Indigo Adventures Limited – Terms and Conditions
Last updated: June 2025
Please read these Terms and Conditions (“Terms”) carefully before booking your holiday. These Terms form the contract between Indigo Adventures Limited (“we”, “us” or “the Company”) and the person or persons (“you” or “the Client”) purchasing any land-based travel package (excluding flights) from us. Indigo Adventures Limited is a company registered in England and Wales (Company No. 16215991) with its registered office at 9 Babington Close, Sheffield, S2 1LD, UK. By making a booking and paying a deposit or full payment, you confirm that you have the authority to accept these Terms on behalf of everyone in your party and that all persons agree to be bound by them. If any provision of these Terms is found to be invalid or unenforceable, the remainder of the Terms shall not be affected.
1. Booking and Payment Terms
1.1. Booking Confirmation: A binding contract is formed between you and Indigo Adventures upon our acceptance of your booking and receipt of a deposit or payment from you. We will then issue a confirmation invoice. Please check your booking confirmation and all travel documents immediately upon receipt and inform us of any errors or missing information. The person making the booking (the “Lead Client”) must be 18 years or older and is responsible for ensuring the accuracy of personal details and for passing on any information regarding the booking to all travellers in the group.
1.2. Deposits: Unless otherwise specified for a particular package, a non-refundable deposit (typically 20% of the total package price) is due at the time of booking to secure your arrangements. We will inform you of the required deposit amount before you confirm your booking. In some cases (for example, high-demand accommodations or special events), a higher deposit or full payment may be required upfront. We will notify you if such terms apply at the time of booking.
1.3. Final Payment: The balance of the holiday price must be paid no later than 60 days before the start of your trip (unless a different deadline is specified in your specific proposal or confirmation). If you book within 60 days of the departure/start date, the full package price is payable at the time of booking. Timely payment is essential: if the final balance is not received by the due date, we reserve the right to treat your booking as cancelled by you, in which case the cancellation charges described in Section 3.2 will apply. We will make reasonable efforts to remind you of payment deadlines, but it remains your responsibility to pay on time.
1.4. Prices and Surcharges: We strive to ensure that package prices quoted are accurate and inclusive of all known costs at the time of booking. However, prices may be subject to change before a booking is confirmed. Once your booking is confirmed, we guarantee not to increase the price except in the following circumstances: a significant increase in taxes, fees or charges imposed by third parties (e.g. new tourism taxes), an increase in fuel costs or exchange rates, or other cost increases that directly affect the cost of your trip. We will absorb the first 2% of any such increase and only pass on the amount exceeding 2%. If a price increase results in your package price rising by more than 8%, you have the right to cancel and receive a full refund of all monies paid (except for any fees for travel insurance or amendments you initiated). We will notify you of any necessary surcharge and give you a reasonable period to accept the new price or cancel. Conversely, suppose our costs decrease after you have paid (for example, due to favourable exchange rate changes). In that case, you will be entitled to a price reduction and refund of any decrease above 2% of your package price, after deducting reasonable administrative expenses. No price changes will be made within 20 days of the departure date.1.5. What Our Prices Include: Our packages typically include the travel services expressly stated in your itinerary (such as accommodation, ground transportation, guided tours, and other pre-arranged activities). Unless expressly stated, our prices do not include: international or domestic flights, visas or visa fees, travel insurance, vaccinations, gratuities, meals not specified in the itinerary, personal expenses, or any other items not listed in your itinerary. We do not arrange or provide flights as part of our packages, and flight bookings must be made separately by you (see Section 6.3 for related responsibilities).
2. Booking Changes and Transfers
2.1. Changes by You: If you wish to change your booking (such as changing travel dates, accommodation, or other arrangements) after we have confirmed it, please inform us in writing as soon as possible. We will do our best to accommodate your requests, but we cannot guarantee that every change will be possible. Any alteration is subject to availability and may incur additional costs (for example, higher seasonal rates or supplier amendment fees). You agree to pay any price difference and any reasonable administrative fee for changes. Please note that specific arrangements (e.g. some accommodations or tours) may be non-changeable, and treating a change as a cancellation (with fees per Section 3.2) may be necessary if modifications are not possible.
2.2. Transfer of Booking to Another Person: If you are unable to travel, you may transfer your booking to another person, provided that this person meets all the conditions applicable to the holiday (e.g. suitability and any prerequisites). You must notify us in writing at least 7 days before departure of your intention to transfer, and provide all necessary details of the new traveller so we can seek supplier approval. Both you and the person taking over the booking will be jointly and severally liable for any remaining balance payment and any reasonable transfer fees or additional costs incurred due to the transfer. We will inform you of these costs (for example, name change fees charged by hotels or service providers) and require payment before the transfer being completed. Note that some suppliers (especially within 7 days of travel) may consider a name or date change as a cancellation and impose up to 100% cancellation charges. In such cases, we will advise you, and Section 3.2 (Cancellation by You) may apply.
2.3. If We Need to Make a Minor Change: We reserve the right to make minor changes to your itinerary or travel arrangements when necessary. Minor changes include, for example, a change of accommodation to another of a similar or higher standard, minor routing adjustments, or changes in the timing of activities by less than a few hours. In these cases, we will notify you or your travel agent as soon as reasonably possible, but no compensation is due for minor changes. We will always endeavour to minimise any inconvenience and provide an alternative of comparable value and quality for any component that needs to be changed.
3. Cancellations and Refund Policy
3.1. Cancellation by You (Client-Initiated):
3.1.1. How to Cancel: If you or any member of your party needs to cancel your holiday, the Lead Client must notify us in writing (e.g. by email). Cancellation takes effect on the date we receive your written notification. Because we incur costs from the time of booking and may be unable to resell your package, cancellation charges will apply as set out below (Section 3.1.3). These charges are calculated to compensate us for anticipated losses and are not a penalty. If you have valid travel insurance covering the reason for your cancellation, you may be able to reclaim these charges from your insurer.
3.1.2. Cancellation in Exceptional Circumstances:You have the right to cancel your package before departure without incurring our cancellation charges if “unavoidable and extraordinary circumstances” occur in or near your destination, significantly affecting the package or your travel arrangements. This means that if, for example, a major natural disaster, outbreak of severe disease, or significant security issue (such as war or civil unrest) occurs at your destination, which significantly impacts your trip, you may cancel with a full refund of the money paid for the package. We will follow the guidance of official sources (such as the UK Foreign, Commonwealth & Development Office) in determining if such circumstances apply. Note that refunds for extraordinary circumstance cancellations will not include compensation and will exclude any expenses outside the package that you have incurred (for instance, flights or travel insurance premiums), which should be claimed from your insurers if applicable.
3.1.3. Standard Cancellation Charges: If you cancel for any reason not covered by Section 3.1.2, the following cancellation fees will be payable per person. The closer your cancellation is to the departure date, the higher the charges, reflecting the increasing difficulty of reselling the arrangements:
60 days or more before departure: Loss of deposit only
59 – 43 days before departure:40% of the total package price charged
42 – 29 days before departure:60% of the total package price charged
28 – 7 days before departure:90% of the total package price charged
Less than 7 days before departure:100% of the total package price charged (no refund)
Note: If any higher non-refundable amounts were specified at booking for particular services (for example, a non-refundable hotel or event ticket), those will be added to the standard charges above. In all cases, no refunds will be given for cancellation after the trip has commenced or for any unused services on the trip.
3.1.4. Refund Process: If you cancel, any eligible refund (after deducting the above charges) will be processed as soon as possible, usually within 14 days of your notice of cancellation. Refunds will be made via the original payment method or to the original payer.
