Last updated: August 2026
By accessing and using the services of De-Genesis Travel and Tours Ltd ("we", "us", or "our"), you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you must not use our services, website, or client portal.
De-Genesis Travel and Tours Ltd is a premium immigration and travel concierge firm offering electronic travel authorization (eTA) and e-Visa processing, Ghana eVisa processing, Dubai/UAE visa processing, visitor and tourist visa processing, work permit assistance, study abroad programs, Christian pilgrimage tours, migration support services, and a full-service travel booking engine covering flights, hotels, transfers, activities, car rentals, travel insurance, international eSIM data plans, and itinerary planning. We also operate a B2B travel agent portal, a corporate travel portal, and a loyalty and referral rewards program. We provide advisory and facilitation services — we are not a government agency and do not guarantee the outcome of any visa, permit, or application.
Clients must provide accurate, truthful, and complete information and documentation when engaging our services. You are responsible for ensuring that all documents (passports, academic certificates, financial statements, vaccination certificates, etc.) are valid, authentic, and current. Providing false or misleading information may result in termination of services without refund and may have legal consequences. You are also responsible for maintaining the confidentiality of your client portal account credentials and for all activity that occurs under your account.
A consultation fee of GHS 500 (approximately $40 USD) is charged for initial consultations. This fee is payable via Stripe, Revolut Pay, Paystack, MTN Mobile Money (Number: 0530507766, Merchant ID: 638372), or bank transfer to our Stanbic Bank Ghana account (Account No: 9040011943823). The consultation fee covers advisory services only and is separate from any government or institutional application fees. Payment must be completed before or at the time of the consultation.
Additional service fees for specific applications (eTA/e-Visa, work permits, study abroad, Ghana eVisa, Dubai visas, visitor visas, pilgrimage tours, eSIM plans, and travel bookings) will be communicated and agreed upon before work commences. All fees must be paid in full unless a payment plan is agreed in writing. Government application fees, embassy fees, translation fees, and courier charges are the responsibility of the client and are not included in our service fees unless explicitly stated. Accepted payment methods include Stripe, Revolut Pay, Paystack, MTN Mobile Money, and bank transfer. Self-service checkout (such as eSIM purchases) requires a successful verified payment before fulfillment.
Our eTA and e-Visa facilitation services cover eligible destinations offering electronic travel authorizations or electronic visas. We assist with form completion, document verification, and submission on your behalf. Approval is at the sole discretion of the issuing government. Eligibility, fees, processing times, and validity periods are determined by the destination country and may change without notice. We are not responsible for denials, delays, or changes in government policy. You must ensure your passport is valid for the required period and that you meet the eligibility criteria of the destination before applying.
International eSIM data plans offered through our platform are supplied by third-party connectivity providers. Plans, coverage, validity, and pricing are determined by the provider and are subject to change. Once an eSIM plan is purchased and the QR code or installation details are delivered to you, the plan is considered activated and is non-refundable except where the provider has failed to deliver a functioning product. We are not liable for device incompatibility, network coverage gaps, or provider service interruptions. Please confirm your device supports eSIM before purchase.
Our loyalty program rewards clients with points on eligible paid bookings and allows redemption of points for travel credit at rates we publish from time to time. Points have no cash value, are non-transferable, and may not be sold or bartered. Points and referral credits expire if your account is inactive for 12 consecutive months. Referral credits are awarded to the referrer only after the referred client completes their first eligible paid booking; pending referrals that do not result in a paid booking will not be rewarded. We reserve the right to modify point values, tier thresholds, redemption rates, or to suspend or terminate the loyalty program at any time, with reasonable notice. Abuse, fraud, or manipulation of the loyalty or referral system will result in forfeiture of all points and credits and may lead to account termination.
Registered travel agents and corporate accounts using our B2B portals are subject to separate approval and operate under a wholesale pricing and commission model. Agent accounts are reviewed and approved at our discretion; pending or rejected applications carry no obligation. Agents are assigned a tier that determines applicable markups and may maintain a prepaid wallet or approved credit limit. Agent wallet balances are non-interest-bearing and are held in USD. Bookings made on credit draw against the approved credit limit and become due per the agreed settlement terms. Corporates receive negotiated discounts and centralized invoicing subject to the terms agreed in the corporate service agreement. Both agents and corporates must ensure all traveler information is accurate and that their use of the portal complies with these Terms. We may suspend portal access for overdue balances, misuse, or breach of these Terms.
Please refer to our separate Refund Policy page for detailed information on eligibility for refunds. In summary, consultation fees are non-refundable once the consultation has been conducted. Service fees may be partially refundable depending on the stage of processing — see the Refund Policy for details. eSIM plans and delivered eTA/e-Visa authorizations are generally non-refundable.
Processing times for visas, eTA/e-Visa, work permits, and study applications are determined by the relevant government agencies, embassies, and educational institutions. We provide estimated timelines based on our experience, which are displayed in your client dashboard, but we cannot guarantee specific processing durations. Delays caused by third parties are beyond our control. You can track the status of your applications and view estimated timelines through the client portal at any time.
