Important
The following Terms & Conditions together with our Privacy Policy, the general information contained on our website and any other written information we brought to your attention before we confirmed your booking form the basis of your contract with We Tour Group Limited, a company registered in New Zealand and registered office at 14 Hayes Road, RD1 Kirwee Christchurch (“we”, “us”, “our”).
Please read them carefully as they set out our respective rights and obligations. In these Terms & Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
Except where otherwise stated, these Terms & Conditions only apply to the tour arrangements shown on our website (including accommodation required both before and after your booked tour and activities and other services) which you book with us and pay for before departure from your home and which we agree to make, provide or perform (as applicable) as part of our contract with you.
We Tour Group have an agency agreement with our coach tour operators and are therefore acting as an agent on their behalf for all coach tour operators we represent.
All references in these Terms & Conditions to “holiday/vacation”, “booking”, “tour” or “arrangements” mean such tour arrangements unless otherwise stated. All bookings are made pursuant to these Terms & Conditions. Please be aware that your deposit is non-refundable, (unless stated otherwise in our Covid Guarantee, see clause 13).
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
Any passenger affected by a disability or medical condition must ensure they have notified this to their travel insurers and that their travel insurance will cover it. We and or our tour operator partners may refuse to allow you on the tour or may have to terminate your participation in your tour if your mental or physical condition is such as to render you, in the reasonable opinion of any representative of ours or any carrier or other person in authority, incapable of caring for yourself or a hazard to yourself or other passengers.We will not be liable for any expenses arising from your being precluded from joining or completing the tour for any such reason and no refunds or compensation will be paid.
Mobility aids If you are planning to take a mobility scooter or other mobility aid please be aware each tour operator has their own restrictions in regards to what they will carry. This can include, but is not limited to, battery wattage, size and weight. It is your responsibility to ensure you have checked that you meet the tour company’s requirements. We cannot accept any liability if you are refused boarding or unable to take intended equipment.
Destination specific terms We use different suppliers in each of the destinations in which we offer tours. Some of the suppliers which we use are unfortunately unable to accommodate particular disabilities or mobility issues and we have set out a brief description of these below:
Please Note: The above is not an exhaustive list and we would still strongly advise that you contact us to discuss any disability which you have so that we can ensure that your chosen tour is suitable for your needs.
If you are offered a new travel date as a result of this clause 4, it is your responsibility to advise your travel insurance company of your new travel dates. We are not liable for any loss in failed insurance claims if you fail to do this.
If you have any food allergies which may cause significant health issues, you must tell us before you confirm your booking. Whilst our partners will try to accommodate any such requests, it is your responsibility to ensure that you actively avoid any food you are allergic to and make all appropriate enquiries to establish the ingredients contained within any food. The supplier is not under any obligation to prepare or provide special meals.
The balance of the tour price (after deduction of the applicable deposit) must be received by us no less than 90 days prior to the start of your tour. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to believe that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid.
A binding contract between you and us comes into existence when we dispatch our confirmation invoice for all bookings.
Covid Guarantee: If We Tour Group’s tour suppliers are unable to operate your tour as planned due to Covid-19 (a Force Majeure event), we will notify you as soon as possible. If there is time to do so before your departure date, and if available, We Tour Group will offer you the following options:
(a) (for significant changes to your tour) accepting a change to your tour (including, but not limited to, changes to certain arrangements that make up your tour, a change to another tour or deferring your tour to a later departure date); or (b) purchasing alternative arrangements from We Tour Group, of a similar standard to those booked if available, with you paying a supplement if the alternative arrangements are more expensive than those originally booked (you will receive a refund if you select an alternative which is of lower value); or (c) cancelling or accepting the cancellation of your tour and receiving a full refund of all monies you have paid to We Tour Group, in accordance with these Terms & Conditions.
The above options will not be available where any change made to your tour as a result of Covid-19 is considered a minor change (please see clause 14).
Please note that before you travel you should ensure that you and each member of your party have obtained adequate travel insurance (see clause 18). Where you and/or a member of your party are forced to cancel your tour due to contracting Covid-19, we will be unable to refund any monies paid (outside the scope of our Terms & Conditions) and will direct you to your travel insurer.
14. Tour features The features of the tour are set out in the website. We make no representations about the features of any tour other than those expressly set out in the website and these terms and conditions.
15. Website validity The website and these Terms & Conditions are valid for the departure dates as stated in the tour online, or additional departure dates we may introduce, unless otherwise expressly advised by us.
16. Variation or cancellation by us If We Tour or one of our coach tour operators were unable to provide the services you have booked the first course of action is for us to make our best efforts to make similar arrangements for you at no extra charge. If we are not able to offer an alternative that is suitable to you or that you are happy with we will refund the cost of those services to you.
If there is what is called Force Majeure which is out of our control we will attempt to provide refunds, however these will be less any unrecoverable costs or used portions of tours.
We are not responsible for any incidental or additional expenses you may incur due to a cancellation of this nature – this includes (but is not limited to) insurance excess or amendment/supplier fees or flight amendment/cancellation fees.
