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Terms and Conditions

Explore Norfolk UK Walking Holidays

Please read the following Terms and Conditions before completing your booking.  When you make a booking, you enter into a contract with Explore Norfolk UK.  These booking conditions form the basis of your contract.

Explore Norfolk UK Terms of Business E&OE

Payments and Deposits

A deposit of £250 per person is payable on confirmation of your booking.

The balance of payment is due 8 weeks (56 days) before departure.  If the balance of payment is not received at this time, Explore Norfolk UK reserve the right to cancel your booking, retain the deposit and apply the cancellation charges set out below.  All client monies are kept in a separate client account.

We accept payment in the following ways and will direct you to the payments page where necessary:

  1. By bank transfer.  We will provide you with our bank details on confirmation of booking should you wish to use this method.  If your bank charges you for this method of transaction, please settle these charges directly with them.  We will not be held responsible for any charges incurred between you and your bank.
  2. By Paypal.  You do not need a Paypal account to use this method.
  3. By cheque, made payable to Explore Norfolk UK.  It will be deemed payable once it has cleared through our bank.  We reserve the right to refuse payment by cheque if it is within 10 days of the start of the trip.

Accommodation

We will always do our utmost to book your accommodation in accordance with our advertising and your booking requirements.  Occasionally, on the more remote stretches of some of the routes where accommodation is scarce, we will do our best to choose appropriate alternative accommodation as close to the trail as possible.   

Ensuite bathrooms may not always be available, again on the more remote stretches and in the busy months.  Unless you inform us otherwise at the time of booking, we will book standard accommodation.  The same applies to twin and double bedded rooms, where double isn’t always available, we will book twin rooms as an alternative.

We have vetted all the accommodation you will be staying in, and met the owners or managers.  Should you have a complaint relating to the accommodation, please see our complaints procedure below, or take the matter up with the proprietors of that particular accommodation.

Alterations by Customer

Should you wish to make an alteration to your confirmed booking, we will do all we can to amend the booking.  Please let us know as soon as possible.  We reserve the right to charge any increased charges in accommodation incurred. 

Cancellation by Customer

Should you need to cancel your holiday, you must let us know as soon as possible and cancellation charges will apply.

Cancellation charges will apply:
More than 56 days prior to the start of your holiday – the deposit of £200 per person will be retained
Between 55 and 29 days prior to the start of your holiday – 50% of the total cost of the holiday
Between 28 and 15 days prior to the start of your holiday – 75% of the total cost of the holiday
14 days or less – 100% of the total cost of the holiday
No refund can be given for cancellation on the day the holiday starts or whilst on holiday.

Changes or cancellations by Explore Norfolk UK

We will do our very best to ensure you have the trip you have booked, and it is unlikely that we will have to make any alterations to your booking.  However, very occasionally we have to make changes or cancellations to a holiday.  If this is the case, we reserved the right to alter or cancel the holiday at any time up to 8 weeks of departure.  Where a holiday is cancelled by us, you will receive a full refund, unless we are able to offer an acceptable alternative.  If you receive a refund due to a cancellation, you will not be entitled to any further sums of compensation, damages or otherwise arising from the cancellation

In the unlikely event that we have altered the itinerary/route, due to circumstances dictating, we will inform you before the start date and ensure that your trip is disrupted as little as possible.

Insurance

It is your responsibility to take out the appropriate travel insurance prior to your holiday to cover such eventualities as personal accident, illness and loss/theft of personal possessions and cancellation.

Our responsibility to you

Under the Package Travel, Package Holidays and Package Tours Regulations 1992, we will accept responsibility if any death, personal injury or failure or deficiency of your holiday arrangements is caused by negligence or omissions by us or our suppliers.  It is your responsibility to inform us of any complaint or claim within 15 days of return of your holiday.  Explore Norfolk UK cannot be held responsible for injury or ill health, death, loss or damage resulting from the person affected or any member of the party, or from any event or circumstance that we or the supplier could not have forseen or forestalled, even after taking reasonable care.  We cannot be held responsible for any services which don’t form part of the contract, for example any additional services or facilities provided to you by the supplier which wasn’t included in the original contract between us.

Health and Safety

It is your responsibility to make sure you have a reasonable level of health and fitness appropriate for these trails, and that you are suitably equipped.  Sole responsibility for your personal safety remains with you.  Explore Norfolk UK cannot be held responsible for injury or ill health by any member of your party during your holiday.  It is also your responsibility to follow any advice given in the guidebooks and the trail route notices and/or warnings.

Baggage Transfers

Where luggage transport is booked, we will arrange for 1 piece of luggage per person weighing no more than 20 kilos per bag.  Explore Norfolk UK does not accept any responsibility for damage or loss to any items of luggage or its contents during transportation.  It is your responsibility to make sure your luggage is packed securely and safely and that you have suitable insurance cover.

If you are walking with your dog and their luggage is separate, you will be charged as "1 bag" for this.

Force Majeur

We cannot accept any responsibility or pay any compensation where the performance of our contractual obligations is prevented or affected.  This would include, without prejudice to the foregoing generality, natural disasters, adverse weather conditions, fire, acts of terrorism, war or threats of war, trade or industrial disputes, and all similar events outside our control.

Privacy Policy

Any information you provide to us in relation to you and your party remains with us in confidence and will not be given to any third party, except to the accommodation owners where we book accommodation for you.  They obviously need to know your names and contact details.

Complaints

If you are unhappy or dissatisfied with the accommodation or any other service provided by Explore Norfolk UK, you should, in the first instance, bring this to the attention of the accommodation owners or service provider.  If this still isn’t resolved to your satisfaction, please write to us within 15 days of return.  We will do all we can to resolve your complaint as soon as possible.

Feedback is important to us (good and bad!) so please let us know if you do have any problems.

Customer Service

You can contact us on:

Mobile:  07765 668188 (Although this is a mobile number, it is constantly manned so is consequently the best number to catch us on).
Email:  suzy@explorenorfolkuk.co.uk

Postal address:  Palgrave House, Sporle, Kings Lynn, Norfolk, PE32 2EN

To review what we offer, please visit our Norfolk walking holidays page here.