Terms and Conditions

Before finalizing any service with FiveE Travel, please take the time to read our terms and conditions to ensure all travellers understand them, along with our privacy policy. These terms constitute a contractual agreement between FiveE Travel and you from the moment the booking is made. The individual making the booking accepts these conditions on behalf of all group members and is responsible for all payments. By submitting a booking, you confirm your compliance with these arrangements.

Please understand that these Terms and Conditions are valid at the time of publication but may change without prior notice. However, if any changes occur, they will be posted on our website immediately or delivered to clients by emails or phones as soon as possible. However, should the Terms and Conditions change after the deposit is paid, the Terms and Conditions under which the deposit was paid shall apply. Any questions related to this issue, please contact us for further explanation.

1: Our Pricing and services

FiveE Travel offers competitive rates based on thorough market research, competition analysis, and seasonal details. Prices are quoted in NZD and USD with the option to convert to AUD, EUR, or GBP. Published prices on our websites are based on costs at the time of publication. We reserve the right to change published prices at any time before your booking is made. Therefore, travelers on the same trip may pay different prices, so it’s best to book when you find a price that suits you.

Hotel rates are per room, per night, and include all taxes and fees unless stated otherwise. All tours and transfer rates in our confidential tariff are per person and inclusive of all applicable charges and taxes, unless otherwise specified; specific services from outside our confidential tariff will be offered on a case-by-case basis. Many accommodations and have mandatory gala dinners on holidays like Christmas, New Year’s Eve, or during other festive occasions. These charges are required and will be communicated and billed by FiveE Travel.

2: The contract between us

When you arrange a trip with us, the agreement is between yourself (referred “you, your”) and FiveE Travel. Ltd (referred “we, us, our We will serve as both the principal and the tour operator. The contract will consist of an agreed itinerary and your acknowledgement of acceptance of these booking conditions. The contract between us becomes binding at the point at which you issue instructions to us to go ahead with making reservations for the agreed itinerary and our receipt of your deposit as mentioned in the ‘Deposit’ section below. Please be aware that the terms of these booking conditions are part of the contract, which is governed by New Zealand law, and both parties consent to the jurisdiction of the New Zealand Courts.

3: Private Policy

Please read carefully the following privacy policy to understand how we collect, use, and protect your personal information when you use our services. This includes how we collect your information what we do with it, and the measures we take to safeguard it. Our goal is to help you make an informed decision about sharing your personal information with us.

This Policy can be updated periodically to reflect legal changes and how we conduct our business. It is your responsibility to review this policy from time to time and stay informed about any updates. We recommend checking back regularly for any changes. If significant updates are made, we will contact to you through our website or via email.

FiveE travel will collect certain information from you when you make an enquiry or book a trip with us. Depending on your interaction with us and what products and services you use, typically we collect the following information:

A: Personal information:

• your full name, title, gender, date of birth, postal address, phone number, email address, height and weight (for some specific tours) dietary requirements, , travel insurance details, passport details (including nationality and city of birth), passport scan, visa application, visa page scan.
• We may also request medical or health information, including medical conditions, disabilities, medication that requires refrigeration, and food allergies (if meals included in the trip ). Some of this may be classified as sensitive information or special category data under applicable data protection laws.

B: Your Financial Information:

• In most cases, to make a payment via credit card for your tour / travel services, you will pay directly though our account number or use the secure online booking engine on the relevant website or platform that you are using, or you will call your booking agent directly.
• Please remember that we never ask you to send in writing your payment card details to us or any of our partners at any time.
• We are not responsible for the privacy practices of third-party vendors and providers, including payment providers, so you should review any privacy policy of third-party vendor or providers to satisfy yourself as to how they protect and handle your personal information.

C: Photo and Video:

• During your tour with us, photos or videos may be taken by a FiveE leader, an employee, one of our partners, or another passenger. We respect your privacy, so if you prefer not to be photographed or included in any videos, please inform your tour group leader or the photographer. Any photos taken by FiveE staff (including employees and group leaders) will not be used for marketing purposes without your prior consent. While we take steps to protect your privacy, we cannot be held responsible for photos or videos taken by other passengers without our knowledge.

At FiveE Travel, we value your privacy and are committed to keeping the information you provide private and secure. We take measures to protect your personal information in the following situations:  

• Making a booking or Tour request
• Requesting a brochure
• In a tour registration form
• Subscribing to our newsletter
• Entering a competition
• Under any other agreement or arrangement

How is your personal information used?

