Terms and Conditions
Services provided by Chauffeurs UK and Luxury Vacations UK are operated by Howard Stevens Limited ‘the Company’ of SBC House, Restmor Way, Wallington, Surrey SM6 7AH, which is registered in England under company number 6818843. The following conditions, together with the relevant information set out in the Company’s web site(s), brochure(s) and any correspondence between you and the Company, will form part of your contract with the Company. Please read them carefully before you book.
1. BOOKING YOUR SERVICE
(a) Our aim is to provide exactly the right service to suit your requirements. You can call us on +44 (0)20 8669 3666 or email: info@howard-stevens.com and we will personalise a tour for you and/or provide the transport you require and provide you with a price for your requirements. We are committed to the on-going training of our staff and on occasions this may involve the recording of telephone conversations.
(b) To secure your booking, you will need to make payment in full. Payment can be made by American Express, MasterCard or Visa. If for any reason we do not accept your booking, your payment will be fully refunded.
(c) Many service providers, such as airlines, hotels and train operators, now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname.
(d) Special Requests, such as diet, room location, twin or double bedded room or a particular facility which can be important factors in the choice of a vacation, should be indicated in writing. We will pass your request on to the hotel, train operator or other service provider but cannot guarantee that it will be accommodated. We will also pass on any dietary requests to airlines but we recommend that you check directly with the airline once your tickets have been issued. The Company will try to arrange for special requests to be met, but cannot guarantee that they will be and the Company will not be liable if any special request is not met. The provision of any special request does not constitute a term of your contract with us unless we have confirmed in writing that your requirement will be met.
(e) A contract will come into existence on the date on which we send you our official Booking Confirmation form. When you make a booking you are confirming that you understand our booking conditions and have accepted them on behalf of yourself and all members of your party. All contracts with Howard Stevens Limited are made in England subject to these booking conditions and are subject to English law and exclusive jurisdiction of the English Courts. Both parties agree to submit to the jurisdiction of the English courts at all times.
(f) It is important for you to check the details on the Booking Confirmation as soon as you receive it. In the event of any discrepancy please contact us immediately. If you arrange your vacation direct with the Company all correspondence and other communications will be sent to the e-mail address of the first person named on the Booking Confirmation unless you specify otherwise. If you request correspondence through a business address, a residential address will also be required for emergency and security reasons.
(g) If your booking is made through a travel agent, the Company will address all communications to that travel agent, who will act as agent for you in regard to all communications from us to you. All monies paid by you to a travel agent under or in contemplation of this contract will be held by the travel agent for the Company until such monies are forwarded to the Company.
2.AMENDMENTS & CANCELLATION
(a) The Company will make every effort to assist you if you wish to alter your arrangements. Requests for an amendment must be in writing. If it is possible to make the amendment, it will be subject to an amendment charge of £50 per booking, together with all communication charges or other expenses incurred by the Company as a result of the change. These charges will be payable whether or not the Company succeeds in confirming your requested amendment. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
(b) All cancellations must be advised in writing. Cancellations are effective on the day they are received by the Company. If you cancel multiple day tours or overnight extended touring, the following cancellation charges will be payable, depending upon the number of days prior to the commencement of booked services the Company receives your notice of cancellation.
More than 90 days: £100 administration fee
30 - 90 days: 75% of the total cost
Less than 30 days: 100% of the total cost
If you cancel any other type of service giving more than 2 days’ but less than 14 days’ notice, the cancellation charge will be 50% of the total cost.If you cancel any other type of service within 48 hours of the scheduled commencement of the booked service, the cancellation charge will be 100% of the total cost.We strongly recommend that you secure adequate travel insurance, which should in most cases include cover, under certain circumstances, against cancellation fees.
(c) Should you wish to cancel a holiday and re-book an alternative this will be subject to the cancellation terms within these booking conditions. The Company may use its absolute discretion however to transfer some or all of any monies already paid by you to the alternative booking. If the alternative booking requires a greater payment than has already been paid then the balance between what is required and any monies already paid becomes due.
(d) We check the information which we provide very carefully. However, itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.
(e) Great care is taken to ensure that the descriptions and prices in the Company’s brochures and on its websites are accurate. However, changes can occur, and the Company reserves the right to change any of the details contained in its brochures or on its websites, including prices, in which case the Company will advise you of any such change before accepting your booking. After a Booking Confirmation has been issued, the Company makes every effort to operate all services as advertised. We may plan arrangements a long time in advance of your vacation, sometimes using independent suppliers such as airlines, hotels, local transport operators and guides, over whom we have no direct control. In very rare circumstances, the Company may have to modify a vacation before you depart. Most of these changes are minor. However, if we consider them a material change we will notify you or your travel agent as soon as reasonably practicable. A material change includes a change of flight time by more than 12 hours, a change of international airport (except between airports serving the same city), a change of destination or a change to a lower standard accommodation, and/or price. In the case of a material change before your departure we will provide you with three alternatives. You may accept the modification, you may change your booking to another available vacation, or you may cancel and receive a full and prompt refund. If you choose another vacation which is more expensive you must pay the difference, but if it is cheaper, the Company will make the appropriate refund. (g) We reserve the right in any circumstances to cancel your vacation for any reason. If the Company is obliged to cancel your vacation in any circumstances other than your failure to pay any monies due to the Company, the Company will use its best endeavours to offer alternative arrangements of equivalent or very closely similar standard and price, if available; travel arrangements of a lower standard and a refund of the difference in price; or will give you a full and prompt refund of all monies paid.
3. PRICE POLICY
(a) All prices are based upon exchange rates to the £ as shown in the Financial Times on the day a price quotation is given.
(b) The Company is under no obligation to give a breakdown of the costs involved in a vacation.
(c) The Company reserves the right to notify you of an increase in the brochure or advertised price before accepting your booking.
(d) By paying for your vacation in full at the time of booking, the price will be fixed at the cost quoted by the Company at that time.
(e) The financial commitments offered by the Company mean that the Company is not able to reduce vacation prices should the value of the £ weaken.
4. RESPONSIBILITIES OF THE COMPANY
(a) The Company applies all reasonable checks to ensure that those involved in the preparation and provision of your vacation maintain the appropriate standards.
(b) The descriptions, information and opinions given in its brochures and websites by the Company in respect of the airlines, hotels and other suppliers whose services are used are given in good faith, based on the latest information available at the time of publication. The Company accepts liability for any loss you may suffer if due to fault on our part, or that of our agents or suppliers, any part of the vacation arrangements you book with the Company before your departure is not as described in our brochure(s) or website(s) or not of a reasonable standard. The Company limits its liability in respect of these claims to a maximum of three times the vacation cost. The Company also accepts liability if you or any member of your party suffers death or personal injury as a direct result of these vacation arrangements failing to be as described and of a reasonable standard. However, these acceptances of liability do not apply if there has been no fault on the part of the Company or its servants, agents, or suppliers and the loss, death or personal injury suffered is attributable to your own acts or omissions or to the acts or omissions of a third party not involved in providing the services booked through the Company which make up your vacation, or to unusual or unforeseeable circumstances or events which could not have been anticipated or avoided by the Company or its servants, agents or suppliers even with the exercise of all due care. They are also conditional upon you following the procedures for notification of complaints set out in paragraph 11, and upon you assigning to the Company any right you may have against any other person whose acts or omissions have given rise to the Company's liability.
(c) The Company's liability to compensate you and the amount of such compensation is subject to the following limitations. First, in the case of damage other than death, illness or personal injury, compensation is restricted to a reasonable amount having regard to such factors as, inter alia, the vacation cost and the extent to which the enjoyment of your vacation can be said to have been affected. Second, if any failure in your vacation arrangements relates to, or if you or any member in your party is killed, injured or becomes ill during or as a result of, carriage by aircraft, ship, train or coach forming part of the vacation arrangements booked with us before your arrival in the UK, our liability to pay compensation and/or the amount of compensation we will pay is limited in accordance with the liability of the carrier under any international convention which governs such services. International Conventions which may apply include: in respect of carriage by air, the Montreal Convention 1999 or the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the Montreal Additional Protocol of 1975); in respect of carriage by sea, the Athens Convention 1974; in respect of rail carriage, the Berne Convention 1961; and in respect of carriage by road the Geneva Convention 1973. The terms of these conventions are incorporated into and form part of your contract with us. In respect of death or personal injury, the liability of an air carrier under the Montreal Convention and the Warsaw Convention is limited to damage sustained in the case of death or bodily injury caused by an accident which takes place onboard the aircraft or in the course of any of the operations of embarking or disembarking. You can get copies of the relevant conventions from the carrier(s) if you ask for them. You should also note that these conventions may limit or remove the carrier's liability to you and the amount which the carrier has to pay you. You should also know that the carrier will rely upon its 'conditions of carriage' which may limit or remove the carrier's liability to you and limit compensation under international conventions.
(d) 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 provider's or other supplier's liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
(e) If we make any payment to you or any member of your party for death, personal injury or illness, you must co-operate fully with us in seeking recovery of any payment we make.
(f) Operational decisions may be taken by air carriers and airports resulting in delays, diversions or rescheduling. Howard Stevens Limited has no control over such decisions, and is therefore unable to accept responsibility for them. Where, as a result of circumstances beyond our control we are obliged to change or end your vacation after departure, but before the end of your vacation, we will not pay compensation or reimburse you for expenses incurred. You must have adequate travel insurance for your vacation and should claim via your insurance company for any loss or damage to luggage and/or personal possessions. In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with the conventions referred to in (c) above.
(g) If you suffer death, injury or illness during your vacation arising out of an activity which does not form part of the inclusive arrangements booked with the Company, the Company will offer assistance where appropriate and in its sole discretion. This assistance must be requested within 90 days of your misadventure and will be limited to general advice and/or assistance with legal fees up to £5,000 per vacation, such contributions to be repaid to the Company out of any judgment or insurance payment you subsequently obtain.
