Private Tour Terms and Conditions
Once Highland Experience Tours, a trading name of The Ultimate Highland Experience Limited (“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).
Cancellation and Refunds for Private Tours
The 20% deposit is forfeited on any cancellation, which must be notified to the company in writing by e-mail.
Where the balance owing on a tour is not paid prior to the six-week deadline then the company reserves the right to cancel the tour and forfeit the deposit.
Where notification of cancellation has been received less than six weeks prior to the commencement of a tour the following schedule of refunds will apply:
- 41-28 days before start – 75% of balance
- 27-14 days before start – 50% of balance
- 13-0 days before start – NIL
Minus any non-refundable third-party charges.
Tour Cancellations by the Company
We reserve the right to cancel trips under exceptional circumstances such as those out with our control. In such cases clients will be promptly informed and offered:
- Transfer to a substitute trip or tour or
- An alternative trip or tour which if a lower value will include an adjustment refund; or
- A total refund of all prepaid monies.
This clause is subject to the Force Majeure provision below.
Force Majeure
The Operator does not accept any liability for any loss, inconvenience or damage caused by war, threat of war, riot or civil strife, terrorist activity, industrial disputes, natural disaster, fires, sickness, weather conditions, airport regulations, government guidance against travel, temporary, technical, mechanical or electrical breakdown of transport or any facilities contained within advertised accommodation, explosion of any nuclear plant or part thereof or radioactivity/contamination arising from such plant or other events beyond the reasonable control of the Operator.
Gift Cards
Gift card sales are final and non-refundable. Gift cards can be used towards all or any tour costs.
Accommodation
If you have chosen to book your own accommodation for a multi-day tour, we suggest you book rooms with a flexible cancellation policy.
When we book accommodation for you, we are accepting the third-party supplier’s Terms & Conditions on your behalf. The contract for the provision of accommodation shall exist between you and the accommodation provider. You shall be liable for all and any additional costs at the accommodation such as drinks, extras, additional cleaning fee if required, etc.
Dietary, Mobility or Medical Requirements
To provide the best possible experience for all passengers, we ask that you make us aware of any dietary, mobility or medical requirements on your booking or at the earliest opportunity.
Child policy
We welcome children of any age on our private tours, as long as they are traveling with an adult. We have a limited number of child seats available, so please let us know if you require one and the age of the child.
Dog Policy
We accept well behaved dogs if notice is given. It is your responsibility to ensure your dog is restrained, safe and waste is disposed of responsibly.
Passenger Conduct
We expect all passengers to treat our employees, fellow travellers, our third-party partners or service providers and the general public with respect and dignity. Any form of harassment, discrimination, offensive or disruptive behaviour will not be tolerated. We ask that phones are kept on silent and phone calls are kept to a minimum, for emergencies only. Passengers must comply with all instructions provided by the driver-guide for safety and the smooth operation of the tour. The company reserves the right to remove any passenger who engages in unacceptable behaviour or action. In these circumstances the passenger or their companion(s) will have no right to a refund. We expect all passengers to respect our property and reserve the right to charge a cleaning or damage fee of up to £250.00.
Luggage Policy
We will work with you to provide a vehicle that meets your luggage requirements. Porterage is not included in the cost of the tour. If you allow our staff to assist with the transfer of your luggage, you do so entirely at your own risk as we do not accept responsibility for your luggage at any time.
Itinerary Changes
We reserve the right to change the tour itinerary at any time due to weather and other events out with our control.
Smoking and Vaping
Smoking or vaping is not permitted in any of our vehicles or any accommodation. At attractions, please ensure you are in a designated smoking area.
Insurance
All passengers are required to carry their own suitable travel, medical, and cancellation insurance.
Visa and Passport Requirements
It is the responsibility of the passenger to adhere to Visa and Passport Requirements. We cannot advise on specific requirements. We advise you check the Government website by clicking here.
Gratuity
Driver / guide tips are not included in the tour price but if deserved, are greatly appreciated.
Timekeeping
If you are late for departure or at any of your stops, we reserve the right to alter your tour itinerary to ensure legal driving restrictions are adhered to. We ask you get in touch as soon as possible with our team to make us aware of any delays.
Return Times
Return times are given as an approximate and may be affected by road closures, traffic or situations outwith our control. We do not advise booking onward travel close to a tour’s return time. We do not take responsibility for your onward travel if your tour is delayed.
Alterations by the Company
Whilst the Company shall use its reasonable endeavours to provide the tour as planned, the Company reserves the right to alter itineraries in any way, and for whatever reason, or to vary accommodation. In the case of accommodation, alternative accommodation of a similar standard will be obtained.
Third Party Attractions and Tours
You may have the opportunity to enhance your experience by purchasing local tours or attractions through our staff. These are operated by trusted local providers. Please note that participation in these tours is subject to the terms and conditions set forth by the respective local providers.
Please be aware that prices listed in brochures and online are accurate at the time of writing but may be subject to change.
Suppliers of service
Tickets for boats, aircraft, trains or other carriers which are obtained by the Operator on behalf of passengers are subject to the conditions of carriage of the individual carrier. The Operator undertakes to select transport providers, accommodation or any other person providing services which have a good reputation. The company will not accept or have any liability for the acts of omissions whether negligent or otherwise, of transport companies, accommodation or any other person providing services in connection with the arrangements of the group/ individual(s) unless such a person is employed by the Operator or subject to the Operator’s direct control. The Operator is dedicated to providing passengers with a reliable and fault free service. In the unlikely event that a passenger wishes to raise any queries or complaints with the Operator, such query or complaint should be raised in the first instance with the tour guide, who will endeavour to resolve the situation to the passenger’s satisfaction. If any complaint cannot be resolved by the tour guide, passengers must raise their complaints in writing with the Operator within one month from the last day of the tour provided by the Operator.
Data Protection
In order to process your booking and to ensure that your travel arrangements run smoothly, we will need to use the personal information which you provide to us (such as your name, contact details, any special requirements etc). We may also use the information provided to keep in touch with you to obtain feedback and to advise you of the Company’s products and services (including special offers) from time to time. In addition, we may be required to pass this information on to third parties (such as accommodation providers or other suppliers relevant to your booking). We will not, however, pass your information on to anyone who is not involved in providing (or arranging the provision of) any product or service related to your booking.
For more information please refer to our Privacy Policy