Applies to tours departing on/after 16th November 2022 until further notice

We are TML Travel Group Ltd. References to "you" and "your" in this trading charter means all persons on the booking (including anyone added or substituted at a later date). "We", "us" and "our" means TML Travel Group Ltd. A ‘package’ and ‘lack of conformity’ have the same meaning as in the Package Travel and Linked Travel Arrangements Regulations 2018.

1. CONTRACT: These are the terms on which we will make a booking for your travel or holiday requirements. If you have booked a package, you will receive standard information about your package arrangements and details of their main characteristics before a binding agreement comes into existence. That information, the ‘General Information’ (below or attached) this trading charter, our privacy policy (found on our website or a written copy can be supplied on request), along with any other written information we brought to your attention before we confirmed your booking form the basis of your contract with us in connection with the travel arrangements making up your booking (the ‘arrangements’). Please read all that information carefully as it sets out the scope of our agreement as well as our respective rights and obligations. By making a booking, you agree to be bound by all of them. You must be 18 years old at the time of booking and possess the legal capacity and authority to act and participate as the lead name on the booking. We will only deal with the lead name on the booking in all correspondence.

If you did not see this trading charter before you made your booking and you are not happy to proceed with the booking now that you have seen it please return all documentation to us or the travel agents through whom you booked within 7 days of receiving this charter. Your booking will be cancelled and your monies will be returned in full, provided you have not commenced your travel.

The key terms of our agreement are:-

Key terms

1. You will enter into a binding contract with us when we issue a confirmation invoice. If you then cancel your arrangements, you will be required to pay cancellation charges. Initially this will be the deposit you paid to secure your arrangements, but after you’ve paid the balance of the price of your arrangements, these charges will increase up to 100% of the cost of them;

2. You can make changes to your confirmed arrangements in certain circumstances. We will make a charge for processing these changes;

3. We or any supplier(s) may make changes to and cancel your confirmed arrangements but we will pay you compensation in certain circumstances if we do so;

4. We or our supplier(s) are responsible for making sure your confirmed arrangements are not performed negligently but there are some limits on and exceptions to this.

Accuracy of information and booking errors

We endeavour to ensure the accuracy of all the information and prices in our advertising material. However, occasionally changes and errors do arise and we reserve the right to correct them in such circumstances. You must check the current price and all other information relating to he arrangements that you wish to book before your booking is confirmed. We will not be liable for booking errors which are attributable to you or which are caused by unavoidable and extraordinary circumstances as defined in clause 8.

Our trading charter is 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 live there and wish to do so.

A binding agreement for your arrangements will come into existence between you and us when we issue a confirmation. Please check all details on the confirmation (or any other document issued) immediately on receipt. It may not be possible to make changes to your arrangements later so you should notify us of any inaccuracies in any documentation within ten days of our sending it out. It may harm your rights if you don’t.

2. PAYMENT - At the time of booking you will need to pay a deposit for each person named on the booking, which is as follows:

DEPOSIT PAYMENTS

Where optional items are purchased as part of the tour package these are payable on balance due except where items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date notified to you and will not normally be refundable unless we obtain a refund from the supplier we use.

The balance must be paid 35 days before the departure date for all overnight breaks.

If you book within these balance due periods you will need to pay the total holiday cost at the time of your booking.

If you do not pay the outstanding balance for your holiday on or before the date when it is due we may cancel your booking and you will be required to pay the cancellation charges detailed below in clause 6. The date of cancellation will normally be the date you confirm in writing that you intend to cancel or 15 days after the balance due date, whichever comes first.

3. INSURANCE

It is a condition of our agreement that you are covered by adequate travel insurance for your arrangements. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues, and repatriation in the event of accident or illness. Details of a policy suitable to cover your arrangements are available by contacting us. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.

4. THE COST OF YOUR ARRANGEMENTS:

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

We will not be liable for booking errors which are attributable to you or which are caused by unavoidable and extraordinary circumstances as defined in clause 8.

Once your arrangements have been confirmed to you by our confirmation invoice then subject to other clauses in these terms and conditions, the price will not change.

