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True-Egypt Terms and Conditions

True-Egypt Holidays Booking Conditions

TRUE-EGYPT HOLIDAYS BOOKING CONDITIONS PLEASE READ THIS CAREFULLY BEFORE YOU BOOK YOUR HOLIDAY.

1. YOUR CONTRACT IS WITH True-Egypt Limited of Sycamore House, 7 Rylands Mews, Leighton Buzzard, Bedfordshire, LU7 1SP a company registered in England under number 844444.

2. YOUR HOLIDAY CONTRACT
You can book a holiday with us by contacting us directly. Once we know what you want and have checked availability, we will tell you the up to date price of your chosen holiday. Before a booking is confirmed we reserve the right to increase or decrease prices or to change any of the information contained in the website. If you confirm you wish to proceed and pay the deposit we will give you a booking reference number. At that point a contract will exist. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. The contract between us is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. We will send you a confirmation invoice once you have booked. Please check the details on the invoice carefully and contact us immediately if there is any discrepancy. You are advised to take a copy of the invoice on holiday.

3. YOUR FINANCIAL PROTECTION ATOL Licence No 9309 issued by the Civil Aviation Authority. This provides you protection in the event of our insolvency. For further information visit the UK ATOL website at www.atol.org.uk.

4. YOUR HOLIDAY PRICE Prices can go up or down. You will be told the up to date price before you book. When you make your booking you must pay a non refundable deposit £150 per person or any higher deposit which applies to your holiday. The balance of the price of your travel arrangements must be paid at least 10 weeks before your departure date. If you book within 10 weeks of departure you must pay in full at the time of booking. If the deposit and/or balance is not paid in time, we may cancel your travel arrangements, and you will have to pay the cancellation charges as set out in section 6 below, Payment: Payment made directly to TruEgypt Holidays may be by all major credit cards and debit cards. Insurance: You must have insurance cover for your holiday that is adequate for your needs and provides a 24 hour emergency and repatriation service. You will need to supply your insurance details and policy number, we advise you to study the terms carefully to ensure it is suitable. Surcharges: The price of your travel arrangements can be varied due to changes in transportation costs such as fuel, scheduled airfares and any other airline cost changes which are part of the contract between airlines (and their agents) and the tour operator. Also government action such as changes in VAT or any other government imposed changes and currency changes in relation to an exchange rate variation may result in a change. In the case of any small variation, an amount equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges, will be absorbed or retained. For larger variations this 2% will still be absorbed for increases but not retained from refunds. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you may cancel your travel arrangements and receive a full refund of all monies paid. You should do this by informing us, or sending us a recorded delivery letter. We will only accept a cancellation from the lead name which appears on the confirmation invoice. Whether you cancel or not you will also be entitled, on the terms set out in respect of major changes in paragraph 7 below, to accept an offer of alternative travel arrangements from us if we are able to do so and compensation as set out below. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. We will not surcharge you within 30 days of departure. The price of your travel arrangements was calculated using exchange rates quoted in the "Financial Times Guide to World Currencies".

5. IF YOU CHANGE YOUR BOOKING If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our best to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of £40 per booking and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. If you are unable to travel because of circumstances which we consider reasonable (for example, illness, jury service, redundancy or the death or serious illness of a close family member) we may permit you to transfer your booking to another person provided all other arrangements are the same and our suppliers (e.g. airlines, hotels) are prepared to accept the transfer. A request to transfer must be in writing and accompanied by documentary proof and must be received by us in reasonable time before the departure date. A transfer will be subject to an administration charge of £40 per booking plus payment of any extra costs charged by suppliers. Until the holiday is paid for, both you and the person who takes your place are responsible for paying for it. Once the transfer has been made, the person taking over the agreement will be bound by these conditions.

6. IF YOU CANCEL YOUR HOLIDAY You may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. If one member of your party cancels, an additional under-occupancy supplement may be payable by other members. Please note that this supplement is not a cancellation. If you cancel your holiday outside of 10 weeks you will lose deposits paid, under 10 weeks but before three weeks you will lose 70% from departure date to three weeks you will lose 100%. Letters need to be sent by recorded delivery. Cancellation charges are calculated from the date when we receive your cancellation letter. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance company.

