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Booking conditions



The following Booking Conditions, together with the information contained in the ‘Pricing and General Information’ section in our brochure and the ‘Plan your holiday’ section of our website and all other information relating to your chosen holiday contained on our website or in our relevant brochure as well as our Privacy Statement, form the basis of your contract with Inntravel Limited trading as Inntravel, registered address Mountain House, Station Road, Godalming, Surrey, GU7 1EX. Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

By making a booking, the first named person on the booking (“the party leader”) agrees on behalf of all persons detailed on the booking that:-

1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
2. He/she consents to our use of information in accordance with our Privacy Policy;
3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and
4. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

We are a UK registered company (No. 02701796). We are based and operate within the United Kingdom and as such we are governed by English laws. You agree that your booking and contract with us shall at all times be governed by English law and jurisdiction, regardless of where in the world you may reside. We shall comply with English law and regulations so far as they affect our activities relating to you and your booking under this Agreement, including but not limited to the Package Travel and Linked Travel Arrangements Regulations 2018.


1. BOOKING AND PAYMENT

In order to make a booking, please follow the procedure set out under ‘Pricing and General Information’ and/or ‘Booking your Inntravel holiday’. All prices and payments shall be processed in Sterling (£GBP). If we do not receive all payments due (including any surcharge where applicable) in full and on time, we will send you a written reminder. If you do not pay all payments due in full within 7 days of receiving this reminder, we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 5 below will be payable.

Except for flight inclusive bookings, all monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until we issue our confirmation invoice. After that point, your agent will hold the monies on our behalf. For flight inclusive bookings, any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.


2. YOUR CONTRACT

A binding contract comes into existence between you and us as soon as we have issued your Booking Confirmation that will confirm the details of your booking and Invoice to the party leader or your travel agent. If your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that agent) will issue you with an ATOL Certificate as well as the Booking Confirmation and Invoice. Upon receipt, if you believe that any details on the Booking Confirmation, Invoice or ATOL Certificate (or any other document) are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only (if not referred to Arbitration under clause 10 below). You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.


3. THE COST OF YOUR HOLIDAY

The price of your holiday was calculated using exchange rates quoted in the Financial Times Guide to World Currencies on the date shown below in relation to the currencies shown below:


 Programme(s)  Date  Currencies
 Walking (winter)
 2018/19
 25/5/18  Euros, Moroccan Dirham
 Snow 2018/19  25/5/18  Euros, Norwegian Kroner, Swiss Francs, Swedish Kronor,
 Danish Kroner, Icelandic Kronor
 Walking (summer)
 2018
 6/9/17  Euros, Norwegian Kroner, Swiss Francs, Danish Kroner
 Cycling 2018  6/9/17  Euros, Danish Kroner
 Slow Motion 2018  6/9/17  Euros, Norwegian Kroner, Swedish Kronor, Swiss Francs
 Families 2018  6/9/17  Euros, Swiss Francs
 Short Breaks 2018  6/9/17  Euros, Moroccan Dirham, Swiss Francs,  Danish Kroner



WE RESERVE THE RIGHT TO MAKE CHANGES TO ADVERTISED PRICES AND TO CORRECT ERRORS IN ADVERTISED AND CONFIRMED PRICES. The price of your chosen holiday will be confirmed at the time of booking. If there are any changes to the published prices, these will be confirmed at the time of booking. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.

We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:

(i) The price of the carriage of passengers resulting from the cost of fuel or other power sources;
(ii) the level of taxes or fees applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports, and
(iii) the exchange rates used relevant to the package.

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.

You will be charged for the amount of any increase in accordance with this clause. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £30. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

There will be no change made to the price of your confirmed holiday within 20 days of your departure nor any refunds be paid during this period.

PLEASE NOTE, CHANGES AND ERRORS OCCASIONALLY OCCUR. PLEASE CHECK THE PRICE OF YOUR CHOSEN HOLIDAY AT THE TIME OF BOOKING.


4. CHANGES BY YOU & TRANSFERS OF BOOKING

Should you wish to make any changes to your confirmed holiday the party leader must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee of up to £30 per element altered will be payable together with any costs or charges incurred by us and/or incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as cancellation by you. A cancellation fee may be payable in accordance with clause 5.

