Booking terms

These are the booking terms and conditions of Elite Travel Services Limited, trading as Elite Sports Travel. They apply to every booking, however it is made. You can also download these terms as a PDF to keep for your records.

Section 1: Important information

All of our Booking Terms are important, but for your reference key payment, cancellation and ticket terms are set out in this section.

1. Payment of your holiday package

The price of your Holiday Package must be paid in the instalment payment plan outlined in the Confirmation Letter/Email provided to you.

When you make your booking request you must pay a non-refundable deposit per person and potentially a number of non-refundable interim payments, the amount of these deposits will vary depending on the package price per person as indicated in the Confirmation Letter/Email provided to you.

2. If you cancel your holiday package

2.1. A cancellation can only be accepted in writing from the Lead Booker and is only effective from the date it is received in our offices.

2.2. Subject to the Covid-19 clauses referred to in Section 6 below, on the cancellation of your booking your cancellation cost will be equal to the amount paid in deposits, interim payments and final balance payments made as per the payment schedule. Should you fail to make any payment as per the agreed instalment payment schedule, and you submit cancellation request after the deadline date for any payment and before making your required payment, then you will remain liable to make those payments to bring your account into line and these payments will form part of your cancellation cost. It is a condition of booking and travelling with us that you take out an adequate Travel Insurance policy to cover any cancellation costs you may incur.

2.3. You may pay by online bank transfer, Maestro, Visa Debit, Visa or MasterCard or any other payment method we make available to you at the time of payment. We do not accept Amex.

3. Special requirements & travelling with children

3.1. Everyone is welcome to travel with us, but we will need to know if you require any assistance on flights, at accommodation, at match venues or on travel services, have reduced mobility or have a medical condition that might affect your ability to travel with us. Please call us to discuss your requirements if you believe any medical condition or disability you have may affect your active participation in your package activities. You must let us know about your special requirements when you make the booking so that we can make arrangements with our suppliers.

3.2. Children under the age of 17 will be refused travel unless each child is accompanied by a parent or guardian.

4. Travel insurance

4.1. We consider adequate travel insurance with a reputable insurance company (and including comprehensive Covid-19 cover) to be essential and as such we make it a condition of our contract with you (please see Section 10: Travel Insurance, Additional Products, Visas & Health for more information). If you do not take out suitable insurance from our provider you promise and undertake on behalf of yourself and each member of your party:

• (a) to arrange holiday insurance which provides comparable cover to that offered by us;

• (b) not hold us responsible for any costs incurred by any member of your party due to your (or their) failure to take out adequate insurance; and

• (c) to indemnify us for any costs incurred by any member of your party due to your (or each member of your party’s) failure to take out adequate insurance.

4.2. Confirmation of the above in no way limits or excludes your statutory rights or limits the legal obligation owed to you where the providers of your holiday/travel arrangements (such as an airline or hotel) are at fault. You agree that if we ask you to, you will confirm these promises by signing and returning a Travel Insurance Indemnity Form on our request. If you refuse to provide this indemnity we will not allow you to travel and you will not be due any refund.

5. Passport, visa and health requirements

5.1. As you are travelling outside of Great Britain, if you would like travel advice before you depart, the Foreign & Commonwealth Office provides specific advice about most destinations around the world. This can be viewed at www.gov.uk/knowbeforeyougo

5.2. As you are travelling outside of Great Britain, it is your responsibility to check that you (and those for whom you are booking):

• (a)are in possession of valid passports and any appropriate visas. You should check passport and visa requirements well in advance, particularly if you are a non-British passport holder. Any charges, fines etc., that may be levied by authorities in the UK or overseas for non-compliance of regulations in this area will be recharged to you; and

• (b)have checked with a medical professional well in advance of your departure date that you are fit to travel and which vaccinations or inoculations are advisable for the chosen destination.

5.3. Where your flight includes transit through the United States you will be required to comply with the Visa Waiver Programme (VWP) and ESTA process. Where your travel itinerary includes a stop-over/stay in Australia, you will need to obtain a VISA prior to departure. Please review the www.gov.uk/knowbeforeyougo for further information on both countries entry requirements.

6. Covid-19

6.1. Please note that the Foreign, Commonwealth & Development Office (FCDO) currently advises against all but essential travel to a number of overseas destinations, including popular holiday destinations in which we operate. However, many of these destinations remain open and welcoming to UK tourists and flights to and from these destinations continue to operate. Whilst holiday destinations remain open to UK tourists, flights continue to operate and holiday services can be performed, we will continue to offer holidays to our customers who wish to travel. If you book a holiday with us during the Covid-19 pandemic, you confirm that you have checked, understand and accept the FCDO travel advice relating to your chosen destination, including where there may be a requirement on you to quarantine upon your return to the UK (or in destination), and understand and accept that there is a heightened risk of travelling during the Covid-19 pandemic, beyond that associated with travel during ordinary times. You are also required to purchase a specialist travel insurance which includes certain cover for Covid-19. You are required to read and accept this Acknowledgment of Risk which hereby forms part of your contract with us.

6.2. For up-to-date travel advice from the UK government, visit www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk. We recommend that you consult these websites before booking in order to make an informed decision about your chosen destination, and again before departure.

6.3. You must purchase specialist travel insurance policy available which includes specific cover for Covid-19 related issues and incidents which may affect your travel arrangements [and travelling to a destination subject to a FCDO advisory against travel]. You can choose to purchase the travel insurance offered by us or a comparable alternative. It remains your responsibility to read and understand the insurance policy and ensure that it is suitable and adequate for your particular needs. Please read your policy details carefully and take them with you on holiday. If you choose to travel without adequate insurance cover, we will not be liable for any losses suffered by you in respect of which insurance cover would otherwise have been available.

6.4 Where you are choosing to travel to a destination subject to the FCDO advisory against non-essential travel you accept that once your booking has been confirmed, if you decide not to travel due to the FCDO advisory, you will have to pay our standard cancellation charges as shown in Section 2 of these booking conditions, you are not entitled to cancel and receive a full refund in these circumstances, as it is assumed and you confirm that you have made your booking with full knowledge of the FCDO advisory against non-essential travel.

Where your chosen destination is exempt from the FCDO advisory against non-essential travel at the time of booking but is subsequently removed from the FCDO exemption list and at that point becomes subject to the FCDO advisory against non-essential travel, you accept that you will not have the right to cancel your booking and receive a full refund. If you choose to no longer travel in these circumstances, you will have to pay our standard cancellation charges as shown in Section 2 of these booking conditions, as you made your booking with full knowledge of the risks of travelling during the Covid-19 pandemic.

