Tundra Travel: Terms and conditions

Please read this information before booking with us. 

The following Booking Conditions together with the general information contained in our  website and the Pre-departure Pack referred to below form the basis of your contract with TUNDRA VIATGES S.L. Please read them carefully as they set out our respective rights and obligations. Our registered office is Passatge Espíria 1, 2, 1. 08023 Barcelona. The administration and organization of our tours is done by TUNDRA Viatges S.L., with registered number GC1927.

In these Booking Conditions, “you” and “your” mean all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” mean Tundra Viatges.

1. Making your booking.

All bookings are subject to our Booking Conditions.

To confirm a booking, you must pay 30% of the total price. Except when the suppliers' Term and Conditions specify a different amount.

Once we have received your booking confirmation and all appropriate payments, we will, subject to availability, confirm your holiday by e-mail. Please check this e-mail carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.

The pending amount must be paid 45 days before the departure date or when we hand you over the trip documents. Except when the suppliers' Term and Conditions specify a different date.

If we do not receive all payments due (including any surcharge where applicable) in full and on time, we will be entitled to treat your booking as cancelled by you and retain all deposits paid or due at that date.

2. Your contract.
A binding contract between us comes into existence when we despatch our confirmation email to the party leader or your travel agent. We both agree that Spanish Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us.

3. Cancellation by you.
You may cancel your booking at any stage, provided you do so in writing. Your notice of cancellation will only be effective when it is received in writing by us at our offices from monday to friday, except National Holidays.

To protect yourself against this eventuality you should ensure that you purchase travel insurance at the time of booking. As we incur costs from the time we confirm your booking the charges set out below will apply. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges. Insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

15 – 11 days before departure 5% of total tour cost
10 – 3 days before departure 15% of total tour cost
2 days or less before departure 25% of total tour cost
Non shows 100% of total tour cost

Together with an administration fee of minimum 300 euros per person and all additional charges of whatever sort imposed by the suppliers providing the component parts of the holiday charges.

4. Changes by you.
Should you wish to make any changes to your confirmed holiday, 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 120 euros per booking will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.

5. Changes and cancellation by us.

N.B. Subclause 5(a) is subject to subclause 5(b).

(a). We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in website and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

If we have to alter your itinerary, travel or holiday arrangements before departure, any change will be either major or minor. Where a change is a minor change, we will, if practicable, advise you before departure but we are not obliged to do so or to pay you compensation. A minor change is any change apart from a major change. A major change includes such changes as an alteration to your outward or return flight time by more than 12 hours; 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 and a change of departure point to one which is significantly more inconvenient for you.

If we have to make a major 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:-

(i) accepting the change.

(ii) purchasing an alternative holiday from us, of a similar standard to that originally booked if available. We will offer you at least one alternative holiday of equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other then available holidays. You must pay the applicable price of any such holiday. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper.

(iii) cancelling or accepting the cancellation and accepting a full refund of all monies paid, exceptuating the administration fee. 

Please note, the above options are not available where any change made is a minor one.

Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or where we have to cancel because the minimum number of persons required to operate your holiday has not been reached. In this case we will notify you by the deadline specified (usually two months before departure). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these Booking Conditions entitling us to cancel (such as paying on time) or if the change made is a minor one.

N.B. If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline in circumstances which would entitle you to claim compensation against the airline under EC Regulation No 261/2004 – the Denied Boarding Regulations 2004, you must pursue the airline for the compensation due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline's obligations under the Denied Boarding Regulations. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment.

(b). Tundra Travel is not an ordinary package tour operator. We specialise in travel to remote areas which can be inherently dangerous, relatively undeveloped and subject to the uncertainties of local bureaucracy, road and air travel. Consequently we must always be flexible, and we contract only to aim at a proposed itinerary, not necessarily to fulfil it rigidly. We reserve the right to change an itinerary at any time, and will not be held liable for any loss whatsoever caused as a result of any delay or alteration.

6. Force majeure.
We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 12 (1) below) 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 war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

7. The cost of your holiday.
We reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.

Once the price of your chosen holiday has been confirmed at the time of booking, we will only increase or decrease it in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, if our costs increase or decrease as a result of transportation costs (e.g. fuel, scheduled airfares and any other airline surcharges which are part of the contract between airlines (and their agents) and the tour operator) or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increasing or decreasing or our costs increase or decrease as a result of any changes in the exchange rates which have been used to calculate the cost of your holiday.

Even in the above cases, only if the amount of the increase in our costs exceeds 2% of the total cost of your holiday (excluding insurance premiums and any amendment charges) will we levy a surcharge. If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges and administration fees) or alternatively purchase another holiday from us as referred to in clause 5 “Changes and cancellation by us”. Although insurance (where purchased through us) does not form part of your contract with us or of any “package”, we will consider an appropriate refund of any insurance premiums you have paid us if you can show you are unable to use/reuse or transfer your policy in the event of cancellation or purchase of an alternative holiday. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

A refund will only be payable if the decrease in our costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of the decrease in our costs.

You have 7 days from the issue date printed on the surcharge invoice to tell us if you want to cancel or purchase another holiday. If you do not tell us that you wish to do so within this period of time, we are entitled to assume that you will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 7 days of the issue date printed on the surcharge invoice, whichever is the later.

We promise not to levy a surcharge within 30 days of the start of your holiday.

Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.

8. Insurance.
All party members must be covered by insurance before setting out on holiday. This must cover you fully against the cost of cancellation by you, medical care and repatriation should you become too ill to continue with the holiday, and must above all cover you against the cost of air evacuation. Please note however that we have no control over the availability or standard of medical and repatriation services and facilities in the areas we visit and these do not form any part of our contract with you. Please remember that many of the areas we visit on our holidays are not as developed as Europe and the availability and standard of such services may well be lower.

Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check alternative insurance policies.

9. Special requests.
If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

10. Complaints.
Should you have any complaint whilst on holiday, you must immediately inform your leader and the supplier of the service in question (for example any accommodation supplier) who will do his/her best to remedy it. If he/she is unable to do so, we must request that you make the complaint known to us in writing within 14 days of your holiday's scheduled return to your city, and we will do our best to reach a settlement with you. In the unlikely event that you are still unhappy, you may refer the matter to Court (see clause 2).

11. Our liability to you
(1). We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable, 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 holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note that 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 our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

(2). 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 not connected with the provision of your holiday and which were unforeseeable or unavoidable or

- 'force majeure' as defined in clause 6 above

(3). 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 in our website and we have not agreed to arrange them and any excursion you purchase whilst overseas. Please also see clause 13 “Excursions, activities and website information”. In addition, regardless of any wording used by us on our website or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

13. Passports, visas and health requirements
It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you or any member of your party are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If you or any member of your party is not a British citizen or holds a non British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

14. Prices and website accuracy.
Please note, the information and prices shown in this website may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the website and prices at the time of upoading, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking.

This website is our sole responsibility. It is not issued on behalf of and does not commit any independent organisation/carriers whose services are featured in it.

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