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Terms & Condition (旅行条件) *必ずお読み下さい。

H.I.S. EUROPE LTD – BOOKING TERMS AND CONDITIONS

Standard Information Form on Traveller’s Rights when booking a Package Holiday
(Telephone and Offline Sales)

Part 1: General    

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to the packages. We, H.I.S Europe Ltd (company registered number 03974782) with registered office of Vintners’ Place, 68 Upper Thames Street, London EC4V 3BJ, will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, we have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that we become insolvent.

PART 2: Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018

  • Travellers will receive all essential information about the package before concluding the package travel contract.
  • There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
  • Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
  • Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
  • The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
  • Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
  • Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
  • Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
  • If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
  • Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
  • The organiser has to provide assistance if the traveller is in difficulty.
  • If the organiser becomes insolvent, payments will be refunded. If the organiser becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. H.I.S Europe Ltd has taken out insolvency protection for flight-inclusive packages and ATOL protected flights by way of their Air Travel Organiser’s License number 5484, issued by the Civil Aviation Authority,Gatwick Airport South, West Sussex. RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk. We will provide full financial protection for package holidays which won’t include flights, by way of a bond held by ABTA Ltd, The Travel Trust Association, 30 Park Street, Southwark, SE1 9EQ, www.abta.co.uk.  Travellers may contact the relevant entity if services are denied because of H.I.S Europe Ltd.’s insolvency.

Part 3: The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here:

https://www.legislation.gov.uk/uksi/2018/634/contents/made

 

INDEX

Introduction

Section A – Applicable to all bookings

Section B – Only applicable to Package Holiday bookings

Section C – Only applicable to single service bookings where we act as Principal

Section D – Only applicable to agency bookings

 

INTRODUCTION

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with H.I.S.Europe Ltd of Vintners' Place, 68 Upper Thames Street, London EC4V 3BJ, UK trading as H.I.S. Travel and No1 Japan Travel ( ''we'' or ''us''). 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, you agree on behalf of all persons detailed on the booking that you have read these terms and conditions and agree to be bound by them; you consent to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements); you are 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; you accept financial responsibility for payment of the booking on behalf of all persons details on the booking.

H.I.S. Europe Ltd act in the following capacities:- as a Package Organiser in the sale of a Package within the definition of the Package Travel and Linked Travel Arrangements Regulations 2018; as a Principal in a ‘single service’ booking (i.e. accommodation or flight only bookings) and as an agent for the suppliers of your holiday products.

Our obligations to you will therefore vary depending upon whether you book a Package where we are acting as the Package Organiser (please see B1 for details of where this will be the case), as a Principal in the sale of a single service booking or as a booking agent to help you arrange or book holiday products sold by a third party tour operator/supplier (“Supplier/Principal”).Our differing obligations are set out as follows, in the following separate sections: Section A contains the conditions which will apply to all bookings; Section B contains the conditions which will apply when you make a Package booking with us, where we are Package Organiser; Section C contains the conditions that will apply where you make a single service booking with us, where we are acting as Principal and Section D contains the conditions which apply agency bookings.

 

SECTION A -  APPLICABLE TO ALL BOOKINGS

A1. Booking

When you make your booking, you must complete a booking form, accepting on behalf of all your party the terms of these booking conditions and the general information, and pay the relevant deposit as specified at the time of booking (or full payment by the balance due date notified to you or if you are otherwise booking within 10 weeks of departure). A booking is made with us after you have paid the deposit or other relevant fee and we issue you with a booking confirmation either directly from ourselves or on behalf of the Supplier/Principal, where we act in an agency capacity (please see Section D for further details). A binding contract between you and the Supplier/Principal (where we act as agent) or between you and us comes into existence when we dispatch the booking confirmation to the first named person on the booking. If you believe that any details on the confirmation receipt (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 inaccuracy in any document within ten days of our sending it out (for flights tickets: once your airline ticket is issued details are non-amendable, so you must confirm that all details are correct at the time of booking).

A2. Accuracy

We endeavor to ensure that all the information and prices both on our website and in our brochures are accurate for all products promoted, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.

A3. Insurance

Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must organise your own insurance and if you fail to travel with adequate insurance cover we will not be liable for any losses howsoever arising, in respect of which insurance cover, would otherwise have been available.

