(Reviewed June 2023)
Some of our holidays also have specific terms relating to cancellation charges, which supersede those charges listed here. These will be listed on your quote but can also be found in the Dates and Prices Section of any holiday page, under Terms. Please refer to this section as well as the booking conditions below..
Please note that the prices and booking conditions published on our website supersede those printed in any of our brochures.
The following booking conditions together with the general information contained in our brochures and websites (where applicable to your holiday) form the basis of your contract with The Artisan Travel Company Limited t/as Artisan Travel members of ABTA. Please read them carefully as they set out our respective rights and obligations. In these booking conditions, “you” and “your” means all persons named on the booking or any of them as applicable (including anyone who is added or substituted at a later date) and “departure” means the start date of the holiday arrangements you have booked with us. “We”, “us” and “our” means The Artisan Travel Company Limited t/as The Aurora Zone.
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018.
Therefore, you will benefit from all EU rights applying to packages. The Artisan Travel Company Limited will be fully responsible for the proper performance of the package as a whole.
Additionally, as required by law, The Artisan Travel Company Limited has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found by clicking here.
The full Package Travel and Linked Travel Arrangements Regulations 2018 can be found by clicking here.
You may book with us directly or through one of our authorised travel agents. Where you book through a travel agent, we will communicate with them in relation to your booking and you should do likewise. Receipt by your authorised travel agent of notifications, messages, requests or complaints intended for us will be treated as receipt by us. However, we are not responsible for any advice given to you by your travel agent that did not originate from us.
Except for flight-inclusive bookings, all monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until a contract between us comes into existence. After that point, your agent will hold the monies on our behalf until they are paid to us. For flight-inclusive bookings, all monies paid to any authorised travel agent of ours for your holiday with us will be held on behalf of and for the benefit of the Trustees of the Air Travel Trust subject to the travel agent’s obligation to pay such monies to us in accordance with our trading terms unless we fail. In the unlikely event of our financial failure, all monies then held by the travel agent or subsequently paid by you to the travel agent will be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation on the agent to pay such monies to us.
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. Period before departure within which written notification of cancellation is received by us (cancellation charge per person cancelling):
– Up to balance due date (This is normally 12 weeks prior to departure however some holidays differ. If this applies to your holiday you will be advised at the time of booking) – Loss of deposit (including the full cost of flights or other services where paid at the time of booking)
– between balance due date and 43 days prior to departure – 50%
– 42 to 15 days prior to departure – 75%
– 14 or less days – 100%
These are our standard cancellation terms and if the holiday you are booking differs it will be detailed in the terms section on the specific holiday web page and also highlighted on your holiday quote. Any cancellation terms detailed on your quote supersede those mentioned here.
Please note: no refunds will be given in respect of activities which you book and then do not take part in whilst on holiday (for example you miss the start time of the activity because you have overslept, are hungover or under the influence of drugs or simply change your mind).
If you wish to transfer your place on your booking to another person (introduced by you), you may do so provided the person to whom you are transferring your place satisfies all conditions which form part of your contract with us. Requests for a transfer must be made not less than 7 days before departure and must be accompanied by the name and other applicable details of the person who is intended to replace you. A transfer may not be possible if there is a waiting list for places in which case the available place must be offered to the next person on that list. 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 together with an amendment fee of £20 must be paid before the transfer can be affected. For flight-inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines have restrictions on name changes once confirmed and many do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of repurchasing the flight at its current price (subject to availability).
If you wish to partake in any watersports you must be able to swim at least 25 metres. If you wish to participate in any of our scuba diving programmes please consult your doctor prior to departure with particular regard to medical history, medication and any pre-existing conditions such as perforated ear drums, high blood pressure, asthma etc. You may be required to provide evidence of scuba diving or other qualifications prior to being allowed to take part in scuba diving or other activities. We will advise you if this is the case. If you fail to produce such evidence when it is requested, you will not be allowed to participate in the activity concerned. In the event of this we will not provide any refunds or compensation or pay any expenses which you may incur as a result.
Please note: some of the activities we offer (for example but not limited to White Water Rafting, Canyoning, Hydrospeeding, Rock Climbing, Kayaking, Mountain Biking or Cycling, Via Ferrata, Trekking, Gorge Scrambling, Abseiling, Canoeing, High Ropes Courses, Caving, Skydiving, Tubing, Tyrotrekking, Horse Riding, River Trekking, Watersports, Sailing, Dog Sledding, Snowmobiling, Cross Country Skiing, Downhill Skiing, Snowboarding, Ice Climbing, Snowshoeing, Tobogganing, Snow Rafting or similar), carry their own inherent risks and by booking such activities you acknowledge that you are exposing yourself to such risks.
In order to participate in our holidays, all guests must be able to understand instructions given in English. These instructions may be delivered verbally or in writing and will include vital safety information and ongoing instruction during activities.
Dietary requests and allergies – We are always happy to pass on any standard dietary requests (gluten free, vegetarian etc) or requirements based on medical or religious grounds, but we cannot guarantee availability, especially on flights. It is also your responsibility to double check and reconfirm any requirements with all holiday suppliers.
Bed configuration – Please be aware that when a double room is requested, in some hotels this may mean two single beds pushed together (either with one double or two single duvets). The arrangements provided for triple/family rooms may vary and may include a sofa bed or similar. This depends on the accommodation.
The National Travel Health Network and Centre has also produced a fact sheet on carrying medication, as some drugs which may be legal in the UK are prohibited in other countries.
It is your responsibility to contact the relevant foreign embassy to clarify any restrictions before travel.
The NaTHNaC fact sheet can be found here: www.travelhealthpro.org.uk/factsheet/43/medicines-abroad. Unless there are restrictions imposed, you should carry all essential medicines in your hand luggage in case of any delays with your hold bags.
Dated: 26 February 2019