Terms & Conditions
1. Your Reservation is made with Ciceroni Tours Ltd. These booking conditions apply to all bookings. References to “you” mean all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires.
2. To make a booking please complete the booking form, accepting on behalf of all your party our booking conditions and pay the applicable deposit. Our booking conditions will also apply where we do not ask you to complete a booking form. Our booking conditions and your acceptance of these will also apply to all tours you subsequently book with us unless and until we make any significant changes to them. If you make a booking on behalf of others as well as yourself, we shall take it that you have the authority of each of those other people to enter into that contract and that you and they have agreed to be jointly and severally liable to us. A contract will come into existence when we issue our confirmation invoice. The balance payment is due 60 days before departure. Full payment is required if you book less than 60 days before departure. Ciceroni reserves the right to treat the booking as cancelled by you where payment has not been received 60 days before departure and to levy the cancellation charges set out in clause 4. We will communicate with the person who makes the booking (“party leader”) and any others named on the booking who are resident at a different address where we are asked to do so.
3. Travel Insurance. It is a condition of booking that all travellers be covered by comprehensive travel insurance (except for UK trips) and do not travel against medical advice. You should organise it immediately you make a reservation so as to be covered in case of cancellation due to ill health of yourself, a close relative or your travelling companion. We must be provided with your travel insurance policy number, policy provider and emergency contact number at the latest one month prior to departure. It is your responsibility to ensure you have adequate cover, as we will not check the policy you have purchased. For UK trips, you are recommended to have insurance which provides cover for cancellation and lost or damaged personal possessions. We also recommend that you carry a European Heath Insurance Card (EHIC) which can be obtained from the Department of Health.
4. Special Requests and medical conditions/disabilities. If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. 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. For your own protection, you should obtain confirmation in writing that a special request will be complied (where it is possible to give this) where it is important to you. If you have any medical condition or disability which may affect your tour or any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the tour and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your tour develops after your booking has been confirmed.
5. Changes and cancellation by you. We will endeavour to comply with any requests for changes to your tour arrangement once we have written confirmation from you. After our confirmation invoice has been issued any change is subject to availability, payment of an administration fee of £35 and any costs imposed by our suppliers. Please note that in the case of airline tickets which have already been issued a 100% cancellation of the ticket cost may apply. If you have to CANCEL your booking in whole or part, we must be informed in a letter/fax/email by the party leader (entire booking) or by the persons concerned (partial cancellation). The cancellation only takes effect from the date at which the notification reaches our office. In this case, whatever the reason for cancellation, your deposit will be forfeit.A charge will be made which varies with the amount of time between Ciceroni receiving your written cancellation and the tour departure date. The charges made are as follows (percentages shown are of the total tour cost excluding any amendment charges which are non-refundable):
|i)||More than 60 days before departure||Deposit|
|ii)||29-60 days before departure||50%|
|iii)||28-15 days before departure||75%|
|iv)||14-8 days before departure||90%|
|v)||7 days before departure or less||100%|
6. Transfer of bookings. If you are unavoidably prevented from taking your tour you may, provided it is more than 30 days before departure, transfer the booking or your place on the booking to another person (introduced by you). The admin fee will be £35 per person and written notification will be required. You, as the transferor of the tour, and the transferee shall be jointly and separately liable to Ciceroni for payment of the balance and any additional costs imposed by the suppliers of the component parts of the tour.
7. Changes and cancellation by Ciceroni. We reserve the right to make changes to and correct errors in brochure and other details both before and after bookings have been confirmed and cancel confirmed bookings. Our holidays require a minimum number of participants to enable us to operate them. We will notify you of cancellation for this reason not less than 3 months before departure. We reserve the right at our absolute discretion to alter itineraries, programmes, flights, hotels and other details where the minimum number of bookings is not achieved but we decide not to cancel.
