Booking Terms and Conditions
These Booking Conditions form the basis of your contract for all bookings of packages, accommodation only and flight only with Serendipity Tailormade Limited (company registration number 7449868) whose registered office is situated at 36 Old Jewry, London EC2R 8DD.
1.The meaning of the words used in these booking conditions
In these Booking Conditions, the following words have the following meanings (except where the context otherwise requires);-
“accommodation only” means any accommodation (of whatever type) which is arranged by us and does not form part of a package.
“arrangements” means a package and/or accommodation only, as applicable
“departure” means the commencement of your arrangements
“package(s)” means within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992.
“party leader” means the person who makes the booking
“ticket(s)” means the document which, subject to compliance with all applicable requirements, will enable you to gain access to your flight. References to a “ticket” includes an e-ticket and any equivalent document.
“telesales services” means our telephone booking reservation services
“Serendipity”, “we”, “us” and “our” means Serendipity Tailormade Limited
“website” means the website
“you”, “your” and “party members” means all persons named on the booking (including anyone who is added or substituted at a later date) or, where the context requires, any of them.
2. Making your booking
The party leader must be at least 18 and must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking. In making the booking, the party leader confirms that he/she is so authorised and that all party members agree to be bound by these booking conditions. The party leader must ensure that all information provided to us is accurate and complete and must use their own debit or credit card to make the booking. If the debit or credit card belongs to a third party, the party leader must have that person’s express authority to use it and must have confirmed this to us in writing in advance. The party leader is responsible for making all payments due to us and for passing on to all party members all information and documents provided by us.
The payments set out in clause 6 “Payment” below must be made at the time you make your booking request. Subject to the availability of all component parts of your requested arrangements and receipt by us of all applicable payments, your booking will be confirmed by the issue of a confirmation invoice. Your contract will come into existence as set out under clause 8 “Your contract”. No contract will exist before this point and we have the right to refuse to accept any booking.
Full payment as stipulated in clause 6 must be paid at the time you make your booking request. On receipt of this we will provide you with a booking reference (which you should quote at all times when corresponding with us). If we are able to confirm your booking request, we will take payment from your debit or credit card and send you a confirmation invoice. If we cannot confirm your services, we will notify you accordingly with 96 hours and any payment which has been made will be refunded. Payment of deposit does not confirm the booking until we have received confirmation from your suppliers within 96 hours of receiving your deposit payment.
To make a booking you can call our office on 0203 3974397. In the event you make a booking by calling our office these terms and conditions will apply. By calling the office based on viewing packages at www.serendipity.travel or www.luxuryhalaltravel.com on the above number, you are confirming you have read and accepted the site terms and conditions. All references to packages shown our website are bound to the site terms available to view at www.serendipity.travel
5. Your confirmation invoice / ticket / other paperwork
Please check your confirmation invoice, ticket and any other documentation you receive in relation to your booking as soon as you receive it. Please contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy in any documentation (including tickets) within 24 hours of it being sent to you. We will endeavour to rectify or arrange for the rectification of any errors notified to us outside these time limits but you will be responsible for any costs involved in doing so.
To confirm a booking a deposit is required to cover any immediate costs and is to be paid per person travelling. In addition to this, depending on the ticketing deadline of the flight component, the full airfare may have to be paid at the point of booking. Confirmation deposits can vary depending on suppliers and booking conditions. Your consultant will be able to provide further details at this juncture.
The balance of the remaining (if any) monies are to be paid on the following basis.
Departure within 8 weeks of booking : Balance to be paid 7 days after booking or 14 days prior to travel (whichever is sooner)
Departure more than 8 weeks of booking : Balance to be paid 42 days prior to departure
If we do not receive all payments due (including any surcharge where applicable) in full and on time, your booking is likely to be cancelled in accordance with clause 14.
7. Payment Method
We accept payment by:
1. Credit/debit card (Visa and Mastercard only). We do not accept payment via Solo or Electron. As a policy we do not charge extra for credit card fees on top of quoted prices (UK Credit Cards only)
2. Bank Transfer, please ask your consultant for further details.
3. We do not accept payments by cheque.
Most airlines offer only ‘e-ticketing’. If you request a paper ticket, an administration fee of £250 per ticket will be levied in addition to any applicable airline charge.
8. Your contract
When your booking is confirmed as set out in clause 2 and 3 above , a legally binding contract between you and Serendipity Tailormade Limited comes into existence. We both agree that English law (and no other) will apply to your contract and to any dispute, claim or other matter (whether or not involving personal injury) of any description which arises between us.
9. Dispatch of travel documents
Travel documents are usually ready for dispatch to you at least two weeks before departure, but cannot be released until we have received full payment in cleared funds. We recommend that all printed documents are sent via registered post/courier service, for an additional fee. If you do not want us to send via this method we will post your travel documents via first class post to the billing address of the party leader.
