TERMS AND CONDITIONS
(1) GENERAL
ClaphamTravel.com is
a trading name of Travel Centre Clapham Limited (TCC Ltd), a company registered
in England, company registration number 1390850. By using the site, you confirm
that you accept, and have the authority to accept, these Terms & Conditions
without modification, on behalf of all members of your party. If you do not
agree to all of the Terms and Conditions below then you are not authorized to
use this website.
This user agreement
is between you and TCC Ltd, and is governed by the laws of England and Wales,
and is subject to the exclusive jurisdiction of the courts of England and
Wales. Please read this carefully before using the site, making a booking or a
purchase.
(2) YOUR CONTRACT
We act as a disclosed
agent for third party suppliers, such as airlines, tour operators, car hire
companies, hotel companies, hotel aggregators and third party companies. This
means that, when you make a booking or a purchase, the contract for the product
is between you and the supplier. As such, the supplier's booking conditions
(including airlines’ conditions of carriage) apply to your booking, in addition
to those set out here. As we may use different suppliers for different
products, if you book more than one product with us you will have separate
contracts with each of the suppliers. Please make sure that you have read each
supplier’s conditions before completing your transaction with us, as they do
contain important information about your booking. You may request a copy of the
supplier's conditions from us. Please read your ticket wallet/ travel documents
for the airline’s conditions of carriage.
In a small number of
cases, for some products, we act as principal; in these cases the contract for
the product is between you and us. We will let you know in instances where we
act as principal.
All arrangements
which we provide or which are sold through us are not an offer by us to sell
any arrangements, but an invitation to you to make an offer to the suppliers of
the arrangements. We are free to accept that offer on behalf of those suppliers
or to reject it.
Liability
Where we act as agent
this means that we have no contractual liability to you in respect of the
product. TCC Ltd makes no representations or warranties (express or implied)
about the suitability or quality of
products and services featured on the site. As agent we accept no
responsibility for the acts or omissions of the supplier, or for the products
and services provided by them. However, we may still be liable to you if we
have been negligent, have misrepresented important information or have been in
breach of any other relevant law.
TCC Ltd does not
accept liability where failure to provide part or all of your booking, death or
personal injury is not caused by any fault of ourselves, our agents or
suppliers.
For international
travel by air, our liability will be limited in the manner set out in the
relevant international conventions.
TCC Ltd will not be
liable for any indirect or consequential loss of any kind arising out of your
use of this site or any of the products or services booked or purchased on this
site
(3) OTHER CONDITIONS
Your Obligations
You agree to be bound
by the following obligations, including without limitation:
You accept financial
responsibility for all transactions made under your name or account.
In order to make a
purchase you must be at least 18 years old, be purchasing for yourself and have
the legal capacity to make the transaction.
You must make sure
that all the information you provide to us is true and accurate. (Please ensure
that you notify us in writing immediately of any change to your address, email
address or telephone number).
Failure to supply
correct and complete credit or debit card details, including cardholder name/
billing address, may result in delays to the issue of your tickets, increases
in the fare, or at worst cancellation of the booking, so please ensure that the
details you give match those on the card/ statement.
You must not use the
website for speculative, false or fraudulent bookings.
The transmission of
threatening, defamatory, pornographic, political or racist material or any
material that is otherwise unlawful is expressly prohibited.
The site and any
content may not be modified, copied, transmitted, distributed, sold, displayed,
licensed, or reproduced in any way by you, except if you wish to make copies of
the website for your own personal and non-commercial use.
Communication from TCC Ltd
If we need to contact
you in respect of your booking or purchase, for instance regarding payment
queries, or any time changes, this will be done by email. It is therefore
imperative that any email account you provide at the time of booking is
regularly checked. TCC Ltd accepts no responsibility for any loss or
inconvenience caused due to failure to read or respond to emails we send you.
Supplier Conditions
You are responsible
for complying with any airline's terms, for example in relation to check-in
times, reconfirmation of flights and other matters. TCC Ltd accept no
responsibility for bookings cancelled due to non-compliance with the airline's
rules.
For scheduled flight
tickets there are additional terms which apply to each fare. These terms may
include, for example, conditions relating to changes, refunds, minimum and
maximum duration of stay. Generally, the more flexible the ticket, the more
expensive it is likely to be and you need to take various points into
consideration before deciding between the fares on offer.
The flights confirmed
on your ticket must be used in order of sequence (in the order set out in your
itinerary). If this requirement is not met, the airline may cancel any onward
flights, and you are unlikely to receive any refund.
Some airlines require
you to reconfirm each flight 72 hours prior to departure, and may cancel your
flight if you do not do so. If you fail to reconfirm you may be refused
permission to board the aircraft and you are unlikely to receive any refund. In
any case, TCC Ltd strongly recommends that you reconfirm all flights in this
way in case of last minute schedule changes.
Use of the Site
The site is provided
on an ‘as is’ and ‘as available’ basis. TCC Ltd accepts no liability in respect
of your ability to access or use the site at any time, or any interruption in
that access or use or any failure to complete any transaction.
