Booking Terms and Conditions

Key points

• You enter into a booking with us when we issue our Booking Confirmation. If you then cancel, there will be cancellation charges. Initially this may only be a deposit, but charges increase from 70 days before departure and can go up to 100%.
• You can make changes to your booking in certain circumstances. We make a charge for this. We can change and cancel your booking.
• We are responsible to you for providing your holiday, but there are legal limits.
• We hold an Air Travel Organiser's Licence (ATOL 11054), which protects your money on flight-inclusive holidays, as set out in clause 2 below.
• Adequate and valid travel insurance, including cancellation cover, is compulsory for all our travellers, and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed.
• If we cannot resolve a complaint, you can refer it to ProMediate, an independent dispute resolution service (clause 11.4).

Please read the full terms below for more information and for other important rights and obligations.

In these booking conditions, "you" and "your" mean all persons named on the booking, or any of them as the context requires, including anyone added to or substituted on the booking at a later date. "Departure date" means the start date of the holiday arrangements you have booked with us.

1. Our details

1.1 Your booking is with The Specialist Travel Consultancy Limited (trading as "STC Escapes"), registered in England and Wales with company number 05700491 and registered address 65-67 Bank Chambers, High Street, Exeter EX4 3DT ("we", "us", "the Company" or "our").

2. Protecting your money

2.1 The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018 ("the Regulations"). Therefore, you will benefit from all rights applying to packages under the Regulations. We will be responsible for the proper performance of all the travel services included in the package. We provide financial protection for our package holidays as set out below.

2.2 We hold an Air Travel Organiser's Licence number 11054, issued by the Civil Aviation Authority (CAA), Aviation House, Beehive Ring Road, Crawley, West Sussex RH6 0YR, www.caa.co.uk. 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. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we are not 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 under your contract to that alternative ATOL holder. 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).

2.3 If we 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 or 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 body has paid sums you have claimed under the ATOL scheme.

2.4 The price of any flight-inclusive holiday includes £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.

3. Your holiday booking

3.1 A booking exists as soon as we issue our booking confirmation (the "Booking Confirmation"). This booking is made on the terms of these booking conditions. The person making the booking ("lead name") must be 18 years old or over and, in making the booking, guarantees that they have the authority to accept, and do accept, on behalf of their party, the terms of these booking conditions.

3.2 Whether you book alone or as a group, we will only deal with the lead name in all subsequent correspondence, including changes, amendments and cancellations. The lead name is responsible for ensuring the accuracy of the personal details and any other information supplied in respect of themselves and any other person travelling on the booking, and for passing on any information regarding the booking, or any changes to it, to all persons travelling on the booking.

3.3 When you receive your Booking Confirmation and travel documents, please check the details carefully and tell us within 10 days of our sending them to you (or immediately, if you receive them fewer than 10 days before departure) if anything is incorrect. We will correct any error that is our fault free of charge. If an error is not our fault and you tell us after this period, we will do our best to correct it, but you may need to pay any reasonable costs charged by suppliers for doing so. Names on travel documents must exactly match those in your passports. Unless we are responsible for the mistake, we will not accept liability if an airline or other supplier refuses boarding, or your participation in any activity, because the name(s) shown in your passport differ from those on your ticket. If there is an obvious error on the Booking Confirmation, we reserve the right to correct it as soon as we become aware of it but will do this within 7 days of issuing it or, if your departure is within 7 days, no later than 24 hours before you travel. Travel documents will be sent or emailed to you approximately 2-3 weeks before departure and will not be issued until payment of the full balance has been received.

3.4 We may not be able to confirm some ground arrangements (e.g. bespoke accommodation, tours) straight away. In these instances, we may still issue a Booking Confirmation; a contract for arrangements not yet confirmed will only be made once we have sent you written confirmation that those additional arrangements have been completed. If any detail changes before the Booking Confirmation is issued, we will notify you promptly, including of any change to the total price.

3.5 For holidays where a local payment is required, this will be confirmed to you and must be paid, in the currency specified, directly to the local representative. Your holiday price is not considered paid in full until any local payment has been made. Tourist taxes, resort fees or similar charged locally may be introduced or changed without prior warning; we do not accept responsibility for these, which must be paid by you and are not included in your holiday price.