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:

If you, or anyone in your booking party, test positive for Covid-19, 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 immediately as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:

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 as any increase in cost imposed by suppliers);

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 compliance with the requirements within our booking conditions;

Cancelling your booking, in which case we will impose our standard cancellation charges as at the date of cancellation by you. You may be able to claim these costs back from your travel insurance, please check the policy wording.

If this happens whilst you are on your holiday, please notify us immediately 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. Your travel insurance may cover some of these costs for you, please check the policy wording.

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 boarding, entry to the destination, access to the travel services or you are otherwise unable to proceed with your holiday, or any part of the holiday, or you are required to self-isolate within the destination. Your travel insurance may cover some of these costs for you, please check the policy wording.

6.5 You acknowledge that the suppliers providing your holiday 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 and temperature testing. We do not expect these measures to have a significant impact on your enjoyment of your holiday and all measures will be taken with the purpose of securing your safety and those around you.

6.6 In these booking conditions, “Events Beyond Our Control” means a situation which is beyond our or the supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, flood, epidemics and pandemics, fire, airport, port or airspace closures, restrictions or congestion, flight or entry restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel. Except where otherwise stated in these booking conditions, we have no liability including for compensation, costs and expenses in such situations.

Section 2: Your booking & financial protection

7. The terms and conditions of your booking

7.1 These Booking Terms and Conditions (Booking Terms) (and any terms referred to) set out the basis on which we offer ticket inclusive travel and accommodation packages group sports supporters holidays and individual holidays as set out in the Confirmation Letter/Email.

7.2 We recommend that you read these Booking Terms carefully and print/keep a copy for your records.

7.3 You (as the Lead Booker) must accept the Booking Terms in order to complete the booking process. When you make a booking request, you guarantee that you have the authority to accept all of the Booking Terms on behalf of your travelling party (group). You are responsible for ensuring all of your group comply with the Booking Terms.

7.4. The booking is between us and the Lead Booker. We will only discuss the booking with the Lead Booker, except where we have (at our sole discretion) agreed with the Lead Booker to discuss the booking with a named third party and have received from the Lead Booker written authorisation confirming the named third party’s details.

7.5. Please review our cancellation terms (please see Section 1: Important Terms) as your deposit and other payments made by you may not be refundable should you need to cancel.

7.6. You must not transfer, resell, offer, expose or make available any tickets or other services you purchase from us. For example, you may not offer tickets for sale on an auction website or secondary ticket market website or split your package and sell each service separately.

8. Telephone bookings

8.1. If you had not seen these Booking Terms when you made the booking and you are not happy to proceed with the booking now that you have seen them please return all documentation to us at of The Townhouse, 114-116 Fore Street, Hertford, Hertfordshire, SG14 1AJ within 7 days of receiving them. Your booking will be cancelled and your monies relating to your package (but not travel insurance) will be returned in full (except for credit card charges), provided you have not commenced your travel. This clause does not apply if your booking was made within 16 weeks of departure.

9. Our company

9.1. Your booking is with Elite Travel Services Limited t/as Elite Sports Travel of The Townhouse, 114-116 Fore Street, Hertford, Hertfordshire, SG14 1AJ. Our Company Number is 10175548.

10. Your financial peace of mind

10.1.  We appreciate that you are spending a lot of money on your package and want to reassure you that it is financially protected.

10.2.  We are a Member of the Travel Trust Association (TTA), membership number Q4694. As a member of the TTA you are 100% Financially Protected. Our financial affairs are monitored and regulated by the TTA and insurances are taken out in order to protect your money in the event of our insolvency or the insolvency of any of our suppliers. Further details are available at www.traveltrust.co.uk.

10.3.  We are required to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency. One of the additional ways we provide this security is by way of an ATOL Certificate administered by the Civil Aviation Authority for packages that include a flight. Our ATOL Certificate Number is T7614. If you book arrangements other than a package holiday from us, the financial protection referred to in this clause does not apply.

10.4.  When you buy an ATOL protected air holiday package and/or flights from us you will receive a Confirmation Letter/Email from us (or via our authorised agent through which you booked) confirming your arrangements and 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.

10.5. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, 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). 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, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

11. Status

11.1. By placing an order with us, you promise to us that you are at least 18 years old and that you live (meaning that you have a permanent residential address which will be your billing address) within the European Union or European Economic Area. Any booking requests that do not comply with this promise will be cancelled.

11.2. Your order is for the accommodation/travel services you have selected and may include official event/match tickets. We call this your “package” and will confirm these details to you in writing in a Confirmation Letter/Email when your booking request is accepted.

11.3. Additional products and services which you book (whether now or at a later date), such as insurance, airport parking or excursions, will not form part of your package and will be a separate contract with separate rights and obligations.

11.4. No one other than the Lead Booker or us may enforce this contract and these Booking Terms do not create any right enforceable by any third party.

11.5. Booking one of our packages is subject to availability at the time of booking.

11.6. In addition, the content, duration and particulars of a package may vary from the date of publication of a brochure, marketing material or content on our website to when your booking is confirmed. You should check if your package has changed prior to making your booking request.

12. How to make your booking

12.1. You may make a booking request online via our website or by returning to us a signed booking request form. After completing your booking request and paying the per person deposit you should receive an e-mail from us acknowledging that we have received your booking request. We will consider your booking request and confirm to you in writing if we accept it. Your contract with us forms and is binding when we dispatch our booking Confirmation Letter/Email to you. If you have not received this confirmation and believe you should have done so please contact us at sales@elitesportstravel.co.uk

12.2. It is your responsibility to check the travel package detailed in your Confirmation Letter/Email is complete and accurate as this is what we will provide you. If it is not complete or accurate you must let us know within 5 working days of receipt, any changes after this time may be subject to an administration and/or cancellation charges.

12.3. It is always possible that, despite our best efforts, the package in your Confirmation Letter/Email may be incorrect (for example, an incorrect ticket category has been listed). If we discover an error in your Confirmation Letter/Email we will inform you in writing of this error and we will give you the option of:

• (a)  paying any additional fees to continue to purchase the package as incorrectly listed in your Confirmation Letter/Email;

• (b)  accepting the correction to the Confirmation Letter/Email; or

• (c)  cancelling your package and receiving a full refund.

