USD Brochure 2024 - Flipbook - Page 83
allowing you to modify your booking according to the prevailing policies and prices
or cancel your provisional booking. Please Note that the online booking system 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 opt to pay with a non-UK bank debit/credit card or a FOREX/
Pre-paid card, be aware that you will bear any surcharges/fees levied by your issuing
bank or building society and a 2% card fee. Transactions made with Business or
Corporate cards will incur a 4% surcharge.
6.4 RESPONSIBILITY FOR BOOKING DETAILS: You are responsible for verifying that
all details are accurate before 昀椀nalising your booking with a payment. Should any
changes be necessary post-con昀椀rmation, they will be subject to the cancellation or
change fees outlined in clauses 4 and 5 of these terms and conditions.
7. IF WE CHANGE YOUR HOLIDAY
7.1 GENERAL MODIFICATIONS: We reserve the right to make necessary alterations to
your holiday arrangements anytime. Suppose we cannot 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.
7.2 MINOR ADJUSTMENTS: Minor alterations to your holiday, such as adjustments
to travel times, excursions, departure and return points, transportation mode to
a signi昀椀cant joining point, short-term changes in accommodation standard, or
non-signi昀椀cant itinerary amendments, will not entitle you to any compensation.
7.2 (a) Dover, Calais, Medway, and Folkestone pickups are conditional upon ferry
services departing from the Dover Port and are not guaranteed. You may initially
choose these; however, if unavailable, you must modify your pickup location, with no
liabilities falling on Star Tours for any associated costs.
7.2 (b) If an external pickup service is utilised, transportation to the coach boarding
point may be facilitated through a variety of vehicles, including private cars or
minibuses. Return services might have a waiting period of 90 minutes for a
connecting coach.
7.2 (c) We reserve the right to alter external pickup timings at our discretion. You will
be noti昀椀ed within 24 hours of departure.
7.3 SIGNIFICANT ALTERATIONS: In the event of substantial changes to your holiday,
such as altering your UK airport (excluding transitions between recognised London
airports) or modifying your departure/return time by over 12 hours, we will notify you
promptly. Subsequently, you may either accept the modi昀椀ed holiday arrangement,
choose a different holiday option (with a refund for any price difference), or cancel
your booking.
7.4 CANCELLATION FOLLOWING MAJOR CHANGES: Suppose you cancel your booking
owing to a signi昀椀cant 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 tours’ cancellation results in additional costs for services booked
separately.
7.5 (b) Events unforeseen or beyond our control, encompassing natural disasters,
political unrest, or transportation disruptions, which could not be averted despite
exercising all necessary precautions.
7.6 EXCURSION CANCELLATIONS: In circumstances characterised by unusual or
unforeseeable conditions, including national or public holidays in the visited
country necessitating the cancellation/restriction of an excursion, we will provide
reimbursement options at our contracted rate only. These options may vary
depending on circumstances and will not extend to infants and children.
7.7 EVENTS AND FESTIVALS: Due to occurrences such as trade fairs, exhibitions, and
national holidays, there might be a necessity to alter the designated hotels and
locations. Despite our efforts to avoid these situations, any changes necessitated by
such events will not be valid grounds for grievances during or after the tour.
7.8 CHANGES DURING MAJOR EVENTS: we anticipate that there may be substantial
and sudden alterations to the itinerary without advance notice. Sightseeing experiences may be impacted; speci昀椀c landmarks might be inaccessible due to events,
necessitating replacements that may not be communicated in advance. The tour
routing during these times will comply with local restrictions. Please be advised that
delays encountered or missed sights due to traf昀椀c disruptions or road closures will
not be eligible for reimbursement during these events. You are encouraged to remain
昀氀exible 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: A minimum number of
passengers must be met for our tours to operate. We reserve the right to cancel the
tour if the minimum number is not reached. If this occurs, we will refund the total
amount paid for the tour. Please note that we are not liable for any other costs
incurred due to cancellation, including but not limited to visa service charges.
8.1 (a) CANCELLATION NOTICE: We will notify you of any cancellations at least 14 days
before the departure date via phone, email, or written correspondence. For tours
lasting less than two days, you will be noti昀椀ed at least three days before departure.
8.1 (b) REBOOKING AFTER CANCELLATION: If a cancellation occurs and you choose
to rebook on a different date, any fare differences for the new booking will be your
responsibility.