A4. Events Beyond Our Control

Except where otherwise expressly stated in these booking conditions we (or the Supplier/Principal, where we act as agent) will not be liable or pay you compensation if our contractual obligations to you are affected by Events Beyond Our Control. For the purpose of these booking conditions, this means any event beyond our, the Supplier/Principal or our/their supplier(s) control, the consequences of which could not have been avoided, even if all reasonable measures had been taken. These events can include, but are not limited to war,threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, 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, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned 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, access to certain ports and airports etc. Please 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 confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our or the Supplier/Principal’s control, any such changes would be treated as Events Beyond Our Control, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we or the Supplier/Principal will not be liable to pay you any compensation.

A5. Jurisdiction and applicable law

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 booking will be dealt with by the Courts of England and Wales only. 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.

A6. Cutting your trip short

If you are forced to return home early, neither us nor the supplier in question can 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.

A7. Special Requests

Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation receipt or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met.

A8. Complaints

We (or the Supplier/Principal) make every effort to ensure that the arrangements you book through run smoothly but if you do have a problem during your holiday, please inform the relevant supplier(e.g. your hotelier) and resort representative (where applicable) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us (or the Supplier/Principal where we are acting as agent) as soon as possible. Failure to do so will affect ours and/or the applicable Supplier/Principal’s ability to investigate your complaint, and will affect your rights. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us (where we are acting as Package Organiser in the sale of a Package, or principal in the sale of a single service) at our postal address of H.I.S. Europe Ltd, Vintners' Place, 68 Upper Thames Street, London EC4V 3BJ, UK within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Where we are acting as agent for the Supplier/Principal in question, all assistance given in relation to resolving your complaint will be on a good will basis in our capacity as agent.

A9. Your Behaviour

All customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion, the opinion of the Supplier/Principal (where we are acting as agent) or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. Where we are acting as agent, we will do so with the authority of the supplier in question. In the event of such termination all liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. Neither we nor the Supplier/Principal will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of 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. Neither we nor the Supplier/Principal can be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

A10. Passport, Visa and Immigration Requirements and Health Formalities

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit www.passport.gov.uk. Special conditions apply for travel to the USA, and all passengers must have individual machine-readable passports. Please check www.usembassy.org.uk For European holidays you should obtain a completed and issued form EHIC prior to departure. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk. Non-British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to do so.

A11. Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice and State Department warnings 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 Events Beyond Our Control. (See clause A4 above).

A12. 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 which will form part of your contract with us.  Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions.  Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

A13. ABTA

We are a Member of ABTA, membership numbersJ0629 and W4036. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for their solution of disputes which is approved by the Charting Trading Standards Institute. If we can’t resolve your complaint, please go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

 

SECTION B: PACKAGE HOLIDAY BOOKINGS

This section only applies to Package holidays booked with us, where we are acting as the Package Organiser (please see clauseB1 for further details of when this will be the case). Please read this section in conjunction with Section A of these Booking Conditions.

B1. Definition of Package:

Where your booking is for a Package holiday that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this Section B of our terms and conditions.

A “Package” exists if you book a combination of at least two different types of the following separate travel services, for the purpose of the same trip or holiday:

(a)  transport; or

(b)  accommodation; or

(c)  rental of cars, motor vehicles or motorcycles (in certain circumstances); and

(d)  any other tourist service not intrinsically part of one of the above travel services,

provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.

Important note: where you have made a booking, which consists of not more than one type of travel service as listed at (a) – (c) above, combined with one of more tourist services as listed at (d) above, this will not create a Package where the tourist services:

-         do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or

-         are selected and purchased after the performance of the transport, accommodation or car rental has started.

These bookings will be treated as “Single Service” bookings and will not be afforded the benefit of the rights under the PTRs. Please see Section C of these booking terms and conditions for the terms applicable to such arrangements.

We occasionally sell Packages that are not organised by ourselves but by a third-party Supplier/Principal, which we sell as agent on the Supplier/Principal’s behalf. We will advise you where this is the case prior to you placing your booking. For such sales, this Section B will not apply, please refer to Section D instead.

B2. Pricing

When you make your booking, you must pay a non-refundable deposit of £150.00 per person, or the full price if within 10 weeks of departure or when booking a special offer. The balance of the price of your travel arrangements must be paid at least 10 weeks before your departure date. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit. All monies you pay to the travel agent are held by him on our behalf at all times.

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 chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes and (iii) the exchange rates relevant the package, Such variations could include but are not limited to airline costs changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.

We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 8% of the price of your confirmed travel arrangements (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 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. There will be no changes made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period. We will consider an appropriate refund of insurance premiums paid if you cans how 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 administration fee [£10]. 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.

