This Trading Charter covers all holidays arranged by Timewell’s Travel
Ltd, registered office, 44a Liverpool Road, Lydiate, Merseyside L31 2LZ
Why should I read this page?
Because it is very important. Our trading
charter forms a key part of our agreement with you and forms the basis
of a legally binding contract between you as the lead name making the
booking, anyone else in your party and us.
When you make this booking as the lead
name you undertake that you have the authority to accept, and do accept,
on behalf of your party the terms of these booking conditions. This
contract is made subject to the terms of these booking conditions, which
are governed by English Law, and the non-exclusive jurisdiction of the
If your holiday involves any travel by
air your contract will be with the ATOL holder named on the individual
brochure page or leaflet.
These contract terms and financial
guarantees will not apply to any holiday involving any type of flight.
Instead, you will be supplied with the full booking conditions of the
ATOL holder arranging your holiday. Your booking agent will have a copy
or alternatively you can request one prior to booking your holiday from
Timewell’s Travel Ltd, Sefton Industrial Estate, Sefton Lane, Maghull,
Merseyside L31 8BX Tel 0151 526 3209.
If you did not see this trading charter
before you made your booking and you are not happy to proceed with the
booking now that you have seen it please return all documentation to us
or the travel agent through whom you booked with 7 days of receiving
this charter. Your booking will be cancelled and your monies will be
returned in full, provided you have not commenced your travel.
How and when do I make this contract with
We welcome you making contact with us in
a number of ways. You can phone us, use a nominated travel agent or call
into our office. Whichever way you contact us the contract is made when
your booking is entered on to our reservation system and we issue a
confirmation of the booking. We will send you, or your agent, the
confirmation of your booking within 7 working days of receiving your
booking form. Please check the confirmation very carefully to ensure all
the information is correct and tell us, or your agent, immediately of
How is my holiday money protected?
We subscribe to The Package Travel,
Package Holidays and Package Tours Regulations 1992 (Statutory
Instrument 1992 No.3288) Consumer Protection, in which monies paid
by the consumer are held in a Trust Account until the contract has been
fully performed or any sum of money paid by the consumer in respect of
the contract has been repaid to you or has been forfeited on
cancellation by you.
When do I need to pay for my holiday &
At the time of booking you will need to
pay a deposit for each person named on the booking. The balance must be
paid before the dates listed below. Where you use an agent they may
require you to pay them earlier than this date and will advise you
separately of their balance due date. If you book within our balance due
date you will need to pay the total holiday cost at the time of booking.
If you do not pay the outstanding balance
for your holiday on or before the date when it is due we may cancel your
booking and you will be required to pay the cancellation charges
detailed below. The date of cancellation will normally be the date you
confirm in writing that you intend to cancel or 15 days after the
balance due date, whichever comes first.
Coach Holidays: Deposit £25 per person –
Your balance is due 6 weeks before departure.
Air Holidays: Deposit £100 per
person – Your balance is due 8 weeks before departure.
Where optional items are purchased as
part of the tour package these are payable on the balance due date
except where items, such as theatre tickets, have been specifically
purchased on your behalf. In this case the cost will be payable at a
separate date notified to you and will not normally be refundable unless
we obtain a refund from the supplier we use.
If I use an agent who does my money
Your agent will hold your deposit on your
behalf until we issue a confirmation of your booking. The agent then
holds this money on our behalf. The agent holds the balance you pay on
our behalf until the date the balance is due. The agent will then
forward this to us.
Can you change the price of my holiday
after you have issued the booking confirmation?
Yes we can, but only in very limited
circumstances. The price of your holiday can be varied due to changes
Transportation costs such as fuel and/or
fuel tax, ferry operator fares and tolls, embarkation or disembarkation
fees at terminals;
Exchange rates applied to the particular
taxes including changes in VAT or any other Government imposed changes.
