SOBEN TRAVEL

Bespoke Journeys, Born from a Dream

TERMS AND CONDITIONS

Welcome, and thank you for choosing Soben Travel. Soben Travel ("the Company", "we", "us", "our") is a duly registered tour operator and Destination Management Company (DMC), registered with the Ministry of Commerce of the Kingdom of Cambodia and licensed by the Ministry of Tourism to operate travel and tour services, based in Phnom Penh, and Siem Reap, Cambodia.

These Terms and Conditions ("Terms") govern every booking, quotation, itinerary and service arranged by Soben Travel for you ("Traveller", "you", "your", "Client"), whether for an individual, family, or group booking. By making a deposit payment, confirming a booking verbally, in writing, or through our website, you confirm that you have read, understood, and agree to be bound by these Terms on behalf of yourself and every person named on the booking. If any part of these Terms is unclear, please contact our team before confirming your booking.

These Terms may be updated from time to time. The version in force at the time you confirm your booking will apply to that booking.

1. Definitions

•      "Booking" means the tour, service, or combination of services reserved through Soben Travel.

•      "Confirmation" means the written notice (email or booking voucher) issued by Soben Travel confirming acceptance of a Booking.

•      "Third-Party Supplier" means any hotel, airline, ferry, cruise operator, restaurant, guide, driver, or other independent service provider engaged to deliver part of your itinerary.

•      "Force Majeure Event" has the meaning given in Section 7.

2. Booking & Reservation Process

A Booking may be made by phone, email, through our website enquiry/booking form, or in person. A Booking is only confirmed once Soben Travel has (a) issued a written Confirmation and (b) received the required deposit or full payment as set out in Section 3.

It is the Traveller's responsibility to check the Confirmation, itinerary, names, dates, and inclusions immediately upon receipt and to notify us in writing of any discrepancy within 3 days of receipt. Soben Travel is not liable for errors that the Traveller had a reasonable opportunity to identify and did not report.

3. Payment Terms

3.1 Currency and Method

All prices are quoted and payable in United States Dollars (USD) unless otherwise stated in writing. Payment may be made by bank wire transfer to Soben Travel's designated company bank account, or by other method expressly agreed in writing (e.g. payment link, credit card facility). Soben Travel does not accept responsibility for cash handed to individual staff members outside of an official, receipted transaction.

 3.2 Deposit and Balance

•      A non-refundable deposit of 30% of the total tour price is required at the time of booking to confirm your reservation, unless a different amount is specified in your quotation (for example, where a Third-Party Supplier requires a higher deposit, such as for flights, cruises, or peak-season hotels).

•      The balance of payment is due no later than 30 days prior to the departure date, unless otherwise stated in your Confirmation.

•      For bookings made within 30 days of departure, full payment is due at the time of booking.

•      Soben Travel reserves the right to treat a Booking as cancelled by the Traveller, and to apply the cancellation charges in Section 4, if the balance is not received by the due date.

3.3 Bank and Transaction Fees

Any bank transfer fees, currency conversion charges, or card processing fees are the responsibility of the Traveller and are not deducted from the amount due to Soben Travel. Payments must be received in full, net of all such charges.

3.4 Price Changes and Surcharges

Prices are based on costs, exchange rates, and third-party rates prevailing at the time of quotation. Soben Travel reserves the right to adjust the price of a confirmed Booking prior to departure to reflect increases in fuel or transportation costs, park/entrance fees, government taxes, or significant currency fluctuation. Where reasonably possible, we will notify you in writing of any such surcharge at least 14 days before departure.

3.5 Online and Website Payments

Where payment is made through a payment link, online form, or card facility referenced on our website, that facility is provided by a licensed third-party payment processor; Soben Travel does not store your full card details and is not responsible for the security practices of the payment processor's platform. You are responsible for ensuring you are transacting on our genuine website or an official Soben Travel payment link before entering any payment details.

