BOOKINGS, CANCELLATION POLICIES with TTC (The Tough Club)
If you have booked any activities via an agent or 3rd party you will also be bound by their terms & conditions.
DIRECT BOOKINGS with TTC
Bookings are taken on the basis that they are made by a Group Leader. When you make a booking and pay your initial payment. A binding contract between us will come into existence only when we send our Booking Confirmation to you. Prior to doing so, we may send you an acknowledgement of your booking. Any such acknowledgement simply indicates that we are dealing with your booking request and is not a confirmation of it.
Please check your Booking Confirmation together with all other documents we send you, as soon as you receive them. Contact us immediately if any information which appears on the Booking Confirmation or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes further down the line. We regret we cannot accept any responsibility if we are not notified of any inaccuracies in any document within 24 hours of our sending it out. Whilst we will do our best to rectify any inaccuracies notified outside these time limits, you will be responsible for any costs and expenses involved in doing so.
Any contract is with the Group Leader as shown on the Booking Confirmation. Unless you advise us to the contrary, we will assume that every member of your group is over 18 years of age. If this is not the case and some members of your party do not fall into this age category, please check with us that the events you book can accommodate the younger members of your party. If this is not checked prior to your booking and you encounter problems during your arrangements, we cannot be held liable.
The Group Leader is responsible for ensuring that other members of his/her party are aware of these Booking Conditions and that they consent to him/her acting on their behalf in dealings with us.
The Group Leader is responsible for the reservation and for ensuring that all monies due for a booking are collected and paid on time by the members of the group. The Group Leader assumes all responsibility to settle the balance of the invoice for a confirmed booking before the final balance due date.
PRICE POLICY AND PAYMENT TERMS
We reserve the right to alter prices shown in any advertising, brochures or on any website and we will inform you of any price changes prior to the issue of our Booking Confirmation. Once our Booking Confirmation has been issued then, save in the case of manifest or system error, the price shown on the Booking Confirmation shall apply and no surcharges or other fees will be levied save where expressly provided for in these Booking Conditions.
When you make your booking and availability has been confirmed by TTC the Group Leader is required to pay a non-refundable initial payment of £50 for each member of the group. This is non-refundable.
The final balance of the total price of your arrangements must be paid by each member of the group via the Group leader at least 35 days or less prior to the package commencing. It is the Group Leader’s responsibility to make sure that all payments are made by members of the group by the due date for payment.
Your package will be determined by us based solely on the numbers who have paid the balance required in full as at the date 35 days prior to the package commencing (or any other final balance date specified). If your package is due to commence within 35 days of your booking then the total price shall be payable at the time of booking and numbers will be confirmed at the point at which we accept your booking and receive payment.
Payments can be made by via direct bank transfer or PayPal (4 % will be added to payment to cover PayPal charges)
If you opt to make a payment on behalf of another guest, you agree for the funds assigned to them during the transaction to be subject to the name change process.
All prices are inclusive of value added tax or similar sales tax.
CHANGES AND CANCELLATION BY US
We hope and expect to be able to provide you with all the services we have confirmed to you in our Booking Confirmation. We plan arrangements in advance using independent suppliers such as venues, hotels, activity suppliers etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a “Significant Change” we will endeavour to advise you as soon as reasonably possible. A Significant Change includes, purely by way of example, a significant change of booking destination.
In the case of a Significant Change before your departure we will provide you with three alternatives:
Alternative arrangements of equivalent or of closely similar (‘like for like’) standard and price, if available, or alternative arrangements of a lower standard together with a refund of the difference in price; or cancel the particular arrangements effected with a full refund of all monies paid.
In all 3 cases, compensation will be paid as detailed unless the change occurs as a result of circumstances beyond our control.
IF WE CANCEL YOUR ARRANGEMENTS
In the unlikely event we need to cancel or change your arrangements we will tell you as soon as possible. If we have to change your arrangements, we will provide you with alternatives.
