INTRODUCTION
This financial policy brief provides an inclusive overview of the financial guidelines concerning decision-making, governance, and compliance within NTEMI TOURS ANDTRAVEL LTD

Our financial management strategy encompasses areas such as payment
terms, cancellation and Refund Policy , pricing policy ,Discounts and Promotions , expense policy for Guides and staff, travel insurance ,customer credit and Refund Process ,Accountability and Auditing and Dispute Resolution .
PAYMENT TERMS FOR NTEMI TOURS AND TRAVEL LTD
1. Booking Deposit
 A non-refundable deposit of 50% of the total cost is required at the time of
booking.
 This deposit confirms the reservation and secures accommodations, transportation,
and other arrangements.
2. Balance Payment
 The remaining balance must be paid in full 14 days before the travel date for
standard tours.
 For last-minute bookings (less than 14 days before travel), full payment is required at
the time of booking.
3. Late Payments
 If the full payment is not received by the specified deadline, the booking may be
canceled, and the deposit forfeited.
 Late payments made after the due date are subject to a 5% late payment fee.
4. Accepted Payment Methods
 Payments can be made through:
o Credit/Debit Cards (Visa, MasterCard, etc.)
o Bank Transfers (Domestic and international transfers)
o Mobile Payment Platforms (mobile Money)
o Cash Payments (for in-person transactions only).
5. Currency and Exchange Rates
 All payments must be made in [Local Currency or USD].
 If paying in a foreign currency, the applicable exchange rate at the time of
transaction will apply.
6. Confirmation of Payment
 A receipt will be issued for each payment made, and the booking confirmation will be provided after the deposit is received.
 The final itinerary will only be shared after full payment has been received.
CANCELLATION BY CUSTOMERS
If a customer needs to cancel their booking, the following conditions will apply:
a) Prior to 30 Days Before Travel:
 Refund of 70% of the total payment, as the deposit is non-refundable.
b) Between 15–30 Days Before Travel:
 Refund of 50% of the total payment.
c) Less Than 15 Days Before Travel:
 No refund will be provided.
Note: Customers are encouraged to purchase travel insurance to cover unexpected cancellations.
CANCELLATION BY NTEMI TOURS & TRAVEL LTD.
In the unlikely event that the company cancels a tour:
 Customers will receive a full refund, including the booking deposit.
 Alternatively, customers can opt to reschedule or receive a credit for future bookings,
valid for up to 12 months.
Refund Processing
 Refunds will be processed within 14 business days of the cancellation request.
 Refunds will be credited to the original payment method.
Non-Refundable Items
The following costs are non-refundable:
 Booking deposit (unless the cancellation is made by the company).
 Costs incurred for visa processing, travel insurance, and third-party services already
confirmed.
Changes to Bookings
 Customers requesting changes to their bookings (e.g., travel dates or package
adjustments) must do so at least 21 days before the travel date.
 Changes are subject to availability and may incur a change fee of $50.
No-Show Policy
 If a customer fails to show up on the travel date without prior notification, no refund
will be provided.
Force Majeure
In the event of natural disasters, pandemics, or other force majeure events, refunds
will be assessed on a case-by-case basis, depending on the policies of suppliers (e.g.,
hotels, airlines).
 Customers may be offered the option to reschedule without penalties.
Pricing Policy for Ntemi Tours and Travel Ltd
Pricing Structure
 Prices are determined based on the following factors:
o Destination and duration of the tour.
o Type of tour package (e.g., budget, luxury, customized).
o Seasonality (peak, off-peak, or shoulder seasons).
o Group size (larger groups may benefit from discounted rates).
Inclusions and Exclusions
 Prices are inclusive of:
o Accommodation, transportation, meals (as specified in the itinerary), and
guided tours.
o Any applicable entry fees or permits for attractions mentioned in the package.
 Prices exclude:
o Flights (unless specifically mentioned).
o Travel insurance, visa fees, personal expenses, and optional activities.
