BOOKING TERMS & CONDITIONS
Booking Terms and Conditions
Terms and Conditions
The following Booking Conditions together with the general information contained on our website form the basis of the contract between you (the client) and us (Rustic Trails). Please read them carefully as they set out our respective rights and obligations.
1. YOUR HOLIDAY BOOKING
All bookings must be made on our Booking Form and signed by the party leader who must be over 18 years of age. For group bookings, there should be one single payment. The party leader is responsible for making all payments due to us and guarantees payment of the full cost of the holiday for all those mentioned on the Booking Form and of others whom he may later add. Once we have received your Booking Form and all appropriate deposit payments, we will confirm your holiday by issuing a booking confirmation. A binding contract between us comes into existence when we dispatch this booking confirmation to the party leader. Telephone quotes are subject to written confirmation. When you receive the booking confirmation please check the details carefully and inform us immediately if anything is incorrect.
2. PRICES AND PRICE GUARANTEE
The prices quoted on our website or in our publicity and promotional materials are correct at the time of publication, but we reserve the right to change any of those prices from time to time. Whilst we reserve the right to change our prices, your booking confirmation price will not be subject to change. In the unlikely event of an administrative error leading to an incorrect price being displayed, we reserve the right to correct it (including after a booking has been confirmed). Offers cannot be combined unless expressly stated and may be withdrawn at any time. All quotations are provisional until confirmed in writing on your booking confirmation. Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any supplements, upgrades or additional facilities which you have requested.
3. DEPOSIT
A non refundable deposit of £150 per person is payable at the time of booking, and in the case of group bookings there should be one single payment. If we are required to take more than one payment in respect of a group booking we reserve the right to levy an administration fee of £30 per group booking.
4. BALANCE
For guided and self guided holidays, the balance of the holiday cost is payable 70 days before departure, or full payment if booking within 70 days of departure. The date of payment will be shown on the booking confirmation. If we do not receive all payments due in full by this date, we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges laid out below will be payable. In the case of group bookings the outstanding balance should be made by one single payment. If we are required to take more than one payment in respect of a group booking, we reserve the right to levy an administration fee of £30 per group booking.
5. AMENDMENTS BY YOU
If, after our booking confirmation has been issued, you wish to change your travel arrangements in any way, for example, your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the party leader. Amendments requested within 70 days of departure will result in cancellation charges as stated below. You will be asked to pay an administration charge of £40, and any further costs we incur in making this alteration (including those charged by third party suppliers who provide the component parts of your booking). You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. When the price per person is dependent on the number of people in the accommodation and the number of people changes, the price will be recalculated based on the new party size. Any increase in price payable is not a cancellation charge. A separate cancellation charge will be levied in respect of bookings cancelled. A new booking confirmation will be issued as appropriate on which the cancellation charge will be shown.
You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure provided that the new traveller accepts the transfer and these booking conditions. Both you and the new traveller are responsible for paying all the costs we incur in making the transfer. Please note that we can accept no responsibility for charges by airlines and other transport providers.
In some cases, Rustic Trails may require particular clients to purchase a single supplement in order to travel. If this applies, you will be advised of this during the booking process.
6. CANCELLATION BY YOU
You or any member of your party may cancel your holiday at any time providing that the cancellation is made in writing by the person signing the booking form. Cancellation charges will be calculated from the date of receipt of the written (by email or post) cancellation. Rustic Trails takes no responsibility for non-delivery or non-receipt of the notification of cancellation.
Cancellation charges will be made as follows, based upon days before holiday start date (date written notification of cancellation is received by us)
More than 70 days before departure - transfer of deposit to a holiday within 12 months
70-42 days before departure - 25% of holiday cost
41-21 days before departure - 50% of holiday cost
20-0 days before departure - 100% of holiday cost
We reserve the right to re-sell any part of a cancelled holiday, and this does not affect our right to levy the cancellation fees. You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe and act in accordance with advice provided by the UK Foreign, Commonwealth & Development Office (FCDO).
For the purposes of these terms and conditions “unavoidable and extraordinary circumstances” include but are not limited to: war, threat of war, epidemic, significant risks to human health such as the outbreak of a serious disease at the travel destination, natural or nuclear disaster, serious security problems such as terrorist activity, civil unrest or events arising out of political instability, industrial dispute or strikes, UK Foreign, Commonwealth & Development Office (FCDO) advising against travel to a particular destination.