5.YOUR RESPONSIBILITIES
(a) Before making a booking, we advise you to check advice issued by your own country’s foreign ministry. US residents who are planning a vacation with us should be aware that the US State Department issues a travel warning when, based on all relevant information, it determines that Americans should avoid travel to or within a certain nation. The State Department maintains a list of nations under a travel warning on its website at: http://travel.state.gov/travel/cis_pa_tw/tw/tw_1764.html. American travellers are advised to check this before making a booking.
(b) It is important that you check the details on your Booking Confirmation and payment receipt when you receive them. In the event of any discrepancy, you should contact the Company or your travel agent without delay.
(c) You are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your vacation. The Company cannot accept responsibility for clients missing flights as a result of late check-ins and no credit or refunds will be given if you fail to take up any component of your vacation. No credit or refunds will be given for lost, mislaid or destroyed travel documents.
(d) Most people go on vacation for rest and relaxation, so if in our reasonable opinion or that of any airline pilot, hotel manager, tour guide, chauffeur or other person in authority, your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your vacation. Should this happen, no refund or compensation would be paid.
(g) If you lose any personal items whilst on vacation, please obtain a written report from the police, to help with any insurance claim upon your return.
6. INSURANCE
It is a condition of booking that you and all members of your party have comprehensive travel insurance cover and that it is adequate for your needs. Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. If you suffer from a disability or medical condition you should disclose this to insurers. For those who participate in sports and activities whilst on vacation that have been organised and arranged independently of us, it should be understood that participation is at the individual's own risk and it is your responsibility to obtain the relevant insurance. Note that special insurance may be required if you intend to scuba dive or undertake any other dangerous or sports activities. Please keep your insurance details with you whilst on vacation.
7. AIRLINES & OTHER SUPPLIERS
(a) As between you and the suppliers of the transport, accommodation and other components making up your vacation, the conditions of the supplier will apply. These conditions may be subject to international Conventions which limit and/or restrict the suppliers' liability. (Copies are available on request - please allow 28 days). Under EU law you have rights in some circumstances to refunds and/or compensation from your 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 your airline. Reimbursement in these cases is the responsibility of the airline and will not automatically entitle you to refund of your vacation cost from the Company.
(b) Transport timings are provided by the carrier concerned and are subject to such matters as weather conditions, maintenance requirements, the ability of passengers to check-in on time and, in the case of flights, to air traffic control restrictions. Accordingly the times of flights and other forms of transport are estimates only and cannot be guaranteed.
(c) The majority of airlines have introduced a total smoking ban on most or all of their flights. Please ask before booking if this information is important to you. It is illegal to smoke in any vehicle provided by the Company.
(d) Some activities carry inherent risks and if you are participating in such activities you may be asked to sign an additional form by the local supplier. In rare cases beginners may have to take lessons at a charge before being permitted to use hotel equipment otherwise offered free.
8. DATA PROTECTION ACT
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as your name, and address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies and so on. The information may also be provided to security or credit checking companies, public authorities such as customs and immigration if required by them, or as required by law. We will not pass any information on to any person who is 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, however, we cannot pass this information to the relevant suppliers we cannot accept your booking. In making a booking, you consent to this information being passed on to the relevant persons. Please note that where information is also held by your travel agent, this is subject to your agent’s own data protection policy. You are entitled to a copy of your information held by us. If you would like to see this please contact the Company during normal working hours. (We may make a small charge for providing this to you).
10. ILLNESS AND DISABILITY
If you or any member of your party suffers from a disability or other medical condition, please tell us before you book. Howard Stevens Limited is happy to give you advice and to try to assist you in choosing a vacation that will meet your requirements. In order to assist you we must be provided prior to booking with full written details regarding your medical condition and any special requirements which result from this.
11. IF YOU HAVE A PROBLEM
(a) If you are unhappy with any aspect of the Company's arrangements while you are on vacation, you must address your complaint immediately to the Company and to the management of the hotel or other supplier whose services are involved. They will do their best to rectify the situation. It is unreasonable to take no action whilst on vacation, but then to write a letter of complaint upon return. If the problem cannot be resolved locally and you wish to complain, full details must be sent to the Company in writing to arrive within 30 days of your return. We will do our best to investigate and reply to you within 28 days of receipt of your letter. Failure to take either of these steps will deny the Company the opportunity to resolve the problem immediately and/or investigate it properly. In consequence, this may affect your rights under this contract.
12.GOVERNING LAW
This contract and any matters arising from it are governed by the laws of England and Wales and are subject to the jurisdiction of the Courts of England and Wales.
13. DESCRIPTIONS
Every effort is made to ensure that the details and descriptions contained in the Company’s brochures and websites are correct based on inspections and information passed to the Company by its suppliers. However, changes do occur, sometimes at short notice and therefore the Company will advise you at the time of booking, or if after booking as soon as possible of any such changes to our published information. It is not always possible for the Company to control all elements of the vacation whereby advertised facilities can sometimes become unavailable at short notice.
14. PRICING POLICY
All prices are quoted in £ Sterling and we will always make clear what is included within the quoted price. If we are quoting a price for a tailor made vacation, the total price quoted will include all known price increases and decreases and any special offers that we are making at that time. Nothing in these Terms and Conditions can affect a customer’s statutory rights.