You are deemed to have read, understood and accepted the following policies (collectively called "The Terms and Conditions").

Reservation, Deposit and Full Payment

A deposit of 50% of tour fare or S$1000 per traveler (whichever higher) is required upon reservation. This deposit will form part of your final payment. Payment of the deposit does not constitute confirmation of the tour components. Full payment is required upon confirmation of services or no later than 14 days prior to departure (whichever is earlier). If you fail to make full payment by the stipulated deadline, we shall be entitled to treat your reservation as cancelled and to impose a cancellation fee, in accordance with clause 2 below, and to apply the deposit toward settlement of the cancellation fee, with any balance owing to be payable within 7 days, without any recourse by you against us

Cancellation by Traveler - Payment and Cancellation Fee

Unless otherwise stated in the Pax Statement, you may cancel your reservation, in writing, at any time before the designated departure date, subject to payment of a cancellation fee to us, to be computed based on the table below. In such event, you shall additionally be responsible for any non-refundable airport taxes and miscellaneous surcharges imposed by the relevant airline(s). Should there be a refund of airport taxes or miscellaneous surcharges by the airline(s), we shall be entitled to charge an administrative fee of S$50, to be deducted from the refunded amount, for processing the refund. Please note that any change of departure date, traveller’s name (other than correction of typographical errors) or the reservation is considered a cancellation and a cancellation fee will apply.

Cancellation notice date	Cancellation fee (per person)
Before full payment	Full deposit forfeiture
14 days before departure	75% of tour fare forfeiture
Less than 14 days before departure	100% of tour fare forfeiture
Bookings for hotel and/or air ticket only	Stipulated hotel or airlines penalty applies

Amendments by Customer

Any change to the identity of a traveller or to the designated departure date shall be deemed a cancellation of the reservation and a cancellation fee, as set out in Cancellation by Traveler above, will apply. Subject to that, you may submit a written request for an amendment to the details of a reservation, such as rectification of typographical errors in a traveller’s name, changes to flight itinerary and accommodation, at any time. We will endeavour to accommodate or facilitate your request but cannot assure you that it can be effected. In particular, you may not be able to effect any change to certain arrangements, such as the issue of special airfare tickets. Where the change is possible, you shall be responsible for all additional charges and administrative fees that may be incurred to effect the change. We will endeavour to confirm the status of any request for an amendment within 14 days of receiving the written request.

Refund Payment Mode

For payments made in cash or via NETS, cheque or bank transfer, refunds will be made by way of cheque and will generally be processed within 2 to 4 weeks from the date of cancellation. For credit card payments, refunds will be made via the respective credit card company and will generally be processed within 4 to 6 weeks from the date of cancellation. The refund process may take longer during peak seasons, due to the increase in transaction volume.

Travel Documents and Travel Insurance

Passport and Other Travel Documents

Subject to this clause, each traveller is solely responsible for ensuring that his or her passport or other travel document is valid for at least 6 months from the expected date of departure from the last point of departure in the itinerary and that he or she has all necessary visas, permits, passes, licenses, vaccinations, health certificates and/or other documents or approvals as may be required by the applicable governmental authorities of the destination country (ies).

If a reservation has to be cancelled because the traveller is unable to obtain a visa or other travel document required, the relevant cancellation fee under Cancellation by Traveler above will apply. We shall not be responsible, under any circumstances, for any loss, damage or expense, or to reimburse or refund any part of the tour fare, should any traveller be deported or refused entry by the immigration authorities of any country, for any reason, including irregular travel documents, quarantine restrictions, customs regulations, import/export restrictions, executive or administrative orders, possession of unlawful items or other criminal activities.

Each traveller is also solely responsible for ensuring that his or her name as provided to the

Company and reflected in the Pax Statement tallies with the name in his or her passport or travel document. If any amendment to such name is required, all applicable fees and charges shall be borne by the traveller.

Visa Applications

We may, from time to time, assist a traveller to submit a visa application for a fee, but do not

guarantee the outcome or approval of any such application. Different embassies or consulates require varying lengths of time to process visa applications and, accordingly, any traveller seeking our assistance to apply for a visa must check with us as soon as possible on the applicable visa requirements.

Travel Insurance

All travellers are strongly encouraged to obtain a comprehensive travel insurance policy to protect against unforeseen circumstances, such as baggage loss, flight delays, travel agent insolvency and medical emergencies. We shall not be responsible, under any circumstances, for any such matters.

General Matters Relating to Private Tours

Baggage Handling/Lost or Damaged Baggage

Travellers will be allowed check-in and hand-carry luggage according to the respective airlines’ regulations. Excess baggage must be paid locally by the travellers. We will not be responsible for the loss, damage or theft of any item(s) belonging to a traveller throughout the duration of the Tour.

Meals

Meals, including meals on-board flights, are as indicated in the Private Tour itinerary/ booking form. No refunds or replacements will be provided if the on-board meals are not served for any reason.

Travelling With Minors

Travellers under 18 years of age (as at the scheduled departure date) must be accompanied by an adult. If any person under 18 years old is travelling with an adult other than his or her parent or official guardian, his or her parent or official guardian is required to fill up an “Unaccompanied Minor and Handling Assistance Waiver” form. It is also the traveller’s sole responsibility to ensure that the requirements of any relevant airline and/or regulatory authority relating to minors are complied with.

Pregnancy

It is the responsibility of travellers who are pregnant to ensure that they have a doctor’s certification that they are fit for travel. Notwithstanding any such doctor’s certificate, third party providers, such as airlines or cruise companies, have the sole discretion to disallow a pregnant traveller to board the relevant flight or cruise or to undertake certain activities and no refund shall be payable in such event.

Special Requests

It is the Customer’s sole responsibility to inform the Company of any special request that a traveller may have, such as special dietary requirements, special seating arrangements, requests for adjoining rooms, requests for a smoking room, etc. at the time of reservation. All requests are subject to availability and confirmation, and we will not be responsible if any such request is not or cannot be met for any reason.

