We are VU Ltd a company registered in England and Wales registered no. 3054760 whose registered office is at Kelso Villa, Kelso Place, Upper Bristol Road, Bath BA1 3AU. We are corporate hospitality booking agents and event organisers. Your contract with us is subject to the following terms and conditions (“Terms”) which supersede all others issued by us prior to their date of issue. We reserve the right to amend our Terms at any time to conform with any change in any relevant rule of law, code of practice or regulation. We will notify you of any changes to our Terms which may affect you at the time of booking.
Additional terms may be set out in our confirmation of booking.
1. Your contract with us Our services are as advertised and stated in our promotional literature and website.We reserve the right at any time in our absolute discretion not to accept or to choose not to proceed with any booking. Subject to the availability of the relevant Hospitality Package, the receipt by us of an email booking confirmation, the receipt by us of a faxed/posted booking confirmation or the receipt of the deposit from the customer (whichever event shall occur sooner) shall constitute acceptance of the booking by us and shall create a Contract subject to the conditions below.If booking on-line you will be notified on screen or by email once your booking has been accepted. Our confirmation of booking will contain a summary of your arrangements and the event to which your booking relates. Further details and tickets will be provided to you in due course. Transport to and from an event is not included unless otherwise stated.
You will normally be required to pay us a non refundable deposit of 50% of the overall cost of the booking within 10 days of our invoice date. Final balances must be paid no later than twelve weeks prior to the first day of the event booked. How your payments are to be made and the exact cost will be notified to you at the time of booking and set out in our invoice.
If you are booking within 90 days of the event you will be required to pay the full price at the time of booking. There may be increased charges should you make any changes to your booking. Any “extras” will be added to your booking and charged to you separately. A separate invoice will be issued which will be due and payable by you within 30 days of its date or immediately if changes are made within 90 days of the event.
The prices quoted are in £GBP (pounds sterling) and are correct at the time of quotation, however, changes may occur from time to time. If there are any changes which affect you we will notify you. You may be charged and have to pay VAT for our services where applicable.
4. Your responsibilities
4.1 You are responsible at all times for your own health and personal safety and that of your party.
4.2 If you or any of your party has any medical problems, disability, special dietary requirements or allergies you should inform us at the time of booking so that we can try to make appropriate arrangements and/or pass this on to the relevant supplier.
4.3 If you have any special requests we will do our best to meet them and/or pass them on to the relevant supplier. We cannot guarantee that these will be met and they are at all times subject to availability.
4.4 You are responsible for any damage to or loss of any valuables, luggage or personal possessions or any harm (save for personal injury or death due to our negligence) suffered by you or any other member of your party during the event and your journey to or from the event.
4.5 Please note that all timings (such as timetables, kick offs, start and end times) are subject to alteration without notice. It is your responsibility (save where we arrange transport to and from an event) to check and confirm all timings relating to your booking.
5. Our liability to you
5.1 We have no liability to you when we act for you as booking agents only. Your contract is with the third party responsible (such as the sponsor, host, promoter or venue) and all liability to you for the booked event rests solely with them.
5.2 Where we act for you outside our capacity as booking agents only:
5.2.1 we accept no liability for any accident or illness to you whether before, during or after the event save for personal injury or death resulting from our own negligence;
5.2.2 we accept no liability whatsoever in connection with any activities you participate in during or associated with the event, with the exception of those activities arranged exclusively by and through us;
5.2.3 we accept no liability for any other matter nor for any other loss (including any direct, indirect or consequential loss), harm, costs, claims, damages (including any special, general or punitive damages) or expenses whatsoever;
5.2.4 our liability to you is excluded to the fullest extent permitted by law.
5.3 We are not liable and accept no responsibility for any breach of or failure by us to perform any part of your contract with us or for any harm which you may suffer before, during or after the event or relating to the event or booking due to circumstances out of our control, such as (but not limited to) any war or threat of war, riot, civil commotion, government action, terrorist activity, labour dispute, fire, adverse weather conditions, computer error, telecommunications failure, Internet related problems, delays and technical or maintenance problems relating to transport, closure of airports, airspace or territorial borders. You accept that when as booking agents only, any cancellation, amendment to any itinerary or any other changes whatsoever affecting any of the events booked by you through us are also matters beyond our control. We will in such circumstances endeavour to notify you of any cancellation or change as soon as possible after we receive notice of the same.
