Welcome to Tourhelp

These terms and conditions outline the rules and regulations for the use of Tourhelp Website.

By accessing this website we assume you accept these terms and conditions in full. Do not continue to use Tourhelp website if you do not accept all of the terms and conditions stated on this page.

The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements: “Client”, “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions. “The Company”, “Ourselves”, “We”, “Our” and “Us”, refers to our Company. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the Client’s needs in respect of provision of the Company’s stated services/products, in accordance with and subject to, prevailing law of United States. Any use of the above terminology or other words in the singular, plural, capitalization and/or he/she or they, are taken as interchangeable and therefore as referring to same.

INTRODUCTION

1.1. These terms and conditions, our privacy policy, and any other information we brought to your attention before we confirmed your booking, apply to your booking with Tour help uk part of OWT Group Ltd, with registered office at 50 Oval Road North, London, RM109EL, United Kingdom (“we”, “us” or “our”). Please read them carefully and accept them in full prior to booking. In these terms and conditions, references to “you” or “your” includes the customer on the booking and all persons on whose behalf a booking is made or to any other person a booking is added or transferred. If you have any additional questions after reading these terms and conditions, please do not hesitate to contact our customer service staff, who will be happy to assist you.

1.2 We are merely acting as an agent or sub-agent of the service provider, except where we state the contrast of these terms and conditions. When you are making a booking on our platform, our service is only to receive and provide information about those travel services, and you will enter into a contract with the service provider of the travel service. Our conditions to you may vary depending upon which arrangements you book with us, and we set them out clearly at the end of this document.

2. COVID-19 AND ENTRY REGULATIONS

2.1 We both acknowledge and agree that the COVID-19 pandemic has affected travel throughout the world and that we have responsibilities to comply with various laws, regulations and guidance issued by governmental or regulatory authorities. It is a condition of making your booking through us that you obtain travel insurance which includes cover against any issues or incidents which may affect your booking.

2.2 You may be required to undergo temperature checks, provide health information or certificates, wear personal protective equipment such as face masks and gloves and abide by social distancing requirements. There may also be other limitations on the number of persons who may use facilities or services at any particular time.
2.3 It is your responsibility to accept that certain Service Providers, ports, airports, border control or other third parties may need you and members of your party to perform certain health formalities. If you fail to meet these requirements or refuse to complete them, you may be denied boarding, exit, entry or the use of some other facility or service.
2.4 Some countries may impose quarantine or self-isolation measures upon travellers, whether in the place of destination or upon return. It is essential that you strongly familiarise yourself with the advice from your national authority for overseas travel before departing. In the UK, the Foreign and Commonwealth Office’s latest advice for travel to other countries is available on the link below. https://www.gov.uk/foreign-travel-advice
2.5 Please note that we will issue no refunds for the fees you have paid for vaccination and quarantine requirements at your destination if those procedures are not carried out by the time you visit. (e.g., if you booked your holiday with us months prior to your actual departure date, and if, by the time you travel, COVID-19 regulations are lifted and you will not need to undergo quarantine requirements, no refunds will be issued).
2.6 In the circumstances where you advise us before travelling and the relevant Service Providers, or we decide that you are no longer able to travel because of the COVID-19 risk, then your booking will be handled as having been cancelled. Nevertheless, there will be options to explore with you whether you can postpone your booking to a later date.
2.7 While travelling, it is required that you acknowledge that Service Providers (or local laws and regulations or health and safety bodies) or we may require you to follow several measures intended to handle the risk of COVID-19. You may be obliged to self-isolate for some time, and you agree to comply with these requirements.
2.8 We have no accountability to you or any member of your party for any refunds, compensation, losses, costs, expenses, or damages you incur in conjunction with the matters specified above or if you are unable to travel. These are risks which you must protect against by purchasing comprehensive travel insurance.
2.9 You acknowledge that due to the impact of COVID-19, many hotels are closing on short notice or making adjustments to their facilities to ensure the safety of employees and travellers. Where a hotel closure affects your booking, we will arrange alternative accommodation for you to enable your holiday to continue.

