The general conditions of sale

 

Definitions

Tailor-made Zanzibar operates as a specialized tourism platform. Please note that we do not deliver any products or services to you, www.zanzibarsurmesure.com  operates as a marketing platform for tours and activities offered by our local partners. Please read these terms of use carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these terms of use. If you do not agree to all of the terms and conditions of this Agreement, you may not access the Website or use any Services. If these Terms of Use are considered an offer, acceptance is expressly limited to these Terms of Use.

Any new features or tools added to current offerings will also be subject to the Terms of Service. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the Website following the posting of any changes constitutes acceptance of those changes. The combination of travel services offered to you is not a package within the meaning of Directive (EU) 2015/2302 and Article L.211-2 II of the Tourism Code. Services are provided by local tailor-made Zanzibar partners.
These conditions of sale define the contractual relationship between the customer and Zanzibar made to measure. They are communicated to the customer on the website. They are intended to inform the customer prior to the signing of the contract and constitute part of the prior information mentioned in article R.211-4 of the tourism code.  

1. REGISTRATION - CONTRACT
1.1 Registration
1.1.1 Any registration for a trip implies full adherence to the conditions of sale which the customer expressly acknowledges having read.
1.1.2 You must provide us with your full first and last names as they appear on the passport or identity card you will be using for the trip. For married women, the prevailing name is the maiden name. The customer is responsible for the correct spelling of the first and last names of the travellers.
1.1.3 An estimate and a travel program will be given to you mentioning the services provided and worth a contract between Zanzibar and the traveler.
1.1.4 The validation of the estimate, the travel program and the passenger information are done by email.
1.1.5 In accordance with article L.121-20-4 of the Consumer Code, you do not benefit from the 7-day withdrawal period as stipulated in article L.121-20 of the same code.

1.2 Methods of payment
1.2.1 Payments must be made as follows: 30% of the total amount on registration, the balance on the day of arrival. Any registration within 10 days of departure must be paid in full. 
1.2.2 In some cases, special payment conditions may apply to some products. This is particularly the case for cruise or safari services, stays during very busy periods (Christmas, New Year, sporting events, etc.). Some providers require stricter regulations that we will be forced to pass on to you.
If this were the case, they will be specified in writing on your travel contract, and these conditions will prevail.
1.2.3 An additional deposit is often requested in order to proceed with the early issuance of your plane tickets, in particular within the framework of promotions or tickets with restrictive conditions, and to avoid fuel surcharges.
1.2.4 The trip can be paid for by Paypal or by bank transfer. Cheques are not accepted.
1.2.5 Any file whose balance will not be settled according to the conditions of your invoice, will be considered as canceled by the customer, and will bear the cancellation costs mentioned below. 

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We have made every effort to display the colors, information and images of the activities and the Safari as accurately as possible. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any product or service we offer. All product descriptions or product prices are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any product, service, information or other material purchased or obtained by you will meet your expectations.

2. PRICE - PRICE REVISION
2.1 Price
2.1.1 The prices appearing on the Zanzibar Made to Measure websites are indicative prices, and do not have the value of a contract. The final prices will be confirmed to you by email in response to your quote request.
2.1.2 The price does not include the cost of issuing passports, visas, vaccination certificates, exceptional expenses resulting from fortuitous events (strikes, weather conditions), insurance, excess baggage, personal expenses (drinks, parking costs, tolls, telephone costs, tips, etc.), and in general the services not listed on the contract.
2.1.3 Applicable file fees: €15 per file.
2.1.4 Any registration for a safari without national air transport will incur an administration fee of €50 per person.
2.1.5 For last-minute trips representing a substantial volume of work due to delays in obtaining all the elements for the organization of the trip, we reserve the right to charge €50 per person for emergency processing costs.  
2.1.6 In the case of a reservation of a triple room, it should be noted that it is generally a room equipped with a double bed, plus an extra bed which may be less comfortable, in particular for an adult.
2.1.7 Our prices are calculated on a number of nights (and not days). You may therefore be deprived of a few hours of stay on arrival and departure, either because of flight schedules, or because of the practices of the international hotel industry in terms of room availability, without having right to compensation. The normal time of availability of the rooms is from 2:00 p.m., they must be vacated in the morning at 10:00 a.m.

2.2 Price revision
2.2.1 The prices communicated at the time of registration have been calculated on the basis of data known on the date of publication of the contract. They may be adjusted in the event of a change in one of the following elements:
- the price of transport resulting from the cost of fuel,
- the level of taxes or charges on the travel services included in the contract, imposed by a third party which is not directly involved in the performance of the contract, including tourist taxes, landing or boarding taxes and landing in ports and airports,
- exchange rates related to the contract.
2.2.2 In the event of modification of these conditions, we reserve the right to modify the sale price with a notice of at least 20 days from the date of departure. A supporting statement will be given to the customer on a durable medium, and if the increase exceeds 8%, he will be left with the option of canceling free of charge.
If necessary, any refusal of the increase by the customer will be considered as a cancellation and will bear the contractual cancellation costs.

3. CANCELLATION - RESOLUTION
3.1 Cancellation-Resolution of the contract by the customer

For safari and activity reservations, the reservation deposit is refundable up to 10 days before the departure date. After this date, no refund will be possible, whatever the circumstances.

For tailor-made travel organization costs, the costs are not refundable, whatever the circumstances. These fees cover the time of work and advice provided and are therefore non-refundable.

For hotel reservation fees, the conditions are communicated on the hotel reservation contract. Cancellation fees after the period authorized by the hotel will be borne 100% by the customer.  

Application fees are non-refundable.
The organizer reserves the right to invoice in addition the costs it would have had to incur for reservations and cancellations.
We will always strive to reduce the costs as much as possible so as not to penalize the customer or his insurance company. 

3.2 Special cancellation costs
In some cases, more restrictive cancellation conditions may apply to some products.
If this were the case, they will be specified in writing on your confirmation email, and it is these conditions which will prevail over these conditions of sale.

3.3 Partial cancellation
In the case of a partial cancellation or a participant in the trip, please refer to the section modification, art. 4.

3.4 Special cases
In the event of transport by charter flight (charter flights are never refundable), or in the event of tickets on regular lines issued prematurely, or of non-modifiable promotional airfares, the deductions may be greater.

3.5 Cancellation charges for cruises and safaris
In case of cancellation, the following scale will be applied:
- more than 121 days before departure: 20% of the cruise plus €150 administration fee per person,
- from 120 to 91 days before departure: 50% of the cruise plus €150 administration fee per person,
- 90 to 61 days before departure: 75% of the total price including tax
- less than 61 days before departure: 100% of the total price including tax

3.6 Cancellation procedure
Any request for cancellation must reach us as soon as possible by registered mail with acknowledgment of receipt. The postmark date serves as the official cancellation date. The insurer may, depending on the case, set another different cancellation date depending on your personal situation. In all cases, it is the latter who has total control over the management of reimbursement.
We ask that you also notify us by e-mail as soon as you become aware of it.

3.7 Special conditions for groups
Please refer to the specific special conditions mentioned in your group contract.

3.8 Exceptional and unavoidable circumstances
The traveler has the right to terminate the contract before the start of the trip without paying termination costs if exceptional and unavoidable circumstances, occurring at the place of destination or in the immediate vicinity of it, have significant consequences for the performance of the contract (art. L.211-14 II). In this case, the traveler is entitled to full reimbursement of the payments made but not to additional compensation. The assessment of the occurrence of these circumstances will be based on objective elements.

4. TRIP CHANGES
4.1 Changes before departure
Any modification of the initial order will be considered as a cancellation. The flat-rate costs are €100 per person, to which will be added any penalties from the carriers and suppliers concerned in the file.

4.2 Changes to tickets
Any request to change the name, spelling in the surname or first name of a traveler is considered as an assignment of contract (see art. 6) which will result in the collection of the fees mentioned above and is likely to generate fees. extras and penalties. It is considered by the airlines as a total cancellation, giving rise to a new seat reservation at the fare conditions available on the date of the new reservation. In some cases, the charge may correspond to the total amount of the airfare and taxes.

