Terms & Conditions
User agreement between the user (User, you) and Satguru Travel and Tourism Limited. Please read these terms and conditions of use (Terms and Conditions) before using Satguru Travel and Tourism Limited website (Site) and making any booking.
You consent to the Terms and Conditions when you use the Site, without qualification. If you disagree with any part of the
Terms and Conditions, you may not use the Site in any way or make a booking.
All correspondence regarding customer service or your booking should be sent.
Your Contract
Your contract will be with Satguru Travel and Tourism Limited For your financial security Satguru Travel and Tourism Limited holds an Air Travel Organisers License (ATOL protected 11362), The Association of British Travel Agents (ABTA
protected Y6563). When booking travel
arrangements our contract with you begins when we tell you your booking is
confirmed either by telephone, fax or email. Once the contract is made we
are responsible for providing the travel arrangements you have booked and
you are responsible to us to pay for them. In parties of two or more people
the person who makes the booking, by signing the booking form or otherwise
contracting as telephone order with us, accepts responsibility for making
payments to us for all members of the party.
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative,
through an alternative ATOL holder or otherwise) for reasons of insolvency,
the Trustees of the Air Travel Trust may make a payment to (or confer a benefit
on) you under the ATOL scheme. You agree that in return for such a payment
or benefit you assign absolutely to those Trustees any claims which you have
or may have arising out of or relating to the non-provision of the services,
including any claim against us, the travel agent (or your credit card issuer
where applicable). You also agree that any such claims may be re-assigned
to another body, if that other body has paid sums you have claimed under
the ATOL scheme.
Your Financial Protection
All monies paid by you for the flights or air holidays booked are ATOL protected by the Civil Aviation Authority. Our ATOL
number is ATOL 11362. Air Nigeria is not protected under the ATOL scheme.
Payments
As part of the onboarding process I have to check your website to ensure it complies with the Visa/Mastercard scheme rules. The requirements that need to be addressed are:
- T&Cs must state when the consumers card will be debited ie on placing the order or at dispatch
- Company number/VAT number needs to be stated in T&Cs
- Card logos will be required on the payment page of both websites
- An approval/tick box for the consumer to click on to accept T&Cs at the payment page. Alternatively, clear text stating that the consumer accepts the T&Cs by clicking on the payment button.
Deposits
At the time of booking you must pay a deposit, the amount of which varies from £100 per person up to the total holiday cost,
depending on the type of booking, and pay any balance of the cost of the
holiday no later than 8 weeks before departure. If you book inside 8 weeks
of departure full payment is required at time of booking. If you do not make
the required payments your booking will be cancelled. If you have paid a
deposit and fail to pay the balance on time you will lose your deposit. Fares
are not guaranteed until full payment has been received.
Balance - You need to pay the balance by the due date. It is very important that you pay balance payments when due because
failure to do so may lead to the cancellation of your holiday/flights and
still leave you liable to pay cancellation charges. Where an extra "booking
charge" applies it will be advised at the time of booking. Until full payment
has been received the price of your booking may increase as a result of fuel
or other surcharges which may be imposed by suppliers.
Amendments & Cancellations
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Air Reservations
Many scheduled and most discounted airfares, carry amendment and cancellation fees sometimes up to 100%. It is important
that all customers’ check the fare rules prior to confirming their
reservations detailed under the fare quote. Click through for further
details on full fare notes. Amendments and cancellations cannot be
processed until the original tickets have been returned. Refunds
are processed as quickly as possible. Generally totally unused tickets
can be processed by Satguru Travel and Tourism Limited within 5 working days, but may
then take between 12-14 weeks to appear on your credit card statement.
In the meantime, many card issuers will allow the item to be placed
in dispute to avoid interest charges. Satguru Travel and Tourism Limited accepts no liability
for interest charges incurred for outstanding refunds. For scheduled
air fares, an administration fee of £100 per ticket will be applied
to all amendments and cancellations in addition to the airline's
standard fees. Partially unused tickets may have to be returned to
the issuing airline to calculate the refund due (if any) which normally
takes 6-12 weeks to process. In some isolated cases this can take
up to 12 months. Tickets issued for discounted air fares are subject
to an administration fee of £150 in addition to the charges applied
by the airline.
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Hotel Reservations
All hotel reservations made through Satguru Travel and Tourism Limited are guaranteed for late arrival. Hotels have varying cancellation policies varies and most of the hotels are non refundable. Ask our travel consultant for more details.
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Insurance
Insurance is 100% non-refundable.
