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Terms & Conditions

Please choose below the Terms & Conditions applicable to your use of www.travelhouseholidays.co.uk

Using our website »
Legal Notices »
Booking a Package Holiday, Flight Only and Hotel Only
»
Booking a Build Your Own or City Break »


» Using Our Website «

www.travelhouseholidays.co.uk is maintained for your personal use and viewing. The access and use of www.travelhouseholidays.co.uk featuring these terms and conditions constitutes your acceptance of these terms and conditions. They take effect from the date on which you first use this website. You agree to use this site only for lawful purposes, and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of this site by any third party.

Information collected by us is used to improve the content of www.travelhouseholidays.co.uk, to customise the content and/or layout of www.travelhouseholidays.co.uk and to contact users. Acting as a travel agent, The Travel House will pass your details onto any third party tour operator / travel company as deemed necessary to complete your travel booking. If, by mistake, we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before you depart on your holiday/cruise/travel arrangement. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to proceed with the order at that price

Indemnification
You agree to indemnify The Original Travel House Limited against any loss, liability, claim, demand, damage, or expenses (including legal fees) that may occur in connection with the use of this site.

Data Protection
www.travelhouseholidays.co.uk complies with data protection laws. For more information please read the www.travelhouseholidays.co.uk privacy policy.

Linking To www.travelhouseholidays.co.uk
www.travelhouseholidays.co.uk encourages websites to link to it. We do not however permit our pages to be loaded into frames on your site; www.travelhouseholidays.co.uk pages must load into the users entire window. www.travelhouseholidays.co.uk does not permit links from any site that contains material that could be construed as offensive. The Travel House also does not allow links to be created to www.travelhouseholidays.co.uk without written consent from The Travel House Head Office, Marketing Department.

Copyright
The names, images and logos identifying www.travelhouseholidays.co.uk are copyright of The Original Travel House Limited. If you believe that your copyright has been infringed, please contact The Original Travel House Limited. We will need to know details of the work, where it is on the site, and a statement that reproduction has not been authorised.

In no event will we be liable for any loss or damage including, without limitation, indirect or consequential loss or damage, or any loss or damages whatsoever arising from use or loss of use of, data or profits arising out of or in connection with the use of www.travelhouseholidays.co.uk.

Offers have limited availability on a 1st come 1st served basis & are per person unless stated. Official ratings may differ from tour operator / accommodation supplier ratings. Late booking fees may apply. Credit/debit card transactions are subject to a charge unless stated. Some tour operators may charge extras for transfers, in-flight meals or ticket on departure - details on request. * Terms and conditions may apply. Errors and Omissions excluded.

These terms and conditions shall be governed by the laws of England and Wales. Any dispute arising under these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales. You hereby consent to the exclusive jurisdiction of the England and Wales courts in all disputes arising out of or relating to the use of this website. Use of this web site is unauthorised in any jurisdiction that does not give effect to all provisions of these terms and conditions, including without limitation this paragraph.

If any part of this agreement is determined to be invalid or unenforceable pursuant to applicable law including, but not limited to, the warranty disclaimers and liability limitations set forth above, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the agreement shall continue in effect.

Links To External Websites Links contained in www.travelhouseholidays.co.uk will lead to other websites which are not under our control. We are not responsible for the content of any linked site. Listing and linking should not be taken as an endorsement of any kind and we accept no liability in respect of the content. We cannot guarantee that these links will work all of the time and have no control over the availability of the linked pages. www.travelhouseholidays.co.uk recommends that you read the terms and conditions, and privacy policy, of any external website.

Virus Protection
Our privacy policy explains how we protect the data we collect from you.

This Terms and Conditions was last updated on 26th April 2013. We may at any time revise these terms and conditions without notice. Please check regularly. Continued use of www.travelhouseholidays.co.uk after a change has been made is your acceptance of the change.

Our Details
The Original Travel House Limited Post Building, Adelaide Street, Swansea, SA1 1SB

Travel Insurance
Your financial protection The air holidays/flights shown on this website are ATOL protected by the civil aviation authority. We act as agents for licensed tour operators.

Please see our booking conditions for more information.

Our ATOL number is 9165. ATOL protection does not apply to all holidays and travel services on this website.

Please ask us to confirm what protection may apply to your booking.

We are a member of ABTA No:9186

All prices quoted on the website may change at time of booking. Our booking Terms and Conditions can be found Here

» Legal Notices «

Please read the following terms and conditions carefully. They deal with your rights and obligations to us
and ours to you. Please ensure that you are aware of the conditions relevant to your booking. These terms and conditions
apply when you book a holiday package arranged by The Travel House. Seperate terms and conditions
apply when act as an agent for a tour operator. Please refer to the tour operator full terms and conditions.

