We are Tailor Your Holiday Limited, a company incorporated in England and registered with company number 11278901 whose registered office is at 29 Mallard House Business Centre The Street, Little Bealings, Woodbridge IP13 6LT (referred to in these terms and conditions in the first person plural). We are specialist travel organisers and our business operates out of the United Kingdom.
These Terms and Conditions alone represent the entire agreement between us and those booking holidays with us (referred to throughout in the second person) These Terms and Conditions do not affect your statutory rights. We reserve the right to change the Terms and Conditions at any time. The Terms and Conditions constitute the entire agreement and understanding between us and any client in relation to their subject matter. If any part of our Terms and Conditions is found to be invalid or unenforceable, the remainder of them will not be affected and will remain valid and enforceable.
In all cases where a person makes a booking for himself and/or on behalf of others, such person shall:
- Be of 18 years of age at the time of booking;
- Be responsible for ensuring the accuracy of the personal details or any other information supplied in respect of himself and any other client travelling on such booking.
- Be responsible for notifying us prior to the time of booking by calling /emailing us any personal circumstances pertaining to a person included in the booking including, without limitation, whether any such person is not self-reliant or is a person with reduced mobility.
- Be responsible for passing on any information regarding the booking or any changes made in relation thereto, to all passengers travelling on such booking.
- Accept the Terms and Conditions on behalf of all passengers travelling on such booking.
The prices stated on our homepage are inclusive of all fixed, non-optional applicable taxes, supplements, fees and charges. We reserve the right to increase or decrease price, at any time, without notice. If a price decreases after you have made your booking, we are unable to refund any difference between the fare paid and any lower price, which may subsequently become available.
All holidays are subject to availability. Your booking is an offer to purchase our holiday services and we reserve the right to refuse or accept any such offer. A legally binding contract will be formed when we send you the Booking Confirmation with your booking reference by e-mail, fax or post. If any detail on the Booking Confirmation is not correct you must tell us as soon as is reasonably possible and it is your responsbility to ensure that all infomration contained in the Booking Confirmation is true and accurate. If there is an obvious error on the Booking Confirmation we reserve the right to correct it as soon as we become aware of it and we will do this within 7 days of issuing the Booking Confirmation or, if your departure is within 7 days, no later than 24 hours before you go.
Full payment is required as soon as you confirm your booking. Payment is by credit or debit card only. Payment by credit card attracts a fee, the amount of which will be displayed in the booking summary, before you are asked to confirm your booking. All bookings are non-refundable. If your booking is not accepted by our not issuing a Booking Confirmation your payment will be refunded in full.
The stated prices of our holidays do not include:
• Visa fees, travel costs or any associated charges, personal expenditure, hotel extras or gratuities
• Taxes or compulsory charges introduced by any government, regulatory or other bodies
• Holiday insurance
Health and Indemnity Form (H&I)
In your confirmation of booking email, you will receive a link to our online Health & Indemnity form. The information in the H&I form will enable your instructors to offer you the safest and most appropriate Pilates and yoga practice for your current level of health and fitness. The form is a prerequisite to your stay and attendance is subject to the completion of this form which is also a condition precedent to your contract with us. It is solely your responsibility to ensure that the H&I form is completed timeously so please ensure you complete it as soon as you receive the link. Based on information provided in the H&I form, you may be required to submit medical documentation to support that you are fit and healthy to participate in this retreat. If a medical report satisfactory to us is not received at least 10 days prior to your departure, we reserve the right to cancel your booking. Please note that our minimum age requirement is 18 years of age but we have no maximum age requirement.
Please ensure that you have full travel insurance to cover the activities of this holiday. We strongly recommend that you obtain appropriate travel insurance at the time of booking to cover cancellations or loss of items and medical expenses. We will not be liable for any loss or damages incurred through circumstances beyond our reasonable control. We do not accept liability for loss or damage to your personal property or any medical condition, which may develop during or after your holiday. Your travel insurance should cover these and any other contingencies.
We take reasonable care to ensure the accuracy of the information contained in our brochures and on our website. We are not responsible for the content, policies and services of any brochures or websites issued by any other party.
We will try to ensure that the programme set for the year will remain as such but if, for any reason, an instructor becomes unavailable, we shall replace them with an equally suitable teacher. Wherever possible you will be advised in advance of any alterations to the schedule once booked.
