Insurance If we cancel or make a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. Compensation In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances: (a) If, where we make a significant change, you do not accept the changed arrangements and cancel your booking; (b) If we cancel your booking and no alternative arrangements are available. The compensation that we offer does not exclude you from claiming more if
cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you . However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period. 5. Jurisdiction and Applicable Law These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so. 6. Cutting your holiday short If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them. 7. If You Change Your Booking & Transfers of Bookings If you wish to change any part of your booking after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the lead passenger on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of a per person administration fee, as set out in the following table, as well as any costs and charges incurred by us and/or incurred or imposed by any of our
Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows: Guide to our cancellation charges † Period before departure in which you notify us Cancellation Charge † 70 days or more Deposit plus any non-cancellable/ changeable element Between 69-57 days 30% of holiday cost Between 56-43 days 50% of holiday cost Between 42-29 days 70% of holiday cost Between 28-15 days 90% of holiday cost 14 days or less 100% of holiday cost † Cancellation charges are not applicable for scheduled and low-cost airline tickets. Please call our Reservations department for more details. Please note that insurance premiums and amendments charges are not refundable in any circumstances. Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us. Cancellation by You due to Unavoidable & Extraordinary Circumstances: You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign Commonwealth and Development Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, 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. This clause 8 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU). 9. If We Change or Cancel As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes: If we make a minor change to your holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you. 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 or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change. Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure: (a) A change of accommodation area for the whole or a significant part of your time away. (b) A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away. (c) A change of outward departure time or overall length of your arrangements by more than 12 hours. (d) A change of UK departure airport except between: i. The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend ii. The South Coast airports: Southampton, Bournemouth and Exeter iii. The South Western airports: Cardiff and Bristol iv. The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield v. The Northern airports: Liverpool, Manchester and Leeds Bradford vi. The North Eastern airports: Newcastle and Teesside vii. The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen (e) A significant change to your itinerary, missing out one or more destination entirely. Cancellation: We will not cancel your travel arrangements less than 70 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached. If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of: i. (for significant changes) accepting the changed arrangements; or ii. having a refund of all monies paid; or iii. accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost); or iv. if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements. You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
you are entitled to do so. Period before departure in which we notify you of significant change
Amount youwill receive from us*
70 days or more
Nil
Between 69-29 days Between 28-15 days
£5
£10 £15 £25
Between 14-8 days
7 days or less
*IMPORTANT NOTE: We will not pay you compensation in the following circumstances: (a) where we make a minor change; (b) where we make a significant change or cancel your arrangements more than 70 days before departure; (c) where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements; (d) where we have to cancel your arrangements as a result of your failure to make full payment on time; (e) where the change or cancellation by us arises out of the alterations to the confirmed booking requested by you; (f) where we are forced to cancel or change your arrangements due to Force Majeure (see clause 10). If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge andwhere those alternative arrangements are of a lower standard, provide you with an appropriate price reduction. 10. Force Majeure Except where otherwise expressly stated in these Booking Conditions we will not 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 or our 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 travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. 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, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation. 11. Special Requests Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met. 12. Disabilities and Medical Problems We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your booking, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen arrangements. A checklist can be obtained by contacting us directly. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. We cannot be held liable if you fail to tell us about special requirements that may affect your holiday. Please note the following positions about accommodation and flights: (i) Overseas accommodation and services Most of the overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. If you have any disability, you must make appropriate enquiries about the suitability of accommodation,
suppliers in making this change. Guide to Our Charges † (per person) Amendments
*
Days left to departure 70 or more 69 to 57 56 to 43 42 to 29 28 to 15 14 to 0 No charge £25 £25 £25 £25 £25
Name correction (title, spelling mistake) †
100%
Replacing of existing name †
£50 £50 £50 £50 £50
£15
£20 £20
100% 100% 100%
Pre-bookable extras †
N/A
£15 £15 £15 100% 100%
Ski Extras
No charge
No charge
No charge
No charge £15 £15
Room type or board basis
To change accommodation, airport, holiday duration and/or to travel earlier than planned †
£15
£20 £30 £50 90%
100%
Loss of deposit
To travel later than planned †
30% 50% 70% 90% 100%
Charges are per person and do not include day of travel. † Not applicable for scheduled and low-cost airline tickets. Please call our Reservations department for more details. Note: If two or more components are changing the highest charge will apply. If all names change on a booking, then cancellation charges as shown in clause 8 will apply. Please note that the scheduled, certain charter and all of the no-frills airlines will not permit changes for any reason. Such changes will result in you being charged the full cost of the flight and may be subject to space being available for a new reservation. Additionally, you will also have to pay any extra costs that the airline passes onto us, as well as the appropriate name change fee as stated in the table above. Re-issued e-tickets are charged at £15 per person. Where you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with clause 8. Transfer of Booking: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions: a. that person is introduced by you and satisfies all the conditions applicable to the holiday; b. we are notified not less than 7 days before departure; c. you pay any outstanding balance payment, an amendment fee of £50 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and d. the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 8 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services. Important Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. 8. If You Cancel Your Booking Before Departure If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing immediately. This should be done by the lead person on the booking. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.
Book online at www.balkanholidays.co.uk
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