All of the information on our website and in our brochures (including without limitation all text, images and designs) are copyright and all rights are reserved.
Please do not copy large sections of the content of our sales material. You can attribute links, or quote at most a single paragraph, providing you clearly acknowledge the source. If you would like to use larger extracts, or use our content in any other way, you must first contact us for permission in writing, failing which you will be breaching our copyright.
You may link to our website, provided it is clear that you are merely linking and not passing off our content as your own. You must not imply that our site endorses your site in any way.
All images on our website and in our brochures belong to Istoria Tours Ltd, Andrew Holmes and Warren Smith.
Website Terms & Conditions
BOOKING CONDITIONS - Scheduled and Bespoke Tours
These Booking Conditions form the basis of your contract with Istoria Travel; company number 14350562 (“we”, “us”, “our”).
Please read them carefully as they set out our respective rights and obligations.
In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made, or any other person added or transferred to a booking.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on
the booking that he/she:
Is over 18 years of age and where placing an order for services with age restrictions declares that all members of the party are of the appropriate age to purchase those services.
Has provided accurate information on the Booking Form, including but not limited to names, contact information and any special requirements.
Accepts financial responsibility for payment on behalf of all persons detailed on the booking will pass on all information regarding the booking to the other members of the group
1. Booking and Paying for your Holiday
A booking is made with us when you return your Booking Form, pay us the agreed deposit and we issue you with a booking confirmation. By asking us to confirm your booking and by paying a deposit, the person making the booking is taken to have accepted these booking conditions on behalf of all persons named on the booking.
You will be required to pay the following non-refundable deposit(s)/advance payments, with later payment of the remaining balance as follows:
To be paid at time of booking: £150.00 deposit per person
To be paid later: Remaining Balance no later than 10 weeks before departure.
Group Booking (8 or more passengers)
To be paid at time of booking: 20% on land arrangements or £200 per person, whichever is greater
To be paid later: Any extra deposit required e.g. for trains, cruises, villas, peak period travel (as advised at time of booking)
Balance 12 weeks before departure
Day Trips and Excursions
Payment required in full at time of booking. All payments are non refundable, though at our discretion we may allow transfer to another tour.
We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that confirms the details of your booking.
Please check your booking confirmation, invoice and all documentation carefully as soon as you receive them and contact us immediately if you think any details are incorrect. We regret we cannot accept any liability if we are not notified of any inaccuracies (for which we are responsible) in any documentation within ten days of our sending it out to you. We will do our best to rectify any mistakes notified to us outside these time limits but you must meet any costs involved in doing so.
Payment must be made in the currency stated on the invoice and you are responsible for any bank charges incurred. If we do not receive your balance in full and on time in accordance with the table above, we reserve the right to treat your booking as cancelled by you, in which case the cancellation charges set out in clause 13 below will become payable.
On occasion we may be asked by suppliers to make payment to them earlier than normal (e.g. to secure accommodation or other services in busy periods). Whilst they may have no contractual right to make such requests, failure to comply may result in the loss of confirmed arrangements. In such circumstances we reserve the right to ask you to make payment of the requested sum within a stipulated period and before the balance due date. We will of course try to avoid doing this if we can. Any such early payment will be non-refundable except as set out in clause 14.
2. Holiday Prices & Surcharges
We endeavour to ensure that all the information and prices on our website, in our brochures and other promotional materials are accurate. Hotel classifications given are for guidance only. They are not based on any international classification system, but are the subjective opinion of our staff or representatives. Photographs are indicative only and may not be of the exact room you have been quoted for. Prices do fluctuate and occasionally 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. We reserve the right to make changes to and correct errors in quoted prices at any time before your holiday is confirmed.
Once the price of your holiday has been confirmed, we will only increase or decrease the price in the following circumstances. A surcharge or refund (as applicable) will be payable if there are changes to transportation costs, park fees, government levies, VAT, dues, taxes, fees or similar. Such variations could include but are not limited to fuel, or cost changes which are part of our contracts with any other transport providers.
