TERMS & CONDITIONS OF BOOKING

 

HOLIDAYS & SHORT BREAKS • EVENTS • DAY TRIPS • THEATRE • CONCERTS

Reays Coaches Limited (“the Company”)

 

Please read the following terms and conditions carefully.  These terms and conditions of booking set out the terms on which Reays Coaches Limited, a company incorporated in England and Wales with Company number 03910309 whose registered office is at Strawberry Fields, Syke Park, Wigton Cumbria CA7 9NE (‘hereafter referred to as ‘we’, ‘us’, ‘our’) will provide services to you. In these terms ‘you’ and ‘your’ means all persons named on the booking or any one of them as the case may be (this also includes any persons who are added or substituted to a booking at a later date).   

 

These terms and conditions of booking supersede any terms (either written or verbal) that may have been provided to you previously.

 

1. PROVISIONAL BOOKINGS (intimated bookings upon which no deposit has been paid).

 

1.1 We can only accept provisional bookings on particular trips which do not include entrance tickets. Entrance tickets are only allocated on receipt of a full booking.

 

1.2 Where a provisional booking can be accepted by us, a provisional booking will hold a potential event for a maximum period of 7 days from the date the provisional booking was made by you. You must ensure that we receive the required deposit or full prepayment for the event you have chosen within this period in order for the booking to be confirmed by us to you. Should we not receive the required deposit or full prepayment, we shall be entitled to cancel the provisional booking made by you without further notice to you.

 

2. YOUR BOOKING

 

2.1 By placing a booking with us, the lead name on the booking (“the Lead Passenger”) warrants that:-

 

a) he or she is aged 18 or over;

b) is legally capable of entering into binding contracts; and

c) accepts on behalf of the whole party these terms and conditions of booking.

 

2.2 The booking shall only be deemed to be accepted when we issue a written confirmation (including email) (“Booking Confirmation”) to the Lead Passenger. The Booking Confirmation will be issued to the Lead Passenger within 7 days of receipt by us of the initial deposit or full prepayment (as advised by us to you).  It is only upon issue of a valid Booking Confirmation to you that a valid and binding legal contract will be formed between you and us. 

 

2.3 Clients are reminded to check all details of their Booking Confirmation carefully to ensure everything is correct. Please notify us of any incorrect details as soon as possible and in any event within 7 days of the issued Booking Confirmation (and at least 72 hours prior to the departure date). We cannot accept any liability if we are not notified of any inaccuracy in the Booking Confirmation or any other travel document within this 7-day period.  We will do our best to rectify mistakes you tell us about outside of this 7-day period but you must pay any costs incurred in doing so.

 

3. PAYMENT & DEPOSIT

 

3.1 A deposit will be payable at the time you place your booking. The deposit paid by you is part payment of your booking. Please note that accepting a deposit does not mean a legally binding contract between us is formed.  A legally binding contract is only formed upon issue of a Booking Confirmation as set out in clause 2.2 above.

 

3.2 We must receive full payment of the booking (including all applicable charges) as set out in your Booking Confirmation no later than 56 days before the departure date (“Balance Due Date”). We are not obliged to issue payment reminders to you. You can make part payments against your outstanding balance at any time between making the booking and the Balance Due Date but for the avoidance of doubt, full payment of your booking must be received no later than the Balance Due Date.

 

3.3 For bookings made after the Balance Due Date the full payment of the booking is due at the time you place a booking with us.

 

3.4 If the full payment is not received by the Balance Due Date, we will assume that you wish to cancel your booking and we reserve the right to treat your booking as cancelled by you from that date.  We will apply the cancellation charges in accordance with clause 4 below.

 

3.5 While the Company will endeavour to inform the Hirer of any known surcharges, the Company may not be aware of some surcharges imposed by third parties. Any surcharge imposed by a third party is payable by the Hirer, and the Company will not be responsible for the surcharge or any associated costs.

 

4. SHOULD YOU WISH TO CANCEL YOUR BOOKING

 

4.1 If you wish to cancel your booking after you have received your Booking Confirmation, you must tell us in writing. The Lead Passenger should send the notice of cancellation to our office address:- Strawberry Fields, Syke Park, Wigton Cumbria CA7 9NE by post and/ or email to bookings@reays.co.uk. Charges will be applied from the date the letter or email is received by us according to the scale set out below.  Please note that where a letter or email is received outside of our business hours, it will be deemed to have been received the next business day, (which is a day other than a Saturday, Sunday or public holiday in England) and accordingly the charges below will apply from that date.

