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Terms and conditions

Suppliers - Terms & Conditions

Travel Counsellors - Terms & Conditions

Travel Counsellors Dubai LLC acts as agent to the suppliers (eg. the accommodation providers, the airlines, the car hire companies, the tour operators) with whom you book. Consequently each supplier's terms and conditions will apply to your booking and copies are available upon request.

1. Booking and Confirmation

1.1 By making a booking, the first named person on the bookings agrees on behalf of all persons detailed on the booking that he/she:

a) has read these booking terms and agrees to be bound by them;

b) consents to our use of personal data in accordance with our privacy policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements); and

c) is over 18 years of age at the time of booking 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; and

d) accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

1.2 A booking is made when a) you tell us that you would like to accept our written or verbal quotation; b) you pay us a deposit (or full payment if you are booking within 90 days of departure); and c) we issue you with a booking confirmation. Please note that the booking and your contract will be with the supplier/principal in question and they will issue a booking confirmation. Your booking contract will be made up of these booking terms, our privacy policy and any other written information we brought to your attention before we confirmed your booking. Until your booking has been confirmed by us or the supplier/principal in question, no contract has been formed. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion.

1.3 Please check immediately that all names, dates, timings and other details on any documents we send to you are correct and that the names stated are the same as in the relevant passport. If you believe that any details on any document are wrong, you must advise us immediately as changes may not be possible later and may incur charges. It may harm your rights if we are not notified of any inaccuracies in any document as soon as possible. Any changes to these details that are not as a result of an error on our part may incur an additional charge.

2. Payment

2.1 The balance of the cost of your arrangements (including any applicable surcharge) is due prior to scheduled departure, unless you are otherwise notified in writing. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case cancellation charges will become payable. We will notify the supplier/principal that payment has not been received and they may cancel your booking and charge the cancellation fees set out in their booking conditions.

2.2 Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us will be held by us on behalf of the supplier/principal concerned until such time as we make payment to the supplier/principal in accordance with our agreement with them.

3. Special Requests

3.1 If you have any special requests (for example dietary requirements or room location), please let us know at the time of booking. We will pass on all such requests to the relevant supplier, but we do not guarantee that they will be met, and we will have no liability to you if they are not. We regret that we cannot accept any conditional bookings (i.e. any booking which is specified to be conditional on the fulfilment of a special request).

4. Insurance

4.1 Adequate travel insurance is a condition of your contract with either us or the supplier/principal in question, as applicable. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you were to travel without adequate insurance cover, we will not be liable for any losses howsoever arising.

5. Accommodation Ratings and Standards

5.1 Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation/arrangements. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

6. Disabled Clients

6.1 We will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your booking, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. You must also promptly advise us if any medical condition or disability which may affect your trip, cruise or flight, develops after your booking has been confirmed, in case the arrangements made are no longer suitable.

7. Pricing and Service Charges

7.1 Pricing:

We reserve the right to amend the price of unsold arrangements any time and correct errors in the prices of confirmed arrangements.

8. Amendment, Cancellation and Transfer of bookings by you

8.1 If you wish to amend, cancel or transfer the whole or any part of your booking after a confirmation has been issued, you must inform us in writing, by email as soon as possible. This should be done by the first named person on the booking. Cancellation notices will take effect at the time we receive them.

8.2 Amendment:

Whilst we will do our best to assist, we cannot guarantee that we or any supplier/principal will be able to meet any requested change. Where we or any supplier/principal can meet a request, all changes will be subject to any applicable terms and conditions of a supplier/principal and the payment of an administration fee of £50 per person per change, as well as any further cost we incur in making the change such as increases levied by the airline, cruise line or any other supplier used to fulfil your reservation. 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. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you.

8.3 Cancellation:

In the event that you wish to cancel, you will have to pay the cancellation charges imposed by the supplier/principal and detailed in their terms and conditions.

9. Amendment or Cancellation by us or the supplier/principal

As we and supplier/principals plan your holiday arrangements many months in advance, we and they may occasionally have to make changes to or cancel your booking.

9.1 Amendment by a supplier/principal: We will inform you of any changes or cancellations made by a supplier/principal as soon as reasonably possible. If the Supplier/Principal offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the Supplier/Principal is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them.

10. Our Responsibilities to you

Your contract is with the supplier/principal and its terms and conditions apply. As agent, we accept no responsibility for the actual provision of the travel arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we have earned on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises because of our negligence.

11. Force Majeure

11.1 Except where otherwise expressly stated in these booking terms we will not be liable or pay you compensation if our contractual obligations to you are affected by "Force Majeure". For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control.

11.2 Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

12. Behaviour and Conduct

12.1 All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made, and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.

12.2 We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

13. Passports, Visas and Health

13.1 All passengers should be in possession of a valid 10 year passport which must have at least six months validity beyond the return travel date.

You will be required to inform Travel Counsellors at the time of your enquiry of your nationality as shown on your passport in order for us to source the correct visa information for you.

Please ensure when making a late booking that you have enough time to obtain replacement passports and any necessary visas if required. It is your responsibility to ensure you have the correct passport and visa documentation in good time. Neither we nor the suppliers used to provide your travel arrangements will accept any responsibility if you are unable to travel because you have failed to comply with any passport, visa or immigration requirements.

13.2 It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your trip. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change, and you must check the up to date position in good time before departure

13.3 We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

15. Law and Jurisdiction

15.1 These booking terms and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only.

16. Complaints

16.1 If you have a problem during your holiday, by please inform the relevant supplier (e.g. your hotelier) immediately who will endeavour to put things right. If the supplier cannot resolve the problem to your satisfaction, you must also contact Travel Counsellors and we will forward your complaint to the relevant supplier/principal for resolution. We will liaise between you and the supplier/principal if needed but we will have no liability to you for any refunds or compensation.

17. Delays, Missed Transport Arrangements & other Travel Information

17.1 If you or any member of your party is subject to a delay, misses your flight or other transport arrangement, or your transport arrangement is cancelled, you must contact us immediately. You must also contact the airline for other transport supplier concerns immediately.

17.2 We cannot accept liability for any delay which is due to any of the reasons set out in the Force Majeure clause of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).

17.3 The carrier(s), flight timings and types of aircraft detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you electronically as soon as possible. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched, we will contact you as soon as we can to let you know.

 

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