Agency Terms of Business

Introduction

The following agency terms of business ("Agency Terms of Business") apply to all bookings. Those that do not include a flight are made through Alpha Holidays Limited ("Alpharooms").

Where the arrangements do include a flight then these are made through Truly Travel (IRE) Limited which hold a CAR Licence TA0771 issued by Commission for Aviation Regulation. When you make a booking we will arrange for you to enter into contracts with the providers of the services, including but not limited to accommodation providers, transfer providers, car hire companies, airlines, tour operators and attraction providers ("Travel Provider"). Once a booking is completed and a contract is in place, it is the Travel Providers responsibility to provide you with what you have booked and it is your responsibility to pay for the services as per the terms of your booking.

For bookings with most airlines we will act only as your agent in making your booking. For all other bookings we act as the agent of the principal who is the Travel Provider. Alpharooms.com is a trading style of Alpha Holidays Limited and Truly Travel (IRE) Limited. Each product we offer is priced and sold individually. If you buy several products from us the total price will always equal the sum of the individual prices. Where you buy more than one product from us at the same time, for example a flight and a hotel, even though they may be linked to the same dates of travel, they do not constitute a package as defined in the Package Holidays and Travel Trade Act 1995) 

As an agent, we accept no responsibility for the acts or omissions of any principal or any of its employees, agents, suppliers or sub-contractors or for the services provided by any principal. The terms & conditions of the principal who provides your confirmed arrangements will also apply to your booking. These are available on request and we advise you to read them carefully as they do contain important information about your booking and may limit or exclude the principal's liability to you. These booking conditions apply to all types of booking made with us except where otherwise specifically stated.

NB Where you have provided us with an e-mail address by which we can contact you (for example to send you an e-ticket etc) you must check your e-mails on a regular basis. You must ensure that the e-mail address you have provided us with is correct and does not contain any typos or other errors and inform us of any changes.

The Agency Terms of Business below are in addition to the terms and conditions provided by or on behalf of the Supplier/Principals. Where there is a conflict between the Agency Terms of Business and the terms and conditions provided by or on behalf of the Supplier/Principals, the terms and conditions provided by or on behalf of the Supplier/Principals will prevail.

Low cost airlines: For most flights operated by low cost airlines, we will make full payment at the time of booking direct to the airline using your credit or debit card. The payment will be processed by the airline who will then issue you with a confirmed ticket immediately upon receipt of payment, which we will forward on to you. However, except as set out in clause 18, our obligations are limited to making your booking with the airline and passing on to you the confirmed ticket which we receive. We will have no liability for the performance or non-performance of the flight or any other services provided by the airline or for the acts and/or defaults of the airline or any of its employees, agents, suppliers or subcontractors.

  1. Making your Booking: During the booking process the key details of your booking will be confirmed to you. We will then proceed to confirm your booking with the Supplier/Principal(s).

By making a booking, the first named person on the booking (the "Lead Passenger") agrees that they:

  1. are authorised to make the booking on behalf all persons named on the booking and by the parent or guardian of any party members who are under 18 years of age when the booking is made. By submitting the booking the Lead Passenger confirms that he/she is so authorised;
  2. consent to our use of your information in accordance with our Privacy Policy;
  3. are over 18 years of age and resident in the Republic of Ireland or Northern Ireland and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;
  4. accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking
  1. Low Cost and Scheduled Airline Bookings: For bookings with low cost and most scheduled airlines we will act only as your agent in making your booking.

We will purchase the flight seats on your behalf directly from the airline, using the payment details you provide. Where you have used a credit card to book this normally offers you protection under the Consumer Credit Act in the unlikely event of the airlines failure. In processing your payment you may see two separate transactions on your card statement one will be for the cost of your flights with the airline and the remainder will be your payment to Alpharooms including our service fees.

Please note that all low cost and scheduled airline flight bookings are non-refundable.

