To make a booking with us you will be asked to sign and complete our booking form, which can be submitted to us by post, fax or online. A booking will exist once we have issued our confirmation invoice. Your booking is made on the terms of these Booking Conditions. By making a booking, the first named person on the booking (the “Lead Passenger”) guarantees that:
A. they have authority to accept and do accept on behalf of their entire party the terms of these Booking Conditions.
B. t hey are over 18 years of age at the time of booking; and
C. where placing an order for services with age restrictions, all members of the party are of the appropriate age to purchase/use those services.
2. Payment and Deposit
When you make your booking, you will be requested to pay a non-refundable deposit. The deposit amount of £100 is per person. We will inform you what your deposit will be before you submit your booking form. If we are unable to offer you/your party a place on the tour requested by you, we will provide you with a full refund of your deposit.
The balance of the total price of your tour must be paid no later than 45 days before your tour departure date. If the deposit and/or balance is not paid in time we will treat the contract as cancelled by you. If the balance is not paid in time, we will retain your deposit.
If a tour booking is made within 45 days of the tour departure date, you will be asked to pay us the entire tour price at the time of booking.
The total price of your tour does not include additional costs, such as entrance fees, which you will be responsible for.
3. Financial Protection
We provide full financial protection for our tours in accordance with The Package Travel and Linked Travel Arrangements Regulations 2018.
For flight-based holidays this is through our Air Travel Organiser’s Licence number 10349 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email email@example.com. 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. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we are not 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 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.
For package holidays that do not include flights protection is provided by way of a bond held by ABTA – The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk. For further information please see www.abta.com .
We can change the price of your holiday after you have booked, but only in the following circumstances:
Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees being imposed by third parties including tourist taxes, landing taxes or embarkation/disembarkation fees at ports and airports or changes in currency exchange rates mean that the price of your tour may change after you have booked. However, there will be no change within 20 days of your departure.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that. If this means that you have to pay an increase of more than 8% of the price of your confirmed travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is lower in value), or cancelling and receiving a full refund of all monies paid to us, except for any amendment charges. Should you decide to cancel:
A. you must exercise your right to do so within 14 days from the issue date printed on your final invoice and
B. we will provide a refund of insurance premiums paid to us 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 cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. 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.
5. Single Supplement
There is no mandatory single supplement charge. Clients will share with the same sex in a twin or triple room. However, you can choose to book a single room at an additional cost. Where a tour consists of an odd number of clients, we will choose one customer at random to be upgraded to a single room at no additional cost. This is entirely at our discretion.
Travel insurance is vital and mandatory for your booking with us. It is your responsibility to ensure that you take out a comprehensive travel insurance policy to fully cover you for your entire tour including the cost of cancellation, curtailment, medical assistance/care, personal injury, death, illness, delays, your repatriation, loss or damage to baggage, personal possessions, personal liability, and legal expenses during your travel. There are insurances that now cover Covid-19 specifically so we recommend you check you have the correct mandatory cover should you need to cancel due to a Covid-19 reason. You must also ensure you’re your insurance covers all the activities which you intend to take part in (especially if they are high risk). Please ensure that you read your insurance policy carefully. We will require full details of your insurance before you travel.
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. We reserve the right to correct prices and other details in such circumstances. We also reserve the right to amend the price of any unsold tours/holidays at any time. You will be informed of the current price and all other details relating to the arrangements that you wish to book before you book with us.
8. Passports, Visas and Health Requirements
Your specific passport, visa, health and other immigration requirements (as applicable to your itinerary) are your responsibility, and you should confirm these with the relevant Embassies and/or Consulates.
We accept no responsibility for changes in visa, immigration or health requirements and you should check these requirements regularly to ensure that you comply with all necessary requirements. Current UK Government health and travel advice is available at:
- Passports: HM Passport Office on 0300 222 0000 or https://www.gov.uk/government/organisations/hm-passport-office
- Passports, visa, immigration and health - https://www.gov.uk/foreign-travel-advice
- Health - http://travelhealthpro.org.uk/countries and via your General Practitioner.
If you are a non-British Citizen, including other EU nationals, you should contact the Embassy, High Commission or Consulate at your intended destination to receive up to date advice on passport, visa, health and immigration requirements.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year you should check with the Embassy of the country you are visiting, or visit the links provided above.
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 or if you do not hold a valid passport, visa(s), permit, necessary certificates, logbooks or medical certificates (“Travel Documentation”). You agree to indemnify us in relation to any costs which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities or to hold the necessary Travel Documentation.
