Useful Information

Terms and Conditions

This information can be useful when traveling to this beautiful country

These Booking Conditions, together with our Privacy Policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Forgotten Lands (we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons named on the Booking Form or any other person to whom a booking is added or transferred.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

He/she has read these terms and conditions and has the authority to and does agree to be bound by them;

He/she consents to our use of information in accordance with our Privacy Policy; He/she is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.

We endeavour to ensure that all the information and prices both on our website and in our literature are accurate; however occasionally changes and errors occur, and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed. In the unlikely event of a pricing error, you will be notified as soon as possible and offered the option to pay the confirmed price difference or cancel your booking with a full refund.

Passports must be valid for at least 6 months from the date of travel.

Non-British passport holders (for entry into Israel)must have permanent residency, work permit, student visa or settlement visa and must have six remaining months validity on their visa. All passport must be digital (manual passports are not accepted). Special restrictions may apply to passports of certain countries. Please check the Israeli embassy website.

We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

UK nationals (holding a british passport) are issued an entry permit (subject to Israeli immigration rules) on arrival into Tel Aviv.

Entry into Israel is at the discretion of the Israeli authorities and in the case that entry is denied, we cannot be held responsible for any consequential losses. Under such circumstances we cannot offer any refunds.

If you are not a UK citizen, please check entry requirements prior to booking. This is your responsibility.

Visas are granted on arrival into Jordan.

The visa cost is included in the package price.

If you are refused entry into Jordan, we cannot be held responsible for any consequential losses.

Under such circumstances we cannot offer any refunds.

If you are not a UK citizen, please check entry requirements prior to booking. This is your responsibility.

Visas are applied for before departing the UK.

The visa cost is included in your package.

If you are refused entry into Saudi Arabia, we cannot be held responsible for any consequential losses. Under such circumstances we cannot offer any refunds.

If you are not a UK citizen, please check entry requirements prior to booking. This is your responsibility.

Delays at Israeli immigration are common practice. Often these are for several hours.

As delays at Tel Aviv and Allenby Bridge crossing are inevitable, you are advised to take food, drinks and any other essentials in your hand luggage (subject to permitted articles).

We shall only wait a maximum of 3 hours for you to clear immigration control. Thereafter, if granted entry you will have to catch a private taxi. You will be responsible for this cost.

All persons travelling with us are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other travellers. You must not collect any charity funds and you must not be involved in any political activity or protests. You must comply with all customs regulations. If in our opinion or in the opinion of any of our suppliers, representatives, agents or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to other travellers, or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately.

In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately, and you will be responsible for making your own way home. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made, and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions, and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the supplier concerned prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

We are not responsible for excessive, loss or damaged luggage, or for any personal belongings including cash, passports, phones and bank cards etc carried by You. It is your complete responsibility throughout your journey. This includes air transfers, coach travel etc. We will not take any responsibility for safeguarding the property of individuals at any time during their journey nor for any loss or damage of any property.

You must adhere to luggage restrictions imposed by the airline. We will inform you of these restrictions.

Please ensure you obtain adequate travel insurance. Travel insurance is not included as part of your package and it remains your responsibility to purchase travel insurance separately.You must be satisfied this covers all your travel needs, including, but not limited to, cancellation charges, medical expenses, pre-existing medical conditions, repatriation in the event of accident or illness. If you choose to travel without insurance or with inadequate travel insurance,you do so entirely at your own risk and we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

Any special requests must be advised to us at the time of booking e.g. diet, allergies, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your booking confirmation or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed in writing. We do not accept bookings that are conditional upon any special request being met.

Please notify us of any mobility issues you have. The Old City of Jerusalem has many steps and winding streets.

Taxis are not available in the Old City (from Hashimi to Al Aqsa).

Persons in wheelchairs may find the streets of the Old City challenging.

We will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full written details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. In the event that we do not feel we or our suppliers can accommodate the necessary requirements for your benefit, we must reserve the right to decline or cancel your booking and charge the appropriate cancellation fee applicable (if your requirements are advised after you have confirmed your booking). In order to avoid any unnecessary charges, it is therefore imperative that you advise us of any specific mobility or medical requirements prior to confirming your booking with us. We cannot accept any responsibility if you fail to advise us of your requirements and it transpires that you are unable to participate, or you have been unable to travel as a result.

