Serenity Escapes – Terms & Conditions
Effective May 25, 2018
- SCOPE AND APPLICATION
- COLLECTION OF INFORMATION
Information You Provide Directly to Serenity Escapes
If you are interested in obtaining information, products or services from Serenity Escapes or participating in certain activities, you may need to provide us or our service providers with information about yourself. For example:
If you register for a Service to become a member, receive a newsletter, or get information about Serenity Escapes events, you may be asked for your name, email address, mailing address, phone number and other information
If you order a product from us or one of our business partners, you may be asked for your name, postal address, email address, telephone number and your credit card number.
If you are ordering a product as a gift for another person, you may be asked for that person’s name, postal address and phone number in order to enable us to deliver the gift to the recipient.
If you participate in an activity such as a survey or sweepstakes, you may be asked for your name, email address and birth date, and also to provide other types of information such as gender and personal interests, which may be associated with other personal information that has been obtained from or about you.
Sensitive Information. We ask that you not send us, and you not disclose, any sensitive personal information (such information related to racial or ethnic origin, political opinions, religion or other beliefs, health, criminal background or trade union membership) on or through the Services or otherwise.
Information We May Collect Automatically
In addition to information you choose to provide to us, Serenity Escapes and our service providers also use standard technologies to automatically collect certain additional information. For example:
- IP Address and Other Identifiers. When you access and interact with our services, Serenity Escapes and our service providers may collect information about your visits in order to permit you to connect to and obtain the Services and to understand the frequency with which specific visitors visit various parts of our Services. For example, we may collect your Internet Protocol (“IP”) address, which identifies the computer or service provider that you use to access the Services, or information about your browser type, authentication identifiers, and other software and hardware information. If you access the Services through a mobile or other device we may collect your mobile device identifier, geolocation data (including your precise location), or other transactional information for that device. We may combine this information with other information that we have collected to make our Services and our communications to you more targeted to your interests.
- It is up to you whether to allow us to send you cookies. Please note that by blocking any or all cookies you may not have access to certain features, content or personalization available through the Services.
- Web beacons and other tracking technologies. The Services may use other tracking tools, including so-called “pixel tags,” “web beacons,” “web bugs,” “clear GIFs,”etc. (collectively “Web Beacons”) to collect user activity information about your activities on the Services. These are small electronic images embedded in web content (including online ads) and email messages and are ordinarily not visible to users. Like Cookies, Web Beacons enable us to track pages and content (including ads) accessed and viewed by users. Also, when we send HTML-formatted (as opposed to plain text) emails to you, Web Beacons may be embedded in such emails to allow us to monitor readership levels so that we can identify aggregate trends and individual usage to provide our audiences with more relevant content or offers. Web Beacons in emails may recognize activities such as when an email was opened, how many times an email was forwarded, which links in the email were clicked on, etc. Web Beacons cannot be declined when delivered via a regular web page. However, Web Beacons can be refused when delivered via email. If you do not wish to receive Web Beacons via email, you will need to disable HTML images or refuse HTML (select Text only) emails via your email software.
- Third Party Tracking. Third parties that support the Services by serving advertisements or providing services, such as allowing you to share content or tracking aggregate the Services usage statistics, may also use these technologies to collect similar information when you use the Services (such as websites and emails). These third parties may also use these technologies, along with activity information they collect, to recognize you across the devices you use, such as a mobile device and a laptop or other computer. Serenity Escapes does not control these third-party technologies and their use is governed by the privacy policies of third parties using such technologies. For more information about third-party advertising networks and similar entities that use these technologies, see www.aboutads.info/consumers, and to opt-out of such ad networks’ and services’ advertising practices, go to www.aboutads.info/choices.
- Information Contained in User Content
- Some parts of our Services may allow users to post or transmit messages, comments, screen names, computer files and other materials. You should be careful about what personal information you choose to make public through these Services.
- Information from Other Sources
- To the extent permitted by law, Serenity Escapes and our service providers may supplement the information we collect from and about you with information from other sources, such as publicly available information about your online and offline activity from social media services, commercially available sources and information..
- USE AND DISCLOSURE
Serenity Escapes and our service providers may use information that we collect from and about you for a variety of business purposes, including:
- to maintain and manage your account, deliver content and services that you request, improve the services and enhance your experience on our services;
- to process and track your product or service orders and provide the services and content you request;
- to communicate with you about the content and Services or other products, content or services in which you may be interested, or to respond to your inquiries or comments;
- to contact you. Serenity Escapes may periodically send notifications related to the services such as notifications of changes to the Services or policies;
- If you want to stop receiving Serenity Escapes promotional materials, please email Serenity Escapes instructions in our communications.
