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Terms and Conditions

 

1. CONTRACT

1.1 When making a booking you will be accepting our terms & conditions, general information and pay a fixed amount on behalf of you and all members of your group to secure your services. You must be over the age of eighteen years old to make a booking with Star Tours. Any bookings made within 28 days of departure must be accompanied by 100% of the total tour cost to confirm your tour services. If Star Tours accepts your booking you will be sent a final confirmation or an invoice within seven days of receipt of your booking and a contract will be made between you and us as soon as a confirmation or invoice has been provided. You accept to all our Terms & Conditions when making a booking with us. By using our services you consent to our terms and conditions.

1.2 If booking online, it is your responsibility to ensure that all entered details are correct. If you realise that a mistake has been made after your booking has been confirmed you must inform us within 12 hours after the receipt of your confirmation. If you fail to do so and subsequently wish to make amendments, the fees mentioned in clauses 4 & 5 of these terms will apply.

1.3 If you book through a travel agent, the travel agent will hold your deposit and any other payments until Star Tours sends a confirmation of booking or invoice.

1.4 A binding contract between us comes into existence when Star Tours confirms your booking

The terms and condition of this form will be governed by English law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

1.5 Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier as your contract will be directly with the supplier. Some of these conditions may limit or remove the relevant transport provider's or other supplier's liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.

1.6 All our tours operate with allocated seating, we reserve the right to assign or reassign seats at any time, even after boarding the mode of transportation. This may be necessary for operational, safety or security reasons but not limited to. Medical Requests for seating is at the sole discretion of Star Tours. Any indication of your seating is for reference only and may be subject to change at any time.

1.7 We may operate multiple coaches for our tours; your booking should be under one booking and with the same pickup should you wish to travel with any particulars for any given tour. Bookings can be subject to clause 1.6 of these terms and conditions.

 

2. WHAT YOU PAY & WHEN

2.1 When your tour is confirmed, the remaining balance must be paid within the time frames laid out below (including any surcharges referred to in clause 3) to the office at which you made your booking. Deposits per person (total tour cost and not including discounts or offers) and balance due dates are as follows:-


Holiday Type

Deposit

Balance Due

Coach Tours

25% of holiday cost

4 Weeks prior

Flight Tours & FIT Tours

40% of holiday cost

6 Weeks prior

 


2.2 If you make a booking after the date on which the balance of the holiday is due, you must pay the full holiday cost at the time of booking.

2.3 When booking online, it is important that you understand that payment at the time of booking does not mean that your booking is confirmed. Your booking is only confirmed when we send you the final confirmation of the booking. If due to lack of availability we are unable to confirm your services after you make a payment through the online booking portal, we will refund you any monies paid to us. Any refund owed may take up to two weeks to reflect in your account. We cannot take responsibility for any interest, surcharges or fees which you may incur as a result of a delay in money transfer.

2.4 Price per person is based on 2/3 adults sharing a room. Child must share a room with 2/3 adults. Max. occupancy is 3 adults (excluding infants)

2.5 Early Bird Offer is not applicable for infants aged 0-23 months for any holidays mentioned on our website (www.startours.co.uk) or brochure. Infant prices for coach holidays is for a seat only.

2.6 It is your responsibility to remember to pay the balance, failure to pay will result in your booking being cancelled and we reserve the right to cancel your travel arrangements and retain your deposit, however on some occasions we may email and/or call to remind you. You must pay the balance within 24 hours of receiving the reminder.

2.7 If you do not pay the balance within 24 hours of the reminder then we have the right to cancel your holiday and apply the cancellation charges as set out in clause 5.

2.8 Early Bird offers and other promotional/web-only discount are applicable only in conjunction with confirmed bookings and a deposit payment.

2.9 It is your responsibility to carefully check the confirmation invoice and any other documents issued by Star Tours and let Star Tours or your travel agent know immediately in the event of any error or inaccuracy as it may not be possible to make changes later.

 

3. YOUR HOLIDAY PRICE

3.1 Once we have sent you a booking confirmation or invoice, we will only change the price of your holiday if there is a change or increase in any one or more of the following:

(a) Transportation costs (including flight supplements and the cost of fuel);

(b) Dues, taxes or fees chargeable ,such as landing taxes or embarkation or disembarkation fees at ports and airports; or

(c) The exchange rate applicable to the particular holiday package. (Our prices are fixed using the exchange rates available in the month of October 2016)

(d) In the event of a significant increase in any of the components that are included in your tour cost i.e.: hotels, entrances, flights, transportation & food.