No tickets will be issued for low cost or scheduled flights. You should use the confirmation number which will be emailed to you with your booking details to log onto the airlines website and obtain your flight documentation.

All flights will be subject to the relevant international conventions which govern air travel and the airline's conditions of carriage which limit liability to you. Copies are available on request.

  1. Split/Connecting Flights:Please note that where you have connecting flights on one booking, or where you have different carriers or locators (bookings) for your outward and return flights, cancellation or refund of one flight may not necessarily result in cancellation/refund of the other flights on your booking. Since we only act as an agent in the sale of flights, you will need to contact the airlines concerned for further information if you're concerned about this.
  1. Our Responsibility for your Booking: Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any 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 the commission we earn on your booking (or the 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 that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Any claim for damages for injury, illness or death arising from your travel and accommodation arrangements, must be brought against the Supplier/Principal in question.

  1. Paying for your Booking: Unless otherwise advised, payment in full is required by the Supplier/Principal at the time of booking.

In some circumstances (typically, accommodation bookings made 9 weeks prior to departure and car hire bookings) the Supplier/Principal may only require a deposit at the time of booking. In such circumstances you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier/Principal who may cancel your booking and charge the cancellation fees set out in their booking conditions.

Non-refundable rooms will require full payment at the time of booking.

In relation to accommodation bookings made more than 9 weeks prior to departure, some of our Supplier/Principal(s) offer the following payment terms. Where such terms are available, we will inform you at the time of booking:

(A) Flexible Payments Plan

Deposits 

If the value of your accommodation booking is more than €100 and 9 weeks away, you can secure your accommodation booking, and any airport transfers you have booked, with a 20% deposit. This consists of an initial minimum payment of €1 at the point of booking, and a second payment 28 days later. This second payment will be the deposit balance, equivalent to 20% minus the initial payment.

Overall Balances

The overall balance of your accommodation booking, and any airport transfers you have booked, is due 4 weeks before you travel. If this final payment is not paid by this date we will notify the Travel Provider(s) and your booking will be cancelled. In the event of cancellation you will be subject to our standard cancellation terms.

We reserve the right to collect the overall balance, on behalf of the Supplier/Principal automatically 6 weeks before your travel date using the payment method last used to make a payment, along with any applicable fees.

(B) Monthly Payments Plan

Deposits 

If the value of your accommodation booking is more than €100 and allows a minimum of 2 monthly payments, you can secure your accommodation booking, and any airport transfers you have booked, with the initial €1 deposit and the first monthly instalment on the 1st of the month after your booking date. This consists of an initial minimum payment of €1 at the point of booking, and a second payment on the 1st of next month. This second payment will be the monthly instalment for the hotel amount plus any applicable payment fees.

Overall Balances 

The overall balance of your accommodation booking, and any airport transfers you have booked, is due in equal monthly instalments on the 1st of every subsequent month. The final payment consisting of the final hotel monthly payment plus any applicable fees is due on the 1st of the month 4 weeks before you travel. If any of these monthly payments, or the final payment, are not paid by their respective due dates we will notify the Travel Provider(s) and your booking will be cancelled. In the event of cancellation you will be subject to our standard cancellation terms.

We reserve the right to collect the balances automatically on these dates using the payment method last used to make a payment, along with any applicable fees.

(C) Low Deposit / Instalment Plan

With the low deposit plan, you can book ahead and secure your perfect holiday from as little as €49 per person. Where you opt for the instalment plan, after payment of the deposit, the remaining balance will be taken in instalments with the final payment being taken between 14 and 4 weeks before your departure date depending on the arrangements chosen.

All agreed payment instalment details will be available to view once you log into the “my booking” page on our website. You will also find these details on your payment summary sent to you at the time of booking.

Please note the low deposit scheme is only available on certain bookings. Usual credit card fees would apply to each transaction, please check with the sales team for more details.

Non-refundable rooms will require full payment at the time of booking.

