Terms and Conditions

/Terms and Conditions
Terms and Conditions 2018-05-07T09:53:23+00:00

Terms and conditions




  1. Use of the MAMATOURS website
  2. Exclusion of guarantee and disclaimer
  3. Web Contents
  4. Intellectual Property
  5. Privacy Statement
  6. Amendment of the contract conditions
  7. Applicable Law and Jurisdiction
  8. Website contents
  9. Booking procedure/Purchase of services
  10. Information about booking procedures
  11. General conditions
  12. Hotel ratings
  13. Car rentals
  14. Sightseeing trips
  15. Private transfers/Excursions
  16. Baggage Policy



The MAMA.TOURS website shall only be used for the services offered as seen on the website and it shall not be used in any other way. Any unauthorised use of this site or of any of its elements constitutes a violation of intellectual property laws. The user accepts complete responsibility for his or her use of this site.MAMATOURS and MAMA.TOURS are trademark andare registered in Italy.


The MAMATOURS website shall only be used for the services offered as seen on the website and it shall not be used in any other way. Any unauthorised use of this site or of any of its elements constitutes a violation of intellectual property laws. The user accepts complete responsibility for his or her use of this site.





Although any information on this site is posted in good faith and is updated regularly, MAMATOURS cannot guarantee its completeness and accuracy. MAMATOURS does not accept any liability towards the user or any third party for any errors or omissions on this site. MAMATOURS reserves the right to change, update or delete any information on this site without prior notice.

MAMATOURS does not guarantee that this on-line service will be uninterrupted, error free or that any information or other material accessible from this site is free from viruses or other harmful components.

MAMATOURS does not guarantee the validity of the information, products and services on this site. The site is provided on an “as is” and on an “as available” basis. The user assumes all responsibility and risk connected to the use of this site. MAMATOURS does not guarantee either implicitly or explicitly the site`s commerciality or its suitability for any particular aim.

MAMATOURS shall not be liable for any direct or indirect loss resulting from the user’s use of the information on this site, except liability for death or personal injury resulting from negligence on behalf of MAMATOURS.



The information contained in the web pages describing package tours (tours + hotel) is of a purely informative nature and is neither a contract proposal nor an offer to the public of the services described. The transaction proposal containing detailed conditions will be sent in reply to a request on the part of the client which entails no obligations or commitments on his/her part.



The MAMA.TOURS name, logo and all related product and service names, design marks and slogans are the trademarks or service marks of MAMATOURS. All other names, logos and all related product and service names, design marks and slogans used on this site are the trademarks or service marks of their owners. All rights are acknowledged.



On booking a service through the web site the user must provide MAMATOURS with personal information such as name, e-mail address, telephone number and credit card number and expiry date. The user’s telephone number may be passed on to our courier. This information allows us to process booking requests and to keep the user informed of their status. If the user takes part in a prize lottery he or she should also supply the details required such that MAMATOURS are able to contact the user should he or she be among the winners.For further information about how MAMATOURS utilises the personal details provided by users on this site, please refer to the relevant privacy statement.



These general conditions are governed by Italian Law. MAMATOURS reserve the right to amend the site and these conditions at any time. It is understood that the contract conditions applicable to a single contract are those displayed on the site at the moment of booking.



Any disputes involving this site shall be subject to the jurisdiction of the Court of Rome (Italy) exclusively.



Information and images appearing on MAMA.TOURS come directly from our suppliers, who take full responsibility for them.

Therefore,MAMATOURS does not accept any responsibility for any service provided, any delays, any product or service that does not meet with the user’s expectations or that is not provided to the normal standard.

MAMATOURS is committed however in providing the supplier’s or partner’s details upon request. The settlement of the service purchased at MAMA.TOURS must be carried out via credit card, the details of which MAMATOURS has the right to check and verify their validity.

MAMATOURS shall not be responsible for any other usage of the credit card by third parties. If the booking is not paid according to the conditions stipulated the contract will be null and void.

