Terms and Conditions

At a Glance: Core Service Rules

This table summarizes the main operational rules. The complete sections below control if additional detail is required.

1. Purpose, Scope, and Contract Documents

1.1 Who these Terms apply to

These Terms and Conditions apply to any person who inquires about, reserves, pays for, participates in, or receives a service arranged or provided by Nomad Diaries Travel and Tours (NDTT). They apply to the lead customer, the person making payment, and all guests included in the booking.

The lead customer is responsible for sharing all relevant terms with every traveler in the booking and for obtaining authority to provide their information and make decisions on their behalf.

1.2 Services covered

• Private car tours, including Nomad Signature and Nomad Exclusive services
• Airport, hotel, port, station, and point-to-point transfers
• Nomad Group Tours and packaged travel arrangements
• Visa consultation, document checking, appointment or submission assistance, and related handling services
• Hotel, airline, attraction, restaurant, insurance, or other reservations when expressly included in writing
• Nomad-branded eSIM products offered as a travel add-on
• Tour guides, photographers, videographers, wheelchair arrangements, child seats, VR FirstLook or other optional services stated in the quotation

These Terms may be used for Japan and other destinations offered by NDTT. Country-specific laws, local supplier rules, or a destination annex may also apply.

1.3 Contract documents and order of priority

The customer contract may consist of several documents. In case of a direct inconsistency, the following order normally applies:

1. A signed or expressly accepted service agreement or package-specific terms;
2. The final written booking confirmation and invoice;
3. The accepted quotation and itinerary;
4. These general Terms and Conditions; and
5. General advertising or promotional material.

Nothing in these Terms removes rights that cannot legally be waived under applicable consumer, privacy, transportation, or other mandatory law.

1.4 Inquiry is not a confirmed booking

A quotation, discussion, tentative itinerary, saved date, or verbal assurance does not by itself confirm a service. A booking is confirmed only when NDTT has received the required payment, verified the transaction, completed any necessary supplier confirmation, and issued written confirmation.

2. Definitions

“Client” or “Customer”: the person who requests, books, receives, or pays for a service.

“Lead Customer”: the main contact who acts for the booking group.

“Guest” or “Traveler”: any person included in the booking, including minors.

“Service Confirmation”: NDTT’s written message, invoice, portal record, or document confirming the final service details.

“Supplier”: a third party such as a vehicle operator, driver, guide, hotel, airline, visa center, insurer, network operator, ticket provider, or attraction.

“Peak Season”: a high-demand travel period, public holiday, major event, or destination-specific busy period identified by NDTT or a supplier.

“No-show”: failure to appear, respond, or be ready within the permitted waiting time, or failure to provide information that allows the service to be performed.

“Force Majeure”: an event beyond reasonable control, including severe weather, earthquake, disaster, epidemic, government restriction, road closure, strike, civil unrest, war, terrorism, major transport interruption, or supplier shutdown.

“Travel Credit”: a non-cash credit that may be offered for future NDTT services under stated validity and conditions.

3. Booking, Confirmation, and Customer Authority

3.1 Booking channels

Bookings may be arranged through NDTT’s website, My Nomad Trip, email, Facebook Messenger, Instagram, WhatsApp, Viber, telephone, video call, or another approved channel. NDTT may require important instructions or approvals to be repeated in writing.

3.2 Authority of the person booking

The person making the booking confirms that they are at least 18 years old, have authority to act for all guests, and will ensure that all guests comply with the booking documents. Where a company, school, family representative, or travel organizer books for others, that organizer remains responsible for correct information and timely communication.

3.3 Booking for minors

A minor must be accompanied and supervised by a parent, legal guardian, or responsible adult unless NDTT expressly agrees in writing to another arrangement. NDTT does not provide childcare or guardianship services.

3.4 Right to decline or cancel an unconfirmed request

NDTT may decline an incomplete, unsafe, unlawful, fraudulent, impractical, or unavailable request. NDTT may also release an unpaid or unconfirmed reservation after the payment deadline without further notice.

3.5 Changes before confirmation

Prices and availability may change before confirmation because vehicles, hotels, flights, tickets, guides, and other services are supplied in real time. A revised quotation replaces the earlier version once accepted.

4. Information Required and Service Planning

4.1 Accurate and complete information

The customer must provide complete and accurate information needed to design and deliver the service. NDTT may delay confirmation or decline a booking when important information is missing.

• Names exactly as shown on passports or official documents when required
• Passenger count, age groups, and any infants, children, seniors, or persons with disabilities
• Travel dates, destinations, hotel or pick-up address, and preferred times
• Flight number, terminal, arrival or departure time, and airline for transfers
• Number and approximate size of luggage, strollers, wheelchairs, or large items
• Contact number, email address, and an active messaging account during travel
• Medical, mobility, dietary, allergy, or assistance information relevant to the service
• Special requests such as a Filipino-speaking guide or driver, child seat, wheelchair, photographer, or specific vehicle class

4.2 Consequences of incorrect or late information

Incorrect or late information may cause a missed service, wrong vehicle size, additional charges, shortened itinerary, failed reservation, visa delay, denied boarding, or cancellation. NDTT is not responsible for losses caused by information supplied incorrectly or too late by the customer, but will make reasonable efforts to assist.