4. Cancellation Policy

4.1 Cancellation by the Traveller

All cancellations must be made in writing (email) to Soben Travel. The effective date of cancellation is the date we receive your written notice, not the date you decide to cancel. The deposit referred to in Section 3.2 is non-refundable in all circumstances. In addition to the deposit, the following scaled cancellation charges apply, calculated on the full tour price:

Cancellation Notice (before departure)	Cancellation Charge
60 days or more	Loss of deposit only (see 3.2)
45–59 days	20% of full tour price
30–44 days	50% of full tour price
15–29 days	75% of full tour price
14 days or fewer, or no-show	100% of full tour price (non-refundable)

Where a Third-Party Supplier (airline, cruise, train operator, or specific hotel) applies its own, stricter non-refundable or non-amendable conditions, those conditions will apply in addition to, and may exceed, the scale above, and will be disclosed to you at the time of quotation or confirmation where known. Soben Travel may also charge a reasonable administration fee, separate from Third-Party Supplier charges, to cover costs already incurred in arranging your trip.

4.2 Cancellation or Amendment by Soben Travel

Soben Travel will make every reasonable effort to deliver your itinerary as confirmed. We reserve the right to cancel a Booking where full payment is not received by the due date (see Section 3.2), where a Force Majeure Event occurs (see Section 7), or where minimum group numbers for a group departure are not reached. Where we cancel for reasons within our control (excluding non-payment or Force Majeure), we will offer either a comparable alternative itinerary or a full refund of amounts paid to Soben Travel, less any amounts already non-refundably committed to Third-Party Suppliers on your behalf.

4.3 Amendments and Transfers

Requests to change dates, itineraries, or traveller names after Confirmation must be made in writing and are subject to availability. An administration fee may apply, in addition to any change fees imposed by Third-Party Suppliers. Bookings are not transferable to another person without our prior written consent.

4.4 Refund Method and Timing

Where a refund is due under these Terms, it will be paid in the same currency and, where reasonably practicable, by the same payment method used by the Traveller, less any non-refundable amounts, transaction fees, or bank charges already incurred. Refunds are processed within a reasonable period, typically within 30 days of the refund being agreed in writing.

5. Travel Insurance

Soben Travel does not provide, arrange, sell, underwrite, or act as agent or broker for any form of insurance. Comprehensive travel insurance is not included in any tour price under any circumstances, and it is the sole, personal, and non-transferable responsibility of the Traveller to purchase adequate cover before departure and for the full duration of travel.

At a minimum, the Traveller's own policy should cover:

•      Trip cancellation, curtailment, and interruption

•      Emergency medical treatment, hospitalisation, and emergency evacuation/repatriation

•      Loss, theft, or damage to luggage and personal belongings

•      Personal liability and personal accident cover

•      Cover appropriate to any adventure, water-based, high-altitude, or remote activity included in the itinerary (e.g. trekking, cycling, diving, whitewater rafting), as standard policies often exclude these activities unless specifically declared and added

For clarity, Soben Travel does not provide, and the Traveller should not assume the existence or availability of, any of the following:

•      Group, blanket, or company-arranged travel insurance covering Travellers on the tour

•      Vehicle, marine, or aviation passenger liability cover beyond what is independently held by the relevant Third-Party Supplier (e.g. transport operator, airline, cruise line) for its own operations

•      Medical, hospital, evacuation, repatriation, or emergency assistance cover of any kind

•      Cover for cancellation, delay, or curtailment caused by the Traveller's own circumstances (illness, visa refusal, missed connections, personal or family emergencies, etc.)

•      Cover for cash, valuables, or personal belongings carried by the Traveller

•      Coverage under any Cambodian or other national compulsory insurance scheme, except where a Third-Party Supplier is independently required by local law to hold it for its own operation (e.g. registered vehicle insurance)

Where a Third-Party Supplier maintains its own insurance (for example, a transport operator's third-party liability cover, or a hotel's public liability cover), that insurance is arranged solely for the Supplier's own operations. It does not extend to, substitute for, or guarantee any compensation to the Traveller, and any claim relating to such an incident remains a matter between the Traveller, the relevant Supplier, and/or the Traveller's own insurer.

Soben Travel strongly recommends that insurance be purchased at the time of booking so that cancellation cover applies from the earliest possible date. Proof of valid, adequate travel insurance may be requested prior to or during departure for certain activities (e.g. trekking, diving, or remote travel), and Soben Travel reserves the right to decline or suspend participation in such activities, without refund, where adequate proof is not provided.

