TERMS & CONDITIONS
RIVER OAKS TRAVEL, LLC – Terms & Conditions
River Oaks Travel, LLC specializes in providing exceptional, personalized travel services for discerning private clients and family offices. Our partnerships with the best in global luxury travel enable us to deliver unparalleled experiences for our clients. As a Texas Limited Liability Company, River Oaks Travel LLC (referred to as “River Oaks Travel,” “River Oaks Travel Concierge,” “we,” or “us”) requires that clients who use our services agree to the following Terms & Conditions. By requesting or confirming any travel services through River Oaks Travel, you are acknowledging and accepting these Terms & Conditions and any other written information we provide regarding your bookings (collectively referred to as the “Agreement”). If you do not agree to the Terms and Conditions, you may not use our services.
These Terms and Conditions outline the important rights and obligations you assume when booking travel with us. Therefore, we request that you carefully read and understand this Agreement before booking with us. By making a booking, you represent that you have legal authority for all persons listed in the booking and that you and all guests traveling with you agree to the entirety of the Agreement.
Please note that we reserve the right to modify the Agreement at any time, with or without notice, and it is your responsibility to review the Agreement regularly to ensure that you understand and agree to its terms. By continuing to use our services after any modifications to the Agreement, you are indicating your acceptance of the modified terms.
- Price and Payment:
At River Oaks Travel, we take pride in providing exceptional bespoke travel services that require considerable time and resources to complete. Therefore, in most circumstances, we charge a professional planning and design fee to cover the cost of these services. This fee is non-refundable, regardless of whether you book travel or cancel the trip for any reason, and represents the time and effort we dedicate to planning your trip. We will work closely with you to plan a personalized itinerary that meets your travel needs and provide you with an itinerary or similar documentation that includes a price quote after any necessary adjustments have been made. Please note that availability and pricing may be subject to change due to fuel surcharges, changes in the exchange rate, Supplier increases, demand, and supply constraints, or other market conditions. We will notify you of any such changes as soon as possible, and payment will be due as indicated.
We urge you to carefully review all confirmations and associated travel documents upon receipt and to promptly notify us of any errors, omissions, or discrepancies. Please note that it is your responsibility to review all travel documentation and ensure that the legal names and other valid travel-related identification provided therein match those on government-issued IDs (e.g. passports, etc.) to avoid any possible issues while traveling.
- Changes to Your Trip:
If you wish to modify your booking after receiving the final invoice or similar documents, you must contact us. We will do our best to accommodate changes, but please note that changes are subject to the Supplier’s terms and conditions. Any change fees that may apply will be your responsibility. Please be aware that some airlines and hotels may consider changes to be a cancellation, and cancellation fees may apply. Additionally, any changes that involve adding sequential nights to a stay in most cases will be considered an amendment to the original booking, regardless of who makes the extra night bookings.
- Cancellation of Your Trip:
Planning bespoke travel takes extensive time, research, and resources of River Oaks Travel. All Suppliers have their own cancellation policies that apply to your booking. The cancellation policy and any fees applicable from the Supplier to your booking at the time of booking will be communicated to you at the time of booking.
Should you need to cancel your trip, please send your cancellation request to us in writing via e-mail with read receipt enabled. River Oaks Travel will follow industry procedures for any applicable refunds as outlined in the Suppliers’ terms and conditions and subject to their review. Please note that the timeline for any refunds or credits will vary depending on the Supplier, and we cannot guarantee a specific timeframe for refunds or credits.
If you are entitled to a refund or credit, the Supplier is responsible for providing it. River Oaks Travel may facilitate the refund process as per the Supplier’s guidelines, but we are not responsible for a Supplier’s failure to pay a refund.
Please note that flight tickets, hotel reservations, and other travel items may be subject to partial or no refund if they are partially used or if the Supplier’s terms dictate a 100% or other cancellation penalty. In such cases, there will be no refund or an adjusted refund for that portion of the travel.
In the event of unforeseen circumstances such as natural disasters or medical emergencies, we will work with the Supplier to try and secure a refund or credit on your behalf, subject to their terms and conditions.
In summary, the cancellation policy, and any fees applicable to your booking will be communicated to you at the time of booking. If you need to cancel, please send your cancellation request in writing. The Supplier is responsible for providing any applicable refunds or credits, subject to their terms and conditions. We will do our best to facilitate the refund process, but we are not responsible for a Supplier’s failure to pay a refund. Please note that certain items may not be eligible for a refund if partially used or subject to a 100% or other cancellation penalty. In unforeseen circumstances, we will work with the Supplier to try and secure a refund or credit on your behalf.
