These Conditions, together with our Privacy Policy and, where your order is made via our website, our website terms and conditions of use (together the “Conditions”), together with the specific product conditions detailed on each ticket description and any other written information we brought to your attention before we confirmed your order, form the basis of your contract with Attraction Tickets LTD, a company based in the United Kingdom and trading as AttractionTickets.com (“we” or “us”). Please read them carefully as they set out our respective rights and obligations and apply to each person for whom you purchase a ticket. By purchasing a ticket from us, you agree to be bound by these Conditions.

In these Conditions references to "you" and "your" include the first named person on the confirmation and all persons on whose behalf an order is made or transferred. References to ‘tickets’ means the tickets, vouchers or other means for accessing any experience, excursion, theme park or attraction featured on our website at AttractionTickets.com.

• Conditions for Ticket Only Bookings
• Conditions for Hotel + Ticket Package

Ticket Only Booking Conditions

We are a ticket agent. That means our obligations to you (other than those which are expressly set out in these conditions) are to provide you with a ticket to enable entry/access to the arrangement(s) detailed on your confirmation. Your contract for the supply of experiences, excursions, attractions or theme park services is with the supplier of those services and its terms and conditions apply to that contract. Copies of these are available on request.

By making a ticket order, the first-named person on the confirmation agrees on behalf of all persons detailed on it that:

1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
2. He/she consents to our use of information in accordance with our Privacy Policy
3. He/she is over 18 years of age and where placing an order for tickets with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those tickets.

Prices and website descriptions

All details and descriptions featured on our website are for guidance only. The images used on our website to illustrate the experiences, particularly those that take place at more than one location, are used as an indication only. Please be aware that the vehicles, craft, machines, animals and settings at each venue may vary. We endeavour to ensure that all the information and prices on our website are accurate.

Prices shown on our website and in supplementary promotional material are based on live pricing and inventory availability at any one time (or the date of publication) and are therefore subject to constant change even once items are placed in your online cart. Please note that (subject to any technical or pricing errors – see below) the final invoice price is the correct price. If you are in any doubt about the price you will pay, please contact us at [email protected]. Occasionally technical and/or pricing errors can occur, and we reserve the right to correct prices and other details and issue refunds in such circumstances at any time even after a confirmation email has been sent (see Payment and Confirmation for further details).

Many of our products have specific supplier conditions that relate only to that individual product. These conditions are clearly detailed in each ticket description and form part of your contract with Attraction Tickets LTD. 

Ticket Validity Dates

Attraction, excursion and activity tickets sold on AttractionTickets.com are either date-specific or open-dated. Date-specific tickets are only valid for the date/time selected at the time of booking and cannot be used on any other date. Open-dated tickets are valid for a period of time (normally a certain number of months from the date of purchase or valid for use in the calendar year purchased) and can be first activated at any point during this period. Open-dated tickets then expire after a specific number of days from first use. The validity of every ticket sold on this website is detailed on each ticket description page and forms part of your contract with Attraction Tickets LTD. 

Ticket validity dates are not related in any way to your holiday departure date. We ask for your holiday departure date at checkout to simply ensure balance payments are processed correctly and tickets can be received by you before you leave on holiday.

Price policy

All prices are quoted in USD. The prices quoted, shown on our website, and in supplementary promotional material, apply at the time of publication, however, they are subject to change without notice. The price of your tickets will be confirmed on order. Unless a pricing and/or technical error has occurred (which we will deal with promptly and investigate the error), once you have paid for your tickets in full or paid a non-refundable deposit, the price of your tickets is confirmed and will not increase.

Price Match

We believe our prices offer excellent value for money and you are unlikely to find the same tickets at a cheaper price. However, if you do find a cheaper gate-ready digital attraction ticket for the same visit dates and the same entitlements as the tickets purchased through AttractionTickets.com within 7 days of booking, we will happily match the price and refund the difference. Tickets must be for the same duration, available instantly and priced in USD to qualify. This promise is subject to our validation that the cheaper price published elsewhere meets the above criteria. We reserve the right to validate any quotes given by email before agreeing to match the price.

