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Terms &
Conditions of Booking
Please Read This Through Carefully
These conditions, the information in any of our brochures and
all other relevant information given to you by us form the basis
of the agreement between us and you and any other person (s) on
whose behalf you book. In these terms & conditions, ‘we’ are
Russian Gateway (UK) Ltd.
TO MAKE A BOOKING
Bookings are accepted by telephone, fax, e-mail or
post. When requesting confirmation of a booking, you accept
these conditions , the information in this brochure and all
other relevant information given to you by us. There is a
binding contract between us as soon as we confirm all services
which are to be provided. We will not accept any alterations to
these conditions unless we inform you in writing.
PAYMENT
If you book your holiday more than 10 weeks before your intended
departure date, you must pay a deposit of 25% of the tour cost
per person. You must then pay the balance of the trip no later
than 10 weeks before departure. If you are booking within 10
weeks of departure we require the total amount together with
your booking. In order to guarantee
no surcharges we appreciate early payment.
CANCELLATION BY US
We reserve the right in any circumstances to cancel your tour.
If so we will contact you as soon as possible and offer you an
alternative or a full refund. As all of our tours are entirely
individual and do not depend on a certain number of passengers
booking, cancellation by us is highly unlikely. We may have to
cancel due to force majeure (see below) - if so we will give you
a full refund but will have no other liability to you
whatsoever. If we do not receive payment within 56 days of
departure we may in certain circumstances be forced to cancel
your holiday which will lead to loss of deposit. Force Majeure
is unusual or unforeseeable circumstances beyond our control,
the consequences of which neither we nor the employees of our
suppliers could have avoided even with the exercise of due care.
CHANGES BY US
We reserve the right to change any of the particulars
in this brochure before you make a booking with us but if we do
so we will advise you of these changes before we confirm your
booking. We also reserve the right to make changes to your
holiday arrangements after we have confirmed your booking. These
changes may be major or minor. A major change is a change of UK
airports (not including a change of London airports), a change
of resort, a change of departure time by more than 12 hours or a
change to a lower category of accommodation. All other changes
are minor. If there is a minor change, we will do our best to
notify you of this, but we are under no obligation to do so or
pay you any compensation. If there is a major change we will
offer you the choice of a full refund or an alternative holiday,
if available. If the alternative costs less we will refund you
the difference and if it costs more you must pay us the
difference. Compensation will only be paid if a large portion of
your holiday or services are not or cannot be provided. In this
case, we will pay you an amount which is reasonable taking in to
account the circumstances of the services not provided. On
certain occasions it may be necessary to change hotels at the
last minute due to unforeseen circumstances such as overbooking
by the hotel or other unexpected changes. We reserve the right
to change hotels within the same hotel category without prior
notice and if we change your hotel to a hotel of a lower
category we will pay compensation for the price difference
between hotels.
CANCELLATION BY YOU
After we accept your booking, if you cancel your arrangements
you will be liable to pay the following cancellation charges. In
order to avoid these charges we strongly advise you to have a
suitable insurance policy which covers unexpected curtailment of
holiday. If you wish to cancel your holiday, you must inform us
in writing and the cancellation will not be effective until this
is received. Visa charges can not be refunded under any
circumstances. Follow the link in the info section of this
website for specialist Russia Travel Insurance
Number of days before departure when we receive your written
cancellation.
Charge as a % of your total holiday cost (excluding visas and
other non refundable services)
56 days or more Deposit
55 to 29 days 30%
28 to 15 days 50%
14 to 7 days 75%
Less than 7 days 100%
Please note if we have issued non-refundable airline tickets or
any other non refundable services then these will also be
excluded from the refund amount you receive. In every
circumstance of course we will provide documentary evidence to
your insurance company if necessary
CHANGES BY YOU
We are not legally obliged to accept changes by you but
if you do wish to change your booking we will attempt to do so.
There may be a 20 pounds admin charge if you do change your
itinerary. You may transfer your booking to another person for
the sum of 20 pounds (more than 30 days before departure)
SERVICE
We will provide all services purchased and confirmed by
ourselves in each itinerary. Due to the nature of the travel
industry in Russia and the CIS States, on certain occasions due
to unforeseen circumstances itineraries may be altered with
little or no notice i.e excursion changes, theatre billing or
hotel changes etc: in all cases we will provide a suitable
alternative of equal or greater value. All excursions included
in the tour price are confirmed prior to departure. Optional
excursions, time permitting, may be offered to clients at the
discretion of our local suppliers, for extra payment. These
excursions are, in all circumstances, optional. None of our
services include tips to waiters or guides, laundry, drinks
(except where indicated), souvenirs or other items of a personal
nature.
RESPONSIBILITY
As a travel operator, please note that we only act as
an agent for Embassies, hotels and other travel organisations.