3. PACKAGE HOLIDAY

3.1 Many of the arrangements which we help you organise result into “Packages”, as this word is defined in the Package Travel and Linked Travel Arrangements Regulations 2018 (“Package Travel Regulations”). A Package will exist if you are resident within the European Economic Area (EEA) and you book a combination of at least two of the following Travel Services in a single booking with us, where the arrangement covers a period of more than 24 hours or includes overnight accommodation.
• Transport
• Accommodation
• Hire of motor vehicles
• Other tourist services
In the case of where you are buying a mixture which involves ‘other tourist services’ and only one of (a), (b) or (c) above, then this will only be a Package if the ‘other tourist services’;
• Are not necessary to (a), (b) or (c) above.
• Are not bought after the start of the performance of (a), (b) or (c) above and
• If unless it accounts for a vital proportion of the value of the Package, or otherwise serves an essential feature of the Package.
Meanwhile, once you book a Package, we will continuously be acting as an agent or sub-agent in the way described above. For this reason, you will still be entering into different contracts with the Service Provider(s) or principal supplier(s) of each specific Travel Service. This is regarded as a “Multi-Contract Package” in your ATOL Certificate.
Please understand that Packages on our site are not identical to conventional pre-packaged holidays where the Travel Services are customarily pre-selected by a tour operator or travel company. Through our booking platform, you will be responsible to select each Travel Service yourself. Together, your selections and contracts with the Service Providers form a Package.
3.2 Please understand that Packages on our site are not identical to conventional pre-packaged holidays where the Travel Services are customarily pre-selected by a tour operator or travel company. Through our booking platform, you will be responsible to select each Travel Service yourself. Together, your selections and contracts with the Service Providers form a Package.
However, because we help you organise the Package, the Package Travel Regulations (PTR) require us to assist you in specific situations, which we will do as outlined in these Terms and Conditions.

4. BOOKING AND PAYMENT

4.1 When making a booking with us, you must be over 18 years of age, and when placing an order for services with age restrictions, you certify that you and members of your party are of the appropriate age of purchase for those services.

4.2 When making a booking, all passenger details should be complete and accurate. If you believe that any detail on the booking summary is wrong, you must advise us immediately as it may not be possible to make changes later. You may incur charges to make changes that may harm your rights if we are not notified of any errors in any document immediately.
4.3 It is your responsibility to review all dates, names, and timings are accurate on receipt of all documents and notify us of any errors immediately. We do not charge for any changes that occur to the documents; however, you will have to pay any charges made by the relevant service providers. Please ensure that the names provided are identical to the names on relevant passports.
4.4 We accept payment by debit/credit card (Visa, MasterCard, Maestro). We do not charge you a fee for using your card; however, your bank or card issuer may apply an additional foreign transaction fee for non-UK registered cards.
4.5 In some instances, we may be able to use vouchers/loyalty points issued to you by Service Providers towards payment of your booking. Cards and vouchers (where appropriate) accepted are subject to security and fraud checks. We, the travel company, reserve the right to reject/cancel your Travel Service(s) should your booking request fail any component of these checks.
4.6 Booking requests can take up to 72 hours to process. A booking is only confirmed when we send you a Booking Confirmation. On rare occasions, we will be unable to confirm a booking, for example if the payment fails. Any cost increases will need to be paid by you, as per your contract with each Service Provider.
4.7 At the time of booking, you will be required to pay a deposit or the full amount of your booking. You must pay the complete balance by the balance due date notified to you if you only pay a deposit.
4.8 We will attempt to take all payments automatically from the same credit/debit card used to pay the initial deposit. If you need to arrange for the remainder of the instalments to be collected from a different card, please notify us at admin@tourhelp.co.uk
4.9 Payment options are subject to availability, and we reserve the right to end any such offers at any time without prior notice or explanation.

5. PRICES AND PRICING ERRORS

5.1 We strive to guarantee that all pricing and any additional information on our website are accurate. We and each Service Provider reserve the right to amend the advertised price at any time before confirmation.
5.1 We strive to guarantee that all pricing and any additional information on our website are accurate. We and each Service Provider reserve the right to amend the advertised price at any time before confirmation.
5.2 In the circumstances where a pricing or other error is obvious, we may terminate the contract and refund you any sums you have paid us.
5.3 If the price of your package is increased, then you may;
• o Accept and pay for the price increase.
• o Reject the price increase and terminate your package depending on the service provider’s terms and conditions
• o Refuse the price increase, cancel your package, and take an alternative one if we decide to offer this.
5.4 We will give you a justifiable period of time to make your decision, which will usually be 2 days from the notification of the price increase.
5.5 You will be entitled to a price reduction for your package booking corresponding to any decrease in the costs described above after you have booked out before the start of your package.
5.6 Please note that if there are any alterations in the prices due to factors such as fuel surcharge or other power sources, exchange rates, the amounts that you may have already paid us in advance as well as taxes or fees imposed by third parties might subject to change. This is because we hold your reservations at the time of booking and if any changes happen between the period you booked with us and the final payment, you have to pay any additional charges made by the relevant service providers for holding your reservation.

