The copyright in the material contained in this website belongs to Travelserv, or its suppliers (from whom we have obtained permission to copy their content. No part of the site may be copied broadcast performed in public or in any way adapted without our express consent in writing.
Thank you for visiting our website and for taking time to read these notes. By accessing this website you are agreeing to be bound by the conditions laid out below and agree to jurisdiction under English Law for any dispute arising from this text or the contents of this website.
We have taken every effort to ensure that the information contained in this website is correct. It remains possible that some information may contain errors or inaccuracies or may become out of date. The information can only be based on the state of knowledge at the date this website was created and does not guarantee specific properties, technical performance or suitability for particular applications which are outside our control. The information relates to the specific material described and may not be valid for such material used in combination with any other materials or in any process. The information is only for use in the United Kingdom.
We have no specific knowledge of the requirements or projects of individual users of this site and are not liable for any loss or damage that may arise from the use of information contained in this website. Users of the website and the products described must take responsibility for use of the product legally and must take sole responsibility and be satisfied prior to use that the information and the product is suitable for the users purposes. In a general website such as this we cannot and do not give warranties of any kind arising out of its use by persons visiting it.
In creating this website we make all reasonable attempts to exclude viruses but cannot guarantee such exclusion and no liability is accepted for viruses. Users must take all appropriate safeguards before downloading information from this website. We assume no responsibility for the content of sites linked to this site. Any such links are provided as a convenience to users of this website and the provision of the link does not constitute an endorsement of the link sites or their contents. We shall not be liable for any loss or damage that may arise from the use of information contained in sites linked to this site. It cannot be guaranteed that the links will work all of the time. We do not have control over the availability of the linked pages.
We do not accept any responsibility for any loss disruption or damage to data or computer system which may occur whilst using material from this website.
Privacy & Cookies
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:-
- He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
- He/she is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.
NOTE: Travelserv act as an agent in respect of all sales of tickets for a number suppliers and as such Contracts for the supply of these tickets will be directly with the supplier in question in each case and the supplier’s terms and conditions will apply to your booking as well as our own.
Prices and Website Descriptions
We have no control over the arrangements that we feature on our websites. All details and descriptions in relation thereto are for guidance only. The images used on our website to illustrate the experiences, particularly those that take place at more than one location, are used as an indication only. We endeavour to ensure that all the information and prices on our website are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
All prices are quoted in £’s sterling. The prices quoted, shown on our website, and in supplementary promotional material, apply at the time however are subject to change without notice. The price of your arrangements will be confirmed on booking. Once you have paid for your arrangements in full, the price of your arrangements is confirmed and will not increase.
Payment and Confirmation
When we accept your booking, you must make payment as and when requested by us. If we do not receive any payment due in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 4 below will become payable.
We are only able to accept payment by Bank Transfer or Cheque.
Once payment has been made / received into our Bank Account, we will issue a confirmation of booking via email. Subject to availability, a contract as follows will exist as soon as we issue you with your confirmation email. A contract will exist between you and us for the supply of tickets or vouchers for your chosen trip. For bookings of tickets for some suppliers your contract for the supply of a ticket and the supply of services will be between you and the applicable supplier.
It is your responsibility to check the confirmation email, and to urgently advise us if there are any errors or omissions. Your rights may be affected in relation to any matter arising as a result of such error or omission if you fail to do so. Alteration or cancellation of the booking by you once a confirmation of booking has been issued will be subject to the charges outlined in clause 4 below.
All monies you pay to us for tickets for some suppliers will be held on behalf of the supplier(s) concerned respectively.
Please note that customers outside of the UK may be asked for additional proof of address before tickets can be sent.
It is a condition of our agreement that you are covered by adequate travel insurance for your arrangements. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.
In some cases we may have to send ‘Real Tickets’ to you. These may have a high monetary value and as such you should treat them as you would your cash or passports and keep them safe at all times. If applicable, tickets will be posted to you approximately 14 days prior to your departure date.
