Journey with Peace of Mind

At Gentoura, we believe planning a trip should feel exciting — not complicated. These Terms & Conditions are designed to be clear, fair, and transparent, so you always know exactly where you stand. By using Gentoura's platform — including our website at www.gentoura.com and our WhatsApp advisor, Geni — you agree to the terms outlined below.

1. How Gentoura Works

Gentoura is an AI-powered travel advisory and consultation platform. OurAI advisor, Geni, helps travelers plan and qualify their trip through a personalized conversation. Once all trip details are confirmed, the qualified request is handed off to a trusted local travel agency to finalize pricing, booking, and confirmation.

Important: Gentoura acts as an intermediary platform connecting travelers with local agency partners. The final booking contract is between the traveler and the local travel agency. Gentoura facilitates the consultation and qualification process only.

2. Booking Policy

Getting Started
Once you submit a trip request through Geni (via website or WhatsApp), a representative from our local partner agency will contact you within 24 hours to discuss details and present a customized itinerary.

Confirming Your Booking
A booking is only confirmed once:

• The traveler has reviewed and approved the proposed itinerary
• A deposit has been received by the local agency partner
• A written confirmation has been issued

Deposit Requirements

The remaining balance is due no later than 2 days before the arrival date, or can be settled in cash upon arrival, subject to agency policy.

3. Payments

Accepted Payment Methods

• Bank transfer
• Credit/debit card (Visa & Mastercard)
  *If paying by credit card, a signed authorization form may be required by the local agency
  partner. The signature must match the one on your card and passport.
• Cash (upon arrival, where permitted by the local agency)

Currency
All prices are quoted in USD unless otherwise stated. Local currency equivalents will be provided for reference upon request.

Important Notes

• Multiple bookings may result in multiple charges on your statement.
• A 5% bank processing fee applies to all card-based refund transactions.
• Gentoura does not collect payments directly — all payment transactions are handled by the local agency partner.

4. Cancellation Policy

Standard Cancellation Fees

Peak Season Cancellation Fees (Christmas, New Year, Easter)

Additional Notes

• Airline cancellation fees are separate and subject to the airline's own terms and conditions.
• A 5% bank fee applies to all refunded amounts.
• Cancellation policies may vary for group bookings or custom itineraries — the local agency will confirm at the time of booking.

5. Refunds

• Refunds are processed using the same payment method used for the original transaction.
• Refund processing time: 7–14 business days, depending on your bank or payment provider.
• A 5% bank processing fee is deducted from all refunds.
• No-show policy: If you do not arrive for your confirmed booking without prior cancellation notice, no refund will be issued.
• Partial refunds may apply in cases where only part of the trip was unused, at the agency's discretion.

**6. Force Majeure

Your safety is our priority. In the event of circumstances beyond our control — including but not limited to natural disasters, political unrest, pandemics, government travel bans, or airline cancellations — the following protections apply:

• Free cancellation if an official government "Do Not Travel" warning is issued for your destination.
• Flexible rescheduling to future dates, subject to availability.
• Travel credit or voucher may be offered in lieu of a cash refund, redeemable for any future trip arranged through Gentoura's partner agencies.
• Only airline change or cancellation fees will apply, as per the airline's own terms and conditions.
• Bank surcharge fees apply to the deposit amount paid.

Gentoura and its local agency partners will make every reasonable effort to minimize disruption and offer fair solutions in all force majeure situations.

**7. Accommodation

• All accommodation prices quoted are based on double occupancy (two persons sharing a room) unless otherwise specified.
• Single room supplements are available at an additional cost — please request at the time of booking.
• Hotels and accommodations are selected based on quality, location, and traveler preferences as shared with Geni.
• Specific hotel requests are subject to availability and cannot be guaranteed unless explicitly confirmed in writing by the local agency.

**8. Flights

Domestic Flights

• Prices quoted for domestic flights are estimates and subject to change based on availability at the time of booking.
• Flight timings are approximate and may be subject to airline schedule changes.

