Definition of Terms
The following terms will be used throughout this document:
‘Q Holidays’ is a trading name of Sackville Travel Services Ltd (STSL).
‘Holiday’ means the Holiday booked by you or any person on your behalf.
‘Travel Agent’ means any Agent through whom your booking with Q Holidays is made.
‘Force Majeure’ means any circumstances which are unusual and/or unforeseeable which are beyond the control of Q Holidays; the consequence of which could not have been avoided even if all due care had been exercised, including (but not limited to) war or threat of war; riot, civil strife; hostilities; political unrest; government action; industrial dispute; natural or other disaster; nuclear incident; terrorist activity; drought; re-scheduling or cancellation of flights or alteration of the airline or aircraft type by an airline and technical problems with transportation that are outside of our control.
Major change includes:-
- a) An alteration to your scheduled time of departure or return of 12 hours or more; and/or
- b) A change in UK departure airport (excluding change of London airports); and/or
- c) A change of hotel or apartment to a materially lower or higher rating; and/or
- d) A significant change of resort area
Payment & Contract
We require a deposit of £150.00 per person (unless otherwise stated at the time of booking) plus any applicable insurance premiums prior to confirmation of your booking. The balance is payable eight (8) weeks prior to departure. Full payment may sometimes be required on the flight portion of the package upon confirmation as tickets may need to be issued immediately. If a booking is made within eight (8) weeks of departure, full payment is required immediately.
Payment of your deposit and subsequent issuing of your confirmation invoice creates a binding contract with Sackville Travel Services Ltd and consequently you are bound by the following terms and conditions. This contract is governed by English law under the jurisdiction of the English Courts.
Personal/Company Cheques: – Cheques must be made payable to Sackville Travel. Please note that we need to allow 10 working days for the cheque to clear. Should the cheque be returned for any reason, we will levy a £15 charge on your booking.
Cash – We do accept cash. However, we strongly advise not to post cash to us.
Debit Cards – We accept payment by most debit cards.
Credit Cards – We accept payment by Mastercard and Visa.
We do not accept payment by American Express or Diners Club card.
We do not accept debit or credit card payments from any third parties or cards registered overseas unless the transaction is by chip & pin in any of our retail premises.
Bank Payments – You may pay money directly into our account at a Lloyds Bank or transfer the money electronically. Please contact our staff for further details
Late Payment
Please contact us if you are unable to pay for your booking by the balance due date. In certain instances a deadline extension may be granted, however if this is possible it will incur a late payment fee of £15 per passenger. Should an extension not be possible your booking will be at risk of being cancelled by the airline.
Price Increases
No price increases will apply once full payment has been received. Surcharges may be applied in the event of a variation in transportation costs, exchange rates, government action or fees for certain services. Taxes and fares are subject to change on unpaid bookings. In this instance all amounts will be passed on to the passenger(s). If the increase is more than 10%, you will have the option to cancel your booking and obtain a full refund on all monies paid (excluding insurance & amendment fees) provided the cancellation is made in writing within seven (7) days of receiving the notice.
Amendments by customer
We will do our best to accommodate any changes that you may make after receiving your booking confirmation (subject to availability). All changes will attract a £40 administration fee plus any applicable airline cancellation or amendment f fees
Important Note: Name changes are not allowed and departure date changes are not always permitted by the carrier. Where possible we will make the necessary changes, however name changes are treated as cancellations and date changes will incur charges. If airline tickets have been issued, any changes made to a booking may mean paying the cancellation cost of the original ticket and purchasing a new tickets at full cost.
Cancellation by Customer
All cancellations must be received in writing by the person who made the initial booking resulting in a minimum loss of £150 per person (see below for further cancellation charges).
Cancellation Deadlines & Penalties:
Up to 12 weeks before the UK departure date
STSL will process all issued tickets through the normal refund procedure (via the airline) to determine the cancellation fees and refund the difference to the customer. Due to varying airline contracts and conditions the cancellation fees will vary. All cancelled bookings will result in a loss of the minimum £150 per passenger providing your airline ticket has not been issued.
Cancellations made within 12 weeks of UK departure are non-refundable and will be charged 100% of the total monies paid.
Amendments & Cancellation by Q Holidays
We reserve the right to amend or cancel your booking at any time without prior notice. Most of these changes are minor and we will advise you at the earliest possible date. However, we will not cancel your booking within eight (8) weeks of departure, except for reasons of Force Majeure (see Definition of Terms) or failure by you to pay the final balance.
If we have to make a major change (see Definition of Terms), we will inform you at the earliest possible date. You will have a choice of accepting a change of arrangement, therefore accepting a holiday of equivalent value or accepting a refund if the holiday is of a lower standard. If you cancel completely, you will be entitled to a full refund. Cancellation must be received in writing within seven (7) days of receiving the notice.
Complaints Procedure
Should any problem arise relating to your holiday booked with us, you should in the first instance make your complaint known to the relevant local supplier at the earliest opportunity. If they do not resolve the problem to your satisfaction, please contact our office during normal office hours by telephone or email. Should we be unable to address the problem whilst you are away, on your return to the UK you will need to contact our offices by email or letter. Your complaint should be in writing within 28 days of your return to the UK, to our Customer Services Department, Sackville Travel Services Ltd, 203, Stockwell Road, London, SW9 9SL or sales@sackvilletravel.com quoting your booking reference and all other relevant information. Please give clear and comprehensive information pertaining to the incident(s) you are complaining about. This will assist us to quickly identify your concerns and speed up our response to you. If you fail to follow this procedure this may affect your rights under this contract. All responses will be received within 31 days.
Behaviour
You will not be entitled to a refund if you are a) prevented from travelling by any person in authority who judges that you are unfit to travel and/or cause distress or disturbance to fellow passengers or airline/airport employees OR b) whilst at your accommodation, your behaviour is deemed to cause distress to other guests, employees or damage to property resulting the termination of your stay.
Passports Visas & Health Advice
All passengers must be in possession of a valid passport and visa where applicable. It is the passenger’s responsibility to ensure all visa and vaccination requirements for entry to the country you are visiting or transiting before travelling are met. STSL cannot be held responsible for costs incurred by you if you fail to be admitted to any country. Please check with the Embassy or High Commission for the country being visited or transited for the exact visa and health requirements. Some countries require a pre-authorised electronic travel permit completed on-line.
Data Protection
By making a booking with any company or brand within the Sackville Travel Services Ltd group, you agree to the use and disclosure of information given to us for the following purposes: To process your booking (when the information may be sent abroad), for the airline, for immigration, for market research, to prevent fraud and to enable us to contact you by letter, telephone or email with details of our services. If you purchase our travel insurance, we will pass your details to the insurers. We will never sell your information to a third party.
The lead passenger (or the person who made the first payment) agrees that their details will be displayed on all subsequent documentation. If this is not acceptable please advise us in writing and we will endeavour to meet your request, however if a booking needs to be split to facilitate this amendment, administration charges will apply.
Condition of Carriage
STSL accepts responsibility for the proper provision of elements of your holiday. However, STSL is recognised as an organiser for travel and holidays only and, as such, does not control or operate any airline, shipping company or rail company. When you travel by air, sea or rail, your journey may be subject to certain international Conventions such as the Warsaw Convention and Montreal Convention (in respect of international carriage by air), the Athens Convention (in respect of international carriage by sea) or COTIF (The Convention concerning International Carriage by Rail), as such conventions are amended or re-enacted from time to time. You agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. We recommend that you familiarise yourself and all fellow passengers with your airline’s Conditions of Carriage. Copies of these conditions are available on their websites. These conditions include information about delays, compensation, refusal of travel, carrying prohibited items in your luggage and the airlines full terms and conditions.
Financial Protection
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and /or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. Our ATOL number is 3347. For more information about financial protection and ATOL certificate go to:www.caa.co.uk. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).if we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
QHolidays is a trading name of Sackville Travel Services Ltd
Registered Office: 203 Stockwell Road London SW9 9SL
