Terms & Conditions

Terms & Conditions

H.I.S. EUROPE LTD / No1 Japan / ViaJapan






Section A – Applicable to all bookings

Section B – Only applicable to PackageHoliday Bookings

Section C – Onlyapplicable to Agency Bookings

Section D – Applicable toall bookings which include flights




These Booking Conditions, together with ourprivacy policy and any other written information we brought to your attentionbefore we confirmed your booking, form the basis of your contract with H.I.S.Europe Ltd of Lower Ground Floor, Augustine House, 6A Austin Friars, London,EC2N 2HA, UK trading as H.I.S. Travel and No1 Japan Travel (we” or “us”).Please read them carefully as they set out our respective rights andobligations. In these Booking Conditions references to "you" and"your" include the first named person on the booking and all personson whose behalf a booking is made or any other person to whom a booking isadded or transferred.

By making a booking, you agree on behalf ofall persons detailed on the booking that you have read these terms andconditions and agree to be bound by them; you consent to our use of informationin accordance with our Privacy Policy; you are over 18 years of age and whereplacing an order for services with age restrictions declares that he/she andall members of the party are of the appropriate age to purchase those services.

H.I.S. Europe Ltd act in the followingcapacities:- as a package organiser within the definition of the Package Traveletc Regulations 1992 (as defined in Section B below); as an agent for thesuppliers of your holiday products; as a supplier of flights, both on an agencybasis and as the principal. Our obligations to you may vary depending uponwhich arrangements you book with us, and our differing obligations are set outbelow. Section A contains the conditions which will apply to all bookings.Section B contains the conditions which will apply when you book a package,Section C applies to agency bookings and Section D applies to flight bookings.




A1. Booking

When you make your booking, you mustcomplete a booking form, accepting on behalf of all your party the terms ofthese booking conditions and the general information, and pay the relevantdeposit as specified at the time of booking. If you believe that any details onthe confirmation receipt (or any other document) are wrong you must advise usimmediately as changes can not be made later and it may harm your rights if weare not notified of any inaccuracies in any document within ten days of oursending it out (for flights tickets: once your airline ticket is issued detailsare non amendable, so you must confirm that all details are correct at the timeof booking).


A2. Accuracy

We endeavour to ensure that all theinformation and prices both on our website and in our brochures are accuratefor all products promoted, however occasionally changes and errors occur and wereserve the right to correct prices and other details in such circumstances.You must check the current price and all other details relating to thearrangements that you wish to book before your booking is confirmed.


A3. Insurance

Adequate travel insurance is a condition ofyour contract with either us or the supplier in question, as applicable. Youmust organise your own insurance and if you fail to travel with adequateinsurance cover we will not be liable for any losses howsoever arising, inrespect of which insurance cover would otherwise have been available.


A4. Force Majeure

Except where otherwise expressly stated inthese booking conditions we will not be liable or pay you compensation if ourcontractual obligations to you are affected by any event which we or thesupplier(s) of the service(s) in question could not, even with all due care,foresee or avoid. These events can include, but are not limited to war, threatof war, civil strife terrorist activity and its consequences or the threat ofsuch activity, riot, the act of any government or other national or localauthority including port or river authorities, industrial dispute, lockclosure, natural or nuclear disaster, fire, chemical or biological disaster andadverse weather, sea, ice and river conditions and all similar events outsideour or the supplier(s) concerned’s control. Advice from the Foreign Office toavoid or leave a particular country may constitute Force Majeure. We willfollow the advice given by the Foreign Office.


A5. Jurisdiction and applicable law

These Booking Conditions and any agreementto which they apply are governed in all respects by English law. We both agreethat any dispute, claim or other matter which arises between us out of or inconnection with your booking will be dealt with by the Courts of England and Wales only. Youmay however, choose the law and jurisdiction of Scotlandor Northern Irelandif you live in those places and if you wish to do so.


A6. Cutting your trip short

If you are forced to return home early,neither us nor the supplier in question can refund the cost of any services youhave not used. If you cut short your holiday and return home early in circumstanceswhere you have no reasonable cause for complaint about the standard ofaccommodation and services provided, we will not offer you any refund for thatpart of your holiday not completed, or be liable for any associated costs youmay incur. Depending on the circumstances, your travel insurance may offercover for curtailment and we suggest that any claim is made directly with them.


