Terms & Conditions

Effective Date: 13/05/2025
Last Updated: 13/06/2025

These Terms & Conditions apply to all bookings made with SHEPEAKS LTD, a UK-registered company operating as an outbound tour operator. By booking with us, you confirm that you have read, understood, and agree to these Terms & Conditions.

SHEPEAKS LTD is a registered tour operator in the United Kingdom (16382793), listed with Companies House under SIC code 7912 (Tour Operator Activities). The company is incorporated with the Registrar of Companies for England and Wales.

1. Definitions
In these Terms & Conditions, the term “Client” refers to any person booking or participating in a trip. The terms “We”, “Us”, and “Our” refer to SHEPEAKS LTD. The term “Trip” refers to any tour, trek, expedition, or activity arranged by SHEPEAKS LTD. The term “Lead Traveller” refers to the person making the booking who is responsible for the full party’s contract.

2. Contract Formation
A binding contract between the Client and SHEPEAKS LTD is formed upon receipt of your booking confirmation email. The Lead Traveller is responsible for all persons named on the booking and confirms that all parties accept these Terms & Conditions, as well as all documentation provided, including itineraries, trip notes, and booking confirmations.

3. Package Travel Regulations 2018 (UK Law)
The combination of travel services offered by SHEPEAKS LTD constitutes a package under The Package Travel and Linked Travel Arrangements Regulations 2018. SHEPEAKS LTD is fully responsible for the proper performance of your package as a whole. Full details of your statutory rights can be found at www.legislation.gov.uk/uksi/2018/634/contents/made.

4. Financial Protection
All client monies are fully protected under UK consumer protection law through our membership with Protected Trust Services (PTS). Your payments are held in a secure client trust account, compliant with the Package Travel Regulations (2018) and are fully protected against financial failure. UK-resident clients benefit from full legal protection under the UK Package Travel Regulations. Non-UK residents may not have identical statutory protections but all payments remain financially protected under our PTS trust account. SHEPEAKS LTD does not sell flights and so therefore is not covered by ATOL.

5. Pricing, Currency & Exchange Rate Adjustments
All trip prices are quoted in GBP (£) and payments must be made in GBP. Prices are calculated based on exchange rates, supplier costs, and service rates available at the time of pricing. Many of our suppliers, including overseas partners, operate in foreign currencies such as US dollars or Euros. Therefore, our published prices may be subject to change in the event of significant currency fluctuations beyond our control. In accordance with The Package Travel Regulations 2018, we reserve the right to apply a surcharge to your final balance payment if, after booking, there are significant increases in costs relating to currency exchange rates, taxes, fees, or third-party supplier costs. We will absorb up to 2% of the total trip price; only increases exceeding this amount will be passed on to you. If any surcharge exceeds 8% of the total trip price, you will have the right to cancel your booking and receive a full refund of all monies paid, provided you notify us of your cancellation in writing within 14 days of being informed of the surcharge. Currency fluctuations will not result in a surcharge if your balance payment has already been paid in full at the time of the fluctuation. All bank charges, transaction fees, and conversion costs related to your payments are your responsibility.

6. Booking, Deposits, Payments & Cancellations
A deposit is required at the time of booking to secure your place. This deposit becomes fully nonrefundable after a 48-hour cooling-off period following issuance of your confirmation booking email. If you cancel more than 180 days before departure, you will forfeit the deposit only. If you cancel between 179 and 91 days before departure, 50% of the total trip cost is payable. If you cancel 90 days or fewer before departure, 100% of the total trip cost is payable. If your payments made at the time of cancellation are less than the applicable cancellation charge, you will be required to pay the remaining balance to meet the full cancellation charge. In some circumstances, if you cancel more than 90 days prior to departure, SHEPEAKS LTD may, at its sole discretion, allow you to transfer your deposit and any monies paid as a credit toward a future ShePeaks trip, valid for 18 months. This credit is not guaranteed and is evaluated on a case-by-case basis.

7. Group Size and Minimum Numbers
ShePeaks confirms trips as soon as the minimum number of participants required for the trip is reached. Clients are advised not to book any flights or additional travel arrangements until the trip is confirmed. If minimum numbers are not reached, we will cancel the trip no later than 90 days prior to departure. Clients will be offered either an alternative trip or a full refund of monies paid, ensuring sufficient time to book another trip or alternative arrangements. The majority of our trips reach minimum numbers early, allowing clients to secure the most favourable flight prices.

8. Trip Changes and Cancellations by Us
Adventure travel inherently involves flexibility. Itineraries may need to change for reasons of safety, weather, operational circumstances, or other factors outside of our control. Minor changes will not entitle you to any compensation. If significant changes occur (for example, major itinerary changes, accommodation downgrade, or trip cancellation), you will be offered either an alternative trip or full /part (as applicable) refund of monies paid. SHEPEAKS LTD will not be liable for indirect costs such as independently booked flights, hotels or other arrangements outside of the core package.