In the case of any small variation, an
amount equivalent to 2% of the price of your holiday, which excludes
insurance premiums and any amendment charges, will be absorbed or
retained. For larger variations, this 2% will still be absorbed for
increases, but not retained from refunds. In either case, there will be
an amount to cover agents commission. If this means that you have to pay
an increase of more than 10% of the price of your holiday, you may
cancel it and receive a full refund of all monies paid, except for any
amendment charges. Should you decide to cancel for this reason, you must exercise
your right to do so within 14 days from issue date printed on your final
invoice. Alternatively, you can accept an offer of an alternative
comparable holiday of equivalent or superior quality , if available, or
an alternative holiday of lower quality, if available. You may then
transfer payment made in respect of the original holiday to the
alternative holiday. If the cost of the alternative holiday is less than
the original, the difference in price will be refunded.
Can I change my holiday arrangements?
After we have issued our booking
confirmation we will do our best to accommodate any changes you may want
to make but we cannot guarantee we will be able to do so. Any changes must be notified
to us in writing and signed by the person who signed the booking form.
If we are able to make the changes an amendment fee of £20 will be
payable plus any additional charge for the facilities requested. Any
significant alteration after the balance due date will be treated as a
cancellation of the original booking and will be subject to the
cancellation charges detailed below. A significant alteration would
include a change of departure date, holiday or hotel, or number of
Can I transfer my booking to someone
You can transfer your booking to someone
else provided you give us reasonable notice. This person must be able to
satisfy all the conditions of the holiday and a change cannot normally
be made less than seven days prior to departure. We will make an
administration charge of £10 per booking for every transfer we make plus
any reasonable additional costs caused by the transfer. You will remain
responsible for ensuring that the holiday is paid for by the balance due
How can I cancel my holiday?
You, or any member of your party, may
cancel at any time provided that the cancellation is made by the person
who signed the booking form, and is communicated to us in writing via
the office at which you made your original booking. You will have to pay
cancellation charges set out in the scale below to cover our estimated
loss resulting from the cancellation. If you are insured against
cancellation you may be able to recover the charges from your insurers.
Your cancellation will take effect from the date when either your agent
or we receive your written confirmation of your cancellation. You must
return any tickets or vouchers that you have received. A reduction in
room occupancy may increase the charges for the remaining passengers by
the application of supplements for low occupancy of rooms.
|Period before departure within
which written cancellation of
holiday is received
|Amount of cancellation charge as a % of
|More than 42 days
||30% or deposit if greater
|Departure day or later including
voluntary termination whilst on holiday
||100% Total holiday cost
happens if you change my holiday?
The arrangements for your holiday will
usually have been made many months in advance. Sometimes changes are
unavoidable and we reserve the right to make them. Most of these changes
are likely to be minor and we will do our best to keep you informed. If,
after booking and before departure, we make a significant change to your
holiday you will have the option of withdrawing from the holiday without
penalty or alternatively you may transfer to another holiday without
paying an administration fee. In either case we will pay you
compensation according to the scale set out below.
A significant change includes a change in
departure time or return time of more than 12 hours, a change of
departure point, location of resort or quality of hotel, (excluding
single overnight hotels on touring holidays, where the quality of the
hotel is comparable). On all holidays we reserve the right to use
either, a ferry or the Channel Tunnel for the short crossing between
England and France. On all holidays by coach we reserve the right to
operate various sized vehicles, to suit the number of passengers
If you withdraw from the holiday because
we have made a significant change or if we have to cancel your holiday
for any reason other than non-payment by you we will offer you the
A comparable replacement holiday if available:
A replacement holiday of a lower quality together with a refund
of the price difference:
A full refund of the money you have paid.
If our insurance was taken
this will be refunded also or can be transferred to an alternative
holiday of ours.
We will pay you
compensation for significant changes on the following scale:
departure in which significant
change is notified to you or your agent
Amount per person
|More than 42 days
Payment of compensation according to the
scale set out above will not affect your statutory right to claim
further compensation if, in all the circumstances, you remain
If, prior to departure, we make a
significant change to your holiday arrangements, or cancel your holiday,
we will pay you compensation on the above scale unless:-
(a) The holiday is cancelled
because the number of persons who agreed to take it is less than the
minimum number required, and you were informed of the cancellation in
writing within the period indicated within the description of the
(a) The holiday is changed or
cancelled by reason of unusual and unforeseeable circumstances beyond
our control, the consequences of which could not have been avoided even
if all due care had been exercised. These circumstances include war or
threat of war, riot, civil strife, terrorist activity, industrial
disputes, fire, quarantine, epidemic or health risks, natural or nuclear
disasters, port and terminal closures and adverse weather conditions.
