Agency Terms of Business


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These terms only apply if you have booked your holiday with principal(s) or supplier(s) through us as a travel agent these terms are the terms on which we will make your booking and are binding on you. 

Please read these terms carefully, check you understand them and that they only contain terms you are prepared to agree to.

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. 

The principal’s(s’) or supplier’s(s’) terms and conditions apply to your booking with them and we advise you to read those terms and conditions carefully as they do contain important information about your booking.

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 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.  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.

1.1 CONTRACT

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 principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s).  We can book you a package holiday, in which case you will have one contract with the principal or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. 

1.3 As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. 

1.4 The principal’s(s') or supplier’s(s') terms & 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.

1.5 You may decide to make one or more bookings with us at the same time. For example, a cruise and car parking, etc. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012.

1.6 Your booking is confirmed and a contract between you and the principal(s)/supplier(s) in relation to the travel arrangements will exist when we send a confirmation invoice and the relevant terms and conditions 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 ‘force majeure’. In these terms of business, ‘force majeure’ means any event which either ourselves or the principal/supplier of the service in question could not forsee or avoid, even with due care and consideration. Such events include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside of our control.

 

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 principal(s) or supplier(s) 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. 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 principal(s) or supplier(s) is not confirmation that the request will be met.

2.4 In order to process your booking and to ensure that your travel arrangements can be properly performed we need to collect certain personal details from you. These will include, where applicable, the names and addresses of your party members, credit/debit card or other payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen holiday arrangements and any dietary restrictions which may disclose your religious beliefs. The booking information that you provide to us will be passed on only to the relevant supplier(s) of your travel arrangements or other persons necessary for the provision of your travel arrangements.  The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law.  This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements.  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.  If we cannot pass this information to the relevant supplier(s), whether in the EEA or not, we will be unable to process your booking.  In making this booking, you consent to this information being passed on to the relevant persons whether inside or outside the EEA.  We have appropriate security measures in place to protect the personal details you give us.

2.5 We will not however pass your data to unauthorised third parties.

2.6 You can ask us in writing what personal data we are processing about you, for what purposes and to whom we have disclosed the personal data. We will charge a fee to respond to such a request. Full details of our data protection policy are available upon request.

 

3. PAYMENT

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 supplier(s) of your travel arrangements the relevant supplier will notify you of the available methods for payment.

3.3 You agree to pay any deposit which you are required to pay to us, 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 with credit/charge card (a 1.5% surcharge will apply to payments made by credit/charge card, except for AMEX payment where a 2.5% surcharge will apply) or debit card;

3.3.2 by direct debit;

3.3.3 by bank transfer to our bank account; or

3.3.4 by cheque.

3.4 Where you only pay a deposit you must pay the full balance by the balance due date notified to you.  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 principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their 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 relevant principal/supplier 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 principal/supplier 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 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 principal(s) or supplier(s) 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.

4.2 In addition we may also charge you an administration fee for cancellations and/or amendments and an administration fee equal to the deposit paid for cancellations of accommodation only bookings. You will be notified of the exact administration fee at the time of amendment or cancellation.

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 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 principal(s) or supplier(s) adds to the booking (“positive amendment”). You authorise us to request that the principal(s) or supplier(s) make any positive amendment which has been requested by any person named on your booking for example, cabin upgrades and other additions to the existing booking. If the relevant principal(s) or supplier(s) agree to the positive amendment request then you will be responsible for paying any sums charged by the principal(s) or supplier(s) in respect of the positive amendment in full at the time the positive amendment 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 principal(s) or supplier(s) need to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the principal(s) or supplier(s) in relation to any alternative arrangements offered by them, but we will have no further liability to you.

 

5. INSURANCE

5.1 Many principals/suppliers 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 we sell come with protection for your money. If you book single travel services with different principals or suppliers then this protection will not apply.

6.2 Package holidays are protected by the package organiser and we will provide you with their confirmation.

6.3 When you buy an ATOL protected flight or flight inclusive holiday from a principal or supplier 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 reissue and postage costs must be paid 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. COMPLAINTS

9.1 Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), 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 to the principal(s)/supplier(s) or their local supplier or agent immediately.  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.

9.3 If you wish to complain when you return home, please write to the principal(s)/supplier(s) within any timescales specified in their terms and conditions.  You will see the name and address plus 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 it may be referred to the arbitration scheme arranged by ABTA, see www.abta.com.

 

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 any booking contract shall not exceed 150% of the total price of the travel arrangements supplied to you under than 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.

January 2016

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