- Cancellation by a Supplier:
In the event that a Supplier needs to make changes to your confirmed booking or cancel it, if we are notified, we will notify you as soon as reasonably possible thereafter. We will work to secure alternative travel arrangements offered by the Supplier and liaise with you and the Supplier. If the Supplier is unable to offer agreeable alternative arrangements, we will endeavor to obtain and secure an alternate Supplier for your travel. However, we cannot be held responsible or liable for any further costs or expenses because of any changes. We are not responsible for any failure by a Supplier to provide a refund or for any Supplier bankruptcy, insolvency, or inability to perform.
- Cancellation due to Force Majeure:
We will not be liable to provide any refund or compensation if we are unable to perform our contractual obligations due to circumstances of “force majeure.” This term refers to any event or circumstances beyond our control or that of our Suppliers, which could not have been foreseen or avoided, such as acts of God, war, insurrection, riots, strikes, civil action, decisions by governments or governing authorities, technical or maintenance problems with transport, changes of schedules or operational decisions of air carriers, terrorist activity or the threat thereof, industrial action, natural or nuclear activity, epidemic, pandemic, illness, physical injury, quarantine, medical or customs or immigration regulation, delay or cancellation, adverse weather conditions, fire, and all similar events beyond our control. We shall not provide any refunds due to fear of travel from actual or threatened terrorism, or for issues related to health, politics, pandemics, or other similar events. In the event of a Force Majeure, we reserve the right to retain our professional planning and design fee. We will make all reasonable efforts to assist you in making alternative arrangements, but we shall not be held responsible for any additional costs or expenses incurred by you as a result of the Force Majeure event.
- Travel Protection:
River Oaks Travel strongly recommends purchasing a travel protection plan, including cancel for any reason coverage, to protect against unforeseen events that may lead to the cancellation or amendment of travel plans. While we strive for excellence in our service, factors beyond our control may impact travel. It is important to discuss your travel insurance coverage needs with a qualified travel insurance company. We are not a certified broker of insurance, and for a complete understanding of the policy or contractual terms, we encourage our clients to communicate directly with the travel insurance company.
River Oaks Travel acts as an agent and does not own or operate any entity that provides goods or services for the trip – such as hotels, airlines, transportation companies, local ground operators, or providers of excursions or entertainment. All such entities are independent contractors that River Oaks Travel works with as such. You release and hold harmless River Oaks Travel, its owners, officers, members, employees, agents, and affiliates for any and all negligent or willful act or failure to act of any such entity or third party. You agree not to make any claims against River Oaks Travel for any actions or omissions by such entities or third parties. River Oaks Travel is not responsible for any injury, loss, or damage to your person or property, death, delay or inconvenience in connection with the provision of any goods or services caused by, but not limited to, acts of God, acts of government, force majeure, acts of war or civil unrest, insurrection or revolt, strikes or other labor activities, criminal or terrorist activities, overbooking or downgrading of accommodations, structural or other defective conditions in hotels or other lodging facilities, mechanical or other failure of airplanes or other means of transportation, danger associated with recreational activities, sanitation problems, food poisoning, lack of access to or quality of medical care, difficulty in evacuation in case of an emergency, illness, epidemics, pandemics, or any other cause beyond the reasonable control of River Oaks Travel. River Oaks Travel may change hotels, itinerary or other features of the trip to enhance safety, comfort, or enjoyment with client’s consent, if feasible. We are not responsible for lost or damaged luggage or its contents.
You agree to indemnify and hold harmless River Oaks Travel and each of its officers, directors, employees, independent contractors, and agents (collectively “River Oaks Travel”), from any expenses, losses, liabilities, damages, judgments, settlements, and costs (collectively, “damages”) involved with or incurred by River Oaks Travel (including, without limitation, reasonable attorneys’ fees and the advancement of same) with respect to any claims, lawsuits, arbitrations, or other causes of action, which result, directly or indirectly, from (i) your breach or violation, or threatened breach or violation of this Agreement and (ii) any damage caused by you while traveling with River Oaks Travel.
