Terms & Conditions

Once Highland Explorer Tours, a trading name of Radical Travel Group Limited, hereinafter referred to as “the Operator”, confirms your booking a contract is made between the Operator and you upon the terms and conditions set out below. Your statutory rights are not affected. In a booking with more than one passenger the ‘lead passenger’ will be deemed to have accepted the terms and conditions on behalf of all passengers within the booking. The ‘lead passenger’ is the passenger who makes the booking on behalf of all passengers in a multi-passenger booking and is named in the ‘lead passenger’ field within the booking. Within these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added at a later date).

1. Booking/Acceptance
1.1 The Operator accepts a booking on the understanding that a deposit or full payment has been collected and held either by the Operator directly, or by an authorised travel agent on the Operator’s behalf. Bookings made via the Operator’s own website are considered as made with the Operator directly. 1.2 On confirmation of your booking, subject to availability and at the Operator’s discretion, the Operator will reserve your place(s) on your selected products (“tours”). It is your (or on bookings involving more than one person, the lead passenger’s) responsibility, as the customer, to check the accuracy of your booking and travel dates. A contract is only made between you and the Operator upon your booking being confirmed and accepted and communication thereof to either you or your authorised travel agent (hereinafter referred to as “confirmation”). 1.3 On confirmation of your booking, a Booking Statement indicating the amount paid and an e-ticket will be sent to either you or your travel agent 1.4 In order to reserve your tour: 1.4a) Tours costing 200 GBP, 400 AUD, 360 CAD, 240 EUR, 500 NZD, 340 USD, 2,000 ZAR or less: full payment must be made at time of booking. 1.4b) Tours costing more than 200 GBP, 400 AUD, 360 CAD, 240 EUR, 500 NZD, 340 USD, 2,000 ZAR: a flexi-deposit of 50 GBP, 200 AUD, 100 CAD, 75 EUR, 200 NZD, 100 USD, 1,000 ZAR, per person per tour is required, but if the booking is made within 45 days of the nominated departure date, the full amount payable must be made at the time of booking. This payment is in addition to any deposit required by your travel agent. The deposit is accepted as a first instalment of the total tour price by the Operator only once the booking has been confirmed in writing by the Operator or your travel agent. Please note that there is no deposit option for the Up Helly Aa Viking Fire Festival Tour. Full Payment has to be made at the time of booking and normal cancellation fees apply (see 3.1). 1.4c) The outstanding balance of the tour price must be paid by no later than 45 days prior to the scheduled, nominated or confirmed tour departure date or the payment date specified in any promotion, which shall be by the due date stated on the confirmation issued to you. Whilst every endeavour will be made to remind you of the payment due dates, it is your responsibility to make this payment in full by the due date. If payment is not made to the Operator or to your authorised travel agent (for agent bookings) by the due date, the Operator will assume that you have cancelled your tour and cancellation charges in accordance with clause 3 below will be levied by the Operator. 1.4d) Booking Statements confirming ‘Full Payment’ will not be issued until full payment has been received by the Operator or authorised travel agent. 1.5 In the case of bookings made within 45 days of tour departure, the full cost of the tour will be payable immediately at time of booking. 1.6 The Operator reserves the right to cancel the booking and apply cancellation charges should full payment not be received within the above specified periods. 1.7 If you wish to book to travel at student prices, you must have an ISIC, ITIC or ISE student card or a Student Flights ID Card, valid at the time of and for the duration of your travel with the operator. Please note the minimum age for children on our tours is 5 years old. Children (aged 5-16 inclusive and must be accompanied by an adult), Seniors (aged 60+).

2. Travelling
2.1 The Operator’s E-tickets/Booking Statements confirming ‘Full Payment’ are not transferable. Your E-ticket/Booking Statement indicating that full payment has been made must be produced at any time at the Operator’s request. Photo identification is required for all tours. 2.2 Baggage is restricted to one reasonable sized suitcase or backpack and one small carry-on bag per passenger (maximum combined weight 15KG). Baggage in excess of this limit may not be carried. 2.3 It is your responsibility to check-in with the Operator not less than 15 minutes prior to the specified departure time. The Operator will not be liable for any service that departs or returns later than its specified time, even if as a result you miss a connecting service. The Operator will use its best efforts to ensure that departure and return times are met.