MAMATOURS is not responsible for the failure of the client’s electronic equipment including Internet and telephone providers.



On purchasing a service from MAMA.TOURS the client warrants that he or she has read, understood and accepted the terms and conditions. In order to utilise MAMA.TOURS the client must register by subscribing, free of charge, to MAMATOURS.When making a booking, the client must warrant that the credit card details are correct and that the relevant account has funds which are sufficient to cover the entire cost of the booking. Should there be any discrepancies regarding the credit card details, they must be communicated by the client to MAMATOURS with the utmost priority. The contract shall be considered finalized only when MAMATOURS has sent a confirmation of the booking to the client. Any form of payment to MAMATOURS made on behalf of the client prior to such time as MAMATOURS has sent a confirmation of the booking to the client shall not be considered as proof of a finalised contract between the parties.

On receiving a booking request from a client, MAMATOURS shall undertake to process the request and send the client a confirmation of the booking as soon as possible.



When making a booking, the client shall provide the necessary personal details including his/her name, place and date of birth.MAMATOURS shall treat this information in accordance with the law.



Art.1 Package Travel

MAMATOURS are holders of the appropriate license to provide package travel, package holidays and package tours.

The Council Directive 90/314/EEC on package travel, package holidays and package tours is designed to protect consumers who enter into package travel contracts in the EU. It covers the sale of pre-arranged combinations of two or more of the following:

  1. transport,
  2. accommodation,
  3. other tourist services which are not ancillary to transport or accommodation and accounting for a significant proportion of the package.

Consumers will only be covered by this directive in cases where at least two of these elements are sold or offered for sale at an inclusive price and the service covers a period of more than twenty-four hours or includes over-night accommodation.


Art.2 Legislation sources

This contract is governed by the International Conventions, in particular by the Brussels Convention of 1970, the Warsaw Convention of 1929 relating to International Carriage by Air, and the Berne Convention of 1961 relating to Carriage by Rail.


Art.3 Compulsory information

The consumer must have access to a written record that includes the terms and conditions of the contract which are applicable to the package and also the relevant details of the documents necessary to carry out the service.


Art.4 Booking Terms and Payment

Any booking made or order placed by the client shall be deemed to be an offer on the client’s behalf in order to purchase the relevant accommodation and/or travel arrangements subject to these booking conditions. No contract shall exist between the client and MAMATOURS until such times as MAMATOURS issues a booking confirmation by email to the client and MAMATOURS receives payment in full from the client. A printout of the booking confirmation with the booking reference number is necessary in order to receive the requested service.


Art.5 Payments

Payment must be made in full at the time of booking. Payment should be carried out at the MAMATOURS web site by credit card.


Art.6 Price – revision

The price is established under the contract and published online. This price may be subject to revision only in the case of changes in: transport costs, fuel prices, and dues, taxes (by way of example and by no means an exhaustive list, these may include landing taxes or embarkation or disembarkation fees at ports and airports, and the fluctuation of the exchange rate).


Art.7 Consumer’s warranty

In the case of bankruptcy on the part of the organizer and/or retailer, the Client is entitled to ask the Member State for a complete refund of the sum paid for the travel package and also the cost of repatriation in the case of a journey abroad.


Art.8 Special agreements between the organizer and/or retailer and the consumer

At the time of the booking the Client may ask for special requests to be indicated as Special Conditions in the Travel package. These special requests will be part of an agreement between the Client and the retailer and shall be satisfied only if it is technically possible to do so. After the confirmation of the Travel package booking, any further amendment requested by the client or the retailer must be part of a written agreement between the two parties.


Art.9 Transfer of the Travel Package

In cases, whereby the consumer is prevented from utilising the package, he/she may transfer his/her booking, having first given the organizer or the retailer reasonable notice of his/her intentions before the date of departure, to another person who satisfies all the conditions applicable to the package. The third person must fulfil all the requirements required for the journey and the stay: passport, visa, and health formalities. The client transferring the package and the recipient of the transfer shall be jointly and equally liable to the organizer or retailer party for the payment of the balance due and for any additional costs arising from such a transfer.


