Epic Travel Designer Terms and Conditions
These Terms and Conditions form the agreement between Epic Travel Designer (“The Company”) and the traveller(s) (“The Client”). By engaging our services, paying the Travel Design Fee, or placing a Trip Deposit, The Client is deemed to have read, understood and agreed to these Terms and Conditions.
1. Travel Design Fee, Acceptance & Payments
1.1 Travel Design Fee
A Travel Design Fee, as quoted by Epic Travel Designer and communicated to The Client prior to commencement of the Travel Design phase, is payable if The Client decides to proceed following the initial consultation.
The Travel Design Fee covers professional services undertaken by The Company, including research, itinerary concept and route design, supplier coordination, recommendations, indicative budget guidance, and up to two reasonable refinement rounds.
The Travel Design Fee is non-refundable once the Travel Design phase has commenced, as it represents payment for professional work performed by The Company.
1.2 Credit Towards Final Tour Fare
If, following the Travel Design phase, The Client accepts the proposal and engages Epic Travel Designer to arrange the trip, the Travel Design Fee paid will be credited in full towards the final tour fare.
The credit has no cash value and is not transferable to another traveller, trip or booking unless otherwise agreed by The Company in writing.
If The Client chooses not to proceed with Epic Travel Designer after the Travel Design phase, the Travel Design Fee remains non-refundable.
1.3 Mutual Fit
The Travel Design phase also allows both The Client and The Company to determine whether there is a suitable working relationship for the subsequent planning, booking and trip arrangement phase.
Epic Travel Designer reserves the right to decline to proceed with the subsequent trip arrangement where The Company reasonably determines that expectations, communication, behaviour, budget, travel requirements or other material circumstances are not compatible with the services provided by The Company.
Where The Company elects not to proceed after Travel Design work has commenced or been completed, the Travel Design Fee remains non-refundable as payment for professional services already performed.
Neither party is obliged to proceed to the trip arrangement phase solely because a Travel Design Fee has been paid.
1.4 Acceptance & Trip Deposit
If The Client accepts the Travel Proposal and wishes to engage Epic Travel Designer to arrange the trip, a 50% Trip Deposit is required before bookings are made.
The Travel Design Fee previously paid will be credited towards the final tour fare.
The trip is considered confirmed once the required Trip Deposit has been received and The Company has confirmed acceptance of the booking.
1.5 Final Payment
Full payment of the outstanding tour fare is due 8 weeks before departure unless otherwise stated in writing.
Failure to make payment by the stipulated deadline may be treated as cancellation by The Client and will be subject to the applicable cancellation terms.
2. Inclusive Package Pricing
Epic Travel Designer operates on an inclusive package pricing model.
No itemised price breakdowns will be provided for hotels, guides, transport, meals, experiences, supplier invoices or other individual components forming part of the package.
Any unused, cancelled or amended services will be reflected as a consolidated adjustment where applicable, taking into account supplier terms, penalties and confirmations.
3. Scope of Services
Depending on the agreed Travel Proposal, services may include:
Accommodation bookings.
Transport arrangements, including private transfers, car rentals, trains and ferries.
Experience and activity bookings.
Reasonable itinerary refinements after payment of the Trip Deposit.
On-trip WhatsApp concierge support.
Unless expressly included in the Travel Proposal, services do not include international flights, visa applications, travel insurance purchase, tax refund assistance, parcel shipment, babysitting, personal errands or other services outside the agreed scope.
4. Communication & Support Framework
Communication will generally be conducted via WhatsApp and email.
Calls are by appointment.
Responses will be provided during normal business hours except where urgent assistance is reasonably required for an active trip.
The Company maintains a zero-tolerance policy towards abusive, threatening, harassing, manipulative or persistently disrespectful behaviour.
The Company reserves the right to discontinue an engagement where expectations, communication, behaviour or service requirements are materially incompatible with the services provided by The Company, subject to the provisions of these Terms and Conditions.
5. Design Revision Guidelines
The Travel Design phase includes up to two reasonable refinement rounds unless otherwise agreed in writing.
Material changes to the original brief, including changes to destination, travel dates, budget, traveller count or fundamental travel requirements, may require an additional Travel Design Fee.