Rights, Disclaimers and Indemnity

Without limiting any other provision of these Terms and Conditions, to the fullest extent

permitted by law, we shall not be responsible or assume any liability to any traveller for:

(a) any injury, damage, loss or delay affecting any person or property not arising from our own negligence or breach;

(b) any loss, damage, cost, expense or delay suffered or incurred due to circumstances

beyond our reasonable control, including but not limited to:

1. actions or omissions of third parties (including any applicable third party service providers); mechanical breakdowns;
2. a Force Majeure Event;
3. a failure by the traveller to comply with any of his or her obligations hereunder;
4. a failure by the traveller to possess, obtain or maintain any travel documentation required for the tour (e.g. health certificates, visas, valid passports, etc.);
5. a failure by the traveller to follow reasonable instructions, including but not limited to noting and complying with specified check-in and check-out and/or meeting places and times.

To the fullest extent permitted by law, our maximum liability to any traveller for any loss, damage, cost and/or expense shall in no event exceed the amount of the tour fare paid to and received by us in respect of such traveller.

In no event shall we be liable for any punitive, special, indirect or consequential loss or damage, including loss of production, profit, revenue or contract or loss of or damage to goodwill or reputation.

You agree to indemnify us, our affiliates and our respective officers, directors and employees, immediately on demand, against all claims, liabilities, damages, costs and expenses, including legal fees (on a full indemnity basis), arising out of any breach of these Terms and Conditions by you.

Miscellaneous

We reserve the right to change, amend, insert or delete any of these Terms and Conditions, or policies contained therein, from time to time. The latest copy of these Terms and Conditions is maintained and made available on our website. Customers and travellers are responsible for periodically checking our website to update themselves on the latest Terms and Conditions.

Feedback Mechanisms

We welcome feedback from our customers. Should you have a complaint on the tour, you should inform our representative during the course of the tour and if matter cannot be resolved after our representative’s best endeavours to do so during the tour, your complaint should be made in writing to the Company at enquiry@cityline.com.sg

The special instructions of your travel bookings are set out in the Pax Statement and in these Terms and Conditions. They should be read together. You are deemed to have read, understood and accepted the following policies (collectively called “the Terms and Conditions”). For the purpose of clarity, Cityline Global Pte Ltd shall be referred to as “the Company” hereinafter.

Please check the addenda to the Terms and Conditions, if any, upon booking.

Professional Ethics

As part of its corporate responsibility towards the Customer, the Company adopts fair and ethical business practices as well as accurate marketing communications at all times. 

Reservation, Deposit and Full Payment

Reservation can be made with the Company anytime during business opening hours. To confirm the reservation, please visit its office during business opening hours with a deposit amount as specified below. This deposit forms part of the final payment. For all tours, there will be a minimum deposit of S$500 per person required upon reservation.

Payment of deposit does not constitute confirmation of the tour. Full payment is required no later than 14 days prior to the departure date. If full payment is not received 14 days or more prior to the departure date, the Company reserves the right to forfeit the deposit and cancel the reservation. In such an event, the Customer has to pay a cancellation fee as set out in “Cancellation by the Customer - Payment and Cancellation Fee”.

Cancellation by the Customer - Payment and Cancellation Fee

The Customer is allowed to cancel the reservation in writing, at any time prior to the departure date. However, a cancellation fee will apply. The cancellation fee is computed based on the length of notice period prior to the departure date. Please note that the cancellation fee is a percentage of the deposit or the total tour fare, as the case may be. The cancellation fee as well as corresponding refund component are indicated below. Terms below only relate to tours operated by the company.

No. of days between departure date and receipt of cancellation notice	Cancellation fee per person
35 working days and above	50% of deposit
15 - 34 working days	100% of deposit
8 - 14 working days	50% of tour fare or S$500, whichever is higher
4 - 7 working days	75% of tour fare or S$500, whichever is higher
3 working days and less	100% of tour fare

Links - Third Party(ies)

For tour products or individual components of tours supplied by third parties, e.g. day tours, train services, air tickets, cruise or hotel bookings etc., cancellation fee under the terms and conditions of the respective third party(ies) plus a handling charge of S$50 per service per person shall be payable by the customer. Cancellation fees imposed by third party(ies) include among others no show fee, refund administrative fee and any deposit committed to their suppliers to secure confirmation of services requested. Upon the Company receiving written notice of cancellation and in accordance with the Terms and Conditions stipulated, the Customer shall receive the refund stipulated. The Company shall not be liable for any cost, loss or replacement of tour products or individual components of tours supplied by third party(ies) not utilised or full utilised by the Customer.

Cancellation by the Company

Please note that the Company is acting as a coordinator for services rendered. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation. If the arrangement cannot be finalised due to unforeseen circumstances and the reservation has to be cancelled, the Company will endeavor to notify the Customer at least 1 week before the departure date. The Company may, if it so chooses, recommend alternative tours either to the same destination or other tours. In the case of a free and easy tour, accommodation and all services are strictly upon request and subject to confirmation. The Company may recommend alternatives if available. Please note that surcharges may apply on a case by case basis and the Customer will be advised accordingly. Should the Customer decide not to accept the alternatives, a refund will be made accordingly by the Company. The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation. The Customer shall receive the refund within 4 to 6 weeks upon the Company notifying the Customer of the tour cancellation. Save as stated herein, the Company shall not be liable for any claims, losses, damages or costs sustained by the Customer.

Refund Policy on Unused Portion of the Tour

No refund will be made with respect to accommodation, meals, sightseeing tours or any other services included in the tour fare but not utilised by the Customer, either in part or full, or where the Customer amends, cancels or otherwise varies arrangements after commencement of the tour.

Refund Policy - Payment Mode

For cheque or cash payment, refund will be made in the form of a cheque and processed within 2 to 4 weeks from the date of written cancellation. For credit card payments, refund will be made through the credit card company and processed within 4 to 6 weeks. During peak periods, the refund process may be longer due to the increase in transactions.

Amendment to Reservation and Amendment Fee

Amendment refers to any change to the original reservation such as replacement of Customer/s going on the tour, change of flight / itinerary and / or change of accommodation. The company reserves the right to determine what constitutes an amendment and whether to allow the amendment. Requests for amendments by the Customer shall be made by written notice to the Company.