(1) In the event of industrial action affecting air, rail, cruise or other tour related transportation we will make every effort to contact the lead name and advise of alternative arrangements (if any).
(2) Most changes made to a confirmed tour are minor. If we make a minor change to your holiday/vacation, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include alteration of your outward/return flights and/or coach journeys by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers and/or a substitution of an included sightseeing activity to one that is of a similar or higher standard/offering. Please note that carriers such as coach tour operators may be subject to change.
(3) Occasionally, we have to make a significant change to or cancel a confirmed tour and we reserve the right to do so. A significant change is a change made before departure which, taking account of the information you give us at the time of booking or which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a significant effect on your tour. Examples of “significant changes” include the following, when made before departure: a) A change of accommodation area for the whole or a significant part of your time away. b) A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away. c) A change of outward departure time or overall length of your arrangements by more than 12 hours. d) A change of tour departure/conclusion location. e) A significant change to your itinerary, missing out one or more destination entirely.
We will not cancel your travel arrangements less than 90 days before your departure date, except for reasons of Force Majeure, failure by you to pay the final balance or where the minimum number of clients required for a particular tour is not reached.
(4) If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, you will be offered the following options: a) (for significant changes) accepting the changed arrangements; or b) purchasing alternative arrangements from us, of a similar standard to those booked if available, with you paying a supplement if the alternative arrangements are more expensive than those originally booked (you will receive a refund if you select an alternative which is of lower value); or c) cancelling or accepting the cancellation and receiving a full refund of all monies you have paid to us.
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again within 2 days, we will assume that you have chosen to accept the change or alternative booking arrangements. Please note, the above options are not available where any change made is a minor one.
(5) If we have to make a significant change to or cancel a confirmed tour, we will in addition to the options set out above pay you reasonable compensation in the following circumstances: a) If, where we make a significant change, you do not accept the changed arrangements and cancel your booking; or b) If we cancel your booking and no alternative arrangements are available and/or we do not offer one.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
IMPORTANT NOTE: We will not pay you compensation in the following circumstances: a) where we make a minor change; b) where we make a significant change or cancel your arrangements more than 90 days before departure; c) where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements; d) where we have to cancel your arrangements as a result of your failure to make full payment on time; e) where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; f) where we cancel due to insufficient bookings; g) where we are forced to cancel or change your arrangements due to Force Majeure.
Very rarely, we may become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed. If that occurs we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.
17. Cancellation By You
The following cancellation fees apply to each individual person who cancels and where shown as a percentage are based on the total cost of the arrangements which are being cancelled excluding any insurance premiums, amendment fee or previously incurred cancellation fees which are all non-refundable in the event of your cancellation this applies to all tours except those with a domestic airfare included and AAT Kings & WA NT Coach Tours: Deposit = Non refundable 89-60 days = 30% of tour 59-30 days = 50% of tour 29-8 days = 80% of tour 7 days or less = 100% of tour
*except for any Inspiring Journeys tours and any tours from AAT Kings with a domestic airfare included which are: Deposit = Non refundable 89-60 days = 30% of tour 59-16 days = 50% of tour 15-8 days = 90% of tour 7 days or less = 100% of tour
Coral Expeditions Cruises 90+ days = Loss of deposit 89-60 days = 50% of tour 59 days or less = 100% of tour
Cancellation by you due to unavoidable & extraordinary circumstances: You have the right to cancel your confirmed holiday/vacation before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday/vacation destination or its immediate vicinity and significantly affecting the performance of the holiday/vacation or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where there is a government travel advisory against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
18. Amendment by you If you wish to make any amendments to your confirmed booking you must notify us in writing as soon as possible. Whilst we will do our best to assist, it may not always be possible to make such amendments. Where we can, an amendment fee of NZ$50 per person will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. A change of tour dates will normally be treated as a cancellation of the original booking and rebooking in which case cancellation fees will apply. Changes may result in the recalculation of the tour price where, for example, the basis on which the price of the original tour was calculated has changed. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with these Terms & Conditions.
Transfer of booking: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
a) that person is introduced by you and satisfies all the conditions applicable to the holiday/vacation; b) we are notified not less than 7 days before departure; c) you pay any outstanding balance payment, an amendment fee of $50 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and d) the transferee agrees to these Terms & Conditions and all other terms of the contract between us.
You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation fees as set out below will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Important Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
19. Risk and travel insurance You acknowledge and accept that there are inherent risks associated with any tours, for example events of Force Majeure, hazards of travelling in undeveloped areas, travel by boat, train, automobile, aircraft or other means of transportation particularly in more remote locations, forces of nature, political unrest and accident, illness, epidemics or pandemics in regions without means of rapid evacuation or medical facilities. We cannot accept any liability regarding the provision of medical care or the adequacy of any care that may be rendered where it is provided by third parties.
It is a condition of your booking and your responsibility to ensure that you have sufficient and valid travel insurance to cover your booking with us. We reserve the right to decline your booking if adequate proof of such current and valid travel insurance is not provided to us if requested. Please note that we do not check individual policies for suitability. We insist you take out appropriate travel insurance to cover as a minimum: pre-existing medical conditions, medical expenses, repatriation in the event of accident or illness, cancellation by you for any reason, cancellation charges, loss of luggage, early return following death of a relative as defined in the respective proposal forms or emergency repatriation, for example in the event of accident or illness. It is your responsibility to ensure that the insurance fully covers all your personal requirements and the specific risks outlined above. Please read your policy details carefully and take them with you on your tour. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. If you choose to travel without adequate insurance cover, we will not be liable for any losses no matter how arising, in respect of which insurance cover would otherwise have been available. If you have any questions, these should be raised with your travel insurance provider.
20. Itinerary changes and travel advice During local or national holiday/vacations, certain facilities such as museums and restaurants, sightseeing tours and shopping may be limited or not available. Alternatives will be offered if possible.
21. Baggage allowance As a general rule of thumb you are entitled to carry one suitcase per person with the total sum of its length, width and height not exceeding 150cm (59 inches) and weight 23kg (50 lbs). Hand luggage must have a total sum of its length, width and height not exceeding 81cm (32 inches) and weight 6kg (13lbs). Personal and valuable items such as make-up, cameras, medication, passport, money/credit cards etc should be carried in a travel bag or on your person. You must ensure that luggage meets the weight requirements as overweight or oversize items will not be carried. Some tour operators may impose a small surcharge per day for a second suitcase per person. Excess baggage is always at your cost and the discretion of your tour operator. It is best to check what your specific tour operator’s policy is, the above is an indication only and may vary by supplier.
22. Young travellers Travellers who are less than 16 years old on the departure date must be accompanied by and share a room with an adult aged 16 or over. Children under 8 years of age cannot be accepted on our tours.
23. Complaints If a problem occurs during your tour, you must advise us immediately so that steps can be taken to resolve the matter and you can continue to enjoy the remainder of your tour. You must also advise the tour operator/supplier concerned. If your complaint is not resolved locally, please contact us by email at [email protected] or call 0800 WE TOUR.
If you remain dissatisfied, any complaint must always be made in writing to us giving full details within 30 days of the end of the tour. If you fail to follow this procedure, your right to claim compensation you may otherwise have been entitled to may be affected or even lost as a result.
24. Tour price and duration All prices on our website are quoted in Australia dollars (AUD). All prices on our website are believed to be correct to the best of our knowledge at the time of publication but errors may occur and prices are subject to change. You must therefore ensure you check all details of your chosen tour (including the price) with us at the time of booking. The number of days duration stated in each itinerary includes day of departure and day of return. Tour durations may vary and the itineraries on our website should be used as a guide only.
25. Passports and visas You must have a valid passport with that meets the requirements of the Australian government entry criteria. It is your responsibility to ensure any visas required for countries to be visited on the tour have been obtained prior to the tour departure date. Failure to obtain correct documentation, visas and/or any other requirements for travel will mean that you may be unable to participate in particular excursions and may be denied boarding and/ or entry into certain countries.
Passport and visa entry requirements and costs are your sole responsibility. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates as applicable. Requirements do change and you must check the up to date position in good time before departure. We cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
26. Optional activities and dining Optional activities on the tours and dining are subject to availability, seasonal / operational factors and minimum / maximum numbers. More details on optional tours may be found on our website. On occasion, it may not be possible to arrange an included activity. Suitable alternatives will be arranged. Inclusions may also be subject to change.
27. Vaccines, medication and medical services Health facilities, hygiene and disease risks vary worldwide. It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions for the countries you are visiting and ensure that vaccinations or preventative measures are taken early enough to be fully effective by the date of travel. You should take health advice about your specific needs as early as possible and recognise that advice may change, prior to your departure. It is your responsibility to ensure that any medication you need to carry is permitted to be taken into the countries you are visiting. We recommend you consult with your GP and relevant embassy before booking and review in good time before your departure as advice may change. Any medical services and costs required on tour are at your expense. We strongly recommend suitable and adequate travel insurance.
28. Images, photographs, maps and information The photographs on our website and any publications and information provided represent typical scenes and descriptive detail for each tour, but it is possible that the subject matter may not be seen or experienced whilst on the tour itself. Some pictures may have been digitally enhanced.
Maps or tour depictions contained on our website or any other brochures issued by We Tour Group, are intended as an indication only and should not be relied upon as the actual route taken during the tour. We Tour Group are not liable to you for any variation to the tour.
29. Prompt assistance If, whilst you are on holiday/vacation, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Terms & 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. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.
30. Conditions of suppliers Many of the services which make up your holiday/vacation are provided by independent suppliers. Those suppliers provide these services in accordance 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, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
31. Amendments to these Terms & Conditions These Terms & Conditions may be subject to amendment from time to time. Amendments will be posted on the We Tour Group website www.wetouraustralia.com Published April 2022
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