Booking Terms & Conditions

Our agreement with you

We are WOLO Experience and our agreement with you sets out what you are legally entitled to expect from us and your obligations to us. We sell products and services as an agent on behalf of Third Party Service Providers (such as airlines, wholesale companies, accommodation, hotels, tour operators, air, sea and land transportation services and any other providers of travel arrangements, products or services. We will also make available to you the Third Party Service Providers terms and conditions and/or website. You should make sure that you understand the Third Party Service Provider terms & conditions which apply to your particular arrangements in addition to these general terms and conditions (WOLO Experience Booking Terms & Conditions) and you have no misapprehension about the content, the services and your obligations. Once you start dealing with us, whether or not you ultimately place any booking with us, you will be deemed to have read, understood and agree to be bound by the WOLO Experience Booking Terms and Conditions, and the relevant Third Party Service Providers terms and conditions. To the extent that there is any inconsistency between the WOLO Experience Booking Terms and Conditions and the Third Party Service Provider terms and conditions, the Third Party Service Provider terms and conditions will prevail.

Your travel booking

When you make a booking:

(a) you guarantee that you have the authority to accept and do accept for yourself and on behalf of your party the WOLO Experience Booking Terms and Conditions, and any terms and conditions imposed by Third Party Service Providers.

(b) it is your responsibility to ensure that all the details on your travel documents are correct and to bring to our attention any errors or discrepancies before 4pm on the same business day or the document will be deemed correct. The names in your travel documents must be exactly the same as they appear in the traveller’s valid passport.

(c) you enter into a legally binding contract to acquire the relevant travel or travel related products and/or services and advice from WOLO Experience and Third Party Service Providers, which contract comprises the WOLO Experience Booking Confirmation, your itinerary prepared and provided by WOLO Experience, the WOLO Experience Booking Terms and Conditions and the terms and conditions of the relevant Third Party Service Providers.

(d) if you make a booking on behalf of someone, you warrant that you have the authority to accept and do accept on behalf of that person and agree to be bound by the WOLO Experience Booking Terms and Conditions and the relevant Third Party Service Providers terms and conditions.

WOLO Experience’s role is to assist you to plan your travel arrangements, facilitate your bookings, to provide general advice, to prepare your itinerary, to prepare and issue your travel documents and to arrange payment and refunds as applicable. We give and make no warranty or representation regarding the standard of any services or products supplied by Third Party Service Providers and no person has authority to make any such representation or warranty on behalf of WOLO Experience, save to state that all Third Party Service Providers have been carefully selected based on proven track records and service. If for any reason, any Third Party Service Provider is unable to provide the products or services you purchased through WOLO Experience, your remedy lies exclusively against that Third Party Service Provider and not WOLO Experience. The WOLO Experience Booking Terms and Conditions, together with the relevant terms and conditions of the Third Party Service Provider apply to any travel products or services you purchased through or that have been provided by us.

Deposits and Payments

WOLO Experience will advise you of the date that deposit or full payment is required.

All advertised prices are shown as ’from prices’ and we reserve the right to alter the prices of any of the products and/or services advertised. You will be advised of the current price of the holiday that you wish to book before your booking is confirmed. Additional deposits or full payments for certain travel arrangements may also be required by Third Party Service Providers. Failure to make payment in full by the due date may result in the forfeiture of any deposit or part payments paid.

We do not accept cheques or cash. After full payment, the terms and conditions with your Third Party Service Provider may permit them to increase the cost of your arrangements. We will pass any such increase on to you.

Documents

Third Party Service Provider travel documentation will not be issued until full payment is received. WOLO Experience’s general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge you an administration fee if we are required to send you such documents in hard copy form, at your request. All travel documents are non-transferable. It is your responsibility to collect all travel documents prior to departure. Your travel documents are valuable and should be safeguarded as if they were cash. It is not always possible to replace travel documents in the case of loss, theft, damage etc.

Cancellations and Changes

When booking international or domestic trips, we encourage you book flexible products as far as possible that permit changes or refunds. Your contract with Third Party Service Providers may allow providers to cancel or amend bookings at any time. We will ensure that you are promptly notified of any significant changes but accept no liability for any changes or costs incurred which may result. In addition, should a Third Party Service Provider offer Credit Notes or Travel Vouchers for changes and/or cancellations in place of cash refunds, we will only be able to pass their offer on to you. WOLO Experience has no special knowledge of Third Party Service Provider’s individual financial positions and cannot accept liability for any loss or liability incurred by you due to any future financial default of the provider.

