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Our Agreement | All you need to know
If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, & it is not covered by our recommended Insurance. 6. Subject always to clause 11.3 above, if you are prevented from taking the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions: " You must sign an amendment/cancellation form authorising us to make the transfer; " The person to whom you transfer your holiday booking must comply with all the terms of the existing booking; " That person must sign a holiday booking form accepting the transfer & the terms of Our Agreement; " That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (& the premium cannot be refunded); " We will also charge amendment fees in accordance with section 11.1 above. This will be added to the new Invoice issued to that person; " You cannot transfer a holiday booking within 14 days of departure; & " You will remain responsible for the payment of any balance on that new Invoice should that person fail to pay it. 12. If you cancel your booking If you want to cancel your booking or part of it, you or your travel agent must advise us in writing at the address given in our A-Z Guide.The letter must be signed by the lead name on the booking & once we receive it you should expect to receive a Cancellation Invoice within 14 days. If you do not then please contact us to ensure your letter has been received.To cover the cost of processing your cancellation & to compensate us for the risk that we may not be able to resell your travel arrangements, we make a cancellation charge on the scale shown below.The person who made the booking is responsible for paying this charge.The size of the charge depends on when we receive your form or letter - the more notice you give, the less we will charge. If you are travelling on a scheduled flight, we cannot give you any refund until we have received your old travel documents, including tickets. Please return them to us or your travel agent immediately. Please note that for certain travel arrangements e.g. coach tours & many scheduled transport providers the cancellation charge may be higher than those shown. In certain cases a 100% cancellation fee applies as soon as the booking is made & the ticket is issued. Please ask for full details of cancellation charges at time of booking. If you have taken out our recommended Insurance policy, you may be able to claim for the cancellation charge.You will find details on the Insurance page. If you have taken out other holiday insurance, please check your policy. inform you as soon as possible and no later than at check-in for your flight (or boarding if it is a connecting flight without check-in). 17. Contacting you If you book via our website or have opted in other circumstances for us to contact you via e-mail, we will communicate with you using the e-mail address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc.We will assume that your e-mail address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our call centre or in writing as required in our terms and conditions.
Your Agreement with Us
7.Your contract By asking us or your travel agent to confirm your booking, you are accepting that the terms of this Agreement constitutes the entire agreement between us with regard to your booking & your accommodation.You also consent to our processing personal information about you & other members of your party.Your contract with us is subject to the laws & jurisdiction of England & Wales.You may however choose the law & jurisdiction of Scotland or Northern Ireland. 8. Paying for your accommodation booking You will be required to pay 100% of your accommodation price before we can confirm your booking. Sometimes, you may be able to complete your booking by paying a deposit only. If this option is available, it will be clearly stated at the point of sale & you will be required to pay to us for each person in your party when you book unless this is within 8 weeks of the date of arrival at the accommodation when the full amount for the booking is payable.The deposit amount will be specified by us or your travel agent when your booking is made. If it is not specified then it will be the amount we ask you to pay when you book, even if this is 100% of the accommodation price. If you pay less than the deposit under a low deposit booking scheme, then this is only part of the deposit referred to in this paragraph. Once confirmed, the booking deposit, additional charges paid & insurance premiums (if taken out with our preferred insurers & collected by us) will not be refunded in the event of cancellation except in the circumstances specified in Sections 3 or 4 or as otherwise required by law. If a deposit is allowed, the deposit payment will be your only commitment until 8 weeks before your date of arrival.Within 2 weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last invoice issued by us, at least 8 weeks before your planned arrival date. If you do not, we reserve the right to treat your booking as cancelled & to charge you a cancellation charge up to 100% of the total on that last invoice. If you pay money for your booking to a travel agent appointed by us, they will hold that money as our agent from the time they receive it until they pay the money to us. If payment for your booking is made by credit card a handling fee will apply. Should you instruct your credit/debit card company to charge back any payment(s) properly due from you in respect of your booking, we will charge you an administrative fee of £10 per incident & associated costs.We further reserve the right to cancel your booking &/or take legal action against you for all outstanding payment(s). 9. If you change or cancel your booking If you wish to change or cancel your booking you must advise us in writing at the address given in clause 10 below. If you want to change any details of your booking, we will do our best to help. If a change you requested is made we will charge an 'amendment fee' for each detail of the booking which we allow you to change without a cancellation. If you make the allowed change more than 56 days before the date of arrival at the accommodation, the fee will be £35 per change per person. If you make the allowed change within 56 days of the date of arrival, the amendment fee will be £50 per change per person. If you want to cancel your accommodation booking or part of it your letter must be signed by the lead name on the booking & once we receive it you should expect to receive a cancellation invoice within 14 days. If you do not then please contact us to ensure your letter has been received.To cover the cost of processing your cancellation & to compensate us for the risk that we may not be able to resell your accommodation, we make a cancellation charge on the scale shown below.The person who made the booking is responsible for paying this charge.The size of the charge depends on when we receive your form or letter - the more notice you give, the less we will charge. Some types of accommodation (such as apartments, or hotel rooms with reductions for 3 adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your booking cost based on the new number of people staying. If fewer people share the accommodation, then the cost for them may go up.This extra cost is not a cancellation charge, & it is not covered by our recommended Insurance.
