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BOOKING CONDITIONS

The following Booking Conditions together with the General Information contained on our website form the basis of your contract with Iglu.com Ltd. Please read them carefully as they set out our respective rights and obligations.

In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Iglu.com Ltd.

Where there is more than one third party organiser for your holiday "Third Party" will also mean third parties where appropriate.

Please note: We sell the following arrangements:

(A) Package Holidays as the organiser

A “package holiday” is a combination of at least two out of (a) transport, (b) accommodation or (c) other tourist services (not ancillary to any transport or accommodation and forming a significant part of the arrangements) booked through us at the same time, for which payment is made to us and which last at least 24 hours or include overnight accommodation.

Except as set out in (B) below, if you book a package holiday with us, once your package holiday has been confirmed we will accept responsibility for it in accordance with these Booking Conditions as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992. In these conditions a booking of this type is known as a Type A booking.

(B). Package Holidays as an agent for other organisers

If you book a package holiday through us but that package has been supplied by a single third party supplier (“Third Party”), your contract for that package holiday will be with that third party . In the conditions set out below a booking of this type is known as a Type B booking.

Please note:For Type B bookings, the terms and conditions of the Third Party will form the basis of your contract with the Third Party concerned and you will be sent a link to this organiser’s terms and conditions when we acknowledge details of the booking to you by email. You must read these carefully. We act as agent only for that Third Party and we have no liability in relation to that package or for the acts or omissions of the third party or any supplier(s) or other person(s) or party(ies) connected with that package.

(C). Travel arrangements as agent for other suppliers.

If you book travel arrangements (such as transport and/or accommodation), through us but that arrangement has been supplied by a third party supplier or suppliers (“Third Party”), your contract for that arrangement will be with that (or those) third party . In the conditions set out below a booking of this type is known as a Type C booking. Please note:For Type C bookings, the terms and conditions of the Third Party will form the basis of your contract with the Third Party concerned and you will be sent a link to the Third Party’s terms and condition when we acknowledge details of the booking to you by email. You must read these carefully. We act as agent only for that (or those) Third Party and we have no liability in relation to that arrangement or for the acts or omissions of the third party or any supplier(s) or other person(s) or party connected with that arrangement.

1. Making your booking

To make a booking, the party leader must be at least 18 and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. The party leader confirms that he/she is so authorised and that all party members agree to be bound by these Booking Conditions. The party leader is responsible for making all payments due to us.

Once we have received your instructions to confirm your holiday and all appropriate payments, and subject to availability, we will send you the following:

Type A bookings

A confirmation of your booking by email.

Type B & C bookings.

An acknowledgement by email that your booking has been received by us. This acknowledgement, (even if it includes a booking reference) simply confirms that we have passed your booking request onto the Third Party in question and is not a confirmation of your booking (unless otherwise expressly stated).

All bookings

The confirmation or acknowledgment (as applicable) and all other documentation will be sent to the party leader. Please check this carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation, acknowledgement or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 24 hours of you receiving it. Where you have made a Type B or Type C booking, we will have no responsibility for any errors in any documentation except where those errors were made by ourselves. Any acceptance of such responsibility will also be subject to the time limits set out in this clause for notifying us of any inaccuracy.

2. Payment

For all bookings: In order to confirm your chosen holiday, a deposit of an amount specified by your sales consultant (or full payment if booking within the period that we require final payment) must be paid at the time of booking.

Type A bookings: The balance of the holiday cost must be received by us 15 weeks prior to travel.

Type B&C bookings: The balance of the holiday cost must be received by us by the date advised at point of sale which is never not less than 12 weeks prior to departure and will vary dependant on the individual Third Party's terms. This date will be shown on the confirmation invoice Booking Acknowledgement. Reminders are may not be sent.

If we do not receive all payments due (including any surcharge where applicable) in full and on time, we (for Type A bookings), or we acting as agent on behalf of the Third Party (for Type B & C bookings) reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 6 below, or for Type B & C bookings, those set out in the applicable organiser’s/supplier’s terms and conditions will be payable.