We are not responsible or liable for bodily injury, death, loss of or damage to personal property caused by any matters beyond our control including, but not limited to, acts of God, war, threat of war, closure of airports, civil strife, natural disasters, adverse weather conditions, accidents or any other events beyond our control.
In all other circumstances, our liability for any loss to person or property suffered by you or any or your party shall be limited to that person's cost of the holiday booked with us.
We will not be liable for any loss to person or property suffered by you or any or your party caused by that person's own conduct.
If you book via our website or have opted in other circumstances for us to contact you via e-mail, we will communicate with you using the e-mail address you have provided. To provide your e-confirmation, e-ticket, e-cancellation, we will assume that your e-mail address is correct and that you understand the risks associated with using this form of communication.
Your personal data is protected by the EU General Data Protection Regulation. We are a data controller of your personal data. We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data, which is appropriate to the harm that might result.
You may ask us at any time what personal data of yours is being held or processed, for what purpose and to whom it may be or has been disclosed. You may also withdraw your consent to receiving marketing material or other communications from us at any time by unsubscribing to our e-mails or otherwise contacting us. Please also let us know if you believe the personal data we are holding is inaccurate, out of date or incomplete. You may contact us by e-mail firstname.lastname@example.org or post to Data Controller, Tailor Your Holiday Limited 29 Mallard House Business Centre The Street, Little Bealings, iWoodbridge IP13 6LT. If you have any complaint about the way in which your personal data has been dealt with, please let us know by e-mail to email@example.com We will investigate and respond to you as soon as we reasonably can. If you remain dissatisfied, you may complain to the Information Commissioner's Office – please refer to www.ico.org.uk.
Updating our Terms and Conditions
We reserve the right to update and/or alter these terms and conditions at any time, and it is your responsibility to be familiar with them prior to booking with us. The latest terms and conditions can always be found above and will supersede any previous versions.
The contract between us will be construed and governed by English Law and the English courts shall have the non-exclusive jurisdiction to in relation to any matter arising out of or in connection with such contract.
The arrangements we offer are planned many months in advance and while it is unlikely that we will have to make any changes to them, we must reserve the right to do so. Most of such changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of guests required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than eight weeks before your departure date, except for reasons of force majeure (see definition below) or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause. Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us.
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. This policy has been designed to provide guidance on the way, we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
• You are aware of our complaint lodgement and handling processes,
• You understand our complaints handling process,
• Your complaint is investigated impartially with a balanced view of all information and evidence,
• We take reasonable steps to actively protect your personal information
• Your complaint is considered on its merits considering individual circumstances and needs.
In this policy a complaint means an expression of dissatisfaction by a customer relating to a service provided by us.
How a complaint can be made:
If you are dissatisfied with a travel service provided by us, you can lodge a complaint with us in one of the following ways:
• By writing to us at 29 Mallard House Business Centre, The Street, Little Bealings, Woodbridge, Suffolk, United Kingdom, IP13 6LT
• By emailing us at firstname.lastname@example.org
Our complaints handling process is free of charge.
The information you will need to tell us
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary.
To help us investigate your complaint quickly and efficiently we will ask you for the following information:
• Your name and contact details
• The name of the person you have been dealing with about your travel service
• The nature of the complaint
• Details of any steps you have already taken to resolve the compliant
• Details of conversations you may have had with us that may be relevant to your complaint
• Copies of any documentation which supports your complaint.
Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance please inform us of this at the time you are lodging your complaint.
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us. As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues. If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure. Where a third -party travel supplier was involved in your travel services, we may be required to speak with them to fully investigate your complaint.
Our complaint process:
• We acknowledge – within three business days of receiving your complaint we will acknowledge receipt of your complaint.
• We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
• We investigate – within 10 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that could assist us in investigating your complaint.
• We respond – Following our investigation we will notify you of our findings and any actions we may have taken regarding your complaint.
• We act – where appropriate we amend our business practices or policies.
• We record - we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
We will also treat our staff member objectively by:
• informing them of any complaint about their performance,
• providing them with an opportunity to explain the circumstances,
• providing them with appropriate support,
• Updating them on the complaint investigation and the result.
Our complaint escalation process
- Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
- If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.