Terms & Conditions Applicable For All Departures
Your package holiday booking is with Hide and Seek Ltd (Company number NI641974) of Arctic 146 High Street, Holywood, Northern Ireland, BT18 9HS (“Hide & Seek”, “we”, “our” or “us”).
In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Hide and Seek Ltd. Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract” or “arrangements” mean such holiday arrangements unless otherwise stated.
- the full payment of any deposits and balances to us; and
- the payment of any amendment fees or cancellation charges; and
- confirming all passenger details to us; and
- the passing on to all persons in the booking of any and all information issued by us including, without limitation, the Contract.
Before making a booking with us, you must ensure you have read and understood the booking conditions and, by asking us to confirm your booking/trip, you are regarded as having read, understood and agreed to the Contract.
Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us and which we agree to make, provide or perform (as applicable) as part of our Contract with you. All references in these booking conditions to “holiday”, “booking”, “contract” or “arrangements” mean any and all such holiday/trip arrangements, unless otherwise stated.
To contact us, telephone: 02891 246 560, or email: [email protected]. We shall contact you, via the lead name on the booking, by email and/or phone (including mobile).
We will issue a booking confirmation/invoice after you have confirmed your booking with us and paid a deposit. If you then cancel, additional cancellation charges will be applicable, depending on how much notice you give us prior to your planned departure date, in addition to you forfeiting the deposit that you have paid. The cancellation charges may go up to 100% of your total booking cost. See Clause 4 for further information.
You can make changes to and/or transfer your booking in certain circumstances, but we make a charge for doing this. We may also, on rare occasions, change or cancel your booking with us – see Clause 5 for further information.
Your Financial Protection:
We provide protection for your money via ATOL and ABTOT.
For air-inclusive trips from/to the UK you are protected by our Air Travel Organisers Licence (ATOL) 11477 issued by the Civil Aviation Authority (CAA).
For holidays that do not incorporate a flight or, for flight inclusive packages purchased directly with Hide and Seek, where the initial flight from your home country is outside of the UK and included in the package price of the holiday, you are protected by the Association of Bonded Travel Organisers Trust Limited, number 5391. See Clause15 – Protecting your Money, for further information.
All information provided in the brochure/website is, to the best of our knowledge or belief, correct at the time of publication. We will advise you of any changes that are fundamental to the contract, or which we believe will affect your enjoyment of the holiday. Please advise us if there is any requirement, which you believe is fundamental to your holiday so that we can give you the latest information at time of booking.
When you ask us to proceed with a booking you will be required to make a (minimum) deposit payment which will vary dependent on the specific holiday you are booking. This will be detailed in your holiday quotation and/or advised at the time of booking. It may also be necessary to collect payment at the time of booking for other (non-refundable) costs e.g. flight tickets. In the case of bookings made after the balance due date, we will require full payment for the holiday.
You must be at least 18 years old to make a booking and you guarantee that you have the authority to accept, and do accept, these terms and conditions for all members of the party (including anyone who is added or substituted at a later date), and in particular payment for all the persons on the booking. We reserve the right in our absolute discretion to refuse to accept any booking without necessarily specifying a reason.
A contract is made when we accept your booking and issue our written booking confirmation/invoice. If we cannot accept or confirm the booking, any money paid will be promptly refunded. On receipt of the booking confirmation/invoice, it is important to check the details and if there is any inaccuracy this must be notified to us immediately. It may not be possible to make changes or corrections later, or additional costs may be incurred which we will have to pass on to you.
Many of our holidays are based on specially negotiated airfares booked in a specific airline booking class. At the time of booking, if these fares are not available, we will endeavour to secure an alternative air fare and advise you of any additional cost. Please note that most special air fares are non-refundable and non-changeable.
