TERMS & CONDITIONS
These booking conditions govern all bookings with ACEPOINT Travel Ltd whose registered office is at 33 Totteridge Road, High Wycombe, Bucks, HP13 6EB. How the booking conditions apply to you vary depending on whether you have booked a package or other travel arrangements.
A package is a combination of at least two of the following a) transport b) accommodation c) another tourist service which forms a significant part of your booking, providing those two or more components are sold to you at the same time at an inclusive price with full payment being made to ACEPOINT Travel. Anything else (e.g. air tickets only, air tickets and accommodation booked at different times, cruises and packages arranged by a third party tour operator where we act as their agents) constitutes other travel arrangements.
If you book a package your contract is with ACEPOINT Travel. A contract arises between us once you have completed and signed our booking form or confirm you have read and understood the booking conditions shown on our websites, or made the appropriate payment to us and we have issued our confirmation invoice. If you book other travel arrangements, ACEPOINT Travel acts as a booking agent and your contract is with the supplier(s) (e.g. the airline or hotel supplier or cruise or tour operator) concerned. The booking conditions of that other company will also apply to you. You will see that certain of the terms and conditions below only apply if you have booked a package.
All contracts with ACEPOINT Travel and all matters arising from them are subject to English law and to the jurisdiction of the courts of England and Wales. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
The person who makes the booking, who must be aged 18 or over, accepts these conditions on behalf of all members of the party and is responsible for all payment due from the party.
At the time of booking you must pay a deposit, the amount of which varies from £100 per person up to the total holiday cost, depending on the type of booking, and pay any balance of the cost of the holiday no later than 8 weeks before departure. If you book inside 8 weeks of departure full payment is required at time of booking. If you do not make the required payments your booking will be cancelled. If you have paid a deposit and fail to pay the balance on time you will lose your deposit.
Payment can be made by Cheque or Cash.
Your Travel Documents
We aim to send out your documents 14 days prior to departure by first class post. We cannot be held responsible for documents lost in the post. Special, Recorded or Registered post can be arranged at an additional charge. If tickets are lost in the post and a new set of tickets has to be issued you may have to pay to re-issue the tickets. A form of indemnity will have to be filled in to claim your money back, which can take 6 months. The form of indemnity is subject to an administration fee of £75 per passenger. We would also like to draw your attention to the purchases by credit or debit cards where payment does not take place in person. In accordance with mail order regulations, all documents will be posted to the billing address of the credit/debit cardholder and not the address of the passenger (unless they are one and the same).
Alterations by you
If after booking you wish to change your travel arrangements, we will do our best to meet your new requirements. You will need to confirm your instructions in writing and pay an amendment fee of £35 per booking. Also you must pay any costs we incur in making the amendment, including any charges that may be levied by suppliers (e.g. airlines, hotels). Please note that some travel arrangements (e.g. Apex tickets) 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.
Cancellation by you - Refund
You may cancel your booking at any time providing that the cancellation is made by the person making the booking and is communicated to us in writing. As we incur costs when you cancel, we will retain your deposit and additional cancellation charges may apply.
If the reason for cancellation is covered under the terms of an insurance policy you may be able to reclaim these charges.
Refund can take up to 12 to 16 week due to covid 19.
Other travel arrangements
Most discounted airline tickets carry a 100% cancellation charge. Please check at time of booking for the charges which apply to your ticket. Air tickets that do have a refund value should be returned by you to ACEPOINT Travel and we will pass them to the airline. When ACEPOINT Travel receives a refund it will be paid to you. This usually takes 8-12 weeks but in some cases (e.g. lost tickets) may take considerably longer. Please ensure that any tickets returned to the company are sent by registered post.
Alterations by ACEPOINT Travel
We reserve the right to change the description of any flight and/or ground service before you book, in which case you will be told before a confirmation invoice is issued.
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally we may have to make changes and we reserve the right to do so at any time to find you a suitable alternative if appropriate.
All of our travel arrangements and fares are subject to availability. Once a confirmation invoice has been issued the price shown on that invoice may only vary as outlined below or if you amend your booking (see Clauses 4 and 5).
For air tickets, after we have received full payment in cleared funds we will not increase the price. For all other situations, we reserve the right to pass on any cost increase levied by the suppliers.
If a problem occurs, whilst you are abroad, you must inform the relevant supplier (e.g. hotel, tour operator, car rental company, airline) immediately so that the matter can be put right. If the supplier cannot resolve the problem to your satisfaction, at the time, you must also contact us immediately by telephoning 07810 877 241 so that we are given the opportunity to help. In the event that a complaint cannot be resolved at the time, you must write to us within 28 days of your return, quoting your original booking reference and giving all relevant information. Failure to take these steps will hinder our ability to resolve the problem and/or investigate it fully and in consequence, any right to compensation you may have may be extinguished or reduced.
Passport, Visa and Health Requirements
Please ensure that you are aware of all passport, visa and health requirements and that you allow adequate time to obtain them. You must check applicable requirements with the relevant Embassy, Consulate or Passport Agency. Please note that many countries require that your passport is valid for six months beyond the period of your stay. Requirements can change and it is your responsibility to ensure that you comply with applicable passport, visa and health requirements and take all necessary documents with you to gain access to any country or region to which you make travel arrangements or transit through. ACEPOINT Travel cannot accept any responsibility for customers who do not possess the correct documents and if you fail to do so, you will be solely responsible for any cost, loss or damage that you incur as a result of your failure.
Please note that, as between you and any of the suppliers whose services form part of your booking, the suppliers standard terms and conditions will apply. The suppliers standard conditions may limit or exclude liability, often in accordance with international conventions. Copies of these conditions may be requested in writing.
Please note that a flight described as "direct" will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. ACEPOINT Travel will advise if there is any change to a departure/ arrival time previously given to you or shown on your ticket but you are also strongly advised to reconfirm your flights, including departure times, with the airline, 72 hours prior to departure. We are unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.
If you have any special requests, these will be passed on to the relevant supplier but cannot be guaranteed by ACEPOINT Travel.
To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.