PARTICIPANT TERMS & CONDITIONS
These Booking Conditions, together with our Privacy Policy and where your trip is booked via our website, our Website Terms of Use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with RW Travel and Events Limited, trading as Choose a Challenge a company registered in England with company number 06709179 and registered office address of 27 Old Gloucester Street, London, WC1N 3AX (“we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" unless otherwise stated are solely in respect of the named person on the booking.
By making a booking, the named person on the booking agrees that:
a. he/she has read these Booking Conditions and agrees to be bound by them;
b. he/she consents to our use of personal data in accordance with our Privacy Policy (a copy of which is available on our website and on request via team@chooseachallenge.com), including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
c. he/she is 18 years of age or above;
d. he/she accepts financial responsibility for payment of the booking.
1. Acknowledgement of risk
By registering for this trip you acknowledge and consent to the itinerary which is outlined in the information pack that we provide to you. Many of our itineraries involve trekking to high altitude. There is a significant increase in risk of acute mountain sickness which in its most severe forms can lead to serious injury or death, particularly if trekking to altitude over a short space of time, which is a feature of many of our itineraries. You should read your itinerary carefully and satisfy yourself that you are prepared to trek to the outlined altitude over the stipulated time period. In agreeing to these Terms and Conditions you acknowledge and consent to proceeding on this basis. If you are not satisfied, you should not register for this trip. You are advised to consult with a medical practitioner to determine if you should attempt the itinerary onto which you are booking.
By registering for this trip, you acknowledge that you are aware that adventure travel such as the trip you are undertaking involves potentially dangerous activities, sometimes in remote areas of the world, with a risk of illness, injury or death which may be caused by forces of nature, by illness, by wilful or criminal conduct of third parties or by terrorism. You further acknowledge that weather conditions may be severe, adverse and/or unpleasant and that medical services or facilities may not be readily available or accessible or consistent with standards in the United Kingdom during some or all of the time during which you are participating in the trip. If you are not happy to proceed on this basis you should not register for this trip.
2. Booking a trip
You are responsible for selecting a trip appropriate to your ability and interests. You must be in sufficient good health to undertake the trip. You are responsible for preparing for the trip by studying the itinerary and pre-departure information sent to you by us and for bringing the appropriate clothing and equipment as advised by us. For the avoidance of doubt the majority of our trips are only suitable for those in a fair state of physical fitness who do not have any pre-existing cardiovascular medical conditions. If you are unsure as to your suitability then you should contact us prior to completing your registration.
You are responsible for fully and honestly completing your registration form to the best of your knowledge. You must register for the challenge using your full name as displayed on your passport and provide a valid email address and telephone number by which means we may contact you. If this information changes at any time between your initial registration and your trip departure date you must notify us without delay, either by updating your registration portal or by sending an email to team@chooseachallenge.com.
If you need to make adjustments to the data you have provided to us (such as name changes and passport details) then you must inform us without delay. If we are required to update your booking details and/or passport information any time up until 10 weeks before your trip departure date then you may be liable to pay us any supplier-imposed penalty charges we incur as a result of the change. If your booking details and/or passport information needs to be adjusted within 10 weeks of departure date then this will be subject to a fixed £50 administration fee in addition to any supplier-imposed penalty charges. It is not always possible to amend certain details so any supplier-imposed penalty charges within 10 weeks of departure may be significant.
For any trip that you book with us, you will be required to pay a registration fee. This is the fee you pay to us as part of your registration for a trip. Once your full registration fee has been paid, your place on the trip is secured, subject to us receiving the full cost of the trip from either you or your chosen charity. Registration fees are non-refundable outside your cooling off period (as defined below).
In addition to the registration fee, you will also need to pay a balance payment. This is the remainder of the cost of your trip, once your registration fee has been paid. If you are fundraising for a charity, this is paid to us directly by the charity, subject to you reaching your fundraising target. The fixed cost payable to us by the charity represents no more than 50% of your fundraising target (excluding any surcharges). Please see clause 3 for full details. If your chosen charity does not confirm payment of your place with us by 7 weeks before your trip departure date, your booking will be cancelled and you may be liable for the full balance payment due.
To make a booking with us, you must answer all mandatory questions and submit payment of your registration fee. If you have chosen to split your registration fee over two instalments, then your 1st instalment and the associated non-refundable administration fee of £25 is payable at the point of registration. The 2nd instalment is then due by the relevant cut-off date highlighted on your registration portal. We reserve the right to return your registration fee and decline to issue a booking confirmation at our absolute discretion.
A binding contract will come into existence between you and us as soon as you have completed your booking and submitted payment of part or all of your registration fee, at which point you will receive a booking confirmation by email that will confirm the details of your booking. If your confirmed arrangements include a flight, we will also issue you with an ATOL Certificate.
