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Booking Conditions - Jump to condition: 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23

Booking information

Please note, this Booking Information along with our Booking Conditions form part of your contract with The Natural Travel Collection. Please read this Booking Information and our Booking Conditions as they set out our respective rights and obligations. Our Booking Conditions set out the definitions of words used below.

1. Making your booking

To confirm a booking, you should provide us with the information requested on our booking form either verbally, by completing and returning the booking form or in writing by some other means (such as e-mail or using our Online Booking facility). All bookings are subject to our Booking Conditions. The lead passenger must be authorised by all participants or their parent or guardian where the participant is under 18, to make a booking with us on the basis of our Booking Conditions. By asking us to proceed with a booking, the lead passenger confirms that he / she and all participants have had the opportunity to read and have read the Booking Information and the Booking Conditions and agree to them. The lead passenger is responsible for making all payments due to us as set out in more detail in clause 2 below. The lead passenger must be at least 18 years old when the booking is made.

Once we have received the information we need to make the booking and all appropriate payments, we will, subject to availability, confirm your booking by issuing a confirmation invoice. This invoice will be sent to you or your travel agent. Please check your invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 14 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits.

2. Payment

The applicable deposit (as set out in Table A below) per person must be paid at the time of booking. If you wish to purchase the insurance policy we offer, all applicable premiums must also be paid at the time of booking. Please see clause 4 below on the subject of insurance.

The final balance of the price is due no later than the date set out in Table A below. If a booking is made after this date then the full amount is payable at the time of booking

Table A

  • On booking: £100 per person or 10% of the holiday cost as a deposit (whichever is the greater). For some holidays we may request a higher deposit to cover non refundable elements of the holiday payable by us to our suppliers on booking or prior to balance due date.
  • Eight weeks before departure: Balance of the total holiday cost.

3. Special Requests and medical problems / disabilities

If you have a special request, you should inform us of it in writing at the time of booking. We will advise the relevant supplier of your requirements, but we cannot guarantee that such requests will be met unless we have specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as 'standard' bookings subject to the above provisions on special requests.

If any participant has any medical problem or disability which may affect your holiday, you must tell us before the lead passenger confirms your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. You must also notify us of any change or deterioration in the disability or medical condition or development of any disability or medical condition after booking.

In view of the nature of the holidays featured in this brochure and on our website, we regret we must reserve the right to decline any booking or cancel (in the event of the development, deterioration or change of any disability or medical condition occurring after confirmation) whenever we reasonably feel unable to accommodate the needs or restrictions of any particular client or where, in our reasonable opinion, the medical condition or disability of the client concerned is likely to have a significant adverse effect on other clients taking the same holiday. We further reserve the right to cancel any holiday and impose cancellation charges if we are not fully advised of any relevant disability or medical condition at the time the booking is made and/or promptly notified of any development, change or deterioration occurring after booking. On occasion, the decision for us to cancel may be made at the time the person concerned joins the tour as it may only be apparent at this stage that their disability or medical condition cannot be accommodated.

Any client affected by a disability or medical condition must ensure they have notified this to their travel insurers and that their travel insurance will cover it. As it is a condition of booking that all clients have adequate and appropriate travel insurance, we are entitled to insist on evidence that the disability or medical condition is covered.

4. Insurance

The lead passenger is responsible for ensuring all participants have adequate and appropriate insurance. The insurance must as a minimum cover personal accident, medical expenses, loss of effects, repatriation costs and all other expenses, which might arise as a result of loss, damage, injury, delay or inconvenience. This policy must include a minimum cover of £5,000,000 for medical and repatriation expenses. Policy details should be read carefully and taken on holiday with you. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. Details of the policy we offer are shown in this brochure and on our website.

5. Passports, visas, permits, certificates and health

All participants must be in possession of a valid passport and all visas, permits and certificates, including medical certificates required for the whole of the holiday booked. It is your responsibility to obtain these unless you are expressly advised otherwise by us. All information and advice given by us on visas, vaccinations, climate, clothing, baggage, special equipment etc. is given in good faith. The lead passenger must ensure that all participants are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. 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 correct documentation. If you are not a British citizen or hold a non British passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us or costs incurred by us, you will be responsible for reimbursing us accordingly.