We will not proceed until we have your instructions. If we are unable to contact you using the contact details you have provided, we will treat the package as cancelled, refund all payments made and notify you in writing. Please note that if the error is obvious and unmistakeable and could have reasonably been recognised by you, we do not have to provide the incorrectly stated elements to you at the incorrect price. The provision of the original or incorrectly stated elements are subject to availability at the date the mistake is brought to our attention.

12.4 Payment is required at the time your booking request is made which we hold until your request is confirmed. Please note that we do not formally accept this money from you until we issue you with a Confirmation Letter/Email. If we do not accept your request we will not send you a Confirmation Letter/Email and no contract will form. In which case we will return your payment to you.

12.5 We do not accept booking requests that are conditional on any special requests you have made.

12.6 If we have provided you with a quote it will remain valid for 7 days unless we say otherwise. Our acceptance of a quote is still subject to availability at the time of booking and no contract will form until we issue you with a Confirmation Letter/Email.

12.7 If you do not pay the deposit within 7 days from the date of invoice, we will deem your booking request withdrawn and cancelled.

Section 3: Payment

13. Paying for your booking

13.1 We reserve the right to alter the prices of any of the packages shown in our brochures or on our website.

13.2 You will be advised of the current price of the package that you wish to book before your contract is confirmed.

13.3. A third party may make payment on behalf of the Lead Booker, however the contract remains with the Lead Booker regardless of who has made payment.

13.4. When you make your booking request for a package you must pay a non-refundable deposit of the total booking price.

13.5. Additional deposits may be required for flight upgrades and other non-standard products or services you request from us.

13.6. If required, we will write to you to confirm when and how you will have to pay an additional payment. These additional payments may become non-refundable in part or full if we have made commitments to suppliers for these services for which we are unable to receive a full refund or are charged a cancellation fee.

13.7. We will invoice you for the total amount of your booking with your Confirmation Letter/Email and the instalments (please see Section 1: Important Terms) can be paid by the payment methods detailed in the remittance section of our invoice.

13.8. If your booking is made less than 10 weeks before the date of travel you must pay in full.

13.9. You must pay us in Sterling. You will be responsible for paying all bank and foreign exchange charges.

13.10. If for any reason the payments are not received by us by the due dates, we reserve the right to cancel your booking and levy a cancellation charge as though there had been a cancellation.

13.11. Lead Bookers are responsible and liable for payment for all persons within their group.

14. Increased charges

14.1 We will absorb any cost increase equivalent to 2% of the price of your package except for any increases in taxes. If the cost of your package increases by more than 10% we reserve the right to cancel your package. The price will not increase within 30 days of your departure.

14.2 Before we cancel your package, we will contact you to discuss whether you wish to pay an additional amount to maintain your package or transfer to an alternative package of an equivalent price to that which you have already paid (if available). If you choose to cancel, you will receive a full refund of all monies paid, except for any amendment charges already incurred. You will have 7 days from the date we contact you regarding the price increase to decide what to do.

14.3. Except as provided in this section, we will not increase your package price unless you decide to alter the contents of your package.

15. What is not included in the price

15.1. Your Confirmation Letter/Email will specify what is included in the price of your package.

15.2. The following are not included in any package price unless specified and you should budget for these expenses accordingly: non-UK or Ireland Visa applications, destination airport departure taxes, United States ESTA application fees, inoculations, transport to and from your UK departure point, transport to and from our special events, insurance, porterage, car parking, excursions, gratuities, internet access, excess baggage costs, meals, snacks and beverages. This is not an exhaustive list, if it is not in your Confirmation Letter/Email it is not included in your package.

16. Single room supplement

16.1. All our rates and charges are calculated on the basis of two people sharing a room unless otherwise specified. All bookings for single room occupancy or odd number group bookings will be subject to our single room supplement unless we agree otherwise in writing.

Section 4: Changes & cancelling your booking

17. Amending your booking

17.1.  If, after you have received your Confirmation Letter/Email, you wish to change your travel arrangements in any way, we will do everything reasonable to make these changes but it may not always be possible.

17.2.  Any request for changes must be made in writing by the Lead Booker.

17.3.  You will be required to pay an administration charge of (£25) per person per change, and any further cost we incur or charge in making this alteration.

17.4.  You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.

17.5.  Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements requested to be changed.

17.6.  Suppliers may charge us for making your amendments and if they do we will pass these charges on to you. These charges are in addition to our administration charge and we will notify you of this charge prior to incurring it.

17.7.  Subject to clause 17.5, if the size of your group reduces, then we will recalculate the cost of the package for those who are still going. If this change creates an odd number within your group then you will have to pay a single room supplement.

17.8.  Amendments to products and services that do not form part of your package will be subject to the terms and conditions applicable to those product and services.

17.9.  Please note all communications to our suppliers must be through us and you agree not to contact them directly.

18. Cancelling your booking

Cancellation by you:

18.1.  You may cancel your package at any time prior to the start of your trip subject to the cancellation charges set out in Section 1: Important Terms.

18.2.  Written notification from the Lead Booker must be received at our offices to cancel a package. Since we incur costs in cancelling your package arrangements:

• (a)  we will retain the non-refundable deposit you have already paid us; and

• (b)  where the non-refundable deposit you have paid is less than the cancellation charge; you will be required to pay the difference as well as any other costs which we are committed to with our suppliers for your booking that are non- refundable.

18.3. If you choose not to receive part of the services you have booked or you finish your stay or trip part way through you will not be entitled to a refund for the goods and services that you do not utilise.

18.4. If you have made a group booking and wish to cancel part of the package for a person(s) within your group but the remainder of the group still intends to travel, then the cancellation charges will apply as above but in relation to the pro rata total package cost attributed to that person(s). If this change creates an odd number within your group then you will have to pay a single room supplement.

18.5. The cancellation charges or retention set out will be applied no matter what the reason for cancellation. However, if the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

18.6. When you opt for upgrades or other special arrangements we may commit money on your behalf with the end supplier. Often the end supplier will require us to pay a non-refundable deposit and balance payments to secure these. If you cancel a package and we cannot recover the monies from the end supplier for these arrangements we will charge this amount to you or deduct this from any refund in addition to the cancellation charges set out in the relevant terms applicable to that additional element. Cancellations for events and other additional products or services are dealt with in the relevant additional product or service terms.

18.7. If you cancel your package and we are able to offer it for re-sale, your package will not be deemed to be re-sold until the remaining inventory of all identical and/or similar packages as at the date of cancellation have been sold first.