Upon receipt, if you believe that any details on the ATOL Certificate or booking confirmation or any other documentation issued by us to you are incorrect then you must notify us immediately. Penalty charges may apply to any booking amendments that take place after your cooling off period, and it may harm your rights if we are not notified of any inaccuracies in your personal information.
You are granted a cooling off period of 72 hours from the point your initial registration is completed. This allows you to make changes to your booking without penalty or cancel your trip entirely and request a refund, less a £25 administration fee. Once the 72-hour cooling off period has expired, your full registration fee is payable and any changes to your booking are subject to the standard terms contained herein. You are advised to check your booking details as soon as you have completed your initial registration. If anything is incorrect or requires changing then you must make us aware without delay by emailing team@chooseachallenge.com.
If you have registered for a trip with different fundraising plans, you will select a fundraising target when registering for your trip, and this is clearly marked on your registration portal. You will be permitted to change your fundraising plan (see clause 3) without penalty up until 10 weeks before the departure date of your trip. If you select a lower fundraising target then you agree to pay us a flexi payment (representing 50% of the reduction in your fundraising target) by no later than 10 weeks before your trip departure date.
At the point of signing up to some of our international events, you may be required to decide whether or not you wish to include flight arrangements as part of your booking with us. You may change your mind about the inclusion of flights up until 10 weeks before the departure date of your trip, subject to a travel option change fee of £100 plus any third party supplier costs, by completing a trip alteration form, available from our website or from us upon request.
If you decide to include flights, your international flights will be arranged by us and will form part of your trip booking. Your trip will therefore commence from the point you meet our representative at your port of departure.
If you decide not to select flights, you are responsible for arranging and booking your own international flights and your trip will commence from the point you meet our in-country representative(s). If you decide not to include flights as part of your booking with us, your fundraising target will be reduced in lieu of you funding the cost of your own international flights.
Where you book your own flights, it is your responsibility to ensure that you arrive at your destination prior to the commencement of the itinerary applicable to your trip. We cannot be held responsible for any flight delays and/or cancellations if you have opted to organise your own international travel.
Some of our international trips allow you the option to extend your trip, by registering for an extension trip. You can register for an extension trip at the point of registration by paying us the applicable additional registration fee. If you did not initially register for an extension trip but later wish to add this to your booking, you may do so without penalty up to the cut-off date marked clearly on your registration portal. To do this you must login to your registration portal and update your travel option.
If you sign up to an extension trip after the cut-off date highlighted on your registration portal, then in addition to your extension registration fee you may also be charged a travel option change fee plus any additional third party supplier costs we incur. To sign up to an extension trip after the cut-off date you must complete a trip alteration form, available from our website or from us upon request.
Your extension trip registration fee is payable at the point your extension trip is added to your booking and your extension trip balance payment is due at 10 weeks before your trip departure date. Your extension balance payment secures your place on the extension trip. You may only participate in your chosen extension trip if you have paid us the relevant extension registration fee and the extension balance payment. Your charity is not involved in either of these payments. If you do not pay us the extension balance payment within 21 calendar days of the due date, the extension trip will be removed from your booking and you will be required to pay us a £50 administration fee in addition to any third party supplier costs we incur as a result of changing your travel option. Failure to pay this immediately will result in the cancellation of your booking.
If you pay an extension registration fee as part of your initial registration and decide to cancel your trip within your cooling off period, your extension registration fee will be refunded to you within 14 calendar days. If you decide to cancel your trip more than 72 hours after your initial registration, your extension trip registration fee is payable and non-refundable.
3. Fundraising for your trip
If you have chosen to raise money for a charity to cover some of the cost of your trip, you will have a minimum sponsorship requirement that represents the minimum amount of money you must submit to the charity selected on your registration portal in order for your place to be confirmed on the trip. This minimum sponsorship requirement is referred to as your fundraising target.
You agree that you will inform donors and potential donors to your fundraising that your balance payment must not be considered a charitable donation. You acknowledge and agree to inform all donors and potential donors that your balance payment, which represents up to 50% of your fundraising target, is used by the charity to cover the remainder of your trip costs, through which you gain a benefit, and that the remaining 50% of your fundraising target, in addition to any extra fundraising you choose to complete, may be considered a donation to the charity.
You agree to follow and abide by the guidelines of fundraising as directed by your chosen charity.
Some of our trips offer flexible fundraising plans where you may opt to either reduce your overall fundraising target by making a flexi payment to us by no later than 10 weeks before departure or instead self-fund your balance payment (by paying the balance payment to us directly, rather than fundraising for the charity) by no later than 10 weeks before departure. Where different fundraising plans are available, these will be clearly displayed in your challenge information pack and on your registration portal.
