Holiday Planning Terms & Conditions

These Terms and Conditions ("Terms") govern the relationship between Chrysalis Tours Private Limited ("Chrysalis Tours") and the Client in connection with all Holiday Itinerary Planning (the “Planning Service”) offered by Chrysalis Tours. By booking a Holiday Planning Service, the Client agrees to comply with and be bound by the following Terms. It is the responsibility of the Client to read and understand these Terms prior to booking.

1. Pricing and Payment Terms

1. Service Fees and Inclusions: All prices quoted for the Holiday Planning Service are inclusive of the services specified in the agreement, including itinerary planning, accommodation bookings, transportation, and other requested arrangements. Prices exclude additional charges from third-party suppliers, such as local taxes, surcharges, optional extras, and services requested after the agreement.
2. Minimum Planning Service Fee: The planning service fee starts at $200 for holidays of up to 5 days. For each additional day beyond the initial 5 days, a fee of $40 per day applies.
3. Expedition Fee for Urgent Planning Requests:For urgent planning requests, additional expedition fees apply as follows:
   • Holidays of 10 days or less:
     • 50% fee for requests within 30 days or less from the contract confirmation date.
     • 30% fee for requests 31 to 60 days before the departure date.
   • Holidays of 11 to 20 days:
     • 50% fee for requests within 30 days or less.
     • 30% fee for requests 46 to 90 days before the departure date.
   • Holidays of 21 days or more: Fees will be determined on a case-by-case basis but will not be lower than the rates specified above. Customers will be informed during the initial consultation.
4. Booking Charges (If Applicable): Chrysalis Tours charges a 10% service fee on all bookings made through the agency for accommodations, tours, and air tickets priced below $1,000. For air tickets priced at $1,000 or more, an 8% service fee applies.
5. Supplier Pricing Transparency: Chrysalis Tours will provide screenshots of the suppliers' listed prices for the customer's reference to ensure transparency regarding the 10% markup applied for the research and booking service. However, the agency will not disclose internal payment documents or agreements with suppliers. This policy is in place to protect proprietary business arrangements and confidential agreements that Chrysalis Tours may have with its suppliers.
6. Mandatory Booking Requirement: All holiday-related bookings must be made exclusively through Chrysalis Tours. The agency is not responsible for managing or coordinating any bookings made independently by the customer after the planning service agreement is in place.
7. Deposit and Top-Up Requirements:
   • Deposit: An initial deposit, based on the estimated budget, must be paid before the planning process begins.
   • Top-Up: If the deposit falls below 30% of the initial amount due to additional bookings, a top-up will be requested.
   • Balance Return: Any unused portion of the deposit will be refunded within 10 working days after trip completion and upon signing the release form.
8. Absorption of Processing Fees: Chrysalis Tours will absorb bank charges up to 5% of the booking amount. Any additional processing fees will be communicated to the customer for approval.
9. Exchange Rate Adjustment: The exchange rate used for this agreement will be based on the neutral rate shown on the XE app on the date of drafting the contract. A screenshot of the exchange rate for the specified currency will be attached for reference in the contract.If, by the time of final payment, the exchange rate for the agreed currency has a deviated against Singapore dollar by more than 5% from the initially indicated rate, the customer agrees to a price adjustment to cover the difference. For example, if the Malaysian Ringgit exchange rate on the contract date is 3.29 and drops to 3.13 or lower, the customer will be required to top up the difference. Evidence of the updated exchange rate, including a screenshot from the XE app on the payment date, will be provided to verify the adjustment.
10. Payment made via credit card: When making payments via credit card, the transaction will be subject to additional charges imposed by the credit card company. These charges may amount to 4% or more of the total transaction value. Customers are responsible for covering these additional fees, which will be reflected in the final payment amount.By proceeding with a credit card payment, you acknowledge and accept these terms.
11. Payment Schedule and Deadlines: A payment schedule, including deposit requirements and balance payments, will be provided at the time of booking. A 50% deposit will be required within 30 days of signing the contract.The remaining balance must be settled 14 days before departure.Failure to meet these deadlines may result in suspension or cancellation of services, and Chrysalis Tours will not be liable for any resulting loss of reservations.
    Adjustments must be made based on the supplier’s payment requirements.
    For example, if a supplier requires 100% upfront payment, this clause should be adjusted to reflect the specific situation.
12. Non-Refundable Fees: All fees paid are non-refundable once the service has commenced, except as specified in the refund policy. No partial refunds will be issued for changes or cancellations requested by the customer.
13. Additional Charges (If Applicable): Any additional services requested by the customer outside the original agreement may incur extra charges, which will be communicated and agreed upon in writing.
14. Price Adjustments: All prices quoted are subject to change due to significant fluctuations in supplier costs, taxes, or exchange rates. Chrysalis Tours will notify the customer of any adjustments. The customer may accept the revised pricing or cancel the affected services, subject to the cancellation policy.
15. Outstanding Charges Clause: The customer shall remain liable for any outstanding payments for services utilized during their trip (e.g., hotels, airlines, or other providers) in cases where the business owner (e.g., hotel, airline, or transport company) later discovers that payment was not properly charged. If valid proof is provided by the service provider, the customer is responsible for settling the outstanding amount, even if Chrysalis Tours has already issued the final invoice, deducted the deposit, and refunded any remaining balance.
16. Suspension of Services: Chrysalis Tours reserves the right to suspend or terminate services if payments are not made by the agreed deadlines. The customer remains liable for any costs incurred up to the suspension date.
17. Multi-Currency Pricing Disclaimer: All prices are quoted in Singapore Dollars (SGD) unless otherwise stated. Payments made in other currencies may be subject to exchange rate fluctuations. Chrysalis Tours is not liable for discrepancies arising from currency conversion rates applied by banks or credit card companies.
18. Customer Service Availability: Chrysalis Tours' customer service operates from 9:00 AM to 9:00 PM (SGT) on weekdays. Inquiries made outside these hours will be addressed on the next business day.
19. Payment Method Disclaimer: Payments can be made via bank transfer, credit card, or any other payment methods accepted by Chrysalis Tours. The customer acknowledges that certain payment methods may incur additional fees (e.g., credit card processing fees). These fees will be disclosed to the customer in advance and are the customer's responsibility.
20. Refund Processing Timeline: Any eligible refunds will be processed within 28 business days after the request has been approved and the required documentation has been submitted by the customer. Chrysalis Tours will not be liable for delays caused by third-party payment processors or banks.