Seasonal Pricing
Peak Season:
o Prices may increase by 15-25% during holidays or peak travel seasons (e.g.,
summer vacations, Christmas, New Year).
 Off-Peak Season:
o Discounts of up to 20% may be offered to encourage bookings during less
busy times.
Dynamic Pricing
Prices are subject to change based on:
o Currency exchange rates.
o Fluctuations in fuel prices or government-imposed taxes.
o Availability of accommodations or transportation.
Note: Customers will be notified in advance of any price changes, and adjustments will not
exceed 10% of the original quoted price after booking confirmation.
Discounts and Promotions
 Early Bird Discounts:
o Up to 10% off for bookings made at least 90 days in advance.
 Group Discounts:
o Discounts of 5-15% for group bookings of 5 or more travelers.
 Seasonal Promotions:
o Limited-time discounts during special events or holidays.
Child and Senior Pricing
Children:
o Children aged 2–11 years are eligible for discounted rates (typically 25-50%
off) when sharing accommodations with adults.
o Infants (under 2 years) may travel free or at a nominal fee, depending on the
package.
 Seniors:
o Travelers aged 60+ may qualify for 5% off on selected packages.
Customization and Add-Ons
 Customized itineraries are priced based on individual requirements.
 Optional activities, additional services, or premium upgrades are charged separately.
Price Validity
 All quoted prices are valid for 30 days from the date of the quote unless specified
otherwise.
 Prices are locked once full payment is received.
Hidden Fees Policy
 The company follows a no hidden fees policy, ensuring all charges are disclosed
upfront.
 Additional costs (if applicable) will be clearly communicated before booking
confirmation.
Payment and Refund Conditions
Refer to the company’s Payment Terms and Cancellation & Refund Policy for
more details on deposits, balances, and refunds.
EXPENSE POLICY FOR GUIDES AND STAFF OF NTEMI TOURS AND TRAVEL LTD
General Principles
 The company is committed to reimbursing all reasonable and necessary expenses
incurred by guides and staff while on duty.
 All claims must be supported by valid receipts or documentation and adhere to the
company’s expense guidelines.
Covered Expenses
The following expenses are covered for guides and staff while conducting official company
duties:
Transportation
Local Transportation:
o Reimbursement for public transportation (buses, trains) or fuel costs for
personal vehicles used for company purposes.
o Fuel reimbursement is based on mileage and capped at [ currency per
km/mile].
 Long-Distance Travel:
o Company-arranged tickets for flights, trains, or buses for official assignments.
o Additional baggage fees for equipment or materials required for tours are
reimbursable.
Accommodation
 Guides and staff are entitled to accommodation arranged and paid for by the
company.
 If accommodations are self-booked, they must stay within the approved budget of
[currency per night].
Meals and Per Diem
 A daily meal allowance (per diem) of [X currency] will be provided, or
reimbursement will be made for actual meal expenses with receipts.
Alcoholic beverages and excessive meal costs are not reimbursable.
Communication Expenses
 Costs for mobile phone usage (calls, texts, or data) directly related to work purposes
will be reimbursed.
 A monthly stipend for communication may be provided for frequent travel
assignments.
Miscellaneous Expenses
 Entrance fees, permits, or tickets for attractions required during guided tours will be
covered.
 Tips or gratuities provided to third-party service providers (e.g., drivers, porters) are
reimbursable within reason.
Non-Reimbursable Expenses
The following expenses are not covered:
 Personal expenses (e.g., souvenirs, personal toiletries, or non-work-related
activities).
 Fines or penalties incurred due to personal negligence (e.g., traffic violations).
Alcoholic beverages, entertainment, or other discretionary costs.
Expense Reporting
All expense claims must be submitted within 7 days of completing the assignment.
 Expense reports must include:
o A detailed list of expenses.
o Original receipts or proof of payment.
o Purpose of each expense.
 Claims without proper documentation may be rejected or require further justification.
Advance Payments
 For long-distance assignments, staff may request an advance to cover expected
expenses.
 Advances must be reconciled within 7 days of completing the trip. Any unspent
funds must be returned.
