TERMS and CONDITIONS
- Company Name ASIARA UK LTD
- Company Number 14489240
- Registered in United Kingdom
- VAT number –
- Trading name ASIARA
- Registered Address 23 Great Colman Street, Ipswich, Suffolk, UK IP4 2AN
- PTS Membership No. 5935
- ATOL Protected, No. 12439
- “We/us” means ASIARA UK Ltd
- “The Event” means any holiday, accommodation, activity or function organised or advertised by us.
- “You” means the person who has signed the booking form and includes all the people on whose behalf you have signed.
- “Supplier” means the company or person that is holding or providing the event or any part of it.
- “Price” means the total cost of the event.
Contact Information
We are here to assist with any inquiries related to your booking or our services. Reach out to us directly via email or telephone, and one of our dedicated representatives will be glad to assist you.
(+44) 01473 356 000
1. Holiday Contract
When you book a holiday with Asiara UK Ltd, you enter into a binding contract with us once we have issued a booking confirmation and received payment, either as a deposit or full payment, based on the specifics of your booking. By making a booking, you agree to our terms and conditions as set out here, which form the basis of our contract. It is essential that you read and understand these conditions, as they cover important information regarding your obligations, our responsibilities, and the nature of the contract itself. If you are booking on behalf of others, you accept these terms on behalf of each member of your group, confirming that each person has read and understood these conditions. Please ensure that all details provided in your booking request are accurate, as errors may incur additional fees if adjustments are required later. This contract is governed by UK law, specifically the jurisdiction of England and Wales, meaning any disputes will be subject to English and Welsh law. If a legal issue arises, both you and Asiara agree to the exclusive jurisdiction of UK courts. It’s worth noting that our contract also includes obligations related to the ATOL scheme (for packages with flights) and Package Travel Regulations, ensuring your protection under UK travel law. Should any dispute arise from the interpretation or performance of this contract, both parties agree to pursue all reasonable options to resolve it amicably before seeking legal recourse. For questions on any aspect of this contract, please contact us prior to confirming your booking.
2. Financial Protection
At Asiara UK Ltd, your financial protection is our priority. We are an ATOL-certified travel provider (ATOL number 12439), which means that if you book a flight-inclusive holiday package with us, your money is protected under the Air Travel Organiser’s Licence (ATOL) scheme, regulated by the UK Civil Aviation Authority (CAA). ATOL protection ensures that, in the unlikely event of our insolvency, you will receive a full refund if you have not yet travelled, or repatriation assistance if you are abroad when the insolvency occurs. For holiday packages that do not include flights, we provide financial protection through our partnership with Protected Trust Services (PTS). All funds paid for non-flight holidays are held securely in a PTS-regulated trust account (PTS member number 5935), with strict oversight to ensure that your money is protected and can only be used for your holiday. This additional level of financial protection gives you peace of mind, knowing that your funds are safeguarded from the moment of payment. For transparency, you can verify our ATOL and PTS certifications through their official websites: ATOL and PTS. Financial security is a core commitment for Asiara, and we adhere to all relevant consumer protection laws in the UK. Should you have any questions about the security of your booking or the financial protection offered, please reach out to our team for more information.
3. Your Holiday Price
The price of your holiday is confirmed at the time of booking and is based on various factors, including exchange rates, transportation and accommodation costs, fuel prices, taxes, and supplier fees. Asiara UK Ltd strives to ensure transparency in all pricing, and the price quoted at booking is generally the final price you will pay. However, under certain circumstances permitted by the Package Travel Regulations, we may need to adjust the cost of your holiday due to unforeseen external changes. If adjustments are necessary, we will notify you promptly. For increases that exceed 8% of your holiday price, you have the right to choose whether to accept the increase, select an alternative holiday if available, or cancel and receive a full refund. Conversely, if there are significant reductions in costs, we will pass on the savings to you, minus a reasonable administrative fee. Please be aware that changes to your holiday after booking, such as adding optional tours or excursions, may incur additional costs. In all cases, we aim to communicate openly about any changes that impact the total cost of your holiday, providing clear explanations and working to minimize inconvenience. If you have any questions regarding specific price components or fees, please do not hesitate to reach out to our customer service team.
