We sell and provide bespoke tours, either as a single service (“Bespoke Tour Single Service(s)”) or as a package (“Bespoke Tour Package(s)”).
In these Booking Conditions references to "you" and "your" include the first named person on the bespoke tour and all persons on whose behalf a bespoke tour is made or any other person to whom a bespoke tour is added or transferred.
These Booking Conditions, together with our Privacy Policy and, where your bespoke tour is booked via our website, our Website Terms of Use, together with any other written information brought to your attention before we confirmed your bespoke tour, form the basis of your contract with either:
I. Rabbie’s (Ireland) Limited, Block 3, Harcourt Centre with registered address Harcourt Road, Dublin 2 D02 A339 and company number 634982 (“Rabbie’s Ireland”) who provides both Bespoke Tour Single Services or Bespoke Tour Packages;
II. Rabbie’s Experiences Limited, with registered address 22 Rose Street, Edinburgh, EH2 2QA and company number SC746312 (“Rabbie’s Experiences ”) who provides Bespoke Tour Packages; or
III. Rabbie’s Trail Burners Limited, with registered address 22 Rose Street, Edinburgh, EH2 2QA and company number SC164516 (Rabbie’s Trail Burners”) who provides Bespoke Tour Single Services;
Rabbie’s Ireland, Rabbie’s Experiences and Rabbie’s Trail Burners together (“we”, “us”, “our”), where applicable.
At the time of your booking, you will be informed who your contract is with (either Rabbie’s Ireland, Rabbie’s Experiences, or Rabbie’s Trail Burners) and which section of these Booking Conditions (Section B, Section C or Section D) applies to your bespoke tour.
I. Section A contains the conditions that will apply to all Bespoke Tour bookings.
II. Section B contains the conditions which apply to your Bespoke Tour Single Service or Bespoke Tour Package provided by Rabbie’s Ireland;
III. Section C contains the conditions which apply to your Bespoke Tour Package booking provided by Rabbie’s ;
IV. Section D contains the conditions which apply to your Bespoke Tour Single Service booking provided by Rabbie’s Trail Burners
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
I. he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
II. he/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
III. he/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
IV. he/she accepts that where they are not resident within the United Kingdom or within the European Union, certain rights which are afforded to such residents, may not be afforded to themselves- please see conditions 19, 27 and 34 for further information; and
V. he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
This section applies to all bookings made with us. Please read this section in conjunction with the relevant section below depending on who your booking is made with.
We will require a 20% deposit to confirm your booking and such deposit may be non-refundable (of which will be confirmed to you at the time of booking). If a deposit is refundable, we will confirm the specific terms that apply (such as when it can no longer be refunded) at the time of booking. Please also see clause(s) 24 and/or 31 (as applicable) for further detail.
We reserve the right to amend advertised prices at any time, in particular those listed on our website. We also reserve the right to correct errors in both advertised and confirmed prices. You must check the price of your chosen travel arrangements at the time of booking.
Please note additional terms will apply to pricing for Bespoke Tour Packages sold by either Rabbie’s Ireland (please see section B, condition 22 for additional terms) and Rabbie’s Experiences (please see section C, condition 29 for additional terms).
We endeavour to ensure that the descriptions, information and prices both on our website and in our advertising material are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the bespoke tour that you wish to book before you make your booking.
Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, 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 or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) control.
Any special requests must be advised to us at the time of booking (e.g. diet, room location, a particular facility at a hotel etc.). You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.
If you are forced to return home early, we cannot refund the cost of any part of your bespoke tour which you have not used. If you cut short your bespoke tour and return home early in circumstances where you have no reasonable cause for complaint about the standard of the travel services provided we will not offer you any refund for that part of your bespoke tour not completed or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
Accommodation ratings are displayed as provided by the relevant supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation or other elements which make up your bespoke tour. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.
We make every effort to ensure that your Bespoke Tour runs smoothly but if you do have a problem during your bespoke tour, please inform the relevant supplier (e.g. your hotelier, tour guide) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact feedback@rabbies.com.
If the problem cannot be resolved and you wish to complain further, you must send an email of your complaint to feedback@rabbies.com, ideally within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this condition may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.