We hold your deposit (and any additional payment required at the time of booking) towards the full cost of the holiday. The balance must be received by us no later than the final payment due date shown on your quotation and/or booking confirmation/invoice, as appropriate to your holiday. If you do not pay the full cost within the time specified we may treat your holiday as cancelled by you in which case the cancellation charges shown in point 4 – Cancellation by You, will apply.
Ways to Pay
We accept payment by Visa, MasterCard, cheque or bank transfer for which no levy is charged by Hide and Seek. Your bank or credit card provider may charge an additional financial processing charge and we cannot be responsible for any such charges.
- YOUR HOLIDAY PRICE
a) Prior to booking you will receive a detailed written or verbal quote based on your specific holiday requirements and travel dates.
b) We reserve the right to notify you of any alteration in the advertised or quoted price and any changes in holiday arrangements before accepting your booking.
NB: We make every effort to ensure that the most up to date and correct prices are shown on our website, but on occasion, there may be an unfortunate pricing error. We reserve the right to correct any such errors to advertised or confirmed prices as soon as reasonably possible, either prior to, or after your confirmation invoice has been issued. If you do not wish to accept the corrected and actual price of the holiday, we will cancel the booking. Alternatively, you may amend your booking or select an alternative holiday at the applicable and correct price.
We reserve the right to correct any such errors to advertised or confirmed prices as soon as possible, either prior to, or after your confirmation invoice has been issued. If you do not wish to accept the corrected and actual price of the holiday, we will cancel the booking and provide a full refund of any monies you have already paid (except for any amendment charges). Alternatively, you may amend your booking or select an alternative holiday at the applicable and correct price.
Subject to these conditions, once we have confirmed your booking, the price is fully guaranteed and will not be subject to any additional ‘surcharges’, which means any increase due to changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties, including tourist taxes, landing taxes or embarkation or disembarkation fees at port and airports or exchange rates. Similarly, in order to offer this guarantee, no refund will be due as a result of any downward price revision.
Single, Double, Triple & Quad Rooms
Single supplements are often payable for sole occupancy of a room. A single room does not guarantee the provision of a double or twin room, and in some instances may be smaller. A ‘double’ bed is often two single beds pushed together, sometimes with double bed base linen (although it is not unusual for single duvets to be provided in some hotels for doubles). For triple or quad occupancy, this may be a standard size room with either a camp bed, roll-away, or mattress on the floor and space will therefore be limited.
- CANCELLATION & VARIATION BY YOU
Cancellation by You
If you or any member of your party wish to cancel your holiday, or if you fail to pay the full cost of the holiday by the balance due date, you will be liable to pay the charges detailed below or as otherwise as specified on your booking confirmation, in addition to be liable for any non-refundable items*. In the case of your failure to pay the balance by the balance due date, the cancellation costs and charges will be calculated at the date that we deem your booking to have been cancelled by you. Written notification of any cancellation should be communicated by the lead name and must sent to us in writing either by email to [email protected] or by sending a letter by recorded delivery to our office. The cancellation charge will be calculated according to the date notice is received by us, or the date upon which your cancellation is treated as occurring because of non-payment.
*Non-refundable holiday costs charged for at the time of booking include, without limitation, the deposit paid on your booking, the full cost of any and all air tickets or other transportation tickets, any insurance premiums and any amendment charges. Additional accommodation costs for reduced occupancy or other chargeable extras such as, without limitation, car rental, minibus, excursions, tours and other transportation tickets may be payable in the event that one or more passengers cancels but where remaining passengers still wish to travel.
The cancellation charges below shall be payable in addition to the non-refundable costs and shall be applied to the remainder of the holiday cost.
Group/Wedding Bookings – cancellation charges will apply to any guests of group and/or wedding bookings who may wish to cancel their part of a group booking, in the unlikely event of cancellation by the lead name and/or persons to be married and/or any other person(s) who are included in the group and/or wedding booking.
Note: If your cancellation falls within the provisions of your travel insurance policy you may be able to make a claim which must be made direct to your insurance company.