2. Client Responsibilities and Cooperation

1. Provision of Accurate Information: The customer must provide complete, accurate, and up-to-date information required for the Holiday Planning Service. This includes, but is not limited to, personal details, travel preferences, special requirements (e.g., dietary restrictions, accessibility needs), contact information, and relevant travel documentation (e.g., passports, visas). Failure to provide accurate information may result in delays, booking errors, or additional costs, for which Chrysalis Tours will not be liable.
2. Timely Communication and Approvals: The customer agrees to respond promptly to requests for information, approvals, or decisions necessary for the planning and booking process. Delays in communication or failure to provide timely approvals may impact service availability and quality. Chrysalis Tours will not be responsible for any negative consequences arising from customer delays or non-responsiveness.
3. Review of Itineraries and Confirmations: The customer is responsible for reviewing all proposed itineraries, bookings, and confirmations provided by Chrysalis Tours. Any discrepancies or errors should be reported immediately. Once the customer approves the final itinerary and bookings, Chrysalis Tours will proceed based on the approved details.
4. Modifications to Finalised Itinerary: After the itinerary is finalised and approved by the customer, any requested changes may incur a modification fee. The fee will be determined based on the complexity of the changes, and the actual cost will be communicated to the customer for approval before proceeding.
5. Compliance with Travel Requirements: The customer is responsible for ensuring compliance with all relevant travel requirements, including obtaining visas, permits, vaccinations, and other mandatory documentation. While Chrysalis Tours may provide general guidance, the ultimate responsibility lies with the customer. The agency will not be liable for disruptions or denial of entry due to non-compliance.
6. Responsibility for Children, Elderly, and Passengers with Disabilities: Parents or legal guardians must accompany children under the age of 14, elderly passengers aged 65 and older, and individuals with disabilities throughout the tour and at all attractions. Chrysalis Tours does not assume responsibility for care, supervision, or provision of support equipment (e.g., wheelchairs). The accompanying parent or guardian is solely responsible for the well-being and supervision of these individuals during the tour.
7. Adherence to Payment Terms: The customer agrees to follow the payment terms outlined in Section 1, including timely payment of deposits, service fees, and any additional charges incurred during the planning process. Failure to adhere to payment terms may result in service cancellation or loss of reservations, for which Chrysalis Tours is not liable.
8. Compliance with Supplier Terms: The customer must comply with the terms and conditions of third-party suppliers, such as airlines, hotels, and tour operators. This includes respecting booking deadlines, cancellation policies, and usage rules. Failure to comply may result in additional fees or loss of service, for which Chrysalis Tours will not be responsible.
9. Prohibition of Resale or Transfer of Services: The customer may not resell, transfer, or assign any part of the Holiday Planning Services provided by Chrysalis Tours without express written consent from the agency.
10. Environmental Responsibility: Chrysalis Tours encourages customers to engage in sustainable tourism practices, including minimizing waste, respecting local wildlife, and adhering to eco-friendly guidelines. This aligns with the agency’s commitment to promoting responsible travel.
11. Assumption of Risk (If Applicable): The customer acknowledges that travel involves inherent risks, including but not limited to transportation delays, exposure to unfamiliar environments, participation in activities with varying levels of physical exertion, and potential exposure to health or safety hazards. By engaging the services of Chrysalis Tours, the customer accepts these risks and agrees that Chrysalis Tours cannot eliminate them. The agency is not responsible for any adverse outcomes resulting from travel activities, except where such outcomes are directly caused by the agency’s negligence.
12. Digital Communication Consent (If Applicable): The customer consents to receive digital communications from Chrysalis Tours, including booking confirmations, updates, and notifications related to the holiday planning service. Communications may be sent via email, messaging platforms (e.g., WhatsApp), or the customer’s chosen contact method. It is the customer’s responsibility to ensure their contact information is accurate and up-to-date. Chrysalis Tours is not liable for any missed notifications due to incorrect or outdated contact information provided by the customer.
13. Conflict of Interest:Chrysalis Tours may have existing or future business relationships with third-party suppliers (e.g., hotels, tour operators). These relationships do not influence the agency’s impartiality or the selection of services recommended to the customer. The customer’s preferences and needs are prioritised, ensuring unbiased and high-quality service recommendations at all times.
14. Non-Solicitation The customer agrees not to directly solicit services from third-party suppliers introduced by Chrysalis Tours without the agency’s involvement. This provision protects the agency’s business relationships and ensures that all arrangements are managed through Chrysalis Tours, as stipulated in this agreement. Violation of this clause may result in additional fees or termination of services without refund.
15. Acknowledgment of Third-Party TermsThe customer must comply with the terms and conditions of third-party suppliers, including any additional requirements beyond Chrysalis Tours’ policies. The customer acknowledges that these third-party terms may include stricter cancellation policies or additional rules, which must be adhered to without exception.
16. Customer Health DeclarationThe customer must disclose any existing health conditions or special requirements that may affect their participation in planned activities. While Chrysalis Tours will make reasonable efforts to accommodate these needs, the agency cannot guarantee that all services or activities will be suitable. The customer agrees to participate in activities at their own risk.
17. Data Privacy and Communication AgreementBy providing contact information, the customer consents to Chrysalis Tours using their data in compliance with applicable data protection laws to facilitate the holiday planning process. The customer acknowledges that electronic communications (e.g., email, messaging platforms) are considered sufficient for providing updates and confirmations.
18. Non-Disparagement ClauseThe customer agrees not to make any false, misleading, or negative statements about Chrysalis

3. Travel Insurance Terms and Requirements

1. Recommendation for Comprehensive Insurance: The customer is strongly advised to purchase comprehensive travel insurance covering trip cancellations, medical emergencies, lost luggage, travel delays, personal liability, and other unforeseen events. This insurance is essential for mitigating potential risks and financial burdens that may arise during the trip.
2. Chrysalis Tours’ Non-Responsibility: Chrysalis Tours does not provide travel insurance services and will not be liable for any losses, damages, or additional expenses that could have been avoided through adequate insurance coverage. The customer acknowledges their responsibility to secure appropriate travel insurance prior to the commencement of the holiday.
3. Proof of Insurance (If Applicable): For certain destinations or high-risk activities, Chrysalis Tours may require the customer to provide proof of valid travel insurance coverage before confirming bookings or proceeding with specific arrangements. Failure to provide proof of adequate insurance upon request may result in the cancellation of related services, and the customer will be responsible for any resulting costs.
4. Scope of Insurance Coverage: The customer must ensure that their travel insurance policy includes coverage for all planned activities, such as adventure sports, high-altitude excursions, and water-based activities. Chrysalis Tours is not liable for any claims denied by the insurance provider due to insufficient coverage, policy exclusions, or non-disclosure of activities.
5. Emergency Assistance and Insurance Claims: In the event of an emergency during the trip, the customer should contact their travel insurance provider directly for assistance and claims processing. While Chrysalis Tours may offer support and guidance in emergency situations, the agency is not responsible for handling or processing any insurance claims on behalf of the customer.
6. Voluntary Waiver of Insurance: If the customer opts not to purchase travel insurance, they voluntarily assume all associated risks and potential financial liabilities. By proceeding without insurance, the customer acknowledges full responsibility for any expenses or losses incurred as a result of unforeseen events, including but not limited to medical emergencies, cancellations, or disruptions.
7. Disclosure of Insurance Requirements (If Applicable): For certain trips, Chrysalis Tours may disclose specific insurance requirements due to the nature of the destination or activities involved. The customer agrees to comply with any mandatory insurance provisions and understands that non-compliance may affect their eligibility for certain services or activities.

