The general terms and conditions below apply to all trips and services offered by Cold Ember B.V., a travel organization specializing in adventure travel. By booking a trip with us, you agree to these conditions. Therefore, please read this information carefully.
• Formation of the agreement: A travel booking is established at the moment we have received your registration and down payment and confirm this in writing via email. From that moment on, the booking is binding for both parties.
• Down payment: Upon booking, a fixed down payment of €450 per person is required (unless stated otherwise for specific trips). Your reservation is only final after receipt of this down payment. You will receive a booking confirmation and invoice after payment.
• Remaining payment: The remaining amount of the travel sum is paid in two installments. The first 50% of the travel sum (minus the down payment) must be received by us no later than 3 months (90 days) before departure. The remaining 50% of the travel sum must be paid no later than 1 month (30 days) before departure. You will receive a timely reminder for these payments.
• Late payment: In the event of late (full) payment, we reserve the right to cancel the trip. In that case, cancellation costs may be charged in accordance with the cancellation policy (see below). Any additional costs (such as reminder or collection costs) may also be charged to the traveler if deadlines are not met. Cancellation by the Traveler
• Cancellation before departure: If you need to cancel the trip, you must notify Cold Ember in writing or by email as soon as possible. The date of receipt by us serves as the cancellation date. In case of cancellation by the traveler, we charge the following cancellation costs: o Up to 90 days before departure: the down payment (€450) applies as cancellation costs (is not refunded). o Between 90 days and 30 days before departure: 50% of the total travel sum. (If you have already paid more than 50%, the excess will be refunded; if you have paid less, the amount will be topped up to 50% and charged) . o Within 30 days before departure: 100% of the travel sum. No refund will take place.
• Cancellation before departure: If you need to cancel the trip, you must notify Cold Ember in writing or by email as soon as possible. The date of receipt by us serves as the cancellation date. In case of cancellation by the traveler, we charge the following cancellation costs:
o Up to 90 days before departure: the down payment (€450) applies as cancellation costs (is not refunded).
o Between 90 days and 30 days before departure: 50% of the total travel sum. (If you have already paid more than 50%, the excess will be refunded; if you have paid less, the amount will be topped up to 50% and charged) .
o Within 30 days before departure: 100% of the travel sum. No refund will take place.
• Partial cancellation: If one traveler within a joint booking cancels, the above costs may apply to that person. Any price increases for the remaining travelers (e.g., single supplement) will be borne by the remaining travelers.
• Changes by the traveler: Changing an already booked trip (e.g., different departure date or different travel arrangement) is considered a cancellation and new booking, unless agreed otherwise. The cancellation conditions therefore apply. Small name or address changes can be made free of charge, provided this causes no external costs (e.g., flight ticket name changes could incur costs, which we would then pass on).
• Minimum number of participants: Our adventure group trips require a minimum number of participants. Cold Ember reserves the right to cancel a trip if the minimum number of participants is not achieved. In such a case, we will inform you no later than 4 weeks before the planned departure date. In case of cancellation by us, you have the choice between: rebooking to an alternative trip/dates or a full refund of the travel sum already paid. We are not liable for any additional costs you have incurred outside of the travel sum (such as individually arranged transport or vaccinations), so preferably wait with definitively booking your own arrangements until the trip is guaranteed to proceed.
• Force majeure / Unforeseen circumstances: Cold Ember may cancel or adapt the trip in exceptional cases due to force majeure situations, such as natural or weather conditions, political unrest, epidemics/pandemics, or other events beyond our control. In case of cancellation before departure due to force majeure, we will make a reasonable arrangement (e.g., rebooking or voucher, or (partial) refund if legally required). In case of necessary adjustments during the trip (e.g., route changes for safety reasons), the traveler is not entitled to compensation, provided the essential part of the contracted services is delivered. We will always do our best to offer an equivalent alternative.
• Program changes: Adventure travel requires flexibility. Travel programs provided before departure are subject to change. Cold Ember reserves the right to adjust the itinerary or certain facilities if the situation requires it (e.g., changed local circumstances, availability of activities, safety). Such changes do not entitle the traveler to cost-free cancellation, provided the character of the trip is maintained. Any substantial changes will be communicated before departure.
• Travel documents: The traveler is responsible for possessing valid travel documents (passport valid for a sufficient period, required visas) and complying with any health regulations (such as mandatory vaccinations or COVID-19 guidelines) of the destination country. Cold Ember can provide general information about required documents, but the responsibility lies with the traveler themselves. Costs for visas, passports, vaccinations, etc., are for your own account. If you cannot (fully) participate in the trip due to missing or incorrect papers, that is your own responsibility; in that case, there is no right to a refund.
