Terms and Conditions

Before making a reservation with PHOENIQ TRAVEL AGENCY LLC, we encourage you to read these Terms and Conditions carefully, as they constitute a contract agreement between PHOENIQ TRAVEL AGENCY LLC and the Client from the time the booking is made. The person who makes the booking accepts these conditions on behalf of all the people in the group and is responsible for all payments due. The purchase of any travel services offered by PHOENIQ TRAVEL AGENCY LLC constitutes a contractual arrangement between the Client and PHOENIQ TRAVEL AGENCY and represents the Client’s acceptance of the PHOENIQ TRAVEL AGENCY LLC & Conditions set out herein.

1. ABOUT US

PHOENIQ TRAVEL AGENCY LLC is a duly licensed Travel Agency in the UNITED ARAB EMIRATES, based in DUBAI City Business Bay area, DAMAC Business Tower Office no: 812. We are also a Department of Commercial register Accredited Travel Agency.

2. BOOKING CONDITIONS 

All travel arrangements should be booked at least within THREE business days in advance. For tour packages we strongly recommend that Clients book with a few weeks’ notice. For Group Tours we recommend that Clients book with a few months’ notice. Once Clients have confirmed and submitted his/her booking and personal travel details to PHOENIQ TRAVEL AGENCY he/she will receive a confirmation and pro-forma invoice of his/her booking. Please note that All bookings require a Non-refundable Down Payment of 50% of the total package price at the time of the booking. If booking occurs less than 7 days before your arrival date FULL payment is required. If you prefer to pay for your booking with a bank transfer, please contact PHOENIQ TRAVEL AGENCY through email (Info@phoeniq.com) and send us all the information regarding the booking, name of the guests, details of the tour, type of transportation, preferred accommodation, arrival date and deposit slip/confirmation. The travel voucher will be delivered to the Client once the FULL payment has been received. Client will receive the travel documents: e-tickets, vouchers and itinerary via email or WhatsApp. Please print out these documents, as the Client will need to show them for all services during his/her visit to preferred destination. If by any chance our travel consultant is unable to obtain confirmation (any of our services is not available) an alternative will be offered. If the Client does not accept the alternative the Client is entitled to cancel with a full refund of the deposit. PHOENIQ TRAVEL AGENCY reserves the right to cancel bookings when services are not available (e.g., when a car rental is not available, when accommodation is unavailable, etc.). Booking services with PHOENIQ TRAVEL AGENCY is available only to persons aged 18 years and older and that the Client has the right, authority, and capacity to transact business and agree to abide by this Agreement. If the client is using the Services on behalf of another organization or entity, then he/she agrees to be bound by this Agreement on behalf of that Organization and he/she represents and warrants that he/she has the authority to bind the Organization to this Agreement. By submitting a booking, Client warrants and confirms to PHOENIQ TRAVEL AGENCY that he/she complies with these arrangements. This Agreement is published in compliance with and is governed by the provisions of UAE law.

3. TERMS OF PAYMENT

Please note that All bookings require a Non-refundable Down Payment of 50% of the total package price at the time of the booking. If the booking occurs less than 7 days before the Client’s arrival date FULL payment is required. We accept payment thru Bank Deposit or Western union. We do not accept credit cards for our Tour Packages. Credit card payment is only accepted when online booking is made through our website www.phoeniq.com, or through our online payment gateway link subject to the terms and conditions of our company. If you prefer to pay for your booking with a bank transfer, please contact us and send us all the information regarding the booking, name of the guests, details of tour, type of preferred transportation, accommodation, arrival date and scanned deposit slip. All Prices quoted on PHOENIQ TRAVEL AGENCY are in UAE DIRHAM (AED) and per person, unless otherwise specified. All payments are due in UAE DIRHAM. PHOENIQ TRAVEL AGENCY is not responsible for any charges may the remitter & receiver banks may take against the client transfer process and not responsible of any changes in currency exchange rates that might occur from the time of booking until a full payment of the booking or booking refund is made.

