Terms

These Terms and Conditions explain how your journey is arranged and how we work with you before, during, and after your travel.

They set out the services provided, how bookings and payments are handled, how changes or cancellations are managed, and the legal terms that apply to your booking.

We believe in transparency and clarity. These terms are intended to protect both you and the parties involved in delivering your experience, while allowing you to travel with confidence.

Please read them carefully before confirming your booking. If you have any questions, we encourage you to ask before you agree, so we can ensure you are fully informed and comfortable with the arrangements.

By clicking “agree” you are accepting the terms and conditions laid out below and acknowledging that you have read the terms of this contract and agree with it , and you acknowledge and confirm that you have read our privacy policy. A copy of these terms and conditions will be separately emailed to you upon confirmation of your booking.

For ease of reference, these terms consist of 4 parts:
Part A: Your Booking and Payment
Part B: Insurance, Changes, Cancellations and Refunds
Part C: Parties, Services and Liabilities
Part D: Legal terms you should know

PART A: YOUR BOOKING AND PAYMENT

A1. Booking Procedure
Jacada will, in conjunction with other entities as described herein, administer and process your booking as described in Part C.

Your booking is confirmed and binding only once the required deposit or full payment has been received via itrvl and written confirmation of the booking has been issued to you by Jacada.

In some instances, provisional bookings can be made, but these are temporary and do not create any obligation on any party, or any supplier to make accommodation or services available. Provisional bookings may lapse automatically if they are not confirmed within the applicable availability period.

If you are booking more than 90 days in advance of the date of travel, we require the payment of a deposit at the time of booking confirmation and the remaining balance to be paid 90 days prior to the departure date. If you are booking within 90 days of the departure date, full payment will be due at the time of booking confirmation. If full payment is not received 90 days prior to the departure date, we reserve the right to cancel your travel and apply the cancellation charges set out in clause B2.

Such cancellation will be without penalty to us and we will have no further liability to you.

In some instances, you may be required to make full or partial payment earlier than 90 days prior to travel. Where such requirements exist, you will be informed prior to booking.

Payment processing services are provided through third-party payment processors, including Stripe. You acknowledge and agree that:

a) itrvl is not responsible for delays in payment processing caused by your bank, card issuer, payment processor systems, fraud detection holds, or other circumstances beyond itrvl’s reasonable control;
b) a booking is not confirmed until payment has been successfully processed and cleared. If your payment is declined, held, or reversed for any reason, your provisional booking may lapse and availability is not guaranteed;
c) itrvl is not liable for any loss arising from failed, delayed, or reversed fund distributions to suppliers caused by incorrect supplier banking information, banking system failures, or supplier insolvency;
d) in the event of suspected fraud or unauthorized use of a payment method, itrvl reserves the right to delay, refuse, or reverse any transaction and to cancel any associated booking without liability; and
e) refunds, where applicable under these terms, will be processed to the original payment method and may take up to 14 business days to appear in your account, depending on your financial institution. itrvl is not responsible for delays in refund processing by third-party payment systems.

The lead booking name is liable for making full payment for all persons in the booking party and represents and warrants that he/she is authorised to bind all those in the booking party to these terms and conditions (including anyone added or substituted at a later stage). It is the responsibility of the lead booking name to ensure all in their party are aware of and have read these terms and conditions.

A2. Payment Distribution
You acknowledge and agree that by paying itrvl for a booking, you designate and appoint itrvl to make the payments laid out under this contract to suppliers and agents when required under their terms, and to issue refunds under the terms of this contract.

Deposit payments (due on confirmation) are applied towards payment of the Reservation Services as well as any deposits and other reservations charges required to confirm and hold accommodation space and other Travel Services associated with your booking.

The balance payment (due 90 days prior to your departure date) will be applied against final payments to all of the suppliers associated with the Travel Services and reimbursement of the Concierge Services.

A3. Pricing Itineraries
We make every effort to furnish you with accurate prices that are based on known costs at the date of issue of the itinerary.

Prices include a cost for fuel and local taxes that are estimated at the time of booking confirmation. Any increase to your travel price will be as the result of changes in our costs of supplying your travel from areas such as fuel costs, supplier costs, currency fluctuations and/or government levies or taxes. Any such supplement shall be directly related and proportional to the increase in underlying costs, evidence of which will be provided to you as soon as reasonably possible following request.

In the event of an error in connection with the pricing or charging of booking, we reserve the right to correct such error and revise your booking accordingly (including charging the correct price) or to cancel the purchase and refund any amount charged. Your sole remedy in the event of an excess billing error is to obtain a refund for the excess amount charged. To be eligible for such refund, you must provide notice of any excess billing error within 30 days of the date of the invoice in which such error first appeared.