Payment and Confirmation

When ordering tickets online, full payment is required at the time of order and will be taken when you click the ‘authorise’ button. Upon receipt of full payment we will issue a confirmation of the ticket order via email.

There is no charge when paying by Visa, AMEX (phone orders only), Mastercard or debit cards. Regrettably, we cannot process Diners Cards.

When Paypal is used to pay all or part of a booking, we will only deliver tickets to the email address as verified with Paypal. It is your responsibility to ensure you use the same email address when booking with AttractionTickets.com to avoid any delays or issues in fulfilling your order.

Subject to availability and technical and/or pricing errors, when we issue you with your ticket order confirmation email, a contract will exist: i) between you and us for the provision of tickets or vouchers to enable entrance/access to the experience, excursion, attraction or theme park detailed on those tickets and ii) between you and the supplier of the experience, excursion attraction or theme park for the supply of the service in question. If there has been a technical and/or pricing error, we reserve the right to amend your booking at any time. If there has been a technical and/or pricing error we will either provide you with an immediate refund or give you the choice of a refund or paying the difference between the erroneous price and the correct price.

It is your responsibility to check your ticket order confirmation email and to urgently advise us if there are any errors or omissions. Your rights may be affected in relation to any matter arising as a result of such error or omission if you fail to do so. Alteration or cancellation of the order by you once confirmation of the ticket order has been issued will be subject to the charges outlined in the applicable supplier’s terms and conditions and in line with the information details on the page from which you made your booking as well as on your confirmation of the order.

Please note that you may also be asked for additional proof of address before tickets can be sent.

Insurance

It is a condition of our agreement that you are covered by adequate travel insurance for the trip on which you use your tickets. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues including COVID-19, and repatriation in the event of accident or illness.

If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.

Disabilities and medical problems

Theme park rides and attractions are designed to provide unique experiences and thrills and some may not be suitable for customers with specific medical conditions including but not limited to guests with a history of heart conditions or abnormal blood pressure, guests with back, neck, or similar physical conditions, expectant mothers, guests susceptible to motion sickness or dizziness or with a medical sensitivity to strobe effects. It’s important to read the safety information at each attraction so that you can make an informed decision about your ability to safely and conveniently experience a ride. If you or any member of your party has any precise medical problem or disability which may affect your chosen tickets, please provide us with full details before booking. We will only provide precise information on the suitability of theme park, attraction or activity tickets taking into account your needs if you specifically request us to do so.

Your tickets

Following receipt of your full payment and the issue of our ticket order confirmation, you will usually receive your tickets in your AttractionTickets.com Customer Account immediately upon full payment, although ticket delivery can sometimes take up to 72 hours. Tickets can either be downloaded to a smartphone or printed in advance. 

We reserve the right to delay the uploading of your tickets to your customer account up to 14 days prior to the ticket commencement date. In these circumstances, we will keep you updated as to when you might receive them.

We send gate-ready digital tickets for theme park orders unless otherwise stated on the relevant product page. Certain products require extra steps in advance of your visit to turn your attraction ticket confirmation into a digital gate-ready ticket. Please follow the instructions on your documentation where applicable. Where we have arranged for you to collect your tickets at the gate of the attraction, the named lead passenger will be asked to provide a photo ID to take receipt of your tickets (with the photo ID to be provided in a form that is acceptable to the relevant supplier).

Ticket fulfilment options are determined by our suppliers and can change without notice. We will notify customers immediately should the fulfilment arrangements change.

If you change or cancel your booking

We will try to assist in the event that you need to change or cancel your confirmed ticket order, but we cannot guarantee that the ticket terms or supplier will allow such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the ticket and may be subject to charges.

If you need to make a change to or cancel your confirmed ticket order, and the terms of the tickets you have booked allow, you should contact us on 0203 904 4988. Any cancellation or amendment request will take effect on the day we receive your notification. 

If you cancel your order, the cancellation charges detailed on the product page from which you made your booking will be payable by you. The cancellation charges you will be required to pay will be calculated from the date we receive written or verbal notification of your cancellation.

If you need to make a change to your tickets once you have received them (for example changing the ticket start date), then you should contact us by email on [email protected] as soon as possible.

