Booking Terms & Conditions

The Natural Adventure Company is a duly licensed and registered Tour Operator and Tour Agent, European Union license No. PK-01-7935, bonded by mandatory Public/Product Liability Insurance (also known as Tour Operator insurance), policy No. 13160190900000001 issued by Allianz Insurance with a coverage limit of EUR 450,000.00 per event. We are fully compliant with the EU Package Travel Directive (2015/2302/EU). In accordance with these regulations, all clients booking with The Natural Adventure Company are fully protected for the initial deposit and subsequent prepayments, including repatriation if required arising from cancellation or curtailment of your holiday due to the insolvency of The Natural Adventure Company. By booking or participating in a tour and any related products or services (a “Tour”) with The Natural Adventure Company (“thenaturaladventure.com” or the “Tour Agent” or  “Tour Operator” or “us”), you agree to these Terms & Conditions (the “Terms”). By booking a Tour you acknowledge that you have read, understand and agree to be bound by these Terms. If you make a booking on behalf of other participants, you guarantee that you have the authority to accept and do accept these Terms on behalf of the other participants in your party.

1. BOOKING CONTRACT

Upon registration, the lead traveller will make the Tour Operator a binding offer to conclude a travel contract. The registration may by means of submitting an online booking form ("quotation" or "provisional"), by e-mail or in any written manner and will be binding for the traveller and all other travellers stated thereupon. The underlying terms and conditions of travel will be acknowledged as binding for the lead traveller and all other travellers, subject to confirmation by the Tour Operator.

Your booking is confirmed and the contract ("package travel contract") is concluded when the Tour Operator or your travel agent issues a written booking confirmation and receipt of the applicable deposit amount. Please check your confirmation carefully and report any incorrect or incomplete information to the Tour Operator or authorized agent immediately. Please ensure that names are exactly as stated in the relevant passport. You must be at least 18 years of age to make a booking. You agree to provide full, complete and accurate information to the Tour Operator. Once your holiday has been confirmed we will accept responsibility for it in accordance with these conditions as an “Organiser” under the EU Package Travel Directive (2015/2302/EU). Please note that for any bookings which fall outside of the scope of these regulations, we act as agent for the relevant service providers, and your contract for those services is directly with the supplier.

2. DEPOSITS

In order to initiate the reservation process, a deposit (20% for most trips) is due to the Tour Operator either on submission of the provisional booking form by the Customer or upon booking quotation by the Tour Operator for tailor-made (custom) bookings. If the booking is made 42 days or less prior to departure, a deposit equal to the total booking value is mandatory at the time of booking in order to initiate the reservation process. For certain products or services (e.g. Bike & Boat, Summit Treks), the Tour Operator may require you to provide a higher deposit. In case a deposit has been paid, and the Tour Operator is not able to confirm the booking within 5 working days after deposit payment, and if the customer requests so in writing after the 5 working days have passed, the booking request will be cancelled, and the deposit will be fully refunded within 7 working days. Once the booking has been confirmed by the Tour Operator, the deposit becomes non-refundable.

3. FINAL PAYMENTS

The booking confirmation sent by the Tour Operator or your travel agent will contain details of the final payment required for any booking. Payment of the balance of the price for any products or services booked is due 42 days before the departure date of the first product or service included in the applicable booking. For certain products or services (e.g. Summit Treks), the Tour Operator may require you to pay the balance earlier. For our tours in Australia & New Zealand, payment of the balance of the price for any products or services booked is due 61 days before the departure date of the first product or service included in the applicable booking. If full payment is not received by the applicable due date, the Tour Operator may, at its sole discretion, change the rate payable for the booking, or treat the booking as cancelled and retain the moneys paid on booking as a cancellation fee. If for any product or service booked, payment terms differ from those outlined in this section, the applicable terms will be communicated to you prior to booking and will also be detailed on the applicable invoice. The Tour Operator is not responsible for any charges levied by third parties or financial institutions and payable by you as a result of credit card or other payment transactions and will not refund or return any fees charged by third parties or financial institutions in connection with payments made by you to the Tour Operator.

4. CANCELLATION BY THE PARTICIPANT

You may cancel your booking by notifying the Tour Operator. Cancellation fees, if any, will be determined with reference to the date on which notice of cancellation is received by the Tour Operator and are expressed as a percentage of the total price paid for the cancelled Tour, product or service (excluding any insurance products and booking amendment fees).

