Travel With Matthew
Where Quality Is Remembered, Long After The Journey Has Ended
Terms & Conditions
OUR TRADING CHARTER
HOW AND WHEN DO I MAKE THIS CONTRACT WITH YOU?
You can make the contract in several ways. You can write to us, telephone, or book online. Whichever way you choose, the contract is made when your booking is entered onto our reservation system and we issue a confirmation of booking.
WHEN DO I NEED TO PAY FOR MY HOLIDAY AND HOW MUCH?
At the time of booking you will need to pay a non-refundable deposit for each person travelling. This deposit amount can vary on tours, and we will confirm for your chosen tour at the time of booking.
ACCURACY AND HOLIDAY PRICE
We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however occasionally changes and errors occur, and we reserve the right to correct prices and other details in such circumstances.
How Is My Money Protected?
In accordance with the Package Holiday Regulations all our customers are fully protected from the initial deposit, through to the final payment. In the event of insolvency, all money is held in a trust account of which details will be provided at the booking stage with our full terms and conditions policy.
CAN I CHANGE MY HOLIDAY ARRANGEMENTS?
After we have issued our booking confirmation, we will do our very best to accommodate any changes you may want to make, but we cannot guarantee to do so. Any changes must be notified to us in writing and signed by the lead name. If we can make the changes, an amendments fee of £15 per booking per occasion will be payable plus any additional charge(s) for the facilities requested. Any significant alteration after the balance due date will be treated as a cancellation of the original booking
CAN I TRANSFER MY BOOKING TO SOMEONE ELSE?
You can transfer your booking to someone else provided you give us reasonable notice. If you wish to make a transfer:
(a) the person you are transferring to must be able to satisfy all the conditions of the holiday.
(b) a change cannot normally be made less than seven days prior to departure.
(c) you must pay any outstanding balance payment along with an administration charge of £15 per booking for every transfer we make plus any reasonable additional costs caused by the transfer; and
(d) the person you are transferring to must agree to these booking conditions and all other terms of the contract between us.
You and the transferee remain jointly and severally liable for payment of all sums owed to us in connection with the booking. If you are unable to find a replacement, cancellation charges will apply in order to cover our estimated costs.
HOW CAN I CANCEL MY HOLIDAY?
Cancellation Before Departure:
You or any member of your party may cancel at any time, provided that the cancellation is made by the lead name and is communicated to our head office in writing. You will have to pay the cancellation charges to cover our estimated loss resulting from the cancellation. If you are insured against cancellation you may be able to recover the charges from your insurers. Your cancellation will take effect from the date when we receive written confirmation of your cancellation. You must also return any tickets or vouchers that you have received. A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy.
Cancellation By You Due To Unavoidable & Extraordinary Circumstances:
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.
SCALE OF CANCELLATION CHARGES.
Period before departure within which written cancellation of holiday is received:-
Time Before Departure Amount
42 Days + DEPOSIT
41-36 Days 30%
35-29 Days 45%
28-14 Days 70%
14 Days – Departure 100%
Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
Should the tour involve any entrance tickets, theatre tickets or event tickets these are strictly exchange only and no refunds are given.
WHAT HAPPENS IF YOU CHANGE MY HOLIDAY?
As we plan your holiday arrangements many months in advance, we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
Cancellation: We will not cancel your travel arrangements less than 7 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a travel arrangement is not reached.
Should the tour involve any entrance tickets, theatre tickets or event tickets these are strictly exchange only.
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “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’ s control. In events such as those listed above, we do not offer refunds in the method used to pay. Credit notes valid for a minimum of 6 months or transfer of tours to the next available date will be offered by our company to the booking. We are unable to offer any form of Compensation if our Contractual obligations are affected by any form of 'Force Majeure'.
We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (a) the acts and/or omissions of the person affected; or (b) the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or (c) Force Majeure (as defined in section 13).
We limit the amount of compensation we may have to pay you if we are found liable under this section: (a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
It is a condition of our acceptance of liability under this section that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) 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 (b) relate to any business.
We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this section, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, 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 back to your departure point.
WHAT DO I NEED TO DO IF I HAVE TO COMPLAIN?
If you have a complaint during your holiday you must inform the driver / representative as soon as possible to allow them the opportunity to resolve the problem. The driver has been supplied with a complaints receipt book / procedure and details of your complaint must be documented - you will receive a signed copy of the complaint form from the driver. If you encounter any problems with the hotel you must inform the hotel staff immediately to allow them the opportunity of rectifying the matter, in most cases these difficulties can be rectified on the spot. However, it is not possible to rectify any hotel problems (i.e. room, food or service) after you have returned from your holiday.
If your complaint is not resolved locally and you wish to complain further, please contact our Customer Services Team within 14 days of your return from the holiday at the following address: Complaints Coordinator, Travel With Matthew, 85 Victoria Street, Dowlais, Merthyr Tydfil, CF48 3RN
Please ensure that you adhere to our Complaints Procedure to assist us with our detailed investigation. We will try to resolve your complaint within 28 days and if this has not been achieved, we will contact you to tell you why.
