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*Applicable for bookings made 22 - 28 Nov 2017 on all tours (EXCLUDING Iceland’s Magical Northern Lights, The Northern Lights of Finland and Adventure to Antarctica) departing 1 Jan 2018 - 31 Dec 2018. Offers are not valid on group or existing bookings, and not combinable with any other offer. Other restrictions may apply. Offer may be withdrawn at any time. Call for details.

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Terms and Conditions

These Booking Conditions, together with our privacy and data protection policy, and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Adventures Unlimited Inc. of Unit 6, Brook Business Centre, Cowley Mill Road, Uxbridge, Middlesex UB8 2FX, United Kingdom (‘we’ or ‘us’). Please read them carefully as they set out our respective rights and obligations. All the holidays in this brochure/ website are operated by Adventures Unlimited Inc. trading as Collette. References to ‘you’ and ‘your’ include the final named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is transferred.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

  • He/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
  • He/she consents to our use of information in accordance with our Privacy & Data Protection Policy;
  • He/she is over 18 years of age and resident in the United Kingdom 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;
  • he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
1. MAKING A BOOKING AND PAYING FOR YOUR HOLIDAY

To secure a booking, we or our authorised travel agent must receive the applicable deposit per person (or full payment depending on when your date of departure is) in accordance with table 1 below at clause 2. If the arrangements you wish to book are available we will issue a Confirmation Invoice and send this to you or your travel agent. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a Confirmation Invoice confirming the details of your booking. If your confirmed arrangements include a flight we (or if you booked via an authorised agent of ours, that agent) will also issue you with an ATOL Certificate. If you book online, any acknowledgement of your booking request which we send to you is not a confirmation of your booking. Before your booking has been confirmed, in the unlikely event that an error has occurred we do reserve the right to make any changes or decline your booking at our discretion. We will communicate any changes to you and request your acceptance of these before issuing you with a Confirmation Invoice.

Upon receipt, if you believe that any details on your 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).

The balance of the cost of your arrangements is due in accordance with Table 1 in clause 2 below. If we do not receive all payments in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in Table 2a and 2b in clause 6 below will become payable.

For flight inclusive bookings covered by our ATOL, any money paid to an authorised agent of ours 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.

In the case of international payments you must ensure that the full GBP Sterling amount is received by us after all bank charges have been levied.

2. DEPOSITS & BALANCES

Further to clause 1, the deposit payable and balance due date (including any surcharge where applicable) will vary depending on the holiday you book, as follows:

Table 1a.
Holiday Deposit Payable Balance due not less than
All holidays (excluding cruise holidays and Antartica) £200 per person 60 days before departure
Ocean and river cruise holidays £200 per person 120 days before departure
Holidays to Antarctica £200 per person 180 days before departure

*A higher deposit may be payable in certain circumstances, for example if any supplier(s) require additional payment at the time of booking / prior to the balance due date. On occasions, full payment for a service such as flights, permits or pre-purchased passes may also be required at the time of booking or prior to the balance due date. Please note that unlike many other operators, we do not charge any transaction fees if using a credit card.

3. THE PRICE OF YOUR HOLIDAY

You will be notified of the price of your holiday at the time of booking. However, we reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays.

Once we have issued you with a Confirmation Invoice and a contract exists between us, we guarantee that we will not pass on any unexpected fuel surcharges or currency exchange charges which may otherwise have affected the price of your booking. This means, no matter what happens to the price of fuel or with the exchange rates we use, the price of your confirmed holiday is protected at all times. The prices shown in our brochures and our website are based on our current charges and costs but they may go up and down; we reserve the right to alter the price of any of our holidays and will advise you of the correct price prior to booking. Please call us or visit our website for the most up-to-date prices.

The price of your travel arrangements has been calculated using the rate of $1.50 to £1 in relation to the following currencies: US$ and £GBP.

4. 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 your holiday arrangements, 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.

5. IF YOU CHANGE YOUR BOOKING

If after your holiday has been confirmed you wish to alter your booking, we will try to make the necessary arrangements provided we receive written confirmation of the change from the person who signed the booking form, or your travel agent, before the date on which the final balance of the cost of your holiday is due. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Changes and transfers will be subject to an administrative fee of £25 per change per person as well as any applicable rate changes or extra costs incurred by us and any costs or charges 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 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.

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 (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days before departure and you pay an amendment fee of £25 per person transferring, meet all 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. If you are unable to find a replacement, cancellation charges as set out 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.

6. IF YOU CANCEL YOUR BOOKING

IIf 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. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges to compensate for estimated losses and expenses. These are calculated from the date we receive your written notification of cancellation and will be payable up to the maximum shown in Tables 2a and 2b below.