A7. Changes by You

If you wish to change any part of yourbooking arrangements after a confirmation receipt has been issued, you mustinform us in writing as soon as possible. This should be done by the firstnamed person on the booking. Whilst we will do our best to assist, we cannotguarantee that we/the supplier (as applicable) will be able to meet yourrequested change. Where a request can be met, all changes will be subject topayment of the applicable administration fees as well as any applicable ratechanges or extra costs incurred or imposed by the suppliers. You should beaware that these costs could increase the closer to the departure date thatchanges are made and you should contact us as soon as possible. Where we areunable to assist you and you do not wish to proceed with the original bookingwe will treat this as a cancellation by you. A cancellation fee may be payable.Note:Certain arrangements may not be amended after they have been confirmed andany alteration could incur a cancellation charge of up to 100% of that part ofthe arrangements.


A8. Special Requests

Any special requests must be advised to usat the time of booking e.g. diet, room location, a particular facility at ahotel etc. You should then confirm your requests in writing. Whilst everyeffort will be made by us to try and arrange your reasonable special requests,we cannot guarantee that they will be fulfilled. The fact that a specialrequest has been noted on your confirmation receipt or any other documentationor that it has been passed on to the supplier is not confirmation that therequest will be met. Failure to meet any special request will not be a breachof contract on our part unless the request has been specifically confirmed. Wedo not accept bookings that are conditional upon any special request being met.


A9. Complaints

We / the Suppliers make every effort toensure that the arrangements you book through us run smoothly but if you dohave a problem during your holiday, please inform the relevant supplier (e.g.your hotelier) and resort representative (where applicable) immediately whowill endeavour to put things right. If your complaint is not resolved locally,please contact us as soon as possible. Failure to do so will affect ours and/orthe applicable supplier’s ability to investigate your complaint, and willaffect your rights. If the problem cannot be resolved and you wish to complainfurther, you must send formal written notice of your complaint to us at ourpostal address of H.I.S. Europe Ltd, Lower Ground Floor, Augustine House, 6AAustin Friars, London, EC2N 2HA, UK within 28 days of the end of your stay,giving your booking reference and all other relevant information. Please keepyour letter concise and to the point. This will assist us to quickly identifyyour concerns and speed up our response to you. Where we are acting as agentfor the supplier in question, all assistance given in relation to resolvingyour complaint will be on a goodwill basis in our capacity as agent.


A10. Your Behaviour

All customers are expected to conductthemselves in an orderly and acceptable manner and not to disrupt the enjoymentof other guests. If in our opinion or in the opinion of any hotel manager orany other person in authority, your behaviour or that of any member of yourparty is causing or is likely to cause distress, danger or annoyance to any ofour other guests or any third party or damage to property, or to cause a delayor diversion to transportation, we reserve the right to terminate your bookingarrangements with us immediately. Where we are acting as agent we will do sowith the authority of the supplier in question. In the event of suchtermination all liability to you and/or your party will cease and you and/oryour party will be required to leave your accommodation or other serviceimmediately. Neither the supplier nor us will have no further obligations toyou and/or your party. No refunds for lost accommodation or any other servicewill be made and we will not pay any expenses or costs incurred as a result oftermination. You and/or your party may also be required to pay for loss and/ordamage caused by your actions and we will hold you and each member of yourparty jointly and individually liable for any damage or losses caused by you orany member of your party. Full payment for any such damage or losses must bepaid directly to the hotel manager or other supplier prior to departure fromthe hotel. If you fail to make payment, you will be responsible for meeting anyclaims (including legal costs) subsequently made against us as a result of youractions together with all costs we incur in pursuing any claim against you. Wecannot be held responsible for the actions or behaviour of other guests orindividuals who have no connection with your booking arrangements or with us.


A11. Passport, Visa and ImmigrationRequirements and Health Formalities

It is your responsibility to check andfulfil the passport, visa, health and immigration requirements applicable toyour itinerary. We can only provide general information about this. You mustcheck requirements for your own specific circumstances with the relevantEmbassies and/or Consulates and your own doctor as applicable. Requirements dochange and you must check the up to date position in good time beforedeparture. Most countries now require passports to be valid for at least 6months after your return date. If your passport is in its final year, youshould check with the Embassy of the country you are visiting. For furtherinformation contact the Passport Office on 0870 5210410 or visitwww.passport.gov.uk Special conditions apply for travel to the USA, and allpassengers must have individual machine readable passports. Please checkwww.usembassy.org.uk For European holidays you should obtain a completed andissued form EHIC prior to departure. Up to date travel advice can be obtainedfrom the Foreign and Commonwealth Office, visit www.fco.gov.uk. Non Britishpassport holders, including other EU nationals, should obtain up to date adviceon passport and visa requirements from the Embassy, High Commission orConsulate of your destination or country(ies) through which you are travelling.We do not accept any responsibility if you cannot travel, or incur any otherloss because you have not complied with any passport, visa, immigrationrequirements or health formalities. You agree to reimburse us in relation toany fines or other losses which we incur as a result of your failure to do so.


