Terms and conditions

Mekong Voyages Indochina

These Terms and Conditions (“Terms”) govern the contractual relationship between Mekong Voyages Indochina, trading as Mekong Adventures Cambodia (the “Company”), and the person(s) booking travel services directly with the Company (the “Traveller(s)” or “You”).

By confirming a booking, paying a deposit, or otherwise instructing the Company to proceed, You agree to be bound by these Terms.

1. Booking and Contract Formation

1.1 A booking is confirmed when the Company issues a written confirmation (by email or other written form) following Your request.

1.2 The person making the booking confirms that they are at least 18 years old and legally authorized to enter into a contract on behalf of all Travellers listed in the booking.

1.3 Each Traveller is bound by these Terms. The person making the booking is responsible for the accuracy of all information provided and for passing all information and documents from the Company to the other Travellers.

1.4 These Terms and any related services are governed by the laws of the Kingdom of Cambodia.

2. Prices, Currency, and Payment

2.1 Unless otherwise stated, all prices are in United States Dollars (USD).

2.2 Prices are based on costs, taxes, and exchange rates in effect at the time of quotation. The Company may change prices before Your booking is confirmed. Once confirmed, price changes are limited to the situations described in clause 2.3.

2.3 After confirmation, the Company may increase or decrease prices only if there are significant changes in:

Transport costs, including fuel
Taxes, fees, or charges imposed by governments or authorities
Exchange rates affecting the cost of services

If a price increase is more than eight percent (8%) of the total trip price, You may cancel the booking without penalty, provided You notify the Company in writing within five (5) working days after receiving notice of the increase.

2.4 Unless otherwise agreed, a deposit may be required to secure the booking. The deposit amount and due date will be specified in the offer or confirmation.

2.5 The balance of the total price must be received by the Company no later than thirty (30) days before the start of Your first service, unless a different deadline is stated in Your confirmation.

2.6 Payment must be made by bank transfer or other methods approved by the Company. You are responsible for all bank and transfer charges.

2.7 If full payment is not received by the due date, the Company may cancel the booking and apply the cancellation charges listed in clause 5.

2.8 Some services, such as airline tickets, may require full payment earlier according to supplier rules. These conditions will be communicated to You and may be stricter or non‑refundable.

3. Changes Requested by the Traveller

3.1 If You wish to change any part of Your confirmed booking (for example, travel dates, accommodation, or activities), You must submit the request in writing. The Company will try to make the changes but cannot guarantee availability.

3.2 Any additional costs or fees charged by suppliers due to changes (such as hotel or airline fees, fare differences, or administrative costs) must be paid by You.

3.3 Airline tickets and some other services may be non‑changeable or non‑refundable once issued. Any changes to these services may be treated as cancellations and new bookings, with associated costs.

3.4 No refunds will be given for unused services after Your trip has started, including if You arrive late, leave early, change the program voluntarily, or do not show up for any service.

4. Cancellation by the Traveller

4.1 If You need to cancel Your booking, You must notify the Company in writing. The cancellation takes effect on the date the Company receives Your written notice.

4.2 Unless Your confirmation specifies different conditions, the following cancellation charges apply to land services:

More than 60 days before the start of services:
Full refund, minus any non‑recoverable costs or fees charged by suppliers.
31–60 days before the start of services:
25% of the total trip price.
16–30 days before the start of services:
50% of the total trip price.
8–15 days before the start of services:
75% of the total trip price.
0–7 days before the start of services, or in case of no‑show:
100% of the total trip price.

4.3 Some services (particularly airline tickets and certain special activities) may be fully non‑refundable once booked or ticketed, or may have stricter cancellation rules applied by suppliers. In such cases, the supplier’s rules will apply in addition to or instead of the above.

4.4 If You cancel because of serious and proven reasons (for example, serious illness or family emergency), the Company will try to obtain refunds from suppliers where possible, but this cannot be guaranteed. Any refunds granted will be less non‑recoverable costs and reasonable administrative charges.

5. Changes or Cancellation by the Company

5.1 The Company plans trips carefully but may need to make changes due to operational reasons, safety, weather, supplier decisions, or other factors.

5.2 Minor changes, such as a different but similar hotel, a change of departure time within reasonable limits, or an adjustment in order of visits, do not give the right to compensation or cancellation without fees.

5.3 If a significant change is made before Your trip (for example, a major part of the itinerary is cancelled or downgraded), the Company will inform You as soon as reasonably possible and offer:

A suitable alternative of similar or higher standard, if available; or
A refund of the affected portion of the trip if an acceptable alternative cannot be provided.

5.4 If the Company cancels Your trip before it begins for reasons within the Company’s control (and not because of force majeure or Your non‑payment or breach), You are entitled to a refund of all payments made for the cancelled services. This refund is the full and final settlement of any claims.

5.5 The Company is not responsible for any additional costs You incur for services not booked through the Company (such as international flights, visas, or insurance).

6. Force Majeure (Unavoidable Events)

6.1 “Force majeure” means events beyond the reasonable control of the Company or its suppliers that could not have been avoided even if all reasonable measures had been taken. Examples include:

Natural disasters (floods, storms, earthquakes)
Epidemics, pandemics, or severe health risks
War, civil unrest, terrorism, or political instability
Government actions, travel bans, border closures, or restriction of movement
Strikes, major transport disruptions, or failure of essential services
Closure of important sites, attractions, or infrastructure by authorities

6.2 In case of force majeure, the Company may modify, postpone, or cancel some or all of Your services if necessary for safety or because services cannot be provided.

