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Hekaya Website- Tourism Services Terms and Conditions
Purchasing any tourism service/services from Hekaya website means the user is agree to the following terms and conditions:
Terms and Conditions for Ticketing and Public Transportation
- Local and international ticketing may be offered separately or as a part of packages; if any.
- Public transportation reservation services (ferry, cruise, public bus, trains) are offered as a part of the holiday’s packages; if any.
- Cargo and cabin weight allowable can be vary between airlines and different types/categories of tickets and the client have the right to know the same prior to booking.
- The client has the right to know all ticket booking policies for the change, cancel and no-show and non-refundable ticket offered will be announced to the client before booking.
- The clients are responsible to ensure all submitted reservation vouchers are correct and the agency will not hold any accountability for any mistake took and not reported directly.
- The Client have the right to know all booking policies for the different public transportation before the booking.
- Hekaya agency is not responsible for any cancel/change/postponed occur for the scheduled flights or other public transportations and any operational or financial impacts may result.
- The clients are subjected to follow all terms and conditions of the operators.
- Hekaya agency considered as a facilitator body and hold not accountable for the level of services provided by the airlines and public transportation operators.
- All international and local air flights and public transportations are scheduled and cannot be changed.
Terms and Conditions for the Private Abroad Tourism Packages
Clients Terms and Conditions:
- Must submit a copy of the passport (valid for not less than 6 months from the date of returning)
- Must commit to the schedule agreed upon and follow the tour guide instructions.
- Must accept the general terms and conditions of the trip.
General Terms and Conditions:
- Packages include the travel details, the client details, the trip schedule, pricings, the inclusive and exclusive sections, trip details and remark section.
- The inclusive and exclusive sections explain the services provided and not provided in the package. Any service that is not mentioned in the “inclusive section” is considered as non-inclusive.
- The Remark section in every package provides essential information of the country that may differ from one package to another according to a change in the trip duration or in the laws and regulations of the country.
- All tourism offers include tourism taxes except for some countries\cities that charge direct taxes on the costumer accommodation which will be paid directly to the hotel and the costumer will be notified.
- The client is responsible for his\her own safety
- The Initial booking provided does not mean that the bookings are confirmed. The confirmation of the accommodation, transport and flights will only be confirmed after the booking confirmation, prepayment as per the payment policy, and getting the final confirmation of the team in charge, and then the costumer will be notified if the booking is successfully made or not.
- Travel insurance policy is applicable as per the travel insurance terms (only when travel insurance is requested by the client).
- Hekaya is not responsible for the delay cases in any of the transportation means or the operational or financial costs resulted in this case.
- Client must contact Hekaya specialized team in case of emergencies or unexpected circumstances to take the needed action.
- Hekaya is not responsible for any expenses or bookings beyond the range of the offer that the client had agreed upon in the quote and offer confirmation forms.
- The cancellation and modification policy are applicable for each package and the client has the right to know the policy when booking.
- All hotel policies are applied.
Terms and Conditions for the Abroad Group Tourism Packages
Client terms and conditions:
- Submit a copy of the passport (valid for not less than 6 months from the date of returning)
- |Must be in a good heath, not suffering chronic diseases
- Must be respectful to others and adhere to the laws and regulations of the visited country. A copy of the country’s laws and regulations will be provided.
- Must completely commit to the schedule and follow the instructions of the tour guide.
- Accept the general terms and conditions of the trip.
General terms and conditions:
- For confirmation, the costumer must submit a copy of his\her passport and pay the total amount alongside the payment receipt and must sign the terms and conditions form.
- The company is not responsible for any individual behaviours that do not comply with the regulations during the trip.
- The company is not responsible for losing any personal belongings during the trip.
- Everyone is responsible for their personal safety and must adhere to the instructions of the tour guide during the trip.
- The company is not responsible for any injuries caused by the involvement in activities during the trip. The tour guide will provide the participants with the needed guidelines and instructions.
- When experiencing any activities during the trip, the costumer must adhere to all the instructions.
- The company is not responsible for any financial expenses that occur as a result of injuries or illness conditions, the costumer must pay the expenses and keep a payment receipt for the insurance company for compensation (travel insurance packages only), according to the terms and conditions of the insurance company.
- The company has the right to exclude the costumer from the tourism program in case the costumer failed to comply with the terms and conditions. The costumer is therefore responsible for any expenses resulting from this procedure.
- The trip schedule and duration are finalized and cannot be modified or changed.
- The costumer must be in the airport 3 hours before the flight time. The costumer must also commit to the timings set by the tour guide and according to the agreement.
- The policy of private abroad tourism packages is applied.
Tourism Accommodation Services Terms and Conditions
The level of accommodation can vary to different categories and according to our policy at Hekaya, it is divided to the below six categories; going bottom up like the following:
First Category: Economic
Consider as the lowest accommodation category, suitable for those with a limited budget at the lowest cost levels while maintaining an acceptable level of services and this category representing staying at non-hotel apartment or villas which has no or limit hotel services and room housekeeping or 3 stars’ hotel of normal reviews at standard room types.
