Booking Terms & Conditions

Last Updated 03/01/2024

Terms & Conditions

Our goal is always to provide you with the best service and experience. Please see our booking terms and conditions outlined below. After you read our booking terms and conditions, our Travel Experience Team is happy to answer any questions.

Please note these booking terms and conditions are applicable starting 17 November 2023. Our previous terms and conditions are available on request for reservations made before this date.

1. Who we are

Welcome to the North Pole booking terms and conditions. North Pole Cruises is a brand by The Expedition Collective Limited. Suppose you reserve your expedition through North Pole Cruises. In that case, you agree to comply with and be bound by the following terms and conditions, which, alongside our privacy policy, govern The Expedition Collective’s relationship with you regarding reservations made through us.

The term’ The Expedition Collective’, ‘North Pole Cruises,” ‘us’ or ‘we’ refers to the owner of the website whose company number is 06490111 with our registered business address at 103 – 105 Brighton Road, Coulsdon, London, CR5 2NG. ‘you’ refers to the client making a reservation through our website.

Suppose your holiday is reserved through our website. In that case, our website terms and conditions of use and any other written information provided to you before we confirm your booking constitute the foundation of your contract with The Expedition Collective Limited.

Please carefully review these terms as they delineate our respective rights and obligations. Throughout these Booking Conditions, references to “you” and “your” encompass the initial person named on the booking and all individuals on whose behalf a booking is made or any other person to whom a booking is added or transferred.

Upon making a booking, the first named person on the booking acknowledges, on behalf of all persons listed on the booking, that:

a. They have read and comprehended these terms and conditions, have the authority to agree to them and are bound by them.
b. They consent to our utilization of information as outlined in our Privacy Policy.
c. They are at least 18 years of age and, in cases where ordering services with age restrictions, affirm that they and all party members meet the appropriate age requirements to purchase those services.

2. Reserving Your Expedition

A reservation is formalized with The Expedition Collective Limited when:
You express your intention to accept our verbal or written quote.
You submit a deposit (if within 90 days of departure, full payment is required at the time of booking).
We supply you with a booking confirmation.
We retain the authority to refund your deposit and abstain from issuing a confirmation at our discretion. A contractual agreement becomes effective between you and us when we dispatch a booking confirmation outlining the specifics of your reservation, which will be sent to you or your designated travel agent.

The final balance for your arrangements, inclusive of any applicable surcharges, is due no later than 90 days before the scheduled departure. Failure to receive the complete and timely balance grants us the prerogative to treat your booking as self-cancelled, invoking the cancellation fees stipulated below.

Protected Trust Services holds your balances in a trust account for your financial protection. In the event of our financial failure by us or any of our suppliers, your money will be protected.

3. Accuracy of Pricing

Our commitment is to maintain the accuracy of all information and prices on our website, email communications, and brochures. Nevertheless, occasional alterations and errors may transpire, prompting us to retain the right to rectify prices and other particulars. Before confirming your reservation, you must verify the current price and all further details associated with the arrangements you intend to book.

4. Prices, quotations and currencies

Pricing is displayed in multiple currencies across our website, which can fluctuate. For certain expeditions, the base rate will be in US Dollars, with a translated equivalent displayed on our website. At the time of your quotation, we will advise you of the base currency of your expedition, which will not fluctuate. If you opt to pay in a different currency than the base currency, this is subject to fluctuations in the exchange rate.

We retain the right to modify the price of unsold expeditions at any juncture and rectify inaccuracies in the prices of already confirmed expeditions.

The cost of your confirmed expedition is subject to the following variations:

(i) Transportation costs, encompassing fuel expenses;
(ii) Dues, taxes, or fees applicable to services such as landing taxes or fees for embarkation or disembarkation at ports and airports;
(iii) Exchange rates utilized for calculating your arrangements;

If the cost of an expedition changes from our original quote based on the above factors, we will inform you by writing.

5. If You Cut Your Expedition Short

If you are compelled to cut short your trip and return home prematurely, we cannot reimburse the expenses for any services you have not utilized. Should you decide to curtail your holiday and return home early without reasonable cause for complaint regarding the quality of accommodation and services offered, we will not provide a refund for the incomplete portion of your holiday, nor will we assume liability for any associated costs you may encounter. Depending on the circumstances, your travel insurance may extend coverage for curtailment, and we recommend initiating any claims directly with them.

