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Terms & Conditions

Please read the following booking conditions carefully. All tours are sold by us subject to these booking conditions and the other general information on this website. Please note, any reference to your ‘departure date’ means the start of the date of your tour with us, not the date of your leaving your home country.

Company Details
Sumatra Expedition Experts is a tour agency based in Bukit Lawang administrated in the UK, specialising in expert-led sustainable and responsible jungle treks and tours in North Sumatra.

Sumatra Expedition Experts (SEE Tours)
Gang pangat Landbau,
Bukit Lawang, Bohorok
Indonesia
Postcode: 20774
 

1. Booking and Payments

(i) The procedure for making a booking is via the contact us form on our website or via telephone (+44(0)99999999999) or email info@see-tours.co.uk. All bookings are subject to the booking conditions laid out here and are confirmed on payment of a deposit. A minimum deposit of 30% of the total price is payable at the time of booking. The person who makes the booking is taken to have accepted these booking conditions on behalf of all persons named on the booking. Once we have received applicable payment(s) due at the time of booking (see below), we will, subject to availability of the requested arrangements, send you your booking confirmation/invoice.  Please check your booking confirmation carefully as soon as you receive it and contact us immediately if you think any details are incorrect. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within ten days of our sending it out. We will do our best to rectify any errors notified to us after this, but you must meet any costs involved in doing so.

(ii) The deposit is part payment of the tour cost. The deposit required will be shown on your booking confirmation. In addition to the deposit, full or part payment of certain elements of your tour may be required at the time of booking or at some point between booking and balance due date (“Advance Payment”). Also see section 1(iv) for other Advance Payments which may be required. The balance must be paid not later than the date specified on the booking confirmation/invoice. This is normally no less than 90 days before the departure date. If we do not receive all payments due in full and on time, we will remind you that payment is due before treating your booking as cancelled.  In the event that further time for payment is agreed at your request but payment is still not received, you must pay the cancellation charges shown in section 3 based on the date we treat your booking as cancelled.

(iii) Full payment is required at the time of booking for all bookings made after balance due date as above. Bookings made direct from Bukit Lawang for immediate departure must be paid in full at the time of booking.

(iv) On occasions, we may be asked by suppliers to make payment to them earlier than normal. Such requests may, for example, be made in order to secure accommodation and other services during periods of peak demand. Whilst suppliers may have no contractual right to make such requests, failure to comply with them may result in the loss of confirmed arrangements. Where this situation arises, we reserve the right to ask you to make Advance Payment within a stipulated period and prior to balance due date. We will of course endeavour to avoid doing so if we can. Any such early payment will be non-refundable except as set out in section 4.

(v) Payment is accepted in any of the following currencies: Euro, UK pounds, or IDR. Costs will be quoted in your chosen currency at the time of booking. ** When making a payment in a different currency/from a different country the costs for the exchange charged by the bank will be paid by the guest. In case of cancellation the costs for the exchange currency charged by the bank when sending the refund will be paid by the guest. This will be deducted from any refunds or compensation payments.

2. Changes to your Tour

(i) Changes to your booking must be made within 72 hours* of trek departure in writing by e-mail to info@see-tours.co.uk.

(ii) In the event of illness on the day (or within 72 hours) of your departure we will endeavour to offer you an alternative departure date. If, after the contract between us has come into existence, you want to change your tour and this has an impact on accommodation bookings we will pass your request to the relevant supplier, however we cannot guarantee that such changes can be made. Where a change can be made, we will charge for any additional costs incurred including any costs imposed or incurred by any of our suppliers and including for example cancellation charges that may be incurred for sectors cancelled.

3. Cancelling Tours

(i) You may cancel your confirmed booking at any time prior to departure. Where you wish to do so, written notification must be sent to us by email to info@see-tours.co.uk. As proof of receipt you must ensure you receive and retain written acknowledgement from Sumatra Expedition Experts (SEE Tours). If you wish to cancel your booking, you will be charged a cancellation fee calculated as a percentage of the total tour cost.  The percentage payable depends on the date your written notification is received by post, or your email notification is acknowledged by SEE Tours (see table below).

