Tenon Tours Customer Agreement

This Customer Agreement (“agreement”) is made between the Tour Operator (as described below) and the Traveler (herein referred to as “Customer”, “Participant”, “I”, “you”, or “your”). After reading this entire customer agreement, you must indicate your acceptance of the terms and conditions set forth in this agreement by clicking the appropriate box online or sending a signed copy to our office by mail or fax (781.245.0687) for your reservation to be complete.

Tour Operator:

All packages and related components have been arranged byTenon Tours, LLC (“TT”), a Massachusetts Limited Liability Company located at 301 North Ave, 2nd Floor, Wakefield, MA 01880. TT is responsible for making travel arrangements through independent vendors and suppliers and does not own or operate any airline, hotel, establishment, vehicle or other mode of transportation, insurance, tour, or event company or provider that may be included in its package offerings.


Reservations and Payments:

Reservations and payments may be made online at www.tenontours.com/payments or by phone at 1-855-468-3666. Non-refundable per person deposit amount described in proposal/confirmation is required by due date in order to secure reservation. Deposits, periodic and final payments are due in our office by the due date associated therewith. Payment due dates vary according to your Vacation Package and chosen payment plan. Please refer to your invoice for exact payment due dates or contact our office. Failure to make on-time payments may result in cancellation of reservation, loss of first choice hotel, flight, cruise and/or other transportation, reservation suspension, assessment of a late payment fee or reinstatement fee, and/or removal of all price discounts/adjustments and booking incentives previously applied to your account. Payments may be made by Visa, MasterCard, American Express or Discover credit/debit card on our secure website or by phone and cardholder must agree to the terms and conditions contained herein. Personal checks will be accepted, although reservation is not considered complete and tickets will not be issued until check has cleared and monies have been received by issuing bank.


Credit Cards:

TT accepts Visa, Mastercard, American Express and Discover credit/debit cards. You may make payments by credit card online through the link provided on your confirmation, at www.tenontours.com/payments or by calling our office. 


Changes to Reservation:

Any change made to a reservation once payment has been received must be requested in writing by emailing changes@tenontours.com and may be subject to a change fee. In most circumstances, TT is subject to the rules and fees of third party vendors and suppliers and therefore change requests are not guaranteed. If the requested change is possible, any fees incurred by the vendor or supplier, as well as an administration fee will be added to the reservation.


Cancellation and Refund Policy:

In the event that the traveler wishes to cancel his/her reservation, requests must be made in writing by email
changes@tenontours.com. The following cancellation/refund policy applies to tours operated by TT*:

# of days prior to departure

Amount of Refund/Credit

91+ days prior to departure:

Cancellation fee equal to 35% of land package + any non-refundable airfare, optional tours or events, and/or insurance premiums.

61 - 90 days prior to departure:

Cancellation fee equal to 50% of land package + any non-refundable airfare, optional tours or events, and/or insurance premiums.

31 - 60 days prior to departure:

Cancellation fee equal to 75% of land package + any non-refundable airfare, optional tours or events, and/or insurance premiums.

Within 30 days prior to departure:

No refunds or credits.

 *Scheduled tours operated by third-party operators may be subject to the cancellation and refund policies of the operator.


Refunds will be processed within 30 days of acceptance of the change/cancellation request, based on approval and in accordance with the change/cancellation policy stated herein. If original payment(s) were made by credit card, any due refund will be credited back to the credit card used for the transaction if the payment was made within 60 days prior to the acceptance/approval of the change or cancellation. If received more than 60 days prior to, or the original payment was made by check, a check will be issued for the refund amount. An additional 14 days may be required for check refunds.


Special Circumstances / Custom Bookings

At times, there may be a non-refundable deposit required by a vendor/supplier to guarantee a reservation. If such a non-refundable deposit was paid by TT to any supplier, this amount will be deducted from any refund due.


Cancellation of Confirmed Airfares

Most airlines require a non-refundable payment in full of published airfare at the time of booking to secure best available schedule and fare. No cash refunds will be issued by TT for air cancellations. Each airline’s cancellation policies, restrictions, and conditions vary, so please check with the air carrier’s directly for information on available credit towards a future air ticket.


Unused B&B vouchers:

Unused B&B vouchers will be refunded if in the event they are not used. The unused vouchers have to be returned to Tenon Tours no later than 30 days after the return date of your tour. A full refund will be made less a $15.00 per voucher administration fee.


Proof of Citizenship Required for Travel:

ALL NAMES MUST BE EXACTLY AS THEY APPEAR ON YOUR PASSPORT. All travelers are required to provide proper identification for air travel and/or customs and immigration. US citizens must have a valid passport for travel outside the United States. Non-US citizens must consult their consulate for ID or visa requirements. IT IS YOUR SOLE RESPONSIBILITY TO OBTAIN PROPER IDENTIFICATION/PROOF OF CITIZENSHIP FOR TRAVEL OUTSIDE THE US. Passengers who are denied boarding or entry for improper documentation will not be eligible for a refund of any amount. Visit www.travel.state.gov for information pertaining to required documentation for International travel.


Air Transportation:

Fuel-related fees charged by individual airlines and government departure taxes/fees are passed to the tour participant and are subject to change at any time. Any change in these fees will be adjusted accordingly on your account no later than 10 days prior to departure and, in the event of an increase, must be paid in full regardless of whether account was previously paid in full.