8.2 ALTERNATIVE ARRANGEMENTS: We hold the right to cancel your holiday for any
reason. If we are compelled to cancel your holiday before departure for any other
reason, we will strive to offer alternative arrangements of a similar standard and
price, if available.
9. SPECIAL NEEDS AND REQUESTS
9.1 ACCOMMODATING SPECIAL NEEDS: We endeavour to accommodate special needs
and requests, but we cannot guarantee that all our tours will suit individuals with
special needs, including wheelchair accessibility.
9.2 BOOKING REFUSAL: Star Tours maintains the right to decline a booking or service
based on the suitability of a tour for an individual passenger.
9.3 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.
9.7 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:
a) Failure to disclose relevant medical conditions or disabilities requiring special
assistance.
b) Inability to cope with the holiday demands.
c) Engaging in actions likely to cause distress, harm to others, or damage to
properties.
10.2 END OF RESPONSIBILITY UPON TERMINATION: Our responsibility ends when
we terminate the holiday under the conditions stated in clause 9.
10.3 CONSEQUENCES OF TERMINATION: Terminating your holiday under this clause
does not entitle you to a refund or compensation.
11. OUR OBLIGATIONS TO YOU
11.1 EXCURSION AVAILABILITY: Not all optional or additional excursions listed may
be available during your tour.
11.2 LIMITATIONS ON OUR LIABILITY: Our liability regarding any loss, damage, or
injury you might suffer due to the holiday is limited under speci昀椀c circumstances
and governed by applicable international conventions.
11.2 (a) UNFORESEEABLE CIRCUMSTANCES: We will not be liable for issues arising
from circumstances beyond our or our supplier’s control, which could not have been
foreseen or prevented with due care. Compensation will not be given for delays due
to unforeseen circumstances.
11.2 (b) CARRIER’S CONDITIONS: Your travel as part of the holiday may be subject to
the carrier’s conditions of carriage, which may limit their liability as per international
conventions.
11.2 (c) COACH BREAKDOWN: Regarding coach breakdowns, we limit our liability
to reimbursing the amount paid to the supplier for missed attractions as per our
contracted rates. While we will attempt to replace or repair the coach promptly,
delays might occur due to uncontrollable reasons. We reserve the right to use a
replacement coach to complete the journey, which may not offer the same amenities
as the original coach.
12. LIABILITY
12.1 Star Tours will not be held responsible, under any circumstances, for the following
situations involving the passenger or their co-traveller(s)
a) Any issues arising from the loss or destruction of passports/travel documents
before or during the tour, including any additional expenses incurred due to such
events.
b) Personal injury, delays, sickness, accidents, death, discomfort, increased expenses,
consequential loss and/or damage due to theft or injuries, regardless of how they
occurred.
c) Temporary or permanent loss/damage to baggage/personal effects, regardless of
the cause, including wilful negligence by any person.
d) Loss of baggage during air, cruise line, or ground transportation.
e) An airline or airport personnel preventing a tour participant from boarding the
aircraft for reasons beyond Star Tours’ control.
f) An airline failing to accommodate tour participants despite holding con昀椀rmed
tickets.
g) Damage or loss caused by events beyond Star Tours’ control (including force
majeure events and exceptional circumstances).
12.2 Star Tours’ liability arising from this contract regarding your holiday, tour, or
excursion will not exceed the total amount paid or agreed to be paid for the holiday.
It will not include any consequential loss or additional expenses in any case.
12.3 You are responsible for checking in for 昀氀ights and tours and presenting yourself
at pre-booked attractions at the speci昀椀ed times while on holiday. Star Tours will not
be liable for any missed 昀氀ights/tours due to late check-ins or late arrivals, and no
credit or refunds will be issued for failing to utilise any component of your tour.
12.4 The hotels utilised will not feature amenities such as air-conditioning, fans,
kettles and other services you may be accustomed to. While efforts are made to
contract hotels offering these amenities, there is no guarantee. In the event of
non-functioning or unavailable amenities, no compensation will be provided.
13. COMPLAINTS
13.1 Should you encounter any issues or have complaints during your holiday,
promptly notify the relevant supplier (e.g., hotel owner) and our tour representative
to facilitate immediate resolution. If unresolved, lodge a formal complaint within
28 days of your holiday’s conclusion.
13.2 No liability will be assumed for complaints involving the negligence of our
suppliers, subcontractors, or agents.
