Please read the following booking conditions carefully as they set out the Terms and Conditions of the contract between you and Adored Holidays as a part of 360 Travel Group Limited (ATOL Number 12046). These Terms & Conditions are applicable for all bookings with Adored Holidays as a part of 360 Travel Group Limited. Proceeding with a booking entails the acceptance of our terms and conditions for you and all the persons named in your booking without the need of a signed contract agreement. A contract will exist as soon as we take a deposit (or full payment, as applicable) and issue a confirmation invoice.
The following terms and additional information (“Terms”) are supplementary to and do not replace (unless where states) Adored Holidays Booking Conditions. Where you make a booking with us, these Terms and the main Booking Conditions form the basis of your contract with Adored Holidays, a company registered at 7 Cumbrian House, 217 Marsh Wall, London, E14 9FJ
When you make your booking you will be asked to pay a deposit, we will notify you of the deposit amount at the time of booking and in some cases, you will be asked for full payment but will be advised at the time of booking. In most circumstances, the balance of your holiday will be due 10 weeks before your departure date and no tickets will be issued until this time, provided you have paid the full balance. However, some of our suppliers do require part or full payment at earlier dates and we will let you know where this is the case and the deadlines for payment.
A binding contract will exist between you and us as soon as we take a deposit or full payment and issue a confirmation invoice.
Due to the ongoing Covid-19 global crisis, we acknowledge 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:
a) Prior to departure, you have been diagnosed with Covid-19 before departure and are no longer able to travel. Where this happens within 14 days of your departure date (or otherwise prevents you from departing on the planned departure date), you must contact us and we will offer you the option of postponing your holiday to a later date. We will do our best to amend/postpone the date of your holiday free of charge but this amendment will be subject to any additional charges of which we will notify you. You will also have the option a credit note, or cancelling your holiday in which case we will impose our standard cancellation charges in Clauses 15 of our Booking Conditions.
b) Prior to departure, you have been in contact with someone that has been diagnosed with COVID-19 (or they otherwise suspect they may have Covid-19) and are required to self-isolate. Where this happens within 14 days of your departure date (or otherwise prevents you from departing on the planned departure date), you must contact us and we will offer you the option of postponing your holiday to a later date. We will do our best to amend/postpone the date of your holiday free of charge but this amendment will be subject to any additional charges of which we will notify you. You will also have the option a credit note or cancelling your holiday in which case we will impose our standard cancellation charges in Clauses 15 of our Booking Conditions.
c) Prior to departure, you live in a place that has imposed local or national lockdown restrictions and you can longer travel;
d) Prior to departure, the government of your country of origin impose quarantine requirements upon your return from your destination. To keep up to date with quarantine requirements that may apply on your return to the UK, please visit https://www.gov.uk/guidance/coronavirus-covid-19-travel-corridors.
e) After your departure date, you have been diagnosed during your holiday or have otherwise been in contact with someone who has been diagnosed with Covid-19 (or they otherwise suspect they may have Covid-19) and you are now required to self-isolate. Please notify us without delay and we will provide such reasonable assistance as we can in the circumstances but will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, addition accommodation required, or any other associated costs incurred by you. We strongly suggest you take out an insurance policy that will cover you for these costs.
f) 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, enter to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday. In these circumstances, we cannot refund the cost of any travel arrangements you have not used.
If you are forced to cancel due to any of the above circumstances, subject to any other options we have offered, you will have to pay the cancellation charges set out in Clauses 15 of our Booking Conditions. We strongly suggest you take out an insurance policy so you can recover these costs.
There are certain circumstances where you are entitled to cancel your booking with us at any time before departure and receive a full refund, these are:
a) If the Foreign, Commonwealth and Development Office advises against all travel to your destination; and
b) We are unable to perform a significant part of your Package or your single service booking due forced closure and/or cancellation of the travel services booked. Please see Clause 7 in our Booking Conditions for more information on this.