- to perform business analyses or for other purposes to improve the quality of our business, the Services, and the products and services we offer;
- to complete a merger or sale of assets. If Serenity Escapes sells all or part of its business or makes a sale or transfer of its assets or is otherwise involved in a merger or transfer of all or a material part of its business (including in connection with a bankruptcy or similar proceedings), Serenity Escapes may transfer your information to the party or parties involved in the transaction as part of that transaction; or
- in accordance with your consent.
In order to make our content, Services and advertising more interesting and relevant to you, we may use the information we collect from and about you to make inferences and predictions about your potential areas of interest. When the information collected from or about you does not identify you as a specific person, we may use that information for any purpose or share it with third parties, to the extent permitted by applicable law.
- with entities that help us to manage and provide the Services, including development of our websites and applications, maintenance and support, personalization, payment processing, email distribution, measurement and improvement, sweepstakes/contest administration, booking, fulfilment, and operation of travel services and products, and promotions management, only to the extent that these entities need the information to perform their services or as required by law;
- with identified entities whose products or services you specifically use or request to receive while you use the Services;
- with our business partners, such as travel operators. Their use of your personal information will be governed by their own privacy policies;
- with third parties in in the ordinary course of business in order to process your requests and fulfil your orders for video content offered through the Services;
- with your consent, with other selected third parties so that they may send you promotional materials about goods and services that they offer;
- in accordance with your consent.
Serenity Escapes and its Affiliates, service providers, business partners and other individuals described above, may be located outside of your country of residence, including, among others, in the United States (Canada and EEA). These countries may have different data protection regimes than is found in the country where you are based.
When information we collect is aggregated, anonymized or otherwise does not identify you, we may use that information for any purpose or share it with third parties, to the extent permitted by applicable law.
- INFORMATION SECURITY
We take a number of commercially reasonable administrative, technical, personnel and physical measures designed to safeguard information in our possession from loss, theft and unauthorized use, disclosure or modification. However, no one can guarantee the complete safety of your information.
- USER ACCESS AND CONTROL
If you would like to access, review, correct, update, suppress, delete or otherwise limit our use of your personal information you have previously provided directly to us, you may contact us using the mechanisms provided below. We will try to comply with your request as soon as reasonably practicable.
You may opt out of having your personal information used or disclosed for certain purposes.
- If you no longer want to receive marketing-related emails from us on a going-forward basis, you may opt-out of receiving these emails be clicking “Unsubscribe” or “Update my Preferences” at the bottom of any marketing email.
- If you would prefer that we do not share your personal information on a going-forward basis with business partners for their direct marketing purposes, you may opt-out of this sharing.
- If you continue to receive our communications in error after expressing an opt-out preference, please let us know so that we can investigate the situation.
- OTHER IMPORTANT INFORMATION
Remember that even after you cancel your account, or if you ask us to delete your personal information, copies of some information from your account may remain viewable in some circumstances where, for example, you have shared information with social media or other services. Because of the nature of caching technology, your account may not be instantly inaccessible to others. We may also retain backup information related to your account on our servers for some time after cancellation or your request for deletion, for fraud detection or to comply with applicable law or our internal security or recordkeeping policies. It may not always be possible to completely remove or delete all of your information due to technical constraints or, contractual, financial or legal requirements.
- THE GDPR AND ADDITIONAL INFORMATION FOR INDIVIDUALS IN THE EUROPEAN ECONOMIC AREA (“EEA”)
If you are a resident of the European Economic Area (“EEA”) and the Services are targeted to you, please note:
- The EU General Data Protection Regulation (GDPR) is a new comprehensive data protection law that updates existing EU laws to strengthen the protection of “personal data” (any information relating to an identified or identifiable natural person, so called “data subjects”) in light of rapid technological developments, the increasingly global nature of business and more complex international flows of personal data. The GDPR replaces the current patchwork of national data protection laws with a single set of rules, directly enforceable in each EU member state. The GDPR takes effect on May 25, 2018.
- We may need to collect and process the types of Personal Information listed above in order to provide the Services to you or because we are legally required to do so. If you do not provide the information that we request, we may not be able to provide you with the Services. We may use the Personal Information for our legitimate business interests, including those listed above.
- If you would like to receive an electronic copy of your Personal Information for purposes of transmitting it to another company, you may contact us.
