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This information document includes these general terms, which form an integral part of it and, in the absence of a separate document, constitute the travel contract.
This information is binding on the Traveller unless, cumulatively:
a) The programme expressly provides for it;
b) The changes thereto are insignificant;
c) Information about the change is provided to the Traveller on a durable medium.
These general terms comply with the applicable legislation in force for the tourism sector and travel
agencies in Angola.
These General Terms, whose subject is a Package Travel arrangement or a Linked Travel Arrangement
included in this programme, the corresponding standard information sheets, and the special conditions
contained in the travel documentation provided to the Traveller at the time of booking, constitute the
travel contract that binds the parties.
1. ORGANISATION
1.1 The organisation of the trips included in this brochure is carried out by Tours & Expeditions Angola,
Tax ID (NIF) 5001869000, with registered office at Condomínio Vale dos Pássaros, Luanda, Angola,
duly registered with the Ministry of Tourism of Angola and holding a valid operating licence.
2. BOOKINGS
At the time of booking, the Traveller shall make the requested payment. If the booking is made 35 days
or less before the start date of the service (unless a different payment condition is indicated in the
special conditions), the total price must be paid at the time of booking. Tours & Expeditions Angola
reserves the right to cancel any booking for which payment has not been made under the conditions
mentioned above. Reservations are subject to the suppliers’ confirmation of all services.
3. COMPLAINTS AND DISPUTE RESOLUTION
3.1 Any lack of conformity in the performance of a travel service included in the package travel contract
must be communicated to the organising travel agency in writing or by any other appropriate means as
soon as such lack of conformity occurs, i.e., without undue delay. Complaints may only be accepted
provided they are reported to the service providers during the trip, and the Traveller obtains from them
the respective documentation evidencing the occurrence.
3.2 The Traveller may contact the following competent bodies for the resolution of consumer disputes
in the tourism sector in Angola:
a) National Institute for Consumer Protection (INADEC) — www.inadec.gv.ao;
b) Ministry of Tourism of Angola — www.turismo.gv.ao.
3.3 The right to submit complaints for the purposes of a price reduction or compensation due to lack of
conformity of the travel services included in the package travel arrangement shall lapse after 2 years.
4. LUGGAGE
The agency’s liability regarding luggage is limited to the applicable legal terms and to the conditions of
the service providers. In the event of theft, damage or destruction of luggage on flights, the TravellerGENERAL TERMS AND CONDITIONS OF SALE
must submit the claim directly to the airline at the time of the incident. Travellers should bring a
maximum of one checked bag up to 23 kg and one carry-on and/or a backpack, within the recommended
dimensions.
For activities involving camping, it is necessary to have a small (hand) bag that is easier to handle.
If the suitcase suffers any damage in the transport vehicle, Tours & Expeditions Angola is not
responsible for the damage caused, and the Traveller should submit a claim to their travel insurance.
5. LIMITS OF LIABILITY
5.1 The agency’s liability is limited to the scope of its functions regarding ground transportation, activities
and accommodation, and it is not responsible for any services related to flights, whether domestic or
international.
5.2 If there is damage, destruction or theft of luggage or other items at tourist accommodation
establishments while the Traveller is staying there, the claim must be made directly to the
establishment. Tours & Expeditions Angola bears no responsibility; however, it will support the process
whenever necessary by assisting with liaison and communication with the relevant entities.
5.3 The agency’s liability for bodily injury is limited. All activities are carried out with the utmost care. By
following all instructions, Travellers will be safe. However, we cannot guarantee that the Traveller will
comply with the established rules; therefore, the Traveller must always hold travel insurance that covers
incidents during activities such as hiking in natural areas. Adequate travel insurance is mandatory and
is entirely the Traveller’s responsibility.
5.4 Tours & Expeditions Angola does not guarantee European international standards of infrastructure,
services or punctuality, in view of the specific characteristics of the Angola destination.
5.5 The Traveller acknowledges that some activities included in the programme take place in natural
and remote environments and may involve inherent risks. Participation is voluntary and at the Traveller’s
sole responsibility.
