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Challenges Booking Terms & Conditions

 

SHACKLETON DESIGN & MANUFACTURING COMPANY LTD (“Shackleton”) BOOKING CONDITIONS 

These Booking Conditions (“Booking Conditions”), together with our Privacy Policy, Acknowledgment of Risk form and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Shackleton of Flint Buildings, 1 Bedding Lane, Norwich NR3 1RG with company number: 07169051 (“Shackleton” “we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions 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.

 

About Shackleton Challenges 

We design and deliver unique expedition experiences, allowing our customers to experience what it is like to be an explorer, and to develop their skills in the world’s most spectacular and extreme environments. Shackleton Challenges (“Expedition”), whilst incredibly rewarding, will also be physically and mentally demanding. We work with a number of highly regarded professionals and record breaking adventurers; from the moment you commit to a Shackleton Challenge we will support and guide you throughout your preparation to ensure you are fully equipped for the challenge ahead. We take a very involved approach with all customers from the moment you book through to completion of your chosen challenge, this could include training plan design, advice on nutrition, kit recommendation and general guidance on preparation for an expedition. Furthermore, health and safety is at the forefront of everything we do and all our challenges have full medical support. 

Please note that our website not only contains Shackleton Challenges offered by us, but also contains information regarding other related travel services, such as polar expedition cruises. We make it clear on our website that these services are not bookable through us, but we act merely as an introducer, connecting you to a range of similar expedition experiences offered by other third party providers and that complement the expeditions that we offer. As such, we have no involvement in, nor control over, any of those third party travel services that we feature and/or promote on our website. We act as an advertising intermediary only in these circumstances and shall not be liable for any inaccuracies in the content displayed nor the provision of those services. 

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that: 

  1. They have  read these Booking Conditions and has the authority to and does agree to be bound by them;
  2. They  consent to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking and the applicable next of kin(s), 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);
  3. They are  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;
  4. They  accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking. They have  read these Booking Conditions and has the authority to and does agree to be bound by them;

1. Booking & Paying For Your Arrangements 

A booking is confirmed with us when you pay us the quoted non-refundable deposit (or full payment if you are booking within 90 days of the start of your Expedition) and we issue you with a booking confirmation. Deposit payments must be made within 7 days of issuing an invoice. If payment is not made, we cannot guarantee your expedition place.

We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you. 

A second payment is due not less than 180 days before the start of your arrangements. This payment must also be made within 7 days of notification.

The full remaining balance of the cost of your arrangements (including any applicable surcharge) is due not less than 90 days prior to scheduled start of those arrangements. If we do not receive this balance in full and on time, we reserve the right to treat your booking as canceled by you in which case we shall retain your deposit. 

 

Payment 1 Payment 2 Payment 3
Type Non-refundable deposit    Non-refundable 10% payment Full remaining balance
Due Due at point of booking Due not less than 180 days before the arrangement Due not less than 90 days before the arrangement
  

2. Accuracy 

We endeavour to ensure that all the information and prices both on our website and in our brochures 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 arrangements that you wish to book before you make your booking.

3. Insurance 

Adequate travel insurance is a condition of your contract with us, which should be effective from the date of payment of the deposit invoice. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses however arising, in respect of which insurance cover would otherwise have been available. 

Please note that many of our activities/excursions are considered winter sports and may not be covered under standard travel insurance policies. Please ensure that the travel insurance policy you purchase provides an adequate level of protection for your trip.

4. Pricing 

We reserve the right to amend the price of unsold Expeditions at any time and correct errors in the prices of confirmed Expeditions. We also reserve the right to increase the price of confirmed Expeditions solely to allow for increases which are a direct consequence of changes in: 

(i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the Expedition imposed by third parties not directly involved in the performance of the Expedition, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and 

(iii) the exchange rates relevant to the Expedition package. 

Such variations could include but are not limited to transportation cost changes which are part of our contracts transport providers. 

You will be charged for the amount of any increase in accordance with this clause. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed Expedition (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another Expedition if we are able to offer one (if this is of lower value  you will be refunded the difference in price), or canceling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. 

Should the price of your Expedition go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £25. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. 

There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period. 

5. Jurisdiction and Applicable Law 

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 by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

6. Cutting your Expedition short 

Our expeditions are physically and mentally demanding. In cases where the client is unable to complete the challenge, either by their own choosing, or on the instruction of a guide/ guides, alternative itineraries may be available, but are not guaranteed.

It is the final decision of the guide/ guides as to whether a client is able to continue on a challenge. This could be for a variety of reasons, not limited to, but including:

- physical inability to complete the challenge

- client behaviour

- poor weather/conditions

If your expedition is curtailed due to you being unable to complete the challenge, or wishing to withdraw from the challenge (and the expedition is otherwise carrying on as planned), local accommodation is not covered by us, and you will need to make and pay for your own arrangements.

If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your Expedition and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation or arrangements provided, we will not offer you any refund for that part of your Expedition not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them. 

