Terms and Conditions


1. Contract:

By contracting with Matella Tours Limited (referred to in these booking conditions as “we or us”) you will be accepting these booking conditions on behalf of yourself and all other persons using our services pursuant to a booking made by you.

2. Payment:

Full payment is required at time of booking. We accept MasterCard, Visa and a variety of debit cards.

3. Insurance:

You are advised to take out insurance, which would cover you in the event that you have to cancel your booking or compensate you for delays and/or damage to your property. This travel insurance policy will suit the demands and needs of an individual, or group (where applicable) who have no excluded pre-existing medical conditions, are travelling to countries included within the policy terms and wish to insure themselves against the financial impact of specified unforeseen circumstances/events relating to or occurring during the trip. Full details of these circumstances/events, levels of cover and terms and conditions can be found in the policy booklet

4. Departures:

It is your responsibility to leave ample time for your journey to the nominated departure point. The time stated on your e-ticket is the time of departure – ensure that you are at your stated departure point at least ten minutes prior. We cannot refund or rebook for you missing tours, trips or services as a result of delays on other transport services such as traffic, buses and/or railways

5. Refunds / Cancellations Policy and discounts:

You must inform us in writing (via email) if you wish to cancel a tour or other booking in whole or in part. We must acknowledge your correspondence in order for cancellation to be processed. On cancellation we will charge you an administration charge or percentage of the total price as follows:

  • Cancellation notified more than 7 days prior to departure – full refund
  • Cancellation notified less than 7 days prior to departure- 100% of total value
  • Passengers that do not check-in at their appointed pick-up point and time will be considered cancelled and normal cancellation policies are applied.
  • No amendments are possible after your departure date and time.

To be eligible for a student discount, valid student ID must be shown on departure

6. Force Majeure:

Where we cancel the whole tour before departure because of unusual or unforeseen circumstances beyond our control, then we will refund all money already paid by you but you will not be entitled to any compensation for the loss of the tour. Where the tour is interrupted to a significant extent by circumstances beyond our control we will refund what is deemed to be a fair proportion of the cost of the tour.

7. Behaviour:

You will be responsible for the conduct of yourself and all members of your party and you will indemnify us against any liability for damage caused by you or any members of your party. We reserve the right to terminate the tour in the event of behaviour deemed to be unreasonable by our staff.

8. Complaints:

Should you have a complaint during your tour, contact your tour leader and our staff will do their best to rectify your problem. If we cannot resolve your complaint at the time, you should make a written record of your complaint and email it to info@matella.co.uk within 21 days of the end of the tour. We will not be able to deal with any complaints unless we are told in that way and by that time.