4.3 Modifications and Partial Cancellations
If one or more travelers cancel their participation in the trip, and the other participants maintain their registration, the following charges will apply:
- For common shared services: 100% of costs will be applied to the share of travelers canceling their trip, regardless of the date of cancellation. Ex. car rental, guide service, shared double room, etc.
- For personal services (plane ticket, etc.), the standard scale (art.3) will then be applied for the traveler who cancels his participation.

4.4 Changes after departure
Any modification after departure will be considered as a cancellation and may give rise to the invoicing of additional costs. In any case, this can only take place after prior agreement from Wonderful Travels. Any trip interrupted or shortened, or any service not used by the passenger, for any reason whatsoever, does not give rise to any refund. Any seat abandoned on the outward or return journey cannot be refunded, even in the case of postponement of a date, the change of flight entails full payment of the ticket, at the official rate.

5. CANCELLATION, MODIFICATION BY THE ORGANIZER
5.1 General case
If we are exceptionally forced to cancel activities or a safari, we will fully refund any payments made, but we are not liable for further compensation.

5.2 Modification by the organizer
Before the start of the trip, Zanzibar sur mesure may unilaterally modify the clauses of the contract other than the price in accordance with article L.211-12, provided that the modification is minor (eg replacement of a hotel of equivalent category in part of a circuit, or a boat for a cruise). We will inform the traveler of this in writing on an electronic medium.

5.3 Modification or cancellation before departure
When, before departure, compliance with one of the essential elements of the contract is made impossible as a result of an external event which imposes itself on Zanzibar sur mesure, we will notify the client as soon as possible, and the latter will have the option to accept the proposed modification, or to terminate the contract free of charge. The customer will not be able to claim any compensation if the cancellation of the trip is imposed by circumstances of force majeure or for reasons relating to the safety of the travellers.

5.4 Modification or cancellation after departure
When, after departure, an essential component of the trip cannot be performed within the meaning of Art. L.211-16-V, Zanzibar sur mesure will offer, at no additional cost, another appropriate service, if possible of equal or superior quality. When the services offered give rise to a lower quality trip, the organizer will offer the traveler a price reduction. The traveler can only refuse the other services offered if they are not comparable to what was provided for in the contract, or if the price reduction granted is not appropriate.

6. ASSIGNMENT OF THE CONTRACT
In accordance with Articles L.211-1 and R.211-7 of the Tourism Code, the client may assign his contract. You must notify us by any means allowing you to obtain an acknowledgment of receipt no later than seven days before the start of the trip, indicating precisely the name of the transferee, the name of the replacement, and justifying that the latter fulfills the same conditions as him.
The transferor of the contract and the transferee are jointly and severally liable for the payment of the balance of the price as well as any costs, fees or other additional costs occasioned by this transfer. They are required to pay the resulting costs beforehand.
In addition to the actual modification costs which can be justified on simple request, this transfer entails the following administrative costs: up to 30 days before departure, €100, from 30 to 7 days before departure, €200 per person.
It should be noted that the contract is nominative and therefore not transferable. Since airlines refuse name changes, the price of the transferee ticket is likely to be higher than the original price. Furthermore, if the ticket is issued, it will not be exchangeable or refundable and the travel contract cannot therefore be transferred.

7. INSURANCE
7.1 Insurance not included
No insurance is included in our rates. Even if you believe you are covered by personal repatriation assistance insurance under the guarantees of your bank card, or private insurance, we strongly recommend that you take out one of the Multi-risk insurance policies.

7.2 Procedure in the event of a claim
You must declare any accident, illness or death obliging you to cancel your trip WITHIN FIVE DAYS of becoming aware of it, by registered mail.

8. AIR TRANSPORT
8.1 General case
Tailor-made Zanzibar will communicate the identity of the carrier and the flight schedules as soon as they are known; at the time of signing the contract for scheduled flights, and no later than 1 day before the departure date for charter flights. We would like to inform you that airlines enter into code-share agreements; thus a company can market a journey under its own flight number, but it will be operated by a partner company.

8.2 Liability
8.2.1 The liability of the airlines participating in the journeys presented in the contract, as well as that of their representatives, agents or employees, is limited in the event of damage, complaints or claims of any kind, to the air transport of passengers and their baggage only, as specified in their conditions of carriage. The ticket will constitute the only contract between them and the customer. He is responsible for his ticket, and therefore we decline all responsibility if he were to lose it. Zanzibar sur mesure cannot see its responsibility replacing that of the carriers providing passenger transport.

