Terms & Conditions
Story Land & Sea by QueensLander® Tours and its subsidiaries are trading names of Queenslander International LLC, a U.S. business registered in the State of Colorado. The head office is at 12835 E Arapahoe Road, Tower 1-550, Centennial, Colorado 80112 USA.
The following Booking Conditions form the basis of your contract and you should therefore read them carefully. In these conditions, Story Land & Sea by QueensLander means 'QueensLander International LLC, Queenslander International Tours, and/or ItalyStory.com or StoryLandSea.com'.
Reference to SUPPLIERS and SERVICE PROVIDERS means all third parties who provide services to you including airlines unless otherwise specified.
The following Booking conditions apply to all bookings with or through Story Land & Sea by QueensLander. These Booking Conditions supersede any others expressed in any other Story Land & Sea by Queenslander materials.
TOUR PRICING: Prices mentioned on this website, our printed material and advertisements reflect best pricing based on group availability with our suppliers. Prices and availability may change at any moment without notice. Please inquire with QueensLander Tours' Reservations for the latest information and updates. SURCHARGES: A fuel, currency, or other surcharge may occur on your booking. Please inquire with reservations.
GROUP TRAVEL EVENT DEPARTURES: QueensLander will work diligently to ensure all scheduled travel events depart as planned. Assuming a minimum total group size of 6 (or the minimum size communicated to you for your specific Travel Event) passengers the departure date and itinerary will remain the same. However, if the group has fewer than the minimum needed for the travel event, the program will be offered as an independent travel experience. Travelers will know at least 90 days prior to departure, and will then have the opportunity to continue with their travel plans or cancel with refund.
TRAVEL SUPPLIERS' CONTRACTS: QueensLander acts as an agent for any travel arrangements for suppliers of air and land services. The contracts to provide your travel services will be directly between you and the suppliers concerned. Since QueensLander has no control over the suppliers or their employees we cannot accept responsibility in relation to such arrangements and liability rests solely with the supplier(s) concerned. Copies of relevant suppliers conditions, which will apply to your booking, are available upon request. In the event of a supplier canceling or making changes to your booking(s), we will endeavor to assist, but we regret we cannot accept liability nor can we be responsible for any costs or expenses you may incur as a result.
BOOKING: Bookings are accepted by phone, fax or email. Once you have booked particular arrangements, our travel event APPLICATION must be completed and signed by each passenger participant who is 18 or over. An adult must complete and sign a travel event application for accompanied children under 18. QueensLander will confirm your arrangements by sending you a Confirmation Invoice (a letter of receipt delivered digitally via email or hard copy via US Mail) upon receipt of the signed travel event APPLICATION and receipt of the appropriate deposit/full payment, so that your QueensLander travel event is secured. The contract goes into effect when the Confirmation Invoice is issued by, or on behalf of, the relevant supplier or QueensLander. Sometimes Queenslander is unable to confirm certain arrangements immediately (e.g. where accommodation is only available upon request or in certain group cruise or tour scenarios). In this case, a contract for the services will only go into effect once we have specifically confirmed that those services have been booked even if we have issued a Confirmation Invoice in the meantime. In this situation, a contract for all services we can confirm immediately will go into effect when we issue a Confirmation Invoice. Please be sure that you check all details of your Confirmation Invoice and all other documentation (including airline tickets) immediately on receipt. Please inform us immediately if anything appears to be incorrect as it may not be possible to make changes at a later stage. We regret we cannot accept any liability if we are not notified of any inaccuracies in any documentation within seven (7) days of our sending it to you.
CONTRACT OF SERVICES: Your contract becomes legal and binding when a Confirmation Invoice is issued by, or on behalf of, the relevant supplier or QueensLander. ANY PAYMENT TO QUEENSLANDER® CONSTITUTES YOUR ACCEPTANCE OF THE TERMS AND CONDITIONS SET OUT HEREIN, AND IN MORE SPECIFIC PRE-DEPARTURE PASSENGER DOCUMENTATION, INCLUDING THE PERSONAL INFORMATION FORM. © 2014 Queenslander International, llc, QueensLander Tours, QueensLander® Tours, QueensLander® Worldwide Tours, QueensLander® Mark Story® Worldwide Tours are service marks owned by Queenslander International, llc. The service marks and trademarks of airlines appearing in this brochure and on queenslandertours.com are owned by the respective companies mentioned.
