GBP 2026 Brochure - Flipbook - Page 95
6.3 PAYMENT DETAILS: All payments made via the online booking portal must be in UK Sterling.
If you opt to pay with a non-UK bank debit/credit card or a FOREX/Pre-paid card, be aware that
you will bear any surcharges/fees levied by your issuing bank or building society and a 2% card
fee. Transactions made with business or corporate cards will incur a 4% surcharge.
6.4 RESPONSIBILITY FOR BOOKING DETAILS: You are responsible for verifying that all
details are accurate before finalising your booking with a payment. Should any changes
be necessary post-confirmation, they will be subject to the cancellation or change fees
outlined in clauses 4 and 5 of these terms and conditions.
7. IF WE CHANGE YOUR HOLIDAY
7.1 GENERAL MODIFICATIONS: We reserve the right to make necessary alterations to your
holiday arrangements anytime. If we cannot provide the booked travel arrangements or a
similar alternative, you will have the option to either receive a full refund of all monies paid
or accept alternative travel arrangements of a comparable standard, if available.
7.2 MINOR ADJUSTMENTS: Minor alterations to your holiday, such as adjustments to
travel times, excursions, departure and return points, transportation mode to a significant
joining point, short-term changes in accommodation standard, or non-significant itinerary
amendments, will not entitle you to any compensation.
7.2 (a) Dover, Calais, Medway, and Folkestone pick-ups are conditional upon ferry services
departing from the Dover Port and are not guaranteed. You may initially choose these;
however, if unavailable, you must modify your pickup location, with no liabilities falling on
Star Tours for any associated costs.
7.2 (b) If an external pickup service is utilised, transportation to the coach boarding point
may be facilitated through a variety of vehicles, including private cars or minibuses. Return
services might have a waiting period of 90 minutes for a connecting coach.
7.2 (c) We reserve the right to alter external pickup timings at our discretion. You will be
notified within 24 hours of departure.
7.3 SIGNIFICANT ALTERATIONS: In the event of substantial changes to your holiday,
such as altering your UK airport (excluding transitions between recognised London airports)
or modifying your departure/return time by over 12 hours, we will notify you promptly.
Subsequently, you may either accept the modified holiday arrangement, choose a different
holiday option (with a refund for any price difference), or cancel your booking.
7.4 CANCELLATION FOLLOWING MAJOR CHANGES: Suppose you cancel your booking
owing to a significant change. In that case, we will refund all amounts paid towards services
exclusively offered by us, with no compensation covering other bookings or potential losses
arising from the change.
7.5 LIMITATIONS ON COMPENSATION: We are not obliged to offer compensation for
either minor or substantial changes, including, but not limited to:
7.5 (a) The cancellation of a tour results in additional costs for services booked separately.
7.5 (b) Events unforeseen or beyond our control, encompassing natural disasters, political
unrest, or transportation disruptions, which could not be averted despite exercising all
necessary precautions.
7.5 (c) FORCE MAJEURE: Star Tours is not liable for delays or failures caused by events
beyond our control, including war, terrorism, civil unrest, strikes, natural disasters,
epidemics, government restrictions, or technical issues with transport. In such cases, no
refunds or compensation will be due beyond what suppliers themselves may provide though
alternative arrangements may be offered if available.
7.6 EXCURSION CANCELLATIONS: In circumstances characterised by unusual or unforeseeable conditions, including national or public holidays in the visited country necessitating
the cancellation/restriction of an excursion, we will provide reimbursement options at our
contracted rate only. These options may vary depending on circumstances and will not
extend to infants and children.
7.7 EVENTS AND FESTIVALS: Due to occurrences such as trade fairs, exhibitions, and
national holidays, there might be a necessity to alter the designated hotels and locations.
Despite our efforts to avoid these situations, any changes necessitated by such events will
not be valid grounds for grievances during or after the tour.
7.8 CHANGES DURING MAJOR EVENTS: During major events, the itinerary may be altered
at short notice. Sightseeing may be affected, and certain landmarks may be inaccessible,
requiring substitutions that might not be advised in advance. Tour routing will follow local
restrictions. Delays or missed sights caused by traffic disruptions or road closures will not
be eligible for reimbursement.
8. OUR RIGHT TO CANCEL YOUR HOLIDAY
8.1 MINIMUM NUMBER OF PARTICIPANTS REQUIRED: A minimum number of passengers
must be met for our tours to operate. We reserve the right to cancel the tour if the
minimum number is not reached. If this occurs, we will refund the total amount paid for the
tour. Please note that we are not liable for any other costs incurred due to cancellation,
including but not limited to visa service charges.
