Booking Terms and Conditions

Hidden Cultures – Booking Terms and Conditions

These terms and conditions along with our Privacy Policy and Website Terms of Use (both of which can be found on our website), together with any other written information provided to you by us before we confirmed your booking, set out the terms of your contract with Hidden Cultures Ltd incorporated in England and Wales with company number 11362768 and having its registered office address at 26 Mingle Lane Stapleford, Cambridge, England, CB22 5SY. Please read these terms and conditions carefully as they set out our respective rights and obligations. References to “you” and “your” means all persons named on the booking (including those added at a late date). “We”, “us” and “our” means Hidden Cultures Ltd.

By making a booking you agree that:

  1. you have read and understand these terms and conditions and have the authority to, and agree to, be bound by them;
  2. you consent to our use of your details and information in accordance with our Privacy Policy;
  3. you are over 18 years of age and where placing an order for services with age restrictions declare that you are of the appropriate age to purchase those services; and
  4. you accept financial responsibility for payment of the booking.
  1. Making Your Booking

A booking is made with us when we issue you with a booking confirmation. The relevant deposit must be paid to us in order to confirm your booking. If booking within 8 weeks of departure, full payment must be made at the time of booking. All our tours are subject to availability and we reserve the right to return your payment and decline to issue a booking confirmation at our absolute discretion. A binding contract between you and us comes into existence when we issue the booking confirmation to you.

If your confirmed arrangements include a flight, we will also issue you with an ATOL Certificate. Upon receipt, if you believe that any details on the ATOL Certificate or booking confirmation are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).

  1. Payment of Your Holiday

We will notify you of the exact deposit amount due at the time of booking. The balance of the cost of your arrangements (including any surcharges applicable) must be paid to us no later than 56 days (eight weeks) before your scheduled date of departure. If you have not paid us the balance in full before this date we reserve the right to treat the booking as cancelled by you in which case the cancellation charges set out in clause 7 will apply and become payable.

  1. Accuracy

We endeavour to ensure that all the information and prices both on our website and in our brochures are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.

  1. Pricing

The price of your confirmed holiday is subject at all times to variations 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 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 used to calculate your arrangements.

No surcharge will be added to the basic price of your holiday once your booking has been confirmed and you have paid in full, irrespective of any subsequent fluctuation in currency exchange rates or increases in international air fares or other costs associated with the holiday. This price guarantee does not apply to any optional services including, but not limited to, insurance premiums, visa charges and amendment fees. This price promise excludes bookings for holidays departing within eight weeks of booking which are classed as late bookings.

  1. Special Requests

Any special requests must be advised to us at the time of booking and confirmed by you in writing. We will endeavour to meet such requests but cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your booking confirmation 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 arrange any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings which are conditional on the fulfilment of any special request.

  1. Changes by You

Any changes to a confirmed booking must be sent to us in writing as soon as possible. Whilst we reasonably endeavour to accommodate changes and additional requests, we cannot guarantee that we will be able to meet them. Where we can meet a request, we will charge an administration fee of £30 per person per change in addition to any further costs that we may incur and/or may be incurred or imposed by any of our suppliers. Please note that these costs could increase the closer to the scheduled departure date that the changes are advised, so we recommend contacting us as soon as possible. Where we are unable to help you and you do not wish to proceed with the original booking we will treat this as a cancellation by you, and cancellation charges as set out in clause 7 will apply.

It may be possible to transfer your booking to another suitable person if you are prevented from travelling provided that written notice is given at least 40 days before the date of scheduled departure. You will be charged the administration costs incurred by us for a transfer of booking. You must provide us with the name of the replacement passenger and the replacement passenger must agree to these terms and conditions and all other terms agreed between us. If there are any payments outstanding for the applicable booking when the transfer is requested these must also be paid before the transfer is made. Any replacement passengers must provide evidence of their holiday insurance before the transfer is completed. You and the transferee remain jointly and severally liable for payment of all sums due in relation to your booking. If you are unable to find a replacement, cancellation charges as set out in clause 7 will apply. Otherwise, no refunds will be given for passengers not travelling or for unused services.

