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Terms and conditions of sale

Version dated January 27th, 2020

By registering for travel services on the site www.rilleyesolidarity.com, the customer
acknowledges having read the terms and conditions of sale and the description of the chosen trip.

1- REGISTRATION & PAYMENT

  1. a) Quote

 

Upon receipt of the client’s request, Rille Eyes Solidarity offers the traveler the opportunity to request up to 3 different free quotes. Beyond 3 quotes, Rille Eyes Solidarity is reserves the right to charge € 2 per additional quote depending on the complexity and travel production research. The complexity of the estimate is identified once the customer requests to change their itinerary, travel dates, number of participants or request more than three quotes with different specifications. Indeed as soon as the request implies new searches and new requests for availability with our partners, the company may invoice you for additional quotes.

When the agency offers you a quotation, it makes no reservation. It means that as the acceptance of the estimate has not been received, rates are likely evolving. On your request only, Rille Eyes Solidarity can ask options, that is to say block certain services within a time limit which will be given to it by its

partners. For each proposed quote a validity date will be communicated function the departure date of the participant. In case of exceeding the validity of your time quote, Rille Eyes Solidarity, may establish a new quote. However, based on availability of desired services, pricing may not be the same.

 

  1. b) Booking

 

When confirming the quote, the traveler must return their quote and their reservation duly completed, dated and signed with the mention “confirmation for booking”. Rille

Eyes Solidarity reserves the right to ask the customer for any additional supporting documents depending on the chosen travel plan. As for example the copy of an extract from birth or marriage for discounts related to children or marriage anniversaries.

It is only upon receipt of these two documents (quote and confirmation for booking) and payment (deposit or full payment of the trip depending on the departure date), that Rille Eyes Solidarity creates a customer number and a reservation number. From there, the traveler should create a personal account via the “Customer space” on the website www.rilleyesolidarity.com, by entering the identifier code and password communicated by the agency. He will be able to follow the progress of his request.

Receipt of the deposit or full payment for your trip does not apply to final confirmation as it will depend on availability at the time of booking. Rille Eyes Solidarity proceeds to book the services requested upon receipt of requested documents and then, sends the customer a written confirmation guaranteeing registration.

Rille Eyes Solidarity will not be held responsible for any missing information during the customer reservation (name, passport number, etc.).

 

  1. c) Payment

 

For any registration made more than 40 days before the departure date, a deposit of 30% of the total amount of the land services and the global payment of the amount of the flight services if there are domestic flights will be requested and cashed. Rille Eyes Solidarity is not in charge for booking international flights. The balance of the trip must be paid at the latest 40 days before departure.

For any reservation less than 40 days from the date of departure, the payment must be made at the same time and for the entire amount of the trip.

The balance of the trip price must be paid, without reminder from us, no later than 40 days before the departure date. In the absence of payment within this period, Rille Eyes Solidarity reserves right to cancel the reservation without compensation and to apply the cancellation fees referred to Article 3.a below.

Payment for the trip (deposit, balance of the price or of the total price for any subscription to less than 40 days from the date of departure) can be made directly on the site www.rilleyesolidarity.com. By accessing the customer’s personal file, entering the username and password provided. In the “payment and billing” section, the client can pay by credit card. Payment may be made via Visa and MasterCard.

You must indicate by reference, your customer number, as well as your booking number.

If the traveler prefers to pay by bank transfer, this option is also possible. The banking details of Rille Eyes Solidarity business account will be mentioned on the proforma invoice.

It is also possible to pay part of the trip by credit card and the other part by bank transfer according to customer request.

If the customer books a service while he is already inside the country, he can pay for his service via the website, by bank transfer, by EFT or via the credit card terminal payment of Rille Eyes Solidarity.

Special case: in the case of specific events such as fairs, Rille Eyes Solidarity reserves the exceptional right to accept payments on the spot of the event. In this specific case, payment can be made via the website, by bank transfer, cash or cheque. Only during this type of operation, the agency reserves the right to accept mixed payments (different payment methods).