3.6 All customers must satisfy themselves, prior to booking, that they are fit and able to complete the itinerary of their chosen holiday as described in the applicable Trip Notes. By booking with STC Escapes, you acknowledge that the holiday may test your physical ability and may involve strenuous or demanding activities. You are responsible for ensuring you are aware of the nature and physical requirements of the trip before booking, and for advising us at the time of booking of any medical condition, disability or other factor (including dietary requirements or reduced mobility) that might affect your, or anyone else's, participation or enjoyment. Please contact us at info@thestc.co.uk to discuss any such requirements.

3.7 It is a condition of your booking that you and all members of your party provide certain information (Passenger Name Record / Advance Passenger Information, sometimes called APIS or, in the UK, 'e-Borders') that may be shared with governmental, border and security authorities. This will include full name as shown in your passport, gender, date of birth, travel document details, and, for travel to some destinations, your address for your first night's stay. You must provide this information between 6 months and 24 hours before departure, as instructed.

3.8 All advertised prices are accurate at the date of publication, but we reserve the right to change them. If an obvious error results in an incorrect price being displayed or confirmed (for example, a price that is clearly far below the true price of the arrangements), we reserve the right to correct it. If we discover an obvious pricing error after your booking has been confirmed, we will tell you as soon as possible and you may either pay the correct price or cancel your booking and receive a full refund of all monies paid, without cancellation charges. Offers are not combinable unless expressly stated and may be withdrawn at any time. All quotations are provisional until confirmed in writing on your Booking Confirmation.

3.9 Minors travelling. STC Escapes holidays are often designed for adults. A person under 18 years old on the departure date (a "minor") may travel with us only on the following terms:

• (a) Minimum age. The minimum age for each holiday is shown in its Trip Notes. Unless the Trip Notes state otherwise, the minimum age is 16 years on the departure date. Some holidays are open to adults only, and some activities, destinations or altitudes carry higher minimum ages set by our suppliers, local law or our own safety assessment.
• (b) Travelling with a responsible adult. We do not accept unaccompanied minors. Every minor must travel on the same booking as, and throughout the holiday with, a parent or legal guardian aged 18 or over (the "responsible adult"). Each responsible adult may be responsible for no more than 3 minors. Unless we agree otherwise in writing, a minor must share accommodation with their responsible adult or with another minor on the same booking.
• (c) Supervision and conduct. The responsible adult is fully responsible for the minor's care, supervision, welfare and behaviour at all times, including during free time and optional activities. Our tour leaders and local representatives are not responsible for supervising minors. Clause 14 (Conduct) applies to minors in the same way as to adults, and the responsible adult is liable for any costs arising from a minor's behaviour.
• (d) Declaring ages. You must give us the date of birth of every minor at the time of booking, and we may ask for proof of age. If a minor does not meet the minimum age for the holiday, or their age was not declared accurately, we may refuse to accept the booking or to let the minor travel, and our normal cancellation charges will apply.
• (e) Activities. A minor may be unable to take part in certain activities because of a supplier's age limit, local law or the tour leader's assessment under clause 10.4. No refund will be given for activities missed for this reason. Minors will not be served, or permitted to buy, alcohol.
• (f) Travel documents and consent. Where a minor is not travelling with all those who have parental responsibility for them, the responsible adult must carry a signed consent letter from each person with parental responsibility who is not travelling, with their contact details, and evidence of the relationship (for example a birth or adoption certificate) where surnames differ. Some countries have specific entry requirements for minors, and complying with them is your responsibility under clause 13.1.
• (g) Medical information and insurance. The responsible adult must give us any relevant medical, dietary or other information about the minor under clause 12 and must make sure the minor has travel insurance that meets the requirements of clause 4.5.
• (h) Suitability. We may decline a booking that includes a minor if, in our reasonable opinion, the holiday is not suitable for them. If we decline, we will refund any money you have paid for that booking in full.

3.10 If a local activity provider asks you to sign its own waiver, acceptance-of-risk or similar form, nothing in that form limits or excludes our liability to you under these booking conditions, including our liability for death or personal injury caused by our negligence, or any other liability that cannot be limited or excluded by law.

3.11 Where the price per person depends on the number of people sharing accommodation or participating in the tour, and that number changes, the price will be recalculated based on the new party size. Any resulting price increase is not a cancellation charge.

3.12 Where a single supplement applies, you will be advised during the booking process. If you are a solo traveller wishing to share accommodation, we will use reasonable efforts to pair you with a suitable room-mate; if this is not possible you may be asked to pay a single supplement.