A change of holiday dates will normally be treated as a cancellation of the original booking and rebooking in which case cancellation charges will apply. Changes may result in the recalculation of the holiday price where, for example, the basis on which the price of the original holiday was calculated has changed.

TRANSFER OF BOOKING: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

a) that person is introduced by you and satisfies all the conditions applicable to the arrangement;
b) we are notified not less than 7 days before departure;
c) you pay any outstanding balance payment, an amendment fee of £30 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
d) the transferee agrees to these booking conditions and all other terms of the contract between us.

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 5 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

NOTE: CERTAIN ARRANGEMENTS MAY NOT BE AMENDED AFTER THEY HAVE BEEN CONFIRMED AND ANY ALTERATION COULD INCUR A CANCELLATION CHARGE OF UP TO 100% OF THAT PART OF THE ARRANGEMENTS.


5. CANCELLATION BY YOU

Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us either by post, email, or telephone. Your notice of cancellation will only be effective when it is received by us and we have confirmed such receipt.

If we receive your notice of cancellation 8 weeks or more before departure, we will retain the full amount of your deposit (NB “deposit” includes, in addition to any other monies paid or due at that time, all amounts paid or due at the time of booking in respect of any flight(s) you have booked). If we receive it less than 8 weeks before departure, the following charges will be payable per person cancelling: NB The charges set out below are shown as a percentage of the total cost of the holiday* payable by the person(s) cancelling excluding insurance premiums and any amendment charges. Insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.


 Period before departure within which written
 notification of  cancellation is received by us
 Cancellation charge per
 person cancelling
 56-29 days  30% of total holiday price
 28-15 days  50% of total holiday price
 14-8 days  70% of total holiday price
 7 days or less  100% of total holiday price

*Please note: where you have booked a flight inclusive holiday with us where the cost of the flight(s) was not included in the basic price of your holiday but was payable in addition to that price, the percentages above are based on the basic holiday price excluding the flight costs, insurance premiums and amendment charges. You will have to pay the full cost of the flight(s) element in addition to the cancellation charges set out above if you cancel less than 8 weeks before departure. Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. Where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly. See clause 4, “Changes by you”, if any member(s) of your party are prevented from travelling.

We will deduct the cancellation charge(s) from any monies you have already paid to us.

CANCELLATION BY YOU DUE TO UNAVOIDABLE & EXTRAORDINARY CIRCUMSTANCES: You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of unavoidable and extraordinary circumstances occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or which significantly affects transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any compensation. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.


6. CUTTING YOUR HOLIDAY SHORT

If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.


7. CHANGES AND CANCELLATION BY US

We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in brochures and other details both before and after bookings have been confirmed and cancel confirmed bookings. Please note: some of our holidays require a minimum number of participants to enable us to operate them. If the minimum number of bookings required for a particular holiday has not been received, we are entitled to cancel it. We will notify you or your travel agent of cancellation for this reason no later than 8 weeks before departure.

CANCELLATION: We will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g. the minimum number of clients required for a particular travel arrangement is not reached.

CHANGES: Most changes are insignificant. If we make an insignificant change to your holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of insignificant changes include alteration to your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change. Please also see clause 17 “Delay and denied boarding”.

Occasionally, we have to make a “significant change” before departure, such as:

(i) a change of accommodation to that of a lower official classification or standard for the whole or a significant part of the time you are away;
(ii) a change of accommodation area for the whole or a significant part of the time you are away;
(iii) a change of outward departure time or overall length of time you are away of twelve or more hours;
(iv) alterations to your confirmed place of departure that add more than 100 miles to any single leg of your journey;
(v) a significant change to your itinerary, missing out one or more destination entirely.

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:

(a) (for significant changes) accepting the changed arrangements;
(b) having a refund of all monies paid; or
(c) accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.

INSURANCE: If we cancel or make a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.

COMPENSATION: In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:

- if, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
- if we cancel your booking and no alternative arrangements are available

The compensation that we offer does not exclude you from claiming more if you entitled to do so.


 Period before departure
 in which we notify you
 Amount you will
 receive from us*
 56 days or more  Nil
 55 to 28 days  £20
 27 to 14 days  £30
 13 days or less  £40

*Important note: We will not pay compensation in the following circumstances:

- where we make an insignificant change;
- where we make a significant change or cancel your arrangements more than 8 weeks before departure;
- where we have had to cancel your arrangements as a result of your failure to make full payment on time;
- where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
- where we are forced to change or cancel your holiday as a result of “force majeure” (see clause 8)

If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will if possible, make alternative arrangements for you at no extra charge and, where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.


