YOUR CONTRACT - PLEASE READ THIS CAREFULLY BEFORE YOU BOOK
These booking terms and conditions govern all bookings that you make with Coach Innovations Limited of Suite 5, Midshires House, Oldington Lane, Kidderminster. DY11 7QN. They vary depending on whether you make a booking with us for a package holiday, accommodation only or other separate travel arrangements, ("Individual Components"). If you book Individual Components with us, we will make the booking as agent for the relevant supplier(s) (e.g. the ferry or hotel supplier) and your contract will be subject to the supplier's own terms and conditions which could limit or exclude liability to you, often in accordance with international conventions. Copies of the supplier's terms and the international conventions are available on request. If you book a package holiday, your contract will be with Coach Innovations Limited. Please see the terms which apply to package holiday contracts which follow these website agency terms and conditions.
No contract will come into existence between us until we accept your booking and we receive your deposit or full payment in cleared funds. We reserve the right to refuse, at our sole discretion, any booking. For online bookings, the contract will come into existence upon acceptance of the booking conditions presented at the end of the booking process and once we have received your deposit or full payment in cleared funds.
All services offered are subject to availability.
When you make a booking, you confirm that you have the authority to accept, and do accept these conditions on your behalf and on behalf of all members of your party and further, if you are making a booking for more than one person, that you are responsible for all payments due from each and every party member for whom you are making a booking.
It is your responsibility to ensure that any information which you give us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party.
DATA PROTECTION POLICY
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name and address, and any special needs/dietary requirements, etc.
We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as hotels, transport companies, etc. The information may also be provided to security or credit checking companies, public authorities such as customs and immigration if required by them, or as required by law.
Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass any information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary or religious requirements. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.
Bookings made by telephone
If you make a booking by telephone you must provide us with all information which we require. You must also ensure that all information which you provide is accurate and that the credit or debit card you are using is your own or, subject to our agreement, if it is a third party's you have their express authorisation to use their credit or debit card and that sufficient funds are available to cover the cost of the arrangements which you book with us.
If we accept your booking, we shall debit payment from you and send you a confirmation invoice. From this point cancellation charges will apply: Please note that a telephone booking confirmation is as firmly confirmed as if it were made/confirmed in writing. As soon as you receive the confirmation, please check the details carefully and inform us immediately if anything appears to be incorrect as it may not be possible to make changes later.
You must pay the balance by the due date shown on the confirmation invoice. Please note for some telephone bookings full payment may be required IMMEDIATELY i.e. before you receive our confirmation invoice. If this applies you will be advised when the booking is made. It is very important that you pay balances when due because failure to do so may lead to the cancellation of your holiday and still leave you liable to pay cancellation charges. Where an extra “booking charge” applies this will have been advised at the time of booking. All cheque payments require 7 days to clear. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by suppliers. Please note we do not accept responsibility for cash sent by courier or post, even if sent by registered or recorded delivery post or any other special delivery.
PASSPORTS, VISA AND HEALTH REQUIREMENTS - You are responsible for checking all these items and ensuring your travel documents are in order
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date position in good time before booking/departure. We accept no liability if you are refused entry onto any country due to failure on your part to carry the correct passport, visa or other documents required. You must have a passport which is valid for six months after your intended date of return. You must ensure you have correct visa and health entry requirements for all countries visited including countries you may just be transiting through. .
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Payment for any such damage or loss must be made at the time direct to the accommodation owner or manager or other supplier. If you fail to do so, you must indemnify us against any claims (including legal costs) subsequently made against us as a result of your actions. We expect all clients to have consideration for other people. If in our reasonable opinion or in the opinion of any other persons in authority you are behaving in such a way to cause or to be likely to cause distress, danger or annoyance to any third party or damage to property, we reserve the right to terminate your arrangements without notice. In this situation your total booking with us, including your return transportation arrangements, will immediately cease and we will not be responsible for paying any costs, expenses, refunds or compensation.
We will not pay you compensation and will not be held responsible, if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, civil strife, dispute including air traffic control disputes, terrorist activity and its consequences, natural and nuclear disaster, fire or adverse weather conditions, epidemics & pandemics, unavoidable technical problems with transport, You can check the current position of any country by telephoning the Foreign and Commonwealth Office’s Travel Advice Unit on 0845 850 2829
We strongly recommend that you and all members of your party are covered by a policy of travel insurance. If you suffer from any disability or medical condition you must disclose this in advance to the insurance company. All insurance premiums are payable in full at the point of sale and are sold incorporating a 14 day cooling off period after which time some policies may be non-refundable and you should check at the time of purchase. The 14 day cooling off period only applies if you have not departed the UK or made any claim under the insurance policy.