  1. Credit Card Charges: Bookings and balance payments may be subject to a processing fee, where applicable, as detailed in the table below:

Payment type

Processing Fee

Credit cards

2.5%

Debit cards

FREE

PayPal

1.99%

American Express cards

3%

Prepaid MasterCard’s

FREE

Credit Card Fraud Protection

Your payment will be handled by our payment provider. If we suspect a fraud, we reserve the right to cancel a transaction for security purposes.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. A credit check is not performed and your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Irish Data Protection Act of 2003.

  1. Discount and Promotion Vouchers: If you possess a discount voucher or promotional code entitling you to either a fixed amount or percentage off your booking this amount will be deducted at the final stage of your booking before any payment is taken. The value being discounted will clearly be shown to you as well as the balance that will be taken via your chosen payment method.

Discounts will only be made against the relevant component of your booking and any further components, administration fees and processing fees will not be discounted. Certain products and services cannot be discounted. By entering your discount or promotion code on the search form these will be excluded from your results.

In the event that your discount is more than the total value of your travel arrangements the balance of the voucher or promotional code will not be refunded and will become forfeit.

  1. Confirmation of your Booking: At the time of booking you will be issued with an email confirming receipt of your booking. This e-mail will simply confirm receipt of your booking request and will not amount to a confirmation that your booking has been confirmed.

Your booking will be confirmed and a contract will come into existence between you and the relevant Supplier/Principal(s) when we have received the required payment and issued you with a confirmation invoice, on behalf of the Supplier/Principal(s). This is confirmation of your booking.

Please note that we do not issue invoices in circumstances where your booking requires payment to be made directly to the Supplier/Principal (such requests should be made of the Supplier/Principal during the course of your stay). Furthermore, a payment made at the time you are making your booking does not in itself mean that your booking is confirmed. We make live, and often non-refundable, reservations with Supplier/Principals for which we need to have the security that we have appropriate payment from you. Your initial payment to us gives us your authority to confirm your booking with the Supplier/Principals. If in the short period between us taking your payment and seeking to confirm you’re booking with the Supplier/Principal the product has become unavailable and we cannot book an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. Please note, however, that this refund will only apply to the product which is unavailable and any other bookings will not be affected. You will still be committed to any other products which were booked for travel at the same time.

  1. Documentation: All relevant documentation (itineraries, invoices and all vouchers including flight tickets) will normally be sent to you via email. In the rare cases where documents cannot be sent electronically they will instead be sent by first class post. Any documents sent by post will be despatched 2 weeks prior to your departure date and is assumed to be received once sent by us. Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued you will be responsible for all related costs. Other delivery options are available but are subject to the payment of an additional charge.

For attraction tickets full instructions will be given with the voucher as to how they should be redeemed.

On receipt of any documents please check that all names, dates and timings are correct and advise our Customer Services team immediately of any errors. Please ensure in particular that the names given are the same as in the relevant passport.

Please note that any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Supplier/Principal.

Alpharooms will not be responsible for any information or documents that you do not receive, as a result of your failure to provide a valid e-mail address. We will also not be responsible if our email is delivered to your spam folder. We undertake reasonable measures to ensure this doesn't happen but it is your responsibility to regularly check your spam folder.

  1. Pricing: Prices are quoted in the currency you choose. We reserve the right to change prices at any time before you book.

The exchange rates shown on this site are provided for guidance only and are only relevant at the time of booking. If, for a relevant hotel booking, you choose to pay at the hotel then the applicable exchange rate will be that for the day on which payment is made.

Prices do change from time to time and can go up as well as down. You will be able to determine the up to date price for your chosen services prior to confirming your booking.

Please note that the Supplier/Principal(s) of most flight, accommodation, transfer and attraction ticket guarantee that once you have made your booking for their products (errors and omissions excluded), they will not increase the price of your booking. If the price decreases, you will however not be entitled to any refund. Some of these Supplier/Principals do however reserve the right to increase prices in the event of retrospective increases in VAT or other Government taxes.