New prices may apply when amending your tickets. We won't charge an amendment fee for making a change, but the difference in price will be charged. If ticket prices are cheaper when you amend your order, the original price you paid will be used.

Changes and cancellations by us or the supplier

On occasion, it may be necessary for the supplier to amend certain tickets or cancel them. We reserve the right to amend or cancel tickets on behalf of a ticket supplier at any time. If a material change to, or cancellation of your theme park or other attraction ticket becomes necessary, (for example where you have made an order via an old/ cached page of our website) we will tell you as soon as possible. If there is time to do so before the date on which the ticket is due to be redeemed, we will replace it with a ticket to the same value as your original order or if there isn’t sufficient time to do so, give you a full refund.

A supplier might change also the ticket entitlements, ticket validity or ticket price. In this situation, customers who have paid in full and already received their tickets will not usually be affected by such a change. However, customers who have only paid a deposit and have yet to clear their balance could be affected. In this scenario, we will inform all deposit customers immediately of the changes to their tickets and the following options will be made available: 

1)    You can pay the remaining balance on your booking to protect the ticket entitlements and validity at the price originally confirmed. Tickets will be dispatched to you within 72 hours of paying your balance.

or

2)    Keep your booking on a deposit status and accept the revised ticket entitlements at the new ticket price as enforced by the supplier. 

As your contract for the supply of experience, excursion, theme park or attraction services is with the supplier, we will have no liability in relation to any changes to or cancellations to these services other than to inform you as soon as reasonably possible of any changes or cancellations that may affect you that are notified to us by the supplier in question. We will also liaise between you and the supplier in relation to any alternative tickets or services they may offer.

The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of any change or cancellation.

Very rarely, after your tickets have been activated, the supplier of your service may be forced by Force Majeure to change or cancel part or all of your tickets or close a park, attraction or experience. If this does happen then we regret that neither we nor your supplier(s) will be able to provide any refunds, pay you any compensation or meet any losses or expenses you incur as a result.

Force Majeure

Except where otherwise expressly stated in these order conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, the threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riots, pandemics, epidemics, industrial disputes, natural or nuclear disasters, fire, chemical or biological disaster, adverse weather conditions, the act of any government or other national or local authority and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure as may any consequences of the UK’s decision to leave the European Union, or any consequences of it so leaving.

Liability

Our only obligations to you (other than those which are expressly set out in these conditions) are to take your ticket order in accordance with your instructions and to provide you with a ticket or voucher to enable entry/access to the arrangement(s) in question. Your contract for the supply of services is with the supplier and its terms and conditions apply to that contract. Copies of these are available on request. We accept no responsibility for the supply of the services.

We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claims of any description if it results from:-

i. the act(s) and/or omission(s) of the person(s) affected;

ii. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable;

or

iii. unusual or unforeseeable circumstances beyond our or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised;

or

iv. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

We will not be responsible or pay you compensation:-

i. for services or facilities which do not form part of our agreement or where they are not advertised by us.
ii. for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your tickets prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
iii. any technical and/or pricing errors.

Any compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-

i. whether or not you have followed the complaints procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
ii. the extent to which our or our employees’ or suppliers’ negligence affected the overall enjoyment associated with your tickets.
iii. when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any supplier for the complaint or claim in question.

(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)

The maximum amount we will have to pay you in respect of all claims which don’t involve injury, illness or death these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your tickets.

Your behaviour

If in our opinion or in the opinion of any person in authority, your behaviour is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we or the supplier reserve the right to terminate your tickets immediately. In the event of such termination, our responsibilities to you will cease and you will be required to leave the applicable service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.

If you have a complaint or problem

Because the contract for the supply of all services is between you and the supplier, any queries or concerns about those services should be addressed to them. If you have a problem whilst away, this must be reported to the supplier or their agent immediately. If you wish to complain when you return home, write to the supplier. You will see their name and contact details in any confirmation documents we send you.

Any complaints or problems relating to the order and supply of any ticket must be reported to us in writing immediately. Please address all emails to [email protected]. We will acknowledge all complaints within 3 working days. Sometimes we need to investigate issues raised with 3rd party suppliers which may take time to do so. We do however aim to respond in full within 14 days. If for any reason we are unable to respond within that time, we will endeavour to notify you as soon as possible.

If you fail to follow these procedures there will be less opportunity for us and/ or the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

Disabled Clients

We must be advised at the time of the order of any disability and special requirements so that we may notify the supplier concerned. Special facilities can be requested but may not be guaranteed. Acting reasonably, if suppliers are unable to properly accommodate the needs of the person(s) concerned, we may refuse to confirm your ticket order or if you did not give us full details at the time of order, cancel it and impose applicable cancellation charges when we or they become aware of these details.

Special Requests

If you have any special request, you must advise us in writing at the time of order. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless any supplier has specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation letter 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.

Special Offers

Please note special offers are subject to availability and may be withdrawn by us or the supplier as applicable without notice.

Conditions of Suppliers

The services which make up your order are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

Covid-19: Limitation of liability

We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.

Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you, in the following circumstances:

• If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel.
• You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday or that portion of the holiday.

An inherent risk of exposure to COVID-19 exists in any public place where people are present. By visiting an attraction or joining a tour or activity, you voluntarily assume all risks related to exposure to COVID-19.

You also acknowledge that the suppliers providing your services will need to comply with national and/or local guidelines and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as the use of face masks by staff (and you may be required to wear a face mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the experience and all measures will be taken with the purpose of securing your safety and those around you.

Law and Jurisdiction

These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.

Hotel + Ticket Package Booking Conditions

These Booking Conditions, together with our privacy policy and where your booking is made via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract for booking services with AttractionTickets Ltd trading as AttractionTickets.com of 372 Coldharbour Lane, London, SW9 8PL.

Please read them carefully as they set out our respective rights and obligations. By making a booking, you agree to be bound by all of them. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

You must be 18 years old at the time of booking and possess the legal capacity and authority to act and travel as the lead name on the booking. We will only deal with the lead name on the booking in all correspondence.

We endeavour to ensure the accuracy of all the information and prices in our advertising material. However, occasionally changes and errors do arise and we reserve the right to correct them in such circumstances. You must check the current price and all other information relating to the package that you wish to book before your booking is confirmed. We will not be liable for booking errors which are attributable to you or which are caused by unavoidable and extraordinary circumstances as defined in the Unavoidable and Extraordinary Circumstances clause below.

Our Agreement

A binding agreement for your package will come into existence between you and us when we issue a confirmation. Please check all details on the confirmation (or any other document issued) immediately upon receipt. It may not be possible to make changes to your package later so you should notify us of any inaccuracies in any documentation within ten days of our sending it out. It may harm your rights if you don’t.

The suppliers whose services make up your package make those supplies in accordance with their own terms and conditions and/or conditions of carriage which will also form part of your agreement with us.

Some of these terms and conditions and conditions of carriage may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions and conditions of carriage are available on request from ourselves or the supplier concerned.

The key terms of our agreement are:-

1. You will enter into a binding contract with us when we issue our confirmation. If you then cancel your package, you will be required to pay cancellation charges up to 100% of the cost of it, depending on how long before travel you cancel;

2. You can make changes to your confirmed package in certain circumstances. We will make a charge for processing these changes;

3. We may make changes to and cancel your confirmed arrangements, but we will provide suitable alternatives and pay you compensation in certain circumstances if we do so;

4. We are responsible for making sure your confirmed arrangements are not performed negligently but there are some limits on and exceptions to this.

Payment

When you book your package, the full balance of the cost of your arrangements will be payable immediately.

Insurance

It is a condition of our agreement that you are covered by adequate travel insurance for all aspects of your package. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues including COVID-19, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.

Special Requests

Special requests relating to your package must be advised to us in writing at the time of booking. Whilst we will try to meet or arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. Special requests that have been noted on your confirmation or any other documentation do not amount to a promise to meet that request. A failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.

