Policy

Terms & Conditions

The details of your travel booking (“Package Tour”) with 'Afana Services Pte. Ltd. (“Company,” “we,” “us,” or “our”) will be outlined in the Pax Statement, which will be issued to you upon confirming your reservation. This Pax Statement should be read alongside these Terms and Conditions, which apply to all tours unless stated otherwise. Additional terms may also be applicable to cruise holidays and specialty tours. Please review these Terms and Conditions and any relevant additional terms carefully before making your reservation. By proceeding with a reservation, you acknowledge that you have read, understood, and accepted these Terms and Conditions, along with any applicable terms.

1 Reservations, Deposit & Full Payment

To confirm your reservation, a deposit is required for yourself and each accompanying traveler on the Package Tour. This deposit will be credited toward your final payment. The minimum deposit is SGD 200 per traveler and is non-refundable. If a higher deposit is necessary for your booking, you will be notified in advance.

Paying the deposit and receiving a reservation confirmation does not guarantee the confirmation of the Package Tour. All Package Tours require a minimum group size, determined at our sole discretion, before they can be officially confirmed. If this minimum is not met at least 14 days before the scheduled departure date, we reserve the right to cancel all reservations in accordance with Clause 3.

We will inform you as soon as your Package Tour is confirmed. Unless otherwise agreed or communicated by us, full payment must be made at least 45 days before the scheduled departure date. Failure to make the payment by the deadline may result in the cancellation of your reservation, in which case a cancellation fee will apply as outlined in Clause 2. The deposit will be used to offset the cancellation fee, and any remaining balance must be settled within 7 days. You will have no further claims against us in such an event.

2 Cancellation (Customer)

Unless otherwise specified in the invoice, you may cancel your reservation by submitting a written request to admin@afanaservices.com at any time before the scheduled departure date. However, this will be subject to a cancellation fee, calculated based on the table below. Additionally, you will be responsible for any non-refundable airport taxes and miscellaneous surcharges imposed by the relevant airline(s). If any airport taxes or surcharges are refundable, an administrative fee of S$50 will be deducted from the refunded amount for processing.

2.1 Changes Considered as Cancellations

Any of the following changes made less than 3 months before departure will be treated as a cancellation, and the applicable cancellation fee will be charged:

Change in departure date
Change in traveler’s name (except for typographical corrections)
Change in tour package

2.2 Cancellation Fees

45 days and above - 100% of Minimum Deposit (SGD 200)
31 – 44 days - 50% of full Package price
22 – 30 days - 75% of full Package price
21 days or less - 100% of full Package price

2.3 Important Notes

The above cancellation fees apply only if air tickets have not been issued. If air tickets have been issued, their full value will be added to the cancellation fee.
The Company reserves the right to issue air tickets without prior notice.
If the deposit is insufficient to cover the cancellation fee, the Customer must pay the difference.
Any waiver or reduction of cancellation charges on compassionate grounds (e.g., death, serious illness) is at the sole discretion of the Company and subject to conditions set by suppliers (e.g., airlines, hotels). Supporting documents are required.
Refunds, if applicable, will take a minimum of 2 months to process from the date of the cancellation request.

3 Cancellation (Company)

Please be advised that the Company acts solely as an intermediary in engaging third-party service providers for your Package Tour. Even after full payment has been made, all Package Tour arrangements remain subject to final confirmation by the respective third-party provider(s). In the event of unforeseen circumstances that prevent the finalization of any Package Tour arrangement, require modifications, or result in the cancellation of your reservation, we will make reasonable efforts to inform you at least 14 days before the scheduled departure date. Should such a situation arise, we may, at our discretion but without obligation, suggest alternative Package Tours to either the same or a different destination. Please note that additional charges may apply for these alternatives, and you will be informed of any such costs before making a decision. If no alternatives are provided or if you choose not to accept the offered alternative, we will issue a full refund in the form of travel credit for the Package Tour.

4 Cancellation (Others)

You will be fully responsible for all losses, costs, damages, expenses (including those due to any delays), inconvenience, personal injury, or additional payments incurred by you and/or any member of your travel group as a result of any of the following:

4.1 The travel restrictions imposed by the Singapore government or the governments of the countries you are visiting under the Package Tour from time to time; and/or

4.2 You and/or any member of your travel group contracting a communicable disease, which, due to the travel restrictions mentioned in Clause 4.1, prevents you and/or that member from participating in any part of the Package Tour, including but not limited to flights between countries (including Singapore).

This clause will not apply if the losses, costs, damages, expenses (including those due to delays), inconvenience, personal injury, or additional payments mentioned above are, in our sole discretion, determined to have been caused by our gross negligence.

5 Refund

The refund process will take 2 to 4 weeks from the date of cancellation. The refund will be issued via PayNow or bank transfer. The refund process may take longer during peak seasons due to the higher volume of transactions.