3. Cancellations & Changes
3.1 Cancellation of your booking must be in writing to either the Operator (for direct or website bookings) or the authorised Agent through which your booking was made. If your booking was made through an authorised Agent, all amendments and cancellations must be made directly through the Agent and not with the Operator (the Agent may also levy cancellation charges in addition to those noted below - please check with the Agent at time of booking). When written notification has been received by the Operator, a fee will be levied to cover the costs incurred. The amount of the cancellation fee will be dependent on the number of days prior to the departure date of the tour (not including the day of departure or the day of notification).

3.2 Flexi-Deposit Flexi-Deposit: If you need to cancel for whatever reason, where written confirmation is received by the Operator from you or your authorised Agent at least 45 days notice prior to your confirmed or nominated departure date, your deposit value will remain as a credit on your booking available to use against a trip of the same or greater total value than that originally purchased. One deposit amount can be credited per trip. Deposits cannot be combined or applied to existing bookings. No refund of the deposit will be applicable. Where the new trip departure is within the 2020 operating season (defined as the period covering all scheduled departures), this must be confirmed in writing to the Operator minimum 45 days prior to the new departure date.

3.3 Cancellation of individual passengers from a multiple booking where a group discount applies (‘4 or more’ discount) may mean that the discount applied on booking will be forfeited, due to the qualifying criteria no longer being met. If the cancellation results in the qualifying criteria no longer being met then the total price payable for the remaining passengers on the booking will be adjusted, and any forfeited discount will be reclaimed through deduction in calculating any refund due to the cancelling passengers. The following cancellation policies apply: HIGHLAND EXPLORER TOURS.



* Upgrades and Add Ons do not qualify for a deposit payment and attract a 0% fee if cancelled with their connected product outside 45 days. 

** For trips that do not qualify for a deposit option when booked more than 45 days prior to the confirmed / nominated departure date, any cancellation outside 45 days will levy the same fee as per cancellations from 45 days until the full fee threshold. 

3.5 Festivals & Special Events & Add On Products: (Special conditions apply to non-standard products). Festivals, Special Events including Highland Games tour, Edinburgh Military Tattoo tour, Up Helly Aa, 4 day Islay tour, 4 day Mull tour, 6 day Shetland tour & Add On Products: (Special conditions apply to non-standard products). Please refer to table 3.4 for updated terms and conditions relating to these products. 3.6 Private Group / Bespoke Tours – specific cancellation fees apply to each tour, the Operator will inform you of these prior to payment. A non-refundable deposit will be required at time of booking to cover any accommodation, third party supplier, meals and attraction costs. Where bookings include entrance fees to attractions, accommodation, involve accommodation upgrades or specific accommodation requests any cancellation fees incurred by the Operator will be passed on to you in addition to the standard Private Group / Group Tours refund policy. 3.7 If after your booking has been confirmed, you wish to change to an alternative departure date, or wish to change to another tour, one date change per person per tour is permitted without incurring an administration fee (except where charges in lieu of clauses 3.8 or 3.9 apply) subject to the tour being available and minimum notice of 45 full days given (not including the day of departure, or the day of notification). Any additional date and / or tour changes will incur an administration fee of 25 GBP, 45 AUD, 45 CAD, 30 EUR, 45 NZD, 45 USD, 400 ZAR per person per tour (except where charges in lieu of clauses 3.8 or 3.9 apply) subject to the tour being available and minimum notice of 45 days given (not including the day of departure, or the day of notification). For travel during the 2019 operating season, the operator must be advised in writing of the new nominated departure date with a minimum notice of 45 days given (not including the day of departure, or the day of notification). For travel during the 2019 operating season the new departure date must be confirmed by 31st December 2019 and will be subject to the confirmed brochure prices and booking terms and conditions of the 2019 Operating season. It is your responsibility to notify the operator in writing of your new nominated departure date. If the Operator has not received notification prior to the minimum notice period given the Operator will assume that you have cancelled your tour and cancellation charges in accordance with clause 3 will be levied by the Operator. Any changes of departure date or tour where between 15 and 44 full days notice is given (not including the day of departure, or the day of notification), will incur an administration fee of 25 GBP, 45 AUD, 45 CAD, 30 EUR, 45 NZD, 45 USD, 400 ZAR, per person per tour subject to availability and charges in lieu of clauses 3.10 or 3.11 where the new departure date / tour must be immediately nominated. These changes may result in the loss of any special discounts applied to the originally booked Tours and are in addition to any fees that may be levied by your Travel Agent. 3.8 Tour changes to one of a lower value or seasonality will result in the loss of any special discounts applied to the originally booked tour and will be subject to an administration fee equivalent to the cancellation fee on the original tour booked. 3.9 Tour changes to one of higher value or seasonality will require the difference in price to be paid. This may also result in the loss of any special discounts applied to the originally booked tours. 3.10 If the reason for your cancellation is covered under your insurance policy, you may be able to make a claim under that policy. 3.11 No name changes are permitted.** For trips that do not qualify for a deposit option when booked more than 45 days prior to the confirmed / nominated departure date, any cancellation outside 45 days will levy the same fee as per cancellations from 45 days until the full fee threshold. 