 

  1. d) Invoice

 

Upon payment of the deposit or the global payment of your trip, Rille Eyes Solidarity will send an invoice at the latest within 10 working days.

 

 

2- MODIFICATION FEES

 

  1. a) Before the trip

 

If the traveler changes the trip (departure date, number of participants, etc.), the prices will be revised and adapted according to the new request. Rille Eyes Solidarity reserves the right to charge you for modification costs. Costs simple modifications vary from 1 € to 50 €. Complex modification fees vary between 1% to 2% of the amount of the new trip. These booking fees are independent of differential of the cost implied by the modification of services. Depending on the date which will be made the change from the departure date, change fees may be invoiced in addition, depending on the service providers.

Program modifications (dates, times, itinerary, supervision, accommodation, etc …) can intervene before the departure of the client, due to organizational difficulties or for security reasons. In such cases, Rille Eyes Solidarity inform the traveler immediately of these modifications by email and / or telephone. If this change affect an essential element of the trip, he has the option of either terminating the contract or to accept the modification proposed by Rille Eyes Solidarity.

 

  1. b) During the trip

 

Any modification from the traveler implying a change of service any (hotels, transport …), program (length of stay, stages …) or service will be charged.

During the trip, changes to the program (dates, times, itinerary, supervision, accommodation, etc …) can intervene, due to organizational difficulties or for security issues. In the event that replacement services could be proposed by Rille Eyes Solidarity, any additional cost would then be covered by the agency. In the absence of replacement services, except in cases of unforeseen events, Rille Eyes Solidarity agrees to reimburse the price difference between the services provided and those actually provided.

 

3- CANCELLATION FEES

 

  1. a) Before the trip

 

If the participant wishes to cancel his trip, the sums paid will be refunded under reserve the following deductions, depending on the date of withdrawal:

More than 120 days before the departure date: the total amount paid for the land portion will be refunded, reduced bank charges related to the transfer of refund. Unless otherwise stated (to be confirmed with the local supplier), where 100% cancellation fees can be applied upon registration on certain services of your trip (excursions, cooking lessons, certain hotels, etc.).

The reimbursement of domestic flights is subject to the terms and conditions of the airline company.

From 90 to 119 days before the departure date: 25% of the land services deposit paid will be retained, corresponding to the prepayment of certain services and / or services. Unless otherwise indicated (to be confirmed with the local supplier), where 100% of cancellation fees may be applied when registering for certain services of your travel (excursions, cooking classes, some hotels, etc …).

The remaining amount will be reduced by bank charges linked to the reimbursement transfer.

The reimbursement of domestic flights is subject to the terms and conditions of the airline company.

From 46 to 89 days before the departure date: 50% of the deposit paid will be retained, corresponding to the prepayment of certain services and / or services. Unless otherwise indicated (to be confirmed with the local supplier), where 100% of cancellation fees may be applied when registering for certain services of your travel (excursions, cooking classes, some hotels, etc …).

The reimbursement of domestic flights is subject to the cancellation conditions of the airline company.

From 30 to 45 days before the departure date: 75% of the total amount of the file will be retained. Unless otherwise indicated (to be confirmed with the local supplier), where 100% cancellation fees can be applied upon registration on certain benefits of your trip (excursions, cooking lessons, certain hotels, etc.).

The reimbursement of domestic flights is subject to the terms and conditions of the airline company.

Less than 30 days before arrival: 100% of the total amount of the file will be retained.

If one or more travelers registered in the same file cancel(s), the trip may be maintained once the participants have paid before departure, the possible additional cost of services which should have been modified due to the cancellation of the traveler(s).

Any refusal on the part of the traveler(s) remaining registered to fulfill this adjustment will be considered as a cancellation by the traveler(s) concerned, and may give rise to the application of the scale indicated above.

If the trip had to be canceled before the client’s departure, due to difficulties organizational or security matters. In such cases, Rille Eyes Solidarity immediately notify him by email and / or phone. The agency do another proposal but the participant have the option of either terminating the contract or to accept the alternative proposed by Rille Eyes Solidarity.

