UK Booking Conditions

Last updated on 31th August 2021 (Version 1.3)

If you are booking from outside the UK please click here for our Booking Conditions

These Terms and Conditions of Booking ("Booking Conditions") together with our Website, Privacy Policy and any documents referred to in them will apply to: (A) Your use of our website; (B) Our supply of products and services; and (C) Our contract with you, so please please read them and the product descriptions through carefully before booking.
Please note that to book any of the products described on our website, either on site, by email or over the telephone, you must agree to be bound by these Booking Conditions. If you have questions about the Booking Conditions, please contact us for more information.
These Booking Conditions apply to residents of the UK only.
References to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. References to “Travel Arrangement(s)” in these Booking Conditions are to the accommodation, transport, experiences, activities, car hire and other services we offer for sale. References to “Supplier” means the supplier of the Travel Arrangements including but not limited to accommodation providers, transfer providers, experience and activity providers and car hire companies. References to “Principal Supplier” or “Principal” means the Supplier with whom your contract is with.
Please print a copy of these Booking Conditions for future reference.
Please understand that if you refuse to accept these Booking Conditions, you will not be able to make any bookings with us for any products or services we offer for sale.

About Us

We are The Culture Trip Ltd (‘Culture Trip’, ‘we’, ‘us’, ‘our’) a company registered in England and Wales Company No: 07539023, with its Registered Office and main trading address at First Floor, 75 Davies Street, London W1K 5JN.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:
  • has read these Booking Conditions and has the authority to and does agree to be bound by them;
  • consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
  • is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
  • accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking and is authorised to use the credit or debit card that is used to pay for the booking;
  • has provided information that is true and accurate;
  • will only make legitimate reservations. False and/or fraudulent reservations are strictly prohibited.
Please Note: We act in the following capacities: as a Package Organiser/Principal in the sale of Package Holidays in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 (‘PTRs’); as a Principal in the sale of single-element Travel Arrangement bookings; or as agent in the sale of Packages or single-element Travel Arrangement bookings. You will be advised at the time of booking which one of these scenarios applies to your booking and it will also be confirmed on your Confirmation Invoice. For the avoidance of doubt, we do not sell Linked Travel Arrangements (as defined under the PTRs). Our obligations to you will vary depending upon which arrangements you book with us, and we have tried to set them out below as clearly as possible:
  • Section A contains the conditions which will apply where we acting as Principal to your bookings and to Sections B and C bookings only.
  • Section B contains the additional conditions to Section A which will apply when you make a booking for a Package with us where we act as the Package Organiser. Sections C and D do not apply.
  • Section C contains the additional conditions to Section A which will apply where you make a single-element Travel Arrangement booking with us, where we are acting as Principal. Sections B and D do not apply.
  • Section D contains all the conditions which will apply where you make a Package or single-element Travel Arrangement booking with us, where we are acting as agent. Please note that the Section D terms and conditions are completely stand alone and Sections A, B and C do not apply.

