Booking Terms and Conditions
These booking conditions will form part of your contract with Portfolio Travel Limited (registered company 10189713 ) for all travel arrangements you book with us, please read them carefully.
All bookings are made with Portfolio Travel Limited trading as Portfolio Travel (us/we). By booking a holiday with us you are deemed to have agreed to these Booking Conditions (which constitutes the entire agreement between you and us) and your booking will be accepted by us on this basis. The services to be provided are those referred to in your booking confirmation invoice.
2. Deposit requirement
You are required to pay a non-refundable deposit of £175 or 10% of the total value of your holiday whichever is greater per person for your booking to be confirmed. If your booking is made within 56 days of the departure date then the full amount is payable at the time of booking.
Holidays supplied by third party operators and not run by Portfolio Travel are subject to the third party operator’s deposit requirements and booking conditions.
3. Acceptance of booking
If we accept your booking we will issue a confirmation invoice. A contract will exist between us from the date we issue the confirmation invoice or if you book within 7 days of departure the contract will exist when we accept your deposit.
We accept payment by cheque, bank transfer, credit and debit cards. Payment of the balance of the holiday price is due 56 days before the departure date which will outline to you once we have received deposit. If this balance is not paid on or before the due date we reserve the right to treat your booking as cancelled.
5. Your details
In order for us to confirm your travel arrangements you must provide all requested details. Necessary details include full name as per passport, date of birth, nationality, passport number, passport issue and expiry date and any pre-existing medical conditions you have which may affect your ability to complete your travel arrangements.
Reservations are made on the understanding that you will check all details on your booking form immediately and advise us of any discrepancies. If airline tickets are issued with incorrect name spellings or middle names instead of first names, airlines may still impose standard cancellation charges and insist that a new reservation be made and paid for. We will not be responsible for any costs incurred to correct them, please note this could be up to 100%.
6. Booking amendments made by you
If after our booking confirmation has been issued, you wish to change your travel arrangements in any way, we will do our best to assist you, but cannot guarantee that this will be possible. Any request for changes must be in writing from the person who made the booking and you will be asked to pay an administration charge of £50 per person per change and any further costs we incur in making those alterations. No amendments are permitted to your booking within 10 days of departure.
7. Cancellation by you
If you cancel some or all portions of your booking cancellation fees will apply. A cancellation will only be effective when we receive written confirmation of the cancellation. If you cancel a trip:
- 56 days or more prior to departure, we will retain the deposit;
- Between 31 and 55 days prior to departure, we will retain the deposit or 50% of the total booking cost; whichever is greater, and
- 30 days or less prior to departure, we will retain 100% paid by you in connection with the booking.
8. Force majeure
Except where otherwise expressly stated in these conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any injury, damage, loss or expense of any nature as a result of “force majeure”. In these conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include whether actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, disease, fire and all similar events outside our control.
9. Changes by us
While we will endeavour to operate your travel arrangements as agreed to at booking confirmation we do reserve the right to make changes to your holiday after we have confirmed your booking. If changes are necessary we will inform you before departure and make suitable alternative arrangements. If we do have to make major changes to your holiday arrangements such as a change to a lower category hotel it will only be because we are forced to do so by circumstances beyond our control. In such an unlikely event we will inform you immediately and our objective will be to minimise your inconvenience. We will wherever possible offer you alternative arrangements as close as possible to your original choice. They may be of superior value, at our expense or of similar value. In the unlikely event that they are of inferior value we will refund the difference in the holiday price. You will then have the choice of accepting, taking another available holiday of similar price or cancelling. Should you choose to cancel no compensation will be payable and you will be reimbursed all the monies paid to us. Such refunds do not apply to changes caused by “force majeure” as defined in clause 8 above.
10. Cancellation by us
We may cancel a trip at any time prior to departure if, due to terrorism, natural disasters, political instability or other external events it is not viable for us to operate the planned itinerary. If we cancel your trip, you can transfer amounts paid to an alternate departure date or alternatively receive a full refund. In circumstances where the cancellation is due to external events outside our reasonable control refunds will be less any unrecoverable costs. We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, travel insurance excess or non-refundable flights.