5.4 Save in respect of personal injury or death resulting from our own negligence our total liability to you shall be limited to the price paid by you for your booking.
5.5 We are not and cannot be liable at any time for any action, inaction, activity, inactivity, advice or guidance given to you by any third parties or any of our suppliers. Our suppliers may have their own terms and conditions of business which will affect you. Copies of these can be requested and where available forwarded to you.
5.6 Much of the information provided by us (and whether verbally, on our website or in writing) is supplied to us by third parties. Wherever possible this information is verified by us but we are not responsible for its accuracy or content.
5.7 We give no warranty whatsoever in connection with our services save as set out in writing in these Terms. All other warranties express or implied are excluded to the fullest extent permitted by law.
If you wish to amend your booking please let us know. We will try to make the change but it may not be possible and you may incur further charges. If we are unable to make the change you will be given the option of proceeding as arranged or cancelling your booking in which case our Cancellation Charges will apply. Please be aware that certain arrangements cannot be changed once a booking has been made. Where we act as booking agents only and we have already incurred the costs of receiving your tickets we cannot provide you with any refund. If any of your party drop out or fail to show for an event for any reason no refund is payable.
We may occasionally have to make changes to your booking. We will notify you as soon as possible of any material changes affecting you or your party. Where this involves an increased charge we may choose to absorb these for you or pass on these charges on to you, in which case you will be given the option of accepting the charge and paying the increase or cancelling your booking. In the event that you cancel in these circumstances we will provide you with a full refund. Our cancellation charges will not apply.
We have no liability to inform you of any minor and non-material changes to your booking or of any other changes which may occur due to circumstances beyond our control.
If you wish to cancel any of your arrangements with us you must notify us in writing immediately. The date and time of our receipt of your notice to us in writing will be treated
by us as the effective date and time of your cancellation.
We reserve the right to cancel any booking for which payment in full has not been received by us. Our Cancellation Charges will apply.
We may be forced to cancel any booking due to insufficient numbers or other circumstances beyond our control. Where tickets or places are unavailable for any reason we will refund to you all sums paid by you to us relating to your booking. Where there is a cancellation, delay or suspension of any event by any third party (including any sponsor, host, promoter or venue) or due to any other circumstances beyond our control we will provide no refund unless and until we are reimbursed by the third party responsible. In the event of your insolvency, bankruptcy, liquidation, administration or receivership or any arrangement (voluntary or otherwise) being made or entered into by you with or for the benefit of any of your creditors or any such similar arrangement at any time, we reserve the right to treat your booking as being cancelled and our Cancellation Charges will apply.
more than 120 days prior to event - 50%
between 90 and 120 days prior to event - 75%
90 days or less - 100% (including deposit)
We reserve the right to perform our obligations through any associated company, division or sub-division from time to time. We reserve the right in our sole discretion at any time to
assign any contractual commitment or arrangement and any of our liabilities or obligations to any other person.
The law of England and Wales applies to the contract between us. If there is any dispute between us which cannot be amicably resolved, this will be resolved in the courts of England and Wales.
10. Data Protection
We observe the statutory requirements for data protection. For more information on data protection please refer to www.dpr.gov.uk.
Upper Bristol Road
Customer Services Team
Tel: 0871 871 5300
Fax: 0871 871 5314
Our literature and the content of our web-site are protected by copyright. Any unauthorised copying whether by downloading, uploading, faxing, photographic reproduction or otherwise is prohibited. You may do so strictly for your own private use only in connection with your booking.
VU Ltd is a company registered in England and Wales company number 03054760 whose registered office is at Kelso Villa, Kelso Place, Upper Bristol Road, Bath BA1 3AU
These conditions and other information in this brochure, separate publicity material or our web site form the contract between us. All holidays are subject to availability and the booking conditions below, a copy of which will be sent to you with your invoice for acceptance. When you have booked your holiday, completed an optional booking form, paid a deposit and we have issued a confirmation, a contract exists between us.
1. The contract.
We are VU Ltd Kelso Villa, Kelso Place, Upper Bristol Road, Bath BA1 3AU. If your travel arrangements include a flight departing from the UK, we hold an ATOL (Air Travel Organiser’s Licence), number 6340,issued by the Civil Aviation Authority.
Your Financial Protection.
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.