While we strive to provide the highest quality advisory services, the approval or rejection of any visa, eTA, e-Visa, work permit, study application, Ghana eVisa, Dubai visa, or immigration petition is at the sole discretion of the relevant government authority or institution. We do not guarantee any specific outcome, and our fees cover advisory and processing services, not the result of the application.
When uploading documents through the client portal, you are responsible for ensuring that all files are clear, legible, and complete. Documents that are illegible, incomplete, or incorrect may delay processing. We reserve the right to request resubmission of documents that do not meet quality or regulatory standards. All uploaded documents are subject to review by our team before submission to the relevant authorities.
We treat all client information as confidential and will not disclose it to unauthorized parties. However, we may share necessary information with embassies, consulates, educational institutions, licensed immigration lawyers, airline and hotel suppliers, eSIM providers, and financial partners as required to process your application or booking. We retain personal information and application documents for a minimum of five (5) years in accordance with statutory requirements, and for the duration necessary to fulfill the purposes set out in our Privacy Policy. Account data may be deleted upon request, subject to legal retention obligations. See our Privacy Policy for full details.
De-Genesis Travel and Tours Ltd shall not be liable for any indirect, incidental, or consequential damages arising from the use of our services. Our total liability shall not exceed the service fees paid by the client for the specific service in question. We are not liable for decisions made by government agencies or third-party institutions, nor for delays or disruptions caused by third-party service providers such as airlines, hotels, eSIM providers, or booking platforms.
For travel bookings including flights, hotels, transfers, activities, car rentals, eSIM plans, and travel insurance facilitated through our website, we act as an intermediary between you and the service provider. The terms and conditions of the respective providers apply to all bookings. We are not liable for cancellations, changes, or service disruptions caused by these providers. Clients are encouraged to review the terms of each provider before completing a booking.
Fares displayed in our booking engine are one way or round trip as indicated for each result. Fares include all fuel surcharges, taxes and fees, and our service fees. Displayed fares are subject to change and cannot be guaranteed at the time of booking. Prices are provided by third-party suppliers (airlines, hotels, transfer and activity operators) and may fluctuate based on availability, currency rates, and supplier pricing updates. The final fare payable is confirmed only at the time of booking confirmation.
We reserve the right to terminate services if a client breaches these Terms, provides false information, engages in fraudulent activity, or behaves inappropriately toward our staff. In such cases, fees paid may be forfeited at our discretion. Clients may also terminate services subject to the refund terms outlined in our Refund Policy.
These Terms and Conditions are governed by the laws of the Republic of Ghana. Any disputes shall be subject to the exclusive jurisdiction of the courts of Ghana.
We reserve the right to modify these Terms and Conditions at any time. Updated terms will be posted on this page with a revised date. Continued use of our services after changes constitutes acceptance of the updated terms.
The following guidelines explain how changes and cancellations are handled for flight tickets booked through De-Genesis Travel and Tours Ltd. All changes and cancellations are subject to the fare rules of the operating airline and to our Refund Policy.
How do I make changes to my flight after I have completed a booking?
If the booking has been completed but payment has not yet been made, changes can be made free of charge by rebooking the correct itinerary on the portal. Alternatively, you can contact us through any of our channels and a revised booking will be sent to you by email.
Can I make changes to my name after the ticket has been issued?
Subject to the airline's rules, name corrections can usually be made for a penalty fee; however, some airlines do not permit any name changes once a ticket has been issued.
Can I make changes to my ticket after it has been issued? (e.g. date, time, route)
Depending on the fare rule and the operating airline, you may be able to change the date, time, or route either free of charge or for a penalty fee.
How do I cancel my ticket?
You can cancel your ticket by contacting us through any of our channels with your booking details and the reason for cancellation, at least 72 hours before the scheduled departure.
I missed my flight and want to reschedule — do I have to pay for the change?
Rescheduling after a missed flight depends on the ticket's fare rules. If the operating airline applies a no-show fee, that fee will apply; otherwise the airline's standard change rules will be applied.
Can I transfer my flight ticket if I am unable to travel?
No, flight tickets are not transferable. Depending on the fare rules, the ticket may instead be eligible for a refund.
Can I make payments online for changes to my flight ticket or hotel voucher?
Yes. Contact us through any of our channels regarding the changes required, and we will send you an online payment link to complete the payment.
When should I arrive at the airport before departure?
Passengers should arrive at the airport at least 3 hours before international departures and at least 2 hours before domestic departures. Check-in counters typically close 45 to 60 minutes before departure, and late arrivals risk being denied boarding. Please confirm the exact check-in deadline with your airline, as times may vary by carrier and airport.
