We are Fundraising Futures Community Interest Company, trading as Charitable Travel in the UK, our company number is 12319823. Our registered address is Charitable Travel, Contingent Works, Broadway Buildings, Elmfield Road, Bromley, BR1 1LW. Our email address is [email protected].
Except where otherwise specified we act only as an agent in respect of all bookings we take and/or make on your behalf. For all bookings, your contract will be with the supplier of the arrangements in question and we will not be a party to that contract.
All references to ‘packages’ and ‘package holidays’ on this website, marketing material or in these Agency Terms and Conditions means packages organised by third party suppliers on whose behalf we act as an agent. We do not organise or sell packages in our own name. All flight-inclusive packages you book through us will be protected by the ATOL of the supplier organising the package.
This set of Agency Terms and Conditions sets out what we can expect from each other when you book a holiday through us. By making a booking with us, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:
1. read these Agency Terms & Conditions and agree to be bound by them;
3. is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;
4. accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
We act as an agent at all times, meaning we do not provide the holiday to you.
When making your booking we will arrange for you to enter into a contract with the applicable supplier (e.g. tour operator/airline/cruise company/accommodation company) of your chosen holiday arrangements, as specified on your confirmation invoice.
As agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by them. Your booking with us is subject to these Agency Terms and Conditions and the specific terms and conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. The supplier’s booking conditions may limit and/or exclude the supplier’s liability to you. Please ask us for copies of these if you do not have them.
Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation on their behalf.
As part of your booking we provide you with the ability to make a donation to your chosen charity and to receive a discount to the cost of your holiday arrangements, as a result.
When making a booking, we will advise you of the minimum donation that you are required to make, to the charity of your choice and the latest date by which that donation must be made. We will then also provide you with a link to our specific JustGiving web page for that donation to be made. Donations through any other means are not acceptable.
Once that donation has been made, we will be notified and we will provide you with a corresponding discount to the cost of your chosen arrangements, up to the value of the minimum donation amount (you are of course free to donate more, if you wish to do so, but we are only able to discount the cost of your booking to the value of the minimum donation amount). We will also issue you with a new booking confirmation once the above process has taken place, reflecting the new and discounted cost of your chosen arrangements.
We provide this discount by sacrificing the commission that we are entitled to earn from the supplier of your chosen booking, in our capacity as an agent.
Please Note: If you choose not to donate, donate too late, or donate less than the minimum donation amount, we will not be able to reduce your balance due. Additionally, once you have made your donation, should your booking be cancelled or you choose to either cancel or reduce the value of your booking your donation will not be refunded by the charity or by Charitable Travel, since it will be regarded by all parties to be a donation and not a payment for services or an entitlement of recompense.
When a booking is made you will be asked to provide us with various information, once you have done so we will proceed to confirm the booking with the relevant supplier.
You must check all names, dates and times are correct on your booking and on the confirmation documentation that is sent to you after completing the booking, and advise us of any errors immediately as it may not be possible to rectify these errors later. You may incur charges to make changes beyond spelling mistakes.
In order to book your chosen holiday arrangements, you must pay a deposit as required by the supplier of the arrangements in question (or full payment if required by the supplier at the time of booking).
If you have paid a deposit, you must pay the full balance of the holiday by the date specified at time of booking. If the full payment has not been made by the balance due date, we will notify the supplier who may cancel your booking and charge you a cancellation fee as set out in their own booking conditions.
All money paid to us is held on behalf of the supplier(s) concerned, except where otherwise stated.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen holiday arrangements at the time of booking.
Many suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.
If you need to make a change to or cancel your booking, you can do so by calling us on 020 3092 1288 and speaking to one of our agents. Whilst we will try to assist, we cannot guarantee that the supplier will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your chosen holiday arrangements.
You may incur a fee from the supplier(s) if you make any amendments or cancel your booking. This fee will be outlined in the supplier’s terms and conditions and could be 100% of the cost of the travel arrangements. We may need to collect this from you on behalf of the supplier(s) and may need to charge you administration fees to do so.
We will inform you of any cancellations or changes made by the supplier(s) of your holiday as soon as reasonably possible.
If the supplier(s) offer a refund or an alternative arrangement or holiday, you will need to let us know your choice as soon as possible and within the time-frame given so we can arrange with the supplier to resolve the situation for you.
If you fail to contact us, the supplier(s) will assume that you have chosen to either accept the alternative arrangements or receive a full refund, depending upon what you were informed at the time you were notified of the change.
The supplier(s) may need to cancel due to unavoidable or extraordinary circumstances (outlined in further detail below), due to a lack of payment from you, or due to disruptive behaviour exhibited by yourself or other people on your booking.
It is your responsibility to ensure you and all the passengers on your booking have the relevant documentation for legal travel, this includes, but isn’t limited to a valid passport, (some destination require that passport to be valid for at least 6 months after the date of travel) any relevant visas that yourself or your traveling companions require, and travel insurance documentation. For more information on this, please see section 6, Insurance and section 15, Passports and Visas.
It is also your responsibility to be aware of your travel information such as flight times, hotel check-in requirements.
Some suppliers, such as airlines and hotels will have a low tolerance for disruptive or aggressive behaviour and may terminate your holiday as a result of such behaviour. We will not be held liable for any cancellation of this type.
Your contract lies with the supplier(s) and their booking conditions apply. As agent, we accept no responsibility or liability for the actual provision of the travel services. Our responsibility is limited to making the booking in accordance with your instructions.
We accept no responsibility for any information about the holiday arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
If you need to make a complaint regarding our agents or Charitable Travel as a whole, please contact us at [email protected], or write to us at Charitable Travel, Contingent Works, Broadway Buildings, Elmfield Road, Bromley, BR1 1LW. We will endeavour to resolve the situation as your custom is so important to us.
Any complaints regarding your travel arrangements, i.e. hotel, airline, car hire, excursions etc. the contract is between you and the supplier(s), and therefore, any concerns should be addressed to them. If a problem occurs whilst you are on holiday, you should direct your queries or concerns to the supplier or their local representative immediately, failure to do so could mean that there is less opportunity to investigate and resolve the situation.
If you have a complaint to make once you have returned home, write to the supplier (details will be in your booking confirmation). We can aid with this if necessary, just contact [email protected].
You can also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a way for us to be notified if of your complaint.
Occasionally unforeseen circumstances can occur which may result in the cancellation or changes of your holiday. These unavoidable or extraordinary circumstances can be categorised easily as things that are beyond our, your, and the supplier’s control. For example, acts or threats of war, riots, civil disturbances, terrorist activity or its consequences, failure to secure flights, natural disasters, health risks, nuclear disasters, technical difficulties with transport, closed or congested airports, fire, extreme weather conditions, and governmental sanctions.
If your holiday is affected before you travel, you will be notified as soon as reasonably possible. Neither we nor the supplier are able to provide any financial compensation for any cancellations or changes to your travel arrangements due to these circumstances.
We are a member of the Travel Trust Association. This means that your money is always protected. For more information on this, please see Financial protection on our website.
It is important to make sure you have all the relevant and valid documentation before you travel. You will need a valid passport. For some destinations you will also need a visa. To find out more about the necessary documents needed for your destination, please visit https://www.gov.uk/guidance/foreign-travel-checklist
These booking terms and conditions are governed by UK Law.
(Updated November 2020)