Booking Terms & Conditions
Please read these terms and conditions very carefully. They apply to all the holidays and flights described in this brochure and they deal with your rights and obligations to us, and ours to you. We are committed to a policy of fair trading and make every effort to ensure you will have an enjoyable holiday with us.
Your financial security
All monies paid by you for flights or package holiday shown are ATOL protected by the Civil Aviation Authority. When you buy an ATOL protected air holiday package or flight from us, you will receive a Confirmation Invoice from us (or via our authorized agent through which you booked) confirming your arrangements and your protection under our ATOL 4772. 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. For further information visit the ATOL website at www.atol.org.uk. If you buy accommodation only from us then this protection doesn’t apply
We are a member of ABTA membership number W1502. We live up to ABTA’s criteria for membership, including the code of conduct, and we can offer you an arbitration scheme in the unlikely event of a dispute between us (see further “if you have a reason for complaint below”).
Your holiday contract
When you book a holiday or other travel arrangements our contract with you takes effect when we send you a written confirmation of your booking. Once the contract is made we are responsible to you to provide the holiday you have booked and you are responsible to pay us for it, in each case subject to the terms and conditions laid down on this page. In parties of two or more people, the person who makes the booking, by signing our booking form or otherwise contracts with us, accepts responsibility for making all payments to us for all members of the party. We will send all documents and other information to that person who will be in turn responsible for ensuring that other members of the party are kept fully informed. Your contract is with Tulip Holidays Limited, trading as Tulip Holidays, a registered company, number 3053978, registered address 99 Roehampton Vale, London, SW15 3PG.
Booking and payment
Once you have selected your holiday your booking should be made directly with us or your travel agent. In either case a deposit of £100.00 per person for all bookings or full payment if less than eight weeks before your scheduled departure together with any applicable insurance premiums must be sent to us with your signed booking form. On receipt of the booking form together with the appropriate payment, we shall confirm the booking by sending a confirmation invoice. We reserve the right to decline any booking. All credit card payments are subject to a 2% surcharge.
You pay the balance
The balance due to us in respect of any booking as shown on a confirmation invoice must be paid at least eight weeks prior to departure date. If the payment is not received in full by us by this date we reserve the right to treat your booking as cancelled by you and to retain your deposit and apply the cancellation charges as set out later on this page.
Our confirmation invoice is our final invoice, which must be paid at least eight weeks prior to the scheduled departure date. Should there be any unforeseen change to your holiday arrangements these will be advised in the form of a revised invoice sent to you.
It is a condition of booking with us that all members of the party take out our special travel insurance. If you do not wish to take out our insurance we require that you give us details of an alternative insurance cover which is either of the same or a better standard of cover than the one we offer. If you do not provide us with the details of any alternate cover at least eight weeks before departure we reserve the right to cancel your booking and refund all moneys paid to us in respect of the holiday arrangements. Unless you specifically refuse it when you make the booking you will be automatically covered by our insurance and the cost of the premium added to your invoice. As cancellation cover applies immediately no refund of premiums can be made once invoiced.
Changes made by you
If you find it necessary to change your booking to another holiday in this brochure or if you wish to amend your booking after we have issued a confirmation invoice, we will make a charge of 25.00 per person for each change made. Any alterations to your travel arrangements notified by you less than eight weeks before departure date will be treated as a cancellation of your original booking. The new arrangements including name changes will be regarded as an entirely new booking. In the event of a name change both the person who transfers the booking and the person who actually takes the holiday will be responsible for the amendment charges and any additional costs incurred over and above this sum and as a result of the changes and any outstanding balance due in respect of the booking prior to this. All requests for alterations must be made or confirmed in writing. Where you or any member of your party is prevented from travelling e.g. due to the death of a close relative, jury service, illness, or the requirements of an employer that person may transfer their booking to someone else provided that person satisfies all the conditions required to be satisfied by the person who is to be replaced and we are notified not less than 42 days prior to the scheduled departure date. In this situation the amendment fee of £25.00 will again be payable together with any supplements (if applicable) and any additional costs incurred over and above this sum as a result of the transfer. It is important that you check to make sure that the names, initials and titles on the confirmation invoice match those in the corresponding passports otherwise the passengers concerned may not be permitted to travel and any applicable insurance will not be effective. In each of the above a revised invoice will be sent showing the new details and as appropriate the amendment charges and any additional charges. Please note that changes to the original date of departure and/or the addition of an extra passenger must be confirmed in writing by the person who signed the booking form. Some types of accommodation are priced according to the number of people staying there. If you’re booking changes because someone in your party cancels, we will recalculate your holiday cost based on the new number of people travelling. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and is not covered by your travel insurance.