4. Limitation of Liability

1. Customer Conduct and Responsibility: The customer is responsible for ensuring appropriate behaviour and conduct during the holiday. Any misconduct, damage, or violation of supplier rules by the customer that results in additional costs, legal actions, or disruptions will be the sole responsibility of the customer. Chrysalis Tours reserves the right to terminate services without refund in cases of severe misconduct.
2. Chrysalis Tours' Liability Scope: Chrysalis Tours will make reasonable efforts to ensure the satisfactory provision of services as outlined in the agreement. However, the agency cannot be held liable for any issues arising during the trip, including but not limited to:
   • Delays in transportation caused by airlines, train operators, or other service providers.
   • Cancellations, changes, or disruptions initiated by third-party suppliers.
   • Unforeseen circumstances, such as weather conditions, strikes, political unrest, or pandemics.
   • The liability of Chrysalis Tours is limited to the amount of service fees paid by the customer for the affected booking or service, excluding any third-party costs, expenses, or damages.
3. Exclusions from Liability:
   Chrysalis Tours is not liable for:
   • Travel Delays and Supplier Cancellations: Any delays, cancellations, or alterations in bookings made by third-party suppliers (e.g., airlines, hotels).
   • Force Majeure: Events beyond the agency’s control, including natural disasters, government actions, or public health emergencies.
   • Loss or Damage to Property: Loss, damage, or theft of personal belongings during the trip.
   • Personal Injury or Illness: Any injury, illness, or death occurring during the trip unless proven to be caused by the negligence of Chrysalis Tours.
4. Indemnification Clause: The customer agrees to indemnify and hold harmless Chrysalis Tours, its officers, directors, employees, agents, and affiliates from any claims, damages, or losses arising from:
   • Customer Misconduct: Actions, omissions, or negligence of the customer during the trip.
   • Inaccurate Information: Errors or omissions in the information provided by the customer.
   • Third-Party Disputes: Claims made by third-party suppliers or other entities related to the customer's conduct or bookings.
5. Resolution of Claims: In the event of a claim or dispute, the customer must promptly notify Chrysalis Tours and cooperate in the resolution process. While Chrysalis Tours will work in good faith to address the issue, ultimate resolution and responsibility may rest with the customer and/or their insurance provider.
6. Waiver of Rights: The provisions of this Limitation of Liability clause do not waive or limit any statutory rights available to the customer under applicable laws that cannot be excluded by contract.
7. Liability for Independent Bookings: Chrysalis Tours is not liable for any errors, cancellations, or issues related to bookings made directly by the customer outside of the agency’s services. The customer assumes full responsibility for independently made reservations and their implications.
8. Liability for Third-Party Reviews: Chrysalis Tours may provide recommendations or reviews of third-party services (e.g., restaurants, activities). These reviews are based on general information available and customer feedback. However, the agency is not liable for the accuracy of these reviews or the quality of the third-party services.
9. Financial Liability Limitation: In no event shall Chrysalis Tours’ financial liability exceed the total amount paid by the customer for the specific service directly related to the claim. This limitation applies to all claims, whether based on contract, tort, negligence, or any other legal theory.

5. Service Limitations and Disclaimers

1. Availability of Services: All reservations, bookings, and arrangements made by Chrysalis Tours are subject to availability at the time of booking. The agency cannot guarantee the availability of specific accommodations, transportation, tours, or activities, particularly during peak seasons, public holidays, or in high-demand locations. If the preferred services are unavailable, Chrysalis Tours will make reasonable efforts to suggest comparable alternatives.
2. Third-Party Supplier Policies: Chrysalis Tours relies on third-party suppliers, such as airlines, hotels, tour operators, and transportation providers, to fulfill various components of the holiday planning service. All bookings are subject to the terms, conditions, and policies of these suppliers, which may affect service delivery, cancellation options, and refund eligibility. Chrysalis Tours will communicate relevant supplier terms to the customer; however, it is the customer’s responsibility to review and understand these terms.
3. Unforeseen Changes and Disruptions: While Chrysalis Tours strives to confirm bookings and maintain the planned itinerary, the agency cannot be held liable for changes, cancellations, delays, or disruptions caused by unforeseen circumstances beyond its control. This includes, but is not limited to, adverse weather conditions, natural disasters, strikes, political unrest, supplier insolvency, schedule changes, or other force majeure events.
4. Accuracy of Information: Chrysalis Tours endeavors to provide accurate and up-to-date information regarding destinations, accommodations, and services. However, such information is often sourced from third-party suppliers and may be subject to change without notice. The agency cannot be held responsible for inaccuracies, omissions, or changes that impact the customer’s travel experience.
5. Customer Responsibility for Additional Costs: The customer is responsible for any additional costs incurred due to changes in travel arrangements, missed connections, extended stays, or modifications to the itinerary that were not part of the original agreement. Chrysalis Tours will notify the customer of any such costs before making adjustments.
6. Limitation of Liability: Chrysalis Tours' liability is limited to the service fees paid directly to the agency for the holiday planning service. The agency will not be liable for any indirect, consequential, or incidental damages arising from the use of its services.
7. Independent Contractor Disclaimer: Chrysalis Tours engages third-party suppliers (e.g., airlines, hotels, guides) as independent contractors. These suppliers are not employees, agents, or representatives of Chrysalis Tours. The agency is not liable for any acts, omissions, errors, or negligence of these independent contractors. Customers are advised to review the terms and conditions of these suppliers as they operate independently from Chrysalis Tours.
8. Third-Party Liability Waiver: Chrysalis Tours shall not be held liable for any additional charges, damages, or losses caused by third-party suppliers. Any claims or disputes regarding third-party services should be directed to the supplier in question. Chrysalis Tours will provide reasonable assistance but cannot guarantee the resolution of such disputes.
9. Additional Services by Third Parties (If Applicable): Any additional services provided by third-party suppliers, such as guided tours or special activities, are subject to the terms and conditions of those suppliers. Chrysalis Tours does not control these services and is not responsible for their quality, safety, or compliance with local regulations.
10. Right to Substitute Services: Chrysalis Tours reserves the right to substitute comparable services if the originally planned services become unavailable. The customer will be notified of any changes and given the option to accept the substitute service or cancel the affected part of the itinerary, subject to the refund policies of third-party suppliers.
11. Disclaimer of Warranties: All services provided by Chrysalis Tours are offered “as is” and “as available.” The agency makes no express or implied warranties regarding the suitability, reliability, availability, or safety of the services provided. The customer accepts the services with this understanding.