For car hire bookings the base price is similarly likely to be fixed by the Supplier/Principal at the time of booking. Some car hire bookings are however subject to local taxes which are levied at the applicable rate of tax at the start of the rental period. The cost of these local taxes cannot therefore be fixed in advance.

For accommodation bookings in some destinations there are additional taxes which can only be paid locally. These are not included in the prices shown on our website.

  1. Amendments by you: An amendment request will only normally be accepted by the Supplier/Principal up to and including 7 days prior to travel. Amendments closer to departure may be possible however this will need to be confirmed with the Supplier/Principal on a case by case basis. In addition your amendment request will be subject to the terms outlined below. Please note that some amendments involve rebooking at current prices in which case any costs due to fluctuating prices and availability will be chargeable in addition to the standard charges outlined.

All amendment requests must be made directly to us in writing or by using ‘My Account’ online. Whilst we will try to assist, we cannot guarantee that such requests will be met. Any requests for amendments must be made in writing from the person who made the booking. Amendments can only be accepted in accordance with the terms and conditions of the Supplier/Principal. We will charge an administration fee of €30 per person and any further cost we incur in making this alteration. Please note that certain travel arrangements may not be changeable after a reservation has been made and any amendment request could incur a cancellation charge of up to 100% of that part of the arrangements. If amendments are required within 12 weeks of departure cancellation charges may apply in addition to an administration charge of up to €50 per person, charged by the Supplier/Principal in addition to our own administration charge and costs. Note: Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Most ‘no frills’ airlines have cancellation charges of 100% from time of booking.

Please note: Non-refundable rooms will not be changeable.   

  1. Cancellations by you: Any cancellation request must be sent to us in writing and will not take effect until received by us. Cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal.

If you cancel your booking, the Supplier/Principal may charge the cancellation charges outlined in their terms and conditions (which may be 100% of the cost of the travel arrangements) along with our administration fee of €30 per person.

All cancellation requests must be made directly to us in writing or by using 'My Account' online.

Most of Supplier/Principals apply the following cancellation charges:    

Period before departure in which notification of cancellation is received

Cancellation charge (along with applicable fees as mentioned above):

More than 84 days before departure:

Loss of deposit

84 – 57 days before departure:

30% of booking cost or deposit, whichever is greater

56 – 29 days before departure:

50% of booking cost

28 – 22 days before departure:

75% of booking cost

21 – 8 days before departure:

90% of booking cost

7 days or less before departure:

100% of booking cost

Please Note: the above cancellation charges are provided by way of illustration only, in relation to any booking made the applicable Supplier/Principal may apply different cancellation terms to your booking, in which case you will be liable to pay such differing cancellation terms, as part of your contract with the Supplier/Principal. If a Supplier/Principal’s policy differs from the above you will be informed at the time of cancelling.

Non-refundable rooms cancelled will incur a 100 % charge from the time of booking along with our administration fee of €30 per person.  

Note: For flight bookings with all low cost airlines, the cancellation charges will be 100%. Bookings that include Scheduled flights may incur different cancellation charges as per their booking conditions.

  1. Changes and Cancellations by the Supplier/Principal: We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.
  1. Special Requests: If you have any special requests (for example dietary requirements, cots or room location) you must advise us at the time of booking.

Although we will endeavour to pass any reasonable requests on to the relevant Supplier/Principal, no guarantee that any request will be met can be given and we will have no liability to you if they are not.

