Please read the following Booking Conditions carefully. All tours are sold subject to these conditions and the information in our brochure and quotation. Tulu Tours is registered in The Netherlands, under CoC 75113783. In these conditions, Tulu Tours is referred to as ‘we’, ‘us’ and ‘our’. Where we use the words ‘you’, ‘your’, or “traveller”, we refer to you as travel client. This contract and all matters arising out of it are governed by the Netherlands and subject to Dutch Contract Law.
1. Prices, Deposit, and Full Payment
(i) The deposit for all scheduled and private tours is 25% of the total price per person for all tours, with at minimum the amount of the non-refundable booking cost. Once we have received your deposit we will send you your confirmation which will confirm details of your tour. Once this confirmation has been sent to you a contract will exist between you and us. You must check all details on the confirmation and contact us immediately if there is anything you believe to be incorrect.
(ii) The confirmation details will also state what balance is due on the holiday and when payment is to be made. The balance will be due 60 days before the start date and if this is not received we reserve the right to cancel your booking and charge cancellation fees as detailed in section 4 “Cancellation of Tour by the Traveller”. It is our company policy to send a reminder at this time but it is still your responsibility to pay the balance even if you do not receive the reminder. If for any reason you have informed us of an exceptional reason for delay in payment and we choose to retain your booking, you will be liable for the higher cancellation fees if you do not pay the balance as stated or cancel at a later date.
(iii) If a holiday is booked within 60 days of departure, full payment of the total tour rate is required to confirm the booking.
(iv) A €200 non-refundable booking cost is applicable to group tours, and a €500 non-refundable booking cost is applicable to private or custom tours. Different rates apply when flights are included and are made known in the booking overview of a tour.
2. Changes in Booked Tours by the Traveller
(i) You are able to change your booked tour with us to a different tour in the future if you request a transfer up to 45 days before the start date of the tour. In this case your payments up until the date of request of change will be tranferred to a voucher that can be used for future tours up to two years after the request of change. This does not include the non-refundable booking cost that is applicable to the booked tour.
(ii) You are able to change your booked tour to a different tour only once. Once you have changed your tour to a different tour with us, you will not be able to request a change again.
(iii) A €100 non-refundable booking change cost per person will need to be paid for a transfer in booked tours to be finalized for requests more than 8, but less than 45 days before the start date.
3. Changes in Booked Tours by Tulu Tours
(i) All aspects of your holiday are normally arranged several months in advance but occasionally changes are unavoidable as we rely on our suppliers in Japan. We reserve the right to make minor changes as defined below.
(ii) Minor changes include change in order of schedule (without changing the contents or changing content to a similar content in case the stated content is no longer available), changes in accommodation (to another accommodation of similar standard), changing modes of transport, or changes in included meals (which will be changed to a meal of similar standard, if the previously included meals are no longer available or considered halal compliant.
(iii) Major changes include change to contents of schedule (such as location change), changes in start or end date, or unused tour features that are not subject to force majeure. If a major change is made to the holiday after departure we will compensate you during the tour, either financially or through additional services. If a major change is as a result of ‘force-majeure’ as described in Section 3 (iv), then we do our best to carry out the schedule as planned, but we reserve the right to terminate the schedule early and return you to the point of departure. In both of these cases all refunds that we can obtain from suppliers will be passed on to you. In case we are unable to obtain refunds, compensation will not be applicable.
(iv) ‘Force majeure’ means any event (man-made or natural) out of the control of Tulu Tours and our suppliers, that can could not be avoided during normal planning and preparation. This would include earthquakes, extreme weather, fire, technical problems with transport, operational decisions of air carriers, actual or threatened terrorist activity, industrial action and any similar events.
(v) Our group tours require a minimum and maximum number of persons for the tour, which is stated in the booking overview for each tour. If the minimum number of persons for a tour is not reached 60 days before departure we reserve the right to cancel the tour. We may offer you alternative arrangements (such as a change to one of our other group tours) and you may choose to accept these arrangements if you wish. Tulu Tours is not responsible for costs incurred with international travel or arrangements that are not part of our itinerary.
