USD Brochure 2025 - Flipbook - Page 75
5. IF YOU CANCEL YOUR HOLIDAY
5.1 NOTIFICATION OF CANCELLATION: Should you or a party member decide to cancel the holiday,
the primary contact must formally notify us or the travel agent where the booking was made, in writing.
5.2 CANCELLATION CHARGES: Upon your notification of cancellation, we will apply the cancellation
fees as stipulated in the table. These fees are determined based on the timing of your written
notification. This policy holds under various circumstances including but not limited to:
a) Non-compliance with the outlined payment schedule for the tour
b) Visa denials for any of the countries included in the tour itinerary
c) Inability to travel due to various reasons such as medical conditions, death, or jury service
(contact us for a comprehensive list).
Notice Given for Cancellation
More than 28 Days
Coach Tours
Other Tours
25% of total holiday cost
40% of total holiday cost
9.3 SPECIAL REQUESTS: (a) If you have special needs or requests, please inform us in writing.
It should be noted that making a request does not guarantee that it will be accommodated.
(b) Requests for services such as packed breakfast should be directed to the respective hotel, and the
client will bear any additional costs. Star Tours cannot guarantee or be held responsible for such services.
9.4 ASSISTANCE DURING THE TOUR: We cannot provide personalised assistance for walking, dining or
other personal needs.
9.5 ACCESSIBILITY CONCERNS: If step-free access is a critical requirement for your tour, we strongly
advise consulting with our sales team before booking to understand the suitability of various amenities.
9.6 GROUP TRAVEL REQUESTS: To travel with another party, ensure that you are in the same booking,
have identical pickup / drop-off points, and are scheduled for the same tour. We cannot guarantee that
such arrangements will always be possible due to uncontrollable circumstances. Adjustments cannot be
made to accommodate requests to travel together if not informed at time of booking.
9.7 LANGUAGE OF THE TOURS: Please note that all our tours are conducted in English.
10. RIGHT TO REFUSE SERVICE
10.1 GROUNDS FOR REFUSAL OR TERMINATION: We may refuse a booking or terminate your holiday
under the following circumstances without offering compensation or a refund:
6 Days or Less
100% of total holiday cost
100% of total holiday cost
a) Failure to disclose relevant medical conditions or disabilities requiring special assistance.
Please note that the percentages in the cancellation charge table represent a portion of the total holi- b) Inability to cope with the holiday demands.
day price, excluding any insurance premium or additional charges; these may still require full payment c) Engaging in actions likely to cause distress or harm to others or damage to properties.
10.2 END OF RESPONSIBILITY UPON TERMINATION: Our responsibility ends when we terminate the
(examples include but are not limited to visa charges, courier fees, and postal charges).
5.3 RE-BOOKING FOLLOWING A CANCELLATION: If you choose to cancel a holiday and then re-book, holiday under the conditions stated in clause 9.
10.3 CONSEQUENCES OF TERMINATION: Terminating your holiday under this clause does not entitle
the terms stipulated in the cancellation section of these booking conditions will be applied.
you to a refund or compensation.
6. BOOKINGS MADE ONLINE
11. OUR OBLIGATIONS TO YOU
6.1 PROVISIONAL BOOKINGS: Bookings initiated through our web portal are provisional until Star
Tours officially confirms them through issuing a final confirmation invoice. Please note that a payment 11.1 EXCURSION AVAILABILITY: Not all optional or additional excursions listed may be available
during your tour.
made at the booking time does not assure the booking confirmation.
