Scheduled Tour Terms and Conditions
Once Highland Experience Tours, a trading name of The Ultimate Highland Experience Limited (“the Operator”) confirms your booking a contract is made between the Operator and you upon the terms and conditions set out below. Your statutory rights are not affected. In a booking with more than one passenger the ‘Lead Passenger’ will be deemed to have accepted the terms and conditions on behalf of all passengers within the booking. The Lead Passenger is the passenger who makes the booking on behalf of all passengers in a multi-passenger booking and is named in the ‘Lead Passenger’ field within the booking. Within these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added at a later date).
15% Off Your Second Tour
- When you purchase one of our day tours – you can book a second tour and save 15% on the cost of that second day tour.
Gift Cards
Gift card sales are final and non-refundable. Gift cards can be used to cover tour costs and accommodation costs as part of a tour package booked with the Operator. Gift cards cannot be used to pay for services or attractions operated by third parties.
Cancellation and Refunds
1 Day Tours
All our day tours are non-refundable, unless you purchase Trip Protection.
With our Trip Cancellation Protection, your tour (excluding the Outlander Trail Tour and Glenkinchie Whisky Experience) can be converted into a gift card, rescheduled, or refunded up to 1 hour prior to the tour departure. All funds, minus the 10% protection fee and processing fees, if any, are transferable or refundable.
For the Outlander Trail Tour and Glenkinchie Whisky Experience, with our Trip Cancellation Protection, your tour can be converted into a gift card, rescheduled, or refunded up to 48 hours prior to the tour departure. All funds, minus the 10% protection fee and processing fees, if any, are transferable or refundable.
Multi-day Tours:
- 2-3 day tours – 100% refund with 14 days notice or more
With our Trip Cancellation Protection, your tour can be converted into a gift card, rescheduled, or refunded up to 72 hours prior to the tour departure. All funds, minus the 10% protection fee and processing fees, if any, are transferable or refundable.
- 4-8 day tours – 100% refund with 28 days notice of more
With our Trip Cancellation Protection, your tour (excluding 3-day Hebridean Escape, 4-day Skye & Jacobite Train, 5-day Hebridean Escape, 8-day Hebrides, Skye and the Far North) can be converted into a gift card, rescheduled, or refunded up to 7 days prior to the tour departure. All funds, minus the 10% protection fee and processing fees, if any, are transferable or refundable.
You have the right to transfer your booking or gift card to another person.
Tour Cancellations by the Operator
We reserve the right to cancel tours where necessary. In such cases you will be promptly informed and offered:
- Transfer to a substitute tour; or
- An alternative tour which if a lower value will include an adjustment refund; or
- A total refund of all prepaid monies.
This clause is subject to the Force Majeure provision below.
Force Majeure
The Operator does not accept any liability for any loss, inconvenience or damage caused by war, threat of war, riot or civil strife, terrorist activity, industrial disputes, natural disaster, fires, sickness, weather conditions, airport regulations, government guidance against travel, temporary, technical, mechanical or electrical breakdown of transport or any facilities contained within advertised accommodation, explosion of any nuclear plant or part thereof or radioactivity/contamination arising from such plant or other events beyond the reasonable control of the Operator.
Accommodation
If you have chosen to book your own accommodation for a multi-day tour, we suggest you book rooms with a flexible cancellation policy.
When we book accommodation for you, we are accepting the third-party supplier’s Terms & Conditions on your behalf. The contract for the provision of accommodation shall exist between you and the accommodation provider. You shall be liable for all and any additional costs at the accommodation such as drinks, extras, additional cleaning fee if required, etc.
Dietary, Mobility or Medical Requirements
To provide the best possible experience for all passengers, we ask that you make us aware of any dietary, mobility or medical requirements for your booking at the earliest opportunity.
Child Policy
We do not accept children under the age of 3 on any of our scheduled tours. We do accept children of 3 years old and above on all tours, providing valid proof of age, such as a passport or birth certificate. Please note that the minimum age for access to the Glenkinchie Distillery is 8 years old and valid proof of age will be required.
Dog Policy
We only accept service dogs with prior notice and certification.
Passenger Conduct
We expect all passengers to treat our employees, fellow travellers, our third-party partners or service providers and the general public with respect and dignity. Any form of harassment, discrimination, offensive or disruptive behaviour will not be tolerated. We ask that phones are kept on silent and phone calls are kept to a minimum, for emergencies only. Passengers must comply with all instructions provided by the driver-guide for safety and the smooth operation of the tour. The company reserves the right to remove any passenger who engages in unacceptable behaviour or action. In these circumstances the passenger or their companion(s) will have no right to a refund. We expect all passengers to respect our property and reserve the right to charge a cleaning or damage fee of up to £250.00.