- Regarding the section entitled “Location of Data” in Section 6, above: Some non-EEA countries are recognized by the European Commission as providing an adequate level of data protection according to EEA standards. The full list of these countries is available at http://ec.europa.eu/justice/data-protection/international-transfers/adequacy/index_en.htm. For transfers from the EEA to countries not considered adequate by the European Commission, we have put in place adequate measures, such as standard contractual clauses adopted by the European Commission to protect your Personal Information. “Other” from the drop-down menu and providing a brief description in the text box available.
- Regarding the section entitled “Data Retention” in Section 6, above: We keep your Personal Information for as long as needed or permitted in light of the purpose(s) for which it was obtained. The criteria used to determine our retention periods include (i) for as long as we have an ongoing relationship with you and provide the Services to you; (ii) as required by a legal obligation to which we are subject; or (iii) as advisable in light of our legal position (such as in regard of applicable statutes of limitations, litigation, or regulatory investigations).
- You may lodge a complaint with a supervisory authority competent for your country or region.
- CONTACT US
To make a booking you must send us a signed, completed Booking Form and a deposit of 25% of your selected travel arrangements (minimum £ 200 or equivalent). We will then invoice you for the remainder of the cost, which you must pay not later than 12 weeks before departure. Tours under the value of £3000 the final balance is 10 weeks. If you book less than 12 weeks before departure, full payment must be made on booking. The booking is not accepted and no contract exists until the date shown on the confirmation issued by Serenity Escapes. Notification of cancellation must be made to the Company in writing.
Bookings made by credit card more than 10 weeks before departure will not be deemed accepted until we have received a signed booking form in our office and we have issued a confirmation. If a signed booking form is not received within 10 days of the booking being made, the booking will be deemed cancelled, the deposit will be forfeit and the place will be released for resale. Bookings made by credit card less than 12 weeks before departure (i.e. when full payment is due in booking) will be subject to the cancellation conditions below regardless of whether a booking form has been received in our office.
If you do not pay the balance of your holiday cost within 12 weeks of departure your booking will be terminated and you will lose your deposit.
The person who signs the booking form is the ‘lead name’. He or she must be over 18 and jointly and/or severally responsible for payment of the total holiday price together with any amendments made to the booking and subsequent cancellation or amendment charges that may be payable. He or she also agrees to provide full and accurate information to the remainder of the party in relation to the booking. By signing the booking form, it is confirmed that himself and/or herself and all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions. When you book your Holiday you will have to pay either the deposit per person dependant on the package booked; or the full cost of the Holiday if it is 8 weeks or less before date of travel. Any special requests other than those, which are a standard part of your Holiday, have to be advised to us at the time of booking your Holiday. We will endeavour to pass this information to the Companies or third parties with whom we operate. Any such action or note made of your request on the invoice confirms the fact that we have received your request but does not and should not be deemed to be a guarantee that either we or the relevant supplier or third party with whom we have contracted can or will meet with your request. Where possible we will try to help but no guarantee as to any requests given or noted on your invoice unless we have specifically confirmed the request separately in writing.
When you receive the confirmation invoice please check the details carefully and inform us immediately if anything is incorrect. Spelling of names etc, is particularly important. Names on travel documents must exactly match those shown in passports – we cannot accept responsibility if an airline or other supplier refuses boarding because the name(s) shown in your passport differ from those on your ticket. Payment for all monies due, including any surcharge, must be paid to us no later than 12 weeks before tour departure.
If you do not pay the balance by the due date your booking will be cancelled and you will forfeit your deposit. Travel documents will be sent to you approximately 2 weeks before the departure of your tour. Travel documents will not be issued unless final payment has been received and any cheques have cleared. We cannot accept any liability for tickets lost in the post.
In the case of any booking made within 30 days of departure, your travel documents will be available for collection at our offices or, upon payment of a fee of £5 per person, will be sent to you by Royal Mail Special Delivery. If you elect to have documentation sent by Royal Mail, which is subsequently lost in transit, you will then be liable for courier costs in addition to a re-issue charge (which will be a minimum of £35 and may be up to the cost of the ticket).
If you live outside the UK we will send your travel documents by courier and will add a charge of approx. £30 to your booking (this charge is variable depending on your country of residence). It is imperative that you re-confirm the reservations, timings and check-in details of your flight with the airline concerned at least 72 hours before departure. This applies to your outward flight from the UK and to your return flight. If you miss a flight or suffer any disruption as a result of not following our instructions as to reconfirmation, we will have no liability to you.