Cancellation of a Tour (including the Tour itself, Arrival Transfers, Pre and Post Night Accommodations, Single Room and Solo Traveller Supplements and optional activities booked directly with the Tour Operator):

• (a) Cancellation received 42 days or more before departure of first product or service in relevant booking: a cancellation fee will be charged equal to the higher of (a) 20% of the holiday cost or (b) the deposit amount.
• (b) Cancellation received 42-30 days before departure of first product or service in relevant booking: a cancellation fee equal to 50% of the holiday cost will be charged.
• (c) Cancellation 29-15 days before departure of first product or service in relevant booking: a cancellation fee equal to 75% of the holiday cost will be charged.
• (d) Cancellation 14 days or less before departure of first product or service in relevant booking: a cancellation fee equal to 100% of the holiday cost will be charged.

Cancellation of a Tour for Australia or New Zealand:

• (e) Cancellation received 61 days or more before departure of first product or service in relevant booking: a cancellation fee will be charged equal to the deposit amount.
• (f) Cancellation received 60-31 days before departure of first product or service in relevant booking: a cancellation fee equal to 50% of the holiday cost will be charged.
• (g) Cancellation 30 days or less before departure of first product or service in relevant booking: a cancellation fee equal to 100% of the holiday cost will be charged; 20% of the tour price may be placed on account to be used for travel prior to December 31 of the following year on Australian departures only.

Note: Some specific 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. Insurance premiums, some discounts (e.g. early balance payment discounts) and booking amendment charges are not refundable in any circumstances. For certain products or services, alternative cancellation terms may apply. The Tour Operator will advise you of any such requirements prior to confirmation of the applicable booking.

5. BOOKING CHANGES BY THE PARTICIPANT

Should you wish to make any changes or amendments to your confirmed holiday, the party leader must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee of £50 per person per change will be payable together with any costs or service charges incurred by us and/or incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made. 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 will payable in this case as per Clause 4 from our T&Cs. 

Change of date: Where possible, and entirely at the discretion of the Tour Operator, a change of the holiday date may be possible without charging an amendment fee, provided that it is requested at least 30 days before the departure date. In some cases, we will still have to pass to you any non-refundable charges imposed by our suppliers. In all other cases, change of holiday dates will normally be treated as a cancellation of the original booking in which case cancellation charges as detailed above will apply.

Changes may result in the recalculation of the holiday price where, for example, the basis on which the price of the original holiday was calculated has changed. Note that certain travel arrangements (e.g. hotel or transportation reservations) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. 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.

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

• a) that person is introduced by you and satisfies all the conditions applicable to the arrangement;
• b) we are notified not less than 7 days before departure;
• c) you pay any outstanding balance payment, an amendment fee of £50 per person per change, as well as any additional fees, charges or other costs arising from the transfer; and
• d) 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 fees are charged in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services. Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

6. CANCELLATION BY THE TOUR OPERATOR

A binding contract will come into existence between you and us as soon as we have issued you with the booking confirmation (invoice) that will confirm the details of your booking and will be sent to you or your travel agent. Upon receipt, if you believe that any details on the booking confirmation or any other document are wrong you must advise us immediately as changes can not be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out.

The Tour Operator guarantees that all Tour departures booked and secured with a valid deposit will depart as indicated on the applicable confirmation, subject to reasonably itinerary changes as described in these Terms or good faith health and safety concerns. This guarantee is not applicable in the case of Force Majeure. Up to date Tour and itinerary information is available on the Tour Operator’s website or by contacting the Tour Operator. Brochures and other printed materials displaying Tour information and departure dates are subject to change may not be relied upon for purposes of this guarantee.

If a Tour is cancelled by the Tour Operator before the date of departure for reasons other than Force Majeure and the cancellation is not caused by your fault or negligence, you will have the choice of accepting from the Tour Operator:

• (a) a full refund of all moneys paid for the cancelled Tour less any non-refundable charges; or
• (b) a substitute Tour of equivalent or superior value; or
• (c) a substitute Tour of lesser value if no Tour of equivalent or superior value is reasonably available and to recover from the Tour Operator the difference in price between the price of the Tour originally purchased and the substitute Tour; or
• (d) travel credit against a future booking equal to 100% of all monies paid for the cancelled Tour less any non-refundable charges

The Tour Operator is not responsible for any incidental expenses or consequential losses that you incur as a result of the cancelled booking including visas, vaccinations, non-refundable flights or rail, non-refundable car parking or other fees, mandatory quarantine or self-isolation, loss of earnings, or loss of enjoyment; the Tour Operator reserves the right to issue a full refund in lieu of the choices above, in its sole discretion. Where a significant element of a Tour as described cannot be provided after departure, the Tour Operator will make suitable alternative arrangements where possible. If it is not possible to provide a suitable alternative or if you reasonably reject any suitable alternatives, the Tour Operator may provide you with a refund for unused products or services as determined in its discretion.