 

For bookings excluding air travel, day trips, theatre shows, sporting events or concerts and Disneyland Paris, the cancellation charges are as follows:-

 

Period before departure date                          

Cancellation fee (percentage of total package cost)

More than 56 days

Loss of deposit

49 - 56 days

50%

Less than 49 days

100%

 

4.2 In cases where a full deposit has not been received by us, the difference between the reduced deposit paid and the deposit quoted in our brochure or on our website will become due at the time of cancellation and you must make such additional payment to us in full within 7 days of cancellation. We may pursue you for any shortfall.

 

Air Travel

4.3 Where your booking includes air travel, we pay a full, non-refundable deposit when we place the booking on your behalf, therefore in addition to the cancellation fees set out above, we will also charge you for any non-refundable deposits paid to the airline carrier where incurred.

 

Day trips

4.4 Where your booking is for day trips, full payment is required at the time of booking by you as we are required to pay this to our suppliers, therefore regardless of the period before the departure date, you will not be entitled to any refund.

 

Theatre shows, sporting events, concerts

4.5 Unless we can obtain a refund, tickets for theatre shows, sporting events or concerts are purchased by us in advance, therefore if you cancel your booking, no refund will be given for that portion of your booking.

 

4.6 Disneyland Paris

The cancellation deadline for Disneyland Paris is 14 weeks prior to travel therefore a cancellation fee will be charged in line with the following scale:

 

Period before departure date                          

Cancellation fee (percentage of total package cost)

More than 98 days

Loss of deposit

56 - 98 days

50%

Less than 56 days

100%


Clients who have travel insurance may, dependant on the terms of their policy, be able to reclaim the cancellation fee and/or cost of their booking under their insurance policy. You should never travel without travel insurance and you should ensure you take the terms of the policy with you on any trip.  We will not refund any insurance premium you may have paid.

 

5. SHOULD YOU WISH TO ALTER YOUR BOOKING

 

5.1 Should you wish to make changes to your booking, please advise us as soon as possible. Where we receive a request for change before we have issued a Booking Confirmation to you, we will treat the original request as cancelled and proceed on the basis of a new booking with you, implementing the new details. Any deposit you may have paid in respect of the previous booking will be applied to the new booking, unless we have incurred any costs in obtaining services in fulfilling the booking made by you.

While we will attempt to move your original deposit to your new booking, this is not always possible and sometimes original deposits may be lost.

 

5.2 We will do our best to accommodate any alteration you may wish to make (coach pick up point, etc) to a booking upon which you have already received your Booking Confirmation, but notification must be made by the Lead Passenger in writing (includes email) or by telephone to our office at which point, where applicable, an amended Booking Confirmation (this will supersede the previous Booking Confirmation) will be sent to you. You are responsible for checking that the new details are correct. As all tour arrangements are finalised 7 days prior to the departure date, we cannot accept any alterations within 7 days of the tour departure date. A fee of £10 per booking may be charged to contribute towards our administration fees for any changes requested by you.

 

5.3 If you require tickets to be changed or transferred, you must inform us as soon as possible of any name change and we will endeavour to accommodate your requirements, although this may not always be possible. Failure to inform us of any changes may result in the person being turned away at the venue. It is your responsibility to ensure that the person is of suitable age for the event and ticket type. We, to the fullest extent as permitted by law, accept no responsibility for the third-party’s actions. A fee of £10 per booking may be charged to contribute towards administration fees.

 

6. SHOULD WE HAVE TO CANCEL YOUR BOOKING

 

Cancellation prior to departure date

6.1 We reserve the right to cancel any event where there has been insufficient demand or for a reason beyond our reasonable control (see clause 6.2). Should this occur, the Lead Passenger will be contacted as soon as possible with an offer of an alternative tour, or may be offered, (at our sole discretion), a full refund of monies paid by the Lead Passenger. We endeavour not to cancel any tour within 14 days of the departure date unless for reasons beyond our control, for example (but not limited to), a change to a show or event date, industrial disputes, failure of a supplier, transport breakdowns, accidents on the roads which affect all or part of your journey or adverse weather conditions, or for any of the reasons set out below.

 

6.2 We regret we cannot accept any liability, offer any refunds or pay for any loss incurred or compensation where the performance of our contractual obligations is prevented or affected, or if you otherwise suffer any damage or loss, if the reason is the result of a “Force Majeure” event. For the purpose of these terms and conditions, Force Majeure means any event or circumstance which we could not, even with due care, foresee or avoid and is therefore beyond our reasonable control. These events whether actual or threatened include, but are not limited to, strikes, riots, political/civil unrest, government acts, hostilities, war, terrorist activity, industrial dispute, natural or nuclear disaster, fire, viral outbreak, adverse and severe weather conditions, closure, restrictions or congestion of airports, ports, stations or other transport hubs, maintenance problems with transport, changes of schedules or operational decisions of air carriers, accidents affecting your trip and any other matters outside our control.

 

6.3 In the event of a Force Majeure event during your booking occurring, in some situations, we may be able to offer a part refund for an unexpired element on the booking. The Lead Passenger will be informed if this is possible. If the unexpired element is a ticketed event, it is unlikely any refund will be given as tickets will have been pre-paid.

If your booking involves a concert or event, we cannot accept responsibility for the non-appearance or the cancellation or curtailment of any event or performance.

 

7. IF WE MAKE CHANGES TO YOUR BOOKING

 

We plan itineraries, and these can be made many months in advance.  Sometimes we may have to make changes to, and correct errors in bookings before and after the Booking Confirmation has been sent to you and cancel confirmed bookings.  Whilst we always endeavour to avoid such changes and cancellations, we must reserve the right to do so. Wherever possible, you will be notified of any changes or cancellation as soon as is reasonably possible. We accept no liability for this and the provision of clause 6 will apply to such changes and cancellations.

 

8. OUR RESPONSIBILITY FOR THE TOUR

 

We are a reputable company and we will perform our contract with you with reasonable skill and care. We, therefore, accept responsibility for the acts or omissions of our employees, agents, contractors and suppliers (limited to suppliers we have contracted to supply our Lead Passenger). These assurances, however, remain subject to the following qualifications (a) in the event of death, injury or illness – see clause 9 below, (b) where travel is made by coach, air, rail or sea carrier not owned by us, then that supplier’s conditions apply, which may exclude liability.

 

9. LOSS, INJURY OR ILLNESS

 

9.1 We, to the fullest extent permitted by law disclaim any responsibility for loss of or damage to personal items throughout the duration of a tour. Should any member of your party suffer death, bodily injury or illness arising from the proven negligence of our suppliers, their sub-contractors, servants or agents, we accept responsibility providing they were acting within the scope or in the course of their employment when the incident occurred.

 

9.2 Nothing provided in these terms and conditions shall act to exclude our liability for any member of your party suffering death, bodily injury or illness arising from our proven negligence.

 

9.3 Save as provided in clauses 9.1 and 9.2, our total liability for all losses incurred by the Lead Passenger and members of their party shall be limited to all sums received by us in respect of the booking.

 

10. TRAVEL DELAYS

 

10.1 We do not accept liability for delay. For the avoidance of doubt, we shall endeavour to fulfil but do not guarantee:

departure times; arrival times; pick up times; drop-off times; or connections.

 

10.2 Your travel insurance may cover you for expenses caused by some delays.

 

10.3 Where you are delayed for more than 12 hours in any 24-hour period, we will seek to minimise any discomfort and where possible, arrange for refreshments, meals and accommodation, but this cannot be guaranteed.

 

10.4 In the event of mechanical breakdown of the coach or any other transportation involved in the tour, we will attempt to locate an alternative conveyance as soon as possible. Please note any replacement vehicle may not be of a similar standard and such delays may result in the necessary amendment to the original tour itinerary. We do not accept any liability arising as a result of travel delays.

 

11. TRAVEL INSURANCE COVER

 

We recommend that all of our customers obtain suitable comprehensive travel insurance cover. Party members travelling without adequate travel insurance do so at their own risk.

 

12. GENERAL

 

Please note the following: (a) Bookings cannot be accepted where no member of the party travelling is over the age of 18. (b) Some tours may operate using a vehicle without on-board WC facilities. (c) Feeder coaches may be employed on both outward and inward journeys on some tours. (d) The Lead Passenger is solely responsible for the behaviour of all members of their party throughout the tour. (e) Alcohol must not be brought onto the coach. Passengers in possession of alcohol must place those items in the luggage area of the coach before embarkation. Those items must remain in the luggage area until the completion of the journey. We reserve the right to refuse entry on to a coach to anyone deemed by the driver to be in an intoxicated state. (f) If applicable, event, show and flight tickets will be issued on-board the coach and may be subject to additional conditions of sale. (g) Triple and family bedrooms are subject to availability at the time of booking. Triple and family bedrooms may include a folding z-bed and so are only suitable for children up to the age of 12 years. (h) Passengers under the age of 16 (18 for sporting events) must be accompanied by an adult (age 18 years and over), an adult may only supervise a maximum of 3 persons under the age of 16. (i) Concerts are subject to separate terms and conditions in line with the promoter of the event. (j) You may not bring a pet or any other animal on one of our coaches or holidays. (k) Please show consideration by ensuring any audio device does not disturb other passengers. l) You are responsible for ensuring that you are at the correct departure point at the correct time, and we cannot be liable for any loss or expense suffered by a customer because of their late arrival at any departure point.

m) Although our vehicles have substantial luggage compartments, we have to adhere to regulations concerning the overall weight of fully laden vehicles. We therefore ask that you restrict your luggage to one medium sized suitcase of up to 20kg. As with all personal items, it is your responsibility to ensure that your suitcase is on board the coach, therefore please make sure you see the driver place your luggage onto the coach n) The driver is responsible for the safety of the vehicle and all decisions relating to the journey route, loading, passenger conduct and any other matter which may reasonably impact any passenger’s health, safety and wellbeing while in transit.

 

13. COMPLAINTS

Should you be dissatisfied with any part of the tour, we advise that any such problems be notified to our representative immediately. If the matter(s) cannot be resolved at the time of informing the representative then we ask that you provide us with details of your concerns in writing within 7 days of your return, giving as much information as possible so that the matter can be dealt with as soon as possible.

 

14. CLAIMS

 

14.1 Any claims made under these conditions of booking are subject to English Law and will be governed by and construed in accordance with the Laws of England and Wales.

 

14.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including any non-contractual disputes or claims) arising out of or in connection with these terms.

 

15. PASSENGER BEHAVIOUR

 

15.1 The driver is responsible for the safety of the vehicle at all times, and as such, may remove any passenger whose behaviour does, or is likely to, prejudice safety or is in breach of the Public Service Vehicle (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1980 (as amended, re-enacted or replaced from time to time). These regulations set out certain rights and responsibilities on all parties, and full details of these can be obtained from us on request. The person who causes the damage is responsible for and shall indemnify us in relation to any damage caused to the vehicle by any passenger for the duration of the trip.

 

15.2 If there is a risk that a passenger may cause another passenger harm (whether through behaviour, or illness), the passenger may be refused from boarding the hire vehicle and may be required to find his own method of transport. We will not be held liable for any losses incurred in obtaining alternative travel.

 

16. DATA PROTECTION AND PRIVACY

 

16.1 We retain full contact details for the booking party, as well as other information supplied by you relating to your booking preferences. We may use your information for the purposes under which we are registered with the Information Commissioner under the Data Protection Act. The Company is fully prepared in anticipation of the requirements of the General Data Protection Regulation (GDPR).

 

16.2 The Lead Passenger is responsible for ensuring that all members of their party are aware of the content of our Privacy Policy, and consent to your acting on their behalf. The Privacy Policy can be found on our website at http://reays.co.uk/Privacy-Policy or request a copy by calling 016973 49999.

 

17. PACKAGE TRAVEL, PACKAGE HOLIDAYS AND PACKAGE TOURS REGULATIONS 1992/3288 (“the Regulations”)

 

17.1 Notwithstanding any of the above provisions, where we are providing a service which covers a period of more than 24 hours, or includes overnight accommodation, the provisions of the Regulations will apply to those elements of the booking and shall take precedence over any conflicting term set out in these conditions.

 

18. TIME OF THE ESSENCE

 

18.1 Time is not of the essence for any obligation imposed on Reays in this agreement.

 

Revised Nov 2017

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