SECTION A – APPLICABLE TO ALL PRINCIPAL BOOKINGS

1.
Contract
1.1
When making your booking we will arrange for you to enter into a contract with us for a Package or any other single element Travel Arrangement, as Principal and as specified on your Confirmation Invoice. Your booking with us is subject to the relevant parts of these Booking Conditions and we advise you to read these carefully prior to booking.
1.2
All bookings are subject to availability at the time of booking. We do not guarantee that any of the Travel Arrangements or Packages we advertise will still be available at the time of booking.
1.3
After we receive your booking and all appropriate payments, we will issue a confirmation invoice (‘Confirmation Invoice’) via email with a booking reference number. We will dispatch this Confirmation Invoice to the lead name and you will become directly responsible for the payment of the total price and if applicable, any cancellation charges. A binding contract to purchase the Package or Travel Arrangement will come into existence when we dispatch the Confirmation Invoice.
1.4
In addition to being bound by our Booking Conditions you will also be bound by the terms and conditions of the Suppliers we choose to facilitate your booking, such terms and conditions are available on request.
2.
Booking
2.1
The lead name is responsible for ensuring the accuracy of the personal details and any other information supplied to us in respect of yourself and all other members of your booking party and for passing any information regarding the booking or any changes made in relation to the booking to all members of the booking party including, but not limited to, information on schedule changes or copies of booking confirmations.
2.2
It is important to check the details on the Confirmation Invoice to ensure that all elements of your booking are exactly as requested. Please check that all names, dates and timings are correct on receipt of all documents. Please ensure that the names given are the same as in the relevant passport.
2.3
In the event of any discrepancy in the details contained on the Confirmation Invoice please contact us immediately at customerservice@theculturetrip.com as it may not be possible to make changes at a later date and/or you may have to pay amendment or cancellation fees in accordance with clause 6.10.
2.4
Save as expressly set out in these Booking Conditions, only the necessary booking information that you provide to us will be passed on to the relevant Suppliers of your booking or other persons necessary for the provision of your booking. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, vaccinations, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant Suppliers, whether in the EEA or not, we will be unable to provide your booking. Please click here for full details of our policy.
3.
Price
3.1
We reserve the right to alter the prices of any of the Packages or Travel Arrangements and the prices do change from time to time. You will be advised of the relevant current price before your booking is confirmed.
3.2
All prices quoted include any sales taxes such as VAT. Any additional local taxes or charges which may be payable locally during your trip are not included.
3.3
We will do our best to ensure that all the information and prices that we advise you of or publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the Package or Travel Arrangement that you wish to book before your booking is confirmed. Where the Package or Travel Arrangement has been incorrectly priced and the booking has already been confirmed, we reserve the right to cancel the booking and refund all monies paid to you.
3.4
If during the booking process you request a price match you will be required to provide sufficient proof to show the price and itinerary being offered by the other supplier. If we agree to price match you will not be entitled to any ‘free services’ or ‘added extras’ we have previously advised you of.
3.5
We do not permit price matching after a booking has been made.
3.6
City taxes & resort fees including but not limited to, car parking and refundable deposits are now commonly charged by hotels/resorts, which can only be paid locally and not at the point of booking. We will do our best to inform you of such fees but accept no responsibility for the payment of these fees. If you are unclear as to whether city taxes and/or resort fees will be payable please ask and we will do our best to advise you.
4.
Payment
4.1
The lead name, acts on behalf of all other persons on the booking and is responsible to us for all payments in respect of the booking.
4.2
When you make your booking a deposit may be payable, the amount of the deposit will be dependent on the components of your Package or the Travel Arrangement that you are booking. You will be advised of the deposit requirements during the booking process.
4.3
By confirming you would like to proceed with your booking either during a call with our reservations team or by completing the check-out process and making a booking for a Package or other Travel Arrangement by clicking "[PAY]" on the checkout page, you are confirming the purchase of the product from us. Your booking for the Package or other Travel Arrangement is subject to these Booking Conditions. All reservations are only confirmed when you receive the Confirmation Invoice from us. If you do not receive a Confirmation Invoice within 48 hours of placing your reservation please contact our customer support centre at customerservice@theculturetrip.com
4.4
Where a booking is eligible for a deposit, the balance of the Package or Travel Arrangement price must be paid at least 30 days prior to your departure or commencement date, however, in certain circumstances you may be asked to pay your balance earlier due to our commitment to our Suppliers
4.5
If the departure date is within 30 days or less at the point of booking the full balance will be payable immediately.
4.6
If the deposit and/or balance is not paid in time, we reserve the right to cancel your booking and charge any administration and cancellation charges in accordance with clause 6.10.
4.7
On some occasions we may need to take the full payment for a booking due to a special fare, this payment then becomes non-changeable and non-refundable. You will be informed of any non-changeable and/or non-refundable parts of your booking prior to completing the booking process.
4.8
All pricing is reflected in GBP. Unless otherwise stated, prices include all government levies as at the date of publication but not city taxes and resort fees as per clause 3.6. Dates, itineraries and prices are indicative only. Prices are valid for travel for the date ranges shown.
4.9
We will accept payment from you in accordance with the payment methods listed on our website and/or mobile platform.
5.
Special Requests/Medical Issues
5.1
If you wish to make a special request, you must do so at the time of booking. We will try to pass any reasonable requests on to the relevant Supplier, but we cannot guarantee that any requests will be met.
5.2
The fact that a special request has been noted on your Confirmation Invoice or any other documentation or that it has been passed on to the Supplier is not confirmation that the request will be met.
5.3
Failure to meet any special requests will not be a breach of contract on our part unless the request has been specifically confirmed.
5.4
We are happy to advise and assist you in choosing a suitable Package or Travel Arrangement. As some of the Packages or Travel Arrangements may lack even the simplest facilities, such as ramps for wheelchairs, lifts etc., it is important that, when booking, you advise us of any disabilities and special requirements to make sure the product meets your specific needs. We accept no liability if we are not advised of any special requirements your party have before a booking is completed. In the event that we are advised of a special requirement after a booking has been completed, your booking may be subject to additional charges to make the required arrangements or may have to be cancelled together with any applicable charges.
5.5
If we reasonably feel unable to properly accommodate the particular need of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we became aware of these details.
6.
If you Change or Cancel your Booking
6.1
At Culture Trip we believe in offering flexible booking conditions to take the stress out of booking in times of uncertainty. Book a trip with us and there will be no change fees, cancellation fees and you will receive a full refund should you need to cancel or postpone your trip, no questions asked, providing you cancel at least 30 days before trip departure. Alternatively, outside 30 days of departure you can simply transfer your deposit and any funds paid to a different date with no fees if you do not wish to cancel your trip.
If you need to cancel within 30 days, 100% cancellation fees will apply.
6.2
If, after our Confirmation Invoice has been issued, you wish to change your Package or Travel Arrangement in any way, we will do our utmost to make these changes, but it may not always be possible. Any request for changes must be made to our Customer Support Centre via email at customerservice@theculturetrip.com or via telephone on +44 (0) 1630 350001 by the lead name on the booking.
6.3
Certain bookings may not be amended after they have been confirmed and any alteration could incur a cancellation charge up to 100% of that part of the booking. In some cases any changes made may mean you having to pay for the cancelled arrangements and making a new booking at full price. You will be advised of any non-refundable costs prior to booking.
6.4
If some of your party cancel in addition to paying the applicable cancellation charges we will recalculate the cost for the remaining travellers as you may have to pay additional charges.
6.5
Certain arrangements may incur a cancellation charge of up to 100% of that part of the arrangement of the Package or Travel Arrangement after it has been confirmed.
6.6
You will be asked to pay any relevant difference in the price of your booking, together with further costs we incur in making the alteration for any amendment or cancellation. You should be aware these costs could increase the closer to the departure date that changes are made. If you choose not to pay the difference in the price of your new booking you may choose to cancel your booking in accordance with clause 6.10.
6.7
Your deposit may not be transferred to another destination or special offer once the booking has been confirmed. Should you wish to cancel your booking, cancellation charges will apply.
6.8
Unless otherwise advised at the time of booking and/or on your Confirmation Invoice, you may not make any changes within 30 days of departure.
6.9
We recommend that in the event of any cancellation you contact your insurance company as you may be able to reclaim the loss depending on the reason for the cancellation and the policy you have taken. Please refer to clause 16 for further information about travel insurance requirements for your trip
6.10
Cancellation Charges:
Notification PeriodCancellation Charge**
30 days or moreno charge
29 days or less100% of Package/Travel Arrangement price
*If you change your booking, ‘Package/Travel Arrangement Price’ does not include any other costs paid which are not refundable in the event of your cancellation
**These cancellation charges apply to all bookings, except items or services that are non-refundable. You will be advised of any items of this nature at the time of booking.
Cancelling – Foreign, Commonwealth & Development (‘FCDO’) Advice and Covid 19
6.11
Where you are choosing to travel to a destination subject to the FCDO advisory against non-essential travel, you accept that once your booking has been confirmed, if you decide not to travel due to the FCDO advisory, you will have to pay our standard cancellation charges as shown in clause 6.10 of these Booking Conditions – you are not entitled to cancel and receive a full refund in these circumstances, as it is assumed and you confirm that you have made your booking with full knowledge of the FCDO advisory against non-essential travel
6.12
Where your chosen destination is exempt from the FCDO advisory against non-essential travel at the time of booking but is subsequently removed from the FCDO exemption list and at that point becomes subject to the FCDO advisory against non-essential travel, you accept that you will not have the right to cancel your booking and receive a full refund. If you choose to no longer travel in these circumstances, you will have to pay our standard cancellation charges as shown in clause 6.10 of these Booking Conditions, as you made your booking with full knowledge of the risks of travelling during the Covid-19 pandemic.
6.13
Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), other than in the following circumstances:
  • If you, or anyone in your booking party, test positive for Covid-19, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time:

    If this happens within 14 days of your departure/commencement date, you must contact us immediately as you may no longer be able to travel and provide medical evidence. We will offer you the following options where possible and subject to availability:
    • Postponing your booking to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your booking, as well any increase in cost imposed by Suppliers); or
    • If not everyone on the booking is affected, you may be able to transfer your place on the booking to another person nominated by you, subject always to compliance with the requirements within our Booking Conditions and any amendment and administration charges payable; or
    • You may be able to claim these costs back from your travel insurance – please check your policy wording.
    • A full refund if options a., b. or c. are not acceptable to you and only on production of suitable medical evidence. If this happens once your Package, or Travel Arrangement has commenced please notify us immediately and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your Package, Travel Arrangement, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. Your travel insurance may cover some of these costs for you – please check the policy wording

