49 Newtownards Road
028 9015 1030
ATOL No. 11029
BOOKING TERMS AND CONDITIONS
Your contract is with Strandtown Travel (NI) Ltd., trading as Acetours, ATOL applied for). Our registered office is 31 High St., Donaghadee, Co. Down, Northern Ireland BT21 0AH . Our trading address is 49 Newtownards Road, Donaghadee, BT21 0PY. When you make a booking you guarantee that you have the authority to accept on behalf of your party, the terms of these booking conditions. No employee or representative of the Company has the authority to vary these terms and conditions. The contract is made on the terms of these booking conditions, which are governed by the law of Northern Ireland, and under the jurisdiction of the Northern Ireland Courts.
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
“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.”
BOOKING AND PAYMENTS We will forward a confirmation invoice and an ATOL Certificate within 24 hours of receiving your signed booking form, deposit (as shown on the booking form ) and insurance (if appropriate). At that time the booking is confirmed and a contract exists between us and all conditions become binding for both of us. The person making the booking and signing the booking form guarantees payment to us of the total cost of the holiday booked, and also does so on behalf of and with the consent of all others for whom the booking is completed. The balance of the holiday cost must be paid no later than 10 calendar weeks before departure. If the deposit or balance is not received by the due date we reserve the right to cancel the booking and your deposit plus insurance will be forfeited. We do not usually send reminders of monies owing. For bookings made within 10 weeks of departure, the holiday is payable in full.
PAYMENT BY CREDIT CARD Currently, we are not accepting payment by credit card, due to the fact that we cannot pass on the 3.5% charge made against us. We wiil periodically review this situation. (Dated 01 Feb 2018)
PRICE POLICY We reserve the right to increase or decrease holiday or tour prices at any time before you book and to publish an amendments or updates. After booking, changes in transportation costs, including the cost of fuel, duties, taxes or fees chargeable for services such as landing taxes or embarkation/disembarkation fees at ports and airports or exchange rates and government (UK & foreign) action such as changes in VAT or any other Government imposed charges mean that the price of your travel arrangement 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 holiday, which excludes insurance premiums. You will be charged for the amount (if any) over and above that. If this means that you have to pay an increase of more than 10% of the price of your holiday, you will have the option of accepting a change to another holiday (subject to availability) or cancelling and receiving a full refund of monies paid, except insurance costs. We will confirm the up-to-date price of your chosen holiday advertised in our brochure before confirming your booking. The price of your holiday in 2015 was calculated using exchange rates as stated in the Financial Times on 101st November 2014. The rate used for 2016 holidays is based on the rates published on 27 July 2015.
DISABILITES AND MEDICAL CONDITIONS Many of our holidays require some degree of physical fitness and regrettably may not be suitable for the physically challenged. You must let us know if you or anyone in your party suffers from any medical condition or disability before a booking is made. Acetours cannot provide individual assistance with boarding coaches or other forms of transport, baggage handling, walking or other personal requirements Clients should be confident that they can do these tasks unaided or that they have a helper travelling with them, who is able to assist you. We are happy to give advice and assistance with the choice of your holiday, which will be dependent upon the nature of the disability. In order to ensure your enjoyment of the holiday, we ask all clients to provide full details of any disability or special requirements at the time of booking. We may request certification from your GP to confirm that you are fit to travel. Where walking tours are part of the holiday, all clients must be able to walk at a reasonable pace, so as not to hold up the other clients. If you are not able to keep up, we may have to leave you behind and give directions as to where you can meet up with us later. Failure to notify us of any disabilities or hindrances, which may cause you not to be able to manage your own luggage, or hinder access to or from transport, or to proceed unaided, may result in you being refused permission to travel. Regrettably, on some holidays, we may not be able to accept motorised wheelchairs or mobility aids.
