BookingConditions

Terms and conditions

These booking conditions apply to all package holiday bookings made with Falcon and Sachz Ltd.  We are registered in England and Wales under company number 07747976. Our registered office address is Suite 13 95 Miles Road, Mitcham, Surrey, England, CR4 3FH

For bookings such as accommodation-only, which do not constitute a Package holiday or Linked Travel Arrangement as defined within The Package Travel and Linked Travel Arrangements Regulations 2018, please refer to the relevant booking conditions which can be found on our website:

Before making a booking, it is essential that you read our terms and conditions. They set out the commercial relationship between us, form the basis of your contract with Falcon and Sachz Ltd.  and set out both your and our respective rights and obligations. 

Except where otherwise stated, our booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide, or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated.

In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the named member of the travelling party that, being 18 years old or over and possessing legal capacity to do so, makes payment at the point of booking. “We”, “us” and “our” means Falcon and Sachz Ltd.

In addition to the main booking conditions set out below, you must also ensure that you have read the Important holiday Information that follows. Doing so forms part of the holiday contract as it contains helpful guidance that may be relevant for you when making your final booking selection.

By asking us to accept your booking request, you agree that you have both read and understood the full terms and conditions of the holiday contract and that you agree to them.

Covid-19

We acknowledge the impact of the ongoing COVID-19 global pandemic and accept our duty to consider any official guidance from governments or local authorities, both in the UK and whilst on holiday. For full details of how we can assist you, along with the limit of our liability, please see 9.6.  Changing your holiday due to Covid-19.

Certain bookings made with Falcon and Sachz Ltd.  have the benefit of specially negotiated, bespoke terms. Where Falcon and Sachz Ltd arrangements apply to your booking this will be confirmed to you and detailed within your travel documentation. Our standard terms and conditions remain in full effect, except where specific terms enhanced by Falcon and Sachz Ltd.

Your Key Rights under the Package Travel and Linked Travel Arrangements Regulations 2018

 1.Travellers will receive all essential information about the package before

concluding the package travel contract.

 

 2. There is always at least one trader who is liable for the proper performance of all

the travel services included in the contract.

 

 3. Travellers are given an emergency telephone number or details of a contact point

where they can get in touch with the organiser or the travel agent.

 

 4.  Travellers may transfer the package to another person, on reasonable notice and

possibly subject to additional costs.

 

 5. 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 10% 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.

 6. 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.

 7. 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.

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

 9.  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. 

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

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

 12. If the organiser or, in some Member States, 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. We have taken out insolvency protection with the financial protection entity The Air Travel Organisers Licensing (ATOL) You can contact  The Air Travel Organisers Licensing (ATOL) scheme Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk if services are denied because of our, Falcon and Sachz Ltd insolvency.

 13.The Package Travel and Linked Travel Arrangements Regulations 2018 can be found at - https://www.legislation.gov.uk/uksi/2018/634/contents/made

 

Booking Conditions

Your contract is with Falcon and Sachz Ltd. Limited, a member of Travel Trust Association with membership number U977X and ATOL holder number T7448.

The following Terms shall have the meanings set out below when used in these Booking Conditions:

'We',
'Our',
'Us',
'Falcon and Sachz Ltd. '

'Falcon and Sachz '

means Falcon and Sachz Limited.

'Holiday'

means the Holiday booked by you or any person on your behalf.

‘Unavoidable and extraordinary circumstances’

means any circumstances which are unusual and/or unforeseeable which are beyond the control of Falcon and Sachz, the consequence of which could not have been avoided even if all due care had been exercised, including (but not limited to) war or threat of war; riot; civil strife; hostilities; political unrest; government action; industrial dispute; natural or other disaster; nuclear incident; terrorist activity; weather conditions; closure of airports; fire; flood; drought; re-scheduling or cancellation of flights or alteration of the airline or aircraft type by an airline and technical problems with transportation and all similar events outside our control. Changes occurring because of the recommendation of governments, international organisation, police or the Foreign, Commonwealth and Development Office; and all similar events outside of our control.

‘Significant Change'

the following are examples when made before departure:

a. A change of resort area for the whole or a major part of your holiday,

b. A change of accommodation to that of a lower official classification for the whole or a major part of your holiday,

c. A change of UK departure airport (excluding change of London Airports),

d. A change of outward departure time or overall length of your holiday of twelve or more hours.

'Package'

means a package as defined in the Package Travel and Linked Travel Arrangements 2018.

These conditions apply to all Holidays and govern your relationship with Falcon and Sachz Ltd. Please read them carefully before making a booking.

1. Your Holiday Contract

1.1. When a booking is made, the ‘lead name’ on the booking guarantees that he or she has the authority to accept and does accept on behalf of all members of your party the terms of these booking conditions. After we receive your booking and all appropriate payments, if the arrangements you wish to book are available, we will issue a confirmation invoice.

1.2. A binding agreement will come into existence between us when we dispatch this invoice to the ‘lead name’. This contract is governed by English Law, and the jurisdiction of the English Courts.

1.3. It is important to check the details on your invoice when you get it, or if booking late at the time of booking, that all the details are exactly as you requested. In the event of any discrepancy, please contact us immediately as it may not be possible to make changes or corrections later.

1.4. Once you have made your booking, then any amendments to the booking or to your Travel Arrangements (which are subject to clause 8 below) will be subject to these Booking Conditions which will apply to that amendment immediately upon the amendment being confirmed.

1.5. These Booking Conditions apply equally to all members of your party named in the booking. Where the ‘lead name’ on the booking is booking on behalf of other persons, it is your responsibility to ensure that these Booking Conditions are brought to their attention and that they are familiar with them. We are entitled to assume that all members of your party have read these Booking Conditions. Any reference to ‘you’ or ‘your’ shall be deemed to include all named persons on the booking.

1.6. Only we, the ‘lead name’ on the booking and any other persons in your party and whose names appear on the booking shall have any rights to enforce these Booking Conditions.

1.7. The ‘lead name’ who makes and pays for the booking must be at least 18 years old.

Advanced Registration

1.8. Some airlines and accommodation providers only load their seats/rooms to sell approximately 10 months before the departure. If this applies, we will tell you at time of booking and will issue an invoice setting out the details of your booking and we will take a deposit. A contract will then exist between us on the basis that, the actual price payable will be the applicable price once the airline/accommodation provider releases the seats/rooms. The flight timings and other details will be those confirmed by the airline at the time the seats are released and may differ from those advised at the time of booking. We will also advise you of the confirmed price, flight timings and other details when the seats are released for booking by the airline. You will then have 7 days to confirm whether you wish to continue with the booking on the basis of the confirmed price, flight timings and other details or cancel the holiday and receive a full refund. We will issue a revised invoice if you confirm that you wish to continue with the booking. We will refund your deposit if the flight seats/rooms do not become available. We will have no other liability and will not be responsible for refunding any other associated costs incurred.