If you Change or Cancel your Booking
If you wish to change or cancel your booking after the confirmation email has been sent, you should contact us in writing via email to email@example.com and we will liaise with the supplier to try to meet the request. All changes are strictly subject to availability at the time of request. We do not charge cancellation fees where we have not been charged by the supplier.
If ‘Real Tickets’ have been dispatched, we will only issue a refund if you return tickets to us by secure delivery, unused, not signed and in the same condition as they were sent to you.
If ‘Real Tickets’ have been dispatched to you and are subsequently lost, full payment will be required to replace them.
NOTE: For some suppliers, tickets once booked are non-refundable and non-changeable.
In the event we can meet a requested change, you will have to pay £25 per person per change as well as any applicable rate changes or any other costs incurred by ourselves or our suppliers. Amendments to and cancellations of tickets for some of our suppliers can only be accepted in accordance with the terms and conditions of the suppliers themselves (which may mean forfeiting as much as 100% of the cost of the ticket(s)). In addition you must pay us an administration fee. All charges will be advised to you at the time that you notify us of your intention to change or cancel your ticket(s).
Period prior to departure, notice of cancellation is received by us / Cancellation charge per person cancelling
- Prior to 61 days / loss of deposit
- 60 – 42 days / 50% of total holiday cost
- 41 – 33 days / 60% of total holiday cost
- 32 – 15 days / 90% of total holiday cost
- 14 days or less / 100% of total holiday cost
Changes and Cancellations by us or the Supplier
On occasion it may be necessary for us or the supplier to amend certain arrangements or tickets or to cancel them. We reserve the right to amend or cancel arrangements or tickets (or do so on behalf of a supplier) at any time. Our obligations regarding changes and cancellations differ according to the type of booking you have made:
If we Change or Cancel a Booking for Tickets or Vouchers
As your contract for the supply of services is with the supplier, we will have no liability in relation to any changes to or cancellations to these services other than to inform you as soon as reasonably possible of any changes or cancellations that may affect you that are notified to us by the supplier in question. We will also liaise between you and the supplier in relation to any alternative arrangements they may offer.
If we have to make a material change to, or cancel your ticket, (for example where we have to cancel it because you have made a booking via an old / cached page of our website) we will tell you as soon as possible. If there is time to do so before the date on which the ticket is due to be redeemed, we will replace it with a ticket to the same value as your original booking or if there isn’t sufficient time to do so, give you a full refund.
NOTE: For some suppliers, we act solely as a booking agent for the supply of tickets, and we will have no liability in relation to any changes to or cancellations to any attraction service or to your ticket other than to inform you as soon as reasonably possible of any change to it or cancellation of it notified to us by the attractions. We will also liaise between you and the supplier in relation to any alternative ticket arrangements they may offer.
If we Change or Cancel any Other Booking
If we have to make a major change or cancel your arrangements, we will tell you as soon as possible and if there is time to do so before the arrangements are due to start, we will offer you the choice of:
- (for major changes) accepting the changed arrangements
- having a refund of all monies paid in respect of the changed or cancelled element,or
- accepting an offer of alternative arrangements of a standard comparable to the arrangements affected from us, if available.
You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative arrangements.
The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of any change or cancellation. The above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time or where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
Very rarely, after your arrangements have commenced, we or your supplier(s) may be forced by Force Majeure to change or cancel part or all of your arrangements. If this does happen then we regret that neither we nor your supplier(s) we will be unable to provide any refunds pay you any compensation or meet any losses or expenses you incur as a result. We will try to assist you to secure alternative arrangements but you will have to pay any associated and/or additional costs in doing so or arising out of any alternative arrangements.