Most changes are minor. Occasionally, we have to make a “significant change”. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard or a change of accommodation area for the whole or a major part of the time you are away, a change of outward departure time of 12 or more hours, a change of UK departure point to one which is more inconvenient for you (other than a change between Heathrow, Gatwick, Luton or Stansted) or a significant change of itinerary.
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time 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 standard to that originally booked if available (with you paying or receiving a refund in respect of any price difference); or
(c) cancelling and receiving a full refund of all monies you have paid to us.
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 the table below depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to 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 or (2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached (see above). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one.
Period before departure a significant change or cancellation is notified to you.
Compensation per person:
|i)||More than 60 days||Nil|
If your lecturer/tour leader is for whatever reason unable to travel with your party, we reserve the right to provide a replacement of similar professional expertise or a local professional guide. This will not be a significant change.
Very rarely, we may be forced by "force majeure" (see clause 8) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
8. Force majeure. 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, loss or expense of any nature as a result of "force majeure". In these booking conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
9. Travel Advice. The UK Foreign and Commonwealth Office publishes regularly updated travel information on its website which you are recommended to consult before booking and in good time before departure. If the FCO advices against travel to a country we would cancel the tour or adjust, if appropriate, the itinerary to avoid the area concerned. See also clause 4.
10. Complaints. If you have a problem with your tour please inform your tour manager or guide representative and the supplier of the services in question who will endeavour to put things right quickly. If your complaint cannot be resolved locally, your tour manager will ask you to make a written report which must be sent to us within 28 days of your return giving full details of your complaint. We will then endeavour to agree a reasonable level of compensation, if appropriate. In the unlikely event that agreement cannot be reached, you may wish to take advantage of the independent dispute resolution scheme offered by AITO — details available on request.
11. Passports, Visas and Health. You are responsible for ensuring you have a valid passport and any required visa. Passport and visa requirements may change and you must check the up to date position in good time before departure. Except where otherwise stated, British citizens require a full British passport but no visa for the tours featured in this brochure. Obtaining a British passport generally takes approximately 2 to 6 weeks to obtain but you should allow as much time as possible. A first adult passport may require you to attend a personal interview at a passport office. Some countries require a passport valid for 3—6 months after travel. We will advise British Citizens if a visa is required and advise you on how to obtain one. Visa costs are not included in the tour package price. If you are not a British Citizen holding a British passport, you must check applicable passport and visa requirements. There are no compulsory health requirements for British citizens for any featured destination at the time this brochure was printed. 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 Ciceroni Tours Ltd accepts no responsibility for any delay or expense incurred through any irregularity in your documents. You must ensure all members of your party 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 all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges, expenses or other financial penalty being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
12. Our Price Guarantee. We guarantee that once your booking has been confirmed, the cost will not be subject to any fuel and currency surcharges. For private group bookings, please see your quote for surcharge details.
13. Our Liabilities to you.
i) We promise to make sure that the tour arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to our booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted tour 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, your contracted tour arrangements.
ii) We will not be responsible for any injury, illness, death, loss (including loss of possessions or enjoyment), 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 person(s) affected or any member(s) of their party; 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 8 above.
iii) 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 person affected unless a lower limitation applies to your claim under this clause or clause 13 iv) below. You must ensure you have appropriate travel insurance to protect your personal belongings. 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 amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 13 iv) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your tour.
iv) 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, rail or road carrier to which any international convention or EU regulation applies, the maximum amount of compensation we will have to pay you will be limited. This maximum amount will be the most the carrier 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 with effect from 31st December 2012) and COTIF, the Convention on International Travel by Rail). Where the carrier would not be obliged to make any payment to you under the applicable international convention or regulation, we similarly are not obliged to make a payment to you. Copies of the applicable international conventions and regulations are available from us on request.
14. Conditions of suppliers. Many of the services which make up your holiday are provided by independent suppliers. These suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable international conventions (see clause 13(iv)). Copies of the relevant parts of these terms and conditions and of the international conventions are available on request from ourselves or the supplier concerned.