3.2. Cancellation and Changes by Us (Provider-Initiated):
3.2.1. Minimum Numbers (if applicable):[This clause applies only if your travel package is dependent on a minimum number of participants.] If we have stated a minimum number of participants for your tour to proceed (this will be indicated in the trip description if applicable), we reserve the right to cancel the tour if the minimum number is not met. We will not cancel for lack of numbers later than the date specified in your trip description (and no later than 8 weeks before departure). In the event of such cancellation, you will receive a full refund of all monies paid, or if you agree, we may offer you an alternative tour of comparable standard (with any price difference refunded if the alternative is lower cost). No further compensation will be payable for cancellations due to minimum numbers not being reached.
3.2.2. Other Cancellations by Us: We reserve the right to cancel your package at any time before departure for any reason. However, we promise never to cancel less than 60 days before the start of your trip, unless compelled to do so by unavoidable and extraordinary circumstances (as defined in Section 7) or by your failure to pay the final balance on time (as outlined in Section 1.3). Suppose we cancel your holiday for any reason other than your breach or force majeure. In that case, you will be entitled to choose one of the following options: (a) a full refund of all monies you have paid to us for the package, or (b) accept an alternative trip of comparable standard offered by us (if the alternative is of lower value, we will refund the price difference; if of higher value, we may ask you to pay the difference). We will inform you of the cancellation as soon as possible and request your decision on the offered options.
3.2.3. Significant Changes to Your Booking: Occasionally, we may be forced to make a “significant change” to your booking or itinerary before departure (for example, a change of your destination, a change to a lower standard of accommodation, a change of start or end city, or a price increase above 8% as described in Section 1.4). In such cases, we will notify you as soon as possible and you will have the choice to: (a) accept the change; (b) accept a substitute package of equivalent or higher quality if we can offer one; (c) accept a lower-quality alternative with a refund of the price difference; or (d) cancel and receive a full refund of all monies paid. We will provide you with a reasonable amount of time to make a decision. If we do not hear from you within the specified time, we may assume you have chosen to accept the change. If you decide to cancel in these circumstances, Sections 3.2.4 and 3.2.5 will apply regarding refunds and compensation.
3.2.4. Refunds for Cancellation by Us: If we cancel your trip (or you cancel because you reject a significant change), you will receive a full refund of all payments made for the package within 14 days of the cancellation date. If you have paid us for a travel insurance policy and are unable to transfer or reuse it, we will refund your insurance premium as well. We will have no further liability for the cancellation, except to process your refund and any applicable compensation as outlined below.
3.2.5. Compensation for Cancellation or Major Change: In addition to refunds as mentioned above, if we cancel your holiday or make a significant change that you do not accept, we will provide you with appropriate compensation, except in cases of force majeure or insufficient minimum numbers. The amount of compensation may depend on how far in advance of departure we notify you of the cancellation or significant change. For example, small token amounts may be payable for last-minute cancellations (e.g. a larger amount if we cancel within 7 days of departure vs. a smaller amount if we cancel two months in advance). Any compensation offered will be detailed at the time and is intended to recognise the inconvenience and disappointment caused. No compensation is payable if the change or cancellation is due to: (a) unavoidable and extraordinary circumstances (force majeure – see Section 7), or (b) your failure to comply with these Terms (such as not paying on time). This compensation does not limit your rights to claim further damages if you are entitled to do so by law. Still, any such claims must consider any refunds or alternative travel arrangements that have been provided.
3.2.6. Changes During the Trip: If, after your trip has commenced, a significant part of your booked services cannot be provided, we will make suitable alternative arrangements at no extra cost to you. Suppose it is impossible to give an alternative, or you reasonably reject the alternative arrangements provided for good reasons. In that case, we will arrange transport back to your point of departure (if your package included transport) and refund any unused services. Any refunds for unused services will be proportionate to their share of the trip cost. In all cases, we aim to ensure that you still receive a holiday of equivalent value and enjoyment, to the extent reasonably possible, despite any disruptions.4. Travel Insurance
4.1. Mandatory Insurance:Adequate and valid travel insurance is a strict requirement for all clients booking with Indigo Adventures. It is a condition of your contract with us that you have obtained comprehensive travel insurance covering all your requirements before your trip begins (and we strongly recommend you purchase coverage as soon as your booking is confirmed). Your insurance must, at a minimum, cover: personal injury and medical expenses (including emergency repatriation and evacuation), pre-existing medical conditions, death, cancellation or curtailment of your trip, lost or delayed baggage and personal belongings, personal liability, and any high-risk activities that you intend to undertake. We may request proof of your insurance policy before travel.