6. BOOKING AND AMENDMENT FEES
For each booking, fees will be charged in accordance with the information provided by the travel agency
at the time of booking. For each amendment (names, dates, apartment or room type, trip, etc.), fees
will be charged according to the information provided by the travel agency at the time of booking.
Acceptance of such amendments depends on acceptance by the respective suppliers. Tours &
Expeditions reserves the right not to refund any amount if its partners do not accept booking changes,
particularly domestic flights.
7. DOCUMENTATION
7.1 The Traveller must have their personal or family documentation in proper order (identity card,
passport, authorisation for minors, visa if required, vaccination certificate, and any others that may be
required). The agency declines any liability for refusal to grant visas or denial of entry to the Traveller
in Angola, and any costs arising from such situation shall be borne by the Traveller.
7.2 Travel insurance, with expatriation and accident coverage within the scope of travel.
8. CHANGES REQUESTED BY THE TRAVELLER
8.1 Whenever a Traveller booked for a given trip wishes to change their booking to another trip, or to
the same trip with departure on a different date, or any other change, they must pay an additional feeGENERAL TERMS AND CONDITIONS OF SALE
of 10% of the total trip value and the change or purchase of a new domestic flight ticket, if it is part of
the programme. However, when the change takes place 35 days or less before the departure date of
the trip for which the Traveller is booked, or if suppliers do not accept the change, the Traveller will be
subject to the expenses and charges set out in the clause “Termination of the Contract by the Traveller”.
8.2 After the trip has started, if a change to the contracted services is requested for reasons not
attributable to the agency (e.g., extending the number of nights, flight change, activity change), the
prices of the tourist services may not correspond to those published in the brochure that led to the
purchase, and Travellers may therefore incur additional costs.
9. TRANSFER OF BOOKING (CONTRACTUAL POSITION)
9.1 The Traveller may transfer their position and be replaced by another person who meets all the
conditions required for the package travel arrangement, provided that they inform the travel and tourism
agency in writing up to seven consecutive days before the scheduled departure date.
9.2 The transferor and the transferee are jointly and severally liable for payment of any outstanding
balance and for any fees, charges or additional costs arising from the transfer, which will be duly
informed and evidenced by the travel and tourism agency.
9.3 Domestic flights do not allow seat transfers; therefore, the new Traveller will be responsible for
purchasing a new flight, or for paying for the new ticket, and the first Traveller must bear the portion of
the value corresponding to this service.
10. CHANGES TO BE MADE BY THE AGENCY
10.1 Whenever, before the start of the package travel arrangement, (i) Tours & Expeditions Angola is
obliged to significantly alter any of the main characteristics of the travel services, (ii) or is unable to meet
special requirements requested by the Traveller, it must notify the Traveller, who may, failing which:
a) Accept the proposed change;
b) Reach an agreement regarding the change;
10.2 Failure by the Traveller to respond within the timeframe set by Tours & Expeditions Angola (48
hours) will imply tacit acceptance of the proposed change, with application of the respective termination
fees provided for in clause 14.
10.3 If the Traveller does not accept the proposed change, they must be reimbursed for the value of
the activity they will no longer take part in, and will have that time available to carry out another
alternative activity of their choice.
11. TERMINATION OF THE CONTRACT BY THE AGENCY
11.1 Where the trip depends on a minimum number of participants, Tours & Expeditions Angola
reserves the right to cancel the package travel arrangement if the number of participants reached is
below the minimum. In such cases, the Traveller will be informed in writing of the cancellation within:
a) 35 days before the start of the package travel arrangement, for trips lasting more than six
days;
b) 7 days before the start of the package travel arrangement, for trips lasting from two to six
days;
c) 48 hours before the start of the package travel arrangement, for trips lasting less than two
days.
11.2 Before the start of the package travel arrangement, the travel and tourism agency may also
terminate the contract if it is prevented from performing it due to unavoidable circumstances including,GENERAL TERMS AND CONDITIONS OF SALE
but not limited to, political instability, infrastructure failures, governmental restrictions, public health
outbreaks, extreme weather conditions, and local logistical limitations.