15. Flights. 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 who are subject to an operating ban within the EU. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm We are also required to advise you of the actual carrier(s) (or, if the actual 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 will inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible.
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 7 “Changes and Cancellation by Ciceroni” will apply. 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 our brochure, on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.
Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets approximately 2 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 advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.
16. Flight Delay and Cancellation. In the event of any flight delay or cancellation at your UK or overseas point of departure, the airline is responsible for providing such assistance as is legally required by the Denied Boarding Regulations (see below). The ferry, tunnel or rail operator is similarly responsible in relation to any delayed or cancelled sea crossing or international rail departure. Except where otherwise stated in our brochure or on our website, we regret we cannot provide any assistance in such circumstances other than information and advice to the extent we are in a position to do so.
We cannot accept liability for any delay which is due to any of the reasons set out in clause 13(ii) 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.
If your flight 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 may complain to the Civil Aviation Authority on 020 7453 6888 or by e-mail to firstname.lastname@example.org or see www.caa.co.uk — Referring Your Complaint to the CAA .
17. Financial Security. We hold an Air Travel Organiser's Licence issued by the Civil Aviation Authority (ATOL number 9295). 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 the 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. For further information, visit the ATOL website at www.atol.org.uk
For bookings which do not include a flight or a booking where the flight commences outside the 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 Ciceroni Tours Ltd (ABTOT No 5305), 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 Ciceroni Tours Ltd. For further information, visit the ABTOT website at www.abtot.com
18. Jurisdiction. Your contract with us and any dispute, claim or other matter of any description which arises between us will be governed by English law. We both agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only.
Appropriate personal data will be passed on to the relevant suppliers of your arrangements and any other third party (including banks and/or credit card issuers) who need to know it so that your holiday can be provided. The information may also be provided to government / public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies. On occasions, we may use other companies to provide services on our behalf, such as mailing brochures and marketing material. We only provide third parties with the personal data they require in order to deliver their services. Other than in relation to government / public authorities (over whom we have no control), we will take appropriate steps which are intended to ensure that anyone to whom we pass your personal data for any reason agrees to keep it secure, only uses it for the purposes of providing their services and does not collect any personal data from you in the course performing their services. If we cannot pass personal data to the relevant suppliers or any other third party as applicable, whether in the EEA or not, we will be unable to fulfil your booking. In making your booking, you consent to personal data being passed on to the relevant suppliers and other third parties.
Your personal data may be stored, used and otherwise processed within the UK and/or any other country(ies) of the European Economic Area (EEA). EEA countries are all member states of the European Union together with Norway, Iceland and Liechtenstein. We may also store, use or otherwise process personal data outside the EEA. Data protection laws may not be as strong outside the EEA as they are in the EEA. Personal data will not be transferred to a country outside the EEA unless (1) the country to which it is transferred is one which the European Commission considers to provide an adequate level of data protection or (2) the personal data is transferred to a United States company which has signed up to the Safe Harbour scheme or (3) the personal data is transferred to a company which is required by our contract with them only to deal with the data in accordance with our instructions and to maintain appropriate security to protect the personal data which we are satisfied they have or (4) we are obliged to provide the personal data to a government / public authority in order to provide your holiday.
We would also like to store and use your personal data for future marketing purposes (for example, sending you a brochure or other marketing material) unless you have told us that you do not wish us to do so. All personal data you give us (including sensitive personal data) will be kept but we will use only names and contact details for marketing purposes. If you do not wish to receive any further marketing material from us, please tell us by telephone, e-mail or post.
We take appropriate technical and organisational measures which are intended to prevent unauthorised or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data.
You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. We promise to respond to your request within 40 days of receiving your written request and fee. In certain limited circumstances we are entitled to refuse your request.
If you believe that any of your personal data which we are processing is inaccurate or incorrect please contact us immediately by telephone, e-mail or post.