Customer Care

Effective Date: 25/07/2025
Last Updated: 25/07/2025

At Vertex Trips, we are committed to providing transparent, professional, and reliable customer support throughout your travel and visa journey. This Customer Care Policy outlines how we engage with customers and what you can expect from our services.

Scope of Customer Care

Our customer care support covers:

  • International travel planning and consultations
  • Tour package coordination
  • Visa guidance and documentation assistance
  • Booking-related queries and updates
  • Pre-travel and post-booking support

Vertex Trips acts as a travel consultant and service facilitator and does not represent embassies, airlines, or government authorities.

Dedicated Travel Advisor

Each customer is assigned a dedicated travel or visa advisor to ensure:

  • Personalised assistance
  • Clear communication
  • Continuity of service
Response Timelines
  • Website and email enquiries are responded to within 24 working hours
  • Urgent matters are prioritised via WhatsApp or phone support
  • Response times may vary during weekends, public holidays, or peak travel seasons
Dedicated Travel Advisor

We commit to providing:

  • Clear information on services, pricing, and timelines
  • Honest guidance based on eligibility and feasibility
  • Timely updates on bookings and visa-related processes

We do not provide false assurances or unrealistic commitments.

Transparent Communication

Each customer is assigned a dedicated travel or visa advisor to ensure:

  • Personalised assistance
  • Clear communication
  • Continuity of service
Visa Assistance Disclaimer
  • Vertex Trips provides professional guidance, document review, and preparation support only
  • Visa approval, processing time, and outcomes are solely determined by the respective embassy or consulate
  • We do not guarantee visa approvals or expedited decisions
Customer Responsibilities

Customers are responsible for:

  • Providing accurate, complete, and truthful information
  • Submitting genuine documents within the required timelines
  • Informing us promptly of any changes in personal, travel, or documentation details

Vertex Trips is not liable for delays or rejections caused by incorrect or incomplete information.

Payments, Changes & Refunds
  • All payments are subject to the terms of airlines, hotels, embassies, and third-party suppliers
  • Changes or cancellations may attract charges as per supplier policies
  • Refunds, if applicable, are processed as per supplier timelines and conditions

Vertex Trips does not control third-party refund processing.

Service Limitations

Vertex Trips shall not be held responsible for delays, losses, or disruptions caused by:

  • Airlines, hotels, embassies, or government authorities
  • Weather conditions, strikes, technical failures, or force majeure events
Respectful Communication Policy

We expect all interactions to be professional and respectful.
Use of abusive language, threats, or inappropriate behaviour towards our staff may result in service suspension or refusal.

Data Privacy & Confidentiality

All customer information is handled securely and used only for service delivery, in accordance with our Privacy Policy.

Post-Booking Support

Our customer care support continues:

  • Before travel
  • During travel (within service scope)
  • After travel for clarifications or assistance

Emergency support is provided on a best-effort basis within operational limits.

Policy Updates

Vertex Trips reserves the right to update this Customer Care Policy at any time. Updates will be posted on this page with the revised date.

Contact Customer Care

For assistance or concerns, please contact:

Vertex Trips
📧 info@vertextrips.com
📞 798161 3888 | 88855 75875

By using our services, you acknowledge and agree to this Customer Care Policy.