Terms & Conditions
STORY Land & Sea® 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 8100 S. Quebec St., B-206, Centennial, Colorado 80112 USA.
The following Booking Conditions form the basis of your contract and you should therefore read them carefully. In these conditions, any reference to STORY Land & Sea (or its subsidiaries) means and/or refers to 'QueensLander International LLC. .
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®. These Booking Conditions supersede any others expressed in any other STORY Land & Sea® materials.
Proposals are valid for 48 hours (based on availability). Prices and availability are subject to change until booked. Some items are non refundable once a trip has been booked — please carefully review your proposal, Terms and Conditions and Tour Agreement. We highly recommend some form of Trip Cancellation & Interruption protection.
BOOKING: Bookings are accepted by phone, website form, fax or email. Once you have booked particular arrangements, you will receive confirmation of your arrangements via your Invoice (reflecting your payment). Upon booking one traveler over the age of 18 must fill out the Tour Agreement for all travelers per invoice. This Tour Agreement is the contract that goes into effect when the paid Invoice is issued by, or on behalf of, the relevant supplier or STORY Land & Sea®. Occasionally STORY Land & Sea® 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 that 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: ANY PAYMENT TO STORY Land & Sea® CONSTITUTES YOUR ACCEPTANCE OF THE TERMS AND CONDITIONS SET OUT HEREIN, AND IN MORE SPECIFIC PRE-DEPARTURE PASSENGER DOCUMENTATION, INCLUDING THE PERSONAL INFORMATION FORM (aka Tour Agreement). STORY Land & Sea® 2003-2020 Queenslander International, llc. The service marks and trademarks of airlines appearing in brochures and on STORY websites, are owned by the respective companies mentioned.
TOUR PRICE GUARANTEE: STORY Tour prices are for land only and do not include international flights. Tour Flight prices cannot be locked in until a passport is received (required within 7 days of booking). If the passport has not been received the flight could be canceled and/or the cost changed per availability.
UPDATE NOTICE FOR CHANGES IN LEGAL AGREEMENT:
PAYMENTS FOR LAND TRIPS PURCHASED ON MARCH 6, 2020 OR THEREAFTER:
PAYMENTS AND BALANCE DUE:
Tours commencing within 180 days of initial booking: Payment is due in full and is non refundable.
Tours commencing greater than 180 days of initial booking: A deposit of $700 per person is required (unless otherwise noted) and is refundable for the first 30 days after first deposit is received. Remaining balance is due 180 days after the initial deposit is received.
Any payment made (less the first $700 per person deposit) is fully refundable up until 180 days after first deposit is received (unless otherwise noted).
Some excursions, on-tour flights, trains and other items may be non-refundable regardless of booking date and will be noted on your invoice.
PAYMENT FOR LAND TRIPS PURCHASED PRIOR TO MARCH 6, 2020:
A deposit of $700 per person is required and the balance is due 90 days prior to the tour commencement. Any payment made is 100% fully refundable up until 90 days prior to tour commencement.
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. Changes to your reservation within 60 days of your departure date will result in a $25 change fee per person per change.
AMENDMENTS BY YOU CONCERNING STORY ARRANGED AIR SERVICES: 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 bookings you will incur a 100% cancellation charge and any new arrangements will be treated as a re-booking.
AIR ARRANGEMENTS: If STORY's air service has arranged your flight(s), make note this is a completely separate booking from your land vacation. 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. There may be no refunds for air arranged by STORY's air service or the refund could take up to 90 days to execute. If STORY cancels a travel event, the above refund policy will be in effect.
TRIP CANCELLATION & INTERRUPTION PROTECTION: Trip Cancellation and Interruption Protection coverage is not provided by Story and is highly recommended to help provide coverage for trip cancellation, trip interruption, emergency medical and emergency evacuation, lost or delayed baggage and more. You may purchase this coverage from the provider of your choice. For your convenience, we offer plans through Travelex Insurance Services. For more information on the available plans or to enroll, go to https://www.travelexinsurance.com/index.aspx?location=06-0235web&go=bp
The product descriptions provided here are only brief summaries and may be changed without notice. The full coverage terms and details, including limitations and exclusions, are contained in the insurance policy. Travelex Insurance Services, Inc CA Agency License #0D10209. All products listed are underwritten by, Berkshire Hathaway Specialty Insurance Company NAIC # 22276. 11.17 83IT
TOURS CANCELLED BY STORY:
STORY may cancel a tour under one of two scenarios (Book with Confidence and Force Majeure):
BOOK WITH CONFIDENCE: Some tours may fall under our Book with Confidence Program which states that if a tour does not have the minimum number of guests required by 120 days prior to the departure STORY may choose to cancel the tour. Guests will be given the option to continue the tour with a STORY Local Host and with transfers, luggage movement, admissions and itinerary the same as per our website. Additional costs may incur. Alternately at the 120 mark or according to the cancellation policy above, guests may choose to cancel their tour and receive a full refund. (Note only tours with the Book with Confidence included can provide the refund at 120 days prior to the tour. All other tours follow the cancellation policy as stated above.
