At Deneb, your privacy is important to us.
1. Personal Data
1.2. Examples of the Personal Data which you may provide to us include (depending on the nature of your interaction with us) your name, NRIC, passport or other identification number, telephone number(s), mailing address, email address, financial information (such as credit/debit card numbers), demographic information such as post code, preferences and interests and any other information relating to any individuals which you have provided us in any forms you may have submitted to us, or via other forms of interaction with you.
2. Collection of Personal Data
2.1. Generally, we collect Personal Data in the following ways:
(a) when you submit data via the DENEB Platform, such as when you subscribe for our mailing list or when you sign for any of our services (including any events) via the DENEB Platform;
(b) when you submit any form, including but not limited to client inquiry forms or other forms relating to any of our products and services;
(c) when you interact with our staff;
(d) when you request that we contact you or request that you be included in an email or other mailing list;
(e) when you respond to our promotions, initiatives or to any request for additional Personal Data;
(f) when your images are captured by us via CCTV cameras while you are within our premises, or via photographs or videos taken by us or our representatives when you attend our events or go on our journeys;
(g) when you are contacted by, and respond to, our marketing representatives and travel consultants;
(h) when we seek information about you and receive your Personal Data in connection with your relationship with us, including for our products and services; and/or
(i) when you submit your Personal Data to us for any other reasons.
2.2. If you provide us with any Personal Data relating to a third party (e.g. information of your emergency contact, spouse or children etc), by submitting such information to us, you warrant and represent to us that you have obtained the consent of the third party to provide us with their Personal Data for the respective purposes.
2.3. You should ensure that all Personal Data submitted to us is complete, accurate, true and correct. Failure on your part to do so may result in our inability to provide you with the products and services you have requested, or delays in providing you with products and services you have requested, or processing your journeys or requests.
3. Purposes for the Collection, Use and Disclosure of Your Personal Data
3.1. Generally, Deneb collects, uses and discloses your Personal Data for the following purposes (where applicable):
(a) internal record keeping;
(b) transmission by email of promotional materials that may be of interest to you;
(c) processing payment;
(d) facilitating and processing membership applications and matters related thereto;
(e) responding to, processing and handling your queries, feedback, complaints and requests;
(f) verifying your identity;
(g) preventing, detecting and investigating crime and analysing and managing commercial risks;
(h) managing the safety and security of our premises and services (including but not limited to carrying out CCTV surveillance and conducting security clearances);
(i) monitoring or recording phone calls and customer-facing interactions for quality assurance, employee training and performance evaluation and identity verification purposes;
(j) such purposes in connection with the planning of your journey, including all transactions entered into in connection with your journey;
(k) recording, monitoring and processing your journeys;
(l) for all forms of communication, such as to confirm and update the status of your journey, and responding to, processing and handling your queries, feedback, complaints and requests;
(m) conducting market research and statistical analysis;
(n) protecting the DENEB Platform against possible errors, frauds and other criminal activities;
(o) verifying and executing all financial transactions in relation to payments made for online purchases from the DENEB Platform, if applicable;
(p) conducting research or performing statistical analysis of your purchasing behaviour and interest to enable Deneb to better serve you;
(q) matching any Personal Data held which relates to you for any of the purposes listed herein;
(r) in connection with any claims, actions or proceedings (including but not limited to drafting and reviewing documents, transaction documentation, obtaining legal advice, and facilitating dispute resolution), and/or protecting and enforcing our contractual and legal rights and obligations;
(s) conducting any form of investigations including but not related to those relating to disputes, billing, fraud, offences, prosecutions etc;
(t) managing and planning the administrative and business operations of Deneb and complying with internal policies and procedures;
(u) facilitating business asset transactions (which may extend to any mergers, acquisitions or asset sales);
(v) meeting or complying with any applicable rules, laws, regulations, codes of practice or guidelines issued by any legal or regulatory bodies (including but not limited to responding to complaints and conducting audit checks, due diligence and investigations);
(w) enforcing any legal proceedings that Deneb may have against you; and/or
(x) purposes which are reasonably related to the aforesaid.