The cancellation charges detailed below are calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling:

Table 2a: All holidays excluding ocean/river cruises and holidays to Antarctica
Period before departure notice of cancellation is received by us Cancellation Charge
More than 60 days Deposit only
60 - 29 days 50% of holiday cost
28 - 15 days 60% of holiday cost
14 - 8 days 75% of holiday cost
7 - 4 days 90% of holiday cost
Less than 3 days 100% of holiday cost

Table 2b: All ocean/river cruises and holidays to Antarctica
Period before departure notice of cancellation is received by us Cancellation Charge
Before balance due date Deposit only
Before balance due date - 90 days 50% of holiday cost
89 - 45 days 60% of holiday cost
44 - 21 days 75% of holiday cost
20 - 8 days 80% of holiday cost
7 - 4 days 90% of holiday cost
Less than 3 days 100% of holiday cost

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.

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

You may be able to reclaim these charges (less any applicable excess) under the terms of your insurance policy.

If some, but not all party members cancel, additional charges may be payable by the remaining members, e.g. under occupancy charges or single supplements. No allowance or refund can be made for your meals, rooms, excursions etc., included in the price of your tour but not taken, nor can any refund be made for lost, mislaid, or destroyed travel tickets or vouchers.

7. IF WE CHANGE OR CANCEL YOUR BOOKING

As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.

Changes: If we make a minor 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 minor changes include alteration of 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.

Occasionally we may have to make a major change to your confirmed arrangements. ”Examples of “major 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 change of UK departure airport, as long as that change is not from one London airport to another London airport. London airports are Heathrow, Gatwick, Stansted, Luton and London City;
  • A significant change to your itinerary, missing out one or more destination entirely;
  • the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period.

Cancellation: We will not cancel your travel arrangements less than [60 days] 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.

If we have to make a major 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:

  1. (for major changes) accepting the changed arrangements;
  2. having a refund of all monies paid; or
  3. 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 you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements.

Insurance If we cancel or make a major 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

If we cancel or make a major change less than 60 days before departure, we will pay compensation as detailed below. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure a significant change or cancellation is notified to you (or your travel agent) Compensation change or per person (excluding infants)
60 days or more £0
59-45 days £20
44-30 days £30
under 30 days £50

IMPORTANT NOTE: We will not pay you compensation in the following circumstances:

  • where we make a minor change;
  • where we make a major change or cancel your arrangements more than 60 days before departure;
  • where we have 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 cancel or change your arrangements due to Force Majeure (see clause 12).

Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you.

If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.

8. PASSPORTS, VISAS AND HEALTH REQUIREMENTS

It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your booking and that no personal circumstances such as a criminal offence or travel to another country will affect your entry into the country you’re visiting, and that you have the required vaccinations to gain entry to any country which you are visiting. 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 6 months 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. Further, we are not liable to you for any illness or discomfort you suffer through failure to have required vaccinations or to follow medical advice. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

9. SINGLE TRAVELLER OCCUPANCY

Our holidays are advertised on a per person basis based on two persons sharing a room therefore the price when occupied by one person is higher than when two persons share the cost of the room. It is not our intention to penalise anyone who is under occupying the accommodation we provide and we certainly do not make additional or excessive profit from these sales: the price we charge merely reflects the real cost to us. If a hotel is able to offer accommodation designed for single occupancy only, we will normally charge a reduced supplement, considerably smaller than the one we apply when a single traveller occupies a double room. Allocation of rooms is at the discretion of each individual hotel and not something that we can influence.

10. DEALING WITH COMPLAINTS

We will make every effort to make your holiday as enjoyable and trouble free as possible. Most problems can be sorted out straight away if we know about them. If you have a complaint, you must advise our representatives straight away and the supplier of the service(s) in question. If you don’t complain at the time this may affect your ability to claim compensation. You may also contact us directly using the emergency telephone number enclosed with your travel documents. That number will put you in touch with one of our employees who will take all reasonable steps to help you.

If the problem cannot be resolved and you wish to complain further, you must write to us within 28 days of your return from holiday to: Customer Services Department, Collette, Unit 6, Cowley Mill Road, Brook Business Centre, Uxbridge, Middlesex, UB8 2FX, quoting your booking reference number 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. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause [23] for further details. 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

All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion 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. In the event of such termination our 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. We 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. 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. EVENTS BEYOND OUR CONTROL

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. 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, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Foreign Office.

14. OUR RESPONSIBILITY FOR YOUR HOLIDAY
  • We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, 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 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
  • 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:
    • the act(s) and/or omission(s) of the person(s) affected;
    • 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
    • unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
    • an event which either ourselves, our employees, agents or suppliers and subcontractors could not, even with all due care, have foreseen or forestalled.
  • We limit the amount of compensation we may have to pay you if we are found liable under this clause as follows:
    • 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 an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
    • Claims not falling under (a) 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 twice 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.
    • Claims in respect of international travel by air, sea and rail, or any stay in a hotel
      • 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/ COTIF 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 office. 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.
      • 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.
      • 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.
  • It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these Booking Conditions.
  • 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.
  • Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description 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) any business losses.
  • 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. 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.
14. 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 ourselves or the supplier concerned.

15. DELAYS 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.

The Package Travel Regulations 1992 provide that in the event that you experience difficulties on the occurrence of circumstances described in clauses 13 (3) (a) (b) (c) of these Booking Conditions, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any 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.

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 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 clause 12 of these Booking Conditions (which includes the behaviour 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 despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been despatched 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 http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban with the EU Community.

