TERMS & CONDITIONS
Various tour operators provide different cancellation options, which differ from our own tailor made packages conditions. The tour operator’s terms and conditions are available on request. Please ask for more details.
Please read these Terms & Conditions carefully. They contain important information about your holiday contract.
Your contract is with Heritage Collection Travel Ltd referred to as “we” or “us” in this contract. A binding contract is only entered into when we issue a confirmation invoice. By contacting us, and/or your travel agent, to make a booking you accept that you have the authority to bind all members of your party to these terms and conditions. It is essential that you check the travel details on the confirmation invoice and inform us immediately of any errors. Your booking is also subject to the conditions of carriage of your chosen airline.
2. YOUR FINANCIAL PROTECTION
When you buy a holiday package from Heritage Collection Travel Ltd, The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and ensure that your money is refunded or that you are repatriated in the unlikely event of our insolvency (for all UK citizens, except residents of the Channel Islands and the Isle of Man). We are holders of Civil Aviation Authority ATOL license 11969, which will protect any holiday package including a flight, except for residents of the Channel Islands and the Isle of Man, as described in the paragraph above. If the holiday you buy from us is an ATOL-protected air holiday package you will receive a Confirmation Invoice from us confirming your arrangements and your protection under our Air Travel Organiser’s License number 11969. In the unlikely event of our insolvency, the CAA will ensure that you are not 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. When acting as an agent for tour operators for bookings made with Heritage Collection Travel these are also protected by the TTNG (The Travel Network Group).
Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed [on this website]. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to:www.atol.org.uk/ATOLCertificate
All package holidays that you buy from us that do not include a flight or for other individual travel elements that you buy from us (eg accommodation only, car hire etc) are also protected with your security provided by way of a trust account held with the TTA.
3. PAYMENT FOR YOUR HOLIDAY
We reserve the right to vary the deposit as appropriate. The balance is due 12 weeks prior to departure. If the booking is made less than 12 weeks before departure, the full amount is due on booking. If any balance remains unpaid, travel documentation will not be issued and we reserve the right to treat your booking as cancelled and apply the cancellation charge set out below. Final travel documents will usually be sent out approximately 2 weeks before departure. All money paid to a travel agent will be held by the agent on our behalf.
Payment must be in the currency of the invoice and you are responsible for bank charges. In some cases quotations will be based on instant purchase, limited availability non refundable airfares and full payment of the total holiday cost must be made at the time of booking. Full details will be given at the time of enquiry.
4. AMENDMENT AND CANCELLATION BY YOU
We will do our best to assist you in altering your arrangements after booking but cannot guarantee this will be possible. If alterations can be made you will be responsible for all extra charges and costs and we reserve the right to charge a £50 administration fee per person plus any applicable charges levied by our suppliers. We also reserve the right to treat any amendment less than eight weeks prior to departure as a cancellation and apply the cancellation charges set out below.
Cancellations must be submitted in writing, and are effective the day it has been received by us.
More than 12 weeks prior to departure – Loss of deposit
Within 12 weeks – 100% cancellation.
Outside of 12 weeks – A £75.00 admin fee will be payable.
Your deposit is non-refundable even in the cancellation calculated is lower than the deposit amount. Where elements of your holiday are non-refundable, the cost of these will be added to the cancellation charge you due.
5. AMENDMENT AND CANCELLATION BY US
It is occasionally necessary for us to make changes to advertised products and services and we reserve the right to make such changes. In exceptional circumstances we may have to modify your holiday after booking. If the change is minor we will do our best to notify you in advance but are not obliged to do so and no compensation is payable. If the change is material (for example, a change of flight time by more than 12 hours, change of destination or to a lower standard of accommodation), we will notify you as soon as practically possible and offer you the choice of (i) accepting the alternative arrangements or (ii) arranging an alternative holiday with us or (iii) cancelling your holiday. Whichever option you choose we will pay you compensation unless the change has been caused by force majeure or low bookings as defined below.
Days before departure Compensation per person
(B) CHANGES DURING THE HOLIDAY
If we are unable to provide a significant proportion of your holiday whilst you are away, suitable alternative arrangements will be made for you at no extra cost or, alternatively, you will be returned to your point of departure and given a pro-rata refund for any part of the holiday not received. This does not apply to minor changes in your accommodation, itinerary or transportation.
(C) CANCELLATION BY US
Whilst we hope we will never have to cancel your holiday this does very occasionally happen and we reserve the right to do so. Should it be necessary to cancel your holiday we will endeavour to offer alternative travel arrangements of equivalent or similar standards, together with a price refund if appropriate. Alternatively we will provide a full and prompt refund.
(D) FORCE MAJEURE
Compensation will not be payable in any cases where an amendment, change or cancellation is due to “force majeure”, being unusual or unforeseeable events or circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid. These include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), notifiable disease, industrial disputes, technical or maintenance problems with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, levels of water in rivers, acts of God, closure of airports, changes of schedules or operational decisions of transport providers.
(E) LOW BOOKINGS
Compensation is not payable if a holiday or tour does not take place because a required minimum number of passengers to enable the holiday or tour to take place has not been reached and you were informed of that requirement at the time of booking.
(A) QUOTES AND BOOKINGS
All prices quoted are usually total price based on sharing a twin/double room and are in pounds sterling unless otherwise shown and are subject to change, up or down, until the booking is concluded. After that, we will only increase the price in limited circumstances to reflect increases in transportation costs (including fuel and airfares), dues, government approved taxes (including VAT), both in the UK and overseas, fees chargeable for services (including landing taxes and embarkation and disembarkation and security fees at airports), Government action or exchange rate variation. If the surcharge would increase the cost of your holiday by 10% or more, you may cancel your holiday and receive a full refund (except insurance premiums). We will absorb, and you will not be charged, for any increase equivalent to up to 2% of the original price of your holiday (excluding insurance premiums and amendment fees). No surcharges will be made within 30 days of departure.
