Agent Terms & Conditions

TRUTRAVELS AGENT BOOKING CONDITIONS

 

These Booking Conditions, together with our privacy policy and where your trip is booked via our website, our Website Terms of Use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with TruTravels Ltd, a company registered in England, with company number: 08094426 and registered office address of 6 Fife Road, Kingston Upon Thames, United Kingdom, KT1 1SZ (“we”, “us”, “our”).

 

Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

 

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

  a. He/she has read these Booking Conditions and has the authority to and does agree to be bound by them;

  b. He/she consents to our use of personal data in accordance with our 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. He/she is over 18 years of age and when placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;

  d. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

  e. He/she acknowledges that by booking a tour, he/she consents that any images or video footage taken during your tour and shared by your group leader, other members of your group or any media you have shared (via, but not limited to, TruTravellers group, social media etc.) can be used for marketing purposes. You consent to TruTravels having permission to publish these photos and videos and details (including your first name, location and date) for marketing purposes including, but not limited to, on our website, social media, email marketing and any other marketing channel.

 

1. Booking & Paying For Your Arrangements
A booking is made with us when you pay us a non-refundable deposit of GBP 200, EUR 240 AUD 250, CAD 360, NZD 400 or USD 280 per person, as applicable, (or full payment if you are booking within 60 days of the tour start date) and we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you or your travel agent. Upon receipt, if you believe that any details on the booking confirmation or any other document is wrong you must advise us / your travel agent immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out.

 

2. Accuracy
We endeavour to ensure that all the information and prices in our brochure are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.

 

3. Insurance
Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness.

 

4. If You Change Your Booking & Transfers of Bookings
If you wish to change any part of your booking after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. While we will do our best to assist you, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of $100AUD per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. 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. If we cannot assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with clause 8.

 

Date Change / Transfer of Booking:

 

If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
A. That person is introduced by you and satisfies all the conditions applicable to the trip;
 B. We are notified not less than 60 days before departure;
  C. You pay any outstanding balance payment, an amendment fee of up to $100AUD per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
  D. The transferee agrees to these booking conditions and all other terms of the contract between us.
  E. Bookings can be transferred to other destinations/products if upgrading your package, however any difference in balance will need to be paid. Downgrading Your package is not possible.
  F. All travellers are entitled to one free date change of their trip outside of 60 days before departure. Any subsequent date changes after this will be charged an administration fee of $100AUD
  G. Any date changes made within 30-60 days of departure will be charged at a minimum administration fee of $100AUD
  H. Date changes within 30 days of travel need to be requested through our sales team and cannot be guaranteed. Charges for these changes will start at a minimum of $100AUD per person but could rise to the full cost of the tour.

If your original booking has a discount on file we cannot guarantee this discount will be carried over to a new departure should you choose to change your departure date.
You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 8 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

 

Important Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

 

5. If You Cancel Your Booking Before Departure
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it.
Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows:

The period before departure in which you notify us and the subsequent cancellation charge:
More than 60 days - Loss of deposit
60 days or less - 100% of trip cost

 

6. Force Majeure
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure 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 at the travel destination or 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’s control.

 

7. Your Behaviour
If in our opinion or in the opinion of any Group Leader or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination, our liability to you and/or your party will cease and you and/or your party will be required to leave the tour or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier before departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

 

8. Acknowledgment of Risk
You acknowledge that the nature of the trip is adventurous and participation involves a degree of personal risk over and above that associated with a conventional trip. You will be visiting places where the political, cultural and geographical attributes may present dangers and physical challenges greater than those present in our normal daily lives. We use all available information in assessing whether the itinerary should operate and group leaders will always be with you during group activities to advise on best practices concerning safety, however, there may still be inherent risks due to the nature of the activity and you need to take all reasonable precautions at all times.
You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you assume the personal risks attendant upon such travel. You will also need to sign a Participation Form on starting the tour.

 

9. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on a trip are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during its provision by the operator.

 

10. Passport, Visa and Immigration Requirements & Health Formalities
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up-to-date position in good time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.

 

11. Flights
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact the airline or other transport supplier concerned directly and immediately. As we do not offer flights or other transport as part of our package, we have no liability whatsoever to you in respect of any such delays or cancellations. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them.