(ii) In the event of cancellation, please note that any Advance Payments made as set out in sections 1(ii) and (iv) above are non-refundable, unless such amounts are recoverable from suppliers as we shall endeavour to mitigate these to the extent we can reasonably do so.  In calculating cancellation fees, we have taken account of the costs incurred by us in arranging and booking the tour, as well as any cost savings and the generation of income from other bookings which may be able to offset our loss from cancelled services, but please be advised that this may not be achievable due to the nature of our tours.

(iii) In respect of cancellation of part of your booking, the cancellation charge payable by you will include any direct cancellation costs and charges we incur as a result of such cancellation, our reasonable administration costs of dealing with the cancellation arrangements, plus any Advance Payments in connection with the cancelled part of the tour to the extent not already paid, although we shall endeavour to mitigate these to the extent we can reasonably do so.

Alterations or cancellations by you after commencement of travel and unused services.

(i) We will do our best to implement any changes to your arrangements you request once they have commenced, but we cannot guarantee this will be possible. In the event of such amendments being made you will be liable for any direct cancellation charges that may be levied for the services originally booked, and for the cost of booking the revised arrangements and the arrangements themselves. We cannot guarantee refunds will be paid to clients who do not complete a tour. However, where we ourselves are able to obtain a refund from hotels or principals for services not used, we will pass this on to you, less any reasonable administration charges. 

(ii) Calculation of cancellation charges

Cancellation Notification Date (number of days prior to departure date)

Cancellation Fee (Percentage of total tour cost of holiday)

91+

15%

31-90

30%

22-30

50%

15-21

90%

0-14

100%

Plus any Advance Payments made as set out in sections 1(ii) and (iv) above, unless such amounts are recovered from suppliers as we shall endeavour to mitigate these to the extent we can reasonably do so.  To the extent we can mitigate these losses, they will be deducted from the cancellation fee. Note in the case of a Cancellation Notification Date which is 0-14 days prior to the departure date, this will be a flat 100% fee given the close proximity to travel, and very high likelihood that we cannot mitigate any costs at this point.  The cancellation fee will be capped at the total cost of your holiday and will never exceed this amount.  

 THE IMPORTANCE OF TRAVEL INSURANCE

It is a condition of you booking with us that you have comprehensive travel insurance for your trip that covers trekking (jungle and volcano) and river tubing (Grades1-2) (where applicable) and includes comprehensive medical cover for accidents, injury or loss of personal property.. Depending on the detail of your policy, you may be able to recover the cancellation charges less any excess on your travel insurance policy. Never travel without insurance, the unexpected can always happen. It is your responsibility to ensure you are adequately covered by insurance for all elements of your trip. Please read your policy and take it on holiday with you.


Sumatra Expedition Experts (SEE Tours) are not liable for any losses, damages or injuries suffered as a consequence of anything, howsoever caused, in connection with services carried out by ourselves or third parties or arising from the use of accommodation or transportation or other service, weather conditions or natural disasters which are beyond our control. Please be aware that by booking with us you confirm that your state of health complies with the travel requirements. The jungle treks and some of the tours can be strenuous and therefore cause danger to persons suffering from cardiac or circulatory disorders. Please inform us when making a booking if you have any health issues.

 

4. If we change your holiday

a) Changes to confirmed arrangements sometimes have to be made. Most changes will be insignificant, and we have the right to make these. Where an insignificant change is made before departure, we will notify you in writing. No compensation is payable for insignificant changes.

(b) Occasionally, before departure, we may be constrained by circumstances beyond our control to make a significant alteration to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted as referred to in section II. Where we have to do so, section 4(c) and (d) will apply. All other alterations will be treated as insignificant changes. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away* or a change of accommodation area for the whole or a major part of your tour. *Please note: A change affecting a stay in a hotel during a tour where the hotel itself is not the focus of the tour, does not constitute a significant change.

(c) In the event that we have to significantly alter any of the main characteristics of your confirmed arrangements or accepted special requirements, we will provide you with the following information in writing as soon as possible: (i) the proposed alteration(s) and any impact they have on the price; (ii) in the event that you do not wish to accept the alteration(s), details of any substitute package we are able to offer (and any price reduction where this is of a lower quality or cost); (iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration(s) or any substitute package offered; and (iv) the period within which you must inform us of your decision and what will happen if you don’t do so.