We require details of the passports held by all participants no later than 6 weeks prior to departure. A full British passport usually presently takes approximately 2 to 4 weeks to obtain unless you are 16 or over and are applying for a first passport. The UK Passport Service has to confirm your identity before issuing such a passport and may ask applicants to attend an interview in order to do this. A minimum of 6 weeks should be allowed in this case. If any participant does not have a passport or will need to renew it prior to departure, they are recommended to apply at least 3 months in advance.

For travel to and via the USA, every person travelling (including children) must have a visa unless they qualify for the Visa Waiver Program (VWP). Most British citizens travelling on holiday will qualify for the VWP but please see the important note below. All visitors who are eligible for the VWP must now apply for authorisation to travel to the US in advance in accordance with the Electronic System for Travel Authorization (ESTA). For authorisation to travel you must complete an online application on the ESTA website (details below) at least 72 hours before your flight to the US departs but you are recommended to apply earlier. Providing the application is accepted, you will be provided with approval via the website. Approval is usually provided very quickly but can take up to 72 hours if data needs to be checked. You should make a note of the ESTA approval number when you receive it.

Please note; authorisation to travel under ESTA does not guarantee entry into the United States; that decision rests with the immigration official at the point of entry in the same way that travellers currently entering the U.S. under the Visa Waiver Program or with a visa are subject to inspection. Warning: If your passport has ever been reported lost or stolen to the authorities and then recovered, please do not attempt to use it for travel to the United States. If you input the passport details into ESTA, your application will be denied. It is your responsibility to obtain ESTA approval or a US visa if required. If you fail to obtain authorisation to travel through the ESTA website or a US visa in advance of travel, you will not be allowed on your outbound flight to the US. Full cancellation charges will then apply.

The ESTA website can be found at https://esta.cbp.dhs.gov/esta.

Important note: Not all British visitors to the USA will qualify for the Visa Waiver Program. You cannot apply for the VWP and will require a visa if you do not have a machine readable passport. All new style, burgundy coloured UK passports are machine readable. You will also need to apply for a visa if you have ever been arrested (even if you were not convicted of an offence) or have a criminal record of any description. Other exemptions also apply. If you are in any doubt as to whether you may require a visa, please contact the US Embassy, Consular Information Unit, 24 Grosvenor Square, London W1A 1AE or visit the website www.usembassy.org.uk before making your booking. Further information on entry requirements for the USA is available at http://travel.state.gov. You must check entry requirements at the time of booking and in good time before departure as requirements may change.

Requirements generally and for any country may change and you must check the up to date position in good time before departure with the embassy or consulate of the country(ies) you are travelling through and to.

It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org. Information on health abroad is also available on www.nhs.uk/Livewell/Travelhealth. For holidays in the EU/EEA you should obtain an EHIC (European Health Insurance Card) prior to departure from www.ehic.org.uk. An EHIC is not a substitute for travel insurance. Vaccination and other health requirements/recommendations are subject to change at any time for any destination. Please therefore check with a doctor or clinic not less than six weeks prior to departure to ensure that you have met the necessary requirements and have the applicable information.

The Foreign and Commonwealth Office publishes regularly updated travel information on its website www.gov.uk/foreign-travel-advice which you are recommended to consult before booking and in good time before departure.

6. Minimum Numbers and effect on price of party/group size

Some of the holidays featured in this brochure require a minimum number of participants before we can operate them. The applicable minimum number depends on various factors and varies from tour to tour. If the group size drops below the minimum number, we reserve the right either to cancel or to run the trip. There is therefore no guarantee that the holiday will have more than one family participating. We promise to advise you no later than 6 weeks prior to departure if we have to cancel your holiday due to lack of numbers. Clause 5 of our Booking Conditions will then apply.

For groups, the price per person given at the time of booking is based on a particular number of participants. If the group size changes at any time prior to departure (including where confirmed participants cancel without being substituted and pay less than 100% cancellation charges), we reserve the right to re-cost the trip and the per person price. Any increase in the price will be payable by all remaining participants. The increase will not be a surcharge and accordingly will not be subject to the surcharge provision set out in clause 4 of our Booking Conditions.