There is a seating plan of the coach for each tour, but it is possible that on occasions, operational reasons will require a coach with a different configuration or in the case of tours with low passenger numbers - passengers from two coaches merged onto one coach. We therefore reserve the right to alter a coach seating plan and allocate seats other than those you have booked. N.B It is important that you are aware of this matter as seat numbers cannot be guaranteed to remain the same as stated on your initial invoice. However, we will endeavour to advise customers when a seat change is to be made. Requests for seats can be made on most holidays when booking but allocations are made on a first come first served basis, therefore, you are advised to book early. When your booking is confirmed you will be offered the next available vacant seat.
We want all our passengers to enjoy their holiday. However, you must remember that you are responsible for your behaviour and personal hygiene and the effect it may have on others. If you or any member of your party is abusive, disruptive or behaves in a way which in our reasonable opinion could damage property or cause damage or injury to others or affect their enjoyment of their holiday, we have the right, after reasonable consideration to terminate your contract with us. In the event of this happening we will have no further obligations or liability to you. The coach driver / representative or authorised official is entitled to refuse you boarding if in their reasonable opinion you are under the influence of drink or drugs or you are being violent, abusive or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges, if the refusal is on the return journey we have the right to terminate the contract and will have no further obligations or liability to you. If you are a group organiser (10+ passengers) you must complete and sign a group Disclaimer Form prior to travelling. This form can be obtained from our Travel Shop Advisors.
NO SMOKING POLICY.
We operate a strict no smoking policy on all our coaches this includes substitute/dummy cigarettes. Comfort stops are made en-route. The smoking policy of other carriers and suppliers will vary, but in the majority of hotels we use, there is no smoking in any of the guest bedrooms or public areas.
Travel Insurance Indemnity
We do not offer any any Travel Insurance in store, however when booking you are agreeing to undertake the relevant cover on behalf of yourself and all members of your party:
1. To arrange holiday insurance which provides comparable
2. Not to hold Travel with Matthew or the travel agent, responsible for any costs incurred by your party due to your failure to take out adequate insurance
3. To indemnify Travel With Matthew and the travel agent for any costs incurred by them due to your failure to take out adequate insurance cover.
Nothing in this agreement shall limit or exclude your statutory rights
Our coaches do NOT have any special fittings or lifts, therefore, we do ask that you are able to board and disembark our coaches safely and unaided. For your information, our drivers are not insured to physically assist passengers on and off any of our vehicles – this includes any size vehicle that is used for our Tours and feeder service. Any assistance offered by the driver and accepted by you is at your own risk.
We will accept lightweight wheelchairs for travel, subject to them being able to be folded and stowed away in the luggage hold of the coach. We regret that we are unable to take wheelchairs, which are over 15kg (33lb) in weight. We MUST be advised at the time of booking that a folding wheelchair is being taken on the trip. If you do not tell us you are taking additional items we may not be able to accommodate them. Some attractions and tours may not be suitable for the disabled or passengers with walking difficulties. Electric scooters can be hired at most of our chosen destinations however, if you wish to take your own, due to health and safety and weight issues please contact our reservation staff for further information and guidance.
If you require a special diet please tell us prior to booking or as soon as you are medically advised, if possible please send us a copy of the diet. We will notify the hotel(s) on your holiday but please note some hotels may not have facilities to cope with special diets and we cannot be held liable for their failure to do so. You should also detail any other requests - for example, low floor a particular room or location etc. we will pass your request to the relevant supplier but this does not necessarily mean that your request is definite. If a request can be fulfilled you may incur an extra charge, payable either to us or direct to the hotel. Please note that requests cannot be guaranteed unless we confirm on your booking confirmation that this is a guaranteed requirement.
Single occupancy of rooms when available may be subject to a supplementary charge and this will be advised at the time of booking. NB If you are charged a Single Room Supplement (SRS) it does not mean that your single room is of a better quality or larger in size to any other single room.
DATA PROTECTION ACT
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we, and your travel agent, need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as hotels, transport companies etc. The information may also be supplied to security or credit card checking companies, public authorities such as customs/ immigration if required by them, or as required by law. Additionally where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass information on to any person not responsible for part of your holiday arrangements. This applies to any sensitive information that you give to us such as details of any disabilities or dietary/ religious requirements. If we cannot pass this information on to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking you consent to this information being passed on to the relevant persons. Please note that where information is held by your travel agent, this is subject to your agent’s own data protection policy.
Your Holiday Price
Your holiday price includes, a) transport from any of our joining points specified in this brochure. b) Hotel accommodation and meals as specified in the individual holiday descriptions contained in this brochure, (the half board price on British and Continental holidays includes breakfast or continental breakfast and dinner, commencing with dinner on the first day and terminating with breakfast on the last day. except where otherwise stated), c) VAT at 20% where applicable, unless otherwise indicated in the holiday description, entrance fees, guide fees, sightseeing tours and optional excursions are not included in the holiday price. Some hotels may make a small charge for tea and coffee served after dinner. Gratuities to hotel staff and driver/couriers are not included and are discretionary. We reserve the right to increase or decrease holiday prices shown in this brochure but will not do so after your booking has been confirmed.