PART B: INSURANCE, CHARGES, CANCELLATIONS AND REFUNDS

B1. Insurance
Comprehensive and adequate travel, cancellation, curtailment and health/medical insurance is a condition of travel and all insurance arrangements and fees are your sole responsibility. You agree to arrange your own insurance with a reputable insurer, with protection for the full duration of the booking. We reserve the right to cancel your travel at any time should such a policy not be taken out by you.

B2. Cancellation by You
Cancellation of travel must be made in writing and is effective from the date we receive the written notification. Upon cancellation (which also includes failure to arrive when due and a name change), the deposit and any amendment charges will be forfeited. Cancellation charges are expressed as a percentage of quoted price as follows:

Period before departure when we receive your written cancellation and cancellation charge per person cancelling:

More than 90 days: deposit only
Between 61 and 90 days: 50%
Between 31 and 60 days: 75%
30 days or less: 100%

If the reason for cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. If you provided itrvl with credit or debit card details, you agree we may use such credit or debit card details to obtain payment of any balance due under this contract, unless you have specifically notified us in writing that the credit or debit card on file is not to be used for the payment of any outstanding balance.

Notwithstanding the above, if we have issued airline tickets to you and you choose at any time to cancel them, then we will refund solely the amount of money we reclaim from the airline. If we have previously indicated that an amount greater than the above is non-refundable then that amount supersedes this table.

B3. Amendments by You
If you wish to change your itinerary after a deposit has been made, we will endeavour to make the changes required, provided that you provide a notification of the changes desired in writing. Any change made will result in the booking being re-priced at the rate in effect at the time of the change and additional deposit or balance payments may be required to confirm the change.

We will confirm any applicable charges with you and you will be required to make payment before any change is made.

A “name change” constitutes a cancellation and will be subject to the cancellation charges set out in clause B2.

B4. Cancellation by Us
We cannot accept liability or pay compensation where the prompt performance of our contractual obligations is prevented or affected by, or you suffer any damage or loss as a result of force majeure. In these terms and conditions, force majeure means any event beyond the reasonable control of us or our suppliers, which is not due to the negligence or default of us or our suppliers including, but not limited to, the following: (i) acts of God, flood, drought, earthquake, tempests or other natural disaster; (ii) epidemic or pandemic (whether or not declared by the World Health Organization); (iii) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; (iv) nuclear, chemical or biological contamination or sonic boom; (v) any law or any action taken by a government or public authority, including but not limited to imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent; (vi) collapse of buildings, fire, explosion or accident; (vii) any labour or trade dispute, strikes, industrial action or lockouts; (vii) non-performance by other suppliers or subcontractors; or (viii) interruption or failure of utility service. In the circumstances amounting to force majeure we will (a) be relieved of our obligations under these terms and conditions and not be in breach during the period that the force majeure event and its consequences continue but only to the extent so restricted or prevented; and (b) not be liable for any delay or failure in the performance of any obligations under these terms and conditions caused by the force majeure event or any loss or damages which you may suffer due to or
resulting from such delay or failure.

We may cancel your confirmed travel if you fail to comply with any requirement of these terms and conditions. We also reserve the right to cancel your travel for any reason at any time before full payment has been received. While we always endeavour to avoid changes and cancellations, we must reserve the right to do so. If we cancel your travel for a reason not identified above, we will return to you all monies paid or offer an alternative travel of a comparable standard.

B5. Amendments by us
Although every effort is made to adhere to booked schedules and itineraries, we reserve the right to make changes to the proposed itinerary without prior notification as a result of a force majeure event listed in clause B4. We and suppliers are not liable for any loss or damage caused by changes or resultant delays arising from such circumstances, and any additional expenses incurred as a result thereof will be your responsibility. However, we shall only be entitled to make changes to an alternative that is (i) not of a materially lower standard or quality, and (ii) the additional expense for the relevant line item cannot be greater than 10% of the expense for that line on the originally confirmed booking, failing which, you or your agent shall be entitled to cancel the booking and be refunded amounts already paid, less (i) the deposit and (ii) any additional costs to suppliers in respect of which we are not able to obtain a refund, having made diligent efforts to do so.