Notice received before departure date / % amount of total booking value charged.
- 91+ days: deposit
- 90-45 days: 50% of holiday cost
- 44-0 days: 100% of holiday cost
We will observe travel advice provided by the UK Foreign, Commonwealth & Development Office. Should circumstances dictate, you can cancel your booking without paying cancellation charges if the performance of your holiday, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be cancelled and for you to receive a full refund.
Variation by You
Booking alterations: If, after our booking 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 (subject to agreement by our suppliers) but it may not always be possible. Any request for changes to be made must be made in writing from the person who made the booking. You will be asked to pay an administration charge
starting from $30 per person in addition to any additional booking costs as a result of the changes made, including any changed occupancy costs following a cancellation (see point 4 – Cancellation by You). You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Additional fees may be charged, depending on the cost and work caused to us by the requested change.
Note: Certain travel arrangements may not be changeable after a reservation has been made, for example, some airlines may require payment of 100% cancellation charges and the cost of a new ticket for ANY variation that is made, and changes to other arrangements may incur a cancellation charge of up to 100%.
Booking transfer: You can transfer your existing booking to another person suggested by you (subject to agreement by our suppliers)*, by giving us notice in writing at least 7 days before departure. The replacement traveller must satisfy and fulfil any conditions that apply to the holiday, and all costs of the original booking, and both you and the new traveller are responsible for paying all costs we incur before the transfer can be made by us. The cost of the transfer will consist of both an administration charge of $60 and any costs which our suppliers impose.
Note: Certain travel arrangements may not be transferrable after a reservation has been made, for example, some airlines may require payment of 100% cancellation charges and the cost of a new ticket for ANY variation that is made, and changes to other arrangements may incur a cancellation charge of up to 100%. In all cases, insurance premiums are not transferable.
* If you are unable to travel, you may wish to check whether cover is provided for your cancellation within the terms of your travel insurance policy as this may incur less cost to you.
While on holiday: If you decide to cut short your holiday for your own reasons, or not stay at accommodation that has been booked for you, take any pre-booked meals, excursions or other holiday components, then we are unable to offer you any refund or cover any costs. Depending on the circumstances, your travel insurance may offer cover for such curtailment, so we suggest that you check the conditions and requirements of your policy
- CANCELLATION & VARIATION BY US
We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors and other details both before and after bookings have been confirmed or cancel confirmed bookings, events or activities. Holidays to remote and in some cases, underdeveloped parts of the world carry the risk that parts of the holiday may be subject to alterations beyond our control, sometimes at short notice. Whilst we always endeavor to avoid changes and cancellations, we must reserve the right to do so.
Cancellation by Us:
We reserve the right to cancel your booking. We will not cancel your confirmed booking after the final ‘balance due’ payment date, except for unavoidable and extraordinary circumstances (see point 6) or failure by you to pay the final balance of your holiday.
Minimum Numbers – some of our holidays require a minimum number of participants (as detailed within the holiday description shown on our website) to enable us to operate them. If the minimum number of bookings required for a particular holiday or flight have not been received, we are entitled to cancel it and will notify you prior to the final ‘balance due’ payment date. Please note that in such cases we are not able to accept responsibility for any costs you may have incurred, including costs of other travel arrangements made in association with the cancelled holiday, unless booked through Hide and Seek.
We are happy to give you an indication at any time of the current number of passengers booked on a trip, but this should not be taken as any guarantee whether the tour will or will not go ahead as booking numbers can fluctuate. There may be certain circumstances when a tour may operate with less than the minimum number than the advertised group size.
If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
In the event a refund is paid to you, we will:
(a) provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
(b) pay compensation as detailed below, as a minimum, except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Variation by Us:
It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include a change of airline or aircraft type, alteration of your outward/return flights by less than 12 hours, change of London or local airports and/or local connecting transport and changes to supplementary arrangements such as excursions, or change of accommodation to another of the same or higher standard.
