Holiday Terms & Conditions
1. The Contract
The contract between us is made when your booking is entered on our computer immediately after we receive the booking, and a booking reference number is produced. At that moment the contract between us begins. We will send you a confirmation usually within 24 hours. Please check it carefully to ensure all the details are correct and inform us immediately of any errors. We cannot be responsible for mistakes if we are not notified. The contract appertains to all persons named on the booking form.
2. How much and when should I pay?
Upon booking you must pay a deposit, this varies according to the total cost of the holiday. Please see the details for individual holidays. If you book within the balance due date you must pay the total price of the holiday at the time you book. In other cases, you must pay the balance of the price of the holiday on or before the balance due date. If you do not, we may cancel your booking and you will have to pay the cancellation charges set out in section 6. The balance due date will be 12 weeks before the date of travel
3. Can you increase the price after I have booked?
Yes, but only in very limited circumstances. The price of your travel arrangements is subject to surcharges on the following items for increases in: transportation costs e.g. fuel, ferry operator fares and any other ferry operator surcharges which are part of the contract between ferry operators (and their agents) and us; Government action, such as increases in VAT, or any other Government imposed increases; currency in relation to adverse exchange rate variations. Even in this case we will absorb an amount equivalent to 2% of the holiday price which excludes any amendment charges. Only amounts in excess of this 2% will be surcharged. If this means paying more than 10% of the holiday price you will be entitled to cancel your holiday with a full refund of all monies paid except for any amendment charges. Should you decide to cancel because of this you must exercise your right to do so within 14 days from the issue date printed on the invoice. We will not surcharge you within 30 days of your departure.
4. Can I change my holiday arrangements?
A. More than 12 weeks before travel - If you want to make any changes to your booking such as changing the room type, we will do our best to help but we cannot guarantee to make the changes that you want. If we do manage to make the changes we will charge a fee of £20 to cover our administration costs providing that all notifications of changes are received no later than the due date of the balance payment of your holiday.
B. Within 12 weeks of travel - Any alteration by you made later than the original balance date will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out in section 6. Other alterations such as the addition of requests that require a reconfirmation to be issued must be notified and accompanied by a payment of £20 to cover administration costs. Please note that it is not possible to transfer any holidays.
5. Can I cancel my holiday?
Yes, you or any member of your party may cancel your holiday at any time, but if you do so you will have to pay us cancellation charges based on the scale below. When you cancel you must inform us in writing and your cancellation only takes effect from the date we receive your notice in writing, signed by the person who made the booking, together with any travel tickets or vouchers we may already have sent you. Please note that if only part of a booking is cancelled this may mean that the accommodation booked will be underoccupied and may result in the remaining passengers having to pay any applicable supplements e.g. changing a twin room to a single. Cancellation charges paid cannot be used as payment towards such supplements.
Cancellation charges are based on the following scale:
84 days or more before travel - Loss of deposit
Between 83 days and 42 days before travel - 75% of total holiday cost
Between 41 days and 14 days before travel - 90% of total holiday cost
13 days or less before travel - Total holiday payment
Cancellation charges still apply even if the balance is overdue and the amount has not yet been paid.
Alternatively, you have the right to transfer the booking to another person provided that they satisfy all the conditions applicable to the package and as long as you give Hallam Travel at least seven days written notice of your intention to do so. Both you and the person to whom you transfer the booking will be responsible for the payment of any outstanding monies and in addition there will be an administration charge of £40 per passenger to cover costs incurred.
NOTE: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.
Please note: no changes can be made, under any circumstances, within 7 days of travel and any change will be treated as a cancellation.
6. What happens if you change my holiday?
The arrangements for your holiday are likely to have been made many months in advance and changes are sometimes unavoidable. Most of these changes are likely to be minor and we will do our best to keep you informed.
(a) Changes before departure. If we have to make a significant change to your holiday after you have booked, you will have the option of withdrawing from the holiday without penalty or you may accept the changes with a variation in the price to take account of the changes. A 'significant change' is one that involves changing your departure date; departure point; resort area; or reducing the quality of your main hotel. Compensation for such changes is payable on the scale in (c) below.
(b) Cancellation and withdrawal. If you withdraw from the holiday because of a significant change made by us or if we have to cancel the holiday for any reason (except where it is your fault) you will be offered a full refund
Once we have notified you of the changes and the options available, you must notify us within 14 days of your decision. We will pay you compensation for significant changes on the following scale (per booking):
(c) Period before departure within which a significant change is notified to you
More than 28 days - NIL
15 to 28 days -£10
8 to 14 days - £15
0 to 7 days - £20
No other claims for compensation or expenses will be considered.