Some of our activities are weather dependant TTC reserve the right to make reasonable changes to the programme of activities. Due to the nature of some of the activities they may be subject to cancellation due to weather conditions or other matters beyond the control of TTC. We will endeavour to re-schedule any cancellations and, or provide an alternative activity.
Some packages shown on our website or in our brochures can only be operated if a sufficient number of people book onto the group booking. If there are insufficient numbers booked on your group, we have the right to cancel the arrangements in question or require an increase in the total payable by each person in the group. If we have to do so, we will tell you as soon as reasonably practicable and in any event prior to the package starting. Where we cancel for lack of numbers in accordance with this clause, no compensation or other amounts (for example, the return of monies paid or the cost of any connected travel arrangements you have made independently) will be payable.
CHANGES AND CANCELLATION BY YOU
If you want to change your arrangements in any way you must inform us in writing as soon as possible. We will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and the booking conditions of suppliers.
Where we can make a change, we will charge for any additional services, facilities, or other items changed, at the price which applies on the day the change is made. In addition, we will also apply an administration charge of £50 to change the date or location of the booking or an administration fee of up to £30 per change to individual elements.
Cancellation charges may also apply where changes are made after the date when final payment is due.
Any discount or special offer you may have received at the time your original booking was made may be altered or reduced whenever changes are made if such discount or special offer has since been altered, reduced or withdrawn. Discounts agreed on a specific package price will only be applied to those group members participating in the full package.
If you have paid supplements for accommodation and the number of people in your accommodation changes less than 42 days prior to the package start date, you may have to pay extra.
Any change to your start date, destination, or accommodation has to apply to all members of your group although we will try to accommodate some changes.
You may not change arrangements chosen from our brochures or websites to special offer packages such as any featured in promotional publications, without incurring cancellation charges. Such a change would necessitate the cancellation of your existing arrangements (and be subject to our cancellation charges shown in clause ) and the re-booking of new arrangements at the price applying on the day the re-booking is made.
Subject to availability persons may join your group less than 42 days prior to the start date but there will be an administrative fee of £30 per additional name, such fee being in addition to the package costs, which will be payable immediately.
IF YOU CANCEL YOUR BOOKING
The Group Leader has the right, as agent for the remaining members of the group, to cancel the arrangements for all members of the group. If you wish to cancel all or part of your booking, you may do so at any time up to 35 days prior to the start date of your package but you will lose all monies paid on the booking. Within 35 days of the start date if some or all of your party cancel their booking or we are entitled to treat your booking as cancelled in accordance with these Booking Conditions, we may also levy a cancellation charge. These charges are based on the estimated cost of cancelling your arrangements and the expenses and losses we are likely to suffer if we cannot resell the package.
If you or anyone included within your booking is unable to attend for any reason, partial monies paid against the space will be retained and are non-transferable, but where possible, a new guest may be invited instead. The new guest must pay for their space in full. If a full place payment has been made against the original name, the terms of the contract have been met and it may be possible to transfer the place on the booking of the person(s) concerned to someone else/other people suggested by you and acceptable to us subject to the following:
The Group Member in question must opt to cancel their place confirming that they are happy for their funds to be transferred to a new guest. If the change can be made, you, or the new guest, will be required to pay amendment fees. together with any extra costs we incur or are asked to pay in order to make the change. Anyone who travels in place of anyone who was originally due to travel agrees to these Booking Conditions and any other requirements which apply to the booking. If the full cost of the travel arrangements should already have been paid when the change is requested, this must be paid before the change can be finalised.
If any person on the booking cancels and you cannot fill that person’s place, you may have to pay additional supplements for your accommodation. For example, you may have to pay single or under-occupancy supplements. If you do cancel, you must still pay any amendment charges, which arose before the cancellation, and any required monies towards any pre-booked items or services.
