Please read the following terms and conditions carefully 

By using this website or purchasing any product or service from Heritaste Spain Pty Ltd (ABN 21 680824 711), you acknowledge that you have read, understood, and agree to be bound by these terms.

Nothing in these Terms and Conditions limits your rights under the Australian Consumer Law. If any part of these terms is inconsistent with the ACL, the ACL will prevail.

We are a travel agent. We arrange travel services and sell a Travel Product on behalf of Third Party Travel Providers (Our providers). These services may include airlines, tours and cruise operators, car hirers, accommodation providers, and any other type of service necessary for the completion of a trip from the first to the last day.

By acquiring Booking & Advisory Services from us, you agree that you have read and understood our terms and conditions and the terms and conditions of the Providers. These terms will be sent by email at the time of booking confirmation and will remain active and present on our website until their next update.

Website Information

At Heritaste Spain, we take great care to ensure that the data we publish on this website, as well as the packages and destination information, are as accurate and precise as possible. However, it is important to note that sometimes this information may serve merely as a guide, and actual conditions or circumstances may vary during the route, tour, or accommodation. These conditions can be influenced by local situations, unexpected weather conditions, or national events. Heritaste Spain will endeavor to notify you of any changes before the departure date.

Please remember that the material provided on the website (texts, images, etc.) is purely informative. Heritaste Spain reserves the right to alter the website content without prior notice. Additionally, Heritaste Spain reserves the right to restrict access to the website, communication, or completion of a booking for any reason and at any time at its sole discretion.

Similarly, you agree not to use this website in any form or manner that interferes with its normal operation. Data extraction by any method is strictly prohibited without prior consent. The intellectual property and license of Heritaste Spain, published on this website, must not be copied or commercialized without the pertinent permission from Heritaste Spain.

Fees and Commissions

We charge a fee for providing the Booking & Advisory Services to you. The Advisory Services fee is generally non-refundable, except where required by Australian Consumer Law. This fee is a one-time charge of $150 and will be added to the reservation deposit once it is confirmed. Please note this is not an additional fee to the overall costing of your holiday and will come off the final balance.

Our Booking & Advisory Services cover a single travel code, including all its participants. If you wish to make a new reservation for later dates, add a second group of travelers after having paid the deposit or any installment of the reservation, etc., another fee of $150 will be charged for these new services.

We may receive a commission, fee, rebate, gift, or financial incentives from Providers in respect of your booking. Any commission, gift, fee, rebate, and/or financial incentive received by us from Providers in relation to your booking is non-refundable in the event of cancellation.

Tour Bookings

Heritaste Spain acts as an agent on behalf of tour operators (Providers) in the provision of certain booking services. The tours may be carried out by the tour operator, applying their particular terms and conditions, in addition to the terms and conditions of Heritaste Spain. If at any time, both the tour operator’s terms and Heritaste Spain’s terms conflict, Heritaste Spain’s terms and conditions will always apply. 

Likewise, by accepting these terms, the client agrees that if no tour operator is named in their booking, the applicable terms will solely be those of Heritaste Spain. During the execution of any tour, the responsibility will be solely that of the tour operator, and Heritaste Spain will not have any responsibility for any loss during the booking or participation of the client in that tour.

The customer acknowledges that, as an intermediary agent, any payment made to Heritaste Spain includes payments to the tour operator in exchange for the arranged tour or activity, as well as to Heritaste Spain for the provision of services and advisory in the booking of the same.

Cruise and Train Bookings

Heritaste Spain acts as an agent on behalf of cruise and train companies (service providers) in the provision of booking services. Cruises and train journeys and activities have their own agreements and terms as well as fare rules according to their own terms and conditions. If the terms and conditions of Heritaste Spain conflict with those of the cruise or train provider, the terms and conditions of Heritaste Spain will apply.

As a customer, you acknowledge that any cruise or train booking is entirely separate from any other booking with Heritaste Spain, regardless of whether it is purchased for the same trip and under the same booking number. The provider of those services will be named and described in the product description. The management, timing, and organization of the cruise or train journey are entirely the responsibility of the corresponding provider, and Heritaste Spain will not have any responsibility for any loss resulting from the customer in that cruise or train tour or activity.

You acknowledge that, as an intermediary agent, any payment made to Heritaste Spain includes payments to the Cruise or Train service provider, as well as to Heritaste Spain for the provision of the booking service.

