GENERAL COMMENTS

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ASIA NATURAL TOUR is committed to creating experiences that connect travelers to the authentic cultures and wonders of the Kingdom of Cambodia through premium services provided by our employee owned and operated offices. We are industry leaders in delivering comprehensive destination management services that guarantee the very best experience for you and your clients, while our locally-based management philosophy ensures each operation is sensitive to its surrounding environment and its culture.

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CONFIRMATIONS

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We will always acknowledge an allotment by return communication. Services and bookings without allotment will be handled on a request and confirm basis, subject to availability with reservation status changes communicated immediately.

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Provision of  details such as names, arrival and departure flights and timings, number of adults, children (with ages) and infants, dietary or other special requirements.

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Acknowledgements and confirmations will be sent to you by e-mail within 24 hours whenever possible.

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In the event we are unable to confirm your request, we will provide an alternative wherever possible for your consideration.

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Confirmations may take longer than 24 hours for extensive, custom-made or complex multi-city or multi-country itineraries, and for groups where rates and services can benefit from specific negotiation.

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ASIA NATURAL TOUR reserves the right to levy a mutually agreed handling fees for reservations and or provision, or services and managing logistics of service delivery outside the scope of those contractually agreed and required or requested by the customers.

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VOUCHERS/EXCHANGE ORDERS

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Please issue one (1) voucher addressed to ASIA NATURAL TOUR for all services provided by us, clearly listing confirmed services at the destination(s) with itinerary/brochures attached where possible.

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RATES

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CONFIDENTIAL CONTRACT RATES Confidential rates are based on market research, competition analysis, strategic negotiation and prior knowledge of seasonality in each destination. All rates quoted in the tariff are net, non-commissionable and under the condition that they cannot be displayed in any way to third parties. All rates quoted are in US$ Dollars, unless otherwise stated.

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MINIMUM SELLING RATES Hotels/resorts and/or suppliers may require ASIA NATURAL TOUR to adhere to a Minimum Selling Rate guideline communicated to you for implementation.

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HANDLING FEES If required to book accommodation under your direct contract agreements, we will charge a pre-agreed handling fees, either per person or per booking. The company will manage the bookings on your behalf based on information provided by you. The handling fees will include processing of the reservations, amendments and/or cancellations as communicated by you.   

           

PER PERSON RATES/PER ROOM RATES All hotel rates in our confidential tariff are per room per night or per person per night in half twin and inclusive of all applicable charges and taxes unless otherwise specified.

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All tour and transfer rates in our confidential tariff are per person and inclusive of all applicable charges and taxes unless otherwise specified.

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Specific services from outside our confidential tariff will be offered based on the quotation from the suppliers.

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COMPULSORY MEALS

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Please note that most hotels include compulsory special gala dinners on Christmas Day, New Year’s Eve and sometimes on national and/or other festive occasions in each country. This is a compulsory charge, regardless of whether the client wants the dinner or not and will be invoiced by ASIA NATURAL TOUR. It is not possible for customers to pay for these meals on spot.

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TAXES

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Unless otherwise specified, all quoted rates are inclusive of applicable taxes (including service charges, Value Added Taxes and/or locally charged taxes).

Domestic tourism taxes and/or airport taxes may be applicable and are not included. These need to be paid directly to the relevant authority by the traveler, however to the time being most of ASEAN countries airport taxes are included in the flight tickets.

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In the event of government imposed tax changes, ASIA NATURAL TOUR reserves the right to alter rates accordingly. ASIA NATURAL TOUR reserves the right to collect any differentials from individual clients which may arise.

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COMMISSION

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All quoted rates unless otherwise specified, are net and non-commissionable.

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CANCELLATIONS & REFUND POLICIES

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ASIA NATURAL TOUR’s policy is not to charge cancellation fees unless pre-defined and agreed. We will assist whenever possible, negotiations with suppliers to waive or minimize these charges to you. However, should such cancellation charge(s) be incurred, ASIA NATURAL TOUR will debit these charges from your account.