Contract
No contract shall exist until The Travel House has received the required payment plus insurance premium
(if purchased through us) and has signified its acceptance. Once the contract is made we are responsible
to you to provide the holiday that you have booked and you are responsible to us to pay for it.

Cancellation
Cancellations must be advised in writing by the lead name on the booking. Our cancellation charges are as follows:

More than 21 days prior to departure - 70% of the holiday cost
21 - 8 days prior to departure - 90% of the holiday cost
Within 7 days of departure - 100% of the holiday cost

Payment Details
Credit card payments will incur a 2.5% credit card charge.
Please note: Your holiday may be cancelled if you fail to make payment on time. The appropriate cancellation
charges will then apply. All cheques should be made payable to The Travel House.

These charges are a percentage of the total cost of your holiday, not including your insurance premium.
Please note exceptions may apply. You will be advised of these at time of booking.

Amendments
Once your booking has been confirmed any changes you wish to make to your holiday will be subject to an amendment fee.
These vary dependent on individual circumstances. A consultant will be happy to advise you at the time of your request.

Documents
We will send you a confirmation invoice once you have made your booking. Please check all details and
advise us immediately of any discrepancies. This invoice will detail any outstanding balance and its due date.
Please ensure that you pay your balance by the date indicated as no further reminder will be sent to you.

Please note your confirmation includes important travel and airline information including any booking
references so please be sure to take them when you travel.

You will be advised of any amendments to your travel details after your confirmation has been issued.

Flight Details
Your invoice will show the latest planned flight times that are available to us at that time.
We recommend you re-confirm your flight time with the airline prior to travel. Please note your individual
baggage allowance will be shown on your confirmation.

Travel Insurance
The Original Travel House Limited is an appointed representative of ITC Compliance Limted which is authorised and regulated by the FSA (their registration number is 313486). If you have declined to take our recommended travel insurance you will need to complete an insurance disclaimer form. We strongly advise you to take out adequate travel insurance.

Foreign Office Advice
The Foreign and Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information on the internet at www.fco.gov.uk . Alternatively you can contact ABTA Information Department on 0901 201 5050 (calls charges at 50p/minute). It is our company policy to follow FCO advice pertaining to your destination.

Complaints
If you have a problem when you are on holiday, you must report this immediately to the hotel manager who will do their best to resolve the problem to your satisfaction. On return to the UK, if you wish to pursue your complaint you must write to our Head Office at The Travel House, Post Building, Adelaide Street, Swansea, SA1 1SB , within 28 days of your return. Please give full written details of your complaint and quote your booking reference number on all correspondence.

General
It is the passenger's responsibility to be in possession of a valid 10-year passport, with at least 6 months
validity beyond return date. If you do not hold a British passport please note that a Visa may be required.

Conditions
When you travel by air or by water the transport company's 'Conditions of Carriage' will apply to your journey.
Please ask a member of staff for further details.

Dafamation Claims
Because travelhouseholidays.co.uk lists hundreds of products for sale on the website and hosts many links and offers from third party suppliers. It is not possible for us to be aware of the contents of each product listed for sale. Accordingly, www.travelhouseholidays.co.uk operates on a "notice and takedown" basis. If you believe that any content on, or advertised for sale on the website contains defamatory or incorrect information, please notify us immediately. Once this procedure has been followed www.travelhouseholidays will make all reasonable endeavours to remove the defamatory content complained about within a reasonable time.

Links to Third Party Websites
This web site contains links to external third party web sites. The Travel House is not responisble for the content or information supplied
or prices quoted by third party websites.

Purchases from Third Party Suppliers
www.travelhouseholidays.co.uk offer for sale a selected number of products through third party suppliers.
This means that we act as a disclosed agent for third party suppliers, such as a tour operator, hotel or a independent supplier.
What this means is that the contract where applicable for the product is between you and the supplier. In most cases this will mean that
there are additional terms and conditions governing the contract as each supplier will have terms and conditions relating
to that product. Please make sure that you have read these terms and conditions before completing your transaction with us.


» Booking a Package Holiday, Flight Only and Hotel Only «

1.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 and Welsh Law and the jurisdiction of the English and Welsh 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.

1.1 BOOKING DETAILS:
When a booking is made all details will be re-laid 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 will incur the charges stated below. Please ensure that the names given are the sameas 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 forthe 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. It is extremely important that we make the necessary arrangements to make your holiday run smoothly. We must therefore insist that you contact our office on 01792 472221 before completing any reservation to ensure compatibility for the holiday you chose. 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 upon request.

2. PAYMENT:
You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, 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.

