originally booked. If a transfer can be made, an administration charge of £40 per person transferring his/her place if the Company is advised up to your balance due date or £100 per person if advised after your balance due date, together with any costs or charges incurred by us or incurred or imposed by any supplier(s) in making the transfer must be paid before the transfer can be made. Any overdue balance payment must also be received. For fl ight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the fl ight / an alternative fl ight.
5. If you cancel your booking Should the client wish to cancel, cancellation charges will be imposed. These are calculated from the day written or verbal notifi cation is received by the Company or their authorised travel agent as a percentage of the total tour price per person cancelling, excluding any amendment charges and insurance premiums. The cancellation charges shown below are those which will apply to most tours. However, some suppliers have conditions which require the payment of higher or different charges (including the imposition of 100% cancellation charges well in advance of the normal balance due date) which you will have to pay in the event of cancellation. You will be advised at the time of booking if this is the case for your tour. a) 60 and more days before tour start date – retention of deposit b) 59-42 days before tour start date – 30% or retention of deposit if higher c) 41-28 days before tour start date – 60% d) 27-14 days before tour start date – 90% e) Less than 14 days before tour start date – 100%
Amendment charges and insurance premiums are not refundable in the event of cancellation. It is strongly recommended that comprehensive travel insurance is taken out which includes cover against cancellation charges. Depending on the reason for the cancellation, you may be able to reclaim the cancellation charges (less any applicable excess) under the terms of the insurance policy. All claims must be made direct to the insurance company. In the event of the cancellation of a booking where the client is liable to pay to the Company cancellation charges in excess of the amount already paid to the Company at the time of cancellation, the client cannot transfer or add these charges to another booking or use any amounts paid to us in relation to the cancelled booking by way of part payment for another booking. Part cancellation of a booking may result in additional costs being payable by the remaining clients. Please also see clause 4b)
6. If you have a complaint Should the client have a complaint about any of their tour arrangements, the client must tell both the relevant supplier and the Company’s representative at the time. It is only if the Company and the relevant supplier know about problems that there will be the opportunity to put things right. Failure to complain on the spot may result in the client’s ability to claim compensation, if applicable, from the Company being extinguished or at least reduced. If the client’s complaint cannot be resolved on tour they should notify the Company in writing within 28 days of their return from tour. If the client has a dispute with the Company which we are unable to resolve, the client may call upon the low cost AITO Independent Dispute Settlement Service (details on request). Claims which exceed £2,500 per person or £10,000 per booking or claims which apply principally or exclusively in respect of (or as a consequence of) illness or physical injury are not admissible for settlement under the service. Please also see clause 1 Your Tour Contract.
7. Passports, visas and vaccinations Please see Information About Our Tours” section). Clients are responsible for arranging, and must be in possession of, a valid, acceptable passport and any visas and vaccination certifi cates required for the whole of their journey and tour. Information about these matters or related items (climate, clothing, baggage, personal gear etc) is given in good faith but without responsibility on the part of the Company. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation.
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If failure to have any necessary travel or other documents results in fi nes, surcharges or other fi nancial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
8. Travel and cancellation insurance Travel Insurance is mandatory for all clients whilst on a tour organised by the Company. Clients together with their personal property including baggage are at all times solely at their own risk. Clients are wholly responsible for arranging their own insurance. Clients not taking out the Company’s specially arranged travel/cancellation insurance are responsible for ensuring that they have alternative personal travel insurance with protection for the full duration of the tour in respect of at least medical expenses, injury, death, repatriation, cancellation and curtailment, with adequate and appropriate cover. Clients making their own arrangements should ensure that there are no exclusion clauses limiting or excluding protection for the type of activities included in their tour. Clients should satisfy themselves that all travel insurance purchased meets their particular requirements and should arrange supplementary insurance if need be. Please also read “Travel Insurance” and “Pre-Existing Medical Conditions and Travel Insurance” in “Information About Our Tours” section.
9. Consumer protection We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 2595). When you buy an ATOL protected air inclusive holiday* from us you will receive a confi rmation invoice from us confi rming your arrangements and your protection under our ATOL. In the unlikely event of our insolvency, the CAA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at
www.atol.org.uk. Where you book a “land only” tour with us, the arrangements we have contracted to provide will be protected by AITO Trust Ltd providing they were purchased in the UK or direct from Explore if purchased outside the UK. This means your money will be refunded or you will be returned to the departure point of your contracted tour arrangements if already abroad in the unlikely event of our being unable to provide your tour due to our insolvency. *The air inclusive holidays we arrange are ATOL protected providing either the person who pays for the booking is present in the UK when the booking is made or the fi rst leg of any fl ight or fl ights we arrange for you commences in the UK.
10. Tour participation and client responsibility Clients agree to accept the authority and decisions of the Company’s employees, tour leaders and agents whilst on tour with the Company. If in the opinion of any such person(s) or any other person in a position of authority (such as, for example, an airline pilot or hotel manager), the health, level of fi tness or conduct of a client at any time before or during a tour is endangering or appears likely to endanger the health or wellbeing of the client or any third party (including any other clients of the Company) or the safe, comfortable or happy progress of the tour, the client may be excluded from all or part of the tour without refund or recompense. Where a client is excluded, the Company will have no further responsibility towards them (including any return travel arrangements) and we will not meet any expenses or costs incurred as a result of the exclusion. In the case of ill health, the Company may make such arrangements as it sees fi t and recover the costs thereof from the client. If a client commits an illegal act (including, for example, causing any damage) the client may be excluded from the tour and the Company shall cease to have responsibility to/for them as above. No refund will be given for any unused services. When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result
of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises. If you have any medical condition or disability which may affect your active participation in your tour or the tour arrangements of any other person or have any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confi rm your booking so that we can assist you in considering the suitability of the proposed tour and/or making the booking. In any event, you must give us full details at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your active participation in your tour or the tour arrangements of any other person develops after your booking has been confi rmed.
