Package Holiday Booking Terms & Conditions

Your contract is with IntoRussia Ltd, a Member of ABTA.

 

1. Your Holiday Contract

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

2. Your Financial Protection

We provide full financial protection for our package holidays. For flight-based holidays this is through our Air Travel Organiser’s Licence number 5526. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk.  When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA (number W3758) We or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

3. ABTA

We are a member of ABTA, membership number W3758. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn’t apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

4. Your Holiday Price

We reserve the right to alter the prices of any of the holidays shown on our website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.

When you make your booking you must pay a deposit. This can vary in value dependent on the services booked and will be specified by your travel agent at the time of booking. The balance of the price of your travel arrangements must be paid at least 8 weeks before your departure date; this may differ depending on the type of the holiday booked, you will be notified of any special payment conditions at the time of the booking. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. The price of your travel arrangements is calculated using the daily exchange rate indicated on our website.

Changes in transportation costs, including the cost of fuel; dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday 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, except for any amendment charges. 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 you decide to cancel for this reason, you must do so within 14 days from the date printed on your final invoice. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. 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.

When you buy a flight-based holiday, all monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies you pay to the travel agent are held by him on our behalf at all times.

5. If You Change Your Booking

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge (£20 per person), and any further cost we incur in making this alteration. 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. Note: Certain travel arrangements (e.g. Apex Tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

6. If You Cancel Your Holiday

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows:

Period before departure in which you notify us

Cancellation Charge

56 days or more

Deposit only

55 to 43 days

50% of the holiday cost

42 to 31 days

75% of the holiday cost

30 days or less

100% of the holiday cost

For some bookings, including those for which full payment is required at the time of booking, 100% cancellation charges apply from confirmation.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

Some of the tours we offer do have different cancellation terms and conditions due to the suppliers’ rules.

3* and 4* Russian Cruises (except the cruises M/S Tikhi Don, M/S General Vatutin, M/S Sholokhov, M/S Dniper Princess)

Period before departure in which you notify us

Cancellation Charge

79 days or more

Deposit only

78 to 70 days

25% of the holiday cost

69 to 60 days

50% of the holiday cost

59 to 41 days

75% of the holiday cost

40 days or less

100% of the holiday cost

M/S Rostropovich and European Cruises

M/S Tikhi Don, M/S General Vatutin, M/S Sholokhov, M/S Dniper Princess

Period before departure in which you notify us

Cancellation Charge

79 days or more

Deposit only

78 to 70 days

40% of the holiday cost

69 to 60 days

60% of the holiday cost

59 to 41 days

80% of the holiday cost

40 days or less

100% of the holiday cost

Golden Eagle train

Period before departure in which you notify us

Cancellation Charge

Cancellation 61 days or more prior to tour departure

Loss of deposit paid or due

Cancellation 60 days or less prior to tour departure

100% of the total cost of the holiday

Tsar’s Gold Train

Period before departure in which you notify us

Cancellation Charge

95 days or more

Deposit only

55 to 43 days

50% of the holiday cost

42 to 31 days

80% of the holiday cost

30 days or less

100% of the holiday cost

Other specialized tours and cruises that we include on our website may have special terms and conditions as set by the suppliers; these will be specified at the time of the booking.

Tailor made Trans-Siberian and Trans-Mongolian tours may offer different cancellation charges; it depends on when the train tickets are available; please check with your travel consultant.

7. If We Change or Cancel Your Holiday

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, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 1 calendar month before your departure date, except for reasons of force majeure or failure by you to pay the final balance. 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 (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause.

Please note that carriers such as airlines may be subject to change. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.

If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:

IF WE CANCEL OR MAKE A MAJOR CHANGE TO YOUR HOLIDAY

Period before departure in which we notify you

Amount you will receive from us

56 days or more

£Nil

55 to 29 days

£10

28 to 15 days

£20

14 to 7 days

£30

Less than 7 days

£40

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Force Majeure

We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, actions of government authorities, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.

8. If You Have A Complaint

If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our resort representative immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to the branch where your booking was originally made, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. It is strongly recommended that you communicate any complaint to the supplier of the services as well as to our representative without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 3 above on ABTA.