6.Confidentiality and Data Protection

1. Use of Personal Information: Personal information collected from the customer, including names, contact details, travel preferences, payment information, and any special requirements, will be used exclusively for delivering the agreed Holiday Planning Services. All personal data will be securely stored using encrypted services (e.g., Proton Drive Plus) to prevent unauthorized access. Data will only be shared with relevant third-party suppliers (e.g., airlines, hotels, tour operators) as necessary to fulfill travel arrangements and will not be disclosed to unauthorized parties without explicit customer consent.
2. Compliance with Data Protection Laws: Chrysalis Tours complies with all applicable data protection and privacy laws, ensuring that personal data is processed lawfully, fairly, and transparently. Customers will be informed about how their data is used and their rights under these laws.
3. Data Security Measures: Chrysalis Tours implements robust administrative, technical, and physical safeguards to protect personal data against unauthorized access, loss, misuse, alteration, or destruction. These measures include secure data storage, encryption of sensitive information, restricted access controls, and regular security audits.
4. Confidentiality Obligations: All employees, agents, and subcontractors who handle personal data are trained in data protection principles and are required to maintain confidentiality. Chrysalis Tours takes stringent measures to ensure compliance with data protection obligations.
5. Information Sharing with Third Parties: Personal data will only be shared with third-party suppliers as necessary to fulfill the requested services. These suppliers are obligated to protect the data in accordance with applicable laws and may only use the data for the intended purpose of service delivery. Chrysalis Tours will not sell, rent, or disclose personal information to unauthorized third parties without the customer’s explicit consent.
6. Customer Data Rights: Customers have the right to:
   • Request access to their personal data.
   • Correct any inaccuracies.
   • Withdraw consent for data processing where legally permissible.
   To exercise these rights, customers may contact Chrysalis Tours directly. Requests will be handled promptly and in compliance with applicable laws.
7. Retention and Storage of Personal Data: Chrysalis Tours securely stores personal data using Proton Drive Plus, an encrypted cloud storage service that safeguards customer information, including passport details, dates of birth, and full names. Personal data is retained for up to 5 years after the completion of services. If the customer engages our services again within this period, the 5-year retention period will automatically renew from the date of the most recent service completion. This renewal allows us to provide a convenient experience for returning customers, minimizing the need for resubmission of details. Data that is no longer needed will be securely deleted or anonymized, unless a longer retention period is required by law.
8. Data Breach Notification: In the event of a data breach compromising customer data, Chrysalis Tours will promptly notify affected customers and take immediate steps to mitigate potential risks. Customers will be informed of the nature of the breach, the data affected, and the measures being taken to address the issue.
9. Customer Consent for Data Use: By engaging with Chrysalis Tours for Holiday Planning Services, the customer consents to the collection, use, and processing of their personal data as outlined in this section. Customers may withdraw consent at any time by notifying the agency in writing.
10. Changes to Data Protection Policy: Chrysalis Tours reserves the right to update or amend its data protection policy to reflect changes in laws, regulations, or business practices. Customers will be notified of any significant changes, and the updated policy will apply to all data collected after the effective date of the amendment.
11. Automated Data Processing (If Applicable): Chrysalis Tours may use automated systems for processing personal data to enhance the efficiency of service delivery, including personalized travel recommendations and itinerary updates. The customer consents to such automated processing, which will always comply with applicable data protection laws.
12. Third-Party Data Processors: Chrysalis Tours may engage third-party data processors to assist with secure data storage and processing. These processors are carefully selected based on their compliance with data protection regulations and are contractually obligated to maintain the confidentiality and security of customer data.
13. Customer’s Responsibility to Protect Shared Data: The customer agrees to take reasonable precautions when sharing personal data with Chrysalis Tours through digital communication channels (e.g., email, messaging platforms). The agency cannot be held liable for data breaches occurring due to the customer’s use of unsecured or public networks.

7.Travel Documentation and Compliance

1. Customer Responsibility for Travel Documents: The customer is solely responsible for obtaining and maintaining all necessary travel documents required for their trip, including passports, visas, and any other entry permits or authorizations. It is essential that these documents are valid for the entire duration of the trip and meet the entry requirements of the destination countries.
2. Visa and Health Requirements: The customer must ensure compliance with all visa and health requirements, including necessary visas, vaccinations, and health clearances. Chrysalis Tours may provide general guidance; however, it is the customer’s responsibility to check with relevant embassies, consulates, or health authorities for the most current requirements and ensure full compliance.
3. Compliance with Destination Regulations: The customer is responsible for adhering to all regulations and laws of the destination countries, including customs regulations, local laws, and any applicable travel restrictions. While Chrysalis Tours may offer general advice, the agency cannot guarantee the accuracy or completeness of such information and is not liable for any legal issues arising from non-compliance.
4. Disclaimer of Liability for Travel Documentation Issues: Chrysalis Tours will not be held liable for any issues, delays, or disruptions caused by the customer’s failure to obtain or maintain valid travel documents, visas, or health clearances. This includes any refusal of entry, fines, or penalties imposed by immigration or customs authorities.
5. Notification of Issues: If the customer encounters any problems related to travel documentation or compliance during their trip, they should notify Chrysalis Tours immediately. The agency will make reasonable efforts to assist; however, the customer remains ultimately responsible for resolving these issues and ensuring compliance with all relevant requirements.
6. No Liability for Documentation Errors: Chrysalis Tours does not verify the accuracy of travel documents provided by the customer or third parties. Any errors or omissions in these documents are the sole responsibility of the customer.
7. Verification of Travel Documents: The customer is advised to verify the validity of their travel documents well before their trip. Any delays or complications caused by the customer’s failure to confirm the validity of these documents are not the responsibility of Chrysalis Tours.
8. Travel Restrictions and Advisory Changes: Chrysalis Tours will make reasonable efforts to inform the customer of any known travel restrictions or advisories that may affect their itinerary. However, the customer is responsible for regularly checking travel advisories issued by relevant government authorities and adjusting their travel plans accordingly. The agency is not liable for any disruptions resulting from sudden changes in travel restrictions or advisories.
9. Additional Documentation for Special Activities: For certain destinations or activities (e.g., adventure sports, high-altitude tours), additional documentation such as liability waivers, medical clearances, or special permits may be required. The customer is responsible for obtaining and presenting these documents as needed. Failure to comply may result in the cancellation of the activity without a refund.
10. Digital Copies of Travel Documents: The customer is encouraged to provide digital copies of key travel documents (e.g., passport, visa) to Chrysalis Tours for backup purposes. This can assist in the event of lost or stolen documents during the trip. Digital copies will be stored securely and only accessed if necessary.