If you request confirmation in writing that a special request has been noted or passed on to the Supplier/Principal or request the inclusion of the special request on your confirmation invoice or any other documentation please note this is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability and local charges may apply

  1. Insurance: You are strongly advised that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses, and some principals require you to do so. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.
  1. Medical Conditions and Disabilities: If you or any member of your party has any medical condition or disability which may affect your booking or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you make your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and also whenever any change in the condition or disability (if any) occurs. You must also promptly advise us if any medical condition or disability which may affect your arrangements develops after your booking has been confirmed. If the Supplier/Principal reasonably feels unable to properly accommodate the particular needs of the person concerned, they reserve the right to decline the reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when the Supplier/Principal becomes aware of these details.
  1. Passports and Visas: All information provided relates to Irish citizens who hold or are entitled to apply for an Irish passport. If you are not an Irish citizen and do not hold an Irish passport, you must make your own enquiries as to the applicable requirements. All customers (including children) who make a booking are required to hold a current 10 year passport. We will not be held responsible for any loss or delay that may occur as a result of the passport or visa not being produced for travel. The carriage of passengers and their baggage is subject to provisions of the applicable international conventions such as the Montreal Convention, national legislation and the carrier’s conditions of carriage. Your specific passport and visa requirements, and other immigration requirements are your sole responsibility and you should confirm these with the relevant embassies and/or consulates of the countries through or to which you are planning to travel. Requirements may change so you must check the up to date position in good time before departure. Neither we nor any principal accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type.

Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://www.usembassy.gov/ireland/  and esta.cbp.dhs.gov.

Up to date travel advice and information on safety issues worldwide can be obtained from the Irish Department of Foreign affairs and Trade www.dfa.ie

  1. Health advice: You are advised to contact your GP as soon as possible for up to date health advice and information for the destination you are travelling to. Certain vaccinations may be recommended but not compulsory and other health precautions may need to be taken to avoid any medical problems during your trip. It is your responsibility to act upon the advice given as the principal would not be liable for any such occurrences regarding health advice. Please check the Health office orders issued by the relevant country of travel
  1. Local taxes & Resort fees: The governments in some countries have introduced local taxes such as city, tourist, departure tax and resort fees which are payable locally at either the hotel or airport upon arrival/departure. Please note it is not possible to pay these fees/taxes in advance.
  1. Website and Pricing details: While we try to ensure that all details, including prices, displayed on our websites are accurate, given the large volume of products we offer, some mistakes will inevitably arise. The product information displayed on our website is taken as live feeds from the systems of the relevant Supplier/Principal’s and Alpharooms cannot therefore accept responsibility for any errors.

Notwithstanding the above, in cases where details of a product are materially incorrect we will offer you the choice of continuing with your booking at the correct price or cancelling with a full refund of money paid on that product only. We will not be obliged to offer any additional compensation for disappointment suffered.

There may be small differences between the actual accommodation and its description. Occasionally, local conditions may mean that some facilities or services become unavailable or subject to restriction. In addition to this, please be aware that advertised facilities within your hotel and around the resort may not be fully functional in early and late season. We cannot accept responsibility for any changes or closures to area amenities or attractions. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any accommodation or its facilities and/or services, except in the case of our negligence.

All images of hotel rooms on the website are for representation purposes only and may not reflect the actual room you are allocated. From time to time building work and its associated noise is unavoidable in resort. We do not control such work and we do not always receive advance notice of when it is scheduled. However we will always notify you as soon as possible if we think building work will affect your holiday enjoyment.

Our Website may contain hyperlinks to websites operated by other parties, such as Tripadvisor. Such hyperlinks are provided for your reference only. We do not control such websites and are not responsible for their contents or the privacy or other practices of such websites. Further, it is up to you to take precautions to ensure that whatever links you select or software you download (whether from this Website or other websites) is free of such items as viruses, worms, trojan horses, defects and other items of a destructive nature. Our inclusion of hyperlinks to such websites does not imply any endorsement of the material on such websites or any association with their operators.

