Customer Agreement

Tenon Tours Customer Agreement

Tenon Tours, LLC (Hereinafter TT) is a Massachusetts Limited Liability Company specializing in providing our guests with crafted tours to destinations in Europe.  Please read the following terms and conditions carefully. These terms and conditions together with our privacy policy and any other documentation we provide you form the basis of your contract with us (hereinafter The Agreement).  By booking a tour with us, you are accepting and consenting to The Agreement. If you do not agree to the Terms and Conditions, you must not make any booking with us. After reading this entire customer agreement, you must indicate your acceptance of the terms and conditions set forth in this agreement by clicking the appropriate box online or sending a signed copy to our office by mail or fax (781.245.0687) for your reservation to be complete.

The terms “we”, “us”, “our”, and “TT” refer to Tenon Tours, LLC. The term “you” “participant” or “customer” refers to the customer booking a reservation through us. Reference to “Suppliers” and “Service Providers” means all third parties who provide services to you including airlines unless otherwise specified.

You affirm that you are at least 21 years of age and possess the legal authority to enter into this agreement in accordance with all Terms and Conditions herein. If you are making travel reservations or bookings for another person you agree to inform that person(s) about the Terms & Conditions that apply to the travel reservations and bookings you have made on their behalf, including all rules and restrictions applicable thereto and these Terms and Conditions. You agree to be financially responsible for all bookings you make. You are responsible for any bookings and travel reservations made by persons under your direction or control. You also affirm that all information supplied by you or on your behalf, or by members of your household is true, current, complete and accurate. Furthermore, you also confirm that the traveler is not an unaccompanied minor.

Tour Operator:

All packages and related components have been arranged by Tenon Tours, LLC (“TT”), a Massachusetts Limited Liability Company with its principal offices located at 17515 Nassau Commons Blvd., Lewes, DE 19958. TT is responsible for making travel arrangements through independent vendors and suppliers and does not own or operate any airline, hotel, establishment, vehicle or other mode of transportation, insurance, tour, or event company or provider that may be included in its package offerings.

 

Reservations and Payments:

Reservations and payments may be made online using the link provided to you or by phone at 1-855-468-3666. Non-refundable per person deposit amount described in proposal/confirmation is required by due date in order to secure reservation. Deposits, periodic and final payments are due in our office by the due date associated therewith. Payment due dates vary according to your Vacation Package and chosen payment plan. Please refer to your invoice for exact payment due dates or contact our office.

Failure to make on-time payments may result in cancellation of reservation, loss of first choice hotel, flight, cruise and/or other transportation, reservation suspension, assessment of a late payment fee or reinstatement fee, and/or removal of all price discounts/adjustments and booking incentives previously applied to your account.

Payments may be made by Visa, MasterCard, American Express or Discover credit/debit card on our secure website or by phone and cardholder must agree to the terms and conditions contained herein. Personal checks will be accepted, although reservation is not considered complete and tickets will not be issued until check has cleared and monies have been received by issuing bank.

Please ensure you check all details of your Invoice and all other documentation (including airline tickets) immediately on receipt. Please inform us immediately if anything appears to be incorrect. We cannot accept any liability if we are not notified of any inaccuracies in any documentation within 7 days of our sending it to you.

 

Credit Cards:

TT accepts Visa, Mastercard, American Express and Discover credit/debit cards. You may make payments by credit card online through the link provided on your confirmation or by calling our office.

 

Changes to Reservation:

Any change made to a reservation once payment has been received must be requested in writing by emailing changes@tenontours.com and may be subject to a change fee. In most circumstances, TT is subject to the rules and fees of third-party vendors and suppliers and therefore change requests are not guaranteed. If the requested change is possible, any fees incurred by the vendor or supplier, as well as an administration fee will be added to the reservation.

 

Cancellation and Refund Policy:

In the event that the traveler wishes to cancel his/her reservation, requests must be made in writing by email to changes@tenontours.com. Return of monies paid to TT will be refundable for individual cancellations per the cancellation table below, less any non-refundable payments/deposits made by TT to secure hotel accommodations, meals, show tickets, admission tickets to attractions, transportation, etc. Also deducted from the net refundable amount will be any adjustments for room rate changes created by the cancellation (i.e., quad to triple; triple to double, etc.). NO REFUNDS, for any reason, will be paid for individual cancellations received 30 days or less from the departure date.

