Service Delivery Policy

1. Introduction

Vibrant World Travel ("Vibrant World Travel", "we", "us" or "our") provides B2B travel and destination services to travel agencies, tour operators, corporate clients, destination management companies and other business customers.

As our services are not physical goods, we do not have a conventional product delivery process. Instead, our services are provided through booking confirmations, vouchers, electronic documents, scheduled services and the actual provision of the booked travel service.

This Service Delivery Policy explains how Vibrant World Travel provides, processes and confirms its services.

2. Services Covered

This Service Delivery Policy applies to services provided or arranged by Vibrant World Travel, including:

• Accommodation bookings
• Hotels, lodges, resorts and other accommodation
• Sightseeing tours
• Excursions and activities
• Private and shared transfers
• Airport and hotel transfers
• Chauffeur services
• Private-driver services
• Visa application assistance
• Other travel and destination services offered by Vibrant World Travel

3. Booking Confirmation

A booking is considered confirmed when Vibrant World Travel or the relevant service provider has confirmed the booking and issued the applicable confirmation, voucher, itinerary or other documentation.

Payment does not necessarily mean that a booking is confirmed where confirmation from the relevant service provider is still outstanding.

Once a booking has been confirmed, the Client will receive the relevant documentation electronically unless another method has been agreed.

4. Electronic Service Documentation

Travel documents and service confirmations may be provided by:

• Email
• Online booking platform
• Client portal
• Electronic voucher
• Other agreed electronic communication method

The Client is responsible for providing accurate contact information and ensuring that emails and other electronic communications can be received.

Vibrant World Travel is not responsible for delays caused by incorrect email addresses, full mailboxes, spam filters or other issues outside our reasonable control.

5. Accommodation Services

Accommodation services are provided through the confirmed accommodation reservation.

The Client will receive an accommodation confirmation or voucher containing relevant information such as:

• Property name
• Booking reference
• Guest information
• Check-in and check-out dates
• Room type
• Number of rooms
• Applicable inclusions
• Relevant booking conditions

The actual accommodation service is provided by the applicable accommodation provider on the confirmed dates.

6. Sightseeing and Activity Services

Sightseeing tours, excursions, attractions and activities are provided according to the confirmed booking.

The Client will receive relevant information, which may include:

• Tour or activity details
• Date and time
• Meeting or collection point
• Duration
• Inclusions
• Voucher or booking reference
• Supplier contact information where applicable

The service is provided by Vibrant World Travel or the applicable third-party supplier on the scheduled date and time.

7. Transfer Services

Transfer services are provided at the confirmed date, time and collection location.

The Client must provide accurate:

• Pick-up location
• Drop-off location
• Date
• Time
• Number of passengers
• Traveller contact details
• Driver details

Travellers should be ready at the designated collection point at the confirmed time.

Failure to provide accurate information or failure to be present at the agreed collection point may result in the service being delayed, missed or cancelled and may result in additional charges.

8. Chauffeur Services

Chauffeur services are provided at the date, time and location specified in the confirmed booking.

The Client will receive the applicable chauffeur or transfer confirmation where available.

The service may include:

• Private vehicle
• Professional driver
• Pick-up and drop-off
• Agreed waiting time
• Agreed service duration

Additional charges may apply where the Client requests additional hours, stops, destinations or services not included in the original booking.

The Client and travellers must comply with reasonable safety instructions provided by the chauffeur or service provider.

Traffic, road closures, weather, accidents and other circumstances outside Vibrant World Travel's reasonable control may affect the time at which chauffeur services are provided.

9. Visa Application Services

Vibrant World Travel provides visa application assistance and related administrative support.

Visa services may include:

• Application
• Document checklists
• Document review
• Application preparation assistance
• Appointment assistance
• Submission assistance where applicable
• Application tracking
• Administrative communication

The visa application service is considered commenced when Vibrant World Travel begins providing the agreed visa assistance or administrative services.

Vibrant World Travel does not guarantee that a visa application will be approved.

The outcome of a visa application is determined by the relevant visa or immigration authority.

Visa application service fees are non-refundable once the visa application process has commenced.

10. Service Availability

All services are subject to availability unless expressly confirmed.

Availability may be affected by:

• Supplier capacity
• Seasonal demand
• Weather
• Local operating conditions
• Events
• Government restrictions
• Operational changes
• Other circumstances outside Vibrant World Travel's reasonable control

Where a confirmed service becomes unavailable, Vibrant World Travel will make reasonable efforts to assist the Client with an alternative where possible.

11. Service Processing Times

Vibrant World Travel will endeavour to process bookings and issue confirmations promptly.

Processing times may vary depending on:

• Type of service
• Supplier response times
• Booking date
• Availability
• Visa requirements
• Client response times
• Payment confirmation

Any processing time provided by Vibrant World Travel is an estimate unless expressly confirmed otherwise.

12. Client Responsibilities

The Client is responsible for:

• Providing accurate booking information
• Providing correct contact details
• Making payments by the required deadlines
• Checking booking confirmations
• Providing accurate traveller information
• Communicating relevant information to travellers
• Ensuring travellers arrive at collection points on time
• Providing required visa documentation
• Advising Vibrant World Travel promptly of any errors

13. Missed or Unavailable Services

Where a traveller fails to attend, arrives late or provides incorrect information, the applicable service may be treated as a missed service or no-show.

Additional charges may apply for:

• Missed transfers
• Additional waiting time
• Rebooking
• New transportation arrangements
• Additional chauffeur hours
• Changes to sightseeing services
• Other costs imposed by the relevant supplier

Refunds, where applicable, will be handled in accordance with the applicable booking conditions and Vibrant World Travel's Cancellation and Refund Policy.

14. Third-Party Suppliers

Certain services are provided by independent third-party suppliers.

These may include:

• Accommodation providers
• Tour operators
• Sightseeing companies
• Transfer companies
• Chauffeur companies
• Drivers
• Guides
• Other local service providers

The applicable supplier's terms and operating conditions may apply to the service.

Vibrant World Travel will use reasonable efforts to assist the Client with supplier-related issues.

15. Service Interruptions

Vibrant World Travel will not be responsible for delays or interruptions caused by circumstances beyond our reasonable control.

These may include:

• Severe weather
• Natural disasters
• Traffic
• Road closures
• Strikes
• Civil unrest
• Government restrictions
• Supplier operational issues
• Technical failures
• Telecommunications failures
• Other unforeseen circumstances

Where reasonably possible, we will assist the Client in arranging an alternative service.

16. Changes to Confirmed Services

Requests to change a confirmed service are subject to availability and the applicable supplier's conditions.

Changes may result in additional charges.

No change is considered confirmed until Vibrant World Travel has provided written confirmation.

17. Customer Support

If an Agent does not receive a booking confirmation, voucher or other expected service documentation, the Client should contact Vibrant World Travel as soon as possible.

For services taking place within 24 hours, Clients should contact us immediately if they have not received the required confirmation or service details.

18. Relationship with Other Policies

This Service Delivery Policy should be read together with:

• Vibrant World Travel Terms and Conditions
• Vibrant World Travel Privacy Policy
• Vibrant World Travel Cancellation and Refund Policy
• Vibrant World Travel Payment Policy

Where there is a conflict between this Service Delivery Policy and a specific written booking agreement, the specific booking agreement will apply to the extent of the conflict.

19. Changes to This Policy

Vibrant World Travel may update this Service Delivery Policy from time to time.

The latest version will be published on our website with the applicable "Last Updated" date.

20. Contact Information