4.2. Failure to Insure: If you choose to travel without adequate insurance, you assume all responsibility for any losses that would have been covered by proper insurance. In such cases, we will not be liable for costs or losses incurred by you that are commonly insurable (for example, evacuation expenses, theft of valuables, or cancellation fees). We highly recommend reviewing your policy’s terms carefully and ensuring it is valid for the whole duration of your journey.
4.3. Supplier Requirements: Some of our suppliers (e.g. certain tour operators or activity providers) may also require proof of travel insurance before allowing participation in an activity. By booking with us, you agree to comply with any reasonable insurance requirements imposed by our partners.
5. Traveller Responsibilities (Passports, Visas, Health, and Conduct)
5.1. Travel Documents: It is your sole responsibility to ensure that you and everyone in your party have a valid passport, the appropriate visas, and any required health or vaccination certificates for all countries included in your itinerary. Your passports should be valid for the minimum duration needed for each destination (often at least 6 months beyond your return date). Visa and Entry Requirements: Please check the current visa requirements and application timelines with the relevant embassies or consulates well in advance of your travel. We will provide general information on passport and visa requirements for your trip upon request. Still, we cannot be held responsible if you or your group members fail to obtain the necessary documents or meet the entry requirements of your destination. Any fines, penalties, or travel disruption arising from insufficient travel documentation or failure to comply with regulations will be your responsibility.
5.2. Health Requirements: You are responsible for meeting all health and immunisation requirements for your trip. Vaccinations or Medical Precautions (for example, a yellow fever certificate, COVID-19 tests or vaccines, malaria prophylaxis) may be recommended or required for specific destinations. Consult your doctor or a travel clinic for advice on health precautions well in advance of your travel. It is your responsibility to ensure you obtain any required vaccinations or medications and to follow any health advisories for the regions you are visiting. We will provide general advice on the known health requirements for your itinerary; however, we are not medical professionals and cannot be held liable for any health issues or denial of entry due to unmet requirements. You must also inform us of any pre-existing medical conditions or disabilities that might affect your travel or the provision of services, so we can advise on suitability or make reasonable accommodations. We reserve the right to decline a booking or require a doctor’s certificate if a traveller’s health or fitness may materially impact their safety or enjoyment, or that of other clients.
5.3. Personal Conduct and Safety: You are expected to behave responsibly and courteously throughout your trip. This includes complying with the laws and customs of the countries visited, following the reasonable instructions of guides, drivers, or tour leaders, and respecting the rights and well-being of other travellers and locals. Suppose you commit an illegal act or your behaviour is deemed to be causing danger, distress, or significant annoyance to others. In that case, we and our suppliers reserve the right to terminate your travel arrangements immediately. In such a case, you may be evicted from your accommodation or removed from a tour or activity, and no refunds will be given for unused services. We will have no further obligation to you. You will also be responsible for any costs or damages (such as cleaning, repair or compensation claims) resulting from your misconduct. We want all customers to have a safe and enjoyable experience. Please be mindful of your safety and conduct at all times. Indigo Adventures and our local partners reserve the right to refuse service to anyone who is intoxicated or behaving erratically in a manner that could endanger themselves or others, without refund, to ensure the safety of all participants.
5.4. No-Show and Unused Services: You are responsible for arriving on time for all scheduled flights, transfers, tours, and other services. We accept no liability if you miss any part of your itinerary due to late arrival or no-show. In such a case, you will not be entitled to any refund for the missed services. However, if you anticipate a delay or problem (for example, a flight delay affecting your arrival to begin the tour), please get in touch with us or our local representative immediately, and we will do our best to assist in rearranging services (additional costs may apply). Once your trip has started, no refunds will be given for any services voluntarily unused (e.g. if you choose to skip a guided tour or leave a hotel early).