Art.10 Withdraw – Cancellation

The consumer shall be entitled to withdraw from the contract without penalty under the following particular circumstances:

– Any significant alterations of the stipulated package and essential terms which were not accepted by the consumer. The consumer shall inform the organizer or the retailer of his decision within 2 working days of the date of the received amendment;

– A price increase exceeding 10% of the total amount. Should the organizer find that before the departure he is constrained to cancel the package, he shall notify the consumer as quickly as possible in order to enable him/her to act accordingly and in particular:

Should the organizer cancel the package before the agreed date of departure, the consumer shall be entitled:

– either to a substitute package of equivalent or higher quality where the organizer and/or retailer is able to offer him such a substitute. If the replacement package offered is of a lesser quality, the organizer shall refund the difference in price to the consumer;

– or to be refunded as soon as possible all sums he/she paid under the contract.

The consumer must warn the organiser or retailer in writing of his/her decision taken within 2 days of receiving the alternative proposals.

In such a case, he/she shall be entitled, if appropriate, to compensation from either the organizer or the retailer, whichever the relevant Member State`s law requires, for the failure to uphold the contract, except where:

(i) the cancellation is on the grounds that the number of persons enrolled for the package is less than the minimum number required and the consumer is informed of the cancellation, in writing, within the period indicated in the package description; or

(ii) cancellation, excluding overbooking, is due to reasons of force majeure, i.e. unusual and unforeseeable circumstances beyond the control of the party concerned, the consequences of which could not have been avoided even if all due care had been exercised.


Art.11 Penalties for the cancellation of the tourist package

If the Traveller intends to terminate the contract agreement, other than the cases listed in the previous point in Art. 11, the following penalties shall be applied, depending on the moment that the notice of cancellation is received – independently of the payment of the deposit referred to in Art. 6 – in addition to the subscription sum (which shall never be reimbursed): – 10% up to 30 days before the departure date; – 25% up to 21 days before the departure date; – 50% up to 11 days before the departure date; – 75% up to 4 days before the departure date; – 100% after this date. The Traveller shall not be reimbursed if he/she should be unable to travel due to any lack of personal documents necessary for foreign travel as indicated, or inaccuracies therein.


Art.12 Cancellation penalties for Hotel Only

Through MAMATOURS website the customer can also book single services, such as Hotel only, where the reservation is made as for third party Hotel. For this service, the cancellation penalties are as follow:

  • 0 – 4 days prior arrival Cost of the first night
  • 11 – 4 days prior arrival The cost of the first night or 50,00 Euro
  • less 1 week – 3 months prior arrival The cost of the first night or 25,00 Euro
  • less More than 3 months prior arrival no cancellation fee.

For any Change request about names, child’s age, or Arrival/Departure dates the administration fee is 15,00 euro. All the changes are related to availabilities. Any cancellation or amendment sent directly to the Hotel or any other accommodation property previously booked will not be accepted by MAMATOURS. Any cancellation change request has to be done through MAMATOURS website or sending a letter to MAMATOURS Italian offices. Penalties shown above are always applied, except for bookings that are subject to Special Conditions. By Special Conditions MAMATOURS means all bookings that are within a special event such as fair, congress, sport, exhibition etc., therefore Hotel will apply a surcharge on booking condition. 100% cancellation charges will apply to dates of stay falling within a Fair or exhibition period. For dates of stay within the same booking, not falling within the Fair period, our standard non-Fair period cancellation and amendment conditions will apply. Any changes or modifications for dates of stay falling within a Fair or exhibition period will be treated as cancellations and will incur charges as above.