      3.1- For Cash Payment Deposit through Banks

UAE DIRHAM ACCOUNT:

Company name: PHOENIQ TRAVEL AGENCY

IBAN: AE220410000012197027001

Account No.:0012197027001

Bank Name: Sharjah Islamic Bank

Swift Code: NBAHAEASXXX

•  3.2- For Western Union
• Western Union Agent locations worldwide, it is easy to send and receive money. Choose to send money in minutes, the next day or directly to a bank account. Use cash, a credit card, or a debit card.
• 3.3- For Remittance from other Banks from other Countries

International bank transfer can be instantaneous, or it can take 5-7 business days. In some cases, transfers will take even longer than this, however around a week is a standard time frame for many overseas transfers. Please take note that currency rates depend on one bank to another and varies each day. Each bank has its own tariff, and the pricing is subject to change. Please check with your bank for the corresponding fees and remittance charges from the Sending and the Receiving Banks. Please take note that PHOENIQ TRAVEL AGENCY will base the Client’s payment from the ACTUAL DIRHAM DEPOSIT to the Bank of PHOENIQ TRAVEL AGENCY LLC. Remittance Fees from the Sending and Receiving Bank would be borne by the Client. International payments can be tricky. There is often confusion caused by use of multiple banks, different methods, and sometimes additional fees so please check with your bank. It is only upon receipt of payment from PHOENIQ TRAVEL AGENCY bank that booking is confirmed.

4- VALIDITY OF PRICES

All rates quoted or shown in our tariffs are based on current prices. PHOENIQ TRAVEL AGENCY reserves the right to alter or change already published prices on the website without notice in the event of currency fluctuation, government taxes, or any such costs increases that is outside PHOENIQ TTRAVEL AGENCY control. PHOENIQ TRAVEL AGENCY reserves the right to alter routes, itineraries or departure times without prior notice should this be necessary due to weather or other reasons that are beyond PHOENIQ TRAVEL AGENCY ‘control. Please notice that in the case of changes of flights, the passenger is responsible for any additional costs that become payable because of such changes. Prices are guaranteed against any surcharge after an invoice has been issued unless the increase is due to government laws or currency changes and amounts to 5% of the package price or more. The amounts that exceed 5% will be charged and clients will be entitled to cancel their booking with a full refund if the surcharge exceeds 10%.  Any increase due to changes in government laws, i.e., tax changes will be added to the invoice.

5. TRAVELLING WITH CHILDREN

If the Client is travelling with young children (from 2 years old to 11 years old), it is important to note that child seats are not provided for transfers and the legislation varies from one country to another. Please see the Travel Voucher issued for details. Free accommodation stays for children are generally based on sharing existing beds in the room. If the Client requires a separate bed, he/she must advise us at the time of booking, as there is a corresponding charge added to his/her booking. 

6.SPECIAL REQUESTS

For any special requests, please inform us in writing when booking is made. We are happy to pass your special requests on to the hotel, airline, or other supplier but we cannot guarantee that it will be accommodated, however we will do our best given sufficient time of notice. Unless and until specifically confirmed all special requests are subject to availability.

7.PASSENGERS WITH DISABILITIES

PHOENIQ TRAVEL AGENCY makes every reasonable effort to accommodate all passengers’ needs; however, our vehicles are not equipped with disability access, wheelchairs, and other disability aids. We assume no responsibility for injury or any inconvenience in this regard. We cannot guarantee hotel rooms for our customers with disabilities either when booking or overnight trip with hotel accommodation included. However, we will do our very best to try to reserve the appropriate room, if available. Passengers with disabilities and/or any other health issues must advise and inform PHOENIQ TRAVEL AGENCY by email at the time of making the reservation. We reserve the right to decline a booking should it be determined that we are unable to properly accommodate or meet our obligations towards that passenger(s) and or for safety considerations.

8. LOCAL PURCHASE

We cannot accept responsibility for any items that the Client may purchase locally i.e.: jewellery, food, souvenir items etc. and the quality and value of such cannot be guaranteed. We recommend that the Client check whether any extra charges will be payable for import duty or freight, and we are unable to assist with any costs that the Client may incur in this respect.

9. CANCELLATION TERMS/REFUNDS

Once booking is confirmed and finalized, the Tour Package and All Land Arrangement bookings and the 50% down payment are Non-Refundable. There is No Refund for any unused tours, transport, hotels. However, in the event of natural calamities and force majeure, or mandated government cancellations, Clients may be entitled for a refund, subject to the Supplier’s (ex. Hotel) Terms and Conditions. If the Client’s Travel Package includes international or domestic air tickets, cancellation of airline ticket will be based on its cancellation policy, based on their fare rules. PHOENIQ TRAVEL AGENCY only acts as an agent for the airlines and is not responsible if the said Airline cancels, reschedules, or delays a flight for any reason. In any case, PHOENIQ TRAVEL AGENCY will extend necessary assistance to address concerns of guests and to safeguard their welfare, but the Airline Company will be responsible for the final decision on such requests. Additional and incidental expenses incurred due to delay, suspension, accidents, and local conditions must be borne by the guest.

