Cuba Select Travel Ltd - Terms & Conditions
The purchaser of services, hereafter referred as the “Client” (or “Clients”), entrusts Cuba Select Travel Ltd, hereafter referred to as “CST”, with the fulfillment of travel and tour arrangements at the destination where the Client will be offered services such as accommodation, food and beverages, transportation, tours, excursions, activities, and other services, hereafter referred to as the “Arrangements” in accordance with CST’s Terms and Conditions.
The Terms & Conditions include various responsibilities and liabilities that apply to CST and the Client.
Making a Booking
Bookings can be made by the Client by email. A booking request by telephone, or via our website, Support Chat Service, or by a personal visit to our offices, should be followed by confirmation in writing by CST. CST will acknowledge receipt of the booking request followed by notifying the Client of availability, the program itinerary, prices and terms of payment. Should the Client wish to proceed with the booking CST will issue a Proforma Invoice.
Number of Clients, Days and Services
The total number of Clients who will participate in the Arrangements, as well as the number of days and nights and other services within the Arrangements, will be established in the Program Itinerary with the total price in the Proforma Invoice.
Price of Arrangements and Terms of Payment
The prices which are notified by CST to the Client are payable to CST in advance of the Client’s arrival. In the event of any additional payments due that occur at the destination, and that are not included in the final Proforma Invoice, Client shall be responsible to settle those payments locally when due.
The provision of the Arrangements will be subject to payments being received in CST’s designated bank account following the receipt by the Client of CST’s Proforma Invoice. If the Client has not paid the required payments as specified by the prescribed dates, CST reserves itself the right to cancel the Arrangements without any chance of reverting the situation. If applicable, CST will apply the Cancellation and Alteration conditions.
The prices indicated are established in relation to the existing economic conditions. Any alterations of the economic conditions, particularly the cost of fuel, taxes and fees, exchange rates, and the like, relative to the services offered in respect of the Arrangements, will naturally lead to an alteration of the prices.
Prices and currency for the bank transfer will be advised by CST to the Client. All bank transfer charges and bank commissions should be paid by the Client. A copy of the bank transfer document should be scanned and emailed to CST within 24 hours of sending the transfer. Payments are to be made by bank to bank electronic transfer. Details of CST’s banks will be sent together with the Proforma Invoice.
Different deposit and payment schedules may apply to group bookings and these will be advised by CST to the Client by way of separate notifications.
The Client’s details (also known as Rooming List in the case of group bookings) should be sent to CST and must contain Clients’ lead name and the nationalities of all parties involved, in the case of individual travelers, and Clients’ full names, nationalities and passport numbers, in the case of groups. In the case of individual travelers with domestic flight(s) included in the Arrangements, the passport details of all parties involved are also required. In all cases, special needs or dietary requirements (if any) should also be added to Clients’ details. In the case of children, their dates of birth should also be sent to CST. The final Clients’ details or Rooming list must be communicated to CST by the date specified by CST.
The services included in the Arrangements are only those as specified in the Program Itinerary and in any other notifications as provided to the Client by CST. In principle, CST will not make refunds if the Client chooses not to use any of the services within the Arrangements.
How to Make a Reservation
Reservations can be made by you online on the Site in real time and if the specific Arrangements are available you can then add to the Shopping Cart. You can then open the Shopping Cart to see all the Arrangements you have made. You can then ‘Select’ or ‘Delete’ any item. Should you then wish to proceed with the Arrangements you will be asked to ‘Proceed to Checkout’ where you will be required to enter all the requested details. Once this process is completed a ‘Confirmation Invoice’ will be emailed to you. A ‘Voucher’ will also be emailed to you that you will need to present to the hotel when you reach Cuba. A voucher is not necessary for transportation.
The following items are not included in the Arrangements unless specified otherwise:
- International flights.
- Airport Departure Tax.
- Services at the airport(s) that are not mentioned as included in the Arrangements.
- Laundry, telephone charges, additional meals and drinks, and any other expenses of a personal nature.
- Food and beverages that are not mentioned as included in the Arrangements.
- Tourist Visa Card (tourist visa).
- Travel and Medical Insurance.
- Personal expenses.
- Independent activities for reasons of the Client’s own choosing.
- Additional charges for hotel extensions such as late check-out or extra nights, upgraded hotels or class of room, changing from a plan where meals are not included to a plan with additional meals.
- Extra staff and tour guide hours not contracted in the Arrangements.
- Any additional services not contracted in the Arrangements.
In the event of the accommodation facility overselling its capacities, CST will endeavor to negotiate with the third party supplier that the Client’s booking be honored; otherwise the third party supplier will be expected to relocate the Client to different accommodation facility of equal or superior standard.