Occasionally, we may have to make a significant change to your booking, such as a change to destination, a change to your accommodation to a lower rating or a change in flight time of more than 12 hours. If we make a significant change to your booking, you can:
- accept the change offered by us: or
- cancel your booking and receive a refund of all monies you have paid to us; or
- accept an alternative holiday of the same or similar standard and price, where we can offer one (we will refund any price difference if the alternative is of lower value); or
- purchase an alternative holiday of your own choice, subject to availability and payment of any additional applicable cost difference.
We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given, your booking may be cancelled. If you choose to cancel and accept a full refund of monies paid to us, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse the policy.
If we make a significant change to your booking we will pay you compensation as detailed below, except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Period before departure when a significant change or cancellation is notified to you (compensation per adult/children will receive 50%):
For holidays other than those to destinations specified below:
More than 60 days before departure: Nil
- 60-22 days: £20
- 21-15 days: £30
- 14-8 days: £40
- 7-0 days: £50
We do not control the day-to-day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens before your departure or on arrival in resort, we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available, we will refund the difference of the holiday price between the accommodation booked and that available and will pay up to £50 per person for any inconvenience.
- CIRCUMSTANCES BEYOND OUR CONTROL
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation, reimburse expenses, or cover losses where the performance of our obligations under our Contract with you is prevented or affected by – or you otherwise suffer any damage, loss or expense of any nature – as a result of unavoidable and extraordinary events and/or circumstances beyond our control (also referred to as ‘force majeure events’). In these booking conditions, circumstances beyond our control means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, without limitation, actual or threatened war, riot, civil unrest and/or strife; terrorist activity and/or its consequences (including suspected terrorist activity and all action taken during any “terror alert”); industrial dispute; natural or nuclear disaster; adverse weather conditions; flood; volcanic eruption; epidemics and pandemics; health risks; unavoidable and/or unforeseeable technical problems with transport; airport, port or airspace closures, restriction or congestion; flight or other travel restrictions imposed by any regulatory authority or other third party and any other action from governments in the UK or overseas (including the UK Foreign, Commonwealth & Development Office advising against all but essential travel to any destination, region or country); air traffic management decisions (that may result in long or overnight delays or cancellations); sanctions; fire; concert/event changes or cancellation and all events outside our or our suppliers control. BREXIT – at this current time and until negotiations are completed and full details known, it is not possible to foresee any impact, changes or restrictions there may be on flight operations between the EU and the UK or the effect this may have on booked holiday arrangements.
We may be forced to change or terminate your holiday after your departure, but before the scheduled end of your holiday, as a result of unavoidable and extraordinary events and/or circumstances beyond our control. In this very unusual situation, we regret we cannot make any refunds (except where we are able to obtain refunds from our suppliers), or pay any compensation, or be responsible for any costs or expenses incurred by you as a result. We will however, where you have booked a flight inclusive package, provide repatriation back the UK or up to 3 nights’ accommodation, where applicable. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
Excursions, snow based holidays and activities – Worldwide weather patterns are becoming ever more erratic and unpredictable, even in traditional winter season holiday destinations. If it is not possible to operate snow based activities or other excursions, the local providers will endeavour to offer alternatives if this is possible. Other weather factors can also dictate whether certain activities can operate. Such circumstances are totally beyond our control and you therefore proceed with your booking on this basis.
Public Holidays, Sporting & Local Events – in addition to public holidays, many countries host other national or international events or there may be local festivals, which may impact on local/tourist services or travel arrangements, including the reduction or closure of facilities, route diversions etc. during your visit. We have no control over these events, and as dates and details of arrangements are often changeable year on year, it is not possible for us to guarantee to forewarn you of specific details that may be relevant to your holiday, or accept any responsibility for disruption that may be caused. During public holidays, shops, restaurants and tourist attractions may also be closed.
