Terms of sale

Golden Palm’s Holidays, a brand of Golden Palm’s Travel SARL. Version of 26 September 2026.

1. Purpose, offers and quotes

These terms apply to every booking of a tour, stay, excursion or experience made with Golden Palm’s Travel SARL, a category A travel agency, 21 Avenue Tlemcen, Kairouan, Tunisia, which sells its offers under the Golden Palm’s Holidays brand.

Every programme on the website is a starting point: we adapt it to your dates, your pace and your wishes. The contract is formed when you accept our quote in writing and pay the deposit provided for in article 2.

Our quote states the dates, the accommodation, the services included and not included, the total price and the validity of the offer, which is 15 days from the date it is sent. The descriptions on the website are indicative until the quote has been accepted.

2. Booking, prices and payment

Deposit. When the quote is accepted, a deposit of 30% of the total price is due to confirm the booking.

Balance. The balance must be paid no later than 30 days before departure. For a booking made less than 30 days before departure, the full price is due at the time of booking.

Prices. Prices are quoted in euros, per person unless stated otherwise, and are valid for the dates of the quote. They include only the services listed under “Included” in the programme or the quote. Flights, personal expenses, tips and optional services are not included unless stated otherwise.

Payment methods. Bank transfer, or online card payment via Clictopay when this option is offered. Bank charges linked to a transfer are borne by the customer.

3. Cancellation and changes by the customer

Any cancellation must be notified to us in writing (e-mail). The date of receipt prevails. Cancellation fees, calculated on the total price, are as follows:

Cancellation	Fees retained
More than 45 days before departure	10% of the total price
From 44 to 30 days	25%
From 29 to 15 days	40%
From 14 to 8 days	60%
From 7 to 3 days	80%
Less than 3 days, or no-show	100%

Costs specific to certain services (non-refundable accommodation, pre-booked entrance tickets, shows) may be added; they are stated in the quote.

Changes. A change of dates, participants or itinerary requested after booking is treated as a change request, subject to availability. It may lead to a revision of the price. A change of a participant’s name is possible up to 15 days before departure, subject to the providers’ rules.

4. Cancellation or changes by the agency

If a tour depends on a minimum number of participants, that number is stated in the quote. If we have to cancel for lack of participants, we will inform the customer no later than 21 days before departure and refund all sums paid in full, or offer another programme.

In the event of force majeure or exceptional circumstances that threaten travellers’ safety (weather conditions, security situation, closure of a site, strike), we may change the itinerary or replace a service with an equivalent one. If the change alters the programme in an essential way, the customer may accept it or obtain a refund of the services not provided, less the costs already committed with providers.

5. Formalities, insurance and liability

Formalities. The customer is responsible for their travel documents: a valid passport, a visa if required, any vaccinations required. We inform the customer of the usual formalities; it is the customer’s responsibility to check them with the authorities of their country. Denied boarding or entry due to a missing document gives no right to a refund.

Insurance. Golden Palm’s Travel holds professional liability insurance. We recommend that the customer takes out travel insurance covering cancellation, assistance and repatriation.

Liability. We are responsible for the proper performance of the services sold, whether we provide them ourselves or through providers. Our liability is excluded where the damage is caused by the customer, by a third party unconnected with the provision of the services, or by force majeure. For risk activities (4x4, dunes, bivouac), the customer follows the guide’s instructions and checks that their state of health allows it.

6. Complaints, personal data and disputes

Complaints. Any complaint must be sent in writing to bonjour@goldenpalmsholidays.com, if possible during the trip so that we can solve the problem on the spot, and no later than 30 days after your return. We reply within 30 days.

Personal data. The information collected is used to prepare and carry out your trip. It is kept for 3 years after the last contact. It is processed in accordance with Tunisian Organic Law No. 2004-63 of 27 July 2004 on the protection of personal data. Details and your rights are set out in the website’s privacy policy.

Applicable law and disputes. These terms are governed by Tunisian law, in particular Law No. 92-117 of 7 December 1992 on consumer protection. The parties will first seek an amicable solution. Failing that, the dispute falls within the jurisdiction of the competent courts of Tunisia, subject to the mandatory consumer-protection provisions applicable in the customer’s country of residence.