Terms & Conditions

By making a booking with Star Tours, the first named person on the booking confirms, on behalf of all persons named on the booking, that: (a) they have read and agree to be bound by these Terms and Conditions on behalf of the whole party; (b) they are authorised to disclose the personal details of all persons on the booking to Star Tours, including any special category data such as medical conditions, disabilities or dietary requirements; (c) they are over 18 years of age; and (d) they accept financial responsibility for payment of the booking on behalf of all persons named on it.

1. Contract

1.1 Agreement to Terms and Booking Deposit

By utilising our services or booking with us, you agree to abide by all our terms and conditions and general provisions. You are required to pay a non-refundable deposit to secure your booking. These terms are governed by English law and are subject to the jurisdiction of the English courts.

1.2 Booking Specifics

1.2 (a) Deposit: All deposits paid are non-refundable.

1.2 (b) Minor Passengers: Minors cannot travel unaccompanied. They must be accompanied by an adult over 18 or a legal guardian. When a minor travels without a parent but with a legal guardian or another family member, a child travel consent letter must be carried throughout the tour.

1.2 (c) Travel Agent Bookings: If a travel agent makes a booking, the agent will retain your non-refundable deposit and other payments. Star Tours is not responsible for any monies paid to an agent that are not passed on to us.

1.2 (d) Payment Methods for Imminent Tours: If a tour is scheduled to commence within 14 days, payments can only be made via card or cash. Bank transfers and cheques will not be accepted.

1.3 Contract Formation

A legally binding contract is formed once Star Tours has accepted your booking and issued a final booking confirmation.

1.4 Baggage Policy

Each passenger is permitted to bring one bag with a maximum weight of 23 kg and dimensions not exceeding 90 x 75 x 43 cm. Additional baggage may be accommodated, subject to available space and will incur extra charges. Excess luggage must be removed or stored at the traveller's expense.

1.5 Suppliers' Terms and Conditions

The service providers we partner with, including accommodation and transportation services, have their own terms and conditions. These govern your relationship with the provider and may limit or exclude the provider's liability to you. Copies of these terms can be obtained from our offices or from the respective suppliers.

1.6 Seating Arrangement

1.6 (a) Seat Allocation: We reserve the right to allocate and change seat assignments at any time, including after boarding has begun. No seat requests will be considered.

1.6 (b) Front Seats: Front seats may be available for purchase on selected tours. Full conditions are detailed in the Front Seat Terms and Conditions.

1.7 Group Bookings

To travel with specific individuals on a tour, ensure all bookings are made under a single booking reference and share the same pickup point.

1.8 Variation in Amenities

Please note that the facilities in coaches, accommodation and other services may vary between passengers, even if they are participating in the same tour or staying in the same hotel.

1.9 Child Car Seats

Children under 11 years of age or shorter than 135 cm are strongly advised to use a child car seat where required by local law in the countries being visited. It is your responsibility to check the requirements for your route and to provide a suitable car seat where needed. Star Tours accepts no liability for any restriction on travel arising from a failure to comply with local child car seat requirements.

2. What You Pay & When

2.1 Payment Schedule

Upon confirmation of your tour, the outstanding balance must be settled according to the timeline provided below. Payment must be fully cleared in our account by the specified due dates. The initial deposit is calculated based on the total tour cost without any discounts or offers applied:

2.2 Online Booking Confirmation

Paying online does not guarantee your booking. Your booking is considered confirmed after we issue a final booking confirmation. We will refund the total amount paid if we cannot confirm your services due to lack of availability. Refunds may take up to two weeks to process, and we are not liable for any interest, surcharges, or fees you may incur due to the refund delay.

2.3 Room Allocation and Occupancy

Prices are based on two or three adults sharing a room, with a maximum of three adults per room (excluding infants), except where a Quad room has been specifically booked, in which case up to four adults may share. Rooms may be allocated differently, including split rooms. Accommodation for three is guaranteed, but bed configuration in triple rooms cannot be guaranteed, and such rooms in the UK and Europe are often small. Where a Quad room is booked, this may be configured with two double beds, or one double bed and a double sofa bed, and the exact bed configuration cannot be guaranteed. Solo travellers will be given a single room and charged a single supplement. Where a Twin room is not available, the hotel may provide a Double room instead, and Star Tours will not be liable for any preference not met as a result.

2.4 Early Bird Offer Exclusions and Modifications

Early Bird Offers do not apply to infants aged between 0-23 months. The infant fare covers only a seat for coach/flight holidays without any additional amenities. Additionally, the Early Bird Offer will not be available for bookings opting for flight reductions and will be rescinded if any changes are made to a booking which alter the advertised tour cost.

