Terms & Conditions

The following conditions, together with the information set out in the relevant itinerary descriptions form the basis of your contract with us. In these booking conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and "lead name" means the person who makes the booking.

Independent style of travel

Eastravel’s Independent Travel brochures and accompanying independent Travel Tariffs are intended only as a collection or digest of holiday ideas to enable travellers to design their own Individual Itineraries. Hoteliers and transportation contractors reserve the right to revise or amend their facilities and services and we cannot be held responsible for such changes, nor are we expected to give any refunds. You must be aware that in developing areas standards of accommodation and medical facilities are limited and are not what you would expect in Europe. Our recommendations for a particular hotel or activity will be based on your specific request and this does not imply that it conforms to any health and safety standards or inspections by us. Travel is at your own risk and Eastravel will not be held responsible for any accident to you or your property.

Where, as a result of force majeure we are obliged to change or end your holiday after departure, but before the end of your holiday (which we must reserve the right to do), we will not pay compensation or refunds (unless and to the extent that any refunds are obtained from suppliers) or reimburse you for expenses incurred.

Our suppliers (such as airlines, accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider's or other supplier's liability to you. These can vary from country to country, and company to company and will be advised in the event that any client may wish to consider cancelling their arrangements. In addition, clients are legally bound by the contract made between themselves and Eastravel Ltd when instructing an individual Itinerary to be organised.

Making a booking

When you or your travel agent wish to book a trip, you must complete our booking form and pay a deposit of either £250 per person or 10% of the total holiday cost, whichever is the greater, or any higher deposit which applies to your holiday. Additional deposits may be required for departures over Christmas and other periods as may be detailed. Certain airfares have to be ticketed at the time of booking and are non-refundable. Full details will be advised at the time of booking. If any of these variations to our standard terms apply to your trip you will be informed at the time of booking and your booking will not be accepted until such time as those terms or conditions have been accepted. The person signing the booking form signs on behalf of all persons on the form. When you sign the booking form you guarantee that you have the authority to accept and confirm your acceptance on behalf of all persons listed in the booking form.

Your Holiday Price

Before you make a booking we will give you the price of your holiday, including the cost of any peak season supplements, fuel surcharges, upgrades or additional facilities which you have requested. Flight prices quoted are based on current taxes and prevailing airline fuel surcharges at the time of making the booking. In order to secure these prices, flights must be paid in full at the time of making the booking. If you choose not to pay for them in full at the time of making the booking, we are not liable for subsequent increases in taxes or fuel surcharges imposed by Government bodies or airlines.

Paying for your holiday

After your booking is taken and a deposit is received, a confirmation invoice will be sent to you detailing the total cost due. Full payment must be received on the date as set out in the invoice. If you do not pay in full on the agreed date, we reserve the right to treat your booking as cancelled by you in which case the amount you have paid at the time of booking will be forfeited by way of cancellation charges.

Travel information and Documents

After booking, you will receive an invoice with any important information relevant to the destination you are visiting. We strongly recommend that you check the details and read the information. Approximately 14 to 21 days before departure you will receive your flight/ e-ticket together with an itinerary. Please ensure that you check the flight timings on your tickets carefully. The correct timings, using the 24-hour clock system, may have been adjusted since you received your invoice.

Changes to your holiday

If you wish to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge of £50 per amendment, and payment of any further costs incurred as a result of the change. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the airfare. It may sometimes be necessary to change elements of your trip due to Force Majeure. Including acts of God (such as flooding, volcanic eruptions). In these circumstances, Eastravel will endeavour to amend your itinerary accordingly. However, any services missed will not be refunded and unused elements of an individual travel itinerary will not have any residual value.

Cancelling your holiday

If you wish to cancel the holiday the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24 hours by the lead name. Cancellation will take effect from the working day we receive your notification provided that written confirmation of any telephone cancellation is received by us within 24 hours of the original notification...

Standard cancellation charges:

71 days or more Deposit only

70-50 days 60%

49-0 days 100%

You are strongly advised to buy cancellation insurance as soon as the booking is made to protect your deposit. Cancellation policies vary as it is dependent on various elements of your booking and in some instances may be non-refundable once booked and paid. Initial deposits, intermediate payments, or full payments for flights will be treated as ‘the deposit’. Should one or more member(s) of a party cancel, it may increase the per-person holiday price of those still travelling.

Locally booked excursions/activities

Whilst you are away on holiday you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by Eastravel. If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not form part of your contracted holiday arrangements with us. The contract will be subject to the excursion/activity provider's terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. Eastravel accepts no liability for any breach of contract or negligent act or omission of any excursion/activity provider. Some excursions/activities may contain an element of risk or require a good level of physical fitness. If in doubt, you should make direct inquiries with the local provider before deciding to buy, and check that you are covered by your travel insurance policy.

