Terms and Conditions
Your booking contract with Citrus Vacations Ltd, the travel company making your travel arrangements, confirms that you are aged 18 or over and that you have read and fully accept these booking conditions, which are devised for the protection of all parties.
Confirming your booking
Your booking will initially be confirmed by email, along with a copy of our booking conditions. Once in receipt of this, you must confirm that you accept our booking conditions. The booking conditions will contain payment deadlines. If you fail to meet these deadlines, we reserve the right to cancel your booking and will inform you of this. Bookings should be paid either by:
• Payment with debit/credit card over the telephone
• Direct payment online to Citrus Vacations bank account.
Immediate payments:Immediate payment may be required by suppliers in certain circumstances to secure your booking. These occasions will always be advised to you before booking and stated in your confirmation email. Individual cancellation terms will always be stated. Such circumstances may include:
• Peak-season flight bookings.
• Some peak-season accommodation bookings (e.g. Christmas / New Year) or last-minute bookings.
Other payments: Other payments are required as follows:
• Upon receipt of booking confirmation email/letter, 30 per cent of total cost payable within seven days.
• Not less than eight weeks before departure, 100 per cent of cost payable.
Late payments or bouncing cheques will be liable, at our discretion, to an administrative charge and risk cancellation. Credit-card payments are subject to an additional charge of 2.5 per cent. This contributes to our credit-card costs. There are no charges for the use of debit cards. There will be no additional postage fees, booking fees or other hidden charges.
Cancellation by us
We reserve the right to cancel your holiday because of unforeseen circumstances. In this event we will return all money paid by you and, wherever possible, offer an alternative holiday of comparable type and quality for your consideration. We cannot be held liable for any incidental expenses that you may incur during arrangements for a holiday that is subsequently cancelled by us.
Cancellation by you
In event of cancellation, in whole or part, we voluntarily return all recoverable costs. We reserve the right to levy additional administrative costs of up to five per cent of total booking cost. We do not normally refund for early checkouts or no-shows. Any other cancellation charges (including transport, entrance fees etc) are determined on a case-by-case basis, whether provided directly or indirectly by us. Any individual wishing to cancel a booking with Citrus Vacations Ltd,must immediately notify their travel consultant by email, quoting their reference number. The cancellation is timed from when we contact the supplier on your behalf and a delay is normal outside normal working hours. In the event of a group cancellation (by the tour leader), we will hold each individual equally liable for cancellation costs.
Immediate payments: Any booking where an immediate payment was required will be clearly itemized on the booking confirmation email, as will any relevant individual cancellation terms. These will provide the basis for a refund.
Other payments: For all other payments, total cancellation charges on your booking will not exceed the following maximum levels.
• After payment of deposit, up to 100 per cent of deposit.
• Less than eight weeks before departure, up to 50 per cent of booking cost. Less than four weeks before departure, up to 100 per cent of booking cost. You should check whether your travel insurance policy covers you for refunds.
Information provided by you
All information provided by you should be true and accurate. We will treat it confidentially and not forward it to any third party. We do not spam or supply mailing lists. We have a strict anti-fraud policy and take responsible steps to protect personal information such as credit card details in accordance with our privacy statement.
Information provided by us
Citrus Vacations Ltd does not guarantee that all information available is free from errors or omissions but we will use all reasonable endeavours to correct any errors or omissions once notified of them.
Itineraries made by us
All efforts will be made to provide your exact itinerary. Citrus Vacations Ltd reserves the right, however, in unavoidable or overriding circumstances, to make adjustments. All efforts will be made to ensure that these adjustments are in line with the original itinerary and you will be informed as soon as possible. If exceptional circumstances demand an emergency change of accommodation while you are on holiday, we will refund you appropriately if the replacement hotel is cheaper.
Itinerary changes made by you
Citrus Vacations Ltd aims to be flexible at all times. Once an itinerary is finalised, requests for changes to a group or individual itinerary will be considered, but they cannot be guaranteed and may, under certain circumstances, incur an additional premium.
Any complaints must be pursued as soon as possible with our local team. If matters are not satisfactorily resolved, you must notify Citrus Vacations Ltd within 24 hours by e-mail.
When you receive your flight tickets, you must check the times carefully. Minor adjustments to flight times may be made by the airline after the issue of our confirmation invoice. We do not accept responsibility for such occurrences.
We cannot accept responsibility for force majeure, defined in these booking conditions as any specific event which we, as the supplier of the services, could not reasonably have foreseen, influenced or avoided. These include war, or threat of war, riots, civil strife, terrorism, contamination, extreme or unusual weather conditions, industrial disputes, changes to sports itineraries, natural and nuclear disasters, fire, flight cancellations or rescheduling by airlines or any similar event beyond our control.
All our clients, without exception, must possess valid travel insurance, and details of the policy must be stated before travel. Individuals must ensure that this travel insurance offers acceptable cover for the type of holiday undertaken.
All travelers are strongly advised to check with their own medical advisers at least three months before travel on recommended inoculations, the need for malaria tablets, and to take other medical advice where their own health record suggests it is necessary.
Breach of contract
We will only accept liability for incidents that arise as a direct result of our proven negligence, or that of our suppliers, in respect of arrangements forming part of your holiday itinerary, in cases where all your holiday accommodation and transfers are arranged by us for the entire extent of your stay. This applies to illness, injury and/or death.
Personal loss, illness and injury
Should you, or any member of your group, suffer loss (such as baggage or valuables), serious illness, personal injury or death during your holiday, we, or our team, will provide advice and guidance in conjunction with your personal travel insurance policy.
We guarantee that your holiday will not be subjected to surcharges, except where our costs rise because of flight levies, such as fuel surcharges. No surcharges will be levied less than 30 days before departure. In the event of surcharges, you have the right to cancel, with a full refund, as long as you exercise this right in writing within 14 days of the date on the surcharge letter.