These are the standard Booking Conditions of GTI Travel Group Ltd trading as “International Friends” (“GTI”, “we” or “us”), whose address is Kent Innovation Centre, Millennium Way, Broadstairs, Kent, CT10 2QQ, telephone number is +44(0) 1843 609699 and email is [email protected].
These Booking Conditions apply to all bookings made by consumers directly with us. Our obligations to you vary depending on whether you’ve booked a single-day tour with us or whether you’ve booked a multi-day tour. Our single-day tours do not include overnight accommodation and do not cover a period longer than 24 hours and as such the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”) do not apply to our single-day tours. However, where you book a multi-day tour which includes overnight accommodation, then the PTRs do apply to your booking – and additional terms and conditions apply to your booking. References to “Tour” in these Booking Conditions means both Multi-Day and Single-Day tours collectively.
In order explain our obligations to you as clearly as possible, we have separated our Booking Conditions into the following sections:
- Section A: applies to all bookings made with us;
- Section B: includes the additional terms which apply to customers who book a multi-day tour with us.
SECTION A: ALL BOOKINGS
Please read these Booking Conditions carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that they:
a) have read these Booking Conditions and have the authority to and does agree to be bound by them;
c) are over 18 years of age and where making a booking for travel services with age restrictions, declares all members of the party are of the appropriate age to purchase those travel services;
d) accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
1. Law & Jurisdiction
All bookings made with us are subject to English law and the exclusive jurisdiction of the English courts. You may choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so. By making a booking and paying your deposit either directly or via our agent, you accept that English law applies.
2. Booking and Paying for Your Arrangements
A booking is made with us when a) you or your travel agent tells us that you would like to accept our written or verbal quotation (if issued); b) you pay us a deposit or full payment (depending on what we request from you at the time of booking); and c) we issue you with a booking confirmation. Where we create a bespoke private Tour for you, then individual elements of the Tour may be booked gradually whilst the Tour is built and deposits taken for securing those elements of the Tour, however the contract for the full Tour does not come into existence until the full Tour booked is confirmed to you. We may email you when individual elements are booked to let you know our progress on the booking process, but a binding contract for that full Tour only comes into existence when we issue the final confirmation for the full Tour.
A binding contract will only come into existence once we have issued you with a booking confirmation that will confirm the details of your full booking arrangements, and not before. Upon receipt, if you believe that any details on the booking confirmation (or any other document) are wrong you must advise us immediately. When you create a bespoke private Tour for you, if you pay deposits as requested by us and the full Tour arrangements cannot be completed, then we will issue you with a refund of those deposits paid.
Where we have taken deposit payments from you in relation to the cost of your arrangements, the balance of the cost of your arrangements (including any applicable surcharge) is due not less than 3 months prior to scheduled departure. If we do not receive this balance in full and on time, then subject to us issuing you with a reminder prior to the due date for such balance, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out below are applicable.
You can make payment by online secure payment, by electronic bank transfer.
3. Alterations by you
If, after our booking confirmation has been issued, you wish to make a change to your confirmed booking, the person who made the booking must contact us in writing by email to: [email protected]. We reserve the right to charge an administration fee of £50.00 per person in order to process that change, in addition to any cost or charges incurred or imposed by our suppliers, where your requested alteration can be made. You should be aware that these costs could increase the closer to the departure date that changes are requested by you and you should contact us as soon as possible. Please note that certain travel arrangements may not be amended after it has been confirmed and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
4. Cancellation by You
You, or any member of your party, may cancel your confirmed booking at any time provided that notice of the cancellation is made to us by the person who made the booking and is in writing. Such notification will only be effective when it is received by us. Cancellation charges will apply - we will retain your deposit and in addition may apply cancellation charges up to the maximum shown below.