6. PAYMENT OPTIONS

6.1 At the time of booking, you will be required to pay a deposit or the full amount of your booking. If you pay only a deposit, you must pay the complete balance by the Balance Due Date notified to you.
6.2 We will attempt to take all payments automatically from the same credit/debit card used to pay the initial deposit. If you need to arrange for the remainder of the instalments to be collected from a different card, please notify us at admin@tourhelp.co.uk
6.3 There will be circumstances where Service Providers offer instalment plans and low deposit options for payment, which can be used for your booking. Complete details, including payment dates, will be provided at the time of booking.
Low Deposits: The first low deposit is due per person and will be presented at the time of booking. After that, depending on the Travel Service(s) you have chosen, we will attempt to automatically take the pending second deposit from the same credit/debit card used to pay the initial deposit. You will be informed of the due date before booking. In the event of cancellation before the due date of the second deposit, you will remain liable for the total deposit amount (i.e., both the first and second deposit).
Pay Monthly: Should you decide on the monthly payment plan, after payment of the deposit, we will attempt to take the remaining balance in monthly instalments, with the final payment being taken on the date specified in your Booking Confirmation before your departure. In the event of cancellation after the second instalment, we/the Service Providers reserve the right to keep all payments made by you to date to cover administration charges.
6.4 Payment options are subject to availability, and we reserve the right to end any such offers at any time without prior notice or explanation.

7. FLIGHTS

7.1 While searching for and booking a flight, we will act as your booking agent based on the criteria designated by you. On these terms, we shall arrange for you to enter into a contract directly with the airline and with us. Some airlines will use the payment information provided by you to book the flight seats you require on their behalf.
7.2 We accept no liability concerning any contract you enter into with the airline or their acts or omissions. Before requesting that we book your flight, you should read these attentively. You specifically agree to the conditions of this passage by making a booking for which we are acting as your agent.
7.3 Where applicable, monies paid to us for such flight services are held by us on your behalf until they are paid to the airline in question. Please note that payment by you to us does not constitute payment to the airline until we make that payment on your behalf, but if we collect monies from the airline on your behalf, their liability to pay that money to you is discharged.
7.4 Charter flights: When you book your charter flight through us, we act as agents for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider based upon their terms and conditions, a copy of which will be available to you prior to booking and is available on request.
7.5 IATA flights: We are appointed by some airlines as their agent through our accreditation with the International Air Transport Association (IATA). Where you book these flights through our platform, we will be acting as an agent for the relevant airline.
7.6 Operating Carrier Information: In accordance with EU directive (EC) no. 2111/2005, Article 9, 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/modes/air/safety/air-ban/index_en.htm. In accordance with EU Regulations, we are required to advise you of the operating carrier(s) (or, if the operating carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the operating carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will notify you as soon as possible. Any change in the airline’s identity, flight timings and/or aircraft type will not entitle you to cancel or change to other flight arrangements without paying charges, except where specified.
7.7 Flight times can change for several different reasons. It would be best if you always looked to reconfirm your flights 72 hours before departure to ensure that no changes to your flight schedule have occurred.

8. FLIGHT DETAILS

8.1 Details of airlines, flight numbers, and destination airports will be clearly shown on your E-ticket and/or confirmation invoice.
8.2 Airlines cannot guarantee departure times, and these may change due to weather conditions, air traffic control restrictions, or technical/operational problems.
8.3 Tour help uk is not liable for changes to departure/arrival times previously shown on your confirmation. You are required to reconfirm your flight departure time 72 hours before departure with the airline concerned and complete online check-in according to the airline’s procedures.
8.4 Tour help uk cannot make special arrangements for passengers if a flight is delayed. This is the sole responsibility of the airline and/or their ground handling agent.
8.5 We cannot guarantee particular aircraft types or seat allocations. Flights described as “direct” may include stops. If you book a return journey but do not use the outward flight, the airline may cancel the return flight without a refund. All flight tickets must be used in sequence.
8.6 Most flight bookings are non-refundable, and changes or cancellations may incur fees. For more details, refer to the airline’s booking conditions. Contact us if you need assistance with changes or cancellations, as we are your booking agent.

9. CHANGES AND AMENDMENTS TO FLIGHT SCHEDULES

9.1 Airlines may alter flight schedules before or during travel. Check onward or return flight details at least 72 hours before departure.