Soben Travel accepts no liability whatsoever for any cost, loss, delay, or consequence — direct or indirect — arising from the Traveller's failure to obtain adequate insurance, or from any gap, exclusion, limit, or condition in the Traveller's chosen policy.

6. Optional Activities, Excursions & Free Time

Any activity, excursion, restaurant, shopping stop, or service that is not expressly listed as included in your written Confirmation and itinerary ("Optional Activity") and is booked, arranged, or undertaken independently by the Traveller during free time is done so entirely at the Traveller's own risk and own expense. This applies whether or not the activity is suggested or recommended by a Soben Travel guide or representative as a convenience.

Soben Travel does not vet, supervise, or guarantee the safety, standard, licensing, or insurance arrangements of any Optional Activity, and accepts no liability for any loss, injury, damage, or expense arising from it, except where that activity has been separately quoted, booked, and confirmed in writing as part of your itinerary.

7. Force Majeure

Soben Travel shall not be liable for any failure to perform, delay, alteration, curtailment, or cancellation of a Booking caused directly or indirectly by a Force Majeure Event, being any event beyond our reasonable control, including but not limited to: acts of God; natural disasters; adverse weather; flood; fire or destruction affecting any vessel, aircraft, or vehicle; war, invasion, act of foreign enemies, riot, civil unrest, or civil war; acts of terrorism; government action, border closure, or change in travel advisory or law; nuclear, chemical, or biological contamination; epidemic or pandemic; industrial action or strike; and shortage of fuel, food, or essential supplies.

Where a Force Majeure Event affects a Booking, Soben Travel will endeavour to assist the Traveller in making alternative arrangements, but any additional costs arising from the Force Majeure Event (including rebooking, accommodation, repatriation, or Third-Party Supplier charges) shall be borne by the Traveller, subject to any recovery available under the Traveller's own travel insurance.

8. Health, Fitness to Travel & Special Requirements

It is the Traveller's responsibility to inform Soben Travel, in writing and prior to confirming the Booking, of any medical condition, disability, dietary requirement, or other special need affecting themselves or any member of their party that may affect their ability to participate safely in the itinerary. Soben Travel will make reasonable efforts to accommodate disclosed needs, but reserves the right to decline or modify a service where a disclosed condition presents a safety risk to the Traveller or others, or where the request cannot reasonably be accommodated by Third-Party Suppliers.

Where a condition is not disclosed prior to final booking, Soben Travel accepts no responsibility for any resulting inability to participate in, or enjoy, part or all of the itinerary, and no refund will be due in such circumstances.

9. Traveller Documentation, Passports & Visas

The Traveller is solely responsible for ensuring that all travel documents — including passports (valid for at least six months beyond the return date, unless the destination requires otherwise), visas, vaccination certificates, and flight tickets — are valid, correctly named, and obtained in good time before departure. Soben Travel is not liable for any cost, loss, denied boarding, or denied entry arising from missing, invalid, or incorrectly issued documents, and any resulting charges (including rebooking or replacement itinerary costs) will be the Traveller's responsibility.

If the Traveller misses or needs to cancel a flight connecting with a Soben Travel itinerary, the Traveller must notify Soben Travel immediately so that alternative arrangements can be considered; any additional cost of doing so is payable by the Traveller.

10. Traveller Conduct

The Traveller agrees to behave in a manner that does not endanger the safety, comfort, or enjoyment of other travellers, guides, drivers, or staff, and to comply with the reasonable instructions of Soben Travel representatives and Third-Party Suppliers, including local laws and customs. Soben Travel reserves the right, without liability or obligation to refund, to remove any Traveller from a tour whose conduct is found by the guide or company representative to be dangerous, illegal, or seriously disruptive to other participants.

11. Liability

Soben Travel acts as an agent and organizer in arranging accommodation, transport, guiding, and other services provided by independent Third-Party Suppliers. Except where a service is provided directly by Soben Travel's own employed staff, Soben Travel is not the provider of these services and its liability is limited to exercising reasonable care and skill in the selection of reputable Third-Party Suppliers.