Airfare Bookings

Heritaste Spain acts as an agent on behalf of airlines (service providers) in the provision of booking services. Flights are fulfilled by the applicable supply according to their own agreements and terms as well as fare rules according to their own terms and conditions. If the terms and conditions of Heritaste Spain conflict with those of the flight supplier, the terms and conditions of Heritaste Spain will apply.

AirFares

From the moment airline tickets have been booked, regardless of whether the details have been communicated to the customer or not, any changes or modifications will incur an additional fee from both Heritaste Spain and the airline. All airline tickets will be booked based on the exact information provided by the customer, and Heritaste Spain will not be held responsible for any costs resulting from later modifications due to incorrect information. Any changes made by the airline itself, such as changes in departure time, flight, route, etc., will not entitle the customer to claim, cancel, or modify the ticket conditions free of charge, and will always be subject to the modification fees applicable both by Heritaste Spain and the airline.

Schedule changes, cancellations, delays, or modifications of flight conditions are the sole responsibility of the respective airline. Heritaste Spain will not be liable or obligated under any circumstances to provide any refunds, reimbursements, new location arrangements, accommodation, or transportation due to these unexpected modifications. However, we will assist with claims and remedies available under the Australian Consumer Law, where applicable.

 Each customer must be aware at all times of the specific conditions of each airline, luggage limitations, and any changes in departure or arrival times. Heritaste Spain will not be responsible at any time for any changes in schedule or airport within the same city, but commits to making every effort to help resolve any inconvenience in the best possible way.

It should be noted that there is no cooling-off period for the purchase and booking of flights. Full payment is required to confirm a reservation, and from that moment any modifications will incur fees from both Heritaste Spain and the respective airline.

Heritaste Spain will charge a fee for ticket modifications or flight cancellations. These amounts are independent of any handling fees the airline may charge, and both must be covered for the modification or cancellation of the flight reservation. The modification fee is $150, and the cancellation fee is $250 (always per issued ticket)

In the event of a cancellation, the refundable amount (if any) will be returned to the customer. This refund will be processed once Heritaste Spain first receives the amount from the airline, but never before. The refund timeline is not dependent on Heritaste Spain and may take weeks or even months, and the amount may differ from the initially expected due to factors beyond Heritaste Spain’s control.

Our customers need to know that Heritaste Spain does not make any flight reservations using or redeeming customer loyalty points, and that some offered fares may not guarantee the accumulation of points or other frequent flyer benefits.

Customer Information

Heritaste Spain will request personal information from its clients to carry out the necessary reservations and requests for organizing the contracted package. All personal data provided will be handled according to Heritaste Spain’s Privacy Policy and will only be shared with third-party companies when strictly necessary for the reservation.

Failure to provide basic information, or providing inaccurate information outside the recommended time frame (10 days), may result in additional costs from Heritaste Spain or any related external service providers, and, in the worst case, may lead to the cancellation of the service with no right to financial compensation or refund of the amount already paid. Heritaste Spain will also not be responsible for any additional costs required by external providers due to incorrect or omitted information.

Access to your personal data, as well as reservation details, will be available through an individual login on the website. From this access point, using a password, you can access, modify, or delete any personal data. Heritaste Spain is not responsible for third-party access to your personal area due to password loss or sharing your password with third parties. Additionally, Heritaste Spain will never ask for your password or personal information through any channel other than the website “www.heritastespain.com.au” or an email account linked to the same domain.

Prices and Payments

All pricing is reflected in Australian Dollars unless otherwise specified.

All pricing is inclusive of goods and services tax (GST), or other such value added taxes where applicable.

Payments processed in foreign currency (currency other than the original card holders country of issue), may incur a currency conversion fee. Please refer to your financial institution for applicable fees.

A credit card or debit card fee may also be charged by certain Providers and low cost carriers. You will be notified of such charges prior to your purchase.

To confirm a reservation, a deposit or, if preferred, the full payment of the reservation is required. 

The deposit amount is $150 for each person included in the reservation. If non-refundable products offered by our providers are included, those additional amounts will be added to the final deposit amount.

The $150 Advisory Services fee must also be paid at the time of the deposit and will be deducted from the final reservation price. This fee is non-refundable under any circumstances.

The prices and payment terms for the reservation will be clearly indicated in the email we will send you with the information related to your travel quote. The price will always be based on double occupancy per person unless otherwise communicated to us from the beginning. 

The customer is obliged to thoroughly review the information provided regarding the reservation and contact Heritaste Spain if necessary before making any payment, as there may be products that apply cancellation fees or partial refunds from that moment.

Acceptance of Itinerary and Pricing 

When the customer makes the deposit and Advisory Services Fee payment, they accept the itinerary and price conditions. Any subsequent modifications may be subject to an increase in the price of the reservations or packages to be contracted. Once your deposit is registered, a personal space will be enabled on our website, where you can enter the necessary personal data for each traveler, access documentation, billing, and everything needed for your trip.

From the moment the deposit and Advisory Services fee are received, the customer officially signs the acceptance contract with Heritaste Spain.

Changes and modifications after payment

In compliance with our terms and conditions, making modifications to the itinerary or scheduled route after confirmation and payment of a deposit or a proportional part of the final amount may incur additional charges. This situation does not depend on Heritaste Spain, but on the hotels, cruises, airlines, or other service providers. Heritaste Spain will apply a $200 fee for the management and modification of a previously accepted itinerary. 

Any change or modification request will always be subject to the availability of our suppliers, and the cost of that change will be added to the final cost of your reservation. Under no circumstances can changes or modifications be made within 30 days prior to the start of the contracted trip.

The customer should be aware and keep in mind that airlines may charge a significant fee for any type of name correction or modification. In some cases, they may even require the purchase of a new ticket. Heritaste Spain will not be responsible for these charges if the personal information provided by the customer does not exactly match the information in their passport or identity document.

Payment Options

There are two payment options available when confirming your reservation: “Pay the deposit and the Advisory Services Fee, followed by several payments to complete the full amount” or alternatively, “make a full payment of the total reservation amount.”

For the instalment payments, the payment schedule is as follows:

• 40% of the total amount is due 90 days before the departure date.
• 30% of the total amount is due 45 days before departure.
• The final payment of the remaining 30% is due 30 days before the start of the trip.

If some of the contracted services, such as hotels, flight tickets, etc., are provided by our suppliers with non-refundable rates, these amounts will need to be added to the initial 40% payment to cover any cancellations, changes of mind, etc. The final customer will be solely responsible for incurring these additional costs.

Booking Cancellations Policy

Please pay attention to the terms and conditions issued with your reservation to understand Heritaste Spain’s cancellation and refund policy. Our company acknowledges the Australian Consumer Law, and nothing in these terms is intended to affect or contravene those guarantees.

The cancellation or modification of a reservation may incur two different types of additional costs: those governed by the terms and conditions of Heritaste Spain, and those generated by our external suppliers, such as airlines, hotels, tour operators, etc.

 Heritaste Spain openly displays its cancellation policies and fees, as outlined below; however, any fees or amounts charged by an external supplier will be managed solely under their own policies, over which Heritaste Spain has no control. The amounts charged by an external supplier may depend on the type of reservation, proximity to the travel date, or the specific conditions of the offer in question. Heritaste Spain will not charge any amount greater than what is claimed by external suppliers for cancellation or modification.

Refund Policy

A full refund of the amount paid (excluding non-refundable costs) can be requested within a 7-day cooling-off period, unless otherwise stated in the terms and conditions of the booked product. 

For reservations made less than 80 days before departure, the cooling-off period may not apply; however, this does not affect your rights under Australian Consumer Law.

If one of our external suppliers is required to provide a refund or credit for a travel product, Heritaste Spain will liaise with the supplier to arrange that refund. If you are entitled to a refund, Heritaste Spain will never advance that amount without first receiving it from the supplier. Please note that most of our external suppliers take between 60 and 90 days to process any payment. We will make every reasonable effort to ensure refunds are processed promptly and in accordance with Australian Consumer Law.

Any refund or credit received will always be subject to our terms and conditions and will not include the refund of the advisory fee, or any commissions or management fees related to credit card payments, etc. 

Additionally, the external provider may apply a cancellation fee. In cases where refunds for unused or unperformed services or activities are allowed, the provider may charge a fee on the value of the refund.

If the customer has a booking for a travel product (including flights or accommodation) but does not show up for check-in or does not use the travel product, you will not be entitled to request a refund from us under any circumstances.

To prevent potential doubts, misunderstandings, errors, or any other uncomfortable situations, we outline below some examples where refunds will not be available under any circumstances  unless otherwise required by the Australian Consumer Law:

If the customer has voluntarily changed their mind.

If the customer has failed to read the terms and conditions governing the contract with Heritaste Spain or the explicit conditions of the booked product.

If the customer does not possess the necessary documents for the trip, such as certificates, passports, insurance, visas, etc.

If the organized program or trip did not meet the customer’s prior expectations.

If the customer fails to show up on time for check-in for their flight, train, cruise, etc.

If the customer fails to arrive on time for check-in for any reason beyond Heritaste Spain’s control.

If the customer is dissatisfied with modifications made to their trip due to force majeure reasons.

If the customer has not obtained appropriate travel insurance.

If the customer decides to cancel a trip on their own before receiving formal communication from Heritaste Spain.

If the travel has had to be suspended due to a Force Majeure event.

If the customer decides to cancel the booking due to personal reasons or concerns about the stability of the destination, the trip is expected to proceed without any impediment or alteration of safety.

If a part of the contracted service could not be delivered or performed due to reasons beyond Heritaste Spain’s control.

If the booking has been canceled due to any type of inappropriate or illegal behavior towards others, property, etc.

For any other reason, unless specifically stated in these terms as being eligible for a refund.

Bookings Cancellations

Subject to the 7-day cooling-off period, where applicable, or the specific terms of a particular product, if a customer decides to cancel their booking, the following cancellation fees as per Heritaste Spain’s contract will apply, in addition to any costs charged by our suppliers according to their individual policies.

• 100 days or more before departure: 0% of the holiday package price or the amount paid in installments.
• Between 99 and 45 days before departure: 60% of the holiday package price or the amount paid in installments.
• 45 days or less before departure: 100% of the holiday package price or the amount paid in installments.

Cancellations include, but are not limited to, a full cancellation of the booking, the cancellation of an individual passenger, or any changes to the package.

These cancellation fees apply unless the cancellation is due to a failure to meet consumer guarantees under the Australian Consumer Law.

To avoid any potential misunderstandings, please note that any information provided regarding refunds or returns should be considered as indicative and may always depend on the return of funds from our suppliers. Heritaste Spain will not advance any cancellation amounts related to our suppliers.

Clients should be aware that cancellation refund times can vary depending on the type of supplier, often exceeding 45 days. 

We are not responsible for any cancellation fees or refusals to refund imposed by the Provider.

Additionally, any refunds will be processed using the same payment method originally used.

Limitation of Liability

Our vacation services may come from various and distinct external providers who are entirely independent from Heritaste Spain and therefore do not form part of our company’s staff or agents. The activities and actions of these providers are completely outside our control. While Heritaste Spain puts forth the utmost effort and care in seeking and selecting the most professional and reputable providers, we cannot and will not be held responsible for the provision of these services or for any resulting negligent acts, illness, injury, or loss of enjoyment. 

We are not responsible for technical errors, data manipulation or corruption, unauthorized access to your personal data, inaccuracies in information provided by you or third parties. We are also not liable for any failure to complete bookings when such failure is due to circumstances beyond our control.

By purchasing a package with us, the customer acknowledges and assumes any risks associated with the chosen destination or activities. It is the customer’s responsibility to familiarize themselves with the terms and conditions of each service provider.

Heritaste Spain will not be responsible for any injury, illness, damage to our clients or their belongings, delay, breakdowns (including mechanical failures),or even death, beyond its control.

To the extent permitted by law, our liability is limited to the resupply of the services or a refund. This does not affect any rights you may have under the Australian Consumer Law. It excludes any liability for indirect or consequential losses suffered by our clients or any third parties, regardless of the cause, including but not limited to economic losses or any special, extraordinary, or significant damage to our clients or any other party.

Nothing in these terms and conditions is intended to exclude or restrict the application of consumer guarantees under consumer protection law.

Provider’s Liability

Once our client confirms and pays for their package, the terms and conditions of the specific service provider for each activity or service (accommodations, flights or trains, transfers, etc.) come into effect. It is important for our client to be aware of and understand the terms of our providers before making any payment or confirmation.

Our providers are responsible to the customers for any breach of their obligations in the provision of the contracted service.

As agents, we have no control over or responsibility for the services provided by the provider. We strive with all our professionalism to select the best providers, and we will assist you in seeking remedies from the supplier, and your rights under the Australian Consumer Law remain unaffected which may include: any injury, loss of luggage, additional expense, inconveniences caused by any situation created by the provider, etc. All bookings with Heritaste Spain are always subject to the terms and conditions or limitations of liability imposed by the provider.

Booking Terms

The travel packages, activities, or routes we offer can be withdrawn from the offer at any time, either by Heritaste Spain or by the provider for their own reasons.

Packages, flights, or any other activities booked through Heritaste Spain are not guaranteed until full payment has been made and all documents have been issued.

When making a booking, the client must and commits to providing their personal details accurately and truthfully. Heritaste Spain is not responsible for any loss, damage, or cancellation that may arise due to the incorrect provision of details by a traveler.

When making and finalizing a booking, the client must provide us with any important information regarding their medical condition, dietary requirements, or mobility needs. They must also inform us if any member of the booking is pregnant.

Traveller Information

After you have confirmed your booking with the payment of the deposit and the Advisor Fee, you will need to complete our traveller information form. In this form, our clients will need to provide all traveller details: full names as they appear in the passports, passport numbers and expiration dates, passport nationality, dates of birth, gender, medical issues, and other necessary information to organize the travel program with the utmost guarantees. 

Heritaste Spain is not responsible for any additional charges that may arise subsequently if this form contains inaccurate data, grammatical errors, spelling mistakes, or incorrect dates that require future modification of reservations or tickets for planes, trains, etc.

Once the form is received and the bookings are made according to the provided details, the customer is solely responsible for any modifications and extra costs that may arise.

When booking for a group, it is essential that each traveller completes the corresponding form and accepts the terms and conditions. It is important that each group selects a single person with whom Heritaste Spain can communicate, in order to streamline the entire process.

All our rates are quoted per person, always based on the number of travelers in the requested group. Any changes to the number of people in the group, either before or after confirming the reservation, will result in a new quote for the total cost of the trip.

Travel documentation

The general terms, itinerary, and other relevant information about the trip are basic and general, serving as the basis for any questions or queries related to the booking. The complete information, including plane, train, or cruise tickets (if applicable), hotel reservations, transfers, etc., will be delivered within 15 to 30 days before the trip, provided that the total amount of the reservation has been fully paid. If available, and the full payment has been made in advance, Heritaste Spain may deliver the documentation earlier than the scheduled deadlines if deemed appropriate, but is never obligated to do so.

The timelines and delivery of documentation may vary depending on our suppliers and their handling of dates; any delays for these reasons are beyond the control of Heritaste Spain. It is possible that not all documentation will be complete, but Heritaste Spain may decide to deliver a portion of it while awaiting the rest.

Hotels and Availability

The accommodations and hotels initially recommended by Heritaste Spain in the itinerary are for guidance only, and in case of unavailability, an equivalent quality accommodation will be provided. Heritaste Spain will not be responsible for, nor will it cover, the cost of a change in accommodation or hotel due to personal reasons of our clients. 

Although efforts are made to ensure that all members of a booking are accommodated together, it is possible that the accommodation may not be large enough or have the capacity to host an entire group. In such cases, Heritaste Spain may accommodate our clients in different lodgings without any compensation for this reason.

Requests for specific room types are always subject to availability and cannot be fully guaranteed. Check-in times are regulated by the hotel, and Heritaste Spain does not have the authority to modify them according to the client’s needs. If the hotel agrees to a modification with an additional cost, the client is solely responsible for covering that extra charge.

Heritaste Spain takes the accommodation of our clients very seriously, and we only provide stays that are trustworthy and 100% in line with our quality policy. Despite all this, the daily operations of an accommodation are entirely beyond the control of Heritaste Spain, and therefore we cannot be held responsible for any injury, illness, discomfort, loss of enjoyment, or activities of the accommodation’s employees or contractors that occur at any of the offered establishments. 

In case of injury, accident, or any other similar situation, the client must exercise their right to claim directly against the accommodation and its pertinent responsibility. Heritaste Spain will cooperate and support our clients at all times, acting as an intermediary with the accommodation if necessary.

Some providers may request an additional charge that can only be paid locally at the time of check-in or check-out. These amounts will not be included in the final booking cost. Heritaste Spain will try to inform customers in advance about these additional charges to avoid any unforeseen expenses.

There may be local taxes, tourist taxes, etc., that cannot be included in the reservation as they do not depend on our providers or ourselves, and must be paid by the customers at the time of check-in or check-out. These amounts will not be paid by Heritaste Spain or deducted from the total reservation cost.

Transfers

Transfers may be included in your booking upon customer request and will be organized for both groups and individuals. Transfers cannot be modified on the go nor can their starting point or destination be changed. If for any reason the customer misses their transfer, it is their responsibility to reach the agreed destination on their own or by requesting another service, which must be paid for in advance. In no case will a refund be issued for a previously booked and unused transfer.

Free time

Any activities undertaken during free time on organized tours are solely the responsibility of the customer, and Heritaste Spain will not assume any liability for any situation, accident, theft, activity that causes impediment, injury, loss of documentation, data theft, fraudulent payments, etc., that the customer may experience.

Medical Assistance, Travel Insurance, Physical Condition

In no case do the holiday packages or bookings include travel insurance. It is essential that each customer arranges their own individual or group insurance at the time of booking. This insurance must include medical coverage and repatriation, compensation for lost luggage, flight changes, cancellations, cruise content or activities within the country, cancellations due to force majeure, natural disasters, strikes, etc.

Although bookings do not include insurance, Heritaste Spain can offer our customers a personalized insurance quote tailored to their trip. It will be the customer’s decision whether to request the quote or arrange their own insurance independently.

Heritaste Spain will always recommend that each customer purchase individual medical and assistance insurance for the vacation package. If, despite our recommendation, the customer chooses to travel without any insurance, Heritaste Spain disclaims any responsibility, obligation, or future claims, including hospital bills, repatriations, or any other situation beyond the company’s control. 

Heritaste Spain is not an insurance company and, as such, will not be responsible for providing financial support to our clients beyond what is stipulated in this policy and under Australian Consumer Law.

Our organized tours or travel packages may include segments where walking and extensive stairs climbing are essential. They may also involve long hours of standing, carrying your own luggage, and, depending on the season, extreme temperatures. It is crucial to select an itinerary that matches the physical abilities of the travelers. Therefore, Heritaste Spain will take into account the personal and physical conditions of each participant to create the most suitable tour or travel package.

However, Heritaste Spain will not be responsible for any injury, illness, accident, or lack of enjoyment due to a disability or medical condition incompatible with the tour. If any component of the vacation package, or the entire package, cannot be enjoyed or utilized due to a medical condition or disability, no refund will be provided.

Visa Requirements 

Each customer is responsible for managing and reviewing the entry and visa requirements for their destination, as well as ensuring that their documents and passport are valid and suitable for travel. Heritaste Spain will not be liable for any denial of entry or service resulting from not having a valid visa or passport.

Heritaste Spain works with external providers who manage visa applications for foreign nationals. The service for managing and applying for a visa through our providers varies in cost depending on the passport’s country of origin and the destination. Heritaste Spain’s service fee for visa application assistance is $60 per person, regardless of the actual visa cost or the fees charged by the visa processing company. These fees are non-refundable in the event of a visa denial or rejection.

Code of conduct

Heritaste Spain holds strong values and a firm stance against harassment, racism, xenophobia, and any inappropriate or harmful behavior towards anyone, whether they are other travelers, our in-country collaborators, or anyone else encountered during our tours. Our goal is for clients to enjoy their holidays in a relaxed and pleasant manner, creating wonderful memories to take home. 

Every one of our clients is treated equally, regardless of their origin, sexual orientation, race, gender, ethnicity, or any other characteristic, and we reject any form of offensive behavior, maintaining a zero-tolerance policy towards any offensive actions.

We hope and encourage all our clients and travelers to maintain a positive, friendly attitude and mutual respect, creating a positive atmosphere. We believe this is the only way for our clients to truly enjoy their trip and take away a wonderful experience as a memorable keepsake.

In the event that a client displays inappropriate behavior, Heritaste Spain reserves the right to ask them to leave the tour or exclude them from it if they refuse to comply with the request. We believe that the only way to maintain the health of the group and ensure a safe and calm environment is to remove individuals who do not adhere to the rules, and we will do so. If a person is asked to leave the group due to inappropriate behavior, Heritaste Spain will not provide any refund for the remaining unused portion of the trip. We will also not be responsible for any additional expenses resulting from their exclusion, regardless of the amount. 

From that point onward, the individual will no longer have any relationship or contract with our company, and this will be communicated both verbally and in writing, through a letter or email sent to the personal contact account provided to us, or to the corresponding group leader.

The customer agrees to indemnify Heritaste Spain and all its workers, collaborators, and employees against any loss, including legal fees, or liability arising from their own conduct. These terms are governed by the laws of Queensland, Australia.

Cancellation or Change to travel arrangements due to Force Majeure

In the event of any Force Majeure, if Heritaste Spain deems that the conditions of safety or integrity for our travelers, employees, agents, or any other person related to the vacation package are inadequate, making it impossible to fulfill the legal agreements previously made with the clients, the company reserves the right to modify the travel program, make any changes to the reservation (in whole or in part) to ensure the safety and well-being of all persons directly or indirectly related to the organization of the trip or tour.

In this situation, if the unforeseen event occurs before the trip begins, Heritaste Spain will contact our clients in writing to inform them of the changes in the program or cancellations (partial or total) thereof. If the events occur during the trip, the company will organize a meeting with the clients to update them on the situation and inform them of the measures taken.

In both cases, Heritaste Spain reserves the right to invoice any additional costs if necessary.

Force Majeure events

Force majeure is considered to be any situation that arises suddenly, is beyond the reasonable control of Heritaste Spain, and could not have been prevented by our company. These events include, but are not limited to: (a) wars or armed conflicts, riots, civil unrest, terrorist threats or any threat, criminal damage, labor disputes, and strikes; (b) natural disasters (including but not limited to floods, fires, earthquakes, landslides, extreme weather conditions, etc.); (c) industrial, nuclear, or other events causing environmental pollution or contamination; (d) epidemics, quarantines, pandemics, national health crises, including Covid-19 with its variants or any other similar situation; (e) liquidation, administration, or suspension of payments and services from any direct or indirect provider involved with the vacation package or tour; (f) changes in laws, including promulgation, repeal, or amendments in the law or administration of any law in Australia or any territory related to the booking contract, which may lead to changes in statutes, regulations, ordinances, declarations, and licenses or common law applicable from time to time, including but not limited to travel or movement restrictions imposed by the relevant local, federal, or foreign governments.

Limitation of Liability in the Event of Force Majeure

In the event that a force majeure event makes it unsafe or impossible to continue with the tour or vacation package (or any part of it), we will offer a credit or refund in accordance with our supplier terms and the Australian Consumer Law.

A credit will be offered for the value of the amounts paid for the unused portions of the package, less the value of non-recoverable costs incurred before the tour was canceled due to the force majeure event. These costs can represent a significant proportion of the booking price and may include cancellation fees for airlines, cruises, rental reservations, and a portion of the operational costs incurred in the normal running of the business, such as those related to the procurement, management, and fulfillment of a standard booking. Heritaste Spain will make every effort to minimize the financial losses of our customers; however, the total amount of such costs can only be known at the time of cancellation and the amount depends on factors such as the composition of the package, the stage of booking fulfillment, or special requests made in the booking. 

We strongly recommend that our customers purchase travel insurance that fully protects them against such events and their consequent financial losses.

Weather and Unpredictable conditions

In our extensive range of tours and vacation packages, we may recommend a specific time of year as the best option to engage in certain activities, visits, or even a complete tour. These recommendations are based on our deep knowledge of the area, previous experience, and reports from our local partners, which help us identify the optimal times for various activities or routes. Although we strive to provide the best conditions, weather changes can affect our predictions and advice, which is entirely beyond our control. Heritaste Spain will not provide any refund or financial compensation if the tour or vacation package is affected by weather conditions differing from our prior recommendations or the customer’s expectations.

Exclusions

Anything not described in the package terms or itinerary are not included in your package. Anything specifically mentioned as an Exclusion is not intended to be exhaustive.

Jurisdiction and law

All matters, disputes, and claims arising out of or in connection with our booking and advisory services are governed by the laws of Queensland. By acquiring the booking and advisory services, you consent to and submit to the exclusive jurisdiction of the laws of Queensland.

Complains

All complaints during the tour or vacation package should first be communicated to your guide, driver, or the relevant service provider, as many issues can be easily resolved with proper communication. Failure to do so in a timely manner may result in the denial of any future claims or compensation.

If you wish to contact us directly, please send an email detailing your case, including your booking code and all relevant information, within 30 days of the completion of your trip. Any communication after this period may result in the denial or reduction of any claims or compensation.

By signing this document, the customer confirms that they have read the terms and conditions of the contract, agree with all points, and fully accept them.

This text was last revised in September 2025.