Please note: As part of our commitment to supporting the work of our charity partners, the self-fund option is only available on trips that are open to the general public. The funding options you have available are documented in your challenge information pack and also highlighted on your registration portal. If you wish to change your fundraising plan you may do so up until 10 weeks before your trip departure date by submitting a written request to team@chooseachallenge.com. You are not permitted to change your fundraising plan within 10 weeks of your trip departure date.
If you have signed up to a university trip then you must select one of our partner charities, all of which are available to view both on our website and your registration portal. If you have signed up to a bespoke trip in aid of a particular charity, you must select that charity for whom to fundraise in order to take part in that particular trip. If you have signed up to a challenge that is open to the general public, you can choose to fundraise either for one of our charity partners, or for any charity of your choice, subject to your chosen charity agreeing to and formally accepting our General Booking Terms.
Your fundraising deadline in accordance with this agreement is 8 weeks before your trip departure date. If you are unable to meet your fundraising target by 8 weeks prior to your trip departure date, your place on the trip will be cancelled and any payments you have made to us up to that point are fully non-refundable. If you reach an agreement with your charity to extend your fundraising deadline then this new arrangement is wholly separate to the terms accepted in this set of terms and conditions. The charity is responsible for paying us your full trip cost, and you are responsible for meeting your fundraising target as set out in the new arrangement between you and your charity.
If you are unable to travel for any reason, all donations received are payable to your charity and any payments made to your charity by you are fully non-refundable.
4. Paying for your trip
From the time you first register for your trip until 10 weeks before your trip departure date there are a number of payments that we may automatically debit from your chosen method of payment. Any payment once due is automatically charged to the same payment method you chose when you registered for the trip, unless you update your payment method. The payment schedules for your trip, including flexi-fund payment amounts and the associated reduction in your fundraising target, are detailed on your registration portal and may vary based on the options you select. Payments will only be automatically debited in accordance with the payment schedule you have selected. In registering for a trip you acknowledge and authorise us to deduct any due payment from your chosen account.
Prices may be quoted in British Pounds, Euros or Dollars. This is clearly specified on your registration portal and all payments must be made in the currency quoted at the time on your registration portal. Payments may only be made by debit or credit card.
At the time you register for your trip you must pay us all or part of your registration fee. If you register for an event without flexible fundraising options then your trip registration fee is payable in full at sign-up. If you register for an event with flexible fundraising options then you may choose whether to pay your trip registration fee in full at sign-up, or split the payment over two separate instalments. Your 2nd instalment due date is marked clearly on your registration portal. No other payments to us by you are able to be split or paid over the course of multiple instalments.
The option to split your registration fee over two separate instalments is subject to a £25 administration fee which is payable at the point of registration. If you decide to cancel your trip inside your cooling off period then your 1st instalment and any other payments made at the point of registration will be refunded to you within 14 calendar days, less the £25 administration fee. If you decide to cancel your trip outside the cooling off period but before your 2nd instalment has been paid, then we will debit the amount of your 2nd instalment at the point of cancellation. If your 2nd instalment cannot be charged to your chosen account, your cancellation request will be rejected until you have submitted payment of your 2nd instalment.
If you have opted to travel on an extension trip, your extension trip registration fee is payable at the point this is added to your booking. If you choose to add or remove an extension trip after the cut-off date highlighted on your registration portal then you will be required to pay us a travel option change fee of £100, in addition to any additional third party supplier costs we incur. If you choose to remove an extension trip from your booking prior to the registration portal closing date you will not be charged a travel option change fee but you will forfeit your extension trip Registration Fee.
If you choose to add or remove flights from your booking after the cooling off period then you will be required to pay us a travel option change fee of £100, in addition to any additional third party supplier costs we incur.
Balance payments are due at 10 weeks prior to your trip departure date. If you have reduced your fundraising target by agreeing to pay us a flexi payment then this will be debited automatically from your chosen method of payment at 10 weeks before your trip departure date. If you have opted onto an extension trip then your extension trip balance payment is also due at 10 weeks before your trip departure date.
If you do not pay us either the extension balance payment or your flexi payment within 21 days of the due date and we have not received a response from you then we will cancel your place on the entire trip at 7 weeks before your departure date with no recourse to refund (partial or complete).
Failure to settle any payment by its due date will place your booking at risk of cancellation and if any overdue payment remains outstanding for a period of 21 calendar days then your booking may be cancelled at our discretion. If you subsequently wish to travel after your place has been cancelled, you will be required to pay us a reinstatement fee of £150, in addition to any additional third party supplier costs we incur, in order for your booking to be reinstated. In the event of reinstatement, you may be liable to pay us an additional fee should you be required to change your travel option, such as removing an extension trip. All costs associated with the reinstatement of your booking are payable to us by you. If you are unable to pay the full cost to us immediately then your trip will remain cancelled without recourse to refund.
All monies paid to your chosen charity up to the full amount of your trip cost will be held on our behalf until they are paid to us. Please note: We are only liable for delivering your tour package on receipt of full payment of your trip costs from your charity. Any monies raised for your charity in excess of your fundraising target are retained 100% by the charity.