8.Force Majeure

1. Definition of Force Majeure: Force majeure refers to unforeseeable circumstances beyond the control of Chrysalis Tours, including but not limited to natural disasters, political unrest, strikes, pandemics, epidemics, acts of terrorism, government actions, or other extraordinary events. Chrysalis Tours reserves the right to modify, reschedule, or cancel the services provided in response to such events.
2. Agency’s Rights in Force Majeure Events: Chrysalis Tours will make reasonable efforts to minimize disruptions caused by force majeure. However, the agency reserves the right to alter itineraries, modify travel arrangements, or cancel services if deemed necessary due to the circumstances.
3. Customer Acknowledgement of Force Majeure Risks: The customer acknowledges that in cases of force majeure, refunds or compensation may be limited or subject to the terms of third-party suppliers such as airlines, hotels, and tour operators. Chrysalis Tours will not be liable for additional costs or losses incurred as a result of such changes.
4. Refunds and Compensation for Force Majeure Events: Refunds or compensation for services affected by force majeure will be governed by the policies of the relevant third-party suppliers. Chrysalis Tours will assist the customer in navigating these policies but does not guarantee the amount or availability of refunds. In cases where only part of the itinerary is affected, refunds will be issued only for those specific components.
5. Notification of Changes Due to Force Majeure: Chrysalis Tours will notify the customer promptly in the event of a force majeure situation affecting their travel plans. Where possible, the agency will provide information on alternative arrangements; however, the availability and suitability of such alternatives cannot be guaranteed.
6. Customer Responsibilities During Force Majeure: The customer is responsible for reviewing and accepting any changes to their travel arrangements resulting from force majeure. Chrysalis Tours is not liable for inconvenience, additional costs, or impacts arising from modifications, rescheduling, or cancellation of services due to force majeure.
7. No Liability for Losses Due to Force Majeure: Chrysalis Tours is not liable for any losses, damages, or expenses incurred by the customer as a result of force majeure, including travel delays, accommodation changes, or other disruptions to the planned itinerary.
8. COVID-19 and Other Health-Related Disruptions: In the event of travel disruptions due to COVID-19 or similar health crises, Chrysalis Tours will make reasonable efforts to adjust the itinerary. However, any additional costs incurred due to quarantine requirements, health screenings, or last-minute changes will be the customer’s responsibility. Refunds will be subject to the policies of third-party suppliers, and Chrysalis Tours will assist in navigating these refunds without guaranteeing the outcome.
9. Customer Agreement to Assumption of Risk: By engaging with Chrysalis Tours, the customer agrees to assume all risks associated with force majeure events. The customer acknowledges that unforeseen disruptions may occur, and that the agency’s liability is
10. Force Majeure Notification Process: In the event of a force majeure situation, Chrysalis Tours will promptly notify the customer using available communication channels (e.g., email, phone call, messaging apps). The notification will provide details on the nature of the disruption, its potential impact on the planned services, and any feasible alternative arrangements. The customer will be informed of options and recommendations, but availability and suitability of alternatives cannot be guaranteed.
11. Force Majeure and Extended Delays (If Applicable): In the case of extended delays or prolonged disruptions due to force majeure events, Chrysalis Tours reserves the right to terminate or suspend the agreement without liability. If the disruption persists for an unreasonable duration (exceeding 30 days), either party may request a renegotiation of the terms or cancellation of the agreement, subject to the refund policies of third-party suppliers.
12. Travel Insurance and Force Majeure: Customers are strongly advised to have comprehensive travel insurance that covers disruptions caused by force majeure events. Chrysalis Tours will not be held liable for any additional costs, losses, or damages that could have been mitigated through proper insurance coverage.

9.Compliance with Local Laws

1. Responsibility for Compliance: The customer is responsible for complying with all local laws, regulations, and requirements of the destination country or countries during their trip. This includes, but is not limited to, laws related to customs, immigration, health and safety, and public conduct. This clause applies to all customers unless specified otherwise in the agreement.
2. Legal Issues (If Applicable): Chrysalis Tours will not be liable for any legal issues, fines, or penalties incurred by the customer due to non-compliance with local laws or regulations. The customer acknowledges that they are solely responsible for understanding and adhering to all legal obligations in their travel destination.
3. Customs and Immigration (If Applicable): The customer must ensure they possess all necessary visas, permits, and travel documents required for entry into the destination country. Failure to obtain or present the required documentation may result in denial of entry or other legal consequences, for which Chrysalis Tours will not be held responsible.
4. Health and Safety Regulations (If Applicable): The customer is responsible for adhering to health and safety regulations in the destination country, including requirements for vaccinations, medical examinations, and emergency procedures. Chrysalis Tours is not liable for any health-related issues or costs arising from non-compliance.
5. Local Conduct (If Applicable): The customer must respect local customs and regulations concerning behavior and conduct. Actions that violate local laws or cultural norms may result in fines, detention, or other legal actions. Chrysalis Tours will not be responsible for any such consequences.
6. Legal Representation (If Applicable): In the event the customer encounters legal issues while traveling, they are advised to seek appropriate legal representation or assistance from local authorities. Chrysalis Tours does not provide legal advice or representation and will not intervene in legal matters involving customers.
7. Notification of Changes (If Applicable): It is the customer’s responsibility to stay informed about changes in local laws and regulations that may impact their travel. While Chrysalis Tours may offer general guidance, the customer is ultimately responsible for compliance.
8. No Liability for Consequences: Chrysalis Tours will not be liable for any consequences, including legal actions, fines, or penalties, resulting from the customer’s failure to comply with local laws and regulations during their trip.
9. Environmental Regulations: The customer is encouraged to comply with local environmental regulations, including waste disposal and conservation rules. Non-compliance with such regulations may result in fines or other legal actions, for which Chrysalis Tours will not be held responsible.
10. Local Partnerships and Licenses: Chrysalis Tours may partner with local service providers in the destination country. These partners operate under local licenses and regulations, and the customer agrees to comply with any additional rules or requirements set forth by these local partners. Non-compliance may result in termination of the service without a refund.
11. Liability Waiver for Activities Requiring Permits (If Applicable): For certain activities (e.g., guided hikes, adventure sports), special permits or licenses may be required by local authorities. The customer is responsible for obtaining these permits where applicable. Chrysalis Tours is not liable for any disruptions or cancellations resulting from the customer’s failure to secure necessary permits.

10.Amendment of Terms

1. Right to Amend: Chrysalis Tours reserves the right to amend or update these Terms and Conditions at any time. Changes may be made to reflect adjustments in laws, regulations, business practices, or other operational needs.
2. Notice of Changes (If Applicable): Customers will be notified of significant amendments to the Terms and Conditions through written or electronic communication (e.g., email, website update). Notice will be provided at least 30 days before the effective date of the changes. For changes required due to immediate legal or regulatory compliance, notification will be given as soon as practicable.
3. Applicability to New and Existing Bookings (If Applicable): Amendments will apply to all new bookings made after the effective date. For existing bookings, changes apply only if they relate to new services or additional bookings. Services already confirmed or paid for will continue under the original terms unless the customer agrees to the updated Terms.
4. Customer Acknowledgment: By continuing to use Chrysalis Tours’ services after any amendments, the customer acknowledges and agrees to the revised Terms and Conditions. It is the customer’s responsibility to review the Terms periodically for updates.
5. No Impact on Previous Agreements (If Applicable): Amendments do not affect agreements made before the effective date unless explicitly stated in the revised Terms.
6. Feedback and Queries (If Applicable): Customers with questions or concerns about the amendments are encouraged to contact Chrysalis Tours for clarification.
7. Digital Acceptance of Terms: The customer agrees to these Terms and Conditions through digital acceptance, such as ticking a checkbox or providing a digital signature during the booking process. This acceptance is legally binding and equivalent to a physical signature.
8. Amendments Due to Force Majeure (If Applicable): In cases where amendments are necessary due to a force majeure event (as defined in Section 8), changes may be implemented immediately without prior notice. Customers will be informed as soon as possible about any amendments made under such circumstances.
9. Amendment of Payment Terms (If Applicable): Chrysalis Tours reserves the right to update the payment terms specified in this agreement in response to changes in supplier pricing, currency fluctuations, or new operational needs. Customers will be notified of any significant changes, and the updated payment terms will apply to all future bookings made after the effective date of the amendment.
10. Amendment Review Request (If Applicable): Customers have the right to request a review or clarification of any amendments made to these Terms and Conditions. Such requests must be submitted in writing within 14 days of receiving the amendment notice. Chrysalis Tours will respond to review requests in a timely manner but reserves the right to enforce the amended terms as specified.

