SANGAY TOURING – Privacy Policy

Sangay Touring is dedicated to maintaining your privacy and treats your client personal information with extreme care and caution.   Sangay Touringdoes not share, loan or sell your name, email address, contact details or any other information personal information with any third party without your consent.

How do we protect your personal information?

Your personal information is held in our Quito, Ecuador office on a private local server which is protected by a firewall and is only viewable via a password operated system by authorized staff members.

Sangay Touring now uses SSL (Secure Sockets Layer) for data transmission, allowing us to ensure that sensitive information is sent through an encrypted, secured channel.   We feel it very important to secure our site's pages where sensitive information is sent over the web.  The following two pages (where your personal & sensitive information is used) are secured (you will notice a padlock in your browser window):

• Booking form (https://www.sangay.com/stbookingform.html)
• Initial contact form (https://www.sangay.com/reservations.html)   

Please note that our website has links to carefully chosen third party websites which we feel may be of interest to you. However, you should be aware that the security measures we apply to our own website may not exist on these third party websites. We strongly encourage you to read the privacy policy of these websites before divulging your personal information. Sangay Touring cannot be held responsible for data that you choose to give to a third party that has a link from our website.

Newsletters

We may send you newsletters containing information on the special offers or news that we feel may be of service to you. You will have the option at the time of booking to indicate that you do not wish to receive such information. You may also unsubscribe from receiving newsletters at any time by emailing us at info@sangay.com.

What personal information do we collect?

The personal information that we ask from you is used to help us provide the best travel assistance possible. We use the details you provide to process your telephone and online inquiries, to recommend programs and options that best suits your requirements and to contact you about the travel arrangements in which you have expressed an interest.

When you book/reserve with Sangay Touring the information we collect is also used internally by our professional staff in order that we can make travel arrangements that you have specifically requested. The sharing of this information is restricted to Sangay Touring and its exclusive third party service providers. 

The information that you provide may also be used to compile internal statistics such as identification of the types of clients (age groups, nationalities, localities etc), and assessing the number of visitors to different areas of our website so that we can better understand the needs of our clients.

Legal Disclosure

Sangay Touring reserves the right to disclose your personal information in the event that it is required by law, governmental authorities or if the personal information is relevant to any legal proceeding, court order or judicial process.

This privacy policy was updated on August 16th, 2010. We reserve the right to amend this policy and any significant changes to its contents will be posted on our website. We respect your right to privacy and will endeavor to fully protect the personal details that you provide us.

If you have any further questions regarding our privacy policy please do not hesitate to contact us at:

Sangay Touring
Amazonas N23-31 (between Veintimilla & Wilson)
Quito
Ecuador

info@sangay.com

• [2.1]  The client(s) of ST services has/have the responsibility to select a trip appropriate to their abilities and interests - ST will not pay for any expenses incurred for medical or unforeseen reasons .  The client(s) of ST service(s) is/are held responsible for being in sufficient good health to undertake the trip.  ST and its affiliates take no responsibility for incidental costs for special arrangements or problems incurred by passengers unable to participate in the planned activities.
• [2.2]  The client(s) are responsible to ensure that their passport(s) and/or entry visa(s) are in order and abide by all the current requirements.
• [2.3]  No refund will be forthcoming for missed sightseeing, meals, and early/late departures and disliked visits.
• [2.4]  Any complaint(s) the passenger(s) have regarding Galapagos cruises must be brought directly to the attention of the specific Galapagos yacht operator directly in Galapagos.  Requests for refunds must be handled directly in Galapagos with the specific yacht operator prior to departing the Galapagos Islands.  ST will act as an intermediary to assist the client(s) in receiving an official response from the yacht operator in question but is not responsible for the yacht operator’s final decision(s) on the complaints and/or claims.
• [2.5]  Any complaints or claims on non-Galapagos tours must be brought to the attention of ST in writing within 48-hours of the incident.   ST will act as an intermediary to assist the client(s) in receiving an official response from third party providers but is not responsible for the services or the decisions on the complaints and/or claims of the third party provider.
• [2.6]  ST strongly recommends that all the passengers using ST services have travel insurance for trip delay, trip cancellation, baggage, accident and sickness before coming to Ecuador - this type of insurance is not currently included on ST tours, cruises and other third party services.
• [2.7]  The client(s) must be available to be contacted by a ST Representative once in Ecuador (i.e., by means email or telephone) in the case of emergency.   The client(s) must provide ST with local contact details in the case that ST needs to communicate with the client(s) for last minute changes or alterations in travel arrangements (within 24 to 48 hours prior to the scheduled activity).
• [2.8]  The client(s) must ensure that the booking/reservation personal data (e.g. full name(s), passport number(s) etc) is filled out correctly and accurately. Later changes to personal reservation data (e.g., name(s), passport number(s) etc) may be subject to penalties by third party service providers.
• [2.9]  All clients) are responsible to ensure that requested documents and information (e.g., copies of passport(s), travel insurance details, International flight details etc) are provided to your travel consultant in a timely manner. 