5. SPECIAL REQUESTS, DISABILITIES AND MEDICAL CONDITIONS:

If you have any special request, you must advise us at the time of booking. We regret we cannot guarantee any request will be met. Confirmation that a special request has been noted is not confirmation that it will be provided. All special requests are subject to availability. If we are able to specifically confirm a special request or requirement, we will do so on our confirmation but where requests or requirements have not been so confirmed in writing on our confirmation, a failure to meet them will not be a breach of contract on our part. We will give you information about

whether the arrangements you have chosen are generally suitable for persons with reduced mobility but if you or any member of your party has any precise medical problem or disability which may affect your chosen arrangements, please provide us with full details before we issue our confirmation. We will only provide precise information on the suitability of the trip or holiday taking into account your needs if you specifically request us to do so. Acting reasonably, if we are unable to properly accommodate your needs, we will not confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details. Cancellation charges in accordance with clause 6 will apply.



6. CANCELLATION and AMENDMENT BY YOU:

If you wish to make any changes to your arrangements after they have been confirmed, including if you wish to cancel all or some of them, you must inform us in writing as soon as possible. Your notice requesting a change or cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it. We can’t guarantee that changes can be met, although we will do our best to assist. Since we incur costs in cancelling or changing your arrangements, all such changes and cancellations will be subject to the charges set out below. Where we are unable to assist with making a requested change, and you do not wish to proceed with the original booking we will treat this as a cancellation by you.

If we are able to make the changes an amendment fee of £10.00 per person with a maximum charge of £25.00 per booking will be payable plus any additional charge for the facilities requested. Any significant alteration after the balance due date will be treated as a cancellation of the original booking and will be subject to the cancellation charges detailed below. A significant alteration would include a change of departure date, holiday or hotel, or number of people travelling.

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 of rooms.

Scale of Cancellation Charges

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. Please ensure that your insurance policy covers the total cost of your holiday for cancellation purposes.

If your arrangements are a package and if any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements, including an agreement to these booking conditions) providing we are notified in writing not less than seven days before departure and you pay an amendment fee and meet all costs and charges incurred by us and/or incurred or imposed by us or any of our suppliers. Both you and the person to whom you would like to transfer your arrangements shall be jointly and severally liable for the payment of any balance due and for any additional fees, charges or other costs arising from the transfer. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

You may cancel your package arrangements in the event that circumstances amounting to unavoidable and extraordinary circumstances (as set out in clause 8) occur at the place where your arrangements are due to be performed or its immediate vicinity. In this event you will receive a refund of any payments made if the performance of your arrangements will be significantly affected by the unavoidable and extraordinary circumstances but

this is the maximum extent of our liability and we regret we cannot meet any other expenses or losses you may incur as a result.

7. CANCELLATION and AMENDMENT TO A PACKAGE(s) BY US:

Where we refer to a ‘price reduction’ in this clause, we mean (in relation to packages only) that we will give you an appropriate reduction in the price you paid for the arrangements affected for any period during which there was lack of conformity, (unless that lack of conformity is attributable to you).

Where we refer to ‘compensation’, (in relation to packages only) we will pay you appropriate compensation without undue delay for any damage which you sustain as a result of any lack of conformity. Compensation and price reductions are always subject to the limitations and exclusions in section B of clause 9.

Because we plan your arrangements many months in advance, in some circumstances we must reserve the right to make changes to them and cancel them.

Changes and cancellations to our packages before departure

Most changes will be insignificant. If we make an insignificant change to the main characteristics of our package arrangements we will notify the change to you as soon as reasonably possible before your departure but we will not notify you about any other insignificant change. We will have no other responsibilities to you in respect of any insignificant changes.

Occasionally, we have to make a significant change. A significant change is one where we or our suppliers significantly alter any of the main characteristics of your arrangements. Examples of significant changes include the following changes when made before departure;

a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away;

a change of outward departure time resulting in the overall length of time you are away being reduced by twenty four hours or more.; or a change of UK departure point to one which is substantially more inconvenient for you.

Where we or our supplier can no longer fulfil any special requirements that we have accepted and confirmed on our confirmation invoice and this will have a significant impact on your arrangements.

Where we increase the price of your arrangements by more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services).

If we have to make a significant change or cancel before departure, we will contact you as soon as possible and if there is time to do so before departure, we will offer you the choice of the following options:-

i (for significant changes) agreeing to the changed arrangements,

ii accepting the cancellation or terminating the contract between us and receiving a refund (without undue delay) of all monies paid; or

iii accepting an offer of alternative arrangements of comparable standard from us, if available.

