GBP2023 Brochure - Flipbook - Page 73
6. BOOKINGS MADE ONLINE
6.1 All bookings made through our web portal remain provisional until Star Tours issue a final confirmation
invoice. Payment at the time of booking does not guarantee that your booking is confirmed.
6.2 All bookings made through our web portal are subject to accuracy checks by Star Tours before
requested services can be confirmed. Suppose the requests 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. In that case, 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 official policies and pricing or cancel your provisional booking with
Star Tours. Online bookings may allow selections contrary to our policy, subject to our approval.
6.3 All bookings processed through the online booking portal must be paid in UK Sterling. If you
choose to use a debit/credit card not issued by a U.K. bank or FOREX/Pre-paid card, you will incur
the respective surcharges/fees placed upon you by your issuing bank or building society, along with
a 2% or 4% charge by us. Corporate cards will be charged a 5% surcharge.
6.4 You are responsible for ensuring that all details are correct before you complete your booking
with a payment. Any amendment after confirmation will be subject to cancellation/change fees
stated in clauses 4 & 5 of these terms and conditions..
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.
Suppose we are unable to provide the booked travel arrangements or similar. In that case, 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. By E.U. regulations, we must advise you of the actual
carrier operating your flight/connecting flight/transfer.
7.2 If we make a minor change to your holiday (for example, a change to travel time, change of
excursion, 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.
7.3 (a) Dover pick-up can only be provided if the ferry departs from the Port of Dover; therefore,
Dover pick-up is not guaranteed. You can initially select Dover, although if unavailable, you will
need to change your pick-up point. (Star Tours will not be responsible for any costs associated with
changing your pick-up).
7.3 (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, 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).
7.3 (c) Star Tour’s reserves the right to change any external pick-up timings at any time.
7.4 If we make a significant change to your holiday, for example, a change to your U.K. 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.
7.5 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 or loss you may have suffered due to the change.
7.6 We shall not be liable to pay compensation to you, where there is a significant change or a
minor change, up to and including the below clauses:
7.7 (a) 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 is not
limited to hotel and transportation (flights, train, coach, ship/ferry); any subsequent bookings are
made solely by you, despite us confirming a tour.
7.7 (b) The supplier of the services in question or we could not, even with all due care, foresee
or avoid; or if the change is due to unusual or unforeseeable (inc Force Majeure) circumstances
beyond our control and the control of our suppliers, the consequences of which our suppliers or
we 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.
7.8 If due to unusual or unforeseeable conditions, including national holidays or public holidays in
the country of visit, and we have to cancel/restrict any excursion, then we will be offering to reimburse
clients the difference between the ticket price or a refund of our contracted rate and not the advertised
individual entrance cost. (Infants and children, in some cases, are not eligible for this refund).
7.9 In addition, there are various trade fairs, exhibitions, public holidays, national holidays/events
and seminars that take place during the holiday season; However, we try to avoid these. It may
be the case that we will need to change the hotels offered and their location to another town or
city. Therefore, no grievance regarding service/ itinerary changes will be entertained by the tour
participant during or after the tour.
8. OUR RIGHT TO CANCEL YOUR HOLIDAY
8.1 For us to operate the tour, there must be a minimum number of passengers. If the minimum
number of people do not travel, we may cancel the tour. If we cancel, we will refund the full
amount you have paid to us in respect of the tour (for services rendered by us). Star tours reserve
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 you incur due to cancellation
due to lack of passenger participation.
8.2 (a) We will notify you of the cancellation at least 14 days before departure. This will be
communicated to you via phone, email or in writing. For tours less than 2 Days, we will notify you
of the cancellation five days before departure.
8.2 (b) We will notify you of the cancellation at least 14 days before departure. If you re-book on a
different date, you must pay the fare difference on the new booking.
8.3 We reserve the right 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 endeavours to
offer alternative arrangements of equivalent or very closely similar standard and price, if available.
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 our tours will be wheelchair friendly.
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 (a) 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.