11.2 LIMITATIONS ON OUR LIABILITY: Our liability regarding any loss, damage, or injury you
6.2 BOOKING REVIEW AND ACCURACY CHECK: Star Tours reserves the right to review all online
might suffer due to the holiday is limited under specific circumstances and governed by applicable
bookings for accuracy before confirming the requested services. If any part of your booking, including
but not limited to room preferences, seating arrangements, or pick up point selection, violates our terms international conventions.
and conditions or published information, we may decline the booking. In such cases, we will contact you 11.2 (a) UNFORESEEABLE CIRCUMSTANCES: We will not be liable for issues arising from circumstances
beyond our or our suppliers’ control, which could not have been foreseen or prevented with due care.
to address the discrepancies, allowing you to either modify your booking according to the prevailing
Compensation will not be given for delays to unforeseen circumstances.
policies and prices or cancel your provisional booking. Please Note that the online booking system
11.2 (b) CARRIER’S CONDITIONS: Your travel as part of the holiday may be subject to the carrier’s
may sometimes allow selections that are subject to our approval and are contrary to our policies.
6.3 PAYMENT DETAILS: All payments made via the online booking portal must be in UK Sterling. If you conditions of carriage, which may limit their liability as per international conventions.
opt to pay with a non-UK bank debit/credit card or a FOREX/Pre-paid card, be aware that you will bear 11.2 (c) COACH BREAKDOWN: Regarding coach breakdowns, we limit our liability to reimbursing the
amount paid to the supplier for missed attractions as per our contracted rates. While we will attempt
any surcharges/fees levied by your issuing bank or building society, in addition to a 2%. Transactions
to replace or repair the coach promptly, delays might occur due to uncontrollable reasons. We reserve
made with Business or Corporate cards will incur a 4% surcharge.
the right to use a replacement coach to complete the journey, which may not offer the same amenities
6.4 RESPONSIBILITY FOR BOOKING DETAILS: You are responsible for verifying that all details
as the original coach.
are accurate before finalising your booking with a payment. Should any changes be necessary
27 - 14 Days
50% of total holiday cost
75% of total holiday cost
13 - 7 Days
75% of total holiday cost
90% of total holiday cost
post-confirmation, they will be subject to the cancellation or change fees outlined in clauses 4 and 5
of these terms and conditions.
7. IF WE CHANGE YOUR HOLIDAY
7.1 GENERAL MODIFICATIONS: We reserve the right to make necessary alterations to your holiday
arrangements at any time. Suppose we are unable to provide the booked travel arrangements or a
similar alternative, in that case, you have the option to either receive a complete refund of all monies
paid or accept an offer of alternative travel arrangements of a comparable standard, if available. In line
with EU regulations, we are obliged to disclose the actual carrier orchestrating your flight/transfer.
7.2 MINOR ADJUSTMENTS: Minor alterations to your holiday, such as adjustments to travel times,
excursions, departure and return points, transportation mode to a significant joining point, short-term
changes in accommodation standard, or non-significant itinerary amendments, will not entitle you to
any compensation.
7.2 (a) Dover pickups are conditional upon ferry services departing from the Dover Port and are not
guaranteed. You may initially choose Dover; however, if unavailable, you will be required to modify
your pickup location, with no liabilities falling on Star Tours for any associated costs. This will only be
confirmed a few days prior to departure.
7.2 (b) Calais pickups are conditional upon ferry services arriving into the Port of Calais and are not
guaranteed. You may initially choose Calais; however, if unavailable, you will be required to modify
your pickup location, to Dunkirk, with no liabilities falling on Star Tours for any associated costs.
This will only be confirmed a few days prior to departure.
7.2 (c) If utilising an external pickup service, transportation to the coach boarding point may be
facilitated through a variety of vehicles including private cars or minibuses. Note that return services
might have a waiting period up to 90 minutes for a connecting coach.
7.2 (d) We reserve the right to alter external pickup timings at our discretion. This will be notified to
you within 24 hours of departure only.
7.3 SIGNIFICANT ALTERATIONS: In the event of substantial changes to your holiday, such as altering
your UK airport (excluding transitions between recognized London airports) or modifying your
departure/return time by over 12 hours, we will notify you promptly. Subsequently, you may either
accept the modified holiday arrangement, choose a different holiday option (with a refund for any
price difference), or cancel your booking.
7.4 CANCELLATION FOLLOWING MAJOR CHANGES: Suppose you choose to cancel your booking owing
to a significant change. In that case, we will refund all amounts paid towards services exclusively offered
by us, with no compensation covering other bookings or potential losses arising from the change.
