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These booking terms and conditions apply to bookings made with Etalon Concierge, and they become binding upon acceptance by you and/or the issuance of a confirmation invoice for the booked travel.


References to “Etalon Concierge,” “us,” “we,” or “our” in these booking terms refer to Etalon Concierge, the provider of luxury travel, lifestyle management and concierge services.


1. Acceptance of Terms

  1. By accessing and using the website of Etalon Concierge, you agree to comply with and be bound by the following terms and conditions. If you do not agree with any part of these terms, please refrain from using our website.

  2. These booking terms constitute the sole record of the agreement between the parties regarding the subject matter hereof. No party shall be bound by any express or implied term, representation, warranty, promise, or the like not recorded herein.

  3. In using this website, you are accepting these booking terms. You acknowledge that you are 18 (eighteen) years of age or older and that you understand and have the legal capacity to agree to the booking terms. Your decision to make travel arrangements through us is voluntary, and is not made under duress.


2. Use of Services

  1. Etalon Concierge provides luxury lifestyle management and corporate concierge services. By using our services, you acknowledge that these services are for personal or corporate use and not for any unauthorized or illegal activities.

  2. You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of our services, use of the services, or access to the services without express written permission from Etalon Concierge.


3. User Accounts and Security

  1. To access certain services on our website, you may be required to create a user account. You are responsible for maintaining the confidentiality of your account information, including your username and password.

  2. You agree to notify Etalon Concierge immediately of any unauthorized use of your account or any other breach of security.


4. Privacy Policy

  1. Our Privacy Policy outlines how we collect, use, and protect your personal information. By using our website, you consent to the terms of our Privacy Policy.


5. Intellectual Property

  1. All content on this website, including but not limited to text, graphics, logos, images, audio clips, and digital downloads, is the property of Etalon Concierge and is protected by international copyright laws.

  2. You agree not to use any trademarks, service marks, or other proprietary information without obtaining prior written consent from Etalon Concierge.


6. Limitation of Liability

  1. Etalon Concierge shall not be liable for any direct, indirect, incidental, special, or consequential damages resulting from the use or inability to use our services.

  2. We do not guarantee the accuracy, completeness, or reliability of any content on our website.


7. Amendments

  1. Etalon Concierge reserves the right to amend or modify these terms and conditions at any time without prior notice.

  2. Continued use of our website after any changes to the terms indicates your acceptance of the modified terms.


8. Agreements with Third-Party Service Providers

  1. When you book travel through Etalon Concierge, you enter into agreements with third-party service providers, such as airlines, hotels, and tour operators. These providers have their own terms and conditions, and any inconsistency between the booking terms and third-party agreements will be governed by the latter.

  2. Etalon Concierge acts solely as an agent for third-party service providers, and you acknowledge that we are not liable for any loss, damage, or injury resulting from the actions or failures of these providers.


9. Prices & Payment

  1. Prices for bookings are subject to availability and may change without notice. We will confirm the correct price at the time of payment. All prices are quoted in South African Rand.

  2. Payments can be made through various methods, including cash, credit cards, electronic fund transfer, and gift cards. Service fees, non-refundable in case of cancellation, may apply based on the service provided.


12. Frequent Flyer Programs 

  1. You should provide frequent flyer details during the booking process. We do not guarantee the crediting of points by third-party service providers and cannot confirm upgrade requests.


13. Travel Documents

  1. It is your responsibility to ensure the accuracy of names, travel dates, and other details on travel documents. Any errors should be reported immediately.

  2. Travel documents will be shared electronically before travel.


14. Cancellation or Changes

  1. Cancellations or changes must be notified in writing before departure. Penalties may apply based on third-party service provider policies.

  2. Refunds are subject to the cancellation policy of the relevant third-party service provider.

  3. We do not accept any liability or costs incurred that may result from any cancellations and/or changes which you require to your booking. Refunds, if applicable, will only be made to the person named on the booking payment receipt, unless otherwise agreed upon in writing by all travellers listed on a booking. All refunds will be made in the same manner in which the payment was made (i.e. payment via credit card, refund onto the same credit card etc). If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim these charges from your travel insurer, however that will have to be arranged by you directly with the insurer.

  4. All bookings which are canceled less than 48 hours before travel are subject to 100% of Etalon Concierge’s service fees and any cancellations made 48 hours or more before date of travel will be subject to 60% of Etalon Concierge’s service fees. 

  5. Travel bookings are non-transferable and name changes are not permitted. You will forfeit the fare if you do not fly or do not notify the airline or your travel expert of your intention not to travel, prior to your scheduled departure. Tickets must be travelled on in the sequence they are booked, if not, the ticket will be forfeited.