8.2.2 Air transport is subject to safety and operating requirements which may cause delays, changes of aircraft, stopovers or longer connections. This can be generated by technical, climatic or political problems or by strikes. Under Article L.211-16 of the Tourism Code, we cannot be held responsible for this and this cannot result in any compensation since it is the responsibility of the carrier.
We reserve the right to substitute in extremis, following problems of filling, security, meteorology and other cases of force majeure, a charter routing by scheduled flight, or the opposite, to the same country, on the same dates, without this being considered as a breach of contract resulting in compensation.

8.3 Baggage
The baggage allowance is different on international flights, domestic flights, and between airlines. The authorized weight is generally 15 kg on "charter" flights and 20 kg on scheduled flights. “Low-cost” airlines as well as some regular airlines offer types of fares without baggage. Each company has its own baggage weight policy and it is convenient for the customer to inquire with the company or Zanzibar Custom.
Companies are more or less flexible on the weight and size of cabin baggage; it will also suit the customer to comply with their requirements.

8.4 Pre-routings and post-routings
The pre-routings and post-routings taken at the sole initiative of the customer are in any event his exclusive responsibility. We cannot be held responsible for their non-execution and for the non-presentation of the passenger at the departure of his international flight for any reason whatsoever. Any failure to register will not give rise to any reimbursement of the trip by our services. We strongly advise our customers to purchase modifiable and reimbursable services (flights, hotels), and to provide a margin of safety in the event of delay for meteorological or other reasons. Similarly, and in particular for charter flights, a change of airport may occur in Paris. We cannot be held responsible for any costs incurred.

8.5 Failure to record
In the event of a no-show for any reason, for the outward journey on a scheduled airline flight, Zanzibar Tailor-Made cannot guarantee that the return journey will not be canceled by the airline. If the customer wishes to maintain the departure, he must make the request by e-mail as soon as possible to avoid losing the benefit of the ground services included in the package. The customer will have to buy another outward and return ticket which will be invoiced at the current rate according to the availability of the day. No refund will be made on unused services if you were to arrive later. The additional costs generated by a late arrival will be borne by the customer.

9. FORMALITIES - HEALTH
9.1. Formalities
Tailor-made Zanzibar informs the customer of the various administrative and sanitary procedures necessary for the execution of the trip (identity card, passport, visa, vaccination certificate.). Their fulfillment and the resulting costs are the sole responsibility of the customer. Minors must have an individual passport. It is appropriate for each customer to verify this when registering.

This information is intended for passengers of French nationality. Passengers of other nationalities should find out from their embassy or consulate about the steps to take to comply with the administrative and health formalities required by each country visited. It is strongly recommended to check, when registering, the formalities required in order to have the time necessary to carry out the procedures. Except in specific cases which would be mentioned in the contract, the formalities for obtaining visas are never included in our service by default. It takes between 15 days and sometimes up to a month to obtain a visa from the consular authorities. Zanzibar sur mesure can in no way be held responsible for the consequences of the client's failure to comply with the required entry formalities (police or health), nor for the presentation of the required documents mentioned in the travel contract. No reimbursement will be granted in the event of a breach of these obligations.

Please note: the extension of the validity of the national identity card, now valid for 15 years instead of 10, may involve traveling with a card whose validity date has visually expired. This may be refused by some countries. Consequently, in order to avoid any inconvenience during your trip, such as denied boarding, Custom Zanzibar recommends traveling with a passport whose validity must correspond to that requested by the country of destination.

9.2. Safety and health risks
We inform the customer of the safety and health conditions of the countries planned for the trip. 
However, we invite you to consult the website of the Ministry of Foreign Affairs, section Travel advice,  www.diplomatie.gouv.fr. It will give you all the information on the country visited (entry/stay, transport security, etc.). As this information is evolving by nature, it is recommended to consult it regularly.
You can also learn about WHO health recommendations on their site http://www.who.int/en.
We recommend that French nationals register with the Ariane service before leaving on a trip. Ariane will keep you informed in the event of special events before and during your trip.

