Booking Terms & Conditions
The following represent our standard business terms. They set out our obligations to you in the event that you book one of our holidays, as well as your rights and commitments. They do not affect your statutory rights.
1. About Us
Richmond Travel International Limited is a company registered in England number 8980492 based at 17 Burton Road, Poole, Dorset, BH13 6DT and whose registered office is the same. All bookings are subject to these conditions and the information set out here.
2. Your Contract with Richmond Travel:
Your contract is with us. You must be at least 18 years old to make a booking with Richmond Travel.
With bookings for more than one person, the person who makes the booking (the ‘party leader') in accordance with (3) below accepts responsibility for making all payments to us for all members of the party. All information and documents will be sent to the party leader who will be responsible for keeping the other members of the party fully informed.
Your contract will come into effect when we send you written confirmation accepting your booking. There is then a binding agreement between us. It is important that you read the written confirmation carefully and raise any queries immediately. Your booking confirmation and other holiday documentation constitute a legal contract and must be kept safely. The contract between us is governed by English Law and any dispute between us will be dealt with under the non-exclusive jurisdiction of the English courts.
3. Making a Booking
Bookings can be made by phone, post or email. All bookings are subject to our Terms and Conditions.
4. Deposits and Terms of Payment
At the time of making a booking you should arrange to pay us an initial deposit:
- £100 per person for a 1-7 nights holiday
- £150 per person for a 8+ night holiday
- £250 per person for a 7 night package holiday (A package holiday includes accommodation, flights and transfers)
- £300 per person for a holiday 8+ night package holiday (A package holiday includes accommodation, flights and transfers)
No deposits are required for infants under 2 years old. The balance of your payment should reach us no less than 10 weeks before departure. If you book within 10 weeks of departure, full payment should be made at the time of making the booking.
Any money paid by a member of a party to his party leader in respect of a Richmond Travel is held by the party leader on behalf of the party member until such time as the company receives the money.
Please Note: Your booking may be cancelled if you fail to make payment on time, and you would then owe us the cancellation charges detailed in section 7 below.
Credit & Debit Card Payments: From 1st March 2016, we have removed the processing charge for credit cards. Debit cards, as before, carry no charge. Unfortunatley we do not take AMEX card payments.
Bank Transfers: Sort Code 50-41-01, Account Number 46024042 please use you booking number and Surname as the reference.
The prices we advertise are accurate as of the date published. We reserve the right to change any of these from time to time to reflect changes in:
- Exchange rates
- Transport and Fuel costs
- Airport taxes
- Dues, taxes, and other fees such as Government imposed tourist taxes
We undertake not to apply any change within 30 days of the start of your holiday and to absorb the first two per cent of any such increase.
In the event that the increase exceeds ten per cent of your original invoice value, then you have the option to cancel your booking for a full refund of all monies paid. Should you decide to cancel under these circumstances then you must notify Richmond Travel within 14 days of the date of the amended invoice.
6. Changes by You
You may add extra members to your party at any time, providing that you have first checked with us that we are able and willing to accept the additional member(s) to your group. You will be required to send us a deposit equivalent to that already paid by other party members. Other than for a change in departure date or duration which would count as a cancellation, if you wish to change your booking in some other way after we have issued you with a written confirmation we will do our best to make the change/s, but we are under no obligation to do so. Where we can accommodate your change/s, an additional charge of £50 per change will be applied. All changes that you wish to make must be notified to us in writing by the party leader.
7. Cancellation by You
If any member of your party cancels, you may replace him with a new member upon giving us reasonable written notice and obtaining our prior consent. You will be required to pay an amendment fee of £50. If you are unable to find a replacement satisfactory to us, the cancellation charges below will apply. These cancellation charges are expressed in the table below as a percentage of the total holiday cost. All cancellations must be notified to us in writing by the party leader and charges apply from the date that this notification is received at our offices (not the date of your letter or the date that you post it). If you do wish to replace a cancelled party member, please notify us as soon as possible. In any event we require notice at least 21 days before departure.
Period before scheduled departure within which notification is received
Cancellation charge as a percentage of the holiday cost
After payment of deposit
70-35 days before departure
34-15 days before departure
14-8 days before departure
7 days-departure day
In certain cases your cancellation losses may be covered by travel insurance.
8. Changes by Us
We reserve the right to make changes to your accommodation, flights or transfers or withdraw certain facilities.
9. Cancellation by Us
There are occasions when it becomes impossible to provide the accommodation, flights and/or transfers that you booked and it is therefore necessary to cancel it completely. Such situations do not occur very often, but we reserve the right to do so at our discretion. If this does occur you will be offered an alternative, if available, or a full refund of all money paid to us.
10. Special Requests
We are unable to accept conditional bookings. You are quite welcome to make special requests but we cannot guarantee that they will be fulfilled. If you have any special requests or requirements we will do our best to pass details on to the appropriate persons, provided that they are clearly noted on your booking form at the time that your booking is made. We must point out that failure to fulfil a special request cannot be considered as a breach of contract on our behalf.
11. Excursions and Other Activities
A range of excursions and other activities can be booked at the resort. Some activities are provided without charge and will be the subject of a separate contract. Availability may vary according to demand and other circumstances. We cannot guarantee that any particular excursion or activity will be offered for any given booking. We may also refuse at our absolute discretion to accept a guest on an excursion or activity. Richmond Travel does not accept liability for any excursions booked with external providers.
If the behaviour of any member of any party is considered likely to cause offence, danger, damage or distress to others, we reserve the right at all times to cancel or terminate the contract. If this situation arises, we have no responsibility for the person whose contract has been terminated and will not cover any expenses which may be incurred on the part of the party to return home. We also reserve the right to impose cancellation fees pursuant to Section 7.
13. Problems While Abroad
We do everything possible to ensure that your arrangements run smoothly; however if any sort of problem arises you should report it as quickly as possible to our representative in resort so that efforts can be made to rectify matters to your satisfaction. Many problems can be resolved on the spot, but if for some reason our representative is unable to resolve matters, the party leader should write to us within 28 days of return from the holiday, explaining the problem fully.
If you have a complaint about your arrangements which is not reported to our representative, it may affect your rights under this contract.
14. Brochure Descriptions
The descriptions on this website and in our brochure are based on our experience and knowledge gained from regular visits to the resorts, as well as from information supplied by others. However, circumstances can change, and we reserve the right to change any brochure particulars before you book. In addition, because our brochure is produced up to 13 months in advance and because the arrangements we feature are not under our direct control, it is possible that advertised features may not be available. For example certain facilities and services may be reduced or withdrawn in low season or due to poor weather, local holidays or industrial action. If the weather is cold, swimming pools may not be warm.
Photographs have been chosen to depict our resorts, destinations and accommodation as accurately as possible. Photographs of a more general nature however have not necessarily been taken at the resorts or destinations featured in this brochure.
Please note that the standards of plumbing, hygiene and local services may not be comparable with those found in the UK. Local laws and regulations may differ from those in the UK, including, for example, insurance requirements and minimum ages for drivers.
Photographs and videos of guests enjoying a Richmond holiday both provide wonderful memories and are also the most effective way of promoting the uniqueness of the Richmond holiday. It is a condition of booking with Richmond that any photographs or videos taken during a Richmond holiday by guests or staff may be used in future publicity - whether brochures, leaflets, DVDs or on the website - or included in the photos we put on Flikr (a public online photo gallery) at the end of each week’s holiday. If you require that any photographs of you or your children may not be so used then please notify Richmond’s UK office in writing and ensure that you inform the Richmond Resort Manager on arrival.
16. Our Liability to You
We do not accept responsibility for any loss or damage to persons or property. We will only accept responsibility for personal injury where it is caused by our negligence.
17. Documents and Inoculations
It is your responsibility to obtain any necessary inoculations before you travel, and to have the correct documentation with you for the holiday you have booked when you travel. This includes valid passports, visas, tickets, insurance documents. All our destinations require a full 10 year passport.
Insurance is extremely important and we consider it essential that all travellers have a suitable policy. We can recommend a suitable policy for most likely eventualities.
19. Travel Delays and Flights
Flight times are provided by airlines and are subject to change because of such matters as air traffic control restrictions, weather conditions and technical problems. Flight timings are therefore estimates only and cannot be guaranteed. We will not be liable if a flight is delayed. In the event of a delay, airlines generally provide such refreshments, meals and accommodation as they deem appropriate. Where it is able to do so, we will use our best endeavours to ensure that appropriate arrangements are made. In addition, you may be entitled to claim under the flight delay section of our recommended travel insurance policy. As between you and any individual airlines, the airline’s standard conditions of carriage will apply. These may limit or exclude liability in accordance with relevant international Conventions. Copies of these Conventions are available from us on request.
Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier’s actions. If, for any reason, you do not claim against the carrier and make a claim for compensation from us, we will not consider your claim until such time as you have made a complete assignment to us of any rights you have against the carrier.
We have no control over how much leg room (seat pitch) airlines allow on their aircraft. No guarantee can be given as to a particular seat configuration on board as aircraft types vary. However, these seat pitches are standard throughout the airline industry and comply with current Civil Aviation Authority guidelines.
20. Force Majeure
Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover any losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your holiday after booking, or we, or our suppliers, cannot supply your holiday, as we, or they, had agreed, or you suffer any loss or damage of any description. When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not forsee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited too, war, threat of war, airport closure, epidemic, natural or nuclear disaster, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened), change to Foreign Office advice to advise against travel to a destination and significant building work going on outside of your accommodation (such as resort development).
21. Consumer Protection
Your Financial Protection
Your holiday is 100% financially protected by the TTA (Travel Trust Association). Your money remains in the Trust Account and is supervised by an appointed Trustee. In addition to being held in trust, you also have a financial guarantee from the Travel Trust Association. Therefore, the Trust Account plus the guarantee will ensure that all the money which you have paid is safely protected and available to reimburse the money paid in the unlikely event of our insolvency. For further information please visit the TTA website: www.traveltrust.co.uk
Our air holidays and flights are also ATOL Protected. The certificates are produced by the ATOL holder Richmond Travel International Limited, under the ATOL Number T7533. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk.
Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on the website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/atolcertificate.
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.
INFORMATION ABOUT YOU
We will update your information whenever we get the opportunity to keep it current, accurate and complete.
Our Use of Your Information
(1) For the purpose of providing you with our services, including your flight, holiday or insurance, etc., we may disclose your information to our service providers (who could be located outside the UK/EEA). In order for you to travel overseas, it may be mandatory (as requested government authorities at the point(s) of departure and/or destination) to disclose your information for immigration, security and anti-terrorism purposes, or any other purposes which they determine appropriate. Even if not mandatory, we may exercise our discretion to assist where appropriate.
(2) We may collect and use your information for the purposes set out in our registration with the Office of the Information Commissioner, and disclose the same to our “group companies” (some of whom are outside the UK/EEA) for business purposes. We may also disclose your information to companies who act as “data processors” on our behalf, or to our service providers operating systems or business functions on our behalf, some of whom are outside the UK/EEA. These purposes include administration, providing services (and contacting you where necessary), customer care, improving our service, business management and operation, re-organisation/structuring/sale of our business (or our group companies), risk assessment, security and crime prevention/detection, research and analysis, marketing, monitoring, measuring and assessing customer purchasing preferences and trends, dispute resolution, credit checking and debt collection.
(3) Some of your information (such as health or religion) may be considered “sensitive personal data” under the Data Protection Act 1998. We collect it to cater to your needs or act in your interest, and we are only prepared to accept sensitive personal data from you on the condition that we have your positive consent. By booking with us you also agree for your insurers, their agents and medical staff to disclose relevant information (which may contain sensitive personal data) to us in circumstances where we need to act in the interest of everyone in the group you are travelling with. For example, if your illness at resort is infectious we may need to make special arrangements for you and also ensure that you do not return with the group immediately.
If you do not agree to Our Use of Your Information above, we cannot do business with you or accept your booking.
Direct Marketing Material
(1) We may from time to time contact you with information on offers of goods and services, brochures, new products, forthcoming events or competitions from our holiday divisions and our holiday group companies. Please note that our website will assume you agree to e-communications when you make a booking.
(2) You may indicate your preference regarding receiving third party direct marketing material.
(3) If do not wish to receive such information or would like to change your preference, please refer to point (2) of “Your Rights” below.
(1) You have the right to ask in writing for a copy of the information we hold about you (for which we may charge a fee) and to correct any inaccuracies in your information.
(2) You have the right to ask in writing not to receive direct marketing material about our products and services. If the following facilities are available, you can amend your previous preference on our website(s), using our “unsubscribe e-mail” or in literature which you subsequently return to us. Once properly notified by you, we will take steps to stop using your information in this way.
(3) If you would like a list of our group companies or brands, please send us your request.
Outside the European Economic Area (EEA), note that controls on data protection in such countries may not be as strong as the legal requirements in this country.
We have taken all reasonable steps to have in place appropriate security measures to protect your information.
CHANGES TO THIS POLICY
Any changes to this Policy will be either posted on our website, brochure and/or made available on request.