THE SMALL PRINT our Terms of Trade
(Updated: April 2020)
You enter into a booking with us when we issue our confirmation invoice, which you will receive after completing your purchase. If you then cancel, there will be cancellation charges. Initially this may only be a deposit, but can go up to 100%.
You can make changes to your booking in certain circumstances. We make a charge for this. We can change and cancel your booking. We are responsible to you for providing your holiday but there are legal limits.
Adequate and valid travel insurance is compulsory for all our travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed.
We will require passport details from all passengers. Due to increased security measures this is a requirement of all airlines. We cannot be responsible if you are denied boarding due to not having the required documentation. NOTE: Even a misspelled first name or surname can result in the airline denying boarding so please ensure the data you give to us is accurate as per your passport. This information will be held securely and not given to 3rd parties without your prior approval. It is the client’s responsibility to ensure their passports are valid for at least 6 months after the intended return to the UK. Please check with the UK Home Office as regulations change.
It is the responsibility of each client to ensure they have the entry visas required for their tour. Details of these can be found on the Foreign & Commonwealth Office web sites. For more information, please visit the government websites at www.gov.uk/travelaware and www.gov.uk/foreign-travel-advice for your destination country. Certain areas of Africa require specific vaccinations. Some areas require anti-malaria medication. We are not health professionals. It is your responsibility to contact your GP for further advice.
Each tour product clearly states inclusions. Please read the information carefully in order to avoid disappointments. If in doubt, please contact us immediately.
- DATA PROTECTION
We are registered with the ICO (Information Commissioners Office) certification no: ZA800911
Names of all persons travelling must be provided at least 12 weeks before departure or earlier if required. Names must match your passport. Name changes within 12 weeks of departure carry a £50 administration charge. Changes with airlines are far more problematic and will be dealt with as they arise.
All tours (apart from Rugby in South Africa 2021 or otherwise stated) require a 30% deposit on booking with balance payable 12 weeks prior to event. Please refer to each Rugby in South Africa 2021 product for payment terms.
If we are forced, through circumstances beyond our control, to change your accommodation, we will advise you at the earliest opportunity. In these rare circumstances we will offer an alternative of equivalent or higher grade as available.
We strongly recommend you have adequate travel insurance to cover your trip. We are not allowed by the regulatory authorities to recommend or sell travel insurance. Kindly contact a reputable, licenced insurance broker as soon as you have paid your deposit.
- FLIGHT TIMES
If we are supplying charter flights with your product choice you will be advised of final times approximately 2 to 3 weeks prior to departure. Scheduled flight times can change and it is your responsibility to ensure that your contact details are registered with the airlines should they wish to contact you near to departure.
- FLIGHT DELAYS
We are not responsible for flight delays due to inclement weather, strikes, technical problems etc. We operate with fully licenced airlines and rules regarding compensation etc are governed by the laws of the country where your flight commences.
- CANCELLATION CHARGES
Should you wish to cancel your booking, we will require written notification by email. Cancellation charges will be levied in accordance with the scale set out below. [Travel Insurance should be purchased to cover.]
- RUGBY IN SOUTH AFRICA 2021
Over 12 weeks - loss of monies paid to date
Under 12 weeks - 100% of total cost
- ALL OTHER TOURS
Over 12 weeks - loss of deposit
Under 12 weeks - 100% of total cost
Notes: (1) Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid; (2) If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges; (3) certain travel arrangements may be subject to higher cancellation charges and could incur a cancellation charge of up to 100% of that part of the arrangements from the moment the booking is confirmed.
You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe and act in accordance with advice provided by the UK Foreign & Commonwealth Office.
For the purposes of these terms and conditions “unavoidable and extraordinary circumstances” include but are not limited to: war, airport closures, airspace closures (as well as other air traffic management decisions which may give rise to long or overnight delays or cancellations of one or more flights), the inability of airline(s) to operate flights as a result of the United Kingdom’s decision to leave the European Union (including the loss or restriction of air traffic or transit rights or the right of airline(s) to enter any airspace), epidemic, pandemic, significant risks to human health such as an outbreak of a serious disease at the travel destination, natural or nuclear disaster, serious security problems such as terrorist activity, civil unrest or events arising out of political instability, industrial dispute or strikes, bad weather (actual or threatened), Foreign Office advising against travel to a particular destination and significant building work taking place outside of your accommodation (such as resort development).
- IF WE CANCEL YOUR BOOKING
We reserve the right to cancel your booking. We will not cancel less than 2 weeks before your departure date, except for unavoidable and extraordinary circumstances (as defined in clause “Our Liability to you”), or failure by you to pay the final balance, or because the minimum number required for the package to go ahead hasn’t been reached. The minimum number required will be provided to you with the holiday description
If your holiday is cancelled, you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
In the event a refund is paid to you, we will pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (as defined above).
Period before departure in which we notify you
Amount you will receive from us
- More than 84 days - Nil
- Between 83 and 56 days - £10
- Between 55 and 28 days - £20
- Between 27 and 0 days - £30
This table does not preclude you claiming more if you are legally entitled to do so. Changes to events, additional services and excursions will be separate to your package and will not require us to pay you compensation.
A major change does not include a change to, or cancellation of, an event you are attending.
- MATCH TICKETS
Match tickets are obtained as pairs. We cannot confirm where the tickets are located until they are received by ourselves. We will endeavour to obtain group tickets close together but cannot guarantee. Tickets are non-refundable except if the event is cancelled when we will refund to clients all the monies received by us from the ticket provider. Tickets are sold subject to the relevant Ticket Terms and Conditions which may include the Ticket issuer’s right to alter or vary the programme due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange Tickets. If the event to which you are due to attend is cancelled, we will refund you the face value of your Ticket to the extent that we receive a refund from the Ticket issuer. Your package will be unaffected by the event cancellation and we will continue to provide you with the services in your package.
- MATCH CANCELLATION
Please note, we cannot be responsible for refunds of money due to cancellation of the match as a result of inclement weather, terrorism, pandemics, disease or events beyond our control. The match does not form a legal part of the package offered. We strongly urge all customers to check their insurance to make sure that you are covered in the event that the match(es) you are due to attend is rescheduled, cancelled or postponed.
- FLIGHT TICKETS
These will be issued 7/10 days before departure subject to all payments on booking being completed and a full list of names and passport details received. The tickets will show your confirmed timings. Lost tickets will be subject to a reissue (where agreed by the airline) charge of £50.
- OUR LIABILITY TO YOU
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with these booking conditions, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to (i) you or another member of your party; (ii) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or (iii) unavoidable and extraordinary circumstances.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to the following:
- a) You agree that any transport company’s (or other supplier’s) own ‘Conditions of Carriage’ will apply to you on any journey by road, rail, sea or air. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage'. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey. The airline's terms and conditions are available on request. We will tell you the identity of the air carrier when you book with us and if it is not known at that time or subsequently changes, we will inform you as soon as possible and no later than at check-in for your flight; and
- b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, 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.
Under EU law (Regulation 261/2004) 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 will be publicised at EU airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible, of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
Standards of, for example, safety, hygiene and quality vary throughout the transport and destinations that your holiday may involve. Sometimes these standards will be lower than those which would be expected in the UK. The suppliers of the services and facilities included in your holiday should comply with local standards where they are provided.
- COVID – 19 – South Africa 2021
We comply with The Package Travel and Linked Travel Arrangements Regulations 2018. In the event of the borders being closed to UK passengers or the fixtures being cancelled, clients are entitled to a full refund as per regulation 13(3) less an administration charge and related credit card merchant fees levied to date. Refunds can be in the form of a credit note against future travel arrangements.
In the event of the fixtures being played ‘behind closed doors’ (i.e.: no crowd) then the event is deemed as taking place and normal cancellation terms will apply. In such an event, we will refund the face value of the match tickets purchased, less any administration fee levied by the ticket issuer.
Note: this entire clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday for which liability rests with the excursion provider and not us.