Terms and Conditions - Cyprus Premier
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Cyprus Premier Terms and Conditions

Your contract is with Cyprus Premier Holidays Ltd

1. Your Holiday Contract

When you make a booking you undertake that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. When a booking is made, the 'lead name' on the booking guarantees that he or she has the authority to accept and does accept on behalf of the party the terms of these booking conditions. After we receive your booking and all appropriate payments, at which time you will be given a unique booking number, we will issue a confirmation invoice. A contract will exist as soon as your booking is confirmed and an invoice is issued to the 'lead name' or your agent’s name This contract is made under the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

The contractual terms of this holiday contract apply between you and us because you have chosen a Package Holiday with us (hereinafter referred as ‘holiday’) which is a package within the meaning of The Package Travel, Package Holidays and Package Tour Regulations 1992.

2. Your Financial Protection - ATOL 9345

We provide full financial protection for our package holidays. 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. For further information visit the ATOL website at www.atol.org.uk

3. ABTA

We are a voluntary Member of ABTA, membership number Y2916.  We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs.  The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking.  Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences.   The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA/IDRS Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com

4. Your Holiday Price

1) We try to ensure that the most up to date and correct prices are shown on our website and in our brochure and we reserve the right to alter the prices of any of the holidays shown prior to your booking. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.

2) When you make your booking you must pay a non-refundable deposit of starting from £99 per person. The exact amount of deposit will depend upon the holiday that you choose and the season that you are travelling. We will require a deposit and or pre payments in order to confirm your travel arrangements. Higher deposits or flight balance may be due at the time of booking for certain flights/airlines and may be non-refundable (please enquire at time of booking). Certain holiday packages may also require full non-refundable payment at time of booking. The balance of the price of your travel arrangements must be paid at least 8 weeks before your departure date. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements and we shall retain your deposit. There is no debit or credit card fees when booking your holiday, unless otherwise notified at the time of payment that there has been a change in this rate.

3) Changes in transportation costs (including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports) and exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure. In such cases we will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

5. Price changes, Pricing and Factual Accuracy

a) Every attempt has been made to ensure the accuracy of pricing and factual information presented in our brochure or on this website. However, prices are subject to change without notice, and rare pricing errors may occur in our brochure or on this website. Similarly, inadvertent factual errors may occur. Cyprus Premier Holidays Ltd will not be held responsible for such errors. However, we will take prompt action to correct any errors that are brought to our attention. We will not be held responsible for claims regarding, price changes and brochure and factual accuracy unless our customers do notify us immediately after the booking and/or during their holidays.

b) The prices of holidays and accommodation shown in our brochures and on our web-site are valid for UK passport holders and our suppliers do reserve the right to charge their local rates, should you fail to check in to your accommodation with a valid UK passport.

c) The prices of rooms shown in our brochures and on our web-site are generally based on the lowest room category for each of the properties that we feature unless otherwise specified in the pricing.

d) Please ensure that you have read and understood the conditions of the ‘special offers’ applicable to your holiday. Some may require additional payments to be made locally direct to the property or may involve room upgrades that cannot be confirmed until your arrival. Special offers can be withdrawn or amended at any time.

Terms are subject to change without notice. Applicable terms are those published on our website at the time of booking.

6. 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 or your travel agent. You will be asked to pay an administration charge of £50 per change and any other further costs we incur in making this alteration.  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.

Most airlines treat name changes(including initial changes), destination and date changes and flight time and/or flight changes as cancellations regardless of the notice period given to us, so if you make changes after your flight has been booked, you will have to pay for the cancelled ticket and buy a new ticket at full cost. If any of the suppliers treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of that element of your booking. We will not be offering refunds for passengers not travelling or for unused services in such cases.  Certain other travel arrangements (e.g. Apex Tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. The rest of your booking will be subject to our normal cancellation charges as detailed below.

All the requests for amendments and changes to booked holidays shall be made by the lead passenger only in writing to our customer services team via e-mail: amend@cypruspremier.com

7. If You Cancel Your Holiday

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices and written a written confirmation should be sent to our customer services team via email: cancel@cypruspremier.com. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in accordance with the table below.  Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Please note your booking deposit my increase or there may be a charge payable for some accommodation, holidays or flight bookings where it is necessary to secure specific facilities with full payment at the time of booking.

 

If You Cancel Your Holidays
Period before departure within which written notice of cancellation is received by us

More than 56 days                         

56 to 31 days                  

30 to 21 days                    

20 days to 0 days                            

Amount of payment due to us

 

Deposit

60%

85%

100%

8. If We Change or Cancel Your Holiday

It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 6 weeks before your departure date, except for reasons of force majeure or health and safety related matters or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us if available. If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause.

In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer.  Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of London Airport (i.e. Stansted, Luton, Heathrow or Gatwick), change of aircrafts, change of airport waiting times, change of local transport facilities, change of accommodation to another of the same or similar standard.

Force Majeure - We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, health and safety issues, unavoidable technical problems with transport.

If we make a major change to your holiday, we will inform you or your travel agent as soon as is reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:

IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY
Period before departure within which change is notified to you

More than 42 days                        

29 to 42 days                   

15 to 28 days                  

1 days to 14 days                            

On departure date or in resort                   

Amount you will receive from us for each full fare paying passenger

No Compensation

£10

£15

£20

£40

9. If You Have A Complaint

If you have a complaint or problem you must inform the hotel/resort, tour company or vehicle supplier immediately and our local representative and our customer services team as soon as possible in order that they have the opportunity to put things right. If your complaint or problem has not been resolved to your complete satisfaction, please either call one of our UK travel centres or send an email to customerservices@cypruspremier.com so that we are given the opportunity to assist. If you fail to follow either of these procedures, your right to compensation may be affected, as we will have been deprived of the opportunity to rectify the problem.  If your complaint is not resolved during your holiday, please follow this up within 28 days of your return home by writing to our Customer Services Department at Cyprus Premier Holidays Ltd, giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative without delay and complete a report whilst in resort.  If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 3 above on ABTA.

