Download for details Booking Terms and Conditions   

1. Basic Terms 

1.1  These Terms and Conditions of Booking, together with the relevant booking confirmation, itinerary, quotation and any other written documents provided by us, form the basis of the contract between you and Robingo Tours Limited in relation to the travel services booked. For bookings made through our website, the relevant product page information shall form part of the contract, but shall be subject to the details as confirmed in the booking confirmation or other final written confirmation issued by us. In these Terms, “we”, “us” and “the Company” mean Robingo Tours Limited (Registered in England and Wales, Company No. 11124368). 

1.2  In these Terms, “you” and “your” mean all persons named in the booking. The lead traveller making the booking is deemed to have authority to accept these Terms and make relevant confirmations on behalf of all persons included in the booking.

1.3  We endeavour to ensure that the information and prices shown on our website, promotional materials (including brochures and leaflets), and in all written materials are accurate. However, changes and errors may occur from time to time. In such cases, we reserve the right to correct prices and other details before confirming your booking. Before submitting a booking request, you are responsible for checking the current price and all details relating to the arrangements you intend to book. All products are subject to availability. These Terms are subject to the Package Travel and Linked Travel Arrangements Regulations 2018 and the Consumer Rights Act 2015. Your statutory rights under these laws remain unaffected.

1.4 Any of the following actions, including making payment, signing relevant documents, ticking a confirmation box, or otherwise confirming the booking, shall constitute your acceptance of these Terms and Conditions of Booking. If you have any questions, please contact us in writing at info@robingo.co.uk.

2. Group Tour Booking 

2.1  You may make a booking via our website, telephone, email, or by visiting our office. Your booking will only be confirmed when we issue a booking confirmation to you. 

2.2  Full payment is required at the time of booking unless otherwise agreed. We will issue the booking confirmation only after receipt of the required payment.

2.3  The itinerary arrangements, pricing details, booking cancellation terms, and participant numbers may vary for each group product. Please carefully review the relevant product pages or written documentation before making a booking and ensure that you fully understand the details.

2.4  All products are subject to availability prior to confirmation. If a product becomes unavailable or cannot be provided before your booking is confirmed, we reserve the right not to accept the booking. Any payment received will be refunded, and we shall have no further liability.

2.5  Participants joining group tours must ensure that their physical condition and mobility are suitable for the itinerary. Some tours may involve walking, frequent boarding and alighting, or other physical activities. We do not provide individual care or assistance. Where a traveller is considered unsuitable to participate due to physical condition or mobility, or where participation may affect their own safety or the normal operation of the tour, we reserve the right to refuse participation in part or all of the itinerary without liability.

2.6  Customers are required to arrive at the designated meeting point at the specified time as stated in the booking confirmation. Failure to do so (including late arrival or no-show), or voluntary withdrawal from part or all of the itinerary after commencement, shall be treated as a voluntary forfeiture of the relevant services, and no refund or rearrangement will be provided.

3. Tailor-made Tour Booking 

3.1  We provide tailor-made travel services based on your requirements, including but not limited to transportation, accommodation, dining, vehicle hire, attraction tickets, tour guides and other related services (collectively referred to as “tailor-made products”).

3.2  The pricing of tailor-made products is based on specified factors such as the number of participants, travel dates, itinerary and service standards. Any changes to these factors may result in a revised quotation, subject to our final written confirmation.

3.3  Modification and cancellation terms shall be governed by the written quotation, booking confirmation and these Terms and Conditions of Booking.

3.4  All tailor-made products must be paid in full by the agreed deadline prior to departure. If payment is not made on time, we reserve the right to cancel the booking. Any costs already incurred or non-refundable elements may be retained. We shall not be liable for any costs or losses arising from services arranged independently by you, including but not limited to flights, visas, accommodation or other third-party services.

3.5  Where a booking involves multiple travellers and only certain individuals communicate with us, such individuals shall be treated as the lead traveller (“Lead Traveller”). We will provide itineraries, quotations and booking terms based on the requirements represented by the Lead Traveller and rely on the Lead Traveller for communication and information delivery. The Lead Traveller is responsible for promptly and fully communicating all information provided by us to all members of the group. We shall not be liable for any loss arising from the failure of the Lead Traveller to do so. Unless any traveller has raised an objection in writing in advance, we are entitled to treat the Lead Traveller as authorised to act on behalf of all members of the booking, including to:

• accept itineraries, quotations and these Terms and Conditions of Booking;

• request or confirm any amendments or cancellations;

• sign or confirm documents relating to the booking.

Such actions shall be binding on all travellers included in the booking.

3.6  Where any itinerary, accommodation or other service elements are specified, requested or confirmed by the customer, we shall arrange such services based on the information provided. In such cases, we shall not be responsible for the suitability, quality, satisfaction or outcome of such arrangements. We shall not be liable for any dissatisfaction, complaints or losses arising from such customer-specified or confirmed elements. The customer is responsible for ensuring that such choices meet their requirements and should carefully review all arrangements before confirmation.

3.7  During the execution of the itinerary, where the customer requests any changes to timing, routing, stop arrangements or other service elements, we will use reasonable efforts to accommodate such requests where feasible. However, such requests are subject to operational constraints, including but not limited to vehicle arrangements, driver working hours, and availability of accommodation or attractions. We do not guarantee that all requests can be fulfilled. Any additional costs arising from such customer-requested changes (including but not limited to overtime charges, additional transport, accommodation or ticket changes) shall be borne by the customer.

3.8  The accommodation, transportation and other service standards included in tailor-made itineraries will be based on the category or level confirmed at the time of booking (such as star rating, vehicle type or equivalent standard). If the originally confirmed accommodation or vehicle cannot be provided due to availability or other reasons, we reserve the right to arrange alternative accommodation of a similar standard. Images, descriptions and information relating to accommodation are for reference only. Actual arrangements may vary depending on room type, location and operational conditions of the property. We do not guarantee specific room types, floors, views or facilities. Vehicle arrangements will be reasonably allocated based on the number of passengers, luggage and operational needs. We do not guarantee specific vehicle models, brands or configurations. We will use reasonable efforts to assist in coordinating with accommodation, transportation and other suppliers, but we shall not be responsible for their individual service performance.

3.9  The customer is responsible for providing accurate and complete information during the booking and confirmation process, including but not limited to the number of participants, luggage requirements, children’s age and height, elderly travellers’ age and mobility, special needs and any other information that may affect the arrangements. Based on the information provided, we will assess the feasibility and safety of the itinerary. Where, for safety reasons or due to operational constraints, a traveller is considered unsuitable to participate in the itinerary, we reserve the right to refuse service or require adjustments to the arrangements. We shall not be liable for any improper arrangements, failure to provide services or additional costs arising from inaccurate, incomplete or late information provided by the customer. Any adjustments or additional costs resulting from such circumstances shall be borne by the customer.

4. Changes Proposed By Us 

4.1  While we will use reasonable efforts to provide the itinerary and services as planned, we reserve the right to make changes where necessary. Most changes are minor, and we will notify you where reasonably practicable.

4.2 In the event of a significant change, we will notify you as soon as reasonably practicable. In such cases, you may choose to:

• accept a suitable alternative arrangement (where available); or

• cancel the affected portion of the booking prior to travel and receive a corresponding refund.

No further compensation shall be payable beyond such adjustment or refund.

4.3  Where any part of the itinerary cannot be provided as planned, we will use reasonable efforts to provide suitable alternative arrangements. Such alternatives may not be identical but will aim to maintain the overall structure and continuity of the itinerary. The customer ’s subjective satisfaction shall not be the sole basis for determining whether the alternative arrangements constitute proper performance.

4.4  Where the customer accepts any alternative arrangement or adjustment offered by us, the matter shall be considered resolved. In such circumstances, the customer shall not be entitled to make any further claims, refunds or compensation in respect of the same issue (unless otherwise required by law). We reserve the right to reject any claims that are unreasonable or disproportionate to the actual loss incurred.

