Cancellation & Refund Policy
YOU PAY A DEPOSIT
When booking a holiday, you must sign a booking form accepting on behalf of your party the terms of this Fair Trading Charter and pay the deposit of £100.00 per person per holiday.
YOU PAY THE BALANCE
Within 3 weeks, you will receive a Holiday Confirmation Invoice which will show the balance of the holiday cost which you must pay us not less than 8 weeks before the departure date. If you have made your holiday booking within 8 weeks of departure, the holiday price is immediately payable
IF YOU CANCEL
You or any member of your party may cancel your holiday at any time provided that the cancellation is made by the person signing the booking form and is communicated to us in writing. As this incurs administration costs, we will retain your deposit and in addition apply cancellation charges up to the maximum shown below:
|Period before departure within which written cancellation is received
More than 49 days
|Amount of cancellation charge as % of holiday price
Loss of deposit
PASSPORTS, VISA AND IMMIGRATION REQUIREMENTS
All travellers to destinations outside the UK (including children) must make sure they bring with them a valid passport and any visa required by the respective county’s immigration authority. Generally, passports must be valid for at least 6 months after date of return. Some entry stamps may prevent entry into certain countries. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Any information supplied by us on these or related matters (such as climate, when to travel, clothing, baggage, personal items etc.) is given as general guidance and in good faith but we do not accept liability for any decisions made on the basis of the information supplied.
Passport, visa & health requirements at time of booking can be viewed on the Foreign and Commonwealth Office website. It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel and health documents, and in compliance with any other immigration requirements, before you travel. If you or any member of your party is not a British Citizen or holds a non-British Passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) to or through which you are intending to travel. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
The British Foreign & Commonwealth Office issues Travel Advisory Notices giving advice regarding travel, which you should consult. If the FCO advises against all travel to your destination we will have to cancel your holiday. If the FCO advises against non-essential travel to your destination you may decide to cancel your holiday, in which case our normal cancellation conditions will apply.
You are recommended to obtain a copy of the leaflet “Health Advice for Travellers” published by the Department of Health, available from most post offices or by telephoning: 0800 555 777, prior to travel.
IF WE CHANGE YOUR HOLIDAY
Whilst we aim to keep to the enclosed itineraries as closely as possible, it is sometimes necessary in the interests of our clients to vary the itinerary, or overnight hotels. Whenever time allows, we will inform you of these changes. We will advise you as early as possible of any major changes. Full refunds will be given to those who choose if the request is received within 7 days of our notification.
IF WE CANCEL YOUR HOLIDAY
In certain circumstances, we may have to cancel your holiday. If this should occur, we will return to you all the money you have paid to us unless the cancellation is due to your failure to pay for your holiday in full or your failure to disclose all required information on booking, particularly with regard to disability or medical problems, in which case cancellation charges as set out in clause 3 must be paid by the person concerned. However, we will not cancel your holiday immediately prior to the departure times unless:
You have not paid for your holiday in full (see also clause 3)
Your holiday is influenced by events beyond our control, such as war or threat of war, riots, civil strife, industrial action, natural disasters, fire, epidemics, bad weather, technical problems to transport, the closure of ports, terrorist activities, Government action, or other similar events beyond our control. Information required in the booking form proves to be inaccurate or outdated, particularly regarding medical problems and disability, in which case cancellation charges as laid out in clause 3 must be paid by the person concerned.
Except in the case of clause 13c above, if we have to cancel your holiday at any time, we are liable only for moneys you may have paid to us at the time of cancellation.
OUR LIABILITIES & RESPONSIBILITIES TO YOU
We accept responsibility for those arrangements for your holiday that are wholly within our control and therefore accept responsibility to clients for the negligence of our servants or agents, which includes our employees. However, we would draw your attention to the following circumstances which fall outside our direct control or where for some reason we are not prepared to accept liability:
We make every effort to ensure that the proper arrangements have been made for all holidays advertised in our brochures and that the suppliers of the services that you will enjoy during your holiday are efficient and reputable. However, we do not have direct control over the provision of services to you by those suppliers and do not accept any liability for any loss, however caused, arising from the actions or omissions of such suppliers of services or of their employees who are not our servants or agents.
Some hotel amenities (e.g. lifts, swimming pools) require servicing or cleaning and we cannot guarantee that they are always available. Other factors such as weather can affect the provision of entertainment, outdoor amenities and visits described in our brochure.
The published running times of services are estimated only and we will not be liable for any loss, however caused, arising form the delay or failure to operate in accordance with published timings.
Where we have complied with our responsibilities as set out above we will accept no liability in respect of:
Loss or damage to goods.
Loss, damage, delay or misdirection of baggage or effects.
IF YOU HAVE A COMPLAINT
Should you have cause to complain during your holiday, please bring the matter to the immediate attention of your courier who will do his/her best to remedy the problem on the spot. If you are dissatisfied, you must follow this up with a letter to the company within 28 days of return from your holiday. We will not accept liability for claims received after that date.
CARRIERS & INTERNATIONAL CONDITIONS
You are advised that no coach, air, rail or sea transport is owned by the company. Such transport is subject to national & international conditions which may limit or exclude liability. Your contract is subject to English Law and jurisprudence
RIGHTS OF REFUSAL
We must point out that we reserve the unconditional right to refuse a booking or to terminate a passenger’s holiday in the event of unreasonable conduct. Some of the gardens require a lot of walking and are unsuitable for wheelchair users or those who need aids to walking. We ask you to let us know of any disabilities you may have and reserve the right to refuse your booking if we feel that a particular tour is unsuitable.
FAILURE TO DISCLOSE INFORMATION
We reserve the right to cancel your holiday if the information given in your booking form is found to be inaccurate or misleading, particularly regarding disability or medical problems.
Travel insurance is mandatory for all passengers travelling on our holidays. You are responsible for arranging your own insurance for protection during the complete holiday, covering medical expenses, injury, death, repatriation, curtailment and cancellation. Advice for UK residents requiring assistance locating travel insurance is available from the Boxwood office.
We now ask all passengers on all tours to refrain from smoking whilst in the coach. This keeps the atmosphere and coach clean for all of our travellers to enjoy.
We would only change the prices listed in the brochure in exceptional circumstances. If the increase exceeds 5%, we will offer you the option to cancel your holiday with a full refund of all moneys paid, providing we are notified within 7 days of the surcharge.