10. FORCE MAJEURE

World weather is becoming more erratic and unpredictable, and we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions, Please take note that PHOENIQ TRAVEL AGENCY is not responsible for changes which arise as a result of events outside of our control, such as technical or maintenance problems with transportation, changes imposed by     re-scheduling or cancellation of flights by an airline, or main charter company, war or threat of war, riot, civil strife, industrial disputes, natural disasters, bad weather or terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics.

11. LIABILITY

Once the Client book through PHOENIQ TRAVEL AGENCY, he/she agrees to be legally bound by the following terms and conditions. PHOENIQ TRAVEL AGENCY acts in good faith, acting solely as an intermediary and an agent for vendors and service providers (i.e. Air and Sea Carriage, Hotel accommodation, Ground transportation, Tours, Meals, Cruises, Travel Insurance, etc.) and as such, it is not liable for breach of contract or any intentional or careless actions or omissions on part of suppliers, which may result in any loss, damage, delay, injury, death, sickness, or accident sustained by the client and his travel companions in the course of availing the indicated services. This agency likewise shall not be responsible for any injuries, damages, to any traveller in connection with terrorist activities, social or labour unrest, mechanical or construction difficulties, diseases, local laws, climatic conditions, schedule changes caused by weather or road conditions, force majeure such as natural catastrophes, strikes, abnormal conditions or developments, or any other irregularities, actions, omissions, or conditions outside the travel agent’s reasonable control. By embarking upon this travel, Travelers (CLIENT/CUSTOMER) voluntarily assume all risks involved with such travel, whether expected or unexpected. Luggage is at the owner’s risk throughout the tour. The fees for the use of porters are shouldered by the clients. All information on PHOENIQ TRAVEL AGENCY website is subject to change and we reserve the right to correct any mistakes that may appear on our website. These general booking conditions are subject to change, and we reserve the right to update these conditions without notice.
PHOENIQ TRAVEL AGENCY reserves the right to refuse service to anybody. Every passenger on board the vehicle must respect the tour guide and the time frame in which a tour is scheduled to occur when you stop for photos, breaks, hiking, walking, or visiting a site of interest. PHOENIQ TRAVEL AGENCY is not responsible for any delays caused by the customer or individual who does not comply with the time limit a tour guide recommends for each stop or site. Please note that overtime fees may apply if applicable. 

PHOENIQ TRAVEL AGENCY reserves the right to remove any passenger who causes a disturbance to any individual in the vehicle, including the tour guide/driver, or poses as a threat to an otherwise smooth and safe trip. Some tours may include physical activities like hiking, walking, kayaking, riding an ATV (all-terrain vehicle), rafting, riding in vehicles, which involves risks.

 PHOENIQ TRAVEL AGENCY does not assume any responsibility for any injuries, accidents or health issues that might be a result from any of these physical activities. All our customers are responsible for evaluating the potential risks of participating in any of our tours that may involve physical activity. Please immediately inform PHOENIQ TRAVEL AGENCY if Client have any health issues prior to making his/her reservation. Flight cancellations and delays of airlines are beyond PHOENIQ TRAVEL AGENCY’ reasonable control, hence, it accepts no responsibility over these events. In the event of any delay or suspension, it is the responsibility of the Airline Company to take the necessary remedial action to address the same and its consequences. In any case, PHOENIQ TRAVEL AGENCY will extend necessary assistance to address concerns of guests and to safeguard their welfare, but the Airline Company will be responsible for the final decision on such requests. Additional and incidental expenses incurred due to delay, suspension, accidents and local conditions must be borne by the guest. Please be advised that it is the Client’s responsibility to arrange proper exit/re-entry documents, validity of passport and visa for the country to visit. Given the possibility of changes to timetables, routings, programs, and (tour) prices, the same shall be subject to confirmation Unused Tour Services are NON-REFUNDABLE. Whether you avail of the day tours or not, client would still have to pay for it since this is what is in the travel agreement. All Confirmed Bookings are already considered as GUARANTEED Bookings and as such are considered NON-REFUNDABLE. Customers’ retention of tickets, reservations, tour/hotel vouchers and other travel documents after issuance shall constitute consent to all of the above and an agreement on their part to convey hereto to their travel companions or group members.

