Terms & Conditions

Virgin Adventures - Customer Terms and Conditions 

(aka the small print that really matters)

We’re Virgin Adventures Limited and we’re here to take you on unforgettable journeys that challenge, inspire and delight. These Terms & Conditions (alongside our Privacy Policy, any key info we give you before booking in line with the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), and your booking confirmation) form the agreement (“Contract”) between you and us, Virgin Adventures Limited (“we”, “us”, “our”).

We’re a company registered in England and Wales under company number 16576935, with our registered office at Whitfield Studios, 50A Charlotte Street, London W1T 2NS.

By booking with us, the Lead Booker confirms they’re at least 18 years old and authorised to make the booking for everyone named. The Lead Booker is responsible for giving us accurate information required for the booking, communicating with us on behalf of the group, accepting these Terms on behalf of the group and making decisions regarding the booking (including changes and cancellations). The Lead Booker confirms they have informed everyone named in their booking of these Terms & Conditions, our Privacy Policy and all other information forming part of the Contract, and those travellers have agreed to be bound by the Contract.

Your Contract kicks in when we issue a booking confirmation after receiving your deposit or full payment. Until then, we reserve the right to decline your booking. Check your confirmation carefully and let us know straight away if anything looks wrong – changes later might cost extra.

Definitions 

• “Adventure”: The multi-day guided group travel experience you book with us.
• “Purposeful Element”: A structured activity designed to achieve a positive social, charitable, environmental or community objective (e.g., fundraising, sustainability, volunteering).
• “You” and “Your”: The Lead Booker and everyone named on the booking.
• “Lead Booker”: The person who makes and pays for the booking and agrees to these Terms on behalf of the group.

What’s Included 

Every Adventure we sell is a “package” under the PTRs. Your Adventure may include accommodation, transport, guided excursions (e.g., trekking, cycling, climbing, sailing), cultural or wildlife tours, and/or a Purposeful Element.

What’s Not Included 

Unless stated otherwise, the following aren’t part of your package: flights to/from the Adventure start or end location, travel insurance, optional activities not booked through us, visa/passport/vaccination fees, personal expenses, tips, and anything not listed as included in your confirmation. Some accommodations may also require a security deposit at check-in – that’s on you. If you cannot complete the activities per the adventure itinerary or choose not to, you are also responsible for your onward travel costs that may be incurred as a result.

Financial Protection

We, Virgin Adventures Limited, are committed to customer satisfaction and consumer financial protection.

We are therefore pleased to confirm to you that, in accordance with our obligations under the current Package Travel and linked Travel Arrangements Regulations July 2018 No.684, we have purchased Travel Regulation Insolvency Protection Insurance in our name for your benefit. All passengers booking with Virgin Adventures Limited, are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation/continuation if required, arising from the cancellation or curtailment of your travel/accommodation arrangements due to the insolvency of Virgin Adventures Limited.

This insurance policy has been arranged by Everywhen with AXA Insurance UK plc (the insurer).

To make a claim, please contact Everywhen using the contact details shown below

Telephone: (+44)1932 334140

Email: tcs@everywhen.co.uk

Please be aware that

• Everywhen cannot make alternative travel or repatriation arrangements on your behalf

• A claim will not be considered until insolvency has been verified by the insurer and the Administrators.

Policy exclusions: This policy will not cover any monies paid for Travel Insurance or any claim relating to Air Flights. If you have booked flights as part of your travel, you should ensure that the company with which you booked the flights has the appropriate CAA/ATOL bonds in place.

Emergency Contact 

In case of emergency while travelling, contact us on +44(0)7514948954. This number is available 24 hours a day for emergencies during your Adventure.

Pricing and Payment 

All prices are in GBP and per person. The full price, including taxes and charges, will be shown before you commit. We offer flexible payment plans – your deposit, instalments and final balance due dates will be confirmed during booking.

You agree to stick to the payment plan. Miss a due date and we may cancel your Contract and retain payments in line with our cancellation policy.

If you book within 90 days of departure, full payment may be required up front.

We reserve the right to cancel your booking for suspected fraud or payment issues. You may be liable for any related costs or losses.