10. GDPR STATEMENT

10.1 Tour help uk strives to be fully GDPR-compliant and regularly reviews its data management policies. Measures are in place to protect personal booking information shared with relevant Service Providers, public authorities, or security and credit card services.
10.2 Information may be shared with those responsible for your travel arrangements, including sensitive details like disabilities or dietary/religious requirements. If you travel outside the EEA, data protection controls may differ.
10.3 By making a booking, you consent to the sharing of your data as described. For questions, refer to our Privacy Statement at https://www.tourhelp.co.uk or contact our Data Protection Officer at: The Data Protection Officer, Tour help uk, 50 Oval Road North, London, RM10 9EL, United Kingdom.

11. FINAL TRAVEL ARRANGEMENTS

11.1 Ensure that your travel, passport, visa, and insurance documentation is in order. Arrive at the airport with enough time to check-in and reconfirm your flight departure time with the airline before leaving.
11.2 Contact us at least 72 hours before departure for more details. Note any reference numbers or contact names when reconfirming.
11.3 It is your responsibility to gather necessary documents, including passports, visas, and additional paperwork like passenger locator forms. Visit https://www.gov.uk/foreign-travel-advice for travel advice and entry requirements.
11.4 For European holidays, ensure you have a completed and granted EHIC form.

12. SPECIAL REQUESTS

12.1 Notify us at booking if you have specific requests (e.g., dietary needs, cribs, or room preferences). While we forward these to suppliers, fulfillment is not guaranteed, and we are not liable if requests are unmet.
12.2 Special requests may require additional charges, such as for extra beds. These must be requested at the time of booking.
12.3 For meal plan offers like “Kids Stay and Eat Free,” refer to the booking confirmation for specifics. Offers are subject to terms and conditions provided at booking.

13. MEDICAL CONDITIONS, PREGNANT WOMEN, UNACCOMPANIED MINORS, AND PASSENGERS WITH REDUCED MOBILITY TRAVELLING

13.1 Some destinations may not be suitable for individuals with reduced mobility or those using wheelchairs. If a member of your party has a medical condition or disability, notify us before booking to confirm the suitability of arrangements. Failure to provide this information may limit your rights under the Package Travel and Linked Travel Arrangements Regulations 2018. Some Service Providers may require a medical form or a GP’s fitness-to-travel letter.
13.2 Pregnant Women: Most airlines will not allow travel after week 37 of pregnancy (or week 32 for twins/multiple pregnancies). Airlines may require a medical form or GP’s fitness-to-travel letter. For more details, visit: Travelling in Pregnancy – NHS.
13.3 Unaccompanied Minors: Passengers aged 5–18 travelling without an adult are considered unaccompanied minors. Additional documentation may be required by airlines, and this must be notified to us in advance. We are not liable for delays or refusal to board due to incomplete documentation. Check the airline’s policy before booking.
13.4 Passengers with Reduced Mobility: Travel rights for passengers with reduced mobility vary by airline and destination. Notify us prior to booking if anyone in your party has reduced mobility to confirm if the package is suitable. For more details, visit: CAA: Passengers with Reduced Mobility.

14. CHANGES OR CANCELLATIONS BY THE SERVICE PROVIDER

14.1 If a Service Provider makes changes or cancels your booking, we will notify you as soon as possible. If alternative arrangements or refunds are offered, you must inform us of your choice within the specified timeframe. Failure to respond may result in acceptance of the alternative arrangements. We are not liable for changes or cancellations made by Service Providers.

15. AMENDMENTS BY YOU

15.1 Amendments to your booking will incur an administration charge per booking, plus any fees from the Service Provider. Changes cannot be made less than 5 working days before departure. These include but are not limited to:
• Change of destination
• Change of hotel
• Change of name
15.2 Contact us in advance to request changes. We cannot confirm if the Service Provider will honor your amendment request.
15.3 Amendments are subject to the terms and conditions of the Service Provider(s), which you will receive at booking. Amendment charges may be as much as 100% of the booking cost.
15.4 Some Service Providers offer non-refundable, non-changeable, and non-transferable rates. These cannot be amended under any circumstances after booking.
15.5 All amendment charges are non-refundable and must be initiated by the lead passenger on the booking.
15.6 In some cases, Service Providers treat amendments as cancellations and rebookings, resulting in a 100% cancellation charge.