Simply Accommodation - Booking Conditions Our Agreement with You
We are a trading division of TUI UK Limited, Company Number 02830117, having its Registered Office address at TUI Travel House, Crawley Business Quarter, Fleming Way, Crawley RH10 9QL, & this section entitled 'Our Agreement with You' sets out what you are legally entitled to expect from us when you book accommodation with us. 1.Your accommodation booking Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence.You must be 18 yrs old & possess the legal capacity & authority to book as the lead name & take up the offers advertised by us if they are still available. It is a condition of your booking with us that you & all other members of your party, including infants & children, are adequately insured & any person who is under 18 yrs old must be accompanied by an adult whilst staying at the accommodation.There may be other restrictions & conditions on some offers, but these are explained in the details of those offers.When you or (if you are booking through a travel agent) your travel agent ask for your booking to be confirmed, we will confirm the booking there & then, & set aside your chosen accommodation. Next, we will send you/your travel agent a confirmation invoice. If any detail on the confirmation invoice is not correct you must tell us/your travel agent immediately. If there is an obvious error on the confirmation invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the confirmation invoice or, if your date of arrival in the accommodation is within 7 days, no later than 24hrs before that date. If any of these changes are material & are not acceptable to you, you will be entitled to a full refund. 2.The price you pay All prices we advertise are accurate at the date published, but we reserve the right to change prices from time to time. Prices can go up or down.We will be able to tell you/your travel agent the up-to-date price of your chosen accommodation advertised by us before confirming your booking.We reserve the right to increase the price of your accommodation after you have booked but no later than 30 days before the arrival date stipulated & will forward an Amendment Invoice reflecting any changes made. After a Confirmation Invoice has been sent to you, any increase to your accommodation price will be as the result of changes in our costs of supplying your accommodation resulting from currency fluctuations & government action. An administration charge & any relevant travel agent's commission is included within these amounts. 3. If we cancel your booking We aim to provide your accommodation as booked. But if, for example, you do not pay the balance of the accommodation price on time, we may cancel it.We reserve the right to cancel your booking in any circumstances but if we cancel your booking you can either have a full refund or accept replacement accommodation of equivalent or similar standard & price (if one is available) & we will always refund the difference in price if the replacement accommodation is of a lower standard & price. Other than in the case of non-payment, we will not cancel your booking less than 8 weeks before you go, unless this is the result of an event that is out of our control, such as war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural & nuclear disasters, fire, epidemics, health risks, hurricanes & other actual or potential severe weather conditions, & any other similar events. 4. If we change your booking details We hope that we will not have to make any change to your booking but, because accommodation is reserved many months in advance, we sometimes do need to make changes.We reserve the right to do this at any time.We will let you or your travel agent know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your planned arrival date at the accommodation. 5. Our responsibility for your accommodation booking We will arrange for you to receive the facilities that make up the accommodation that you choose & that we confirm.We are responsible for making sure that each element of the accommodation you book with us is provided to a reasonable standard & as was advertised by us (or as changed & accepted by you).We have taken all reasonable care to make sure that the accommodation you have booked with us is provided by an efficient & reputable supplier who should follow the local & national laws & regulations of the country where the accommodation is situated. However, overseas safety standards are generally lower than in the UK. 6. Personal injury This section covers injury, illness or death while you are staying at the accommodation that we have booked for you.We have no direct control over the way our suppliers maintain & operate their properties but everyone employed or contracted by us or by our suppliers is expected to carry out their duties properly. If they do not carry out their duties properly (or at all) & that fault results in your injury, illness or death, we may make a payment to you.We will not make any payment if your injury, illness or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary & due care.We will not make any payment if your illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would receive under English law in an English court.We will make such payments for injury, illness or death on the basis that you are to accept that: 1 You must tell us & the supplier involved about your injury or illness while you are in the resort (see section 10).You should also write to our Customer Services Department at Thomson, Columbus House,Westwood Way,Westwood Business Park, Coventry CV4 8TT about your claim within 3 months in order to allow us to investigate it properly & co-operate with us so as to enable us to carry out such investigation. Please include a letter about your injury or illness from your doctor if you can. 2 You should transfer to us any rights you have against the supplier or any other person. 3 You should co-operate fully with us if we or our insurers want to enforce those rights. 4 Any payments we make may be limited in accordance with international conventions. We ask you to transfer your rights so we can claim back from suppliers any payments we make to you, plus any other costs. If we get back from the supplier more than we have paid you plus these costs, we will give the extra money to you.
