Luxe by EXO Terms & Conditions

All prices quoted to you are in US Dollars (Vietnam, Cambodia, Laos, Myanmar, Saudi Arabia and Indonesia), Thai Baht (Thailand), Japanese Yen (Japan), Malaysian Ringgit (Malaysia) and Singapore Dollar (Singapore) and are valid according to the date specified on quotations and invoices issued.

Prices may be subject to change only under exceptional circumstances due to sudden and substantial market, tax or currency fluctuations; if so we will give a pre-notice of min 30 days and the option to cancel.

The validity of offers/quotations is for a maximum of 7 days, unless mentioned otherwise. Some hotel tariffs and airfares quoted may be special offers with a shorter time frame of for ex 24/48 hrs or as available in order to be able to offer the best possible rates.


Unless otherwise agreed, final payment is due as per invoice latest 30 days prior to arrival. If booked less than 30 days from arrival, payment needs to be made upon receipt of the invoice. Multi-country tours will mostly be invoiced as one by the EXO office handling the file especially if all quoted in the same currency. In some cases, 2 invoices may be needed/issued.

In case credit terms have been granted, we request payment to be made timely and it must be received on the date set on the invoice. Credit terms will be reviewed yearly and regular late payments may lead to a review of terms.

Payments can be made by:

  • ● BANK TRANSFER to the bank account mentioned in the invoice. Bank charges must be covered by the agent at the origin.
  • ● CREDIT CARD via our payment gateway or Flywire. If you select this option, our specialists will send you a secure link for payment (Visa, Amex, MasterCard).


Deposits may be requested to start working on a file and to secure reservations for services such as flights, cruises, hotels as well as for certain peak travel periods.

The need for deposits and the amount and conditions applying to them (refundable, non-refundable) will be mentioned by our specialist on a case by case basis at the time of travel planning and quoting.


Cancellation must be made in writing by email and be received in time (please keep in mind weekends, public holidays, and different time zones on both ends).

Remaining Covid conditions

The pandemic has receded and while people still do get sick, there are no or very minimal travel restrictions now still in place. Therefore, our Terms and Conditions do not have any Covid-related flexibility as suppliers and service providers everywhere have reverted back to normal regulations, which mean less flexibility.

If a client cancels a trip due to their own or a member of the travel party’s infection, this does NOT represent a force majeure or ground for waiving of cancellation fees (if they apply). Regular fees will apply like for a normal sickness and it is an absolute must and expected from any traveller today to plan for a travel insurance that covers cancellation and travel disruptions. Please note that a pure medical insurance does not cover travel arrangements. Anybody planning travel or traveling without any insurance does so at their own risk.

Credit notes

If a deposit/payment was credited to you during the Covid period, it can be used for a future date/ booking in any EXO destination. The credit amount is usable for the same or a different traveller.

Please bear in mind that we are able to guarantee the same rate only as much as our partners/ suppliers and their goodwill do so. The longer the time elapses until the credit note is used, the higher the chances that the amount paid at that time will not be sufficient to cover the cost.

Regular Cancellation Terms

The charges below apply unless different terms have been mentioned at quotation/booking time.

Charges for partial/total cancellations made for tours with travel date from 1st July 2022:

Individual travelers (Up to 8 persons)

31 days and more before arrival: Non-refundable deposit (if any)

Between 30 and 22 days before arrival:Non-ref deposit or 10% of total tour cost
Between 21 and 15 days before arrival:Non-ref deposit or 25% of total tour cost
Between 14 and 8 days before arrival:50% of total tour cost
Between 7 days and 48 hours before arrival:75% of total tour cost
Less than 48 hours before arrival:90% of total tour cost
Shortening or cancellation on site:100% of total tour cost

Groups (From 9 persons)

31 days and more before arrival: Non-refundable deposit (if any)

Between 30 and 22 days before arrival:Non-ref deposit or 20% of total tour cost
Between 21 and 15 days before arrival:Non-ref deposit or 40% of total tour cost
Between 14 and 8 days before arrival:60% of total tour cost
Between 7 days and 48 hours before arrival:75% of total tour cost
Less than 48 hours before arrival:90% of total tour cost
Shortening or cancellation on site:100% of total tour cost


Changes may be needed to be made for different reasons during a trip. We will make every effort to assist clients who wish to make changes to their Itinerary after departure, and we will advise of costing differences and collect payment on the spot.

We also reserve the right to modify or change the Itinerary in the best interests and the safety of the group, and will inform client/agent if these changes are unavoidable.