If any foreseen construction work becomes necessary at the accommodation, CST will advise the Client as soon as possible. CST will quantify the disruption to the Client and the third party supplier will be responsible for any additional costs incurred to ensure that the Client’s experience is not affected, including relocating him/her to accommodation of equal or superior standard.
In case the schedules imposed by the international air or marine carriers result in shortening or prolonging the Arrangements, the Client will be responsible for any extra costs due to alterations to the Arrangements and for any cancellation and alteration penalties. The alteration of airports or seaports by the international air or marine carriers does not allow room for reimbursement. The costs that derive from transferring, taking taxis, coaches and the like, are to be paid by the Client.
CST cannot be held responsible for any delays of any transportation within the destination which derives from the non-presentation of the Client at the designated arrival or departure time or day. If alternative transportation has to be arranged as a result of the aforementioned incidents, the Client will be responsible for paying any extra costs involved for alterations to the Arrangements and any cancellation and alteration penalties.
The responsibility of the land and marine carriers in the destination, enrolled in the Arrangements proposed by CST, as well as that of their third party suppliers, their representatives, and their employees, is limited exclusively to: compensations, complaints or reclamations of every nature in accordance with what is stated in their conditions of transport.
In the case whereby the Client chooses to make his/her own private transportation arrangements in the destination, CST assumes no responsibility of any kind for those arrangements.
Where the third party supplier provides transportation services, the third party supplier will ensure that it conforms to the minimum requirements of the country’s regulations, including safety regulations.
Excursions and Activities
Hotel reservations require payment in advance. Your Credit Card and Debit Card will be debited within 24 hours after making your reservation. Accepted Credit Cards and Debit Cards - VISA, MASTERCARD and AMERICAN EXPRESS. Your payment will be to Cuba Travel., and your Credit Card or Debit Card statement will state the name of the payer either as Caixa or Sabadell.
It could happen that for a number of reasons the excursions and/or activities provided in the Arrangements could be altered, without altering the essence of the Arrangements. In that case the Client will be notified in advance whenever possible and will be offered a service within the same or higher category as the one previously proposed.
Food and Beverages
Food and beverages included in the Arrangements maybe subject to alteration due to seasonal variations and availability of products. CST or third party suppliers cannot be held responsible for such alterations. The Client must advise CST of any special diets no later than 7 (seven) working days prior to his/her arrival at the destination. CST will endeavor to arrange such special diets with the third party suppliers but cannot be held responsible where such special diets are not available.
Arrangements requesting specific language-speaking tour guides will be subject to availability. The tour guides shall ensure the safety of the Client and the smooth operation of the Arrangements, while the Client shall follow the tour guides’ instructions. Hours during which the tour guide renders services shall, in principle, be from 08:00 to 22:00 or where the Arrangements include extension of these hours. Any additional hours not agreed with CST will be subject to availability and the extra service cost will be charged to the Client. Regulations require that tour guides, drivers, and other staff, do not work any longer than 8 hours per day.
Tour guides shall not accompany the Client on personal individual activities unless arranged by CST. The Client joining such activities will be responsible for procuring the desired services after being provided with any necessary documentation by CST. The Client shall pay for the tour guide or any other staff’ services in case of personal accompaniment such as guiding, shopping, general assistance of any kind, the search of lost baggage or articles left behind owing to personal negligence, as well as alterations incurred by the Client’s independent activities. Such personal accompaniments need to be agreed by CST and are subject to the availability. Client shall accept all responsibilities for decisions regarding individual purchases at souvenir shops or other types of shops, even when said shops are introduced by CST or tour guides.
Identification, management and care of luggage and valuables
The Client should ensure that all luggage be properly labeled for easy identification with his/her names, destination country and accommodation name, prior to his/her arrival at the destination. The safekeeping of luggage and all necessary claims for lost, delayed or damaged luggage and personal items will be the sole responsibility of the Client and the service provider. Normally no charge will be made for the storage of property at accommodation facilities. Should a facility charge for such a storage it will be the Client’s responsibility to pay for it. It is agreed that the facilities shall not be liable for loss or damage to stored property, caused by negligence of the accommodation or its employees or by water damage, fire, theft or any other cause. Valuables have to be placed in the in-room safes or in the safes at the reception.
CST shall not be liable for damages of any nature resulting from the below-mentioned untoward occurrences that make inadvisable, illegal, or impossible to conduct all or part of the Arrangements.
- Force majeure: natural or nuclear disaster, industrial disputes, adverse weather conditions, flood, fire, terrorist activity, civil strife, war or threat of war, riot, seismic activity, epidemics, governmental orders and the like.
- Delay of land, sea or air carriers.
- Alteration of times at airports, train stations, bus stations or seaports.
- Failure of the Client to arrive at the destination as specified in the Arrangements.