7. BOOKING CHANGES BY THE TOUR OPERATOR

The Tour Operator may modify your itinerary where reasonably required in its sole discretion. If the Tour Operator makes a change affecting at least one in three full days of the itinerary or which materially affects the character of a product or service in its entirety (a “Material Change”), the Tour Operator will provide notice to you as soon as reasonably possible, provided that there is sufficient time to do so before departure. If a Material Change is made more than 14 days before departure, you may choose to:

• i) accept the Material Change and proceed with the amended product or service;
• ii) book another product or service of equal or greater value, if available (you will be responsible for paying any difference in price); or
• iii) book another product or service of lesser value, if available (with a refund payable to you for the difference in price); or
• iv) cancel the amended product or service and receive a full refund or travel credit for the land-only portion of the applicable product or service (a refund is not available for other products or services booked which are not subject to a Material Change).

You must notify the Tour Operator of your choice within 7 days of receiving notice or you will be deemed to accept the amended itinerary. Once a Tour has departed, itinerary changes may be necessary as a result of unforeseen circumstances, operational concerns, or concerns for your health, safety, enjoyment or comfort. Any changes are at the discretion of the Tour Operator. You acknowledge that you must have reasonable financial resources to cover incidental expenses during all travel with the Tour Operator, whether or not such expenses arise from a change of itinerary, and the Tour Operator is not liable for your failure to prepare adequately for travel and unforeseen circumstances which may arise during travel. The Tour Operator will not be liable for any indirect and or consequential losses associated with any changes to a booking or itinerary.

8. DETAILS REQUIRED FOR BOOKING

As a condition of booking, you must provide the information requested by the Tour Operator along with final payment. If you fail to provide all required information prior to the date on which full payment is due, an administrative fee will be charged for any costs incurred by the Tour Operator as a result of your failure to provide the required information. If you fail to supply information required by the Tour Operator for air tickets, permits, or other inclusions, you will also be liable for any costs, fees or losses including failure to obtain or provide that inclusion. In the event that you fail to supply information required by the Tour Operator, the Tour Operator also reserves the right to treat your booking (or the relevant component of your booking) as cancelled and levy any cancellation fees deemed reasonable by the Tour Operator, in its sole discretion. The information required by the Tour Operator will vary by Tour and will be communicated to you or to the Tour Operator’s authorized agent during the booking process. The Tour Operator will not be held responsible for any fees you incur as a result of errors, omissions, inaccuracies, late, misplaced or otherwise incomplete information you have provided.

9. BOOKING ON BEHALF OF OTHERS

By booking on behalf of other participants, you are deemed to be the designated contact person(“lead booker”)  for every participant included on that booking. This means that you are responsible for making all payments due with regard to your Tour booking, notifying the Tour Operator or your travel agent if any changes or cancellations are required and keeping your party informed. By booking on behalf of another person or persons, you represent and warrant that you have obtained all required consents. You are responsible for verifying that any information you provide on behalf of another participant is complete and accurate and the Tour Operator will under no circumstances be liable for any errors or omissions in the information provided to complete a booking.

10. REQUIRED MEDICAL INFORMATION

You must provide any medical information reasonably requested by the Tour Operator and may be required to complete the Tour Operator’s medical information form (the “Medical Form”), available on the Tour Operator’s website. If you have any pre-existing medical conditions which may impact their ability to travel, participate in a Tour, travel to remote areas without access to medical facilities or may adversely affect the experience of others on your Tour, you must return a Medical Form, signed by a licensed and practising physician to the Tour Operator prior to or at the time of final payment for the applicable booking. You agree to complete the Medical Form honestly and to disclose all relevant medical information accurately and fully. The Tour Operator will maintain the information in accordance with the Tour Operator’s Privacy Policy.

The Tour Operator reserves the right to request further information or professional medical opinions where necessary, as determined in its discretion, for your safety or the safe operation of a Tour. The Tour Operator reserves the right to deny you permission to travel or participate in any aspect of a Tour at any time and at your own risk and expense where the Tour Operator determines that your physical or mental condition renders you unfit for travel or you represent a danger to yourself or others.

