enes +593-99-831-1109 | 593-2-2890-997 [email protected]
+593-99-831-1109 | 593-2-2890-997 [email protected]
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TERMS AND CONDITIONS

Once you have decided on the holiday you require, please carefully read the following Terms & Conditions. These Terms and Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your relationship with Ecuador & Beyond Tours, a company registered as Tour Operator Zuruckbleiben in SUPERCIAS (which is It is the technical body, with administrative and economic autonomy, that monitors and controls the organization, activities, operation, dissolution and liquidation of companies and other entities under the circumstances and conditions established by the Ecuadorian Law) in Quito – Ecuador  with RUC number 1792551609001 and registered office address of Acacias 11 Urb. Jacaranda Cumbaya Zip Code 170902 (‘Ecuador & Beyond’, ‘we’, ‘our’ or ‘us’) and with any supplier with whom you have a direct contract. Except where otherwise stated, these terms and conditions only apply to holiday arrangements which you book with Ecuador & Beyond in Ecuador, Peru or Colombia and which we agree to make, provide or perform (as applicable) as part of our contract with you or, where we act as agent as set out below, arrange for you. All references in these terms and conditions to ‘holiday’,  ‘booking’, ‘contract’, ‘package’, ‘tour’ or ‘arrangements’ mean such holiday arrangements unless otherwise stated and ‘departure’ means the start date of those arrangements. In these terms and conditions, ‘you’ and ‘your’ means all persons named on the booking or any of them as applicable (including anyone who is added or substituted at a later date).

 

1) YOUR CONTRACT

(a) If you book only one type of service with Ecuador & Beyond (for example hotel(s) only or cruise only) and unless otherwise advised at the time of booking, Ecuador & Beyond acts only as a booking agent for the supplier of that service. Your contract for that service will be with that supplier (in these conditions referred to as the ‘Third Party Supplier’) and not Ecuador & Beyond. The Third Party Supplier’s own terms and conditions will apply to that contract in addition to the applicable parts of these terms and conditions.

(b) In all other cases your contract will be with Ecuador & Beyond.

(c) When you make a booking the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:

  • has read these terms and conditions and has the authority to and does agree to be bound by them;
  • 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);
  • is over 18 years of age,  a legal resident of the country where he/she lives 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;
  • accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

 

2) BOOKING, PAYMENT, AND CONFIRMATION

(a) You may book by email, telephone, via our website. All bookings are subject to our terms and conditions. We will communicate with you by email in relation to your booking (including sending you documents such as your confirmation invoice) if you book online or otherwise provide us with an email address. You must accordingly check your emails on a regular basis and should print and retain hard copies of all confirmation documents, e-tickets and other important communications. References in these terms and conditions to ‘send’ and ‘in writing’ include communication by email and via our online booking facility where applicable. You may contact us by email for any of the reasons mentioned in these terms and conditions (for example, to request an amendment). All emails should be sent to: [email protected]

(b) A minimum deposit of US$ 200 per person or 20% of your total holiday cost, whichever is greater, must be paid at the time of booking. For special holidays or high season, a higher deposit will be payable or it may be necessary to make full payment at the time of booking. This is usually the case where full payment for certain services, such as your flight, has to be made immediately after your booking is confirmed in order to secure that service or the price quoted at the time of booking. Where full payment is required at the time of booking, 100% cancellation charges will also apply from confirmation of booking in the event that you subsequently cancel. If you book after the balance due date, full payment must be made at the time of booking. Where we act only as agent, you will be advised of the applicable deposit and payment timetable at the time of booking.

(c) Where you book over the telephone and we are in a position to confirm your booking, a binding contract between you and Ecuador & Beyond or between you and the Third Party Supplier, as applicable, will come into existence when we confirm in written your booking. All other bookings will be confirmed and a binding contract will come into existence when we issue a confirmation invoice that will confirm the details of your booking and will be sent to you. Your confirmation invoice will indicate your requested package cost and you will be advised of any accommodation, flights, etc that are still on request and not confirmed at the time the confirmation invoice is issued.

(d) Once payment has been made, any subsequent request to have that payment refunded and to pay by an alternative means may require you to pay an administration fee.

(e) If your confirmed booking includes a flight, we will issue the tickets according flight availability and the best price unless you require any different.

(f) It is your responsibility to check the confirmation invoice,  and any other documents we send you carefully and to let Ecuador & Beyond know immediately in the event of any error or inaccuracy, as it may not be possible to make changes later. Where we act only as agents for a Third Party Supplier we will have no responsibility for any errors in any documentation except where those errors were made by ourselves. 