If you receive and accept a travel voucher from us in recognition of any failure on our part to deliver our services as contracted or if the service you receive is below the standard we expect to provide, you must redeem the balance within the period of validity stated on the travel voucher. Only at our discretion may the validity period of a travel voucher be extended. Travel vouchers are non-transferable and can not be exchanged for cash. If you only use part of the balance on your travel voucher, the remainder becomes invalid upon expiry. For the avoidance of doubt, you will be deemed to have accepted a travel voucher if we send one to the email address we hold on file for you and we have not received a response from you within 14 calendar days of its issuance stating that you do not accept the voucher.
5. Accuracy
We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish 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 arrangements that you wish to book before you make your booking.
6. Pricing
Prices are per person and there are inclusions and exclusions clearly outlined in your challenge information pack, which forms part of the registration portal. It is your responsibility to read this document and satisfy yourself of the trip inclusions and exclusions before completing your registration.
We reserve the right to amend the price of unsold trips at any time and correct errors in the prices of confirmed trips. We also reserve the right to increase the price of confirmed trips solely to allow for increases which are a direct consequence of changes in:
the price of the carriage of passengers resulting from the cost of fuel or other power sources;
the level of taxes or fees chargeable for services applicable to the trip imposed by third parties not directly involved in the performance of the trip, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
the exchange rates relevant to the package;
The number of other participants booked on the same trip as you failing to meet the minimum number of 12.
Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents) and any other transport providers.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.
However, if this means that you have to pay an increase of more than 8% of the price of your confirmed trip (excluding amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another trip if we are able to offer one (if this is of lower price you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for 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.
Should the price of your trip go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £25. 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 obligations to our suppliers and other protection in place.
There will be no change made to the price of your confirmed trip within 20 days of your departure nor will refunds be paid during this period.
Pricing of our trips may vary year-on-year in line with factors including, but not limited to, rising inflation, increased supplier charges, government levies, taxes, and changes to the exchange rate. In registering for your challenge you agree to pay us the total cost of your trip or fundraise your minimum sponsorship requirement as advertised. If your trip is transferred or deferred under any circumstances either by you or us then you agree to and accept any changes to the pricing and/or fundraising target of your new trip.
7. Insurance
Adequate travel insurance is a condition of your contract with us (the exception to this being events based solely in the UK). We do not provide our own travel insurance cover to participants and so you are responsible for arranging this independently. Information that you may find useful is available on our website at www.chooseachallenge.com/insurance. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, personal accidents, medical expenses, medical evacuation, air ambulance and helicopter evacuation, loss of effects, repatriation costs and all other expenses that might arise as a result of loss, damage, injury, delay or inconvenience occurring to you. If you choose to travel without adequate insurance cover, we will not be liable for any personal losses howsoever arising, and if we incur any costs of rescue and/or medical services on your behalf then you agree to pay us in full within 28 days.
If you are registered on an international trip, you must provide to us proof of suitable travel insurance, which includes medical repatriation, by no later than 10 weeks before your trip departure date; and while we may check it for suitability it remains your responsibility at all times to ensure that you are adequately insured. If you are unable to provide such evidence of insurance then your place on the trip may be cancelled at any point up until the day of your scheduled departure, in which case you will not be entitled to a refund of any monies paid to us. We recommend that you purchase your travel insurance as early as possible and that your policy covers trip cancellation in the event that you are forced to cancel, defer or transfer your place due to insurable reasons. You are responsible for ensuring your travel insurance is suitable for the requirements of the trip you are undertaking; for example, if you are signed up to our Kilimanjaro challenge, your travel insurance policy must cover trekking up to 5,895 metres above sea-level.
You must declare any known disability, health and/or medical condition to your travel insurer and update them if your health changes in any way prior to your trip departure date.
8. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, access arrangements, airline seat preferences, a particular facility at a hotel, etc. You should then confirm your request 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 booking or that it has been passed on to the relevant 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.
Meals are provided during all of our trips and we take pride in accommodating a wide range of dietary requirements. It is your responsibility to ensure that your dietary needs and/or preferences are entered on your registration portal. If your dietary information has changed since signing up to your trip then you should update your details on your registration portal or email your requirements to team@chooseachallenge.com by no later than 10 weeks prior to your trip departure date. While every effort will be made to cater for everyone’s individual dietary needs, food provisions in some of our destination countries can be limited, and as such we are unable to offer any guarantee that your dietary preferences will be accommodated at all times.
