Your contract is with Mossy Earth Experiences Limited trading as Mossy Earth Journeys of 10 Orange Street, London, WC2H 7DQ United Kingdom, company number 14960255.

These booking conditions, together with our privacy policy and the written information we brought to your attention before we confirmed your booking, sets out the conditions of the contract between you and Mossy Earth Experiences Limited and our contractual commitments to each other.

It is important that you read the following booking conditions carefully as they are the basis of your contract with Mossy Earth Experiences Limited and the conditions that will apply to your booking including, the re-booking of a tour by way of a transfer from a previous booking or under a credit note.  

Please read them carefully, detach and keep with your travel documents.

DEFINITIONS

1. References within the booking conditions to "start date(s)", ‘’commencement date(s)’’ or ‘’departure date(s)’’ means the date the services we have agreed to provide commence.

2. The references to "you" and "your" means the persons named in the booking (including any person or persons added or substituted subsequently).

3. ‘’We ‘’Us’’ and ‘’Our’’ means Mossy Earth Experiences Limited.

4. References to "arrangements", "travel arrangements", "holiday", "package", ‘’trip’’ or "tour" mean the services we have agreed to provide to or provide you with under your booking with us.

5. ‘’Information Pack’’ means the information, documentation and/or itinerary we have provided to you in electronic format and/or hard copy and which contains the information relevant to your tour.

6. ‘’Meeting point’’ means the place specified by us in the information pack, booking confirmation invoice or other documentation we have provided to you, as the place where we will meet for your trip to commence.     

1. CONTRACT 

1.1 When you make your booking you agree that you have authority to accept and do accept on behalf of yourself and each person named in your booking, the terms of these Booking Conditions. The person making the booking ("the party leader") must be at least 18 years of age and authorised to do so by all persons named in the booking and the parent or guardian of all party members under the age of 18 years, when the booking is made. All persons named in the booking must be 18 years of age or over at the start date of the tour. The party leader on behalf of themselves and each member of the party consents to the use of personal information in accordance with our privacy policy.

1.2 The party leader is responsible for making all payments due to us under the booking. All party members named within the booking are jointly and severally liable for all payments due under the booking.

1.3 A contract will exist as soon as we issue an email booking confirmation to the party leader. Upon receipt of your online booking request and payment, we will send you an acknowledgement of that booking request. This is to advise you we are dealing with your booking request and is not confirmation of it. You will then receive from us an enrolment form which you are required to complete and return to us less than four weeks before the start of the trip. We will review your enrolment form and upon review will email the party leader to confirm the booking your booking request has been accepted. If it has not been accepted we will refund you any money paid. The contract is made in the terms of these booking conditions, which are governed by English law and the jurisdiction of the English Courts. You may choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so and you are resident in Scotland or Northern Ireland.

1.4 Once you have received your booking confirmation, please check this carefully together with all other documents we have sent to you. If any of the information contained within any of these documents is incorrect or incomplete, please notify us immediately in writing by email as it may not be possible to make later changes to it. We cannot accept any liability if we are not notified of any inaccuracies within 7 days of issue of the booking confirmation invoice to you or immediately upon receipt for tours commencing within 7 days of booking.

1.5 We reserve the right to refuse to accept bookings in our absolute discretion without stating the reason for doing so.    

2. SPECIAL REQUESTS   

If you have a special request, please advise us at the time of booking. We cannot guarantee that the request will be met and any failure to do so will not be a breach of contract on our part. Confirmation that a request has been noted will be included on your booking confirmation invoice or upon the acknowledgment of booking. We are unable to accept bookings which are conditional upon a special request being met and these will be treated by us as a standard booking.

3. FINANCIAL PROTECTION 

In compliance with the Package Travel and Linked Arrangements Regulations 2018, all monies paid to us enter a trust account - Mossy Earth Experiences Client Account with Revolut Business, London, UK. Your funds are held in this account and may not be released until your trip is completed, under supervision by an independent trustee with an audit trail. 

In the unlikely event that we would become insolvent, this means your payment is protected by the trust account, and your money will be refunded.

4. TRIP PRICE & PAYMENT

We reserve the right to alter the prices of any of the trips shown on our website. You will be advised of the current price of the trip you wish to book before your contract is confirmed. Unless stated otherwise, the price of your trip includes each and all of the component parts    described within your booking confirmation invoice.