12. Privacy Policy

PHONEQ TRAVEL AGENCY can collect and use Travel Agency Partner’s or its Guests’ & Customers’ personal details especially when they get in touch with us to enquire about our services or at the time of booking a tour package. We collect the following personal information from you. Contact Information such as name, gender, date of birth, passport number, Email address Billing Information such as credit card number and billing address. Unique Identifiers such as username, password, and account number. Usage activity about how you interact with us such as booking history.As is true of most Web sites, we automatically gather information about your computer such as your IP address, browser type, referring/exit pages, and operating system.

By submitting such details, you allow us to utilize your personal data for further relevant purpose. The Travel Agency Partner’s or its Guests’ & Customers’ personal information collected via the website, Email or other sources is primarily used to confirm booking, authenticate credit card information, and process the payment. Apart from utilizing it for activities intended to improve the website’s performance, this information can also be submitted to airline or accommodation service provider, depending on their preferred service package.

All credit/debit cards details and personally identifiable information WILL NOT BE stored, sold, shared, rented, or leased to any third parties.

The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the customers are encouraged to frequently visit these sections to be updated about the changes on the website. Modifications will be effective on the day they are posted.

Some of the advertisements you see on the Site are selected and delivered by third parties, such as ad networks, advertising agencies, advertisers, and audience segment providers. These third parties may collect information about you and your online activities, either on the Site or on other websites, through cookies, web beacons, and other technologies to understand your interests and deliver to your advertisements that are tailored to your interests. Please remember that we do not have access to, or control over, the information these third parties may collect. The information practices of these third parties are not covered by this privacy policy. Kindly remove any other statements that contradicts with the above statements.

13. Information Security

The security of your personal information is important to us. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. The data provided for processing payment through payment gateway is encoded and transmitted using SSL (Secure Socket Layer) protocol, a system widely used to encrypt data automatically before transmitting it to us. No method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, we cannot guarantee its absolute security.

PHOENIQ TRAVEL AGENCY takes Travel Agency Partner’s or its Guests’ & Customers’ privacy concerns seriously and will not share their personal information without their consent. All credit/debit cards details and personally identifiable information WILL NOT BE sold, shared, rented, or leased to any third parties. To obey a court order or safeguard the PHOENIQ TRAVEL AGENCY rights, we may have to disclose Travel Agency Partner’s or its Guests’ & Customers’ private details. We take appropriate security measures to protect against unauthorized access to or unauthorized alteration, disclosure, or destruction of data. These include internal reviews of our data collection, storage and processing practices and security measures, as well as physical security measures to guard against unauthorized access to systems where we store personal data. We restrict access to personal information to our employees, partners and agents who need to know that information to operate, develop or improve our services. These individuals are bound by confidentiality obligations and may be subject to discipline, including termination and criminal prosecution, if they fail to meet these obligations.

14. DOCUMENTATION

Where travel and health documents are necessary to comply with the requirements of some countries you may wish to visit, then it is YOUR RESPONSIBILITY to procure them. If failure to obtain any such documents results in fines, surcharges or any other financial penalty being imposed upon us, then you agree to reimburse us accordingly. You must ascertain by consulting your own doctor, if necessary, the specific precautions deemed prudent for the country or destination you intend to visit and to ensure that the appropriate medication, inoculations, or other precautions are taken.

15.CONDITIONS OF CARRIAGE AND ACCOMMODATIONS

PHOENIQ TRAVEL AGENCY is neither a carrier nor a provider of accommodations. Each journey (whether undertaken or not) that the Client booked by land, sea or air is governed by the conditions of the carrier undertaking to provide that carriage. Some of these conditions limit or exclude liability and are often the subject of international agreements. Copies of the applicable agreements are available for inspection at the offices of the carrier concerned. It is the Client’s responsibility to re-confirm the onward or return sectors of any air journey with the carrier concerned and according to such carrier’s terms and conditions and respective regulations. When Client book accommodations (whether provided or not), its availability or provision is subject to the ‘house rules’ of the hotel or other accommodation providing or undertaking to provide such accommodations. Termination We reserve the right in our absolute discretion to terminate the client’s travel arrangements without notice should the said client’s behaviour be such that it is likely in our opinion, in violation of any applicable governing laws, causes distress, damage, annoyance, or danger to PHOENIQ TRAVEL AGENCY, or any of its staff, fellow travellers or any other person. In such circumstances, no refund or compensation will be due to the client. Clients should be guided by the Hotel’s Check-in and Check-out policies. Each hotel varies in their check-in and check-out time. However, the standard hotel check-in is at 2:00 PM while check-out is at 12:00 PM (Noon). Early Check-in is SUBJECT TO AVAILABILTY and Hotel Surcharge.
Damage and Loss of Hotel Key Cards, Bed sheets and Towels, and Consumption of Food and Drinks in the Mini-fridge-Bar and other Incidental Expenses are NOT included in the Tour/Travel Package, and these are charged to the Client.