3.13 Any hotel or accommodation classification we give on our website, in brochures, quotations or fact sheets is for guidance only. It is not based on any official national or international classification system; it reflects the subjective opinion of our staff or local partners. Photographs of accommodation are indicative and may not show the exact room type you have been quoted for.

4. Paying for your holiday and insurance

4.1 When you make your booking, you must pay a deposit of 20% per person (minimum £500 per person) of your selected travel arrangements. The balance of the price must be paid at least 70 days before the departure date shown on your Booking Confirmation. If you book within 70 days of departure, the full price is payable at the time of booking. In certain cases, we may require full payment earlier than this, for example, where suppliers such as airlines require full payment on booking. If the deposit, balance or any Advance Payment is not paid in full by its due date, we may treat your booking as cancelled by you, in which case the cancellation charges set out in clause 5 will apply, calculated from the date the unpaid amount fell due.

4.2 You may be required to pay for non-transferable and non-refundable items (for example, park entrance fees, permits, or accommodation and services at peak times) in addition to your deposit and balance. You will be told about any such charges at the time of booking, before your booking is confirmed.

4.3 We do not accept payment by American Express.

4.4 Adequate and valid travel insurance for your chosen itinerary is compulsory for all travellers, and it is a condition of accepting your booking that you agree you will have obtained it. We recommend you take out insurance as soon as your booking is confirmed, so that you are covered for cancellation charges from that point.

4.5 You are responsible for ensuring you hold travel insurance for the entire duration of the tour covering, at least, medical expenses, injury, death, repatriation, cancellation and curtailment, at a level of cover equal to or greater than any insurance we offer. If you arrange your own insurance, you must ensure there are no exclusions that would limit cover for the activities included, or the altitudes reached, on your tour. You must carry proof of insurance with you, and must declare any material facts, including known medical conditions, to your insurer.

4.6 We strongly recommend that you do not book non-refundable or non-changeable travel to your point of departure, or incur costs for visas or vaccinations, until your itinerary has been confirmed as guaranteed to run. We will not be liable for the cost of any such arrangements that you are unable to use as a result of a change to your itinerary.

4.7 On occasion, a supplier may require us to make a payment earlier than our normal deposit or balance schedule, for example, to secure accommodation or services during a period of peak demand. Where this happens, we reserve the right to ask you to make this payment (an "Advance Payment") within a period we specify, ahead of your normal balance due date. We will try to avoid this wherever we can. Any Advance Payment is non-refundable except as set out in clause 5.5 (unavoidable and extraordinary circumstances), clause 7 (if we cancel your booking) or clause 8 (if we change your booking).

5. If you cancel your holiday

5.1 You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the lead name (or your travel agent) must be sent to our offices or by email to info@thestc.co.uk. Your cancellation takes effect on the date we receive your written notice, and that date is used to work out the cancellation charge. Notice received after 5pm (UK time), or on a Saturday, Sunday or UK bank holiday, will be treated as received on the next working day. We will acknowledge receipt in writing; if you do not receive our acknowledgement within 2 working days, please contact us, and keep a copy of your notice and our acknowledgement.

Because we incur costs in cancelling your arrangements, the following cancellation charges apply per person cancelling:

"Total holiday cost" means the total price of your travel arrangements, including any supplements, upgrades, extensions and optional extras booked through us, but excluding any travel insurance premium. Where the charge shown is less than the deposit, the deposit amount will be charged. These charges are a genuine estimate of the costs we incur when a booking is cancelled, taking into account the time before departure and our expected ability to resell the place; if you ask, we will explain how the charge applied to your booking has been calculated. In addition to the charges above, the special costs in clause 5.2 apply.

5.2 Your deposit is non-refundable, except where clause 5.5, 7 or 8 applies. In addition to the cancellation charges in clause 5.1, the following costs are non-refundable from the point shown, and will be charged in full if you cancel after that point, even where this is earlier than the charges in the table would otherwise apply, or exceeds them: (a) flights, once your airline tickets have been issued, 100% of the flight cost (we will tell you when tickets are issued; for some fares this is at the time of booking); (b) special arrangements, items such as trekking or wildlife permits, park fees, peak-season or remote lodges, and small-ship or boat-based arrangements that a supplier requires to be paid in full and non-refundable, as identified on your Booking Confirmation; (c) any Advance Payment made under clause 4.7; (d) any visa, permit or entry fees we have paid on your behalf; and (e) any amendment or administration fees already charged under clause 6, and any travel insurance premium paid to us. If your reason for cancelling is covered by your insurance policy, you may be able to reclaim these charges. Instead of cancelling, you may be able to transfer your place to someone else under clause 6.3, which will usually cost less.