Hotel Accommodations:

All hotel accommodations have been arranged by TT. Hotels may vary by destination, city, and week of travel. TT reserves the right to substitute hotel accommodations of similar quality at any time, given the substituted accommodations are in the same city and destination and with the same arrival/departure schedule. Check- in/check-out times, amenities, and hotel policies vary by hotel. For tours operated by third-party operators, hotel selection is at the discretion of the operator and subject to change according to their stated policy.



The type of transportation provided by TT varies by package type, week of travel, group size, and individual preferences. Please check your confirmation/invoice for details. Private transfers are used for escorted/semi-escorted tours when possible, but scheduled service routes may be utilized at times for small groups. In the event that you miss the scheduled departure for any event or transfer, it is your responsibility to arrange transportation to the next arrival/departure point to rejoin the scheduled tour/itinerary. No refunds will be issued for missed transportation. Chauffeured and self-drive packages require specific requests to be determined and agreed upon by you and TT prior to confirming the reservation. It is understood that TT reserves these services through other suppliers and is not responsible for additional standard fees applied by the supplier, or fees that may be charged due to a change in the original reservation or itinerary.


Optional Tours and Excursions:

TT has made arrangements with various suppliers in each destination to offer a variety of optional tours and excursions, in which coupons/vouchers/tickets will be given to you upon purchase. It is your sole responsibility to retain all coupons/vouchers/tickets. No refunds will be given for lost, stolen, or unused coupons/vouchers/tickets.


Packaged Tour Inclusions:

All packaged/wholesale tour inclusions are listed on your confirmation/invoice and are subject to terms and conditions contained herein. Air and coach transportation providers, hotel accommodations, and events and locations are subject to change. In the event of a hotel change, equal or upgraded accommodations will be provided.  Scheduled tours operated by third-party operators may be subject to the cancellation and refund policies of the operator.


Unused Tour Arrangements:

No refunds or credits will be provided to participant by TT for any unused accommodations, flights, services, or other package features unless agreed to in writing by both parties. TT strongly recommends that travelers purchase the available Travel Protection Plan, which, in accordance with its terms, may cover trip interruption due to certain medical or family emergencies.


Travel Protection Insurance Plan:

TT strongly recommends the purchase of the available travel protection plan to provide protection to travelers in the event of certain types of trip cancellation, trip interruption, travel delay, emergency medical assistance and transportation, and delayed or lost baggage. See website or brochure for full complete details and terms.  Pre-existing medical conditions are covered if insurance premium is paid within 7 days of trip deposit. Click here for detailed information about travel insurance. Due to the exceptional benefits of this plan, we require each traveler to indicate whether they either accept or decline the available travel protection plan.


Tour Cancellation by TT:

TT reserves the right to cancel any tour at any time. In the unlikely event that a cancellation of the scheduled tour becomes necessary, TT will notify the participant at the earliest possible time and will provide an alternative option at no additional charge. If the alternative option is not accepted by the participant, TT will provide a full refund of all monies paid to TT, provided the option is declined in writing within 7 days of receipt of cancellation notification. TT is not responsible for cancellations due to circumstances beyond TT’s control, or force majeure (including or similar to political/civil unrest, war or threat of war, riots, closure of airports, or ports, industrial disputes, terrorist activity, natural and nuclear disasters, fire, epidemic or health risk, Acts of God, sickness, breakdown, customs regulations, strikes, hotel overbookings, or adverse weather conditions).



By agreeing to and signing this customer agreement (including a digital signature), the participant hereby agrees to accept and be legally bound by all of the terms and conditions contained herein with no exceptions. I understand that TT does not own or operate any entity which provides goods or services for my trip including, but not limited to, air carriers, hotels, ground operators, boat or bus companies, restaurants and other establishments, and sightseeing/side excursion tours, nor is TT responsible for any personal injury, property damage, or other loss a passenger incurs on any portion of the tour arising from acts or omissions by said suppliers.   It is understood that, as a tour operator, TT offers all packages as a single, inclusive trip/tour/vacation with confidential rates and fares offered by suppliers and, therefore, can not provide an itemized invoice by service.  



The invalidity or unenforceability of any part of this Agreement, or the invalidity of its application to a specific situation or circumstance, shall not affect the validity of the remainder of this Agreement, or its application to other situations or circumstances. Any provision of this Agreement held invalid or unenforceable only in part or degree will remain in full force and effect to the extent not held invalid or unenforceable.


Claims or Disputes/Arbitration:

In the event of a dispute or claim made by participant concerning, relating or referring to this Agreement, advertisement of tour, tour inclusions, performance of TT, or any claim made against TT, TT will make every effort to resolve said dispute or claim between the individual parties involved. If the dispute or claim can not be resolved between the participant and TT, the participant agrees that any dispute or claim shall be resolved exclusively by binding arbitration according to the then existing rules of the American Arbitration Association in an arbitration conducted in, and governed by the laws of Massachusetts, USA. In connection with any action or legal proceeding arising out of this agreement, the parties hereby specifically and knowingly waive any rights that either party might have to demand a jury trial.



By clicking “I Agree” below indicates that I have, on the date shown, read and understood this document and I acknowledge that it affects my legal rights and agree to be bound by its terms. By accepting this agreement, it further signifies my intention to relieve and indemnify TT, its owners, officers, directors, employees, agents, contractors, and subcontractors from any liability for personal injury, property damage, or wrongful death which I might suffer during my participation in the scheduled tour package.  I agree that I am signing this on behalf of all passengers traveling on the same reservation and itinerary.



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