Terms and Conditions - Ciconia Travel

Terms and Conditions

All Ciconia tours are subject to the following Terms & Conditions:

Disclaimer

For the purposes of these terms and conditions reference to “you” or “your” includes all guests in the party, or users of our websites www.ciconiatravel.com or www.traveltalktours.com. Ciconia is a trading name of Travel Talk Adventures Ltd. (hereinafter referred to as “Travel Talk”) and the names are interchangeable within this document unless specified otherwise. A contract is formed between us when you make a reservation and payment for our services after accepting these terms and conditions. Your agreement is with Travel Talk, a company registered in the UK at the address of Chase Green House, 42 Chase Side, Enfield, Middlesex EN2 6NF. ABTA Membership Number: Y600X. Your transaction with us may appear on your records by Travel Talk.The invalidity or unavailability of any provision herein shall not affect the validity of the agreement, which shall be construed as such provision was replaced with an enforceable provision as similar to the original as possible. Should a conflict arise between these booking conditions and those in any of our brochures or agents, these booking conditions shall prevail.

Reservation & Payment

For standard bookings, a non-refundable deposit of £100, EUR 150, $200 (USD, AUD, CAD) per person is required. All bookings will be confirmed by Ciconia in writing to the lead passenger along with confirmation of balance payment details. All our tours are subject to availability and we reserve the right to return your deposit or payment and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you or your travel agent. The tour balance for all bookings will be direct debited from the payment details given at the time of booking 60 days prior to the departure date of the tour (90 days prior to the departure for Ski-France tours). If the booking date is within the 60-day period, it is subject to full payment. Payment can be made by debit cards and all major credit cards, excluding American Express. All documents will be sent to the email address of the Lead Passenger only. If there is a failure to complete the payment, Ciconia reserves the right to cancel the reservation. We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. If you are booking for more than one person, as the Lead Passenger, you are deemed to be the designated contact person for every participant included on that booking. This means that you are responsible for making all payments due in connection with your Tour booking, notifying the Tour Operator or its authorized agent if any changes or cancellations are required and keeping your party informed. By booking on behalf of another person or persons, you represent and warrant that you have obtained all required consents. You are responsible for verifying that any information you provide on behalf of another participant is complete and accurate and the Tour Operator will under no circumstances be liable for any errors or omissions in the information provided to complete a booking.
Travel Insurance

Each Client must take out adequate and suitable travel insurance in order to take part in a tour organised by us and this is a condition of your contract with us. Clients are wholly responsible for arranging their own insurance. Ciconia reserves the right to request a copy of their insurance policy and/or a receipt showing payment of the premium. Evidence of such insurances must be produced to Ciconia guide on request and normally on day one of your trip. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. A suitable insurance policy should provide adequate cover for medical expenses arising through illness or accident prior to or during the holiday and loss of holiday monies through cancellation and curtailment of the holiday for insurable reasons, as well as any additional coverage per your personal needs and preferences. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, injury, repatriation, evacuation expenses, curtailment and all other expenses that might arise as a result of loss, damage, injury, delay or inconvenience occurring to the passenger. Ciconia will not accept responsibility for, and in no event shall be liable for loss or damage of valuables or other articles left at public spaces or facilities used by Ciconia such as hotels, vessels, expedition vehicles, or any other mode of transportation. Losses due to ordinary wear and tear or acts of God are not reimbursable. Clients making their insurance arrangements should ensure that there are no exclusion clauses limiting protection for the type of activities they will be undertaking during their tour and are solely responsible to cover any belonging taken on tour. We reserve the right to cancel the booking, without any liability for refunds, of any customer who cannot satisfy us that they have purchased suitable travel insurance in accordance with this clause. Furthermore, if you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Cancellation by Client

Cancellations must be made by the Client in writing to Ciconia at info@ciconiatravel.com prior to the tour departure, following which the Client must receive confirmation of cancellation. If you do not receive such confirmation, please contact us. For bookings modified with an amendment fee, no refund is granted in case of cancellation, regardless of the time left to departure.
    Cancellation conditions are as follows;
  • 60 days or more prior to departure, deposit to be retained by Ciconia
  • 59-30 days 70% of tour fee is forfeited
  • 29-15 days 85% of tour fee is forfeited
  • 14-0 days 100% of tour fee is forfeited
Itinerary Changes

