Your booking: These booking terms and conditions, together with our data protection privacy policy and with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Treehope Travel a trading name of Treehope Travel Limited, 9 Paniccia Court, Naishs Street, Frome, England, BA11 3FD, Company number 15928935.
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 to whom a booking is added or transferred. Please note that:
- If for any reason you cancel your booking, cancellation charges will apply and may be up to 100% of the booking cost details of which are set out below;
- You may make amendments to your booking but there will be a charge for this as set out below;
- You should take out travel insurance that is appropriate to your needs at the time of booking or before;
- We provide financial security as required by The Package Travel and Linked Travel Arrangements Regulations 2018 for package holidays;
- If you have any complaints about the service we provide please contact us within 28 days of the act or omission giving rise to any such complaint.
Making A Booking: To make a booking you must provide us with your requested arrangements by email. By making a booking, the first named person on the booking (the “lead traveller”) agrees on behalf of all persons detailed on the booking that:
a) They have read these booking terms and conditions and have the authority to and does agree to be bound by them;
b) They consent to our use of personal data in accordance with our Data Protection Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
c) They are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that they and all members of the party are of the appropriate age to purchase those services;
d) They accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking;
e) Any medical condition or disability that may affect participation or the booking of any trip has been notified to us at the time of booking or as soon as it develops after booking.
When making a booking you must pay a deposit of 15%, or if greater £300, of the agreed total cost of your tour. Full payment of the remaining balance is due 90 days prior to departure. A reminder is not sent to you, it is your responsibility to forward balance on the due date, shown on your invoice. Should you not pay any outstanding balance by the balance due date we are entitled to assume you wish to cancel and the cancellation charges detailed below will apply.
A binding contract between us comes into existence when we issue our confirmation invoice. This contract is made on these terms and conditions which are governed by English law. You may however choose the law and jurisdiction of England, Wales or Northern Ireland if you live there and wish to do so. Please check your confirmation invoice carefully once you receive it (normally within 7 days of requesting a booking). Notify us immediately should any information be incorrect. We shall not be liable if any of the information is incorrect and you have not notified us within 7 days of receipt of the confirmation invoice.
Price: We always try not to but we can change your trip price after you’ve booked in some limited certain circumstances, namely for changes in:
- Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, or
- the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports, or
Changes in the exchange rates used to calculate the cost of your tour.
However, there will be no change within 20 days of your departure. We will also absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another trip if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel you must do so within the time period shown on your final invoice. Should the price of your trip go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred.
Financial Protection: We are members of the Travel Trust Association (TTA) and provide full financial protection for our package holidays by way of a trust account operated in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 by the TTA.
Read the Stand Alone Safe Seat Plan.
If you wish to change or transfer your booking: If, after your booking has been confirmed, you wish to transfer to a different holiday or departure date, we will make every effort to satisfy your requirements; however, this may not always be possible. You will be asked to pay an administration charge of (£75), along with the costs we incur or are imposed upon us in making the desired alteration. We will make such costs known to you prior to making them.
Any request to change arrangements must be made in writing by the person who made the booking.
Costs generally increase the closer to the start of your booking that they are made. We may not be able to accommodate or make certain amendments, and some may incur 100% of the cost of that part of the arrangement in addition to what you have already paid e.g. new ticket or transport charges.
You may transfer your booking to another person, who satisfies all the conditions that apply to this booking. To do so you must give us notice in writing no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.
Cancellations: If it becomes necessary for you or any member of your party to cancel your booking or part of it, you must inform us in writing immediately. Cancellation charges are a pre estimate of our losses at the time of cancellation and are calculated from the date we receive your notice of cancellation in writing (shown as a percentage of the full tour price where applicable):
- deposit
- 90-60 days prior to departure: 50%
- 59-45 days prior to departure: 75%
- 44 days or less prior to departure:100%
You can cancel your booking without paying cancellation charges if the performance of your trip is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund.
In these terms and conditions references to unavoidable and extraordinary circumstances (in this clause or elsewhere) means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease, epidemics or pandemics, natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control.
If We Change or Cancel your tour: We plan the arrangements for trips in advance and although it is unlikely that we will have to cancel it or make any changes to confirmed arrangements, it does occasionally happen. We reserve the right to make such changes at any time. Most changes are of a minor nature and we will advise you as soon as possible before your departure. Examples of minor changes include changes of times or days of activities, the substitution of activities to those of similar value and content, or the change of accommodation to that of a similar standard. Sometimes major changes are necessary to your accommodation. Major changes include change of accommodation to that of a lower standard, the removal of two or more activities without substitution.