Not included in the price of your trip is travel insurance, excess baggage charges, tipping and any food or drink or additional excursions or activities which are not confirmed as being part of your trip arrangements. Also, not included is travel to and from the meeting point, flights, passport or visa charges, vaccination or medications costs incurred before, during or after your trip.  

When you make your booking request, you are required to pay the full amount of the notified cost of the trip and a completed enrolment form for each member of your party.  Following receipt by us of your request, a provisional booking will be created and held for 24 hours pending receipt of cleared payment and receipt and approval of your completed enrolment form within the time periods specified in Paragraph 1.3 above. If payment of cleared funds is not received by us within 24 hours and/or completed enrolment forms for each member of your party is not received by us within the specified time period, the provisional booking will be cancelled. Upon receipt of cleared funds and the completed enrolment forms, a receipted booking confirmation invoice will be issued to you by us.  Payment may be made using credit or debit card via our website.  All prices shown are per person.  

5. CHANGING YOUR BOOKING

5.1 If, after we have issued a booking confirmation invoice to you, you wish to change your travel arrangements, we will do our best to make these changes, although it may not always be possible to do so. Your request to change your booking must be made in writing by the party leader and sent to us at journeys@mossy.earth. You may be asked to pay an administration charge of £50.00 per person and any further costs we may incur in making this alteration and which may include any supplier’s amendment fees and costs for the required amendment. When changing your travel arrangements, the price will be based on the price applied on the date you make the change. The price may not be the same as when you first made your booking.

5.2 Any discount you received when you made your original booking may be altered or reduced when changes are made if this discount had subsequently been altered, reduced or withdrawn.

5.3 If you have paid accommodation supplements and the number of people in your accommodation changes you may have to pay extra.  

5.4 Any changes to your departure date are unlikely to be possible and will be treated as a cancellation of your trip when the cancellation charges appearing at Paragraph 7 below will apply. However, changes to this as well as other changes including transportation, destination, accommodation or length of travel must apply to all members of your booking 

5.5 If, after the start of your trip you are forced to cut short or curtail it, we cannot refund the cost of any unused element and will have no liability to you, or any member of your booking, to do so.    

6. TRANSFERRING YOUR BOOKING TO SOMEONE ELSE

6.1 If you or any member of your party is prevented from travelling, that person may transfer their place to someone else subject to the following conditions:

a.That person is introduced by you and satisfies each and all of the conditions applicable to the trip booked; 

b. We are notified in writing of the request for transfer not later than 30 days before commencement of the tour;

c. If you are required to do so, pay the outstanding balance payment, and an amendment fee of £50.00 per person transferring, as well as any additional fees, charges and other costs arising from the transfer;

d. The transferee agrees to these booking conditions, and all of the terms of the Contract between us.

6.2 You and the transferee will remain jointly and severally liable for the payment of all sums. If you are unable to find a replacement, the cancellation charges set out in clause 7.2 will apply in order to cover our estimated costs. Otherwise, no refunds will be given to passengers not travelling or for any unused service.

7. CANCELLING YOUR BOOKING

7.1 If you, or any member of your party, cancel your travel arrangements at any time, written notification from the person who made the booking must be received by us at journeys@mossy.earth  in accordance with clause 5.1 above. If you, or any member of your party cancel the booking no refund of monies paid will be made other than in accordance with clause 7.2 below.

7.2 As we may have incurred costs in relation to the cancelled booking (including, without limitation, charges which are imposed on us by suppliers) you will be charged a cancellation fee per person which reflects the losses and costs which we incur in cancelling the booking as follows:

• 168 days or more before departure: 25% of the total cost of the trip

• 167-84 days before departure: 50% of the total cost of tour (or loss of deposit if greater)

• 83 days or less: 100% of the total cost of tour

7.3 If any member of the booking cancels and you cannot fill that person's place, you may have to pay additional supplements for your accommodation. For example, you may have to pay single or under occupancy supplements. If you do cancel, you must still pay any amendment charges which arose before the cancellation and any deposits paid for any pre-booked items or services.

7.4 You have the right to cancel your trip before departure without paying a cancellation charge in the event of "unavoidable and extraordinary circumstances" occurring at your tour destination or its immediate vicinity and which significantly affects the performance of the tour or which significantly affects transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advice against travel to your destination or its immediate vicinity at or 14 days before departure. Advice can change and cancellation by you unsupported by such advice, or as a result of a disinclination to travel, may result in cancellation charges being applied and these can be up to 100% of the cost of your trip. 

7.5 For the purposes of this clause, examples of "unavoidable and extraordinary circumstances" include warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such floods, earthquakes or weather conditions which make it impossible to travel safely to your destination.