2. Website accuracy

Although Falcon and Sachz Ltd. make every effort to ensure the accuracy of the website information and pricing, regrettably errors can occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us both at the time of booking and upon receipt of the Confirmation Invoice.

3. Passports, visas, health requirements and travel documents

3.1. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure and for ensuring that you meet any foreign entry requirements. A full and valid passport is required for destinations we feature (including for children) and Visas (transit, business, tourist or otherwise) may be required for some destinations and depending on the passport you hold. Requirements may change and the length of time it is likely to take to obtain the appropriate passports and visas will vary.

3.2. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0300 222 0000 or visit https://www.gov.uk/browse/citizenship/passports.

Please note: For full details on passport requirements for your chosen holiday destination, please contact the Identity and Passport Service on 0300 222 0000 or www.direct.gov.uk or the US Embassy on 0207 499 9000 or https://uk.usembassy.gov

Please note: special conditions apply for travel to the USA, and all travellers must have individual machine-readable passports. Please check https://uk.usembassy.gov.

3.3. It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates. Requirements do change and you must check the up to date position in good time before departure.

3.4. You should consult your doctor for current recommendations and information on inoculations or vaccinations before you depart relevant to the destination you will be visiting or transiting through. Falcon and Sachz Ltd., accepts no liability if you or any member of your party are refused entry into any country due to failure to hold the correct passport, visa and/or other travel documentation required by any airline, authority or country you are visiting or transiting through (whether or not you are required to leave the aircraft) including but not limited to a valid ESTA as referred to below.

3.5. Travel to certain destinations may involve greater risk than others. You are strongly recommended to review any travel warnings, prohibitions, announcements or advisories issued or updated by The Foreign, Commonwealth and Development Office Travel Advice Unit at www.gov.uk/travelaware prior to booking your international Travel Arrangements and regularly prior to departure.

USA – Travel Authorisation (ESTA)

3.6. It is mandatory for anyone travelling to or transferring through the US under the Visa Waiver Program, to obtain approval to travel no later than 72 hours prior to travel by completing an online process ESTA (Electronic System for Travel Authorisation) scheme. The cost of an ESTA is currently approximately $14 per person and can be obtained by visiting https://esta.cbp.dhs.gov or the Visit USA Website at www.visitusa.org.uk where further information on the scheme and the up to date fee can also be found. Once completed and approved, the ESTA application is valid for two years and allows multiple visits without the need to reapply. Failure to obtain an ESTA could result in the passenger being denied boarding by the airline.

3.7. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

Health Requirements

3.8. You should consult your doctor for current recommendations and information on inoculations or vaccinations before you depart relevant to the destination you will be visiting or transiting through during your trip. It is your responsibility to ensure that you are fit to travel and meet all health entry requirements, obtain recommended inoculations, vaccinations take all recommended medication and follow all medical advice before departure. For medical advice regarding all destinations you intend to visit or transit through during your trip you should consult your doctor and the Department of Health’s website in advance. We recommend that you take evidence of your up to date inoculations or vaccinations with you when travelling as it may be required for entry into a country or destination. Falcon and Sachz Ltd. shall not be liable if you are refused entry into any country or destination because you cannot show that you have received all required inoculations or vaccinations or because you do not satisfy the health requirements of any destination.

3.9. If You Have A Disability or Medical Condition Which May Affect Your Holiday (including the booking process), please tell us before you confirm your booking. We can then assist you in considering the suitability of the holiday and the services that we are able to provide. You must give us full details in writing at the time of booking and whenever any significant change in the condition, disability or special requirements occurs. You must also promptly advise us if any medical condition or disability which may reasonably affect your holiday develops after your booking has been confirmed. Failure to do so may limit your rights under the Package Travel and Linked Travel Arrangements Regulations 2018 and how we are able to assist you.

Please be aware that we cannot guarantee the provision of assistive aids such as high-loaders for embarking/disembarking the aircraft.

4.Insurance

4.1. It is a condition of your booking with us that you and all other members of your party including all infants and children, are adequately insured on your holiday. It is your responsibility to ensure that the insurance policy you purchase is suitable, covers your requirements (including but not limited to health requirements and car hire requirements) and is adequate for your particular needs and travel arrangements. Please read and take it with you on holiday.

4.2. Please note that if you transfer your holiday, you cannot transfer the holiday insurance. The new traveller must ensure that they have their own insurance in line with these booking conditions.

4.3. We strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses, as well as ensuring you have cover for any activities you have booked, including additional cover for skiing/extreme sports/adventure travel and all other activities you have booked.

4.4. This is a vital part of any holiday so please ensure you take out adequate travel insurance as soon as your booking has been confirmed. It is essential that you discuss both your itinerary and your specific needs with your policy provider to ensure you are suitably protected.

4.4. Health & Vaccinations

It is your responsibility to ensure you are aware of all recommended and required vaccinations, health precautions, screening and self-isolation requirements in good time before departure. You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken in time to be effective for the duration of the holiday.  

Please ensure you allow sufficient time to successfully book any appointments, screenings or tests that may be required. It is your responsibility to find out about any entry restrictions, screening or quarantine requirements for destinations that you are visiting (including those you are transiting through) that might affect you. Please ensure you include any domestic requirements that may be in place for when you return home. Be aware that there may sometimes be enhanced screening/monitoring at entry and exit ports. In some instances, borders may close with very little warning or you may be required to self-isolate for a set period, even if you do not have any symptoms of illness.

Sources of information include your GP surgery, the National Travel Health Network and Centre www.nathnac.org., the Department of Health free leaflet ‘Health advice for travellers’ (available on request Tel. 0207 210 4850), or your specialist travel clinic.

The Foreign, Commonwealth & Development Office also provides useful information on health and entry requirements. Please visit gov.uk/foreign-travel-advice for advice by country. Contact the UK embassy for the destination(s) you intend to visit and/or transit through if you require further information.

It is essential that you check health and entry requirement information regularly. Failure to take the appropriate action could result in denied boarding by the airline or denied entry, as countries become stricter with respect of their entry requirements. 

Please be aware that obtaining test results, a valid Covid Pass or any other medical certification sits outside of the holiday arrangements provided by Falcon and Sachz Ltd. We can’t take any responsibility if these are delayed/otherwise prevent you from travelling. Please ensure that your travel insurance provides you with suitable protection.

5. Your financial protection

5.1. We provide full financial protection for our package holidays, by way of our Air Travel Organisers Licence number 2358 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

5.2. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

5.3. If we 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, (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.

5.4. If you book arrangements other than a package holiday (e.g. accommodation only), the financial protection referred to above does not apply.