Pregnancy is considered a medical condition and must be disclosed to the Tour Operator at the time of booking. The Tour Operator may refuse to carry pregnant women over 24 weeks. The Tour Operator may refuse to carry anyone with certain medical conditions if reasonable accommodation or alternatives cannot be arranged.

In the event that you do not complete the required Medical Form or provide medical information reasonably required by the Tour Operator for any reason by the deadline indicated above, the Tour Operator reserves the right to cancel your booking and all applicable cancellation fees will apply.

You are responsible for assessing whether a Tour is suitable for you. You should consult your physician to confirm your fitness for travel and participation in any planned activities. You should seek your physician’s advice on vaccinations and medical precautions. The Tour Operator does not provide medical advice. It is your responsibility to assess the risks and requirements of each aspect of the Tour based on your own unique circumstances, limitations, fitness level and medical requirements.

Travel with the Tour Operator may involve visiting remote or developing regions, where medical care may not be easily accessible and medical facilities may not meet the standards of those found in your home country. The condition of medical facilities in the countries you may visit on your Tour varies and the Tour Operator makes no representations and gives no warranties in relation to the availability or standard of medical facilities in those regions.

11. SPECIAL REQUIREMENTS

Any special requirements must be disclosed to the Tour Operator at the time of booking. The Tour Operator will use reasonable efforts to accommodate special requirements or requests but this is not always possible given the nature of the destinations visited and availability of options outside a planned itinerary. Certain activities may be inaccessible to you if your mobility is limited in any way. All food allergies and dietary restrictions must be disclosed to the Tour Operator at the time of booking but the Tour Operator cannot guarantee that dietary needs or restrictions can be accommodated. Any special requests or requirements do not form part of these Terms or the contract between you and the Tour Operator and the Tour Operator is not liable for any failure to accommodate or fulfil such requests.

12. AGE REQUIREMENTS

Anyone under the age of 18 on the date of first travel is considered to be a minor. Minors must always be accompanied by an adult. One adult may accompany up to two minors. All bookings with a minor are subject to review and approval by the Tour Operator. If the consent of a parent, guardian or any other person is required by applicable law for any minor to travel, the accompanying adult is responsible for securing all consents, documentation and ensuring that they and the minor(s) meet all legal requirements to travel, to enter into and depart from applicable countries and regions. The Tour Operator will not be responsible for any fees, damages, or losses incurred as a result of any failure to secure necessary consents, permits, and approvals. Each adult on a booking with a minor or minor(s) is jointly and severally responsible for the behaviour, wellbeing, supervision and monitoring of such minor(s), and jointly and severally accepts these Terms for and on behalf of any minor(s) on their booking, including all assumptions of risk and limitations of liability. The Tour Operator does not provide care services for minors and expressly disclaims any responsibility for chaperoning or controlling any minor(s).

13. INSURANCE

It is mandatory that you have travel insurance covering all applicable dates of travel with the Tour Operator. This insurance must cover personal injury and emergency medical expenses. Your insurance policy must also include provisions relating to Covid-19, including cover if you have been diagnosed with COVID-19 during your holiday or have otherwise been in contact with someone who has been diagnosed and you are now required to self-isolate. Your insurance policy must cover you for repatriation where necessary, emergency medical expenses abroad and additional costs of accommodation and/or transport if you need to self-isolate during your trip. You are also recommended to extend your coverage to include cancellation, curtailment, and all other expenses that may arise as a result of loss, damage, injury, delay or inconvenience while travelling. It is also recommended that you have a Cancel for Any Reason (CFAR) clause. You acknowledge that insurance coverage is not included in the cost of any Tour offered by the Tour Operator and you will obtain separate coverage at an additional cost. It is your responsibility to ensure that you have sufficient coverage and comply with the terms of the applicable insurance plans. You are responsible for advising your insurer of the type of travel, destination(s) and activities included in your booking so that the insurer may provide appropriate coverage. We do not check insurance policies for suitability but reserve the right to request a copy. You are responsible for indemnifying us in full in the event that we incur any losses or expenses arising out of your failure to take out adequate insurance cover. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

14. PRICES, SURCHARGES AND TAXES

The published price of the Tour and any products or services offered by the Tour Operator is subject to change at any time. After a confirmation invoice has been issued by the Tour Operator, the Tour Operator reserves the right to impose surcharges on any products or services booked for reasons arising from increases in transportation costs, fuel costs, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airport charges, local operator costs, currency and exchange fluctuations, increases in taxes, or government action which impacts the price of the applicable products or services provided by more than 2%. Upon learning of the necessity to impose a surcharge in accordance with this section the Tour Operator will provide notice to you as soon as reasonably possible.