A12. Foreign Office Advice

You are responsible for making yourselfaware of Foreign Office advice and State Department warnings in regard to thesafety of the countries and areas in which you will be travelling and to makeyour decisions accordingly. Advice from the Foreign Office to avoid or leave aparticular country may constitute Force Majeure. (See clause A4 above).


A13. Conditions of Suppliers.

Many of the services which make up yourholiday are provided by independent suppliers. Those suppliers provide theseservices in accordance with their own terms and conditions Those suppliersprovide these services in accordance with their own terms and conditions whichwill form part of your contract with us. Some of these terms and conditions maylimit or exclude the supplier's liability to you, usually in accordance withapplicable International Conventions. Copies of the relevant parts of theseterms and conditions are available on request from ourselves or the supplierconcerned.



We are a Member of ABTA, membership numbersJ0629 and W4036. We are obliged to maintain a high standard of service to youby ABTA’s Code of Conduct. We can also offer you an arbitration scheme for theresolution of disputes arising out of, or in connection with this contract. Thearbitration scheme is arranged by ABTA and administered independently. Itprovides for a simple and inexpensive method of arbitration on documents alonewith restricted liability on you in respect of costs. The scheme does not applyto claims for an amount greater than £5,000 per person. There is also a limitof £25,000 per booking form. Neither does it apply to claims which are solelyin respect of physical injury or illness or their consequences. The scheme canhowever deal with compensation claims which include an element of minor injuryor illness subject to a limit of £1,500 on the amount the arbitrator can awardper person in respect of this element. Your request for arbitration must bereceived by ABTA within eighteen months of the date of return from holiday.Outside this time limit arbitration under the Scheme may still be available ifwe agree, but the ABTA Code does not require such agreement. For injury andillness claims, you can request the ABTA Mediation Procedure and we have theoption to agree to mediation. Further information on the Code and ABTA’sassistance in resolving disputes can be found on www.abta.com.



This section only applies to packageholidays booked with us as organiser.


Definition of Package:

A package exists if you book a pre-arrangedcombination of at least two of the following components when sold or offeredfor sale at an inclusive price and when the service covers a period of morethan twenty-four hours or includes overnight accommodation:-(a)  transport; (b)  accommodation; (c)  other tourist services not ancillary totransport or accommodation and accounting for a significant proportion of thepackage.

Where you have booked a Package Holidaywith us, we will accept responsibility for it in accordance with these BookingConditions as an “organiser” under the Package Travel, Package Holidays andPackage Tours Regulations 1992.


B1. Pricing

When you make your booking you must pay anon refundable deposit of £150.00 per person, or the full price if within 10weeks of departure or when booking a special offer. The balance of the price ofyour travel arrangements must be paid at least 10 weeks before your departuredate. If the deposit and/or balance is not paid in time, we shall cancel yourtravel arrangements. If the balance is not paid in time we shall retain yourdeposit. All monies you pay to the travel agent are held by him on our behalfat all times.

The price of your travel arrangements wascalculated using exchange rates calculated by H.I.S. Europe Ltd on the 1st ofAugust 2017 in relation to the following currencies: Japanese Yen, US Dollars,Korean Won. We reserve the right to amend the price of unsold holidays at anytime and correct errors in the prices of confirmed holidays.

The price of your confirmed holiday issubject at all times to changes in transport costs such as fuel, and any otherairline cost changes which are part of our contracts with airlines (and theiragents), operators and any other transport provider; and to changes in thecurrency exchange used to calculate your arrangements and to rates, dues, taxesor fees chargeable for services such as landing taxes or embarkation ordisembarkation fees at ports and airports any or all of which may result in avariation of your holiday price. We will absorb and you will not be charged forany increase equivalent to 2% of the price of your travel arrangements, whichexcludes insurance premiums and any amendment charges and/or additionalservices or travel arrangements. You will be charged for the amount over andabove that, plus an administration charge of £1.00 per person together with anamount to cover agents’ commission. If this means that you have to pay anincrease of more than 10% of the price of your confirmed travel arrangements(excluding any insurance premiums, amendment charges and/or additional servicesor travel arrangements), you will have the option of accepting a change toanother holiday if we are able to offer one (if this is of equivalent or higherquality you will not have to pay more but if it is of lower quality you will berefunded the difference in price), or cancelling and receiving a full refund ofall monies paid to us, except for any insurance premiums and any amendmentcharges and/or additional services or travel arrangements. Should you decide tocancel for this reason, you must exercise your right to do so within 14 daysfrom the issue date printed on your final invoice. There will be no change madeto the price of your confirmed holiday within 30 days of your departure norwill refunds be paid during this period. We will consider an appropriate refundof insurance premiums paid if you can show that you are unable to transfer orreuse your policy. Should the price of your holiday go down due to the changesmentioned above, by more than 2% of your confirmed holiday cost, then any refunddue will be paid to you. However, please note that travel arrangements are notalways purchased in local currency and some apparent changes have no impact onthe price of your travel due to contractual and other protection in place.