In the event that Rille Eyes Solidarity must make a financial commitment to guarantee the reservation customer benefits and / or service (such as the purchase of certain transport tickets or the reservation of various services on specific dates …), the terms of reimbursement mentioned above cannot be applied, whatever the reason for the cancellation or the anticipation with which it is formulated.

 

  1. b) During the stay

 

Any interruption of travel by the customer and that whatever the cause, cannot give rise to any reimbursement from Rille Eyes Solidarity. Expenses additional incurred as a result will not be supported by the agency.

All travel may be interrupted at the decision of the guide or the local representative for duly justified reasons (security, health, etc.). In this case, unless the interruption is due to force majeure, Rille Eyes Solidarity agrees to reimburse the difference of price between the services provided and those actually provided.

 

  1. c) Unforeseen circumstances

 

If external incidents or events disturb the situation of the country (ex: wars, political and social unrest, strikes, natural disasters, technical incidents, airspace congestion, inclement weather, delays (including delays in mail delivery services for the transmission of travel documents), breakdowns, loss or theft of luggage etc …), Rille Eyes Solidarity reserves the right to cancel the travel or modify its content and cannot be held responsible for the consequence events. The delay(s) suffered due to the cases referred accordance with the Warsaw Convention, any of the above as well as any resulting changes that may arise will not result in any compensation whatsoever, in particular due to the modification of the duration of the originally scheduled program or delay in connecting, or change of service(s) or partner(s). Any additional costs related to a disturbance (tax, hotel, parking, etc.) will remain the responsibility of the customer.

In case of cancellation before departure in these circumstances, the deposit paid corresponding to prepayment of services and / or services will be retained and the traveler cannot claim any compensation from Rille Eyes Solidarity.

 

4- RIGHT OF WITHDRAWAL

 

In application of the provisions of articles L221-2, 5 ° and L221-28, 12 ° of the French Code consumption, the services offered on the site by Rille Eyes Solidarity are not subject to the application of the right of withdrawal provided for in articles L221-18 et seq. of same Code for distance selling.  

Consequently, the services ordered on the site are exclusively subject to cancellation and modification conditions provided for in these Terms and Conditions of sales and the customer may not invoke the right of withdrawal.

 

5- ASSIGNMENT OF THE SERVICE

 

In accordance with the provisions of article L 211-11 of the Tou rism Code, the customer can assign your contract to a third party (except insurance contract), provided you inform the company Rille Eyes Solidarity by registered letter with acknowledgment of receipt no later than 7 days before the start of the stay, specifying precisely the names and address of the transferee (s) and of the participant (s) and justifying that they fulfill the same conditions for him to make the trip or stay (especially for children who must be in the same age groups).

Beforehand, the assignor or the assignee are required to pay the modification costs provided for in article 2 above, which may represent up to 100% of the total amount of folder.

The assignor and the assignee are jointly and severelly  liable in regard with Rille Eyes Solidarity, where applicable, payment of the balance of the price as well as additional costs incurred by this assignment.

In all cases, if the costs generated by this transfer were greater than the amounts referred to in Article 2 (non-modifiable or other flight), the amount due to Rille Eyes Solidarity exact, which will be invoiced to the traveler on presentation of supporting documents. The insurance are not refundable or transferable under any circumstances.

For air ticket reservation services, this clause does not apply.

 

6- AIR TRANSPORT & CLIMATE

 

If your trip is changed due to disruption beyond our control such as climatic or air disturbances, the agency cannot be held responsible. However, an alternative will be offered to you as far as possible. The costs in resulting will remain the responsibility of the customer.

Rille Eyes Solidarity does not sell international flights to South Africa South. The traveler is solely responsible for his transportation to his place of travel.

However, we recommend consulting the European list of airlines prohibited on the site: http: // ec.europa.eu/transport/air-ban/list_fr.htm before booking your tickets to begin your journey.

