Touropa Terms & Conditions
Please read this information carefully as payment of your deposit or participation in travel booked pursuant to these terms will constitute your agreement to all terms and conditions set out below. References to “you”, “client”, “passenger” or “traveller” mean each of the persons who make or are subject to a booking with us.
Prices are, quoted in Australian dollars, in lead-in rooms unless otherwise stated. Prices are subject to change and you should confirm with us at time of booking.
The “Company”, “we”, “us” or “our” in the context of these terms and conditions means Touropa Pty Ltd. ABN 81 636 093 199.
Prices are applicable for bona fide international leisure travellers. Service providers may refuse to honour our vouchers if presented by travellers who are unable to meet local qualifications for international leisure travellers. We will not be liable for, and you release us from, any loss which may result. Prices shown in the brochure or online are only available when booked and paid for in advance in Australia. Where services are extended overseas, locally published prices may be applied.
Hotels are generally selected for escorted coach tour groups, based on availability for groups, facilities and value. In more remote areas we may need to use basic accommodation which is regarded as ‘best available’. Classifications and star ratings are based on assessments provided by tourist authorities in the countries concerned and reflect the type of facilities offered, rather than denoting a style of hotel. For more information please visit the hotel’s website.
PHOTOGRAPHS & MAPS
Photographs are intended to give a general impression only and city maps are only a guide to the location of the hotel and touring. Your actual tour, coach, sightseeing and hotel room’s photos and location may differ from what is depicted on our website.
The mention of facilities such as parking, gyms, saunas etc. does not imply that the use of these is free. Where charges apply, they will be payable locally (unless otherwise specified). Tea and coffee making facilities in rooms are the exception rather than the rule. Swimming pools, heating and air-conditioning are not necessarily available all year round.
Prices are based on lead-in twin/double share accommodation, unless otherwise stated. Requests for specific bedding types must be made at the time of booking but are not guaranteed. Double rooms may have either twin or double beds. It is common practice to link two single beds together to use as a double bed. Single rooms are often smaller than other rooms and may contain a single bed. Triple rooms usually consist of a twin or double-bedded room with an additional sofa bed, folding bed or rollaway for the third person - the room may be cramped as a result. In villas and apartments, the bedding configuration is as advised at the time of publication or booking, and is subject to change. Bedrooms in villas, apartments or similar refer to sleeping areas and do not infer that these areas afford total privacy.
TRAVELLING WITH CHILDREN
Where a child shares a room with two paying adults and stays free, an extra bed may not be supplied, and the child could be expected to share an adult’s bed. Additional charges may be levied and paid directly for child meals. Where a child discount rate is applied, the child receives a bed, normally a rollaway. When children stay in a room without two adults, the adult charge may apply.
No special provision is made for travellers with physical or mental disabilities. Some accommodation and sightseeing may involve walking or climbing stairs. Special requests, such as wheelchair suitable accommodation and touring, ground floor rooms, cabins or limited step access, must be made to us in writing, and confirmed by us in writing; otherwise any such requests cannot be guaranteed.
We, or our agents, reserve the right to refuse a reservation, or to exclude a passenger from a service whose socially unacceptable behaviour or medical condition is likely to affect the smooth operation of a service, or adversely affect the safety or enjoyment of other passengers. Any decision to refuse carriage or exclude any person on these grounds will be made without recourse, refund or compensation.
VARIATION AND CANCELLATIONS
Product descriptions were correct at the time of publication. We, or our agents, reserve the right to cancel or modify services due to events beyond our control including insufficient participants or adverse weather conditions. Where arrangements are cancelled, full refunds will be provided by us.
A deposit of $300.00 per person, sent within 3 days of making the booking, is required to secure your reservation, irrespective of the status of the booking. Failure to pay the deposit on time may result in your booking being cancelled.
Any reservation that has to be rebooked due to expiry of the booking through non-payment of a deposit will be subject to an amendment fee of $33 in addition to immediate payment of the deposit. If we are unable to confirm the initial booking the deposit will be refunded in full. You will be notified at the time of booking if any additional deposit requirements apply.
Final payment is normally due 60 days prior to departure from Australia. Bookings made over Easter, Christmas, New Year, Fair or Event Periods and other special dates or holidays may require an earlier final payment date. Exceptions to this are bookings made less than 60 days, where full payment is required immediately. Some airline tickets and/or special offers may require payment well in advance of the normal requirements. We reserve the right to cancel the booking and apply the appropriate cancellation charges where you fail to meet payment conditions. Some countries and cities impose local taxes that cannot be pre-paid. Wherever applicable these will need to be paid locally at the relevant hotels.
SPECIAL BOOKING CONDITIONS AND OPTIONS
Some services cannot be booked without monies being paid. We will advise you if this condition is applicable. A full refund for the service will be made if the booking cannot be confirmed. For some arrangements an option system is used. Once an option is advised the deposit (or full payment if applicable) must be made within 3 working days in order to confirm your booking. If payment is not received on time the option will automatically lapse.
Except as stated below, no fee will be charged for the first amendment or to extend an existing booking. For second and subsequent alterations, excluding extensions or additions, a fee of $55 per booking applies. A proposed amendment or name change may be treated as a cancellation. Any additional charges applied by suppliers are payable by you.
Due to the costs of communication and provision of documents a charge will apply for the following services:
INVOICE ERRORS OR OMISSIONS (E&OE*)
We reserve the right to correct any errors in rates quoted or calculated for any service, notwithstanding that the invoice may have been paid in full. All confirmed bookings are issued with an invoice detailing the services booked. If any service is still on request this will be indicated on the invoice.
Travel documentation will normally be issued two weeks prior to departure. Documentation will not be issued until we are in receipt of full payment. Issuance of documentation does not absolve responsibility for any outstanding payments due.
All cancellations must be made in writing through Touropa. No responsibility is taken for cancellations made directly by the client or the client’s travel agent with the service provider, regardless of whether written proof is given.
Cancellation of confirmed services forming part of an existing booking will incur cancellation fees as listed.
TOUROPA CANCELLATION FEES
Our standard schedule of cancellation fees is as follows:
If your holiday has commenced, 100% of the price is charged. There is no refund for unused services or if portions of the holiday package are missed. If you fail to check-in at your designated hotel as confirmed, 100% No Show Fee will be charged.
SUPPLIER CANCELLATION FEES
These fees may be in addition to the charges outlined above. On some occasions, hotels, airlines and other service providers offer instant purchase rates which may involve cancellation or amendment fees of up to 100% if changes occur after booking, regardless of the date of travel. Supplier charges are based on the commencement date and cost of each confirmed arrangement. Some services have cancellation fees higher than the standard scale. Charges may be up to 100% of the price paid.
ADDITIONAL CANCELLATION FEES
Some packages and services have different cancellation terms or may be non-refundable. Wherever these apply will be advised at the time of booking.
No refund will be given for any service which is not used by you due to late arrival, early departure, or by choice. This includes the failure of any transportation to operate as scheduled. We do not authorise any supplier to promise refunds on our behalf. If the price of your holiday is reduced after the deposit or payment is made, this alone will not entitle you to a refund.
Travel insurance is not included in our prices. We strongly recommend that you purchase travel insurance from your travel agent at the time of booking to cover yourself against loss of monies paid in the event of cancellation due to illness or other unforeseen circumstances; as well as for medical expenses, loss of luggage and other expenses incurred while travelling.
Contact details of our local representatives are included in documentation. Please do not hesitate to contact local representatives for any assistance with difficulties or changes. If you need to alter your arrangements once overseas or to add services to your booking you may do this through our local representative. Any additional costs incurred therein must be paid directly. We cannot be held responsible for (and you release us from) any subsequent complaint with arrangements booked directly with a supplier abroad. Cancellations of confirmed services must be notified through Touropa even if you have advised the local representative.
We endeavour to ensure that all your arrangements proceed smoothly. However, should a problem occur during your travels it is recommended and most practical for you to resolve it with the local service provider. If you are unable to resolve the matter, it should be referred to our local representative immediately. If this is not possible we should be informed immediately. If you are unhappy with your hotel room or cabin, please inform the duty manager so the situation may be rectified on the spot. If you have an unresolved complaint this should be put to us in writing detailing the efforts that were made with the local operator to resolve the issue. It is important to send this with supporting documentation within 30 days of the date of the service.
Our prices do not include tips. Tipping tour drivers and guides is customary in the countries included in this brochure. The amount of your tip is left to your discretion and should be seen as a reward for good service.
Overbooking is common practice among airlines and hotels. You need to accept that any claim arising from overbooking may only be made against the airline or hotel concerned. Without prejudice to the foregoing, we will try to protect your interest should overbooking occur.
Reasonable efforts have been made to ensure that the brochure is accurate at the time of publication. If for reasons beyond the Company’s control, and if the Company determines in the interest of safety and security or for operational reasons to change your package arrangements, modify or cancel scheduled services and/or accommodation, either in whole or in part we reserve the right to do so, and will endeavour to provide alternative arrangements of the same standard as that originally booked where necessary.
COSTS NOT INCLUDED IN PRICES SHOWN
Unless otherwise stated in writing at the time of booking, airfares, visa and passport costs, travel insurance, optional activities, vaccination and medical expenses, excess baggage, airport departure taxes, local government taxes, laundry, postage, phone calls, fax/email charges, beverages, items of a personal nature, porterage, tips and meals are not included on the itinerary and are your responsibility.
Touropa Pty Ltd is not itself a carrier or hotelier; nor do we own aircraft, hotels, coaches or cruise vessels. The services that we supply consist of arranging and coordinating accommodation, tours, cruises and transfers, making bookings and issuing vouchers to be redeemed by suppliers. We exercise reasonable care in the selection of reputable airlines, tour operators, coach operators, hotels and other suppliers of the various travel services used in these services. It is important to note, therefore, that all bookings with Touropa are subject to the terms and conditions and limitations of liability imposed by airlines, coach operators, hoteliers, and other service providers including but not limited to shipping, rail, car hire and restaurant operators, whose services we utilise, some of which limit or exclude liability in respect of death, personal injury, delay and loss or damage of baggage. We always do our best to ensure that your holiday arrangements are satisfactory, and we accept liability for, but only to the extent of, any reasonably foreseeable loss or damage sustained by you as the result of our negligence, or that of our employees or agents. However, the Company does not accept any liability of whatever nature for the acts, omissions or default whether negligent or otherwise, of those airlines, coach operators, shipping and cruise companies, hoteliers or other persons providing services in connection with your services pursuant to a contract between themselves and yourself (which may be evidenced in writing by the issue of a ticket, voucher, coupon or the like) and over which the Company has no direct and exclusive control. The Company does not accept responsibility in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or other events which is beyond its control, or which are not preventable by reasonable diligence on the part of the Company, including but not limited to war, civil disturbance, terrorism, fire, flood, unusually severe weather, acts of God, acts of Government or any other authorities, accidents to, or failure of machinery or equipment, or industrial action (whether or not involving our employees and even though such actions may be settled by acceding to the demands of a labour group).
You should familiarise yourself with any health, passport or visa requirements that may be applicable in the areas that you intend visiting. You are responsible for all entry, exit, health and other documents required by law, regulations, orders, demands or requirements of the countries visited or transited. We will not accept liability for (and you release us from) any loss or expense due to your failure to comply. You will be liable for any additional costs incurred (whether by the client or by Touropa on the client’s behalf), as a result of failure to comply with such requirements. You accept that you may be travelling through areas of political or climatic instability, high altitude and remoteness without proper medical services, and accept the associated risks. It is your duty to inform your Agent of any circumstances of which we should be aware, such as medical conditions and other facts which could impact on the smooth running of your travel arrangements. The making of a booking constitutes your acceptance of all booking terms and conditions as described herein and forms the basis of your contract with Touropa.
TRAVEL AGENT’S RESPONSIBILITY
Travel agents are responsible to advise us of any specific requirements you may have and to communicate to you any changes or alterations advised to them by us. It is the responsibility of the travel agent to ensure all invoice details are correct and that you are made aware-of and acknowledge all booking conditions. No representation made by your travel agent to you concerning the quality, location, or any other matter in relation to the services and facilities provided by us shall bind the Company unless your travel agent has been expressly or impliedly authorised by us to make such a representation.
Touropa predominantly partners with Europamundo to offer tours throughout Europe, America and Asia. As such, there are items which compliment the above terms and conditions. Booking with Touropa also constitutes acceptance of the below items.
MEETING POINT OR DEPARTURE POINT
Unless otherwise stated, the starting point for the beginning of a tour is the hotel, if this was booked as an additional night or as a stop-over or end-point for another Europamundo itinerary. It is very important that travellers check the place of departure on their voucher. No shows at that place on the date and time confirmed can involve losing the purchased services without any right to a refund of the same, with a lack of punctuality incurring the same consequences, both at the beginning of a tour and during the course of the same.
ASSISTANCE – TOUR GUIDES
All our overland routes, unless otherwise noted, include the support of accompanying tour guides (English speaking) and local guides, if so specified. On some tours, according to the number of passengers, the service may be provided in bilingual (usually in English and Spanish). There will be no assistance from any guides on additional nights, either at the beginning or end of the tour. If the customer undertakes a sector of a circuit, the assistance of the guides begins at the moment when the group that constitutes the tour arrives in the place where the passenger will join it.
Full details of the hotels are available in the catalogue and on our website www.europamundo.com. While this information is indicative of the standard of planned hotels, the final list of hotels that are confirmed for the trip can be checked via the “My Trip” website before starting the circuit. We might be obliged to replace the foreseen hotel, in some cases especially during the high season, with other similar of the same category before arriving at the destination. It is important to print the definitive list of hotels 48 hours before the start date. The passenger is responsible for all damages caused in the hotels / coaches, for injuries caused to other passengers and third parties, as well as for fines and expenses that Europamundo is obliged to pay to the authorities on their behalf.
The possibility of hiring “Additional Nights” is only valid for travellers who purchase tours with Europamundo, provided that these nights immediately precede or are a direct extension of our tour. Given that Europamundo has no rooms reserved in hotels for these additional nights, we cannot guarantee either the rate (which in periods of high hotel occupancy or difficulty may vary), or the hotel that is booked, which in many cases will be confirmed last minute. Although you may book a maximum of 4 extra nights at the beginning and/or end of the tour, Europamundo recommends you only book a night when you need it. The necessary conditions to host groups that our hotels must fulfil sometimes require these to be far from the city centre, so we suggest you analyse alternatives through your Travel Agency that may be more convenient for such extra nights.
Included transfers for the trip are specified on a tour by tour basis. In the event that transfers are included, these could be private or shared with other passengers. They may be provided from hotel to hotel or from the airport / train station / port in the city where the passenger will join the tour to the hotel (or vice versa), not private addresses, at the beginning or end of the trip. A passenger will lose the right of the transfer if he arranges nights in between, before and/or after through a different travel company or if the airport / port is located at a distance further than 40 km. The information must be supplied by the passenger and be correct on the flight / train number or hotel name, being the passenger or the travel agent’s responsibility. The driver will wait a maximum of 1 hour time. In case the passenger is retained or delayed due to any cause inside the airport, he should call the transfer contact number provided in the voucher.
The services provided by Europamundo are overland and are made by coach, with the size of the vehicle being adapted according to the number of passengers. Europamundo does not have coaches with access ramps for wheelchairs. If the number of registered participants on a circuit is very low, in order to fulfil our commitment of “Guaranteed Departures”, Europamundo may provide as a transport a private vehicle or minivan driven by our guide. Likewise, a section of the trip could be undertaken by regular train, airplane, bus or cruise, in which case, customers will not be assisted by an accompanying tour guide. On numerous routes, there will be one or more changes of coach / guide during the tour.
Toilets on coaches: Many coaches do not have a toilet. Where toilets are available, travellers are asked to limit its use (due to odours and absence of places where emptying and cleaning). Some coaches are fitted with toilets provided on a fee-paying basis (thus allowing free but moderate usage). In tours with this logo you will change bus / guide one or more times throughout your circuit.
LUGGAGE - LIMITS OF RESPONSIBILITY
The luggage allowed for each passenger on our tours is limited to one piece of a maximum of 30 kg. per person (note airlines and trains have their own limits, normally lower, to be respected). Europamundo may refuse to accept excessively bulky luggage. Europamundo is only responsible for the luggage, one piece per person and with the limits of the insurance policy included, when it is travelling inside the coach trunk (not allowed to leave it inside overnight). The passenger is fully responsible for its luggage during the entire journey except in the above mentioned case. In the event that passengers travel with luggage that has or includes a higher value than is covered in the included insurance policy, we recommend making a declaration for these items before starting a tour and purchase through his travel agency an additional insurance policy with higher coverages. It is allowed to take a bag or day-pack (without wheels) in the coach cabin, although the passenger is responsible for their custody. Never leave your belongings on the bus; take them with you, even at the stops, because Europamundo shall not be responsible for loss or theft, nor for your personal belonging left or forgotten on the coach.
Many of our tours have a meal schedule. The different nationalities and cultures who cohabit in our groups make it impossible to satisfy all preferences, due to which Europamundo chooses menus in keeping with the destination visited on occasions, although the majority are international cuisine. It is possible to see the restaurant list and menu type on each tour on our web page www.europamundo.com . Due to the condition of group travel, it is not possible to reserve special petitions and there shall be no reimbursement if the traveller does not consume the meals included.
Europamundo has arranged a basic travel insurance policy with Europ Assistance for all its passengers. This insurance provides coverage from the time that the provided services by Europamundo commence and continues until their completion (not including public transportation to join the tour such as airline services). Europamundo cannot assume any liability in cases where the insurance Co. considers that the policy does not cover the expenses claimed by the traveller, regardless of the reason that may lead to such a situation. There is a coverages extract in the page 5 of this catalogue and the full detail with the limitations, obligations and exclusions can be checked in the My Trip website. For passengers own safety, Europamundo carefully recommends purchasing an optional insurance in addition to the one included in the tours.
In the event that an emergency arises during the tour, the passenger should inform as soon as possible the accompanying tour guide. Furthermore, Europamundo provides a 24 hour emergency telephone service according to the destination country for urgent and important matters, which passengers can use, and details can be found on their voucher. Non-urgent matters will not be dealt with on these calls, and nor will they respond to questions that do not relate to emergencies en route (reservations, rates, questions about availability, etc.).