Amendment by the Customer

For any change made by the Customer to the existing booking, an amendment fee of S$50 per person will apply. For any re-issuance of airline ticket, a minimum administrative fee of S$50 per ticket on top of any airline charges will apply. If any change is made to the departure date or the tour type, it will be deemed as a cancellation. Cancellation fees as stated under Clause 4 “Cancellation by the Customer - Payment and Cancellation Fee” will apply. There shall be no replacement of the Customer/s going on the tour once the reservation is made. Any change made to the Customer/s going on the tour will be treated as a cancellation. Cancellation fees as stated under Clause 4 “Cancellation by the Customer - Payment and Cancellation Fee” will apply.

The Company will revert to the Customer within 14 working days upon receiving written notice of the request for amendment.

Amendment to Tour Itinerary by the Company

The Company will make a reasonable effort to avoid changes in the itinerary. The Company reserves the right to make minor changes at any time due to unforeseen circumstances, peak periods or in the event of a force majeure.

Extension of Stay / Deviation from Tour Itinerary

Extension / deviation of stay may be permitted at end of the tour, subject to maximum validity and restriction of air ticket, seat confirmation and availability of accommodation prior to commencement of the tour. It is the Customer’s responsibility to hold firm confirmation for the return flight. When extension / deviation of stay cannot be confirmed 2 weeks prior to departure, the Customer is deemed to be taking the original tour schedule. All extra costs incurred to process the extension, e.g. administrative fee will be borne by the Customer. Please note that extension / deviation of stay will be at the Customer’s own expense and transfers to and from the airport will not be provided. For tours on charter flights, no extension / deviation will be permitted. The air ticket issued is a special one restricted to a specified airline only. It is not negotiable, endorsable, reissuable, refundable or re-routable. Any alteration of the routing or the date by the Customer is solely at the Customer’s own risk. The Company and its associated agents shall not be held responsible for any inconvenience caused and extra expense incurred. No refund will be made for any unused air ticket, accommodation, meals or sightseeing, in part or in full.

Travel Documents, Travel Insurance and Travel Vouchers

Passport and Other Travel Documents

It is the Customer’s sole responsibility to ensure that he / she has a valid passport with minimum 6 months’ validity from date of last departure point as well as the necessary visas, vaccinations, health certificates and all necessary travel documents as required by the various government authorities of the country(ies) to be visited (e.g. exit permit, work permit, social visitor pass etc.).

Visa

Different embassies / consulates require varying lengths of time to process visa applications. For non-Singapore passport holders, you can enquire with the Company as to visa requirements.

The Company renders assistance in visa application wherever possible. The Company cannot, however, guarantee the approval of a visa application. This service is subject to (auxiliary) charges. The Company reserves the right to amend such charges at any time. Please enquire with the Company on the amount charged. If the application for visa or exit permit is rejected, full refund of all monies paid (excluding visa application fees paid to the respective embassies and an administrative fee) will be made if the Company is given written notice of the rejection at least 35 days prior to the departure date. If less than 35 days’ written notice is given, the relevant cancellation fess as stated under Clause 4 “Cancellation by the Customer - Payment and Cancellation Fee” and / or in the addenda to the Terms and Conditions, if any, will apply. The Company shall not be liable to compensate any expense incurred by the Customer, refund the tour fare or make any other compensation if the Customer is deported or refused entry by immigration authorities on the tour for whatever reasons, including improper travel documents, quarantine, custom regulations, possession of unlawful items or irregularities that may cause harm / damage to person or property.

Travel Insurance

Purchase of travel insurance is strongly recommended with respect to unforeseen circumstances such as trip cancellation, personal baggage loss, personal accident, injury or illness. Under no circumstances shall the Company be construed as a carrier under contract for safe carriage of the Customer or his / her baggage / belongings. The Company will be pleased to assist in the enquiry of any travel insurance and related matters.

Travel Vouchers

The Company issues travel vouchers from time to time as part of its promotional activities. The Customer shall abide by the terms and conditions of any travel vouchers in order to redeem them.

General Matters Relating to Tours

Accommodation

Accommodation is as specified in the tour brochure / itinerary / booking form. Accommodation for adults is based on twin-share, double or triple-share bedrooms at the nominated or similar standard hotels. For stays at farms and ski resorts, sharing of bathroom facilities may be necessary. When booking triple-share rooms, please note that the third bed will be a “roll-away” bed (selected countries). Single room occupancy is at additional cost.

Baggage

The Customer is allowed check-in baggage not exceeding 20 kilogrammes. Only one piece of hand luggage not exceeding 7 kilogrammes is allowed on board the aircraft. Excess baggage must be paid locally by the Customer.

Meals

Meals, including meals on board flights, are as indicated in the tour brochure / itinerary / booking form. If meals on board are not served due to whatever reasons, there shall be no refund or replacement.

Seat Rotation

The Customer is requested to rotate seating arrangement on the coach during the period of the tour.

Single Supplement

For occupation of a single room, single supplement amount as indicated in the tour booking form is required.

Special Requests

If there is any special request regarding special meals, dietary requirements, adjoining rooms etc., please inform the Company upon booking. Such requests are subject to availability and confirmation. The Customer might be required to pay the necessary charges and / or administrative fee.

Pricing Policies

Validity

All information and prices shown are accurate at time of print.

Tour fare includes:

Airfare, accommodation, airport transfers (if any) and meals (if any), as specified in the tour brochure / itinerary / booking form.

Tour fare excludes:

Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, travel insurance, customs user fees and service fees as specified by the airline and airport authorities; laundry, excess baggage charges, beverages, room services, gratuities to drivers and tour leaders / local guides and tips to hotel porters; and personal expenses. Please enquire with the Company about visa fees, gratuities to drivers and tour leaders / local guides and tips to hotel porters.

Child Fare

Children below the age of 12 years as of the date of departure from Singapore are eligible for child fare. Child fare is based on a twin-share or double room with 2 adults without an extra bed. If an extra bed for the child is require, please arrange with the Company who will advise on the surcharges / supplements, if any.

Pricing Policy Relating to Promotions

The Company accords discounts and other form of promotional pricing. Its policy is to display all service charges including such discounts or promotions.

Payment Scheme for Reservation

Payment can be made in full or by way of a deposit followed by the balance of payment. Please refer to “Reservation, Deposit and Full Payment” for further elaboration.

