1. Who we are and scope

Tours and services are provided by TOUR EAST LLC, trading as TourEast Travel (address: 33/31 Mustakillik Street, Bukhara, Uzbekistan, Tax ID: 306151418, tour operator licence: No. T-0033-03 of 19 April 2019, issued by the State Committee for Tourism Development of the Republic of Uzbekistan (inbound, outbound and domestic tourism; valid without time limit)), referred to as ‘we’ or ‘TourEast’.

These terms apply to all bookings made by individuals and groups through our website, email, messengers or phone. Travel agencies and companies that book under a separate written agreement are governed by that agreement first, and by these terms for anything it does not cover.

‘Traveller’ means the person who books and everyone travelling under the booking. The person who books confirms that they are authorised to accept these terms for all travellers.

2. How booking works

Sending an inquiry or using the trip builder is not a booking. It only lets us prepare a proposal.

A booking is confirmed when (a) we have agreed the programme, dates and price with you in writing, (b) you have accepted these terms, and (c) we have received the deposit. After that we send you a written confirmation.

For group departures with fixed dates, the booking is confirmed once the deposit is received and a seat is available. Seats are not held without a deposit.

3. Prices

Prices are per person, in US dollars (USD), unless stated otherwise. A ‘from’ price on the website is the lowest price for the stated conditions (for example, the largest group size or the standard comfort level). Your final price depends on the dates, group size, hotels and options you choose and is confirmed in your proposal.

The price includes only what is listed under ‘Included’ in the programme, and does not include what is listed under ‘Not included’. Typical exclusions are international flights, visa fees, travel insurance, personal expenses, tips and optional activities.

A single room supplement applies if you travel alone and want a room for yourself. It is shown in the programme or in your proposal.

A price is valid for the dates and for the period stated in the proposal. Prices on the website may change for new bookings, but a confirmed booking is not affected, except as explained below.

Local taxes, such as a tourist tax, and fees for photography or filming at monuments are included only where the programme says so. Where they are paid on the spot, we will tell you the amount in advance.

If costs outside our control change before departure (for example fuel, official tariffs or taxes or exchange rates) we may adjust the price. We will do so only for a documented reason, and we will not increase the price in the 20 days before departure.

4. Payment

To confirm a booking you pay a deposit of 20% of the tour price, but not less than USD 300 (and never more than the total price). The exact amount is shown in your proposal.

The balance is due 45 days before the start of the tour. If the booking is made later than that, the full amount is due at booking.

You can pay by bank transfer, or by card through a secure payment link (WeTravel) that we send you. Bank charges for transfers are paid by the sender. Card payments may carry a processing fee, which is shown before you pay.

If the balance is not received on time, we may treat the booking as cancelled by the traveller and the cancellation conditions below will apply.

5. Cancellation or changes by the traveller

You can cancel at any time by writing to us. The cancellation date is the date we receive your message.

• The deposit is non-refundable.
• More than 30 days before the start: the balance you have paid beyond the deposit is refunded in full.
• From 15 to 30 days before the start: 50% of the balance is refunded.
• Fewer than 15 days before the start, or no-show: the balance is not refunded.

Costs already paid to third parties that we cannot recover (for example non-refundable tickets) may be deducted if they are higher than the amounts above, and we will show you the evidence on request.

Date change: you may move your booking to other dates once, free of charge, if you ask more than 30 days before the start and the new dates are available. A new price may apply if the season changes. Other changes are handled as far as possible and may carry extra costs.

If you leave the trip early or skip services, we cannot refund unused services.

Refunds are made in the same way and currency as the payment, within 14 days of the cancellation, less any bank or provider fees.

6. Cancellation or changes by TourEast

We may change or cancel a tour before departure if events beyond our control make it unsafe or impossible (see ‘Force majeure’), or if a group departure cannot go ahead.

If we cancel, we will tell you as soon as possible and you may choose between a full refund of everything you have paid, including the deposit, or a transfer to another date or tour. We are not liable for further costs, except as required by law.

If we have to make a significant change to your programme after departure, we will offer a reasonable alternative of similar value. If that is not possible, we will refund the part of the price that relates to the services not provided.