Approval and Oversight
All expenses must be pre-approved by a manager or supervisor if exceeding standard
limits.
 Managers are responsible for ensuring expenses are reasonable and in line with
company policy.
Regular Review
The expense policy is subject to periodic review to ensure it meets industry standards
and company objectives.
TRAVEL INSURANCE POLICY OF NTEMI TOURS AND TRAVEL LTD
Purpose of Travel Insurance
Travel insurance ensures that travelers are protected against unforeseen events such as trip
cancellations, medical emergencies, or loss of belongings. The company encourages all
customers to have valid travel insurance for peace of mind while traveling.
Coverage Options
The company partners with trusted insurance providers to offer comprehensive travel
insurance packages. Coverage typically includes:
a) Trip Cancellations or Interruptions
 Reimbursement for non-refundable costs if the trip is canceled or interrupted due to:
o Illness, injury, or death of the insured or an immediate family member.
o Natural disasters or severe weather conditions affecting travel.
o Airline or tour operator cancellations.
b) Medical Emergencies
 Coverage for medical expenses incurred during the trip, including:
o Emergency medical treatment and hospital stays.
o Medical evacuation or repatriation if necessary.
c) Baggage and Personal Belongings
 Compensation for lost, stolen, or damaged luggage and personal items.
 Coverage for delayed baggage (e.g., purchasing essential items while waiting for
luggage).
d) Travel Delays
 Compensation for additional expenses due to delayed flights, trains, or buses.
e) Accidental Death or Disability
 Benefits paid to the insured or their family in case of accidental death or permanent
disability during the trip.
f) Adventure Activities (optional add-on)
 Coverage for injuries or damages incurred while participating in high-risk activities
like scuba diving, hiking, or skiing (if included in the itinerary).
Requirements for Travelers
 All customers are required to provide proof of valid travel insurance before departure.
 Customers who opt to purchase insurance through the company must do so at least
7 days before the travel date.
4. Claims Process
 In the event of a claim, customers must:
o Notify the insurance provider immediately using the emergency contact
provided.
o Submit required documentation, including receipts, medical reports, or police
reports (if applicable).
 The company will assist customers with the claims process by providing necessary
travel documents or itineraries as proof.
5. Liability Disclaimer
 The company is not liable for any claims rejected by the insurance provider due to:
o Non-compliance with the policy terms and conditions.
o Failure to report incidents within the specified timeframe.
The company does not directly cover any risks unless explicitly included in the tour
package.
6. Optional Insurance Packages
The company offers additional coverage packages tailored to specific needs:
 Family Travel Insurance: Coverage for all family members traveling together.
 Business Travel Insurance: Extended coverage for corporate travelers, including
missed meetings.
 Frequent Traveler Insurance: Annual policies for customers who travel often.
7. Cost of Travel Insurance
Insurance costs vary based on factors such as:
o Destination and duration of the trip.
o Type of coverage selected (basic or premium).
o Age and health condition of the traveler.
Customers will be provided with a detailed quote when booking their trip.
8. Insurance Provider Partnerships
 The company partners with reputable insurance providers known for efficient claims
processing and global coverage.
 Customers may also use their preferred insurance providers if they meet the trip
requirements.
Refund Eligibility of Ntemi Tours and Travel Ltd
Refunds will be issued under the following circumstances:
Cancellation of bookings as per the Cancellation and Refund Policy (e.g.,
cancellations made within the allowable time frame).
 Overpayment or duplicate payments.
 Errors in booking caused by the company (e.g., incorrect charges or reservations).
 Cancellation or rescheduling of a tour by the company.
2. Refund Process
a) Submission of Refund Request:
Customers must submit a refund request via email, phone, or an online refund form
within 7 days of the cancellation or issue.
 The request must include:
o Booking reference number.
o Proof of payment.
o Reason for the refund request.
b) Processing Time:
 Refund requests are processed within 14 business days of submission.
 Customers will receive an email confirmation once the refund has been processed.
c) Refund Method:
 Refunds are credited back to the original payment method used for the booking
(e.g., credit card, bank transfer, or mobile payment).