Disabilities and Medical Problems

We will give you information about whether the package you have chosen is generally suitable for persons with reduced mobility but if you or any member of your party has any precise medical problem or disability that may affect your chosen package, please provide us with full details before we issue our confirmation. We will only provide precise information on the suitability of the package taking into account your needs if you specifically request us to do so. Acting reasonably, if we are unable to properly accommodate your needs, we will not confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details.

The Price You Pay

All prices are quoted in USD. Prices are inclusive of all taxes and charges that can be collected and paid for in advance of your hotel check-in. Bookings may be subject to local taxes such as tourist or city taxes which can only be paid locally upon check-in.

The prices quoted, shown on our website and in supplementary promotional material, apply at the time of publication but are subject to change without notice. The price of your arrangements will be confirmed on booking and once you have paid for your package in full or paid a non-refundable deposit on a booking, the price of your arrangements is confirmed and will remain unchanged even if the prices on our website increase or decrease.

However, we reserve the right to amend the price of your booking if there has been a pricing or system error. In this scenario, we will contact you when we become aware of the change or error to amend the price to the correct level. A full refund will be offered should you wish not to continue with your booking once the price has been corrected.

The price of your confirmed services is also subject to variations that occur solely as a direct consequence of changes in:

(a) the price of the carriage of passengers resulting from the cost of fuel or other power sources;

(b) the level of taxes or fees on your confirmed arrangements imposed by third parties not directly involved in the performance of the services or ticket, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or

(c) the exchange rates relevant to the ticket or service.

Price variations will be calculated by applying the cost differential we experience as a result of the above factors. Prices may go up or down and we will notify you about any variation by sending you a calculation explaining the variation no less than 20 days before you are due to depart. If your arrangements are a package, and if that means that you have to pay an increase of more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services), we will offer you the options under the heading ‘Change or cancellation options’ in the Changes and Cancellations by Us clause. If prices go down as a result of the above factors, we will make a reflective refund, but we will also deduct our administrative expenses from what is owed to you and this may extinguish the value of the refund due. Also, note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on price due to contractual protections in place.

Changes and Cancellations By You

If you wish to make any changes to your package after it has been confirmed, including if you wish to cancel it, you must inform us in writing as soon as possible. Your notice requesting a change or cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. Since we incur costs in cancelling your package, cancellations will be subject to the charges set out below.

You may cancel any package booking prior to its commencement (following the process outlined above) in the event that i) circumstances amounting to unavoidable and extraordinary circumstances (as set out in the Unavoidable and Extraordinary Circumstances clause) are occurring at the place where your package is due to be performed or its immediate vicinity; ii) those circumstances make it impossible to travel safely to the travel destination, and iii) if the performance of your package will be significantly affected by those unavoidable and extraordinary circumstances. Note that we will take into consideration any advice from the Foreign Office to avoid or leave a particular country in determining whether or not you may cancel your arrangements under this clause. In the event that you may, you will receive a refund without undue delay of any payments made but this is the maximum extent of our liability and we regret we cannot meet any other expenses or losses you may incur as a result.

If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the package, including an agreement to these booking conditions) providing we are notified in writing not less than seven days before departure and you pay an amendment fee and meet all costs and charges incurred by us and/or incurred or imposed by us or any of our suppliers. Both you and the person to whom you would like to transfer your arrangements shall be jointly and severally liable for the payment of any balance due and for any additional fees, charges or other costs arising from the transfer. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Charges in the event of a cancellation and amendments

In the event of a cancellation, you will have to pay the applicable cancellation charges up to the maximum shown below (The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling):-

 

Number of days prior to the commencement of the hotel booking when written cancellation is received by us	Charge imposed as a % of total
15 days or more	Free Cancellations; full refund
14 days or less	100% cancellation charge applies
Amendments	No amendment fees for arrangements changed more than 7 days prior to your hotel check-in date.   Changes will be subject to current prices and any price difference will be payable if applicable. Amendments requested 7 days or less before your hotel check-in date will be treated as a cancellation request and 100% cancellation charges will apply.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.

We cannot guarantee that we will be able to make changes to your booking, but we will do our best to assist. In the event we can meet your requested change, you will have to pay any applicable rate changes or any other costs incurred by ourselves or our suppliers as a result of the change in addition to the applicable amendment charges above. Where we are unable to assist with making a requested change, and you do not wish to proceed with the original booking, we will treat this as a cancellation by you.