9. Disabilities and Medical Problems
As an inclusive tour operator we will do our utmost to cater for any special requirements you may have. If you have any known medical problem or disability which may affect your participation in the trip, you must provide us with full details upon making your booking so that we can adequately assess your ability to take part in the trip and make any reasonable adjustments to accommodate you. We may request further information from you to determine your fitness to travel including, where necessary, a letter or statement from your doctor or other suitably-qualified medical practitioner certifying your ability to take part in the trip. If you do not respond to our reasonable requests for further information and/or fail to provide the required documentation by 14 days prior to your departure date then your place on the trip will be cancelled without recourse to refund.
It is your responsibility to keep us updated if your physical or mental health has changed in any way since you registered for your challenge. You can do so by updating your personal information on your registration portal or by emailing team@chooseachallenge.com. If we become aware of any medical problem or disability which you knowingly failed to declare upon sign-up, we will cancel your booking in its entirety with no recourse to refund (partial or complete).
Acting reasonably, if we deem that your disability, health and/or medical condition is sufficient to disqualify you from your trip, we reserve the right to cancel your place at any time on the basis of the information you have provided to us. If your place is cancelled by us, due to a disability, health and/or medical condition that you declared when you initially registered for your trip, you will be eligible to receive a full refund of monies paid to us towards your trip costs (less the £25 administration fee if you have chosen to split your registration fee). Any payments to your charity are not refundable.
Acting reasonably, if we cancel your place as a result of a disability, health and/or medical condition that we were not made aware of at the point of your initial registration, or if you decide yourself to cancel your booking with us due to a disability, health and/or medical condition, then you will not be eligible for a refund of any payments made to us, including your registration fee. Any payments to your charity are not refundable.
Pregnancy is considered a medical condition and must be disclosed to us at the time of booking. If you become pregnant after signing up to one of our trips but before your departure date then you must inform us without undue delay so that we may assess your continued suitability to travel. We reserve the right to refuse to carry pregnant women over 24 weeks.
In the event you become sufficiently incapacitated on your trip as to be unable to direct your own care, including any injury or illness you sustain while participating on the trip, you authorise any and all medical treatment deemed necessary by us to be administered, whether this be by medical or non-medical personnel. We reserve the right to remove you from some or all of the itinerary, at your own risk and expense, without recourse to any refund, If we or our representative(s) judge you to be incapable of meeting the physical rigours and requirements of participating in the trip, or if we determine that your mental health is, or may, pose a risk to yourself or others by your continued participation.
You are responsible for settling any medical bills you incur during your trip directly. In accordance with clause 7 your travel insurance should cover such costs and we may assist you, where possible, in establishing contact with your travel insurance provider, if you are not able to do so directly. We are not responsible for paying medical bills on your behalf and so you must ensure you have access to funds that may be used to pay for any unforeseen costs you incur during your trip, such as unexpected medical bills and/or expenses.
10. Passport, Visa and Immigration Requirements & Health Formalities
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary.
You are required to submit to us at least one form of photo ID by no later than 10 weeks before your trip departure date. If you are participating in an international trip then we require a copy of your passport. You may upload a copy of your passport and/or photo ID to your registration portal or email the attachment to team@chooseachallenge.com.
It is your responsibility not only to provide us your passport document but to ensure that its validity is sufficient for the immigration requirements of entering your destination country. We take no responsibility for delays or additional costs in renewing your travel document. If your passport details change within 10 weeks of departure then this will be subject to an additional £50 administration fee in addition to any third party supplier costs payable by you to us. If you have not provided us your passport document within 10 weeks of travel then we reserve the right to cancel your place on the trip at any point up until the day of your scheduled departure, in which case you will not be entitled to a refund of any monies paid to us.
If you are required to obtain a visa to travel to your destination country, we will inform you as part of our pre-departure briefing information that we provide to you, however it remains your responsibility to ensure that you apply for and receive your visa in sufficient time before your trip. All costs associated with visas are your responsibility. We may provide information to support your visa application, upon request, but we can not be held responsible for any decisions taken by immigration authorities, either before your departure or during your trip. Tourist visas may be available on arrival to your destination country, however this can result in significant delays at the airport and travel advice is always subject to change at short notice, hence we recommend that all participants obtain their visas (where required) ahead of their trip.
Up-to-date travel advice can be obtained from the UK Foreign, Commonwealth and Development Office (FCDO) by visiting https://www.gov.uk/travelaware.
Non British passport holders, including EU nationals, should obtain up-to-date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country/countries through which you are travelling.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any 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 passport, visa, immigration requirements or health formalities.
It is your responsibility to obtain any necessary vaccinations for your trip and to do so well before the departure date. As we are not licensed to dispense medical advice you are advised to discuss this with your family doctor or a travel clinic. Any general information given to you in our briefing material is offered in good faith, however you must check the up-to-date requirements with a licensed medical practitioner.
11. Cutting your trip short
If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your trip 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 trip 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.