4. Your Responsibilities
4.1 The tour products offered are forms of transportation. For this reason, the Operator’s representative cannot offer constant special attention or assistance should you have any physical disability requiring such attention. 4.2 Passengers must be aged 5 or over and be accompanied by a person 18 years or over. There is no upper age restriction. 4.3 Passengers with specific physical or medical requirements. We will try to accommodate any passenger on tour but due to the nature of the product, we are required to consider specific physical or medical requirements on a case by case basis. We also ask that all passengers familiarise themselves with our Accessibility Statement. We will do our best to accommodate any passenger who may have specific assistance requirements provided they are accompanied by a companion capable of providing such necessary assistance and do not require special assistance from the Operator’s personnel. Any medical or physical condition requiring third party attention or treatment must be advised in writing to our Reservations Team when the booking is made. We ask that any special requests or requirements concerning travel arrangements or accommodation also be made at time of booking to ensure we can provide the best service possible. If submitting such notification, it is your responsibility to ensure it is acknowledged with your booking confirmation. The Operator cannot guarantee travel in the absence of such an acknowledgement. We will pass on any reasonable requests to the relevant suppliers but cannot guarantee that your requests will be met. The fact that a special request has been noted on your confirmation invoice or on any other acknowledgement is not confirmation that the request will be met. Failure to meet any special requests will not be a breach of contract on our part unless the request has been specifically acknowledged and confirmed as guaranteed by our Operations Team. The Operator reserves the right to refuse to carry anyone if it is felt that the individual cannot cope with the requirements of the tour and who may require services and facilities that the Operator cannot guarantee will be available. The nature of the tours means that not every type of disability can be accommodated despite reasonable endeavours of the operator. Most tours involve getting on and off coaches, trains, boats or ferries, sitting for long periods on coaches without toilet facilities, walking and other physical activities which may involve steps and stairs at sightseeing stops, visitor attractions and accommodation units. Coaches are not adapted to carry wheelchairs and do not have ramps, lift or low floor access. Collapsible wheelchairs can generally be carried in the luggage hold but you must check in advance with our Reservations Team to ensure that this is the case for your tour. The Operator cannot carry any motorised wheelchairs under any circumstances. You agree not to hold the Operator responsible for any decision made by them or by any service provider to refuse to carry you, provide any facilities or accommodation to you, or to provide any service to you in the absence of written acknowledgement and acceptance of your special request or of your specific assistance needs from our Reservations Team. Please note that 100% cancellation charges would apply in these circumstances. 4.4 It is your responsibility to have a valid passport and all necessary visas, permits and certificates on your person for your selected itinerary, to have all necessary vaccinations and to comply with applicable laws. Schengen Visas – it is your responsibility to have your passport stamped on entry to the European Union. The Operator will not allow you to travel if you do not have a valid visa for your destination. The Operator will not allow you to travel without a valid passport. 4.5 You agree to comply with the authority of the Operator’s representative and the laws and regulations of the countries visited, including customs and foreign exchange restrictions. If you do not do so, you may, at the discretion of the Operator’s representative, be asked to leave the tour. No refunds will be issued in such circumstances. 4.6 You agree that the Operator’s representative may take photographs and films of you while you are a passenger. These may be used in the Operator’s Group brochures and/or advertising and publicity material (including social media) without obtaining any further consent or payment in respect of such photographs and/or films. 4.7 You agree that the Operator may use any text written in comments books, recorded in customer surveys or input to online forums, in Group brochures, websites and/or advertising and publicity material without obtaining any further consent or payment in respect of comments. 4.8 There may be times when the Operator’s personnel have to make a decision in the interests of safety. It is a condition of bookings that you comply with the authority and decisions of the appointed representative of the Operator. If you do not comply with the said representative or are not compatible with the general enjoyment and well-being of members of the tour, the Operator reserves the right to refuse to allow you to continue the tour. In such a case the Operator will not be liable for any refund, compensation or any additional costs incurred by you. The Operator cannot accept liability for the behaviour of others on your tour nor if any facilities are curtailed as a result of their actions. 4.9 The Operators do not tolerate any form of abuse, verbal or otherwise, of its personnel. Any passenger abusing or threatening personnel will automatically forfeit their right to onward travel. 4.10 You are responsible for looking after your personal belongings whilst travelling. The Operator cannot be held responsible for any personal belongings left behind or damaged on any tour irrespective of the circumstances. 4.11 It is the responsibility of the passenger and authorised travel agent on behalf of the passenger to check the accuracy of dates booked upon receipt of their Booking Statement confirming ‘Full Payment’. 4.12 If you paid a Concession price on booking, you will be required to prove this entitlement at check-in for each departure. Should you not be able to do this, you will be charged the difference between the normal tour price and the discounted price in addition to an administration fee of 25 GBP.

