YOUR FINANCIAL PROTECTION
When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by Borderlands Travel Ltd through the Travel Trust Association (TTA).
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency.
All money accepted from you is held in a TTA Trust Account at all times. Every Travel Trust Association member deposits your money into the Trust Account. A Trust Account is a bank account designated to hold the customers’ money. Your money remains in the Trust Account and is supervised by an appointed Trustee who is either a banker, chartered or certified accountant or a solicitor. Both the Travel Trust Association members AND the Trustee are required to authorise payments from the Trust Account.
For further information, visit the TTA website at www.traveltrust.co.uk
IMPORTANT TO NOTE: Please read these booking conditions carefully, they form an important part of the contract for your holiday.
Your contract is with Borderlands Travel Ltd, a member of the TTA.
All holidays advertised in our brochures and on our website are operated by Borderlands Travel Ltd, registered number 8401495 (hereinafter called ‘the Company’ or ‘we’), registered office 2 Bridge Terrace, Station Town, Wingate, County Durham, TS28 5ET, UK and are sold subject to the following conditions:
1 Law & Jurisdiction
This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts.
Please Note: Adequate and valid travel insurance is compulsory for all Borderlands travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance for your booking by the date of departure.
You are responsible for ensuring that you are in possession of valid travel insurance for the entire duration of your trip in respect of medical expenses, medical emergency repatriation (including helicopter and air ambulance) and death.
You must ensure that there are no exclusion clauses which limit cover for the type of activities included in your tour, such as, but not limited to, trekking at altitude, as Borderlands Travel Ltd will not be responsible for costs you may incur as a result of not having valid or adequate travel insurance. You are required to carry proof of insurance with you and produce it at the pre-departure meeting or if requested by suppliers.
It is the responsibility of all our clients to declare any material facts including known medical conditions to their insurers, as failure to do so may result in a claim being reduced or declined.
3 How to Book
To make a booking you can contact us over the telephone or via the website. The person making the booking (the ‘lead name’) must be 18 years old or over and possess the legal capacity and authority to make the booking and accepts these booking conditions on behalf of everyone in their party.
If you book less than 70 days before departure, full payment must be made on booking. Over 70 days before departure you will be required to pay a deposit of £250 per person. If you do not pay the balance by the due date your booking will be cancelled and you will forfeit your deposit. Please note that all payments made on a credit card (whether deposits, part payments or final balances) will be subject to a levy of 2%. If we accept your booking, we will issue a Confirmation Invoice. A contract will exist between us from the date we issue the Confirmation Invoice or if you book within 7 days of departure the contract will exist when we accept your payment. When you receive the Confirmation Invoice please check the details carefully and inform us immediately if anything is incorrect.
Travel documents will be sent approximately 2 weeks before the departure of your tour, and will not be issued unless payment of the due balance has been received and any cheques have cleared. Unless you specify otherwise, all documents will be sent via email. We cannot accept any liability for tickets lost in the post. You may also be required to pay for any non-transferable and non-refundable items such as National Park entrance fees and Permits.
Your personal safety is of paramount importance to us and therefore it is imperative that you advise us at the time of booking of any condition, medical or otherwise, that might affect your or other people’s enjoyment of the trip.
4 Prices & Surcharging, Credit Card charges
Dates and itineraries shown for tours departing after 1 January 2017 are indicative only and subject to change.
All prices we advertise are accurate at the date published, but we reserve the right to alter the prices of any of the holidays shown in our brochure or on our website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as exchange rates mean that the price of your travel arrangements may change after you have booked.
Exchange rates: price increases and surcharges will be calculated accordingly to the full extra cost compared to the costs and exchange rates obtained when our printed brochures or literature stating prices were produced. However, there will be no change within 30 days of your departure.
If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option to change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancel and receive a full refund, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice.
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.
5 Alterations By You
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of £85 and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. For alterations within 70 days of departure Cancellation Charges will apply.
6 Alteration By Us
As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday and receiving a full refund of all monies paid. In some cases we will also pay compensation of £85 per person. These options don’t apply for minor changes. Examples of minor changes include change of accommodation to another of the same or higher standard, change of tour route and order, changes of carriers.
We will not cancel your travel arrangements except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday if the minimum number of clients required for a particular travel arrangement is not reached. If your holiday is cancelled 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 (we will refund any price difference if the alternative is of a lower value). In some cases we will pay compensation (see below).
If we cancel or make a major change and you accept a refund, we will consider an appropriate refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy.
If we cancel or make a major change we will pay compensation of £85 except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
11 Force Majeure
We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, the threat of war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, advice against travel by the Foreign Office or unavoidable technical problems with transport.
