GENERAL TERMS & CONDITIONS

The following terms have the meanings set out below when used in these booking conditions:

US, our team, Visit London : refers to Visit London Limited. Registered in England. Company number 10691411. Registered office: 2a Redcross Way, Redcross Way, London, United Kingdom, SE1 9HR.

Tour, visit : refers to all tours, taxi journeys or guided tours booked on our website www.visitezlondresentaxi.com or directly by you or by any other persons with power of attorney, as indicated in our quotation.

Force majeure : refers to any unusual and/or unforeseen circumstances beyond the control of Visit London, the consequences of which could not have been avoided even if all precautions had been taken, including (but not limited to) war or threat of war; riot; civil war; hostilities; political unrest; government action; industrial disputes; natural or other disasters; nuclear incidents; terrorist activity; weather conditions; airport closures; fire; flooding; drought; rescheduling or cancellation of flights or changes to the airline or other type of aircraft by an airline; and technical problems related to transport and all similar events beyond our control.

Changes important : includes the following when made prior to departure:
a. A change to accommodation of a lower official classification for all or a significant part of your Tour,
b. A change to the itinerary for a Tour due to traffic, road closures, attraction closures or events.

Forfait : means a package as defined in the Package Travel Regulations 1992.

Third parties, freelancers, suppliers : refers to independent third parties not affiliated with Visit London that provide accommodation, theatre tickets, transport, food and other tourism-related services not included in a tour.

These booking conditions apply to all Tours and govern your relationship with Visit London. Please read them carefully before making a booking. The English version of these booking conditions and any notices or other documents relating to these conditions shall prevail if there is any conflict with a translation of these booking conditions into French.

1. Your travel contract
When a booking is made, the ‘lead name’ on the booking warrants that he or she has the authority to accept and does accept on behalf of the party the terms of these booking conditions. After receiving your booking and all appropriate payments, if the arrangements you wish to book are available, we will issue a confirmation invoice. A legally binding agreement will exist between us when we dispatch this invoice to the main name. This contract is governed by English law and the jurisdiction of the English courts. However, you may choose the law and jurisdiction of Scotland or Northern Ireland if you reside in either of these jurisdictions.
It is important to check the details on your invoice when you receive it to ensure that all details are exactly as you requested. If there are any discrepancies, please contact us immediately as it may not be possible to make changes or corrections later.
Once you have made your booking, any changes to the booking or your Tour (which is subject to clause 8 below) will be subject to these Booking Conditions, which will apply to that change from the time the change is confirmed.

These booking conditions also apply to all members of your party named in the booking. When the ‘lead name’ on the booking is booking on behalf of others, it is your responsibility to ensure that these booking conditions are brought to their attention and that they are familiar with them. We are entitled to assume that all members of your group have read these booking conditions. Any reference to ‘you’ or ‘your’ is deemed to include all persons named on the booking.
Only we, the ‘lead name’ on the booking and any other persons in your party whose names appear on the booking shall be entitled to enforce these booking conditions.
The lead name making and paying for the booking must be at least 18 years of age.

2. Website accuracy
Although Visit London makes every effort to ensure the accuracy of the information on the website and prices, unfortunately, errors do occasionally occur. You should therefore ensure that you check the price and all other details of your chosen arrangements with us at the time of booking.

3. Passports, visas, health requirements and travel documents
It is your responsibility to ensure that you have all the necessary travel and health documents before departure and to ensure that you meet the entry requirements for the United Kingdom. A valid passport is required to travel to the United Kingdom (including children) and visas (transit, business, tourist or other) may be required depending on the passport you hold. Requirements may change and the time it takes to obtain the appropriate passports and visas will vary. It is your responsibility to check the validity of your travel documents and you must make any passport and/or visa applications before your departure. Visit London accepts no responsibility if you or a member of your group is refused entry to the United Kingdom due to not having a passport, visa and/or other travel document required by an airline, authority or country of transit.

4. Health requirements
You should consult your doctor for current recommendations and information on vaccinations or immunisations before travelling to the UK or any country you will visit or pass through during your trip. It is your responsibility to ensure that you are fit to travel and meet all health entry requirements, obtain any recommended vaccinations, take any recommended medication and follow all medical advice before you travel. We recommend that you take documentation of your vaccinations with you when you travel, as this may be required to enter the United Kingdom. Visit London will not be responsible if you are refused entry to the United Kingdom or transit because you cannot prove that you have received all the required vaccinations or that you do not meet the health requirements of the United Kingdom or any transit destination.

5. Insurance
We consider adequate travel insurance to be essential and strongly advise you and all members of your group to obtain it before departure for the entire duration of your booked trip. It is your responsibility to ensure that the insurance policy you purchase is suitable, covers your needs (including, but not limited to, health requirements and car hire conditions) and is adequate for your travel needs and arrangements. Please read it and take it with you on your visit.

