• 1. Web Booking Reference: You will find this reference on the top left hand side of the Automated Booking Acknowledgement sent to you after you have made your booking. This will normally be a series of letters & numbers. You need to quote this when discussing your booking with our office prior to having received the EBP reference.
• 2. EBP Reference: You will find this reference (EBP followed by numbers) on the top right hand side of each travel document issued for you. This is now your permanent booking reference & is to be quoted whenever you call our office regarding your booking.
• 3. Airline Reference/Locator: You will find this on the upper left hand side of your E-Ticket Confirmation (series of letters and/or numbers). This needs to be supplied to the airline, in conjunction with your passports and any other supporting travel documentation, when you check-in in order to receive your boarding passes.

The reason we specify that you provide your documents to us within 24 hours of making your booking is as most airlines place a 24 hour ticketing deadline on all reservations. If we do not receive your documentation in time, we may not go ahead with ticketing thereby risking loss of the fare booked or of the holiday altogether. In cases where ticketing has not yet taken place, you will be charged a minimum cancellation fee of £50.00 if you no longer wish to continue with your booking. However, if the fare or holiday booked is an instant purchase fare and payment has already been debited to your card and ticketing has taken place, then you will be liable for 100% cancellation charges.

In other cases, we may be able to charge your card pending security clearance from your card issuing company and/or our merchant services in which case we shall go ahead and process your booking on a non-refundable status. We shall not release the travel documentation to you until your supporting documents have been received by us. If, at this stage, you decide not to comply with our requirements, you will incur cancellation charges as outlined in Section (11).

(10) WHAT IF I DON’T WANT TO SEND MY CONFIDENTIAL INFORMATION TO YOU?

We understand that the cardholder may, at times, not wish to provide a copy of the card used for payment and we would like to make the booking process as smooth as possible for you. In fact, we are doing everything in our power to protect you, the cardholder, and ourselves from online fraud. In such cases, and in the event that the passenger does not have his own card to use for payment of the holiday, we suggest the following alternative payment payment methods.

• • Via cash bank transfer to our account at any Barclays Bank.
• • In cash or via credit card, in person, at our office (in which case we shall require to see the card used for payment).
• •Via cheque payment as long as there is sufficient time for cheque clearance prior to departure date (7 working days) and as long as the fare booked is not an instant purchase fare
• • Via Draft payment.

If payment has already been made via card but the card has then failed security checks and one of the above options is selected to make a second payment, the original card payment will be refunded, less any credit card fee which remains non-refundable by the bank (as long as the payment has been cleared by your bank to us).

Please speak to one of our travel consultants to discuss any of the above options. If you decide not to send us the required information and then cancel the booking, cancellation charges as outlined in Section (11) will be applied.

Please note that airlines reserve the right to increase prices at any time and the price shown on the confirmation invoice can ONLY be guaranteed once full payment has been received and cleared by us. The payment of a deposit guarantees your place on the holiday but not the price. Our price guarantee cannot cover increases due to direct Government action eg the imposition of VAT, airline fuel surcharges or passenger levy tax.

Should any fluctuations in air, hotel, fuel or other component of your holiday occur between you paying the deposit and making the final balance – the onus will be on you to pay the difference in price. Please note that any such fluctuations will only occur should the airline/hotel or other supplier increase its prices.

• • There is no automatic right to a refund.
• • There is no refund available for a partially used holiday.
• • There is no refund available if you ‘change your mind.
• • In all other cases, you should be covered by any travel insurance cover you may have purchased.

If a passenger decides not to travel or misses his flight but does not notify us in advance of the departure date that he will not be travelling on the date booked, the airline & hotel will classify this as a ‘No Show' and will not make any refund whatsoever. Any notice of cancellation must be made, in writing, to our office advising us of the reason for cancellation and must be received & acknowledged by our office at least 72 working hours ahead of the departure date. If you have not received an acknowledgement from our office of your notice of cancellation, please contact us as a matter of urgency as this means we have not received it. Please note that some airlines & hotels will not refund in any case no matter when the cancellation is received (this is usually applicable to special promotional fares or low economy fares).

In cases where a passenger does not utilise part of a ticket and does not notify the airline, (including multi-sector tickets), the airline may cancel the remaining sectors without notice. No refund will be available in such cases.

Remember: if you don’t use the outbound flight sector and do not notify the airline of this, your return flight will be automatically cancelled by the airline as they will classify this as a ‘No Show’. Any costs incurred by you in rebooking the return flight will be borne by you as this may mean purchasing an entirely new ticket.