5. Local Tours & Excursions
5.1 You may have the opportunity to purchase local tours or excursions from your Guide or Check-in Staff. These tours and excursions are run by local operators and will be subject to their terms and conditions. 5.2 Local tours and excursions purchased via Guides/Check-In staff are non-refundable. It is your responsibility to meet the tour at the designated departure point and time. Travel on local tours and excursions will only be permitted on presentation of the issued voucher to the named operator. 5.3 Local tour and excursion vouchers that are lost or stolen cannot be replaced. 5.4 Please note that prices printed in brochures are correct at the time of print and maybe subject to change.

6. Insurance is compulsory
6.1 There is no travel insurance cover included in the price of any tour or product represented in this brochure or on the website. 6.2  All guests must have travel insurance with medical, evacuation and repatriation covering all applicable dates of travel with HAGGiS Adventures. This insurance must cover; trip interruption, personal injury, medical expenses and repatriation cover including and during pandemic events.

7. Changes by The Operator
7.1 Prices in this brochure are based on costs and exchange rates at August, 2018. Should these costs change it may be necessary to make a surcharge on the price of your tour. Should the total tour price increase by more than 10% you will have the right to cancel within 7 days of notification without penalty. 7.2 No surcharge in respect of costs or currency fluctuations will be made once payment of the deposit for your tour has been received. This guarantee excludes fuel surcharges and does not apply to any taxes, charges or levies imposed by any government or their agencies. In exchange for these guarantees, no refund will be made if costs are reduced. The surcharge will only be made where the increase in cost will affect the price of the tour by more than 2%. 7.3 The Operator reserves the right to vary, modify or cancel any itinerary, either part or wholly. If this is necessary, they will substitute alternative arrangements of comparable value, or at the Operator’s discretion provide a full or partial refund. 7.4 If access to any country or area is prohibited for reasons of force majeure (i.e. circumstances such as political unrest, war or threat of war, riots, civil strife, closure of airports or ports, industrial disputes, terrorist activity, natural and nuclear disasters, fire, epidemic or health risk, Acts of God, adverse weather conditions or other similar events beyond the Operator’s control) the Operator reserves the right to amend or alter the product, or fully or partially withdraw the programme. If the Operator cannot offer suitable substitute services, you will be entitled to a refund (less reasonable expenses incurred by the Operator in respect of your booking). The amount of the refund will be calculated pro-rata based on used portion of the tour. 7.5 The Operator reserves the right to alter or substitute the type of vehicle mentioned in the brochure or websites.

