Terms & Conditions


The special instructions of your travel bookings are set out in these Terms and Conditions. They should be read together. You are deemed to have read, understood and accepted the following policies collectively called "the Terms and Conditions". For the purpose of clarity, AVENEER DMC shall be referred to as "the Company" hereinafter.


1. Professional Ethics

As part of its corporate responsibility towards the Customer, the Company adopts fair and ethical business practices as well as accurate marketing communications at all times.


2. Reservation, Deposit, and the Full payment

To complete and confirm your Reservation, we will require a 50% Deposit first. The Full payment is required no later than 30 days prior to departure. For departures within 30 days, full payment may be requested immediately. 

If full payment is not received 14 days or more prior to departure, the Company reserves the right to forfeit the deposit and cancel the reservation. In such an event, the cancellation fee as stated below is payable by the Customer.

Payment modes include:

- Cash payable at the Company's Office;
- Local Interbank Transfer;
- Overseas Wire Transfer (subject to an admin fee, payable to intermediary banks. You are required to bear all admin and currency exchange charges your bank charges you);
- Credit Card Payments (via PayPal, subject to a 4% admin fee).


3. Cancellation by the Customer - Payment and Cancellation Fee

The Customer is allowed to cancel the reservation in writing, at any time prior to the departure date. However, a cancellation fee will apply and it is computed based on the length of notice period prior to the departure.
Please note that the cancellation fee is a percentage of the deposit or the total payment, as the case may be. The cancellation fee, as well as corresponding refund component, are indicated below.

Cancellation before the tour is confirmed:
USD $100 administrative fee, Full Refund (cash/interbank transfer within 7 working days)

Cancellation after the tour has been confirmed:
a. Within 21 days = No Refund

b. Before 21 days = 50% Tour fare 



4. Refund Policy on Unused Portion of the Tour

No refund will be made with respect to accommodation, meals, sightseeing tours or any other services included in the tour fare but not utilised by the Customer, either in part or full, or where the Customer amends, cancels or otherwise varies arrangements after the commencement of the tour.


5. Refund Policy - Payment Mode

For cash payment, a refund will be made in a form of a cheque and processed within 2 to 4 weeks from date of written cancellation.
For wire transfers and credit card payments, a refund will be made through the credit card company and processed within 4 to 6 weeks. During peak periods, the refund process may be longer due to the increase in transactions.


6. Amendment to Reservation and Amendment Fee

Amendment refers to any change to the original reservation such as change of name, change of flight itinerary and/or change of accommodation.
Amendment by the Customer Any change made by the Customer to the existing booking must be in writing and an amendment fee of $50 per person will apply.
Any change made to the departure date or the tour type, cancellation fee as stated under the section "Cancellation by the Customer - Payment and Cancellation Fee" will apply. 
Any change made to the name of the Customer will be treated as a cancellation of the tour.
The Company will revert to the Customer within 14 working days upon receiving written notice of the request for amendment. Amendment to Tour Itinerary by the Company The Company makes reasonable effort to avoid changes in the itinerary. However, the Company reserves the right to make minor changes at any time due to unforeseen circumstances, especially during peak periods or in the event of a force majeure.


7. Travel Documents, Travel Insurance, and Travel Vouchers

Passport and Other Travel Documents
It is the Customer's sole responsibility to ensure that he/she has a valid passport with minimum 6 months; validity from date of the last departure point as well as the necessary visas, vaccinations, health certificates and all necessary travel documents as required by the various government authorities of the country(ies) to be visited (e.g. exit permit, work permit, social visitor pass etc.).

Travel Insurance
Purchase of travel insurance is strongly recommended with respect to unforeseen circumstances such as trip cancellation, personal baggage loss, personal accident, injury or illness.
Under no circumstances shall the Company be construed as a carrier under contract for safe carriage of the Customer or his / her baggage/belongings.
The Company will be pleased to assist in the inquiries of any travel insurance and related matters.


8. General Matters Relating to Tours

Accommodation is as specified in the tour brochure/ itinerary/booking form. Accommodation for adults is based on twin-share, double or triple-share bedrooms at the nominated or similar standard hotels.
For stays at farms and ski resorts, sharing of bathroom facilities may be necessary. When booking triple-share rooms, please note that the third bed will be a "roll-out" bed. Single room occupancy is at additional cost.

The Customer is allowed check-in baggage not exceeding 20 kilograms. Only one piece of hand luggage not exceeding 7 kilograms is allowed on board the aircraft. Excess baggage must be paid locally by the Customer.