Cancellation by us:

18.8. In very rare circumstances we may have to cancel your booking, your travel arrangements or an event. For example, if the minimum number of clients required for a particular travel arrangement or event is not reached, or there is something that happens that is outside of our control (e.g. a natural disaster in the county of travel or a Covid-19 related reason) then we may have to cancel your package.

18.9. We will not cancel your travel arrangements less than 5 weeks before your departure date, except for reasons of force majeure (for example a natural disaster or any other circumstance outside our reasonable control), failure by you to pay the final balance or if you are in serious breach of these Booking Terms.

18.10. If we cancel your package (other than for non-payment of your package instalments or for a serious breach of these Booking Terms), you can accept an offer of an alternative package of comparable standard from us, if available, (we will refund any price difference if the alternative is of a lower value) or you may have a refund of all monies paid (less credit card charges and insurance premiums).

18.11. If it is necessary to cancel your travel arrangements, other than for reasons outside of our control or your failure to pay, we will pay to you compensation equivalent to the relevant level set out as follows:

Compensation per paying passenger, by the number of days before departure that we notify you of cancellation:

• More than 56 days: £0

• 55-43 days: £10

• 42-21 days: £20

• 20-8 days: £30

• 7-0 days: £40

18.12. In all cases insurance premiums, credit card and American Express card charges will not be refunded.

19. If we change your package

19.1. We make arrangements for your package a long time in advance. Given this lead in time we may have to make changes to your arrangements and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date.

19.2. However, if we make a ‘major change’ to your package, we will inform you as soon as reasonably possible. You will have the choice of either:

If you chose

• (a)  accepting the change of arrangements; or

• (b)  accepting an offer of alternative arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value); or

• (c)  cancelling your package and receiving a full refund of all monies paid.

• (a) or

• (b), we will reduce the price of the package(s) booked with us on the scale shown below. If you chose

• (c), we refund any money you have paid to us and where you are advised of the change within five weeks of departure, we will pay compensation on the following scale:

Compensation per full paying passenger, by the period before departure:

• More than 56 days: options A and B, nil (package price £0 to £250) or nil (package price over £250); option C, nil

• 55-43 days: options A and B, £15 (package price £0 to £250) or £20 (package price over £250); option C, £10

• 42-21 days: options A and B, £20 (package price £0 to £250) or £25 (package price over £250); option C, £15

• 20-8 days: options A and B, £25 (package price £0 to £250) or £30 (package price over £250); option C, £20

• 7-0 days: options A and B, £30 (package price £0 to £250) or £35 (package price over £250); option C, £25

A compensation payment discharges all our liabilities to you and by accepting it, you agree to waive any other rights you may have.

In all cases, except where the major change arises due to reasons of force majeure (natural disasters, strikes or other reasons) which we cannot control, we will pay compensation as detailed in the above.

19.3. If the change is not a ‘major change’ we will not provide any compensation or refund any expenses or other costs incurred and you will not be entitled to cancel.

19.4. We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute (strikes), terrorist activity and its consequences, natural or nuclear disaster, fire, ash clouds, adverse weather conditions, match fixture or scheduling changes, epidemics, pandemics and unavoidable technical problems with transport.

19.5. Changes to events, additional services and excursions will be separate to your package and will not require us to pay you compensation.

19.6. A major change before departure includes a change of:

• (a)  UK departure airport (excluding a change of London airports); or

• (b)  Outward departure time or overall length of your holiday of twelve or more hours on a package of fourteen days duration, or twenty-four or more hours on a package of twenty-one days duration (this only applies once we have confirmed your final itinerary to you specifying your flight time).

19.7 A major change does not include a change:

• (a) of travel service provider;

• (b) of the type/method of transportation (for example, coach to train, coach to plane and vice versa;

• (c) to, or cancellation of, an event you are attending

• (d) to match venues for a match which you are due to attend;

• (e) to scheduled match dates and times to which we are providing tickets;

• (f) to additional elements such as insurance or excursions; or

• (g) of hotels if the new hotel is of the same or a higher standard.

20. Cancellation of the match/event

20.1. We recommend you check your insurance to make sure that you are covered in the event that the match(es) you are due to attend is rescheduled, cancelled or postponed.

20.2. Tickets are sold subject to the relevant Event’s ticket terms & conditions which may include the ticket issuer’s right to alter or vary the programme due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets. If the match to which you are due to attend is cancelled, we will refund you the face value of your match ticket to the extent that we receive a refund from the ticket issuer. Your package will be unaffected by the match cancellation and we will continue to provide you with these services.

Section 5: Your package

21. Your package

21.1.  Your package includes those products and services confirmed to you in our Confirmation Letter/Email. If you purchase additional products and services for example, insurance, they do not form part of your package and will be governed by separate terms and conditions. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of the provision of the services by the operator.

21.2.  We do not guarantee that we can make special amendments to our packages. If we are able to make special arrangements for you we will charge you for any additional cost we incur plus a reasonable administration charge. As special arrangements will be specifically made for you we are unlikely to be able to resell them if you cancel. Therefore we cannot provide a refund or compensation if these are cancelled.

21.3.  Your package is not transferable unless we agree otherwise and confirm this in writing. You must not sell, or advertise for sale, your package, or any part of it (including the tickets, entry to special events etc.), to another person, company or organisation. If you breach this obligation the ticket issuer may cancel your tickets and we reserve the right to cancel your booking (without liability to you) and retain your money or refuse to transfer your booking. Nothing in this clause is intended to exclude or limit your statutory rights in relation to your package.

22. Functions, eve of match events & gala dinners

22.1.  If entry into one of our functions or eve of match events is included in your Confirmation Letter/Email we will confirm the details of your attendance and the event inclusions in your final itinerary or event documentation.

22.2.  If you have purchased an invite to our Gala Dinner you will be able to attend our Gala Dinner.

22.3. You will be required to comply with the venue operator’s terms of entry which will include policies on acceptable behaviour. If you are unable or choose not to attend a function, an eve of match event or Gala Dinner there is no refund or cash alternative available. Your right to enter the function, an eve of match event or Gala Dinner is not transferable and is at our discretion.

22.4. If we are prevented from holding the function, an eve of match event or Gala Dinner for reasons outside of our control then no refund will be payable.

22.5. At our functions, eve of match events and Gala Dinners we are fortunate to gain privileged access to celebrities or players who we ask to speak openly and freely to provide you with an enhanced insight and experience. In order to provide an environment where our celebrities and players feel comfortable to speak freely, we ask you to refrain from recording (audio and/or visual) and/or publicly disseminating any part of our function, eve of match event or Gala Dinner. Still photography is permitted.

