F.A.Q's Payment Policies

• How can you book a tour online?

The customer has two options to book a tour online:

1) Going directly to “Contact Us” where the customer must register his/her personal information and specify the tour being requested; or

2) Clicking on the chosen tour where he/she will have to choose the date of the tour and finally click on “availability”. If there are vacancies available for the chosen tour and date, the customer can proceed with the reservation by completing all the personal information (first and last names, e-mail, city, country) and tour information (number and type of cabins, how many adults and/or children, type of accommodations). Finally, the customer will have the option to make the down payment that is required or send full payment online to confirm his/her tour.

If the customer wishes to contact one of our representatives, he/she can send an e-mail to: sales@kleintours.com.ec or call any of the following numbers: USA 1888 50-55346 (KLEIN), CANADA 1866 978-5990, UK 0-800-0975537 or Ecuador (593-2) 2267-000.

• What are payment policies?

To proceed with the confirmation of a reservation, a minimum down payment of 20% of the tour’s total amount is required. That is how requested services can be guaranteed and how a reservation can be given first-priority status. If no deposit is made, the reservation shall only be blocked and given second-priority status.

Kleintours’ automatic system shall send a high occupancy date (HOD) notification when some specific departure is being filled, for which the customer shall be requested to make another nonrefundable deposit or total payment of the tour to guarantee the reservation.

The remaining balance must be paid 60 days before the tour starts; otherwise Kleintours reserves the right to cancel the reservation, because by that time all reservations must have been already confirmed. In case of cancellation, 100% of the tour’s total fee shall be charged.

Last-minute requests are always subject to availability and priority shall be given to those reservations that have been fully paid.

• In what currency can payment be made?

Payment can only be done in U.S. dollars.

• How can the deposit or total payment of the reservation be made?

The customer shall have three options to pay the deposit or the total amount of the tour.

1) PayPal, in which case the customer must be registered and have a PayPal account. Once the customer has made his/her payment by PayPal, both the customer and Kleintours shall receive confirmation of payment and our sales representative shall send the customer confirmation of services by e-mail.

2) Signature on file by one of the following credit cards: Visa, MasterCard, Diners Club or American Express. The bank shall charge a 4% administrative fee over the total amount of the invoice and this fee shall be paid by the customer. Once the customer has filled out the Signature on file online, the form must be sent by fax to our office where our sales agent will proceed to process payment.

3) Wire transfer to one of our international accounts in the United States or Europe, whose fees shall be paid by the customer. For a bank transfer, the customer must have a bank account and contact one of our representatives directly to obtain the bank information required for the transfer.

• What is the most advisable means of payment?

We recommend a bank-to-bank wire transfer, because it is the fastest and most easily accessible means of payment.

• Can payment of the tour be made once the customer has arrived?

Because total payment of the tour must be made at least 60 days before the start of the tour itself, it is not possible for the customer to pay for it upon arrival in the country.

• How do you cancel a reservation?

To cancel a reservation, the customer must contact one of our representatives directly by phone and/or e-mail, requesting cancellation of the respective tour. No down payment shall be returned to the customer after cancellation of a tour.

• What are cancellation policies?

Deposits and payments are nonrefundable.

On high occupancy dates (HOD), Kleintours may request another extra nonrefundable deposit or total payment of the tour as stipulated in payment policies. If the HOD reservation is accepted by the customer and then, later, the service is cancelled, no refund shall be made and 100% of cancellation fees shall be charged. If no down payment as requested by Kleintours for HOD has been made, the reservation shall be cancelled and then blocked so that it can eventually be confirmed but only if it continues to be available.

• When will more detailed information of the tour be received once it has been booked?

After online booking, the customer shall automatically receive his/her confirmation by e-mail with a reservation number for the requested services. Afterwards, one of our sales agents shall contact the customer by e-mail within at least 24 hours to send him/her confirmation, detailed itinerary, invoice for the tour, net rates and information about payment options if payment has not already been made directly online by the customer.

• How can a reservation be changed?

Once confirmed, a reservation cannot be changed directly on our website. The customer must contact the respective booking agent by phone and e-mail requesting this change, which shall reconfirmed once again by e-mail if there is space available.

• If a tour is changed, will there be fees charged for this change?

Yes, in case of a tour change, the respective deposit that had been made or an amount equivalent to 20% of the tour’s total amount shall be charged as a fee for the change. Therefore no deposit shall be transferrable.

• Can payment of a tour be transferred to another reservation?

If you wish to make a tour change and total payment was made 60 days or more before the tour actually starts, 20% of the total value shall be charged as a fee for the change and the remaining balance can be transferred to the other tour.

For high occupancy dates (HOD), this transfer must be made 90 days before the tour takes place to avoid payment of cancellation fees. If there is an extra cost when transferring payment from one tour to another, this difference must be paid immediately by the customer.

• When a credit card is charged for payment of a tour, who sends the invoice for payment of the reservation?

Once the credit card has been charged through Signature on file, payment will be processed by our sales representative and the invoice for payment of the tour with the breakdown and confirmation of the services shall be sent by e-mail to the customer.