To the fullest extent permitted by law, Soben Travel shall not be liable for any injury, illness, death, loss, damage, delay, or additional expense arising from: the act or omission of a Third-Party Supplier; a Force Majeure Event; the Traveller's own act or omission; or the act of a third party not connected with the provision of the itinerary. Where Soben Travel is found liable, our total liability shall not exceed the total amount paid by the Traveller for the Booking, except in the case of death or personal injury caused by our proven negligence, where liability is not excluded by law.

Personal belongings, valuables, and luggage remain at all times the Traveller's own responsibility; Soben Travel recommends against carrying irreplaceable valuables and is not liable for their loss, theft, or damage, without prejudice to the Traveller's rights against the relevant carrier or hotel.

 12. Third-Party Services and Substitutions

Where a service provider (accommodation, guide, transport, or similar) originally proposed becomes unavailable, Soben Travel reserves the right to substitute a comparable alternative of similar standard. Where reasonably possible, the Traveller will be notified in writing in advance of departure. Minor changes of this nature do not entitle the Traveller to a refund or compensation.

13. Photography and Media

Soben Travel or its representatives may take photographs or video during tours for use in the Company's marketing, website, and social media. Travellers who do not wish to be identifiably featured should notify their guide or our office in writing prior to or at the start of the tour, and reasonable efforts will be made to accommodate the request.

14. Complaints Procedure

If you experience a problem during your trip, please report it immediately to your guide, driver, or Soben Travel representative on the ground so that we have the opportunity to resolve it while you are still travelling. If the matter is not resolved locally, please submit a written complaint to Soben Travel within 14 days of the end of your trip. Complaints raised after this period may be more difficult for us to investigate with Third-Party Suppliers.

15. Data Privacy

Personal information provided in connection with a Booking (including passport details, dietary and medical information, and payment details) is collected and used solely for the purpose of arranging and delivering your itinerary, and may be shared with relevant Third-Party Suppliers (e.g. hotels, airlines) strictly as necessary for that purpose. Soben Travel will not sell or disclose your personal information to unrelated third parties.

16. Minors and Family Bookings

Travellers under 18 years of age must be accompanied by a parent or legal guardian, or by an adult with documented parental/guardian consent, for the full duration of the tour. The adult accompanying a minor is responsible for the supervision, safety, and conduct of that minor throughout the Booking.

17. Intellectual Property & Website Content

All content published on the Soben Travel website and in our marketing materials — including text, photographs, itineraries, logos, and the "Soben Travel" name and mark — is owned by or licensed to Soben Travel and is protected under applicable copyright and trademark law. You may view, download, and print content for your own personal, non-commercial use only. Reproduction, distribution, or commercial use of any content without Soben Travel's prior written consent is prohibited.

Prices, itineraries, and availability shown on our website are indicative and subject to change without notice until confirmed in writing; it is the specific written Confirmation and quotation issued for your Booking, not general website content, that governs your Booking. Our website may contain links to third-party websites for your convenience; Soben Travel is not responsible for, and does not endorse, the content or practices of any linked third-party site.

18. Governing Law and Jurisdiction

These Terms are governed by, and shall be construed in accordance with, the laws of the Kingdom of Cambodia. Any dispute arising out of or in connection with a Booking that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the competent courts of Phnom Penh, Cambodia, or resolved by an alternative dispute resolution method (e.g. mediation) mutually agreed in writing between the parties.

19. General Provisions

•      Entire Agreement: These Terms, together with the written Confirmation and quotation issued for your Booking, constitute the entire agreement between the Traveller and Soben Travel and supersede any prior oral or written representation.

•      Severability: If any provision of these Terms is found unenforceable by a competent authority, the remaining provisions shall continue in full force and effect.

•      Amendment: Soben Travel may update these Terms from time to time; the version current at the date of Confirmation applies to that Booking.

•      No Waiver: Failure by Soben Travel to enforce any provision of these Terms shall not be construed as a waiver of that or any other provision.

20. Contact Us

If any part of these Terms is unclear, or if you have questions about your Booking, please contact our team before confirming payment:

•      Soben Travel, Phnom Penh, Siem Reap Cambodia

•      Email: bookings@sobentravel.com

•      Website: www.sobentravel.com