If after departure we need to make a
change to a significant proportion of your holiday we will do our best
to make suitable alternative arrangements at no extra cost to you. If
it proves impossible to make suitable alternative arrangements, or if
you have reasonable grounds for refusing the alternative offered, we
will arrange transport back to your point of departure, or to an
alternative location that we agree to. Unless the change is as a result
of unusual and unforeseeable circumstances beyond our control, you will
also be entitled to compensation.
What is the extent of your liability?
We accept responsibility if you or any
member of your party is killed or injured as a result of an activity
forming part of your holiday arrangements which you booked with us
before your departure; or if any part of your holiday arrangements
booked with us in the UK is not as described in the brochure or not of a
reasonable standard; if the failure in your holiday arrangements or any
death or personal injury is due to any fault of ours or of our agents or
suppliers. We do not accept responsibility if the failure, death or
personal injury is not caused by any fault of ours or of our agents or
suppliers or is caused by you or someone not connected with your holiday
arrangements; or if the failure, death or personal injury is due to
unusual or unforeseen circumstances which, even with all due care, we,
or our agents or suppliers, could not have anticipated or avoided. For
claims which do not involve personal injury, illness or death, the most
we will have to pay if we are liable to you is twice the price the
person affected paid for their holiday (not including insurance premiums
and amendment charges). We will only have to pay this maximum amount if
everything has gone wrong and you have received no benefit from your
holiday. If you or any member of your party is killed, injured or
becomes ill as a result of transport by ship, train or coach, any
liability, which we may have to pay compensation, is limited in line
with the Athens Convention, the Berne Convention and the Geneva
Convention. You can get copies of the relevant conventions from us if
you ask. You should also note that these conventions may limit or
remove the carriers liability to you and the amount that the carrier has
to pay you. If we make payment to you or any member of your party for
death, personal injury or illness, you will be asked to assign to us or
our insurers the rights you may have to take action against the person
or organisation responsible for causing the death, personal injury or
illness. Our suppliers (such as accommodation or transport providers)
have their own booking conditions or conditions of carriage, and these
conditions are binding between you and the supplier. Some of these
conditions may limit or remove the relevant transport providers or other
suppliers' liability to you. You can get copies of such conditions from
our offices, or the offices of the relevant supplier.
What do I need to do if I have to
If you have a complaint during your
holiday you should tell the driver / representative or supplier at the
earliest opportunity so they can do their utmost to resolve the problem
immediately. If they are unable to resolve the problem to your
satisfaction, you should complete a holiday report form, which is
available from the driver / representative. You will be given a copy of
this report, which you should keep. If, on your return from holiday,
you remain dissatisfied, you should write to us within 28 days. In your
letter, you will need to quote your booking reference number, holiday
number, departure date and the number of the holiday report form (if
applicable) that you completed at the time. If you do not tell us at
the earliest opportunity about a problem giving rise to your complaint,
we cannot take steps to investigate and rectify it. In deciding how to
respond to your complaint, we will take into account the date you first
drew the problem to our driver / representative or supplier's attention.
Child reductions are available on most
holidays and vary dependent on hotel and child age. Child reduction
details can be obtained from our reservations department.
There is a seating plan of the coach for
each holiday, but it is possible that on occasions operational reasons
will require a coach with a different configuration to be used. We
therefore reserve the right to alter the coach seating plan and allocate
seats other than those you have booked. Requests for particular seats
can be made on most holidays when booking but because allocations are
made on a first come, first served basis you are recommended to book
early. When your booking is confirmed you will be offered the best
seats that are available at that time. If you know someone who may want
to book later but sit near you please discuss this with the booking
clerk at the time you make your booking. Specific seats will not be
allocated on coaches, which operate on feeder services, between joining
points and main holiday departure points, and on coaches, which carry
out transfers to and from seaports and airports.