We are not a specialist disabled travel company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect the enjoyment of your bespoke tour, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen bespoke tour. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your Bespoke Tour with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
We, along with our suppliers or our supplier’s staff, reserve the right to refuse to carry any person if we find it appropriate to do so. If you have any concerns regarding other travellers during your holiday, please contact your Rabbie’s representative immediately. Failure to do this may affect ours and the applicable supplier’s ability to address your concerns.
In either of the cases mentioned above, full cancellation charges shall be applied by us and we shall have no further liability to that passenger or to any person travelling with them.
Excursions or other arrangements that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other arrangement that you book, your contract will be with the operator of the excursion or arrangement and not with us. We are not responsible for the provision of the excursion or arrangement or for anything that happens during the course of its provision by the operator.
We can only provide general information regarding entry, passport, visa, health and immigration requirements health formalities applicable to your Bespoke Tour itinerary. It is your responsibility to check such requirements (in good time before departure), in order to make your decisions and/or fulfill such requirements and check any information regarding your destination or country(ies) through which you are travelling.
Such information which you may need to check includes (but is not limited) passport requirements including (but not limited to) how valid your passport must be after return date or whether your passport must be machine readable (for USA travel).
You must check requirements for your own specific circumstances with the relevant bodies as applicable. We have provided a few useful resources below, though it is your responsibility to check and see if such body would be relevant to yourself.
· the Foreign, Commonwealth and Development Office (“FCDO”, https://www.gov.uk/travelaware) (applicable to UK residents);
· UK Passport Office (0870 5210410 or https://www.gov.uk/browse/citizenship.
· The Department of Foreign Affairs (“DFA”) (applicable to Irish residents);
· Embassies, High Commission and/or Consulates;
· own doctor
For UK residents booking European travel, you should obtain a UK Global Health Insurance Card (UK GHIC) prior to departure unless you are able to rely upon an existing European Health Insurance Card (EHIC). For travel to Norway, Iceland, Liechtenstein and Switzerland, UK GHIC and EHIC can not be used for medical treatment. Passengers to these destinations should obtain comprehensive medical insurance prior to departure, including cover for emergency medical treatment and associated costs.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any entry, passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any entry passport, visa, immigration requirements or health formalities.
Many of the services which make up your bespoke tour are provided by independent suppliers. These suppliers provide these services in accordance with their own terms and conditions which will form part of your contract. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
Unless otherwise notified, you are restricted to one medium sized suitcase/bag similar to airline standard carry-on luggage, with a maximum weight of either 14kg (31lbs) or 20kg (44lbs).
As a guideline, the dimensions of a 14kg bag should be approximately 55cm x 45 x 25 (22ins x 17 x 10). You can also bring a small, lightweight bag for personal items to carry with you on the vehicle.
As this is a legal requirement, we reserve the right to refuse to carry luggage over this weight/size and may refuse travel for passengers who do not have arrangements in place to store excess baggage. Please see our FAQs for information on luggage and storage facilities
Though luggage is carried free of charge (at the own risk) please note:
I. it is the your responsibility to ensure that luggage is fit for travel, i.e sturdy and waterproof;
II. you must be able to lift your own luggage; and/or
III. you may have to carry your bag to and from your accommodation.
If, whilst you are taking part in your bespoke tour, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.
Where a United Kingdom resident books a Package with us, such Packages are governed by the Package Travel and Linked Travel Arrangements Regulations 2018, as amended (“PTRs”) which confirms that certain rights are required to be afforded to consumers by us. Please note, where you are not a United Kingdom resident, such rights may not be afforded to your booking. Please contact us for further information.
Where a European Union resident books a Package with us, such Packages are governed by The Package Travel Directive (2015/2302/EU) (“EU Travel Directive”) which confirms that certain rights are required to be afforded to consumers by us. Please note, where you are not a European Union resident, such rights may not be afforded to your booking. Please contact us for further information.
I. Please note this condition 20 applies to both Bespoke Tour Single Services and Bespoke Tour Packages. Additional responsibilities are also outlined in the individual sections (Section B, C and D) depending on what you are booking (Bespoke Tour Single Service(s) or Bespoke Tour Package(s)) and who you are booking with (Rabbie’s Ireland, Rabbie’s Experiences or Rabbies Trail Burners). Therefore please read this condition 20 in conjuncture with the additional applicable Responsibilities conditions located further down in these Booking Conditions.
II. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
a. the acts and/or omissions of the person affected; or
b. the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and unforeseeable; or
c. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
III. We limit the amount of compensation we may have to pay you if we are found liable under this condition:
a. loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
b. Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
c. Claims in respect of international travel by air, sea and rail, or any stay in a hotel:
i. Where applicable, the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions such as The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of this Convention from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.
ii. Where applicable, when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
IV. It is a condition of our acceptance of liability under this condition that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
V. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
VI. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:
a. 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
b. relate to any business:
c. indirect or consequential loss of any kind.
VII. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website or in any printed material we may produce. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
This section only applies to bookings provided by Rabbie’s Ireland, in either a Bespoke Tour Package or Bespoke Tour Single Service. Bespoke Tour Package bookings afford consumers different rights than Bespoke Tour Single Services. Therefore we have made it clear where these rights and Rabbie’s Ireland obligations to you differ, depending on whether you have booked a Bespoke Tour Package or Bespoke Tour Single Service.
Please read this section in conjunction with Section A of these Booking Conditions.
Where your booking is for a Bespoke Tour Package that Rabbie’s Ireland has organised, as defined below, Rabbie’s Ireland will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel Directive (EU) 2015/2302 (“EU PTRs”), as outlined in this Section B of these Booking Conditions.
A “Package” exists if you book a combination of at least two different types of the following separate travel services, for the purpose of the same trip or tour:
(a) transport;
(b) accommodation;
(c) rental of cars, motor vehicles or motorcycles (in certain circumstances); or
(d) any other tourist service not intrinsically part of one of the above travel services;
provided that those separate travel services are purchased together from a single visit to our website / email exchange/ during a single phone call and/or through email enquiries with our telephone booking line and are selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.
IMPORTANT NOTE: Please note that:
a. where you have booked a Bespoke Tour Package that lasts for less than 24 hours and which does not include overnight accommodation; or
b. where you have made a booking which consists of not more than one type of the travel services listed at (a) – (c) above, combined with one or more tourist services (as listed at (d) above), this will not create a Bespoke Tour Package where the tourist services:
- do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
- are selected and purchased after the performance of the transport, accommodation or car rental has started.
These bookings will be treated as a Bespoke Tour Single Service booking and will not be afforded the benefit of the rights under the EU PTRs. Therefore we will make clear in this Section B where such rights differ.
We reserve the right to increase the price of confirmed Bespoke Tour Packages solely to allow for increases which are a direct consequence of changes in:
(i) the price of the carriage of passengers resulting from the cost of fuel or other power sources;
(ii) the level of taxes or fees chargeable for services applicable to the itinerary imposed by third parties not directly involved in the performance of the itinerary, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
(iii) the exchange rates relevant to the package.
Such variations could include but are not limited to cost changes which are part of our contracts with transport providers.
You will be charged for the amount of any increase in accordance with this condition. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed Bespoke Tour Package (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another Bespoke Tour Package if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
Should the price of your Bespoke Tour Package go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee. The administration fee will be based on our costs to make such change and will be confirmed to you before such administration is carried out. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Please note, this condition 22 does not apply to Bespoke Tour Single Services, please see condition 3 instead.
If you wish to change any part of your booking after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change.
Where we can meet a request, all changes will be subject to payment of an amendment fee. The administration fee will be based on our costs to make such change and will be confirmed to you before such administration is carried out. In addition, you may also be required to meet any extra costs incurred by us (and any costs or charges incurred or imposed by any of our suppliers) in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee will be payable in accordance with condition 23.
Transfers of bookings
If, once your booking is confirmed, you are unable to travel for any reason then we will allow you to transfer your booking to someone else (introduced by you, and who satisfies all of the conditions applicable to the booking) provided that:-
i. we are notified of this in writing at least 7 days prior to departure;
ii. an administration fee per person transferring (as advised by the Company) is paid;
iii. you and/or the transferee make payment of any costs and charges incurred by us and/or imposed by our accommodation providers or other suppliers, and
iv. the transferee agrees to these conditions and all other terms of the contract between us.