Modes of Payment

Payment can be made in cash, by PayNOW, cheque or credit card. Cheque will only be accepted if presented to the Company at least 7 working days before the departure date. All payments have to be made out in Singapore Dollars.

Pricing Accuracy

The Company is committed to the avoidance of over or undercharging. To ensure the accuracy of charging, its policy is to list clearly all prices including GST in sales invoices and communications materials. The Company will also clearly indicate any additional charges for extra services that may be incurred by the Customer.

Delivery Services

The Company provides delivery of documents to the Customer upon request. Delivery charges can be found in the sales kit and these shall be communicated to the Customer.

Receipts

The Company shall issue a detailed receipt for each and every payment made. Whilst the Company is a GST-registered organisation, no GST is levied for outbound tours. However, GST is payable by the Customer for any tours and coach services within Singapore.

Feedback Mechanisms

The Company welcomes feedback from the Customer anytime. Should the Customer have any issue or concern, please contact the Company immediately. Its feedback channels include:

• Face-to-face feedback
• Telephone communication at 6755 8098, Mondays to Fridays: 10am to 6pm
• Written feedback via email to enquiry@cityline.com.sg

The Company will investigate and act to resolve areas or concerns. The interim response is within 2 working days (or 48 hours). Depending on the complexity of the case, the time taken to resolve a complaint is within 21 working days.

Marketing Communications

In respect of marketing communications, the Company ensures that its brochures contain sufficient and accurate information on prices (which can be found on the Company’s website), quality, availability and terms of sales.

Privacy Policy

The Company will safeguard, according to the strict standards of security and confidentiality, any information on the Customer. The Company will comply to the Personal Data Protection Act 2012 governing the collection, use, disclosure and care of personal data (which can be found on the Company’s website).

Rights, Disclaimers Relating to Tours

The Company shall not assume responsibility to injuries, damage, accidents, losses or delays to person or property. The Company shall not be responsible for the actions of third party(ies) or suppliers. The Company incorporates the services of airlines, transport companies etc. (suppliers) on its tours. The Company shall not be liable for changes made by suppliers but will endeavor to render assistance wherever possible. All tickets, coupons and orders are furnished and issued, subject in every respect to those terms and conditions under which the means of transportation or other services provided thereby are offered or supplied by owners, operators, managing agents or agents of public carriers. The Company will not be responsible or liable (for damages, refunds or otherwise) for:

• Mechanical breakdown (except where it is due to negligence on part of the Company or its servants), government actions, weather, acts of God, strikes, compulsory quarantine or other circumstances beyond its control
• Failure of the Customer to obtain required documentation (e.g. health certificates, visas, passports etc.)
• Failure of the Customer to follow reasonable instructions including but not limited to check-in and check-out places and times

The Company reserves the right to withdraw any itinerary or any booking made, or decline or refuse the Customer as a member of the tour, if it appears to the Company that the Customer is likely to endanger the health or safety, or impair the comfort and enjoyment of others on the tour. In any of the foregoing events, the Company’s sole liability shall be limited to a refund on tour fare paid. The Company reserves the right to take photographs and films of the Customer while on tour with the Company to be used for brochures advertising or publicity materials. The Company shall not be responsible for any other events beyond its reasonable control.

Miscellaneous

The Company reserves the right to change, amend, insert or delete any of the Terms and Conditions, or policies contained in this document, as the case may be, without prior notice.

Confirmation of Booking

Passenger is responsible to make sure their travelling date, time and destination are correct before clicking “Proceed to Payment”.

For all modes of payment, you are the owner of the account and you are fully aware of this payment. Upon receiving receipt of the payment and the issuance of the Invoice Number and/or the itinerary, the seats are confirmed immediately. Confirmed seats are non-refundable and non-cancellable unless stated otherwise.

Change of travel date/time is subject to availability. Administrative charges of S$10.00 per ticket per way are applicable.

Presentation of Booking Confirmation Email to obtain Boarding Ticket.

Passengers taking the bus are required to present the booking confirmation email at least 15 minutes before departure.

We shall not wait for anyone who will arrive late at the departure point.

Reschedule of Ticket(s)

Rescheduling of the Ticket is subject to the terms and conditions. Reschedule is only allowed once per trip. Additional charges paid will not be refunded. Rescheduling of the Ticket must be done 72 hours before the actual departure date.

Administrative charges of S$10.00 per ticket per way are applicable.

Once the ticket has been rescheduled, “Refund Protect”; will no longer be valid for the booking. 

Refund of Ticket(s)

All purchases once confirmed, there will be no cancellation or refund request. Please check the selected schedule information carefully before check-out.

Duplicate transactions are also not refundable because duplicate transactions block other customers from purchasing tickets. There will be no refund for any unused or partially used services.

Wallet and Cashback

Cityline may, at its sole discretion, offer promotions for benefit of its Users and provide non-transferable “Cashback” to the credit of Users reflected in Wallet on the Users’ Cityline member account.

Cashback earned through promotion, unless stated otherwise, will only be active and credited to User’s Wallet within 24 hours after the departure date.

Cashback offer credited to the respective User’s Wallet through promotions is non-transferable or exchangeable to another form.

Except as otherwise provided, benefits of Cashback shall be applicable only on the base fare (excluding all applicable taxes and charges) for bus ticket booking(s) made on the Website or Apps and may be availed to the extent of up to 10% of the said base fare of the ticket booking(s) made on the Website or Apps.

Cashback redemption cannot be used in conjunction with any other reward, discount, e-voucher or cashback from another party.

The Cashback offer has limited validity up to 6 months from the day it was credited to the member’s Wallet, post which such 

Cashback may lapse and its benefits shall not be available for the User. The Cashback once availed is exhausted and in case of cancellation of the relevant booking whether fully or partially shall not be credited back to User’s Wallet.

User agrees that the usage of Cashback may be subject to specific terms and conditions of promotional offer(s), as may be notified by Cityline from time to time.

These terms pertaining to usage and applicability of the Cashback are subject to change at the discretion of Cityline eTicket without any communication or notification to Users.

Schedule and Seat

The company reserves the right to reschedule the timetable without prior notice.

The company reserves the right to rearrange the seat without prior notice.

The company reserves the right to upgrade or downgrade the coach in the events of, including but not limited to, coach breakdown without prior notice.