Rail Travel: Please note that our holidays featuring rail travel may not be suitable for wheelchair users and may be difficult for those with walking difficulties or significant health problems. Please check with us before booking. Walking: Due to the historic nature and layout of some towns, access to places visited and hotels by coach may be limited. Clients are therefore advised that a significant amount of walking may be involved. Many of the places are extremely old and there are often uneven steps and terraces. We will, however, make every effort to accommodate anyone with a disability or hindrance, where possible.
You are urged to contact us for further information if you have any difficulty in walking or you have mobility problems and we will be pleased to advise you on the suitability of any particular holiday. Should your medical condition change from the time of making your booking you must advise us as soon as possible. Furthermore, all customers should be able to look after their own luggage at all times and in all situations. We cannot be held responsible for, or be expected to attend to possessions, luggage, equipment or any other item belonging to our customers.
If we have not been informed about an individual’s disability or hindrance before check-in at the airport or coach departure point we may be forced to refuse travel. No refund will be given in this instance.
CHANGES OR CANCELLATIONS BY YOU Requests to change your booking after confirmation may be made in writing, fax or email, but we are not bound to comply with such requests. If additional people are added to your booking, they are added on the understanding that they have also accepted these booking conditions. Where we can meet a request for a change to your holiday, we will issue a revised holiday invoice to confirm this. Substantial amendment/re-ticketing charges in respect of name changes, misspellings, incorrect initials etc. may be incurred once the booking has been confirmed. It is therefore important to ensure that the correct information is passed to us when the booking is confirmed. Any such extra charges arising from incorrect information given to us will be passed to the customer.
All changes requested within 8 weeks of departure will incur substantial cancellation and/or amendment charges. The only exception is where the change is to substitute a party member where that person is prevented from taking their holiday. In this situation, that person may transfer their booking to someone else provided we are notified not less than 7 days prior to the scheduled departure date. An amendment fee of £25 per person will be charged, as well as any costs imposed by the airline, hotel, cruise or coach company. Please note that airlines, however, may not permit name changes. Should the number of persons travelling change, the price may change on the basis of the new party size, especially in the case of single rooms. A revised invoice will be re-issued confirming the new price of the holiday.
COST OF CANCELLATIONS Cancellations can only be accepted in writing by letter, fax or email. We would ask you to phone and cancel the holiday followed by a letter. A cancellation/confirmation invoice will be sent to you within 7 days. If you do not receive this you should contact our office. The cancellation charges will depend on when we receive your written notification. You may make a claim against your insurers if your cancellation falls within the terms of the policy.
More than 70 days Loss of Deposit
70 – 43 days 50% cost of holiday
42 – 29 days 70% cost of holiday
28 – 14 days 90% cost of holiday
14 days or fewer 100% cost of holiday
Over and above these charges, all charges levied by airlines, etc. will be non-refundable.
DEPOSITS & BALANCE PAYMENTS
Currently for the years 2019 and 2020 the deposits required to confirm your reservations are as follow, unless otherwise specified. In some instances, we will require interim payments and you will be advised of these and what they are for, at the time of booking. Our deposits are based approximately on what it costs to buy the airfare and, in some cases, pay a deposit to the cruise line and/or hotels involved in the holiday. These payments are usually not refundable to us, so in the event of a cancellation, we must pass them on. Sometimes the payments we make are marginally more than what we have received and sometimes the deposit we have collected is marginally more than our costs but the differences are minimal. We also need to factor in any adminstrative costs we may have incurred.
As the due departure date approaches, our commitment to suppliers becomes more and substantial cancellation charges may be levied against us. Furthermore, we have made commitments for which we are liable and, the closer to the due departure date, the less time we have to try to sell or amend it. Therefore, the cancellation fees above are usually quite fair. We will, of course, review each case on its merits. We value our customers and will always try to treat them fairly.
In all cases, though, it is incumbent upon the persons travelling to ensure they have adequte travel insurance, through which a claim can be pursued in the event of most insurable instances. It is one of our conditions that every traveller has such adquate travel insurance, which should cover airline failure and delay or cancellation due to adverse conditions, such as volcano ash.