6. Modifications Made to Your Expedition by You

Suppose you want to alter any aspect of your booking arrangements after issuing our confirmation invoice. In that case, you must notify us in writing at your earliest convenience. Although we will make every effort to accommodate your request, we cannot guarantee the feasibility of meeting all changes. Should we be able to facilitate your request, an administration fee will be applicable, outlined as follows:

– For changes requested 90 days or more before the travel date, an administration fee of 4% of the total cost of the arrangement, as it stood before the change, will be levied.

– For changes requested less than 90 days before the travel date, an administration fee of 6% of the total cost of the arrangement, as it stood before the change, will be applied.

Please be aware that you may incur any costs or charges our partners impose. It’s important to note that these costs may escalate the closer the changes are made to the departure date. In such instances, prompt communication with us is strongly advised.

In scenarios where we cannot accommodate your requested changes, and you choose not to proceed with the original booking, we will consider this a cancellation on your part. Refer to section 8 below for our Cancellation Terms and Conditions. If unforeseen circumstances prevent your travel, there might be an option to transfer your booking to another suitable individual, provided written notice is given. An administration fee will be applied, and details can be furnished upon request.

Particular arrangements may be non-amendable after confirmation, and any attempt to alter them could result in a cancellation charge of up to 100% of that portion of the arrangements. For instance, many scheduled airlines do not permit changes, thus typically incurring total cancellation charges.

7. Cancellation of your expedition by You

If you or any group member opts to cancel a confirmed booking, it is imperative to communicate this decision in writing. Your cancellation notice becomes effective upon receipt at our offices, either by post or email, and the cancellation charges outlined below will be applicable. These charges are calculated based on the total cost payable by the cancelling party, excluding non-refundable insurance premiums and amendment charges:

– 90 days or more before departure: Loss of deposit

– Less than 90 days before departure: 100% of the expedition cost

Please be aware that specific arrangements may be non-amendable after confirmation, and any attempt to alter or cancel them could incur a cancellation charge of up to 100% of that portion of the arrangements, in addition to the abovementioned costs.

Suppose a member of your party is unable to travel. In that case, we can transfer their place to another individual (introduced by you and meeting all relevant conditions) if we are notified no less than 90 days before departure. This transfer requires an amendment fee of £250 per person, covering all costs and charges incurred by us and/or imposed by our suppliers. The transferee must agree to these booking conditions and all other contract terms between us. The stipulated cancellation charges will apply to cover our estimated costs if a replacement cannot be found. No refunds will be provided for passengers without travel or unused services.

If you prefer to defer your trip by a maximum of 18 months from the original dates, and negotiations with our partners are possible, the deposit paid will be retained, applied to the future booking, and a 5% administration fee of the new total trip cost will be collected upon re-booking.

8. If we have to cancel or alter your expedition

While it is unlikely that changes will be necessary, the intricate planning of travel arrangements months in advance may occasionally prompt adjustments. We retain the right to make changes at any time, with most being minor. In the rare event of significant changes or cancellations, we commit to informing you promptly. Examples of “minor changes” include alterations to carrier identity, flight timings, aircraft type, or accommodation shifts within the same standard or classification, provided such changes occur before departure.

If made before departure, major changes involve significant shifts such as alterations to accommodation areas, downgrading accommodation standards, differences in departure times or overall trip lengths exceeding twelve hours, changes in UK departure airports (excluding London airports), or substantial modifications to your itinerary.

In the event of a significant change or cancellation, you will be offered the choice of:

i. Accepting the altered arrangements,
ii. Receiving a refund of all monies paid, or
iii. Opting for alternative travel arrangements of comparable standard (with a refund for any price difference if the alternative is of lower value).

Your selection must be communicated within seven days of our offer. Failure to respond within this period will be interpreted as acceptance of the change or alternative booking.

Compensation for significant changes or cancellations made less than 90 days before departure is as follows:

– 90 days or more: Nil
– 60 – 28 days: £25
– 27 – 14 days: £35
– Less than 14 days: £50

Compensation will not be provided for changes or cancellations more than 90 days before departure, changes due to unforeseeable circumstances beyond our control, or cancellations resulting from insufficient participants. The latter will be communicated no less than 45 days before departure.

Our liability for changes and cancellations is limited, and we regret we cannot cover expenses or losses incurred due to such alterations. If alternative accommodation is offered at a higher price and accepted by you, the difference will be deducted from any compensation payable. No balance will be paid if higher-priced accommodation is accepted without additional payment.

Compensation and options are unavailable if a minor change or cancellation results from your failure to make timely full payment or if differences arise from alterations to the confirmed booking you requested.

Changes or terminations may occur after departure in exceptional circumstances (force majeure). In such cases, refunds, compensation, or coverage of incurred costs will not be possible unless obtained from our suppliers.

When we cannot provide a significant portion of the booked services after departure, alternative arrangements will be made at no extra charge, accompanied by reasonable compensation if deemed appropriate.

9. Force Majeure Circumstances

Unless explicitly specified otherwise in these booking conditions, we cannot be held liable or provide compensation if our contractual obligations are affected by unforeseeable events that neither we nor the relevant service supplier(s), despite exercising all due care, could anticipate or prevent. These events encompass, but are not limited to, war, the threat of war, civil unrest, terrorist activities and their consequences or the potential danger of such activities, riots, actions by any government or other national or local authority, including port or river authorities, industrial disputes, lock closures, natural or nuclear disasters, fires, chemical or biological disasters, adverse weather conditions, sea, ice, and river conditions, and any similar events beyond our or the supplier(s)’ control. Force Majeure may also include advisories from the Foreign Office recommending avoidance or evacuation from a specific country.

10. Special Requests Made By You

If you have any special requests, such as dietary preferences, room preferences, or specific facilities at a hotel, please inform us when booking. It is advisable to confirm these requests in writing or via email.

While we will try to accommodate reasonable special requests, we cannot guarantee their fulfilment. Noting a special request on your confirmation invoice or any other documentation or transmitting it to the supplier does not confirm that the demand will be met.

Our failure to fulfil a particular request does not constitute a breach of contract unless the request has been explicitly confirmed. Bookings are conditional upon fulfilling special requests and will not be accepted.

11. Medical Conditions

Our expeditions involve travel to extremely remote places with limited medical facilities. By reserving your expedition with us, you agree that you have been made aware of any associated risks.

To participate in any of our expeditions, you need to be in sound health and have reasonable mobility to undertake activities. The fitness levels required for specific activities (for example, kayaking and hiking) will be communicated to you at the time of your enquiry.

If you or any group member has a medical condition or disability that might impact your trip, kindly provide us with comprehensive details before confirming your booking. This enables us to offer guidance on the suitability of your chosen arrangements. Sometimes, we may request a doctor’s certificate confirming your fitness to participate in the tour. If acting reasonably, we cannot adequately accommodate the needs of the person(s) in question, we reserve the right not to confirm your booking. If full details were not provided at the time of booking, and we later become aware of these details, we may cancel the booking and impose relevant cancellation charges.

12. Your Travel Insurance Obligations

Sufficient travel insurance is a prerequisite for our contractual agreement. You must ascertain your insurance adequately addresses all your personal needs, encompassing the expenses related to your potential cancellation, the costs associated with assistance (including repatriation) in cases of accidents or illnesses, and the potential losses of baggage, money, and other pertinent expenses. Failure to travel with a comprehensive insurance cover absolves us of liability for any losses for which insurance coverage could have been applicable.

To learn more, please see our Guide To Travel Insurance For Expeditions.

13. Guest Conduct Guidelines

We anticipate all guests under our care to maintain a proper and acceptable demeanour, refraining from actions that may disrupt the enjoyment of fellow guests. If, in our judgement, or the judgement of any hotel manager or other authoritative figure, your behaviour or that of any member of your group is causing or likely to cause distress, danger, annoyance to other guests or any third party, or property damage, or if it leads to a delay or diversion in transportation, we reserve the right to promptly terminate your booking arrangements.

