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Conditions of Carriage

Tours-UK Ltd — Conditions of Carriage

12th November 2025 

  1. Introduction 

1.1 Tours-UK Ltd (“Tours-UK”, “we”, “us”, “our”) provides sightseeing, small-group and private coach/minibus services across the United Kingdom and Ireland. These Conditions of Carriage explain the legal relationship between Tours-UK and passengers (the “Passenger”, “you”, “your”) for tours, excursions and related services supplied directly by Tours-UK or via authorised third-party booking platforms (for example Bokun, GetYourGuide, Airbnb Experiences, Viator and others). These Conditions apply to all travel contracted with Tours-UK unless otherwise agreed in writing.

1.2 These Conditions are drafted to align with applicable UK passenger transport rules, consumer law and public safety regulations. Nothing in these Conditions affects your statutory rights under UK law.

  1. Definitions 

2.1 “Tour” means the sightseeing or transport services described on the booking confirmation.

2.2 “Third-party Platform” means any reseller or marketplace used to book a Tour (e.g. Bokun, GetYourGuide, Airbnb Experiences).

2.3 “Driver-guide” means the person licensed to drive the vehicle and to provide guiding services.

2.4 “PSV” means Public Service Vehicle as defined in UK law.

  1. Booking, Payment & Confirmation

3.1 A contract between Tours-UK and you comes into existence when you receive a written confirmation (email) and payment has been accepted. For bookings through Third-party Platforms different booking/payment flows or fees may apply; those platform terms also apply.

3.2 Full payment is required at the time and in the manner set out on the booking confirmation. Prices shown are in GBP and include VAT where applicable.

  1. Cancellation, Changes & Refunds

4.1 By Passenger (Direct Bookings):

If you cancel a confirmed booking more than 7 days before departure, we will offer a full refund (or an alternative date). If you cancel within 7 days, no refund will normally be due except where required by law or where we choose to grant a discretionary refund. (If you are booked via a Third-party Platform please follow that platform’s cancellation policy.)

4.2 By Tours-UK:

We may cancel or reschedule a Tour for reasons including (but not limited to) severe weather, road closures, safety concerns, insufficient bookings, or vehicle failure. If we cancel, we will offer a full refund or an alternative date. We will not be liable for consequential losses (e.g. missed flights) beyond the value of the Tour, except where required by law.

4.3 Third-party Bookings:

Refunds and cancellations for tours booked via Third-party Platforms are subject to the platform’s policies and the reseller’s terms (e.g. Bokun, GetYourGuide, Airbnb). Tours-UK will co-operate with partners to resolve issues but platform processes may dictate timing and amounts of refunds.

  1. Itinerary, Operational Modifications & Force Majeure

5.1 Tours-UK provides an indicative itinerary. The Driver-guide manages the day operationally and retains the right to alter the route, substitute visiting order, shorten or extend stop times, adjust departure/finish times, or omit locations where necessary for safety, regulatory compliance, emergency response, traffic management, ground conditions, or other operational reasons. These changes are for the safety and reasonable enjoyment of the party and will not usually constitute a breach. (Transport for London)

5.2 Force Majeure: Tours-UK is not liable for delays, cancellations or changes caused by events beyond its control (including, but not limited to, severe weather, strikes, acts of government, road closures, third-party failures, pandemics, and emergency incidents). If practicable, we will offer alternative arrangements, a reschedule, or a refund.

5.3 In the event of vehicle breakdown, Tours-UK will use reasonable endeavours to provide a replacement vehicle or alternative transport. If we cannot reasonably continue the Tour, we will refund the proportion of undelivered services (and assist where possible with onward arrangements).

  1. Passenger Conduct, Safety & Driver-Guides

6.1 Passengers must always follow instructions from our Driver-guides and must not create hazards on board or at visit sites. Driver-guides are responsible for safety and may refuse to carry or may remove from the tour any passenger whose behaviour endangers others, is abusive, intoxicated, or breaches local laws or site rules. Where removal is necessary, no refund will be provided for the portion of the tour not used. See examples in clause 6.4

6.2 Tours-UK requests guests to treat Driver-guides and staff with courtesy. Driver-guides have authority to make safety decisions, alter schedules and manage on-tour incidents. Where emergency services are required, Driver-guides will act in line with safety obligations and regulatory requirements.

6.3 Driver-guides may occasionally be accompanied by authorised assistants or, under exceptional circumstances, a family member where permitted by Tours-UK policies and safety considerations. We ask passengers to be understanding when this occurs.

6.4 Examples of unacceptable behaviour (non-exhaustive): physical or verbal aggression, damage to vehicle or property, harassment, persistent intoxication, smoking in prohibited areas, refusal to follow safety instructions. Tours-UK may report offences to the police and seek recovery of costs for damage.

  1. Luggage & Personal Items

7.1 Due to minibus/PSV restrictions, each passenger is permitted one item of luggage up to 16 kg plus one small personal item (e.g., handbag, small backpack). Oversized, heavy or excessive luggage may be refused on safety grounds. Driver-guides have authority to refuse carriage of luggage they consider a safety risk.

7.2 Tours-UK accepts no liability for loss or damage of personal effects unless caused by our proven negligence. Passengers are encouraged to keep valuables with them on the coach.

  1. Accessibility & Special Requirements

8.1 If you require assistance, mobility aids, or have a disability, please notify us at booking. Tours-UK will make reasonable efforts to accommodate needs consistent with vehicle constraints, safety and site access restrictions. Certain sites have limited accessibility and may require advance notice.

8.2 Passengers must disclose medical conditions that may affect their ability to travel or that require special arrangements.

  1. Insurance

9.1 Tours-UK strongly recommends that all guests hold appropriate travel insurance covering medical expenses, personal injury, personal liability and trip cancellation. Tours-UK does not provide travel insurance.

  1. Bookings via Third-party Platforms

10.1 Where a booking is made through a Third-party Platform, that platform’s booking contract and payment processing terms apply in addition to these Conditions. Any differences in cancellation rights, refund processes or complaint routes will be set by the platform. Tours-UK will cooperate with platforms to support refunds and claims in line with respective platform policies.

  1. Pricing, Taxes & Payment Methods

11.1 All pricing information is shown in GBP and includes VAT where applicable. Tours-UK may offer promotional fares or third-party prices that differ; local or partner fees (e.g., entrance fees) may be additional and clearly stated before booking.

  1. Complaints & Contact

12.1 Please raise any complaint with your Driver-guide at the time of travel so we may attempt immediate resolution. If unresolved, escalate to customer services via the contact details on your booking confirmation. Tours-UK will investigate and respond within a reasonable timeframe.

  1. Limitation of Liability

13.1 Tours-UK holds public liability insurance consistent with industry practice. Except where liability is mandatory by statute, Tours-UK’s liability for direct loss is limited to the value of the contract or the portion of the contract not performed. Tours-UK is not liable for indirect or consequential loss (including missed connecting travel arrangements), except where required by law.

  1. Data Protection

14.1 Tours-UK processes personal data to deliver bookings and as required by law. Our Privacy Policy explains how we use and protect personal information.

  1. Miscellaneous

15.1 These Conditions are governed by the laws of England & Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England & Wales.

15.2 Tours-UK may amend these Conditions from time to time; updated terms will be published on our website.