13.3 We aim to address complaints within 28 days; however, responses might be
delayed due to investigations and waiting for feedback from suppliers or third
parties. Disputes or claims arising from your contract or holiday must adhere to
the ABTA arbitration scheme or be taken to the courts of England and Wales,
which hold exclusive jurisdiction. For further details on the arbitration scheme,
visit the ABTA website at www.abta.com
13.4 Failing to adhere to this complaint procedure diminishes our ability to
investigate and address your concerns while on the tour, affecting your rights
under this contract.
14. PASSPORTS & VISAS
14.1 GENERAL PROVISIONS: (a) APPLICATION: The passengers are responsible for
allocating suf昀椀cient time for passport applications based on the guidelines provided
by relevant embassies. Star Tours may impose additional charges for visa services
beyond the standard fees during peak periods.
(b) TRAVEL DOCUMENTS: Passengers must ensure they secure all requisite travel
documents before the start of the tour. Those processing visas with Star Tours should
note that visa acquisition cannot be guaranteed, as the embassies hold the 昀椀nal
authority. If a passenger fails to secure necessary travel documents after con昀椀rming
the tour, the cancellation policy outlined in these terms and conditions will apply.
(c) VISA SERVICE PROVISION: The visa assistance service is available at an extra fee,
separate from the holiday package cost. Passengers must provide all documents;
incomplete submissions will not be accepted. Star Tours determines the visa
application submission date and is not liable for consulate decisions or any loss/
damage of documents during the process. Visa approvals are at the consulate’s
discretion. Ensuring the correct visa before travel is the passenger’s responsibility.
Failure to do so activates the cancellation policy noted in clause 5.1. Star Tours bears
no responsibility for loss or damage to documents and passports during embassy
procedures.
(d) In instances where Star Tours UK is managing your visa process and it is rejected,
refused, or delayed by the consulate, cancellation charges will apply based on when
the update is received before departure: an update received more than ten days
before departure will incur a 25% charge for coach tours and a 40% charge for 昀氀ight
& FIT tours; updates received within ten days of departure will incur a 35% charge for
coach tours and a 50% charge for 昀氀ight & FIT tours. All visa fees and service charges
are non-refundable.
14.2 DOCUMENTATION CHECK: (a) TRAVEL DOCUMENT VERIFICATION: Passengers
must scrutinise all travel documents issued in conjunction with the booking as soon
as they receive them. Inconsistencies should be reported within 24 hours of receipt to
avoid responsibility for associated amendment costs.
(b) ADDITIONAL DOCUMENTATION REQUESTS: If passengers are handling visa
procedures independently, they must inform Star Tours regarding any extra
documentation required, such as hotel con昀椀rmation on a letterhead. Allow a
preparation period of 14 working days for issuing such documents.
(c) ADDITIONAL PASSPORT INFORMATION (API): Certain airlines mandate API,
and failure to provide this might result in denied boarding with no compensation
or refund available from Star Tours.
15. HEALTH
15.1 TRAVEL INSURANCE: All passengers must have health and travel insurance from
local providers before embarking on the journey.
15.2 VACCINATIONS AND HEALTH: (a) Check your country’s Department of Travel &
Health website for destination-speci昀椀c vaccination requirements. Maintain records of
medical conditions and medications.
(b) Allergies and Dietary Restrictions: Individuals with severe allergies should
take necessary precautions before the trip, as we cannot guarantee allergen-free
environments. Star Tours cannot be held accountable for the actions of other
passengers that may trigger someone’s allergies.
16. DAMAGE OR LOSS OF PROPERTY
16.1 LIABILITY: You shall bear the costs for any damage or loss caused by you or
your party during the tour, failing which you will be liable for any resultant claims
or legal actions.
16.2 LOST PROPERTY: Star Tours is not responsible for recovering lost property due
to safety and legal considerations.
17. HOLIDAY INSURANCE
We insist that all travellers secure travel insurance when booking their 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 昀椀nancial protections and recourse
in cases of service non-provision due to insolvency are detailed in the ATOL certi昀椀cate
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 opt out of our
communications by writing to our speci昀椀ed address.
20. BROCHURE/WEBSITE ACCURACY
While the information provided by Star Tours Ltd was accurate as of October 2024,
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. Only adults can occupy the front
seats; children and infants are prohibited.
2. Paid front seats are subject to availability.
3. Star Tours maintains the right to change the seat assignment and refund the
seat booking amount, if necessary, due to various reasons recognised as valid
by Star Tours Ltd and its af昀椀liates.