  • You fail any tests, checks or other measures imposed by a Supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied boarding, entry to the destination, access to the travel services or you are otherwise unable to proceed with your Package or Travel Arrangement, or any part of it, or you are required to self-isolate within the destination. Your travel insurance may cover some of these costs for you – please check the policy wording.
7.
If We Change Your Booking
7.1
As we mostly arrange and plan your Package or Travel Arrangement many months in advance, we may have to make changes to your booking both before and after your booking has been confirmed.
Changes
7.2
Most changes are minor, but from time to time we may have to make a major change to your booking.
7.3
If we make a major change to your Package or Travel Arrangement, we will inform you as soon as reasonably possible if there is time before your departure or commencement of the booking, as appropriate. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your, Package or Travel Arrangement and receiving a full refund of all monies paid. This doesn’t apply for minor changes. Additional provisions may apply to Packages (see clause 23)
7.4
Examples of minor changes may include, but are not limited to change of accommodation to another or higher standard or minor change to a trip itinerary. See additional provisions and examples that apply to Packages at clause 23.
Cancellation
7.5
We may in exceptional circumstances be required to change or cancel your booking, including but not limited to instances where the minimum number of travellers required for the Package to go ahead hasn’t been reached, in which case a full refund of all monies paid will be made to you. The minimum number required will be provided to you with the trip description, along with the time limit for us to tell you if the package has to be cancelled. In respect of groups, we will confirm or cancel the Package within 60 days of departure.
7.6
We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation, including any additional Travel Arrangements that you have made via another company.
7.7
Where you have booked a Package, additional terms and conditions apply to your booking, please see clause 21.
7.8
If, we agree, any refunds are due to you, then these will be made by the same method used to pay for the booking. Any payment made by credit card or debit card will be returned to that card and will not be refunded to any other card.
Unavoidable and Extraordinary Circumstances
7.9
In these Booking Conditions, Unavoidable and Extraordinary Circumstances (also known as Force Majeure) means a situation which is beyond our or the Supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, but are not limited to whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, flood, epidemics and pandemics, fire, airport, port or airspace closures, restrictions or congestion, flight or entry restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel. Except where otherwise stated in these Booking Conditions, we have no liability including for compensation, costs and expenses in such situations.
7.10
Brexit Implications: please note that certain Packages and/or Travel Arrangements may be affected as a result of the United Kingdom leaving the European Union. This could include changes to the visa requirements of British citizens travelling to, within or through the EU. This is something we will continue to monitor and will advise you as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Unavoidable and Extraordinary Circumstances, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
7.11
We shall have no liability to you for any changes, cancellations, failure to perform, or delay in performance of, any of our obligations that are caused by Unavoidable and Extraordinary circumstances. If such an event takes place and if affects the performance of our obligations to you we will contact you as soon as reasonably possible to notify you. If you have any concerns about a booking, please contact customerservice@theculturetrip.com or call us on +44 (0) 1630 350001. We regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result
8.
Travel Requirements
8.1
  • Any flights and all other travel and/or transport at your own cost and risk if applicable in order for you to commence your booking (unless transport is expressly included within the Package or Travel Arrangement)
  • You must ensure that you and your party have valid passports and appropriate visas. Your specific passport and visa requirements, and other immigration requirements are your responsibility. Requirements can change at any time and so we encourage you to ensure you check the up to date position with the your local passport office, the relevant embassy, consulate, doctor etc in advance of departure or commencement and the relevant government’s website (e.g. for UK residents FCDO’s website (https://www.gov.uk/foreign-travel-advice) for the latest advice on conditions and information on specific countries. Latest health and vaccination requirements can also be round at https://travelhealthpro.org.uk/ which you must review prior to booking and your trip as requirements can change
  • You must be responsible for the behaviour of yourself and your party. (Please refer to clause 14).
9.
Foreign, Commonwealth & Development Office (‘FCDO’) Advice
9.1
Please note that the FCDO currently advises against all but essential travel to a number of overseas destinations, including popular holiday destinations in which we operate. However, many of these destinations remain open and welcoming to UK travellers, and flights to and from these destinations continue to operate. Whilst holiday destinations remain open to UK travellers, flights continue to operate and travel services can be performed, we will continue to offer our products and services to customers who wish to purchase them.
9.2
If you book a Package or Travel Arrangement with us during the Covid-19 pandemic, you confirm that you have checked, understand and accept the FCDO travel advice relating to your chosen destination, including where there may be a requirement on you to quarantine upon your return to the UK (or in destination), and understand and accept that there is a heightened risk of travelling during the Covid-19 pandemic, beyond that associated with travel during ordinary times. You are also required to purchase a specialist travel insurance which includes certain cover for Covid-19 – see clause 16.
10.
Travel advice
10.1
For up-to-date travel advice from the UK government, visit:
We recommend that you consult these websites before booking in order to make an informed decision about your chosen destination, and again before departure.
11.
Your Experience
11.1
You acknowledge that the Suppliers providing your Package or Travel Arrangement will need to comply with national and/or local guidance and requirements relating to Covid-19 and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability and temperature testing. We do not expect these measures to have a significant impact on your enjoyment of your Package or Travel Arrangement and all measures will be taken with the purpose of securing your safety and those around you.
12.
Assistance in Resort
12.1
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 Unavoidable and Extraordinary Circumstances and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
13.
Complaints
13.1
In the unlikely event that you have any reason to complain or experience any problems with any element of your Package or Travel Arrangement once it has commenced, you must immediately inform us and the relevant Supplier of the particular part of the Package or Travel Arrangement that you wish to complain about whilst in resort.
13.2
Most problems or complaints can be resolved whilst you are away, however if you remain dissatisfied please contact us in writing within 28 days of your return by emailing our Customer Support Centre at customerservice@theculturetrip.com (which is the fastest way to communicate with us) or write to Customer Service Department, Culture Trip, 75 Davies Street, London, W1K 5JN.
13.3
We will require any documentation to support your complaint in order for us to investigate any problems you may have incurred.
13.4
If you fail to follow these procedures we will have been deprived of the opportunity to investigate and rectify your complaint.
14.
Behaviour
14.1
You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our or our Supplier’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking immediately with no further liability to you. No refunds will be made and no expenses or costs incurred by you as a result of the termination will be made. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.
14.2
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
15.
Flights
15.1
We do not provide any Packages or Travel Arrangements that include flights. If you require flights in order to get to the place of your booking, it is your responsibility to do so. We accept no responsibility for any flights, cancellations, or amendments whatsoever.
16.
Insurance
16.1
It is a condition of travel on our Packages and Travel Arrangements that all travellers are adequately covered by travel insurance prior to departure. Insurance should cover personal accident and medical expenses, evacuation and repatriation, baggage loss, and cancellation or curtailment of your trip in addition to the clause 16.2 below.
16.2
You must purchase a specialist travel insurance policy which includes specific cover for Covid-19 related issues and incidents which may affect your Package or Travel Arrangements and, if necessary, travelling to a destination subject to a FCDO advisory against travel. It remains your responsibility to read and understand the insurance policy and ensure that it is suitable and adequate for your particular needs. Please read your policy details carefully and take them with you on your trip. If you choose to travel without adequate insurance cover, we will not be liable for any losses suffered by you in respect of which insurance cover would otherwise have been available. We have partnered with World Nomads who offer a variety of travel insurance policies. Click here for further details
17.
Excursions
17.1
Excursions or other tours that you may choose to book or pay for during your Trip are not part of your Package or Travel Arrangement. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
18.
Changes to Booking Conditions
18.1
We may make changes to these Booking Conditions from time to time. Please check your booking confirmation email which includes a copy of the Booking Conditions that apply to your booking.
19.
Other Important Information
19.1
Waiver - If you breach these Booking Conditions and we take no action, or if we delay in taking action, that does not mean that we have waived our rights and we will still be entitled to use our rights and remedies. If we do waive a breach by you, we will only do so in writing.
19.2
Severability - Each of the sections and paragraphs of these Booking Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections and paragraphs will remain in full force and effect.
20.
Law and Jurisdiction
20.1
These Booking Terms and Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with exclusively by the Courts of England and Wales only (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