3.3. Where permitted under applicable law, Deneb may also collect, use and disclose your Personal Data in order to update you of Deneb’ journeys, promotions, offers, surveys, events, products and services, and purposes which are reasonably related to the aforesaid.
3.4. In relation to particular products and services or in your interactions with us, we may also from time to time notify you of other purposes for which we collect, use or disclose your Personal Data. If so, we will collect, use and disclose your Personal Data for these additional purposes as well, unless we have specifically notified you otherwise.
4. Disclosure of Personal Data
4.1. Deneb will take reasonable steps to protect your Personal Data against unauthorised disclosure. Subject to the provisions of any applicable law, your Personal Data may be disclosed for the purposes listed above (where applicable) to the following entities or parties, whether they are located overseas or in Singapore:
(a) Deneb’ related corporations and affiliates;
(b) agents, contractors, sub-contractors or third party service providers who provide operational services to Deneb, such as trip suppliers (including but not limited to suppliers of the services of air travel, hotels and lodging, trekking, mountaineering, guiding, travel bookings, photography, travel co-ordination, camping, horse-riding, camel-riding, rafting, water sports, transport and any other activity-based services), courier services, telecommunications, information technology, payment, printing, billing, processing, technical services, transportation, training, market research, call centre, security, or other services to Deneb;
(c) vendors or third party service providers and our marketing and business partners in connection with marketing promotions, trip products and services;
(d) any business partner, investor, assignee or transferee (actual or prospective) to facilitate business asset transactions (which may extend to any merger, acquisition or asset sale);
(e) external banks, credit card companies, other financial institutions and their respective service providers;
(f) our professional advisers such as consultants, auditors and lawyers;
(g) relevant government ministries, regulators, statutory boards or authorities or law enforcement agencies to comply with any laws, rules, guidelines and regulations or schemes imposed by any governmental authority; and/or
(h) any other party to whom you authorise us to disclose your Personal Data.
5. Confidentiality of Personal Data
5.2. Any questions, comments, suggestions or information (other than Personal Data) sent or posted to the DENEB Platform by you will be deemed voluntarily provided to Deneb on a non-confidential and non-proprietary basis. Deneb may use, reproduce, disclose, transmit, publish, broadcast or post elsewhere such information in connection with the development, manufacture and marketing of the products and services.
5.3. Deneb is not responsible for the privacy practices or policies of other websites accessible via the DENEB Platform. By activating a link (eg, by clicking on the banner of an advertiser or pop-out by other third parties), you will leave the DENEB Platform and Deneb does not have control over any Personal Data or any other information you give to any other person or entity.
6. Collection of Computer Data through the DENEB Platform
Such information is collected for analysis and evaluation in order to help Deneb improve the DENEB Platform, and the products and services it provides and you consent to the same.
6.2. The DENEB Platform may pass a “cookie” (a string of information that is sent by a website to reside in your computer’s hard drive and/or temporarily in your computer’s memory). The purpose of a cookie is to tell the web server that you have returned to a particular page, to retain log-in information or to remember preferences and enhance your experience on the DENEB Platform. Deneb may allow third parties to set cookies through the DENEB Platform in order to help Deneb manage and analyse the performance of the DENEB Platform. You may set your browser to decline cookies. If you do so, you may not be able to fully experience some interactive features of the DENEB Platform.
7. Personal Data Security
7.1. Personal data collected by Deneb will be securely stored and disposed when no longer required by Deneb for business or legal purposes.
8. Contact Us
8.1. If you wish to withdraw your consent to Deneb’ use of your Personal Data, request to access or correct your Personal Data, have any queries, comments or concerns, or require any other assistance, kindly contact Deneb’ designated Data Protection Officer at: firstname.lastname@example.org.
8.2. Please be aware that once we receive confirmation that you wish to withdraw your consent for marketing or promotional materials/communication, it may take up to 30 calendar days for your withdrawal to be reflected in our systems. Therefore, you may still receive marketing or promotional materials/communication during this period of time.
