your agreement with us

9. YOUR CONTRACT

   By asking us or your travel agent to confirm your booking, you are accepting that the terms of this Agreement (and the conditions of any contract made with your suppliers) applies to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party (see Data Protection in Important Information). Your contract with us is subject to the laws and jurisdiction of England and Wales. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

10. PAYING FOR YOUR TRAVEL ARRANGEMENTS

    You will be required to pay a deposit to us for each person when you book unless this is within eight weeks of departure when the full amount for the booking is payable. The deposit amount will be specified by us or your travel agent when your booking is made. Please note your booking deposit may be increased or there may be a charge payable for some accommodation, holidays or flight bookings where it is necessary to secure specific facilities with full payment at the time of booking e.g. weddings, coach touring and specific types of airline tickets. Once confirmed, the booking deposit, additional charges paid and insurance premiums will not be refunded in the event of cancellation except in the circumstances specified in Sections 2, 3 or 4 or as otherwise required by law. For a holiday, this is your only commitment until eight weeks before you go. Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least eight weeks before you go on holiday. If you don't, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on that last Invoice, in accordance with the scale in section 12. If you pay money for your booking to a travel agent appointed by us, they will hold that money as our agent from the time they receive it until they pay the money to us. If payment for your booking is made by credit card a handling fee of 2.0% per transaction is made. No charge is made for payments made by Debit Card.

11. IF YOU CHANGE YOUR BOOKING

    1. If you want to change any details of your booking (such as changing to a different hotel or changing your point or date of departure) or to cancel an optional extra you have booked, we will do our best to help but please note that we usually treat amendments that would lower the basic price of your holiday as a different holiday (see 11.4 below). We charge an 'Amendment Fee' for each detail of the booking which you change. If you make the change more than 56 days before departure, the fee will be £25 per person. For any changes within 56 days of departure, appropriate cancellation charges will be applied (see below).
    2. The price of your new travel arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you first booked your travel arrangements.
    3. Name change, and or departure details such as date and time changes are not always allowed by airlines and other transport providers whenever they are made. Whilst we will do our best to change the details of the booking, please bear in mind that most airlines and other transport providers treat name and departure detail changes as a cancellation and charge accordingly. These charges will be passed on to you. Once tickets have been issued, and sometimes even before they have been issued, any changes made to the ticket, including names or initials, will result in you having to pay for the cancelled ticket and buy a new ticket at full cost.
    4. If, within 56 days of departure, you want to change to a different holiday or you wish to change your departure date to a later date, you will have to pay cancellation charges (see section 12). If the change means we must send you new tickets, we cannot give you any refund until we have received all your old travel documents, including tickets.
    5. Some types of accommodation (such as apartments, or hotel rooms with reductions for three adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and it is not covered by our recommended Insurance.
    6. Except where we are your Booking Agent and subject to clause 11.3 above, if you are prevented from taking the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions:
       • You must sign an amendment/cancellation form authorising us to make the transfer;
       • The person to whom you transfer your holiday booking must comply with all the terms of the existing booking;
       • That person must sign a holiday booking form accepting the transfer and the terms of Our Agreement;
       • That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (and the premium cannot be refunded);
       • We will also charge amendment fees in accordance with section 11.1 above. This will be added to the new Invoice issued to that person;
       • You cannot transfer a holiday booking within 21 days of departure; and
       • You will remain responsible for the payment of any balance on that new Invoice should that person fail to pay it.

12. IF YOU CANCEL YOUR BOOKING

    If you want to cancel your booking or part of it, the lead name on your booking or your travel agent must advise us in writing at the address given in the Important Information below. The letter must be signed by the person who made the booking. To cover the cost of processing your cancellation and to compensate us for the risk that we may not be able to resell your travel arrangements, we make a cancellation charge on the scale shown below. The person who made the booking is responsible for paying this charge. The size of the charge depends on when we receive your form or letter - the more notice you give, the less we will charge. If you are travelling on a scheduled flight, we cannot give you any refund until we have received your old travel documents, including tickets. Please return them to us or your travel agent immediately. Please note that for certain travel arrangements e.g. coach tours and many scheduled transport providers the cancellation charge may be higher than those shown. In certain cases a 100% cancellation fee applies as soon as the booking is made and the ticket is issued. Please ask for full details of cancellation charges at time of booking. If you have taken out our recommended Insurance policy, you may be able to claim for the cancellation charge. You will find details on the Insurance page. If you have taken out other holiday insurance, please check your policy.

    Cancellation charges

    These charges are based on how many days before your booked departure we receive your cancellation notice. These charges are a percentage of the total cost of your booking, not including your insurance premium.

    Period before departure within which written notice of cancellation is received	% of total booking price
    More than 56 days	Loss of deposit*
    55 - 29 days	50%
    28 - 22 days	70%
    21 - 8 days	90%
    7 - 0 days	100%

    * Where the standard deposit is increased to secure specific facilities or an additional payment has been made for airline tickets (see Section 10 above) and these are non-refundable in whole or in part, then the scale of charges shown will be calculated based on a % of the cost of all other arrangements and the non-refundable charges will be added to that cancellation charge to give the total charge.

13. IF YOU HAVE A COMPLAINT

    If we are the Booking Agent, your contract with your supplier may have a complaints procedure to follow (see Section 1). If your contract is with us and you have a complaint about your arrangements whilst away, you must immediately notify the supplier of the service in question locally. If they are unable to resolve the problem immediately, and a member of our staff is not available, you should contact us straight away by telephone/fax/email and we will endeavour to assist. If you are still not satisfied on your return home, you must write to our Customer Services Department at the address given in the Important Information, within 28 days of returning from your holiday. Please write your holiday reference number on your letter, and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the supplier, then we may not be able to deal positively with any complaint on your return. Please submit any complaint within 28 days to allow it to be investigated properly.

14. CONDUCT WHILE TRAVELLING

    We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive or affects other travellers or is threatening or abusive towards our staff or agents in the UK or resort, on the telephone, in writing or in person. If the Captain of your flight or cruise ship or our resort staff believes that you could be disruptive, they can also refuse to let you proceed with your travel arrangements. If this means you are not allowed to board the flight outbound from the UK, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see section 12). If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any costs and expenses incurred as a result of your behaviour e.g. the cost of diverting an aircraft or ship to remove you. Criminal proceedings may also be instigated.

15. YOUR ACCOMMODATION

    The accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on any Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there.

16. THE CONDITIONS OF YOUR TICKET

    When you travel by air or by sea, your journey may be subject to certain international conventions such as the Warsaw Convention, Montreal Convention or Athens Convention. You agree that the transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging this 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 these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey. We will tell you the identity of your air carrier when you book with us and if it is not known at that time or subsequently changes we will inform you as soon as possible and no later than at check-in for your flight (or boarding if it is a connecting flight without check-in).