Please note: Payment by credit card, deferred debit or debit card issued outside the UK incurs a bank charge of 2.5% (4% for payments made by American Express). Online payment is securely handled by Barclays Merchant Services.

3. Your contract

Type A bookings

We will confirm your booking by sending the Party Leader our confirmation by email. (NB please also see clause 1 above). At this point a legally binding contract between you and us comes into existence. Your contract with us 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 your contract with us or your holiday will be dealt with under the ABTA Arbitration Scheme (see clause 13) or by the Courts of England and Wales only.

Type B & C bookings

Unless we expressly state otherwise at the time of booking, your contract comes into existence as set out in the terms and conditions of the Third Party with whom your contract is with.

4. The cost of your holiday

Type A bookings only

The prices shown on our website are a guide and will be confirmed at the time of booking.

We reserve the right to increase or decrease the prices of unsold holidays at any time. We also reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. The price of your chosen holiday will be confirmed at the time of booking.

Once the price of your chosen holiday has been confirmed at the time of booking, then, subject to the correction of errors, we will only increase or decrease the price in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, if our costs increase or decrease as a result of transportation costs or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increasing or decreasing or our costs increase or decrease as a result of any adverse or favourable changes in the exchange rates which have been used to calculate the cost of your holiday.

Even in the above cases, only if the amount of the increase in our costs exceeds 2% of the total cost of your holiday (excluding insurance premiums and any amendment charges), will we levy a surcharge. However where a surcharge is payable we will in addition levy a charge of £1 to cover agent’s commission. If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to choose one of options (a), (b) and (c) as set out in clause 8 below.

You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to choose option (b) or (c) as set out in clause 8 below. If you do not tell us that you wish to choose either of these options within this period of time, we are entitled to assume that you do not wish to do so and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later. 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.

We promise not to levy a surcharge within 30 days of departure.

A refund will only be payable if the decrease in our costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of the decrease in our costs

Type B and C bookings.

As we only act as agent for the Third Party concerned, we reserve the right to pass on to you in full all additional costs and charges of whatever nature imposed by the Third Party in accordance with its own terms and conditions.

All arrangements

We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.

Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.

5. Changes by you

Should you wish to make any changes to your confirmed holiday, you must notify us in writing as soon as possible. (If you notify us by email you should receive a "change request received" email within 24 hours; if you do not receive one, please contact us again.) Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee of £40 per person/per booking will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers or any third party (for Type A bookings). For Type B or C bookings we will levy a £10 administration fee in addition to the third party suppliers fee. Please note: For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.

6. Cancellation by you

Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us at our offices Iglu.com, 165 The Broadway, London SW19 1NE and acknowledged. (If you notify us by email you should receive a “cancellation request received” email within 24 hours; if you do not receive one, please contact us again.) As we incur costs from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding booking fees, insurance premiums and amendment charges. Booking fees, insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

Type A bookings

Cancellation Charges - all holidays except Cruises

Number of days notice

Amount you must pay

85 Days +

Loss of Deposit

29-84 days

50% of holiday cost*

22-28 days

70% of holiday cost*

8-21 days

90% of holiday cost*

0-7 days

100% of holiday cost

(*or deposit if greater)



Cancellation Charges - Cruise holidays

Number of days notice

Amount you must pay

92 Days +

Loss of Deposit

42-91 days

50% of holiday cost*

28-41 days

70% of holiday cost*

8-27 days

90% of holiday cost*

0-7 days

100% of holiday cost

(*or deposit if greater)

For all bookings, where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we or the operator/supplier will recalculate these items and re-invoice you accordingly.

Type B and C bookings

The applicable cancellation charge will be those set out in the booking conditions of the Third Party with whom your contract is with. In addition to the third party supplier's cancellation charges, we will levy a £50.00 administration fee for each cancelled party member.

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.

If you have made a Type A booking and any member of your party is prevented from travelling, the person(s) concerned may be able to transfer their place to someone else (introduced by you) providing we are given reasonable notice before departure. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment fee of £40 must be paid before the transfer can be effected (see also clause 5 above). Depending on the terms and conditions of any Third Party concerned, you may also be permitted to transfer your booking if prevented from travelling if you have made a Type B or C booking.

