Company Policy

This Company Policy outlines the standards, procedures, and guidelines that govern the operations of Itiba Tours. This policy applies to all employees, contractors, and tour guides of the company and are designed to promote a safe, professional, and enjoyable experience for both employees and customers.

1. Mission Statement

At Itiba Tours, we are committed to providing exceptional tours that offer unique and enriching experiences. We prioritize safety, professionalism, and customer satisfaction, striving to create memorable experiences for all our guests.

2. Booking and Reservation Policies

• Reservations: All tours must be booked in advance through our website, or authorized booking agents. Walk-ins may be accommodated based on availability but are not guaranteed a spot.

• Deposits and Payments: A deposit may be required to confirm your reservation, with the balance due prior to or on the day of the tour, depending on the tour package.

• Cancellations and Refunds: For a full refund, cancellations must be made by calling or contacting us at least 36 hours in advance of the scheduled tour. Cancellations made less than 36 hours before the tour and “no-shows” are non-refundable.

• Group Bookings: For group bookings, custom terms and conditions may apply. Please contact us directly for details.

3. Tour Guide Conduct

• Professionalism: All tour guides must maintain a high level of professionalism, be knowledgeable, and provide excellent customer service.

• Uniform and Identification: Guides must wear a company uniform or identification badge during tours to ensure they are easily recognizable.

• Behavior: Guides are expected to behave respectfully and courteously toward guests, colleagues, and the public. Inappropriate behavior, including discrimination, harassment, or unprofessional conduct, is strictly prohibited.

• Training: All tour guides must undergo training in safety procedures, first aid, and customer service, as well as in-depth training on the destinations they are guiding.

4. Health and Safety

• Customer Safety: Safety is our top priority. Guides are responsible for ensuring the safety of all guests throughout the tour. All tours are conducted in compliance with local regulations and safety standards.

• Emergency Procedures: All guides must be trained in basic first aid and emergency response. In case of an emergency, guides should immediately contact emergency services and provide first aid as needed.

• Risk Acknowledgement: Guests must acknowledge the risks associated with the tour through a waiver or terms and conditions agreement before participating.

5. Customer Relations

• Customer Service: We strive to provide excellent customer service at every stage of the tour experience, from booking to the completion of the tour.

• Complaints and Feedback: If a customer has concerns or complaints during the tour, the guide should address them promptly. For unresolved issues, guests can contact our customer service team at [email protected] within 14 days of the tour to file a formal complaint. Complaints submitted after this time may be considered based on exceptional circumstances. We value customer feedback and continuously strive to improve our services.

• Special Requests: We accommodate special requests whenever possible, such as dietary restrictions, accessibility needs, or specific interests. These must be communicated at the time of booking.

• Respecting Diversity: We welcome and respect people of all backgrounds. Discrimination, harassment, or offensive behavior is not tolerated.

6. Environmental Responsibility

• Sustainability: We are committed to responsible tourism practices that minimize our impact on the environment. This includes reducing waste, respecting wildlife, and encouraging sustainable travel practices.

• Eco-Friendly Practices: We promote eco-friendly transportation options, limit the use of plastic, and encourage guests to be mindful of their environmental footprint during the tour.

7. Employee Policies

• Equal Opportunity Employment: We are an equal opportunity employer and are committed to providing a workplace free of discrimination and harassment. We value diversity and inclusivity.

• Workplace Conduct: Employees must adhere to the company’s code of conduct, which emphasizes professionalism, respect, and teamwork. Any violation of these principles may result in disciplinary action.

• Compensation and Benefits: Employees are compensated according to industry standards, with additional benefits provided based on job roles and tenure. Overtime, if applicable, will be paid in accordance with labor laws.

8. Marketing and Advertising

• Accurate Representation: All marketing materials and advertisements must accurately represent the tours and services offered. Misleading information or exaggerated claims are prohibited.

• Customer Consent: Photos or videos taken during tours may be used for promotional purposes. Customers must give their consent before any media involving them is used publicly.

• Branding: All external communication, including website content and promotional materials, must be consistent with the company’s brand guidelines.

9. Confidentiality and Data Protection

• Customer Privacy: We respect the privacy of our customers and are committed to protecting their personal information. Any data collected during the booking process or while on tour will be handled in compliance with relevant data protection laws.

• Employee Confidentiality: Employees must not disclose company confidential information or trade secrets. Breaches of confidentiality may result in disciplinary action.

10. Liability and Insurance

• Insurance Coverage: Itiba Tours maintains comprehensive insurance to cover any accidents, injuries, or damages that may occur during the course of a tour. However, guests are encouraged to have their own personal travel insurance.

• Waivers and Liability: All guests are required to sign a liability waiver prior to participating in the tour. This waiver acknowledges the inherent risks of the tour and releases Itiba Tours from liability for certain incidents.

11. Policy Violations and Disciplinary Action

• Violations of Policy: Any employee or customer found to be in violation of these policies may face disciplinary action. Employees may be subject to warnings, suspension, or termination, depending on the severity of the violation.

• Customer Violations: Guests who engage in disruptive, unsafe, or disrespectful behavior may be asked to leave the tour without a refund.

By adhering to these policies, Itiba Tours aims to provide a safe, enjoyable, and professional experience for all participants, ensuring the success of both our business and the satisfaction of our guests.Upload image or file. Do not upload any sensitive information (ID, passport, phone numbers, or emails) in this field.