11.Customer Conduct

1. Expectation of Behaviour: The customer agrees to act respectfully, courteously, and lawfully during interactions with Chrysalis Tours, its representatives, and third-party suppliers, including airlines, hotels, transportation providers, and activity operators.
2. Compliance with Third-Party Rules (If Applicable): The customer must follow the rules, policies, and guidelines set by third-party suppliers, such as check-in/check-out times, baggage policies, and activity-specific requirements. Non-compliance may result in additional fees or the cancellation of services without a refund.
3. Respectful Interaction: The customer is expected to interact respectfully with all staff and representatives of third-party suppliers. Harassment, aggressive behavior, or inappropriate conduct may lead to the immediate termination of services, without a refund.
4. Adherence to Legal and Safety Requirements: The customer must comply with all applicable laws, regulations, and safety guidelines of the destination country. Chrysalis Tours is not liable for any penalties or legal consequences resulting from the customer’s non-compliance.
5. Responsibility for Personal Conduct: The customer is responsible for their own conduct and that of any accompanying individuals. Damages, losses, or penalties arising from misconduct will be the sole responsibility of the customer.
6. Notification of Issues (If Applicable): If the customer encounters any issues or disputes with third-party suppliers, they should promptly inform Chrysalis Tours. While the agency may assist in resolving these issues, the customer remains responsible for addressing disputes directly with the supplier when necessary.
7. Liability for Additional Costs (If Applicable): The customer will be liable for any extra costs incurred due to non-compliance with third-party rules or policies, including damages, fines, or fees. Chrysalis Tours will not be responsible for covering these additional expenses.
8. Right to Refuse Service: Chrysalis Tours reserves the right to refuse service or terminate the agreement if the customer engages in behavior that is deemed disruptive, inappropriate, or unacceptable. In such cases, no refunds or compensation for unused services will be provided.
9. Feedback and Complaints: Customers are encouraged to share their experiences and provide feedback on the services received. Complaints should be submitted in writing, and Chrysalis Tours will handle them according to its complaint resolution procedures.
10. Alcohol and Substance Use (If Applicable): The customer agrees to refrain from excessive alcohol consumption or the use of illegal substances during the trip. Chrysalis Tours reserves the right to terminate services without a refund if the customer’s behavior, influenced by alcohol or substances, poses a risk to themselves, others, or disrupts the planned itinerary.
11. Conduct Towards Local Communities (If Applicable): The customer is expected to respect local customs, traditions, and community members during their travel. Actions that harm local communities, wildlife, or the environment may result in termination of services. Chrysalis Tours will not be responsible for any legal actions or penalties incurred as a result of such behavior.
12. Use of Social Media and Public Reviews (If Applicable): The customer agrees to provide fair and honest feedback when sharing reviews on social media or public platforms. Misrepresentation of facts or defamatory comments may result in legal action if they cause damage to the reputation of Chrysalis Tours or its partners.

12.Feedback and Complaints

1. Feedback Process: Chrysalis Tours values customer feedback as a crucial element for continuous improvement. Customers are encouraged to share both positive and constructive feedback through email, the website feedback form, or by contacting customer service directly.
2. Complaints Procedure: Customers who wish to file a complaint should follow these steps:
   • Submission of Complaint: The customer must submit their complaint in writing within 7 days of the incident. Complaints can be submitted via email, mail, or through the website’s complaint form.
   • Information Required: The complaint should include details of the issue, relevant booking information, and any supporting documentation to enable a thorough investigation.
   • Acknowledgment: Upon receipt, Chrysalis Tours will acknowledge the complaint within 2 business days, confirming receipt and outlining the next steps.
   • Response Time: A response will be provided within 14 business days after receiving all necessary information. If additional time is required, the customer will be informed of the expected resolution timeline.
3. Resolution (If Applicable): Chrysalis Tours will strive to resolve complaints to the customer's satisfaction. Possible resolutions include service adjustments, partial refunds, or other suitable remedies based on the issue.
4. Escalation (If Applicable): If the customer is not satisfied with the initial resolution, they may request an escalation. Details on further steps will be communicated by Chrysalis Tours.
5. Confidentiality: All complaints will be handled with strict confidentiality. Personal information and complaint details will be used solely for resolution purposes and will not be disclosed to unauthorized parties.
6. Feedback Utilization: Feedback is regularly reviewed and used to enhance service offerings. While individual responses may not be given for all feedback submissions, each piece of feedback is considered valuable and contributes to service improvements.
7. Third-Party Involvement (If Applicable): If the complaint involves issues with third-party suppliers (e.g., airlines, hotels, tour operators), Chrysalis Tours will facilitate communication with the relevant parties. However, the final resolution may depend on the supplier’s own complaint and refund policies. Chrysalis Tours does not guarantee the outcome of disputes involving third-party services.
8. Time Limit for Resolution Requests (If Applicable): Complaints must be submitted within 7 days of the incident. Requests for service adjustments or refunds made after this period may not be accepted, as timely reporting is necessary to investigate and resolve issues effectively.
9. No Retaliation Policy: Chrysalis Tours maintains a no-retaliation policy. Customers can submit feedback or complaints without fear of negative consequences or discrimination. All submissions will be reviewed fairly and impartially.

13.Changes in Legislation or Travel Advisories

1. Agency Disclaimer (If Applicable): Chrysalis Tours is not responsible for any changes in laws, regulations, or travel advisories that may impact the customer’s ability to travel. This includes changes in visa requirements, health and safety regulations, customs laws, or travel advisories issued by governments or international organizations.
2. Impact on Travel Plans: Changes in legislation or updated travel advisories may require the customer to obtain additional documentation, comply with new regulations, or incur extra costs. It is the customer’s responsibility to stay informed about such changes and ensure they meet all updated requirements.
3. Notification of Changes (If Applicable): While Chrysalis Tours may provide general guidance on relevant travel advisories, the customer is ultimately responsible for verifying and adhering to current laws and regulations. The agency is not liable for any issues, delays, or costs resulting from changes in legislation or travel advisories.
4. Responsibility for Additional Costs: Any additional costs incurred due to changes in laws or travel advisories, such as fees for extra documentation, health screenings, or updated travel insurance, are the customer’s responsibility. Chrysalis Tours will not cover these expenses.
5. Support with Compliance: Chrysalis Tours will make reasonable efforts to assist the customer in understanding and complying with new regulations or advisories. However, this assistance does not guarantee compliance or exemption from additional requirements or costs.
6. Travel Advisories (If Applicable): The customer is advised to regularly monitor travel advisories issued by relevant government authorities or international organizations regarding their travel destination. Information provided by Chrysalis Tours is offered as a courtesy and does not guarantee accuracy or timeliness.
7. No Liability for Consequences: Chrysalis Tours will not be liable for any consequences, such as denied boarding, entry refusals, or trip cancellations, resulting from the customer’s failure to comply with updated laws, regulations, or travel advisories.
8. Customer Responsibility for Travel Insurance Updates (If Applicable): The customer is responsible for ensuring that their travel insurance policy is updated to reflect any new travel advisories or legal requirements. Chrysalis Tours advises customers to review and update their coverage accordingly, especially if changes in legislation affect the scope of their planned activities.
9. Waiver of Agency Liability for Last-Minute Changes: Chrysalis Tours shall not be held liable for last-minute changes to travel plans resulting from new or updated legislation, including emergency travel bans, health regulations, or visa restrictions implemented without prior notice. Customers are encouraged to remain flexible and prepared for potential adjustments.
10. Assistance with Legal or Compliance Issues (If Applicable): While Chrysalis Tours may offer general guidance on compliance with updated laws and travel advisories, customers are advised to seek professional legal or consular advice for complex or high-risk travel situations. The agency’s guidance does not replace professional legal counsel.