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Tours & Tour Packages Reservations:

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• 24h to arrival day: 100 % charge

• 8-2 days 80 % of the tour price

• 15-9 days 50 % of the tour price

• 29-16 days up 15 % of the tour price

• +30 days up: no charge

 

EXCHANGE RATES / CURRENCY FLUCTUATION WAIVERS

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All rates quoted in the confidential tariff are in US$ Dollars, unless otherwise stated. In some cases the local currency and/or the rate is quoted in accordance with hotel policy rate. ASIA NATURAL TOUR does not guarantee currency conversion rates or any quotation where currency conversion is included. ASIA NATURAL TOUR reserves the right to adjust rates in case of fluctuations in exchange rates.

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DISCOUNTS / CHILD POLICY

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Children and infant discounts apply for each destination with explanations provided on exceptions and variations. Children and infant discounts apply when travelling with at least 2 (two) full paying adults, unless otherwise specified.

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For children between 2 to 12 years old (who have not completed year 11), the following price policies apply:

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– Child in extra bed                         15% discount on total package

– Child no bed                                  25% discount on total package

– Land services only                         50% discount on total package

– Child in twin                                   no discount (child airfare only)

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Note: Maximum 04 children are allowed at reduced rates, per party.

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For infants between 0-2 years old (who has not completed year 1), the following policies apply:

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– No extra bed, no meals, no entrance booked, all services free, except air ticket (90% discount of adult fare)

– Crib upon request; rate to be determined on a case-by-case basis.

– Extra bed upon request.

– Local services: 90% discount

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FREE OF CHARGE POLICIES (TOUR LEADER/TOUR DIRECTOR)

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Special conditions for tour leaders/tour directors/ event organizers, ASIA NATURAL TOUR will provide specific rates and conditions for them wherever possible. Kindly specify for groups whether a native speaking tour leader/tour director will join with the customers and we will provide special rates and conditions if applicable in accordingly with the size of the group and number of leaders.

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INSPECTIONS / EDUCATIONAL TOURS / CONTRACTING TRIPS / FAM. TRIP

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ASIA NATURAL TOUR supports, wherever possible, discounted / free of charge, site inspections, contracting or familiarization trips. We will do our utmost to obtain discounted rates, however in the cases where this is not possible, due to peak travel times or high occupancy, ASIA NATURAL TOUR will pass on these costs at a net rate.

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PAYMENT

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Unless prior credit arrangements have been made with ASIA NATURAL TOUR, the company requires full pre-payment for all reservations at least 14 days (*) prior to arrival. Failure to do so may result in the cancellation of the reservation(s) by the company. A sample copy of the voucher must be submitted with credit application in the event that credit approval is requested.

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Unless credit has been approved in advance in writing by ASIA NATURAL TOUR, an invoice will be forwarded for 20% (twenty per cent) of the total program value, 60 (sixty) days prior to arrival. This invoice is a non-refundable deposit and is based on a pro-forma estimated cost, which will be subsequently amended when the group materializes, travels and is ultimately billed.

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Where deposits and advance payments are required from contractors, these will also be invoiced to the client for payment (in addition to the 20% (twenty per cent) of the total program value 60 (sixty) days prior to arrival deposit referred to in the previous paragraph). This will be done before ASIA NATURAL TOUR makes those deposits on behalf of the client for the respective movement.

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Payments may be made by telegraphic transfer or bankers’ draft, drawn on ASIA NATURAL TOUR’s bank. ASIA NATURAL TOUR shall be entitled to claim for and receive payment of any expenses incurred in claiming any shortfall in payments. All bank charges and fees are to be paid by the sender. Payments by telegraphic transfer for transfer(s) and / or hotel(s) only may attract a US$ 20 fees (twenty American Dollars) or equal in the agreed currency.

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A limited amount of ASIA NATURAL TOUR countries offer credit card payments (Visa & Master Card only) from legitimate agents; an additional charge of 3% (five per cent) will be added to the total invoice to cover bank charges in each country (when allowed and where credit card payments can be accepted) in all cases of credit card payment. We do, however, need to emphasize that not all ASIA NATURAL TOUR offices can accept credit card payments.

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Non-compliance with these conditions can result in automatic cancellation of services without prior notice.

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(*): Pre-payment procedures during high/peak seasons may vary, depending on the accommodation policy to guarantee the booking. ASIA NATURAL TOUR will inform you accordingly regarding each individual case.

