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Terms & Conditions These booking conditions were published in October 2004 and apply to all bookings made thereafter. They form the basis of your contract with Naturally Africa Limited and you should therefore read them carefully. Where we act as an agent only (e.g. international flight arrangements) your contract will be with the supplier of the service concerned and we cannot accept any liability for those services. The booking conditions of the supplier(s) concerned will apply to your booking and these will be provided to you. No contract exists until we send written confirmation of the booking to you. Booking Procedure Bookings can be made in person, or in writing. When booking you must complete the booking form which must be signed by the lead passenger on behalf of your whole party accepting these booking conditions. The lead passenger will be responsible for all payments in respect of the booking. At the time of booking Naturally Africa requires a deposit of 50% of the costs, or the full amount if within ten weeks of departure. The balance of the full amount will be required ten weeks before your departure. If the balance is not paid in time we reserve the right to cancel your holiday and retain your deposit. Sometimes we are unable to confirm certain arrangements straight away (e.g. when accommodation is only available on request). In this case, a contract for the services concerned will only come into existence once we have specifically confirmed those services have been booked even if we have issued a receipt in the meantime. Please ensure you check all the details of your receipt/invoice and inform us straight away if anything appears to be incorrect, as it may not be possible to make changes at a later stage. Your Financial Protection Naturally Africa Limited fully complies with the Package Travel Regulations (1992) to ensure that your money is protected. We are also a registered company (number 5166643). Payment for holiday arrangements and packages booked through Naturally Africa Limited will be held in a client trust account, in accordance with English Law, to ensure your protection in the unlikely event of our failure to fulfill the booking agreement subject to the terms and conditions. Our flight providers all hold an Air Travel Organisers Licence (ATOL) issued by the Civil Aviation Authority. Insurance We strongly recommend that you take out full, comprehensive travel insurance both for protection against misfortune that can occasionally occur and for your own peace of mind. Please remember that your deposits are non-returnable, so it is wise to take out insurance at the time of booking. We are able to offer extremely competitive insurance through a travel insurance specialist. Details are available on request. Flights and Travel Services Naturally Africa will be happy to help you with your flight arrangements using an ATOL bonded flight provider. If you chose to accept the flight option that we have sourced you will become a direct customer of the flight provider. The flight provider will inform you of the deposit required for the flights and will notify you of the date that the balance is due. If full payment is made at the time of booking no increase will apply should the airline costs or departure tax be increased. However, if only a deposit is paid the full increase of flight and/or departure tax is due on payment of the balance. Please refer to the terms and conditions of the flight provider, regarding changes or cancellation. Complaints about your flight should be referred to the airline or flight provider. Please note the timings of air, sea and rail departures given on booking are estimates only and are subject to change. You must check your tickets carefully to ensure you have the latest timings. Tickets and Travel Documents Tickets and Travel documents, unless collected from us, are normally dispatched by normal Royal Mail services within 7-10 days prior to departure. If you require the added speed and security of data post or courier service this can be arranged and the cost of this will be added to your invoice. We cannot accept any liability for late or lost tickets if normal post is used. Special Requests and Medical Conditions If you have any special requests, please inform us as soon as possible in writing, and preferably at the time of booking. Although we will endeavor to meet any such request, we regret that we cannot guarantee to do so. Failure to meet such special requests will not be a breach of contract on our part. If you have any medical conditions or disability which may affect your chosen travel arrangements you must advise us in writing at the time of booking giving full details. We will pass those details on to the relevant suppliers/service providers. However, if we, or the service provider feels unable to properly accommodate your particular needs, we/the relevant supplier reserve the right to decline/cancel the booking. Pricing Naturally Africa and the service providers have the right to increase, or decrease the prices of unsold holiday and travel arrangements at any time. The current price will be confirmed at the time of booking, although we reserve the right to correct errors thereafter. All accommodation prices are shown in pounds sterling and are per person per night unless otherwise stated based on 2 people sharing a room. The price of your travel arrangements can vary due to changes in currency exchange rates, government action such as changes in VAT, or any other factors beyond our control. We will do our best to absorb any increases before passing them on to our customers, but we may be forced to make a surcharge in these circumstances. Where any surcharge has to be paid it will be payable with the balance of the cost of the arrangements in question, or when specified on the surcharge invoice, whichever is the later. The service provider can also increase prices. We will notify you of any increases as soon as we become aware of them. You may then have the option to pay in full immediately to secure the rate applicable at the time of booking, or pay the increased fare by making payments on the original balance due date. Brochure Accuracy Every care has been taken to ensure that the details in our brochures and on our website are correct at the time of printing, or publishing. If we are informed of any changes to these details we will try to advise you before your departure. However, it is possible that accommodation suppliers, excursion operators etc. may suddenly withdraw a facility temporarily or otherwise. This is regrettably beyond our control and we are unable to accept liability. Passports, Visa and Health Requirements Details of the passport, visa and health requirements, as applicable to British Citizens, are available on our website. Non British Citizens and British Citizens not holding a full passport must consult their Embassy, Consulate, or the British Foreign Office to check the applicable requirements. Clients with any existing medical problems should consult their doctor. Requirements may change and you should check the up to date position in good time before departure. It is your responsibility to obtain proper and detailed medical advice and to ensure that you have the correct visa documents to gain access, or pass through, any country or region included in the travel arrangements that you have purchased. If you fail to do either we have no liability to you, for any cost, loss or damage which you suffer as a result and nor will we refund the cost of any unused portion of your travel arrangements. Amendments by You If after booking you wish to make changes to your travel arrangements we will do our best to accommodate your request. We will need your request to be confirmed in writing by the person who signed the booking form. There will be a £25 per person administration fee and you will also be asked to pay any costs we incur in making the changes. Please note that no credit or refund will be due for any unused services provided in the cost of your holiday. If you decide to alter your travel arrangements whilst abroad this is your own responsibility and neither Naturally Africa Limited, nor the Company’s Agents are responsible for any extra costs, or difficulties that may arise with onward travel as a result of such alterations. Cancellation by You You, or a member of your party, may cancel your travel arrangements at any time. We must receive written notification from the person who signed the booking form. Since we incur administrative costs in canceling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below.
