Division 3 — Duties relating to potential customers and customers
Advertisements
19.—(1)  A licensee must include all of the following particulars in every advertisement relating to the licensee’s supply of a travel product:
(a)the name of the licensee;
(b)the number of the licensee’s licence;
(c)any contact information relating to the licensee mentioned in regulation 11.
(2)  A licensee must not publish or distribute, or cause to be published or distributed, any advertisement —
(a)that the licensee knows, or ought to know, is false or misleading; or
(b)that is inaccurate.
Particulars required in contract documents
20.  A licensee must include all of the following particulars in every document constituting a contract for the licensee’s supply of a travel product:
(a)the name of the licensee;
(b)the number of the licensee’s licence;
(c)the address of any one or more of the licensee’s places of business approved under regulation 10;
(d)any contact information relating to the licensee mentioned in regulation 11.
Travel insurance
21.—(1)  Subject to paragraph (2), a licensee must, before receiving any payment that is in full or the first part payment (including by way of a refundable deposit) for an eligible travel product bought in Singapore by an individual —
(a)ask the individual to consider buying travel insurance —
(i)against any failure or disruption in the provision of the eligible travel product arising out of any insolvency on the part of the licensee; and
(ii)in favour of each traveller under the eligible travel product; and
(b)inform the individual of one or more insurers from which the individual may buy travel insurance.
(2)  Paragraph (1) does not apply —
(a)where the individual buying the eligible travel product is doing so for or on behalf of another person who is registered under the Business Names Registration Act 2014 (Act 29 of 2014) or on behalf of a body corporate;
(b)where the travel product includes travel insurance against any failure or disruption in the provision of the eligible travel product arising out of any insolvency on the part of the licensee; or
(c)if no payment for the eligible travel product is made until after the date of departure from Singapore.
(3)  The licensee must keep a record (whether in electronic form or otherwise) of the following in respect of each individual to whom paragraph (1) applies:
(a)the name of the individual;
(b)the licensee’s reference number in respect of the travel product;
(c)the names of all the travellers under the travel product;
(d)whether the individual wishes to purchase such travel insurance;
(e)where the individual buys travel insurance through the licensee, the particulars of each certificate of insurance in respect of the travel product, including the name of the insurer, the name of the policy, the policy reference number and the names of the insured travellers;
(f)the individual’s acknowledgment that the licensee has complied with paragraph (1).
(4)  The licensee must preserve a record made under paragraph (3) for a period of not less than 12 months after the date the payment mentioned in paragraph (1) is received by the licensee from the individual to whom the record relates.
(5)  In this regulation —
“eligible travel product” means a travel product offered by a licensee that is delivered wholly or partly outside Singapore and where —
(a)the licensee requires part payment (including by way of a refundable deposit) of $500 or more per traveller; or
(b)the price (including the amount attributable to the applicable goods and services tax) of the eligible travel product per traveller is $1,000 or more;
“traveller” means an individual travelling under an eligible travel product.
Licensee must inform of cancellation terms
22.  A licensee must, before agreeing to supply a travel product to a person, inform the person in writing of any consequences of a cancellation of the travel product by the person, including any fee payable by the person for such cancellation.
Licensee must issue receipt with breakdown
23.  Where a licensee receives an amount of $500 or more (including by way of a refundable deposit) for any individual under a travel product sold to a person, the licensee must, as soon as practicable after receiving the payment, issue to the person —
(a)a written receipt for the amount paid; and
(b)an itemised list of the components of the amount paid.
Prohibition of payment to personal bank accounts
24.—(1)  A licensee must not cause or permit any payment relating to a travel product sold by the licensee to be made to a bank account in Singapore that is held in the name of one or more individuals.
(2)  Paragraph (1) does not apply to a bank account held —
(a)in the name of a sole proprietor who is a licensee; or
(b)in the name or names of the partners of a partnership that is a licensee.
Changes to travel products, etc.
25.—(1)  Where the licensee intends to make a material change to a travel product that has been sold but not fully delivered, the licensee must inform every person who has bought the travel product (called in this regulation the customer) of the intended change.
(2)  Where a customer does not accept the material change on such terms as may be agreed with the licensee, the licensee must —
(a)where the licensee has not delivered any part of the travel product to the customer, allow the customer to cancel the travel product and offer to refund to the customer all payments received from the customer for the travel product; or
(b)where the licensee has delivered any part of the travel product to the customer —
(i)allow the customer to cancel the undelivered part of the travel product and offer to refund to the customer such amount attributable to the undelivered part of the travel product; or
(ii)where the customer does not cancel the undelivered part of the travel product and the change results in a reduction in value of the travel product, offer to refund to the customer such amount corresponding to the reduction in value.
(3)  To avoid doubt, this regulation —
(a)does not affect the customer’s rights against the licensee for the material change to the travel product; and
(b)applies whether the material change is made due to reasons within or outside of the licensee’s control.
Settlement of disputes
26.—(1)  A licensee must not wilfully refuse or, without reasonable excuse, neglect to settle a dispute between the licensee and a person regarding —
(a)whether the licensee and the person have entered into a contract for a travel product;
(b)the cancellation, whether by the person or the licensee, of a contract for the provision of a travel product; or
(c)the contractual obligations, whether express or implied, of the licensee in respect of any travel product.
(2)  The Board may require a licensee to inform the Board of the terms of any settlement between the licensee and a person relating to the licensee’s supply of a travel product.
(3)  A licensee who is required under paragraph (2) to inform the Board of the terms of a settlement must do so within 7 days after the Board’s request.