9. Our Liability to You

If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of 2 times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to

(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and

(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.

You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices (18 Norland Road, Holland Park, London W11 4TR). Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 6. If any payments to you are due from us, any payment made to you by the airline will be deducted.

NB this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday. Any independent arrangements that you make and which are not part of the tour are entirely at your own risk.

In respect of land-only clients (meaning those not starting from the UK), our responsibility does not commence until you have met our representative at the appointed time at the designated meeting point. If you fail to arrive there at the appointed time, we shall not be responsible for any additional expense incurred by you.

10. Prompt assistance in resort

If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

11. Passport, Visa and Immigration Requirements

Passport and visa requirements current at the time of going to press are set out in the ‘Travel information’ section on our website, but it is your responsibility to make the necessary applications and to comply with any regulations governing entry to your chosen destination(s). If you do not obtain a passport or visa, you will be liable to pay the cancellation charges set out in the cancellation charges table above. Furthermore, we will not accept any responsibility or refund any money in cases where you are unable to travel because of an invalid or mislaid visa or passport. We must emphasise that it is the client’s responsibility to check all documents prior to travel to allow mistakes to be rectified. Issuing of visas is at the discretion of the Consulate(s) and Visa Centre(s), and IntoRussia cannot be held responsible if clients are refused visas. Having a visa does not guarantee entry into the country. It is still at the discretion of the border staff whether tourists are admitted into countries or not. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

12. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us.

The tours provided by us are our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.

13. Insurance

You are required to either take out the holiday insurance that we recommend, or to arrange a policy yourself which provides the same or greater cover in all areas.

14. Specific Requests

You must notify us of any specific requests at the time of booking. We will inform the supplier but regret that we cannot guarantee these requests will be met.

15. Flight Delays

There is no guarantee that the transportation will depart at the time specified, and we do not have any liability to you for any delay which may arise. Where such delay does arise, the relevant transport provider may supply refreshments and take any further appropriate action, but we will not have any responsibility to do so. Ensure that your insurance policy offers sufficient flight delay protection.

16. Flight Fares

IntoRussia will always endeavour to offer you the best priced air fare. Sometimes this means that IATA fares will be issued where payment is required straight away and no refunds or changes are permitted. If in doubt as to which air fare is being booked, please check with the travel consultant at the time of reservation. In some cases where bookings are made for inclusive tour products near to the date of departure or for particularly busy travel periods, a flights surcharge may apply to the tour price on our website. You will be advised of this by your travel consultant at the time of booking.

17. Information

Any information or advice provided by the Company on matters such as permits, visas, vaccinations, climate, clothing, baggage, special equipment, etc. is given in good faith but without responsibility whatsoever on the part of the Company. The client accepts responsibility for obtaining all necessary travel information and documentation required for the trip.

18. Additional destination information

In addition to these general booking conditions, specific relevant destination information may be contained within the individual tour.

19. Data Protection

We take full responsibility for ensuring that proper security measures are in place to protect your information. When you make a booking, you consent to all the information you provide being passed on to our suppliers, wherever they may be based. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies. Except where expressly permitted by the Data Protection Act 1998, the Company will only deal with the personal details you give to us as set out above unless you agree otherwise. We may make contact with you or members of your tour party by post, e-mail, or telephone for the purpose set out. We will also use your information to inform you of offers in the future or to send you brochures. If you do not wish to receive such approaches in the future then please let us know as soon as possible by telephone, letter or e-mail us at reservations@into-russia.co.uk. If we do contact you by e-mail about our new brochures or special offers, you will also be able to unsubscribe from our database at this time.

20. Termination of your Holiday

We reserve the right to terminate your holiday if your behaviour is likely in our opinion, or that of our employers or suppliers, to cause distress, damage, annoyance or danger to our employees or any third party or their property. If you are prevented from travelling on an aeroplane, train coach or ship we have no further responsibility for your journey or your holiday, including any onwards travel. We will impose full cancellation charges and will not give any refunds. We will be under no obligation to pay you compensation or cover any costs you may incur as a result of having to make alternative arrangements.

If you have an emergency regarding any aspect of your holiday whilst abroad, please use the emergency contact numbers on your travel documents and we will do our utmost to assist you.