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FAQ

Q: Where is your office based and are you reliable company?

A: Faralong.com (Faralong As) is a travel and technology company based in Estonia, Europe’s latest technology capital. As a part of Finland-based Summit Travel Group, it is listed as a responsible travel agent in EU consumer liability and insurance programs. Summit Travel Group which has provided high-quality, full-service tour packages from trusted local operators to thousands of customers since 2008.


BEFORE YOUR ADVENTURE

Q: How much will it cost?
A: Every tour page displays the price progression according to the number of people going on the trip. That means - the more people go, the less everyone pays.

When making a booking, one thing is sure - you will NOT pay more than what's shown on your confirmation. You might end up paying less, though.

The final amount will be locked-in 45 days prior to departure when the group will be closed.

If you are joining an open group then your final amount is unknown until the group is closed. If you're joining a private group then you might already know how many people will join you and the final amount is known far in advance (unless someone decides to not go).

 

Q: What's included? What's not included?
A: It's a rule that all of our tours include accommodation, local transport, services of an English-speaking guide/driver, all entrance fees, all taxes and VAT, meals as specified.

In some cases, the airport transfers might be included in the program as well.

We strongly encourage you to look at the 'Basic Information' section on the tour page. All inclusions are pointed out there.

It's also a rule that none of our tours include international airfare to/from the destination, visas, travel insurance, personal expenses, gratuities to local staff.

Be sure to check the 'Basic Information' section on the tour page to see if there's anything else that is not included in the tour.

 

Q: What is the difference between a Private and an Open group?
A: A Private group is a group that can only be joined through an invitation sent by someone already with a booking for that departure. A Private group will not be shown on the tour page and no-one else can make a booking for it unless invited.

For example, if you want to go on an African safari with only your family then a Private group is the way for you.

NEW FEATURE: You can request your own private departure date!

An Open group is essentially a regular group tour with people from all over the world. It is shown on the tour page and can be joined by anyone who wants.

For example, if you want to go on a hiking tour in Turkey but don't have a group to go with then an Open group is the way for you.

 

Q: How big is the group?
A: The maximum number of people on every tour is shown in the price progression and in the 'Specifics' section on the tour page.

In case of private groups that would like to book an adventure for more people than listed as the maximum amount, please email us at travel@faralong.com and we'll see what we can do.

 

Q: What is the age limit?
A: The age limit on all of our Open group tours is 18 years. Unfortunately, we can not accommodate children on these tours at the moment.

However, if you book a Private group then children under the age of 18 are more than welcome. All children, however, have to be accompanied by an adult. If the parent or legal guardian of the child can not participate on the trip then a written consent of the parent or legal guardian has to be provided.

 

Q: When do I have to pay?
A: The first payment of €200 has to be done when making the booking. This is the deposit* that will be deducted from the final cost.

As our tours get cheaper when more people join then the final amount will be shown 45 days before departure. That is also the time when the last payment has to be done in full.

We will send you an email with the invoice and a link to the secure payment gateway.

*Please note the conditions for the booking deposit:

  • The minimum group size on all tours is 2 people. If there is only one person booked on the departure, the booking will be cancelled and the deposit refunded in full.
  • If you cancel your booking after paying the deposit and more than 45 days before departure, we will retain the €200 deposit per person.
  • If you cancel your booking 45-40 days before departure, we will retain the €200 deposit per person and you are obligated to pay us all fees and costs that are required to maintain the fixed final price for other passengers that have joined the trip, but not more than the amount of the final invoice.
  • If you cancel your booking 39 or fewer days before departure, we will retain 100% of the amount paid by you.

 

Q: Can I use another credit card for the final payment?
A: Yes, of course! You can add multiple credit cards to your account and use whichever one you wish.

However, you can not split the payment up between different cards. For example, when you're making the final payment - only one card can be used to do it.

 

Q: How can I pay?
A: Our site accepts most major credit cards - Visa, Maestro, Mastercard, Discover. We also accept PayPal.

The first payment, which is the non-refundable booking fee of €200, has to be paid while making the booking.

The final amount has to be paid 45 days prior to departure and a link to the payment gateway will be sent to your email at least 45 days prior to departure.

On the final amount, you can also use the money in your 'Wallet'. Faralong.com has a unique Wallet feature that already has €50 waiting in it.

 

Q: When will I get my confirmation?
A: When you make the initial booking, you will receive an email stating that your booking is confirmed. The email will include details on the tour, such as name, dates, duration etc.