All refunds are subject to the refund policies of each hotel, airline, and other vendors, some of which have special cancellation policies where funds paid are non-refundable. Our specialists will mention when payments/deposits are non-refundable and when deadlines are about to be reached.


We strongly recommend that clients arrange for comprehensive travel insurance covering cancellation/postponement/disruption clauses as well as a good medical coverage in order to be protected against most eventualities.

Please note that many credit card companies have a travel insurance component activated if you pay your trip with the credit card; please inquire with your credit card issuer


Force majeure are unusual and unforeseeable circumstances beyond our control or the control of our suppliers, and which we could not avoid even with all due care; including, but not limited to, war, threat of war, riot, civil strife, terrorist activity (actual or threatened), industrial dispute, technical problems with transport, machinery or equipment, outages or power failures, natural or nuclear disaster, fire, flood, drought,adverse weather conditions, epidemics or outbreaks of illness and level of water in rivers.

In the event of a cancellation or significant alteration to the trip, EXO may: a) offer the traveller(s) alternative travel arrangements or products of comparable standard as may be possible and adequate in the circumstances; or b) if alternative travel arrangements or products are not offered, make a proportional refund of monies paid by the traveller (less any sums EXO is not able to recover from the supplier), or c) credit the proportional monies paid by the traveller to a future trip in any EXO destination

EXO may charge a fee to cover the administration costs associated with providing alternative travel arrangements or products.


For EXO Travel Experiences (excursions and day trips) children between the ages of 2 and 11, at dates of travel, will receive a 15% discount off the Adult price (based on total travellers – adults + children 2-11), unless specified otherwise in a proposal.

For all tours involving accommodation, prices for children will be calculated to actual costs and all child discounts received from suppliers such as reduced entrance fees or value ads for children will be passed on to the clients. Accommodation is charged according to the individual hotel’s tariff and children occupying their own rooms will be charged as adults. During the booking process we will do our utmost to advise you of child discounts and extra bedding requirements for children.

All flights are quoted separately and children are charged as per airline policies. Infants under two years of age will be exempt from most charges except as mandated by airline policies.


All bookings will be confirmed by email along with relevant documentation such as Final Itinerary Booking Vouchers and Air Tickets (where needed). The confirmation email will constitute a written agreement and confirmation of all bookings.

EXO Travel issues vouchers for clients only in very specific cases when absolutely requested by the supplier. The client’s passport or ID card suffice as proof of identification and all services will be provided as agreed.

Passport and Visa requirements are an agent/client’s responsibility and the information needs to be requested at quoting/booking time. The exact nationality of travelers must be provided when requesting information on visa policies.

Other personal documents may be needed like a vaccine passport or a valid international driving license if self-driving is planned. A photocopy of all your documents and spare passport photos is always good to have just in case.

Passports need to be valid 6 months AFTER the date of departure from the last country. Please check again with our specialists if you have any doubts.

Personal data is securely saved and encrypted and only passed on to reliable suppliers if needed for issuance of travel documents and for security reasons. Personal data records are systematically deleted after the departure of clients.


Bookings made through our Online system EXO Connect/ XML will be invoiced separately from bookings made via our Travel Consultants and are subject to your payment policy agreement with EXO Travel.

Cancellation deadlines for XML online bookings vary according to the cancellation policies of hotels, airlines, cruises and other contractors of EXO Travel. The deadlines are displayed on EXO Connect/ XML.

Timeframe:Cancellation process:Charges:
Outside given deadlineCancellation via systemNo charge
Inside given deadlineCancellation via Tour ConsultantCharges apply


EXO Travel will do the utmost to provide the services to the best of our capacity and to the satisfaction of you, our Agent, and your clients. It is the understanding that we act as an intermediary between the agent/client and airlines, hotels, transport operators, tourism suppliers and other contractors providing services in-country. We exert due care and diligence in selecting our local suppliers and shall in no event be directly liable to the agent/client, by reason of breach of services or unsatisfactory services provided by third parties or by way of indemnity or in tort or otherwise, for any loss, injury, damage, delay, change in schedule or other adverse events which are beyond our control and could not have been avoided even if applying special care and diligence.


All disputes, claims and litigation regarding services shall first be settled by way of negotiation and mutual understanding involving ourselves and third party suppliers at fault. Exotravel will act as intermediary and mediator between agent/client and third party suppliers and defend the interests of our agent/client. In the event that such negotiation and mutual understanding would fail, the disputes, claim or litigation shall be finally settled by local arbitration in Vietnam, Cambodia, Laos, Myanmar, Thailand, Indonesia, Japan, Malaysia or Singapore.


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