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GB TOURS Fair trading agreement

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Agreement
This fair trading agreement and important holiday information is applicable to any GB TOURS holiday or day trip. It sets out clearly and simply the responsibilities both parties have when a booking or 'contract' is made between us.

1 You pay your deposit
When you make your booking you must pay the required deposit plus insurance premium (unless you are making your own insurance arrangements) and accept the terms and conditions of the contract on behalf of all members of your party. Your booking will be confirmed in writing and the date by which the balance must be paid is indicated. If you make your booking within 6 weeks of departure you must pay the full holiday cost. Note: Day trips require full payment at time of booking.

2 You pay the balance
You must pay the balance for all members of your party by the due date. If the balance is not paid by the due date we reserve the right to cancel your holiday and retain your deposit.

3 If you want to change your holiday
You may transfer your booking to another GB TOURS holiday if there are more than 23 days remaining before departure (of your original holiday), providing the cost of the replacement holiday is of equal or greater amount. No transfers are permitted within 23 days of departure and no booking can be transferred more than once.

4 If you cancel your holiday
You or any member of your party may cancel your booking at any time, however a cancellation will only be deemed valid when received in writing at our Birkenhead office. If you cancel you will lose your deposit and if you cancel within 23 days of departure - you will lose the full cost of your holiday. Day trips that are cancelled before 23 days will incur an admin charge and the remainder will be refunded. If you cancel a day trip within 23 days of departure you will lose the full cost of the trip. Note: You may be able to reclaim monies lost if the reason for cancellation is covered by your holiday insurance.

5 If we cancel your holiday
We reserve the right to cancel any holiday due to circumstances beyond our reasonable control including having to cancel because not enough people have booked on a particular holiday. Cancellations due to low bookings are relatively rare, and we will endeavour to inform you no later than 10 days prior to departure and offer alternative dates or holidays subject to availability. Our liability shall be no more than the full amount you have paid to date including any insurance premiums paid.

6 Conditions of carriage
(a) You are responsible for ensuring you are at the correct departure point at the correct time for the outward and return journey. This also applies to all comfort stops and excursions during the holiday and we cannot be held responsible for any loss or expense suffered if you are not.
(b) We reserve the unconditional right to terminate a client’s holiday in the event of unreasonable conduct which causes, or in our opinion is likely to cause damage, distress, danger, or annoyance to other clients. In the event our responsibility to you ceases and we will accept no responsibility for loss or additional expenses you may incur.
(c) We cannot accept liability for delays, disruption or cancellations of holidays due to traffic conditions, weather conditions, strikes or any other reasons outside our reasonable control. Note: In the event you may be able to reclaim monies lost and expenses incurred subject to the conditions of your holiday insurance.
(d) We do not accept responsibility for the loss or damage to clients possessions left unattended on the coach intentionally or otherwise.
(e) Baggage allowance is one medium sized suitcase that weighs no more than 18kgs. We reserve the right to not carry any items that are deemed to be too large or heavy for the driver to load and/or fit into the luggage hold.
(f) It is a condition of travel that you must inform us at the time of booking if you require additional items to be carried along with your luggage such as wheelchairs or walking frames. A space must be reserved for those items and will be confirmed on our correspondence to you. If you arrive at pickup with additional items that are not listed on our records, we cannot guarantee we will be able to carry them.
(g) All luggage items must have a GBTOURS luggage label securely attached to them.
(h) Mobility scooters are limited to one per coach on a first come first served basis due to the weight involved and space required in the luggage hold to carry them. They MUST be pre-booked and we reserve the right not to carry scooters that have not been pre-booked.

7 Hotel Special requests
We promise to forward clients requests to the appropriate hotel. However, requests which do not warrant a supplement cannot be guaranteed, and bookings cannot be conditional on the provision of such requests.

8 Complaints procedure
Your driver should be able to help with any minor problems or queries during your holiday. In the event of a more serious problem, for example involving accommodation the matter MUST be reported to hotel management and their response noted. If you wish to make an official complaint to GBTOURS on your return you must do so in writing or by email (feedback@gbtours.com) for the attention of the Customer Service Manager no later than 10 days after your return. We endeavour to deal with any complaints as quickly and fairly as possible, but please note that failure to establish your complaint immediately with the hotel may affect the outcome.

Important holiday information

1 Coach seat allocation
Every passenger is allocated reserved seats, and the seat numbers will be shown on your confirmation of booking. We regret we cannot guarantee requests for particular seats and bookings cannot be conditional of such requests. Occasionally, we use coaches with different seating plan to the example shown on your Confirmation and the seat position may alter. In the event of a vehicle change that effects seat numbers, we endeavour to notify passengers beforehand where possible.

2 Non-smoking and non-alcohol coaches
Smoking and the consumption of alcohol is not allowed on coaches operating GBTOURS holidays and day trips.

3 Itineraries and excursions included
We reserve the right to vary the advertised itinerary & excursions due to circumstances outside our control whilst endeavouring to provide suitable alternatives wherever possible.

4 Hotel amenities and facilities
Amenities as described will usually be available, but please note that some amenities (lifts, swimming pools etc) require service and repair and may not always be available. Entertainment is frequently subject to demand and/or change based on sufficient guests staying at the hotel at the time. Some hotels charge for extra supplies of tea/coffee in bedrooms.

5 Disabled persons
Please tell us before you book if you have limited mobility or other handicaps which may effect your enjoyment of the holiday. We will be happy to provide you with as much information as possible regarding the suitability of the accommodation and itinerary, so you can make a more informed judgement before you book.

6 Passport and Visa requirements
U.K. Citizens travelling abroad must have a valid passport. U.K. citizens do not require a passport for the Republic of Ireland. Non U.K. citizens may also require a visa and should check with their appropriate embassies.

7 Ferry Crossings
We book the times which suit our trips best in good faith. However, if ferry times change it is out of hands. Ferry times must be viewed with a degree of flexibility. Of course in the event that times do change, we will endeavour to let you know as soon as possible.

8 Financial security
As a member of the Association of Bonded Travel Organisers Trust Limited (ABTOT), GB TOURS has provided a Bond to meet the requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992. In the event of GB TOURS’ insolvency, protection is provided for non-flight packages commencing in and returning to the UK and other non-flight packages excluding pre arranged travel to and from your destination. Please note that packages booked outside the UK are only protected when purchased directly with GB TOURS. In the above circumstances, if you have not yet travelled you may claim a refund, or if you have already travelled, you may claim repatriation to the starting point of your non-flight package. Please note that accommodation only (self drive) bookings and day trips are not covered via the Bond.

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GB Tours is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.

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