• Health and fitness: Our trips are adventurous in nature and may require physical exertion (think of mountain treks, long travel days, or staying in primitive conditions). You should ask yourself whether you are in sufficient health to participate. Any relevant medical details (e.g., chronic conditions, mobility restrictions, medication use) must be communicated to us before booking, so that we can assess whether adjustments are necessary or possible. Cold Ember reserves the right to exclude a participant from (parts of) the trip if their physical or mental condition poses a danger to themselves or the group. Costs arising from this (e.g., early return journey) are for the traveler themselves.
• Behavior and following instructions: All participants are expected to follow the instructions of tour leaders and local guides, partly from a safety perspective. Respect for local culture, nature, and fellow travelers is paramount. If someone causes such nuisance or danger that the proper execution of the trip or the safety of the group is compromised, the tour leadership can exclude that person from further participation. All resulting costs are for the account of the participant concerned, and no refund of the travel sum will be made for missed travel components.
• Own risk: Participation in Cold Ember trips is entirely at your own risk. Our trips have an adventurous character and often go off the beaten track. By participating, you acknowledge and accept that Cold Ember is not liable for any damage, injury, accident, death, or loss of possessions resulting from your participation in the trip and the activities that are part of the program. We do everything possible to make the trip run safely, but ultimately part of the responsibility lies with you as a traveler in an adventurous environment.
• Limitation of organization liability: Cold Ember accepts liability for direct damage resulting from an attributable shortcoming in the execution of the agreement, but limited to a maximum of once the travel sum. Liability for indirect or consequential damage is excluded. We are not responsible for acts or omissions of external service providers (such as airlines, local operators) or for circumstances beyond our control (force majeure, see above).
• Loss/Theft: You are responsible for your personal belongings during the trip. Watch your luggage and valuables closely. Cold Ember is not liable for loss, theft, or damage to personal belongings during the trip, unless this is directly due to our intent or gross negligence. It is advisable to take out travel insurance with luggage coverage (see Insurance
• Travel sum and what is included: The stated travel sum refers to the land arrangement of the relevant trip. This generally includes: all local transport during the trip (e.g., transfers, domestic flights if explicitly mentioned, jeep/boat trips etc.), overnight stays, mentioned meals, activities/excursions stated as included in the program, guidance by guide/tour leader, and possibly entrance fees or permit costs as stated. For every trip, we will clearly communicate which components are included.
• Not included: Unless expressly stated otherwise, international flights are not included in the travel sum. Also not standardly included are, for example: travel and cancellation insurances, visas and border documents, inoculations/vaccinations, personal expenses (souvenirs, snacks, drinks outside of meals, laundry costs, telephone, etc.), optional excursions or extensions not in the basic program, tips for guides/drivers, and (local) levies such as tourist tax or border fees (if applicable). Meals not explicitly listed as included are also for your own account. In the travel description and pre-trip info pack, you will receive a clear overview per trip of the included services and additional expected costs.
• Flights: Since our customers can come from different countries and often have their own preference for flights, we do not arrange international flights with the standard booking. You must book your flight to the destination yourself. Of course, we can advise on suitable arrival and departure times or propose a group f light upon request, but ultimately you are free in this. Any delays or cancellations of your own flights fall outside the responsibility of Cold Ember. Ensure you arrive with sufficient margin before the start of the trip.
• Complaints procedure: Should you experience a complaint or problem during the trip, report this immediately to the tour leader or local partner so that a solution can be sought on the spot. Many problems can be solved in the moment, but we need to know about them. If your complaint is not satisfactorily resolved, you can submit it in writing to our customer service no later than 14 days after the end of the trip, stating your booking number and all relevant details. We will investigate your complaint carefully and respond substantively within a reasonable period. Complaints made known only after the fact without the tour leadership having been informed may complicate the assessment and possibility of rectification.
• Applicable law: Dutch law applies to the travel agreement and these conditions. Any disputes that cannot be settled amicably may be submitted to a competent court in the Netherlands. Cold Ember is not (yet) affiliated with ANVR or SGR; therefore, dispute resolution takes place via the regular court. Naturally, we hope this will never be necessary and we will endeavor to reach a solution in good consultation in case of disagreement.
• Subject to change: Obvious errors and mistakes in offers, brochures, or on the website do not bind us. We reserve the right to implement small changes in travel details, prices (in case of evident errors), or conditions, provided these are communicated to you before booking. After an agreement has been concluded, we only adjust conditions in consultation or if regulations necessitate this. (Version: Cold Ember General Terms and Conditions, valid from 21/08/2025. In case of any differences in interpretation between language versions of these conditions, the Dutch text prevails.)
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