16. CANCELLATIONS BY YOU

16.1 You can cancel your booking anytime before departure by paying a cancellation/termination fee. By accepting these terms, you authorize us to charge your payment card for any cancellation fees.
16.2 Cancellation fees include charges from the Service Provider(s). Specific conditions include:
• Flights: Non-refundable from the point of booking, including baggage and insurance.
• Accommodation: Refund policies depend on whether the product is refundable or non-refundable. Review your booking confirmation for details.
• Transfers: Non-refundable from the point of booking.
16.3 Submit cancellation requests via email to admin@tourhelp.co.uk. You will be notified of cancellation charges, which must be agreed upon to proceed.
16.4 For tax refunds on flight cancellations:
• Low-cost/self-service airlines (e.g., EasyJet, Ryanair): We will request refunds on your behalf or notify you to contact the airline directly.
• Scheduled airlines (e.g., British Airways, Emirates): Contact us to request tax refunds.
16.5 You may cancel your booking without fees in unavoidable or extraordinary circumstances at the destination. Visit FCDO Travel Advice for updates. Full refunds will be provided in such cases, but compensation is not available.
16.6 The lead passenger must submit written cancellation notifications via email to admin@tourhelp.co.uk. Applicable cancellation charges will apply.

17. IMPORTANT NOTICE ON FCDO ADVICE AGAINST ALL OR ALL BUT ESSENTIAL TRAVEL AS A RESULT OF THE COVID-19 PANDEMIC

17.1 The Foreign and Commonwealth Office (FCO) advises UK travellers against all but essential travel to several destinations due to the COVID-19 pandemic. The FCO Advice is updated regularly and often at very short notice. It is possible that the advice may apply to your destination at the time of departure.
17.2 If FCO Advice applies to your destination at the time of departure, your Service Providers may still provide the Travel Services in the Package. In such cases, your usual cancellation rights under Unavoidable and Extraordinary Circumstances will not apply.
17.3 If, at the time of booking, the FCO Advice did not apply to your destination, we may disapply cancellation charges and provide refunds for certain services. Refunds from airlines will be issued based on their cancellation policies.
17.4 We may offer additional options such as refund credit notes or vouchers for future travel. These options will be communicated along with your cancellation arrangements.

18. CHANGES AND CANCELLATIONS TO YOUR TRAVEL SERVICE

18.1 We and the Service Providers reserve the right to make changes to your Travel Services. Most changes are minor, and you will be notified promptly. Our liability is limited to notifying you of these changes.
18.2 Minor changes include but are not limited to flight timing changes of less than 12 hours, carrier or vehicle type changes, or changes to accommodations of the same or better standard in the same destination.
18.3 Significant changes may include a change in accommodation area, downgrade in accommodation standard, or flight departure time changes of more than 12 hours. In these cases, you will have the option to accept the change, terminate the booking, or opt for an alternative arrangement.
18.4 For Package bookings, if substantial changes occur, we will notify you as soon as possible and provide options, including refunds or alternative packages. Compensation may apply based on clause 19.
18.5 Due to COVID-19, alternative refund options such as vouchers or credit notes may be offered, in addition to your statutory rights.

19. PACKAGE BOOKINGS: PRICE REDUCTION AND COMPENSATION FOR DAMAGES

19.1 Compensation will be provided for damages except where the failure is attributable to you, a third party, or Unavoidable and Extraordinary Circumstances.
19.2 We are not liable for damages limited by international conventions, including but not limited to the Montreal, Athens, Berne, and Geneva Conventions. We retain the benefit of these limitations where applicable.
19.3 Our liability for damages in Package bookings is limited to three times the Package cost, except in cases of negligence resulting in death, injury, or illness.
19.4 Price reductions apply for periods of failure not attributable to you. Compensation may also be available based on clause 18.

20. OUR SERVICE CHARGES

20.1 Applicable charges include:
• Admin fee: £50
Note: Service charges, cancellation, and amendment fees are non-refundable.

21. OUR RESPONSIBILITY FOR YOUR BOOKING

21.1 Non-package bookings: Our responsibility is limited to providing booking services. We are not liable for faults or failures caused by Service Providers or third parties.
21.2 We are not responsible for damages or losses that are not foreseeable at the time of contract formation. Liability is limited to domestic, non-commercial bookings.
21.3 We accept no responsibility for third-party actions, including service withdrawals or actions of transfer providers or airlines.
21.4 Package bookings: Under Package Travel Regulations, we are liable for the performance of services included in your booking, subject to immediate notification of any Failures.
21.5 We recommend obtaining travel insurance to cover unexpected events such as illness, damages, or losses during your trip.

