Booking Terms and Conditions
Terms and Conditions for All Bookings Confirmed From 1 April 2015
All bookings made by Travel Butlers are subject to the following booking conditions, which are governed by English Law and under the jurisdiction of the English Courts:
- Quoted Prices
- Financial Protection
- Payment Methods
- Tourism Levy
- Car Hire
- Our Commitment to You
- Your Responsibilities
- Complaints & Problems
Travel Butlers will quote prices in GBP Sterling (GBP), South African Rand (ZAR), US Dollars (USD), or Euro (EUR) as appropriate.
Payment is accepted in all of the above currencies.
Once a booking is confirmed by either a deposit or full balance payment, the price is fixed in the stated currency.
Although Travel Butlers will endeavour to keep all rates published on this website as accurate as possible, any price quoted may be subject to alteration at any time and without notice due to unforeseen supplier increases.
Prices are fixed at the time your booking is confirmed, and should a price increase come into effect after you have paid either the full balance or a deposit to secure your bookings, Travel Butlers undertake not to pass this increase on. If the price increase happens before you have paid to secure your bookings, Travel Butlers reserve the right to amend prices accordingly. This does not apply to surcharges for fuels and airport tax which are covered under Clause 8 (Surcharges).
A non-refundable deposit of 20% is normally required, but in certain circumstances Travel Butlers reserve the right to ask for a higher deposit or payment in full (please see section regarding Cancellation Fees below). The deposit must be paid by the date stipulated.
We may require payment in full at the time of booking for any flights booked on your behalf by Travel Butlers. Flights are normally booked at the lowest available cost and do not allow for cancellations or changes under the airlines standard terms - please request flexible flights when making your reservations if you think you might need to change your flight arrangements.
The balance owing must be paid no less than 60 days prior to the date of the first service booked, and the balance is payable in the same currency as the deposit was paid in.
For reservations made within 60 days of the first service booked, payment in full is required upon confirmation.
If either the deposit payment or the balance payment are not made within the due time, Travel Butlers reserve the right to make changes to the services booked, or to cancel any reservations made on your behalf.
Travel Butlers Limited are a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with ''The Package Travel, Package Tours Regulations 1992'' all passengers booking package holidays with Travel Butlers Limited are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation document.
If you book arrangements other than a package holiday from Travel Butlers Limited (e.g. accommodation only with no transport arrangements), the financial protection under ATOL and the insurance policies referred to below do not apply. Most credit card companies offer purchase protection if you pay for travel services with a credit card, and you should check this with your credit card company.
3.1 ATOL Protected Holidays
The air holiday packages on this website are ATOL protected by the Civil Aviation Authority. Our ATOL number is 10245, and you can confirm our ATOL Certificate on the CAA website.
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.
3.2 Other Package Holidays Booked From 1st April 2015
All packages confirmed from 1st April 2015 that are not protected by the ATOL scheme are protected by a an insurance policy under-written by CBL Insurance Europe Limited.
In accordance with ''The Package Travel, Package Tours Regulations 1992'' an insurance policy has been arranged by MGA Cover Services Limited under a binding authority with the insurer CBL Insurance Europe Limited, to protect customers’ prepayments in the unlikely event of our financial failure and paid in respect of:
- non-flight inclusive packages commencing and returning to the UK
- the ground handling aspects of packages where the customer is responsible for arranging travel to the destination, and
- flight inclusive packages that commence outside of the UK, and which are sold to customers outside of the UK.
Passengers covered by this policy are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Travel Butlers Limited.This insurance has been arranged with MGA Cover Services Limited (registered address Farren House The Street, Farren Court Cowfold West Sussex RH 13 8BP, company registration: 08444204 authorized and regulated by the Financial Conduct Authority registration number 597536) under a binding authority with the insurer CBL Insurance Europe Limited (registered address 2nd Floor 13-17 Dawson Street Dublin 2 Ireland, who are authorized and regulated by the Financial Conduct Authority registration number 203120)
In the unlikely event of Insolvency you must Inform MGA Cover Services Limited immediately on +44 (0) 20 3540 4422. Please ensure you retain your booking confirmation form as evidence of cover and value.
Policy exclusions: This policy will not cover any monies paid back to you by your Travel Insurance or any losses which are recoverable under another insurance or bond.
Full details of the policy can be seen here.
Travel Butlers Ltd are also members of SATSA (the South African equivalent of ABTA) and are covered by its bonding scheme which offers financial compensation to customers in the event of a company going out of business. Our SATSA membership number is 1339, and you can read more about SATSA and its bonding scheme on the SATSA website.
Travel Butlers accept payment in GBP Sterling (GBP), US Dollars (USD), Euros (EUR), and South Africa Rand (ZAR).