Neither refund of tickets nor claims will be entertained by the company or agency involved as a result of re-arrangement.

Control and Loss of Goods 

Each passenger is allowed to carry luggage not exceeding 25kg, the company will not be liable for any losses or damages to their luggage.

Without limiting any other provision of these Terms and Conditions, to the fullest extent permitted by law, we shall not be responsible or assume any liability to any traveller for:

any loss, damage, cost, expense or delay suffered or incurred due to circumstances beyond our reasonable control, including but not limited to:

actions or omissions of third parties (including any applicable third party service providers); mechanical breakdowns.

The company reserves the right to refuse any goods on board that is deemed to be illegal, dangerous or causes discomfort to other passengers. The company is not responsible for any loss of goods or property of the passengers and accidents.

Immigration

Please make sure you have filled up the necessary embarkation cards before the customs clearance. The company is not responsible for any delays at immigration checkpoints. It is the passenger’s responsibility to bring along valid travel documents and to comply with customs requirements.

The coach would only wait for no more than 30 minutes at the custom should the passenger be held by customs for whatever reason.

Liability

The company is only liable up to the value of the ticket. The company will not be held responsible for any contingent cost incurred by the customer arising from the coach delay.

In no event shall we be liable for any punitive, special, indirect or consequential loss or damage, including loss of production, profit, revenue or contract or loss of or damage to goodwill or reputation.

You agree to indemnify us, our affiliates and our respective officers, directors and employees, immediately on demand, against all claims, liabilities, damages, costs and expenses, including legal fees (on a full indemnity basis), arising out of any breach of these Terms and Conditions by you.

cityline.com Legal Notice

cityline.com nor any of our employees, warrants that the functions contained in this website will be uninterrupted or error-free. The entire risk as to the quality and performance of this website is with the user. In no event will cityline.com be liable to the user for any damage, including, but not limited to, service interruptions, or any other circumstances beyond our reasonable control, any lost profits, lost savings or other incidental, consequential, punitive, or special damages arising out of the operation of or inability to operate this cityline.com website.

cityline.com will also not be liable for any action carried out by our coach company partners, or any event that happens on our partners’ side. For instance, cityline.com will not be responsible for any sudden change in coaches, schedules, departure date & time, arrival date & time; loss or accident incurred while taking the coach. However, users may feedback to us, and we will take necessary actions to prevent such things from happening again in the future.

By your (“customer”, “traveller”, “you” or “your”) making of a reservation for a package tour identified at https://www.cityline.com with Cityline Global Pte Ltd (“Company”, “us”, “we” or “our”), you are deemed to have read, understood and accepted the Terms and Conditions herein below.

You shall be fully responsible for ensuring that you have read and understood these Terms and Conditions before making a reservation for a Package Tour with us.

General Matters Relating to Package Tours

The details of your Package Tour will be set out in the applicable tour itinerary (the “Itinerary”). Upon

us issuing the Itinerary to you, the Itinerary shall be deemed to form part of these Terms and Conditions, except where otherwise specifically stated in the Itinerary. If there is any inconsistency between the terms of the Itinerary and these Terms and Conditions, the terms of these Terms and Conditions shall prevail.

Any fees and/or expenses which are not expressly referred to in any or all of the following documents shall not be included in the price of the Package Tour, and such fees and/or expenses shall be chargeable to and fully payable by you directly:

The Itinerary;

These Terms and Conditions; and/or

The Pax Statement.

Without prejudice to the generality, the price of the Package Tour set out in the Pax Statement shall not include the following, all of which shall be, if applicable, chargeable to and fully payable by you directly:

- Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, costs of travel insurance, customs user fees, and other service or miscellaneous fees which may be chargeable by the airlines and airport authorities;

- Fees for laundry services, excess baggage charges, beverages, room service, and other miscellaneous fees which may be chargeable by hoteliers;

- Gratuities to drivers, tour leaders and/or local guides, and tips to hotel porters;

- Taxes, duties, or levies imposed by any governmental or regulatory authority; and/or

- Your personal expenses.

As used in these Terms and Conditions:

Your “travel group” shall mean you and any other such persons for and on behalf of whom you are intending to make a reservation for a Package Tour; and

The “Scheduled Departure Date” shall mean the date on which you are to first depart Singapore under your Package Tour.

Without prejudice to anything, the accommodation which you are entitled to under the Package Tour shall be specified in the Itinerary. Under our Package Tours, the bed(s) in such accommodation may be single, twin, double-share or triple-share (3 different beds), and may be priced differently at our sole and absolute discretion. For certain types of accommodation, such as, but not limited to, farms and ski resorts, the sharing of bathroom facilities may be necessary. For triple-share rooms, the third bed may be a rollaway bed. You acknowledge and accept that unforeseen exigencies may lead to accommodation not being available in the city mentioned, and that we reserve the right to replace the specified accommodation with an alternative to be made known at least 2 weeks before the Scheduled Departure Date.

We will necessarily have to rely on the services of airlines, transport companies, hoteliers and other third party service providers (collectively, “Third Party Service Providers”) to provide the Package Tours to you. You understand that, in our doing so, we are acting as an intermediary between you and such Third Party Service Providers. While we will endeavour to render reasonable assistance to our customers wherever possible, practices, regulations, and/or policies imposed by Third Party Service Providers are not within our control. Therefore, we shall not be liable, in any way, for any changes made by or acts or omissions on the part of such Third Party Service Providers which affect you or your Package Tour in any way.

In the course of the Package Tour, you may be subject to the respective airlines’ rules, regulations, and conditions of carriage. You shall be fully responsible for ensuring that you comply with such rules, regulations, and conditions of carriage. If you fail to do so, you may not be permitted to board the relevant flights, or may have to make additional payments to the airlines in order to board the relevant flights. In such events, we shall not be responsible for loss, inconvenience, or additional payments you sustain.

Without prejudice to anything, meals, including meals on-board flights, which you are entitled to under the Package Tour, shall be specified in the Itinerary. No refunds or replacements will be provided if such on-board meals are not served for any reason.