CHANGES BY YOU
If you wish to change any item - other than increasing the number of persons in your party - and providing we can accommodate the change, you will have to pay an Amendment Fee per person which will be notified at the time of change.
CANCELLATION BY YOU
If You and/or any member of your party may cancel your booking of Individual Components at any time, providing that the person who made the booking notifies us in writing. Since we incur costs in cancelling your arrangements we will charge cancellation fees based on the day your written cancellation is received and whether your tickets have been issued.
Other Individual Components
For all other Individual Components, unless your confirmation invoice specifies different cancellation charges, the charges below shall apply:
· Period before departure
· (subject to amount of cancellation charge documents being issued) shown as percentage of the full price for the Individual Components)
More than 70* days before departure date Deposit forfeited
Between 70 and 29 days 70%
Between 28 days before departure 100%
As we act only as a booking agent for the third party suppliers of your Individual Components, we have no liability if they are deficient nor do we have any liability for loss, personal injury or death however incurred unless caused by our negligence.
We reserve the right to randomly record telephone calls to ensure that our customer service is constantly reviewed.
These booking terms and conditions are governed by English law and the courts of England and Wales have non-exclusive jurisdiction. Additionally your accommodation booking may also be subject to local laws, customs and sensitivities, which may change from time to time.
Booking Conditions for Package Holidays
Bookings are made with the Coach Innovations Ltd. Subject to these booking conditions. Please read them carefully before you book. You agree that the person who signs the booking form does so on behalf of all the persons included on the booking form – (the Client). No person may alter these conditions on the Company’s behalf.
YOUR FINANCIAL PROTECTION
To comply with British and European travel package regulations, Coach Innovations Ltd operates a client account system to protect your money. We cannot excess your money until your holiday is completed. Our client account is held at HSBC Solihull. England
ACCEPTANCE OF BOOKING
We reserve the right to increase or decrease brochure prices and to change any information in our brochures or on our website before a booking is made. You will be told the correct up to date price before you book. Once you choose a holiday & agree the price, please send a non-refundable deposit to confirm the booking. On acceptance of the deposit the Company will issue a confirmation invoice and at this stage contract comes into existence. Payment of the balance due must be made 8 weeks prior to departure. If the balance is not received by the due date, the Company reserves the right to cancel the booking and retain the deposit. If the booking is made within eight weeks of departure, full payment must be sent at the time of booking. Any money paid by the Client to a travel agent in respect of a booking with the Company, is held on behalf of the Company at all times.
YOUR HOLIDAY PRICE
Changes in transportation costs, including the cost of fuel dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents' commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
ALTERATIONS BY THE CLIENT
If you wish to alter your arrangements after your booking has been made, we will do our best to arrange this and, if possible, make these changes. Any request for changes must be made in writing by the person who made the booking. We will charge an amendment fee of £15.00 per person, and any other cost we incur in making the alteration. If after the commencement of a tour the Client requests any amendments to the agreed arrangements, or accommodation, the Company and/or its agents will do their best to implement such amendments, but cannot guarantee that it will be possible. In the event of any amendment the Client will be liable for any cancellation charges and / or additional costs that may be incurred by the Company and/or its agents.
TRANSFER OF A BOOKING
If any person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or significant reason, we will agree to that person’s booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and any additional costs arising from the transfer. This will also be subject to the agreement of our suppliers. We must be given at least 7 days written notice of the transfer request. An administration charge will be made of £25 per person for transfers made more than 61 days before departure.
ALTERATIONS BY US
It is unlikely that we will have to make any changes to your travel arrangements but we reserve the right to do so at any time. We plan arrangements a long time in advance of your holiday using independent suppliers such as ferries and hotels, over whom we have no direct control. Most of these changes are minor and we will advise you or your travel agent as soon as we are able. If we make a major change we will also endeavour to advise you or your travel agent as soon as reasonably possible.
In the case of a major change before your departure we will provide you with three alternatives: alternative travel arrangements of equivalent or of very closely similar standard and price, if available.
Alternative travel arrangements of a lower standard together with a refund of the difference in price; or cancel your holiday with a full refund of all monies paid.
In all three cases minimum compensation of £40 per person will be paid unless the change occurs as a result of circumstances beyond our control.
We will not be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of unusual or unforeseeable situations outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, disputes, natural disaster, bad weather, epidemic or terrorist activity.
Hotels described as First Class or Luxury are deemed so by us and not necessarily by any official grading. The assessment is based on our knowledge of the establishment, our general opinion and the standard of what is available locally. The term used i.e. deluxe, luxury suites etc are the same as those by the hotel in question. The Company does not own, manage or control the accommodation that it uses. Sometimes it is possible that the accommodation reserved is not available. In this event the Company and/or its agent will endeavour to provide accommodation of equal standard. However, if only accommodation of lesser standard is available we will refund the difference in prices on completion of the holiday.
Certain travel arrangements cannot be changed or cancelled without incurring a 100% cancellation charge. If this is the case, we will tell you before you cancel. We strongly recommend that you take out full insurance which will, in most cases, include cover against loss of deposit or cancellation fees.
Note: If, some, but not all-party members, cancel the holiday or part of it, additional charges may be payable by the remaining members.
CANCELLATION BY US
We reserve the right to cancel your holiday if there is a likelihood of no snow, adverse weather conditions, threat of industrial action or government action which may cause significant delays. If we have to cancel your holiday we will offer you alternative travel arrangements of equivalent or of very closely similar standard and price
If the UK Foreign Office specifically advises against travel to a particular destination, the Company will act on that advice and cancel holidays. The amount paid by you for the holiday will be refunded but no additional compensation will be paid. No compensation is payable if the holiday is cancelled because the number of persons who agreed to take it is less than the minimum number required and you are informed of the cancellation in writing within the period indicated in the description of the package. Coach Innovations Ltd may cancel without notice any skiing departure if there is insufficient snow, the threat of industrial action, adverse weather conditions, government action or any reason we deem would significantly reduce your time in resort. Clients will be offered an alternitive date of their choice subject to availability.
You are responsible for obtaining valid passports, visas, vaccination certificates, health documents, foreign exchange for personal requirements etc. It is your responsibility to check entry requirements with the Embassy or Consulate of the country you plan to visit. You should also contact your GP in good time before you travel for health advice. You will be solely responsible if failure to obtain such documents results in your being unable to travel or refused entry or in fines, surcharges or other financial penalties being imposed on you. The Company has no liability whatsoever to you through your failure to do so. It is also your responsibility to comply with the laws, customs, foreign exchange and the drug regulations of the countries visited. The Company and its representatives reserve the right to cancel your holiday at any time if in our reasonable opinion you are found to be behaving in a socially unacceptable manner or indulging in illegal activities, without any refund and legal claim against the Company.
Protocol of 1955 and by any of the Montreal Additional Protocol of 1975); in respect of carriage by sea, the Athens Convention 1974; in respect of rail carriage, the Berne Convention 1961; and, in respect of carriage by road, the Geneva Convention 1973. The terms of these conventions are incorporated into and form part of your contract with us. The liability of an air carrier under the Montreal Convention and the Warsaw Convention is limited to damage sustained in the case of death or bodily injury caused by an accident which takes place on board the aircraft or in the course of any of the operations of embarking or disembarking. You can get copies of the relevant conventions if you ask us for them. These conventions may limit or remove the carrier’s liability to you and the amount which the carrier has to pay you. The carrier will rely upon its ‘conditions of carriage’ which may limit or remove the carrier’s liability to you and limit compensation under international conventions. Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However this will not automatically entitle you to a refund of your holiday cost from us.
If we make any payment to you or any member of your party for death, personal injury or illness, you must give us or our insurers the rights you may have to take action against the person or organisation responsible for causing the death, personal injury or illness and you must co-operate fully with us in seeking recovery of any payment we make.
It is a condition of travel that you have adequate travel insurance for the holiday for you and your party. The insurance cover must include cancellation charges, unexpected curtailment of your holiday, medical and repatriation expenses including air ambulance, personal accident, delay loss or damage to your personal effects.
All passengers must wear seat-belts at all times. A coach toilet is only to be used in an emergency and as a last resort, Children under the age of 13 years must be supervised by an adult. Coaches make regular comfort stops. Only food & drinks purchased on board coaches can be consumed on board. On board facilities such as microwave ovens, fridges and hot drinks dispensers can only be used and operated by company staff. Personal items of food cannot be stored in coach fridges or heated in coach microwaves. Coach Innovation will not be held responsible for finantual loss resulting in late departure / arrivals. Coach Innovations retain the right to hire or operate vehicles from 3rd parties.
Optional excursions can only booked in resort, payment must be made to the resort representative in cash unless by prior agreement. All optional excursions are subject to a minimum amount of passengers.
CLAIMS AND COMPLAINTS
If you have a complaint during your holiday, please bring it to the attention of our local Representative / Agent / and or the hotel as quickly as possible, so that they can attempt to rectify the matter on spot. If you cannot resolve your complaint locally please contact our office immediately on 0044 (0)1562 743138. If we still cannot resolve your complaint then you must write to us within 14 days of the end of your tour. Failure to bring a complaint to the attention of our local representative whilst on holiday will prejudice any future claim.
All complaints must be in writing and sent to:
Coach Innovations Ltd.