4.5  To the fullest extent permitted by law, where we are found liable for any claim, our total liability shall be limited to the amount paid by the customer for the specific booking giving rise to the claim. We shall not be liable for any indirect, incidental or consequential losses, including but not limited to loss of profit, disruption of travel plans, or costs relating to onward travel or accommodation. Our total liability arising from any single event or a series of related events shall be subject to the above limitation. Nothing in these terms limits or excludes any liability which cannot be limited or excluded by law.

5. Cancellation by Us 

5.1  We reserve the right to cancel a booking or terminate part or all services in the following circumstances:

• failure to make payment within the agreed timeframe; • refusal to accept price adjustments following requested changes;

• provision of inaccurate, incomplete or outdated information affecting the arrangements;

• breach of these Terms or fraudulent conduct;

• behaviour (including but not limited to disruptive, abusive or unsafe conduct) that may affect safety, other travellers or the operation of the tour.

5.2  In the circumstances set out in Clause 5.1, we reserve the right to cancel a booking or terminate part or all services and retain all or part of the payments made as cancellation charges. Such charges will be reasonably determined based on costs already incurred or irrecoverable, third-party supplier terms and the relevant booking conditions. Where such circumstances arise prior to departure, any refund (if applicable) will be calculated reasonably based on actual costs incurred. Where such circumstances arise during the tour, we reserve the right to immediately terminate services without refund or compensation.

5.3  Where we are required to cancel a booking prior to departure due to minimum group size not being reached, operational reasons or other reasonable and unavoidable circumstances, we will notify the customer as soon as reasonably practicable. In such cases, the customer may choose to:

• accept an alternative arrangement (where available); or

• receive a full refund of the amount paid.

No further compensation shall be payable beyond such refund, including but not limited to costs of independently arranged travel or accommodation.

5.4  In all circumstances set out in this Section 5, we shall have no further liability beyond the refunds or arrangements expressly stated above. Nothing in this clause shall exclude or limit any liability which cannot be excluded or limited by law.

6.  Your Requested Changes 

6.1  If you wish to request any changes after the booking has been confirmed (including but not limited to changes to dates, number of participants, itinerary or services), such requests must be made in writing and will only take effect if agreed by us in writing. All changes are subject to availability and may incur additional costs.

6.2  For group tour bookings:

• the confirmed itinerary, routing and product structure cannot be amended;

• no changes to the itinerary content, inclusions or service standards will be accepted.

6.3  For group tour bookings, any request to change the departure date or travel period will be treated as a cancellation of the original booking and a new booking will be required, subject to the applicable cancellation policy.

6.4 For group tour bookings, any change in the number of participants:

• is subject to availability;

• may result in a price adjustment based on the revised group size;

• may incur additional charges such as single supplement where applicable;

• cannot be guaranteed for additional participants.

6.5  For tailor-made bookings, we will assess change requests within reasonable limits. However:

• all changes are subject to third-party supplier terms;

• confirmed services may be non-changeable or non-refundable;

• changes may result in price adjustments or additional costs.

6.6  Any costs arising from customer-requested changes (including but not limited to cancellation charges, rebooking fees, price differences, administrative fees or third-party charges) shall be borne by the customer.

6.7  We reserve the right to refuse any requested changes, in particular where:

• the services have already been confirmed and cannot be amended (including but not limited to accommodation, tickets or transport);

• changes are not possible due to availability or third-party supplier restrictions;

• the requested changes may affect the proper operation of the itinerary or other travellers;

• the requested changes are not operationally feasible or reasonable.

7. Cancellation by You 

7.1  If you wish to cancel your booking after it has been confirmed, you must notify us in writing. The effective date of cancellation will be the time at which we receive your notice during our normal working hours. Where notice is received outside working hours, it will be treated as received at the start of the next working day. Our working hours are Monday to Friday, 9:00 AM to 5:00 PM (excluding UK public holidays). All times are based on UK local time.