4. Payment
Our payment process is straightforward and designed to offer flexibility. When booking your holiday, we require a deposit of 30% of the total holiday cost. This deposit is non-refundable, as it secures your place and allows us to begin planning on your behalf. The remaining balance is due no later than 8 weeks before departure, and we will send a payment reminder closer to the due date. For bookings made within 8 weeks of departure, the full holiday price must be paid at the time of booking. We accept payments via bank transfer, debit card, and credit card. Please note that credit card payments may incur a surcharge of 3%, and for American Express, the surcharge is 3.5%. If full payment is not received by the due date, we reserve the right to cancel your booking, and cancellation charges may apply as outlined in our cancellation policy. Additionally, if you make any late or last-minute changes that increase the cost of your holiday, these charges will be added to your final invoice. Payments made in currencies other than GBP may be subject to exchange rates and processing fees, which will be communicated clearly at the time of payment. If you have any questions about payment methods or schedules, our team is here to help ensure your payment process is as seamless as possible.
5. Cancellations or Changes by You
We understand that plans may change, and you may need to alter or cancel your holiday booking. If you decide to cancel, please notify us in writing as soon as possible. Cancellations will take effect on the date we receive your written notification. Depending on the timing of the cancellation, cancellation fees may apply as follows: cancellations made more than 60 days before departure will forfeit only the deposit; cancellations between 59-30 days before departure will incur a charge of 50% of the total holiday cost; and cancellations made within 29 days of departure will result in a charge of 100% of the holiday cost. In some cases, we may be able to offer partial refunds for specific elements, depending on the supplier’s terms. If you wish to amend your booking, we will do our best to accommodate you, though changes are subject to availability and may incur additional charges. Changes made within 30 days of departure may also be treated as a cancellation and rebooking. In cases of illness or other serious reasons, we may be able to transfer your booking to another individual for a small administrative fee, provided they meet the trip requirements. We recommend comprehensive travel insurance to cover any unexpected cancellations or changes on your end.
6. Cancellations or Changes by Us
While Asiara UK Ltd aims to deliver your holiday as booked, unforeseen circumstances may occasionally require adjustments to your itinerary. Minor changes, such as alterations to tour times or minor accommodations adjustments, are sometimes necessary to maintain quality and safety standards. We will communicate these changes as soon as possible. In the unlikely event of significant changes—such as major alterations to itinerary structure, accommodation, or travel dates—we will contact you promptly and offer options: you may accept the modified arrangements, select an alternative holiday if available, or cancel your booking for a full refund. Please note that refunds or alternative arrangements are offered only in instances of significant alterations, not minor adjustments. If your holiday includes flights or other significant transport changes, any compensation will be guided by the airline or transport provider’s policies, in addition to our own commitment to fairness. For reasons beyond our control, such as natural disasters, political unrest, or pandemics, we may be limited in our ability to offer refunds, and compensation may not be available. In these cases, we work to provide rebooking options and to support your travel insurance claims.
7. Insurance
Travel insurance is mandatory for all bookings with Asiara UK Ltd, ensuring you have adequate protection for unforeseen events such as cancellations, medical emergencies, personal accidents, and loss or damage of personal belongings. We strongly recommend that your policy includes coverage for activities, cancellation fees, and repatriation in the event of serious illness or accident. Your insurance should also cover any changes required due to force majeure events, such as natural disasters, civil unrest, or health pandemics, as Asiara UK Ltd cannot be held liable for costs resulting from these situations. We recommend you secure travel insurance as soon as your booking is confirmed, as this may help protect against changes or cancellations occurring before your departure. If you have pre-existing medical conditions, please confirm that your policy covers them. Asiara UK Ltd cannot offer advice on specific insurance policies but can recommend insurers upon request. Please carry your insurance documents with you on your trip and ensure someone in your party has access to emergency contact details. If you choose to travel without insurance, you assume all risks, including financial costs that may arise from unforeseen events.