Alterations By The Company
Although the Company makes every effort to ensure that published descriptions
are correct, it does not own or operate airlines and other suppliers and
cannot control or prevent changes. The Company therefore reserves the right
to change the description of any flight and/or ground service before you
book, in which case you will be told before a confirmation invoice is issued.
Although under no obligation to do so, the Company will endeavour to notify
all changes before departure if it is practicable to do so. No compensation
is payable by the Company in such cases. Should a schedule change occur to
your itinerary after full balance/ticket issue, on either the outbound or
return flights the relevant suppliers decision will be final and Satguru Travel and Tourism Limited amendment charges may apply.
Cancellation By The Company
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Holiday arrangements excluding packages
In the unlikely event that a booking has to be cancelled a full and prompt refund will be made of all monies paid to the
Company less any insurance premiums and amendment fees. No compensation
is payable.
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Packages
The Company reserves the right to withdraw or cancel the service on offer. If the booking is cancelled before departure for
any reason other than non-payment by you, then you will be offered
the choice of purchasing another arrangement from the Company. Any
price differences will payable/refundable as applicable, or of receiving
a full refund of all monies paid to the Company (except insurance
premium and any amendment fees). In addition, unless the cancellation
has been caused by "force majeure" or "low bookings" (defined in
Clause 6 below) compensation will be paid on the scale set out in
Clause 4 above. The Company will never cancel a package within 30
days of departure except for reasons of "force majeure" (check below).
Force Majeure/low Bookings
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Force Majeure
Includes war, threat of war, riot, civil disobedience or strife, industrial dispute, terrorist activity, natural or industrial
disaster, fire, adverse weather conditions, level of water in rivers,
technical or maintenance problems with transfer, unforeseen operational
decisions of air carriers such as changes of schedule, or any unforeseeable
or unavoidable event beyond the Company's control.
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Low Bookings
Is where the number of persons who have booked a particular arrangement is less than the minimum required to make it viable.
Pricing Policy
All fares and other information displayed on our website are subject to availability.
Once a confirmation invoice has been issued the price shown on that invoice
may only vary as outlined below or if you amend your booking (see Clause
3). (a) Holiday arrangements excluding packages: While every effort is made
to avoid surcharges, the right is reserved to pass on any cost increase levied
by the suppliers. (b) "Packages": Prices may only be changed to reflect government
action, increase in transportation costs (e.g. airfares and cost of fuel),
changes in dues and taxes (including VAT) or fees payable for services (e.g.
landing taxes or embarkation/disembarkation fees at ports and airports) or
to reflect fluctuations in exchange rates. In all cases the Company will
absorb an amount equivalent to 2% of the invoice price (excluding insurance
premiums and amendment charges). Only amounts in excess of the 2% will be
passed to you.
Passport / Visas
Compulsory passport and visa information and compulsory health requirements for
the journey can be either obtained from us or through your travel agent.
It is your responsibility to comply with the information provided and to
any loss that may arise due to failure to comply.
Suppliers' Conditions
Please note that, as between you and any of the suppliers whose services form
part of your booking, the suppliers' standard terms and conditions will apply.
This is particularly important in the case of "other holiday arrangements"
where the company acts only as a booking agent between you and the relevant
suppliers. The suppliers' standard conditions may limit or exclude liability,
often in accordance with international conventions. Copies of these conditions
may be requested in writing, but up to 28 days must be allowed for delivery.
Rights
Please note that a flight described as "direct" will not necessarily be non-stop.
All departure/arrival times are provided by the airlines concerned and are
estimates only. They may change due to air traffic control restrictions,
weather conditions, operational/maintenance requirements and the requirement
for passengers to check in on time. The Company is not liable if there is
any change to a departure/ arrival time previously given to you or shown
on your ticket. It is for this reason that all clients are advised to reconfirm
their flights, with the airline, 72 hours prior to departure. The Company
is also unable to make any special arrangements for you if you are delayed;
these matters are in the sole discretion of the airline concerned. Your ticket
is your document of travel and the information on the ticket is deemed correct
unless you advise the Company within 72 hours of receipt.
Special Requests
If you have any special requests, these will be passed on to the relevant supplier
but cannot be guaranteed by the Company.
Departure Taxes
It is not always possible to include all departure taxes on your ticket - in some cases departure taxes must be paid locally
and these are payable to the Government of the country departed and are non-refundable.
Delivery of Your Booking
The following applies to all products or services booked via our Site:
E-tickets
During the booking process, you will be given the choice of e-ticket or paper ticket. Please note that airlines have their
own rules and regulations with regard to e-ticketing. Satguru Travel and Tourism Limited cannot
be held responsible for non-compliance with these rules and regulations and
strongly recommends that you check these details with your airline in advance
of travel.