CST, where possible, will notify the Client of any National festivities, civil or religious events or hazards that might affect the Arrangements. However, the Client might have to endure certain exceptions which may alter the Arrangements. CST will inform the Client as soon as these events are known and will make every endeavor to make alterations to the Arrangements accordingly. CST will not be called upon or held liable in any of these cases.
If CST is obliged by reason of force majeure or for any other reason outside CST’s reasonable control, to alter any component of the Arrangements, CST shall inform the affected Client of the alteration and explain the reason for it at the earliest possible opportunity.
CST reserves itself the right to cancel any Arrangements, revise or alter its contents and services in the event of untoward occurrences.
Alterations of Client Arrangements
Where CST is obliged to alter Arrangements outside CST’s reasonable control, CST will use its best endeavors to ensure that the alteration causes the least possible disruption to the Client’s enjoyment of his/her Arrangements. To this end, CST will consider and implement alternative and less disruptive alterations and advise the Client accordingly.
CST reserves the right to take necessary measures for the safety and smooth operations of the Arrangements where certain services are deemed impossible, or when there is valid reason to believe that the Arrangements cannot continue. In such cases, CST will explain in a timely manner its inability to function under the circumstances. However, said explanation may be made after revisions are made when conditions demand.
The Client must inform CST of any revisions, alterations or cancellations regardless of its causes.
Liability, Accountability and Responsibility
CST acts as an intermediary between the Client and the third party suppliers for the purposes of negotiating, contracting and acquisition of services. CST does not own, operate or provide in anyway any land, air or marine transportation, accommodation, restaurants and the like, or any related. CST’s liability is limited only to services of its own management, supervision and administration within the Arrangements, in their capacity as a destination management company, or also known as a ground handler.
CST shall have public liability insurance cover, suitable to the nature of their business and/or services and will indemnify Client in accordance with the insurance conditions.
If the Client should find that any of the Arrangements provided is different from that specified, he/she should report the discrepancy to CST immediately.
Arrangements cannot be reimbursed in case the Client or any member of his/her party does not show up on time and/or day at the place required independently of his/her will. These incidents will be subject to the Cancellation and Alteration conditions.
If Client does not produce the necessary documents for the Arrangements (passport, visas, vaccination certificates and the like) he /she will may not be able to participate in the Arrangements. All costs resulting from the Client or any of his/her party’s not being permitted to enter or being forced to leave earlier the destination, will be the responsibility of the Client and no reimbursement will be allowed.
No reimbursement will be granted either in case the Client decides to alter the nature of the Arrangements at the destination. This incident will be subject to the Cancellation and Alteration conditions.
CST may refuse the Client’s participation in any or all parts of the Arrangements, if it determines that he/she acts in a manner that inconveniences or interferes with the activities of other Clients’, those of CST or third party supplier’s staffs, and the smooth operation of the Arrangements. In such cases there will be no reimbursement allowable.
The Client must abide by the laws and regulations of the destination. Any acts by the Client which contravenes these laws and regulations will be the liability of the Client and CST will not be held accountable in any way for those acts. CST will endeavor to provide the Client with the necessary assistance with the authorities and the Client’s national embassy in these cases. Any cost incurred by CST as a result of this assistance and of penalties imposed by the authorities or charges made by the Client’s national embassy, will be the responsibility of the Client to pay, discharge or otherwise deal with.
The Client shall indemnify CST for losses sustained owing to the his/her willful negligence, illegal acts, conduct against public order and the like, or breach of the Terms and Conditions.
The Client is required to make every effort to utilize information acquired from CST and to understand the details of his/her rights and responsibilities as well as the details of the Arrangements and the Terms and Conditions.
Health Control Standards, Medical Care and Mobility
CST is not to be held responsible in case the Client is not capable of meeting the health control standards established by the destination authorities. It is the obligation of the Client to inform himself/herself of these formalities.
The Client who requires special attention from CST for reason of ill-health or disability shall advise CST of this when applying to join the Arrangements. CST shall comply with such requests to the extent deemed feasible and reasonable. In such cases, CST may require the Client to present a medical certificate or other supporting documentation. CST may refuse a Client's application if conditions at the destination and facilities are such that safe, smooth operation cannot be guaranteed, or require the Client to be accompanied by an escort.
If it is determined the Client needs medical diagnosis or treatment by a medical professional owing to illness, functional disease or other reasons during the Arrangements, CST shall take measures necessary to assist the Client and at the same time maintain the smooth operation of the Arrangements. All costs resulting from such measures shall be borne by the Client.