Multi-Day Tours, Pre & Post Cruise Hotel Packages, Downton Abbey, Harry Potter and Private Tours
We require you to inform us of cancellation the following number of days prior to your travel date to receive the following refunds:
Days prior to Tour
More than 14 days
7 – 14 days
7 days or less
Where any cancellation reduces the number of full paying party members below the number of free places and/or concessions agreed for your booking we will recalculate these items and invoice you accordingly. Please note that other service providers may impose higher cancellation charges. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Scheduled Day Trips & Scheduled Shore Excursions/transfers
We require you to inform us of cancellation the following number of days prior to your travel date to receive the following refunds:
Days prior to Tour
More than 7 days
Less than 7 days
No refund will be given after the commencement of travel except at our discretion. Please note that if the reason for your cancellation is covered under the terms of your insurance policy then you may be able to reclaim these charges. Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
This clause 4 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
Where you have booked a Multi-Day Tour with us, additional terms and conditions apply to your booking. Please go to clauses 27 and 28 in section B.
5. If We Change or Cancel Your Tour
If due to circumstances beyond our control it becomes necessary to substitute an alternative supplier, or make any other alterations to your booking we shall inform you of the changes as soon as possible. You must pay any additional cost due to such changes. If the changes are, in our view, so substantial as to significantly alter your booking and you are unwilling to accept said changes then you may cancel your booking and we will give a refund of all money you have paid to us.
We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
Very rarely, we may be forced by "Events Beyond Our Control" (see clause 13) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result except where we manage to recover the same from our suppliers. You must direct all claims to your travel insurance.
Please note that where you have booked a Multi-Day Tour, additional terms and conditions apply. Please see clause 29 for the terms which apply to your booking.
6. Alterations to your itinerary by us
You will appreciate that arrangements and destinations, including ports for stopping or sailing paths, or other coach stopping points, may need to be changed without notice. Fortunately, this is a rare occurrence but nevertheless disappointing, although must be done in order to ensure safe transportation and the safety of the crew, staff and guests travelling on that means of transportation. Every effort is made to inform you about changes as soon as possible, but this may require notification at the time due to change in sea activity, weather, roadworks or other reason beyond our control. The change of an itinerary or other transportation course are entirely outside our control, including where there are adverse weather conditions.
Please note that the order of events on itineraries is subject to alteration due to local circumstances, unscheduled closures of ports or roads, etc. However, every effort will be made to include all elements of the programme during your Tour, or a suitable alternative which will be notified to you.
Accident or Injury to Tour Guide: If the Tour leader is involved in an accident, or is unable to continue the Tour for whatever reason, we will endeavour to provide a replacement Tour leader. In the event that a Tour leader cannot be located, you may be asked to continue with the Tour and maps and hotel details will be provided. in these circumstances, you will receive a refund in relation to the diminution in value between the 'guided' tour and the 'mapped' tour.
7. Tour Meeting Points
The tour leader will outline at the beginning of the Tour the next meeting point within an itinerary (and/or as specified on any ticket or travel documentation), and the point in which the group should meet (including the meeting time), and will leave the next meeting point. It is your responsibility to meet at the designated point and be ready to depart at the designated start point, at the beginning of the tour and during the tour, at the times notified to you. If you fail to meet up at any designated meeting place at the time specified, you are liable for your own expenses in meeting back up with the Tour group, including (but not limited to) any additional costs in transportation. You acknowledge that even if you have contacted us or any representative that may be running the Tour, to let them know that you are unable to meet back up with the Tour group at any point of the Tour (including, but not limited to, if you are running late and/or are lost), that The tour group cannot always wait for you and may therefore proceed without you and you will need to make your own arrangements to meet back up with the Tour group in such instances.
Some of our more adventurous Tours, for example (and not by way of limitation) Horse Riding in Wild Wales, are not without risks. You must be adequately fit and of an adequate proficiency indicated in accordance with the booking form to undertake the program set out in the Tour you have chosen. Your booking is accepted on the understanding that you realise the hazards involved in your chosen activity. You acknowledge that by the very nature of the activities you are exposed to an element of personal risk and that the activities are of a potentially hazardous and unpredictable nature above those associated with conventional holidays. You therefore accept and consent to the risks inherent in participating in such activities and accept the limitations of our responsibility to you in respect of any such activities included in any of the packages we organise for you, as set out in these Booking Conditions.