6. Your financial protection
The 1992 Package Travel Regulations require us to ensure the security of the money you pay for the package tours booked on our website and for your repatriation in the event of insolvency. We provide this security through insurance/money saved and placed in a separate account received by you.

7. Pay for your tour

In order to confirm your arrangements, you must pay the full price of the Tour you have chosen before starting the Tour, and this will be confirmed at the time of booking. If we do not receive the full amount due on time, we reserve the right to treat your booking as cancelled by you, in which case the cancellation fees set out in clause 11 will become payable.

We accept payment by PayPal, via our website www.visitezlondresentaxi.com, or by bank transfer to the account indicated on our invoice.
The date of your visit will only be secured once we have received full payment.

8. The fee for your visit
Visit London endeavours to ensure that the most recent and correct prices are displayed on our website. Visit London reserves the right to increase or decrease its prices at any time. Occasionally, an incorrect price may be displayed due to an error. When Visit London becomes aware of such an error, we will endeavour to inform you at the time of booking (if we are aware of the error at that time) or as soon as possible thereafter. We reserve the right to cancel the booking if you do not wish to accept the price actually applicable to the Tour.

9. Price changes
For Packages, changes in fees (including, but not limited to, transport fees, fuel fees, taxes, exchange rates) and services mean that the price of your Tour may change after you book. However, there will be no change to the cost of your Tour within 30 days of departure.

10. If you change your booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements, we will do our utmost to accommodate these changes, but this is not always possible. Any requests for changes must be made by the “lead name” on the booking. You will be required to pay any additional costs incurred in making the change. In cases where the administration fees charged by our suppliers are higher, we reserve the right to pass these costs on to you.
You are permitted (under the Regulations) to transfer names of persons if a person named on a booking is unable to travel due to illness, death of a close relative, jury service or other important reason. Subject to receipt of satisfactory proof of such reason, we will, at our discretion, accept the transfer of the named person’s booking to another person, who will be subject to additional charges payable to a third-party supplier. We will notify you of these charges at the time of your request. Any changes to the persons named on the booking are conditional upon the replacement person accepting these booking conditions and otherwise meeting all conditions applicable to the package. Requests for name changes within 48 hours of the departure date cannot be guaranteed. If you request to change all names on a booking, this will be considered a cancellation and a new booking, and full cancellation fees will apply.

Note: Some arrangements cannot be changed after confirmation, and any changes may result in cancellation fees of up to 100% of that portion of the arrangements. In some cases, changes may require you to pay for the cancelled arrangements and purchase new ones at cost.

11. If you cancel your visit
You, or any member of your group, may cancel your travel arrangements at any time. Written notification by post, fax or email from the “lead name” on the booking must be received at our offices. As we incur costs to cancel your travel arrangements, you will be required to pay the applicable cancellation fees set out in the table below.
Note: If the reason for your cancellation is covered by the terms of your insurance policy, you may be able to recover these costs from your insurance company.

Plus de 30 jours : remboursement complet (moins les frais de 25 £ ou 5% des frais voyage si au-dessus de £ 500).

8-29 jours : 50%

0-7 jours : 100%

Our cancellation fees are a percentage of the total cost of the tour. These fees are based on how many days before your departure we receive your cancellation notice, not when your correspondence was sent to us. Please note that change fees are non-refundable. For insurance premiums, you must refer to your insurance provider’s cancellation policy.
Please note that in the event of cancellation after receipt of documents, no refund will be made unless the unused tickets are returned to us. Please note that if only some members of your group cancel, in addition to incurring the applicable cancellation fees, we will recalculate the cost of the tour for the other travellers. You may be required to pay additional room charges such as single room supplements.
* In cases where the cancellation fees charged by our third-party suppliers are higher than the cost of the tour, we may pass on the fees to you. Please ask for more details if necessary and we will inform you of the specific fees applicable to your booking.
After departure, no refunds will be made for partially used stages of your tour (e.g. unused part of a tour or following early departure). You will be charged 100% of the price of all stages used.
All change or cancellation fees become payable by you upon confirmation of the change or cancellation.

Note: Some arrangements cannot be cancelled after confirmation, and any cancellation may result in cancellation fees of up to 100% of that portion of the arrangements.

12. If we change or cancel your visit
We begin planning the arrangements we offer several months in advance and reserve the right to make changes and correct errors in the Tour details before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings at any time. For example, if the minimum number of customers required for a particular travel package is not reached, we may have to cancel it.

Most changes are minor, but occasionally we may have to make a ‘major change’. If we have to make a major change or cancel, we will let you know as soon as possible and, if there is time before departure, we will offer you the following options:
You can either:
• accept the changed arrangements, or
• purchase alternative arrangements from us, of a similar standard to those originally booked if available (if the alternative chosen is cheaper than the original, we will refund you the difference, but if it is more expensive, we will ask you to pay the difference) or
• cancel, in which case you will receive a full and prompt refund of all sums paid to us.
However, we will not cancel your confirmed booking 12 weeks or less before departure, except for reasons of ‘Force Majeure’ (as explained above) or failure on your part to make full payment on time.
Due to the unpredictability of Force Majeure events, we shall not be liable for changes before departure or during the Tour which, in our opinion, are necessary to protect your safety. In such cases, we shall offer you suitable alternative arrangements or, if you do not travel, we shall refund the sums you have paid us, but we shall not pay you any compensation.
In all cases, except where the major change occurs for reasons of force majeure and subject to the exceptions below, we will pay you the following compensation, as set out below:

These scales are based on the number of days before your excursion booking, departure date, we notify you of a major change.

More than 84 days : £0
29-84 days : £25.00
15-28 days : £35.00
7-14 days : £40.00
Less than 7 days : £50.00

Please note that the above payments are per full-fare passenger (excluding infants). For children charged at a reduced rate, compensation will be paid on a pro rata basis of the adult fare.
We will not pay you any compensation and the above options will not be available if we make a minor change or cancel your incomplete payment on time. Unfortunately, we cannot pay for any expenses, costs or losses incurred by you as a result of any changes or cancellations.
We will not pay you any compensation if we make a major change or cancel more than 12 weeks before departure, or in the event of force majeure.
Very rarely, we may be forced by Force Majeure to change or terminate your arrangements after departure. If this situation occurs, we regret that we cannot make any refunds (unless we obtain them from our suppliers), pay you compensation or cover any costs or expenses you incur.

13. Behaviour and Road Safety
When you book a tour with Visit London, you agree to be responsible for ensuring that you and your group behave appropriately during your visit. Please follow your guide’s instructions carefully, especially when crossing the road or getting out of taxis, as the traffic system is different from that on the continent. If we or any other person in authority or any third party service provider reasonably believes that you or a member of your party is acting in a manner that causes or may cause danger or threat to any other person or damage to property, we shall be entitled to terminate the Tour of the person(s) concerned with immediate effect. When you book a tour with Visit London, you agree to be responsible for ensuring that you and your group behave appropriately during your visit. Please follow your guide’s instructions carefully, especially when crossing the road or getting out of taxis, as the traffic system is different from that on the continent. If we or any other person in authority or any third party service provider reasonably believes that you or a member of your party is acting in a manner that causes or may cause danger or threat to any other person or damage to property, we shall be entitled to terminate the Tour of the person(s) concerned with immediate effect.

You should be aware that certain independent third parties may authorise or charge your payment card upon check-in as a deposit for additional charges such as room service, telephone calls or other hotel services, or for any damage or incidents occurring during your stay. Some suppliers may require a cash deposit upon arrival for guests who do not have a payment card. The amount authorised or charged may vary significantly depending on the supplier and/or destination. It is your responsibility to ensure that sufficient funds or credit are available to cover the amount required by the supplier. Visit London is not responsible for the transaction of the amount of any deposit required and if you have any questions, you should contact the supplier prior to departure.

14. In case of a complaint
In the unlikely event that you have cause for complaint or encounter any problems during your visit, you must immediately inform our representative and the supplier of the service(s) concerned and complete a report form during your stay. Most problems or complaints can be resolved during your absence, however if this is not the case, please call us on 0044 (0) 7941381016 or email davidrouland@hotmail.com or write to: 2A Redcross Way London SE1 9HR UK within 28 days of your return from the United Kingdom, giving your booking reference and full details of your complaint and any other relevant information. Please keep your letter concise. This will help us to quickly identify your concerns and speed up our response.
If this procedure is not followed, we will not have the opportunity to investigate and rectify your complaint.

15. What happens to the complaints?
For online bookings, you can also access the European Commission’s Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. Any unresolved complaints registered via this platform will be referred to an approved ADR provider in the United Kingdom.

16. Our responsibility to you

(1) Regarding the packages
We promise that your tour arrangements will be made, carried out or provided with professionalism and care. This means that we will accept responsibility if, for example, you suffer death or personal injury, or if your contractual arrangements are not provided as promised or prove to be inadequate because we, our employees, agents or suppliers have failed to exercise reasonable care in making your arrangements. In addition, we will be liable for what our employees, agents and suppliers do or fail to do if they were acting within the scope of their employment or carrying out work that we had asked them to do.

(2) As regards other arrangements
We undertake to act professionally in the performance of our contractual obligations, subject to and in accordance with these Booking Conditions. Our contractual obligations consist of using our skill and diligence in making your booking and arranging your accommodation/taxi tours and transfers/entertainment, as well as our skill and care in selecting our third-party suppliers.

(3) Regarding parcels and other arrangements
We shall not be liable for any injury, illness, death, loss, damage, expense, cost or other claim of any nature whatsoever arising from:
• The acts and/or omission(s) of the person(s) concerned 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 arrangements and which were unforeseeable or unavoidable, or
• “Force Majeure” as defined above.

(4) Unless otherwise specified in these terms and conditions
We will not accept any liability beyond that imposed by the Package Travel Regulations 1992. It is your responsibility to prove that you have not exercised reasonable skill and care if you wish to make a claim against us.

(5) We limit the maximum amount we may have to pay you for any claim you may make against us as follows:
• The maximum amount we will pay you if we are found liable for the loss and/or damage of your luggage or personal effects (including money) is £50 per person affected, unless a lower limitation applies to your claim.
• For all other claims not involving death or personal injury, the maximum amount we will have to pay you if we are found liable is three times the price (excluding insurance premiums and change fees) paid by or on behalf of the affected person(s) in total, unless a lower limitation applies to your claim. This maximum amount will only be payable if you have not received any benefit from your trip.

(6) When a claim or part of a claim (including those involving death or personal injury) relates to or is based on travel arrangements (including transport and/or removal from the relevant transport) provided by a rail or road carrier or any hotel stay, the maximum amount of compensation we will have to pay you will be limited. The maximum amount we will have to pay you for this claim or part of a claim if we are found liable to you on any basis is the maximum amount that the carrier or hotelier concerned would have to pay under the international convention or regulation that applies to the (e.g. the Montreal Convention as amended for international air travel and/or for airlines with an operating licence issued by an EU country, the EU Regulation on air carrier liability for domestic and international air travel), the Athens Convention for international sea travel). If a carrier or hotel is not required to pay you under the Convention or applicable international regulations with respect to a claim or part of a claim, we will not be required to pay you for that claim or part of the claim. When making any payment, we are entitled to deduct any amount you have received or are entitled to receive from the carrier or hotelier for the claim or part of the claim in question. Copies of the applicable international conventions and regulations are available upon request. In all cases where the carrier is liable to you under the Denied Boarding Compensation Regulation, any liability we may have to you under our contract with you arising from the same facts is limited to the remedies provided for in the Regulation: if (for this purpose only) we were a carrier; Any sums you receive from the carrier will be deducted from any amount owed by us.

17. Excursions / activities / local events
We accept no responsibility for services or activities that are not part of our Tours. For example, any excursions you have booked during your trip, or any services or activities that your hotel or other supplier undertakes to provide. Excursions, activities or other events that you may choose to book or pay for through our concierge service or while you are on holiday (‘Local Events’) are not part of your package holiday provided by us and these booking conditions do not apply. For any Local Event, your contract will be with the provider of that Local Event and not with us. We are not responsible for providing access to any Local Event or any activity provided by a third party in connection with that event. Please note that this position also includes all dangerous activities.
The services and facilities included in your Tour will be considered to have been provided with skill and care if they comply with applicable local regulations or, if there are no applicable local regulations, if they are reasonable in relation to prevailing local standards.

18. Data protection / privacy
In order to process your booking and meet your requirements, we need to pass on your personal data to the providers of your travel arrangements. We also wish to retain your information (including any email address) when we collect it for our marketing purposes (e.g. to inform you of promotional offers/competitions or to send you our brochure). If you do not wish to receive such communications in the future, please let us know as soon as possible. For more information about our privacy and data protection policy, as well as an explanation of how your personal data will be used by us, please refer to our privacy policy.

19. Special requests and medical issues
If you wish to make a special request, you must do so at the time of booking. We will endeavour to pass on any reasonable requests to the relevant supplier, but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation, or has been passed on to the supplier, does not constitute a confirmation that the request will be met. Failure to comply with any special request shall not constitute a breach of contract on our part unless the request has been specifically confirmed.
We are happy to advise and assist you in choosing a suitable Tour. As some facilities may lack facilities such as wheelchair ramps, lifts, etc., it is important that you notify us of any disabilities and special requirements at the time of booking to ensure that the Tour meets your specific needs. If we reasonably believe that we are unable to adequately meet the specific needs of the person(s) concerned, we will not confirm the booking or, if full details are not provided at the time of booking, we will cancel once we become aware of these details. For assistance, please call our customer service department on 0044 (0) 7941381016.