16.OUR WEBSITE:

16-1. Website Disclaimer of Warranties & Limitation of Liability

When you visit the Web Site or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on the Web Site. You agree that all agreements, notices, disclosures, and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
If any of these terms and conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining terms and conditions. Any failure by us to act in relation to a breach by you or any other user’s breach on any occasion of these terms and conditions does not constitute a waiver of our right to act in relation to future or similar breaches. Your access to and use of software and other materials on, or through, this Web Site is solely at your own risk. We make no representation, warranty, or covenant whatsoever about the reliability, stability, or virus free nature of such software. We do not accept any liability in respect of your inability to access or use the Web Site at any time or for any interruption in that access or use, or for any failure to complete any transaction. All software and other materials are provided as is" without representation, warranty, or covenant of any kind, including all implied warranties.

No warranties, promises or representations of any kind, express or implied, are given as to the accuracy of any of the information on the Web Site or as to the nature, standard, suitability or otherwise of any services offered by us or on our behalf.

We shall not be liable for any loss or damage of whatever nature (direct, indirect, consequential or other) that may arise as a result, directly or indirectly, from the use of any of the information or material contained on the Web Site and/or the use of or access to any other information or material via web links from the Web Site, or any inability to access the Web Site.

These exclusions of liability apply only to the extent permitted by law and, except for information or material accessed via other sites or supplied by an identified third party, where consistent with the applicable booking conditions. If any of these exclusions, in whole or in part, are found to be unlawful, void or unenforceable for any other reasons, that exclusion or part of the exclusion shall be deemed severable and shall not affect the validity or enforceability of the other exclusion(s) or part(s) of the exclusion(s) in question.

Indemnity: As a condition of use of this Web Site, you agree to indemnify us from and against any and all liabilities, expenses (including legal fees) and damages arising out of claims resulting from your use of this Web Site, including without limitation any claims alleging facts that if true would constitute a breach by you of these terms and conditions.

16-2. Links to Third-Parties Web Sites

Our Web Site may contain links and pointers to Internet sites maintained by third parties. We do not operate or control in any respect any information, products, or services on such third-party sites. Third party links and pointers are included solely for your convenience, and do not constitute any endorsement by us. You assume sole responsibility for use of third-party links and pointers.

16-3. Limitations on Use

You agree to use this Web Site solely to determine the availability of goods and services and make legitimate reservations or transact business with us. You agree to use the Web Site only for personal, non-commercial use.

You agree to use the Web Site's services to make only legitimate reservations or purchases. You agree not to make any false reservation or any reservation in anticipation of demand. We may cancel, without notice, all confirmations associated with multiple reservations to one or more destination on or about the same date.

You agree to all our terms and conditions of purchase, including, but not limited to, full and timely payment of all amounts due and compliance with all rules concerning availability of fares, products, or services. All fees, assessments, charges, taxes, and duties arising out of use of the Web Site are your sole responsibility.

You agree to not abuse the Web Site. "Abuse" includes, without limitation, using the Web Site to:

·        Defame, harass, stalk, threaten, abuse, or otherwise violate others’ rights as defined by applicable law.

·        Harm or interfere with the operation of others’ computers and software in any respect, including, without limitation, by uploading, downloading, or transmitting corrupt files or computer viruses.

·        Violate applicable intellectual property, publicity, or privacy rights, including, without limitation, by uploading, downloading, or transmitting materials or software.

·        Omit or misrepresent the origin of, or rights in, any file you download or upload, including, without limitation, by omitting proprietary language, author identifications, or notices of patent, copyright, or trademark.

·        Transmit, post, or otherwise disclose trade secrets, or other confidential or protected proprietary material or information.