For the avoidance of doubt, no transfer requests or changes will be finally confirmed until full payment of all applicable charges referred to above have been received by the us.
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it.
Should one or more member of a party cancel, it may increase the per person price of those still travelling and you will be liable to pay this increase.
In the event of cancellation by you, cancellation charges will be payable, as set out below:
|
Period before tour departure in which you notify us |
Cancellation Charge |
|
More than 13 weeks/91 days before tour date |
0% (or deposit as applicable*) |
|
cancellation 90 to 65 days before the tour date |
30% of the price |
|
cancellation 64 to 35 days before tour date |
70% of the price |
|
cancellation less than 35 days before the tour date or ‘No show’ |
100% of the price |
*In some cases, the deposit made in relation to your booking may be non-refundable (as per condition 3 above). Whether your booking incurs a non-refundable deposit will be confirmed to you at the time of booking.
Please note that insurance premiums and amendments charges are not refundable in any circumstances.
Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
Cancellation By You Due To Unavoidable & Extraordinary Circumstances:
Where you have booked a Bespoke Tour Package, you may terminate the Bespoke Tour Package contract at any time before the start of the package without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at the place of destination or its immediate vicinity which will significantly affect the performance of the package or carriage to your Bespoke Tour Package destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. You must be able to show at the time you wish to cancel that there is no reasonable possibility of your Bespoke Package Tour going ahead, in order to rely on this condition.
For the purposes of this condition, “unavoidable and extraordinary circumstances” may include warfare, other serious security problems such as 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 as agreed in the Bespoke Tour Package travel contract.
Please note, the cancellation right due to unavoidable and extraordinary circumstances is not afforded where you book a Bespoke Tour Single Service.
This condition 24 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Bespoke Tour Single Service
As we plan your Bespoke Tour Single Service(s) many months in advance, we may occasionally and in exceptional circumstances, make changes or cancel your booking and we reserve the right to do so at any time. If we cancel, a full refund of all monies paid will be made to you, however we regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation of a Bespoke Tour Single Service.
Very rarely, we may be forced due to Events Beyond Our Control (please see condition 6) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
Bespoke Tour Package
Changes: If we make a minor change to your Bespoke Tour Package, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include alteration of your outward/return date by less than 12 hours, change of accommodation to another of the same or higher standard.
Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:
- A change of accommodation area for the whole or a significant part of your time away.
- A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
- A significant change to your itinerary, missing out one or more destination entirely.
In the unlikely event that we are required to significantly alter a material part of your tour, we will notify you as soon as possible in order to enable you to decide how you wish to proceed. In any such event, you will be entitled to: If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
i. take an alternative tour of equivalent or superior quality, if we are able to offer that, or
ii. take a substitute tour of lower quality if we are able to offer that (in which event the difference in price between the original and the substitute tour will be refunded to you); or
iii. cancel your booking and obtain a full refund of all monies paid by you
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
Insurance If we cancel or make a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
If we become unable to provide a significant proportion of the Bespoke Tour Package that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.
Bespoke Tour Packages
1. Where you have booked a Bespoke Package Tour with Rabbie’s Ireland, we will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel Directive (EU) 2015/2302, as set out below and as such, we are responsible for the proper provision of the travel services specifically included in your Bespoke Tour Package, as set out in your pre-booking summary, confirmation invoice and the information we provided to you regarding the services prior to booking. Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your pre-booking summary, confirmation invoice and the information we provided to you regarding the services prior to booking.
2. We will not be responsible nor pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers.
3. Subject to these Booking Terms & Conditions, if we or our suppliers negligently perform or arrange those services set out in the pre-booking summary, confirmation invoice and the information we provided to you regarding the services prior to booking and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Bespoke Tour Package you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this Package Holiday. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Terms & Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
4. Where it is impossible for you to return to your departure point as per the agreed return date of your Bespoke Tour Package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this condition, “unavoidable and extraordinary circumstances” mean warfare, 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 back to your departure point.
Bespoke Tour Single Services
5. Our basic obligation under this contract is to select suppliers with reasonable skill and care. We have no liability to you for the actual provision of the arrangements, except in cases where it is proved that we have breached that duty and damage to you has been caused.
