These agreements and conditions listed below shall be applied to all bookings (on our site or in the office).
Booking a tour confirm your agreement to accept on your behalf our terms and conditions and all the details as well.
1. The contract
Customer is entitled to choose one or several itineraries from our website and you have to let us know which itinerary you choose. You can request any changes that suit your wish whether to shorten or lengthen it.
Upon agreement knowing which itinerary you would like to take, you must send the date of your international arrival and the date of your international departure in order to allow us to fit all domestic flights regarding your trip.
Then, a detail of your information is required including your first name, surname, passport number, citizenship, home address, phone number (cellular or fixed), detail of your travel insurance in case of an emergency to contact your insurance company.
2. Method of payment
Once information gathered, you are going to sign a contract (to be sent to us) and pay a deposit (detailed below)of the tour cost (non-refundable), an amount that must be paid through bank transfer only, as Madagascar banks do not accept any mail order, distance payment by credit cards or transfer (pay pall, mail order, money bookers, etc.)
And then, you must send the copy of the scanned signed bank receipt (or the number Swift transfer) in PDF format, as a proof of payment consideration guaranteeing your tour and proving the confirmation of the trip. Once we receive this bank receipt (transfer swift number), we shall proceed and make all necessary bookings regarding the hotels, cars, etc. except the domestic flights.
As guarantee of the booking such expenses have to be paid in advance, so we need the following deposit according to the booking option:
A deposit of 25 % is mandatory and non-refundable. Such deposit is only payable through bank transfer. The rest of the money can be paid at the time of your arrival at Ortour office preferably by cash in big denomination notes 50, 100, 200 and 500 if it is in Euro or in 50 or 100 for US dollar. We accept payment both by Visa and Master card but such payment is subject to 4% of bank commission, all payment by credit card must be converted in our local currency (MGA) and the rate shall be appointed by the interbank foreign exchange market.
Regrettably, bank check is not accepted. Total payment in advance is accepted if you wish to avoid paying too much bank commission.
Note that such deposit is considered as a prerequisite since all bookings including hotels or cars must be done ahead of time as a guarantee of your tour.
Thus, the adventure will start once you have paid the rest of the money.
3. Cancellation – Changes or additions of the Tour
If you want to change different tour regarding the date or destination after the invoice has been issued, you will be required to cancel and book again, but it is in own your expense.You must notify us by email ASAP if you decide to cancel your trip. In such case, the deposit is considered as a non-refundable.
Also, the total amount paid can’t be fully reimbursed in cases below:
-Certain hotels (especially hotels in Andilana beach, Masoala and the surrounding hotels in Diego) do not refund no matter when. They have their own policies requiring an advance at the time of booking in order to insure your tour but non-refundable at any time no matter when you do the cancellation even one year before the start of your trip.
However, the refund is applicable in certain hotels but subject to criteria below for cancellation:
- More than 60 days before the departure date – Deposit will be forfeited. (25% of the total tour fare)
- 31–60 days before the departure date – 30% of the total tour fare will be forfeited.
- 15–30 days before the departure date – 50% of the total tour fare will be forfeited.
- 1–14 days before the departure date – 100% of the total tour fare will be forfeited.
- Other local services (private park, organizer…) have their own policies in order to insure your tour and they do not refund.
Besides, changes resulting from unavoidable circumstances are beyond our control and you cannot hold us liable to pay any compensation if we are forced to cancel in any means or in any ways when changing your tour owing to unpredictable situations as flight cancellation made by AIR MAD, natural disaster, threat of war, turmoil, disputes, bad weather, epidemic or terrorism.
Note that Ortour reserves the right to offer changes or cancel only if necessary especially for some situations requesting urgent changes and we will always let you know before taking such measures.
However, we will do our very best to make sure that it has minimal impacts on the tour and we will re-design the itinerary to create a brand new adventure for you!
4. Hotel Service
The vast majority of our service provides a hotel & breakfast in order to:
-To reserve the customer the right to choose his own meal and hotel (top or medium range)
Also, we do understand that each client’s food expense is not the same and that they might not want to take it related to their eating time behavior.