If a significant change is required to be made by WOLO Experience to an error in your booking, we will inform you immediately if there is time before your departure. These may include (but are not limited to) the following changes: a change of accommodation, a change of departure airport, a change of third party service provider, a change in time of your departure or return flight. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us, (we will refund any price difference if the alternative has a lower value), or cancelling your booked arrangements and receiving a refund.

This refund will not affect your statutory or other rights. WOLO Experience’s liability for effecting the change is limited to the compensation outlined below. We will only make one payment for each full fare paying adult in the booking. Any children not paying the full adult fare will receive 50% of the listed amount below. If the value of your booking is less than the compensation outlined, we will pay compensation only to the value of the booking. You agree that this is the only compensation payable in connection with such an error.

Period before departure when a significant change is notified. Compensation payable per person

  • 60 days or more prior to departure – R0
  • 0 – 60 days prior to departure – up to R400

Important Note - Changes and Cancellations beyond our control

Compensation will not apply if a significant change is made for reasons beyond our control. These include (but are not limited to): force majeure, war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, pandemics, health risks, and changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type, congested or closed airports, ports, city, regional or country borders, hurricanes and other actual or potential severe weather conditions, and any other similar event.

If you have booked a flight and we are alerted to a significant schedule change by your airline before you depart from South Africa, we will contact you by email to advise you of this. Please ensure that you have given your contact email address and mobile phone number to WOLO Experience and that you regularly check for messages before you leave. WOLO Experience has no control over airline schedule changes and accepts no liability for costs which may arise as a result of such changes.

Should a Third Party Service Provider offer Credit Notes or Travel Vouchers instead of cash refunds for changes or cancellations due to any reason stated above, WOLO Experience will only be able to pass on those travel credits and any further remedy lies exclusively against the Third Party Service Provider.

After you have left South Africa, it is your responsibility to check with the airline that any onward or connecting flights (whether local or international) you have confirmed are operating as booked. We strongly recommend that you contact your airline at least 72 hours before the scheduled departure of each flight to do this.

Our responsibility for your arrangements

We have taken all reasonable care to make sure that all the services that make up the arrangements made by WOLO Experience are provided by efficient and reputable Third Party Providers. These providers should follow the local and national laws and regulations of the country where they are provided. However, please be aware that overseas safety standards may be lower than in South Africa and health precautions and regulations regarding the global COVID-19 pandemic may not be exercised as stringently (if at all) by the national or provincial authorities where you intend to travel. You acknowledge and agree, however that, WOLO Experience has no liability for any act, omission or default, whether negligent or otherwise, of any Third Party Service Provider or authority acting on behalf of a Sovereign State in which you intend to travel, make travel arrangements for, or exercise your travel arrangements.

In circumstances where liability of WOLO Experience cannot be excluded, such liability is limited to the value of the purchased travel arrangements.

WOLO Experience reserves the right to decline to provide services to any individual, legal entity, group or party of travellers.

Your agreement with us

You also consent to our processing personal information about you and other members of your party. We and the Third Party Service Providers may disclose your personal information to others where directly connected with facilitating your travel arrangements and bookings and the provision of travel services and products. For example, we may disclose your personal information to airlines, hotels, car rental companies and other service providers in facilitating your travel arrangements. [‘Personal Information’ means the term as defined in the Protection of Personal Information Act, Act 4 of 2013 (‘POPIA’) and includes ‘Special Personal Information’ as defined in POPIA. The term ‘processing’ is also used as defined in POPIA] For further information, please refer to our Privacy Policy.

If you change your booking

If you wish to change your booking and such a change is permitted and possible, WOLO Experience will charge you a change fee to process the change. You may also be charged a change fee by your Third Party Service Provider. For changes before and after departure please contact WOLO Experience for details of how to request changes. Please note that all reservation changes are subject to availability and the terms and conditions of the product or service purchased.

