Booking terms and conditions
The Shepherd operates in compliance with the EU Package Travel Directive. All payments towards services that fall under this EU law are safeguarded with an insurance protection that guarantees you a refund in the unlikely event of insolvency.
These booking conditions govern all bookings made with Theshepherd.dk. Any booking made or order placed by a customer, whether through the company’s website or otherwise, shall be deemed an offer by the customer to purchase the relevant package or travel arrangement subject to these booking conditions. By submitting a booking, you warrant and confirm to us that you comply with these arrangements. No contract between the customer and The Shepherd shall come into existence until The Shepherd receives the payment and issues a confirmation invoice. The customer making the booking accepts these conditions on behalf of all members of their travel party and is responsible for payment due from the party in entirety.
Booking services with The Shepherd are only available to persons who are at least 18 years old. Additionally, individuals under the age of 18 on a The Shepherd tour must be accompanied by an adult.
The Shepherd operates in compliance with the EU General Data Protection Regulation (GDPR), a regulation in EU law on data protection and privacy for consumers.
- See more information at our Privacy & Data Protection Policy
At The Shepherd, we do our utmost to respond to requests and enquiries within 24 hours during weekdays within office hours between 8.00 am – 4.00 pm local time.
2. Payments
Accepted payment methods: The Shepherd accepts all major credit and debit cards.
Payments: The Shepherd requires the full amount at the time of booking. For further information, view the payment and cancellation terms.
Payment processing: Once payment has been received, we will email you a payment confirmation.
3. Cancellation
You, or any member of your group, may cancel your travel arrangements at any time before your arrival. You will find information regarding terms in section 4, Cancellation Terms.
Notification of cancellations: If you need to cancel, you should notify us by written email notification as soon as possible.
Cancellation at short notice: If you need to cancel at short notice (72 hours or less before arrival), you must email AND call us as soon as possible. Your email should be sent to cs@theshepherd.dk. You must then also confirm your cancellation verbally with a The Shepherd employee by calling our main phone contact: +45 93 888 305 within our office hours (see in term 1).
Extraordinary circumstances: If the package is cancelled by us due to extraordinary circumstances, you will pay no cancellation fees, and no extra compensation will be paid. Extraordinary circumstances may include but are not limited to, warfare, acts of terrorism, significant risks to human health such as the outbreak of severe disease at the tour destination, or natural disasters such as floods, earthquakes, volcanic eruptions, or weather conditions which make it impossible to travel safely to the tour destination. Further information about extraordinary circumstances can be found here: EU Package Travel Directive.
Rights of cancellation: We reserve the right to cancel confirmed bookings at any time. Exercise of this right could occur, for example, if minimum participation in a tour is not reached, if we are prevented from delivering the contracted services because of unavoidable and extraordinary circumstances. You will receive full refund to the credit card used to make the booking.
4. Cancellation Terms
Cancellation charges are as follows:
| Written Notice before tour start date | Charge |
|---|---|
| More than 20 days | 10% cancellation charge* |
| Less than 20 days but more than 7 days | 30% cancellation charge* |
| Less than 7 days but more than 72 hours | 50% cancellation charge* |
| Less than 72 hours | 100% cancellation charge* |
*The cancellation charge is a percentage of the total booking price
5. Validity of Prices
Price increase policy:
There will be no changes made in the price of confirmed bookings within 30 days of departure, nor will refunds be paid during this period.
Price errors policy:
How to change a booking: All booking change requests must be made via email by the person who submitted the original booking request. We will do our best to make the changes, but it may not always be possible. All changes are subject to availability.
Administration fee policies: Depending on how far in advance a tour package has been booked and when changes to a booking are requested, an administrative fee of 300 DKK may be charged to the credit card used for the original payment for each day/night of the itinerary that is modified. The Shepherd may waive administrative fees if changes are requested within 20 days of the booking date. Additional supplier costs may still apply depending on the changes requested. For bookings made within 60 days of arrival, changes can be made without incurring the administrative fee until services have been confirmed and the travel documents have been issued.
However, for bookings made 20 days or less before arrival, the administrative fee and any applicable supplier fees may be charged due to the short processing time.
Booking transfers: A booking may be transferred from one party to another, provided that the new party satisfies all the conditions applicable, upholds the terms and conditions of the booking and notifies us about the transfer no less than 7 days before departure. An administrative fee of 300 DKK will be charged for the transfer, and both parties must assume joint liability for this fee and any other costs that may be incurred by changes to the booking.
Non-transferable services: Please note that certain services may not be changed or transferred after they have been confirmed, and any alteration may incur a cancellation charge of up to 100% of that part of the services. We reserve the right to increase or change the administrative fees referred to above at any time.
Booking changes made by us: Occasionally, The Shepherd may have to make changes to your booking, and we reserve the right to do so at any time. In this unlikely event, you will be notified of the proposed changes without delay. If the changes are significant, such as alterations to a large part of the tour, or price increases exceeding 8% of the total cost, you will have the option to:
- accept the changes,
- accept an alternative tour (if available and offered by us), or
- get a full refund.
You will have a period of 10 days to accept or reject the changes. Please read any notification of changes carefully. If you don’t respond within the time frame given, your booking may be cancelled without refund.
Should you accept an alternative tour (option 2, above) and the new tour is of a lower value, we will refund you the price difference.
Should you reject the changes, you may cancel your tour, and you will be entitled to a full refund (option 3, above). If these changes were made because of unavoidable or extraordinary circumstances, you will not be entitled to other compensation.
If you have further questions to our Terms and Conditions please contact us by email: cs@theshepherd.dk