Terms & Conditions
Please read these booking conditions carefully, they form an important part of the contract for your trip.
All holidays are organised and offered for sale in the United Kingdom by South Quay Travel & Leisure Limited trading as Smile Group Travel.
Your Financial Security
These conditions together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with South Quay Travel & Leisure Limited (ATOL 4619) and (ABTA V9945) ("South Quay"), ("us"), ("our"). 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 (Tour Group Leader – who will be our sole point of correspondence and contact) and all persons named on the booking (including anyone added or substituted at a later date). By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:-
a. He/she has read these terms and conditions, has the authority to and agrees to be bound by them;
b. He/she consents to our use of information in accordance with our Data Protection Policy (see clause 17); c. 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.
Tours not involving air travel are financially protected by South Quay Travel & Leisure Ltd.’s bond with ABTA. Membership Number V9945. In the unlikely event of South Quay Travel & Leisure Ltd.’s insolvency, ABTA will ensure that you are not left stranded abroad and will arrange to refund any money paid to South Quay Travel & Leisure Ltd for an advance booking.
1. Description, Prices & Payment
Holidays involving air travel are financially protected by South Quay Travel & Leisure Ltd.’s bond with the Civil Aviation Authority ATOL 4619. The CAA will financially protect your holiday in the same way to ensure that you are not left stranded abroad, and will arrange to refund any money you have paid to us for an advance booking except where your contracted arrangements with us do not include transport to and from the UK. In this case, if already abroad, you will be returned to the point where your contracted arrangements with us commenced. 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. When you buy an ATOL protected flight or flight inclusive holiday 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.
Many of the flights and flight-inclusive holidays advertised or on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services advertised or shown 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. For more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
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 or a suitable alternative (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
When you buy an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent 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. If we do fail, any money held at that time by the agent, or subsequently accepted from you 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.
When you buy arrangements other than an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on our behalf at all times.
If you book arrangements other than an ATOL protected flight or a package tour, the financial protection referred to above does not apply.
Important note: the information and prices shown may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of publication, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking. Should we become aware of the need to revise information or prices, we may do so by informing you before we accept your booking. In this case the revised information or prices will be considered to form part of our contract with you as if they had originally been published in our brochure and/or on our website.
Bookings can be made by calling us or by completing and signing the booking form, which you will need to post or email to us along with your deposit. Bookings confirmed by telephone, with a deposit payment taken and confirmation invoice issued, are legally binding verbal agreements and are subject to the same booking conditions as a booking confirmed in writing. We accept Visa & MasterCard for credit card payments and charge a 2% fee for this facility. Debit card payments are free (Visa Delta & Switch). We also accept American Express and charge a fee of 3% for this service.
Once we have received all appropriate payments, we will, subject to availability, confirm your holiday by issuing a confirmation invoice. A binding contract between us comes into existence when we despatch our confirmation invoice to the party leader. Upon receipt, if you believe that any details on the confirmation (or any other document) are wrong you must advise us immediately as changes may not be made later. Your balance payment is due no less than 13 weeks prior to departure, for which we will not issue a reminder.
(6 hours or less)
(7 hours +)
(To secure your booking)
25% or £250 (lowest amount)
20% or £250 (lowest amount)
(6 months prior to departure)
30% or £500 (lowest amount)
No later than 13 weeks prior to departure
No later than 13 weeks prior to departure
If we do not receive all payments due in full and on time, we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 2 will be payable.
The price of your travel arrangements has been calculated using exchange rates known on the 28th November 2014 (Source: Barclays Bank) We reserve the right to amend the price of unsold travel arrangements at any time and correct errors in the prices of confirmed holidays.