4.3 Recommended lead times

Customized private tours, group packages, hotels, flights, and visa assistance should be arranged as early as possible. NDTT may accept standard private tour requests with shorter notice, including within 48 hours, subject to availability. Visa timelines are controlled by the relevant authority and cannot be guaranteed or unlawfully accelerated.

4.4 Accessibility and special requests are not automatic

A request is not guaranteed until NDTT confirms it in writing. Vehicle accessibility, child-seat type, guide language, hotel room features, dietary arrangements, and mobility assistance may depend on supplier availability and local conditions.

5. Prices, Currency, Quotations, and Payment

5.1 Prices and quotation validity

A quotation is valid only for the period stated and is based on the information available when issued. Price changes may result from date, route, passenger count, vehicle type, supplier rate, exchange rate, tax, toll, parking, ticket, hotel, airline, guide, overtime, or special-request changes.

5.2 PHP charging and foreign-currency presentation

NDTT’s payment processor is based in the Philippines. Prices may be shown or explained in United States dollars or another currency for convenience, but the card or payment transaction may be processed in Philippine pesos (PHP). The official amount payable is the amount displayed on the final invoice or payment page. The customer’s bank or card issuer may apply its own exchange rate, foreign transaction fee, or conversion charge.

5.3 Approved payment channels

Payments must be made through an NDTT-approved bank account, payment link, card gateway, or other channel stated in writing. Customers should not send money to an unverified personal account or to payment details received from an unknown person.

5.4 Service-specific payment rules

• Private Car Tours: a 50% downpayment normally secures the vehicle, driver schedule, and tour slot. The remaining balance is due before the tour unless NDTT approves another arrangement in writing.
• Airport Transfers: full payment is normally required to confirm the service.
• Group Tours and Packages: the deposit, installment schedule, and final-payment deadline are stated in the package confirmation.
• Visa Assistance: full payment is required before work begins or documents are accepted for processing.
• Hotel, Airline, Tickets, Insurance, and Nomad eSIM: full payment is generally required before issuance, reservation, or purchase.

During peak season, for last-minute requests, or where a supplier requires it, NDTT may require full payment earlier than the normal schedule.

5.5 When payment is considered received

Payment is considered received only after it is credited, verified, and not subject to a failed, reversed, blocked, expired, or suspicious transaction. A screenshot, pending bank transfer, authorization attempt, or payment promise does not by itself confirm the booking.

5.6 Transaction fees and conversion costs

Unless NDTT expressly includes them, the customer is responsible for card, bank, remittance, currency-conversion, intermediary-bank, or payment-gateway charges. The net amount received by NDTT must satisfy the amount due.

5.7 Failed payments, chargebacks, and fraud prevention

NDTT may request identity, billing, travel, or authorization documents to verify a high-value or unusual payment. NDTT may suspend performance while a payment is under review. A customer should contact NDTT promptly before filing a chargeback so that a legitimate service issue can be investigated. Nothing in this clause limits a customer’s lawful right to dispute an unauthorized or genuinely defective transaction.

Where a payment is reversed after NDTT has paid suppliers or delivered a service, the unpaid amount remains due, together with reasonable recovery costs to the extent permitted by law.

5.8 Receipts and allocation of payments

NDTT may apply payments to outstanding balances, non-refundable supplier costs, approved add-ons, overtime, damages, or other amounts properly due under the booking. Official receipts or invoices will be issued according to applicable requirements and NDTT’s accounting process.

6. Private Car Tours

6.1 Standard duration

Unless the quotation states otherwise, a standard private car tour provides up to 10 consecutive hours of service. The service period normally begins at the confirmed pick-up time or when the vehicle is ready at the confirmed location, whichever occurs first, and ends at the final drop-off or when the booked hours are used.

6.2 Pick-up, drop-off, and service area

The customer must provide an accessible and lawful pick-up point. Some hotels, roads, attractions, airports, stations, or private properties restrict vehicle access or stopping. The nearest safe and legal meeting point may be used. Cross-region, long-distance, overnight, or one-way routes require specific written approval and may have additional fees or operational limits.

6.3 Flexible itinerary within practical limits

Private tours are designed to allow reasonable flexibility. Guests may request changes during the service, but flexibility does not guarantee unlimited stops or completion of every requested destination. The final route depends on time, traffic, distance, parking, attraction hours, reservations, weather, vehicle rules, driver safety, and local law.

For a comfortable pace, NDTT generally plans a practical number of major stops rather than attempting to cover every location. The driver, guide, or operations team may recommend removing, shortening, or reordering stops to protect safety and the booked end time.

