BOOKING PROCEDURE, CONDITIONS & IMPORTANT NOTES
Provisional bookings may be made via our website or telephone, but must be confirmed by completing the tours online pre-booking form.
If your tour is booked more than 2 weeks away then you will have an option to pay a deposit to secure your day’s tour with the outstanding balance to be paid no more than 2 weeks prior to the tour date.
If your tour is less than 2 weeks from the booking date then we will require the full amount to be paid.
Once we have received your completed booking form we will, (subject to availability), send you an invoice/confirmation along with an itinerary and information on ways to pay. We use PayPal for all Credit/Debit card transactions.
DEPOSITS FINAL PAYMENT
The balance of the tour cost must be received by us not less than 2 weeks prior to departure. This date will be shown on the confirmation invoice. Reminders are not sent. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid.
PICK-UP FROM YOUR HOTEL
We will aim to collect you and/or your group directly from your hotel/accommodation in Krakow (or within the surrounding area).
Please note that due to traffic regulations forbidding vehicle access to parts of the city centre we may be unable to drive to certain hotels/accommodation. If this is the case we will arrange the nearest possible pickup/ drop off point.
Children up to the age of 18 years old must be accompanied by a parent or guardian.
Please tell us whilst making your pre- booking if your child/children need a booster seat and/or a child’s car seat so we can make sure these are available.
Please note certain tourist attractions advertised in our tours do not accept children under the age of 14. We will inform you if this will be a problem during the booking process.
All tours involve a significant amount of walking often over uneven surfaces, up hillsides and steps. Participants on all tours should be able to walk for at least 60 minutes without requiring a rest, stand for up to 30 minutes at a time and should be able to embark and disembark a 4x4 Vehicle.
If anyone in your group has any special requirements as a result of any medical condition or disability please tell us whilst making your pre- booking so that we can assist you in considering the suitability of the tour and making the booking. In any event, you must give us full details in writing at the time of pre-booking.
You must also promptly advise us if any medical condition or disability develops with a member of the group which may affect your tour after the booking has been confirmed.
If we feel unable to properly accommodate your needs, we reserve the right to decline your booking or, if full details are not given at the time of booking or the condition/disability develops after booking, cancel when we become aware of these details.
DIETARY AND SPECIAL REQUESTS
Any dietary requirements and special requests must be advised at the time of pre-booking. Although we will endeavour to pass on any reasonable requests to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met.
We consider adequate personal travel insurance essential for all travel abroad, covering medical expenses, repatriation and personal liability, as well as cancelled, delayed and missed departure and loss or damage to personal possessions.
It is your responsibility to purchase suitable and adequate insurance that cover for your particular needs whilst you are on holiday and during your tour with us.
DAMAGE & BEHAVIOUR
You accept responsibility for any damage or loss caused by you or any other person on your booking form. Full payment for any such damage or loss must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
We expect all clients to have consideration for other people. If you or any other person on your booking form behaves in such a way as to cause or be likely to cause upset, distress or danger to us and any third party or damage to property, we are entitled, without prior notice, to terminate the tour of the person(s) concerned. We will have no further responsibility toward such person(s) and we will not pay any expenses or costs incurred as a result of the termination.
The following Booking Conditions together with the Booking Procedure, Notes and website information setting out the details of your tour form the basis of your contract with Salamander Tours Ogrodowa 2, Lanckorona, 34-143 Malopolska Poland.
Please read the conditions carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read and agreed to these booking conditions.
In these booking conditions “tour”, “booking”, “contract”, “package” and “arrangements” refer to the tour arrangements agreed with you unless otherwise stated. “You” and “your” means all persons named on your booking (including anyone who is added or substituted at a later date) or any of them as the context requires. “We” and “us” means Salamander Tours.
1. Your contract
A binding contract between us comes into existence when we dispatch our confirmation invoice. We both agree that Polish Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt by the Courts of Poland.
2. Price information
The prices of our tours are valid as published on our website and when quoted to you and will not change.
3. Changes by you
Should you wish to make any changes to your confirmed tour booking, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee of 125.00 PLN will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers and/or pre booked attractions.
A change of tour date will normally be treated as a cancellation of the original booking, in which case cancellation charges will apply.
If you are prevented from travelling, you may transfer your place to someone else (introduced by you) providing we are notified not less than 2 weeks before departure. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers/pre booked attractions together with an amendment fee of 125.00 PLN, must be paid before the transfer can be effected.
4. Cancellation by you
Should you need to cancel your booking, you must immediately advise us in writing. Notice of cancellation will only be effective when it is received in writing by us. As we incur costs from the time we confirm your booking, the following cancellation charges will be payable.
If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid.
If you cancel not less than 2 weeks before departure within which written notification of cancellation is received by us, a cancelation fee of 125.00 PLN will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers and/or pre booked attractions.
If you have paid in full and cancel less than 2 weeks before departure within which written notification of cancellation is received by us, a cancelation fee of 500.00 PLN will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers and/or pre booked attractions.
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
Where a tour price has been based on a minimum group size, we reserve the right to recalculate the price based on the revised group numbers in the event that a cancellation brings the numbers below this minimum.
5. Changes and cancellation by us.
It is unlikely that we will have to make any changes to your tour with us, but as we make arrangements sometimes many months in advance we may occasionally have to make changes and we reserve the right to do so at any time. Most such changes will be minor and we will advise you of them at the earliest possible date. Routings and itineraries can be affected by adverse weather conditions, road closures or similar and may vary accordingly.
We also reserve the right to cancel your travel arrangements, for reasons of force majeure or failure by you to comply with our booking conditions (such as paying the final balance). If we are unable to provide the booked tour arrangements you can either have a full refund of monies paid or transfer monies paid to another available tour listed on our website (we will refund any difference if the alternative is of lower value). Please note that we do not have any responsibility or liability for any consequential loss you may incur from arrangements made with another party or parties.
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, we will offer you the choice of the following options:-
(a) accepting the changed arrangements or
(b) purchasing an alternative tour from us, of a similar standard to that originally booked if available. We will offer you at least one alternative tour of equivalent or higher standard for which you will not be asked to pay any more than the price of the original tour. If this tour is in fact cheaper than the original one, we will refund the price difference.
(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.
Please note, the above options are not available where any change made is a minor one. Very rarely, we may be forced by “force majeure” (see force majeure below) to change or terminate your tour after departure but before the scheduled end of your tour. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
6. Force majeure
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability where the performance or prompt performance of our obligations under our contract with you is prevented or affected or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking 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 actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, closure, restriction or traffic congestion, and all other events outside our control.
7. Our liability to you
We promise to make sure that the tour arrangements we have agreed to make, perform or provide as part of our contract with you are made, performed or provided with reasonable skill and care.
This means that, subject to these booking conditions, 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 or our employees, to use reasonable skill and care in making, performing or providing 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 ourselves or our employees, do or do not do if they were at the time acting within the course of their employment (for employees).
We will not be responsible for any injury, illness, death, loss (for example 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 person(s) affected or any member(s) of their party or
- the act(s) and/or omission(s) of a third party connected with the provision of your tour and which were unforeseeable or unavoidable or
- “force majeure” as defined in clause 6 above
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 Poland in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided.
If the particular services which gave rise to the claim or complaint complied with Polish laws and regulations applicable to those services at the time, the services will be treated as having been properly provided.
The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable tour participant to refuse to take the tour in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause 7(a). We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.
You must ensure you have appropriate travel insurance. 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 amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your tour.
Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements the maximum amount of compensation we will have to pay you will be limited.
Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description which firstly 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 which secondly 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 business losses.
You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and any supplier concerned about your claim or complaint as set out in clause 8 below. If asked to do so, you must transfer to us or our insurers any rights you have against us and any 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.
Many of the services which make up your tour are provided by independent suppliers/tourist attractions. Those suppliers/tourist attractions provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s/tourist attractions liability to you. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier/ tourist attraction concerned.
We may provide you with information before departure and/or when you are on tour about additional activities and excursions which are available in the area you are visiting but which do not form part of your tour itinerary. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area you are visiting generally or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 7(a) above will not apply to them.
In the unlikely event that you have any reason to complain or experience any problems with your tour, you must immediately inform us. Any verbal notification must be put in writing and sent to us to soon as possible.
Please contact us giving full details of the complaint and a contact number. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 30 days giving your Invoice booking reference and full details of your complaint. If you fail to follow this complaints procedure, your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
9. Promotional material
The information contained in our promotional material is believed correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen tour with us at the time of booking.