Second Category: Standard/Regular
This is the standard general preferred category by the most client and the most popular as it is well balanced between the cost and the level and it is slightly above the economic level. This category starts staying at 3 stars’ hotel with higher rating and to 4 stars’ hotels with medium rating at standard room types and this category is considering as the default level of services provided to Hekaya’s Clients: unless advice different.
Third Category: Silver
Silver category is suitable for honeymooners and persons who likes to enjoy variety of hotel services within a sensible budget.
This category representing staying at 4 stars’ hotel of medium to high rating and reviews at higher room type with specific view or 5 stars’ hotel of normal rating and reviews at medium level of room type with specific views and this category is by default provided to Hekaya Loyalty client’s whom likely level is well known.
Fourth Category: Golden
Gold is the start of luxury category from Hekaya; for our special guest who have high level of taste and budget. This category representing staying at 4 stars’ hotel of high rating and reviews at special location or 5 stars’ hotel with medium rating and reviews with special hotel services with medium level of room types and special room specific view.
Fifth Category: Diamond
This is one of the highest luxury category for very high taste and budget clients who likes relaxing and enjoying high range of hotel luxury services and it includes staying at 5 stars’ hotel with high rating and reviews and at high level of room/suites types with special views.
Sixth Category: VIP
Highest level of VIP hoteling and VIP services with special and specific requests. It always representing staying at high level of special location 5 stars’ hotel with extremely high rating and reviews at only special room and suites with higher level.
Hekaya Accommodation Terms:
- All above categories are representing Hekaya Tourism accommodation services which been introduced to knowledge the client with category for better understanding and to facilitate the process of choose best level to each client to meet the expectations.
- The number of stars and ratings are calculated using the different booking worldwide sites and do not necessarily reflect the opinion of Hekaya, except for the hotels visited by the Hekaya team.
- Non-hotel accommodation levels differ from one country to another and are often designed to suit the local taste of tourists. The good rating is being approved by Hekaya in comparison to the same levels inside the country itself and not outside.
- Room types vary from one hotel to another, starting from the standard rooms to the distinctive rooms with certain views. The standard or slightly higher room types are by default will be provided at Hekaya quotations or as per pre-client request, if mentioned.
- All accommodation reservations will include all taxes except for some local tourist taxes imposed by some cities in the world and to be paid by the customer directly at the hotel and are small amounts per each night per each room reserved.
- The customer has the right to upgrade the reserved room if desired too with payment of the reservation difference and only this subjected to the availability of room required and upon hotel approval only.
- The capacity of hotel rooms for adults and children does not means the availability of beds for all numbers. The double room is usually equipped with only two beds and triple beds equipped with three beds and so on.
- Extra beds are subject to varying charges from one hotel to another and the capacity of the additional beds can room equipped varies according to the hotel and according to the type of rooms.
- Hotel policies for children and infants vary according to different ages and according to the type of rooms booked.
- Some hotels worldwide do not provide baby cot or do not provide extra free beds for children under certain age.
- The customer is responsible for his own safety and the safety of his or her parents
- All hotel check-in/check-out timing are applied according to each hotel policy. Normal check in 2-5 PM and normal check out 10 am – 12 pm.
- Early check in and late check out; outside normal staying hours are not guarantee and can be only provided at the time of check in upon availability.
- Hotel policies are applied for breakfast and all meals.
- All change, no-show and cancelation policies are applied according to hotel policy and for each single reservation and the client has the right to know all policies before reservation, if ask for.
- Connected rooms/apartments are not guarantee for multi rooms and apartments reservations and it is only subjected to availability at the time of check in and upon each hotel policy.
- In case well to cancel non-refundable made hotel reservations for certain emergency circumstances such as death case or others, some hotels may require official documents that prove the case and not necessary their consent to refund the payments in whole or a part.
- Some hotels might request for insurance which need to be paid at check in timing and return during check out.
- Hekaya committed to provide reservation services as per hotel named at the provided quotation at the standard room types; or as per mentioned room types; if so.
- The booking of accommodation from Hekaya at all categories means the customers understand this policy and agree to all terms and conditions.
Rental Car Pick Up Terms and Conditions
In order to pick up your Outbound pre booked rental car, below requirements, terms and conditions should followed:
1) Required Documents
- Local valid vehicle License
- Valid Credit Card with adequate balance under the name of the drive only.
- Car receipt voucher (provided by “Hekaya” Service)
- International driving License (Can be obtain from Oman Motor Centre)
2) Requirements to obtain the international license from Oman Motor Centre
- Two White background photos
- Local Valid Vehicle’s License
Hekaya Term and Conditions:
- Client is responsible to ensure all required documents are received and correct.
- Client responsible to ensure receipt voucher is given the correct details in term of driver name, pick up and drop off locations, date and timing.
- Client must inform Hekaya team for any perspective delay to do the needful or otherwise, Hekaya will be not accountable for any operational or financial impacts occurred.
- All extra services such as vehicle baby chair, change of vehicle to different engine based fuel operation, upgrading of the vehicle or insurance are possible and required extra charge and to paid directly at the rental car office once requested; if only available;
- Pick up of rental car may require cash credit as per car rental voucher and policy and Hekaya is not responsible for the refund date.
- All Car Rental agencies terms and conditions mentioned at the receipt voucher are applied
- All change/cancel and non-show policies are applied
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