9.3. Accessibility
Given the number of service providers we work with, our services are not all suitable for people with reduced mobility. We therefore invite our customers to tell us when requesting a quote, their specific needs according to their personal particularities. Good information from the start will allow us to select the most suitable service. We will provide you on request with all the necessary information on each product (hotel, cruise, circuit, transfer, dive boat). As far as air transport is concerned, it is up to the customer to report at least 48 hours before the date of the flight; the company may refuse this request for operational reasons (crew, aircraft size, etc.).

10. LIABILITY
10.1.1 Responsibility of the organizer
10.1.2 In accordance with Article L.211-16 II of the Tourism Code, when you notice that a service does not correspond to the contract, and in order not to suffer the consequences for the rest of your trip, you must It is essential to communicate any non-compliance urgently to our local representative. In the event of a complaint upon your return, the failure to report will be taken into account. This may have an influence on the possible amount of reimbursements if this could have avoided or reduced your damage.
10.1.3 However, in accordance with article L.211-16, our liability is limited if the damage is attributable to the traveler, or to exceptional and unavoidable circumstances. It is also valid if it is attributable to a third party unrelated to the provision of the travel services included in the contract, and if it is unforeseeable or unavoidable.

10.2 Limitation of liability
Custom Zanzibar cannot be held responsible for the consequences of the following events: 
- Failure to register: If the customer is absent at the place of departure of the air trip, or when the participant presents outdated or incomplete identification and/or health documents (passport, identity card, visa, vaccination certificate) necessary for the completion of his trip. In the event of failure to register the customer at the place of departure of the air journey, 100% of the amount of the journey will be withheld.
- Loss of tickets: The customer is responsible for his ticket (plane or boat ticket), and therefore we decline all responsibility if he were to lose it.
- Unforeseeable or unavoidable events: Wars, political unrest, demonstrations, riots, strikes, technical incidents, paralysis of airspace or an airport, loss, theft or delay of luggage, bad weather, natural disasters.
- Exceptional circumstances: In the event of cancellation or modification of the trip imposed by exceptional, unforeseeable or unavoidable circumstances, or for reasons of passenger safety, or imposed by an administrative authority such as the Ministry of Foreign Affairs. No compensation will be due to the customer by Zanzibar sur mesure in the event that we are required to cancel or modify the trip initially planned.

10.3 A la carte services excluding package travel
We cannot guarantee a perfect quality of execution in cases where we do not ensure continuity of service from the first to the last day of the trip. We cannot be held responsible if we are unable to reach you to inform you of a change in your program. A telephone number and an email must be communicated to us if we need to reach you. No refund is possible if you do not give us the opportunity to contact you.
We advise you to book at least the night before a tour, cruise or any other service. Indeed, flight delays, unfavorable weather conditions, or any other event, may prevent boarding for the departure of a cruise, or prevent you from taking a flight that you have reserved. If due to a change in the program of our service (flight schedule, delay in land transport, or other), you should miss all or part of the services that you would have reserved by your own means, no compensation can be granted. .
We also decline all responsibility in the event of an incident occurring during services purchased directly by the customer outside the contract.

10.4 Unusual services not referenced
We may be required, at the express request of a client, to sell services not mentioned in our production. This service may, where applicable, not meet our usual selection criteria. Acceptance of the program cannot give rise to subsequent compensation given that the customer has been informed that the said product was not selected by us.

11. COMPLAINT-AFTER-SALES SERVICE
We ask our customers who have comments to make about the progress of their trip to send them to us as soon as they return. Zanzibar sur mesure undertakes to respond to requests sent by registered mail with acknowledgment of receipt to the quality department, within 60 days.

12. PROTECTION OF PERSONAL DATA - GDPR
Zanzibar sur mesure collects your personal data in accordance with its data protection charter and in compliance with European regulations. This charter can be consulted on the websites under the heading “Personal data".

13. WARNING
There are many destinations far from all the facilities of modern life, difficult to access, and rarely visited by tourists, resulting in sometimes different and numerous means of access. We thank our customers in advance for accepting with a smile the minor inconveniences that may arise from this situation, and the small part of adventure that can spice up trips off the beaten track.