General Conditions of Sale

Subject
These General Terms and Conditions of Sale apply to all commercial transactions concluded between the travel agency ANOUALÉ and its clients. They govern the conditions for booking, payment, modification, and cancellation of services provided by the travel agency.

The website www.anouale.com (hereinafter referred to as the “Site”) provides access to a travel portal operated by the company, enabling the booking and purchase of holidays, island combinations, private or escorted tours, accommodations, excursions, and car rentals.

These General Terms and Conditions of Sale are intended to help you understand your commitments and are communicated to you before the confirmation of any firm reservation. Confirmation constitutes your acceptance of the general terms. The client acknowledges having read these General Terms and Conditions of Sale, the specific terms of the service provider concerned, and the description of the chosen service on the Site.

Anoualé acts as a Tour Operator or intermediary for products and services not directly provided by us (accommodation, excursions, transport, cruises, etc.). As such, booking and cancellation terms may vary depending on the providers involved.

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1.0 REGISTRATION

To receive a customized travel itinerary with indicative pricing, you may request a quote through the form on www.anouale.com, via email at info@anouale.com, or by phone at +230 52 58 36 94. Some services may be booked and paid for through our official website via the “Book Online” section. Upon receiving your request, a travel advisor will contact you within 48 hours to further discuss your travel expectations. A proposal or quote will then be emailed to you within 48 hours, unless otherwise specified. Quotes are valid for a specific period as indicated in the quote and subject to availability.

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1.1 Signature

Before making any payment, it is the traveler’s responsibility to verify all aspects of their reservation. The quote must be signed prior to payment, which constitutes agreement with the agency’s and providers’ terms. Until the final quote is signed and the deposit is paid, no service is guaranteed. If availability or prices change in the meantime, a revised quote may be issued. Anoualé will endeavor to offer a comparable alternative or shift travel dates to maintain the initial price. If unavailable, a service of similar or superior category will be offered, possibly at a revised rate.

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1.2 Quote

After one of our advisors creates your quote, it can be reviewed and accepted directly on our website. Secure online payment or bank transfer options are available. A deposit (or full payment if departure is within 35 days) is required to confirm and initiate bookings.

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1.2.1 Types of Quotes

All quotes are tailor-made according to your preferences, budget, and duration of stay, except in the case of "promotional sales".

• Individual (stays, combinations, honeymoon, tours, etc.)

• Group (private, escorted, etc.)

• Promotions

2.0 PAYMENT

Quotes can be reviewed and accepted via www.anouale.com. Through secure payment or transfer, you may pay a deposit or the total amount if departure is in less than 35 days.

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2.1 Administration Fees

A fee of €15 per person applies to all registrations (exceptions may apply on a case-by-case basis).

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2.2 Deposit

To confirm a trip, a deposit of at least 30% of the total cost is required. For promotional offers, a higher deposit may be required (up to 50% for cruises). Clients will be notified in advance.
Important: If booking occurs less than 35 days before departure, full payment is required.

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2.3 Balance

The remaining balance is due at least 35 days before departure. A reminder email will be sent beforehand. If unpaid beyond the deadline, the agency reserves the right to cancel the booking and retain the deposit. The balance may be paid in monthly installments, free of charge, up to 35 days before departure.

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2.4 Payment Methods:

• Bank transfer: With proof of payment.

• Credit Card (Visa/Mastercard): Via secure 3D Secure link; a 5.65% processing fee applies.

• Credit Card (American Express): Via secure 3D Secure link; a 5.85% processing fee applies.

• Travel Gift Card: Available for purchase on our website under "Book Online".

Other forms of payment (e.g., cheques, holiday vouchers, Diners Club) are not accepted.

Upon full payment, an invoice and an electronic travel document will be sent to the client.

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3.0 TAXES

Although prices include taxes, municipal, government, or hotel-imposed taxes are not included and must be paid on site. These may vary at any time and cannot be quoted precisely in advance.

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4.0 OTHER EXPENSES

Not included in Anoualé packages:

• Personal expenses

• Gratuities

• Phone charges

• Meals not specified in the itinerary

• Personal transport

• Visa fees

• Excursions not mentioned in the itinerary

• Any service not specified in the program

 

5.0 CONDITIONS FOR MODIFICATION AFTER CONFIRMATION OF THE QUOTE

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– LAND SERVICES -

Any modification to a file, other than an increase in the number of travelers or the addition of land services before departure, will incur the following charges:

• More than 60 days before departure: €25 per person

• Between 59 and 10 days before departure: €50 per person

• Less than 9 days before departure: €150 per person

- AIR SERVICES - 

Any modification to a flight ticket, other than an increase in the number of travelers or addition of paid services before departure, will incur a minimum charge of €120 per ticket, excluding any applicable fare difference. Promotional tickets are non-modifiable.

These charges are in addition to any fees applied by the service provider, which will be communicated to the client prior to execution.