B3. Transfer of Booking by you and Changes by you

If you wish to change any part of your booking after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £50 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that the costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with the table in B5.

If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 7 days before departure and you pay an amendment fee of £50 per person transferring, as well as any additional costs and charges incurred by us and/or incurred or imposed by any of our suppliers and 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 the table in B5 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

I    Important Note:  Certain arrangements may not be amended or transferred after they have been confirmed (for example, scheduled airlines normally regard name changes as a cancellation and rebooking) and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

 

B4. If you Cancel

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices or by email. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table at B5 (The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling).

Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. 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 significantly affecting the 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 additional compensation.  Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means 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.

This clause B4 outlines the rights you have if you wish to cancel your Package booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancelation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

 

B5. If We Change or Cancel Your Package Holiday

It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of Events Beyond Our Control or failure by you to pay the final balance.

Examples of “significant changes” include the following when made before departure; a change of accommodation area for the whole or a significant part of your time away, a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away, a change of outward departure time or overall length of your arrangements of twelve or more hours, a significant change to your itinerary, missing out one or more destination entirely. Examples of “minor changes” include the following when made before departure: any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type; a change of outward departure time or overall length of your holiday of twelve hours or less, or a change of accommodation to another of the same standard or classification.

If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of i) (for major changes) accepting the changed arrangements ii) having a refund of all monies paid or iii) 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 7days 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.

In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, if we make a significant change and if you do not accept the changed arrangements and cancel our booking, or if we cancel your booking and no alternative arrangements are available and/or we do not offer one. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

INDIVIDUAL

IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY

IF WE CANCEL YOUR HOLIDAY

IF YOU CANCEL YOUR HOLIDAY

Period before departure within which notice of Cancellation or major change is received by us or notified to you

Amount you will receive from us

Amount you will receive from us

Amount of cancellation charge

More than 70 days

Nil

Deposit Only

Deposit plus cost of any flights booked

From 69 to 43 days

£20

100% of holiday cost (+ £20)

Cost of any flights booked plus 70% of remaining arrangements

From 42 to 29 days

£30

100% of holiday cost (+ £30)

Cost of any flights booked plus 85% of remaining arrangements

Less than 29 days

£40

100% of holiday cost (+ £40)

100% of holiday cost




GROUP (GUIDED TOUR)

IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY

IF WE CANCEL YOUR HOLIDAY

IF YOU CANCEL YOUR HOLIDAY

Period before departure within which notice of Cancellation or major change is received by us or notified to you

Amount you will receive from us

Amount you will receive from us

Amount of cancellation charge

More than 70 days

Nil

Deposit Only

Deposit only

From 69 to 43 days

£20

100% of holiday cost (+ £20)

70% of holiday cost

From 42 to 29 days

£30

100% of holiday cost (+ £30)

85% of holiday cost

Less than 29 days

£40

100% of holiday cost (+ £40)

100% of holiday cost

 

We will not pay you compensation in the following circumstances:

a)   where we make a minor change;

b)   where we make a major change or cancel more than 60 days before departure;

c)    where we make a significant change and you accept those changed arrangements or you accept an offer of alternative arrangements;

d)   where we have to cancel your arrangements as a result of your failure to make full payment on time;

e)   where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; or

f)     where we are forced to make a change or cancel as a result of Events Beyond Our Control (see B)

If we become unable to provide a significant proportion of the services 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.

B6. Our Responsibilities to you in respect of Package Holidays

(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 Arrangements 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 performer arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment or your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ 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 if it 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 unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or

c)     Events Beyond Our Control (see A4).

 

(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 in respect of these claims is £25 per person in total because you are required to have adequate insurance in place to cover any losses of this kind

 

b)   Claims not falling under 3(i) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims 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); The Berne/Cot if Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. 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 EC 261/2004(denied boarding and flight disruption), 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. 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.

(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 complaint’s 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;

(b)  relate to any business;

(c)   indirect or consequential loss of any kind.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised by us. 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) 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 night per person. Please note that the three-night caps do 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 at least 48 hours before the start of your holiday. 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 back to your departure point.

B7. Financial security for Package Holidays

The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package holidays booked from this brochure and for your repatriation in the event of our insolvency. We provide financial security for flight-inclusive packages and ATOL protected flights by way of our Air Travel Organiser’s License number 5484, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk

When you buy an ATOL protected product from us you will receive an ATOL Certificate.  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.  For further information, visit the ATOL website at www.atol.org.uk.  The price of our flight inclusive arrangements includes the amount of £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. ATOL protection extends primarily to customers who book and pay in the United Kingdom and European Economic Area (EEA).