 If the original payment method is unavailable, an alternative method (e.g., check or
company credit) will be discussed with the customer.
d) Non-Refundable Charges:
 Certain charges, such as booking deposits or third-party fees (e.g., visas or
insurance), may not be refundable unless specified otherwise.
3. Issuance of Customer Credit
a) Credit Option:
 For cancellations or rescheduling requests, customers may opt to receive travel credit
instead of a refund.
 Travel credit will be equal to the refundable amount and can be applied to future
bookings.
b) Validity Period:
 Travel credits are valid for 12 months from the date of issuance.
 Extensions may be granted under special circumstances with prior approval.
c) Non-Transferable:
Travel credits are non-transferable and can only be used by the original customer or
the group linked to the original booking.
d) Usage:
 Customers can redeem credits for any tour, package, or add-on service offered by
the company, subject to availability.
4. Dispute Resolution
 In the event of a dispute regarding the refund amount or processing time, the
customer may escalate the issue to a senior manager.
 The company will aim to resolve disputes within 7 business days.
5. Exceptions to Refunds
Refunds will not be issued in the following cases:
 Failure to comply with the company’s cancellation deadlines.
 No-shows or last-minute cancellations (as defined in the cancellation policy).
 Personal reasons for non-participation that are not covered by travel insurance.
6. Customer Communication
 The company ensures clear communication regarding refunds and credits, including:
o Refund policies outlined at the time of booking.
o Regular updates on the status of refund requests.
o Transparent terms for the use of customer credits.
Accountability and Auditing Policy for Ntemi Tours and Travel Ltd
1. Purpose
This policy ensures financial transparency, operational accountability, and compliance with
legal and regulatory requirements to safeguard the company’s integrity and build customer
trust.
2. Accountability Structure
a) Roles and Responsibilities
 Management:
o Oversee financial, operational, and compliance activities.
o Approve budgets, financial reports, and significant expenditures.
 Finance Department:
o Maintain accurate records of income, expenses, and taxes.
o Ensure timely payments and invoicing.
o Prepare financial statements for auditing purposes.
 Employees and Guides:
o Adhere to financial policies, including expense reporting and use of company
funds.
o Maintain ethical conduct and transparency in operations.
 Auditors:
o Conduct independent reviews of financial and operational practices to ensure
compliance and accuracy.
3. Internal Accountability Measures
a) Financial Record Keeping
 All transactions must be recorded promptly in the company’s accounting system.
 Records must be accurate, complete, and backed by supporting documentation (e.g.,
receipts, invoices, contracts).
b) Budget Management
Annual budgets are developed and reviewed quarterly to ensure adherence to
financial goals.
 Departmental managers are responsible for staying within their allocated budgets.
c) Expense Controls
 All expenses, including employee reimbursements, must be pre-approved and align
with the company’s financial policies.
 Monthly expense reports must be submitted by department heads for review.
d) Conflict of Interest
 Employees must disclose any conflicts of interest (e.g., partnerships with vendors or
suppliers) to avoid unethical practices.
4. Auditing Practices
a) Internal Audits
 Conducted quarterly to review:
o Financial records (e.g., revenue, expenses, and profits).
o Operational efficiency and compliance with company policies.
o Employee adherence to financial and operational guidelines.
b) External Audits
 Conducted annually by an independent auditing firm to verify:
o Financial statements and tax filings.
o Compliance with local and international travel industry regulations.
 External audit findings will be presented to management and key stakeholders.
c) Spot Checks
Periodic, unannounced checks on financial and operational processes to identify
potential discrepancies.
5. Fraud Prevention and Detection
a) Controls Against Fraud
Dual approval required for significant transactions (e.g., payments over a certain
threshold).
 Segregation of duties to prevent one person from handling all aspects of a financial
transaction (e.g., initiation, approval, and reconciliation).
b) Reporting Fraud
 Employees and stakeholders are encouraged to report suspected fraud or unethical
practices via a confidential reporting system.