Bespoke Tour Packages
Irish Total Payment Protection (topp) Policy cover:
In compliance with The Package Holidays and Travel Trade Act 1995 (Republic of Ireland), an insurance policy has been arranged with Arcus Solutions, to protect Republic of Ireland customers’ prepayments in the unlikely event of our financial failure, and paid in respect of:
• Non-flight inclusive packages sold by the Policyholder as principal to the contract
for:
• a refund of such prepayments if customers have not yet travelled, or
• making arrangements to enable the holiday to continue if customers have already travelled
• repatriation of customers as may be applicable, subject to the terms of the insurance policy.
In the unlikely event of financial failure please contact the claims helpline on +44 (0) 1702 811397. A copy of the policy is available on request.
This policy is provided by
Arcus Solutions – 3 Cours Charlemagne, 69002 Lyon – SARL au capital de 1 000€ – Téléphone: +44 (0) 207 065 5300. www.arcus-solutions.fr
RCS de Lyon n°853 774 529 – Code APE n°6622Z – ORIAS n°19006898. Le registre des intermédiaires d’assurances est tenu à jour par l’ORIAS disponible sur www.orias.fr
Entreprise régie par le Code des Assurances et soumise au contrôle de l’ACPR – 4 place de Budapest, CS 92459, 75436 Paris Cedex 09
RC Professionnelle et Garantie Financière conformes aux articles L. 512-6 et L. 512-7 du Code des Assurances
This policy is underwritten by
Accelerant Insurance Europe SA registered and authorised by the National Bank of Belgium and regulated by the Financial Services and Markets Authority (Ref. 3193), Acting in Ireland under Freedom of Services.NOTE: This insolvency protection does not cover contracts with parties other than the Company, which can be performed despite the Company’s insolvency.
You can see our Topp certificate [here].
Bespoke Tour Single Services
If you book arrangements other than a Package Holiday from us, your monies will not be financially protected. Please ask us for further details.
SECTION C: BESPOKE TOUR PACKAGES PROVIDED BY RABBIE’S Experiences
This section only applies to Bespoke Tour Package bookings provided by Rabbie’s Experiences. Please read this section in conjunction with Section A of these Booking Conditions.
Where your booking is for a Package holiday that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018(“PTRs”), as outlined in this Section C of our Booking Terms and Conditions.
A “Package” exists if you book a combination of at least two different types of the following separate travel services, for the purpose of the same trip or holiday:
(a) transport;
(b) accommodation;
(c) rental of cars, motor vehicles or motorcycles (in certain circumstances); and
(d) any other tourist service not intrinsically part of one of the above travel services,
provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.
We reserve the right to increase the price of confirmed Bespoke Tour Packages solely to allow for increases which are a direct consequence of changes in:
(a) the price of the carriage of passengers resulting from the cost of fuel or other power sources;
(b) the level of taxes or fees chargeable for services applicable to the itinerary imposed by third parties not directly involved in the performance of the itinerary, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
(c) the exchange rates relevant to the package.
Such variations could include but are not limited to cost changes which are part of our contracts with transport providers.
You will be charged for the amount of any increase in accordance with this condition. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed Bespoke Tour Package (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another Bespoke Tour Package if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
Should the price of your Bespoke Tour Package goes down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee. The administration fee will be based on our costs to make such change and will be confirmed to you before such administration is carried out. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
If you wish to change any part of your booking after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change.
Where we can meet a request, all changes will be subject to payment of an amendment fee. The administration fee will be based on our costs to make such change and will be confirmed to you before such administration is carried out. In addition, you may also be required to meet any extra costs incurred by us (and any costs or charges incurred or imposed by any of our suppliers) in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee will be payable in accordance with condition 31.
Transfers of bookings
If, once your booking is confirmed, you are unable to travel for any reason then we will allow you to transfer your booking to someone else (introduced by you, and who satisfies all of the conditions applicable to the booking) provided that:-
i. we are notified of this in writing at least 7 days prior to departure;
ii. an administration fee per person transferring (as advised by the Company) is paid;
iii. you and/or the transferee make payment of any costs and charges incurred by us and/or imposed by our accommodation providers or other suppliers, and
iv. the transferee agrees to these conditions and all other terms of the contract between us.
For the avoidance of doubt, no transfer requests or changes will be finally confirmed until full payment of all applicable charges referred to above have been received by the us.