·        Interfere with or disrupt the Web Site or servers or networks connected to the Web Site, including attempting to interfere with the access of any other user, host or network, including without limitation, overloading, initiating, propagating, participating, directing or attempting any “denial of service” attacks, “spamming”, “crashing”, “flooding” or “mail-bombing” the Web Site.

·        Direct bots, spiders, crawlers, avatars, intelligent agents or any other automated process at data’s’ computer systems or otherwise, create unreasonable load upon any of data’s computer hardware, network, storage, input/output or electronic control devices or infrastructure.

·        Transmit any information or software obtained through the Web Site, or copy, create, display, distribute, license, perform, publish, recreate, reproduce, sell, or transfer works deriving from the Web Site.

·        Falsely use a password or personal identification number during logging into the Web Site or misrepresent one’s identity or authority to act on behalf of another.

·        Violate this Agreement in any other manner.

We have taken reasonable steps to ensure the information provided by us on this Web Site is accurate at the time you view it. However, we cannot and have not checked the accuracy of all information provided by outside sources for example by the providers of other information, or of other parties linked to or from the Web Site.

Commentary and other materials posted on our Web Site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our Web Site, or by anyone who may be informed or act upon any of its contents.

We aim to ensure that availability of the Web Site will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed, and we reserve the right to withdraw or amend the service we provide on the Web Site without notice. Also, your access to the Web Site may occasionally be suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. We will not be liable if for any reason our Web Site is unavailable at any time or period.

17.Currency Conversion

Currency rates are based on several publicly available sources. The accuracy of such rates is not verified, and actual rates may vary. Currency quotes are not updated every day. We believe in the accuracy of the information supplied by this application, but we do not warrant or guarantee such accuracy. If using this information for any financial purpose, we advise you to consult a qualified professional to verify the accuracy of the currency rates.

18.RESERVATION RULE VIOLATIONS

You agree not to purchase a ticket or tickets containing flight segments that you will not be using, such as a "point-beyond", "hidden-city", or "back-to-back tickets". You further agree not to purchase a round-trip ticket that you plan to use only for one-way travel. You acknowledge that the airlines generally prohibit all such tickets, and therefore we do not guarantee that the airline will honour your ticket or tickets. If you do not use one of the flights in your reservation, the airline will cancel your remaining itinerary, and it may confiscate your frequent flyer points. You agree to indemnify us against airline claims for the difference between the full fare of your actual itinerary and the value of the ticket or tickets that you purchased.

19. AGENT FOR SUPPLIERS

PHOENIQ TRAVEL AGENCY and its independent travel advisors (collectively “we” or “us”) act as sales agents for any airline, hotel, car-rental company, tour operator, cruise line, or other service provider named in your itinerary or confirmation (“Suppliers”).  We are not responsible for the acts or omissions of the Suppliers or their failure to adhere to their own schedules, provide services or refunds, financial default, or failure to honour future trip credits.

You acknowledge that your travel plans may be interrupted or cancelled by the Supplier, a government entity, or other third party over which we have no control. You further acknowledge that the Supplier's own cancellation, rebooking and refund policies, subject to any applicable law that is now or may later be in effect, will govern your rights and remedies, including your right to receive a refund. We have no special knowledge regarding the financial condition of the Suppliers and no liability for recommending a trip credit in lieu of a refund.

20.TOUR GUIDES

Clients should take note that Tour Guides and Tour Facilitators are NOT the personal maids of the guests/clients. A tour guide guides visitors in the language of their choice, information and cultural, historical and contemporary heritage interpretation to people on organized tours and individual clients at educational establishments, religious and historical sites, museums, and at venues of other significant interest. As such, Clients should not expect that the tour guides would personally assist to their every needs. Carrying of Luggage are the responsibility of the clients. During meals, the tour guides will seat in the table next to the clients. If clients do not wish to sit beside the tour guide, please advise in advance so that we could make proper arrangements. Furthermore, a tour guide is also a human person who deserves respect.

Thus, we advise our clients to treat our tour guides with proper respect and decency. If clients need to reprimand the tour guide, please do so in a decent manner, otherwise, we would be constrained to cancel your tour without any refund.

We reserve the right to refuse service to any person or business who may refuse to comply with our safety instructions, our tour itinerary, or to anyone who may pose a threat to our customers and/or our tour guide-drivers. Screaming at or insulting tour guides/drivers or fellow passengers or third-party businesses and subcontractors is NOT ACCEPTABLE under any circumstances and will terminate and cancel your tour without any refund. Discrimination against a customer or a tour guide/driver for any reason is not acceptable either under any circumstance.