9. Governing Law
The following booking terms and conditions (“Terms and Conditions“) form the basis of your contract with Atelier Deneb Pte. Ltd. (operating under the names “Deneb” or “Deneb Stories”), a private limited company incorporated under the laws of Singapore with registration number 201932058N and whose registered office is at 68 Circular Road, #02-01, Singapore 049422 (“Company” or “DENEB“). Please read them carefully as they set out our respective rights and obligations. In these Terms and Conditions, “you”, “your” and “client” mean the lead name on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” mean Atelier Deneb Pte. Ltd.
Price quotes and payment are usually denominated in United States Dollars (USD) and Japanese Yen (JPY), as may be applicable or otherwise stated.
Passport, Visas and Health
The client is personally responsible for ensuring that he/she has a valid passport (with at least 6 months validity beyond the date of your return), the relevant visa(s), inoculation certificates and other necessary travel documents as may be required and conforms to the health regulations required for entry into the corresponding destination. DENEB shall not be responsible in the event the client is refused entry into the destination for his/her failure to produce the necessary passport, visa and/or medical documentation (as may be required).
It is also your responsibility to check in for your flights by the correct time and to be in the right place at the right time for ground travel arrangements. We do not accept liabilities if you fail to do so and no credits or refunds will be given for lost or mislaid air tickets or other travel documents.
Deposit and Full Payment
A deposit of 20% of the total quoted amount for the relevant journey is required upon confirmation in order to secure the booking. For certain arrangements, the suppliers concerned may require full payment prior to the due date of your remaining balance. If this applies to your booking, we may request an additional deposit payment after your booking is confirmed.
The remaining balance must be received by us at least 30 days prior to the commencement of your trip or at the time of booking if less than 30 days prior to departure.
Please note that whilst all prices are quoted in USD or JPY, the booking with our ground suppliers is denominated in their local currency. If the currency rate fluctuates either way more than 2% based on exchange rates quoted on XE Currency Converter, we are entitled to amend the trip prices accordingly.
Payment details will be furnished separately in the corresponding invoice.
We reserve the right to alter the prices of any of our trips. You will be advised of the current price of the trip that you wish to book before your contract is confirmed.
The trip price is based on costs known at the date of booking and on relevant rates as that date, it is subject to variation only to reflect subsequent increases in transportation costs (including fuel and airfares), dues, taxes (including VAT), and fees chargeable for services or adverse exchange rate variations. We will notify you accordingly and reserve the right to charge you that extra amount only if the amount of any increase in our costs exceeds 2% of the total cost of your journey. If the surcharge is greater than 10% of your total journey costs, you reserve the right to cancel your journey within 14 days of us notifying you of the surcharges, after which we reserve the right to add a surcharge over the 10% of the total journey price.
Alterations and Cancellations by Client
a) If you wish to make alterations to the dates or other details of your booking with us after the booking has been confirmed, DENEB will try to meet such written request but cannot guarantee the same. Such changes must be notified to us by the lead client in writing and we reserve the right to charge you 2% of the total trip booking for such changes. If we can make the requested changes you will be provided with a quote detailing any additional costs incurred by ourselves and any costs imposed by our suppliers.
b) All cancellations must be advised to us in writing and shall be deemed accepted from the date our written confirmation is received. As we incur costs from the time of your booking, the following cancellation charges will be payable. We will not refund to you any deposits, administrative fees or alterations fees.
It is the client’s responsibility to take out travel insurance that covers any possible cancellation of a booking. We cannot guarantee any flight refunds.
Cancellation charges apply as a percentage of the total journey price, as follows:
Cancellation Date (prior to departure)
Over 30 days
14 to 30 days
50% of Total Amount
Fewer than 14 days
100% of Total Amount
*In the event that the cancellation charges of the suppliers we use are more than ours, then the suppliers’ cancellation terms will apply.
Any amount to be refunded to the client will be effected within 30 days from the date the written confirmation is received and accepted, net of any applicable bank charges.
We cannot give any allowance or refund for meals, accommodation, transport or other pre-paid services, not taken when these are included in the trip price nor once the trip has started can we give any refunds for cancelling part of the trip.
c) If a traveller is unable to take the journey, such traveller may transfer his place to someone else so long as our suppliers accept the transfer of names and the replacement traveller signs the relevant booking documentation. All costs incurred by us and any of our suppliers, an amendment fee of US$500, and any overdue balance payment must be paid before any such transfer is effective.