Luggage Policy
We guarantee to carry a maximum weight of: 15kg. and maximum size of: 55cm x 40cm x 20cm per person. This is a similar size to carry on hand luggage for aeroplanes. If required, you and your travel companion can share one larger case between 2. Porterage is not included in the cost of the tour. If you allow our staff to assist with the transfer of your luggage, you do so entirely at your own risk as we do not accept responsibility for your luggage at any time.
Itinerary Changes
We reserve the right to change the tour itinerary at any time due to weather and other events outwith our control.
Additional Extras
Unless stated otherwise, additional attractions and activities are not included in the tour price; however, clients may be eligible for a discount when mentioning Highland Experience Tours.
Smoking and Vaping
Smoking or vaping is not permitted in any of our vehicles or any accommodation. At attractions, please ensure you are in a designated smoking area.
Insurance
All passengers are required to carry their own suitable travel, medical, and cancellation insurance. Trip Protection provided by the Operator is limited to cancellation refunds only.
Visa and Passport Requirements
It is the responsibility of the passenger to adhere to Visa and Passport Requirements. We cannot advise on specific requirements. We advise you check the Government website by clicking here.
Gratuity
Driver/ guide tips or gratuities are not included in the tour price but if deserved, are greatly appreciated.
Minimum Passenger Numbers
Please note that we operate with a minimum number of 5 passengers. In the event that this minimum threshold is not met, we reserve the right to cancel the tour and/or offer an alternative. In the event of cancellation where no alternative tour can be agreed you will be fully refunded.
Seating
Seating on our vehicles is on a first-come, first-serve basis. We do not offer allocated seating.
Split Bookings
If you are traveling as a group, but have booked separately from each other, there is no guarantee you will be placed on the same vehicle on the day of travel. In this instance, we require you to make us aware either by phone or email the name of all passengers traveling together in the group, so we can aim to allocate you all to the same vehicle where possible.
Timekeeping
It is the responsibility of the passenger(s)to ensure that they are at the departure point in good time and that they adhere to the departure times given on the booking confirmation and by its representatives. Vehicles will not be held for passengers who are late. In such cases full cancellation charges will apply and the Operator shall have no further liability to that passenger. During the tour, we ask you adhere to timings provided by our team to ensure smooth running of the tour. If late at a stop whilst on tour we cannot guarantee our driver will wait for you and you will be responsible for onward travel. We ask you get in touch as soon as possible with a member of our team to make us aware of any delays.
Return Times
Return times are given as an approximate and may be affected by road closures, traffic or situations outwith our control. We do not advise booking onward travel close to a tour’s return time. We do not take responsibility for your onward travel if your tour is delayed.
Alterations by the Operator
Whilst the Operator shall use its reasonable endeavours to provide the tour as planned, we reserve the right to alter itineraries in any way, and for whatever reason, or to vary accommodation. In the case of accommodation, alternative accommodation of a similar standard will be obtained.
Third Party Attractions and Tours
You may have the opportunity to enhance your experience by purchasing local tours or attractions through a member of our team. These are operated by trusted local providers. Please note that participation in these tours is subject to the terms and conditions set forth by the respective local providers.
Please be aware that prices listed in brochures and online are accurate at the time of writing but may be subject to change.
Suppliers of Service
Tickets for boats, aircraft, trains or other carriers which are obtained by the Operator on behalf of passengers are subject to the conditions of carriage of the individual carrier. The Operator undertakes to select transport providers, accommodation or any other person providing services which have a good reputation. The company will not accept or have any liability for the acts of omissions whether negligent or otherwise, of transport companies, accommodation or any other person providing services in connection with the arrangements of the group/ individual(s) unless such a person is employed by the Operator or subject to the Operator’s direct control. The Operator is dedicated to providing passengers with a reliable and fault free service. In the unlikely event that a passenger wishes to raise any queries or complaints with the Operator, such query or complaint should be raised in the first instance with the tour guide, who will endeavour to resolve the situation to the passenger’s satisfaction. If any complaint cannot be resolved by the tour guide, passengers must raise their complaints in writing with the Operator within one month from the last day of the tour provided by the Operator.
Data Protection
In order to process your booking and to ensure that your travel arrangements run smoothly, we will need to use the personal information which you provide to us (such as your name, contact details, any special requirements etc). We may also use the information provided to keep in touch with you to obtain feedback and to advise you of the Operator’s products and services (including special offers) from time to time. In addition, we may be required to pass this information on to third parties (such as accommodation providers or other suppliers relevant to your booking). We will not, however, pass your information on to anyone who is not involved in providing (or arranging the provision of) any product or service related to your booking. By accepting these terms and conditions you agree to our sharing of your personal data in this way.
For more information, please refer to our Privacy Policy.