Third-Party Information & Websites – your booking is based on the information supplied to you by Hide and Seek. We understand you may conduct additional research into your holiday through other third parties and associated websites, but as we have no control over such information this does not form any basis of our contract with you.
WiFi – where the provision of Wi-Fi may be indicated in a property description, no guarantee is given or implied that it will be operative during your holiday and its availability is outside our control. Some properties may charge for this service and the areas where it is available may be limited and not necessarily available in guest rooms. In all cases, no compensation or refund will be paid in the event that it is not available for whatever reason.
Dietary Requests & Allergies – even nowadays, in some destinations, basic well known dietary requirements (such as vegetarian, gluten free etc.) are often misunderstood and seldom catered for adequately, despite the best intentions and assurances from hoteliers and restaurateurs. We cannot accept detailed lists of specific dietary or food preparation requests and are unable to accept any other requests (eg. personal preferences) that are not for medical or religious reasons. While we are happy to pass on any such requests, we cannot guarantee choice or availability – especially with any airline meal options. NOTE: It is your responsibility to double check and reconfirm any allergy or dietary requirements directly with the various holiday suppliers.
Other Hotel Guests – it is not unusual for hotels or other accommodation to receive group bookings (sometimes with large numbers) from guests participating in conventions and conferences or other gatherings. At certain times of the year, there may be an influx of groups such as students on organised educational visits (popular during school holidays), associations or clubs. This may result in hotel facilities being much busier than usual or additional demands on hotel staff and services, but we are unable to accept any responsibility for any inconvenience caused by such groups or their activities.
Guides & Wildlife – we reserve the right to substitute any named guide, guest lecturer or other escort with an alternative qualified person and this will not be deemed as any significant change to your arrangements. In addition it is not possible to guarantee sightings of wildlife, or any natural phenomena.
Subject to Clause 10, certain holidays involve risks and hazards of travel to and in remote and/or uninhabited areas where injury, illness, death, delay, or unanticipated events may occur as a result of forces of nature, wildlife and adverse weather conditions. Medical services or facilities may not be readily available or accessible in some parts, and the medical facilities that do exist could be of inferior quality compared to what is available at home. In remote regions risks may include but are not limited to: mechanical breakdown of expedition vehicle(s); becoming stranded in remote and/or uninhabited areas; being subjected to rugged terrain and a harsh climate; encounters with wild animals, insects and pests, and the possibility of illness, injury or death from the uncontrollable and unpredictable behaviour of wild animals in their natural habitat; the possibility of not seeing certain animals; and dangerous weather and climate conditions.
- FOREIGN & COMMONWEALTH TRAVEL ADVICE, HEALTH, VISAS & DOCUMENTS
a) Ensuring that you have a valid passport, driving license and visa (if required) – or any other immigration and/or travel requirements including, without limitation, inoculations and health certificates specific to the destination to which you are travelling – are your responsibility and you should check the requirements for the relevant country(ies) to, or through which you are intending to travel before booking. Any and all associated costs in this respect, are your responsibility. We do not accept any responsibility or liability if you cannot travel because you have not complied with any passport, visa, health or immigration requirements.
b) Essential information for British citizens (only), including health, passport and visa requirements along with up-to-date Foreign, Commonwealth & Development Office travel, safety and security advice can be obtained from https://www.gov.uk/travelaware. We also strongly recommend that you sign up for the latest email updates as travel and safety information can change at any point without notice.
c) If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country or countries to, or through which, you are intending to travel and consult the relevant authority for the latest travel and safety advice for the destinations you are visiting.
d) We recommend that you consult your doctor well in advance of travel for the latest advice on inoculations and health certificates. You can also obtain the latest health information ahead of travel by visiting the National Travel Health Network and Centre (NaTHNac) website https://www.travelhealthpro.org.uk.
