Ours web Terms and Conditions

 

BOOKING TERMS & PRICING

Ours Travel Limited a company registered in England and Wales under company number 5011544. By making a booking, you agree on behalf of all persons detailed on the booking that you have read these terms and conditions and agree to be bound by them; you consent to our use of information in accordance with our Privacy Policy; you are over 18 years of age. The price of each product or service is regularly reviewed and may go up or down. Promotional or discounted offers on this site are provided at our discretion. All offers are subject to availability and may be withdrawn at any time. They vary depending on whether you make a booking with us for a Flights, Car Hire, Package Holiday, Accommodation only or other separate travel arrangements, (“Individual Components”). If you book Individual Components with us, we will make the booking as agent for the relevant supplier(s) (e.g. the airline or hotel supplier) and your contract will be subject to the supplier’s own terms and conditions which could limit or exclude liability to you, often in accordance with international conventions. Copies of the supplier’s terms and the international conventions are available on request.

WEBSITE ACCURACY

We endeavour to ensure that the details of all products, including prices, displayed on our websites are accurate. However, given the high volume of flights and other travel products offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors. Whilst we have taken every due care and diligence with the production of our website and price list, there may however be occasions beyond our control where certain fares are withdrawn by the airline. We will not be held responsible if for any reason these fares are withdrawn. No compensation is payable in the event of withdrawal of any fares. Air fares are not guaranteed until tickets are confirmed and purchased. All flight prices are subject to availability and offers may be withdrawn or amended at any time without prior notification. Ours Travel accepts no liability should any such offer be withdrawn or amended.

WEBSITE OWNERSHIP

This site, and each of its modules, is the copyrighted property of Ours Travel Limited and/or its various third party providers and distributors. Much of the content found on this site is owned by third party providers and distributors. None of the content or data found on this site may be reproduced, sold, transferred, or modified without the express written permission of Ours Travel Limited and its third party providers and distributors.

USE OF WEBSITE

You may only use this site to make legitimate reservations or purchases and shall not use this site to make any speculative, false or fraudulent reservation or any reservation in anticipation of demand.

MODIFICATION OF WEBSITE TERMS & CONDITIONS

Ours Travel may at any time modify these terms and conditions.
You will be conditioned to the terms and conditions in force at time of use.

DATA PROTECTION ACT

In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name and address, and any special needs/dietary requirements, etc.We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies, etc. The information may also be provided to security or credit checking companies, public authorities such as customs and immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass any information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary or religious requirements. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.

INFORMATION ON THE SITE

Ours Travel does not guarantee that information on the site (including without limitation prices, descriptions or dates) is free from errors or omissions,
or that it is suitable for your intended use. We will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have
been drawn to our attention. Ours Travel offers all general information on the site for guidance only. We reserve the right to change at any time any aspect of the site or its content, including the availability of any suppliers, features, information or content.

VISAS & PASSPORTS & RETURN TICKETS

Ours Flight store does not offer a visa service.

It is the passenger responsibility to check if visas are required to enter a destination.
It is the passenger responsibility to make sure that their passports are valid to enter a destination.
It is the passenger responsibility to make sure whether visas are required for transit/transfer stops en-route to a destination
The answers to questions regarding visa requirements can be obtained by the foreign embassies
It is the passenger responsibility to make sure they are holding a valid return ticket.
If passengers are only holding a one way ticket into a foreign country – they will be refused boarding. They must buy and hold a return ticket.
Please consult the relevant Embassy or Consulate for up-to-date information when entering a foreign country.
Ours Travel accepts no liability if passengers are refused entry on arrival at their destination.
For up-to-date travel advice and entry requirements can be obtained from the FCO website = www.fetc.co.uk
Recommended inoculations for travel may change at any time and you should consult your doctor, at least 4-6 weeks prior to your flight departure.
You can also find useful health care advice from NHS Choices website.
Ours Travel cannot accept any responsibility or be financially liable if you cannot travel due to passport issues, visa issues, immigration issues or health issues. If for some reason Ours Travel  is fined from a situation relating to passenger Health, Passport, Visas issues etc, customers must agree to reimburse Ours Travel the full amount.

