Booking T&C's

ActiveXplore Travel LTD – Booking Terms & Conditions

Effective Date: 23/07/2025
 Last Updated: 23/07/2025


1. Introduction


These Booking Terms & Conditions (“Terms”) apply to all bookings made with ActiveXplore Travel LTD (“ActiveXplore,” “we,” “our,” or “us”), including:

  • Retreat and camp packages (bonded by Protected Trust Services [PTS]);
  • Bookings made by retreat hosts for their groups.
  • Hotel-only bookings (not bonded by PTS).
  • Day trips and experiences (not bonded by PTS).


By making a booking with us, you confirm you have read, understood, and agree to be bound by these Terms. These Terms govern the relationship between ActiveXplore and:

  1. End customers purchasing packages or day trips;
  2. Hosts who contract with us to operate retreats or camps (for their own clientele);
  3. Individuals booking hotel-only stays through us.


These Terms supersede any previous versions and apply whether you book directly or via a third party.


2. Financial Protection


  • Packages (retreats/camps sold as a combination of accommodation and activities) are protected by PTS for consumer financial security.
  • Hotel only and day trip bookings are not covered by our PTS bonding, by booking you accept that these category of bookings are not bonded through PTS.
  • For ground only ActiveXplore packages (no flights), we accept no liability for delays, cancellations, or missed connections. Any costs arising due to flight issues (e.g., missed accommodation nights, transfers, or activities) must be claimed via your travel insurance.


3. Booking and Payment


  • A booking is confirmed once we receive your deposit (as advised at time of booking) and you receive written confirmation.
  • Deposits are non-refundable unless expressly agreed in writing.
  • Remaining balances must be paid by the deadline stated in your booking confirmation. Failure to do so may result in cancellation of your booking, with no refund of monies paid.
  • Bookings made within the final payment window require full payment upfront.
  • Payments must be made in the specified currency; all bank or transaction fees are your responsibility.

Host-Specific Payment Terms


  • Hosts contracting with ActiveXplore remain liable for all venue, supplier, and service costs, regardless of how many guests book.
  • Deposits, interim payments, and guest balances are structured to cover supplier obligations, but where there is a sales shortfall, the host must pay any outstanding amounts to ensure supplier contracts are met.
  • ActiveXplore reserves the right to amend payment schedules and request advance payments if supplier terms change.

4. What’s Included


Your booking confirmation will outline all inclusions (accommodation, meals, transfers, activities). Anything not specifically listed is excluded, including:

  • Flights, visas, and travel insurance;
  • Personal expenses (e.g., food and drinks not listed, additional excursions);
  • Any additional services requested after booking.

We may substitute services (e.g., accommodation or activities) with comparable alternatives due to operational needs or unforeseen circumstances. Such substitutions do not entitle you to compensation unless the change is significant (see Section 7).


5. Cancellations & Refunds


Your Cancellation

  • Deposits are always non-refundable.
  • For cancellations after full payment, the following charges apply (unless stated otherwise in your booking confirmation):
  • More than 60 days before departure: loss of deposit only;
  • 60–31 days before departure: 50% of total booking cost;
  • 30 days or less before departure: 100% of total booking cost.

You must hold comprehensive travel insurance to cover cancellations for personal reasons (e.g., illness, injury, or travel disruption).


Our Cancellation


  • We may cancel your booking if necessary for operational reasons. In such cases, you will be offered:
  • A full refund of monies paid if you are still booked on the trip (haven't cancelled your space prior); or
  • An alternative package or date (with a price adjustment if applicable).
  • If cancellation is due to force majeure (e.g., natural disaster, war, pandemics, or events beyond our control), refunds may be limited or unavailable. Where possible, we will offer travel credit or reschedule your booking.
  • If you cancel your trip before our own cancellation due to any of the above or any other reasons you will not be refunded and you remain subject to the terms and conditions up to your cancellation date.


Unavoidable and Extraordinary Circumstances (Force Majeure)

Definition
Unavoidable and Extraordinary Circumstances (“UECs”) are situations beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

These include, but are not limited to:

  • War, threat of war, or armed conflict
  • Terrorism or threat of terrorism
  • Civil unrest, riots, or political instability
  • Government-imposed travel restrictions or border closures
  • Airspace closures or significant disruption to flights
  • Natural disasters (e.g. earthquakes, wildfires, floods)
  • Pandemics or significant public health emergencies
  • Severe weather events preventing travel or safe operation of the trip

Your Rights Before Travel


You are entitled to a full refund if:

You may cancel your booking and receive a full refund within 14 days if Unavoidable and Extraordinary Circumstances:

  • Occur at your destination or in its immediate vicinity; and
  • Significantly affect the performance of your package, or
  • Prevent you from travelling safely to the destination


Examples where a full refund WOULD apply:

  • The UK Foreign, Commonwealth & Development Office (FCDO) advises against all or essential travel to your destination
  • Your destination is subject to war, active conflict, or widespread civil unrest
  • Airspace is closed or flights to your destination are cancelled at scale
  • Borders are closed or entry is denied to travellers
  • Government restrictions make the trip unable to operate as planned


In these cases:

  • You will receive a full refund
  • No cancellation fees will apply
  • No additional compensation will be payable


A full refund will NOT apply if travel remains possible

If Unavoidable and Extraordinary Circumstances exist but:

  • Travel is still operating (e.g. flights are running), and
  • The destination is open, and
  • There is no FCDO advice against travel, and
  • The trip can reasonably proceed as planned


Then your booking will continue.

If you choose to cancel in these circumstances, standard cancellation charges will apply.


Examples where a full refund would NOT apply:

  • You feel uncomfortable travelling due to global events, but there are no official restrictions
  • Conflict or disruption is occurring in a different region or country, not affecting your destination
  • Media coverage creates concern, but travel services (flights, accommodation, transfers) are still operating normally
  • Minor itinerary changes are required, but the trip can still run
  • Airline schedule changes that do not prevent travel

These situations are considered personal choice cancellations, not grounds for a full refund under the Package Travel Regulations.


How We Assess Disruption

We will base all decisions on objective, official sources, including:

  • UK Foreign, Commonwealth & Development Office (FCDO) advice
  • Local government and authority guidance
  • Airline and transport provider operations
  • On-the-ground supplier updates


During Your Trip

If Unavoidable and Extraordinary Circumstances arise during your trip:

  • We will provide reasonable assistance to support you
  • We will arrange alternative travel where required and in aspects already included in your package
  • Where legally required, we will provide accommodation for up to three nights per traveller (unless a longer period is mandated)


No compensation will be payable for:

  • Loss of enjoyment
  • Missed activities
  • Changes to the itinerary

Where these are caused by Unavoidable and Extraordinary Circumstances.


Alternatives and Flexibility

Where possible, we may (at our discretion):

  • Offer alternative dates or destinations
  • Provide a credit note for future travel
  • Amend your booking

These options are not guaranteed and will depend on the circumstances at the time.


6. Day Trips & Hotel-Only Bookings (Non-PTS)


  • These services are treated as standalone bookings.
  • Payment must be made in full at the time of booking and are non-refundable unless otherwise stated as refundable with full balance being collected at a specified date.
  • ActiveXplore does not provide financial protection for these bookings.
  • Cancellations or supplier changes will be handled according to each provider’s policy; we will assist with rebooking where possible but are not liable for refunds beyond what suppliers allow.

7. Changes to Bookings


Changes by You

  • Requests to change dates, transfer a booking, or replace a participant must be made in writing.
  • Changes are subject to availability and may incur administrative fees and any additional supplier costs.

Changes by Us

  • We may make changes to itineraries due to operational reasons, supplier issues, or safety considerations.
  • If a significant change (e.g., destination change, major date shift) occurs, we will offer alternatives or a refund.


8. Your Responsibilities


By booking with ActiveXplore, you agree to:

  • Hold valid travel documents (passport, visa, insurance).
  • Be fit and able to participate in the activities included. If you have medical conditions, notify us prior to booking.
  • Respect local customs, laws, and cultures. Disruptive or illegal behaviour may result in removal from the trip, with no refund.
  • Look after your belongings; we are not liable for lost, damaged, or stolen property.


9. Insurance Requirement


Comprehensive travel insurance is mandatory for all packages, day trips, and host bookings.


Insurance must cover:

  • Medical expenses and emergency evacuation;
  • Trip cancellation, delays, and interruptions (including flight-related issues);
  • Personal liability;
  • Lost, stolen, or damaged belongings.


Proof of insurance may be requested before departure.


10. Liability & Limitations


ActiveXplore is not responsible for:

  • Flight delays, cancellations, or costs arising from missed travel connections not organised by or booked via ActiveXplore.
  • Injuries, losses, or damages arising from activities or incidents beyond our control.
  • Acts or omissions of third-party suppliers.


Our liability for any claim is limited to the total price of your booking with us.


11. Data Protection


Your personal data will be handled in line with UK GDPR. It will only be shared with suppliers (e.g. hotels, activity providers) as needed to deliver your booking. See our Privacy Policy for details.


12. Governing Law


These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

For any questions, contact info@activexplore.co.uk.