Contractual Information

The terms and conditions set out below govern access to and use of the website at www.shore2shoretours.com/ (hereinafter, the Website), owned by CALIMA SHORE TRAVEL, S.L., as well as the provision of the services offered on the Website. The user expressly and unreservedly accepts all the general conditions published here on the Website and acknowledges having read them.

1. The information on the Website is intended to offer services and inform users about them; however, some information may contain errors. The photographs on the Website do not necessarily depict places visited as part of the services booked by the user.

2. Copying, reproducing or distributing, by any means, the content of the Website or the services offered on it is strictly prohibited without the express consent of Shore2Shore, its owner.

3. To provide users with information, Shore2Shore includes links to other websites of interest on its Website. Under no circumstances, however, shall Shore2Shore be liable for any inconvenience that those other websites may cause users.

4. The user is solely responsible for complying with the laws of each port and country, particularly with regard to identification documents. The website of the Ministry of Foreign Affairs provides this information. The user is also directly responsible for the proper use of and respect for all the human and material resources required to provide the service (coaches, guides, headsets, etc.). If a headset is not returned or is returned damaged, a charge of €100.00 will be made for each headset.

5. Shore2Shore, its guides and transport providers are obliged to comply with the legislation in force in each country, including tourism, transport and safety laws and any other laws affecting the services booked by users. Accordingly, if subsequent legislative changes affect the itinerary or duration, or make it necessary to modify the service booked by the user, the user will be informed by any available means.

6. Passengers are responsible for providing accurate and truthful information when making reservations. Shore2Shore accepts no responsibility for incorrect or incomplete information and reserves the right to reject reservations containing information that does not meet the requirements. Any difference between the age declared and the actual age on the date of the service that results in an additional amount payable for admission to sites and monuments must be paid by the passenger. All passengers requesting a reduced-price or free admission ticket when booking must provide supporting documentation at the entrance. If they do not have proof of eligibility for the reduction, they must make their own way to the ticket office and purchase a new ticket at the standard rate, subsequently rejoining the group inside the venue. The guide is not authorised to leave the rest of the group to handle these arrangements, and no refund will be given for the ticket previously paid for through SHORE2SHORE. The description of the booked tour specifies, among other things, its level of difficulty and physical demands. The user therefore acknowledges having been informed of these matters and may not claim a refund of the price paid on these grounds.

It is also the customer's responsibility to obtain information about, and arrange, the documents required for disembarkation and subsequent entry at each port. Shore2Shore shall not be responsible for any disagreement with local authorities that prevents the tour from taking place for this reason, and no partial or full refund of the booked tour will be made; the customer will be considered a no-show.

6.1. If customers book an excursion for the first day (embarkation) or last day (disembarkation) of their cruise, they are responsible for checking that the tour schedule is compatible with their cruise arrangements (such as embarkation or disembarkation times or transfers organised by the cruise line). If customers fail to verify this information and cannot take the tour because of a scheduling conflict, Shore2Shore shall not be responsible for the tour not taking place. Accordingly, if the customer cancels the booking, Shore2Shore's general cancellation policy will apply. Furthermore, if the excursion takes place on disembarkation day, customers must state this when booking and indicate whether they will be bringing luggage, as Shore2Shore must confirm in advance whether the service can be provided under those conditions.

6.2. The coaches are not adapted to transport rigid-frame wheelchairs. In addition, staff are not authorised to physically assist passengers in boarding the coach if they are unable to do so independently.

7. Should an urgent matter arise during the provision of the booked service (a change of berth, a timetable change or a possible cancellation of the port call), Shore2Shore staff will communicate it as soon as possible by telephone call, SMS or email. Users must keep the contact telephone number previously provided operational so that Shore2Shore can inform them of any issues. The telephone must be operational and roaming must be enabled for excursions outside Spain. Shore2Shore is exempt from liability if telephone networks are unavailable on board and will not accept complaints from customers who were not informed of any changes that arose.

7.1. If the ship does not reach the port of call for any reason, if the cruise arrives late in port and no alternative excursion can be arranged, or if force majeure or circumstances entirely beyond Shore2Shore's control make it impossible for us to provide the booked service, you may purchase the S2SPlus+ refundable rate:

Adding the optional “S2SPlus+ Refundable Rate” supplement to excursions guarantees a refund of 100% of the amount paid in the following cases:

• The cruise ship does not reach the port of call for any reason.
• The cruise ship arrives late in port and/or no alternative excursion can be adapted to the circumstances.
• Force majeure or circumstances entirely beyond Shore2Shore's control make it impossible for us to provide the booked service.

This supplement does not apply:

If the customer fails to attend the excursion or arrives individually late at the meeting point for any reason.

This supplement may be added to reservations up to the day before the ship departs. It applies to the circumstances listed above once the cruise has begun. It IS NOT travel/cancellation insurance; therefore, if the customer cancels a reservation, Shore2Shore's general cancellation policy will apply.

The cost of this service is €3 per person per excursion.

