Violets and Tea the English Garden Tour specialists visits Petersham House

Terms & Conditions

Last updated: February 2020

Booking contract

A binding contract between you and Violets & Tea will exist as soon as any payment has been made through Sage Pay. Once you have received your confirmation notice, it is your responsibility to check that the information and booking details as stated on the invoice, are correct and match your identification documentation as required.

Transfer of booking contract 

Customers may transfer the contract, and hence the tour, to another suitable person not less than 7 days before the start of the tour. It is the customer's responsibility to ensure that all relevant information pertaining to the new customer is provided to Violets & Tea at least 7 days before the start of the tour. Violets & Tea reserves the right to charge an administration fee and transfer costs which the existing customer and new customer are jointly responsible for.

Cancellation policy

Cancellation by the client: Cancellation charges payable to Violets & Tea are calculated by the time in weeks prior to the departure date as follows:

  • More than 10 weeks before departure - 20% cancellation penalty (deposit)
  • Between 10 and 5 weeks before departure - 50% cancellation penalty
  • Fewer than 5 weeks before departure - 100% cancellation penalty

The percentage cancellation rate is calculated on the basis of the total invoice cost excluding any amendment/cancellation charges which have already been incurred.

Violets & Tea should be made aware of all cancellations as soon as possible in written format. We highly recommend that you purchase a trip protection policy.

Cancellation by the company: Violets & Tea reserve the right to cancel your tour before the date of tour departure, as deemed necessary. Up to 28 days before the date of departure, you will have the choice of taking an alternative tour operated by Violets & Tea and paying or receiving a refund/credit in respect of price difference, or accepting a full refund of all moneys paid. In the event of cancellation within 27 days of departure, Violets & Tea retain the right to make a partial refund of the booking fee at their own discretion.

A minimum of 10 passengers are required for a tour to run. If the minimum number of bookings has not been received, Violets & Tea reserve the right to cancel the tour and refund all moneys paid. We highly recommend taking out a relevant insurance policy.

Changes to the prescribed tour itinerary

We aim to ensure the information on our website and in our promotional material is accurate and up to date. Regrettably, however, changes and errors do occur particularly as we compile our promotional material some time in advance and the itinerary details are subject to availability. If we make adjustments to the itinerary, Violets & Tea will endeavour to make a like-for-like replacement or will make adjustments in keeping with our company philosophy and the ethos of the tour. We will keep you informed of any material changes that are made to the proposed itinerary whenever possible.

Accommodation

We carefully select small, reputable 4-5* hotels to provide a personal, comfortable experience for our guests with high levels of service. Many of these are old properties where irregularities exist, which we believe adds to the character of the stay. As the hotels are small, it is not always possible to offer all tour participants the same category of room.

Airport transfers

Violets & Tea provide airport return transfers to and from the three main airports servicing the London region (Heathrow, Gatwick and London City) and London St Pancras International (for Eurostar), as included in the price of the package tour. For the purpose of these conditions, a transfer is defined as one return transfer per attending guest taken within four days of the first and last day of the purchased tour, with collection and/or delivery within the greater London area. It is the participant's responsibility to provide the correct flight/transport details to Violets & Tea with adequate time to accommodate any transfer.

Inclement weather

As our gardens have been carefully chosen to provide elements of shelter where possible, we will endeavour to continue with the stated tour itinerary in the case of inclement weather. It is your responsibility to ensure that you bring clothing appropriate for inclement weather and outdoor conditions.

Fitness and mobility

We welcome all people on our tours. However, please be aware that due to the nature of the tours, we require that you have a reasonable level of fitness and good mobility. Factors to consider include, but are not limited to, traversing uneven pathways and surfaces, stairs and hill walking, distances walked, entering and exiting the tour bus and using showers over bathtubs. Please note that many of the gardens we visit are private gardens and do not make provisions for people with limited mobility. Please speak to a health professional if you have any concerns.

Passports and visas

It is the responsibility of all participants to ensure they have the necessary travel documents to enter the United Kingdom for the duration of the designated tour. For more information on the UK visitor requirements, please visit the UK government website by clicking here.

Travel insurance

It is a condition of booking that you take out adequate travel insurance. We strongly advise comprehensive travel insurance and that you seek medical advice to travel if applicable. We recommend your travel insurance includes cover against possible cancellation charges, medical treatment and cost of assistance including repatriation in the event of accident, illness or death, plus protection for personal items and effects. By booking with us, you agree that you and every member of your party has such insurance or will obtain it prior to departure.

Please read your policy details carefully and bring them with you on your tour. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs.