21. INSURANCE

Please note that individual travel insurance is not included in the tour price and all medical costs and other costs involved must be paid for by the client. It is therefore strongly recommended that participants take out personal travel insurance, especially for the active tours. We strongly recommend to all our clients to purchase comprehensive travel insurance prior to departure to meet any contingencies that would cover against cancellation charges, unexpected curtailment of your vacation, medical expenses arising overseas including repatriation, loss or damage to luggage and personal liability claims against you. Should you fail to secure such Travel Insurance coverage prior to your travel, then you accept full responsibility for yourself and all of the members of your party and indemnify PHOENIQ TRAVEL AGENCY and our overseas UAE Travel agents and representatives (as applicable) for any and all costs that may arise, which would otherwise have been met, had such travel insurance been in force.

22. RISKS OF TRAVEL

We assume no responsibility for and shall not be liable for the acts or omissions on the part of any other party not under our control or any acts of God, unsafe conditions, terrorism, health hazards including pandemics, illness, weather hazards, or the suitability for a disabled person of any portion of any trip. We have no special knowledge of dangers during travel or at destinations. For destination information specific to COVID-19, we recommend visiting  IATA's COVID-tracking site. It is your personal decision to travel, and you are doing so with full knowledge of current travel recommendations and travel restrictions with regards to the risks of COVID-19. Ultimately it is your responsibility to understand and abide by all requirements and restrictions when traveling. This may include the following: health affidavit forms; health screenings prior to departure and/or upon arrival; temperature screenings prior to departure and/or upon arrival; travel reason affidavit forms; online travel authorizations; airline safety & health requirements, such as health forms, screenings, face coverings; in-country requirements, such as periodic temperature checks, quarantine, face coverings; visas. Failure to meet the requirements and/or restrictions puts you at risk for fines, quarantine, or deportation at your expense. 

23.COMPLAINTS

Our main goal is to provide our clients with excellent services. If our clients, for any reason, are not satisfied with our services, we would like to hear about it. We recommend our client to contact us as soon as any incident occurs. All complaints must reach PHOENIQ TRAVEL AGENCY within 10 days after Client’s departure. Otherwise, any possible compensation entitlement will not be valid. Please call PHOENIQ TRAVEL AGENCY at +971 54 5302007, from wherever Client may be or email us at Info@phoeniq.com. If a problem arises during Client’s trip, please contact us immediately, so that we can assist you. All notices and communications shall be in writing, in English or Arabic Language and shall deemed given if delivered personally or by commercial messenger or courier service or mailed by registered or certified mail (return receipt requested) or sent via email, with due acknowledgment of complete transmission to the following address: PHOENIQ TRAVEL AGENCY DAMAC BUSINESS TOWER, BUSINESS BAY, DUBAI City, UNITED ARAB EMIRATES.

Visitors to this Travel Website should review our policies from time to time to stay abreast of changes. Any contract or dispute between us and these Reservations conditions are to be governed by and construed in accordance with UAE Law. Both parties agree to submit to the exclusive jurisdiction of the Courts of Dubai City, UAE.

The effective date of this policy is DEC 01, 2023. It replaces all prior privacy policies issued by PHOENIQ TRAVEL AGENCY. We reserve the right to change our policy at any time.

24. GENERAL NOTES

PLEASE TAKE NOTE:

• PHOENIQ TRAVEL AGENCY reserves the right to hire independent tour guide/drivers, subcontractors and/or contractors to facilitate our tours, shuttle services and travel packages.
• If we are unable to facilitate your tour due to weather and/or road conditions, we will attempt to reach each location, site and destination using alternative routes, but we are not liable nor responsible for these unforeseen weather/traffic conditions. No refunds will be available.
• All photos or videos taken by our staff of our customers or passengers, during the capacity of the tour, trip, or transfer, may be included on our website. Customers hereby agree to the use of these photos and videos and under no circumstances can customers’ dispute.
• No substitution or refunds for any unused part of the tour(s) will be issued. All sales are final.
• No refunds will be issued for a no-show or unused portion of the tour.
• Tour guide/driver gratuities are not included in our tour price unless indicated on your tour voucher or email confirmation.
• Tour prices do not include additional incidental fees, unless otherwise indicated on your tour voucher or email confirmation.

·        All vehicles operated by PHOENIQ TRAVEL AGENCY are non-smoking according to Municipal and City Ordinances.