22.6. The celebrities or players in attendance at an event are at the complete discretion of Elite Sports Travel and you acknowledge that those persons advertised as being in attendance at an event may change at short notice. In addition the date, time and venue of an event may change due to reasons outside of Elite Sports Travel’s control. We will not be liable for the cost of any arrangements you have made which you no longer require.

22.7. Celebrities or players in attendance at the function, an eve of match event or Gala Dinner have the freedom to express their own views and opinions. You acknowledge that the views and opinions expressed are not necessarily a representation of the views and opinions of Elite Sports Travel.

22.8. Photographers and film makers will be in attendance at the event and may capture your image. It is a condition of entry into the event that you and your group consent to use and publication of your image and likeness by us for whatever purpose we see fit (including marketing purposes).

22.9. Transport to and from the function, an eve of match event and Gala Dinner is your own responsibility and is not provided as part of any package unless otherwise stated in your Confirmation Letter/Email and/or itinerary.

23. Entry into attractions

23.1. If your package includes admission tickets for an attraction, day out, performance or show, such tickets will be subject to the ticket issuer’s terms and conditions in addition to the venue’s terms of entry.

23.2. Once tickets are sent to you these cannot be replaced if lost, stolen, damaged or defaced after delivery.

23.3. There are no cash refunds available if you do not use your admission tickets.

24. Escorted tour

24.1. If your tour is confirmed as “Escorted” this means that you will be accompanied by a member of our staff (or such other representative as we see fit) during key stages of your tour such as arrival to your destination or checking into a new hotel. It also means that our representatives will be available for a set period of time on days notified to you in advance in your hotel to support you as required. We will also operate a 24 hour helpline for the duration of your tour.

24.2. We know you like to enjoy your own time as well as spending time with your fellow travellers. As such “Escorted” does not mean that we will supply a tour leader or that our representatives will be with you for every hour of every day or will accompany you on all of your activities.

25. Flight & ticket packages

25.1. Our Flight & Ticket Packages include a return international flight as well as the tickets to the matches that form part of your package. These tours are designed to give you the flexibility to make your own travel plans. These are not Escorted or accompanied tours and do not include hotel or other accommodation, any transfers or other travel, internal flights, fuel, parking, excursions, insurance, food or beverages. This is not an exhaustive list and if it is not listed in your Confirmation Letter/Email you will have to pay for it yourself. We will also operate a 24 hour helpline for the duration of your tour.

26. Support

26.1. Most of our hotels are staffed by us for a set period of time each day to support you as required, but we do not guarantee this will be the case.

26.2. We will also operate a 24 hour emergency telephone helpline for the duration of your package.

26.3. You acknowledge that we will not supply a tour leader. Our representatives will not be with you for every hour of every day and may not be present on your transportation.

27. Merchandise

27.1. Where your package includes merchandise you will be required to submit your sizing choices for you and your group before the deadline date which we will notify to you in writing.

27.2. Please note that sizing varies from provider to provider. We will provide sizing guides where available, but these are for information purposes only.

27.3. Once selected it will not be possible to change your selected size.

27.4. We will not accept requests to return or exchange items of merchandise. The exception to this is where the item is faulty and/or damaged. In this instance we will provide you with a replacement for the faulty/damaged item at our cost. You will be responsible for returning the item to us. We will reimburse your reasonable costs of returning the faulty item to us.

Section 6: Accommodation

28. Accommodation

28.1.  The package and hotel rating do not have any correlation to the ticket category included in your package.

28.2.  You acknowledge that you have been provided with sufficient information to make an assessment as to whether your accommodation is suitable for your needs, irrespective of how we have classified it. You should not rely on our classification system to infer facilities and standards of the hotel that is comparable with European Standards.

28.3.  Your room type and configuration will be specified in your Confirmation Letter/Email but you acknowledge that a hotel can change this at their discretion and at short notice. As the hotel reserves this right in our contract with them and we do not have control over this we shall not be liable to you for any changes to your room type or configuration that are imposed on us.

28.4. Your accommodation will be listed in your Confirmation Letter/Email unless you have booked a package with unnamed hotels, in which case your accommodation will be confirmed to you prior to departure.

28.5. Breakfast (if provided) will be confirmed in your Confirmation Letter/Email. The format of Breakfast is at the accommodation providers’ discretion, as such it may not be a traditional ‘full English breakfast’.

28.6. Accommodation must be used by the persons named in your bookings. You must not allow other people to stay in your room(s). You are not permitted to change the room names at check-in and any room name change requests must be made to us prior to your date of travel.

28.7. Our accommodation providers will have terms of occupancy that you will be required to accept when you check-in. This may include providing a credit card pre-authorisation or providing a cash bond for guaranteeing additional spending. Individual check-in and check-out times will be confirmed in your final itinerary or supporting documents.

28.8. You will be responsible for any breakages damage and additional goods/services you purchase during your stay at the accommodation we provide. Your package does not include early check-in, porterage, late check-out, storage charge, any room service, mini bar purchases, internet access, telephone charges, pay-tv services, parking, food or beverage or any other service charges. This means you must settle your bill before you leave.

28.9. It may not be possible to use loyalty cards or member schemes in connection with the accommodation. Accommodation may not be deemed to be eligible in accordance with the relevant scheme’s rules meaning that awards, points or similar may not accrue in connection with the stay.

28.10. Please note that not all accommodation will have dining areas, bars, room service, Wi-Fi/Internet Access, safes (in rooms or on site for the secure storage of belongings are not a confirmed facility) or other services.

28.11. All photographs for accommodation used and information provided are for the purposes of illustration only and should not be taken to be literal representations of actual facilities, accommodations or services offered unless otherwise advised. Such information and photographs are provided to us by the accommodation service providers. Therefore we cannot guarantee its completeness or accuracy.

28.12. You are responsible for all incidental charges on your room. For group accommodation blocks, it is the responsibility of the group leader to ensure the group do not incur any incidental charges that can be charged back to the master account, such as mini-bar charges, room charges, laundry, incidentals etc. Any charges received post-checkout from any property relating to a stay as part of a group will be charged back to the group at the end of the trip, together with an administration fee of £100 per room.

Section 7: Flights

29. Flights

29.1.  Due to the bespoke nature of the packages booked with us, we are not able to specify on the website the airline or aircraft type that we will use.

