booking hotline: 01685 816178


OUR TRADING CHARTER


Coach Holiday Terms & Conditions (2 Days Or More)

HOW AND WHEN DO I MAKE THIS CONTRACT WITH YOU?

You can make the contract in several ways. You can write to us, telephone, or book online. Whichever way you choose, the contract is made as soon as your booking is entered onto our reservation system and we issue a confirmation of booking.Your contract is with David Charles Travel Ltd. trading as Travel with Matthew Holidays. Our Trading Charter and Booking Conditions set out clearly and simply the responsibility we have to you and in turn, you have with us, when a contract is made. When you book a holiday with us, the money you pay us for the booking will be protected by a Trust Account and this complies with the Package Holiday Regulations.

YOUR BOOKING AND PAYMENT TO US!

When a booking is made, the (the person whose details are on the booking confirmation) on the booking guarantees that she or he is 18 or over and has the authority and accepts on behalf of the party the terms of these booking conditions and pays the deposit indicated in the brochure. After we receive your booking and all appropriate payments, we will send you a confirmation of booking within 7 working days. A binding agreement will then come into existence between us when your details are entered into our reservation system, this can be done via telephone, in person or on our website, please check the confirmation carefully to ensure all the information is correct as we must be notified within 7 days. You can book your holiday with us by paying a deposit for each person named on the booking, and our commitment is always conditional upon the balance being paid as below. The balance of the price of your holiday must be paid at least 8 weeks before your departure. If you book within our balance due period, you will need to pay, the total holiday cost at the time of booking. If the balance is not paid on time. we reserve the right to cancel your holiday, retain your deposit, and apply the cancellation charges set out in the paragraph below. The date of cancellation will normally be the date we receive your written confirmation that you intend to cancel or 15 days after the balance due date, whichever comes first.

BROCHURE & WEBSITE ACCURACY

Although we make every effort to ensure the accuracy of the brochure information and pricing, regrettably errors do sometimes occur. You must therefore ensure you check the price and all other details of your holiday with us at the time of booking and when you receive our confirmation. We do reserve the right to amend such mistakes.

OUR PRICING POLICY

We endeavour to ensure that the most up to date and correct prices are shown in our brochure. Occasionally, an incorrect price may be shown, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible. We reserve the right to cancel the booking if you do not wish to accept the price which is applicable to the holiday. Holiday prices include all travel, hotel accommodation and meals as specified in the holiday description and VAT payable in the UK where applicable.

IF YOU CHANGE YOUR BOOKING

After we have issued our booking confirmation we ask you to check the details carefully, we will do our best to accommodate any changes you may want to make but we cannot guarantee to do so. Any changes must be notified to us in writing and signed by the person who is the lead name of the booking. If we are able to make the changes an amendment fee of will be payable plus any difference in the selling price of the package.

CAN I TRANSFER MY BOOKING TO SOMEONE ELSE?

You can transfer your booking to someone else provided you give us reasonable notice. If you wish to make a transfer:

(a) the person you are transferring to must be able to satisfy all the conditions of the holiday.

(b) a change cannot normally be made less than seven days prior to departure.

(c) you must pay any outstanding balance payment along with an administration charge of £15 per booking for every transfer we make plus any reasonable additional costs caused by the transfer; and

(d) the person you are transferring to must agree to these booking conditions and all other terms of the contract between us.

You and the transferee remain jointly and severally liable for payment of all sums owed to us in connection with the booking. If you are unable to find a replacement, cancellation charges will apply in order to cover our estimated costs.

IF YOU NEED TO CANCEL YOUR HOLIDAY

Cancellation Before Departure:

You may cancel your holiday at any time provided the cancellation is made by the person responsible for making the booking and is communicated to us in writing via the office by the person who made your original booking. Please be advised we cannot accept cancellation notifications by telephone. You must pay cancellation charges to cover our administration costs and to compensate for the risk of us not reselling the holiday. Your cancellation will take effect from the date on which receive your written confirmation of your cancellation. Such correspondence should be sent to Travel with Matthew, 85 Victoria Street, Dowlais, Merthyr Tydfil, CF48 3RN. Period before departure is received Amount of cancellation which cancellation charge shown as a % of total package cost.

SCALE OF CANCELLATION CHARGES.

Period before departure within which written cancellation of holiday is received:-

Time Before Departure Amount

42 Days + DEPOSIT

41-36 Days 40%

35-29 Days 50%

28-14 Days 75%

14 Days – Departure 100%

Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.

Should the tour involve any entrance tickets and we need to cancel your arrangements, theatre tickets or event tickets these are strictly exchange only and no refunds are given.

WHAT HAPPENS IF YOU CHANGE MY HOLIDAY?