7. Tailor-made prices

Our tailor-made prices are based on two people travelling together and sharing a room. If you require a single room, please ask us to quote the appropriate supplement.

8. Variation of conditions

No variation of these Conditions may be made unless this is done in writing by one of our Directors.

Booking Conditions

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The following Booking Conditions together with the Booking Information form the basis of your contract with The Natural Travel Collection. Please read them carefully as they set out our respective rights and obligations. These Booking Conditions and the Booking Information only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract. All references in these Booking Conditions to "booking", "contract", "itinerary", "tour" or "arrangements" mean such holiday arrangements.

The following words have the following meanings in both these Booking Conditions and the Booking Information., References to 'you', 'your', 'party', 'group' and 'participant(s)' means all persons (or any of them as the context permits or requires) named on the booking (including anyone who is added or substituted at a later date). In relation to all communications between us, 'you' means the lead passenger. 'We', 'us' and 'our' means The Natural Travel Collection. The 'lead passenger' means the adult who makes the booking with us in accordance with clause 1 of the Booking Information. We will communicate with the lead passenger and only the lead passenger should communicate with us.

In order to make a booking, please follow the procedure set out under Booking Information.

1. A binding contract between us and you comes into existence when we despatch our confirmation invoice to the lead passenger or your travel agent. We both agree that English law (and no other) will apply to that contract and to any dispute, claim or other matter of any description that arises between us ("claim") (except as set out below). We both also agree that any claim (and whether or not involving any personal injury) must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have the contract and your claim governed by the law of Scotland or Northern Ireland as applicable (but if you do not so choose, English law will apply).

2. Payment must be made as set out under Booking Information. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all payments which are paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in Table B depending on the date we reasonably treat your booking as cancelled.

If you make your reservation through a travel agent we shall address all communications to the agent. Except for flight inclusive bookings, all monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until we issue our confirmation invoice. After that point, your agent will hold the monies on our behalf until paid to us. For flight inclusive bookings, all monies paid to any authorised travel agent of ours for your holiday with us will be held on behalf of and for the benefit of the Trustees of the Air Travel Trust subject to the travel agent's obligation to pay such monies to us in accordance with our trading terms unless we fail. In the unlikely event of our financial failure, all monies then held by the travel agent or subsequently paid by you to the travel agent will be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation on the agent to pay such monies to us.

3. If you wish to make any alterations to your holiday we will make every reasonable effort to accommodate these, but cannot guarantee that alterations will be possible. If the alterations you request are possible, these will be subject to payment of any amendment or other charges imposed or incurred by the relevant supplier plus the sum of £50 per booking for each change to cover our administrative costs. Requests for amendments must be made in writing by the lead passenger. Any cancellation of the entire booking or of the booking of any participant must be notified to us in writing by the lead passenger. The date on which the letter is received by us will determine the cancellation charges applicable. The applicable cancellation charges will be as set out in Table B (below) and are expressed as a percentage of the total holiday price (excluding amendment charges and insurance premiums) payable by the participant(s) cancelling. Amendment charges and insurance premiums are not refundable in the event of your cancellation.

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.

Table B - Cancellation Charges

  • More than 56 days before departure: deposit
  • 45 - 56 days before departure: 50%
  • 31 - 44 days before departure: 75%
  • 30 days or less before departure: 100%

Please note, deposits are not refundable in the event of your cancellation except as set out in these Booking Conditions. Deposits include any additional amounts payable at the time of booking to cover non refundable elements of the holiday which need to be paid to suppliers at this stage or prior to balance due date. Partial cancellation may result in additional costs being payable by the remaining participants - see clause 6 of the Booking Information.

