Note: Compensation payments do not apply to changes resulting from matters totally beyond our control, such as war, riots, civil strife, terrorist activity, industrial disputes, natural and nuclear disasters, fire, adverse weather conditions, technical problems to transportation, closure or congestion of roads, ports or airports, cancellation of /changes to schedules of carriers utilised.
IF WE CANCEL YOUR HOLIDAY
We will not cancel your holiday within four weeks of departure date, other than for reasons totally beyond our control, provided that you have paid for the holiday in full. If we have to do so, you will be entitled to a full refund of any payments you have made in respect of the holiday, together with compensation as if we had applied a major change to your holiday (as set out above).
If we cancel the holiday more than four weeks before departure date, we will only be liable for any money you have paid to us at the time of cancellation.
COMPLAINTS PROCEDURE
If we cannot resolve any complaint which you may have, other than as dealt with above, you may refer the dispute to an Arbitrator appointed by the Chartered Institute of Arbitrators, provide your claim is for less than £1,500 per person or £7,500 per booking and does not involve physical injury or illness. The arbitration scheme provides for adjudication based upon documentary evidence only and represents a simple and inexpensive method of dispute resolution with a restricted client liability for costs. Any dispute must be referred to the Arbitrator within 9 months of your return from holiday.
Alternatively, you may, of course, elect to take action through the appropriate Civil Court.
RESPONSIBILITY FOR YOUR HOLIDAY
We accept responsibility for the acts and/or omissions of our employees, agents, suppliers and sub-contractors, whilst they are acting within the scope of their employment with us. We also accept responsibility for any deficiency in the service we provide. If any major part of your holiday is not provided in accordance with the details advertised, we will pay compensation as detailed in the section IF WE CHANGE YOUR HOLIDAY above.
We will not accept responsibility, however, for death, bodily injury or illness of any client, save where such is caused by the negligence of RENDEZVOUS HOLIDAYS or its agents, suppliers or sub-contractors. Where such death, injury or illness occurs whilst in the hands of air or sea carriers, the limit of our obligations shall be as laid down within the International Convention on such matters. We take no responsibility for trips, tours or excursions purchased locally at resorts.
OUR DELAY POLICY
In the event of delays of more than six hours from advertised times, we will endeavour to provide meals and/or accommodation as appropriate.
SPECIAL REQUESTS
Provided that such requests are noted on the booking form and provided more than four weeks prior to departure, we undertake to pass them on to the hotel or carrier. Under no circumstances can we guarantee that such requests will be met by the providers. No special requests can be accepted within four weeks of departure date.
OUR POLICY REGARDING LUGGAGE
RENDEZVOUS HOLIDAYS undertake to exercise all due care in the handling and transport of your luggage. In the event of any damage to, loss from or loss of luggage, it is your responsibility to report it to the driver or courier immediately and obtain a signed report from him. You must also comply with his reasonable requests about reporting losses to other carriers/the Police/other responsible agencies. We will assist you to overcome any local and immediate difficulties arising from your loss. Your claim should be addressed in the first instance to your insurers, but, if we have been in any way negligent, please address your claim to ourselves at the earliest opportunity and, at latest, within seven days of return.