Not in the Guidebooks Limited

Booking Conditions

These Booking Terms & Conditions, together with our privacy policy and any other legal information or terms we brought to your attention either on our website, over the telephone or in person before we confirmed your booking, form the basis of your contract with Not in the Guidebooks Limited whose registered office is at 1st Floor Healthaid House, Marlborough Hill, Harrow, Middlesex, England, HA1 1UD Company No: 10554780 (“we”,“us” and “our”). Please read them carefully as they set out our respective rights and obligations. References to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. References to “Travel Arrangement(s)” in these Booking Conditions are to the accommodation, flights, transport, and other services we feature on our website. References to “Supplier” means the supplier of the Travel Arrangements including but not limited to accommodation providers, transfer providers, car hire companies, and airlines. References to “Principal Supplier” or “Principal” means the Supplier with whom your contract is with.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:

a. has read these Booking Conditions and has the authority to and does agree to be bound by them;

b. consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);

c. is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;

d. accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Please Note: We act in the following capacities: as a Package Organiser/Principal in the sale of a Package Holiday, or as Agent in the sale of Package Holidays or single-element bookings. You will be advised at the time of booking which one of these scenarios applies to your booking and it will also be confirmed on your booking confirmation. For the avoidance of doubt, we do not sell Linked Travel Arrangements (as defined under the Package Travel and Linked Travel Arrangements Regulations 2018). Our obligations to you will vary depending upon which arrangements you book with us, and we have tried to set them out below as clearly as possible:

(A) Conditions which apply when booking a Package where we act as the Package Organiser (clauses 1-25).

(B) Conditions which will apply where we act as Agent when booking a single-element Travel Arrangement or Package and someone else is the Package Organiser or Principal (clauses 26 – 42).

CONDITIONS WHEN BOOKING A PACKAGE WHERE WE ACT AS THE PACKAGE ORGANISER

1. Your Package Contract

Subject to us advising you otherwise, where your booking is for a Package, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”).

A “Package” exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:

a. transport (including but not limited to flights, trains and coaches and does not including minor transport services such as a guided tour or a transfer); or

b. accommodation; or

c. rental of cars, motor vehicles or motorcycles (in certain circumstances); and

d. any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.

Your contract will be with us unless we are acting as an agent for another Package Organiser and the Agent Conditions will apply. We will advise you at the time of booking if this is the case and it will also be stated on your confirmation invoice.

All bookings are subject to availability at the time of booking. We do not guarantee that any of the Packages we advertise will still be available at the time of booking.

By clicking to book and entering your personal and payment details on our website or providing us with the details of the Package you wish to book over the telephone, you are requesting us to book the relevant Package on your behalf. Once you have received your confirmation invoice with a booking reference number, you have entered into a legally binding agreement with us to purchase the Package.

2. Booking

When you make a booking, you will have the opportunity to review/confirm all the details of the booking before making payment.

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the relevant charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant Suppliers of your Package or other persons necessary for the provision of your booking. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant Suppliers, whether in the EEA or not, we will be unable to provide your booking. Please click here for full details of our privacy policy.

Group Bookings: If larger groups want to be sure of sufficient availability for any Package, they should call our Customer Support advisors on 0203 048 3044. If two parts of the same group book online on two separate bookings and availability expires between the two bookings we regret therefore that we are unable to cancel the first booking without applying cancellation charges (see clause 10 below).

3. Payment

In order to book your chosen Package, you must make payment as outlined in this clause 3. All prices quoted are in pounds sterling and must be paid in this currency. You must also pay all applicable insurance premiums and booking fees. We accept the following forms of payment:

Debit cards – no charge
Credit cards – no charge
Bank Transfers are accepted

You are required to make full payment at the time of your booking unless we notify you that you may pay a non-refundable deposit per person. If you have paid a deposit the balance will be due and must be paid 12 weeks prior to travel. This date will be specified on your confirmation invoice.

A booking is made with us when you pay us a deposit (or full payment if you are booking within 60 days of departure) and we issue you with a confirmation invoice. We reserve the right to return your payment and decline to issue a confirmation at our absolute discretion.

Except where otherwise advised, all monies you pay to us for Packages will be held on behalf of the Supplier concerned.

Should we be unable to collect any outstanding payments from you whether it is the balance due to be paid by you or otherwise before the balance due date or the date on which you are due to travel (as applicable) we reserve the right to cancel the booking made on your behalf and you will forfeit all monies paid by you for such booking and charge any relevant cancellation fees as set out in 10 below.

Please note experience vouchers and gift vouchers are payable on booking, non-refundable and cannot be exchanged for cash.

Taxes

The local authorities in certain countries may impose additional taxes (tourist tax, etc), which have to be paid locally (e.g. at the hotel). You are exclusively responsible for paying such additional taxes.

4. Package Contract

Where your booking is for a Package, as defined below, and we advise you that we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”).

A “Package” exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:

a. transport (including but not limited to flights, trains and coaches and does not including minor transport services such as a guided tour or a transfer); or

b. accommodation; or

c. rental of cars, motor vehicles or motorcycles (in certain circumstances); and

d. any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.

Your contract will be with us and we will accept responsibility for this booking as a Package Organiser unless we are acting as an agent for another Package Organiser as detailed in Section C of these Booking Conditions.

5. Accuracy

We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the Package that you wish to book before your booking is confirmed. Where the Package has been listed incorrectly and the booking has already been confirmed, we reserve the right to cancel the booking and refund all monies paid to you.

6. Insurance

You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses, as well as ensuring you have cover for any activities you have booked, including additional cover for skiing/extreme sports/adventure travel and all other activities you have booked. We reserve the right to request proof of insurance at any time prior to travel.

If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

7. 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. You must confirm your requests in writing, but 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. We do not accept bookings that are conditional upon any special request being met.

8. Fitness to Travel and Medical Conditions

We are not a specialist assisted holiday company but we will do our utmost to cater for any special assistance requirements you may have. If you or any member of your party has any medical condition/s or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen Package. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the Package. Acting reasonably, if we, or the Supplier, 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.

9. Cutting Your Holiday Short

If you are forced to return home early, we cannot refund the cost of any parts of your Package 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.

10. Changes and Cancellations by You

Any cancellation or amendment request must be sent to us in writing to Customer Support at support@nitgb.com or Not in the Guidebooks, 1st Floor Healthaid House, Marlborough Hill, Harrow HA1 1UD. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Most cancellations or amendments are outside of our control since they rely upon the relevant Supplier of the Travel Arrangements being able to meet such requests.

Cancellations

Since we incur costs in cancelling your travel arrangements you will have to pay us cancellation charges as follows here unless there are specific cancellations terms for your experience which are shown below:

General Cancellation Terms

Period before departure in which you notify us – Cancellation Charge

Prior to 90 Days – loss of deposit
Prior to 60 days (date not included) – 25% of Travel Arrangement/Package

Between 60 and 30 days (date included) – 50 % of Travel Arrangement/Package
Less than 30 days (date not included) – 100% of Travel Arrangement/Package

Specific Terms

ALL Lapland bookings

Period before departure in which you notify us – Cancellation Charge

Prior to 90 Days – loss of deposit
Prior to 60 days (date not included) – 25% of Travel Arrangement/Package
60 Days or less (date not included) – 100% of Travel Arrangement/Package

Please note experience vouchers and gift vouchers are payable on booking, non-refundable and cannot be exchanged for cash.

If You Cancel your Package due to Unavoidable & Extraordinary Circumstances

If you have booked a Package, you have the right to cancel your confirmed Package 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 Package or significantly affecting transport 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 compensation. We will observe advice provided by the UK Foreign and Commonwealth Office.
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.

Changes

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 first named person 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 the amendment fee that we charge is noted below and you will need to pay this, together with any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you.Where we treat your change as a cancellation, you’ll pay a cancellation fee instead of an amendment fee. If the new holiday is more expensive you’ll need to pay these fees and the difference in price.

When making changes, the price of your new travel arrangements will be based on the price that applies on the day you make the change. Please note there won’t be any reduction in the price you pay, even if your new travel arrangements are cheaper than your original booking.

If your change means fewer people travel, and your holiday price is based upon the number of adults or the minimum number of people in a group or an accommodation, we’ll recalculate the total price and the price per person may go up. This extra price isn’t a cancellation fee. You will also need to pay the appropriate cancellation fee for the person who has cancelled. See “If you Cancel Your Holiday”.

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.

Requested Change:
Change of dates
Amendment Charge:
Cancellation of original Travel Arrangement/Package + cost of new Travel Arrangement/Package + £25.00 administration fee

Requested Change:
Change of title, initial, first name or surname after booking confirmation
Amendment Charge:
Supplier’s charge + £25.00 administration fee per person

Requested Change:
Add People to the booking
Amendment Change:
Supplier’s charge + £25.00 administration fee per person

Requested Change:
Remove People from the booking
Amendment Change:
Supplier’s charge + £25.00 administration fee per person

Transferring Your Package Booking

If any member of your party is prevented from travelling on their Package, that person(s) may transfer their place to someone else, subject to the following conditions:
• that person is introduced by you and satisfies all the conditions applicable to the Travel Arrangements making up the Package;
• we are notified not less than 7 days before departure;
• you pay any outstanding balance payment, an administration fee of £25 per person transferring as well as any additional fees, charges or other costs arising from the transfer; and
• the transferee agrees to these Booking Conditions, and all other requirements applicable to the Travel Arrangements making up the Package.
• You and the transferee remain jointly and severally liable for payment of all sums.

If you are unable to find a replacement, cancellation charges will apply. Otherwise, no refunds will be given for passengers not travelling or for unused services.

11. Changes and Cancellations by Us

We can change your Package after you’ve booked, only in certain circumstances:

1. Changes in the price resulting from changes to the level of taxes or fees imposed by third parties including tourist taxes, or relevant exchange rates mean that the price of your travel arrangements may change after you have booked. If this is the case we shall write to you and advise you of such. However, there will be no change within 10 weeks 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. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another Package if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel you must do so within the time period shown on your final invoice.

Should the price of your holiday go down by 2% or more due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that some 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.

2. Changes to services. If we make an insignificant change to your Package, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of insignificant changes include, change of accommodation to another of the same or higher standard, or minor changes to services available at the accommodation.

3. Minimum Numbers. For some of our Packages we require a minimum number of bookings in order for the Package to be able to take place. If this is the case the minimum number required will be provided to you before or at the time of booking along with the time limit for us to tell you if the Package has to be cancelled. In the event of us having to cancel due to insufficient numbers we shall provide you with a full refund (including any deposit paid) of the booking.

Occasionally we may have to make a significant change to your confirmed Package. Examples of “significant changes” include the following, when made before departure:

• A change of accommodation area for the whole or a significant part of your time away.
• A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.

If we have to make a significant change or cancel your Package, 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 Travel Arrangements; or
ii. having a refund of all monies paid; or
iii. accepting an offer of alternative travel arrangements of comparable or higher standard if available (at no extra cost); or
iv. if available, accepting an offer of alternative travel arrangements of a lower standard, with a refund of the price difference between the original Package and the alternative travel 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 travel arrangements.

We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.

Very rarely, we may be forced by Unavoidable and Extraordinary Circumstances to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

ALL Lapland bookings

The start and end of the winter season (where winter activities are included) is based on historical data regarding dates of permanent snow cover provided by the Meteorological Institute of Finland. Should it happen that there is not enough snow cover for any of the activities to go ahead during your stay you will be offered an alternative activity with no extra charge.

12. Your Behaviour

You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our or the Supplier’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to accommodation provider or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

13. Our Responsibilities in Respect of Package Holidays

(1) Where you have booked a Package and we are acting as a Package Organiser, we will accept responsibility for the Travel Arrangements making up your Package as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018 as set out below.
It is our duty where we are acting as the Package Organiser to ensure that you have been provided with all details set out here before the booking is made. If you have not been given sufficient information please let us know immediately.
You should also be provided with all the following information as set out here which will be provided in the package travel contract. If you have not been given sufficient information please let us know immediately.
More information on key rights under the Package Travel and Linked Arrangements Regulations 2018 can be found here.

As Package Organiser, we are responsible for the proper provision of all the Travel Arrangements included in your Package, as set out on your confirmation invoice. Subject to these Booking Conditions, if we or the Supplier negligently perform or arrange those Travel Arrangements and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Package you may be entitled to an appropriate price reduction or compensation or both. The level of such compensation will be calculated taking into consideration all relevant factors such as, but not limited to, following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or the Supplier’s negligence affected the overall enjoyment of your Package. Please note that it is your responsibility to show that we or the Suppliers have been negligent if you wish to make a claim against us.

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

(a) the act(s) and/or omission(s) of the person(s) affected; or
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(c) Unavoidable or Extraordinary Circumstances (as defined in clause 10); or
(d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:

(a) loss of and/or damage to any luggage or personal possessions and money,

The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

(b) Claims not falling under (a) above and which don’t involve injury, illness or death

The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

(c) Claims in respect of international travel by sea and rail, or any stay in a hotel

i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include; The Athens Convention (with respect to sea travel); The Berne/COTIF Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.

ii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

Where it is impossible for you to return to your departure point as per the agreed return date of your Package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the three night accommodation limit does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Package. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean 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 back to your departure point.

14. Prompt Assistance in Resort

If whilst you are on holiday, you find yourself in difficulty for any reason we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and with distance communications and finding alternative arrangements. Where you require assistance that is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative arrangements or other such assistance you require. Any supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

15. Complaints

We make every effort to ensure that your Travel Arrangement or Package arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us by telephone on 0203 048 3044 (9:30-17:00, Mon-Fri). If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at Customer Support at support@nitgb.com or Not in the Guidebooks, 1st Floor Heathaid House, Marlborough Hill, Harrow HA1 1UD within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint and will affect your rights under this contract.

Important: claims/complaints about injuries or illness
In the unfortunate event that you suffer an injury or an illness while you are away, and you believe this is the fault of one of the Suppliers, it is very important that you notify us and the Supplier whilst you are there.
Suppliers will often not accept claims for illness or injury unless the issue is reported to them at the time.

You may also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. This service may not be available when the United Kingdom leave the European Union.

16. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are taking part in your trip are not part of your Package with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

17. Passport, Visa and Immigration Requirements and Health Formalities

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.

Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov

Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware.

Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities. Please refer to National Travel Health Network and Centre website for any assistance with destination specific health information https://nathnac.net/.

18. Conditions of Suppliers.

Many of the services which make up your holiday are provided by independent Suppliers. Those Suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

19. Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Unavoidable or Extraordinary Circumstances (see clause 10).

20. Ratings and Standards

All ratings are as provided by the relevant Supplier or are our own ratings based on our industry knowledge and customer feedback. Our own ratings are clearly marked and are intended to give a guide to the services and facilities you should expect from your Travel Arrangement or Package. Standards and ratings may vary between countries, as well as between Suppliers. We cannot guarantee the accuracy of any ratings
given.

21. Documentation & Information

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Suppliers in question are intended to present a general idea of the services provided by the Suppliers. Not all details of the Packages can be included on our website. All Travel Packages shown are subject to availability. If you require any further details, please contact us.

22. Accommodation Booking Procedure

If your Package includes accommodation, the dates and times of your accommodation booking will be included on your confirmation invoice (please check this carefully). After registration, on arrival at your accommodation, you will be allocated a room.

23. Insolvency Protection

We provide full financial protection for our package holidays by way of a bond held by ABTA, The Travel Association, 30 Park Street, London SE1 9EQ, www.abta.co.uk.

24. Jurisdiction and Applicable Law

These Booking Terms and 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 exclusively by the Courts of England and Wales only(unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

CONDITIONS THAT APPLY WHERE WE ACT AS AGENT

This section only applies where you have booked a Package or other Travel Arrangement(s) with a third party Supplier acting as Principal and where we are acting as Agent. The above Conditions (clauses 1 -24) when booking a Package where we act as the Package Organiser do not apply.

25. Contract

These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the Principal Supplier(s) (e.g. tour operator/cruise company/accommodation company) named on your confirmation invoice(s). We can book you a package holiday with one company or we can book a Travel Arrangement, activity or service with a different Principal Supplier in which case you will have separate contract with them as the Principal. As agent we accept no responsibility for the acts or omissions of the Principal Suppliers or for the Packages, Travel Arrangements or services provided by them. The Principal Supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.

All Travel Arrangements which we provide or which are sold through us are not an offer by us to sell any Travel Arrangements, but an invitation to you to make an offer to the Principal Suppliers of the arrangements. We are free to accept that offer on behalf of those Principal Suppliers or to reject it.

26. Booking Details

For Package bookings, you will be given the details of the Package Organiser prior to your booking. It is the Package Organiser’s duty to ensure that you have been provided with all details set out here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/1 before the booking is made. If you have not been given sufficient information please let us know and we can liaise with the Package Organiser on your behalf, should you wish us to do so.

For non Package bookings, we will advise you of the Principal Supplier’s details prior to your booking.

When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the Principal Supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant Principal Suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. Full details of our privacy policy are available upon request.

27. Payments

You will be required to pay a deposit or make full payment for your booking at the time of booking in accordance with the Principal Supplier’s booking conditions. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Principal Supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

Debit cards – no charge
Credit cards – no charge
Bank Transfers are accepted

If you have paid a deposit the date by which you must pay the balance will be specified on your Confirmation Invoice.

28. Financial Protection

All the Package holidays we sell, come with protection for your money. If you buy a single element Travel Arrangement then this might not apply. Package holidays are protected by the package organiser and we will provide you with their confirmation.

If, after selecting and paying for one Travel Arrangement, you book additional Travel Arrangements for your trip or holiday via us, you will NOT benefit from rights applying to Packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, we will not be responsible for the proper performance of the individual Travel Arrangements or services. In case of problems please contact the relevant Principal Supplier.

A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at
http://www.legislation.gov.uk/uksi/2018/634/contents/made

29. Accuracy

We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, we are reliant upon information the Principal Suppliers’ provide to us and occasionally changes and errors occur. We reserve the right to correct or amend prices and other details in such circumstances. You must check the current price and all other details relating to the Package or Travel Arrangements that you wish to book before you make your booking. Where the Package or Travel Arrangement price has been listed incorrectly and the booking has already been confirmed, we reserve the right to cancel the booking and refund all monies paid to you.

30. Insurance

Many Principal Suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses, as well as ensuring you have cover for any activities you have booked, including additional cover for skiing/extreme sports/adventure travel and all other activities you have booked.

If you choose to travel without adequate insurance cover, we will not be liable to you for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

31. Fitness to Travel and Medical Conditions

If you or any member of your party has any medical problem or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to obtain advice from the Principal Supplier as to the suitability of your chosen Package or Travel Arrangements. The Principal Supplier may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen Package or Travel Arrangement.

Acting reasonably, if the Principal Supplier is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking on the Principal Supplier’s behalf. If you did not give us full details at the time of booking, we will inform the Principal Supplier once we are aware but if they are unable to accommodate the needs of the person(s) concerned they may cancel and impose cancellation charges.

32. Cancellation and Amendment

Any cancellation or amendment request must be sent to us in writing to Customer Support at support@nitgb.com or Not in the Guidebooks, 1st Floor Heathaid House, Marlborough Hill, Harrow, Middlesex HA1 1UD. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, most cancellations or amendments are outside of our control. We cannot guarantee that the Principal Supplier will meet such requests.

The Principal Supplier will charge cancellation fees as follows:

Prior to 14 days (date not included) – full refund
With 14 to 7 days of departure (date included) – 50% of total cost
Within 7 days of departure (date not included) – 100% of total cost

If different terms apply these will be notified to you at time of booking. In addition for any amendment, you must pay any supplier fees plus an administration fee of £25.00 per person or alteration as applicable. We will notify you of the exact charges at the time of amendment or cancellation.

Please note:

– Some Travel Arrangements may not be changeable after a booking has been made, for example, where discounted non-refundable accommodation has been booked. You will be advised of any non refundable charges prior to confirming your booking.
– Administration fees are non-refundable in the event you cancel your booking.

33. Changes and Cancellations by the Principal Supplier

We will inform you as soon as reasonably possible if the Principal Supplier needs to make a significant change to your confirmed Package or Travel Arrangements or to cancel them. We will also liaise between you and the Principal Supplier in relation to any alternative travel arrangements offered by the Principal Supplier but we will have no further liability to you.

34. Responsibility for your Booking

As an agent our responsibility to you is to use reasonable skill and care in placing your booking with the Principal Supplier.

If you have made a Package or other Travel Arrangement booking the primary responsibility for the provision of the Package or the Travel Arrangement is with the Principal Supplier as set out in your Confirmation Invoice, and where relevant, your ATOL Certificate.

All information duties relating to Packages and required under the Package Travel & Linked Travel Arrangements Regulations 2018 apply to the Package Organiser.

35. 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, air traffic control strikes, flight cancellations and all similar events outside our or the Principal 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. This is something we will continue to monitor and will advise you 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.

36. Visa, Passport and Health Requirements

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports. Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov. For European holidays (up until the date that the United Kingdom officially leaves the EU) you should obtain a completed and issued form EHIC prior to departure.

Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware.

Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

37. Travel Arrangement Ratings and Standards

All ratings are as provided by the relevant Principal Supplier or are our own ratings based on our industry knowledge and customer feedback. Our own ratings are clearly marked and are intended to give a guide to the services and facilities you should expect from your Travel Arrangement. Standards and ratings may vary between countries, as well as between Suppliers. We cannot guarantee the accuracy of any ratings given. We have made reasonable efforts to establish the official rating of the Package or Travel Arrangement and include this within the description of the Package or Travel Arrangement on our website.

38. Documentation & Information

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Principal Supplier in question are intended to present a general idea of the services provided by the Principal Suppliers. Not all details of the relevant Packages and Travel Arrangements can be included on our website. All Packages and Travel Arrangements shown are subject to availability. If you require any further details, in respect of any Packages, Travel Arrangements or any other services please contact us.

39. Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see clause 35). For more information please refer to https://www.gov.uk/foreign-travel-advice.

40. Your Behaviour

You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Principal Supplier’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Principal Supplier reserves the right to terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the Principal Supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.

We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

41. Complaints

As the contract for your Package or Travel Arrangement(s) is between you and the Principal Supplier, any queries, concerns or complaints about your Package or Travel Arrangements should be addressed to them in the first instance. If you have a problem with your Package or Travel Arrangement whilst using them, this must be reported to the Principal Supplier immediately. If you fail to follow this procedure there will be less opportunity for the Principal Supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

Important: claims/complaints about injuries or illness

In the unfortunate event that you suffer an injury or an illness while you are away, and you believe this is the fault of the Principal Supplier, it is very important that you notify the Principal Supplier whilst you are on holiday.

Accommodation providers will often not accept claims for illness or injury unless the issue is reported to them at the time.

If you remain unsatisfied you can inform us in writing to Customer Support at support@nitgb.com or Not in the Guidebooks, 1st Floor Heathaid House, Marlborough Hill, Harrow, Middlesex HA1 1UD. immediately on return to the UK and in any event within 28 days of your return whereby we will endeavour to assist in our capacity as an agent by liaising with the Principal Supplier on your behalf.

You may also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. This service may not be available should the United Kingdom leave the European Union.

42. Law and Jurisdiction

These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

These Terms were last updated on July 31, 2020.