We will absorb and you will not be charged for any increase up to 2% of the price of your holiday (excluding any amendment charges). You will only 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 holiday (excluding amendment charges), you will have the option of accepting a change to another holiday, if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more, but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us (except for any amendment charges). Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you were unable to transfer or reuse your policy. Should the price of your holiday go down due to the changes mentioned above by more than 2% of your confirmed holidays cost, then any refund due will be paid to you. However please note that some apparent changes will have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 60 days of your departure. Please be aware that you may be subject to local tourist taxes, conservation levies and other taxes over which we have no control. It is your responsibility to ensure you are aware of the applicable taxes in your destination.
3. Special Requests
If you have any special requests (e.g. dietary requirements, hotel room), you must advise us in writing at the time of booking. We will advise hotels of any reasonable requests but regret we cannot guarantee they will be fulfilled. All requests will be subject to availability. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. We do not accept bookings that are conditional upon any special request being met and failure to meet any special request will not be a breach of contract on our part.
All efforts will be made to include all the activities mentioned in your itinerary. However we cannot be held responsible for adverse weather or other circumstances beyond our control. In such circumstances, we shall endeavour to arrange an alternative activity or attempt to refund you where possible. For certain activities you may be required to demonstrate a certain level of competence and we reserve the right to refuse your participation if it is felt that you could compromise your and/or another guest’s safety for any reason.
Attacks by wild animals are rare, but we cannot guarantee that attacks will not occur so observe all sensible precautions. We cannot be held responsible for injuries caused during an incident with a wild animal. Personal disclaimers may be required for potentially hazardous activities.
Age restrictions apply to many activities. We cannot be held liable for any accidents or injuries caused as a result of ignoring these specified minimum age requirements. Children may participate in age-appropriate activities, provided they are accompanied by a responsible adult. We reserve the right to change the minimum age requirements as we see fit, in accordance with health and safety concerns.
Please note we do not provide or arrange excursions other than those listed in your itinerary and forming part of the arrangements booked and paid for in the UK. Our local representatives and guides may put you in touch with local organisers of excursions if you request but we can have no liability for such excursions, as your contract for such excursions will be with the local company providing the services and not with us.
5. Travel Insurance
Adequate insurance is a condition of your contract with us. It is your responsibility to ensure that your insurance fully covers all elements of your trip including cancellation charges, pre-existing medical conditions, medical expenses, potentially hazardous activities and repatriation in the event of accident or illness. If you choose to travel without adequate insurance, we will not be liable for any losses, howsoever arising, in respect of which insurance cover would otherwise have been available.
6. Passports, Visas & Immigration Requirements
It is your responsibility to check and fulfil the passport, visa and immigration requirements applicable to your itinerary at your own cost. We are able to give general advice to British citizens holding a British passport, but non-British citizens and non-British passport holders should check with their embassy or consulate for their current situation. Requirements do change and you must check the up to date position in good time before departure.
It is your responsibility to ensure that you understand your visa responsibilities. You may need more than one visa, or multi-entry visas if you have multiple points of entry. Non British passport holders should obtain up to date advice on visa requirements from the embassy, high commission or consulate of your destination and any countries through which you will be travelling.
If travelling with a child under 18 years and only one parent is present, please be aware that you must have the permission of everyone with parental authority, before that child can be taken abroad. A letter from the relevant person is usually sufficient, which you must carry with you - as you may be required to present it at a UK or foreign border. The letter should contain the other person’s contact details and details about the holiday. If you are a single parent but your family name is different from the child’s, you are advised to travel with evidence of your relationship (eg birth certificate) and a divorce or marriage certificate. You should also check the requirements of the country you are travelling to as they may have additional specific requirements and the age limit up to which a person is considered a child may vary. It is your responsibility to comply with any such requirements.
We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa or immigration requirements. 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 these requirements.
7. Health Requirements
It is your responsibility to check and fulfil the health requirements applicable to your itinerary, including inoculations, anti-malaria tablets and similar as we can only provide general information on this. You must check your own specific circumstances with your doctor, nurse or travel clinic as applicable, in good time before departure (ie at least 10 weeks prior to travel). This includes obtaining a yellow fever certificate (which must be carried with you) in countries where this is required.