- SPECIAL CIRCUMSTANCES
Our tours are not designed for party members to undertake special projects or research whether in connection with study, employment or otherwise. We cannot accept any liability for any losses or damages arising out of such use or planned use nor for any loss or damage which has special financial consequences. Please note if you do intend to use one of our tours for such purposes you should obtain adequate insurance in respect of it and any special equipment you decide to bring with you on such tours.
- HOLIDAY PARTICIPATION
It is a condition of participation in one of our holidays that you agree to accept the authority and decisions of our employees, tour leaders and agents whilst on holiday with us. If in the opinion of such a person your health or conduct at any time, before or after departure, appears likely to endanger the safe, comfortable or happy progress of a holiday, you may be excluded from all or part of the tour and/or we may terminate your holiday, and any additional costs incurred by you as a result of such exclusion will be your responsibility. In the case of ill health we may make such arrangements as we see fit and recover any resulting costs from you.
- OUR LIABILITY TO YOU
We make every effort to ensure that the holiday arrangements we have agreed to provide and perform as part of our Contract with you are provided and performed with reasonable skill and care.
We will accept responsibility for death or personal injury caused by negligent acts and/or omissions of ourselves, our employees, agents or suppliers in providing and performing your holiday arrangements. In such cases, we will pay to you such damages as might have been awarded in such circumstances under English Law subject to the English jurisdiction.
We will not be responsible for any injury, illness, death, loss (for example loss of possessions or loss of enjoyment), damage, expense, cost or other sum or claim of any nature or description whatsoever which results from:
a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; and/or
b) the act(s) and/or omission(s) of a third party not connected with the provision of your holiday; and/or
c) unavoidable or extraordinary circumstances (e.g. an event of force majeure or circumstances beyond our control).
d) The use of our services for special projects or research whether in connection with study, employment or otherwise.
We cannot accept responsibility for any services which do not form part of our Contract with you. This includes, without limitation:
a) any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised or agreed as forming part of your Contract with us (including, without limitation, any flights and/or additional accommodation that do not form part of our Contract with you); and
b) any activity, tour or excursion you purchase in resort.
Our liability, except in cases involving death or personal injury, shall be limited to a maximum of three times the cost of your travel arrangements (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total, unless a lower limitation applies to your claim under clause b) below. Our liability (if we are found liable to you on any basis) will also be limited in accordance with and/or in an identical manner to:
a) These booking conditions; and
b) Any relevant and applicable international convention(s) and/or conditions of carriage. You agree that the airline and/or transport company’s own conditions of carriage will apply to you on the relevant part of your 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 these terms and conditions form part of your Contract with us as well as with the those of the airline and/or transport company. The airline’s terms and conditions are available on request. Please note that strict time limits may apply for the notification to airlines for loss, damage and delay to luggage. We are regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these conditions of carriage or any conventions.
You can ask for copies of the conditions of carriage or the international conventions, from Hide and Seek.
When making any payment to you under this clause, we are entitled to deduct any money which you have received or are entitled to receive from the carrier and/or transport provider for the complaint or claim in question.
We cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees, or where we are responsible for them, our suppliers or (3) arises out of use of our services for special projects or research whether in connection with study, employment or otherwise or (4) is connected with any business (including any loss of earnings incurred by any client who is self-employed).
Overseas Safety Standards
It is the local laws and regulations of the country in which your claim or complaint occurred which will be used as the basis for deciding whether the services in question had been properly provided. This will be the case even if the services did not comply with the laws and standards of the UK which would have applied had those services been provided in the UK. Please note, it is your responsibility to show that reasonable skill and care had not been used if you wish to make a claim against us. Also bear in mind that standards of safety, hygiene, and/or quality may vary and, as such, the services and transport included in your tour may differ to the more stringent standards of the UK or your home country. Including for example, the absence of seatbelts on coaches contracted outside the UK as this is not always a legal requirement elsewhere.
Covid-19: Limitation of liability
We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from the UK FC&DO and the relevant government department of the country(ies) you are visiting and travelling through, where applicable
- Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances: If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.