6. Changes to Itinerary and Booking Conditions
6.1. Alterations by Indigo Adventures: Although we carefully plan your itinerary, unforeseen or unavoidable circumstances may necessitate changes to it. Itinerary Changes: We reserve the right to modify the itinerary, replace accommodations, or make other changes when reasonably required for your comfort, safety, or general travel feasibility. For example, if a museum is unexpectedly closed, a route is impassable due to weather, or a hotel ceases operations, we will substitute a comparable alternative activity, route, or accommodation. Any change will be made to maintain the overall quality and experience of your package. We will notify you of any material changes as soon as possible and will endeavour to minimise their impact on your trip. As noted in Section 3.2.3, if a change constitutes a “significant change” to a primary characteristic of your package, you will have options as described in that section.
6.2. Changes by Third-Party Suppliers: Many arrangements during your journey (such as hotel check-in/out times, activity schedules, etc.) are managed by our independent suppliers. These suppliers may adjust their services or schedules (for instance, changing the timing of a tour or withdrawing a facility for maintenance). We will work with them to reduce any inconvenience. As the DMC/tour operator, Indigo Adventures accepts responsibility for delivering the itinerary you have booked. We will ensure that any significant changes made by our suppliers are handled in line with your rights under these Terms (see Sections 3.2 and 6.1). However, please note that third-party carriers (such as trains and ferries) operate under their terms and conditions and may have their liability limitations. We are not responsible for losses or expenses arising from transportation delays or cancellations (e.g. missed connections) that are outside our control. In such cases, we will assist you in making alternative arrangements; however, any additional costs will be your responsibility unless otherwise stated.
6.3. Flights and Transport to Your Destination: Our travel packages do not include international or domestic flights to reach the starting point of your itinerary (or to return home). Therefore, you are responsible for arranging your air travel (or other travel arrangements) to join our tour. Any flight issues (delays, cancellations, missed connections, baggage loss, etc.) are solely between you and the airline; we do not accept liability for such events. We strongly advise booking flexible or refundable air tickets and obtaining travel insurance that covers flight disruptions. If a delay in your self-arranged transport causes you to start your Indigo Adventures trip late or miss services, you must bear any costs of catching up with the group or itinerary. We will provide advice in such situations, but no refunds will be issued for missed portions of the tour due to issues with flights or other transportation arrangements that we have not made.
6.4. Flexibility and Unused Services: You acknowledge that travel itineraries may need a degree of flexibility. The day-to-day agenda as described in your package is representative of the types of activities contemplated; however, the order or specifics may change. No refund or compensation will be provided for alterations to the schedule or any unused services if we have provided alternatives of reasonably equivalent value. The photography used in our marketing materials and website is illustrative only; actual travel arrangements (e.g., hotel rooms, sightseeing spots) may differ and are subject to availability.7. Liability and Force Majeure
7.1. Our Liability for Performance: We accept responsibility for ensuring that the travel services included in your package are supplied as described and to a reasonable standard. Suppose any part of your package is not provided as promised, and this spoils your holiday. In that case, we will pay you appropriate compensation unless the failure is: (a) attributable to you or your party (e.g. you provided incorrect information or missed a service); (b) attributable to a third party unconnected with the contracted services, and the failure was unforeseeable or unavoidable; or (c) due to unusual or unavoidable circumstances beyond our control (force majeure, see Section 7.4). In particular, please note we cannot be responsible for any service which is not expressly included in your package contract – for example, any additional excursions or services you arrange locally that are not provided by us. However, nothing in these Terms shall limit or exclude our statutory liability for the acts and omissions of our employees, agents, or suppliers when performing services under the contract, as required by the Package Travel, Package Holidays and Package Tours Regulations 1992.