3. CANCELLATION and AMENDMENT:
Any cancellation or amendment request must be sent to us in writing by the lead passanger on the booking 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.

4. 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 ofbaggage 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.

5. FINANCIAL PROTECTION:
All the package and Flight-Plus 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 and we will provide you with their confirmation. Our Flight-Plus holidays are ATOL-protected (our ATOL number is 9165). 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: · 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). · 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.

6. DELIVERY OF DOCUMENTS:
Clients will be asked to supply an email address at time of booking. Where possible all documents (e.g. invoices/tickets/Insurance policies) that require will be emailed. Once documents leave our offices 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 subject to the charges stated below.

7. 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. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. 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.

8. 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. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. 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.

9. 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, Please contact the Travel House branch in which your booking was made. The Travel House will pass the complaint on to the operator on your behalf. Please allow 28 days for a reply. 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

10. SERVICE CHARGES: In certain circumstances we apply a service charge for the services we provide. SERVICE CHARGE Cancellation or amendment £10 per person, plus cost incurred Credit card charge - 2.5% Tickets despatched by courier - £20


» Booking a Build Your Own Holiday or City Break «

YOUR CONTRACT IS WITH The Original Travel House Ltd, a Member of ABTA. (W9186)

1. Your holiday contract
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as the booking is confirmed. This contract is made on the terms of these booking conditions, which are governed by English and Welsh Law, and the jurisdiction of the English and Welsh Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

2. Your financial protection
We provide full financial protection for our package holidays, by way of our Air Travel Organiser's Licence number 9165. 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. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren't able 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). If we 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.

3. ABTA
We are a Member of ABTA, membership number W9186. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn't apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

A) We reserve the right to alter the prices of any of the holidays shown on our website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. B) When you make your booking you must pay a minimum deposit of £200 per person. In some circumstances we may require full payment to secure the booking. The balance of the price of your travel arrangements must be paid at least 14 weeks before your departure date. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. C) Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person together with 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 travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel you must do so within 14 days from the date 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 holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. 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.

5. If You Change Your Booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will doour utmost to make these changes but it may not always be possible. Any request for changesto be made must be in writing from the person who made the booking . You will be asked to pay an administration charge of £10 per person, and any further cost we incur in making thisalteration. You should be aware that these costs could increase the closer to thedeparturedate that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements (e.g. Apex Tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that partof the arrangements.

6. If You Cancel Your Holiday
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our office. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows: Period before departure Cancellation charge in which you notify us More than 98 days Deposit only 56 – 97 days 50% of holiday cost 21 – 55 days 70% of holiday cost 15 - 20 days 90% of holiday cost 0-14 days 100 % of holiday cost The cancellation charges advised may vary dependant on the flight operator. In some circumstances the full flight fare will be charged at cancellation. Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

7. If We Change or Cancel Your Holiday
As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday and receiving a full refund of all monies paid. In some cases we will also pay compensation (see below). These options don't apply for minor changes. Examples of minor 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. Cancellation We will not cancel your travel arrangements less than 14 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached. If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).In some cases we will pay compensation (see below). Insurance If we cancel or make a major change and you accept a refund, we will consider an appropriate refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy. Compensation If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

IF WE CANCEL OR MAKE A MAJOR CHANGE TO YOUR HOLIDAY
Period before departure in which we notify you Amount you will receive from us More than 98 days £0 per person 29-98 days £10 per person 15-28 days £20 per person 8 - 14 days Less than 7 days £30 per person £40 per person Force Majeure We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.

8. If You Have A Complaint
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our resort representative immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by contacting the branch at which your booking was made. If a suitable outcome is not reached please contact our Customer Services Department at The Travel House, Post Building, Adelaide Street, Swansea, SA1 1SB , giving your booking reference and all other relevant information. Please keep your letter concise and to the point. It is strongly recommended that you communicate any complaint to the supplier of the services as well as to our representative without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please allow 28 days for a reply. Please also see clause 3 above on ABTA.

9. Our Liability to You
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of 2 times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to (a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and (b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. You can ask for copies of the transport contractual terms, or the international conventions, from The Travel House, Post Building, Adelaide Street, Swansea, SA1 1SB . Under EU law (Regulation 261/2004) 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 will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 7. If any payments to you are due from us, any payment made to you by the airline will be deducted. NB this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

10. Prompt assistance in resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

11. Passport, Visa and Immigration Requirements
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. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

12. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. This website is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight. Data Protection 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 name, 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 etc. The information may also be provided 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 any information onto 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 provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.) Your data controller is: The Original Travel House Ltd. You are entitled to a copy of your information held by us. If you would like to see this please contact us. We may make a small charge for providing this to you.