(In the event that any proposed change or alternative offered results in a reduction or increase in the price you have agreed to pay or an increase or decrease in the quality of arrangements we have agreed to provide, we will also notify you of any price reduction or additional amount due).

You must notify us of your choice within 7 days of our offer. If you fail to do so, we will contact you again, re-iterating the above choices and sums payable or refundable and if you again fail to respond within 7 days, we may terminate the contract and refund all payments made by you without undue delay.

Where you choose to accept a cancellation or terminate your arrangements following our notification to you of a significant change, we will pay you a refund of all monies paid without undue delay and subject to the following exceptions we will where appropriate give you a price reduction or pay you compensation subject to the limitations and exclusions in section B of clause 9.

We will not pay you compensation where:-

i) we make a significant change or cancel before you have paid the final balance of the cost of your arrangements;

ii) we make a significant change or cancel as a result of unavoidable and extraordinary circumstances as set out in clause 8;

iii) we cancel your arrangements no later than 20 days before they are due to start because the minimum number of participants to run them has

not been reached.

We will not pay you compensation and the above options will not be available where:-

i) we make an insignificant change;

ii) we cancel as a result of any failure by you (including a failure to make payment in accordance with these terms);

iii) where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.

Changes and cancellations to our packages after departure

If we become unable to provide a significant proportion of our package arrangements after you have departed, we will try to offer you suitable alternative arrangements of, where possible, equivalent or higher quality than those specified in the contract. If the alternative arrangements we make are of a lower quality than those you originally booked, we will give you a price reduction. You may reject the proposed alternative arrangements only if they are not

comparable to what we originally promised to provide or if the price reduction we offer is inadequate.

Where we are unable to make suitable alternative arrangements or you reject the proposed alternative arrangements in accordance with the paragraph above, where appropriate, we will give you a price reduction and/or compensation subject to section B of clause 9. Where our original agreement included return transport we will also provide you with equivalent transport back to your place of departure without undue delay or additional cost. Where we are unable to ensure your return as agreed because of unavoidable and extraordinary circumstances defined in clause 8, we will bear the cost of necessary accommodation if possible of equivalent category for a period not exceeding (a) 3 nights per traveller (exceptions apply in respect of persons with reduced mobility and people travelling with them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we have been notified of their particular needs at least 48 hours before the start of the package); or (b) where a different period is specified in any passenger rights legislation applicable to the relevant means of transport for your return, for the period specified in that legislation.



8. UNAVOIDABLE AND EXTRAORDINARY CIRCUMSTANCES:

Except where otherwise expressly stated in these booking conditions we will not be liable or give you a price reduction or compensation if our contractual obligations to you are affected by unavoidable and extraordinary circumstances beyond the control of the party who seeks to rely on them which we or the supplier(s) of the service(s) in question could not avoid even if all reasonable measures had been taken. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute unavoidable and extraordinary circumstances.

9. OUR RESPONSIBILITY TO YOU:

Where we refer to a ‘price reduction’ in this clause, we mean (in relation to our packages only) that we will give you an appropriate reduction in the price you paid for the arrangements affected for any period during which there was lack of conformity, (unless that lack of conformity is attributable to you).

Where we refer to ‘compensation’, (in relation to our packages only) we will pay you appropriate compensation without undue delay for any damage which you sustain as a result of any lack of conformity. Compensation and price reductions are always subject to the limitations and exclusions in section B of this clause 9.

A. Our responsibilities differ according to what you have booked:

In relation to bookings of our packages

We accept responsibility as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018. Subject to these booking conditions, if we or our suppliers fail to arrange or perform your arrangements in accordance with our agreement, we will remedy any resulting lack of conformity. If that is impossible or entails disproportionate costs (taking into account the extent of the lack of conformity and the value of the arrangements affected), we will instead pay you compensation subject to clause B of this clause. 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.

Please note that it is a condition of our acceptance of the responsibility above that you inform us and the supplier concerned without undue delay of the lack of conformity you perceive; and allow us a reasonable period in which to remedy it.