11. If we change your tour While the Company will do its best to operate all tours as advertised, it reserves the right to change and correct errors in any of the facilities, services, itineraries described in this brochure and/or on our the website at any time before or after your booking is confi rmed. Most changes are minor. Occasionally, we have to make a signifi cant change. If a signifi cant change has to be made, the Company will inform the client as soon as reasonably possible, if there is time before departure. For “Guaranteed Departures”, we promise not to make any signifi cant changes to the “land only” itinerary unless we are forced to do so by force majeure (see clause 13). This guarantee does not, however, apply to any international or domestic fl ights which may be subject to change or cancellation in accordance with these conditions. Please also see “Will my tour operate?” in “Information About Our Tours” section for more information on “Guaranteed Departures”. A signifi cant change is a change made before departure which we can reasonably expect to have a major effect on your tour. Signifi cant changes are likely to include the following changes when made before departure; a change of the outward or return international fl ight departure time to/from the UK (where we have booked your international fl ight) or of the duration of your tour (excluding international fl ights) of 12 or more hours, a change of UK departure airport (except between any London airport including Stansted and Luton) to one which is more inconvenient for you (where we have booked your international fl ight) and, a major itinerary re-routing. Please note, a change of airline, any advertised mode of transport, named accommodation, fl ight time(s) for any fl ight other than any international fl ight to / from the UK or of the fl ight time(s) for the international fl ight to / from the UK we have booked this for you of less than 12 hours are not signifi cant changes unless otherwise expressly stated. If advised of a signifi cant change before departure the client will have the choice of accepting the changed arrangements (at additional cost if applicable), purchasing another available tour from the Company (paying or receiving a refund in respect of any difference in price) or cancelling the tour with a full refund of all monies paid to us. If we have to make a signifi cant change before departure we will as a minimum, where compensation is due, pay you the compensation payments set out in the table below depending on the circumstances and when the signifi cant change is notifi ed to you or your travel agent subject to the following exception. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. Such circumstances are likely to include those listed in clause 13 “Force Majeure”. No compensation will be payable and the above options will not be available where a change is a minor one. We regret we cannot meet any visa, vaccination or similar costs in the event of any change or cancellation by us. Similarly, as you are advised only to book fully fl exible connecting transport and other arrangements (such as pre or post tour accommodation) which can be cancelled or changed without charge, we cannot pay any cancellation, amendment or other charges you may incur in relation to any arrangements which you have to change or cancel as a result of any change to your tour. Period of notifi cation given Compensation
to you or your travel agent per person More than 42 days: 41-28 days: 27-14 days:
13 days-date of travel:
Nil
£20 £30 £40
Very rarely, we may be forced by “force majeure” (see clause 13) to change or terminate your tour after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
12. If we cancel your tour The Company reserves the right to cancel a tour in any circumstances but will not cancel a tour less than 8 weeks before the start of the tour except for force majeure (see clause 13), or the client’s failure to make all payments (including the fi nal balance and any surcharge) when due. Please note, except for “Guaranteed Departures”, our tours require a minimum number of participants to enable us to operate them. If any tour does not have the minimum number of participants required to make it commercially viable, we are entitled to cancel it. We will notify you or your travel agent of cancellation for this reason not less than 8 weeks before the start of your tour. For “Guaranteed Departures”, there is no minimum group size and we will not cancel the “land only” itinerary unless forced to do so by force majeure (see clause 13). Please also see “Will my tour operate?” in “Information About Our Tours” section for more information on “Guaranteed Departures”. If we have to cancel, we will tell you as soon as possible. If there is time to do so before departure and the cancellation does not result from your failure to pay, we will offer you the choice of purchasing an alternative tour offered as a result of consolidation or another available tour from the Company (in either case, paying or receiving a refund in respect of any difference in price) or receiving a full refund of all monies paid to us excluding Annual Insurance premiums if applicable. We regret we cannot meet any visa, vaccination or similar costs in the event of any change or cancellation by us. Similarly, as you are advised only to book fully fl exible transport and other arrangements which can be cancelled or changed without charge, we cannot pay any cancellation, amendment or other charges you may incur in relation to any transport or other arrangements which you have to change or cancel as a result of the cancellation of your tour. In addition, we will as a minimum, where compensation is due, pay you the compensation set out in the table in clause 11 above depending on the circumstances and when the cancellation is notifi ed to you or your travel agent subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care (such circumstances are likely to include those listed in clause 13 “Force Majeure”) or (2) we have to cancel because the minimum number of participants necessary for us to operate your tour has not been reached (see above). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time).
13. Force majeure Except where otherwise expressly stated in these conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any injury, damage, loss or expense of any nature as a result of “force majeure”. In these conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include whether actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, disease, fi re and all similar events outside our control.
14. Our responsibility for your tour Bookings are accepted on the understanding that clients appreciate and accept the possible risks inherent in adventure travel and that they undertake the tours, treks or expeditions
For more information and to book, go online at
www.explore.co.uk
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