14.Intellectual Property Ownership of Materials

1. All travel itineraries, plans, content, and any other materials created or provided by Chrysalis Tours as part of the Holiday Planning Service (collectively referred to as "Agency Materials") are the intellectual property of Chrysalis Tours. This includes, but is not limited to, written documents, digital content, graphics, designs, and proprietary information.
   • Usage Rights: The customer is granted a non-exclusive, non-transferable, and revocable license to use the Agency Materials solely for personal purposes related to their travel plans. This license is valid for the duration of the trip and for personal reference only. The customer agrees to the following:
   • No Commercial Use: The Agency Materials shall not be used for commercial purposes, including reproduction, distribution, or public presentation, without prior written consent from Chrysalis Tours.
   • No Unauthorized Duplication: The customer shall not copy, duplicate, or republish any part of the Agency Materials beyond what is necessary for personal travel planning.
   • No Third-Party Sharing (If Applicable): The customer shall not share or provide the Agency Materials to third parties, except as required for the agreed travel arrangements.
   • Intellectual Property Protection: Chrysalis Tours reserves the right to protect its intellectual property. Unauthorized use, reproduction, or distribution may result in legal action.
2. Customer Responsibilities:The customer acknowledges and agrees to comply with the usage restrictions outlined in this section. The customer is also responsible for ensuring that any individuals or entities they share the Agency Materials with adhere to these restrictions.
3. Return of Materials (If Applicable): Upon completion of the planning service or termination of the agreement, the customer must cease all use of the Agency Materials and, if requested, return or destroy any copies.
4. No Transfer of Ownership Rights: Nothing in this agreement shall be construed as transferring ownership rights of the Agency Materials to the customer or any third party. Chrysalis Tours retains full rights, title, and interest in its intellectual property.
5. Digital Format and Accessibility: The Agency Materials may be provided in a digital format for convenience. The customer agrees not to alter or modify the digital content without prior written consent from Chrysalis Tours.
6. License Revocation (If Applicable): Chrysalis Tours reserves the right to revoke the customer’s license to use the Agency Materials at any time if there is a breach of the usage terms outlined in this agreement. Upon revocation, the customer must immediately cease all use of the materials and, if requested, return or destroy any copies.
7. Use of Trademarks and Branding: The customer may not use Chrysalis Tours' trademarks, logos, or branding elements in any form without prior written consent. Unauthorized use of the company’s branding for commercial or promotional purposes is strictly prohibited and may result in legal action.
8. Indemnification for Intellectual Property Infringement: The customer agrees to indemnify and hold harmless Chrysalis Tours against any claims, damages, or losses arising from unauthorized use, reproduction, or distribution of the Agency Materials, including any infringement of intellectual property rights.

15.Marketing and Promotional Use

1. Consent for Use (If Applicable): With the customer’s consent, Chrysalis Tours may use photos, testimonials, feedback, and other related content for marketing and promotional purposes. This includes, but is not limited to, social media posts, website content, brochures, advertisements, and other promotional materials.
2. Scope of Use: The customer’s content may be used to showcase their experiences and to promote Chrysalis Tours' services across various marketing platforms, including the company’s website and social media channels.
3. Opt-Out Option: Customers who do not wish for their photos, testimonials, or feedback to be used for marketing purposes may opt out by notifying Chrysalis Tours in writing. This request can be submitted via email or by sending a written notice to our office. Upon receipt of the opt-out request, Chrysalis Tours will discontinue any further use of the customer’s content for marketing purposes.
4. Revocation of Consent: If a customer initially consents to the use of their content but later decides to withdraw it, they may do so by providing written notice. Chrysalis Tours will cease using the customer’s content in future marketing materials, although previously published content may not be altered or removed immediately.
5. No Compensation: The customer acknowledges that they will not receive any compensation or royalties for the use of their photos, testimonials, or feedback in Chrysalis Tours' marketing and promotional materials.
6. Privacy Considerations: Chrysalis Tours will take reasonable steps to use customer content in a respectful manner that upholds privacy standards. However, the customer agrees that some content may be publicly accessible and consents to its use as outlined.
7. Customer Review (If Applicable): Customers have the right to request a review of the content intended for marketing purposes before it is published. Such requests should be submitted in writing, and Chrysalis Tours will provide the content for review in a timely manner.
8. Use of Anonymized Data (If Applicable): Chrysalis Tours may use anonymized or aggregated customer data for internal research, service improvements, and marketing analysis. This data will not include personally identifiable information and will be used in compliance with applicable data protection laws.
9. Customer Consent for Social Media Tagging: With the customer’s consent, Chrysalis Tours may tag the customer’s social media accounts in posts showcasing their travel experiences. The customer may withdraw this consent at any time by notifying the agency in writing.
10. Dispute Over Content Use: In the event of a dispute regarding the use of customer content for marketing purposes, Chrysalis Tours will make reasonable efforts to address the customer’s concerns and resolve the issue amicably. If the dispute cannot be resolved, Chrysalis Tours may cease using the content in question until an agreement is reached.
11. Content Use for Long-Term Marketing: The customer acknowledges that photos, testimonials, and feedback may be used in Chrysalis Tours' long-term marketing materials, including digital archives and promotional content that may remain accessible beyond the duration of the initial agreement.