3.2 Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

3.3 If we increase the cost of your holiday by more than 10% you may cancel the holiday, provided that you notify us within seven days from the date you receive the confirmation or invoice with the increased amount. We will refund you the full amount paid by you to Star Tours towards your booking.

3.4 Early Bird Offers and discounts are only applicable to flight tours when the land arrangements and flight components fall within the given budget of the tour price. Early Bird discounts will not apply to flight tours when flight/hotel surcharges are present. Any applicable discounts are only valid to tours that are not amended in any manner.

3.5 (a) All prices are based upon exchange rates as shown on XE on October 2016.

3.5 (b) The Company is under no obligation to give a breakdown of the costs involved in a holiday.

 

4. IF YOU CHANGE YOUR BOOKING

4.1 In the case of Coach Tours; a name, date or tour change will be possible as below provided written notification is received.

 

Amendment/Change for Coach Tours Only

More than 30 days prior to departure

29 - 14 days prior to departure

13 - 8 days prior to departure

7 - 0 days prior to departure

Name Change

£25 per person

£50 per person

£100 per person

N/A

Tour Date Change

£25 per person

N/A

N/A

N/A

Tour Upgrade (Longer Tour)

Free

N/A

N/A

N/A

Tour Downgrade (Shorter Tour)

£25 per person

N/A

N/A

N/A

 

 

We can allow a maximum of two amendments per individual booking. The administration charges stated above will apply for each amendment subject to approval. More than two changes are not possible and it will be considered as a cancellation for which cancellation charges will apply as per the policy.

Any amendment subsequent to confirmation of any flight tours, FIT Tours will be subject to cancellation fees stated in clause 5.1 of these terms and conditions.

If you want to replace any individual in your booking subsequent to confirmation, it will be your responsibility to find a replacement. Star Tours cannot take any responsibility of introducing another individual to replace the original tour participant.

4.3 Any change and subsequent re-change back to the original non amended booking will be deemed as a change(s) and no refund, discount and or compensation will be due for such eventualities.

4.4 You can change your pick up point up to 10 days prior to departure free of charge (21 Days during departures covering bank and National holidays). Within 10 days it may not be possible to make changes to your pickup point; if possible then there will be £10 admin charge per person. Pick up points will be confirmed only 10 days prior to departure, and are subject to availability.

4.5 Any changes or amendments will void any discounts, Offers or Deals given at the time of the original booking.

Note: Certain travel arrangements (e.g. Apex / No frills airlines Tickets) 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 and, or all of the arrangements.

 

5. IF YOU CANCEL YOUR HOLIDAY

5.1 If you or any member of your party wishes to cancel your holiday, you should notify us or the travel agent with whom you made the booking, in writing. If you cancel the holiday, then we will charge the cancellation fees as set out in the table below. Star Tours shall remain within its rights to forfeit the non-refundable deposit amount paid to confirm the booking to recover the scale of cancellation charges set by our suppliers. Cancellation schedule will be calculated from the time of receiving the notification in writing.

Cancellation policy will apply if a) tour participant cannot adhere to the tour payment schedule set out, b) in the event that visas for any countries are not granted or c) In the event that any tour participant is unable to travel for any reason whatsoever, including medical grounds.

 

Notice Given for Cancellation

Coach Tours

Flght Tours & FIT Tours

More than 42 Days

25% of total holiday cost

40% of total holiday cost

41 - 28 Days

25% of total holiday cost

50% of total holiday cost

27 - 14 Days

50% of total holiday cost

75% of total holiday cost

13 - 7 Days

75% of total holiday cost

90% of total holiday cost

6 Days or less

100% of total holiday cost

100% of total holiday cost


 

The cancellation charges shown represent a percentage of the total holiday price, excluding insurance premium or any additional charges as these charges may need to be paid in full (e.g. visa charges, courier, postal).

Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges through your insurers.

5.2 Due to increased security measures, all airlines now require first and last names on the airline tickets. This must be the same name that appears on your passport, which must be the same name given when making your booking with us. It is your responsibility to ensure this information is correct on your invoice and other documentation. Any changes will lead to an administrative charge (of which you will be notified at the time).

5.3 Should you wish to cancel a holiday and re-book this will be subject to the cancellation terms within these booking conditions. If the alternative booking requires a greater deposit than has already been paid then the balance between what is required as a deposit and any deposits already paid becomes due.