(g) The balance of the cost of your arrangements is payable not less than 75 days prior to departure unless you are informed otherwise. If all payments are not received on time, we (or we acting as agent for the Third Party Supplier where applicable) are entitled to assume that you wish to cancel your booking and will retain the deposit paid as the applicable cancellation charge in accordance with clause 8(a). If we do not cancel straight away because you promise to make payment but you still fail to do so, you must pay the cancellation charges shown in clause 8(a) depending on the date we (or we act as agent for the Third Party Supplier where applicable) reasonably treat your booking as canceled by you.

(h) (i) Providing full payment has been received, travel documents will be sent by email approximately two weeks before departure (Third Party Suppliers’ policies may vary) except for late bookings, where final documents will be sent as soon as possible. 

(ii) For some countries you will be handed your internal flight / train / hotel vouchers by your tour manager / Ecuador & Beyond representative on arrival at your destination.

(iii) Ecuador & Beyond has included in the relevant prices all government taxes in the amount applicable at the time of booking that do not have to be paid locally. Those that have to be paid locally by you are extra and are your responsibility (such as international airport departure tax or local resort taxes). You will be advised of the amount of any such locally paid additional taxes where known before your booking is confirmed.

 

3) REDUCED MOBILITY / MEDICAL CONDITIONS / DISABILITIES / SPECIAL REQUESTS

The information you are provided with about your holiday before you make your booking will include a general indication of the suitability of the holiday for someone with reduced mobility. However, reduced mobility means different things to different individuals as individual capabilities, restrictions and requirements are likely to vary considerably. When we refer to reduced mobility, this means any material reduction in mobility whether this is permanent or temporary and whether caused by age or by physical or mental disability or impairment or other cause of disability. If you suffer from reduced mobility or have any other disability or medical condition which may affect your holiday arrangements, please give us full details before booking so that we can provide you with precise information as to the suitability of the holiday taking into account your needs. We may ask you to confirm full details in writing. Please promptly inform us in writing in the event that any material change in your mobility, any disability or medical condition occurs after your booking has been confirmed. Where special requests for flight seats, room / cabin allocation, dietary considerations etc are applicable, Ecuador & Beyond must be made aware of these in writing at the time of booking. While every effort will be made to pass these requests on to the suppliers concerned (or Third Party Suppliers where applicable), we cannot guarantee they will be met except as set out below. Where special requests for flight seats are passed on by Ecuador & Beyond to an airline, the confirmation of seat numbers is at the discretion of the airline. Confirmation that a special request has been noted or passed on to the supplier / Third Party Supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. Special requirements we have accepted will be specifically confirmed as accepted on your confirmation invoice.

  

4) INSURANCE

It is a condition of booking that you have adequate insurance for your holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs, ensuring it covers all the activities you plan to undertake and protects you against cancellation, medical / repatriation expenses and personal liability claims. If you wish to arrange additional activities while you are away, please check your cover before doing so. Ecuador & Beyond cannot be held responsible if you purchase an inadequate insurance policy. Please read your policy details carefully and take them with you on holiday. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

 

5) ALTERATION BY YOU

(a) If you wish to make any amendments to your holiday after it has been confirmed, you must inform us in writing and we will do our best to help. Please note however that if you (i) change to a different departure date, cruise or destination or (ii) change your booking less than 90 days before departure, this will be treated as a cancellation of your original booking and the making of a new booking and you will be liable for the cancellation charges set out in clause 8 in respect of the original booking (except as set out in 5(d) below). In the event a change can be made and except where cancellation charges apply, you must pay all costs and charges incurred or imposed by any of our suppliers (or Third Party Suppliers where applicable) together with an amendment fee of US$40 per alteration per booking before the change can be made.

(b) Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

(c) If you wish to change any aspect of your holiday after it has commenced, Ecuador & Beyond and / or our agents will do its / their best to assist, subject to payment locally of all applicable charges and costs.

(d) If you wish to transfer your place on your booking to another person (introduced by you), you may do so, subject to compliance with the following conditions:

  • the person to whom you are transferring your place satisfies all conditions applicable to the holiday;
  • requests for a transfer must be made in writing at least 75 days prior to departure and must be accompanied by the name and other applicable details of the person who will replace you.
  • In the event that the balance of the holiday cost is due but has not been paid when the transfer request is made, this must be paid before the transfer can be made. Any additional payment amount that our suppliers (or Third Party Suppliers where applicable) require to effect the change (if the transfer can be made) will be payable. Please note, in some cases suppliers such as airlines treat name changes as a cancellation, levying cancellation charges and requiring payment for a new ticket. These charges must be paid by you before any change can be made.
  • The transferee agrees to these terms and conditions and all other terms of the contract between us.