• The information you provide allows us to offer you personalized service. We use your details solely for the purpose you provided them for, such as fulfilling your service or information request. For bookings, we may need additional details for operational purposes.
• We do not share, sell, or rent your information to third parties. FiveE Travel is committed to anti-spam practices. If you receive communications from us, it is because you have requested it, entered a competition and opted into our mailing list, or a friend or colleague has requested it on your behalf.

           Who can view your information?

• FiveE Travel may disclose personal information to other members within the company where necessary to fulfil our purposes.
  We may also disclose your personal information to third parties (contractors to whom we contract out certain services) for the purpose for which the information was collected.
  For example, we currently engage third party contractors to:
    – Organize transport, including flights
    – Organize services and operate tours
    – Organize software and hardware application hosting services
  In these cases, we restrict third-party contractors from using your personal information beyond the specific purpose for which it was provided. Other than these instances, we will not disclose your personal information without your consent unless it’s necessary to prevent a threat to life or health, required or authorized by law, needed to enforce the law, or essential to investigate suspected unlawful activity.

Site cookies: FiveE Travel uses cookies as you visit our websites to facilitate some functions like making a booking or checking a competition. Cookies contain anonymous information only and are never used to retrieve any information about your identity.

Links: FiveE Travel website may contain links to other websites. Please note that when you click on one of these links you are entering another site. We encourage you to read the privacy statements of these linked sites as their privacy policy may differ from ours.

4: Deposit

Because we organize the itinerary for your trip, we will check the availability of accommodation, attractions and, if possible, make provisional bookings. To do this, we will need early notification of your flight details. Once we have agreed the itinerary and the price, and received your instruction to proceed, we will ask you to settle a minimum 15% nonrefundable deposit of your tour price to our bank to cover our costs if you cancel thereafter. Upon receipt of your deposit, we will make firm bookings and confirm them to you.

Where international flights are booked with us, full payment of the airfare portion will be required at the time of the flight booking, and the booking terms and conditions that will apply pertinent to your flight will be those issued by the airline.

Please be aware that hotels in certain locations can become fully booked well in advance due to limited availability. To secure the best options, it’s in your interest to pay the deposit as early as possible. If you opt to pay by bank transfer, you might choose to pay the full amount upfront instead of just the deposit to avoid an additional transfer fee

5: Final Payment  

Full payment of the balance must be settled by you no later than 60 days before your tour starts. However, a few services require full payment earlier than 60 days – in such a case we will notify you for your further instructions. If you wish to book after the 60 days-day deadline, and your booking is accepted, we reserve the right to withdraw liability for a lack of suitable accommodation, transport or other elements of the tour caused by inadequate time to set up the tour.

In the event of the full payment not reaching our account by the agreed due date. We will send you email to check it. If there is no confirmation from you, we reserve the right to cancel all bookings and the contract between us.

If you ask for changes to be made after you have paid in full, but before your date of departure, any increase in the price must be settled by debit or credit card. If changes result in a reduction of the price, you will be refunded in local currency upon arrival less any costs that we have reasonably incurred.

If you ask for changes to be made during your tour, we will advise you of the extra cost and only proceed with your agreement. Any extra costs that you have incurred by altering your itinerary while you are in the tour destination must be settled no later than Seven days before your departure at the end of the tour.

If the alteration involves a reduction, we will refund you the saving in local currency, less any costs that we have reasonably incurred, before you leave your tour destination. No refunds will be made for any unused elements of the itinerary.

6: Cancellation & Refunds

We would deeply regret your decision to cancel your trip; however, we realize that there are many valid reasons that this can happen. Cancellations will be charged as follows:

• More than 45 days prior to trip departure: We will hold your deposit amount as a credit. You can use this amount for upcoming trip with us.
• Between 30 – 45 days prior to trip departure: 30% charge of the total booking value
• Between 10 – 29 days prior to trip departure: 50% charge of the total booking value
• Less than 10 days or No show: 100% charge of the total booking value

After the trip has started, we are unable to refund any amount for unused services due to your willingness, early departure, late arrival, or missed days on tours.

7: Liability & Responsibility

FiveE Travel offers tour information for New Zealand, Australia, Vietnam, Thailan, Cambodia tour bookings. FiveE Travel publishes travel details and services gathered from the selected quality hotels, air ticket agencies, and tour companies & operators. However, FiveE Travel will not be responsible for errors, omissions, or inaccuracies in the information provided by third-party sources.

FiveE Travel is not responsible for any mistakes, changes in plans, cancellations or equipment failures operated by those suppliers or any other party not directly owned or controlled by FiveE Travel.