Changes and Cancellations by Us

Where we refer to a ‘price reduction’ in this clause and in the Our Responsibilities clause, we mean that we will give you an appropriate reduction in the price you paid for the package affected for any period during which there was a lack of conformity as defined in the Package Travel and Linked Travel Arrangements Regulations 2018 (unless that lack of conformity is attributable to you). Where we refer to ‘compensation’, we will pay you appropriate compensation without undue delay for any damage which you sustain as a result of any lack of conformity subject to the limitations and exclusions in section B of the Our Responsibilities clause.

Changes and cancellations before check-in

We reserve the right to change or cancel your booking. We will not cancel less than 8 weeks before your departure date unless for reasons of unavoidable and extraordinary circumstances, or where you have failed to pay the final balance when it’s due.

Most changes will be insignificant (e.g. a change of accommodation to another of the same standard or classification) and we reserve the right to make them. If we make an insignificant change to the main characteristics of your package, we will try to notify the change to you as soon as reasonably possible before your departure, but we will not notify you about any other insignificant change. We will have no other responsibilities to you in respect of any insignificant changes. Occasionally we may have to make a significant change to your confirmed package (e.g. a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away) and we reserve the right to do so. A significant change is one where we significantly alter any essential element of your arrangements (other than the price) owing to circumstances beyond our control.

If we have to make a significant change or cancel before check-in, we will inform you without undue delay and if there is time to do so before departure, we will offer you the choice of the following options:-

i (for significant changes) agreeing to the changed arrangements,
i accepting the cancellation or terminating of the contract for the package and receiving a refund (without undue delay) of all monies paid; or
iii accepting an offer of alternative arrangements of comparable standard from us, if available.

(In the event that any proposed change or alternative offered results in a reduction or increase in the price you have agreed to pay or an increase or decrease in the quality of the package we have agreed to provide, we will also notify you of any price reduction or additional amount due). You must notify us of your choice within 7 days of our offer. If you fail to do so, we will contact you again, re-iterating the above choices and sums payable or refundable and if you again fail to respond within 7 days, we may terminate the contract and refund all payments made by you without undue delay.

Subject to the exceptions detailed below, we will where appropriate, pay you reasonable compensation, subject to the limitations and exclusions in section B of the Our Responsibilities clause. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Number of days before departure that we notify you	The amount you will receive from us of any significant change or cancellation
More than 56 days before departure	Nil
42–56 days before departure	$20
15-41 days before departure	$30
7-14 days before departure	$40
Less than 7 days	$50

 

Please note: the above payments are per full fare-paying passenger (excluding infants). For children invoiced at reduced rates, compensation will be paid on a pro-rata basis of the adult rate.

We will not pay you compensation where we make a significant change or cancel as a result of unavoidable and extraordinary circumstances as set out in the Unavoidable and Extraordinary Circumstances clause;

We will not make a price reduction or pay you compensation, and the above options will not be available where:-

i) we make an insignificant change;
ii) we cancel as a result of any failure by you (including a failure to make payment in accordance with these terms);
iii) where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.

Changes and cancellations after check-in

If we become unable to provide a significant proportion of your package after you have departed, we will try to offer you suitable alternative arrangements of, where possible, equivalent or higher quality than those specified in the contract. If the alternative arrangements we make are of a lower quality than those you originally booked, we will make a price reduction. You may reject the proposed alternative arrangements only if they are not comparable to what we originally promised to provide or if the price reduction we offer is inadequate. Where we are unable to make suitable alternative arrangements or you reject the proposed alternative arrangements in accordance with this clause, where appropriate, we will pay you compensation subject to section B of the Our Responsibilities clause.

This clause sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any other expenses or losses you may incur as a result of any change or cancellation.

Unavoidable and Extraordinary Circumstances

Except where otherwise expressly stated in these conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, the threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riots, pandemics, epidemics, industrial disputes, natural or nuclear disasters, fire, chemical or biological disaster, adverse weather conditions, the act of any government or other national or local authority and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute unavoidable and extraordinary circumstances as may any consequences of the UK’s decision to leave the European Union, or any consequences of it so leaving.