22. “NO SHOWS”

22.1 A confirmed booking which is made for any travel service including flights, car hire, accommodation and packages but is not used, (for example, you fail to check-in for your flight/accommodation or collect your rental vehicle) refunds may not be offered, and cancellation charges of up to 100% may be applied by the relevant Service Provider.
22.2 A refund of the departure tax of your flight component may be refunded according to the airline policies.

23. CREDIT CARDS

23.1 It is compulsory that you or a member of your party travel with a recognised credit card as some Travel Service providers may request you to pay a deposit (including, but not limited to, at hotel check-in/car hire collection, the level of deposit required will differ by Travel Service Provider).
23.2 Your Travel Service Provider may process an authorisation request to the relevant credit card provider and/or hold a sum on the applicable credit card to cover any monies payable at the end of your stay for this purpose (including, but not limited to, charges for room service, mini bar items, fuel deficit and city or other taxes).
23.3 The relevant credit card provider may charge a fee for international transactions and/or apply a foreign currency conversion fee. Please check with the relevant credit card provider for further information on the types of fees it charges.

24. TAXES/ LOCAL CHARGES AND RESORT FEE

24.1 Including all departure/city taxes on your ticket/hotel is not always possible. In some cases, departure taxes/city taxes must be paid locally, and these are payable to the government of the country you are visiting and are non-refundable.
24.2 Certain countries/cities/airports/hotels impose additional taxes and charges such as departure, tourist or city tax, facility fees or compulsory resort fees. These additional fees are payable directly to your accommodation or local authorities and are for the maintenance of local facilities and services.
24.3 Your Service Providers or we cannot collect these taxes in advance. You are solely responsible for paying these taxes and charges locally prior to checking out at the hotel, and it is subjected to change by a declaration of relevant governments. Airport departure taxes (under various names) are included in most air tickets priced by airlines.
24.4 Nevertheless, some countries will charge an additional local tax when you depart the country. Unless otherwise mentioned, they are not included in your booking. Please enquire with us prior to booking for further clarifications. We are not liable to you for these taxes or charges, and they are not included in your booking.

25. DELIVERY OF DOCUMENTS

25.1 All documents (e.g., invoices/tickets/insurance policies) will be sent to you by email after 72 working hours of completion of your booking. In some instances, it may take longer to issue certain tickets due to the booking conditions of your flight or other services. Our travel advisors will inform you of such instances, and your e-tickets will be sent to you as soon as the Service Provider issue them to us.
25.2 We may charge you documentation and admin/postal fee if you request your tickets via mail.
25.3 Once your travel documents leave our office, we will not be responsible for their loss unless such loss is due to our negligence. You may have to pay any charges made by Service Providers if tickets or other documents need to be reissued.

26. INSURANCE

26.1 Adequate travel insurance is a requirement of your contract with the relevant provider or us, as the case may be. To protect yourself and your group against costs such as cancellation, help in the event of an accident or illness, loss of luggage and money, and other expenses, you must get travel insurance.
26.2 If your insurance has been issued, please review it carefully to confirm that all of the contents are right and that you have provided all required information (e.g., pre-existing medical conditions). Your insurance will be affected if you fail to report pertinent facts. We shall not be liable for any losses for which insurance protection would otherwise be available if you do not travel with proper insurance coverage.
26.3 Most insurances may not cover COVID-19 related medical conditions or losses incurred due to the same. We strongly recommend you inquire about your insurance needs before confirming and purchasing your insurance with us or any other service provider.
26.4 We advise you to obtain travel insurance on all-inclusive holidays as a best practice as coverage for sudden illnesses, damages, food poisoning, loss of luggage and money etc.

27. UNAVOIDABLE AND EXTRAORDINARY CIRCUMSTANCES
27.1 Unless specified in these booking conditions, we will not be liable or compensate you if our duties to you are affected by events that the service provider is in issue, or we could not have avoided despite taking all reasonable precautions.
27.2 War, the threat of war, civil strife, terrorist activity and its implications or the danger of such action, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, weather conditions that makes it impossible to travel safely to the destination, and all other events beyond our or the supplier’s control are examples of these events.

28. COMPLAINTS

28.1 As a strict condition of booking a holiday with us, you must obtain a written record of your complaint from the Service Provider or their representative at the time the issue arose. If you are unable to speak to the Service Providers whilst on holiday, you should contact our Travel Consultants. You may also email us at info@tourhelp.co.uk.
28.2 Please notify us of your complaint within 28 days of your return from vacation. If you do not do so, the Service Provider or we will have fewer opportunities to investigate and resolve your complaint. As a result, any compensation you may be entitled to may be reduced or eliminated.
28.3 If you expect to complain when you return home, please send a detailed complaint email to info@skytraveluk.co.uk, including your written report from the Service Provider or their representative or any additional documentation supporting your claim.

