Our Terms & Conditions of Booking & Travel
1. WHY SHOULD I READ THIS INFORMATION?
THESE TERMS AND CONDITIONS form a key part of our agreement with you and forms the basis of a legally binding contract between you as the lead name making the booking, (and anyone else in your party) and us Jones International Holidays Ltd. When you make this booking as the lead name, you undertake that you have the authority to accept, and do accept, on behalf of your party the terms of these booking conditions, which are governed by English and Welsh Law, and the non exclusive jurisdiction of the Courts. Please take time to read through them and you will see that they set out in simple terms what responsibilities we both have when entering into a contract.
2. HOW AND WHEN DO I MAKE THIS CONTRACT WITH YOU?
You can make the contract in a number of ways. You can write to us telephone us, or contact us via email or Facebook. Whichever way you choose, the contract is made when your booking is entered onto our reservation system and we issue a confirmation of booking. We will send the confirmation via email or posted letter usually within seven days of your booking. Please check this confirmation very carefully to ensure all the information is correct and tell us immediately of any errors.
3. WHEN DO I NEED TO PAY FOR MY HOLIDAY AND HOW MUCH?
At the time of booking you will need to pay a non-refundable deposit for each person travelling. The deposit for UK based tours is £40.00 per person, except for tours where theatre/show tickets are included, in this case the deposit is £60 per person. The deposit for all continental (non UK) tours is £60 per person.
The balance is due 6 weeks prior to departure. If you book within our balance due period, you will need to pay the total holiday cost at the time of your booking. If you do not pay the outstanding balance for your holiday on or before the date when it is due we may cancel your booking and you will be required to pay the cancellation charges detailed in Section 10 below, as a courtesy we will contact you prior to the balance due date. The date of cancellation will normally be the date you confirm in writing 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 tour package these are payable on the balance due date except where items 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 refundable unless we obtain a refund from the supplier we use.
4. CAN I CHANGE MY HOLIDAY ARRANGEMENTS?
After we have issued our booking confirmation we will do our very best to accommodate any changes you may want to make, but we cannot guarantee to do so. Any changes must be notified to us in writing and signed by the lead name. If we are able to make the changes, we reserve the right to charge an amendments fee of £15 per booking per occasion, which will be payable plus any additional charge(s) for the facilities requested. Any significant alteration after the balance due date will be treated as a cancellation of the original booking and will be subject to the cancellation charges detailed below. A significant alteration would include a change of departure date, holiday or hotel or number of people travelling. Any significant change made by you will usually be treated as a cancellation and you will be held responsible for any costs incurred.
5. CAN I TRANSFER MY BOOKING TO SOMEONE ELSE?
You can transfer your booking to someone else provided you give us reasonable notice. This person must be able to satisfy all the conditions of the holiday and a change cannot normally be made less than seven days prior to departure. We reserve the right to make an administration charge of £15 per person for every transfer we make plus any reasonable additional costs caused by the transfer. You will remain responsible for ensuring that the holiday is paid for by the balance due date. In some cases however hotels may refuse to allow passengers to transfer their bookings, regrettably in these circumstances, any significant change by you will usually be treated as a cancellation by you and you will be held responsible for any costs incurred by us.
6. HOW CAN I CANCEL MY HOLIDAY?
You or any member of your party may cancel at any time, provided that the cancellation is made by the lead name and is communicated to our office in writing. You will have to pay the cancellation charges set below to cover our estimated loss resulting from the cancellation. If you are insured against cancellation you may be able to recover the charges from your insurers. Your cancellation will take effect from the date when we/ travel agent receives written confirmation of your cancellation. You must also return any tickets or vouchers that you have received. A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy.
7. SCALE OF CANCELLATION CHARGES.
Period before departure within which written amount of cancellation of holiday price is received Cancellation charge as a % More than 42 days: Full Deposit, 42 – 1 days: 100%, Departure day or later including voluntary termination whilst on holiday: Total holiday cost
8. SCALE OF COMPENSATION.
For breaks of 5 days or less we will pay you compensation for significant changes on the following scale: Period before departure in which significant change is notified to you; More than 28 days: Nil, 15 to 27 days: Nil, 8 to 14 days: £15, 0 to 7 days £20. For breaks longer than 5 days we will pay you compensation for significant changes on the following scale: Period before departure in which significant change is notified to you; More than 28 days: Nil, 15 to 27 days: £15, 8 to 14 days: £20, 0 to 7 days £25.
Payment of compensation according to the scale set out above will not affect your statutory right to claim further compensation if, in all the circumstances, you remain dissatisfied.
Compensation will not be paid where the change is made as a result of events beyond our control including war or threat of war, riot, civil strife, terrorist activity, industrial disputes, fire, quarantine, epidemic or health risks, natural or nuclear disasters, technical problems to transport, port or airport terminal closures and/or adverse weather conditions.
Due to the uncertainty surrounding the arrangements for travel in the European Union after the UK’s withdrawal from the EU next March 2019 we reserve the right to cancel any of our EU destination breaks if we consider that it is no longer viable for us to operate them. Under such circumstances compensation will not be paid in the event of cancellation of these breaks.
If after departure we have to make a change to a significant proportion of your holiday we will do our best to make suitable alternative arrangements at no extra cost to you. If it proves impossible to make suitable alternative arrangements or if you have reasonable grounds for refusing the alternative offered, we will arrange transport back to your point of departure or to an alternative location that we agree to.
9. WHAT IS THE EXTENT OF YOUR LIABILITY TO ME?
We accept responsibility if: you or any member of your party is killed or injured as a result of an activity forming part of your holiday arrangements which you booked with us before your departure; or if any part of your holiday arrangements booked with us in the UK, is not as described in the brochure or not of a reasonable standard; if the failure in your holiday arrangements or any death or personal injury is due to any fault on our part or that of our agents or suppliers whilst acting in the course of their employment. We do not accept responsibility if the failure, death or personal injury is not caused by any fault of ours or that of our agents or suppliers or is caused by you or someone not connected with your holiday arrangements, or if the failure, death or personal injury is due to unusual or unforeseen circumstances which, even with all due care, we, our agents or suppliers, could not have anticipated or avoided. For claims that do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is the price the person affected paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday if you or any member of your party is killed, injured or becomes ill as a result of transport by ship, train, coach or air any liability for which we may have to pay compensation is limited in line with the Athens Convention (applies to transport by ship), the Berne Convention (applies to transport by rail), the Warsaw Convention (applies to transport by air) and the Geneva Convention (applies to transport by road). You can get copies of the relevant conventions from us if you ask. You should also note that these conventions may limit or remove the carrier’s liability to you and the amount which the carrier has to pay you. If we make any payment to you or any member of your party for death, personal injury or illness, you will be asked to assign to us or our insurers the rights you may have to take action against the person or organisation responsible for causing the death, personal injury or illness. Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carnage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider’s or other supplier’s liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
10. WHAT DO I NEED TO DO IF I HAVE TO COMPLAIN?
If you have a complaint during your holiday you must inform the driver / representative as soon as possible to allow them the opportunity to resolve the problem as quickly as possible. If you encounter any problems with the hotel you must inform the hotel staff immediately to allow them the opportunity of rectifying the matter, in most cases these difficulties can be rectified on the spot.
If, on your return from holiday, you remain dissatisfied you should write within 14 days to Jonesi International Holidays Ltd. In your letter you will need to quote your booking reference number, destination and departure date. If you do not tell us at the earliest opportunity about a problem giving rise to your complaint we cannot take steps to investigate and rectify it. In deciding how to respond to your complaint we will take into account the date you first drew the problem to the attention of our driver/courier or supplier. The Company must receive written complaints within 14 days of your return from the holiday. No liability will be accepted for complaints not passed on to the driver nor for those received beyond the stated time (14 days).
11. COACH ALLOCATION
Due to operational reasons (breakdown, availability, low number of passengers etc.) Jones International Holidays Ltd reserve the right to use midi or standard (no toilet) coach rather than having to cancel your tour or day trip. We will endeavour to inform clients beforehand unless unforeseen circumstances prevent us from doing so.
12. COACH SEATING
Coach seating is not allocated at time of booking, however we do preallocate seating prior to departure to ensure that you you are seated together. Requests for particular seats can be made when booking but cannot be guaranteed.
13. HEALTH AND SAFETY ON HOLIDAY.
Some tours in our brochure require average physical ability as there may be an element of walking involved. This does not imply other itineraries are suitable and the company will not accept liability for omissions. It is the responsibility of the client to check directly with our staff prior to booking. In some 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. Further information can be obtained from your GP or from your travel agent who can provide you with the leaflet “Health Advice for Travellers” published by the Department of Health. When travelling to member states of the EC, we strongly advise you to carry with you a European Health Insurance Card. This European health card allows you to free or reduced health care costs whilst in member states. It is very important that you declare any serious illness or ailments at the time of booking. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a bus or coach journey of more than 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctor’s certificate confirming that you are fit to travel. During the journey we will provide comfort stops as frequently as possible. During these stops you are encouraged to get off the coach and walk around. Exercise reduces any discomfort, which may be caused by periods of immobility. During any journey you should drink alcohol only in moderation as it leads to dehydration.
14. PASSENGER BEHAVIOUR.
We want all our passengers to enjoy their holiday. However, you must remember that you are responsible for your behaviour and the effect it may have on others. If you or any member of your party is abusive, disruptive or behaves in a way which in our reasonable opinion could damage property or cause damage or injury to others or affect their enjoyment of their holiday, we have the right, after reasonable consideration to terminate your contract with us. In the event of this happening we will have no further obligations or liability to you. The coach driver / representative or authorised official is entitled to refuse you boarding if in their reasonable opinion you are under the influence of drink or drugs or you are being violent, abusive or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges according to the scale in Section 10, if the refusal is on the return journey we have the right to terminate the contract and will have no further obligations or liability to you.
15. NO SMOKING POLICY.
We operate a strict no smoking policy on all our coaches. Comfort stops are made en route. The smoking policy of other carriers and suppliers will vary, but in the majority of hotels we use, there is no smoking in any of the guest bedrooms or public areas.
We do not allow pets to be taken on our holidays. However, Registered Assistance Dogs will normally be accommodated on UK holidays.
17. PICK UP POINTS, ITINERARIES, TRAVEL DOCUMENTS AND PASSPORT.
You are responsible for ensuring that you are at the correct departure point at the correct time, with the correct documents and we cannot be held liable for any loss or expense suffered by you or your party because of an incorrect passport or late arrival at the departure point. Approximately one week prior to departure we will advise you or your with confirmation of your pick-up point and new time if changed. Certain travel documents may have to be retained by us, your driver/courier will then issue them to you at the relevant time, if you lose a travel document after it has been issued to you we will require you to meet the direct cost charged by the carrier/supplier for the issue of a duplicate or replacement. If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of six months after your scheduled date of return. Non-UK citizens must seek passport and visa advice from the consulates of the countries you plan to visit prior to making a booking for one of our holidays. The name on the passport must match the name on the ticket. If someone in your party changes name after the booking is made, you must tell us immediately so that we can issue the ticket in the new name. Jones international Reserve the right to modify itineraries at their discretion. Drivers regulatory hours or to conform to requests from the competent Authorities in the United Kingdom and/or any other sovereign state through which the tour will operate. Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. Admission fees to buildings, grounds etc. are not included in the price of the holiday unless otherwise stated on the relevant brochure page. Jones international reserve the right to return home earlier than stated on itinerary due to unforeseen circumstances, or operational reasons, without prior notice.
18. WHAT HAPPENS IF I AM DELAYED?
Your travel insurance may cover you for some delays. In addition where you are delayed for more than six hours in any one day, we will seek to minimise any discomfort, and where possible, arrange for refreshments. Jones International Trael Ltd reserve the right, in the unlikely event of a coach breaking down, to replace the tour coach with a standard coach.
19. DO I NEED TO TAKE OUT TRAVEL INSURANCE?
We strongly advise you to take out travel insurance to cover medical and repatriation costs, personal injury, loss of baggage and cancellation charges. If you do not have adequate insurance and require our assistance whilst on holiday, we reserve the right to reclaim from you any medical, repatriation or other expenses that we may incur on your behalf, which would otherwise have been met by insurers.
20. SPECIAL NEEDS.
Unfortunately many hotels overseas do not provide adequate facilities for guests with mobility problems or who suffers from other disabilities. Whether you are planning a holiday overseas or in the UK please notify us before you book if you or any member of your party has special needs or suffers from any disability. If you will need assistance or special facilities in the hotel or may have difficulties in taking part in excursions or boarding/ travelling on the coach or other means of transport you must let us know immediately because NOT all of our holidays may be suitable for you. We will accept lightweight wheelchairs for travel, subject to them being able to be folded and stowed away in the luggage hold of the coach. We regret that we are unable to take wheelchairs, which are over 15kg (33lb) in weight. We MUST be advised at the time of booking that a folding wheelchair is being taken on the trip. If you do not tell us you are taking additional items we may not be able to accommodate them. Some attractions and tours may not be suitable for the disabled or passengers with walking difficulties. Electric scooters can be hired at most of our chosen destinations however, if you wish to take your own, due to health and safety and weight issues please contact our reservation staff for further information and guidance. Clients that use nebulisers can take a small hand held (or personal) oxygen cylinder on the coach but for those that need large oxygen cylinders you must arrange for them to be sent directly to the hotel. We cannot carry large cylinders in the lockers/luggage areas for UK or European Tours.
21. SPECIAL REQUESTS.
If you require a special diet please tell us prior to booking or as soon as you are medically advised, if possible please send us a copy of the diet. We will notify the hotel(s) on your holiday but please note some hotels may not have facilities to cope with special diets and we cannot be held liable for their failure to do so. You should also detail any other requests – for example, low floor a particular room or location etc. we will pass your request to the relevant supplier but this does not necessarily mean that your request is definite. If a request can be fulfilled you may incur an extra charge, payable either to us or direct to the hotel. Please note that requests cannot be guaranteed.
22. SINGLE OCCUPANCY.
Single occupancy of rooms when available may be subject to a supplementary charge and this will be shown on the brochure page or advised at the time of booking. NB If you are charged a Single Room Supplement (SRS) it does not mean that your single room is of a better quality or larger in size to any other single room.
Some of our hotels arrange additional entertainment, Where this is part of the holiday, details are given on the respective brochure page. Where it is not specified it may still be available but is at the discretion of the hotel and is not guaranteed. It may be withdrawn if there is lack of demand or for operational reasons. The hotel reserve the right to change entertainment, once authorisation has been approved by Jones international Coaches, at their discretion. When purchasing a tour that contains tickets (theatre/show/concert), while we endeavour to ensure that all members of your party are seated together this cannot always be guaranteed. Booking fees are not refundable in any event.
24. DATA PROTECTION ACT.
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we, and your travel agent, need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as hotels, transport companies etc. The information may also be supplied to security or credit card checking companies, public authorities such as customs/ immigration if required by them, or as required by law. Additionally where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass information on to any person not responsible for part of your holiday arrangements. This applies to any sensitive information that you give to us such as details of any disabilities or dietary/ religious requirements. If we cannot pass this information on to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking you consent to this information being passed on to the relevant persons. Please note that where information is held by your travel agent, this is subject to your agent’s own data protection policy. Your data controller is to a copy of your information held by us. If you would like to see this, please contact us. We retain your full contact details and other information in secure files and electronic storage facilities,e may use this information to contact you by mail, telephone or electronic means. We will provide you with details of other goods and services including those of selected third parties. If you do not wish to receive further information about products and services, please write to the Marketing Manager.
25. TRAVELLING WITH CHILDREN
Following recent guidelines from the British Foreign Office, single parents or other adults travelling alone with children should be aware that some countries require documentary evidence of parental responsibility before allowing lone parents to enter the country or, in some cases, before permitting the children to leave the country. The advice strongly suggests that any child or children who travels with a grandparent, aunt etc, must have a signed letter of authority from either the parents or legal guardians of the child and this must be carried with the child’s passport, giving permission for the child or children to be taken out of the U.K. (For further information on exactly what will be required at immigration, please contact the appropriate embassy or visit http://www.fco.co.uk/
We reserve the right to refuse, accept, cancel and /or not proceed with any booking at any time at our sole discretion. All contracts between Jones International Holidays Ltd and its clients are made on the terms of the booking conditions which are governed by English Law and both parties shall submit to the jurisdiction of English Courts at all times. Unfortunately, it is inevitable that some of the prices or details contained within our brochure may have changed since it was printed. We also reserve the right to correct errors at any time prior to the price being confirmed at the time of booking. When you book your holiday you will be informed of any changes to any of the relevant details within our brochure or website which have occurred prior to you making your booking.
Updated 1st January 2019