If your itinerary includes high altitude travel over 10,000 feet (3,048 m) and you suffer from circulation, heart or respiratory problems, you must consult with your doctor before confirming your booking.
8. Government Travel Advice
When travelling in third-world countries, take all sensible precautions. The Foreign and Commonwealth Office (FCO) travel advice unit monitors all overseas destinations. In order to be fully informed of safety, crime rates, political stability and local customs in the countries to which you will be travelling, you can obtain up to advice from their website https://www.gov.uk. On occasion it may be necessary to cancel trips, re-route itineraries or make other changes based on their advice.
9. Disabilities & Wheelchair Accessible Travel
When booking a holiday with us, you must be fit to travel. If you or any member of your party has any medical problem or disability which may affect your holiday, it is your responsibility to inform us of the full details in writing and ensure the services we provide are suitable. You will need to complete a supplementary questionnaire and if we reasonably feel unable to properly accommodate your particular needs, we reserve the right to decline your reservation.
If there are any changes to your condition between the date of booking and the date of travel that could affect your holiday, you must inform us in writing and we retain the right to cancel your holiday and impose the applicable cancellation charges, as per clause 13. Likewise if during your holiday you become unfit to continue with your travels, we retain the right to cancel the remainder of your travel arrangements, without any compensation and at no liability to us. If the reasons for the cancellation or curtailment are covered under the terms of your insurance policy, you may be able to reclaim these cancellation charges. This needs to be done directly with your insurance company.
If you do not disclose your disability in writing at the time of booking and this comes to our attention prior to your departure, we also retain the right to cancel your holiday and impose the applicable cancellation charges. If it comes to our attention during your holiday, we retain the right to cancel the remainder of your travel arrangements, without any compensation and at no liability to us.
Please note that our guides are there to provide accessible transport and guiding, but are not authorised to act as carers. This includes but is not limited to toileting and personal care, lifting, pushing of wheelchairs, administration of medication or any medical procedures. If you are unable to provide for your own personal care, you will need to travel with a carer who needs to be included in your booking. Be aware that in many of our destinations, accessible accommodation is limited and often not to the same standard as in your own country. Ramps may be required at times and your carer may need to lift you onto transport.
10. Force Majeure - Events Beyond Our Control
Except where otherwise expressly stated in these Booking Conditions, we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. 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 airport, port or river authorities, port or airspace closure, 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 the control of us or our supplier(s). Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
11. Your Behaviour
All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers 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 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 arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements 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. 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.
12. If You Change Your Holiday
If, after the contract between us has come into existence, you want to change any part of your holiday, you must inform us as soon as possible. This should be done by the first named person on the booking. We will do our best to assist, but we cannot guarantee that we will be able to meet your requested change. Where a change can be made, we will charge for any additional costs incurred including any costs imposed or incurred by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made, so you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee will be payable in accordance with clause 13.
Transfer of Booking: If any member of your party is prevented from travelling, that person may transfer their place to someone else providing we are notified not less than 30 days before departure and you pay an amendment fee of £50 per person transferring, meet all additional costs and charges incurred by us or imposed by any of our suppliers and the transferee agrees to these Booking Conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out in clause 13 will apply. No refunds will be given for passengers not travelling or for unused services.
Important Note: Certain arrangements (eg permits, tickets) may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
13. If You Cancel Your Holiday
If you or any other member of your party decides to cancel a confirmed booking, you must notify us in writing by email or recorded delivery post. As proof of receipt by email of your notification to cancel, you must receive and retain written acknowledgement from us. Your notice of cancellation will only take effect from the date on which your email is acknowledged or your letter is received by us.
The following cancellation charges are payable, which will be deducted from any monies you have already paid to us:
Period before departure
More than 90 days Loss of deposit
60 to 90 days Loss of deposit
Less than 60 days 100% of holiday cost
Period before departure
More than 90 days Loss of deposit
60 to 90 days Loss of deposit 50% of holiday cost
Less than 60 days Loss of deposit 100% of holiday cost
Please be aware that part-cancellation of a booking may lead to increased costs for the remaining members. Amendment charges are not refundable in any circumstances. No refunds will be given for meals or activities included in the booking that you choose not to use.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. This needs to be done directly with your insurance company.