TCC Ltd makes no
assurances that the site is free from computer viruses or other malicious or
impairing computer program which may cause loss or damage.
Information on the Site
TCC Ltd endeavours to
ensure that the content on the site, whether provided by us or not, is
accurate. However TCC Ltd does not guarantee that information on the site
(including without limitation prices, descriptions or dates) is free from
errors or omissions, or that it is suitable for your intended use.
We will use all
reasonable endeavours to correct any errors or omissions as soon as practicable
once they have been drawn to our attention.
TCC Ltd offers all
general information on the site for guidance only. We may change at any time
any aspect of the site or its content, including the availability of any
suppliers, features, information or content. You need to check with the
relevant supplier, embassy or tourist office to confirm that the information is
up to date.
Unreasonable Behaviour
You must ensure that
you do not behave in a way which is inappropriate. If in the reasonable opinion
of a person in authority, your behaviour is disruptive, dangerous or annoying
to other people or property, we and/or the relevant supplier may cancel your
booking. In such circumstances your contract with TCC Ltd will end immediately
and neither we, nor the travel supplier, will be responsible for you.
Further, you will not
be eligible for any refunds, compensation or reimbursement of any expenses
which you incur because of termination of the contract. You will be liable to
reimburse us for any expenses we incur resulting from such termination.
The www.travelcentreclapham.com
website contains links to websites owned and operated by third parties. Such
linked websites are not controlled or maintained by us; as such TCC Ltd has no
responsibility in relation to the accuracy, completeness and quality of the
information contained within them. Our links with other websites should not be
construed as our endorsement, approval or recommendation of the owners or
operators of those sites. Your dealings with those parties are solely between
you and such party and TCC Ltd does not take any responsibility for the linked
websites, the contents of such websites or any products or services offered on
these sites; or the operations or actions of the owners/ operators thereof. TCC
Ltd shall not be liable for any loss or damage caused by use of or reliance
upon any content, goods or services available on linked websites.
You should direct any
concerns regarding any external link to the administrator of that site.
Data Protection
In the UK we operate
in accordance with applicable data protection legislation.
The booking
information that you provide to us will be passed on only to the relevant
suppliers of your booking arrangements or other persons necessary for the
provision of your booking arrangements. The information may therefore be
provided to public authorities such as customs or immigration if required by
them, or as required by law. This applies to any sensitive information that you
give to us such as details of any disabilities, or dietary and religious
requirements. Certain information may also be passed on to security or credit
checking companies. If you are travelling to the United States, the US Customs
and Border Protection will receive this information for the purposes of
preventing and combating terrorism and other transnational serious crimes.
If you travel outside
the European Economic Area, controls on data protection may not be as strong as
the legal requirements in Great Britain. If we cannot pass this information to
the relevant suppliers, whether in the EEA or not, we will be unable to provide
you with a booking. By making a booking, you consent to this information being
passed on to the relevant parties. Full details of our data protection policy
are available on request.
Changes to these Terms & Conditions
TCC Ltd reserves the
right to amend these Terms and Conditions from time to time without prior
notice. Any changes will be effective immediately they are displayed on the
site. By continuing to use the site following such changes, you will be deemed
to have accepted the revised Terms and Conditions.
Pricing
All our prices are
quoted in British Pounds Sterling.
All fares quoted at
the 'confirmed quotation' stage include pre-payable taxes and applicable
transaction fees. These are added together to form your final quotation.
If the fare includes
a checked baggage allowance, this may vary according to the airline,
destination and class of travel. Anything above your free checked baggage
allowance is likely to be classified as excess baggage, which is carried on a
standby basis and liable to additional charges.
Some airlines,
particularly “no frills” and charter carriers, now charge separately for items
such as checked-in baggage, meals, and advance seat assignments. Where the
airline charges for items of this nature, they are not included unless
explicitly stated at the time of booking. Often these items cost less if added
at the time of booking, and with certain carriers you may be given the option
to prebook some of these services during the booking process. Please note
however that it is not possible for us to include every pre-bookable service
with every carrier, therefore if you require a particular additional service it
is your responsibility to contact us to check whether this is included (or can
be added).
Please
note that for some destinations a departure and/or arrival tax is payable
locally. It is the passenger’s responsibility to pay such taxes, and TCC Ltd
accepts no responsibility for denied boarding resulting from failure/ inability
to pay such taxes.
The price you pay for
your travel arrangements is likely to include a booking/ transaction fee made
by TCC Ltd. This is our fee for making and administering your booking, and is
non-refundable. The booking fee is likely to be higher for reservations made by
telephone where the booking could be made online.
Service fees are also
charged for other forms of administration, including, but not limited to,
reservation changes and refund applications.
Prices are subject to
change without prior notice. Should the fare for your journey be changed by the
supplier/s with which you are due to travel, or if we discover that the fare
you have paid is incorrect, prior to the start of your journey, we will do our
best to notify you as soon as this comes to our attention. In such
circumstances, you will be liable for any difference in cost. The airline may
refuse travel if the correct fare has not been paid. Alternatively we may
cancel the contract, without any liability to you.