In relation to all other bookings

We have a duty to select the suppliers of the services making up your booking with us using reasonable skill and care. Except as stated otherwise in these terms, we have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers using reasonable care and skill, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

B. Limitations of responsibility

In these terms and conditions, our responsibilities are and payment of compensation is limited as follows:-

We will not be responsible or pay you compensation for any lack of conformity injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

(a) the act(s) and/or omission(s) of the person(s) affected;

(b) the act(s) and/or omission(s) of a third party unconnected with the provision of your arrangements and which were unforeseeable or unavoidable; or

(c) Unavoidable and extraordinary circumstances as set out in clause 8.

We will not be responsible or pay you a price reduction or compensation:-

a) for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you

book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.

b) for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.

Any price reduction or compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-

(a) whether or not you have followed the complaints and notifications procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(b) the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.

(c) deduction that we must make to take account of any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.

(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves 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.)

Luggage or personal possessions and money

The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money 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 assumed to have adequate insurance in place to cover any losses of this kind.

Claims covered by an International Convention

When arranging transportation for you, we rely on the terms and conditions contained within any applicable International Conventions. The extent of or the conditions under which compensation is to be paid or liability accepted will in all cases be limited as if we were carriers under the appropriate

Conventions, which include The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements).

You can ask us for copies of these Conventions.

Any other claims which don’t involve injury, illness, death or damage caused by us or our suppliers intentionally or negligently; or other liability that can’t be limited by law

The maximum amount we will have to pay you in respect of all such claims is three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your arrangements.

Assistance to those on our packages in the event of difficulty or unavoidable and extraordinary circumstances

In respect of our packages, we will provide appropriate assistance without undue delay in the event that you experience difficulty including where you are unable to return to your agreed point of departure because of unavoidable and extraordinary circumstances as set out in clause 8. Such assistance will extend to providing appropriate information on health services, local authorities and consular assistance; and helping you to make distance communications and to find alternative travel arrangements. We will charge a reasonable fee for such assistance if the difficulty is caused by you intentionally or as a result of your act or omission.

10. FINANCIAL SECURITY FOR PACKAGES

The Package Travel, Package Holidays and Package Tours Regulations 1992 require travel companies to provide security for the monies that consumers pay for certain types and combinations of travel arrangements booked with them and for consumers’ repatriation in the event of their insolvency. TML Travel Group Limited is a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with ''The Package Travel, Package Tours Regulations'' all passengers booking with TML Travel Group Limited are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. Your money is fully protected and is held within an independent Trust Account, managed by Protected Trust Services Ltd of 307-315 Holdenhurst Rd, Boscombe, Bournemouth BH8 8BX and its Trustees, chartered accountants - Elman Wall Ltd of 8th Floor, Becket House, 36 Old Jewry, London EC2R 8DD.

This means that in respect of all arrangements requiring protection, in the event of our insolvency, funds will be available to ensure that you are not left stranded or will receive a refund of the money you have paid for an advance booking. For further information go to the Protected Trust Services website:

https://www.protectedtrustservices.com/consumer/

11. COMPLAINTS:

If you experience difficulty whilst away or perceive that your arrangements do not conform to those you have booked, please inform the relevant supplier (e.g. your driver, guide, accommodation provider) without undue delay so that they can take steps to assist you or put things right. You should also complete a Holiday Report Form, which is available from the driver/representative. You will be given a copy of this report, which you should keep. If, on your return from holiday, you remain dissatisfied you should write within 28 days to: The Director, TML Travel Group Limited, 38 Croome Drive, West Kirby, Wirral, CH48 8AH, giving your booking reference number, departure date and enclose the Holiday Report Form, which you completed at the time. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and could affect your rights under our agreement. 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 the Hoteliers. We can normally agree on an amicable settlement of the few serious complaints we receive, if the complaint is found to be genuine. Please note that correspondence received between June and September may take us longer to respond to.In the event that your complaint remains unresolved following our complaints procedure, you may wish to refer the matter to the European Commission’s Online Dispute Resolution Platform which can be accessed using the following link: http://ec.europa.eu/odr.

12. PASSPORTS, VISAS AND HEALTH REQUIREMENTS:

It is your responsibility to ensure that you are in possession of all necessary and up-to-date travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation and/or provide personal details as may be required. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

Those passengers with a non- British passport must check passport and visa requirements with the Embassy or Consulate of the countries to or through which you are intending to travel. For European holidays you should obtain a completed and issued form EHIC prior to departure. If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of three months after your scheduled date of return. 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.