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
In relation to sales of Tickets or Vouchers
Our only obligations to you in relation to bookings we make for tickets or vouchers to enable entrance/access to particular attractions or theme parks (other than those which are expressly set out in these conditions) are to provide you with a ticket or voucher to enable entry/access to the arrangement(s) in question. Your contract for the supply of such services is with the supplier and its terms and conditions apply to that contract. Copies of these are available on request. As a ticket supplier, we are responsible for taking your booking in accordance with your instructions and issuing you with a ticket but (other than that which is expressly set out in these conditions) we accept no responsibility for the actual provision of the theme park or attraction arrangements.
NOTE: For some suppliers, your contract both for the supply of the ticket, and the supply of the attraction service is with the supplier in question and its terms and conditions apply to both contracts. As agent (other than that which is expressly set out in these conditions), we accept no responsibility for the supply of the ticket or the attraction services.
In relation to all Other Bookings
We have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. Except as stated otherwise in these terms, we have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers with reasonable care and skill, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-
- the act(s) and/or omission(s) of the person(s) affected;
- the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
- unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
- an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
We will not be responsible or pay you compensation:-
- for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
- for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
Any compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-
- whether or not you have followed the complaints procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
- the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
- when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.
(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)
We limit our responsibility to you in the following situations:-
- Luggage or personal possessions and money
The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
- Claims not falling under (i) above and which don’t involve injury, illness or death
The maximum amount we will have to pay you in respect of all claims not falling under (i) above and which don’t involve injury, illness or death these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your arrangements.
If in our opinion or in the opinion of any person in authority, your behaviour is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we or the supplier reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave the applicable service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.
If you have a complaint
In relation to sales of Tickets or Vouchers
Because the contract for the supply of services provided under tickets or vouchers to enable entrance/access to particular attractions is between you and the supplier, any queries or concerns about those services should be addressed to them. If you have a problem whilst away, this must be reported to the supplier or their agent immediately. If you wish to complain when you return home, write to the supplier. You will see their name and contact details in any confirmation documents we send you.
Any complaints or problems relating to the booking and supply of your ticket must be reported to us in writing immediately.
In relation to all Other Bookings
Please inform the relevant supplier of any complaints or problems immediately. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. Please address all emails to firstname.lastname@example.org. We will acknowledge all complaints within 3 working days. Sometimes we need to investigate issues raised with 3rd party suppliers which may take time to do so. We do however aim to respond in full within 14 days. If for any reason we are unable to respond within that time, we will endeavour to notify you as soon as possible.
If you fail to follow these procedures there will be less opportunity for us and/ or the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
TTA (Travel Trust Association): We are a Member of TTA (membership numbers U7863) and full details of the Consumer Protection provided can be seen at https://www.thetravelnetworkgroup.co.uk/faqs.
We must be advised at time of booking of any disability and special requirements so that we may notify the supplier concerned. Special facilities can be requested but may not be guaranteed. Acting reasonably, if suppliers are unable to properly accommodate the needs of the person(s) concerned, we may refuse to confirm your booking or if you did not give us full details at the time of booking, cancel it and impose applicable cancellation charges when we or they become aware of these details.
If you have any special request, you must advise us in writing at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless any supplier has specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation letter or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
Re-confirming your Booking Locally
Whether you’ve booked a specific date and time through us, or you’ve chosen to leave the experience open dated (where applicable), it’s essential for you to re-confirm your booking in advance. This enables our suppliers to inform participants of any details that they may need on the day; for example to let you know exactly you will be met. Please note that all contact numbers will be supplied following confirmation.
Conditions of Suppliers
The services which make up your booking are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
Law and Jurisdiction
These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)
We protect all bookings which amount to a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the booking. Protection is provided by way of a trust account administered by independent trustees. All money you pay for those arrangements (whether paid to us or the supplier of the arrangements) will be held in that account until your arrangements have been fully performed, and will be available to provide you with a refund or fulfil your booked arrangements in the event of our insolvency. Please note that bookings of single elements are not financially protected, and nor are multiple element bookings where each element is individually less than 24 hours in duration.