Terms & Conditions
Our agreement with you
We are Edge Adventures, a department of Edge Autism Ltd (hereafter referred to as Edge Adventures) and Terms and Conditions set out what you are legally entitled to expect from us and our suppliers (for whom we act as a booking agent) when you purchase services through us.
Your agreement with us
By making a booking with us, you are accepting these terms and conditions that apply to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party. Your contract with us is subject to the laws and jurisdiction of Scotland.
Application of these terms and conditions
A contract will exist between us once you have made your booking, paid your deposit and we have issued you with our booking confirmation. Our contract with you is also subject to any suppliers’ terms and conditions of which you agree will be deemed incorporated in our contract. You should read these terms and conditions carefully. You should note in particular the content of ‘our liability to you’, which contains certain limitations and exclusions. If any part of Our Terms is found to be invalid or unenforceable, then the remainder of them will not be affected and will remain valid and enforceable.
Your Booking with Edge Adventures Ltd
When you make a booking, you guarantee that as the lead name, you have the authority to accept and do accept, on behalf of your party, the terms of these booking conditions and those of any suppliers. It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies immediately. A contract will exist as soon as we issue your booking confirmation. When making a booking with Edge Adventures, it is your responsibility to provide as much information as possible regarding any assistance that you might need throughout the trip. Please note that for bookings involving flights, passengers who cannot make their way to an emergency exit unaccompanied must not travel alone. It is your responsibility to ensure that you have informed the company that someone must travel with you who is capable of assisting you to an emergency exit on an aircraft.
Deposits & Payment
Private Travel Bookings
After you have paid your 20% deposit, we will automatically process the remaining balance due on the date specified in your Booking Confirmation, 90 days for international travel and 30 days for national travel before your departure date.
Customers paying by invoice
Payment must be received within 30 days of invoice. Places are not confirmed until full payment is received. If you are not responsible for paying your invoice, please contact your budget holder.
Need to change your plans?
National Travel: There are free date changes and cancellations up to 31 days before departure on most trips. Please note if you cancel within 31 days of date of travel we will not be able to offer you a refund, however we may be able to offer you a free date change on a like-for-like product.
International Travel: There are free date changes and cancellations up to 90 days before departure on most trips. Please note if you cancel within 90 days of date of travel we will not be able to offer you a refund.
COVID REFUND GUARANTEE
If your trip is cancelled due to Covid choose from free date changes, account credit, or a full immediate refund.
If we do not receive payment or there is an issue with collecting payment, you will receive an email or letter of notification, and have up to 10 working days for the balance to be settled, after which time we will consider your holiday cancelled and place(s) forfeit. In the event of cancellation after this payment is taken, please see the ‘Cancellations by You’ section below.
On occasions, our suppliers require additional amounts up to full payment in advance (for example for Christmas bookings). On these occasions we will require additional payment[s] in advance. Unless you are making a late booking, the balance owing must be paid to us no later than 60 days before your date of departure. If we do not receive the balance by this time, then we will treat the booking as cancelled by you.
The prices quoted in our brochures, on our website or in our publicity and promotions are correct at the time of publication. In the event of any change in our prices to those stated we will notify you prior to accepting your booking. All of our prices are quoted in GBP £ Sterling.
(a) Holiday arrangements
We reserve the right to pass on any charges levied on us from time to time by our suppliers in respect of any other holiday arrangements made by us on your behalf:
- Return transportation costs including luggage allowance as confirmed
- Overseas transfers/transportation
- Accommodation, meals
- The services of a representative, tour guide or an appointed local agent, including a 24-hour emergency contact (except cruises)
- All UK departure taxes, fees and passenger charges
- Any applicable overseas port charges
Our holiday price does not normally include:
- Visa fees, overseas airport departure charges payable locally, porterage, personal expenditure, hotel extras, fuel and extras for car hire
- Taxes or compulsory charges introduced by Governments, regulatory bodies or airlines after you have booked
- Security charges introduced or increased after you have booked relating to transportation costs
- Holiday insurance
- Flights [dependent on package holiday offered flights may be included, please check your itinerary]
The price payable by you for your holiday and what this price includes will be confirmed to you by us at the time of booking and set out in our booking confirmation.