6.4 Driver service versus tour guide service

A driver’s primary role is safe transportation. Unless a licensed or dedicated guide is expressly included, the service does not promise detailed historical narration, attraction guiding, queueing assistance, translation at every venue, childcare, personal carrying assistance, or continuous photography. A guide may be added for the price stated in the quotation, subject to availability.

6.5 Passenger and vehicle capacity

The confirmed vehicle is selected using the declared passenger and luggage information. The customer must not add unregistered passengers or oversized luggage without approval. NDTT or the vehicle operator may refuse unsafe loading, and any replacement or additional vehicle will be charged separately.

6.6 Luggage, strollers, wheelchairs, and large items

Seat capacity does not always equal luggage capacity. Large suitcases, sports equipment, mobility devices, strollers, shopping items, or multiple child seats may reduce usable passenger space. NDTT may recommend a larger or additional vehicle.

6.7 Late guests and waiting time

Guests must be ready at the confirmed time. Customer delay normally counts against the booked hours and may result in a shortened itinerary, missed reservation, or overtime. The driver is not required to extend the service without approval and payment.

6.8 Overtime

Overtime is subject to driver availability, legal working limits, vehicle schedule, and operations approval. Overtime is charged at the rate stated in the quotation, confirmation, or the prevailing rate advised before the extension. Partial hours may be rounded according to the supplier’s billing unit.

6.9 Inclusions and exclusions

Only items expressly listed as included are included. Unless stated otherwise, the tour price may exclude attraction tickets, meals, personal expenses, hotel charges, guide fees, photographer fees, special permits, ferry or rail tickets, and optional activities. Parking and toll treatment must follow the quotation or confirmation.

6.10 Traffic, closures, and missed destinations

Travel time in Japan and other destinations can change because of congestion, accidents, road closures, weather, crowds, events, or seasonal demand. NDTT will use reasonable efforts to adapt the route, but does not guarantee that every attraction can be visited or that a customer will arrive at a separate flight, train, restaurant, or appointment unless sufficient buffer time was agreed.

6.11 Vehicle or driver substitution

NDTT may substitute a driver, vehicle, or supplier when necessary for safety, breakdown, illness, scheduling, regulatory, or operational reasons. NDTT will aim to provide an equivalent or suitable alternative. If a materially lower service is accepted, an appropriate adjustment may be considered based on the actual difference.

6.12 Breakdown or service interruption

If a vehicle breaks down or becomes unsafe, NDTT or the supplier will make reasonable efforts to repair, replace, reroute, or continue the service. The remedy will depend on the lost service time, availability, and circumstances. Customer-caused damage or misuse is excluded from this protection.

7. Airport Transfers

7.1 Required flight and transfer details

The customer must provide the correct flight number, airline, airport, terminal, scheduled arrival or departure, passenger count, luggage, hotel or destination address, and an active contact method. NDTT may rely on the details supplied by the customer.

7.2 Flight monitoring

Where available, NDTT may monitor public flight information to coordinate the driver. Flight tracking is an assistance feature and may be incomplete, delayed, or inaccurate. The customer remains responsible for notifying NDTT of rebooking, cancellation, terminal change, missed connection, or a new flight number.

7.3 Arrival waiting time

The included waiting period, meeting point, and start of billable waiting time should be stated in the confirmation. Waiting beyond the included period may incur charges or be subject to the driver’s next schedule. Immigration, baggage, customs, and airport congestion should be considered when selecting the transfer arrangement.

7.4 Departure transfers

NDTT may recommend a pick-up time, but the customer remains responsible for airline check-in deadlines and allowing sufficient time for traffic, security, immigration, baggage, and terminal movement. A customer-requested late pick-up may increase the risk of missing the flight.

7.5 No-show and inability to contact the customer

A transfer may be treated as a no-show if the customer does not appear within the confirmed waiting period, cannot be contacted using the provided details, provides an unusable flight or hotel detail, leaves the meeting area without notice, or independently departs without informing NDTT. A replacement transfer is subject to new availability and payment.

7.6 Extra stops and route changes

Airport transfers are point-to-point unless additional stops are confirmed. Unplanned stops, long waiting, shopping, meals, hotel changes, or a destination outside the confirmed area may require an additional fee or a private tour booking.

7.7 Luggage and vehicle suitability

The customer must declare luggage accurately. If the booked vehicle cannot safely carry the group and luggage because of incorrect information, NDTT may arrange an additional or larger vehicle at the customer’s expense, subject to availability.

8. Group Tours and Travel Packages

8.1 Package documents control

Each Nomad Group Tour or package may have a fixed departure date, minimum number of participants, payment schedule, room arrangement, included services, excluded services, and cancellation schedule. Those package-specific terms form part of the contract.

