Booking Terms and Conditions
With Whom You Are Booking
Your contract is with Venatour Ltd of registered office: 2nd Floor, Nucleus House, 2 Lower Mortlake Rd, Richmond, TW9 2JA. Registered number 07916573.
Please Note: Adequate and valid travel insurance is compulsory for all bookings made with Venatour Limited and it is a condition of us accepting your booking that you will have obtained adequate and valid travel insurance for your tour by the date of departure.
Your Financial Security
We will provide you with financial protection for any ATOL protected air package or flight that you buy from us by way of our Air Travel Organiser’s Licence number 10727 administered by the Civil Aviation Authority (‘CAA’). When you buy an ATOL protected air package or flight from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are 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).
When you buy an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time by the agent, or subsequently accepted from you by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
When you buy arrangements other than an ATOL protected flight or flight inclusive holiday, all money accepted from you by an agent acting as our agent is held by that agent on our behalf at all times.
ATOL protection does not apply to all holiday and travel services we provide. 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 further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
What Do I Get for My Money?
The estimate you have received clearly states what is included and what additional costs are your responsibility. Further clarification of what you are receiving for your money can be obtained from us.
Will My Price Increase?
We reserve the right to alter the prices of any of the holidays that we quote you prior to a contract being formed. All estimates are subject to availability and you will be advised of the current price of the booking upon receipt of the booking form and when flights are confirmed. We reserve the right to alter the prices of any of the holidays that we quote you prior to a contract being formed. All estimates are subject to availability and you will be advised of the current price of the booking upon receipt of the booking form and when flights are confirmed. When you make a booking enquiry more than a year before the planned departure date, the price of the flights will be estimated and cannot be confirmed until the airline releases the flight availability, details and times, normally around 11 months prior to departure.
Once the airline has released the flight details you will receive an updated invoice that clearly sets out the updated price and if there has been any increase it will set out the reason. It is extremely unusual for airlines and other carriers to increase tariffs once details have been confirmed except in exceptional circumstances. If your tour requires a minimum number of participants in order to sustain a price, this will be clearly stated on our printed details. Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked.
However, there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will be entitled to cancel your holiday with a full refund of all monies paid with the exception of any monies paid to us in respect of insurance premiums and amendment charges.
The UK government has announced their intention to replace Air Passenger Duty, which is payable by all passengers on flights departing from UK airports, with a new Emissions Tax, known as Aviation Duty. At this time, we are not aware of the final details of the new Duty, and prices have therefore been calculated as if Air Passenger Duty continues to be in effect. In the event that our costs increase as a result of the change, we reserve the right to adjust the prices shown to reflect those changes in costs.
Billet accommodation is provided by host families free of charge, or for a nominal fee, to the organisation that they are affiliated to and therefore we have no control over the local organisation of your billets accommodation; therefore neither we, nor our local agents, can be financially responsible for the failure to secure, the withdrawal of, or any alteration to billets associated with your booking.
This will include any experience failure, withdrawal or alteration. We will undertake to provide the most cost effective, suitable, alternative accommodation on a bed and breakfast basis at the time and pass the cost to you in full.
Where any policy issues difference arise due to the school or local education authorities making changes to their standards which has an effect on your requirements, either prior to booking or once the tour has been confirmed, and this then results in a group not wishing to take up the Billet accommodation, which we have sourced on our policy terms, any additional costs such as for replacement accommodation and meals will be passed on to the group as per our booking terms and conditions.
We have made best efforts regarding Safeguarding Billets but cannot make Guarantees in this matter due to the nature of this method of accommodation.
What If We Make Changes?
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your group leader of them at the earliest possible date.
If we make a significant change to your holiday, e.g. alter your departure date by more than 12 hours, we will inform you or your group leader as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements and the contract between us will be varied to incorporate the change; or accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value); or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of Force Majeure (as defined below), or where an insufficient number of people have booked your chosen holiday, we may offer appropriate compensation.
Compensation for Changes Made By Tour Operator
Before 56 days: Nil
55-29 days: £10
28-15 days: £20
14-0 days: £30
You should provide the dates of birth of your entire playing squad so that we can try to arrange matches with suitable opposition; however, we have no control over the final selection of the opposition both in terms of standard and ages. Ultimately, notwithstanding the very careful attention we give to the arrangement of fixtures, we cannot be held responsible for teams your opponents assemble against you. Should we be forced to change aspects of your tour due to the non-availability of suitable fixtures or venues or, for example, the revision of hosts’ domestic arrangements which may entail alterations, we reserve the right to make such changes as we deem necessary. You will not be entitled to compensation where such changes are deemed to be minor. We are obliged to advise you of the carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used.
Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
‘Force Majeure’ means (without restriction) any event which we could not, even with all due care, foresee or avoid. Force Majeure covers events such as, but not limited to, war or threat of war, riot, civil strife, terrorist activity, industrial dispute, disease, industrial or nuclear disaster, adverse weather conditions, fire and all similar events beyond our control. In the case of Force Majeure, we will not accept liability, and reserve the right to change and cancel bookings.
What If We Cancel Your Tour?
Our agreement with you is that we have one month in which to decide whether we accept your tour or return your moneys to you on return of the booking form. We reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 4 weeks before your departure date, except for reasons of Force Majeure or failure by you to pay the final balance. If we cancel your booking, we will offer you alternative arrangements, and if the price of your alternative booking is of lower value than the original booking, we will refund the difference to you. If you do not accept alternative arrangements, we will refund all payments you have made to us. We will also offer compensation if appropriate, however, we will not offer compensation if we have to cancel or change your travel arrangements in any way because of Force Majeure or where the minimum numbers to operate the departure has not been obtained.
Our Responsibility to You
We are responsible to you for the proper performance of our obligations under the contract whether those obligations are provided directly by us, or by third-party service providers engaged by us and acting within the proper course of their employment and we will provide these services with reasonable skill and care. We are liable to you for any damage caused to you by our failure to perform the contract or by our improper performance of the contract, unless that failure is.
- a) attributable to you.
- b) attributable to a third party unconnected with the provision of services to you.
- c) due to unusual and unforeseeable circumstances beyond our control that could not have been avoided even if all due care had been taken.
- d) due to an event which even with all due care we could not foresee or forestall.
We will not accept responsibility or liability for any passenger who contravenes any law or regulation of any country visited. Where we are found liable for damages for failing to carry out the contract, the maximum amount of such damages for compensation and loss of enjoyment shall, except in cases involving death, injury or illness, be limited to three times the basic trip price shown on the invoice. Where the damages relate to the provision of transport by air, sea or rail, or hotel accommodation, any compensation payable will be further limited by the EU Charter of Passengers Rights for air travel, the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail, or any such statute or regulation as may from time to time amend or supersede any of the above. Copies of the conditions of carriage and any conventions that may apply are available on request. Any independent arrangements that you make that are not part of the package tour provided by us are entirely at your own risk and your contract will be with the operator of the excursion or tour and not with us. Should you or any member of your party by misadventure suffer illness, injury or death during the period of your holiday from an activity which does not form part of the arrangements made by us or an excursion purchased through us, we shall at our absolute discretion give you every assistance including advice, guidance and financial assistance to cover initial legal costs for legal action against a third party where appropriate, up to a limit of £5,000 cost to ourselves per booking form provided such assistance is requested within 90 days of the misadventure. In the event of there being a successful claim for costs against a third party or a suitable insurance policy or policies being in force, the Company is entitled to recoup from you the costs actually incurred by us in giving this assistance.
Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us.
It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Advanced Passenger Information, sometimes known as APIS. For the United Kingdom, it may be referred to as ‘E-Borders’. The information you must provide will include, but not be limited to, full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night’s stay. You must provide this information to the airline between 6 months and 24 hours before departure. For Thomson Airways flights you can do this by accessing http://eapi.thomson.co.uk or by calling 0844 871 1597. You will need your booking reference number, lead name’s surname and date of departure to access the website
Dates, itineraries, supplier facilities and prices for trips in this brochure and on our website are correct at time of publication. However, we reserve the right to make changes at any time. Dates, itineraries, supplier facilities and prices in this brochure supersede details published in any previous brochure. Before you make a booking, we will give you the up-to-date price of your chosen tour, including the cost of any supplements, upgrades or additional facilities which you have requested.
How To Book & Pay For Your Tour
Once you have decided which tour you want you should complete the Booking Form and send it to us together with the required initial deposit:
UK Coach Tours: £75
European Coach Tours: £150
Short Haul Air Tours: £250
Long Haul Tours: £350
(If flight costs have to be paid in full on booking, then more may be required at the outset)
A second interim deposit will be required on all tours that include a flight. The due date for the second interim deposit will be made known to you at the time of booking and is generally 2 to 4 months after the first deposit has been received depending upon how close to departure you pay your first deposit.