For more flexibility, we recommend buying modifiable services and / or reimbursable and allow for reasonable transfer times between airports / stations.

If there was an unforeseeable and insurmountable fact by a third party or by the participant, or a case of force, we recommend that the client inform Rille Eyes Solidarity within shortest time possible. The modifications of services and the costs induced by these events will remain at his expense.

Within the framework of the stay, it is possible to integrate domestic flights and the agency can take care of bookings. When registering, we will communicate to traveler the identity of the air carrier(s) capable of operating domestic flights.

In the event of modification, after registration, Rille Eyes Solidarity agrees to communicate it, as soon as it becomes aware of it before your departure, any changes in the identity of the air carrier(s).

Rille Eyes Solidarity is committed to ensuring that all airlines used are accepted by the competent administrative authorities.

The terms and conditions of transport of the airline are accessible via its website. Regarding the Warsaw Convention, the airline may have to modify without notice, in particular the timetables and / or the itinerary as well as the departure and destination airports. If in case of modifications by the airline, in particular due to technical incidents, delays, strikes, political events, etc… beyond the control of Rille Eyes Solidarity, the traveler decides to renounce his trip, the cancellation costs referred to in article 3 above will be charged. Rille Eyes Solidarity will not reimburse costs (taxis, hotels, transportation, catering …), as soon as the customer is under the responsibility of the airline. In case of delay in transport or loss of luggage, denied boarding (overbooking) and / or flight cancellation by the company, we recommend that the customer assert his rights to the airline, to keep all original documents (tickets, boarding passes, baggage coupon or other) and to solicit from the company by any written proof in the event of denied boarding (overbooking) or cancellation of flights. He will ship to the airline as soon as possible, given the short deadlines imposed, his claim with a copy of the supporting documents and will keep the originals.

Any modification of the surname or first name after the passenger’s registration requiring a redemption airline tickets will result in the application of fees which are higher than the price of new tickets. The total price invoiced by Rille Eyes Solidarity may therefore be different from that appearing on the estimate, in particular taking into account the tariff adjustments for air transport (readjustment of fuel surcharge, seat redemption or change of class of transport).

Any reconfirmation of the return flight remain the sole responsibility of the traveler. In the event of theft or loss of airline tickets, Rille Eyes Solidarity cannot be held responsible for consequences as airlines do not issue duplicate. Any additional costs linked to a disturbance (tax, hotel, parking, etc.) will remain the responsibility of the client.

 

7- INSURANCE

 

Rille Eyes Solidarity offers optional insurance covering the most serious risks frequently encountered. However, taking out emergency assistance/repatriation insurance is compulsory. Cancellation insurance is optional but we strongly advise you to subscribe to avoid any inconvenience.

For any additional information concerning the subscription to an insurance, do not hesitate not to contact us.

 

8- MINORS

 

Registration requests for minors must be signed by the father, the mother and / or the legal guardian and bear the words “agreement of the father, mother or tutor”. The minors, who are not traveling with their parents or guardians, must be in possession, in depending on the destination, the identity documents required for the trip, a valid authorization to leave his country of origin. Finally, mention will be made of a telephone number and address allowing the minor or the person responsible to establish a direct contact. For minors traveling with one of the parents, guardians or others adults, make sure they are in possession of the documents necessary for the minor accompanying them (national identity card or passport and, the authorization to leave the country) to allow him to leave the country. In some cases, you will be given a full copy of the birth certificate translated into English requested by the authorities. Administrative laws can evolve quickly without that we have the opportunity to update the information in our terms and conditions of sale. Therefore, it is the customer’s responsibility to inquire directly with the relevant organizations to ensure that it is in good condition possession of all legal documents that will allow him to travel with minors. Rille Eyes Solidarity cannot be held responsible in the event of failure to present the required documents and in the event of cancellation or modification of your trip, the costs incurred will remain the responsibility of the client (see paragraph 2 & 3).