(d) If you choose to cancel your booking in accordance with section 4(c), we will refund all payments you have made to us within 14 days of the date we receive your written cancellation. If we don’t hear from you with your decision within the specified period (having provided you with the above mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of our doing so. No compensation will be payable or other liability accepted where a change results from unavoidable and extraordinary circumstances (see section 6).

(e) In the event that unavoidable and extraordinary circumstances (see section 6) occurring in the place of destination of your holiday or its immediate vicinity significantly affect the performance of the contracted arrangements or the carriage of passengers to that destination, you will be entitled to cancel prior to departure without payment of cancellation charges. We will notify you as soon as practicable in the event of this situation occurring.

(f) Occasionally, it may be necessary to cancel confirmed holiday arrangements. We have the right to terminate your contract and cancel your tour in the event we are prevented from performing your confirmed arrangements as a result of unavoidable and extraordinary circumstances (see section 6) and we notify you of this as soon as reasonably possible. Where we have to cancel your tour in these circumstances, we will refund all monies you have paid to us within 14 days of the date we inform you of the cancellation but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. We will of course endeavour to offer you comparable alternative arrangements where possible which you may choose to book in place of those cancelled. We also have the right to cancel if you fail to make payment in accordance with the terms of your contract in which case section 2(ii) and 3 will apply.

(g) If we have to make a significant alteration or cancel, we will, where compensation is appropriate, pay you the compensation set out in the table below, subject to the exceptions to the payment of compensation referred to in section 4(d) and 4(f).

Period of notification                          Compensation

before scheduled                                 per person (GBP)

departure date

More than 60 days                                  Nil

60-43 days                                               £10

 42-29 days                                              £20

28-15 days                                               £30

14-0 days                                                 £40


 

5. Transfers

You may transfer your place on your booking to another person (introduced by you) provided the person to whom the place is to be transferred satisfies all conditions which form part of your contract with us. Requests for a transfer must be made not less than 7 days before departure and must be accompanied by the name and other applicable details of the person(s) who will replace you. Where the transfer can be made, all reasonable costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment fee of £25.00 (GBP) must be paid before the transfer can be effected. Any overdue balance payment must also be received.

6. Unavoidable and extraordinary circumstances

Except as expressly set out in these booking conditions, we cannot accept liability or pay any compensation or other sums where the performance or prompt performance of our contractual obligations is prevented or affected, or you otherwise suffer any loss or damage (as more fully described in section 7 (i) below) as a result of unavoidable and extraordinary circumstances. In these booking conditions, unavoidable and extraordinary circumstances means a situation which is beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, whether actual or threatened, war, insurrection, riots, strikes, civil action, decisions by governments or governing authority, technical or maintenance problems with transport, changes of schedules or operational decisions of air carriers, terrorist activity, industrial action, natural or nuclear activity, epidemics/pandemics, adverse weather conditions and fire.

7. Our responsibility

(i) We promise to make sure that all parts of any tours we have agreed to arrange, perform or provide as part of our contract with you are arranged, performed or provided with reasonable skill and care.

We will not be held responsible for any injury, illness, death, loss (including loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: - (a) the fault of the person(s) affected; or (b) the fault of a third party not connected with the provision of your holiday which we could not have predicted or avoided; or (c) unavoidable and extraordinary circumstances as defined in section 6.

In addition, we will not be responsible where you do not enjoy your tour or suffer any problems because of a reason you did not tell us about when you booked your tour.

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 your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us as forming part of your tour and we have not agreed to arrange them as part of our contract and any excursion or activities you purchase during your tour with us.

(ii) 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 standards of Indonesia - 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 a complaint were provided in compliance with the applicable local laws and standards, 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 standards of the UK. The exception to this is where the complaint concerns the absence of a safety feature which might lead a reasonable traveller to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in section 7(i). We do not make any representation or commitment that all services will comply with applicable local laws and standards and failure to comply does not automatically mean we have not exercised reasonable skill and care.