8.2 Minimum participants and departure confirmation

Where a minimum number of participants applies, NDTT may set a deadline for confirming the departure. If the minimum is not reached, NDTT may offer a revised price, alternative date, replacement package, travel credit, or refund of the recoverable amount. Non-refundable airline, visa, insurance, or supplier charges already incurred may remain subject to their own rules.

8.3 Fixed itinerary and group timing

Unlike a private tour, a group tour generally follows a fixed itinerary and common schedule. Participants must be ready at meeting times. The group is not required to wait beyond a reasonable period if doing so would affect other guests or reservations. Missed transport, meals, admissions, or activities caused by personal lateness are not automatically replaced or refunded.

8.4 Hotels, rooms, and single supplements

Hotel class, room type, occupancy, bed configuration, and location are subject to the package and supplier confirmation. A single supplement or room upgrade may apply. Requests for adjoining rooms, specific floors, views, smoking status, or bed type are requests only unless guaranteed in writing.

8.5 Flights, baggage, and schedule changes

When flights are included, airline fare rules, baggage limits, name requirements, and schedule changes apply. Airlines may change times, aircraft, seats, routes, or baggage rules. NDTT will provide reasonable assistance but cannot control airline decisions.

8.6 Leaving or joining the group

A participant who leaves the group, skips an activity, joins late, or uses separate transport does so at their own cost and risk unless NDTT agrees otherwise. Unused package components are not refundable unless the supplier provides a refund.

9. Visa Assistance

9.1 Nature of the service

Visa assistance may include consultation, checklist guidance, document review, form support, itinerary preparation, appointment or submission coordination, courier handling, status communication, and other services stated in the confirmation. NDTT is not an embassy, consulate, immigration authority, or visa decision-maker.

9.2 No guarantee of approval, timing, or entry

Visa approval, processing time, request for additional documents, interview, passport release, and entry permission are decided solely by the relevant embassy, consulate, visa application center, immigration authority, airline, or border officer. NDTT does not guarantee approval, a particular decision date, or admission to a country.

9.3 Customer document responsibility

The customer must submit truthful, complete, consistent, valid, and unaltered information and documents. The customer must review forms and declarations before signature or submission. NDTT may refuse documents suspected to be false, misleading, incomplete, tampered with, or unlawful.

9.4 Timelines and appointments

Customers should begin early and comply with document and appointment deadlines. Embassy and visa-center timelines may change without notice. NDTT is not responsible for delay caused by late customer submission, authority backlogs, additional-document requests, public holidays, courier interruption, or force majeure.

9.5 Fees and non-refundability

Visa assistance fees are non-refundable once work has started, including document checking, consultation, form preparation, appointment handling, courier handling, or submission. Embassy, visa-center, courier, translation, notarial, insurance, and related fees are also subject to the rules of the relevant provider. Denial, withdrawal, delay, or a customer decision not to travel does not create an automatic refund.

9.6 Passports and original documents

When NDTT handles a passport or original document, the customer authorizes necessary transfer to staff, couriers, visa centers, embassies, consulates, or authorized suppliers. NDTT will use reasonable care, but courier and authority handling remains subject to third-party processes. The customer must promptly check returned documents and report any issue.

9.7 Final review and travel responsibility

The customer remains responsible for checking passport validity, visa details, permitted stay, entry conditions, transit rules, and travel documents before departure. A visa does not guarantee airline boarding or entry.

10. Hotel, Airline, Attraction, and Insurance Arrangements

10.1 Third-party reservations

Where NDTT arranges a hotel, airline ticket, attraction, restaurant, rail pass, insurance policy, or similar product, NDTT acts as coordinator or intermediary unless the written confirmation states that NDTT is the direct supplier.

10.2 Real-time availability and price

Availability and price are not guaranteed until the supplier confirms and payment is completed. Promotional, peak-season, group, and discounted rates may be non-refundable, non-changeable, or subject to strict conditions.

10.3 Names and travel details

The customer must verify names, dates, passport details, routes, baggage, room occupancy, and other information before issuance. Correction or reissuance may be unavailable or may require penalties and fare differences.

10.4 Supplier changes

Hotels, airlines, attractions, insurers, and other suppliers may change schedules, operating hours, rooms, aircraft, routes, facilities, menus, coverage, or availability. NDTT will provide reasonable coordination but is not responsible for a supplier decision beyond NDTT’s control.

10.5 Travel insurance

Travel insurance is not included unless expressly stated. NDTT may facilitate insurance through an authorized provider. The insurance contract is between the insured customer and the insurer. The customer must read the policy, exclusions, pre-existing-condition rules, age limits, claim procedures, and coverage limits. Claim approval and payment are decided by the insurer.

11. Nomad eSIM

11.1 Separate Nomad service

Nomad eSIM is an optional connectivity product offered by Nomad Diaries for its travelers. It is separate from any other eSIM brand or business operated outside NDTT. The specific plan description, country coverage, data allowance, validity, and provider rules shown at purchase form part of the agreement.