B2. Transfer of Booking by you


If any member of your party is preventedfrom travelling, that person(s) may transfer their place to someone else(introduced by you and satisfying all the conditions applicable to thearrangements) providing we are notified not less than 28 days before departureand you pay an amendment fee of £50 per person transferring, meet all costs andcharges incurred by us and/or incurred or imposed by any of our suppliers andthe transferee agrees to these booking conditions and all other terms of thecontract between us. If you are unable to find a replacement, cancellationcharges as set out will apply in order to cover our estimated costs. Otherwise,no refunds will be given for passengers not travelling or for unused services.


B3. If you Cancel


If you or any other member of your partydecides to cancel your confirmed booking you must notify us in writing. Yournotice of cancellation will only take effect when it is received in writing byus at our offices or by email. Since we incur costs in cancelling your arrangements,you will have to pay the applicable cancellation charges up to the maximumshown in the table at clause B4 (The cancellation charge detailed is calculatedon the basis of the total cost payable by the person(s) cancelling excludinginsurance premiums and amendment charges which are not refundable in the eventof the person(s) to whom they apply cancelling).

Note: Certain arrangements may not beamended after they have been confirmed and any alteration or cancellation couldincur a cancellation charge of up to 100% of that part of the arrangements inaddition to the charge above. If the reason for your cancellation is coveredunder the terms of your insurance policy, you may be able to reclaim thesecharges. We will deduct the cancellation charge(s) from any monies you havealready paid to us.


B4. If We Change or Cancel Your Package Holiday


It is unlikely that we will have to makeany changes to your travel arrangements, but we do plan the arrangements manymonths in advance. Occasionally, we may have to make changes and we reserve theright to do so at any time. Most of these changes will be minor and we willadvise you or your travel agent of them at the earliest possible date. We alsoreserve the right in any circumstances to cancel your travel arrangements. Forexample, if the minimum number of clients required for a particular travelarrangement is not reached, we may have to cancel it. However, we will notcancel your travel arrangements less than 60 days before your departure date,except for reasons of force majeureor failure by you to pay the final balance.

Examples of “major changes” include thefollowing when made before departure; a change of accommodation area for thewhole or a significant part of your time away, a change of accommodation tothat of a lower standard or classification for the whole or a significant partof your time away, a change of outward departure time or overall length of yourarrangements of twelve or more hours, a significant change to your itinerary,missing out one or more destination entirely. Examples of “minor changes”include the following when made before departure: any change in the advertisedidentity of the carrier(s), flight timings, and/or aircraft type; a change ofoutward departure time or overall length of your holiday of twelve hours orless, or a change of accommodation to another of the same standard orclassification.

If we have to make a major change orcancel, we will tell you as soon as possible and if there is time to do sobefore departure, we will offer you the choice of i) (for major changes)accepting the changed arrangements ii) having a refund of all monies paid oriii) accepting an offer of alternative travel arrangements of comparablestandard from us, if available (we will refund any price difference if thealternative is of a lower value). You must notify us of your choice within 7days of our offer. If you fail to do so we will assume that you have chosen toaccept the change or alternative booking arrangements.

If we make a major change or cancel, lessthan 60 days before departure, we will also pay compensation as detailed below:

Period before departure within which notice of Cancellation or major change is received by us or notified to you
Amount you will receive from us
Amount you will receive from us
Amount of cancellation charge
More than 70 days
Deposit Only
Deposit plus cost of any flights booked
From 69 to 43 days
100% of holiday cost (+ £20)
Cost of any flights booked plus 70% of remaining arrangements
From 42 to 29 days
100% of holiday cost (+ £30)
Cost of any flights booked plus 85% of remaining arrangements
Less than 29 days
100% of holiday cost (+ £40)
100% of holiday cost

Period before departure within which notice of Cancellation or major change is received by us or notified to you
Amount you will receive from us
Amount you will receive from us
Amount of cancellation charge
More than 70 days
Deposit Only
Deposit only
From 69 to 43 days
100% of holiday cost (+ £20)
70% of holiday cost
From 42 to 29 days
100% of holiday cost (+ £30)
85% of holiday cost
Less than 29 days
100% of holiday cost (+ £40)
100% of holiday cost


We will not pay you compensation where wemake a major change or cancel more than 60 days before departure or in theevent that we are forced to make a change or cancel as a result of unusual andunforeseeable circumstances beyond our control, the consequences of which wecould not have avoided even with all due care or if we cancel your arrangementsbecause the minimum number of participants to run the arrangements has not beenreached. (We will tell you if we have to cancel for this reason not less than45 days before departure).