As we plan your holiday arrangements many months in advance, we may have to make changes or cancel your booking and we reserve the right to do so at any time.

Cancellation: We will not cancel your travel arrangements less than 7 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a travel arrangement is not reached.

Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. Should the tour involve any entrance tickets, theatre tickets or event tickets these are strictly exchange only and no refunds are given.

ALTERATIONS TO YOUR HOLIDAY BY US

We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make minor changes. We reserve the right to do this at any time. We will let you know about any important changes as soon as possible. If after booking, and before departure, we make a major change to your holiday, you will have the option of withdrawing from the holiday without penalty or transferring to another holiday without any charge. In either case, we will not pay you compensation. Certain arrangements are exchange only and these include those such as enterance events, theatre shows, theme parks or simular. If your holiday is ammended due to force majeure, you may either: - accept the new arrangements offered by us; or - accept a replacement holiday from us of equivalent or similar standard and price (at the date of the change), if we can offer you one; or - cancel your holiday with us and receive a full refund of all monies - please be advised that certain arrangements are exchange only and these include theatre shows, enterance tickets, events and theme parks. Either way, we as a company will not be liable to pay you any compensation.

IF YOU HAVE A COMPLAINT

If you have a problem during your holiday, please inform your Driver or the hotel management immediately who will endeavour to put things right. If your complaint cannot be completely resolved locally, please follow this up within 28 days of your return home by writing to Travel with Matthew, 85 Victoria Street, Dowlais, Merthyr Tydfil, CF48 3RN. Please ensure you quote your original booking reference number and all other relevant information, including the reference of the Holiday Report Form.

OUR COACHES - SEATING ARRANGEMENTS.

We will always use our reasonable endeavours to provide a coach to the specification of a Executive Coach, but reserve the right to substitute an alternative vehicle should there be unforeseen circumstances. There is a seating plan but in some cases, operational reasons may require a coach with a different configuration. We reserve the right to alter a coach seating plan and allocate seats other than those booked. When your booking is confirmed, you will be given a choice of seats that are available at that time. Requests for particular seats can be made on most packages when booking but because allocations are made on a first come, first served basis you are recommended to book early. If you know someone who may want to book later but sit near you please discuss this with the Travel Consultant at the time you make your booking.

HOTEL FACILITIES

Some hotel facilities and entertainment may be withdrawn for routine maintenance or be subject to seasonal availability and provision of the facilities cannot be guaranteed.

DELAYS.

Whilst every effort is made to adhere to the times stated in this brochure, there could be circumstances beyond our control, such as weather and traffic conditions, which may cause delays. Your travel insurance may cover you for some delays. In addition, where you are delayed for more than six hours in any one day we will seek to minimise any discomfort and where possible, arrange for refreshments and meals.

SPECIAL REQUESTS

If you require a special diet please tell us prior to booking or as soon as you are medically advised, if possible please send us a copy of the diet. We will notify the hotel(s) on your holiday but please note some hotels may not have facilities to cope with special diets and we cannot be held liable for their failure to do so. You should also detail any other requests - for example, low floor a particular room or location etc. we will pass your request to the relevant supplier but this does not necessarily mean that your request is definite. If a request can be fulfilled you may incur an extra charge, payable either to us or direct to the hotel. Please note that requests cannot be guaranteed unless we confirm on your booking confirmation that this is a guaranteed requirement.

SINGLE OCCUPANCY

Single occupancy of rooms when available may be subject to a supplementary charge and this will be advised at the time of booking. NB If you are charged a Single Room Supplement (SRS) it does not mean that your single room is of a better quality or larger in size to any other single room.

TRAVEL INSURANCE

We strongly recommend all our customers to take out travel insurance to cover medical and repatriation costs, personal injury, loss of baggage and cancellation charges. We do not offer the purchase insurance from us, but some form of travel insurance is required.

LUGGAGE

Although the vehicles we use have large luggage compartments, we need to adhere to regulations concerning the overall weight of fully laden vehicles. We therefore ask you to restrict your luggage to one case per person maximum. Weight 20kgs (44lbs). It is your responsibility to make sure that your luggage is on board the coach on which you are travelling. Please ensure that any instructions given by our driver, at any time during the holiday, concerning luggage or personal effects, are strictly adhered to. We strongly recommend you have holiday insurance, which may provide cover in case of loss or damage.

NO SMOKING POLICY

No smoking permitted on the coaches this includes E cigarettes.

PASSENGER BEHAVIOUR

We want all our customers to have a happy and carefree holiday. You are responsible for your behaviour and hygiene and the effect it may have on others. If you or any other member of your party is abusive, disruptive or behaves in a way that could cause damage or injury to others or affect their enjoyment of their holiday or which could damage property, we have the right to terminate your contract with us and we will have no further liability or obligation to you. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges. If the refusal is on your return journey, we have the right to terminate the contract with you..