Upon such termination, our liability to you and/or your group ceases, and you and/or your group must vacate the accommodation or service immediately. We assume no further obligations, and no refunds for lost accommodation or services will be issued. Additionally, we will not cover any expenses or costs incurred due to the termination. You and/or your group may also be held accountable for any loss or damage resulting from your actions, and each group member will be jointly and individually liable. Full payment for such damages or losses must be remitted directly to the hotel manager or relevant supplier before departure.

Failure to make payment renders you responsible for any subsequent claims (including legal costs) filed against us due to your actions, along with covering all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of unrelated guests or individuals unconnected to your booking arrangements or our services.

14. Complaint Resolution

While we strive to ensure the seamless execution of your expedition, if you encounter any issues during your trip, kindly notify the relevant service provider (e.g., your hotelier) promptly so they can work towards a resolution. If the matter persists and is not resolved locally, please contact _____. Should you find the issue unresolved and wish to escalate your complaint, you must submit a formal written notice to us at our head office within 28 days of the conclusion of your stay. Include your booking reference and all pertinent information. It is advised to keep your letter concise and focused, aiding us in promptly understanding your concerns and expediting our response. Failure to adhere to the outlined procedure may impact our and the relevant supplier’s ability to investigate your complaint, potentially affecting your rights under this contract.

15. What We Are Responsible For:

Compensation for Negligence

We accept responsibility for the services outlined in our agreement as an “organiser” under the Package Travel, Package Holidays, and Package Tours Regulations 1992. In cases of negligent performance by us or our suppliers, we will provide reasonable compensation, considering factors such as adherence to the complaints procedure and the impact of negligence on your holiday enjoyment. You must demonstrate failure to claim compensation.

Exclusions from Compensation

We will not be liable or provide compensation for injury, illness, death, loss, damage, expenses, costs, or claims resulting from:

– The actions or omissions of the affected person(s).
– Actions or omissions of an unrelated third party are unforeseeable or unavoidable.
– Unusual or unforeseeable circumstances beyond our or our supplier(s) control.
– Events neither we nor our suppliers could have foreseen or prevented with all due care.

Limitation of Compensation
– Loss of or damage to luggage/personal possessions: Limited to the excess on your insurance policy.
– Claims not involving injury, illness, or death: Limited to twice the price paid by/on behalf of the affected person(s) if no benefit was received from the booking.
– International travel and stays in hotels: Subject to relevant Conventions, with liability limited accordingly.

Claim Notification and Assistance:
To accept liability, you must notify claims to us and our suppliers of the complaints procedure. The recipient must assign rights to us or our insurers and provide reasonable assistance.

Liability Conditions
We are not liable for damage, loss, expense, or other sums:
– Unforeseeable based on the information provided by you before accepting the booking.
– Related to any business activities.

Non-Responsibility for Additional Services:
We do not accept responsibility for services or facilities not part of our agreement or unadvertised in our brochure, such as excursions booked during the trip or services provided by your hotel or other suppliers.

16: Financial Protection

Concerning package holidays that include flights sold by us, the Package Travel, Package Holidays, and Package Tours Regulations 1992 mandate us to ensure the financial security of the monies you pay and facilitate repatriation in the event of our insolvency.

For package holidays without flights, we ensure full financial protection by holding your customer funds in a Trust Account until your booked holiday is completed. This Trust Account is independent of The Expedition Collective Limited and is managed by Protected Trust Services. https://www.protectedtrustservices.com/consumer/

If our insolvency prevents service provision, Protected Trust Services will facilitate the delivery of those services equivalent services or refund your funds. In return for benefits or payments arising from our insolvency, you assign your claims related to the non-provision of services, including any claims against us or the travel agent, to Protected Trust Services.

17. Passport, Immigration and Visa Requirements

Ensuring compliance with the passport, visa, health, and immigration requirements pertinent to your holiday is your responsibility. While we offer general information, verifying specific requirements with the relevant Embassies, Consulates, and your doctor is crucial based on your unique circumstances. Due to evolving conditions, checking the current requirements well before your departure is essential.

Many countries mandate that passports be valid for at least six months before your return date. For passports in their final year, confirmation with the destination country’s Embassy is recommended. Contact the Passport Office at 0870 5210410 or visit www.gov.uk/browse/abroad for additional information.

