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1) Your Contract with Tourch UK
a) Booking Confirmation: When you book a tour with Tourch UK, your acceptance of the tour and full payment at the time of booking establishes a contract between you and Tourch UK. This contract ensures that we will provide the full tour package as described, including accommodations, transport, and guided tours within Japan.
b) Role as a Tour Operator: Unlike the services that involve flights, Tourch UK directly manages all components of our tours, ensuring high-quality service and direct accountability for the provision of accommodations, transportation, and cultural activities included in your package.
c) No Third-Party Bookings: Tourch UK does not engage with third-party travel agents for the booking of its tours. All bookings must be made directly through Tourch UK’s official channels to ensure accuracy in the provision of tour details and to avoid any miscommunication.
d) Financial Transactions: As Tourch UK does not currently offer a financial protection scheme like ATOL, the full payment made at the time of booking is non-protected under such schemes. However, Tourch UK commits to maintaining high standards of service and support to handle any potential disruptions or issues that may arise during your tour.
2) Payment and Confirmation
a) Payment Requirements: As all tours must be paid in full at the time of booking, ensure your payment is completed to confirm your reservation. The payment secures your spot on the chosen tour and covers all included services as described in the tour package.
b) Confirmation of Booking: Upon receiving your payment, Tourch UK will issue a confirmation letter or email, which signifies the formation of a binding contract and confirms the details of your tour package. This confirmation is your assurance that your place on the tour is secured.
c) Handling of Bookings: Since Tourch UK manages all aspects of the tour packages directly, any additional services or requests will be confirmed at the time of booking. We aim to finalise all components of your package swiftly and will notify you promptly of any issues or necessary changes.
d) Accuracy of Information: It is crucial that you review the confirmation details upon receipt and contact Tourch UK immediately if any information is incorrect or incomplete. This includes personal information, tour dates, and package details.
e) Lack of Financial Protection Scheme: Please be aware that Tourch UK does not currently participate in financial protection schemes like ATOL. Customers are advised to consider this when making bookings, as the full payment is required at the time of booking and is not protected under such schemes.
3) Special Requests
a) Accommodation and Transport Preferences: If you have special requests such as specific seating on transport or room allocations at accommodations, please make these known at the time of booking. While Tourch UK will strive to accommodate such preferences, please note that they are subject to availability and cannot be guaranteed.
b) Dietary and Accessibility Needs: Tourch UK acknowledges the importance of catering to dietary restrictions and accessibility needs. We request that you provide detailed information regarding any such requirements in writing at the time of booking. We will make every effort to meet these needs but cannot guarantee that all requests will be fulfilled due to potential limitations at local destinations.
c) Airline Seating: For tours that do not include flights, if you arrange your flights independently and have specific seat preferences, you should communicate directly with the airline. Tourch UK will provide assistance with airline seating requests only when flights are a part of a special promotional package and are booked through Tourch UK, subject to airline policies and availability.
4) Direct Bookings with Tourch UK
a) Direct Communication: All communications regarding bookings, tour details, and customer service inquiries should be directed to Tourch UK through our official contact channels. This ensures that all information is accurate and that you receive the most reliable and direct responses to your inquiries.
b) Information Handling: Tourch UK is responsible for providing all necessary information about your tour directly to you. We ensure that all details regarding tour itineraries, accommodations, and activities are clearly communicated and understood before your departure.
c) No External Agents: As Tourch UK does not utilise third-party travel agents, customers should be aware that any bookings or information purported to be associated with Tourch UK but made through external agents are not endorsed by or affiliated with us. All bookings and transactions should be confirmed directly through Tourch UK’s official platforms.
5) Insurance
a) Mandatory Insurance Requirement: As part of your contract with Tourch UK, it is mandatory that you secure comprehensive travel insurance at the time of booking your tour. This insurance should cover medical expenses, trip cancellation, lost luggage, and other potential travel disruptions.
b) Insurance Details: Tourch UK strongly advises you to ensure that your travel insurance covers all aspects of your tour, especially since our packages do not include flights, and the financial protection schemes like ATOL do not apply. We recommend reviewing your policy details carefully to ensure it includes adequate coverage for overseas medical costs, repatriation, and potential trip disruption or cancellation.
c) Notification of Insurance Details: Upon booking, you must provide Tourch UK with details of your travel insurance policy. This is to ensure that in the event of any medical or travel emergency during the tour, there is adequate coverage in place to assist you effectively.
d) Assistance in Insurance Procurement: While Tourch UK does not sell insurance directly, we can recommend reputable insurers who provide policies suitable for our tours. Please contact our customer service for recommendations based on your specific travel needs.
e) Non-UK Residents: If you are booking from outside the UK, it is crucial that your insurance policy is valid for travel in Japan and that it covers all elements of the tour. Non-UK residents should obtain insurance that offers equivalent protection, as policies bought in your country of residence.