Changes to name details are not allowed by many airlines and other service providers. Whilst we will do our best to make such a change if necessary, please bear in mind that most airlines, and other service providers treat a name change as a cancellation, to which standard conditions and charges would apply. If you provide the incorrect name and the airline will accept a name correction, a change fee will apply plus any applicable airline and/or supplier fee.

Flights must be taken in the sequence they appear on your e-ticket confirmation. If you plan not to take a flight as booked e.g., you may decide to do that ‘leg’ of the journey by car or train, please contact WOLO Experience as far in advance as possible to discuss your options. If you do not do the aforesaid or check in on time for a confirmed reservation, the airline may register you as a ‘no-show’, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void.

If you cancel your booking

If you cancel your booking, the cancellation terms and conditions of Third Party Service Provider will apply in addition to WOLO Experience cancellation fees outlined on your itinerary, booking confirmation and/or receipt. We need to receive from you written notification of cancellation (and in some cases your original ticket/voucher) before any refund can be considered. If you decide to cancel arrangements before the balance due date, any deposits paid are non-refundable and non-transferable. Refunds will only be paid to you once we have received the funds back from Third Party Service Providers. If a Third Party Service Provider offers a Credit Note or Travel Voucher, this will be passed onto you. Generally, after departure tickets are non-refundable. If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurance provider.

If you have a complaint

If you have a problem during your holiday, please inform the relevant Third Party Service Provider (e.g. your hotel) immediately. Should they be unable to resolve the matter, please contact our on-ground operations or WOLO Experience by visiting https://woloexperience.com/contact/. If you fail to contact WOLO Experience, we will not be permitted the opportunity to investigate your complaint and rectify any error whilst you are away and this may affect your rights under your contract. Please note that the dealing with a complaint by WOLO Experience or a Third Party Service Provider is done without prejudice and does not imply any fault of any kind on the part of either aforesaid party. For our complaint’s procedure, please visit https://woloexperience.com/contact/

In need of emergency assistance outside of Thailand office hours?

Our WOLO Experience support team are available to assist with emergency situations that may arise on your travels and further details of our support hours can be found at https://woloexperience.com/contact/. Should you require assistance outside of support hours, please contact your Third Party Service Provider, relevant local authorities or consular services for support.

Passport, Visa and Immigration requirements

It is exclusively and entirely your responsibility to fulfil the passport, visa and other immigration requirements for your entire itinerary including all transit and stopover destinations applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements. Your passport must be valid for 6 months beyond your return date into South Africa and all South African passport holders are required to have a minimum of three blank pages in their passport excluding the front and back cover to enable entry visas to be issued. If there is insufficient space in the passport, entry will be denied, and the person is likely to be detained pending return to their country of origin. Please ensure that all passports are renewed. Please note that a visa does not guarantee entry to any given country at point of entry and boarding of an aircraft may be denied at any point even if you have a valid visa.

It is important that you check with the Company prior to departure from South Africa what the current airport departure tax is of all the countries you will be passing though as these taxes are usually payable in the local currency and must be provided for.

Travelling with a minor

All minors (travellers under the age of 18 years) are required to produce, in addition to their passport, an Unabridged Birth Certificate (showing the particulars of both parents) when exiting and entering South African ports of entry. An affidavit confirming parental consent to travel is also required in the event that one parent is not travelling with the party.

It is your responsibility to confirm and fulfil with the Department of Home Affairs all documentation required prior to travelling with a minor or unaccompanied minor.

Taxes and frequent flyer program

Local travel and airport taxes and charges may apply in various overseas countries. Unless otherwise stated, these taxes are not included as part of the fees. Taxes and duties may need to be paid in local currency at the time of departure and are subject to change without notice. It is your responsibility to check with your airlines on whether your booking with us qualifies you for any points under any frequent flyer programs. Please retain all boarding passes to allow verification of your travel if required.

Insurance

Travel insurance is a vital part of your arrangements. We strongly recommend that you have taken out adequate insurance for the duration of your journey. Travel insurance is a mandatory element of some travel arrangements. We can arrange travel insurance for you and can provide you with a quote and answer any queries you may have regarding the insurance we offer. However, in making or not making insurance arrangements for you, we do so exclusively as agents on your behalf and any right of recourse will be exclusively against the insurer.

