Trips provided by Goyo Travel
Terms & Conditions
When booking a tour provided by Goyo Travel, you will travel under their terms and conditions. Those are as follow:
1. Booking Contract
Your booking contract is with Goyo Travel Limited, registered in England and Wales under the company number 8226046. In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Goyo Travel Limited. Your contract with us shall be governed by English Law and be subject to the exclusive jurisdiction of the English courts.
2. Making Your Booking
a) To confirm your booking with Goyo Travel Limited we require a completed and signed booking form together with a non-refundable deposit of 35% of the trip cost. Some deposit levels may differ – if so, this will be noted on the itinerary and/or agreed in writing between you and us. Payment for international flights, if applicable, will also be required in full at time of booking.
b) On receipt of your booking form and deposit we will send you a booking confirmation which also serves as a balance invoice.
c) The balance is due 8 weeks prior to departure, unless otherwise specified on the itinerary and/or in writing.
d) If you are booking less than 8 weeks prior to departure, the full cost of the tour is payable, unless otherwise specified on the itinerary and/or in writing.
e) We can only accept a booking if the lead name is a minimum of 18 years on or before the date of departure. If under 18 at the time of booking, the written consent of a parent or guardian is required.
f) In the case of non-payment of the balance by the due date, we reserve the right to treat the booking as cancelled and apply the cancellation conditions as set out below.
3. Prices & Payment Methods
All our trips are initially priced in USD, although we accept payments in GBP and Euro as well, so indicative/estimated equivalent prices in these currencies appear on most itineraries until we are made aware – by you – which of these currencies you prefer to pay in. If paying in GBP or Euro the trip cost will be recalculated using the exchange rate on www.xe.com at the time of booking. We accept the following methods of payment:
a) Cheques from a UK bank account in GBP and payable to Goyo Travel Limited
b) Bank transfer
Please note that it is guests’ responsibility to cover all international bank transfer charges, and to ensure that the correct corresponding currency is sent from your own bank so that the exact quoted amount is received. For example, if paying in USD, please send USD to our USD account – DO NOT do cross-currency payments (e.g. sending USD to our GBP account, or Australian $ to our USD account) as guests will be liable for any interbank exchange rate discrepancy.
c) Credit and debit card. We accept Visa, Mastercard & American Express payments. There is no charge for UK card payments in GBP but other currency and foreign credit and debit cards carry a charge of 2.8%.
4. Cancellation – By You:
You, or any member of your party, may cancel your tour at any time providing that the cancellation is made in writing by the person who signed the booking form and will be effective from the date that we receive the written notice. The following cancellation charges apply and refer to the period during which we receive the notification of cancellation before trip start date, shown as a percentage of the tour price. However, in addition to the charges shown below, many international airline tickets have no refund value whatsoever and therefore, if your package includes international flights, there may be up to 100% cancellation charges for international airline tickets.
More than 56 days: Loss of deposit paid for tour
56-31 days: 50% of tour price
30-15 days: 75% of tour price
14 days or less: 100% of tour price
If you cancel after the departure date, e.g. during the tour, 100% cancellation charge will apply to any remaining unfulfilled parts of the itinerary. Also, any unused services or tour arrangements will be treated as a cancellation (e.g. if horse riding is included on a certain day but you choose not to participate), and as such are neither refundable nor exchangeable. If you are obliged to cancel, you may, with reasonable notice, transfer your booking to a third party who satisfies the conditions required taking that tour, but we reserve the right to retain your deposit to cover the administration cost for the transfer
5. Alterations – By You
We will do our best to make any alterations you may require after confirmation has been issued, subject to availability and to the payment for any increased costs relevant to the change. Any requests for alteration to an itinerary should be made in writing and signed by the signatory of the original Booking Form. We operate no fixed price amendment fees for changes made within a certain period before departure – we endeavour to change things free of charge where possible, except where there is a direct cost implication to us for doing so.
6. Alteration or Cancellation – By Us
a) On occasion, it may be necessary to change the arrangements for the trip that you have booked with us, and we reserve the right to do so at any time. Itineraries and services are often planned and quoted for months in advance and it is possible that we may need to change parts of your trip or to correct errors. b) If we make a minor change to your holiday e.g. (except as set out below) a change to an internal domestic flight time, a change of festival date, a different mode of transfer transportation, a change of ger camp, a change in accommodation to a lower official classification for a small proportion of the advertised tour itinerary, we will always endeavour to notify you of this as soon as the change occurs, but you will not be entitled to any compensation as a result of such a minor change. c) If we make a significant change to your holiday before departure (e.g. a change to the UK airport except from one recognized London airport (Gatwick, Heathrow, Luton or Stansted) to another, time of departure or return of more than 12 hours or a change to lower quality accommodation for a majority portion of the itinerary, or other significant changes to the itinerary) or cancel before departure then you will be offered the following options: – accepting the changed arrangement as notified by you – purchasing another available holiday from The Company. If it is more expensive you will have to pay the difference, but if it is cheaper then we will refund you the difference – cancelling your holiday and receiving a full refund of all money paid to us. d) In the case of set departure group tours, there must be a minimum number of passengers who have booked in order for the tour to go ahead. Minimum group numbers vary from trip to trip and will be clearly marked on the itinerary. If the minimum number of passengers does not book on the tour then we reserve the right to cancel it provided that we send you notice of the cancellation no later than a minimum of 4 weeks before departure. In that case, we shall refund all the monies that you have paid us in respect of the holiday. In this situation, if possible, we will endeavour to offer you the same holidays departing on a different date. However, we will not be liable to make any compensation or other payments (e.g. the cost of any connected travel arrangements you have made independently to us.) e) If we have to make a significant change or cancel, we will in addition pay you reasonable compensation where appropriate depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exception and that set out in clause d) above. 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 ‘force majeure’/ ‘Force Majeure’ being unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. 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 any change made is a minor one. f) In the event that we may have to cancel a group tour we may offer to operate the tour for the same price but providing a reduced level of services (e.g. lower quality accommodation, different meal plans), or the same level of services but at a small premium for running the group tour as a private trip.