 

5.1 Modifications Initiated by the Travel Agency

Due to unforeseen circumstances, a supplier or service provider of Anoualé may be required to alter the services initially described. Such changes will not be considered substantial modifications to the core elements of the trip. Whenever possible, the client will be informed in advance, and a service of similar quality or category will be offered. No compensation can be claimed by the client in such cases.

In certain destinations, itineraries or self-drive tours may be reversed, though all visits and stops will be maintained.

Clients are advised that unexpected situations, especially abroad, may lead to deviations from the described itinerary. Public holidays, religious festivals, strikes, demonstrations, or other unforeseen events in the destination country may alter scheduled visits or tours, for which Anoualé cannot be held responsible.

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6.0 CANCELLATION AFTER QUOTE CONFIRMATION

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What Constitutes a Cancellation

The following changes may be considered cancellations:

• Change in departure or arrival city

• Change in travel dates

• Change in accommodation

• Cancellation of a service to rebook another

• Name change of a traveler (even for spelling errors or title changes, which may incur fees)

6.1 Cancellations Initiated by the Client

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6.1.1 Once the deposit has been paid, the booking becomes final. Cancellation fees apply from this point. All cancellations must be submitted in writing (via email) to the agency.

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6.1.2 Each cancellation request (for an entire file or a single participant) will incur an administrative fee of €100 per person, in addition to the cancellation fees outlined below.

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6.1.3

– LAND SERVICES -

For services at the destination (e.g., reception, accommodation, cruise, transfers, vehicle rental, chauffeur, meals, excursions, holiday dinners):

• Up to 60 days before departure: 20% of total trip cost (excluding insurance)

• 59 to 40 days before departure: 50% of total cost

• 39 to 10 days before departure: 75% of total cost

• Less than 9 days before departure: 100% of total cost

– AIR SERVICES-

For any flight-related service: €250 per ticket minimum, excluding taxes. Promotional airfares are non-refundable.

 

6.1.4 No-shows on the day of departure will result in a 100% penalty of the total travel cost.

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6.1.5 Cancelling a participant may lead to additional costs for the remaining travelers (e.g., single supplement, vehicle rental cost redistribution, etc.).

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6.1.6 During school holidays or high-demand seasons (e.g., Christmas and New Year), cancellation fees may reach 100% of the total trip cost, excluding insurance.

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6.1.7 Due to special conditions applied by hotels during the period December 17 to January 9, cancellations caused by unforeseeable events such as strikes or natural disasters will not be refunded. Travel insurance is strongly recommended for this period.

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6.1.8 For certain destinations or special offers (flash sales, promotional deals), partners may charge up to 100% cancellation fees from the time of firm booking. Anoualé reserves the right to apply the same.

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6.1.9 In all cancellation cases, administrative fees and insurance premiums are non-refundable.

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6.2 Cancellations Initiated by the Travel Agency

6.2.1 If a fundamental element of the contract becomes impossible to fulfill due to external circumstances, Anoualé will promptly inform the client and propose either an alternative or a substitute trip/service.

6.2.2 If the client declines the substitute offer, they will receive a full refund of all payments made, without penalty, within 30 business days of cancellation.

6.2.3 If the client does not respond within 5 business days of notification, acceptance of the substitute offer will be assumed.

6.2.4 If the client later wishes to rebook the same trip previously cancelled by Anoualé, the price applicable will be the current rate at the time of the new booking, not the rate at the time of the original reservation. No compensation will be due in cases of force majeure, extraordinary circumstances, or events (e.g., natural disasters, strikes, civil unrest) that prevent the execution of the trip for safety reasons.

6.2.5 Administrative fees and insurance are not refundable in the event of agency-initiated cancellation.

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7.0 VISAS AND FORMALITIES

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7.1 Visas

Before entering into the travel contract, the organizer and/or retailer will inform the client of the various administrative and/or health formalities required to carry out the trip (e.g., identity card, passport, visa, vaccinations, etc.). It is the client’s sole responsibility to fulfill these requirements and bear any associated costs. The client is solely responsible for securing the visa(s) necessary for the chosen destination. The administrative and health formalities listed for each country are for informational purposes only. The client must ensure that all travel documents are valid, legible, undamaged, and not expired.

If the agency assists with a visa application on behalf of the client (e.g., helping to complete or submit online visa applications), additional service fees may apply—starting from €50 per person, per visa, depending on the destination. Anoualé cannot be held liable in the event a visa is refused.

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7.2 Passport

Some destinations require that your passport be valid for at least six months beyond your return date. As administrative and health regulations may change between booking and departure, clients are strongly advised to verify current entry requirements prior to traveling.

The traveler must also ensure that the spelling of their name matches exactly with that on their passport or identity documents. Any discrepancies, even minor typographical errors, may result in significant costs or full cancellation without refund. Please double-check all personal information during the booking process.