11.3 Termination of the travel contract by Tours & Expeditions Angola does not give rise to any right to
additional compensation, without prejudice to any refund due, and the Traveller should submit any claim
through the travel insurance services contracted.
12. PRICE CHANGES
12.1 The prices shown in the programme are based on the service costs and exchange rates in force
on the printing date of this programme and are therefore subject to changes (increase or reduction)
resulting from variations in transportation or fuel costs, taxes, fees and exchange rate fluctuations up
to 40 days before the travel date.
12.2 The increases referred to above may not exceed 7.5% of the trip value.
12.3 In the event of a price reduction, the travel and tourism agency reserves the right to deduct from
the refund to be made to the Traveller the corresponding administrative expenses, which will be justified
upon the Traveller’s request, or to offer an additional activity to the Travellers.
13. REFUNDS
After the trip has started, no refund is due for services not used by the Traveller due to force majeure
or for reasons attributable to the Traveller, except where refunds are granted by the respective
suppliers. Failure to provide services included in the travel programme due to reasons attributable to
Tours & Expeditions Angola’s partners, and where replacement with equivalent services is not possible,
entitles the Traveller to be refunded the difference between the price of the services foreseen and those
actually provided, unless there is a plausible explanation for the non-visit or non-performance of an
activity, such as weather conditions, political or public health issues, as well as cancellations due to
misconduct by Travellers.
14. TERMINATION OF THE CONTRACT BY THE TRAVELLER
14.1 The Traveller is free to withdraw from the trip at any time before the start of the trip.
14.2 Such termination implies that the Traveller is responsible for paying all charges arising from the
start of performance of the contract and their withdrawal, less the reallocation of services and cost
savings, or a percentage termination fee, provided it is expressly mentioned in the programme/contract
or in this document.
14.3 Where applicable, the Traveller will be refunded the difference between the amount paid and the
amounts referred to above. In this situation, the refund will be made, less the termination fee and any
services already paid to third parties, within a maximum of 14 days after termination of the travel contract
(only possible up to 35 days before the trip).
14.4 The Traveller is also entitled to terminate the travel contract up to 35 days before the start of the
trip without paying any termination fee if unavoidable and extraordinary circumstances occur at the
destination or in its immediate vicinity that significantly affect the performance of the trip or the carriage
of passengers to the destination. Termination of the travel contract in this situation only entitles the
Traveller to a full refund upon receipt by Tours & Expeditions Angola from its partners.
14.5 Whenever the Traveller is unable to take the contracted trip, regardless of how much time remains
before the start of the trip, they must immediately notify the travel agency in order to minimise costs
and, if applicable, provide evidence of when the impediment arose. In the case of partial cancellations
of passengers on the booking, or changes in room types that lead to additional expenses for the
travelling passengers, these will be treated as cancellation costs. Any refund should be requested
through the contracted travel insurance.GENERAL TERMS AND CONDITIONS OF SALE
14.6 Cancellation Policy — The following cancellation fees apply to all bookings, unless otherwise
specified in the special conditions:
Cancellation Period Fees Deducted from the Total Amount
More than 61 days before departure – Actual non-refundable costs already incurred (hotels,
domestic flights, etc.)
Between 60 and 31 days – 50% of the total cost of the trip
Between 30 and 14 days. – 75% of the total cost of the trip
Less than 14 days / No-show – 100% of the total cost of the trip (non-refundable)
Important Notes
• Some services such as domestic flights, special permits, conservation fees, or certain lodges
may be fully non-refundable from the moment of confirmation.
• Refunds, when applicable, will be processed after deducting all non-recoverable costs and
bank transaction fees.
• We strongly recommend purchasing comprehensive travel insurance covering cancellations,
medical emergencies, and unforeseen circumstances.
15. LIABILITY
15.1 Tours & Expeditions Angola is responsible for the proper performance of all travel services
included in the contract/travel plan, with such responsibility limited to the performance of third parties.