All payments, whether in part or whole are non-transferable and non-refundable.

The price of the Services will be as set out in the booking confirmation. Prices of unsold Services are liable to change at any time, but price of your confirmed Services will not change except where we have to correct errors (which we reserve the right to do subject to you agreeing to pay any price difference or in the alternative accepting a full refund) or where we have to enforce a surcharge as specified below.

You will pay us for the Services as advertised. If you do not make any payment due to us by the due date for payment, we reserve the right to cancel your arrangements. Any monies paid will not be refunded unless cancellation takes place 16 weeks before departure. Any refunds will be subject to cancellation terms of third-party suppliers including visa providers, airlines, hotels and ground transport companies.

In the event of cancellation visa fees are non-transferable and non-refundable.

If you wish to change any part of your booking arrangements after your deposit has been paid, you must inform us in writing as soon as possible. This should be done by the lead passenger on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change.

Where we can meet a request, all changes will be subject to payment of an administration fee of £50 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made, and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you.

All monies paid are non-refundable and non-transferable.

It is unlikely that we will have to make any amendments to your travel plans. However, should the need arise we reserve the right to do so.

If a minimum number of passengers required to make up a group booking isn’t reached, we may have to cancel the tour. We cannot meet any expenses or losses you may incur as a result of a change or cancellation.

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us.Cancellation must be notified by both email and written notice to our trading address. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below (the cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums, non-refundable supplier charges and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling):

i. More than 90 days before the date of departure: 40% of the package price plus loss of deposit and any non-refundable supplier charges.
ii. 61-89 days before the date of departure 60% of the package price plus loss of deposits and any non-refundable supplier charges;
iii. 0-60 days before the date of departure 100% of the package cost and any non-refundable supplier charges.

Please note that once visas have been issued, no refunds can be issued in the event you cancel your arrangements.

We will deduct the cancellation charge(s) from any monies you have already paid to us.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

These terms and conditions are governed by English law. Any dispute so arising will be dealt with in the English courts.

We will only use the personal information you provide to us to provide the Services, or to inform you about similar services which we or associated companies provide, unless you tell us that you do not want to receive this information. For further information about how we use your data please refer to our Privacy Policy.

During our trip; photography, video and audio recording will occur. By joining our group, you consent to interview(s), photography, audio recording, video recording and its/their release, publication, exhibition, or reproduction to be used for news, web casts, promotional purposes, telecasts, advertising, inclusion on web sites, or for any other purpose(s) that we, our partners, affiliates and/or representatives deems fit to use.

You release us, our officers and employees, and each and all persons involved from any liability connected with the taking, recording, digitizing, or publication of interviews, photographs, computer images, video and/or or sound recordings.

By joining our group, you waive all rights you may have to any claims for payment or royalties in connection with any exhibition, streaming, web-casting, televising, or other publication of these materials, regardless of the purpose or sponsoring of such exhibiting, broadcasting, web-casting or other publication irrespective of whether a fee for admission or sponsorship is charged. You also waive any right to inspect or approve any photo, video, or audio recording taken by us or the person or entity designated to do so by us. You have been fully informed of your consent, waiver of liability, and release before joining our group.

We will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care foresee or avoid. These include any act, event, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following: war, (whether declared or not) or threat or preparation for war; terrorist attack or threat of terrorist attack, Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or impossibility of the use of public or private telecommunications networks. Advice from the Foreign Office to avoid or leave a particular country , civil strife, terrorist activity and its consequences, or the threat of such activity, riot, the act of any government or other national or local authority, including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and similar events outside our or the supplier(s) concerned control. Advice by the Foreign Office to avoid or leave a particular country may constitute Force Majeure.

All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay, you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels, and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLcertificate.

You are responsible for making yourself aware of FCO advice warnings regarding the safety of the countries and areas in which you will be travelling and to make your decisions accordingly.

If you have a complaint about your arrangements,whilst you are away, you must immediately notify the group leader. If they are unable to resolve the problem immediately, and a member of our staff is not available, you should contact us straight away and we will endeavour to assist. If you do not give us the opportunity to resolve any problem locally by reporting it to the supplier, or informing us, then we may not be able to deal positively with any complaint on your return.

If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our registered office within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint and will affect your rights under this contract.