8. Complaints
Your satisfaction is our priority. If, during your holiday, you experience issues that impact the quality of your experience, please notify your tour guide, hotel, or our local representative immediately. Addressing concerns as they arise often allows for prompt resolution. If the issue remains unresolved, please contact our customer service team for further assistance. Upon returning home, if you wish to file a formal complaint, you must submit it in writing within 28 days of your return, providing details and relevant documentation to support your claim. We aim to respond to all complaints within 28 days of receipt and to work with you to reach a fair resolution. In cases where the dispute cannot be resolved through direct communication, you may wish to pursue mediation through an independent dispute resolution service, such as CAA, if applicable. Asiara UK Ltd is committed to maintaining high standards, and we appreciate feedback that helps us improve our services for future guests.
9. Special Requests and Disabilities
At Asiara UK Ltd, we strive to accommodate all special requests and ensure accessibility for travellers with disabilities whenever possible. If you or any member of your party has special dietary, medical, or accessibility needs, please inform us at the time of booking so we can work with our suppliers to make suitable arrangements. We ask that you provide detailed information on your specific requirements to help us assess the suitability of your chosen destination and accommodations. While we will do our utmost to meet special requests, please note that some requests may incur additional fees, or may not be feasible due to local standards or limitations. For those with mobility or accessibility needs, please be aware that facilities abroad may not always align with UK accessibility standards, particularly in remote or rural areas. We will work closely with you to identify suitable accommodations and transportation options but cannot guarantee that every destination will meet full accessibility requirements. If we are unable to accommodate a request, we will advise you in advance, allowing you the opportunity to make an informed decision. Additionally, for dietary needs such as gluten-free or allergy-conscious meals, we will communicate with our partners to minimise risks but cannot guarantee an allergy-free environment. Should you need further information on specific accommodations or activities, our customer support team is available to assist you before, during, and after booking.
10. Passport, Visa, and Health Requirements
It is your responsibility to ensure you hold valid passports, visas, and vaccinations required for your holiday destination. Most countries require passports to be valid for at least six months from your return date. Visa regulations vary depending on your destination and nationality, and certain countries may require special permits, vaccinations, or health documentation. Please consult the relevant embassy, consulate, or official travel authority for up-to-date entry requirements. We recommend checking at least three months before departure. Asiara UK Ltd will provide general information but cannot be held responsible for denied entry or any costs arising from failure to meet entry requirements. It is also advisable to consult your GP or travel health clinic regarding recommended vaccines or health precautions for your destination. We recommend carrying an International Certificate of Vaccination if you are traveling to a region that requires proof of immunisation, especially for diseases such as yellow fever or COVID-19. For peace of mind, please double-check entry requirements as they may change without notice.
11. Liability
Asiara UK Ltd takes full responsibility for the proper performance of your holiday under UK law. However, our liability is limited where international conventions apply, such as those concerning air, sea, or rail transport. We are not responsible for any losses or expenses due to events beyond our control, including force majeure events like natural disasters, war, or terrorism. Our liability is also limited to circumstances directly within our control, and we cannot be held responsible for the actions or omissions of independent suppliers, such as airlines or excursion providers, where we do not have direct oversight. In cases of injury, illness, or death resulting from the services provided by third parties, we will help but cannot assume liability. Additionally, Asiara UK Ltd cannot be held responsible for any loss or damage of personal property, and we advise all clients to take standard precautions and secure personal belongings. If you believe you have grounds for a claim against us, please contact our team with supporting documentation, and we will review your case.
