SERVICE GUARANTEE

THIS SERVICE GUARANTEE MUST BE READ TOGETHER WITH OUR PRIVACY POLICY AND TERMS OF USE.

Notwithstanding our guarantee, you are advised to take up the relevant insurance policies due to unforeseen circumstances including, but not limited to, cancellation of trip(s) due to serious illness, accidental injury, high medical bills, travel disruption, loss of personal belongings and personal liability.

Customer Support

We offer a phone-based customer support service which is available from 0900hrs to 1800hrs (GMT +8) on working days. We can also be contacted for customer support 7 days a week and 24 hours a day (“24/7”) via email.

If you contact us via email, we will reply to you as soon as possible and no later than the next working day.

BOOKING SERVICES

Convenient platform to make and manage bookings

You can book, edit, and cancel your bookings easily via our app or website subject to the specific terms & conditions applicable to the products & services offered online.

After-sale services

Once your booking is completed, you can check the status of your booking through our phone-based customer support service, email or online chat.

Special Circumstances Refund

If you are unable to travel due to an unforeseen health emergency or medical exigency (such as Coronavirus, bone fractures, hospitalization, pregnancy or death), you must notify us as soon as possible. We may require you to first submit copies of the supporting document(s) via email in order for us to assist you. Subsequently you will be required to submit the original copies to our registered address.

We will do our best to help you deal with issues relating to refunds and/or cancellations subject to the agreements of our suppliers or third-party agreements.

IN THE EVENT OF AN EMERGENCY

Travel warning

In the event that there is a natural disaster at your planned destination of travel, we will issue a notice to you as your interests, rights and safety are important to us.

Natural Disaster Guarantee

We have established a guarantee fund to assist customers who are affected by unavoidable and extenuating circumstances which are beyond their or our control. Such circumstances may include natural disasters, terrorist attacks, wars, epidemics/pandemics or collapse of buildings, fires, explosions or accidents (a “Force Majeure Event”), provided that a high-level travel warning is issued by the government or authority of the travel destination.

If one or more of our services are severely affected by a Force Majeure Event, you may be entitled to cancel the service and we will provide a full or partial refund according to the severity of the Force Majeure Event. Please also see our specific terms & conditions.

Hotels

Room Availability Guarantee

Subject to the Terms and Conditions set out at the time of booking and confirmation, if the hotel room you have booked becomes unavailable after the booking was confirmed by us, or upon your arrival at the hotel to check in, we will coordinate with the said hotel to arrange for an alternate room of the same or higher quality for you. This Room Availability Guarantee does not apply to specific requests which are not fulfilled for any hotel rooms booked (examples of such specific requests include, but are not limited to, requests for non-smoking rooms, connecting rooms, requests for single beds or requests for rooms on high floors etc.)

If the hotel which you had booked has no rooms available during check-in and after we have confirmed its availability to you at the time of your booking with us, we will do our best to help you book a hotel of similar quality at a nearby location. We will provide you with a full refund of your original hotel booking and will also compensate you the cost of your first night’s stay in the new hotel up to your confirmed booking price of the first night in the original hotel. We will also provide a one-way complimentary taxi transport to the new hotel or reimburse you for your taxi fare from the original hotel booked to the new hotel as a consequence of your unsuccessful check-in.

If we are unable to help you book a hotel of similar quality at a nearby location, but you manage to do so by yourself, we will provide you with a full refund of your original hotel booking and will also compensate you the cost of your first night’s stay in the new hotel up to your confirmed booking price of the first night in the original hotel. We will also provide a one-way complimentary taxi transport to the new hotel or reimburse you for your taxi fare from the original hotel booked to the new hotel as a consequence of your unsuccessful check-in.

Kindly note that you may have to first incur the cost of the alternative room or hotel but we will reimburse the necessary sums to you subject to this Room Availability Guarantee. Please retain all relevant bills, receipts and invoices as these will be required as proof of the costs you have incurred. We will investigate all incidents and contact you regarding reimbursement under this Room Availability Guarantee within three working days after you have checked out of your room.

ROOM AVAILABILITY GUARANTEE TERMS AND CONDITIONS

Your booking is confirmed once you receive a confirmation from us. In the event of unforeseen circumstances, please contact us immediately if the hotel has no rooms available on your arrival via our 24/7 email or online chat service, or our phone-based customer support service. (Please refer to the section above titled “Customer Support” for the operating hours of our phone-based customer support service (which operates at GMT +8)). Should you decide to make alternative arrangements for accommodation on your own without contacting us, or choose not to take a solution provided by us, you will be deemed as having forfeited your rights under our Room Availability Guarantee.

The Room Availability Guarantee will not apply in the following circumstances:

  1. a)  Failure to arrive at the hotel on time or at all.
  2. b)  Changing of the check-in date, room type, or other reservation details without confirmation from Weconex.
  3. c)  If the hotel or Weconex has already offered a complimentary upgrade or equal alternative to the original booking.
  4. d)  Failure to provide the required documentation when checking into the hotel.
  5. e)  Failure to check-in due to circumstances which are not within the control of Weconex (such as a Force Majeure Event), or which are not the fault of Weconex.
  6. f)  Where the booking has not been confirmed by Weconex.
  7. g)  Failure to make payment (for pre-paid bookings).
  8. h)  Bookings which were made illegally, in bad faith or under circumstances with high security risks. These would include, but are not limited to, bookings made by competitors in bad faith, use of payment methods or accounts which are not verified, or any other circumstances which Weconex (in its sole discretion) deems to constitute a security risk.

Flights

Price Guarantee

Weconex assures you that that the price of your flight will not change after your payment has been confirmed. If your flight ticket is not issued after successful payment due to an administrative error on our part, resulting in an increase in the price of your ticket, we will pay for the price difference.

Booking Guarantee

Upon confirmation of successful payment, we will do our best to guarantee your trip. Please contact us immediately if you are unable to check in for your flight due to our fault. We will endeavour to resolve your issue and we will provide compensation to you according to the circumstances. The maximum compensation that you may receive is a full refund of the cost of your original flight ticket, in addition to providing you with a complimentary replacement flight ticket.

FLIGHT BOOKING GUARANTEE TERMS AND CONDITIONS

Please contact Weconex immediately if you encounter any problems related to your flight. Should you decide to make alternative arrangements for your air travel on your own without contacting us, or choose not to accept a solution provided by us, you will be deemed as having forfeited your rights under our Flight Booking Guarantee.

Our Flight Booking Guarantee will not apply in the following circumstances:

  1. a)  Tickets are not issued due to unsuccessful payment.
  2. b)  Any conditions which do not alter the original flight schedule.
  3. c)  Failure to board the flight due to your fault.
  4. d)  A flight which departs notwithstanding flight delays.
  5. e)  Failure to board the flight resulting from any circumstances not caused by Weconex. These would include, but are not limited to, airline delays or cancellations, an issue with the airport, a Force Majeure Event, or any other causes or conditions not caused by Weconex.

  6. Trains

Booking Guarantee

After payment is confirmed and tickets are issued, Weconex will use its best endeavours to guarantee your trip.

If a customer fails to board the train due to the fault of Weconex, we will do our best to resolve the issue and cover any associated costs actually incurred on a case-by-case basis, subject to proof of payment.

TRAIN BOOKING GUARANTEE TERMS AND CONDITIONS

Please contact Weconex immediately if you encounter any problems. Should you make your own travel arrangements without contacting us, or choose not to accept a solution provided by us, you will be deemed as having forfeited your rights under our Train Booking Guarantee.

Our Train Booking Guarantee will not apply in the following circumstances:

  1. a)  Tickets are not issued due to unsuccessful payment.
  2. b)  Failure to board a train that is due to your fault.
  3. c)  Failure to board resulting from any circumstances not caused by us. (These include, but are not limited to, train delays or cancellations, a Force Majeure Event, or any other conditions or circumstances not caused by Weconex).

Car Rentals

If the car which you have booked is unavailable after your booking has been confirmed, we will provide you with a refund and we will pay any costs incurred by you as a direct result of the unavailability the car which was booked (up to the value of your first day’s rental fee).

If the car rental company informs you that it is unable to provide the booked service after you have paid for your booking, we will do our utmost to address the situation. If no car is made available to you despite our best efforts, we will refund you the amount paid for your booking and we will pay any costs incurred by you as a direct result of the unavailability of the booked service, up to the value of your first day’s rental fee.

If the car which you have booked is unavailable upon arrival, we will provide a refund and compensate you with a sum equal to the value of your first day’s rental fee.

If the car which you have booked is unavailable upon arrival, please contact us immediately. We will use our best endeavours to resolve the issue. If no car is available despite our best effort and coordination, we will refund you the amount paid for your booking and compensate you with a sum equivalent to the value of your first day’s rental fee.

Airport Transfers

Your assigned Driver will wait for your arrival based on the specific terms and conditions set out at the time of your booking at no additional charge
Your driver will track your flight status using the flight number you provided.

Delays

If your flight is delayed for more than 2 hours, we will try to reassign another driver to you. Should there be no drivers available, we may cancel the booking based on the agreed terms & conditions at time of the booking and confirmation.

If there is a delay in you exiting the airport due to your own fault (examples of such fault include, but are not limited to, you having lunch, shopping or loitering within the airport beyond the agreed waiting time), your booking will be cancelled and any payments made will not be refunded.

Free cancellation of airport transfer booking in case of flight cancellations

If your flight is cancelled by the airline, you can also cancel your booking for an airport transfer without any charge. Should payments have been made in relation to such airport transfer bookings, we will refund your payments to you.

Refund if airport transfer becomes unavailable

If you have booked and paid for an airport transfer service and the driver subsequently informs you (prior to the pickup time) that he cannot provide his services, we will use our best endeavours to address the issue. If no airport transfer service is available despite our best efforts, we will refund you the amount paid for the service and we will pay any costs incurred by you as a direct result of the unavailability of the airport transfer service, up to the value of your booking.

If you cannot locate the driver at the scheduled pickup time, or the car you booked is unavailable upon your arrival, please contact us immediately.

We will use our best endeavours to address the issue. If no airport transfer service is available in spite of our best efforts, we will refund you the amount paid for the service and cover any costs incurred by you as a direct result of the unavailability of the airport transfer service, up to the value of of your booking. We will only provide you with the aforementioned refund if your attempt to locate the driver is made within the agreed waiting time and at the pre-assigned pick up area. Should the driver not be available due to your own fault (examples of such fault include, but are not limited to, you shopping within the airport, you having lunch etc.) we will not provide the aforementioned refund to you.

Tours & Tickets

Booking Guarantee

If you cannot use your entrance ticket due to our fault and the issue cannot be solved within 30 minutes after being reported to us, you can purchase tickets at the attraction for the price charged at the entrance. The cost of the ticket you originally bought will be refunded to you, and we will also compensate you with twice the amount of any difference in price between the ticket purchased through us and the price charged at the point of entrance.