Booking Terms & Conditions

Introduction

We, Angelfish Limited, have arranged all the holidays available on our website. The following terms and conditions show our commitments to you as part of your booking. These terms and conditions, with all the other information, forms the basis of the contract between you and us. Your contract will be governed by English Law and any disputes will be dealt with in the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland can deal with any disputes. We have tried hard to minimise our terms of business as we are confident that our clients will honour their contract with us and in return we shall endeavour to ensure that all our obligations are fulfilled to the best of our ability. We request that you read and accept our terms of business in writing or by email before any firm booking can be made. On your acceptance of our booking terms & conditions a contract will then exist between you and us.

Your contract will be with Angelfish Limited which is a member of the Association of British Travel Agents (ABTA W6703). The Air Holidays we offer are ATOL protected, since we hold an Air Travel Organiser's License granted by the Civil Aviation Authority. Our ATOL number is ATOL 6062. In the unlikely event of our insolvency, the CAA will ensure you are not stranded abroad. For further information visit the ATOL website at www.atol.org.uk.

Booking Your Holiday

Before you book your holiday with our reservations team, please make sure that the holiday you have chosen matches your specific requirements. Once your accommodation and/or flights have been reserved the following monies will be due:

1. A deposit amounting to the higher of £200 per person or 10%* of the total cost of the booking (this deposit is non-refundable)
2. or the total cost of the holiday if it is 10 weeks or less before your departure

It may also be necessary to take payment for flights that require ticketing. We will inform you of this prior to booking, or before they become due if this is prior to 10 weeks before departure.

The relevant monies due will then be debited to your debit or credit card. Provided that there is sufficient time before travel, we will also accept bank transfers. If it is your first booking with us and you are paying by card we will request proof of identity before taking your payment. Charges applicable to various payment methods are as follows:

1. UK Personal Debit & Credit Cards, UK GBP Transfers, UK Cheques, Cash Payments: no charge
2. International and/or Currency Transfers: all charges payable by sender
3. UK Business/Commercial Debit or Credit Cards: +1%
4. Any non-UK Card: +1.5%

A confirmation invoice will follow within 7 working days. Please check the details on your confirmation invoice carefully. Pay particular attention to the date of any final payments that may be due as we may cancel your booking if you do not make your final payment on time.

Travel Insurance

It is a requirement of booking your holiday that you hold appropriate travel insurance including cover for travel disruption and full cancellation. Please read your insurance policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable for your particular travel needs.

Cancellations By You

Should you wish to cancel your booking once it has been accepted by us or amended within 10 weeks of departure, we must have written instructions to this effect. Dependent on your departure date, the following cancellation charges are payable:

• More than 10 weeks: Total cost of any ticketed flights plus deposit
• 10 weeks - 8 weeks: Total cost of any ticketed flights plus 50% of all other elements relating to the booking (or the deposit amount whichever is the greater)
• 8 weeks - 6 weeks: Total cost of any ticketed flights plus 75% of all other elements relating to the booking (or the deposit amount whichever is the greater)
• 6 weeks or less: 100% of total cost of booking

Balances are due 10 weeks prior to departure. If this balance is not received by the due date, cancellation may be assumed by Angelfish Ltd with consequent loss of deposit and /or cancellation charges as shown above.

Cancellations By Us

We aim to provide the travel arrangements you have booked without any changes, however it is possible that cancellations may be necessary due to changes made beyond our control by airlines, hotels or other suppliers. In the unlikely event that your travel arrangements must be cancelled we will advise you as soon as is reasonably possible and you will be offered an alternative or a full refund.

If we have to cancel your holiday as a result of any other circumstances, we may offer you additional compensation where deemed appropriate. Please note compensation will not be payable when the cancellation is due to events beyond our control such as war, threat of war, riots or disturbances, terrorist activities, industrial disputes, fire or natural disasters, health risks, problems with transport, severe weather conditions or any other similar events.

We reserve the right to cancel your holiday in the event of non-payment.

Alteration By Us

Although it is unlikely we may unfortunately have to make changes to your travel arrangements and we must reserve the right to do so. If a major change is necessary such as an alteration to your flights, a change of resort or a reduction in the standard of your accommodation, you will be informed at the earliest opportunity and offered the following choices:

1. Accepting the change
2. Accepting an alternative
3. Receiving a full refund of all monies paid

If the alteration results in a reduction in the total cost of your travel arrangements, we will make an appropriate refund. We will offer appropriate compensation for the change imposed providing that it does not arise from circumstances beyond our control.

Changes In Price

We reserve the right to pass on any increases where applicable in respect of the following up to ten weeks before departure:

1. air fares or other transport costs such as fuel surcharges
2. taxes or duties payable, including new taxes introduced by any government

These increases will be payable by you. If you want to cancel you must tell us within 14 days of being advised of the increase. Please note that deposits paid are non-refundable. We will not change the cost of your holiday within ten weeks of departure.

If You Change Your Booking

If after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes, but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of one hundred pounds sterling and any further cost we incur in making this alteration. You should be aware that changes made closer to the departure date incur increased costs. Therefore you should notify us as soon as possible.

Certain travel arrangements may not be changeable after a reservation has been made and any alternation request could incur a cancellation charge of up to 100% of that part of the arrangements.

Deposits

All deposits paid for accommodation, flights, transfers and supplements are non-refundable.

Website Accuracy

Sometimes facilities described in our website may be withdrawn for reasons such as maintenance, bad weather, or lack of demand from guests. If possible, we will inform you about the withdrawal of any significant facility at the earliest opportunity. Some activities, such as parasailing, may not be available in low season for example. Watersport activities such as water-skiing and banana riding are sometimes managed by independent local operators and we have no control over their availability and prices.