We do not include breakfast during an early morning departure.
However, there are few hotels requesting a booking in half board in places like Setam Lodge, Centrest in Ranomafana, Jardin du Roy in Isalo, Andilana beach (Nosy be) Ifaty Beach, Paradisier (Ifaty), all Masoala Lodges.
The top option and Midrange are just about the hotel standard, for example the top hotel is the best standard hotel in the area or a city or a place, like park etc.
Top might means luxury hotel in the city or beach hotel but it can be the best hotel in one place, that does not mean luxury but just better than the rest of the hotels which is in this area or city or place.
Top hotel often refer to high -midrange to 3 stars or 4 stars .till 5 stars but sometimes it can be lower in some places if there is no choice.
The midrange hotel is often clean with hot water and is sometimes very simple (with private bath room, the equivalent of 2 stars or less).
The hotel standing in Madagascar does not necessarily meet the European standard.
4. Flight Package (AIR MADAGASCAR – ORTOUR)
Up to now, we do not provide any international package. ORTOUR does not include domestic flight tickets in the tour cost since the customer can buy them from the Air Madagascar’s website as AIR MADAGASCAR and ORTOUR are two distinct separate companies, but we can assist our clients in arranging their domestic flights booking.
We can arrange internal flight booking only when requested and only if you send the deposit cost plus the plane ticket cost(deposit +total cost of plane ticket) as AIR MADAGASCAR cancel all unpaid booking after 72hours.
Customers should know that if they pay international and national flights at the same time, they reserve a right to get a discount of 50 %. Such internal flight ticket has to be bought 72 hours after the booking and the money must be paid.
However, Ortour declined all responsibilities linked with a delayed or cancelled flight. We do not pay for the damage caused by such delayed flight resulting into the delay or cancellation of your visit.
Besides, it is very important to inform you that AIR MADAGASCAR Company is sometimes not reliable since there are often delays, flight cancellation, something that certainly has impacts on our tour organization.
So, this is the reason why Ortour does not include the flight tickets in order to avoid any blame and thus cannot be held responsible from such inconvenience resulting from it.
We remind that Ortour does not refund the damage caused by a flight cancellation, and is not responsible at all.
For instance, flight delays, cancellation causing the missing of certain activities is beyond Ortour control and such missing service cannot be replaced or reimbursed, leaving the responsibilities to AIR MADAGASCAR.
Regarding flight refund procedure made by Air Madagascar, such refund procedure might take up to three months. Also, your money is not fully refunded 100% since certain taxes had been deducted, not refundable. However, the refund is not possible if you miss the flight (in case that it was your fault). Thus, please kindly check and keep updated with your flight information status.
As a consequence, any changed activities are considered extra and must be paid by the clients themselves; they can request a reimbursement from AIR MADAGASCAR later.
Thus, clients should be constantly aware of any flight schedule changes and/or cancellation made by AIR MADAGASCAR.
Having a Travel Insurance can ease the process of any travel mishaps occurring during your trip.
Besides, several flights from abroad like Europe, America, Africa, Asia and the Indian Ocean regularly connect Madagascar and thanks to some direct flights.
Apart from Air Madagascar, the national Airline, several air companies are available flying to and from Madagascar, linking the island to the rest of the world including :
- Air Austral (UU; 22 359 90; www.airaustral.com, in French), Hub Saint-Dénis, Reunion. Flights in conjunction with Air Mauritius
- Corsair (SS; 22 633 36; www.corsair.fr, in French), Hub Paris Only
- Air France (AF; 23 230 23; www.airfrance.com), Hub Paris Charles de Gaulle.
- Air Madagascar (MD; 22 222 22; www.airmadagascar.mg), Hub Antananarivo
- Air Mauritius (MK; 22 359 90; www.airmauritius.com), Hub St Maurice.
- Interair (D6; 22 224 06; www.inter air.co.za), Hub Johannesburg.
- Africa & the Indian Ocean
- Turkish Airline.
- Air link
- Kenya Airways
- South African Airways