  1. Cancellation by You

If you decide to cancel your booking you may do so at any time provided it is done in writing. Your notice of cancellation will only take effect from the date on which we receive it. If you need to cancel your booking within 24 hours of departure please call our helpline] on 01223455171. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below calculated from the day when written notice of cancellation is received by us. However, in addition to the charges shown below many air tickets have no refund value at all and consequently airlines may impose 100% cancellation charges and the cost of a new ticket. Insurance premiums and amendments charges are not refundable in any circumstances. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us and return the balance to you.

Cancellation charges apply as follows:

Number of days’ notice before scheduled departureCancellation charge (% of holiday price)
70 days or moreLoss of deposit only
36-69 days50% of tour price
15-35 days75% of tour price
14 days or less100% of tour price

Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation (also taking into account the charges we will incur from our suppliers) could incur a cancellation charge of up to 100% of that part of the arrangements, in addition to the charge above.

You have the right to cancel your booking without paying a cancellation charge in the event of ‘unavoidable and extraordinary circumstances’ occurring at the place of destination or its immediate vicinity which significantly affect the performance of the package or the carriage of passengers to the destination. If this happens we shall provide you with a full refund of the sums you have paid but will not be liable to provide you with compensation. ‘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.

  1. Insurance

You must take out travel insurance in order to take part in a tour organised by us. This is therefore a condition of your booking with us. Hidden Cultures Ltd can provide you with travel insurance through various providers. If you choose to not use Hidden Cultures Ltd to secure your travel insurance you are responsible for arranging your own insurance. We reserve the right to request a copy of your insurance policy and/or a receipt showing payment of the premium. A suitable insurance policy should provide adequate cover for medical expenses arising through illness or accident prior to or during the holiday and loss of holiday monies through cancellation and curtailment of the holiday for insurable reasons. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions. You should also ensure that there are no exclusion clauses limiting protection for the type of activities that you will be undertaking during your tour. You shall be responsible for indemnifying us in full in respect of any costs that we incur as a result of your failure to have adequate, appropriate and comprehensive travel insurance. We will decline any booking where adequate insurance has not been arranged. We reserve the right to cancel the booking, without any liability for refunds or compensation where appropriate insurance has not been arranged.

  1. Changes or Cancellations by Us

All tours should run as advertised but as we plan the tours 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 tour, we will make reasonable efforts if there is time before your scheduled departure to inform you as soon as reasonably possible but we will have no liability to you. Minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of carriers, changes to the mode of transportation, change of accommodation to another of the same or higher standard. Please note that carriers such as airlines used in the brochure may be subject to change.

We sometimes may have to make a major change to your confirmed booking. Major changes include the following, when made before departure:

  1. a change of accommodation area for the whole or a significant part of your time away;
  2. a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away;
  3. a change of outward departure time or overall length of your arrangements of twelve or more hours; and
  4. a significant change to your tour itinerary, missing out one or more destination entirely.

Cancellation: We will not cancel your confirmed booking less than 70 days before your scheduled departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, for example, the minimum number of clients required for a particular tour is not reached or if a tour is withdrawn or changed by our suppliers.

If we have to make a major change or cancel, 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:

  1. accepting another tour of equivalent or superior standard;
  2. a choice of specified travel arrangements of a lower standard to those previously booked together with a refund of the difference in price; or
  3. having a refund of all monies paid.

You must notify us of your choice within 7 days of receipt of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again within 3 days we will assume that you have chosen to terminate the contract and we will endeavour to refund all payments without undue delay and in any event no later than 14 days after the contract is terminated.

Once a tour has departed, itinerary changes may be necessary as a result of unforeseen circumstances, operational concerns, or concerns for your health, safety and well-being. Any changes are at our discretion. You acknowledge that you must have reasonable financial resources to cover incidental expenses during all travel with us, whether or not such expenses arise from a change of itinerary, and we are not liable for your failure to prepare adequately for travel and unforeseen circumstances which may arise during travel. We will not be liable for any indirect or consequential losses associated with any changes to a booking or itinerary.