• • For all online bookings, booking confirmations & travel documents will be emailed and posted to your billing address. You also have the option of collecting the travel documents from our UK office.
• • If you ask us to post travel documents to an address other than your billing address, we shall require a written request of this and will require evidence of your billing address such as a recent utility bill or bank statement (no more than 3 months old). Non-compliance with our request for this information will result in the travel documents being posted to your billing address only.

Failure to provide documentation to prove your identity may result in the booking being cancelled and a cancellation fee as outlined in our Refunds & Cancellation Policy section being applied.

In the event your airline has a scheduled change and we have been properly notified by the airline in advance of your departure date, we shall notify you in one or more of the following ways:

• Email
• Telephone
• Post

In all cases, an email will be sent to you advising you of the scheduled change. In the event we do not hear from you, we shall endeavour to contact you by telephone and then post a notification of the same to your billing address which will be deemed as acceptance by you. A scheduled change of 1 hour or less may or may not be communicated by the airline in advance.

We shall do our best to minimise any inconvenience and will offer you suitable alternatives to include a change of carrier, travel dates and/or destination. In the event of any supplements payable for booking an alternative destination or extra hotel accommodation in your chosen destination or if there are supplements applicable for booking an alternative holiday, you will be liable for all costs. If there is a lower price applicable to the new holiday chosen by you, any refund will be made to you. If you choose not to accept the alternative, you will be offered a refund as per the specified options below.

(1) In the event you have booked a flight and hotel through us and do not accept the changes made by the airline and decide not to proceed with the booking, we require written notification of this cancellation and a full refund less any charge levied by the hotel for cancellation plus an administrative fee of £10.00 per person will be applied to the booking.

(2) If you have made a flight only booking and do not accept the changes made by the airline and decide not to proceed with the booking, an administration fee of £15.00 per person will be applied to the booking.

Please note that we cannot be held liable for any ancillary costs that arise as a result of any changes to your travel plans due to the scheduled change ie: changes to connecting flights, airport transfers, hotel accommodation, travel insurance, car hire or other.

It is unlikely that we shall have to a make any change to your holiday. Most changes are minor such as if we can no longer offer a facility or if we have to change your hotel accommodation to another of the same category, withdrawal of a swimming pool or other leisure facility, an alteration to a flight, train or sailing time of less than 12 hours or a change of routing or carrier. All such changes will be notified to you via email (if an email address has been provided) or by post in the event it is not an online booking.

If before your departure we have to make any major changes to your travel arrangements such as change of resort area, a change of departure or return airport, station or port (this does not apply to departure/return points within the same area), a change of accommodation if the new accommodation is of a lower category, it will only be because we are forced to do so by circumstances beyond our control. In such an event, we will inform you immediately and our objective will be to minimize your inconvenience. You will have a choice of accepting the changes, taking another available holiday of similar price or if it is of a higher value-you will have to pay the difference in price. If the alternative holiday is of a lower value-we shall refund you the difference. Should you wish to cancel altogether, you will be reimbursed all monies paid to us less any administration or other costs incurred by our company in booking each component of your holiday. Such costs will be calculated dependant upon the value of each individual holiday and will be communicated to you at the first possible instance. In such circumstances we are not liable and we shall not pay any resulting expenses or additional costs.

• A flat fee of £2.00 on all debit cards (including switch/maestro)
• 2% on all credit card payments
• 2.5% on American Express

As per the current ATOL (Civil Aviation Authority – www.caa.co.uk) regulations, a fee of £1.00 per passenger departing from the UK is applied at the time of booking.  As from 1st October 2009, this fee will be increased to £2.50 per passenger.  This complete fee goes to the CAA.  This fee may be increased again in the future without notification.  There are no exceptions to the rule.

Postage fees will be applied to any international shipment if a hard copy of the travel documents is specifically requested by the passenger.  If any documents are to be sent via UK Royal Mail Special Post or Recorded Delivery, the appropriate fee will be charged to the passenger. 

If we are required to make a change to the hotel accommodation booked for you before your departure date, you will be notified via email (if an email address has been provided) or by post in the event it is not an online booking. It will only be because we are forced to do so by circumstances beyond our control. We shall endeavour to find you alternative accommodation of a similar standard. If we fail to do so, we may offer you a lower price to reflect the lesser quality accommodation. If you decide to cancel your holiday altogether due to the lesser quality of the hotel, we shall refund you all monies paid. If you decide to cancel your holiday despite us finding you a suitable alternative of the same or higher quality, we shall refund you less our administration fee of £25.00 per room. Please note that the hotel must be of such lesser quality in terms of star rating or facilities offered.

If upon arrival at your hotel, you are dissatisfied with any aspect of the accommodation, you must immediately notify the hotel manager, owner or someone else of managerial position of the reason for your dissatisfaction. They will then do their best to rectify the situation for you. If you are still unhappy, you must report the problem to our office in London by telephone (0044 208 518 1010) or fax (0044 208 554 0202) or email (customer-care@myvacations.co.uk) within 24 hours so that we can try to solve the problem. Any further written complaints must be made in writing within 7 days of your return to the UK . We shall not be responsible for complaints not brought to our attention within 24 hours of arrival at the hotel.  In addition we will not be liable for any expense incurred by you if you do not notify us whilst in resort of your complaint and thus not following the procedures set out above. 

Should you decide to check out early from the accommodation booked for you without our prior consent, we shall not be able to refund for the unused stay.  This is because we book rooms on our contractual rates which are significantly lower in price than the published, rack rates and, therefore, carry restrictions. 

If you upgrade to a different room type whilst at the hotel, you will be liable for any upgrade costs.  If you downgrade for any reason, a refund for the unused portion will not be available for the reasons outlined above.   

All star ratings quoted by us are official classifications decided by the countries concerned. There is no international system of classification so star ratings are not comparable between countries. Indeed, standards may differ between hotels of the same classification in the same country. If you are in any doubt as to the suitability of a particular hotel for your own requirements, please contact us for advice or check directly with the hotel’s website. 

Not all listed facilities are free of charge. Facilities such as water sports, tennis courts, saunas, fitness centres, spa, entertainment etc are under the control of the hotel management and are subject to availability and charged at the hotel's discretion. Please ask hotel reception for the applicable charges of facilities prior to use. Due to weather or hygiene factors, some listed facilities may not be available at the time of your visit. Please ask our Reservations Agents prior to booking the availability of certain facilities and for the latest known situation regarding charges. If there is a particular facility or service known to be or advertised as being present at the hotel and this forms the specific reason for your visit, you must first check the validity of this with your travel consultant prior to making your booking as the facility or service may no longer be available. Such requests for specific services or facilities must be made in writing to us.  

Most hotel rooms have twin beds. Clients who request double beds should state this clearly at time of booking either by the inclusion of such requests in the ‘Special Instructions Box’ online or by calling / emailing the travel consultant.   Single rooms are limited in number and may be less favourable in standard and position than other rooms in the hotel. We are happy to ask hoteliers to provide an extra bed (camp/sofa bed) for a third or fourth person sharing in a twin. Clients are advised that they may find floor space and drawer/cupboard space cramped under these circumstances. For those clients travelling with infants, a cot may be provided without cost in most hotels. However, this is not standard and a charge may be made in advance or by the hotel upon arrival. In the event a hotel changes your room type and you are unhappy with this change, you must speak to the hotel manager who may be able to resolve the matter.  If he cannot, you must then call our London office (0044 208 518 1010) to notify us of the situation so that we may be given a chance to rectify the situation. 

Building works and noise are almost unavoidable in certain developing destinations and work may be taking place sometimes in or adjacent to your own accommodation. Unfortunately, such developments are not within our control nor do we always receive advance notice of when they will begin. We cannot accept liability for any inconvenience, discomfort or annoyance arising from such works, which are beyond our control. When we are aware of any building work that may reasonably be considered to adversely affect your enjoyment, we shall notify you as soon as possible. If necessary, we shall offer you the opportunity to transfer to an alternative hotel.

Please inform us for any special requests such as ground floor rooms, double beds, wheelchair assistance or vegetarian meals when you confirm your holiday booking. These details will be shown on your confirmation itinerary. Although we shall endeavour to meet special requests this is dependant upon our suppliers and we cannot guarantee that your requirements will be met. We cannot accept responsibility for any booking that is conditional upon a special request being met which is not guaranteed by us prior to your departure. In the event a payment is levied for a special request, this will then be on a confirmed and guaranteed basis.

We are always happy to organize holidays for people with disabilities. We are not specialists for disabled holidays but are happy to give advice about the suitability of particular places and properties for disabled, aged or infirm clients or those with any special requirements. To help us ensure that the holiday is suitable for you, we ask that you give us in writing details of your disability and your specific requirements at the airport, flight and resort.

Remember, if you cancel for a reason covered by your insurance policy you should process your claim through your insurer directly. Also remember, whilst we do not impose strict conditions on our clients as to purchasing insurance through our Company, we do strongly recommend that you purchase your own independent travel and/or wedding insurance with suitable cover for your specific purposes based on your age/medical condition etc.  In the event of a claim, we are happy to provide a cancellation invoice to your insurers. 

