Quintrip Terms & Conditions
Key terms at a glance
Please read these six points first. They summarise the full terms below, which apply to every booking.
1. We are your agent. We arrange your flights, hotels, transfers and other services. For each service, your contract is with the Supplier (airline, hotel, transfer provider), under its terms.
2. Your quote is the binding document. It shows what is included, the price, when you pay, and the cancellation and change conditions that apply.
3. Your price is fixed once we receive your payment. The only exception is an obvious pricing error: you may then keep the booking at the correct price, or cancel and be refunded in full.
4. Cancelling or changing costs money. Charges follow each Supplier's conditions, shown on your quote, and can reach 100%. Some services cannot be cancelled or refunded.
5. Insurance, passports and visas are your responsibility. You must have adequate travel insurance, valid travel documents and any visas you need.
6.
If something goes wrong, tell us straight away. Call our 24/7 emergency line during your trip, and send any written complaint within 14 days of returning.
1. Who we are and our role
1.1 These terms apply to every booking made with Atelo Travel Quintrip (Pty) Ltd, trading as Quintrip ("Quintrip", "we", "us"), Fourways Manor Office Park, Building 9, 1 Macbeth Avenue, Fourways, Sandton, 2055, South Africa. "You" means every person on the booking, including anyone added or substituted later.
1.2 We arrange flights, accommodation, transfers, excursions, tickets, car hire and other travel services (the "Arrangements"). They are provided by airlines, hotels, transport and tour providers and other third parties (the "Suppliers").
1.3 We act only as agent for the Suppliers. For each Arrangement, you enter into a contract with the Supplier concerned, and the Supplier's own terms apply. Each Supplier alone is responsible for providing its service. We tell you the Supplier's name on your quote or confirmation, and give you a copy of its terms on request.
1.4 When several Arrangements are booked together and sold at one total price, that is for your convenience. It does not make us the provider of any of them.
1.5 These terms, our privacy policy, the Suppliers' terms, and your accepted quote and confirmation together form your booking contract. If our terms and a Supplier's terms conflict about a service, the Supplier's terms prevail for that service.
1.6 In these terms, "quote" means the booking summary shown on our website before you pay, and any quote we send you by email or as a PDF. It shows, for each service, the price, the payment dates and the cancellation and change conditions that apply.
2. Your booking and our agreement
2.1 The person who makes the booking (the "lead traveller") confirms that they are over 18, that they are authorised to book for everyone on the booking, and that they accept these terms for all of them. The lead traveller is responsible for payment and for giving us accurate details, including names exactly as shown in each passport or identity document.
2.2 Your quote shows the Arrangements, the Suppliers, the price at the date of the quote, the payment dates, and the cancellation and change conditions that apply. It is the binding document for your booking. Information on our website, in brochures and on social media is general and does not bind us.
2.3 A booking is made when you accept the quote (online, by email or by phone), we receive the payment due at that stage, and we send you a written confirmation. Until then, no contract exists, and we may decline a booking and return any payment.
2.4 When you book online, the details you submit are your request to book the Arrangements you selected. We check availability and price with the Suppliers. If an Arrangement is no longer available, or its price has changed, we tell you before taking any payment, and you decide whether to go ahead.
2.5 Check your confirmation and travel documents as soon as you receive them. Tell us immediately about any error. Changes may no longer be possible later and may cost money, unless the error is ours.
2.6 A booking for travel services on a fixed date does not carry a cooling-off right. Once your booking is confirmed, cancelling it is governed by clause 8.
2.7 Only a written confirmation from us binds us. What is said by phone or in a message, and any price or offer seen in an advertisement, on social media or on another website, does not change your quote or confirmation.
2.8 Please do not make the same booking twice. If you do, you remain responsible for both, and cancellation charges apply to the one you cancel.
2.9 Give us a valid email address and phone number, and check your inbox and spam folder regularly. We are not liable for a message you did not receive because your details were wrong or incomplete.
3. Prices, quotes and pricing errors
3.1 All prices are in South African rand and depend on availability. A quote does not hold the price: prices change often and are fixed only once we receive your payment (clause 3.3). Prices shown before you enter your travel details are a guide only. The price you pay is the one shown on your quote or at checkout.
3.2 Until we receive your payment, prices and quotes may change, for example because a Supplier changes its rate or because of exchange rates. We tell you about any change before you pay.
3.3 Once we have received the payment due at booking (the amount due now, or the full price), your total price is fixed. We will not increase it, whatever the reason, apart from the pricing-error rule in clause 3.5. Taxes and fees that are payable locally and are not included in your quote, such as some tourist or departure taxes, are not part of the price and you pay them at the destination.
3.4 If you pay in two stages, the amount due later is stated in rand on your quote. It does not change after your first payment, apart from clause 3.5.
3.5 We take care to quote correctly, but errors can happen. If a price is clearly wrong, we may correct it, and we will tell you as soon as we reasonably can. If your booking is affected, you may either keep it at the correct price, or cancel without penalty and receive a full refund of everything you paid us. You cannot insist on a price that is clearly wrong.
4. Payment: pay now and pay later
4.1 Your quote states the amount due now and, if you can pay in two stages, the amount due later and its due date. Whether you can pay in two stages depends on the Suppliers' cancellation conditions and on how far away your travel date is. When full payment is required at booking, we tell you before you pay.
4.2 You pay by credit or debit card, through our payment provider. Your bank may charge conversion or card fees, and we are not responsible for them.
4.3 If a payment is not received in full by its due date, we may, but are not obliged to, treat your booking as cancelled by you and apply the cancellation charges in clause 8. At our discretion, we may instead give you more time.
4.4 We issue tickets and travel documents once the payment due has been received.
4.5 Protect yourself against fraud. We send one invoice per booking by email. If you receive a second invoice, or a request to change our bank details, contact us on a number you already know before you pay. We are not liable for payments made to a fraudster who has intercepted or imitated our emails.
4.6 If you pay with a card that is not yours, you confirm that its holder has authorised the payment. Before we confirm a booking, we may ask for proof of identity and of the cardholder's consent, and we may decline or cancel the booking if it is not given.
5. Special requests, medical conditions and special needs
5.1 Tell us about any special request (diet, room location, bed type, celebrations) when you book. We pass it to the Supplier, but we cannot guarantee it will be met. Only a request that the Supplier has confirmed in writing, and that appears on your confirmation, is binding on the Supplier.
5.2 We cannot accept a booking that depends on a special request being met.
5.3 If a traveller has a medical condition, a disability or a mobility need that may affect the trip, tell us in full before you book, so that we can advise whether the Arrangements suit them. A Supplier may ask for a doctor's certificate.
5.4 If you did not tell us, or a condition arises after you book, tell us at once. If, acting reasonably, we or the Supplier cannot accommodate the need, we will not confirm the booking, or we may treat it as cancelled by you, and clause 8 applies.
6. Travel insurance
6.1 Adequate travel insurance is a condition of your booking. It must cover at least cancellation, medical expenses, repatriation, baggage and the other risks that matter for your trip, including any pre-existing medical conditions. Cancellation cover usually starts on the day you buy the policy, so we strongly recommend buying it when you make your first payment.
6.2 If you travel without adequate insurance, we are not liable for any loss that insurance would have covered. If a cancellation or change is covered by your policy, you may be able to claim the charges back from your insurer.
6.3 We may give you a link to an insurance partner for your convenience. Any policy is a contract between you and the insurer, under its terms. We are not the insurer, we do not give insurance advice, and we are not responsible for the cover or for any claim.
7. Changes by you
7.1 To change a confirmed booking, the lead traveller must write to us by email as soon as possible. We do our best to help, but we cannot guarantee that a change will be possible.
7.2 Where a change is possible, it is subject to availability and to the Suppliers' conditions. You pay the administration fee shown on your quote or booking summary, plus every extra cost the change causes us, such as airline reissue fees or rate differences. These costs usually rise as departure gets closer.
7.3 If we cannot make a change and you do not want to keep the original booking, we treat this as a cancellation by you (clause 8).
7.4 You may ask us to transfer a traveller's place to another person, if every Supplier allows it, if we receive your request at least 7 days before departure, if the new traveller meets all conditions and accepts these terms, and if you pay the administration fee in clause 7.2 and any extra costs. Many airline tickets cannot be transferred or renamed.
7.5 After departure, any extra cost caused by a change is for your account, and unused services are not refunded.
8. Cancellation by you
8.1 To cancel all or part of a confirmed booking, the lead traveller must write to us by email. The cancellation takes effect when we receive it.
8.2 Cancellation charges depend on the conditions of each Supplier for each service. They are shown on your quote and in the Suppliers' terms. We apply the charges the Suppliers apply to us, plus any administration fee shown on your quote. Depending on the service and on how close to departure you cancel, charges can reach 100% of the price.
8.3 Some services cannot be cancelled, changed or refunded, for example non-refundable airfares, some hotel rates and special offers. Your quote says when this applies.
8.4 We consider each cancellation request case by case, under the Suppliers' conditions. If you ask, we tell you the exact charges before you confirm the cancellation.
8.5 We deduct cancellation charges from the money you have already paid us. Cancellation and change charges are not refundable.
8.6 If a traveller cannot travel because of death or hospitalisation, or serious illness confirmed by a doctor's certificate, we ask the Suppliers to waive their cancellation charges and tell you their answer. We do not add charges of our own in these cases.
8.7 No refund is given for no-shows or for services you do not use.
9. Refunds
9.1 Refunds follow the conditions of the Supplier concerned. Where a Supplier refunds us, we pass the refund on to you once we have received the funds. We tell you what to expect before you confirm a cancellation.
9.2 Refund times depend on the Supplier. Airline refunds can take up to 12 weeks or longer. Hotel refunds usually take several weeks.
9.3 We refund to the payment method you used, and to the person who paid, unless all travellers agree otherwise in writing.
9.4 Airline tickets must be refunded within their validity period. After that, they may have no refund value.
9.5 We refund in rand. Where a Supplier refunds us in a foreign currency, we refund you the rand amount we actually receive, converted at the rate that applies on the day we receive it.
10. Changes or cancellation by Suppliers or by us
10.1 Suppliers may change or cancel services. We tell you as soon as reasonably possible. If the Supplier offers an alternative or a refund, tell us your choice within the time we give you. If you do not reply, we may assume you want the refund. Where the Supplier refunds only part of the price, we pass on that part, and we ask the Supplier to refund the rest.
10.2 Minor changes do not entitle you to a refund. Examples are small changes to flight times, aircraft type or airline, replacement of a hotel by a similar or better one, and hotels closing facilities for maintenance.
10.3 If a significant change affects a service, for example a hotel in a different area or of a lower standard, a missing destination or a different departure airport, we offer you the choice of accepting the change, taking a comparable alternative, or a refund of what you paid for that service. Please answer within 7 days of our offer.
10.4 We may cancel your booking if you do not pay on time, if your behaviour breaches clause 14, if a Supplier cancels a service, if circumstances in clause 11 prevent it, if the Arrangements become unsafe, or if we reasonably suspect fraud. If we cancel for any reason other than your breach or behaviour, we refund in full what you paid us for the cancelled Arrangements, unless the Supplier refunds less, in which case clause 10.1 applies.
11. Unavoidable and extraordinary circumstances
11.1 These are events beyond the reasonable control of the parties, such as war, terrorism, civil unrest, an epidemic or pandemic, natural disasters, strikes, closure of airports, ports or borders, government travel bans and sanctions, and similar events.
11.2 If such an event prevents or delays a party from performing, that party is excused for as long as the event lasts, and must tell the other party in writing what is happening and for how long it expects it to last.
11.3 If such an event prevents you from travelling, or a Supplier cancels, we ask the Suppliers for a refund, a credit or a voucher, according to their policies. We handle each request case by case. We cannot promise an outcome, because each Supplier has its own policy.
11.4 Extra costs caused by such an event, such as hotels, meals or new flights, are for your account or your insurer. The airline may owe you assistance or compensation for delays, cancellations and denied boarding, and you claim this directly from the airline.
12. Our responsibility
12.1 As your agent, we select Suppliers with reasonable skill and care, make your booking according to your instructions, pass on information accurately, and help you if a problem arises.
12.2 We are not responsible for the services a Supplier provides, or for its acts, omissions or failures, including loss, damage, injury, illness or death caused by them. Your claim is against the Supplier, under its terms. We will help you submit it.
12.3 We are not responsible for services that are not part of your booking, such as an excursion you buy while away, or for luggage and personal belongings, which your insurance should cover. We are not liable for losses we could not reasonably foresee when you booked, or for loss of profit or business.
12.4 Photos, descriptions and star ratings come from the Suppliers. They are a guide, and we cannot guarantee they are accurate.
12.5 Nothing in these terms limits our liability for gross negligence, wilful misconduct, fraud, or death or personal injury caused by our negligence, or any liability that the law, including the Consumer Protection Act, does not allow us to limit or exclude.
12.6 If a Supplier becomes insolvent, goes into business rescue or liquidation, or stops trading and cannot provide its service, your contract is with that Supplier. Apart from any refund that the law, including the Consumer Protection Act, requires, we have no obligation to refund you for that service. Your claim is against the Supplier, its liquidator or your insurer, not against us. We may, but are not obliged to, help you submit it.
13. Passports, visas, health and travelling with children
13.1 You are responsible for checking and meeting the passport, visa, health, customs and immigration requirements of every country on your itinerary, including transit countries. We give general information only. Check your own situation with the relevant embassies or consulates and with your doctor, and check again shortly before departure, because requirements change.
13.2 Most countries require a passport valid for at least 6 months after your return date, with enough blank pages. If your passport is close to expiry, check with the embassy of the country you are visiting.
13.3 Children under 18 travelling into or out of South Africa must meet the requirements of the Department of Home Affairs, which are stricter when a child travels with one parent, with neither parent, or alone. Check the current requirements on the Department's website before you travel. Without the right documents, a child can be refused boarding.
13.4 You are responsible for complying with South African exchange control rules, including your travel allowance.
13.5 We are not responsible if you cannot travel, or suffer any loss, because you did not meet these requirements. You reimburse us for any fine or loss we incur because of this.
13.6 Travel can involve risks. We do not warrant that travel to any destination is advisable or free of risk. Check your government's official travel advice for each destination before you book and again before you travel.
14. Behaviour and conduct
14.1 Every traveller must behave in an orderly way and not disturb others. If, in the reasonable opinion of a Supplier, of us or of any person in authority, a traveller's behaviour endangers safety, causes distress, annoyance or damage, or delays or diverts transport, the Supplier or we may end your arrangements immediately. In that case, you must leave your accommodation or other service at once, and no refund or compensation is due.
14.2 You are liable for loss or damage caused by you or by anyone in your party, and you pay the Supplier concerned for it. We are not responsible for the behaviour of other guests or of people who have no connection with your booking.
14.3 We expect every client to treat our staff and the Suppliers' staff with respect. If a person is abusive, threatening or harassing towards them, we may stop dealing with that person and, before departure, cancel their booking. The charges in clause 8 then apply as if you had cancelled.
15. Assistance during your trip
15.1 If you are in difficulty during your trip, call our emergency line, available 24 hours a day, 7 days a week. The number is in your travel documents.
15.2 We give the help that is appropriate in the circumstances, for example information about health services, local authorities and consular assistance, and help to contact people and to find other travel arrangements.
15.3 If the difficulty is not caused by a failure of ours, the cost of any new travel arrangements or other assistance is for your account. To claim any cost from us, you need our prior agreement before you make your own arrangements.
15.4 We may charge a fee for our help if the difficulty was caused intentionally or negligently by you or by a member of your party.
16. Flights
16.1 Your ticket and the airline's conditions of carriage are your contract with the airline. Fare rules differ, and many tickets cannot be refunded, changed or renamed.
16.2 Use your flights in the order they were booked. If you do not use the first flight, the airline may cancel all the remaining flights on the ticket, including the return, with no refund. This is an airline rule that we cannot change. If you will miss a flight, tell the airline and us before departure.
16.3 Airlines, flight times and aircraft are given as a guide and can change, even after tickets are issued. Check your times with the airline 24 hours before each flight, use online check-in where offered, and arrive at the airport before check-in closes.
16.4 If your baggage is lost, delayed or damaged, report it to the airline before you leave the airport, keep the report, and claim from the airline and your insurer.
17. Transfers, activities, car hire and groups
17.1 Transfers. Give us correct flight and contact details. If you miss a transfer because the details were wrong or you did not appear, no refund is due and replacement transport is at your cost.
17.2 Activities and excursions. Some activities, such as water sports, diving and safaris, carry real risk. Follow the operator's instructions and local safety rules, and check that your insurance covers the activity. The operator is responsible for the activity, and refunds follow its conditions.
17.3 Car hire. The driver needs a valid licence (and an international driving permit where required) and a credit card in their name. Deposits, excess, fines and damage are the driver's responsibility, and the rental company's terms apply.
17.4 Groups. For groups of 10 travellers or more, the group conditions in your quote apply. If the number of travellers changes, we may re-quote the booking, and cancellation charges apply to the places released.
18. Complaints
18.1 If you have a problem during your trip, tell the Supplier straight away, for example your hotel, so that it can put things right. If it is not resolved, also contact us immediately on our emergency line, so that we can help.
18.2 If the problem is still not resolved, send us a written complaint within 14 days of your return, with your booking reference and all relevant details, to info@quintrip.com or to our address in clause 1.1.
18.3 We pass your complaint to the Supplier concerned and help you follow it up. A complaint made later than 14 days is still considered, but it may be harder to investigate.
18.4 If we cannot resolve your complaint, you may refer it to ASATA or the National Consumer Commission.
19. Your personal information (POPIA)
19.1 To make and manage your booking, we collect and use your personal information, such as names, contact details, dates of birth, passport details, special requests and payment details. Special requests can reveal health or dietary needs, and we use that information only to arrange your travel.
19.2 We share this information with the Suppliers and service providers who need it to deliver your booking, such as airlines, hotels, transfer providers, booking platforms and payment providers, in South Africa and abroad. When information goes to another country, we take reasonable steps to make sure it is protected to a standard comparable to the Protection of Personal Information Act (POPIA).
19.3 The lead traveller confirms they have the authority to give us the personal information of every other traveller, including children.
19.4 You may ask to see, correct or delete your information, and you may object to marketing at any time. Our privacy policy at https://www.quintrip.co.za/privacy-policy explains how, and gives the contact details of our information officer.
19.5 We may record calls and keep emails and messages, to confirm your instructions, train our team and settle disputes, as explained in our privacy policy.
20. Use of our website
20.1 Our website is for your personal, non-commercial use. You may not copy, scrape or monitor its content or prices with robots or other automated means, link directly into our booking process without our written permission, or resell what you buy through it.
20.2 We work to keep the website accurate, but it may contain errors, and some information comes from Suppliers. Clause 3.5 applies to pricing errors.
20.3 The website, its content and our trademarks belong to us or to our licensors. Travel agents and other trade partners use separate terms.
20.4 We do not promise that the website will always be available or free of errors. We may suspend it at any time, for example for maintenance.
21. Law, jurisdiction and general
21.1 South African law governs these terms and your booking, and the courts of South Africa have jurisdiction over any dispute.
21.2 We may update these terms. The version in force on the day you confirm your booking applies to that booking. We keep dated versions of our terms available on request.
21.3 These terms, your accepted quote, your confirmation and the Suppliers' terms are the whole agreement. If any part is found unenforceable, the rest remains in force. If we delay in exercising a right, we do not give it up. Notices may be given by email to the address on your booking.
Version 1.1. Effective date: 10 October 2026.