# of days prior to departure

Amount of Refund/Credit

91+ days prior to departure:

Cancellation fee equal to 35% of land package + any non-refundable airfare, optional tours or events, and/or insurance premiums.

61 – 90 days prior to departure:

Cancellation fee equal to 50% of land package + any non-refundable airfare, optional tours or events, and/or insurance premiums.

31 – 60 days prior to departure:

Cancellation fee equal to 75% of land package + any non-refundable airfare, optional tours or events, and/or insurance premiums.

Within 30 days prior to departure:

No refunds or credits.

*Scheduled tours operated by third-party operators may be subject to the cancellation and refund policies of the operator. Please contact us if you have any questions or concerns about your tour.

 

Refunds

Refunds will be processed within 30 days of acceptance of the change/cancellation request, based on approval and in accordance with the change/cancellation policy stated herein. If original payment(s) were made by credit card, any due refund will be credited back to the credit card used for the transaction if the payment was made within 60 days prior to the acceptance/approval of the change or cancellation. If received more than 60 days prior to, or the original payment was made by check, a check will be issued for the refund amount. An additional 14 days may be required for check refunds.

 

Special Circumstances / Custom Bookings

At times, there may be a non-refundable deposit required by a vendor/supplier to guarantee a reservation. If such a non-refundable deposit was paid by TT to any supplier, this amount will be deducted from any refund due.

 

Tour Cancellation by TT:

TT reserves the right to not accept a reservation without having to provide a reason.  Also, TT reserves the right to cancel any tour at any time. In the unlikely event that a cancellation of the scheduled tour becomes necessary, TT will notify the participant at the earliest possible time and will provide an alternative option at no additional charge. If the alternative option is not accepted by the participant, TT will provide a full refund of all monies paid to TT, provided the option is declined in writing within 7 days of receipt of cancellation notification. TT is not responsible for cancellations due to circumstances beyond TT’s control, or force majeure (including or similar to political/civil unrest, war or threat of war, riots, closure of airports, or ports, industrial disputes, terrorist activity, natural and nuclear disasters, fire, epidemic or health risk, Acts of God, sickness, breakdown, customs regulations, strikes, hotel overbookings, or adverse weather conditions).

 

Cancellation or Rescheduling by Tour Guide or Other:

In the event the Tour Leader or other entity associated with the Tour Guide chooses to change the departure date, the standard cancellation charges remain effective for the original departure date. Cancellation of a tour without TT’s consent is subject to standard cancellation charges.

 

Cancellation of Confirmed Airfares

Most airlines require a non-refundable payment in full of published airfare at the time of booking to secure best available schedule and fare. No cash refunds will be issued by TT for air cancellations. Each airline’s cancellation policies, restrictions, and conditions vary, so please check with the air carrier’s directly for information on available credit towards a future air ticket.

 

Unused B&B vouchers:

Unused B&B vouchers will be refunded if in the event they are not used. The unused vouchers have to be returned to Tenon Tours no later than 30 days after the return date of your tour. A full refund will be made less a $15.00 per voucher administration fee.

 

Travel Documents and Destinations:

By offering reservations for travel in particular international destinations, TT does not represent or warrant that travel to such areas is advisable or without risk. It is your responsibility to be aware of travel warnings and advisories as announced by the U.S. State Department.  Should you choose to travel to a country that has been issued a travel warning or advisory, TT will not be liable for damages or losses that result from travel to such destinations.

You and any minors traveling with you must be in possession of a machine-readable passport valid for 6 months after their trip return date along with applicable visas. Some countries require that your passport have two to four blank visa/stamp pages. Some airlines will not allow you to board if this requirement is not met.  For information about passport requirements you can visit the State Department’s website at https://travel.state.gov/content/travel/en/passports.html. It is your sole responsibility to secure and/or pay for any and all visas, reciprocity fees, affidavits, immunizations, etc. that are required to be permitted entry into each destination. In some countries you may be subject to entry (reciprocity) fees and/or departure taxes/ exit fees which will be collected at the airports upon entry/departure by local government authorities.  Please note that entry to any country may be refused even if the required information and travel documents are complete.