(B) OFFERS AND BENEFITS
All offer prices and honeymoon benefits and extras are subject to terms & conditions and availability. All offers, benefits, extra inclusions and prices quoted must be confirmed at the time of booking.
7. OUR RESPONSIBILITIES TO YOU
We take care to ensure that all involved in the preparation and supply of your holiday maintain the highest standards. Please remember that the appropriate standards will be those prevalent in your destination which may not be the same as developed international standards.
(a) We will pay reasonable compensation (subject to (c) below) if the product supplied to you is not of the standard described or contracted for by you.
This compensation will be limited (except in the case of death or injury) to no more than twice the holiday price of the person affected.
(b) Should failure in your holiday arrangements relating to you or any member of your party being killed, injured or becoming ill during or as a result of, carriage by aircraft, ship, train or coach as part of the holiday arrangements organised by us our liability to pay compensation is limited in accordance with the liability of the carrier/service under any international convention which governs such services.
(c) Our liability to you does not apply if you or any member of your group is at fault; if the failure is the fault of someone else not connected with providing the services which form part of our holiday contract with you; the failure is due to any unusual or
unexpected circumstances beyond our control, which we could not have avoided even if we had used all care possible or the failure is due to any event which we or the supplier of any service could not help, expect or prevent.
(d) Any acceptance of liability is subject to you agreeing to assign to us your rights against any third party responsible for the events leading to your claim and to you affording us all necessary assistance in pursuing that claim.
8.1 If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier/Tour Operator) immediately who will endeavour to put things right. Their contact info will be on your tickets or in the hotel reception If the supplier cannot resolve the problem to your satisfaction, you must also contact Heritage Collection Travel immediately by telephoning our office on 01904 530 142 2. If no reply, please leave a message and a member of the team who will get back to you. So that we have the opportunity to help. We make every effort to ensure that your holiday arrangements run smoothly but In the event that that the issue cannot be resolved at the time, you must write to us within 14 days of return from your trip quoting the original booking reference and giving all relevant information to; Heritage Collection Travel, 8 Goodramgate York, YO1 7LQ or by emailing to [email protected]
8.2 If you’re unhappy with how your complaint is being dealt with and wish to use an alternative dispute resolution service, you can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.
8.3 Where we are acting as agent, we will forward your complaint to the relevant supplier/principal for resolution. We will liaise between you and the supplier/principal if needed but we will have no liability to you for any refunds or compensation.
9. PASSPORTS, VISAS AND OTHER ESSENTIAL DOCUMENTATION
It is your responsibility to ensure that all necessary passports are machine readable. You should also ensure that all necessary visas, international driving licenses, vaccinations and other health documents are in order. All passports must have a validity of at least six months from your scheduled return date to the UK. You will generally need clear/clean pages for visas, as required, to be inserted. You must read all documentation that is supplied to you and ensure that all information contained within is correct. Failure to do so may incur amendment charges which are your responsibility. Some countries and airlines now require additional passenger information (API). We will inform you which countries require this information. This information is compulsory and is required by authorities. It is essential that all clients provide the API prior to travelling. Failure to provide this information may result in you being denied boarding for your flight. No refund will be permitted, and any additional costs will be borne by the named clients.
10. TRAVEL INSURANCE
Your holiday package with us does NOT include travel insurance and it is your responsibility to ensure you have adequate insurance cover. In accordance with normal industry practice, we will require you to have adequate travel insurance to provide accident and medical cover before your holiday departs. Such insurance should ideally be valid from the date of booking, be valid throughout the holiday duration and financially cover any probable loss through cancellation, amendment, accident or health related problems. You should ensure you are covered for all activities you are planning on your trip.
All pre-booked meals will be on a table d’hôte basis. Supplements can apply for à la carte items or restaurants.
11. SPECIAL REQUESTS
Whilst we will endeavour to comply with any special requests such as airline seating, diets and room requirements, we can only do so on a “goodwill” basis. As these are usually only provided at the discretion of the relevant supplier, we cannot guarantee availability and cannot be held responsible if they are not provided.
12. EXCURSIONS AND ACTIVITIES
We are only responsible for excursions and activities sold by us and which form part of your holiday contract.
This contract is governed by English Law and is subject to the exclusive jurisdiction of the courts of England and Wales.14. DATA PROTECTION POLICY
In order for us to process your booking we need to store and record your information, including data as supplied. This may include transfer of such information outside of the European Economic Area to parties involved in the arrangements of your holiday. Equally we use such information for updating our mailing lists and from time to time you may receive travel related information from us or from another company from within Western & Oriental plc. Should you not wish to receive such literature you must advise us in writing.
16. UK FOREIGN OFFICE ADVICE ON OVERSEAS TRAVEL
It is now assumed that British citizens are at risk of terrorism, be it in the UK or when travelling overseas. History has shown us these attacks can either be spontaneous or premeditated. For your guidance we suggest you visit the website of the Foreign Office on: ww.fco.gov.uk or tel: 020 7821 4090. The website is regularly updated and provides you with country-specific information, including advice on terrorism and general matters on health and safety.
17. ADDITIONAL INFORMATION
In addition to these general booking conditions, specific relevant destination information may be contained within the individual brochures and website.