8.1 (a) CANCELLATION NOTICE: We will notify you of any cancellations at least 14 days
before the departure date via phone, email, or written correspondence. For tours lasting
less than two days, you will be notified at least three days before departure.
8.1 (b) REBOOKING AFTER CANCELLATION: If a cancellation occurs and you choose to rebook
on a different date, any fare differences for the new booking will be your responsibility.
8.2 ALTERNATIVE ARRANGEMENTS: We hold the right to cancel your holiday for any
reason. If we are compelled to cancel your holiday before departure for any other reason,
we will strive to offer alternative arrangements of a similar standard and price, if available.
9. SPECIAL NEEDS AND REQUESTS
9.1 MEDICAL DISCLOSURE: Passengers must disclose any medical conditions or mobility
issues that may affect their participation in the tour at the time of booking. Star Tours
reserves the right to refuse travel if such conditions are not declared in advance.
9.2 BOOKING REFUSAL: Star Tours maintains the right to decline a booking or service
based on the suitability of a tour for an individual passenger.
9.3 ACCOMMODATING SPECIAL NEEDS: We endeavour to accommodate special needs
and requests, but we cannot guarantee that all our tours will suit individuals with special
needs, including wheelchair accessibility.
9.4 SPECIAL REQUESTS: (a) If you have special needs or requests, please inform us in writing.
It should be noted that making a request does not guarantee that it will be accommodated.
(b) Requests for services such as packed breakfast should be directed to the respective
hotel, and the client will bear any additional costs. Star Tours cannot guarantee or be held
responsible for such services.
9.5 ASSISTANCE DURING THE TOUR: We cannot provide personalised assistance for
walking, dining or other personal needs.
9.6 ACCESSIBILITY CONCERNS: If step-free access is a critical requirement for your
tour, we strongly advise consulting with our sales team before booking to understand the
suitability of various amenities.
9.7 LANGUAGE OF THE TOURS: All tours are conducted in English.
10. RIGHT TO REFUSE SERVICE
10.1 GROUNDS FOR REFUSAL OR TERMINATION: We may refuse a booking or terminate
your holiday under the following circumstances without offering compensation or a refund:
a) Failure to disclose relevant medical conditions or disabilities requiring special assistance.
b) Inability to cope with the holiday demands.
c) Engaging in actions likely to cause distress, harm to others, or damage to properties.
10.2 END OF RESPONSIBILITY UPON TERMINATION: Our responsibility ends when we
terminate the holiday under the conditions stated in clause 10.1.
10.3 CONSEQUENCES OF TERMINATION: Terminating your holiday under this clause does
not entitle you to a refund or compensation.
10.4 PASSENGER RESPONSIBILITIES: Passengers must follow instructions from Star
Tours staff and be punctual for all departures. Respect for local laws, customs, and fellow
travellers is required. Failure to comply may result in removal from the tour without refund.
10.5 TOUR MANAGER AUTHORITY: The Tour Manager’s decisions on operational matters,
including timings, seat allocations, and routing, are final and must be followed by all passengers.
11. OUR OBLIGATIONS TO YOU
11.1 EXCURSION AVAILABILITY: Not all optional or additional excursions listed may be
available during your tour. Any excursions purchased locally from third parties are outside
your contract and not Star Tours’ liability.
11.2 LIMITATIONS ON OUR LIABILITY: Our liability regarding any loss, damage, or injury
you might suffer due to the holiday is limited under specific circumstances and governed by
applicable international conventions.
11.2 (a) UNFORESEEABLE CIRCUMSTANCES: We will not be liable for issues arising from
circumstances beyond our or our supplier’s control, which could not have been foreseen
or prevented with due care. Compensation will not be given for delays due to unforeseen
circumstances.
11.2 (b) CARRIER’S CONDITIONS: Your travel as part of the holiday may be subject to the
carrier’s conditions of carriage, which may limit their liability as per international conventions.
11.2 (c) COACH BREAKDOWN: Regarding coach breakdowns, we limit our liability to
reimbursing the amount paid to the supplier for missed attractions as per our contracted
rates. While we will attempt to replace or repair the coach promptly, delays might occur
due to uncontrollable reasons. We reserve the right to use a replacement coach to complete
the journey, which may not offer the same amenities as the original coach.