7. If You Change Your Booking & Transfers of Bookings 

If you wish to change any part of your booking after our booking confirmation has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £100 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with clause 8. 

Transfer of Booking: 

If you or any member of your party is prevented from traveling, that person(s) may transfer their place to someone else, subject to the following conditions: 

  1. that person is introduced by you and satisfies all the conditions applicable to the Expedition; b. we are notified not less than 7 days before the start of the Expedition; 
  2. you pay any outstanding balance payment, an amendment fee of £100 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and 
  3. the transferee agrees to these Booking Conditions and all other terms of the contract between us. 

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 in clause 8 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not traveling or for unused services. 

Important Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. 

8. If You Defer Your Booking Before Departure 

Since we incur costs for deferring your booking, you will have to pay a £100 deferral charge.

Important Note: Expeditions may only be deferred once, in accordance with our terms. A second postponement will be deemed as a cancellation by you.

Important Note: In order to qualify for a deferral, full payment for the arrangement must have been made and we will charge a £100 admin fee.

9. If You Cancel Your Booking Before Departure 

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. 

Should one or more member of a party cancel, it may increase the per person holiday price of those still traveling and you will be liable to pay this increase. 

Since we incur costs in canceling your arrangements, you will have to pay the cancellation charges as follows: 

Period before commencement of arrangements, in which you notify us Cancellation charge, per person
Over 180 days Payment 1
Between 180 - 90 days Payment 1 and Payment 2
Between 1 - 89 days 100% of the total cost of the booking

 

Please note that insurance premiums and amendments charges are not refundable in any circumstances. 

Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. 

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

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.

Cancellation by You due to Unavoidable & Extraordinary Circumstances: 

You have the right to cancel your confirmed Expedition before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign, Commonwealth and Development Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination. 

This clause 8 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

10. If We Change or Cancel 

As we plan your arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. 

Changes: If we make a minor change to your Expedition, 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 minor changes include minor changes to itinerary or planned route of Expedition, change of Expedition Leader, change of accommodation to another of the same or higher standard, changes of 

4

transport providers. Please note that transport providers detailed on our website or in the brochure may be subject to change. 

Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure: 

(a) A change of accommodation area for the whole or a significant part of your time away. (b) A change of accommodation or location to that of a lower standard or classification for the whole or a significant part of your time away. 

(c) A change of outward departure time or overall length of your arrangements by more than 12 hours. 

(d) A significant change to your itinerary, missing out one or more destination entirely. 

(e) Changes to the provision/ availability of additional activities (eg dog sledding)

Important Note: 

The majority of our Expeditions operate in polar conditions or within regions with limited infrastructure. As such, the activities featured are dependent upon specific weather conditions and some require satisfactory levels of ice and snow. Where conditions are not favourable, we will make every effort to adapt your itinerary and the activities and provide alternatives to fit the local conditions and we reserve the right to make such changes where we deem it necessary. Any such changes will be deemed minor in nature.

Important Note:

Expeditions require varying experience levels, and you may not be able to choose one of a higher level than your experience allows for. 

Cancellation: We will not cancel your Expedition less than 60 days before commencement of your Expedition except for reasons of events beyond our control or failure by you to pay the final balance. We may cancel your Expedition before this date if, e.g., the minimum number of clients required for a particular Expedition is not reached. 

If we have to make a significant change or cancel, 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: 

i (for significant changes) accepting the changed arrangements; or 

ii having a refund of all monies paid; or 

iii if available and where we offer one, accepting an offer of an alternative expedition (we will refund any price difference if the alternative is of a lower value). 

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 or alternative booking arrangements. 

Compensation 

In addition to a full refund of all monies paid by you, we will pay you compensation in the following circumstances: 

(a) If, where we make a significant change, you do not accept the changed arrangements and cancel your booking; 

(b) If we cancel your booking and no alternative arrangements are available and/or we do not offer one. 

The compensation that we offer does not exclude you from claiming more if you are entitled to do so. 

Important Note:

We will not pay you compensation in the following circumstances:

(a) where we make a minor change; 

(b) where we make a significant change or cancel your Expedition more than 60 days before departure; 

(c) where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements; 

(d) where we have to cancel your Expedition as a result of your failure to make full payment on time; (e) where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; 

(f) where we are forced to cancel or change your Expedition due to Events Beyond Our Control (see clause 10). 

If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction. 

11. Events Beyond Our Control 

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Events Beyond Our Control”. For the purposes of these Booking Conditions, Events Beyond Our Control means any event beyond our or our supplier’(s’) control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, epidemics, pandemics, significant risks to human health such as the outbreak of serious disease at the travel destination (including the ongoing effects of Covid-19) or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control. 

Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom having left the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers 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 Events Beyond Our Control, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation. 

12. Itinerary Delivery 

Every effort will be made to adhere to the published itinerary you receive ahead of commencement of the Expedition, however, due to the very nature of the Expeditions we offer, such itineraries can be subject to change. Expedition Leaders will assess ground conditions ahead of each Expedition and may change certain aspects of the itinerary to ensure the safety and well-being of all participants, such changes could be immediately prior to commencement or during the Expedition itself in response to the changing influence of various factors.