7. IF WE CHANGE OR CANCEL YOUR HOLIDAY It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 10 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause. Please note that carriers such as the airline mentioned in the website may be subject to change. Such a change is deemed to be a minor change. Other examples of minor changes include alteration to the time of your outward/return flights by less than 12 hours, changes to aircraft type, or change of accommodation to another of the same standard. If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. The compensation that we offer does not exclude you from claiming more if you are entitled to do so. Force Majeure: This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war or threat of war, riot, industrial dispute, terrorist activity and its consequences, civil unrest, closure of ports and airports, natural or nuclear disaster, fire, epidemic or adverse weather conditions.

8. IF YOU HAVE A COMPLAINT If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our resort representative immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at TruEgypt LTD, Sycamore House, 7 Rylands Mews, Leighton Buzzard, Bedfordshire, LU7 1SP giving your booking reference and all other relevant information. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly suggested that you communicate any complaint to the supplier of the services in question as well as to our representative without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on holiday and this may affect your rights under this contract.

9. YOUR RESPONSIBILITY We want all of our customers to have an enjoyable holiday. Please remember that all clients are responsible for their own actions and the affect they may have on others. If we (or another person in authority) reasonably believe a customer's behaviour is disruptive or affects others or is threatening or abusive or is likely to damage property, we may end their holiday. This could mean they are prevented from using their accommodation or using the transport we have arranged. If this happens we will not pay compensation or meet any expenses incurred as a result.

10. DATA PROTECTION We comply with the requirement of the data protection policy. However to process your booking certain information must be passed on to our third-party suppliers, some of whom are outside European Economic Area (EEA) controls.

IMPORTANT INFORMATION
Website descriptions The descriptions of destinations in this website have been compiled following inspection by our ourselves and have been checked to ensure they are accurate. However, changes may occur. There may be occasions, particularly in low season, when facilities may be withdrawn by accommodation owners or proprietors of other services. You will appreciate that in order to maintain high standards, hotels must maintain and improve their facilities; for example, pools must be cleaned, a restaurant may be closed for redecoration, air-conditioning and heating systems need to be maintained. Weather conditions or lack of support may necessitate the withdrawal of some facilities and services. Such changes are beyond our control. Every reasonable effort will be made by us to advise you if any facility is not available but we are unfortunately unable to guarantee that all facilities will be available to you during your stay. If you feel that any of the facilities mentioned in our brochure are vital to the enjoyment of your holiday, then you must write to us immediately and we will inform you of the latest known situation. Public Holidays and religious festivals may also affect the availability of resort and hotel facilities. The relevant National Tourist Office can provide details of such events and further information regarding your chosen holiday destination.
Special requests Please inform us of any special requests, such as ground-floor rooms, double beds or dietary requirements (there may be a limited choice of menu in some destinations) when you make your booking. Although we will endeavour to meet special requests we depend on our suppliers and we cannot guarantee that your requirement will be met. Unfortunately we cannot accept any booking that is conditional upon a special request being met.

 VACATION OF ROOMS
In accordance with international practice, rooms should be vacated between 10.00 - 12.00 on the morning of the last full day of your holiday.
If your flight is delayed, for whatever reason, (for example, air-traffic problems, technical faults with aircraft, or inclement weather conditions) which may delay your arrival at your holiday accommodation this may still be classed as your first night. Luggage storage and bathroom facilities, where possible, will usually be made available to you. Sometimes hotels may be able to allow you to keep your room but they are entitled to make a charge if they wish. Any such charge should be paid directly to the accommodation provider.

ROOMS
Most rooms booked have twin beds. Customers who request double beds should state this at the time of booking. Single rooms are limited in number and may be less favourable in standard and position than other rooms in the hotel. We are happy to ask hoteliers to provide an extra bed (camp/sofa bed) for a third or fourth person sharing in a twin room but customers may find an extra bed less comfortable and floor space and drawer/cupboard space cramped under these circumstances. As balconies and terraces vary in size, they may or may not contain a table and chairs. Whilst every effort will be made to accommodate such requests unfortunately they cannot be guaranteed.

SOLE OCCUPANCY
Where no sole occupancy supplement is shown, it is still possible that a room for sole occupancy may be available on request.

RESORT DEVELOPMENT
Building works and noise are almost unavoidable in certain developing destinations and work may be taking place in or adjacent to your own accommodation. Unfortunately, such developments are not under our control, nor do we always receive advance notice when they will begin. We cannot accept liability for any inconvenience, discomfort or annoyance arising from such works which are beyond our control. However, when we are aware of any building works which may reasonably be considered to adversely affect your enjoyment, we will notify you as soon as possible. If necessary we will offer you the opportunity to transfer to an alternative holiday or cancel the holiday without penalty.