7.2  For group tour bookings, cancellation charges will be determined in accordance with the cancellation policy stated on the relevant product page and any written confirmation provided by us. Cancellation terms may vary depending on the product. The completion of a booking and payment shall be deemed as confirmation that the customer has reviewed, understood and agreed to the applicable cancellation policy stated on the relevant product page prior to booking, and agrees to be bound by such terms.

7.3  For tailor-made bookings, cancellation charges will be determined in accordance with the cancellation terms and charges specified in the written quotation, booking confirmation, and any other written documents provided by us.

7.4  If a booking includes multiple travellers and some cancel:

• the price for the remaining travellers may be recalculated based on the revised group size;

• additional charges such as single supplements or other adjustments may apply;

• where the original booking was subject to group pricing, discounts or preferential rates based on the number of participants, such pricing or discounts may no longer apply, and we reserve the right to recalculate the price accordingly;

• cancellation charges will apply to the cancelling travellers in accordance with this Section.  

7.5  Certain services are non-changeable and non-refundable once confirmed, including but not limited to issued attraction tickets, special arrangements, and certain accommodation or transport services. Such costs are non-refundable in all circumstances.

7.6  Failure to join the tour at the specified time and place will be treated as a cancellation, and the applicable cancellation terms and charges will apply.

7.7  No changes or refunds will be made where you are unable to travel due to visa issues, denial of entry, flight delays or cancellations, personal reasons, or any other circumstances attributable to you or third parties, this shall not constitute grounds for any refund or waiver of cancellation charges. You remain subject to the applicable cancellation terms of the booking and shall bear the associated cancellation charges.

7.8  Any refund due under these Terms will be processed within a reasonable timeframe, normally within 14 working days, and will be made to the original payment method.

8. Missed Travel 

Customers are responsible for ensuring that they hold all necessary and valid travel documents (including but not limited to passports, visas and entry permits), arrive at the designated departure point at the specified time, and comply with all participation and boarding requirements (including identification and baggage rules). Where a customer fails to meet the above requirements (including but not limited to late arrival, no-show, invalid documentation or failure to meet boarding conditions), resulting in inability to participate in the tour or refusal of boarding/service, such circumstances shall be treated as a voluntary forfeiture of the relevant services. The Company shall not be liable and no refund or rearrangement will be provided (unless otherwise required by law).  

9.  Refusal Of Travel 

Customers must comply with all itinerary arrangements and reasonable standards of behaviour. The Company reserves the right to refuse participation where a customer's conduct may affect safety, disrupt other travellers, or interfere with staff operations.

The Company reserves the right to refuse participation in part or all of the tour where a customer:

• engages in inappropriate, abusive, disruptive or unsafe behaviour;

• suffers from any infectious disease or health condition that may pose a risk to themselves or others;

• is otherwise reasonably considered likely to affect the safe or proper operation of the tour.

In such circumstances, any refusal of travel or services shall be treated as a voluntary forfeiture of the booking. The Company shall have no liability and no refund or compensation will be provided (except where required by law).

10. Personal Responsibility and Insurance 

Customers are responsible for safeguarding their personal documents, cash, bank cards, valuables and electronic devices. The Company shall not be liable for any loss, damage or theft. Customers are responsible for ensuring they are fit to travel and accept all risks arising from their health condition or personal circumstances. Customers are strongly advised to obtain appropriate travel insurance (including but not limited to medical, cancellation and personal belongings cover) prior to departure. The Company shall not be liable for any loss, cost or risk arising from failure to obtain or adequately maintain such insurance.

11. Third Party Suppliers 

 Certain travel products and services are provided and executed by independent third-party suppliers in accordance with their own terms and conditions. The Company shall not be liable for any acts or omissions (whether negligent or otherwise) of third-party suppliers unless such persons are directly employed or managed by the Company. While we manage supplier relationships through contracts and partnerships, we do not guarantee the accuracy, completeness or correctness of any information provided by such suppliers, and such responsibility rests with the relevant supplier. The Company shall not be responsible for any services not booked through the Company. Nothing in this clause affects your statutory rights.