PASSENGERS WITH MEDICAL PROBLEMS

Bookings cannot be made online.
Airline medical forms may need to be completed and signed prior to being accepted on the flight.
Failure to notify the airline of any passenger disabilities will result in the passenger being refused boarding.

PASSENGERS THAT REQUIRES OXYGEN ONBOARD THE FLIGHT

Bookings cannot be made online
Request must be made to the airline at least 72 hours prior to flight departure but no guarantees.

PASSENGERS THAT REQUIRE WHEELCHAIR PRIOR TO FLIGHT DEPARTURE

Request needs a minimum of 72 hours prior to departure. Not always guaranteed by the airline
WCHR – Passengers who can ascend and descend steps and move in the aircraft cabin.
Passengers need wheelchair assistance to and from aircraft.
WCHS – Passengers who need wheelchair for everything except from flight Cabin to Seat.
WCHC – Passengers who are completely immobile and need help all the way.
Please let airline know whether passenger is providing his/her own wheelchair.

PREGNANT WOMEN

Most airlines will decline to fly a passenger if she is beyond 35 weeks of gestation.
Between 28-35 weeks most airlines will require a letter from their doctor to confirm fit to fly status.
All pregnant women must refer to their GP prior to making any travel plans.
All information must be made available to the airlines.

PASSENGERS TAKING MUSICAL INSTRUMENT ON BOARD THE FLIGHT

Request must be made to the airline at least 72 hours prior to flight departure but no guarantees.
Extra seat needs to be booked and paid at the time of ticketing.

PASSENGERS TRAVELLING WITH PETS

Request needs a minimum of 72 hours prior to departure.
This is a specialised area where special containers are required.
Animal documents including passports are required and dimensions of cage. All information must be made available to the airlines.

SPECIAL MEAL REQUESTS

For most European and & Short Haul, & Domestic domestic flights in economy class – meals are not included.
For long haul flights on Low Cost Carriers – flights do not include meals.
For Moslem meal (MOML), Vegan Vegetarian meal (VGML), Kosher meal (KMSL, Asian Hindu Vegetarian meal (AVML), Lacto Vegetarian meal (VLML), Child meal (CHML), Baby meal (BBML), Fruit Platter Meal (FPML), Hindu Meal – requests must be made at least 72 hours prior to flight departure. No guarantees are made but only can be requested

SEAT REQUESTS

Select a seat in advance as soon as possible whether it be an aisle or a window seat in economy.
If the airline cannot offer a seat number in advance – then you must wait until day of check-in.
Seat numbers are allocated on a first come first serve basis on day of check-in approximately 3 hours prior to flight departure.

INFANT FARE

To qualify for an infant fare the baby must be 3 weeks old and be under the age of 2 years old. Infant must sit on the lap of one of parents and does not occupy a seat.

CHILD FARE

To qualify for child fares – this is valid from the age of 2 – 11 years old inclusive.

CODESHARE FLIGHTS

This is a business arrangement where two or more airlines share the same flight.
Each airline can publish and market the flight under its own airline designator and flight number as part of its published time table/schedule. A seat can be purchased on each airline’s official website, but it is operated by only one of these cooperating airlines, commonly known as the operating or administrating carrier.

FREQUENT FLYER

All travellers must declare their Airline Frequent Flyer numbers at time of booking.
The Frequent Flyer number must be entered after the booking is confirmed either online or calling the airline directlyby telephone.

HAND LUGGAGE ALLOWANCE & PERSONAL ITEMS

One cabin bag weight under 7kg.
Cabin bag maximum length size = 56CM
Cabin bag maximum width size = 45CM
Cabin bag maximum depth side = 25CM
The above measurements can be vary for individual airline.
Anything exceeding the above measurements must go inside the aircraft hold.
Musical instruments – May need to purchase a seat – Check with the airline.
Laptop can be used as personal item.

