Terms & conditions of booking

Please read these conditions carefully before booking with us. They apply when you book online using the form on this website, or if we accept your booking in some other way (for instance, by phone, post or email). They are in addition to the information provided elsewhere on this site.

  • A ‘booking’ refers to any confirmed and paid reservation which you send us using the booking form on this website, or via email or post if you make individual arrangements with us.
  • ‘Tour’ refers to the holiday which you have booked and which we are organising.
  • ‘Hotel’ refers to the supplier(s) of accommodation on the tour.

Prices

All prices listed are per person and are all in British pounds sterling unless otherwise stated.

We reserve the right to change or amend prices at any time before you have booked. Once your booking is made, the price you received is guaranteed, except in the circumstances described below.

You are protected by law from currency fluctuations which affect the price of the tour after you have booked. Briefly, we must absorb all costs up to 2% of the price of the tour. In the unlikely event that dramatic currency fluctuations result in an increase of more than 2% in the costs to us of providing the tour, we have limited scope to increase the price to you, but by no more than 10%, and you have the right to withdraw in that situation. We will of course keep you fully informed if this looks likely.

Payment and confirmation

We require full payment of the price of the tour at the time of booking. Of this payment, £50 is a non-refundable deposit (see our refund policy below).

Your booking is only confirmed once you have received written confirmation from us by email. If you are booking your own travel or accommodation, please do not book these until you have received this confirmation.

If full payment is not received within 5 days of confirming your booking, we reserve the right to cancel your booking.

Cancellations and refund policy

If you cancel a booking, the amount of refund you’re entitled to depends on how much notice you give us of your cancellation (i.e. how many days prior to the departure date you give us written notification of your intention to cancel).

  • Before 8 May 2019: full refund, minus your £50 deposit
  • Before 5 June 2019: refund of 50% of your booking cost (or £50 if greater)
  • 28 days’ notice or less (on or after 5 June 2019): no refund

You may choose to take out personal travel insurance that will reimburse you for some or all of the cost of cancellation.

It is your responsibility to ensure that you present yourself and are able to travel at the times and places about which we inform you. We cannot be held liable for any costs that result from missed flights, transfers or accommodation. If you fail to turn up to any part of the tour, 100% of the cost will still be charged.

In the unlikely event that we have to cancel the tour, we will inform you and refund you in full. The only exceptions to this are forced cancellations or changes that stem from acts of God, fire, floods, terrorism, adverse weather conditions, civil strife or riots, war, strikes, airport closures or other circumstances that are beyond our control resulting in force majeure.

Changes

In the event of circumstances beyond our control, we reserve the right to make minor changes to the tour — for instance, minor travel time changes.

In the unlikely event that we need to significantly change the tour (e.g. change travel times by 6 hours or more), we will of course inform you immediately. We will only make changes to the tour due to circumstances beyond our control and we reserve the right to make these changes.You can either choose to accept the changes, or cancel your booking with a full refund (less any supplier costs of ours). We are not liable for any forced cancellations or changes that stem from adverse weather conditions, acts of God, fire, floods, terrorism, civil strife or riots, war, strikes, airport closures or any other circumstance that is beyond our control resulting in force majeure.

Travel insurance

We don’t provide travel insurance, but we recommend that you consider it. We cannot be held responsible for any liability, losses, or expenses you may incur which are not covered by your insurance.

Personal conduct

If it is believed that you or anyone travelling with you causes offence, distress, danger, damage or annoyance to other guests, staff or property, we may terminate your booking and tour with immediate effect. Thereafter our contract with you will be terminated and the full cost of the tour will be forfeited without any compensation, refund or expenses you may incur.

Travel documents

It is your responsibility to ensure that you (and anyone travelling with you) have all the relevant documents to travel to the tour destination, which may include passports and/or visas. We would recommend that your passport is valid for 6 months after return.

Health conditions

It is also your responsibility to advise us of any medical or heath conditions that may affect your participation in the programme of the tour. Failing to do so may result in aspects of your booking being altered or cancelled.

Problems and complaints

If you have a complaint while on the tour, please bring this to our attention if we are present, or that of the hotelier or other supplier, immediately so you have the best chance of resolving your issue. Failure to do so may hinder any claim you wish you make on return.

