Travel, Holidays and Tourism Services
These General Terms and Conditions of Sale apply to services marketed by the three travel agencies within the group: Nomad Madagascar, Tantara and Tantara Vao. Any booking made with one of these agencies implies that the Client has read, understood and unconditionally accepted these General Terms and Conditions of Sale.
Article 1 – Purpose and Scope
These terms and conditions define the respective rights and obligations of the Agency and the Client in connection with the booking and provision of trips, holidays, tours and other services offered. They apply to all offers, quotations and travel itineraries provided to the Client, unless specific terms have been expressly agreed in writing.
Article 2 – Booking and Confirmation
All booking requests must be made in writing, by email or WhatsApp. A booking is considered confirmed only once the required deposit has been received and written confirmation has been issued by the Agency. The Agency does not guarantee availability until the booking has been officially confirmed.
Article 3 – Responsibilities of the Agency
Depending on the nature of the services booked, the Agency acts as an organiser or intermediary with various service providers, including airlines, hotels, transport companies, guides and other tourism partners. The Agency ensures the proper organisation and delivery of the services included in the itinerary, in accordance with its contractual and legal obligations. The Agency shall not be held liable for events beyond its control, service-provider failures to the extent permitted by applicable law, unforeseeable and unavoidable events, or cases of force majeure.
Article 4 – Prices and Included Services
The prices quoted include only the services expressly listed in the quotation or travel itinerary, such as transport, accommodation, meals, activities, excursions and any other specified services. Any service not expressly stated as included shall be at the Client’s expense, including personal expenses, visas, vaccinations, tips, optional excursions and insurance not included in the offer. Prices may vary depending on exchange rates, seasonality, booking dates, the number of participants, service-provider availability and changes in costs or inflation. Before the booking is confirmed, the Agency reserves the right to revise its prices without prior notice. After confirmation, any price adjustment must be justified and communicated to the Client in accordance with the contractual terms and applicable law.
Article 5 – Payment Terms
The following payment terms apply: A 25% deposit of the total trip price is payable at the time of booking. The remaining 75% balance must be paid no later than 45 days before the departure date. For bookings made less than 45 days before departure, full payment (100%) is required upon confirmation. Flight tickets and private charter flights are invoiced separately. Full payment (100%) is required in advance to allow the Agency to book and confirm these services with the relevant providers. All bank charges, transfer commissions and any transaction fees related to payment shall be borne by the Client.
Article 6 – Security Deposits for Vehicles and Motorcycles
For self-drive services or motorcycle tours, a security deposit may be required for the use of the vehicle or motorcycle. The amount and payment arrangements will be specified in the travel itinerary. The deposit shall be paid directly in accordance with the arrangements communicated, generally upon the Client’s arrival. It will be refunded in full at the end of the service, provided that the vehicle or motorcycle is returned in its original condition, excluding normal wear and tear, and that there is no damage, loss or expense attributable to the Client. Any deduction from the deposit must be justified.
Article 7 – Cancellation and Refund Policy
Any cancellation request must be submitted to the Agency in writing. The date on which the cancellation request is received will determine the applicable cancellation conditions. The following general conditions apply: More than 45 days before departure: the 25% deposit is retained by the Agency and is non-refundable. No further amount shall be payable. Between 30 and 45 days before departure: the 25% deposit remains non-refundable. Only 50% of the remaining 75% balance will be refunded. Less than 30 days before departure: no refund will be granted. Flights and private charter flights are non-refundable. Any applicable refunds will be processed after verification of the amounts recoverable from the various service providers, in accordance with the applicable terms and timeframes.
Article 8 – Changes to the Trip Requested by the Client
Any request to change travel dates, participants, travellers’ names, accommodation, transport or other services must be submitted to the Agency in writing. Change requests will be assessed subject to availability and feasibility with the relevant service providers. The Agency may charge amendment or administration fees, in addition to any applicable penalties charged by the service providers concerned. The amount of any fees will be communicated to the Client before the change is approved.
Article 9 – Changes or Cancellation by the Agency
The Agency reserves the right to amend the itinerary or cancel certain services when exceptional circumstances or events beyond its control make this necessary, particularly for safety reasons, government decisions, strikes, adverse weather conditions or major technical issues. If a substantial change is made before departure, the Client will be informed as soon as possible and may, depending on the circumstances and applicable legal provisions: Accept the proposed changes. Choose an alternative service or trip of equivalent quality. Accept a lower-category service with a refund of the price difference. Cancel the trip and receive a refund of the amounts due in accordance with the applicable provisions. If the cancellation is attributable to the Agency, the refund arrangements will be determined in accordance with the applicable contractual and legal obligations.
Article 10 – Force Majeure and Exceptional Circumstances
Neither party shall be held liable for failure to fulfil its obligations where such failure results from an event of force majeure within the meaning of applicable law. Such events may include, in particular, natural disasters, cyclones, floods, conflicts, political unrest, pandemics, government restrictions and other unforeseeable, unavoidable and external events. If such an event occurs, the parties shall endeavour to find an appropriate solution, which may include postponing, changing or cancelling the services, subject to the possibilities available and the service providers’ refund conditions.
Article 11 – Travel Insurance
Taking out comprehensive travel insurance is strongly recommended. The Client is advised to have appropriate insurance coverage, including: Trip cancellation or interruption. Assistance and repatriation. Medical and hospital expenses abroad. Loss, theft or damage to baggage. Accidents that may occur during activities undertaken during the trip. If the Client chooses not to take out the insurance offered, it is the Client’s responsibility to ensure that their own insurance coverage is adequate for the entire trip.
Article 12 – Administrative and Health Requirements
The Client is solely responsible for ensuring that all travel documents are valid and compliant, including passports, visas, administrative authorisations, vaccinations and any other health requirements imposed by the countries visited. The Agency may provide general information in this regard, but the Client is responsible for checking the official requirements applicable before departure. Minors travelling without their parents or legal guardians must hold the necessary authorisations in accordance with the regulations in force. Any denied boarding, refusal of entry into a country or inability to travel resulting from failure to comply with these requirements shall not give rise to a refund or compensation from the Agency, subject to any applicable legal obligations.
Article 13 – Client Obligations and Conduct
The Client agrees to comply with schedules, safety instructions, the rules of establishments and the instructions given by guides, drivers and service providers during the trip. The Client must also provide accurate information at the time of booking, particularly regarding their identity, travel documents and any circumstances that may affect the organisation of the trip. Any material damage or loss caused by the Client to a service provider or third party may be charged directly to the Client. The Agency reserves the right to take the necessary measures if the Client’s behaviour endangers the safety of the Client, other travellers or service providers.
Article 14 – Complaints and After-Sales Service
Any complaint relating to a service during the trip must be reported to the Agency or its local representative as soon as possible, so that corrective action may be taken where possible. Any complaint submitted after the trip must be sent in writing, together with the relevant supporting documents, within 30 days of the end date of the stay. The Agency undertakes to review each complaint carefully and provide a response as soon as possible.
Article 15 – Disputes and Applicable Law
In the event of any disagreement or dispute, the parties agree to seek an amicable solution as a priority. If no amicable resolution can be reached, the dispute shall be referred to the competent courts in accordance with the applicable law. These General Terms and Conditions of Sale are governed by the laws of Madagascar, subject to any mandatory provisions that may apply.
Acceptance of the General Terms and Conditions of Sale
Any confirmed booking implies that the Client acknowledges having read and accepted these General Terms and Conditions of Sale.