THIS SERVICE IS NOT AVAILABLE FOR THE DHOW CRUISE AND DOLPHIN WATCHING IN KHOR SHAM FJORD OR THE 4X4 DESERT SAFARI, and does not apply to NORTH CAPE TICKETS or POLARIA MUSEUM TICKETS in TROMSØ. As these are provided by companies external to SHORE2SHORE, different cancellation policies apply.

7.2. Shore2Shore will not call passengers who fail to appear at the meeting point at the specified time. The telephone number provided by Shore2Shore on your voucher is intended solely for assistance in the port on the day of your excursion, and assistance is provided exclusively by telephone call; text messages will not be answered. For any other enquiries during your cruise, please contact our office on 00 34 928515352 or by email at info@shore2shore.es.

The assistance number will be operational from half an hour before the service begins until it ends. If you require assistance on the day of your service, you must call this number before the scheduled departure time. Complaints made through calls placed after the departure time stated on the voucher will not be considered. The maximum waiting time is determined by the port authorities, not by Shore2Shore staff, and may vary from port to port. Failure to appear at the agreed time or at the meeting point indicated on the voucher will be considered a unilateral breach of this contract, and passengers will therefore not be entitled to request a refund of the amount paid for the service booked here.

Shore2Shore will not offer passengers who fail to arrive at the meeting point on time the option of rejoining the group later.

8. Shore2Shore reserves the right to change the duration, itinerary or timetable of the booked service where justified circumstances arise, including force majeure, adverse weather conditions, widespread delays among users, the passengers' express agreement to delay the start of the service, logistical or operational requirements, or delays in the ship's arrival.

Likewise, in the event of last-minute changes of berth or an early departure of the ship, Shore2Shore may bring forward the service timetable. In such situations, the company will notify passengers of the new time as far in advance as possible, using all available contact methods (telephone call, SMS or email).

8.1. Last-minute reservations for excursions that are no longer publicly available on the Shore2Shore website will not qualify for any discount and will incur an administration fee of €5 per person.

9. Shore2Shore is fully exempt from any liability:

1. If force majeure or circumstances entirely beyond Shore2Shore's control make it impossible to provide the booked service.
2. For the loss, damage or misplacement of the customer's personal belongings during the provision of the booked service, without prejudice to any criminal liability that may arise from individual actions. Furthermore, Shore2Shore will not undertake any procedures or arrangements, on its own behalf or on behalf of the customer, to locate or recover lost items.
3. For activities undertaken by passengers during free time granted by our guide.

9.1. If, as a result of unforeseen circumstances beyond Shore2Shore's control, such as a change of itinerary or port of call decided by the cruise line, the booked service cannot be provided, Shore2Shore may offer an alternative service of equivalent or greater value, duration and characteristics at no additional cost to the customer. Shore2Shore will communicate the alternative by [email/SMS] as soon as possible after being notified of the change by the cruise line, specifying its content, location, time and meeting point. The customer's participation in the alternative service constitutes acceptance of it, and no full or partial refund of the price will be due.
The customer may reject the alternative by notifying us via [link/reply to email] up to [X] hours before it starts. In that case, or if Shore2Shore cannot offer an alternative, the customer will be entitled to a full refund of the amount paid, including, where applicable, the S2S+ supplement, within a maximum of 14 calendar days.

9.2. Where a refund of any amount is due, passengers will have 14 days from the end of their excursion to submit a claim.

10. Cancellation policy: The provisions of this clause and clause 10.1 do not apply in the circumstances covered by clause 9.1 (modification of the excursion), which are governed exclusively by that clause. Once the cruise has started, no refund will be made for a booked excursion for any reason. If a paid reservation is cancelled less than three weeks before the ship's departure, Shore2Shore reserves the right to charge 20% of the total amount as processing and administration fees. If a reservation is cancelled up to ten days before the scheduled start date of the cruise, Shore2Shore will refund the user 70% of the total amount booked. If cancellation occurs during the nine days preceding the start of the cruise, a refund of 50% of the total amount will be made up to five days before departure. If cancellation occurs during the four days preceding the start of the cruise, a refund of 30% of the total amount will be made up to two days before departure. A cancellation made from two days before the start of the cruise up to and including its starting day will not result in any refund.

NO REFUND WILL BE MADE FOR THE DHOW CRUISE AND DOLPHIN WATCHING SERVICES IN KHOR SHAM FJORD IF CANCELLATION OCCURS LESS THAN 14 DAYS BEFORE DEPARTURE.
TICKETS FOR THE SPHINX, THE PYRAMIDS AREA, THE EGYPTIAN MUSEUM, KARNAK TEMPLE, HATSHEPSUT TEMPLE, THE VALLEY OF THE KINGS AND BURJ KHALIFA ARE NON-REFUNDABLE (even with the S2SPlus supplement).
In some cases, advance pre-booking of tickets may entail a small administration charge compared with the price charged directly at the ticket office.

When confirmed reservations are being paid for, Shore2Shore reserves the right to charge a cancellation fee of €8 per person per excursion to passengers who wish to cancel some of their excursions that have been booked and confirmed by Shore2Shore.