B6. Chargebacks and Complaints / Dispute Process
You can dispute charges with credit card companies via a chargeback. If you have a question about a charge on your credit card statement, you agree to contact itrvl prior to initiating a charge dispute with your credit card company to discuss any questions or concerns about the charges and we will work with you to resolve any concerns. We retain the right to dispute any chargeback that we believe is improper and retain the right to cancel any booking in the event of a chargeback related to that booking. If you initiate a chargeback without first contacting itrvl and we successfully dispute it, you agree to reimburse us for all chargeback fees and administrative costs incurred. By using us to make a travel reservation with suppliers, you accept and agree to the relevant cancellation policy of that supplier; provided that in the event of any conflict, ambiguity or inconsistency between the cancellation policy set out in this contract and the cancellation policy of the relevant agent, the provisions of this contract shall prevail.

If you have a problem during your travel, please inform the relevant organiser (camp/hotel manager/service provider) immediately and they will endeavour to put things right. If your problem cannot be resolved locally you must inform and send full details to us in writing within 14 days of your return from travel. If you fail to follow this procedure, we will not accept liability as we have been deprived of the opportunity to investigate and rectify the problem.

PART C: PARTIES, SERVICES AND LIABILITIES

C1. Parties
Your contract is with the following parties, each rendering distinct and separable services. For the purposes of these terms the parties below will be referred to as “we” or “us”.

1.1. Jacada Travel Limited (“Jacada”)
As part of the Reservations Services, Jacada introduces you to available travel options and guides you through those options based on your stated preferences. This includes helping you explore destinations, camps, activities, and experiences, and assisting you in shaping a provisional booking that reflects your interests. Suppliers such as hotels, villas, and others have their own booking conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant supplier’s liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.

Jacada acts as an independent service provider. It does not act as your agent or the agent of any supplier when providing these services.

Jacada does not operate, perform, control, or supervise any Travel Services and does not process payments. To the greatest extent permitted by applicable law, Jacada shall not be liable for any loss, damage, delay, injury, illness, death, or expense arising from or connected with the performance, non-performance, quality, safety, or delivery of any Travel Services, whether provided by Wilderness Travel or any third-party supplier

1.2. Wilderness Concierge SEZC (“Wilderness Concierge”)
Wilderness Concierge provides Reservation Services. You are entering into a separate contract for the performance of Travel Services with Wilderness Travel for Wilderness-operated services, or with the relevant supplier where the service is provided by a third party.

Reservation Services are complete when the booking is confirmed and the required deposit payment is made. After confirmation, Wilderness Concierge will render Concierge Services until such time as your trip is completed, payment of which is included in the balance payment due in accordance with clause A1. To the greatest extent permitted by applicable law, Wilderness Concierge shall not be liable for the performance, non-performance, safety, quality, or delivery of any Travel Services, which remain the responsibility of the relevant supplier.

1.3. Wilderness Travel SEZC (“Wilderness Travel SEZC”)
Travel Services are provided during the trip by Wilderness Travel SEZC (or other entities within the Wilderness group of companies) when it operates the service, or by independent suppliers when they provide the service.

Each supplier is responsible for the performance, safety, delivery, and quality of the Travel Services that it provides. The guest enters into a direct and separate contract with each supplier for the Travel Services.

Wilderness Travel will be liable to you only for direct losses you suffer where those losses are suffered as a direct and substantial consequence of Wilderness Travel’s gross negligence or wilful misconduct in rendering the Travel Services that it operates. Except as expressly fully stated otherwise and permitted by law, Wilderness Travel will not be liable to you for any loss, damage, cost, or liability arising from or in connection with any Travel Services that is rendered by a third-party supplier.

Wilderness Travel will not be liable for any amounts that you have agreed, settled, or compromised with a third party without Wilderness Travel’s prior written consent, or for any amounts you are otherwise contractually obliged to pay to another person or entity.

1.4. itrvl LLC (“itrvl”)
Itrvl provides Payment Processing Services and acts as your authorised payment agent to collect funds and remit them to the suppliers and agencies attached to your booking and identified in your booking confirmation. Itrvl acts as an independent service provider and not as an agent of the guest or any supplier in any reservation made hereunder.

Except in cases of itrvl’s gross negligence or wilful misconduct, itrvl shall not be liable for any loss, damage, or liability arising from or connected with the performance or non-performance of Travel Services, supplier acts or omissions, or the acts or omissions of any agent or third party.

C2. Services
This contract covers the following services:

2.1. “Reservation Services” means the advisory, planning, coordination, quotation, and booking activities carried out to identify, request, hold, and confirm travel services for the guest. Reservation Services include communicating with suppliers, securing space, preparing itineraries and confirmations, managing payment instructions, up until the date upon which a reservation is confirmed.