4. Booking cancellations solely based on the unavailability of front seats are not
permitted; additionally, if a booking is cancelled, the front seat cost is subjected
to a 100% cancellation fee.
5. Alterations to the departure dates, initiated by either the customer or Star Tours,
do not guarantee front seat availability in the new booking. However, a refund will
be facilitated for the front seats if unavailable.
6. Front seats will not offer extra legroom or superior features compared to other
seats. Front seats will be allocated behind the driver or courier depending on the
coach layout of the tour guide microphone.
7. Once con昀椀rmed, front seat bookings cannot be cancelled and are subjected to a
100% cancellation charge; these bookings are also non-transferable.
8. While occupying a front seat, wearing your seat belt is compulsory.
9. Pregnant individuals or those with medical conditions or other circumstances
preventing them from assisting other passengers in emergencies are ineligible for
front-seat booking.
10. Star Tours reserves the right to offer any unsold front seats at no extra cost
according to its seating policy.
11. The front seat booking facility is available on selected tours and departure dates.
12. Front seats can only be purchased in pairs, excluding single travellers from
availing this service or for groups of more than two and families.
Terms & Conditions for Special Discounts
1. The special discount applies only to adults and children above two years, excluding infants.
2. The discount is applied solely to the tour cost, excluding optional add-ons, seat
supplements, 昀氀ights, pickups, visas, or other additional costs.
3. This offer is available to the 昀椀rst 500 passengers only.
4. A 10% discount or 7% discount is valid until November 30, 2024, & applies exclusively to bookings paid in full. This encompasses all European group tours (both
coach and 昀氀ight packages) and multi-day UK tours scheduled for 2025, barring
the departures in January 2025. The extension or alteration of this offer remains
at our discretion.
5. The 5% discount will end on January 31, 2025, affecting selected European group
tours and UK day tours planned for 2025. Should the offer be extended past this
date, it will not apply during the Easter, May Bank holiday, or Spring Bank Holiday
tours. The discount will also not be extended to 昀氀ight tours after that.
6. This discount cannot be used in conjunction with any other offers.
7. The discount will only be validated once the payment is received.
8. All discounts are subject to availability at the time of booking.
9. Star Tours retains the right to withdraw this offer at any point without prior
noti昀椀cation, in part or complete withdrawal.
10. Additional packages or passengers added to the original booking post the offer
expiration date will not be eligible for the discount.
11. Star Tours employees, partners, or af昀椀liates, and those of its subsidiaries, are not
eligible for this offer.
12. Star Tours holds the right to rectify any pricing errors.
13. Amendments to the original booking, including passenger cancellation, tour
downgrades, name changes, and date changes, will nullify the discount and incur
standard terms and conditions charges.
Terms & Conditions for Loyalty Stars
1. Loyalty Stars are earned based on tour, excluding extras, and are assigned after
booking veri昀椀cation; Loyalty Stars will not be granted in conjunction with other
offers or on bookings made through third parties, including online travel agents
and industry operators.
2. Loyalty Stars have no cash value and cannot be exchanged for cash or vouchers.
3. Loyalty Stars are valid for 24 months from the credited date, after which they will
expire automatically from the account.
4. Loyalty Stars are activated only upon the completion of the tour and are linked
exclusively to the email address used during booking; the same email must be
utilised for redeeming points. Loyalty Stars from multiple accounts for groups
cannot be combined for purchases.
5. Once redeemed, Loyalty Stars are non-refundable and non-transferable.
6. In the case of a refund for a tour, the loyalty stars awarded for that speci昀椀c tour
will be withdrawn from the account.
7. Loyalty Stars will not be retroactively applied or available for tours booked using
existing points, additional excursions, front seat bookings or partner tours and
excursions.
8. Members can resign from the loyalty scheme at any time through a formal
request sent by post or email to Star Tours Ltd.
9. Star Tours Ltd retains the right to amend membership details and the terms and
conditions of the loyalty scheme at any time without notice.
10. The Stars offered for each tour are solely determined by Star Tours. One star is
equivalent to 0.01p in discount.
11. Modi昀椀ed, cancelled or changed tours will not be eligible for loyalty stars rewards.
12. If the loyalty scheme is discontinued, the accumulated points will no longer hold
any value and cannot be used for any services within Star Tours Ltd.
13. Star Tours Ltd reserves the right to terminate any loyalty account without notice,
irrespective of the number of accrued points.
Call us 24 hours: 1 866 867 2620 | Book Online: www.star.tours
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