12. Safety and Security
Your safety and security are essential to us, and we carefully assess each destination, accommodation, and activity for risks. However, travel inherently involves some degree of risk, and it is essential that you remain aware of local customs, laws, and regulations during your holiday. We encourage you to consult the UK Foreign, Commonwealth & Development Office (FCDO) travel advisories, as these provide valuable information on potential risks. At Asiara UK Ltd, we also take reasonable steps to ensure that all suppliers meet local health and safety standards, but these may differ from UK standards, especially in more remote locations. You are encouraged to exercise caution, avoid areas deemed unsafe by local authorities, and remain vigilant with valuables. When participating in excursions or adventure activities, please follow all safety instructions and wear recommended protective gear. Asiara UK Ltd cannot be held liable for incidents resulting from a lack of vigilance or failure to adhere to local or tour safety guidance.
13. Adventure Travel and Activity Levels
Asiara UK Ltd offers a variety of adventure travel experiences that may involve physically demanding activities, high altitudes, remote locations, or challenging environmental conditions. Each trip includes a designated activity level—such as “moderate,” “active,” or “challenging”—to help you assess whether it’s suitable for your physical capabilities and comfort. It is essential to review these activity levels carefully and consult with our travel advisors if you have any concerns about a particular itinerary’s demands. Adventure activities, including hiking, water sports, wildlife safaris, and cycling, may require a certain level of fitness and may present inherent risks. By booking with us, you acknowledge that you understand and accept these risks. Our guides and local experts are trained to prioritize safety, but conditions in remote areas may vary, and emergency response times could be longer than expected. We recommend consulting your doctor before engaging in strenuous activities, particularly if you have pre-existing health conditions. Please disclose any medical issues at the time of booking, as failure to do so may result in denial of participation in certain activities for safety reasons.
14. Privacy and Data Protection
At Asiara UK Ltd, we are committed to protecting your privacy and handling your personal data responsibly. We collect and process personal information only for booking purposes, customer service, and tailoring our services to meet your needs. This includes your name, contact details, passport information, and payment data, which may be shared with our trusted third-party suppliers (such as airlines, accommodation providers, and local operators) to facilitate your holiday. Our data collection practices comply with the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR). We use appropriate security measures to protect your data from unauthorized access and disclosure, and we store your information only as long as necessary for legal and booking requirements. We may also use your information for marketing purposes, such as special offers and newsletters, if you have given explicit consent. You have the right to access, correct, or request deletion of your personal data at any time. For a detailed overview of our data practices, please review our Privacy Policy or contact us directly with any questions.
15. Photography and Filming
Photography and filming may take place during your holiday for promotional and documentation purposes. By participating in an Asiara UK Ltd holiday, you agree that we may use photographs or videos taken on the trip, which may include you, for marketing, promotional materials, social media, or our website. We respect your privacy, and if you prefer not to be included in any photos or videos, please notify us or your tour leader at the start of the trip. Likewise, if we intend to conduct any formal photography or videography during your holiday, we will seek your consent in advance. Should you wish to share your own holiday photos with us for use in our marketing materials, we appreciate it and will credit you accordingly where possible. We encourage responsible photography, particularly when interacting with local communities, and ask that you respect the cultural and privacy preferences of individuals. In some destinations, photography restrictions apply, particularly at cultural or religious sites; please adhere to local guidelines as directed by your guide.
16. Wildlife Encounters and Environmental Responsibility
At Asiara UK Ltd, we prioritize sustainable and responsible travel, particularly when it comes to wildlife encounters and environmental conservation. Our itineraries are designed to offer unique opportunities to experience nature and wildlife in ways that support local conservation efforts. Whether on safari, snorkeling, or visiting national parks, we ask that you follow our guidelines and any instructions provided by your guides to minimize your impact on local ecosystems. Observing wildlife in their natural habitats requires patience and respect; we discourage any attempts to approach, feed, or disturb animals. We work closely with our local partners to ensure that any wildlife excursions comply with ethical standards and support conservation initiatives. For example, we avoid practices such as animal riding, interaction with captive wildlife, and other activities that may harm animal welfare. Additionally, we encourage guests to reduce waste, limit single-use plastics, and adhere to “leave no trace” principles. By traveling with us, you are contributing to efforts to protect the environments and species we cherish, while leaving a positive impact on local communities.