The final confirmation with the itinerary, tour operator details, joining instructions etc will be made available to you after you make the final booking.

If for some reason you need a confirmation in advance (for visa applications etc) then please let us know at travel@faralong.com.

 

Q: Do I need travel insurance?
A: Yes, you do. We strongly recommend getting a sufficient travel insurance for your trip.

Note that on tours including high altitude trekking and other strenuous activities, a travel insurance is mandatory.

 

Q: Do I need a visa?
A: This all depends on your nationality and the destination that you are traveling to.

Please consult your local travel agent or the respective embassy to get the most up to date information on visa conditions.

Note that obtaining a visa and other valid travel documents is entirely up to you.

 

Q: What are the cancellation conditions?
A: When cancelling the trip 46 or more days prior to departure, we will retain the non-refundable deposit of €200.

When cancelling the trip 45-40 days prior to departure, we will retain the non-refundable deposit of € 200 and you are obligated to pay for any costs that Faralong.com has to make in order to maintain the price for other participants.

When cancelling the trip 39 or less days prior to departure, we will retain 100% of the final amount.

Please note that all cancellations have to be made in written form to travel@faralong.com. Be sure to include your name, booking reference and travel dates. A cancellation is regarded effective when you have received a confirmation from Faralong.com.

 

Q: Something happened and I can't go. What now?
A: We strongly recommend to get travel insurance with sufficient medical, travel and other coverage.

In the event of a sudden illness or other issues, we will try our best to reduce the cancellation charges from our partners. This can only be done with relevant proof, such as a doctor's note about an illness etc. Please note that we can not guarantee this, but we will try.

In order to do our best, we need to know about your cancellation as soon as possible. Please note that all necessary info has to be sent to travel@faralong.com. Your booking won't be cancelled before you receive a written confirmation from Faralong.com.

 

Q: Can someone else take my place?
A: If for whatever reason you can not join the group, but have a friend who is willing to fill in then that can be done up to 46 days prior to departure. Please note that the new person has to fulfill all conditions set to the booking and agree with our Booking Terms & Conditions.

We have the right to charge you an administrative fee and any other costs related to the change.

Please note that all requests for a name change have to be done in writing to travel@faralong.com. No changes are done before you receive a confirmation from Faralong.com.


 

DURING YOUR ADVENTURE

Q: What should I know about trekking?
A: 
So, you are going on a trek and thinking what’s next? Here are some tips about what goes on during a trek and what you should pack.

Clothing
We have treks and hikes in the lows and highs of the world.

At higher and lower altitudes, the weather can change in an instant and changes in temperature can be quite big. It can be boiling at noon and below 0 at midnight.

It makes sense to bring clothes that you can layer. That means you can add or remove clothing depending on the weather.

Trekking equipment
Having good trekking shoes makes a world of a difference since you will be on your feet for most of the days. To save your knees and joints, we recommend to bring a walking stick or buy one from a local shop before the trek.

Hydrating your body is a must on all treks and for that we recommend to bring a personal water bottle that you can refill.

Please also note that there are certain weight limits that porters can carry during your trek. It would be wise to leave all unnecessary things behind and take a bag with you that weighs no more than 8 kg.

Altitude
Altitude sickness is caused by low pressure of oxygen and its effects on human body. Usually, it occurs on altitudes 2,400 meters and up. Some people have said that its symptoms resemble as if having the flu or a hangover. A short list of symptoms is headache, lack of appetite, insomnia and drowsiness.

If you or any of your fellow travellers are complaining about some of these symptoms when on a trek, be sure to notify your tour leader asap.

It is hard to determine who will be affected by altitude sickness as there are no specific factors for it. Altitude sickness can mostly be avoided with acclimatization and cured with descending to lower altitudes.

Health and wellbeing
As being in the desert, being up high makes you also more prone to sunburn. Be sure to pack sunscreen.

For your eyes' sake, bring a pair of dark sunglasses to defend yourself from direct sunlight and snow blindness.

Food
There are no fancy restaurants in the mountains or deserts. Most of the food will be local and simple. Some treks do not include meals at all, so a trip to a local grocery store might be needed. Your tour leader will surely point out the best places and things to buy.

Itineraries/schedule
As these trips are meant for exploring all of these awesome places by foot then walking is a huge part of it. Be prepared to spend at least 4 hours a day walking on different terrain.