7. AMENDMENTS BY RUSTIC TRAILS
We will do our utmost to deliver the holiday which we are contracted to provide you. As our holidays are booked months in advance, we may occasionally have to make changes and reserve the right to do so at any time. If we do alter your holiday in any way, we will inform you of the alteration as soon as possible. In the event of a major change we will offer you the choice of; agreeing to the changes and accepting their impact; cancel your holiday and receive a full refund of monies paid by you to us, please see below.
Change of price
We can change your holiday price after you’ve booked, only in certain circumstances:
Changes in exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure.
We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements. 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 holiday 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 specified.
Changes other than the price
It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include change of accommodation to another of the same or higher standard.
If we are forced by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below.
We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). 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 you choose to accept a refund we will pay compensation as detailed below except where the significant change is due to 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. Where notified before the balance date, no compensation will be paid. Where notified between the balance due date and 14 days before departure date (inclusive), £20 will be paid to you by us. Where notified between 13 days and the date of departure (inclusive), £30 will be paid to you by us. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
8. CANCELLATION BY RUSTIC TRAILS
If through circumstances beyond our control, Rustic Trails is forced to cancel your booking, all monies paid to us will be returned in full.
We will not cancel less than 4 weeks before your departure date, except for unavoidable and extraordinary circumstances (as defined above), or failure by you to pay the deposit and/or final balance, or because the minimum number required for the package to go ahead hasn’t been reached. The minimum number required will be provided to you in the Trip Notes. If the minimum number had been reached but we experience late cancellations by other clients which means that the minimum number is no longer met, we reserve the right to cancel a tour 20 days before the start of the package.
If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
If you decide to accept a refund, we will pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (as defined above). Where notified before the balance date, no compensation will be paid. Where notified between the balance due date and 14 days before departure date (inclusive), £20 will be paid to you by us. Where notified between 13 days and the date of departure (inclusive), £30 will be paid to you by us. This does not preclude you claiming more if you are legally entitled to do so.
9. GUIDED HOLIDAYS
On a guided holiday it is necessary that you abide by the authority of the leader who represents Rustic Trails. Signing our booking form signifies your agreement to this, and if you commit any illegal act when on the holiday or if in the reasonable opinion of the leader your behaviour is causing or likely to cause danger, distress or annoyance to others we may terminate your participation in the holiday without liability on our part. If you are affected by any condition, medical or otherwise, that might affect your or other people's enjoyment of the holiday you must advise us of this at the time of booking. The tour leader can refuse to allow a client to take part in any of the activities if he / she feels that there is an underlying medical reason which could jeapordise the well being of the client or other participants in the holiday. If a client is unable or does not choose to complete an itinerary outlined for a holiday, Rustic Trails is not liable to supply alternative itineraries, excursions, accommodation, services or staff for the period when the client is not present with the group.
All clients are expected to satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen holiday as described in the trip notes applicable to your relevant tour (the “Trip Notes”). By booking you acknowledge that this is a holiday which may test your physical ability. You are therefore responsible for ensuring you are aware of the nature of the physical requirements before you book. By confirming your booking you acknowledge that you have the appropriate levels of ability, fitness and good health to safely participate in the tour. Your personal safety is of paramount importance to us and therefore it is imperative that you advise us at the time of booking of any condition, medical or otherwise, that might affect your or other people’s enjoyment of the trip. This should include, but not be limited to, any special dietary requirements (including, for example, allergies) and any reduced mobility affecting you or members of your booking. Please contact us by email at enquiries@rustictrails.co.uk to discuss any such requirements.
10. PROMOTIONAL MATERIAL
Any likeness or image of you secured or taken on any of our holidays may be used by the company without charge in all media for bona fide promotional or marketing purposes, including without limitation promotional materials of any kind, such as brochures, slides and the internet.
11. OTHER GROUPS
We reserve the right to have other parties staying in the accommodation unless the whole accommodation is taken by you.
12. BEHAVIOUR
We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or agents in any risk or danger, on the telephone, in writing or in person.
On a group holiday, it is necessary that you abide by the authority of the leader, who represents the Company. If you commit any illegal act when on the holiday or if in our reasonable opinion or the reasonable opinion of the leader or another person in authority your behaviour is disruptive, threatening or abusive, causes unnecessary inconvenience, impacts on others clients’ enjoyment of the holiday or is causing or likely to cause damage to property, danger, distress or upset, disturbance or annoyance to others or puts any other traveller or our staff in any risk or danger, on the telephone, in writing or in person, we may terminate your travel arrangements without any liability on our part.
