TERMS OF TRAVEL
Revised 21 January, 2020
In the following Terms of Travel, “we,” “us” and "our" refers to The Neutravel Company (KvK 76928446) and “you” and “your” refers to you, the traveler, who has contracted services with The Neutravel Company
Please read all booking conditions carefully. You must not make any booking unless you understand and agree with these booking conditions and any additional terms and conditions as indicated above and/or at the time of booking.
Bookings can be made directly with us and must be secured with a deposit of the amount shown above. A contract between you and us will exist as soon as: (i) we issue an invoice in response to your request for a booking; and (ii) your deposit is paid to us or your travel agent.
PRICE & PAYMENT
The deposit is non-refundable unless we cancel your tour. The balance of your tour must be paid no later than 45 days prior to your tour departure date. If you do not pay within this period we may cancel your booking and your deposit will be forfeited.
Full payment is required if you make a booking within 45 days of the departure date. If your booking is a special offer we may require full payment (including any pre and post accommodation and sundry service charges) by such earlier time as specified in the offer.
Applicable and valid discounts can be combined to a maximum discount of 10% off the tour price.
Prices quoted in our brochures are calculated on costs and exchange rates as at the time of publication. These prices may increase or decrease. We may alter prices and other particulars contained in our digital brochures on our website at any time. Before you make a booking we will provide you with details of the current price of your chosen tour. After you have booked, changes to (i) the level of taxes or fees imposed by third parties including tourist taxes (ii) exchange rates, mean that the price of your tour may change. There will be no change within 20 days of your departure. We will absorb any increase equivalent to 2% of the price of your tour. However, we may charge you for the amount over and above that. If this results in an increase equivalent to more than 8% of the price of your tour, you will have the option of accepting a change to another tour (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid. Should the price of your tour go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that tours arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your tour due to contractual and other protection in place.
Please ensure you carefully read your invoice and all other documents we send to you as soon as you receive them and contact us immediately if any information appears to be incorrect. We will not accept any liability if you fail to notify us of any inaccuracy in any document within 14 days of us sending them to you.
You are responsible for ensuring that you have the correct and valid travel documents including passports, visas and vaccination certificates. We strongly recommend that you verify current documentation requirements with your travel agent or us. Please note requirements change and you must check with your consulate for the most up to date information, including but not limited to visa requirements for entry into the Netherlands and the European Union. If you are required to enter the Netherlands with a passport, your passport
IF YOU CHANGE OR CANCEL YOUR BOOKING
If you want to change or cancel any aspect of your booking including but not limited to a change to a tour of shorter duration or different departure date you must notify us in writing. We will do our best to accommodate your requested change but it may not always be possible. All change/cancellation fees must be paid within seven days of the invoice date or on the date of departure, whichever is the sooner.
You may make a request to transfer your booking to another person who satisfies all the conditions applicable to the tour. A transfer request must be made in writing not less than 7 days prior to departure and must include proof of acceptance of the transfer by the new traveler. Both you and the new traveler will remain jointly liable and responsible for the additional costs involved, which will include a booking transfer fee, as well as any other applicable travel service provider’s charges.
Please see the following table for our cancellation fee schedule
Cancellation up to and including 45 days prior to the start of the tour:
Deposit and no additional fee
Cancellation between and including 44 to 38 days prior to the start of your tour: Deposit and additional fee, totaling to 30% of the tour price
Cancellation between and including 37 to 31 days prior to the start of your tour: Deposit and additional fee, totaling to 50% of the tour price
Cancellation between and including 30 to 24 days prior to the start of your tour:
Deposit and additional fee, totaling to 75% of the tour price
Cancellation between and including 23 to 0 days prior to the start of your tour:
Deposit and additional fee, totaling to 100% of the tour price
CANCELLATION OR MODIFICATION BY US
Every effort will be made to operate all tours as advertised but it must be remembered that our tours are planned up to twelve months in advance. In the event of unavoidable and extraordinary circumstances we may be required to cancel or materially modify your tour. In these booking conditions "unavoidable and extraordinary circumstances" means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken (including, but not limited to, war, threat of war, riot, civil disturbances, industrial dispute, terrorist activity and its consequences, natural or other disaster (such as volcanic ash or hurricanes), nuclear incident, fire, adverse weather conditions (actual or threatened, including snow and fog), closed or congested airports or ports, unavoidable technical problems with transport, unforeseen alterations to public transport schedules, changes to immigration, labour and free-movement laws resulting from BREXIT, rescheduling of aircraft or boats and similar events).
If this happens we will offer you a refund of all money paid or, if available, alternative travel arrangements of comparable standard (we will refund any price difference if the alternative is of a lower value).
A material modification is one that has a serious impact on your tour and includes a change of departure date, departure point, or change of departure time of more than twelve hours, which would cause substantial inconvenience to you.
A change of accommodation, or transport method/style is not a material modification. We may alter or substitute the type or size of vehicle, or method/style of transport mentioned in the digital brochure and on our website, depending on the number of passengers carried, which can vary from tour to tour.
We may require a minimum number of participants for certain tours. In the event that insufficient bookings have been made as at 45 days prior to departure, we may cancel the scheduled tour, whereupon all money paid by you for your tour will be refunded and no further compensation will be paid.
If the tour does not materially comply with the description in the digital brochure or on our website, we may compensate you to a maximum value equal to three times the price of the tour. We will only be liable to pay the maximum amount of compensation where there has been a total failure of consideration for your payment.
We will not be liable where any failure in the performance or provision of your tour is due to: (i) your acts or omissions or the acts or omissions of another member in your group; (ii) any third party not connected with the provision of your travel arrangements and where that failure is unforeseeable or unavoidable; or (iii) unavoidable and extraordinary circumstances.
Our liability will in all cases be limited in accordance with and/or in an identical manner to relevant international conventions, including the Carriage by Air Conventions (within the meaning given in section 1(5) of the Carriage by Air Act 1961), the Athens Convention of 1974 on the Carriage of Passengers and their Luggage by Sea and the Convention of 1980 concerning International Carriage by Rail. We will not be responsible for any loss or damage sustained by you as a result of a contravention of any law or regulation of any of the countries visited while on the tour.
FLEXIBILITY DURING TOUR
Every effort will be made to operate all tours featured in our digital brochure and on our website, but there may be a necessity to vary the itinerary from that stated in the brochure, and delays may occur for a variety of reasons beyond our control. The need for a flexible attitude to this type of travel is important. All decisions relating to a tour itinerary will be taken by the tour director assigned to your tour, as appointed by us in the interest of the group as a whole. Please note that due to public holidays some sights or activities may not be available on a particular tour. No refund will be made for services which for whatever reason are not used by you once the tour has departed.
OPTIONAL ACTIVITIES AND EXCURSIONS
Neither we nor our employees, agents and contractors make any representation or warranty in relation to implied or explicit suggestions or recommendations of services, activities and events not highlighted as included in a tour. You are responsible for all risks associated with the transportation to/from, and your participation in, or visitation to, any place, activity or excursion not listed as an inclusion. Before and during your tour you may be offered the chance to purchase various optional excursions and activities. We do not own, operate or control any of the companies or individuals which provide the optional activities or excursions.
Some of the optional activities and excursions may be inherently dangerous and risky. If you want to take part in such optional activities or excursions you must be fit enough to do so and must follow all reasonable instructions. The standards of health and safety which will be adopted by the company or the individual providing the optional activity or excursion will be those of the country where the optional activity or excursion takes place. Please note that these standards may not be the same as you would find in your home country. If you wish to book any optional excursion or activity, you may do so subject to the operator’s terms and conditions. Your contract will be with the operator of the activity or excursion and will be governed by local law. We act only as their agent. We accept no liability for any act or omission of any operator or operator’s employees, agents or sub-contractors or any losses (whether direct or indirect and howsoever caused) arising therefrom.
DIETARY, HEALTH AND SPECIAL REQUIREMENT
You must clearly state all your dietary requirements at the time of booking. We cannot guarantee that special dietary requirements can be met and we cannot take responsibility for any such requirements not being fulfilled. Walking is a fundamental part of our tours. We can only make accommodations for you if you provide prior notice. If you have a medical condition or require special arrangements that may affect your tour, we ask that you inform us in writing at the time of booking. We will make every reasonable effort to provide assistance and modifications for your accessibility. We may ask you to complete a medical assessment form to assist us. If we cannot reasonably accommodate your particular needs we may decline the booking or ask for you to be accompanied by a person who is able to provide full assistance to you throughout your tour. Please be aware that your fellow travelers may be of a diverse age range and from various nationalities.
YOUR LIABILITY TO US
You will not be permitted to embark or continue on the tour if your mental or physical condition is, in the reasonable opinion of our representative, such as to render you incapable of caring for yourself, or where you become objectionable to other passengers, or you become a hazard to yourself or other passengers. We will not be responsible for expenses resulting in you being precluded from completing the tour for any reason, nor will we refund you any part of your tour cost. In all cases we will notify you of the reasons why we have taken this action. We will have no obligation to arrange for your return to the point of the tour departure if your condition manifests itself after the tour departure. You agree to indemnify us in full against all losses (direct and indirect and howsoever caused) arising from any third-party actions taken against us for loss or damage caused by you or arising from your participation on the tour.
We have a strict zero-tolerance policy for discrimination and harassment. All people, regardless of sex, gender, age, nationality, ethnicity, religion, sexual orientation and ability should feel comfortable on our tours. We hold our employees, travel partners and travelers responsible under this policy. If we receive a complaint about any employee or traveler, we will address the issue and seek to mediate it. If the complaint involves an event which violates the law of the Netherlands, we may also involve the relevant authorities. If the issue is beyond mediation, or if the employee or traveler continues the abusive or discriminatory behavior, we reserve the right to remove said person from the tour. If you are removed from the tour because of abusive or discriminatory behavior, we will not be responsible for expenses resulting in you being precluded from completing the tour for any reason, nor will we refund you any part of your tour cost.
STO Garant GUARANTEE SCHEME
In order to meet its statutory obligation to provide a guarantee, The Neutravel Company makes use of the guarantee scheme provided by STO Garant. You can check that this is the case by visiting STO Garant’s website and verifying that the organisation is listed as a participant (www.sto-garant.nl/en/members). You can find all information relating to STO Garant at www.sto-garant.nl/en.
Whether STO Garant's guarantee applies to a particular (travel) offer made by [company name ] is clearly stated for that offer. The Guarantee Scheme specifies what the guarantee covers and which conditions apply. You can find the Guarantee Scheme on STO Garant's website (www.sto-garant.nl/en/downloads).
If STO Garant's guarantee applies to your booking, you do not pay the booking sum to [company name] but instead into the escrow account belonging to Stichting Derdengelden Certo Escrow, a payment services provider registered with De Nederlandsche Bank (DNB) and the Dutch Authority for the Financial Markets (AFM). This trust account holds your payment in reserve until the trip booked has come to an end. If services are not supplied (in full and/or on time) due to the financial insolvency of [company name], STO Garant implements the guarantee. The Guarantee Scheme details how you can make a claim under the guarantee in such cases.
INSURANCE & CLAIMS
We strongly recommend that you take out comprehensive travel insurance before you travel on your tour. Your insurance protection should include cover for cancellation, medical and repatriation expenses, personal injury and accident, death, and loss of personal baggage and money and personal liability insurance. Please be advised that insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive.
If you make a claim against us you agree to assign to us or our insurers any rights to take action against any third party supplier/tour operator or any other person or party that may have been wholly or partly responsible for the claim or who we reasonably consider should be a party to the action. You must co-operate fully with us should we or our insurers wish to enforce those rights which have been assigned to us. If you make a claim against us which is covered by your insurance policy, you agree to pursue the claim through your insurer either in addition to, or in substitution for, your claim against us (if any). We agree to indemnify you in respect of reasonable in respect of reasonable expenses incurred in successfully pursuing such a claim and acknowledge that any settlement made by the insurer shall not prejudice your rights against us.
In the event of any dissatisfaction with the accommodation or any other service provided by us, you must report it immediately to the tour director so that action can be taken to remedy the problem. Failure to immediately notify the tour director of any problem may result in your claim for compensation from us being denied or reduced. Any complaint made to us following the conclusion of the tour should be made in writing within 28 days of completion of the tour. In the event that you do not notify us in writing within 28 days, our ability to investigate the complaint may be prejudiced.
We are committed to protecting your personal information and agree to process your personal information in accordance with our Privacy Notice, which is available online at XXXXXXXXXX. In order to make your booking and ensure that your travel arrangements run smoothly, we need to use the information you provide and pass it on to other relevant suppliers who are responsible for parts of your travel arrangements. Personal information may also be provided to public authorities such as customs or immigration if required by them, or as required by law.
We enforce a non-smoking policy on our coaches (although we make frequent stops for breaks) and in all of our accommodation.