15.2 In the case of package travel arrangements, Tours & Expeditions Angola is liable to Travellers
even if the services are to be performed by third parties, without prejudice to the right of recourse under
the applicable general terms.
15.3 The organising travel and tourism agency is jointly and severally liable with the retail agencies in
the case of package travel arrangements.
15.4 For other travel services, Tours & Expeditions Angola is responsible for the correct issuance of
accommodation and transport vouchers and for the negligent selection of service providers, where
these were not suggested by the Traveller.
15.5 When acting as an intermediary in sales or reservations of standalone travel services, Tours &
Expeditions Angola is responsible for errors in issuing the respective vouchers, including in cases
arising from technical deficiencies in booking systems attributable to it.
15.6 Tours & Expeditions Angola is not responsible for booking errors attributable to the Traveller or
caused by unavoidable and extraordinary circumstances, as well as errors by hotels, for example
regarding room type.
16. SERVICES CONTRACTED LOCALLY WITH THIRD PARTIES OR OUTSIDE THE PACKAGE
TRAVEL PROGRAMME
16.1 Tours & Expeditions Angola’s liability is limited to the tourism services included in the contracted
travel programme and any extra and/or optional services contracted with it or its duly identified
representatives at the destination.
16.2 Except as provided in the previous number, Tours & Expeditions Angola will not be responsible
for tourism services contracted with third parties before or during the trip; any complaints and damagesGENERAL TERMS AND CONDITIONS OF SALE
arising from such services cannot be attributed to Tours & Expeditions Angola and must be reported
directly to the operator of the activity. Tours & Expeditions will support the entire process.
17. ASSISTANCE
17.1 In the event of difficulties for the Traveller, or when, for reasons not attributable to them, they
cannot complete the package travel arrangement, Tours & Expeditions Angola will provide the following
assistance:
a) Provision of adequate information on health services, local authorities and consular
assistance;
b) Assistance to the Traveller in making long-distance communications and in finding
alternative travel solutions.
17.2 If the difficulty giving rise to the request for assistance was caused by the Traveller deliberately or
through negligence, Tours & Expeditions may charge a fee equal to the costs incurred in providing such
assistance, not exceeding €250 per person.
17.3 If, due to unavoidable and extraordinary circumstances, the Traveller cannot return to their country
of origin, the Traveller must immediately activate the contracted travel insurance, as the agency’s
liability is limited, except for missed flights due to the agency’s negligence.
18. INSOLVENCY
In the event of insolvency of Tours & Expeditions Angola, the Traveller may contact the Ministry of
Tourism of Angola and the competent regulatory entities to activate the guarantees provided for under
Angolan legislation in force.
Contact: Ministry of Tourism of Angola, Luanda — www.turismo.gv.ao.
19. INSURANCE
19.1 Tours & Expeditions Angola, as organiser of the programme and arising from the obligations
assumed, is covered by civil liability insurance with an insurer duly licensed in Angola, under the
legislation in force.
19.2 The agency also offers the sale of insurance policies that may be purchased according to the trip,
to cover assistance situations and cancellation expenses. If you wish to take out your own insurance,
we suggest you do so personally via the following link:
Get your insurance here
20. TAXES AND FEES
The prices mentioned in the programmes provided include all applicable taxes and fees in accordance
with Angolan tax legislation in force, namely Value Added Tax (VAT) and other legal charges.
21. VALIDITY
This document is valid from 01/01/2026 to 31/12/2027.
22. NOTESGENERAL TERMS AND CONDITIONS OF SALE
These general terms may be supplemented by any other specific terms, provided they are duly agreed
by the parties. Programme prices are based on the EURO exchange rate; however, fluctuations may
occur if there is a significant exchange-rate variation of the national currency, the Kwanza.
Due to the historical impact of fuel price changes on the prices charged, the fuel surcharge included in
the price may change under the terms set out in the “Price Changes” clause.
23. TRAVELLER CONDUCT AND DISCLAIMER OF LIABILITY
23.1 The Traveller undertakes to respect the laws, regulations, local customs and instructions
provided by Tours & Expeditions Angola and its partners throughout the trip.
