Insight Vacations

Europe 2018 | AU

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FURTHER INFORMATION 229 INSIGHT VACATIONS | EUROPE COMPLAINT PROCEDURES & CONSUMER PROTECTION OTHER CONDITIONS GENERAL INFORMATION & CONDITIONS RESPONSIBILITY Complaint Procedure: If you have a problem during your holiday please inform Insight's Travel Director/Local Representative immediately, who will try to make things right. If the matter was not resolved locally, please write to Insight's Guest Relations Department at the address below within sixty (60) days of the end of the Insight holiday, as it is important that you provide us the information quickly. Please quote your booking reference number and all relevant information. Failure to follow this procedure may delay or deny us the opportunity to investigate and rectify the problem, which may affect the way your complaint is dealt with and your rights under this contract. Data Protection: To process your guided holiday booking, Insight will need to use personal information for you and guests in your booking. Personal information may include each guest's name, address, phone number, email address, passport number, and sensitive information such as health, medical, dietary, mobility, religious or other special requirements. This personal information may be passed on to other suppliers of your travel arrangements in addition to public authorities (such as customs and immigration), security and credit checking organisations, and otherwise as required by law. We may need to provide personal information to contractors who provide services to or for us (e.g. sending mail, providing marketing assistance, etc). This may involve sending personal information (including sensitive information) to other countries that may not afford the same level of protection of personal information. In making your booking, you consent to your personal data being passed to relevant third parties as set out above. We may also use the personal information you provide us to review and improve the guided holidays and services that we offer, and to contact you (by post, email and/or telephone) about other guided holidays and services offered by Insight that you may be interested in. If you don't want to receive this information, or if you want a copy of the personal information we hold about you, write to us at Insight, Attn: INSIGHT VACATIONS PTY LTD, TRAVEL HOUSE, LEVEL 3, 35 GRAFTON STREET, BONDI JUNCTION, NSW 2022. A fee may be charged for supplying you with this information as permitted by law. Each guest is required to comply with the terms, conditions, requirements, laws, rules and/ or regulations of any service provider, or any country or governmental authority, and shall be liable for any such non-compliance. Booking Arrangements: Your booking arrangements can be made through your Travel Agent or with us directly. When you make a booking you must be at least 18 years of age at the time of booking. You are guaranteeing that you understand and have the authority to accept and do accept on behalf of yourself and all members of your party the terms of these booking conditions. We will deal only with the lead booking name in all subsequent correspondence and dealings. You are responsible for making all payments due, ensuring the accuracy of all personal details and other information supplied in respect of yourself and your party, notifying us of any changes or cancellations and for receiving correspondence and keeping your party informed. Additional Optional Experiences: With Insight, you will enjoy many famous highlights as included features on your guided holiday, at no extra cost. An exciting array of additional Optional Experiences and Activities may be made available to further enhance your experience. These Experiences and Activities are optional, and are offered at special preferential prices. They can be booked only after you start your guided holiday, as many of them are carefully programmed to coincide with highlights available at the time of your visit. A detailed list and cost of these will be included in your travel documentation as well as available on the Insight website. You can book and pay for them through your Travel Director, by cash or credit card. Optional Experiences may vary due to seasonal conditions and require minimum guest participation. Prices are subject to change without notice. Please also see the relevant section of "Guided Holiday Participation" regarding limitation (exclusion) of our liability for Optional Experiences operated by independent third party suppliers. Insight Vacations PTY Ltd. (ABN 36 002 640 057) Travel House, 35 Grafton Street, Bondi Junction, N.S.W. 2022 Tel: SYD Metro area 9512 0767 All other areas 1300 727 767 Fax: (02) 9657 3456 License No: 2TA00 1564 Tour Operators: Insight Vacations Limited Travel House, Rue du Manoir, St Peter Port, Guernsey, GY1 2JH, Channel Islands The Insight group of companies has Marketing/Sales/Administrative offices/agents in: Australia, Canada, China, Guernsey, Hong Kong, India, Israel, United Kingdom, Ireland, Malaysia, New Zealand, Philippines, Singapore, South Africa, Switzerland, Thailand and the USA. For further information visit our website at: www.insightvacations.com This brochure supersedes any other prior brochure on the market. See back cover for brochure version and print date. Major Credit Cards Accepted Guided Holiday Prices: Are based on costs, charges, tariffs, rates, prices, taxes, levies, exchange rates and other considerations as of the production date