The price of your confirmed arrangements is subject at all times to variations in:
(i) transportation costs, including the cost of fuel; or
(ii) dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or
(iii) the exchange rates used to calculate the price of your arrangements;
Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers. 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 10% 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 other comparable arrangements if we are able to offer them (if these are of equivalent or higher quality you will not have to pay more but if they are 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. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your invoice. There will be no change made to the price of your confirmed arrangements within 30 days of your departure nor will refunds be paid during this period. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your arrangements go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. 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
2. Changes and Cancellations by you.
If you wish to change any part of your arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. We have no obligation to make these changes, however we will do our best to help. Where we can meet a request, all changes will be subject to an administration fee of £25. The administration fee that we charge is in addition to any charges levied by ground operators, hotels or airlines. You should be aware that these costs could increase the closer to the departure date you make a change or cancellation so if changes are required you should contact us as soon as possible. It should also be noted that a reduction or increase in the numbers traveling in the group from those originally booked may have an effect on the overall price per person. In other words, the price per person may be increased as your tour price will be re-calculated for the new party size. 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 made your booking. 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.
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, including an agreement to these booking conditions) providing we are notified not less than 28 days before departure and you pay an administration fee of 15% of the cost of the arrangements and meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers. If you are unable to find a replacement, cancellation charges as set out below 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.
Cancellations must be made by the Tour Group Leader in writing by letter or email and will take effect when received by us. You will receive an invoice confirming your cancellation within two weeks of receiving your correspondence. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. (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 which are not refundable in the event of the person(s) to whom they apply cancelling.)
Date Cancellation received
After deposit received
13 weeks or less
100% of total price
In addition please note that certain travel arrangements e.g. many scheduled transport providers and additional options such as excursions, a 100% cancellation fee may apply as soon as the booking is made. Please ask for full details of cancellation charges at time of booking. Where we have organised your flights, if you are travelling on a scheduled flight, we cannot give you any refund (if one is due) until we have received your old travel documents, including tickets.
Free of charge places for staff are given based on the pay members of the group. If any of these paying members drop out this will affect the free of charge places. Therefore any differences will have to be covered by the remainder of the group.
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.
3. Changes and Cancellations by us.
We make travel arrangements many months in advance and this can mean that changes may have to be made to your itinerary. We therefore must reserve the right to change or cancel your travel arrangements. Most changes will be minor, and while we will do our best to notify them to you or your travel agent as soon as reasonably possible before your departure, we will have no other liability to you in respect of them. Occasionally we may have to make a major change to your confirmed arrangements. ”Examples of “major changes” made before departure include the following:
- 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 time that your arrangements cover of twelve hours or more.
- A significant change to your itinerary, missing out one or more destination entirely. 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:
i (for major changes) accepting the changed arrangements,
ii having a refund of all monies paid; or
iii accepting an offer of alternative 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 arrangements.
If we make a major change or cancel less than 60 days before departure, we will also pay you compensation where appropriate and depending on the circumstances and the length of time before the start of your arrangements we notify you of the major change or cancellation.
We will not pay you compensation where:-
i) we make a major change or cancel more than 60 days before departure;
ii) we make a major change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care;
iii) we cancel your arrangements because the minimum number of participants to run them has not been reached. (We will tell you if we have to cancel for this reason not less than 45 days before departure).
We will not pay you compensation and the above options will not be available where:-
i) we make a minor change;
ii) we cancel as a result of your failure to make payment in accordance with these terms;
iii) where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
Changes and cancellations after departure
If we become unable to provide a significant proportion of your arrangements after you have departed, we will make alternative arrangements for you but if it is impossible to do so, or you choose not to accept them for good reasons, we will, where appropriate, provide you with equivalent transport back to your place of departure or other place we both agree. If appropriate in all the circumstances, we will also pay you reasonable compensation but if any such changes or cancellations are caused by "force majeure" (see below), we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result. The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any other expenses or losses you may incur as a result of any change or cancellation.