Financial protection

In accordance with the 'The Package Travel and Linked Travel Arrangements Regulations 2018', Violets & Tea provide financial protection in the case of our insolvency to all participants, through the use of a third party trust facility provided by Protected Trust Services. Customers may verify our membership with Protected Trust Services by clicking this link to their website. Our membership badge is 5374. Details of this facility will be provided with confirmation of your booking.

Note, as we do not provide flights there is no requirement for Violets & Tea to be a member of ATOL. This does in no way impact on the quality of our service, nor impact on your financial protection in case of our insolvency.

Price increase

Violets & Tea strive to avoid any change to your tour price. Where prices increase as a consequence of the increased cost of fuel or other power sources, taxes and fees by levelled by third parties and/or government action, we reserve the right to add a surcharge. If this results in an increase of the tour package price by more than 8%, you are entitled to cancel your booking with a full refund of all moneys paid to Violets & Tea. Should you decide to exercise your rights to cancel, you must do so in writing within 14 days of receiving the surcharge invoice.

Liability

We have taken all reasonable steps to ensure that proper arrangements have been made for the tour advertised and that the suppliers of services are efficient and reputable. Every booking is subject to the conditionsimposed by the transport companies, hotels, restaurants, gardens, visitor attractions, other events and marked destinations visited. We have no responsibility for these themselves or for any services provided by or on behalf of them.

Violets & Tea cannot accept responsibility for any services which we have not specifically contracted to provide. This includes, for example, any services or facilities which any property owner or other supplier agrees to provide for you where the services or facilities are not advertised by us as forming part of your arrangements and we have not agreed to arrange them as part of our contract.

We cannot be held liable for any loss or expense suffered by you in case of your late arrival at the start of the tour, or at any time during the trip, for reasons other than those within our control.

Any wilful damage to property is your sole responsibility and Violets & Tea will not be held responsible for any costs incurred due to such actions or measures taken by the various authorities or principals. Damage will be charged to you and must be paid for at that time.

We accept no liability for damage to, or loss of, your property while you are a participant of our tours.

We limit the maximum amount we may have to pay you for any claim or parts of a claim which do not involve personal injury, illness or death. The maximum amount we will have to pay you for any such non personal injury claim if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from the contracted services. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £100 per person affected as you are assumed to have taken out adequate insurance at the time of booking.

We cannot accept liability for any claims, expenses or losses which relate to any business (including without limitation, self-employed loss of earnings).

We cannot accept claims when an inferior mode of transport is used as a relief or replacement in an emergency.

Violets & Tea reserve the right to withdraw tour participation from any person at any point if their behaviour is likely to affect the smooth operation of the tour or adversely influence the enjoyment or safety of other passengers, Violets & Tea operatives or third-party staff engaged by Violets & Tea. In this case, Violets & Tea shall not be under any liability to such person whatsoever. In such a case, there would exist no liability whatsoever on the company’s behalf for alternative or homeward travel arrangements or refund of holiday costs. The decision of the Tour Manager is final.

While we endeavour to adhere to the stated itinerary, under certain circumstances Violets & Tea retain the right to amend the itinerary, substitute alternative gardens, visitor attractions, events, guest speakers, vehicles and transport modes and/or accommodation.

In the event that a passport is lost or one of the participants is taken ill, has an accident or cannot continue with the tour schedule due to personal circumstances, Violets & Tea will assist to the best of their ability but reserve the right to continue with the tour. It may be necessary to leave the tour participant to re-join later at their own expense.

Force majeure

Except where otherwise expressly stated in these Terms & Conditions, we regret we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by, or you otherwise suffer damage any damage, loss or expense as a result of, ‘force majeure’. Where ‘force majeure’ is defined as any event or circumstances which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid.

Complaints

In the unlikely event of your need to make a complaint during your tour, please notify the Tour Manager immediately so that the issue can be addressed. It is not reasonable to take no action during your tour when most complaints can be resolved quickly. If the matter is not resolved, you should inform the company in writing within 25 days of the end of the tour. Regrettably, we cannot accept complaints and related issues for compensation outside of this period.

A full set of Terms & Conditions and relevant information will be provided on booking in accordance with 'The Package Travel and Linked Travel Arrangement Regulations 2018'.

These conditions shall be interpreted, construed and enforced in accordance with English law. By booking with us, you confirm that you have read and agreed to Violets & Tea's Terms & Conditions and irrevocably agree to submit to the exclusive jurisdiction of the English Courts in respect of any dispute or claim arising out of or in connection with these conditions.

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