The above sets out the maximum extent ofour liability for changes and cancellations and we regret we cannot meet anyexpenses or losses you may incur as a result of change or cancellation. Pleasenote: where accommodation with a higher price than the original accommodationis offered by us and accepted by you, the difference in price will be deductedfrom any compensation payable. In no case will we pay compensation ifaccommodation is offered by us and accepted by you with a higher price thanthat originally booked in the same location where no additional payment is madeby you.

We will not pay you compensation and theabove options will not be available if we make a minor change or cancel as aresult of your failure to make full payment on time or where the change(s) orcancellation by us arises out of alterations to the confirmed booking requestedby you.

Very rarely, we may be forced by"force majeure" (see clause A4) to change or terminate yourarrangements after departure. If this situation does occur, we regret we willbe unable to make any refunds (unless we obtain any from our suppliers), payyou compensation or meet any costs or expenses you incur as a result.

If we become unable to provide asignificant proportion of the services that you have booked with us after youhave departed, we will make alternative arrangements for you at no extra chargeand, if appropriate in all the circumstances, will pay you reasonablecompensation.


B5. Our Responsibilities to you in respectof Package Holidays


1) We will accept responsibility for thearrangements we agree to provide or arrange for you as an “organiser” under thePackage Travel, Package Holidays and Package Tours Regulations 1992 as set outbelow. Subject to these booking conditions, if we or our suppliers perform orarrange your contracted holiday arrangements negligently, taking intoconsideration all relevant factors (for example following the complaintsprocedure as described in these conditions and the extent to which ours or ouremployees’ or suppliers’ negligence affected the overall enjoyment of yourholiday), we will pay you reasonable compensation. Please note that it is yourresponsibility to show that we or our supplier(s) have been negligent if youwish to make a claim against us.


2) We will not be responsible or pay youcompensation for any injury, illness, death, loss, damage, expense, cost orother claim of any description if it results from:

2(i) the act(s) and/or omission(s) of theperson(s) affected;

2(ii) the act(s) and/or omission(s) of athird party unconnected with the provision of the services contracted for andwhich were unforeseeable or unavoidable; or

2(iii) unusual or unforeseeablecircumstances beyond ours or our supplier(s) control, the consequences of whichcould not have been avoided even if all due care had been exercised; or

2(iv) an event which either ourselves orthe suppliers could not, even with all due care, have foreseen or forestalled.


(3) We limit the amount of compensation wemay have to pay you if we are found liable under this clause:

3(i) loss of and/or damage to any luggageor personal possessions and money


The maximum amount we will have to pay youin respect of these claims is £25 per person in total because you are assumedto have adequate insurance in place to cover any losses of this kind


3(ii) Claims not falling under 3(i) aboveand which don’t involve injury, illness or death


The maximum amount we will have to pay youin respect of these claims is twice the price paid by or on behalf of theperson(s) affected in total. This maximum amount will only be payable whereeverything has gone wrong and you or your party has not received any benefit atall from your booking.


3(iii) Claims in respect of internationaltravel by air, sea and rail, or any stay in a hotel


The extent of our liability will in allcases be limited as if we were carriers under the appropriate Conventions,which include The Warsaw/Montreal Convention (international travel by air); TheAthens Convention (with respect to sea travel); The Berne/Cotif Convention(with respect to rail travel) and The Paris Convention (with respect to hotelarrangements). You can ask for copies of these Conventions from our offices.Please contact us. In addition, you agree that the operating carrier ortransport company's own 'Conditions of Carriage' will apply to you on thatjourney. When arranging transportation for you, we rely on the terms andconditions contained within these international conventions and those'Conditions of Carriage'. You acknowledge that all of the terms and conditionscontained in those 'Conditions of Carriage' form part of your contract with us,as well as with the transport company and that those 'Conditions of Carriage'shall be deemed to be included by reference into this contract.


4) In any circumstances in which a carrieris liable to you by virtue of the Denied Boarding Regulation 2004, any liabilitywe may have to you under our contract with you, arising out of the same facts,is limited to the remedies provided under the Regulation as if (for thispurpose only) we were a carrier. When making any payment, we are entitled todeduct any money which you have received or are entitled to receive from thetransport provider or hotelier for the complaint or claim in question.