Depending on the reason for cancellation, you may be able to reclaim these cancellation fees, less any excesses, under the terms of your insurance policy. However, cancellation charges must be paid before they can be claimed from insurers. Please note that some airline tickets have a 100% cancellation charge. Changes by Us / Service Providers It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally changes may be made and we reserve the right to do so at any time. Most of these changes are minor and we will advise you as early as possible. Should we need to make any major changes, for example to your booked accommodation, we will give you the option to purchase an alternative of a comparable standard if available and paying or receiving a price refund in respect of any price difference. Alternatively, you may cancel your travel arrangements and receive a full and prompt refund of all monies paid to Naturally Africa Limited. Service providers generally reserve the right to change arrangements both before and after a booking has been confirmed. We will notify you of any changes as soon as we are notified of them but we cannot accept any liability in relation to any change. Cancellation by Us / Service Provider It is very unlikely that Naturally Africa will need to cancel your travel arrangements. However, should a situation occur where cancellation is necessary we reserve the right to do so. This may be as a result of war, threat of war, riot, civil strike, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions or other circumstances amounting to force majeure. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid, or accept an offer of alternative travel arrangements of comparable standard from us, if available. Service providers generally reserve the right to cancel arrangements at any time. We will notify you of any cancellation as soon as we are notified of it, but we cannot accept any liability in relation to any cancellation. We will not be held responsible if the rare occasion should arise, where a service provider goes into liquidation/receivership Complaints Naturally Africa, our suppliers and their staff will make every effort to ensure that your holiday is enjoyable. However, if you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) or our representative/agent (where there is one) within 24 hours to put things right. If your complaint cannot be completely resolved locally, you must contact Naturally Africa by email (info@naturallyafrica.co.uk), or telephone (+44 (0)207 278 0729) from Africa. We will then try to resolve the problem for you. It is only if our suppliers and Naturally Africa are aware of a problem at the time it occurs that we will have the opportunity to put things right. Failure by you to notify us and our suppliers of any difficulties may seriously affect your legal rights. It may even result in any refunds, or compensation to which you may be entitled, being reduced or extinguished. If the problem cannot be resolved in the above manner your written complaint must be registered with Naturally Africa within seven days of leaving your accommodation, or completing your tour (even if you have not returned home). Please quote your booking reference and provide all other relevant information and documentation. Correspondence will be acknowledged and dealt with in accordance with English Law. Please bear in mind our need to investigate matters raised with suppliers or agents involved. Disputes arising out of, or in connection with this contract, which cannot be settled amicably, may (if you wish) be referred to arbitration under a special scheme which, though devised by arrangement with the Association of British Travel Agents, is administered quite independently by the Chartered Institute of Arbitrators. Full details of the scheme can be obtained from the ABTA at Newman Street, London, W1T 3AH. Tel: 020 7307 2043 or www.abta.com. Liability Naturally Africa accepts no responsibility for the failure of the airline, flight provider, our suppliers or ground agents. In the event that we should be liable under any term of the contract our liability in all cases shall be limited to a maximum of the price of your holiday (excluding international flights, insurance policies and amendment charges). Additional Information In many locations insects in the rooms are almost inevitable. It should by no means be taken as an indication of poor hygiene, simply as a fact of life at this destination. Our suppliers and service providers aim to ensure the highest standards of safety and hygiene are met. However, whilst traveling in Africa you should not expect that the standards will always be the same as those that must be complied with in Britain and Europe. A third or fourth person in a room may either share existing beds, or may have extra beds (that may be of a camp bed style) provided, and conditions may be cramped. Conduct and Behaviour Naturally Africa aims to ensure that our activities are responsible, have minimal impact on the destinations in which we operate and where possible benefit the local communities, and natural environment. We appreciate your help in achieving this objective. We expect you to behave responsibly and appropriately. If the staff of Naturally Africa, a resort, or agent believe your conduct to be disruptive, dangerous, or an annoyance to other customers, employees, or another third party, we reserve the right to terminate your holiday. We accept no liability for any cost, loss or damage which you may suffer in these circumstances, nor will we refund the cost, nor compensate you for any unused portion of your travel arrangements. |
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