Accommodation Descriptions

The resort/hotel descriptions and information contained in our website have been made in good faith and are not intended to mislead. It is possible that changes in facilities may occur without our knowledge. In this event we will endeavour to inform you of any changes but cannot be held responsible for any inaccuracies which are beyond our control. Water and electricity supplies are often not as reliable as in Great Britain, interruptions of supply could occur, we cannot be held responsible for these supplies or any other lack of facility beyond our reasonable control. Only persons named on the booking form shall be allowed to occupy the accommodation and in no circumstances can the maximum number of persons stated on your confirmation invoice be exceeded.

Not Included In Our Prices

The following are not included in your quoted accommodation price unless expressly quoted:

1. Travel insurance
2. Any applicable supplements charged by your airline (e.g. pre-booked seats, excess luggage, sports equipment, etc.)
3. Optional excursions
4. Meals and drinks other than those on a specified meal plan
5. General charges e.g phone calls, mini-bars, laundry service
6. Tips & gratuities

Halo or Star Ratings

These reflect our personal opinion, taking into consideration the standard of property, provision of facilities and location, so should be taken as a guide only. They are not recognised by or registered with any legal or official organisation, and do not necessarily reflect a star-rating that any particular property elects to market itself at.

Resort ratings out of 10 displayed on our website are calculated from a time-weighted average of all client feedback ratings and do not necessarily reflect our views on a property or on any specific criteria.

Disclaimer/Limitation of Liability

Angelfish Ltd shall not be liable for any loss or damage from any matter outside its reasonable control, including (but not limited to) acts of God, civil disturbances, force majeure strikes or other industrial action, acts of government, acts of third parties, failure of public supplies, including (but not limited to) electricity and water. Where acts of any third parties are involved, Angelfish Ltd shall in no circumstances be required to institute any form of legal process.

Airline Delays - in the event of any scheduled airline delay, the airline's policy will apply.

Angelfish Limited will not be held responsible for any injuries, or consequences thereof, resulting from any watersports activities available as part of the sports holiday package.

Natural Phenomena

Angelfish Ltd cannot be held responsible for any discomfort or inconvenience caused by the climate, the particular flora and fauna, rodents or anything else reasonably expected to exist in the natural environment in which many of the resorts are situated.

Passengers with Reduced Mobility, other Disabilities and Medical Conditions

If you or anybody travelling with you has a pre-existing medical condition or suffer from a disability please advise us before you make a booking. We are happy to give you advice to help choose a holiday that will meet your requirements. Please be aware, many of our destinations are not suitable for wheelchair users and some would also be considered challenging for those with reduced mobility issues. You must advise us promptly if any medical condition or disability develops or changes that may affect your holiday after your booking has been confirmed.

Arrival At and Vacating your Room

On the day of arrival guests are typically allowed to occupy their accommodation from 2.00pm onwards. Guests vacating their accommodation are typically required to leave before 10am to facilitate cleaning and servicing prior to the arrival of incoming guests.

Electrical Appliances

Many resorts have installed satellite TVs, videos, mini hi-fi systems, air-conditioning, ceiling fans, mini-bars and hairdryers. Angelfish Ltd does not accept any responsibility for malfunctioning or breakdown of these items. Problems should be brought to the attention of the resort's management. When a specialist engineer is required it may take several days before the engineer will visit. Angelfish Ltd or its local agent cannot under any circumstances be held responsible for the lack of a suitable engineer.

Complaints

We aim to provide the highest standard of accommodation, however, if you are not satisfied with your accommodation, please contact the Resort Management with your justified reasons. If you are still not satisfied, please contact Angelfish Limited in writing within 28 days of returning to UK. Except in cases of personal injury, illness or death we will not consider any claims outside of this period. We will not accept any complaints or any responsibility after this date is passed nor will we consider any complaint that has not been reported to the resort management.

We aim to resolve all complaints ourselves, but if this is not possible, your complaint can be considered under a scheme devised by ABTA. We are a Member of ABTA, membership number W6703. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

Severance

Any provision of this contract, which shall include any one of these terms and conditions, that is or may be void or unenforceable, shall to the extent of such invalidity or unenforceability be deemed severable and shall not affect any other provision of this contract set out herein.

Force Majeure

Except where expressly stated in these conditions, we cannot pay any compensation, expenses, losses or any other amount or otherwise accept responsibility if we have to change your resort accommodation or transfers as a result of circumstances beyond our control. This means any event that we or the resort in question could not foresee or avoid even after taking all reasonable care. Such circumstances will usually include war, terrorist activity, civil unrest, industrial dispute and inclement weather.

If we have to cancel or significantly change your accommodation, we will contact you to discuss this and you can choose to take an alternative resort (and pay or receive a refund of any price difference) or cancel your reservation and get a full refund. However we will not pay compensation and are not responsible for any expenses in these circumstances as a result of circumstances beyond our control.

Building Work

There is an extremely small possibility that your holiday may be affected by building work taking place near your accommodation or in and around your resort. If we consider that this work will have a significant effect on your enjoyment, we will inform you before hand, if possible. You can then cancel your holiday and receive a full refund or choose another holiday and pay, or receive a refund of, any price difference. If we consider that building work will not have significant effect on the enjoyment of your accommodation we will endeavour still to tell you about it beforehand, but you will not be offered the option of cancelling.

Data Protection Act 1998 & GDPR

Your privacy is important to us and we are committed to protecting your personal information. We will never misuse or sell your data to a third party.

By making a reservation with us you consent to processing, storing, transferring and sharing of your information and data for the purposes set out in our Privacy Policy as published on our website: www.angelfish.travel/privacy

Your Financial Protection

We are a member of ABTA W6703 and ATOL 6062 which provide for your protection in the event of our insolvency.

ATOL

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.

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).

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.

ABTA

You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.