13. Special Requests 

Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. 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. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met. 

     13a. Social media and imagery

On occasion, there may be a professional photographer accompanying an expedition, event or course. Stills and videos taken may be used on Shackleton website and/ or social media. Photos taken by other people on the course, including guides, may be used on the Shackleton website and/ or social media, with the permission of the subject and the photographer. If you do not wish your image to appear in this way, you should make guides or other Shackleton staff aware at the time of the expedition, or beforehand.

14. Disabilities and Medical Problems 

We are not a specialist disabled expedition company, but we will do our utmost to cater for any special requirements you may have. However, the very nature of the Expeditions that we offer will require customers to have a good level of physical fitness. If you or any member of your party has any medical problem or disability which may affect your ability to participate in an Expedition, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen arrangements. We require all customers to complete medical information forms in order that we can affectively assess the suitability of the chosen arrangements. Medical assessment and tailored expedition preparation is a key part of what we do, therefore it is imperative that all information you provide to us about your capabilities and medical status is wholly accurate. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. 

Please note that we do not recommend any of our Expeditions for children under the age of 18 or for pregnant women due to the physically challenging nature of the Expeditions we offer.

15. Complaints 

We make every effort to ensure that your Expedition runs smoothly but if you do have a problem during your Expedition please inform the relevant supplier (e.g. your Expedition leader/guide) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact challenges@shackleton.com. 

If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office, ideally within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract. 

16. Your Behaviour 

All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment or jeopardise the safety of others. If in our opinion or in the opinion of any Expedition leader, supplier, manager or 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 with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. 

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.

17. Our Responsibilities 

(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your Expedition package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Expedition package you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this Expedition package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your Expedition. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us. 

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: 

(a) the acts and/or omissions of the person affected; or 

(b) the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or 

(c) Events Beyond Our Control (as defined in clause 10). 

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause: 

(a) 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 required to have adequate insurance in place to cover any losses of this kind. 

(b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking. 

(c) Claims in respect of international travel by sea and rail, or any stay in a hotel: 

  1. i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract. 
  1. ii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. 

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these Booking Conditions. 

(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us 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. 

(6) 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; 

(b) relate to any business; 

(c) indirect or consequential loss of any kind. 

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website or in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 

(8) Where it is impossible for you to return to your departure point as per the agreed return date of your Expedition package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Expedition. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point. 

18. Excursions 

Excursions or other tours that you may choose to book or pay for whilst you are on your Expedition are not part of your contracted arrangements with us. 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. 

19. Insolvency Protection 

We provide full financial protection for our package expeditions that we sell as ‘organiser’ under the Package Travel and Linked Travel Arrangements Regulations 2018. We provide this by making payment of funds paid in respect of contracts with us for packages into a trust account administered by independent trustees, Travel Trust Services Ltd, t/a Serenity Travel Trusts (http://serenitytrusts.co.uk/for-consumers) of Suite 2, Realtex House, Leeds Road, Rawdon, Leeds LS19 6AX. Money is not release from that account until after you have travelled. 

20. Passport, Visa and Immigration Requirements & Health Formalities 

It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. 

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports. 

For European expeditions your EHIC is only valid until its expiry date and you must obtain comprehensive medical insurance prior to departure. As EHIC provisions have changed you should check https://www.gov.uk/visit-europe-1-january-2021 and https://www.gov.uk/guidance/uk-residents-visiting-the-eueea-and-switzerland-healthcare for updates affecting your travel. You may need to apply for a Global Health Insurance Card prior to departure instead. 

Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office, visit https://www.gov.uk/travelaware. 

Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling, 

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities. 

Please note: The impacts of Brexit may change your visa, ticket and health requirements. Third country nationals may require an airport transit visa when passing through EU Member States. There is the potential for disruption at borders when travelling between the UK and EU Member States and you should allow sufficient time for this when planning any onward travel. You should check any impacts of Brexit on your travel, in advance of your departure, to ensure that you fulfil the requirements post-Brexit, including any passport validly requirements. The UK Government passport checker can be found here https://www.gov.uk/check-a-passport-travel-europe. 

21. Conditions of Suppliers 

Some  of the services which make up your Expedition are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned. 

22. Prompt Assistance 

If, whilst you are on your Expedition, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence. 

23. Delays, Missed Transport Arrangements and other Travel Information 

If you or any member of your party misses your transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us or the transport supplier concerned immediately. 

We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 of these Booking Conditions (which includes the behaviour of any passenger(s) on any transportation who, for example, fails to board on time). 

Our website is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit any of the transport providers mentioned herein or any transport provider whose services are used in the course of your travel arrangements. 

24. Foreign, Commonwealth and Development Office Advice 

You are responsible for making yourself aware of Foreign, Commonwealth and Development Office (FCDO) advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the FCDO to avoid or leave a particular country may constitute Events Beyond Our Control. (See clause 10).