12. Special Requests 

If you have any special requests, you must notify us at the time of booking. We will use reasonable efforts to assist in communicating or arranging such requests, but all special requests are not part of the contract and do not constitute a contractual obligation of the Company. We do not guarantee that any special requests will be fulfilled, and failure to fulfil such requests shall not constitute a breach of contract or give rise to any liability. Where appropriate, we may pass your special requests to the relevant hotel or service provider, but we shall not be liable for their ability or failure to fulfil such requests. Please note that certain hotels or service providers may charge additional fees for specific requests, which must be paid by you directly on-site.

13. Complaints 

If you experience any issue or wish to make a complaint during the tour, you must raise it with our representative (including customer service, driver or guide) as soon as reasonably practicable, so that we have a reasonable opportunity to investigate and provide a remedy. Failure to report any issue during the tour or to provide the Company with a reasonable opportunity to remedy the situation may result in the rejection of any subsequent complaint or claim. If you wish to pursue a complaint after the tour, you must submit it in writing together with all relevant supporting evidence as soon as reasonably practicable (ideally within 24 hours after the completion of the tour). Failure to do so may affect our ability to investigate the matter and may impact the validity of any claim. Complaints should be sent to: info@robingo.co.uk. .

14. Data Protection 

We We are committed to protecting your personal data and will process your information in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR). In order to perform our contract with you and provide the travel services, we will collect, use and process personal data provided by you, including but not limited to your name, contact details, address and any special requirements. Such processing is necessary for the performance of the contract. Where permitted by law or with your consent, we may use your contact details to communicate with you regarding our products and services, including promotional information. Where necessary for the performance of your booking, we may share your personal data with relevant third-party suppliers (including but not limited to accommodation providers, transport providers or other service partners). Such data will only be shared to the extent necessary. By completing your booking, you acknowledge that you have read and understood this clause and agree to the processing of your personal data in accordance with the above.  

15. Promotion Activities 

15.1  We (or our agents) may from time to time offer promotional activities or discounted pricing. All promotional codes and offers are valid only under specified conditions (including but not limited to travel dates, departure dates, product scope and booking channels) and apply only to eligible bookings. Promotions are non-transferable, non-exchangeable for cash, and may not be used in conjunction with any other offers unless expressly stated. The Company reserves the right to amend, withdraw or terminate any promotion at any time and retains full discretion over the eligibility and interpretation of such promotions.

15.2  All prices are confirmed at the time of booking. Once a booking has been confirmed and payment has been made, the price shall be considered final, and the Company shall have no obligation to adjust prices thereafter. Any price differences arising from promotions, discounts, or different sales channels do not constitute grounds for any refund, price adjustment, cancellation or modification of the booking. Customers shall not be entitled to cancel, amend or rebook based on price changes. All cancellations and modifications remain subject to the terms applicable at the time of booking.

16. Force Majeure 

Unless otherwise expressly stated in these Terms, the Company (and its suppliers) shall not be liable for any failure or delay in the performance of its contractual obligations where such failure or delay results from unavoidable and extraordinary circumstances beyond our control. Such circumstances may include, but are not limited to, war or threat of war, terrorism, civil unrest, government actions, labour disputes, accidents, building collapse, fire, explosion, transport disruption, technical or mechanical failure, adverse weather conditions, natural disasters, or any similar events. In such circumstances, we will take reasonable steps and provide such alternative arrangements as are necessary and appropriate to the extent required by law. Except where required by law, the Company shall not be liable for any additional compensation or costs, and customers shall bear their own losses and expenses arising from such circumstances.

17. Severability 

If any provision of these Terms is found to be invalid, illegal or unenforceable, the remaining provisions shall remain valid and enforceable.

18. Governing Law and Jurisdiction 

These Terms shall be governed by and construed in accordance with the laws of England. To the extent permitted by law, any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England. If you are resident in Scotland, Wales or Northern Ireland, you may also choose to bring proceedings in your local courts.