Booking Conditions
The following Booking Conditions, together with the General Information contained in this brochure and on our website, form the basis of your contract with The Turquoise Holiday Company Limited, also trading as Turquoise, company number 04424442, registered office The Stables 4 Bakery Court, 37-39 London End, Beaconsfield, Buckinghamshire, HP9 2FN. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated.
In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires. “We”, “us” and “our” means The Turquoise Holiday Company Limited.
Important
◦ If for any reason you cancel your booking, cancellation charges will apply and may be up to 100% of your booking cost details of which are set out below;
◦ You may make amendments to your booking but there will be a charge for this as set out below;
◦ You should take out travel insurance that is appropriate to your needs at the time of booking or before;
◦ If you have any complaints about the service we provide please contact us within 28 days of the act or omission giving rise to any such complaint
◦ We provide financial security as required by The Package Travel and Linked Travel Arrangements Regulations 2018 for package holidays and hold an ATOL issued by the Civil Aviation Authority (ATOL number 5875);
◦ We act as retail agent for our land only arrangements, they are not financially protected and your contract for them will be with the supplier(s) concerned. For all such bookings, all references to “we”, “us” and “our” in clauses 1, 2, 4, 5, 6 and 8 of these booking conditions mean The Turquoise Holiday Company Limited acting as agent for the operator. Clauses 3, 10(1) and 10(2) will not apply to such bookings. In addition to these booking conditions, the supplier concerned may have its own terms and conditions which will also apply to your booking, copies are available on request.
Booking, Payments & Changes
To make a booking, please contact us by telephone or e-mail. All bookings are subject to these booking conditions. The first named person on the booking (“party leader”) must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By making a booking the party leader confirms that he/she is so authorised. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.
Subject to the availability of your chosen arrangements, we will confirm your holiday by issuing a confirmation invoice. This invoice will be sent to the party leader. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 14 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits. If you wish to, you may contact us by e-mail for any of the reasons mentioned in these booking conditions (for example, to request an amendment) providing you do so to enquiries@turquoiseholidays.co.uk.
Cancellation, Changes & Financial Protection
Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us at our offices. As we incur costs from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges*. Insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.
Period before departure within which written Cancellation charge
notification of cancellation is received by us per person
70 days or more......................................................................................................... Deposit only
69 - 43 days................................................................................................................. 50%
42 - 31 days.................................................................................................................. 75%
30 days - day of departure or later.................................................................. 100%
*NB Where you have had to pay the full cost of any flight(s) at the time of booking, the percentage charges shown in the table above are calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges and the cost of those flights. In addition to the charges shown in the table above, we will also be entitled to retain, by way of cancellation charge, the full cost of any flight(s) in respect of which you paid the full cost at the time of booking, if you cancel at any time after confirmation of your booking.
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
Where any cancellation reduces the number of full paying party members below the number on which the price and/ or any discount or concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.
If any member of your party is prevented from travelling, that person may transfer their place to someone else (introduced by you) providing we are notified not less than two weeks before departure. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result, together with an amendment fee of £150, must be paid before the transfer can be effected. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.
Problems, Responsibilities & Holiday Services
In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform our representative and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our representative and the supplier as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint. Only the party leader should write to us. We regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause (does not apply to any claim involving death, personal injury or illness).
Travel, Flights & Safety
In the event of delay at your outward or homeward point of departure the airline concerned may provide assistance along with refreshments, meals and accommodation etc. We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 (2) of these booking conditions (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements.
If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments. Please check here whether such rights exist for your flight https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/denied-boarding/ (Denied Boarding Regulations). Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of the Denied Boarding Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If your airline does not comply with these rules you may complain to the Civil Aviation Authority see https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/How-to-make-a-complaint/
4 Bakery Court, London End, Beaconsfield, HP9 2FN
01494 678400
147 Northcote Road, London SW11 6QB
0207 147 7087
enquiries@turquoiseholidays.co.uk
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