Once the insurance has been confirmed and paid for, you will be issued with a policy document of the insurer. It is a complex document, which must be read before you initiate your travel so that you can address any queries you may have to the insurer prior to your departure.

Please note that various credit card companies offer limited levels of travel insurance, which may not be sufficient for international travel. Check with the credit card and medical aid companies in order to obtain the specific details of the cover.

Luggage and Baggage information

In most cases, we sell products and services as an agent on behalf of airline carriers (Third Party Service Providers). WOLO Experience has no responsibility for products or services provided by any Third Party Service Providers. We give and make no warranty or representation regarding the standard of services or products supplied by Third Party Service Providers. Luggage and Baggage policies vary from airline carrier to airline carrier therefore if for any reason the airline is unable to provide the product/services you purchased through WOLO Experience, your remedy lies against the airline and not WOLO Experience (subject to any applicable legislation). Additional charges may apply by various airline carriers and are subject to change without notice. It is your responsibility to check the rules of the airline carrier initially accepting the baggage will apply. Various airline carriers have baggage embargo where excess, oversized, or overweight bags and all boxes are not permitted during peak periods of travel. Please note that even after full payment, the conditions of the contract between you and the Third Party Service Provider may permit them to charge further costs on baggage and this will depend on your ticket, mileage status and/or class of service.

Please contact the airline carrier directly or visit their website for further information regarding airline carriage conditions, luggage restrictions and baggage allowance depending on your travel arrangements.

Travel advice and vaccinations

South African residents should refer to the travel advice in the Consular Information section posted by the International Relations & Cooperation Department at www.dfa.gov.za. Vaccinations and adherence to other health requirements such as PCR tests and pre-registration of intent to travel may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged all necessary vaccinations and health requirements for your itinerary. Required health documentation, vaccination and inoculation compliance, online/physical intent to travel and/or other online/physical health questionnaires are exclusively and entirely your responsibility. You should ensure that your physical condition is adequate for the intended itinerary and if you are not sure, you should consult your physician.

All advice of whatever nature provided to you are based on one or more of the following (a) Information provided by you; (b) Information provided by Third Party Service Providers; (c) Information provided by Governments, consulates and embassies; (d) Travel advisories issued by the aforesaid and other travel information service providers. Due to the sheer volume and complexity of such information and the volatile and constantly changing requirements of international travel, WOLO Experience is not able to check and compare the accuracy and/or veracity of such information. It is thus conveyed to and shared with you as part of WOLO Experience’s ongoing commitment to make your trip as seamless and as pleasant as possible.

Photography

WOLO Experience takes every care to ensure that photography used to illustrate Third Party Service Provider tours, accommodation and other products is accurate, up-to-date, and representative of the product(s) or destination(s) featured. We are committed to ensuring images are used appropriately, either by crediting the copyright owners, confirming with product or other Third Party Service Provider images can be reproduced in brochures, flyers and/or website; or where necessary, providing financial reimbursement to the copyright owners for the use of their images. Images provided by third party service providers are reproduced with the knowledge these may be used by WOLO Experience against particular product(s) only. The accommodation photos featured are representative of the room types available at each property however this may not be the actual room type you receive; if you have a preference for a particular room, please contact WOLO Experience. All accommodation or product may be reproduced in other WOLO Experience collateral in conjunction with that particular product(s) only.

Pricing

The accommodation prices featured are based on per person, dorm or twin-share and is based on lead-in room types. The ‘from’ pricing shown has been calculated using low season stays and may be subject to availability, currency fluctuation and change without notice. We recommend using the advertised prices as a guide and to contact WOLO Experience for the best available deal for your travel period. Applicable pre-paid taxes and charges are included for flight prices, but airfares do not include taxes or charges collected by third parties or overseas airports. Current fuel surcharges have been included in the advertised airfares and are subject to change without notice. Work programmes exclude applicable visa fees. Seasonal surcharges may apply to some products depending on date of departure. Some products require you to hold an eligibility card to purchase at the cheaper price. If you do not hold any required cards, they may be available for purchase at the time of booking, subject to eligibility criteria. Local payments may apply for tour operators. Amendment, cancellation, and administration fees apply.

If you are interested to know more about related policies that concern your personal information, please review our  Privacy Policy and Cookie Policy.