Where we book a
product priced in a different currency, we reserve the right to include an
additional amount to cover the costs of currency conversion and exchange rate
fluctuations.
Denied Boarding, Flight Delays and Cancellations
Under EC Regulation
261/2004, if you are travelling into/ out of the European Union, or on an EU
airline, you may have rights which you can assert against the airline if your
flight is cancelled, delayed, or if you are denied boarding.
Details of these
rights are available from airlines and are also displayed at European airports.
Any payment/
reimbursement in such cases is the responsibility of the airline.
Community List
Under European
regulations we are required to bring to your attention the existence of a
Community List of air carriers which are subject to an operating ban within the
EU. The list can be viewed at www.ec.europa.eu/transport/air-ban/list_en.htm.
Customer Protection
TCC Ltd holds an ATOL
(Air Travel and Organiser’s Licence) licence, ATOL 4091, issued by the CAA
(Civil Aviation Authority) for your protection.
The information below
applies only if you are a resident of the United Kingdom (excluding Channel
Islands and Isle of Man).
Many of the flights
and flight-inclusive holidays on this website are financially protected by the
ATOL scheme. But ATOL protection does not apply to all holiday and travel
services listed on this website. Please ask us to confirm what protection may
apply to your booking. When you buy an ATOL protected flight or flight
inclusive holiday from us you will receive an ATOL Certificate. This lists what
is financially protected, where you can get information on what this means for
you and who to contact if things go wrong. If you do not receive an ATOL
Certificate then the booking will not be ATOL protected. If you do receive an
ATOL Certificate but all the parts of your trip are not listed on it, those
parts will not be ATOL protected. Please see our booking conditions for
information, or for more information about financial protection and the ATOL
Certificate go to www.atol.org.uk/ATOLCertificate
We have arranged ATOL
protection for our Flight Plus holidays (our Air Travel Organiser’s Licence
number is 4091). A Flight Plus is where you purchase through us, at the same
time or within a day of each other, a flight originating in the UK plus
overseas accommodation and/or car hire from separate suppliers (i.e. not a
package holiday). For bookings to be covered under the Flight Plus rules:
- The accommodation
and/ or car rental component must be for check-in/pick-up and
check-out/drop-off dates which are the same as, or fall within, the flight
dates;
- The accommodation
and/ or car rental must be the same as, or have relevance to, the airport
destination of the flight;
- The trip must be
over 24 hours duration and include an overnight stay.
On all Flight Plus
holiday arrangements, your money is ATOL protected meaning that you will be
able to continue with your holiday or receive a refund of the amount paid to us
in the unlikely event of our insolvency or the insolvency of your service
providers. Please note however that we have no liability beyond that for
insolvency as set out in the ATOL scheme, because we act as agent of the
suppliers.
For eligible Flight
Plus holidays, a £2.50 per person ATOL Protection Contribution (payable to the
Air Travel Trust Fund) is automatically included in the cost of your booking.
In respect of our
Flight Plus holidays, we are obliged to tell you:
* 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.
If you cancel any
component of your Flight Plus arrangements, resulting in the booking no longer
constituting a Flight Plus, the remaining booking will be considered as an
individual booking and will no longer qualify for ATOL protection under Flight
Plus regulations.
4)MAKING A BOOKING / BOOKING DETAILS
All travel products
and services featured on the site are subject to availability.
Flight times shown
use the 24 hour clock system, are always in local times and are estimates only
– these may be subject to change due to, for example, air traffic control
restrictions etc.
When a booking is
made all details will be displayed on screen (or read back to you if booking by
phone). It is imperative that you ensure these details are correct before
confirming your booking. Please ensure that the passenger names you provide are
the same as in the relevant passport. Once you have confirmed these details we
will proceed to confirm the booking with the 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 may incur additional
charges.
Please enter all
names in the standard Roman alphabet without accents or other punctuation
marks, such marks cannot be shown on your tickets. Entering characters with
accents etc. may corrupt your booking and cause names to appear incorrectly on
your reservation/ tickets.
For scheduled
flights, you must read the fare rules applicable to each ticket. You can find
the applicable rules on the TCC Ltdwebsite as you progress through the purchase
path.
It is essential that
at the time of booking you ensure the fare type booked is suitable for your
requirements. By confirming your booking, you will be deemed to have read and
accepted, and be bound by, the rules applicable to the fare booked.
Please note that some
itineraries may require change/s of aircraft en route. Some flights which are
classified as 'direct' may still have stops en route. This information will be
shown during the booking process.
Note that where
transfers are necessary between different airports/ terminals, any charges for
these are at your own expense.
Please note that a
small number of airlines do not maintain 'real time' seat availability in the
computer system. Whilst every effort is made to reflect the true situation,
instances may occur where airlines are unable to confirm reservations, even
though a booking reference may have been allocated. TCC Ltdwill advise you
within two working days if this is the case and will do everything possible to
offer alternative options.