UNACCOMPANIED MINOR BOOKINGS

Forms need to be completed directly with the airline (5-14 years old).

MISCELLANEOUS PRICE CHANGES

At the time of making an online reservation, prices might be changed either by decreasing or increasing the fare. This can happen from time to time. Should the situation arise; you have the choice of either cancelling your flight or rebooking a completely new flight with a new fare. This can only be done if the original booking can be voided the same day as the booking was made.

CHECKED LUGGAGE ALLOWANCE

Low Cost Airlines do not offer free luggage allowance.
Some scheduled airlines do not offer free luggage allowance for domestic and short haul flights within Europe.
Some scheduled airlines do not offer free luggage allowance to USA & Canada.
It is Passenger’s responsibility to check with the airline luggage allowance policy.

LOST LUGGAGE AT THE AIRPORT

Any lost items, please inform the airline immediately.
If the airline is not in possession of your bags following a search, you must report to the local Police.
Many travel insurance that can cover your lost of monies, personal items, etc, please retrieve your
travel insurance policy and make contact with the travel insurance company immediately.
In the meantime always keep copies of original receipts that you need to purchase items in an emergency.

FOREIGN & COMMONWEALTH TRAVEL ADVICE

Any issue regards to travel information on destinations, which includes information on destinations, passports, visas, health, safety and security. Please click on the link https://www.gov.uk/foreign-travel-advice.

BEHAVIOUR

You accept responsibility to ensure that you & the members of your party do not behave in a way which causes offence to others or risks any loss or damage to property belonging to others. Payments for any such damage or loss must be made at the time direct to the accommodation owner or manager or other supplier. You indemnify us against any claims (including legal costs) subsequently made against us as a result of your actions. We expect all clients to have consideration for other people. If in our reasonable opinion or in the opinion of any other persons in authority you are behaving in such a way to cause or to be likely to cause distress, danger or annoyance to any third party or damage to property, we reserve the right to terminate your arrangements without notice. In this situation any bookings with us, including your return transportation arrangements, will immediately cease and we will not be responsible for paying any costs, expenses, refunds or compensation.

COMPLIANCE WITH LOCAL LAWS

It is also your responsibility to comply with the laws, customs, foreign exchange and the drug regulations of the countries visited. We and/or our representatives reserve the right to cancel your holiday at any time if in our reasonable opinion you are found to be behaving in a socially unacceptable manner or indulging in illegal activities, without any liability to you for any refund and legal claim.

WEATHER CONDITIONS

Passengers must travel to the airport as normal despite weather forecast warnings.
Online checkin is recommended; for clarifications of flights delays/cancellations, please contact the airline directly.
There might be no show penalty involved, if you failed to attend check in desk before flight departures.
Airlines and Ours Travel are not responsible or liable for delays or cancellations due to bad weather.
Any claim for compensation must be addressed direct to your travel insurance.

FORCE MAJEURE

We will not pay you compensation and will not be held responsible, if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, civil strife, industrial dispute including air traffic control disputes, terrorist activity and its consequences, natural and nuclear disaster, fire or adverse weather conditions, epidemics & pandemics, unavoidable technical problems with transport, closure or congestion of airports or ports and all similar events outside our or the supplier(s) concerned control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. You can check the current position of any country by telephoning the Foreign and Commonwealth Offices Travel Advice Unit on 0845 850 2829 or by visiting https://www.gov.uk/foreign-travel-advice.

ENTERING PASSENGER NAMES USING ONLINE BOOKING ENGINE

Passenger names entered must be the same spelling as per their passport.
Entering long names- Enter full first and family name with initials for middle name.
Tickets issued under incorrect spelling/sex/title needs to be rebooked and reissued again with additional airlines penalty.