Flight bookings made through our booking engine are fulfilled via third-party distribution systems, including Duffel and Travelport. Selecting an offer and entering passenger details does not constitute a confirmed booking. A ticket is issued only after your payment has been received and verified. Until issuance, the selected fare and availability remain subject to change by the operating airline, and an offer may expire if not ticketed within its validity window. Provisional or held bookings do not guarantee a seat or the displayed fare. Once a ticket is issued, the booking is governed by the operating airline's conditions of carriage and the fare rules presented at checkout.
Baggage allowances vary by airline, fare type, route, cabin class, and frequent-flyer status. The carry-on and checked baggage allowances displayed at search reflect the best available information at that time but are not guaranteed; the operating airline's policy at check-in is final. Extra baggage prices shown in our booking flow include our service fee and commission on top of the airline's published rate. For oversized or sports equipment, or where an airline-specific rate is unavailable at search, the price is confirmed separately by our travel team and may differ from any estimate shown. Charges for excess, overweight, or oversized baggage collected at the airport by the airline are the passenger's responsibility and are not refundable through us.
Paid seat selection is offered where the airline supports live seat maps. Where a live seat map is not available, we capture your seat preference (window, aisle, extra legroom, etc.) and convey it to the airline, but final seat assignment remains subject to airline allocation, operational changes, equipment substitution, and security requirements. Other ancillary services — including meals, lounge access, priority boarding, and Wi-Fi — are supplied by the airline or its partners, charged upfront at checkout, and subject to availability. We are not liable for ancillary services that are modified, downgraded, unavailable, or removed by the airline due to operational decisions, and we are not obliged to refund ancillary charges that the airline declines to refund under its own policies.
Hotels, airport transfers, activities, tours, and car rentals booked through our platform are supplied by third-party operators (including Hotelbeds and other partners). We act as an intermediary. Room types, amenities, vehicle categories, inclusions, and availability are governed by the supplier's terms and may change after booking. Check-in and check-out times, cancellation cut-offs, and no-show policies are set by the supplier and will be communicated at booking; where they are not, you should confirm them directly. Vouchers or confirmation details issued by us must be presented to the supplier as required. We are not liable for service quality, overbooking, closure, or disruptions caused by the supplier.
Travel insurance products offered or facilitated through our platform are underwritten and administered by third-party insurers. Policy coverage, exclusions, claim procedures, and payouts are determined solely by the insurer and the policy wording. We assist with purchase facilitation only and do not assess suitability or guarantee claim outcomes. You should read the policy wording carefully before purchase to confirm it meets your needs. Claims, refunds, and coverage disputes must be directed to the insurer.
All booking totals are calculated in the currency displayed at checkout and may include supplier taxes, fees, and our service fees. Where a booking is processed in a currency different from your payment currency, your bank or card issuer may apply a conversion rate or foreign-transaction fee that is outside our control. Payments are processed through our payment partners (Stripe, Revolut, Paystack, MTN Mobile Money) or, for B2B accounts, by debit from an agent wallet or approved credit facility. A booking is not confirmed until payment is verified. Service fees and commissions charged by De-Genesis Travel and Tours Ltd are non-refundable except where required by law or where a supplier refund is passed through to you.
Airlines and other suppliers may change schedules, equipment, or itineraries, or cancel services, at any time. While we will use reasonable efforts to notify you of significant changes affecting your booking, the primary responsibility for notifying passengers lies with the operating carrier. Re-accommodation, compensation, and refunds for disruptions are governed by the supplier's policies and applicable regulations (such as EU Regulation 261/2004 where applicable). We assist with rebooking where possible but are not liable for the disruption itself or for the supplier's decisions.
We shall not be liable for any failure or delay in performing our obligations where the failure is caused by events beyond our reasonable control, including natural disasters, pandemics or epidemics, government travel bans or border closures, war, terrorism, civil unrest, airline or supplier insolvency, air traffic control strikes, or other force majeure events. In such circumstances, we will use reasonable efforts to assist you, but any refunds, rebookings, or alternative arrangements remain subject to supplier terms and availability.
To the fullest extent permitted by law, our liability arising from any travel booking (flight, hotel, transfer, activity, car rental, insurance, or eSIM) is limited to the service fee and commission portion we earned on that booking, and in no event exceeds the amount you paid to us for the specific booking giving rise to the claim. We are not liable for the acts, omissions, delays, cancellations, lost baggage, injuries, or service failures of airlines, hotels, transfer operators, activity providers, insurers, eSIM providers, or any other third-party supplier. We are not liable for indirect, incidental, special, or consequential damages, including loss of earnings, loss of enjoyment, or additional travel, accommodation, or rebooking costs. By booking through us, you acknowledge that the operating suppliers' own terms, conditions of carriage, and liability regimes apply to the services they provide, and that our role is limited to facilitation and booking agency services.
If you have questions about these Terms and Conditions, please contact us: De-Genesis Travel and Tours Ltd 463-4129, 14 Jen St, Lapaz-Accra, Ghana Phone: +233 30 397 8581 WhatsApp: +233 54 650 2348 Email: degenesis2016@gmail.com