When traveling domestically or internationally, the U.S. Transportation Security Administration (TSA) and U.S. Department of Homeland Security (DHS) advise that everyone carry at least two forms of acceptable identification in order to board a flight. Examples: DHS designated enhanced driver’s license, USA Passport, a foreign government passport. The name, date of birth and gender that appears on the identification card must exactly match the same such data that is listed on airline ticket(s) and booking records.   For more information you can visit the TSA website at https://www.tsa.gov/travel/security-screening/identification.

For up-to-date detailed information on travel documents and visas, entry/exit taxes and further information on entry and exit requirements please check with your local consular services. Obtaining and carrying these documents is your sole responsibility. TT bears no responsibility for such information and will not be responsible for advising and/or obtaining required travel documentation for you, or for any delays, damages, and/or losses including missed portions of your vacation related to improper documentation or government decisions about entry.

Health: Recommended inoculations for travel may change and you should consult your doctor for current recommendations before you depart. It is your responsibility to ensure that you meet all health entry requirements, obtain the recommended inoculations, take all recommended medication, and follow all medical advice in relation to your trip. Inoculation requirements can be found on the Center for Disease Control website at https://www.cdc.gov/.

Disinsection: Most countries reserve the right to disinsect aircraft if there is a perceived threat to public health, agriculture, or environment.  While this is not a common practice, we want you to be aware that it is a possibility. This process includes the following: (1) spray the aircraft cabin with an aerosolized insecticide while passengers are on board or (2) treat the aircraft’s interior surfaces with a residual insecticide while passengers are not on board. For more information you can visit the U.S. Department of transportation website at: https://www.transportation.gov/airconsumer/spray.

 

Air Transportation:

Fuel-related fees charged by individual airlines and government departure taxes/fees are passed to the tour participant and are subject to change at any time. Any change in these fees will be adjusted accordingly on your account no later than 10 days prior to departure and, in the event of an increase, must be paid in full regardless of whether account was previously paid in full.

 

Baggage and Seat Assignments:

Travelers are responsible for confirming that their baggage complies with all applicable airline restrictions and regulations and should report any lost luggage to the airline directly.  Seat assignments are at the discretion of the airline.

 

Hotel Accommodations:

All hotel accommodations have been arranged by TT. Hotels may vary by destination, city, and week of travel. TT reserves the right to substitute hotel accommodations of similar quality at any time, given the substituted accommodations are in the same city and destination and with the same arrival/departure schedule. Check-in/check-out times, amenities, and hotel policies vary by hotel. For tours operated by third-party operators, hotel selection is at the discretion of the operator and subject to change according to their stated policy.

 

Occupancy Rates: 

Participants are registered and priced at double occupancy by default unless otherwise noted on their registration form. TT makes all reasonable efforts to accommodate occupancy requests, but cannot be responsible if requests are not available.  If the hotel charges an additional fee for special occupancy requests the guest will be solely responsible for that fee.

 

Transportation:

The type of transportation provided by TT varies by package type, week of travel, group size, and individual preferences. Please check your confirmation/invoice for details. Private transfers are used for escorted/semi-escorted tours when possible, but scheduled service routes may be utilized at times for small groups. In the event that you miss the scheduled departure for any event or transfer, it is your responsibility to arrange transportation to the next arrival/departure point to rejoin the scheduled tour/itinerary. No refunds will be issued for missed transportation. Chauffeured and self-drive packages require specific requests to be determined and agreed upon by you and TT prior to confirming the reservation. It is understood that TT reserves these services through other suppliers and is not responsible for additional standard fees applied by the supplier, or fees that may be charged due to a change in the original reservation or itinerary.

SPECIAL NOTICE: Delays, cancellations and overbooking may occur on air flights, cruises and land reservations by the participating carriers and hotels. While TT will do everything possible to avoid these inconveniences, it cannot and will not assume responsibility for the respective carriers and hotels.

 

Optional Tours and Excursions:

TT has made arrangements with various suppliers in each destination to offer a variety of optional tours and excursions, in which coupons/vouchers/tickets will be given to you upon purchase. It is your sole responsibility to retain all coupons/vouchers/tickets. No refunds will be given for lost, stolen, or unused coupons/vouchers/tickets.