TICKETS ISSUED WITH INCORRECT PASSENGER NAME

All E tickets must be checked during customer services opening hours same day as the ticket is issued.
Passengers will be refused boarding with incorrect name; it is passengers responsibly always check your inbox or junk emails.
Failure to correct errors will result in penalty charges; all airlines charge for name corrections.
In the event of non changeable/refundable tickets, some airlines will not permit for name changes.
Ours Travel applies admin charges of £20 on top of the airline charges; Ours Travel will not be liable for passenger incorrect name on the ticket.
Name change procedures involve cancelling the original booking and re-booking new itinerary. If the original fare is not available, the booking will on wait-list request. If the airline cannot confirm original fare booking class, passenger will have no alternative but to issue higher fare.

Making An Online Booking

This website is expressly conditioned on your acceptance of the fare rules of your booking.
It is the customer’s responsibility to enter all their details correctly on the online booking form; this includes the travellers’ names and itinerary. Once Information is entered on the online booking form they are processed automatically. Ours Travel holds no responsibility for any discrepancy whatsoever. For any discrepancy, it will lead to additional costs and forward back to the customer. Please make sure the debit or credit card you are using is your own, if it is a third party’s card you must have their authorisation to use their credit or debit. A confirmation email will be sent to you thereafter. Ours Travel is free from infection or viruses and is not liable for disruptive effect on your PC or Laptop.

ONLINE BOOKING PROCEDURES

1) Please read our full terms and conditions on our website first prior to making an online booking.
2) Make an online booking/request; once you select an itinerary please read through booking conditions and fare rules.
3) Please make sure that passenger name spellings are correct and match travel documents.
4) Please make sure that you book the correct travel dates.
5) Please make sure that you book the correct destination.
6) After complete payment, you have entered into a legal contract with Ours Travel and you have read/understood Ours Travel’s terms and conditions.

Telephone Bookings

Ours Travel requires full names of travellers, travel dates , preferred airlines , routings , and budget possible.
Telephone request must be followed by email confirmation regards to names spelling, travelling dates of travel and destination.
For each traveller you must specify passenger type whether each traveller is a adult/ child/an infant, date of birth must be specified if the traveller is a child or an infant. For US booking, please also specify the nationalities of each passenger and it is your responsibility to make sure that each passport is valid at time of travel.
It is also the passenger’s responsibility to check whether visas status to enter a destination or during transit stopover.
Booking for third party, you must have the travellers authority to book on their behalf to use their debit or credit card and that sufficient funds are available.
Debit or Credit card Payments must be paid online. Our Customer service will email you our payment link to complete all formality immediately.
Once payment has completed, E-ticket will automatically issue and email to passenger final confirmation within 2 hours.
If final confirmation has not been received, client must contact our customer service team by 1730pm before business hour closes.

CHECKING BOOKING CONFIRMATION

Once email confirmation is received, it is the passenger responsibility to check through all details.
Ours Tarvel will not be responsible or financially liable for passengers who do not check their itineraries and passports thoroughly.
If passengers arrive at the airport without ticket numbers stated on their E ticket, which means bookings are not ticketed. Passengers must purchase new tickets with current fare.

Making Amendments
All alterations/cancellations must be confirmed in writing. Ours Travel service charges will apply to amendments or cancellations.

Reimbursements
Ours Travel will not reimburse passengers without prior agreement.

WE STRONGLY RECOMMEND THAT YOU TAKE OUT APPROPRIATE INSURANCE TO COVER YOU FOR SITUATIONS WHICH MAY REQUIRE YOU TO CANCEL OR CHANGE YOUR TRAVEL ARRANGEMENTS.