29.2.  We will inform you of the airline (or range of airlines) we plan to use in your Confirmation Letter/Email, but we reserve the right to change airline or aircraft types at any time (see If We Change Your Package). Such changes will not be regarded as a major change for the purpose of these Booking Terms and you will not be entitled to cancel the package booked with us without paying the appropriate cancellation charges (see Cancelling Your Booking) we will confirm your airline to you prior to departure.

29.3.  You will receive a flight confirmation letter/email from us which will specify your airline and flight times approximately 6 months before departure. These details will be reconfirmed in your final itinerary and you should check these as soon as possible as they might have been changed. Changes are not uncommon as all flights are subject to the granting of permits and licences by authorities, both in the UK and Overseas.

29.4.  Online check-in will not be available for your flights as they are booked as part of a group allocation. You will be required to attend the airport to check-in for your flight. Further information will be provided in the supporting documentation.

29.5.  Unless you have selected an upgrade your flight will be economy class. Due to seating configurations and other requirements, you and your group may not necessarily be sat together during your journey.

29.6. Excess baggage charges are the responsibility of each passenger. We shall not be liable to pay any excess baggage charges on a passenger’s behalf. Any excess charges incurred will be passed onto the Lead Booker.

29.7. It may not be possible to use frequent flyer, other loyalty cards or member schemes in connection with the flights. The flights may not be deemed to be eligible flights in accordance with the relevant scheme’s rules meaning that awards, points or similar will not accrue in connection with the flight.

29.8. Some flights may have to stop en-route and as factors affecting this are not always known before departure, we cannot always notify you in advance, though we will always endeavour to do so.

29.9. Planned flight times will be given in the various documentation you receive, though these are for guidance only and are not guaranteed.

29.10. Please check your final itinerary as soon as you receive it, as it will show the final timings for your flights.

29.11. In the event of your flight arrangements being changed or cancelled, as outlined in this section, we accept no liability for extra costs or consequential loss, arising directly or indirectly from any independent contract arrangement, between the client and a third party.

29.12. Please note that the captain of the aircraft has absolute authority over the aircraft and passengers at all times, when they are boarding or on board the aircraft.

29.13. The captain can refuse to carry anyone if they are, in the captain’s opinion, unfit for any reason to travel or may pose a danger to the aircraft or other passengers.

29.14. If you or any person for whom you are booking is refused carriage in these circumstances, the contract with us will terminate immediately and we will have no further responsibility of liability to you.

29.15. Arrangements in the event of travel delay are the responsibility of the carrier.

29.16. Departures are normally from a London airport and you will be responsible for the cost of transfers to your departure airport unless explicitly advised in your Confirmation Letter/Email. Subject to availability and payment of any additional cost we may be able to offer regional departures.

29.17. Under EU Law, you have rights in some circumstances to 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 package from us.

29.18. Baggage allowance varies between airlines and once we have confirmed your flights you should check what these are. You may have to pay additional charges at check in if these are exceeded.

29.19. There are air carriers which are banned from operating within the European Union. These are listed at http://ec.europa.eu/transport/modes/ai r/safety/air-ban/index_en.htm Rest assured we will not be using any of these carriers on your trip.

30. Conditions of carriage

30.1. By making your booking you are agreeing to the carrier’s general conditions of carriage which are accessible on the carrier’s website.

31. Flight upgrades

31.1. Subject to availability and the payment of the additional costs you may upgrade your flights. Flight upgrades you pay for will form part of your original package.

31.2. We require payment in full for the upgraded flight element to be paid to reflect the increased cost. We will confirm all upgrades to you in writing.

31.3. If you cancel a package that includes an upgraded flight we will add our non-recoverable costs from the relevant airline to our cancellation charges set out in Section 1: Important Terms and as described in paragraph 17.6 above.

32. Business class

32.1. Please note that business class service and experience can vary between international and domestic carriers and from carrier to carrier. Please note that business class is not always available as an option on domestic flights. You may therefore not experience the same service and experience from your departure point to your destination and there may not be a business class option for certain sectors of your journey.

33. Multi-sector flights

33.1. Please note that where your itinerary includes multi-sector flights with different airlines, those airlines luggage restrictions/allowances may not be consistent for the duration of your journey. Conditions of Carriage (which include luggage restrictions and allowances) will vary from carrier to carrier. For example, your second carrier’s luggage allowance in respect of the weight of hand/hold luggage may be less than your first carrier’s. These restrictions/allowance are non- negotiable and you will be required to comply with them otherwise you may be subject to additional charges imposed by the carrier.

34. Flight regulations

34.1. There are still restrictions on what you can carry onto planes or have in your hand luggage. This includes sharp instruments. For a full list please see here: https://www.gov.uk/hand-luggage-restrictions

34.2. A number of food and other products cannot be brought back into the UK from outside of the EU (or taken into other countries, please also see clause 43). For a full list see here www.direct.gov.uk/dontbringmeback You will need to declare cash if you are entering or leaving the European Union (EU) and carrying cash of 10,000 Euros or more, or the equivalent in other currencies. You will also need to declare cash when entering certain countries (please also see clause 43).

Section 8: Travel services

35. Travel services

35.1.  All travel services (including all coaching, airport hotel transfers and Match Day Transfers but excluding flights and motorhomes) provided as part of a package will be subject to the travel service provider’s conditions of carriage and luggage restrictions in force from time to time. We shall not be responsible to you for any breaches of the conditions of carriage and any subsequent refusal of the travel service provider to transport you or any member of your group. Further information regarding travel services will be provided to you when available via travel documentation and accommodation notice boards.

35.2.  Please arrive at least 20 minutes before the scheduled departure times for your travel service on both the outward and in bound journey sectors. Our transportation providers will only pick up and drop off at the locations specified in your Confirmation Letter/Email.

35.3.  Seats are not reserved and as such you and your group may not necessarily be sat together during your journey.

35.4.  We are unable to delay departure times and therefore will not be liable should you or a member of your group miss a departure time. We shall not be required to hold up a service to wait for any individual or to provide a seat on any other service if you or any member of your group do not arrive on time and miss a departure.

35.5. All journey times are approximate. When travelling to an event (e.g. a match), we leave sufficient time to get to that event but shall not be responsible for delays or cancellation in travel services caused by reasons outside of its direct control.

35.6. Your luggage entitlement will be confirmed in your final itinerary or supporting documents. Luggage must not contain any dangerous, illegal or excessively sized items and such luggage will be refused to be carried. You take luggage and valuables at your own risk and we shall not be liable for any of your personal property being lost, stolen or damaged. You must not leave any luggage on transport unattended.