5.3 Where the cancellation charge exceeds the amount you have already paid, you must pay the difference within 14 days of the date of our invoice. Where you have paid more than the cancellation charge, we will refund the difference within 14 days of your cancellation taking effect.

5.4 If one or more members of your party cancel, the charges in clauses 5.1 and 5.2 apply to each person cancelling. The price for the remaining travellers will be recalculated under clause 3.11 (including any single supplement or reduced-group price that results), and any increase must be paid by the remaining travellers. This increase is not a cancellation charge and is payable in addition to it.

5.5 You can cancel your booking without paying cancellation charges if unavoidable and extraordinary circumstances (as defined at clause 5.6 below) occurring at, or in the immediate vicinity of, your destination significantly affect the performance of your package or the carriage of passengers to the destination. In such circumstances we will arrange for your booking to be terminated and for you to receive a full refund within 14 days. We will observe and act in accordance with advice from the UK Foreign, Commonwealth & Development Office (FCDO). This right does not apply to circumstances personal to you or your party, for example illness, injury, pregnancy, bereavement, a change in your work or financial circumstances, failure to obtain a visa, or your own concern about travelling where the conditions above are not met. Your travel insurance should cover cancellation for reasons of this kind, and our normal cancellation charges will apply.

5.6 For the purposes of these booking conditions, "unavoidable and extraordinary circumstances" means events that neither we, nor the suppliers of the services in question, could foresee or avoid even with all due care, including (without limitation): war (actual or threatened), civil unrest, riot, terrorist activity (or its threat), infectious disease, epidemics and pandemics and government measures to combat them, acts of government or national or local authorities, port, airport or airspace closure or restriction, unforeseeable technical problems with transport, industrial action, natural or nuclear disaster, fire, flood, adverse weather, volcanic eruption, and chemical or biological disaster, and similar events outside our or the relevant supplier's control.

5.7 If you wish to cancel because you are concerned that unavoidable and extraordinary circumstances may affect your holiday, we will assess whether clause 5.5 applies based on the situation at the date we receive your notice. If, at that date, the FCDO does not advise against all, or all but essential, travel to your destination and there is no other clear evidence that your package will be significantly affected, our normal cancellation charges will apply. We recommend that you contact us before cancelling: if the situation changes closer to departure, we will contact you and set out your options.

6. If you change your booking

6.1 If, after your Booking Confirmation has been issued, you wish to change your departure date, you may make one change to another departure of the same trip (or another trip of equal or greater value), subject to availability, provided we receive your request in writing more than 70 days before your original departure date. We will charge an administration fee of £100 per person, plus any non-refundable costs already incurred (including issued flight tickets) and any increase in price for the new departure. Your deposit and any other sums paid will be transferred to the new booking, and cancellation charges for the new booking will be calculated by reference to your original departure date or the new departure date, whichever is earlier. Any later request, or a second change, will be treated as a cancellation and the charges in clause 5 will apply.

6.2 If you wish to change any other aspect of your travel arrangements (for example, accommodation), we will do our best to accommodate this, but it may not always be possible. Requests must be made in writing by the lead name or your travel agent. We will charge an administration fee of £100 per change, plus any costs incurred by third-party suppliers. Costs may increase closer to departure, so please contact us as soon as possible. Some arrangements may not be changeable at all once booked, and any such request could incur a cancellation charge of up to 100% of that part of the arrangements.

6.3 You can transfer your booking to another person who satisfies all the conditions of the booking, by giving us written notice at least 7 days before departure, provided the new lead passenger accepts these booking conditions. You and the new traveller are jointly responsible for all costs of the transfer, including a fee of £100 per person and any charges passed on by airlines or other suppliers, which may be up to 100% of the cost of that part of the arrangement.

7. If we cancel your booking

7.1 We reserve the right to cancel your booking. We will not cancel less than 4 weeks before departure, except for unavoidable and extraordinary circumstances (clause 5.6), your failure to pay any amount due, or the reason in clause 7.2.

7.2 Where the Trip Notes state a minimum number of participants and that number is not reached (including where later cancellations take the party below the minimum), we may cancel your booking by notifying you no later than: 20 days before departure for trips lasting more than 6 days; 7 days before departure for trips lasting 2-6 days; and 48 hours before departure for trips lasting less than 2 days.