Health and safety on holiday
In some foreign countries, standards of
infrastructure, safety and hygiene may be lower than those to which we
are accustomed in the UK. You should therefore exercise greater care
for your own protection. Further information can be obtained from your
GP or from your travel agent who can provide you with the leaflet ‘Health
Advice for Travellers’ published by the Department of Health. Some
people may be at risk from discomfort or deep vein thrombosis (DVT) if
they remain immobile on a journey for a long period of time. If you are
planning to undertake a bus or coach journey of more than three hours
you should consult your doctor if you have ever had DVT or pulmonary
embolism, a family history of clotting conditions, cancer or treatment
for cancer, a stroke, heart or lung disease or if you have had major
surgery in the past three months. We reserve the right to refuse any
booking in the absence of a doctor’s certificate confirming you are fit
to travel. During the journey we will provide comfort stops as
frequently as possible. During these stops you are encouraged to get
off the coach and walk around. Exercise reduces any discomfort, which
may be caused by periods of immobility. During any journey you should
drink alcohol only in moderation as it leads to dehydration.
We want all our customers to have a happy
and carefree holiday, but you must remember that you are responsible for
your behaviour and the effect it may have on others. If you or any
member of your party is abusive or disruptive or behaves in a way which,
in our reasonable opinion, could cause damage or injury to others or
affect their enjoyment of their holiday, or which could damage property,
we have the right, after reasonable consideration, to terminate your
contract with us. If this happens we will have no further obligations
or liability to you. The coach driver / representative, ships captain,
or authorised official of other means of transport is entitled to refuse
you boarding if in their reasonable opinion you are behaving
unacceptably under the influence of drink or drugs or you are being
abusive, violent or disruptive. If you are refused boarding on the
outward journey we will regard it as a cancellation by you and apply
cancellation charges according to the scale in the cancellation section
of this trading charter. If the refusal is on the return journey we
have the right to terminate the contract and will have no further
obligations or liability to you.
No smoking policy
We operate a strict no smoking policy on
all our coaches. We make frequent comfort stops. The no smoking policy
of other carriers and suppliers may vary and will be supplied on request
by contacting our reservations department.
We do not allow pets to be taken on our
holidays. Registered assistance dogs will normally be accommodated on
UK holidays but not overseas holidays.
Pick up points, itineraries, travel
documents and passport
You are responsible for ensuring that you
are at the correct departure point, at the correct time, with the
correct documents and we cannot be held liable for any loss or expense
suffered by you or your party because of an incorrect passport or late
arrival at the departure point. If you are a British citizen travelling
outside the United Kingdom you must have a full UK passport valid for a
minimum of three months after your scheduled date of return. Non UK
citizens must seek passport and visa advice from the consulates of the
countries you plan to visit prior to making a booking for one of our
holidays. The name on the passport must match the name on the ticket.
If someone in your party changes name after the booking is made you must
tell us immediately so that we can issue the ticket in the new name.
Approximately two weeks prior to departure we will send you or your
booking agent all the necessary labels so that you receive them in good
time for your holiday. Certain travel documents may have to be retained
by us and your driver / courier will then issue them to you at the
relevant time. If you lose the travel document after it has been issued
to you we will require you to meet the direct cost charged by the
carrier/supplier for the issue of a duplicate or replacement.
Timewell’s Travel Ltd reserves the right to modify itineraries to
conform to requests from the competent authorities in the United Kingdom
and other sovereign states through which the tour will operate.
Included excursions are detailed on the relevant brochure page or
leaflet and refunds will not be made for any excursion not taken.
Optional excursions may be booked and paid for in resort but these will
not form part of the package booked with us. Admission fees to
buildings, grounds etc. are not included in the price of the holiday
unless otherwise stated on the relevant brochure page or leaflet.
What happens if I am delayed?
Your travel insurance may cover you for
some delays. In addition where you are delayed for more than six hours
in any one day we will seek to minimise any discomfort and where
possible, arrange for refreshments and meals.
Do I need to take out travel insurance?
We strongly advise all our customers to
take out travel insurance to cover medical and repatriation costs,
personal injury, loss of baggage and cancellation charges. You have the option of purchasing travel insurance through Timewells TravelLtd.
Timewells Travel Ltd is an appointed representative of ITC Compliance Limited which is authorised and regulated by the FCA (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts. No additional fees will be charged for this service.
If you do not have insurance and
require our assistance whilst on holiday, we reserve the right to
reclaim from you any medical, repatriation or other expenses, which we
may incur on your behalf, which would otherwise have been met by
What assistance will you give me if
things go wrong when it is not your fault?
