Tours Terms & Conditions

Terms and Conditions of booking with Tivoli Wines Ltd

Please read carefully as they set out our respective rights and obligations. Once you purchase your ticket, by default you accept these terms and conditions.

Our tours are operated by Tivoli Wines Ltd (hereby referred to “us”, “we”, “our”). Tivoli Wines Ltd is incorporated in England and Wales (No. 10412955)

Section 1: Booking with Tivoli Wines Ltd

1.1 Booking Confirmation

Full payment is due at the time of booking. Once full payment is made you will be allocated a place / places on the particular tour and a confirmation email will be sent to you. This is your confirmation of booking. This should be printed and saved for your own reference. Please bring the confirmation of booking with you, either printed or on phone as this will serve as your ticket and will be requested on the day of tour by our Lead Guide. Failure to provide confirmation of booking may result in you being refused entry onto the tour.

1.2 Booking for Multiple Persons

When making a booking for multiple persons, the first named person on the booking request agrees on behalf of all persons detailed on the booking that he/she:

a) has read these booking terms and conditions and agrees to be bound by them;
b) consents to our use of personal data in accordance with our privacy policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements); and
c) is over 18 years of age at the time of booking and where placing an order for services with age restrictions, declares that he/she and all members of the party are of the appropriate age to purchase those services; and
d) accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

A booking is made when a) you tell us that you would like to accept our written or verbal quotation; b) you pay us a deposit (or full payment) for a specified tour; and c) we issue you with a written or emailed booking confirmation

e) Accepts that booking a standard tour will involve sharing a vehicle with other customers. If customers prefer to hire the a vehicle exclusively, please contact Tivoli Wines Ltd and request further information on our bespoke tours, which can be tailored, when possible, to your specifications.

1.3 Bookings made via the www.tivoliwines.co.uk website:

All bookings made via our website will be confirmed by return email from our online booking system. If you do not receive a confirmation email within 48 hours of the tour departure date, please contact us on tours@tivoliwinescheltenham.co.uk and we will organise a confirmatory email to be resent.

1.4. Alternative forms of booking:

Tivoli Wines Ltd are not responsible for any booking made through any other operator, other than Tivoli Wines Ltd. Please contact Tivoli Wines Ltd on tours@tivoliwinescheltenham.co.uk if you have made a booking outside of the www.tivoliwines.co.uk website or the Tivoli Wines shop located at 56 Andover Road, Cheltenham, Gloucestershire, GL50 2TL.

1.5. Credit Card/Debit Payments

Payment processing services for customers of Tivoli Wines Ltd are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Terms of Service (collectively, the “Stripe Services Agreement”).

By agreeing to these terms or continuing to use the site, you agree to be bound by the Stripe Services Agreement, as the same may be modified by Stripe from time to time. As a condition of Tivoli Wines Ltd enabling payment processing services through Stripe, you agree to provide Tivoli Wines Ltd accurate and complete information about yourself, and you authorise Tivoli Wines Ltd to share it and transaction information related to your use of the payment processing services provided by Stripe.

1.6 Payment by Bank Transfer (BACS)

It may be possible to pay by BACS upon request and at our discretion. If we agree to accept payment via bank transfer, we will prepare and communicate an invoice with 7 days of verbal or written confirmation. Our payment terms are set to a maximum of 7 days from the invoice being issued. Your booking confirmation will only be communicated once payment has cleared into the Tivoli Wines Ltd account.

1.7 Communication of Booking Confirmation

We accept no responsibility for incorrect email addresses or the inability to deliver email. If your booking confirmation does not arrive on time or at all, then you must ask us to resend the email confirmation within 24 hours of the tour departure by telephone or through our email address. Unfortunately our booking confirmation may be diverted to your ‘Junk’ or ‘Bulk’ email inboxes by your email service provider. We politely request that customers check these ‘folders’, prior to contacting us if they believe the booking confirmation has not been sent.

1.8. Deposit Payments

We reserve the right to sell any places reserved without full payment or a deposit.

1.9. Accuracy of Booking Dates:

It is the responsibility of the passenger(s) to check the accuracy of dates booked upon receipt of their confirmation and at the time of booking.

Section 2. Minimum Age Requirements:

2.1 Due to the nature of the tour we advise that this is for over 18’s only. We must comply with the ‘Challenge 25’ scheme, so please bring Photo I.D with you if you are below the age of 25 or believe that you look below the age of 25.

Special requirements

3.1 Fitness & Health

We advise that participants should be physically fit enough to be able to get in and out of the minibus unaided and walk on rough terrain in the vineyards for up to 45 minutes. We regret that we do not have wheelchair accessibility on our vehicle.

