Section A: Bookings and payment
A.1: Formation of contract
A contract will only come into existence between you and us when we issue a confirmation invoice/receipt/e-mail and the relevant ATOL Certificate. Prior to doing so, we or your Travel Agent may send you an acknowledgement of your booking. Any such acknowledgement simply indicates that we are dealing with your booking request and is not a confirmation of it.
Some travel and accommodation arrangements are only available on a request basis. Where this is the case you will be advised at the time you make your enquiry and details of the arrangements “on request” will be shown on any provisional documentation we issue. Any arrangements that we advise you are “on request” are not confirmed or guaranteed and are also subject to change (including price) until we receive confirmation from our supplier and are able to issue the relevant confirmation invoice/receipt/e-mail and the relevant ATOL Certificate.
Please check any confirmation invoice/receipt/e-mail and ATOL Certificate together with all other documents we or your travel agent send you as soon as you receive them. Contact us or your travel agent immediately if any information which appears on any documentation appears to be incorrect or incomplete, as it may not be possible to make changes later. We regret we cannot accept any responsibility if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets). Whilst we will do our best to rectify any inaccuracies notified outside these time limits, you will be responsible for any costs and expenses involved in doing so except where we made the mistake and there is good reason why you did not contact us within the above time limits.
If you are booking on the internet or over the phone the lead name on the booking must be a minimum age of 18. If you are under 18 and travelling without an adult we will only allow you to book at a high street travel agent provided your parent/legal guardian is present and subject to you satisfying our suppliers’ conditions of travel. The parent/guardian will be required to sign the booking form in front of the travel agent and, when we issue a confirmation invoice/receipt/e-mail and the relevant ATOL Certificate, a contract will then exist between the parent/legal guardian and us.
The lead name is responsible for payment of the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable. He or she also agrees to provide accurate and full information to the remainder of the travelling party in relation to the booking, including any changes thereto and confirms that all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions, and all other information in the relevant brochure and on our websites (as applicable).
A.2: Payment terms
When you book your holiday you will be advised, at the time of booking, what payment is required for your particular arrangements and you agree to pay us:
A.2.1 a deposit at the time of booking followed by the remaining balance when due. You will be advised of the current deposit payable at the time of booking. The remaining balance for the holiday is due by the date specified on your confirmation invoice and this will usually be 12 weeks before your travel date, depending on the type of holiday booked;
A.2.2 the full cost of the holiday if it is 12 weeks or less before you depart (or such other period as may be advised at the time of booking);
A.2.3 such other deposit or security payments as may be required by the supplier of the services for the arrangements in question and which are required at the time of booking;
If you are purchasing a travel insurance policy through us, the premium for this will also be payable at time of booking.
The balance of the cost of your holiday must be paid by the date specified on your confirmation invoice or, if you have booked through a Travel Agent, please ensure payment reaches the Agent by the date they have advised.
Please note that we may cancel your holiday if you do not make your final payment on or before the due date. If we do this we will keep your deposit. Whilst we are not obliged to do so, if we agree to extend the period for you to pay the final payment and you still fail to pay or cancel your booking, we will regard the contract between us as having been cancelled by you and impose cancellation charges on you in accordance with Section C.5 ‘Cancellation by you’ as though the holiday had been cancelled by you on the revised date for payment of the balance due.
If you book through one of our authorised travel agents, they will hold all the money you pay for your holiday on our behalf.
A.3: Payment of deposit by instalments
From time to time and in certain circumstances, we may offer customers the opportunity to spread the payment of a deposit by offering a low deposit where customers can make an initial payment of part of the deposit upon booking (“Initial Deposit”) and pay the balance of the deposit (“Deposit Balance”) at a later date. You will be advised, at the time of booking, whether or not a low deposit option is available to you and, if so, the date by which the Deposit Balance is payable. Please note that, although we may allow payment of a deposit by way of separate payments, by making a booking, you accept that you are liable to pay both the "Initial (Low) Deposit" and the "Deposit Balance" even if you choose to cancel your booking (otherwise than under the provisions of Section C.1). If you cancel your booking (otherwise than under the provisions of Section C.1) prior to payment of the Deposit Balance then, not only will we be entitled to retain the Initial Deposit already received but, in addition, the Deposit Balance will become immediately payable to us.
