Last Updated: March 25, 2025

Customer Service Policies for Explorest Travel

At Explorest Travel, we are dedicated to providing exceptional service to ensure your travel experiences are seamless, enjoyable, and unforgettable. Our customer service policies are designed to offer clarity and support at every stage of your journey. Please review our policies below:

1. Booking and Confirmation

• All bookings must be made through our website, over the phone, or via email. Once your booking is confirmed, you will receive a confirmation email with details of your itinerary.
• It is the responsibility of the customer to ensure that all personal details, travel dates, and other information provided during the booking process are accurate. Please review your confirmation email carefully and inform us of any discrepancies within 24 hours.

2. Payment Policy

• Full payment or a deposit is required to confirm your booking, depending on the nature of the trip and the supplier’s requirements.
• Payments can be made using the methods specified on the website (e.g., credit/debit cards, bank transfer). Additional payment terms may apply depending on the service or destination.
• Please note that certain trips may require advance deposits, especially for safaris and custom tours. The balance will be due as specified in the booking confirmation.

3. Cancellation and Refunds

• If you need to cancel your booking, please notify us as soon as possible. Cancellation fees may apply depending on the timing of the cancellation and the specific services booked.
• Our cancellation policy will be provided at the time of booking, outlining specific terms, fees, and deadlines based on the services and destination.
• Cancellations made outside of the specified terms may be subject to applicable fees or non-refundable charges.
• Refunds, when applicable, will be processed according to the original method of payment and may take 7-14 business days to complete.

4. Changes to Bookings

• If you wish to modify your booking, such as changing dates or destination, please contact us as soon as possible. We will do our best to accommodate changes but cannot guarantee availability or pricing.
• Changes to bookings may incur additional fees depending on the provider’s policies and availability. Any changes requested within 7 days of departure may be subject to stricter conditions.

5. Travel Insurance

• We highly recommend purchasing travel insurance to protect your trip against unforeseen events such as trip cancellations, delays, or medical emergencies. Explorest Travel offers travel insurance through Allianz Travel Insurance.  To obtain a quote, please visit our Travel Protection page.

6. Customer Support

• Our customer support team is available to assist you with any questions or concerns before, during, and after your trip. You can reach us by phone, email, or live chat on our website.
• We aim to respond to all inquiries within 24 hours on business days. If your inquiry is urgent, please let us know, and we will prioritize your request.

7. Special Requests

• If you have any special requests (e.g., dietary restrictions, accessibility needs, specific accommodations), please notify us at the time of booking. While we will make every effort to accommodate your needs, we cannot guarantee that all requests can be met, depending on availability or the nature of the service.

8. Customer Satisfaction

• Your satisfaction is our top priority. If you experience any issues during your trip, please inform our local representatives immediately so we can address the matter promptly.
• If you feel that your concerns have not been resolved to your satisfaction, please contact our customer service team so we can work with you to find a solution.

9. Privacy and Data Protection

• Explorest Travel is committed to protecting your privacy. Any personal data collected during the booking process will be used solely for the purpose of fulfilling your travel arrangements.
• We comply with all applicable data protection laws and will never sell or share your personal information with third parties without your consent.
• Please visit our Privacy Policy page for more details about how we protect your privacy, and what information we may share.

10. Responsibility and Liability

• While Explorest Travel takes every precaution to ensure your safety and satisfaction, we are not responsible for third-party services, including accommodations, transportation, and activities, that are provided by suppliers.
• Explorest Travel is not liable for any loss, injury, or inconvenience caused by circumstances beyond our control, including but not limited to weather events, natural disasters, strikes, or other unforeseen incidents.

11. Feedback and Complaints

• We value your feedback! After your trip, you will receive a survey to share your experience. Your input helps us improve our services.
• If you have any complaints, please contact our customer service team immediately so we can resolve the issue in a timely and professional manner.

By booking with Explorest Travel, you agree to comply with these policies. We look forward to providing you with an extraordinary travel experience!