SERVICE TERMS &CONDITIONS
Please take a moment to carefully review the following booking Terms & Conditions, as they outline the rights and responsibilities of both yourself and Friendly Tour Guide. These conditions, along with the comprehensive information available on our website, create a binding contract for your holiday or tour experience. We kindly request that you also familiarize yourself with our Privacy Policy and any additional materials relevant to your booking. In this agreement, the terms “you” and “your” refer not only to the primary recipient of this invoice but also to any other individuals included in the booking. As a duly registered tour company No: 031-/MTTM/SG/DGT/DAIT/SAT-EDBM, we take pride in operating as a “Friendly Tour Guide” with our official address at Antananarivo –Lot: IVN 87 EE 67Ha Nord Ouest-Madagascar.
01-PRIVACY
We at Friendly Tour Guide value you as our important customer and recognize that privacy is important to you. We only collect personal information that is necessary to assist us in providing the services you request. The types of personal information that we collect from you depend on your circumstances and on the type of service that you request from us.
For example, when you request us to make your travel arrangements, Friendly Tour Guide Tour Company reserve the right to collect your personal information such as:
- Full Name
- Telephone
- Country and Nationality
- Police Number of your update assurance
Disclosure of personal information: Your personal information may be disclosed to third parties in the following circumstances:
- As required or authorized by law, such as where unlawful activity has been engaged in or is suspected of being engaged in, as required by law enforcement officials; and
- Travel service providers, such as airlines, hotels and other service providers provide you with the travel services that you have requested.
We value your trust in providing us with your Personal Information. We will not use or sell our client database to third parties and will only use your personal information for the purpose for which it was provided. All of our past clients’ data will no longer stay with us. We will ensure it is either securely deleted or stored in a way which means it will no longer be used by the business.
02 -BOOKING CONFIRMATION
Note that, Your Tours or Services with us will only confirmed as soon as you make the 20% deposit of the Total price. Sorry, but this deposit is NON-REFUNDABLE as we will use it to secure your booking with our third parties who will provide your services such as car rental, Local guide at the park, National Tour Guide and more. The remaining balance of 80% can be paid upon arrival or paid in advance no later than 10 days prior.
03- WE OFFER VARIOUS MEANS OF PAYMENT METHODS:
- Wire transfer to our bank account.
Banking information will be provided at the time of booking.
You will be responsible for paying any fee related to the transaction charged by your bank. Please, send us the deposit invoice as proof after you made it.
- Local bank checks:
BNI, BMOI, BFV SG, UCB, BOA and any other local bank registered in Madagascar that can received on your arrival.
- Cash in foreign and local currency.
If choose this option, note that only the big notes from 50 to 100 are accepted, especially not the damaged bills and new printed after 2013.
- PayPal for online payment.
You will be redirected to our trusted partner, and they charge service fees of 15%.
- Credit cards via Western Union.
A mobile number with the holder’s name will be provided to you for International Mobile bank transfer.
This option is recommended for a day tour or Excursion and especially the short notice confirmation.
The full payment, is required, if you are booking within 2 weeks of departure, the same for the Day Tours/Excursions. For multi-day tour / Vacation Package Trips including with the national flight, and train tickets, require full payment 30 days before your arrival date. If the balance is not paid on or before the due date, we reserve the right to treat your confirmed booking as cancelled without a refund.
04-CAR RENTAL SERVICES.
All of our car rental is OBLIGATORY accompanied by a private driver and it is included with the price. Rest assured that we only work with the most trusted transport providers. Any vehicle that you travel in will be cleaned, equipped with hand sanitiser and disinfected regularly to keep you safe.
Rent a car with a Local Driver. Travelling around Madagascar is quite a challenge, that’s why having a professional driver is required for your safety. The driver’s responsibility is to run your trip smoothly as booked. He will take care of the car mechanic in case of issue, keep it clean and serve you as a Friendly accompany and translator.
Guaranty: The vehicle we provide to our customers is always in good condition, and comfortable with air conditioning. If there are problems or complaints, the company will make all efforts possible to rectify these as soon as possible. In case of a problem or circumstances beyond our control, your vehicle will be replaced in the same or higher category within 12 hours.
Fuel Policy: The fuel is not included in the Price if you only rent a car with a driver with us. The car will deliver to you in a full tank and it should be returned with the same fuel delivered. The daily rental price included with the fuel is only available on request.
05- FLIGHTS & TICKETS
If your Tour package price includes national flights, we generally book your flights and issue tickets after your payment due date. Traveller also has the right to book their domestic flight tickets from their country and send the tickets copy to us via email.