2.2. “Concierge Services” means the administration of the booking, including making any changes to a booking between the date of confirming the booking and the date of travel, as well as any changes or assistance required during your trip;

2.3. “Travel Services” means the accommodation, transportation, guiding, activities, meals, transfers, logistics support, and other on-trip services that the guest uses during travel.

2.4. “Payment Processing” means collecting payment from the guest in order to confirm a booking, receiving funds through the designated payment system, allocating those funds to the suppliers that form part of the booking, and managing any authorized refunds in line with the applicable cancellation terms. Payment Processing does not include setting prices or advising on pricing, which is handled separately by the party presenting the itinerary to the guest.

C3. Limitation of Liability
3.1. General
Except for any express indemnity, and subject always to applicable law, none of the parties involved in your booking shall be liable to you for any loss, damage, cost, or liability arising from or in connection with this contract or the services contemplated by it.

Nothing in this contract excludes or limits any liability where such exclusion or limitation would be unlawful. This includes liability for death or personal injury, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

3.2. Excluded Liabilities
Subject to the statutory carve-out above, none of the parties shall be liable to you for punitive damages, indirect damages, consequential damages, loss of profits, loss of enjoyment, third-party claims, or liabilities imposed on you by any law or statute, to the greatest extent permitted by applicable law.

None of the parties shall be liable for any losses or amounts that you have agreed, settled, or compromised without prior written consent, or for amounts you are otherwise contractually bound to pay to another person or entity.

3.3. Errors, omissions and technology exclusions
To the greatest extent permitted by applicable law, none of the parties guarantees the absence of errors, omissions, or data corruption of any content or electronic files, promotional material, travel information, publications, or documentation. None of the parties shall be liable for loss or damage caused by defects in products or services, losses arising from system downtime, third-party API failures, errors in automated systems including AI-generated recommendation or by the acts or
omissions of third parties.

None of the parties shall be liable for loss or damage caused by computer viruses, denial-of-service attacks, or other technologically harmful material arising from use of itrvl or from downloading content from linked websites.

3.4. Aggregate Liability
Subject always to applicable law and the provisions above, the total aggregate liability to you arising under or in connection with this contract, in relation to any booking, shall be limited to the amounts actually paid by you and received by itrvl in respect of that booking.

C4. Awareness of Hazards, Risks and Dangers
Please understand that the areas and infrastructure in the locations you are visiting will not be the same as your country of residence. You acknowledge, are aware of and appreciate:

i. the real hazards and risks associated with wildlife areas, game and nature reserves, and game lodges, which may be situated in unfenced wildlife areas;
ii. the hazards and risks associated with rivers, streams, lakes, coastal areas, and other bodies of water that may be affected by unpredictable weather, tides, currents, or seasonal conditions, and which may not have warning systems, barriers, or controls commonly found in developed jurisdictions;
iii. the real dangers and risks associated with travel in remote or rural locations, including poorly maintained roads, limited transport infrastructure, and extended travel distances from emergency assistance;
iv. the risk of bodily harm, injury, illness, death, damage, or loss of property arising from encounters with wild, dangerous, or unpredictable animals, exposure to insects or parasites, the prevalence of communicable, tropical, or endemic diseases, and other health-related hazards;
v. the risks associated with travel in undeveloped or partially developed countries or regions, including political or civil instability, crime (including but not limited to theft, pickpocketing, fraudulent scams and other crimes specifically targeting tourists), acts of terrorism, limited availability of medical facilities, emergency response services, health and safety regulation, reliable electricity, clean water, and communications infrastructure; and
vi. You acknowledge that you travel voluntarily, participate in activities, and make use of services and facilities entirely at your own risk, having considered the conditions and risks described above.

You and your booking party waive any and all claims of whatsoever cause or nature, howsoever arising, which you might have or which might arise against us, including any form of negligence. We shall not be liable to you or any member of your booking party for any harm of any nature or cause whatsoever. You agree to indemnify, defend and hold us harmless from any and all claims (of any nature or cause whatsoever) made by you or your booking party where such persons or entities incur any liability or suffer any harm in connection with the tours or services arranged or provided by or on behalf of us, irrespective of the cause thereof (including any form of negligence). Should we for any reason whatsoever, not be protected by any of the provisions of, or protections contained in, this contract and be found to be liable to you or your booking party for any harm suffered, then our total liability shall be limited to the actual proven and direct loss only, such loss however, shall be limited to and shall not exceed the amounts actually paid by you and received by us for the booking. Under no circumstances will we be liable to you or your booking party for consequential, punitive, special or exemplary damages, or any indirect losses or loss of profits.