Ticket Delivery
Satguru Travel and Tourism Limited rely on the information that you provide as being accurate and therefore cannot be held responsible if your
paper tickets are lost due to an incorrect address or your e-ticket does
not arrive due to an incorrect email address or your junk email settings.
You must notify us immediately if you change your email address or contact
telephone number. In addition, please check that the name on your passport
matches the name on your ticket and/or booking confirmation.
Please note that Satguru Travel and Tourism Limited does not deliver paper tickets outside the UK. Also, if you have any special delivery requirements
(such as flats with security gates) then you should advise us of this immediately
after booking. It is your responsibility to advise us if you have not received
your tickets. If you hold any other booking, either with Satguru Travel and Tourism Limited or
another agent, then it is your responsibility to advise us that you need
tickets from us by a certain time. Satguru Travel and Tourism Limited would recommend that you
do this before completing the booking. This will help us decide if express
delivery is required
Please note that some airlines may apply a charge and follow a specific procedure for the re-issue of lost tickets or tickets
delayed in the post. This charge and procedure will vary depending on what
airline you are traveling with.
Royal Mail 1st Class Delivery of Tickets
If you do not receive your tickets within 7 working days of your booking confirmation email, please contact us - but not
before, unless your departure is within this time. Please note that if you
opt for this delivery method and tickets are lost in the post then you will
be responsible for any costs involved in re-issuing the tickets.
Royal Mail Special Next Day Delivery
As Royal Mail guarantee delivery by 12:00 the following day we would ask that you contact our call centre within 72 hours
of your confirmation email if you have still not received tickets - but not
before. Failure to contact within this 72 hour timeframe may result in costs
from the airline which you would be responsible for paying.
In exceptional circumstances, Satguru Travel and Tourism Limited may not be able to issue airline tickets for confirmed bookings due to ticketing
restrictions outside its control. If this occurs we will attempt to notify
you within 24 hours of confirmation and organise a refund or arrange an alternative.
Where you choose an alternative and it is more expensive than your original
booking, you may be responsible for paying the difference.
Queries and Complaints relating to your Booking
Please contact our customer services team, if you have any other enquiries or complaints relating to your booking prior to
departure.
If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log
your complaint with the relevant Travel Supplier and/or hotel prior to your
return.
If you have any other enquiries or complaints relating to your booking during your stay, please contact our customer services
team on your return and no later than 30 days after it giving your booking
reference and all other relevant information. If we or any of our Travel
Supplier's require further information you must supply that promptly in writing.
This simple procedure must be followed as we and our Travel Supplier's need
to be able to investigate the problem and, where possible, rectify it quickly.
In relation to Flight+Hotel Packages your failure to comply with this procedure
could result in us being unable to accept responsibility.
APIS
All airlines are required to collect Advance Passenger Information from passengers before travel to or from the USA and certain
other countries. You agree to supply this information to Satguru Travel and Tourism Limited and
consent to Satguru Travel and Tourism Limited passing this information to the airlines who may
onward disclose it to foreign authorities. If you do not supply Advance Passenger
Information, you may be refused entry to these countries. It is also important
that the information is accurate so that you do not have any delay when you
pass through Immigration on arrival in these countries. The information you
will be asked to provide will depend on the country you are visiting but
will include passport information, city and country of residence and destination
address if travelling to the USA (for all travelers on your booking).
If you are travelling to a country that requires Advance Passenger information, Satguru Travel and Tourism Limited will ask you to fill out this
information on the confirmation page after you have completed your booking.
If you do not have the information to hand, Satguru Travel and Tourism Limited will send you
an email confirmation containing a link where you can enter the information
manually at any time before your departure.
Customer Behavior
It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to
others or which risks damage to property belonging to others (including but not
limited to drunkenness, air rage) whilst on your holiday or using a service/product.It
is also the responsibility of the traveller to be at the airport atleast 3 hours
prior to the departure of his/her time of departure of flight. If your behavior
is inappropriate and/or causes offence, or damage to others, or risks damage
to property belonging to others, we and/or our Travel Suppliers (e.g. airline
staff) may cancel you booking, in which case our and our Travel Supplier's 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 as a result of such termination.
Use of the Site
The Site is provided on an 'as is' and 'as available' basis. Satguru Travel and Tourism Limited does not accept any liability in respect of your
ability to access or use the site at any time or any interruption in that
access or use or any failure to complete any transaction. Satguru Travel and Tourism Limited
does not warrant that the Site is free from computer viruses or other properties
that may cause loss or damage.