Art.13 Penalties for the cancellation of only Apartments, Villas, Country Cottages, and Self Catering Apartments

Through the MAMATOURS website the consumer may also book single services such as apartments, villas, and country cottages, it being understood that the booking is received in the name and on the part of the third party accommodation organisation, negotiated both directly and/or through a broker. For this type of service the penalties for cancellation are as follows: If the client, for whatever reason, should cancel the rental contract he/she has the right to be reimbursed, with the exception the following penalties: – 15% of the entire sum, if the cancellation is made up to 60 days prior to beginning of the stay. – 25% between the 59th and the 45th day prior to the stay – 50% between the 44th and the 30th day prior to the stay – 90% between the 29th and the 1st day prior to the stay – 100% the same day as the stay is due to start or for a no show For every variation to the original booking, on condition that the property rented and the rental period remains the same, the client shall pay a penalty of €30.00. For every variation to the accommodation rented or to the rental period, the original booking must be cancelled and the client shall be charged the normal penalty for cancellation. All changes are subject to availability.


Art.14 Penalties for the cancellation of car rental reservations/car hire without driver

Through the MAMATOURS website the consumer may also book single services such as car hire only, it being understood that the booking is received in the name and on the part of the third-party car-hire company, negotiated both directly and/or through a broker. For this type of service, the penalties for cancellation are as follows: – 10% up to 11 days prior to the departure; – 25% up to 4 days prior to the departure; – The cost of one day’s hire after this date.


Art.15 Penalties for the cancellation of the flight only/air ticket

Through the MAMATOURS website the consumer may also book single services such as flight only, it being understood that the booking is received in the name and on the part of the third-party airline company. For this type of service, the penalties for cancellation are determined by the airline companies and their regulations regarding air fares, and concern both the companies who adhere to the IATA and those who do not. Therefore, the penalties for cancellation shall be displayed for each and every air ticket, and for each single airline company, and for each single air fare which is applied and/or is applicable relative to that precise instant.


Art.16 Changes after departure

After the departure, in the event that an essential part of the services stipulated in the contract should not prove performable, except in cases due to the consumer himself/herself, the Organiser shall provide adequate alternative solutions for the continuation of the planned trip without any additional charges to the consumer or shall reimburse the consumer up to the difference between the planned trip and the services actually provided, without prejudice to claims to compensation for greater damages that may be proven by the consumer: in the event that no alternative solution is possible or that the consumer refuses to accept the solutions with reasonable and just cause, the Organiser shall provide the consumer with an equivalent means of transport back to the place of departure or to another mutually agreed point, subject to availability of transport and seats thereon, and shall pay the consumer the difference between the services planned and those actually provided up until the moment of early return.

Art.17 Liability for personal injury

Damages for personal injury to the consumer arising out of any failure to perform or inadequate performance of the obligations assumed with the contract, in accordance with the provisions of Art. 94 of the Consumer Code, shall never exceed the limits established by the International Conventions thereon. The liability of the Organiser to the consumer for any damages sustained due to any failure to perform or inadequate performance of the contractual obligations is regulated by the laws and international conventions referred to in the previous article 2. Therefore, under no circumstances shall the liability of the Organiser, for whatever reason, exceed the limits relating to the damages in question as provided for under the aforementioned laws and conventions. The travel agent (Retailer), from whom the tourist package was booked, shall not be liable in any way for the obligations deriving from the organisation of the trip, but shall be liable exclusively for the obligations deriving from his/her capacity as intermediary and in any case only to the extent as provided for under the aforementioned laws and conventions. In any event, any liability of the Organiser and the retailer shall be excluded should the damages claimed by the consumer depend on causes attributable to the consumer himself/herself, or attributable to a third party extraneous to the provision of the services stated in the contract, or due to a fortuitous event or to exceptional circumstances (force majeure). Moreover, the Organiser shall not be held liable for any damages that are derived from the provision of services by extraneous third parties and that are not part of the tourist package, or that derive from initiatives taken by the consumer himself/herself during the course of the trip.