Where the increase in price is greater than 8% of the original price of the applicable products or services (excluding add-ons, insurance and taxes), you may choose to either:

• (a) cancel the applicable booking without incurring any penalty; or
• (b) accept the change in price.

You must notify the Tour Operator of your choice within 14 days of receipt of notice of the increase or you will be deemed to have accepted the price change and will be liable for payment of the increase. From time-to-time, the Tour Operator may offer reduced pricing on certain products or services. The reduced pricing applies only to new bookings. Bookings, where payment of at least a deposit has been received by the Tour Operator, are not entitled to the reduced pricing.

15. VALIDITY

All dates, itineraries and prices of Tours are subject to change at any time and the current price will be quoted and confirmed at the time of booking, subject to any surcharges that may be levied in accordance these Terms. You acknowledge that you are responsible for keeping up to date on the specific details of your Tour and any other products or services, including, but not limited to checking the Tour Operator’s website at least 72 hours prior to departure as minor changes may have been made after the time of booking.

16. AIRFARE

Tour prices do not include international or other airfare unless expressly mentioned in the Tour’s description. The Tour Operator does not act as a sales agent for any air carrier and the air carrier terms and conditions apply to the purchase and use of the air travel ticket. Please consult the air carrier’s applicable terms and conditions and conditions of carriage for complete information including applicable cancellation terms. The Tour Operator is not responsible for changes in air itineraries or flight times and does not provide advice or alerts regarding air travel tickets, flight status or delays.

17. TRAVEL DOCUMENTS

Contact us immediately if any information that appears on the booking confirmation or pre-departure materials appears to be incorrect or incomplete. We regret we cannot accept any responsibility if you do not tell us about any mistake on your confirmation or in the pre-departure materials within 7 days of our sending them out, or immediately, for bookings made within 42 days of departure. It is your responsibility to obtain information and to have in your possession all the required documentation and identification required for entry, departure and travel to each country or region. This includes a valid passport and all travel documents required by the relevant governmental authorities including all visas, permits and certificates (including but not limited to vaccination or medical certificates) and insurance policies. You must have a passport that is valid 6 months after the last date of travel with the Tour Operator as set out on your itinerary. You accept full responsibility for obtaining all such documents, visas and permits prior to the start of the Tour, and you are solely responsible for the full amount of costs incurred as a result of missing or defective documentation. You agree that you are responsible for the full amount of any loss or expense incurred by the Tour Operator that is a direct result of your failure to secure or be in possession of proper travel documentation. The Tour Operator does not provide advice on travel documents and makes no representations or warranties as to the accuracy or completeness of any information provided on visas, vaccinations, climate, clothing, baggage, or special equipment and you agree that the Tour Operator is not responsible for any errors or omissions in this information. 

18. FLEXIBILITY & UNUSED SERVICES

You acknowledge that the nature of adventure travel requires flexibility and acknowledges that they will permit reasonable alterations to products, services or itineraries by the Tour Operator. The route, schedules, accommodations, activities, amenities and mode of transportation are subject to change without notice due to unforeseeable circumstances or events outside the control of the Tour Operator (including but not limited to Force Majeure, illness, mechanical breakdown, flight cancellations, strikes, political events and entry or border difficulties). No reimbursements, discounts or refunds will be issued for services that are missed or unused after departure due to no fault of the Tour Operator, including your removal from a Tour because of your negligence or breach of these Terms.

19. ADVENTURE TRAVEL: SUITABILITY AND ACCEPTANCE OF RISK

All our holidays have a difficulty grading and it is your responsibility to ensure that you are physically fit, adequately experienced and suitably equipped to complete the holiday. We will endeavour to pass on any dietary or special requests to our suppliers but cannot guarantee that they will be able to meet your request. Your booking is accepted on the basis that you understand and accept the inherent risks involved in adventure or activity holidays and that you undertake the holiday and activities of your own free will. If you decide that you are unable to continue the holiday you will be responsible for making your own alternative arrangements at your own expense.

By travelling with the Tour Operator, you acknowledge that you have considered any potential risks to health and safety. You hereby assume responsibility for all such risk and releases the Tour Operator from all claims and causes of action arising from any losses, damages or injuries or death resulting from risks inherent in travel, including adventure travel specifically, visiting foreign destinations, and participating in adventurous activities such as those included in Tour itineraries or otherwise offered by the Tour Operator.

