We are Reader Offers Limited trading as ROL Cruise, our company number is 03036965 and our registered address is 8th Floor Becket House, 36 Old Jewry, London EC2R 8DD. Our VAT registration number is 651 1053 79.
We act as agent for your cruise holiday booking unless we tell you at the time of purchase that we are acting as organiser (and principal contracting party) of your holiday (in which case our Package Holiday Booking Conditions apply). As your agent we will arrange for you to enter into a contract with the organiser of your holiday, as principal contracting party (referred to in this Terms of Business as “organiser/principal”). These agency terms of business apply to our agency services to you in arranging your bookings and are binding on you, so please read them carefully and check you understand them. In addition, the organiser’s booking conditions also apply to your booking and we advise you to read those terms and conditions carefully as they contain important information about your booking.
Nothing in these terms shall exclude or limit any of your statutory rights which may not be excluded or limited due to you acting as a consumer.
We are a member of ABTA, membership number F9255. We are required to maintain a high standard of service to you by ABTA’s Code of Conduct. See clause 9.3 for details of ABTA’s alternative dispute resolution procedures.
1.2 These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the organiser/principal of your travel booking.
1.3 Cruise holidays that we sell as agent will generally comprise packages under the Package Travel and Linked Travel Arrangements Regulations 2018 (the “Regulations”) and you have statutory rights under those Regulations which are implied into your contract with the holiday organiser/principal.
1.4 As agent we accept no responsibility for the acts or omissions of the organiser/principal, the suppliers of the individual travel components forming part of the holiday or for the services provided by them.
1.5 The organiser/principal’s terms and conditions will apply to your booking with them and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.
1.6 Your booking is confirmed and a contract between you and the organiser/principal in relation to the travel arrangements will exist when we send a booking confirmation to you on their behalf.
1.7 Our Terms of Business are governed by the laws of England and Wales and the exclusive jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.
1.8 All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to purchase travel arrangements from the suppliers of the travel arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.
1.9 Except where otherwise expressly stated, we cannot accept liability or pay compensation where the performance of our obligations to you are affected or prevented as a result of ‘unavoidable and extraordinary circumstances’, which means a situation which we could not have avoided even if we had taken all reasonable measures. Such situations could include (but are not limited to) war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions and fire.
2. BOOKING DETAILS
2.1 By making a booking with us you confirm that you are over 18 years of age and if you place an order for services with age restrictions you confirm that you and all members of your party are of the appropriate age to participate in those services.
2.2 Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. The organiser/principal of your holiday may charge you in accordance with their terms and conditions if you request changes to these details. Please ensure that the names given are the same as in the relevant passport.
2.3 If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will endeavour to pass on all such requests to the principal(s) or supplier(s); however we cannot guarantee that they will be met.
3.1 You will be required to pay a non-refundable deposit or make full payment for your booking at the time of booking. Payment may be made to us or, if we inform you otherwise, directly to supplier(s) of your travel arrangements.
3.2 If your deposit is to be paid directly to the organiser/principal, the organiser/principal will notify you of the available methods for payment.
3.3 You agree to pay any deposit which you are required to pay, together with the balance of your booking payment (or full payment if no deposit is taken) by one of the following methods:
3.3.1 by direct debit; or
3.3.2 by bank transfer to our bank account; or
3.3.3 by cheque; or
3.3.4 by Debit or Credit Card. We accept American Express for Deposit Payments only.
3.4 Where you only pay a deposit, you must pay the full balance by the balance due date notified to you in accordance with the organiser’s/principal’s terms and conditions. You agree to make payment of all sums payable under these terms in time to ensure that we have received payment in full in cleared funds by the relevant due date.
3.5 If full payment is not received by the balance due date, we will notify the organiser/principal who may cancel your booking and charge the cancellation fees set out in its terms and conditions.
3.6 At the time of booking we may charge a booking fee in relation to the costs of administering the booking. The amount of this booking fee and the total deposit payable will be confirmed to you at the time of making the booking.
3.7 As prices are fixed by the organiser/principal and are subject to change, we reserve the right to amend advertised prices at any time prior to issuing your booking confirmation. We also reserve the right to correct errors in both advertised and confirmed prices and other website information prior to issuing your booking confirmation. The relevant organiser may change the price of your arrangements in accordance with their booking conditions. Important note: Changes to and errors in prices and other website details sometimes occur. You must check the price of your chosen arrangements at the time of booking.
4. CANCELLATION AND AMENDMENT
4.1 Cancellations and amendments may be requested at any time. Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the organiser may charge the cancellation or amendment charge shown in their terms and conditions (which may be 100% of the cost of travel arrangements). You will be notified of the exact cancellation or amendment charges at the time of amendment or cancellation and you can ask for details of the organiser/principal’s cancellation or amendment charges at any time.
4.2 In addition to any charges of the organiser/principal, as your agent we may also charge you an administration fee for processing cancellations and/or amendments. You will be notified of the exact administration fee at the time of amendment or cancellation and you can ask for details of our fees at any time.
4.3 Any cancellation or amendment requested by you will only be made once it has been confirmed by the principal(s) or supplier(s) in writing.
4.4 Please ensure that you have received our written confirmation that the relevant principal or supplier has agreed to any amendments you have requested to your booking prior to travel.