Important Note: Certain arrangements (eg permits, tickets) may not be cancelled after they have been confirmed and could incur a cancellation charge of up to 100% of that part of the arrangements, in addition to the charge above.
14. If We Change Or Cancel Your Holiday
As we plan your holiday arrangements many months in advance, occasionally we have to make changes, correct errors in itineraries or cancel your booking and we reserve the right to do so at any time.
Changes: If we make a minor change to your land arrangements, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of minor changes include change of accommodation to another hotel of the same or higher standard. Occasionally we may have to make a major change to your confirmed arrangements. Examples of major changes include the following, when made before departure:
significant changes to your itinerary, e.g. missing out one or more destination entirely.
changes of accommodation to a lower standard for the whole or significant part of your holiday -
change in overall length of your arrangements
Please note that a change affecting a stay in a hotel during a tour, where the hotel itself is not the focus of the tour, does not constitute a major change.
Cancellation: We will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of Force Majeure (see clause 10) 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 travel arrangement is not reached.
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:
accepting the changed arrangements, for a major change
accepting an offer of alternative travel arrangements of comparable standard, if available (we will
refund any price difference if the alternative is of a lower value), or - having a refund of all monies paid.
You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements.
Insurance: If you accept a refund after we cancel or make a major change, we will provide a full refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy
Compensation: If we cancel or make a major change to your holiday less than 60 days before 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 departure in which we notify you
Amount you will receive from us per person
60 days or more £0
59 - 40 days £10
39 - 28 days £15
27-15 days £20
14 days or less £30
Important Note: We will not pay you compensation in the following circumstances:
where we make a minor change
where we make a major change or cancel more than 60 days before departure
where we have to cancel your arrangements due to your failure to make full payment on time
where the change or cancellation by us arises out of alterations to the confirmed booking requested by you
we are forced to cancel or change your arrangements due to Force Majeure (see clause 11)
Please note that 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. We will not pay compensation when such compensation is equal to or greater than the price difference between your original booking and the revised arrangements of higher quality, where no additional payment for the revised arrangements has been made by you.
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.
15. Cutting Your Holiday Short
If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and any claim must be made directly with them.
16. Our Responsibilities
We undertake to ensure that all parts of the holiday we have agreed to arrange as part of our contract with you will be provided with reasonable care and skill. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which 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:
the acts and/or omissions of the person affected; or
the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
unusual or unforeseeable circumstances beyond ours or our suppliers’ control, the consequences of which could not have been avoided even if all due care had been exercised; or
an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) Loss and/or damage to any luggage or personal possessions (including 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 assumed to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel:
The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The 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). 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.
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 the Regulation as if (for this purpose only) we were a carrier.
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 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 ourselves and our insurers with all assistance we may reasonably require.
Please note we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which:
on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or - relate to any business.
We will not accept responsibility for services or facilities which do not form part of our agreement. 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. Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
17. Assistance in Resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements.
We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (eg hotel manager) and our local representative immediately, as problems can be dealt with most easily on the spot. If you do not report a problem or complaint which, if it had been reported at the time it occurred, could have been resolved there and then, we cannot accept any liability in respect of that problem or complaint. When you are travelling in the developing world, please be aware that you may need to be reasonably resourceful if things go wrong. If your complaint is not resolved locally, please contact us directly and we will investigate as soon as possible.
If the problem cannot be resolved and you wish to complain further, you must write to us at our office within 28 days of your return, setting out full details of your complaint. Failure to follow this complaints procedure may affect ours and the applicable supplier’s ability to investigate your complaint, and may affect your right to claim compensation.
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/
19. Data Protection
We will hold any personal data you supply us with (such as name, address, passport number and date of birth) on our database in accordance with the Data Protection Act 1998 and the General Data Protection Regulation 2018. We will need to share some of this information with third parties (including suppliers and airlines) to arrange and provide your holiday. This means we will be passing your details to third parties outside the United Kingdom, where less stringent data protection controls may be in place.
