TERMS & CONDITIONS

BOOKING CONDITIONS

Steamond Travel often act as retail agents on behalf of tour operators (ATOL holders), in these cases the tour operators’ conditions are imposed. When flight only & accommodation are booked on 2 invoices each are subject to the appropriate tour operators & Steamond’s terms & conditions

 

Our Service

Our aim is to provide your holiday as booked, but we have the right to cancel your holiday in any circumstances, prices may also change. If we cancel your holiday we will offer either a refund or another available holiday.

 

Changes to your holiday

We try not to make any change to your holiday, but in exceptional circumstances, we sometimes do need to make changes. We have the right to do this at any time. We will let you know about any important changes at the time of booking, or as soon as we can before your departure.

Flight times quoted are for guidance only and may change. Actual flight times will be shown on your tickets, which you should check carefully as soon as you receive them. We reserve the right to substitute a flight if necessary.

If you want to change any detail of your booking, we will do our best to help. We charge an “amendment fee” of £100 per person named on the booking and for each detail of the booking, which you change. The price of your new holiday arrangements will be based on the prices that apply on the day you ask for the change.

Your booking was made at the current ROE. With world exchange rate uncertainty, we are unable to guarantee prices with deposit only. At the time of balance payment – it may be necessary to levy a surcharge.

Suppliers

We will arrange for you to have the services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or by independent suppliers contracted by us. We have taken all reasonable care to make sure that all the services, which make up the holiday, are provided by efficient, safe and reputable businesses, and that they follow the local and national regulations of the country where they are Payment provided. We have no control over the way our suppliers provide their services.

 

Deposit

For our tailor made programmes the deposit required is 20% of the total holiday cost, per person.  However, most airline bookings require the full payment at the time of booking so that tickets can be issued.  Also some cruise companies and accommodation properties may require a higher non-refundable payment immediately when a booking is made, & the balance payments may be required to be made outside of our 12 weeks   These special booking conditions will be advised at the time of booking.

Balance must be paid 12 weeks before departure. If not, your holiday can be treated as cancelled, and cancellation charges apply.

SPECIAL NOTE:

Prices quoted are based on the current exchange rate. With the current situation with the World Exchange rates we can only guarantee this price if paid in full. With a deposit only we cannot guarantee prices & therefore when the balance payment is made, & there has been a fall in the $ to £ rate, a surcharge may need to be applied. If you would prefer to fix the price & pay in full the booking would then be 100% non-refundable & our regular terms & conditions re cancellation would not be valid.

 

Complaints

If you have a complaint about your holiday, please tell our local ground agent immediately. They have the power to deal fully with your complaint. It is always easier to sort things out on the spot, when our ground agents can

see and understand the exact nature of the problem. If they cannot sort things out, they will ask you to record details of the problem. You must also report the problem to the property / supplier of the service you are complaining about. If your complaint was not sorted out abroad, you must then follow it up by writing to the Customer Service Department at our office within 28 days of returning from your holiday. We do not have to look into complaints which we receive after the 28-day limit, or which you did not report to your local representative and to the supplier. We can refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive and affects other holidaymakers. If we do this, we will not be responsible for any extra costs, which you will have to pay.

 

Major changes to your holiday

If we have to make major changes to your holiday we will pay compensation on the scale shown. We will only make one payment for each person in the booking.

If we offer you accommodation of the same, similar, or higher rating in the same resort area – no compensation. If we offer you accommodation of a lower rating or in a different resort area – see the, attached scale. If a major change does become necessary, we will inform you as soon as it is reasonably possible if there is time before your departure.

COMPENSATION

The scale is based on how many days before your booked departure we tell you of a major change.

                  Number of days Scale for each person

                  0 – 7 £25 8 – 14 £20                15 – 28 £15      More than 28 days £0

If the change is not acceptable to you, you can cancel your booking without charge.

IMPORTANT NOTE: We will not pay compensation for changes made because of war or threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics or health risks, technical problems with transport, closed or congested airports or ports and similar events beyond our control.

 

Cancellation

If you want to cancel your booking or part of it, you must do so in writing. The letter/ email must be signed by the person who is booking the holiday. To cover the cost of processing your cancellation, we make a cancellation charge based on the scales shown. The person who booked the holiday is responsible for paying this charge. The size of the charge depends on when we receive your letter.

CANCELLATION CHARGES – These charges are based on how many weeks before your booked departure we receive your cancellation. These charges are a percentage of the total cost of your holiday, not including your insurance premium.

Number of weeks Amount you must pay:

                       More than 12 weeks Deposit and if applicable additional sum if taken at time of booking

                       0  – 12 weeks 100% of holiday cost or deposit if greater

If some but not all party members cancel, additional charges may be payable by the remaining members.

Please note in some circumstances 100% cancellation charges will apply from time of booking, this will be stated on your confirmation invoice.

WE STRONGLY ADVISE THAT YOU TAKE OUT APPROPRIATE TRAVEL INSURANCE AT THE TIME OF MAKING YOUR RESERVATION.