 

6. BOOKINGS MADE ONLINE

6.1 You may choose to book your holiday online through our online booking portal. All bookings which are made online are subject to the terms & conditions which apply to all bookings made with Star Tours. All bookings which are made through our web-portal remain provisional until Star Tours issues a final confirmation invoice.

6.2 All bookings made through our web-portal are subject to accuracy checks by Star Tours before services which are requested can be confirmed. If the requests which you make (i.e. regarding rooming, seating, dietary, etc.) at the time of your booking process are contrary to these Terms & Conditions or published general information, we have the right to refuse the booking. In this circumstance, we will contact you and inform you of the inaccuracies. At this time, you may choose to amend the booking in line with accepted policies and pricing or cancel your provisional booking with Star Tours. Online bookings may allow selections contrary to our policy, these are subject to our approval.

6.3 It is your responsibility to ensure that you review our terms & conditions, general information and have all relevant documentation prior to beginning the booking process. To complete your booking you will be required to register an account, fill all necessary fields, read and accept the terms & conditions and the published general information and provide a minimum deposit or full payment depending on your departure date proximity. By using our services, you accept to our Terms & Conditions.

6.4 All bookings processed through the online booking portal must be paid in UK Sterling. If you choose to use a debit/credit card which is not issued by a UK bank, you will incur the respective surcharges/fees placed upon you by your issuing bank or building society.

6.5 It is important to understand that your booking will be confirmed only once you have received a final confirmation invoice from Star Tours. Payment at the time of booking does not guarantee that your booking is confirmed. If your booking is confirmed by Star Tours, you will receive a final confirmation invoice within 24 hours of completing your booking.

6.6 It is your responsibility to ensure that all details are correct before you complete your booking with a payment. If you notice any inaccuracies when you receive the booking confirmation, you must contact us within 12 hours of receipt. If you fail to notify us within 24 hours, amendment fees will apply as per section 4.1 of these terms. Any surcharges incurred will not be refunded.

6.7 Web-based discounts are only applicable on bookings made through the online booking portal. Star Tours has the right to withdraw web-based discounts or promotions at any time and without prior notice.

 

7. IF WE CHANGE YOUR HOLIDAY

7.1  Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible opportunity.

We also reserve the right under certain circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel that tour departure. However, we will not cancel your travel arrangements less than two weeks before your departure date, except for reasons of force majeure. If we are unable to provide the booked travel arrangements or similar, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available. Star Tours cannot be held responsible for any cost which you incur as a result of cancellation due to lack of passenger participation. Star Tours accept no liability for bookings made outside the services rendered by us.

In accordance with EU regulations we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows (other scheduled carriers may be used from time to time):

EGYPT AIR / SWISS AIR / EASYJET / ALITALIA / BRITISH AIRWAYS / JET AIR / AIR FRANCE / SINGAPORE AIRLINES / LUFTHANSA/TURKISH AIRLINES/ UNITED AIRLINES/ BRITISH MIDLANDS/AMERICAN AIRLINES/ DELTA/ CONTINENTAL/GULF AIR/ KLM

7.2 If we make a minor change to your holiday (for example a change to travel time, a change of departure and return point , a different mode of transportation to a major joining point such as London, a change in accommodation to a lower official classification for one or two nights, or a change of advertised tour itinerary where the change is not a major change), you will not be entitled to any compensation as a result of such minor changes.

7.2(a) Dover pick-up can only be provided if the ferry departs from the Port of Dover and therefore Dover pick up is not guaranteed.. You can initially select Dover although if unavailable then you will need to change your pick up point. (Star Tours will not be responsible for any costs associated with you changing your pick up).

7.2(b) If you have arranged for an external pick up then transportation from your chosen pick up to the point where you will board the coach may be arranged by a private car, minibus or an alternative coach. If you have booked a return pick up/drop off service then there may be up to ninety minutes wait for a connecting coach (if the wait is more than ninety minutes then a dinner voucher may be provided by Star Tours at Wembley, London).

7.2(c) Star Tour’s reserves the right to change the timings of any external pick up.

7.3 If we make a major change to your holiday, for example a change to your UK airport, (unless we change from one recognised London airport to another), time of departure or return of more than 12 hours:

We will tell you of the change as soon as possible; you can decide to accept the change and continue with the holiday as amended, accept an alternative holiday (and if the alternative holiday is cheaper we will refund you the cost difference) or you may choose to cancel your booking.

7.4 If, as the result of a major change you choose to cancel your booking we will refund all monies that you have paid to us (For services rendered only by us). No compensation will be paid for any other bookings and, or loss you may have suffered as a result of the change.