of this brochure (see back cover). All are subject to change. No surcharges regarding cost or currency fluctuations will be made to the LAND only price once the deposit is received. However, charges, taxes and/or levies imposed by governments or agencies may be passed along at any time, even if the deposit is paid or the holiday is paid in full. No refund will be made on account of reduction of any of the above. If the total guided holiday price increases by more than 10%, guests will have the option to cancel the guided holiday within 7 days of notification of the surcharge without penalty. All prices are in Australian Dollars unless specified. Other Fees and Taxes: Taxes and fees are subject to change without notice and will be confirmed at time of booking. Any additional fees charged by the airlines such as luggage handling, seat selections, and/or any other services are the sole responsibility of the guest(s). Additional air-related restrictions apply. Guided Holiday Participation: On all guided holidays children under 5 years of age are not eligible to travel. Children under 18 years of age must be accompanied by an adult, who will be responsible for their welfare and supervision. Alcoholic beverages will not be served to guests under the legal age for alcohol consumption in the country being visited. Minors under age 18 travelling to certain foreign countries must be accompanied by both parents or have a notarized letter of consent signed by the parent(s) not travelling. Insight is not responsible for any losses if you fail to have appropriate documentation. If the other parent is deceased or the child has only one legal parent, a notarized statement must be obtained as proof. Insight seeks to provide a safe, enjoyable and memorable travel experience for all guests. Insight welcomes guests with special needs or disabilities. Please note the following: – Guests must advise Insight, at time of booking, of any physical, medical or other special needs that require accommodating. Insight will make reasonable modifications to its policies, practices and procedures when necessary, unless doing so will fundamentally alter the nature of the services provided. – Guests must ensure they are medically and physically able to travel. – Insight may impose safety requirements. Insight may exclude an individual from participating in a guided holiday or an activity if the individual's participation poses a threat to the health or safety of others. This decision, made solely by Insight, to exclude an individual will be based on an individualised assessment based on reasonable judgment that relies on current medical evidence or on the best available objective evidence to determine the nature, duration and severity of the risk, the probability that potential injury will occur and whether reasonable modifications of policies, practices or procedures will mitigate the risk. No refunds will be given if the decision is made to exclude a guest. – Insight does not provide personal devices (such as wheelchairs, hearing aids or prescription eye glasses) or services of a personal nature (such as eating, toileting or dressing). A Traveller who requires services of a personal nature (eating, toileting or dressing, as examples) should strongly consider bringing a companion to provide such assistance and must understand that other Travellers, Travel Directors and Insight Staff will not be available for such purposes. – Regrettably, motorised scooters are not allowed on guided holidays. – Insight does not employ medical personnel. Any necessary medical attention must be sought at a local facility, if available, at the guest's expense. Insight is not responsible or liable for losses or costs incurred due to unavailability of medical services, or medical services obtained while on holiday, or for the quality of the care or services received. Medical care in other countries is not always comparable to care that you may receive in your local area. You are encouraged to purchase medical insurance that will cover you while on holiday. Your regular health insurance benefits may not apply abroad. – In purchasing your holiday, you attest that you are physically fit for it. If you have concerns please request additional details about your journey from your Travel Agent or Insight. – Some guided holidays include rough terrain, extensive walking over cobblestone streets, uneven pavement, steps and/or locations which may not be easily accessible or accessible by wheelchair. During the guided holiday, Insight may make arrangements with carriers, hotels and other independent suppliers to provide travel services. These parties are independent entities which Insight does not control. Insight cannot guarantee disability access or accommodations for guests travelling on international guided holidays. Many Optional Experiences are operated by independent third party suppliers, not Insight. These are not part of the holiday package provided by us. Your contract will be with the operator of the experience. We are not responsible for providing of the experience, or anything that happens during the experience. Some experiences involve outdoor activities and/or can be physically demanding. You must make your own decisions about experiences and participate only in activities that suit your physical ability: we suggest that you speak with your medical provider if you have questions about your abilities. We recommend you check whether any insurance you have also includes your participation in adventure activities you may