12. LIABILITY
12.1 Star Tours will not be held responsible, under any circumstances, for the following
situations involving the passenger or their co-traveller(s):
a) Any issues arising from the loss or destruction of passports/travel documents before or
during the tour, including any additional expenses incurred due to such events.
b) Personal injury, delays, sickness, accidents, death, discomfort, increased expenses,
consequential loss and/or damage due to theft or injuries, regardless of the cause.
c) Temporary or permanent loss/damage to baggage/personal effects, regardless of the
cause, including wilful negligence by any person.
d) Loss of baggage during air, cruise line, or ground transportation.
e) An airline or airport personnel preventing a tour participant from boarding the aircraft for
reasons beyond Star Tours’ control.
f) An airline failing to accommodate tour participants despite holding confirmed tickets.
g) Damage or loss caused by events beyond Star Tours’ control (including force majeure
events and exceptional circumstances).
12.2 Star Tours’ liability arising from this contract regarding your holiday, tour, or
excursion will not exceed the total amount paid or agreed to be paid for the holiday. It will
not include any consequential loss or additional expenses in any case.
12.3 You are responsible for checking in for flights and tours and presenting yourself at
pre-booked attractions at the specified times while on holiday. Star Tours will not be liable
for any missed flights/tours due to late check-ins or late arrivals, and no credit or refunds
will be issued for failing to utilise any component of your tour.
12.4 The hotels utilised will not feature amenities such as air-conditioning, fans, kettles
and other services you may be accustomed to. While efforts are made to contract hotels offering these amenities, there is no guarantee. In the event of non-functioning or unavailable
amenities, no compensation will be provided.
12.5 UNUSED SERVICES: No refunds or reductions will be made for services not used by
the passenger, whether by choice or due to circumstances outside Star Tours’ control.
13. COMPLAINTS
13.1 If you encounter an issue during your holiday, report it immediately to the relevant
supplier (e.g. hotel) and your Star Tours representative so we can attempt to resolve it.
13.2 If it cannot be resolved locally, you must submit a written complaint within 28 days
of your holiday’s end. Complaints received after this deadline may not be considered.
13.3 We will acknowledge your complaint and aim to respond within 28 days. Delays may
occur if we are awaiting information from suppliers or third parties.
13.4 Star Tours is not liable for complaints arising solely from the actions or negligence of
suppliers, subcontractors, or agents.
13.5 This procedure must be followed to preserve your rights under this contract. If
unresolved, you may escalate through ABTA’s arbitration scheme or take the matter to the
courts of England and Wales, which have exclusive jurisdiction (see www.abta.com)
14. PASSPORTS & VISAS
14.1 GENERAL PROVISIONS: (a) APPLICATION: The passengers are responsible for
allocating sufficient time for passport applications based on the guidelines provided by
relevant embassies. Star Tours may impose additional charges for visa services beyond the
standard fees during peak periods.
(b) TRAVEL DOCUMENTS: Passengers must ensure they secure all requisite travel
documents before the start of the tour. Those processing visas with Star Tours should
note that visa acquisition cannot be guaranteed, as the embassies hold the final authority.
If a passenger fails to secure necessary travel documents after confirming the tour, the
cancellation policy outlined in these terms and conditions will apply.
(c) VISA SERVICE PROVISION: The visa assistance service is available at an extra fee, separate from the holiday package cost. Passengers must provide all documents; incomplete
submissions will not be accepted. Star Tours determines the visa application submission
date and is not liable for consulate decisions or any loss/damage of documents during the
process. Visa approvals are at the consulate’s discretion. Ensuring the correct visa before
travel is the passenger’s responsibility. Failure to do so activates the cancellation policy
noted in clause 5.1. Star Tours bears no responsibility for loss or damage to documents and
passports during embassy procedures.
(d) In instances where Star Tours UK is managing your visa process and it is rejected,
refused, or delayed by the consulate, cancellation charges will apply based on when the update is received before departure: an update received more than ten days before departure
will incur a 25% charge for coach tours and a 40% charge for flight & FIT tours; updates
received within ten days of departure will incur a 35% charge for coach tours and a 50%
charge for flight & FIT tours. All visa fees and service charges are non-refundable.
14.2 DOCUMENTATION CHECK: (a) TRAVEL DOCUMENT VERIFICATION: Passengers
must scrutinise all travel documents issued in conjunction with the booking as soon as
they receive them. Inconsistencies should be reported within 24 hours of receipt to avoid
responsibility for associated amendment costs.
(b) ADDITIONAL DOCUMENTATION REQUESTS: If passengers are handling visa procedures
independently, they must inform Star Tours regarding any extra documentation required,
such as hotel confirmation on a letterhead. Allow a preparation period of 14 working days
for issuing such documents.
(c) ADDITIONAL PASSPORT INFORMATION (API): Certain airlines mandate API, and failure
to provide this might result in denied boarding with no compensation or refund available
from Star Tours.
14.3 TRAVEL DOCUMENTS: All passengers must carry valid passports, visas, tickets and any other
required documents at all times. Failure to present these when required (e.g. at borders, airports or
attractions) may result in denied travel or entry, for which Star Tours accepts no liability.
15. HEALTH
15.1 VACCINATIONS AND HEALTH: (a) Check your country’s Department of Travel &
Health website for destination-specific vaccination requirements. Maintain records of
medical conditions and medications.
(b) Allergies and Dietary Restrictions: Individuals with severe allergies should take necessary
precautions before the trip, as we cannot guarantee allergen-free environments. Star Tours cannot be held accountable for the actions of other passengers that may trigger someone’s allergies.
16. DAMAGE OR LOSS OF PROPERTY
16.1 LIABILITY: You shall bear the costs for any damage or loss caused by you or your party during the tour, failing which you will be liable for any resultant claims or legal actions.
16.2 LOST PROPERTY: Star Tours is not responsible for recovering lost property due to
safety and legal considerations.
17. HOLIDAY INSURANCE
All travellers must hold valid travel insurance covering medical treatment, repatriation, loss
of belongings, and cancellation. Proof may be requested. Star Tours accepts no liability for
costs incurred without adequate cover.
18. FINANCIAL PROTECTION & LICENSING
Being an ABTA (W8770) member and holding an ATOL Licence (5639) issued by the Civil
Aviation Authority, we adhere to ABTA’s Code of Conduct, ensuring a high standard of service.
More information about your financial protections and recourse in cases of service non-provision
due to insolvency are detailed in the ATOL certificate and can be found on www.abta.com
19. DATA PROTECTION STATEMENT
We comply with UK GDPR and relevant data protection laws. We process personal data
where necessary to deliver your booking, provide services, or meet legal requirements. This
may include relying on your consent, our contractual obligations, or our legitimate interests
(for example, sending booking confirmations or essential service updates). We take steps
to safeguard your data from unauthorised access and will not share it with third parties
unless required for your travel arrangements or by law. You can opt out of non-essential
communications by contacting us in writing.
19.1 PHOTOGRAPHY AND MEDIA: Travellers may take photos and videos but must do so
respectfully and with consideration for others. If recording is intrusive, you may be asked to
stop; refusal can result in removal from the tour. Content shared online that includes staff,
suppliers or passengers requires their consent, and Star Tours accepts no responsibility for such
material. Company staff or representatives may capture photos or video for marketing purposes.
If you do not wish to appear, please inform your Tour Manager at the start of the tour.
Call us 24 hours or WhatsApp
20. BROCHURE/WEBSITE ACCURACY
While the information provided by Star Tours Ltd was accurate as of September 2025, we
cannot be held accountable for unforeseen changes or force majeure events affecting the
availability of services, amenities, and access to various sites. Please verify the status with
us before making independent travel or accommodation arrangements.
TERMS AND CONDITIONS FOR FRONT SEATS
1. Front seat booking is available at a charge. Only adults can occupy the front seats;
children and infants are prohibited.
2. Paid front seats are subject to availability.
3. Star Tours maintains the right to change the seat assignment and refund the seat
booking amount, if necessary, due to various reasons recognised as valid by Star Tours
Ltd and its affiliates.
4. Booking cancellations solely based on the unavailability of front seats are not permitted;
additionally, if a booking is cancelled, the front seat cost is subjected to a 100%
cancellation fee.
5. Alterations to the departure dates, initiated by either the customer or Star Tours, do
not guarantee front seat availability in the new booking. However, a refund will be
facilitated for the front seats if unavailable.
6. Front seats do not provide extra legroom or additional features compared to other
seats. They are positioned directly behind the driver or courier, depending on the coach
layout and microphone placement.
7. Once confirmed, front seat bookings cannot be cancelled and are subjected to a 100%
cancellation charge; these bookings are also non-transferable.
8. While occupying a front seat, wearing your seat belt is compulsory.
9. Pregnant individuals or those with medical conditions or other circumstances preventing
them from assisting other passengers in emergencies are ineligible for front-seat booking.
10. Star Tours reserves the right to offer any unsold front seats at no extra cost according
to its seating policy.