REPRESENTATIVES
Our representatives will be available to offer advice and assistance during your holiday, or an emergency phone number will be provided.
Hotel descriptions
Our descriptions represent an evaluation by True-Egypt which attempts to reflect the style and atmosphere of the hotel. Since the views expressed are subjective, it is appreciated that not everyone will agree with them, and they should be read in this light. We cannot undertake to provide the same rooms as may be shown in the photographs in the website.

HOTEL CLASSIFICATION
Star ratings in this website are generally official classifications decided by the countries concerned. There is no international system of classification, so star ratings are not comparable between countries; indeed, standards and styles may differ between hotels of the same classification in the same country. If you are in any doubt as to the suitability of a particular hotel for your own requirements, please contact us for advice. Official ratings may on occasions reflect the facilities rather than the quality of an hotel, and we may indicate this by including a True-Egypt rating.

HOTEL FACILITIES
Not all listed facilities are free of charge, and where possible this has been indicated in our website. However, facilities such as watersports, tennis courts, fitness centres, entertainment etc. are usually under the control of the hotel management and are subject to availability and charged at the hotel's discretion. Please ask the hotel reception for applicable charges for facilities prior to use. Some facilities may only be available at certain times of the year, for example air-conditioning and pool heating are not usually on year round, and dates and times when they are available can vary according to weather factors and seasonal demand.
It should be noted that the English channels available through satellite or cable TV may be limited. From time to time some hotels host conferences or special events, which may mean that some facilities will not be available. These are at the hoteliers' discretion and we are not given any prior notification when such events will be held.

CHILDREN’S CLUBS, BABY-SITTING AND CHILD-MINDING
Our hotels now offer children facilities and children's clubs. All the staff hold relevant qualifications and hold insurance. Children’s Clubs featured in our website are under the control of the hotels management and we do not accept any responsibility for the health, safety or welfare of any child who is placed in the care of any of the above, and Parents should satisfy themselves in relation to such facilities.

DRESS CODE
Some hotels do have dress codes. Shorts and beachwear may not be acceptable in the main restaurant, and a jacket and tie may be required.

DISABLED CLIENTS
True-Egypt is not a specialist in providing holidays for disabled customers or those with special needs but we are happy to give advice about the suitability of particular properties for disabled, aged or infirmed clients or those with any special requirements. To help us ensure the holiday is suitable for your needs we ask that you give us in writing details of your disability and specific requirements. If you have a serious medical condition or disability, we recommend that you seek advice from your GP.

PASSPORTS AND HEALTH
Before travelling, all passengers must be in possession of a valid passport and this is your responsibility. Some countries require passports to be valid for a certain period after arriving in or leaving that country. If you need to apply for a passport or renew an existing one you need to do so well in advance of travel (allow at least 12 weeks before departure). If you are a citizen of an EU Member State, or hold a Commonwealth or non UK passport, visa requirements may differ. In all cases with regard to passports and visas we strongly urge you to contact the consulate of the country you will be visiting to obtain the most up-to-date information before making your booking with us. The name on the passport must match the name on the ticket otherwise you may not be able to travel and insurance may be invalid. If someone in your party changes the name in their passport after the booking is made, you must tell us immediately so we can issue the ticket in the new name. If you have received your ticket with the wrong spelling you must contact us immediately to issue a new one. An amendment fee may be applicable. We will do our best to inform passengers of the latest regulations in respect of health formalities, but must emphasise that it is their responsibility to ensure that these are complied with. Regulations may change so it is wise to consult your doctor or tour operator.

HEALTH AND SAFETY
It is important to remember that safety and hygiene standards in some foreign countries, particularly developing destinations, are generally much lower than those taken for granted at home, and rarely match UK standards which are amongst the highest in the world.
The hotels we feature should meet local health and safety regulations, however we recommend that you familiarize yourself with the hotels safety regulations and care should be taken to minimize the risk of holiday sickness. Heat and humidity aboard, combined with alcohol and different foods, can cause minor upsets.

DOCUMENTATION
You will receive all the relevant documents you require for your holiday, which will include your accommodation, and any other applicable vouchers.

PLEASE CHECK ALL YOUR FINAL DOCUMENTATION
It is possible that there are slight flight detail changes. If timings have been changed by less than 1 hour we may not advise you prior to issuing tickets. It is important you check that all necessary documents are included and any omissions should be notified immediately.