If, after our confirmation has been issued, you
- (I) make a change to your existing booking, we will charge an amendment fee of a minimum of £30 per booking for each change or
- (II) wish to change to another of our tours or change departure date, we will try to make the changes, provided that notification is received in writing at our offices from the lead name at least 60 days before departure and you pay a minimum of £40 per person to cover our administration costs. Any alteration, whether a change to an existing booking or a change to another tour or departure date, will be subject to payment by you of any costs imposed by any of our suppliers providing the component parts of the tour. Any alteration by you within 60 days of departure will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out in Clause 4 below.
Where you are unable to travel for genuine reasons you can transfer your booking to another person, subject to the following:
- you must notify us in writing at least 35 days before departure; and
- your request is accompanied by written proof of your reason for being unable to travel (such as a doctor’s certificate), all original travel documents which you have received and the full name and address of the transferee; and
- the transferee must fulfill any conditions that apply to the booking; and
- payment by you of an administrative charge of a minimum of £40 per person and all costs which those supplying your travel arrangements impose. Both the transfer or and transferee are jointly and severally liable for all payments outlined above. Some airline carriers treat name changes as cancellations. Accordingly you will be required to pay for the cost of a new ticket.
If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package travel arrangements, we shall at our discretion, offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of its occurrence.
Before you enter into a contract with us, we reserve the right to change any of the facilities, services or prices described in our brochures or website. If a change occurs you will be advised at the time of booking.
It is unlikely we will have to make any changes to your tour after you book. However, we plan the arrangements many months in advance and may occasionally have to make changes. Most changes are minor. Flight timings and carriers shown in the brochure are subject to change. A change of carrier or flight timings will not be considered a major change. If a major change becomes necessary, we will advise you of the change as soon as possible. Whether a change is ‘major’ depends on the nature of the tour and may include: alteration to the scheduled departure or return time of your flight by more than 12 hours; a change to a lower standard of accommodation; or a change of departure airport (excluding a change between London airports). In all cases, except where a major change arises from circumstances amounting to force majeure or consolidation (see below), we will pay you, as a minimum, compensation as detailed below:
|Period before departure within which a major change is notified to you||Compensation per person|
|Before balance due date||Nil|
|Between balance due date and 14 days before travel||£30.00|
|Between 13 days and the date of travel||£40.00|
Important notes: Compensation will not be payable if we are forced to cancel, or in any way change your tour for reasons of consolidation or force majeure, namely war, threat of war, riot, civil strife, industrial dispute, terrorist activity, health epidemics, natural or nuclear disaster, fire or adverse weather conditions or other similar events beyond our control and that of our suppliers. A change of tutor due to unforeseeable circumstances is not classed as a major change. Consolidation refers to the fact that the operation of the tour is dependent on a minimum number of persons booking the tour. If that number is not achieved, we reserve the right to cancel the tour. We will not however, cancel a tour for reasons of consolidation less than 4 weeks before the departure date. We strongly recommend that you make no travel arrangements to your point of departure from the UK until such time as your travel itinerary has been confirmed. If you make such arrangements which you are then unable to use due to a change in your itinerary we shall not be liable to you for the cost of those arrangements.
Sometimes it may be necessary to cancel your tour and we reserve the right to cancel your tour in any circumstances. However, in no circumstances will we cancel your tour less than 4 weeks before the scheduled departure date except for reasons of force majeure or failure on your part to pay the final balance. In circumstances where we are unable to provide the tour booked, we will return to you all monies paid, including insurance when you have bought that from us, or where possible offer an alternative tour of comparable or higher standard. In case of a cancelled tour departure we strongly advise you not to book any connecting travel that is non-refundable or non-changeable or incurs penalties. We will not be liable to refund any incidental costs incurred for visas, vaccinations or other travel arrangements. If we are forced to cancel your holiday after departure we will, wherever possible, make suitable alternative arrangements. If we are unable to make such alternative arrangements, or you reject these for good reason then we will return you to your point of departure and refund you for any unused services, if appropriate.
Any flights forming part of the holiday arrangements are subject to the conditions of the carrying airline, which in most cases limit the airline’s liability to the passenger in accordance with International Law and conventions. Serenity Escapes is a trading name of Quest Group Training Ltd registered in England 11803860.
Our obligations, and those of our suppliers providing any service or facility included in your holiday, are to take reasonable skill and care to arrange for the provision of such services and facilities and, where we or our supplier is actually providing the service or facility, to provide them and to do so with reasonable skill and care. You must show that reasonable skill and care has not been used if you wish to make any claim. Standards of, for example, safety, hygiene and quality vary throughout the transport and destinations that your holiday may involve. Sometimes these standards will be lower than those which would be expected to be found in the UK. The services and facilities included in your holiday will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply, or if there are no applicable local regulations, if they are reasonable when compared to the local standards and customs.