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 8 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not traveling or for unused services.

 

6) PRE-DEPARTURE CHANGES TO, OR CANCELLATION OF, YOUR ARRANGEMENTS BY US OR YOUR THIRD-PARTY SUPPLIER

(a) Pre-departure Changes (clause 6 (a) applies only if your contract is with us). Changes to confirmed holiday arrangements sometimes have to be made and we reserve the right to do so at any time. Most changes will be insignificant and we have the right to make these. Where an insignificant change is made before departure, we will notify you in writing. No compensation is payable for insignificant changes. Insignificant changes are likely to include (but are not limited to) (1) changes to any destination(s), place(s) of stay or port(s) or place(s) of call for your holiday which is not a major, confirmed destination, place of stay or port or place of call; (2) substitution of a named lecturer and / or leader for another knowledgeable expert in the same field; (3) alteration of your outward / return flights by less than 12 hours; (4) changes to aircraft type; (4) change of accommodation to another of the same or higher standard; (5) changes of carriers.

Occasionally, before departure, we may have to make a significant change to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted as referred to in clause 3. Examples of “significant major changes” include the following, when made before departure:

  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  • A change of outward departure time or overall length of your arrangements by more than 12 hours.
  • A significant change to your itinerary, missing out one or more destination entirely.

in the event that we have to make a significant change, we will provide you with the following information in writing as soon as possible:

(i) the proposed alteration(s) and any impact they have on the price;

(ii) in the event that you do not wish to accept the alteration(s), details of any substitute package we are able to offer (and any price reduction where this is of a lower quality or cost);

(iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration(s) or any substitute package offered; and

(iv) the period within which you must inform us of your decision and what will happen if you don’t do so.

If you choose to cancel your booking, we will refund all payments you have made to us within 14 days of the date we receive your written cancellation. If we don’t hear from you with your decision within the specified period (having provided you with the above-mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of our doing so. No compensation will be payable or other liability accepted where a change results from Force Majeure (see clause 7).

(b) Pre-departure Cancellation (clause 6 (b) applies only if your contract is with us). Occasionally, it may be necessary to cancel confirmed holiday arrangements and we reserve the right to do so. In the event: we are prevented from performing your contracted holiday arrangements as a result of Force Majeure (see clause 7) and we notify you of this as soon as reasonably possible;

IMPORTANT NOTE: We will not pay any compensation

(c) If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

(d) This clause 6(e) applies if your contract is with a Third Party Supplier. If the Third Party Supplier changes or cancels your booking, we will pass on the new details to you together with any compensation the Third Party Supplier may offer. We cannot accept any liability for any changes or cancellations made to these bookings by the Third Party Supplier.

 

7) FORCE MAJEURE

For the purposes of these terms and conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport,  airport, port or airspace closures, restrictions or congestion and flight restrictions imposed by any regulatory authority or other third party and all similar events outside our or the supplier(s) concerned’s control. Except where otherwise expressly stated in these terms and conditions, we have no liability including for compensation, costs and expenses in such situations.

 

8) CANCELLATION BY YOU

Please note, clause 8(b) only applies where you have a contract with us for holiday arrangements which constitute a package.

(a) You may cancel your confirmed holiday booking at any time prior to departure. Should you wish to do so, you must notify Ecuador & Beyond in writing. Such notification will only be effective on receipt by us or the travel agent (as applicable). Cancellation charges will apply (as set out below unless you are otherwise advised at the time of booking) subject to clause 8(b). For some bookings, including those for which full payment is required at the time of booking, 100% cancellation charges apply from confirmation of your booking. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) canceling.

Days before departure

notification received

Amount of cancellation

charges as % of total tour cost

More than 75 days

75 days or less

Deposit(s) (inc any higher deposit)

100% cancellation fees

No allowance or refund can be made for meals, rooms, excursions etc included in the price of your holiday but not taken, nor can any refund be made for services that cannot be used due to lost, mislaid or destroyed travel tickets or vouchers. Part cancellation of a booking may result in increased costs for the remaining party members. Where applicable, we will recalculate the cost of the holiday and re-invoice you accordingly. Please note that insurance premiums and amendments charges are not refundable in any circumstances.

Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.

(b) Cancellation charges will not be applicable in the event that unavoidable and extraordinary circumstances occur in the place of destination of your holiday or its immediate vicinity which significantly affect the performance of the contracted holiday services or the carriage of passengers to that destination and as a result you notify us in writing prior to departure that you wish to cancel your holiday. In this situation, we will refund all monies you have paid to us within 14 days of the date you notify us in writing of your cancellation but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

(c) Where you have a contract with a Third Party Supplier, their terms and conditions, including cancellation charges, will apply in the event of your canceling.     

9) PRICES

Where your contract is with Ecuador & Beyond, once the price of your chosen holiday has been confirmed at the time of booking, it will not change. Where your contract is with a Third Party Supplier, we must pass on to you in full all additional costs and charges of whatever nature imposed by the Third Party Supplier in accordance with its own terms and conditions. We reserve the right to make changes to, and correct errors in, advertised prices at any time before your holiday is confirmed. Occasionally our holiday prices are discounted for a limited period for promotional purposes. Discounts cannot be applied retrospectively to reduce the price of a confirmed booking.

 

10) YOUR RESPONSIBILITIES

(a) Passports: A full passport (valid for at least six months beyond the end of your holiday) is required for the holidays we offer. 

(b) Health: It is your responsibility to ensure you are aware of all recommended and required vaccinations and health precautions in good time before departure. We will notify you of any changes in any health requirements (such as mandatory inoculations) that must be satisfied in order to gain entry into your holiday destination of which we become aware before your confirmation invoice is issued. However, further changes may occur at any time and you should check the up-to-date position in good time before you depart. If you have any medical condition / disability / reduced mobility that may affect your ability to enjoy and participate fully in your arrangements you must notify us in accordance with clause 3. Ecuador & Beyond reserves the right, where appropriate, to ask you to provide written certification of your medical fitness prior to departure. It is your responsibility to ensure that you obtain all necessary inoculations, take all necessary medication and follow all medical advice in relation to your holiday.

(c) Documents: It is the responsibility of the person who makes the booking to ensure that all members of the party are in possession of all necessary travel and health documents and have all necessary vaccination certificates before departure. All costs incurred in obtaining such documentation or vaccinations / certificates must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation or have the correct vaccinations / certificates. If failure to have any necessary travel or other documents results in fines, surcharges, expenses or other financial penalty being imposed on, or incurred by, us, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result, you will be liable to pay our normal cancellation charges. The person who makes the booking is also responsible for ensuring that every member of your party has adequate travel insurance (see clause 4 above).

(f) Damage: When you book with us, you accept responsibility for any damage or loss caused by you. Full payment for any such damage or loss (reasonably estimated if not known at the time) must be paid direct at the time to the accommodation owner or manager or other supplier. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.

(g) Behavior: We expect all clients to have consideration for others and to behave appropriately. If in the reasonable opinion of our tour manager, agent or other employee or of any other person in authority, you behave in such a way as to cause or be likely to cause danger, distress, upset or significant annoyance to anyone (for example, other clients or our employees, agents or suppliers) or damage to property, we are entitled, without prior notice where appropriate, to terminate the holiday of the person(s) concerned. We will have the same right to terminate your holiday if you are subject to arrest, or are prevented from traveling at the reasonable discretion of an airline or other transport or cruise provider, or if you are evicted from a hotel at the reasonable discretion of the hotel management or have your use of any other services terminated at the reasonable discretion of another supplier. In this situation, the person(s) concerned will be required to leave the accommodation or other services. We will have no further responsibility toward such person(s), including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. If we incur any expense as a result of your behavior, you will be obliged to reimburse us for that expense.

           

11) OUR LIABILITY

This clause 11(a) does not apply where your contract is with a Third Party Supplier

(a) (i) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these terms and conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these terms and conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

(ii) We will not be responsible for any injury, illness, death, loss (including loss of possessions or enjoyment), damage, expense, cost or other sum or claim of any nature whatsoever which results from any of the following: (1) the act(s) and / or omission(s) of the person(s) affected; or (2) the act(s) and / or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; or (3) Force Majeure as defined in clause 7.

(iii) We cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities that your hotel, cruise provider or any other supplier agrees to provide for you where the services or facilities are not advertised in our website as forming part of your holiday and we have not agreed to arrange them as part of our contract, and any excursion/activities you purchase while away.

(iv) Please a note that strict time limits apply for notifying loss, damage or delay of luggage to the airline. Any proceedings in respect of any claim (including one for personal injury or death) must be brought within 1 month of the date of the incident. You are not entitled to make any claim against us which concerns or is based on any travel arrangements provided by any air, rail or sea carrier if such a claim is not expressly permitted to be brought against the carrier by the international convention or regulation that applies to the travel arrangements in question. 

It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us  any rights they may have to pursue any third party and must provide ourselves with all assistance we may reasonably require.

(v) We cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not reasonably have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any expenses or losses that relate to or arise from any business (including without limitation, self-employed loss of earnings), or any indirect or consequential loss of any kind.

(vi) Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding 3 nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

(b) Clauses 11(b) (i) and (ii) below apply only if your contract is with a Third Party Supplier.

(i) As we act only as an agent for the Third Party Supplier concerned we accept no liability in relation to the arrangements provided by that Third Party Supplier or for the acts or omissions of the Third Party Supplier concerned. The terms and conditions of the Third Party Supplier will apply to your contract.

(ii) However, in the event that we are found liable in respect of any Third Party Supplier arrangements on any basis whatsoever, we are entitled to rely on the limitations and exclusions of liability and defenses set out in clause 11(a). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of our employees while acting in the course of their employment.

 

12) TRANSPORTATION (INCLUDING DELAY)

 If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and / or provide you with accommodation and / or refreshments. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or another payment (as dealt with above) is covered by the airline’s obligations under the Denied Boarding Regulations.

 

13) COMPLAINTS AND PROBLEMS

If you have a complaint about any of the holiday arrangements booked with or through Ecuador & Beyond, you must tell the relevant supplier / Third Party Supplier straight away. You must also tell Ecuador & Beyond’ local representative or agent on-site immediately (if available) or use the Ecuador & Beyond emergency contact telephone number with which you will be supplied before your departure. That number will put you in contact with one of our employees who will take all reasonable steps to help you. It is only if you do this that Ecuador & Beyond has the opportunity to put matters right on the spot. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us in accordance with the procedure outlined at clause 15 below.

If your contract is with a Third Party Supplier, as we act only as an agent, we cannot accept any liability for the arrangements provided by that Third Party Supplier. Any assistance provided in resolving a complaint in relation to any booking of this type is provided on a goodwill basis and in our capacity as agent.

 

14) ASSISTANCE

If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require the assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may, however, pay for or provide refreshments and / or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these terms and conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances if you fail to obtain our prior authorization before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence. 

 

15) ALTERNATIVE DISPUTE RESOLUTION

If you have a complaint or claim that you wish to pursue, please write to us within 15 days after your holidays with us have ended. Your complaint or claim will be investigated and a full reply sent to you as soon as possible. As our investigations often involve obtaining information from third party suppliers, it may take a few weeks. 

 

16) EXCURSIONS / ACTIVITIES / SUPPLIERS TERMS AND CONDITIONS

(a) The information appearing on our website is correct to the best of our knowledge at the time of publication on our website. We may provide you with information (on our website and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area you are visiting generally, or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. We have no involvement in any such activities or excursions, which are neither run, supervised, controlled nor endorsed in any way by us. They are provided by local operators or other third parties who are entirely independent of us. We have no knowledge as to whether such activities or excursions and their operators comply with local legal requirements or have any insurance. Some activities/excursions involve the risk of personal injury. They do not form any part of your contract with us even where we suggest particular operators / other third parties and / or assist you in booking such activities or excursions in any way. You will have a contract with the local operator or other third parties whose terms and conditions will apply. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 11(a)(i) of our terms and conditions will not apply to them. We do not, however, exclude liability for the negligence of ourselves or our employees (while acting in the course of their employment) resulting in your death or personal injury.

(b) Many of the services that make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable international conventions (see clause 11(a)(v)). 

  

17) LAW AND JURISDICTION

This present agreement shall be governed by Ecuadorian Law and therefore interpreted within the framework of this law. In the event of a dispute between the parties as a result of the present agreement, if it has not been resolved amicably between the two parties, both Ecuador & Beyond and the customer shall be subject to the jurisdiction of the Arbitration Court of the Chamber of Commerce of Quito (CCQ), pursuant to the regulations of the Ecuadorian Arbitration Law. The rules for the arbitration process shall be as follows: the parties waive ordinary administration of justice and are bound to accept the rulings issued by the Arbitration Court. The Arbitration Court shall be comprised of three (3) members. The arbitration process shall be in Spanish and shall be conducted in the Arbitration Center of the CCQ and shall be confidential. All parties must cover corresponding fees and charges.

 

× CONTÁCTANOS AHORA