7.3 If we cancel your booking, you can choose either a full refund of all monies paid, which we will make within 14 days of the cancellation, or an alternative holiday of comparable standard where we are able to offer one (with any price difference refunded if the alternative is of lower value).

7.4 Where a refund is paid, we will also pay compensation as set out below, except where the cancellation is due to unavoidable and extraordinary circumstances or is made under clause 7.2:

8. If we change your booking

Changes to the price

8.1 We can change your holiday price after booking only to reflect changes in: (a) the cost of passenger transport arising from the cost of fuel or other power sources; (b) the level of taxes or fees on the travel services in your package imposed by third parties not directly involved in providing them, including tourist taxes, landing taxes and embarkation or disembarkation fees at ports and airports; or (c) the exchange rates relevant to your package. Any change will be calculated by comparing the relevant costs, taxes and exchange rates with those used to calculate your price on the date of your Booking Confirmation and only the amount of the difference will be passed on. If the price increases, we will tell you in writing, with an explanation of the reason and how the increase has been calculated, no later than 20 days before departure. There will be no price increase within 20 days of departure.

8.2 If an increase under clause 8.1 amounts to more than 8% of the total price of your travel arrangements, you may accept the change, transfer to another available holiday of equivalent or higher quality if we are able to offer one (with any price difference refunded if it is of lower value), or cancel and receive a full refund of all monies paid within 14 days. We will tell you the reasonable period within which you must let us know your choice. If you do not respond within that period, your booking will be cancelled and you will receive a full refund.

8.3 If the price of your holiday falls due to the cost changes described above, we will refund the difference, less our reasonable administrative expenses. If you ask, we will provide evidence of those administrative expenses.

Changes other than the price

8.4 We may need to make changes to any aspect of your booking. If a change is insignificant, we will let you know. Examples of insignificant changes include (without limitation) a change to your outward or return flight time of less than 12 hours, a change of aircraft type, a change of accommodation to one of the same or higher standard, or a change of carrier.

8.5 If we are forced by circumstances beyond our control to make a significant change to a main characteristic of your travel arrangements, we will contact you and you may choose to accept the change, accept a comparable or higher-standard alternative (if available, at no extra cost, or a lower-standard alternative with a refund of the difference), or receive a full refund of all monies paid, which we will make within 14 days. You must notify us of your choice within the reasonable timescale we give you; if you do not respond, your booking will be cancelled, and you will receive a full refund within 14 days.

8.6 If you choose a refund, we will also refund your travel insurance premium (if paid to us) where you can show you are unable to transfer or reuse the policy and will pay compensation as set out in the table at clause 7.4 above, except where the change is due to unavoidable and extraordinary circumstances.

Problems after your holiday has started

8.7 If, after your holiday has started, a significant proportion of the travel services cannot be provided as agreed, we will offer you suitable alternative arrangements, at no extra cost to you, so that your holiday can continue. If the alternative arrangements are of a lower quality than those specified in your contract, we will give you an appropriate price reduction. You may reject the alternatives only if they are not comparable to what was agreed or if the price reduction is inadequate. If there are no alternatives, or you reject them for one of those reasons, and transport is included in your package, we will arrange for you to return to your place of departure, without undue delay and at no extra cost, and you may be entitled to a price reduction and/or compensation under clause 10.

8.8 If it is impossible to ensure your return as agreed because of unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, where possible of an equivalent category, for a period not exceeding 3 nights per traveller. This 3-night limit does not apply to persons with reduced mobility and anyone accompanying them, pregnant women, unaccompanied minors, or persons in need of specific medical assistance, provided you notified us of these particular needs at least 48 hours before the start of the holiday. Where an airline or other carrier is required by law to provide accommodation for a longer period, you will be entitled to rely on that legislation.

9. Flights and the UK Air Safety List

9.1 Flight details shown in your itinerary or quotation are for guidance only and are subject to change; final details will be confirmed on your travel documentation, sent approximately 2-3 weeks before departure. Flight times may occasionally change even after tickets have been issued, we will contact you as soon as possible if this happens. Any change to the identity of the operating carrier, flight timings and/or aircraft type will not, of itself, entitle you to cancel or change other arrangements without paying our normal fees unless it amounts to a significant change under clause 8.

9.2 In accordance with retained UK law implementing EU Regulation (EC) No 2111/2005, we are required to bring to your attention the existence of a UK Air Safety List, which sets out air carriers that are subject to an operating ban in the UK. The list is published on the UK Civil Aviation Authority's website, www.caa.co.uk, and is updated from time to time. We will advise you of the actual carrier (or, where not yet known, the likely carrier) that will operate your flight(s) at the time of booking and will tell you as soon as possible of any change to the operating carrier after your booking has been confirmed.

9.3 We cannot accept responsibility if you arrive late for check-in and miss your flight as a result, nor for the consequences of any failure by you to reconfirm flight times directly with the carrier or to check for notifications of flight time changes. We recommend you check in well ahead of the scheduled departure time and reconfirm directly with the carrier operating the flight, particularly for short-haul or domestic sectors, where schedules shown in global flight information systems can differ from those flown.

9.4 If your flight is cancelled, delayed, downgraded, or boarding is denied, you may have rights to compensation, a refund, or care such as meals and accommodation under the UK Denied Boarding Regulations (retained EU Regulation (EC) No 261/2004, as amended) and, where applicable, the equivalent EU Denied Boarding Regulations. These rights lie against the airline, and you must pursue the airline directly. Any sums you receive or are entitled to receive from the airline under these Regulations represent the full amount of your entitlement in respect of that cancellation, delay, downgrading or denial of boarding, including for any disappointment, distress or inconvenience caused, or effect on any other arrangements. We have no separate liability to make a payment to you in respect of matters covered by the Denied Boarding Regulations. If your airline does not comply with its obligations, you may contact the CAA's Passenger Advice and Complaints Service, see www.caa.co.uk.

10. Our liability to you

10.1 You must inform us without undue delay of any failure to perform, or improper performance of, the travel services included in your package. Where this affects the enjoyment of your arrangements, you may be entitled to a price reduction, compensation, or both. We will not be liable where the failure is due to you or another member of your party; an unconnected and unforeseeable or unavoidable act of a third party; unavoidable and extraordinary circumstances (clause 5.6); or your own negligence, recklessness, or being under the influence of alcohol or other substances.

10.2 Except in cases involving death, personal injury or illness, or damage caused intentionally or negligently, the maximum we will have to pay you for any claim relating to your package is three times the total price of your package (excluding any travel insurance premium and amendment or administration fees). Where a travel service in your package is governed by an international convention that is binding on the UK, for example the Montreal Convention for travel by air, the Athens Convention for travel by sea, or the Convention concerning International Carriage by Rail (COTIF) for travel by rail, the amount of any compensation we pay, and the conditions under which it is payable, will be limited in the same way as that convention limits the liability of the supplier of that service. Any compensation or price reduction you receive, or are entitled to receive, for the same matter under the Denied Boarding Regulations or any such convention will be deducted from anything we pay you, so that you are not compensated twice.

10.3 Adventure travel warning: we may operate trips in regions where standards of accommodation, transport, safety, hygiene and medical facilities may be lower than you would normally expect in the UK. Your booking is accepted on the understanding that you appreciate and accept the risks inherent in this kind of travel, and that itineraries may need to change due to local conditions, weather, mechanical breakdown, border restrictions, illness or other unforeseeable circumstances.

10.4 By confirming your booking you accept that our tour leaders or local representatives have authority to prevent you from taking part in any part of a tour if they have concerns about your ability to do so safely, or to complete it within the required time. We will reasonably endeavour to make alternative arrangements but will not be liable for refunds for missed activities or for any related additional costs.

10.5 This entire clause does not apply to any separate contracts you enter for excursions or activities booked locally while on holiday, for which liability rests with the excursion provider and not with us.

10.6 We offer, arrange or assist with a range of activities, some of which, for example horse-riding, scuba diving, or skiing and snowboarding, carry inherent risks by their nature, which can result in injury, damage to property, or death. Consider and take account of these risks before, and while, taking part, as you are responsible for your own safety and that of anyone in your care. This includes making sure the activity operator has full and accurate information relevant to your participation (such as any medical condition, health issue, or your level of ability and experience), even if you have already given this information to us. You must follow all instructions and safety advice given, use available safety equipment (asking for it if it is not offered), and exercise your own judgement about the safety of, and risks involved in, the activity.

11. Complaints and assistance

11.1 If you have a complaint about any service included in your holiday, or need assistance while away, you must tell your tour leader or local representative and email our Customer Services team at info@thestc.co.uk (or call our out-of-hours number, provided in your final documentation), without undue delay.