Any person under 18 years of age in your travel group as at the Scheduled Departure Date must be accompanied by an adult. If any person under 18 years old in your travel group is travelling with an adult other than his or her parent or official guardian, his or her parent or official guardian is required to fill up an “Unaccompanied Minor and Handling Assistance Waiver” form, which you shall be fully responsible to ensure you procure from us. You shall further be fully responsible for ensuring that you comply with the requirements of any relevant airline and/or regulatory authority relating to minors travelling.

If you or anyone in your travel group is pregnant, you shall be fully responsible for ensuring that you procure a doctor’s memorandum stating that you and/or they are fit for travel. Notwithstanding any such doctor’s memorandum, in the event that any Third Party Service Providers, including but not limited to airlines or cruise companies, refuse to allow any pregnant traveller to undertake certain activities, including but not limited to boarding a flight or cruise, no refund shall be payable by us.

Any persons below the age of 12 years old (as of the date of return to Singapore at the end of the Package Tour) may, subject to applicable Third Party Service Providers’ terms and conditions, be eligible for child fare rates. While we will use all reasonable endeavours to procure such rates for you, we cannot guarantee that we will obtain them even if they are stated by the Third Party Service Providers as being available and/or applicable.

While we will use all reasonable endeavours to accommodate and make reasonable arrangements for travellers with special needs, we shall not be responsible if we are unable to effect any requested arrangements or for any delay or missed activities experienced for travellers with special needs.

Without prejudice to the generality of the foregoing portion of this Clause, in the event that any Third Party Service Providers, including but not limited to airlines and hotels, are unable or unwilling to permit any traveller with special needs to undertake certain activities, we shall not be liable for the same and no refund shall be payable by us.

Notwithstanding anything in these Terms and Conditions, we shall retain the sole and absolute discretion to refuse to allow an individual to travel if he or she, in our opinion, is:

Physically or mentally unfit to travel;

Will or may require care beyond that which can reasonably be provided in connection with the Package Tour; and/or

Is likely to endanger the health or safety, or impair the comfort and enjoyment of the other travellers.

We are entitled to exercise our discretion at any time before the travel group boards the first flight out of Singapore under the applicable Package Tour; and in the event that we do so, no refund shall be payable by us.

All payments intended and/or required to be made to us, whether in connection with reservation for Package Tours, anything in these Terms and Conditions, or otherwise, must be made by cash, PayNOW, cheque (subject to the following portion of this Clause), credit card. Cheques must be presented to us at least 3 working days before the applicable due date for the payment which they purport to be in respect of, and if payment is made by cheque, we will consider such payment received only when the funds intended to be paid under that cheque reaches our account. All payments made to us must be in Singapore Dollars.

Making of Your Reservation and Payment of Deposit

A reservation for a Package Tour shall be treated as confirmed only when: 

You have paid the applicable deposit (the “Deposit”) as defined in; and 

Within 3 days of payment of the Deposit, you submit to us: accurate and complete details of the passports of all persons in your travel group.

We reserve the right to, in our sole and absolute discretion, change the chargeable Deposit. We may also, in our sole and absolute discretion, charge a different Deposit from customer to customer and/or from Package Tour to Package Tour.

If you do not submit the documents contemplated to be submitted to within 3 days of payment of the Deposit, we have the right to deem you as having withdrawn your reservation. In these circumstances, your reservation will be cancelled and any Deposit paid to us will be forfeited and not be refunded to you.

You shall be fully responsible for informing us of any special request that you or anyone in your travel group may have, including but not limited to special dietary requirements, special seating arrangements on flights, requests for adjoining rooms in accommodations, requests for a smoking room, or requests in relation to travellers with special needs when you first make a reservation with us. You acknowledge that the requests you make under this Clause may be met only with the cooperation of Third Party Service Providers; and therefore, while we will endeavour to assist you in having your requests met, we cannot guarantee the same, and we will not be responsible if any such request is not or cannot be met for any reason.

Confirmation of Reservation and Full Payment

Your reservation for a Package Tour shall only be treated as confirmed upon notification to you by us in writing of the same; and if your Package Tour is not confirmed in accordance with this Clause, you and your travel group shall not be entitled to any benefits of a Package Tour. For the avoidance of doubt and without prejudice to the foregoing portion of this Clause, none of the following shall be construed as us confirming your reservation for a Package Tour:

Your making of a reservation for a Package Tour, whether or not in accordance with; and/or

The issuance of a Pax Statement to you.

Notwithstanding anything in these Terms and Conditions, we shall retain the sole and absolute discretion as to whether to confirm your reservation for a Package Tour.

As used in these Terms and Conditions, “Minimum Group Size” shall mean the minimum number of persons who we have determined must be travelling on and partaking in the Package Tour on the Scheduled Departure Date; and the Minimum Group Size shall be determined by us in our sole and absolute discretion from time to time.

In deciding whether to confirm your reservation for a Package Tour, we may consider, among other things, the total number of persons (including your travel group) who have paid Deposits for the particular Package Tour. If, we deem, in our sole and absolute discretion, that there will, at the Scheduled Departure Date, be insufficient such persons to fulfil the Minimum Group Size, we shall be entitled to reject your reservation, in which case we shall be deemed to have cancelled your reservations for the Package Tour.

After we confirm your reservation for a Package Tour, you must make full payment for your Package Tour at least 14 days before the Scheduled Departure Date under the said Package Tour. Such full payment shall mean payment of all of the following:

The price of the Package Tour as stated in the Pax Statement or any amendments thereof notified to you less the Deposit received by us from you; and

Where applicable, any other payment that we have notified you as being payable to us.

You shall be responsible for ensuring that any payment made to us, is received by us on or before the payment deadline set out. If payment is made to us by cheque, we will consider such payment received only when the funds intended to be paid under that cheque reaches our account.

If payment is not received by us from you by the deadline, your reservation shall be deemed to have been cancelled by you; and you shall be deemed to have served Your Cancellation Notice (as defined in the aforementioned Clause) on the date after the day on which the deadline set out.

Cancellation by the Customer

Except where specified to the contrary in these Terms and Conditions and any other document these Terms and Conditions incorporate, you may cancel your reservation at any time before the Scheduled Departure Date by serving on us notice in writing of the same (“Your Cancellation Notice”). For every cancellation by you, you must pay the cancellation fee (the “Cancellation Fee”) defined in Clause 4.2.