Though the vast majority of flights, trains and ships leave on time, delays do occasionally occur. These are completely beyond our control. Please refer to your own travel insurance cover regarding any applicable compensation. In some instances where the delay is in excess of a particular specified period, the airline/train/ship company will pay compensation directly to the passenger which may include overnight accommodation and/or meal vouchers.

Every time you use or cause access to any of our web sites, you agree to be bound by our Terms & Conditions, and as amended from time to time with or without notice to you. In addition, if you are using a particular service on or through this web site, you will be subject to any rules or guidelines applicable to those services and they shall be incorporated by reference into these Terms & Conditions.

Our web site and services are provided to you on and through our web site on an "AS IS" basis. You agree that the owners of this web site exclusively reserve the right and may, at any time and without notice and any liability to you, modify or discontinue this web site and its services or delete the data you provide, whether temporarily or permanently. We shall have no responsibility or liability for the timeliness, deletion, failure to store, inaccuracy, or improper delivery of any data or information. From time to time the website may not display any information due to server errors, whilst every effort is made to minimise the web sites down time, we accept no responsibility or liability for these periods of interruption.

Prices shown on the web are special web offers and promotions. If you call to book these offers over the telephone or in person, you will be asked to pay a minimum supplement of £10 per person.

Any online bookings made with a fraudulent, non-existent credit/debit card or where the payment is not authorised by the bank will be subject to a minimum cancellation fee of £50.00 per person to a maximum of 100% depending upon how far the booking has been processed. This will be charged to your credit/debit card or pursued through a local debt collection firm or via the courts.   Please also note that all IP addresses are traced and recorded at the time of booking. 

When you buy an ATOL protected air holiday package and/or flights from MY VACATIONS (ATOL licence 5092), you will receive an automated Booking Acknowledgement from us confirming your arrangements. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk . The price of our air holiday packages includes the amount of £1 per person (to be increased to £2.50 per person as from 1st October 2009) as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. Please ask us to confirm what protection may apply to your booking.

In the event we receive a chargeback from your card provider, we shall first contact you to verify the reason for your chargeback. Should we not be able to reach a satisfactory conclusion, we shall proceed to defend this and provide all details held by us (including your personal card details, billing address, email ID, telephone contact, passport information) to the card provider as requested. In some cases, we may need to involve the police if we suspect fraudulent activity. For successfully defended chargebacks, we shall invoice you for an administrative fee of £50.00 which needs to be paid within 7 working days. Should you fail to pay this fee, we shall instruct a local debt recovery team to collect on our behalf.

Most travel documents are delivered via email. In some cases where a paper document is required for travel, a postage charge of around £5.00 (UK Special Post) will be made. If delivery by courier is required, the appropriate charge will be applied. It is your responsibility to check and ensure that all details on your final travel documentation is correct & valid. You must alert us immediately if you find any discrepancies. The costs of any changes necessitated by errors made by you in the making of the booking will be borne by you. Any errors made by us will be rectified by us at our own cost. If you are not happy with the changes made as a result of own error, an alternative or full refund will be offered to you.

We accept no responsibility for and shall not be liable in respect of any loss, damage or alteration, delay or changes arising from unusual and unforeseeable, circumstances beyond our control such as war or threat of war, civil action, industrial dispute including air traffic control disputes, terrorist activity, natural disaster, fire or adverse weather conditions, technical problems with transport, closure or congestion of airports or ports, cancellations of schedules by airlines. You can check the current position of any country by calling the Foreign and commonwealth Office's Travel Advice Unit on 0870 606 0290.

In the event of official warnings issued by the Foreign Office and/or airlines advising passengers not to fly to any specific destination, we shall act in accordance with guidelines issued by the airlines in question at the time. Options offered by airlines may include rescheduling for another date, credit note, transfer to an alternative destination or full refund less any administrative charges levied.

Your contract with us is based on these booking conditions, which are governed by English Law and English Courts. All bookings are accepted by Acetrip Limited subject to these conditions and there are also separate conditions, laws and regulations, which apply to the transport, accommodation and other parts of the holiday by which both you and ourselves are bound.

If you have made an online booking by entering valid payment details but have not received an automated booking acknowledgment due to a system crash or other technical fault, please call our office immediately.  Please refrain from making a duplicate booking as you will be charged twice.  In such instances, the second booking will be cancelled and a cancellation charge of at least £25.00* per person will be applied and any refunds will be made less this administrative charge & any credit card charge made for the second booking.   If you cancel completely, Section 11 will apply. 

*In the event both bookings are processed to ticketing stage due to instant purchase fares policy, a refund may not be possible and you will be liable to pay 100% costs on both bookings.