6 Travel Documents & Travel Insurance

6.1 Passport and Other Travel Documents

Subject to this clause, each traveller is fully responsible for ensuring that their passport or other travel documents are valid for at least 6 months from the expected date of departure from the last point of departure in the itinerary. Additionally, they must ensure they have all necessary visas, permits, passes, licenses, vaccinations, health certificates, and/or other documents or approvals required by the relevant governmental authorities of the destination country(ies) in the Package Tour. If a reservation needs to be cancelled due to the traveller’s inability to obtain the required visa or travel documents, the relevant cancellation fee outlined in Clause 2 will apply. Each traveller is also responsible for ensuring that their name, as provided to the Company and reflected in the Pax Statement, matches the name in their passport or travel document. Any required amendments to the name will incur additional fees, which will be borne by the traveller.

6.2 Visa Applications

We may assist travellers in submitting visa applications for a fee, but we do not guarantee the approval or outcome of any such application. Since different embassies or consulates have varying processing times, any traveller seeking our assistance with a visa application must check with us promptly for the applicable visa requirements.

6.3 Travel Insurance

We strongly recommend that all travellers obtain comprehensive travel insurance to protect against unforeseen circumstances, including baggage loss, flight delays, travel agent insolvency, and medical emergencies. We will not be held responsible for any of these matters under any circumstances. Uninsured travellers are required to sign an indemnity form provided by us.

7 Fee Structure

7.1 Validity

All information and prices provided are accurate at the time of publication.

7.2 Package Tour Fare Inclusions

The Package Tour fare includes airfare, accommodation, airport transfers (if applicable), meals (if applicable), sightseeing (if applicable), airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, customs user fees, service fees as specified by the airlines and airport authorities, and visa fees (if applicable) as outlined in the Package Tour brochure/itinerary/booking form.

7.3 Package Tour Fare Exclusions

The Package Tour fare does not cover travel insurance, laundry services, excess baggage charges, beverages, room service, gratuities to drivers, tour leaders, or local guides, tips to hotel porters, or any personal expenses, as specified in the Package Tour brochure/itinerary/booking form. For general information on visa fees, gratuities, or local tipping practices, please consult with us or your travel advisor.

7.4 Child Fare

Children under the age of 12 (as of the date of return to Singapore) may be eligible for child fare rates in accordance with the standard terms of the applicable third-party service provider. If an extra bed is required for a child, please contact us, and we will inform you of any applicable surcharge.

7.5 Promotional Pricing

From time to time, we may offer discounts and other promotional offers for our Package Tours. All applicable discounts and promotions will be clearly displayed and confirmed in our marketing materials and invoices.

7.6 Mode of Payment

Payments can be made in cash, fund transfer, or paynow to UEN. All payments must be made in Singapore Dollars.

8 Confidentiality & Privacy

By making a reservation for a Package Tour, you and all members of your travel group agree to the terms outlined in this policy. We will adhere to our privacy policy and comply with all relevant obligations under the Personal Data Protection Act 2012 regarding the collection, use, disclosure, and safeguarding of your personal data.

We may take photographs or videos of travellers participating in our Package Tours for use in our advertising and promotional materials (such as brochures) or related media programs (e.g., celebrity Package Tours). By participating in our Package Tours, all travellers are deemed to consent to the collection and use of such images and/or videos.

However, any traveller who wishes to withdraw their consent can notify us at admin@afanaservices.com. We will make reasonable efforts to remove any references to the traveller from our advertising or media programs, but we are not responsible for recalling or altering any materials or programs already produced or publicly distributed. Additionally, we reserve the right to refuse participation in a media-based Package Tour for any traveller who does not consent to the use of their image or likeness.

9 Third-Party Service Provider

Our Package Tours incorporate services from airlines, transport companies, and other third-party service providers. These Terms and Conditions, as well as all bookings and arrangements related to the Package Tour, are subject to any terms and conditions imposed by these third-party providers. While we will assist customers where possible, we have no control over these providers and will not be liable for any changes, acts, or omissions by third-party service providers in relation to any Package Tour.

10 Disclaimer

To the fullest extent permitted by law, we shall not be responsible for or assume any liability for any losses, costs, damages, expenses (including those caused by delays), inconvenience, additional payments, personal injury, or death of any individual (collectively, “Losses”) arising from any of the following, whether direct or indirect, and whether reasonably foreseeable or not:

10.1 Any injury, damage, loss, or delay to persons or property not caused by our own negligence or breach of duty.

10.2 Any losses resulting from a breach of these Terms and Conditions.

10.3 Any losses arising from or in connection with a breach of these Terms and Conditions by you or any member of your travel group, including failure to meet obligations.

10.4 Losses resulting from the actions or omissions of third parties, including but not limited to Third-Party Service Providers.

10.5 Losses caused by government-imposed quarantine, deportation, or refusal of entry by immigration authorities.

10.6 Losses arising from travel restrictions imposed by the Singapore government or governments of countries in your Package Tour, or contracting a communicable disease that prevents participation in any component of the tour, including flights.

