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 (if requested), accepting on behalf of all persons named on your booking 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 on the basis of these booking conditions 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 applied for on www.ehic.org.uk.
4. Special Requests and reduced mobility/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. Special requirements we have accepted will be specifically confirmed as accepted on your confirmation. Before you make your booking, we will advise you as to whether the proposed tour arrangements are generally suitable for someone with reduced mobility. However, reduced mobility of course means different things to different individuals as we fully appreciate that individual capabilities, restrictions and requirements are likely to vary considerably. When we refer to reduced mobility, this means any material reduction in mobility whether this is permanent or temporary and whether caused by age or by physical or mental disability or impairment or other cause of disability. If you suffer from reduced mobility or have any medical condition or disability which may affect your tour or any special requirements as a result of reduced mobility or any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can provide you with precise information as to the suitability of the tour for the person concerned taking account of their needs 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 your mobility or the condition or disability occurs. You must also promptly advise us if any medical condition, disability or reduction in your mobility 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. You may cancel your confirmed booking at any time before departure. You may also transfer your booking as referred to in clause 6. If you wish 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). In calculating these cancellation charges, we have taken account of possible cost savings and the generation of income from other bookings which may be able to utilise cancelled services to the extent this is likely to be achievable:
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. You may transfer your booking or your place on the booking to another person (introduced by you) provided the person to whom you are making the transfer satisfies all conditions which form part of your contract with us. Requests for a transfer must be made in writing at least 7 days prior to departure and must be accompanied by the name and other applicable details of the replacement person. The admin fee will be £35 per person together with any costs or charges imposed or incurred by any supplier in making the transfer.. You, as the transferor , and the transferee shall be jointly and separately liable to Ciceroni for payment of the balance (which must be paid if due before the transfer can be made) and any costs or charges payable to suppliers.
7. Changes and cancellation by Ciceroni.
(a) Changes to confirmed tour arrangements sometimes have to be made and we reserve the right to do so in accordance with this clause 7. Most changes will be insignificant and we have the right to make these. Where an insignificant change is made before departure, we will notify you in writing. No compensation is payable for insignificant changes. Occasionally, before departure, we may be constrained by circumstances beyond our control to make a significant alteration to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted as referred to in clause 4. Where we have to do so, clauses 7(c) and (d) will apply. All other alterations will be treated as insignificant changes. Please note, 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.
(b) Our holidays require a minimum number of participants to enable us to operate them and we reserve the right to cancel any holiday where this minimum number is not achieved. You will be advised before your booking is accepted of the minimum number applicable to your tour. Failure to achieve this minimum number does not, however, oblige us to cancel. 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. Where any such alteration is significant, clauses 7(c) and 7(d) will apply.
(c) In the event we have to significantly alter any of the main characteristics of your confirmed arrangements or accepted special requirements, we will provide you with the following information in writing as soon as possible: (i) the proposed alteration and any impact this has on the price; (ii) in the event that you do not wish to accept the alteration, details of any substitute package we are able to offer (and any price reduction where this is of a lower quality or cost); (iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration or any substitute package offered; and (iv) the period within which you must inform us of your decision and what will happen if you don’t do so.(d) If you choose to cancel your booking in accordance with clause 7(c), we will refund all payments you have made to us within 14 days of the date we receive your written cancellation. If we don’t hear from you with your decision within the specified period (having provided you with the above mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of our doing so. No compensation will be payable or other liability accepted where a change results from unavoidable and extraordinary circumstances (see clause 8).
(d) If you choose to cancel your booking in accordance with clause 7(c), we will refund all payments you have made to us within 14 days of the date we receive your written cancellation. If we don’t hear from you with your decision within the specified period (having provided you with the above mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of our doing so. No compensation will be payable or other liability accepted where a change results from unavoidable and extraordinary circumstances (see clause 8).
(e) Occasionally, it may be necessary to cancel confirmed tour arrangements. We have the right to terminate your contract in the event (i) we are prevented from performing your contracted holiday arrangements as a result of unavoidable and extraordinary circumstances (see clause 8) and we notify you of this as soon as reasonably possible or (ii) we have to cancel because the minimum number of bookings necessary for us to operate your tour has not been reached (see clause 7(b)) and we notify you of cancellation for this reason not less than 3 months before departure. Where we have to cancel your tour in these circumstances, we will refund all monies you have paid to us within 14 days of the date we inform you of the cancellation but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. We will of course endeavour to offer you comparable alternative arrangements where possible which you may choose to book in place of those cancelled. We also have the right to cancel if you fail to make payment in accordance with the terms of your contract in which case clause 5 will apply.
