Our Terms and Conditions
The following terms and conditions apply to all holidays booked with Real World Holidays Ltd.
These conditions form the client’s contract with Real World Holidays Ltd (herein referred to as “the company”. Upon receipt of your deposit we will accept your booking and send you a receipt. You should check this carefully and advise us of any discrepancies within 7 days.
Only from the date of this confirmation will a contract, based on these booking conditions, exist between the client (herein referred to as “you” or the “client”), all named people on the booking form, and the Company.
Your payment of the deposit confirms you have read, understood and accepted these conditions. The contract is subject to English law and the jurisdiction of the English courts.
2. Payment For Your Holiday
A non refundable deposit of 20% of the overall cost of the holiday is required when a booking is made. This is your only commitment until 8 weeks prior to departure, the full balance must then reach us not less than 8 weeks prior to the departure (the “due date”). For bookings made within 8 weeks of departure the full amount must be paid at the time of booking. In either case, if your balance payment is more than a week late then we may impose a £50 late payment charge. We reserve the right to cancel your booking and /or claim any unpaid balance, including cancellation fees as detailed below, if the balance is not paid in full by the due date.
3. 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.
In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk.
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). The price of our air holiday packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.
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.
4. Passports, Visa & Health Requirements
We will provide guidance at any time but it is your responsibility to ensure that the correct documentation and health protection is obtained in sufficient time for departure. If you fail to obtain the relevant documentation and vaccinations before you travel you will be solely responsible for any costs, loss or damage which you or the relevant Organiser incurs as a result of that failure. The Company shall not be liable for any such costs, loss or damage.
5. Travel Insurance
It is a condition of the contract that you will, at the time of booking, take out travel insurance appropriate for your holiday. This must include the costs of medical treatment and repatriation in the event of serious accident or illness.
6. Late Bookings
It is in the client’s best interests to book as early as possible; holidays can be booked up to the week of departure, but in these circumstances clients must insure they can comply with all health, passport and visa requirements. For bookings made less than 8 weeks before departure full payment must be made immediately before travel arrangements can be processed. A £25 per person administration charge may be added to all bookings made within 15 days of travel. It is essential that you give telephone contact numbers in case there is any late information.
7. Deposit & Late Bookings
We require your deposit payment to begin processing your booking. The balance payment is usually required 8 weeks before travel. When the booking takes place within this 8 weeks, we will usually ask for the balance payment on your receipt of full confirmation of all your reservations.
8. If You Cancel Your Holiday
If you, or any other person included on the booking form, wishes to cancel their booking, the cancellation will only be effective from the date that we receive written notification by recorded or registered mail. Irrespective of the reason for cancellation, charges will be levied as follows:
- 60 days or more: 60 days or more Deposit only
- 21-59 days before departure: 70% of the total tour price
- 0-20 days before departure: 100% of the total tour price
9. Changes To Your Booking - Made By You
If you want to change any details of your booking (e.g. change departure date, add or change excursions) we will do our best to help. If the requested change is possible we will charge an amendment fee of £50 per person. A new confirmation invoice will be issued as appropriate.
If any member of the party is prevented from travelling as a result of death, injury or sickness, redundancy or jury service you may transfer the booking to another suitable person providing that the alternative person is accepted by the Company. An administration of £50 will be levied plus any non refundable costs arising from the contract terms of our suppliers.
10. Holiday Cancellations - If We Cancel Your Holiday
We reserve the right to cancel your trip for any reason. Cancellations will not normally be made unless a situation arises which is beyond our control e.g. adverse weather conditions, a natural disaster, civil and/or political unrest and/or war (actual or threatened), terrorism, industrial action, technical problems with transport, changes made by the transport provider to the scheduled service. If we cancel your holiday we will refund all monies you have paid to us but we will not be liable to compensate you for any inconvenience or incidental expenses incurred by you.
11. Changes To Your Booking - Made By Us Prior To Departure
Our holidays are planned many months before departure and they may include the services of other independent suppliers e.g. accommodation providers, airlines, vehicle hire companies, parks boards etc. Because we have no direct control over such suppliers, we reserve the right to make changes to the holiday. Changes to your holiday will normally be minor and you must accept these. We define a major change as one where we judge there to be changes to the itinerary affecting more than 20% of the tour.
Effort will be made to advise you of a major change prior to your departure at which time you will be offered the opportunity to accept the changes made, or book a different available holiday and pay any appropriate price difference if applicable, or cancel the tour with full refund.
Whichever offer you choose, you will also receive compensation of £25 per person if the major change is made within 28 days of departure. However, no such compensation will be paid if the change was due to reasons beyond our control e.g. adverse weather conditions, natural disaster, civil and/or political unrest and /or war (actual or threatened), terrorism, industrial action, technical problems with transport, changes made by the transport provider to the scheduled service.
12. Changes To Your Booking - Made By Us After Departure
We reserve the absolute right to make changes to the itinerary of any holiday e.g. to enable us to take advantage of any opportunities that may arise, or changes that may be required due to the cancellation of transport services, mechanical breakdown, changing political situations, weather conditions, natural disasters, sickness etc. Such decisions will be made at the absolute discretion of the Company. However, effort will be made to include all features of the holiday originally proposed or what we consider to be similar alternatives. The cost of any services not used will not be refunded. Your payment of the deposit indicates that you accept the need to adapt itineraries when deemed necessary.
13. If You Have A Complaint
We sincerely hope that your holiday is a successful one. However if you have a complaint, you must express it to our local representative who will try to right the situation as soon as possible. If the problem is not solved to your satisfaction you should write to the company UK head office within 30 days of the services provided by The Company coming to an end.
Our liability to you and/or your property in respect of provision of hotel accommodation, air, sea, or rail transport will be limited in accordance with international convention.
The Company cannot be held liable for any other mishaps happening to you or your property especially those resulting from weather conditions, natural disasters, industrial action, actual or threatened political and civil strife and/or war, terrorism, intervention by any Government, robbery, fire, ill-health, quarantine, operational decisions by transport providers e.g. airlines or airports, actions of wildlife, or any other such incidents beyond our control.
Any independent arrangements that a client makes, which are not part of the tour, e.g. extra excursions or activities, alternative accommodation or transport, are made entirely at his/her own risk.
15. Holiday Participation
We reserve the right to decline or accept any person as a client at any time and we shall be under no liability for any expenses incurred by such a person as a result of our doing so. In our absolute discretion we reserve the right to terminate without notice the arrangements of any client whose behaviour is such that it is likely in our opinion to cause distress, damage, danger or annoyance to customers, employees, agents or any third party or property. If you are prevented from travelling because in the opinion of the Company or our representative you appear to be unfit to travel or cause distress or discomfort to other people then our responsibility for your holiday ceases and cancellation charges will apply.
The accommodation provided is only for the use of clients shown on the invoice as confirmed by us; subletting, sharing or assignment is prohibited. The Company has no control over the behaviour of other people staying in or visiting your accommodation.
We reserve the right to impose surcharges if they result from Government action, a drop in the sterling exchange rate, or an increase in air fares or other transport costs. The company will absorb an amount equivalent to 2% of the tour price excluding travel insurance before passing any surcharge on to the client. Should surcharges exceed 10% of the tour cost the client can decide to cancel the holiday and receive a full refund excluding any insurance premiums. This option must be exercised within 14 days of the notification of the surcharge but the Company will not be liable for any incidental expenses e.g. vaccinations incurred by the client in preparing for their tour.