This brochure is 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.

Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.

16. 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 invoice 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 in writing. We do not accept bookings that are conditional upon any special request being met.

17. 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 confirmed 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.

18. CONSUMER PROTECTION

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 you book with us.

For holidays that include any flight, we provide this security by way of a bond held by the Civil Aviation Authority under ATOL number 4832. When you buy a flight-inclusive holiday from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are 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.

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

We are also a member of ABTA (ABTA Number W050X). If your holiday does not include flights ABTA will financially protect your holiday in the same way.

19. ADVANCE 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 policy.

20 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 12).

21. LAW AND JURISDICTION

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 under the ABTA Arbitration Scheme or 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.

22. ACCURACY OF PRICES AND INFORMATION

We endeavour to ensure that all the information and prices both on our website and in our brochures are accurate, 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.

23. ABTA

We are a Member of ABTA, membership number W050X. 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 the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, 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

24. INSURANCE

It is a condition of your contract with us that you have adequate travel insurance in place. You must be satisfied that your insurance fully covers all your personal requirements including cancellation charges, pre-existing medical conditions, medical expenses, repatriation, helicopter rescue and air ambulance in the event of accident or illness. The insurance cover should extend for the planned duration of the holiday and at least an additional day. Details of a policy suitable to cover the arrangements you book are available by contacting us as detailed below. 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. The insurance policy and the receipt of premiums paid there under should be provided to us prior to departure. If you join the holiday without adequate insurance you may not be allowed to continue on the holiday, with no right to refund. If circumstances give rise to a claim the client will forthwith pursue his remedies under such policy(ies). We will also ask you for details of the name, address and telephone numbers of their next of kin or persons to be notified in the event of an emergency.

We act as an Introducer Appointed Representative for the purposes of your travel insurance, appointed by Global Travel Insurance Services Ltd who are authorized and regulated by the Financial Services Authority whose status can be checked on the FSA Register by visiting www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234. Contact Details: Address for correspondence: Amelia House, Crescent Road, WORTHING, West Sussex, BN11 1RL, Telephone: 01903 235042 Fax: 01903 211106 Email: enquiries@globaltravelinsurance.co.uk Website: www.globaltravelinsurance.co.uk. We will send you an application form on request if you call us at 0800 804 8701 enabling you to arrange this insurance. If preferred, you can click here http://www.globaltravelinsurance.co.uk/IAR1533/ quote where you can obtain a quotation and arrange the insurance online. Beyond providing this information, we are not allowed to assist you in any way in the arrangement of your travel insurance or give any advice.

DATA PROTECTION & PRIVACY POLICY

In providing our service to you, we must collect personal information from you and make subsequent use of it as detailed below. We will only collect personal information from you by specifically asking for it when you make a booking with us over the telephone or via our internet booking facilities or when you write, fax, telephone or email us to make an enquiry. We may collect all or some of the following information relating to you or other members of your holiday party:

  • names and contact details
  • credit/ debit card or other payment details
  • special requirements such as those relating to any disability or medical condition which may affect the chosen holiday arrangements
  • dietary restrictions (which may disclose your religious beliefs)
  • travel preferences

Some of the information we collect (such as about health or religion) may be considered “sensitive personal data” under the Data Protection Act 1998. We collect it to cater to your needs or act in your interest, and we are only prepared to accept sensitive personal data from you on the condition that we have your positive consent. We will seek this consent when necessary. For the purpose of providing you with our services, we may disclose the information to the providers of the services making up your holiday arrangements (who could be located outside the UK/ EEA). In order for you to travel overseas, it may be mandatory (as requested government authorities at the point(s) of departure and/or destination) to disclose your information for immigration, security and anti-terrorism purposes, or any other purposes which they determine appropriate. Even if not mandatory, we may exercise our discretion to assist where appropriate. We may need to disclose our customer list including any personal information relating to you to a third party who acquires or attempts to acquire all or substantially all of the asset/ stock in our company or our website. We may from time to time contact you with information about special offers, brochures, new products, forthcoming events or competitions. You will be given the opportunity on every communication we send you to indicate that you do not wish to receive our promotional material. We have taken all reasonable steps to have appropriate security measures in place to protect your information. Outside the European Economic Area, controls on data protection may not be as wide as the legal requirements in this country. If you do not agree to our use of the information as set out above, you should inform us as soon as possible by writing to us at: Marketing Department, Collette, Unit 6 Brook Business Centre, Cowley Mill Road, Uxbridge, Middlesex, UB8 2FX or e-mail us at marketinguk@ gocollette.com. You may ask us in writing for a copy of the information we hold about you (for which we may charge a fee) and to correct any inaccuracies in your information. We aim to respond to you within 21 days from the date of request. As our privacy statement may change due to developments in the law we encourage you to re-read this from time to time so you are aware of any changes in how we gather and use your personal information. Any changes to this Policy will be either posted on our website, brochure and/or made available on request. Prices shown are correct at time of print & are subject to availability. Please note the terms and conditions in this brochure are correct at time of print. For our latest terms and conditions please visit our website at www.gocollette.co.uk

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