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7.3 Unaccompanied Minors

For minors traveling without their legal guardians, the following documents are required:

• A valid identity card or passport (valid for at least six months beyond return, depending on destination)

• A visa (as required by the destination country)

• A signed Parental Authorization to Leave the Country form, signed by a legal guardian

• Family record book (to confirm legal guardianship of the minor)

7.4 Insurance Certificates

Certain countries require proof of insurance coverage for your stay. If you are traveling to such a destination, ensure you are covered either through your bank or by an insurance policy purchased via Anoualé or another provider.

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Failure to provide the required documents or to comply with airport, airline, or immigration requirements—resulting in a shortened or denied trip—will not be the responsibility of Anoualé. No refunds will be issued in such cases. Clients are strongly encouraged to take out comprehensive travel insurance covering these risks.

 

We also advise regularly checking the official airline and government websites for real-time updates on entry requirements for your travel destination.

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8. INSURANCE

Insurance is not included in the standard quotes provided. However, clients may optionally purchase cancellation or comprehensive (multi-risk) insurance through one of our recommended partners:

• CHAPKA – For full terms and conditions, visit their website: Click here

• ACS – For full terms and conditions, visit their website: Click here

Insurance premiums are payable at the time of booking, alongside the deposit or any other payment made when signing or confirming the travel contract. Since insurance products and coverage may change over time, your travel advisor will inform you of the available options at the time of booking. The general and specific terms of these insurance contracts can be viewed on the insurer’s website or obtained upon request from your travel advisor. Anoualé cannot act on behalf of the insurer with respect to coverage conditions. Only the insurer’s official documentation and communications are legally binding.

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9. PRICE REVISION CLAUSE

The prices stipulated in the travel contract are non-revisable, except in the following specific cases, where Anoualé reserves the right to adjust the prices—upward or downward—to account for significant variations between the booking date and the departure date:

• Transport costs, especially fuel prices

• Fees and taxes applicable to travel services, such as airport landing or embarkation/disembarkation taxes

• Exchange rates applicable to the travel or stay

Should such adjustments be necessary, an email will be sent to the client with full details and updated pricing. The new amount will be automatically reflected in our system, and the price difference must be paid either immediately or at the time of the balance payment.

Typically, any increase will not exceed 8% of the relevant portion (flights or transfers). Refusal to accept such a price revision will be treated as a cancellation and will be subject to the agency's standard cancellation terms.

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10. GROUP TRAVEL

Certain group trips organized by Anoualé may be governed by a specific contract agreed upon between the agency and the client. Such contracts may include special terms regarding cancellation and modification, which will take precedence over the general conditions described herein.

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11. CLIENT RESPONSIBILITIES

Although Anoualé manages the trip arrangements, it remains the client’s sole responsibility to:

• Stay informed of the entry requirements and restrictions of the destination country

• Arrive at the airport at least 3 hours before the scheduled departure time

• Understand the baggage weight and content policies; any excess baggage costs are the client’s responsibility. If a bag is denied at customs, Anoualé cannot be held responsible for missed departures or non-refundable tickets

• Carry all required valid travel documents

• Ensure that pre-/post-travel connections (by train, car, bus, or flight) are punctual; Anoualé is not responsible for missed flights due to delays in such connections, nor can it guarantee a refund of the airfare. However, the agency may assist in negotiating a rebooking with the airline. Any costs incurred will be borne by the client or their insurer

12. FORCE MAJEURE & PUBLIC RESPONSIBILITY

Force majeure refers to sudden, unforeseen, and unavoidable events, usually leading to the cancellation of one or more travel services. Such services are generally non-refundable. Examples include:

• Severe weather or natural disasters in the country of departure or destination (e.g., cyclones, torrential rains, snowstorms, strong winds, earthquakes, floods)

• Airport or national worker strikes in the departure or arrival country

• Riots, wars, or political unrest

• Pollution affecting take-offs or landings

• Public health emergencies such as epidemics or pandemics

By express agreement, force majeure includes any external event that is both unpredictable and unavoidable, and that prevents either the client, the travelers, the agency, or any service providers from fulfilling all or part of the obligations defined in the contract.

This includes but is not limited to:

• Strikes affecting transportation, hotel staff, or air traffic control

• Insurrection, riots, or governmental restrictions

• Climatic, geographic, health, or political instability in the destination

In such events, both parties are temporarily released from their contractual obligations. However, each party remains responsible for its own additional expenses incurred as a result. Travelers must therefore bear the costs associated with continuing the trip after the occurrence of a force majeure event.

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13. CLAIMS

If you experience any non-compliance during your trip compared to the confirmed itinerary or services, you must submit supporting documentation with proof of receipt to either the travel retailer or the tour operator who sold you the package, within a maximum of 30 days following your return. Claims made after this deadline will not be considered. If a client chooses not to use or accept part of the trip or services, no refund will be granted. Any issues encountered during the trip must be reported immediately to our local representatives, and must be formally acknowledged on-site by both the client and the representative.

 

14. DATA COLLECTION AND PROTECTION

To learn more about how your personal data is collected and processed, please refer to our dedicated privacy policy page by clicking the following link: [Privacy Policy].

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Date: 15 juin 2023 
Signature: ANOUALÉ