11.2 Device compatibility and unlocking

The customer must confirm that the device supports eSIM, is network-unlocked, and is compatible with the purchased destination and plan. NDTT is not responsible when installation fails because the device is locked, incompatible, restricted by the manufacturer or carrier, or incorrectly configured.

11.3 QR code, installation, and activation

The customer must follow the instructions sent with the QR code or activation details. Unless the provider states otherwise, a QR code is intended for one compatible device and may be usable only once. The customer should not delete the installed eSIM, reset the device, or move it to another device without first checking the provider instructions.

11.4 Validity and start of service

The start of plan validity may depend on installation, activation, or first connection to a supported network. The customer must read the plan-specific instruction and install or activate at the recommended time. NDTT is not responsible for validity lost because the customer activated too early, installed the wrong plan, or failed to use the plan within its validity period.

11.5 Network, speed, and coverage

Coverage and speed depend on local network partners, location, device, congestion, signal, building conditions, network maintenance, and fair-use rules. “Unlimited” plans may include a high-speed allowance followed by reduced speed. Continuous, maximum-speed, or indoor coverage is not guaranteed.

11.6 Data usage and phone features

The customer is responsible for monitoring data use and device settings. Unless the plan states otherwise, the eSIM may provide data only and may not include a local telephone number, conventional calls, or SMS. App-based calls and messages require data and compatible applications.

11.7 Support and troubleshooting

The customer should contact NDTT promptly while the issue can still be tested and provide screenshots, device model, error messages, location, and configuration details. The customer must allow reasonable troubleshooting, including network selection, roaming, APN, restart, or provider verification.

11.8 eSIM refunds

Because QR codes and activation credentials are digital products, a plan is normally non-refundable after delivery, installation, activation, or data use. A refund or replacement may be considered only for a verified product defect or incorrect product supplied by NDTT, subject to provider validation and provided the problem was not caused by incompatibility, device lock, incorrect installation, deleted eSIM, expired validity, poor local coverage, or customer configuration.

12. Guides, Photography, Wheelchairs, Child Seats, and Other Add-ons

12.1 Optional services

Add-ons are provided only when listed and confirmed in writing. Availability, language, equipment, deliverables, hours, fees, and supplier terms may vary by date and destination.

12.2 Tour guides

Guide services may include destination explanation, coordination, translation support, and guest assistance as described in the quotation. A guide is not a medical caregiver, babysitter, legal interpreter, immigration representative, or personal porter unless a separate qualified service is expressly arranged.

12.3 Photography and videography

For paid photography or videography, the quotation should identify the service hours, expected deliverables, editing scope, delivery method, and any special usage rights. Weather, crowding, venue restrictions, permits, guest lateness, and attraction rules may limit filming. Raw files are not included unless expressly stated.

12.4 Wheelchairs and mobility equipment

Wheelchair or mobility-equipment requests are subject to availability, vehicle space, terrain, attraction accessibility, and supplier conditions. Unless specifically arranged, staff and drivers do not provide lifting, transfer, nursing, or medical assistance. A capable companion should accompany a guest who requires personal physical support.

12.5 Child seats

The customer must provide each child’s age, height, weight, and any special requirement early enough for NDTT to request an appropriate seat. Availability and type are not guaranteed until confirmed. The parent or guardian remains responsible for supervising the child and checking that the child is secured.

12.6 VR FirstLook and immersive experiences

VR or immersive preview services may cause motion discomfort, dizziness, eye strain, nausea, or loss of balance. Users must follow staff instructions, remain in the designated safe area, stop immediately if uncomfortable, and disclose any condition that makes VR use unsuitable. A parent or guardian must supervise minors. Damage caused by misuse may be charged to the customer.

13. Rescheduling, Cancellation, No-Show, and Refunds

13.1 Written request required

A rescheduling or cancellation request must be sent through an official NDTT channel and is effective only when NDTT confirms it in writing. The time NDTT receives the request is used to apply the relevant cut-off.

13.2 Baseline rules by service

13.3 Supplier costs and recoverable amounts

NDTT may deduct amounts already paid or committed to suppliers, including vehicle reservation, driver allocation, hotel, airline, ticket, guide, permit, courier, visa, insurance, payment-processing, or other non-recoverable costs. Where appropriate, NDTT will provide a reasonable explanation or breakdown of deductions.

13.4 Rate differences and new dates

A rescheduled service is subject to current availability and price. The customer must pay any increase caused by the new date, route, season, vehicle, hotel, flight, ticket, or supplier rate. A lower new price does not automatically create a cash refund if the original supplier commitment is non-refundable.

13.5 Travel credit

NDTT may offer travel credit instead of a cash refund. The credit’s value, expiry date, permitted transferee, eligible services, and any blackout dates will be stated in writing. A credit has no cash value unless NDTT agrees otherwise.