SECTION B: PACKAGE TRIP BOOKINGS

This section only applies to Package Trips booked with us as Package Organiser. Please read this section in conjunction with Section A of these Booking Conditions. Sections C & D do not apply.
21.
Package Contract
21.1
Where your booking is for a Package, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in Section B of these Booking Conditions
21.2
A “Package” has the same meaning as defined in the PTRs and exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:
  • transport (including but not limited to flights, trains and coaches and does not including minor transport services such as a guided tour or a transfer); or
  • accommodation; or
  • rental of cars, motor vehicles or motorcycles (in certain circumstances); and
  • any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.
21.3
Your contract will be with us and we will accept responsibility for this booking as a Package Organiser unless we are acting as an agent for another Package Organiser in which case Section D of these Booking Conditions will apply. Please note any additional products purchased outside of 24 hours from your initial package will not covered by the Package Travel and Linked Travel Arrangements regulations 2018 (“PTRs”)
21.4
It is our duty as the Package Organiser to ensure that you have been provided with all details set out here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/1 before the booking is made. If you have not been given sufficient information please let us know immediately.
21.5
You should also be provided with all the following information as set out here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/5 which will be provided in the package travel contract. If you have not been given sufficient information please let us know immediately.
21.6
More information on key rights under the Package Travel and Linked Arrangements Regulations 2018 can be found here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/2
21.7
For the avoidance of doubt, none of our Packages include flights. If you have booked flights separately in order to commence the Package or otherwise we accept no responsibility for any flights including cancellations or amendments whatsoever.
22.
Transferring Your Package
22.1
If any member of your party is prevented from travelling on their Package, that person(s) may transfer their place to someone else, subject to the following conditions:
  • that person is introduced by you and satisfies all the conditions applicable to the Package;
  • we are notified not less than 7 days before departure;
  • you pay any outstanding balance payment as well as any additional fees, charges or other costs arising from the transfer;
  • the transferee agrees to these Booking Conditions, and all other requirements applicable to the Package; and
  • you and the transferee remain jointly and severally liable for payment of all sums.
If you are unable to find a replacement, cancellation charges as set out will apply in accordance with clause 6.10. Otherwise, no refunds will be given for passengers not travelling or for unused services.
23.
If we Change or Cancel your Package
23.1
Where you have booked a Package and we make a significant change to or cancel the Travel Arrangements which form your Package, the provisions of this clause 23 will apply.
23.2
We can change your holiday price after you’ve booked, only in certain circumstances:
Surcharges
23.3
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your Package may change after you have booked. However, there will be no change within 20 days of your departure.
23.4
You will not be charged for any increase equivalent to 2% of the Package price, which includes insurance premiums and any amendments charges.
23.5
You will be charged for the amount over and above that stated in clause 23.4.
23.6
If this means that you have to pay an increase of more than 8% of the Package price, you will have the following options:
  • Accept the changed price; or
  • Purchase alternative arrangements from us, of similar standard to those originally booked if available (if there is an increase in cost from the original booking you will be liable for this cost; if there is a reduction in cost, we will refund the difference to you) or
  • Accept the cancellation, in which case you will receive a refund in full of all monies you have paid to us.
Should you decide to cancel you must do so within 14 days from the date of your final invoice.
23.7
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday price, then any refund due will be paid to you.
Changes and Cancellations
23.8
If we make an insignificant or minor change to your Package, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of insignificant changes may include change of accommodation to another of the same or higher standard, or minor changes to services available at the accommodation.
23.9
Occasionally we may have to make a significant change to your confirmed Package. Examples of “significant changes” include the following, when made before departure:
  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
23.10
We will not cancel your Package less than 30 days before your departure date, except for reasons of Unavoidable or Extraordinary circumstances or failure by you to pay the final balance.
23.11
If we have to make a significant change or cancel your Package, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
  • (for significant changes) accepting the changed Travel Arrangements; or
  • having a refund of all monies paid; or
  • accepting an offer of alternative travel arrangements of comparable or higher standard if available (at no extra cost); or
  • if available, accepting an offer of alternative travel arrangements of a lower standard, with a refund of the price difference between the original Travel Arrangements and the alternative travel arrangements.
23.12
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again we will assume that you have chosen to accept the change, alternative travel arrangements or cancellation as appropriate.
Compensation
23.13
If we cancel or make a major change we will pay as a minimum compensation as detailed below, except where the major change or cancellation arises due to Unavoidable or Extraordinary circumstances (clauses 7.9-7.11) or your failure to pay.