Cancellations made by you
If you wish to cancel a confirmed booking this must be done in writing by the person who signed the booking form, and in whose name the booking is invoiced. These instructions should be given to our administration department. We recommend that letters of cancellation are sent by recorded delivery post. Cancellation takes effect from the date we receive such a letter, or fax. Cancellation charges will be calculated as set out in the table below, and we will notify you by way of an invoice within two weeks of receipt of your cancellation. Period before departure date within which Amount of cancellation charges expressed as a percentage a cancellation notice is recorded of the total holiday cost (excluding insurance premiums)
More than 42 days Deposit only
29-42 days 50%
22-28 days 60%
1-21 days 100%
Please note that if you have to cancel for reasons covered by your travel insurance policy, you will be able to reclaim your cancellation charges. Cancellation charges exclude the insurance premium which is not refundable.
If you have reason for complaint
Any complaints arising from your holiday that are in our direct sphere of control must be notified to your resort representative who will do whatever he/she can to help there and then, and also to the accommodation owner or supplier of the service in question so that remedial action can be taken without delay. If the matter cannot be resolved whilst in resort you must obtain a report form from your representative. Most complaints are of a minor nature and we or the resort representative will endeavour to put things right. It is essential that you give us the opportunity to help you by letting our representative know quickly if you have any complaint. If you feel that a complaint has not been dealt with to your satisfaction please write to the Customer Relations Manager, Tulip Holidays, 9 Grand Parade, Green Lanes, London N4 1JX within 28 days of your return date quoting your booking reference, date of departure, and most importantly enclose your copy of the report form. Failure to comply with these with these simple procedures means that we don’t have an opportunity to rectify your complaint and this will affect the remedy if any, available to you. Amicable settlement can usually be reached but in the unlikely event of the matter not being resolved, the dispute may if you wish be referred to arbitration under a specific scheme devised by arrangement with the Association Arbitrators. The scheme (Details of which will be supplied on request by ABTA 30 Park Street, London SE1 9EQ, “www.abta.com”) provides for a simple and inexpensive method of arbitration on documents alone with restricted liabilities on the customer in respect of costs. The scheme does not apply to claims for an amount greater than 1.500.00 pounds per person or 7.500.00 pounds per booking or to claims which are solely or mainly in respect of physical injury or illness or the consequence of such injury or illness. Application for arbitration must be made within 9 months of the date of return from holiday but may in special circumstances still be offered outside this period.
If we change your holiday
We have used all reasonable endeavours to ensure that this brochure is accurate. Brochure descriptions are based on the information obtained during visits made by Tulip Holiday staff or our local agents. These arrangements are usually made many months in advance, and the descriptions are of the services and amenities normally available. As soon as we learn of the withdrawal or non- availability of any major amenity mentioned in this brochure we will advise you wherever possible of the change prior to your planned departure. From time to time local governments may impose energy saving measures, and these may affect such facilities as heated swimming pools, air-conditioning or central heating. Building work may be in progress on or adjacent to your hotel. This is beyond our control but we will
endeavour to notify you in advance of such instances. Should we find it necessary to make a major change to your holiday arrangements we will advise you as soon as is reasonably possible. A major change is one that involves a change in departure airports (Except Heathrow, Gatwick, Luton or Stansted) the resort area, or the time of departure or return by more than twelve hours or offering you accommodation of a lower standard to that booked. You will then have the following options:– Accepting the change; Booking an alternative holiday with us (And paying or receiving a refund in respect of any price difference as appropriate); or Cancelling your holiday and receiving a full refund of all moneys paid by you. In the case of a major change we will pay you reasonable compensation as set out in the table below
except where the change is the result of unusual and unforeseeable circumstances beyond our control, the consequence of which could not have been avoided even with all due care and on our part.