9. Amendment by You
If, after we have issued our confirmation invoice, you make a request to change your booking, we will do our best to make these changes, but we cannot guarantee that this will always be possible. Any request to make changes must be made by the Lead Passenger in writing. You will be asked to pay an administration charge of £50 per booking and any further cost we incur in making the required alteration(s). The costs could increase the closer to the tour departure date that changes are made, and you should let us know as soon as possible.
Certain travel arrangements may not be changeable after they have been booked and any request to change such travel arrangements could incur a cancellation charge of up to 100% of that part of the arrangements.
10. Transfer of Your Booking
You can transfer your booking to another person, who satisfies all the conditions that apply to your booking, by giving us notice in writing as soon as possible and no later than 7 days before your Trip’s departure date. Both you and the new traveller will be responsible for paying all costs we incur in making the transfer for you.
11. Cancellation by You - Pre-covid terms
You, or any member of your party, may cancel your travel arrangements at any time. Written notification of the cancellation must be received from the Lead Passenger and will take effect from the date that the notification is received at our offices/email inbox. We recommend that you use recorded delivery/ read receipts when sending your notice. Since we incur costs in cancelling the arrangements in your tour, you will have to pay cancellation charges as set out below (note – the exception to this below).
Charges for cancellation after the balance due date will vary due to the complex nature of our travel itineraries. Please note, the costs of many international flights are non-refundable. The full costs of cancellation will be communicated to you at the point of cancellation.
|Period when notice of cancellation is given before departure (standard terms)||Cancellation Charge|
|More than 45 days||Deposit only|
|Between 29 and 45 days||50% of total price paid|
|Between 15 and 28 days||75% of total price paid|
|Between 0 and 14 days||100% of total price paid|
Please note, if you have booked flights separately to your package holiday, cancellation charges for the flights will be applicable in addition to the cancellation fees outlined above.
You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.
12. Changes and Cancellations Made by us
It is unlikely that we will have to make changes to your tour, but since these tours are planned many months in advance, we reserve the right to make changes and/or cancel your booking.
We will not cancel less than 45 days before your departure date, except for Unavoidable and Extraordinary Circumstances, failure by you to pay the final balance or because the minimum number required for the package to go ahead hasn’t been reached. The minimum number will be provided to you with the holiday description, along with the time limit for us to tell you if the package has been cancelled.
If your tour is cancelled, you will be entitled to either a full refund of all monies paid or to an alternative tour of comparable standard from us where we are able to offer one (you will be refunded any price difference if the alternative is lower in value).
If a full refund is paid to you, we would reimburse you for your travel insurance premiums if you paid these to us and can demonstrate that you are unable to transfer or reuse your insurance policy. We will also pay you compensation as set out in the section entitled Compensation Payable below (but please note the exceptions provided below)
It is occasionally necessary for us to make changes to advertised products and services. In exceptional circumstances we may have to modify your holiday after booking and it is a term of your booking that we can make changes. We will advise you of any changes as soon as possible.
If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. No compensation is payable for insignificant changes.
If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your tour (for example, change of destination, or a change to a lower standard of accommodation), we will notify you and offer you the choice of (i) accepting the change or (ii) cancelling the tour and having a refund of all monies paid. You can also accept alternative arrangements if we are able to offer one (we will refund the price difference if the alternative is lower in price. We will let you know the procedure for making your choice. Please read any notifications carefully and respond promptly with your decision. If you do not respond within the timescale given your booking may be cancelled.
If a full refund is paid to you, we would reimburse you for your travel insurance premiums if you paid these to us and can demonstrate that you are unable to transfer or reuse your insurance policy. We will also pay you compensation as set out in the section entitled Compensation Payable below (but please note the exceptions provided below)
Where reference is made to this section, we will pay you the following compensation, unless one of the exceptions set out below apply:
|No. of calendar days’ notice prior to tour departure date||Compensation per passenger|
|More than 70 days||£0|
|Between 69 – 43 days||£10|
|Between 42 – 28 days||£20|
|Between 27 – 14 days||£40|
|Less than 14 days||£50|
The compensation we offer does not exclude you from claiming more if you are entitled to do so.
Note – if a full refund is paid to you as a result of us cancelling or making a significant change to your booking you will not be entitled to compensation if the cancellation/significant change is due to Unavoidable and Extraordinary Circumstances, failure by you to pay the final balance or because the minimum number required for the package to go ahead hasn’t been reached.
