When you book a tour or other travel arrangements our contract with you takes effect when we send you a written Booking Confirmation / Invoice by email. Once the contract is made we are responsible for providing you with the tour you have booked and you are responsible to pay us for it, in each case subject to terms and conditions.
It is important to check carefully the Booking Confirmation and the Itinerary of your tour when you receive it that all the details are exactly as you requested. Our responsibility is to provide you with the services you have booked as described in the itinerary and as confirmed to you. If your group consists of two or more people traveling together, the person who makes the tour booking by signing our booking form or otherwise contracting with us accepts the responsibility for making all payments to us for all members of the party. We will send all the documents and other relevant information to the lead guest, and the lead guest is responsible for ensuring that the other members of the party are kept fully informed. If you are aged under 18 /on the departure date/ and your parents or guardians are not traveling with you, we must have their written consent to proceed with the booking.
Once the booking is confirmed, the price of your tour is guaranteed and will not be subject to any changes or surcharges unless you request to add extra services at a later date.
30% deposit payment is payable at the time of the booking, and the balance is payable 30 days prior to departure. The balance of 70% is payable 30 days prior to tour start date. If you book last minute, i.e. within 30 days from the tour start date, full payment is required at the time of the booking. Payments can be made by credit card in USD online using our website, or by bank wire transfer in USD or EUR. Bank details will be send to you with the invoice.
If you have any special request that does not form part of the tour as described in the itinerary /for example, dietary requirements or room location/ please let us know. We will always aim to meet any special requests, but cannot guarantee to do so. In no circumstances will such requests be accepted by us to form part of our contractual obligations and we will not have any liability if they are not met.
If you wish to change any of the details of your booking after we have sent you the Booking Confirmation, you must let us know the required changes by email. Changes such as travel dates or adding extra services may incur charges and we will inform you if it’s the case and of the charge amount. All changes are subject to availability and cannot be guaranteed, for example, upgrading your accommodation or staying alone in a ger in a tourist camp would normally cost extra and may not be available in the high season.
If you wish to cancel the trip after the booking has been confirmed, you must do so in writing by email and the following charges will apply.
Cancelation 3 months or more prior to the tour start date: $50 administration charge.
Cancelation within 3 months but more than 30 days before the tour starts: 30% of the total tour price.
Cancelation within 30 days but over 7 days of travel: 50% of the total tour price.
Cancelation within 7 days of travel or no show: 100% of the total tour price.
If you have a complaint while you are traveling on tour with us you must inform immediately your tour leader/guide, who will make every effort to resolve it. They will complete a report form with you specifying the nature and details of your complaint and the action taken to resolve it, and you should keep a copy of the form for your reference. If you have a complaint after your tour has finished, or you will feel that a complaint remains unresolved, you must tell Tour Mongolia about it in writing by email within 30 days after your tour. Complaints regarding any services not directly connected with Tour Mongolia (e.g. hotel accommodation or a local vendor), should be raised with the relevant supplier.
We accept full liability for the proper performance of our obligations under our agreement with you for the provision of your tour. If you suffer any damages by our failure to perform or, our improper performance of our agreement with you for the provision of your tour, we shall accept reasonable liability except in the following circumstances.
a/ If the failure or improper performance was due to the acts or omissions of the persons affected, or those of someone else not connected with the provision of your tour, and which were unforeseeable or unavoidable, or an event which either we or the supplier of the services in question could not have foreseen or avoided even with all the due care.
b/ If the failure or improper performance not the fault of our staff, our contractors or agents, we will not be liable for the failure of performance or improper performance of the services and any injury, damage, death, loss, accident or delay of the transport, caused by force majeure. This means things beyond our control such us civil unrest, riot, government restriction, industrial dispute excluding our own employees, natural disaster, fire, disease or adverse weather conditions.
Before the commencement of the tour, you must arrange your own travel insurance with a reputable insurer, with protection for the full duration of the tour, to cover personal injury, medical expenses, repatriation expenses, loss of baggage and the expenses associated with cancelation or curtailment of the tour. If you become ill during the tour, all hospital expenses, doctors’ fees, and repatriation costs are your responsibility and we shall not be liable for any refund of the tour costs.