7. Group departures

Dates marked as ‘guaranteed’ will run even if only one traveller has booked. This means we operate the departure and you will not be cancelled because the group is small.

If fewer travellers join than usual, we may run the programme with a smaller vehicle and a different guide arrangement, while keeping the route and the services described. A small-group supplement, shown on the tour page, may apply; we will tell you about it before you pay.

Departures that are not marked ‘guaranteed’ need a minimum number of travellers. If it is not reached, we will tell you at least 21 days before departure and offer a refund or another date.

8. Hotels, transport and guides

Hotels, transport and other services in the programme are given ‘or similar’. If the named service is not available, we will replace it with one of equal or higher standard in the same area.

Guides speak the language you chose when booking. If a guide in that language is not available for a particular day, we will tell you and offer the best alternative, which may be an English-speaking guide or an interpreter.

The order of visits in a programme can change for practical reasons, such as opening hours, weather, road works or holidays, while we try to keep everything included.

9. Travel insurance

We strongly recommend comprehensive travel insurance that covers medical expenses, medical evacuation, trip cancellation and loss of luggage. It is not included in our prices. You are responsible for taking out insurance that matches your needs.

10. Visas and entry requirements

Passports, visas, vaccinations and other entry requirements are the traveller's responsibility. Please check the rules for your nationality before booking, as they change. Your passport should be valid for at least 6 months after the end of the trip.

On request we can issue an invitation letter or give general guidance. We do not guarantee that a visa will be granted, and we are not responsible for refusals, delays or denied boarding or entry.

11. Health, safety and accessibility

Please tell us before booking about any medical condition, dietary need or limited mobility that may affect your trip. Many historic sites have stairs, uneven surfaces and long walks, and summer temperatures can be very high.

We will do our best to adapt the trip, but some services and sites may not be accessible to everyone. A guide may adjust or decline an activity if it puts you or others at risk.

Travellers are responsible for their own conduct and must respect local laws, customs and the instructions of guides. We may remove a traveller from the trip who endangers others, without refund.

12. Force majeure

Neither party is responsible for failing to perform where this is caused by events beyond reasonable control, such as natural disasters, extreme weather, epidemics, war, terrorism, strikes, government decisions, border closures, or airline and rail disruptions.

In such a case we will do our best to offer alternatives. Where services cannot be provided, we will refund the part of the price that we can recover from our partners.

13. Liability

We take reasonable care in selecting our partners and organising the services. We are responsible for the proper performance of the services included in your booking, to the extent provided by applicable law.

We are not liable for loss or damage caused by the traveller, by a third party unrelated to the services, by force majeure, or by unforeseeable events. We are not liable for personal belongings, money or documents that are lost or stolen.

Where we are liable, our liability is limited to the price paid for the affected part of the trip, unless the law does not allow such a limit, for example in case of intent, gross negligence, or injury to life or health.

14. Complaints

If something is not as promised, please tell your guide or our office immediately during the trip so that we can fix it on the spot. This is the fastest way to solve most problems.

If the problem is not solved, send a written complaint with details and evidence to info@toureast.uz within 14 days after the end of the trip. We will answer within 30 days.

This does not limit any rights you have under mandatory consumer law.

15. Photos and videos

We may take photos or videos during tours and use them in our marketing. If you prefer not to appear, tell your guide at the start of the trip or write to us, and we will respect it. You agree not to publish images of other travellers without their permission.

16. Personal data

We process your data as described in our Privacy Policy.

17. Governing law and disputes

These terms are governed by the laws of the Republic of Uzbekistan. Disputes will be resolved by the courts of Bukhara, Uzbekistan, unless mandatory consumer law gives you the right to go to the courts of your country of residence.

We prefer to solve any disagreement by talking first.

18. Language versions and changes

These terms are published in several languages for convenience. If there is a difference, the English version prevails.

We may update these terms. The version in force on the day we confirm your booking applies to that booking.

19. Contact

TOUR EAST LLC, 33/31 Mustakillik Street, Bukhara, Uzbekistan. Email: info@toureast.uz. Phone: +998 99 777 80 20.