International Flights

• Gentoura's local agency partners can assist with sourcing competitive international flight options from your home country to your destination.
• International flight prices are confirmed at the time of booking only and may fluctuate prior to confirmation.

General Flight Notes

• All flight bookings are subject to the airline's own terms, conditions, and fare rules.
• Changes or cancellations to flights will incur the airline's applicable fees.

* 9. Children Policy *

Policy A: Tour Packages, Cruises & Hotels
(Valid for a maximum of one child sharing parents' room)

• Child Age under 2 years old: Free of charge
• Child Age under 6 years old: 25% of adult tour cost
• Child Age under 12 years old: 50% of adult tour cost
• Child Age 12 years and older Full adult price
  Additional supplements may apply if the package includes flights.

Policy B: Day Tours & Excursions

• Child Age under 6 years old: Free of charge
• Child Age under 12 years old: 50% of adult tour cost
• Child Age 12 years and older Full adult price
  Additional supplements may apply if the excursion includes domestic flights or ferry transfers.

### 10. Special Requests
We genuinely want your trip to be perfect. If you have any special requests — dietary requirements, accessibility needs, room preferences, special occasions — please inform Geni during the consultation process.

• All special requests will be noted in your trip brief and communicated to the local agency partner.
• Special requests are not guaranteed unless explicitly confirmed in writing by the local agency.
• Gentoura and its partners will make every reasonable effort to accommodate your needs.

11. Responsibility & Liability

Gentoura operates as a consultation and qualification platform and is not directly responsible for:

• The quality, performance, or conduct of local travel agency partners
• Changes or disruptions caused by airlines, hotels, or other third-party suppliers
• Events beyond our control including weather conditions, political situations, strikes, or natural disasters
• Any additional costs incurred as a result of itinerary changes due to force majeure events

Our local agency partners are independently operated and bear responsibility for the execution of all confirmed bookings. Gentoura takes care in selecting and vetting its agency partners but cannot guarantee the conduct of third parties

12. Tipping

Tipping is a personal expression of appreciation for excellent service. While tipping is customary in many of the destinations we serve, it is entirely at your discretion and is never included in the tour price unless explicitly stated. Your guides, drivers, and hospitality staff will always appreciate your generosity, but you are never obligated to tip.

13. Complaints

We take all feedback seriously and want every Gentoura experience to be exceptional.

• If you encounter any issue during your trip, please notify the local agency representative immediately — most problems can be resolved quickly on the spot.
• If your concern is not resolved satisfactorily, please contact Gentoura's support team via our website or WhatsApp.
• If you wish to raise a formal complaint after your trip, please do so in writing within 10 days of your return date. Complaints submitted after this period may not be considered.

14. General Terms of Use

A. Gentoura's platform and services are intended for users aged 18 and above. Minors under the age of 18 are not permitted to register, submit trip requests, or transact on the platform.
B. By using Gentoura's website or WhatsApp bot, you confirm that all information provided is accurate and complete.
C. Gentoura collects and processes personal data in accordance with our Privacy Policy. Your data is used solely to facilitate trip consultation and agency handoff — it is never soldvto third parties.
D. All content on Gentoura's platform — including AI-generated itineraries, travel guides, and advice — is for informational purposes only and does not constitute a legally binding offer until confirmed in writing by a local agency partner.
E. Gentoura reserves the right to update these Terms & Conditions at any time. Updated terms will be published on www.gentoura.com and take effect from the date of publication.
F. Gentoura does not deal with or provide services to any countries subject to international sanctions in accordance with applicable law.

15. Acceptance ofAgreement

By initiating a trip consultation with Geni — whether on our website or via WhatsApp — and by proceeding to submit a trip request or make a deposit payment, you confirm that you have read, understood, and agreed to these Terms & Conditions in full.
These terms, together with any written confirmation issued by the local agency partner, constitute the entire agreement between the traveler and Gentoura's partner agency for the booked trip.