This document is the official proposal (public offer) of “SANTAL TOUR” LLC to enter into a contract for the sale of a travel product on the terms set out below.
By submitting a request on the website, by phone or at our office and making a payment, you fully and unconditionally accept these terms. From that moment the contract is deemed concluded.
1. General provisions
“Agency” means “SANTAL TOUR” LLC, operating under a licence for tourism activity. “Traveller” means the individual who submits a request and pays for a tour, for themselves or for other people.
“Tour” means a package of transport, accommodation and related services sold at a single price.
The Agency may amend the terms of this offer. A new revision takes effect on the date it is published on this page. Tours already paid for are governed by the revision in force on the day of payment.
2. Subject of the contract
The Agency selects, books and hands over the travel product to the Traveller, and the Traveller accepts and pays for it.
The Agency works mainly with outbound destinations. Tours last from 5 to 20 days. Standard, delux and lux service classes are available.
- Selection of destination, dates and service class.
- Booking of flights, hotel and transfers.
- Arrangement of medical insurance for the duration of the trip.
- Handover of confirmation documents to the Traveller before departure.
3. What the tour price includes
Unless the booking confirmation states otherwise, the tour price includes:
- return flights along the tour route;
- accommodation in a hotel of the selected category with the stated meal plan;
- airport — hotel — airport transfers;
- medical insurance for the entire duration of the trip.
4. What is paid separately
Unless the parties agree otherwise, the following is not included in the tour price and is paid by the Traveller:
- consular fees and visa processing where the destination requires a visa;
- excess baggage beyond the airline's allowance;
- excursions and services not listed in the tour programme;
- meals outside the booked meal plan, drinks, minibar;
- personal expenses, tips, resort and city taxes collected locally;
- issuance of a passport and notarised consents for children travelling abroad.
5. Booking
A request may be submitted through the form on the website, by phone or at our office. A request in itself is not a booking and does not bind either party.
After the request the Agency confirms availability, the final price and the payment deadline. A booking is deemed confirmed once payment has been received in the amount stated in the invoice.
- The Traveller provides the details of all participants exactly as they appear in their passports.
- The Traveller is responsible for errors in the details provided and for their consequences.
- Passport validity must meet the requirements of the destination country.
6. Price and payment
All prices on the website and in invoices are stated in soum (UZS) and include all mandatory charges except those listed in section 4.
The tour price is fixed at the moment the booking is confirmed. Before confirmation the price may change in line with airline and hotel tariffs.
- deposit on booking — from 50 % to 70 % of the tour price; the exact amount is stated in the invoice;
- final settlement — no later than 2–3 days before the departure date;
- payment methods: cash at the Agency's office and bank transfer to the Agency's account;
- for online payments the Traveller receives an electronic receipt with a QR code.
7. Changes requested by the Traveller
The Traveller may request changes to dates, hotel, participants or route. The Agency forwards the request to its suppliers but cannot guarantee that it will be accepted.
Where a change is possible, the Traveller pays the difference in price and the actual costs of re-issuing the booking.
8. Cancellation by the Traveller
The decision to cancel a trip is taken by the Traveller alone. Cancellations are accepted in writing only — by a statement at our office or by email to info@santaltour.uz; the date of cancellation is the day the Agency receives the notice.
A tour that has been sold and confirmed is not cancelled unilaterally by the Agency.
Money paid for the tour is not refunded if the Traveller cancels. The reason is that air tickets, hotel bookings and insurance policies are purchased by the Agency in advance, and the suppliers do not return those amounts.
- cancellation by the Traveller at any point — the amount paid is not refunded;
- a no-show for the flight counts as a cancellation;
- refusal of entry by border or consular authorities gives no right to a refund;
- changing dates or the party instead of cancelling is possible by agreement — see section 7.
9. Refunds
If the trip does not take place through the fault of the Agency — a technical or organisational error on our side — the Traveller is refunded up to 100 % of the amount paid.
Refunds are made on the basis of a written application from the Traveller with proof of payment attached. The refund period is 10 working days from the date the application is accepted. Money is returned by the same method used for payment: a card payment is refunded to the same card.
Bank and payment system fees withheld at the time of payment are not refundable. Cancellations initiated by the Traveller are covered by section 8 — those amounts are not refunded.
10. Cancellation and changes by the Agency. Force majeure
The Agency may cancel or change a tour where performance has become impossible for reasons beyond its control: flight cancellation, border closures, withdrawal of a supplier's licence, natural disasters, hostilities, epidemics or decisions of public authorities.
In such cases the Agency offers an equivalent replacement or refunds the amount paid, less costs actually incurred and supported by documents.
Neither party is liable for failure to perform caused by force majeure.
11. Obligations of the Agency
The Agency undertakes to:
- provide accurate information about the tour, travel conditions and the rules of the destination country;
- book the services paid for and hand over the documents to the Traveller before departure;
- stay reachable during the trip on the phone numbers listed on the website;
- process the Traveller's personal data in accordance with section 14.
12. Obligations of the Traveller
The Traveller undertakes to:
- provide accurate details for all participants of the trip;
- pay for the tour within the agreed deadline;
- hold valid documents: passport, visa where required, consents for children travelling abroad;
- comply with the laws of the destination country and the rules of the carrier, hotel and insurer;
- arrive at the departure point at the stated time.
13. Liability
The Agency is not responsible for decisions of consulates and border authorities: a refusal of a visa or of entry is not grounds for a refund beyond the rules of section 8.
The Agency is not responsible for flight cancellations and delays, schedule changes made by the carrier, or the quality of services provided to the Traveller on site by third parties.
The Agency is not responsible for the loss of the Traveller's documents, baggage or valuables, or for costs arising from the Traveller's breach of local law.
14. Personal data
By submitting a request, the Traveller consents to the processing of their personal data and that of the other participants whose details they provide: surname, given name, date of birth, passport details and contact details.
Data is processed solely for booking and arranging the trip and is passed to airlines, hotels, insurers and consulates to the extent necessary to deliver the services.
Consent may be withdrawn by written application. Withdrawal of consent before the end of the trip makes performance of the contract impossible and is treated as cancellation by the Traveller.
15. Complaints and dispute resolution
Complaints about the quality of services must be submitted in writing within 20 days after the end of the trip, with supporting documents attached.
The Agency reviews a complaint within 10 working days of receipt.
Disputes are settled through negotiation. If no agreement is reached, the dispute is referred to the court at the Agency's location in accordance with the law of the Republic of Uzbekistan.
16. Validity of the offer
This offer is valid indefinitely — until it is withdrawn or replaced by a new revision.
The current revision is always published on this page; the revision date is shown at the top of the document.
17. Seller's details
- Legal entity
- “SANTAL TOUR” MCHJ
- Director
- Bogoutdinova Iroda Afzal qizi
- Postal address
- 100093, Tashkent, Yunusabad district, Husniobod mahalla, block 2, house 34, apartment 70
- Opening hours
- Monday–Saturday, 09:00–18:00
- Taxpayer ID
- 313 193 884
- info@santaltour.uz