8. FORCE MAJEURE

Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by “unavoidable and extraordinary circumstances”, meaning any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strike, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier (s) concerned’s control.

BREXIT IMPLICATIONS: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, and changes to the visa requirements of British citizens travelling to, within or through the EU. Rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any changes affecting confirmed bookings. We would treat any such changes as a force majeure event and, whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.


9. OUR LIABILITY TO YOU

(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangement Regulations 2018 as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services, and we don’t remedy or resolve your complaint within a reasonable period of time, we will pay you reasonable compensation. The level of such compensation will be calculated, taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which our or our employees’, subcontractors’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description which results from:
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party not connected with the provision of the services contracted for and which were unavoidable and extraordinary; or
(c) Force Majeure (as defined in clause 8)

(3) WE LIMIT THE AMOUNT OF COMPENSATION WE MAY HAVE TO PAY YOU IF WE ARE FOUND LIABLE UNDER THIS CLAUSE:
(a) loss of and/or damage to any luggage or personal possessions and money – the maximum amount we will have to pay you is £1,000 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
(b) claims not falling under (a) above but that do not involve injury, illness or death – the maximum amount we will have to pay you is up to three times the price paid by or on behalf of the person(s) affected in total, this maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking;
(c) claims in respect of international travel by air, sea and rail, or any stay in a hotel –
i) the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); and The Berne/Cotif Convention (with respect to rail travel). You can ask for copies of these Conventions from our offices. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.
ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:
(a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
(b) relate to any business losses.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure or on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

(8) In accordance with the Package Travel and Linked Travel Arrangements Regulations 2018, where it is impossible for you to return to your departure point as per the agreed return date of your package due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs in advance. For the purpose of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.


10. COMPLAINTS AND PROBLEMS

In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform the hotelier, carrier or other supplier in question. Any verbal notification must be put in writing and given to them as soon as possible. If the complaint or problem is not resolved to your satisfaction straight away, you must contact us with full details by telephone, e-mail or fax within 48 hours. Until we know about a problem or complaint, we cannot assist. Most problems can be dealt with quickly. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint.

If, subsequently, your complaint cannot be resolved amicably, you may refer the matter to the low cost AITO Independent Dispute Settlement Service, details of which can be supplied on request. This service is not, however, available for claims for more than £2,500 per person or £10,000 per booking, nor for claims which are solely or mainly in respect of physical injury or illness or the consequences of such injury or illness. Alternatively, because we are a Member of ABTA (membership number W780X), we can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA, administered independently and approved by the Chartered Trading Standards Institute. Further information on the Code and arbitration can be found on ABTA’s website www.abta.com. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to limit of £1,500 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by the arbitrators within eighteen months of the date of return from the holiday. For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.

You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.


11. BEHAVIOUR

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, or to cause a delay or diversion to transportation, we are entitled, without prior notice, to immediately terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.


12. DAMAGE

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (including lost keys) must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. You are responsible for any damage to or loss of equipment (e.g. bicycles) hired by you as part of our agreement with you. You should therefore take all appropriate and sensible measures to safeguard this equipment. (If you take the travel insurance policy that we recommend (see clause 23), this will cover the cost of stolen equipment if it has been locked and/or stored appropriately. It will only, however, cover damage to equipment if that damage is extensive. An excess will apply for all claims). (See also clause 11.)


13. CONDITIONS OF SUPPLIERS

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see clause 9(3)). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned. Under the conditions of suppliers of bicycles and other equipment hired as part of our agreement with you, you are responsible for any damage to or loss of equipment hired by you.


14. SPECIAL REQUESTS AND MEDICAL PROBLEMS

If you have any special requests such as diet, room location, a particular facility at a hotel etc, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot promise that any request will be met unless we have specifically confirmed this in writing. Confirmation that a special request has been noted or passed onto the supplier or the inclusion of the request on your Booking Confirmation and Invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability or any health or fitness concerns which may affect your holiday or your participation in any activity or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please give us full details before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. We may require you to produce a doctor’s certificate certifying that you are fit to participate. In any event, you must give us full details in writing at the time of booking. You must also advise us as soon as possible of any change in any disability or medical condition or your health or fitness which may affect your holiday, or which develops after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking or their health/fitness/disability/medical condition changes/deteriorates, cancel when we become aware of these details.