Should the Client require the use of wheelchairs at the airport or seaport, the Client must notify the CST at least 72 (seventy two) hours in advance of the Client’s arrival and departure. In the case whereby the Client requires a mobility room at accommodation, the Client needs to notify CST at the time of presenting the Client’s details, CST will advise the Client if such rooms are available. If tour buses do not have the service to load wheelchairs into the passenger seating area, the Client will be assisted to their seat in the bus and the wheelchair will be stowed in the luggage compartment providing the wheelchair is collapsible.
The parents or guardians are obliged to have in their possession the minor’s documents in order and it is their responsibility to inform themselves of the requirements with the administrative authorities (all the expenses will be undertaken by the respective parents or guardians). CST cannot accept the inclusion of a minor to travel by himself/herself. CST cannot be held responsible in case, even though it is forbidden, that a minor is included in the Arrangements without CST’s knowledge.
For reasons of health and safety, animals are not allowed to be included in the Arrangements unless previously notified, agreed by all parties concerned, and complied with the destination laws and regulations.
Cancellations and Alterations
If the Client cancels, alters or does not pay any required deposit or balances of the Arrangements cost by the prescribed time after acceptance of the booking, CST reserves itself the right to apply cancellation or alteration fees as listed below, as a percentage of the Arrangement costs. CST will advise the Client of any different cancellation and alteration conditions which may be imposed by third party suppliers.
Individual Client – (party of 14 or less)
- Prior to 30 days before arrival no penalty fees.
- 30 days before arrival 10%
- 29 - 15 days before arrival 30%
- 14 - 07 days before arrival 40%
- 06 - 01 days before arrival 60%
- Less than 24 hours before arrival 100%
Groups – (Party of 15 or more):
- Prior to 90 days before arrival no penalty fees.
- 90 – 31 days before arrival 10%
- 30 – 15 days before arrival 30%
- 14 – 08 days before arrival 40%
- 07 – 03 days before arrival 60%
- 02 – 01 days before arrival 80%
Less than 24 hours before arrival 100%
However, CST, as a goodwill gesture, might consider any exceptional circumstances that may have caused the Client to cancel or alter the Arrangements, to amend its cancellation and/or alteration fees, provided the third party suppliers’ cancellation/alteration terms allow it. CST reserves itself the right to deny any claims in this respect and CST’s decision will be final.
In the case of Yacht Charters different deposit requirements, cancellation and alteration conditions apply and these will be notified separately on request.
Should the Client have any complaint about the Arrangements or express any dissatisfaction whatsoever, he/she should forward such in writing with supporting evidence to CST, within a period no longer than 30 (thirty) days after his/her departure from the destination, so as to enable CST to fully investigate such complaints and respond accordingly. CST will take all possible steps to resolve such complaints amicably after gathering all the necessary supporting information and documentation. In the event that CST offers the Client a compensation for the complaint, such compensation will be accepted by the Client in full and final settlement of the claim.
To guarantee that any reimbursement, such as refunds or compensation, be regarded as admissible, it must be transmitted to CST by the Client in writing and must be accompanied by all the elements justifying such a demand within a period no longer than 30 (thirty) days after the Client’s departure from the destination.
The responsibility of transportation in Cuba enrolled in the Arrangements proposed by Cuba Travel as well as that of their third party Suppliers, their representatives and their employees, is limited exclusively to: compensations, complaints or reclamations of every nature in accordance with what is stated in their conditions of transport.
If for any given reason the Client cancels or alters any part of the Arrangements on the spot at the destination no reimbursement will be admitted.
Where deposits, cancellation, alteration and administration fees are applied, the remaining payments received from the Client will be held in credit for payment of future Arrangements. If the payments are not enough to cover these deposits and fees, CST shall charge the difference separately to the Client.
Service Satisfaction and Due Diligence
CST will acknowledge Client of his/her requests and will communicate to him/her (if it had not done it before) the CST staff member who will deal with such a request and when the response will be provided. Prior to submitting its response, CST commits to quality checking the information it is sending to ensure it is accurate, and answers all elements of the request. However CST cannot be held responsible for any omissions or errors in the Client’s request.
CST’s policy is to adopt due diligence and best practice in the course of its business and activities, which will also include being informed by the third party suppliers that local health and safety standards are being complied with. CST cannot be held responsible or liable whereby local health and safety standards are not complied with by third party suppliers. Where CST has knowledge of such noncompliance CST will inform the Client.
CST will provide the Client with a staff duty telephone number whom Client may contact 24 hours a day for urgent assistance.
Any ideas, images, creativity, wording, theming or content put in place by CST remains the intellectual property of CST.
Settlement of Disputes
Should any disputes or discords arise on account of improper implementation or non- implementation of these Terms and Conditions, the parties shall take whatever action is necessary to settle the matter by way of negotiations or arbitration. In the case the matter is not settled by way of negotiations or arbitration, it should be put forward to the court of the destination.