For claims which do not involve death or personal injury, we accept, and will only have, liability should we or our suppliers fail to satisfy the obligations detailed above. If we have liability we will pay you reasonable compensation (limited to 3 times the value of your holiday) if your enjoyment of the tour is adversely affected. Any sums received by you from suppliers such as from airlines due to the Denied Boarding Regulations 1992 (in this case sums paid by the airline constitute the full amount of your entitlement to compensation for all matters flowing from the airline’s actions) will be deducted from any sum paid to you as compensation by us.
For claims which involve death or personal injury as a result of an activity forming part of your holiday, we accept, and will only have liability should we or our suppliers fail to satisfy the obligations detailed above. If we have liability, we will pay you reasonable compensation.
We shall have no liability where the cause of the failure to provide, or failure in, your holiday or any death or personal injury you may suffer is not due to any fault on our part or that of our servants, agents or suppliers, because it is either attributable to you, or attributable to someone unconnected with your holiday and is unforeseeable or unavoidable, or is due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which neither we, nor our servants, agents or suppliers could have foreseen or forestalled.
If any international convention applies to or governs any of the services or facilities included in your holiday arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded).
International Conventions which may apply include: in respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the additional Montreal Protocol of 1975) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. Copies of the relevant conventions are available on request. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these Conventions or any other international conventions applicable to your holiday.
If you choose to issue court proceedings in respect of a claim against us, you must do so within 1 year of your return from holiday or within 1 year of first discovering the matters giving rise to the claim, if this is later. If you do not, then our liability to you will be limited in all cases to the sum of £100.
Other than a set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your holiday.
Air Carrier liability for passengers and their baggage: This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.
Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to approximately £80,000, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent of otherwise at fault.
Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days of the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than approximately £13,000.
Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to approximately £3,300.
Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to approximately £800.
Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to approximately £800. In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
Higher limits for baggage: A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must complete a Property Irregularity Form at the airport and write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger’s disposal.
Liability of contracting and actual carriers: If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
Time limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of the Member States.
Any arrangements you make independently which do not form part of the tour are entirely at your own risk. Where you book any excursions or additional travel arrangements while on your holiday, we act only as your booking agent.
Travel insurance is mandatory for all clients while on one of our tours. If you have choose not to take the insurance scheme we offer, you are responsible for ensuring that you are in possession of travel insurance for the entire duration of the tour in respect of at least medical expenses, injury, death, repatriation, cancellation and curtailment, with cover/benefits equal to/greater than the insurance we offer. If you make your own insurance arrangements you must ensure that there are no exclusion clauses which limit cover for the type of activities included in your tour. Travel documents will not be issued unless you provide evidencing of the existence of your policy.
Whilst we are able to provide basic advice to clients regarding passports and visa requirements, you should check with the appropriate Embassy, Consulate or British Foreign Office for the exact requirements for your chosen tour and date of travel. It is your responsibility to ensure that you have the correct passport and visas to gain access to any country/region included in the travel arrangements which you purchase from us. If you fail to do so, we have no liability to you for any cost, loss or damage which you suffer, nor will we refund you the cost of any unused portion of your travel arrangements. In some cases, countries will refuse entry to clients who have criminal records. Should you be concerned about this, please check with the embassy or consulate of the countries to which you are travelling.
The safety of every individual travelling in our groups is of paramount importance. We follow strict procedures to ensure that all necessary precautions are taken to avoid risk and safeguard the wellbeing of all who travel with us. The objective is to provide a tour that is safe, enabling and encouraging a positive, pro-active approach to safety standards worldwide.
Health & Safety
Prior to confirming tour arrangements, all accommodation, transport and visits are checked to ensure they comply with the statutory risk regulations required in that location and pass the stringent standards of our risk assessment evaluation. These checks are carried out regularly to ensure the standards are maintained either by our own qualified staff or local agents.
The validity of these is verified annually by our own staff or agents acting on our behalf who hold a specific brief relating to our requirements and standards. It is, additionally, a requirement that all suppliers used by us are adequately insured and hold the necessary legal liability insurance cover.
No accommodation will be booked or paid for prior to health, safety and security checks being made. All accommodation will have been checked either by ourselves. We have confirmation that the hotels we use have certificates to cover all the essential features of health and safety such as fire certificates or the local equivalent, appropriate insurance cover and are checked for potential risks as laid out in our accommodation risk assessment form.