15. INSOLVENCY PROTECTION

The financial security arrangements we have in place depend on what type of holiday you book. Please ask us to confirm what protection may apply to your booking.

a) AIR INCLUSIVE HOLIDAYS OR FLIGHTS
We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority of CAA House, 45-59 Kingsway, London WC2B 6TE (ATOL number 2644). When you buy an ATOL protected air inclusive holiday or flight from us, providing either the person who pays for the booking is present in the UK when the booking is made or the first leg of any flight or flights we arrange for you commences in the UK, you will receive an ATOL Certificate from us (or via our authorised agent) confirming your arrangements and your protection under our ATOL. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed (or a suitable alternative) on the ATOL Certificate. In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. Essentially, what this means is that in the unlikely event of our insolvency the CAA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes an amount (currently £2.50 per person) as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. For further information please visit the ATOL website at www.atol.org.uk. Please ask us for further details.

b) NON-AIR INCLUSIVE HOLIDAYS
We are a member of ABTA (ABTA number W780X). If your holiday does not include flights, ABTA will financially protect your holiday by either refunding monies for advance bookings or returning you to the point where your contracted arrangements with us commenced. Please go to www.abta.com for a copy of the guide to ABTA’s scheme of Financial Protection. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. For further information please visit www.abta.com or contact ABTA Ltd, 30 Park Street, London, SE1 9EQ.


16. WEBSITE/BROCHURE ACCURACY / ADVERTISING MATERIAL ACCURACY

The information contained in our brochures, on our website and in our other advertising material is believed correct to the best of our knowledge at the time of printing or publication. HOWEVER, ERRORS MAY OCCASIONALLY OCCUR AND INFORMATION MAY SUBSEQUENTLY CHANGE AND WE RESERVE THE RIGHT TO CORRECT PRICES AND OTHER DETAILS IN SUCH CIRCUMSTANCES. YOU MUST THEREFORE ENSURE YOU CHECK ALL DETAILS OF YOUR CHOSEN HOLIDAY (INCLUDING THE PRICE) WITH US AT THE TIME OF BOOKING. Please note that swimming pools are not always available throughout the entire periods of availability detailed on our website and in our brochures, and are periodically closed for maintenance and cleaning.


17. DELAY AND DENIED BOARDING

Our recommended insurance policy (see clause 23 below) provides some cover in the event of delay at your outward or homeward point of departure. If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.

Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority, www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.

We cannot accept liability for any delay which is due to any of the reasons set out in clause 8 of these Booking Conditions (which includes the behavior of any passenger(s) on any flight who, for example, fails to check in or board on time).


18. FLIGHTS

In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers that are subject to an operating ban within the EU. The Community list is available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en. In accordance with EU Regulations we are required to advise you of the carrier(s) (or, if the carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of clause 7 “Changes and cancellation by us” will apply. We are not always in a position at the time of booking to confirm the flight timings which will be used in connection with your flight. The flight timings shown on our website, in our brochures and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets approximately 2 weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched - we will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings and or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. Our website and brochures are our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.


19. ADVANCED PASSENGER INFORMATION

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our Privacy Statement.


20. EXCURSIONS AND ACTIVITIES

We may provide you with information (in our brochures, website and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 9(1) of our Booking Conditions will not apply to them. We do not however exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area(s) you are visiting generally (except where this concerns the services which will form part of your contract) or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities mentioned in our brochure or on our website which are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities which can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking.


21. FOREIGN OFFICE ADVICE

You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see clause 8).


22. PROMPT ASSISTANCE

If, whilst on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through you or your party’s negligence.


23. INSURANCE

Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.



UPDATES & CHANGES

These Booking Conditions were published on 1st July 2018 and are current. These Booking Conditions may be updated from time to time, so please check here for the latest version of our Booking Conditions that apply at the time we issue your Booking Confirmation, or request a printed version.

If you made your booking before 1st July 2018, the previous version of our Booking Conditions applies.