Top Guides Ltd – Booking Conditions
This document describes the Booking Conditions, valid for all tours and services, provided by Top Guides Ltd (also called We, Us, Our) – tour operator license РК-01-7974. By booking a trip or a service with Top Guides Ltd you are deemed to have agreed to the following Booking Conditions. These conditions constitutes the entire agreement between you and Us and your booking will be accepted by Us on this basis.
Please take time to carefully read and understand the Booking Conditions as well as the Detailed Description of the tour or service you intend to book, which states its itinerary, difficulty level, style and any additional requirements towards the participants in order to take part.
1. Booking with Us
Booking any of our tours and services is possible online, on our website https://bulguides.com. In order to make a booking, a certain program and price should have been agreed between you and our representative beforehand. In case you make a booking on behalf of other participants, we accept that you, as representative of the group, have agreed to the Booking Conditions on behalf of all participants. You are obliged to provide any special requirements like accommodation, food and transport requirements, as well as essential information about the participants, which may include, but is not limited to – medical conditions, physical and mental limitations, technical/sport abilities and so on, that may affect their participation in the trip, prior to the booking.
2. Deposit and Full Payments
For all bookings we require a certain deposit, which consists of 30 to 50% of the tour total cost. 20% of the received deposit are non refundable. We reserve the right to set the deposit amount according to the specific tour or service, the participants number, the season, etc.
In any case the full payment of the tour should be made up to 30 days prior to the trip date. In case the full payment is not received until the deadline, we reserve the right to treat the tour as cancelled from your side. If at the time of booking there is less than 30 days period until the desired tour date, than full payment is required in order to book the tour or the service.
3. Payment Methods
We use different payment methods like Bank Transfer, Transferwise, Revolut, Paysera and PayPal transfers, Credit and Debit card payments. All the expenses associated with sending the transfer to us are on the account of the sender and we do not include such expenses in our prices. In certain cases, like PayPal payments, we reserve the right to apply additional fee to the total balance of the trip in order to cover the transfer expense.
4. Booking Confirmation
Once we receive the deposit or the full payment for your booking, we will issue an invoice that serves as a confirmation on your booking from our side. Please refer to your invoice for details regarding your payment terms and dates. A Contract exists between Us and you from the date we issue your confirmation invoice for the deposit or for the full payment – in case the booking is made less than 30 days before the start date.
5. Your Details
In order for us to confirm your travel arrangements you must provide all requested details with the balance of the trip price. Necessary details vary by trip; they include but are not limited to: full name as per passport, date of birth, nationality, passport number, passport issue and expiry date and any pre-existing medical conditions you have which may affect your ability to complete your travel arrangements. On some more demanding trips we also require you to complete and forward a Self-Assessment form. Failure to provide requested details may result in additional charges or non-refundable cancellation of your trip.
6. Cancellation by the Traveller
If you cancel some or all portions of your booking cancellation fees will apply. A cancellation will only be effective when we receive written confirmation of the cancellation on our corporate email: [email protected] Cancellations, advised verbally to a company staff (i.e. drivers, tour guides, resort representatives) or in written to another email addresses will not be considered as valid. If you cancel a trip:
- 30 days or more prior to departure, we will retain 20% of the deposit;
- Between 30 and 15 days prior to departure, we will retain 50% of the total booking cost;
- Between 14 and 8 days prior to departure, we will retain 70% of the total booking cost;
- 7 days or less prior to departure, we will retain 100% paid by you in connection with the booking.
You are strongly advised to take out cancellation insurance at the time of booking which will cover cancellation fees. If you leave a trip for any reason after it has commenced we are not obliged to make any refunds for unused services. If you fail to join a tour, join it after departure, or leave it prior to its completion, no refund will be made. The above cancellation fees are in addition to fees which may be levied by accommodation providers, travel agents or third party tour and transport operator fees.
7. Cancellation by Us
We may cancel a trip at any time prior to departure if, due to terrorism, natural disasters, political instability or other external events it is not viable for us to operate the planned itinerary. If we cancel your trip, you can transfer amounts paid to an alternate departure date or receive a full refund. In circumstances where the cancellation is due to external events outside our reasonable control refunds will be less any unrecoverable costs. We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, travel insurance excess or non-refundable flights.
8. Booking Amendments
If you wish to transfer from one trip to another or transfer your booking to a third party you must notify us at least 40 days prior to the proposed departure date. A fee of EUR100 per person per change will apply (in addition to any charges levied by hotels, ground operators or airlines). If you notify us less than 40 days prior to the proposed departure date the refund policy applicable to cancellations will apply. Transfers to a third party are only permitted where the transferee meets all the requirements in relation to the trip, and transfers to another departure can only be made to a departure within the current validity period. Amendments to any other arrangements made in conjunction with your trip will incur an EUR 80 administration fee per booking per change. This fee is in addition to any charges levied by hotels, ground operators or airlines. No amendments are permitted to your booking within 10 days of departure.