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CONFIDENTIALITY

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Any agreement, its contents and all related documentation sent to the customer/tour operator are strictly confidential and must not be disclosed to any third parties.

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These special contracted rates are offered based on the ability of the tour operator to drive/travel to ASIA NATURAL TOUR.

To protect this confidentiality, ASIA NATURAL TOUR will not disclose the rates to its customers and will invoice the tour operator directly.

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Rates are confidential and cannot be promoted or sold on the Internet or otherwise (including third party websites) unless “packaged” with other elements.

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TRAVEL REQUIREMENTS

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PASSPORT It is advisable to make passport inquiries when making travel arrangements with ASIA NATURAL TOUR. For any travel to and from the country/countries within ASIA NATURAL TOUR’s network, a valid passport is required. Conditions for specific validity of passports and other travel documentation can be obtained from each respective embassy and/or consulate of the customer. For most countries, passports need to be valid for at least six months from the date of entry at a border post/airport/seaport of Cambodia.

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VISA In addition to passport requirements, many countries require additional visa requirements; visa(s) for certain countries can either be obtained in the country of residence or at the border immigration bureau of the country(s) to be visited where ASIA NATURAL TOUR is operational. Full details about the specific visa conditions and requirements to obtain a visa(s) for each specific country can be obtained from ASIA NATURAL TOUR and/or from each respective embassy and/or consulate of the customer.

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TRAVEL INSURANCE We recommend that you obtain a comprehensive travel insurance policy while travelling. Neither ASIA NATURAL TOUR nor its agents/suppliers or business partners shall/and can be held responsible for any loss, or damaged or stolen personal belongings.

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HEALTH AND SAFETY ASIA NATURAL TOUR complies with all industry required health and safety guidelines, in the selection of product and provision of services. All our customers are required to follow the safety regulations for any service provided e.g. wearing seat belts during transfers and wearing life vests for any boat/sailing tour. We check hotels/restaurants and other suppliers of food and drink and ascertain that they have the appropriate safety licenses in place. ASIA NATURAL TOUR cannot be held responsible in any way for any kind of food and/or beverage consumed which has not been recommended by

ASIA NATURAL TOUR.

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SERVICES

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HOTELS

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Accommodation in and around Cambodia

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There are very few hotels/resorts, with standard triple rooms in their inventory. These are commonly double/twin rooms with an extra (roll-away) bed, limiting space within the room. Please inform all concerned accordingly to correctly manage expectations. Extra bed rates / triple sharing room rates are available in the confidential tariff.

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Single room supplements are indicated in the confidential tariff. It is common that the provided rooms are twin/double rooms for single use only.

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Preferences such as smoking/non-smoking, king-size beds and location of the room cannot be guaranteed or confirmed in advance and are subject to hotel policy and availability at time of check-in.

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Rating (***/****/*****)

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Although hotels/guesthouses/accommodation in the region may provide you with information about their qualification, the properties used and offered by ASIA NATURAL TOUR may not all have official star qualification issued by an official government-accredited hotel association. ASIA NATURAL TOUR provides you with its own internal star qualification based on its own experience and criteria to ensure you have an interpretation of the standards. ASIA NATURAL TOUR cannot be held liable in any way for this internal star qualification.

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TOURS

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Unless otherwise specified, all tours and transfers are operated under the following conditions:

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All tours include fully-insured transport in good working order with English speaking assistance.

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Assistance requirements for languages other than English are subject to availability and require an additional charge.

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Tours include entrance fees, meals (where mentioned) excluding any drinks, guide fees and other expenses specifically mentioned in the tour program.

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ASIA NATURAL TOUR is committed to offer quality optional excursions with on-par rates; when booked with the company, the customer accepts any additional service (may include shopping).

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TRANSFERS

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Unless otherwise stated, ASIA NATURAL TOUR will provide in each destination according to the rates provided in our confidential tariff:

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Meet and greet services with name sign and/or with specific company logo.

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Assistance with arrival and departure procedures at airports, stations, ports, hotels and/or any other venue.

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Transportation according to the booked itinerary.

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Reconfirmation of onward travel reservations.

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TRANSPORTATION

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ASIA NATURAL TOUR will always source the best available transportation in each destination. Where possible, we use coaches and cars, contracted on a long-term basis.

