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Terms and Conditions

We are Exoticca Travel UK Limited. References to "We", "us" and "our" in these booking conditions means Exoticca Travel UK Limited. VAT: GB257155495. Chase Green House, 42. Chase Side. Enfield EN26NF UK. References to "you" and "your" in these booking conditions means all persons on the booking (including anyone added or substituted at a later date). Exoticca Travel UK Limited is a member of ABTA, membership number Y6417. Please see clause 17 for further details about ABTA.

These booking conditions along with any other written information we brought to your attention before we confirmed your booking form the basis of your contract with us for the travel arrangements detailed on www.exoticca.co.uk and making up your booking (‘your arrangements’). Please read them carefully as they set out our respective rights and obligations. By making a booking, you agree to be bound by all of them.

You must be 18 years old at the time of booking and possess the legal capacity and authority to act and travel as the lead name on the booking. We will only deal with the lead name on the booking in all correspondence.

Special Note: We endeavour to ensure the accuracy of all the information and prices on our website and in our advertising material. However, occasionally changes and errors do arise and we reserve the right to correct them in such circumstances. You must check the current price and all other information relating to the arrangements that you wish to book before your booking is confirmed.

In these terms, a ‘package’ means the pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:—(a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.

1. Our agreement

An online booking process must be followed in order to book your holiday. In some cases, where you contact our call centre, we will complete this process on your behalf. By submitting (or agreeing that we may submit on your behalf) the booking via our website, that person accepts these terms on behalf of all persons named on the booking. A binding agreement for your arrangements will come into existence between you and us when we issue a confirmation. Please check all your booking details, including your personal information, before submitting your booking for confirmation. If you are booking through our call centre, please ensure that you provide all the correct information, and check the confirmation (or any other document issued) immediately on receipt. It may not be possible to make changes to your arrangements later so you should notify us of any inaccuracies in any documentation within ten days of our sending it out. It may harm your rights if you don’t.

The suppliers whose services make up your arrangements make those supplies in accordance with their own terms and conditions which will also form part of your agreement 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. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

2. Payment

You must make payment for your arrangements in accordance with the instructions we give you. Generally speaking, in order to reserve your place, a deposit must be paid at the time of booking. The full balance must also be received prior to any date we may specify, which will usually be four weeks prior to your intended departure date. Bookings made four weeks or less before departure must be paid for in full at the time of booking. If we do not receive any payment due in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 7 below will become payable.

3. Insurance

It is a condition of our agreement that you are covered by adequate travel insurance for your arrangements. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues, and repatriation in the event of accident or illness. Details of a policy suitable to cover your arrangements are available by contacting customers@exoticca.com If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.

4. Special Request

Special requests relating to your arrangements must be advised to us at the time of booking and confirmed to us in writing. Whilst we will try meet or arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. Special requests that have been noted on your confirmation or any other documentation do not amount to a promise to meet that request. A failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.

5. Disabilities and medical problems

If you or any member of your party has any medical problem or disability which may affect your chosen arrangements, please provide us with full details before we confirm your booking so that we can try to advise you as to their suitability for you. Acting reasonably, if we are unable to properly accommodate your needs, we will not confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details.

6. The price you pay

The price of your chosen arrangements is calculated based on the services and dates you select, and will depend on the number of persons included in the booking. It is your responsibility to review the sections of your enquiry titled "the price includes" and "price does not include" before completing the booking process.

Tourist tax: in some countries hotels may require payment of a fee or tax locally. Please enquire of us for further details.

We reserve the right to amend the price of unsold holiday arrangements at any time and correct errors in the prices of confirmed holidays.

7. Changes and cancellations by you

If you wish to make any changes to your arrangements after they have been confirmed, including if you wish to cancel all or some of them, you must inform us in writing to customers@exoticca.com as soon as possible. Your notice requesting a change or cancellation will only take effect when it is received in writing to the aforementioned e-mail address, and if it is received outside our Customer Service operating hours, it will only be effective from the next working day. See our Customer Service operating hours in the section “Contact” of this website. We can’t guarantee that changes can be met, although we will do our best to assist. Since we incur costs in cancelling or changing your arrangements, all such changes and cancellations will be subject to charges. If there are specific cancellation conditions for particular arrangements, these will be referred to in the paragraph headed "conditions" in your enquiry. If no such specific conditions are detailed, cancellation charges set out below shall apply. Where we are unable to assist with making a requested change, and you do not wish to proceed with the original booking we will treat this as a cancellation by you.