13.6 Refund processing

Approved refunds are normally processed within 14 to 30 business days after the amount is finalized and any supplier recovery is received. Banking, card, remittance, or cross-border processing may take additional time. Refunds are normally returned through the original method unless another lawful method is agreed.

13.7 NDTT cancellation

If NDTT cancels a confirmed service for reasons within NDTT’s reasonable control and cannot provide a suitable alternative, NDTT will refund the undelivered service amount. This does not include separate losses or arrangements not booked through NDTT, except where required by law.

14. Peak Season and Last-Minute Bookings

14.1 Peak periods

Peak periods may include cherry blossom season, Golden Week, summer holidays, autumn foliage season, Christmas and New Year, major events, public holidays, and any destination-specific high-demand date. Exact periods may change each year.

14.2 Peak-season conditions

• Full payment may be required to confirm the booking.
• Vehicle, driver, guide, hotel, ticket, and attraction availability may be limited.
• Supplier deposits may be immediately non-refundable.
• Routes and pick-up times may be adjusted for congestion or operating restrictions.
• Rescheduling and cancellation conditions may be stricter when stated before payment.

14.3 Last-minute and same-day requests

Requests within 48 hours are subject to availability and may require immediate full payment, a premium rate, a standard route, limited customization, and faster customer response. Same-day service is not guaranteed. A delay in payment or information may result in automatic release of the vehicle or supplier.

15. Customer Responsibilities and Conduct

15.1 Punctuality and communication

Guests must be ready at the confirmed time, monitor official messages, keep their phone reachable, and promptly report changes. Failure to read or respond to confirmed instructions does not automatically extend service or create a refund.

15.2 Respectful conduct

Guests must treat staff, drivers, guides, suppliers, other travelers, and the public with courtesy. NDTT may refuse, suspend, or end a service without refund when behavior is abusive, threatening, discriminatory, violent, sexually inappropriate, dangerously intoxicated, unlawful, or seriously disruptive.

15.3 Vehicle and property care

Guests must not smoke or vape in vehicles, damage property, misuse equipment, leave prohibited substances, or create an unsafe or excessive mess. The customer is responsible for repair, replacement, special cleaning, biohazard cleaning, towing, lost operating time, or other direct costs caused by a guest’s intentional or negligent act.

15.4 Safety instructions and seatbelts

Guests must follow driver, guide, venue, transport, and local safety instructions. Seatbelts and child restraints must be used where provided or required. Guests must not distract the driver, open doors unsafely, block exits, or pressure a driver to violate traffic, parking, speed, loading, or working-hour rules.

15.5 Local laws and prohibited items

Guests must comply with immigration, customs, transport, drug, alcohol, smoking, photography, drone, public-behavior, and other local laws. NDTT does not accept responsibility for fines, arrest, denial of entry, confiscation, or penalties caused by a guest’s conduct.

15.6 Personal belongings

Guests are responsible for passports, money, electronics, luggage, documents, medicine, and valuables. Items should not be left unattended in a vehicle or public place. NDTT is not a storage or security service.

16. Health, Mobility, Children, and Special Needs

16.1 Disclosure of relevant needs

The customer must disclose any mobility limitation, severe allergy, medical condition, pregnancy-related need, cognitive or behavioral support need, or other circumstance that materially affects safe service planning. Only information reasonably necessary for the service should be provided.

16.2 Fitness to travel

Each traveler is responsible for deciding, with professional medical advice where appropriate, whether they are fit for the itinerary. NDTT does not provide medical diagnosis or guarantee access to medical care. Travel insurance with appropriate medical coverage is strongly recommended.

16.3 Emergency assistance and costs

In an emergency, NDTT or a supplier may contact emergency services, the lead customer, hotel, insurer, or local authority. The traveler is responsible for medical, ambulance, hospital, medication, accommodation, repatriation, missed-service, and other personal costs unless covered by insurance or required otherwise by law.

16.4 Children and dependent adults

Parents, guardians, or responsible companions must supervise children and dependent adults at all times. They are responsible for medication, meals, toilet needs, behavior, attraction suitability, and personal care.

16.5 Accessibility limitations

Historic sites, rural locations, mountain areas, crowded stations, small restaurants, and older buildings may have stairs, narrow paths, uneven ground, limited toilets, or no elevators. NDTT will make reasonable planning efforts when informed early, but cannot guarantee full accessibility at third-party venues.

17. Third-Party Suppliers, Delays, Liability, and Force Majeure

17.1 Standard of service

NDTT will use reasonable care and skill in coordinating the services it agrees to provide. Where a third party directly provides a service, that supplier is responsible for its own performance, licensing, equipment, employees, and compliance, subject to applicable law.

17.2 Events outside NDTT’s control

NDTT is not responsible for a delay, change, closure, cancellation, or loss caused by an event beyond reasonable control, including airline decisions, immigration processing, hotel overbooking, attraction closure, traffic, road closure, weather, natural disaster, epidemic, government restriction, strike, civil unrest, war, terrorism, communications outage, or supplier failure not caused by NDTT’s lack of reasonable care.