Important - compensation payments do not apply to changes caused by reasons of war; riots; civil strife; terrorist activity; industrial disputes; natural or nuclear disasters; fire; epidemic or health risk; technical problems to transport; port or airport closures; adverse weather conditions and similar events beyond our control.
(d) Changes after departure If after departure a significant proportion of your holiday cannot be provided we will make suitable alternative arrangements for you to continue the holiday at no extra cost to you. If it is impossible to make alternative arrangements or you have reasonable grounds for refusing the alternative offered we will transport you back to your point of departure or another place agreed to by you.
(e) Compensation in general in all cases not specifically covered by sections (a), (b) and (c) where we are liable to pay compensation to you we limit our liability in two ways:
- As if we were covered by the international conventions which govern the services we provide to you.
- To a maximum of the cost of the holiday.
We accept responsibility for ensuring that all component parts of your holiday as described in the description are supplied to you to a reasonable standard. If any such part is not provided in the advertised manner, we will pay you reasonable compensation unless the non-provision was due to circumstances which we could not predict and which were beyond our control, such as adverse weather, road or traffic conditions or the matters referred to in paragraph b above. For all claims other than death or personal injury which result from non-performance or improper performance of the contract by us, our liability to each claimant is limited to the total cost of the holiday per person.
7. What is included in the holiday price?
Holiday prices include all coach travel, hotel accommodation and meals as specified in the holiday and hotel description and VAT where applicable. Morning coffee, afternoon tea and other refreshments are not included unless specified. Some hotels may make a small charge for porterage and tea or coffee served after dinner. Gratuities to hotel staff and driver/couriers are discretionary. Unless specifically indicated in the tour itinerary or description, entrance fees, guide fees and city sightseeing tours are not included in the holiday cost. All coach travel is included except where it specifically states 'optional' or as an extra on that tour for example rail trips, cable cars, gondola rides, guided tours or entrance fees etc. in the UK, breakfast is defined as an 'English breakfast' and in Europe it is defined as 'Continental breakfast' unless otherwise stated. Evening meals are generally three courses and in the UK there will usually be a choice of courses on the menu. In continental hotels, there may be a restriction in choice.
Included excursions The itinerary for your chosen holiday is summarised on the appropriate brochure page. To help you in planning your holiday, the excursions which are included in the price of your holiday are clearly shown in the brochure. Minor changes to the brochure itinerary and the final itinerary will not entitle you to compensation. Unless otherwise stated, excursions to cities and other major places of interest do not include guided tours or entrance fees to places of interest. Whilst you are on an included excursion, a guided boat cruise, a cable car ride or entrance to an attraction may be offered as an optional activity at a reasonable charge.
8. How do I complain?
The Hallam Travel representative on your holiday is there to deal with any queries or problems that you may encounter. If you have a problem during your holiday, you must inform them immediately. Likewise, if you encounter any problems within the hotel, you MUST inform the hotel staff to allow them to rectify the matter. In most cases these difficulties can be rectified on the spot and it is never possible to rectify hotel problems (i.e. room or food) after you have returned from your holiday. Consequently, any such complaint cannot be investigated if no prior notice is made to our driver/courier and no claims will be entertained under these circumstances. If they are unable to resolve the problem to your satisfaction you should notify us in writing so that we are in receipt of your complaint within 14 days of the completion of your holiday and this must be sent to Hallam Travel, PO Box 52, Holbeach, PE12 2AX and must quote your booking reference number, holiday destination and departure date. Failure to establish your complaint immediately in accordance with the above procedure may affect the outcome.
9. What if I adopt anti-social behaviour?
If you, or a member of your party, are persistently disruptive or seriously affect the enjoyment of other holidaymakers, we have the right to terminate the contract with you forthwith. In such circumstances we will have no further obligations or liability to you. The driver is entitled to refuse boarding to you if, in his opinion, you are unacceptably under the influence of drink or drugs. If you are refused boarding on the outbound journey for this reason we will regard this as a cancellation of the contract by you and cancellation charges will be levied according to the scale in section 6. If the refusal is on the return journey we have the right to terminate the contract. In such circumstances we will have no further obligations or liability to you. If you are disruptive during the journey, the coach driver may have to divert to off-load you. In those circumstances you will also be liable to us for the costs incurred by the diversion.