If you cancel your holiday (for bookings made before 1 November 2017)

In the event of a cancellation, you will have to reimburse us in respect of any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers as a result of your cancellation. This will always include the price of the flights, which are non-refundable in all cases. You will also have to pay an additional charge of 10% of the total cost of arrangements for administrative costs incurred by the cancellation (except for cancellations caused by force majeure events). In addition, for cancellations notified within 15 days of the departure date, there will be a cancellation charge up to the maximum shown below:

Period of written notice prior to your departure Cancellation charge as a percentage of the holiday cost
11 – 15 days 5% of total cost of arrangements
3 – 10 days 15% of total cost of arrangements
3 days or less 25% of total cost of arrangements

If you cancel your holiday (for bookings made on or after 1 November 2017)

Since we incur costs in cancelling your travel arrangements, such as for the flights which are non-refundable in all cases, you will have to pay cancellation charges as follows:

Period before departure in which you notify us Period before departure in which you notify us
More than 30 days Deposit only
Between 15 and 30 days Deposit and 50% of final payment
Less than 15 days 100% of holiday cost

The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.

Charges in the event of a change

In the event we can meet your requested change, you will have to pay £20 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers.

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

8. Changes and cancellations by us

Pre-departure changes and cancellations

Because we plan your arrangements many months in advance, in some circumstances we must reserve the right to make changes to them and cancel them.

Most changes will be minor, and while we will do our best to notify them to you as soon as reasonably possible before your departure, we will have no other liability to you in respect of them.

Examples of “minor changes” made before departure include the following:

  • A change of overall length of your arrangements of twelve hours or less.
  • A change of accommodation to another of the same standard or classification.

Occasionally we may have to make a major change to your confirmed arrangements. Examples of “major changes” made before departure include the following:

  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  • A change of overall length of your arrangements of twelve hours or more.
  • A significant change to your itinerary, missing out one or more destination entirely.

If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:

  1. (for major changes) accepting the changed arrangements,
  2. having a refund of all monies paid; or
  3. accepting an offer of alternative arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).

You must notify us of your choice within 3 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative arrangements.

If we make a major change to your travel arrangments or cancel less than 60 days before departure, we will also pay reasonable compensation based on the below table if appropriate:

Period before departure in which we notify you Amount you will receive from us
60-15 days 5% of the total cost of your arrangements
14-3 days 10% of the total cost of your arrangements
Less than three days 25% of the total cost of your arrangements

We will not pay you compensation where:

  1. we make a major change or cancel more than 60 days before departure;
  2. we make a major change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care;

We will not pay you compensation and the above options will not be available where:

  1. we make a minor change;
  2. we cancel as a result of your failure to make payment in accordance with these terms;
  3. where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.

Changes and cancellations after departure

If we become unable to provide a significant proportion of your arrangements after you have departed, we will make alternative arrangements for you but if it is impossible to do so, or you choose not to accept them for good reasons, we will, where appropriate, provide you with equivalent transport back to your place of departure or other place we both agree. If your arrangements are a package, and if appropriate in all the circumstances, we will also pay you reasonable compensation but if any such changes or cancellations are caused by "force majeure" (see below), we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result. The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any other expenses or losses you may incur as a result of any change or cancellation.

9. Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(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, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure

10. Complaints

If you experience a problem during your holiday, please immediately inform the relevant supplier (e.g. your hotelier) so that they can take steps to put things right. You should also contact us by emailing customers@exoticca.com. If your complaint remains unresolved and you wish to complain further, please send formal written notice of your complaint to us within 28 days of the end of your arrangements, giving your booking reference and all other relevant information. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and could affect your rights under our agreement.

Exoticca recommends that any customer who wishes to make a complaint about the services contracted, or those that have been contracted incorrectly, by the hotel or by the relevant supplier acting on behalf of the hotel, to make their complaint known within 24 hours of their arrival.

If you do not receive a satisfactory reply to your complaint, we recommend that you send the details in writing to the hotel or the relevant supplier, and additionally, we recommend that you send a copy to Exoticca by email to: customers@exoticca.com

In the event of Exoticca failing to provide contracted services, or if they are provided incorrectly, the consumer is required to make a written complaint within 30 days from the end of the trip in question.

For details about the ABTA scheme for resolving disputes please see clause 17 on ABTA.

11. Your behaviour

If in our opinion or in the opinion of any person in authority, your behaviour is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave your accommodation or other service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.

12. Our Responsabilities

Our responsibilities differ according to what you have booked:

i)      In relation to bookings of ‘packages’

We accept responsibility as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you as set out on your confirmation, we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

ii)     In relation to all other bookings

We have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. Except as stated otherwise in these terms, we have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers with reasonable care and skill, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

iii)    We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  1. the act(s) and/or omission(s) of the person(s) affected;
  2. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
  3. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
  4. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

(We may however provide you with assistance in the event you experience difficulty arising out of these circumstances if your arrangements amount to a package.)

iv)     We will not be responsible or pay you compensation:

  1. for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
  2. for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
  3. Luggage: luggage and other personal belongings are transported at your own risk so should be supervised at all times. For air, rail, sea or river transport the conditions set by transportation companies will apply, being the applicable passenger ticket document issued. In the event of harm, late delivery or loss, the consumer shall report this immediately to the carrier.

v)      Any compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):

  1. whether or not you have followed the complaints procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
  2. the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
  3. when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.

