General Conditions

There is a reason for the fine print, even if we would like not to have had it

Please read the following terms and conditions carefully. You must not accept any booking unless you understand and agree with the following terms and conditions. References to “us”, “we”, “our” and/or ” Excella Travel (HK) Ltd ” in these booking terms and conditions shall mean trading as Excella Travel (HK) Ltd.

Prices: All prices are subject to availability and can be withdrawn or varied without notice. Prices quoted are subject to change at any time until full payment is received and tickets issued and we reserve the right to correct any pricing errors or omissions. Prices are per person unless otherwise stated.

Cancellation fees: (not applicable to non-refundable products and services) WE ARE UNABLE TO PROVIDE A REFUND TO YOU UNTIL WE RECEIVE THE FUNDS FROM THE RELEVANT SUPPLIER. Cancelled bookings will incur charges. These charges can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Fees will also apply where a booking is changed or tickets or other travel documents are re-issued. Where we incur any liability for a cancellation fee or charge for any booking which you cancel, you agree to indemnify us for the amount of that fee or charge.

Deposits and final payment: Depending on the travel service product, we may require a minimum deposit of % of the total fee or minimum $ per person at the time of booking. All deposits are non-refundable. Final payment is required no later than specified weeks prior to departure unless otherwise stated on your invoice. Some airfares or services must be paid in full at the time of booking.

Method of payment: Credit card, electronic transfer and payment by Hong Kong Dollar cheque drawn in Hong Kong. The price will vary depending on the mode of payment, please check with us at the time of quotes.
Prices are valid for payment by cash, cheque or bank transfer. Cheques are accepted but take up to four working days to clear. If you pay by credit card, you agree that you will not seek to charge back your payment to Excella Travel (HK) Ltd. Please note that electronic payments may take up to 2 business days to process. If you are paying by this method you will need to pay at least 2 business days prior to the actual due date. You must notify your consultant of your payment once it has been made. Where you pay by cheque, you agree not to stop payment of the cheque even when you cancel a booking. You agree that we may apply the proceeds of the cheque to satisfy any liability you have to us, including any liability in respect of cancellation fees, before refunding the balance to you. Travel documents will not be issued until full payment with cleared funds is received and fares are not locked in and will be subjected to change.

Taxes and fuel surcharges: Certain taxes are mandatory in various countries. There may also be an additional local tax charged at some airports. All taxes are subject to change without notice.

Travel insurance: We strongly recommend you obtain travel Insurance at the time you pay for your travel. All clients decline travel insurance at their own risk.

Agency: Excella Travel (HK) Ltd acts as a travel agent only. We sell various travel related products on behalf of numerous transport, accommodation and other wholesale service providers, such as airlines, coach, rail and cruise line operators. Excella Travel (HK) Ltd obligation is to make travel bookings on your behalf and to arrange relevant contracts between you and travel service providers. We have no responsibility for these services nor do we make or give any warranty or representation regarding their standard. All bookings are made subject to the terms and conditions and limitations of liability imposed by these service providers. Your legal recourse is against the specific provider and not Excella Travel (HK) Ltd. If for any reason, any travel service provider is unable to provide the services for which you have contracted your remedy lies against the provider and not with Excella Travel (HK) Ltd. If you have any issues or problems whilst travelling, please contact your travel agent prior to making any adjustment to your booking. Excella Travel (HK) Ltd will not be held responsible for any costs incurred as a result of decisions made without prior agreement from your agent.

Liability: We do not accept any liability of whatever nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control. Under circumstances where liability cannot be excluded, such liability is limited to the value of the purchased travel arrangements. We do not accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by force majeure or any other event which is beyond our control which is not preventable by reasonable diligence on our part.

Frequent flyer: Please advise your consultant of your frequent flyer details. Your consultant will pass these details on to the relevant supplier but cannot guarantee that the supplier will credit points for your booking. Please retain all boarding passes to allow verification of your travel if required.