OURS TRAVEL NOT A 24 HOUR OPERATING TRAVEL COMPANY

Online Flight bookings can be made 365 days a year but Customer Service are not open 365 days per year.
Customer Service Opening Hours:
Monday – Friday 0930AM – 1730PM
Saturday and Sundays closed

DENIED BOARDING, CANCELLATION OR FLIGHT DELAYS

Under European law 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 of these rights will be publicised at European airports and will also be available from airlines. However reimbursement in such cases is the responsibility of the airline. If your airline does not comply with these rules you should complain to the Civil Aviation Authority Council on 020 7453 6888 (Consumer advice line Monday to Friday, 9.00am to 2.30pm) or at the website www.caa.co.uk.

FLIGHT COUPON SEQUENCE

Airlines require passengers to travel as per the itinerary shown on the ticket, from the place of departure via any agreed connecting points to the final destination, and vice versa. Each segment of the journey is linked to a specific segment on an electronic ticket. If all the segments are not used in sequence, the ticket will be suspendered and its validity. If you decided not to follow the flight coupons in sequence order, please contact customer service team to reissue your ticket. Otherwise booking will become invalid and all reservations will be automatically cancelled by the airline.

RECOMMENDED AIRPORT CHECK-IN TIMES

For Long haul/Intercontinental flights – Check -in = 3 hours prior to departure.
For European and short haul flights. – Check-in = 2 hours prior to departure.
For Domestic Flights – Check in = 1 hour and 30 minutes prior to departure.

MISSED FLIGHT DEPARTURE:

Any reason for passengers who failed to arrive on time at check-in desk caused No Show, please contact carrier or Ours Travel immoderately. No Show and reissue fee will be apply; the current ticket will become suspendered.

MISSED FLIGHT DEPARTURE WHILST STILL IN AIRPORT TRANSIT

This refers to passengers who have missed their flight departure whilst in Duty Free.
All passengers must report to the airline locally immediately.
Reservation/tickets reissue can only be made by the airline directly at local office.

PARTIALLY USED TICKETS

For all partially used tickets are non endorseable and non-refundable. Unused airport tax might be able to apply refund only.

TICKET VALIDITY

This can vary from either 1 month/ 3 months/ 6 months or 1 year.
Tickets are valid from the first date of departure.

USING COMBINABLE TICKETS

As tickets are not ticketed through fare, it is passenger’s responsibility to make sure enough connecting transit time at airport.
Carrier is only responsible from the point of origin to the destination on their ticket; and any schedule change is not responsible for onward travel arrangements.
Purchase travel insurance is recommended, in order to protect passenger from such circumstances.

CREDIT CARD PAYMENTS

1) There is no extra surcharge for all credit card payments.

TICKET & TAX REFUND APPLICATION PROCEDURE

If you wish to cancel your booking and to claim a refund, please contact us during our business opening hours. We will respond with an amount of refund; procedure can take between 3-5 working days.

FLIGHT RECONFIRMATION 24 HOURS HOURS PRIOR TO FLIGHT DEPT

Schedule changes and cancellations can happen at the last minute; online checkin is recommended. Failure to online checkin may result in missing your flight departure; Ours Travel is not financially liable for passengers who failed to reconfirm their bookings.

PURCHASING ONE WAY TICKETS

Please make sure that you have onward reservations and ticket before exiting the country.
Failure to show proof of travel document proof will result in being refused boarding.

AIRLINE SCHEDULE CHANGES OF 6 HOURS OR MORE

Schedule changes of 6 hours or more or with no same day connecting flight, customer service team will need to get the airline authority first to offer options for passengers.

SEVERE ILLNESS OR DEATH OF FAMILY MEMBER

Travel insurance will be able to cover illness or unfit to travel.
Most of carriers offer refund to Death certificate; this relates to immediate family members only.                                                    Applying full refund requires following supportive documents:
1) Original copy of date of birth certificate
2) Original copy of death certificate
3) Original Copy of marriage certificate.