For the comfort and enjoyment of the rest of our passengers, you may not:
a) bring a pet, livestock or any other animal other than a Registered Assistance dog on UK holidays but not on overseas holidays.
b) Play a radio or personal stereos on a coach.
c) Smoke at any time on our coaches.
d) Bring alcohol on the coach for the purpose of consumption.
NB: You are responsible for ensuring that you are at the correct pick-up point, on time, throughout the holiday. We would also ask you to consider other passengers and keepthe use of mobile phones on the coach to a minimum (necessary calls only)
10. Do I have to buy insurance?
Travel insurance is not included in your package, but we strongly recommend that you take out insurance.
11. Pick-up points/ joining points & itineraries
You are responsible for ensuring that you are at the correct departure point at the correct time and we cannot be held liable for any loss or expense suffered by your party because of late arrival at the departure point, whether at the pick-up point or during your holiday. Your booking confirmation confirming your departure point will be sent to you after we have received your deposit payment. Hallam Travel reserves the right to modify itineraries to conform to requests from the competent authorities in the UK and any other sovereign state through which the holiday will operate.
12. Terminating your holiday
If you choose to terminate your holiday of your own volition for whatever reason, Hallam Travel will not be liable for any additional expenses incurred and no refunds will be given for any part of the holiday not taken.
13. Travel delays
There are occasions when our coaches are delayed due to traffic congestion, ferry delays etc. We cannot accept liability for these delays, howsoever caused.
14. Mechanical failures
Whilst we go to great efforts to ensure that everything functions correctly to ensure a smooth and enjoyable holiday, there are occasions when mechanical items can fail. In the event of any such failure, Hallam Travel will attempt to minimise any inconvenience but we cannot be financially liable should such occur.
15. Hotel accommodation
Accommodation throughout the UK & Europe varies and our range of hotels includes everything from 5 star establishments to homely, family-run hotels. We go to great lengths to ensure that your holiday accommodation will be of an acceptable standard and every effort will be made to provide the type of room that you have booked.
(a) Hotel grading and classification systems vary so widely throughout the UK and Europe that they do not represent a consistent method of comparing accommodation standards from one country to another. We advise you to look upon them merely as a general guide.
(b) Additional facilities. Our liability for the provision of additional facilities for which a supplement has been paid is limited to the published price of that supplement. Rooms with private facilities will include either bath and toilet or shower and toilet. Where you specify a preference for either a bath and toilet or a shower and toilet we will make every effort to accommodate your request. We cannot guarantee your preference will be met. Occasionally, in older hotels, a wash basin may be located in the bedroom rather than the bathroom. Please note that in Continental Europe it is not normally the custom to have tea or coffee facilities in rooms.
(c) Room type. When booking a double room you should clearly request either a double bed or twin beds, otherwise we shall assume that either is acceptable. Please note that many hotels in Europe have a majority of twin bedded rooms and that bookings for double rooms are only taken on a request basis. In some hotels, particularly in Continental Europe, a twin bedded room may have a single king-size base with two mattresses, each with its own bed linen. Three and four bedded rooms are normally twins or doubles with extra beds and are not suitable for adults and space will be limited. The room description shown on your holiday confirmation refers to the main hotel on your holiday. Overnight hotels may offer different room types. Please note that the location, position, size or type of any room cannot be guaranteed. Room allocation is the responsibility of the hotelier. However, all special requests, such as low floor rooms, are passed on and we make every endeavour to see that they are considered.
(d) Single rooms are always in short supply and early booking is advised. If a payment for single room supplement is shown against the holiday, then that price must be paid. The payment of a single room supplement does not imply that any room allocated will be anything other than a single room.
(e) Overnight hotels. In the best interests of our customers, it may sometimes be necessary or desirable to change the location of single overnight hotel stops. We will do our very best to notify you in advance if such a change is necessary but we reserve the right to make such a change without notice. The alternative hotel will always be of an equivalent standard to the original.
(f) Special diets. It may be difficult for some hotels to fulfill special dietary requirements. If in doubt, it would be beneficial for the client to telephone the hotel direct to ascertain the position and to arrange payment with them for additional charges that may be incurred.
(g) Hotel amenities. All the amenities described on the appropriate brochure page, leaflet or advert will normally be available for the enjoyment of our customers. However some amenities (lifts, swimming pools and so on) may occasionally require servicing or cleaning and therefore we cannot guarantee that they will always be available. Some resort services may be affected by weather conditions or out of season reductions or cancellations. Unless otherwise indicated in the brochure, certain amenities (such as sun beds, sporting activities and entrance to discos or nightclubs) may incur an additional charge. Entertainment provided by hotels is frequently subject to demand and the type or frequency may be varied if there is a lack of demand or insufficient numbers staying at the hotel. In many hotels you may be asked to share a table in the restaurant with other guests. If a hotel has lifts, these are described as serving some, most or all floors or rooms. Many hotel buildings are historic rather than purpose-built and therefore there may also be some steps on a floor served by a lift, which lead to or from public rooms. Most UK hotels include tea or coffee making facilities in the bedrooms. Where this facility is provided there may be a charge for additional beverage supplies.
(h) Bath/shower mats. For your own safety, there are bath/shower mats provided in your en-suite room. If they are not, then please request one from the hotel reception who will be happy to provide one.
16. Special requests
All special needs and requests must be entered on the booking form. We will do our best to provide what you want but we cannot guarantee it. Some special requests such as dietary requirements may involve extra charges which may have to be paid for locally at your hotel. Our liability for the provision of extra facilities, for which a supplement is paid, shall be limited to the brochure price of that supplement.
17. Disabled clients
(a) Disabled customers & medical problems. We try our best to provide holidays which all our customers can enjoy, but we do recognise that not all our holidays will be entirely suitable for people with disabilities, poor mobility or special needs. Some coach tours, for example, involve a great deal of travelling and changes of hotel and it is not possible for our driver(s) to provide a sufficient level of care, particularly in cases of mobility problems. If each passenger who has a disability is accompanied by a companion (on a 1 to 1 ratio), who is able to provide the necessary assistance and the five steps can be negotiated when boarding the coach, then you are most welcome. Should you or a member of your party have any medical condition or disability that may affect your/their holiday or that of other passengers, you must provide full written details to us at the time of booking so that we can advise you of the suitability of the holiday. This applies whether the booking is made on-line, in person, in writing, or by telephone. If a particular issue is identified, we reserve the right to request a doctor's certificate confirming that the passenger is fit for travel and reserve the right to refuse any booking in the absence of such doctor's certificate being produced upon request. If a passenger requires personal assistance (for example but not limited to assistance with feeding/dressing/toileting/mobilising) then this passenger must travel with an able bodied companion/carer and written confirmation that such assistance will be provided for the entirety of the holiday is required at the time of booking. Coach drivers/tour managers are unable to offer such assistance. Whilst we will make every reasonable adjustment to do so, if we are unable to accommodate the needs of a passenger or believe that the medical condition or disability of a passenger is likely to adversely affect other passengers, we reserve the right to decline the booking. We also reserve the right to cancel any holiday and impose cancellation charges if we are not fully advised of any relevant disability or medical condition at the time the booking is made and subsequently decide that we are unable to accommodate this passenger. This applies whether we advise that we are unable to accommodate a passenger either before departure or during the holiday and if this occurs during the holiday then we will seek the additional costs of returning the passenger home.
(b) Wheelchairs We are pleased to carry your folding wheelchairs in the luggage compartment and we would request that you notify us of your intention to bring one. In certain circumstances, we may be able to carry a small mobility vehicle provided they conform with size and weight regulations. Please contact our reservations staff for further details. If you do not advise us of any disabilities, we cannot be responsible for any inconvenience or costs incurred by you and this may include us having to refuse to take you on holiday.
18. Statutory authorities
Our brochure is issued subject to applicable Acts of Parliament and Government Regulations and the company reserves the right to modify itineraries to conform to requests from the competent authorities in the United Kingdom and any other sovereign state through which the tours run.
19. Conditions of carriage
When you travel on an aircraft, train or ship, the conditions of carriage of that carrier apply and are subject to National and international conditions which may limit or exclude liability. Your contract made under these terms and conditions is subject to English (Scottish) law and jurisdiction.
20. Force majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation where the performance of our contractual obligations is prevented or affected (for example but not limited to delay, cancellations, change of itinerary, change of accommodation, change of transport) by "Force Majeure". Force Majeure means an event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid and is therefore an event beyond our or the supplier's reasonable control. These events include but are not limited to strikes, riots, political/civil unrest, government acts, hostilities, war, threat of war, terrorist activity or threat of terrorist activity, industrial disputes, natural or nuclear disaster, fire, flood, tornadoes, hurricanes, transportation problems, airport closures, and severe weather conditions. We suggest that you take out adequate travel insurance to cover such eventualities. [In the unlikely event that the performance of our contractual obligations are prevented or affected due to Force Majeure after departure, we regret we will be unable to make any refunds (unless we obtain any from our suppliers)] Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Foreign Office.
21. Medical arrangements European health Insurance card (EHIC)
On all holidays to the Republic of Ireland and any holiday where an excursion to a Member State of the EC is offered, included or optional, it is advisable to carry with you your EHIC card. Details for this are available from the Post office or online and entitles you to free or reduced cost emergency state medical treatment in the EC. Please seek medical advice with regard to required inoculations prior to departure.
22. Passports and Visas
UK citizens travelling on holiday abroad MUST have a valid 10 year passport before they leave the UK. British citizens should allow sufficient time from the date of posting a correctly completed application form to receipt of their passport. NB: Most countries require a passport to be valid for at least six months beyond the length of your stay. At the time of our brochure going to press, visas were not required by holders of British Passports to any of the destination countries covered in our brochure. We strongly advise all our customers to keep their passports securely on their person or locked in a hotel security safe throughout their holiday with us. At the time of booking the following information will be required by us to supply to the UK border Controls agency for your re entry to the UK: Full Name, Date of birth, Nationality, Passport number & Full Expiry Date. Holders of non-EC passports may well be subject to varying visa requirements for certain countries visited on our holidays, and they should check with the appropriate embassies or consulates to ascertain any visa requirements and the likely time needed to obtain them. All of our holidays to Continental Europe travel through France via the Dover to Calais short sea crossing. We cannot accept responsibility if passengers are not in possession of the correct travel documents and we cannot entertain any refunds in respect of holidays uncompleted and/or additional expenses incurred.
Holiday Information
1. Can I book my seats?
Yes, requests for particular coach seats can be made on most coach holidays at the time of booking, and you will be told when you book. We cannot accept bookings which are conditional on the provision of specific seats. We will do everything possible to conform to the seating plans shown and to provide the seat numbers booked by customers; however, this may not always be possible. On occasions it may be necessary for us to reallocate seats. A seating plan is held for each holiday and passengers can choose their seat. Bookings made online or by post are allocated the seats available nearest the front of the coach unless otherwise requested. These seats are kept throughout the holiday. Please note that occasionally we use coaches with a different seat plan and the seat position may alter. Please note that in the front seats, and the seats behind the emergency exit there is a modesty board as the entrance/exit steps are located there and as a consequence there may be a slight reduction in leg room. Occasionally, it may be necessary to relocate single seats but clients will be advised in this eventuality. On occasions the seating plan of the coach used may vary, possibly having the side exit in a different location.
2. Local pick-up point.
The local pick up point can be found in the brochure. Please note that these times are only estimated times and you MUST refer to your travel documents for the precise departure times. Please note: We regret that, due to time constraints, we are unable to pick up or drop off at any place other than that published.
3. Luggage
Please be aware that the handling of luggage is your responsibility except for in hotels where it is stated that porterage will be provided. You are responsible for the movement of your luggage and must be able to personally load onto the coach any items that you wish to take with you. Your suitcase should weigh no more than 20 kilograms (or 42 pounds) and should be kept to a medium sized one. Should you choose to utilise one suitcase between two persons then the maximum weight should again be no more than 20 kilograms. We reserve the right to impose charges for excess baggage weight. Health and Safety regulations may prevent suitcases weighing in excess of this from being lifted onto the coach.You MUST affix to your luggage the Hallam Travel luggage label provided with your travel documents to assist us with your luggage transfers.
4. Lost Property
Any items of lost property found on our coaches will be handed into our office as soon possible. It is then available from there for collection. We cannot, however, accept responsibility for any items of lost property left on our coaches. The return of lost items via post can be arranged at your cost however the company accept no responsibility for any items lost or damaged during this process.
5. Photography
Photographs may be taken while on our events, and may be used for publicity. If you do not wish your photo to appear in any of our publicity material please put your request in writing to Hallam Travel at the address below.
6. On the coach
All passengers must wear a seat belt.
Food and drink may be eaten on the coach but please take your rubbish with you otherwise the coach company may take away this privilege.
Hot food and alcoholic drinks are not allowed on the coach
If you wish to listen to music or play games on an electronic device please use headphones, so as not to disturb other passengers.
At all convenience stops passengers will be asked to leave the coach as we have to lock the vehicle. For safety reasons we are not able to leave passengers on a locked coach