7.5 We shall not be liable to pay compensation to you, where there is a major change or a minor change, upto and including the below clauses:

7.5a We shall not be liable to pay any compensation or cost as a direct result of us cancelling a Tour; for services that are booked above and beyond the specified tour. This includes but not limited to Hotel, transportation (flights, train, coach, ship/ferry); any subsequent bookings are made solely by you, despite of us confirming a tour.

7.5b We, or the supplier of the services in question could not, even with all due care, foresee or avoid; or if the change is due to unusual or unforeseeable circumstances beyond our control and the control of our suppliers, the consequences of which we or our suppliers could not have avoided even if all due care had been exercised.

Examples include hostilities, political unrest, war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disasters, flood, fire, epidemic or health risk, advice from any environmental health office or body, technical problems to transport, road traffic conditions, airport closures, adverse weather conditions or similar events beyond our control.

Force Majeure: This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because unforeseeable circumstances beyond our control. These can include but not limited to, e.g. war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions.

7.6 With regards to flight tours, if we do not have the required minimum number of passengers, we may operate the tour on individual basis covering the same itinerary, where we would not be able to provide you the services of a full time tour manager, but there will be a local guide/driver who will assist you to all the main sightseeing places.

7.7 If due to unusual or unforeseeable conditions, we may have to cancel the “Paris by night tour” then we will be offering a refund of 10 Euros per adult. (Children 11 years and below will not be eligible for this refund).

7.8a If due to unforeseen circumstance or adverse weather conditions, the Eiffel Tower may restrict top floor access. In this case we will reimburse clients the difference between second floor and third floor entrance cost. On some occasions, the entrance of the Eiffel Tower may be restricted all together. On these occasions, the entrance cost will be reimbursed or an alternative attraction will substitute the Eiffel Tower visit.

7.8b If due to unforeseen circumstance we are unable to do a advertised excursion, city, monument, attraction or any advertised service then we will reimburse clients the cost if applicable. The cost refunded will be our contracted rate and not the advertised individual entrance cost.

7.9 In addition, there are various trade fairs, exhibitions and seminars that take place during the holiday season; although we try to avoid these, it may be the case that we will need to change the hotels offered and its location to another town or city. If this is the case we will try and advise you at the time of booking or at the earliest possible time prior to your travel. Otherwise our tour manager or local representative will inform you of the changes on the spot and we solicit your full co-operation in accepting such circumstantial changes. Therefore no grievance regarding service/itinerary changes will be entertained from the tour participant during or after the tour.

 

8. OUR RIGHT TO CANCEL YOUR HOLIDAY

8.1 In order for us to run each tour, there must be a minimum number of passengers who book. If the minimum numbers of people do not travel for a specific date, we may cancel the tour for that date. If we cancel because there are not enough passengers, we will refund full amount you have paid to us in respect of the tour (for services rendered by us). Star tours reserves the right to amend, amalgamate, alter, vary or cancel a tour without incurring any liability to pay any compensation. Star Tours cannot be held responsible for any cost which you incur as a result of cancellation due to lack of passenger participation.

8.1(a) We will notify you of the cancellation at least 2 weeks prior to the departure date. This will be communicated to you over the phone, email or writing.

8.2 We reserve the right in any circumstances to cancel your holiday for any reason. If the Company is obliged to cancel your holiday in any other circumstances before departure, the Company will use its best endeavors to offer alternative arrangements of equivalent or very closely similar standard and price, if available

8.3 In the event that we may have to cancel your tour, we may from time to time where logistically possible, operate the same tour using a mini bus; (Mini busses do not have air-conditioning,toilets or other facilities on board) which will be offered to you at the same price or with a small premium. This is subject to us having a minimum number of passengers. If you do not wish to take this option, then a full refund will be provided (for services rendered by us).

 

9. SPECIAL NEEDS & SPECIAL REQUESTS

9.1 Where possible, we accept bookings from people with special needs who wish to make special requests, although we cannot guarantee to be able to do so.

9.2 Star Tours reserves the right to refuse a booking or service, based upon the appropriateness of the tour, for an individual passenger.

9.3 IMPORTANT: Please note that if you have a special need or a special request this must be given to us in writing(This does not imply the request will be granted or adhered to), and if we accept your booking, we still cannot guarantee to provide for your special need or your special request.