If we have to make a major change to your trip you may either:
a) accept the changed arrangements
b)Accept an alternative trip if we are able to offer one (we will refund any price difference if the alternative is of a lower value); or
c) Cancel your trip and receive a full refund.
We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.
If we cancel or you choose to accept a refund we will pay appropriate compensation except where the significant change is due to unavoidable and extraordinary circumstances.
Behaviour: We and our suppliers reserve the right at our absolute discretion to terminate without notice the trip of any customer whose behaviour is such that it is likely in our opinion to cause distress, damage or annoyance to our customers, employees, property or to any third party. Full cancellation charges will apply, and we will be under no obligation whatsoever to provide a refund or compensation for costs which may be incurred. Any costs, damages, fines, penalties, or expenses incurred or alleged payable by us or our suppliers arising out of or contributed to by your behaviour shall be immediately payable by you on demand.
Passports, Visas & Health Advice: Health, visa and passport entry requirements change frequently and it is your responsibility to check the up to date position prior to booking and again prior to departure. We do not accept any responsibility if you cannot travel to the start of your tour because you have not complied with any passport, visa, health or immigration requirements. All passport, visa, travel insurance, health certificate requirements and Foreign Office advice are your responsibility. We accept no responsibility for any delay or expense incurred through failure by you to comply with any entry requirements.
Further advice can be found here https://www.gov.uk/foreign-travel-advice For advice on health issues you should check with your local health practitioner and here for general advice https://travelhealthpro.org.uk/
Liability and Risk: Some activities in your booking will have inherent risk of accident or injury by their very nature and by booking with us you accept the risks involved in any activity you participate. We do not control, own, manage, or operate any of the suppliers who provide your chosen arrangements such as accommodation, activity provider, transport operator, or other service provider. Each of them will have their own terms and conditions which form part of your contract with us, copies of which are available on request.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of two times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
a) The contractual terms of the companies that provide the travel services that make up your trip. These terms are incorporated into this booking; and
b) Any relevant international convention, for example the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions.
You must inform us without undue delay of any failure to perform or improper performance of the services included in your trip. If any of the travel services included in your trip are not performed with reasonable skill and care by us or the respective travel service suppliers for whom we are responsible, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both.
We will not be liable where any failure to perform or improper performance of the trip services is due to:
i) you or another member of your party;
ii) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or
iii) unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
If transport to and from your chosen destination was arranged by us at the time of booking and it is impossible for us to ensure your return as we have promised due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notify us of these needs at least 48 hours before the start of your holiday.
If You Have A Problem: In the very unlikely event that you have a problem or complaint during your trip, please notify us or the supplier concerned immediately, so that we have an opportunity to rectify the issue. If you have not given us the opportunity to rectify the issue we cannot begin to do so and it may affect any entitlement you may otherwise had to a price reduction or compensation.
We can also help by providing appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is not our fault.
For anything that cannot be resolved immediately you should notify us in writing within 28 days of the completion of your trip. A failure to do so may prevent us investigating the matter adequately and may restrict our ability to resolve it for you.
Insurance: Travel insurance is ESSENTIAL for all of our tours and currently a requirement for entry into Nepal. You should carry comprehensive travel and medical insurance to cover yourselves, as well as travelling companions. We strongly recommend travel insurance to include trip cancellation and interruption, accidental death, disability, emergency medical evacuation, major medical and loss of personal effects, and repatriation. We do not advise on the suitability of any chosen policy. You must make sure any insurance is suitable and adequate for your needs.
Data Protection Policy: In order to process your booking and provide your chosen services we use the personal information you provide e.g. name, address, date of birth, and special needs/dietary requirements/medical conditions. We only pass this information to relevant suppliers of your travel arrangements such as the car hire company, hotels and restaurants. We will not pass on any information to persons not part of your travel arrangements. We will hold your information where collected by us and may use it to inform you of offers in the future. You are entitled to a copy of the information held by us.
YOUR KEY RIGHTS UNDER THE PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENTS REGULATIONS 2018
General
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore you will benefit from all EU rights applying to the packages. Treehope Travel Limited, 9 Paniccia Court, Naishs Street, Frome, England, BA11 3FD, Company number 15928935 will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Treehope Travel has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
KEY RIGHTS UNDER THE PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENTS REGULATIONS 2018
- Travellers will receive all essential information about the package before concluding the package travel contract.
- There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
- Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
- Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
- The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
- Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
- Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
- Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
- If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
- Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
- The organiser has to provide assistance if the traveller is in difficulty.
- If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Contact the Travel Trust Association if services are denied because of Treehope Travel’s insolvency.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents
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