Short Haul Tours: £150
Long Haul Tours: £350
There are also occasions when an additional payment may be recommended in order to avoid fuel surcharges on flight bookings. This will be communicated to you as, when and if applicable.
You will receive your final invoice 14 weeks prior to departure and the balance is due within 2 weeks of receiving the invoice. Please ensure your accounts department and parents are aware of these deadlines as late payment penalties may be applied. The amount will be credited to your account. When you book travel arrangements with us, our contract with you takes effect when you receive our written confirmation of your booking. With two or more people, the person making the booking and signing the booking form, or otherwise contracting with us, accepts responsibility for all payments to us for all members of the party and for the proper conduct of himself/herself and the party on tour. If you are booking within 12 weeks of departure, you must pay the full amount at the time of booking. If you book earlier and send a deposit, then we must receive full payment at least 12 weeks before your departure date. If you do not pay within 12 weeks, then we reserve the right to charge £50 per booking and your tour may be cancelled and cancellation charges will be due. We reserve the right to levy this fee every three days after the agreed due date until payment is received.
Changing or Cancelling a Booking
If you change your booking you must confirm in writing the alterations you require. We have no obligation to make any changes, but we will do our best to help you. We reserve the right to charge an administration fee of £50 per name change if advised more than 42 days before departure or £75 if within 42 days of departure. Any other changes that you make to your booking will incur an administration fee of £50 per change. The administration fee that we charge is in addition to any charges levied by ground operators, hotels or airlines. If you are booked on a group tour, you obtain the advantages of travelling as part of that group and you will be expected to travel outbound and inbound with the group, however, we may be able to offer some flexibility subject to availability. To cover the extra administration incurred, we will levy a charge of £50 per individual request together with additional airfares or charges levied on us by the airlines and other suppliers of services. It should also be noted that a reduction or increase in the numbers traveling in the group from those originally booked, may have an effect on the overall price per person i.e. your price per person may be increased as your tour price will be re-calculated for the new party size. The price of your new travel arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you first booked your tour. If you are prevented from travelling on the tour, you may transfer your booking to another person provided they meet all the requirements relating to that holiday. A transfer from one person to another is also dependent on the availability of tickets; permits and other travel arrangement, as some of these are regulated by local law and are not transferable from one person to another. A transfer fee of £50 is payable, and additional costs such as airline tickets may also be payable. Both the person who was originally to take the tour and the person who actually takes it will be responsible for the payment of the amendment charges and any outstanding balance due in respect of the holiday price and you will also be responsible for any additional costs that are incurred as a reason of substitution or transfer. Your price may vary if the contents of the tour change from the original, e.g. the numbers travelling, number of nights hotel accommodation etc. No later than 13 weeks before departure, we will ask the Tour Manager to confirm the final numbers and your tour will be re-costed based upon the information provided. If you cancel your booking, land and air cancellation fees apply. Notification of cancellation must be made to us by letter or email. The date when written confirmation of cancellation is received by us will determine the charges applicable. Cancellation charges will be calculated as set out in the table below and will be notified to you by invoice within 2 weeks of cancellation.
|Period before departure in which you notify Venatour||Cancellation charge expressed as % of total tour cost|
|Before 84 Days||Deposit and all interim payments plus any non-refundable and non-transferable costs|
|83 – 56 Days||50% plus any non-refundable and non-transferable costs|
|55 – 29 Days||75% plus any non-refundable and non-transferable costs|
|28 – 0 Days||100%|
If one or more members of your party cancel, this may mean that the holiday price of the remaining members may be increased to reflect this.
Your Ticket’s Conditions
When you travel in the air or on water, the carrier’s Conditions of Carriage will apply to your journey. For international journeys, these Conditions are often the subject of Conventions between countries. Copies of the conditions of carriage and any conventions that may apply are available on request.
If you have a complaint on tour, you should immediately register this complaint with the appropriate local agent/supplier and confirm it in writing to that supplier with a copy sent to us. They will do their best to resolve the problem to your satisfaction on the spot. On your return to the UK, if you wish to pursue your complaint, we will require full details of your complaint in writing together with a copy of any reports written to suppliers. This must be sent to our office within 35 days of your return. The sooner you contact us, the quicker we can action your complaint. We can usually sort out any complaints you may have. But if we cannot agree, you can use the Arbitration Scheme devised for the travel industry by ABTA and administered independently, providing the dispute fits within the rules of the scheme. This is a simple way of sorting out complaints and there are limits on the costs you might have to pay. You do not have to appear in person but can send documents to explain your complaint. Details and application forms are available from ABTA, 30 Park Street, London, SE1 9EQ
Our 24-hour emergency number is always available to you in case you need it.
Behaviour and Indemnity
We reserve the right in our absolute discretion to terminate, without notice, the travel arrangements of any group whose behaviour is such that it is likely in our opinion or in the opinion of the airline pilot, bus driver, hotelier, accommodation owner, manager or any other person in authority to cause distress, damage, danger or annoyance to other customers, employees or to any other third party. You understand that we shall be under no liability to pay any refund or compensation to or costs incurred by, any person whose behaviour is thus unacceptable. You also agree to indemnify us fully against any claim (including legal costs) made against us by or on behalf of the owners of such accommodation or the operator of such flight or other means of transportation, on behalf of the owners of such accommodation or the operator of such flight or other means of transportation.
We go to great lengths to ensure the reliability and success of every fixture we arrange. While we take every possible step to prevent tour fixtures suffering last minute cancellations, in a very small minority of cases, this can happen. Unless a cancelled fixture is the only fixture of a one-fixture tour and has been cancelled for other reasons than force majeure, we cannot be held responsible for this and it will be considered a minor change. Cancellation of the only fixture on a one fixture tour for reasons other than force majeure will be considered a significant change.
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. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. When travelling to the US you must have the correct passport to travel on the Visa Waiver Programme or have obtained the correct visa, valid for your stay. If you are travelling to the USA after 1st September 2008, the US authorities have introduced a requirement for passengers travelling under the Visa Waiver Programme to register for Electronic Travel Authority. For additional specifics about the VWP please consult the VWP information on the U.S. Embassy London website. At the time of going to press there were no mandatory vaccination requirements for travellers from the UK to destinations featured in our portfolio. Please note that the cost of any immunisation treatment is not, in any case, included in the cost of the holiday. The person signing the Booking Form is entirely responsible for passing any health requirement information to other party members. While we will endeavour to reconfirm any new health requirements at the time of booking, it is your responsibility to check with your doctor at least two months prior to travel for the latest requirements, recommendations and any costs.
Please note that Brexit matters may influence this section wit short term implications.
Customer Data: To provide your holiday and ensure that it runs smoothly, we (and your travel agent, if you use one) need to use information such as your name and address, special needs, dietary requirements, etc. Please be informed that we must pass it to suppliers of your travel arrangements, including airlines, hotels and transport companies; we may also supply it to security or credit checking companies, and to public authorities such as customs and immigration. When you make this booking, you consent to this information being passed to the relevant people. Information held by your travel agent is subject to that company’s own data protection policy.
Please note that some or all of the Caricom states listed below have entered into an agreement with the USA whereby advance passenger data, required by and provided to Caricom states for border security purposes, will be passed to the USA Department for Homeland Security for processing on behalf of those Caricom states listed as follows: Anguilla, Antigua and Barbuda, The Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Cayman Islands, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat, Saint Lucia, St Kitts and Nevis, St Vincent and the Grenadines, Surinam, Trinidad and Tobago, Turks and Caicos Islands. Collectively members or associate members of ‘Caricom’. The UK Information Commissioner’s Office has accepted that this will not breach the Data Protection Act but that we are required to bring this to your attention.
US Secure flight Data: The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA website at www.tsa.gov.
To ensure that we carry out your instructions accurately, improve our service and for security and fraud, we may review, monitor and/or record: (1) telephone calls; (2) activities using CCTV in and around our premises; (3) transactions and activities at all points of contact; and (4) web, social media and app traffic, activities, etc. All recordings and derivative materials are and shall remain our sole property.
We have taken all reasonable steps and have in place appropriate security measures to protect your information.
Air Travel Conditions of Carriage
You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Montreal Convention concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or the loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and the Montreal Convention, if you request them.
Air carrier liability for passengers and their baggage. This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention. Compensation in the case of death or injury. There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £80,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. Advance payments. If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16000 SDRs (approximately £13,000). Passenger delays. In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4150 SDRs (approximately £3,300). Baggage delays. In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs (approximately £800).
Destruction, loss or damage to baggage. The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £800) In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage. A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage. If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible.
In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger’s disposal. Liability of contracting and actual carriers. If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier. Time limit for action. Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information. The basis for the rules described above is the Montréal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of the Member States.
Please check your airline tickets for details of your standard luggage allowance.
EU Airline Community List: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a ‘Community list’ which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available at http://air-ban.europa.eu/