9. Texts and Prices Accuracy
We endeavour to present the information in our websites and brochures as accurate as possible but some errors may occur during the time of publishing or meant amendments afterwards. We kindly ask you to make sure that the information and price at the time of booking is correct, as well as the information published later on in your invoice and voucher(s).
10. Passports and Visas
You must carry a valid passport and have obtained all of the appropriate visas, permits and certificates for the countries which you will visit during your trip with Us. Your passport must be valid for 6 months beyond the duration of the trip. It is your responsibility to ensure that you are in possession of the correct visas, permits and certificates for your trip. We are not responsible if you are refused entry to a country because you lack the correct passport, visa or other travel documentation.
11. Travel Insurance
Travel insurance is mandatory for all our travellers and should be taken out at the time of booking. Your travel insurance must provide cover against personal accident, death, medical expenses and emergency repatriation with a recommended minimum coverage of EUR 20,000 for each of the categories of cover. We also strongly recommend it covers cancellation, curtailment, personal liability and loss of luggage and personal effects. You must provide your travel insurance policy number and the insurance company’s 24 hour emergency contact number on the first day of your trip; you will not be able to join the trip without these details. If you have travel insurance connected to your credit card or bank account please ensure you have details of the participating insurer, the insurance policy number and emergency contact number with you rather than the bank’s name and credit card details.
You appreciate and acknowledge that the nature of this type of travel requires considerable flexibility and you should allow for alternatives. The itinerary provided for each trip is representative of the types of activities contemplated, but it is understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events.
13. Change of Itinerary
While we endeavour to operate all trips as described we reserve the right to change the trip itinerary. Please refer to our website before departure for the most recent updates to your itinerary. Before departure: If we make a major change we will inform you as soon as reasonably possible if there is time before departure. The definition of a major change is deemed to be a change affecting at least one day in five of the itinerary. When a major change is made you may choose between accepting the change, obtaining a refund of money paid on the land portion of the trip only or accepting an alternative tour offered. After departure: We reserve the right to change an itinerary after departure due to local circumstances or events outside of our control. In such emergency circumstances the additional cost of any necessary itinerary alterations will be covered by you. Please note we are not responsible for any incidental expenses that may be incurred as a result of the change of itinerary such as visas, vaccinations or non-refundable flights.
14. Authority on Tour
Our group trips are run by a group leader. The decision of the group leader is final on all matters likely to affect the safety or well-being of any traveller or staff member participating in the trip. If you fail to comply with a decision made by a group leader, or interfere with the well-being or mobility of the group, the group leader may direct you to leave the trip immediately, with no right of refund. We may also elect not to carry you on any future trips booked. You must at all times comply with the laws, customs, foreign exchange and drug regulations of all countries visited, and you also agree to travel in accordance with our responsible travel guidelines.
15. Acceptance of Risk
You acknowledge that the nature of the trip is adventurous and participation involves a degree of personal risk. You will be visiting places where the political, cultural and geographical attributes present dangers and physical challenges greater than those present in our daily lives. We use information from government foreign departments and reports from our own contacts in assessing whether the itinerary should operate. However it is also your own responsibility to acquaint yourself with all relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.
16. Limitation of Liability
We contract with a network of companies, agencies and individuals to assist in the running of our trips as agent for these third parties. We are not responsible for the acts and omissions of these third parties.
To the fullest extent permitted by law:
– any liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a trip, or any breach of the Booking Conditions, is excluded;
– you release us and our officers, employees, agents and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip; and
– any condition or warranty which would otherwise be implied by law into these Booking Conditions (Implied Warranty), is excluded.
To the extent an Implied Warranty cannot be excluded, our liability in respect of the Implied Warranty is limited to (in our absolute discretion): (i) the provision of a similar trip to an equivalent value; or (ii) a refund of the total amount received by us from you in connection with your booking. Any claim by you is excluded to the extent that it is for indirect or consequential loss, loss of profits or economic loss, however it arises, or for indirect, special, punitive or exemplary damages.
17. Optional Activities
Optional activities not included in the trip price do not form part of the trip or this contract. You accept that any assistance given by your group leader or local representative in arranging optional activities does not render us liable for them in any way. The contract for the provision of that activity will be between you and activity provider.
18. Claims & Complaints
If you have a complaint about your trip please inform your group leader or our local representative at the time in order that they can attempt to rectify the matter. If satisfaction is not reached through these means then any further complaint should be put in writing to us on our email [email protected] within 30 days of the end of the tour.
In the event that any term or condition contained in these Booking Conditions is unenforceable or void by operation of law or as being against public policy or for any other reason then such term or condition shall be deemed to be severed from this contract or amended accordingly only to such extent necessary to allow all remaining terms and conditions to survive and continue as binding.
20. Photos and Marketing
You consent to us using images of you taken during the trip for advertising and promotional purposes in any medium we choose. You grant us a perpetual, royalty-free, worldwide, irrevocable licence to use such images for publicity and promotional purposes.