 

Packaged Tour Inclusions:

All packaged/wholesale tour inclusions are listed on your confirmation/invoice and are subject to terms and conditions contained herein. Air and coach transportation providers, hotel accommodations, and events and locations are subject to change. In the event of a hotel change, equal or upgraded accommodations will be provided.  Scheduled tours operated by third-party operators may be subject to the cancellation and refund policies of the operator.

 

Unused Tour Arrangements:

No refunds or credits will be provided to participant by TT for any unused accommodations, flights, services, or other package features unless agreed to in writing by both parties. TT strongly recommends that travelers purchase the available Travel Protection Plan, which, in accordance with its terms, may cover trip interruption due to certain medical or family emergencies.

 

Travel Protection Insurance Plan:

TT strongly recommends the purchase of the available travel protection plan to provide protection to travelers in the event of certain types of trip cancellation, trip interruption, travel delay, emergency medical assistance and transportation, and delayed or lost baggage. Certain countries have a requirement for foreign visitors to have valid medical insurance on entry. TT cannot be held responsible for denied entry if a guest is unable to provide details to authorities of insurance or denial of entry for any reason. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available. See website or brochure for full complete details and terms.  Pre-existing medical conditions are covered if insurance premium is paid within 7 days of trip deposit. Click here for detailed information about travel insurance. Due to the exceptional benefits of this plan, we require each traveler to indicate whether they either accept or decline the available travel protection plan.

 

Non- Responsibility:

By agreeing to and signing this customer agreement (including a digital signature), the participant hereby agrees to accept and be legally bound by all of the terms and conditions contained herein with no exceptions. Tenon Tours, LLC, and its employees, shareholders, agents, and representatives use third party suppliers to arrange tours, transportation, sightseeing, lodging, and all other services related to this tour. TT is an independent contractor and is not an employee, agent, or representative of any of these suppliers. TT does not own, manage, operate, supervise, or control any transportation, vehicle, airplane, hotel or restaurants, or any other entity that supplies services related to your tour. TT is not affiliated with any other tour operator. All suppliers are independent contractors, and are not agents or employees or representatives of TT. All tickets, receipts, coupons, and vouchers are issued subject to the terms and conditions specified by each supplier, and by accepting the coupons, vouchers, and tickets, or utilizing the services, all customers agree that neither TT, nor its employees, agents, or representatives are or may be liable for any loss, injury, or damage to any tour participant or their belongings, or otherwise, in connection with any service supplied or not supplied resulting directly or indirectly from any occurrence beyond the control of TT. TT assumes no responsibility or liability for any delay, change in schedule, loss, injury or damage or loss of any participant that may result from any act or omission on the part of others; and TT shall be relieved of any obligations under these terms and conditions in the event of any strike, labor dispute, act of God, or of government, fire, war, whether declared or not, terrorism, insurrection, riot, theft, pilferage, epidemic, illness, physical injury, quarantine, medical or customs or immigration regulation, delay, or cancellation. TT accepts no responsibility for lost or stolen items. TT reserves the right to refuse any participant or potential participant at its sole discretion. It is understood that, as a tour operator, TT offers all packages as a single, inclusive trip/tour/vacation with confidential rates and fares offered by suppliers and, therefore, cannot provide an itemized invoice by service.

 

Additional Risks:

Additional risks and dangers may arise including, but not limited to, hazards of travel by train, automobile, motor coach, aircraft and other means of conveyance, animal interactions, forces of nature, political unrest, other unrest, risks associated with water, food, plants, insects and differing animal regulation, and acts of national and local governments and unrest and acts of others against governments. These risks are not an exhaustive list but are examples of many kinds of risks. You are voluntarily participating in these activities with the knowledge that there are significant dangers involved, and you hereby agree to accept any and all risks. As lawful consideration for the agreement with TT to participate in such trips and activities you agree you will not make a claim against TT, its related companies or its personnel or sue for bodily injury, emotional trauma, death, property loss or damage or other loss, cost or expense, however caused, as a result of or related to your contracting for, traveling to or from, or in any and every other way participating in the trip. You release TT, its related companies and its personnel from any and all claims, known or unknown, arising from contracting for, traveling to or from, and in any and every way participating in a trip. This release of liability and assumption of risk agreement is entered into on behalf of you and all members of your family and party, also including minors. This agreement also binds your heirs, legal representatives and assigns.