Any dispute arising over our contract will be dealt with under English Law in a court in your area of residence in the UK. Our services are as advertised and stated in our promotional literature and website. We reserve the right at any time in our absolute discretion not to accept or to choose not to proceed with any booking. Subject to the
availability of the relevant Hospitality Package, the receipt by us of an email booking confirmation, the receipt by us of a faxed/posted booking confirmation or the receipt of the deposit from the customer (whichever event shall occur sooner) shall constitute acceptance of the booking by us and shall create a Contract subject to the conditions below.
If booking on-line you will be notified on screen or by email once your booking has been accepted. Our confirmation of booking will contain a summary of your arrangements and the event to which your booking relates. Further details and tickets will be provided to you in due course. Transport to and from an event is not included unless otherwise stated.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought 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.
When you wish to confirm a holiday booking a person aged 18 or over must pay us a non-refundable deposit of 50% of the total booking, or the full holiday price if booked within 90 days of departure. You will be advised at the time of booking if your travel arrangements require additional payments. We will send you a final invoice about 10 weeks before departure and this balance must be paid immediately. If we do not receive the balance by the due date we will treat the booking as cancelled by you and you agree to pay the cancellation charges as described in section 4.2 of these conditions. If you make a late booking and it is necessary to issue your documents on departure or send them to you by special delivery, there will be an additional charge of £25 per booking. We accept cheques, bank transfers or card payments in accordance with our payment form.
3. Holiday price
All our prices are quoted in £’s sterling. The prices in this brochure, and in supplementary promotional material, apply at the time of printing and may change before you book. We will give you a price quote at the time of booking and once you have accepted this and a booking has been made and confirmed, we will hold that price. The only additional charges we can pass on to you are those imposed by UK or Foreign Governments, other regulatory bodies and airlines. What your holiday price includes:
• Return transportation including luggage allowance as confirmed.
• Overseas transfers/transportation as confirmed.
• Accommodation, meals (including any bonus offers) as confirmed.
• The services of a representative, tour guide or an appointed local agent, including a 24hour emergency contact (except cruises).
• Any other services e.g. Excursions, car rental, ski packs etc as confirmed
• All UK departure taxes, fees and passenger charges.
• Any applicable overseas port charges.
• Child discounts as booked and confirmed on your invoice.
• Visa fees, overseas airport departure charges payable locally, porterage, personal expenditure, hotel extras.
• Taxes or compulsory charges introduced by Governments, regulatory bodies or airlines after you have booked.
• Security charges introduced or increased after you have booked.
4. Changes or cancellation by you
If you wish to change your booking after the confirmation invoice has been issued, the person who made the booking and paid should contact us and we will try to meet the request, but this may not be possible. If we are able to make the change requested, you agree to pay us a nonrefundable administration fee of £50 per person outside 90 days of departure and £75 per person 89 days or less before departure. Important notes: Many suppliers, particularly airlines, cruise companies and safari operators, do not permit us to change names or travel dates and impose full cancellation charges. We will pass these on to you in addition to our administration charge, where applicable. Some accommodation types, particularly self-catering, cruise ship cabins and hotel rooms with reductions for 3+ people, are priced according to the number of occupants. If fewer people travel than originally booked there will be extra charges to pay which will be advised to you when you make the changes.
If you or any member of your party wishes to cancel your booking once a confirmation invoice has been issued, the person who made the booking and paid must notify us in writing by recorded delivery. The cancellation charges you will be required to pay will be calculated from the date we receive written notification. Please note we cannot refund deposits or amendment fees. We strongly recommend that you takeout full insurance which includes cancellation cover. We incur costs from the time you make your booking and you agree that if you cancel your booking, you will compensate us for our expenses and losses as per the table below. Our cancellation charges increase the nearer the cancellation is made to your departure date and this is because there is a reducing opportunity for us to re-sell your holiday. Number of days when written Cancellation amount cancellation is received by us as a % of price
90 days and over Deposit only
89 days up to day of departure 100%
5. If we have to change or cancel your holiday We will do our utmost to deliver your holiday as booked. As we plan the arrangements many months in advance we may occasionally have to make changes and reserve the right to do this at any time. Significant change Most escorted tours can only run with a minimum number of participants. Numbers vary according to the tour and in the event of the minimum numbers not being reached, we reserve the right to cancel a tour altogether. If we do this, or make a significant change,we will do so as soon as reasonably possible. If the reasons for the change are within our control, we will pay you compensation and you will have one of three options:
• Accepting the changed arrangements.
• Transferring to another holiday offered by us and paying or receiving a refund for any price difference.