You should take up-to-date health advice about the health precautions you will need to take prior to departure. Information on health is contained in the Department of Health’s leaflet (Health Advice for Travellers) which can be obtained by telephoning 020 7210 4850. Further information can be obtained by visiting www.hpa.org.uk.

The Foreign & Commonwealth Office has up-to-date advice on health and safety across the globe, as well as local laws, and passport and visa information. Please check https://travelaware.campaign.gov.uk/ regularly for updates ahead of travel, as the advice can change.

13. CONDITIONS OF SUPPLIERS:

The services which make up your arrangements are provided by independent suppliers whose terms and conditions will apply. These terms and conditions may limit or exclude the supplier’s liability to you. Copies of the relevant terms and conditions are available on request from ourselves or the supplier concerned.

14. PASSENGER BEHAVIOUR:

It is your responsibility to ensure that you and all members of your party do not behave in a way which is inappropriate or causes danger, distress, offence or damage to others or which risks damage to property belonging to others (including but not limited to drunkenness and air rage). If, in our reasonable opinion or that of our suppliers, your behaviour is inappropriate and causes danger, distress, offence, or damage to others, or risks damage to property belonging to others, we and/or our agents and/or our suppliers (e.g. including representatives on their behalf such as hotel managers, airline pilots) may take appropriate action in order to ensure the safety and comfort of our customers and their property and that of our agents and suppliers, including terminating your arrangements, in which case our and our agents’ and suppliers’ responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur necessarily as a result of such termination.

15. DELAY

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 refreshments and meals.

General Information

Statement under the Package Travel and Linked Travel Arrangements Regulations 2018

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations.

Therefore, you will benefit from all EU rights applying to packages. TML Travel Group Limited will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, TML Travel Group Limited has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.

Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018

● Travellers will receive all essential information about the package before concluding the package travel contract.

● There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.

● Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.

● Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.

● The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.

● Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.

● Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package

● Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.

● If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.

● Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.

● The organiser has to provide assistance if the traveller is in difficulty.

● If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. TML Travel Group Limited Ltd has taken out insolvency protection with TML Travel Group Limited.

● Travellers may contact this entity or, where applicable, the competent authority, if services are denied because of TML Travel Group Limited’s insolvency.

The Package Travel and Linked Travel Arrangements Regulations 2018 -

https://www.legislation.gov.uk/ukdsi/2018/9780111168479/pdfs/ukdsi_9780111168479_en.pdf

SUITABILITY OF OUR TOURS FOR PEOPLE WITH LIMITED MOBILITY

You must be able to board and disembark from our vehicles unaided unless you are accompanied by a friend or family member who can assist you. Hand rails are provided on stairways.

In our opinion, some of our tours are not always suitable for persons of limited mobility due to the many historic sites and destinations we visit, (which can involve climbing spiral stairways, etc., if you are visiting a historic castle for example). Some of the guided walking tours we include can involve walking on rough ground or be quite demanding in places. To assist you in gauging these, we have included a grading system for our walking tours, so that you can assess their suitability. This will be indicated on the individual tour product sheet or brochure page for a given tour.

You must contact us PRIOR TO BOOKING, so that we can help you assess whether the tour in question is suitable. We will be happy to answer any questions and assist you in making an informed choice.

MINIMUM NUMBERS

This MINIMUM number of passengers required to operate our tours is 35 paying passengers (unless otherwise stated) and we reserve the right to cancel any tour no later than 20 days prior to travel as per the terms set out within our trading charter. If this happens, then a refund of all monies paid will be made within 7 working days.

COACH SEATING

There is a seating plan of the coach for each holiday, but it is possible that on occasion’s operational reasons will require a coach with a different configuration to be used. We therefore reserve the right to alter a coach-seating plan and allocate seats other than those you have booked.

Requests for particular seats can be made on most holidays when booking but because allocations are made on a first come, first served basis you are recommended to book early. When your booking is confirmed you will be offered the best seats that are available at that time. If you know someone who may want to book later but sit near you please discuss this with the booking clerk at the time you make your booking.

Specific seats will not be allocated on coaches that operate on feeder services between joining points and main holiday departure points.