In accordance with European Community Regulations (EC) No 2111/2005, we are required to advise you of the actual carrier operating your flight. Any flights arranged by us may be operated by UK, European and International airlines and this will be detailed in your booking confirmation, however we may change airlines or aircraft at any time. We do not use any airlines that have been blacklisted by EU regulations due to failure to comply with International flight regulations. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm Flight times are provided by airlines and are subject to change owing to matters such as air traffic control restrictions, weather conditions and technical problems. Flight timings are therefore estimates only and cannot be guaranteed. As between you and any individual airlines, the airline's standard conditions of carriage will apply. These may limit or exclude liability in accordance with relevant international Conventions. Copies of these Conventions are available from us on request.
5. Passports, Visas, Health Formalities & Travel Documents
Any change in the identity of the carrier, flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of heading 3 (Changes and cancellation by us) will apply.
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. 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. Your rights to a refund and/or compensation from us are set out in clause 3 above. If the airline does not comply with these rules you should complain to the air transport users council on 020 7240 6061 http://www.auc.org.uk. 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.
The Package Travel etc Regulations 1992 provide that in the event that you experience difficulty on the occurrence of circumstances described in clauses 8 (ii) (a) (b) (c) or (d) of these booking conditions, we will provide you with prompt assistance. Where you experience a flight delay or cancellation 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.
We cannot accept liability for any delay which is due to any of the reasons set out in the ‘force majeure’ section of clause 8 of these booking conditions (which includes the behaviour of any passenger(s) on for any passenger who, for example, fails to check in or board on time). 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. However, you may be entitled to claim under the flight delay section of your travel insurance policy.
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.
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide guidance and general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your Doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. A full 10 year British passport is required for all our tours. If you do not hold a valid 10 year British passport, please note it can take up to twelve weeks to obtain a new one. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. You must ensure you have the correct travel documents in your possession before departure, failing which you will be liable for any costs. Please note children must now have their own passport. For all passport enquiries contact the UK Passport Agency on 08705 210 410 or http://www.ips.gov.uk. It is your responsibility to ensure that you are fit to travel and to take all necessary medication etc. with you. 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 comply with any passport, visa, immigration requirements or health formalities. Any cancellation that arises due to visa/passport requirement will be subject to the cancellation charges detailed above.
Any accommodation we arrange for you must only be used by the names stated on your confirmation document (or most up to date, amended documentation).
7. Sports Fixtures
We have no control over the local organisation of your billets (homestay) accommodation. We use schools/clubs who have offered this hospitality previously. It is your responsibility to tell us if you are unhappy with this accommodation. We are responsible if you decide what you have been offered is unsatisfactory. Once written confirmation of these has been obtained by us/our local agent neither we nor our local agent can be financially responsible for any withdrawal or alteration of this offer. Should this occur, we undertake to provide the most suitable alternative at the time, at the least possible expense to you, with any hotel accommodation required in place of billets to be on a bed and breakfast basis only. An indication of possible additional costs can be provided on request at any time.
With regards to fixtures will do our best to arrange suitable opponents on the basis that you provide us with the date of birth and standard of play, however we have no control of the final selection of the oppositions’ standard or their ages and will not be held responsible for this minor change. In addition fixtures are subject to change due to weather conditions, venue availability and opponent no shows.
8. Our Responsibility to you
) We accept responsibility as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you as set out on your confirmation, we will pay you reasonable compensation. 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.
ii) 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) 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
(d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(We may however provide you with assistance in the event you experience difficulty arising out of these circumstances.)
iii) We will not be responsible or pay you compensation:-
a) 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 while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
b) 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 arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
iv) Any compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-
(a) whether or not you have followed the complaints procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(b) the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
(c) when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.
(Please also note that 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.)
We limit our responsibility to you in the following situations:-
9. Force Majeure
(a) Luggage or personal possessions and money
The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money 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.
(b) Claims covered by an International Convention
When arranging transportation for you, we rely on the terms and conditions contained within any applicable International Conventions. 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 us for copies of these Conventions.