We reserve the right to cancel your holiday if you fail to pay the Deposit Balance when due. In such circumstances, whilst we shall have no further liability to you, you will immediately be liable for payment to us of the Deposit Balance.
A.4: Method of payment
Credit Cards: We accept payment by most forms of credit card. Customers choosing to use this method of payment will be subject to a credit card handling fee of which will be advised at the time of booking. There will be no handling fee for payment by credit or debit cards as of 13 January 2018. American Express cards may still be subject to a handling fee which will be advised at the time of booking.
Debit Cards: We accept payment by most forms of debit card. We will not charge a handling fee for payment by this method.
Prevention of Fraud: We will ask you to provide your credit card or debit card billing address and cardholder details when you book. Please ensure that the details you give match those on your credit card billing statement. We reserve the right to cancel tickets after issue if payment is declined or incorrect cardholder details and billing information have been supplied to us. To help combat fraudulent activity, we reserve the right to carry out random checks, including checks of the electoral roll and may request you to send to us proof of your address and a copy of the credit card and recent statement before issuing any tickets.
A.5: Price changes after booking
After your booking has been confirmed as accepted by us, there are limited circumstances in which the price of your holiday can increase or decrease. We promise that there will be no change to the price within 30 days of your scheduled UK departure date but we may levy a surcharge, at any time up to 30 days before the departure date, if, since your booking was accepted by us, there has been a significant change in the cost of providing your holiday that is outside of our control. Such circumstances include, but are not limited to, exchange rate variations or changes to the cost of fuel, airport taxes or fees. We will absorb the first 2% of any necessary price increase, but if the increase in your holiday price (excluding any insurance premiums and amendment charges you have paid for) is more than 2%, we may require you to pay the amount that exceeds 2%. The maximum surcharge that we charge you will never exceed 10% of your holiday price. Should the cost to us of providing your holiday go down due to any of the circumstances mentioned above, resulting in your holiday price decreasing by more than 2%, then we will refund the amount of the decrease (to the extent that it exceeds 2%) up to a maximum of 10% of your original holiday price (excluding any insurance premiums and amendment charges you have paid for). However, please note that travel arrangements are not always purchased in local currency and may be booked by us many months in advance of departure. In the circumstances, some apparent changes may have no impact on the price of your travel due to contractual and other arrangements that will already be in place at the time of booking.
A.6. Best price guarantee
In common with all other operators in the travel industry, we operate a dynamic pricing policy whereby the price for a particular holiday can vary on a daily basis according to demand and availability. We guarantee that if the exact same package (departure date, flights, duration, rooms, passenger numbers) is advertised at a lower price on our website within 48hrs of booking your holiday, we will adjust the price of your booking to match that lower price. Please note that this guarantee does not apply where prices are found via travel agents or on other third party websites or offered in emails received from third parties or where prices are only available by using a voucher/other promotion not offered to the general public. In order to take advantage of this guarantee and adjust your booking accordingly you must send us an e-mail to firstname.lastname@example.org within 96 hours of making your booking.
A.6. Partner membership discounts
Discounts will we applied to the advertised basic holiday price. The discount does not apply to any optional extras or services added to the booking. The offer cannot be applied retrospectively and Neilson reserves the right to withdraw this offer or change the level the discount at any time. Members must have a valid membership applicable to the partner which commenced at least one month before the date of booking to be entitled to the discount. The discount is valid for a maximum of four people per booking per membership number (family memberships count as one membership number). For bookings over four passengers the discount will be applied to the four passengers with the lowest cost. You must quote your membership number at time of quote/booking, and the membership holder must travel.