6.3 If services are cancelled or changed due to force majeure, the Company will try to assist You in finding alternatives and in obtaining refunds or credits from suppliers. However, refunds are not guaranteed and depend on the policies of each supplier.

6.4 Any non‑recoverable costs or additional expenses caused by force majeure (such as extra nights, new flights, or changes) are Your responsibility. The Company will help arrange these services where possible but is not obliged to pay for them.

6.5 Any refunds or credits received from suppliers due to force majeure will be passed on to You, minus any reasonable administrative costs.

7. Responsibility and Liability

7.1 The Company organizes and sells travel arrangements but many services are provided by independent suppliers, such as hotels, transport operators, airlines, boats, restaurants, and local activity providers.

7.2 The Company uses reasonable care in selecting suppliers and planning services. However, it does not control the daily operations of these suppliers and cannot be held responsible for their actions or omissions, except where Cambodian law requires otherwise.

7.3 To the maximum extent permitted by Cambodian law, the Company is not liable for:

Injury, illness, death, loss, damage, or delay caused by acts or omissions of third‑party suppliers
Events of force majeure as described in clause 6
Your own actions or omissions, or those of other Travellers
Your failure to follow instructions, safety rules, or local laws

7.4 Many activities arranged by the Company may involve risks, including but not limited to trekking, cycling, boating, travelling by road, and other outdoor or adventure activities. By booking these activities, You accept these risks and agree to participate at Your own responsibility.

7.5 The total liability of the Company for any booking, whether in contract or tort (including negligence), is limited to the total amount You have paid to the Company for that booking, except where Cambodian law does not allow such a limitation.

7.6 The Company is not responsible for any indirect or consequential losses, such as loss of profit, loss of enjoyment, or missed onward connections.

7.7 Nothing in these Terms excludes or limits liability where such exclusion or limitation is not allowed under Cambodian law.

8. Health, Fitness, and Behaviour

8.1 You are responsible for ensuring that You are medically and physically fit to participate in the trip and any chosen activities. If You have any medical conditions, disabilities, or dietary requirements, You must inform the Company at the time of booking or as soon as possible.

8.2 The Company and its suppliers may refuse or terminate participation for any Traveller if, in their reasonable opinion, that Traveller:

Is not fit or properly equipped for an activity
Poses a risk to themselves or others
Behaves in a way that is abusive, dangerous, or seriously disruptive

In such cases, no refund will be given for unused services, and any additional costs will be Your responsibility.

8.3 You must follow local laws and customs, as well as the instructions given by guides and suppliers for safety and respect of local communities.

9. Travel Insurance

9.1 The Company strongly recommends that each Traveller has comprehensive travel insurance before the start of the trip. Insurance should cover at least:

Medical expenses and hospital treatment
Emergency evacuation and repatriation
Personal accident cover
Trip cancellation or curtailment
Loss or theft of luggage and personal belongings

9.2 The Company is not responsible for any costs or losses that could have been covered by appropriate insurance.

10. Passports, Visas, and Documentation

10.1 You are responsible for having a valid passport, any required visas, and all other travel documents needed for Your trip. Passports should normally be valid for at least six (6) months beyond the end of the trip, but You must check current requirements.

10.2 You are responsible for obtaining any required vaccinations or medical certificates and for following health recommendations for the destinations visited.

10.3 The Company is not liable for any consequences, such as denied entry, fines, or costs, resulting from missing or incorrect documents, visas, or health formalities.

11. Personal Data and Privacy

11.1 The Company collects and uses personal information about Travellers only as necessary to arrange and deliver services, meet legal obligations, and ensure safety and security.

11.2 By booking, You consent to the Company using and sharing Your personal data with relevant suppliers (such as hotels, transport companies, and authorities) solely for these purposes.

11.3 The Company will take reasonable measures to protect personal data from unauthorized access or disclosure.

12. Complaints and Problems During Travel

12.1 If You experience a problem during Your trip, You must inform the Company (and where applicable, the local guide or supplier) immediately so that efforts can be made to resolve it on the spot.

12.2 If the issue is not resolved locally, You must send a written complaint to the Company within fourteen (14) days after the end of the services concerned. Please include booking details and all relevant information.

12.3 The Company will investigate and respond within a reasonable time. If You do not report a problem during the trip and give the Company a chance to fix it, this may affect Your right to compensation.

13. Governing Law, Dispute Resolution, and Language

13.1 These Terms and any disputes arising out of or relating to them are governed by the laws of the Kingdom of Cambodia.

13.2 The Company and the Traveller will first try to resolve any dispute amicably through good‑faith discussions.

13.3 If no amicable solution is reached, disputes may be brought before the competent courts of the Kingdom of Cambodia.

13.4 These Terms are written in English. If they are translated into another language and any differences arise, the English version will prevail.

14. Acceptance

By confirming a booking, paying a deposit or balance, or instructing the Company to proceed with services, You confirm that You have read, understood, and agree to these Terms and Conditions.