8. IF WE CHANGE OR CANCEL YOUR BOOKING

8.1  Once your booking has been confirmed we will make every effort to provide you with the booked trip arrangements. Occasionally, it may be necessary to amend or cancel whole or part of your trip. We will notify you of any alteration or cancellation as soon as we reasonably can.

8.2 Independent travel arrangements (eg, flights, airport parking, car hire, excursions etc) that you may arrange separately do not form part of our contract with you. Should we need to make changes to your travel arrangements, we will not liable for the cost of or any amendment or any cancellation charges incurred by you in respect of any such independent travel arrangements.

8.3 If, before the start of your trip, we are constrained by circumstances beyond our control to significantly alter any of the main characteristics to your trip, we will offer you the choice of either (a) accepting the changed arrangements (b) accepting an offer for an alternative trip with comparable facilities from us, if available (we will refund you any price difference if the alternative is of a lower value) or (c) cancel your booking completely in which case we will refund you all monies paid by you. Please note that the above options are not available where any change made is a minor one.    

8.4 If we make a significant change or cancel less than 14 weeks before departure (other than reason of non-payment of travel arrangements by you, events beyond our control (paragraph 9 below) or minimum group size numbers not being reached (paragraph 19 below), we will also pay you £100 as compensation. 

You are required to advise us within 7 days of being notified of a significant change whether you wish to: (a) accept a proposed change or (b) cancel your booking and receive a refund.

If you have not notified us within 7 days, we will write to you again to obtain confirmation of your choice of the options above.

If you fail to respond within a further 7 days, we will cancel your booking and refund all payments made by or on behalf of you.

8.5  Please note that the compensation referred to at 8.4 above and the options referred to at paragraph 8.3 above do not apply to any minor changes made by us. Minor changes may include (but are not limited to) a change to routes, itinerary or transportation which do not materially affect the tour. Or of accommodation to one of an equivalent or higher standard.   

8.6. If we are unable to provide a significant proportion of the services that you have booked with us after your departure, we will, where possible, make alternative arrangements for you at no extra charge and if appropriate in all the circumstances we will pay you reasonable compensation.

8.7 A change of accommodation to an equivalent or higher standard is also not regarded as significant nor are alterations to your itinerary or route which do not materially affect your tour.  

9. EVENTS BEYOND OUR CONTROL

Please note that compensation will not be payable and we will accept no liability beyond offering you the options above where:-

a. we are constrained to make a significant change or cancel your booking as a result of unusual and unforeseeable circumstances beyond our control. These circumstances will usually include but are not limited to, war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, any failure to secure flying rights, natural and nuclear disaster, fire, epidemics, health risks and pandemics and unavoidable and unforeseeable technical problems with transport reasons beyond our control or that of our suppliers, closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events; or

b. we are constrained to cancel your booking because the minimum numbers of booking required have not been reached and we have notified you within the time periods specified at section (19) of these booking conditions; or

c. we cancel as a result of your failure to comply with any of the requirements of these booking conditions entitling us to cancel; or

d. we make a significant change or cancel your arrangements more than 14 weeks before departure; or

e. where the change or cancellation by us arises out of alterations to the confirmed booking

10. INSURANCE

10.1 You must take out suitable comprehensive insurance for the destination of your trip, for all countries you will be visiting or transiting through, for all activities you will or may be participating in and for all your needs before you travel. It is a condition of this contract that you or members of your party do so. We cannot be held responsible for any costs you may incur as a result of failing to do so.

10.2 You must provide us with the name of your insurer, policy number and 24 hour emergency help line number no less than 30 days before the start of your trip.

10.3 If you fail to take out suitable and adequate travel insurance which insures all the activities forming part of your trip, medical expenses, travel disruption, cancellation, loss and damage to personal belongings, injury and personal liability and to provide us with details in accordance with clause 10.2 above, we may cancel your trip and the cancellation charges at clause 7.2 above will apply.  

10.4 If you take part in activities whilst travelling that have been organised and arranged independently of us, participation is at your own risk and it is your responsibility to ensure that you have obtained the relevant insurance.