You acknowledge that the degree and nature of personal risk involved depends on the products or services booked and the location(s) in which a product or service operates and that there may be a significant degree of personal risk involved in participating, particularly participating in physical activities, travel to remote locations, carriage by watercraft, participation in “extreme sports” or other high-risk activities, or travel to countries with developing infrastructure. Standards of hygiene, accommodation and transport in certain countries where Tours take place are often lower than the standards you may reasonably expect in your home country or region. You agree that the Tour Operator is not responsible for providing information or guidance with respect to local customs, weather conditions, specific safety concerns, physical challenges or laws in effect in any locations where a Tour, product or service is operated. You acknowledge you have considered the potential risks, dangers and challenges and your own personal capabilities and needs, and you expressly assume the risks associated with travel under such conditions.

You must at all times strictly comply with all applicable laws and regulations of all countries and regions. Should you fail to comply with the above or commit any illegal act when on Tour or, if in the opinion of the Tour Operator (acting reasonably), your behaviour is causing or is likely to cause danger, distress or material annoyance to others, the Tour Operator may terminate your travel arrangements on any product or service immediately at your expense and without any liability on the Tour Operator’s part. You will not be entitled to any refund for unused or missed services or costs incurred because of termination of your travel arrangements, including, without limitation, return travel, accommodations, meals, and incidentals.

You are responsible for any costs (including repair, replacement and cleaning fees) incurred by the Tour Operator or the Tour Operator’s suppliers for property damage, destruction or theft caused by you while on a Tour. You agree to immediately report any pre-existing damage to a representative of the Tour Operator and staff of the accommodation, transportation service, or facility as soon as possible upon discovery. You agree to take all prudent measures in relation to your own safety while on Tour including, but not limited to, the proper use of safety devices (including seatbelts, harnesses, flotation devices and helmets) and obeying all posted signs and oral or written warnings regarding health and safety. Neither the Tour Operator nor its Third-Party Suppliers (as defined herein) are liable for loss or damages caused by your failure to comply with safety instructions or warnings. You agree to bring any complaints to the Tour Operator as soon as possible in order to provide the Tour Operator with the opportunity to properly address such complaint. You agree to inform your tour leader, another representative of the Tour Operator or the Tour Operator’s customer service department directly. The Tour Operator assumes no liability for complaints that are not properly brought to the attention of the Tour Operator and cannot resolve or attempt to resolve complaints until proper notice is provided. Any complaint made after the completion of a Tour must be received in writing by the Tour Operator within 7 days of the last day of travel of the booking in question.

20. THIRD-PARTY SUPPLIERS

The Tour Operator makes arrangements with accommodation providers, activity providers, airlines, cruise lines, coach companies, transfer operators, shore excursion operators, tour and local guides, and other independent parties (“Third Party Suppliers”) to provide you with some or all of the components of your booking. Third Party Suppliers may also engage the services of local operators and sub-contractors. Although the Tour Operator takes all reasonable care in selecting Third Party Suppliers, the Tour Operator is unable to control Third Party Suppliers, does not supervise Third Party Suppliers and therefore cannot be responsible for their acts or omissions. Any services provided by Third Party Suppliers are subject to the terms and conditions imposed by these Third Party Suppliers and their liability is limited by their tariffs, conditions of carriage, tickets and vouchers and international conventions and agreements that govern the provision of their services. These may limit or exclude liability of the Third Party Supplier. You acknowledge that Third-Party Suppliers operate in compliance with the applicable laws of the countries in which they operate and the Tour Operator does not warrant that any Third Party Supplier is in compliance with the laws of your country of residence or any other jurisdiction.

THE TOUR OPERATOR IS NOT LIABLE AND WILL NOT ASSUME RESPONSIBILITY FOR ANY CLAIMS, LOSSES, DAMAGES, COSTS OR EXPENSES ARISING OUT OF INCONVENIENCE, LOSS OF ENJOYMENT, UPSET, DISAPPOINTMENT, DISTRESS OR FRUSTRATION, WHETHER PHYSICAL OR MENTAL, RESULTING FROM THE ACT OR OMISSION OF ANY PARTY OTHER THAN THE TOUR OPERATOR AND ITS EMPLOYEES.

The Tour Operator is not liable for the acts or omissions, whether negligent or otherwise, of Third Party Suppliers or any independent contractors.