17.3 Reasonable assistance

When disruption occurs, NDTT will make reasonable efforts to communicate, reroute, rebook, obtain supplier credit, or arrange an alternative. Additional costs are payable by the customer unless NDTT or the supplier agrees otherwise.

17.4 Force majeure refunds

For force majeure, cash refunds are limited to amounts actually recovered or not yet committed to suppliers, subject to mandatory law. NDTT may prioritize rescheduling or travel credit where practical. Separate flights, hotels, meals, lost work, missed connections, or other consequential costs not booked through NDTT are the customer’s responsibility.

17.5 Limitation of liability

To the extent permitted by law, NDTT’s liability for a proven failure in a specific booking is limited to the direct and reasonably foreseeable loss caused by that failure and will not exceed the amount paid to NDTT for the affected service, except where a higher liability cannot legally be excluded or limited. This clause does not exclude liability for fraud, willful misconduct, gross negligence, or any liability that mandatory law does not allow NDTT to exclude.

17.6 Customer or third-party fault

NDTT is not responsible to the extent a loss is caused by the customer, another traveler, an unrelated third party, inaccurate information, failure to follow instructions, unsafe behavior, or failure to take reasonable steps to reduce the loss.

18. Complaints, Incidents, and Lost Property

18.1 Report problems promptly

A customer should report a service problem as soon as reasonably possible while NDTT or the supplier has an opportunity to correct it. The customer should provide the booking reference, date, facts, photos or screenshots where relevant, and the requested resolution.

18.2 Investigation and records

NDTT may review messages, portal records, driver logs, GPS or dispatch information, supplier records, payment records, and operational photos or videos relevant to the complaint, subject to privacy law. NDTT may request reasonable additional information before deciding a remedy.

18.3 Lost property

NDTT will make reasonable efforts to locate an item reported left in a vehicle or with a supplier, but recovery is not guaranteed. Storage, courier, packaging, transport, customs, or delivery costs are payable by the customer. Unclaimed items may be handled according to supplier policy and applicable law.

18.4 Good-faith resolution

The parties should first attempt to resolve a complaint through direct written communication. NDTT may offer correction, alternative service, travel credit, partial refund, supplier refund, or another reasonable remedy depending on the facts and legal rights involved.

19. Privacy, Personal Data, and Communications

This section is the binding statement. A plain-language version, together with a full account of what this website measures, is published separately as our Privacy Policy.

19.1 Personal data collected

NDTT may collect names, contact details, passport and visa information, civil-status documents, travel plans, hotel and flight details, payment and billing information, age groups, luggage information, accessibility or health-related details relevant to the service, communications, support records, reviews, and booking activity.

19.2 Purposes of processing

• Responding to inquiries, preparing quotations, confirming and delivering services
• Coordinating with drivers, guides, hotels, airlines, visa centers, embassies, insurers, couriers, payment providers, network operators, and other suppliers
• Processing payments, preventing fraud, maintaining accounting and legal records
• Providing customer support, safety assistance, complaint handling, and service improvement
• Sending operational updates and, where legally permitted, relevant offers or follow-up communications

19.3 Legal basis and consent

NDTT processes personal data where necessary to take steps requested by the customer, perform the booking contract, comply with law, protect vital interests, pursue legitimate business and security needs, or where the customer has given valid consent. Sensitive documents should be collected only when reasonably necessary.

19.4 Sharing and international transfer

NDTT may share necessary information with suppliers, staff, contractors, professional advisers, payment providers, technology providers, government authorities, embassies, consulates, visa centers, airlines, hotels, insurers, and couriers. Because travel services are international, data may be processed outside the Philippines. NDTT will use reasonable contractual, organizational, and technical safeguards appropriate to the service and applicable law.

19.5 Retention and security

NDTT retains personal data only for as long as reasonably necessary for service delivery, customer support, accounting, legal compliance, fraud prevention, dispute handling, or legitimate business records. NDTT will use reasonable administrative, physical, and technical measures to protect data, but no system can guarantee absolute security.

19.6 Customer rights and privacy contact

Subject to applicable law, a customer may request information about processing, access, correction, objection, erasure or blocking, and other available data-subject rights. Requests may be sent to sales@ndtraveltours.com with sufficient information to verify identity and locate the relevant records. The customer may also lodge a complaint with the National Privacy Commission where applicable.

19.7 Messaging and communication responsibility

The customer must provide a current email address and reachable messaging account, check spam or filtered folders, and notify NDTT of changes. Communications sent to the confirmed contact details may be treated as received in the ordinary course unless NDTT receives a delivery failure or contrary notice.