4. Prices quoted are based on costs and exchange rates as known at the time of preparation of the brochure (£1 = US$1.58 in June 2015) or at the time your quotation is given to you in the case of tailor-made itineraries. 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 chosen holiday has been confirmed at the time of booking, we will only increase or decrease it in the following circumstances. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, in the event of a change in transportation costs (e.g. fuel, scheduled airfares and any other airline surcharges which are part of the contract between airlines (and their agents) and the tour operator) or in dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports or in the exchange rate(s) which have been used to calculate the cost of your holiday. Even in the above cases, only if the increase in our costs exceeds 2% of the total cost of your holiday (excluding insurance premiums and any amendment charges) will we levy a surcharge. If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), the lead passenger will be entitled to cancel the booking and receive a full refund of all monies paid to us (except for any amendment or previously levied cancellation charges) or alternatively purchase another holiday from us as referred to in clause 5 below. Although insurance (where purchased through us) does not form part of your contract with us or of any 'package', we will consider an appropriate refund of any insurance premiums paid to us if you can show you are unable to use/reuse or transfer your policy in the event of cancellation or purchase of an alternative holiday. Where a surcharge is payable, there will be an administration fee of £5 per person. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection in place.

A refund will only be payable if any decrease in our costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of the decrease in our costs.

You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to cancel or purchase another holiday where applicable. If you do not tell us that you wish to do so within this period of time, we are entitled to assume that you will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later.

We promise not to levy a surcharge within 30 days of the start of your holiday. No refunds will be payable if any decrease in our costs occurs within this period either.

5. We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we reserve the right to do so.

Most changes are minor. Occasionally, we have to make a "significant change". A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a major effect on your holiday. Significant changes prior to departure, include; a change of outward departure time or overall length of time you are away of twelve or more hours*, a change of UK departure point* to one which is more inconvenient for you and a significant change of itinerary missing out one or more major destination substantially or altogether (on which our decision is final). NB Please also see clause 8.

*Only applies where transport to and from the UK forms part of your contracted arrangements with us.

If we have to make a significant change or cancel, we will tell you or your travel agent as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-

  • (a) (for significant changes) accepting the changed arrangements; or
  • (b) purchasing an alternative holiday from us, of a similar quality to that originally booked if available. Providing it is possible to do so, we will offer at least one alternative holiday of at least equivalent standard for which you will not be asked to pay any more than the original price. If this holiday is in fact cheaper than the original one, we will refund the price difference. If the lead passenger does not wish to accept the holiday we specifically offer, you may choose any of our other then available holidays. You must pay the applicable price of any such holiday. This will mean you paying more if it is more expensive or receiving a refund if it is cheaper; or
  • (c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

Please note, the above options are not available where any change made is a minor one.

If we have to make a significant change or cancel, we will as a minimum (where compensation is appropriate) pay you the compensation payments set out in Table C (below) depending on the circumstances and when the significant change or cancellation is notified 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 we are forced to make a change or 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 (for example, but not limited to, where the Foreign and Commonwealth Office advise against travel or all but essential travel to your destination after your booking has been confirmed) or where we have to cancel because the minimum number of persons required to operate your holiday is not reached - please see Booking Information. 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) or if the change made is a minor one. A minor change is any change which is not a significant change.

In the unlikely event that we become unable to provide a significant proportion of the services you have booked after you depart, we will endeavour to make alternative arrangements in respect of those services at no extra charge, or, if we are unable to do so, or you do not accept these alternative arrangements for a good reason, we will provide you with transport back to your point of departure with us as soon as we are reasonably able to (using the same type and class of transport included in the holiday) and a pro rata refund of the cost of the remainder of your holiday . In addition, if appropriate, we will pay you compensation of an amount which is reasonable taking into account the circumstances. Compensation and refunds (unless obtained from any supplier) will not be payable where the situation is caused by force majeure - see clause 6.

Table C - Compensation Payments

  • Period before departure within which Compensation significant change/cancellation is notified per person:
  • More than 56 days: Nil
  • 56-43 days: £10
  • 42-29 days: £15
  • 28-15 days: £20
  • 14-0 days: £30

NB. If any flight you have booked with us is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under EC Regulation No 261/2004 - the Denied Boarding Regulations 2004. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline's obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If your airline does not comply with these rules you should complain to the CAA on 020 7240 6061 www.caa.co.uk.

6. Except where otherwise expressly stated in these Booking 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 damage or loss (as more fully described in clause 15.2) as a result of 'force majeure'. In these Conditions 'force majeure' means any event or circumstances which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Examples include (in all cases whether actual or threatened) war, riot, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, epidemics / pandemics, fire, adverse weather conditions, unusual water levels in rivers and seas and closure of airspace or airports.

