Additional conditions of Feenstra Rijn Lijn

These terms and conditions apply in addition to the ANVR Traveller Terms section1 with effect from 18 September 2018.

Contents

1.Office hours

2.Right of withdrawal

3.Deposit / payment

4.Cancellation by the traveller

5.Amendment fees

6.Travel documents

7.Insufficient participation

8.Complaints procedure

9.Disabled persons

10.Walker and wheelchairs

1.Office hours

The office of Feenstra Rijn Lijn is open from Monday to Friday from 09:00 to 17:30 and on Saturday from 09:30 to 15:30, except on public holidays.

2.Right of withdrawal

As stated in Article 1.3 of the ANVR Traveller Terms section 1, travellers have no right of withdrawal on bookings for our river cruises.

3.Deposit / payment

  1. On conclusion of the agreement a deposit of 15% of the total agreed travel sum must be paid, plus any additional insurance costs.
  2. The balance of the travel sum must be in possession of the booking office or, in the event of a direct booking, in the possession of Feenstra Rijn Lijn no later than six weeks before the departure date.
  3. If the agreement is concluded within six weeks of the departure date, the full travel sum must be paid promptly.

4.Cancellation by the traveller

For information regarding the way Feenstra Rijn Lijn handles cancelation we refer you to the ANVR Traveller Terms section 1, article 9. In addition the following conditions apply:

  1. In the event of a cancellation of the taxi service within a week before departure 100% cancelation costs will be charged
  2. Refunds can only be paid to the person who booked/payed the cruise.

5.Amendment fees

1. If for medical or other reasons a traveller asks the travel organiser to amend the travel offer or to change something related to the booking made, we may charge an amendment fee of € 50,00.

2. If an amendment is made to the taxi service within 1 week of departure an additional € 30,00 will be charged for the taxi company on top of Feenstra's amendment fees.

6.Travel documents

We will send your travel documents, once we have received the full travel sum, 8 days before departure. If you have not received any travel documents within 5 days of departure, please contact your booking office.

7.Insufficient participation

A cruise will only take place once the minimum number of participants has been reached. This number is stated below and is also indicated in the brochure, in the price column for the relevant cruise, as well as on our website under the deck plan for the relevant cruise. If a cruise is cancelled, we will inform you:

• no later than 7 days before departure for cruises of up to 5 days
• no later than 20 days before departure for cruises of 6 days or longer

Ship name

Minimum participants

Antonio Bellucci

85

Azolla

55

Calypso

60

Statendam

100

Horizon

65

Poseidon

65

Rembrandt van Rijn

75

Salvinia

75


8.Complaints procedure

It may be that despite our careful efforts, on board or prior to the cruise, you are not satisfied with how your booking is processed, your accommodation, or the service on board. If you have any complaints or comments about the booking procedure at, or your contact with, Feenstra Rijn Lijn, please inform us in writing within two months of the complaint arising. You can do this by post or by emailing us at info@feenstrarijnlijn.nl. If you have any comments or complaints during the cruise, please inform the management on board promptly. They will help you to the best of their ability there and then. If no solution is immediately available, please complete the complaints form on board. We will only process complaints that have been reported to the management on board in the manner described above. Despite filling in the complaint form, you must submit your complaint in writing within two months of the cruise; complaints that are submitted after this period will not be processed. You will receive a response to the complaint no later than one month after it has been received.

9.Disabled persons

Strict safety rules apply on board. Emergency procedures must be carried out quickly and correctly. As a result, we reserve the right to exclude travellers from (further) participation if a disability is found to hinder the execution of these procedures. Often ships are not adequately equipped for disabled persons and the staff are not trained to provide medical services. For groups of disabled persons (exclusively with adequate supervision) you must always contact us beforehand.

10.Walkers and wheelchairs - Use on board is not permitted

The safety of our passengers on board is our top priority. We also have to be able to guarantee the safety of less mobile individuals. As such, unfortunately we must restrict the use of mobility aids such as walker and wheelchairs. Therefore, please let us know if this is the case when making your booking, so that we can see if participation is still possible or inform you of any alternatives. Usually it is not possible to add a walker or wheelchair to a booking once it has been made. The use of a walker or wheelchair must be requested and is only permitted in very limited numbers. You require written permission for this.

For the sake of clarity: the use of a walker or wheelchair on board is not permitted. Therefore, you must be able to move on board without these mobility aids. Walkers and wheelchairs may of course be used on the quay. These can be rented from us for €5 and used on the quay throughout the cruise. Please inform if you require such an aid when making your booking.