We also may need to disclose your data to public authorities or regulatory bodies such as immigration, to monitor or enforce compliance with applicable rules. According to IATA Resolution 830d, we are required to provide airlines with passenger emails and mobile phone numbers so that airlines can contact passengers regarding operational difficulties.
20. Supplier Conditions
Many 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.
If you book a holiday with us during the Covid-19 pandemic, you confirm that you have checked, understand and accept the FCDO travel advice relating to your chosen destination, including where there may be a requirement on you to quarantine either at your destination, or upon your return to your home country, and understand and accept that there is a heightened risk of travelling during the Covid-19 pandemic, beyond that associated with travel during ordinary times.
You also confirm:
(a) you acknowledge and accept that there is a heightened risk associated with travelling during a
global pandemic, including a risk you may contract Covid-19;
your holiday destination and you have made an informed decision to book your holiday;
(c) you shall comply with all rules, regulations, laws and requirements imposed on you, whether by governmental or regulatoryauthorities, suppliers, airports or ports, in relation to Covid-19, including (but not limited to) any requirement on you to self-isolate, whether in destination or upon your return home; to submit to a Covid-19 test (including temperature testing or a swab test); or to provide contact details for the purposes of track and trace;
(d) where you make a booking to a destination subject to the FCDO advisory against non-essential
travel, you accept that once your booking has been confirmed, if you decide not to travel due
to the FCDO advisory, you will have to pay our standard cancellation charges;
(e) where, at the time of booking, your chosen destination is exempt from the FCDO advisory against travel, you acknowledge that this may change with very little or no notice, and if it does, you will not have the right to cancel your booking and receive a full refund. If you choose to no longer travel in these circumstances, you will have to pay our standard cancellation charges;
(f) You confirm that you are authorised to accept this Acknowledgment of Risk on behalf of yourself
and all travellers named on your booking.
For up-to-date travel advice from the UK government, visit www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk. We recommend that you consult these websites before booking in order to make an informed decision about your chosen destination, and again before departure.
You must purchase specialist travel insurance policy available which includes specific cover for Covid-19 related issues and incidents which may affect your travel arrangements and/or travelling to a destination subject to a FCDO advisory against travel. It remains your responsibility to read and understand the insurance policy and ensure that it is suitable and adequate for your particular needs. Please read your policy details carefully and take them with you on holiday. If you choose to travel without adequate insurance cover, we will not be liable for any losses suffered by you in respect of which insurance cover would otherwise have been available.
Additional Cancellation Conditions
Where you are choosing to travel to a destination subject to the FCDO advisory against non-essential travel, you accept that once your booking has been confirmed, if you decide not to travel due to the FCDO advisory, you will have to pay our standard cancellation charges. You are not entitled to cancel and receive a full refund in these circumstances, as it is assumed and you confirm that you have made your booking with full knowledge of the FCDO advisory against non-essential travel.
Where your chosen destination is exempt from the FCDO advisory against non-essential travel at the time of booking but is subsequently removed from the FCDO exemption list and at that point becomes subject to the FCDO advisory against non-essential travel, you accept that you will not have the right to cancel your booking and receive a full refund. If you choose to no longer travel in these circumstances, you will have to pay our standard cancellation charges, as you made your booking with full knowledge of the risks of travelling during the Covid-19 pandemic.
Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
(a) If you, or anyone in your booking party, test positive for Covid-19, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.
If this happens within 14 days of your departure date, you must contact us immediately as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:
a. Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by suppliers);
b. If not everyone on the booking is affected, you will have the right to transfer your land arrangements to another person nominated by you, subject to their compliance with the requirements within our booking conditions. Flights, however, are not usually transferrable and will be forfeited;
c. Cancelling your booking, in which case we will impose our standard cancellation charges as at the date of cancellation by you.
You may be able to claim these costs back from your travel insurance – please check your policy wording.
If this happens whilst you are on your holiday, please notify us immediately. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you.
Your travel insurance may cover some of these costs for you – please check the policy wording.
(b) You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied boarding, entry to the destination, access to the travel services or you are otherwise unable to proceed with your holiday, or any part of the holiday, or you are required to self-isolate within the destination. Your travel insurance may cover some of these costs for you – please check the policy wording.
Your holiday experience
You acknowledge that the suppliers providing your holiday will need to comply with national and/or local guidance and requirements relating to Covid-19 and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face- masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability and temperature testing. We do not expect these measures to have a significant impact on your enjoyment of your holiday and all measures will be taken with the purpose of securing your safety and those around you.
22. Jurisdiction and Applicable Law
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. 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.
How We Collect Personal Information
We take the privacy of our customers seriously. We pledge to only collect from you personal information that is necessary and to safeguard all such information. We will use it responsibly and will only retain it for a reasonable length of time (normally 7 years after you have returned from your holiday).
We will never pass your details to a third party for marketing purposes.
How We Collect Personal Information
When you request information about our services we collect information. This includes but is not limited to your name, email address, phone numbers and details of your travel plans. We will only use this information to respond to your enquiry and provide you with the services, information or products you have requested. We also collect information when you request a brochure, complete customer surveys, provide feedback and participate in competitions.
If you ask to be kept up to date with special offers and other information, your email address will be used to send you promotional materials, but you are free to unsubscribe from this at any time using and link provided or requesting to be removed from our database.
Technical Website Information
Our website collects your personal information in two main ways:
We collect and temporarily store certain technical information about your visit to our website for use in site management and security via a secure third party (Wix) that hosts our website. This information includes, but is not limited to:
Your IP address
Browser (e.g. Chrome, Internet Explorer)
Website and page used to access our website
Date and time of your request
URLs of pages visited
This information is to collate statistical information about our website and to assist with maintenance and troubleshooting. With this data we learn about the number of visitors to our site and the types of technology used. No attempt is made to identify individual users or to link you personally to any of this information. These data logs are retained temporarily for security and site management purposes only.
We use "cookies" to store and collect information regarding your usage of our website. Cookies are small data files placed by our website on your computer's hard drive or in your browser memory, which are sent back to us each time you make another request for a page or information from our website. Your computer will only share the information in the cookie with the website that provided it and no other website can request it. Cookies identify a computer browsing a website, not an individual. Our website places cookies on your computer of the following types:
Temporary Session cookies: These are cookies which we use to help you navigate around our website. They last only as long as your web browser is open. Once you close your browser, the cookie disappears. Session cookies are not stored permanently on your computer and they expire 20 minutes after you finish using our website.
Google Analytics cookies: These cookies are used to collect information about how visitors use our website. They allow us to analyse how visitors locate and navigate through our website, which helps us improve our website and offer richer and more relevant content. Google Analytics cookies remain on your computer indefinitely. They collect information in an anonymous form, including the number of visitors to the site, where visitors have come from and the pages they have visited. They contain no personal information and are not used to identify you personally or to track you outside of our website. To find out more about how Google uses this data, please visit their website: www.google.com/policies/privacy/partners/
How We Use Your Personal Information
We use your information to process your holiday booking and ensure your travel arrangements run smoothly and meet your needs. This requires us to pass on your information to our suppliers such as airlines, hotels, excursion providers and transport companies. Most of these suppliers are based outside the UK and Europe, where data protection laws are not as strong.
We also provide your information to government and public authorities, when we are required to do so to provide your holiday.
The data we collect is used to manage your account, personalise your use of the website and, if you agree, to contact you for marketing purposes about other products and services that we think may be of interest to you. If you have consented to receive marketing, or if we have a legitimate interest to contact you, you may opt out of our newsletter at any time.
Access to your Information
You have the right to request a copy of the information that we hold about you. You also have the right to request that we correct or remove your data, when there is no legal basis for us keeping it. Please note that when these rights are exercised, we will conduct identification checks in order to ensure that your privacy is safeguarded. You can conatct us at any time to amend the data that we hold.