You agree that if you are injured or become ill during your travel, we may, at your cost, attempt to arrange medical treatment, evacuation or any other emergency services on your behalf as we deem essential for your safety and well-being but we accept no responsibility for the quality or adequacy of any such treatment, evacuation or services. Costs incurred for emergency medical treatment and evacuation are typically covered under travel insurance policies, which are a requirement of booking.

All bookings confirmed are subject to the terms and conditions specified by suppliers and these conditions are binding between you and the supplier; provided that in the event of any conflict, ambiguity or inconsistency between this contract and the terms and conditions specified by suppliers, the provisions of this contract shall prevail. On written request we will provide you with a copy of the supplier’s terms and conditions.

PART D: LEGAL TERMS YOU SHOULD KNOW

D1. Carriers
Carriage by air and sea is subject to the terms and conditions of the carriers with whom you are travelling and to international conventions. We shall not be liable whatsoever for cancellations, strikes, timetable changes, diversions, technical issues unrelated to us, lost or mislaid luggage, rescheduling costs, missed accommodation, or delays which result from any operational decision of the carrier concerned. We shall not be liable for death, injury or illness that derives from carriage by air or sea.

D2. Your Responsibility
You must ensure that your travel documents, passports, visas and vaccination certificates are in order and that you ensure that you have taken the advice of your primary care physician with regard to inoculations. We will offer general advice but cannot be held responsible if you do not comply with current requirements before your departure. We do not accept liability for any advice given of a general nature prior to the travel commencing. You are responsible for a timely check-in for all flights and for presenting yourself to take up all pre-booked components of your travel. No credit or refund will be given to you should you fail to take up any component of your travel or if you lose any travel documents.

D3. Binding Arbitration
You agree that any dispute concerning, relating or referring to this contract, or the trip itself, shall be resolved exclusively by binding arbitration administered by the International Centre for Dispute Resolution in accordance with its International Expedited Procedures. Such proceedings will be governed by substantive (but not procedural) Puerto Rico, law will take place in the City of San Juan, Puerto Rico, and the language of arbitration shall be English. The arbitrator and not any federal, state, or local court or agency shall have exclusive authority to resolve any dispute relating to the interpretation, applicability, enforceability, conscionability, or formation of this contract, including but not limited to any claim that all or any part of this contract is void or voidable. By agreeing to these terms and conditions, you and we are waiving our right to a trial by jury. This clause is a separate, divisible agreement from the rest of this contract and shall remain in effect even if this contract terminates or is cancelled. This clause shall not be or become void, voidable or unenforceable by reason only of any alleged misrepresentation, mistake, duress, undue influence, impossibility (initial or supervening), illegality, immorality, absence of consensus, lack of authority or other cause relating in substance to the rest of this contract and not to this clause. You and we intend that any such issue shall be subject to arbitration.

D4. The Law
The above booking terms and conditions together with all correspondence form part of your contract with us. This contract and any matters arising from it shall be governed by and interpreted in accordance with the laws of Puerto Rico.

D5. Documentation and Protection of Personal Information
In order to manage and complete your booking with us, we will process your personal data (i.e. personal and contact details, payments transactions details) in compliance with all requirements of applicable laws relating to data protection. By confirming your booking, you consent to us sharing your information between the parties to this contract as well as any other third party which may be involved at any stage throughout your trip.

Therefore, please read our Privacy Policy which is available at itrvl.com/privacy.

By accepting the present Terms & Conditions you acknowledge and confirm that you have read our Privacy Policy.

Please carefully read your confirmation invoice and all other documentation we send you as soon as you receive them. Contact us immediately if any information (including any personal data) appears to be incorrect as it may not be possible to make changes later. You will be responsible for any costs and expenses involved in rectifying any inaccuracies except where we were negligent in making the mistake.

D6. Miscellaneous
Baggage is carried entirely at your risk. In the event that you provide us or suppliers with incorrect information relating to your weight, or the weight of your luggage, we and the suppliers shall be entitled to levy additional charges and you agree to settle the account with us or the supplier. We and your local operators of tours and/or suppliers of services reserve the right to remove anyone from a trip without refund who acts in a manner which it considers unsafe or inconsiderate to fellow travellers or others and/or who ignores the requests of his or her guide(s) to act in a safe and considerate manner.

Jacada, itrvl, Wilderness Concierge and Wilderness Travel are not offering “package travel” and “linked travel arrangements” under, and is not subject to, The European Package Directive 2015/2302 and The Package Travel and Linked Travel Arrangements Regulations 2018, each as amended, supplemented and/or replaced from time to time.