Please note that smoke alarms are not mandatory in every country. Certain accommodation units used may not be equipped with smoke detection systems. For further safety information about your tour accommodation please contact us. You may wish to take your own mobile smoke alarms with you on tour – these can be purchased from most DIY centres throughout the U.K.
HEALTH & SAFETY REGARDING AIR TRAVEL
We would remind all tour participants travelling on our programmes that they should co-operate with Airline staff at all times. Under no circumstances should personal or group safety be deliberately put at risk. Please note when packing that the following items are prohibited on board your flight: Toy or replica guns (plastic or metal) / Household cutlery / Knives with blades of any length (including steel nail files) / Paper knives / Razor blades / Tradesman’s tools / Darts / Scissors of any size / Knitting needles / Sporting bats (including rackets, cricket bats and golf clubs) / Billiard, snooker or pool cues / Catapults / Corkscrews with blades attached / Hypodermic needles. All such items should be packed in your main luggage and checked in prior to departure. Please note that current regulations can change from time to time so it is advisable to seek up-to-date information for the relevant airport (the internet being a good source).
Passengers who require the use of hypodermic needles for medical reasons (eg. Diabetes and Allergies) will be asked for written proof by the airline, such as a doctor’s letter.
HEALTH & SAFETY REGARDING COACH TRAVEL
All coach operators used have current and valid Operating Licenses and Adequate Public Liability Insurance cover. All UK coaches will be provided with seat belts, though this is not always the case in Europe, especially on airport transfer coaches. Please note that coaches in the USA do not have the facility of seat belts.
Drivers hours are strictly adhered to.
Each coach company has their own emergency procedures in place to deal with situations and breakdowns. Drivers are continually assessed to ensure competency, legal requirements and defensive driving techniques. Routine license checks ensure compliance with the requirements for the driving of PCV vehicles.
Overseas coach companies are required for transfers, we will only hire from reliable and established companies who have a proven record of excellence with us.
To ensure your safety when travelling by coach, we kindly request that all tour participants:
- Remain seated when the coach is mobile
- Use the seatbelts provided
- Make note of emergency exits and glass-breaking tools
- Avoid carrying glass bottles on board
- Avoid opening emergency exits or pressing alarm buttons except in emergencies
- Avoid distracting the driver(s) by talking to them unnecessarily while the coach is in motion
- Are aware of the direction of oncoming traffic when boarding or alighting the tour coach
- Remain seated in the event of breakdown and follow their driver’s instructions
- Understand that onboard toilet facilities are for emergency use only (comfort stops will be made)
- Will be liable for any reported damage to the tour coach while on tour
- Help maintain a clean and healthy standard on board their tour coach at all times
- Understand that we cannot accept responsibility for personal items left on board
A strict NO SMOKING policy for all passengers
HEALTH ADVICE FOR TRAVELLERS
The Health Advice For Travellers booklet can be obtained from your nearest Post Office. It is designed to help you enjoy a healthy journey and to deal successfully with any medical emergencies which might arise. The booklet contains essential information and advice on:
- How to avoid the need for health care when abroad
- How to plan for healthy travelling
- How to obtain emergency medical treatment in countries throughout the world
- How to obtain a European Health Insurance Card (EHIC), which will provide you with free or reduced-cost emergency medical treatment in countries within the European Economic Area (EEA).
European Health Insurance Card – You can apply for an EHIC free of charge by:
- By calling 0845 606 2030
- By picking up an application form from the Post Office
- Via the the European Health Insurance Card website
Only one application by either post / internet or telephone is necessary. In order to apply ensure you have the NHS or National Insurance Number, Surname/Family Name, Forenames and Date of Birth of each applicant. The cards are valid indefinitely unless you change your address.
Please note it is our experience that not all countries, clinics and hospitals accept an EHIC under every medical situation. Notable exceptions are the USA, China and Russia. We do recommend that Party Leaders carry sufficient funds (cash or credit cards) to cover any additional costs that may be incurred and claim a refund through insurance upon their return to the UK. In such instances all receipts should be kept (e.g. taxi to/from hospital) to assist with the insurance claim.
We recommend that tour participants consult their own GP or a recognised Travel Heath Advice centre for latest advice on inoculation requirements. We will require that tour participants with special medical or dietary conditions be declared on the appropriate final documentation.