29. ALTERNATE DISPUTE RESOLUTION

29.1 Suppose we cannot resolve a dispute informally. In that case, we will discuss the most effective method of resolving the dispute, which may include mediation or arbitration, depending on the nature of the dispute.
29.2 You could also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of reporting your complaint with us. It will not determine how your complaint should be resolved.

30. TRAVEL ADVICE, PASSPORTS, VISAS AND HEALTH REQUIREMENTS

30.1 We recommend you always look at the Foreign Travel Advice section of the Foreign, Commonwealth & Development Office (FCDO) website prior to booking and travelling abroad. Visit Foreign, Commonwealth & Development Office website to check your general visa, passport, health and safety information and other matters prior to booking.
30.2 You confirm that all members of your party are the UK or Irish residents and hold passports valid for at least 6 months after the duration of the Travel Service you chose to purchase. General information on visa, passport, and health requirements (where given and applicable) is given solely on this basis.
30.3 Some of our Service Providers offer their low rates on the basis that customers are residents in the UK and/or Ireland, and citizens of the country where the stay is taking place may not be eligible to stay at that particular rate. This does not apply to citizens of EU countries staying in other EU countries in most circumstances. However, issues may occur when customers are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey or Egyptian nationals in Egypt. We cannot be held responsible for any additional costs incurred due to these issues. Service Providers may ask that we contact you prior to the departure date to ask for evidence of the residency of the customers travelling. You must contact our Travel Consultants in this instance within the stated timeframe with this information. For further information about passports, go to https://www.gov.uk/browse/citizenship/passports
30.4 Transit visas: For transiting through a country with connecting flights, a transit visa is necessary in several countries. If a transit visa is required for your trip, we will let you know. For the most up-to-date information on visa entrance requirements, visit the UK government’s foreign travel website. https://www.gov.uk/foreign-travel-advice
30.5 An ESTA visa is required for all travel to and from the United States, as well as transiting the country; an ETA visa is required for all travel to and from Australia/Canada, as well as transiting the country. Please check if your flight has a path change that involves two different airports; it is your responsibility to arrange for a transfer to the relevant airport and, if necessary, a transit visa. Travel to the United States is subject to special rules, and all passengers must have their own machine-readable passports. Please check https://uk.usembassy.gov/
30.6 Prior to departing on a European holiday, you need to have a completed and granted EHIC form.
30.7 Please be aware that if you are a United States citizen, tourist travel to Cuba remains prohibited. To travel to Cuba, you must obtain a licence from the US Department of Treasury, or your travel must fall into one of the 12 categories of authorised travel.
30.8 Please make sure to apply for Electronic Travel Authorisation (ETA) when travelling to Australia or Canada or travelling via Australia or Canada. For further information please contact us as we can assist in the application.
30.9 When travelling to New Zealand, a new travel requirement has been imposed for some visitors and transit passengers. Passengers must apply for The New Zealand electronic travel authority (NZeTA) before departure. Its approval can take up to 72 hours. It is important to note that valid documentation is required before boarding your flight to New Zealand. Passengers may be denied boarding if they do not hold a valid NZeTA for travel to New Zealand. Please visit the New Zealand government website for more information: https://www.immigration.govt.nz/new-zealand-visas/apply-for-a-visa/about-visa/nzeta

31. ACCOMMODATION RATINGS AND STANDARDS

31.1 After registering/checking in at your accommodation, you will be assigned a room. You must confirm the check-in and check-out times with the Service Provider directly. Please keep in mind that just because rooms are listed together on the same booking itinerary doesn’t mean they’ll be next to each other or otherwise close.
31.2 These requests are not guaranteed; nevertheless, you should check with the accommodation reception/front desk at the time of check-in or contact them at least 72 hours before check-in to make sure. If these requests are not approved, Tour help uk will not be held liable for any requests turned down.