9.3 (b) Any special requests such as packed breakfast must be made by the client directly to the
hotel in question; Star Tours LTD or its affiliates cannot take responsibility or guarantee this
service. The client will bear any additional costs incurred due to such requests.
9.4 We cannot endow the aid of a tour rep/driver for walking, dining, getting on/off any
transportation or other personal needs.
9.5 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.
9.6 Where you would like to travel with another party, this must be informed to us at the time of
booking in writing. You will need to be in the same booking, have the same pick-up/drop-off point,
and tour for this to be possible. We cannot guarantee the booking will be together where circumstances
dictate it to be out of our control. Subsequent changes or requests later will not be accommodated.
9.7 All our tours are conducted in English.
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, without any compensation or refund:10.1 (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 our suppliers or us;
10.1 (b) If, during the holiday, we reasonably consider that you are unable to cope with the
demands of the holiday;
10.1 (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, our responsibility to you for your holiday will cease when we terminate the holiday.
10.3 You will not be entitled to any refund when we terminate your holiday in the circumstances
set out in this clause. 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 For operational reasons, not all additional excursions listed on the tour itinerary or published
online may be available during your tour. All additional and, or optional excursions are not
guaranteed to operate.
11.2 Our liability to you for your holiday and any loss, damage or injury that you may suffer
concerning or as a result of it (whether caused by our employees or suppliers acting on our behalf
or by us) shall be limited as follows:
11.2 (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;
11.2 (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.
11.2 (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 you miss out on a significant
attraction, we will reimburse the amount which we have paid to the supplier. However, we will
endeavour to replace/repair 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.
12. LIABILITY
12.1 Star Tours shall under no circumstances whatsoever be liable to the passenger or their
co-traveller for: (a) Discontinuation of the tour due to loss/destruction of passports/travel documents
before/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 willful negligence on the part of any person.
(d) Loss of baggage by Airline / Cruise line / Surface transportation. (e) The airline is not allowing
tour participants to 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, or 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 You are responsible for checking in for flights and coaches and presenting yourself for all
pre-booked attractions whilst on holiday at times specified. Star Tours cannot accept liability for
clients missing flights due to 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.
12.4 Our hotel(s) will not have air-conditioning, fans, kettles and many other services you may be
accustomed to; we endeavour to contract hotels with these facilities; however, we do not guarantee
or confirm that our hotels will have these facilities. If a hotel has these facilities, there will be no
compensation due in part for the non-functioning or lack of availability.
13. COMPLAINTS
13.1 If you have a problem or complaint during your holiday, please inform the relevant supplier
(for example, the hotel owner) and our tour rep 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 to the supplier (in accordance with the procedure set out above).
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
14.1(a) You should ensure that you allow sufficient time (please check with the relevant embassy
for the suggested application process time) to apply for a passport. We may charge a supplement
to process visas above and beyond what we have stated during peak periods. The passenger must
ensure that they possess all relevant travel documents before departure from their scheduled
tour. If Passenger is processing his visa with Star Tours, we act in good faith to apply for your visa.
However, this is not a guarantee we will secure visas for you, and we act as an intermediary, with
the embassy having the final authority over the visa status. If for any reason, the tour participant
is unable to travel/secure visas due to incomplete travel documentation or appointments after
booking and confirmation of the tour, the tour participant will be subject to the cancellation policy
as stated in these terms and conditions.
(i) At Star Tours, we provide a visa service at an extra cost for certain cases, which is separate
from your holiday cost. You must submit all documents required altogether. Applications with
pending documents will not be accepted or held. You must 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 application
submission. It is the responsibility of the passenger to ensure they have the correct visa in place
before travelling. If passengers cannot travel due to not having the correct visas, the cancellation
policy set in clause 5.1 will apply.
Call us 24 hours or WhatsApp
14.1(b) If you are processing your visa through Star Tours in the U.K. and the visa is rejected,
refused or delayed by the consulate, and we know the outcome ten days before 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 ten 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 the U.K. and if the visa has been applied through Star Tours U.K.). If you are ineligible
to apply for Schengen visas or unable to submit the documents as informed by Star Tours within a
time frame specified by Star Tours, cancellation fees stated in point 5.1 will apply. The visa fee and
service charge are non-refundable in all circumstances.