Minimum Numbers 

Some Adventures need a minimum number of participants. If we don’t meet that number, we may cancel:

• At least 20 days before departure (if the Adventure lasts more than 6 days);
• At least 7 days before (for 2–6 day Adventures);
• At least 48 hours before (for Adventures under 2 days).

If this happens, you’ll get a full refund or a suitable alternative.

Price Increases 

We may adjust prices after booking only due to changes in: 

• Fuel or energy costs;
• Taxes or third-party fees;
• Exchange rates relevant to your Adventure.

No changes will be made within 20 days of departure.

If prices decrease as a result of these factors, any refund due (less applicable administrative fees) will only be payable where the reduction exceeds 5% of the total Adventure price.

Changes or Cancellations by You

Changing your Contract 

Want to make a change? Write to us. We’ll do our best, subject to availability. Transfers to another person are allowed if they meet the trip requirements and notify us at least 14 days before departure. There’s a £50 per person admin fee, plus any supplier costs incurred for making this change.

Deposits & Your Booking

All deposits are non-refundable at any time, unless your adventure is cancelled by due to unavoidable and exceptional circumstances (see Cancellations or changes due to exceptional circumstances).

Your final balance is due no later than 90 days before departure. If full payment isn’t received by this point, it will be treated as a breach of contract. Sadly, this means we can no longer hold your place on the adventure. Please see the cancellation charges below for details.

Cancelling Your Booking

If your plans change, you can cancel your booking at any time before departure in line with Regulation 12 of the Package Travel Regulations (PTRs). All cancellations must be made in writing.

The following cancellation charges apply:

• 90 days or more before departure: deposit retained
• 60–89 days before departure: 50% of the total booking price
• 15–59 days before departure: 75% of the total booking price
• 14 days or fewer before departure: 100% of the total booking price

For added peace of mind, we strongly recommend taking out comprehensive travel insurance as soon as you book. 

Cancellations or changes due to exceptional circumstances 

Sometimes, extraordinary or unavoidable events beyond our control (also called force majeure events – such as war, terrorism, pandemics, natural disasters, government actions or strikes) mean we have to cancel or change your Adventure. You also have the right to cancel the Adventure in these circumstances, for instance if there are serious security problems at the destination which are likely to affect the Adventure.

If the Adventure is cancelled in these circumstances, you’ll receive a refund or suitable alternative. We won’t pay any further compensation if the cancellation or change is beyond our control.

Minor Changes by Us 

We reserve the right to make minor changes to your Adventure from time to time. This might include:

• Changes to accommodation of equivalent or higher standard;
• Changes to the order or timing of activities;
• Substitution of similar activities due to weather, safety or availability;
• Route variations; or
• Changes to transport arrangements of equivalent or higher standard.

We will notify you of minor changes as soon as reasonably practicable. Minor changes do not entitle you to compensation or cancellation rights. 

Insurance 

You must have travel insurance covering medical emergencies, personal liability, cancellation, property loss, and any Adventure-specific activities (e.g., high-altitude trekking).

Health, Fitness and Accessibility

You confirm you're medically and physically fit for your Adventure. Each Adventure involves different levels of physical activity, and not all trips will be suitable for individuals with reduced mobility, medical conditions, or disabilities.

We strongly recommend reviewing the detailed description of each Adventure before booking, where any significant accessibility limitations or fitness requirements will be clearly stated. If you’re unsure whether a particular Adventure is suitable for you, please contact us before booking so we can help you assess suitability and explore any potential reasonable adjustments.

We may request relevant medical information (e.g., allergies, disabilities, fitness levels) from each traveller in your booking to ensure safety and compliance with activity requirements. Each traveller may also be asked to complete a medical declaration. We use this info responsibly under UK data protection laws (including Article 9(2)(a) of UK GDPR).

Want to request deletion of that information? No problem, but if you do so before travel, it may affect your ability to participate in parts or all of the Adventure. For more, see our Privacy Policy.

We reserve the right to refuse participation in certain activities or end your Adventure without a refund if we reasonably believe you are not fit to participate safely.

If you require medical treatment, evacuation, or repatriation during your Adventure, you are responsible for all costs. 

Travel Documents and Entry Requirements 

You’re responsible for ensuring you meet all entry, passport, visa, health and testing requirements. We’re not liable if you’re refused entry or face issues due to non-compliance.

Optional Activities 

Anything you book outside of your Virgin Adventures Limited booking isn’t part of the package, and we can’t take responsibility for it.

Photography and Promotional Use

We may capture images or recordings during your Adventure We may use these for marketing or internal comms. 

By booking with us, you grant us rights to use and adapt the content globally, across all media, without needing your approval or paying royalties and you waive any moral rights or claims arising from such use.

If you do not wish to be photographed, please indicate this in your booking form or notify us by email at help@virginadventures.com prior to the start of your Adventure. We will make reasonable efforts to exclude you from any content, though we cannot guarantee you won't appear in wide-angle group shots, background footage, or content captured by other customers or third parties. 

Behaviour and Conduct 

We want every adventure to be fun, inclusive, and safe for everyone involved. By booking with us, you're agreeing to treat your fellow adventurers, our team, and local partners with respect, kindness, and common sense throughout the experience.

We reserve the right to end your trip early (without a refund) if your behaviour includes: 

• Criminal acts or law-breaking;
• Ignoring safety guidance;
• Disrupting or causing a safety risk to staff or other travellers;
• Risking harm or causing damage;
• Excessive drinking, drug use or illegal possession;
• Tampering with safety gear;
• Offensive or abusive behaviour.

If you cross the line, we may: 

• End your Adventure early (no refund);
• Ask you to leave accommodations or activities;
• Require payment for damages immediately or later;
• Claim any resulting losses from you;
• Involve legal authorities.

You’re also responsible for others in your booking group.

Complaints 

Raise issues with your on adventure guide first. Still need help? Contact us within 28 days of your return at help@virginadventures.com. Please allow us 14 days to investigate and respond.

Additional Assistance 

In difficulty while travelling? Please notify your guide as soon as possible, follow their reasonable instructions and take reasonable steps to mitigate any issues. We’ll help as required under Reg 18 PTRs (e.g., liaising with health services or arranging transport). If you’re at fault, we may charge a reasonable fee.

Liability 

We’re liable for the proper delivery of your package. However, we will not be liable for any injury, illness, death, loss (including loss of possessions or loss of enjoyment), damage, expense, cost or other sum or claim of any nature whatsoever that was not reasonably foreseeable at the time of booking or that results from any failure to perform or improper performance of the contract where the failure is caused by:

• You or your group;
• A third party not involved in providing your trip, if unforeseeable or unavoidable;
• Unavoidable extraordinary events.

Our total liability (except in cases involving death or personal injury caused by our negligence, or the negligence of our suppliers) shall be limited to a maximum of three times the price of your Adventure. Our liability will also be limited in accordance with applicable international conventions (e.g., concerning accommodation or transport providers).

Data Protection 

We handle personal data in accordance with UK GDPR and our Privacy Policy.

Discount Codes 

Discount codes issued by Virgin Adventures Limited are valid only during the stated promotional period and must be applied at the time of purchase. Codes cannot be applied retrospectively to existing or completed purchases.

Unless otherwise specified, discount codes are valid on new purchases only, are subject to availability, and may exclude certain products, experiences, services, or third-party items.

Discount codes cannot be used in conjunction with any other offer, promotion, discount, or incentive unless explicitly stated. Only one discount code may be used per transaction.

Discounts have no cash value, are non-transferable, and may not be resold, exchanged, or refunded. Any unused portion of a discount will be forfeited.

Virgin Adventures reserves the right to withdraw, amend, suspend, or extend any promotion at any time without prior notice where it becomes necessary to do so.

Governing Law 

Your Contract is governed by the laws of England and Wales. Any disputes go through English courts. 

Your Key Rights under the Package Travel and Linked Travel Arrangements Regulations 2018

Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018:

• Travellers will receive all essential information about the package before concluding the package travel contract.
• There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
• Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
• Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
• The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller shall be entitled to a price reduction if there is a decrease in the relevant costs.
• Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If the trader responsible for the package cancels the package before its start, travellers are entitled to a refund and compensation where appropriate.
• Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
• Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
• If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package, and the organiser fails to remedy the problem.
• Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
• The organiser has to provide assistance if the traveller is in difficulty.

For full details, please consult the relevant sections of the Package Travel and Linked Travel Arrangements Regulations 2018.

Got questions? We’re all ears: hello@virginadventures.co.uk