6) Alteration By You
a) Changes to Bookings: If you wish to make any changes to your booked tour, you must notify Tourch UK in writing as soon as possible. Tourch UK will make every effort to accommodate your requests, but changes are subject to availability and may incur additional costs.
b) Amendment Fees: Any changes made to your booking after confirmation may be subject to an amendment fee, reflecting the costs incurred in adjusting your itinerary. This fee will be communicated to you at the time of the change request.
c) Severe Changes: Significant alterations, such as changing the departure date, switching to a different tour, or altering the tour destination, will be treated as a cancellation and rebooking. In such cases, standard cancellation charges apply, and a new booking must be made.
d) Transfer of Booking: If you are unable to travel and wish to transfer your booking to another person, you may do so with Tourch UK’s consent. This transfer is subject to an administration fee and possible additional costs from suppliers, which must be covered at the time of the transfer request. Documentation proving the reason for the transfer, such as a medical certificate, may be required.
e) Late Changes: For changes requested within 30 days of departure, Tourch UK will do its best to accommodate them but cannot guarantee that all aspects of the tour can be altered. Additional charges for late changes will be clearly outlined at the time of the request.
7) Alterations Made by Tourch UK
a) Pre-Trip Changes: Tourch UK reserves the right to make necessary adjustments to the tour itinerary or services due to unforeseen circumstances or to enhance the tour experience. We will inform you of any significant changes as soon as possible before your departure.
b) Minor Changes: Minor changes, such as adjustments to the day’s schedule or a change in accommodation to a similar standard, may occur and do not entitle you to any refunds or compensation. Tourch UK will strive to keep such changes to a minimum and will ensure that the quality of your tour is maintained.
c) Significant Changes: If a significant change is required, such as a change in the destination city or a major shift in the tour schedule, you will be notified as soon as possible. You will have the option to accept the change, switch to another tour (subject to price adjustment), or receive a full refund.
d) Compensation for Significant Changes: Should a significant change occur that is within our control and not due to external factors like weather or political situations (force majeure), Tourch UK will offer compensation proportionate to the impact on your tour experience.
e) Force Majeure: No compensation will be offered for changes or cancellations caused by force majeure events, including but not limited to natural disasters, war, pandemics, or any other circumstances beyond our reasonable control.
8) Cancellation By You
a) Notification of Cancellation: If you need to cancel your tour for any reason, you must inform Tourch UK in writing as soon as possible. Your cancellation will be effective from the date it is received by Tourch UK.
b) Cancellation Charges: Given that full payment is required at the time of booking and to compensate for the preparation and reservations made:
c) Insurance Claim: We strongly recommend having comprehensive travel insurance that includes cancellation coverage. In the event of cancellation, you may be eligible for reimbursement through your travel insurance provider, depending on the circumstances that led to the cancellation.
d) Exceptions for Extenuating Circumstances: In cases of severe illness, bereavement, or other significant life events, Tourch UK may consider reducing the cancellation charges. Proper documentation, such as medical certificates, will be required to evaluate such requests.
e) Non-refundable Costs: Please note that some costs, like certain pre-paid venues or special access tickets, may not be refundable. Tourch UK will specify any non-refundable costs at the time of booking.
9) Cancellation By Us
a) Company-Initiated Cancellation: Tourch UK strives to avoid cancellations but reserves the right to cancel any tour due to insufficient bookings or other unforeseen circumstances that may make the operation of the tour impossible.
b) Notification: Should it become necessary to cancel a tour, Tourch UK will inform you as soon as possible, and you will be offered the following options:
c) Compensation: If Tourch UK cancels a tour more than 30 days before the scheduled departure date, and the cancellation is not due to force majeure or low bookings, you will receive compensation for any inconvenience caused.
d) Force Majeure: No compensation will be provided for cancellations due to force majeure, which includes but is not limited to natural disasters, pandemics, political unrest, or other severe conditions that are beyond our control.
e) Refund Timing: Refunds for any cancellations made by Tourch UK will be processed promptly, with an aim to complete all refunds within 30 days of the cancellation notice.
10) Prices
a) Price Guarantee: Once you have booked and paid for your tour, the price of your tour is guaranteed and will not be subject to any surcharges or increases. This ensures that the cost of your package remains stable even if external economic factors change.
b) Inclusions and Exclusions: The price of your tour includes all accommodations, local transportation, guided tours, and entry fees as described in your tour itinerary. Not included are international flights, travel insurance, personal expenses such as souvenirs, optional excursions, and meals not specified in the itinerary.
c) Price Adjustments: Prior to booking, prices may be adjusted due to changes in economic conditions, variations in exchange rates, or shifts in local taxes and fees. Tourch UK will inform potential travellers of any such changes as promptly as possible.
d) Promotions and Discounts: From time to time, Tourch UK may offer promotional prices or discounts on certain tours. These offers are applicable only at the time of booking and cannot be applied retrospectively to existing bookings.
e) Currency Fluctuations: Prices are initially set based on current exchange rates and are subject to change if significant fluctuations occur. However, once a booking is confirmed and paid for, no additional charges due to currency fluctuations will be applied.