No individual under the age of 18 years of age should consume alcoholic drinks unless express written permission from a parent or guardian can be produced. Where local minimum age limits differ to the UK, we still regard our groups as representatives of the UK and therefore UK rules regarding alcohol consumption will be applied. No party member, whether of age or under age, should consume alcohol to excess as this presents a serious health and safety risk. Under no circumstances should alcohol be consumed on tour transport.
No individual under the age of 16 years of age should smoke. Where local minimum age limits differ to the UK, we still regard our groups as representatives of the UK and therefore UK rules regarding smoking will be applied. No party member, whether of age or under age, should smoke in accommodation bedrooms as this presents a serious fire risk, nor should they behave in any other way that might present a fire hazard. Smoking should always be restricted to designated areas. No smoking is permitted on tour transport.
Use or abuse of drugs and banned substances, or possession of the same, is forbidden under all circumstances.
Personal Conduct All tour participants should act in a responsible fashion during their tour and should not behave in a way likely to cause damage to property or damage or offence to other people. Any damage will be charged directly to those responsible for the person and we will be unable to assist with the funding of such payments.
TERMINATION OF THE TOUR
We reserve the right at all times to terminate the tour if the behavior of any party member is considered by the company, or by any other person in authority, likely to cause offence, distress, danger, damage or annoyance to other clients, company employees any third party or damage to property. In the event of such a termination our responsibility for the tour will cease, we will have no further contractual obligations to you including return travel and we will be under no liability to make refunds or meet any costs or expenses by you as a result. Any damage will be charged directly to those responsible and we will be unable to assist with the funding of such payments.
We are able to advise on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice. Where you do not do so and either are not allowed to enter any country, or suffer personal injury or death, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements. Clients with existing medical problems, pregnant women and anyone who has recently visited other countries, should check requirements with their general practitioner.
By signing a Serenity Escapes booking form you agree to accept the terms and conditions, you agree to accept the authority and decisions of our employees, group leaders, agents and suppliers while on tour. If, in the opinion of any of these, your health or conduct appears likely to endanger the progress of a tour you may be excluded from the whole of, or a part of, the tour. In the case of ill-health we may make such arrangements as we deem necessary and recover the costs thereof from you. If you commit an illegal act we shall cease to have responsibility to or for you.
Before booking with us, take a moment to consider the challenging nature of your holiday travel provided by Serenity Escapes. Trips of this kind often require a substantial amount of flexibility from you during the journey. The itineraries outlined in the brochure and on our website must be seen as an indication of our intention, rather than a contractual obligation on our part. Unforeseen local conditions or events may sometimes necessitate changes to the itinerary, accommodation or means of transport. We accept your booking on the understanding that you realise the potential hazards involved in this kind of trip, including injury, disease or loss/damage to personal property, inconvenience and discomfort. Refunds will not be given for unused services.
IF YOU ARE NOT PREPARED FOR THIS, YOU SHOULD NOT TRAVEL WITH US.
This unpredictability also means that the itineraries that we put forward for each of our holidays should be seen as statements of intent, rather than as contractual obligations. A variety of factors, including weather, transport difficulties and political instability, might dictate that we change any itinerary. The trip leader will make any changes that are necessary, after consultation with the group. Only rarely will such changes be significant, and we will always do everything within our powers to minimise the effects of the enforced changes. We cannot be held responsible for the results of changes or delays, irrespective of how they are caused.
- If you cancel your booking more than 10 weeks before departure we will not refund your deposit, all deposits are non refundable and non transferable.
- The Client may, by notice in writing, cancel his booking at any time. In the event of cancellation after the booking has been confirmed, the following cancellation charges are payable;
- 90 days or more prior to departure = loss of booking deposit
- 0-55 days = 100% of the total cost of the holiday
- Cancellation must be in writing signed by the person who signed the booking form and will be acknowledged by Serenity Escapes.
- We will let you know as soon as we can if, through no fault of your own, we are forced to significantly alter or cancel your holiday. In these circumstances you can choose one of the following options. a) cancel your holiday and receive a full refund; b) accept a substitute holiday if we are able to offer you one. If the substituted holiday is of a lesser value, we shall also refund you the difference in price; If appropriate we will also compensate you for the inconvenience unless the alteration or cancellation is because there are insufficient numbers to run the holiday or if the alteration or cancellation has come about because of unavoidable, unusual and unforeseeable circumstances beyond our control. We shall not be liable to you for any incidental expenses incurred by you as a result of any arrangements that you may have made, if you have made those arrangements before we have sent you final confirmation of your itinerary and previously advised you against incurring such expenses.