We insist that all passengers must keep luggage to a medium sized suitcase and weighing no heavier than 18kg (39.6lb), 2 suitcases for Cruises. In addition a small hold-all may also be taken on the coach. We reserve the right to refuse to carry any passengers exceeding the above limits and you will be asked to remove excess weight. Overnight bags can be used but any luggage left on coach is at your own risk and we cannot be held responsible for any damage or loss to your property. Please note that at some hotels, particularly on the Continent, porterage is not always available between the coach and the hotel. It is unlikely that luggage or personal belongings will be covered by your insurance if left unattended or in an empty vehicle overnight and you must therefore take all belongings with you at overnight stops. All luggage and belongings should be insured to full value and all personal items such as jewellery, cameras, watches etc, should be carried on the person. It is your responsibility to ensure that your luggage and belongings are loaded on to the coach on which you are travelling, especially at ports, interchange points and on leaving the hotels. We accept no responsibility if you leave or lose your luggage or your luggage gets damaged in transit.
If you need an extension for your seatbelt, please ask at the time of booking.
Routes shown in this brochure may have to be changed on occasion due to traffic conditions or for other reasons and in consequence it may not be possible to pass through all the places mentioned in an itinerary. Furthermore stops can only be made at a limited number of places according to the time available. Some excursion itineraries include the use of ferries and other forms of transport, which can be affected by inclement weather and may have to be cancelled, in such cases we will seek to provide a suitable alternative. Published running times of services are estimates which may be affected by circumstances outside our control. We reserve the right to change excursions or itineraries without notice when appropriate for operational reasons without compensation.
Child reductions are occasionally available, please ask your travel consultant for details.
Hotel and Meal information
Hotels have been carefully selected to provide clients with good value for money and range from smaller family owned hotels to large luxury hotels. On centred holidays a description of the main hotel is given in the holiday itinerary on the relevant brochure page. The onus is on the customer to ensure that the hotel, resort and itinerary are suitable for their needs. Almost all of our holidays include breakfast and dinner daily (half board) except where stated Set menus are usually provided on Continental holidays and on some British holidays. Please remember when travelling abroad that food served will vary from country to country and on occasions may be prepared and served differently from the way we are used to Breakfast on the Continent usually comprises rolls, butter, preserves and coffee although some hotels now provide a Continental buffet breakfast in Britain, English breakfast is usually provided. Please remember when booking that hotel standards do vary and that
HEALTH AND SAFETY ON HOLIDAY
Some tours in our brochure require average physical ability as there may be an element of walking involved. This does not imply other itineraries are suitable and Travel with Matthew will not accept liability for omissions. It is the responsibility of the client to check directly with our reservations department, Tourist Boards and suppliers to satisfy themselves of the suitability of the holiday itinerary prior to booking the holiday. In some countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. Further information can be obtained from your GP or from your travel agent who can provide you with the leaflet “Health Advice for Travellers” published by the Department of Health.
PICK UP POINTS, ITINERARIES, TRAVEL DOCUMENTS, PASSPORT AND EXCURSIONS.
You are responsible for ensuring that you are at the correct departure point at the correct time, with the correct documents and we cannot be held liable for any loss or expense suffered by you or your party because of an incorrect passport or late arrival at the departure point.
Approximately one week prior to departure we will send you or your booking agent a travel ticket with confirmation of your pick-up point and new time if changed and all the necessary colour coded labels so that you receive them in good time for your holiday. Certain travel documents may have to be retained by us, your driver/courier will then issue them to you at the relevant time, and if you lose a travel document after it has been issued to you we will require you to meet the direct cost charged by the carrier/supplier for the issue of a duplicate or replacement.
If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of six months after your scheduled date of return. Non-UK citizens must seek passport and visa advice from the consulates of the countries you plan to visit prior to making a booking for one of our holidays. The name on the passport must match the name on the ticket. If someone in your party changes name after the booking is made, you must tell us immediately so that we can issue the ticket in the new name.
Travel with Matthew. Reserve the right to modify itineraries at their discretion. Drivers regulatory hours or to conform to requests from the competent Authorities in the United Kingdom and/or any other sovereign state through which the tour will operate.
Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. Admission fees to buildings, grounds etc. are not included in the price of the holiday unless otherwise stated on the relevant brochure page. Travel with Matthew reserve the right to return home earlier than stated on itinerary due to unforeseen circumstances, or operational reasons, without prior notice.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. 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
WHAT HAPPENS IF I AM DELAYED?
Your travel insurance may cover you for some delays. In addition where you are delayed for more than six hours in any one day, we will seek to minimise any discomfort, and where possible, arrange for refreshment and meals. Travel with Matthew reserve the right, in the unlikely event of a coach breaking down, to replace the tour coach with a standard coach.
When do I pay-
At the time of booking we take a £35.00 or £50 Deposit, Remaining balance is due 8 weeks prior to travel.