Terms & Conditions
The following booking conditions form the basis of your contract with YellowWood Adventures Limited, company registration number 9977796 of 7 Rosehill Gardens, Crowborough, East Sussex, United Kingdom, TN6 2ED. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
These booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “adventure”, “booking”, “contract”, “package”, “itinerary”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated.
In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires. “We”, “us” and “our” means YellowWood Adventures Limited.
- Making A Booking:
1.1 To make a booking, you must complete anr online booking via WorldPay. This must be signed (or ticked in the appropriate place on online booking) by the first named person on the booking (“party leader”). The party leader must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By signing the booking form, the party leader confirms that he/she is so authorised. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.
1.2 Subject to the availability of your chosen arrangements, we will confirm your holiday by issuing a booking receipt. This receipt will be sent to the party leader. Please check this receipt carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies (for which we are responsible) in any document within ten days of our sending it out (five days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.
1.3 We will communicate with you by e-mail in relation to your booking, asking each person booked to complete an online booking form with details such as Name/Address/DOB/Next of Kin/Passport & Insurance information. You must accordingly check your e-mails on a regular basis. We may also contact you by telephone and/or post if we cannot, for whatever reason, contact you by e-mail. Certain documents may need to be sent by post. References in these booking conditions to “send” and “in writing” include communication by e-mail.
1.4 You will receive an email from the Travel Trust Association (TTA) of the UK outlining how your monies are financially protected by them for the duration of the adventure
2.1 In order to confirm your chosen holiday, a deposit of £200.00 per person for escorted tours, or 20% of the total tour cost for a tailor-made trips (please note that depending on your chosen arrangements the required deposit may be different to these amounts. If it is we will advise you accordingly at the time of booking) must be paid at the time of booking. These deposits are non-refundable, but YellowWood may practice discretion regarding a partial transfer of your deposit to another adventure in the same booking year.
2.2 The balance of the holiday cost must be received by us not less than 3 months prior to the departure date. We will send you a reminder email. If we do not receive all payments due (including any surcharge where applicable) in full and on time after we have tried to contact you to remind you of the payments due, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all payments made or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 5 depending on the date we reasonably treat your booking as cancelled.
2.3 In the case of international payments you should ensure that the full invoice amount is received by us, after all bank charges have been levied.
2.4 Discounts: YellowWood Adventures recognises the loyalty of return bookers and as a way of saying ‘Thank you’, offers the following discounts off the total trip cost.
Early Bookers Discount: for clients booking their holiday more than 6m in advance, please request a 5% discount code to apply online during the payment process. This is a discount available only to bookings made after 1.1.2020
Loyalty Discount: Save 5% when booking your 2nd and 3rd adventure.
Save 10% when booking your 4th adventure onwards.
To apply for your discount, please request a loyalty discount code which can be entered online during the payment process. Please note that the maximum discount is 10% so if already in receipt of a 10% loyalty discount, you are not able to further benefit from the 5% early bookers discount.
- Your Contract:
A binding contract between us comes into existence when we despatch our booking receipt to the party leader. We both agree that English law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (“claim”) except as set out below. We both also agree that any claim (and whether or not involving any personal injury) must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
- Passports, Visas and Health Matters:
4.1 The passport and visa requirements applicable at the time of printing to British citizens for the holidays we offer are shown on our customer documentation. Requirements may change and you must check the up to date position in good time before departure. A British passport presently takes approximately 2 to 6 weeks to obtain. If you or any member of your party is 16 or over and haven’t yet got a passport, you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. If you or any member of your party is not a British citizen or holds a non British passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) to or through which you are intending to travel.
4.2 It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org. Information on health abroad is also available on www.nhs.uk/Livewell/Travelhealth. For holidays in the EU/EEA you should obtain an EHIC (European Health Insurance Card) prior to departure from www.ehic.org.uk. An EHIC is not a substitute for travel insurance. Vaccination and other health requirements/recommendations are subject to change at any time for any destination. Please therefore check with a doctor or clinic not less than six weeks prior to departure to ensure that you have met the necessary requirements and have the applicable information.
4.3 It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty, costs or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
- Cancellation By You:
5.1 Should you or any member of your party need to cancel your holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us at our offices. As we incur costs from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of cancellation.
Period before departure within which written Cancellation charge per
notification of cancellation is received by us: person cancelling:
60 days or more prior to departure Loss of Deposit
59-46 days before departure 30% of tour cost
45-28 days before departure 60% of tour cost
Less than 28 days 100% of tour cost
5.2 Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. YellowWood Adventures are happy to provide a written statement for your insurance company confirming the details of your cancellation and summary of all funds paid.
5.3 On private bookings where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.
5.4 See clause 9 “Changes by you” if any member(s) of your party are prevented from travelling.
5.5 You have the right to cancel your confirmed tour before departure, without paying any cancellation charges, in the event of “unavoidable and extraordinary circumstances” occurring at your tour destination or its immediate vicinity and significantly affecting the performance of the tour or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a refund of the monies you have paid less any non-refundable charges imposed by our suppliers, but we will not be liable to pay you any additional compensation or cover the cost of flights you have commissioned from a third party. We recommend checking the details of your holiday insurance to ascertain what they will offer you as compensation in such circumstances.
Please note that your right to cancel in these circumstances will only apply where the Foreign & Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” include but are not limited to: war, threat of war, airport closures, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination. We will observe and act in accordance with advice provided by the UK Foreign & Commonwealth Office.
- Cancellation & Changes Made By Us:
6.1 We start planning the tours we offer many months in advance. Occasionally, we have to make changes to and correct errors in brochure and other details both before and after bookings have been confirmed, and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. Please note, our escorted group holidays require a minimum number of participants to enable us to operate them. If the minimum number of bookings required for a particular holiday have not been received, we are entitled to cancel it. We will notify you of cancellation for this reason at least 30 days prior to your departure.
6.2 Most changes are minor and we will inform you by email of the change prior to your departure. Occasionally, we have to make a “significant change”. A significant change is one made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a major effect on your holiday. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away, and, in the case of tours, a significant change of itinerary missing out one or more major destination substantially or altogether.
6.3 If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-
(a) (for significant changes) accepting the changed arrangements or
(b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available. We will offer you at least one alternative holiday of equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other then available holidays. You must pay the applicable price of any such holiday. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper or
(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.
6.4 If we have to make a significant change or cancel we will as a minimum, in addition to a full refund of all monies paid by you, where compensation is appropriate, pay you the compensation payments set out in the table below depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions.
- More than 56 days: Nil
- 56 to 28 days: £20.00/client
- 27 to 15 days: £30.00/client
- 14 to 0 days: £40/client
Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or (2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached (see above). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one.
6.5 If we have to cancel or change your travel arrangements in any way because of “unavoidable and extraordinary” circumstances that include, but are not limited to: war, riot, industrial dispute, terrorist activity, natural or nuclear disaster, adverse weather conditions or other unforeseen circumstances that may amount to “Force Majeure”, we will offer you a full refund of monies paid, less any non-refundable charges imposed by our suppliers, but we will not be liable to pay you compensation,
6.6 Very rarely, we may be forced by “unavoidable and extraordinary circumstances” to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
6.7 We regret that we are not able to meet any flight, visa, vaccination or similar costs incurred by you in the event of cancellation by us.
- Foreign and Commonwealth Office Advice:
The Foreign and Commonwealth Office publishes regularly updated travel information on its website www.gov.uk/foreign-travel-advice which you are recommended to consult before booking and in good time before departure. Should the FCO advise against all travel, or all but essential travel to the destination country, you are within your rights to cancel you booking (clause 5.5) without incurring cancellation charges, and receiving a full refund of monies paid to us. YellowWood Adventure receives bulletins from the FCO on all our destinations and is advised directly of any risks to travel in those countries.
8.1 The price of your holiday is subject to surcharges in the event of any change in our transportation costs or in dues, taxes or in the exchange rates which have been used to calculate the cost of your holiday. Even in these cases, we will absorb an amount equivalent to 2% of the holiday price, excluding any amendment charges. Only amounts in excess of this 2% will be surcharged. If this means paying more than 10% on the holiday price you will be entitled to cancel your holiday and receive a full refund with the exception of any amendment charges or alternatively purchase another holiday from us as referred to in clause 6 “Changes and Cancellation by us”. You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to choose option (b) or (c) as set out in clause 6.
8.2 We promise not to levy a surcharge within 30 days of departure. No refund will be payable during this period either.
- Changes by You:
9.1 Should you wish to make any changes to your confirmed holiday, you 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, any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers will be charged to you. A change of holiday dates will normally be treated as a cancellation of the original booking and rebooking in which case cancellation charges 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.
9.2 If any member of your party is prevented from travelling, the person(s) concerned may transfer their place to someone else (introduced by you) providing we are notified not less than two weeks before departure presuming availability should there be a resultant change in rooming/accomodation. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result must be paid before the transfer can be effected. Any overdue balance payment must also be received. There will be an administration charge of £30 levied for transferring a place after a booking deposit has been made.
- Special Requests and Medical Conditions/Disabilities:
10.1 If you have any special request, you must advise us at the time of booking using our online booking form which will be sent to you. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request will be complied (where it is possible to give this) where it is important to you.
10.2 We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
10.3 If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when we become aware of these details.
10.4 The Company reserves the right at any time to require the Client to produce a doctor’s certificate certifying that the Client is fit to participate in the tour. Horse riding and trekking questionnaires might also be required.
10.5 By booking you acknowledge that you understand the potential risks and hazards that can be involved in adventure travel of this kind, to often remote and inhospitable locations. Such risks may increase the risk of injury or illness, loss or damage to property, discomfort and inconvenience.
11.1 We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
11.2 We will not be responsible for any injury, illness, death, loss (including loss of enjoyment or possessions), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: –
‑ the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
‑ the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or
‑ ‘force majeure’ as defined in clause 11.3 below:
11.3 Force Majeure: Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” is used interchangeably with “unavoidable and extraordinary circumstances” in which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
11.4 Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract and any excursion you purchase whilst on holiday. This also includes responsibility for visits/tours provided by local charitable organisations that may be offered as an option during your adventure. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
11.4 The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause 11.1. We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.
11.5 Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £500 per person affected unless a lower limitation applies to your claim under this clause or clause 11.6 below. You must ensure you have appropriate travel insurance to protect your personal belongings.
For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is equal to the price paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 11.6 below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
11.6 Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea or rail carrier to which any international convention or EU regulation applies, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which compensation will be payable) will be limited as if we were the carrier in question as referred to below. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question (for example, the Warsaw Convention as amended or unamended and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens Convention for international travel by sea (as amended by the 2002 Protocol where applicable) and COTIF, the Convention on International Travel by Rail). Where a carrier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request.
11.7 Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses (including without limitation, self employed loss of earnings).
12. Travel Insurance and next of kin:
12.1. We consider adequate travel insurance to be essential. You must give details in writing of your incurrence policy (insurer, policy number, 24 hour emergency assistance contact details) on our booking form.
12.2 Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check insurance policies. The tour is a journey of a hazardous nature and you should ensure that such insurance fully covers all personal requirements including medical expenses, repatriation, helicopter rescue and air ambulance in the event of accident or illness.
12.3. You must give to us the name, address and telephone numbers of your next of kin or persons to be notified in the event of an emergency.
13. Safety Standards:
Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may often be lower.
Laws and customs of the country/ies you visit can be very different to those in the UK. Be aware of your actions to ensure that they do not offend, especially if you intend to visit religious areas. There may be serious penalties for doing something that might not be illegal in the UK. It is your responsibility to familiarise yourself with, and respect local laws and customs, and you are strongly advised to check with the appropriate embassy, consulate or British and Commonwealth Office or https://www.gov.uk/foreign-travel-advice for further information regarding local laws and customs of the country/ies you plan to visit.
We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff in the UK or destination country in any risk or danger, on the telephone, in writing or in person.
For your group adventure holiday, it is necessary that you abide by the authority of the leader, who represents the Company and assists with the proper and safe running of the tour. Depending on the itinerary, your Tour Leader may be a YellowWood Guide or a local guide from a partner agency. You must accept the decisions of the Tour Leader who shall have the discretion to make decisions and take action which may impact on your tour. By confirming your booking you accept that the Company’s tour leaders have the authority to prevent you from participating in any part of a tour should they have concerns about (a) your ability to safely partake in an activity or (b) your physical ability to complete an activity in the required timescale. In the event the leader deems such a decision is necessary, we will reasonably endeavour to make alternative arrangements, but we will not be liable to provide any refunds for missed activities and you may be liable for additional costs incurred.
If you commit any illegal act when on the holiday or if in our reasonable opinion or the reasonable opinion of the leader or another person in authority your behaviour is disruptive, threatening or abusive, causes unnecessary inconvenience, impacts on others clients’ enjoyment of the holiday or is causing or likely to cause damage to property, danger, distress or upset, disturbance or annoyance to others or puts any other traveller or our staff in any risk or danger, on the telephone, in writing or in person, we may terminate your travel arrangements without any liability on our part.
As a result of your behaviour during any stage of your holiday including on an aircraft, transfer, in any accommodation or excursion, we reserve the right to make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result, including but not limited to (i) cleaning, repairing or replacing property lost, damaged or destroyed by you, and (ii) compensating any passenger, crew, staff or agent affected by your actions. Criminal proceedings may also be instigated.
For the purposes of this section reference to “you” or “your” includes any other person in your party.
If you wish to leave the group temporarily, you will be asked to sign a release form.
15.1. In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform our local representative or agent (if we have one) and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our Tour Leader/representative/agent and the supplier concerned (as applicable) as soon as possible. If we do not have or you cannot contact our Tour Leader or local representative or agent and any complaint or problem is not resolved to your satisfaction, you must contact us in the UK using the contact details we have provided you with during your tour, giving us full details and a contact number. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 7 days of your return to the UK giving your booking reference and full details of your complaint. Only the party leader should write to us. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable international conventions (see clause 11.6). Copies of the relevant parts of these terms and conditions and of the international conventions are available on request from ourselves or the supplier concerned.
17. Financial Protection:
17.1 – YellowWood Adventures Limited is a member of the UK’s Travel Trust Association (TTA) – www.traveltrust.co.uk – whereby all client monies are placed directly into a trust account controlled by TTA trustees. These monies will only be released at the end of the the delivered adventure travel tour to YellowWood Adventures Limited. Client monies can be released prior to the completion of the tour to pre-defined suppliers, on the condition that their services are financially insured through the TTA’s Supplier Failure Cover system. This means that all client monies are 100% protected at every stage of their travel adventure.
18.1 We may provide you with information (before departure and/or when you are on tour) about activities and excursions which are available in the area you are visiting. We have no involvement in any such activities or excursions which are neither run, supervised, controlled nor endorsed in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 11.1 of our booking conditions will not apply to them.
18.2 We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area you are visiting generally or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities or excursions referred to in our brochure, on our website and in our other advertising material which are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities or excursions which can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking.
19. Brochure/Website/advertising material:
The information contained in published material, on our website and in our other advertising material is believed correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen holiday (including the price) with us [or your travel agent] at the time of booking.