Agency Terms & Conditions
Except where otherwise specified, we, Travel Five O Limited, a company registered in England with company number 11303861 and registered office address of Yew Tree House, Lewes Road, Forest Row, United Kingdom, RH18 5AA act as an agent in respect of the booking we take and/or make on your behalf.
We accept no liability in relation to any contract you enter into or for any travel arrangements or other services you purchase (“Arrangements”) or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any arrangements. For all Arrangements, your contract will be with the supplier of the arrangements in question (the “Supplier/Principal”).
By making a booking with us, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:
1.read these Agency Terms & Conditions and agree to be bound by them;
3.is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;
4.accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. tour operator / airline / cruise company / accommodation company) of the Arrangements, as specified on your confirmation invoice. As agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the services provided by them. Your booking with us is subject to these Agency Terms and Conditions and the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s booking conditions may limit and/or exclude the Supplier/Principal’s liability to you. Please ask us for copies of these if you do not have them.
Once you have placed a booking with us, we will proceed to confirm that booking with the Supplier/Principal.
Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation on their behalf.
Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport.
In order to book your chosen Arrangements, you must pay a deposit / pre-payment / full payment as required by the Supplier/Principal of the Arrangements at the time of booking, along with applicable insurance premiums and booking fees.
If you have paid a deposit / pre-payment, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier/Principal who may cancel your booking and charge the cancellation fees set out in their booking conditions.
Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for Arrangements will be held on behalf of the Supplier/Principal, in our trust account, and forwarded on to the Supplier/Principal in accordance with our agreement with the Supplier/Principal.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen Arrangements at the time of booking.
Many Supplier/Principals require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your ability to make a claim.
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the Supplier/Principal, but we can’t guarantee that they will be met and we will have no liability to you if they are not.
7.Changes and Cancellations by you
Any cancellation or amendment request must be notified to us verbally, in the first instance, and then sent to us in writing, by email, and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests.
Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your Arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure).
In addition, you must pay us an administration fee for our work involved in processing the change or cancellation. We will notify you of the exact charges at the time of amendment or cancellation.
Please note: some Supplier/Principals do not allow changes to be made and therefore full cancellation charges will apply.
8.Changes and Cancellations by the Supplier/Principal
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.
9.Our Service Charges
In certain circumstances we apply a service charge for the agency service we provide, in addition to any charge levied by the Supplier/Principal. These charges will be advised to you prior to confirmation and are non-refundable in the event of cancellation.
10.Our Responsibility for your Booking
Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the Arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
11.Visa, Passport and Health Requirements
We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates.
You are responsible for ensuring that you travel with e-passports which remain valid for a minimum of 6 months at all times whilst travelling and have 2 clear pages remaining. Information on Visa & entry requirements and any additional documentation can be obtained by visiting the Foreign Office travel advice service or the Embassies or Consulates of the countries you are visiting.
A travel health programme should be discussed with a travel health professional as early as possible to ensure sufficient time to complete compulsory or recommended immunisation programmes. Information is available at travelhealthpro.org and fitforhealth.nhs.uk.
Neither we nor the Supplier/Principal not accept responsibility if you are prevented from travelling or incur any other losses because you have not complied with passports, visa & immigration requirements or recommended and compulsory health formalities.
Because the contract for your Arrangements is between you and the Supplier/Principal, any queries or concerns about your Arrangements should be addressed to them. If you have a problem with your Arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you. We will of course assist you with this, acing in our capacity as an agent, if you wish – please contact us if so.
If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.
Please note that we offer an Alternative Dispute Resolution service through our membership of the Travel Trust Association. If we are unable to agree a reasonable response or settlement to your claim, they offer an arbitration scheme. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The scheme does not apply where the claim exceeds £2,500 per person or £10,000 per booking, nor to claims arising solely or mainly in respect of physical injury or illness.
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
13.Delivery of documents
Documents (e.g. invoices, tickets, pre departure information) that you require will be delivered electronically (email) or sent to your by First class post.
14.Law and Jurisdiction
These Agency Terms & Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).
15.Final Travel Arrangements
You must ensure that all your travel, passport, visa and insurance documents are in order and that you arrive at the airport with sufficient time to complete all formalities and reach the departure gate on time. We recommend that use on line check facilities as soon as they are available as a way of ensuring you have re confirmed your flight.
16.Information, Accommodation Ratings and Standards
All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question are intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Arrangements or any other services please contact us.
All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
Except where otherwise expressly stated in these Agency Booking Conditions neither we nor the applicable Supplier/Principal will be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our, the Supplier/Principal or their supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
Brexit Implications: please note that certain Arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control and outside the control of the Supplier/Principal, we and they would treat any such changes as Force Majeure.
Package holidays and ATOL protected flight only bookings where we act as an agent will be financially protected under the ATOL of the package organiser or the flight provider. You will receive an ATOL certificate listing what is protected, where you can get information on what this means for you and who in the unlikely event of the insolvency of the package organiser.
Where we sell a single service as an agent, we provide full financial protection for your booking by way of a Trust Account, provided as part of our membership of the Travel Trust Association (TTA) (Crown Square, Woking, Surrey, GU21 6HR; Tel: 01483 545 780, TTA Number: Q73002) who will protect you in the unlikely event of our insolvency.
travel five o – find your place in the world
Holiday on and off the grid with travel five o. Friendly travel professionals with exceptional travel knowhow. You can expect excellent service, value for money and everything to be as it should be.
We are in the heart of the Ashdown Forest, close to Forest Row, East Grinstead and a stone’s throw from Tunbridge Wells. Call us if you would like to visit: 01342 395550