The Front Four Seats have been designated Vantage Seats and offer enhanced views. These seats may be reserved (subject to availability), at a supplement (per person), which is set out in the table below:

LOWER SALOON SEATS/WHEELCHAIR PLACE (Only applies to tours operated on a VanHool Altano - Please check with use PRIOR TO BOOKING) – There a three seats in the lower saloon of the coach, which are specifically reserved for passengers with limited mobility. THESE MUST BE PRE-BOOKED AT TIME OF BOOKING. The lower saloon also has one space available to take a passenger seated in their wheelchair, but again, this MUST BE PRE-BOOKED AT TIME OF BOOKING.

Request for carriage must be made at the time of reservation and on your Booking Form. Normally we are unable to carry Electric Wheelchairs or Scooters.

HEALTH & SAFETY WHILST ON HOLIDAY

In some foreign 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. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a coach journey of more than 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctor's certificate confirming that you are fit to travel. During the journey we will provide comfort stops as frequently as possible. During these stops you are encouraged to get off the coach and walk around. Exercise reduces any discomfort, which may be caused by periods of immobility. During the journey you should drink alcohol only in moderation as it leads to dehydration.

NO SMOKING POLICY - We operate a strict no smoking policy on all our coaches, but we do make frequent comfort stops

CHILDREN - In our opinion the tours featured in our brochure are unsuitable for young children.

PETS – We do not allow pets to be taken on our holidays. Registered Assistance Dogs will normally be accommodated on UK holidays but not on overseas holidays.

JOINING POINTS, ITINERARIES, TRAVEL DOCUMENTS & PASSPORT

TML Travel Group operates a policy of flexible routeing. This means that in order to reduce the amount of time you spend on the coach & more time at your destination, we may reduce the number of departure points operating on a tour closer to the actual departure date. This is usually done 14 days prior to departure, so the closer you book to the departure date may mean your chosen departure point is no longer available. As a result, some departure times for this tour have been revised as a result. PLEASE CHECK YOUR TRAVEL TICKET PRIOR TO TRAVEL.

It is a firm company policy that passengers are set down at their original joining points only.

We would like to take this opportunity to remind all passengers that for insurance and legal reasons (Road Traffic Act 1988) we only pickup and set down from the authorised TML Travel Group joining points, as set out on the booking form for the tour. Our Tour Managers and drivers are under specific written instructions to adhear to this policy and not to pickup/set down at other points along the coach feeder route. We would kindly ask all passengers to respect this policy.

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. We are unable to delay departures, particularly when Coaches are meeting Feeder Services, collecting other Passengers and travelling to connect with ferry crossings.

If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of three 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.

Approximately one week prior to departure we will send you or your booking agent all the necessary labels so that you receive them in good time for your holiday. Certain travel documents may have to be retained by us and your driver/courier will then issue them to you at the relevant time. 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.

TML Travel Group reserve the right to modify itineraries to conform with requests from the competent authorities in the United Kingdom and any other sovereign state through which the tour will operate.

EXCURSIONS & FACILITIES

Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken.

Optional excursions may be booked and paid for in resort but these will not form part of the package booked with us.

Admission fees to buildings etc. are not included in the price of the holiday unless otherwise stated on the relevant brochure page.

We reserve the right to cancel any optional excursions due to low numbers. Due to regulations governing driving hours it may be necessary to alter the order of excursions or cancel excursions. Optional excursion prices are subject to alteration if costs involved are changed.

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.

MEALS

We offer a choice menu on all British tours - English cooked breakfast is included and evening meals are normally buffet style or table d'hote with tea or coffee served afterwards unless stated otherwise. Some tours require set meal times and individual tables are normally not available.

Dietary requirements

If your special request relates to a special diet, please tell us before booking or as soon as you are medically advised and send us a copy of the diet. We will contact the hotel or hotels on your holiday but please note that some hotels may not have facilities to cope with special diets and we cannot be held liable for their failure to do so unless we have specifically confirmed to you that a special diet will be catered for. Where we think that a hotel is unlikely to be able to cope with a special diet we will tell you prior to issuing a booking confirmation so that you can exercise your right to cancel without charge.

ACCOMMODATION

Individual hotel details show if facilities include air-conditioning and passenger lifts. Certain items in hotels such as spa treatments, golfing ranges, golf courses, tennis, saunas and solariums may incur charges. Some hotels have accommodation in separate buildings to the main hotel complex.

Many hotels hold functions that may cause extra noise. Unfortunately, this is beyond our control.

SINGLE OCCUPANCY ROOMS - Single occupancy of rooms/cabins when available may be subject to a supplementary charge and this will be shown on the brochure page or will be available on request.