Period before departure in which we notify youAmount you will receive from us (per full-fare paying adult named on the holiday booking)
60 days and overNil
Between 59 to 29 days£10
Between 28 to 14 days£20
Between 13 and 1 day notice or in resort£30
24.
Our Liability to you
24.1
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in the Package. If any of the travel services included in your Package are not performed in accordance with the contract, or are improperly performed, by us or the Suppliers, and this has affected the enjoyment of your Package, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the Package and is unforeseeable or unavoidable; or due to Unavoidable and Extraordinary circumstances; or an event which either ourselves or Suppliers could not, even with all due care, have foreseen or forestalled.
24.2
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of 2 times the cost of your Package. Our liability will also be limited in accordance with and/or in an identical manner to:
1.
The contractual terms of the Suppliers that provide any transportation for your travel services making up your Package. These terms are incorporated into this contract; and
2.
Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
3.
Loss of and/or damage to any luggage or personal possessions and money. The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
24.3
You can ask for copies of the supplier contractual terms (where relevant), or the international conventions, from our Customer Support Centre via email at customerservice@theculturetrip.com or call us on +44 (0) 1630 350001.
24.4
If it is impossible to ensure your return as scheduled due to Unavoidable and Extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
24.5
It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our Supplier(s) strictly in accordance with the complaints procedure set out in these Booking Conditions at clause 13.
24.6
When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any relevant Suppliers for the complaint or claim in question.
24.7
Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require
24.8
Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.
24.9
We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion or activity you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
25.
Financial Protection
25.1
You will not receive an ATOL certificate because none of our Packages include flights.
25.2
When you buy a Package from us financial protection for your money is provided by way of an independently administered trust account held by PT Trustees Limited of 2nd Floor, Nucleus House, 2 Lower Mortlake Road, Richmond, Surrey, TW9 2JA; email: info@pttrustees.com; tel: 0208 878 8490; https://pttrustees.com/. All funds paid to us for packages are covered in accordance with The Package Travel and Linked Travel Arrangements Regulations 2018 by means of this trust account. All customer funds paid to the Company remain fully trust protected and cannot be released to us until after you have completed your Package. For further information please visit pttrustees.com

SECTION C – SINGLE ELEMENT TRAVEL ARRANGEMENT BOOKINGS

This section applies to all single element Travel Arrangement bookings where we are acting as Principal. Please read this section in conjunction with Section A of these Booking Conditions. Section B and D of these Booking Conditions do not apply.
26.
Contract
26.1
Where your booking is for a single element Travel Arrangement (e.g. an experience, activity or accommodation only) in some situations your contract will be with us as Principal but we will not act as a “Package Organiser” and you will not receive the rights and benefits under the PTRs as outlined in Section B of these Booking Conditions.
26.2
We will only be responsible for the provision of any Travel Arrangements, services or activities on a single element Travel Arrangement Booking that has been arranged by us and as set out in your Confirmation Invoice. Any additional activities, services or Travel Arrangements booked directly with the Supplier or anyone other than us will be between you and the Supplier or other relevant person.
27.
Pricing
27.1
Price increases may occur any time prior to departure and you will be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you have paid, we will endeavour to provide details to you.
28.
Our Liability to You
28.1
For single element Travel Arrangement Bookings, where we are Principal, we have a duty to select the relevant Suppliers with reasonable skill and care. We have no liability to you for the actual provision of the Travel Arrangement, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the relevant Suppliers with reasonable care and skill, we will have no liability to you for anything that happens on the Travel Arrangement or any acts or omissions of the Suppliers or others. We also have no liability in the following situations:
  • where the Travel Arrangement cannot be provided as booked due to Unavoidable and Extraordinary circumstances;
  • where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
  • where you incur any loss or damage that relates to any business activity.
  • where any loss or damage relates to any Travel Arrangement, activities or services which do not form part of our contract with you.
29.
Financial Protection
29.1
You will not receive an ATOL certificate because we do not sell flight only Travel Arra ngements with ATOL protection.

SECTION D – APPLICABLE TO ALL AGENCY BOOKINGS

This section only applies where you have booked Package or any single element Travel Arrangement(s) (e.g. experiences or accommodation) with a third party Supplier acting as Principal and where we are acting as Agent. These terms and conditions are stand alone and Sections A, B and C do NOT apply to these bookings. Your contract will be with the Principal Supplier who is ultimately responsible for your booking and their booking conditions will also apply.
1.
Contract
1.1
If you purchase a Package or single element Travel Arrangement your contract will be with the Principal Supplier and no-one else. In such circumstances, we act solely as agent for that Principal Supplier who is ultimately responsible for your booking. The Principal Supplier’s terms and conditions will apply to your contract. In the case of a Package, the Principal Supplier will also be the Package Organiser and will be responsible for all obligations under the Package Travel and Linked Travel Arrangements Regulations (‘PTRs’)
1.2
When making your booking we will arrange for you to enter into a contract with the Principal Supplier(s) (e.g., tour operator/accommodation/experience provider) named on your Confirmation Invoice(s). As agent we accept no responsibility for the acts or omissions of the Principal Suppliers or for the Package or Travel Arrangements or services provided by them. The Principal Supplier’s terms & conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Some of our Principal Supplier’s Booking Conditions can be found below:
Accommodation
1.2a
EPS - https://developer.expediapartnersolutions.com/terms/en
1.2b
Hotelbeds - https://theculturetrip.com/bookable/hotelbeds-terms-and-conditions
Experiences
1.2c
Viator - Please see the cancellation policy and other T&Cs made available to you during the booking process and in your booking confirmation.
1.2d
Livn – please refer to the Livn Terms and Conditions which can be found at https://theculturetrip.com/bookable/livn-terms-and-conditions
Tours

1.2e
Intrepid Travel – please refer to the Booking Conditions which can be found at https://www.intrepidtravel.com/uk/booking-intrepid/booking-conditions
If you are in any doubt which Booking Conditions apply or cannot find your relevant Booking Conditions above, please ask us for copies of these and we will send them to you. In the event of any conflict between these Booking Conditions and the Principal Supplier’s separate booking terms and conditions, these Booking Conditions will prevail.
1.3
All Travel Arrangements which we provide or which are sold through us are not an offer by us to sell any Travel Arrangements, but an invitation to you to make an offer to the Principal Suppliers of the arrangements. We are free to accept that offer on behalf of those Principal Suppliers or to reject it.
1.4
By using our services and making a booking for a Package or Travel Arrangement where we act as agent, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:
  • has read these Booking Conditions and has the authority to and does agree to be bound by them;
  • consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
  • is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
  • accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking and is authorized to use the credit or debit card that is used to pay for the booking;
  • has provided information that is true and accurate;
  • will only make legitimate reservations. False and/or fraudulent reservations are strictly prohibited.
2.
Booking
2.1
We will advise you of the Principal Supplier’s details prior to your booking.
2.2
If you have not made any bookings but have a question about a Package or Travel Arrangement then please get in touch with us at customerservice@theculturetrip.com
2.3
The lead name is responsible for ensuring the accuracy of the personal details and any other information supplied to us in respect of yourself and all other members of your booking party and for passing any information regarding the booking or any changes made in relation to the booking to all members of the booking party including, but not limited to,information on schedule changes or copies of booking confirmations.
2.4
It is important to check the details on the Confirmation Invoice to ensure that all elements of your booking are exactly as requested. Please check that all names, dates and timings are correct on receipt of all documents. Please ensure that the names given are the same as in the relevant passport.
2.5
Save as expressly set out in these Booking Conditions, only the necessary booking information that you provide to us will be passed on to the relevant Principal Suppliers of your Package or Travel Arrangements or other persons necessary for the provision of your Package or Travel Arrangements. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you travel outside the United Kingdom, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant Principal Suppliers, whether in the UK or not, we will be unable to provide your booking. Please check the Principal Supplier’s privacy policy. In the event of any discrepancy in the details contained on any confirmation documentation please contact us immediately at our Customer Support Centre at customerservice@theculturetrip.com so that we can liaise with the Principal Supplier as it may not be possible to make changes at a later date and/or you may have to pay amendment or cancellation fees. Our Customer Support Centre will assist you with resolving any issues with your booking but we cannot guarantee or be responsible for any issues with your booking being resolved to your satisfaction where an error has been made by you during the booking process.
3.
Price
3.1
You will be advised of the Principal Supplier’s current price before your booking is confirmed.
3.2
All prices quoted include sales taxes such as VAT. Any additional local taxes or charges which may be payable locally during your trip are not included.
3.3
We will do our best to ensure that all the information and prices that we advise you of or publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. We are reliant upon the prices and information that the Principal Supplier provides us with. You must check the current price and all other details relating to the Package or Travel Arrangement that you wish to book before your booking is placed. We reserve the right, on behalf of the Principal Suppliers to amend all advertised prices on our website or mobile platform and to correct errors in pending bookings and any obvious errors or mistakes in prices of pending bookings and confirmed bookings.
3.4
City Taxes and Resort fees – it is now common place for hotels to charge city taxes or resort fees which can only be paid locally and not at the point of booking. We accept no responsibility on behalf of the Principal Supplier for the payment of resort fees and you should make your own enquiries as to whether any resort fees are payable.
4.
Payment
4.1
The lead name acts on behalf of all other persons on the booking and is responsible for all payments in respect of the booking.
4.2
By confirming you would like to proceed with your booking either during a call with our reservations team or by completing the check-out process and making a booking for a Package or Travel Arrangement by clicking the "[PAY]" button on the checkout page, you are confirming to purchase the product from the relevant Supplier. Your booking for the Package or Travel Arrangement is subject to these Booking Conditions and the relevant Principal Supplier Booking Conditions. All reservations are only confirmed when you receive the Confirmation Invoice from us. If you do not receive a Confirmation Invoice within 48 hours of placing your reservation please contact our Customer Support Centre at customerservice@theculturetrip.com.
4.3
When you make your booking, depending on the Principal Supplier, a deposit may be payable, the amount of the deposit will be dependent on the Package or Travel Arrangement that you are booking. You will be advised of the deposit requirements during the booking process and if a deposit is to be taken, when the final balance is due as this will vary between Principal Suppliers. In the case of some Principal Suppliers and the full balance will become due immediately. You will also be advised of this during the booking process.
4.4
If the deposit and/or balance is not paid in time, we reserve the right, on behalf of the relevant Principal Supplier, to cancel your booking and charge any of the Principal Supplier’s cancellation charges.
4.5
On some occasions, any payment may be non-refundable, and the booking unchangeable. You will be advised if this is the case.
4.6
Unless otherwise stated, prices include all government levies as at the date of publication but not the fees set out in clause 3.4. Dates, itineraries and prices are indicative only. Prices are valid for travel for the date ranges shown. Payments are taken in Great British Pounds.
4.7
We will accept payment from you in accordance with the payment methods listed on our website and/or mobile platform.
5.
Special Requests/Medical Issues
5.1
If you wish to make a special request, you must do so at the time of booking. We will try to pass any reasonable requests on to the relevant Principal Supplier but we cannot guarantee that any requests will be met.
5.2
The fact that a special request has been noted on any documentation or that it has been passed on to the Principal Supplier is not confirmation that the request will be met.
5.3
If you or any member of your party has any medical issues or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to obtain advice from the Principal Supplier as to the suitability of your chosen Package or Travel Arrangement. The Principal Supplier may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen Package or Travel Arrangement.
5.4
Acting reasonably, if the Principal Supplier is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking on the Principal Supplier’s behalf. If you did not give us full details at the time of booking, we will inform the Principal Supplier once we are aware but if they are unable to accommodate the needs of the person(s) concerned they may cancel and impose cancellation charges.
6.
If you Change or Cancel your Booking
6.1
Any cancellation or amendment request must be made to us by emailing our Customer Support Centre at customerservice@theculturetrip.com by the lead name on the booking. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, most cancellations or amendments are outside of our control. We cannot guarantee that the Principal Supplier will meet such requests. The Principal Supplier will charge the cancellation or amendment charges shown in their terms and conditions (which may be as much as 100% of the cost of the Package or Travel Arrangement and will normally increase closer to the date of departure). We will notify you of the exact charges at the time of amendment or cancellation.
Please note:
-
Some Packages or Travel Arrangements may not be changeable after a booking has been made, for example, where discounted non-refundable accommodation , activities or flights have been booked. You will be advised of any non refundable charges prior to confirming your booking.
6.2
We recommend that in the event of any cancellation you contact your insurance company as you may be able to reclaim the loss depending on the reason for the cancellation and the policy you have taken.
Cancelling – Foreign, Commonwealth & Development (‘FCDO’) Advice and Covid 19
6.3
Where you are choosing to travel to a destination subject to the FCDO advisory against non-essential travel, you accept that once your booking has been confirmed, if you decide not to travel due to the FCDO advisory, you will have to pay the Principal Supplier’s standard cancellation charges– you are not entitled to cancel and receive a full refund in these circumstances, as it is assumed and you confirm that you have made your booking with full knowledge of the FCDO advisory against non-essential travel.
6.4
Where your chosen destination is exempt from the FCDO advisory against non-essential travel at the time of booking but is subsequently removed from the FCDO exemption list and at that point becomes subject to the FCDO advisory against non-essential travel, you accept that you will not have the right to cancel your booking and receive a full refund. If you choose to no longer travel in these circumstances, you will have to pay the Principal Supplier’s standard cancellation charges, as you made your booking with full knowledge of the risks of travelling during the Covid-19 pandemic.
6.5
Please note that neither we nor the Principal Supplier will have any liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
  • If you, or anyone in your booking party, test positive for Covid-19, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.

    If this happens within 14 days of your departure date, you must contact us immediately as you may no longer be able to travel. We will then contact the Principal Supplier and advise you on what their response is.

