THE HAIRY COO TERMS & CONDITIONS
Once the Tour Operator (hereinafter referred to as “the Operator”), confirms your booking, a contract is made between you and the Operator under the terms and conditions set out below. Your statutory rights are not affected.
The following points have been added in response to the Covid-19 pandemic and will be upheld over and above the existing Terms and Conditions found below.
Those who opt to book an activity/tour with the Operator after 1st April 2020 do so in acknowledgement of the ongoing Covid-19 pandemic. All cancellation policies for scheduled group tours and private tours will stand and refunds will not be processed out with the cancellation period, even if the pandemic is cited as the reason, unless otherwise agreed with the Operator.
Due to ever-changing local and national lockdown restrictions, the Operator emphasises its right to amend or omit certain locations from the advertised itineraries without prior notice to the customer. Where possible, these missing locations will be replaced with alternatives on tour. The Operator will not issue refunds for itineraries impacted by the virus.
The Operator will be unable to visit some of the optional extras advertised on tour due to each suppliers’ covid measures, such as distilleries or castles. Where possible, alternative stops will be included and the tour duration should remain unaffected.
All guests must comply with the Covid-19 guidance given by the Operator and its representatives before and during the activity, including but not limited to wearing a face-covering while inside the vehicle. Failure to do so will result in ejection from the activity.
Should anyone on tour, including the Driver-Guide, begin to experience Covid-19 symptoms, the tour will cease and return to Edinburgh immediately. All guests will then be expected to follow the most recent Scottish government guidance surrounding isolating and contact tracing.
The Operator strongly advises that all guests book accommodation that is fully refundable or amendable in order to be covered in the event that a tour is cancelled. The Operator does not accept any liability for external fees surrounding the cancellation of an activity, including accommodation and travel expenses. The Hairy Coo does not accept liability for any accommodation fees incurred due to the last-minute cancellation of any multi-day excursions.
BOOKING / ACCEPTANCE
On confirmation of your booking, subject to availability and at the Operator’s complete discretion, the Operator will reserve your place on your selected tour. It is your responsibility, as the customer, to check the accuracy of your booking, departure times/locations, and travel dates. A contract is only made between you and the Operator upon your booking being confirmed and accepted and communication thereof to either you or your authorised booking agent (hereinafter referred to as “confirmation”).
2.1 Your booking is not transferable. You may be required to produce a valid passport or another form of photo identification before you travel.
2.2 On 1-day tours baggage is restricted to one small carry-on bag per passenger, and any other baggage only at the Operator’s discretion.
2.3. On multi-day/overnight tours, the Operator expects each passenger to bring one hold bag piece of luggage weighing no more than 15 kgs per person, in addition to the one small carry-on bag mentioned in Section 2.2 above.
2.4 It is your responsibility to check in with the Operator at the departure point AT LEAST 15 minutes prior to the specified departure time. The Operator will not be liable for any service that leaves or arrives later than its specified time, even if as a result you miss a connecting service. The Operator will use its best efforts to ensure that departure and arrival times are met. It is your responsibility to ensure that when booking your onward transport you incorporate a sufficient grace period between the conclusion of your tour and any further travel.
2.5 Tour prices are for transport and driver only. Entrance fees to any attractions whilst on tour are not included. All attractions such as; distillery tours, boat cruises and visits to castles etc. are optional extras, and along with meals and other refreshments, are at the passenger’s own expense. Where the Operator has negotiated a discount for attractions, it will be made clear by our representative.
2.6 Accommodation costs whilst on tour are not included.
SCHEDULED GROUP TOUR CANCELLATION & CHANGES
3.1 The Operator reserves the right to cancel the tour at any time; for any reason, at their discretion. In the event that a tour is abandoned or cancelled midway, no compensation will be paid to passengers.
3.2 Should the Operator amend the tour route and/or advertised stops during the tour due to reasons out with their control, such as (but not limited to) road traffic accidents, road closures, attraction closures or vehicle issues, no compensation will be paid to passengers.
3.3 In the event of a tour being cancelled by the Operator prior to departure, all monies paid for that tour will be refunded.