5) It is a condition of our acceptance ofliability under this clause that you notify any claim to ourselves and oursupplier(s) strictly in accordance with the complaints procedure set out inthese conditions. Where any payment is made, the person(s) receiving it (andtheir parent or guardian if under 18 years) must also assign to ourselves orour insurers any rights they may have to pursue any third party and mustprovide ourselves and our insurers with all assistance we may reasonablyrequire.


6) Please note, we cannot accept anyliability for any damage, loss or expense or other sum(s) of any descriptionwhich on the basis of the information given to us by you concerning yourbooking prior to our accepting it, we could not have foreseen you would sufferor incur if we breached our contract with you.


7) We will not accept responsibility forservices or facilities which do not form part of our agreement or where theyare not advertised by us. For exampleany excursion you book whilst away, or anyservice or facility which your hotel or any other supplier agrees to providefor you.


B6. Financial security for Package Holidays


The Package Travel, Package Holidays andPackage Tours Regulations 1992 require us to provide security for the moniesthat you pay for the package holidays booked from this brochure and for yourrepatriation in the event of our insolvency. We provide this security by way ofabond held by the Civil Aviation Authority under ATOL number 5484. In respectof all arrangements including flights you will receive a confirmation receiptfrom us (or via our authorised agent through which you booked) confirming yourarrangements and your protection under our Air Travel Organiser’s Licence. Thismeans that in respect of all arrangements including flights, in the unlikelyevent of our insolvency, the CAA will ensure that you are not left strandedabroad or will arrange to refund any money you have paid to us for an advancebooking except where your contracted arrangements with us do not includetransport to and from the UK.  In this case, if already abroad, you will bereturned to the point where your contracted arrangements with us commenced.


For further information, visit the ATOLwebsite at www.atol.org.uk. The price of our flight inclusive arrangementsincludes the amount of £2.50 per person as part of the ATOL ProtectionContribution (APC) we pay to the CAA. This charge is included in our advertisedprices. Not all holiday or travel services offered and sold by us will beprotected by the ATOL Scheme. Please ask us to confirm what protection mayapply to your booking; for example if you book flights and accommodation at differenttimes your booking will not be a package but might be protected by the ATOLFlight Plus scheme. If your holiday does not include flights, your holiday isfully protected by way of a bond held by ABTA.


B7. Delays, Missed Transport Arrangementsand other Travel Information


If you or any member of your party missesyour flight or other transport arrangement, it is cancelled or you are subjectto a delay of over 3 hours for any reason, you must contact us and the airlineor other transport supplier concerned immediately.


The Package Travel etc Regulations 1992provide that in the event that you experience difficulty on the occurrence ofcircumstances described in clause B5 (2) of these booking conditions, we willprovide you with prompt assistance. Where you experience a delay which is notowing to any failure by us, our employees or sub-contractors, this promptassistance is likely to extend to providing help in locating refreshments,accommodation and communications but not paying for them. Any airline or othertransport supplier may however pay for or provide refreshments and/orappropriate accommodation and you should make a claim directly to them


Subject to the other terms of theseconditions, we will not be liable for any costs, fees or charges you incur inthe above circumstances, if you fail to obtain our prior authorisation beforemaking your own travel arrangements.


B8. Disabilities and Medical Problems


We are not a specialist disabled holidaycompany, but we will do our utmost to cater for any special requirements youmay have. If you or any member of your party has any medical problem ordisability which may affect your stay, please provide us with full detailsbefore we confirm your booking so that we can try to advise you as to the suitabilityof your chosen arrangements. We may require you to produce a doctor’scertificate certifying that you are fit to participate in the tour. Actingreasonably, 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 fulldetails at the time of booking, we will cancel it and impose applicablecancellation charges when we become aware of these details.




This section onlyapplies to bookings we make for you when acting as agent for the supplier.


C1. Contract


These are the terms on which we will make an agencybooking for your travel or holiday requirements. When making your booking wewill arrange for you to enter into a contract with the principal(s) or othersupplier(s) (e.g. tour operator/airline/cruise company/accommodation company)named on your receipt(s). We can book you a package holiday, in which case youwill have one contract with the principal, or we can book the services thatmake up your holiday with different principals or suppliers, in which case youwill have separate contracts with each of them. In order to confirm your chosenarrangements with the supplier in question, you must pay a deposit as requiredby the supplier (or full payment if booking within 10 weeks ofdeparture/booking a special offer). You must also pay all applicable insurancepremiums and booking fees. Your bookingis confirmed and a contract between you and the supplier will exist when wesend you confirmation receipt on their behalf. Please check yourconfirmation receipt carefully and report any incorrect or incompleteinformation to us immediately. Please ensure that names are exactly as statedin the relevant passport. As we act only as booking agent, we have noresponsibility for any errors in any documentation except where an error ismade by us.