6. Paying for your holiday

6.1. We accept payment by credit card and debit card. In order to confirm your chosen arrangements, you must pay a non-refundable deposit, which may be higher than the standard deposit to secure specific types of airline tickets, Disney Park Tickets, tours, cruises etc, and this will be confirmed to you at time of booking. If booking within 12 weeks of departure full payment will be required by credit card or debit card. The balance of the cost of your arrangements (including any surcharge where applicable) is due not less than 12 weeks prior to departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 9 will become payable and we will retain the deposit paid.

Credit Card Fraud Contingency

6.2. If you do not supply the correct credit or debit card billing address and/or cardholder information, your booking will not be confirmed, the issue of your tickets may be delayed and the overall cost may increase. We reserve the right to cancel your holiday if payment is declined for any reason or if you have supplied incorrect credit or debit card information. We also reserve the right to carry out random checks (including but not limited to a search of the electoral roll) in order to minimise credit or debit card fraud. As a result of this, before issuing tickets we may require you to provide us with a postal copy of proof of address, a copy of your credit or debit card and a recent statement. If we become aware of, or are notified of, any fraud or illegal activity associated with the payment for the booking, the booking will be cancelled and you will be liable for all costs and expenses arising from such cancellation, without prejudice to any action that may be taken against us.

7. Your holiday price

7.1. Falcon and Sachz Ltd. endeavours to ensure that the most up-to-date and correct prices are shown on the website (our brochures indicate a guide price). We reserve the right to raise or lower prices at any time. Occasionally, an incorrect price may be shown, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible upon us becoming aware of the mistake. We reserve the right to cancel the booking if you do not wish to accept the price which is actually applicable to the travel arrangements.

Price changes

7.2. For Packages, changes in fees (including transportation costs, fuel costs, dues, taxes, fees such as landing taxes or embarkation/disembarkation fees at ports/airports and exchange rates) and services mean that the price of your travel arrangements (or any part of them) may change after you have booked your travel arrangements. However, there will be no change to the cost of your travel arrangements within 7 days of departure.

7.3. In relation to the price of Packages, we will absorb, and you will not be charged for any increase equivalent to up to 2% of the price of your total travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that. If this means that you have to pay an increase of more than 10% of the price of your total travel arrangements (excluding insurance premiums and amendments charges), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality, you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of monies paid, except for any amendment charges and cancellation charges already incurred. We will consider at our discretion an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel due to a price increase of more than 10%, you must exercise your right to do so within 14 days from the issue date printed on your invoice.

7.4. Should the price of your travel arrangements go down due to the changes mentioned in clause 7.2 above, by more than 2% of the total cost of your travel arrangements, then any refund due will be paid to you. We will deduct from this refund our administration expenses incurred. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel arrangements due to contractual and other protections in place.

Check-in deposits

7.5. You should be aware that some Suppliers may authorise or charge your payment card at check-in as a deposit for any incidentals such as room service, telephone calls or other hotel services or for damage or incidents occurring during your stay and which are not part of your holiday package with Falcon and Sachz Ltd. Some Suppliers may require a cash deposit upon check-in for customers who do not have a payment card. The amount authorised or charged can vary considerably depending on the Supplier and/or the destination. It is your responsibility to ensure sufficient funds or credit are available to cover the amount required by the Supplier. Falcon and Sachz Ltd. is not responsible for setting the amount of any deposit required and if you have any queries you should contact the Supplier prior to departure.

Onboard Gratuities / Service Charges

7.6. Cruise lines operate varying policies regarding onboard tipping. Many will automatically add a daily charge to your onboard account. This charge will either be discretionary or mandatory; if discretionary the charge may be removed upon request. Some cruise lines also allow this daily charge to be pre-paid at the time of booking and this can be cheaper than paying onboard.

7.7. In addition to any daily charge, a compulsory service charge of approximately 15-20% often also applies to all bar, spa and salon bills. This compulsory charge is not covered when pre-paying any daily service charge. Prices exclude any gratuity or service charge that may be payable on board or in advance.

7.8. As per the cruise lines’ terms and conditions, you will be required to abide by the cruise line’s gratuity / service charge policy and must settle your account in full before disembarking the ship at the end of your cruise.

 

 

8. If You Change Your Booking

8.1. If, after our invoice has been issued, you wish to change your travel arrangements in any way, we will endeavour to make these changes (subject to these Booking Conditions and any applicable charges being paid by you), but it may not always be possible. All amendments are subject to availability and eligibility to make changes and actual charges applying will be advised to you when you request the change. Any request for changes to be made must be from the ‘lead name’ on the booking. Written notification by mail or email from the ‘lead name’ on the booking must be received at our offices as soon as possible. If we agree and are able to make the changes requested, you will be asked to pay an administration fee of £100 per person and any further cost we incur in making this alteration. In cases where the administration charges made by our Suppliers are higher we reserve the right to pass on such charges to you.

8.2. You can transfer your booking to another person who satisfies all of the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure. Both you and the new traveller are jointly liable for paying all costs we incur in making the transfer. Additionally, an administration charge will be made of £100 per person for requests made more than 61 days (or 100 days cruise, 180 days world cruise) before departure, and £200 per person within 61 days (or 100 days cruise, 180 days world cruise) before departure. For flight-inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight. If you request to change all names on a booking, this will be considered as a cancellation and subsequent new booking and full cancellation charges will apply for the original arrangements.

8.3. Name change requests within 120 hours of the date of departure cannot be guaranteed. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight. If you request to change all names on a booking, this will be considered as a cancellation and new booking and full cancellation charges will apply.

8.4. You should be aware that any amendment costs or fees could also increase the closer to the departure date that changes are made. Only one change of departure date, per booking may be permitted, subject to availability. Any changes to your departure date will be treated as a cancellation and full cancellation charges will apply. In addition, you will be asked to pay an admin fee of £100 per person and a new deposit per person to secure the new departure date. Any further changes may be treated as a cancellation by you and result in cancellation charges being applied.

Please note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation of your travel arrangements and a cancellation charge of up to 100% of the relevant part(s) of the arrangements. In some cases, any changes made may mean you having to pay for the cancelled arrangements and purchasing new ones at full cost.

8.5. We reserve the right to increase or change the administrative fees referred to above at any time.

 

 

9. If You Cancel Your Holiday

9.1. You, or any named member of your party, may cancel your travel arrangements at any time prior to departure. Written notification by post or email from the ‘lead name’ on the booking must be received at our offices as soon as possible. Since we incur costs in cancelling your travel arrangements, you will be required to pay the applicable cancellation charges (with the exception below). For more information see below.

Please note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance company. Your insurance premium is non-refundable by us.