13. Flights and Airport Transfers
Where flights are not included in your tour price, it is your responsibility to ensure that your flights are organised to allow enough time to arrive promptly at the outset of the tour and coincide correctly with the end of the tour. We will not be liable in any way should you fail to meet this obligation and subsequently fail to arrive on time for the commencement of your tour.
Only arrival transfers from the airport to the tour assembly point are included in your package holiday/tour price. You are responsible for making your own arrangements to return to the airport at the end of your tour, as return journey airport transfers are not available.
14. Domestic Flights
We act as agent for all reservations for domestic flights offered in the country in question. Your contract will be with the principal advised to you at the time of making the reservation, the principal’s terms and conditions will apply to your domestic flight booking. These domestic flights do not form part of your tour package booked with us.
15. Unavoidable and Extraordinary Circumstances (e.g. Force Majeure)
For the purpose of these Booking Conditions, unavoidable and extraordinary circumstances mean a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken (“Unavoidable and Extraordinary Circumstances”). The situation includes, but is 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, sea, ice and river conditions, our inability to perform your tour arrangements as a direct result of the United Kingdom’s decision to leave the European Union and all similar events outside our or our supplier(s) control. Additionally, advice from the UK Foreign Office to avoid or leave an area or country may constitute an Unavoidable and Extraordinary Circumstance (we will follow the advice given by the UK Foreign Office).
16. Your Behaviour/Conduct
We appoint a tour guide to represent us throughout your tour. The tour guide shall have absolute discretion and authority to implement any necessary decisions to ensure the safe and timely running of the tour. You agree to accept the decisions of the tour guide and to comply with their, our employees and agent’s reasonable instructions always.
You agree to comply strictly with the laws and customs of all countries that you visit with us (including but not limited to those relating to health, immigration, exchange control, drugs or any other matter) and our Code of Conduct at all times.
You are expected to conduct yourself in an orderly and acceptable manner and shall not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority (including the tour guide), your behaviour or that of any members 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 or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made, and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions, and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs, we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
17. Travel Delays
Our tours include the services of major international airlines. Whilst these airlines are rarely subject to lengthy delays, there are regrettably occasions when delays do occur. In such circumstances we will provide you with prompt assistance. It is the responsibility of your airline to provide you with meals and refreshments in these circumstances and to cover other costs resulting from delay. You should also ensure that your travel insurance covers you for any costs arising out of long delays.
18. Our Liability
Tours operated or supplied by us have been designed to provide participants with an exposure to the true nature of the environment visited and therefore involve an element of potential risk and exposure to potential hazards over and above those associated with normal 'package' holidays. All bookings are accepted on the understanding that you appreciate and understand such risk and hazards.
We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018.
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: (i) you or another member of your party; (ii) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or (iii) Unavoidable and Extraordinary Circumstances.
Where permitted by law, we limit the amount of compensation we may have to pay you if we are found liable under this clause. Our liability, except in cases involving death, injury or illness, shall be limited to three times the cost of your tour. Our liability shall also be limited in accordance with and/or in an identical manner to:
A. The contractual terms of the companies that provide the travel services that make up your tour. These terms are incorporated into this booking; and
B. Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions.
You can ask for copies of the travel service contractual terms, or the international conventions, from us.
Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline, or any other service provider will be deducted.
If you wish to make a claim against us, you must follow the complaints procedures set out in these booking conditions.
Where any payment is made to you by us under this clause, the person(s) receiving it (and their parent or guardian if under 18 years) agree to assign to us and/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.
Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your tour. In any event, we shall not be liable for consequential losses incurred by you including, but not limited to, loss of profits.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible, of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, if you notified us of these needs at least 48 hours before the start of your holiday.
This entire clause does not apply to any separate contracts that you may enter for excursions or activities whilst on holiday.
19. Personal Belongings
We shall not be liable for any loss of or damage to baggage, personal possessions, passports and other documents or any consequential loss resulting there from, and our employees and/or agents are not authorised to accept responsibility for their safekeeping. We strongly recommend that you to take out insurance against loss of or damage to baggage and personal belongings.
20. Health and Fitness
You must satisfy us and yourself, prior to us confirming your booking, that you are fit and able to undertake and complete your chosen tour, as outlined in the relevant itinerary details published on our website or in our correspondence with you.