12 Cancellation By You / Refund Policy
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our offices. If written notification of cancellation is received more than 70 days before departure only your deposit will be forfeited. If you do decide to cancel your trip, you will have your payment returned to you providing that the cancellation is communicated to Borderlands Travel in writing. Written notification is essential even if verbal notification of an intention to cancel has been given. Cancellation charges will be applied as shown below calculated from the day written notification is received by Borderlands Travel. Cancelling less than 70 days before departure the following cancellation charges will be applied:
- 70 to 35 days 40% of final invoice
- 34 to 21 days 60% of final invoice
- 20 to 8 days 80% of final invoice
- Within 7 days 100% of final invoice
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
13 Our Responsibility for your Holiday
Your booking is accepted on the understanding that you realise the potential risks and hazards that can be involved in adventure travel of this kind, including injury, loss or damage to property, discomfort and inconvenience. We will also accept your booking on the understanding that you realise the safety facilities in the developing world – in the vehicles, on the roads and at the tourist sites – often do not match ours in the west. Where the client does not suffer personal injury, the Company accepts liability should any part of the tour arrangements booked with Company not be supplied as described in the itinerary. However we do not accept liability for compensation should there be no fault on the part of the Company or its suppliers and the reason for the failure in the tour arrangements was the client’s fault, the actions of someone unconnected with the tour arrangements or could not have been foreseen or avoided by the Company or its suppliers even if due care had been exercised.
Where the client does suffer personal injury or death as a result of an activity forming part of the tour arrangements booked with the Company, the same rules shall apply. Our responsibility does not start until you meet the group or our overseas representative at the designated start point overseas; usually at the pre-departure meeting in the city at the start of the trip. We are not responsible for any additional expenses incurred by you in getting to the meeting point. If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
14 Overland kitty
On some overland trips you are required to contribute to a Kitty. The Kitty is a compulsory on-ground payment put into a central fund and overseen by the travellers and the crew. A full description of what the Kitty includes is in the Trip Notes. Kitty amounts are subject to change so please check our website for the up-to-date amount 48 hours prior to your trip commencement.
15 Complaints process
If you have a complaint during your holiday it is strongly recommended that you communicate it to the supplier of the services as well as to our representative without delay. 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 in the destination and this may affect your rights under this contract.
If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to Borderlands Travel Ltd, 2 Bridge Terrace, Station Town, Wingate, County Durham, TS28 5ET, UK. We will acknowledge your written notification within 7 days and aim to provide a full response within 28 days.
16 Passport, Visa, Health and Travel Documentation
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassy, Consulate or Foreign Office. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. If you fail to do so, we have no liability to you for any cost, loss or damage which you suffer, nor will we refund you the cost of any unused portion of your travel arrangements. In some cases, countries will refuse entry to clients who have criminal records. Clients travelling overland to certain destinations may also pass through controls of other countries en-route so this should be allowed for with any passport/visa applications.
Please note that for some trips we need to request special permits, and as such we will require your passport details prior to accepting your booking. Furthermore, if you renew your passport after you have booked, you may be required to take your old passport with you to maintain the validity of the permit.
It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements, recommendations for your destination and any costs. Where you do not do so and either are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor, will we refund you the cost of any unused portion of your travel arrangements. Clients with existing medical problems, pregnant women and anyone who has recently visited other countries should check requirements with their general practitioner.
When assessing whether tours or expeditions will operate we use information from our local offices in conjunction with advice from the British Foreign Office and other relevant government bodies. It is your responsibility to acquaint yourself with the travel advice provided by these government bodies.
17 Group Size
Unless otherwise stated our tours are based on a minimum of 4 and a maximum of 16 guests (plus 1 Tour Leader in most cases). In the event that we are unable to operate the tour on this basis, you will be advised at the earliest opportunity and always no less than 28 days before departure. At that time you will be offered one of the following options:
- travel as planned, but at an additional supplement, payable per person. The cost of this supplement will vary depending on the itinerary and number of confirmed clients.
- the same tour but for a different date or a different tour, for another destination and date.
- a full refund of all monies paid to the Company.
18 Photography & Testimonial
Any likeness or image of you secured or taken on any of our holidays may be used by the Company without charge in all media (whether now existing or in the future) for bona fide promotional or marketing purposes, including without limitation promotional materials of any kind such as brochures, slides, video shows or the internet. Any written feedback supplied to the company may also be used for promotional purposes as detailed above.
