Terms of service

1. Who these terms are between

These terms govern the sale of travel services by SapTour ("we", "us") to the person making the booking ("you", "the lead traveller"). By completing a booking you accept these terms on behalf of every traveller named on it.

2. Bookings and confirmation

A booking is only confirmed once we have confirmed vehicle and driver availability and payment has been received. Any automated email acknowledging a request is not a confirmation of service. We may decline a booking where a route is not serviceable, where the vehicle class is not available, or where the details supplied are incomplete.

3. Prices and payment

Prices are quoted per vehicle for the stated service, hours and route, in the currency shown at checkout. Fuel, tolls, parking and the driver's own expenses on the agreed route are included; anything else is listed as excluded on the product page. Local statutory charges introduced after booking that apply directly to your service will be passed on at cost, with evidence.

Payment is taken by card, PayPal or Alipay through our payment providers. We do not store full card numbers.

4. Vehicles, drivers and capacity

We provide a vehicle of the class booked or, where that is unavailable, one of equal or higher class at no extra cost. Seat capacity and luggage capacity are stated on the product page and are limits, not estimates. We may refuse to carry more passengers or luggage than the booked vehicle is licensed for. The driver is authorised to end a journey where a traveller behaves in a way that is unsafe, unlawful or seriously disruptive; no refund is due in that case.

5. Timings, delays and waiting time

Journey times are good-faith estimates based on normal road and traffic conditions. We are not responsible for delays caused by traffic, weather, road closures, industrial action, border or immigration processes, or by anything else outside our reasonable control. Included free waiting time is stated on the product page. Waiting and overtime beyond that are charged at the rate shown on the product page.

6. Attraction tickets

Attraction tickets are sourced through authorised wholesale channels and are subject to the attraction operator's own terms, including opening hours, timed entry slots, age and height restrictions and closure for maintenance. Where an attraction closes on the booked date, we will offer an alternative date or a refund of the ticket element. Tickets are personal and are not resellable.

7. Travel documents, insurance and health

You are responsible for passports, visas, entry permits, vaccination or health requirements and any cross-border documentation. Where a route crosses a border, it is your responsibility to confirm you are eligible to enter. We strongly recommend comprehensive travel insurance covering medical costs, cancellation and personal property; we do not provide it.

8. Liability

Where we are found liable, our liability is limited to the total amount paid for the affected service, except where the law forbids such a limit. We are not liable for indirect or consequential loss, including missed flights, missed connections, lost bookings or lost business, however caused. Nothing in these terms limits liability for death or personal injury caused by our negligence, or for fraud.

Personal belongings remain your responsibility throughout the journey.

9. Cancellation and changes

Cancellations and changes are governed by our cancellation policy, which forms part of these terms.

10. Data and privacy

How we collect and use personal data is set out in our privacy policy.

11. Complaints

Tell your driver or our support team as soon as an issue arises — most problems are resolved on the day. If that is not possible, write to the address on our contact page within 30 days of travel with your booking reference and the details, and we will respond in writing.

12. Governing law

These terms are governed by the laws of the Hong Kong Special Administrative Region of the People's Republic of China. The courts of Hong Kong have exclusive jurisdiction over any dispute arising from them.

13. Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the one published when your booking was confirmed.