35.7. You acknowledge that the travel service may not be a direct service to and from your destination.

35.8. You acknowledge that in respect of Match Day Transfers (where provided), the event organisers will operate a transport plan over which we have no control. Accordingly, you acknowledge and will make your group aware that vehicles may not be able to drop off and/or park in the immediate vicinity of the stadium and that some walking may be required or that the use of an additional park and ride facility may be required.

35.9. You and your group will be required to wear seat belts (where provided) at all times whilst in a vehicle forming part of our travel services.

35.10. Please let us know as soon as possible if you require any assistance to travel for example if you require wheelchair access and we will liaise with our supplier and confirm to you the arrangements available.

35.11. We do not permit any alcohol or food to be consumed on a travel service unless permitted by the relevant carrier. No smoking or vaping is allowed on any travel service we provide even if the travel service provider permits it.

35.12. We or our travel service provider may refuse boarding if you or a member of your group are deemed to be behaving inappropriately (including drunken behaviour). We shall not be liable to you for the behaviour of other passengers over which we have no control and if you are refused boarding we shall not be liable to you and we shall have no liability to return you to your point of origin.

35.13. You shall be responsible for any damage or soiling caused to our carrier, its equipment or mode of transport by you or your group and if we get charged for such damage or soiling you agree to repay us for such amount we are charged as a result of your actions.

36. Motor homes

36.1. If you have requested a Motor Home rental as part of your package the providers’ terms (a copy of which will be sent to you prior to your booking, please see Appendix 2: Motor Home Terms) will apply to you and by making a booking request, you agree to be bound by these terms.

37. Match day transfers

37.1. Match Day Transfers (e.g. transfers from your accommodation to the Match and back) are not included in your package unless specified in your Confirmation Letter/Email. If they are included, the times and locations of the pick-up and drop off points will follow in your final itinerary, supporting documentation or be displayed on hotel information boards. Drop off points will be designated by the event organisers over which we have no control. Match Day Transfers may be on public transport, if they are private vehicles, they may be shared with other clients. If the transfer is private, this will be confirmed in your Confirmation Letter/Email.

Section 9: Tickets

38. Tickets

38.1.  As part of your package we will allocate you official match tickets for the matches included in your booking. All tickets are supplied in accordance with the venues and/or event organisers ticket terms and conditions as amended from time to time. The ticket terms and conditions will be issued to you or updated prior to your departure. You are required to agree to be bound and comply with these terms and conditions. You will also inform anyone in your group that they are accepting these terms and conditions as part of your package.

38.2.  Where available, stadium maps showing categories and/or locations of tickets are for information purposes only and provided as a guide. The guides are not to scale and are an approximation of where you may be seated in the stadium. The stadium/organiser reserves the right to re-categorise, move or reallocate categories and locations at its sole discretion. We may not be informed of such reorganisations or re-categorisations.

38.3. Please note that some stadiums are not ‘all- seater’ stadiums meaning that spectators may be required to stand as seats may not be provided.

38.4. Tickets will be officially allocated from an allocation provided by the event organiser and/or venue. Please note that the organisers designate Elite Sports Travel’s allocation and location of ticket categories within the stadia over which we have no control.

38.5. We will distribute your tickets to you in a manner that we deem most appropriate. We will inform you which method of distribution we intend to use prior to departure but reserve the right to amend this at any time. Once distributed, tickets are your responsibility and cannot be replaced.

38.6. If you require special mobility or accessible/disabled tickets you must inform us at the time of making your booking request. Please note that accessible/disabled tickets are very limited and special mobility arrangements at each stadium are under the control of the stadium operator over whom we have no control. Accessible/disabled tickets will be specifically confirmed in your Confirmation Letter/Email. If they are not, you will have general admission tickets.

38.7. If you are booking as a group, please note that it is not guaranteed that your group will all be able to sit together in the stadium.

38.8. We shall not be responsible to you if your ticket is cancelled or you are refused entry to, or ejected from, a match or venue as a result of breaching the Ticket Terms and Conditions.

38.9. Please note that kick-off times shown on the website are indicative and may change, all kick-off times are subject to confirmation and may change for reasons outside of our control.

Section 10: Travel insurance, additional products, visas & health

39. Conduct and behaviour

39.1.  We expect you to take responsibility for your own and your group’s actions whilst you are enjoying your package.

39.2.  We expect all our clients to conduct themselves properly and not behave in any way which causes or is likely to cause: danger, offence or upset to any other person; or damage to property; break any law or that is generally considered unacceptable.

39.3. Any person(s) that behaves this way will be required to leave their transportation and/or accommodation and we will have no further responsibility to them including any return travel arrangements.

39.4. If we ask you or any member of your group to leave because of your/their behaviour, no refunds will be given and we will not pay any expenses or costs you incur as a result.

39.5. You will be responsible for any damage or loss caused by you or any member of your group during your time away.

39.6. You must make full payment direct to the accommodation or other service supplier in respect of the damage or loss you or your group have caused. You will also be required to compensate us for any subsequent claims brought against us as a result of your actions.

40. Additional products and services

40.1. Unless you book and pay for additional products and services through us we are not responsible for them. If you are purchasing a third party’s products or services such as an insurance policy their terms and conditions will apply.

40.2. We do not guarantee that any optional additional service or product mentioned in our brochures, on our websites or elsewhere will be available to book during your holiday and/or will operate as advertised as these services are not under our control. They may not be available for various reasons and are strictly subject to availability. Any prices given in advance are indicative only. We will not be liable if you cannot, for whatever reason, book any such additional product or service.

41. Official hospitality

41.1. If we are able to offer official hospitality products to you as an addition to your package, the official hospitality product will be subject to the official hospitality provider’s terms and conditions which will be notified to you at the time you place your booking request for the official hospitality product.

42. Travel insurance

42.1. We consider adequate travel insurance with a reputable insurance company to be essential and as such we make it a condition of our contract. If you do not take out suitable insurance from our provider we will ask you to provide an indemnity in our favour. If you refuse to provide this indemnity we will not allow you to travel.

42.2 Generally most insurance policies apply limits and exclusions based on the cost of the travel package and your time spent abroad in any one year. It is your responsibility to check that you have adequate cover under your policy.

42.3. In addition it is your responsibility to make sure there are no exclusion clauses within your policy relating to the activities or excursions to be undertaken during the travel package.

42.4. It is your choice but we recommend that you obtain travel insurance as soon as you can after booking.

42.5. All comments about insurance are intended to be general and not to amount to regulated financial advice or recommendation. If you are in doubt you should speak to your insurance broker/provider.