3.4 All tours must meet a minimum number of passengers in order to operate. We will aim to give the following notice period as a minimum should your tour be cancelled:
- 1-Day Tour: 24 hours
- Multi-day Tour: 1 week
3.5 In order to cancel your booking, please use our contact form, or email [email protected] with the lead guest name, confirmation number and departure date stating that you would like to cancel. You may change or cancel your booking by emailing: [email protected]. Amendments and cancellation periods vary between tours.
3.6 You must give the following amount of notification to receive a full refund when you cancel:
- 1-Day Tour: 72 hours/3days
- 1-Day Free Highland Tour: 72 hours/3days
- Multi-day Tour: 1 week
- Private Tours: See Private Tour Cancellations & Changes section
There will be no refund for tours cancelled within 24 hours (for 1 day tours) and 1 week (for multi-day tours).
3.7 In the event that you cancel your tour, you will be liable for any part or full cancellation charges for any accommodation reserved or booked by The Hairy Coo on your behalf.
3.8 Should any local Covid-19 restrictions in Scotland arise at any time, we will review the impact on our itinerary and may cancel an excursion. You will receive a full refund if this is the case.
3.9 The Operator strongly advises that any further travel or accommodation reservations made around or throughout the duration of your tour are fully refundable.
PRIVATE TOUR CANCELLATION & CHANGES
3.10 The Hairy Coo reserves the right to cancel the tour at any time, for any reason, at their discretion.
3.11 In the event of a tour being cancelled by The Hairy Coo prior to departure, all monies paid for that tour will be refunded. In the event that a tour is abandoned or cancelled midway, no compensation will be paid.
3.13 We require a 50% non-refundable deposit to confirm your chosen private tour date(s). The balance is due 1 month before the tour departure date.
3.14 All private tours are subject to a 7 day cancellation policy. Tours cancelled with 8 days notice or more are 50% refundable. Within 7 days of the departure date there will be no refund.
3.15 Any monies paid for a cancelled tour can be put towards a scheduled group tour or a private tour on an alternative date, dependent on availability.
3.16 Any fees paid by The Hairy Coo on your behalf, such as attractions, accommodation or other services, must be reimbursed to The Hairy Coo before the tour departs.
3.17 Any refunds for attractions, accommodation or other services paid on your behalf by The Hairy Coo will be subject to that company’s own refund policy.
3.18 The Hairy Coo will not be responsible for any payments made by you for attractions, travel or accommodation before, during or after your tour.
3.19 Should any local Covid-19 restrictions in Scotland arise at any time, we will review the impact on your itinerary and cancel your excursion if necessary. You will receive a full refund if this is the case. The Hairy Coo will try to accommodate everyone impacted by restrictions as much as possible.
3.20 There will be no refund (out with the standard refund policy) for any tours missed due to a member of your group testing positive for Covid-19.
3.21 There will be no refund (out with the standard refund policy) for any tours missed due to Force Majeure. Such events may include (but are not limited to) war or threat of war; terrorist activity or the threat of terrorist activity; civil commotion or riot; any action taken by a governmental or public authority; industrial disputes; collapse of buildings, fire, explosion or accident; traffic or road conditions or road closures; technical or mechanical breakdown; adverse weather conditions; natural disasters and all similar events or circumstances. We advise that all members of the group take out comprehensive travel insurance.
3.22 We advise that all members of the group take out comprehensive travel insurance.
3.23 We also strongly advise that any further travel or accommodation reservations made around or throughout the duration of your tour are fully refundable.
4.1 Our tours try to leave promptly at the departure time displayed on the marketing literature/website. Failure to be at the tour departure point AT LEAST 15 minutes prior to the advertised departure time may result in you missing the tour. No refunds will be issued for missed departures.
4.2 GROUP SIZE – the maximum size of any group of people who may know one another prior to the trip departure, on any tour, without prior written agreement with the Operator, is as follows:
1-Day Free Highland Tour 4
All other 1-Day Tours 12
All Multi-Day Tours 8
If it is found by the Operator that your group exceeds this number any point prior to or during your tour, the Operator reserves the right to cancel your booking without a refund.
4.3 The trip/tour products offered are forms of transportation. For this reason, the Operators representatives cannot offer constant special attention or assistance should you have any physical disability requiring such attention.
4.4 Any medical condition or physical condition requiring attention or treatment must be advised to the Operator or their agent when you make the booking.