7.5 LIMITATIONS ON COMPENSATION: We are not obliged to offer compensation for either minor
or substantial changes, including, but not limited to:
7.5 (a) The cancellation of tours resulting in additional costs for services booked separately.
7.5 (b) Events unforeseen or beyond our control, encompassing natural disasters, political unrest, or
transportation disruptions, which could not be averted despite exercising all necessary precautions.
7.6 EXCURSION CANCELLATIONS: In circumstances characterised by unusual or unforeseeable
conditions, including national or public holidays in the visited country necessitating the cancellation/
restriction of an excursion, we will provide reimbursement options at our contracted rate only. These
options may vary depending on individual circumstances and may not extend to infants and children.
7.7 EVENTS AND FESTIVALS: Due to occurrences such as trade fairs, exhibitions, and national holidays,
there might be a necessity to alter the designated hotels and locations. Despite our efforts to avoid
these situations, any changes necessitated by such events will not be valid grounds for grievances either
during or after the tour.
7.8 CHANGES DURING THE 2024 PARIS OLYMPICS: During the 2024 Paris Olympics, we anticipate that
there may be substantial and sudden alterations to the itinerary without advance notice. Sightseeing
experiences may be impacted; specific landmarks might be inaccessible due to events taking place,
necessitating replacements that may not be communicated in advance. The routing of tours within Paris
will comply with local restrictions in place at that time. Please be advised that delays encountered, or
sights missed owing to traffic disruptions or road closures will not be eligible for reimbursement during
the Olympics period in Paris. It is encouraged to remain flexible with the tour arrangements during this
globally recognised event to ensure a smooth and enjoyable experience.
8. OUR RIGHT TO CANCEL YOUR HOLIDAY
8.1 MINIMUM NUMBER OF PARTICIPANTS REQUIRED: For our tours to operate, a minimum number of
passengers must be met. If the minimum number is not reached, we reserve the right to cancel the tour.
If this occurs, we will refund the full amount paid for the tour provided by us. Please note that we are not
liable for any other costs incurred due to cancellation, including but not limited to visa service charges.
8.1 (a) CANCELLATION NOTICE: We will notify you of any cancellations at least 14 days before the
departure date via phone, email, or written correspondence. For tours lasting less than 2 days,
you will be notified at least 3 days before departure.
8.1 (b) REBOOKING AFTER CANCELLATION: If a cancellation occurs and you choose to rebook on a
different date, any fare differences for the new booking will be your responsibility.
8.2 ALTERNATIVE ARRANGEMENTS: We hold the right to cancel your holiday for any reason. If we
are compelled to cancel your holiday before departure for any other reason, we will strive to offer
alternative arrangements of a similar standard and price, if available.
9. SPECIAL NEEDS AND REQUESTS
9.1 ACCOMMODATING SPECIAL NEEDS: We endeavour to accommodate special needs and requests,
but we cannot guarantee that all our tours will be suitable for individuals with special needs, including
wheelchair accessibility.
9.2 BOOKING REFUSAL: Star Tours maintains the right to decline a booking or service based on the
suitability of a tour for an individual passenger.
15. HEALTH
15.1 TRAVEL INSURANCE: We strongly recommend that all passengers have health and travel
insurance from local providers before embarking on the journey.
15.2 VACCINATIONS AND HEALTH: (a) Check your countries Department of Travel & Health website for
destination-specific vaccination requirements. Maintain records of medical conditions and medications.
Adhere to COVID-19 vaccination/testing guidelines.
(b) Allergies and Dietary Restrictions: Individuals with severe allergies should take necessary
precautions before the trip, as we cannot guarantee allergen-free environments. Star Tours cannot
be held accountable for actions of other passengers that may trigger someone’s allergies.
16. DAMAGE OR LOSS OF PROPERTY
16.1 LIABILITY: You shall bear the costs for any damage or loss caused by you or your party during the
tour, failing which you will be liable for any resultant claims or legal actions.