In the event that the client fails to show up for a trip, we reserve the right to retain the full amount paid.
Trip Alteration and/or Cancellation by DENEB
DENEB is a professional and responsible boutique travel company with a commitment to a high standard of quality and service.
We will do our utmost to adhere to the trip arrangements that have been confirmed, but we retain the absolute right to modify any trip, flight schedule, accommodation or arrangement at no additional cost to DENEB.
In the event that a trip is cancelled due to circumstances beyond DENEB’s control, including, but not limited to, force majeure events, DENEB will strive to arrange for an alternative trip for the client’s consideration, to the extent possible.
If DENEB is unable to arrange for an alternative trip, or such alternative trip is declined by the client, DENEB will refund the amount paid by the client, less any expenses that were mandatory and necessary to confirm the initial and alternative trip. Such expenses include, but are not limited to, wages for guides, drivers, cooks, porters, admission fees, bank charges etc, where applicable.
Any amount to be refunded to the client will be effected within 30 days from the date (i) the cancellation of the initial trip is confirmed or (ii) the client declines to undertake the alternative trip, whichever is later, net of any applicable bank charges.
Baggage and Personal Effects
These remain the client’s responsibility and risk at all times.
DENEB is not responsible or liable for any delay, loss or damage to baggage and personal property.
Assumption of Risk
The client acknowledges that the nature of trips organised by DENEB involves an element of personal risk and could expose the client to potential hazards associated with adventure travel.
The client agrees to undertake all trips organised by DENEB at his/her own risk and at his/her voluntary participation. The client hereby releases DENEB from all claims and causes of action arising from any damages, injuries or death result from these risks inherent in travel, and participating in adventurous activities organised by DENEB.
The client shall furnish a duly executed waiver and release statement in the form provided to the client.
Physical Disabilities and Medical Conditions
Clients requiring special facilities, services or accommodation must disclose such needs to DENEB at the time of booking or after booking (if such medical condition or disability develops after booking). Wheelchair-accessible transportation and accommodation may be requested, but cannot be guaranteed. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. Available accommodation standards vary by hotel and are not within the control of DENEB.
If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline their reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when we become aware of these details.
Trip Authority and Client’s Responsibility
At all times during the trip, the decisions of DENEB’s appointed guide or any other designated representative shall be final on all matters regarding the safety and well-being of clients as well as the operational requirements of the trip. By travelling with DENEB, the client agrees to abide by the authority of the appointed guide or designated representative of DENEB. The client shall at all times strictly comply with all applicable laws and regulations of all areas visited during the trip.
If the client is affected by any condition, medical or otherwise, that might affect the client’s ability to travel or participate in the trip’s activities, the client’s enjoyment (or the enjoyment of other clients) of the trip, DENEB’s appointed guide or any other designated representative shall have the absolute right and responsibility to demand and arrange for the immediate evacuation of the relevant client from the trip, with or without the client’s consent. In the event of such evacuation, all additional costs arising from such evacuation shall be borne solely by the client, with no right of any refund from DENEB.
Should the client fail to comply with the above or commit any illegal act during the course of the trip or if, in the opinion of DENEB’s appointed guide or any other designated representative, the client’s behavior is causing or is likely to cause danger, distress or material annoyance to others, DENEB retains the sole discretion to terminate such client’s travel arrangements on any trip immediately without any liability on DENEB’s part and without prejudice to any rights DENEB may have under law or equity. The client shall not be entitled to any refund for unused or missed services or costs incurred by the client resulting from such termination of travel arrangements, including, without limitation, return travel, accommodation, meals and/or incidentals.
The client agrees that he/she is responsible for any costs incurred by DENEB, its partners, agents and suppliers, as a result of any damage, destruction, theft, or excess cleaning fees incurred in relation to the client’s accommodation, transport or use of community facilities or equipment owned by DENEB during the course of the trip. The client agrees to report any pre-existing damage of any nature to DENEB, its partners, agents and/or suppliers of the relevant accommodation, transportation service or community facility/equipment (as appropriate) as soon as possible upon discovery by the client.