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Transportation (road or water transport) are operated by fully-licensed drivers / operators, in accordance with general safety standards. Vehicles are maintained strictly in accordance with manufacturers’ specifications and kept clean and in good working order.

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Transportation will be in a coach / mini coach / mini -van or car with English speaking assistance and qualified, licensed driver except for transfer services where ASIA NATURAL TOUR states ‘driver only’; A language escort for the entire tour/transfer can be requested at a supplementary cost.

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Vehicles are licensed, comprehensively insured and equipped with seat belts for all passengers to comply with local road traffic regulations.

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Water transport will be of high quality with lifejackets provided for clients.

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WHOLESALE / HOSTITALITY / POS FACILITIES

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ASIA NATURAL TOUR provides custom-made quotations and offers, hospitality desks, uniformed staff, gifts, convention and incentive on-spot requirements, specific communication requirements, office space and more for designated travel managers. All these services are provided at a fee. Contact us directly for more information and specific quotations.

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GUIDES AND REPRESENTATION IN EACH DESTINATION

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Without doubt our guides are the true ambassadors of ASIA NATURAL TOUR, and the image of their country. We provide a multi-lingual team of professional guides – each licensed and registered with the relevant authorities, undergoing extensive training prior to leading tours.

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CORPORATE SOCIAL RESPONSIBILITY (CSR)

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ASIA NATURAL TOUR strongly believes in creating a sustainable and responsible business platform and is committed to “giving back” to the communities in which we reside. Since the first ASIA NATURAL TOUR office opened in 2015, we have done many projects to benefit the local population. Today our efforts have expanded and we proudly support various projects and partner with Angkor Kids Center a local organization located one hour from Siem Reap downtown. Please refer to our website for more information on our CSR initiatives.

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COMPLAINTS AND IRREGULARITIES

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ASIA NATURAL TOUR values feedback to improve service delivery levels. We request that service delivery failures or customer concerns be reported during the customer’s stay to one of our representatives. It is the aim of the company to solve any irregularity on the spot. The company reserves the right to refuse to take action on perceived irregularities submitted to the company 14 days after the customer returns back home.

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LICENSES AND PERMITS

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ASIA NATURAL TOUR office, subcontracted suppliers and other service providers used complying with license and permit requirements, based on the relevant regulations of the destinations that ASIA NATURAL TOUR operates in. For Cambodia you may find our legal information here.

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FORCE MAJEURE

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During the term of this agreement, neither party shall be in default of its obligations to the extent that its performance is delayed or prevented by causes beyond its reasonable control, including but not limited to, acts of God, natural disasters, bankruptcy of a vendor, strikes and other labor disturbances, acts of war, civil disturbances or other equivalent or comparable events.

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INDEMNITY

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The client agrees to indemnify against all damage or injury (including death) to property or person(s) resulting from intentional or negligent acts or omissions from their respective officers, employees, agents, contractor or subcontractor.

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LIABILITY

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ASIA NATURAL TOUR accepts no responsibility and shall not be liable for any injury, illness, loss, accident, expenses, delay or other irregularity resulting from the client’s participation in any of its services provided (tours, transfers and touring programs). ASIA NATURAL TOUR acts as an intermediary between all airlines, hotels, local tourist offices and other service providers. Therefore ASIA NATURAL TOUR reserves the right to modify tours and itineraries with or without notice. ASIA NATURAL TOUR package tours are organized in conjunction with the respective airline(s) scheduled flights, itineraries and timetables; these are provisional and subject to change without notice. Acknowledgement and confirmation of the above-mentioned conditions is active once clients participate in one of the provided services via ASIA NATURAL TOUR. The itinerary of the excursion, package and/or tour cannot be altered or changed without prior permission from ASIA NATURAL TOUR. We cannot be held liable if you amend the excursion and its content in your brochures or provide incorrect descriptions to clients.

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CONTACT & DOMAIN

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Only email communication made from the domain (at)asianaturaltours.com unless otherwise stated are entitled to official.

For more information and clarification please find the following contact details:

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Siem Reap Head Office
m: (+855)0 77 524 777
a: 3 Monkeys Road, Svay Dangkum, Siem Reap, the Kingdom of Cambodia
w: www.asianaturaltours.com
e: info@asianaturaltours.com