You must inform us in writing of any medical condition that’s requires attention or medication before your tour commences.

3.2 Dietary Requirements

Any dietary requirements, allergies or medical requirements must be advised to us in writing a minimum of 7 (seven) days in advance of departure. Although we will endeavour to accommodate them, we cannot guarantee this, so would advise customers to discuss special dietary or medical requirements with us prior to booking on a tour.

We take no responsibility where advice has been sought within 7 days of departure.

3.3 Allergies:

We do not accept any responsibility for any food or drink allergies that affect you whilst on the tour.

Section 4. Insurance

4.1 Travel Insurance

There is no travel insurance cover included in the price of the ticket.

4.2 Personal Injury & Loss

We take no responsibility for any injuries or loss to you incurred while on your tour. Although we are happy for customers to store items on the minibus for the duration of the tour, we accept no responsibility for the theft, loss or damage to personal belongings at any time during the duration of your tour. Items left on the minibus are left at your own risk.

Section 5. Cancellation / Refunds

Cancellations without sufficient notice may limit the ability of Tivoli Wines Ltd to run a scheduled tour or may incur charges to be absorbed by Tivoli Wines Ltd from their tour partners. Therefore, Tivoli Wines Ltd operate a strict cancellation policy detailed below, aligned to the cancellation policies of their tour partners.

Cancellation within 48 hours of booking:

If notified of your desire to cancel your booking within 48 hours of your booking notification (within 48 hours of the booking date), we will issue a full refund of 100% of any monies paid. Outside of this 48-hour window, cancellation charges will apply.

5.2 Cancellation outside of initial 48-hour booking window

Outside of the initial 48-hour cancellation period, we will issue a full refund, less a £25.00 cancellation charge, if we receive written notification 6 weeks (or more) before your scheduled tour departure date.

Cancellations made less than 6 weeks prior to scheduled tour departure

We do not provide a refund if notification is received less than 36 days of the scheduled tour departure date.

5.4 Transferring your booking to a Third Party/Resale of tickets

If you are obliged to cancel, you may, with reasonable notice and permission, transfer your booking to a third party who satisfies the conditions required to take the tour. Resale of tickets, without notification to or permission of Tivoli Wines Ltd is not permitted.

We may be able (at our discretion) to offer an alternative tour date if we are able to resell your tour tickets for the original booking date.

Section 6: Missed Tours/Lateness

It is your responsibility to meet the tour at the arranged collection point prior to the advertised departure time. Unfortunately we cannot wait for ‘latecomers’. Should you miss your wine tour departure time from the agreed pick-up location we are unable to offer refunds. Please plan to arrive in plenty of time and contact us on tours@tivoliwinescheltenham.co.uk within 48 hours of departure if you are unsure of the departure time, location or how to get there.

Section 7: Special Offers

Tours already booked cannot be cancelled and rebooked where special offers are made available. This applies to all trade shows and any other special offers that may be available.

Section 8: Amendments/Changes to your Tour

8.1 Amendments/Changes to scheduled tours by Tivoli Wines Ltd

We reserve the right to change our usual itineraries at any time and at our discretion. As professionals we will endeavour to avoid this and if this is necessary, we will substitute alternative arrangements of comparable monetary value.

We reserve the right to alter our itinerary in the event of circumstances outside of our control. This includes outbreaks of contagious diseases and unexpected closure of vineyards etc.

8.2 Cancellation of tours by Tivoli Wines Ltd

We reserve the right to cancel the tour at any time. If for the unlikely reason we have to cancel the tour and therefore Tivoli Wines Ltd are responsible for the cancellation, a full refund will be offered to each passenger, and the passenger will incur no fee.

8.3. Price Adjustments of tours by Tivoli Wines Ltd

We reserve the right to increase or decrease the price of our tours at any time.

Section 9: Customer Conduct

9.1. Customer Actions

You accept responsibility for your actions and for any damage or loss caused by you (the passenger).

9.2. Damage caused by customer

Any damage or loss caused by you on the tour will be paid in full by you, to the owner of the vineyard, distillery or brewery or any other property visited on the tour date. Failure to do so will render you responsible for any future claims including costs that might subsequently be made against you or us.

9.3. Damage to Tivoli Wines Ltd property

Any damage caused to the vehicle, or any other property owned or leased by Tivoli Wines Ltd, internally or externally by you, will be paid for in full by you on the day.

