Terms and Conditions
AGENCY TERMS OF BUSINESS
Please read our terms and conditions carefully in addition to the terms and conditions of the tour operator or other service provider your holiday is booked with. You are bound by their terms and conditions including cancellation and change policies. A link to a copy of the terms and conditions of the ski tour operator was sent to you at the time of booking.
CONTRACT: These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s). We can book you a package holiday, in which case you will have one contract with the principal, or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. The principal’s(s’) or supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.
BOOKING DETAILS: When a booking is made all details will be read back to you. Once you have confirmed these details we will proceed to confirm the booking with the principal(s) or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details are likely to incur charges. 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 suppliers of your travel arrangements or other persons 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 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. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available on our website
PAYMENT: As instructed by our staff, you will be required to pay a deposit or make full payment for your holiday when booking. Initial payments must be made by debit card, credit card or bank transfer. We may ask for a lower than normal deposit. Where this is the case, you will be notified at the time of booking of when the remainder of the deposit payment is due (normally within 28 days). You must pay the full balance by the balance due date notified to you (which is never less than 12 weeks before travel).
Remainders of deposits and Remaining balance payments must be paid by bank transfer, cheque or our Direct Debit scheme. If payments are not received on time, we will notify the principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. We will also apply our service fee for cancellation. Please note that these charges may be greater than the sums collected (particularly when a lower than normal deposit is charged) in which case we will seek to recover from you any monies due. Where late payments are permitted, we will charge £10 per person ‘late payment’ charge upon collection of payment.
CANCELLATION and AMENDMENT: Any cancellation or amendment request must be sent to us in writing either by email or by post to Cancellations, Iglu.com Ltd, 165 The Broadway, London, SW19 1NE and will not take effect until received by us. If you cancel or amend your booking the principal(s) or supplier(s) may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation or amendment charge stated below. Please bear in mind that it could take us upto 24 hours to communicate any intention to cancel to the principal and therefore take this into account when calculating your cancellation costs.
INSURANCE: Many principals/suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.
FINANCIAL PROTECTION: All the holidays we sell come with protection for your money. If you buy a single travel service then this might not apply. Package holidays are protected by the package organiser. We have arranged ATOL protection for our Flight-Plus holidays (our ATOL number is 2987). A Flight-Plus is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire from separate suppliers (i.e. not a package holiday). When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. On all Flight Plus holiday arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your service providers. Please note however that we have no liability beyond that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers
In respect of our Flight-Plus holidays, we are obliged to tell you that we or the suppliers of the services you have bought will provide you with the services you have bought (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
Payments made by Direct Debit are protected by the Direct Debit Guarantee.
DELIVERY OF DOCUMENTS: All documents (e.g. invoices/tickets/Insurance policies) that require to be posted will be sent to you by First Class post, however in most instances they will be emailed to the address or addresses provided at the time of booking. Once documents leave our offices, either by post or by email, we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means (ie by post rather than email) subject to the charges stated below.
PASSPORTS, VISAS AND HEALTH: We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
We want to ensure that the holiday that you are committing to is right for your specific needs. If you have any requirements that need passing on to the travel providers or if you require a level of assistance, please let us know as soon as possible. Due to strict rules on carrying pregnant passengers, especially on cruise ships, please let us know whether you or any member of your party is pregnant.
FINAL TRAVEL ARRANGEMENTS: Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. Please bear in mind any instructions on the documents issued, especially any instructions for picking up transfers during the course of your holiday.
COMPLAINTS: Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the principal/supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA Member then it can be referred to the arbitration scheme arranged by ABTA, see www.abta.com
SERVICE CHARGES: In certain circumstances we apply a service charge for the services we provide.
Cancellation fee: Principal's charge + £25 per person
Amendments after booking has been confirmed: Principal's + £25 per person
e-Documents (including invoices and tickets) dispatched by 1st Class Post: £10 per dispatch
Overdue payments: £10 per person