1. Booking Process

1.1 Making a Booking

A booking is confirmed only when you receive a booking confirmation email from Onboard Exclusive Tours with a unique booking reference number. All bookings are subject to availability and acceptance by Onboard Exclusive Tours.

1.2 Booking Information

You must provide accurate and complete information when making a booking. This includes:

• Full name of all participants
• Valid contact information (email and phone)
• Pickup and drop-off locations (for transfers)
• Flight details (for airport transfers)
• Special requirements or requests
• Number of passengers and luggage

1.3 Booking Confirmation

Upon successful booking, you will receive a confirmation email containing your booking reference, service details, payment information, and contact details for any queries.

2. Payment Terms

2.1 Payment Methods

We accept the following payment methods:

• Credit cards (Visa, Mastercard, American Express)
• Debit cards
• Electronic payment services (Paystack, PayFast)
• Bank transfers (for advance bookings)

2.2 Payment Schedule

Immediate Services: Full payment is required at the time of booking for services within 48 hours.

Advance Bookings: A deposit of 30% is required to confirm the booking, with the balance due 48 hours before the service date.

Multi-Day Tours: A deposit of 50% is required to confirm the booking, with the balance due 7 days before the tour start date.

2.3 Currency

All prices are quoted in South African Rand (ZAR). Payments in other currencies may be subject to exchange rate fluctuations and conversion fees.

2.4 Payment Security

All payment transactions are processed through secure, PCI-DSS compliant payment gateways. We do not store your complete credit card information on our servers.

3. Cancellation Policy

3.1 Cancellation by Customer

Cancellations must be made in writing via email to bookings@obetours.co.za with your booking reference number.

3.2 Cancellation by Onboard Exclusive Tours

Onboard Exclusive Tours reserves the right to cancel any booking due to:

• Adverse weather conditions or natural disasters
• Vehicle breakdown or technical issues
• Staff unavailability due to illness or emergency
• Government restrictions or safety concerns
• Insufficient bookings for group tours

In such cases, you will receive a full refund or the option to reschedule at no additional cost.

3.3 Refund Processing

Approved refunds will be processed within 7-10 business days to the original payment method. Bank processing times may vary.

4. Modification Policy

4.1 Changes to Bookings

Modifications to confirmed bookings are subject to availability and must be requested at least 48 hours before the service date. Changes may include:

• Date or time changes
• Pickup or drop-off location changes
• Number of passengers (within vehicle capacity)
• Tour itinerary adjustments

4.2 Modification Fees

More than 48 hours before service: No fee for first modification, R200 for subsequent modifications

Less than 48 hours before service: R500 modification fee (subject to availability)

4.3 Price Adjustments

If modifications result in a price increase, you must pay the difference before the service date. If the price decreases, the difference will be refunded.

5. Service Terms

5.1 Pickup and Timing

Airport Transfers: Drivers will wait up to 60 minutes after scheduled landing time at no extra charge. Additional waiting time is charged at R150 per 30 minutes.

Other Services: Drivers will wait up to 15 minutes after scheduled pickup time. Additional waiting time is charged at R150 per 30 minutes.

Late Arrivals: If you are more than 30 minutes late without notification, the booking may be cancelled with no refund.

5.2 Passenger Capacity

Vehicle capacity includes both passengers and luggage. Standard allowance is one large suitcase and one carry-on per passenger. Excess luggage must be declared at booking and may incur additional charges.

5.3 Child Seats

Child seats are available upon request at no additional charge. You must specify the age and weight of children requiring seats at the time of booking. South African law requires appropriate child restraints for children under 3 years.

5.4 Special Requirements

Please inform us of any special requirements at the time of booking, including:

• Wheelchair accessibility
• Mobility assistance
• Dietary restrictions (for tours with meals)
• Medical conditions requiring attention
• Language preferences

5.5 Conduct

Passengers are expected to behave respectfully towards drivers, guides, and other passengers. Onboard Exclusive Tours reserves the right to refuse service or terminate a booking without refund if a passenger:

• Is intoxicated or under the influence of drugs
• Behaves in a threatening or abusive manner
• Damages vehicle or property
• Smokes in the vehicle
• Violates safety regulations

6. Liability and Insurance

6.1 Our Liability

Onboard Exclusive Tours maintains comprehensive insurance for all vehicles and public liability insurance. Our liability is limited to direct damages and does not exceed the total booking value.

6.2 Personal Belongings

Onboard Exclusive Tours is not responsible for loss, theft, or damage to personal belongings. Passengers are advised to keep valuables with them at all times and ensure adequate travel insurance coverage.

6.3 Travel Insurance

We strongly recommend that all passengers obtain comprehensive travel insurance covering:

• Trip cancellation and interruption
• Medical expenses and emergency evacuation
• Personal belongings and luggage
• Personal liability

6.4 Force Majeure

Onboard Exclusive Tours is not liable for failure to provide services due to circumstances beyond our control, including natural disasters, strikes, civil unrest, government actions, or pandemics.

7. Complaints and Feedback

7.1 During Service

If you experience any issues during your service, please contact our 24/7 support line immediately at +27 73 410 7329. We will make every effort to resolve the issue promptly.

7.2 Post-Service Complaints

Complaints must be submitted in writing within 7 days of service completion to complaints@obetours.co.za. Include your booking reference and detailed description of the issue.

7.3 Resolution Process

We will acknowledge your complaint within 24 hours and provide a full response within 7 business days. If you are not satisfied with our response, you may escalate to our management team.

8. Additional Terms

8.1 Photography and Marketing

Onboard Exclusive Tours may take photographs or videos during tours for marketing purposes. If you do not wish to be photographed, please inform your guide at the start of the tour.

8.2 Third-Party Services

Some tours may include services provided by third parties (e.g., wine tastings, attractions). Onboard Exclusive Tours acts as an agent for these services and is not liable for their quality or availability.

8.3 Pricing Errors

In the event of a pricing error on our website, we reserve the right to cancel the booking and offer a full refund or the option to proceed at the correct price.

8.4 Group Bookings

Special terms may apply to group bookings (8+ passengers). Please contact us directly for group booking terms and discounts.

9. Contact Information

For booking inquiries, modifications, or cancellations, please contact us:

10. Acceptance of Terms

By making a booking with Onboard Exclusive Tours, you acknowledge that you have read, understood, and agree to be bound by these Booking Terms and Conditions, as well as our Terms of Service and Privacy Policy.