(c) Claims not falling under (a) or (b) above and which don’t involve injury, illness or death
The maximum amount we will have to pay you in respect of all claims not falling under (a) or (b) above and which don’t involve injury, illness or death 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 arrangements.
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.
10. Suppliers’ Conditions
Many of the services which make up your trip are provided by independent suppliers. 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 are available on request from ourselves.
We cannot accept liability for any delay which is due to ‘force majeure’ as defined above. A delay to or cancellation of your transport service does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your transport. However, you may be entitled to claim under the delay section of your travel insurance policy.
12. Conduct & Behaviour
If in our opinion or in the opinion of 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 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 services 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 applicable supplier prior to departure from the service in question. 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.
13. Disabilities, Medical Conditions & Special Requests
If you have any special requests or any member of your party has any medical conditions or a disability please provide us with full detail at the stage of enquiry. We will do our utmost to cater for any special requirements you may have, however we regret we cannot guarantee the suitability of your chosen arrangements or that any request will be met unless we have specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request/requirements can be met. If we reasonably feel unable to properly accommodate the particular requirements of the person(s) concerned, we will not confirm your booking. If full details are not given at the time of booking, cancellation may be necessary (in which case we will impose applicable cancellation charges) when we become aware of these details. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
We and the supplier concerned reserve the right to refuse boarding in the event that we reasonably feel that an individual is not fit to travel. We will deem that person unfit to travel if in the 48 hours or less before departure they have suffered with any medical symptoms suggestive of a viral illness including but not limited to diarrhoea, vomiting, high temperature or other flu-like symptoms.
It is a condition of booking with us that you take out appropriate travel insurance. Details of our insurance policy are available on request via Gold Cover Travel Insurance. This policy includes cover for cancellation charges and the cost of assistance, including repatriation, in an emergency. Although insurance (where purchased through us) does not form part of your contract with us or of any “package”, we will consider an appropriate refund of any insurance premiums you have paid us if you can show you are unable to use/reuse or transfer your policy in the event of cancellation or purchase of an alternative holiday. If you do not purchase this insurance you must arrange alternative insurance of at least comparable standard (we will not check it, this is your responsibility). If you choose to travel without adequate insurance cover, we will not be liable for any losses, in respect of which insurance cover would otherwise have been available.
If you experience a problem during your holiday, you must report it immediately to the relevant airline, ground handler, hotelier or other supplier, so that prompt efforts can be made to resolve the problem. At the time of booking you will be provided with emergency contact details should you need to contact us urgently. In the unlikely event that a problem cannot be resolved at the time and you wish to complain further, you must send us full written details within 28 days of your return. Failure to take either or both of these steps will prejudice our ability to resolve your problem and/or investigate it fully. In consequence, any right to compensation you may have will be extinguished or, at the very least, substantially reduced.
16. Law & Jurisdiction
This contract and all matters arising out of it are governed by English law. We both agree that any dispute, claim or other matter which arises out of or in connection with this contract or your trip will be dealt with under the ABTA dispute resolution Scheme (if the scheme is available for the claim in question - see clause 16 – ABTA dispute resolution) 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 there and wish to do so.
17. ABTA dispute resolution
We are a Member of ABTA, membership number V9945. 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.
18. Data Protection Act 1998
Information provided by you to us in connection with your holiday will be held by South Quay Travel and Leisure Ltd in accordance with the Data Protection Act 1998. It will be used for reservations, bookings, ticket issue, compilation and circulation of passenger lists, marketing of other programmes and promotional offers and for travel insurance purposes. You may have a copy of the personal information held about you by contacting us in writing at any time. If you wish to be deleted from our database, please inform us and you will be deleted immediately. Our full data protection policy is available on request.
ABTA No V9945
South Quay Travel & Leisure Limited
Gateway House, Stonehouse Lane, Purfleet, Essex. RM19 1NS.
Telephone 0844 332 0440. Fax 0170 868 0790. Email email@example.com