We the Management of Silver Tree Travel, look forward to the opportunity to act as your Travel agent for all your travel needs.
These terms and conditions apply to all trips organized by Silver Tree Travel.
Your contract incorporates these terms and conditions and by making a booking with us you confirm your acceptance of these terms and conditions to the exclusion of any other terms and conditions which you may seek to apply to the contract.
The written consent has to be sent along with the booking or silvertree Travel will not take responsibility for travellers that do not give information of consent by parent or guardian.
CHANGES AND CANCELLATION BY YOU
IF YOU CHANGE YOUR BOOKING
If you want to change your trip in any way you must inform us in writing as soon as possible. We will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time.
Where we can make change, we will charge for any additional services, facilities, or other items changed, at the price, which applies on the day the change is made. In addition, we will also apply an administrative charge for each item you want to change.
ADMINISTRAVTIVE CHARGES FOR CHANGES MADE BY YOU
IF YOU CANCEL YOUR BOOKING
If you wish to cancel your trip, you must write to us. Unless notice of cancellation is received prior to the issue of our confirmation invoice, we will levy a cancellation charge on the scale shown in the table set out in chart D.1. These charges are based on the estimated cost of cancelling your arrangements and the expenses and losses we are likely to suffer.
If you are unable to take part in the trip, you may be able to transfer your place to someone else suggested by you and acceptable to us subject to the following.
D.1. CHANGES AND CANCELLATION CHARGES
The following sets out the sums normally payable to you or us in the event of significant changes or cancellation. These sums are not payable where we have to make a significant change or cancel your trip arrangement as a result of: –
|Period before trip commences in which notice of cancellation is received||Amount we will withhold when you cancel.|
|45 days or more||Booking Deposit|
|44 to 30 days||50% of the amount paid|
|29 to 15 days||75% of the amount paid|
|14 days or less||100% of the amount paid|
CANCELLATION AND REFUND PROCEDURE
All cancellations must be submitted in writing along with the original booking voucher before any applicable refund can be considered. If you decide to cancel before the balance due date, any deposit is non-refundable. If you decide to cancel within 45 days of your departure, please refer to refund policy set in the chart D.1 above.
If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurer.
Refundable airport taxes (note that some airport taxes are not refundable). Issued visas and travel insurance are not refundable regardless of cancellation date.
Please note that there often apply strict cancellation policies. Some tickets require quick issuance and thus have stricter reimbursement rules. There can also be special cancellation policy in relation to the hotels and events. In high seasons, such as Christmas, Easter and Summer, there can also be special cancellation policy. If the cancellation policy for the current journey deviate from our general rules it will be announced on the main invoice.
If you cancel the journey, certain travel documents must be returned before any reimbursement is paid. The processing time for refunds is up to 4 weeks.
If the booking is for a group of people, and the agreed total price based on the rebates or discounts linked to the number of people, the basis for such rebates or discounts could be revoked if some of the travellers in the group cancel their trip. Upon such partial cancellation, silvertree Travel will refund the proportionate share of the agreed / paid price to those who cancel and collect any additional costs due to the elimination of discounts related to group size, from the remaining participants.
For group travel, special travel conditions apply. Contact silvertree Travel for more information.
CANCELLATION BY SUDDEN ILLNESS OR ACCIDENT-VOLUNTARY CANCELLATION INSURANCE.
If the traveller has acquired / subscribed cancellation insurance, the customer is entitled to demand to be released from the contract if he can prove that the conditions for such cancellation are met. The traveller is obliged to inform silvertree Travel about the cancellation as soon as possible after he is aware of the circumstances entitling the cancellation with written proof for cancellation. The agreement on cancellation insurance is binding from agreement to departure.
Cancellation insurance provides the right to cancel if the traveller himself, spouse, registered partner, cohabitant, children, parents, in-laws or siblings, are afflicted by sudden and serious illness, injury or death. The same applies if such circumstances affect a travelling companion, and it would be unreasonable to demand that the traveller proceed on his journey without the affected person. Equally sudden and serious illness and serious incidents affecting the traveller or his traveling companions, which implies that it is not reasonable to require that the passenger conduct’s the journey. Such may be fire or water damage to property, etc.
The right under preceding paragraphs assumes that the traveller at the time of the booking did not know of or could have had the knowledge of, the circumstances that caused the journey to be cancelled, and that he himself is not responsible for such circumstances. The traveller is obliged to give silvertree Travel notification of cancellation as soon as possible after he is familiar with the
circumstances warranting Cancellation and provide sufficient documentation for the disease from a doctor, or the obstructing circumstances, for example certificate from the police or insurance company. Documentation regarding the cancellation reason must be submitted at least one month after the cancellation was made. If the cancellation is done within the mentioned criteria the traveller has the right to get reimbursed except for payments for the cancellation policy in chart D.1 and an administration fee of NOK500(EUR55), – pr. person.