19 Trip Notes
If we issue detailed trip notes for your booking these trip notes and all the information contained therein will be deemed to be part of the contract. Trip notes are available from our website and contain up-to-date definitive information about the itinerary and travel arrangements. Should there be a discrepancy between the information in the brochure or website and the trip notes, the information in the trip notes supersedes that in the brochure or on the website and will be considered the most up-to-date and accurate.
20 Special Requests
We will consider special requests such as special dietary requests or, specific rooming requirements, when you book. We will tell you whether there is a charge for the request. We can only guarantee requests for which there is a charge, or those that are confirmed in writing.
The land only price of your trip includes:
- all accommodation as listed in the Trip Notes
- all transport listed in the Trip Notes
- sightseeing and meals as listed in the Trip Notes
- the services of a group leader as described in the Trip Notes
The land only price of your trip does not include:
- international or internal flights unless specified
- kitty as specified in the Trip Notes
- airport transfers, taxes and excess baggage charges unless specified
- meals other than those specified in the Trip Notes
- visa and passport fees
- travel insurance
- optional activities and all personal expenses (gratuities, souvenirs)
23 Small groups & combination trips
Our trips are guaranteed to depart once they have one fully-paid traveller unless minimum group size specifically states otherwise. This means at times we can have small groups. Many of our trips are designed to fit with other departures to create a longer ‘combination’ trip; this means that some of your group may have already been travelling together for some weeks when you commence your trip. If you would like to know how many people are booked on your trip, or any combination trip it is part of, please ask prior to making your booking.
Prices shown are per person and are based on TWO persons sharing a twin room. Kindly note that double bedded rooms cannot be guaranteed, although requests will be noted at the time of booking. Furthermore, some hotels have several different room types. We regret that we are unable to pre-allocate a particular room type and in order that we accommodate the entire group, some clients may be given a superior room type without additional charge, or if a client pays for a single supplement it may mean that another client gets their own single room by default. In such cases this will always be done in the fairest way possible. We thank you in advance for your understanding.
Please note we cannot guarantee triple or joining rooms for families; accompanying adults may be required to share with others in the group on a twin share basis.
25 Leader Authority & Behaviour
On an active group holiday it is necessary that you abide by the authority of the leader, who represents the company. If you commit any illegal act when on the holiday or if in the reasonable opinion of the leader your behaviour is disruptive, threatening or abusive or is causing or likely to cause danger, distress or annoyance to others we may terminate your travel arrangements without any liability on our part. Criminal proceedings may also be instigated.
The accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on any Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay, except damage caused by persons not known to you. These charges must be met by you and may have to be paid locally. Our group trips are run by a group leader. The decision of the group leader is final on all matters likely to affect the safety or well-being of any person participating in the trip. If you fail to comply with a decision made by a group leader, or interfere with the wellbeing or mobility of the group, the group leader may direct you to leave the trip immediately, with no right of refund. We may also elect not to carry you on any future trips booked. You must at all times comply with the laws, customs foreign exchange and drug regulations of all countries visited.
26 Acceptance of risk
You acknowledge that the nature of the trip is adventurous and participation involves a degree of personal risk. You will be visiting places where the political, cultural and geographical attributes present dangers and physical challenges greater than those present in our daily lives. We use information from government foreign departments and reports from our own contacts in assessing whether the itinerary should operate. However, it is also your own responsibility to acquaint yourself with all possible relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.
27 Optional activities
Optional activities not included in the trip price do not form part of the trip or this contract. You accept that any assistance given by your tour leader or local representative in arranging optional activities does not render us liable for them in any way. The contract for the provision of that activity will be between you and the activity provider. Please ensure that any optional activities are covered by your own travel insurance.
29 Participation Requirements
All Clients are expected to satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen holiday as described in the brochure. Anyone suffering from mobility impairment, illness or disability or undergoing treatment for any physical or medical condition must declare the true nature of such condition at the time of booking and make arrangements for the provision of any medication or other treatment which may be required during the holiday. Failure to make such disclosure will constitute a breach of these booking conditions and may result in such persons being excluded from the holiday in which case all monies paid will be forfeit. If you are affected by any condition, medical or otherwise, that might affect your or other people’s enjoyment of the holiday, you must advise us of this at the time of booking.
No unaccompanied minors (those under 18 years of age) can be accepted however (a) minors aged between 3 and 17 years may accompany their parents on tours designated as family adventures, (b) older children (those aged 12 and over) may be allowed to join certain group tours provided they are accompanied by a parent or guardian who accepts full responsibility for them.
For the majority of our trips we have no upper age limit, though we remind you that our trips can be physically demanding and a Self-Assessment form is required for all passengers aged 70 years and over.
Tips may be left for your Tour Leader/s at your own discretion.