Following payment of the Trip Deposit, reasonable refinements within the agreed trip concept are included.
Complete redesigns, substantial changes in scope or destination changes may incur additional design or administrative fees.
6. Cancellation & Amendment Policies
6.1 Trip Deposits
Trip Deposits are non-refundable but non-expiring, subject to supplier terms, commitments already made and any applicable fare differences or additional costs at the time of rebooking.
Trip Deposits are non-transferable to other individuals unless otherwise agreed by The Company in writing.
6.2 Material Changes After Final Payment
Where The Client requests a new destination or a material redesign after final payment, an additional Travel Design Fee may apply.
An administrative fee of SGD750 per group may also apply.
Any supplier penalties, cancellation charges, additional costs and fare differences will be borne by The Client.
6.3 Itinerary Amendments After Final Payment
Material itinerary amendments requested after final payment may incur an administrative fee of SGD750 per group.
Any penalties, additional charges or fare differences imposed by suppliers will be borne by The Client.
6.4 Cancellations After Final Payment
Where The Client cancels the trip after final payment, all supplier non-refundable amounts, cancellation charges and other committed costs will be deducted from any amount otherwise refundable.
Epic Travel Designer will also charge an administrative fee of SGD750 per group.
Any refund due will be processed according to supplier refund policies and timelines.
7. Refund Policies
No refunds will be provided for unused services or voluntary changes after commencement of the trip.
Where services are affected by force majeure, operational circumstances or events beyond The Company’s reasonable control, adjustments may be made where reasonably possible.
Additional costs arising from such changes will be borne by The Client. Any recoverable savings or supplier refunds received by The Company will be reflected in the final adjustment where applicable.
8. Travel Insurance & Documentation
The Client is responsible for obtaining adequate travel insurance appropriate to their circumstances and trip.
An administrative fee of SGD180 per request applies where The Client requires The Company to prepare or collate supporting documentation for an insurance claim.
Epic Travel Designer does not submit, negotiate or manage insurance claims on behalf of The Client and cannot guarantee the outcome of any insurance claim.
9. Travel Documents & Visas
The Client is responsible for ensuring that all travellers hold valid passports, visas, permits, health documentation and any other documentation required for travel.
The Company is not liable for denied boarding, refusal of entry, deportation, delays or other losses resulting from incomplete, expired, inaccurate or otherwise inadequate travel documentation.
10. Supplier Availability & Price Fluctuations
All hotels, transport, experiences and other travel arrangements are subject to availability at the time bookings are made.
Rates and availability are not guaranteed until the relevant services have been booked and confirmed.
Prices may change due to seasonality, demand, currency fluctuations, taxes, supplier increases or other circumstances beyond The Company’s control.
The Client is responsible for any supplier price increases or fare differences arising before final confirmation.
11. Accuracy of Client Information
The Client must provide complete and accurate information regarding all travellers, including names, ages, mobility requirements, dietary requirements, allergies, medical or physical considerations relevant to travel arrangements, preferences and restrictions.
The Company is not responsible for disruptions, additional costs, unsuitable arrangements or losses resulting from information that is withheld, incomplete, inaccurate or provided late.
12. Fitness & Activity Suitability
Activities and experiences are recommended based on information provided by The Client.
The Client is responsible for assessing each traveller’s ability and suitability to participate in any activity.
The Company is not responsible for the suitability or safety of an activity where relevant information concerning fitness, mobility or other limitations has not been accurately disclosed.
13. Weather & Seasonal Limitations
Weather and seasonal conditions are beyond the control of The Company.
The Company does not guarantee specific weather, scenery, natural phenomena or seasonal conditions.
Itinerary adjustments may be required for operational or safety reasons.
Where possible, reasonable alternatives will be arranged. Refunds, where applicable, will be subject to the relevant supplier’s terms and conditions.
14. Shopping, Tax Refunds & Personal Purchases
The Company is not responsible for tax refund procedures, shopping decisions, personal purchases or parcel shipments.
All purchases made by The Client during the trip are undertaken at The Client’s sole discretion and risk.