2.5 Balance Payment Responsibility and Visa Processing

You must remember to pay the remaining balance by the due date stated on your booking invoice, irrespective of visa processing status. Failure to do so will result in the cancellation of your booking and forfeiture of your deposit. Late payments will incur a fee of £10.00 per transaction.

2.6 Promotional Offers

Early Bird and other web-only promotional discounts are valid only with confirmed bookings and the corresponding deposit payment. We reserve the right to withdraw these offers at any time.

2.7 Transaction Fees

All card transactions made with cards issued outside the UK incur a 2% surcharge. Bookings made via the online booking portal using a business or corporate card attract a higher surcharge, as set out in Clause 6.3. If this surcharge is not paid at the time of booking, it will be added to your invoice retroactively and must be settled prior to your travel date. Failure to pay may result in cancellation of your booking. Clients are responsible to cover any shortfall in payments received by Star Tours or its agents as a result of bank imposed sending and receiving fees. Receiving fees can only be determined once the payment has cleared in our accounts. You will be notified of any shortfall in the payment we receive. All payment shortfalls must be paid before the balance due date. Surcharges on international cards will not be refunded if the booking is cancelled by the passenger.

2.8 Invoice and Document Accuracy

You must review the confirmation invoice and other documents provided by Star Tours for accuracy and report any errors or inaccuracies within 24 hours of receipt to Star Tours or your travel agent. We cannot accept liability for any inaccuracy not reported within this window, and corrections requested after this period may not be possible or may incur a fee.

2.9 Currency and Payments

All payments must be made in Pounds Sterling (£). Prices shown in other currencies are for guidance only and may vary with exchange rates and surcharges.

2.10 Refunds

Refunds processed by Star Tours will be issued back to the original form of payment. Refunds issued by Star Tours will be processed in the currency which the original payment was received. Star Tours is not responsible for shortfalls due to fluctuations in currency exchange rate or bank imposed fees. Allow up to 14 business days for refunds to be processed.

3. Your Holiday Price

3.1 Pricing and Adjustments

Aside from potential errors, your holiday's cost is indicated on our website or in your booking invoice. We reserve the right to modify our prices at any time. Once your booking is confirmed, the price may only be adjusted in the circumstances set out below, due to fluctuations in:

• (a) Transportation expenses, which encompass fuel price variations
• (b) Government-imposed dues, taxes, or other fees like landing or port charges
• (c) Current exchange rates affecting your holiday package
• (d) A notable increase in any component of the tour, such as accommodation, entry fees, flights or meals. We maintain the right to correct any pricing errors on our platforms and reservations made at an incorrect price.

3.2 Significant Price Increases

If the holiday price increases by more than 10%, you can cancel your booking and receive a full refund. To do this, you must notify us within seven days of receiving the notification of the price increase, and we will refund the total amount paid to us for your booking.

3.3 Applicability of Offers and Discounts

Early Bird offers and other discounts are valid when both the land arrangements and flight components of the tour align with the initially quoted tour price, without the addition of any surcharges for flights or hotels. These discounts are available for unmodified tours and can be withdrawn at any time without notice.

3.4 Breakdown of Costs

We are not obligated to provide a detailed breakdown of the individual costs involved in your holiday package.

3.5 Refund Policy for Cancelled or Restricted Excursions

Where an excursion is cancelled or restricted, including due to national or public holidays or other unforeseeable conditions, we will refund the excursion at our contracted rate for that excursion. Infants and children may not be eligible for this refund.

3.6 Dynamic Pricing Policy

Star Tours employs a dynamic pricing policy, meaning that tour prices may fluctuate due to various factors, including service availability, demand or the addition of new services. The price quoted at the time of your booking is final for the purposes of our dynamic pricing policy and cannot be adjusted to match any previous or subsequent advertised price. This does not affect any price adjustment permitted under Clause 3.1.

4. If You Change Your Booking

4.1 For Coach and Eurostar Tours, the following amendments can be facilitated provided that written notification is received within the timelines mentioned below:

*Note: When downgrading a tour, the payment must be settled in full at the time of the change, treating it as a final modification. Downgrades are limited to a three-day tour option only. This option is not extended to tours spanning two days or less, UK Tours, or services from our affiliate partners.

4.2 The cancellation policies for One Day Tours align with those stated in Clause 5.2. Name changes or date changes for One Day Tours are possible upon presenting a written notice at least 7 days before travel; this will incur an administrative charge of £15 per person.

4.3 A cap of two amendments per booking is allowed. The fee structure will be employed for each change, subject to approval.