Compensation: If we cancel or make a major change to your holiday less than 70 days before your scheduled date of departure, we will pay you compensation as detailed below. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before scheduled departure in which you notify usAmount you will receive from us
70 days or more£10.00
69-31 days£20.00
15-30 days£30.00
14 days or less£40.00

Important note: We will not pay you compensation in the following circumstances:

  1. where we make a minor change;
  2. where we make a major change or cancel your arrangements more than 70 days before your scheduled date of departure;
  3. where we have to cancel your arrangements as a result of your failure to make full payment on time;
  4. where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; or

where we are forced to cancel or change your arrangements due to Force Majeure (see clause 10).

Please note: where arrangements with a higher price than the original arrangements are offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if the arrangements offered by us and accepted by you are of a higher price than those originally booked by you and in the same location where no additional payment is made by you.

If we are unable to make alternative arrangements in the circumstances mentioned above, or if you reject the alternative arrangements as unsuitable, we are legally required to return you to the point of departure, where you started your trip with us.

If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.

  1. Force Majeure

Except where otherwise expressly stated in these terms and conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not have foreseen or avoided. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport and all similar events outside our or the supplier(s) control. Advice from the Foreign and Commonwealth Office to avoid or leave a particular country may constitute Force Majeure.

Brexit Implications: certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include changes to access to certain ports and airports, unavailability of certain flight routes and changes to the visa requirements of British citizens travelling to, within or through the EU. We will continue to monitor this and will advise you if we become aware of any confirmed bookings that will be affected. However, as these potential changes are completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will try to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

  1. Travel Trust Association

Hidden Cultures Ltd is a member of the Travel Trust Association (TTA), with membership number Q6971. TTA and TTA members will help you to get the most from your travel and assist you when things do not go according to plan. We are obliged to maintain a high standard of service to you by the TTA’s Code of Conduct.

For further information about the TTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact:

Travel Trust Association

3rd Floor, Albion House

High Street

Woking

Surrey

GU21 6BD

Tel: 01483 545 787

or www.traveltrust.co.uk

  1. Our Responsibilities to You

We will accept responsibility for the arrangements we agreed to provide or arrange for you 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 package, as set out in your booking confirmation. Subject to these terms and conditions, if we or our suppliers negligently perform or arrange those services and we do not remedy or resolve your complaint within a reasonable period of time, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors, following the complaints procedure as described in these terms and conditions and the extent to which we or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. 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.

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:

  1. the acts and/or omissions of the person affected;
  2. 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
  3. Force Majeure.

We limit the amount of compensation we may have to pay you if we are found liable under this clause as follows:

  1. 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;
  2. claims not falling under a. above and which do not involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times 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; and
  3. claims in respect of international travel by air, sea and rail, or any stay in a hotel:
  1. our liability to you will never exceed that of any carrier under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from us. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, 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 transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract;
  2. in any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under that Regulation as if (for this purpose only) we were a carrier; and
  3. when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

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 terms and conditions.

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 us and our insurers with all assistance they may reasonably require.

Please note that we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:

  1. which on the basis of the information given to us by you concerning your booking prior to us accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
  2. relate to any business.

We will not accept responsibility for services or facilities which do not form part of this agreement or where they are not advertised in our brochure or on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to ‘unavoidable and extraordinary circumstances’, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Departure point will be the location where you commenced your first travel arrangement booked through Hidden Cultures Ltd as listed on your booking confirmation. Please note that the 3-night limit does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided that we have been notified of these particular needs in advance. 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.

  1. Complaints

We do our best to try to ensure that your arrangements run as planned. However if you have a complaint about any of the tour arrangements, you must bring it to the attention of the tour guide or other representative of Hidden Cultures Ltd at the time so that they may use their reasonable endeavours to rectify the situation. Should the problem remain unsolved a complaint must be made in writing to us within 3 months after the completion of the tour. 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.

In the event that we are unable to resolve your complaint, you may apply to the TTA who can provide help, impartial guidance and independent arbitration.

  1. Your Behaviour

You must at all times strictly comply with all applicable laws and regulations of all countries and regions. Should you fail to comply with the above or commit any illegal act when on tour or if, in our opinion (acting reasonably), your behaviour is causing or is likely to cause danger, distress or material annoyance to others, we may terminate your travel arrangements or any product or service immediately at your expense and without any liability on our part. You will not be entitled to any refund for unused or missed services or costs incurred as a result of termination of our travel arrangements, including, without limitation, return travel, accommodations, meals, and incidentals.