7. Insurance

We consider adequate travel insurance to be essential. Details of the policy we offer are shown and can be purchased at www.iglutravelinsurance.com.

If you have booked a Type B or C holiday, you must read carefully the Third Party concerned’s terms and conditions on the subject of insurance.

Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check alternative insurance policies.

8. Changes and cancellation by us

a. If we change or cancel Type A bookings.

We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in website and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

Most changes are minor. Occasionally, we have to make a “significant change”. “Significant changes” are defined in the table below.

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-

(a) (for significant changes) accepting the changed arrangements or

(b) cancelling with a full refund and purchasing an alternative holiday from us, of a similar standard to that originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or

(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

Please note, the above options are not available where any change made is a minor one.

If we have to make a significant change or cancel before departure, we will pay you the compensation set out below subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a 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. No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time).

Significant changes & cancellation

Compensation Scale

Cancellation by us excluding force majeure

A

Changing your accommodation to one
of the same, similar or higher official rating

B

Changing your accommodation to one of
lower rating or in a different resort

A

Changing the UK airport you fly from or to
one which is more inconvenient for you (except where the change is from one London airport to another)

A

Changing the date you leave the UK

A

Changing the time of your flight by more
than 12 hours

A

Compensation Scale Table

These scales are based on the number of days before your departure we tell you about a 'Significant Change' or cancellation, but see Section 9 about 'Events Beyond Our Control'. Amounts are per full-fare-paying adult.

Number of days

Scale A

Scale B

More than 56 days

£20

£0

29-56 days

£30

£10

15-28 days

£40

£20

8-14 days

£50

£30

0-7 days

£60

£40


Please note that these options are not available if the change made is a minor one.

In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options and, where applicable, compensation payments. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. No compensation is payable for minor changes

Very rarely, we may be forced by "force majeure" (see clause 9) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.

b. If the Third Party changes or cancels your Type B or C booking.

If there is a change to your Type B or C booking we will pass on the new details to you together with any compensation that the Third Party may offer. As agent only for the Third Party we cannot accept any liability for any changes or cancellations made to these bookings.

We cannot accept liability where a change or cancellation of one third party arrangement may affect your ability to join other third party arrangements you may have booked, irrespective of whether Iglu.com have acted as the booking agent or not.  

For all bookings, flight timings may be changed by the airline; the timings shown on your holiday confirmation or acknowledgement are the latest planned timings. Your actual flight timings will be shown on your tickets, and you should check them as soon as you receive them. If the flight timings on your ticket have changed significantly, you may receive compensation.

9. Force Majeure, events beyond our control

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 10(1) below) as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may 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 our control.

10. Our Liability to you

Type A bookings only

(1) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:

- the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or

- the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or

- 'force majeure' as defined in clause 9 above

(3) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them and any excursion you purchase in resort. In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK . The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question.

(5) As set out in these booking conditions we limit the maximum amount we may have to pay you for any claims you may make against us.

Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £50 per person affected unless a lower limitation applies to your claim under this clause or clause 10(6) below.

For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is twice the price you paid us for your holiday. (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 10 (6) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

(6) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention as amended or unamended and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens convention for international travel by sea). Please note: Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. Copies of the applicable International Conventions and Regulations are available from us on request.

(7) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

(8)You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 12 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

Type B and C bookings only

In respect of Type B and C bookings we act only as an agent for the Third Party concerned. Your contract for your holiday is directly with the Third Party concerned. We accept no liability in relation to the holiday itself or for the acts or omissions of the Third Party concerned.  For Type B and C bookings, the terms and conditions of the Third Party will apply to your contract (we will provide details of their terms and conditions in our acknowledgement email sent to you at the time we take your booking.)

However, in the event that we are found liable on any basis whatsoever our maximum liability to you if we are found to have been at fault in relation to any service we provide as agent for the Third Party concerned (as opposed to any service provided by the Third Party for whom we are not responsible) is limited to the commission we earn or are due to earn in respect of the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.