7. If you have a special request or medical problem or disability, please let us know as set out under Booking Information.

8. We are not an ordinary tour operator. The type of travel we offer requires flexibility and you must allow for alternatives. The outline itinerary as given for each holiday must therefore be taken as an indication of what may be accomplished, and not as a contractual obligation on our part. The final decision on the itinerary and conduct of any holiday will be taken by us in the interests of the group as a whole. It is understood that the route schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events which may include sickness, accident, mechanical breakdown, flight cancellations, strikes, events emanating from political disputes, entry or border difficulties, climate and other unpredictable or unforeseeable circumstances.

9. At all times the decision of our tour leader or overseas representative will be final on all matters likely to affect the safety and well being of the tour being operated. You must at all times strictly comply with the laws, customs, foreign exchange and drug regulations of the countries visited. Should any participant fail to do so then that person may be required to leave the holiday. In this situation, the person(s) concerned will not be entitled to the payment of any refund, expense or other sum whatsoever.

10. The lead passenger accepts responsibility for any damage or loss caused by any participant. Participants are also responsible for any damage or loss they cause. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct at the time to the accommodation owner or manager or other supplier. 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. If you fail to pay for any damage or loss when requested, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your actions.

We expect participants to have consideration for other people. We strongly condemn the collecting of any specimen from the natural world. Our holidays often provide the opportunity to view and photograph wildlife but not to disturb it! If in our reasonable opinion or in the reasonable opinion of any other person in authority, you behave in such a way as to cause or be likely to cause danger, upset or distress to anyone or damage to property or fail to comply with the reasonable instructions of our tour leader or overseas representative or with clause 9, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the participant(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such participant(s) including any return travel arrangements. No refund or compensation will be paid and we will not meet any expense or cost incurred as a result of the termination.

11. It is essential that you are covered by adequate travel insurance. Please see Booking Information for further information.

12. Subject to clause 13, if we accept a request to transfer you from one holiday to another you will be liable for the cancellation charges applicable as a result of cancelling the original holiday in addition to the cost of the new one. In addition, we also reserve the right to charge an administration fee of 10% of the value of the first holiday booked.

13. Any participant may, up to 7 days before departure, transfer their booking to another person (introduced by you) if you are unavoidably prevented from travelling and the transferee meets any conditions which may apply to the holiday in question. The right to transfer is subject to payment of an administration fee of £50 per person to cover our administration expenses (plus the appropriate insurance premium if applicable) together with all additional charges of whatever sort imposed by suppliers providing the component parts of the package. These charges will be the joint responsibility of the lead passenger and original and replacement participant(s) and must be paid before the transfer can be made. You should note that some airlines may refuse to accept a name change, or may treat it as a cancellation and a rebooking with a 100% cancellation charge. All notifications of any wish to transfer must be made to us in writing by the lead passenger.

14. By booking with us, you acknowledge that the holidays we offer often involve their own inherent risks and dangers due to matters such as the geographical location of the tour and the activities involved. Such holidays may involve a significant amount of inherent personal risk. These include injury, disease, illness, loss or damage to property, inconvenience and discomfort.

15.1 We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract are made, performed or provided with reasonable skill and care. This means that, subject to these Booking Conditions, we will accept responsibility if, for example, you suffer death or personal injury or the contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, the contracted arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

15.2) We will not be responsible for any injury, illness, death, loss (for example, loss of enjoyment or possessions), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:-

  • -the act(s) and/or omission(s) of the participant(s) affected or any other participant(s):- or
  • -the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable:- or
  • 'force majeure' as defined in clause 6 above

15.3) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel, accommodation provider or any other supplier agrees to provide for you where the services or facilities are not included in the cost of your itinerary and we have not agreed to arrange them as part of our contract, and any excursion or activities you purchase whilst overseas. In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

15.4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with the local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holidaymaker to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause 15.1. We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.