• Cancelling your holiday and receiving a refund of all monies paid to us. Significant changes include, but are not limited to, changes involving:
• Your UK departure airport (unless this is between Heathrow and Gatwick or visa versa).
• Your destination area.
• A change of accommodation (except tours/safaris/cruises) to a lower star grading).
• Your departure time from the UK or length of holiday by more than 12 hours. (excluding transport delays once you have checked-in). Liability for changes is limited to the levels shown below for each person and we regret that we cannot accept responsibility for any other losses or expense you suffer. Compensation payable by us:
60 days and over before departure £0
59 - 43 days before departure £10
42 - 29 days before departure £25
28 - 15 days before departure £45
14 - 8 days before departure £60
7 - 0 days before departure £75
We will not pay compensation or accept any liability as the result of events beyond our control, which include without limitation:
• War or threat of war.
• Riots or terrorist activity.
• Industrial disputes.
• National or nuclear disasters.
• Bad weather conditions.
• Cancellation or changes of airline/train schedules, cruise ship and escorted tour itineraries.
• Technical problems affecting transportation.
• Any similar event.
Minor changes A minor change is any other change and we do not compensate in these cases.
6. Our liability to you
a. We accept responsibility for ensuring that the travel arrangements you book with us are supplied as described in our brochure or on our website. If any part of these travel arrangements is not provided as promised, we will pay you appropriate compensation if this has affected your enjoyment of your travel arrangements. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of the cost of your holiday and any reasonable directly attributable costs.
b. We accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents, or suppliers and sub-contractors, whilst acting within the scope of, or in the course of their employment, in the provision of your travel arrangements. We will accordingly pay you such damages as might have been awarded in such circumstances under English Law.
c. In respect of travel by air, sea and rail and the provision of accommodation, our liability will be limited in the manner provided by the relevant international convention. Copies of these conventions are available from us but please allow up to 28 days for delivery. You should note that the acceptance of liability on our part is subject to the amount of any claim against VU Ltd being reduced by any amount paid to the claimant from time to time for the same claim by any employee, agent or supplier of VU Ltd who is in any way responsible for the death, injury or illness you suffer.
d. 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 package travel arrangements or an excursion arranged through us, 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 and benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you or to any one booking form to £5,000.
7. Your responsibility
a. You must ensure that you and the rest of your party have valid passports, any appropriate visas and vaccinations. We are not liable for any costs, delays or illness resulting from your failure to meet these requirements.
b. You must be responsible for ensuring that any existing medical conditions or disabilities which may require assistance are declared to us before your book your holiday or, if newly diagnosed, before date of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses to accept you or any member of your party as a passenger if this information is not made known to us.
c. You must be responsible for the behaviour of yourself and your party. We or our suppliers reserve the right to refuse your booking or to remove you and/or any member of your party from any holiday if you or any member of your party is reasonably deemed to behave in a disruptive, dangerous or annoying manner. No refund or payment of any costs incurred by you will be made by us under these circumstances and you may face prosecution.
For your own interest we insist that you must be covered with a comprehensive holiday insurance policy to travel on any of our holidays. None of the activities included in any of our holidays can be deemed to be of a hazardous nature, i.e. of the type normally excluded from any travel insurance cover. However, optional excursions may be offered which could include trips in light aircraft or helicopters. You should check your policy to confirm you are covered for these particular activities. Should you, while on holiday choose to take part in any such activity, which was not booked by VU Ltd (e.g. hot air ballooning, white-water rafting, etc.) which can be deemed as being of a hazardous nature, we cannot accept any liability for death or injury. It is also essential to ensure that cover is provided under the terms of your travel insurance. Tour managers and local representatives are instructed not to act as agents in booking any alternative activities other than those approved by VU Ltd. Any assistance they may offer at your request does not imply they have acted as anagent or that these activities have been approved and are offered for sale by the company. Full details of your insurance cover must be supplied at time of booking.
9. Price pledge
Definition of an identical holiday The identical* holiday offered by another tour operator has to be available for sale either at the time of booking or up to 7 days after you book with VU Ltd.*Identical means the same: departure date, flight number /class of travel for all flights; accommodation name; room type; meal plan; transfer arrangements; car type; itinerary / tour content (if a cruise or tour); train times, operators and stations. Holiday Insurance It is a condition of booking a VU Ltd holiday that you must have appropriate insurance.