11. Injury, illness or death not resulting from the holiday arrangements

Type A bookings only.

If you or any member of your party suffers illness, injury or death, through misadventure, as a result of an activity which does not form part of your contracted holiday arrangements, we will provide you with all reasonable assistance. This assistance may include our making a contribution towards your initial legal costs in taking action against the person(s) responsible providing you request this within 90 days of the incident in question. All assistance (financial or otherwise) is subject to our reasonable discretion and a maximum total cost to ourselves of £5,000 per booking. If you are entitled to have any costs and expenses arising from such an incident met by or from any insurance policy or if you obtain a costs order against anyone in relation to the incident, you must repay to us the costs and expenses we spend in assisting you.

12. Complaints and problems.

In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform our representative and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our representative and the supplier as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within a reasonable period upon your return home giving your booking reference and full details of your complaint. Only the party leader should write to us.

For Type B and C bookings, we act only as agent for the Third Party concerned and therefore cannot accept any liability for your Type B or C holiday. Any assistance provided in resolving a complaint in relation to any such booking is provided on a goodwill basis and in our capacity as agent.

13. Arbitration

Disputes arising out of, or in connection with your contract/Type A booking with us which cannot be amicably settled may be referred to arbitration if you so wish under a special scheme arranged by the Association of British Travel Agents and administered independently. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website ( www.abta.com ). This scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1500 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and statement of claim must be received by ABTA within 18 months of the date of return from the holiday. NB. If you have made a Type B or C bookings your contract is with the Third Party concerned. It may in certain circumstances be possible for disputes arising out of or in connection with these contracts to be referred to arbitration under the scheme mentioned above.

14. Behaviour.

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

15. Conditions of suppliers.

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 10 (6)). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

16. Special requests and medical problems

If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier ( or Third Party if you have made a type B or C booking) or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. 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.

If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we (or any Third Party for Type B or C bookings) reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we or the Third Party (if applicable) become aware of these details.

17. Passports, visas and health requirements

The passport, visa and health requirements applicable to British citizens for the holidays we offer are available at www.fco.gov.uk. We will always endeavour to advise of current passport, visa and health requirements but it is your responsibility to check for your own specific needs. Information on health is contained in the Department of Health leaflet T7.1 (Health Advice for Travellers) available from your local Department of Health office and most Post Offices. For European holidays you should consider obtaining The European Health Card (details in leaflet T7.1 referred to above) prior to departure.

It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. 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. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

18. Financial security

Type A bookings

We provide full financial protection for our package holidays. For flight-based holidays this is through our Air Travel Organiser's Licence number 2987. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk When you buy a package holiday that doesn't include a flight, protection is provided by way of a bond held by ABTA (ABTA Membership no. W3870)

From 1 October 2012, when you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren't 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).

Type B and C bookings

If you make a Type B or C booking, you should refer to the Third Party’s Booking Conditions and other information provided by the Third Party for details of how your Type B booking is protected in the event of the Third Party’s insolvency.

19. Prices and Website Accuracy

Please note, the information and prices shown on our websites may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the websites and prices, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking. Where we act only as agent (i.e. Type B or C bookings) we will have no responsibility for any errors in any documentation, including pricing errors except where those errors were made by ourselves.

20. Delay

Type A bookings

We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 (1) of these booking conditions (which includes the behaviour ofany passenger(s) on the flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements.

Type B or C bookings

As we act as agent only, we cannot accept any liability in the event of a delay at your homeward or outward point of departure.

21. Safety standards

Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK . As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.

22. Flights

The flight timings given on booking are for general guidance only and are subject to change. The latest timings will be shown on your confirmation invoice. However, the actual flight times will be those shown on your tickets which will be despatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched - we will contact you as soon as possible if this occurs.

We are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight included in your arrangements. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying our normal charges (and, if you have booked a Type B or C booking, those of the Third Party concerned

The copyright in this document belongs to MB Law, Solicitors of King Charles House, King Charles Croft, Leeds LS1 6LA, telephone number 0113-242-4444. Ref: CGI. All copies of these conditions must include the words ã Mason Bond Solicitors