Information on the Site
Satguru Travel and Tourism Limited offers all of the general information on the Site for purposes of guidance only. Please note that Satguru Travel and Tourism Limited may at any time change any aspect of the Site or its content, including
the availability of any suppliers, features, information, database or content.
You need to check with the relevant Travel Supplier, destination, embassy,
or tourist office to confirm the guidance is up to date. In particular, with
respect to passports, visas, and vaccination requirements, Satguru Travel and Tourism Limited
does not guarantee that the information is always up to date and it is your
responsibility to ensure that you understand and comply with all relevant
passport, visa, and vaccination requirements. Satguru Travel and Tourism Limited does not guarantee
that information on the Site (including without limitation prices, descriptions
or dates) is free from errors or omissions but we will use all reasonable
endeavors to correct any errors or omissions as soon as practicable once
they have been brought to our attention. By way of example, the majority
of hotel and other accommodation descriptions are fed directly to our Site
by the Travel Supplier.
User Obligations
You agree to be bound by the following obligations, including without limitation:
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You accept financial responsibility for all transactions made under your name or account.
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You must be 18 years of age or over and have legal capacity.
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You warrant that all information you provide about yourself or members of your household shall be true and accurate.
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The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise
unlawful is expressly prohibited.
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The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in
any way by you, except that one copy of the information contained
within the Site may be made for personal, non-commercial use.
Denial of Access
Satguru Travel and Tourism Limited reserves the right to deny access to the Site at any time without notice.
Links to Third Party Web Sites
The Site may contain hyper links to external web sites owned and operated by third parties. Satguru Travel and Tourism Limited has no control
over or association with such third party sites and no responsibility in
relation to the accuracy, completeness and quality of the information contained
within them. Any and all contents on these external web sites do not reflect
products, services or information provided by Satguru Travel and Tourism Limited. You should
direct any concerns regarding any external link to the site administrator
or webmaster of such site.
Currency Converter
Currency rates quoted in the Site are derived from a number of sources and may
not in all cases be updated daily. You may wish to verify actual rates on
the date of booking. In addition, where hotels are payable on check-out,
the exchange rate may have changed since the time of booking.
Copyright and Trademarks
The copyright and all proprietary rights in the Site and all content are reserved by Satguru Travel and Tourism Limited. The material contained
within the Site is the property of Satguru Travel and Tourism Limited or its affiliates unless
identified as belonging to third parties. The name Satguru Travel and Tourism Limited and any
other marks, logos and graphics of Satguru Travel and Tourism Limited displayed on the Site are
registered trademarks of Satguru Travel and Tourism Limited or its affiliates. Other company
and product or service names displayed on the Site may be the trademarks
of their respective owners.
You are not granted any right or license to use any trademarks.
Privacy Policy
The terms of the Satguru Travel and Tourism Limited Privacy Policy are incorporated into these Terms and Conditions. You agree to the use of
personal information by Satguru Travel and Tourism Limited and its affiliates or third party
suppliers in accordance with the terms of and for the purposes set forth
in the Satguru Travel and Tourism Limited Privacy Policy.
Security Policy
Satguru Travel and Tourism Limited uses secure technology in order to safeguard personal information and financial transactions. Satguru Travel and Tourism Limited
complies with the procedures and security standards as further set out in
the Satguru Travel and Tourism Limited Security Policy.
ATOL
The air holidays shown are ATOL Protected by the Civil Aviation Authority, and we act as agents for licensed tour operators;
the relevant ATOL number is displayed with each holiday shown. The flight
bookings we make are also ATOL Protected, except when tickets for scheduled
flights are sent to you within 24 hours of payment being accepted, or where
your payment is made direct to airlines. ATOL Protection extends primarily
to customers who book and pay in the United Kingdom. If your booking is ATOL
protected, this will be clearly stated in your confirmation email. Visit
www.atol.org.uk if you want to know more.
Changes to Terms and Conditions
Satguru Travel and Tourism Limited reserves the right to change or update the Terms and Conditions relating to use of the Site from time to time
without prior notice to Users. The current version of the Terms and Conditions
will be displayed within the Site from the date on which any changes come
into effect. Continued use of the Site following any changes to the Terms
and Conditions shall constitute your acceptance of such changes.
Governing Law
This User Agreement is between you and Satguru Travel and Tourism Limited and is governed by the laws of England and Wales.
The Site is offered to you by Satguru Travel and Tourism Limited, whose registered office is at 24 Watford Road, Wembley HA0 3EP. Please note that this is also the address you should
use for all correspondence regarding customer service.