We do not accept responsibility for documents mislaid or lost by the Royal Mail. If your documents are lost or stolen, it will be necessary for you to complete an indemnity form. The booking terms and conditions of the relevant airline and/or supplier will govern the reissue of lost or stolen tickets. Some airlines or suppliers are prepared to issue replacement tickets immediately (but may impose a fee for this); others may require full payment again before they will reissue replacement tickets (they will then usually refund the amount paid for the original travel documents at a later date, which for some airlines can be up to 12 months). You will be responsible for paying any fees (including our administration fee), losses and/or expenses incurred in respect of the reissue of lost or stolen tickets.
10. The cost of your arrangements
Supplements/surcharges may be applicable for peak times including but not limited to bank holidays, special events and Christmas/New Year.
Despite our best efforts, errors in advertised prices and other details occasionally occur and hotel descriptions and facilities can change. We reserve the right to correct such errors and information at any time. You must check the price of your arrangements at the time of booking.
In order to guarantee the price of arrangements confirmed at the time of booking or any element of them (for example, any flight(s)), you may be required to make full payment for the arrangements/element(s) concerned at the time of booking/prior to the balance due date. If you fail to meet any such request, any increase(s) in the price will be passed on to you. However, we would like to draw your attention to the fact that it may not always be possible to guarantee the price by making payment as set out above in which case any increase(s) will be passed on as set out below.
Once the price of your arrangement(s) has been confirmed, then subject to the correction of errors we will only increase or decrease the price in the following circumstances; price increases/decreases after booking will be passed on by way of a surcharge or refund. A surcharge/refund will be payable, subject to the conditions set out in this clause, in the event of any change in our transportation costs or in dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at airports or in the exchange rates which have been used to calculate the cost of your holiday. Even in the above cases, only if any increase exceeds 2% of the total cost of your arrangements (excluding any amendment charges) will we levy a surcharge.
In the event that any surcharge is greater than 10% of the total cost of your arrangements (excluding any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges) or alternatively purchase other arrangements from us as referred to in clause 15 “Changes and Cancellation by us”.
You have 14 days from the surcharge invoice issue date to tell us if you want to cancel or purchase other arrangements. If we do not hear from you within this time, we are entitled to assume that you will pay the surcharge. Any surcharge must be paid with the balance of the cost of your arrangements or within 14 days of the surcharge invoice issue date, whichever is the later. No surcharge will be levied within 30 days of your departure. No refunds will be payable if any decrease in our costs occurs within this period either.
A refund will only be payable if any decrease in our costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of such decrease.
11. Special requests, disabilities and medical conditions
If you have any special request you must advise us at the time of booking. We regret we cannot guarantee any request will be met unless we have specifically confirmed it in writing. Confirmation that a special request has been noted is not confirmation that it will be provided. All special requests are subject to availability. Failure to meet any special request will not constitute a breach of contract.
63 days or more Total flight cost plus 35% of all other elements
relating to the booking (or the deposit
amount whichever is the greater)
62 – 42 days Total flight cost plus 50% of all other elements relating to the booking (or the deposit amount whichever is the greater)
41-34 days Total flight cost plus 70% of all other elements relating to the booking (or the deposit amount
whichever is the greater)
33 – 21 days Total flight cost plus 90% of all other elements relating to the booking (or the deposit amount whichever is the greater)
Less than 21 days 100% of total cost of booking.
If you or any member of your party has any disability or medical condition which may affect your arrangements, please provide us with full details at the time of booking so that we can advise as to the suitability of the chosen arrangements. If we/the airline/other supplier reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline the booking. In the event that full details are not given at the time of booking, we reserve the right to cancel the booking when we become aware of these details. Cancellation charges in accordance with clause 14 will apply.
Adequate travel insurance is essential. We do not provide travel insurance premiums, and advise you take out sufficient cover prior to booking. Please read your policy details carefully. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.
13. Changes by you
Should you wish to make any changes to your confirmed travel arrangements after full payment has been made, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee any such requests will be met. Where a requested change can be made, a non-refundable amendment fee of £50 per person, per component affected will be payable together with any costs or charges incurred by ourselves or incurred or imposed by any airline or supplier.
Some suppliers/airlines, special fares/costs are in some cases non-refundable as soon as they are booked. In addition some suppliers/airlines, may consider a name change or other change to an existing booking as a cancellation and rebooking with up to 100% cancellation charges payable by you. Please check at the time of booking. For flight inclusive packages, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued, you will have to pay the full cost of an alternative flight (if available) if you wish to transfer after tickets have been issued. If you require an alternative flight then we must be notified in writing not less than two days before departure upon which we shall endeavour to secure an alternative flight.