9.2. You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign, Commonwealth and Development Office.

Period before departure within which notice of cancellation is receive by us in writing

% of total booking price*

More than 84 days

Loss of deposit

62-83 days

50%

35-61 days

70%

22-34 days

90%

21 days or less

100%

*In some cases, the deposit may be a higher amount to secure your arrangements, this will be non-refundable and the charges will be added to the cancellation charges above. In cases where cancellation charges made by our suppliers are higher than the cost of the deposit, we may pass the charge on to you. Please ask for full details and we will notify you of the specific charges applicable to your booking.

 

9.3. Our cancellation charges are a percentage of the total holiday cost together with the other factors set out in this section. These charges are based on how many days before your departure we receive your cancellation notice and not when your correspondence was sent to us. Please note that any amendment charges are non-refundable. For insurance premiums, you should refer to your insurance provider’s cancellation policy.

Please note: If you have booked a cruise, any cancellation will incur additional cancellation charges including those in line with the relevant cruise line’s charges.

Please note: In the case of cancellation after receipt of documents, no refund will be given unless unused tickets are returned to us.

Please note: If only some members of your party cancel, in addition to incurring the applicable cancellation charges, we will recalculate the holiday cost for the remaining travellers. You may have to pay extra room charges e.g. single room supplements.

9.4. After departure no refund will be made on any part-used components of your holiday (e.g. unused flights, unused car hire or as a result of early check-out). You will be charged 100% of the price of all part-used components. Any voluntary changes made by you when on holiday will incur additional charges.

9.5. All cancellation charges become payable by you immediately upon confirmation of the cancellation.

Please note: Certain arrangements may not be cancelled after they have been confirmed and any cancellation could incur a cancellation charge of up to 100% of that part of the arrangements. Please be aware that in some instances, airline ticketing deadlines may result in higher cancellation charges being applied to your booking. Similarly, hotels may charge a higher cancellation fee and you may therefore be charged a higher amount than detailed above. Amendment and cancellation charges for bookings containing cruising elements will be applied in line with the cruise provider’s own booking conditions. These could be up to 100% of the total holiday cost and may vary between cruise providers. If you have taken advantage of an airline offer and paid a higher deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above.

9.6. Changing your holiday due to Covid-19

We will not be responsible for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances: 

a) If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. 

If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability: 

   i) Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by other suppliers);

   ii) If not everyone on the booking is affected, you will have the right to transfer your place on the holiday to another person nominated by you, subject always to the requirements of clause 8.2.

   iii) Cancelling your holiday, in which case our standard cancellation charges will apply as at the date of cancellation by you. You may be able to claim these costs back from your travel insurance provider. 

If this happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs. 

b) You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday. 

You are responsible for complying with any official guidance from governments or local authorities, both in the UK and whilst on your holiday. You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and that of those around you.

 

10. If We Change or Cancel Your Holiday

10.1 Website/Brochure Accuracy

We rigorously check all holiday information to ensure it is correct to the best of our knowledge before being published. Product descriptions and facilities may change before and after you book as our marketing material is prepared well in advance. Please check the up to date position at the time of booking as service providers may wish to maintain or improve their facilities. Flight times, carriers and routes are given for guidance only as there may be changes and details will be shown on your final itinerary and e-tickets. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year, events occurring in the destination or other situations beyond our control etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long-term changes we will endeavour to advise you without undue delay.

10.2 Pricing Errors

Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. We will endeavour to notify you at the time of booking of pricing errors (if we are then aware of the mistake), within 7 days of the time of booking or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.  

10.3 Flight Changes

Flight timings, routings and days of operation shown on our website, in our brochures and/or detailed within your confirmation invoice are for guidance only and may be subject to change. They are set by airlines and are determined by various factors. Any changes to such arrangements are outside of our control. Airlines occasionally change the type of aircraft used on a particular flight without advance warning. We will advise you of any significant changes and any minor timing changes will be shown on your travel documentation, which you should check carefully when received. Any change in the identity of the airline, flight timings and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges, except where specified in these conditions.

10.4 If We Change or Cancel Your Holiday Before Your Departure

We plan arrangements a long time in advance of your holiday using independent suppliers. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, occasionally, changes are significant.

Examples of a significant change include: a change of accommodation to that of a lower category and/or price for the whole or a major part of your time away, a change of flight time of more than 12 hours, a change of UK departure airport (except between London airports), or a significant change of resort area. We do our best to avoid cancelling holidays but we must reserve the right to do so and will only cancel your confirmed booking after you have made full payment where we are forced to do so as a result of ‘force majeure’ as defined below (see 10.5) or lack of minimum numbers.

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

(a) accepting the changed arrangements (with any refunds that may be due to you for changes to a lower category of service); or

(b) selecting an alternative holiday from us of a similar standard to that originally booked, if available. If this holiday is cheaper than the original, we will refund the price difference. You will be liable to us for any additional costs’ payable for the new arrangements; or

(c) cancelling the booking or accepting our cancellation of the booking, in which case you will receive a full refund of all monies you have paid to us, within 14 days. 

If we have to make a significant change or cancel we will, where appropriate, pay you compensation as set out in the table below. Compensation entitlements will vary depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions:

Compensation will not be payable and no liability beyond offering the above-mentioned choices in 10.4(a-c) can be accepted where: (i) we are forced to make a change or cancel as a result of unavoidable and extraordinary circumstances beyond our control, the consequences of which we could not have avoided even if all reasonable measures had been taken, or (ii) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached.

No compensation will be payable and the above options set out in 10.4(a-c) will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one. A change of flight time of less than 12 hours, airline (except where otherwise stated), type of aircraft (if advised) or destination airport will all be treated as minor changes. 

Compensation

 

Period before departure within which a significant change or cancellation is notified to you or your travel agent

Compensation 

More than 60 days:

NIL (more than 91 days if your booking includes a cruise)

60 – 42 days:

£20 (90 – 42 days if your booking includes a cruise)

41 – 28 days:

£30 

27 – 15 days:

£40 

14 – 0 days:

£50 

Compensation in the event of any significant change to your cruise arrangements, will be made as future credit towards another cruise, rather than a cash value.

Please note: the above payments are per full fare-paying passenger (excluding infants). For children invoiced at reduced rates, compensation will be paid on a pro-rata basis of the adult rate.

10.5 Changes Due To Circumstances Beyond Our Control

Except where otherwise expressly stated in these booking conditions, we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by, or you otherwise suffer any damage, loss or expense of any nature as a result of, "force majeure".  In these booking conditions, "force majeure" means any unavoidable and extraordinary circumstances beyond our control which we or the supplier of the service(s) in question could not have avoided, even if all reasonable measures had been taken. Such events may include but are not limited to, whether actual or threatened: war, riot, civil strife, terrorist activity and its consequences, industrial dispute, natural or nuclear disaster, adverse weather conditions; epidemics, pandemics or other outbreaks of illness, fire and any other situations which are outside our control.

