Terms of sale

A booking is made online, with the concierge or at the agency, in the name of a customer account. It is confirmed only once paid, or once its price has been held and then paid within the time allowed. A file number and a summary are given at every step.

The travellers named must match their identity documents. In this demonstration they are the demonstration account’s, and they cannot be typed in.

Prices are worked out by the agency from its catalogue, taxes and the agency’s fees included. Shown in another currency, they are for guidance only: the amount due is the one in dinars.

A price can be held for twenty-four hours from the basket, without payment. It does not change during that time; after it, if nothing has been paid, the hold expires and the price is worked out again.

Payment is by CIB or Edahabia card, by BaridiMob, by transfer or at the agency.

Some trips, Omra among them, can be paid in three or four interest-free instalments, one a month; the last must fall no later than thirty days before departure. A trip leaving sooner is paid in one go. An instalment left unpaid may lead to the file being cancelled, after a reminder.

A paid booking can be cancelled free of charge within twenty-four hours of payment; it is then refunded in full, by the means of payment used.

After that, cancellation follows each product’s own terms — a hotel’s free-cancellation deadline, the airfare’s rules, a group departure’s conditions — as they were shown before payment. Sums already committed to suppliers may remain due.

A request for a change — a date, a traveller, a room — goes to the file’s adviser. It is accepted within what the suppliers allow; any difference in price and any fees are given before anything is confirmed.

If the agency has to change an essential part of the trip before departure, it tells you without delay and offers you the choice of accepting the change or cancelling with a full refund.

Every traveller is responsible for the validity of their passport, their visas and the vaccinations the destination requires. The agency states the formalities known at the time of booking and helps put visa files together, but the decision rests with the consulate or the competent authority.

A traveller refused boarding or entry for want of a valid document cannot claim a refund for the services not used.

The agency answers for the proper performance of the services it sells, whether it provides them itself or through suppliers. It does not where the failure is down to the traveller, to a third party unconnected with the service, or to an unforeseeable and unavoidable event.

Help can be reached during the trip: the concierge at any hour, the file’s adviser during opening hours.

A problem found on the spot should be reported at once, so that it can be put right during the trip. A complaint after your return goes to the file’s adviser within thirty days, from your account; the agency answers in writing.

Failing agreement, the traveller keeps the remedies the law gives them. In this demonstration, none of these commitments really exists.