FiveE Travel is not responsible for any loss, injury, or damage to person or property, alteration of itineraries or cancellation in part or in full, caused by climatic conditions, sea fire, breakdown of machinery or equipment, acts of government, or other authorities, wars whether or not declared, civil disturbances, strikes, riots, thefts, epidemics, quarantines, medical or customs regulations, terrorist activities, or any other actions, omissions or conditions beyond FiveE Travel’s control. Neither FiveE Travel nor any of its affiliates or subsidiaries shall be or become liable or responsible for any additional expenses of liability sustained or incurred by the tour member because of any of the causes.

FiveE Travel is not responsible for a client’s failure to comply with customs regulations. FiveE Travel is not responsible for the theft or loss of any customer’s valuables or items of personal property due to the negligence of the customer.

FiveE Travel reserves the right to substitute hotels, flights, or cruise ships, alter itineraries, or cancel the tour prior to departure. If FiveE Travel has canceled any tour prior to the commencement of the tour, FiveE Travel is liable for a full refund of the money received from the client.

Many of FiveE Travel’s tour packages include activities that require extra care and attention. these activities may include boarding and going ashore from boats, climbing hills, entering and exiting tombs and caves, etc. You will receive help and advice from our representatives, but all activities are undertaken at your own risk. FiveE Travel, our’s employees, and agents cannot be responsible for any action or event that occurs after it said employees and agents have exercised their duty and taken the necessary care.
FiveE Travel reserves the right to change or cancel the terms and conditions in whole, or in part at any time with or without notice.

8: Travel Insurance

Please note that personal travel insurance is not included in the tour price and any medical costs and other expenses will be responsibility of the travellers. It is therefore strongly recommended that participants obtain personal insurance, especially for the active tours.

We strongly advise all clients to purchase comprehensive travel insurance before departure to cover any unexpected situations. We will mention and collect your insurance during our team meeting.

9: Age & Health requirements

Minimum Age:

For most of our trips, the minimum age requirements is 15 at the time of travel. All travellers under the age of 18 must be accompanied by either a legal guardian or an adult over 18 designated by the guardian. The legal guardian or their designee will be responsible for the traveller under the age of 18’s day to day care. If a legal guardian elects to designate an escort in their lieu, they will be required to complete and sign a relevant document, to delegate their authority.

Maximum Age:

For most of our trips, there is no upper age limit. However, please note that our tours can be physically challenging, and participants should ensure they are fit enough to fully take part. While we can provide information on required health conditions, we are not medical professionals. It is your responsibility to seek proper medical advice at least two months before your trip to get the latest health requirements and recommendations for your destination.

10: Passport and visas 

It is your responsibility to gather all necessary information and ensure you have the required documentation and identification for entry, departure, and travel to each country or region included in your trip. This includes a valid passport, and all travel documents needed by us and/or the relevant government authorities, such as visas, permits, certificates (including but not limited to vaccination or medical certificates), and insurance policies. Your passport must remain valid for six months after the last travel date indicated in your itinerary. You accept full responsibility for obtaining all necessary documents, visas, and permits before your trip begins, and you are solely accountable for any costs arising from missing or incorrect documentation. You agree to be responsible for any loss or expense we incur as a direct result of your failure to secure or possess the proper travel documentation.

11: Change of itinerary

You appreciate and acknowledge that the nature of this type of travel demands considerable flexibility, and you should allow for alternatives. The itinerary provided for each trip is representative of the types of activities contemplated, but it is understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events. While we strive to run all trips as outlined, we reserve the right to modify the itinerary. Please check our website for the latest updates to your itinerary before departure.

Before Departure: If we need to make a significant change, we will inform you as soon as possible, provided there is time before your departure. A significant change is defined as one that impacts at least one day of the itinerary out of five. If this occurs, you can choose to accept the change, receive a refund for the land portion of the trip, or select an alternative trip we offer.

After Departure: We reserve the right to modify the itinerary after departure due to local conditions or a Force Majeure Event. In such cases, you will be responsible for any additional costs associated with necessary changes to the itinerary.

Please note that we are not responsible for any incidental expenses that may result from itinerary changes, including but not limited to visa costs, vaccinations, or non-refundable or non-changeable flights.

12: Complaints & Claims

We are available 24/7 to handle any customer service issues whilst on the ground. FiveE Travel considers complaints as valuable feedback to improve service delivery levels. We request that service delivery failures or customer concerns, be reported during the trip to one of our representatives. It is the aim of the company to solve any irregularity immediately.

In the event of a complaint or claim for compensation, you must inform us by email, regular mail, or facsimile in writing within 15 days from the end of your tour. Relevant receipts and substantiating evidence must be attached to the letter of claim. FiveE Travel will not be liable for any claims made later than 15 days after the completion of your tour.