9.4 If you have a special request (e.g. Veg meals) on the flight please check and inform us when you book your holiday and we will pass this information onto our suppliers. Our note of request on your invoice confirms we have received it however does not guarantee that we or the relevant supplier can meet with your request. We will not pay compensation for failing to meet a special request that we have not confirmed separately in writing.

9.5 We cannot endow the aid of a tour manager for walking, dining, getting on/off any transportation or for any other personal needs. It is indispensable that a qualified companion must accompany any traveler who needs such assistance at a cost borne by the traveler or companion. In the absence thereof, such traveler will be joining the tour on their own risk and consequence.

9.6 Step-free access to hotels, restaurants, coaches and attractions may not be present. If step-free access is paramount to the successful completion of your tour, it is strongly recommended that you consult our sales team before making a booking with Star Tours to clarify the suitability of hotels, restaurants, coaches and attractions.

9.7 All our tours are conducted in English, we have multi-lingual tour manager’s however we cannot guarantee nor confirm the tours will be conducted in any other language. All our local guides will communicate in English only.

 

10. OUR RIGHT OF REFUSAL

10.1 In addition to our rights under clause 9.3, we may refuse to accept a booking or terminate your holiday in the following circumstances:

(a) if you fail to advise us in writing at, (or promptly after) the time of booking of any relevant medical condition or disability from which you suffer and for which you seek special assistance or attention from us or our suppliers;

(b) If, during the course of the holiday, we reasonably consider that you are unable to cope with the demands of the holiday;

(c) If you act unreasonably and we reasonably consider that your actions or behaviour are likely to cause distress, damage, danger or annoyance to other customers, employees or third parties or to the property of any person.

10.2 If you are prevented from travelling or from completing your holiday in the circumstances set out in clause 9.1, our responsibility to you for your holiday will cease when we terminate the holiday.

10.3 You will not be entitled to any refund where we terminate your holiday in the circumstances set out in this clause and we will not be liable to pay any compensation to you as a result of terminating your holiday.

 

11. OUR RESPONSIBILITY TO YOU

11.1 During your holiday your driver, tour leader, guide, hotel or other service providers may offer services or excursions which are not included in the price of your holiday or listed in our brochure. Since they do not form part of your contract with us, we do not accept any responsibility for their cancellation or curtailment or for any loss, damage, injury or death that you may suffer. If you wish to make a complaint or bring a claim in relation to such excursions or activities, then you should contact the person who offered them to you directly.

11.2 For operational reasons not all additional excursions listed on the tour itinerary or published online may be available during your tour. Your tour manager will advise you of availability whilst on tour. All additional and, or optional excursions are not  guaranteed to operate and operation of them is subject to the discretion of the operator

11.3 Our liability to you for the acts of our suppliers and employees  is limited by our terms & conditions. Our liability to you for your holiday and any loss, damage or injury that you may suffer in relation to, or as a result of it (whether caused by us or by our employees or suppliers acting on our behalf) shall be limited as follows:

(a) We shall not be liable in circumstances that we, our suppliers and employees could not, even with all due care, foresee or avoid or for unusual or unforeseeable circumstances beyond our control, consequences of which we could not have avoided even if all due care had been exercised;

(b) If you travel on a ship, train or aircraft as part of your holiday with us, the carrier’s conditions of carriage (copies of which are available from us on request) will apply. The carrier’s liability to you may be significantly limited by its conditions of carriage and by international conventions; our liability to you will also be limited to applicable international conventions.

(c) In the event of a breakdown of a coach on a touring holiday, our liability will be limited; if, for any reason we cannot provide a replacement coach and that you miss out on a significant attraction we will reimburse the amount which we have paid to the supplier, though we will endeavour to replace the coach at the earliest. However sometimes delays will occur due to many reasons beyond our control. In this event we are also entitled to use a replacement coach that we deem fit to conclude the rest of the journey. The replacement coach may or may not have the same amenities as the original coach.

(d) Star Tours accept no liability for loss or damage whatsoever for baggage or personal belongings placed on any of our transporting vehicles, Hotels, Suppliers property; regardless of circumstances at hand.

