1. About Us, Regulatory Information and Financial Protection

1.1 Who we are

These Terms and Conditions are issued by Nelson London Ventures Limited, trading as NCL Tours (“we”, “us”, “our”). We act as a principal guided tour organiser, flight-plus package provider, and custom-made package organiser. The person making the booking (“Lead name”) confirms they have authority to accept these terms for all persons on the booking.

1.2 ABTA membership and Code of Conduct

Nelson London Ventures Limited (trading as NCL Tours) is a Member of ABTA, membership number P6749. We follow ABTA’s Code of Conduct to provide a high standard of service to you. ABTA and its Members help holidaymakers to get the most from their travel and provide assistance when things do not go according to plan.

1.3 ATOL protection

All flights and flight-inclusive holidays on our website are financially protected by the ATOL scheme. When you pay, you will receive an ATOL Certificate. Please check it carefully to ensure that everything you booked is listed. For more information, visit www.atol.org.uk.

1.4 IATA and airline rules

Where we arrange flights, air tickets are issued subject to the applicable airline’s conditions of carriage and relevant industry standards and procedures, including International Air Transport Association (“IATA”) rules and practices where applicable.

1.5 Scope of protection

All package and flight-inclusive holidays we sell are covered by a scheme protecting your money if the supplier fails. Other travel arrangements, such as accommodation only or flights only, may not be protected. Please ask us what financial protection applies to your booking.

2. Definitions

• Booking means your request for travel arrangements and our written confirmation of that request.
• Contract means these Terms and Conditions together with your booking confirmation, invoice, itinerary and documents we refer you to.
• Package generally means a combination of travel services sold or offered at an inclusive or total price that meets legal criteria for a package holiday.
• Supplier means a third party providing services (e.g. airline, hotel, transfer provider, excursion operator).
• Lead name means the person who makes the booking and is responsible for communications and payments.

3. Our Role: Organiser and/or Agent

Depending on the arrangements you book, we may act as organiser (as principal) or as agent for third-party suppliers. Where we act as agent, your contract for the relevant service is with the Supplier and their terms also apply. We will make this clear at the time of booking and/or on your documentation.

4. Making a Booking

4.1 Eligibility and authority

The Lead name must be at least 18 years old and have the legal capacity to enter into a binding contract. The Lead name confirms that all party members have read, understood and accept these Terms and Conditions.

4.2 Confirmation and accuracy

A booking is confirmed when we issue a booking confirmation in writing. Please check your documents immediately and tell us of any errors as soon as possible. Names must match passports exactly. Corrections and amendments may incur fees and Supplier charges.

5. Pricing, Inclusions and Errors

Your confirmation documentation sets out what is included. Unless expressly stated, prices do not include items such as travel insurance, visas, vaccinations, seat selection, optional excursions, gratuities, or local tourist taxes payable locally.

We take reasonable care to ensure prices are accurate. If we identify a pricing error before confirmation, we will offer you the option to proceed at the correct price or cancel for a full refund of the affected amount.

Travel prices may be affected by changes in transportation costs (including fuel), taxes/fees, and exchange rates. Where the law permits and where applicable, we may pass on such increases and provide an explanation and supporting details where appropriate.

6. Payments

6.1 Deposits

A deposit is usually required at the time of booking unless your arrangements require full payment immediately. Deposit amounts and deadlines are shown on your invoice/confirmation.

6.2 Balance and late payment

The balance is due by the date stated. If not received on time, we may treat the booking as cancelled by you and apply applicable cancellation charges. You may be responsible for costs incurred in recovering overdue payments.

7. Travel Insurance (Important)

We strongly recommend that you take out comprehensive travel insurance at the time of booking. Your policy should cover, at minimum: cancellation/curtailment, medical and emergency expenses, repatriation, personal belongings, travel delay and missed departure. You must ensure your policy is suitable for your needs, including pre-existing medical conditions and planned activities.

If you travel without adequate insurance, you do so at your own risk. For certain itineraries, we may request evidence of appropriate insurance for safety and operational reasons.

8. Passports, Visas, Health Formalities and Travel Advice

It is your responsibility to ensure you and your party have valid passports, visas, permits, vaccination certificates and any other documents required for travel, transit and entry. Requirements can change at short notice.

We are not liable if you are refused boarding or entry, or incur costs, due to failure to hold correct documentation or comply with relevant requirements.

9. Flights

Flight times are estimates and may change. Flights are subject to the operating airline’s conditions of carriage, including baggage rules, check-in deadlines, schedule changes and operational decisions. You are responsible for complying with airline and security requirements.

In the event of disruption, your rights and remedies may lie with the airline and/or under applicable regulations. We will provide reasonable assistance within our role and legal obligations.

10. Changes and Cancellation

10.1 Changes requested by you

All amendments are subject to availability and Supplier rules and may incur an administration fee plus any Supplier charges. Name changes can be treated by airlines as cancellation and rebooking. Please ensure passenger names match passports exactly.

10.2 Cancellation by you

Cancellation must be made by the Lead name in writing. Cancellation charges apply and may be up to 100% of the total cost, particularly for non-refundable flights and accommodation. Your confirmation documentation will specify applicable charges and any Supplier terms that override standard scales.

10.3 Changes/cancellation by us

We plan arrangements in advance but may need to make changes. If a significant change is required, we will tell you as soon as reasonably possible and offer options such as accepting the change, taking an alternative (if available), or cancelling with a refund for affected arrangements, in line with applicable regulations and Supplier constraints.

10.4 Force majeure

We are not liable for failure or delay in performing obligations where caused by unavoidable and extraordinary circumstances beyond our control (for example severe weather, natural disasters, war, terrorism, pandemics, industrial disputes, or governmental action).

11. Complaints and Dispute Resolution

If you have a complaint during your trip, you must report it promptly to the Supplier and/or our representative (where provided) to allow an opportunity to resolve it. If unresolved, please write to us within 28 days of your return, with supporting evidence.

As an ABTA Member, we are committed to resolving complaints amicably. If we cannot resolve your complaint, you may be able to use ABTA’s Alternative Dispute Resolution (ADR) scheme, subject to eligibility.

12. Liability

Where we act as organiser/principal, we are responsible for providing contracted services with reasonable care and skill. Our liability may be limited by international conventions applicable to travel services (including air, sea, rail and road carriage). Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under English law.

13. Data Protection

We process personal data in accordance with applicable data protection laws. We use your information to administer bookings and may share it with Suppliers and authorities as required. Please refer to our Privacy Policy for further details.

14. Governing Law and Jurisdiction

This Contract and any dispute arising from it are governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction, subject to mandatory consumer protections.

15. Contact

Nelson London Ventures Limited (trading as NCL Tours)
ABTA Membership Number: P6749

For enquiries, complaints, or questions about financial protection, please contact us using the details provided on our website and booking documentation.

Last updated: