Terms & Conditions

1. About Kavaya TravelHub

Kavaya TravelHub is a professional B2B destination platform designed for travel agents, tour operators, wholesalers and selected travel industry partners. It provides access to curated travel products, destination services, itinerary planning tools, AI-assisted request generation and structured enquiry workflows.

TravelHub is not a direct consumer booking engine and is not an instant online booking system. All bookings, quotations and operational arrangements are subject to manual review, supplier availability and final confirmation by Kavaya Travel Group or its relevant destination partner.

2. Booking Requests & Confirmations

All reservation requests, amendments and enquiries will be acknowledged as soon as reasonably possible. Where immediate confirmation is not possible, the status of the request will be communicated by email, TravelHub notification or other appropriate means of communication.

Any response time indicated on TravelHub or in communication with Kavaya is an operational guideline and not a guaranteed confirmation timeframe. Supplier response times, destination complexity, seasonality, travel dates and local operating conditions may affect confirmation timing.

3. Bookings & Contracting Entities

Kavaya Travel Group operates through a network of destination operations, regional reservation teams, sales representatives and affiliated partners. Depending on the destination, product type, invoicing entity or commercial arrangement, the contracting entity may vary.

The relevant contracting entity, payment details and booking conditions will be stated in the applicable quotation, booking confirmation, invoice or written communication. By confirming a booking, the agent accepts the terms stated in the relevant quotation and confirmation documentation.

4. Pricing & Validity

Prices shown on TravelHub, in product pages, proposals or sample itineraries may be indicative, reference-based or valid only for a specific period. Final prices are subject to availability, supplier confirmation, seasonality, currency fluctuation, taxes, fuel surcharges, local fees and other operational conditions.

Quoted prices are valid within the period stated in the quotation. If no specific acceptance deadline is stated, acceptance is expected within a reasonable timeframe. Kavaya reserves the right to amend pricing until a quotation is formally accepted and confirmed.

Any delay in acceptance, payment or confirmation may result in changed rates or unavailable services.

5. Destination Operations

Kavaya Travel Group provides destination services through its own destination management operations and long-standing local partners across Asia-Pacific and beyond. In Japan, operations may be handled through Focus Asia Japan. In selected destinations beyond the core operating network, Kavaya works with trusted strategic destination partners, including Indo Asia Tours for South Asia and Yalla Tours for the Middle East.

Such partner arrangements are part of Kavaya’s wider destination network and are intended to provide reliable local expertise, supplier access and operational support. The responsible operating partner may vary depending on destination, service type and confirmed booking arrangements.

6. Payment

Unless otherwise agreed in writing, full payment must be received no later than 30 days prior to guest arrival for Southeast Asian destinations including Vietnam, Cambodia, Laos, Myanmar, Thailand and Indonesia.

For Japan, South Korea, Singapore, Malaysia, the Philippines and selected other destinations or services, payment may be required no later than 35 days prior to guest arrival, unless otherwise stated in the quotation, invoice or confirmation.

Payments must be made to the bank account or payment method specified on the relevant invoice. All bank charges and transfer fees are borne by the payer unless otherwise agreed in writing.

Failure to receive full payment by the stated due date may result in cancellation of the booking and applicable cancellation charges. Overdue payments may be subject to interest or additional charges where legally applicable and commercially agreed.

7. Deposit Payments

Deposit requirements vary depending on the nature of the booking, destination and supplier conditions.

• FIT bookings may not normally require a deposit unless suppliers request one.
• Hotels, cruises, rail services, special events or selected suppliers may require deposits to secure space.
• Group bookings to Japan and South Korea may be subject to a refundable deposit upon confirmation unless otherwise stated.
• Other group bookings may require deposits according to supplier or destination conditions.
• Flights, trains, cruises or special services may require non-refundable prepayment or immediate ticketing.

Any deposit conditions, refundability or special supplier terms will be communicated at quotation or confirmation stage where applicable.

8. Flights, Trains & Special Services

Where Kavaya assists with domestic flights, train services, rail passes, cruises or other ticketed services, passenger names must be provided exactly as shown in passports. The agent is responsible for checking all passenger names, dates and travel details immediately upon receipt of confirmation.

Once tickets are issued, airlines, train companies and other suppliers may impose cancellation, amendment or name-change charges. Such charges are outside Kavaya’s control and will be passed on to the agent or client where applicable.

Kavaya may require immediate payment before issuing flight, train, cruise or other ticketed services. Delay in payment may result in higher prices, loss of availability or supplier cancellation.

9. Cancellation Policy

Cancellation of a reservation will only be considered valid once written notice has been received by Kavaya or the relevant operating partner. Cancellation charges may vary depending on destination, supplier, season, travel date, service type and specific quotation conditions.

General Cancellation Policy

Myanmar, Japan & South Korea

Special cancellation fees stated in the quotation, supplier conditions, booking confirmation or invoice shall apply and may override the standard cancellation policy. Kavaya reserves the right to pass on cancellation charges or losses imposed by suppliers, including fees for unused beds, seats, tickets, cruises, trains, flights or special services.

10. Child Policy

Child pricing depends on destination, supplier rules, airline conditions, hotel policy, room configuration and service type. For package tours, children sharing a room with parents and using existing bedding may receive reduced pricing where available. Specific child policies are determined on a case-by-case basis and must be confirmed in the relevant quotation.

For airline bookings, child fares depend on the airline and fare rules. If no child fare is available, the adult fare may apply.

11. Force Majeure

In the event of unpredictable events or circumstances beyond reasonable control, including but not limited to acts of nature, war, terrorism, government regulations, strikes, pandemics, civil unrest, natural disasters, transport disruption or supplier failure, affected parties may be released from obligations without compensation where legally and commercially applicable.

The affected party shall make reasonable efforts to inform the other party and mitigate potential loss or disruption.

12. Complaints

Any complaint relating to services arranged by Kavaya must be submitted in writing through the appropriate communication channel as soon as possible and no later than four weeks after the client’s return.

Where possible, operational issues should be reported during travel so that the local team or supplier has an opportunity to address the matter immediately. Failure to report issues in a timely manner may limit Kavaya’s ability to investigate or resolve the complaint.

13. Liability & Responsibility

Kavaya Travel Group and its affiliated partners act as destination service providers and intermediaries for hotels, transport operators, airlines, cruise operators, rail providers, guides, local tourist offices and other suppliers. Kavaya is not responsible for loss, injury, damage, delay or additional expenses caused by events beyond its reasonable control or by third-party suppliers, except where liability cannot be excluded by applicable law.

Additional expenses caused by delays, accidents, natural disasters, political actions, unrest, weather disruption, flight changes, border delays or other external circumstances are the responsibility of the traveller or agent unless otherwise agreed in writing.

Agents are responsible for ensuring that clients hold valid passports, visas, travel insurance, health documentation and any required permits. Where Kavaya assists with visa or similar documentation, it does so on behalf of the client and cannot guarantee approval by government authorities.

14. Governing Law & Jurisdiction

The contracting entity and governing jurisdiction may vary depending on destination, supplier arrangements, invoicing entity and commercial relationship. Details will be specified in the relevant quotation, booking confirmation, invoice or written agreement where applicable.

In the absence of a specific written agreement, the parties shall seek to resolve any dispute in good faith through commercial discussion before pursuing formal legal action.

15. Severability

If any provision of these Terms & Conditions is deemed invalid, illegal or unenforceable by a competent authority or court, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be replaced, where possible, by a valid provision that reflects the original commercial and legal intention.