Payment can be made as follows:
By credit card (MasterCard, Visa or Amex) in GBP via our secure online server or over the phone
By Mastercard or Visa in USD, EUR or ZAR via our secure online server or over the phone.
By Visa Debit card in GBP, USD, EUR or ZAR via our secure online server or over the phone.
By UK-issued Maestro card in GBP.
By bank transfer in GBP, USD, EUR or ZAR (details on request).
By personal cheque in GBP Sterling only (please allow time for the cheque to clear).
Please note that the price of your holiday and the payment currency is set when the booking is initially confirmed, and this cannot be changed subsequently.
We regret that for some short notice bookings and deposits we may not be able to accept payment by bank transfer or cheque due to the time it takes the funds to clear into our account.
Travel Butlers do not charge for processing payments made by credit or debit card.
The accommodation reserves the right to add an additional 1% Tourism Levy onto your final bill.
Once your accommodation has been booked, any amendments (such as a change of date, length of stay, etc) should be taken up with Travel Butlers in the first instance, either by email or by telephone.
Flights are normally booked at the lowest available cost and do not allow for cancellations or changes under the airlines standard terms - please request flexible flights when making your reservations if you think you might need to change your flight arrangements.
Any reduction in the number of nights or the number of people travelling will qualify as a cancellation, and that part of the accommodation being cancelled is subject to the cancellation terms given below.
Travel Butlers reserve the right to levy a £20 charge per amendment.
If you decide to cancel your bookings, please notify us by email at once. Upon written cancellation, we will issue a refund of the money paid to Travel Butlers, less a percentage of the value of the bookings (the cancellation fee). The cancellation fee is calculated in accordance with the table below.
61 days or more days prior to travel - 20% of the full value of the bookings being cancelled
31 to 60 days prior to travel - 40% of the full value of the bookings being cancelled
- 30 days or fewer prior to travel - 100% of the full value of the bookings being cancelled
Please note: Flights are payable in full at the time of booking and are non-refundable unless otherwise stated.
Some special offers and services may require a higher deposit or payment in full at the time of booking, and these are usually non-refundable in case of cancellation unless you are notified otherwise.
If the reason for your cancellation is covered under the terms of your personal travel insurance, you may be able to reclaim these charges from your insurer.
Travel Butlers reserve the right to cancel any accommodation booking, flight, or other travel service as a result of war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions or other circumstances amounting to force majeure. Should this happen, Travel Butlers will be unable to refund any payments made.
All airlines and transfer companies reserve the right to levy additional or increased fuel charges or airport taxes after a booking has been confirmed. Should this happen, you will be liable for them, and as such Travel Butlers will invoice you accordingly, for immediate payment.Travel Butlers will only pass on a surcharge if costs increase as a result of
In the event that any accommodation, flight, or travel service that we have booked on your behalf becomes unavailable for any reason whatsoever, Travel Butlers will undertake to provide an alternative of the same standard, location and cost price.
It is your personal responsibility to ensure that you have all the necessary travel documentation in your possession including a full and valid passport with sufficient blank pages for entry/exit stamps, any necessary visas, any required medical certificates, any vaccinations and inoculations, any airline or car hire tickets or vouchers and the like, and adequate travel insurance.
For your information, we include a summary at the end of each itinerary document of the current Visa/travel requirements plus medical advice for each country included in your proposed trip. Travel Butlers make every effort to ensure that the information given here is correct and accurate, but the onus still remains with the traveller to verify the information with their local High Commission or Embassy.
All airlines require the first name and surname of each passenger as stated in their passports. After air tickets have been issued, amendments will either incur a penalty charge or depending on the airline may not be allowed. It is your responsibility to ensure that the correct details are supplied to Travel Butlers before any flights are confirmed.
Travel Butlers will not be responsible or liable for any consequence of any nature arising from your failure to comply with such requirements.
All accommodation is booked under the express conditions that Travel Butlers shall not be liable for or responsible to any person or entity for any death, injury, accident, loss or damage caused, or alleged to be have been caused, directly or indirectly, as a result of their staying in a guest house, hotel or lodge, or travel to and from a guest house, hotel or lodge.
Whilst staying in any accommodation, you are asked to respect the wishes of your hosts. Your hosts shall be entitled to charge you direct should any damage to their property occur whilst you are with them.
If you have a problem or complaint with any of the accommodation that is booked through Travel Butlers, please inform Travel Butlers immediately, either by telephone or by email, and we will investigate and endeavour to advise, assist or resolve the matter as quickly as possible.
If you do not inform us within 28 days of any incident, Travel Butlers may not be able to offer assistance.