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it.
Should one or more member of a party cancel, it may increase the per person price of those still travelling and you will be liable to pay this increase.
In the event of cancellation by you, cancellation charges will be payable, as set out below:
|
Bespoke Tour Packages |
|
|
Period before tour departure in which you notify us |
Cancellation Charge |
|
More than 13 weeks/91 days before tour date |
0% (or deposit as applicable*) |
|
cancellation 90 to 65 days before the tour date |
30% of the price |
|
cancellation 64 to 35 days before tour date |
70% of the price |
|
cancellation less than 35 days before the tour date or ‘No show’ |
100% of the price |
*In some cases the deposit made in relation to your booking may be non-refundable (as per condition 3 above). Whether your booking incurs a non-refundable deposit will be confirmed to you at the time of booking.
Please note that insurance premiums and amendments charges are not refundable in any circumstances.
Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
Cancellation By You Due To Unavoidable & Extraordinary Circumstances:
Where you have booked a Bespoke Tour Package, you may terminate the Bespoke Tour Package contract at any time before the start of the package without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at the place of destination or its immediate vicinity which will significantly affect the performance of the package or carriage to your Bespoke Tour Package destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. You must be able to show at the time you wish to cancel that there is no reasonable possibility of your Bespoke Package Tour going ahead, in order to rely on this condition.
For the purposes of this condition, “unavoidable and extraordinary circumstances” may include warfare, other serious security problems such as 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 as agreed in the Bespoke Tour Package travel contract.
This condition 31 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Changes: If we make a minor change to your Bespoke Tour Package, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include alteration of your outward/return date by less than 12 hours, change of accommodation to another of the same or higher standard.
Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:
- A change of accommodation area for the whole or a significant part of your time away.
- A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
- A significant change to your itinerary, missing out one or more destination entirely.
In the unlikely event that we are required to significantly alter a material part of your tour, we will notify you as soon as possible in order to enable you to decide how you wish to proceed. In any such event, you will be entitled to: If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
i. take an alternative tour of equivalent or superior quality, if we are able to offer that, or
ii. take a substitute tour of lower quality if we are able to offer that (in which event the difference in price between the original and the substitute tour will be refunded to you); or
iii. cancel your booking and obtain a full refund of all monies paid by you
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
Insurance If we cancel or make a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
If we become unable to provide a significant proportion of the Bespoke Tour Package that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.
1. Where you have booked a Bespoke Package Tour with Rabbie’s Ireland, we will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel Directive (EU) 2015/2302, as set out below and as such, we are responsible for the proper provision of the travel services specifically included in your Bespoke Tour Package, as set out in your pre-booking summary, confirmation invoice and the information we provided to you regarding the services prior to booking. Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your pre-booking summary, confirmation invoice and the information we provided to you regarding the services prior to booking.
2. We will not be responsible nor pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers.
3. Subject to these Booking Terms & Conditions, if we or our suppliers negligently perform or arrange those services set out in the pre-booking summary, confirmation invoice and the information we provided to you regarding the services prior to booking and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Bespoke Tour Package you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this Package Holiday. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Terms & Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
4. Where it is impossible for you to return to your departure point as per the agreed return date of your Bespoke Tour Package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this condition, “unavoidable and extraordinary circumstances” mean warfare, 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 back to your departure point.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Rabbie’s Experiences, ABTOT number 5382, and in the event of their insolvency, protection is provided for non-flight Bespoke Tour Packages.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings are only protected by ABTOT when purchased directly with Rabbie’s Experiences.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
SECTION D: BESPOKE TOUR SINGLE SERVICES PROVIDED BY RABBIE’S TRAIL BURNERS
This section only applies to Bespoke Tour Single Service bookings provided by Rabbie’s Trail Burners. Please read this section in conjunction with Section A of these Booking Conditions.
We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
Very rarely, we may be forced due to Force Majeure event (please see condition 6) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
Our basic obligation under this contract is to select suppliers with reasonable skill and care. We have no liability to you for the actual provision of the arrangements, except in cases where it is proved that we have breached that duty and damage to you has been caused.
If you book arrangements other than package holiday from us, your monies will not be financially protected. Please ask us for further details.