1. Introduction and Acceptance of Terms1.1 These Terms and Conditions govern all travel and related services offered by RAYA TRAVEL AND GENERAL DEALERS, hereafter referred to as “Raya Travel.”
1.2 By accessing our website, making a booking, or purchasing any of our services, you agree that you have read, understood, and accepted these Terms and Conditions on behalf of yourself and all persons named in the booking.
1.3 Raya Travel reserves the right to amend these Terms and Conditions at any time without prior notice. The version in effect at the time of booking will apply.
2. Definitions 2.1 “We”, “us”, “our” means Raya Travel. 2.2 “You”, “your”, “traveller”, “client” means the person or persons named on the booking. 2.3 “Supplier” means any third party providing travel services, including airlines, hotels, ground operators, cruise lines, car hire companies, and attraction operators. 2.4 “Booking” means any reservation for travel products or services made with Raya Travel.
3. Your contract with Raya Travel and suppliers 3.1 When you make a booking with us, a contract is formed between you and the supplier of the travel product or service. We act as the agent for those suppliers unless otherwise stated. We may also issue travel products under our own name where indicated. 3.2 All bookings are subject to the terms and conditions and rules of the relevant supplier. Where a supplier imposes cancellation fees or other penalties, those charges will apply to you. This is standard industry practice.
4. Booking process and accuracy of information 4.1 All bookings must be made by a person 18 years or older unless otherwise agreed. 4.2 You must provide full and accurate details at the time of booking. This includes names as they appear on travel documents, correct dates of birth, passport numbers where required, correct contact details and any special requirements. 4.3 We reserve the right to cancel any booking or refuse to accept or process a booking where the information provided is false or incomplete.
5. Pricing, payment and currency 5.1 Prices are quoted in the currency shown on the booking and are based on available rates at the time of quotation. 5.2 Prices quoted are subject to change until payment is received in full and the supplier has confirmed the booking. 5.3 Payment terms will be set out at the time of booking. A deposit may be required to secure a booking. Deposits are generally non refundable unless the supplier policy states otherwise. Many agencies require full payment by a specified deadline before travel. 5.4 We accept the payment methods displayed on our website or communicated by us. Payment will authorise us to pass funds to third party suppliers. 5.5 If you do not pay the balance when due we may treat your booking as cancelled and apply cancellation charges in accordance with the supplier rules.
6. Tickets, travel documents, visas and passports 6.1 It is your responsibility to ensure all travel documents, passports and visas are valid and obtained in time for travel. We may provide guidance but obtaining visas, entry permissions or health certificates is your responsibility. 6.2 We will not be liable for any loss, cost or expense incurred by you as a result of failure to obtain the correct documentation. 6.3 If any supplier refuses you travel or entry because of inadequate documentation you will be treated as a no show and no refund will be given unless a supplier provides one.
7. Insurance 7.1 We strongly recommend that all travellers take out comprehensive travel insurance covering medical expenses, personal injury, loss of baggage, cancellation, curtailment and other usual travel risks. 7.2 Where we provide insurance options we will give you the details of the policy and the insurer. Insurance premiums are generally non refundable. You must read the policy wording for full details and exclusions.
8. Changes and cancellations by you 8.1 If you wish to change or cancel your booking you must notify us in writing. Changes and cancellations are subject to supplier rules and any applicable fees. 8.2 Where a change or cancellation is processed by a supplier the supplier cancellation or change penalties will apply. We will also charge any administrative fee that we notify you of at the time. Cancellation is effective from the date we receive written notification. 8.3 Some fares, tickets and rates are non refundable. If you have booked a non refundable product no refund will be available from us or the supplier.
9. Changes and cancellations by Raya Travel 9.1 On occasion suppliers change schedules, prices or availability or make errors in availability and pricing. If a material change occurs we will contact you to offer options which may include accepting the change, an alternative or cancellation and refund. 9.2 We will not be liable for changes caused by suppliers but we will assist to the extent reasonably possible. 9.3 In rare cases we may need to cancel bookings. Where we cancel for reasons within our control we will offer alternatives or a refund of monies paid less any costs already incurred. Where cancellation is caused by supplier action or force majeure we will pass on any refund we receive from the supplier. Refunds are made once we have received funds back from the supplier. Processing time may vary.
10. Refunds and processing time 10.1 Refunds are subject to the relevant supplier terms. If a supplier agrees to a refund we will process the refund to the original payment method when we receive funds from the supplier. 10.2 We will not process refunds until we are authorised by the supplier to do so and until we have received the refunded funds. Processing may take time depending on the supplier and banking systems. This is industry standard.
11. Supplier limitations and independent suppliers 11.1 Many services are supplied by independent contractors who are not under our control. We accept no liability for their acts or omissions other than to the extent required by applicable law. 11.2 We do not control suppliers and are not responsible for their default, failure or omissions including but not limited to losses, delays, changes to itinerary, failure to provide services, injury, death, or property loss.