Subject to, the Cancellation Fee shall be:

Number of days between our receipt of Your Cancellation Notice and the Scheduled Departure Date Cancellation fee per traveller within your travel group

No. of days between departure date and receipt of cancellation notice	Cancellation fee per person
35 working days and above	50% of deposit
15 - 34 working days	100% of deposit
8 - 14 working days	50% of tour fare or S$500, whichever is higher
4 - 7 working days	75% of tour fare or S$500, whichever is higher
3 working days and less	100% of tour fare

The Cancellation Fee shall also, in addition to the amount, include any non-refundable airport taxes, surcharges or any other fees imposed by the relevant airlines and/or other Third Party Service Providers and payable by us in connection with your reservation for a Package Tour and/or Your Cancellation Notice.

Upon our receipt of Your Cancellation Notice, we shall endeavour to inform you of the Cancellation Fee payable as soon as possible. Upon such notification to you, we shall immediately apply the Deposit towards payment of the Cancellation Fee, and any outstanding portion of the Cancellation Fee that cannot be covered by the application of the Deposit shall be paid by you within 3 days of such notification.

Should we obtain a refund of airport taxes, surcharges, or any other fees imposed by the airlines and/or other Third Party Service Providers which were payable by us in connection with your reservation for a Package Tour before our notification to you of the Cancellation Fee, such airport taxes, surcharges, and fees shall not be included in the Cancellation Fee to the extent that they were refunded to us.

We shall have the sole and absolute discretion to charge an administrative fee of S$50.00 for any cancellation of your reservation; and in the event we do so, such administrative fee shall be added to the Cancellation Fee notified to you.

A change of departure date, traveller’s name (other than correction of typographical errors) and/or type of Package Tour shall be deemed a cancellation, and you shall be deemed to have served Your Cancellation Notice on the date on which such request for the change is made.

As used in these Terms and Conditions:

- “Peak season(s)” refer to gazetted public holidays in the Republic of Singapore and primary and

secondary school holidays fixed by the relevant authorities; and

- “Selected Package Tours” refer to Package Tours booked during travel fairs and Package Tours sold

on promotional or discounted rates.

Cancellation by the Company

Subject to a “Cancellation Event” is deemed to have taken place if we have determined, in our sole

and absolute discretion, that any of the following has or have occurred:

The Package Tour cannot be fulfilled due to any reason(s) beyond our control, including but not limited to a mechanical breakdown, an act of God, earthquake, fire, tsunami or other natural disasters, weather conditions, war, civil unrest or terrorist attacks, government or legislative actions, strikes and labour unrest, diseases or pandemics, compulsory quarantines, travel restrictions imposed by the Singapore government or the governments of countries you are visiting under the Package Tour, or any event which would render the provision of the Package Tour by us to you impossible or radically different from as contemplated by us at the point of issuance of the Itinerary to you;

Without prejudice to the generality, Third Party Service Providers, for reasons unknown or not reasonably foreseeable to us, have done or omitted to do anything which would cause our providing of the Package Tour to be impossible or radically different from as contemplated by us at the point of issuance of the Itinerary to you; and/or

It is not reasonably foreseeable that the Minimum Group Size will be fulfilled by the Scheduled Departure Date.

Upon the occurrence of a Cancellation Event, we shall endeavour to notify you as soon as possible that your reservation for the Package Tour (the “Original Package Tour”) has to be cancelled, and we shall offer one or more of the following options to you:

We may offer an alternative Package Tour which is, in our sole and absolute discretion, comparable in value; and if you accept such offer, any difference in value between the Original Package Tour and the alternative Package Tour shall be topped up by you or refunded by us.

We may offer that payments received from you in respect of the Original Package Tour are to be retained as credit notes, which you may use to purchase services, including but not limited to Package Tours, from us at a later date and subject to availability; and/or 

We may offer a full cash refund of all payments received from you in respect of the Original Package Tour.

Nothing shall apply in any and all of the following situations:

If, at any time, you or any member of your travel group are or is placed on compulsory quarantine by any government or regulatory authority;

If, at any time, you or any member of your travel group are or is deported or refused entry by the immigration authorities of any country, including Singapore, for any reason; and/or

If, at any time, you or any member of your travel group are or is refused entry onto any flight contemplated to be boarded during the Package Tour.

You are therefore strongly encouraged to maintain the travel insurance.

Amendment to Package Tour by the Company

An “Amendment Event” is deemed to have taken place if we have determined, in our sole and absolute discretion, that any component(s) of the itinerary for the Package Tour cannot be fulfilled, or if any change(s) to such itinerary are necessitated, due to any reason(s) beyond our control, including but not limited to a mechanical breakdown, an act of God, earthquake, fire, tsunami or other natural disasters, weather conditions, war, civil unrest or terrorist attacks, government or legislative actions, strikes and labour unrest, diseases or pandemics, compulsory quarantines, travel restrictions imposed by the Singapore government or the governments of countries you are visiting under the Package Tour, or any event which would render the provision of the Package Tour by us to you impossible or radically different from as contemplated by us at the point of issuance of the Itinerary to you.

Upon the occurrence of an Amendment Event, we shall endeavour to notify you of the same as soon as possible, and we may offer one or more of the following options to you:

We may offer a replacement of the part of the Package Tour which cannot be carried out with a component which is, in our sole and absolute discretion, comparable in value; and if you accept such offer, any difference in value between the original Package Tour and the alternative or amended Package Tour shall be topped up by you or refunded by us, as the case may be; and/or

We may offer a cash refund of a sum equivalent to the value of the component of the Package Tour which cannot be carried out, such value to be determined by us in our sole and absolute discretion, and provided that the payments received from you for the Package Tour are in excess of such monetary equivalent.

Refund Policy

Except where otherwise expressly stated in these Terms and Conditions or where agreed between you and us in writing, no refund, discount, or replacement shall be given by us.

We will not issue any refund, discount, or replacement with respect to any arrangements for accommodation, meals, sightseeing tours or other services which are included in the Package Tour but not utilised by you of your own volition or where you amend, cancel or otherwise vary such arrangement, whether before or after the commencement of the Package Tour.