16.2 LOST PROPERTY: Star Tours is not responsible for recovering lost property due to safety and legal
considerations.
17. HOLIDAY INSURANCE
We insist that all travellers secure travel insurance before the journey, preferably at the time of booking
your holiday, to initiate immediate coverage.
18. FINANCIAL PROTECTION & LICENSING
Being an ABTA (W8770) member and holding an ATOL License (5639) issued by the Civil Aviation
Authority, we adhere to ABTA’s Code of Conduct, ensuring a high standard of service. More information
about your financial protections and recourse in cases of service non-provision due to insolvency are
detailed in the ATOL certificate and can be referred to on www.abta.com
19. DATA PROTECTION STATEMENT
We abide by the UK GDPR and national data protection laws, only processing your data with your explicit
consent or as legally required or permitted. We prioritise protecting your data from unauthorised third
parties, and you can choose to opt-out of our communications by writing to our specified address.
20. BROCHURE / WEBSITE ACCURACY
While the information provided by Star Tours Ltd was accurate as of October 2023, we cannot be held
accountable for unforeseen changes or force majeure events affecting the availability of services,
amenities, and access to various sites. It advised to verify the status with us before making any plans.
TERMS AND CONDITIONS FOR FRONT SEATS
1. Front seat booking is available at a charge of £15 per day, applicable for the entire tour duration,
without the possibility of splitting or exchanging the service with other passengers. Only adults can
occupy the front seats; children and infants are not allowed.
2. Paid front seats are subject to availability.
3. Star Tours maintains the right to change the seat assignment and refund the seat booking amount,
if necessary, due to various reasons recognised as valid by Star Tours Ltd and its affiliates.
4. Booking cancellations solely based on the unavailability of front seats are not permitted; additionally,
if a booking is cancelled, the front seat cost is subjected to a 100% cancellation fee.
12. LIABILITY
5. Alterations to the departure dates, initiated by either the customer or Star Tours, do not guarantee front
12.1 Star Tours will not be held responsible, under any circumstances, for the following situations
seat availability in the new booking, though a refund will be facilitated for the front seats if unavailable.
involving the passenger or their co-traveller(s)
6. Front seats may not offer extra leg room or superior features compared to other seats. Front seats will
a) Any issues arising from the loss or destruction of passports/travel documents before or during the
be allocated behind the driver or courier depending on coach layout of tour guide microphone.
tour, including any additional expenses incurred due to such events.
b) Personal injury, delays, sickness, accidents, death, discomfort, increased expenses, consequential loss 7. Once confirmed, front seat bookings cannot be cancelled and are subjected to a 100% cancellation
charge; these bookings are also non-transferable.
and/or damage due to theft or injuries, regardless of how they occurred.
c) Temporary or permanent loss/damage to baggage/personal effects, regardless of the cause, including 8. While occupying a front seat, wearing your seat belt is always compulsory.
9. Pregnant individuals, with medical conditions, or other circumstances preventing them from assisting
wilful negligence by any person.
other passengers in emergencies, are ineligible for front seat booking.
d) Loss of baggage during air, cruise line, or ground transportation.
10. Star Tours reserves the right to offer any unsold front seats according to its seating policy at no extra cost.
e) An airline or airport personal preventing a tour participant from boarding the aircraft for reasons
11. The front seat booking facility is exclusively available for EU group tours.
beyond Star Tours’ control.
12. Front seats can only be purchased in pairs, thereby excluding single travellers from availing this service,
f) An airline failing to accommodate tour participants despite holding confirmed tickets.
or for groups of more than two and families.
g) Damage or loss caused due to events beyond Star Tours’ control (including force majeure events and
exceptional circumstances).
TERMS FOR AVAILING SPECIAL DISCOUNTS OF 5%, 7% & 10%
12.2 Star Tours’ liability arising from this contract regarding your holiday, tour, or excursion, will
1. The special offer discount applies only to adults and children aged above 2 years, excluding infants.
not exceed the total amount paid or agreed to be paid for the holiday, and will not include any
2. The discount is applied solely to the tour cost, excluding optional add-ons, seat supplements, flights,
consequential loss or additional expenses in any case.
pickups, visas, or other additional costs.
12.3 You are responsible for checking in for flights and coaches and presenting yourself at pre-booked 3. This offer is available to the initial 500 passengers to book their tour.
attractions at the specified times while on holiday. Star Tours will not be liable for any missed flights
4. 10% discount or 7% discount is valid until November 30, 2023, & applies exclusively to bookings
due to late check-ins or late arrivals, and no credit or refunds will be issued for failing to utilise any
paid in full. This encompasses all European group tours (both coach and flight packages) as well as
component of your tour.
multi-day UK tours scheduled for 2024, barring the departures in January 2024. Post-November 30,
12.4 The hotels utilised may not feature amenities such as air-conditioning, fans, kettles and other services
the extension or alteration of this offer remains at our discretion.
you may be accustomed to. While efforts are made to contract hotels offering these amenities, there is no 5. Bookings not paid in full within 24 hours of initiation will automatically receive a 5% discount, if applicable.
guarantee. In the event of non-functioning or unavailable amenities, no compensation will be provided.
6. The 5% discount will cease after January 31, 2024, affecting selected European group tours and UK day
tours planned for 2024. Should the offer be extended past this date, it will not apply during the Easter, May
13. COMPLAINTS
Bank holiday, or Spring Bank Holiday tours. The discount will also not be extended to flight tours thereafter.
13.1 Should you encounter any issues or have complaints during your holiday, promptly notify the
7.
This
discount cannot be used in conjunction with other offers, early bird specials, or any future discounts
relevant supplier (e.g., hotel owner) and our tour representative to facilitate immediate resolution.
introduced by Star Tours Ltd.
If unresolved, lodge a formal complaint within 28 days of your holiday’s conclusion.
8. The discount will only be validated once the minimum payment is received, being applied to the final
13.2 For complaints involving the negligence of our suppliers, subcontractors, or agents, and not
outstanding balance.
Star Tours or its employees, no liability will be assumed if the issue is not reported immediately during
9. Any amendments to a booking post the discount period will result in the forfeiture of the discount.
the tour, following the above procedure.
10. All discounts are subject to availability at the time of booking.
13.3 We aim to address complaints within 28 days; however, responses might be delayed due to
11. Star Tours retains the right to withdraw this offer at any point without prior notification.
investigations and waiting for feedback from suppliers or third parties. Disputes or claims arising
12. Should additionally packages or passengers be incorporated into the original booking post the offer
from your contract or holiday must adhere to the ABTA arbitration scheme or be taken to the courts
expiration date, the discount will not apply.
of England and Wales, which hold exclusive jurisdiction. For further details on the arbitration scheme,
13. Star Tours employees, partners, or affiliates, and those of its subsidiaries, are not eligible for this offer.
visit the ABTA website at www.abta.com
14. Star Tours holds the right to rectify any pricing errors.
13.4 Failing to adhere to this complaint procedure diminishes our ability to investigate and address
15. Amendments to the original booking, including passenger cancellation, tour downgrades, name
your concerns while on the tour, thereby affecting your rights under this contract.
changes, and date changes will nullify the discount and incur standard terms and conditions charges.
14. PASSPORTS & VISAS
LOYALTY STARS
14.1 GENERAL PROVISIONS: (a) APPLICATION: The passengers are responsible for allocating sufficient
time for passport applications based on the guidelines provided by relevant embassies. Star Tours may 1. Loyalty Stars are earned based on the total tour cost, excluding extras, and are assigned after booking
verification;
Loyalty
Stars
will
not
be
granted
in conjunction with other offers or on bookings made
impose additional charges for visa services beyond the standard fees during peak periods.
through third parties, including online travel agents and industry operators.
(b) TRAVEL DOCUMENTS: Passengers must ensure they secure all requisite travel documents before the start
2.