Period before departure within which Compensation per person major change is notified to you. (Excluding Infants)
More than 42 days Nil
29-42 days 10.00
22-28 days 15.00
1-21 days 20.00
No compensation is payable in the case of minor changes or as set out in important Notes below. We will not be liable to pay compensation for flight delays as these are covered by insurance nor will we be liable to pay compensation if it is to do with changes made to your holiday for health or safety reasons.
Compensation payments do not apply to changes caused by reason of force-majeure namely threat of war, riots, civil strife, terrorist activity, industrial disputes or the threat of such disputes, natural or nuclear disasters, fire, unavoidable technical problems to transport, adverse weather conditions, health risks or epidemics, closure of or congestion at ports, airports, governmental action, acts of GOD, or other events beyond our control. In these circumstances we cannot be responsible and should not be liable to pay compensation where we are forced to cancel, delay or curtail or change your holiday in any way or where the performance or prompt performance of the contract by us is prevented or affected.
If we cancel your holiday
We reserve the right in our absolute discretion, to cancel your holiday. In this event we will return to you all monies you have paid to us or will offer you an alternative holiday to purchase of a comparable standard (Unless the reason for cancellation is for your default of payment, or misconduct) In no case will your
holiday be cancelled within eight weeks of departure except where you default in payment or we are forced to cancel due to do so as a result of force majeure. If the alternative holiday offered is not acceptable to you we will refund all monies paid to us including insurance where applicable. In this event we will be under no further liability to you or any member of your party. We reserve the right at any time to terminate your holiday arrangements if any client or third party causes discomfort, disturbance, danger or annoyance to any
other client or third party. We reserve the same right if any client seems unfit to travel due to the misuse of drugs or intoxicating liquor, or causes damage to property other than their own. Also if any client sub-lets, shares or changes his accommodation with anyone other than those shown on the booking form. In such cases our responsibility for the holiday including any return flight will cease. Full cancellation charges will then apply and no refund will be given. Furthermore we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of terminating your holiday in accordance with this provision.
Our responsibility for your holiday
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which
could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three (3) times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to
(a) The contractual terms of the companies that provides the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. Excursions or trips that you might choose to purchase in resort are not part of your package holiday with us. Our acceptance of liability above does not extend to any excursion or trip.
It is your responsibility to ensure that you and all those for whom you are booking are in
possession of valid passports and any appropriate visas. Be sure to check passport and visa requirements with your local travel agent well in advance particularly if you are a non-British passport holder.
You are responsible for any charges, fines etc. that may be levied by authorities in the UK or overseas for non-compliance of regulations in this area and any such amounts will be recharged to you. Similarly, it is your responsibility to check with your doctor as to what vaccinations, or inoculations are advisable for your destination. Airline regulations state that women 28 weeks or more into pregnancy at the time of return travel must have a medical certificate of fitness to travel. Normally, permission to travel is refused after 32 weeks. Your booking is accepted upon the clear understanding that we cannot be liable if any airline refuses to accept you or any member of your party as a passenger on these grounds.
Personal injury (unconnected with arrangements made with us)
We shall offer prompt general assistance to any client who through mishap suffers difficulty, illness, personal injury or death during their holiday with us and arising out of an activity which neither forms part of the holiday we have confirmed, nor an excursion booked through us. In addition to the above, we may subject to our reasonable discretion, and provided that it is requested within 90 days of the occurrence of the mishap, either as part of the general assistance referred to above, or to meet the initial legal costs associated with any legal action undertaken by you (provided you have obtained our prior consent to that legal action) provide you with financial assistance. This is limited to £5,000.00 per booking, and may be provided as a
loan if you have the appropriate insurance cover already, or if there is a claim for costs against a third party. The only limitations on our acceptance of liability set out above are except in cases of personal; injury, our liability will not be more than twice the price of the holiday of the person making the claim against us.
Jurisdiction and liability
Your contract with us, made on the terms contained in the brochure, is subject to English Law and jurisdiction. Transportation on an aircraft, coach, train or ship is subject to the conditions of carriage of that company, some of which limit or exclude liability. These conditions are often the subject of International agreements between countries and copies of the conditions which apply to your holiday journey may be available for inspection at the office of the carrier concerned. Tulip Holidays does not enter into an agreement for carriage by air but only undertakes to reserve on your behalf, accommodation on board an aircraft operated by one or other of the airlines mentioned in this brochure, or such other airlines as may be substituted.