Cancellation charges
These charges are based on how many days before your booked departure we receive your cancellation notice.These charges are a percentage of the total cost of your booking, not including your insurance premium. Period before departure within % of total booking price. which written notice of cancellation is received. More than 56 days Loss of deposit* 55-29 days 50% 28-22 days 70% 21 - 8 days 90% 7 - 0 days 100% * Where the standard deposit is increased to secure specific facilities or an additional payment has been made for transport tickets (see Section 10 and 11.3 above) and these are non-refundable in whole or in part, then the scale of charges shown will be calculated based on a % of the cost of all other arrangements and the non-refundable charges will be added to that cancellation charge to give the total charge. If a low deposit scheme was used for your booking, the full deposit will need to be paid in full upon cancellation (standard deposit £130 per person short haul, £150 per person long haul), if you have not already paid it. 13. If you have a complaint If you have a complaint about your arrangements whilst away, you must immediately notify the supplier of the service in question locally. If they are unable to resolve the problem immediately, & a member of our staff is not available, you should contact us straight away by telephone/fax/email & we will endeavour to assist. If you are still not satisfied on your return home, you must write to our Customer Services at the address given in our A-Z Guide, within 28 days of returning from your holiday to allow your complaint to be investigated properly. Please write your holiday reference number on your letter, and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the supplier, then we may not be able to deal positively with any complaint on your return. 14. Conduct While Travelling We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive or affects other travellers or is threatening or abusive towards our staff or agents in the UK or resort, on the telephone, in writing or in person. If the Captain of your flight or cruise ship or any of our resort staff believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements or restrict your movements on board or disembark you from a ship or aircraft. If you are disruptive & this means you are not allowed to board the flight outbound from the UK, we will treat your booking as cancelled by you from that moment, & you will have to pay full cancellation charges (see section 12). If this occurs overseas then you will become responsible for your own return home & any other members of your group who cannot or will not travel without you. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any costs & expenses incurred as a result of your behaviour e.g. the cost of diverting an aircraft or ship to remove you. Criminal proceedings may also be instigated. 15.Your accommodation Any accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on any Amendment Invoice issued).You are not allowed to share the accommodation or let anyone else stay there.You are responsible for the cost of any damage caused to your accommodation or its contents during your stay, except damage caused by persons not known to you. These charges must be met by you and may have to be paid locally. 16.The conditions of your ticket When you travel by air or by sea, your journey may be subject to certain international conventions such as the Warsaw Convention, Montreal Convention or Athens Convention.You agree that the transport company's own 'Conditions of Carriage' will apply to you on that journey.When arranging this transportation for you, we rely on the terms & conditions contained within these international conventions & those 'Conditions of Carriage'.You acknowledge that all of these terms & conditions form part of your contract with us as well as with the transport company.You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey. Thomsonfly's terms & conditions are available at www.thomsonfly.com & Thomson Cruises & Louis Cruise Lines conditions of carriage are available at www.thomson.co.uk/cruise.We will tell you the identity of your air carrier when you book with us & if it is not known at that time or subsequently changes we will
Cancellation charges
These charges are based on how many days before your booked arrival time we receive your cancellation notice.These charges are a percentage of the total cost of your booked accommodation. Period before departure within % of total booking price which written notice of cancellation is received. More than 56 days Loss of deposit* 55-29 days 50% 28-22 days 70% 21 - 8 days 90% 7 - 0 days 100% *If a low deposit scheme was used for your booking, the full deposit will need to be paid in full upon cancellation (standard deposit £130 per person short haul, £150 per person long haul), if you have not already paid it. 10. If you have a complaint If you have a complaint about your accommodation whilst away, you must immediately notify the supplier of the service in question locally. If they are unable to resolve the problem immediately, & a member of our staff is not available, you should contact us straight away by telephone/fax/e-mail & we will endeavour to assist. If you are still not satisfied, you must write to our Customer Services Department at Thomson, Columbus House,Westwood Way,Westwood Business Park, Coventry CV4 8TT, within 28 days of your leaving the accommodation to allow your complaint to be investigated properly. Please write your booking reference on your letter, & include your daytime & evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the accommodation supplier, then we may not be able to deal positively with any complaint that you make to us in writing. 11.Your Conduct towards staff and other guests We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive or affects other guests or is threatening or abusive towards our staff or agents in the UK or resort, on the telephone, in writing or in person. In any of these circumstances you may be evicted from the accommodation & no refunds will be paid & we may make a claim against you for any costs & expenses incurred as a result of your behaviour. Criminal proceedings may also be instigated. You or your includes the conduct also of any other person in your party. 12.Your accommodation The accommodation must only be used by those named on your Confirmation Invoice (or on any Amendment Invoice issued).You are not allowed to share the accommodation or let anyone else stay there.You are responsible for the cost of any damage caused to your accommodation or its contents during your stay.These charges may have to be paid locally. 13. Contacting you If you book via our website or have opted in other circumstances for us to contact you via e-mail, we will communicate with you using the e-mail address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your e-mail address is correct & that you understand the risks associated with using this form of communication.You may still have to contact us via our call centre or in writing as required in our terms & conditions.
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