15. Supplier Communication Boundary
To minimise errors and conflicting instructions, The Client should not independently alter arrangements directly with hotels, drivers, guides or other suppliers unless instructed or agreed by The Company.
Where The Client independently communicates changes, instructions or requests directly to a supplier without informing The Company, The Company is not responsible for resulting errors, additional charges, misunderstandings or disruptions.
16. Mutual Fit & Behavioural Boundaries
Epic Travel Designer provides a highly collaborative and personalised travel design service. A workable professional relationship between The Client and The Company is therefore necessary.
The Company reserves the right to decline or discontinue an engagement where there is a material mismatch in expectations, communication, service requirements or budget, repeated disregard of agreed processes or boundaries, or where The Company reasonably considers that continuing the engagement would not result in a productive working relationship.
The Company may immediately discontinue services in cases involving abusive, coercive, threatening, harassing or otherwise unacceptable behaviour.
Fees relating to professional services already performed, including the Travel Design Fee, remain non-refundable.
Where a Trip Deposit or subsequent tour payments have already been made, any refund or adjustment will be determined taking into account work already performed, commitments made, supplier cancellation terms, non-refundable amounts and reasonable administrative costs incurred by The Company.
17. Digital Communication & Confirmation
Important instructions, amendments and requests should be provided in writing via WhatsApp or email.
Verbal or telephone discussions relating to material trip arrangements are not considered confirmed until documented in writing.
The Client is responsible for reviewing written confirmations and informing The Company promptly of any inaccuracies.
18. Guides & Drivers
Specific guides, drivers or other supplier personnel cannot be guaranteed unless expressly stated otherwise.
Personnel may be substituted due to illness, availability, operational requirements or other circumstances beyond The Company’s control.
Where substitution is necessary, reasonable efforts will be made to provide a suitable alternative.
19. Special Requests
Special requests, including high floors, connecting rooms, adjoining rooms, specific bedding arrangements, views, dietary requests or similar preferences, are subject to supplier availability and cannot be guaranteed unless expressly confirmed.
Restaurant reservation requests outside the agreed scope of services may incur an administrative fee of SGD100 per booking.
20. Feedback & Complaints
Feedback or complaints may be submitted by email to info@epictraveldesigner.com.sg.
The Company will generally respond within one week, although complex matters involving third-party suppliers may require additional time for investigation.
Where an issue occurs during a trip, The Client should notify The Company as soon as reasonably possible so that The Company has an opportunity to assist or seek a resolution while the trip is ongoing.
21. Privacy & Use of Media
The Company handles personal information in accordance with applicable Singapore personal data protection requirements.
Photographs, videos, testimonials or positive reviews provided to The Company may be used for marketing or promotional purposes unless The Client opts out in writing.
22. Liability, Third Parties & Indemnity
Epic Travel Designer acts as an arranger of travel services that may be provided by independent third-party suppliers, including hotels, transport providers, guides, activity operators and other service providers.
The Company is not responsible for acts, omissions, delays, cancellations, service failures or other matters caused by independent third-party suppliers or circumstances beyond The Company’s reasonable control.
The Company is not liable for losses arising from force majeure events, theft, delays, weather, government actions, strikes, natural disasters, transport disruption, independent activities undertaken by The Client or inaccurate or incomplete information provided by The Client.
The Client agrees to be responsible for losses, costs or damages arising from The Client’s breach of these Terms and Conditions or unauthorised actions affecting confirmed arrangements.
Nothing in these Terms and Conditions excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.
23. Intellectual Property
All itinerary designs, route concepts, written recommendations, maps, layouts, research and other original materials created by Epic Travel Designer remain the intellectual property of The Company unless otherwise agreed in writing.
Such materials are provided for The Client’s personal use in connection with the proposed or confirmed trip.
They may not be reproduced, distributed, published, resold, commercially exploited or provided to another travel agent or service provider for the purpose of replicating or booking the proposed arrangements without written permission from The Company.
24. Amendments to Terms
The Company may amend these Terms and Conditions from time to time.
The Terms and Conditions applicable to a particular engagement will be those communicated or made available to The Client at the time The Client enters into that engagement, unless subsequent amendments are agreed between The Client and The Company.
Last Updated: 17 August 2026