If the booking includes several travellers, and the overall price reflects discount or discounts based on the total number of participants, a cancellation of one or more in the travel group could result in that the agreed price is no longer valid.
This shall not apply the remaining participants a price increase, but get covered by the cancellation insurance. Silvertree Travel has the right to transfer the passengers to another accommodation that suits better to the remaining group size and which otherwise corresponds to the originally booked shelter. The right to such a transfer is conditional upon that the move does not reduce the content of the selected package tour, or making sure the information given on the package tour or additional benefits agreed upon may not be guaranteed due to the size of the group.
IF WE CANCEL YOUR ARRANGEMENTS
In the unlikely event we need to cancel arrangements we will inform you in writing as soon as possible. However, we will not cancel your arrangements less than 30 days before the trip commences unless it is for reason outside our control. If we have to cancel your trip we will provide you three alternatives;
Any alternative arrangements or cancellation must apply to all persons included in your booking.
In all 3 cases, compensation will be paid as detailed in clause D.1 below unless the change occurs as a result of circumstances beyond our control (in which case clause H. will apply) or we cancel as a result of your failure to pay your deposit or the balance or any other sum when due or where clause B.2.2 applies.
We regret that some of our trips can only be operated if a sufficient number of people agree to take part and pay all sums due. If there is insufficient demand, we have the right to cancel the trip in question or offer you the same trip for a slightly higher price on the same dates. If we have to do so, we promise we will inform you no later than 30 days prior to the trip commencing. In this situation, you will then have the choice of the options shown above together with the option, if possible, of the same trip departing on a different date.
When circumstances arise beyond the control of silvertree Travel, we can cancel the trip without liability for damages if the silvertree Travel can demonstrate that it is inapplicable as a result of circumstances outside our control and silvertree Norway cannot reasonably be expected to have taken into consideration when the agreement was signed, and that neither silvertree Travel or anyone silvertree Travel is responsible for could avoid or overcome the consequences of. Such circumstances include war or acts of war, natural disasters, dangerous infectious diseases or other events, which are similar to the above-mentioned examples.
If a trip is cancelled out side of our control, silvertree Travel has will offer three options;
If the trip is more expensive than which was originally offered,
the traveller has to pay for the difference.
CANCELLATION BY FORCE MAJURE
The customer has the right cancel the package tour, and the amount paid for the package tour reimbursed, if there at the destination is a break out of war, natural disaster, dangerous infectious disease or other events equal to those mentioned, 14 days before departure to the destination, and there’s a reasons to believe that the conditions will also prevail during the travel period the package tour has been agreed. The right of cancellation under this section shall not apply if the traveller knew, or should know, the circumstances when he/she accepted the agreement.
TRANSFER OF THE PACKAGE TOUR
When the Air travel is included in the package tour and sold by silvertree Travel, we have to abide by the Airline rules and therefore, the flight ticket cannot be transferred to another person. However, the ground and hotel segment can be transferred to another for a fee of US$100 per person.
AMENDMENT OF THE ORDER
The traveller can change travel day, destination, hotel etc. against paying a fee of US$100, – per person, per change, provided silvertree Travel has the ability to comply with the required change. If the change exceeds silvertree Travel’s costs of the mentioned fee, the change could be considered as a cancellation and be applied under section D.1 of this agreement. After the full payment and issue of travel documents there could occur higher fees for change.
If you have a special request (including dietary requirements), we will do our best to help, but we cannot guarantee it except as set out below. We promise to comply with any special request, which
we have specifically agreed to and confirmed in writing. General confirmation that a special request has been noted and passed on to the supplier or the inclusion of a special request on your confirmation invoice or on the acknowledgement of your booking or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed in writing all special requests are subject to availability. If any additional cost is applicable, it will either be invoiced to you prior to departure or should be paid for locally.
You are responsible for ensuring that you satisfy all passport, visa, travel insurance and health certificate requirements and we accept no responsibility for any refusal of travel or entry into any destination or for any liabilities, losses, delays or expenses incurred through any irregularity in such
documentation. If you have any queries with regard to documentation and insurance requirements you must raise them with us well in advance of the trip commencing. Any information provided by us with regard to travel documentation is given in good faith but without responsibility on our part. It is your responsibility it ensures the accuracy of all travel documentations and inform us of any error immediately. Traveller is obliged to bring a valid passport (minimum 6 months), visa/health certificates and other documents deemed necessary for the journey. Silvertree Travel has the right to reject travellers if the required documents are not provided.
HEALTH PRECAUTIONS, SAFETY AND ACCOMODATION
We will provide general advice to you as to what vaccinations and other health precautions are usually required for your destination or activity. It is your responsibility to verify such advise with appropriately qualified medical personnel and that you have received any necessary or advisory vaccinations or medication. It is your responsibility to ensure that you take any medication whether before, or after the trip. Any health information provided by us is provided in good faith but will only be general overview of any health hazards and requirements for the trip. In the circumstances any such advice given by us should not be regarded as a substitute for specific and detailed medical advice for you and you should raise any particular concerns with your own doctor.
Some of the itineraries in our trips involve strenuous activity in remote regions and it is your responsibility to ensure that you have the necessary level of fitness and health to complete the trip.
Whilst on the trip you are required to adhere at all times to the advice and instruction given by staff retained by our supplier’s to supply any services, which form part of the trip.
If you fall ill or suffer an injury or, in our supplier’s opinion, are not able to continue with the trip, we reserve the right, following consultation with you, to require you to either leave the trip entirely or
for a period or to not take part in a particular aspect of the trip. The traveller should, before the agreement inform of any health issues and formalities in connection with the travel and stay.
Travel insurance is vital part of your arrangements. You must be covered by appropriate travel insurance (including medical, air evacuation, baggage delay and loss, airline delay and cancellation). Such insurance must be on such terms and for such minimum cover as we may approve. It is your responsibility to ensure that the cover provided is suitable and adequate for the trip and your particular needs.
Whilst we shall endeavour to provide advice on health, safety and security matters before and whilst on the trip, you must accept that you must behave responsibly in relation to your safety and security and that of yours and others on the trip. The traveller is obliged to abide by silvertree Travel’s own provisions as they are presented to him before accepting the terms of this agreement and the rules of the hotels, airlines, sub-contractors and the local laws.
We are committed to responsible and sustainable tourism. In the circumstances you are expected to respect and obey the laws, culture and customs of the destination country, treat others on the trip and locals with respect and courtesy, observe and obey any instructions, directions, advise, rules and regulations given or imposed by us or those organizing any particular activities.
You will be personally liable for any damages suffered to property of the supplier’s and of third party.
In the event of you failing to comply with the terms of this, our supplier’s and us reserve the right in our absolute discretion to require you to leave the trip if your behaviour falls short of the standard expected by the supplier’s and us. In such circumstances no compensation of any sort (including the return of any monies paid) shall be payable by us and all rights are reserved by us against you. Silvertree Travel, or other sub-contractors are entitled to reject a traveller at the start of the journey if the traveller’s behaviour or condition makes it obvious that he cannot fulfil the requirement mentioned herewith above.
FLIGHT ARRANGMENTS TO AND FROM START POINT AT THE DESTINATION
Unless or otherwise notified, flight arrangements to and from the start point of the trip are not included in the costs payable to us and it is your responsibility to arrange flights (applicable) separately with airline agent or direct with the relevant airline or supplier. Any contract in respect of flight arrangements to and from the start point of the trip will be between you and the relevant supplier, agent or airline. You are required to advise us at the time of booking or at least 45 days before the start of the trip at the destination, all details pertaining to the flight (flight number and time etc.). We must be notified immediately of any changes to the flight arrival or departure time. We have agreed to supply transfers or “meet and greet” services and we will endeavour to accommodate any late changes or delays but we cannot guarantee the same. There may be additional cost associated with this that you may incur as a result of any late changes and /or delays in respect of your arrival to the start point at the destination. You must claim losses incurred due to this from your travel insurance and/or the airline. After delayed arrival you can continue the portion of the unused trip. We will do our utmost best to accommodate you.
Silver Tree Travelwill inform which carriers are operating the various parts of the trip. If the airline is changed after the trip is purchased, notification shall be given as soon as possible and no later than at check-in. When an airline is combined to package tour, silvertree Travel will inform any changes of the airline.
IF YOU HAVE A COMPLAINT
If you have a cause for complaint whilst on the trip, you must bring it to the attention of our hotel, chauffeur guide or staff immediately (within 48 hours). They will do their best to rectify the situation. If they are unable to resolve the issue please contact us at email@example.com immediately. If you fail to timely contact us, we will not be permitted the opportunity to investigate your complaint and attempt to rectify any error while you are in the trip. If your complaint is not resolved locally, please give us 4 weeks of when you return home. If you fail to follow this procedure, this may affect your rights under this agreement.
CHANGES DUE TO CIRCUMSTANCES BEYOND OUR CONTROL-FORCE MAJEURE.
We will not be liable to pay any compensation if we are forced to cancel or in any way change your trip arrangements as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even with all due care. These include
unavoidable technical problems with transport, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather and epidemic.