This Clause applies whenever refunds are payable to you under these Terms and Conditions. For payments originally made by you in cash or via PayNOW, cheque or bank transfer, refunds will be made by way of cheque and will generally be processed within 2 to 4 weeks from the date of cancellation. For payments originally made by you through credit card, refunds will be made via the respective credit card company and will generally be processed within 4 to 6 weeks from the date of cancellation. For payments originally made by you via travel gift voucher, refunds will be made via a credit note to be issued by us and will generally be processed within 4 to 6 weeks from the date of cancellation. The refund process may take longer during peak seasons, due to the increase in transaction volume, and we shall not be responsible for any delay beyond the general processing timeframes set out in this Clause.

Travel Documents and Travel Insurance

You and each member of your travel group shall be responsible for ensuring that all passports (or other travel document, as the case may be) of persons within your travel group is valid for at least 6 months from the expected date of departure from the last point of departure in the itinerary and that each of such persons has all necessary visas, permits, passes, licences, vaccinations, health certificates and/or other documents or approvals as may be required by the applicable governmental authorities of the destination countries to be visited during the Package Tour.

Without limiting the effect in any way, we may, from time to time and subject to our sole and absolute discretion, assist a traveller to submit a visa application for a fee, but this shall not be construed as our obligation to do so, or as a guarantee of the outcome or approval of any such application.

You and each member of your travel group shall also be solely responsible for ensuring that his or her name as provided to the Company and reflected in the Pax Statement tallies with the name in his or her passport or travel document. If any amendment to such name is required, all applicable fees charged and/or incurred by us shall be borne by you.

In the event that a reservation for a Package Tour has to be cancelled due to or in connection with your failure to fulfil the requirements, you shall be deemed to have served Your Cancellation Notice on us on the Scheduled Departure Date.

All travellers are strongly encouraged to obtain a comprehensive travel insurance policy to protect against unforeseen circumstances, such as baggage loss, flight delays, travel agent insolvency, medical emergencies, or changes in government or legislative policies or regulations, such as compulsory quarantines due to or in connection with diseases or pandemics. For avoidance of doubt, we shall not be responsible for any such matters.

Indemnity

We shall not be liable for any losses, costs, damages, expenses (including due to any delay), inconvenience, additional payments, or personal injury or death of any person (collectively, the

“Losses”) arising from any of the following, whether direct or indirect, and whether reasonably foreseeable by us or not:

Losses not arising from our gross negligence;

Losses not arising from a breach of these Terms and Conditions;

Losses arising from or in connection with a breach of these Terms and Conditions by you or any member of your travel group, including but not limited to the failure to perform any of your or their obligations hereunder;

Without prejudice to the generality, Losses arising from or in connection with actions or omissions of third parties (including but not limited to Third Party Service Providers);

Losses arising from or in connection with reason(s) beyond our control, including but not limited to a mechanical breakdown, an act of God, earthquake, fire, tsunami or other natural disasters, weather conditions, war, civil unrest or terrorist attacks, government or legislative policies or regulations, strikes and labour unrest, diseases or pandemics, compulsory quarantines, travel restrictions imposed by the Singapore government or the governments of countries you are visiting under the Package Tour, or any event which would render the provision of the Package Tour by us to you impossible or radically different from as contemplated by us at the point of issuance of the Itinerary to you;

Without limiting the effect of Clause 12.1.5 in any way, Losses arising as a result of you or any member of your travel group being placed on compulsory quarantine by any government or regulatory authority, or you or any member of your travel group being deported or refused entry by the government or immigration authorities of any country for any reason;

Losses sustained by you or any member of your travel group as a result of the prevailing travel restrictions imposed by the Singapore government or the governments of countries you are visiting under the Package Tour from time to time; or you and/or any member of your travel group’s contracting of a communicable disease which, as a result of or in connection with the said travel restrictions, would prevent you and/or such member of your travel group from partaking in any

component of the Package Tour in any way, including but not limited to flights between countries

(including Singapore); and/or

Losses arising from or in connection with a failure by you to follow reasonable instructions, including but not limited to noting and complying with specified check-in and check-out and/or meeting places and times. Without prejudice, if, for whatever reason, our liability to you has been established under the law, the maximum extent of such liability and your sole remedy for damages from us (whether in respect of one claim or a series of connected claims), arising out of the failure to comply with or in respect of any obligation of us under these Terms and Conditions, shall be limited to the aggregate sum of all payments of fees received by us from you for the Package Tour in respect of which such liability

arose.

You and all members of your travel group agree and undertake to indemnify and hold harmless the Company, our directors, employees, agents, contractors, and servants in respect of all damages, claims, losses, charges and/or expenses, including legal costs, expenses and disbursements incurred (on a full indemnity basis) arising from and/or connected with the lessons (collectively, “Liabilities”), regardless of whether such Liabilities are sustained, incurred or suffered by us during the provision of the Package Tour to you and your travel group, or otherwise.

You agree to pay to us, on a full indemnity basis, all costs and expenses, including but not limited to all legal costs on a solicitor-and-client basis, incurred by us.

Miscellaneous 

We welcome feedback from our customers. Should you have any feedback or complaint concerning any Package Tour, you may inform our representative during the course of the Package Tour; and if matter cannot be resolved after our representative’s endeavours during the Package Tour, your complaint may be submitted in writing to us at enquiry@cityline.com.sg.

Any dispute arising out of or in connection with these Terms and Conditions, including any question regarding its existence, validity or termination, or any feedback or compliant referred, which cannot be settled through negotiation between you and us shall be first referred to mediation administered by the Singapore Mediation Centre. If the dispute cannot be resolved by mediation within 30 days after the participation of parties in such mediation, parties shall submit the dispute to the non-

exclusive jurisdiction of the Singapore Courts.

These Terms and Conditions shall be governed by the laws of the Republic of Singapore.

In the event that any term or condition of these Terms and Conditions are deemed by a competent Court of the Republic of Singapore to be illegal, void, and/or unenforceable, such term or condition shall be ineffective to the extent of such illegality, voidness, and/or unenforceability; but any such illegality, voidness, and/or unenforceability shall not invalidate or render illegal, void or unenforceable any other term or condition herein.

We shall have the right to, in our sole and absolute discretion and from time to time, change, amend, insert or delete any of these Terms and Conditions. You shall be fully responsible for checking our website at reasonable intervals to update yourself on the latest editions of these Terms and Conditions.