All cancellations must be notified to us in writing. The right to cancel in the above circumstances will arise until 14 days before your scheduled arrival date (and only applies if the relevant restrictions are still in place at the time of cancellation). Notification of cancelled will be effective from the date on which we receive it.
In response to the Covid-19 global crises, each destination has implemented their own health and safety measures and precautions in an attempt to combat the spread of the disease. Specific regions and resorts have also introduced their own health and safety measures in line with government advice (local or national), depending on their capacity and ability to take certain precautions. It is your responsibility make yourself aware of the measures that are in place at the travel destination, as well as the resort/other accommodation you have booked. Measures may also vary for each activity, tour and other excursions you have booked.
Certain measures may be mandatory and it is essential you and any members of your party comply with and respect any local and national health and safety measures throughout the duration of your stay as you could face penalties for failing to do so. Such measures may include, but are not limited to, social distancing, the use of facemasks both indoors and/or outdoors by staff and customers, a maximum number of households in accommodation and/or certain other facilities, changes to entertainment options or food/drink availability and restrictions on the use of certain facilities. We will not be liable for any costs, fees or charges you incur from your failure to comply with any mandatory requirements or measures.
Where possible, we will make you aware in advance of any mandatory or advised measures that are in place at your travel destination and/or in place at any of the services that make up your booking. However, it is your responsibility to check the measures and precautions that are in place at your travel destination and ensure you are checking these regularly before your departure date. For further information, please visit https://www.gov.uk/foreign-travel-advice and search for the country you are planning to travel to.
It is your responsibility to check the entry requirements for the travel destination(s), as many countries have introduced new and additional entry requirements because of Covid-19.
Most airports require you to undergo a temperature check as well as a visual health check before you check in for your flight and/or again before you board your plane. Depending on your travel destination, or the country you are travelling from, you may be required to complete and present additional travel documentation before you travel detailing any destination you have travelled through/visited in the 14 days preceding your departure date, whether you have been in contact with anyone with Covid-19 in the 14 days preceding your departure and your Covid-19 history. You may also be required to present a negative PCR test before you are able to enter the country and will be responsible for the cost of this test. If you fail to complete the above when required, or if you fail any health check, you will be denied boarding and entry to the country you were travelling to. We do not accept responsibility if you cannot travel and are not liable for any costs, fees or charges you incur if you have not complied with the requirements or if you fail any health check.
To allow for international travel, countries are now introducing further measures that you will need to comply with after you have entered the country. Such measures include the requirement undergo a second PCR test several days after the first accepted negative test result and you will be required to quarantine at your accommodation at your own expense until the result of that second is negative. If the result of the second test is positive, you will be subject to further quarantine at your accommodation at your expense. Please note that all PCR tests will be at the cost of the customer and we will not be liable for any costs, fees or charges you incur if you are required to undergo additional tests or pay for additional accommodation.
These entry requirements will differ for each country and may change before your departure date. Therefore, it is important that you keep up to date with the entry requirements and further requirements that are in place for your travel destination.
Where possible, we will make you aware in advance of any mandatory or advised measures that are in place at your travel destination, as well as measures that your airline implements and any entry requirements you should be aware of when you arrive at your destination. We will attempt to notify you without delay if any of the entry requirements change before your departure date but it is your responsibility to make yourself aware of the above and regularly check for the most up to date information up until the point of your departure. For further information on entry requirements, please visit https://www.gov.uk/foreign-travel-advice and search for the country you are planning to travel to.
It is a condition of your contract with us that you have adequate travel insurance in place. Your insurance policy must include provisions relating to Covid-19, covering you and members of your party for situations including but not limited to, where you have been diagnosed with Covid-19 before your departure date, where you have been in contact with someone that has been diagnosed with Covid-19 and are required to self-isolate. It must also cover you for Covid-19 related circumstances during your holiday, for example, where you have been diagnosed or have been in contact with someone who has been diagnosed with Covid-19 during your holiday. In these circumstances, your policy should cover you for repatriation where necessary, emergency medical expenses abroad and additional costs of accommodation and/or transport if you need to self-isolate and extend your stay. Please ensure that your insurance policy covers repatriation for you and all members of your party if it is a group policy, otherwise each individual person will need their own travel insurance policy to cover for repatriation as we will not be liable for any additional costs, fees or charges incurred by you or any member of your party in booking additional transport, including flights.
Please be aware that many insurance policies may be void in full or in part if you choose to travel contrary to Foreign, Commonwealth and Development Office (FCDO) advice and that some policies may exclude cover for certain Covid-19 related risks or events, e.g. border closure or repatriation related to FCDO advice against travel and/or the requirement to quarantine upon your arrival into your country of origin. You should check the FCDO advice regularly in relation to your travel destination(s) and you can sign up to receive FCDO email alerts about updates by visiting https://www.gov.uk/foreign-travel-advice/email-signup.
On receipt of your deposit (or full payment if applicable) we will email you a confirmation invoice with details of your arrangements. The price shown on the confirmation invoice can only be guaranteed once full payment is received (please see Clause 2, ‘Pricing Policy’ below). If you obtain a quote from us for a booking, but do not book it at that time, please note that the price may increase at any time before you book. A telephone booking confirmation made by you is as firmly confirmed as if it were made/confirmed by you in writing at that time.
All fares and other information are subject to availability. Once a confirmation invoice has been issued the price shown on that invoice may only vary as outlined in this clause or if you amend your booking. Whilst every effort is made to avoid surcharges, we reserve the right to pass on any cost increases imposed by suppliers. No surcharge will ever be passed on for air tickets after we have received full payment in cleared funds and tickets have been issued.
As all flight operators, including both scheduled and chartered services, reserve the right to increase prices at any time, the price shown on the confirmation invoice can only be guaranteed once full payment is received from you. The payment of only a deposit does not guarantee your seat or the price.
Prices may be changed to reflect government action (e.g. the imposition of VAT, Airport Taxes, Air Passenger Duty or Local Taxes), an increase in transportation costs (e.g. airfares and the cost of fuel or fees payable for services (e.g. landing taxes or embarkation/disembarkation fees at ports and airports) or to reflect fluctuations in exchange rates. Our price guarantee cannot cover increases due to any of the above.
Pricing Errors: Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavour to notify you or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
No booking will be confirmed unless the required deposit (or full amount if applicable) has been received by us. Please see Clause 2, ‘Pricing Policy’ above for full details. Deposits are non-refundable.
In addition, late payments will be subject to a Late Payment Fee surcharge of £25.00 per booking. Please note that prices can go up and your booking price can only be guaranteed if paid in full. We therefore recommend that you pay in full if you wish to guarantee the price of your holiday.
The simplest and most efficient way to pay us all or part of your balance is by bank transfer; our account details can be found on your booking confirmation invoice.
If payment for your booking is made by a corporate credit or debit card an administration charge may be payable. Please be aware we no longer have the facility to accept AMEX or other charge cards.
We reserve the right to refuse personal cheques as a method of payment. On those occasions when a personal cheque has been accepted as a form of payment, please note that we need to receive the cheque a minimum of 5 working days before your balance due date for the cheque to clear.
If we are obliged to make any minor change in the arrangements for your holiday we will inform you as soon as possible.
If before you depart we have to make any major change to your holiday arrangements e.g. changes of departure time of more than 12 hours, change of airport (but excluding changes between airports in the London region, aircraft type or airline) it will only be because we are forced to do so by circumstances usually beyond our control. In such an unlikely event we will inform you immediately and our objective will be to minimise your inconvenience. We will whenever possible offer you alternative arrangements as close as possible to your original choice. You will then have a choice of accepting, taking another available holiday of similar price or cancelling. Should you choose to cancel as a result of these circumstances you will be reimbursed all monies paid to us.
Please be aware that some suppliers, such as carriers, impose cancellation fees and apply restrictions which are not within our control and for which we cannot be held liable. In these situations the term “force majeure” may be applied. Force majeure means unusual and unforeseeable circumstances beyond the control of the travel agent or other suppliers of services, the consequences of which could not have been avoided even if all due care had been exercised or an event which we or the supplier of services, even with all due care, could not have foreseen or forestalled. This includes Acts of God, natural disasters, adverse weather conditions, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, riots, acts of war, civil commotion, exercise of legislative, municipal, military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service supplier connected with a holiday, fraud perpetrated against us or any other reason beyond our control. In these circumstances we cannot pay any compensation, reimburse expenses, or cover losses for any amount. Nor can we otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your package after departure or if we, or our suppliers, cannot supply your package as we, or they, had agreed or if you suffer any loss or damage of any description.
Some of our holidays are based on a minimum number of participants and in the unlikely event that these numbers are not reached we reserve the right to cancel the trip and refund all payments made. Prices are subject to increase if the group size is reduced.
Details of airlines, flight numbers/schedules and destination airports will be shown on your confirmation invoice. We regret we are unable to guarantee specific aircraft types or airline. A flight described as ‘direct’ will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. We are not liable if there is any change to a departure/arrival time previously given to you or shown on your ticket. It is for this reason that all clients are required to reconfirm their flights with the airline 24 hours prior to departure.
We strongly recommend that you take out adequate travel insurance. We recommend that you read the terms of your travel insurance to satisfy yourself as to the fitness of cover.
When you make a booking you guarantee that, as the lead name, you have the authority to accept and do accept, on behalf of your party, the terms of these booking conditions and those of any suppliers. The person making the booking becomes responsible for the payment of the total price of the arrangements for all passengers shown on the confirmation invoice. It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies immediately.
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. These fees can vary greatly and you will be advised of them at the time changes are made. Changes must be confirmed to us in writing. From time to time we are required to collect additional taxes. You will be informed of any additional taxes prior to ticket issue.
Any alterations made by you will be treated as a cancellation and rebooking and the cancellation charges set out in paragraph 15 below will be payable. All prices quoted are per person.
Should you or any member of your party be forced to cancel your holiday, we must be notified, in writing, by the person who made the booking and who is therefore responsible for the payment of the cancellation charges.
The following scale shows the minimum charges that will be applied, based on the day the written cancellation is received and whether documents have been issued. In certain cases cancellation charges, if incurred involuntarily, will be covered by your travel insurance. We therefore strongly recommend that you arrange travel insurance for your trip either at the time of booking or beforehand. Cancellation charges are calculated from the date we receive the written notice of cancellation. The amount of the cancellation charge is shown below as a percentage (%) of the total holiday cost.
For Holidays inclusive bookings
70 days prior to departure…………………Loss of Deposit (non-refundable)
69-00 days prior to departure………………100%
After ticket issue: Cancellation will result in the loss of 100% of the total cost of all travel arrangements in most cases. Please consult your travel reservation consultant. Charter flights carry 100% cancellation fee both before and after ticket issue.
Our general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge an administration fee should you make a request for any documents to be sent as hard copies in the post. The delivery address for all documentation will be that given at the time of booking. Vouchers will be emailed/faxed/posted to you direct. Please note that it is your responsibility to ensure receipt/collection of all travel documents.
It is your responsibility to ensure that you and all those travelling with you fulfil the passport, visa and other immigration requirements applicable to your trip. It can often take some time to obtain a passport or visa therefore you should apply well in advance. In peak periods it is advisable to allow at least 6 weeks. Passport and visa regulations and health requirements can change at any time and we therefore recommend that you check these with the relevant Embassy, High Commission or Consulate of the countries you intend to visit. Up to date information can also be found at the UK Foreign and Commonwealth Office website at http://www.fco.gov.uk. As a precaution, we recommend that your passport is valid for at least 6 months prior to your departure date. We do not accept any responsibility if you or any member of your party are unable to travel due to not complying with any such requirements.
For up to date UK Government health travel advice for the countries you intend to visit (including passport and visa requirements), please refer to the advice posted by the Foreign and Commonwealth Office. Their website can be found at http://www.fco.gov.uk. Please note that vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged the necessary vaccinations for your itinerary.
Most hotels and resorts will ask guests to pay a refundable deposit at the beginning of their stay. The amount of the deposit can vary from one establishment to another and will be taken either as cash or from a debit or credit card.
Descriptions of accommodation, facilities and services we provide are based on information obtained from our suppliers. Outside of peak season it is common for some facilities and services to be less widely available. Sometimes the facilities described may be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible. Some activities or facilities, for example water sports, may not be available all year round. There may be a charge for some facilities, for example safety deposit boxes, sun-loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate guests, so please bear this in mind when choosing your destination and accommodation.
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
If you have a complaint whilst you are on holiday, you must inform the relevant supplier (for example our local representative, your hotel or tour operator) immediately. They will do their best to put things right. Should they be unable to resolve the matter locally, please contact Adored Holidays on telephone number 020 7183 4464 or email firstname.lastname@example.org. It is unreasonable to say nothing or to take no action whilst you are on holiday, but then to write a letter of complaint when you return.
It is strongly recommended that you communicate any complaint to the supplier (i.e. Hotelier) as well as to us (Adored Holidays) without delay and complete a report form whilst in resort detailing the incident. If your complaint has not been resolved locally, or if you wish to complain when you return home, you must do so within 4 weeks of your return date by emailing or writing to us at the address on your invoice, giving your booking reference and all other relevant information. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
Should you become ill or have an injury whilst on holiday, you must report this to the relevant supplier (Hotelier) and to us via email or telephone immediately to ensure that appropriate assistance can be provided. You must also consult a local doctor and make arrangements to visit your GP when you return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.
You must not act in a fraudulent manner regarding any reported illnesses. You, any member of your party, or any person acting for you must not make false or exaggerated claims. If you, any member of your party, or anyone acting for you makes a claim knowing any part of it to be false or exaggerated, details will be passed to the relevant authorities and we shall seek to recover any payments made to you in connection with the associated claim.
Due to new developments, particularly in UAE there is a large amount of construction work taking place which may be in the vicinity of or visible from your hotel. This may result in certain services or facilities being unavailable. There may be minor refurbishment and maintenance being carried out at properties and most of these won’t affect your holiday adversely. When possible, we will let you know of these in advance and provide you with alternative options. We regret that we have no control over the construction works at or around the destination that you book and cannot accept liability if the enjoyment of your holiday is adversely affected.
You accept responsibility to ensure that you & the members of your party do not behave in a way which causes offence to others or risks any loss or damage to property belonging to others. Payments for any such damage or loss must be made at the time direct to the accommodation owner or manager or other supplier. You 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 are committed to protecting your privacy and information. The information that we use is for the purpose of fulfilling our contract as a travel agent. Information that you provide will be held on our computers (and in other ways) for use by us for the following purposes:
(i) Booking Information;
(ii) Information about you (and your travelling party) may be passed to holiday providers;
(iii) Information supplied by you may in certain instances be disclosed to other parties for the purpose of fraud prevention and/or debt collection;
A copy of your personal information held by us can be provided on request. You have the right to have any inaccurate personal information rectified or erased. Please note that airlines are required by laws introduced in some countries to give border control agencies access to passenger data. Accordingly any information we hold about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country in your itinerary. Due to Data Protection we can only discuss matters relating to your booking with the person making the booking or any other person specified in the booking agreement.
By proceeding with your booking, you are accepting that the terms of this Agreement and conditions of any contract made with any suppliers (e.g. hotels) apply to your booking and your travel arrangements.
Legal Jurisdiction: We accept the jurisdiction of the courts in the part of the UK in which the client is domiciled. For clients not domiciled in the UK, the courts of England and Wales shall have sole jurisdiction.
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