4.5 Important note: Certain arrangements (such as scheduled airline seats) may not be amended after they have been confirmed and any amendment or cancellation could incur a charge of up to 100% of that part of the arrangements. This could be payable in addition to other cancellation and/or amendment charges.
4.6 You agree that any person named on the booking is permitted to request that the organiser/principal adds to the booking (“an enhancement”). You authorise us to request that the organiser/principal makes any enhancement that has been requested by any person named on your booking for example, cabin upgrades and other additions to the existing booking. If the relevant organiser/principal agrees to the enhancement request then you will be responsible for paying any sums charged by such organiser/principal in respect of the enhancement in full at the time the enhancement is made. Only you can request other amendments to the booking.
4.7 You agree that any passenger named on the booking is permitted to call us and speak with us about general travel information concerning the booking. You authorise us to provide general information to any person named on the booking. General information includes information regarding flight times, departure times and other general information regarding the travel arrangements. General information does not extend to personal data in respect of other named passengers.
4.8 We will inform you as soon as reasonably possible if the organiser/principal needs to make a change to your confirmed arrangements or to cancel them. We will also liaise between you and the organiser/principal in relation to any alternative arrangements offered by them, but we will have no further liability to you. Please see the terms and conditions of the organiser/principal of your holiday and the Regulations in relation to changes that may be made to your contract and your rights.
5.1 Many organisers/principals require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.
5.2 It is your responsibility to ensure that any insurance you purchase is adequate.
5.3 Please check your policy carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions) and take the policy documents with you on holiday. Failure to disclose relevant information will affect your insurance.
6. FINANCIAL PROTECTION
6.1 All the package holidays that we sell come with protection for your money. If you book single travel services then this financial protection may not apply. Package holidays are protected by the package organiser and we will provide you with their confirmation.
6.2 When you buy an ATOL protected flight or flight inclusive holiday 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.
7. DELIVERY OF DOCUMENTS
7.1 All documents (e.g. invoices/tickets/insurance policies) that require posting to you will be sent to you by second class post. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued, all costs of reissue and postage must be reimbursed by you.
7.2 You can ask for delivery by other means subject to agreement with us of additional delivery charges.
8. PASSPORT, VISA AND IMMIGRATION REQUIREMENTS
8.1 We can provide general information about the passport and visa requirements for your trip.
8.2 Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates.
8.3 We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.
8.4 Please take special note that for all air and sea travel within the British Isles, airlines and other travel suppliers require photographic identification of a specific type. Please ask us for full details.
8.5 We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
8.6 The Foreign & Commonwealth Office (FCO) provides general advice about most destinations around the world. You can visit www.gov.uk/knowbeforeyougo to access travel information from the FCO.
9.1 Because the contract for your travel arrangements is between you and the organiser/principal, any queries or concerns relating to the travel arrangements should be addressed to them.
9.2 If you have a problem whilst on holiday, this must be reported without delay to the organiser/principal or their local supplier or representative. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint, the amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If your problem is not resolved whilst on holiday and you wish to complain when you return home, please write to the organiser/principal within any timescales specified in their terms and conditions. You will see the name, address and contact details in the confirmation documents we send you. We will of course assist you with this if you wish – please contact us if you require our assistance on your return. If the matter cannot be resolved and it involves us or another ABTA Member then you have the option to use ABTA’s ADR scheme, approved by the Chartered Trading Standards Institute, see www.abta.com. You can also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
10. OUR RESPONSIBILITY TO YOU
10.1 AS AGENT, WE ACCEPT NO RESPONSIBILITY FOR THE ACTUAL PROVISION OF THE TRAVEL ARRANGEMENTS. OUR RESPONSIBILITIES ARE LIMITED TO MAKING THE BOOKING IN ACCORDANCE WITH YOUR INSTRUCTIONS. WE ACCEPT NO RESPONSIBILITY FOR ANY INFORMATION ABOUT THE ARRANGEMENTS THAT WE PASS ON TO YOU IN GOOD FAITH.
10.2 OUR TOTAL LIABILITY TO YOU IN RELATION TO THE ARRANGEMENT OF ANY BOOKING CONTRACT SHALL NOT EXCEED 150% OF THE TOTAL PRICE OF THE TRAVEL ARRANGEMENTS SUPPLIED TO YOU UNDER THAT CONTRACT.
10.3 NOTHING IN THIS CONTRACT SHALL EXCLUDE OR LIMIT OUR LIABILITY FOR DEATH OR PERSONAL INJURY DUE TO OUR NEGLIGENCE OR ANY LIABILITY WHICH IS DUE TO OUR FRAUD OR ANY OTHER LIABILITY WHICH WE ARE NOT PERMITTED TO EXCLUDE OR LIMIT AS A MATTER OF LAW.
10.4 NOTHING IN THESE TERMS SHALL EXCLUDE OR LIMIT ANY OF YOUR STATUTORY RIGHTS WHICH MAY NOT BE EXCLUDED OR LIMITED DUE TO YOU ACTING AS A CONSUMER. ANY PROVISION WHICH WOULD BE VOID UNDER ANY CONSUMER PROTECTION LEGISLATION OR OTHER LEGISLATION SHALL TO THAT EXTENT, HAVE NO FORCE OR EFFECT.