Where we provide you with a quote for the Tour we make available to you, then the price for those travel services will be as set out in that quotation. Prices for the Tours that are displayed on our website are indicative and we take all reasonable care to ensure that the prices advertised are accurate, however occasionally changes may be made to the prices or errors may be made in the displayed price and we therefore reserve the right to check the prices for any Tours you wish to book prior to your booking and we will confirm the applicable price to you prior to the time of booking. We reserve the right to amend the price of advertised Tours at any time and correct errors in the prices of confirmed bookings.
Our prices are inclusive of all items listed on your Tour itinerary. Our prices will include overnight accommodation (for Multi-Day Tours only), transportation and entries to sites, etc, as confirmed to you at the time of booking. Our prices do not generally include meals, site seeing/ historical sites tours, visa or border fees, costs of replacing any documentation, onward flights or transportation, insurance or insurance excess, costs of snacks, drinks and other food items, unless where stated otherwise by us at the time of booking.
Furthermore, the price of your confirmed booking is subject at all times to changes arising from government action such as changes in VAT or any other government imposed changes, and changes in the exchange rates of currency, and we reserve the right to pass on to you any increases in the price of your confirmed booking as a result.
Please note that where you have booked a Multi-Day Tour – different terms and conditions apply to your booking – see clause 26 for further information.
10. Special Requests
Any special requests in relation to your booking must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.
11. Persons of reduced mobility and medical issues
We are not a holiday company which specialises in tours or other travel arrangements for persons of reduced mobility, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any reduced mobility requirements or has a medical condition which may affect your tour or their ability to participate in any activity or part of the tour or trip, please provide us with full details at the time of your booking request, so that we can try to advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we may cancel it and impose applicable cancellation charges when we become aware of these details and have made a reasonable suitability assessment.
12. Our liability to you
12.1 We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
a) the acts and/or omissions of the person affected; or
b) the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or
c) Events Beyond our Control (as defined in clause 14).
12.2 We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel: The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Athens Convention (with respect to sea travel). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or supplier’s own 'Conditions of Carriage' will apply to you on that journey. When arranging your booking, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the supplier and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the supplier for the complaint or claim in question.
12.3 It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
12.4 Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. You must co-operate fully with us and/our insurers should we or our insurers wish to enforce those rights which have been assigned to us by you.
12.5 If you make a claim against us which is covered by your insurance policy, you agree to pursue the claim through your insurer either in addition to, or in substitution for, your claim against us (if any).
12.6 Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:
(a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
(b) relate to any business.
12.7 We will not accept responsibility for services or facilities which do not form part of your booking as specified on your confirmation invoice. For exampleany excursion you book whilst away, or any service or facility which your accommodation or any other supplier agrees to provide to you directly.