By confirming your booking you accept that the Company’s tour leaders have the authority to prevent you from participating in any part of a tour should they have concerns about (a) your ability to safely partake in an activity or (b) your physical ability to complete an activity in the required timescale. In the event the leader deems such a decision is necessary, we will reasonably endeavour to make alternative arrangements, but we will not be liable to provide any refunds for missed activities and you may be liable for additional costs incurred.
If you are disruptive and prevented from boarding your outbound flight or train in the UK or elsewhere in the world, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges. If this occurs at the end of your holiday, then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. We will not be liable for any refund, or compensation or any costs or expenses you incur.
If you are refused carriage because of your behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you.
As a result of your behaviour during any stage of your holiday including transfers or excursions and use of accommodation, we reserve the right to make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result, including but not limited to cleaning, repairing or replacing property lost, damaged or destroyed by you, and compensating any passenger, crew, staff or agent affected by you. Criminal proceedings may also be instigated.
For the purposes of this section reference to “you” or “your” includes any other person in your party.
13. DAMAGE DEPOSIT
We reserve the right to levy a damage deposit in certain circumstances prior to arrival.
14. ADDITIONAL ASSISTANCE
If you’re in difficulty whilst on holiday and ask us to help we will provide 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 your fault.
15. COMPLAINTS
If you have a complaint or problem with your holiday we would ask you to discuss this with us whilst you are here, in the first instance, and we will try to resolve any problems immediately.
If you have a complaint about any of the services included in your holiday and/or need assistance whilst away, you must inform our local office or your Tour Leader and email us at enquiries@rustictrails.co.uk, and we will endeavour to resolve the problem immediately.
If it is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. If you fail to follow the requirement to report your complaint in resort we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking.
16. INSURANCE
Adequate and valid travel insurance for your chosen itinerary is compulsory for all travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed. You are strongly advised to insure yourself against any possible risk that may occur and in particular to ensure that you have sufficient insurance in respect of dependent relatives and force majeure events. You are required to carry proof of insurance with you. You are responsible for ensuring that you are in possession of travel insurance for the entire duration of the tour in respect of at least medical expenses, injury, death, repatriation, cancellation and curtailment. You must ensure that there are no exclusion clauses which limit cover for the type of activities included in your tour. Walking holiday clients should ensure they have helicopter evacuation cover. Rustic Trails will not be responsible for costs you may incur as a result of not having valid or adequate travel insurance. It is the responsibility of all our clients to declare any material facts including known medical conditions to their insurers, as failure to do so may result in a claim being reduced or declined.
17. SERVICES PROVIDED BY THIRD PARTIES
Extra services such as taxis, car hire or extra activities or excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour or service and not with us. We are not responsible for the provision of the excursion or tour or service or for anything that happens during the course of its provision by the operator or supplier. You take full responsibility for satisfying yourself in advance as to the quality and ability of the provider to deliver the services and will address any complaints about the extra services with the respective provider(s) directly.
18. PASSPORTS, VISAS & HEALTH REQUIREMENTS
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
Please note that if you renew your passport after you have booked, you may be required to take your old passport with you to maintain the validity of any permit.
We are able to advise on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least 2 months prior to travel for the latest health requirements, recommendations for your destination and any costs. You should check this information at least 2 months before departure and again within 14 days of travel. Where you do not do so and either are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements. Clients with existing medical problems, pregnant women and anyone who has recently visited other countries should check requirements with their general practitioner.
When assessing whether holidays will operate we use information from our local offices in conjunction with advice from the UK Foreign, Commonwealth & Development Office (FCDO) and other relevant government bodies. It is your responsibility to acquaint yourself with the travel advice provided by these government bodies. For more information, please visit the government websites www.gov.uk/travelaware and www.gov.uk/foreign-travel-advice .
19. WEBSITE CONTENT
We make every effort to ensure the accuracy of the information contained on our website and in any publicity material we write. However, content is subject to change from time to time. We will endeavour to notify you of any changes known to us affecting your holiday prior to issuing you with our booking confirmation. We are not responsible for the content, policies and services of any sites linked to or accessible via our website.
20. LIMITATION OF LIABILITY
We accept responsibility for the services we have contracted to provide. If you suffer personal injury or death from any activity which is not part of your holiday booked with us, but occurs during the holiday we will not be liable for any compensation. Rustic Trails accepts no responsibility for the acts or omissions of its clients whether negligent or otherwise and shall not be held liable for any claims made against its clients either by other clients of Rustic Trails or third parties.
21. LAW AND JURISDICTION
This booking is governed by English Law, and the jurisdiction of the English Courts.
22. DATA PROTECTION
We will use and process your data in accordance with our privacy policy which be found on our website.