(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)

13. Jurisdiction and applicable law

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

14. Financial security for packages

We are required to provide security for the monies that consumers pay for certain types and combinations of travel arrangements booked with them and for consumers’ repatriation in the event of their insolvency. We provide full financial protection for our package holidays:

For flight-based holidays this is through our Air Travel Organiser’s Licence number [11248]. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we 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 a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

15. Passport, Visa and Immigration Requirements and Health Formalities

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. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit www.gov.uk/browse/abroad/passports Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk

Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

We do not 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. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

The airlines, in compliance with the requirements of the US Government, are legally obliged to allow the Bureau of Customs and Border Protection (CBP) US data access certain travel and booking of passengers flying into / from or transiting through US. This data is primarily used to prevent and combat terrorism, organized crime and other serious transnational criminal offenses. All persons traveling to the USA must fill out a questionnaire online with a minimum of 72 hours before entering the plane. To do this, you must go to https://esta.cbp.dhs.gov/ and follow the steps. The information provided here will be encrypted and completely confidential. The cost of this procedure is payable by you. The authorisation is valid for two years or until the passport expires.

16. Flights

The flight timings given on booking are for general guidance only and are subject to change. The actual flight times will be those shown on your etickets. You must accordingly check your etickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been issued.

We are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying our normal charges.

Our website is our responsibility. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

Please note that in accordance with Air Navigation Orders passengers who are under the age of 18 on the date of travel are considered minors for the purpose of an air service. Minors are classified into several groups:

  1. Children: Those passengers who have not yet turned 2 years old on the date on which the flight is conducted. Not occupy a seat on the plane and travel accompanied by an adult, paying a variable percentage of the adult fare.
  2. Children: Those passengers who are between 2 and 11 years old on the date of departure. Occupy a seat on the plane and pay a variable percentage of the adult fare.
  3. Young: Those passengers whose age is between 12 and 18 years of age still unfulfilled on the date of departure. Occupy a seat on the plane and pay the adult rate.

Generally, minors travel with an adult. Exoticca will not organise trips for minors unless they are accompanied by an adult.

Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us.

General conditions of air transport

The airlines determine the conditions of implementation of air transport and are solely responsible for the changes in schedules or routes, stops, changes of airport delays and flight cancellations. In most cases, all these circumstances respond to the saturation of airspace, the need to respect the rules of air navigation and the period of maintenance of aircraft at airports, all with the sole purpose of ensuring safety passengers.

We will not be liable for any schedule changes, delays, cancellations and other circumstances attributable to the carrier, your own actions or those of a third party or force majeure.

Please note that if you do not use the outbound flight ticket, the company can cancel the return flight.

Check in times are as a minimum an hour and a half before departure on domestic flights and two hours before departure for medium-haul and international flights. Please see your travel documents for any specific instructions.

Changes and Cancellations: Once you have been issued with an eticket for your flight, that flight will not be not refundable. To change requests, the conditions set by the airline for the appropriate fee will apply.

Airlines can make schedule changes or cancellations before departure, so it is your responsibility to confirm your flight 48 hrs:

  • Directly with the airline
  • Through the link www.checkmytrip.com
  • In the booking process, we will request personal and contact information so that we may communicate if necessary, any incident that may arise in your booking. We will have no liability if the data you provide is incorrect or incomplete.

    Documentation required for your trip.

    It must include the name and surname of passengers as stated in its documentation (ID card, passport or residence/NIE)

    It is the responsibility of each passenger to ensure you have valid travel documentation which meets the requirements of the airline, immigration and the authorities of each destination.

    Please note that:

    All passengers are required to carry a valid travel document (including infants and children).

    - A Passport to travel outside the European Economic Area (EEA) must be valid for the period of intended stay. If a visa is applicable, any child / infant must travel with adult figure in the photograph of the visa.

    - All Citizens who are not EU/EEA must have their travel documents validated and boarding pass before going through the airport security area.

    - To Ensure compliance with all regulations, passengers should carry a valid passport (and visa if applicable) or a national identity card issued by a government of the EU/EEA on all routes. The passenger will pay fines, penalties or costs arising out of breach of this requirement.

    - The Green cards, driving license, family books, notepads maritime identification a police report (issued in case of loss or theft travel document), military identification cards, among others, are not accepted as valid documents. If the photo IDs expired or damaged they will not be accepted on any flight.

    - Data from travel documents of passengers (including children and infants) must be entered during the online check-in process. On all routes, passengers must present valid travel documents and online boarding pass at airport security area and at the gate.

    17. ABTA

    ABTA: We are a Member of ABTA, membership number Y6417. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.


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