12.8 Our liability in respect of Single-Day Tours: We have a duty to select the suppliers of the services within your booked Tour with reasonable skill and care. We have no liability to you for the actual provision of those services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
12.9 Our Responsibility for your Multi-Day Tour
(1) We will accept responsibility for your Multi-Day Tour as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your Multi-Day Tour, as set out in your confirmation invoice. Subject to these terms, if we or our suppliers negligently perform or provide those travel services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Multi-Day Tour you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in your Multi-Day Tour. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these terms and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your Multi-Day Tour. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
(2) Where it is impossible for you to return to your departure point as per the agreed return date of your Multi-Day Tour, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period of up to three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Multi-Day Tour. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
13. Events Beyond our Control
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Events Beyond Our Control”. For the purposes of these Booking Conditions, Events Beyond Our Control means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Events Beyond Our Control, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
14. Your Behaviour
If you are prevented from travelling on any means of transportation that forms part of the Tour we organise for you, because in the opinion of any person in authority, you appear, by reason of intoxicating liquor or use of drugs, either to be unfit for travel or likely to cause discomfort or disturbance to other passengers, our responsibility for your journey, including any return journey thereupon ceases. You must accept responsibility for your proper conduct and we therefore have the right to terminate our contract in circumstances of serious misconduct by you or any member of your party. Without limiting this clause, all participants on the Tour are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other participants. If in our reasonable opinion your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination our liability to you and/or any relevant member of your party will cease and you and/or any relevant member of your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or any relevant member of your party. No refunds for lost accommodation or any other service will be made to you and/or any relevant member of your party, in such circumstances. You and/or any relevant member of your party may also be required to pay for loss and/or damage caused by your or their actions and you and/or any relevant member of your party will need to indemnify us and/or any other third party for any liability for any damage or losses caused by you and/or any relevant member of your party.
The Company has a zero-tolerance policy towards actions amounting to discrimination under the Equality Act, including but not limited to sexist, racist or homophobic comments or any other form of discriminatory behaviour. Physical and/or verbal abuse of any kind will also not be tolerated. The Company has a duty of care to clients and employees and anyone displaying such behaviour will be asked to leave the tour immediately without a refund.
We make every effort to ensure that your Tour runs smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your tour guide or hotelier) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us using the emergency telephone number provided on your confirmation.
If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.
16. Passport, Visa and Immigration Requirements and Health Formalities
You and your party’s specific passport, visa and other immigration requirements are your responsibility and we do not accept responsibility for the validity of your passports or visas or for the refusal of visas by the Issuing Authorities. You should therefore confirm these with the relevant authorities, Embassies and/or Consulates. We shall not be liable for any loss, expense, cost, damage, injury or loss of enjoyment suffered as a result of such invalidity or loss, including any responsibility if you cannot travel because you have not complied with such requirements.
Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.
Excursions or other tours that you may choose to book or pay for whilst you are on your package (unless offered for sale by us) are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us and does not form part of any package organised by us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
18. Conditions of Suppliers
Many of the services which make up your Tour are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
19. Foreign Office Advice
You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Events Beyond Our Control. (See clause 13).
20. Data Protection and Privacy
In our policy you will find details of what personal data we collect, use, store or transfer and how and why we do this with security of your data as the upmost priority. It also tells you your legal rights to access, amend or remove any personal data we hold and how to do this.
If any part of these Booking Conditions is held to be invalid, unreasonable or unenforceable, such portion(s) shall be deemed as severable from these Booking Conditions and the remainder of these Booking Conditions shall remain in full force and effect and enforceable.
22. Delivery of Documents
All documents (e.g. invoices/tickets/Insurance policies) will be delivered to you either by post or electronically. Those that require to be posted will be sent to you by First Class post. Once documents leave our offices or email server we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to reasonable charges.
23. Travel Insurance
If you book a Tour with us, it is a condition of your contract with us that you purchase adequate travel insurance. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
SECTION B: ADDITIONAL TERMS APPLICABLE TO MULTI-DAY TOURS
This section B includes additional terms and conditions applicable to Multi-Day Tours. Please read this section B in conjunction with Section A.
24. Definition of a Multi-Day Tour.
A “Multi-Day Tour” exists where you make a booking which includes a combination of overnight accommodation, transport, or tourist services which are not part of the accommodation or transport, such as your tour arrangements.
Where your booking is for a Multi-Day Tour that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this Section B of these Booking Conditions, and in the page Traveller’s Rights when Booking a Multi-Day Tour.
Where you have booked a Multi-Day Tour, we reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:
(i) the price of the carriage of passengers resulting from the cost of fuel or other power sources;
(ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
(iii) the exchange rates relevant to the package.
Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.
You will be charged for the amount of any increase in accordance with this clause. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.