11. The front seat booking facility is available on selected tours and departure dates.
12. Front seats can only be purchased in pairs, excluding single travellers from availing this
service or for groups of more than two and families.
TERMS & CONDITIONS FOR SPECIAL DISCOUNTS
1. The special discount applies only to adults and children above two years, excluding infants.
2. The discount is applied solely to the tour cost, excluding optional add-ons, seat
supplements, flights, pick-ups, visas, or other additional costs.
3. This offer is available to the first 500 passengers only.
4. A 10% discount or 7% discount is valid until November 30, 2025, & applies exclusively
to bookings paid in full. This encompasses all European group tours (both coach and
flight packages) and multi-day UK tours scheduled for 2026, barring the departures in
January 2026. The extension or alteration of this offer remains at our discretion.
5. The 5% discount will end on January 31, 2026, affecting selected European group
tours and UK day tours planned for 2026. Should the offer be extended past this date,
it will not apply during the Easter, May Bank holiday, or Spring Bank Holiday tours.
The discount will also not be extended to flight tours after that.
6. This discount cannot be used in conjunction with any other offers.
7. The discount will only be validated once the payment is received.
8. All discounts are subject to availability at the time of booking.
9. Star Tours retains the right to withdraw this offer at any point without prior
notification, in part or in full.
10. Additional packages or passengers added to the original booking after the offer’s expiry
date will not be eligible for the discount.
11. Star Tours employees, partners, or affiliates, and those of its subsidiaries, are not
eligible for this offer.
12. Star Tours reserves the right to rectify any pricing errors.
13. Amendments to the original booking, including passenger cancellation, tour downgrades,
name changes, and date changes, will nullify the discount and incur standard terms and
conditions charges.
TERMS & CONDITIONS FOR REDUCED DEPOSIT SCHEME
1. A lower deposit (amount advised at booking) may be paid per person to secure your place.
2. This deposit is non-refundable and non-transferable.
3. The full balance must be paid by the standard due date in Clause 2.1 of the main Terms
& Conditions.
4. If the balance is not paid on time, your booking will be cancelled and the reduced deposit
lost.
5. Normal cancellation and amendment charges apply. The reduced deposit will always be
forfeited.
6. Changing or downgrading a tour may require the deposit to be topped up to the full
standard deposit. Discounts may also be withdrawn.
7. This scheme cannot be used with other discounts or promotions unless stated.
8. Not valid for One Day Tours, Flight Tours, FIT Tours, partner tours, or departures
within 30 days.
9. Visa supporting documents (hotel confirmations, letters, etc.) will not be issued until
the full standard deposit has been paid.
10. Star Tours may amend or withdraw this scheme at any time. Existing bookings will
remain under the terms given at the time of booking.
TERMS & CONDITIONS FOR LOYALTY STARS
1. Loyalty Stars are earned based on tour, excluding extras, and are assigned after booking
verification; Loyalty Stars will not be granted in conjunction with other offers or on bookings
made through third parties, including online travel agents and industry operators.
2. Loyalty Stars have no cash value and cannot be exchanged for cash or vouchers.
3. Loyalty Stars are valid for 24 months from the credited date, after which they will
expire automatically from the account.
4. Loyalty Stars are activated only upon the completion of the tour and are linked exclusively
to the email address used during booking; the same email must be utilised for redeeming
points. Loyalty Stars from multiple accounts for groups cannot be combined for purchases.
5. Once redeemed, Loyalty Stars are non-refundable and non-transferable.
6. In the case of a refund for a tour, the loyalty stars awarded for that specific tour will
be withdrawn from the account.
7. Loyalty Stars will not be retroactively applied or available for tours booked using existing points, additional excursions, front seat bookings or partner tours and excursions.
8. Members can resign from the loyalty scheme at any time through a formal request sent
by post or email to Star Tours Ltd.
9. Star Tours Ltd retains the right to amend membership details and the terms and
conditions of the loyalty scheme at any time without notice.
10. The Stars offered for each tour are solely determined by Star Tours. 1 Star = £0.01 (1p)
discount.
11. Modified, cancelled or changed tours will not be eligible for loyalty stars rewards.
12. If the loyalty scheme is discontinued, the accumulated points will no longer hold any
value and cannot be used for any services within Star Tours Ltd.
13. Star Tours Ltd reserves the right to terminate any loyalty account without notice,
irrespective of the number of accrued points.
+44 (0) 208 900 2323 I Book Online: www.star.tours
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