Where the guest occupies a motor coach or other vehicle seat fitted with a safety belt, neither TT nor the Operator nor its agents or co-operating organizations or service providers will be liable for any injury, illness or death or for any loss or damages or claims whatsoever arising from any accident or incident, if the safety belt is not being worn at the time of such an accident or incident. This exclusion and limitation of liability shall not be used to imply that the Operator or its agents or affiliated entities are liable in other circumstances.

 

Tour Guides:

TT and the Tour Manager/Tour Guide accompanying the trip, if applicable, reserve the right to make additions and deletions as believed advisable or necessary for the well-being of the group in their sole discretion.  Tour Guides are not employees of TT.

 

Participants with Disabilities:

Participants with disabilities are welcome and must always be accompanied by a companion capable of providing all required and needed assistance and must not require special assistance from TT or its suppliers. Participants with disabilities must notify TT in writing no later than the Trip Registration Deadline of status and of the identity of their non-discounted, paid travel companion who will be responsible for providing all necessary assistance.  Participants with disabilities should notify TT if ADA accessible accommodations are needed. TT will make all reasonable efforts to accommodate this request, but cannot be responsible if ADA accommodations are not available. Any accommodations provided will be at the sole expense of the guest requiring the accommodation. Please note that accommodations outside of the USA may not be in compliance with the Americans with Disabilities Act and may not have wheelchair accessibility.

 

Special Dietary Requirements:

For safety and liability reasons, TT and its representatives cannot be responsible for directly accommodating any food allergies, or dietary requirements and restrictions, and is not responsible for any issues or problems associated with the same. All scenarios and special dietary requests regarding food and drink, including allergies, or dietary requirements and restrictions, are the sole responsibility of the participant. While most meal establishments can offer general options, TT cannot guarantee that options will be available. Just in case, we recommend packing extra food/snacks if accommodations cannot be met.  Should a group member have special dietary requirements, that group member shall be solely responsible for any additional expense to their meal plan.

 

Conduct Expected

Each participant is expected to act responsibly and adhere to all behavior guidelines established by the Tour Guide and/or Tour Manager, if applicable. Any failure to respond to the guidance of the Tour Guide and/or Tour Manager can result in the immediate return home of the offending participant. Any participant sent home for behavior or disciplinary issues will be sent at their sole expense, and no refund will be available for any portion of the trip.

If you damage the accommodation in which you are staying or any property, you must reimburse the accommodation provider or property owner concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later.  You must indemnify us for the full amount of any claim (also including legal costs) made against us. Criminal proceedings may be instigated. TT is not responsible for any costs incurred concerning a guest removed from a guided vacation/holiday. Guests agree not to hold TT or any of its related entities liable for any actions taken under these terms and conditions.

 

Video/Photographic Likeness:

Any photographic, film, video likeness or audio recordings of participants while on tour may be edited and used by TT in future marketing campaigns and on the TT’s website without any notification or compensation to the participant.

 

Brochure Printing Disclaimer:

TT is not responsible for any typographic or printing error in any brochure, itinerary, confirmation, or related material, whether printed or electronic.

 

Severability:

The invalidity or unenforceability of any part of this Agreement, or the invalidity of its application to a specific situation or circumstance, shall not affect the validity of the remainder of this Agreement, or its application to other situations or circumstances. Any provision of this Agreement held invalid or unenforceable only in part or degree will remain in full force and effect to the extent not held invalid or unenforceable.

 

Jurisdiction and Applicable Law:

These Booking Conditions and any agreement to which they apply are governed in all respects by the laws of the state of Massachusetts without regard to conflicts of law principles.  All guest claims must be submitted in writing and received by TT no later than sixty (60) days after the completion of the TT vacation. Guest claims not submitted and received within this time shall be deemed waived and barred.

 

Acknowledgement:

By clicking “I Agree” when presented it indicates that I have, on the date shown, read and understood this document and I acknowledge that it affects my legal rights and agree to be bound by its terms. By accepting this agreement, it further signifies my intention to relieve and indemnify TT, its owners, officers, directors, employees, agents, contractors, and subcontractors from any liability for personal injury, property damage, or wrongful death which I might suffer during my participation in the scheduled tour package.  I agree that I am signing this on behalf of all passengers traveling on the same reservation and itinerary.

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