Passports and visas: It is your responsibility to ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility. All travellers must have a valid passport for international travel. Many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport. Effective 12 January 2009, entry requirement to the USA for all eligible nationals of the Visa Waiver Program (VWP) will be to obtain an Electronic System for Travel Authorisation (ESTA).

To find out if your passport allows you to travel under the visa waiver program, please refer to the following website: The ESTA is an online automated system used to determine the eligibility of visitors to travel to the USA under the VWP. Please note, you will be unable to enter the USA under the VWP unless you have obtained an ESTA at least 72 hours prior to travel. It is your responsibility to ensure that you get ESTA prior to travel. If you need information regarding visa and other travel document requirements for your trip please let us know. We can obtain such information from an external visa advisory service provider on your behalf or you can access this information by contacting the nearest embassy or consulate of the country you intend to visit. For Hong Kong SAR passport holder, you may visit the following to check if you need a visa to visit your destination. We do not warrant the accuracy of such information and accept no liability for any loss or damage, which you may suffer in reliance on it.

Re-confirmation and flight departure times: You must reconfirm your flights and check for reschedules on your onward and return flights at least 72 hours prior to each journey (including Hong Kong) as departure times can change. Most airlines state that there is no need to re-confirm your departure times and flight numbers however, Excella Travel (HK) Ltd does not agree that this is not an essential requirement. All flights should be re-confirmed by phone with the relevant airline or your travel agent at least 72 hours prior to departure for each individual flight.

Travel advice: You must assess the risks associated with your chosen destination through the Security Bureau website, and ensure that you are fully aware of any health and safety risks associated with your chosen destinations.

Travel documents: Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees. All travel documents are non transferable. All airline tickets must be issued in the EXACT name of the passport/photo identity holder, some carriers will deny carriage if the name varies and the booking may be cancelled. Any errors in names on your documentation will be your responsibility if not advised at the time of booking.

Health: It is your responsibility to ensure that you are aware of any health requirements for your travel destinations and to ensure that you carry all necessary vaccination documentation.

Governing law: If any dispute arises in relation to the agreement between you and us as constituted by these terms and conditions or otherwise, the laws of Hong Kong will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Hong Kong and waive any right that you may have to object to an action being brought in those courts.

Monies not held on trust: All monies paid by you to us will be the property of Excella Travel (HK) Ltd and will be a debt due and payable to the travel service provider once the services to which the money relates have been provided. You agree and acknowledge that such monies will not be held by Excella Travel (HK) Ltd on trust for and on behalf of you and Excella Travel (HK) Ltd may hold such monies in any account as it sees fit, including with its own and/or other customer monies. Person booking or contacting with Excella Travel (HK) Ltd must be 18 years of age or older and also agree that they have authority to bind all passengers that they book on behalf of under the same terms and conditions. Service guarantee or policy: We aim to offer you products and services based on reputation, reliability and safety of respective service providers.

Privacy policy: Excella Travel (HK) Ltd is committed to protecting the privacy and confidentiality of personal information. Your personal data will be used for travel purposes and will be required to be given to third party vendors should it be required for fulfilment purposes. Legal documents: Should you wish to pay by credit card, you will be required to fill up the credit card authorization form as well as provide proof of address that correlates the respective card you will pay with, a copy of the front and back of the card as well as a photo ID. Refund policy No refund will be provided for non-refundable services nor in the event of no shows. For products that offer refund there will be a service fee in addition to the service provider’s charges. Insurance. The insurance product we offer will require for you to review the policy conditions carefully. Please take special note of the supporting evidence that will be needed in case of claim as well as the time frame in which this must be submitted. You will need to liaise directly with the insurance company for any claims. Should you require the assistance of our office and subject to the requested task will incur a non-refundable service fee for the work rendered irrespective of the outcome of the claim.

Please also read: Important before you travel

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Please contact us if you have any questions