The Travel Group – Global Terms & Conditions
Introduction: These Terms & Conditions are designed to clarify your responsibilities and our role as your appointed travel partner. They protect both parties and ensure a smooth, transparent experience. By proceeding with a booking, you acknowledge that you understand and agree to the terms outlined below.
Third-Party Supplier Disclaimer: The Travel Group acts as a service provider and intermediary, we arrange travel services on your behalf but do not directly control or operate third-party suppliers (e.g. airlines, hotels, car rental companies). While we are always committed to supporting you and advocating on your behalf, the final decisions and outcomes ultimately rest with the third-party suppliers. As such, we cannot be held liable for their actions, policies, or service delivery.
Passports & Visas: All travellers, including infants, must hold a valid passport for international travel. Passports must be valid for at least six (6) months beyond your return date. Travel documents must match the full name as it appears on the passport. If a passport is not issued at the time of booking, The Travel Group is not responsible for any related errors or costs.
Travelers holding foreign or multiple passports must ensure they carry and use the correct documentation. Clients must inform their consultant which passport they will be traveling with. For domestic travel, all identification and documentation must match the name on the Identity Document. Infants also require identification.
It is the client’s responsibility to check visa requirements with the embassy or consulate of each country they plan to visit, including for layovers, transit points, and cruise ports. If entry is denied for any reason (e.g. customs, internal security, immigration), The Travel Group and its partners cannot be held liable. Incorrect advice from visa suppliers, consulates, or embassies is outside our control. You are welcome to request assistance from your dedicate travel expert if needed.
Driver’s Licence & Car Hire: Always present your valid driver’s licence when renting a vehicle. Some countries may require an International Driving Permit. Most car hire companies will also require a valid credit card at pickup. It is the client’s responsibility to understand the insurance coverage, there are a number of exclusions and there is optional additional cover you must familiarise yourself with. Details are available upon request. Clients indemnify The Travel Group against claims arising from insurance rejections due to client actions or omissions. Clients are responsible for all excess amounts payable on claims.
Before driving off, and again upon returning the vehicle, you must inspect the car for any damage in the presence of the car rental representative. Report and ensure all existing or new damage is clearly recorded and acknowledged by the supplier on their official documentation. Failure to do so may result in you being held fully liable for any damage claims made by the supplier.
Travel Insurance: We strongly recommend comprehensive travel insurance. Airlines and tour operators often apply high penalties for cancellations or changes. Complimentary credit card insurance typically lacks full coverage. We can assist in arranging insurance, but claims must be handled directly with the insurer.
Health Requirements: Clients must be aware of all relevant health precautions and required vaccinations for their destinations. Consult your doctor or a travel health clinic before departure. Proof of certain vaccinations (e.g., Yellow Fever) may be required for entry and must be carried with you. Entry restrictions may also apply during airport stopovers.
Booking Changes & Cancellations: Whether a booking can be changed or cancelled depends on the supplier’s fare rules. Airlines generally do not allow name changes and travel arrangements are generally non-transferable.
Third-party suppliers typically charge amendment fees, and The Travel Group applies an additional administration fee. All changes must be confirmed in writing, and any costs incurred are the responsibility of the client.
Cancellation fees may be up to 100% of the booking value. Refund timelines vary by supplier and can take 12 weeks or longer. No-shows or missed flights are non-refundable.
All bookings are non-refundable and non-changeable unless explicitly stated otherwise. Refundable or flexible bookings will be subject to supplier approval. This does not waive the client’s payment obligation to The Travel Group.
Full payment is required even if a refund is due or if a replacement booking is made. Refunds cannot be transferred to offset other payments. Refunds (if applicable) will be processed only once received from the supplier.
Taxes: Airline taxes are confirmed at the time of ticket issuance and may vary. Additional airport departure taxes may be collected locally.
Agency Role: The Travel Group acts as an agent for third-party suppliers (e.g., airlines, hotels, transport companies). We book travel arrangements on your behalf and facilitate contracts between you and these suppliers. We carefully select reputable providers but do not control their operations and are not liable for their performance. Your legal rights lie with the supplier unless a problem is directly caused by The Travel Group.
Liability: To the extent permitted by law, we are not liable for any injury, loss, damage, delay, inconvenience, or expense arising from third-party services, force majeure, or events beyond our control.
Special Requirements: Please advise your consultant or reach out via our contact channels regarding any specific needs (e.g., special meals, seating, mobility access). We will communicate these requests to suppliers but cannot guarantee their fulfilment, even once confirmed.
Frequent Flyer Programs: Share your frequent flyer information at the time of booking. Credit for flights is subject to the airline’s policies. Retain your boarding passes in case of disputes.
Travel Documents: Travel documents include tickets, vouchers, and confirmations (digital or physical). These may be restricted or non-refundable depending on supplier policies. Documents are non-transferable and must match the name on your passport/ID. Clients must review all travel documents upon receipt and report any errors immediately. Many suppliers may require you to present your travel documents or vouchers before granting access to their service or product. To avoid any delays or issues, always carry your travel documents with you, either as a printed copy or saved electronically on your mobile device.
Flight Schedule Changes: Clients are advised to confirm their flight schedules 24 hours before departure. Ensure that your itinerary and travel documents align. Supplier changes can happen on the day of travel, just before your departure time. If you need support, please reach out to your dedicated travel expert.
Privacy Policy: We are committed to protecting your personal data and process it in accordance with our Privacy Policy. Information is often shared with third-party providers for the purpose of fulfilling travel arrangements. We may also disclose data to comply with legal obligations.
Governing Law: This agreement is governed by the laws of the jurisdiction in which The Travel Group operates or where services are delivered. Any disputes shall be resolved under the applicable local legal system.
Third-Party Invoices: Due to supplier confidentiality contracts, we do not issue third-party invoices. You will receive a comprehensive invoice from The Travel Group covering all relevant details.
Disputes, Queries & Refunds: You are responsible for settling the full amount of the supplier’s invoice, including any additional charges such as speeding fines, damages, excess mileage, or other applicable fees, regardless of any disputes or disagreements you may have. If you wish to dispute any charges, you are entitled to lodge a formal query; however, the payment must still be made in full and on time. If the supplier later approves a refund, the amount will be reimbursed to you once it has been received by us.
Acknowledgement & Agreement: By proceeding with services from The Travel Group, you confirm that you have read, understood, and agree to these Terms & Conditions.