• [3.1]  Third party services, including but not restricted to Galapagos yacht operators, reserve the right to alter or change their itineraries without prior notice where deemed necessary, including but not restricted to substitution with comparable hotel, yacht, vessel or vehicle, guide, attractions or sightseeing.  Extra costs due to unexpected changes in your itinerary for reasons beyond our control are the responsibility of the client(s);
• [3.2]  ST will not be held responsible for missed or delayed tours if the client(s) do not provide ST with a means of communicating with the client(s) at least 24 hours prior to the scheduled commencement of services (in the case that ST needs to communicate with the client(s) regarding last minute changes in travel arrangements);
• [3.3]  ST reserves the right to change prices without prior notice in the event of any price increases beyond the control of ST including but not restricted to the price of the fuel and/or fluctuations on Government taxes;
• [3.3]  ST will not be held responsible for client(s) that do not check-in at the designated time for flights (90 minutes prior to flight departure);
• [3.4]  ST will not be held responsible for client(s) that do not follow the instructions for the specific tour(s), including but not limited to appropriate required documentation(s),  pick up times & locations;
• [3.5] For client(s) picking up travel documents from the TAME CARGO office of the Guayaquil airport, ST will not be held responsible for missed flights or tours if the client(s) do not present themselves at the TAME CARGO office of the Guayaquil airport least 120 minutes prior to flight departure.

• [4A.1]  All reservations must be made in writing to ST by filling out the booking form at www.sangay.com/bookingform.html. The client(s) must ensure that the booking/reservation personal data (e.g. full name(s), passport number(s) etc) is filled out correctly and accurately. Later changes to personal reservation data (e.g., name(s), passport number(s) etc) may be subject to penalties by third party service providers.
• [4A.2]  Client(s) will be provided an invoice/bill that specifies the service(s), costs and payment requirements by your ST travel consultant.
• [4A.3]  All initial payments (deposit payment in the case of reservations made more than 61 days prior to the commencement of service and/or full payments in the case of reservations made less than 61 days prior to commencement of services) must be received on (or before) the time limit specified in your invoice/bill.  Failure to remit the associated payment by the specific time limit specified will result in an automatic change of status to a provisional basis and the possible inability to reinstate your reservation.
• [4A.4]  There shall be no binding contract until a payment has been received by ST. 
• [4A.5]  Receipt of your deposit payment (or full payment) is deemed to constitute acceptance by the client(s) of all ST terms and conditions, including but not limited to the cancellations policies and terms.  All confirmed payments received are confirmed in writing by your travel consultant.
• [4A.6]  Client(s) with a balance payment pending must ensure that the payment is received on (or before) the time limit specified in the invoice/bill for the balance payment - or 61 days prior to the commencement of services - whichever occurs first.  Failure to remit the balance payment by the specified time limit will result in an automatic change of status to a provisional basis, the possible inability to reinstate your reservation, forfeiture of the deposit payment and/or cancellation of the reservations.
• [4A.7]  Any reservation(s) made within sixty one (61) days of commencement of services will be accepted provided space(s) is(are) available, and full payment is received by the time limit specified in the invoice/bill.   Payment options are Western Union, bank wire transfer and/or PayPal. We do not accept payment by check(s) for reservations made less than sixty one (61) days prior to commencement of our services.
• [4A.8]  Payment(s) made by check must be received at least ninety one (91) days prior to the commencement of our services. We only accept US-based personal bank checks.  The check(s) must be sent by registered courier (e.g. FedEx, UPS, DHL etc) to our head office in Quito. 
• [4A.9]  ST will not provide tickets, coupons, vouchers or documents until full payment has been received and in the case of checks, until the check has been cashed. [See section 4B for receiving final travel documents]
• [4A.10] ST will not accept responsibility for wire transfer and/or courier charges or errors.
• [4A.11] Service rates are fixed at the time of confirming and booking services.  Subsequent discounts or last minute specials made available by service providers after making and confirming reservations are not retroactive.
  
• [4A.12] For child discounts, the client(s) must provide ST with a copy of the child’s passport.  Failure to do so will not entitle the client(s) to the respective child discounts.

• [4B.1]  In the majority of cases, all travel documents are provided are in an electronic format (e.g. pdf document or similar), and copies of these electronic documents can be emailed to you - please ensure that you have provided us the necessary email address to ensure you receive these documents. 
  
• [4B.2]  In rare circumstances, a service provider may supply physical documents (often including badges/stickers, pamphlets etc). In these rare cases, clients departing from Quito can either (1) pick-up their travel documents directly from the ST office (Monday to Friday from 09h00 to 18h30) at least 24 hours prior to the commencement of services or (2) arrange directly with a ST representative to have the travel documents delivered to a designated hotel in Quito.  In the case of clients departing from Guayaquil, physical documents & material can be picked up from the TAME CARGO office at least 120 minutes prior to the flight departure.  For passengers picking up their documents in the TAME CARGO office of the Guayaquil airport, a tracking (guia) number will be provided to the client(s).   TAME CARGO office hours are: Monday to Friday from 05h00 to 20h00, Saturdays from 05h00 to 18h00 and Sundays/holidays from 07h00 to 18h00).
• [4B.3]  Normally all the final travel documents are provided by the respective service providers (i.e., Galapagos operator etc) approximately 8 to 10 days prior to the commencement of services but can vary from operator to operator. Service voucher(s) and/or airline ticket (or electronic tickets) are provided to the client(s) no less than 72 to 24 hours prior to the commencement of the service(s).   
  

