LONDON DUCK TOURS LTD TERMS & CONDITIONS
Your health, safety and welfare are of primary importance and we therefore require certain rules to ensure this.
To ensure your amphibious adventure departs on time we ask you to check-in with our Customer Service representative at the departure point at least 15 minutes prior to the departure time of your booked tour.
Tickets are non-refundable and non-transferable. No refunds will be given for a missed departure. If you are unable to make a tour through circumstances beyond your control, we may, at the discretion of the Management, be able to offer an alternative time or date, but only if prior notice is given and subject to availability.
We will normally board you in the order you check-in at the departure point. There are a set number of seats on each craft and we encourage your group to sit together when boarding especially as seating cannot be reserved. Sometimes it will not be possible for all parties to sit together although we will try to achieve this if there is time before the tour departs.
An adult must accompany children/young people aged 1 to 17 years. For adults travelling with groups of under 18’s, the following mandatory adult to child/young person ratio will apply:
1 to 7 years old – 5 children to 1 adult
8 to 12 years old – 9 children to 1 adult
13 to 17 years old – 12 children/young people to 1 adult
Parties with insufficient adults will not be permitted to travel and no refund will be given.
Due to the length and nature of the tour we do not recommend children under the age of 3 to take the tour although they are permitted to travel at the discretion of the parent/guardian.
Buggies are not permitted on board. They can be left with our Customer Service representative at the departure point or shop. All items are left at your own risk and subject to our security policy described in these Terms and Conditions.
Smoking is not permitted on the vehicle (including e-cigarettes).
Food & Drink:
For the comfort of all our customers, no food or beverage of any nature may be consumed on board. Any variation to this policy for passengers can only be authorised exclusively by the Managing Director. The Master, Driver or Second Crew Member shall have authority to refuse carriage where any passenger(s) appear to be under the influence of intoxicating alcohol or drugs. In such circumstances refunds will be at the discretion of the Management.
Each tour operates subject to sufficient demand and tours, with a low capacity or as a result of operational difficulties (eg bad weather), maybe cancelled without prior notice. In this event we will offer you an alternative time slot at your convenience, a voucher or the full refund of the price paid. Supplementary compensation resulting from cancelled tours cannot be entertained.
If road conditions, either prior to or during a tour, prevent us from operating the tour as advertised we will substitute the best available alternative route. London Duck Tours Limited reserves the right to cancel or alter arrangements. We will use reasonable endeavours to inform you of any route changes in advance, but sometimes road closures or other events can happen with little or no notice. If passengers are unhappy with taking the proposed alternative route during a planned diversion, subject to availability, passengers can change date or time of the tour, receive a gift voucher or claim a full refund of the price paid only if arranged prior to the tour commencing.
Variable road and river conditions may lead to the tour lasting longer or shorter than advertised. Please take this into consideration when choosing a time slot.
We aim for the tour to be undertaken on the same vehicle. However, we reserve the right, for whatever reason, to transfer passengers onto another vehicle if required. In this eventuality, no refund or part refund will be made.
Refunds and Feedback:
Refunds: In general, the permitted or valid criteria which will be considered in any request are:
Cancellation due to low capacity if an alternative time cannot be agreed.
Cancellation due to bad weather if an alternative time cannot be agreed.
Tour commencement is delayed by MORE than one hour from the scheduled start time.
The tour is only partially completed (up to 50% of the tour in these circumstances).
Feedback: We hope you have a great experience with us and even if you don’t we welcome your feedback. In the first instance please discuss the matter with the Duty Manager. If you feel the issue has not been resolved to your satisfaction then either complete the on-line feedback form on our website found under the ‘Contact Us’ page or email us direct at firstname.lastname@example.org – We aim to respond to all feedback within five working days.
Luggage and Large Items:
Luggage and/or large items are not permitted on board but can be left with our Customer Service representative at the departure point or shop. All items are left at your own risk and subject to our security policy described in these Terms and Conditions.
Each vehicle is checked on a regular basis and if any lost property is found, we securely store it at our office. Whilst every effort is made to return lost property, London Duck Tours Ltd cannot be held responsible for property left on the vehicle. Property found must be collected from our shop at 55 York Road, London, SE1 7NJ. Our policy is to hold lost property for five working days before disposing of it.
Pets & Animals:
Pets and Animals of any nature are not permitted on board the vehicle. However, special exceptions will be made for assistance dogs which include guide dogs and hearing dogs. They must be allocated a seat on board (free of charge) so please call our booking office on 020 7928 3132 to arrange this. We highly recommend booking in advance if you would like to use this service.
Bookings Made With Third Party Agents:
Queries, including refund requests, relating to tickets bought through a third party agent must be made directly to the third party agent who sold the ticket. Liability rests solely with the third party agent. Please note, when purchasing a ticket with a third party agent you are also and independently bound by their booking terms and conditions which may differ from these.
Publicity and Media:
Occasionally, London Duck Tours Ltd or other authorised third parties may carry out photography and/or video and/or audio recording and/or other monitoring on the vehicle, the tour route, departure point and/or other London Duck Tours Ltd property which may feature passengers. By accepting these terms and conditions, you agree that London Duck Tours Ltd or any authorised third party may use such images or recordings in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright of these materials rests with London Duck Tours Ltd or such authorised third party.
Passengers are permitted to take pictures and short snippets of video for their own personal use only.
Commercial Recording and Filming:
Permission will need to be sought from London Duck Tours Ltd and if recording on the river the Port of London Authority. London Duck Tours Ltd reserves the right to charge a fee if applicable. (For more information please see our Press Pack available on our website).
Your Safety and Security:
Please be advised that weapons, fireworks, flammable liquids or other articles which may cause injury are prohibited to be taken on board.
If requested, passengers must allow themselves and/or their belongings to be searched. If the passenger(s) declines such a request, they will not be permitted to travel, and they will be entitled to a full refund.
Right of Inspection: We reserve the right to inspect all photos, videos and audio recordings deemed to be suspicious in nature and may confiscate such items for inspection by the security/Police services.
Accident or Loss:
We do not accept any liability for loss, damage, delay, inconvenience or direct or consequential loss, however caused (except for death or personal injury) unless due to our employees’ negligence.
We cannot accept liability or pay any compensation for cancellations as a result of Force Majeure. In these terms and conditions, Force Majeure means events such as war or threat of war, riot, civil strife, malicious persons, terrorist activity or actual threatened terrorist activity, aircraft or aerial devices or articles dropped there from, land slip, subsidence, earthquakes, industrial dispute, natural or nuclear disaster, adverse weather conditions including but not limited to lightning, storm, flood, ice, fire, and all similar events outside our control.
We may, at our discretion, require any person to withdraw from any tour if we deem their behaviour offensive or a nuisance to other passengers and we shall have no further liability.
All matters concerning this booking shall be subject to English Law.