Force Majeure

We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of "force majeure". In these booking conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

Flight changes

The flight timings shown on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. We will advise you of any significant change as soon as we ourselves are informed by the airline. Eastravel will not be liable if a flight is delayed. Under EU law (Regulation 261/2004) you may have rights to compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details are available from the airline or the Air Transport Users Council (www.auc.org.uk). Reimbursement in such cases will not entitle you to a refund of your trip cost from us. In the event of a delay airlines generally provide refreshments, meals and accommodation... You may also be entitled to claim under the flight delay section of your travel insurance policy. If a flight is cancelled and the airline offers an alternative flight, Eastravel will endeavour to amend your itinerary to fit in around the new flight arrangements. However, any services missed will not be refunded and you will be responsible for the costs of any new arrangements made by us or our overseas suppliers on your behalf. As between you and any individual airlines, the airline’s standard conditions of carriage will apply. These may limit or exclude liability in accordance with relevant international conventions. Loss and delay of baggage is a regular occurrence on international airlines and Eastravel does not accept any responsibility for the value of the baggage or the consequences of its loss or delay.

Holiday insurance

This is a vital part of any holiday and it is a requirement of booking that you hold adequate travel insurance with full cancellation cover. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. Travel Insurance should include cover for your baggage, loss of money, cancellation or curtailment, personal accident, and medical expenses and costs of repatriation up to £2 million (inc. international medical emergency service and air ambulance service).

Immigration and health requirements

We can offer guidance regarding such matters as visas, vaccination certificates and passport requirements for your trip, but you are ultimately responsible for ensuring that you have the correct documentation and that you take all necessary health precautions before and during your trip. Eastravel cannot accept responsibility for any costs caused by non-compliance in this matter which may result in your being unable to travel.

If you have a complaint

Most problems can be sorted out straight away if we are aware of them. If you have cause for complaint whilst on holiday, you must bring it to the attention of our local representative and/or the supplier (eg Hotel Manager) immediately, or call the emergency contact number provided in your travel documents. They will do their best to rectify the situation. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact the way your complaint is dealt with.

Our commitment to you for your holiday arrangements

(a)We promise to make sure that the holiday arrangements we have agreed to make perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements.

(b)We will not be responsible for any injury, illness, death, loss (including loss of possessions or enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: - the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or 'force Majeure as defined above.

(c) For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you on any basis is twice the price the person affected paid for their holiday. We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday. Where enjoyment of only some days has been affected, we will refund reasonable related expenses and pay a daily sum of compensation up to £50 per day per person affected.

Subject to (b) above, if you are killed, injured or become ill during or as a result of, carriage (including the process of getting on and/or off the transport concerned) by aircraft, ship or train forming part of the holiday arrangements booked before departure from the UK and to which any international convention or regulation applies, our liability to pay compensation and/or the amount of compensation we will pay is limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question (for example, the Warsaw Convention as amended or unamended and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens Convention (as amended by the 2002 protocol with effect from 31st December 2012) for international travel by sea and COTIF, the Convention on International Travel by Rail). Where a carrier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier for the claim in question. Copies of the applicable international conventions and regulations are available from us on request.

Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment made to you by the airline or which you are entitled to claim from the airline will be deducted from this amount. If your airline does not comply with these rules you may complain to the Civil Aviation Authority on 020 7453 6888 or by e-mail to passengercomplaints@caa.co.uk or see www.caa.co.uk -Referring Your Complaint to the CAA.

Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract. In addition, regardless of any wording used by us in our brochure, on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

Operational decisions may be taken by air carriers and airports resulting in delays, diversions or rescheduling. Eastravel has no control over such decisions and is therefore unable to accept responsibility for them. Where, as a result of force majeure we are obliged to change or end your holiday after departure, but before the end of your holiday (which we must reserve the right to do), we will not pay compensation or refunds (unless and to the extent that any refunds are obtained from suppliers) or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions or for any expenses incurred. In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with the conventions referred to in (d) where applicable.

Law and Jurisdiction

All matters concerning the booking are subject to English law and the exclusive jurisdiction of English courts.

Data Protection Policy

For the purposes of the Data Protection Act 1998, we are a data controller. In order to process your booking, send you a brochure or respond to an enquiry, we need to collect personal data from you which may include information relating to any disability or medical condition you may have and any dietary restrictions which may disclose your religious beliefs. Appropriate personal data will be passed on to the relevant suppliers and any other third party who need to know it so that your holiday can be provided. The information may also be provided to government / public authorities such as customs, immigration and security services or as required by law. Other than in relation to government / public authorities, we will take appropriate steps which are intended to ensure that anyone to whom we pass your personal data for any reason agrees to keep it secure and only uses it for the purposes of providing their services. If we cannot pass on personal data, we will be unable to fulfil your booking. In making your booking, you consent to personal data being passed on to the relevant suppliers and other third parties. We take appropriate technical and organisational measures which are intended to prevent unauthorised or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data. Your personal data may be stored, used and otherwise processed within the UK and/or any other country(ies) of the European Economic Area (EEA). We may also store, use or otherwise process personal data outside the EEA. Data protection laws may not be as strong outside the EEA as they are in the EEA. We would also like to store and use your personal data for future marketing purposes unless you have told us that you do not wish us to do so. If you do not wish to receive future marketing material, please notify us by writing to the address below or by e-mail to sales@eastravel.co.uk

Financial Protection

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong."

“We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).”

“If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body if that other body has paid sums you have claimed under the ATOL scheme.”

For further information, visit the ATOL website at www.atol.org.uk.

Eastravel Limited, 79 -81 Norwich Road, Ipswich IP1 2PR, Suffolk

Company Registration number 1705540