21. OPTIONAL EXTRAS

“Optional Extras” refers to any activity, transportation, meal, product or service not expressly included in the Tour itinerary or price of the Tour and do not form part of the Tour. You agree that any assistance given by the Tour Operator’s representative(s) in arranging, selecting, or booking, any Optional Extras is purely at your request and the Tour Operator makes no warranties and expressly disclaims any liability whatsoever arising from participation in Optional Extras or any information provided by any representative of the Tour Operator regarding any Optional Extras. You release the Tour Operator from all claims and causes of action arising from any damages, loss of enjoyment, inconvenience, or injuries related to or arising from participation in or booking of Optional Extras. You acknowledge and agree that any liability for loss, damages, death, personal injury, illness, emotional distress, mental suffering or psychological injury or loss of or damage to property associated with Optional Extras is the sole responsibility of the third party providing that service or activity.

22. LIABILITY AND GOVERNING LAW

The Tour Operator and its parents, subsidiaries and their respective employees, affiliates, officers, directors, successors, representatives, and assigns shall not be held liable for (A) any damage to, or loss of, property or injury to, or death of, persons occasioned directly or indirectly by an act or omission of any other provider, including but not limited to any defect in any aircraft, watercraft, or vehicle operated or provided by such other provider; and (B) any loss or damage due to delay, cancellation, or disruption in any manner caused by the laws, regulations, acts or failures to act, demands, orders, or interpositions of any government or any subdivision or agent thereof, or by acts of God, strikes, fire, flood, war, rebellion, terrorism, insurrection, sickness, quarantine, epidemics, theft, or any other cause(s) beyond their control. You waive any claim against the Tour Operator for any such loss, damage, injury, or death.

In the event that any loss, death, injury or illness is caused by the negligent acts or omissions of the Tour Operator or of the Third Party Suppliers of any services which form part of the booking contract then the Tour Operator limits its liability, where applicable by all applicable international conventions.

Carriage of passengers and their luggage by sea is governed by the Athens Convention relating to the Carriage of Passengers and their Luggage by Sea (PAL), as amended (the “Athens Convention”) which is expressly incorporated into these Terms and any liability of the Tour Operator and the Carrier (as that term is defined in the Athens Convention) for death or personal injury or for loss or damage to luggage arising out of carriage by sea will be determined solely in accordance with this Convention. The Athens Convention limits the Carrier’s liability for death or personal injury or loss or damage to luggage and makes special provision for valuables. It presumes that luggage has been delivered undamaged to the Guest unless written notice is given to the Tour Operator and/or the Carrier:

• (a) in the case of apparent damage, before or at the time of disembarkation or redelivery; or
• (b) in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or redelivery or from the time when such redelivery should have taken place.

Any damage payable by the Tour Operator up to the Athens Convention limits will be reduced in proportion to any contributory negligence by you and by the maximum deductible specified in Article 8 (4) of the Athens Convention. Copies of the Athens Convention are available from the Tour Operator on request.

In so far as the Tour Operator may be liable to you in respect of claims arising out of carriage by sea, the Tour Operator is entitled to all the rights, defences, immunities and limitations available, respectively, to the actual carrier and under the relevant Conventions, and nothing in these Terms will be deemed as a surrender thereof. To the extent that any provision in these Terms is made null and void by the Athens Convention or any legislation compulsorily applicable or is otherwise unenforceable, it shall be void to that extent but not further. The Tour Operator’s liability will not at any time exceed that of the carrier under its Conditions of Carriage and applicable or incorporated conventions or other legislation. Any liability in respect of death and personal injury and loss of and damage to luggage which the Tour Operator may incur, whether under the contract with you in accordance with these Terms or otherwise, will always be subject to the limits of liability contained in the Athens Convention for death or personal injury.

Notwithstanding anything to the contrary elsewhere in these Terms, the Tour Operator will not in any circumstances be liable to you for any loss or anticipated loss of profit, loss of enjoyment, loss of revenue, loss of use, loss of contract or other opportunity nor for any other consequential or indirect loss or damage of a similar nature. You agree that your booking and contract with us shall at all times be governed by Bulgarian law and jurisdiction, regardless of where in the world you may reside. We shall comply with Bulgarian law and regulations so far as they affect our activities relating to you and your booking under this Agreement, including but not limited to the Package Travel and Linked Travel Arrangements Regulations 2018.

For claims not involving personal injury, death or illness or which are not subject to the Conventions referred to above, any liability the Tour Operator may incur for the negligent acts or omissions of its suppliers will be limited to a maximum of the price which you paid for the applicable Tour, not including insurance premiums and administration charges. Where this relates to loss or damage to luggage and other personal possessions then the Tour Operator liability will not exceed GBP 500. The Tour Operator will not at any time be liable for any loss of or damage to valuables of any nature. You agree that you will be precluded from making a double recovery by making the same claims and seeking recovery against the Tour Operator and its suppliers, contractors or other third parties.

23. FORCE MAJEURE

Except where otherwise expressly stated in these Terms & Conditions, the Tour Operator will not be liable to pay you any compensation if its contractual obligations to you are affected by any event which the Tour Operator or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport, official travel restrictions and all similar events outside our or the supplier(s) concerned’s control. 

24. IMAGES AND MARKETING

You agree that, while participating in any Tour, images, photos or videos may be taken by other participants, the Tour Operator or its representatives that may contain or feature you. You consent to any such pictures being taken and grants a perpetual, royalty-free, worldwide, irrevocable license to the Tour Operator, its contractors, sub-contractors and assigns, to reproduce for any purpose whatsoever (including marketing, promotions and the creation of promotional materials by or with sub-licensees), in any medium whatsoever, whether currently known or hereinafter devised, without any further obligation or compensation payable to you.

25. PRIVACY POLICY

The Tour Operator must collect your personal information to deliver the Tour and any products or services booked. The Tour Operator collects, uses and discloses only that information reasonably required to enable the Tour Operator and its Third-Party Suppliers to provide the particular Tour, products and/or services that you have requested as described in the Tour Operator’s Privacy Policy, which can be accessed any time at the Tour Operator’s website and is expressly incorporated into these Terms. By submitting any personal information to the Tour Operator, you indicate your acceptance of the Tour Operator’s Privacy Policy.

26. SEVERABILITY

If any provision of these Terms is so broad as to be unenforceable, such provision will be interpreted to be only so broad as is enforceable. The invalidity or unenforceability of any provision hereof will in no way affect the validity or enforceability of any other provision.

27. CONTRACT PARTIES & SUCCESSORS

These Terms will inure to the benefit of and be binding upon the parties and their respective heirs, legal and personal representatives, executors, estate trustees, successors and assigns.

28. AMENDMENTS

The Tour Operator reserves the right to update or alter these Terms at any time and will post the amended Terms on the Tour Operator’s website. Any amendment will take effect at 00:00 GMT on the day after being posted to the Tour Operator’s website. An up to date copy of these Terms, as amended, may be accessed at any time on the Tour Operator’s website and will be sent to you upon written request to the Tour Operator. You are deemed to have accepted any amendments to these Terms on the day following the day they have been posted on the Tour Operator’s website. The Tour Operator recommends that you refer to the Terms prior to travel to familiarize themselves with the most up-to-date version available.

29. COMPLAINTS AND DISPUTES

We make every effort to ensure that your holiday arrangements run smoothly but If you have an issue with an accommodation or transport provider (e.g. you are not given the type of room you booked), you must always first try to liaise directly with the respective provider. If they are not cooperating, please contact our local office/representative immediately. On the rare occasion that our local office/representative is not reachable or they are not able to handle the problem properly and promptly, please call our dedicated UK customer assistance number +44 20 3151 3108. If you do not need immediate help, call our daytime office numbers instead. In any case, it is of paramount importance that you raise the issue at the moment; it is often impossible to remedy such problems post factum.

If the problem was not resolved during your holiday and you wish to complain further, please send formal written notice of your complaint by email to hello@thenaturaladventure.com within 7 days of the end of your trip, providing your booking reference number and all other relevant information. This will assist us to quickly identify your concerns and speed up our response to you. We will respond to all complaints within 28 days after complaint submission.

Failure to follow the procedures 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.

The European Commission offers an online arbitration platform for consumer disputes at www.ec.europa.eu/consumers/odr (OA-platform). We are currently not a party to proceedings of alternative arbitration.

30. CONSUMER PROTECTION

In accordance with EU Package Travel Directive (2015/2302/EU), all passengers booking with The Natural Adventure Company are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from cancellation or curtailment of your travel arrangements due to the insolvency of The Natural Adventure Company. The Natural Adventure Company is bonded by mandatory Public/Product Liability Insurance (also known as Tour Operator insurance), policy No. 13160190900000001 issued by Allianz Insurance with a coverage limit of EUR 450,000.00 per event.

 

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