24/7 SupportConditions and Limitations in Providing Goods/Services
1. Scope of Application
Applies to all services booked by customers via tourluk.com, including group tours, private tours, luxury tours, multi-day tours, day tours, attraction tickets, activity tickets, transport services, hotels, or related travel services.
Some services are directly organized/operated by TourLuk; others involve partnerships with domestic/international service providers.
Specific conditions of each service are published on the service page, payment page, voucher, confirmation email, or the individual service’s policy.
2. Service Availability
Service provision depends on availability, number of guests, vehicle seats, rooms, ticket status, operational capacity, and actual destination conditions.
Availability data on the website may update in real-time, scheduled sync, or manual confirmation. In some cases, availability requires re-verification after the booking request.
If a service becomes fully booked or unavailable post-booking, TourLuk will notify and assist in rescheduling, swapping to equivalent services, or processing refunds per policy.
TourLuk does not guarantee all booking requests will be confirmed if the service is full, fails operational conditions, or encounters force majeure.
3. Minimum Departure Conditions
Some group tours may require a minimum number of guests to depart.
If the minimum is unmet, TourLuk will notify the customer as soon as possible to agree on rescheduling, switching tours, upgrading to a private tour with a surcharge, or processing refunds per policy.
Specific notification deadlines vary by tour and are published on the service page or in the booking confirmation (if any).
4. Documents, Visas, and Immigration Conditions
Customers are personally responsible for preparing passports, visas, entry permits, IDs, insurance, children’s documents, and related profiles according to the destination country’s rules.
Passports usually need specific validities based on destination, airline, or service requirements. Customers must verify specific requirements before booking and before departure.
TourLuk is not liable to refund if a customer is denied check-in, transport, or entry, or fails to use services due to personal document errors, visas, passports, incorrect info, or failure to meet immigration requirements, unless specific policies dictate otherwise.
If TourLuk provides visa assistance services, responsibility is strictly limited to supporting documentation as agreed; the decision to grant/refuse visas rests with competent authorities.
5. Age, Health, and Safety Restrictions
Tours/activities like scuba diving, mountain climbing, skydiving, adventure sports, long-distance travel, cruises, trekking, or outdoor activities may impose age, height, weight, health, or safety restrictions.
Customers must carefully read participation conditions and assess their health before booking.
Customers must notify TourLuk in advance regarding the elderly, children, pregnant women, disabled persons, individuals with underlying conditions, food allergies, or special support needs.
The destination operating unit reserves the right to refuse service if the customer fails to meet announced safety conditions or poses a risk to themselves, the group, or operational staff.
6. Time, Date, and Timeframe Limits
Each service has its specific usage date, timeframe, voucher validity, or confirmation validity.
Customers must use the service on the correct date, time, and location, or within the validity period stated on the voucher/booking.
Services may expire if the customer fails to use them at the confirmed time, arrives late, or is a no-show without TourLuk’s prior agreed modification.
Rescheduling, time changes, name changes, or service modifications depend on individual service policies and availability.
7. Geographical and Pick-up/Drop-off Point Limits
Services are provided at the locations/areas specified on the service page, voucher, confirmation email, or tour itinerary.
Pick-up/drop-off points may be limited to central areas, applicable hotel lists, or fixed meeting points.
Out-of-bounds pick-up/drop-off requests may incur surcharges or be unsupported if operational conditions do not allow.
Travel times, attraction sequencing, and itineraries may change due to traffic, weather, local regulations, public events, or actual operational conditions.
8. Guest Quantity and Service Type Conditions
Group tours may require minimum/maximum guest numbers, merging with others, and following fixed itineraries.
Private tours offer flexibility in time, pick-up points, and itineraries but depend on agreements, vehicle/guide availability, and possible surcharges.
Luxury tours, special services, or customized bookings may require deposits, early payments, strict cancellation deadlines, or no-refunds post-confirmation.
Promotional services, event tickets, fixed-date tickets, last-minute services, or special-priced services may prohibit changes/cancellations.
9. Restrictions Due to Weather, Natural Disasters, and Force Majeure
Outdoor services, cruises, canoes, flights, diving, trekking, or nature visits may be altered, suspended, or canceled due to weather, safety warnings, natural disasters, epidemics, strikes, wars, state agency requests, or uncontrollable events.
Upon force majeure, TourLuk will assist customers in working with service partners to arrange alternate schedules, alternate services, partial refunds for unused portions, or process per applicable policy.
TourLuk is not responsible for non-TourLuk booked expenses like private flights, private hotels, personal expenses, opportunity losses, or other incurred costs, unless the law or specific agreements dictate otherwise.
10. Website Operational Limitations
The website accepts online booking requests 24/7. However, availability confirmation, special request responses, refund/cancellation processing, or after-hours support may depend on the working hours of TourLuk and related domestic/foreign parties.
The website may experience temporary suspensions or interruptions due to maintenance, upgrades, technical glitches, payment gateway connection failures, data sync errors, or uncontrollable incidents.
In case of system incidents, TourLuk will endeavor to fix them and notify customers promptly if bookings or payments are affected.
11. Conditions for Refusing Service Provision
TourLuk or destination operators may refuse service if the customer provides false information, fails to pay on time, commits fraud, uses unauthorized vouchers, violates rules, causes safety hazards, or fails to meet announced participation conditions.
Destination operators may refuse service if the customer fails to present valid ID/vouchers, arrives late, is intoxicated, behaves threateningly, violates laws, or disobeys safety instructions.
Refunds in cases of refused service will be based on the reason for refusal, individual service policies, and the degree of fault of the parties.