14. Cancellation by you
Should you or any member of your party need to cancel your confirmed arrangements, the party leader must immediately notify us in writing by post or email. Your notice of cancellation will only be effective when it is received by us.
The following cancellation charges* will be payable where you cancel or your booking is cancelled in accordance with these Booking Conditions (e,g. where you fail to make payment as required) except where otherwise stated. The cancellation charges set out below exclude any amendment charges. Amendment charges and insurance premiums are not refundable in the event of the person(s) to whom they apply cancelling. Please note that where an outbound portion of your flight coupon is not used, the return sector will be automatically cancelled by the airline and will be classed as void. No automatic right to any refund exists for part-used tickets. Period before departure written notification of cancellation is received by us and cancellation
*These cancellation charges apply to all bookings, except where a booking includes items or services where our suppliers’ own cancellation charges exceed those shown above. Please enquire at the time of booking as up to 100% cancellation charges may apply from the time of booking. These conditions may be amended by your travel consultant at the time of booking.
In the event of cancellation by some party members, additional charges may be payable. Any such additional charges must be paid at the time of cancellation or with the balance of the cost of the arrangements as advised.
15. Changes and cancellation by us
Arrangements are often made many months in advance. Occasionally, we, airlines and/or suppliers have to make changes to and correct errors in published and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. However, we will only cancel your confirmed booking 8 weeks or less before departure where you have failed to comply with any requirement of these Booking Conditions entitling us to cancel or where we are forced to do so as a result of circumstances outside our control or because an insufficient number of people have booked your chosen arrangements and we have notified you of this not less than 8 weeks before departure.
Most changes are minor. Occasionally, we have to make a significant change. Significant changes include the following changes when made before departure;
• a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away;
• a change of outward departure time resulting in the overall length of time you are away being reduced by twenty four hours or more. For the avoidance of doubt this does not include delays at the airport on the day of departure; or
• a change of UK departure point to one which is substantially more inconvenient for you (except between airports within or around the same city for example London Gatwick and Stansted Airports).
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-
1. accepting the changed arrangements or
2. purchasing alternative arrangements from us, of a similar standard to those originally booked if available (if the alternative is less expensive than the original arrangements, we will refund the difference but if more expensive, we will ask you to pay the difference) or
3. cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.
If we have to make a significant change or cancel after the date you have to pay the balance of the cost of your arrangements, we will pay you the compensation set out below depending on the circumstances provided we have received full payment subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or where we cancel more than 8 weeks before departure because an insufficient number of people have booked your chosen arrangements. No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these Booking Conditions entitling us to cancel (such as paying on time) or where any change is a minor one.
Period before departure a significant change or cancellation is notified to you Compensation per person
56 days or more Nil
55 to 29 days £10
28 to 14 days £20
14 days or less £30
If your booking is classified as “other holiday arrangements” we will try and tell you of any changes before you go. The procedure in the event of a “significant change” is similar to that described above, however all elements of the holiday arrangements are treated separately rather than as a total, so whilst a refund would be possible for the accommodation the flight cancellation conditions apply. There is no recourse to any compensation for charges or cancellations when booking “other holiday arrangements”.
16. Force Majeure
Except where otherwise expressly stated in these Booking Conditions, Serendipity Tailormade, airlines and other suppliers will not be liable for any change, compensation, cancellation, effect on your holiday, loss, damage or expense of any nature or description you suffer or incur or failure to perform or properly perform any contractual obligation(s) which is due to any event(s) or circumstance(s) which Serendipity Tailormade, the airline or other supplier, could not, even with all due care, foresee or avoid. Such events may include but are not limited to war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, flood, pandemics, systems failure and all similar events outside the control of the party concerned.
17. Flight information
The flight timings given on booking are for general guidance only and are subject to change. The latest flight times will be those shown on your tickets. You must accordingly check your tickets carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched.
We are not liable if there is any change to a departure or arrival time previously given to you or shown on your ticket. Please reconfirm your flights with the airline.
Please note that a flight described as “direct” will not necessarily be non-stop. Where a sector of a flight itinerary is not utilised without contacting the carrier directly, any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred.
18. Flight delay
Unfortunately, delays sometimes occur. Depending on the length of the delay and surrounding circumstances, the airline concerned should provide refreshments when and where appropriate. Serendipity Tailormade is not in a position to provide any assistance in the event of flight delay and cannot accept any liability except where expressly stated in these Booking Conditions.
19. Denied Boarding Regulations
If any flight you have booked is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline in circumstances which would entitle you to claim compensation against the airline under EC Regulation No 261/2004 – the Denied Boarding Regulations 2004, you must pursue the airline for the compensation due to you as the full amount of your entitlement to any compensation or other payment is covered by the airlines obligations under these regulations. For further information, you should contact the Air Transport Users’ Council www.auc.org.uk.