32. BAGGAGE ALLOWANCE
32.1 The amount of free baggage supplied to passengers varies significantly from airline to airline and route to route. The regular baggage allowance given by the airline is included in our rates. Your airline’s booking rules will specify the allowance you are entitled to. Some airlines may enable you to add more luggage after you’ve made your reservation; this depends on the rules and restrictions of the specific airline you should consult.
32.2 When flying with an airline that charges for keeping luggage, it is not included or displayed in our headline costs. You will be given the option to purchase this extra service at the time of booking. Should you choose not to take any hold luggage on your trip, you will receive the standard hand luggage allowance as detailed in the airline booking conditions.
32.3 For further information, please refer to the airline booking conditions. Please note that baggage allowance for specific Visual Flight Rules, Promotional and Tour fares can differ. Please refer to your booking confirmation for your confirmed baggage allowance.

33. ROOM ALLOCATION
33.1 After registration, you will be assigned a room when you arrive at your accommodation. You must confirm the check-in and check-out timings with your accommodation provider directly. Any local taxes and penalties must be paid to your hotel provider in advance at check-out.
33.2 We do not guarantee these requests; however, we encourage you to check with the accommodation reception/front desk at the time of check-in or contact them at least 72 hours before check-in to be sure. If these requests are not accepted, Tour help uk will not be liable for such denied requests.
33.3 Some hotels have certain regulations that operate on a per-room basis. Please note that according to these regulations, you will not be permitted to use some hotel amenities such as restaurants, swimming pools, play areas, etc.

34. BUILDING WORK
34.1 At a hotel, renovations and refurbishments and the noise they cause are unavoidable from time to time. If we become aware of such works, we will notify you before you make your reservation or within a reasonable time after we become aware of them.

35. INSOLVENCY PROTECTION

35.1 We provide complete financial protection for our flight-inclusive Package, and ATOL protected flight-only sales by way of our Air Travel Organiser’s Licence issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email claims@caa.co.uk.
35.2 You will obtain an ATOL Certificate when you purchase an ATOL-protected flight or flight-inclusive package from us. This section explains what is financially covered, where you can receive further information, and who to contact if you need to file a claim.
35.3 In some cases, an alternative ATOL holder may provide you with the services you have bought or a suitable option (at no extra cost to you). You agree to pay any outstanding money to be paid by you under your contract to that alternative. In these cases, you will be entitled to claim under the ATOL scheme or your credit card issuer where applicable.
35.4 If we, or the suppliers named on your ATOL certificate, become insolvent, we will be unable to offer the services listed (or a suitable alternative, via another ATOL holder or otherwise). The Trustees of the Air Travel Trust may pay you (or provide you with a benefit) under the ATOL scheme in that case.
35.5 You agree that in exchange for such a payment or benefit, you will assign to those Trustees any and all claims you may have arising out of or related to the non-provision of services, including any claim against us, the travel agent (or your credit card issuer where applicable).
35.6 You further accept that any such claims may be allocated to another body if that other body has paid the ATOL scheme monies you have claimed.

36. CHARGEBACKS AND CLAIMS AGAINST SERVICE PROVIDERS
36.1 Unless such rights have arisen under section 75 of the Consumer Credit Act 1974, you agree not to issue any chargebacks or otherwise dispute transactions with your payment card issuer against us (“Chargeback”). Rather, your rights to refunds and other claims shall be governed solely by these Terms and Conditions.
36.2 You agree that if you initiate a Chargeback (including under section 75) or make a demand for payment from a Service Provider (which may be satisfied by the payment of cash, issue of vouchers or as otherwise agreed between you and the Service Provider) we shall be entitled to take such steps as we consider reasonable to ensure that you are not paid twice for the same claim.

37. BREXIT

37.1 For the purposes of these Terms and Conditions, “Force Majeure” means any event beyond our or the Service Provider’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
37.2 Certain Travel Services may be affected due to the United Kingdom’s decision to leave the European Union and the end of the transition period relating to Brexit. This can include unavailability of some flight routes, problems with access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through European Union Member States.
37.3 While we will monitor the situation, if we become aware of any bookings that will be affected by such measures, as all such measures are outside our control, we would treat any such changes as Force Majeure. We will endeavour to provide suitable alternative arrangements or refunds where possible, and we will not be liable to pay any compensation.

38. ENTIRE AGREEMENT

38.1 The Terms and Conditions set in the complete agreement and understanding between you and us in connection with your booking supersede any prior representations, agreements, conditions, negotiations, and undertakings made orally or in writing.

39. LAW AND JURISDICTION

39.1 The Terms & Conditions are governed by English law. Any dispute or issue arising from these Terms and Conditions must be resolved by the English and Welsh courts (unless you live in Scotland or Northern Ireland, bring proceedings to your local court under Scottish or Northern Irish law, as applicable).