Art.18 Exemption of liability for personal injury and for other damages

Pursuant to art.96 of the Consumer Code, under no circumstances shall MAMATOURS be held liable for any personal injury and/or for other damages to the consumer due to failure to perform or inadequate performance of the obligations assumed with the contract of sale of the tourist package when these events are due to: (a) the behaviour of the consumer, or (b) unforeseeable or unavoidable acts of a third party, or (c) fortuitous events, or (d) events related to exceptional circumstances (force majeure), or lastly (e) any other circumstances or events which MAMATOURS, despite exercising all due care and professional diligence, would not reasonably have been able to foresee and/or remedy.

Art.19 Complaints and Claims

The consumer shall be held to notify the organiser without delay about any alleged failure to meet the contractual obligations so that MAMATOURS, their local representative, or the group leader may remedy such failures at their earliest opportunity. The onus to report any failure to meet the contractual obligations without delay is understood to be on the consumer so that MAMATOURS may perform their contractual obligations correctly: should any complaints fail to be made without delay, the consumer himself/herself may be considered partially liable. Moreover, the consumer, under penalty of forfeiture, must make any claim by sending a recorded delivery letter (with notification of receipt) to the organiser and to the retailer, within and not later than ten working days after returning to the point of departure.

Art.20 Obligations of the Participants

For the entire duration of the trip the participants are held to be in possession of a valid passport or of any other admissible ID document as may be required for entry, transit, and/or travel in all of the countries included in the planned itinerary, as well as any travel visas and permits, medical and health certificates that may be required. The personal documents are also required when boarding any domestic flight. Moreover, the Travellers shall be held to behave with all due care and diligence as well as to abide by the rules and recommendations given by the organiser and the provisions of the administrative rules and regulations governing the tourist package. The Travellers shall be liable for any damages sustained by the organiser due to any failure on the part of the former to meet the contractual obligations during the course of the trip. The Consumer is held to provide the organiser with all the documents, information and any other details in his/her possession which may be of use so that the organiser may exercise their right of subrogation towards third parties who may be liable for damages. The client shall be considered liable to the organiser for any damages the former should cause the to the latter’s right to subrogation. On making the booking the Client may ask for particular services, either additional or alternative, that shall be subject to specific agreements, should the performance of the same prove possible.

Art.21 Obligation to Assist

Pursuant to clause 2 of Art. 96 of the Consumer Code, the organiser is required to take all necessary measures to provide the consumer with his/her full and diligent assistance according to good practice exclusively in relation to the organiser’s own obligations by law and/or contract. The organiser shall not be liable to the client for any breach on the part of retailer of the retailer’s contractual obligations.

Art.22 Insurance

Pursuant to Art. 99 of the Consumer Code, MAMATOURSis covered by an insurance policy for civil liability. ONLY in the tourist package are further insurance guarantees included. Disclosure requirements under statute 16 of law n°. 269/98 Under Italian criminal law, anyone found guilty of any offence relating to the prostitution of minors and/or to pornographic activity involving minors is liable to serve a term of imprisonment, regardless of whether the offence is committed within the territory of the state or abroad.



Hotels Star ratings are used to symbolise the overall quality, level of service, food standard and range of facilities available in any given hotel property. The criteria applied within each country will vary depending on the specific requirements established by the relevant issuing body; however, the outlines below will give a general understanding of what can typically be expected within each category: (THESE RATINGS ARE FOR INFORMATIVE PURPOSES ONLY AND ARE NOT A GUARANTEE OR WARRANTY OF ANY KIND FROM MAMATOURS).

** Varying from small to medium sized properties offering more extensive facilities than in one star accommodation. Some rooms may be provided with en-suite facilities but this is not guaranteed.

*** Hotels will be of a size which enables them to offer a higher quality service and a wider range of facilities. Reception and public areas will be more spacious. All bedrooms should come with en-suite facilities and room service may be available.

**** At this level, there should be a noticeable difference in the quality of the furnishings, décor and equipment. Bedrooms are usually more spacious than those found in lower starred properties. Services such as porters, 24-hour room service, laundry and dry cleaning may be available.