You appreciate and acknowledge that the nature of this type of travel requires considerable flexibility and you should allow for alternatives. The itinerary provided for each trip is representative of the types of activities contemplated, but it is understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events.
12. Prices and Website Accuracy
Please note, the information and prices shown on our website, may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the website, quotations and prices at the time of writing or when they are given to you, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking
We reserve the right to impose surcharges up to 56 days before departure due to unfavorable changes in exchange rates, increases in airfares or other transportation costs, increases in local operator costs, taxes, or if government action should require us to do so. In such instances we will be responsible for the any amount up to 2% of the holiday price and you will be responsible for the balance. If any surcharge results in an increase of more than 10% of the trip price you may cancel the booking within 14 days of notification of the surcharge and obtain a full refund. Air Passenger Duty is included in the price of your air inclusive trip. Please note that a levy of up to 2.35% may be applied to all purchases made by credit card.
14. Passport and visas
You must carry a valid passport and have obtained all of the appropriate visas, permits and certificates for the countries in which you will visit during your trip. Your passport must be valid for 6 months beyond the duration of the trip. It is your responsibility to ensure that you are in possession of the correct visas, permits and certificates for your trip. We are not responsible if you are refused entry to a country because you lack the correct passport, visa or other travel documentation.
15. Travel insurance
Travel insurance is compulsory for all our travellers and should be taken out at the time of booking. Your travel insurance must provide cover against personal accident, death, medical expenses and emergency repatriation with a recommended minimum coverage of US$200,000 for each of the categories of cover. We also strongly recommend it covers cancellation, curtailment, personal liability and loss of luggage and personal effects. If you obtain travel insurance through us you acknowledge that you are satisfied with the level of insurance we have arranged.
16. Acceptance of risk
You acknowledge that the nature of your holiday is adventurous and participation involves a degree of personal risk. You will be visiting places where the political, cultural and geographical attributes present dangers and physical challenges greater than those present in our daily lives. We use information from government foreign departments and reports from our own contacts in assessing whether the itinerary should operate. However it is also your own responsibility to acquaint yourself with all possible relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.
Bookings are accepted on the understanding that clients appreciate and accept the possible risks inherent in adventure travel and that they undertake the tours, treks or expeditions featured in our programme at their own volition.
17. Our Responsibility
(a) We promise to make sure that the tour or holiday arrangements we have agreed to make, perform or provide, as applicable, as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these conditions and the other information which forms part of your contract with us, we will accept responsibility if, for example, you suffer death or personal injury or your contracted tour arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted tour arrangements. Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for suppliers).
(b) We will not be responsible for any injury, illness, death, loss (including loss possessions and loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
the act(s) and/or omission(s) of the client(s) affected or any member(s) of their party or
the act(s) and/or omission(s) of a third party not connected with the provision of your tour and which were unforeseeable or unavoidable or
‘force majeure’ as defined in clause 8 above
(c) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which any supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract. Any optional excursions or activities booked during your holiday do not form part of our contract as these are all arranged for you directly by the suppliers concerned. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(d) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. Please bear in mind that standards of, for example, safety, hygiene, and quality may vary throughout the destinations, services and transport your tour or holiday involves and may be lower than or different to those applicable in the UK. If the particular services which gave rise to the claim or complaint complied with the local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the tour or holiday in question.
(e) As set out in these conditions, we limit the maximum amount we may have to pay you for any claims you may make against us. We do not, however, limit or exclude our liability for death or personal injury caused by the negligence of ourselves or our employees (providing they were at the time acting within the course of their employment).
Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £500 per person affected unless a different limitation applies to your claim under clause 17(f) below. You must ensure you have appropriate travel insurance to protect your personal belongings.
For all other claims which do not involve death or personal injury, if we are found liable to you on any basis, the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 17 (f) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your tour.
(f) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question were that claim made against it (for example, the Warsaw Convention 1929 as amended or unamended and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens Convention 1974 for international travel by sea and COTIF, the Convention on International Travel by Rail. Please note: where a carrier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier or hotelier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request.
(g) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) 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 (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any expenses or losses incurred by or relating to any business including self-employed loss of earnings.
(h) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 18. If You have a Complaint below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
We do our very best to ensure that your tour or holiday arrangements go according to plan. However, if you have a complaint arising out of what we have agreed to provide for you please let us know at the earliest opportunity, if necessary by telephoning our UK office from wherever you may be. If a problem arises during your Holiday or Tour it is important that you advise our representative at the earliest opportunity who will endeavour to put things right. If your complaint cannot be resolved locally you should advise us within 28 days of the incident, in writing, giving your original booking reference number and all other relevant information. Your letter will be given prompt attention. If you fail to follow this simple procedure we cannot accept responsibility, as we would have been deprived of the opportunity to investigate the matter and where possible rectify any problem.
19. Optional activities
Optional activities not included in the trip price do not form part of the trip or this contract. You accept that any assistance given by a local representative in arranging optional activities does not render us liable for them in any way. The contract for the provision of that activity will be between you and activity provider.
In the event that any term or condition contained in these Booking Conditions is unenforceable or void by operation of law or as being against public policy or for any other reason then such term or condition shall be deemed to be severed from this contract or amended accordingly only to such extent necessary to allow all remaining terms and conditions to survive and continue as binding.
21. Flight Bookings
The prices shown on this website do not include international flights. Portfolio Travel will use its best endeavours to ensure that all flight prices are correct at the time that they are quoted. Once a deposit is paid on an airfare, it guarantees that a booking is being held for you, it DOES NOT GUARANTEE the fare. The fare can only be guaranteed when the flight booking has been paid for in full and a ticket has been issued. Flight bookings cannot be transferred.
- In accordance with EU Directive (EC) No 20111/2005 Article 9, we are required to bring to the Client’s attention the existence of a ‘Community List’ which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm. We are also required to advise the Client of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate the Client’s flight(s) at the time of booking. Where we are only able to inform the Client of likely carrier(s) at the time of booking, we will inform the Client of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after the Client’s booking has been confirmed will be notified to the Client as soon as possible. If the carrier(s) with whom the Client has a confirmed reservation become subject to an operating ban as above as a result of which we/the carrier are unable to offer the Client a suitable alternative the provisions of clause 5 will apply.
- We are not always in a position at the time of booking to confirm the flight timings which will be used in connection with the Client’s flight. The flight timings shown on our website and/or detailed on the Client’s confirmation invoices are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.
Specific instructions relating to departure and travel arrangements will be sent with the Client’s air or other travel tickets approximately 2 weeks before departure. The Client must accordingly check the tickets very carefully immediately on receipt to ensure the correct flight times. It is possible that flight times may be changed even after tickets have been dispatched – we will contact the Client as soon as possible if this occurs. It is the Client’s responsibility to check the return flight times whilst the Client is travelling as we may not able to contact the Client once s/he starts travelling.
- Any change in the identity of the carrier, flight timings and/or aircraft type (if advised) will not entitle the Client to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.
- If the Client’s flight is cancelled or delayed, their flight ticket is downgraded or boarding is denied by the airline, depending on the circumstances, the airline may be required to pay the Client compensation, refund the cost of the Client’s flight and/or provide the Client with accommodation and/or refreshments under EC Regulation No 261/2004 – The Denied Boarding Regulations 2004. Where applicable the Client must pursue the airline for the compensation or other payment due to them.
21. Your Financial protection
Your payment to Portfolio Travel Ltd is made directly to a clients’ trust account, supervised by an independent trustee. The trustee is a Banker, Chartered or Certified Accountant, or Solicitor appointed by the Travel Trust Association, a trade association that provides financial protection for the consumer. Your funds are held in this account and may not be released unless you receive your holiday or your funds are released to another company that becomes responsible and provides for your financial protection. This means that in the very unlikely event that Portfolio Travel ceases to trade, your money is safe. For more information and to verify our membership (Q4637) please visit www.traveltrust.co.uk
22. Applicable law
The laws of England govern these Booking Conditions to the fullest extent allowable. Any disputes in connection with a trip or these Booking Conditions must be initiated in the courts of England.
23. Registered address
Portfolio Travel Ltd, 11 Durrants Gardens, Rowlands Castle, PO9 6BJ