CHANGES OR CANCELLATION BY ACETOURS. It is unlikely that major changes will have to be made to your holiday, but, because arrangements are planned many months in advance, we reserve the right to make changes to holiday details, both before and after you have booked your holiday. We will notify you of such changes as soon as possible.
Where a significant change to an essential term of the contract becomes necessary, we will inform you as soon as is reasonably possible if there is time before your departure. A significant change is one that we make to your holiday arrangements before departure that involves changing your departure airport, your resort, or your hotel to that of a lower official category, your departure date or time by more than 12 hours. These are only illustrations of significant changes and there may be other occurrences, which constitute significant changes. To enable us to determine whether other occurrences constitute a significant change, you must advise us in writing at the time of booking of any particular facilities which are fundamental to your holiday
You will have the choice of either a) accepting the changed arrangements as notified to you or b) purchasing another holiday from us and paying or receiving a refund in respect of any price difference or c) cancelling your holiday and receiving a full refund of all monies paid.
We reserve the right in any circumstances to cancel your travel arrangements. It is not our practice do so except where the minimum number (usually 20) of clients required for a particular travel arrangement is not reached. However, we will not cancel your travel arrangements less than 10 weeks before your departure, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of a comparable standard of hotel from us, we will refund any price difference if the alternative is of a lower value.
FORCE MAJEURE Compensation payments do not apply to changes, cancellations or curtailment caused by reason of war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural and nuclear disaster, fire, World Health Organisation or Foreign Office advice, adverse weather conditions, technical problems to aircraft, closure or congestion of airport or ports, cancellation or changes of schedules by airlines, and all similar events beyond our control. We cannot accept responsibility where the performance or prompt performance of our contract with you is prevented or affected as a result of such circumstances beyond our control. Any costs incurred for any reason caused by Force Majeure will be paid by you, the customer. We will, of course, do our utmost to keep any such costs to an absolute minimum.
FLIGHT CHANGES/DELAYS It may be necessary before departure to alter the airline, aircraft or flight timings (by less than 12 hours) or your airport of destination or departure for any of several reasons. Where such changes occur it is not possible to transfer to another holiday or to cancel without incurring normal cancellation charges. Carriers such as airlines used in our programme may be subject to change. Such a change is deemed to be a minor change.
In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight, where possible. We do this by listing the carriers to be used on our booking confirmation invoice and on our website. Any changes will be notified to you as soon as possible.
COMPLAINTS If you have cause for complaint whilst on holiday, you must bring it to the attention of the group leader and/or the hotel, who will do their best to rectify the situation. Should a problem remain unresolved you should make a complaint in writing to Acetours within 14days of the completion of the holiday. If you have special needs that prevents you from writing to us then, we will accept details of your complaint over the telephone. For complaints arising from airlines, we will initially act as a liaison between you and the airline but cannot accept any responsibility on behalf of that airline.
HOLIDAY INSURANCE It is a condition of carriage that all travellers must have adequte travel insurance to cover all eventualities. We do not currently offer holiday insurance. We will not carry a client who does not hold valid travel insurance. If you do not already have insurance, may we suggest one of the "on-line" websites, such as but not limited to www.moneysupermarket.com, all of whom offer a broad spectrum of policies, including cover for those with pre-existing medical conditions.
EARLY BOOKING RECOMMENDED We cannot stress enough the value of booking early. The prices are accurate as of 01st November 2017 for 2018 holidays) but may change at any time without notice. With ever changing air costs and currency fluctuation, we cannot guarantee prices. We will confirm the price of the holiday at the time of booking. Therefore those who book early will get the best value and will avoid increases.
CURRENCY SURCHARGES. Due to the dramatic fluctuations of currencies, as a result of the "Brexit" vote and the subsequent General Election, we have no choice but to implement terms to protect us from these. If the value of Sterling drops by less than 2%, we will not surcharge you. If, on the other hand, it drops by more than 2%, we will surcharge you the difference above the 2%. The same applies to changes in currency in our favour. Changes of 2% or less will not result in any change to your invoice but where the change is greater, we will adjust you invoice in your favour.
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