(vi) Tulu Tours reserves the right to cancel or change included activities after booking if these are no longer considered Muslim-friendly or halal-compliant by Tulu Tours. This includes, but is not limited to, included meals, accommodations, and activities. Tulu Tours may offer alternative activities during the trip of similar standard or cost, or provide a financial refund for the cancelled or changed activity.
4. Cancellation of Tours by the Traveller
(i) If any person named on the booking form cancels their holiday the cancellation fees below will apply. Cancellations can only be accepted when confirmed in writing. The date the writing is received will be taken to be the cancellation date. The traveller is eligible to receive a refund based on the number of days left prior to the start date of the tour, as listed below:
More than 90 days: you will be refunded 100% of the total trip cost, minus the non-refundable booking cost.
60 to 89 days: you will be refunded 90% of the total trip cost, minus the non-refundable booking cost.
30 to 59 days: you will be refunded 75% of the total trip cost, minus the non-refundable booking cost.
15 to 29 days: you will be refunded 50% of the total trip cost, minus the non-refundable booking cost.
8 to 14 days: you will be refunded 25% of the total trip cost, minus the non-refundable booking cost.
up to 7 days before tour starting date: there will be no refund.
(ii) In case flight tickets are booked by Tulu Tours or a partner, the cost associated with cancelling a flight will not be refunded. If flights cannot be cancelled anymore, the full flight rate will not be refunded.
5. Cancellation of Tours by Tulu Tours
(i) In case of a cancellation due to Tulu Tours (when booked through Tulu Tours directly), you can choose to either transfer your paid amounts to a different tour designed by Tulu Tours or choose for the paid amounts of the cancelled tour to be fully refunded.
(ii) In case of cancellation due to “force majeure”, compensation will be deterrmined as described in Section 3 “Changes in Booked Tours by Tulu Tours” (iii) and (iv).
(iii) Tulu Tours is not responsible in refunding costs that are not included in the tour rate, such as flights booked by the traveller or preparations prior to visiting Japan (such as travel insurance, vaccinations, and others) in case of cancellation.
Travel or international health insurance is not included with the purchase of your tour. Tulu Tours strongly suggests Travellers to purchase travel insurance to cover unforeseen circumstances during your tour or cancellations.
If there are any surcharges to be made you will be notified at least 20 days before departure. We will not make any additional charges whatsoever after that. Possible reasons for a price surcharge are as follows:
(i) A change in the Yen – Euro exchange rate. You will only be asked to pay a surcharge in exceptional circumstances. There will only be a surcharge if the actual rate changes by more than 8% after the tour price is quoted. Should the exchange rate surcharge represent more than 8% of the original tour cost you will have the right to cancel and receive a full refund (excluding the non-refundable booking cost and new tax rates) within 14 days of receiving notification.
(ii) A new tax or duty is imposed by the airline or government that we could not foresee in advance.
8. Damages and Liability
(i) We will carry out the tour as advertised and described to the best of our ability. We will accept responsibility for all the actions of our staff when carrying out their work during the tour. We will not accept responsibility if injury, death, illness, damage, or loss is the result of:
- Your actions
- An event which we and/or our suppliers could not foresee
- The actions of a third party not related to part of the described schedule of the tour
- The actions of any other member of the tour group
- Any physical, medical and mental health condition of the traveller (even if this is informed to us at time of booking)
- Additional services (for example, those that may be supplied by hotels) which are not included as part of the tour price activities or features not detailed in the tour schedule (although these may be introduced to you by our staff). These are taken at your own risk and your contract is directly with the operator of these activities.