undertake. Insight may, in its sole discretion, decline booking any guest or remove any guest who cannot comply or refuses to comply with Insight's terms and conditions. If this occurs, you are responsible for the cost of travel back to your hometown and Insight shall not be liable for your losses and no refund shall be provided. Behaviour: We are here to provide the best services possible but in doing so we will not tolerate abusive or aggressive behaviour from our guests. We will refuse to deal with and may terminate the holiday of guests who assault our Company Representatives or who are abusive or aggressive. When you make a booking, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the travel arrangements and/or cease to deal with any party member(s) whose behaviour, in the reasonable opinion of us or our suppliers, may cause danger, upset, disruption or distress to anyone else or damage to property. Full cancellation charges will apply and no refund will be made. We shall have no obligation to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation and return transportation arrangements) guest may incur as a result of the travel arrangements being terminated. If you damage the accommodation in which you are staying or any property, you must reimburse the accommodation provider or property owner concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You must indemnify us for the full amount of any claim (also including legal costs) made against us. Criminal proceedings may be instigated. Insight is not responsible for any costs incurred concerning a guest removed from a guided holiday or aircraft, ship or train. Guests agree not to hold Insight or any of its related entities liable for any actions taken under these terms and conditions. Complete Agreement: These booking conditions, together with the other terms incorporated into this contract referred to below, represent the entire agreement between the parties. Changes: The Operator shall be responsible to the guest for supplying the services and accommodations described in this brochure, except where they cannot be supplied or the itinerary is changed due to delays or other causes of whatever kind or nature beyond the Operator's control. In such circumstances, the Operator will seek to supply comparable services, accommodations and itineraries and there shall be no refund in these circumstances. Disclaimer of Liability: Neither Insight nor the Operator nor its agents or affiliated entities ("released parties") shall be responsible or liable for cancellations, acts of other service providers, diversions or substitution of equipment or any act, variation, postponement, omission or default by air carriers, land carriers, hoteliers or hotels, transportation companies, or any other persons providing services or accommodations to guests including any results thereof, such as changes in services, accommodations or facilities. Nor shall they be liable for loss or damage to luggage or property, or for injury, illness or death, or for any damages or claims whatsoever arising from loss, negligence or delay from the act, error, omission default or negligence of any person not its direct employee or under its exclusive control, including any act, error, omission, default, or negligence of any country, government or governmental authority, officer or employee. The released parties shall not be liable for indirect, special or consequential damages. All luggage and personal effects are at all times and in all circumstances at the risk of the guided holiday participant. Insight recommends that guest obtain luggage insurance. After return at the end of the guided holiday, if lost articles are found and returned to the owner, a service fee will be charged. The Travel Directors, carriers, hotels and other suppliers who provide services on the guided holiday are independent contractors; they are not agents, employees or servants of the Operator or its associated companies. All certificates and other travel documents for services issued by the Operator are subject to the terms and conditions specified by the carriers and suppliers and to the laws of the countries in which the services are supplied. Carriage by sea is subject to the Carrier's Conditions of Carriage which are expressly incorporated into this contract, copies of which are available upon request. The released parties are not responsible for any criminal or other conduct by third parties, whether criminal, intentional, grossly negligent, negligent or otherwise. Additional Risks: Additional risks and dangers may arise including, but not limited to, hazards of traveling in undeveloped areas, hazards of travel by boat, train, automobile, aircraft and other means of conveyance, animal interactions, forces of nature, political unrest, other unrest, hazardous local customs and practices, differing levels of sanitation, differing standards of safety, risks associated with water, food, plants, insects and differing animal regulation, accident or illness in areas lacking means of rapid evacuation or medical facilities, and acts of national and local governments and unrest and acts of others against governments. These risks are not an exhaustive list but are examples of many kinds of risks. You are voluntarily participating in these activities with the knowledge that there are significant dangers involved, and you hereby agree to accept any and all risks. As lawful consideration for the agreement with Insight to participate in such trips and activities you agree you will