Terms and Conditions
ClanMacKenzieRoutes (“the Company”) accepts your (“the Customer”) booking under the following terms and conditions
General
These terms and conditions along with any other written information prior to confirming your booking, shall form the basis of the contract with ClanMacKenzieRoutes (‘us’, ‘we’ or the ‘Company’) in respect of the holiday experience (referred to as ‘tours’ in the terms and conditions) to be provided by us. Please ensure that you read these carefully and contact us with any questions.
Within the terms, ‘you’ and ‘your’ means all persons named on the booking. The ‘lead passenger’ specified in the booking must be over 18 years of age, must be one of the persons on the tour, will be responsible for all persons on the tour and will be deemed to have accepted the terms on behalf of all passengers named in the booking. None of these terms and conditions are intended to contravene or contradict The Package Travel, Package Holidays and Package Tours Regulations 1992 (so far as applicable to your booking) or The Unfair Terms in Consumer Contracts Regulations 1999 and your statutory rights under such legislation are not affected.
Booking Process
Bookings can be made on our website, by telephone or by contacting us via email at enquiries@clanmackenzieroutes.com
Your booking is only confirmed when we have issued your booking contract, at which point a binding contract exists between us. Unless otherwise agreed, confirmation will only be issued once payment is received. Credit and Debit Card payments can be accepted for online booking. These are fully encrypted for security reasons. We cannot be held responsible if any tour dates you are interested in become fully booked or otherwise unavailable before we have received payment from you.
We recommend booking online as payment in full must be made by credit or debit card at the time of booking.
Pricing
The costs for the tours are set out beside the tour details.
Admission fees or guided tours are not included in the tour price unless detailed in the tour description.
The cost of accommodation is not included in the price (unless indicated in the tour description) although if you wish we can endeavour to book accommodation within the price bracket specified by you. Such arrangements are provided independently by third party accommodation providers and are subject to their terms and conditions and any contracts undertaken are between you and the Third Party accommodation provider. Such arrangements are made independently of Clan MacKenzie Routes, irrespective of any help or assistance which the company may provide in securing such accommodation. If for any reason accommodation within this price bracket is not available or cannot be booked for any other reason, we will discuss this with you before booking any alternative accommodation on your behalf. The costs of any special requests or supplements (including single supplements and/or child prices) are governed by the policies of the relevant accommodation providers or other suppliers. Please ask about this at the time of your booking enquiry.
Where customers choose to book their own accommodation it must be in the overnight stop location (contact us for more info) or we will be unable to drop customers off and collect them.
Changes by you
If you want to alter any part of your confirmed booking, the lead passenger named on the booking should inform us in writing as soon as possible. We will do our best to help but can offer no guarantee that we will be able to meet your request.
Where we can help with a change request, any changes made will be subject to an administration fee (as advised by the Company). In addition you will have to meet any other costs incurred by us, along with any imposed or incurred by our suppliers. Where we are unable to meet your request and you no longer want to travel on the basis of the original booking, this will unfortunately be treated as a cancellation and cancellation charges may be payable by you. (see below).
If your booking has been confirmed and you are unable to travel for any reason then we will allow you to transfer your booking to someone else (introduced by you and who satisfies all our conditions) provided that (i) we are notified in writing of this by the lead passenger at least 7 days in advance, unless the person unable to travel is the lead passenger in which instance a new lead passenger for the group must be nominated who fits the criteria described previously (ii) an administration fee (as advised by the company) is paid (iii) you and/or the transferee make payment of any fee incurred by us and/or imposed by our accommodation providers or other suppliers, and (iv) the transferee agrees to these conditions and all other terms of the contract between us.
For the avoidance of any doubt, no requests for transfer or changes will be confirmed until full payment of all applicable charges have been received.
Changes by us
While the Company shall endeavour to do everything possible to provide the tour itinerary as planned, we reserve the right to amend tour itineraries at any time, due to weather conditions, traffic problems, availability of attractions or other such extenuating conditions beyond our control. In the case of accommodation a similar standard will be provided wherever possible. We will advise you at the soonest opportunity if there are changes forced on a tour.
If we do have the unlikely event that a tour has to be significantly altered, we will advise you so that you can decide how to proceed. In such event you will be entitled to (i) take the tour at a mutually convenient date or (ii) cancel your booking and a full refund of monies paid will be paid to you.
Please note that during any tour in Scotland, the nature of road travel involves risks and unpredictable weather and road conditions, all of which are outwith our control, and we cannot guarantee any departure or arrival times at any particular destination on a tour.