Certain tours may not be designed to accommodate your specific health requirements. Some tours require a high level of physical exertion. If you have an illness or disability, or you are undergoing treatment for such a condition you inform us before you book your tour with us so that we can determine whether the travel services included in your tour are suitable for your special health requirements. In this regard, we may require you to complete a medical questionnaire prior to booking with us so that we can share this information with the suppliers providing the services (where applicable). If special health arrangements are required by you, and this is possible, extra charges may be payable by you. If the tour is not suitable for your special requirements, we will let you know and provide you with an opportunity to change your tour (where possible, taking into consideration your special requirements). We reserve the right to cancel and/or decline your booking.
We will not be responsible in situations where you have failed to disclose your special health requirements with us, and you will not be entitled to compensation from us in these circumstances. We will not be liable for any consequences arising out of your failure to inform us including, but not limited to, an airline or other supplier’s refusal to perform the services on the grounds of safety.
It is your responsibility to ensure that provision is made by you for any treatment or medication that you require during your tour.
For tours that include any activities or travel in or on water including, but not limited to, diving, cruises, sailing, rafting or any other transfer by boat, you must declare at the time of booking if you are unable to swim. If you are unable to swim, we will not exclude you from a tour, except for a rafting or diving tours, but rather we will take additional precautions, where necessary, to ensure your safety.
It is a condition of your booking that you meet the requirements of a standard PADI diving medical questionnaire, which we will provide you with before you book with us. We reserve the right to cancel/refuse your booking if you do not complete this questionnaire or if you do not meet the necessary PADI requirements. We will not be responsible if you fail to disclose anything required in this questionnaire and you will not be entitled to any compensation from us in this regard. We will not be liable for any consequences arising out of your failure to accurately provide the information required in the questionnaire or for our or our suppliers’ refusal to allow you to participate in any part of the diving tour on the grounds of safety.
In addition, some activities may be unsuitable for young children and as such we impose the following age requirements:
A. no unaccompanied minors under 18 years of age are accepted on any of our tours.
B. there is a minimum age on all tours (other than family tours) of 15 if accompanied by an adult; and
C. In respect to family tours, there is a minimum age of 5 and a maximum age of 16 for all minors if accompanied by an adult.
D. There is a minimum age of 16 for quad bikes and rock-climbing optional activities.
23. Data Protection
The personal data we may need to store, and use include the names and contact details of you and your party, credit/debit or other payment details, passport details and where applicable, details concerning any disability, medical conditions or dietary requirements (which might disclose directly or indirectly your religious beliefs).
We are the data controller for the purposes of the Data Protection Act 2018. As such, we implement systems to ensure that adequate security measures are in place to protect your personal data at all times. This includes protecting any of your personal data that we send to our suppliers who process your personal data on our behalf for the purpose of your tour booking.
In some situations, it may be necessary to pass your personal data to suppliers based outside of the EEA, where the data protection and privacy rules are less stringent. In this situation we will only pass your personal data, to the extent required, where our suppliers have appropriate safeguards in place at the time of receiving your personal data to ensure its protection at the same (or equivalent) level of protection as that provided by us. We need to do this to ensure that your tour can be provided for. Examples of the suppliers that we share your personal data with include, for example, your airline, hotels, transport companies, credit/debit companies or bank. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or otherwise as required by law.
Your personal and sensitive data (the latter including but not limited to any medical conditions or disability that you may have) will only be passed to persons/suppliers that are responsible for the travel services making up your tour. We will not pass this information where it is not necessary for the performance of your contract with us.
We will retain your personal data for up to 7 years after you cease being a participant/customer with us so that we can comply with our legal obligations.
When your enter into a contract with us, we will request you/your party to consent to us using any comments, likenesses or images of you which are secured or taken on any of our tours in any media for promotional or marketing purposes including, but not limited to, brochures, slides, video shows or the internet. To the extent necessary you license us to use any images in whole or in part for these purposes. In entering into a contract with us you agree to bring this clause to your entire party’s attention.
You are generally entitled to ask us about the personal information we are holding about you or how it is being processed and you can request to modify your personal information at any time. You are also entitled to request that we delete your personal data. If you believe that any of the personal information you have provided us with is incorrect, please let us know immediately, since we are not responsible for any issues that arise as a result of you providing incorrect information. To make any of these changes or to request information concerning your personal data please contact us at firstname.lastname@example.org or call us on +44 (0) 118 9737 011.
24. Your Acceptance of Risk
When making a booking with us you do so accepting, understanding and appreciating that adventure travel and the tours offered by us may involve a significant amount of risk to your heath/safety. You agree to comply strictly with the laws and customs of all countries visited, whether in respect of health, immigration, exchange control, drugs, alcohol or any other matter. The Client agrees to comply with all reasonable instructions of the tour guides, employees and agents.