(iii) You undertake to behave with propriety and in such a manner as not to cause or be likely to cause material distress, danger or upset to other clients and/or any third party or damage to property. If we, our employees, agents or suppliers consider you do not behave accordingly, we reserve the right to terminate your contract and neither we nor the providers of any of the services in question will have any further contractual obligations to you either in respect of covering any expenses, paying any compensation or refunds. When you book with us, you accept responsibility for any damage or loss caused by you. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be paid direct at the time to the accommodation owner or manager or other supplier. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your actions.

(vi) You must ensure that all your travel documents, passports, visas, vaccination certificates and currency are in order and valid for travel. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or attraction due to failure on your part to carry correct documentation. Passport, visa and other requirements may change so you must check the up to date position in good time before departure. If failure to have any necessary travel or other documents results in fines or other financial penalty being imposed on us or expenses or costs being incurred by us, you will be responsible for reimbursing us accordingly.

Please note that if you believe that we have stated orally that a particular facility or service should be available but is not on the website or in writing from us, please make reference to it on the booking form so that we may confirm it to you when accepting your booking.

9. Complaints

Should you have any complaints about any aspect of your holiday or tour arrangements, you must inform your guide immediately and the supplier of the arrangements concerned. Problems can most easily be dealt with on the spot. Please note, if you do not report a problem or complaint which, if it had been reported at the time it occurred could have been resolved there and then we cannot accept any liability in respect of that problem or complaint. It is sensible to expect a client travelling in the developing world to be reasonably resourceful if things go wrong. If the issue cannot be resolved locally you can contact us in the UK on our telephone service. The number is in the contact us section of the website and at the top of these terms and conditions. In the unlikely event that an acceptable solution cannot be found, you should then write to us within 28 days of your return with full details of your complaint. If you fail to follow this complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or even lost as a result. 

10. The website and quotation

We have taken every care in ensuring that the information on our website and given in quotations is correct at the time of publication. However, we are sure you will appreciate that subsequent alteration may occur. We reserve the right to change prices, services or other particulars contained on our website or in any quotation at any time before we enter into a contract with you. If there is any change, we will notify you before we enter into such contract. Where we state that additional information is available on a particular itinerary or programme, this information should be regarded as a part of the contract.

Accommodation and room classifications given on our website are for guidance only. They are not based on any national or international classification system; they are the opinions of our staff or agents and are quite subjective. The photographs that appear indicative only and may not be of the exact room you have been quoted for.

11. Special requests and Reduced Mobility/Medical Conditions/Disabilities

If you have any special request, you must advise us in writing at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your booking confirmation or any other documentation is not a guarantee that the request will be met by the relevant supplier. All special requests are subject to availability. Special requirements we have accepted will be specifically confirmed as accepted on your confirmation.

Before you make your booking, we will advise you as to whether the proposed arrangements are generally suitable for someone with reduced mobility or medical condition.  However, reduced mobility of course means different things to different individuals as we fully appreciate that individual capabilities, restrictions and requirements are likely to vary considerably. When we refer to reduced mobility, this means any material reduction in mobility whether this is permanent or temporary and whether caused by age or by physical or mental disability or impairment or other cause of disability.

12. Prices and brochure accuracy

Please note, the information and prices quoted 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 when they are given to you, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen tour (including the price) with us at the time of booking.

13. Data Protection

You consent to us processing personal information about you and other members of your party including sharing your personal information with third parties (including local accommodation or service providers) to arrange and provide your holiday.

14. Foreign Office advice

The UK Foreign Office publishes regularly updated travel information on its website www.gov.uk/foreign-traveladvice (https://travelaware.campaign.gov.uk/)  which UK guests are recommended to consult. Guests from Australia should check with their Department of Foreign Affairs and Trade (https://www.dfat.gov.au/) and other guest should also check with their own Departments of Foreign Affairs for latest travel advice.

15 Assistance during your holiday

In the event you end up in difficulty (of any sort) during your tour, we will provide you with appropriate assistance including by the provision of information on health services, local authorities and consular assistance and by assisting you to make distance communications and to find alternative travel arrangements as may be applicable. Where you are in difficulty as a result of your negligence, we may charge you a reasonable fee for this assistance which will not exceed the costs we actually incur.

 

Sumatra Expedition Experts, January 2020