As agent we accept no responsibility for the actsor omissions of the principal(s) or supplier(s) or for the services provided bythem. The principal’s(s’) or supplier’s (s’) Terms & Conditions will applyto your booking and we advise you to read these carefully as they do containimportant information about your booking. Please ask us for copies of these ifyou do not have them.


All travel arrangements which we provide or whichare sold through us are not an offer by us to sell any travel arrangements, butan invitation to you to make an offer to the suppliers of the arrangements. Weare free to accept that offer on behalf of those suppliers or to reject it.


C2. Payment


If you have paid a deposit, you must pay the fullbalance by the balance due date notified to you. If full payment is notreceived by the balance due date, we will notify the supplier who may cancelyour booking and charge the cancellation fees set out in their bookingconditions.


Payment may be made by any of the following methodseither in person at our offices or by telephoning us: credit card, debit card,bank transfer, cheque and cash.


 When payingby MasterCard or Visa issued in one of the following currencies then you willbe charged in this currency: Us, Canadian, Hong Kong, Singapore and AustralianDollar, Japanese Yen, Danish, Norwegian and Swedish Krona, Euro, Swiss Francs,Korean Won.


Except where otherwise advised or stated in thebooking conditions of the supplier concerned, all monies you pay to us forarrangements will be held on behalf of the supplier(s) concerned.


C3. Service Charges


We apply service charges for the services weprovide, which are updated regularly. Please feel free to contact us forfurther inquiries on this matter.




Special Delivery Post



[Last updated 01 January2015]

C4. Changes and Cancellations by theSupplier


We will inform you as soon as reasonably possibleif the supplier needs to make a significant change to your confirmedarrangements or to cancel them. We will also liaise between you and thesupplier in relation to any alternative arrangements offered by the supplierbut we will have no further liability to you.


C5. Our responsibilityfor your booking


Your contract is with the supplier and its bookingconditions apply. As agent, we accept no responsibility for the actualprovision of the arrangements. Our responsibilities are limited to making thebooking in accordance with your instructions. We accept no responsibility forany information about the arrangements that we pass on to you in good faith.However, in the event that we are found liable to you on any basis whatsoever,our maximum liability to you is limited to twice the cost of your booking (orthe appropriate proportion of this if not everyone on the booking is affected).We do not exclude or limit any liability for death or personal injury thatarises as a result of our negligence or that of any of our employees whilstacting in the course of their employment.


C6. Delivery of Documents


All documents (e.g. invoices/tickets/Insurancepolicies) that require to be posted will usually be sent to you by SpecialDelivery. Once documents leave our offices we will not be responsible for theirloss unless such loss is due to our negligence. If tickets or other documentsneed to be reissued all costs must be paid by you. You can ask for delivery byother means subject to the charges stated below.

C7.Final Travel Arrangements


Pleaseensure that all your travel, passport, visa and insurance documents are inorder and that you arrive in plenty of time for checking in at the airport. Itmay be necessary to reconfirm your flight with the airline prior to departure.Please ask us for details at least 72 hours before your outbound flight. Youshould take a note of any reference number or contact name when reconfirming.If you fail to reconfirm you may be refused permission to board the aircraftand you are unlikely to receive any refund.

Financial Protection


Whenyou buy an ATOL protected flight or flight inclusive holiday from us you willreceive an ATOL Certificate. This lists what is financially protected, whereyou can get information on what this means for you and who to contact if thingsgo wrong. We, or the suppliers identified on your ATOL Certificate, willprovide you with the services listed on the ATOL Certificate (or a suitablealternative). In some cases, where neither we nor the supplier are able to doso for reasons of insolvency, analternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). Youagree to accept that in those circumstances the alternative ATOL holder willperform those obligations and you agree to pay any money outstanding to be paidby you under your contract to that alternative ATOL holder. However, you alsoagree that in some cases it will not be possible to appoint an alternative ATOLholder, in which case you will be entitled to make a claim under the ATOLscheme (or your credit card issuer where applicable).



If we, or the suppliersidentified on your ATOL certificate, are unable to provide the services listed(or a suitable alternative, through an alternative ATOL holder or otherwise)for reasons of insolvency, the Trustees of the Air Travel Trust may make apayment to (or confer a benefit on) you under the ATOL scheme. You agree thatin return for such a payment or benefit you assign absolutely to those Trusteesany claims which you have or may have arising out of or relating to thenon-provision of the services, including any claim against us, the travel agent(or your credit card issuer where applicable). You also agree that any suchclaims may be re-assigned to another body, if that other body has paid sums youhave claimed under the ATOL scheme.



C9. Accommodation Ratings and Standards


All ratings are as provided by therelevant supplier. These are intended to give a guide to the services andfacilities you should expect from your accommodation. Standards and ratings mayvary between countries, as well as between suppliers. We cannot guarantee theaccuracy of any ratings given.