COMPLAINTS

If you have experienced a problem, please do contact us by email sales@ourstravel.com with the full details of the complaint including your booking reference number and travel dates. The maximum time frame for a complaint to be lodged is 30 days after completing your return journey. Complaints will not be responded if the time frame is more than 30 days after completing your return journey.

HOTEL BOOKINGS TERMS & CONDITIONS

All hotel prices are subject to availability and offers may be withdrawn or amended at any time without prior notification. Ours Travel accepts no liability should any such offer be withdrawn or amended.
The following hotel booking conditions form the basis of the contract between you and Ours Travel. The contract shall be governed in all respects by English Law and shall be subject to the exclusive jurisdiction of the English Courts. These terms and conditions constitute the terms upon which Ours Travel Limited has arranged the provision of accommodation only for you. These terms refer to all bookings made by telephone, fax, e-mail or via the online booking system. Please check your documentation carefully as soon as you receive it, if there are any incorrect informations, please ensure you notify us immediately, as it may not be possible to make changes later on.

LINKS

Ours Travel website contains links to websites owned and operated by third parties. Such linked websites are not controlled or maintained by us.
Ours Travel has no responsibility in relation to the accuracy, completeness and quality of the information contained within them.

HOTEL FACILITIES & PRICING DESCRIPTION ON WEBSITE

Whilst we have taken every due care and diligence with the production of our website and price list, there may however be occasions beyond our control where certain facilities / room types are withdrawn by the accommodation providers. We will not be held responsible if for any reason these facilities / room types are withdrawn. No compensation is payable in the event of withdrawal of any facilities / room types.

OUR RESPONSIBILITY TO YOU FOR YOUR HOTEL BOOKING

As we are acting only as a booking agent we have no liability for any of the accommodation arrangements and in particular any liability for any illness, personal injury, death or loss of any kind, unless caused by our negligence. Any claim for damages for injury, illness or death arising from your stay in the accommodation, must be brought against the owner of the accommodation and will be under the jurisdiction of the law of the country in which the accommodation is based.

HOTEL ROOM TYPES

A “Double room” does not guarantee a double bed; a Double room means a room for 2 persons, furthermore, please note a room sold as “Twin Room” does not guarantee twin beds.
A “Triple/Family Room” means a room for 3 persons.
A “Quad room” means a room for 4 persons.
If you require either (1) Double bed in the room, or (2) single beds in a room, please REQUEST them at the time of booking.

HOTEL PRICES

Prices are subject to change, however once a booking is made and payment received in full, the price of the accommodation will not be subject to any changes.

HOTEL STAR RATINGS

Star ratings are used to symbolize the overall quality, level of service, food standard and range of facilities available in any given hotel property. The criteria applied within each country will vary depending on the specific requirements established by the relevant issuing body and are provided to you for information purposes only. They are not a guarantee or warranty of any kind by Ours Travel.

HOTEL FACILITIES

Please read the description of the hotel for other hotel policies applicable to your stay. You must be at least 21 years of age to check in to hotels.
Please note that the hotels booked by us for you are not exclusive to Ours Travel. We are not responsible for any limitation in facilities because of other hotel guests or their activities. Ours Travel does not take responsibility for hotel content (including images, facility listings, etc.) displayed on our website. Hotels may change facilities and property features without prior notice to Ours Travel and it is the customers’ responsibility to confirm facilities directly with the hotel at the time of travel.

HOTEL LOCAL TAXES NOT INCLUDED IN HOTEL COST

Please note that there may be taxes levied abroad but not paid at the point of purchase that are payable in relation to your hotel booking e.g. local taxes, sales tax etc. Any local taxes will be payable by you directly to the hotel at the time of check in / checkout.

HOTEL DESCRIPTIONS AND PHOTOGRAPHS

All pictures and descriptions are displayed in good faith. However in certain circumstances beyond our control accommodation descriptions may be affected, such as sea views, which may be obscured by greenery, such as trees. We try to maintain up to date information on any changes and therefore all details printed should be regarded for general information only. Accommodation categories and star ratings shown on the website are provided by the accommodation, however standards can vary between accommodations of the same class in different countries, it is therefore important that the accommodation details are read in full.