If you, or any member of your party,
suffer death, illness or injury whilst overseas arising out of an
activity, which does not form part of your travel arrangements, or
excursion arranged through us in the UK, we shall at our discretion,
offer advice, guidance and assistance. Where legal action is
contemplated and you want our assistance, you must obtain our written
consent prior to commencement of proceedings. Our consent will be given
subject to you undertaking to assign any costs, benefits received under
any relevant insurance policy to us. We limit the cost of our
assistance to you and any member of your party to £5,000 per party.
Unfortunately, many hotels overseas do
not provide adequate facilities for guests with mobility problems or who
suffer from other disabilities. But whether you are planning a holiday
overseas or in the UK, please notify us before you book, if you or any
member of your party, has special needs or suffers from any disability.
We are keen to plan arrangements for your holiday so that special needs
and requests can be accommodated as far as possible. If you will need
assistance or special facilities within the hotel, or may have
difficulties in taking part in excursions or boarding and travelling on
the coach or other means of transport you must let us know in advance.
Not all holidays may be suitable for you. We want you to enjoy your
holiday and we will try to help you select an appropriate trip. If you
need advice or further information either you or your booking agent
should contact our reservations department.
If you have a special request, we will do
our best to help but, save as set out below, we cannot guarantee that it
will be fulfilled. Please inform your travel agent or us of your
request before you make your booking and ensure that you provide as much
detail as possible. If fulfilment of your special request is vital to
your holiday, it must be specifically agreed with us before or at the
time when you make your booking. We will comply with any special
request which has been specifically agreed. General confirmation that a
request has been noted or passed onto our supplier is not confirmation
that your request will be met. All special requests are subject to
availability unless and until they are specifically confirmed by us. If
fulfilment of your special request incurs any additional costs, we will
either invoice this prior to your departure or inform you that it will
have to be paid locally. If your request relates to a special diet, please
tell us before booking or as soon as you are medically advised and send
us a copy of the diet. We will contact the hotel or hotels on your
holiday but please note that some hotels may not have facilities to cope
with special diets and we cannot be held liable for their failure to do
so unless we have specifically confirmed to you that a special diet will
be catered for. Where we think that a hotel is unlikely to be able to
cope with a special diet we will tell you prior to issuing a booking
confirmation so that you can exercise your right to cancel without
Single occupancy of rooms when available
may be subject to a supplementary charge and will be shown on the
brochure page or leaflet.
Some of our hotels arrange additional
entertainment. Where this is part of the holiday, details are given on
the respective brochure page or leaflet. Where it is not specified it
may still be available but is at the discretion of the hotel and is not
guaranteed. It may be withdrawn if there is lack of demand or for
In order to process your booking and to
ensure that your travel arrangements run smoothly and meet your
requirements we, and your travel agent, need to use the information you
provide such as name, address, any special needs/dietary requirements
We take full responsibility for ensuring
that proper measures are in place to protect your information. We must
pass the information on to the relevant suppliers of your travel
arrangements such as hotels, transport companies etc. The information
may also be supplied to security or credit checking companies, public
authorities such as customs / immigration if required by them, or as
required by law.
Additionally, where your holiday is
outside the European Economic Area (EEA), controls on data protection in
your destination may not be as strong as the legal requirements in this
country. We will not, however, pass on this information to any person
not responsible for part of your travel arrangements. This applies to
any sensitive information that you give to us such as details of any
disabilities or dietary / religious requirements. If we cannot pass this
information to the relevant suppliers, whether in the EEA or not, we
cannot process your booking. In making this booking, you consent to this
information being passed on to the relevant persons. Please note that
where information is held by your travel agent, this is subject to your
agent’s own data protection policy.
You are entitled to a copy of the information
held by us. If you would like to see this, please contact us.
We retain your full contact details and
other information in secure files and electronic storage facilities. We
may use this information to contact you by mail, telephone or electronic
means. We may provide you with details of other goods and services
including those of selected third parties. If you do not wish to receive
the further information about products and services from either third
parties or ourselves please write to: The Data Controller, Timewell’s
Travel Ltd, Sefton Industrial Estate, Sefton Lane, Maghull, Merseyside