1. Booking and Payments

• The person making the booking (Lead Name) confirms they are aged 18 or over and authorised to book on behalf of all participants. The Lead Name accepts full responsibility for all payments and communications.
• A deposit or full payment (depending on how close to departure) is required to confirm your booking. Every trip may require full payment upfront.
• Where My-Tour acts as an agent, supplier-specific deposit/payment terms apply.

2. Balances Payments

Customers should note that the due date provided at the time of booking. Payments can be made at any time before the due date via BACs. Failure to pay on time may result in cancellation, and cancellation charges may apply. If you agree to reinstate a cancelled booking, an admin fee will be charged.

3. Payment Methods Accepted

We accept the following payment methods for all bookings:

• All major debit and credit cards (Visa, Mastercard, Amex)
• Bank transfer (BACS)
• PayPal

Payments can be made securely online or by the method provided at the time of booking. All payments must be received by the balance due date to secure your place.

4. Accuracy of Information

We do our best to ensure the accuracy of all prices and descriptions across our website, social media, and brochures. However, errors can occur, and we reserve the right to amend prices or details before your booking is confirmed.

5. Changing Your Booking

All changes must come via email and from the Lead Name. We will try to accommodate changes but cannot guarantee availability.

• You may transfer to another My-Tour holiday more than 14 weeks before departure (subject to an admin fee).
• No transfers are allowed within 4 weeks of travel.
• Name changes must be made no later than 14 days before departure and will incur a £10 fee per person.
• Other changes (room types, seat changes, pickup points) are subject to confirmation and fare differences.
• No changes are permitted less than 14 days before travel.
• If we cannot meet your request and you cancel, cancellation charges will apply.

6. Cancelling Your Booking (By You)

If you or any member of your party chooses to cancel a booking, the Lead Name must notify us in writing via email (info@my-tours.co.uk).

Cancellation is effective from the date we receive the email (on the next working day if received outside office hours).

• Non-Refundable Deposits
• All deposits are strictly non-refundable under any circumstances.
• No Refund Within 4 or 10 Weeks

If you cancel:

• Within 8 weeks of departure for day trips, or
• Within 10 weeks of departure for holidays,
• No refund will be issued, even if the full balance has already been paid. This is due to costs already paid to suppliers (e.g. hotels, transportation, coach hire), which are non-refundable.
• Cancellations Outside These Timeframes

If cancelled between the 8-week (day trips) or 10-week (holidays) periods:

• We will refund any balance paid (excluding deposits), less unrecoverable third-party costs and reasonable admin fees.

Important Notes

• If My-Tour is acting as an agent, the supplier’s cancellation terms apply.
• Refunds are returned via the original payment method.
• It is your responsibility to take out adequate travel insurance.

Cancellation Charges Summary

• Day Trips: More than 8 weeks before departure — Balance refunded (deposit non-refundable, minus any admin or supplier costs).
• Day Trips Within 8 weeks of departure: No refund.
• Holidays: More than 10 weeks before departure — Balance refunded (deposit non-refundable, minus any admin or supplier costs).
• Holidays Within 10 weeks of departure: No refund.

7. If We Cancel Your Holiday

We reserve the right to cancel a trip due to events beyond our control or low booking numbers. In such cases, we will offer a full refund or an alternative trip if available.

You will usually be informed at least 10 days prior to departure.

8. Force Majeure

We are not liable for cancellations, delays, or changes caused by events outside our control (force majeure), including but not limited to:

• War, terrorism, civil unrest, pandemic, government action
• Natural disasters, strikes, extreme weather, traffic disruption

No compensation or refund will be payable in such situations.

9. Cutting Holidays Short / Extensions

• No refunds are given for early returns unless caused by fault on our part.
• We reserve the right to adjust the length of holidays by up to 24 hours due to circumstances outside our control (e.g. weather, ferry delays) without refund.

10. Minimum Passenger Numbers

• We reserve the right to cancel any trip or holiday if minimum passenger numbers are not met.
• In such cases, customers will be notified in advance and offered a full refund.
• No additional liability or compensation will be payable.

11. Supplier Substitution

In the event that a specific hotel, coach company, or attraction becomes unavailable, we reserve the right to substitute with a suitable alternative of equal or greater value. No refunds or compensation will be provided in these circumstances.

12. Photography and Media Use

• Photos or videos may be taken during trips for promotional purposes, including social media, brochures, and advertising.
• If you do not wish to appear in any media, please let us know in writing prior to travel.
• We will do our best to honour all such requests.

13. Health and Medical Disclosure

• It is your responsibility to ensure that you are medically fit to travel.
• We cannot be held liable for any issues that arise from pre-existing conditions that were not disclosed at the time of booking.
• If you’re unsure whether travel is suitable for you, we advise seeking medical guidance before booking.

14. Late Arrival Disclaimer

• It is your responsibility to arrive at the designated pickup point at least 15 minutes before departure.
• We accept no responsibility for missed trips due to late arrivals.
• No refunds or compensation will be provided in such cases.

15. Children’s Supervision

• Children under the age of 18 must be accompanied by a responsible adult at all times.
• Our staff and guides are not responsible for supervising children at any point during the trip.
• Failure to supervise children properly may result in removal from the trip without refund.

16. Refund Processing Time

• Where a refund is due (in accordance with our cancellation policy), we aim to process it within 20 working days.
• All refunds will be returned using the original payment method unless agreed otherwise.

17. Complaint Escalation

• We aim to resolve complaints quickly and fairly.