    If this happens after your Package or Travel Arrangement has commenced, please notify us and/or the Principal Supplier immediately and we will liaise with the Principal Supplier in the hope they will provide you with assistance. Neither we, nor the Principal Supplier will be responsible for covering the cost of any curtailment of your Package or Travel Arrangement, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. Your travel insurance may cover some of these costs for you – please check the policy wording.

  • You fail any tests, checks or other measures imposed by a Supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied boarding, entry to the destination, access to the travel services or you are otherwise unable to proceed with your Travel Arrangement, or any part of it, or you are required to self-isolate within the destination. Your travel insurance may cover some of these costs for you – please check the policy wording.
6.6
It is your responsibility to ensure that you have read, understood and keep updated with any Covid 19 policy of the Principal Supplier.
7.
Changes and Cancellations by the Principal Supplier
7.1
We will inform you as soon as reasonably possible if the Principal Supplier needs to make a significant change to or cancel your confirmed Package or Travel Arrangement or to cancel it. We will also liaise between you and the Principal Supplier in relation to any alternative travel arrangements offered by the Principal Supplier but we will have no further liability to you.
7.2
We reserve the right, on behalf of the Principal Suppliers, to make changes, cancel or substitute the Package or Travel Arrangement if the Principal Supplier needs to make any change(s), cancellations or substitutions. As we are acting as an agent on behalf of the Principal Supplier we will not be responsible for any costs associated with any changes, cancellations or substitutions made.
7.3
Where any refunds are due (i.e. you have booked a Package or Travel Arrangement that is refundable and you have requested a refund via our customer support centre), then refunds will be made by the same method used to pay for the booking. Any payment made by credit card or debit card will be returned to that card and will not be refunded to any other card.
8.
Unavoidable and Extraordinary Circumstances
8.1
In these Booking Conditions, Unavoidable and Extraordinary Circumstances (also known as Force Majeure) means a situation which is beyond our or the Principal Supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include but are not limited to, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, flood, epidemics and pandemics, fire, airport, port or airspace closures, restrictions or congestion, flight or entry restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel. Except where otherwise stated in these Booking Conditions, neither we nor the Principal Supplier have liability including for compensation, costs and expenses in such situations.
8.2
Brexit Implications: please note that certain Packages or Travel Arrangements may be affected as a result of the United Kingdom leaving the European Union. This could include changes to the visa requirements of British citizens travelling to, within or through the EU. This is something you should monitor. This is something which is completely unprecedented and outside our or the Principal Supplier’s control, we would treat any such changes as Unavoidable and Extraordinary Circumstances and have no liability to you.
8.3
We shall have no liability to you for any failure to perform, or delay in performance of, any of our obligations that is caused by Unavoidable and Extraordinary circumstances. If such an event takes place and it affects the performance of our obligations to you we will contact you as soon as reasonably possible to notify you. If you have any concerns about a booking, please contact customerservice@theculturetrip.com
9.
Travel Requirements
9.1
You accept responsibility for both you and your party in respect of the following:
  • All travel and/or transport at your own cost and risk (unless transport is expressly included within the relevant Package or Travel Arrangement).
  • You must ensure that you and your party have valid passports and appropriate visas. Your specific passport and visa requirements, and other immigration requirements are your responsibility. Requirements can change at any time and so we encourage you to ensure you check the up to date position with the your local passport office, the relevant embassy, consulate, doctor, with the Principal Supplier in advance of departure and the relevant government’s website (e.g. for UK residents FCDO’s website (https://www.gov.uk/foreign-travel-advice) for the latest advice on conditions and information on specific countries. Latest health and vaccination requirements can also be round at https://travelhealthpro.org.uk/ which you must review prior to booking and your trip as requirements can change.
  • You must be responsible for the behaviour of yourself and your party. (Please refer to clause 15).
10.
Foreign, Commonwealth & Development Office (‘FCDO’) Advice
10.1
Please note that the FCDO currently advises against all but essential travel to a number of overseas destinations, including popular holiday destinations. Many of these destinations remain open and welcoming to UK tourists and flights to and from these destinations continue to operate. Whilst holiday destinations remain open to UK tourists, flights continue to operate and services can be performed, we and the Principal Suppliers will continue to offer for sale Packages or Travel Arrangements to customers who wish to purchase them.
10.2
If you book a Package or Travel Arrangement during the Covid-19 pandemic, you confirm that you have checked, understand and accept the FCDO travel advice relating to your chosen destination, including where there may be a requirement on you to quarantine upon your return to the UK (or in destination), and understand and accept that there is a heightened risk of travelling during the Covid-19 pandemic, beyond that associated with travel during ordinary times. You are also required to purchase a specialist travel insurance which includes certain cover for Covid-19.
11.
Travel advice
11.1
For up-to-date travel advice from the UK government, visit:We recommend that you consult these websites before booking in order to make an informed decision about your chosen destination, and again before departure.
12.
Your Experience
12.1
You acknowledge that the Principal Suppliers providing your Package or Travel Arrangement will need to comply with national and/or local guidance and requirements relating to Covid-19 and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability and temperature testing. We do not expect these measures to have a significant impact on your enjoyment of your Package or Travel Arrangement and all measures will be taken with the purpose of securing your safety and those around you.
13.
Our Liability to You
13.1
Your rights in relation to the Package or Travel Arrangement are as set out in the relevant Principal Supplier Booking Conditions. As agent, our responsibilities are limited to making your booking in accordance with your instructions. We cannot and do not accept any liability whatsoever for any improper performance of the service supplied by the Principal Supplier including but not limited to the Package or Travel Arrangement itself, for any information concerning the Package or Travel Arrangement which we pass on to you in good faith, for the performance of your contract by the Principal Supplier or for the acts or omissions of the Principal Supplier, its employees, agents or suppliers or any other person or party in any way connected with the Package or Travel Arrangement. The Principal Supplier will be set out in y our confirmation documents, and, if relevant, your ATOL Certificate.
13.2
In order to try and assist you, we will act as an intermediary between you and the Principal Supplier through our customer support centre when you have any questions, changes or issues but you accept that we cannot guarantee, be responsible for or be liable for the Package or Travel Arrangement that you have booked with the Principal Supplier.
13.3
We accept no liability for:
  • you and/or any member of your booking being refused entry into any country due to failure to hold the correct passport, visa or any other travel documentation that is required by any country, authority or airline;
  • any articles, photos and/or videos on our website or mobile platform that relate to the Package or Travel Arrangement not meeting your expectations. The articles, photos and/or videos we make available on our website or mobile platform are intended to give a guide as to what you may expect but we must not be considered to be making any representations or warranties and cannot guarantee the accuracy of any information provided by us through articles, photos and/or videos on our website or mobile platform provided to us by Principal Suppliers;
  • any errors, inaccuracies and/or omissions, prices or other information provided by Principal Suppliers; and
  • any system (which includes our website and mobile platform) failure of any kind.
13.4
In the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking of a Package or Travel Arrangement. We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment, for fraud or fraudulent misrepresentation and any matter in respect of which it would be unlawful for us to exclude or restrict our liability.
14.
Complaints
14.1
In the unlikely event that you have any reason to complain or experience any problems, queries or concerns with any element of your Travel Arrangement whilst away, you must immediately inform the Principal Supplier whilst in resort. If you fail to follow this procedure there will be less opportunity for the Principal Supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
14.2
If you are unable to contact the Principal Supplier then you may contact us and we will endeavour to assist you to resolve any issues but we cannot guarantee, be responsible for the actual provision of the Travel Arrangement, or the outcome of any complaint. You can contact our customer support centre about a pending booking and/or existing booking at the following email address: customerservice@theculturetrip.com .
Important: claims/complaints about injuries or illness
14.3
In the unfortunate event that you suffer an injury or an illness while you are away, and you believe this is the fault of the Principal Supplier, it is very important that you notify the Principal Supplier whilst you are in location. Accommodation providers, in particular, will often not accept claims for illness or injury unless the issue is reported to them at the time.
14.4
Most problems or complaints can be resolved whilst you are away, however if you remain dissatisfied please contact us in writing within 28 days of your return by emailing our Customer Support Centre at customerservice@theculturetrip.com. We will then endeavour to assist in our capacity as agent by liaising with the Principal Supplier on your behalf.
14.5
The Principal Supplier will require any documentation to support your complaint in order for them to investigate any problems you may have incurred.
14.6
If you fail to follow these procedures the Principal Supplier will argue that it has been deprived of the opportunity to investigate and rectify your complaint.
15.
Behaviour
15.1
You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Principal Supplier’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Principal Supplier reserves the right to terminate your booking immediately with no further liability to you. No refunds will be made and no expenses or costs incurred by you as a result of the termination will be made. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the Principal Supplier prior to departure or commencement. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.
15.2
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
16.
Flights
16.1
Occasionally flight operators change the flight times and for that reason it is important that you confirm your flight times two days prior to departure.
16.2
For inbound flights, it may be necessary to reconfirm your flight with the airline or your Principal Supplier. Please check this in the correspondence received from the airline or the Principal Supplier including all the relevant booking conditions. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
16.3
Neither we nor the Principal Supplier can accept responsibility in the event that you miss your flight if you do not confirm your flight times as described above.
16.4
The latest flight timings will be shown on your tickets which are normally dispatched to you approximately 7-14 days prior to travel. You must check your tickets very carefully immediately on receipt to ensure you have the correct times. It is possible that flight times may be changed even after the tickets have been dispatched.
16.5
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline. If your airline does not comply with these rules you should complain to the CAA’s Passenger Advice and Complaints Team (PAT) or visit www.caa.co.uk.
16.6
Please note that in accordance with Air Navigation Orders, in order to qualify as an infant status, a child must be 2 years and under on the day of his/her return flight.
16.7
Where you have booked a Package or Travel Arrangement that does not include flights and you have booked flights separately we accept no responsibility for any flights, cancellations, amendments whatsoever.
17.
Insurance
17.1
It is a condition of travel of our Principal Suppliers’ Packages or Travel Arrangements that all travellers are adequately covered by travel insurance prior to departure. Insurance should cover personal accident and medical expenses, evacuation and repatriation, baggage loss, and cancellation or curtailment of holiday in addition to the clause 17.2 below.
17.2
You must purchase a specialist travel insurance policy which includes specific cover for Covid- 19 related issues and incidents which may affect your Package or Travel Arrangements and, if necessary, travelling to a destination subject to a FCDO advisory against travel. It remains your responsibility to read and understand the insurance policy and ensure that it is suitable and adequate for your particular needs. Please read your policy details carefully and take them with you on holiday. If you choose to travel without adequate insurance cover, neither we nor our Principal Suppliers will be liable for any losses suffered by you in respect of which insurance cover would otherwise have been available. We have partnered with World Nomads who offer a variety of travel insurance policies. Click here for further details
18.
Changes to Booking Conditions
18.1
We may make changes to these Booking Conditions from time to time. Please check your Confirmation Invoice which includes a copy of the Booking Conditions that apply to your booking.
19.
Other Important Information
19.1
Severability - Each of the sections and paragraphs of these Booking Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections and paragraphs will remain in full force and effect.
19.2
Waiver - If you breach these Booking Conditions and we take no action, or if we delay in taking action, that does not mean that we have waived our rights and we will still be entitled to use our rights and remedies. If we do waive a breach by you, we will only do so in writing
20.
Law and Jurisdiction
20.1
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with exclusively by the Courts of England and Wales only (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable. Please note that this may be different in any of our Principal Supplier’s Booking Conditions and you should check their Booking Conditions where you have any dispute against a Principal Supplier.
20.2
You must be resident in the UK in order to make a booking with us and for these Booking Conditions to apply. We do not sell directly to European customers. For US customers, please refer to the US Booking Conditions on our website.