Please see our Responsible Travel Policy for our ethical code of conduct regarding local economies, environments and helping our customers to uphold our high standards of Sustainable Responsible Tourism in all locations that are covered by Asiara UK Ltd.
17. Tour Guides and Local Experts
Our team of tour guides and local experts is integral to your holiday experience, providing in-depth knowledge, cultural insights, and logistical support. All guides are vetted for expertise, professionalism, and passion for their regions. Depending on the destination, your guide may be with you throughout the trip or only for specific segments, such as local tours or adventure activities. Our guides are well-versed in safety procedures and trained to handle any challenges that may arise. Additionally, they are committed to delivering respectful and immersive experiences that benefit both guests and local communities. If you have any concerns regarding your guide’s performance, please inform us during your trip so we can address the situation immediately. Our guides adhere to ethical tourism principles, promoting cultural sensitivity and sustainable practices. Your engagement with our guides and local experts enhances the value of your journey, providing insights that go beyond typical tourist experiences, and we ask that you show respect for their knowledge and experience throughout your trip.
18. Conditions of Suppliers
Your holiday with Asiara UK Ltd includes services provided by independent suppliers, such as airlines, hotels, and local operators. Each of these suppliers operates under their terms and conditions, which may vary and may be beyond our direct control. By booking with us, you accept that we act as an agent on behalf of these suppliers. Although we carefully select suppliers to ensure quality, reliability, and safety, we cannot assume liability for their operations. Should issues arise regarding services provided by third parties, such as delays, cancellations, or dissatisfaction, we will act as an intermediary to help resolve the matter, but ultimate responsibility remains with the supplier. Each supplier’s terms may also include limitations on liability and cancellation policies. If you require specific details about any third-party provider’s terms, please request this information before booking. We work continuously with our suppliers to improve service standards and enhance the guest experience, and we value your feedback to ensure our partners uphold our commitment to quality.
19. In-Flight Meals, Baggage Allowance, and Charges
Your holiday package may include flights arranged by Asiara UK Ltd. In-flight services, baggage allowances, and any additional fees depend on the specific airline’s policies. We recommend checking with the airline directly before departure to confirm what meals and baggage limits apply to your journey. Some airlines may offer complimentary meals on long-haul flights, while others may provide a selection for purchase. Please notify us of any dietary requirements in advance, and we will liaise with the airline to accommodate where possible, although we cannot guarantee fulfilment of all requests. Baggage allowances may vary based on ticket class and airline policy, and excess or overweight baggage may incur additional fees at the airport. Special baggage requirements, such as for sports equipment, should also be checked with the airline prior to your trip. Asiara UK Ltd will provide flight details once your booking is confirmed, and it is your responsibility to ensure compliance with airline regulations and charges.
20. Delay and Denied Boarding Regulations
Asiara UK Ltd is committed to supporting clients in the event of travel delays or denied boarding. Under UK and EU regulations, passengers are entitled to specific rights if their flight is delayed or cancelled, or if they are denied boarding due to overbooking. These rights may include compensation, refreshments, and accommodation if applicable, as well as rerouting options provided by the airline. If you encounter such issues, please contact the airline’s customer service desk for assistance and retain all relevant documentation. We recommend travel insurance to cover costs associated with delays not covered by the airline, such as missed connections or additional accommodation. Although we do not have control over flight delays or cancellations, we will do our best to support you in rearranging travel plans when feasible. Compensation and rights vary depending on the flight’s origin and destination, and it’s essential to review the specific terms of your ticket for a full understanding of your entitlements.