Silver Tree Travel cannot change the terms of the agreement or the journey specifications deemed as inconvenient to the traveller after the agreement has been accepted, unless it has reserved the right to change performance/specifications, and explicitly stated in each agreement, in example the travel document or agreement document.
Silvertree Travel has the responsibility to notify in writing as soon as possible if silvertree Travel wants to change the terms or content after this point. Silvertree Travelshall simultaneously inform the traveller about his right to cancel the purchase if developments show that the journey will suffer from significant deficiencies after the change, or to demand a price reduction if the journey will be deficient. If the traveller has not invoked the right within 3 days after notice of the change has been notified, he loses the right to cancel the purchase or demand a discount. If there are special circumstances that the deadline cannot be met, the traveller is obliged to notify as soon as possible and within a reasonable time. Information on flight schedules, airline and aircraft type in the program is provisional. Final formation is stated in the ticket. We reserve the right to correct flight times, if changes occur at a later date. Any changes will be notified to the traveller in writing. There could be changes after the program is printed.
Silvertree Travel will proceed with the trip in accordance with what was agreed with the traveller, if due to unforeseen circumstances it is still necessary to make changes in the trip, silvertree Travel must do to a reasonable extent to ensure that the traveller is exposed as little inconvenience as possible.
Silvertree Travel must immediately disclose any circumstances, known, or should be known, which can affect the journey. Silvertree Travel must in this context ask the questions seemed necessary to fulfil our duty to provide information.
If the traveller gives feedback of deficiencies, silvertree Travel has to correct these deficiencies as soon as reasonably possible.
Please note that we generally communicate with our clients by email. By making a booking with us you agree to such electronic communication method used. Please be aware that the responsibility is on you to ensure that your email details are kept up to date, that your e mail system is operating correctly (including checking that any spam filters are not preventing receipt) and that you check for emails from us on a regular basis as we cannot be responsible for any losses or inconveniences suffered as a result of your email system not operating correctly and/or your failure to check email communications regularly.
PUBLICITY AND USE OF IMAGES
We reserve the right to take photographs and films of the trip and to use the same in a responsible way in our promotional literature and on our website. We may also reproduce any comments that we receive from you in such literature on our website uncles you do not consent to such use. You will be
expected to provide a consent form in respect of the use of your image prior to the trip commencing and if you do not agree to the use of your image for the above purpose then we must be informed prior to the trip commencing.
TRAVEL PACKAGE DEFICIENCY
Deficiencies before departure:
The traveler can cancel the contract before the package tour begins if it is clear that the package tour will have significant shortcomings. The same applies if the contractual terms change and change is a major inconvenience to the traveler. Price increase of more than 10% shall always be regarded as a significant disadvantage. Unless there are special reasons, such notification shall be given within 3 days after information of the price change has been received, or as soon as possible if the message is received shortly before departure.
The traveler is then entitled to a full refund of all amounts paid, and any compensation under the rules of the package law.
Alternatively, the customer is entitled to participate in a different package holiday if silvertree Travel can offer this. If the replacement journey is more expensive, the traveler should pay this price difference after deduction of any damages the traveler is entitled to under Package Law. If the journey is cheaper, the silvertree Travel reimburses the traveler with the price difference between the original ticket price and replacement price. If the silvertree Travel cannot offer such a replacement trip, the passenger can buy a package equal to the original one within reasonable limits and keep silvertree Travel responsible for any additional costs incurred by this acquisition by the common liability rules. If such a substitute purchase is considerably more expensive than the cost of the original journey, compensation could not be expected.
If the traveler, despite his right to cancel the contract due to a defect, wish to make use of the agreed journey, the customer is entitled to a proportionate price reduction. If the defect is a price increase of more than 10% it is the traveler’s choice to either terminate the contract or to participate on the journey to the new price unless otherwise agreed.
Deficiencies after departure
Package trips are deficient when it deviates from what has been agreed or foreseen in the agreement, and this is not due to the traveler or conditions on his side. Deviations from the agreement are however not considered defective if they are of minor importance, or are of the kind the traveler must expect may occur from time to time. The same applies to deviations in natural conditions silvertree Travel neither knew nor ought to have knowledge of.
The traveler is obliged to claim for deficiencies he discovers as soon as possible. Complaints submitted later than the deadline of 48 hours given in section will normally mean that the traveler loses the rights for the complaint.
Deficiencies eligible for complaint after departure are these rights:
During complaints the traveler shall be made aware of the complaint procedure, and that if the customer complaint / claim not being met or that the parties agree, the matter may be brought before the Complaints Board for package tours or other dispute settlement body, as well as any complaint charges in this regard.
MANAGEMENT SILVER TREE.