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General Terms & Conditions of Sale (T&C)

1. Guarantees & Payment Terms

Exchange Rate Guarantee:

The prices indicated in the programs/quotations are per person and expressed in EUR (€), unless otherwise specified.

The travel budget is calculated according to the local currency exchange rate applicable on the date the proposal is sent. This exchange rate and its validity period are specified in the client proposal.

In order to secure travel prices, LVA has established a partnership with a financial institution implementing a mechanism known as “forward currency purchase.” This system allows the company to secure a fixed exchange rate and eliminate risks linked to currency fluctuations.

This service guarantees travelers that the exchange rate agreed upon at the time of booking confirmation will remain unchanged, even in the event of significant market fluctuations before final payment.

Full Guarantee of Deposited Funds (FGDF):

The FGDF is an obligation to guarantee all advance payments made by travelers (deposits and balance payments), which are used by the agency to secure reservations.

The Full Guarantee of Deposited Funds is a traveler protection mechanism. It requires our company to manage travelers’ funds — particularly deposits — in a specific and transparent manner.

LVA guarantees that all deposits paid by travelers are secured and protected through dedicated fixed-term accounts.

Payment Terms :

Upon registration, the client must pay a deposit of 35% of the total invoice amount.

Air tickets are excluded from the deposit calculation and must be paid in full at the time of booking confirmation.

The balance payment must be made no later than two months before the arrival date at destination.

For short-term bookings (less than two months before departure), and unless otherwise agreed, the full amount of the invoice must be paid upon final confirmation.

To confirm the booking with LVA, all travelers must provide a copy of their passport.

2. Duties & Responsabilities

Traveler’s Obligations:

All travelers must fulfill the following obligations:

  • provide LVA with accurate and valid personal information (health conditions, allergies, etc.);
  • ensure they are fit and healthy to participate in the planned trip. In case of any health condition likely to affect the trip, travelers must inform LVA when accepting these terms so that the itinerary may be adapted if necessary;
  • inform LVA of any changes occurring during the trip;
  • take care of their luggage and personal belongings throughout the journey. Any loss or damage shall not fall under the responsibility of the travel organizer (in most cases, this falls under the responsibility of transport companies or hotels; loss, damage or destruction of luggage is generally covered by travel insurance);
  • respect the religion, customs and traditions of the visited destinations. If travelers are responsible for any incident resulting from neglect of this duty, they shall bear full responsibility;
  • follow safety instructions in case of emergency.

LVA Responsabilities :

LVA shall fulfill the following obligations:

  • provide travelers with a clear travel description, quotation, and details of included and excluded services;
  • provide the services described in the itinerary. In the event of failure to provide agreed services, LVA undertakes to compensate travelers as quickly as possible based on mutual agreement;
  • provide necessary assistance to travelers in case of injury or any other incident occurring during the trip. LVA shall not be held liable for damages caused by travelers themselves during the trip, which must be covered by personal travel insurance purchased before departure;
  • assist travelers with procedures and formalities when necessary;
  • train staff and partners on procedures.

Exclusion of Liability:

Our liability shall not apply where non-performance, incomplete performance of the contract, or damages result from:

  • negligence by the client before or during the trip;
  • unforeseeable or unavoidable negligence by a third party not involved in the contractual services;
  • force majeure events (natural disasters, political unrest, strikes, airport closures, etc.) or unforeseeable and unavoidable circumstances affecting ourselves, intermediaries, or service providers despite all due care taken.

In such situations, LVA will provide assistance but cannot guarantee financial compensation beyond what is covered by the traveler’s insurance. Any additional liability for damages is excluded.

3. Contract Modification & Cancellation

Contract Modification by Mutual Agreement:

LVA reserves the right to modify, in the travelers’ best interest, the travel program or certain agreed services (e.g. accommodation, transportation methods, airlines, flight schedules, etc.) in cases of force majeure or unforeseeable and unavoidable circumstances.

LVA will make every effort to provide replacement services of equivalent quality.

Travelers will be informed as soon as possible of such changes and any possible impact on pricing.

Any modification to this contract agreed between travelers and LVA must be made in writing and communicated to all parties.

Contract Modification without Mutual Agreement:

Any contract modification not approved by both travelers and LVA shall be financially borne by the party causing the modification.

LVA may modify certain travel services for legitimate reasons, provided that such changes do not significantly alter the nature or character of the trip.

If significant changes occur during the trip affecting an important part of the agreed itinerary, LVA shall compensate travelers for the material difference in value between the services paid for and those actually provided.

Program modifications do not entitle travelers to claim damages or compensation.

Cancellation by the Client:

In case of cancellation, the following conditions apply:

  • between 60 and 31 days before arrival: 35% of reserved services will be charged;
  • between 30 and 22 days before arrival: 50% of reserved services will be charged;
  • between 21 and 15 days before arrival: 75% of reserved services will be charged;
  • less than 14 days before arrival: 100% of reserved services will be charged;
  • domestic and regional flights within Southeast Asia are non-refundable and charged at 100% regardless of cancellation date.

The date of cancellation shall be determined by the receipt of the traveler’s cancellation email.

Any costs resulting from modifications or cancellation after the start of the trip shall be entirely borne by the traveler and are non-refundable, including unused services.

If travelers are forced to cancel, they may designate a replacement traveler who agrees to the contract conditions.

Both the original traveler and the replacement traveler shall be jointly liable for payment of the total travel price.

If the replacement traveler is designated too late (less than 21 days before departure) or cannot participate due to travel conditions, official regulations or legal requirements, the withdrawal shall be considered a cancellation.

In urgent situations (e.g. illness, accident, serious illness or death of a close relative), if the traveler must interrupt the trip prematurely, the travel price cannot be refunded.

Any cancellation must be justified by a force majeure event preventing one or more travelers from traveling. Supporting evidence must be provided to LVA within one month following cancellation.

If one or more travelers cancel while the remaining travelers maintain the trip, travel costs will be recalculated based on the final confirmed number of travelers.

4. Complaints

If services provided do not correspond to those contractually agreed upon, or if travelers suffer damages, complaints and refund requests must be addressed directly to LVA.

If the client fails to report defects or damages occurring during the trip, they lose their rights to assistance, intervention, cancellation rights, etc. The same applies if no written complaint/email is received by LVA within the prescribed timeframe.

Immediate Resolution:

  • Guides intervene quickly in case of problems;
  • incidents and actions taken are documented;
  • incidents are reported to LVA through the emergency contact.

Formal Complaint :

Complaints must:

  • be submitted in writing within 30 days after return from the trip;
  • include:
    • a description of the issue;
    • supporting documents (photos, receipts, etc.).

Processing :

  • prompt acknowledgment of receipt;
  • review by guides, staff and management;
  • written report from the local agency with supporting documents if applicable;
  • fair resolution proposal, including commercial compensation where justified.

5. Emergency Procedure

At Les Voyages d’Angèle (LVA), the safety, comfort and peace of mind of our travelers are our priority.

This procedure aims to ensure that all travelers, guides, drivers and collaborators know how to react in case of emergency or difficulty during a trip.

It complies with European passenger rights and responsible tourism best practices.

Emergency Contacts

Before departure, each traveler receives:

  • a dedicated LVA operational emergency contact (available 24/7);
  • the contact details of their travel advisor.

Guides and drivers also have access to these contacts, as well as local emergency numbers (hospitals, police, fire brigade, embassies, consulates, etc.).

Travelers are invited to provide:

  • an emergency contact person (family or relative);
  • their travel insurance information.

Medical Emergencies

In case of illness, accident or injury:

  1. Immediate Action
    The traveler or companion contacts local emergency services if necessary (ambulance, police, fire brigade).
  2. LVA Assistance
    LVA assists the traveler by:
  • directing them to reliable medical facilities;
  • advising on first aid or pharmacies;
  • helping contact insurance providers if necessary.
  1. Insurance Coordination
    LVA may facilitate communication with the traveler’s insurance company without replacing it.
  2. Follow-Up
    LVA ensures follow-up until the situation is resolved.

Guides and drivers carry first aid kits (bandages, antiseptics, gloves, masks, etc.).

Exceptional and Unavoidable Circumstances

In cases of force majeure (natural disasters, political unrest, strikes, airport closures, etc.):

  • LVA provides assistance and advice and may arrange temporary solutions (accommodation up to 3 nights if necessary);
  • management and operations teams coordinate with service providers;
  • travelers are informed promptly about alternative solutions.

Destination-Related Risks

Travelers are informed about:

  • health risks (vaccinations, water, food);
  • safety risks (traffic, petty crime, natural risks);
  • cultural aspects (dress code, behaviors, local customs).

This information is communicated through:

  • pre-departure exchanges;
  • the final itinerary;
  • the “Practical Cambodia Guide”;
  • recommendations from local guides.

6. Accessibility of Emergency & Complaint Procedures

This procedure is:

  • accessible to LVA teams, guides and drivers;
  • available to travelers in the “Practical Cambodia Guide”;
  • integrated into internal documents and Travelife monitoring procedures.

7. Customer Privacy Policy

We value your privacy. You can read our commitments here.