The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding.
19. Our Liability to you
A. . We promise to make sure that all services we have agreed to arrange, perform or provide as part of our contract with you are arranged, performed or provided with reasonable skill and care. We will not be responsible for any injury, illness, death, loss, damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:-
1. the act(s) or omission(s) of the person(s) affected or any member(s) of their party; or,
2. the act(s) or omission(s) of a third party not connected with the provision of your holiday which we could have predicted or avoided; or,
3. force majeure as defined in clause 16 above.
NB.Please note, we cannot accept responsibility for any services which do not form part of our contract; for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you.
C.The promises we make to you about the services we have agreed to arrange, perform or provide as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question have been properly performed or provided. If the particular services which give rise to a claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.
D.Where any claim or part of a claim relates to any transport (including the process of getting on/off the transport) provided by any air, sea, rail or road carrier or any stay in an hotel, the maximum we will have to pay you in respect of that claim or that part of a claim if we are found liable to you on any basis is the maximum which would be payable by the carrier or hotelier concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, Athens Convention for international travel by sea, Warsaw Convention as amended or unamended 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 Berne Convention for international travel by rail). Where the carrier or hotelier would not be obliged to make any payment to you under the international convention or regulation in respect of a claim or part of a claim, we are similarly 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 or hotelier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available on request.
F. Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.
21. Halal Friendly Holidays
Every care is taken to ensure your holiday is as halal friendly as reasonably possible. “Halal Friendly” is defined as providing Muslim friendly services where available, and advising preferred halal services in final destinations. When on an escorted tour and halal services are not available, for example halal food, a suitable alternative will be suggested i.e. vegetarian or seafood. Serendipity Tailormade do not take responsibility for any activities or services provided by hotels or local companies used as part of your holiday which are beyond our control. For example these can include private events, change in room configuration, substituted products or change in services without notice. When travelling on FIT or non-escorted basis, some hotels and services may provide halal and non-halal products to cater to a variety of guests. In non-muslim countries there may be limited halal options for Muslim guests. Your sales consultant will provide details on the halal friendly options for destinations chosen prior to travel in terms of food, room type, location and prayer facilities. Clients are to be aware of cultural sensitivities in non-muslim destinations.
In the unlikely event that you have any reason to complain about any arrangements whilst away, you must immediately inform the airline or supplier of the service(s) in question. This must be confirmed in writing to the airline/supplier as soon as possible. If the complaint cannot be resolved to your satisfaction, you should contact us on 0203 397 4397 (9am-5.30pm Monday to Friday) or e-mail firstname.lastname@example.org as soon as possible. We will do our best to assist. If you remain dissatisfied, you must write to Serendipity Tailormade, 1a Local Board Road, Watford, WD17 2JP within 14 days of the end of your arrangements giving your booking reference and full details of your complaint. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
23. Passports, visas and health requirements
It is your responsibility to ensure that you are in possession of all necessary and up-to-date travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation and/or provide personal details as may be required. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
Those passengers with a non- British passport must check passport and visa requirements with the Embassy or Consulate of the countries to or through which you are intending to travel. For European holidays you should obtain a completed and issued form EHIC prior to departure.
All passengers flying to or via the USA must have machine-readable passports. Airlines operating to the US are required to obtain certain information from passengers prior to the departure of the flight from the UK. Other destinations may also require this information.
You should take up-to-date health advice about the health precautions you will need to take prior to departure. Information on health is contained in the Department of Health’s leaflet (Health Advice for Travellers) which can be obtained by telephoning 0800 555 777. Further information can be obtained by visiting www.hpa.org.uk. . The Foreign and Commonwealth Office publishes regularly updated travel information on its website www.fco.gov.uk. We recommend you consult this website before booking and in good time before departure.
24. Conditions of suppliers
The services which make up your arrangements are provided by independent suppliers whose terms and conditions will apply. These terms and conditions may limit or exclude the supplier’s liability to you. Copies of the relevant terms and conditions are available on request from ourselves or the supplier concerned.
It is your responsibility to ensure that you and all members of your party do not behave in a way which is inappropriate or causes danger, distress, offence or damage to our staff and others or which risks damage to property belonging to others (including but not limited to air rage). If, in our reasonable opinion or that of our suppliers, your behaviour is inappropriate and causes danger, distress, offence, or damage to others, or risks damage to property belonging to others, we and/or our agents and/or our suppliers (e.g. including representatives on their behalf such as hotel managers, airline pilots) may take appropriate action in order to ensure the safety and comfort of our customers and their property and that of our agents and suppliers, including terminating your arrangements, in which case our and our agents’ and suppliers’ responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur necessarily as a result of such termination.
26. Your Financial Protection
“Your 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.”