15. Refunds

  1. All refunds are subject to the cancellation policy of the relevant third-party service provider. Etalon Concierge will only process a refund upon receiving funds from the third-party service provider.

  2. If the third-party service provider is able to provide a refund, you must complete and submit a refund consent form provided by Etalon Concierge. Refunds will be issued in the same manner as the original payment (e.g., credit card).

  3. Etalon Concierge may charge a reasonable service fee for cancellations and/or refunds, except in instances where the cancellation and/or refund is in lieu of death, hospitalization, and illness as per the Consumer Protection Act.

  4. Etalon Concierge will make reasonable efforts to process all refunds within a reasonable time frame. Airline ticket refunds may take a minimum of 12 weeks due to various factors.

  5. Any refund amounts received from a refund application will be retained by Etalon Concierge for 36 months. Within this period, every reasonable effort will be made to contact you and advise on the refund amount. If all attempts to reach you are unsuccessful within the 36-month period, the refund amount will be forfeited.

  6. For corporate clients, all unused tickets will be tracked and submitted for refunds. The full amount, less an administration fee, will be refunded to corporate clients.


16. Taxes 

  1. You acknowledge and agree that you will be responsible for any additional taxes imposed by the relevant country or city visited, including, but not limited to, local city tax or departure tax.

  2. Certain countries may impose additional departure, hotel, or other taxes that must be settled locally. It is advised to retain sufficient local currency to meet these charges.

  3. Your responsibility extends to declaring any personal items with the appropriate authorities, such as the South African Revenue Service, prior to departure.


17. Impossibility of Performance

  1. In certain circumstances beyond the reasonable control of any party, it may be necessary to cancel travel due to events that make performance impossible. These circumstances include, but are not limited to: strikes, terrorism, war, invasion, civil war, pandemic or epidemic outbreaks, and any other event beyond reasonable control.

  2. If any party is prevented from or delayed in performing its obligations due to such circumstances, it must notify the other parties in writing of the nature and expected duration of the circumstances and the obligation affected.

  3. The party affected by the event rendering performance impossible will be excused from performance or punctual performance for as long as the circumstances of prevention or delay continue.


18. Passports and Visa Requirements

  1. A valid passport is required for all passengers, including infants, when traveling internationally. Passports must be valid for at least six months after the date of intended return and must have a minimum of two blank pages.

  2. It is the responsibility of the traveler to ensure compliance with the immigration laws of all countries visited on the itinerary.

  3. Ensure you have all required supporting documentation or visas 

  4. Visas are required for South African passport holders for most destinations. You acknowledge and agree that Etalon Concierge is not liable for any claims or costs associated with entry being denied, changes in visa requirements, travel bans, restrictions, or denial into a country due to incorrect visas, insufficient supporting documentation, internal security matters, customs, or home affairs-related matters.

  5. Etalon Concierge is not responsible for any incorrect visa information obtained from this third-party tool.

  6. Processing time for visa applications varies and Etalon Concierge will advise clients on individual processing time for their visas if the client makes use of visa services. It is recommended to allow sufficient time for visa processing.


19. Social Media

  1. You agree that your use of our social media pages, including but not limited to Instagram, Twitter, Tik Tok, Facebook, and Pinterest accounts, will not be defamatory, unlawful, obscene, offensive, hateful, abusive, inflammatory, threatening, invasive of anyone’s privacy, or otherwise contain objectionable comments and/or content.

  2. Discrimination on grounds of race, sex, religion, nationality, disability, religion or belief, sexual orientation, being a transsexual person, or age is prohibited.

  3. Etalon Concierge reserves the right to remove any comment, thread, or content without prior warning. 

  4. Etalon Concierge reserves the right to bring legal proceedings against any individual for a breach of these rules or law generally, or take such other action as we reasonably deem appropriate.


20. Legal Recourse

  1. These terms and conditions are governed by and construed in accordance with the laws of South Africa

  2. In the event that it becomes necessary for us to engage attorneys to enforce any of our rights under these booking terms or otherwise, you shall be liable for our legal fees on an attorney and own client scale.

  3. The laws of South Africa will govern any dispute between the parties arising from these booking terms. The parties agree, consent, and submit to the jurisdiction of the High Court of South Africa, Gauteng Local Division, Johannesburg, or any successor thereof, with jurisdiction to adjudicate and determine any suit, action, or proceeding arising from these booking terms. However, nothing in these booking terms will prevent us from approaching any other High Court of South Africa having jurisdiction for relief, as may be determined by us in our discretion from time to time.

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