10.6 Tours

Whilst every effort is made to operate a tour as advertised, on occasion it may be necessary to make changes to the accommodation, content, routing or order of an itinerary. Unless the change significantly alters the holiday, no refunds or compensation will be payable. In the event that a change is significant, see 4.4 – If we change or cancel your holiday before departure.

10.7 Minimum Numbers

Some of our trips/tours require a minimum number of participants to enable us to operate them. We will indicate at the time of booking whether a particular holiday is subject to a minimum number of participants. If the minimum number is not reached, we reserve the right to cancel your booking. We will advise you at least 61 days before departure if this is the case. You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid. No compensation will be payable, and we are unable to offer refunds of any associated costs e.g. insurance, visas etc.

11. Flight

11.1. You have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. Your rights to a refund and/or compensation from us are set out in clause 10. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

11.2. If you are delayed for a reason other than for unavoidable or extraordinary circumstances and in respect of the main flights included in your Holiday, if the delay exceeds 4 hours we will ensure that you receive light refreshments from the airline; if it exceeds 6 hours, you will receive a main meal and in the event of a longer delay, wherever possible, you will receive meals and accommodation appropriate for the time of day.

11.3. We are not always in a position at the time of booking to confirm the carrier(s), aircraft type and flight timings which will be used in connection with your flight. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) or any change in the identity of the actual carrier(s) as soon as we become aware of this. The carrier(s), flight timings and types of aircraft shown online and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets which you will receive electronically before departure. You must accordingly check your etickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched — we will contact you as soon as possible if this occurs. Any change in the identity of the carrier(s), flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges.

11.4. This website is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

11.5. Flight Seat Requests, Airlines & Aircraft

Please ensure that you check in early if you a have particular seat preference, we have no control over the allocation of seats by the airline even if a request has been made with them to pre-book specific seats for you and the provision of particular seats does not constitute a term of your contract with Falcon and Sachz Ltd. Although some airlines offer the facility to book seats online, this is not always possible when booking a holiday through us, as the holidays we offer are based on special Tour Operator fares. 

In accordance with EU directive (EC) no. 2111/2005, we are required to bring to your attention the existence of a ‘Community List’ which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm .

We are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking.  We do this by listing carriers to be used or likely to be used on your holiday confirmation invoice. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of ‘If we change or cancel your holiday’ will apply.

11.6. Direct Flights

A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en route for re-fuelling or to let passengers on and/ or off. Details of any stops will be given on your itinerary wherever possible.

11.7. Code Share Flights

It is a common practice for scheduled airlines to use a code share system, which may include you flying with a partner airline. Where this situation arises, it is not classed as a major change.

11.8. Scheduled and 'No Frills' Carriers

‘No frills’ flights do not generally include refreshments or in-flight meals.

11.9. Flying times

The times given are approximate and based on outbound flights. They may vary depending on flight schedules, type of aircraft, weather conditions etc., and are indications of the hours spent actually flying (excluding time on the ground during stops en route or when changing aircraft). Where no figures are shown, we do not offer direct or same day connecting flights. 

 

Please note: In accordance with Air Navigation Orders, in order to qualify for infant status, a child must be under 2 years of age on the day of its return flight.

Please note the existence of a ‘community list’ (available for inspection at http://europa.eu ) detailing air carriers that are subject to an operating ban with the EU Community.

12. Behaviour

12.1. When you book a Holiday with Falcon and Sachz Ltd. you accept responsibility for the proper conduct for yourself and your party whilst on Holiday.

Please note: For the purposes of this section reference to “you” or “your” includes any other person in your party.

12.2. If we or any other person in authority or any Supplier of any service is of the reasonable opinion that you or any member of your party is behaving in such a way as to cause or be likely to cause danger or upset to any other person or damage to property, we will be entitled to terminate the holiday of the person(s) concerned with immediate effect.

12.3. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your time away. Payment must be paid direct at the time the damage or loss was caused to the service supplier concerned failing which, we reserve our right to make a claim against you as set out at 12.6.

12.4. If you are disruptive and prevented from boarding your outbound flight in the UK, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see clause 9). If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. We will not be liable for any refund, or compensation or any costs or expenses you incur.

12.5. If you are refused carriage because of your behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you.

12.6. As a result of your behaviour during any stage of your holiday including on an aircraft, transfer, in any accommodation, cruise or excursion; we reserve the right to make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result, including but not limited to (i) cleaning, repairing or replacing property lost, damaged or destroyed by you, (ii) compensating any passenger, crew, staff or agent affected by your actions and (iii) diverting the aircraft or cruise for the purpose of removing you. Criminal proceedings may also be instigated.

13. If you have a complaint

13.1. If you have a complaint whilst away you must immediately notify our local representative and the supplier of the service (s) and complete a report form in resort. If they are unable to resolve the problem, you should contact us straight away on the details shown in your travel documentation and we’ll do everything reasonably possible to resolve your complaint whilst you’re on holiday.

13.2. If you are still not satisfied on your return home, please call us on 02082424667 option 2, email us at enquiry@falconandsachz.com  or write to us at Falcon and Sachz Ltd. Limited, Suite 13 95 Miles Road, Mitcham, Surrey, England, CR4 3FH within 28 days, giving your booking reference and all other relevant information.

13.3. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you fail to follow these procedures, your right to compensation may be affected as we will have been deprived of the opportunity to rectify the problem. Please also see clause 14 below.

14. Additional assistance

14.1 If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur.

15. What happens to complaints

15.1. We are a Member of Travel Trust Association (TTA), membership number U977X. We are obliged to maintain a high standard of service to you by TTA’s Code of Conduct. We can also offer you TTA’s scheme for the resolution of disputes. If we can’t resolve your complaint, go to https://www.thetravelnetworkgroup.co.uk/Code-of-Conduct to use TTA’s simple procedure. Further information on Conciliation and Arbitration in resolving disputes can be found on 1.11 Conciliation and Arbitration.   

16. Our liability to you

16.1. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both.

(1) In respect of Packages

We promise that your holiday arrangements will be made, performed or provided with reasonable skill and care. This means that we will accept responsibility if, for example, you suffer death or personal injury or your contracted arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing your arrangements. Further, we will be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment or carrying out work we had asked them to do.

(2) In respect of other arrangements

We promise to use reasonable skill and care in the performance of our contractual obligations, subject to and in accordance with these Booking Conditions. Our contractual obligations consist of using our reasonable skill and care in making your booking and arranging your accommodation/car hire/flight, as well as using our reasonable skill and care in choosing our suppliers.

(3) In respect of Packages and other arrangements

We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

 (4) Except as specifically set out in these conditions, we will not accept any further or different liability than the Package Travel and Linked Travel Arrangements Regulations 2018 impose. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us.

(5) We limit the maximum amount we may have to pay you for any claims you may make against us. The maximum amount we will have to pay you where we are found liable for loss of and/or damage to any luggage or personal possessions (including money) is £50 per person affected unless a lower limitation applies to your claim under this clause.