If you are still unable to resolve your issue please contact us so that we can be best equipped to help you whilst you are away. If you wish to complain on return, you must do so within 28 days from the day of arrival back home.

Your personal details

After you have booked, we may pass on the details you give us to travel and accommodation providers for the purposes of organising your travel and accommodation. We will not pass on your personal details to any other third party unrelated to the tour.

Address for written correspondence

Toby Wardman
Rue Wiertz 27
1050 Ixelles
Belgium

Privacy policy

This policy explains when and why we collect personal information about you, how we use it, the conditions under which we may disclose it to others, how we keep it safe and secure and your rights and choices in relation to your information.

Any questions regarding this policy and our privacy practices should be sent by email to rosanna@flemishevensong.co.uk or by writing to Toby Wardman, Rue Wiertz 27, 1050 Ixelles, Belgium.

What type of information is collected from you?

We only collect personal information from you when you fill in our booking form. If you make a payment, your card information is not held by us. It is collected by third party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions.

Data protection laws recognise certain categories of personal information as sensitive and therefore requiring greater protection, for example information about your health. Where appropriate, we will make it clear why we are collecting this type of information and what it will be used for.

How and why is your information used?

We may use your information for a number of different purposes, which may include:

  • providing you with the services or information you asked for
  • processing orders that you have submitted
  • carrying out our obligations under any contracts entered into between you and us
  • keeping a record of your relationship with us
  • conducting analysis and market research to better understand how we can improve our services, products or information

How long is your information kept for?

We keep your information for no longer than is necessary for the purposes it was collected for. The length of time we retain your personal information for is determined by operational and legal considerations. For example, we are legally required to hold some types of information to fulfil our statutory and regulatory obligations, such as taxation and accounting.

Who has access to your information?

We do not sell or rent your information to third parties.

We do not share your information with third parties for marketing purposes.

However, we may disclose your information to third parties, for instance hotels and travel companies, in order to achieve the other purposes set out in this policy.

Lawful processing

Data protection law requires us to rely on one or more lawful grounds to process your personal information. We consider the following grounds to be relevant:

  • Specific consent
  • Performance of a contract
  • Legal obligation
  • Vital interests
  • Legitimate interests

Your rights

Under UK data protection law, you have certain rights over the personal information that we hold about you. Here is a summary of the rights that we think apply:

  • Right of access
  • Right to have your inaccurate personal information corrected
  • Right to restrict use
  • Right of erasure
  • Right for your personal information to be portable
  • Right to object

If you want to exercise any of the above rights, please contact us. We may be required to ask for further information and/or evidence of identity. We will endeavour to respond fully to all requests within one month of receipt of your request, however if we are unable to do so we will contact you with reasons for the delay.

Please note that exceptions apply to a number of these rights, and not all rights will be applicable in all circumstances. For more details we recommend you consult the guidance published by the UK’s Information Commissioner’s Office.

Keeping your information safe

When you give us personal information, we take steps to ensure that appropriate technical and organisational controls are in place to protect it.

Any sensitive information (such as credit or debit card details) is encrypted and protected with the following software: 128-bit encryption on SSL.

Non-sensitive details (your email address etc.) are transmitted normally over the internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Use of ‘cookies’

Like many other websites, this website uses cookies. ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. This helps us to deliver a more personalised service when you browse our website.

It is possible to switch off cookies by setting your browser preferences. For more information on how to switch off cookies on your computer, visit our full cookies policy. Turning cookies off may result in a loss of functionality when using our website.

Links to other websites

Our website may contain links to other websites run by other organisations. This policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other websites even if you access those using links from our website.

In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the privacy policy of that third party site.

16 or under

We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian’s permission beforehand whenever you provide us with personal information.

Transferring your information outside Europe

As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Economic Area (EEA). For example, this may happen if any of our servers are from time to time located in a country outside of the EEA. You should be aware that these countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EEA in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this policy.

If you use our services while you are outside the EEA, your information may be transferred outside the EEA in order to provide you with those services.

We undertake regular reviews of who has access to information that we hold to ensure that your info is only accessible by appropriately trained staff, volunteers and contractors.

Changes to this policy

Any changes we may make to this policy in the future will be posted on this website so please check this page occasionally to ensure that you’re happy with any changes. If we make any significant changes we’ll make this clear on this website.

Review of this policy

We keep this policy under regular review. This policy was last updated in October 2018.