12. If You Change Your Booking & Transfers of Bookings
If you wish to change any part of your booking after our confirmation invoice has been issued, you must submit your request by way of a trip alteration form, available from our website or from us upon request, by no later than 10 weeks before your trip departure date. Changes of travel option within 10 weeks of the departure date are not permitted. This form must be completed by the 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 administration fee of £100 per change plus any additional costs and charges incurred by us and/or 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 so 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.
Trip Date Changes
You may choose to transfer to an alternative trip departing in the same calendar year by paying us a fixed fee in addition to any third party costs incurred by us and/or incurred or imposed by any of our suppliers in making the change to your booking. If your trip includes international flight arrangements then the fee to change your trip date is £150 plus any additional third party supplier costs. If your trip includes ground arrangements only then the fee to change your trip date is £50 plus any additional third party supplier costs. Your change request must be submitted on the prescribed form, available from our website or from us upon request, by no later than 10 weeks before Your Trip departure date. You will not be allowed to change your trip date if your intended departure date is less than 10 weeks away. The applicable change fee is payable on submission of your written request and we will debit this from your chosen method of payment unless you instruct us otherwise.
Deferral of Booking
You may choose to defer your trip to the following calendar year by paying us a fixed fee. If your trip includes international flight arrangements then the cost to defer your trip is £200; if your trip includes ground arrangements only then the cost to defer your trip is £100. For Three Peaks Trips, the fee is £50. Your deferral request must be submitted on the prescribed trip alteration form, available from our website or from us upon request, by no later than 10 weeks before your trip departure date. If payment of your deferral fee is not received by us on or before this cut-off date then we will assume you no longer wish to defer your trip and your booking will be cancelled.
Your deferral or trip date change is not confirmed until we have received full payment of the applicable fee and you have successfully re-registered for your new trip. If you defer to the following year, you must have registered for your new trip by no later than the registration portal closing date of your new trip. Failure to re-register by this cut-off date may result in the forfeiture of your trip and any monies paid to us and/or your chosen charity.
If you defer to another trip or change your trip date then you must continue fundraising for the same charity and select a trip departing to the same destination as your original trip. Your charity will allow you to carry-over any donations you have already received and count these monies toward your fundraising target for your new trip.
At our discretion, you may be allowed to defer or transfer to a trip to an alternative destination, subject to your chosen charity’s consent and the timely payment of the deferral fee to us by you, in addition to any increase in fees and/or third party supplier costs incurred being immediately payable by you to us. By deferring or transferring to a different trip you agree to the terms and conditions of your new trip, including any change to trip costs and/or fundraising target. If you choose to defer or transfer to a trip with lower trip costs and/or fundraising target, you will not be eligible to receive a refund of any price difference if you have already submitted payments to us and/or your charity.
We are only able to accept your deferral or trip date change request once your full registration fee has been paid. If you have chosen to split your registration fee over two instalments, and you request to defer your trip or change your trip date prior to payment of your 2nd instalment, you will need to pay your 2nd instalment before we can accept your request.
On acceptance of your request to defer or change your trip date, we will hold any payments you have made, including registration fees, extension trip payments, flexi payments and balance payments, in credit against your new trip. If you subsequently cancel your new trip, all payments made by you to us remain fully non-refundable.
You may opt to change your fundraising plan on your new trip, but any flexi payment already paid to us is fully non-refundable. If you decide to change to a lower fundraising target you will be required to pay us the outstanding flexi-payment balance at 10 weeks before your new trip date.
Important Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration thereafter could incur a fee of up to 100% of that part of the booking.
13. If You Cancel Your Booking Before Departure
If you decide to cancel your confirmed booking you must complete the prescribed form, available on our website or from us upon request. On cancellation of your trip, any fees that are due, computed as of the date of receipt of your cancellation request form, will be automatically debited from your chosen method of payment.
Your notice of cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it.
Choose a Challenge does not charge an additional cancellation fee onto any participant wishing to cancel their booking, however in line with our own financial commitments to our third party suppliers, your payment liabilities to us will depend on the length of time between cancellation and your scheduled departure.
If you cancel your booking outside the 72-hour cooling off period but more than 10 weeks prior to your trip departure date, your registration fee is not refundable. If you cancel before paying any outstanding registration fee instalments or your extension trip registration fee then any such amount due will be debited from your chosen method of payment on receipt of your cancellation request. Your cancellation will not be confirmed until we have received full payment of any monies owed to us on the date your cancellation request form is received.
If you cancel your booking within 10 weeks of your trip departure date, any payments that were due prior to cancellation are payable and fully non-refundable, including flexi payments, self-fund balance payments and/or extension trip balance payments. These payments are scheduled to be automatically debited from your chosen account at 10 weeks before departure. Where any such payments remain unpaid 21 days after their due date, your booking will be cancelled with no recourse to refund (partial or complete) of any payments made to us by you.
Please note: Booking amendment charges, including travel option changes, transfers and deferral fees, are not refundable in any circumstances.
On cancellation of your booking, any donations you have received remain pledged to your chosen charity and you relieve us of all responsibilities and liabilities as documented in these Terms and Conditions.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges through your insurer. Upon request, we will provide a statement of account for the purposes of confirming your booking details and payment history to your insurance company.
Please note: There is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
14. If We Change or Cancel
As we plan your trip 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 minor change to your trip, we will make reasonable efforts to inform you as soon as is reasonably possible, subject to sufficient time before your departure, however we will have no liability to you. Examples of minor changes include alteration of your outward/return flights by less than 24 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines detailed on your registration portal and/or used in our promotional material may be subject to change.
Occasionally we may be required to make a significant change to your confirmed arrangements. Examples of significant changes include the following, when made before departure:
a. A change of accommodation area for the whole or a significant part of your itinerary.
b. A change of accommodation to that of a lower standard or classification for the whole or a significant part of your itinerary.
c. A change of outward departure time or overall length of your arrangements by more than 24 hours.
d. A change of UK departure airport except between:
(i) The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend
(ii) The South Coast airports: Southampton, Bournemouth and Exeter
(iii) The South Western airports: Cardiff and Bristol
(iv) The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield
(v) The Northern airports: Liverpool, Manchester and Leeds Bradford
(vi) The North Eastern airports: Newcastle and Teesside
(vii) The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen
e. A significant change to your itinerary, missing out one or more destinations entirely.
Cancellation
We will not cancel your travel arrangements less than 10 weeks before your departure date, except for reasons of Events Beyond our Control (see clause 15) or failure by you and/or your charity to pay the final balance. We may cancel your trip before this date if, for example, the minimum number of clients required for a particular travel arrangement is not reached.
If we have to make a significant change or cancel your trip entirely, we will notify you as soon as possible and, subject to there being sufficient time to do so before departure, we will offer you the choice of:
a. accepting the changed arrangements (for significant changes); or
b. having a refund of all monies paid to us by you; or
c. subject to availability, accepting an offer of an alternative trip (we will refund any price difference if the alternative is of a lower value).
You must notify us of your choice within 7 calendar 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.
If we become unable to provide a significant proportion of the arrangements 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.
Compensation
In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:
a. If, where we make a significant change within 10 weeks of your trip departure date, you do not accept the changed arrangements and cancel your booking;
b. If we cancel your booking and no alternative arrangements are available and/or we do not offer one.
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 Maximum amount you will receive from us*
50-70 days £10
29-49 days £20
15-28 days £30
Less than 14 days £40
*IMPORTANT NOTE: We will not pay you compensation in the following circumstances:
a. where we make a minor change;
b. where we make a significant change or cancel your arrangements more than 10 weeks before departure;
c. where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements;
d. where we have to cancel your arrangements as a result of your failure to make full payment on time;
e. where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
f. where we are forced to cancel or change your arrangements due to Events Beyond our Control (see clause 15 below).
15. Events Beyond our Control
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 Events Beyond our Control. For the purposes of these Booking Conditions, Events Beyond our Control 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, epidemics, pandemics (including the ongoing impact of the COVID-19 pandemic), 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) concerned’s control.
Brexit Implications: Please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports etc. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Events Beyond our Control, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
16. Foreign Office Advice
We will follow advice from both the UK Foreign, Commonwealth and Development Office (FCDO) and our in-country ground agents and/or suppliers with regards to safety and security within your destination country. If the FCDO advises UK citizens not to travel to your chosen destination and this advice remains in place within six weeks of travel then we will cancel your trip. If we cancel your trip due to the FCDO advising against “all” or “all but essential” travel then you will be offered a free transfer of deferral to an alternative trip, subject to availability, and if you are unable to accept the new travel arrangements you will be entitled to request a full refund of all monies paid by you to us. If the FCDO does not specifically advise against travel to your destination then we may decide, subject our own operational assessment, to continue as planned, in which case we will not be in a position to make any refunds to you should you choose not to travel.
You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Events Beyond our Control. (See clause 15).
17. Our Responsibilities
We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your 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. 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 Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your trip. 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.
We will not be responsible or pay you compensation for any injury, illness, death, loss (including loss of enjoyment), 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 unforeseeable or unavoidable; or
c. Events Beyond our Control (as defined in clause 15).
We limit the amount of compensation we may have to pay you if we are found liable under this clause:
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 have 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:
d. The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); 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 these Conventions 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.
e. In any circumstances in which a carrier is liable to you by virtue of EC 261/2004 (denied boarding and flight disruption), any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
f. 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.
It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
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.
Please note that 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;
b. relate to any business;
c. indirect or consequential loss of any kind.
We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our information packs or on our website. 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.
Where it is impossible for you to return to your departure point as per the agreed return date of your 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 3 nights per person. Please note that the 3-night limit 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 trip. For the purposes of this clause, “unavoidable and extraordinary circumstances” means any event beyond our or our supplier’s control, examples of which are listed in clause 15 and include 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.
