Terms & Conditions

Oro Tours Booking Conditions

The following Booking Conditions, together with the information contained on our website form the basis of your contract with Oro Tours Ltd, registered address: Eagle House, Orleton, Ludlow SY8 4HN.

Please read carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

1. Your Holiday Contract

When you make a booking you guarantee 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.

a) For flight inclusive holidays Oro Tours Ltd act as retail agents for the Travel Trust Association and you are fully protected under their ATOL number 10300.

When you buy an ATOL protected flight inclusive holiday from us you will receive an ATOL Certificate issued by the Travel Trust Association. 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, 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.

b) When you buy a package holiday that doesn’t include a flight, protection is provided through our membership of The Travel Trust Association (TTA).

The Travel Trust Association (TTA), a travel trade association, exists in order to provide you with 100% financial protection. Every penny that you pay us is protected by the Travel Trust Association. Our membership number is U5926.

When you make a payment to us your money is deposited into the Trust Account. A Trust Account is a bank account designated to hold the customers’ money.

Your money remains in the Trust Account and is supervised by an appointed Trustee who is either a banker, chartered or certified accountant or a solicitor. Both the Travel Trust Association members AND the Trustee are required to authorise payments from the Trust Account.

In addition to being held in trust, you also have a financial guarantee from the Travel Trust Association.

TTA will guarantee the financial obligation of its Members up to a maximum any one passenger of £11,000. So if you paid £2,000 we guarantee we will reimburse the loss of the £2,000, where it is not available for you from the Trust Account.

Therefore, the Trust Account plus the guarantee will ensure that all the money which you have paid is safely protected and available to reimburse the money paid.

3. If You Change Your Booking

Once we have confirmed your booking, any change you wish to make to your holiday arrangements must be notified to us in writing and will be carried out subject to availability. For changes notified more than ten weeks before your departure date, an arrangement fee of £30 per person will be charged. In addition any amendment fee or cancellation charge levied by an airline or channel crossing operator will be payable by the client. Changes notified within ten weeks of your departure date will be treated as a cancellation of your original booking and cancellation charges as set out below will be levied.

4. If You Cancel Your Holiday

If you fail to pay in full 10 weeks prior to departure, we reserve the right to cancel your booking and your deposit, plus the travel element of flight inclusive holidays, will be forfeited. Should you or any member of your party be forced to cancel your booking, we must receive a written notice of cancellation signed by the signatory of the original booking form. The cancellation will take effect from the date that such written notice is received at our offices, and the following cancellation charges will apply. The charges are expressed as a percentage of the total land based holiday price (for flight inclusive holidays this figure is the total holiday price less the travel element itemised on our confirmation invoice, for independent travellers this figure is the total holiday price). The travel element of flight inclusive holidays is non-refundable.

Period before departure in which you notify us

Cancellation charge

More than 70 days

Deposit plus the travel element of flight inclusive holidays

Between 56 and 70 days prior to departure

40%

Between 28 and 55 days prior to departure

75%

27 days or less prior to departure

100%

                 

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

5. Cutting your holiday short

If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday 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.

6. If We Change or Cancel Your Holiday

As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.

Changes

If we make a major change to your holiday, we will inform you 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 some cases we will also pay compensation (see below). These options don’t apply for minor changes. 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 or higher standard, changes of carriers and alterations to the tour itinerary. Please note that carriers such as airlines may be subject to change.

Cancellation

Very occasionally it may be necessary for us to cancel a specific departure or tour. We reserve the right to do this for any reason up to 10 weeks prior to the departure date. We will not cancel your travel arrangements less than 10 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular tour or travel arrangement is not reached. If your holiday is cancelled 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).

Compensation

If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure in which we notify you

Amount you will receive from us

More than 70 days

Nil

Between 28 and 70 days prior to departure

£15 per person

Between 14 and 27 days prior to departure

£25 per person

13 days or less prior to departure

£30 per person

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, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.

7. If You Have a Complaint

If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) or our representative immediately. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department 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 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.

8. 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 provides 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. 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 8. 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.

If we, or the suppliers identified on your ATOL certificate, are unable to provide the service 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.

9. 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.

10. Your Holiday Price

We guarantee that there will be no surcharges on our holidays for Summer 2018. Whilst we reserve the right to increase or decrease prices at any time, once you have booked your holiday and paid the deposit, the price of your holiday as shown on your booking confirmation is fully guaranteed and will not be subject to any surcharge.

11. Flight Inclusive Holidays

As most airlines issue tickets and require payment at the time of booking, the travel element of flight inclusive holidays is payable with your deposit. The amount will be communicated to you by email or by telephone.

12. Passport, Visa and Immigration Requirements

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.

13. Protective Cycle Headwear

We strongly advise those partaking in cycle activities bring their own protective headwear.

14. Documents by email

Where practical, we shall send documents as a PDF attachment to an email. This may include your booking confirmation, reminders and receipts etc. You may at any time request paper copies by post.

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