15.5) Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £1000 per participant affected or twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the participant(s) affected, whichever is the lower, unless a different limitation applies to your claim under clause 15.6 below. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the participant(s) affected in total unless a lower limitation applies to your claim under clause 15.6 below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

15.6) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/ or off the transport concerned) provided by any air, sea, or rail carrier, to which any international convention or EC regulation applies, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question (for example, the Warsaw Convention as amended or unamended and the Montreal Convention for international travel by air, and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens Convention for international travel by sea as amended by the 2002 Protocol and COTIF, the Convention on International Travel by Rail). Please note: Where a carrier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier for the claim in question. Copies of the applicable international conventions and regulations are available from us on request.

15.7) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description which (1) 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 or (2) did not result from any breach of contract or other fault (for which we are legally liable) by ourselves or our employees or, where we are responsible for them, our suppliers or (3) relates to any business (including self employed loss of earnings).

16. If you have any complaint whilst on holiday, you must immediately inform your tour leader or our overseas representative who will use all reasonable efforts to remedy it. Any verbal notification must be put in writing and given to our representative / agent and the supplier as soon as possible. If we do not have or you cannot contact our local representative or agent and any complaint or problem is not resolved to your satisfaction by the supplier, you must contact us in the UK using the contact details we have provided you with during your holiday, giving us full details and a contact number. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, you must make full details of the complaint known to us in writing within 28 days of the end of your holiday. If you fail to follow this simple complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or even lost as a result.

17. For requirements relating to passports, visas, permits, certificates and health, please see Booking Information.

18.1 For Land Only arrangements where you have booked your own flights, or where you do not book an airport transfer with us, it is your sole responsibility to ensure you arrive at the departure point for the contracted arrangements in good time before these commence. In the event that flight delays or cancellation result in your late arrival, you will be responsible for all costs we incur in assisting you to join the holiday at a later stage. No refunds will be provided in respect of any services which are unused as a result. Similarly, our contractual responsibilities cease at the end of your contracted arrangements

18.2 We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure. The airline concerned will be responsible for you in the event of flight cancellation or delays and may provide refreshments / meals /accommodation in the event of a delay or cancellation.

18.3 We cannot accept liability for any delay which is due to any of the reasons set out in clause 6 of these Booking Conditions (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements.

19. By making a booking you confirm that you and all participants consent to Photovision UK Limited (Photovision) and us taking, processing and storing photographs which feature you and/or any member of your party. You agree that we have permission to exclusively use any such photographs throughout the world for any commercial or non-commercial purposes in all and any media, including, without limitation, our printed publications, presentations, promotional materials, in the advertising of our services or on our website, in its original format or edited or altered in any way which we deem appropriate.

You understand that Photovision and The Natural Travel Collection may store copies of the photographs featuring you and your party, together with contact details, on their databases in case they need to contact you.

20. Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may often be lower.

21. In accordance with EU Directive (EC) No 2111/2005, we are required to bring to your attention the existence of a "Community list" which contains details of air carriers that are subject to an operating ban with the EU Community. The Community list is available for inspection at hhtp://ec.europa.eu/transport/air-ban/list_en. In accordance with EU regulations, we are also required to advise you of the carrier(s) (or, if the carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we are aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified as soon as possible.

We are not always in a position at the time of booking to confirm the flight timings which will be used in connection with your flight. The flight timings shown in this brochure, on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your e-tickets which will be despatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched - we will contact you as soon as possible if this occurs.

Any change in the identity of the carrier, flight timings, and/or aircraft type (if given) will not entitle you to cancel or change to other arrangements without paying our normal charges except where otherwise specified in these Booking Conditions.

If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative, the provisions of clause 5 will apply.

22. We hold an Air Travel Organiser's Licence issued by the Civil Aviation Authority (ATOL number 10544). 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, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent or your credit card issuer where applicable. You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. *The flights and flight- inclusive holidays we arrange are ATOL protected providing they are made available in the UK. For further information visit the ATOL website at www.atol.org.uk.

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under the Package Travel, Package Holidays and Package Tours Regulations 1992 for The Natural Travel Collection, and in the event of their insolvency, protection is provided for the following:

  • 1. non-flight packages commencing in and returning to the UK;
  • 2. non-flight packages commencing and returning to a country other than the UK; and
  • 3. flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK.

1, 2 and 3 provides for a refund in the event you have not yet travelled. 1 and 3 provides for repatriation. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with The Natural Travel Collection.

 

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