We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday and wish to make a complaint about any of the travel services included in your tour, you must inform your tour guide without undue delay who will endeavour to resolve this for you.
Additionally, contact numbers for our local suppliers will be provided to you before departure. You should contact the applicable supplier first as they will be best placed to resolve the problem quickly. Alternatively, you can contact us by telephone on +44 (0)1189 737 011 (24 hours).
If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us at email@example.com or writing to us at The Riad, 26 Matthewsgreen Road, Wokingham, Berkshire, RG41 1JU, UK giving your booking reference number 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. If you fail to follow the requirement to report your complaint in resort, we will have been deprived the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also refer to clause 26 below regarding ABTA).
We are a Member of ABTA, membership number [Y3529]. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, please visit www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com . You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/ . This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
27. Additional Assistance
If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
28. Travel Agents
When you buy a flight-based holiday, all monies you pay to the travel agent are always held by him/her on behalf and for the benefit of the Trustees of the Air Travel Trust. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies you pay to the travel agent are always held by him/her on our behalf.
29. Law and Jurisdiction
This booking is governed by English law and the jurisdiction of the English courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.
30. Travel Advice
31. Covid-19 Cancellation Policy
To give you the confidence to book with Nomadic we have made the following booking condition amendments. Tour balances are now due only 28 days before your tour departure date. This will give you plenty of time to be assured that your tour is going ahead and that you are also able to travel to Morocco. In the event you are unable to travel due to Covid-19, (evidence of a positive test or quarantine required) our Covid-19 cancellation conditions apply. In the event you change your mind or can’t travel for any other reasons, then our standard booking conditions apply.
1. If Nomadic Tours cancel your tour:
In the event that Nomadic Tours have to cancel your tour before departure, or a travel ban has come in to place in Morocco, you will receive a FULL REFUND of your deposit and NO balance payment will be due, or you can keep your credit on file for another departure within 18 months.
2. If a client cancels the tour:
FREE of charge postponement of your tour to be re-booked for travel within 18 months of the original departure date, or FULL cancellation at NO charge will be offered up to the departure date of your tour, if a travel ban or lockdown has come into place in the country you are departing from.
For Covid-19 sickness Cancellations (evidence must be provided):
You can transfer your trip to someone else with 7 days written notice, £50 admin fee applies.
Covid-19 Cancellation Conditions (Covid related cancellation):
Period when notice of cancellation for Covid-19 related issues apply:
More than 28 days Loss of deposit only
Between 15 to 28 days 75% of total price paid
Between 0 to 14 days Credit voucher for 18 months or claim on travel insurance policy
Standard Cancellation Conditions during the pandemic (non-covid cancellation):
Period when notice of cancellation for non-covid related issues apply:
More than 28 days Loss of deposit only
Between 15 and 28 days 75% of total price paid
Between 0 and 14 days 100% of total price paid
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to packages. The Company will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, the Company has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.
ravellers will receive all essential information about the package before concluding the package travel contract.
There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.
Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract, and this substantially affects the performance of the package, and the organiser fails to remedy the problem.
Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
The organiser has to provide assistance if the traveller is in difficulty.
If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. The Company has taken out insolvency protection with the Civil Aviation Authority under its ATOL Licence (number 10349). Travellers may contact this entity (which is also the competent authority) at Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email if services are denied because of the Company’s insolvency.
- More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at
For the purpose of this Code of Conduct, references to:
shall be references to Nomadic Expeditions Limited (trading as Nomadic Tours and Nomadic School Tours) registered at The Riad, 26 Matthewsgreen Road, Wokingham, Berkshire, RG41 1JU, UK under company number 3411151.
shall include all members included in your tour booking; and
shall mean – Teachers.
Increase international understanding through the promotion of travel and educational opportunities for participants; and
Promote ethical behaviour and responsible practices by participants in their dealings with each other and while interacting with different people and cultures.
Whilst taking part in our tours, you warrant and agree that you will comply with the following requirements of this Code of Conduct at all times:
Participants will observe the laws in all countries in which they travel to.
For school tours, the Leadership team has a special duty of care for the safety of all of their students.
Participants will take care to not harm our reputation or good name.
Participants will be respectful of the environment.
We encourage respect for the world’s cultures and the principles of democracy, freedom, human rights, respect for the environment, cultural diversity, and non-discrimination based on any race, religion, ethnicity, sex or political creed and expect all participants whilst travelling with us to also do so.