 

12. LIABILITY

12.1 Star Tours shall under no circumstances whatsoever be liable to the passenger or his/her co-traveller for: a) Discontinuation of tour due to loss/destruction of passports/travel documents prior/during the tour culmination, and any further expenditure for the tour participant due to such loss/destruction of passports/travel documents. b) Personal injury, delay, sickness, accident, death, discomfort, increased expenses, consequential loss and/or damage on account of theft or injury howsoever caused. c) Temporary or permanent loss/damage to baggage/personal effects howsoever caused. In this condition “howsoever caused” includes wilful negligence on the part of any person. d) Expense caused due to personal injury, delay, sickness, accident, death, discomfort. e) Loss of baggage by Airline/Cruise line/Surface transportation. e) Airline not allowing tour participant board the aircraft for reasons beyond the control of Star Tours. f) Failure on the part of an Airline to accommodate tour participant(s) despite having confirmed tickets. g) Damage or loss caused due to reasons beyond the control of Star Tours (including Force Majeure).

12.2 No liability on the part of Star Tours in any way out of this contract in respect to your holiday, tour, excursion facility shall exceed the total amount paid or agreed to be paid for the same and shall in no case include any consequential loss or additional expense whatsoever.

12.3 Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions, and bookings with Star Tours are subject to a contract with the suppliers. These terms and conditions may limit or exclude their liability to you. Copies of the relevant parts of their terms and conditions are available from Star Tours and the relevant suppliers. Star Tours will endeavour to ensure that all elements of the itinerary advertised are fulfilled by our supplier however as we act as an intermediary for the third party supplier concerned we will not be liable in relation to the arrangement provided by that third party supplier/s or for the acts or omissions of the third party concerned.

12.4 You are responsible for checking-in for flights and presenting yourself for all pre-booked attractions whilst on holiday. Star Tours cannot accept liability for clients missing flights as a result of late check-ins or arrivals and no credit notes or refunds will be given if you fail to take up any component of your tour.

12.5 You are responsible for joining our coach tours as per the pickup time given on your confirmation. Star Tours cannot accept liability for clients missing any component of your tour. No credit notes or refunds will be given and we will not be liable for any costs incurred by the client who wishes to rejoin the tour.

 

13. COMPLAINTS

13.1 We ensure that we will fulfil our duties and promise to deliver an enjoyable and trouble free holiday. However, problems do occasionally occur. If you have a problem or complaint during your holiday, please inform the relevant supplier (for example the hotel owner) and our tour manager as soon as possible. They will try and rectify the problem immediately. However, if the problem or complaint is not resolved to your satisfaction, you should write to us within 28 days of the end of your holiday.

13.2 In the event of a problem or complaint involving the negligence of any of our suppliers, subcontractors or agents (as opposed to any negligence on our part or on the part of any of our employees acting within the course of their employment) we cannot accept any liability if you do not report the complaint during the tour, or at the hotel (in accordance with the procedure set out above) and you fail to report the complaint to us in writing, giving full details (as set out above) within 28 days of your return from holiday.

13.3 We aim to respond to any complaints within 28 days although this can sometimes take longer as we have to investigate and may need to wait for replies from suppliers or other third parties. Any dispute or claim which arises out of (or in connection with) your contract or holiday must be dealt with under the ABTA arbitration scheme, or brought to the courts of England and Wales only. It is only these courts that will have any jurisdiction to hear any claims made under or relating to it. For full details on the arbitration scheme, please visit the ABTA website www.abta.com

13.4 If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on tour and this will affect your rights under this contract.

 

14. PASSPORTS & VISAS

14.1a You should ensure that you allow sufficient time (please check with the relevant embassy for suggested application process time) to apply for a passport.

It is the passenger’s responsibility to ensure that they possess all relevant travel documents prior to departure of their scheduled tour. If the passenger is acquiring the necessary visas/travel documents independently from Star Tours, then it is the passenger’s responsibility to ensure that they fulfil all necessary criteria prior to the scheduled tour departure. If for any reason the tour participant is unable to travel due to incomplete travel documentation after booking and confirmation of tour, the tour participant will be subject to cancellation policy as stated in clause (5.1) of these terms and conditions.

(a) UK CITIZENS – Travelling on holiday outside the EC, you must have a passport, valid for at least six months from date of departure. For all other countries, it is advisable that you check with relevant embassies or consulates.

(b) NON-EC CITIZENS – Holders of Non-EC passports are most likely to require a visa for certain countries visited within our brochure. At Star Tours, we provide a visa service at an extra cost for certain cases, which is separate to your holiday cost. You must submit all documents required all together. Applications with documents pending will not be accepted or held. It is your responsibility to submit all documents to us at the correct time and accurately. Though we try our best to obtain the visa on your behalf, it is solely at the discretion of the relevant consulate to accept your application; we can therefore not take any responsibility if the visa has been refused for any reason whatsoever. We will try to process your visas as early as possible; however, we reserve the right to choose the date of submission for the application. It is responsibility of the passenger to ensure they have the correct visa in place before travelling. In the event passengers are not able to travel due to not having the correct visas, the cancellation policy set in clause 5.1 will apply.