It may be necessary, sometimes at short notice, to make changes to an itinerary due to weather, traffic or road conditions. Regrettably, coaches, trains, boats do occasionally break down, or suffer mechanical or technical problems, or certain facilities on board a coach, train, boat may become faulty. Every effort will be made to rectify such issues as quickly as possible. In some instances, it may be necessary to replace the vehicle or boat which cannot be repaired. We cannot accept any responsibility for delays caused by any form of breakdown.
Changes by Ciconia

Ciconia’s aim is to operate all tours as advertised accepts that it may prove necessary or advisable to vary or modify a tour itinerary or its contents due to prevailing local conditions or any other reason. Ciconia reserves the right at any time to cancel or change any of the facilities, accommodations, services or prices described in our brochure or online and to substitute alternative arrangements of comparable monetary value or charge a supplement locally if alternative arrangements cannot be made, without compensation to the Client and accepts no liability to the Client whatsoever for costs or loss of enjoyment as a result of these changes. Where a major change is made prior to departure, the Client will have the choice of either: accepting another tour of equivalent or superior standard; or a choice of specified travel arrangements of a lower standard to those previously booked together with a refund of the difference in price; or cancelling the tour and obtaining a full refund. The definition of the “major change” is a change that is reasonably required but will depend on the individual tour and circumstances.
Changes by Client

All changes, amendments or additions must be confirmed prior to 60 days of the departure date to avoid cancellation or amendment fees. For bookings modified with an amendment fee, no refund is granted in case of cancellation or due to any price difference between the original and updated tour price.
    a) Passenger Name, Tour (within the same Destination), and Departure Date changes requested within:
  • 60-30 days to departure will incur an amendment fee of GBP 50, EUR 50, USD 75, AUD 75 or CAD 75 per person;
  • 29-15 days to departure will incur an amendment fee of GBP 100, EUR 100, USD 150, AUD 150 or CAD 150 per person;
  • 14 days to departure will be made at the sole discretion of Ciconia.
  • b) Tour Destination changes requested within:
  • 60-30 days to departure, changes will incur an amendment fee of GBP 70, EUR 70, USD 120, AUD 120 or CAD 120 per person;
  • 29 days to departure, changes will be made at the sole discretion of Ciconia.
  • For tours including any flights; if amended within the balance payment period (within 60 days to departure), the flight fee is non-refundable. Any change is subject to availability.
    Pre & Post Tour Accommodation

    We can arrange pre- and post-tour accommodation for most of our tours. If you haven’t booked pre or post accommodation while booking your tour, you may contact us for assistance. All extra accommodation costs must be paid in advance no less than one week prior to the tour departure by the Client. Unpaid accommodation less than 7 days prior to departure will be considered cancelled. The airport transfers offered with pre-tour accommodations can be only arranged after the payment has been received. The airport transfer won’t be valid without confirmation from Ciconia.
    Inclusions

    The tour price includes:
    • All accommodation as listed in the Services Section
    • All transport listed in the Services Section
    • Sight-seeing and meals as listed in the Services Section
    • The services of a group leader as described in the Section
    • Entrance Fees
    Exclusions

    The tour price does not include:
    • Any flights not mentioned in the Services Section
    • Visas
    • Travel Insurance
    • Extra meals and drinks
    • Items of personal nature
    • Optional activities and all the other services not stated in the ‘Services’ sections of this brochure or online.
    Airport Transfers

    All our tours include airport transfers, please make sure to check “Airport Transfer” information in the “Overview” section of every tour’s page. You must inform our call centre of your flight details (date of flight, flight number, arrival time and name of travellers) 10 days prior to your arrival for the confirmed arrangement of your transfer. You will be picked up by a Ciconia representative holding a Ciconia sign at the airport. Airport transfer/s are only available if stated under the “Inclusions” section of your selected tour.
    Solo Passengers

    Solo passengers have a few options while booking a tour. All prices are based on double and twin share occupancy. Solo passengers not wishing to pay a single supplement will be accommodated in a double, twin or triple room according to availability with a passenger(s) of the same gender. The single supplement need only be paid if a room to oneself is requested and is additional to the tour fee.
    Unused Services

    Should a Client fail to join a tour, joins the tour after departure, or leave the tour prior to completion, no refund will be made. If any member of your party is prevented from travelling, that person may transfer their place to another suitable person (introduced by you and satisfying all the conditions applicable to the holiday) or change to an alternative date provided that written notice is given in advance. A “suitable person” is one who has completed the booking form, presented travel insurance, obtained approval to travel from us and the transferee agrees to these Booking Conditions and all other terms of the contract between us. Please refer to Section 4: “Changes by the Client” for further details. Cancellation by the Client: If you are unable to find a replacement, cancellation charges as set out in the terms will apply. Otherwise, no refunds will be given for Clients not travelling or for unused services.
    Special Offers & Discounts

    Special offers and discounts can only be applied at the time of booking and cannot be retrospectively added at a later date, regardless of any later changes made to the original booking. Additional terms & conditions can be added during special campaigns and are solely valid for the specific campaign they refer to. Please see the Ciconia web site for particular conditions applicable to each offer. In all cases only one discount can apply to a Ciconia Tour booking. When two or more offers can apply to a booking in all cases only the discount offering the highest saving to the booking will be applied.
    Dietary and Special Requirements

    You must clearly state all your dietary requirements at the time of booking. Although many of our tours accommodate vegetarians and vegans, we cannot guarantee that special dietary requirements can be met and we cannot take responsibility for any such requirements not being fulfilled. If you have a medical condition or require special arrangements that may affect your trip, we ask that you inform us in writing at the time of booking. If we cannot reasonably accommodate your particular needs we may decline the booking or ask for you to be accompanied by a person who is able to provide full assistance to you throughout your trip
    Visa & Travel Documentation

    It is Client’s responsibility to obtain any visas, passports, health certificates or other travel documentation required. It remains the Client’s responsibility to ensure that these documents are in order and meet any additional costs incurred as a result of failure to comply with such requirements.
    Your Travel Agent’s Responsibility

    Any agent through whom you make a booking will communicate information from us to you and vice versa. We are not responsible for any failure by your agent to do this properly or in good time, nor for any advice given to you by your agent that did not originate from us.
    Price Validity and Accuraty

    Dates, itineraries and prices are valid from the most relevant edition of the website & the time of printing our brochure in October 2019 until 31 December 2020. Ciconia reserves the right to change any of the facilities, services, prices & accommodations, itineraries or vehicles described in the brochure or online without being liable for compensation or refund. We endeavor to ensure that all the information and prices both on our website and in our brochures 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.
    Conditions of Suppliers

    Some of the services which make up your holiday are provided by independent or third-party suppliers. These suppliers maybe small family or community-based operators offering transportation including by boat or jeep to rural villages, Felucca sailing trips or other who operate with the necessary licences and permits according to local law. The services they provide come 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. Copies of the relevant parts of these terms and conditions are available on request from us. Ciconia accepts no responsibility for any services including optional activities, which are not a part of the tour package.
    Authority on Tour

    Group tours are led by a Ciconia guide or tour leader. The decision of the group leader is final on all matters likely to affect the safety or well-being of any person participating in the tour. Should a passenger fail to comply with a decision made by the group leader or interfere with the safety or well-being of the group, the group leader may order the Client to leave the tour immediately, with no right to any refund (please see Your Liability to Us). All passengers must comply at all times with the local laws, customs, and foreign exchange and drug regulations of all countries visited, as well as our responsible travel guidelines. We cannot be held responsible for the actions or behaviour of other tour members, guests or individuals who have no connection with your booking arrangements or with us.
    Your Liability to Us

    All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. You will not be permitted to embark or continue on the trip if your mental or physical condition is, in the reasonable opinion of any representative of Ciconia, such as to render you incapable of caring for yourself, or where you become objectionable to other passengers, or you become a hazard to yourself or other passengers. We will not be responsible for expenses resulting in you being precluded from completing the trip for any reason, nor will we refund you any part of your trip cost. In all cases we will notify you of the reasons why we have taken this action. We will have no obligation to arrange for your return to the point of the trip departure if your condition manifests itself after the trip departure. If the trip involves travel by air, the captain of your aircraft can refuse to allow you to fly on the aircraft if he believes that you could be dangerous or disruptive to other passengers on the flight. Further, you will be liable to reimburse us for any expenses whatsoever that we incur as a result of such behaviour. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. You agree to indemnify us in full against all losses (direct and indirect and howsoever caused) arising from any third-party actions taken against us for loss or damage caused by you or arising from your participation on the trip.
    Risk Acknowledgement & Indemnification

    You acknowledge that the nature of the trip is adventurous and participation involves a degree of personal risk. The tours operated or supplied by Ciconia have been designed to provide participants with an exposure to the true nature of the environment visited and therefore involve an element of potential risk and exposure to potential hazards over and above those associated with normal ’package’ holidays. All bookings are accepted on the understanding that the Client appreciates such risks and hazards and they undertake all tours at their own volition. If a Client participates in an activity not included as part of a tour operated by Ciconia, the Client accepts all responsibility for taking part in such an activity, accepts that no further services will be provided by the company and indemnifies Ciconia against any and all claims related to such an activity. Where the Client suffers death, personal injury or any other loss whatsoever as a result of an activity forming part of the tour arrangements booked with the Ciconia, then Ciconia shall only accept responsibility if the death, personal injury or loss was caused by the negligent acts and/or omissions of Ciconia’s employees, officers, agents or direct suppliers. For the avoidance of doubt, Ciconia shall not be liable for such death, personal injury or any other loss suffered whatsoever if there has been no fault on the part of Ciconia or its partners, or if the cause was the fault of the Client (including without limiting the generality of the foregoing the Client’s participation in any activity/option not specifically detailed as included on the tour or operated directly by Ciconia) or due to the actions of someone unconnected with the tour arrangements or due to circumstances which neither Ciconia nor its partners could have reasonably anticipated or avoided. For ski tours snow conditions cannot be guaranteed at any ski resort, therefore Ciconia is not liable for lack of snow or non-operating ski lifts. All sailing boats used by Ciconia in Greece and Turkey are fully insured by each boats’ captain and they have accident insurance for passengers. As such, the Client accepts that for sailing trips in Croatia, Greece and Turkey any claims relating to accidents while on-board their sail boats need to be addressed directly with their boats captain, and indemnifies Ciconia against any and all claims related to such accidents incurred on their sail boat in Croatia, Greece or Turkey.
    Responsibility of Ciconia

    (1) Ciconia accepts responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us. (2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: the acts and/or omissions of the person affected; or 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 unusual or unforeseeable circumstances beyond ours or our supplier’s control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled. (3) 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 assumed to have adequate insurance in place to cover any losses of this kind. b. Claims not falling under 3(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 twice the price paid by the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking. c. Claims in respect of international travel by air, sea and rail, or any stay in a hotel: 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. In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, 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. 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. (4) 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. (5) 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. (6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: a. which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or b. relate to any business. (7) 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 brochure. 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.
    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. Where you experience a delay, which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but may not pay for them. Subject to the other terms of these 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.
    Feedback & Complaints

    You may reach us for any feedback or complaints at info@ciconiatravel.com , info@traveltalktours.com , or call us on +44 20 7459 4490 In the event of any dissatisfaction with any service provided by Ciconia, you must report it immediately to the Trip Leader so that action can be taken to remedy the problem. Failure to notify the Trip Leader of any problem immediately may prejudice Ciconia and may result in your ability to claim compensation from us being extinguished or reduced. Any complaint made to Ciconia following the conclusion of the trip should be made in writing within 28 days of completion of the trip. In the event that You do not notify us in writing within 28 days, Ciconia’s ability to investigate the complaint may be prejudiced and may extinguish your claim. As a Member of ABTA (Travel Talk Adventures membership number: Y600X), we are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
    Your Financial Protection

    The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency. Furthermore, Travel Talk - the parent company of Ciconia, is a member of ABTA, membership number Y600X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for cost. Safeguarding your adventure holiday is important to us. You can be sure your holiday is secured and fully financially protected.
    Privacy Policy

    In order to process your booking, Ciconia need to collect certain personal details from you, please read our Privacy Policy for detailed information. These details will usually include the names and addresses of party members, credit/debit or other payment details and special requirements such as those relating to any disability or medical condition that may affect the holiday arrangements.We must pass some information on to the relevant suppliers of your travel arrangements (hotels, transport companies etc.). Such suppliers may be outside continental Europe if your holiday is to take place or involve suppliers outside these countries. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. Ciconia will only deal with the personal information you give to Ciconia as detailed in our Privacy Policy unless you agree otherwise. We may make contact with you or members of your holiday party by post, e-mail, or telephone for the purposes set out. We will also use your information to inform you of offers in the future or to send you brochures only after your given consent. If you wish to opt-out of our newsletter, you can click on the link in any of our mails, or reach us at info@ciconiatravel.com. When the Client submits the review form, they accept that the feedback and all rights therein, become the sole property of Ciconia and that Ciconia shall have the right to make it available to the public on this website and for any purpose and in any media (including for advertising or other commercial use).
    Photos & Marketing

    The Client consents to Ciconia using images taken of the Client during the tour or shared on Ciconia social media accounts for advertising and promotional purposes in any media we choose. The Client grants Ciconia a perpetual, royalty-free, worldwide, irrevocable licence to use such images for publicity and promotional purposes.
    Governing Law

    The terms & conditions (incorporating these Booking Conditions) and all matters arising from it, is subject to the exclusive jurisdiction of the Courts of England and Wales.