10. Our Liability to You

We ensure to use reasonable skill and care in the performance of our contractual obligations, subject to and in accordance with these terms and conditions. The services and facilities included in your holiday will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply.

We will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.  Please be informed that North Cyprus in not part of EU and all local building regulations and laws do not include compulsory step free access and/ approved architectural standards are not always compatible with UK standards and laws. We will not be responsible for any injury, illness, death, loss, damage, expense, cost or other claim of any description whatsoever which results from the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party OR the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable or ’Force Majeure’

Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of twice the cost of your travel arrangements. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

These terms are incorporated into this contract; and any relevant international convention, for example the Montreal Convention in respect of travel by air, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions Where any claim or part of a claim involving death or personal injury is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Montreal Convention as amended for international travel by air and/or for airlines with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability for national and international travel by air, the Athens convention for international travel by sea). Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we will not be obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

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 clause 8. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061 www.auc.org.uk

11. Insurance

It is a condition of booking your holiday with us that you immediately take out relevant travel insurance with an adequate amount of cover for your chosen holiday.  This is your responsibility and it will not be checked by us.  If you chose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising.

12. Special Requests

Any special requests must be advised to us at the time of booking, e.g. diet, room location, a particular facility at a hotel etc.  Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled.  The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to our suppliers is not confirmation that the request will be met.  Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us in writing.

13. Building Work

Northern Cyprus permits building work by law and we cannot legally prevent this.  If disruption in your resort is severe we shall offer you an alternative Cyprus Premier Holidays accommodation of the same or similar standard at no extra cost, subject to availability. We will not accept any liability should you fail to notify us as soon as the building work disturbance comes to your notice.

14. Prompt assistance in resort

If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

15. Passport, Visa and Immigration Requirements

Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. A full and valid passport is required for destinations we feature (including children) and Visas may be required at different destination airports. Requirements may change and you must check the up to date position in good time before departure. 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 consulate or Embassy of your landing destination airport in which you are intending to travel, prior to booking. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

16. Excursions

Excursions, tours, activities or other events that you may choose to book or pay for whilst you are on holiday are not part of your package holiday or a holiday facility provided by us and these terms and conditions do not apply. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.  Please note that this position also includes all hazardous activities including golf.

17. Brochure & Website Accuracy

The information in our brochure and on our website is based on our appraisals and on information supplied to us by our airlines, hotels and tour suppliers and has been checked to ensure that it is accurate at the time of going to print. However because we do not own or control the airlines, hotels and ground operations, changes can and do occur from time to time and may be made without any advance notification from our suppliers.

Our holidays are planned many months in advance of brochure production and may not reflect the true situation at the time you are on holiday.  Hoteliers and suppliers may withdraw or change a facility temporarily or otherwise, for local reasons, some of the outdoor facilities may not be open early or late in the season or in the winter or some indoor facilities may be kept closed in the summer.  Some advertised amenities including sports facilities may carry a local charge.  Some facilities may be curtailed as some may be improved.  These are beyond our control.  When we are told of any significant changes we will let you know before you travel.

The brochure and website are our responsibility as your tour operator. They are not issued on behalf of, and do not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.

Accommodation Classifications for our brochure & website reflects our own unique style of classification to grade the overall experience of the property, taking into consideration the standard of accommodation, facilities and service. Classifications are unique to a destination and can reflect local or regional variation in quality and service. Our classifications are for your guidance only and do not mirror any international “star rating” system. In each case the full description of the property should be read in conjunction with the classification indicated.

18. Conduct While Travelling

We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb or put any other traveller or our staff or agents in the UK or resort in any risk or danger, on the telephone, in writing or in person. If the Captain of your flight or any of our resort staff or agents believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements, restrict your movements on board, disembark you from aircraft or remove you from your accommodation or excursion. If you are disruptive and prevented from boarding your outbound flight in the U.K. we will treat your booking as cancelled by you from that moment and you will have to pay full cancellation charges. If this occurs abroad you will then you will become responsible for your own return home and any other members of your group who will not or cannot travel without you. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for damages, costs or expenses

19. Disabilities and Medical Requirements

We are happy to guide and assist you in choosing the right holiday for your taste and your needs. As some of the overseas accommodation and resorts and airports featured may lack facilities, such as ramps for wheelchairs, lifts etc, it is important that, when booking, you advise us of any disabilities and special requirements to make sure the holiday meets your specific needs. If full details are given at the time of booking and if we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking when we become aware of these details. For further assistance, please call our Customer Services team on 0800 170 0167.

20. Data Protection Policy

Cyprus Premier Holidays Ltd is a data protection controller for the purpose of the Data Protection Act 1998.  It is necessary for us to collect certain personal details from you to ensure your booking is processed correctly and your travel arrangements meet your requirements.  These will include, where necessary, the names and address of party members, credit/debit card details or other payment details, telephone contact details and special requirements such as those relating to any disability, dietary or medical condition which may affect the holiday arrangement.  If we do require additional personal details, we shall advise you before we obtain these from you.

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