Terms & Conditions

Definition of Terms

The following terms will be used throughout this document:

‘Q Holidays’ means Q Holidays Limited.
‘Holiday’ means the Holiday booked by you or any person on your behalf.
‘Travel Agent’ means any Agent through whom your booking with Q Holidays is made.
‘Force Majeure’ means any circumstances which are unusual and/or unforeseeable which are beyond the control of Q Holidays; the consequence of which could not have been avoided even if all due care had been exercised, including (but not limited to) war or threat of war; riot, civil strife; hostilities; political unrest; government action; industrial dispute; natural or other disaster; nuclear incident; terrorist activity; drought; re-scheduling or cancellation of flights or alteration of the airline or aircraft type by an airline and technical problems with transportation that are outside of our control.

Major change includes:-

  1. an alteration to your scheduled time of departure or return of 12 hours or more; and or
  2. a change in UK departure airport (excluding change of London airports); and or
  3. a change of hotel or apartment to a materially lower rating; and or
  4. a significant change of resort area

Holiday Contract
On receipt of a completed booking form, Q Holidays will reserve your holiday.  A binding contract will exist once Q Holidays has issued a confirmation invoice.  It is vitally important that you check this invoice to ensure that all the details are correct.  In the event of any discrepancy, please contact us immediately.

This contract is made on the terms of these booking conditions which are governed by English Law and the Jurisdiction of the English Courts.  Under no circumstances do any of our staff have the authority, expressly or implied, to alter or amend these conditions unless authorised to do so in writing by Sackville Travel.

Travel Documents
All passport, visa, travel insurance and health certificate requirements are your responsibility and Q Holidays accept no responsibility for any delay or expense incurred through any irregularity in your documents.  In the event we are asked to re-issue tickets that have been lost, destroyed or stolen and we agree to do so, any charges incurred will be payable by you.

For more information on the above, please visit the Foreign and Commonwealth Office website on http://www.fco.gov.uk

Further information on health requirements can be obtained from the Department of Health on telephone number 0800 555 777.

Financial Protection
All holidays offered are ATOL protected since we hold an Air Transport Organiser’s Licence (ATOL 3347) issued by the Civil Aviation Authority. 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 advanced booking.

Payment Procedure
Please note that we require a deposit of £150.00 per person (excluding infants) plus any applicable insurance premiums on confirmation of booking. Full payment may be required on the flight portion of the package as tickets may need to be issued immediately. The balance is payable eight (8) weeks prior to departure.  If a booking is made within eight (8) weeks of departure, full payment is required immediately.  All late bookings (within 5 days of departure) will incur a £20 per person fee.  We reserve the right to cancel bookings due to non-payment or late payment, in which case you would forfeit your deposit.

Price Increases
No price increases will apply once full payment has been received.  Surcharges may be applied in the event of a variation in transportation costs, exchange rates, government action or fees for certain services.  In this instance all amounts will be passed on.  If the increase is more than 10%, you will have an option to cancel your booking and obtain a full refund on all monies paid (excluding insurance, visa and vaccination costs) provided the cancellation is made in writing within 7 days of receiving the notice.

Amendments
We will do our utmost to accommodate any changes that you may make after receiving your contract. (Subject to availability)  All changes will attract a £30 administration fee plus any additional costs these changes may incur.  Any amendments made within eight (8) weeks will follow the cancellation fee schedule. (See below)

Important Note: Name changes or departure changes are not always permitted by the carrier.  Where possible we will make the necessary arrangements, although some carriers treat name changes as cancellations and charge accordingly.  If airline tickets have been issued, any changes made to a booking may mean you having to pay for the cancelled ticket and purchasing a new ticket at full cost.

Cancellation by Customer
All cancellations must be received in writing by the person who made the initial booking.  Where a deposit is paid there will be a loss of deposit in the event of your cancellation.

up to 12 weeks before departure
Where bookings are cancelled up to 12 weeks before the UK departure date Qholidays will process all issued tickets through the normal refund procedure (via the airline) to determine the cancellation fees and refund the customer the difference. Due to the varying airline contract and conditions the cancellation fees will vary. All cancelled bookings will result in a loss of the minimum paid deposit per passenger plus any additional airline or hotel cancellation fees. Tickets which are process for refunds will incur an additional administration fee of £45 per passenger.

Cancellation made within a 12 week period of departure are non refundable and will be charged 100% of the total monies paid.

Insurance premiums are not returnable.

Cancellation by Q Holidays
We reserve the right to amend your booking at any time.  Most of these changes are minor and we will advise you at the earliest possible date.

However, we will not cancel your booking within eight (8) of departure, except for reasons of Force Majeure (see Definition of Terms) or failure by you to pay the final balance. 

If we have to make a major change (see Definition of Terms), we will inform you at the earliest possible date.  You will have a choice of accepting a change of arrangement, therefore accepting a holiday of equivalent value or accepting a refund if the holiday is of a lower standard.  If you cancel completely, you will be entitled to a full refund and reasonable compensation.

More than 56 days before departure: No compensation
Between 28 and 55 days before departure: £15 per person
Between 1 and 27 days before departure: £30 per person

Once again, this cancellation must be received in writing within 7 days of receiving the notice.

Complaints Procedure
You should make you complaint known to the local representative at the earliest opportunity.  If they do not resolve the problem to your satisfaction, you will need to contact our offices on your return to the UK. Your complaint should be in writing, to our Customer Services Department, Q Holidays, 201 – 203 Stockwell Road, London, SW9 9SL giving your booking reference and all other relevant information.  Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.

If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

Behaviour
You will not be entitled to a refund if you are prevented from travelling by any person in authority who feels that you are unfit to travel or likely to disturb other passengers.  We also reserve the right to end your holiday if your behaviour causes distress or damage to other passengers, employees or accommodation.

Insurance
We strongly recommend that you take out travel insurance.  Our staff are fully trained to offer you the best policy for your travel needs.  Please note that you will need to pay your insurance premium at the same time as your deposit.

Liability
We take care in providing all holiday arrangements through reputable suppliers.  We will monitor and control the performance of the suppliers and judge their performance against the standards and customs in the country of the service provided.  Q Holidays will pay compensation if they fail to provide the services as part of the package sold to you.  We will accept liability for claims for personal injury arising as a result of our staff and suppliers being negligent will in the course of their employment or contract.
We cannot accept liability in the following instances:

  1. If you or any member of your party is at fault.
  2. If the fault was due to a third party not associated with the booking.
  3. Any unusual or unexpected circumstances beyond our control that we could not have avoided.

Condition of Carriage
Q Holidays accept responsibility for the proper provision of elements of your Q Holiday.  However, Q Holidays is recognised as an organiser for travel and holidays only and, as such, does not control or operate any airline, shipping company or rail company.  When you travel by air, sea or rail, your journey may be subject to certain international Conventions such as the Warsaw Convention and Montreal Convention (in respect of international carriage by air), the Athens Convention (in respect of international carriage by sea) or COTIF (The Convention concerning International Carriage by Rail), as such conventions are amended or re-enacted from time to time.  You agree that the operating carrier or 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 and conditions contained within these international conventions and those ‘Conditions of Carriage’.  You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us as well as the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.

Methods of Payment
Personal/Company cheques – Payment may be made by Cheque.  Cheques should be made out to Q Holidays.  Please note that we need to allow 10 working days for the cheque to clear.  Should the cheque be returned for any reason, we will levy a £15 charge

Cash – We do accept cash, however we advise customers not to post cash to us.

Debit Cards – Switch or Visa Delta debit cards are welcomed. Please note that we cannot complete a payment transaction without a signed authorisation from the lead passenger/debit card holder.  We cannot accept debit card payments from a third party. Please note that a surcharge of 1% (of the amount being paid) is incurred on the use of on all Debit cards

Credit Cards – Please note that we cannot complete a payment transaction without a signed authorisation from the lead passenger/credit card holder.  We cannot accept credit card payments from a third party.  Please note that the following surcharges are incurred, 2.5% on MasterCard and Visa, 3.5% on American Express.  We do not accept Diners Club cards.

This invoice serves as a binding contract between the named customer/s and Q holidays. All bookings made by Qholidays or Sackville Travel on behalf of the customer will form a contract which is bound by the terms and conditions as stated.

 

Q Holidays is a trading name of Sackville Travel Services Ltd
Head Office
201 Stockwell Road
London
SW9 9SL

 

Registered Office:
Sackville Travel Services Ltd, 207 Stockwell Road, London, SW9 9SL

Registration Number: 1268231                                                            VAT No. 237573935

Data Protection Policy

To ensure that your holiday runs smoothly, we (and your Travel Agent, if you use one) need to use information such as your name and address, special needs, dietary requirements, etc. We will apply appropriate security measures to protect this data. However, we must pass it to suppliers of your travel arrangements, including airlines, hotels and transport companies. We may also supply it to security or credit checking companies, and to public authorities such as  customs and immigration. If your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strict as in the UK .  We will only pass data, including sensitive information regarding disabilities or dietary and religious requirements, to people responsible for your travel arrangements. If we cannot pass this information to the relevant suppliers, in the EEA or elsewhere, we cannot provide your booking. When you make this booking, you consent to this information being passed to all relevant persons. Information held by your Travel Agent is subject to that company=s own data protection policy. We can supply a copy of your information held by us; there is a small charge for providing this.

 We may use this information to contact you with details of our other products and services.

Website Cookie Policy

This policy helps to explain the occasions when and why cookies may be sent to visitors to the web sites of Q Holidays (referred to in this policy as "we", "us" or "our"). "Cookies" are text-only pieces of information that a web site transfers to an individual's hard drive or other web site-browsing equipment for record-keeping purposes. Cookies allow the web site to remember important information that will make your use of the site more convenient. A cookie will typically contain the name of the domain from which the cookie has come, the "lifetime" of the cookie, and a randomly generated unique number or other value. Like most web sites, we use cookies for a variety of purposes in order to improve your on line experience. Two types of cookies are used on this website:

Session Cookies which are temporary cookies that remain in the cookie file of your browser until you leave the site,

Persistent Cookies which remain in the cookie file of your browser for much longer (though how long will depend on the lifetime of the specific cookie).

When we use session cookies to track the total number of visitors to our site, this is done on an anonymous aggregate basis (as cookies do not in themselves carry any personal data). On infrequent occasions, we may also employ cookies so that we remember your computer when it is used to return to the site and to administer certain other activities (such as special promotions) and to help customize your Q Holiday's web experience. We may associate personal information with a cookie file in those instances. Use the options in your web browser if you do not wish to receive a cookie or if you wish to set your browser to notify you when you receive a cookie. You can easily delete any cookies that have been installed in the cookie folder of your browser. For example, if you are using Microsoft Windows Explorer:

If you are not using Microsoft Windows Explorer, then you should select "cookies" in the "Help" function for information on where to find your cookie folder

If you disable all cookies, you may not be able to take advantage of all the features of this web site.

Changes To Our Cookie Policy: From time to time, it may be necessary for us to change this cookies policy. This might be for a number of reasons; for example, it is not currently our policy to enable purchases of merchandise on-line via any of our web-sites, but if this policy were to change we would wish to use cookies to keep track of your on-line purchase, to keep your purchases secure and to assist you with making them. So, we suggest that you check here periodically for any changes.

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