11.2 If a complaint is not resolved locally, please write to us within 28 days of your return, giving your booking reference and full details, by email to info@thestc.co.uk or by post to STC Escapes, 65-67 Bank Chambers, High Street, Exeter EX4 3DT. Failing to report a complaint in resort may affect your rights under this booking, as it deprives us of the chance to investigate and resolve it at the time.

11.3 If you get into difficulty of any kind while on holiday, we will provide appropriate assistance as soon as reasonably possible, including information on health services, local authorities and consular assistance, and help with making distance communications and finding alternative travel arrangements. Where the difficulty is caused by your own negligence, we may charge you a reasonable fee for this assistance, which will not exceed the costs we actually incur.

11.4 If we are unable to resolve your complaint through our complaints procedure, we will write to you to confirm this. You may then refer your complaint to ProMediate (UK) Limited, an independent alternative dispute resolution provider approved for consumer disputes (www.promediate.co.uk). We agree to take part in this process. Using this service does not affect your right to bring a claim in the courts under clause 19.

12. Special requests, medical conditions, disabilities, allergies and dietary requirements

12.1 If you have a special request, you must tell us in writing at the time of booking. We will endeavour to pass on any reasonable request to the relevant supplier, but we cannot guarantee it will be met. Confirmation that a request has been noted, or its inclusion on your Booking Confirmation, is not a guarantee that it will be fulfilled by the supplier concerned, all special requests are subject to availability. Where a request is important to you, you should ask us to confirm in writing that it will be met, where we are able to give that confirmation.

12.2 Before you book, we will advise whether the proposed arrangements are generally suitable for someone with reduced mobility or a particular medical condition. "Reduced mobility" means any material reduction in mobility, whether permanent or temporary, and however caused. We appreciate that individual capabilities, restrictions and requirements vary considerably, so please give us as much detail as possible.

12.3 Where you provide us with information about a disability, reduced mobility, medical condition or significant allergy, we may ask you to complete a short questionnaire. Information about your health is special category personal data under UK data protection law, and we will only share it with third parties, such as suppliers, with your explicit consent, and only where necessary to arrange and provide your holiday.

12.4 Special dietary requirements, including food allergies, must be given to us in writing at the time of booking. We will pass significant allergy information on to hotels, airlines and other suppliers, but we cannot guarantee that this information will always be understood, correctly acted on, or passed on to everyone who needs to be aware of it, and we do not accept liability for an allergic reaction. Standards of allergy awareness vary considerably around the world. It remains your responsibility to check, at the time of ordering or purchasing food or drink, that it does not contain anything to which you are allergic, and to take sensible precautions while travelling. If you have an allergy that may be triggered by airborne exposure, you must tell us at the time of booking, as most airlines require this information in advance of travel.

12.5 You must promptly tell us if a medical condition, disability or dietary requirement changes, or first arises, after your booking has been confirmed.

13. Passport, visa, health, travel and immigration requirements

13.1 Before you book, we will give you general information about the passport and visa requirements for British citizens travelling to your destination, including the approximate time needed to obtain any visa. If you do not hold a British passport, or hold a passport of more than one country, please tell us and check the requirements that apply to you with the relevant Embassy or Consulate. Requirements can change, so you should check the up-to-date position before you travel (see www.gov.uk/foreign-travel-advice). It is your responsibility to hold a valid passport and any required visas and other entry documents. We accept no responsibility if you cannot travel because you have not complied with these requirements, and our normal cancellation charges will apply.

13.2 We can advise on mandatory health requirements, but we are not medical experts. It is your responsibility to obtain proper medical advice at least 2 months before travel, and to check again within 14 days of departure, as requirements can change.

13.3 We assess whether holidays will operate using information from our local partners, together with advice from the FCDO and other relevant government bodies. It is your responsibility to check current travel advice for your destination at www.gov.uk/foreign-travel-advice.

14. Conduct

14.1 We reserve the right to refuse to accept, or to continue dealing with, any customer whose behaviour is, in our reasonable opinion or that of another person in authority, disruptive, threatening, abusive, or likely to cause damage, danger, distress or annoyance to other travellers or our staff and agents.

14.2 If you commit an illegal act while on holiday, or your behaviour meets the description at 14.1, we may terminate your travel arrangements without liability on our part, and you may be liable for costs incurred as a result, including diverting transport for the purpose of removing you.

14.3 On any active or group holiday, you must follow the reasonable instructions of your tour leader, who is responsible for the safety of the group.