C10. Japan Rail PassExchange Order


You must carefully consider the full terms andconditions attached to the quotation for your ticket. Please check that yourfull first name and surname are spelt exactly as they appear in yourpassport.  Your Japan Rail Pass ExchangeOrder is valid for 3 months from the date of issue. If you wish to cancel yourJapan Rail Pass after we have received payment please return the completeunused pass to our office.  There is acancellation charge of 10% of the purchase price plus a handling fee of £25 perpass.  Credit card charges arenon-refundable.  For train times andinformation please visit http://www.hyperdia.com/



C11.  FIT Limousine Bus Coupon


You must carefullyconsider the terms and conditions attached to the quotation for your ticket.Your FIT Limousine Bus Coupon is non-refundable, non-changeable and if lostcannot be replaced.  Credit card chargesare non-refundable. Please note these coupons cannot be used on Night Buses.For bus times, routes, fares and information please visit http://www.limousinebus.co.jp/en/





D1. Financial protection for flight bookings


The ATOL held by H.I.S.Europe LTD protects you against financial loss in the event of its failure, butH.I.S. Europe LTD does not provide cover for scheduled airline failure and yourmoney will not be protected against that risk.


The Civil AviationAuthority (CAA) is a UK government body and the Air Tour Organiser’s Licence(ATOL), which H.I.S. Europe Ltd. holds with this authority, means that we mustabide by UK law. We are therefore required to charge a fee of £2.50 perpassenger, whenever a booking is covered by our ATOL licence, number 5484. This money is paid tothe CAA and will be held by the CAA and paid out to customers protected underour ATOL licence in the unlikely event of our financial failure.  Note: Where an airline ticket is issuedwithin one working day of payment, a contract will exist between the passengerand the airline and therefore will not be covered under the ATOL scheme.  Bookings are ATOL protected when payment is taken and an airline ticketis not issued within one working day, and when you book a flight inclusivepackage under section B of our terms and conditions.


D2. Flight Obligations


Please contact theEmbassy of your destination(s) to check whether you require a Visa. Pleaseensure that your passport has 6 months validity or more beyond your return dateas this is a requirement of many countries.


Please remember tocheck-in at the airport 90 minutes before flights to Europe, 2 hours beforelong-haul flights, 3 hours before flights to Israel and USA. Please check thateverything is correct before paying for your reservation.   You must check that your full first name andsurname are spelt exactly as they appear in your passport, and inform usimmediately if these are any problems.


Under EU Law, youhave rights in some circumstances to refunds and/or compensation from theairline in cases of denied boarding, cancellation or delay to flights. Fulldetails of these rights will be publicised at EU airports and will also beavailable from airlines. Reimbursement in such cases is the responsibility ofthe airline.


We arenot always in a position at the time of booking to confirm the carrier,aircraft type and flight timings which will be used in connection with yourflight. Where we are only able to inform you of the likely carrier at the timeof booking, we shall inform you of the identity of the actual carrier or anychange in the identity of the actual carrier as soon as we become aware ofthis. The carrier, flight timings and types of aircraft shown on this website and detailed onyour confirmation receipt are for guidance only and are subject to alterationand confirmation.  The latest timingswill be shown on your tickets which will be dispatched to you approximately twoweeks before departure.  You mustaccordingly check your tickets very carefully immediately on receipt to ensureyou have the correct flight times.  It ispossible that flight times may be changed even after tickets have beendispatched - we will contact you as soon as possible if this occurs.  Any change in the identity of the carrier,flight timings, and/or aircraft type will not entitle you to cancel or changeto other arrangements without paying our normal charges. 


Pleasenote the existence of a “Community list” (available for inspection athttp://ec.europa.eu/transport/air-ban) detailing air carriers that are subjectto an operating ban with the EU Community.  Please note that, in accordance with Air Navigation Orders, in order toqualify for infant status, a child must be under 2 years of age on the day ofits return flight.


D3. Changes to flight details


At the time of booking you must make sure that thenames of all passengers travelling are spelt exactly as they appear in theirpassport. Please check at the time of booking for the applicable fees andcancellation charges relating to your booking, and carefully check theconditions listed on the quotation sent to you. Many tickets issued are non-refundable and non-changeable and wherechanges are permitted, different terms may apply: you will be informed aboutthe specific conditions of your ticket at the time of booking.


Tax is subject to change and cannot be guaranteed until time of payment.  


D4. Airline termsand conditions


The terms andconditions of travel are governed by your airline or other transport provider.Please refer to the airline or other supplier’s website for full details oftheir terms and conditions.



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