18. Insolvency Protection
We provide financial security for flight-inclusive [packages and ATOL protected flights]by way of our Air Travel Organiser’s Licence number 10210, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk.
When you buy an ATOL protected product 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. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £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. Not all trips or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom and European Economic Area (EEA).
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 (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 reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
We provide full financial protection for our package trips which don’t include flights, by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk. Our ABTA membership details can be found in clause 27.
If you book arrangements other than package trip from us, your monies will not be financially protected. Please ask us for further details.
19. Conditions of Suppliers
Many of the services which make up your trip are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. 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.
You are responsible for any goods and/or services you choose to receive from third parties paid for by you during your trip. This includes, but is not limited to, rental of equipment or clothing and purchase of any trips or excursions run by third parties (as detailed in Clause 20 below).
20. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on trip are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
21. Prompt Assistance
If, whilst you are taking part in your trip, 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 subcontractors 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 otherwise through your negligence.
22. Delays, Missed Transport Arrangements and other Travel Information
If you miss your flight or other transport arrangement, it is cancelled, or you are subject to a delay of over 3 hours for any reason, you must contact us and, if possible, the airline or other transport supplier concerned immediately.
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the 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. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your trip price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
We cannot accept liability for any delay which is due to any of the reasons set out in clause 25 of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).
The carrier(s), flight timings and types of aircraft detailed on your registration portal and in any communications you receive from us are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) in your Final Information Pack which is issued no later than 20 days before your trip departure date. Your Final Information Pack will show your departure terminal and the latest flight timings, but you should continue to check your flight details with the airline directly prior to travel to ensure you have all the up-to-date information. If we become aware of any changes to your travel arrangements, including flight schedule amendments, we will update you as soon as possible. You will not receive any physical flight tickets from us but instead check-in with your passport document only.
Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.
This brochure is 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.
23. Advance Passenger Information
A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our privacy policy.
24. Media
We reserve the right to take or use all photographic and film records produced on any of our challenges. This applies whether you have shared material with us directly or publicly through social media, including Facebook, Instagram, YouTube, etc. By participating in your challenge and in agreeing to these Terms and Conditions, you acknowledge and consent to our usage of any such records, which may include depictions of you taking part in your challenge, for promotional and/or commercial purposes, without payment.
25. Your Behaviour
You are responsible for familiarising yourself with and following the local laws and customs of your destination country. For example, homosexuality is illegal in some of the countries in which we operate. As a reliable source of information we recommend visiting the FCDO website (gov.uk/foreign-travel-advice) before departure. Our in-country representative(s) will do their best to answer any questions or concerns you have while in your destination and you are required to follow their reasonable requests and instructions at all times.
All participants 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 our representative(s) or any other person in authority, your behaviour 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 booking with us immediately. In the event of such termination our liability to you will cease and you will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you under this contract. 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 may also be required to pay for loss and/or damage caused by your actions and we will hold you individually liable for any damage or losses caused by you. Full payment for any damage to property or losses incurred must be paid directly to the property 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.
26. Complaints
We make every effort to ensure that your trip runs smoothly but if you do have a problem during your trip, please inform our representative who will endeavour to put things right. If your complaint is not resolved locally, please contact us at our UK office.
If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office, ideally within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please document your concerns as concisely as possible, as 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 clause may affect ours and the applicable supplier’s ability to investigate your complaint, and thereby affect your rights under this contract.
Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 27 for further details.
You can access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. Please note that the ODR platform is unlikely to be available for use by UK consumers at such a point that the UK’s transition period, as part of its withdrawal as a member of the European Union, comes to an end.
27. ABTA
We are a Member of ABTA, membership number Y6303. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
28. Jurisdiction and Applicable Law
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.
29. Variations and Amendments
We reserve the right to update or alter these Terms and Conditions at any time. You can find the most up-to-date version on our website at www.chooseachallenge.com/terms. You will be notified in writing at the point the new Terms and Conditions are published on our website, and any updates will take effect 14 days thereafter. You are deemed to have accepted any changes unless you write to us within 14 days of the latest version being posted on our website. We recommend that you refer to the Terms and Conditions prior to travel to familiarise yourself with the most up-to-date version available.
Schedule of Administration Fees
For easy reference, please find an overview of our administrative fees in the table below. Please note that these are for reference only and should there be any discrepancy, the terms outlined above will apply.
Please be aware that any changes are subject to availability, payment of the administration fee and any third party supplier costs that might arise as a result of your requested change. By deferring your booking you are electing to travel the following year. By changing date, this could be in the same or different year. Alteration fees can be applied to any other changes you wish to make to your booking but please speak to one of our team if you'd like to understand more about fees. All changes need to be requested by completing this alteration form.