(ii) Land only tour prices do not include airfares from or to your departing destination. Therefore, it is your responsibility to book suitable flights to allow sufficient time for meeting the scheduled tour departures dates/times in Japan. It is also your responsibility to advise Tulu Tours of your flight details in order for us to arrange your Japan-based airport transfers to and from your hotel if applicable. Tulu Tours accepts no responsibility or liability for any costs incurred due to any problems experienced with your flights. It is your responsibility to contact the airline prior to departure to ensure there is no change to the scheduled departure time. Any scheduled activities associated with your booked tour that are missed due to arrival delays are non-refundable and non-transferable.
(iii) In case flights are booked by Tulu Tours, the flight details shown on original booking confirmation are subject to change. Final details will be confirmed on your travel documentation, sent approximately 14 days prior to departure. Any such change will not entitle you to cancel or change other arrangements without paying our normal charges unless the departure or arrival time has changed by more than 12 hours. In case a flight is cancelled by the airline and an alternative flight is not offered within 24 hours of original departure, the traveller may request a voucher to change the booked tour to a different tour organized by Tulu Tours, valid up until two years after the request of change.
(iv) During the tour you will follow the directions and instructions of the group leader or guide without reserve or hesitation at all times. You will also behave in an appropriate fashion which does not lead to possible damage, danger, or annoyance to property or people. If, in our view, this is not the case we will have the right to terminate your contract with immediate effect without any further obligations to you in respect of covering any expenses, compensation, refunds, or arranging for your return home.
(v) You accept full responsibility and liability for any damage or loss caused by you or any member of your party. Full payment for any damage or loss must be paid directly at the time to the accommodation owner or manager or other supplier. Otherwise you will be liable for any later claims against us (including any legal costs) which are due to your actions
(vi) You must prepare all the necessary valid travel documents including full passports, visas, and vaccination certificates. Tulu Tours may offer information on arrival procedures and preparation prior to arrival to Japan, but it is your own responsibility to research any information in regards to travel to and in Japan and prepare all documents needed to enter and travel in Japan. Tulu Tours is not responsible for any cost or damages incurred due to your own negligence.
(vii) If you are not happy with any aspect of the tour it is your responsibility to make it known to Tulu Tours as soon as is reasonably possible during the tour. We will discuss the situation with you, and then endeavour to deal with the complaint at the time and request feedback from you. If you do not report a problem, which can be dealt with at the time, we cannot accept any associated liability at a later date. If you are still not happy after the end of the tour and wish to make a claim you must write to us within 30 days of the end of tour date with full details of your complaint. If your claim is our responsibility and your travel insurance processes the claim but there is an excess, we will pay the excess due.
(viii) The traveller acknowledges and agrees that certain areas within the designated travel locations, such as volcanoes, earthquake-prone zones, typhoon-prone areas, and tsunami-prone areas, may pose potential risks to safety. The traveller voluntarily assumes all risks associated with visiting such areas during the course of the trip. Tulu Tours shall not be liable for any injuries, damages, or losses incurred by the traveller as a result of visiting these potentially dangerous zones.
9. Halal-Compliance and Ladies Only
(i) All tours designed by Tulu Tours are considered Muslim-friendly or halal-compliant. Tulu Tours is only responsible for providing services and activities that are considered Muslim-friendly, and is not responsible for additional activities the traveller undertakes during the tour period.
(ii) Our tours are open for anyone, regardless of religion. Please note that Tulu Tours does not suggest or book any sightseeing spots or restaurants that are not in line with a halal lifestyle, such as bars, izakaya, clubs, breweries, and others. If you wish to visit such a spot, you are free to do so, but any missed scheduled activities will not be compensated.
(iii) In case if a traveller does not adhere to Islamic Law and culture, such as consuming alcohol or drugs or being under influence of alcohol or drugs during scheduled activities, disturbing the peace of other travellers, or making other travellers uncomfortable with his or her presence, Tulu Tours has the right to terminate the traveller’s contract immediately. The traveller is not entitled to any compensation or refund in this case.
(iv) During our ladies-only tours, in which only female travellers can participate, we might have the presence of males in cases of transportation (such as driving services), or guidance for certain activities if no female guide is available.
(v) We will do our best to ensure halal travel, this includes providing halal meal options and accommodate prayer times. We will check with all restaurants whether they provide halal meals, and ask for more information if needed. We are unable to always check for halal certification in all cases, as halal certification is not enforced in Japan. We rely on the information given to us by the owners of the restaurant in these cases. Tulu Tours will try to accommodate suitable prayer places, such as mosques or designated prayer rooms, but might not be able to in case such a spot is not available within reasonable distance. In this case we will find alternative locations for prayer, such as in nature.
10. Guidance, Communication, and Reservations
(i) You will be notified on the number of travellers joining your tour before the tour start date. While mixed groups may become ladies-only or men-only tours, tours that are booked as ladies-only or men-only will not become mixed tours.
(ii) Tulu Tours accepts travellers aged 21 and above for our group tours. For private (group) tours, we accept travellers under 21 when accompanied by a parent or caregiver at all times.
(iii) During our tours there are moments planned for free time. Tulu Tours is not responsible for any injury, death, illness, damage, or loss that occurs during this time period.
(iv) Travellers have the option to be included in a chat group with other travellers. Tulu Tours may provide information through the chat that may or may not be of interest to all travellers. Tulu Tours is not responsible for any problems forthcoming if you miss out on information because you did not agree to be in the group chat or because you failed to read messages in reasonable time.
(v) If you fail to be present on time at meeting points or if you fail to show up to planned activities, Tulu Tours may decide to continue the itinerary without your presence. You will not be refunded or compensated for any activities you have missed.
(vi) The traveller acknowledges and agrees that the maximum in-person guidance provided per day shall not exceed 8 hours in total unless stated otherwise in the booking overview. The traveller shall also not request guidance or non-emergency related information outside these hours.
(vii) During self-guided tours, the online guide will be available for assistance between the hours of 09:00 and 19:00. The guide commits to responding to inquiries within a maximum of 60 minutes during this availability window.
(ix) The traveller understands that reservations for restaurants are subject to availability and shall be made by the Tulu Tours on behalf of the traveller if requested. In the event of a cancellation later than 3 days before the reserved date, a cancellation fee of €30 per person shall apply. The traveller shall be responsible for any such cancellation fees.
(x) The traveller understands and accepts that if they arrive too late for a scheduled workshop or event, admission may not be possible, and there will be no compensation or refund for the missed workshop or event.
11. Publicity and Privacy
(i) Tulu Tours may use images of you taken during the tour and any comments made in writing by you regarding the tour for publicity and promotion purposes. You grant us a perpetual, royalty-free, worldwide, irrevocable licence to use such images and comments for publicity and promotional purposes.
(ii) If you do not wish to be included in images used for publicity and promotion, please let us know in writing.
(iii) Tulu Tours disclose some or all of your personal and contact information for the planning and operation of the tour (for example if you stay at a hotel). Tulu Tours will not share your information with third parties that are not involved with the organization of the tour.
12. Errors and Omissions
We reserve the right to correct any errors in rates or content quoted or calculated for any tour, with immediate effect. We will use our reasonable endeavours to notify you of such corrections.
13. Special Requests
(i) If you have any special request, you must advise us in writing at the time of booking. We cannot guarantee any request will be met unless we have specifically confirmed this in writing. Note we may also confirm a special request has been received without confirming that it is possible.
(ii) If you or any member of your party has any medical problem or disability which may affect your holiday or any other members in the group, you must tell us at the time a booking request is made. Tulu Tours may deny your attendance if we feel we are unable to accommodate you appropriately and safely.
(iii) If you fail to notify us of your medical problem or disability, or any other condition that may pose difficulties in operating the tour, in time, Tulu Tours may cancel or terminate the contract without refund.
Effective September 1, 2023