***** These properties should provide spacious and luxurious accommodation throughout the hotel. Flawless attention to the guest`s requirements should be provided.





Flight information

For airport pick-ups, it is essential that we are given the correct flight number and arrival time, before departure. This can be done either online or by phone.

If this information is not available at the time of booking, please ensure that you give us these details at least 7 days prior to departure, either online or by phone. No responsibility can be accepted or compensation allowed for a failed rental due to the late provision of this information.

Driver’s age

If you are under 25 or over 65 years old please inform our reservation staff at the time of booking. Age restrictions may apply in certain destinations, and in some cases, there may be a young driver charge payable locally.

Period of rental

The duration of your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher, the price of which will be confirmed at time of booking and is calculated on the basis of 24-hour units. If you wish to extend the rental period after collection of the car, or if you return the car later than stated on your voucher, you will be charged locally at the local daily rate, which may be higher than our rates. No refunds are payable on cars returned early.

Special requests

Child seats: these are mandatory in most countries and must be requested at the time of booking. Although instructions will be provided, you will be required to fit the child seat yourself. For older children it is recommended that you take your own booster seats. If requested and confirmed at least 7 days prior to departure these will be guaranteed.

Roof racks and ski racks: these are available in some locations and should be specially requested at the time of booking. There is usually a charge for them which is payable locally. No guarantee can be made regarding their availability unless you book the `ski max` (where available).

Amendment charges

Amendments to a booking will be subject to a €25 amendment fee.

Delivery and collection to and from accommodation

Collection and delivery is normally to and from the airport or local office. In some locations deliveries and collections elsewhere are available during normal working hours. If you would like your car to be delivered and/or collected, the full address and delivery and/or collection time must be given at the time of booking. A charge for delivery and collection payable locally may apply and will be stated at the booking if applicable. Delivery and collection charges are included if you book `the max` as part of your rental (where available).Delivery and collection must be booked by phone and cannot be booked online at this time.

Charges outside working hours

In most locations flights may be met and cars supplied outside normal working hours. However, there may be an additional charge for this service payable locally. This will be quoted when your flight times are given to us. In the event that a flight is delayed, causing the car pick-up to fall outside normal working hours, the additional charge will be made locally, where the outside working hours service is available.

We can accept no further responsibility where there is no outside working hours facility available and it is therefore recommended that customers should purchase independent travel insurance.

Driving licence

Drivers must produce a full driving licence held for at least one year (or in some cases an international driving licence). Drivers with a new style licence must have all sections with them. In certain locations and for some car types, drivers must have held a full licence for a minimum of 2 years. It is the driver’s responsibility to ensure that he/she has the appropriate driving licence. Our reservations agent must be informed of any endorsements on the driver’s licence, as we may not be able to take your booking. No refunds will be given for rentals rejected due to the failure to produce a valid driving licence or due to non-disclosed endorsements. Faxed or photocopied licences are not acceptable.

Rental documents

The rental voucher must be presented when picking up your rental car. We cannot be held responsible for rentals rejected if a voucher is not presented. You should retain your rental documents and related receipts for a minimum of 28 days after returning home.

Additional drivers

Charges often apply for additional drivers and are payable locally on pick-up. We cannot be held responsible for any increase in charges. Please check online or with our reservations department at the time of booking.


Deposits vary from destination to destination. All customers will be required to leave a deposit to cover collision damage waiver excess, theft waiver excess (where applicable) and fuel. To do so, a valid credit card in the name of the main driver, must be produced upon collection of the car, as a form of deposit. Cash deposits are rarely accepted. Where a deposit for fuel is payable, it will usually be refunded if the car is returned with a full tank. If the tank is not returned full, our local car rental partner will charge for fuel at its current rate. They may also levy a refuelling charge. Please check the fuel policy when you pick up your car.

Deposits to cover potential damage are required in some countries. A major credit card can be used for this purpose.