You are responsible for any costs such as repair, replacement and cleaning fees incurred by us or our suppliers for property damage, destruction or theft caused by you while on a tour. You agree to immediately report any pre-existing damage to one of our representatives or staff of the accommodation, transportation service, or facility as soon as possible upon discovery. You agree to take all prudent measures in relation to your own safety while on tour including, but not limited to, the proper use of safety devices and obeying all posted signs and oral or written warnings regarding health and safety. Neither we nor our suppliers are liable for loss or damages caused by your failure to comply with safety instructions or warnings.

  1. Acceptance of Reasonable Risks

You acknowledge that travel and the products and services offered by us may involve risk to your health and safety. By travelling with us you acknowledge that you have considered any potential risks to health and safety. To the extent permitted by law, you hereby assume responsibility for all such risk and release us from all claims and causes of action arising from any losses, damages or injuries or death resulting from risks inherent in travel, including visiting foreign destinations, and participating in adventurous activities such as those included in tour itineraries or otherwise offered by us. You acknowledge that the degree and nature of personal risk involved depends on the products or services booked and the location(s) in which a product or service operates. There may be an increased degree of risk participating in physical activities, travel to remote locations, carriage by watercraft, or other high-risk activities, or travel to countries with developing infrastructure.

You agree that we are not responsible for providing information or guidance with respect of weather conditions, local customs, physical challenges or laws in effect in any locations where a tour, product or service is operated. You acknowledge you have considered the potential risks, dangers and challenges and your own personal capabilities and needs, and you expressly assume the risks associated with travel under such conditions.

  1. Conditions of Suppliers

Some of the services which make up your holiday 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 ourselves or the supplier concerned.

  1. Passports, Visas and Health Requirements

We can only provide general information about passport, visa, health and immigration requirements applicable to your itinerary. It is therefore your responsibility to check and fulfil these requirements. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

Please note that many countries require that passports are valid for six months after your return date. If your passport is in its final year, you should check with the Embassy or Consulate of the country you are visiting. Requirements can change and it is your responsibility to ensure that you comply with current passport, visa and health requirements and take all necessary documents with you to gain access to any country or region which forms part of the tour. For further information contact the UK Passport Office on 0300 222 0000 or visit https://www.gov.uk/browse/abroad/passports.

You should obtain a completed and issued European Health and Insurance Card (EHIC) prior to departure. Up to date travel advice can be obtained from the Foreign and Commonwealth Office at https://www.gov.uk/travelaware.

Non British passport holders, including 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.

You will be solely responsible for any cost, loss or damage which you incur as a result of a failure to obtain all necessary passports, visas and/or vaccinations. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

  1. Foreign office advice

You are responsible for making yourself aware of Foreign and Commonwealth Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. As the advice may change, we recommend that you keep up to date and check the situation closer to your departure date at https://www.gov.uk/foreign-travel-advice. Advice from the Foreign and Commonwealth Office to avoid or leave a particular country may constitute Force Majeure (see clause 10).

  1. Advanced Passenger Information

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our privacy policy.

  1. Financial Security

We provide financial security for flight-inclusive packages and ATOL protected flights by way of a [bond held in favour of the Civil Aviation Authority] under ATOL number [ ]. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

If you book arrangements other than a package tour with us (such as a tour not including flights), your monies are protected by way of our trust account held by the TTA.

  1. Delayed and Denied Boarding

If you miss your flight or other transport arrangement, it is cancelled, or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights with a European airline or flights operating from a European airport.

Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If your holiday arrangements include a flight and, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight inclusive holiday.

We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time). The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on your booking confirmation are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know. Please note the existence of a ‘Community list’ (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.

Our advertising material is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

  1. Images

You acknowledge and agree that, while participating in any tour, images, photos or videos may be taken by other participants, us or our representatives that may contain or feature you. You consent to any such media being taken and grant a perpetual, royalty-free worldwide, irrevocable licence to us, our contractors, sub-contractors and assigns, to reproduce them for any purpose whatsoever (including marketing, promotions and the creation of promotional materials by or with sub-licensees), in any medium whatsoever, whether currently known or devised at a future date, without any further obligation or compensation payable to you.