Participants will not engage or participate in any activity which can reasonably be expected to damage the reputation of us or, where they are travelling with their school, any school they are representing.
Participants will be aware of their own cultural values, biases and how they may impact on their views of others and shall be considerate towards others whilst taking part in any of our tours.
Produce no advertisements or publications of any sort which knowingly contain information that is likely to mislead customers or potential business partners.
Advise customers, insofar as is practicable, of passport and visa requirements which are necessary for any journey being undertaken.
Ensure that all contracts clearly specify the terms and time for payment of services rendered. The clients are responsible for payment as per agreed terms.
Act in good faith at all times in the performance of their contact with participants.
Ensure that all agreements regarding the provision of services with third parties specify the respective roles of principal and agent.
Respond promptly and fully to any correspondence from a member of the Leadership team in relation to any business transaction between them.
Ensure that in a timely manner they provide the Leader of the Tour with full and accurate information regarding all matters relevant to their contracts, including information related to:
The nature, condition and extent of their services and facilities
Discontinuation of or changes to any services
Not accept or use any propriety commercial information (such as client mailing lists) of another School / client which has been obtained or disclosed without the authority of that School / client.
Provide support to clients including, wherever possible, provision for emergency contact and assistance
Abide by our Code of Conduct and booking conditions and associated contractual documentation at all times.
Refrain from participating in any abusive behaviour of violence of any kind – such behaviour will not be tolerated and may result in a participant being removed from a tour with immediate effect.
Not engage in any form of physical relationship with any member of our team.
Where they are of permitted age and the area permits it, drink alcohol responsibly and not take any form of illegal drugs at any time during the tour. If alcohol consumption is illegal in the area, no participant will breach this law. Additionally, no participant under the permitted age will drink alcohol.
Give consideration to minimise environmental impact including, but not limited to, avoiding the use of non-reusable plastics (where possible), taking litter with them, not taking natural objects from sites visited or cause any damage to any such things or encourage begging.
Not take part in any water activities if they are intoxicated.
Public criticism can unfairly damage the reputation of a business. Accordingly, no participant will publicly claim an alleged breach of this Code of Conduct by a business or by Nomadic Expeditions Ltd unless and until it has provided evidence of the full details of the alleged breach of the Code of Conduct.
It is up to the participant to make a complaint as soon as possible rather than waiting until the end of the tour so that a Nomadic Expeditions Ltd guide has a chance to rectify the situation and deal with the complaint.
When a complaint has not been resolved by the Nomadic School Tours / Nomadic Tours Guide themselves, a participant may inform the Nomadic Expeditions Ltd Head Office of the alleged breach of the Code of Conduct.
Such reports must be in writing and must be accompanied by copies of all correspondence or material related to the alleged breach.
All reports of alleged breaches of the Code of Conduct will be treated by Nomadic Expeditions Ltd Head Office as confidential until a finding has been made.
Before considering a reported breach, Nomadic Expeditions Ltd Head Office will confirm that the participant, employee or business who is the subject of the alleged breach is informed of the complaint.
Nomadic Expeditions Ltd Head Office must provide the person or business who is the subject of the alleged breach with an opportunity to rectify or explain the offending behaviour.
Once it has carefully investigated the alleged breach of the Code of Conduct, our Head Office may decide that (a) no such breach has in fact occurred, or (b) determine that the person or business has in fact engaged in actions, practices or behaviour which is inconsistent with the spirit or articles of the Code of Conduct.
Where our Head Office finds a pattern of minor misconduct, it/he/she may decide that such a pattern in total constitutes serious or gross misconduct.
Where our Head Office finds that an alleged breach of the Code of Conduct by a person or business constitutes misconduct, it/he/she will re-evaluate the relationship with the person or business and possibly seek to remove or replace the person or business with a more reputable one.
Where the Code of Conduct is broken by a participant on the tour who is responsible for the School and the Leadership team, the participant will be disciplined by the Leader of the Leadership team. Depending on the level of the Code of Conduct breach, the participant may be asked to not take part in a certain activity or skip part of the tour. In extreme circumstances and based on gross misconduct, the participant may be asked to leave the tour at their own expense (and in accordance with our booking terms and conditions ).
Nothing in this Code of Conduct shall affect our or your rights under our booking conditions and any applicable laws (including the Package Travel and Linked Travel Arrangements Regulations 2018 and the Consumer Rights Act 2015 as amended, revoked and superseded from time to time.