Airlines may change schedules at any time, even after flights have been confirmed, and we are not responsible for such changes. We strongly suggest that clients reconfirm exact flight times with the carrier before departure. Air travellers are required to check in at least 2 hours before departure time for domestic flights and 3 hours for international flights and must report to the gate at least 30 minutes before departure time. Unused local flight ticket is caused by bad weather, strikes or any other reasons beyond us, and if you do not want to use these tickets anymore then we will not refund any cost paid.
06- TRIP OPERATION
- We at Friendly Tour Guide have no right to change or modify the booked tour service.
- Instead, we will make every effort to ensure our tours & packages run smoothly and deliver to the customer according to the agreed itineraries.
- But, you appreciate and acknowledge that the nature of adventure requires considerable flexibility and you should allow for alternatives.
- During travel, you must always comply with the laws and regulations of all places visited. Committing any illegal act may result in your removal from a tour and put you at risk of fines or punishment by local authorities, for which we cannot be held responsible.
- And understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events. We will however in the best of our ability and in consideration of safety and time include all of the components stated in our services.
- In rare cases, due to circumstances beyond our control; for the safety, comfort, and wellbeing of our travellers, it may become necessary to make major changes to our itineraries. In these cases, we will make every effort to ensure the changes result in an equivalent or better experience for our travellers. We will not be held liable for any damages related to these alterations.
07-MODIFICATION OF THE PAID SERVICES.
Friendly Tour Guide Madagascar will not reimburse any services not consumed due to a client’s decision to interrupt the trip, whether for personal reasons, health reasons, or any other reason.
In the event of medical repatriation by the client’s insurance leading to a trip interruption, unused services will not be eligible for reimbursement by Friendly Tour Guide Madagascar.
If the trip is modified by Friendly Tour Guide Madagascar, the management of the company or the client’s guide may, collectively or independently, determine that modification of the program is necessary due to force majeure, such as poor sea conditions or failing infrastructure, to ensure the continuation of the journey in peace and security. Any costs resulting from these modifications will be the responsibility of the company.
08-TRAVEL INSURANCE
a)-We encourage all of our travellers to take out adequate travel insurance coverage to protect themselves against cancellation due to illness before or during travel. Please print and carry your updated travel insurance or equivalent coverage with you.
b)-In the event of a traveller becoming ill during a tour, all hospital and medical expenses are the traveller’s responsibility, and they shall not be entitled to any refund, either total or partial, of the passage money paid. We urge you to obtain suitable medical insurance before booking a tour.
09-CLAIMS, COMPLAINTS ETC.
a)-Please note that any claims or complaints related to specific products must be directed to us. It is our responsibility to ensure the safety and delivery of every booked Tour as agreed with the clients on the description. We cannot be held responsible for the outcome of tours that are weather- and nature-dependent. This includes some excursions like whale watching tours or any other nature or wildlife sightseeing tour.
b)-We will also make every effort to obtain refunds from our suppliers for the unused services, which we will refund to you. However, it may not be possible to obtain refunds from all of our suppliers (especially for ticketed flights), and we cannot guarantee a refund of your entire package price. FTGM also cannot be held responsible for any motion sickness that occurs during boat or car trips. Guests are advised to take necessary precautions.
10-FORCE MAJEURE
Certain unexpected circumstances may arise, such as (but not limited to) weather events, pandemics, quarantines, border closures, acts of governments or authorities, wars, international travel restrictions, or impeding any party from performing its respective obligations under the contract. This event is considered as a Force Majeure and our company will not be liable for any refunds. We will always endeavour to rearrange, reschedule or change your booking whenever possible.
12-CANCELLATIONS.
If something comes up and you need to cancel your trip, please let us know as soon as possible by writing. The date on which the request to cancel is received by the Company or its Agents will determine the cancellation fees applicable. Please be aware that most travel bookings are non-refundable and cancelled bookings will incur charges. Where we incur any liability for a cancellation fee or charge for any booking that you cancel, you agree to indemnify us for the amount of that fee or charge. Cancellation fees vary by package; please note that we have the full right to apply it depending on the situation.
The cancellation fees are below.
| Days before Departure Date | Non-refundable of the total cost |
| 60 days or more before departure | 20% |
| 59-20 days before departure | 50% |
| 20 – 15 days or less before departure | 100% |
How do I contact you if there is an issue?
If you have any questions or concerns about this Booking Terms & Conditions or the use of your personal information, please feel free to contact us by email at friendlytourguidemada@gmail.com