16.Scope of Services

1. Itinerary Planning: Chrysalis Tours creates detailed travel itineraries tailored to customer preferences. The itineraries may include suggested activities, sightseeing recommendations, and the scheduling of various events and experiences.
2. Accommodation Bookings (If Applicable): Arranging accommodations that meet the customer’s standards, preferences, and budget, including a variety of options such as hotels, resorts, vacation rentals, and other lodging.
3. Transportation Coordination (If Applicable): Coordinating transportation services, including flight bookings, airport transfers, car rentals, train tickets, and other local transportation needs as part of the travel itinerary.
4. Activity Reservations (If Applicable): Chrysalis Tours can arrange bookings for tours, excursions, entertainment, and other activities based on the customer’s interests and the availability of services.
5. Restaurant Reservations (If Applicable): Arranging dining experiences tailored to the customer’s preferences, including restaurant bookings, accommodating special dietary requests, and securing exclusive dining arrangements when possible.
6. Travel Consultation: Providing expert advice on travel destinations, cultural customs, safety guidelines, and logistical considerations to ensure a seamless and enjoyable travel experience.
7. Special Requests and Custom Services (If Applicable): Chrysalis Tours can accommodate special requests or provide custom services upon the customer’s request, including private guided tours, personalized experiences, or unique travel arrangements tailored to specific needs.
8. Inclusions and Exclusions (If Applicable): The holiday planning services provided by Chrysalis Tours are based on the inclusions specified in the agreement. Any services, experiences, or arrangements not explicitly mentioned are considered exclusions and will not be provided unless requested as a custom service. Additional fees may apply for any requested services outside the scope of the original agreement.
9. Quality Assurance of Services: Chrysalis Tours endeavors to partner with reputable third-party suppliers to ensure a high-quality experience for customers. However, the agency does not guarantee the quality, safety, or performance of services delivered by independent third-party providers. Customers are advised to review the supplier’s terms and conditions and provide feedback on their experiences.
10. Customer Review of Itinerary and Services: The customer is encouraged to review the proposed itinerary and services thoroughly before approving the final version. Any requests for changes should be made promptly. Chrysalis Tours will not be liable for dissatisfaction resulting from services that were approved by the customer during the planning phase.

17.Service Fee Refund Policy

1. Non-Refundable Service Fee (If Applicable): The holiday planning service fee is non-refundable once payment is made. Partial refunds may be available depending on the stage of service delivery:
   • After the 1st Online Meeting: 80% refund of the service fee.
   • After the 2nd Day of Service: 60% refund of the service fee.
   • After the 3rd Day of Service: 40% refund of the service fee.
   • After the 4th Day of Service: 20% refund of the service fee.
   • From the 5th Day Onward: No refund will be provided.
2. Refunds Based on Supplier Policies (If Applicable): Refunds for bookings made through Chrysalis Tours are subject to the terms and conditions of third-party suppliers (e.g., airlines, hotels). The agency will refund its markup portion where applicable. Any additional processing fees, such as credit card charges, will be deducted from the total refundable amount.
3. Ticket Cancellation and Exchange Policy (If Applicable): Once tickets for attractions or events are purchased, cancellations, exchanges, or refunds are not permitted unless the event is canceled or postponed by the organizer. Chrysalis Tours is not liable for changes made by the event organizer.
4. Completion of Planning Service: Upon finalizing the holiday planning service, the customer must sign a release form confirming the completion of services. The return of any unused deposit is contingent on the signing of this form.
5. Deposit and Top-Up Adjustments: A deposit covering the estimated budget must be paid upfront before the planning begins. If the deposit falls below 20% of its initial amount during the planning process, a top-up will be required. Any remaining deposit balance will be refunded within 28 business days after the trip and upon signing the release form.
6. No Partial Cancellations (If Applicable): The holiday planning service is considered a complete package. Partial cancellations or refunds are not permitted once the service has commenced.
7. Changes to the Itinerary (If Applicable): Any modifications requested by the customer after the start of the planning process will be treated as a new service request. Additional fees may apply depending on the complexity of the changes.
8. Late Booking Fees (If Applicable): Bookings made on short notice may incur additional fees due to the increased administrative costs and risks associated with last-minute arrangements.
9. Administrative Fees (If Applicable): An administrative fee may be charged for processing cancellations or modifications. This fee is separate from any charges imposed by third-party suppliers.
10. Dispute Resolution: Chrysalis Tours will first attempt to resolve any disputes regarding cancellations, refunds, or service issues through good faith negotiations. If no resolution is reached, the dispute will be submitted to mediation or arbitration, as mutually agreed by both parties. Before mediation or arbitration, the customer may escalate their complaint to a senior representative for a final internal review to attempt resolution amicably.
11. Third-Party Suppliers' Terms: All bookings made through Chrysalis Tours are governed by the terms and conditions of the respective third-party suppliers. These terms may affect the refundability and other aspects of the services provided.
12. Customer Responsibilities: The customer is responsible for providing accurate information throughout the planning process and ensuring the validity of all necessary travel documents, such as passports and visas. Chrysalis Tours is not liable for any issues arising from incorrect or incomplete information provided by the customer.
13. Alternative Arrangements (If Applicable): In cases where changes are required due to circumstances beyond the agency’s control, Chrysalis Tours will strive to provide comparable alternatives. Any additional costs will be communicated to the customer for approval before proceeding.
14. Policy Updates: Chrysalis Tours reserves the right to update or amend this refund policy. Significant changes will be communicated in writing, and the updated policy will apply to new bookings made after the change.
15. Customer’s Right to Cancel: The customer may cancel the holiday planning service at any time, subject to the refund schedule outlined above. Cancellations must be submitted in writing, and the refund amount will be determined based on the date of receipt of the cancellation notice.
16. Non-Refundable Components (If Applicable): Certain components of the holiday planning service, such as consultation fees, special arrangements, or custom services, may be designated as non-refundable. Chrysalis Tours will specify these non-refundable components at the time of booking.
17. Refund Timeline and Process: All eligible refunds will be processed within 28 business days after the receipt of the signed release form and confirmation of any applicable refunds from third-party suppliers. Chrysalis Tours will communicate the status of the refund to the customer throughout the process.
18. Handling Fees for Refunds (If Applicable): In cases where refunds are issued, Chrysalis Tours reserves the right to deduct handling fees to cover administrative costs. These fees will be specified in the refund breakdown provided to the customer.
19. Early Termination of Services: If the customer terminates the holiday planning service before completion, the refund amount, if any, will be determined based on the percentage of services already rendered. Chrysalis Tours will provide a detailed calculation of the refund amount in such cases.
20. Force Majeure Refund Policy: In cases where a force majeure event (as defined in Section 8) affects the customer’s ability to proceed with the planned itinerary, refunds will be handled in accordance with the policies of third-party suppliers. Chrysalis Tours will make reasonable efforts to secure refunds on behalf of the customer but does not guarantee the outcome.

18.Jurisdiction and Governing Law

1. Governing Law:This agreement shall be governed by and construed in accordance with the laws of Singapore.
2. Exclusive Jurisdiction:Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the Singapore courts.
3. International Customers and Singapore Jurisdiction:As Chrysalis Tours is a company registered in Singapore, all legal matters will be governed by Singapore law, regardless of where the customer resides. By engaging our services, the customer agrees to submit to the jurisdiction of the Singapore courts. This means that any legal actions brought against Chrysalis Tours must be filed in Singapore. The customer acknowledges and accepts that any dispute resolution proceedings, including mediation or arbitration, will be conducted under Singaporean legal standards.
4. Governing Language:These Terms and Conditions are drafted in English. In the event of discrepancies between the English version and any translations, the English version shall prevail. All disputes will be resolved based on the English text.
5. Dispute Resolution Location:Any mediation, arbitration, or legal proceedings initiated in connection with these Terms and Conditions will be held in Singapore. The customer agrees to travel to Singapore
6. Legal Fees and Costs: In the event of a legal dispute, the prevailing party shall be entitled to recover reasonable legal fees and costs from the other party. This includes any fees related to mediation, arbitration, or court proceedings.