11.   PASSPORT, VISA, DOCUMENTATION, PERMITS, IMMIGRATION AND HEALTH REQUIREMENTS

11.1 The passport and visa requirements of yourself and your party, together with any other immigration requirements, are your responsibility for all destinations you will be visiting or transiting through and you should check these with the relevant embassies and/or consulates prior to travel.  You will need to allow sufficient time to do so. We do not accept any responsibility and will have no liability to you, if you cannot travel if you have not complied with the relevant requirements in force prior to and at the time of travel. If you are unable to travel or participate in the trip, or any part of the trip as a result of not having the required passport, visas and/or documentation and/or permits or have provided us with incorrect information or documentation and/or, where applicable, have failed to provide to us with  such information or documentation or copies of these by the time and date notified by us to you, we will have no liability to you. If, as a result, we cancel your trip, the cancellation charges at Section 6 of these booking conditions will apply. 

11.2 It is also your responsibility to check all compulsory and recommended health requirements, including vaccinations, prior to travel and to ensure that you are in receipt of all and any necessary vaccination certificates and other health documentation for all destinations you are visiting or transiting through.   The costs of obtaining any such documentation are your responsibility and we are unable to accept any responsibility or liability if your travel arrangements are affected as a result of the failure to do so by yourself or any member of your party.

11.3 You must provide us with full details of any existing medical condition, allergy or disability that may affect your travel arrangements (including, in particular, any accommodation requirements) at the time of your booking. If in our reasonable opinion your chosen travel arrangements are not suitable for your medical problem or disability or you are not travelling with someone who can provide all assistance you may reasonably require, we have the right to refuse to accept the booking. If you do not give us full details of your medical problem including any allergies and dietary requirements or disability, we can also cancel the booking when we find out full details if in our reasonable opinion, the travel arrangements are not suitable or you are not travelling with someone who can provide all assistance reasonably required. If we cancel your booking as a result of this, the cancellation charges set out in Clause 7.2 above will apply.

11.4 Information on foreign travel is provided and regularly updated by the Foreign and Commonwealth Office. Details can be found at www.qov.uk/foreiqn-travel-advice and www.gov.uk/knowbeforevougo

11.5 If, we are required or asked to reissue tickets that have been lost, destroyed or stolen and we agree to do so, any charges incurred as a result of this will be payable by you.

12. HEALTH & FITNESS

12.1 Activities within our trips may require a certain degree of physical fitness. It is your responsibility to ensure that you have the levels of fitness required for any activity you choose to participate in. If you are in any doubt, please consult your GP before departure. We, and those retained by us, to supervise any activities, retain the discretion at any time to decline to allow you to participate in any activity, if we reasonably believe that in the interests of your health, you should not do so. In such circumstances, we shall not be liable for any losses or compensation arising.

12.2 You must provide us with full details of any existing medical or physical problems (including unusual height or weight), allergy or disability that may apply to you or any member of your group and which is likely to affect your ability to take part in some or all of the activities forming part of your tour (including, in particular, any accommodation requirements or difficulties that may be encountered in accessing buildings) at the time of booking. If, in our reasonable opinion, any particular activities or arrangements are not suitable for the medical or physical problems or disability or you are not travelling with someone who can provide all the assistance that may be required, we have the right to refuse to accept the booking or you may not be able to participate in certain activities, in which event we shall not be liable for any losses or compensation arising.

12.3 If you do not give us full details of any medical or physical problem or disability at the time of booking and/or promptly inform us of any adverse change to any existing medical or physical problem or disability and/or any new medical or physical problem or disability that arises after booking then we can also cancel the booking when we find out the full details if, in our reasonable opinion, the arrangements are not suitable in the circumstances. If we cancel in this situation, cancellation charges as set out at Section 6 must be paid by the person concerned

13. YOUR RESPONSIBILITIES AND BEHAVIOUR 

13.1 As part of your booking with us, you are accepting liability for any loss or damage caused by you or any member of your party during the course of your trip. Payment for any loss or damage must be made to us or our supplier at the time that it occurs or as soon as is reasonably practicable thereafter. If the cost of the loss or damage is not known at the time, we will reasonably estimate it and if this reasonable estimate exceeds the amount paid, you must pay the difference once known, and if it is less, the difference will be refunded to you. You will also be responsible for, and agree to indemnify us, in respect of any claim subsequently made against us and all costs incurred by us (including our own and any other party's full legal costs) arising from your actions.