Refunds may take up to 90 days. STORY 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 STORY.
FORCE MAJEURE: The second scenario that STORY may have to cancel a tour is due to Force Majeure. STORY regrets 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 STORY Land & Sea or the supplier of the service(s) in question could not, even with all due diligence, foresee or avoid. STORY assumes no liability for any loss, damage, or entry of any nature in whole or in part resulting from an Act of God or any other force majeure condition, including, without limitation: fire, volcanic eruption, environmental pollution or contamination, inclement weather, earthquake, low or high water levels, flood, water or power shortages or failures, tropical storms, cyclones or hurricanes, civil unrest, riots or civil commissions or disturbances, and any other acts of a similar nature, sabotage, arrests or police action, strikes or labor disruptions, restrictions or restraint of rulers, peoples or governments, governmental or other expropriations, acts of terrorism, war, insurrections, quarantine restrictions, government health advisories, or warnings or alerts of any kind of nature, government seizures, refusal or cancellation or suspension or delay of any government authority or any license, permit or authorization, damages to its facilities or the travel supplier and its facilities, or any other unforeseen circumstances or any other factors unforeseen by STORY Land & Sea that impacts negatively on, or hampers, its ability to fulfill any of its contractual conditions. In the event that any of these conditions apply, STORY Land & Sea® shall be excused, discharged, and released from performance to the extent such performance is so limited or prevented, without liability of any kind.
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. YOU ARE RESPONSIBLE FOR ARRIVING ON TIME TO POINTS OF ORIGINATION DESIGNATED BY STORY Land & Sea® OR STORY Land & Sea® AGENTS.
SCHEDULE CHANGES: If STORY is notified, prior to your departure, STORY Land & Sea® will advise you of any relevant schedule changes to your itinerary. While STORY Land & Sea® will endeavor to assist you with any such changes, STORY Land & Sea® is not liable for any additional expenses you may incur through a change in itinerary.
TIPPING & GRATUITIES: STORY Land & Sea® provides gratuities for your Local City Tour Guides, Tour Drivers, Restaurant and Hotel Staff. Customary gratuities from $18 per person per day 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 the 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.
PARTICIPANT AGE REQUIREMENTS: An adult must accompany travelers under the age of 18 years. No children under the age of 8 are allowed on our regular small group tours, however, we can offer personalized or independent options.
LIMITS ON STORY Land & Sea®'s RESPONSIBILITY: STORY Land & Sea®, 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 STORY Land & Sea® 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, STORY Land & Sea® 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 STORY Land & Sea®. 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 STORY Land & Sea®'s 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 STORY Land & Sea® must be commenced within one year following the date of travel event completion. Neither STORY Land & Sea® 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. STORY Land & Sea® reserves the right to decline to accept anyone on a trip. STORY Land & Sea® 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.
CONDUCT WHILE ON TOUR: You are responsible for respecting the authority and following the directions of the Tour Captain, any guidelines expressed or implied from STORY Land & Sea® tour communications, and the laws of the countries in your Itinerary during a Tour. We may exclude you from participating in all or any part of the Tour if, in our sole discretion, your condition or behavior renders you unfit for the Tour or unfit for continuation once the Tour has begun. Unfitness may include, without limitation, any behavior that, regardless of its cause, is inappropriate or offensive or interferes with the delivery of Tour services or may constitute a hazard or embarrassment. In such a case, our liability shall be strictly limited to refund of the recoverable cost of any unused portion of the Tour. Should you decide for any reason not to participate in certain parts of the Tour or use certain goods included in the Tour, no refunds will be made for those unused parts of the Tour or goods.
PARTICIPATION: STORY Land & Sea® offers small group travel events. When you participate in a group travel event, STORY Land & Sea® will do its best to ensure that your trip is enjoyable for the entire group. For the enjoyment of everyone on your travel event, STORY Land & Sea® reserves the right to remove from a travel event any participant whose conduct jeopardizes the vacation experience of the other participants. STORY Land & Sea® 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 STORY Land & Sea® at the time the reservation is made. STORY Land & Sea® 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 STORY Land & Sea® responsible for any denial of services by air carriers, hotels restaurants, or other independent suppliers. STORY Land & Sea® cannot provide individual assistance to a traveler for walking, dining, getting on and off of transportation, or other personal needs. STORY Land & Sea® requires that a qualified and physically able companion must accompany travelers who need such assistance. STORY Land & Sea® is not responsible for any missed activities due to a participant's inability to participate with the group.