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ARVONIA COACHES LTD TRADING CHARTER AND BOOKING CONDITIONS
1. FINANCIAL PROTECTION
Your contract is with Arvonia Coaches Ltd of The Square, Llanrug, Caernarfon, Gwynedd LL55 4AA. When you book a holiday with us, which doesnt include a flight, the money you pay us for the booking will be protected by the Bonded Coach Holidays (BCH), this is a Government approved consumer protection scheme. The scheme will also ensure your repatriation in the event the company becomes insolvent. Our Trading Charter and Booking Conditions set out clearly and simply the responsibility we have to you and in turn, you have with us, when a contract is made. Please see the BCH Consumer Guarantee at www.bch-uk.org.There is no financial protection if you purchase just transport or accommodation-only from us. We fully comply with the Package Travel and Linked Travel Arrangements Regulations 2018. The combination of travel services offered to you is a package holiday within the meaning of the Regulations. Therefore, you will benefit from all rights applying to package holidays. Arvonia Coaches Ltd will be fully responsible for the proper performance of the holiday and providing assistance if you are in difficulty. Your key rights will be in the details of the tour which will be provided prior to booking.
2. BOOKING AND PAYMENT
When a booking is made, the 'lead name' on the booking guarantees that he or she is 18 or over and has the authority and accepts on behalf of the party the terms of these booking conditions and pays the deposit indicated in the brochure and as confirmed in the pre-contract information. After we receive your booking and all appropriate payments, if the arrangements you wish to book are available, we will send you or your booking agent a confirmation invoice within 14 days. This confirmation will include any special requests we have agreed. All monies paid to your booking agent are held by them on your behalf until we issue our confirmation invoice, thereafter your booking agent holds the money on our behalf. A binding agreement will come into existence between us when we dispatch this invoice to the 'lead name' or your booking agent. Please check the confirmation carefully to ensure all the information is correct. This contract is governed by English Law, and the jurisdiction of the English Courts.
The balance of the price of your holiday must be paid at least 8 weeks before your departure. If you book within our balance due period, you will need to pay the total holiday cost at the time of booking. If the balance is not paid in time we reserve the right to cancel your holiday, retain your deposit, and apply the cancellation charges set out in the paragraph below. The date of cancellation will normally be the date we receive your written confirmation that you intend to cancel or 15 days after the balance due date, whichever comes first.
Where optional items are purchased as part of the holiday, these are payable on the balance due date except where items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date notified to you and will not normally be refunded unless we obtain a refund from the supplier we use.
A deposit of £50.00 per person is required for all British and Continental holidays.
3. BROCHURE ACCURACY
Although Arvonia Coaches Ltd make every effort to ensure the accuracy of the brochure information and pricing, regrettably errors do sometimes occur. You must therefore ensure you check the price and all other details of your holiday with us at the time of booking and when you receive our confirmation invoice.
4. OUR PRICING POLICY
Arvonia Coaches Ltd endeavour to ensure that the most up to date and correct prices are shown in our brochure. Occasionally, an incorrect price may be shown, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible. We reserve the right to cancel the booking if you do not wish to accept the price which is applicable to the holiday.
Holiday prices include all travel, hotel accommodation and meals as specified in the holiday description and VAT payable in the UK where applicable. The price of the holiday will not be subjected to any surcharges except those arising from exchange rate changes, transportation including the price of fuel, air & ferry operator fares and tolls, embarkation or disembarkation fees at terminals, duties and taxes (including the rate of VAT). Even in these cases we will absorb the cost equivalent to cost of the first 2% of the holiday price. Amounts more than this plus £1 administration fee and Travel Agents commission will be surcharged to you. If this means the total cost of the holiday increases by more than 8% then you are entitled to cancel your holiday and receive a full refund of all monies paid except any insurance premium and amendment charges. We will communicate the options with you either through email or letter, with a reminder if necessary. If you exercise the right to cancel we must receive written notice within 20 days of the date of the surcharge invoice. The currency exchange rate used in the holiday costings are based on rates as on the publication date of this charter.
Local Authorities in many towns and cities throughout Europe have introduced new tourist taxes which must be paid directly to the hotel by all guests in person. These taxes are not included in our prices but we will notify you when applicable.
5. IF YOU CHANGE YOUR BOOKING
If, after our confirmation has been issued, you wish to change to another of our holidays or change departure date, we will do our utmost to make the changes, but we cannot guarantee to do so. However, notification must be received in writing at our offices from the lead name who made the booking, at least 4 weeks before departures. This must be accompanied by a payment of £10 to cover our administrative costs, plus any additional costs we incur in making the amendment. Alterations cannot be made within 4 weeks of departure and any such request for an alteration will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out in paragraph below. Some arrangements cannot be changed without paying a cancellation charge of up to 100% of the ticket cost.
6. TRANSFERRING YOUR BOOKING
You can transfer your booking to somebody else but the person must satisfy all the conditions of the holiday and you must inform us either by letter or email no less than 7 days before departure. This transfer will cost £20 plus reasonable costs to make the transfer. You will remain responsible for ensuring payment before the balance due date. This is in addition to (and does not affect) the separate liability of the transferee to us.
7. IF YOU NEED TO CANCEL YOUR HOLIDAY
You or any member of your party, may cancel your holiday at any time provided the cancellation is made by the lead name who made the booking and is communicated to us in writing as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail.
You must pay cancellation charges to cover our administration costs and to compensate for the risk of us not reselling the holiday. Your cancellation will take effect from the date on which we or our agent receive your written confirmation of your cancellation. You must also return any tickets or vouchers you have received. A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy of rooms. Insurance premiums and amendment charges are not refundable in the event of cancellation.
Where bought in supplies, such as ferries, hotel accommodation etc have been bought in on your behalf, and where the terms and conditions of the supplier are non-refundable, these products will be charged to you at the full retail rate. If this applies, the non-refundable items will be deducted from your holiday costs and the following scale of charges will be applied to the remainder:
Period before departure within which written cancellation of package price is received
Amount of cancellation charge
as a % of total package cost
More than 42 days
42 to 29 days
28 to 15 days
14 to 1 days
Departure day or later including voluntary termination during the package
You may cancel your holiday without paying any termination fee before the start of the holiday, in the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity, for instance, if there are serious security problems at the destination which are likely to affect the package. We will observe advice provided by the UK Foreign, Commonwealth & Development Office.
We would strongly recommend that you take out appropriate travel insurance which includes cover against loss of deposit and cancellation fees.
8. ALTERATIONS TO YOUR HOLIDAY BY US
We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make minor changes. We reserve the right to do this at any time. We will let you or your booking agent know about any important changes as soon as possible, including the minimum number of passengers required on the trip. If after booking, and before departure, we make a major change to your holiday, you will have the option of withdrawing from the holiday without penalty or transferring to another holiday without any charge. In either case, we will pay you compensation, according to the scale set below. A major change includes the time of your departure or return time by more than 12 hours, a change in departure point, location of resort or type of hotel, a change in cross channel travel, or specification of the coach. If we tell you about any of these changes after we have confirmed your holiday booking (other than force majeure), you may either:
accept the new arrangements offered by us; or
accept a replacement holiday from us of equivalent or similar standard and price, if we can offer you one; or
cancel your holiday with us and receive a full refund of all monies
Either way, we will pay you compensation, using the Compensation table shown:
Period before departure in which significant change is notified to you or your agent
Amount per person
More than 28 days
15 to 27 days
8 to 14 days
0 to 7 days
Compensation will not be payable if the holiday is cancelled because the number of persons booked is less than the number required, or for events beyond our control, which include: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; hurricanes and other actual or potential severe weather conditions and any other similar events. You are also advised to check with the Foreign, Commonwealth & Development Office advice unit regularly at www.gov.uk/foreign-travel-advice prior to travel.
All holidays operate if the minimum number of participants is met. However, in no case will we cancel your holiday less than 3 weeks before the scheduled departure date, except where you have failed to pay the final balance or because of force majeure (force majeure means an event which we or the suppliers of the services in question could not foresee or avoid and is therefore beyond our control).
9. OUR RESPONSIBILITY TO YOU
We accept responsibility for ensuring the holiday which you book with us is supplied as described in our publicity material and the services offered reach a reasonable standard and if you are in difficulty we will assist you. If any part of our holiday contract is not provided as promised, you may terminate the contract without paying a termination fee and we will pay you appropriate compensation if this has affected your enjoyment of your holiday. We will however, not be liable if there are any unforeseeable or unavoidable actions of a third party not connected with our travel services, or there were unavoidable or extraordinary circumstances, or the lack of conformity is due to a traveller in the party. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of twice the value of the original holiday cost (not including insurance premiums and amendment charges). We accept responsibility for death, injury, or illness caused by the negligent acts and/or omissions of our employees or agents together with our suppliers and sub-contractors, servants and/or agents of the same whilst acting within the scope of, or during their employment in the provision of your holiday. We will accordingly pay to our clients such damages as might have been awarded in such circumstances under English Law. In respect of carriage by air, sea, tunnel and rail and the provision of accommodation our liability in all cases will be limited in the manner provided by the relevant international convention.
If we make any payment to you or any member of your party for death or personal injury or illness, you will be asked to assign to us or our insurers the rights you may have to act against the person or organisation responsible for causing the death, personal injury or illness. This clause does not apply to any separate contracts that you may enter for excursions or activities during or outside of your holiday. If you or any member of your party suffer death, illness or injury whilst overseas arising out of an activity which does NOT form part of your holiday, we may offer guidance and where legal action is contemplated and you want our assistance, you must obtain our written consent prior to any proceedings (We limit the cost of our assistance to you or your party to £5,000 per party)
10. IF YOU HAVE A COMPLAINT
If you have a problem during your holiday, please inform your driver/representative or the relevant supplier (e.g. Hotel) immediately who will endeavour to put things right. If your driver/representative isnt available, you should contact our ravel office. If your complaint cannot be completely resolved locally, you must complete a Holiday Report Form which can be obtained by your driver/representative, which you should keep. Our contact number, for unresolved complaints will be our office number on 01286-675175 (open in office hours).
If you remain dissatisfied please follow this up within 14 days of your return home by writing to Arvonia Coaches Ltd giving your original booking reference number and all other relevant information, including the reference of the Holiday Report Form.
It is a condition of this contract that you communicate any problem to the supplier of the services in question AND to our representative whilst in resort and obtain a written report form. If you fail to follow this simple procedure, we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the problem. Should you wish to pursue the complaint further, the BCH/CPT have an Alternative Dispute Resolution scheme and full details are available from them. Please contact them at, The Confederation of Passenger Transport UK, Fifth Floor South, Chancery House, 53 - 64 Chancery Lane, London WC2A 1QS.
11. OUR COACHES-SEATING ARRANGEMENTS
We will always use our reasonable endeavours to provide a coach to the specification in our brochure or advert, but reserve the right to substitute an alternative vehicle should there be unforeseen circumstances. There is a seating plan but in some cases, operational reasons may require a coach with a different configuration. We reserve the right to alter a coach seating plan and allocate seats other than those booked. Single passengers may be required to share a double seat with other single passengers. When your booking is confirmed, you will be offered the best seats that are available at that time. If you feel that you require two seats, then these must be booked and paid for in advance, at the time of booking. If you fail to do this and it transpires that the seat allocated to you is insufficient for your needs and there is no alternative seating available then you will be refused access to the coach and any payments made will be liable to forfeiture.
Specific seats will not be allocated on coaches operating a feeder service between joining points and main holiday departure points or on coaches that carry out transfers between airports, seaports etc.
12. HOTEL FACILITIES
Some hotel facilities and entertainment may be withdrawn for routine maintenance or be subject to seasonal availability and provision of the facilities cannot be guaranteed. Single occupancy of rooms may be subject to a supplementary charge.
13. HEALTH AND SAFETY
In some foreign countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. There may be countries that we visit that have special medical requirements for tourists. These regulations are subject to change and our clients are responsible for complying with entry and current health requirements. If you are not sure of the health requirements for the country you are visiting, you are advised to check with your own GP before travelling. You are also advised to refer to the Department of Health leaflet Health Advice for Travellers.
Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period. If you are planning to undertake a journey of more than three hours, you should consult your doctor, if you have ever had DVT, pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, stroke, and heart or lung disease or If you have had major surgery in the past three months.
We reserve the right to refuse any booking in the absence of a doctors certificate confirming that you are fit to travel. Where we provide comfort stops you are encouraged to walk around. Exercise reduces any discomfort, which may be caused by periods of immobility.
Smoking, including E-Cigarettes is not allowed on our coaches.
We do not allow pets or any other animals, although we accommodate registered assistance dogs, but not on overseas holidays.
14. TRAVEL DOCUMENTS, ITINERARIES, PICK-UP POINTS AND PASSPORTS
For all continental holidays, you will require a full 10-year British Passport (machine readable) valid for the period required for the country or countries you are visiting. If you do not hold a full British Passport or you have any doubts about your status as a resident British subject, you must check with the Embassies or Consulates of the Countries to be visited to confirm the Passport or visa requirements when you book. We cannot accept responsibility if passengers are not in possession of the correct travel documents. For full details on passport requirements, please contact the identity and passport service on 0300 222 0000 (www.direct.gov.uk)
You are responsible for ensuring you are at the correct departure point, at the correct time and with the correct documents. Arvonia Coaches Ltd reserve the right to modify itineraries to conform with requests from competent authorities both within the UK and abroad.
Excursions which are included in the cost of your booking are detailed on the brochure page and refunds will not be made for excursions not taken. Optional excursions booked and paid for in resort do not form part of your booking. Admission fees to buildings may not be included in the price of the holiday, please check.
15. SPECIAL REQUESTS
Please advise us at the time of booking if you have any special requests, dietary requirement or allergies and we will endeavour to pass these on to the relevant supplier, but cannot promise that any request will be honoured. We may not always be able to tell you before you leave if the supplier cannot meet your special request. Confirmation that a special request has been noted or passed on to the supplier, or the inclusion of the special request on your confirmation invoice or any other documentation, is not confirmation that the request will be met. Unless and until specifically confirmed in writing, all special requests are subject to availability. Any special requirement which we have accepted will be specifically confirmed as accepted on your confirmation invoice.
16. HEALTH CONDITIONS, DISABILITIES AND REDUCED MOBILITY
We want everyone to enjoy our travel arrangements. We are happy to advise and assist you in choosing a suitable holiday. But, as some of the accommodation and resorts featured may not cater for even minor disabilities, it is important that, when booking, you advise us of any disability, specific need or complex need you may have and any special requirements that will make sure the holiday is suitable. We will need to know if you will need special facilities in the hotel, taking part in the excursions or have difficulty boarding and travelling on the coach or other means of transport.
If a passenger requires personal assistance (for example, assistance with feeding, dressing, toileting, mobilising) then this passenger must travel with an able-bodied companion or 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/representatives are unable to provide such assistance.
You must tell us if you have an existing medical condition, disability or complex need that may affect your holiday or other group members enjoyment of it before you book your holiday. We reserve the right to request a doctors certificate confirming the passenger is fit to travel. If, in our reasonable opinion, your chosen holiday is not suitable for your medical condition or disability, we reserve the right to refuse your booking. You are responsible for bringing with you the proper clothing and equipment, which we advise you about in our printed trip information. We want you to enjoy your holiday and will help you select an appropriate trip.
We will accept a limited number of lightweight mobility scooters, wheelchairs or walking aids to be transported on our coach, provided that no individual part or item is more than 15kgs in weight. You must notify us at the time of booking is you intend to bring a mobility scooter, wheelchair or walking aid with you on holiday and this must be documented on your holiday confirmation, if you do not tell us, we may not be able to accommodate your mobility item. We are unable to transport mobility scooters, wheelchairs and walking aids on feeder vehicles as this service will be provided by taxi or mini bus which will not have the required space. We regret that battery powered wheelchairs or scooters over 15kg in weight cannot be accepted and our driver / representative will not be responsible or be able to provide assistance to dismantle and re-assemble, disconnect and connect the batteries and load your mobility item into the luggage area of the coach. We cannot guarantee that you will have unaided access, internal use or storage of your mobility scooter at any of the premises or places we visit, including hotels. We recommend your mobility items are fully insured as we dont accept responsibility or liability for loss or damage to any of your mobility items.
Before booking your holiday, you should be sure that you and your party are both physically and mentally capable of completing the itinerary. If you need advice or further information either you or your booking agent should contact Arvonia Coaches Ltd.
17. PASSENGER BEHAVIOUR
We want all our customers to have a happy and carefree holiday. You are responsible for your behaviour and hygiene and the effect it may have on others. If you or any other member of your party is unacceptably under the influence of drink or drugs, abusive, disruptive or behaves in a way that could cause damage or injury to others or affect their enjoyment of their holiday or which could damage property, we have the right to terminate your holiday immediately. Should this happen we will have no further liability or obligation to you, no refund or compensation would be paid and we will have no further responsibility for your holiday arrangements including return travel.
In any circumstances, you accept responsibility for any damage or loss caused by you and we may make a claim against you for any damages, costs, fines and expenses (including legal expenses) incurred as a result of your behaviour.
We will not be responsible and will not be liable for accidents or injuries, loss or damage which may have been caused as a result of your inappropriate or irresponsible behaviour, or your judgment being impaired by alcohol or drugs.
We cannot accept liability for the behaviour of other people travelling on the coach or staying at your accommodation or for any facilities/services being withdrawn as a result of their actions.
18. TRAVEL INSURANCE
We recommend taking out a holiday insurance policy as a very important part of your travel plans and it is a condition of booking a holiday with us that you purchase a travel insurance policy.
We can offer a travel insurance policy in association with Towergate Travel as part of your travel package, further details can be found here. You may use an alternative insurer and should you decide not to purchase the travel insurance we have arranged with Towergate Travel and make your own holiday insurance arrangements, you agree to indemnify Arvonia Coaches Ltd against any expense which anyone in your party may incur as a result of having no or inadequate holiday insurance protection. We do not check alternative insurance policies and it is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs, including, but not limited to, pre-existing medical conditions, cancellation charges, medical expenses, loss of baggage and repatriation in the event of accident or illness.
Please read your policy details carefully and take them with you on holiday. It is your responsibility to be in possession of the correct travel insurance documents when you travel, which should include details of the insurer, the policy number (where applicable) and the name and contact number of the emergency medical assistance service.
19. LUGGAGE & PERSONAL ITEMS
Please restrict your luggage to one medium sized suitcase per person, weighing no more than 20kgs. A small bag or holdall can also be taken on board the coach.
It is your responsibility to ensure that your luggage and belongings are loaded on to the coach on which you are travelling, especially at ports, interchange points and on leaving the hotels. You should ensure that you attach the issued luggage label provided by us to your suitcase at all times.
Your luggage and other personal possessions are your responsibility and you must look after them at all times. You must ensure they are protected by an appropriate travel insurance policy which provides a suitable level of cover given the nature and value of your possessions. Any luggage left on the coach at any time is at your own risk and we cannot be held responsible for any damage or loss to your property. We do not accept liability for any luggage and personal possessions unless you are able to demonstrate that any damage or loss was caused intentionally or negligently by our employees or suppliers.
Arvonia Coaches Ltd accepts no responsibility for any private property or possessions left on our coaches, including accepting any liability should lost property be returned for any reason to someone who is not its owner. Any items of lost property found on our coaches will be kept at our office for 1 month, after which it will be disposed of. The return of lost items via post can be arranged and will be subject to a minimum charge of £5 and will be sent at owners risk.
20. GENERAL DATA PROTECTION REGULATIONS
We comply with the GDPR 2018 Regulations, our data controller is Arvonia Coaches Ltd and our data protection policy can be found here
or you can request a copy by writing to Arvonia Coaches Ltd, The Square, Llanrug, Caernarfon, Gwynedd LL55 4AA.