If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:
a) Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by other suppliers);
b) If not everyone on the booking is affected, you will have the right to transfer your place on the holiday to another person nominated by you, subject always to the requirements of clause 4 (booking transfer);
c) Cancelling your holiday, in which case we will impose our standard cancellation charges as at the date of cancellation by you. You may be able to claim these costs back from your travel insurance.
If this happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you.
- You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday.
You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face- mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.
- TRAVEL DELAYS & CARRIAGE BY AIR
Should delays due to weather conditions disrupt your itinerary, additional costs may be incurred and these would be your responsibility. You will be assisted by the airlines in accordance with the airlines’ policy on delay. We cannot accept
liability for any delay which is due to unavoidable or extraordinary circumstances, or in the event you or anyone in your booking is disruptive, or anyone of the passengers on the flight are disruptive or fails to check in or board a flight on time.
Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. You are required to make any claim under this regulation directly with the airline, but if your airline does not comply with these rules you should complain to the Civil Aviation Authority on 0207 453 6424 https://www.caa.co.uk.
Where long flight delays result in lost holiday time, we are unable to offer any refunds for unused accommodation or other services as reimbursement will not be made by our suppliers in these circumstances, and hotel rooms are held for delayed arrivals and not re-let. We strongly recommend you have adequate insurance provisions in place to fully cover such eventualities.
Due to the nature of some of our holidays, we may recommend additional pre or post-tour nights at the destination to allow for delays due to ice, sea or weather conditions. Should you choose not to take this advice, then we cannot be held responsible or liable for any subsequent losses that you may incur and you should therefore ensure that you have adequate insurance provisions in place to cover such eventualities.
We are unable to guarantee that all parties will be seated together. With some airlines it is possible to request, or in some cases, reserve certain preferred seats on the aircraft (most airlines will make an additional charge for this). We are happy to assist with this but this is an additional service over and above your contractual arrangement for ‘carriage by air’ with the airline. Airlines reserve the right to make changes to any specific seat numbers for operational or safety reasons either before, or on the day of departure and you will be notified of any such change upon check-in. Where applicable, any additional charge made for pre-booking specific seats, will be refunded.
In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en
In accordance with EU Regulations we are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/the carrier are unable to offer you a suitable alternative, the provisions of point 5, “Cancellation and Variation by us” will apply.
We are not always in a position at the time of booking to confirm the flight timings, which will be used in connection with your flight. The flight timings shown in our brochure, on our website and/or detailed on your booking confirmation/invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets approximately 2 weeks before departure. You must check your tickets very carefully immediately on receipt to ensure you have the correct and up to date flight times. It is possible that flight times may be changed even after tickets have been despatched – we will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings, and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.
In accordance with EU legislation, we are required to draw your attention to restrictions concerning the import of food items which cannot be brought into the EU (including the UK), from outside the EU. For details please see http://ww2.defra.gov.uk/food-farm/food/personal-imports/ or contact this office.
It is a condition of booking with us that you obtain sufficient and adequate travel insurance for your holiday, effective from the time you make your booking with us. It is your responsibility to ensure that you have suitable adequate alternative travel insurance cover in place, and be satisfied that this fully covers your own personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you travel without adequate and suitable insurance cover, Hide and Seek Travel will not be liable for any losses or costs whatsoever that may arise as a result of your failure to do so. The cost of repatriation, medical and other treatment overseas can be extremely high and we are unable to assist in meeting any such costs. For some holidays you will be required to provide copies of your insurance documents. For Polar holidays you must obtain specialist cruise travel insurance, including cover for emergency repatriation, even if your ship provides cover for emergency evacuation. Most travel insurance policies do not cover activities which the insurers consider to be hazardous or risk activities. If you intend to take part in any such activities, you must obtain appropriate specialist insurance cover.