Further, there is a
small number of airlines, which participate in the GDS/CRS, but do not
participate in the UK Ticketing Plan. In the unlikely event that you purchase
tickets from an airline that does not participate in the UK Ticketing Plan, TCC
Ltd will be unable to issue the relevant tickets due to ticketing restrictions
outside our control, and will have to reject the reservation. In such cases we
will endeavour to notify you within two working days, offer a full refund or
assistance in looking for alternatives.
In either instance we
will not be liable for any additional costs incurred in having to purchase new
tickets at a higher fare. In the event that the airline does not participate in
the UK Ticketing Plan and TCC Ltd terminates the reservation, a full refund
will be made of any money paid.
TCC Ltd does not
accept bookings for passengers aged under 18 years old, unless accompanied by
another passenger aged 18 years or over on all flights in the itinerary.
TCC Ltd is unable to
accept bookings where passengers intend to travel with livestock of any kind.
Special Requests
We are happy to
forward details of any additional requirements you may have (for example
seating or diet preferences, assistance, etc.) to the relevant travel supplier.
These are treated as special requests, and as such fulfilment of these requests
cannot be guaranteed.
If you require
specific seats, you are advised to check in early. TCC Ltd has no control over
seat allocations.
In relation to
airline frequent flyer schemes, we are happy to insert your card number in the
booking. Please bear in mind that not all fare types permit the accrual of
frequent flyer miles; please check with the relevant airline before confirming
your booking. You are advised to keep boarding card stubs in case of subsequent
query.
Special Assistance/ Medical Requirements
If you require
special assistance (for example due to disability, or if you are of reduced
mobility), you should notify us at the time of booking. It is imperative that
you make clear the nature and level of assistance required so that we can
ascertain whether this is possible and pass the appropriate request to the
travel supplier.
We do not guarantee
any requests for special assistance, but will pass these to the travel
supplier. It is your responsibility to confirm with the travel supplier whether
such special requests can be fulfilled. We will not subsequently be liable to
you for any losses you incur if we or our suppliers are unable to fulfil your
requirements.
Travel suppliers may refuse to honour your reservation if your request
for assistance does not reach them in sufficient time before travel (typically
48 hours), or if your carriage would breach safety rules. Particularly on
smaller aircraft, there may be restrictions on the number of disabled
passengers permitted to travel.
We also draw your
attention to the following, which we recommend that you check before making a
booking: some airlines may make a charge for providing assistance/ special
services
- airlines may
require that passengers with certain medical conditions obtain a medical
clearance from the airline’s doctor, and/ or are accompanied by a companion
- if you will be
travelling with medication or medical equipment, we recommend that you travel
with a doctor’s letter confirming the type of medication and the condition it
is for. Please check before travel if any safety or security restrictions apply
to any medication/ medical equipment you intend to take
Pregnancy
If you will be
travelling while pregnant, please note that regulations apply to the carriage
of passengers who are more than a certain number of weeks pregnant at the time
of travel. These regulations vary between airlines, so it is your
responsibility to check the airline’s policy before making a booking.
In some cases travel
may not be permitted, or you may be required to travel with a doctor’s letter,
or even obtain a medical clearance from the airline.
You must ensure that
your travel insurance covers you if you are pregnant.
We recommend that you
also confirm with your doctor before booking that you are fit to travel.
Travelling with Infants
Airlines require that
infants must be of a minimum age (typically six weeks) before they will be
permitted to travel. Please ensure that you are aware of the airline’s policy
before making a booking.
Infants must sit
on an adult’s lap or occupy an infant seat – please contact the airline you are
traveling with for details of appropriate seats.
To qualify for an
infant fare, the infant must generally be under two years old on the date of
return travel.
If an infant’s second
birthday occurs between the departure date and the return date of his/her trip,
some airlines may enforce payment of a child fare for the entire journey. This
policy may vary from airline to airline. It is your responsibility to check the
airline’s policy before making a booking.
Children aged two
years or above must occupy a seat.
5) PAYING FOR YOUR BOOKING
Payment can be made
by the various debit or credit cards stated on the site. TCC Ltd may be
required to pass your card details to the relevant supplier for fulfilment of
the booking.
Unless explicitly
stated otherwise at the time of booking, full payment for all travel services
booked through us is required at the time of booking. Payment can be made by debit
or credit card, however we reserve the right to apply a surcharge for all
credit card transactions and any cards, whether debit or credit, that are not
issued by a United Kingdom financial institution.
In a small number of
cases, it may be possible to reserve certain travel products (for instance
charter flights) by paying a deposit. This facility will be offered at our
absolute discretion. If a deposit can be accepted for your booking, we will
advise you at the time of booking the exact amount required. In these cases, it
is your responsibility to ensure that final payment reaches us by the balance
due date (usually 12 weeks before departure). If you are booking for more than
one person, you accept responsibility for making payments due from each member
of your party. No responsibility is accepted by us for cash or cheques sent by
post. If, in spite of our reasonable efforts to contact you, balance payment is
not received by the due date, we reserve the right to cancel your booking, and
any deposit paid will be forfeited by you. You will also be liable for any
resulting cancellation charges not covered by the deposit.
We reserve the right
to cancel bookings before or after ticket issue if payment is declined by the
card issuer, or if incorrect card details or billing information have been
supplied.
TCC Ltd will not be
liable for any increase in fare due to payment failure.
Further, in an effort
to minimise the effects of credit card fraud, we reserve the right to carry out
random checks, including checks of the electoral roll, and may request you to
either fax or email to us proof of your address and a copy of the credit/ debit
card and recent statement, or a copy of the cardholder's and/or passenger's
passport/s, before issuing any tickets. We reserve the right to insist that
travel documents be sent to the billing address of the card used to pay for the
booking.
TCC Ltd reserves the
right to pass on any charges relating to card chargebacks.
As a British company
it is not always possible for us to successfully complete the necessary
security and identity checks on cards which are registered to billing addresses
outside the United Kingdom. If you make a booking using a credit card
registered outside the UK, we reserve the right to reject your booking if we
are unable to satisfactorily complete the relevant checks.
When booking travel
products online, an authorization is taken on your debit or credit card for the
cost of the booking. The money is not debited from your account at this stage,
the system just checks that the relevant amount is available and reserves the
funds. When we have completed the necessary card security checks, and are ready
to issue your tickets, we then claim payment from the card issuer using the
existing authorization code.
If for any reason we
are unable to accept your booking, or if your booking fails to complete, any
authorization code will be cancelled by us as soon as possible. However it may
take several days for your card issuer to reflect that cancellation on your
account. TCC Ltd cannot accept responsibility for any delays in you being able
to access these funds. In addition, we are unable to enter into any dialogue
with banks / card issuers in respect of queries regarding cancelled
authorizations.
(6) MANAGING YOUR BOOKING
Cancellations / Amendments by You
Any cancellation or
amendment you wish to make to your booking will be subject to the relevant
supplier's conditions. Some travel products are non-refundable and/ or
non-changeable; in other cases it may be possible to amend or cancel your booking
subject to a penalty charge.
It must be emphasised
that the vast majority of airline tickets are non-transferable, and as such
name changes are not normally permitted. It is therefore essential that you
enter passengers’ names as per passport at the time of booking.
For online scheduled
flight bookings, the rules regarding cancellations and amendments for the fare
purchased are shown during the booking process, please ensure you read these
carefully.
TCC Ltd, as agents
for the travel suppliers must abide by their airlines’ terms and conditions –
we are unable to deviate from the fare rules/ supplier’s conditions.
Where changes or
refunds are permitted, TCC Ltd will apply administration fees (in line with our
current rates) in addition to any fees charged by the supplier, if you ask us
to amend or cancel your booking. This is to cover the costs we incur in
administering cancellations and amendments.
Any request to amend
or cancel a reservation must be notified to TCC Ltd in writing, and cannot be
actioned until received by us. Requests received outside our opening hours
cannot be processed until we reopen the next working day, and if we need to
contact the travel supplier to effect the change/cancellation, until we are
able to contact them.
Cancellation
If you wish to cancel
your booking and attempt to claim a refund, please telephone/ email us in the
first instance, so we can advise you if the conditions of your travel
arrangements permit any refund. If you wish to proceed with the cancellation,
you must notify us in writing. (If you do not advise us of your intention to
cancel a booking before the scheduled departure time, or do not check-in, this
will be recorded by the airline as a 'no show' and is likely to result in the
forfeit of all monies paid). Some airlines do not permit cancellation within 24hrs
of departure, any cancellation within 24hrs of departure will then be
interpreted as a no-show.
Where a refund is
permitted, this may take some time, typically 10-12 weeks, to be authorized by
the airline.
If paper tickets have
been issued for your booking, these must be returned to us before any refund
can be made. Some tickets may need to be submitted by us to the airline for a
refund to be authorized. We recommend that you return tickets to us by Recorded
Delivery, at the address below (see 'Contacting TCC Ltd').
Once authorized, any
refund will be made to the debit or credit card used to make the original
booking. It is vital that you advise us when you cancel the booking if that
card is no longer valid.
Any refund made will
be nett of any cancellation charge from the airline or tour operator. Many
airlines also charge an additional fee to process refunds. Refunds of any kind
will also be subject to TCC Ltd's usual administration fees. Booking fees,
credit card charges, postage costs and any amendment fees you may have paid for
any previous changes are also non-refundable.
In the case of
non-refundable scheduled flight tickets, it may be possible to claim back any
unused taxes. Please note that not all taxes are refundable. Fuel surcharge,
part of the applicable taxes, is non-refundable. Some airlines do make a fee
for processing such requests, and in some cases the charge exceeds what you
would get back. Please ask for details when you cancel your booking.
Cancellation charges
may be covered by your travel insurance policy, so we can, on request, provide
a letter confirming the non-refundable amount should you wish to make a claim.
Most airlines will
not make a refund on partially used tickets.
Tickets returned to
us more than a year after their issue are classed as expired and must be
submitted to the airline for a refund to be considered. A refund is not
guaranteed in these cases, but TCC Ltd will apply usual administration fees
regardless of the outcome.
Amendment
If you wish to change
your booking, please telephone/ email us in the first instance, so we can
advise you if the conditions of your ticket permit any changes. If a change is
permitted, we may ask you to confirm in writing that you wish to change the
booking.
Any changes are
subject to availability, limitations and restrictions of the relevant travel
supplier.
If a change increases
the cost of your booking, you will need to pay such extra costs.
Changes of any kind
will also be subject to TCC Ltd’s usual administration fees.
Cancellations / Amendments by the Travel Supplier
Airlines reserve the
right to make time changes, or in rare cases, to cancel flights, for
operational reasons. Whilst TCC Ltd is not responsible for, and has no control
over, such changes, we will do our best to assist when such situations arise.
In the unlikely event
that your flight is cancelled by the airline or tour operator, your rights and
remedies will be governed by the supplier’s conditions/ airline’s conditions of
carriage. As a result you may be entitled to:
(a) carriage on
another flight with the same airline without additional costs;
(b) re-routing to
your destination with another carrier without additional costs;
(c) a full refund;
(d) some other right
or remedy.
In the event of
schedule changes made prior to commencement of your journey, it is not always
necessary to have your tickets reissued or revalidated, but we will advise you
should this be necessary.
TCC Ltd takes no
responsibility for any flight rescheduling en route.
(7) FORCE MAJEURE
We accept no
responsibility for and shall not be liable in respect of any loss or damage or
alterations, delays or changes arising from unusual and unforeseeable
circumstances beyond our control, such as war or threat of war, civil strife,
industrial dispute including air traffic control disputes, terrorist activity,
natural and nuclear disaster, fire or adverse weather conditions, epidemic,
technical problems with transport, closure or congestion of airports or ports,
cancellations of schedules by scheduled airlines. You can check the current
position of any country by telephoning the Foreign and Commonwealth Office’s
Travel Advice Unit on 0845 850 2829
(8) INSURANCE
Many suppliers
require you to take out travel insurance as a condition of booking with them.
In any case, we strongly recommend that all our customers arrange adequate
travel insurance for the duration of the trip, since circumstances may arise
where neither TCC Ltd nor the supplier are liable.
It is recommended
that insurance is taken immediately upon making the booking, 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. In most cases cancellation fees will
apply if you need to cancel your booking before you travel.
(9) TICKETS
General
The type of tickets
which will be issued for your booking depends on the airline and route you are
booking. The majority of airlines are increasingly issuing electronic tickets,
and TCC Ltd will issue electronic tickets whenever the itinerary permits (airlines
now insist that e-tickets are issued in these circumstances). For a small
number of charter flights, paper tickets are still issued; such tickets will be
sent by normal post.
Due to IATA's
withdrawal of paper tickets from all IATA travel agents effective 1st June
2008, only e-tickets may now be issued for scheduled flights. There may be a
small number of cases where an e-ticket cannot be issued (further details may
be found in our FAQ section). In these instances, TCC Ltd will endeavour to
notify you within 2 working days, and let you know what alternative options may
be possible.
For scheduled
flights, if an e-ticket is not possible for your booking, and the airline is
able to issue a paper ticket on our behalf, you will be given a choice of
delivery options (extra charges may apply):
Recorded Delivery –
tickets sent by this method should reach a UK address within 5 working days
Special Delivery –
tickets sent by this method should reach most UK addresses by 1.00 p.m. the
next working day, if the booking is made before 3.30 p.m. (Certain areas of
Scotland and the Guernsey Bailiwick may not be guaranteed until up to 3 working
days later, by 5.30 p.m.) This service is not available on Saturdays, Sundays
or Bank Holidays.
All of the above
delivery methods require a signature – if no one is available to sign for the
tickets, the postman will leave a card and the tickets will be taken back to
the sorting office.
TCC Ltd does not post
paper scheduled flight tickets other than to addresses in the United Kingdom,
Channel Islands and Republic of Ireland. TCC Ltd is unable to arrange tickets
on departure for scheduled flights.
If you require your
tickets by a particular date, please let us know at the time of booking and we
will do our best to assist.
You should ensure
that you travel with your booking confirmations, e-tickets and any other travel
documentation at all times. We will not be liable for any supplier not
providing you with the booked product or service if you do not produce such
documentation.
Lost Tickets
If you lose your
paper tickets, you must notify us as soon as possible. It may be possible to
reissue them for a fee (depending on the airline's/ supplier's rules). If so,
the cost may depend on the circumstances of the loss and how close to the
departure date you discover it. In all cases, the charge, and procedure to be
followed, will vary according to the airline's policy. TCC Ltd reserves the
right to charge fees to cover the administration costs of this.
However, not all
tickets can be reissued, in which case you may need to purchase a completely
new ticket. If a lost ticket cannot be reissued, a refund can be requested from
the airline: any refund is at the airline's sole discretion and is not
guaranteed. Such refunds may take up to a year to be authorised by the airline.
Non-Delivery / Non-Receipt of Tickets
It is your
responsibility to advise us if you do not receive your tickets/ e-tickets.
TCC Ltd cannot accept
responsibility if you fail to receive your e-tickets due to providing an
inaccurate email address or your junk email settings. We recommend that you add
flights@travelcentreclapham.com to
your safe list.
Once documents leave
our offices we will not be responsible for their loss unless such loss is due
to our negligence. If tickets or other documents need to be reissued all costs
must be paid by you.
TCC Ltd will not
accept responsibility if Royal Mail (or other postal agency) fails to deliver
your tickets. If any reissue charges apply, you will be asked to pay these and
claim the money back from Royal Mail. (The only exception to this is where
scheduled flight tickets sent by Special Delivery are not delivered – please
contact us for details).
TCC Ltd cannot accept
responsibility for non-delivery of paper tickets where an incorrect/ incomplete
address has been provided, or where the recipient has not collected tickets
from the sorting office in time. Where this results in tickets not reaching the
passenger in time for travel, any reissue charges imposed by the airline will
be passed back to the customer, as well as our administration charges (see
'Lost Tickets' above).
Where undelivered
tickets are returned to TCC Ltd by the post office, TCC Ltd reserves the right
to charge further postage fees for re-sending your tickets.
APIS
All airlines are
required to collect Advance Passenger Information from passengers before travel
to or from the USA and certain other countries. You agree to supply this
information and consent to TCC Ltd passing this information to the airlines who
may onward disclose it to foreign authorities. If you do not supply Advance
Passenger Information, you may be refused entry to these countries. It is also
important that the information is accurate so that you do not have any delay
when you pass through Immigration on arrival in these countries. The
information you will be asked to provide will depend on the country you are
visiting but will include passport information, city and country of residence
and destination address if travelling to the USA (for all travellers on your
booking). If you are travelling to a country that requires Advance Passenger
information, TCC Ltd will ask you to fill out this information on the
confirmation page after you have completed your booking. If you do not have the
information to hand, TCC Ltd will send you an email confirmation containing a
link where you can enter the information manually at any time before your
departure.
(10) PASSPORT / VISAS / HEALTH REQUIREMENTS
It is your
responsibility to ensure that you understand and comply with all the passport,
visa and health requirements of all the countries involved in your itinerary
(including those that you transit).
It is your
responsibility to ensure that you are in possession of a valid passport for
your journey. Your passport must also be legible and intact. When making your
booking you must ensure that the names you provide match those shown on the
passengers’ passports. Most countries require that your passport is valid for a
period of at least six months after your return travel date: we recommend that
you check with the embassy to confirm exact requirements.
It is strongly
recommended that children hold their own individual passports; where a child is
still included on a parent's passport you are advised to check that this will
be suitable for the destination you are visiting before making a booking.
Many countries still
require passengers to obtain a visa, and in some cases transit visas may be
required for countries which you pass through en route to your destination
(even when you do not leave the aircraft). TCC Ltd can provide general
information about the passport and visa requirements for your trip.
Alternatively, for the most up to date information, we recommend that you
contact the embassies of the countries you are travelling to/ through. We
recommend that you do this well in advance of travel, as visas for certain
countries can take some time to obtain.
Some countries also
have additional immigration requirements, for example South Africa requires
passengers to have at least 2 blank pages in their passports. For travel to the
USA, a machine-readable passport is required, among other requirements, details
of which may be found at www.usembassy.org.uk. Most destinations will require
proof of return travel.
Certain countries may
also require additional documents to be produced if a child is not travelling
with both parents. If this affects you it is your responsibility to ensure that
you check with the relevant embassy before travel and meet all relevant
requirements.
Please take special
note that for all air travel within the British Isles, airlines require
photographic identification of a specific type. Please ask us for full details.
Regarding health, you
are strongly advised to check with your GP prior to travel for up to date
information regarding vaccinations which may be required or recommended for
your destination/s. Please note that some countries may require proof of
certain vaccinations as a condition of entry. We can provide general
information about any health formalities required for your trip but you should
check with your own doctor for your specific circumstances.
Please note that
health and immigration requirements can change at short notice.
Neither TCC Ltd nor
the suppliers can accept any responsibility if you are denied boarding or are
deported due to failure to comply with the above. You will be responsible for
any costs that you or TCC Ltd have incurred as a result of such failure.
(11) SUPPLY OF TESTING SERVICES
These terms and conditions set out the
basis on which TCC Ltd is prepared to supply genetic testing services
(“Services”) to any individual customer (“you”, “your”) who purchases a test
kit via our website at www.travelcentreclapham.com. In these terms and
conditions, we sometimes refer to you and us together as the “parties”, and to
either of the parties individually as a “party”.
The contents of each order for genetic
testing, and all associated saliva samples, that are submitted by you to us via
the Site (“Order”), and these terms and conditions together, constitute the
whole agreement between you and us in relation to each Order to the exclusion
of all other terms and conditions.
By browsing the Site, creating an
account and/or submitting any Order, you hereby agree to be bound by these
terms and conditions.
We reserve the right to amend these
terms and conditions from time to time. Any such amendments shall come into force
30 days after they have first been posted on the Site and shall apply to all
orders submitted by you thereafter.
By submitting any Order, you acknowledge
that you have not relied on any statement, warranty or representation other
than those made in these terms and conditions.
If we have to contact you, we will do so
by telephone or by writing to you at the email or postal address that you
provided to us in your Order.
The sampling process
Home testing: The home self testing
swab involves the swabbing of the tonsils and with the same cotton bud, you do
a nasal swab as far as is comfortable. Instructions leaflet will come with the
test kit.
Dispatching
your sample for analysis:
Once the sample is taken, carefully
package the kit per instructions provided and seal the box in the prepaid 24hrs
tracked polylope. You will received the result for the tests in the evening of
the day that the sample has been delivered to the lab.
Type of
Lab test undertaken:
Nucleic acid amplification test (NAAT)
PCR testing
method:
Quantitative Reverse Transcription PCR
(RT-PCR) which is a test that targets the nucleocapsid gene (assay N1) and the
envelope gene (assay E) of SARS-CoV-2. We work in close partnership with a
UKAS accredited lab and ISO 17025 compliant, Salient Bio Labs.
We make reasonable efforts to ensure
that the content on our site is complete, accurate, and up-to-date. We do not,
however, make any representation, warranties or guarantees (whether expressed
or implied) that the content on our site constitute advice on which you should
rely. Therefore, further professional or specialist advice should always be
sought before taking any action relating to the planning or delivery of your
treatment or care.
Provision of the Services
In consideration of your payment of the
fees, and any applicable VAT, specified on the Site in respect of each Order
using the online payment tools made available on the Site, and provided that
you comply with the detailed sample submission instructions that accompany the
test kit that we supply to you, we shall:
* use reasonable endeavours to provide
the Services in accordance with these terms and conditions and all applicable
laws and regulations;
* use reasonable endeavours to complete
each of the tests comprised in the Order within the time periods specified for
each such test on the Site; and
* arrange for delivery of the results of the Services (“Results”) in
such format and manner as specified on the Site.
* We warrant that the Services will be
supplied using reasonable care and skill using suitably qualified personnel.
* You may change your mind about whether
to proceed with an Order provided that you do so within 14 days of placing your
order. Provided that you return the test kit to us at your own cost, we will issue
a refund for the price paid, bar postage. Your right to change your mind and
receive a refund ceases automatically once you have either made use of the
Booking Reference issued on the UK government’s website, unsealed the package,
registered or otherwise used the test kit, or a period greater than 14 days has
elapsed since you received the test kit.
Age Restrictions
We can only provide the test kits to 18 years old or above for self
swabs. If any person under the age of 18yrs is required to have a test done,
the swab must be taken by an adult who is over the age of 18 yrs.
You
acknowledge and agree that:
* no genetic test is 100% accurate and
that we exclude all liability for inaccuracy of Results to the fullest extent
permitted by law;
* all intellectual property rights of
TCC Ltd used in the performance of the Services are and shall remain the
exclusive property of TCC Ltd or its licensors or suppliers; and
* all intellectual property rights in
the Results shall vest, upon creation, in TCC Ltd
(12) COMPLAINTS
We want you to be
completely satisfied with the travel arrangements you make with TCC Ltd, from
making your initial enquiry until the completion of your travel arrangements.
In the unlikely event that you have a complaint, please contact us by telephone
in the first instance and we will do our best to assist.
In some cases, we may
be unable to provide a response on the spot. You may be asked to submit full
details in writing (either by post or email) so that we can investigate your
complaint fully.
If you have a problem
whilst you are travelling, we recommend that you report this to the supplier or
their local agent immediately. If you fail to follow this procedure there will
be less opportunity to investigate and rectify your complaint.
Please notify us of
any complaints within 30 days of your return.
(13) SERVICE CHARGES
We apply a service charge
for certain services we provide. These charges are non-refundable. These are in
addition to any fees charged by the supplier.
(14) CONTACTING TCC Ltd
If you wish to
contact us, you may do so by any of the following methods:
By email at: flights@travelcentreclapham.com
By telephone: 020
7720 8701 or (from outside the UK) +44 20 7720 8701. The cost of the call may
vary dependent on where you are calling from and your telephone provider.
Telephone calls may be recorded for training purposes.
By post: Travel
Centre Clapham Ltd, 12 The Pavement, Clapham Common, London, SW4 0HY
In order for us to
assist with your query as quickly as possible, please make sure that you have
all the relevant booking details to hand before you call us. In any written
correspondence please state your booking reference. In most cases we can only
discuss reservations with the person who made the booking, or one of the
passengers on a booking.