14.1b If you are processing your visa through Star Tours in the UK and the visa is rejected refused or delayed by the consulate and we know the outcome 10 days prior to departure, then we will charge 25% of the tour cost for coach tours and 40% for all flight & FIT tours. If the visa is rejected within 10 days of tour departure then the cancellation will be 35% of the tour cost for coach tours and 50% for all flight & FIT tours that are cancelled (This only applies if the booking is made in UK and if the visa has been applied through Star Tours UK). If you are ineligible to apply for Schengen visas or you are unable to submit the documents as informed by Star Tours within a timeframe specified by Star Tours, cancellation fees stated in point 5.1 will apply. The visa fee and service charge is non-refundable in all circumstances.

14.1c Star Tours cannot be held responsible for any loss or damage to your documents, and passport in the part of the embassy concerned.

14.1d Customs & Immigrations delays and enquires. Star Tours will not be held responsible, if you are stopped or held by any government department, e.g. Police, Customs, Immigrations or any other authorities of the destination country. The tour will continue and no financial or any other kind responsibility will be accepted by Star Tours. Passengers that are held back will have to make their own arrangements to their respective destination.

14.2 It is your responsibility to check any travel documentation which we issue in relation to your booking as soon as you receive it. Please contact us immediately if you believe that the document is incomplete or incorrect. We will not be able to accept liability for inaccuracies if we are not notified within five working days of issuance. you will be responsible for any associated costs in relation to any amendments.

14.3 Some airlines now require additional passport information (API) and failure to provide this will result in you being denied boarding. We do not accept any responsibility if you cannot travel due to this, no refund or compensation will be offered.

 

15. HEALTH

15.1 UK & EC Citizens are advised that from 1st January 2006, you will need a European Health Insurance Card (EHIC) to receive healthcare that becomes necessary during your visit to an EEA country or Switzerland. Please note that we strongly advised that you should still obtain travel insurance as a precautionary measure.

15.2 NON EC Citizens are advised to obtain the necessary travel insurance from their country of origin, in case of person residing in the UK on work permits etc. they may obtain travel insurance from us or any other insurance supplier of their choice. We strongly advise that all passengers obtain travel insurance for the entire duration of their holiday.

15.1a VACCINATIONS, HEALTH, SAFETY & LOCAL STANDARDS

In certain countries vaccinations may be required or recommended by the Department of Health. As regulations are frequently changing, you must check with your doctor as to which vaccinations’ are advisable for your chosen holiday. You should also refer to the Department of Health leaflet “Health and Advice for Travellers”. You may also check with your local health provider. Valid medical insurance for the entire duration of your trip is highly recommended.

The safety standards and regulations, which apply overseas, are those of the country concerned. Often they do not aspire to the same levels as in the UK, due to this the general standards of safety, hygiene, fire precautions; etc can differ to those we expect in the UK. We suggest you familiarise yourself with fire escapes, and check depth and exits from swimming pools before swimming. Upset stomachs can easily be caused from climate change, water & ice. Sexually transmitted diseases are a serious threat throughout the world. Please exercise precaution and seek immediate advice if you think you may be affected. Avoid skin piercing and touching wild or stray animals as rabies is also a big threat. You should take due care of sunburn by using creams and not over exposing yourself. It is advisable to keep note of any significant medical condition you have and details of any medication you are prescribed.

15.1b ALLERGIES AND SPECIAL DIETARY REQUIREMENTS

Star Tours will attempt to accommodate the requirements of individuals who suffer from allergies. Passengers who suffer from allergies must inform Star Tours in writing at time of booking. Individuals who suffer from severe allergies are strongly advised to take all relevant precautions before travelling. Passengers are strongly advised to inform the Tour Manager of any allergies at the beginning of the tour. Star Tours can take no responsibility for the actions of other passengers who aggravate allergies suffered by another passenger. We cannot guarantee that food within Restaurants and Kitchen Caravans are free from allergens (e.g. nuts) due to potential cross contamination risks from product, people and the environment.

Star Tours will attempt to accommodate any requests concerning dietary requirements; however passengers are advised that these are not guaranteed. Passengers will be informed regarding the adherence to these requirements at time of dining by the tour manager.

