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Your Holiday Contract
YOUR CONTRACT IS WITH Palmers Travel. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. Please read conditions carefully. They are important.
The above applies only to services supplied by Palmers Travel and does not apply to services featured in this brochure that are provided by any other company.
1. Booking the Holiday
On receipt of your enquiry we will reserve a holiday for seven days (or three days if your booking is within 6 weeks of departure date). If you wish to confirm the booking you must forward a deposit of £30 per person (plus insurance premium if required) for holidays up to 4 days or £60 per person, £100 per person on continental air tours (plus insurance premium if required) for holidays over 4 days duration together with completed booking form within that seven day period.
On receipt of your deposit, together with insurance premium, a confirmation of reservation and invoice advising date for final payment will be sent to you within seven days together with departure details, full itinerary and hotel information etc.
You must then pay the balance due by the date specified, unless otherwise stipulated. (6 weeks on tours up to 4 days duration, 8 weeks for 5 days or more.) NO REMINDER WILL BE SENT. If full payment has not been received by then, we reserve the right to treat the booking as cancelled, in which case you are liable to cancellation charges. If you book your holiday within 6 weeks of departure, full payment is required at the time of booking. Tickets for train/aircraft/ship services are issued subject to the conditions set out by the Conditions of Carrier in question, copies of which are available on request. Arrangements in the event of delay will be the responsibility of the carrier. Holiday price includes coach travel, hotel accommodation and visits to locations listed in each tour itinerary. Our price includes VAT at current rate where applicable, ferry charges, road tolls and local taxes as appropriate, but does NOT include porterage and admission charges (unless specifically stated).
2. Your Holiday Price
We reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. The price of your travel arrangements was calculated using exchange rates quoted on XE.com on 4th November 2009 Euro 1.11655.
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. 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. 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 travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. 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 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 final invoice. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your 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.
3. Financial Protection
In accordance with “The Package Travel, Package Tours Regulations 1992” all passengers booking with Palmers Travel, a subsidiary of Skinners of Oxted are fully insured for the initial deposit and subsequently the balance of all monies paid as detailed on your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Palmers Travel, a subsidiary of Skinners of Oxted. This insurance has been arranged by Towergate Chapman Stevens through IGI Insurance Company Limited.
In the unlikely event of Insolvency you must inform Towergate Chapman Stevens immediately on 01932 334140 or alternatively in writing to Towergate Chapman Stevens, Towergate House, 22 Wintersells Road, Byfleet , Surrey KT14 7LF. Please ensure you retain this booking confirmation form as evidence of cover and value.
Policy exclusions: this policy will not cover any monies paid for Travel Insurance or any claim relating to Air Flights. Please ensure the company you have booked with has the appropriate CAA/ATOL Bonds in place.
4. Data Protection Policy
Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. We will only pass your information on to persons responsible for your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.). Your data controller is: Skinners of Oxted. You are entitled to a copy of your information held by us. If you would like to see this please contact us. We may make a small charge for providing this to you.
5. Insurance
It is a condition of the acceptance of the booking by Palmers Travel (hereafter ‘The Company’) that all passengers on non UK tours are insured either through the Company’s scheme or some equivalent travel policy. In order to obtain the maximum benefit, insurance must be taken out at the time of booking. If you wish to insure through another company the insurer’s name and emergency contact number must be provided.
6. Room Allocation and Special Requests
All rooms will have their own private facilities, including bath or shower & W.C. Our prices are based on two people sharing twin/double room. Single room supplements are only payable on tours when charged by hotels and these are shown for each tour. Every effort will be made to provide the exact accommodation booked and to convey special needs to the hotelier(s). However, the Company accepts no liability for any failure to provide a special request for which no payment is made. Where a payment is made for additional facilities, the Company’s liability shall be limited to the brochure price of that supplement. Bookings for rooms with bath or shower shall be deemed to be fulfilled by the provision of either facility and requests for one or the other will be treated as requests only. When booking a double room, requests for a double or twin beds must be made clearly, otherwise it will be assumed either is acceptable.
7. If We Change or Cancel Your Holiday
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date.
We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your holiday or travel arrangements after the date when payment of the balance of the price becomes due, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept 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).
Force Majeure. This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions.
If it is necessary to make a material alteration (of significant inconvenience to yourself) to a holiday, or any other travel arrangements, after the date when payment of the balance of the price becomes due (other than for reasons of Force Majeure compensation amounting to £10 per person will be either credited against your holiday costs, or if you cancel, you will receive a credit note for £10 per person to be used on a future Palmers Travel holiday taken within 12 months of the date of the credit note. If we have to notify you of a material alteration within 14 days of the departure date (other than for reasons of Force Majeure) you will receive compensation amounting to £20 per person.