Accommodation images featured in our brochures and website are used for illustration purposes only. Your specific accommodation (where accommodation is included as part of your chosen tour) may differ from the representation provided.

  1. Disability or Illness

You must tell us before you book of any special needs you may have as result of any disability or medical condition, whether physical or mental health and we will do our best to accommodate you. This includes making any reasonable adjustments to the holiday itself and/or to the booking process. You may be asked to produce a doctor’s certificate / letter prior to travel. This information will be treated confidentially and will only be used to check that you are likely to be sufficiently fit and able to undertake your chosen holiday, and that any special requirements are passed on to our suppliers. If your, or any member of your party’s situation changes after you have booked (including where any medical condition or disability deteriorates or develops) you must let us know immediately. Travel with us may involve visiting remote or developing regions, where medical care may not be easily accessible and medical facilities may not meet the standards of those found in the UK. We and our suppliers make no representations and give no warranties in relation to the availability or standard of medical facilities in those regions. Whilst we will try to make any reasonable adjustments to the holiday itself, sometimes this may not be possible. Examples of where we may not be able to make a reasonable adjustment include:

  1. providing wheelchair access ramps to overseas hotels in remote locations;
  2. our staff pushing a customer in a wheelchair throughout the duration of the holiday; or
  3. provision of daily personal care whether for a physical or mental health condition.

It is your responsibility to tell us before you book whether you have any special requirements, limited mobility or medical conditions (either physical or mental health) that might affect your ability to take part in our tours. A reasonable level of fitness is required for our tours as some walking will be involved. If you are in doubt about the suitability of any of our tours please just ask but, it is vital that you seek confirmation from your own doctor to establish that you are sufficiently fit both physically and mentally, to travel and to undertake the excursions that may be required to undertake your tour. Where we can we will make any reasonable adjustments but where we cannot make such adjustments we may have to cancel your booking. We want to make our tours as accessible as possible, especially for those with disabilities. We can also advise against certain tours and excursions that might be challenging for a customer with particular medical issues. We cannot do this if you do not tell us of your needs, so please mention any relevant information to us before you book. In particular we need this to establish:

  1. any special requirements for air, coach, ferry or cruise ship travel so these are passed on to our suppliers;
  2. that we are aware whether your mobility may be limited or that you may need assistance on any part of the tour;
  3. whether you are taking medication and might require medical attention during your tour; or
  4. whether there might be any pre-existing medical conditions either physical or mental health that should be disclosed to your insurer (or to the insurer recommended by ourselves) and which could result in your insurance being invalidated. We can recommend a special travel insurance policy for those with existing medical conditions and would recommend that this or a similar policy be purchased prior to travel.

We will assume, unless you inform us otherwise, that you are in a good state of health both physically and mentally, to participate in the tour. If you do not tell us about any disability or medical condition which may affect your holiday arrangements and any resulting special needs, and we find ourselves in the position where you are at your UK departure point or on holiday and are unable to participate fully, then we reserve the right to:

  1. organise appropriate assistance or make any adjustments so you can continue with the holiday, and pass on the costs of doing this to you; and
  2. arrange your return to the UK, or to your home address if you have not departed the UK, and pass on the costs of doing this to you.

We reserve the right to take action in the interests of your health and safety, and the health and safety of our staff and other customers, should we need to do so. We can only accept your booking upon the clear understanding that we will not be liable if you do not inform us of such a condition and a travel operator refuses to accept you as a passenger.

  1. Data Protection/Privacy

We must collect your personal information to deliver your booking and any products or services booked. We collect, use and disclose only that information reasonably required to enable us and our third party suppliers to provide your booking, products and/or services that you have requested, as described in our Privacy Policy which can be accessed any time on this page.  and is expressly incorporated into these terms and conditions. By submitting any personal information to us, you indicate your acceptance of our Privacy Policy.

  1. Severance

If any provision or part-provision of this agreement is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of this agreement.

  1. Law and Jurisdiction

These terms and conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the law of England and Wales. We both irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms and conditions or their subject matter or formation.