Avoid -- No accountability
A "non -refundable" clause should never give a travel company the right to walk away without delivering the promised service. Clients deserve transparency, accountability and respect-- especially when large amounts of money are involved.
I paid S$750 non refundable deposit but the travel agency terminated the contract in 2 weeks without delivering any itinerary or cost breakdown.
Non refundable does not mean no responsibility. Nothing was provided -- yet no refund. Unacceptable.
I am sharing this so others can ask the right questions before paying anything upfront. Protect yourself: demand clear deliverables, timelines, and written accountability
To clarify:
1) I was never provided with a detailed itinerary or clear cost breakdown before being asked to pay USD 29,450. As a client, I have every right to request these details and suggest adjustments. Instead of addressing my concerns, the project was unilaterally terminated and the deposit of S$750 was retained.
2) The non-refundable deposit should apply only when the project is completed as agreed. In my case, Epic Travel Designer accepted my deposit of S$750 but failed to deliver a full, detailed itinerary. If they genuinely felt from the beginning that I was not the right fit, the ethical and professional action would have been to refund the deposit immediately-- not keep it and then terminate the project midway. Accepting the deposit implied a commitment to complete the service and keeping it without fulfilling that commitment is unfair and unprofessional.
3) I was unfairly accused of being "aggressive" and using a fake account. I had to create another account only because I was blocked from Epic Travel Designer Facebook page after adding my comments. Transparency and good communication and mutual respect are essential for luxury travel planning, and sadly my experience did not meet these values
Reply from Epictraveldesigner
Grace, we regret you feel this way but wish to clarify the facts.
You agreed in writing to a non-refundable planning deposit covering the extensive research, design, and coordination required for your 17-day Patagonia & Iguazú Falls trip. In fact, before commencing work, we sensed that we might not be the best fit and offered to refund your deposit — but you chose to proceed.
Within two weeks, we provided your flight schedule for booking, mapped your route, secured all transfers, reserved premium hotels, and arranged private tours. Over 40 email exchanges occurred during this time, reflecting the significant work completed.
After receiving the proposal, you sent three consecutive emails over a weekend demanding a line-by-line cost breakdown — a request not typical in luxury travel design. You also shifted from premium arrangements to coach/bus and group tours, which were incompatible with your special needs. Your tone became aggressive and confrontational.
To protect our team’s well-being, we reluctantly decided to discontinue the project after we have completed the travel proposal. Subsequently, you posted negative comments and reviews — including from a fake profile — across social media platforms.
We have published a blog post sharing our side of the story to maintain transparency and uphold our commitment to exceptional service for clients who engage in good faith. We welcome public scrutiny.