Provision of cars

Our local car rental partner may refuse to provide a car to any customer who is, in their opinion, unfit to drive or does not meet with the eligibility requirements. In such circumstances, your contract with us will terminate immediately, and we shall no longer be liable to you and no refund shall be due.

Number of passengers

Our rental cars are insured for a maximum number of passengers. We cannot accept responsibility should the vehicle not be large enough to accommodate all the passengers and luggage on arrival if details were not supplied at the time of booking. In the interests of safety this number must not be exceeded and to do so will render the insurance null and void.

Driving restrictions

Restrictions are applicable when crossing country and state borders. Please consult our reservations department at the time of booking as to whether border crossing is permitted and what, if any, charges apply.

Collision Damage and Theft Waiver Exclusions and Damage Excess Waiver Product

Under most circumstances when you hire a car from us (see exclusions below) we can waive your liability to pay for any damage over and above a stipulated sum (referred to as the “excess”) caused to the vehicle during the period of hire. This waiver is subject only to the payment of a charge on your part, (unless you are informed that this is not applicable at the time of booking), whereby your liability for any damage will be limited to the cost of the ‘excess’. We call this contractual waiver “Collision Damage Waiver” or “CDW”. CDW is subject to certain exclusions which include, without exceptions, when damage is caused to windows/windscreens, wheels and tyres, the underside of the car roof, and also in cases when the vehicle is driven off-road or on un-tarmacked roads, or without due care and attention, negligently, or where the driver is under the influence of alcohol or other drugs. Your liability to pay for any damage will therefore not be waived in any of these circumstances and you may be liable for the full cost.

If you would like us to waive your liability to pay the ‘excess’ referred to above, you can purchase our damage excess waiver product (DEW). However, please note that even on purchasing this product you will still be required to compensate the car rental partner for any damage which falls into any of the exclusion categories indicated above.

The Theft Waiver (also known as Theft Protection) provides coverage for theft or attempted theft of the vehicle up to the full value of the vehicle and any loss that our car rental partner may incur. You are responsible for the ‘excess’ of each claim, which you will be required to pay as part of the overall ‘excess deposit’ (unless you are advised that this is not applicable at the time of booking). Your loss will be limited provided the vehicle is used and its keys returned in accordance with the terms and conditions of the rental agreement.

Damage excess waiver product (DEW)

On all bookings you will be required to leave a deposit to the value of any CDW ‘excess’ you may be required to pay if the vehicle is damaged during the period of hire (see the paragraphs dealing with CDW above). If the vehicle is damaged, the deposit will be retained and treated as payment of the ‘excess’. If, however, you have purchased our DEW product, your liability to pay the ‘excess’ will be waived and you may reclaim it, subject to our terms and conditions, by filling in an accident report form (supplied by our car rental partner) and sending a copy of it to us. Your liability to pay for damage to the vehicle will therefore be limited to the cost of the daily rate you pay for CDW and DEW.

DEW is not available in relation to prestige cars.

DEW (and CDW) do not apply in relation to damage to windows/windscreens, wheels and tyres, the underside and the roof, the interior of the car, towing charges, or cases where the vehicle is driven off-road or on un-tarmacked roads, or without due care and attention, negligently, or where the driver is under the influence of alcohol or other drugs. Your liability to pay the cost of the damage will therefore not be waived in these circumstances and you may be liable for the full cost.

In the event that keys are lost or damaged, you will be liable for the reasonable costs of obtaining a replacement, and further costs if directly related to the theft of the car.

DEW does not apply when taking four-wheel drive vehicles “off road” or on un-tarmacked roads. Your liability to pay the CDW ‘excess’ will therefore not be waived in these circumstances and you may be liable for the full ‘excess’.


All taxes are included except those on any extras purchased locally. e.g. one-way drop-off fees, child seats and additional drivers. We reserve the right to levy any government increases in local taxes that may be introduced after the printing of these terms and conditions. Any additional charges payable on arrival are subject to local taxes at the prevailing rate in that country.

Car type/Suitability

We are unable to guarantee a particular make, model or fuel type of car. The car shown on your voucher is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost).

If you have booked a prestige car, the specific car booked is guaranteed.

If it becomes impossible to provide your booked car due to breakdown or an accident, a similar or upgraded car will be provided.

If you are dissatisfied in any way with the standard of your booked car, you must advise our local car rental partner and us immediately in writing within 28 days of your return. Failure to do so may result in any claims not being accepted or settled.

Mechanical difficulties/accidents

In the event of any mechanical difficulties or accidents involving your car, it is important that details are reported to our local car rental partner within 24 hours. In the event of an accident you must also complete an accident report form by the end of the rental period. Local police should also be notified in the case of accidents and a signed police report obtained. Full details of third parties should also be obtained.

Our local car rental partner must give authority to repair or replace a vehicle. Their name and contact details are shown on your voucher and rental agreement. You should retain copies of all rental documentation in the event that an insurance company becomes involved. Your insurance cover may be invalidated if this procedure is not followed correctly and this may prejudice any claim for compensation. A check-in form must be signed on the return of the vehicle. Failure to do so may delay the investigation of disputes regarding damage ‘excess’ charges.



Children travelling free of charge might have not their meal included and will have to travel on an adult’s lap where there is no other seat available. Suppliers of sightseeing services have the right to deny a participant’s attendance if their behaviour is considered offensive towards the other passengers. Our suppliers are not responsible for valuables left on the vehicles provided. Meeting times at the hotel and the length of the service may change depending on the traffic conditions. If the pick up at every hotel is not guaranteed, there may also be other meeting points arranged.Suppliers may cancel or modify the sightseeing without notice. Tips are not included.

If a sightseeing trip is cancelled, the following alternative options will be provided for the client:

– Taking part in the sightseeing trip at an alternative time or date.

– Taking part in an alternative sightseeing trip

– Receiving a refund.



– Porter service is not included.

– Tips are not included.

– For services where you have luggage with you, it is your responsibility to ensure that the vehicle booked is large enough to accommodate all your luggage. If you bring extra luggage that cannot fit in the vehicle, you will need to cover any additional costs incurred in transferring your luggage.

– For services with starting points at airports, stations or ports, it is your responsibility to ensure that you wait for your Driver or Representative at the appointed meeting point as detailed on your voucher.

– Should you not be able to locate your Driver or Representative at the start of a service, it is your responsibility to call the relevant telephone number as shown on your Extra Information sheet before making alternative arrangements.

– For services beginning from the accommodation, please ensure that you are waiting at the appointed meeting point, as shown on your voucher, at least 5 minutes prior to your confirmed pick up time.

– Tailor-made sightseeing with a Driver and a Local Guide does not include any entrance fees. Local Guides may enter many attractions free of charge, but where you require your Guide to accompany you into an attraction, you may be asked to cover the Guide’s entrance fee as well as your own.

– Where available, tailor-made sightseeing may be conducted by a Driver providing the commentary whilst driving. You should note that although drivers are able to give commentary while driving, they may not be able to park the vehicle and accompany you inside specific attractions and they may not be permitted to conduct tours on foot, due to guide regulations. This option is therefore best suited to visitors looking for a panoramic city tour.

– Tailor-made sightseeing should be conducted within the city limits.

– You can expect your local guide of tailor-made sightseeing services to have a good overall knowledge of the city sights, however exceptionally in-depth commentaries on a particular attraction may not be available.

– Regarding transfers that include the services of a Driver who speaks either the local or a foreign language, the driver will not assist with the check-in at your accommodation nor at the airport, port or station unless stated in the extended description for that particular service.

– Regarding transfer services where a Local Representative is available only at the airport, they will escort you to your waiting driver who will conduct the rest of the service in your booked vehicle.

– When supplying us with details for the service you wish to book, it is your responsibility to ensure that all the details sent to us are correct.



Mamatours update FEB 2018