7. Surcharges
The price of your travel arrangements may be varied due to changes in: transportation costs e.g. fuel, scheduled air fares and any other airline surcharges which are part of the contract between airlines (and their agents) and us, Government action such as increases in VAT or any other Government imposed increases, currency in relation to adverse exchange rate variations. In the case of any small variation, an amount less than or equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges, will be absorbed or retained. For larger variations this 2% will still be absorbed for increases but not retained from refunds. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you may cancel your travel arrangements and receive a full refund of all monies paid, except for any amendment charges. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Whether you cancel or not you will also be entitled, on the terms set out in respect of major changes in the ‘Alteration or Cancellation – By Us’ paragraph above, to accept an offer of alternative travel arrangements from us if we are able to do so and compensation as set out above. 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.
8. Surcharges
a) 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 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).
b) 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 9 below.
c) 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, ger camp or any other supplier agrees to provide for you where the services or facilities are not advertised in our itinerary and we have not agreed to arrange them. During your holiday your driver tour leader, guide, hotel or other service providers may offer services or excursions which are not included in the price of your holiday or listed in our itinerary. Since they do not form part of your contract with us, we do not accept any responsibility for their cancellation or curtailment or for any loss damage injury or death that you may suffer. In addition, regardless of any wording used by us on our website, in any of our itineraries 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.
d) 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 regulations of the country in which your claim or complaint occurred – 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 the claim or complaint complied with local laws and regulations applicable to those services at the time, 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 regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question.
e) As set out in these booking conditions we limit the maximum amount we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £50 per person affected unless a lower limitation applies to your claim under this clause or clause 8 f) below. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is refund of your holiday cost, the limit must be no more than 2 times the value of the original cost of travel arrangements (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 8 f) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
f) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention as amended or non-amended and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens convention for international travel by sea). Please note: Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. Copies of the applicable International Conventions and Regulations are available from us on request.
g) We cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.
9. Force Majeure
Except where otherwise expressly stated in these booking conditions, 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 6b) 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.
10. Complaints and Disputes
a) We do our best to give you an enjoyable, trouble free holiday, but occasionally plans do go wrong. If you have any complaint, please share it first of all with your tour leader or guide as soon as possible who will be in the best position to resolve the matter themselves or by reporting the problem to our local office. If the situation is not resolved to your satisfaction, then you must notify the company within 28 days of the end of your holiday in writing. It is strongly recommended that you communicate any unresolved complaint to the supplier of the services in question as well as to our local office without delay whilst on holiday. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were abroad and this may affect your rights under this contract.
b) We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
11. Airlines & Other Suppliers
Goyo Travel Limited acts only as agents for the owners of accommodation and services provided, for all carriers by air or otherwise and for road transport proprietors, and all bookings must be accepted subject to the ticket or transport conditions and regulations of the carriers or transport proprietors, and also subject to the laws of the country in which such carriage or other facility is required.
12. Passport, Visas & Health
All clients are personally responsible for ensuring that they have a valid passport, relevant visa/s and conform to the health regulations required by the country/s that will be visited during the tour. Goyo Travel Limited can recommend 3rd party companies who offer services to obtain/renew passports and visas. Advice on health requirements may be obtained from your GP, or alternatively from the Department of Health leaflet Advice on Health for Travellers.
13. Exchange Rates
Itinerary prices are ordinarily quoted in USD. However, we can quote in other currencies, and also receive payment in other currencies (GBP and EURO). In either instance, the amounts payable are determined by Goyo Travel using the exchange rates published by www.xe.com on the day of payment.
14. Baggage & Personal Effects
These remain your responsibility and risk at all times.
15. Tour Leaders/Guides
Where applicable, a tour leader or principal local guide, in conjunction with the appropriate medical advice if applicable, has the right to disqualify any client at any time during the course of the tour, if considered necessary for the medical well being or safety of the individual or in the tour leader’s or principal local guide’s opinion, the client’s actions materially are affecting the enjoyment of the tour for the remainder of the group. Any decision with regard to any reimbursement for any part of the tour not completed will be decided between the Directors of Goyo Travel Limited and the tour leader or guide.
16. Data Protection
We will be responsible for ensuring that the personal information, which you provide to us during the course of booking your holiday, is kept secure. We will pass on this information to our suppliers where necessary. When making a booking with us, you are consenting to your personal information being passed on to our suppliers.
17. Your Financial Protection
Goyo Travel Limited complies fully with the EU Package Travel Regulations 1992 as regards our legal obligation to provide financial protection to our customers. Goyo Travel Limited is financially protected by the following insurance schemes in the unlikely event of our failure:
ATOL
Any flight-inclusive packages bought by any person physically present in the UK at time of booking, or with flights departing from the UK, will be protected under the ATOL regulations. Our ATOL number is 10700. Please ask us to confirm what protection may apply to your booking. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
IPP.
All non-ATOL bookings that we are required to provide protection for under the terms of the 1992 European Package Travel Regulations are protected by an IPP (International Passenger Protection) insurance policy. Our policy number is 18/285. This covers all your Mongolia holiday arrangements, including domestic flights, but will NOT cover – nor are we required to cover – any non-ATOL protected international flights. For this reason, making international flight bookings through Goyo Travel when you are not in the UK at time of booking, or that do not originate in the UK, is entirely at your own risk.