PAYMENT: A refundable deposit of $700 per person is required at the time of booking for all tours. In some instances of independent travel, a non-refundable deposit amount may apply to your specific travel event. We strongly recommend that you purchase a Travel Protection Plan and pay all the applicable premiums at the same time, to ensure that you are protected in the event of having to cancel your vacation for reasons covered by the Travel Protection Plan. Unpaid balances for your package are due 90 days prior to departure (or the date communicated to you for your specific travel event). For bookings made within 90 days of departure, full payment is required at time of booking. If payment is not made in full on time, QUEENSLANDER, or the supplier as applicable, reserves the right to treat the booking as cancelled by you and apply the cancellation charges set out below. Should you wish to pay prior to receiving any second invoice you must telephone us to request an up to date balance outstanding. All monies you pay will be held on behalf of the supplier with whom you have contracted. Payment may be made by check, cash, American Express, Discover, Mastercard or Visa. If payment is being made within three weeks of departure, the only acceptable form of check would be a certified bank check.
TRAVEL EVENT COST: The suppliers reserve and QueensLander reserves the right to change the prices of unsold travel arrangements, at anytime, before your booking has been confirmed. The service providers and QueensLander reserve the right to pass on in full at any time prior to booking any increase on travel arrangements that may be introduced by travel suppliers. The suppliers and QueensLander also reserve the right to correct errors at anytime before and after your booking is confirmed. You will be given a current price at time of booking.
AMENDMENTS BY YOU: Should you wish to make any changes to your booking after it has been confirmed, e.g. changes to departure or return dates, destinations, hotel etc, you must advise us in writing by email or hardcopy, and you must confirm our receipt of same. While we will endeavor to assist, we cannot guarantee we will be able to meet such requests. Where we can assist with such requests, and except where otherwise provided, an amendment fee of $50.00 will be payable per person. For certain airfares, changes cannot be made after reservations have been ticketed, due to conditions set by the airlines. Should you wish to make any amendments to those booking you will incur a 100% cancellation charge and any new arrangements will be treated as a re-booking. Please ask QueensLander for details. Alterations within 90 days of departure will be treated as a cancellation of the original booking incurring the cancellation charges set out below. Any new request will be treated as a new booking.
CANCELLATION BY YOU: Should you or any member of your party need to cancel your booking or any part of it once it has been confirmed, you must immediately advise us in WRITING by email or hardcopy, and you must confirm our receipt of same. Cancellation charges are payable as set out below except where otherwise stated. These charges are calculated from the date the written notice of cancellation is received by QueensLander. Travel Protection Plan premiums and amendment charges are non-refundable in the event of your cancellation.
CANCELLATION SCHEDULE: Cancellations are very costly and usually do not occur in time for resale of the cancelled travel event. If cancellation in writing is received by Queenslander more than 90 days prior to travel departure date (or 120 days for certain travel events), the deposit will be returned.
For cancellations received within 90 days of departure date, the following per person cancellation fees apply:
89-71 days prior to travel departure date: 65% of total price;
70-31 days prior to travel departure date: 90% of total price;
30 days to departure day or later: 100% of total price;
Ask us about travel and cancellation insurance.
If QueensLander has arranged your flight(s) (which is a completely separate booking from your land vacation), and if flight changes are requested after the deposit has been received or if flights are canceled after tickets are issued, revision fees or airline cancellation charges will apply. Refunds for air arranged by QueensLander may take up to 90 days. If QueensLander cancels a travel event, we will refund all monies paid to QueensLander; there is no additional liability other than what client has paid for trip cancellation or air arranged outside of QueensLander Tours. Refunds may take up to 90 days depending on travel event. QueensLander cannot assume responsibility for any additional costs or any fees relating to the issuance and/or cancellation of air tickets or other travel arrangements not made through QueensLander.
FORCE MAJEURE: We regret we cannot accept any liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented by reasons or circumstances amounting to 'force majeure.' ‘Force majeure' means any event which QueensLander or the supplier of the service(s) in question could not, even with all due diligence, foresee or avoid. Such events are likely to include war or threat of war, riots, civil strike, terrorist activity, industrial action, disease, natural or nuclear disaster, Acts of God, fire, adverse weather conditions, closure of airports or ports, governmental action and all similar events.
DELAY: We regret we are not in a position to render any assistance in the event of you being delayed at your outward or homeward points of departure. The airline concerned may however be able to provide alternate flights etc. YOU ARE RESPONSIBLE FOR ARRIVING ON TIME TO POINTS OF ORIGINATION DESIGNATED BY QUEENSLANDER OR QUEENSLANDER AGENTS.
SCHEDULE CHANGES: If QUEENSLANDER is notified, prior to your departure, QUEENSLANDER will advise you of any relevant schedule changes to your itinerary. While QUEENSLANDER will endeavor to assist you with any such changes, QUEENSLANDER is not liable for any additional expenses you may incur through a change in itinerary.
TICKET REFUNDS: QueensLander will return unused tickets to the airline concerned for possible refund. Upon receipt of refund authorization QueensLander will forward you a check less any applicable cancellation or administration charges. Refunds usually take 6-8 weeks but isolated cases can take longer. No refund will be give in respect of unused tickets or vouchers unless they can be obtained by the supplier. Where ticket refunds can be obtained, there will an administration charge of between $15-50 depending upon the complexity of the transactions.
TIPPING & GRATUITIES: QueensLander® Tours provides gratuities for your Local City Tour Guides, Tour Drivers, Restaurant and Hotel Staff. Customary gratuities for your Tour Captain are not included and should be extended on a voluntary, individual basis. Room Steward and Wait Staff (while dining on your own) may be tipped at your discretion, as these are not included in tour package.
SPECIAL REQUESTS: If you have any special request, please inform us as soon as possible in writing and preferably at the time of booking. Although we will endeavor to meet any such requests we cannot guarantee to do so. Failure to do so will not be breach of contract on our part. We cannot accept bookings that are conditional on the fulfillment of any special request; and such booking will be treated as a 'normal' booking. Concerning Frequent Flier Programs, please advise us of your membership information at time of booking. We cannot supply copies of tickets for post travel retrospective claims.
PARTICIPANT AGE REQUIREMENTS: An adult must accompany travelers who are less than 18 years old on the travel event. The child may receive a discount on the land tour price. We do not accept children under the age of 8 on any small group travel events; however, if the entire group is comprised of family and friends, children of any age are welcome.
LIMITS ON QUEENSLANDER INTERNATIONAL's RESPONSIBILITY: QueensLander International LLC, its employees, officers, directors, guides, travel event captains, staff and agents, do not own or operate any entity which is intended to or does provide goods or services for your travel event. It purchases transportation (by aircraft, coach, train, vessel or otherwise), hotel and other lodging accommodations, restaurant, ground handling and other services from various independent suppliers. All such persons and entities are independent contractors. As a result QueensLander International LLC is not liable for any negligent or willful act of any such person or entity or of any third person. In addition and without limitation, QueensLander International LLC is not responsible for any injury, loss, death, inconvenience, delay or damage to personal property in connection with the provision of any goods or services whether resulting from but not limited to acts of God or force majeure, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of aircraft or other means of transportation or for failure of any transportation mechanism to arrive or depart on time. There are certain inherent risks in travel of the type involved with QueensLander International LLC. These include, but are not limited to,risks of river cruising, hiking, walking travel events, inaccessibility to medical attention and difficulty in evacuation from remote locations in the case of a medical emergency. travel event participants assume all such risks with regard to these possibilities.
ARBITRATION AGREEMENT: Any controversy or claim arising out of or relating to these Terms and Conditions, to the Limits on QueensLander® Worldwide Tours Responsibility clause, to the brochure, to any information relating in any way to the trip, to the trip itself, or to any products or services related to the trip, shall be settled solely and exclusively by binding arbitration in Denver, Colorado, in accordance with the Commercial Arbitration Rules of the American Arbitration Association, except that (a) in lieu of a personal appearance at arbitration, the arbitration may be conducted by telephonic means, (b) arbitration is the exclusive forum for dispute resolution (no court actions), and (c) except as otherwise provided by statute, each party shall bear its own costs and expenses and an equal share of the arbitrator and administrative fees.
Arbitration against Queenslander must be commenced within one year following the date of travel event completion. Neither Queenslander nor any affiliate shall in any case be liable for other than compensatory damages, and you hereby waive any right to punitive damages.