12. Health, safety and travel advisories 12.1 You must check and comply with any health and safety requirements for destinations including vaccines and medical certificates. 12.2 We will provide advice when available but you must confirm requirements with local authorities and the supplier.
13. Special requests and accessibility 13.1 Any special requests must be made at the time of booking and confirmed in writing. Suppliers are not obliged to comply but will try to accommodate requests. 13.2 It is your responsibility to advise us of any disability, dietary needs or medical conditions. We will pass information to suppliers but cannot guarantee the accommodation of special needs.
14. Behaviour and right to refuse travel 14.1 You and your party must behave responsibly and comply with instructions of suppliers and local law. 14.2 We reserve the right to terminate or refuse services to any person who behaves in a way that causes danger, nuisance or undue annoyance. No refund will be due in those circumstances.
15. Baggage, delays, lost or damaged property and missed connections 15.1 Baggage rules, liability for loss or damage, and compensation for delays are governed by the relevant supplier and international conventions where applicable. 15.2 Any claims for loss or damage must be made in writing to the supplier and to us where appropriate within the supplier prescribed time limits.
16. Limitation of liability and disclaimers 16.1 To the maximum extent permitted by law, Raya Travel accepts no liability for any loss, injury, death, damage, delay, additional expenses or inconvenience caused by the acts or omissions of suppliers, other travellers, or events outside our control. 16.2 Where applicable law does not permit the exclusion of liability, our liability will be limited to the amount paid by you for the travel services giving rise to the claim. 16.3 We recommend you take out travel insurance to protect against unforeseen loss.
17. Force majeure 17.1 We will not be liable for any failure or delay in performing our obligations where the failure or delay is due to events beyond our reasonable control such as natural disaster, war, strikes, industrial disputes, terrorist activity, pandemics, governmental action, severe weather, supplier insolvency or other events amounting to force majeure. If possible we will assist to rebook or secure alternatives but this may incur additional costs.
18. Travel warnings and advisories 18.1 We recommend that you check travel advisories issued by official government sources prior to booking and prior to travel. We are not responsible for your decision to travel.
19. Price errors and mistakes 19.1 In the rare case of a manifest pricing error we reserve the right to cancel the booking and refund any amounts paid or offer to reissue the booking at the correct price.
20. Promotional offers, loyalty programs and vouchers 20.1 Promotional offers and vouchers are subject to availability and specific terms. They cannot be exchanged for cash unless stated.
21. Privacy and data protection 21.1 We collect personal information required to make a booking, issue tickets and meet legal and supplier requirements. By booking you consent to us processing and sharing personal data with suppliers, payment processors and authorities as necessary for travel. 21.2 Our privacy policy explains how we collect, use and protect personal data. You should read it alongside these Terms and Conditions.
22. Complaints and dispute resolution 22.1 If you have a complaint you must notify the supplier or service operator immediately while you are travelling and also notify Raya Travel in writing within 28 days of the end of travel. 22.2 We will respond to complaints within a reasonable time and will seek to resolve issues in good faith.
23. Third party websites, links and content 23.1 Our website may contain links to third party sites. We do not control or endorse third party sites and are not responsible for their content.
24. Intellectual property 24.1 All content on our website and promotional material is owned by Raya Travel or used with permission. You may not copy or use our material without permission.
25. Severability and entire agreement 25.1 If any provision in these Terms and Conditions is held to be invalid or unenforceable, the remainder of the terms will remain in full force. 25.2 These Terms and Conditions constitute the entire agreement between you and Raya Travel regarding the subject matter.
26. Governing law and jurisdiction 26.1 These Terms and Conditions are governed by the law of the country set out on our website or confirmed in writing. Any dispute will be resolved in the courts of that jurisdiction unless otherwise agreed.
27. Definitions of common terminology 27.1 Booking confirmation means the written confirmation we provide with the booking details and payment status. 27.2 Deposit means the initial payment required to secure a booking. 27.3 No show means failure to arrive for a confirmed travel service at the appointed time without prior notification. 27.4 Supplier means any third party providing services such as airlines, hotels, ground operators, or attractions.
28. Important notes you should take away 28.1 Always check supplier terms for refunds and cancellations before booking. 28.2 Consider travel insurance to protect against cancellation, medical costs, loss of baggage and other unexpected events. 28.3 Keep copies of all travel documents and confirmations and check them carefully on receipt.
29. Contact information 29.1 For questions, bookings or complaints contact Raya Travel at:Phone: +260 770454017 or +260 965885262. 29.1.1 Email: info@rayatravel.com 29.1.2 For urgent assistance during travel, contact the emergency number provided on your booking confirmation.