Cancellation by you
If you wish to cancel your booking after the booking confirmation has been issued, the lead passenger should inform us in writing as soon as possible-the date of cancellation will be date such written notification is received. In the event of cancellation by you, cancellation charges may be payable, as below
Extended Tours
For all tours of more than 1 day
Cancellation more than 6 weeks before the tour date: 10% of the total price of the tour
Cancellation between 6 weeks and 28 days before the tour date: 50% of the total price of the tour
Cancellation between 27 days and 7 days before the tour date: 75% of the total price of the tour
Cancellation between 6 days and 1 day before the tour date or a ‘no show’ on the tour date: No refund will be given
In addition to the cancellation charges above you may also be liable for cancellation charges by the accommodation providers with whom we have arranged accommodation on your behalf. We would hope to advise you of their policy at the time of booking but typically the charge equates to the cost of one nights accommodation for each separate booking, unless it is within 72 hours when you may be liable for all accommodation costs. If we have booked accommodation for you such costs would be payable to us, so that we can remit them to the provider on your behalf.
Themed Tours
For all tours of one day
Cancellation more than 6 weeks before the tour date: 10% of the total price of the tour
Cancellation between 6 weeks and 14 days before the tour date: 50% of the total price of the tour
Cancellation between 13 days and 7 days before the tour date: 75% of the total price of the tour
Cancellation between 6 days and 1 day, and a ‘no show’ on the tour date: No refund will be given
We will always consider individual circumstances as we do know that sometimes things are outwith your control. Speak to us!
Cancellation by us
We will only cancel tours due to circumstances outwith our control or which might jeopardise your safety. If we cancel your tour we will always refund in full any monies paid by you to Clan MacKenzie Routes.
Missed departures
You are responsible for being at the agreed departure point at the agreed time. We are unable to accept any responsibility for your failure to do so, nor any costs or expenses incurred by your failure to do so. This will treated as cancellation by you and no monies will be refunded for any missed departures.
Refusal of Travel
The Company reserves the right to prevent any person from travelling on the tour if their conduct or manner causes offence or upset to other clients. We also will refuse travel to any person who is experiencing medical symptoms likely to cause ill health to others. We also reserve the right to refuse travel to any person under the influence of alcohol or drugs. In these cases, full cancellation charges will apply and we will have no further liability to that passenger or anyone travelling with them.
Disabilities and Medical Problems
We will try to accommodate disabilities and medical problems as best we can but please be aware that many of our tours may not be suitable. If you or any member of your party has a disability or medical problem which may hinder their ability to travel on a tour we ask that you provide us with full details at the time of your booking enquiry to enable us to advise as to the suitability of your chosen arrangements. If we are not informed in this way then we cannot be held responsible for any cost or inconvenience incurred if we are unable to accommodate you or a member of your group.
If we are unable to accommodate the needs of the person(s), after acting reasonably, we will not confirm your booking or if you did not disclose the relevant details at the time of booking we shall cancel your booking and apply the relevant cancellation charges.
Special requests
Any special requests must be made at the time of a booking enquiry. We will try to meet any reasonable special request but we cannot guarantee that they will be available and failure to meet any special request cannot be classed as a breach of contract on our part. If appropriate, we will pass on any special request to the accommodation provider(s) but we are not responsible for their failure or inability to fulfil your request. Please also note that some providers may levy an additional charge depending on your request. We regret that we cannot accept any booking which are conditional on any special request being met.
Children
Unfortunately we do not carry children under the age of 5 on our tours. Under 18’s must be accompanied by an adult.
Luggage
Passengers are restricted to one medium sized suitcase/bag (maximum weight 15 kilos) and one carry-on bag per person. Luggage is carried free but at your own risk. It is your responsibility to make sure that the item of luggage is fit for travel, sturdy and waterproof.
Smoking
It is illegal to smoke in a vehicle in Scotland so smoking is not permitted on our vehicle. There are frequent stops on our routes.
Complaints
We are happy to receive your feedback, both in respect of our own services and those provided by other suppliers. In the event that you may have a complaint during the tour then please bring this to our attention as soon as possible and we will hopefully be able to resolve the matter to your satisfaction. Any complaint relating to accommodation should, initially, be raised with the provider.
If your complaint is not dealt with to your satisfaction locally then please contact us at enquiries@clanmackenzieroutes.com providing details so that we can consider your complaint. We ask that any complaint be brought to us within 28 days of your tour so that our investigation of the complaint is not affected.
Force Majeurs
Unless otherwise stated within these terms and conditions, we will not have any liability to you if we are prevented from providing our obligations to you as the result of any event outwith our direct control, and/or the control of any supplier/provider. These events may include (but not limited to) war or threat of war; terrorist activity or the threat of such; civil commotion or riot; any action taken by a government or public authority; industrial action, collapse of buildings, fire, explosion or accident; traffic, road conditions or road closures; technical or mechanical breakdown; adverse weather conditions; natural disasters and all similar events or circumstances.
Governing laws and Jurisdiction
These terms and conditions shall be governed by and construed in accordance with Scots law and any matter or claim arising from them shall be dealt with only by the Scottish courts (save that you may wish to choose the law of England, Wales, Northern Island or Eire if you reside in any of those places).