- The accommodation provided is only for the use of Clients shown on the booking form and sub-letting, sharing or assignment is prohibited.
- All damages and breakages will be charged to the Client and must be paid for before vacating the accommodation. The Client undertakes to behave in an orderly fashion and not to disrupt the enjoyment of other Clients or in any way harm the reputation of Serenity Escapes. The holiday of any Client in breach of this clause shall be terminated forthwith and Serenity Escapes shall have no further contractual obligations towards him or her.
On an adventurous holiday it is necessary that you abide by the authority of the leader, who represents the company. Signing our booking form signifies your agreement to this, and if you commit any illegal act when on the holiday or if in the reasonable opinion of the leader your behaviour is causing or likely to cause danger, distress or annoyance to others we may terminate your travel arrangements without any liability on our part. If you are affected by any condition, medical or otherwise, that might affect your or other people’s enjoyment of the holiday; you must advise us of this at the time of booking.
Before you come on the holiday you must be covered by insurance, which must include adequate cover for baggage, medical expenses and the cost of repatriation, should you become too ill to continue, including helicopter rescue and air ambulance. If you join the holiday without adequate insurance you may not be allowed to continue on the holiday, with no right of refund. Any claims concerning matters for which you are insured must be directed to your insurers.
- Serenity Escapes agrees to use all reasonable endeavours to provide the booked holiday as described on the web site, but will not be responsible if, having used all reasonable endeavours, it is unable to do so.
- Serenity Escapes accepts no liability (except where Serenity Escapes is proved not to have used due diligence) for any loss or damage incurred or suffered by any Client in connection with any mode of transport in any way arising out of the holiday.
- All baggage and personal possessions remain at all times and in all circumstances at the owner’s risk except where Serenity Escapes has proved not to have used due diligence.
- Whilst Serenity Escapes uses due diligence in its efforts to ensure that all descriptions of, or any information in relation to, holidays supplied to Clients are accurate, it shall not be liable in the event that an aspect of the holiday fails to comply with any description of information even if the Client specifically relied on that particular aspect in choosing or booking the holiday, provided Serenity Escapes has used due diligence.
If you or any member of your party have any medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline the booking or, if full details are not given at the time of booking, cancel when we become aware of these details.
We are not always in a position to confirm the aircraft type, airline and airport of destination which will be used in connection with your flight at the time of booking. Any change in any of these details where given will not entitle you to cancel or change to other arrangements without paying our normal charges. In the unlikely event of a change to your confirmed overseas airport, we will of course arrange for you to be transported to and from the alternative airport without any additional cost to you.
Flight timings are particularly outside our control. They are set by airlines and are subject to air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. The times stated on your confirmation invoice are provisional and we cannot guarantee that flights will leave at these times or, indeed, at the times shown on your tickets. We cannot be held liable for any delay which is due to any of the reasons (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements. In certain circumstances you may be able to make a claim under the insurance policy arranged by us, if you have taken our insurance, and we would refer you and your party to the terms of that policy. Notwithstanding the above, Specific instructions relating to departure and travel arrangements will be sent with the air or other travel tickets approximately 2 weeks before departure. It is your responsibility to ensure that all members of your party are in possession of all necessary travel and other documents before departure. We regret we cannot accept any liability if you are refused entry into any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in costs, expenses, fines, surcharges or other financial penalty being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
If we need any other personal details, we will tell you before we obtain them from you. We need to pass on your personal details to the companies and organisations who need to know them so that your holiday can be provided (for example your airline, hotel, other supplier, credit/debit card company or bank).
We would also like to store and use your personal details for future marketing purposes (for example, sending you a brochure or details of a promotion). All details you give us in connection with your booking (including those relating to any disability or medical condition or your religious beliefs ) will be kept but we will obviously only use names and contact details for marketing purposes. Occasionally, we may sell clients names and contact details to other companies or organisations who offer goods or services which we feel may interest you. If you do not want us to do any or all of these things, please let us know as soon as possible.
We promise to keep all personal details you give us in connection with your booking confidential except as set out above. We will confirm the details we hold about you on request. We have appropriate security measures in place to protect this information.
Who is most at risk from DVT? People with a history of thrombosis, women taking an oral contraceptive pill or who are pregnant, those recently hospitalised, smokers, the obese, some patients with congestive heart failure and people with malignant disease. Dehydration may exacerbate the problem.
What can I do to reduce the risk? Exercise your feet and legs from time to time, or walk around if that is possible. Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent dehydration. See your doctor if you believe you might be particularly prone to DVT.