CHANGES AND CANCELLATION CHARGES
The following sets out the sums payable to us or you in the event of Significant Changes or cancellation. These sums are not payable where we have to make a Significant Change or cancel your arrangements as a result of:
(a) matters outside of our control
(b) where your booking was accepted “subject to availability” or similar, and the arrangements are not available
Period before start date of package in which notice of cancellation or Significant Change is received:
More than 35 days:
Amount you will receive from us if we make a Significant Change – Return of initial payment only
Amount you will receive from us if we cancel – Return of any paid monies only
Cancellation Charge if you cancel – Retention any paid monies
Between 35 days and 7 days
Amount you will receive from us if we make a Significant Change – Return of monies paid for arrangement affected by significant change
Amount you will receive from us if we cancel – Return of monies paid
Cancellation Charge if you cancel – 50% of total price for each person in the group who cancels owed and retention of any monies paid.
Less than 7 days
Amount you will receive from us if we make a Significant Change – Return of monies paid for arrangement affected by significant change
Amount you will receive from us if we cancel – Return of monies paid
Cancellation Charge if you cancel – 100% of total price for each person in the group who cancels owed and retention of any monies paid.
NOTE “total price” means the total price payable by each person for the arrangements excluding any fees payable for any changes made by you to your booking
LIMITATION OF OUR LIABILITY TO YOU
We will not be liable where any failure in the performance of the contract is due to:
You; or a third party unconnected with the provision of the arrangements and where the failure is unforeseeable or unavoidable; or 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.
Our liability, except in cases involving death, injury or illness, shall be limited in any event to a maximum of two times the cost per person of the booking arrangements per person affected.
Should you or any member of your group suffer illness, personal injury or death 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, we will offer you such advice, guidance and assistance as is reasonable in the circumstances.
Our liability will also be limited in accordance with our disclaimer terms & conditions.
Transfers & accommodation booked as part of your package.
Transfers are booked on behalf of the group, and as such, the transport provider’s insurance and conditions apply. We cannot accept any responsibility or liability whatsoever for traffic congestion, road accidents, adverse weather conditions, compliance with requests of the police, customs or other government officials and security services, or other matters outside our reasonable control and will not be liable for any inconvenience or loss incurred caused by a breakdown or unforeseen delay.
Unless otherwise expressly indicated by us in writing, excursions or other tours that you may choose to book or pay for whilst you are away are not part of the arrangements provided by 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.
Nothing in these Booking Conditions affects any statutory rights that you may have.
To obtain holiday and travel insurance which covers your activities booked.
If you have a special request, we will do our best to help, but we cannot guarantee it except as set out below. Please advise us of your request at the time of booking and make sure that we are given as much detail as possible. If your special request is vital to your arrangements, it must be specifically agreed with us before or at the time you book. We will comply with any special request which we have specifically agreed and confirmed in writing. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a special request on your Booking Confirmation or on the acknowledgement of your booking or any other documentation is not confirmation that the request will be met.
Unless and until specifically confirmed in writing all special requests are subject to availability. If any additional cost is applicable, it must be paid for immediately.
You are responsible for ensuring that you and all other persons included in your group satisfy all passport, visa, travel insurance and health certificate requirements and we accept no responsibility for any refusal of travel or entry into any destination or for any liabilities, losses, delays or expenses incurred through any irregularity in such documentation. If you have any queries with regard to documentation and insurance requirements you must raise them with us well in advance. This includes sufficient photo ID and signed liability for under 18 years of age for venues requiring proof of age where we can accept no liability for refusal of entry, on this or any other grounds.
Some of our packages involve strenuous activities. It is your responsibility to ensure that you and your group members have the levels of health and fitness required for any particularly strenuous activities.
You must provide us with full details of any existing medical or physical problem (including unusual height or weight) or disability that may apply to any member of your group and which affect your arrangements (including, in particular, any accommodation requirements) at the time of booking. If in our reasonable opinion, your chosen arrangements are not suitable for the medical or physical problem or disability or you are not travelling with someone who can provide all assistance that may be required, we have the right to refuse to accept the booking or you may not be able to participate in certain events in which event we shall not be liable for any losses or compensation arising. If you do not give us full details of any medical or physical problem or disability at the time of booking, we can also cancel the booking when we find out the full details if in our reasonable opinion the arrangements are not suitable in the circumstances. If we cancel in this situation, monies paid towards the event will be non-refundable and cancellation charges as set out must be paid by the person concerned.
It is your responsibility to make sure you have suitable insurance in place prior to travel. We cannot be held responsible for any costs you incur as a result of failing to have suitable insurance in place prior to travel.
If you are unable to attend all or some aspect of your package for any reason outside of your control, and you have the appropriate cover in place, we will be happy to provide you with a Statement of Payments Received to support an insurance claim, but please note that we are unable to confirm or deny your participation in the event. If you participate in sports and activities whilst travelling, whether or not organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to ensure that such activities are covered by your insurance policy.
You must be responsible for the behaviour of yourself and your group, for the duration of the booking process and the event itself. We can refuse to accept you as a customer or refuse to continue dealing with you and/or any other member of your party by terminating your arrangements if behaviour is or is likely to be, in our reasonable opinion, or in the reasonable opinion of any accommodation supplier or other person in authority, disruptive, upsetting or dangerous to yourself or anyone else or if you or any member of your party have caused or are likely to cause damage to property. This includes but is not limited to the possession and consumption of illegal substances by any members of the group, which is strictly prohibited during all aspects of the itinerary.
We will not pay any refund, compensation or other sum whatsoever or any costs or expenses incurred by you if we have to terminate your arrangements due to such unacceptable behaviour. In this situation we will then have no further responsibility for you or any other member of your party (including any return travel arrangements) and reserve the right to pass the contact details of the group leader to the provider in location, in order that they can attempt to recoup any charges they deem to be due in relation to damages caused by you.
Please be aware we are not responsible for any hotel booking arrangements made by yourself or a third party. Your agreement will be direct with the accommodation provider or your travel agent. It is at the discretion of the accommodation provider to decide upon reasonable deductions for any damage incurred directly by your group, during your stay.
ACTIVITY TIMINGS AND LOCATIONS
Our itineraries are designed for you to achieve maximum enjoyment from your arrangements. The general advice and timings provided must be adhered to at all times and failure to do so may result in your group being unable to participate in particular activities. We cannot be held liable should you fail to follow our advice or adhere to our planned timings. You are required to contact us immediately if any information which appears on the Provisional Itinerary and/or Final Itinerary or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes further down the line. Please note on occasion certain activities will not confirm the venue until around one week prior to the activity commencing and as a result your itinerary may be sent without the location and will be confirmed to you nearer to the date of the activity in question taking place.
ACCOMMODATION AND ACTIVITY LOCATIONS
If we confirm that a refund is due for an aspect of your booking, we will endeavour to process this within 14 working days, wherever possible.
IF YOU HAVE A COMPLAINT
If you have cause for complaint whilst on the package, you must bring it to the attention of any supplier provider immediately. They will do their best to rectify the situation. If your complaint is resolved locally, any formal refund or compensatory agreement made, including the provision of replacement arrangements to which you agree in location, will not be reconsidered or additionally compensated by us upon your return. If your complaint is not resolved locally, or you wish to make a formal complaint about the service you have received from us, please send your comments in writing within seven days of your return home by email found on our contacts page of www.thetough.club or in writing to our head office in Serbia.
CHANGES DUE TO CIRCUMSTANCES BEYOND OUR CONTROL
We will not be liable to pay any compensation if we are forced to cancel or in any way change your arrangements as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity.
By booking with us in the role of group leader, you agree to your name and email address being shared with any guests (‘group members’) for the sole purpose of them being able to communicate with you about the booking, for which you assume responsibility.
Where email addresses have been provided for your group, we will send them transactional communications, such as payment reminders and receipts. We will contact you, as group leader for the booking, with any necessary information relating to your booking, via email, phone and SMS.
We regret that we cannot accept any responsibility if we are not notified of any inaccuracies in your booking confirmation or any document we may send you, within 24 business hours of our sending it out. If you do not contact us within this timeframe, we will make the fair assumption that you are happy to proceed with your booking as detailed. Whilst we will do our best to rectify any inaccuracies highlighted outside of this timeframe, you will be responsible for any costs incurred from such rectifications.