 Investigations will be conducted promptly and transparently, with disciplinary action
taken if necessary.
6. Compliance with Laws and Regulations
The company ensures compliance with all applicable tax, labor, and travel industry
regulations.
 Regular training is provided to employees to stay updated on relevant laws and
standards.
7. Reporting and Transparency
a) Financial Reporting
Monthly and annual financial reports will be prepared and reviewed by management.
 Key performance indicators (KPIs) will be tracked to monitor business health.
b) Stakeholder Communication
 Key stakeholders, including investors and partners, will receive regular updates on
financial performance and operational progress.
8. Review and Updates
This accountability and auditing policy will be reviewed annually to ensure it aligns
with evolving business needs, industry standards, and regulatory requirements.
Dispute Resolution Policy for Ntemi Tours and Travel Ltd
1. Purpose
This policy establishes a clear and structured process to handle disputes between the
company and its customers, employees, or third-party partners, ensuring fairness,
transparency, and timely resolution.
2. Scope
This policy applies to:
 Disputes with customers regarding bookings, payments, refunds, cancellations, or
services provided.
 Conflicts with employees or contractors, including guides and drivers, related to
employment terms, performance, or operational issues.
 Disputes with third-party suppliers, vendors, or partners regarding contractual
obligations or service delivery.
3. Guiding Principles
 Fairness: All parties involved will be treated with impartiality and respect.
 Transparency: The dispute resolution process will be open and clearly
communicated.
 Efficiency: Disputes will be resolved promptly to minimize inconvenience to all
parties.
Confidentiality: Information shared during the resolution process will remain
confidential.
Dispute Resolution Process
Step 1: Initial Complaint Submission
 Complaints must be submitted in writing via email, the company website, or a
physical letter.
 The complaint should include:
o Full name and contact information of the complainant.
o Booking reference or contract details (if applicable).
o Detailed description of the issue, including dates, times, and supporting
documents (e.g., receipts, itineraries).
Step 2: Acknowledgment of Complaint
 The company will acknowledge receipt of the complaint within 2 business days.
A case reference number will be assigned, and the complainant will be informed of
the next steps.
Step 3: Investigation
 The company will investigate the dispute by:
o Reviewing all relevant documents and records.
o Speaking with involved parties (e.g., employees, partners, or other
customers).
Investigations will be completed within 7 business days unless the issue requires
further escalation.
Step 4: Proposed Resolution
 The company will propose a resolution to the complainant based on the findings.
 Potential resolutions may include:
o Refunds or compensation for customers.
o Corrective actions for employees or partners.
o Contract amendments or service adjustments for third parties.
Step 5: Appeal Process
 If the complainant is dissatisfied with the proposed resolution, they may request an
appeal within 5 business days.
 The appeal will be reviewed by senior management or an independent panel, and a
final decision will be communicated within 7 business days.
5. Alternative Dispute Resolution (ADR)
 If a resolution cannot be reached internally, the company may engage in ADR
methods, such as:
o Mediation: A neutral third party facilitates discussions to help both sides
reach an agreement.
o Arbitration: A neutral arbitrator reviews the dispute and issues a binding
decision.
 ADR costs may be shared or covered by the company, depending on the situation.
6. Legal Action
 If ADR fails, disputes may proceed to legal action as a last resort.
Legal proceedings will be governed by the laws and jurisdiction specified in the
company’s terms and conditions.
7. Communication and Updates
 The company will keep the complainant informed at every stage of the dispute
resolution process.
 Updates will be provided via email or phone, depending on the complainant’s
preferred method of communication.
8. Record Keeping
 All disputes and resolutions will be documented and stored in the company’s records
for a minimum of 3 years.
 Records will include:
o Complaint details.
o Investigation findings.
o Final resolution and communication logs.
9. Continuous Improvement
 The company will regularly review and analyze disputes to identify trends and
improve services, policies, or training for employees.
 Feedback from resolved disputes will be used to enhance customer satisfaction and
operational efficiency.