HOTEL ACCOMMODATION

All accommodation is reserved exclusively for use by the person named as the lead passenger plus the total number of passengers, whether adults or children, as shown on the Invoice / Accommodation Voucher. Unauthorized occupancy may result in the accommodation refusing occupation with immediate cancellation and loss of all monies paid. Most accommodation is sold on a twin/double room basis, however most properties have more twin rooms than doubles. If a double bed is requested please be aware that this may be two single beds pushed together. Additional beds for triple/quad rooms could either be a pull out sofa bed, foldable bed, rollaway beds, or bunk beds. Self-Catering properties usually do not offer a choice of bed type. Some properties impose a minimum number of nights per stay and bookings may incur a surcharge if less than the minimum period allowed.

HOTEL GROUP BOOKINGS

Parties of 9 rooms or more are classed as a group booking and must not be split into multiple smaller bookings.

HOTEL CHECK-IN/CHECK-OUT

Check-in is normally around 15.00 onwards on the day of arrival.
Check- out is normally 11.00 hours on the day of departure.

HOTEL LATE ARRIVALS

On occasions there may be delays or missed departures, due to the failure of transportation or other circumstances. We cannot be held liable if the accommodation is not available on arrival unless the Property is notified directly using the telephone number provided on the voucher. Refunds will not be given for any no shows.

HOTEL BUILDING WORK/RENNOVATIONS

Due to continuous re-development throughout the world there is always going to be some building work going on somewhere. Provided that we are made aware by the Property that any such work is liable to interfere with the enjoyment of your holiday, then we will advise you accordingly. However please be aware that the accommodation has no liability to inform us of any building work in the surrounding area outside their property.

HOTEL CANCELLATIONS & ALERTERATIONS BY GUESTS

If you or any member of your party wishes to cancel or alter a booking, written notification must be given to Ours Travel Limited. The date of cancellation will be the date we receive the written notice. In the event of cancellation, the following cancellation charges will apply.

Your hotel is supplied by third party agencies. These third party agencies will have additional cancellation policies that may be applicable and in addition your chosen hotel will typically have its own cancellation policy. Ours Travel will pass on any such policies or charges that the hotel or third party agency has imposed in relation to cancellation to the customer.
Refunds inevitably take some time to process and you should allow 3-5 working days for the payment to be received back and refunded to the original payment methods.

In the event that we are required to apply the results of compensation claims from airlines or other suppliers, we reserve the right to charge a handling fee to cover additional resources needed to process these.

HOTEL OVERBOOKED ON ARRIVAL

In very unlikely event of over booked, hotel may not honour a confirmed booking, this is beyond our control and hotel will arrange alternative accommodation for guests. Ours Travel Limited accepts no responsibility in respect of any costs, losses or damages that may be incurred in connection with any confirmed booking cancellations, since such cancellation is outside the control of Ours Travel.

HOTEL COMPLAINTS

In spite of detailed planning it is recognised that occasionally problems do occur. If you incur any problems during your trip, it is essential that you bring to the attention of the supplier/customer service team as soon as possible, it occurs to give us a chance to investigate and rectify. In most instances, any necessary remedial action may be taken immediately and your holiday should continue unspoilt. If the problem cannot be rectified, you must Contact Us, in writing within 28 days of your return. If you do not raise the matter during your trip, this will affect any later claim you may make.

HOTEL SPECIAL REQUESTS

We will always where possible pass on any requests to a Hotel / Property but no guarantee can be given that a request will be honoured, therefore any reservation made, will not be conditional upon the confirmation of a special request.

LAW

These booking terms and conditions are governed by English law and the courts of England and Wales have non-exclusive jurisdiction. Additionally your accommodation booking may also be subject to local laws, customs and sensitivities, which may change from time to time.