- SPECIAL REQUESTS & MEDICAL CONDITIONS / DISABILITIES
If you or any member of your party have any special requests, you must advise us at the time of booking. Although we will endeavor to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your booking confirmation/invoice 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. For your own protection, you should obtain confirmation in writing that a special request will be provided (where it is possible to give this) where it is important to you.
We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), you must tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops or worsens after your booking has been confirmed.
- COMPLAINTS & ASSISTANCE ON HOLIDAY
If you have any reason to be unhappy with any element of your holiday, we would ask you first to bring this to the attention of the person in charge of the relevant service, on the spot. If this is not possible please either contact our local representative or our UK office, using the number provided with your travel documents. It is essential that you do this to enable us to try and put matters right where possible. If a problem remains unresolved during your holiday please follow this up after your return home, ideally within 28 days in writing to Hide and Seek Travel giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint while on holiday we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking.
- YOUR FINANCIAL PROTECTION
We provide full financial protection for our package holidays.
Your Financial Protection. The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under its ATOL Franchise and The Package Travel and Linked Travel Arrangements Regulations 2018 for Hide and Seek Ltd. 5391, ATOL number 11477, and in the event of their insolvency, protection is provided for the following:
- non-flight packages;
- flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK; and
- flight inclusive packages, flight only and linked travel arrangements (LTAs) sold as a principal under the ABTOT ATOL Franchise.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with [Member name].
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
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.
The price of our ATOL-protected flight inclusive Packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.
We, or the suppliers identified on your ATOL Certificate or holiday itinerary, will provide you with the services listed on the ATOL Certificate or itinerary (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 or supplier 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 or supplier 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 or supplier. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder or supplier, in which case you will be entitled to make a claim under ABTOT.
If we, or the suppliers identified on your ATOL certificate or holiday itinerary, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder, alternative supplier or otherwise) for reasons of insolvency, ABTOT Limited may make a payment to (or confer a benefit on) you under its scheme. You agree that in return for such a payment or benefit you assign absolutely to ABTOT Limited 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 ABTOT ATOL Franchise scheme.
For further information visit the ATOL website at www.atol.org.uk or the ABTOT website https://www.abtot.com/
- DATA PROTECTION
Company Registration No. NI641974
Registered Office: 146 High Street, Holywood, Northern Ireland, BT18 9HS
Dated: 15 June 2022
What People Say
The personalised service provided was far beyond my expectations. A three week trip visiting four countries in Africa, multiple game reserves, wineries and much, much more was flawless. While a close encounter with a leopard and her cubs…
We got in touch after hearing about Hide & Seek from a friend. Have to say hats off to Jamie, he was so patient throughout, even through our indecisiveness! Ultimately we ended up with the most incredible holiday of our lives. Thank you again, we will be back!!
Thank you for arranging our Safari holiday in Kenya and Tanzania for us. It was to celebrate our 40th. Wedding anniversary which was on July 1st. 2018, and through your arrangements, we have had a holiday that we will never forget...
Margaret and Stephen
Thanks so much for a truly unforgettable once in a life time holiday. Hopefully we will be in touch again soon!
Nick and Sarah
Spot on in terms of itinerary . We not disappointed by any of the suggestions and had the best holiday ever! Thank you!
Jamie was very helpful throughout the booking process and recommended the perfect holiday. There was nothing we would change having now been out to Tanzania. I would highly recommend Hide & Seek to friends and relatives.
Jamie was excellent. Once I described what we wanted I knew he would come up with the business. ..and he did!!! 5 stars
We spoke to numerous travel agents over the period we looked at booking our honeymoon and only hide and seek gave me the confidence I was looking for. Really pleased with our decision.
Glen and Amanda Crawford
Hide and seek dealt with our last minute travel plans extremely well. Obviously, our accommodations shifted as availability diminished but ultimately they came up with a vacation that we will never forget.
Bob & Jen