TRAVELER'S REPRESENTATIONS: The Traveler represents that neither he nor she nor anyone traveling with him or her has any physical or other condition or disability that could create a hazard to himself or herself or other members of the travel event. QueensLander International LLC reserves the right to decline to accept anyone on a trip. QueensLander International LLC reserves the right to remove from the trip, at his or her sole expense, anyone whose condition is such that he or she could create a hazard to himself or others, or otherwise impact the enjoyment of other passengers on the trip. Airlines used are not to be held responsible for any act, omission or event during the time passengers are not on board their planes or conveyances. International air carriers are subject to international air conventions limiting their liability. The limitations of liability are contained on the reverse side of the airline ticket and form part of the terms and conditions of this package. The passage contract in use by these companies, when issued, shall constitute the sole contract between the companies and the purchaser of these travel programs and/or passage.
PARTICIPATION: Queenslander offers small group travel events. When you participate in a group travel event, Queenslander will do its best to ensure that your trip is enjoyable for the entire group. For the enjoyment of everyone on your travel event, Queenslander reserves the right to remove from a travel event any participant whose conduct jeopardizes the vacation experience of the other participants. Queenslander will not refund or cover any cost or expenses incurred for termination of vacation arrangements due to unacceptable behavior. The decision of whether a participant will be expelled from the travel event will be made at the corporate office with input provided by the Tour Captain.
SPECIAL ASSISTANCE: The APPLICATION contains a space for the description of any disabilities or needs that would require special assistance. It is the traveler's responsibility to report those needs to Queenslander at the time the reservation is made. Queenslander will make reasonable attempts to accommodate the special needs of disabled travelers, but is not responsible in the event it is unable to do so, nor is Queenslander responsible for any denial of services by air carriers, hotels restaurants, or other independent suppliers. Queenslander cannot provide individual assistance to a traveler for walking, dining, getting on and off of transportation, or other personal needs. Queenslander requires that a qualified and physically able companion must accompany travelers who need such assistance.
Not all sightseeing stops/sites accommodate wheelchairs and some locations and activities require extensive standing sitting or walking, sometimes on unpaved or uneven streets. Queenslander is not responsible for any missed activities due to a participant's inability to participate with the group.
YOUNG TRAVELERS: Travelers who are under 18 years old on the departure date must be accompanied by an adult of 21 years or older throughout the vacation and are requested to share an adult's accommodation. Children under 9 years of age are only permitted to travel with a Queenslander group when the group is comprised of a single group or party.
SMOKING: Smoking is not allowed on transportation that is provided by Queenslander. Queenslander will confirm non-smoking rooms whenever possible. If you require a smoking room, please advise at time of reservation, but be aware that such may not be available. For those who are sensitive to cigarette smoke, be aware that many people in Europe still smoke and there is a certainty of exposure at least in outdoor spaces.
PRESCRIPTIONS: If you require prescription medication or equipment (e.g. CPAP machine or eyeglasses), please bring an extra prescription with you whenever possible. If your medication is lost or your equipment fails, you need to be able to replace it as quickly and easily as possible. Queenslander Tour Captains are not responsible for helping you obtain a prescription from your doctor, but whenever possible, will assist you in locating a pharmacy.
SAFETY: During your travel event, certain risks and dangers may arise which are beyond the control of Queenslander, including but not limited to: travel by boat, train, automobile, airplane, or other means of transportation; forces of nature; political unrest; acts of lawlessness or terrorism; and accident or illness in areas without means of rapid evacuation or medical facilities. Queenslander will not be liable for the provision of medical care or the adequacy of any care that may be rendered. While Queenslander will use its best efforts to ensure that adequate measures are taken, by agreeing to participate in a travel event, or optional excursion, you agree that you will hold Queenslander harmless regarding any provision of medical care or the adequacy of any care rendered. Queenslander is not responsible for such risks and dangers that may arise beyond our control. Payment of your deposit indicates you accept these risks and dangers and agree to hold Queenslander harmless for same.
GENERAL: No person, other than an authorized representative of Queenslander by a document in writing, is authorized to vary, add, or waive any term or condition on its website, including any term or condition set forth in the preceding provisions.
ANY PAYMENT TO QUEENSLANDER® CONSTITUTES YOUR ACCEPTANCE OF THE TERMS AND CONDITIONS SET OUT HEREIN AND IN MORE SPECIFIC PRE-DEPARTURE PASSENGER DOCUMENTATION, INCLUDING THE PERSONAL INFORMATION FORM. © 2014 Queenslander International, llc, QueensLander Tours, QueensLander® Tours, QueensLander® Worldwide Tours, QueensLander® Mark Story® Worldwide Tours are service marks owned by Queenslander International, llc. The service marks and trademarks of airlines appearing in this brochure and on queenslandertours.com are owned by the respective companies mentioned.