Meals, including meals on board flights, are as indicated in the tour brochure/itinerary/booking form. If meals on board are not served due to whatever reasons, there shall be no refund or replacement.

Special Requests
If there is any special request regarding special meals, dietary requirements, adjoining rooms etc., please inform the Company upon booking. Such requests are subject to availability and confirmation.


9. Pricing Policies

Tour fare excludes
Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, travel insurance, customs user fees and service fees as specified by the airline and airport authorities; laundry, excess baggage charges, beverages, room services, gratuities to drivers and tour leaders / local guides and tips to hotel porters; and personal expenses.
Please refer to the Company for visa fees, gratuities to drivers and tour leaders / local guides, and tips to hotel porters.

Modes of Payment
Payment may be made in cash, via credit card, or by bank transfer. A cheque will only be accepted on a subjective basis.
All payments have to be made out in $ USD (United States Dollars).

Pricing Accuracy
The Company is committed to the avoidance of over or undercharging. To ensure the accuracy of charging, its policy is to list clearly all prices including VAT (GST) in sales invoices and communications materials.
The Company will also clearly indicate any additional charges for extra services that may be incurred by the Customer.

Delivery Services
The Company provides delivery of documents to the Customer upon request. Delivery charges can be found in the sales kit and these shall be communicated to the Customer.

Receipts (Invoice)
The Company shall issue a detailed receipt (Invoice) for each and every payment made.


10. Feedback Mechanism

The Company welcomes feedback from the Customer anytime. Should the Customer have any issue of concern, please contact the Company immediately.
Its feedback channels include:
• Face-to-face feedback
• Written feedback via email to: info@aveneer.kz

The Company will investigate and act to resolve areas of concerns. The interim response is within 2 working days (or 48 hours). Depending on the complexity of the case, the time taken to resolve a complaint is within 21 working days. If it is unable to resolve the complaint amicably, it will refer to mediation channel with mutual consent of the Customer.


11. Marketing Communications

In respect of marketing communications, the Company ensures that its brochures contain sufficient and accurate information on prices (which can be found on the Company's website), quality, availability, and terms of sales.


12. Confidentiality

The Company will safeguard, according to strict standards of security and confidentiality, any information on the Customer.
The Company will limit collection and use of the Customer's personal particulars/information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services.
Every effort shall be made to ensure that the integrity of the Customer's personal particulars and confidential information entrusted to the Company are not compromised unless required to by law.
The Company also undertakes not to divulge the Customer's personal information to any unauthorised third party without prior written consent.


13. Rights and Disclaimers Relating to Tours

Where the Company has not been negligent nor in breach of any duty, it assumes no responsibility for injury, damage, accident, loss, delay or irregularities that may be caused to person or property where such occur as a result of circumstances beyond its control.
The Company is an agent of airlines, transport companies etc., and is not liable for changes made by suppliers but will render assistance wherever possible.
All tickets, coupons, and orders are furnished and issued, subject in every respect to those terms and conditions under which the means of transportation or other services provided thereby are offered or supplied by owners, operators, managing agents or agents of public carriers.
The Company will not be responsible or liable (for damages, refunds or otherwise) for: Mechanical breakdown (except where it is due to negligence on the part of the Company or its agents), government actions, weather, acts of God, strikes, compulsory quarantine or other circumstances beyond its control Failure of the Customer to obtain required documentation (e.g. health certificates, visas, passports etc.).
Failure of the Customer to follow reasonable instructions including but not limited to check-in and check-out places and times The Company reserves the right to withdraw any itinerary or any booking made, or decline or refuse the Customer as a member of the tour, if it appears to the Company that the Customer is likely to endanger the health or safety, or impair the comfort and enjoyment of others on the tour.
In any of the foregoing events, the Company's sole liability shall be limited to refund on tour fare paid.
The Company reserves the right to take photographs and films of the Customer while on tour with the Company to be used for brochures advertising or publicity materials. The Customer will be informed of the use of such materials in publications and other forms of advertising.


14. Links

The Terms and Conditions complement those terms and conditions contained in the relevant documents provided by third party service providers such as airline or cruise tickets, hotel check-ins etc.


15. Miscellaneous

The Company reserves the right to change, amend, insert or delete any of the Terms and Conditions, or policies contained in this document, as the case may be, without prior notice.
Any feedback with regard to the tour must be submitted in writing within 14 days of return from the tour, failing which the Company shall accept no responsibility.