Assisting you in the event of difficulty or unavoidable and extraordinary circumstances

We will provide appropriate assistance without undue delay in the event that you experience difficulty. Such assistance will extend to providing appropriate information on health services, local authorities and consular assistance; and helping you to make distance communications and to find alternative travel arrangements if necessary. We will charge a reasonable fee for such assistance if the difficulty is caused by you intentionally or as a result of your act or omission. In the event such assistance is needed please contact [email protected].

Complaints

If you experience a problem with your package, please immediately inform the relevant supplier (e.g. your hotelier) so that they can take steps to make things right. You should also contact us by email at [email protected]. If your complaint remains unresolved and you wish to complain further, please send formal written notice of your complaint to us within 28 days of the end of your package, giving your booking reference and all other relevant information. Failure to follow the procedure set out in this clause may affect our and the applicable supplier’s ability to investigate your complaint and could affect your rights under our agreement.

Your Behaviour

If in our opinion or in the opinion of any person in authority, your behaviour is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we reserve the right to terminate your package immediately. In the event of such termination, our responsibilities to you will cease and you will be required to leave your accommodation or other service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.

Our Responsibilities

We accept responsibility as an “organiser”. Subject to these booking conditions, if we fail to arrange or perform your package in accordance with our agreement, we will remedy any resulting lack of conformity. If that is impossible or entails disproportionate costs (taking into account the extent of the lack of conformity and the value of the arrangements affected), we will instead pay you compensation subject to clause B of this clause. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us. Please note that it is a condition of our acceptance of the responsibility above that you inform us and the supplier(s) concerned without undue delay of the lack of conformity you perceive; and allow us a reasonable period in which to remedy it. Please contact [email protected].

B. Limitations of responsibility

In these terms and conditions, our responsibilities are limited, and our duty to pay compensation is limited as follows:-

We will not be responsible, make a price reduction or pay you compensation for any lack of conformity injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of your arrangements and which were unforeseeable or unavoidable; or
(c) Unavoidable and extraordinary circumstances as set out in the Unavoidable and Extraordinary Circumstances clause.

We will not be responsible, make a price reduction or pay compensation:-

a) for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility that your hotel or any other supplier agrees to provide for you.
b) for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.

Any price reduction or compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-

(a) whether or not you have followed the complaints and notifications procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(b) the extent to which our or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
(c) the deduction that we must make to take account of any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.

(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)

Luggage or Personal Possessions and Money

The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your booking. In addition to the above provisions set out in this clause, our liability will also be limited in accordance with and/or in an identical manner to:

(a) the contractual terms (whether booking conditions or conditions of carriage) of the companies that provide the services that make up your package. These terms are incorporated into your booking; and
(b) any relevant international convention, for example, 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 and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions.

You can ask for copies of any of the contractual terms or international conventions from us.

Jurisdiction and Applicable Law

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

Financial Security for Packages

We provide full financial protection for our package holidays by way of a bond held by ABTOT Limited – 117 Houndsditch, London, EC3A 7BT, www.abtot.com.. You agree to accept that in the event of our insolvency ABTOT may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim through your payment card issuer (where applicable) for a refund of the monies you have paid.

If you book anything other than a package with us, your monies will not be financially protected. Please ask us for further details.

Passport, Visa and Immigration Requirements and Health Formalities

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up-to-date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. 

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

Covid-19: Limitation of Liability

We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday. Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

• If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:

- Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well as any increase in cost imposed by other suppliers);

- If not everyone on the booking is affected, you will have the right to transfer your place on the holiday to another person nominated by you, subject always to the requirements of the Changes and Cancellations by You clause;

- Cancelling your holiday, in which case we will impose our standard cancellation charges as of the date of cancellation by you. You may be able to claim these costs back from your travel insurance. If this happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you.

• You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday or that portion of the holiday.

You also acknowledge that the suppliers providing your holiday, including transport providers, hotels and excursion providers, will need to comply with national and/or local guidelines and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as the use of face masks by staff (and you may be required to wear a face mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.