We reserve the right to cancel, alter or adjust any travel
programme at our discretion and at any time for economic, safety
or other reasons beyond our control, or where we feel there may
be danger or other problems for our clients. In the extremely
unlikely event where we have to take such measures, our
liability is limited to refunding 100% of monies paid to us by
our clients. All clients should take out travel insurance to
cover personal effects, injury, death, disablement etc as
Russian Gateway is not responsible for the provision of such
insurance. We can not be held responsible for 3rd party errors
or other misdemeanours ie post strikes, flight delays,
accommodation problems etc but in every circumstance will do our
very best to sort everything out amicably. Any problems caused
by delays in transport, lost mail, rescheduling of flights,
trains or ships will be dealt with by the customer's insurance
company to whom we will provide full support in order that the
customer receives prompt refund of any costs incurred. Please
note you must check all documentation including flight tickets,
hotel vouchers, excursion vouchers and all other documentation
sent to you. Errors do occur and we can accept no responsibility
for re-issuing of travel documents that have not been checked
diligently when you receive them. Please
note certain products we offer are dependent upon good weather
(fighter flights, tank driving, climbing, adventure tours) and
bad weather may, in the interests of your safety, make it
necessary to cancel, postpone or reschedule the activity. If
this does happen once again we will provide full support to your
insurance company to ensure you receive the necessary refund. As
always your safety is of paramount importance to us. Please make
sure you check all your travel documents including Russian Visas
to make sure they tie in with the trip you booked. An
explanation of what your visa will look like can be found here .
Make sure the names and dates are what they should be - if not
call us right away. The Consulate does make mistakes from time
to time but they are easily amended. You are responsible for
sending us your valid passports in good time for your trip to
Russia according to your booking confirmation. Normally this
means approximately ten weeks before departure.. If you are
applying yourselves for a visa, not using our full processing
service, we do not accept responsibility for refusals which
happen very rarely if local rules change etc. If you do not live
in the UK, we always recommend you obtain your visa in your
country of residence with our visa support.
COMPLAINTS PROCEDURE
In the unlikely event you have any complaints about the
travel services we provide, in the first instance please ask
your guide for help or call one of the office numbers we provide
you. Your guide or our Russian offices will immediately contact
us in the UK for clarification and resolution of the problem. If
the situation can not be resolved satisfactorily by the efforts
of either our Russian or UK offices, write to The Managing
Director of Russian Gateway for a full and proper investigation
within 30 days of returning home. Please note in 99% of cases
all problems can be resolved locally so if you do not inform
your guide or our Russian offices the exact nature of your
issue, we can not offer compensation upon your return to the UK.
We will, in all circumstances, endeavour to please our clients
with every aspect of our service.
OVERVIEW—PLEASE READ
By making a reservation with Russian Gateway (UK) Ltd,
you explicitly agree to the terms and conditions on this page.
In all cases, we reserve the right to cancel any reservations
where clients fail to make the necessary deposit or full payment
of the tour. If we, for whatever reason, cancel the tour, our
liability is limited to the money paid to us by our clients.
Note: While every effort will be made to adhere to the schedules
as outlined in each itinerary, due to the specialized nature of
these programmes, please understand that all times are
tentative, stops and sights are subject to change or
cancellation at short notice due to reasons beyond our control,
including, but not limited to inclement weather, water levels,
museum closures, theatre billing alteration, government action,
civil unrest, acts of God or similar, equipment breakdown etc.
Your understanding and co-operation will be required and
appreciated. Purchase of travel insurance is highly recommended.
Prices are based on currency rates as at 01.06.2009 and may be
subject to change with short notice.
YOUR PROTECTION
Russian Gateway (UK) Ltd is compliant with European
Commission Directive on Package Travel (The Package Travel,
Package Holidays and Package Tour Regulations 1992-SI3288/1992)
your money is kept secure until you return from your holiday
ensuring repatriation should Russian Gateway go bankrupt. In all
circumstances, payment for flight elements will be made to our
ATOL protected flights provider or the airline themselves and
your tickets will always be issued within 48 hours of payment
being made. All of our flights, without exception are on
scheduled airlines and you will always be provided with valid
return air tickets and prepaid accommodation, excursion, guide
and transfer vouchers so you are 100% protected in the extremely
unlikely event of our insolvency.
We are also members of ASTA, the American Society of Travel
Agents, registration number
900195901
Russian Gateway (UK) Ltd is a limited company in England and
Wales (UK) - company registration number is 3878501. VAT
Registration number is 803 3949 31.
LAW AND JURISDICTION
The contract we have with every client is governed by
the laws of England and the Courts of England and Wales will
have jurisdiction to hear any dispute arising out of or in
connection with it. This included clients booking from any
country in the world.
CAN I PAY BY CREDIT CARD ?
Yes, we accept all major credit and debit cards. |
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