9. Insurance Requirements
All clients must hold comprehensive travel insurance appropriate for their destination and activities. This must include cancellation cover, medical expenses, emergency evacuation, helicopter rescue, repatriation, personal accident, and cover for any high-risk activities such as high-altitude trekking, ski touring, and cycling. Insurance must be arranged and evidence of cover provided prior to departure. Failure to provide proof of insurance may result in cancellation without refund. For full details, refer to our separate “Insure Your Trip” document.

10. Emergency Contact Information
Prior to departure, you must provide SHEPEAKS LTD with complete emergency contact details for at least one nominated next-of-kin or designated emergency contact person. This information will be securely stored and used solely for emergency purposes during your trip. Failure to provide this information may result in your booking being delayed or suspended until the required details are received.

11. Medical Fitness, Health Disclosures & Accessibility
You are responsible for ensuring you are medically and physically fit to join the trip. You must declare any pre-existing medical condition, injury, disability, or mental health condition that may affect your ability to participate. SHEPEAKS LTD welcomes all travellers and strives to be as inclusive as reasonably possible. We will review all accessibility needs on a case-by-case basis and will work with clients to reasonably accommodate any special requirements where safely feasible. Certain trips may not be suitable for individuals with particular conditions due to the remote nature of the destinations. We reserve the right to request a doctor’s certificate confirming your fitness to participate. You may be asked to complete a health questionnaire prior to departure.

12. Dietary Requirements and Allergies
We will make every reasonable effort to accommodate dietary restrictions or allergies where notified in advance. However, due to the nature of remote travel, we cannot guarantee that crosscontamination will not occur. You accept personal responsibility for managing any severe allergies.

13. SHEPEAKS LTD Contractual Responsibility
SHEPEAKS LTD’s contractual responsibility begins upon your arrival in the destination country on the official start date of your trip, as stated in your booking confirmation and itinerary. Our contractual responsibility ends at 23:59 local time on the final scheduled day of your trip as specified in your confirmed itinerary. Any independent arrangements or additional travel undertaken before the start date or after the end of the trip fall entirely outside of SHEPEAKS LTD’s contractual responsibility.

14. Risk Acknowledgement & Remote Locations
Adventure travel by its nature involves inherent risks and challenges, including but not limited to: remoteness from medical facilities, varying standards of hygiene, limited availability of evacuation options, unpredictable weather, challenging terrain, altitude sickness, illness, injury, discomfort, and inconvenience. By booking and participating in a SHEPEAKS LTD trip, you acknowledge and accept these risks and agree to assume full responsibility for your personal safety, property, and well-being while travelling.

15. Client Responsibility for Personal Equipment
You are responsible for the suitability, safety, and condition of any personal equipment you bring on the trip (such as trekking boots, clothing, sleeping bags, personal ski gear, cycling equipment, etc.). SHEPEAKS LTD is not liable for loss, theft, damage, or failure of personal equipment, nor for any accidents or injuries arising from unsuitable or faulty personal gear brought by the client. We recommend you check your travel insurance covers personal belongings and sports equipment where appropriate.

16. Limitation of Liability
SHEPEAKS LTD accepts responsibility for the proper performance of your travel arrangements in accordance with UK law. However, we are not liable for events caused by force majeure, acts of third parties unconnected with your booking, or your own negligence. Our total liability for nonpersonal injury claims shall not exceed three times the total cost of your booking. You are strongly advised to obtain full travel insurance to cover losses and personal belongings.

17. Force Majeure
We regret that we cannot accept liability or pay compensation where the performance of our contractual obligations is prevented or affected by circumstances amounting to force majeure. Force majeure includes war, riots, terrorism, pandemics, natural disasters, government restrictions, industrial disputes, adverse weather, or other unforeseeable events beyond our control.

18. Supplier Insurance & Compliance
SHEPEAKS LTD requires all suppliers and subcontractors to hold adequate and valid insurance appropriate to the services they deliver, including (where available and applicable) public liability, professional indemnity, motor vehicle insurance, and employer’s liability insurance. In cases where local insurance markets do not provide such coverage (for example, in remote or developing regions), suppliers must confirm this in writing, and alternative risk management protocols will be applied to ensure guest safety, including guide qualifications, emergency procedures, and appropriate safety equipment.

19. Supplier Contracts
SHEPEAKS LTD works with carefully selected local suppliers, service providers, accommodation operators, guides, and subcontractors to deliver elements of your trip. These suppliers operate under contractual agreements with SHEPEAKS LTD and are obligated to maintain standards of safety, service, and compliance suitable to the destination and nature of the activities offered. However, all suppliers remain independent contractors, and their services are subject to the terms and conditions of their individual contracts.

20. Accommodation Safety
While SHEPEAKS LTD takes reasonable care to ensure that accommodation used on its trips meets acceptable safety and hygiene standards, you acknowledge that safety standards may not match those found in the UK or your home country, particularly in remote or developing destinations. You are advised to take reasonable personal care and precaution throughout your trip, including when using accommodation facilities such as swimming pools, balconies, electrical outlets, staircases, or temporary structures.

