Service level, Indemnity, Terms & Conditions

All sevices by Andulela Experience cc, 62 Victoria Ave, Hout Bay 7806, South Africa, below refered to as The Operator, as offered on this webpage, in brochures or verbally through one of our consultants or agents are subject to the following terms and conditions of operations and indemnity. As a direct client or an agent of Andulela, below refered to as The Client/Agent you agree with:

1 Service Level Agreement

1.1 The Operator’s consultants are committed to delivering a high standard of service to our clients at all times.

1.2 All tour guides of The Operator are accredited by THETA.

1.3 The Operator ensures that all vehicles used are clean, roadworthy, fully licensed and insured as per SATSA requirement.

1.4 The Operator is insured as per SATSA requirements.

1.5 The Operator is available on 3 land lines, 2 mobile numbers, email, fax and Skype during office hours (Mo-Fr 8h00-17h00; Sat 8h00-12h00) and in emergencies available 24 hours on mobile phone.

1.6 We commit to providing the best possible price and value without compromising service, quality and our responsible tourism policy.

1.7 We will respond to any enquiry in writing within 48 hours.

2 Description of Service

2.1 The Operator offers day tours, events, and other tourism services, which involve authentic cultural and nature experiences. Detailed description of all tours and services included are available on www.andulela.com.

2.2 All services are generally conducted in English, unless otherwise specified.

2.3 Transport, entrance fees, meals and refreshments are only included when and as specified in the tour description on www.andulela.com, otherwise these and any other personal costs are for the account of The Client/Agent.

2.4 Availability of tours
All tours and services are subject to availability. Availability is subject to minimum and maximum numbers of visitors on the specific tours, weather conditions, and availability of fuel, Force Majeur or other unforeseen circumstances.

2.5 Content and routes of tours
The content of the tours, such as venues visited, guides and hosts involved, particular routes and destinations or else are subject to change in the event of unforeseen circumstances. The Operator explicitly reserves the right to change the above mentioned if the Operator deems necessary. The Operator ensures that possible changes to the itinerary will not change the overall experience as laid out in the tour descriptions, nor add to the agreed price, and will not compromise the overall quality.

2.7 Cost per capita per tour
Cost per capita is subject to change without prior notice. We cannot hold prices stated on out-dated information material, such as flyers, brochures and price lists. An up-to-date and valid price list can be found on www.andulela.com.

3 Booking procedure

Provision of full details of the prospective client or group is required in writing for any booking. The quality of The Operator’s service depends on the accuracy and content of the client’s/agent’s brief on any interests and needs pertaining to services required. We reserve our right in this regard and will not accept any responsibility for clients/agents who may not fully enjoy the product or service as a result of our receiving incorrect or insufficient information by the client/agent.

3.1 Bookings must be made in writing and sent through the Operator’s online contact form on www.andulela.com. Bookings will be considered confirmed and effective once The Operator has given written notice thereof.

3.2 Full payment will secure a booking and is to be paid upon confirmation of reservation. A copy of the completed reservation form signed by the client/agent along with proof of payment is to be faxed or emailed to The Operator.

3.3 It is The Client’s/Agent’s responsibility to ensure that the full invoiced amount is to reach The Operator’s account net of any bank charges. All costs such as bank charges for cash deposits or international transfers are those of the Client/Agent. A service fee of 3.5% of the total invoiced amount is payable on all credit card transactions.

3.4 Once payment has been made to The Operator, all services booked with The Operator are non-transferable and non-refundable. Cancellation terms apply (see point 4).

3.5 No day tours can be booked less then 24 hours before the requested event of the tour.

3.6 Conditions of car rental: cars are rented subject to the car rental company's terms and conditions of agreement. Conditions of payment are strictly 30 days from date of statement. Interest, at a rate of 1.75% per month, may be charged on balances in excess of 45 days outstanding. In case of any accident, loss, theft or damage of any kind, any charges and excess of such a rental are solely to the charge of the client. All liability is subject to terms and conditions of the car rental company. All car rentals are paid directly to the car rental company and constitute an agreement between the car rental company and yourself.

3.7 Conditions of internal flight reservations: all flights booked on behalf of The Operators clients are subject to the flight company's terms and conditions of agreement and payment. In case of any accident, loss, theft, damage or any inconvenience of any kind to the client any charges and excess of such an incident are solely to the charge of the client. All liability is subject to terms and conditions of the flight company.

4 Cancellation and amendments

4.1 Any cancellation or amendment must be conveyed to The Operator in writing.

4.2 On receiving notification of any cancellation or amendment all payments by the client will be forfeited to cover The Operator’s costs to that date, and those of The Operator’s contractors or suppliers.

4.3 It is the responsibility of the client/agent to ensure that an updated booking form is received by the Operator.

4.4 The following cancellation fees are applicable for all day tours: