Travel & Supplier Policy

Contents

1. Purpose

This Travel & Supplier Policy explains how Faro Elite Services LLC (“Faro Elite”, “Faro”, “we”, “us” or “our”) arranges travel, accommodation, experiences, luxury procurement and other services through independent third-party suppliers.

It clarifies the respective responsibilities of Faro Elite, our Clients and the Suppliers with whom we work.

This Policy should be read together with our Terms & Conditions, Refund & Cancellation Policy, Membership Terms and any quotation, invoice or Booking confirmation issued by Faro Elite.

Where there is any inconsistency between this Policy and the Terms & Conditions, the Terms & Conditions shall prevail unless expressly stated otherwise.

2. Scope

This Policy applies whenever Faro Elite assists with:

  • travel planning;
  • accommodation bookings;
  • flights;
  • private aviation;
  • yacht charters;
  • cruises;
  • transfers;
  • destination management;
  • event reservations;
  • restaurant bookings;
  • luxury goods procurement;
  • bespoke experiences; and
  • other Concierge Services involving independent Suppliers.

3. Definitions

Unless otherwise defined in this Policy, capitalised terms have the meanings given in the Terms & Conditions.

For the purposes of this Policy:

Booking means any reservation, procurement or arrangement made by Faro Elite on behalf of a Client.

Client means the individual or organisation engaging Faro Elite.

Supplier means any independent third party providing goods or services in connection with a Booking.

Travel Services means flights, accommodation, transport, itineraries and other travel-related services arranged through Faro Elite.

4. Faro Elite’s Role

Faro Elite is a concierge and lifestyle management company.

Our role is to:

  • understand the Client’s requirements;
  • research suitable options;
  • recommend appropriate Suppliers;
  • obtain quotations;
  • negotiate where appropriate;
  • coordinate arrangements;
  • procure goods and services;
  • assist with logistics; and
  • provide ongoing Concierge support.

Except where expressly stated otherwise, Faro Elite does not own, operate or control the Suppliers providing the underlying goods or services.

5. Independent Third-Party Suppliers

Many services arranged by Faro Elite are provided by independent businesses.

These may include:

  • airlines;
  • hotels;
  • villa operators;
  • transport providers;
  • restaurants;
  • event organisers;
  • ticketing agencies;
  • private aviation operators;
  • yacht charter companies;
  • luxury retailers;
  • tour operators;
  • destination management companies; and
  • other specialist providers.

Each Supplier remains solely responsible for the goods and services it provides.

Faro Elite cannot direct or control the operational decisions of independent Suppliers.

6. Supplier Terms & Conditions

Every Supplier operates its own contractual terms and conditions.

These may govern matters including:

  • cancellations;
  • refunds;
  • amendments;
  • payment schedules;
  • baggage;
  • delivery;
  • warranties;
  • age restrictions;
  • health requirements;
  • dress codes;
  • admission policies; and
  • operational procedures.

Clients agree to comply with all applicable Supplier requirements.

Where a Supplier’s terms apply, they operate alongside Faro Elite’s own Terms & Conditions.

7. Quotations & Availability

Unless expressly confirmed otherwise:

  • quotations are estimates;
  • pricing remains subject to change;
  • availability is not guaranteed;
  • inventory may change without notice; and
  • Suppliers may withdraw products or services before confirmation.

A quotation does not constitute a confirmed Booking.

Bookings are confirmed only after:

  • Client acceptance;
  • any required payment has been received; and
  • the Supplier confirms availability.

8. Pricing Changes

Supplier pricing may change because of circumstances outside Faro Elite’s control, including:

  • seasonal demand;
  • exchange-rate movements;
  • fuel surcharges;
  • taxation;
  • government fees;
  • inventory availability; and
  • Supplier pricing decisions.

Where a material price change occurs before confirmation, Faro Elite will notify the Client before proceeding.

9. Client Changes

Clients may request amendments before or after confirmation.

Requested amendments remain subject to:

  • Supplier availability;
  • Supplier terms;
  • revised pricing;
  • additional Supplier Charges; and
  • any additional Service Fees incurred by Faro Elite.

Although Faro Elite will use reasonable efforts to facilitate changes, amendments cannot be guaranteed once a Booking has been confirmed.

10. Special Requests

Faro Elite will communicate reasonable special requests to Suppliers where requested by the Client.

Examples include:

  • accessibility requirements;
  • dietary requirements;
  • celebrations;
  • adjoining rooms;
  • early check-in;
  • late check-out;
  • seating preferences; and
  • other personal preferences.

Unless confirmed directly by the Supplier, Faro Elite cannot guarantee that any special request will be accommodated.

11. Supplier Changes & Substitutions

Suppliers may amend, substitute or cancel services for operational, commercial or safety reasons.

Examples include:

  • flight schedule changes;
  • hotel room substitutions;
  • aircraft changes;
  • venue changes;
  • itinerary amendments;
  • restaurant closures;
  • event rescheduling; or
  • changes required by local authorities.

Where Faro Elite becomes aware of a material change, we will notify the Client as soon as reasonably practicable.

Where appropriate, we will assist in arranging suitable alternatives, subject to availability and any applicable Supplier Charges.

Unless Faro Elite expressly agrees otherwise in writing, we cannot guarantee that a replacement service will be identical to the original Booking.

12. Travel Documentation

Clients are solely responsible for ensuring that they possess all documentation required for their journey.

This may include:

  • valid passports;
  • visas;
  • entry permits;
  • transit documentation;
  • vaccination certificates;
  • health declarations;
  • travel authorisations;
  • customs documentation; and
  • any other documentation required by the relevant authorities or Suppliers.

Faro Elite may provide general guidance where appropriate, but Clients remain responsible for confirming all travel requirements before departure.

Faro Elite accepts no responsibility for losses arising from incomplete, invalid or expired travel documentation.

13. Passports, Visas & Entry Requirements

Travel requirements vary by destination and may change without notice.

Clients are responsible for ensuring that:

  • passports meet the validity requirements of each destination;
  • visas are obtained before travel where required;
  • entry requirements are satisfied;
  • vaccination requirements are met;
  • customs declarations are completed accurately; and
  • all travellers comply with applicable immigration laws.

Failure to satisfy entry requirements may result in denied boarding, refusal of entry, quarantine or deportation, for which Faro Elite accepts no responsibility.

14. Health Requirements

Certain destinations or Suppliers may impose health-related requirements.

These may include:

  • vaccinations;
  • medical certificates;
  • health declarations;
  • insurance requirements;
  • testing requirements; or
  • other public health measures.

Clients remain responsible for ensuring compliance with all applicable health requirements before travel.

Faro Elite does not provide medical advice and recommends that Clients consult qualified healthcare professionals where appropriate.

15. Travel Insurance

Faro Elite strongly recommends that all Clients obtain comprehensive travel insurance appropriate to the nature of their travel.

Suitable insurance should, where applicable, provide cover for:

  • cancellation;
  • medical expenses;
  • emergency evacuation;
  • baggage loss;
  • travel delays;
  • personal liability;
  • supplier insolvency;
  • natural disasters; and
  • other foreseeable travel risks.

Unless expressly agreed otherwise in writing, Faro Elite does not provide travel insurance as part of its Concierge Services.

Clients remain responsible for determining whether their insurance provides adequate protection for their individual circumstances.

16. Travel Disruption

Travel may be disrupted by circumstances beyond Faro Elite’s control.

Examples include:

  • severe weather;
  • industrial action;
  • transport delays;
  • airport disruption;
  • security incidents;
  • government restrictions;
  • natural disasters;
  • public health emergencies; or
  • other unforeseen events.

Where practical, Faro Elite will use reasonable efforts to assist Clients in identifying alternative arrangements.

Any additional costs arising from travel disruption remain the Client’s responsibility unless recoverable from the relevant Supplier or insurer.

17. Delays & Missed Connections

Faro Elite is not responsible for losses arising from:

  • missed flights;
  • missed connections;
  • transport delays;
  • traffic congestion;
  • airport queues;
  • immigration delays;
  • customs inspections; or
  • delays caused by third parties.

Clients should allow sufficient time between travel connections and arrive at departure points in accordance with the relevant Supplier’s requirements.

18. Supplier Failure & Insolvency

If a Supplier ceases trading, becomes insolvent or is otherwise unable to fulfil a confirmed Booking, Faro Elite will use reasonable efforts to assist the Client in identifying available alternatives.

However:

  • Faro Elite does not guarantee the financial stability of any Supplier;
  • Faro Elite is not responsible for Supplier insolvency;
  • replacement services remain subject to availability and revised pricing; and
  • any refunds depend upon the applicable Supplier, insurer or statutory compensation scheme.

Where Faro Elite receives monies recovered from a Supplier or other third party on behalf of the Client, those funds will be remitted to the Client after deduction of any earned Service Fees and any authorised charges.

19. Supplier Performance

Faro Elite carefully selects Suppliers based upon factors including reputation, quality and suitability for the Client’s requirements.

However, Faro Elite cannot guarantee the ongoing performance, availability or conduct of independent Suppliers.

Any complaints regarding the quality of goods or services provided by a Supplier should be raised as soon as reasonably practicable to both the Supplier and Faro Elite.

Where appropriate, Faro Elite will assist Clients in communicating with the Supplier to seek a resolution, but Faro Elite cannot compel a Supplier to provide compensation, refunds or other remedies.

20. Luxury Goods & Personal Shopping

Faro Elite may assist Clients in sourcing, procuring and arranging the delivery of luxury goods, rare items and bespoke products.

Availability, pricing and delivery timeframes remain subject to the relevant Supplier.

Certain items may be:

  • made to order;
  • custom manufactured;
  • personalised;
  • limited edition;
  • allocated on a first-come, first-served basis; or
  • subject to export, import or regulatory restrictions.

Once an order has been placed with a Supplier, amendments or cancellations may not be possible.

Clients are responsible for ensuring that any goods purchased may lawfully be imported into their destination country and for paying any applicable customs duties, import taxes, VAT, tariffs or other governmental charges.

21. Events, Restaurants & Experiences

Faro Elite may arrange access to restaurants, private events, entertainment, sporting fixtures, cultural experiences and other lifestyle activities.

Unless expressly confirmed otherwise:

  • reservations remain subject to the venue’s availability;
  • admission is subject to the venue’s own terms and conditions;
  • dress codes may apply;
  • age restrictions may apply;
  • identification may be required; and
  • venues reserve the right to refuse admission in accordance with their policies.

Faro Elite cannot guarantee admission where a venue exercises its lawful discretion to refuse entry.

Where an event is postponed, cancelled or materially altered by the organiser, any refund or replacement arrangements will be governed by the organiser’s or Supplier’s applicable terms.

22. Force Majeure

Neither Faro Elite nor any Supplier shall be liable for any delay, cancellation, failure or inability to perform obligations where caused by events beyond their reasonable control.

Such events may include:

  • natural disasters;
  • severe weather;
  • floods;
  • earthquakes;
  • fire;
  • war;
  • terrorism;
  • civil unrest;
  • industrial disputes;
  • epidemics or pandemics;
  • government action;
  • border closures;
  • transportation disruption;
  • power failures;
  • cyber incidents; or
  • any other event beyond reasonable control.

Where a Force Majeure event occurs, Faro Elite will use reasonable efforts to assist Clients in obtaining alternative arrangements where reasonably practicable, but cannot guarantee availability, pricing or Supplier cooperation.

23. Client Responsibilities

Clients are responsible for:

  • providing accurate and complete information;
  • carefully reviewing all quotations, itineraries and Booking confirmations;
  • promptly notifying Faro Elite of any errors or discrepancies;
  • complying with all Supplier terms and conditions;
  • maintaining valid travel documentation;
  • obtaining any required visas, permits and vaccinations;
  • securing appropriate travel insurance where applicable;
  • complying with applicable laws and regulations in each destination; and
  • behaving respectfully towards Faro Elite staff, Suppliers and other guests.

Clients are responsible for any additional costs arising from inaccurate information, late instructions or failure to comply with applicable requirements.

24. Liability

Faro Elite acts as a concierge, coordinator and intermediary in arranging services provided by independent Suppliers.

Except where liability cannot lawfully be excluded or limited, Faro Elite shall not be responsible for:

  • the acts or omissions of independent Suppliers;
  • delays, cancellations or service interruptions caused by Suppliers;
  • changes to itineraries made by Suppliers;
  • Supplier insolvency;
  • travel disruption beyond our reasonable control;
  • loss of enjoyment;
  • indirect or consequential loss; or
  • any loss arising from a Client’s failure to comply with this Policy, the Terms & Conditions or applicable Supplier requirements.

Nothing in this Policy excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded under applicable law.

25. Policy Updates

Faro Elite may amend this Travel & Supplier Policy from time to time to reflect:

  • changes to our services;
  • changes in law or regulation;
  • operational improvements;
  • evolving Supplier practices; or
  • changes to our business operations.

The latest version of this Policy will be published on our website and will apply from its stated effective date unless otherwise required by applicable law.

26. Contact Us

Questions regarding this Travel & Supplier Policy or any travel or Supplier-related matter should be directed to:

Faro Elite Services LLC

4th Floor, The Docks 4
Caudan Waterfront
Port Louis
Mauritius

Email: info@faroelite.com

Website: https://faroelite.com