11) Your Responsibilities
a) Travel Documentation: Ensure that you have all necessary travel documents, including passports and visas, for travel to Japan. Passports must be valid for at least six months beyond the conclusion of your trip. You are responsible for obtaining any necessary visas prior to departure.
b) Health and Safety: It is your responsibility to be aware of and comply with any health requirements for travel to Japan, such as vaccinations or other preventive measures. Consult with healthcare providers well in advance to obtain all recommended or required immunisations.
c) Insurance: As Tourch UK tours do not include personal travel insurance, you must secure comprehensive travel insurance covering medical expenses, trip cancellation, and other potential unforeseen circumstances relevant to your travel.
d) Personal Conduct: Maintain a standard of behaviour that respects the cultures and customs of Japan and does not cause offence or danger to others. Any illegal or inappropriate behaviour may result in removal from the tour without any refund.
e) Environmental Responsibility: Be conscious of the environment and local ecosystems. Dispose of waste properly and respect wildlife and natural landscapes. Tourch UK encourages responsible tourism practices to minimise environmental impact.
f) Communication: Stay informed of any communications from Tourch UK regarding your tour, including itinerary changes or other essential information. Provide a valid email address and phone number where you can be reached during the trip.
12) Our Responsibilities
a) Service Provision: Tourch UK is committed to arranging and providing all components of your tour with reasonable skill and care, adhering to local laws and regulations as well as industry standards. We ensure that all partners and suppliers maintain high standards of service.
b) Accurate Descriptions: Tourch UK strives to ensure that all information provided about tours is accurate and up-to-date. However, should any part of your holiday not be provided as promised, we will be responsible for making appropriate arrangements to rectify the situation or compensate you accordingly.
c) Handling Complaints: Should you encounter any issue during your tour, Tourch UK requires that you report it immediately to the tour guide or direct representative, giving us the opportunity to address the issue promptly. If problems are not resolved to your satisfaction during the tour, you are encouraged to contact our customer service team for further resolution upon your return.
d) Safety and Security: Tourch UK continuously monitors the safety conditions of all destinations and will provide guidance or adjustments to itineraries where necessary to ensure your safety. However, we are not liable for incidents that are beyond our control, such as acts of nature, political unrest, or personal health issues.
e) Limitation of Liability: Our liability for any damage, loss, or injury is limited to the cost of your tour, except in cases involving death, injury, or illness caused by our negligence. This limitation does not affect your statutory rights as a consumer.
13) Transportation
a) Timeliness and Changes: Tourch UK will inform you of all necessary travel times and schedules related to your tour. These schedules are subject to change due to factors outside our control such as weather conditions, traffic, and other unforeseen circumstances. We strive to minimise any disruptions and will inform you of alternative arrangements if the original plans cannot be followed.
b) Carrier Regulations: Your dealings with transport carriers (like buses, trains, and other local transport methods included in the tour) are subject to the terms and conditions of each carrier. While Tourch UK selects only reputable carriers, we are not liable for any failures attributed to them.
c) Check-in Requirements: It is your responsibility to arrive on time for all departures. Tourch UK will provide you with all necessary details about check-in times and locations. Failure to arrive on time may result in missing scheduled departures, for which Tourch UK cannot be held responsible.
d) Travel Delays: In the event of a delay, Tourch UK will provide assistance to ensure your comfort and to arrange alternative transportation if necessary. However, additional costs incurred due to such delays may not be covered by Tourch UK unless otherwise stated in your tour package.
e) Safety Compliance: All transportation arranged by Tourch UK complies with local safety regulations. We prioritise your safety and comfort and continually assess our transportation partners to maintain high standards.
14) Complaints and Problems
a) Reporting Issues: If you experience any issues during your tour, it is imperative that you report them immediately to your tour guide or directly to Tourch UK’s customer service. Prompt reporting allows us the opportunity to address and resolve the issue as quickly as possible.
b) Resolution Process: Tourch UK is committed to ensuring your satisfaction, so we will take reasonable steps to resolve any problems. Our customer service team is trained to handle various situations and will work diligently to find an effective solution.
c) Post-Trip Complaints: If issues are not resolved to your satisfaction during the tour, you are encouraged to submit a formal complaint in writing to Tourch UK within 28 days of your tour’s end date. Please include all relevant details and any supporting evidence to facilitate a prompt and fair resolution.
d) Feedback and Improvements: Tourch UK values your feedback as it helps us improve our services. After resolving the complaint, we may reach out for further feedback to ensure that improvements are made where necessary.
e) Arbitration Option: In the unlikely event that a satisfactory resolution is not reached through our internal processes, you may seek third-party arbitration. Tourch UK adheres to local consumer protection laws that offer arbitration schemes to help resolve disputes impartially.
Founded by Mizuki Murai in 2019, TOURCH embodies her vision of blending travel with entertainment. From a young age, traveling extensively as a model, Mizuki developed a passion for discovery and cultural exchange. Her unique experiences inspired TOURCH’s innovative approach to creating immersive, unforgettable travel experiences in Japan.
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