Travel to the USA necessitates individual machine-readable passports for all passengers; refer to uk.usembassy.gov for details. European holiday travellers should secure a completed and issued EHIC form before departure.

For updated travel advice, consult the Foreign and Commonwealth Office at www.fco.gov.uk. Non-British passport holders, including other EU nationals, must seek the latest advice on passport and visa requirements from the relevant Embassy, High Commission, or Consulate of their destination or the countries through which they are travelling.

We disclaim any responsibility if you cannot travel or incur losses due to non-compliance with passport, visa, immigration requirements, or health formalities. If your failure to comply leads to fines or losses for us, you agree to reimburse us accordingly.

It is your responsibility to stay informed about the guidance provided by the Foreign Office and State Department regarding the safety of the countries and regions you plan to visit. Based on this information, you should make informed decisions about your travel plans. Situations where the Foreign Office advises against travel to or departure from a specific country may be considered a force majeure event.

18. Our Supplier’s Terms and Conditions

Independent suppliers offer numerous services integral to your expedition. These providers deliver services based on their terms and conditions, which are integral to your agreement with us. Specific terms and conditions might restrict or exempt the supplier’s liability to you, typically following relevant International Conventions. Copies of the pertinent sections of these terms and conditions can be obtained upon request from us or the respective supplier.

19. In The Event Of A Flight Or Travel Delay

Suppose you or any member of your party misses a flight, experiences a cancellation, or encounters a delay exceeding 3 hours for any reason. In that case, immediate contact with us and the relevant airline or transport supplier is essential.

As per the Package Travel etc Regulations 1992, if circumstances described in clauses 15 (2) (a), (b), (c), or (d) of these booking conditions lead to difficulties, we commit to providing prompt assistance. This assistance may include help locating refreshments, accommodation, and communications, excluding payment for these services, unless the delay results from our failure, employees, or sub-contractors. Airlines or transport suppliers may independently cover such costs; any claims should be directed to them. We shall not be responsible for any costs incurred without prior authorization for alternative travel arrangements.

Under certain circumstances, EU Law grants you rights to refunds and/or compensation from airlines for denied boarding, cancellations, or flight delays. Comprehensive details of these rights will be available at EU airports and from the airlines. Failure of the airline to comply with these regulations should be reported to the Civil Aviation Authority at www.caa.co.uk/passengers. However, compensation from the airline does not automatically entitle you to a refund of your holiday price from us. Should you decide not to claim against the airline and seek compensation from us, you must assign your rights against the airline to us when receiving payment.

A flight delay or cancellation does not automatically permit the cancellation of other arrangements made in conjunction with the flight unless specified otherwise.

We are not liable for delays attributed to reasons outlined in clause 10 of these booking conditions, which include passenger behaviour affecting flight schedules. Flight details on our website and your confirmation invoice are indicative and subject to confirmation and alteration. Actual carrier information will be disclosed upon our awareness, and updated flight timings will be on your tickets dispatched approximately two weeks before departure. Please carefully review your tickets upon receipt, and we will promptly inform you of any flight time changes after ticket dispatch.

20. Modifications to these Terms and Conditions

From time to time, adjustments may be required in these terms and conditions. Only we have the authority to implement any changes; no third-party entity can do so. We maintain the right to revise or enhance these terms and conditions without providing advance notice. In cases where changes become necessary, we’ll send you a copy of these revisions, and all future reservations will adhere to the updated terms, except those already confirmed.

21. Contracts (Rights of Third Parties) Act 1999

No part of this agreement shall confer on any third party any benefit or right to enforce any terms of this agreement.

22. Jurisdiction and Governing Law

The regulations outlined in these Booking Conditions and any corresponding agreement fall under the jurisdiction of English law. It is mutually agreed that any dispute, claim, or other matter arising between us concerning your contract or booking will be addressed exclusively by the Courts of England and Wales.

Do you need help planning your expedition?

Our friendly and knowledgeable Travel Experience Team is ready to assist you.

North Pole Cruises – a brand by the Expedition Collective Limited

© 2024 The Expedition Collective

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