9.4. Disruptive, Drunken and Inappropriate Behaviour

If, in our judgement a participant is deemed to be disruptive, drunk or uncontrollable in any way, we will refuse to allow them to continue the tour and they will have to make their own way back to the drop off point. No refunds of any nature will be made in these circumstances.

9.5. The consumption of Food & Drink whist on the vehicle

No food or alcoholic drinks are to be consumed on the minibus unless permission has been requested to, and permission granted by, the Lead Guide

9.6 Lawbreaking

You must obey the laws of England whilst travelling on our tours. If you do not do so, you may be asked to surrender your ticket, which may be cancelled without any refund. It is our Lead Guide who will decide to cancel your pass or not and their decision will be final.

9.7. Following Instructions:

Your appointed Lead Guide (or the vineyard/distillery/brewery staff) may need to make a decision in the interests of safety. It is a condition of bookings that you comply with the authority and decisions of the appointed representative of Tivoli Wines Ltd (or vineyard/distillery/brewery staff).

If you do not comply with the said representative and are not compatible with the general enjoyment and well-being of members of the tour, we reserve the right to refuse to allow you to continue the tour. In such a case we will not be liable for any refund, compensation or any additional costs incurred by you. We cannot accept liability for the behaviour of others on your tour nor if any facilities are curtailed as a result of their actions.

9.8 Lateness & Delays:

It is your responsibility to meet your tour at arranged points. Because of the nature of the service, Tivoli Wines Ltd will not be liable if any service leaves or arrives later than its specified time, even if as a result you miss a connecting service.

In the case of delays of other connecting services Tivoli Wines Ltd will not be liable and we reserve the right to wait for you or not, provided prior contact has been made to us by all reasonable means.

Tivoli Wines Ltd will endeavour to ensure that departure and arrival times are met.

Section 10. Smoking:

There is a strict No Smoking/vaping policy in the minibus and inside any of the buildings visited on the tours.

Section 11: Dogs:

Dogs may be accepted on personalised and bespoke tours and may incur additional cost to you the customer and at the discretion of Tivoli Wines Ltd.

Section 12: Bespoke/Personalised Tours (Non-Standard Tours)

12.1 Complimentary Pick-up/Drop Off Service

Tivoli Wines Ltd may offer a complimentary pick-up and drop-off service from a pre-arranged local pick-up location and this must remain the same for drop-off location, at no times and under no circumstances (unless exceptional and at our discretion) can this be changed during the course of a tour.

12.2 Changes to Pick-Up/Drop-Off Location

Changes to the pre-arranged pick-up point must be requested at least 7 days prior to departure. Because of the nature of the service, Tivoli Wines Ltd will require to dictate pick-up times from pre-arranged points in order to meet our tour itineraries and start times.

12.3. Lateness

It is the participant’s responsibility to get to the pick up point at the prescribed time for collection by the tour minibus to start the tour. Failure to do so will mean a delay in the starting of the tour and a reduction in the time spent at each venue on the tour. Excessive lateness may result in the tour being cancelled or guests having to make their own way to a venue to reconvene with the tour. No refunds, in part or in full, will be provided as a result of customer lateness.

If in the unlikely event we are delayed due to circumstances outside our control, we will endeavour to contact customers to inform them of the delay and the likely impact this may have of the days timings.

12.4 Timings

All times for the itinerary are approximate and the departure time at each location will be dependent on the participants’ time required at the various locations as well as traffic.

Section 13: Weather Conditions

Under no circumstances can we be held responsible for weather conditions. UK weather can be changeable at the best of times, so please dress appropriately. No ticket can be cancelled or amended by you at any time on the basis of weather conditions. We accept no responsibility for weather conditions that may affect the delivery and implementation of our itinerary.

Section 14: Complaints

In the highly unlikely event that you may wish to make a formal complaint against Tivoli Wines Ltd, please inform the Tivoli Wines Ltd lead guide representative at the time. If the matter cannot be resolved immediately or during your trip after the representative’s best endeavours to do so, your complaint should be made in writing to Tivoli Wines Ltd as soon as is reasonably possible after the tour, but within 30 days thereof so that your complaint can be investigated. Tivoli Wines Ltd will not consider any claims after the 30-day period. You will be assured of respect and courtesy whilst your complaint is being dealt with.

Section 15: Miscellaneous

During the tour we may take photographs and films of you (individually or as part of a group) while you are a passenger or on location at a vineyard/distillery/brewery. These may be used on our website/brochures and/or advertising and publicity material on social media without obtaining any further consent or payment in respect of such photographs and/or films. We will of course ask your permission on the day if you are happy for this to be taken.