4.4 Changing a booking and then reverting to the original will still count as a change, and fees will apply.

4.5 All passengers in a booking, including those in conjunction with bookings, must adhere to the same pickup and drop-off locations. Changes to these locations can be requested up to 10 days before departure (21 days for bank and national holidays), subject to our approval. Note that changes within ten days of departure will not be accommodated. If the change can be made, a £15 per person administrative fee will be applied. Pickup and drop-off locations will be confirmed 24 hours before departure based on availability.

4.6 For Flight Tours & FIT Tours, amendments including name or date changes made more than six weeks before the departure date will incur a fee of £100 per person, in addition to any charges imposed by the airline or other supplier. Within six weeks of departure, no amendments can be made; any change requested within this period will instead be treated as a cancellation, and the cancellation charges stated in Clause 5.2 will apply. Please note that changes cannot be made to bookings where flight tickets have been issued for visa purposes.

4.7 Please be advised that any alterations will nullify previously applied discounts, offers, or deals rendered at the initial booking stage.

NOTE: Certain travel arrangements (such as Apex/No-frills airline tickets) may be immune to changes post-reservation, potentially triggering a cancellation charge of up to 100% for that segment or the entirety of the arrangements.

5. If You Cancel Your Holiday

5.1 Notification of Cancellation

Should you or a party member decide to cancel the holiday, the primary contact must formally notify us or the travel agent where the booking was made in writing.

5.2 Cancellation Charges

Upon your notification of cancellation, we will apply the cancellation fees (surcharges on international cards are non-refundable) as stipulated in the table. These fees are determined based on the timing of your written notification. This policy holds under various circumstances, including but not limited to:

• a) Non-compliance with the outlined payment schedule for the tour
• b) Where passengers arrange their visa independently and not through a Star Tours office, visa refusal, delay, or inability to obtain the required visa in time for travel, for any of the countries included in the tour itinerary
• c) Inability to travel for various reasons, including medical conditions, death or jury service.

Please note that the percentages in the cancellation charge table represent a portion of the total holiday price, excluding any insurance premium or additional charges; these may still require full payment and are non-refundable in line with Clause 12.6 (examples include but are not limited to visa charges, courier fees, and postal charges).

5.3 Rebooking Following a Cancellation

If you choose to cancel a holiday and then rebook, the terms stipulated in the cancellation section of these booking conditions will be applied.

5.4 Cancellation Fees for Ancillary Services

Cancellation fees for services which are not included within the package tour cost are subject to different cancellation fee schedules which will be notified to you at the time of booking.

6. Bookings Made Online

6.1 Provisional Bookings

Bookings initiated through our web portal are provisional until we confirm them by issuing a final confirmation invoice. Please note that a payment made at the booking time does not guarantee booking confirmation.

6.2 Booking Review and Accuracy Check

Star Tours reserves the right to review all online bookings for accuracy before confirmation. If any part of the booking conflicts with our terms and conditions or policies, it may be declined. In such cases, we will contact you so the booking can be amended in line with our policies and prices, or the provisional booking may be cancelled. Please note: some online selections may require approval and remain subject to our policies.

6.3 Payment Details

All payments made via the online booking portal must be in UK Sterling. This clause sets out the card surcharges applicable specifically to online bookings, as referenced in Clause 2.7. If you opt to pay with a non-UK bank debit/credit card or a FOREX/Pre-paid card, be aware that you will bear any surcharges/fees levied by your issuing bank or building society and a 2% card fee. Transactions made with business or corporate cards will incur a 4% surcharge.

6.4 Responsibility for Booking Details

You are responsible for verifying that all details are accurate before finalising your booking with a payment. Should any changes be necessary post-confirmation, they will be subject to the cancellation or change fees outlined in Clauses 4 and 5 of these terms and conditions.

6.5 Passport Name Requirement

For European Coach and all Flight Tours, guests are required to provide their full name exactly as it appears on their passport at the time of booking, including any middle name(s), where applicable. Any subsequent name correction or amendment requested after the booking has been confirmed may be subject to an administration charge and/or any additional charges imposed by airlines, transport providers, hotels or other suppliers.

7. If We Change Your Holiday

7.1 General Modifications

We reserve the right to make necessary alterations to your holiday arrangements at any time. If we cannot provide the booked travel arrangements or a similar alternative, you will have the option to either receive a full refund of all amounts paid to Star Tours for your booking or accept alternative travel arrangements of a comparable standard, if available. Any refund under this clause is subject to Clause 12.6.

7.2 Minor Adjustments

Minor alterations to your holiday, such as adjustments to travel times, excursions, departure and return points, transportation mode to a significant joining point, short-term changes in accommodation standard, rooming configuration or non-significant itinerary amendments, will not entitle you to any compensation.