For all other claims which do not involve death or personal injury, the maximum amount we will have to pay you if we are found liable to you on any basis is three times the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

(6) Our liability will also be limited in accordance with and/or in an identical manner to:

a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and

b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions. 

You can ask for copies of the travel service contractual terms, or the international conventions, from us at the details provided.

Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under any convention or regulation which applies to the travel arrangements or hotel stay in question. In any circumstances in which the carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier; any sums you receive from the carrier will be deducted from any amount due from ourselves.

(7) Covid-19: Limitation of liability

Both you and we each acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.

You acknowledge that the suppliers providing your holiday, including but not limited to airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment including but not limited to, the wearing of face-masks by guests/ consumers and staff members, social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. These measures will not have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.

Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

  1. If you, or anyone in your booking party, test positive for Covid-19 and has to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.

Where this event occurs within 14 days of your departure date, you must contact us as soon as possible to discuss your options, as you may not be able to travel as planned.

  1. In the event that you test positive for COVID-19 whilst on holiday, you must notify us without delay and we will provide such reasonable assistance as we can in the circumstances. We will not, however, be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have adequate travel insurance which covers these costs for you.
  1. If you fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday.

 (8) Local Excursions/Activities/Events/ Resort Credits

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 or on our website. 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. Excursions, tours, activities or other events that you may choose to book or pay for through our concierge service or whilst you are away (‘Local Events’) are not part of your package holiday provided by us and these website terms and conditions do not apply. For any Local Event your contract will be with the supplier of that Local Event and not with us. We are not responsible for the provision of the Local Event or for anything that happens during the course of its provision by the supplier. Please note that this position also includes all hazardous activities.

(9) Resort Credits

Resort credits provided or offered by hotels do not form part of your package holiday. We do not accept liability for any items or experiences including excursions, activities or events booked using resort credits.

(10) The services and facilities included in your holiday will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply, or, if there are no applicable local regulations, if they are reasonable when compared to the local standards in practice.

(11) Every occurrence of unavoidable or extraordinary circumstances will lead to the suspension of the obligations in these Booking Conditions and we shall not be liable as a result of our inability to meet such obligations in an event. If it is impossible to ensure your return as scheduled due to unavoidable or extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of two nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notify us of these needs at least 48 hours before the start of your holiday.

17. Data protection/privacy

In order to process your booking, send you a brochure or respond to an enquiry, we need to collect personal data from you. Depending on what’s required, the personal data we collect may include names and contact details, credit/debit card or other payment information and special requirements such as those relating to any disability or medical condition which may affect holiday arrangements and any dietary restrictions which may disclose your religious beliefs (“sensitive personal data”). All references in this privacy policy to personal data include sensitive personal data unless otherwise stated. The person who makes the booking is responsible for ensuring that other members of your party are aware of our booking conditions and this privacy policy and that they consent to your acting on their behalf in your dealings with us.

We may disclose personal data to companies to companies who act as data processors on our behalf. In making your booking, you consent to personal data being passed on to the relevant suppliers and other third parties. We take appropriate technical and organisational measures which are intended to prevent unauthorised or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data.  

By making a booking with us, you agree to allow your insurers, their agents and medical staff to disclose relevant information to us in circumstances where we may need to act in your interests or in the interests of everyone in any group with whom you are travelling.

For information on how we collect, process and manage your data in line with the General Data Protection Regulation please refer https://www.falconandsachz.com/Cookies.aspx

You are generally entitled to ask us what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. Please identify any such enquiry as a Subject Access Request and direct your enquiry to a member of our Customer Services team at enquiry@falconandsachz.com , who will respond to you within one month. In certain circumstances we are entitled to refuse your request. If you believe that any of your personal data which we are processing is incorrect, please contact us immediately so it may be updated. 

If your name or contact details have changed, please send your new contact details to: enquiry@falconandsachz.com  .

If you no longer want to receive Falcon and Sachz Ltd.  marketing information, please request us to remove you from the mailing list by sending your customer reference, full address or email address to enquiry@falconandsachz.com  .

Full details of how we use your information, appears at https://www.falconandsachz.com/Cookies.aspx

18. Special requests and medical information

18.1. If you wish to make a special request, you must do so at the time of booking. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.

18.2. We are happy to advise and assist you in choosing a suitable holiday. As some of the accommodation and resorts featured may lack even the simplest facilities, such as ramps for wheelchairs, lifts etc, it is important that, when booking, you advise us of any disabilities and special requirements to make sure the holiday meets your specific needs. If you have any specific dietary needs or severe allergies please contact us to discuss your personal needs. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we become aware of these details. For further assistance, please call the on 0208 2424 667 or email enquiry@falconandsachz.com .

18.3. In respect of cruises, expectant mothers in or over their 24th week of pregnancy at the start of the cruise may not be able to travel on certain cruise liners. Pregnant women may be required to provide medical documentation confirming fitness to travel. Cruise liners can refuse boarding and will not accept any responsibility if the requirements are not met. You must inform us if you or any other member of your party is pregnant or becomes pregnant prior to travel.

19. Photographs

The images featured in our brochures and online have been used by kind permission of our business partners and are protected by copyright.

General information

20.1 Law & Jurisdiction

English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description (hereinafter referred to as “claim”) which arises between us (except as set out below). We both also agree that any claim (and whether or not involving any personal injury) must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).

20.2 Health, Safety & Security Abroad

We take the safety and security of our customers extremely seriously. If the Foreign, Commonwealth & Development Office advises that people should not visit a particular destination and we reasonably believe this is going to affect your holiday arrangements, we will act on this and we reserve the right to cancel your holiday. However, we are sure you appreciate from press and television coverage that the political, economic and social conditions in many of the countries we feature in this brochure are not as stable as we are used to in the UK. Sadly, crimes against both people and their property are a fact of life the world over, and when in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself. Travellers have the same responsibility for their health, personal safety and that of their possessions as they do at home. 

We sell holidays to many parts of the world, some of which do not conform to British health and safety standards. We request that all hotels comply with the local regulations applicable in their country for health and safety, but we cannot guarantee that these meet British standards and therefore urge you to undertake reasonable precautions to protect your travelling companions and yourself whilst on holiday.

To make the most of your trip abroad, check out the Foreign, Commonwealth and Development Office website at https://www.gov.uk/foreign-travel-advice . Packed with essential travel advice and tips, this website offers a wealth of country-specific information that only the FCDO can provide.

20.3 ANIMAL ENCOUNTERS

It is a condition of travelling with us that you will at all times follow the instructions of the guides and staff of our local operators. Should you fail to do so or be overly confident, eager or reckless in approaching an animal, you may be withdrawn from the trip and excluded from taking any further part in it. Should an animal be killed or injured because of a provoked attack, a fine per animal may be charged by a local wildlife officer.

