RIGHTS & PRINCIPLES
The customer must be aware that The Hiker is fully responsible for all its operations. This means that the customer must adhere to the guidelines and instructions of The Hiker’s tour-guide at all times.
The Hiker is responsible for: security, safety, travel permits, government taxes, entrance
fees, local guide, English speaking guide, accommodation, transport, food and water as
described in the relevant tour itinerary. The Hiker also endeavours to meet the customer
satisfactions to the best of its ability and is responsible for any complaints that arise which will be dealt with as detailed above.
The Hiker has the right to decline or remove a group member at any time if the person
is being aggressive, disrespectful or behaving in a dangerous manner that puts him or herself and/or other members of the group at risk and is unwilling to adhere to the authority of The Hiker tour-guide.
The Hiker cooperates with third parties including government agencies and a network of
individuals and companies and to the best of The Hiker’ knowledge, these third parties are qualified to perform the duties they are under contract to. However, The Hiker will not be held liable for any injury, damage, loss, delay or irregularity that may occur due to the behaviors of these third parties.
The Hiker will not accept responsibility or liability for any traveler who contravenes any
law or regulation of any country visited.
CUSTOMER’S TRAVEL INSURANCE
The Hiker’s rental vehicles are insured as commercial passenger vehicles. Insurance covers all the passengers while in a vehicle. The Hiker is not liable for any other insurance claims related to the tour.
All customers travelling with The Hiker must have a valid travel insurance policy that covers the following liabilities: personal accident, medical expenses, baggage loss, cancellations, curtailment, personal liability and emergency repatriation.
We recommend that the insurance also cover activities and risks related to kayaking, mountain biking, trekking and accidents or illness in remote locations with limited emergency facilities. Please be advised some insurance policies do not cover trekking beyond a certain height above sea level. We suggest customers read their insurance policies before booking a tour as certain events such as natural disasters and terrorism also may not be covered.
The customers agree to assume all risks related to the trip and agrees that no liability will be attached to The Hiker or its partner agencies.
DEPOSIT – PAYMENT
1. The Hiker will issue an invoice (incl. bank account details) following the confirmation of booking.
2. Payments can be made via:
· credit card including a 3.0% transaction fee
· bank transfer including transfer fees fully covered by a partner agent
3. The Hiker requires 50% deposit per booking from an International-based customer. And the balance must be paid on arrival by a credit card or in cash.
1. A booking should be made by email or fax, containing a tourname and tourcode customer(s) are considering.
2. For a tour that already exists, The Hiker will provide a tour itinerary. For a customised
tour, The Hiker will provide a proposal for how the tour will be organised.
3. A booking form will be sent by The Hiker via email or fax.
4. A list of participants incl. the title (Ms./Mr.) and passport numbers are required to apply for the National Tourism permit (as per Lao’s legislation).
5. In addition, The Hiker requires contact details of a tour group leader or an emergency contact person.
6. To secure the booking the customer is required to read and sign the terms and
7. A booking is accepted when The Hiker provides the customer with a written
confirmation of the booking reservation.
One day prior to the commencement of the trip, The Hiker requires the customer(s) or leader of a tour group to meet at The Hiker Office (if possible) to reconfirm customer’s booking and receive a final briefing in preparation for the trip. If this is impractical a phone call or email to The Hiker office are acceptable alternatives.
CANCELLATION BY CUSTOMER
In case of any change or cancellation, a customer(s) or Tour Agent should inform The Hiker as soon as possible. The minimum date of cancellation should not be later than 3 days before the trip starts. The Hiker may require some compensation of the service charge.
CANCELLATION BY THE HIKER
The Hiker may cancel a trip due to unforeseen circumstances beyond its control, such as natural disasters, political instability etc.
The Hiker will endeavour to attain the most ethical resolution in the best interests of both parties based on the circumstances. This may include a partial refund when and if The Hiker has the capacity to do so.
TRAVEL WITH CHILDREN
Children are very welcome to our tours. Children aged 14 years and under must be
accompanied by an adult. See below the following charges:
· 1 – 5 years old: free of charge for one child. 50% charge from one of two children
· 6 – 10 years old: 50% discount
· Over 10 years: full charge
The Hiker endeavours to meet the customer’s needs and expectations. In a situation where the customer is unsatisfied we advise they make the tour guide aware of the issue as soon as possible to allow the guide time to address the problem. If the customer is still not satisfied following the completion of the trip we ask that the customer submit a written complaint via email to The Hiker within 2 weeks of completing the tour.