7.2 (a) Dover, Calais, Medway, and Folkestone pickups are conditional upon ferry services departing from the Dover Port and are not guaranteed. You may initially choose these; however, if unavailable, you must modify your pickup location, with no liability falling on Star Tours for any associated costs.

7.2 (b) If an external pickup service is utilised, transportation to the coach boarding point may be facilitated through a variety of vehicles, including private cars or minibuses. Return services might have a waiting period of 90 minutes for a connecting coach.

7.2 (c) We reserve the right to alter external pickup timings at our discretion. You will be notified within 24 hours of departure.

7.3 Significant Alterations

In the event of major changes to your holiday, such as altering your UK airport (excluding transitions between recognised London airports) or modifying your departure/return time by over 12 hours, we will notify you promptly. Subsequently, you may either accept the modified holiday arrangement, choose a different holiday option (with a refund for any price difference), or cancel your booking.

7.4 Cancellation Following Major Changes

If you cancel your booking due to a significant change by Star Tours, we will refund all amounts paid to Star Tours for your booking, with no compensation covering independently booked arrangements or potential losses arising from the change. Any refund under this clause is subject to Clause 12.6.

7.5 Limitations on Compensation

We are not obliged to offer compensation for either minor or substantial changes, including, but not limited to:

7.5 (a) Additional costs arising from services or arrangements booked separately as a result of the cancellation of a tour;

7.5 (b) Events unforeseen or beyond our control, encompassing natural disasters, political unrest, or transportation disruptions, which could not be averted despite exercising all necessary precautions.

7.5 (c) Force Majeure: Star Tours will not be liable to pay compensation for delays, changes, cancellations or failures caused by events beyond our control, including war, terrorism, civil unrest, strikes, natural disasters, epidemics, government restrictions or technical issues with transport. Where such circumstances affect the performance of the tour, any refund or alternative arrangements will be dealt with in accordance with these Terms and Conditions and applicable law.

7.6 Excursion Cancellations

Where an excursion is cancelled or restricted due to unusual or unforeseeable conditions, including national or public holidays in the country visited, the refund set out in Clause 3.5 will apply.

7.7 Events and Festivals

Due to occurrences such as trade fairs, exhibitions, and national holidays, there might be a necessity to alter the designated hotels and locations. Despite our efforts to avoid these situations, any changes necessitated by such events will not be valid grounds for grievances during or after the tour.

7.8 Changes During Major Events

During major events, the itinerary may be altered at short notice. Sightseeing may be affected, and certain landmarks may be inaccessible, requiring substitutions that might not be advised in advance. Tour routing will follow local restrictions. Delays or missed sights caused by traffic disruptions, road closures, or delayed channel crossings will not be eligible for reimbursement.

8. Our Right to Cancel Your Holiday

8.1 Minimum Number of Participants Required

A minimum number of passengers must be met for our tours to operate. We reserve the right to cancel the tour if the minimum number is not reached. If this occurs, we will refund the amount paid to Star Tours for the cancelled tour, subject to Clause 12.6. We are not responsible for, and will not refund, any flights, hotels, transport, visa services or other arrangements that you have booked or arranged independently.

8.1 (a) Cancellation Notice: We will notify you of any cancellations at least 14 days before the departure date via phone, email, or written correspondence. For tours lasting less than two days, you will be notified at least three days before departure.

8.1 (b) Rebooking After Cancellation: If a cancellation occurs and you choose to rebook on a different date, any fare differences for the new booking will be your responsibility.

8.2 Alternative Arrangements

We hold the right to cancel your holiday for any reason. If we are compelled to cancel your holiday before departure for any other reason, we will strive to offer alternative arrangements of a similar standard and price, if available. If suitable alternative arrangements cannot be provided, the applicable refund provisions in these Terms and Conditions will apply, subject to Clause 12.6.

9. Special Needs and Requests

9.1 Medical Disclosure

Passengers must disclose any medical conditions or mobility issues that may affect their participation in the tour at the time of booking. Star Tours reserves the right to refuse travel if such conditions are not declared in advance. Adjustments to set meal plans to accommodate food allergies and dietary requirements are not possible.

9.2 Booking Refusal

Star Tours maintains the right to decline a booking or service based on the suitability of a tour for an individual passenger.

9.3 Accommodating Special Needs

We endeavour to accommodate special needs and requests, but we cannot guarantee that all our tours will suit individuals with special needs, including wheelchair accessibility.

9.4 Special Requests

(a) If you have special needs or requests, please inform us in writing. It should be noted that making a request does not guarantee that it will be accommodated.

(b) Requests for services such as packed breakfast should be directed to the respective hotel, and the client will bear any additional costs. Star Tours cannot guarantee or be held responsible for such services.

9.5 Assistance During the Tour

We cannot provide personalised assistance for walking, dining or other personal needs.

9.6 Accessibility Concerns

If step-free access is a critical requirement for your tour, we strongly advise consulting with our sales team before booking to understand the suitability of various amenities.

9.7 Language of the Tours

All tours are conducted in English.

9.8 Personal Care

Passengers must be able to manage their own personal care, hygiene and medication independently during the tour. Our Tour Managers and drivers cannot provide personal care or hands-on assistance. If you require this kind of support, you must travel with a companion who is able to provide it throughout the tour, and who is booked and travelling as a paying passenger.

10. Right to Refuse Service

10.1 Grounds for Refusal or Termination

We may refuse a booking or terminate your holiday under the following circumstances without offering compensation or a refund:

• a) Failure to disclose relevant medical conditions or disabilities requiring special assistance.
• b) Inability to cope with the holiday demands.
• c) Engaging in actions likely to cause distress, harm to others, or damage to properties.

10.2 End of Responsibility Upon Termination

Our responsibility ends when we terminate the holiday under the conditions stated in Clause 10.1.

10.3 Passenger Responsibilities

Passengers must follow instructions from Star Tours staff and be punctual for all departures. Respect for local laws, customs, and fellow travellers is required. Failure to comply may result in removal from the tour without refund.

10.4 Tour Manager Authority

The Tour Manager's decisions on operational matters, including timings, seat allocations, and routing, are final and must be followed by all passengers.

11. Our Obligations to You

11.1 Excursion Availability

Not all optional or additional excursions listed may be available during your tour. Any excursions purchased locally from third parties are outside your contract and not Star Tours' liability.

11.2 Limitations on Our Liability

Our liability regarding any loss, damage, or injury you might suffer due to the holiday is limited under specific circumstances and governed by applicable international conventions.

11.2 (a) Unforeseeable Circumstances: We will not be liable for issues arising from circumstances beyond our or our supplier's control, which could not have been foreseen or prevented with due care. Compensation will not be given for delays due to unforeseen circumstances.

11.2 (b) Carrier's Conditions: Your travel as part of the holiday may be subject to the carrier's conditions of carriage, which may limit their liability as per international conventions.

11.2 (c) Coach Breakdown: Regarding coach breakdowns, we limit our liability to reimbursing the amount paid to the supplier for missed attractions as per our contracted rates. While we will attempt to replace or repair the coach promptly, delays might occur due to uncontrollable reasons. We reserve the right to use a replacement coach to complete the journey, which may not offer the same amenities as the original coach.

12. Liability

12.1 Star Tours will not be held responsible, under any circumstances, for the following situations involving the passenger or their co-traveller(s):

• a) Any issues arising from the loss or destruction of passports/travel documents before or during the tour, including any additional expenses incurred due to such events.
• b) Personal injury or death, except where this results from the proven negligence of Star Tours or its employees; or any delays, sickness, accidents, discomfort, increased expenses, consequential loss, theft, injury or other loss or damage arising from circumstances for which Star Tours is not responsible.
• c) Temporary or permanent loss/damage to baggage/personal effects, regardless of the cause, except where this results from our proven negligence, in which case Clause 12.2(a) will apply.
• d) Loss of baggage during air, cruise line, or third party ground transportation.
• e) An airline or airport personnel preventing a tour participant from boarding the aircraft for reasons beyond Star Tours' control.
• f) An airline failing to accommodate tour participants despite holding confirmed tickets.
• g) Damage or loss caused by events beyond Star Tours' control (including force majeure events and exceptional circumstances).

12.2 Star Tours' liability arising from this contract regarding your holiday, tour, or excursion will not exceed the total amount paid or agreed to be paid for the holiday. It will not include any consequential loss or additional expenses in any case.

12.2 (a) Star Tours will not be liable for the loss, misplacement or damage of personal items or luggage during the tour, except where this results from proven negligence on our part, in which case liability is limited to the excess applicable under the passenger's own travel insurance policy for that item.

12.2 (b) Star Tours will not be liable for delay, inconvenience or additional cost arising from a breakdown in communication or coordination with a supplier, except where this results from proven negligence on our part, in which case any liability is limited to the amount paid by Star Tours to that supplier for the specific service affected.

12.3 You are responsible for checking in for flights and tours and presenting yourself at pre-booked attractions at the specified times while on holiday. Star Tours will not be liable for any missed flights/tours due to late check-ins or late arrivals, and no credit or refunds will be issued for failing to utilise any component of your tour.

12.4 The hotels utilised may not feature amenities such as air-conditioning, fans, kettles and other services to which you are accustomed. While efforts are made to contract hotels offering these amenities, they are not guaranteed. In the event of non-functioning or unavailable amenities, no compensation will be provided.

12.5 Unused Services

No refunds or reductions will be made for services not used by the passenger, whether by choice or due to circumstances outside Star Tours' control.

12.6 Non-Refundable Ancillary Costs

Where a tour is cancelled for any reason, whether by you or by Star Tours, we will not refund visa fees, visa service charges, any flights or other travel that you have independently booked to reach or return from the Star Tours departure point, courier or postal fees, or other third-party costs incurred in connection with your booking. This applies in addition to any cancellation charges set out in Clause 5, and takes precedence over any refund referred to in Clause 7 or Clause 8.

13. Complaints

13.1 If you encounter an issue during your holiday, report it immediately to the relevant supplier (e.g. hotel) and your Star Tours representative so we can attempt to resolve it.

13.2 If it cannot be resolved locally, you must submit a written complaint within 28 days of your holiday's end. Complaints received after this deadline may not be considered.

13.3 We will acknowledge your complaint and aim to respond within 28 days. Delays may occur if we are awaiting information from suppliers or third parties.

13.4 Star Tours remains responsible for the proper performance of the travel services included in your package, even where those services are provided by a supplier, subcontractor or agent. We will not be liable where the issue results from your own act or omission, from an unconnected third party, or from unavoidable and extraordinary circumstances, in accordance with Clause 7.5(c).

13.5 Following this procedure helps us investigate and resolve your complaint effectively. Failure to follow it may affect our ability to do so, but does not affect your other legal rights. If unresolved, you may escalate through ABTA's arbitration scheme or take the matter to the courts of England and Wales, which have exclusive jurisdiction (see www.abta.com).

14. Passports & Visas

14.1 General Provisions

(a) Application: Passengers are responsible for allowing sufficient time for passport applications, based on the guidelines provided by the relevant embassies. Star Tours may impose additional charges for visa services beyond the standard fees during peak periods.

(b) Travel Documents: Passengers must ensure they secure all requisite travel documents before the start of the tour. Those processing visas with Star Tours should note that visa acquisition cannot be guaranteed, as the embassies hold the final authority. If a passenger fails to secure necessary travel documents after confirming the tour, the cancellation policy will apply, Clause 5.2(b) where the visa was arranged independently, or Clause 14.1(d) where Star Tours was managing the visa application.

(c) Visa Service Provision: The visa assistance service is available at an extra fee, separate from the holiday package cost. Passengers must provide all documents; incomplete submissions will not be accepted. Star Tours determines the visa application submission date and is not liable for consulate decisions or any loss/damage of documents during the process. Visa approvals are at the consulate's discretion. Ensuring the correct visa before travel is the passenger's responsibility. Failure to do so activates the cancellation policy noted in Clause 14.1(d).

(d) This clause applies only where Star Tours is managing your visa application on your behalf; where you have arranged your visa independently, Clause 5.2(b) applies instead. In instances where Star Tours UK is managing your visa process and it is rejected, refused, or delayed by the consulate, cancellation charges will apply based on when the update is received before departure: an update received more than ten days before departure will incur a 25% charge for Coach and Eurostar Tours and a 40% charge for Flight & FIT Tours; updates received within ten days of departure will incur a 35% charge for Coach and Eurostar tours and a 50% charge for Flight & FIT Tours. All visa fees and service charges are non-refundable.

14.2 Documentation Check

(a) Travel Document Verification: Passengers must scrutinise all travel documents issued in conjunction with the booking as soon as they receive them. Inconsistencies should be reported within 24 hours of receipt to avoid liability for associated amendment costs.

(b) Additional Documentation Requests: If you are handling your visa independently, you are responsible for telling us what extra documentation you need (e.g. a hotel confirmation on letterhead), including anything the embassy later requests. Please allow 14 working days for us to issue these documents. Star Tours is not liable for delays caused by documents other than the visa letter.

(c) Additional Passport Information (API): Certain airlines mandate API, and failure to provide this might result in denied boarding with no compensation or refund available from Star Tours.

14.3 Travel Documents

All passengers must carry valid passports, visas, tickets, and any other required documents at all times. Failure to present these when required (e.g. at borders, airports, or attractions) may result in denied travel or entry, for which Star Tours accepts no liability.

14.4 Advance Passenger Information

Certain governments require us or our suppliers to submit personal information about all passengers to the relevant authorities before departure. This data may be collected before travel, at check-in, or in some cases at the time of booking. Where we collect this information, it will be handled in accordance with our Data Protection Statement in Clause 19.

15. Health

15.1 Vaccinations and Health

(a) Check your country's Department of Travel & Health website for destination-specific vaccination requirements. Maintain records of medical conditions and medications.

(b) Allergies and Dietary Restrictions: Individuals with severe allergies should take necessary precautions before the trip, as we cannot guarantee allergen-free environments. Star Tours cannot be held accountable for the actions of other passengers that may trigger someone's allergies.

16. Damage or Loss of Property

16.1 Liability

You shall bear the costs for any damage or loss caused by you or your party during the tour, failing which you will be liable for any resultant claims or legal actions. All passengers on a booking are jointly and severally liable for any damage or loss caused by any member of their party during the tour. Where Star Tours incurs any claim, cost or legal expense as a result of such damage or loss, the passenger and their party agree to indemnify Star Tours in full for those costs, including reasonable legal fees.

16.2 Lost Property

Star Tours is not responsible for recovering lost property due to safety and legal considerations.

17. Holiday Insurance

All travellers must hold valid travel insurance covering medical treatment, trip delay, trip interruption, repatriation, loss of belongings and cancellation. Proof may be requested. Star Tours accepts no liability for costs incurred due to inadequate travel insurance coverage.

18. Financial Protection & Licensing

Being an ABTA (W8770) member and holding an ATOL Licence (5639) issued by the Civil Aviation Authority, we adhere to ABTA's Code of Conduct, ensuring a high standard of service. Details of your financial protection and recourse in the event of our insolvency are set out in your ATOL certificate. Further information about ABTA and the protections it provides is available at www.abta.com.

19. Data Protection Statement

We comply with UK GDPR and relevant data protection laws. We process personal data where necessary to deliver your booking, provide services, or meet legal requirements. This may include relying on your consent, our contractual obligations, or our legitimate interests (for example, sending booking confirmations or essential service updates). We take steps to safeguard your data from unauthorised access and will not share it with third parties unless required for your travel arrangements or by law. You can opt out of non-essential communications by contacting us in writing.

19.1 Photography and Media

Passengers may be photographed or filmed during tours for promotional use by Star Tours. If you do not wish to appear in such media, please notify us in writing before travel.

19.2 Fraudulent Use of Documents

Any document issued by Star Tours, including, but not limited to, visa letters, invoices, booking confirmations and hotel confirmations, is provided solely for the stated purpose and for the named passenger. Editing, altering, recreating or generating a version of any such document, including through the use of artificial intelligence tools or software, is strictly prohibited. Where we reasonably suspect a document has been altered or falsely generated, we reserve the right to cancel the booking without refund, report the matter to the relevant authorities, and refuse future bookings from the passenger involved.

20. Brochure/Website Accuracy

While the information provided by Star Tours Ltd was accurate as of September 2026, we cannot be held accountable for unforeseen changes or force majeure events affecting the availability of services, amenities, and access to various sites. Please verify the status with us before making independent travel or accommodation arrangements. For the most recent Terms and Conditions, please refer to our website.

Terms & Conditions for Front Seats

1. Front seat booking is available at a charge. Only adults can occupy the front seats; children and infants are prohibited.
2. Paid front seats are subject to availability.
3. Star Tours reserves the right to change the seat assignment and refund the seat booking amount, if necessary, due to various reasons recognised as valid by Star Tours Ltd and its affiliates.
4. Booking cancellations solely based on the unavailability of front seats are not permitted; additionally, if a booking is cancelled, the front seat cost is subject to a 100% cancellation fee.
5. Alterations to the departure dates, initiated by either the customer or Star Tours, do not guarantee front seat availability in the new booking. However, a refund will be facilitated for the front seats if unavailable.
6. Front seats do not provide extra legroom or additional features compared to other seats. They are positioned directly behind the driver or Tour Manager, depending on the coach layout and microphone placement.
7. While occupying a front seat, wearing your seat belt is compulsory.
8. Pregnant individuals or those with medical conditions or other circumstances preventing them from assisting other passengers in emergencies are ineligible for front-seat booking.
9. Star Tours reserves the right to offer any unsold front seats at no extra cost according to its seating policy.
10. The front seat booking facility is available on selected tours and departure dates.
11. Front seats are sold as a pair and cannot be purchased individually. For larger families or groups, additional passengers can sit together for £10 per person per day, subject to availability. Otherwise, normal seating allocation will apply.

Terms & Conditions for Special Discounts

1. The special discount applies only to adults and children above two years, excluding infants.
2. The discount is applied solely to the tour cost, excluding optional add-ons, seat supplements, flights, pickups, visas, or other additional costs.
3. This offer is available to the first 500 passengers only.
4. A 10% discount or 7% discount is valid until 30 November 2026 and applies exclusively to bookings paid in full. This encompasses all European group tours (both coach and flight packages) and multi-day UK tours scheduled for 2027, barring the departures in January 2027. The extension or alteration of this offer remains at our discretion.
5. The 5% discount will end on 31 January 2027, affecting selected European group tours and UK day tours planned for 2027. Should the offer be extended past this date, it will not apply during the Easter, May Bank Holiday or Spring Bank Holiday tours. The discount will also not be extended to flight tours after that.
6. This discount cannot be used in conjunction with any other offers.
7. The discount will only be validated once the payment is received.
8. All discounts are subject to availability at the time of booking.
9. Star Tours retains the right to withdraw this offer at any point without prior notification, in part or in full.
10. Additional packages or passengers added to the original booking after the offer's expiry date will not be eligible for the discount.
11. Star Tours employees, partners, or affiliates, and those of its subsidiaries, are not eligible for this offer.
12. Star Tours reserves the right to rectify any pricing errors.
13. Amendments to the original booking, including passenger cancellation, tour downgrades, name changes and date changes, will nullify the discount and incur standard terms and conditions charges.
14. Discount will not be applicable on certain worldwide or far away tours, as well as India Tours.

Terms & Conditions for Reduced Deposit Scheme

1. This scheme is only valid for coach tours of up to 5 days.
2. A lower deposit (amount advised at booking) may be paid per person to secure your place.
3. This deposit is non-refundable and non-transferable.
4. The full balance must be paid by the standard due date in Clause 2.1 of the main Terms & Conditions.
5. If the balance is not paid on time, your booking will be cancelled and the reduced deposit lost.
6. Normal cancellation and amendment charges apply. The reduced deposit will always be forfeited.
7. Changing or downgrading a tour may require the deposit to be topped up to the full standard deposit. Discounts may also be withdrawn.
8. This scheme cannot be used with other discounts or promotions unless stated.
9. Not valid for One Day Tours, Flight Tours, FIT Tours, partner tours, or departures within 30 days.
10. Visa supporting documents (hotel confirmations, letters, etc.) will not be issued until the full standard deposit has been paid.
11. Star Tours may amend or withdraw this scheme at any time. Existing bookings will remain under the terms given at the time of booking.

Terms & Conditions for Loyalty Stars

1. Loyalty Stars are earned based on tour, excluding extras, and are assigned after booking verification; Loyalty Stars will not be granted in conjunction with other offers or on bookings made through third parties, including online travel agents and industry operators.
2. Loyalty Stars have no cash value and cannot be exchanged for cash or vouchers.
3. Loyalty Stars are valid for 24 months from the credited date, after which they will expire automatically from the account.
4. Loyalty Stars are activated only upon the completion of the tour and are linked exclusively to the email address used during booking; the same email must be utilised for redeeming points. Loyalty Stars from multiple accounts for groups cannot be combined for purchases.
5. Once redeemed, Loyalty Stars are non-refundable and non-transferable.
6. In the case of a refund for a tour, the loyalty stars awarded for that specific tour will be withdrawn from the account.
7. Loyalty Stars will not be retroactively applied or available for tours booked using existing points, additional excursions, front seat bookings or partner tours and excursions.
8. Members can resign from the loyalty scheme at any time through a formal request sent by post or email to Star Tours Ltd.
9. Star Tours Ltd retains the right to amend membership details and the terms and conditions of the loyalty scheme at any time without notice.
10. The Stars offered for each tour are solely determined by Star Tours. 1 Star = £0.01 (1p) discount.
11. Modified, cancelled or changed tours will not be eligible for Loyalty Stars rewards.
12. If the loyalty scheme is discontinued, the accumulated points will no longer hold any value and cannot be used for any services within Star Tours Ltd.
13. Star Tours Ltd reserves the right to terminate any loyalty account without notice, irrespective of the number of accrued points.

Web Content and Copyright Law

Under the DMCA or Digital Millennium Copyright Act, all content published online is protected under copyright law and remains the intellectual property of Star Tours Limited of 12-14 Aintree Road, Perivale, UB6 7LA, regardless of it having the copyright symbol on the page. Any content, no matter the form it takes (whether digital, print, or media) is protected under copyright law. This includes any content on the website and any material produced by Star Tours Limited, or its authorised affiliates under the DMCA.

Star Tours Limited
12-14 Aintree Road, Perivale, UB6 7LA | Tel: 0044 (0)208 900 2323 | www.startours.co.uk
Company registered in England no. 3322913