10.7 Losses, damage, costs, or delays due to circumstances beyond our control, such as:

Mechanical breakdowns
Force Majeure events
Natural disasters (earthquakes, fires, tsunamis)
Failure to maintain required travel documentation
Failure to follow instructions, including check-in, check-out, and meeting times
Government policies or regulations
Diseases, pandemics, compulsory quarantines
Travel restrictions or events making it impossible or significantly altering the Package Tour as initially planned.

To the fullest extent permitted by law, our maximum liability to any traveller for any loss, damage, cost, or expense shall not exceed the total Package Tour fare paid by that traveller. We will not be liable for any punitive, special, indirect, or consequential loss, including loss of profit, revenue, contract, goodwill, or reputation.

We reserve the right to withdraw any itinerary, reservation, or deny participation in the Package Tour if we believe, at our discretion, that an individual may endanger the health, safety, or comfort of other travellers. You agree to indemnify us, our affiliates, and employees, against all claims, liabilities, damages, costs, and expenses (including legal fees) resulting from any breach of these Terms and Conditions by you.

11 Miscellaneous

We reserve the right to modify, amend, or delete any part of these Terms and Conditions, or any policies contained herein, at any time.

Data Protection Notice

This Data Protection Notice ("Notice") outlines the principles under which ['Afana Services Pte. Ltd.] ("we", "us", or "our") collects, uses, discloses, or processes personal data of our customers in compliance with the Personal Data Protection Act ("PDPA"). This Notice applies to all personal data in our possession or under our control, including those managed by third-party organizations engaged by us for data processing purposes.

Personal Data

For the purposes of this Notice:

"Customer" refers to any individual who (a) contacts us to inquire about our goods or services, or (b) has entered or may enter into a contract with us for the supply of goods or services.
"Personal data" encompasses any information, whether factual or not, that can identify a customer, either independently or in combination with other data accessible to us.

Depending on your interaction with us, we may collect information such as your name, NRIC number, contact details (address, email, phone number), nationality, gender, date of birth, marital status, photographs, employment details, and financial information (e.g., credit/debit card details or bank account information). Other terms in this Notice shall be interpreted as defined under the PDPA.

Collection, Use, and Disclosure Of Personal Data

We do not collect your personal data unless:

(a) It is voluntarily provided by you or an authorized representative after notification of its intended use and with your written consent; or
(b) It is permitted or required by the PDPA or other applicable laws.

We will seek your consent before collecting any additional data or using existing data for purposes not previously communicated to you.

We may collect and use personal data for purposes including but not limited to:

Fulfilling our obligations in connection with providing goods and services;
Verifying customer identity;
Handling inquiries, applications, complaints, and feedback;
Managing customer relationships;
Processing payments and transactions;
Sending promotional information about our products, services, and marketing initiatives;
Complying with legal and regulatory requirements;
Sharing data with third parties, including service providers and government authorities, within Singapore or internationally, where necessary.

Personal data may be disclosed when required for service provision or to third-party service providers and agents engaged for specific functions.

The purposes outlined above may continue to apply even after termination or modification of our relationship with you, for a reasonable period necessary to enforce contractual rights or meet legal obligations.

Withdrawing Consent

Your consent for data collection, use, and disclosure remains valid until withdrawn in writing. Requests to withdraw consent must be submitted in writing or via email to our Data Protection Officer.

Upon receiving your request, we may require reasonable time to process it and inform you of any potential legal consequences, including service limitations. Typically, we process such requests within ten (10) business days.

Note that withdrawing consent does not override our right to collect, use, or disclose personal data where permitted or required by applicable laws.

Access and Correction Of Personal Data

To request access to or corrections of your personal data, please contact our Data Protection Officer in writing or via email. A reasonable fee may apply for access requests, with prior notification of applicable charges.

We aim to respond promptly, typically within thirty (30) days. If additional time is required, we will inform you accordingly. If we cannot fulfill a request, we will generally provide an explanation, except where not required under the PDPA.

Protection Of Personal Data

We implement administrative, physical, and technical security measures, such as antivirus protection, encryption, and controlled data access, to safeguard personal data. While absolute security cannot be guaranteed, we continually enhance our security protocols to protect your information.

Accuracy Of Personal Data

We rely on the personal data provided by you or your authorized representative. Please notify us of any updates or corrections to ensure that your information remains current and accurate.

Retention Of Personal Data

We retain personal data only for as long as necessary to fulfill its intended purpose or as required by law. Once no longer needed, we take reasonable steps to securely delete or anonymize the data.

Transfer Of Personal Data Outside Singapore

We generally do not transfer personal data outside Singapore. If such transfers occur, we will obtain your consent and ensure that the data receives protection equivalent to that under the PDPA.

Data Protection Officer

This Notice complements other applicable terms, policies, and consent agreements governing personal data collection, use, and disclosure.

We may update this Notice periodically without prior notice. The date of the latest update will be indicated. Continued use of our services constitutes acknowledgment and acceptance of any changes.

For inquiries, corrections, or withdrawal of consent, please contact our Data Protection Officer at (65) 8751 1756.

'Afana Services