43. Arrivals at your destination

43.1. The border and customs at your destination may restrict what you can bring into the country on arrival and carry out inspections at the borders. It is your responsibility to ensure you adhere to these requirements in full.

43.2. Departure taxes may apply to your package which you will need to budget for.

Section 11: General

44. Our promises

44.1. We promise you that we have selected our suppliers with reasonable skill and care.

45. Our liability to you

45.1.  It is our responsibility to perform the contract we have with you. If you believe it has not been performed or is improperly performed by us, please let us know as soon as possible. Please note it will be for you to show that we have not performed the contract properly and that this has caused you damage or loss.

45.2.  Nothing in these General Terms excludes or intends to exclude our liability for death or personal injury caused by our negligence or our contractual liability to you under The Package Travel, Package Holidays and Package Tour Regulations 1992.

45.3.  However, we will not be liable where any failure in the performance of the contract is due to:

• (a)  you or a member of your group (for example if you break a law in the country visited); or

• (b)  a third party unconnected with the provision of your package or arrangements; or

• (c)  unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or

• (d)  an event which we or our suppliers, even with all due care, could not foresee or forestall.

45.4.  For claims for personal injury, illness or death, any payments will only be made if the following conditions are met:

• (a) You must tell us, and the supplier involved, about your injury or illness while you are travelling with us and you must write to our office about your claim within three months of the date of arriving home. A letter from your doctor, detailing your injury, should also be included.

• (b)  Any rights that you have against the supplier or any person, must be transferred to us.

• (c)  You must agree to fully co- operate with us or our insurers, if we wish to enforce those rights.

You are asked to transfer your rights to us, so that we can claim back from suppliers any payments that we make to you, plus any legal or other costs that are incurred.

45.5 Save for death or personal injury caused by our negligence, our liability to you and your group for any damage, loss of enjoyment or other loss you suffer shall be limited to a maximum of the total cost of your package. 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 transportation for your travel arrangements. These terms are incorporated into this contract; and

• (b)  any relevant international convention, for example the Montreal Convention (travel by air), the Athens Convention (travel by sea), the Berne Convention (travel by rail) and the Paris Convention (provision of accommodation), which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all the benefit of any limitation of compensation contained in these or any conventions.

45.6. You can ask for copies of the transport companies’ contractual terms, or the international conventions, from us.

45.7. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in the Cancelling Your Booking section. If any payments to you are due from us, any payment made to you by the airline and/or other third party suppliers will be deducted from the amount due from us. If your airline does not comply with these rules you should complain to the Aviation Consumer Advocacy Panel www.caa.co.uk

45.8. Any and all arrangements you make that are not part of your package supplied by us are your responsibility and are made at your own risk.

46. Website accuracy

46.1. Websites are produced well in advance of the Events taking place and there may be occasions when advertised facilities or entertainment is not available during your period of travel, due to bad weather, essential maintenance, cleaning or lack of demand. You should also remember that the general standard of hygiene, public utilities, drainage, plumbing and services in general may not be as sophisticated as in the UK. All information published and displayed on the website, has been compiled from up to date details and we have taken the up most care to ensure fact and accuracy. There may be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances, necessity for maintenance (swimming pools for example), unplanned emergency maintenance, unsuitable weather, fuel shortage, accidental damage to accommodation or other circumstances totally beyond our control. If we are advised of this we will inform you as soon as possible. The website is issued on our responsibility and does not commit any airlines mentioned therein.

47. Complaints

47.1. If you have a complaint about your package or have any problems whilst you are away, please inform an Elite Sports Travel representative as soon as possible. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were travelling with us. This may affect your rights under this contract. If your complaint or problem is not resolved whilst you are away please follow this up within 28 days of the end of your package by writing to Elite Sports Travel at The Townhouse, 114-116 Fore Street, Hertford, Hertfordshire, SG14 1AJ giving your booking reference number and brief details of your complaint. Please keep your letter concise and to the point. It is strongly recommended that you communicate any complaint to us without delay.

47.2. Our customer services team will respond to your written complaint within a reasonable time following an investigation into your complaint. We will correspond with you by email, phone and letter in an attempt to resolve your complaint.

47.3. We are obliged to maintain a high standard of service to you by the TTA’s Code of Conduct. We can also offer you TTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.traveltrust.co.uk to use the TTA’s simple procedure. Further information on the Code and the TTA’s assistance in resolving disputes can be found on www.traveltrust.co.uk

48. No partnership, agency or joint venture

48.1. If, in making a booking with us, you are making arrangements on behalf of third parties your booking is subject to the condition that, except with our prior written consent, you shall not (nor authorise any third party to):

• (a)  make any representation nor give any warranty on our behalf or in our name nor incur or create any expense chargeable to us nor pledge our credit;

• (b)  associate yourself/itself with Elite Sports Travel nor use nor allow anyone to use our name, logo or trademarks including without limitation in the promotion or advertisement of any product or service;

• (c)  do nor allow to be done any act or thing which will harm misuse, bring into disrepute, impair or otherwise adversely affect our rights and interests (including goodwill) in our name, logo and/or trademarks;

• (d) hold yourself out to any third party as acting with our authority and/or as our agent or partner;

• (e) represent that the hospitality, catering, ticket, travel services, site facility and/or any other arrangements provided under this booking are made by you or any person or entity other than Elite Sports Travel;

and without limitation you acknowledge that the arrangement entered into between us shall not constitute an agency, partnership, or joint venture.

49. General contract terms

Waiver

49.1. Any waiver by us of any right we have under this contract is only effective if we confirm it to you in writing.

Privacy and Data Protection

49.2. We collect information about you and your group when you make your booking.

49.3. We collect and process this data in accordance with our Privacy Policy available on request.

49.4. We will update your information whenever we can to keep it current, accurate and complete.

49.5. We are contractually obliged to pass on your data to the relevant event organisers pertaining to your package for ticket management and reporting purposes. You and your group consent to us passing on this information.

49.6. The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing.

Intellectual Property

49.7. Events and companies operate trademarks which can be used under license by us. All such rights are reserved.

49.8. Nothing in these General Terms permit you to use the package you have purchased to commercially associate yourself with the Elite Sports Travel and/or the Events or otherwise use any of the imagery or trademarks we use. You agree not to use the package as a prize or promotion without our prior written consent and acknowledge that breach of this obligation may breach the Event ticket terms and conditions.

Governing Law

49.9. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts.