Terms & Conditions

These terms and conditions, together with our Privacy Policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with The Retreat & Travel Co. Ltd., a company registered in England with company number 15506103 and registered office address of 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM (“we”, “us”, “our”, “The Retreat & Travel Co.”). The Retreat & Travel Co. Ltd is an affiliate of Fora Travel.

Please read them carefully as they set out our respective rights and obligations. In these Conditions references to “you” and “your” and ‘customer’ include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

he/she has read these Terms & Conditions and has the authority to and does agree to be bound by them; and
he/she is legally authorized to act on behalf of all persons named in the group whom he/she represents and accept these Terms and Conditions on their behalf, and (c) the information supplied by you is true and correct.
he/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
he/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and
he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Our Responsibilities

The Retreat & Travel Co. Ltd. act as an agent to clients wishing to book travel arrangements provided by separate, ABTA-bonded third-party tour operators or suppliers of travel services (“Supplier/Principal”). The Retreat & Travel Co. Ltd. does not operate, control, or otherwise provide the services of the independent travel suppliers. Hence, the customer agrees that The Retreat & Travel Co. Ltd. acts only as an agent for the customer in acquiring travel arrangements for the customers’ benefit. The Retreat & Travel Co. Ltd. shall never be held responsible for any loss, accident, injury, delay, defect, omission, or irregularity that may occur or be occasioned, whether by reason of any accident, negligence, closing or default of any independent company or person engaged in or responsible for carrying out any of the arrangements or otherwise in connection therewith. It is strongly recommended that customers purchase a comprehensive insurance policy.

Your Contract With The Supplier/Principal

We act as a booking agent to help clients arrange holiday products or packages through ABTA-bonded third-party tour operators, suppliers/principals. When making your booking, you enter into a contract with the applicable Supplier/Principal (e.g. tour operator/cruise company/accommodation company) of the travel arrangements or third party packages, as specified on your booking confirmation.

As an agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the services provided by them. Your booking through us as an agent is subject to the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and you are advised to read them carefully prior to booking. We accept no responsibility for any information about the travel arrangements that we pass on to you in good faith.

Making a booking

To make a booking with the applicable Supplier/Principal where we are acting as agent, you must:

confirm acceptance of your Itinerary and Quote, or price provided by the supplier in writing;
accept these Terms & Conditions;
pay a deposit or full payment of the arrangements or guarantee with a credit card where required directly with the supplier and according to their terms and conditions.

Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you a booking confirmation on their behalf.

Booking and Paying for your arrangements via Credit Card Payments

For products and services purchased through our Supplier/Principal where we are acting as an agent, payments will be made directly with the supplier using your provided form of payment American Express, MasterCard, Visa or Discover. The Retreat & Travel Co. Ltd. never acts nor operates as the merchant of record. Any credit card payment on behalf of the customer to the supplier will in each case constitute a payment of (part of) the price by you for the relevant product or service in final settlement of such (partial) due and payable price and you cannot reclaim such paid money from The Retreat & Travel Co. Ltd.

While our travel suppliers do accept major credit cards including Visa, Mastercard, American Express and Discover, customers must provide to us a click or signed authorization for every transaction for your trip. Your authorization is an agreement for us instructing the supplier to charge your card and an acknowledgment and agreement to these terms and conditions including the cancellation terms. As such you agree not to make any improper chargebacks.

In cases where you might need to dispute charges with credit card companies (“chargebacks”), before initiating a chargeback, we ask you first to call us to discuss any questions or concerns about the relevant supplier charges. We will work with you in attempting to resolve your concerns.

Supplier Quotes and Pricing

Availability and price quotes are applicable at the date and time at which they are requested and cannot be guaranteed until payment or credit card is used to hold the booking. The Retreat & Travel Co. Ltd will ensure customers receive quotes, deadlines, deposit, refund, and cancellation details within a timely manner to make financially prudent travel decisions.

Upon booking, we will provide you with instructions of payments and all due dates. You must make all payments in full and on time according to the supplier terms and conditions. Failure to make a payment may result in the cancellation of your travel. In such a case this would be considered a cancellation by you and the cancellation terms.

All confirmation documents will be sent to the lead person via email, unless agreed otherwise.

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details may incur additional charges. Please ensure that the names given to us for your booking are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant Supplier/Principal of your arrangements necessary for the provision of your arrangements. The information may only be provided to public authorities such as customs or immigration if required by them, or as required by law.

Accuracy

We endeavour to ensure that all the information and prices are accurate as at the time we receive them from the supplier, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances according to the supplier terms and conditions. You must check the current price and all other details relating to the travel arrangements that you wish to book, before you make your booking.

Cancellation Fees

Supplier policies regarding cancellation fees will be relayed in your trip proposal. We are not responsible for a supplier’s failure to pay a refund or for supplier bankruptcy or insolvency. Suppliers reserve the right to increase prices to cover increased costs, fuel surcharges, tariffs, and taxes, and to reflect fluctuations in foreign exchange markets.

If the reason for cancellation is covered under the terms of your comprehensive insurance policy, you may be able to reclaim these charges, for this reason, we strongly encourage the purchase of a comprehensive travel insurance policy including additional cancellation for any reason coverage.

Customer Refunds

Customers understand that travel components are refundable only based on individual supplier policy and you will be informed with those details at the time when the rates are shared before confirming your booking.

Customers understand that in any event where refunds may be due to them post cancellation, The Retreat & Travel Co. Ltd, as your travel advisor/agent, will assist the customer with receiving a refund from the supplier; but shall not be held liable in any form for unpaid supplier refunds.

Customers understand that supplier prices change constantly. The Retreat & Travel Co. LTD assumes no responsibility if the price drops after travel arrangements have been confirmed.

Travel Insurance

Adequate travel insurance is a condition of your contract with us or the Supplier/Principal. In any event, we strongly advise that you take out a comprehensive policy of insurance to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; medical requirements; and other expenses, from the point of booking until the completion of your trip. If you choose to travel without adequate insurance cover, neither we nor the Supplier/Principal will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

The Retreat & Travel Co. Ltd. is not qualified to answer technical questions about the benefits, exclusions, and conditions of travel insurance plans. The Retreat & Travel Co. Ltd.. cannot evaluate the adequacy of the prospective insured’s existing insurance coverage. If you have any questions about your travel protection, call your insurer or insurance agent or broker.

Certain countries have a requirement for foreign visitors to have valid medical insurance on entry. The Retreat & Travel Co. Ltd. cannot be held responsible for denied entry if a customer is unable to provide details to authorities of insurance or denial of entry for any reason. Declining to purchase a comprehensive insurance policy could result in the loss of your travel cost and/or require more money to correct the situation. You also acknowledge that without this coverage, there may be no way to recoup any losses, costs or expenses incurred. If you choose to travel without adequate coverage, we will not be liable for any of your losses however arising, for which trip protection plan coverage would otherwise have been available.

Events Beyond Our Control

Except where otherwise expressly stated in these conditions, we (or the Supplier/Principal, where we are acting as an Agent) will not be liable or pay you compensation if our contractual obligations to you are affected by events beyond our control. For the purpose of these conditions, this means any event beyond ours, the Supplier/Principal or our/their supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, epidemics or pandemics (including the ongoing effects of Covid-19) or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including any port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events our or the supplier(s) concerned’s control.

Special Requests

Any special requests must be stated to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us (or the Supplier/Principal, where we are acting as an Agent) to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your booking confirmation or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.‍

Disabilities & Medical Problems

We will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your trip, please provide us (or the Supplier/Principal where we are acting as Agent) with full details before your booking is confirmed so that we can try to advise you as to the suitability of your chosen travel arrangements. We or the Supplier/Principal may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen holiday.

Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

Visa, Passport & Health Requirements

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up-to-date position in good time before departure.

Neither we nor the Supplier/Principal where we act as Agent, accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities.

Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 3-6 months after your return date. When it comes to vaccination and disease prevention, we suggest that travellers first review information provided by the UK Foreign Travel Advice (www.gov.uk/foreign-travel-advice) or equivalent agency in the traveler’s home country and review those details with personal physicians.

Changes & Cancellations by You

Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive confirmation from the supplier. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your arrangements. As such, these will vary and can be found on your quote or itinerary.

The Supplier/Principal may charge the cancellation or amendment charges shown in their Terms & Conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure).

Please note: some Supplier/Principals do not allow changes and therefore full cancellation charges will apply.

Conditions of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions and may set out additional cancellation terms. Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.

Changes & Cancellations by the Supplier/Principal

We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed arrangements or to cancel them. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so, the supplier is entitled to assume you wish to receive a full refund. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier but, we accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them.

Accommodation Ratings & Standards

All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.

Complaints

Because the contract for your arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them. If you have a problem with your arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint.

If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you.

If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.

Non-Responsibility

The Retreat & Travel Co. Ltd., act as a booking agent to help clients arrange holiday products or packages through ABTA-bonded third-party tour operators or suppliers. The Retreat & Travel Co. Ltd. does not own, manage, operate, supervise, or control any transportation, vehicle, airplane, hotel or restaurants, or any other entity that supplies services related to your trip. All confirmation documents are issued subject to the terms and conditions specified by each supplier, and by accepting the confirmation, or utilizing the services, all customers agree that neither The Retreat & Travel Co. Ltd., nor its employees, agents, or representatives are or may be liable for any loss, injury, or damage to any trip, customers or their belongings, or otherwise, in connection with any service supplied or not supplied resulting directly or indirectly from any occurrence beyond the control of The Retreat & Travel Co. Ltd. The Retreat & Travel Co. Ltd. assumes no responsibility or liability for any delay, change in schedule, loss, injury or damage or loss of any customer that may result from any act or omission on the part of others. The Retreat & Travel Co. Ltd. assumes no responsibility or liability for personal property; and The Retreat & Travel Co. Ltd. shall be relieved of any obligations under these terms and conditions in the event of any strike, labor dispute, act of God, or of government, fire, war, whether declared or not, terrorism, insurrection, riot, theft, pilferage, epidemic, pandemic, illness, physical injury, quarantine, medical or customs or immigration regulation, delay, or cancellation. The Retreat & Travel Co. Ltd. reserves the right to refuse any customer or potential customer at its sole discretion.

Severability

If a court or relevant authority finds part of these conditions illegal or unenforceable, the rest will continue in full force and effect. Each of the paragraphs of these terms operates separately.

Law and Jurisdiction

These conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

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Violations by You

You agree that any violation of any such Terms and Conditions may result in (a) the cancellation of your reservation or purchase, (b) your forfeiture of any deposit made for your reservation by credit card or purchase, and (c) your being denied access to the applicable travel related product or service.

Changes to these terms and conditions

The Retreat & Travel Co. Ltd. reserves the right, in our sole discretion, to change these Terms and Conditions at any time. Upon making changes, we will notify you via the email address you provide to us at booking. The current terms will apply to your booking. You must therefore be familiar with the Terms and Conditions in effect at the time you book. Your continued use of our services including continuing to use or maintain any bookings after notice of any changes to the Terms and Conditions constitutes your consent to the changes.

Last Updated: 8 February, 2025