DOUBLE, TWIN & TRIPLE ROOMS

Requests may be made on the booking form for a double-bedded room in preference to a twin room. However, requests are forwarded to the hotels and rooms allocated at the hoteliers discretion. Many 'twin-bedded' rooms on the continent have the appearance of being a double. There are in fact one or two mattresses and separate duvets.

Triple rooms are limited and normally consist of a double bed and a fold-away bed. We do not advise the reservation of a triple room for three adults

TOUR INFORMATION & PICKUP TIMES

Approximately seven days prior to your departure you will receive a travel ticket confirming your pick up time, a tour

information booklet containing hotel telephone numbers, currency requirements and optional excursion prices and pre-printed luggage labels.

Please note we cannot delay any departure due to late arrivals at pick-up points. Remember there are often long periods of coach travel. Early departures are often required to meet reasonable arrival times.

COACHES

All our fleet of tour coaches have telephone communication. Seat belts are fitted to all seats and our music is licensed by the Performing Rights Society.

New coaches may not be available on all tours.

We reserve the right to sub-contract coaches at any time and the specification and facilities may differ to that detailed in our literature or on our Website. When operating low loaded tours it may be necessary to use smaller vehicles.

Consumption of Alcoholic Beverages - Our conditions of carriage require that no person may be permitted to drink alcoholic beverages at any time aboard the coach unless served by a member of staff. Failure to comply with this may result in the clients holiday being terminated under the same conditions stated in the section 'Passenger Behaviour' of our Trading Charter.

TOUR MANAGERS

Much of the success of our tours is attributed to the helpfulness and courteousness of our friendly & professional Tour Managers & Drivers. Our Tour Managers are the ones who are there for you whilst you are on tour and are totally committed to ensuring you have a thoroughly enjoyable tour. PLEASE NOTE - our Tour Managers are not 'Guides' but are there to manage tour operations and to assist passengers whenever needed to ensure their comfort and safety throughout the tour. On tours were we feel it beneficial and necessary we employ Blue Badge Guides to join tours in resort for a given excursion and this will be stipulated on the relevant tour product sheet or brochure page.

COMPLIMENTARY ONBOARD LIGHT REFRESHMENTS SERVICE

During your journey to/from your holiday destination, your Tour Manager will provide an AT SEAT complimentary onboard light refreshments service of drinks and light snacks. Provision of this service is solely at the discretion of you Tour Manager taking into account crew and passenger safety. It is generally restricted to when travelling on motorways/primary 'A' roads and as road conditions allow. At other times, refreshments will only be provided if the vehicle is parked stationary.

PORTERAGE - Please note that porterage at hotels is not included in the cost of our Religious Heritage Tours & Premier Class Weekend breaks. However, porterage is included in the cost of our Country Club Weekends.

GRATUITIES - Gratuities are not included for your driver, Tour Manager, guides or hotel staff. We feel that you would rather deal with this personally.

LUGGAGE - For maximum clothing protection we recommend moulded suitcases. Please pack a separate bag for overnight stops. Your attention is drawn to our limited luggage space. We suggest one large suitcase between two, or two small suitcases plus one small overnight bag. Remember, our Driver has to lift luggage by Hand. Therefore only a maximum weight of 18 kilograms per case will be allowed. You must attach issued Luggage Labels to all items. Should you bring over this amount of Luggage, we cannot be held liable should there not be enough room on the Coach.

It is the Client's responsibility to ensure that luggage is loaded onto all coaches. All baggage and personal items are carried at the owner's risk. Never leave luggage unattended.

PERSONAL ITEMS - Please leave any valuables in a safe-deposit box in the hotel, including cash and travellers cheques. Such items are not covered by insurance if stolen from hotel bedrooms. We do not accept liability for any personal items left at the hotel.

THEATRE TICKET ALLOCATION - Passengers should note that we have no direct control over theatre ticket allocation. Theatre seating cannot be pre-selected or guaranteed. Therefore on odd occasions ticket allocation may require parties to be split in the theatre.

24 HOUR EMERGENCY TELEPHONE NUMBER – TML TRAVEL GROUP

In the event of an emergency occurring outside normal office hours please call our 24-Hour emergency telephone number for further assistance and advice – 07779 038793. Remember this number is strictly for emergencies only.