Loyalty
Stars
have
no
cash
value
and
cannot
be
exchanged for cash or vouchers.
of the tour. Those processing visas with Star Tours should note that visa acquisition cannot be guaranteed,
3. Loyalty Stars are valid for a period of 24 months from the date they are credited, after which they will
as the embassies hold the final authority. If a passenger fails to secure necessary travel documents after
be removed from the account.
confirming the tour, the cancellation policy outlined in these terms and conditions will apply.
4. Loyalty Stars are activated only upon the completion of the tour and are linked exclusively to the email
(c) VISA SERVICE PROVISION: The visa assistance service is available at an extra fee, separate from
address used during booking; the same email must be utilised for redeeming points. Loyalty Stars from
the holiday package cost. Passengers must provide all documents in one go; incomplete submissions
multiple accounts for groups cannot be combined for purchases.
will not be accepted. Star Tours determines the visa application submission date and is not liable for
5. Once redeemed, Loyalty Stars are non-refundable and non-transferable.
consulate decisions or any loss/damage of documents during the process. Visa approvals are at the
consulate’s discretion. Ensuring the correct visa before travel is the passenger’s responsibility. Failure to 6. In the case of a refund for a tour, the loyalty stars awarded for that specific tour will be withdrawn from
the account.
do so activates the cancellation policy noted in clause 5.1. Star Tours bears no responsibility for loss or
7. Loyalty Stars will not be retroactively applied or available for tours booked using existing points,
damage to documents and passports during embassy procedures.
additional excursions, front seat bookings, or partner tours and excursions.
(d) In instances where Star Tours UK is managing your visa process and it is rejected, refused, or
delayed by the consulate, cancellation charges will apply based on when the update is received prior to 8. Members can resign from the loyalty scheme at any time through a formal request sent by post or
email to Star Tours Ltd.
departure: an update received more than 10 days before departure will incur a 25% charge for coach
tours and a 40% charge for flight & FIT tours; updates received within 10 days of departure will incur 9. Star Tours Ltd retains the right to amend membership details and the terms and conditions of the
loyalty scheme at any time without notice.
a 35% charge for coach tours and a 50% charge for flight & FIT tours. All visa fees and service charges
10. All disputes arising from the loyalty scheme will be governed by the laws of England and subject to the
are non-refundable.
exclusive jurisdiction of the English Courts.
14.2 TRAVEL DISRUPTIONS: (a) LOSS OR DAMAGE: Star Tours bears no responsibility for loss or
11. The daily stars reward rate is 100 for all European mainland tours and 200 for all UK domestic tours.
damage to documents and passports during embassy procedures.
This can be changed without prior notice.
(b) CUSTOMS AND IMMIGRATION: In case a passenger is detained or held back by governmental
agencies, check in staff or immigration officers in the destination country, or prior to boarding Star Tours 12. Modified, cancelled or changed tours will not be eligible for loyalty stars rewards.
13.
If
the loyalty scheme is discontinued, the accumulated points will no longer hold any value and cannot
will not bear any liability. Affected passengers must arrange their onward journey independently.
be used for any services within Star Tours Ltd.
14.3 DOCUMENTATION CHECK: (a) TRAVEL DOCUMENT VERIFICATION: Passengers must scrutinise all
14.
Star
Tours Ltd reserves the right to terminate any loyalty account without notice, irrespective of the
travel documents issued in conjunction with the booking as soon as they receive them. Inconsistencies
number of accrued points.
should be reported within 24 hours of receipt to avoid responsibility for associated amendment costs.
(b) ADDITIONAL DOCUMENTATION REQUESTS: If passengers are handling visa procedures
independently, they must inform Star Tours in advance regarding any extra documentation required,
such as hotel confirmation on a letterhead. Allow a preparation period of 7 to 10 working days for
issuing such documents.
(c) ADDITIONAL PASSPORT INFORMATION (API): Certain airlines mandate API, and failure to provide
this might result in denied boarding with no compensation or refund available from Star Tours.
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