 

Q: What should I know about safaris?
A: So, you are going on a safari and thinking of what to bring? Here are a few tips about what goes on during a safari and what you should pack.

Clothing
Remember - you want to blend in and not scare animals away. Mellow-toned clothing may be more practical as it might get a bit dusty as well. Due to temperature differences, it’s a good idea to bring clothes that you can layer. Also, a hat or a scarf to cover your head with is a very good thing to pack.

Wearing the right shoes can make a world of a difference, so be sure to bring ones that are comfortable.

Health and wellbeing
Be sure to bring lots of sunscreen as the sun can be very harsh. Also, be sure to bring mosquito repellent - those little guys bite hard!

Schedule
Animals don’t usually operate on the same schedule as people, therefore, be ready to get up and go to bed early. Animals are most active during the night and in the early hours of the day. That means that most safaris start before dawn in order to see as many animals as possible.

It might be good to point out that we can’t bring animals to you, they come to you. Don’t be disappointed that you didn’t get to see the whole Big 5 this time - there’s always next time!

Camping gear (sleeping bag etc.)
In some cases, you have to bring your own sleeping bag.

A small torch can come in handy during the evenings when it gets dark.

 

Q: When will I meet the tour guide?
A: All of our tours include the services of at least one English-speaking guide or driver. In most cases, you will meet your guide in the evening of the first day or in the morning of the second day.

All information on your tour guide and where to meet will be provided in your final confirmation.

 

Q: What language does our guide speak?
A: All of our guides are English-speaking professionals. Unfortunately at this point in time, we can not offer multilingual guides on our tours.

If you wish to book a private tour with a guide who speaks another language like French, German or Spanish then please do let us know and we'll try to see if this can be done. Please note that hiring another guide will incur in administrative charges set my our local partner.

 

Q: Can I make changes to the itinerary?
A: Unfortunately, not on open group tours.

As our aim is to automate the whole booking process and through that deliver fairly priced tours, we can not accommodate any tailor made requests. That will only result in higher margins on our tours and longer booking processes.

If you are booking a private tour for your family and/or friends, and would like to make some minimal changes to the tour, please let us know at travel@faralong.com. We can not guarantee any changes beforehand, but we will surely try to accommodate your requests. Please note that any changes to the itinerary may incur in administrative charges from Faralong.com and our partners.

 

Q: What kind of transportation will we use?
A: Most of our tours will use private transportation to get from A to B. In some cases, there might be some local bus, train or plane travel.

In most cases, domestic flights are already included in the price of the tour. Be sure to see the 'Basic information' section of the tour.

Note that most of our tours do not include airport transfers. We are more than happy to help you arrange them if needed.

 

Q: What about accommodation?
A: Depending on the style, destination and overall type of the tour, the accommodation comes in all shapes and sizes.

Most of our accommodation is in twin rooms. If you are traveling alone, you can request your own room for a Single Supplement fee, or stay in the same room with another traveler of the same sex.

Itineraries that take you to remote places may include same shared accommodation in either guesthouses, huts or tents. That will be stated in the itinerary.

All of our tours are divided into three categories, depending on the service level.

  • Basic - Accommodation in simple hotels or guesthouses, might include camping. 
  • Standard - Accommodation in local 3-4* hotels. All hotel standards are set by local standards.
  • Comfort - Accommodation in local 4-5* hotels, upmarket lodges or international chain hotels. All standards are set by local standards.

 

AFTER YOUR ADVENTURE

Q: How can I review my tour and experience?
A: We would love to hear what you think of Faralong.com and the tours that we offer.

Whether you'd like to tell us about your experiences on the site or on a tour you booked through us, please send us an email at travel@faralong.com.

Be sure to include the your name and booking reference number.

 

Q: I experienced a problem on my tour, what do I have to do now?
A: Unfortunately, as much as we try to get everything right, mishaps are bound to happen.

If you experience a problem while being on your tour, your first point of contact should always be your tour guide. They have the means to solve most problems and can do it faster than our people in the office thousands of miles away. Please note that your final booking confirmation also includes the emergency number for our local partner. This is to be used if you can not get in direct contact with your tour leader or someone else from the local tour operator.

If you feel unsatisfied with the solution provided by our trusted partners, please contact us on travel@faralong.com or by phone +372 5883 6671.

Please note that all complaints have to be submitted within 14 days of returning from your trip and in written form to travel@faralong.com.