We cannot control wildlife or the weather and do not guarantee that you will see all the wildlife and experience all the weather conditions referenced in our trip descriptions and imagery. It is also possible that access to wildlife may be restricted by national government regulation which we will be required to comply with and your booking is subject to this.

You are likely to come into contact with both wild and domestic animals. All animals, including domesticated ones, are unpredictable and capable of causing injury and even death. They may also carry disease or parasites which may be passed on by close contact with the animal or its faeces. You must therefore exercise a great deal of caution and take responsibility for your own safety in any situation where animals are, may be or have been present. All instructions and guidance provided in relation to any animal, whether in advance or by anyone accompanying you, must be followed at all times and no animal must be touched or approached unless you are specifically invited to do so. As we cannot control any animal nor predict its behaviour, we cannot accept any liability for any injury, illness, death, loss, damage or other claim of any nature which you suffer in connection with any animal.

 

21. Important Holiday Information

21.1. Representative Services

Please note that we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met upon arrival. Please ensure you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.

22. Your accommodation

22.1 Hotel Grades

Choosing the right hotel can be a dilemma, especially when travelling to long haul destinations. Whilst most hotels have official star ratings locally, in some cases these cannot always be relied on. We have categorised all hotels throughout online to give a general guide. Standards can however vary between hotels of the same class, in different countries, and even in the same country. For example, city hotels which often cater for business as well as leisure travellers may have generally higher standards than a beach resort where the atmosphere will tend to be more relaxed. It is important to carefully read the individual hotel descriptions. 

22.1.1. Single Rooms

If a single person occupies a double or a twin room a single supplement will be chargeable as the cost of providing the room costs the same to the hotel, regardless of how many people occupy it. This also applies to self-catering units where they are not fully occupied. Where single rooms are available, they are often smaller and sometimes less well-appointed than other room categories. On safari, excursions and touring holidays, single rooms cannot always be guaranteed. Please check to see if any special offers or single saver rates are available at your preferred hotel.

22.1.2. Triple/Quad Rooms

A third or fourth person sharing a room either shares existing beds or has an extra bed (which may be of camp-bed style) placed in a double/twin room. As conditions may be cramped, you may wish to consider booking two rooms.

22.2. Booking A Room For Early Arrival Or Late Departure

Unless otherwise stated, check-in is generally between noon and 3pm on the day of arrival, and checkout is between 10am and noon, irrespective of your arrival or departure times. Please speak to your Travel Expert if you would like us to book a room for you prior to the hotel’s standard check-in time or  after the standard checkout. We may be able to reserve your room for you at an additional fee.  

22.3. Hotels For Couples

Some hotels marketed as being for “couples” cater for mixed sex couples only. In some countries, such as Sri Lanka and Dubai, same sex couples are illegal. We recommend that if you are a same sex couple, you thoroughly research your chosen hotel/destination before you book, to ensure it is suitable for you.

22.4. Room Upgrade/Honeymoon/Anniversary Offers

When the offer of a room upgrade is included with your booking, it is not necessarily an upgrade to the next category featured in our brochure, but usually an upgrade to the next category of room (not suite) available within the hotel. Anniversary offers only apply if you’re celebrating your Golden (50th) wedding anniversary while on holiday. 

Remember to advise us if it is your honeymoon or Silver/Golden anniversary and to take a copy of your marriage certificate with you on holiday. In order to qualify for a special offer, the corresponding part of your stay must start and end within the date band advertised. For hotel sale discounts and bonus night offers where there is a minimum stay requirement, the nights spent at the hotel must be consecutive. Any offers shown are correct at the time of publishing, but they may change at short notice and not all offers can be combined. For the most up to date and available offers, please contact our sales team or check on-line.

22.5. Children On Holiday

Accommodation offers are subject to availability of triple or quad rooms. Please note meals are not provided for infants. Any charges, such as for a cot in the room or food for the infant, are to be paid by you, directly to the hotel, unless expressly stated otherwise.

Infant airfares are based on an infant sitting on an adult’s lap and additional charges will apply for infants requiring their own seat. There is no entitlement to a separate seat on an aircraft if the flight is full. International airline regulations allow only one infant per adult. A private minibus or vehicle must be booked for escorted tours, coach tours or safari holidays if travelling with children under 10.

Some destinations, owing to their lack of special child or medical facilities are also not suitable for very young children but we would be happy to advise which hotels or resorts we think suit your requirements best. See the relevant pricing information for any specific minimum age restrictions that may apply.

Hotel and airline provider definitions of an Infant may vary. We are happy to make enquiries to suit your individual needs upon request.

22.6. Meals

22.6.1. Meals, if included, are based on table d’hôte menus or a meal voucher system, unless specified otherwise in your travel documentation. Holidays which include main meals generally commence with dinner on the day of arrival at your hotel and terminate with breakfast (on half board) or lunch (on full board) on the day of departure. All Inclusive packages generally finish at check-out time on your day of departure between 10am and noon. After this time, payment for any additional meals must be made direct to the hotel. No refunds on meals not taken can be given.

22.6.2. Special dietary requirements can seldom be catered for adequately within the constraints of a table d’hôte menu and cannot be guaranteed. Anyone with special requirements should consider which meal plan is most suitable for their needs.

22.6.3.  Where breakfast is included this will more commonly be a continental breakfast, although full breakfasts are provided at certain hotels. Please ask at the time of booking if this is important to you.

22.6.4. Supplements for optional meal plans offer you the opportunity of being able to budget for extra costs before you go. In some cases, you may find the cost of the meal cheaper locally, however we regret that it will not be possible to refund the difference either during or after your holiday.

22.6.5. Pre-booked meals may be subject to dining in the main restaurant only and on occasion it may be necessary to be seated with other hotel guests. If you have paid a half board supplement it may be possible in some hotels to ask for a credit from the table d’hôte dinner to be used against a meal in an à la carte restaurant. Please note that the value of the voucher will generally be considerably less than the half board supplement included in your holiday price.

For a full description of what’s included, check the hotel description. Hotels often place restrictions on restaurants and meal arrangements. Times for inclusive drinks, meals and snacks vary. All Inclusive does not necessarily mean that unlimited food and beverages are available 24-hours a day and it is uncommon for minibars to be included in such packages. An All-Inclusive package may not include bottled water, imported drinks, à la carte meals, or some specialty dishes. Some restaurants expect you to reserve a table and will be subject to availability. Not all bars and restaurants operate on an All-Inclusive basis. Also, there may be cash bars once participating All Inclusive bars close.

22.7. Public Holidays / Local Festivals / Events

Some celebrations may result in a reduction of facilities, entertainment and the availability of alcohol. Regional/local festivals and events may also take place throughout the year. You should research your destination if you have concerns about what impact these may have on your holiday. Local tourism offices can often be found online should you wish to check for information prior to booking. 