26. Transferring your Multi-Day Tour to another person
If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
(a) that person is introduced by you and satisfies all the conditions applicable to the booking;
(b) we are notified not less than 7 days before departure;
(c) you pay any outstanding balance payment, an amendment fee of £40 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
(d) that person agrees to these terms and all other terms and conditions of the contract between us.
Both you and the person you’re transferring the Multi-Day Tour to remain liable to us for payment of all sums. If you are unable to find a replacement, you will have to cancel your booking and cancellation charges as set out in clause 5 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services
27. Your Right to cancel your Multi-Day Tour due to Unavoidable & Extraordinary Circumstances
If you have booked a Multi-Day Tour with us, you have the right to cancel your confirmed booking before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at the destination of the Multi-Day Tour or its immediate vicinity and significantly affecting the performance of the Multi-Day Tour or significantly affecting transport to the destination. In these circumstances, we shall provide you with a full refund of the amount you have paid to us for your Multi-Day Tour but we will not be liable to pay you any compensation. For the purpose of this clause 28, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination. Please note that your right to cancel in these circumstances will only apply where the Government or Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity, and where you are due to travel imminently.
For all other cancellations, the cancellation charges at clause 5 apply to your booking.
28. Cutting your Multi-Day Tour short
If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your Tour and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of the Tour not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
29. If We Change or Cancel your Multi-Day Tour
As we plan your tour arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
Changes: If we make a minor change to your Multi-Day Tour, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include alteration of your outward/return date by less than 12 hours or the change of accommodation to another of the same or higher standard.
Occasionally we may have to make a significant change to your confirmed Multi-Day Tour arrangements. Examples of “significant changes” include the following, when made before departure:
(a) A change of accommodation area for the whole or a significant part of your time away.
(b) A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
(c) A change of outward departure time or overall length of your Multi-Day Tour by more than 12 hours.
Cancellation: We will not cancel your Multi-Day Tour less than 10 weeks before your departure date except for reasons of Events Beyond our Control(see clause 14) or failure by you to pay the final balance.
If we have to make a significant change or cancel you Miulti-Day Tour, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
i (for significant changes) accepting the changed arrangements; or
ii having a refund of all monies paid; or
iii if available and where we offer one, accepting an offer of an alternative Multi-Day Tour (we will refund any price difference if the alternative is of a lower value).
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
- In addition to a full refund of all monies paid by you, we will pay you reasonable compensation, in the following circumstances:
(a) If, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
(b) If we cancel your booking and no alternative arrangements are available and/or we do not offer one.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
*IMPORTANT NOTE: We will not pay you compensation in the following circumstances:
(a) where we make a minor change;
(b) where we make a significant change or cancel your Multi-Day Tour more than 10 weeks before departure;
(c) where we make a significant change and you accept those changed arrangements or you accept an offer of an alternative Multi-Day Tour;
(d) where we have to cancel your Multi-Day Tour as a result of your failure to make full payment on time;
(e) where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
(f) where we are forced to cancel or change your arrangements due to Events Beyond our Control (see clause 14).
If we become unable to provide a significant proportion of your Multi-Day Tour after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.
30. Insolvency Protection for Multi-Day Tours
The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for your Multi-Day Tour and for your repatriation in the event of our insolvency. For these purposes, we protect money that you have paid us via an insurance policy arranged by The Travel Vault in conjunction with Towergate Travel through Zurich Insurance PLC.
Claims : In the unlikely event of Insolvency, you must Inform Towergate Travel immediately on +44 (0) 1932 334140 or by email at [email protected] . Please ensure you retain the booking confirmation form as evidence of cover and value.
Policy exclusions: This policy will not cover any monies paid for Travel Insurance.
31. Prompt Assistance for Multi-Day Tours
If, whilst you are on holiday you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services and local authorities and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier may however pay for or provide refreshments and/or appropriate accommodation and you should contact them directly. Subject to these terms, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.