If a confirmed reservation is not paid for, all other unpaid reservations will be cancelled automatically.

In exceptional cases, Shore2Shore reserves the right to cancel confirmed excursions if users cancel en masse and undertakes to refund the amount paid within a maximum of three weeks.

From the moment confirmation of a private group is requested, Shore2Shore reserves the right to request a deposit of 20% of the total as processing and administration fees, which will be non-refundable in the event of cancellation. The balance of the total cost of the booked services must be paid no later than one month before the cruise's departure, unless other deadlines are agreed in writing. If the services are cancelled up to three weeks before the cruise's departure, the initial non-refundable deposit will be charged as a fee. After that date, in addition to the initial processing and administration deposit, Shore2Shore's general cancellation policy will apply according to the relevant period and percentage.

For private groups wishing to pre-book and prepay their entrance tickets for excursions in the Eastern Mediterranean region (Greece, Croatia, Montenegro, Cyprus, Slovenia, Albania, Malta and Turkey), the cancellation charges for those tickets will be the same as those for excursion bookings in terms of deadlines and percentages.

10.1.  If you cancel your excursion and/or Shore2Shore must refund all or part of your money, and you are based outside the European Union and paid by bank transfer, please note that international transfer fees will be deducted from the refunded amount. If you paid through the virtual payment terminal, these fees do not apply, so you will receive the full amount due for refund.

10.2. For reservations of more than 10 passengers where embarkation is more than 7 calendar days after the confirmation date, a deposit of 20% of the total will be required and will be non-refundable in the event of cancellation.

11. SHORE2SHORE guarantees that customers will arrive at the port facilities sufficiently early to board their booked cruise and must anticipate all circumstances (weather, traffic, etc.) and take the appropriate measures to fulfil this obligation. If SHORE2SHORE fails to fulfil this obligation and customers are unable to board their cruise, SHORE2SHORE must provide assistance services to the affected customers and take all appropriate steps to minimise the harm resulting from that failure, bearing exclusively the costs of those arrangements (customer transport, accommodation, meals, etc.). However, SHORE2SHORE is exempt from this obligation if the delay in reaching the embarkation point is directly attributable to the customer, and SHORE2SHORE is responsible for proving that circumstance.

12. Shore2Shore has taken out civil liability insurance with FIDELIDADE, policy number 87-06-19636 (CALIMA SHORE TRAVEL SL), which is available to users on the Website, to cover unforeseen events in the provision of services booked by users.

13. Personal data provided by users will be incorporated into a computerised Shore2Shore database and will be processed and used for the purposes, in the manner and subject to the limitations and rights set out in Organic Law 15/1999 on the Protection of Personal Data, or any law replacing it.

14. SHORE2SHORE is an online travel agency. Passengers who book SHORE2SHORE services by telephone or email have read and understood the information provided on the Website as well as the legal clauses.

15. SHORE2SHORE is an independent travel agency operating autonomously and has no contractual, corporate, commercial or other legal relationship with the shipping companies that directly or indirectly operate the cruises mentioned on this website.
SHORE2SHORE does not act as an agent, representative or intermediary of those shipping companies under any circumstances.
Any reference to or mention of the names of cruises or the shipping companies operating them is made solely and exclusively for informational purposes for users of the website www.shore2shoretours.com and for customers of the services offered by SHORE2SHORE.
Furthermore, ship arrival times at ports of call are indicative and may change for reasons beyond SHORE2SHORE's control, such as weather conditions.

16. Pursuant to Article 169 of Royal Legislative Decree 1/2007 of 16 November, the limitation period for submitting claims under this law is two years.

17. Excursion prices have been calculated on the basis of current exchange rates, transport fares, fuel prices and taxes. Any changes in these rates or costs may be passed on to the customer up to 20 days before the cruise's departure.

17.1. The price of admission tickets payable with your reservation or at the destination may vary depending on the monument to be visited. Shore2Shore will inform you of any change as soon as we are officially notified of it. The difference must be paid before your cruise's departure date for tickets paid for at the time of booking, or at the ticket office for tickets paid for on site. In the latter case, our staff at the destination will inform you.

18. In the event of disputes between the customer and Shore2Shore, the competent forum shall be in the city of Arrecife, Lanzarote, Canary Islands.

19. In compliance with the principles of lawfulness and transparency, and in order to provide data subjects with the information required by Articles 13 and 14 of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, on the protection of natural persons with regard to the processing of personal data (hereinafter, the GDPR), we inform you about the characteristics of the personal data processing activities carried out under the responsibility of CALIMA SHORE TRAVEL, SL, with tax identification number B76025865:

“COVID Direct Aid Scheme for Self-Employed Persons and Businesses”, provided for in Title I of Royal Decree-Law 5/2021 of 12 March on extraordinary measures to support business solvency in response to the COVID-19 pandemic, funded by the Government of Spain.

BUDGET: €167,071

Completion: 30/06/2022