- Destinations and Documentation:
Travel to different parts of the world may pose several health and safety hazards, including but not limited to disease, crime, terrorism, and warfare. As risk tolerance varies from one individual to another, River Oaks Travel cannot recommend or advise on whether travel to any place at any specific time should occur. Therefore, we encourage you to seek objective third-party sources of travel information, such as those maintained by the U.S. Department of State (travel.state.gov), the Center for Disease Control (cdc.gov), or any other relevant government authority in your respective jurisdiction. In addition, please check government websites to ensure that you comply with all requirements for entry into that country and understand local laws that govern travel within a given country. Please note that in most instances your passport must be valid for six months after your return to the U.S. It is your responsibility to obtain any required visas. Many countries, including the United States, require extended validity of immigration documents, and clients are advised to verify applicable laws associated with anticipated travel. We cannot be held liable for the delayed processing of visas and passports by Consular offices, and standard cancellation charges will apply. For current visa requirements, U.S. citizens should visit www.travel.state.gov. It is your sole responsibility to obtain and pay for all visas, reciprocity fees, affidavits, immunizations, etc. that are required for entry into each destination. In some countries, you may be subject to entry (reciprocity) fees and/or departure taxes/exit fees, which local government authorities will collect at the airports upon entry/departure. Please note that entry to any country may be refused even if you have completed all the required information and travel documents. River Oaks Travel bears no responsibility for advising and/or obtaining the necessary travel documentation for you, or for any delays, damages, and/or losses, including missed portions of your vacation related to improper documentation or government decisions about entry. Before you depart, you should consult your physician for current recommendations on recommended inoculations for travel, as inoculation requirements may change. It is your responsibility to ensure that you meet all health entry requirements, obtain the recommended inoculations, take all recommended medication, and follow all medical advice in relation to your trip. You can find inoculation requirements on the Center for Disease Control website at https://www.cdc.gov/.
This clause outlines River Oaks Travel’s policies regarding airport arrival, flight changes, and cancellations. If you need to make changes to your flight itinerary, please contact River Oaks Travel as soon as possible for assistance. River Oaks Travel will do its best to assist clients in finding the best possible alternative options. Please note that if there are additional costs to re-book a new flight due to airline or private charter operator changes, you will be responsible for these additional costs or fees. If your flight is canceled or delayed, please contact River Oaks Travel immediately for assistance in finding an alternate flight. Please be aware that River Oaks Travel may charge fees for assisting clients with alternate flight options. Clients are advised to re-confirm their flight schedules within 24 hours before departure directly with the airline in case of any last-minute changes or delays. Please adhere to and be aware of airline standard check-in policies that address timely airport arrival for your departure. If you have any questions or concerns regarding your flight itinerary, please do not hesitate to contact River Oaks Travel for assistance.
- Accuracy and Accommodations:
This clause acknowledges that hotels/accommodation Suppliers, as well as their room sizes, standards, and facilities, can vary widely by region and may differ from standards in the United States. Star ratings or other similar systems may also differ based on country classifications. Additionally, these offerings may change from time to time without notice. While we make every effort to provide accurate and up-to-date information, River Oaks Travel cannot be held responsible for any inaccuracies in descriptions, amenities, or images provided by hotels/accommodation Suppliers. We encourage our clients to review the information provided by them and to conduct their own research to ensure that the accommodation meets their expectations.
This clause requires clients to immediately report any complaints about their trip arrangements to River Oaks Travel and any appropriate Supplier. Complaints regarding accommodations, ground services, tours, or airfare must be addressed directly with the Supplier. If an acceptable solution cannot be found, clients must submit a written complaint to River Oaks Travel within 30 days of their return.
Clients are expected to conduct themselves in a respectful and appropriate manner while on their trip. Abusive language or harassment of River Oaks Travel’s respective officers, directors, employees, or advisors will not be tolerated and may result in the suspension of services. Additionally, clients are prohibited from making statements or representations that may harm River Oaks Travel or its respective officers, directors, employees, advisors, businesses, or reputations. It is important to note that poor behavior while traveling can adversely affect River Oaks Travel’s reputation with Suppliers.
- Governing Law/Jurisdiction:
This clause specifies that all matters related to the Agreement will be governed by and construed in accordance with the laws of the State of Texas. Legal proceedings against River Oaks Travel shall only be brought in a state or federal court located in Harris County, Texas. The parties agree that any claims arising out of or relating to the Agreement will be resolved exclusively by a court of competent jurisdiction located in Harris County, Texas, and consent to the jurisdiction of such court. Any claim against River Oaks Travel must be made in writing within six months after the travel completion date.
- Entire Agreement and Severability:
This clause establishes that this Agreement, including any other documents, constitutes the entire Agreement and supersedes all prior or contemporaneous communications and proposals. If any provision of these Terms is deemed unlawful, void, or unenforceable, then that provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions.