Agency Terms of Business

  • For bookings made prior to 1 July 2018
  • For bookings made from 1 July 2018

Introduction

The following agency terms of business ("Agency Terms of Business") apply to all bookings made through Alpha Holidays Limited trading as Alpharooms.com ("Alpharooms", "we", "us", "our") whose registered address is East House, 109 South Worple Way, London, England, SW14 8TN. References to "you" and "your" in these Agency Terms of Business mean all persons named on the booking (including anyone who is added or substituted at a later date). "We" "us" and "our" mean Alpharooms.

We act only as an agent in respect of all bookings we take and/or make on your behalf. When you make a booking we will arrange for you to enter into a contract with the providers of the services you have chosen, including but not limited to accommodation providers, transfer providers, car hire companies, airlines, tour operators and attraction providers ("Supplier/Principal"). Once a booking is completed and a contract is in place, it is the Supplier/Principals responsibility to provide you with the services that you have booked and it is your responsibility to pay for the services as per the terms of your booking.

For bookings with most airlines we will act only as your agent in making your booking. For all other bookings we act as agent on behalf of the Supplier/Principal.

If you book more than one service (such as a hotel stay plus airport transfers or a flight plus a hotel stay), you will enter into a separate contract with each Supplier/Principal. If you book more than one service at the same time, the price payable for those services may, for convenience only, be charged to you as an arithmetical total of the prices charged separately for each individual service. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. No "package" is created by us and we are not the organiser of any "package" as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 but may constitute a Flight-Plus as defined in the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012. We provide financial security for Flight Plus bookings under ATOL number T7599. See clause 26 for further information on Flight-Plus bookings.

Your booking is subject to these Agency Terms of Business and the booking conditions of the relevant Supplier/Principals. It is important that you read all these documents carefully prior to booking as to complete a booking you will need to confirm that you agree to be bound by each of them. If you are at all unsure of anything relating to the arrangements being made or simply have a question that you would like to ask, you can always use our help pages to find the answer, or you can call one of our Customer Service staff, who will be happy to assist you.

The Agency Terms of Business below are in addition to the terms and conditions provided by or on behalf of the Supplier/Principals. Where there is a conflict between the Agency Terms of Business and the terms and conditions provided by or on behalf of the Supplier/Principals, the terms and conditions provided by or on behalf of the Supplier/Principals will prevail.

1. Making your Booking

During the booking process the key details of your booking will be confirmed to you. We will then proceed to confirm your booking with the Supplier/Principal(s).

By making a booking, the first named person on the booking (the "Lead Passenger") agrees that they:

  1. are authorised to make the booking on behalf all persons named on the booking and by the parent or guardian of any party members who are under 18 years of age when the booking is made. By submitting the booking the Lead Passenger confirms that he/she is so authorised;
  2. consent to our use of your information in accordance with our Privacy Policy;
  3. are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;
  4. accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking

Please Note: If you wish to make a Group Booking (which is a booking consisting of 4 or more rooms) please call one of your group holiday booking experts, who are contactable on 0114 251 5070. Please note that the deposit and cancellation terms applies by Supplier/Principal(s) may differ in respect to Group Bookings.

2. Paying for your Booking

Unless otherwise advised, payment in full is required by the Supplier/Principal at the time of booking.

Some bookings for travel more than 15 days later are eligible for a £20 deposit plan to cover the cost of hotel and transfers with deposit top-ups and balance payment due at later dates.

£20 Deposit Plan

If the value of your accommodation booking is more than £100 and 15 days away, you can secure your accommodation booking, and any airport transfers you have booked, with a £20 deposit. This deposit is non-refundable.

Deposit Top-ups

The deposit top-ups are due 30 days and 60 days from the booking date. We will automatically collect these or you can pay them via My Account. If we are unable to collect the top-ups and the top-ups are not paid by these dates we will notify the Travel Provider(s) and your booking will be cancelled. In the event of cancellation you will be liable for the applicable cancellation charges and a cancellation fee of £30 per person.

We reserve the right to collect any outstanding deposit amounts and any applicable charges automatically via the payment method used to pay the initial deposit or the payment method last used to make a payment, along with any applicable fees.

Overall Balances

The final balance is due 14 days before you travel. We will automatically collect this or you can it via My Account. If we are unable to collect the balance and the balance is not paid by this date we will notify the Travel Provider(s) and your booking will be cancelled. In the event of cancellation you will be liable for the applicable cancellation charges and a cancellation fee of £30 per person.

If the final balance has not already been paid off by the due date, we reserve the right to collect the balance due and any applicable charges automatically via the payment method used to pay the initial deposit or the payment method last used to make a payment, along with any applicable fees.

We reserve the right to collect the balances automatically on these dates using the payment method last used to make a payment, along with any applicable fees.

3. Card Charges

There are no debit or credit card fees. Note: We do not accept America Express Cards.

Credit Card Fraud Protection

Your payment will be handled by our payment provider. If we suspect a fraud, we reserve the right to cancel a transaction for security purposes.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases.By accepting these terms and conditions you consent to such checks being made.A credit check is not performed and your credit rating will be unaffected.All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

4. Discount and Promotion Vouchers

If you possess a discount voucher or promotional code entitling you to either a fixed amount or percentage off your booking this amount will be deducted at the final stage of your booking before any payment is taken.The value being discounted will clearly be shown to you as well as the balance that will be taken via your chosen payment method.

Discounts will only be made against the relevant component of your booking and any further components, administration fees and processing fees will not be discounted.Certain products and services cannot be discounted.By entering your discount or promotion code on the search form these will be excluded from your results.

In the event that your discount is more than the total value of your travel arrangements the balance of the voucher or promotional code will not be refunded and will become forfeit.

5. Confirmation of your Booking

At the time of booking you will be issued with an email confirming receipt of your booking.This e-mail will simply confirm receipt of your booking request and will not amount to a confirmation that your booking has been confirmed.

Your booking will be confirmed and a contract will come into existence between you and the relevant Supplier/Principal(s) when we have received the required payment and issued you with a confirmation invoice, on behalf of the Supplier/Principal(s). This is confirmation of your booking.

Please note that we do not issue invoices in circumstances where your booking requires payment to be made directly to the Supplier/Principal (such requests should be made of the Supplier/Principal during the course of your stay). Furthermore, a payment made at the time you are making your booking does not in itself mean that your booking is confirmed.We make live, and often non-refundable, reservations with Supplier/Principals for which we need to have the security that we have appropriate payment from you.Your initial payment to us gives us your authority to confirm your booking with the Supplier/Principals.If in the short period between us taking your payment and seeking to confirm your booking with the Supplier/Principal the product has become unavailable and we cannot book an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. Please note, however, that this refund will only apply to the product which is unavailable and any other bookings will not be affected.You will still be committed to any other products which were booked for travel at the same time.

6. Documentation

All relevant documentation (itineraries, invoices and all vouchers including flight tickets) will normally be sent to you via email.In the rare cases where documents cannot be sent electronically they will instead be sent by first class post. Any documents sent by post will be despatched 2 weeks prior to your departure date and is assumed to be received once sent by us.Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued you will be responsible for all related costs.Other delivery options are available but are subject to the payment of an additional charge.

For attraction tickets full instructions will be given with the voucher as to how they should be redeemed. On receipt of any documents please check that all names, dates and timings are correct and advise our Customer Services team immediately of any errors.Please ensure in particular that the names given are the same as in the relevant passport.

Please note that any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Supplier/Principal.

Alpharooms will not be responsible for any information or documents that you do not receive, as a result of your failure to provide a valid e-mail address. We will also not be responsible if our email is delivered to your spam folder.We undertake reasonable measures to ensure this doesn't happen but it is your responsibility to regularly check your spam folder.

7. Pricing

Prices are quoted in the currency you choose. We reserve the right to change prices at any time before you book.

The exchange rates shown on this site are provided for guidance only and are only relevant at the time of booking.If, for a relevant hotel booking, you choose to pay at the hotel then the applicable exchange rate will be that for the day on which payment is made.

Prices do change from time to time and can go up as well as down.You will be able to determine the up to date price for your chosen services prior to confirming your booking.

Please note that the Supplier/Principal(s) of most flight, accommodation, transfer and attraction ticket guarantee that once you have made your booking for their products(errors and omissions excluded), they will not increase the price of your booking.If the price decreases, you will however not be entitled to any refund.Some of these Supplier/Principals do however reserve the right to increase prices in the event of retrospective increases in VAT or other Government taxes.

For car hire bookings the base price is similarly likely to be fixed by the Supplier / Principal at the time of booking.Some car hire bookings are however subject to local taxes which are levied at the applicable rate of tax at the start of the rental period.The cost of these local taxes cannot therefore be fixed in advance.

For accommodation bookings in some destinations there are additional taxes which can only be paid locally.These are not included in the prices shown on our website.

8. Special Requests

If you have any special requests(for example dietary requirements, cots or room location) you must advise us at the time of booking.

Although we will endeavour to pass any reasonable requests on to the relevant Supplier / Principal, no guarantee that any request will be met can be given and we will have no liability to you if they are not.

If you request confirmation in writing that a special request has been noted or passed on to the Supplier / Principal or request the inclusion of the special request on your confirmation invoice or any other documentation please note this is not confirmation that the request will be met.Unless and until specifically confirmed, all special requests are subject to availability and local charges may apply

9. Insurance

It is a condition of booking for many Supplier / Principals that you take out sufficient travel insurance to cover the travel arrangements you have made.We strongly recommend that you take out such insurance.It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

10. Medical Conditions and Disabilities

If you or any member of your party has any medical condition or disability which may affect your booking or has any special requirements as a result of any medical condition or disability(including any which affect the booking process), please tell us before you make your booking so that we can assist you in considering the suitability of the arrangements and / or making the booking.In any event, you must give us full details in writing at the time of booking and also whenever any change in the condition or disability (if any) occurs. You must also promptly advise us if any medical condition or disability which may affect your arrangements develops after your booking has been confirmed. If the Supplier/Principal reasonably feels unable to properly accommodate the particular needs of the person concerned, they reserve the right to decline the reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when the Supplier/Principal becomes aware of these details.

11. Passports, Visas and Health

It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. We can only provide general information about the passport and visa requirements for your trip. You should confirm the specific passport and visa requirements and other immigration requirements for you and your party with the relevant Embassies and/or Consulates.

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your own specific circumstances.

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

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.

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

For further information British Citizens should contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.

Non British Citizens, including other EU nationals, should contact the Embassy, High Commission or Consulate of your destination, for up to date advice on passport and visa requirements.

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

12. Amendments by you

An amendment request will only normally be accepted by the Supplier/Principal up to and including 7 days prior to travel. Amendments closer to departure may be possible however this will need to be confirmed with the Supplier/Principal on a case by case basis. In addition your amendment request will be subject to the terms outlined below. Please note that some amendments involve rebooking at current prices in which case any costs due to fluctuating prices and availability will be chargeable in addition to the standard charges outlined.

All amendment requests must be made directly to us in writing or by using 'My Account' online. Whilst we will try to assist, we cannot guarantee that such requests will be met. Any requests for amendments must be made in writing from the person who made the booking. Amendments can only be accepted in accordance with the terms and conditions of the Supplier/Principal. We will charge an administration fee of £30 per person and any further cost we incur in making this alteration. Please note that certain travel arrangements may not be changeable after a reservation has been made and any amendment request could incur a cancellation charge of up to 100% of that part of the arrangements. If amendments are required within 12 weeks of departure cancellation charges may apply in addition to an administration charge of up to £50 per person, charged by the Supplier/Principal in addition to our own administration charge and costs. Note: Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Most 'no frills' airlines have cancellation charges of 100% from time of booking.

13. Cancellations by you

Any cancellation request must be sent to us in writing and will not take effect until received by us. Cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal.

If you cancel your booking, the Supplier/Principal may charge the cancellation charges outlined in their terms and conditions (which may be 100% of the cost of the travel arrangements) along with our administration fee of £30 per person.

All cancellation requests must be made directly to us in writing or by using 'My Account' online.

Most of Supplier/Principals apply the following cancellation charges:

Period before departure in which notification
of cancellation is received
Cancellation charge (along with applicable fees as mentioned above):
More than 84 days before departure: Loss of deposit
84 – 57 days before departure: 30% of booking cost or deposit, whichever is greater
56 – 29 days before departure: 50% of booking cost
28 – 22 days before departure: 75% of booking cost
21 – 8 days before departure: 90% of booking cost
7 days or less before departure: 100% of booking cost

Please Note: the above cancellation charges are provided by way of illustration only, in relation to any booking made the applicable Supplier/Principal may apply different cancellation terms to your booking, in which case you will be liable to pay such differing cancellation terms, as part of your contract with the Supplier/Principal. If a Supplier/Principal’s policy differs from the above you will be informed at the time of cancelling.

Non refundable rooms cancelled will incur a 100 % charge from the time of booking along with our administration fee of £30 per person.

Note: For flight bookings with all low cost airlines, the cancellation charges will be 100%. Bookings that include Scheduled flights may incur different cancellation charges as per their booking conditions.

14. Changes and Cancellations by the Supplier/Principal

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

15. Accuracy

While we try to ensure that all details, including prices, displayed on our websites are accurate, given the large volume of products we offer, some mistakes will inevitably arise. The product information displayed on our website is taken as live feeds from the systems of the relevant Supplier/Principal’s and Alpharooms cannot therefore accept responsibility for any errors.

Notwithstanding the above, in cases where details of a product are materially incorrect we will offer you the choice of continuing with your booking at the correct price or cancelling with a full refund of money paid on that product only. We will not be obliged to offer any additional compensation for disappointment suffered.

All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.

Our Website may contain hyperlinks to websites operated by other parties, such as Tripadvisor. Such hyperlinks are provided for your reference only. We do not control such websites and are not responsible for their contents or the privacy or other practices of such websites. Further, it is up to you to take precautions to ensure that whatever links you select or software you download (whether from this Website or other websites) is free of such items as viruses, worms, trojan horses, defects and other items of a destructive nature. Our inclusion of hyperlinks to such websites does not imply any endorsement of the material on such websites or any association with their operators.

16. Customer Testimonials

Where you send us testimonials, reviews, comments or other such material ("the materials") relating to your arrangements with us, you agree that we are permitted to publish these materials, or extracts of these materials on our website, marketing material or otherwise as we see fit. You disclaim any proprietary or other rights you may have in the materials, and agree that such materials can be freely used by us for any reason whatsoever, without your further permission. Please note that we will not publish your full name, address or contact details on our website and this shall remain confidential at all times.

17. TripAdvisor Reviews and Ratings

TripAdvisor Reviews and Ratings content is provided by our partner TripAdvisor. The reviews are the views and opinions of TripAdvisor members and not TripAdvisor LLC, they are shown on alpharooms.com 'as is' and are not filtered. We accept no responsibility for content provided by TripAdvisor.

18. Complaints

Because the contract for your travel arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them.

If you experience problems with your travel arrangements you must advise the local representative of your Supplier/Principal immediately, in order to give them the opportunity to resolve the problem. If you don’t do this it may weaken any claim you may have against the Supplier/Principal and the amount of compensation you may be entitled to may be reduced or extinguished as a result. Emergency Numbers covering your travel arrangements can be found on the relevant voucher.

If the Supplier/Principal is unable to assist you please call 0044 207 7411387 and we will do our best to help, in our capacity as agent. Please note that this is a dedicated in resort line and is reserved solely for the use of customers experiencing problems while abroad. If you are not due to be abroad at the time of your call the agents manning this number will not have any information relating to your booking.

In the event that the matter was not rectified in resort or you are unhappy with the service you have received from the Supplier/Principal or us we want to hear from you.Letting us know your concerns gives us the opportunity to try to put matters right for you.

In order to do this you need to provide a letter with any supporting evidence(photos, receipts etc.) to:

Customer Relations
Alpha Holidays Limited.
2 Vine Street
Uxbridge
UB8 1QE

Please note that we do not offer any form of Alternative Dispute Resolution. However, you can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.

19. Financial Protection

Travel Trust Association: The Travel Trust Association exists in order to protect you, the customer, with 100 percent financial protection and has been doing so for over fifteen years. This means that you can book your holiday secure in the knowledge that Travel Trust Association will protect you in the unlikely event of a member becoming insolvent. Should a member of the Travel Trust Association for any reason financially fail or cease trading, the Travel Trust Association will liaise with the suppliers and Tour Operators to ensure that you holiday goes ahead unaffected. If for any reason this is not possible, the Travel Trust Association will administer a claim for a refund of money that you have paid to a member for your holiday. Read more here

20. Data Protection

The booking information that you provide to us will be passed on only to Supplier/Principals or other persons as necessary for the provision of your travel 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 the United Kingdom.If we were unable to pass your information to the relevant Supplier/Principals we could not arrange your booking.In making this booking, you consent to your information being passed on to the relevant parties.

21. Our Responsibility for your Booking

Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking(or the appropriate proportion of this if not everyone on the booking is affected).

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Any claim for damages for injury, illness or death arising from your travel and accommodation arrangements, must be brought against the Supplier/Principal in question.

22. Your Behaviour

You accept responsibility for any damage or loss caused by you or any member of your party.Full payment for any such damage or loss must be paid direct at the time to the Supplier/Principal(s) concerned.If you fail to do so, you will be responsible for meeting any claims subsequently made against us(together with our own and the other party’s full legal costs) as a result of your actions.Supplier/Principals reserve the right at any time to terminate your arrangements due to your behaviour, where justified in their reasonable opinion.No refunds will be given.Furthermore, neither the Supplier/Principals nor we shall be under any obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your stay/transfer being terminated.You agree to indemnify us against any claims(including legal costs) made against us or on behalf of the owner of any such property or accommodation.Finally you are also liable to make a reimbursement to the Supplier/Principal for any damage caused, before the end of your stay.

The Supplier/Principal reserves the right to terminate (before or after departure) your booking or that of any member of your party due to your or their misconduct, within their reasonable opinion.

23. Force Majeure

Neither we nor any Supplier/Principal accepts any responsibility for, and shall not be liable in respect of, loss or damage or changes or cancellation caused by "force majeure" events i.e.circumstances outside our / the Supplier/Principal’s control, including but not limited to (whether actual or threatened) war, riots, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions.

24. Excursions

We do not sell excursions or organise activities.We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. We do not have any responsibility or liability whatsoever for anything which may go wrong on a resort booked excursion and cannot accept any liability on any basis in relation to such activities or excursions.

25. Jurisdiction

Your contract with us will be governed by English Law. Any related disputes will be dealt with by the courts of England and Wales unless you live in Scotland or Northern Ireland in which case the local courts can deal with any dispute.

26. Flight-Plus Bookings

Booking a Flight-Plus provides you with protection under our ATOL in the event of supplier insolvency, but we are still acting as agent for the individual suppliers and a Flight-Plus booking does not constitute a package as defined in the Package Travel etc Regulations 1992. We do however accept responsibility as a Flight-Plus arranger as defined in the Civil Aviation(Air Travel Organisers’ Licensing) Regulations 2012.

What is a Flight-Plus?

A Flight-Plus exists where you book a flight out of the UK, or a flight into the UK where you departed from the UK by another means and on the same day, the day before or the day after, you also book either living accommodation or self-drive car hire which takes place outside the UK and is supplied under or in connection with your flight.In all cases the services must cover a period of more than twenty four hours or include overnight living accommodation in order to make them a Flight-Plus.If in connection with the flight, on the same day, the day before or the day after you book the flight, you also book any other tourist services which are not ancillary to flight or living accommodation and which account for a significant proportion of the Flight-Plus, they will also form part of the Flight-Plus.

A Flight-Plus will also exist where on the same day, the day before or the day after you book: a) a non flight inclusive Package, you book a flight out of the UK, or a flight into the UK where you departed from the UK by another means or b) a flight inclusive Package, where you book accommodation or self-drive car hire outside the UK.Please note that a flight which begins and ends in the United Kingdom will not form part of a Flight-Plus.A Flight-Plus will cease to exist and this clause will not apply if you cancel any component of your Flight-Plus; and as a consequence of that cancellation, the definition of a Flight-Plus is no longer satisfied.Where you book a Flight-Plus, we will be a Flight-Plus Arranger in accordance with the definitions set out in Regulation 25 of The Civil Aviation(Air Travel Organisers’ Licensing) Regulations 2012.

Our Liability for Flight-Plus

In these conditions, the failure or insolvency of a provider will have the meaning prescribed in Regulation 23 of the ATOL Regulations 2012. If, before your intended departure on a Flight-Plus we become aware that any part of your Flight-Plus will not be provided a) because of the insolvency of any person concerned with the provision of the arrangements making up a Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we will make reasonable endeavours to provide you with suitable alternative arrangements at no extra cost.If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of your Flight-Plus.

If, after your intended departure on a Flight-Plus we become aware your flight arrangements will not be provided a) because of the insolvency of any person concerned with the provision of the flight accommodation making up your Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we or the CAA will provide you with suitable alternative transport back to the place of departure or to another return point to which you have agreed.

If, after your intended departure on a Flight-Plus we become aware that your living accommodation or self-drive car hire will not be provided because of the insolvency of any person concerned with the provision of the living accommodation or self-drive car hire making up your Flight-Plus, we will provide you with suitable alternative living accommodation or self-drive car hire at no extra cost.If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of all unused flight accommodation, living accommodation, self-drive car hire and other tourist services forming part of your Flight-Plus.

Where suitable alternative arrangements are provided as set out in this section, we will where appropriate, pay you reasonable compensation, to include any incidental expenses reasonably incurred by you and evidenced by receipts.Compensation will not be payable if living accommodation or self drive car hire is offered by us and accepted by you with a higher price than that originally booked and is supplied in the same location as originally booked where no additional payment is made by you.

If cancellation occurs for reasons other than relating to insolvency, we will not be liable to pay you compensation and the above options will not be available.As agent, whether or not we have sold you a Flight-Plus, we will not be liable in respect of quality complaints, any general losses, distress or disappointment suffered by you in relation to your booking, and any such claims must be directed to the relevant supplier of the element in question.We will not make suitable alternative arrangements or pay you compensation in respect of any tourist services forming part of your Flight-Plus.A refund will be given in respect of these services in the event of insolvency but we will have no further liability.

Financial Protection for Flight-Plus Bookings

We provide financial security for Flight Plus bookings by way of a bond held in favour of the Civil Aviation Authority under ATOL number T7599

When you buy a Flight-Plus product 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.For further information, visit the ATOL website at www.atol.org.uk.The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme.ATOL protection extends primarily to Customers who book and pay in the United Kingdom.

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(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.

Flight Only Bookings

Alpharooms acts as a booking agent for a number of ATOL holding flight providers.When you make a Flight Only booking with an ATOL holding flight provider you will receive financial protection under that ATOL holding flight provider’s ATOL licence, as set out in the ATOL Certificate to be supplied.

For all other Flight Only bookings to a destination outside the United Kingdom your booking will either be authorised under the Alpha Holidays Limited ATOL Number T7599 and protected under the ATOL scheme, as set out in the ATOL Certificate to be supplied, or we will act as your agent (in accordance with clause 28, below) we will advise you as to the protection that applies, at the time of booking.

27. Low Cost and Scheduled Airline Bookings

For bookings with low cost and most scheduled airlines we will act only as your agent in making your booking.

We will purchase the flight seats on your behalf directly from the airline, using the payment details you provide.Where you have used a credit card to book this normally offers you protection under the Consumer Credit Act in the unlikely event of the airlines failure. In processing your payment you may see two separate transactions on your card statement one will be for the cost of your flights with the airline and the remainder will be your payment to Alpharooms including our service fees.

Please note that all low cost and scheduled airline flight bookings are non-refundable.

No tickets will be issued for low cost or scheduled flights.You should use the confirmation number which will be emailed to you with your booking details to log onto the airlines website and obtain your flight documentation.

All flights will be subject to the relevant international conventions which govern air travel and the airline's conditions of carriage which limit liability to you. Copies are available on request.

Additional Terms for Accommodation Bookings

(A) Hotel Ratings

The hotel ratings featured in our advertising and on our website are the Supplier/Principal's own ratings and are based on official tourist board ratings. The rating standards applied may vary from country to country and between Supplier/Principals.

(B) Hotel Standards

The hotels featured in our advertising and on our website operate to at least the minimum standards required by local legislation.These local standards vary from country to country and may not be the same as in your home country.

(C) Pricing

Some Supplier/Principal’s charge different rates for different nationalities staying at their hotel, particularly if you are a citizen of the country in which you wish to stay.Please note this does not affect UK or Irish citizens and in most circumstances does not apply to other EU residents travelling to a country within the EU where they are not a citizen. Problems typically occur where passport holders travel to the country where their passport was issued.If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult.

Included in the price is:

The accommodation as confirmed to you, plus the board basis you have chosen and paid for.

  • Self Catering: No meals, however, the room will have kitchen facilities.
  • Room Only: No meals and no kitchen facilities.
  • Bed & Breakfast: Continental Breakfast only unless otherwise stated.
  • Half Board: Breakfast and Evening meal - no drinks.
  • Full Board: Breakfast, Lunch and Evening meal - no drinks.
  • All Inclusive Board Types: These vary significantly by Supplier/Principal.The guide below is indicative only. Individual hotels and third party supplier interpretations of the board options below may differ.

Included

All Inclusive(Standard)

All Inclusive Lite

All Inclusive Bronze

All Inclusive Silver

All Inclusive Gold

Breakfast

Yes

Yes

Yes

Yes

Yes

Lunch

Yes

Yes

Yes

Yes

Yes

Dinner

Yes

Yes

Yes

Yes

Yes

Snacks

Yes

No

Yes

Yes

Yes

Local Alcohol

Yes

Yes With Meals

Yes Between 10.30 - 23.00

Yes Between 10.30 - 23.00

Yes

Local Soft Drinks

Yes

Yes With Meals

Yes Between 10.30 - 23.00

Yes Between 10.30 - 23.00

Yes

Branded Drinks

No

No

No

No

Yes

Activities

No

No

No

Yes(see Hotel description for included activities)

Yes(see Hotel description for included activities)

VAT is included in the cost of all accommodation to countries within the EU.

Special offers are subject to availability.

What's not included in your booking:

The basic accommodation cost does not include:

  • Transfers between airport and accommodation.
  • Excursions and other personal expenditure, unless otherwise stated within the offer on the website.
  • Additional charges for rooms, meals or under-occupancy in apartments that are not stated to be included in your booking.
  • Charges that accommodation establishments or apartments may make for facilities such as cots, air conditioning, parking, minibus services, sun beds, sauna, tennis courts and equipment, porters, internet access, safety deposit boxes etc.
  • Deposits requested on arrival by some accommodation establishments.
  • Certain countries have a local tax, known as 'occupation tax', 'tourist tax', ‘City tax' or ‘resort tax', which must be paid directly by you at your accommodation or at the airport.

(D) Our price promise

We offer a lowest price guarantee on hotel bookings.

If you make a hotel booking through us and then find a lower price on the internet site of another TTA and/or ATOL bonded UK based travel agency then, subject to the these terms and conditions, we will refund you the difference.

Should you have a valid claim, please login to My Account and create a Support Request.

Claims must be made within 24 hours of booking and must include the following information

  • Your booking reference with us (Itinerary number)
  • Name of hotel
  • Arrival date
  • Name of other website and price quoted
  • Link to the other website showing the different rate or a screenshot of the site

Please note we must be able to verify the alternative rate is both available and immediately bookable online with another TTA and/or ATOL bonded UK based online agency. If the Support Request fails to contain any of the above information, it may lead to a delay in processing your refund application.

If the same room type in the same hotel for the same date is found at a lower price on another TTA and/or ATOL bonded UK based travel agency website your claim will then be investigated and if applicable we will issue you with a refund. In order to claim a refund of the difference between the price agreed with Alpharooms and the lower price the following conditions must be satisfied:

  • The booking must have been made online.
  • The claim must be based on a like for like comparison of the same type of room, occupancy and party composition (mix of adults and children) in the same hotel, including the same services as those offered by Alpharooms (e.g. inclusive of service charges, taxes and breakfast) and be for the same dates as you have actually booked.
  • The accommodation at the lower price must be available immediately for purchase by an online customer. "On Request" rooms are excluded.
  • The accommodation at the lower price must not be a special offer price, discounted due to frequent flyer mileage credits, a promotional price or part of a package.
  • The accommodation at the lower price must be offered in the same currency as that of the booking with Alpharooms
  • Alpharooms must verify the claim to our reasonable satisfaction. This includes being able to verify the alternative rate is both available and bookable online through another TTA and/or ATOL bonded UK based travel agency.
  • Exclusions: The following bookings are excluded from this price promise
    • Bookings made via our call centre.
    • Bookings made within 96 hours of departure.
    • Direct payment bookings, where you pay the hotel and not Alpharooms for your accommodation booking.
    • Bookings made during fair and exhibition periods.
    • Bookings involving more than 3 rooms.
  • Refunds must be claimed within 24 hours of the time of booking.
  • Only one refund claim can be made per person per month
  • The refund claim must be submitted as a Support Request in the My Account section of our website under the heading "I want to take advantage of the price promise". Any request sent by other means will not be accepted.

We will review your request and contact you via e-mail within 2 business days. If you are eligible for a refund we will credit the payment method used to make the booking. If your booking has not been paid in full, then the refund will be deducted from your outstanding balance.

As an alternative to refunding you the difference between the price agreed with Alpharooms and the lower price we may, at our sole discretion, cancel your booking and refund you in full.

(E) Child Ages

Different hotels specify different maximum ages for passengers to be classed as children, though the most common maximum child age is 12. If you are travelling with children, you will be asked to enter the ages of the children travelling with you. The age(s) you enter must be the ages at the time of travel, up to and including the day of departure.

(F) Number of Nights

The number of nights stated in the price online refers to the number of nights the accommodation has been reserved for you. Some flights may be night flights; when you arrive in resort your accommodation will only be available if you have reserved it for that night.

(G) Check in/check out times

These will vary by property and Supplier/Principal; but the following is a guide:

  • Check in: from 3pm
  • Check out: by 11am

Late check outs may be possible but must be agreed directly with the Supplier/Principal. An additional charge will normally apply.

Additional Terms for Flight Bookings

(A) In flight meals

The prices that we advertise do not include in-flight meals.

(B) Baggage allowances and charges

All airlines have a standard baggage allowance which is included in their prices. Allowances differ significantly from airline to airline. The allowance you are entitled to is set out in the booking conditions of your airline. Where you require an extra luggage allowance this will have to be added to the booking and paid for.

Some airlines consider hold baggage to be an optional extra. When you are booking with an airline that does make a charge for luggage it is not included or displayed in our head line prices and the option to add this extra facility will be offered to you after we have received your order request. Please note that all hold luggage charges are dependent on the price charged to us by the airline in question. The luggage allowance will be dictated by the airline in question and can again vary. Should you choose not to take any hold baggage on your trip then you will receive the standard hand baggage allowance as detailed in the airlines booking conditions. This will normally be between 5 and 10kg. Bags must be no larger than the dimensions allowed by the airline in question for carry on luggage. For further information please refer to the airline booking conditions.

Please note where flight extras are added at the time of booking they cannot be removed, cancelled or refunded.

(C) Online check in

Please note that an increasing number of airlines require you to check in online. Where applicable your booking documentation includes instructions regarding the online check in procedure. Failure to check in online will result in check in fees at the airport which you will be liable to pay for.

(D) Changes to Flight times by the Supplier/Principal

Flight operators may occasionally change their flight times. If required by the flight operators booking conditions you must confirm your flight times prior to departure on both your outward and return journeys. Please check this in the correspondence received from your Supplier/Principal, including the Supplier/Principal’s Booking Conditions. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

We cannot accept responsibility in the event that you miss your flight if you do not confirm your flight times when required to do so.

(E) Fees and charges

You may be charged a flight transaction fee for our services as your Travel Agent on top of the price of the flight. If applicable, this charge will be identified during the booking process. If your flight is cancelled by the airline the transaction fee will not be refunded.

There may also be an additional fee levied by your airline depending on your method of payment.

Additional Terms for Transfer Bookings

(A) Drop off and Collection

Please note the Supplier/Principal of any transfer booking will always aim to drop and/or collect you as close to your accommodation as possible. In some instances it may not always be possible for the vehicle to take you onto the premises due to circumstances outside of the Supplier/Principal's control.

(B) Transfers Standards

The transfers featured in our advertising and on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.

(C) Luggage Allowance

Standard Luggage Allowance

  • The standard luggage allowance is one piece of hand luggage and one standard suitcase/holdall (less than 23kg) per person.
  • On a Shuttle Service there is no additional charge for pushchairs and manual fold-down wheelchairs or for small sports equipment such as tennis rackets.
  • On a Private Transfer, if you are bringing pushchairs or fold-down wheelchairs, please book a vehicle large enough to ensure you and your belongings can all travel in comfort and safety, for example if four people are travelling with luggage and a pushchair, please book a vehicle for five or more people.

Excess Luggage

  • On a Shuttle Service sports equipment, such as ski or golf bags, surf boards or bicycles, is classed as excess luggage and is normally chargeable. Please check with us before booking.
  • On a Private Transfer, if you bring large suitcases or other excess luggage (including pushchairs and/or wheelchairs) that cannot fit inside the vehicle, you may be asked to pay for a second vehicle.

(D) Late Arrivals

The Supplier/Principal will always endeavour to make sure that your transfer service is provided, even when flights are delayed, or affected by circumstances outside of your control.

However, please be aware that it is your responsibility to make the Supplier/Principal aware of any delays; it is not always possible to predict and/ or obtain information with regard to such instances. As a result neither we nor the Supplier/Principal accepts responsibility for missed transfer services due to delayed, postponed, or other problems affecting flights.

In the event a return flight is missed owing to a delay with the transfer service which is out of the Supplier/Principal’s control, they will not be responsible for any additional costs incurred nor will compensation be due.

(E) Your Responsibilities

Neither we nor the Supplier/Principal accept responsibility for transfer services not received as a result of incorrect information provided by you at the time of booking.

The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party.

If you are prevented from travelling because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other passengers, the Supplier/Principal’s responsibility for your transfer will cease. In these circumstances full cancellation charges will apply and no refund will be given. Furthermore, the Supplier/Principal shall be under no obligation to pay compensation or meet any costs or expenses you may incur as a result of the service being terminated.

When you book a transfer service through us you accept responsibility for any damage to the transfer vehicle caused by you or a member of your party and you are liable to reimburse the Supplier/Principal before you return home. You also agree to indemnify us against any claims (including legal costs) made against us or on behalf of the Supplier/Principal.

Additional Terms for Car Hire Bookings

(A) General

Please note that the rental of the vehicle will be subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the Supplier/Principal which supplies the vehicle. You should satisfy yourself that you understand (and agree) to its booking conditions, as you will be subject to, and must comply with these conditions, and the local law.

We cannot accept liability for any charges incurred on documentation signed for and accepted locally. We strongly recommend that, prior to signing the car hire company's local rental agreement, you ensure that the details on this agreement match those details on your car rental voucher. Any additional purchases accepted to your credit card after the rental agreement has been signed will be your own financial responsibility.

We will not be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, off road driving or driving without due care and attention. You accept responsibility in respect of such claims. This list is not exclusive.

(B) Pricing

Included in the standard rental rate is:

  • Mandatory insurances. These vary from country to country. Please check the Supplier/Principal’s booking conditions to ensure that the mandatory cover is adequate for your needs. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
  • Airport surcharges, with the exception of Israel.
  • Bail bonds (where needed).
  • All taxes on pre purchased items (except Australia where taxes are paid locally by law).

What's not included?

  • Non-mandatory insurances. Please review the Supplier/Principal’s booking conditions and advise us of any additional insurance cover that you require. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
  • Fuel (please see also the deposits section below).
  • Garaging, tolls, congestion charges, parking and traffic fines.
  • Additional driver charges where applicable - please check online or with our reservations department at the time of booking. These charges are payable locally.
  • Out of hours charges.
  • Optional extras.
  • One-way rental charges where applicable.
  • Delivery and collection charges where applicable.
  • Young drivers charges where applicable.
  • Licence fees in Barbados and Jersey.
  • All taxes on items purchased locally

Mileage allowances

These vary significantly from location to location. Please check the Supplier/Principal’s booking conditions for details of the mileage allowances included for your booking.

(C) Tax

Any charges payable locally are subject to local taxes at the prevailing rate in that country.

(D) Flight information

For airport pick-ups, it is essential that you provide the correct flight number and arrival time, before departure. This can be done either online or by phone.

If this is not available at the time of booking, please ensure that provide us with this information at least 7 days prior to departure. No responsibility can be accepted or compensation allowed for a failed rental due to the late provision of this information.

(E) Out of hours charges

In most locations flights will be met and cars supplied outside of normal working hours. However, there may be an additional charge for this service payable locally. You will be notified of any additional charges within 48 hours after you give us your flight information. In the event that a flight is delayed, causing the car pick-up to fall outside normal working hours, the additional charge will be made locally, where the out of hours service is available.

Neither we nor the Supplier/Principal can accept no further responsibility where there is no out of hours facility available and it is therefore recommended that you take independent travel insurance to cover this eventuality.

(F) Period of rental

The duration of your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher, the price of which will be confirmed at the time of booking and is calculated on the basis of 24-hour units. If you wish to extend the rental period after collection of the car, or if you return the car later than stated on your voucher, you will be charged locally at the local daily rate, which may be higher than our rates. No refunds are payable on cars returned early.

(G) Special requests

Child seats: these are mandatory in most countries and must be requested at the time of booking. If requested and confirmed at least 7 days prior to departure these will be guaranteed. Although instructions will be provided you will be required to fit the child seat yourself. For older children, it is recommended that you take your own booster seats.

Roof racks and ski racks: these are available in some locations and should be specially requested at the time of booking. There is usually a charge for them which is payable locally. No guarantee can normally be made regarding their availability unless a specific package is purchased.

Delivery and collection must be booked by phone.

(H) Driver’s age

If you are under 25 years old please inform our reservations staff at the time of booking. Age restrictions may apply in certain destinations, and in some cases there may be a young driver charge payable locally.

(I) Driving licence

Drivers must hold and produce at car rental collection a full national driving licence from their country of residence, valid for at least one year. (In some cases an International driving permit maybe required, please check the important information at the time of booking)

Drivers holding a photocard British driving licence must also present the paper endorsement sheet that was issued with the licence.

In certain locations and for some car types, drivers must have held a full licence for a minimum of 2 years.

It is the driver's responsibility to ensure that he/she has the appropriate driving licence.

You must inform us of any endorsements on the driver's licence as we may be unable to process your booking, on behalf of the Supplier/Principal.

No refunds will be given for rentals rejected due to non-production of a driving licence or non-disclosed endorsements.

Faxed or photocopied licences are not acceptable.

(J) Rental documents

The rental voucher must be presented when picking up your rental car. We cannot be held responsible for rentals rejected if a voucher is not presented.

You should retain your rental documents and related receipts for a minimum of 28 days after returning home.

(K) Deposits

When you collect your car you will be required to leave a deposit with the Supplier/Principal to cover the collision damage waiver excess, theft waiver excess (where applicable) and fuel. To do so, a valid credit card in the name of the lead driver, must be produced.

Deposits vary from destination to destination.

Cash deposits are rarely accepted.

Where a deposit for fuel is payable, it will usually be refunded if the car is returned with a full tank. If the tank is not returned full, the car hire company will charge for fuel at its prevailing rate. They may also levy a refuelling charge. Please check the fuel policy when you pick up your car.

Deposits against damage are required in some countries. A major credit card can be used for this purpose.

(L) Provision of cars

The Supplier/Principal can refuse to provide a car to any customer who is, in their opinion, unfit to drive or does not meet eligibility requirements. In such circumstances your contract with the Supplier/Principal will terminate immediately, and we will have no further liability to you, and no refund will be due.

(M) Number of passengers

Rental cars are insured for a maximum number of passengers. We cannot accept responsibility if the vehicle is not large enough to fit all passengers and luggage on arrival if details were not supplied at the time of booking. In the interest of safety this maximum number must not be exceeded and if exceeded the insurance will be invalidated.

(N) Driving restrictions

Restrictions are applicable when crossing country and state borders. Please consult our reservations department at the time of booking as to whether border crossing is permitted and what, if any, charges apply.

(O) Insurance

Collision Damage Waiver ("CDW")

Your car rental agreement with the Supplier/Principal will normally include CDW which waives, in most circumstances (see exclusions below), your liability to pay for any damage caused to the vehicle during the period of hire, subject only to the payment by you of a charge, referred to as an "excess" (unless you are advised that this is not applicable at the time of booking). Your liability for the damage will be limited to the cost of the excess. CDW is subject to certain exclusions which include, without limit, when damage is caused to windows/windscreens, wheels and tyres, the underside or roof of the car or where the vehicle is driven off-road or on un-tarmacked roads, without due care and attention, negligently or where the driver is under the influence of alcohol or other drugs. Your liability to pay for the damage will therefore not be waived in these circumstances and you may be liable for the full cost.

Damage Excess Waiver ("DEW")

If you would like to waive your liability to pay the CDW excess referred to above, then you can purchase a DEW product. However, please be aware that even with this product you will still have to compensate the relevant Supplier/Principal for damage which falls within one of the exclusions identified above. DEW is not available in relation to prestige cars.

On all bookings you will be required to leave a deposit to the value of any CDW excess you may be required to pay if the vehicle is damaged during the period of hire (see the paragraphs dealing with CDW above). If the vehicle is damaged, the deposit will be retained and treated as payment of the excess. If, however, you have purchased a DEW product, your liability to pay the excess will be waived and you may reclaim it, subject to the terms and conditions, by filling in an accident report form (supplied by the Supplier/Principal) and sending a copy of it to us. Your liability to pay for damage to the vehicle will therefore be limited to the cost of the daily rate you pay for CDW and DEW.

Theft Waiver

(also known as Theft Protection)

This provides coverage for theft or attempted theft, of the vehicle up to the full value of the vehicle and any loss that the car hire company may incur.You are responsible for the excess of each claim, which you will be required to pay as part of the overall excess deposit (unless you are advised that this is not applicable at the time of booking). Your loss will be limited provided the vehicle is used and its keys returned in accordance with the terms and conditions of the rental agreement.In the event that keys are lost or damaged, you will be liable for the reasonable costs of obtaining a replacement, and further costs if directly related to the theft of the car.

(P) Car type/suitability

The Supplier/Principal will be unable to guarantee a particular make, model or fuel type of car.The car shown on your voucher is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost).

If you have booked a prestige car, the specific car booked is guaranteed.

If it becomes impossible to provide your booked car due to breakdown or an accident, a similar or upgraded car will be provided by the Supplier/Principal.

If you are dissatisfied in any way with the standard of your booked car, you must advise the Supplier/Principal immediately in writing within 28 days of your return. Failure to do so may result in any claims not being accepted or settled by the Supplier/Principal.

(Q) Mechanical difficulties/accidents

In the event of any mechanical difficulties or accidents involving your car, it is important that details are reported to the car hire company within 24 hours.

In the event of an accident you must also complete an accident report form by the end of the rental period.

Local police should also be notified in the case of accidents and a signed police report obtained.

Full details of third parties should also be obtained.

The Supplier/Principal must give authority to repair or replace a vehicle. Their name and contact details are shown on your voucher and rental agreement.

You should retain copies of all rental documentation in the event an insurance company is involved. Your insurance cover may be invalidated if this procedure is not followed correctly and this may prejudice any claim for compensation.

A check-in form must be signed on return of the vehicle.Failure to do so may delay the investigation of disputes regarding damage excess charges.

Additional Terms for Airport Parking and Port Parking

(A) Directions and parking procedures

When using airport parking please make sure you have directions to your car park, the car park telephone number, and details of the entry and exit procedures for the car park.Directions are included on the customer confirmations.Directions and maps serve as a guide only.We recommend you use them in conjunction with an up-to-date road atlas.Your voucher is only valid in the car park you have booked.Should you park elsewhere you will be charged locally and neither we nor the Supplier/Principal will reimburse you.

(B) Car park entry/exit procedures

Entry and exit procedures vary at each car park.Please see the information on your confirmation.If you are charged again by the car park because you do not follow the correct entry or exit procedures or present your confirmation voucher you may not be able to obtain a refund.

(C) Airport transfers

24-hour transfers to and from the airport are included in the price, unless the airport is within walking distance or not operational 24 hours.Please make sure you have the transfer schedule for your car park and that the times of operation suit your requirements. Transfer times stated on our web site relate to the time it takes to travel from the car park to the airport terminal.All transfer times stated are provided by the Supplier/Principals.Airparks' transfer times are based on calculations made by Google Maps™ (taken November 2010). We always advise you to leave plenty of time in case of unforeseen traffic delays.

(D) Minimum stays

Minimum stays and charges apply at some car parks.If you wish to stay for fewer days then you may, but the cost of the minimum duration is payable.This is made clear during the booking process where applicable. Daily prices may vary according to the date and length of stay. Stays of fewer than eight days may attract a higher daily rate.

(E) Car keys

In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so.

(F) Special needs parking

Where disabled facilities are provided, please ensure these are suitable for your individual needs.

(G) Insurance

All parking is subject to the terms and conditions of the individual car park these are available on request from the car park.Ensure no valuables are left in the vehicle, as the Supplier/Principal will not accept liability.Parking is always at the vehicle owner's risk. Where security features are described there is no warranty as to their effectiveness.

(H) High-sided or unusually wide vehicles

Not all car parks can accommodate high-sided or large vehicles due to their own policies or height restrictions.If the car park can accommodate larger vehicles then there may be an extra charge. Please check with us before booking.

(I) Meet and Greet parking

If you have booked Meet and Greet parking, (where you are met at the terminal by a driver who takes your car away to secured storage for you), you may need to reconfirm your booking direct with the parking operator prior to your date of travel, giving your booking reference. Please check your booking confirmation for details.Supplements may be charged for service outside normal hours and on all public and bank holidays, payable directly to the parking operator.

Additional Terms for Attraction Bookings

(A) Alterations by your Supplier/Principal

In the unlikely event that your arrangements are significantly amended, cancelled or cannot be confirmed by the Supplier/Principal before commencement and there is time to do so, they will inform you and offer you the choice of the following options: (1) accept the change(for significant changes) or(2) purchase alternative comparable arrangements from the Supplier/Principal or(3) cancel your booking in which case you will receive a full refund of all monies that you have paid for your attraction ticket arrangements.The options set out above represent the full extent of the Supplier/Principal's liability to you in the event of a significant change or cancellation of your arrangements. Please note neither the Supplier/Principal nor we are responsible for any additional costs incurred as a result of this, nor will they be obliged to pay compensation.

(B) Alterations and Cancellations by you

Following an amendment, an amended voucher(where applicable) will be issued to you.The original voucher will then become invalid and should be destroyed.No refunds will be payable if the original voucher and not the reissued one is redeemed at the attraction concerned.If you have been paid a refund in respect of an amendment and you subsequently manage to use the original voucher you will be responsible for paying that refund back to the Supplier/Principal via ourselves.

If you cancel your booking but then somehow manage to redeem the original voucher you will be responsible for reimbursing the Supplier/Principal, via ourselves, for the full cost of the voucher.

(C) Your Responsibilities

The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party. If you are prevented from using an attraction because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other customers, the Supplier/Principal’s responsibility for your attraction ticket will cease.Full charges will apply and the Supplier/Principal will be under no obligation to provide a refund, compensation, or any further assistance.

Agency Terms of Business

  • For bookings made prior to 1 July 2018
  • For bookings made from 1 July 2018

Introduction

The following agency terms of business ("Agency Terms of Business") apply to all bookings made through Alpha Holidays Limited trading as Alpharooms.com (“Alpharooms”, “we”, “us”, “our”) whose registered address is 2nd Floor, Nucleus House, 2 Lower Mortlake Rd, Richmond TW9 2JA. References to "you" and "your" in these Agency Terms of Business mean all persons named on the booking (including anyone who is added or substituted at a later date). "We" "us" and "our" mean Alpharooms.

Please Note: We act only as an agent in respect of all bookings we take and/or make on your behalf. However, where you make a booking of multiple Travel Arrangements in such a way as to create a package holiday, we will accept responsibility for that as a “Multi-Contract Package” in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 (please see clause 2 below for further information as to the circumstances in which we will be acting as a Package Organiser).

As a result of the above, our obligations to you may vary depending upon which Travel Arrangements you book with us, and whether you book a “Single Component Booking” or a “Multi-Contract Package” and we have tried to set them out below as clearly as possible.

References to “Travel Arrangement(s)” in these Agency Terms of Business are to the accommodation, flights, transport, activities, excursions and other services we feature on our website. References to “Supplier/Principal” means the third party supplier of the Travel Arrangements, including but not limited to accommodation providers, transfer providers, car hire companies, airlines, tour operators and attraction providers.

For bookings with most airlines we will act only as your agent in making your booking. For all other bookings we act as agent on behalf of the Supplier/Principal.

1. Your Contract

When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Travel Arrangements, as specified on your confirmation invoice. Your booking with us is subject to these Agency Terms of Business and the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and you we advise you to read both carefully prior to booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal's liability to you. Please ask us for copies of these if you do not have them.

Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation on their behalf. Please see clause 7 for further information

As an agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the Travel Arrangements provided by the Supplier/Principal, unless we have sold those Travel Arrangements in such a way as to create a Multi-Contract Package (please see clause 2 for further information), in which case we will accept responsibility for those Travel Arrangements as Package Organiser.

2. Multi-Contract Packages

Where your booking is for a Multi-Contract Package, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in these Agency Terms of Business.

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

  1. transport; or
  2. accommodation; or
  3. rental of cars, motor vehicles or motorcycles (in certain circumstances); and
  4. any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.

This is called a Multi-Contract Package as you still have contracts with each of the individual Supplier/Principals providing the Travel Arrangements, however we, Alpha Holidays Limited, will accept responsibility for this booking as a Package Organiser.

IMPORTANT NOTE: Please note that where you have made a booking which consists of not more than one type of travel service as listed at (a) – (c) above, combined with one or more tourist services as listed at (d) above, this will not create a Multi-Contract Package where the tourist services:

  1. do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
  2. are selected and purchased after the performance of the transport, accommodation or car rental has started.

These bookings will be treated as “Single Component” bookings and will not be afforded the benefit of the rights under the PTRs.

Where you have booked a Multi-Contract Package, we still act as agent on behalf of the Supplier/Principals of your chosen Travel Arrangements but we will comply with our legal obligations under the PTRs as your Package Organiser and these are outlined in these Agency Terms of Business. This does not prejudice or otherwise affect our agency status with Supplier/Principals.

3. Making your Booking

During the booking process the key details of your booking will be confirmed to you. We will then proceed to confirm your booking with the Supplier/Principal(s).

By making a booking, the first named person on the booking (the "Lead Passenger") agrees that they:

  1. Have read these Agency Terms of Business and the specific terms and conditions of the relevant Supplier/Principal and has the authority to and does agree to be bound by them.
  2. are authorised to make the booking on behalf all persons named on the booking and by the parent or guardian of any party members who are under 18 years of age when the booking is made. By submitting the booking the Lead Passenger confirms that he/she is so authorised.
  3. consent to our use of personal data in accordance with Alpharoom’s Privacy Policy) and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including, where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements).
  4. are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services
  5. accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Please Note: If you wish to make a Group Booking (which is a booking consisting of 4 or more rooms) please call one of your group holiday booking experts, who are contactable on 0114 251 5070. Please note that the deposit and cancellation terms applies by Supplier/Principal(s) may differ in respect to Group Bookings.

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

4. Paying for your Booking

Unless otherwise advised, payment in full is required by the Supplier / Principal at the time of booking.

Some bookings for travel more than 15 days later are eligible for a low deposit plan to cover the cost of hotel and transfers with deposit top-ups and balance payment due at later dates.

Low Deposit Plan

If the value of your accommodation booking is more than £120.00 and 15 days away, you can secure your accommodation booking, and any airport transfers you have booked, with a £20.00 deposit. This deposit is non-refundable.

Deposit Top-ups

The deposit top-ups are due 30 days and 60 days from the booking date. We will automatically collect these or you can pay them via My Account. If we are unable to collect the top-ups and the top-ups are not paid by these dates we will notify the Travel Provider(s) and your booking will be cancelled. In the event of cancellation you will be liable for the applicable cancellation charges and a cancellation fee of £30 per person.

We reserve the right to collect any outstanding deposit amounts and any applicable charges automatically via the payment method used to pay the initial deposit or the payment method last used to make a payment, along with any applicable fees.

Overall Balances

The final balance is due 14 days before you travel. We will automatically collect this or you can it via My Account. If we are unable to collect the balance and the balance is not paid by this date we will notify the Travel Provider(s) and your booking will be cancelled. In the event of cancellation you will be liable for the applicable cancellation charges and a cancellation fee of £30 per person.

If the final balance has not already been paid off by the due date, we reserve the right to collect the balance due and any applicable charges automatically via the payment method used to pay the initial deposit or the payment method last used to make a payment, along with any applicable fees.

We reserve the right to collect the balances automatically on these dates using the payment method last used to make a payment, along with any applicable fees.

5. Card Charges

There are no debit or credit card fees. Note: We do not accept America Express Cards.

Credit Card Fraud Protection

Your payment will be handled by our payment provider. If we suspect a fraud, we reserve the right to cancel a transaction for security purposes.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases.By accepting these terms and conditions you consent to such checks being made.A credit check is not performed and your credit rating will be unaffected.All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

6. Discount and Promotion Vouchers

If you possess a discount voucher or promotional code entitling you to either a fixed amount or percentage off your booking this amount will be deducted at the final stage of your booking before any payment is taken.The value being discounted will clearly be shown to you as well as the balance that will be taken via your chosen payment method.

Discounts will only be made against the relevant component of your booking and any further components, administration fees and processing fees will not be discounted.Certain products and services cannot be discounted.By entering your discount or promotion code on the search form these will be excluded from your results.

In the event that your discount is more than the total value of your travel arrangements the balance of the voucher or promotional code will not be refunded and will become forfeit.

7. Confirmation of your Booking

At the time of booking you will be issued with an email acknowledging receipt of your booking. This e-mail will simply acknowledge receipt of your booking request and will not amount to a confirmation that your booking has been confirmed.

Your booking will be confirmed and a contract will come into existence between you and the relevant Supplier/Principal(s) when we have received the required payment and issued you with a confirmation invoice, on behalf of the Supplier/Principal(s). This is confirmation of your booking.

Please note that we do not issue invoices in circumstances where your booking requires payment to be made directly to the Supplier/Principal (such requests should be made of the Supplier/Principal during the course of your stay). Furthermore, a payment made at the time you are making your booking does not in itself mean that your booking is confirmed. We make live, and often non-refundable, reservations with Supplier/Principals for which we need to have the security that we have appropriate payment from you. Your initial payment to us gives us your authority to confirm your booking with the Supplier/Principals. If in the short period between us taking your payment and seeking to confirm your booking with the Supplier/Principal the product has become unavailable and we cannot book an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product.

8. Documentation

All relevant documentation (itineraries, invoices and all vouchers including flight tickets) will normally be sent to you via email.In the rare cases where documents cannot be sent electronically they will instead be sent by first class post. Any documents sent by post will be despatched 2 weeks prior to your departure date and is assumed to be received once sent by us.Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued you will be responsible for all related costs.Other delivery options are available but are subject to the payment of an additional charge.

For attraction tickets full instructions will be given with the voucher as to how they should be redeemed. On receipt of any documents please check that all names, dates and timings are correct and advise our Customer Services team immediately of any errors.Please ensure in particular that the names given are the same as in the relevant passport.

Please note that any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Supplier/Principal.

Alpharooms will not be responsible for any information or documents that you do not receive, as a result of your failure to provide a valid e-mail address. We will also not be responsible if our email is delivered to your spam folder.We undertake reasonable measures to ensure this doesn't happen but it is your responsibility to regularly check your spam folder.

9. Pricing

9.1 Single Component Bookings

Prices are quoted in the currency you choose. We reserve the right to change prices at any time before you book.

The exchange rates shown on this site are provided for guidance only and are only relevant at the time of booking. If, for a relevant hotel booking, you choose to pay at the hotel then the applicable exchange rate will be that for the day on which payment is made.

Prices do change from time to time and can go up as well as down. You will be able to determine the up to date price for your chosen services prior to confirming your booking.

Please note that the Supplier/Principal(s) of most flight, accommodation, transfer and attraction ticket guarantee that once you have made your booking for their products (errors and omissions excluded), they will not increase the price of your booking. If the price decreases, you will however not be entitled to any refund. Some of these Supplier/Principals do however reserve the right to increase prices in the event of retrospective increases in VAT or other Government taxes.

For car hire bookings the base price is similarly likely to be fixed by the Supplier/Principal at the time of booking. Some car hire bookings are however subject to local taxes which are levied at the applicable rate of tax at the start of the rental period. The cost of these local taxes cannot therefore be fixed in advance.

For accommodation bookings in some destinations there are additional taxes which can only be paid locally.These are not included in the prices shown on our website.

9.2 Multi-Contract Package Bookings

Where you booked a Multi-Contract Package, we reserve the right to increase the price of confirmed Travel Arrangements within that Multi-Contract Package, solely to allow for increases which are a direct consequence of changes in:

  1. The price of the carriage of passengers resulting from the cost of fuel or other power sources.
  2. The level of taxes or fees applicable to the Travel Arrangements imposed by third parties not directly involved in the performance of the Travel Arrangements, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports, and
  3. The exchange rates relevant to the Travel Arrangements.

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers

You will be charged for the amount of any increase in accordance with this clause. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed Multi-Contract Package (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another Multi-Contract Package if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Should the price of your Multi-Contract Package go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10. However, please note that Travel Arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

There will be no change made to the price of your confirmed Multi-Contract Package within 20 days of your departure nor will refunds be paid during this period.

Please note that this clause 9.2 applies to Multi-Contract Package bookings only.

10. Special Requests

If you have any special requests(for example dietary requirements, cots or room location) you must advise us at the time of booking.

Although we will endeavour to pass any reasonable requests on to the relevant Supplier / Principal, no guarantee that any request will be met can be given and we will have no liability to you if they are not.

If you request confirmation in writing that a special request has been noted or passed on to the Supplier / Principal or request the inclusion of the special request on your confirmation invoice or any other documentation please note this is not confirmation that the request will be met.Unless and until specifically confirmed, all special requests are subject to availability and local charges may apply

11. Insurance

It is a condition of booking for many Supplier/Principals that you take out sufficient travel insurance to cover the travel arrangements you have made. We strongly recommend that you take out such insurance. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. Where you have booked a Multi-Contract Package y, it is a condition of booking that you have adequate travel insurance.

If you choose to travel without adequate insurance cover, neither we nor the Supplier/Principal will be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

12. Medical Conditions and Disabilities

If you or any member of your party has any medical condition or disability which may affect your booking or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you make your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and also whenever any change in the condition or disability (if any) occurs. You must also promptly advise us if any medical condition or disability which may affect your arrangements develops after your booking has been confirmed. If the Supplier/Principal reasonably feels unable to properly accommodate the particular needs of the person concerned, they reserve the right to decline the reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when the Supplier/Principal becomes aware of these details.

13. Passports, Visas and Health

It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. We can only provide general information about the passport and visa requirements for your trip. You should confirm the specific passport and visa requirements and other immigration requirements for you and your party with the relevant Embassies and/or Consulates.

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your own specific circumstances.

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

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.

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

For further information British Citizens should contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.

Non British Citizens, including other EU nationals, should contact the Embassy, High Commission or Consulate of your destination, for up to date advice on passport and visa requirements.

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

14. Amendments by you

14.1 An amendment request will only normally be accepted by the Supplier/Principal up to and including 7 days prior to travel. Amendments closer to departure may be possible however this will need to be confirmed with the Supplier/Principal on a case by case basis. In addition your amendment request will be subject to the terms outlined below. Please note that some amendments involve rebooking at current prices in which case any costs due to fluctuating prices and availability will be chargeable in addition to the standard charges outlined.

All amendment requests must be made directly to us in writing or by using 'My Account' online. Whilst we will try to assist, we cannot guarantee that such requests will be met. Any requests for amendments must be made in writing from the person who made the booking. Amendments can only be accepted in accordance with the terms and conditions of the Supplier/Principal. We will charge an administration fee of £30 per person and any further cost we incur in making this alteration. Please note that certain travel arrangements may not be changeable after a reservation has been made and any amendment request could incur a cancellation charge of up to 100% of that part of the arrangements. If amendments are required within 12 weeks of departure cancellation charges may apply in addition to an administration charge of up to £50 per person, charged by the Supplier/Principal in addition to our own administration charge and costs.

Note: Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Most 'no frills' airlines have cancellation charges of 100% from time of booking.

14.2 Multi-Contract Package Bookings – Transfer of Booking

If, where you have booked a Multi-Contract Package, you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

  1. That person is introduced by you and satisfies all the conditions applicable to the holiday
  2. We are notified not less than 7 days before departure
  3. You pay any outstanding balance payment, an amendment fee of £50 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
  4. The transferee agrees to these Agency Terms of Business and all other terms of the contract between us

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out above will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Please note that this right to transfer only applies to customers who have booked a Multi-Contract Package.

15. Cancellations by you

15.1 Any cancellation request must be sent to us in writing and will not take effect until received by us. Cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal.

If you cancel your booking, the Supplier/Principal may charge the cancellation charges outlined in their terms and conditions (which may be 100% of the cost of the travel arrangements) along with our administration fee of £30 per person. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.

All cancellation requests must be made directly to us in writing or by using 'My Account' online.

Most of Supplier/Principals apply the following cancellation charges:

Period before departure in which notification
of cancellation is received
Cancellation charge (along with applicable fees as mentioned above):
More than 84 days before departure: Loss of deposit
84 – 57 days before departure: 30% of booking cost or deposit, whichever is greater
56 – 29 days before departure: 50% of booking cost
28 – 22 days before departure: 75% of booking cost
21 – 8 days before departure: 90% of booking cost
7 days or less before departure: 100% of booking cost

Please Note: the above cancellation charges are provided by way of illustration only, in relation to any booking made the applicable Supplier/Principal may apply different cancellation terms to your booking, in which case you will be liable to pay such differing cancellation terms, as part of your contract with the Supplier/Principal. If a Supplier/Principal’s policy differs from the above you will be informed at the time of cancelling.

Non refundable rooms cancelled will incur a 100 % charge from the time of booking along with our administration fee of £30 per person.

Note: For flight bookings with all low cost airlines, the cancellation charges will be 100%. Bookings that include Scheduled flights may incur different cancellation charges as per their terms and conditions

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.

15.2 Multi-Contract Packages Only: Cancellation by you due to Unavoidable & Extraordinary Circumstances

Where you have booked a Multi-Contract Package, you have the right to cancel your confirmed Multi-Contract Package before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, Alpharooms shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel your Multi-Contract Package in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

Please note that this right to cancel only applies to customers who have booked a Multi-Contract Package.

16. Changes and Cancellations by the Supplier/Principal

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

16.2 Multi-Contract Package Bookings:

Where you have booked a Multi-Contract Package, if a Supplier/Principal makes a significant change to or cancels your confirmed Multi-Contract Package booking, this clause 16.2 will apply.

Changes: If the Supplier/Principal makes an insignificant change to your Travel Arrangements, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change.

Occasionally the Supplier/Principal may have to make a significant change to your confirmed Travel Arrangements. Examples of “significant changes” include the following, when made before departure:

- A change of accommodation area for the whole or a significant part of your time away.

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

- A change of outward departure time or overall length of your arrangements by more than 12 hours.

- A change of UK departure airport except between:

  •   The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend
  • The South Coast airports: Southampton, Bournemouth and Exeter
  • The South Western airports: Cardiff and Bristol
  • The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield
  • The Northern airports: Liverpool, Manchester and Leeds Bradford
  • The North Eastern airports: Newcastle and Teesside

- The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen.

- A significant change to your itinerary, missing out one or more destination entirely.

Cancellation: the Supplier/Principal will not cancel your Travel Arrangements less than 60 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. The Supplier/Principal may cancel your Travel Arrangements before this date if, e.g., the minimum number of clients required for a particular Package Holiday is not reached.

If the Supplier/Principal has to make a significant change or cancels your confirmed Multi-Contract Package, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:

  1. (for significant changes) accepting the changed arrangements; or
  2. having a refund of all monies paid; or
  3. accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost)
  4. if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again we will assume that you have chosen to accept the change or alternative booking arrangement.

Compensation

In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:

  • If, where the Supplier/Principal makes a significant change, you do not accept the changed arrangements and cancel your booking
  • If we cancel your booking and no alternative arrangements are available
Period before departure in which we notify you Amount you will receive from us*
More than 84 days £0
84 – 43 days £5
42-29 days £10
28-11 days £15
10-0 days £25

*IMPORTANT NOTE: We will not pay you compensation in the following circumstances:

  • Where the Supplier/Principal makes an insignificant change
  • Where the Supplier/Principal makes a significant change or cancels your Multi-Contract Package more than 60 days before departure
  • Where the Supplier/Principal makes a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements
  • Where we have to cancel your Multi-Contract Package as a result of your failure to make full payment on time
  • Where the change or cancellation by the Supplier/Principal arises out of alterations to the confirmed booking requested by you
  • Where the Supplier/Principal is forced to cancel your Multi-Contract Package due to Force Majeure (see clause 27)

If the Supplier/Principal becomes unable to provide a significant proportion of the Multi-Contract Package that you have booked after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those arrangements are of a lower standard, provide you with an appropriate price reduction.

Please note that this clause 16.2 only applies to customers that have booked a Multi-Contract Package and these additional rights are offered to the customer by virtue of the PTR’s. These rights are not afforded to customers who have not booked a Multi-Contract Package and do not otherwise affect Alpharoom’s agency status.

17. Accuracy

While we try to ensure that all details, including prices, displayed on our websites are accurate, given the large volume of products we offer, some mistakes will inevitably arise. The product information displayed on our website is taken as live feeds from the systems of the relevant Supplier/Principal’s and Alpharooms cannot therefore accept responsibility for any errors.

Notwithstanding the above, in cases where details of a product are materially incorrect we will offer you the choice of continuing with your booking at the correct price or cancelling with a full refund of money paid on that product only. We will not be obliged to offer any additional compensation for disappointment suffered.

All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.

Our Website may contain hyperlinks to websites operated by other parties, such as Tripadvisor. Such hyperlinks are provided for your reference only. We do not control such websites and are not responsible for their contents or the privacy or other practices of such websites. Further, it is up to you to take precautions to ensure that whatever links you select or software you download (whether from this Website or other websites) is free of such items as viruses, worms, trojan horses, defects and other items of a destructive nature. Our inclusion of hyperlinks to such websites does not imply any endorsement of the material on such websites or any association with their operators.

18. Customer Testimonials

Where you send us testimonials, reviews, comments or other such material ("the materials") relating to your arrangements with us, you agree that we are permitted to publish these materials, or extracts of these materials on our website, marketing material or otherwise as we see fit. You disclaim any proprietary or other rights you may have in the materials, and agree that such materials can be freely used by us for any reason whatsoever, without your further permission. Please note that we will not publish your full name, address or contact details on our website and this shall remain confidential at all times.

19. TripAdvisor Reviews and Ratings

TripAdvisor Reviews and Ratings content is provided by our partner TripAdvisor. The reviews are the views and opinions of TripAdvisor members and not TripAdvisor LLC, they are shown on alpharooms.com 'as is' and are not filtered. We accept no responsibility for content provided by TripAdvisor.

20. Complaints

Because the contract for your Travel Arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them.

If you experience problems with your Travel Arrangements you must advise the local representative of your Supplier/Principal immediately, in order to give them the opportunity to resolve the problem. If you don’t do this it may weaken any claim you may have against the Supplier/Principal and the amount of compensation you may be entitled to may be reduced or extinguished as a result. Emergency Numbers covering your Travel Arrangements can be found on the relevant voucher.

If the Supplier/Principal is unable to assist you please call 0044 114 2515093 and we will do our best to help, in our capacity as agent. Please note that this is a dedicated in resort line and is reserved solely for the use of customers experiencing problems while abroad. If you are not due to be abroad at the time of your call the agents manning this number will not have any information relating to your booking.

In the event that the matter was not rectified in resort or you are unhappy with the service you have received from the Supplier/Principal or us we want to hear from you. Letting us know your concerns gives us the opportunity to try to put matters right for you in our capacity as agent.

In order to do this you need to provide a letter with any supporting evidence (photos, receipts etc.) to:

Customer Relations
Alpha Holidays Limited.
2 Vine Street
Uxbridge
UB8 1BP

Please note that we do not offer any form of Alternative Dispute Resolution. However, you can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.

21. Financial Protection

Insolvency Protection for Multi-Contract Package Bookings

We provide financial protection for Multi-Contract Packages which includes flights by way of our Air Travel Organiser’s Licence number T7599, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk.

When you buy an ATOL protected flight or Multi-Contract Package which includes a flight, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what means for you and who you can contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom.

We, or the suppliers/principals 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/principal are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (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 outstanding money 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, of the supplier/principals 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 claims 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 body has paid sums you have claimed under the ATOL Scheme.

We provide financial security for Multi-Contract Packages which don’t include flights through our membership with the Travel Trust Association of 2 Crown Square, Woking, Surrey, GU21 6HR. The Travel Trust Association exists in order to protect you, the customer, with 100 percent financial protection and has been doing so for over fifteen years. This means that you can book your holiday secure in the knowledge that Travel Trust Association will protect you in the unlikely event of a member becoming insolvent. Should a member of the Travel Trust Association for any reason financially fail or cease trading, the Travel Trust Association will liaise with the suppliers and Tour Operators to ensure that you holiday goes ahead unaffected. If for any reason this is not possible, the Travel Trust Association will administer a claim for a refund of money that you have paid to a member for your holiday. Read more here.

22. Data Protection

Please see our Privacy Policy which explains how we will process your personal data.

23. Prompt Assistance for Multi-Contract Packages

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

Please note that clause 23 only applies to customers who have booked a Multi-Contract Package

24. Our Responsibilities for your Booking

24.1 Single Component Bookings:

Where you have booked a Travel Arrangement on its own as a Single Component booking, your contract is with the Supplier/Principal and its terms and conditions apply. As agent, we accept no responsibility for the actual provision of the Travel Arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Travel Arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

24.2Multi-Contract Package Bookings:

(1) Where you have booked a Multi-Contract Package, although we still act as agent for the Supplier/Principal and your contract is with the Supplier/Principal, we will accept responsibility for the Travel Services making up your Multi-Contract Package as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below. As such, we are responsible for the proper provision of all the Travel Arrangements included in the Multi-Contract Package, as set out in your booking confirmation. Subject to these Agency Terms of Business, if we or the Supplier/Principals negligently perform or arrange those Travel Arrangements and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Package Holiday you may be entitled to an appropriate price reduction or compensation or both. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your Multi-Contract Package. Please note that it is your responsibility to show that we or the Supplier/Principal(s) have been negligent if you wish to make a claim against us.

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

  1. the acts and/or omissions of the person affected; or
  2. the acts and/or omissions of a third party unconnected with the provision of the Travel Arrangements contracted for and which were unavoidable and extraordinary; or
  3. Force Majeure (as defined in clause 27).

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

  1. loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
  2. Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
  3. Claims in respect of international travel by air, sea and rail, or any stay in a hotel:
    • The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.
    • In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
    • When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to us and the Supplier/Principal(s) strictly in accordance with the complaints procedure set out in these Agency Terms of Business

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

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:

  1. which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
  2. relate to any business.

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

(8) Multi-Contract Packages: Where it is impossible for you to return to your departure point as per the agreed return date of your Multi-Contract Package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Multi-Contract Package. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

25.Delays, Missed Transport Arrangements and other Travel Information

If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.

Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.

We cannot accept liability for any delay which is due to any of the reasons set out in clause 24 of these Agency Terms of Business (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).

The carrier(s), flight timings and types of aircraft shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know.

Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.

26. Your Behaviour

You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the Supplier/Principal(s) concerned. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. Supplier/Principals reserve the right at any time to terminate your arrangements due to your behaviour, where justified in their reasonable opinion. No refunds will be given. Furthermore, neither the Supplier/Principals nor we shall be under any obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your stay/transfer being terminated. You agree to indemnify us against any claims (including legal costs) made against us or on behalf of the owner of any such property or accommodation. Finally you are also liable to make a reimbursement to the Supplier/Principal for any damage caused, before the end of your stay.

The Supplier/Principal reserves the right to terminate (before or after departure) your booking or that of any member of your party due to your or their misconduct, within their reasonable opinion.

27. Force Majeure

Except where otherwise expressly stated in these Agency Terms of Business, we will not be liable or pay you compensation if our obligations to you are affected by unavoidable and extraordinary circumstances, meaning any event beyond our of the Supplier/Principal’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken (“force majeure”). Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier/principal(s) concerned’s control.

Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

28. Excursions

We do not sell excursions or organise activities. We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. We do not have any responsibility or liability whatsoever for anything which may go wrong on a resort booked excursion and cannot accept any liability on any basis in relation to such activities or excursions.

29. Jurisdiction

Your contract with us will be governed by English Law. Any related disputes will be dealt with by the courts of England and Wales unless you live in Scotland or Northern Ireland in which case the local courts can deal with any dispute.

30. Flight Only Bookings

Alpharooms acts as a booking agent for a number of ATOL holding flight providers. When you make a Flight Only booking with an ATOL holding flight provider you will receive financial protection under that ATOL holding flight provider’s ATOL licence, as set out in the ATOL Certificate to be supplied.

For all other Flight Only bookings to a destination outside the United Kingdom your booking will either be authorised under the Alpha Holidays Limited ATOL Number T7599 and protected under the ATOL scheme, as set out in the ATOL Certificate to be supplied, or we will act as your agent (in accordance with clause 28, below) we will advise you as to the protection that applies, at the time of booking.

31. Low Cost and Scheduled Airline Bookings

For bookings with low cost and most scheduled airlines we will act only as your agent in making your booking.

We will purchase the flight seats on your behalf directly from the airline, using the payment details you provide. Where you have used a credit card to book this normally offers you protection under the Consumer Credit Act in the unlikely event of the airlines failure. In processing your payment you may see two separate transactions on your card statement one will be for the cost of your flights with the airline and the remainder will be your payment to Alpharooms including our service fees.

Please note that generally, all low cost and scheduled airlines have a policy that flight bookings are non-refundable.

No tickets will be issued for low cost or scheduled flights. You should use the confirmation number which will be emailed to you with your booking details to log onto the airlines website and obtain your flight documentation.

All flights will be subject to the relevant international conventions which govern air travel and the airline's conditions of carriage which limit liability to you. Copies are available on request.

Additional Terms for Accommodation Bookings

(A) Hotel Ratings

The hotel ratings featured in our advertising and on our website are the Supplier/Principal's own ratings and are based on official tourist board ratings. The rating standards applied may vary from country to country and between Supplier/Principals.

(B) Hotel Standards

The hotels featured in our advertising and on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.

(C) Pricing

Some Supplier/Principal’s charge different rates for different nationalities staying at their hotel, particularly if you are a citizen of the country in which you wish to stay.Please note this does not affect UK or Irish citizens and in most circumstances does not apply to other EU residents travelling to a country within the EU where they are not a citizen. Problems typically occur where passport holders travel to the country where their passport was issued.If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult.

Included in the price is:

The accommodation as confirmed to you, plus the board basis you have chosen and paid for.

  • Self Catering: No meals, however, the room will have kitchen facilities.
  • Room Only: No meals and no kitchen facilities.
  • Bed & Breakfast: Continental Breakfast only unless otherwise stated.
  • Half Board: Breakfast and Evening meal - no drinks.
  • Full Board: Breakfast, Lunch and Evening meal - no drinks.
  • All Inclusive Board Types: These vary significantly by Supplier/Principal.The guide below is indicative only. Individual hotels and third party supplier interpretations of the board options below may differ.

Included

All Inclusive(Standard)

All Inclusive Lite

All Inclusive Bronze

All Inclusive Silver

All Inclusive Gold

Breakfast

Yes

Yes

Yes

Yes

Yes

Lunch

Yes

Yes

Yes

Yes

Yes

Dinner

Yes

Yes

Yes

Yes

Yes

Snacks

Yes

No

Yes

Yes

Yes

Local Alcohol

Yes

Yes With Meals

Yes Between 10.30 - 23.00

Yes Between 10.30 - 23.00

Yes

Local Soft Drinks

Yes

Yes With Meals

Yes Between 10.30 - 23.00

Yes Between 10.30 - 23.00

Yes

Branded Drinks

No

No

No

No

Yes

Activities

No

No

No

Yes(see Hotel description for included activities)

Yes(see Hotel description for included activities)

VAT is included in the cost of all accommodation to countries within the EU.

Special offers are subject to availability.

What's not included in your booking:

The basic accommodation cost does not include:

  • Transfers between airport and accommodation.
  • Excursions and other personal expenditure, unless otherwise stated within the offer on the website.
  • Additional charges for rooms, meals or under-occupancy in apartments that are not stated to be included in your booking.
  • Charges that accommodation establishments or apartments may make for facilities such as cots, air conditioning, parking, minibus services, sun beds, sauna, tennis courts and equipment, porters, internet access, safety deposit boxes etc.
  • Deposits requested on arrival by some accommodation establishments.
  • Certain countries have a local tax, known as 'occupation tax', 'tourist tax', ‘City tax' or ‘resort tax', which must be paid directly by you at your accommodation or at the airport.

(D) Our price promise

We offer a lowest price guarantee on hotel bookings.

If you make a hotel booking through us and then find a lower price on the internet site of another TTA and/or ATOL bonded UK based travel agency then, subject to the these terms and conditions, we will refund you the difference.

Should you have a valid claim, please login to My Account and create a Support Request.

Claims must be made within 24 hours of booking and must include the following information

  • Your booking reference with us (Itinerary number)
  • Name of hotel
  • Arrival date
  • Name of other website and price quoted
  • Link to the other website showing the different rate or a screenshot of the site

Please note we must be able to verify the alternative rate is both available and immediately bookable online with another TTA and/or ATOL bonded UK based online agency. If the Support Request fails to contain any of the above information, it may lead to a delay in processing your refund application.

If the same room type in the same hotel for the same date is found at a lower price on another TTA and/or ATOL bonded UK based travel agency website your claim will then be investigated and if applicable we will issue you with a refund. In order to claim a refund of the difference between the price agreed with Alpharooms and the lower price the following conditions must be satisfied:

  • The booking must have been made online.
  • The claim must be based on a like for like comparison of the same type of room, occupancy and party composition (mix of adults and children) in the same hotel, including the same services as those offered by Alpharooms (e.g. inclusive of service charges, taxes and breakfast) and be for the same dates as you have actually booked.
  • The accommodation at the lower price must be available immediately for purchase by an online customer. "On Request" rooms are excluded.
  • The accommodation at the lower price must not be a special offer price, discounted due to frequent flyer mileage credits, a promotional price or part of a package.
  • The accommodation at the lower price must be offered in the same currency as that of the booking with Alpharooms
  • Alpharooms must verify the claim to our reasonable satisfaction. This includes being able to verify the alternative rate is both available and bookable online through another TTA and/or ATOL bonded UK based travel agency.
  • Exclusions: The following bookings are excluded from this price promise
    • Bookings made via our call centre.
    • Bookings made within 96 hours of departure.
    • Direct payment bookings, where you pay the hotel and not Alpharooms for your accommodation booking.
    • Bookings made during fair and exhibition periods.
    • Bookings involving more than 3 rooms.
  • Refunds must be claimed within 24 hours of the time of booking.
  • Only one refund claim can be made per person per month
  • The refund claim must be submitted as a Support Request in the My Account section of our website under the heading "I want to take advantage of the price promise". Any request sent by other means will not be accepted.

We will review your request and contact you via e-mail within 2 business days. If you are eligible for a refund we will credit the payment method used to make the booking. If your booking has not been paid in full, then the refund will be deducted from your outstanding balance.

As an alternative to refunding you the difference between the price agreed with Alpharooms and the lower price we may, at our sole discretion, cancel your booking and refund you in full.

(E) Child Ages

Different hotels specify different maximum ages for passengers to be classed as children, though the most common maximum child age is 12. If you are travelling with children, you will be asked to enter the ages of the children travelling with you. The age(s) you enter must be the ages at the time of travel, up to and including the day of departure.

(F) Number of Nights

The number of nights stated in the price online refers to the number of nights the accommodation has been reserved for you. Some flights may be night flights; when you arrive in resort your accommodation will only be available if you have reserved it for that night.

(G) Check in/check out times

These will vary by property and Supplier/Principal; but the following is a guide:

  • Check in: from 3pm
  • Check out: by 11am

Late check outs may be possible but must be agreed directly with the Supplier/Principal. An additional charge will normally apply.

Additional Terms for Flight Bookings

(A) In flight meals

The prices that we advertise do not include in-flight meals.

(B) Baggage allowances and charges

All airlines have a standard baggage allowance which is included in their prices. Allowances differ significantly from airline to airline. The allowance you are entitled to is set out in the terms and conditions of your airline. Where you require an extra luggage allowance this will have to be added to the booking and paid for.

Some airlines consider hold baggage to be an optional extra. When you are booking with an airline that does make a charge for luggage it is not included or displayed in our head line prices and the option to add this extra facility will be offered to you after we have received your order request. Please note that all hold luggage charges are dependent on the price charged to us by the airline in question. The luggage allowance will be dictated by the airline in question and can again vary. Should you choose not to take any hold baggage on your trip then you will receive the standard hand baggage allowance as detailed in the airlines terms and conditions. This will normally be between 5 and 10kg. Bags must be no larger than the dimensions allowed by the airline in question for carry on luggage. For further information please refer to the airline terms and conditions.

Please note where flight extras are added at the time of booking they cannot be removed, cancelled or refunded.

(C) Online check in

Please note that an increasing number of airlines require you to check in online. Where applicable your booking documentation includes instructions regarding the online check in procedure. Failure to check in online will result in check in fees at the airport which you will be liable to pay for.

(D) Changes to Flight times by the Supplier/Principal

Flight operators may occasionally change their flight times. If required by the flight operators terms and conditions you must confirm your flight times prior to departure on both your outward and return journeys. Please check this in the correspondence received from your Supplier/Principal, including the Supplier/Principal’s terms and conditions. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

We cannot accept responsibility in the event that you miss your flight if you do not confirm your flight times when required to do so.

(E) Fees and charges

You may be charged a flight transaction fee on top of the price of the flight. If applicable, this charge will be identified during the booking process. If your flight is cancelled by the airline the transaction fee will not be refunded.

Additional Terms for Transfer Bookings

(A) Drop off and Collection

Please note the Supplier/Principal of any transfer booking will always aim to drop and/or collect you as close to your accommodation as possible. In some instances it may not always be possible for the vehicle to take you onto the premises due to circumstances outside of the Supplier/Principal's control.

(B) Transfers Standards

The transfers featured in our advertising and on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.

(C) Luggage Allowance

Standard Luggage Allowance

  • The standard luggage allowance is one piece of hand luggage and one standard suitcase/holdall (less than 23kg) per person.
  • On a Shuttle Service there is no additional charge for pushchairs and manual fold-down wheelchairs or for small sports equipment such as tennis rackets.
  • On a Private Transfer, if you are bringing pushchairs or fold-down wheelchairs, please book a vehicle large enough to ensure you and your belongings can all travel in comfort and safety, for example if four people are travelling with luggage and a pushchair, please book a vehicle for five or more people.

Excess Luggage

  • On a Shuttle Service sports equipment, such as ski or golf bags, surf boards or bicycles, is classed as excess luggage and is normally chargeable. Please check with us before booking.
  • On a Private Transfer, if you bring large suitcases or other excess luggage (including pushchairs and/or wheelchairs) that cannot fit inside the vehicle, you may be asked to pay for a second vehicle.

(D) Late Arrivals

The Supplier/Principal will always endeavour to make sure that your transfer service is provided, even when flights are delayed, or affected by circumstances outside of your control.

However, please be aware that it is your responsibility to make the Supplier/Principal aware of any delays; it is not always possible to predict and/ or obtain information with regard to such instances. As a result neither we nor the Supplier/Principal accepts responsibility for missed transfer services due to delayed, postponed, or other problems affecting flights.

In the event a return flight is missed owing to a delay with the transfer service which is out of the Supplier/Principal’s control, they will not be responsible for any additional costs incurred nor will compensation be due.

(E) Your Responsibilities

Neither we nor the Supplier/Principal accept responsibility for transfer services not received as a result of incorrect information provided by you at the time of booking.

The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party.

If you are prevented from travelling because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other passengers, the Supplier/Principal’s responsibility for your transfer will cease. In these circumstances full cancellation charges will apply and no refund will be given. Furthermore, the Supplier/Principal shall be under no obligation to pay compensation or meet any costs or expenses you may incur as a result of the service being terminated.

When you book a transfer service through us you accept responsibility for any damage to the transfer vehicle caused by you or a member of your party and you are liable to reimburse the Supplier/Principal before you return home. You also agree to indemnify us against any claims (including legal costs) made against us or on behalf of the Supplier/Principal.

Additional Terms for Car Hire Bookings

(A) General

Please note that the rental of the vehicle will be subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the Supplier/Principal which supplies the vehicle. You should satisfy yourself that you understand (and agree) to its booking conditions, as you will be subject to, and must comply with these conditions, and the local law.

We cannot accept liability for any charges incurred on documentation signed for and accepted locally. We strongly recommend that, prior to signing the car hire company's local rental agreement, you ensure that the details on this agreement match those details on your car rental voucher. Any additional purchases accepted to your credit card after the rental agreement has been signed will be your own financial responsibility.

We will not be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, off road driving or driving without due care and attention. You accept responsibility in respect of such claims. This list is not exclusive.

(B) Pricing

Included in the standard rental rate is:

  • Mandatory insurances. These vary from country to country. Please check the Supplier/Principal’s booking conditions to ensure that the mandatory cover is adequate for your needs. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
  • Airport surcharges, with the exception of Israel.
  • Bail bonds (where needed).
  • All taxes on pre purchased items (except Australia where taxes are paid locally by law).

What's not included?

  • Non-mandatory insurances. Please review the Supplier/Principal’s booking conditions and advise us of any additional insurance cover that you require. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
  • Fuel (please see also the deposits section below).
  • Garaging, tolls, congestion charges, parking and traffic fines.
  • Additional driver charges where applicable - please check online or with our reservations department at the time of booking. These charges are payable locally.
  • Out of hours charges.
  • Optional extras.
  • One-way rental charges where applicable.
  • Delivery and collection charges where applicable.
  • Young drivers charges where applicable.
  • Licence fees in Barbados and Jersey.
  • All taxes on items purchased locally

Mileage allowances

These vary significantly from location to location. Please check the Supplier/Principal’s booking conditions for details of the mileage allowances included for your booking.

(C) Tax

Any charges payable locally are subject to local taxes at the prevailing rate in that country.

(D) Flight information

For airport pick-ups, it is essential that you provide the correct flight number and arrival time, before departure. This can be done either online or by phone.

If this is not available at the time of booking, please ensure that provide us with this information at least 7 days prior to departure. No responsibility can be accepted or compensation allowed for a failed rental due to the late provision of this information.

(E) Out of hours charges

In most locations flights will be met and cars supplied outside of normal working hours. However, there may be an additional charge for this service payable locally. You will be notified of any additional charges within 48 hours after you give us your flight information. In the event that a flight is delayed, causing the car pick-up to fall outside normal working hours, the additional charge will be made locally, where the out of hours service is available.

Neither we nor the Supplier/Principal can accept no further responsibility where there is no out of hours facility available and it is therefore recommended that you take independent travel insurance to cover this eventuality.

(F) Period of rental

The duration of your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher, the price of which will be confirmed at the time of booking and is calculated on the basis of 24-hour units. If you wish to extend the rental period after collection of the car, or if you return the car later than stated on your voucher, you will be charged locally at the local daily rate, which may be higher than our rates. No refunds are payable on cars returned early.

(G) Special requests

Child seats: these are mandatory in most countries and must be requested at the time of booking. If requested and confirmed at least 7 days prior to departure these will be guaranteed. Although instructions will be provided you will be required to fit the child seat yourself. For older children, it is recommended that you take your own booster seats.

Roof racks and ski racks: these are available in some locations and should be specially requested at the time of booking. There is usually a charge for them which is payable locally. No guarantee can normally be made regarding their availability unless a specific package is purchased.

Delivery and collection must be booked by phone.

(H) Driver’s age

If you are under 25 years old please inform our reservations staff at the time of booking. Age restrictions may apply in certain destinations, and in some cases there may be a young driver charge payable locally.

(I) Driving licence

Drivers must hold and produce at car rental collection a full national driving licence from their country of residence, valid for at least one year. (In some cases an International driving permit maybe required, please check the important information at the time of booking)

Drivers holding a photocard British driving licence must also present the paper endorsement sheet that was issued with the licence.

In certain locations and for some car types, drivers must have held a full licence for a minimum of 2 years.

It is the driver's responsibility to ensure that he/she has the appropriate driving licence.

You must inform us of any endorsements on the driver's licence as we may be unable to process your booking, on behalf of the Supplier/Principal.

No refunds will be given for rentals rejected due to non-production of a driving licence or non-disclosed endorsements.

Faxed or photocopied licences are not acceptable.

(J) Rental documents

The rental voucher must be presented when picking up your rental car. We cannot be held responsible for rentals rejected if a voucher is not presented.

You should retain your rental documents and related receipts for a minimum of 28 days after returning home.

(K) Deposits

When you collect your car you will be required to leave a deposit with the Supplier/Principal to cover the collision damage waiver excess, theft waiver excess (where applicable) and fuel. To do so, a valid credit card in the name of the lead driver, must be produced.

Deposits vary from destination to destination.

Cash deposits are rarely accepted.

Where a deposit for fuel is payable, it will usually be refunded if the car is returned with a full tank. If the tank is not returned full, the car hire company will charge for fuel at its prevailing rate. They may also levy a refuelling charge. Please check the fuel policy when you pick up your car.

Deposits against damage are required in some countries. A major credit card can be used for this purpose.

(L) Provision of cars

The Supplier/Principal can refuse to provide a car to any customer who is, in their opinion, unfit to drive or does not meet eligibility requirements. In such circumstances your contract with the Supplier/Principal will terminate immediately, and we will have no further liability to you, and no refund will be due.

(M) Number of passengers

Rental cars are insured for a maximum number of passengers. We cannot accept responsibility if the vehicle is not large enough to fit all passengers and luggage on arrival if details were not supplied at the time of booking. In the interest of safety this maximum number must not be exceeded and if exceeded the insurance will be invalidated.

(N) Driving restrictions

Restrictions are applicable when crossing country and state borders. Please consult our reservations department at the time of booking as to whether border crossing is permitted and what, if any, charges apply.

(O) Insurance

Collision Damage Waiver ("CDW")

Your car rental agreement with the Supplier/Principal will normally include CDW which waives, in most circumstances (see exclusions below), your liability to pay for any damage caused to the vehicle during the period of hire, subject only to the payment by you of a charge, referred to as an "excess" (unless you are advised that this is not applicable at the time of booking). Your liability for the damage will be limited to the cost of the excess. CDW is subject to certain exclusions which include, without limit, when damage is caused to windows/windscreens, wheels and tyres, the underside or roof of the car or where the vehicle is driven off-road or on un-tarmacked roads, without due care and attention, negligently or where the driver is under the influence of alcohol or other drugs. Your liability to pay for the damage will therefore not be waived in these circumstances and you may be liable for the full cost.

Damage Excess Waiver ("DEW")

If you would like to waive your liability to pay the CDW excess referred to above, then you can purchase a DEW product. However, please be aware that even with this product you will still have to compensate the relevant Supplier/Principal for damage which falls within one of the exclusions identified above. DEW is not available in relation to prestige cars.

On all bookings you will be required to leave a deposit to the value of any CDW excess you may be required to pay if the vehicle is damaged during the period of hire (see the paragraphs dealing with CDW above). If the vehicle is damaged, the deposit will be retained and treated as payment of the excess. If, however, you have purchased a DEW product, your liability to pay the excess will be waived and you may reclaim it, subject to the terms and conditions, by filling in an accident report form (supplied by the Supplier/Principal) and sending a copy of it to us. Your liability to pay for damage to the vehicle will therefore be limited to the cost of the daily rate you pay for CDW and DEW.

Theft Waiver

(also known as Theft Protection)

This provides coverage for theft or attempted theft, of the vehicle up to the full value of the vehicle and any loss that the car hire company may incur.You are responsible for the excess of each claim, which you will be required to pay as part of the overall excess deposit (unless you are advised that this is not applicable at the time of booking). Your loss will be limited provided the vehicle is used and its keys returned in accordance with the terms and conditions of the rental agreement.In the event that keys are lost or damaged, you will be liable for the reasonable costs of obtaining a replacement, and further costs if directly related to the theft of the car.

(P) Car type/suitability

The Supplier/Principal will be unable to guarantee a particular make, model or fuel type of car.The car shown on your voucher is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost).

If you have booked a prestige car, the specific car booked is guaranteed.

If it becomes impossible to provide your booked car due to breakdown or an accident, a similar or upgraded car will be provided by the Supplier/Principal.

If you are dissatisfied in any way with the standard of your booked car, you must advise the Supplier/Principal immediately in writing within 28 days of your return. Failure to do so may result in any claims not being accepted or settled by the Supplier/Principal.

(Q) Mechanical difficulties/accidents

In the event of any mechanical difficulties or accidents involving your car, it is important that details are reported to the car hire company within 24 hours.

In the event of an accident you must also complete an accident report form by the end of the rental period.

Local police should also be notified in the case of accidents and a signed police report obtained.

Full details of third parties should also be obtained.

The Supplier/Principal must give authority to repair or replace a vehicle. Their name and contact details are shown on your voucher and rental agreement.

You should retain copies of all rental documentation in the event an insurance company is involved. Your insurance cover may be invalidated if this procedure is not followed correctly and this may prejudice any claim for compensation.

A check-in form must be signed on return of the vehicle.Failure to do so may delay the investigation of disputes regarding damage excess charges.

Additional Terms for Airport Parking and Port Parking

(A) Directions and parking procedures

When using airport parking please make sure you have directions to your car park, the car park telephone number, and details of the entry and exit procedures for the car park.Directions are included on the customer confirmations.Directions and maps serve as a guide only.We recommend you use them in conjunction with an up-to-date road atlas.Your voucher is only valid in the car park you have booked.Should you park elsewhere you will be charged locally and neither we nor the Supplier/Principal will reimburse you.

(B) Car park entry/exit procedures

Entry and exit procedures vary at each car park.Please see the information on your confirmation.If you are charged again by the car park because you do not follow the correct entry or exit procedures or present your confirmation voucher you may not be able to obtain a refund.

(C) Airport transfers

24-hour transfers to and from the airport are included in the price, unless the airport is within walking distance or not operational 24 hours.Please make sure you have the transfer schedule for your car park and that the times of operation suit your requirements. Transfer times stated on our web site relate to the time it takes to travel from the car park to the airport terminal.All transfer times stated are provided by the Supplier/Principals.Airparks' transfer times are based on calculations made by Google Maps™ (taken November 2010). We always advise you to leave plenty of time in case of unforeseen traffic delays.

(D) Minimum stays

Minimum stays and charges apply at some car parks.If you wish to stay for fewer days then you may, but the cost of the minimum duration is payable.This is made clear during the booking process where applicable. Daily prices may vary according to the date and length of stay. Stays of fewer than eight days may attract a higher daily rate.

(E) Car keys

In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so.

(F) Special needs parking

Where disabled facilities are provided, please ensure these are suitable for your individual needs.

(G) Insurance

All parking is subject to the terms and conditions of the individual car park these are available on request from the car park.Ensure no valuables are left in the vehicle, as the Supplier/Principal will not accept liability.Parking is always at the vehicle owner's risk. Where security features are described there is no warranty as to their effectiveness.

(H) High-sided or unusually wide vehicles

Not all car parks can accommodate high-sided or large vehicles due to their own policies or height restrictions.If the car park can accommodate larger vehicles then there may be an extra charge. Please check with us before booking.

(I) Meet and Greet parking

If you have booked Meet and Greet parking, (where you are met at the terminal by a driver who takes your car away to secured storage for you), you may need to reconfirm your booking direct with the parking operator prior to your date of travel, giving your booking reference. Please check your booking confirmation for details.Supplements may be charged for service outside normal hours and on all public and bank holidays, payable directly to the parking operator.

Additional Terms for Attraction Bookings

(A) Alterations by your Supplier/Principal

In the unlikely event that your arrangements are significantly amended, cancelled or cannot be confirmed by the Supplier/Principal before commencement and there is time to do so, they will inform you and offer you the choice of the following options: (1) accept the change(for significant changes) or(2) purchase alternative comparable arrangements from the Supplier/Principal or(3) cancel your booking in which case you will receive a full refund of all monies that you have paid for your attraction ticket arrangements.The options set out above represent the full extent of the Supplier/Principal's liability to you in the event of a significant change or cancellation of your arrangements. Please note neither the Supplier/Principal nor we are responsible for any additional costs incurred as a result of this, nor will they be obliged to pay compensation.

(B) Alterations and Cancellations by you

Following an amendment, an amended voucher(where applicable) will be issued to you.The original voucher will then become invalid and should be destroyed.No refunds will be payable if the original voucher and not the reissued one is redeemed at the attraction concerned.If you have been paid a refund in respect of an amendment and you subsequently manage to use the original voucher you will be responsible for paying that refund back to the Supplier/Principal via ourselves.

If you cancel your booking but then somehow manage to redeem the original voucher you will be responsible for reimbursing the Supplier/Principal, via ourselves, for the full cost of the voucher.

(C) Your Responsibilities

The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party. If you are prevented from using an attraction because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other customers, the Supplier/Principal’s responsibility for your attraction ticket will cease.Full charges will apply and the Supplier/Principal will be under no obligation to provide a refund, compensation, or any further assistance.