 

16. DAMAGE OR LOSS OF PROPERTY

16.1 You will be responsible for making full payment for any damage or loss caused by you or any of your party whilst on tour. Payment must be made directly to the service provider concerned. In failing to do so, you will be liable for any claims or legal actions against us or you (together with any third party legal costs) resulting from your or your party’s actions.

16.2 Star Tours will take no responsibility for retrieving any items of lost property due to safety and legal reasons. Star Tours will take no responsibility in reclaiming any belongings from affiliated or third-party suppliers. It is the client's’ responsibility to contact the service provider directly and arrange for payment and shipping independently. If items are returned to Star Tours, we will not be responsible for any damage sustained during transit. Any belongings misplaced by passengers and subsequently given to Star Tours will be held for a maximum of seven days. Belongings which are not claimed within seven days will be disposed off.

 

17. HOLIDAY INSURANCE

Star Tours travel insurance is arranged by with Travel & General Insurance Services Ltd and details are viewable by clicking on ‘Travel Insurance’ on the home page.

Travel insurance endorsed by Star Tours is only suitable and valid for UK RESIDENTS.. It is the sole responsibility of passengers to declare any medical conditions at the time of purchasing the insurance.

 

18. FINANCIAL PROTECTION & LICENSING

Holidays in this brochure are operated by Star Tours Ltd. (a member of the Association of British Travel Agents) (ABTA – W8770) and the Civil Aviation Authority (ATOL – 5639). We are associated with the above organisations to protect customers and for holiday repatriation. The brochure and accompanying literature are issued on the sole responsibility of the tour operator. They are not issued on behalf and do not commit the airline(s) mentioned therein, or any airline whose services are used in the course of the holiday. For further information on protection please visit the following website: www.atol.org.uk. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 Web: www.abta.com. “Your Financial Protection

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.”

 

19. DESCRIPTIONS

Every effort is made to ensure that the details, description and prices contained in company literature are correct, based on inspections, and information passed to the Company by its suppliers. However changes do occur, sometimes at short notice and therefore the Company will advise you at the time of booking, or if after booking as soon as possible of any such changes to our published information. It is not always possible for the Company to control all elements of the holiday whereby advertised facilities can sometimes become unavailable at short notice due to inclement weather conditions, lack of demand, emergency repair works etc.

 

20. DATA PROTECTION STATEMENT

The law concerning data protection and your privacy can generally be found in the Data Protection Act 1998 and its associated legislation.

If you are booking a holiday with us, we need your personal details in order to process your booking and to enable us (or our suppliers and agents) to get in touch with you in connection with your travel arrangements, if required. Similarly, if you are booking a holiday with us or are enquiring about a holiday, or are responding to one of our promotional campaigns and would like us to update you with information about the services and products we offer, then we need some personal information in order to communicate with you. We collect personal information such as names, addresses, telephone numbers and email addresses. If you book a holiday with us we will also collect your passport and credit or debit card details. It may also be necessary for us to collect information of a more personal nature. This information will allow us to process your booking, fulfil or pass on any other request you might have.

When you make a booking, request a brochure or sign up for our email updates then we will securely store your contact details in order to contact you with details of products and services we think you might be interested in. Rest assured we do not sell your personal details to other companies. If you decide you would rather not receive news, information and offers about our holidays, please let us know in writing to: Star Tours Ltd, 312, Harrow Road, Wembley, Middlesex, HA9 6LL.

 

WEBSITE ACCURACY

Information provided within this Website is factually accurate at the time of print (Ocotber 2016). We have tried our best to provide an accurate description of all the services, amenities, exchange rates and places of interest within this Website. However circumstances can change which are beyond our control and thus we cannot take responsibility for the same. These can take the form of circumstances such as force majeure, bad weather/traffic, closure of hotels/restaurants, over booking of hotels/restaurants, restricted access to certain sightseeing due to necessary re-routing and availability of services.

 

The prices and details within this Website will become void once a new prices are published. Errors and omissions excepted.

 

The prices shown on the Website can be changed at any time without prior notice. Such changes do not apply to reservations already accepted.

 

Star Tours Limited, explicitly reserves the right to correct any pricing errors on our website and/or on pending reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty. Star Tours Limited is under no obligation to provide services to a customer at an incorrect (lower) price, even after customers have been sent confirmation of their booking.

 

 

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For more information contact your travel consultant on +44 (0) 208 900 2323

Star Tours
312 Harrow Road,
Wembley,
Middlesex HA9 6LL
United Kingdom
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ATOL
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