The client agrees to take all prudent measures in relation to his/her own safety while on any trip, including, but not limited to, the proper use of safety devices such as seatbelts, harnesses, and helmets, and obeying all posted signs and warnings and instructions from the appointed guide or designated representative in relation to the client’s health and safety. DENEB shall not be liable for any failure on the client’s part to comply with this paragraph.
The client acknowledges that it is the requirements and standards of the country in which any services which make up your journey are provided which apply to those services and not those of his home country. The client acknowledges that these requirements and standards will not be the same as his home country and may often be lower. For example, safety belts cannot be guaranteed in all vehicles provided or international standard riding gear for horse-trekking journeys during the trip.
DENEB shall not be liable for any damage, loss, costs (including legal costs), charges, expenses, actions, proceedings, claims and demands which the client or any other person may at any time sustain or suffer in connection with the non-performance by DENEB of its services in the event such non-performance is:
(i) as a result of fraud, wilful misconduct, wilful concealment or negligence on the part of the client;
(ii) attributable to an act or omission on the part of the client;
(iii) attributable to an act or omission on the part of a third party unconnected with the provision of the services contracted for;
(iv) due to unforeseen or unusual circumstances beyond DENEB’s control, the consequences of which could not have been avoided even if due care had been exercised;
(v) due to any political disputes, industrial action, climate or other matters of a similar nature and any other force majeure; or
(vi) due to any other event which DENEB, having acted with due care could not foresee or avoid.
DENEB shall not be liable in respect of any claim which is made following the expiration of 6 months from the date of acceptance of these Terms and Conditions. The client agrees that any liability incurred by DENEB shall not exceed the full price paid for the trip. In all cases, DENEB specifically excludes all liability for indirect or consequential loss or expense, including loss of profits.
DENEB’s accepts responsibility for its suppliers and local representatives, provided that such suppliers and representatives have acted at all times within DENEB’s authority and in accordance with DENEB’s instructions. DENEB does not accept responsibility for: travel by air, sea and rail and the provision of accommodation, to which the terms of the relevant travel provider shall apply; or (ii) holidays, activities or other bookings or arrangements made directly with DENEB’s suppliers, local representatives or any other third parties.
The client acknowledges that it is mandatory that he/she obtains personal travel insurance with sufficient medical, evacuation and repatriation coverage, covering all applicable dates of travel with DENEB. The client accepts full responsibility for taking out insurance up to the relevant limits that the client may require. The client shall ensure that the travel insurance taken out adequately covers, amongst other things and where applicable, personal accident/injury, medical expenses, air ambulance, adventure travel, mountaineering (up to an altitude of 6000m), loss of personal effects, repatriation costs and all other expenses which might arise in connection with the trip.
In addition, it is the client’s sole responsibility to ensure that he/she is covered by a comprehensive travel insurance which will duly reimburse him/her in the unfortunate event that he/she is unable to make the trip due to unforeseen circumstances including, but not limited to, flight delays, flight cancellations, medical reasons or other force majeure events.
The client shall be responsible for ensuring that his/her insurer is aware of the type of travel and the nature of the activities which will be undertaken.
In the event that any term or condition contained herein is unenforceable or void by operation of law or as being against public policy or for any other reason then such term or condition shall be deemed to be severed from these Terms and Conditions or amended accordingly only to such extent necessary to allow all remaining terms and conditions hereof to survive and continue as binding. If any provision of these Terms and Conditions is found to be so broad as to be unenforceable, such provision shall be interpreted to be only so broad as is enforceable. The invalidity or unenforceability of any provision hereof shall in no way affect the validity or enforceability of any other provision.
These Terms and Conditions shall be governed and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict of law provisions. Any disputes in relation to these Terms and Conditions shall be submitted to the exclusive jurisdiction of the courts of the Republic of Singapore.
Changes to Terms and Conditions
The terms and conditions which apply to your journey are those as featured on your booking documentation at the time of booking and this website, and any other terms notified to you in writing before departure. We reserve the right to update these Terms and Conditions from time to time. Any such updates shall take effect immediately upon posting on our website.
IATA TIDS Number: 96616391
Singapore travel agent license: TA03346
Japan travel agent license: 3-1170