21. Inappropriate Behaviour
Asiara UK Ltd is committed to fostering a safe, enjoyable, and respectful environment for all clients, guides, staff, and local communities. Any behaviour deemed inappropriate, disruptive, or disrespectful—such as offensive language, discrimination, harassment, or disregard for local customs—will not be tolerated and may result in immediate removal from the tour. In such cases, you will be responsible for any associated costs, including alternative travel arrangements and any impact on fellow guests’ experiences. We ask that all participants respect the guidance of their tour leaders and show courtesy to local people and fellow travellers. Instances of alcohol or drug abuse that impair the safety or comfort of the group will also lead to removal from the tour without refund. By booking with Asiara UK Ltd, you agree to uphold respectful and considerate conduct, contributing to a positive experience for everyone involved.
22. Single Supplement
Our tours are based on twin or double occupancy, and clients booking alone may incur a single supplement to cover the cost of single accommodation. We understand that single supplements can sometimes be an additional expense for solo travellers, and we strive to keep these costs reasonable. In some cases, we may be able to arrange for a room share with another solo traveller of the same gender to avoid the single supplement, subject to availability and at your request. Should you wish to book a private room or specific accommodation style, the single supplement cost will be confirmed at the time of booking. Please note that single supplements vary by destination, accommodation type, and season. For specific single supplement rates and availability, consult with our team or review the details provided in your travel itinerary.
23. Use of Marketing and Images
At Asiara UK Ltd, we use a range of photos, videos, and other visual media across our marketing channels to illustrate the types of experiences we offer and to convey the beauty, diversity, and adventure of our travel destinations. These images are curated to provide inspiration and to showcase typical activities, landscapes, wildlife, accommodations, and cultural experiences that clients might enjoy when travelling with us. However, it is essential to clarify that these visuals are representative and may not always depict exact locations, accommodation, wildlife, or moments you will encounter on every individual tour.
Many of the images and videos used in our marketing materials capture idyllic conditions, ideal seasons, or particular weather patterns that may differ from those encountered during your actual travel dates. For instance, images showing clear skies, lush greenery, or seasonal wildlife are intended to highlight a destination’s best features, though natural variations mean conditions will fluctuate. Additionally, some photos may showcase high-profile landmarks or unique experiences that may not be included in every itinerary.
It is also worth noting that some of our promotional media are sourced from professional photographers, stock libraries, or guest contributions, capturing the general ambiance rather than your specific experience. By booking with Asiara UK Ltd, you acknowledge that our marketing visuals are for inspirational purposes only, aimed at conveying the character of our destinations, and do not guarantee the replication of specific sites, settings, or encounters depicted.
We make every effort to provide accurate descriptions and realistic depictions of each tour’s inclusions. However, seasonal variations, local conditions, safety considerations, and itinerary adjustments may necessitate modifications, resulting in differences from what is portrayed in our promotional materials. We may also use your own feedback, comments, or reviews, including photographs you share with us, for promotional purposes to provide future clients with genuine insights into our tours.
If you prefer not to have any of your personal images, reviews, or testimonials featured in our marketing content, please inform us directly in writing, and we will ensure your preferences are respected. By engaging with Asiara UK Ltd and sharing your travel experiences, you consent to the possibility of your imagery or feedback being utilized to inspire and inform future travellers, in accordance with our commitment to protecting and celebrating authentic travel experiences.
24. Changes to These Terms and Conditions
Asiara UK Ltd reserves the right to amend these booking conditions periodically to reflect changes in our practices, updates to legal requirements, or improvements in our services. Any modifications to these terms will be posted on our website, and the revised conditions will apply to all new bookings. For ongoing bookings, we will inform affected clients directly of any substantial changes that may impact their travel experience. We encourage you to review our terms regularly to stay informed of any updates that may be relevant to your holiday plans. By booking with us, you acknowledge that you have read, understood, and agreed to the current booking conditions, including any changes implemented prior to your departure. Should you have any questions regarding our terms or wish to clarify any points, please contact us directly, and we will be happy to assist.
These terms and conditions govern the contract between you and us to the exclusion of all other terms and conditions save for those implied by law, and no variation to these terms and conditions shall be valid unless in writing and signed by you and the company director.