(b) Group bookings and discounts
Some bookings or prices are dependent on the number of participants or occupants and if this applies to your holiday arrangements you will be notified by us at the time of booking. We reserve the right to make further charges where numbers fall below those required to qualify for the discount offered or price otherwise appropriate. We also reserve the right to cancel such a booking in the event that numbers fall below the required number at any time up to 30 days prior to your due date of departure.
Flight Booking Procedure
Most airlines request that travellers book their flights directly when booking assistance, therefore this is not a service that Edge Adventures provide, and your holiday arrangements and price will not include flight costs, unless they are part of the package offered. We recommend that travellers organise their own flights and make us aware of these details at least one month prior to departure so that we can organise transfers between the arrival airport and our resorts.
When booking flights, travellers should ask for assistance if required, and ensure that they confirm whether they will need electric wheelchair assistance and hold space, hold space for a manual wheelchair, or for any other equipment. They should ask to include extra luggage if required, in relation to the amount of hand luggage their airline offers as standard. Many airlines have restrictions on the size of wheelchairs that they can accommodate, so it is the traveller’s responsibility to check this prior to booking with Edge Adventures. Most airlines request that special assistance is requested no less than 48 hours in advance of flying, but we advise to make special assistance arrangements as soon as possible.
Edge Adventures will advise clients of our recommended team flight 3 months prior to the holiday unless otherwise confirmed – this will be the flight that our carers will be travelling on to provide extra assistance. Please note that flight cost, seats, luggage and equipment hold space is all subject to availability at the time travellers book. We check the availability to ensure that there is availability for bookings at least 3 months prior to departure. We advise that travellers book as soon as possible once these details are provided to ensure availability. If travellers require any additional support in booking, or requesting assistance with airline providers, they should contact Edge as soon as possible. It is imperative that travellers make Edge Adventures aware as soon as they have booked their seats and assistance and advise on their seat number(s).
Passport, Visa and Immigration Requirements
It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements.
Travel insurance is a vital part of your arrangements. Edge Adventures do not currently offer our own insurance policy for travellers, so we strongly recommend that you have taken out adequate insurance which covers you from the point of your booking and for the duration of your journey with an external insurance provider.
Travel Advice and Vaccinations
British Citizens should refer to the travel advice posted by the Foreign and Commonwealth Office at http://www.fco.gov.uk/ for all the countries you intend to visit. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged necessary vaccinations for your itinerary.
For more specific information on our COVID-19 Booking Terms and current travel advice please see separate guidance.
We recommend that all guests have had at least their first COVID vaccine before coming onto our tours. However, if you are medically exempt, or do not wish to have the vaccine, this is not mandatory.
If guests have not received a vaccine prior to joining one of our tours, we will require them to provide a negative COVID test result within 48 hours of departure, and proof of this test result will need to be presented to the Edge Adventures Support Team at the chosen pick-up point.
If you experience any COVID symptoms in the week leading up to your tour, whether you have had the vaccine or not, you must ensure that you also get a COVID test prior to departure for the safety of all guests on the tour.
It will be a requirement that all members of the on-tour Edge Adventures team have received at least one COVID vaccination prior to departure, and they will also be required to provide us with a negative COVID test result at least 48 hours before joining your holiday.
Inability to Travel:
If you are presenting any symptoms of COVID-19 prior to your tour, or if you have tested positive for COVID-19 within 14 days of travel, in line with government advice you must remain at home and should not travel.
Please advise us on 0131 285 8930 or email firstname.lastname@example.org if this is the case. Evidence will be required to prove that you are self-isolating due to COVID-19. If you have tested positive for COVID-19, you will be required to show a negative test result prior to attending the tour before we can finalise your place on the tour.
If you are unable to travel or provide a negative result within a week of the tour departing, you are entitled to transfer any payments made towards your holiday free of charge as travel credits onto an alternative date (please be aware any increase in the holiday price will be applicable). If you choose to cancel your holiday your cancellation will be subject to our standard booking terms and conditions, and travel credits cannot be redeemed as a cash refund.
If you pay a remaining balance for a tour, it will be held in a secure account. If the government’s advice changes more than 30 days prior to departure and the trip can no longer go ahead, you will be able to move the balance to another trip, take a travel credit towards another holiday until 2022, or be refunded your balance payment in full within 14 days. We are required to pay our suppliers for upcoming tours at the 30 day point, so if the government’s advice changes after this point, you will either be able to move the balance to another trip or take a travel credit*.
* Please Note – We cannot always guarantee cash refunds within 14 days at this point (less than 30 days prior to departure) as suppliers will have been paid. However, if you request a refund we will work as hard as possible to arrange this for you. In the meantime you will be issued with a refund credit note until a cash refund is available, and our team will be happy to discuss this process further at this stage.
Baggage allowances and policies differ depending on the holiday. If you require specific information about baggage allowances, please contact us before you book.
All clients’ personal belongings are brought onto the holiday at the owner’s risk, and Edge Adventures liability is limited to taking reasonable care in the handling of such items by its tour team. In the interests of the health and safety of employees and agents, we ask clients to be thoughtful of the weight of their individual suitcases and it is possible that clients will be refused porterage facilities for suitcases which exceed a standard weight limit.
Care and Support Requirements
Edge Adventures staff team hours are from 7am – 11pm. Support includes autism, behavioural and mental health support, assistance with budgeting, travel management, itinerary management, medication prompting. Please note you must be self-ambulatory and self-medicating on our tours. If you need support outside of these hours, or if your support needs involve assistance with anything else, you will need to discuss this with our Edge Adventures Booking team prior to travel.
For all Edge Adventures tours, we offer the option to add a support package which will be tailored to your requirements at the point of booking. We have several support options available, which have been designed to ensure that each individual who books with Edge Adventures receives the appropriate pre-holiday support, and the highest quality support while on holiday with us.
We reserve the right to amend the support package assigned following qualification calls by our Booking Team prior to the tour going ahead. Any changes to your support needs must be advised prior to your tour, and any additional charges required for upgrading support packages will be the booker’s responsibility.
Cancellations and Changes
Changes by Us
If we make a change to your booking, we will inform you as soon as reasonably possible if there is time before your departure. These may include (but are not limited to) the following changes: a change in accommodation to that of the same category, a change of UK departure point, a change of supplier, or a change in the time of your departure or return by more than 12 hours. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us (we will refund any price difference if the alternative has a lower value), or cancelling your booked arrangements in line with our standard booking terms.
Cancellation by Us
We reserve the right to cancel departures if the number of clients wishing to travel is less than required for the tour to run. We will not normally cancel a holiday after payment of the balance becomes due unless there has been an unforeseen change e.g. the FCO advising against all travel to a destination less than 90 days prior to departure. If for any reason it is found necessary to do so, we will offer the chance to transfer the holiday to an equivalent holiday at a later date at no extra charge, or to convert the value of your tour into credit for use against a future tour.
Cancellation by You
All deposits paid to Edge Adventures are non-refundable, regardless of the breakdown of the deposit paid. To cancel an order, Edge Adventures requires written acknowledgement from the person who has booked the holiday, and no further action will be taken until this is provided.
Please find below our terms around cancellations:
|More than 30 days [national travel] or 90 days [international] prior to departure||Should the balance have been paid in full, 80% of the balance will be refunded|
|90 – 30 days prior (following payment of the remaining balance)||25% of the balance paid will be refunded (excluding non-refundable deposit)|
|30 – 0 days prior||0% of the total holiday cost|
If your remaining balance is not paid on or before the due date we reserve the right to treat your booking as cancelled, and you will be charged as per our cancellation charges in the table above.
Changes by You
If you wish to change or amend any part of your booking after you have received your booking confirmation, you must inform us as soon as possible. Whilst we will do our best to assist, we cannot guarantee that we will always be able to meet your requests.
Where we can meet the requests, all changes will be subject to payment of any applicable rate changes or extra costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that any of these costs could increase the closer to your departure date that changes are made, and that you should contact us in the earliest instance to avoid an increase in charges.
Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable. If you are prevented from travelling, it may be possible to transfer your booking to another suitable person provided that written notice is given.
Transfer of Booking
If you are prevented from travelling, you may be able to transfer your place to someone else (introduced by you and satisfying all the conditions applicable to arrangements) provided:
a) you contact us as soon as possible and provide us with the name of the replacement passengers and who they will be replacing from the original booking. We can only transfer customers up to 30 days before departure, subject to availability;
b) you pay any fees, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and;
c) the transferee agrees to these Booking Conditions and all other terms of the contract between us.
If there are any payments outstanding for the applicable booking when the transfer is requested these must also be paid before the transfer can be made. You and the transferee remain jointly and severally liable for the payment of all sums. If you are unable to find a replacement, cancellation charges as set out herein will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Please note that replacement customers will be accepted subject to our assessment of a completed support questionnaire, and that if our Booking Team deems the replacement customer to require any mobility equipment and/or support packages above the original booking requirements, an additional charge will be incurred for these products and services. If the original customer paid for mobility equipment and/or care packages, it may not always be possible to refund the costs if no longer required by the replacement customer if these have already been booked by Edge Adventures.
Important note – changes beyond our control
Compensation will not apply if a significant change is made for reasons beyond our control. These include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, changes due to cancellation by a supplier; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar event.
In the event that any of the above situations occur and your trip cannot proceed as a result, then you will be issued with a travel credit for the full value of your trip to be used on a future date.
Please ensure that you have given your contact email address to Edge Adventures and that you regularly check for messages before you leave. Edge Adventures has no control over changes made by suppliers and accepts no liability for costs which may arise as a result of such changes.
Our Responsibility For Your Arrangements
We have taken all reasonable care to make sure that all the services that make up the arrangements made by Edge Adventures are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided. However, please be aware that overseas safety standards may be lower than in the UK. We will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability will also be limited in accordance with and/or in an identical manner to:
(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
Problems During Your Holiday
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotel) or your Edge Adventures tour support team in resort immediately. Should they be unable to resolve the matter, please contact Edge Adventures in the UK, either via the person with whom you made your arrangements, or through www.edgeadventures.uk. If you fail to contact Edge Adventures, we will not be permitted the opportunity to investigate your complaint and rectify any error whilst you are away, and this may affect your rights under this contract.
Edge Adventures staff should be able to complete their duties without harassment or disruptive behaviour from clients. Should a client behave in an abusive or disruptive manner, Edge Adventures and its staff reserve the right, after consideration and warning, to terminate the contract with this client. In such circumstances, the client will have no further reimbursement from the company in respect of any lost part of the holiday or additional expenses incurred.
Communications and Data
Edge Adventures general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge an administration fee should you make a request for such documents to be sent as hard copy.
We observe the requirements of the Data Protection Act 2019 (the Act) in respect of all personal data held by us at any time. We will not use any personal data relating to you which we hold at any time for any purpose other than in connection with your booking. We do not share financial details with any third parties. We will not pass on personal data save where this is necessary in connection with the performance by us of our contract with you or as otherwise authorised by you. If you wish to find out more about the personal data we hold relating to you or have any query about data protection, please contact our compliance manager at Compliance, Edge Adventures, Summers House, Eskmills, Musselburgh EH21 7PB. We have notified the Information Commissioner. In order to find out more about our notification and the requirements of the Act you should visit the site of the Information Commissioner at ico.org.uk.
Brochure and website contents
We take reasonable care to ensure the accuracy of the information contained in our brochures and on our website. However, content is subject to change, often due to the actions of our suppliers (e.g. airlines, hotels, activity providers etc). We will endeavour to notify you of any change known to us and affecting your holiday prior to issuing you with our booking confirmation and after that, as soon as we are notified by our Suppliers. We are not responsible for the content, policies and services of any sites linked to or accessible via our website.