• Passengers complete names (as they appear in the passengers’ passport);
• Passport number & passport copy (note: As of January 2010 - all foreign nationals are required to provide a copy of his/her passport);
• Home address & telephone number (note: As of January 2010 - all foreign nationals are required to provide this information);
• Dietary requirements. ST will do its best effort to satisfy dietary needs, but in certain cases this may not be possible;
• Nationality;
• Date of birth (please use dd/mm/yyyy);
• Language spoken and mother language;
• In special cases (i.e., scuba diving, climbing) ST will need further information such as: height, weight, physical condition, etc.;
• Local (Ecuador) contact information (i.e., telephone number of hotel) in the case that an ST representative needs to communicate with the client(s) to notify of a change.

• [5.1]  Any cancellation of a booking must be received by ST in writing and shall only be effective upon its acknowledged receipt by ST.
  
• [5.2]  As cancellation policies vary from service provider to service provider (e.g., Galapagos cruise operators etc), please request the specific cancellation policies that apply to your service(s) from your ST travel consultant.
• [5.3] As a general guideline (*exceptions exist, refer to 5.2) if written notification is received at least ninety one (91) days prior to departure, your deposit will be refunded, minus a US $200 service charge per person. If your cancellation is made 90 to 61 days prior to departure, 50% of your payment will be refunded, minus a US $200 service charge per person. If your cancellation is made 61 days or less prior to departure, full payment is forfeited.
• [5.4]  If you are a "no show," your reservation will be deemed as cancelled without having given ST any notice, and the provision 1 above shall apply.
• [5.5]  Any request to amend or change a booking once it has been confirmed is subject to space availability & third party service provider conditions. If ST is able to modify your reservation, an administrative fee of $100 per change will be assessed. This fee(s) will be added to your final invoice.
• [5.6]  Reimbursements are subject to the terms and conditions of third party service providers, including but not limited to, the lapse of time required to refund the monies.  The average reimbursement period is 30 to 60 days (varying depending on cancelled services & conditions);
• [5.7]  Reimbursements and refunds by bank wire transfer or other electronic payment methods are subject to the handling charges associated with such  transactions.
• [5.8]  No refunds are given:

1. for lost travel time or substitution of facilities;
2. for itineraries amended after departure;
3. for circumstances arising beyond ST's control, necessitating alternative arrangements being made to ensure the safety and/or further participation and enjoyment of your program;
4. if you do not arrive for any accommodation, service, sightseeing or trip segment without notifying ST;
5. if you leave your program after it has begun, or miss any scheduled sightseeing, activities, meals or accommodations;
6. if you suffer loss of services or inconvenience as a result of traveling without the correct documentation, including passports, visas and inoculations certificates.
7. last minute discounts or special offers published after the reservation has been confirmed.
   

1.  WESTERN UNION

Fill out a Quick Pay form from Western Union with the following required information:

Receiver name:	Robin George Slater Thomson
Receiver location:	Quito, Ecuador

You will then need to provide ST with the confirmation/tracking code provided by Western Union, along with the name, city/country of the individual who made the transaction, and the exact amount sent.

IMPORTANT NOTE: For clients that use Bank of America please contact your ST travel consultant prior to initiating a wire transfer.

Your bank will be able to help you transfer funds from your account directly to ours, the details of which follow. Please make sure that the details are copied exactly as one small error, can slow down the process or send your funds to the wrong account.
 

BANK:	BANCO PICHINCHA MIAMI AGENCY
BANK ADDRESS:	1111 BRICKELL AVENUE PISO 26 MIAMI, FLORIDA 33131
BANK TEL:	(305) - 372 - 3601
BANK FAX:	(305) - 372 - 9049
ABA:	066012867
SWIFT:	PICHUS3M
ACCOUNT HOLDER:	SANGAY TOURING
ACCOUNT NUMBER:	23118989

Many banks require our company's physical address.  Our office address is:  

Sangay Touring
Av. Amazonas N23-31 (between Veintimilla & Wilson)
Quito, Ecuador, South America
 + (593-2) 222-1336 / 256-0428

Please Email a copy of your wire transfer form or fax it to Sangay Touring  at:  + (593-2)-2560-426 

Please make sure that all bank charges are covered (including a $10 fee we are charged for receiving your wire transfer) so that we receive the full amount of your tour and / or cruise and / or tickets.

If you have any questions, please call us at  + (593-2)-222-1336 or 2560-426 to ensure that your wire transfer details are correctly filled out.