 

 

9- CLAIMS

 

Any complaint whatsoever must be sent to Rille Eyes Solidarity with acknowledgment of receipt. A possible dispute will be settled amicably. In case of complete disagreement, Rille Eyes Solidarity being a company under South African law, these are the Courts in South Africa which will be deemed competent.

 

10- LIABILITY

 

Before confirming his trip, the participant will have to check according to his personal situation, that he is in good possession of all identity documents (passport, visa, etc …), sanitary and / or other of sufficient validity and in accordance with the required requirements to transit and / or enter the country of travel.

Rille Eyes Solidarity is at your disposal to provide you with any information likely to help you with the administrative and / or health formalities necessary for take the trips it offers. However, this information is given for indicative and can not engage the responsibility of Rille Eyes Solidarity. For more security, we recommend consulting the relevant authorities for a list of necessary documents and customs formalities in force. The agency will not be held responsible in the event of delay or inability of a traveler to present the documents in good standing.

Each participant is responsible for obtaining all the documents required by the South African authorities. Therefore, if a failure to present these documents should imply the cancellation or interruption of the participant’s trip, this would not give rise to no reimbursement or indemnity and Rille Eyes Solidarity cannot be held responsible. Any additional costs related to a disturbance (tax, hotel, parking, etc.) will remain at the customer.

It is up to the client to verify that the contact details he communicates to Rille Eyes Solidarity allow him to receive the information communicated to him by the agency and consult their voicemail and telephone, as well as their mailbox by their own means to ensure that he is aware of all the information on time transmitted by Rille Eyes Solidarity.

The traveler must comply with the rules of prudence and follow the instructions which will be given to him by the local representative or the service provider. Rille Eyes Solidarity cannot be held responsible for accidents which are due to the individual imprudence of the participant or a group member. Rille Eyes Solidarity reserves the right to deport at any time a person whose behavior may be considered dangerous to others or to their well-being. No compensation would then be due from Rille Eyes Solidarity.

The customer is aware that given the character of tailor-made trips organized by Rille Eyes Solidarity, it can run certain risks due in particular to the remoteness of the centers medical, road conditions, adventurous nature of certain trips (especially

hiking, nautical activities, etc.). South Africa does not yet count organisms allowing rapid evacuation to most places far from cities. The participant accepts and assumes these risks with full knowledge of the facts and agrees not to hold responsible for accidents that may occur to Rille Eyes Solidarity, guides and / or different service providers.

 

11- THEFT AND LOSSES

 

In the event of theft or loss of their personal effects during their trip, the customer may not, in no case transfer responsibility to Rille Eyes Solidarity. His personal belongings remain permanently under his supervision and responsibility. Do not trust anyone (guide, driver, companion, etc.) responsible for monitoring them because they cannot materially perform this task.

 

12- EXCHANGE RATE AND TARIFF MODIFICATION

 

The trips sold by Rille Eyes Solidarity in a currency other than the South African Rand (Euro, dollar…) are based on an exchange rate calculated at a given time. In case of devaluation, Rille Eyes Solidarity reserves the right to reassess the amount of the trip.

In accordance with the law, we may be obliged to change our prices and our programs to take into account only:

  • variations in the cost of transport, linked in particular to the cost of fuel.
  • the variation in fees and taxes relating to the services provided, such as taxes

landing, boarding and disembarking.

In the event of a change in the price for the cases referred to above, Rille Eyes Solidarity agrees to notify you by email and / or telephone no later than 30 days before the date of your departure (in the case of a registration prior to the modification).

In the case of registration within 30 days of the departure date, this modification of the price will be applied upon registration.

 

The acceptance of a trip organized by Rille Eyes Solidarity implies acceptance of our Terms and Conditions of Sales.

Why Book With Us?

  • No hidden cost
  • Customer care available 24/7
  • Sustainable Tours & Activities
  • Financial guarantee

Get a Question?

Do not hesitate to give us a call. We are an expert team and we are happy to talk to you.

+27 (0) 10 211 9050

contact@rilleyesolidarity.com

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