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). 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. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).

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 reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £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.

We will provide full financial protection for our package holidays which don’t include flights, by way of a bond held by ABTA Ltd, The Travel Trust Association, 30 Park Street, Southwark, SE1 9EQ www.abta.co.uk.

B8. Delays, Missed Transport Arrangements and other Travel Information

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 published 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 at 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 A4 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). 

The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it.  The latest flight timings will be shown on your tickets which will be dispatched to you approximately two weeks before departure.  You should check your tickets very carefully immediately upon receipt to ensure you have the correct flight times.  If flight times change after tickets have been dispatched, we will contact you as soon as we can to let you know.

Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.

This website is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned here in or any airline whose services are used in the course of your travel arrangements.

B9. Prompt Assistance

If, whilst you are 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 subcontractors, we will not be liable for any 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 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 you a fee for our assistance in the event that the difficulty is cause intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

B10. Disabilities and Medical Problems

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 which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

 

SECTIONC: AGENCY BOOKINGS

This section only applies to bookings we make for you when acting as agent for the supplier. Please read this in conjunction with Section A of these Booking Conditions.

C1. Contract

These are the terms on which we will make an agency booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. tour operator/airline/cruise company/accommodation provider) of your chosen travel arrangements, as named on your confirmation invoice and/or receipt(s).

As agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the services provided by them. The Supplier/Principal’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. Please ask us for copies of these if you do not have them.

C2. Payment

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier/Principal who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

Payment may be made by any of the following methods either in person at our offices or by telephoning us: credit card, debit card, bank transfer, cheque and cash.

When paying by Master Card or Visa issued in one of the following currencies then you will be charged in this currency: US, Canadian, Hong Kong, Singapore and Australian Dollar, Japanese Yen, Danish, Norwegian and Swedish Krona, Euro, Swiss Francs, Korean Won.

Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for travel arrangements will be held on behalf of the Supplier/Principal concerned in accordance with our agreement with them.

C3. Service Charges

We apply service charges for the services we provide, which are updated regularly. Please feel free to contact us for further inquiries on this matter.

 

Delivery

 

Special Delivery Post

GBP6.40

 

[Last updated 01 January 2019]


C4. Changes and Cancellations by the Supplier

We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed travel arrangements or to cancel them. If the Supplier/Principal offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the Supplier/Principal is entitled to assume you with to receive a full refund. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the Supplier/Principal but we accept no liability for any changes or cancellations made to your arrangements by the Supplier / Principal under your contract with them.

 

C5. Our responsibility for your booking

Your contract is with the Supplier/Principal and its booking conditions apply. As an agent, we accept no responsibility for the actual provision of the travel arrangements you have booked. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the travel arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis what so ever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

C6. Changes and Cancellations by You

Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your Arrangements.

The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure). In addition, you must pay us an administration fee of £25 per booking for any amendments to bookings and an administration fee of £25 for cancellations or as otherwise set out in the Service Charges table below. We will notify you of the exact charges at the time of amendment or cancellation.


C7. Delivery of Documents

All documents (e.g. invoices/tickets/Insurance policies) that require to be posted will usually be sent to you by Special Delivery. Once documents leave our offices, we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.


C8. Final Travel Arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

C9. Accommodation Ratings and Standards

All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.

C10. Japan Rail Pass Exchange Order

You must carefully consider the full terms and conditions attached to the quotation for your ticket. Please check that your full first name and surname are spelt exactly as they appear in your passport.  Your Japan Rail Pass Exchange Order is valid for 3 months from the date of issue. If you wish to cancel your Japan Rail Pass after we have received payment please return the complete unused pass to our office. There is a cancellation charge of 10% of the purchase price plus a handling fee of £25 per pass.  Credit card charges are non-refundable.  For train times and information please visit http://www.hyperdia.com/.

C11. FIT Limousine Bus Coupon

You must carefully consider the terms and conditions attached to the quotation for your ticket. Your FIT Limousine Bus Coupon is non-refundable, non-changeable and if lost cannot be replaced. Credit card charges are non-refundable. Please note these coupons cannot be used on Night Buses. For bus times, routes, fares and information please visit http://www.limousinebus.co.jp/en/.

C12. Complaints

Because the contract for your travel arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them. If you have a problem with your travel arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you.

If you wish to complain about any service, we have provided to you (i.e. our booking service) then please contact us directly.

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