8. Cancellation by the Passenger.
If you, or any member of your party, cancel your holiday we must be notified in writing and any cancellation comes into effect on the day such written notification is received by us. Charges for cancelled holidays will be made in accordance with the following scale. As this incurs expenses we will retain your deposit and, in addition, apply charges up to the maxima shown below:
More than 42 days before departure date: deposit only
28 - 42 days before departure date: 30% of holiday cost
14 - 27 days before departure date: 45% of holiday cost
7 - 13 days before departure date: 60% of holiday cost
1 - 6 days before departure date: 100% of holiday cost
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. The insurance premium is not transferable or refundable.
9. Alterations / Transfers
If, after we have accepted your booking you wish to make any alterations to the booking, every effort will be made to satisfy your requirements. You will be asked to pay an administration charge of £10, and any further cost we incur in making this alteration.
10. Luggage
An allowance of one medium size suitcase per person, plus reasonable hand luggage, is acceptable on all tours. Special advice will be given on those tours departing by air. Passengers’ luggage and personal property taken on all tours remains at all times and in all circumstances passengers’ responsibility, and it is at passengers’ sole risk. The company shall not be liable for loss or damage howsoever caused.
11. Passport/Travel documents
It is the responsibility of the passenger to ensure that he or she has the required passport (and visas) to enter the countries on the holiday itinerary. If in doubt, contact the FCO (Foreign & Commonwealth Travel Advice Unit) 08706060290 or www.fco.gov.uk/knowbeforeyougo for up to date information.
Visas 0845 010 5555. Passport Advice line 0870 521 0410
12. Late Arrival
It is the responsibility of the passenger to be at the required embarkation point as stipulated on the final joining instructions. The coach/taxi/train/plane cannot wait for latecomers, and no refund will be offered.
13. Door to Door (optional extra)
Palmers Travel reserve the right to decide where the Door to Door service will meet the coach, the type of vehicle and the taxi company who will transport you.
14. Excursions
Excursions you may choose to book or pay for whilst on holiday are not part of your package and no liability is accepted by us.
15. Hotel Amenities
Please remember that some facilities (e.g. lifts) are not always operational due to sudden breakdowns or the need to service them. Other facilities (e.g. outdoor swimming pools) are only available when weather permits. The nature and frequency of entertainment is also subject to demand and is at the discretion of the hotel.
16. Seat Allocation
You keep the same seat(s) throughout your tour and, since allocations are made on a first come first served basis on receipt of deposit, early booking is advised. We reserve the right to alter seat and allocate you a different one for operational reasons but this will happen very rarely. On single bookings we reserve the right to alter your seat to maximise seating availability, this also will happen very rarely. We accept no liability in the event of any such change. Specific seats will not be allocated on feeder coaches and where the coach is not the main form of transport i.e. rail tours.
17. Coaches
Coaches feature adjustable seating, tea/coffee facilities and full air conditioning, toilet and washroom. No guarantee can be given with regard to circumstances that prevent us from providing these facilities. The Company accepts no liability or claim for compensation for loss of these facilities that are beyond their control. Tour Managers will be provided on most tours but cannot be guaranteed.
18. Health
Under normal circumstances most Western European Countries do not require visitors to be vaccinated. Travelling outside Europe you are advised to consult your own doctor. Advice on vaccinations and medication is contained in a booklet ‘Health advice for travellers’ published by the department of Health. This can be obtained from your doctor or freephone 0800 555777.
Smoking is not permitted whilst on board our vehicles.
19. Complaints and Disputes
If you have a problem during your holiday, please inform the driver or Tour Manager or relevant supplier (e.g. your hotelier) immediately who will endeavour to put things right. If your complaint is not resolved locally, you must record the details of your complaint in writing with the driver or Tour Manager. We cannot consider any claim unless you adhere to this procedure & may affect the outcome. We can normally agree an amicable settlement with the very few complaints we receive.
20. Our Liability to You
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of two times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to
a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
You can ask for copies of the transport companies' contractual terms, or the international conventions, from our offices (15 Barrow Green Road, Oxted, Surrey, RH8 0NJ Tel: 01883 713071 or 0845 0291909.
Under EU law you have rights in some circumstances to refunds and/or compensation from your 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. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 8. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061 www.auc.org.uk
21. Publication Date
The brochure was printed in the United Kingdom by Palmers Travel, 15 Barrow Green Road, Oxted, Surrey, RH8 0NJ. Information therein is published in good faith and believed to be accurate at the time of going to press November 2009.
22. Links to Third Party Sites
Palmers Travel Site contains links to other web sites which are beyond its control. Palmers Travel is not responsible for content on the Internet or World Wide Web pages on any site outside the Palmers Travel Site.
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