20. Photos, Videos, Reviews, and Intellectual Property

20.1 Marketing consent is separate

Booking a service does not automatically give NDTT permission to use a customer’s identifiable image, voice, testimonial, or children’s images for public marketing. NDTT should obtain separate and optional consent for social media, advertising, website, or promotional use. A parent or legal guardian must consent for a minor.

20.2 Operational documentation

NDTT or a supplier may create limited operational records reasonably needed to confirm service delivery, vehicle condition, safety, incident handling, or complaint investigation. Such records are not marketing permission and must be handled under the privacy section.

20.3 Customer photography and recording

Guests must comply with venue, privacy, performer, driver, guide, drone, and commercial-filming restrictions. Recording must not distract the driver, block public access, or violate another person’s rights.

20.4 Reviews and testimonials

A customer may choose whether to provide a review. NDTT must not require a positive review as a condition of receiving a service or resolving a legitimate complaint. Any separate reward program must disclose its conditions and must not prevent honest feedback.

20.5 NDTT materials

NDTT retains rights in its brand, website, itinerary templates, written guides, graphics, videos, quotations, portal design, and other original materials. Customers may use booking documents for personal travel purposes but may not resell, copy for commercial use, or falsely represent them as their own without written permission.

21. Electronic Acceptance and My Nomad Trip

21.1 Electronic agreement

To the extent permitted by law, the customer may accept these Terms through a website or portal checkbox, electronic signature, payment, written approval, reply message, booking confirmation, or other reliable electronic method that identifies the customer and records their approval.

21.2 Version and record of acceptance

NDTT may record the Terms version, date, time, booking reference, account, device or technical logs, payment record, and communication used to confirm acceptance. The Terms applicable to a booking are normally the version accepted when the booking was confirmed, together with later changes agreed in writing or required by law or safety.

21.3 My Nomad Trip portal

My Nomad Trip may display itinerary, payment status, driver or agent information, add-ons, documents, reminders, balance, terms acceptance, and other booking details. The customer must keep access links, passwords, one-time codes, and eSIM QR codes confidential and report suspected unauthorized access promptly.

21.4 Electronic records and system availability

Portal, email, messaging, and payment systems may experience maintenance, delay, or outage. A temporary system issue does not cancel a valid booking. Customers should keep copies of important confirmations and contact NDTT through another approved channel when urgent.

22. Governing Law, Dispute Resolution, and General Provisions

22.1 Governing law

These Terms are governed by the laws of the Republic of the Philippines, without limiting mandatory rights that may apply in the country where a service is performed or where a consumer is legally protected.

22.2 Good-faith dispute resolution

Before starting formal proceedings, the customer and NDTT should attempt in good faith to resolve the dispute through written communication and exchange the information reasonably necessary to understand the issue.

22.3 Courts and agencies

Subject to mandatory consumer or procedural law, disputes not resolved amicably may be brought before the proper courts or government agencies with jurisdiction, including the courts serving NDTT’s principal place of business in General Santos City, Philippines, where legally permitted.

22.4 Entire agreement and no oral variation

The contract documents described in Section 1 contain the agreement for the booking. A material change should be confirmed in writing by an authorized NDTT representative. A casual statement by a driver, supplier, or unofficial account does not amend the booking unless NDTT confirms it.

22.5 Severability

If a provision is found invalid or unenforceable, the remaining provisions continue to apply. The invalid provision should be interpreted or replaced as closely as legally possible to achieve its lawful purpose.

22.6 No waiver

A delay or failure to enforce a right does not permanently waive that right. A waiver applies only to the specific matter confirmed in writing.

22.7 Assignment and subcontracting

NDTT may use affiliated or independent suppliers to perform services while remaining responsible for its own coordination obligations. The customer may not transfer a booking to another person without NDTT’s written approval and any supplier approval or fee.

22.8 Updates to these Terms

NDTT may update these Terms for future bookings. A new version takes effect when published or communicated with its stated effective date. Existing confirmed bookings remain subject to the accepted version unless a change is required by law, safety, supplier regulation, or is agreed with the customer.

22.9 Contact details

Nomad Diaries Travel and Tours
General Santos City, Philippines
Email: sales@ndtraveltours.com
Website: www.ndtraveltours.com

Appendix A. Required Booking Information

This checklist supports Section 4 and may be adapted according to the service and destination.

Customer pre-confirmation checklist

• I reviewed the final price, currency, payment deadline, and transaction-fee information.
• I checked the date, pick-up point, route, duration, passenger count, and vehicle suitability.
• I declared all luggage, strollers, child seats, wheelchairs, and large items.
• I disclosed relevant accessibility, health, allergy, or assistance needs.
• I reviewed inclusions, exclusions, overtime, waiting time, and supplier rules.
• I reviewed the rescheduling, cancellation, no-show, and refund conditions.
• For visa service, I understand that approval and timing are not guaranteed.
• For Nomad eSIM, I confirmed device compatibility, unlocking, coverage, validity, and activation instructions.
• I have authority to accept the booking for all travelers and will share the applicable terms with them.