15. Data protection

15.1 We will use and process your personal data in accordance with our privacy policy, available at www.stcescapes.co.uk/privacy-policy.

16. Excursions

16.1 Excursions or other activities that you choose to book or pay for while on holiday do not form part of your package holiday with us. Your contract for any such excursion or activity is with its operator, not with us, and we are not responsible for its provision.

17. Travel agents

17.1 Where you book through a travel agent, monies you pay to them for flight-inclusive arrangements are held by the agent on behalf of, and for the benefit of, the Trustees of the Air Travel Trust until paid to us, subject to the agent's obligation to pay it to us for so long as we do not fail. Where you buy a holiday that does not include a flight, monies you pay to the agent are held by them on our behalf at all times.

18. Trip Notes

18.1 Where we issue detailed Trip Notes for your booking, these form part of your contract with us, together with your Booking Confirmation and the information we gave you before you booked. Trip Notes give practical detail about your itinerary and travel arrangements. If Trip Notes issued after your booking differ from the information you were given before you booked in a way that changes your arrangements, that difference is a change made by us and clause 8 applies; it does not take effect unless you agree to it or clause 8 allows it.

19. Law and jurisdiction

19.1 This booking is governed by English law and the jurisdiction of the English courts. If you live in Scotland or Northern Ireland, you may instead choose the law and jurisdiction of Scotland or Northern Ireland.

20. Photographs and audio-visual material

20.1 Our tour leaders and other travellers may take photographs, video or audio during your holiday. We may use these, including where they show your image, likeness or voice, in our brochures, emails, website and social media to promote STC Escapes, without payment to you. If you would prefer that we do not use material in which you can be identified, please tell us in writing at info@thestc.co.uk, either before you travel or at any time afterwards. We will not use it in new material from then on, and will remove it from material we control where reasonably possible.

21. General

21.1 Your contract with us is made up of these booking conditions, your Booking Confirmation, any Trip Notes (clause 18) and the pre-contractual information we gave you before you booked. Nothing in these booking conditions affects your statutory rights.

21.2 If any part of these booking conditions is found by a court or other competent authority to be invalid or unenforceable, the rest of these booking conditions will continue to apply.

21.3 No one other than you and us has any right to enforce any of these booking conditions under the Contracts (Rights of Third Parties) Act 1999.

Your Rights under the Package Travel and Linked Travel Arrangements Regulations 2018

Part 1: General

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. You will therefore benefit from all UK rights applying to packages. STC Escapes will be responsible for the proper performance of all the travel services included in the package. Additionally, as required by law, STC Escapes has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation, in the event that we become insolvent.

Part 2: Key rights under the Regulations

• Travellers will receive all essential information about the package before concluding the package travel contract.
• There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
• Travellers are given an emergency telephone number or details of a contact point where they can get in touch with us or the travel agent.
• Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
• The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If we reserve the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
• Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly.
• If, before the start of the package, we cancel it, travellers are entitled to a refund and, where appropriate, compensation.
• Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance, if there are serious security problems at the destination likely to affect the package.
• Travellers may also, at any time before the start of the package, terminate the contract in return for an appropriate and justifiable termination fee.
• If, after the start of the package, significant elements of it cannot be provided as agreed, suitable alternative arrangements must be offered at no extra cost.
• Travellers may terminate the contract without paying a termination fee where services are not performed in accordance with the contract, this substantially affects performance of the package, and we fail to remedy the problem.
• Travellers are also entitled to a price reduction and/or compensation for damages where travel services are not performed, or are improperly performed.
• We must provide assistance if a traveller is in difficulty.
• If we, or where applicable the retailer, become insolvent, payments will be refunded; if this happens after the start of the package and transport is included, repatriation is secured.

STC Escapes holds an Air Travel Organiser's Licence (ATOL) issued by the UK Civil Aviation Authority (ATOL no. 11054), which provides insolvency protection for flight-inclusive packages. If services are denied because of STC Escapes' insolvency, travellers should contact the Civil Aviation Authority, Aviation House, Beehive Ring Road, Crawley, West Sussex RH6 0YR, tel +44 (0)333 103 6350, email claims@caa.co.uk, www.caa.co.uk, and confirm they are a customer of an ATOL-protected travel company.

Part 3

The Package Travel and Linked Travel Arrangements Regulations 2018 are available at www.legislation.gov.uk/uksi/2018/634/contents/made.