not make a claim against Insight, its related companies or its personnel or sue for bodily injury, emotional trauma, death, property loss or damage or other loss, cost or expense, however caused, as a result of or related to your contracting for, traveling to or from, or in any and every other way participating in the trip. You release Insight, its related companies and its personnel from any and all claims, known or unknown, arising from contracting for, traveling to or from, and in any and every way participating in a trip. This release of liability and assumption of risk agreement is entered into on behalf of you and all members of your family and party, also including minors accompanying you. This agreement also binds your heirs, legal representatives and assigns. Safety: Where the guest occupies a motorcoach seat fitted with a safety belt, neither Insight nor the Operator nor its agents or co-operating organisations or service providers Airline Availability: Seats are limited in our contracted class of service and may not be available on every flight. Insight does not hold block space on any airline and does not assure seat availability for every single guided holiday departure date. Airline Seating: Not all airlines offer pre-assigned seats. Some may charge for pre-assigned seats. Any additional charge imposed by airlines will be at guests' expense. Where pre- assigned seats are not offered or different seats are desired, guests must contact airline(s) directly to arrange seating assignments. Seating is solely under the airline's control, as are itinerary changes due to flight delays and schedule changes. Insight reserves the right to offer alternative schedules for itineraries affected by airline schedule changes and equipment. Flight delays, flight cancellation and schedule changes are the responsibility of the airline. Insight will not be responsible or liable for such delays or rescheduling. Airline Special Requests: Seat assignment and special meal requests can be requested at time of booking. Insight does not assure the request will be granted. Frequent Flyer miles can be accrued on most air carriers. Upgrades using mileage are not permitted. Many airlines do not automatically add frequent flyer numbers to records for flights booked and ticketed by Insight. It is the guest's responsibility to request frequent flyer credit from the airline. Insight shall not be responsible for matters concerning frequent flyer miles. Young Traveller Discount: The Young Traveller must be under age 18 on the departure date to be eligible for the discount, and must be accompanied by an adult, sharing a twin share' or triple room. Only one Young Traveller discount per room. This discount can be combined with our Family & Group Discount. The Young Traveller discount may not be applicable on certain itineraries or regions and applies to the land only portion of a trip. Please see 'Savings & Discounts' for details. Itinerary Variations: Insight strives to improve guided holiday itineraries, services and features. If improvements can be made, or if circumstances beyond our control make changes necessary, we reserve the right to vary itineraries and to substitute hotels. At certain peak periods multiple departures may operate, sometimes in reverse order; hotels may vary from those stated on the itinerary pages. On guided holidays which include cruises, the ship may be changed for operational reasons. Departures in early and late season are potentially operated in cool weather conditions. As a result, itinerary variations may occur. Certain activities may not be precisely as described or may not be available due to seasonality or weather conditions. We will try to notify you or your Travel Agent of changes. If your enjoyment may be diminished by such limitations, please check with us or your Travel Agent before making a reservation. Holidays & Changes: During local or national holidays, certain facilities such as museums, sightseeing trips and shopping may be limited or unavailable. In such instances itinerary changes are made by Insight seeking to reduce inconvenience to guests. Such changes are deemed not to be a major change to the itinerary, and no compensation will be payable to guests. Holidays, closing days and other circumstances may necessitate a change of the day of the week for scheduled regional meals, sightseeing or other activities. If, you feel your enjoyment might be diminished by any of these circumstances please check with the respective national tourist office before selecting a specific departure date. Extended stays: If you arranged with us to remain at a destination before or after your guided holiday, your stay will be at your sole expense as is the transfer to either the hotel or airport. Please see extra nights section under the price panel of each trip page for pre-and post-trip accomodation.. Space is limited and if available is for up to three nights before and/or after each guided holiday. Breakfast and luggage handling is not included unless otherwise noted. Insight does not provide complimentary transfers for guests booking pre-and post-night accommodations. However, inexpensive airport transfers can be purchased from Insight. If your extra night accommodation is not the hotel where your guided holiday begins or ends, you will be responsible for your transfer arrangements at your own expense. Arrivals and departures: It is essential to allow at least one day before and after your guided holiday if you are joining your Insight guided holiday in London. For your comfort: Insight operates a daily seat rotation system and enforces a strict no smoking (including e-cigarettes) and no alcohol policy on board motorcoaches. Regular comfort stops are made on travelling days. Many hotels, restaurants, trains, cruises and other venues are 100% smoke free. Guided Holiday Cancellation: Insight reserves the right to cancel or re-schedule any guided holiday departure in any circumstances, including in accordance with operating requirements or circumstances beyond its control. If cancellation is made by Insight any time prior to departure date of the guided holiday except when you failed to pay the final balance on time, Insight will either refund the amount received for the guided holiday booking, or offer a comparable holiday if available. Insight will refund any difference in price if the alternative is of a lower price however, the Guest will be responsible for additional costs if the alternative is priced higher. Insight is not responsible for other travel arrangements affected due to our cancellations and is not liable for any cancellation penalties incurred on other travel arrangements including air tickets. Travel Insurance: Insight recommends that all guests purchase comprehensive Travel Insurance. Certain countries have a requirement for foreign visitors to have valid medical insurance on entry. Insight cannot be held responsible for denied entry if a guest is unable to provide details to authorities of insurance or denial of entry for any reason. Disclaimer of Warranties: The Operator warrants only that the services shall be generally, though in view of the vagaries of travel, not necessarily precisely, as described, and subject to changes and the other terms and conditions herein. All other warranties, express and implied, including warranties of fitness for a specific purpose and merchantability are expressly excluded. There is no warranty that extends beyond the description of the face hereof. will be liable for any injury, illness or death or for any loss or damages or claims whatsoever arising from any accident or incident, if the safety belt is not being worn at the time of such an accident or incident. This exclusion and limitation of liability shall not be used to imply that the Operator or its agents or affiliated entities are liable in other circumstances. International Treaties: Transportation companies, airlines etc. are not to be held responsible for any act, omission or event during the time guests are not on board planes, transportation or conveyances. We rely on international convention which may apply to the services provided by us, our suppliers or agents with respect to any claim of any nature brought by you against us as a result of the provision of those services. International conventions which apply may include: Warsaw Convention 1929, (as amended by Hague Protocol and Montreal Protocol) in relation to air travel, or Montreal Convention; the Berne Convention for rail travel; Athens Convention 1974 for carriage by sea; the Geneva Convention for carriage by road and the Paris Convention 1962 for Hotels. We are to be regarded as having all the benefits of these conventions on limiting our liability in relation to any claim for death, injury, loss, damage and delay to guests and luggage. Insight Vacations Pty Ltd's Limited Role: Insight Vacations Pty Ltd is only responsible for the services of reservations and ticketing. It does not accept any responsibility or liability for any of the acts, omissions or defaults, whether negligent or otherwise, of any of the companies of the Insight group of companies. All matters arising in relation to the services provided by Insight Vacations Pty Ltd, but not in respect of other things, are subject to the law of the state of New South Wales. Errors and Omissions: In the case of computer or human billing errors, we reserve the right to re-invoice participants with correct billing. Every effort is made to ensure brochure accuracy at the time of going to press; however, Insight cannot be held responsible for printing or typographical errors, or errors arising from unforeseen circumstances. Moreover, photographs and descriptions of locations or attractions are merely representative of conditions that existed at time of brochure printing and conditions may not be the same at the time of your journey. The airline(s) featured or nominated in this brochure do not by virtue of their endorsement of this brochure commit or represent themselves either as contracting with any purchaser of a holiday from Insight group or as having any other legal relationship with them. All bookings made with any provider of any transport, facilities, meals, other goods or of any services are subject to terms and conditions and exclusions and/or limitations of liability imposed by them in relation to matters not covered particularly and expressly by our agreement with Insight. If you decide that you do not want to visit a country or part of a country you intended to visit because of any law, condition or requirement of any government or governmental authority, official, servant or agent, you are responsible for any costs, expenses, charges, fees, losses or damage incurred as a consequence and any cancellation or amendment fees. None of the companies in the Insight group of companies, or any of their staff or agents, accept any responsibility or liability for your acts, omissions, defaults, conduct, state of health, condition or circumstances.

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