TRAVEL DOCUMENTS, ITINERARIES AND PICK-UP POINTS

You are responsible for ensuring you are at the correct departure point, at the correct time and with the correct documents. We reserve the right to modify itineraries to conform with requests from competent authorities within the UK. When you have paid the balance 8 weeks before departure we will send you all the necessary labels so that you receive them in good time for your holiday. Excursions which are included in the cost of your booking are detailed on the brochure page and refunds will not be made for excursions not taken. Optional excursions booked and paid for in resort do not form part of your booking. Admission fees to buildings may not be included in the price of the holiday, please check.

PASSENGERS WITH DISABILITIES

We want to ensure the arrangements for your package are suitable and appropriate. Not all the packages in this brochure may be suitable for you and if we reasonably consider we cannot provide what is required, we will not accept the booking. Should you or a member of your party have any medical condition or disability that may affect you/their holiday or that of other passengers, you must provide full written details to us at the time of booking so that we can advise you of the suitability of the holiday. This applies whether the booking is made on-line, in person, in writing, or by telephone. If a particular issue is identified, we reserve the right to request a certificate confirming that the passenger is fit for travel and reserve the right to refuse any booking in the absence of such certificate being produced upon request. If a passenger requires personal assistance (for example but not limited to assistance with feeding/dressing/toileting/mobilising) then this passenger must travel with an able-bodied companion/carer and written confirmation that such assistance will be provided for the entirety of the holiday is required at the time of booking. Coach drivers/tour hosts are unable to offer such assistance. Whilst we make every reasonable adjustment to do so if we are unable to accommodate the needs of a passenger or believe that the medical condition or disability of a passenger is likely to adversely affect other passengers, we reserve the right to decline the booking. We also reserve the right to cancel any holiday and impose cancellation charges if we are not fully advised of any relevant disability, or medical condition at the time the booking is made and subsequently decide that we are unable to accommodate this passenger. This applies whether we advise that we are unable to accommodate a passenger either before departure or during the holiday and if this occurs during the holiday then we will seek the additional costs of returning the passenger home. We want you to enjoy your package and will try to help you select an appropriate trip.

ELECTRIC SCOOTERS

It is your responsibility to check that the scooter can easily be broken down in to parts that weigh no more than 23kg each. It is entirely your responsibility to dismantle and reassemble the scooter, the driver will help you to load the parts on to the coach. If any part weighs more than 23kg the driver must refuse to accept it on the coach.

HEALTH AND SAFETY ON HOLIDAY

Some tours in our brochure require average physical ability as there may be an element of walking involved. This does not imply other itineraries are suitable and Travel with Matthew will not accept liability for omissions. It is the responsibility of the client to check directly with our reservations department, Tourist Boards and suppliers to satisfy themselves of the suitability of the holiday itinerary prior to booking the holiday.

DATA PROTECTION ACT

We retain your full contact details and other information in secure files and electronic storage facilities. We may use this information to contact you by mail, telephone or electronic means. We must pass your information on to the relevant suppliers of your travel arrangements and we take full responsibility for ensuring that proper measures are in place to protect your information. In making this booking, you consent to this information being passed on to the relevant persons or suppliers.

GENERAL DATA PROTECTION REGULATIONS

We comply with the GDPR 2018 Regulations, our data controller is Matthew Sutton and our data protection policy can be found at travelwithmatthew.com or you can request a copy from 85 Victoria Street, Dowlais, Merthyr Tydfil, CF483RN

Day Trip Terms & Conditions (1 Day)

The above terms and conditions apply however the below ammendments apply for day trip bookings

Once confirmed, Day trips are not refundable or transferable to other dates should you or any member/s of your party have to cancel.

Passengers are advised to check their tickets at the time of booking to ensure that all details are correct.

The coach will not be held for late arrivals and no refund will be made to passengers who miss the coach. Departure times are only as stated on the travel ticket.

We will make every effort to keep to the published timetable but will not be responsible for any loss through delay however caused or for passengers who are not at any departure point.

Should a day trip tour be cancelled by us we only offer an exchange of date or credit voucher to be used in store. This does mean Day Trip Balances are Non Refundable.

We reserve the right to change seat numbers on the coach when necessary but this will as far as possible be avoided.

For whatever reason, should the coach be late arriving at its designated pick-up point, at the destination/attraction itself or at the return drop-off point, we will not be liable to offer any form of compensation. Should a trip have to be curtailed due to unforeseen circumstances, such as mechanical or other vehicle defects, compensation, if any, shall be at the total discretion of us