21. Behaviour, Conduct and Tour Leader Authority
You must at all times conduct yourself in a respectful manner and comply with instructions given by your guides or trip leaders. We reserve the right to remove any client whose behaviour jeopardises the safety, wellbeing, or enjoyment of other participants, or who engages in illegal, dangerous, or disruptive behaviour. In such cases, you will not be entitled to any refund or compensation, and any additional costs incurred as a result of your removal will be your responsibility.

22. Alcohol & Substance Use Policy
Due to the nature of our itineraries, alcohol consumption is restricted in certain situations such as prior to high-altitude trekking or physically demanding days. You are expected to respect these policies. The use of illegal substances is strictly prohibited.

23. Flights Disclaimer
SHEPEAKS LTD does not sell or include flights as part of your holiday package. You are strongly advised not to book any non-refundable flights or travel arrangements until you have received written confirmation that your trip is a guaranteed departure. SHEPEAKS LTD accepts no liability for costs incurred as a result of flight bookings made prior to trip confirmation.

24. Passports, Visas and Health Formalities
It is your responsibility to ensure that you have a valid passport with sufficient validity for your trip, and any necessary visas, permits, or vaccinations as required by your destination country. You should consult your own government’s travel advice service and relevant embassies well in advance of travel.

25. Privacy & Data Protection
SHEPEAKS LTD collects and processes your personal data in accordance with UK data protection law (GDPR). Full details can be found in our separate Privacy Policy. By booking with us, you consent to the collection, secure storage, and necessary sharing of your personal information with our suppliers solely for the purposes of administering your booking and ensuring your safety.

26. Photography & Media
Photographs or video footage may be taken during your trip for marketing purposes. Unless you notify us in writing before departure, you consent to the use of such images for SHEPEAKS LTD promotional purposes.

27. COVID-19 & Infectious Diseases
You are responsible for complying with all COVID-19 or other infectious disease regulations or health checks required for your travel. SHEPEAKS LTD will not be liable for any additional costs, cancellations, or disruptions arising from positive tests, quarantine requirements, or changing regulations before or during your trip.

28. Gender Participation Policy (Single-Sex Exemption – UK Equality Act 2010)
SHEPEAKS LTD specializes in providing female-led and female-focused trips. In order to preserve the unique character, safety, comfort, privacy, and intended experience of our groups, participation on our trips is restricted to individuals whose legal sex is recorded as female on their valid passport or official travel document at the time of booking and travel. This policy operates in accordance with the single-sex service exemptions permitted under the UK Equality Act 2010. If you have any questions regarding eligibility or require clarification prior to booking, please contact us directly before confirming your reservation.

29. Complaints
If you experience any issues during your trip, you must notify your ShePeaks guide or trip leader immediately so that we may attempt to resolve the matter on the spot. If your complaint is not resolved locally, you must submit your complaint in writing to SHEPEAKS LTD within 14 days of the trip’s end date.

30. Property Damage /Client Responsibility
Clients are responsible for any damage they cause to property, accommodation, vehicles, or equipment provided as part of the trip. You agree to reimburse SHEPEAKS LTD or any third-party supplier in full for any costs arising from such damage caused by you or any member of your party, whether accidental or intentional. Failure to reimburse such costs may result in removal from the trip without refund.

31. Optional Activities & Excursions Limited
Certain activities or excursions may be offered during your trip that are not included in your SHEPEAKS LTD package but may be arranged directly by local suppliers or third parties. SHEPEAKS LTD has no involvement, control, or liability over such arrangements. These optional activities do not form part of your contract with SHEPEAKS LTD, and any participation is at your sole discretion and risk. You must satisfy yourself as to the suitability, safety standards, and insurance of any such independent activities prior to participation.

32. Client Withdrawal/ Inability to Complete Trip
Should you voluntarily withdraw from the trip, be unable to continue due to illness, injury, lack of fitness, personal choice, homesickness, failure to meet physical requirements, or any other reason, no refunds will be issued for any unused portion of the trip. Any additional costs incurred due to early departure, including evacuation, medical care, additional accommodation, meals, or transport are your sole responsibility and may be recoverable under your personal travel insurance policy, subject to the policy’s terms. Your guides and SHEPEAKS LTD reserve the right to remove you from the trip if your continued participation poses a risk to your own health and safety or that of the group. In such circumstances, no refund will be given for unused services.

33. Denied Boarding / EU Flight Regulations
SHEPEAKS LTD does not sell or include flights in its packages. As such, EU Regulation 261/2004 relating to denied boarding, flight delays, or cancellations is not applicable. All responsibility for flight arrangements, delays, or cancellations rests solely with the airline or travel provider with whom you have contracted directly.

34. Governing Law
These Terms & Conditions and any disputes arising from them are governed by the law of England and Wales (or Scotland/Northern Ireland where applicable).