23.2 Tours & Expeditions Angola is not responsible for any consequences resulting from
inappropriate, unlawful, negligent or reckless conduct by the Traveller, including but not limited to:
• Violation of local laws;
• Disrespect for authorities or cultural norms;
• Excessive consumption of alcohol or prohibited substances;
• Behaviour that puts their own safety or that of others at risk;
• Damage to property or equipment.
23.3 In the event of behaviour that compromises the normal course of the trip or the group’s safety,
Tours & Expeditions Angola reserves the right to:
• Remove the Traveller from continuing the trip;
• Cancel related services;
• Without entitlement to any refund.
23.4 Any additional costs arising from these situations shall be borne entirely by the Traveller.
GENERAL INFORMATION
ARRIVAL AND DEPARTURE TIMES
Departure and arrival times are the Travellers’ responsibility, since Tours & Expeditions Angola is not
responsible for issuing international tickets.
Domestic air connections may be subject to schedule changes; therefore, we recommend that any
service purchased by the Traveller outside the organised trip should take this possible change into
account.
We recommend that, if the Traveller wishes to purchase transportation or services after purchasing the
organised trip, they do so allowing a tolerance margin of at least 6 hours in relation to the scheduled
arrival/departure time of the organised trip.
Any service purchased outside the organised trip is not the responsibility of Tours & Expeditions Angola.
HOTELS / ACCOMMODATION
The hotel and accommodation categories presented follow the quality and classification standards of
the host country and may be replaced by similar ones whenever, for reasons beyond Tours &
Expeditions Angola’s control, it is not possible to maintain or confirm the existing booking. Tours &
Expeditions Angola undertakes to inform the Traveller as soon as it becomes aware of such situation.
Hotels — The price shown is per person and is based on double occupancy. Not all hotels have triple
or twin rooms; an extra bed is usually added, which may not be of the same quality. The list of hotels
and accommodations in the programmes is indicative, as is their category, which follows local criteriaGENERAL TERMS AND CONDITIONS OF SALE
and classifications. Angola is an emerging country in terms of tourism, and some inconsistencies may
be observed regarding room types. If challenges arise in this respect, it may be necessary to change
the room type, under the responsibility of Tours & Expeditions Angola.
In the event of theft of items from the hotel by Travellers, Tours & Expeditions Angola reserves the right
to cancel the trip without any refund to the Traveller.
The Traveller acknowledges that Angola is a developing tourism destination and that there may be
variations in the quality standards, types and classification of accommodation.
MEALS
Unless otherwise stated, the prices shown for half-board and full-board supplements do not include
drinks. The cost of drinks is borne by the Traveller.
Breakfast may be buffet or à la carte, depending on the hotel.
Tours & Expeditions Angola must be informed if the Traveller has any allergy or intolerance. However,
it is entirely the Traveller’s responsibility to check foods before consuming them.
CHECK-IN AND CHECK-OUT TIMES
Check-in and check-out times on the first and last day will be defined according to the first and last
service. As a general rule, without being binding, rooms can be used from 2:00 pm on the day of arrival
and must be vacated by 12:00 pm on the day of departure. There may be hotels that occasionally
require inspection of rooms before Travellers leave the hotel.
SPECIAL CONDITIONS FOR CHILDREN
Given the diversity of conditions applied to children (depending on destination and supplier), we
recommend always asking about any special conditions that may apply to the trip in question.
PRIVACY POLICY AND PERSONAL DATA MANAGEMENT
The retail travel agency and/or the trip organiser undertakes to comply with the obligations under the
personal data protection legislation applicable in Angola. By making payment for the trip, the Traveller
agrees that Tours & Expeditions Angola may use their data exclusively for the purpose of processing
reservations with service providers and third parties solely related to the trip and programme in question.
Travellers are informed, before the start of the trip, that their images may be used for visual content on
Instagram or other social networks, as well as in advertising materials for Tours & Expeditions Angola.
Tours & Expeditions Angola | Luanda
Adventure • Discovery • Experience