TRADING CHARTER 1, BOOKING & DEPOSIT In order to confirm your booking, you must accept on behalf of yourself and all your party the terms of our fair trading agreement and enclose the appropriate deposit. The deposits are £30 per person on UK Holidays and £50 per person on European Holidays. Please note your deposit is non refundable. Some tours are advertised as payable in full where deposits will not be accepted. A 2% surcharge is applicable on ALL payments made by credit card. Upon booking a confirmation/invoice will be sent and the and the contract is made upon your receiving such. 2, PAYING THE BALANCE Your holiday balance must be paid at least 8 weeks before the holiday departure date. If you book within the 8 weeks period before the tour departs you must pay the full holiday cost at the time of booking. If the balance is not paid in time we reserve the right to cancel your holiday, retain your deposit and apply cancellation charges as set out in paragraph 4 ‘Cancellation of your booking by you’. 3, BOOKING AMMENDMENTS If after our confirmation has been issued, you wish to change to a different holiday or departure date in our brochure/website we will do our utmost to make the changes, provided that written notification is received at our office from the person who is the lead name on the booking, no later than the date on which the balance of the original holiday cost was due for payment. This must be accompanied by a payment of £10 to cover administration costs. Any alteration later than the original balance due date will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out in paragraph 4. 4, CANCELLATION OF YOUR BOOKING BY YOU You, or any member of your party, may cancel your holiday at any time, provided that the cancellation is made by the person who has made the booking; this must also be communicated to us in writing via our office. Depending on the date of cancellation and the departure date you will incur the retention of your deposit and additional cancellation charges will apply up to the maximum shown below. Period from departure date - up to 14 days 100%, 15 to 29 days 60%, 30 to 45 days 45%, more than 45 days you forfeit your deposit and insurance premium (if applicable). You will also forfeit the full amount of any theatre tickets purchased on your behalf as these are none refundable or exchangeable. 5, COMPLAINTS If you have a complaint during your holiday, firstly contact your driver/company representative on the tour who will do their utmost to resolve the problem immediately. If the matter cannot be corrected, put your complaint in writing, along with your booking reference number and departure date to our address within 28 days of the completion of your holiday. Yorkshire Rose Holidays, 25 Dodworth Road, Barnsley, South Yorkshire, S70 6DW. All complaints that are received are thoroughly investigated and customers are kept informed at each stage of the investigation. Sometimes the investigations can take time when awaiting a response from hoteliers. We can normally agree an amicable settlement of the few serious complaints we receive, if the complaint is found to be genuine. If a complaint cannot be resolved amicably between us, the matter will be referred to arbitration. 6, STATUTORY AUTHORITIES This brochure is issued subject to applicable acts of parliament and government regulations and the company reserves the right to modify itineraries to conform with requests from the competent authorities in the United Kingdom and any other state/country through which the tours run. 7, CONDITIONS OF CARRIAGE When you travel on an aircraft, train or ship the conditions of carriage of that carrier apply and are subject to national and international conditions that may limit or exclude liability. Your contract made under the terms of this fair trading agreement is subject to English law and jurisdiction. Some coach journeys are operated by vehicles other than those owned by Yorkshire Rose Holidays and the specification may be different to that detailed in this brochure. The Public Service Vehicle (conduct of drivers, conductors and passengers) regulations as amended 1990, apply to all coaches throughout any holiday in the UK. Yorkshire Rose Holidays’ conditions of carriage require that no person may be permitted to drink alcoholic beverages at any time aboard the coach. Failure to comply with this may result in the clients’ holiday being terminated. 8, OTHER TERMS On a holiday you may not: a) bring a pet or any other animal (other than guide dogs in the UK and EIRE only by prior arrangement) b) Play a radio/cassette player on a coach. c) Mobile telephones – for the comfort of other passengers we request the use of mobile phones is kept to a minimum while the coach is in motion. You are responsible for ensuring that you are at the correct departure point at the correct time, and we cannot be liable for any loss or expense suffered by passengers because of their late arrival at any departure point. 9, PASSENGER BEHAVIOUR Yorkshire Rose Holidays reserve’s the unconditional right to refuse a booking or terminate a clients’ holiday in the event of unreasonable conduct which in our opinion is likely to cause damage, destruction, distress, danger or annoyance to other clients, employees, property or to any third party. If you are prevented from travelling or continuing your holiday by such a termination, Yorkshire Rose Holidays responsibility for your holiday there upon ceases. Full cancellation charges will apply and Yorkshire Rose Holidays will be under no obligation for any refund, compensation or loss which may occur. You are responsible for ensuring that you are at the correct departure point at the correct time, and we cannot be liable for any loss or expense suffered by passengers because of their late arrival at any departure point. Excursions are normally included in the price of most holidays and refunds cannot be made for passengers not wishing to go on these excursions. Admission fees to buildings, grounds, museums etc are not included in the price of your holiday unless otherwise stated in this brochure. 10, HOLIDAY INSURANCE It is a condition of your contract with Yorkshire Rose Holidays that you should take out adequate insurance to cover you in the event of illness, personal injury or death during the course of your holiday. Due to new legislation from Jan 2009 Yorkshire Rose Holidays are unable to directly cover clients and advise the use of our insurance agent Gold Cover Insurance services at Gold Cover Travel Insurance Services Ltd, 35 Queens Road, Tunbridge Wells, Kent, TN4 9LZ. Tel 01892 615511. 11. PASSPORTS For all holidays abroad you will require a full 10 year passport. Please note some countries also require passports to be valid up to 6 months after your return to the UK. Certain non British passport holders may require a visa. Please note that it is your responsibility to ensure you are in possession of all required travel documents. 12. Lost Property Any items left on board our coaches, if found by our driver the item will be brought into our office 25 Dodworth Road, Barnsley, S70 6DW. Items will be stored for a maximum 4 Weeks from the date found after this said time they will be disposed of how we see fit. Perishables will be disposed of as soon as they are found. 12, HEALTH AND SAFTY In some foreign countries, standards of infrastructure, safety and hygiene may be less than what are used to within the UK. You should exercise greater care for your own protection. Under normal circumstances most Western European countries do not require visitors to be vaccinated. If you are not sure of health requirements of the country you are visiting you are advised to check with your own doctor well in advance of travelling. 13, BROCHURE DETAILS Every effort has been made to ensure that all details are correct at the time of going to print. The brochure is merely a guide for you to make your holiday choice and we cannot accept responsibility for changes that may occur. YORKSHIRE ROSE HOLIDAYS CUSTOMER PROMISE 1, THE PRICE OF YOUR HOLIDAY The price of your holiday is guaranteed and will not be subject to any surcharges except for those resulting from fuel costs, government action, including additional bonding or licensing requirements and VAT. In all cases we reserve the right to pass these amounts on in full. Holiday prices include all coach travel, hotel accommodation and meals as specified in the holiday description and VAT at the current rate where applicable. Morning coffee, afternoon tea and other refreshments are not included unless otherwise stated. Some hotels may make a small additional charge for any porterage and tea or coffee served after a meal. Gratuities to the hotel staff and driver/courier are discretionary. 2, IF WE CANCEL YOUR HOLIDAY It is necessary for there to be a minimum number of passengers on a tour in order for the tour to operate. In certain circumstances, therefore, we may have to cancel your holiday, and if this should occur we will return to you all moneis paid to us, or offer you a suitable alternative. However we will not normally cancel your holiday, a) immediately prior to the departure date unless you have not paid for your holiday in full. b) After the balance due date, except as a result of hostilities, political unrest or other circumstances amounting to force majeure, also including strike action. If we have to cancel your holiday at any time, Yorkshire Rose Holidays are liable only for any monies you may have paid to us at the time of cancellation. 3, OUR RESPONSIBILITY TO YOU We accept responsibility for ensuring that all component parts of your holiday as described in our brochure are supplied to you to a reasonable standard. If any such part is not provided in the advertised manner, we will pay you reasonable compensation unless the non-provision was due to circumstances which we could not predict and which were beyond our control such as adverse weather, road or traffic conditions. Please remember that some amenities (e.g. hotel lifts, swimming pools, etc.) require servicing and cleaning and may not therefore be available at all times. Some services may be affected by weather conditions and their availability is entirely at the discretion of the provider of the service. Entertainment provided by hotels is frequently subject to demand and its nature and/or frequency may be varied if there is a lack of demand or insufficient numbers staying at the hotel. The published running times of services are estimates only and we will not be liable for any loss (howsoever caused) arising from delay or failure to operate services in accordance with published timings. HOLIDAY INFORMATION 1, CHILD REDUCTIONS On most holidays, reductions are available for children aged between 2 and 14 providing the child shares a room with 2 full fare paying passengers, although there are some variations. Please enquire at the time of booking. 2, LUGGAGE We ask you to keep luggage down to one suitcase per person measuring no more than 26in x 8in x 15in and weighing no more than 33lb (15kg). In the interest of the health and safety of employees we ask clients to strictly observe the weight limit. Porter age facilities for suitcase’s which exceed this limit will be refused. A small holdall can be taken on board the coach. 3, WHEELCHAIRS / DISABLED PASSENGERS Wheelchairs must be flat folding due to space limitations. If you intend to take a wheelchair notification must be made to our office at the time of booking, or under the special requirements on the booking form so that necessary arrangements can be made to minimise discomfort. 4, SEAT ALLOCATION AND SPECIFICATION Seat requests can be made on most holidays when booking. However, since allocations are made on a first come, first served basis, early booking is advisable for preferred seats. There is a seating plan of the coach for each holiday, but it is possible that, on occasions, for operational reasons, a coach of different configuration may be used and we must therefore reserve the right to amend a seating plan and allocate seats other than those you have booked. We shall have no liability in relation to any such change of specification. Specific seats will not be allocated on feeder vehicles. 5, SMOKING All coaches are none smoking. Courtesy stops will be made on route. 6, TRAVEL DOCUMENTS Final documents will be sent approx 7-10 days prior to departure date. Certain documents, for example theatre or boat tickets, may have to be retained and your driver will then issue them to you on the tour departure date. 7, DIETARY REQUIEMENTS Any special dietary requirements must be specified under the special requests section on the booking form or at the time of booking. Hotels may charge an additional cost for this service. Any extra costs incurred must be paid to the hotel by you before the departure from the hotel. 8, SEAT BELTS New legislation has been introduced regarding the use of seat belts. It is now your responsibility to ensure your seat belts are securely fastened at all times whilst travelling. 9, CUSTOMS REGULATIONS Duty paid/free allowances are available to passengers over the age of 17 years (where applicable). It is the passengers’ responsibility to understand the current allowances. For a passenger(s) detained by customs officials for over-exceeding current allowances or disobeying the rules, the company will have no choice but to continue the journey and will accept no responsibility for travel or any other expenses incurred. 10, FINANCIAL SECURITY To ensure our clients are fully covered in the unlikely event of the insolvency of the company we have all clients funds entrusted within a clients account. This means any money paid to Yorkshire Rose Holidays is put directly into the account and cannot be retrieved by Yorkshire Rose Holidays until the completion of your holiday. Thus ensuring that 100% of all clients money is safe in the event of insolvency.