Terms and Conditions

1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern your use of travel planning services provided by Accorto Travel ("we," "us," "our," or "Company"), operating from Namibia. By accessing our website at accortotravel.com ("Website"), submitting a travel planning request, or purchasing our services, you ("Client," "you," or "your") agree to be bound by these Terms in their entirety.

If you do not agree with any part of these Terms, you must not use our services. These Terms constitute a legally binding agreement between you and Accorto Travel.

Accorto Travel operates as an independent travel planning consultant and booking coordinator. We assist clients by researching options and coordinating reservations with independent third-party providers. All travel services are delivered by the respective suppliers.

2. Service Description

2.1 Services Provided

Accorto Travel offers the following services:

• Travel Planning Packages: Custom Namibia itinerary design including day-by-day schedules, accommodation recommendations, activity suggestions, and logistics planning. Accorto Travel provides planning and coordination services only and does not operate accommodations, tours, or transportation services.
• Booking Coordination: We coordinate accommodation and activity reservations with independent third-party providers on behalf of the client
• Trip Support: Pre-departure information, documentation assistance, and ongoing communication throughout the planning process
• Consultation Services: Expert advice on destinations, timing, budgeting, and trip logistics specific to Namibia

2.2 Services Not Provided

Accorto Travel does not:

• Operate tours or provide guide services
• Own, manage, or operate accommodations, vehicles, or activity providers
• Sell flights or provide airline booking services
• Act as a licensed travel agent or tour operator
• Provide travel insurance (though we strongly recommend clients obtain comprehensive coverage)
• Offer emergency services or on-ground support during your trip

2.3 Service Customization

All itineraries are custom-designed based on information you provide including travel dates, budget, interests, party composition, and special requirements. The accuracy and suitability of our recommendations depend on the completeness and accuracy of information you supply. We reserve the right to decline service requests that fall outside our area of expertise or operational capacity.

3. Pricing and Payment Terms

3.1 Service Fees

Our planning service fees are clearly stated on our pricing page and in your service agreement. Fees are quoted in Namibian Dollars (NAD) unless otherwise specified. Current pricing includes:

• Itinerary Planning Fee: For custom itinerary design and trip planning services
• Booking Coordination Fee: Additional fee for managing reservations when applicable
• Revision Fees: Charges for major itinerary changes beyond included revisions

3.2 Payment Schedule

Payment is required according to the following schedule:

• Deposit: 50% of the planning fee is due upon acceptance of our proposal to begin work
• Final Payment: Remaining 50% is due upon delivery of your completed itinerary, before any booking coordination begins
• Booking Coordination: If applicable, this fee is due before we initiate any reservation requests

3.3 Payment Methods

We accept payment via:

• Bank transfer (EFT) to our Namibian bank account
• International wire transfer
• Credit/debit card payment through our secure payment processor
• Other electronic payment methods as specified in your service agreement

Payment processing fees may apply depending on your chosen payment method. You are responsible for all bank charges, wire transfer fees, and currency conversion costs associated with your payment.

3.4 Third-Party Costs

Our service fees are separate from and do not include:

• Accommodation costs
• Vehicle rental fees
• Activity and tour costs
• Park entry fees
• Meals and beverages
• Travel insurance
• Flights or other transportation
• Personal expenses

You are responsible for paying these costs directly to service providers or as coordinated through our booking services. When we coordinate bookings on your behalf, you authorize us to make reservations that require payment and agree to reimburse us for any deposits, advance payments, or fees paid on your behalf.

3.5 Price Changes

Prices quoted are valid for 14 days from the date of quotation. We reserve the right to modify our service fees with notice. Price changes do not affect bookings for which we have received a deposit. Third-party service costs (accommodations, rentals, activities) are subject to change by providers and are beyond our control.

4. Booking and Reservation Process

4.1 Service Request

To engage our services, you must submit a complete trip planning request through our website form or via email. Requests must include travel dates, budget range, party size, and any specific requirements. Incomplete requests may delay our response.

4.2 Proposal and Agreement

Upon reviewing your request, we will provide a service proposal outlining scope, timeline, deliverables, and fees. Your acceptance of this proposal (via written confirmation or payment of the deposit) constitutes agreement to these Terms and initiates our working relationship.

4.3 Itinerary Development

We will design your custom itinerary based on provided information and our expertise. Standard turnaround time is 5-10 business days from receipt of deposit. Complex itineraries or peak season requests may require additional time.

4.4 Revisions

Each planning package includes a specified number of revision rounds (typically 2-3 rounds as outlined in your service agreement). Additional major revisions beyond the included rounds may incur additional fees. Minor clarifications and adjustments do not count toward revision limits.

4.5 Booking Coordination

If you purchase booking coordination services, we will contact service providers on your behalf to check availability and make reservations. We will communicate booking confirmations, payment requirements, and cancellation policies for each provider. You authorize us to act as your agent in making these reservations.

4.6 Booking Confirmation

Third-party bookings are not confirmed until we receive written confirmation from the service provider. We will forward all confirmation documents to you. You are responsible for reviewing all confirmations for accuracy and notifying us immediately of any discrepancies.

5. Cancellation and Refund Policy

5.1 Cancellation by Client

You may cancel our services at any time by providing written notice. Refunds are determined as follows:

• Before work begins: Full refund of any payments made, minus a 10% administrative fee
• After itinerary delivery begins but before completion: Partial refund calculated based on work completed, minus deposit
• After final itinerary delivery: No refund of planning fees
• Booking coordination fees: Non-refundable once booking work has commenced

5.2 Third-Party Cancellations

Accommodations, activities, and rentals booked through our service are subject to each provider's individual cancellation policies. We are not responsible for refunds from third-party providers. When we coordinate bookings, we will communicate provider cancellation policies, but you are responsible for understanding and accepting these terms before confirming reservations.

5.3 Cancellation by Accorto Travel

We reserve the right to cancel services in cases of:

• Non-payment or late payment
• Provision of false or misleading information
• Abusive or unreasonable behavior toward our team
• Force majeure events (see Section 11)
• Inability to fulfill service requirements

In such cases, we will provide a refund proportional to work completed, or full refund if no work has commenced.

5.4 Refund Processing

Approved refunds will be processed within 14 business days of cancellation notice using the original payment method. Currency conversion fees and payment processing charges are non-refundable.

6. Client Responsibilities and Obligations

6.1 Accurate Information

You agree to provide complete, accurate, and truthful information including:

• Travel dates and flexibility
• Accurate budget constraints
• Number and ages of travelers
• Physical abilities and limitations
• Dietary restrictions or allergies
• Special requirements or concerns
• Previous travel experience
• Contact information

6.2 Timely Communication

You agree to respond to our communications within reasonable timeframes (typically 3-5 business days). Delays in your responses may affect project timelines and availability of accommodations or services. We are not responsible for loss of availability due to delayed client responses.

6.3 Travel Documentation

You are solely responsible for:

• Obtaining valid passports and visas
• Meeting all entry requirements for Namibia and any transit countries
• Obtaining required vaccinations or medical clearances
• Securing comprehensive travel insurance
• Complying with all COVID-19 or health-related requirements

6.4 Payment Obligations

You agree to make all payments according to agreed schedules and to promptly reimburse us for any costs advanced on your behalf. Failure to meet payment obligations may result in service suspension or cancellation.

6.5 Review of Materials

You are responsible for carefully reviewing all itinerary documents, booking confirmations, and pre-trip information we provide. You must notify us immediately of any errors, concerns, or discrepancies. Your use of the itinerary or commencement of travel constitutes acceptance of all details as presented.

7. Limitations of Liability and Disclaimers

7.1 Nature of Services

Accorto Travel provides planning and coordination services only. We do not own, operate, or control any transportation, accommodation, tour, or activity provider. We act solely as an intermediary connecting you with independent third-party service providers.

7.2 Third-Party Service Providers

All accommodations, tours, vehicle rentals, and activities are operated by independent third-party providers. Accorto Travel does not control their operations and cannot guarantee their performance. We are not responsible for:

• Quality, safety, or suitability of third-party services
• Acts, errors, omissions, or negligence of service providers
• Delays, cancellations, or changes by providers
• Loss, damage, injury, or death caused by third parties
• Bankruptcy or financial failure of providers
• Disputes between you and service providers

7.3 Information Accuracy

While we make every effort to provide accurate and up-to-date information, we do not guarantee the accuracy, completeness, or reliability of any information, recommendations, or materials provided. Conditions, prices, schedules, and circumstances can change without notice. You are responsible for verifying critical information independently.

7.4 Limitation of Damages

To the maximum extent permitted by law, Accorto Travel's total liability for any claim arising from our services shall not exceed the total amount of fees you paid to us for those services. We are not liable for any indirect, incidental, consequential, special, or punitive damages including but not limited to:

• Lost profits or opportunities
• Trip cancellation costs
• Accommodation or flight change fees
• Emotional distress or disappointment
• Loss of enjoyment or vacation time
• Additional expenses incurred during travel

7.5 Travel Risks

Clients acknowledge that travel within Namibia may involve remote areas, wildlife environments, gravel roads, and limited medical infrastructure. Travel involves inherent risks including but not limited to:

• Injury or death from accidents, wildlife encounters, or natural events
• Illness from food, water, or environmental factors
• Theft, crime, or civil unrest
• Vehicle breakdowns or accidents
• Adverse weather conditions
• Political instability or government restrictions

By engaging our services, the Client voluntarily assumes these travel risks. You voluntarily assume all risks associated with travel and release Accorto Travel from liability for any harm resulting from these risks.

7.6 Insurance Requirement

We strongly recommend and encourage all clients to obtain comprehensive travel insurance covering trip cancellation, medical emergencies, evacuation, lost luggage, and personal liability. Your failure to obtain adequate insurance does not increase our liability.

7.7 Indemnification

The Client agrees to indemnify and hold harmless Accorto Travel and its representatives from any claims, damages, losses, or expenses arising from the Client's travel activities or disputes with third-party providers.

7.8 Third-Party Booking Terms

All bookings are made with independent suppliers under their own terms and conditions. Accorto Travel is not liable for cancellations, delays, or changes imposed by suppliers.

8. Intellectual Property Rights

8.1 Ownership

All content on our Website and in materials we provide, including text, graphics, logos, images, itinerary formats, and software, is the property of Accorto Travel or our licensors and is protected by international copyright, trademark, and intellectual property laws.

8.2 License to Use

Upon full payment, we grant you a personal, non-exclusive, non-transferable license to use your custom itinerary for your personal travel purposes only. You may not:

• Reproduce, distribute, or publish itineraries publicly
• Use our materials for commercial purposes
• Modify or create derivative works from our content
• Remove copyright notices or proprietary markings
• Share detailed itineraries with travel planning competitors

8.3 Feedback and Ideas

Any feedback, suggestions, or ideas you provide about our services become our property. We may use such feedback without obligation to you for any purpose including improving our services or developing new offerings.

9. Privacy and Data Protection

9.1 Information Collection

We collect personal information necessary to provide our services including names, contact details, travel preferences, and payment information. Our full Privacy Policy (available at accortotravel.com/privacy) details our data collection, use, and protection practices.

9.2 Information Use

We use your information to:

• Design and deliver your custom itinerary
• Coordinate bookings with service providers
• Communicate with you about your trip
• Process payments
• Improve our services
• Comply with legal obligations

9.3 Information Sharing

We share your information only as necessary to fulfill our services:

• With accommodation providers, tour operators, and rental companies to make bookings
• With payment processors to complete transactions
• When required by law or legal process

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

9.4 Data Security

We implement reasonable security measures to protect your information from unauthorized access, use, or disclosure. However, no electronic transmission or storage system is completely secure. You acknowledge that you provide information at your own risk.

9.5 Data Retention

We retain your personal information for as long as necessary to provide services and comply with legal obligations, typically for 7 years following your trip. You may request deletion of your information subject to our legal retention requirements.

10. Dispute Resolution and Complaints

10.1 Complaint Process

If you have concerns about our services, please contact us immediately at support@accortotravel.com. We commit to:

• Acknowledging your complaint within 2 business days
• Investigating the issue thoroughly
• Providing a substantive response within 10 business days
• Working in good faith to resolve disputes

10.2 Governing Law

These Terms are governed by the laws of Namibia. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of Namibia.

10.3 Arbitration

For disputes that cannot be resolved through our complaint process, both parties agree to first attempt resolution through mediation before pursuing legal action. Mediation shall be conducted in Windhoek, Namibia, under the rules of the Namibian Law Society.

10.4 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.

11. Force Majeure

Accorto Travel shall not be liable for any failure to provide services caused by events beyond reasonable control, including but not limited to:

• Natural disasters (earthquakes, floods, fires)
• Pandemics or epidemics
• Government restrictions
• War, terrorism, or civil unrest
• Labor strikes
• Utility failures or telecommunications outages
• Acts of God

Reasonable efforts will be made to mitigate disruptions, but no refunds or compensation are guaranteed for force majeure events. In such cases, we may offer alternative arrangements or credits toward future services, but we are not obligated to provide refunds for completed work.

12. General Provisions

12.1 Changes to Terms

We reserve the right to modify these Terms at any time. Updated Terms will be posted on our Website with a revised "Last Updated" date. Changes become effective immediately upon posting. Continued use of our services after changes constitutes acceptance. For active service engagements, the Terms in effect at the time of your deposit payment shall govern.

12.2 Entire Agreement

These Terms, together with your service agreement and any referenced policies, constitute the entire agreement between you and Accorto Travel regarding our services and supersede all prior communications and proposals.

12.3 Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

12.4 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative.

12.5 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations without restriction.

12.6 Survival

Provisions of these Terms that by their nature should survive termination shall survive, including but not limited to liability limitations, intellectual property rights, dispute resolution, and payment obligations.

12.7 Language

These Terms are provided in English. Any translations are for convenience only. In case of conflict between versions, the English version shall prevail.

12.8 Electronic Communications

You consent to receive communications from Accorto Travel electronically. Emails, PDFs, or WhatsApp messages satisfy any legal requirement for written notice. You agree that notices sent by email or WhatsApp are considered received when sent to the contact details you provided.

13. Contact Information

For questions about these Terms or our services, please contact us:

Acknowledgment

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. You confirm that you are at least 18 years of age and have the legal capacity to enter into this agreement.

If you do not agree with these Terms, you must not use our services or access our Website.