Standard Information on Traveller’s Rights when booking a Package with Culture Trip

Part 1: General
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to packages. We, The Culture Trip Limited, will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, we have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that we become insolvent.
More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found below.


Part 2: Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018
Travellers will receive all essential information about the package before concluding the package travel contract
There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.
Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly.
If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
The organiser has to provide assistance if the traveller is in difficulty.
If the organiser becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. The Culture Trip Limited has insolvency protection for non-flight packages by way of an independently administered trust account held by PT Trustees Limited of 2nd Floor, Nucleus House, 2 Lower Mortlake Road, Richmond, Surrey, TW9 2JA; email: info@pttrustees.com; tel: 0208 878 8490; https://pttrustees.com/ . All funds paid to The Culture Trip Limited for non-flight packages are covered in accordance with The Package Travel and Linked Travel Arrangements Regulations 2018 by means of this trust account. All customer funds paid to The Culture Trip Limited remain fully trust protected and cannot be released to The Culture Trip Limited until after you have completed your Package. You can contact PT Trustees Limited at 2nd Floor, Nucleus House, 2 Lower Mortlake Road, Richmond, Surrey, TW9 2JA; email: info@pttrustees.com, tel; 0208 878 8490; https://pttrustees.com/.
Part 3: The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here:
https://www.legislation.gov.uk/uksi/2018/634/contents/made
CUSTOMER TERMS LAST UPDATED -- 31th August 2021 -- (Version 1.3)