8. Minimum Numbers
The Company reserves the right to cancel extended (multi-day) and day tours where the minimum number of passengers is not reached. The minimum number of passengers required for tour departure is 6. In such cases, the Company's liability to the Customer is either the full return of monies paid for the tour or provision of a suitable alternative tour as agreed with the Customer.

9. Weather Conditions
Under no circumstances can the Operator be held responsible for any delay, deviation or cancellation due to weather conditions, nor can any ticket be cancelled or amended by you at any time on the basis of weather conditions.

10. No Smoking Policy
The Operator operates a No Smoking Policy on all its vehicles.

11. Dispute Procedures
11.1 If you have a complaint in respect of any Operator, you should inform the Operator’s Representative at the time. Any complaint that cannot be resolved by the Representative should be submitted in writing within 28 days of the incident to The Customer Services Manager, Highland Explorer Tours, 60 High Street, Edinburgh, EH1 1TB, Scotland, United Kingdom so that your complaint can be passed to and then investigated by the Operator. The Operators will not consider complaints after the 28 day period from the end of your tour. 11.2 The contract and all matters arising in respect hereof shall be subject to Scots Law unless the Operator agrees otherwise in writing. 11.3 If any provision of this contract is held invalid or unenforceable by any court of competent jurisdiction, that provision shall be deemed to be rewritten to give effect to the same purpose within the permitted limits of the law. The validity and enforceability of the other provisions shall not be affected. 11.4 If you are unsuccessful in any legal action instituted against the Operator, you agree to pay all the Operator’s costs, including but not limited to attorney / client costs. 11.5 Our Guarantee Policy. Any Issues need to be raised whilst on tour to info@highlandexplorertours.com/0131 558 3738. If these issues are not resolved to your satisfaction a full refund will be awarded.

12. Contracting Parties
12.1 The booking conditions detailed herein contain the entire contract between you and the Operator. No representation, term, warranty or condition can be expressed or implied by reference to any other writing, advertisement or conversation. This contract may only be varied by a duly authorised officer or Director of the Operator in writing. 12.2 Your contract is with the Operator. At any time, and at the Operator’s complete discretion, the Operator may nominate to you in writing any other company or person to have the benefit of some or all of those provisions of this contract, which the Operator may then specify, as if you had agreed the provisions concerned directly with that company or person in the first place as well as agreeing them with the Operator. The Operator may at its complete discretion assign all or any rights and liabilities arising under or by virtue of this or any other contract with you. 12.3 All bookings with carriers and other service providers are subject to their terms and conditions and limitations of liability. Please note that some of these limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage. Whilst the Operator cannot accept any responsibility for any loss as a result of such actions or as a result of any act or omission of any such third parties, the Operator will give reasonable assistance in helping to resolve any reasonable dispute. 12.4 Many accommodation arrangements referred to in this brochure are provided by third party providers (unless stated otherwise). They are subject to the terms and conditions, and limitations of liability, imposed by the provider. 12.5 Every effort is made to ensure brochure accuracy at the time of going to print, however the Operator cannot be held responsible for printing and typographical errors, or errors arising from unforeseen circumstances.

13. Validity
The programmes advertised in this brochure are valid for the 2019 operating season unless stated to the contrary. These Terms and Conditions supersede all previous Terms and Conditions issued and are valid for all reservations made on or after 1st August 2018, until replaced.

14. Highland Explorer Tours - Operating Company
All Highland Explorer Tours are operated by:- Radical Travel Group Limited Atholl Exchange, 6 Canning Street, Edinburgh EH3 8EG. Registered in Scotland No 136334

 For your statutory rights please refer to www.legislation.gov.uk

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