14.1(c) Star Tours cannot be held responsible for any loss or damage to your documents and
passport on the part of the embassy concerned.
14.1(d) 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, immigration or
any other authorities of the destination country. The tour will continue, and no financial or any
other kind of responsibility will be accepted by Star Tours. Passengers held back will have to make
arrangements to their respective destinations.
14.2 It is your responsibility to check any travel documentation we issue concerning your booking as soon
as you receive it. Please get in touch with 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 24 hours of
issuance. You will be responsible for any associated costs concerning any amendments.
14.3 Some airlines now require additional passport information (API); 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 All passengers must purchase health/travel insurance from local providers before travel.
15.2 (a) 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. It is advisable to note any significant medical condition you have or details of
any medication you are prescribed. It is your responsibility to ensure you meet the required Covid
vaccination or testing status for your destinations.
15.2 (b) ALLERGIES AND SPECIAL DIETARY REQUIREMENTS: Individuals who suffer from severe
allergies are strongly advised to take all relevant precautions before travelling, as we cannot cater
to individual allergies. 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 the product, people and the environment.
16. DAMAGE OR LOSS OF PROPERTY
16.1 You will be responsible for paying fully for any damage or loss caused by you or any of your
party whilst on tour. 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.
17. HOLIDAY INSURANCE
We clearly instruct all our travellers to have Travel Insurance before travel; we recommend this is
purchased along with your holiday for immediate coverage.
18. FINANCIAL PROTECTION & LICENSING
Star Tours is a member of ABTA (W8770) and holds an ATOL License (5639) issued by the Civil
Aviation Authority. We are obliged to maintain a high standard of service to you by ABTA’s Code
of Conduct. For further information about ABTA, The Code of Conduct and the arbitration scheme
available to you, or if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ.
Tel: 0203 117 0500 or www.abta.com Day Trips and tours the ABTA scheme will not protect less
than 24 hours unless you have overnight accommodation in your package. However, your money
will be protected under the ATOL scheme if the trip includes an international flight. 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 whom 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 the supplier nor we can do so for 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 claim under
the ATOL scheme (or your credit card issuer where applicable).” “If the suppliers identified on your
ATOL certificate or we 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 payment or benefit, you assign absolutely to those Trustees any claims which
you have or may have to arise out of or to relate 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 reassigned to another body if that other body has paid sums you have
claimed under the ATOL scheme.”
19. DATA PROTECTION STATEMENT
We are committed to complying with the UK GDPR and national data protection laws. We only process
your data if you have given us your express consent, if this is based on a contract or pre-contractual
measures on a service basis or if the relevant laws permit or require data processing. The following
data protection information covers the currently applicable national legal framework and the
requirements of the U.K. General Data Protection Regulation (GDPR), valid throughout Europe. Under
no circumstances will we sell your data or pass them on to unauthorised third parties. When you make
a booking, request a brochure or sign up for our email updates, then we will securely store your contact
details to contact you with details of products and services we think you might be interested in. 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, 312-314, Harrow Road, Wembley, Middlesex, HA9 6LL. .
20. BROCHURE / WEBSITE ACCURACY
Information provided by Star Tours LTD is factually accurate at the time of publishing (November 2022).
We have tried our best to accurately describe all the services, amenities, exchange rates and places of
interest. However, circumstances can change, which are beyond our control; 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, overbooking of hotels/restaurants, and restricted
access to certain sightseeing due to necessary re-routing and availability of services.
STAR TOURS LTD AND ITS AFFILIATES, EXPRESSLY RESERVES THE RIGHT TO CORRECT ANY PRICING
ERRORS ON OUR WEBSITE / WRITTEN MATERIAL AND/OR ON RESERVATIONS MADE UNDER AN
INCORRECT PRICE.
: 0208 900 2323 | Book Online: www.star.tours 71