22.8. Holiday Seasons

Some of the destinations that we feature have quieter 'off peak' periods when you can take advantage of uncrowded beaches and a more personal attention from hotel staff at excellent prices. At this time, it may be necessary for hotels to scale down the size of some of their facilities, such as restaurants, to match demand.

22.9. Peak Season Supplements

During peak periods such as Christmas and Easter when demand outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners will be provided. The cost of these supplements will be quoted to you at the time of booking and are applied by the supplier, not Falcon and Sachz Ltd.

22.10. Other Hotel Guests

Many hotels accommodate weddings, conventions and conferences. Also, some destinations may have an influx of groups such as students, associations or clubs. We have no control over the acceptance of bookings at the hotels that we feature. We are therefore unable to accept responsibility for any inconvenience caused by such groups or their activities.

22.11. Building & Development Work

Many hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of such work where this can reasonably be expected to have an effect on your holiday, we will endeavour to notify you of it as soon as possible, however near to your departure this may be.

22.12. Water/Electricity Supplies

In many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Whilst hotels do everything possible to maintain full services, power cuts and/or water restrictions may be experienced that are outside of their control. We cannot be held accountable for such occasions where outages or interruptions arise.  

22.13. Accommodation In The Tropics

In many hotels, especially beach resorts, ‘insects’ in the rooms (e.g. ants, cockroaches etc.) and the occasional rodent sighting around the hotel grounds are almost inevitable. It should by no means be taken as a sign of dirtiness, as it is simply a fact of life in these destinations. Likewise, birds, cats and dogs may also be seen in resort areas.

22.14. Views from accommodation in the tropics

Views from some hotel rooms/accommodation may be obscured by palm trees and other vegetation that can grow very quickly in tropical climates. Room categories may also vary between different properties. Please check room descriptions carefully if a specific location and/or view is important to you.

23. Transport / entry requirements

23.1. Under 18's Travelling Without Parents

Please note, minors travelling without their parents may need to have written authority from them confirming they are permitted to travel. This should be translated where necessary, with both copies notarised. You must ensure that you check the specific requirements for any country that you are travelling to or transiting through. Failure to provide the correct documentation may result in denied boarding or being refused entry. Domestic border control may require the same upon your return home. It is your responsibility to ensure that all necessary paperwork is obtained in good time before departure.

23.2. Group Transfers

Our holidays include group transfers from airports/hotels and vice versa unless otherwise stated on the appropriate pages or your documentation. A group transfer is generally a shared transfer and the type of vehicle used will normally be dependent upon the size of the group, with stops being made en-route to drop off/pick up other clients. The duration of your transfer will be dependent upon the individual arrangements required. In many destinations, we also offer the choice of upgrading to your own private transfer at the appropriate cost. Where we are unable to provide group transfers as an option, private transfers will be quoted within your holiday arrangements. Please note some transfer arrangements may require reconfirmation locally. Be sure to check your travel documentation prior to departure.  

23.3. Car seats for children

Child seats are not provided for transfers and the legislation varies from country to country.  If you specifically require a car seat, we advise you to take your own.

24. General

24.1. Excursion/Meal Packages

Excursion or meal packages which are offered are not always cheaper than buying the same arrangements locally. It is often the case that these packages are offered for the convenience of being both booked and paid for in the UK. The cost of any unused tours within excursion packages may not be refunded.

24.2. Local Purchases

We cannot accept responsibility for any items you may purchase locally e.g. jewellery/furniture etc. and the quality and value of such cannot be guaranteed. We recommend that you check whether or not any extra charges will be payable for import duty or freight as we are unable to assist with any costs you may incur in this respect.

24.3. Weather & Tidal Conditions

Information is supplied by the Meteorological Office, local tourist offices and other sources and is offered as a general guide only. Please note that many of the destinations we feature have a tropical climate where heavy rainfall and strong winds (sometimes hurricane force) do occur at certain times of the year. During monsoon season, you are likely to get more rain than sunshine. Most people go on holiday to spend time in the sunshine and although adverse weather conditions can be very frustrating, Falcon and Sachz Ltd. cannot assume any responsibility for the statistical information provided, nor accept liability to make refunds or pay compensation for alternative arrangements, damage to property or curtailed holidays as a result of such conditions.

Some destinations featured are subject to tides at specific times of the year which can affect swimming. Depending on the destination you have chosen, there may be restrictions on areas where it is safe to swim due to strong currents or sea defences which protect the local beaches. We strongly recommend you listen to local advice to ensure your own safety. Please refer to meteorological websites for the latest and most up-to-date information on tides for the destination you intend to travel to.

24.4. Maldives / Coastal Conservation

It is becoming ever more important to conserve the world’s natural resources. Changes in season, wind direction and tides can cause the shape and beach width of some tropical islands to change. The use of sandbags and sand pumping procedures on beaches is becoming increasingly necessary, in order to minimize the effects of erosion. Whilst such activity is most prominent in the Maldives, other tropical locations may also be affected. Reef eco systems worldwide are suffering from bleaching, erosion and other natural decline, associated with extreme weather and climate change. Whilst the effects can be temporary, recovery can be very slow.

25. Volunteering Holidays

The volunteering element of your holiday involves working and, where applicable, staying in locations which tourists do not usually visit. These locations are often remote and the conditions for the people who live there are generally basic. Volunteering is not a conventional holiday activity and the organisations with whom we work do not provide services for tourists. Whilst we will endeavour to carry out certain health and safety checks on any accommodation you are intended to stay in, these checks will be limited. We do not carry out health and safety checks on the other elements of your volunteering experience as it is not practical for us to do so. We make no representations or promises as to the conditions you will encounter during your volunteering experience or that there will be compliance with any minimum standards of health, safety or hygiene. You must therefore exercise caution and take all appropriate steps to protect yourself against the risks involved. Subject always to the requirements of clause 20.3.

Whilst volunteering, you are likely to come into contact with both wild and domestic animals. animals, including domesticated ones, are unpredictable and capable of causing injury and even death. They may also carry disease or parasites which may be passed on by close contact with the animal or its faeces. You must therefore exercise a great deal of caution and take responsibility for your own safety in any situation where animals are, may be or have been present. All instructions and guidance provided in relation to any animal, whether in advance or by anyone accompanying you, must be followed at all times and no animal must be touched or approached unless you are specifically invited to do so. As we cannot control any animal nor predict its behaviour, we cannot accept any liability for any injury, illness, death, loss, damage or other claim of any nature which you suffer in connection with any animal. Subject always to the requirements of clause 20.3.

 

Falcon and Sachz Limited

Registered in England: Company Number 07747976. Registered Address: Suite 13 95 Miles Road, Mitcham, Surrey, England, CR4 3FH.

 

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