4.5 You understand that any activities are undertaken on the tour; such as forest, nature or graveyard walks, are done so at your own risk and you agree to absolve the Operator and their representative of any blame should an incident occur. The Operator and their representative will take all due care when undertaking activities, but it is ultimately your responsibility should you choose to participate.
4.6 The tour has been designed for travellers aged 18 years and over, with the style and operation specifically designed for young independent travellers. This fact should be recognised when you book. Passengers are primarily in the 18-45-year-old age group.
4.7 At least one passenger in your group must be aged 18 years or over, who will be held responsible for the actions of the others in your group.
4.8 You agree to comply with the authority of the Operator’s representative and the laws and regulations of Scotland, including customs and foreign exchange restrictions. If you do not do so, you may, at the discretion of the Operator’s representative, be asked to leave the trip. No compensation will be issued in such circumstances.
4.9 You agree that the Operators’ representatives may take photographs and films of you whilst you are a passenger. These may be used in our advertising and publicity material without obtaining any further consent or payment in respect of such photographs and/or films.
4.10 You agree that the Operator may use any text written in our customer surveys, on the website and/or advertising and publicity material without obtaining any further consent or payment in respect of comments.
4.11 There may be times when the Operator’s personnel have to make a decision in the interests of safety. It is a condition of booking that you comply with the authority and decisions of the appointed representative of the Operator. If you do not comply with the said representative and are not compatible with the general enjoyment and well being of members of the trip, we reserve the right to refuse to allow you to continue the trip. In such a case we will not be liable for compensation, or any additional costs incurred by you. We cannot accept liability for the behaviour of others on your trip nor if any facilities are curtailed as a result of their actions.
4.12 It is your responsibility to meet the Operator at the pick-up points on time. Because of the nature of the services, the Operator will not be liable if any service leaves or arrives later than its specified time, even if as a result you miss a connecting service. The Operator will use its best efforts to ensure that departure and arrival times are met.
4.13 The Operators do not tolerate any form of abuse, verbal or otherwise, of its personnel. Any passenger abusing or threatening personnel will automatically forfeit their right to onward travel.
4.14 You are responsible for looking after your personal belongings whilst travelling. The Operator cannot be held responsible for any personal belongings left behind on any trip irrespective of the circumstances.
4.15 You are responsible for confirming that all members of your party are, in fact, of the correct age as defined during the booking process at the time of travel. Any passenger who is not of valid age will not be permitted to travel. Representatives of the Operator reserve the right to ask for Photograph ID if they suspect a child to be under the minimum age.
5.1 Whilst the Operator maintains insurance covering all statutory requirements, there is no travel insurance cover included in the tour represented.
5.2 The Operator very strongly recommends that you purchase Travel Insurance that covers all your travels.
5.3 The Operator strongly recommends that you take out comprehensive insurance cover for medical expenses, personal accident, personal baggage, money and public liability before you travel. You may also wish to indemnify the Operator against all third-party claims, actions, damages and remedies that may be brought against the Operator in respect of your travel needs/requirements.
CHANGES BY THE OPERATOR
6.1 The Operator, or their agent/representative, reserves the right to vary, modify or cancel any itinerary, either in part or wholly, at any time, for any reason.
6.2 If access to any area is prohibited for reasons of force majeure (i.e. circumstances such as political unrest, war or threat of war, riots, civil strife, closure of airports or ports, industrial disputes, terrorist activity, natural and nuclear disasters, fire, epidemic or health risk, Acts of God, adverse weather conditions or other similar events beyond the Operator’s control) the Operator reserves the right to amend or alter the product, or fully or partially withdraw the programme with no compensation being paid to you.
6.3 The Operator reserves the right to alter the vehicle they use at any time.
CHANGES BY THIRD-PARTY OPERATORS & ATTRACTIONS
7.1 The Operator cannot be held responsible for last-minute changes by third party suppliers such as accommodation providers, boat cruises, distilleries and other attractions. This includes changes to their timetables, availability and prices.
7.2 All third party suppliers such as accommodation providers, boat cruises, distilleries and other attractions operate their own terms and conditions of service which can be sought directly from them in advance of your visit.
8.1 Under no circumstances can the Operators be held responsible for any delay, deviation or cancellation due to weather conditions, nor can any trip be cancelled or amended by you at any time outwith the agreed cancellation period on the basis of weather conditions.
9.1 If you have a complaint in respect of any Operator, you should inform the Operator’s Representative at the time. Any complaint that cannot be resolved by the Representative should be submitted in writing within 28 days of the incident to [email protected] so that your complaint can be passed to and then investigated by the Operator. The Operators will not consider complaints after the 28 day period.
9.2 The contract and all matters arising in respect hereof shall be subject to Scottish Law unless the Operator agrees otherwise in writing.
9.3 If any provision of this contract is held invalid or unenforceable by any court of competent jurisdiction, that provision shall be deemed to be re-written to give effect to the same purpose within the permitted limits of the law. The validity and enforceability of the other provisions shall not be affected.
9.4 If you are unsuccessful in any legal action instituted against the Operator, you agree to pay all the Operator’s costs, including but not limited to attorney/client costs.
NO SMOKING POLICY
10.1 The Operator has a No Smoking Policy on all vehicles. Failure to adhere to this policy will result in that individual automatically forfeits their right to onward travel.
11.1 The booking conditions detailed herein contain the entire contract between you and the Operator. No representation, term, warranty or condition can be expressed or implied by reference to any other writing, advertisement or conversation. This contract may only be varied by a representative of the Operator in writing.
11.2 Your contract is with the Operator. At any time, and at the Operator’s complete discretion, the Operator may nominate to you in writing any other company or person to have the benefit of some or all of those provisions of this contract, which the Operator may then specify, as if you had agreed the provisions concerned directly with that company or person in the first place as well as agreeing to them with the Operator. The Operator may at its complete discretion assign all or any rights and liabilities arising under or by virtue of this or any other contract with you.
12.1 Tour prices are for transport and driver only. Accommodation costs incurred whilst on any multi-day / overnight tour will not be covered by the operator, unless specifically stated at the time of booking.
12.2 Accommodation price ranges listed on the Operator’s website/agent listings/booking confirmations are indicative only and are subject to change. The Operator is not liable for any increase in prices at any time, as it is at the sole discretion of accommodation providers directly.
12.3 You will not be driven directly to / from your accommodation at any time by your driver guide and will instead be taken to a centralised meeting point at each overnight location. You are responsible for making your own way to the meeting point each morning to re-join your tour.
12.4 The operator reserves the right to cancel a departure at any time, as cited above. As such, The Hairy Coo advise booking fully refundable and flexible accommodation. The Operator is not liable for any accommodation fees or costs incurred by you.
‘The Hairy Coo’, ‘Ness Bus’, ‘Haunted History Bus’ and ‘Your Tour Scotland’ are all trading names of Free the Coo Limited.
Business Office Address: Free The Coo Limited t/a ‘The Hairy Coo’, Suites 6 & 7, St John’s Studios, 46A Constitution Street, Edinburgh, EH6 6RS
The Hairy Coo take your privacy and security very seriously. We also aim to make our booking process very quick and straightforward and so do not ask you for unnecessary and intrusive information that isn’t vital to the organisation of your tour.
Through our secure reservations service provider, FareHarbor, we collect personal information from you in order to process your tour booking. By making a reservation with us, you are confirming that you are happy for The Hairy Coo to use your information for correspondence surrounding your tour, along with requesting feedback. We may also use the email address provided to send you future notifications surrounding our company, our products and other projects we think you may find of interest. You will have the option to opt out of this at any time.
All information requested to reserve your spot on tour is encrypted and handled by our financial partners Stripe and SquareUp.
Our primary form of contact will always be via email, only using your telephone number for essential information, or to locate you if you are late back to your tour vehicle.
Our Free Highland Tour reservation system is a bespoke software that was made in house. This operates under the same strict privacy regulations, meaning all financial information given is encrypted.
It is your right to ask us to verify that the information we hold on you is accurate or ask us to delete this information at any time. Please email [email protected] if you would like to discuss this with one of our team members.
Third-party sites which we embed on our site, and with whom data is shared, include Google Analytics, Google Maps, Zendesk, Zaui Software, FareHarbor, TripAdvisor, Facebook and Instagram.
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