(f) In the event that unavoidable and extraordinary circumstances (see clause 8) occurring in the place of destination of your tour or its immediate vicinity significantly affect the performance of the contracted arrangements or the carriage of passengers to that destination, you will be entitled to cancel prior to departure without payment of cancellation charges. We will notify you as soon as practicable in the event of this situation occurring.
8. Unavoidable and Extraordinary Circumstances. 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 unavoidable and extraordinary circumstances. In these booking conditions, unavoidable and extraordinary circumstances mean a situation which is beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions and fire.
9. Travel Advice. The UK Foreign Office publishes regularly updated travel information on its website www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk/ 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 7.
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 3 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. If a visa is required, we will 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, please tell us before making your booking so we can advise accordingly. There are no compulsory health requirements for British citizens for any featured destination at the time of publication of these conditions. 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.travelhealthpro.org.uk Information on health is also available on www.nhs.uk/live-well/healthy-body/before-you-travel. Ciceroni Tours Ltd accepts no responsibility for any delay or expense incurred through any failure to have all required travel 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.
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 - 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 – unavoidable and extraordinary circumstances as defined in clause 8 above.
iii) We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services, activities or facilities which your hotel or any other supplier agrees to provide for you where the services, activities or facilities are not advertised by us as forming part of your tour and we have not agreed to arrange them as part of our contract and any excursion, activities or other services you purchase during your tour. In addition, regardless of any wording used by us in any quotation, confirmation, advertising 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.
iv) 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 applicable standards 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 were provided in compliance with the applicable local laws and standards, 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 standards 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 participant to refuse to take the tour in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause 13 i). We do not make any representation or commitment that all services will comply with applicable local laws and standards and failure to comply does not automatically mean we have not exercised reasonable skill and care.
v) Except as set out in clause 13 vi) or as otherwise permitted by English law, we do not limit the amount of damages you are entitled to claim in respect of personal injury or death which we or our employees have caused intentionally or negligently. 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 three times 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 vi) 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. You must ensure you have appropriate travel insurance to protect your personal belongings.
vi) 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 EU regulation applies, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which damages / compensation will be payable) will be limited as if we were the carrier in question as set out below. 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 EU 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, EC Regulation 392/2009 on the liability of carriers of passengers in the event of accidents and/or the Athens Convention (as amended by the 2002 protocol) for international and EU domestic carriage by sea and the Convention of 1980 concerning International Travel by Rail (COTIF) as amended, for travel by rail). Where the carrier would not be obliged to make any payment to you under the applicable international convention or EU regulation (including where any claim is not notified and issued in accordance with the time limits stipulated in the applicable convention or regulation), we similarly are not obliged to make a payment to you for that claim or part of a claim. When making any payment, we will deduct any payment that you have received or are entitled to receive from the carrier for the claim in question. Copies of the applicable international conventions and EU 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 vi)). 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 https://ec.europa.eu/transport/modes/air/safety/air-ban_en 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 (up to 12 hours from the original timing), and/or aircraft type (if advised) will be treated as an insignificant alteration and 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). 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 use the CAA Passenger Advice and Complaints Service. See www.caa.co.uk/Passengers/Resolving-travel-problems for further details.
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 package 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 and Linked Travel Arrangements Regulations 2018 for Ciceroni Tours Ltd (ABTOT No 5305), and in the event of their insolvency, protection is provided for the following:
1. non-flight packages and
2. flight inclusive packages that commence outside of the EU, which are sold to customers outside of the EU.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Ciceroni Tours Limited. In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access the The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents
18. Assistance Whilst Away. In the event you end up in difficulty (of any sort) during your tour, we will provide you with appropriate assistance as soon as reasonably possible including by the provision of appropriate information on health services, local authorities and consular assistance and by assisting you to make distance communications and to find alternative travel arrangements as may be applicable. Where you are in difficulty as a result of your negligence, we may charge you a reasonable fee for this assistance which will not exceed the costs we actually incur.
19. Jurisdiction. Your contract with us and any dispute, claim or other matter of any description which arises between us (“claim”) will be governed by English law. We both agree that any claim (and whether or not involving any personal injury) which arises between us must be dealt with by the AiTO dispute resolution scheme (see clause 10) or 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 may be brought in the courts of Scotland or Northern Ireland, as applicable. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland / Northern Ireland as applicable but if you do not so choose, English law will apply.
Revised 10 Sep 2018