13.2 You are also responsible for the behaviour of yourself and other members of your party. During the course of the trip you must follow all instructions, directions and security protocols given to you by us, our representatives, suppliers and staff.  We can refuse to accept you as a customer or refuse to continue dealing with you and/or any other member of your party by terminating your travel arrangements if your or their behaviour is or is likely to be, in our reasonable opinion or in the reasonable opinion of our suppliers, disruptive, upsetting or dangerous to yourself or anyone else, or if you or any member of your party have caused or are likely to cause damage to property. In these circumstances, we will not pay any refund, compensation or other sum whatsoever or any costs or expenses incurred by you if we have to terminate your travel arrangements due to such unacceptable behaviour. In this situation we will have no further responsibility for you or any other member of your party (including any return travel arrangements). If your unacceptable behaviour means that you are not able to board your outward flight, we will treat your booking as cancelled from that moment and you will have to pay the full cancellation charges referred to in Clause 7.2 above.

 14. OUR LIABILITY TO YOU

14.1 We agree to perform and provide the travel arrangements which make up your booking with reasonable skill and care. If the contract you have with us is not performed or is improperly performed by us or any of our suppliers, we will pay you appropriate compensation if this has affected your enjoyment of your tour. We will not be liable for any failure in the performance of the contract with you if this is due to:-

a) The fault of yourself and/or another member of your party;

b) A third party unconnected with the provision of the travel arrangements and where failure is unforeseeable or unavoidable,

c) Unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised;

d) An event which neither we nor our suppliers, even with all due care, could have foreseen or forestalled         

14.2 Our liability to you and any member of your party, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your booking. Our liability will also be limited in accordance with and/or in an identical manner to:-

a)  the contractual terms of the suppliers we use in the provision of your holiday arrangements form part of your contract with us. 

b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail, and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation you can claim for death, injury, delay to passengers, and loss, damage and delay to luggage.

14.3  We will not accept responsibility for any services which do not form part of your contract with us. These may include but are not limited to any excursion purchased during the course of your trip and any additional services or facilities which we have not agreed to arrange or provide as part of our contract with you. Excursions, tours or other activities that you book or pay for whilst you are on tour do not form part of the travel arrangements provided by us. Your contract will be with the operator or provider of that excursion, tour or activity and not with us. We are not responsible for the provision of the excursion, tour or activity or anything that may happen during the course of its provision by the operator. We do not accept any liability in relation to any such excursion, tour or activity and these Booking Conditions do not apply to them.

14.4 You must inform us in writing, without undue delay, taking into account the circumstances of the case, of any lack of conformity which you perceive during the performance of a travel service included in your package travel contract and in any event no later than 28 days after the end of your trip.

14.5 If we are found liable for loss and/or damage to your luggage or personal possessions (including money) our maximum liability to you is limited to £1,000 per person unless a lower limitation applies under this contract or by virtue of international conventions.

14.6 When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any transport provider, accommodation supplier or any other supplier for the complaint or claim in question.

14.7 Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

14.8 Please note, we do not accept any liability for any damage, loss or expense or other sum(s) of any description (a) which on the basis of the information given to us by you concerning your booking we could not have foreseen you would suffer or incur and/or (b) which relates to any business.

14.9 If, as a result of any delay, cancellation or any other failure of any of the travel arrangements you have independently made, you are unable to join the start trip at the time, date and place specified by us, we do not accept any liability and are unable to offer any full or partial refund of any monies paid by you, or pay any compensation for any unused element of the trip. Any costs associated with travelling to your accommodation or joining the trip late will be your responsibility.  

15. ASSISTANCE BY US DURING THE COURSE OF YOUR TRIP

If your contract with us is not performed or is improperly performed by us as a result of a failing attributable to a third party unconnected with the provision of tour services, or as a result of failures due to unusual or unforeseeable circumstances beyond our control the consequence of which could not have been avoided even with all due care, or as a result of an event which we or our suppliers, even with all due care, could not have foreseen or forestalled, and you suffer injury or other material loss, we will offer to provide you with prompt assistance as is reasonable in the circumstances. If you or any member of your party suffers during the course of your trip any difficulty as a result of any activity which does not form part of your contracted tour arrangements, we will offer you prompt assistance without undue delay. 

Such assistance may include assisting you in making communications and helping you to find alternative travel arrangements. If the difficulty is caused intentionally by you or as a result of your negligence, we may charge a reasonable fee for that assistance which will not exceed the actual cost incurred by us. All assistance (financial or otherwise) is subject to our reasonable discretion and subject to you notifying us promptly of your need. If you are entitled to have any costs and expenses arising from such an incident met by or from any insurance policy or if you recover any costs and expenses relating to the incident from a third party you must repay us the costs and expenses we have incurred in assisting you.

16.  LOCAL CHARGES & TOURIST TAXES

Unless we have stated that a local service or facility is included or free in our accommodation or tour description, you may be asked to pay a charge locally, for example, local tourist tax, room services, treatments, snacks, drinks, etc. Tourist taxes may be payable by you when you check out of your tour accommodation. 

17. ACCOMMODATION RATINGS & LOCAL HEALTH & SAFETY STANDARDS

You should be aware that it is the standards and health and safety requirements of the country in which the services which make up your travel arrangements are provided which apply and not those of the United Kingdom. These standards will be different to those of the United Kingdom and may sometimes be lower. 

18. OUR WEBSITE AND ADVERTISING

The information contained in our website, brochure and advertising material is our responsibility and to the best of our knowledge and belief it is correct at the time of publication. Occasionally errors may occur and information may change and you must therefore check all the details of your travel arrangements at the time of booking.     

19. MINIMUM NUMBERS

The vast majority of the trips we offer operate irrespective of the size of the tour group or the number of participating customers. However, some of the travel arrangements we provide can only be operated if there is sufficient demand for the same and a sufficient number of people book these trips. If there is insufficient demand on subsequent confirmed bookings, we have the right to cancel the travel arrangements in question. If we have to do so, we will notify you as soon as possible. In this situation, you will then have the choice of accepting an alternative trip of equivalent or closely similar standard. The cost of any alternative trip offered will be our selling price at the time of change. If the alternative is cheaper, we will refund you the difference. If the alternative is more expensive, you have the option to pay the difference. If you do not wish to take the alternative we offer you, you can choose to cancel your trip and receive a full refund of any monies you have paid to us.  When we cancel for lack of numbers in accordance with this paragraph no compensation or other amounts (for example, the cost of any connected travel arrangements you have made independently) will be payable. In the unlikely event that we do need to cancel your trip for the reason of lack of numbers, we will not do so less than 20 days before your arrival date if the trip is for more than 6 days. In the case of trips lasting between 2 and 6 days we will not cancel the trip less than 7 days before the start of the trip. In the case of trips lasting less than 2 days we will give you at least 48 hours notice of any cancellation.

20. IF YOU HAVE A COMPLAINT

In the unlikely event that you have cause to complain during the course of your travel arrangements with us, you must bring it to our attention immediately. If your complaint is not resolved then you must repeat your complaint in writing within 30 days of the end of your travel arrangements with us by us at emailing at journeys@mossy.earth . You must provide any booking reference and all other relevant information to enable us to fully investigate your complaint. Any complaints which do not involve death, personal injury or illness and which are not made in accordance with this procedure we are unable to accept liability.

In accordance with the Alternative Dispute Resolutions for Consumer Disputes (Competent Authorities and Information) Regulations 2015 ("the ADR Directive") we advise that Mossy Earth Experiences Limited does utilise the services of an approved Dispute Resolution Service for the purposes of complaints, namely Consumer Dispute Resolution Limited (‘’CDRL’’) www.cdrl.org.uk 

21. DATA PROTECTION

In order to process your booking and to make sure that your tour arrangements run smoothly, we need to pass the information which you provide on to relevant suppliers such as airlines, transfer companies, hotels etc. The information which we provide may also be provided to credit checking companies and public authorities such as customs and immigration if required by law. Where your tour is outside the European Economic Area (ELEA), controls on data protection in your destination country may not be as strong as they are in the UK. However, we will not pass your information on to any person who is not responsible for part of your tour arrangements. If we cannot pass your information on to relevant suppliers, we cannot provide your booking, therefore in making this booking, you consent to your information being passed on to them. Your data controller is Delphine Ruaro. You are entitled to a copy of your information held by us and if you would like to see this, please ask us. It may be necessary to make an administration charge for providing this to you.

Please refer to our privacy policy which forms part of these booking conditions.

YOUR KEY RIGHTS UNDER THE PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENTS REGULATIONS 2018

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018

Therefore you will benefit from all EU rights applying to the packages. Mossy Earth Experiences Limited will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, Mossy Earth Experiences Limited has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

KEY RIGHTS UNDER THE PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENTS  REGULATIONS 2018

Travellers will receive all essential information about the package before concluding the package travel contract.

There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.

Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.

Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.

The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the      package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.

Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.

Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.

Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.

If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.

Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.

The organiser has to provide assistance if the traveller is in difficulty.

If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Mossy Earth Experiences Limited has taken out insolvency protection with the following entities: Jensten Insurance Brokers.

Access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/ukdsi/2018/634/contents/made