  1. Price Policy: The price of your arrangements will be confirmed to you at the time of making the booking. It is up to you to check these details carefully and confirm you are happy with them. We will also send you an invoice confirming your payment details and will contact you if there are any discrepancies in the pricing.
  1. Final Travel Arrangements: Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. You should 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 aircraft and you are unlikely to receive any refund.
  1. Accommodation/Hotel Classifications & Star Ratings: All star ratings and classifications are supplier's own ratings and are usually based on the facilities available along with feedback received. These are intended to give a guide to the services and facilities you should expect from your accommodation. Official ratings which may differ from supplier's ratings and are given by the local Tourism Authorities in the relevant country, and may not reflect the same standards as in Ireland, as different countries have different qualifying standards. For example a four star hotel may not necessarily have the same facilities/standards as a four star in Ireland, and cannot therefore be compared. For self-catering properties, an 'A' class is not necessarily of a higher quality than a 'C', our suppliers quote these classifications only to comply with current legislation. When choosing your arrangements, please refer to the information in the principal's descriptions, which indicate facilities available at each property. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
  1. Room Allocation: On arrival at the accommodation, you will be allocated a room. Please note: when checking-in after midnight, your room will be reserved from the previous day. You must normally check out of your room at 11:00hrs on the booking departure date, unless otherwise stated on the accommodation voucher issued by us.
  1. Safety Standards: Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of Ireland. As a general rule, these requirements and standards will not be the same as Ireland and may sometimes be lower.
  1. Customer Testimonials: Where you send us testimonials, reviews, comments or other such material (“the materials”) relating to your arrangements with us, you agree that we are permitted to publish these materials, or extracts of these materials on our website, marketing material or otherwise as we see fit. You disclaim any proprietary or other rights you may have in the materials, and agree that such materials can be freely used by us for any reason whatsoever, without your further permission. Please note that we will not publish your full name, address or contact details on our website and this shall remain confidential at all times.
  1. TripAdvisor Reviews and Ratings: TripAdvisor Reviews and Ratings content is provided by our partner TripAdvisor. The reviews are the views and opinions of TripAdvisor members and not TripAdvisor LLC, they are shown on alpharooms.com 'as is' and are not filtered. We accept no responsibility for content provided by TripAdvisor.
  1. Complaints: Because the contract for your travel arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them.

If you experience problems with your travel arrangements you must advise the local representative of your Supplier/Principal immediately, in order to give them the opportunity to resolve the problem. If you don’t do this it may weaken any claim you may have against the Supplier/Principal and the amount of compensation you may be entitled to may be reduced or extinguished as a result. Emergency Numbers covering your travel arrangements can be found on the relevant voucher.

If the Supplier/Principal is unable to assist you please call 0044 114 2515093 and we will do our best to help, in our capacity as agent. Please note that this is a dedicated in resort line and is reserved solely for the use of customers experiencing problems while abroad. If you are not due to be abroad at the time of your call the agents manning this number will not have any information relating to your booking.

In the event that the matter was not rectified in resort or you are unhappy with the service you have received from the Supplier/Principal or us we want to hear from you. Letting us know your concerns gives us the opportunity to try to put matters right for you.

In order to do this you need to provide a letter with any supporting evidence (photos, receipts etc.) to:

Customer Relations
Alpha Holidays Limited.
3rd Floor
Royal House
5 Vine Street
Uxbridge
UB8 1BP

Please note that we do not offer any form of Alternative Dispute Resolution. However, you can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.

  1. Financial Protection: Truly Travel (IRE) Limited holds a CAR Licence TA0771 issued by Commission for Aviation Regulation and as a requirement have arranged an approved secured bond. This means that when you book a flight or a flight together with other travel services with us, you can be entirely confident that in the unlikely event of our insolvency before or during your travel, any money you have paid to us is fully secured, and if you are overseas, that full arrangements will be made to repatriate you at the end of your trip
  1. Data Protection: The booking information that you provide to us will be passed on only to Supplier/Principals or other persons as necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes.

If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in Ireland. If we were unable to pass your information to the relevant Supplier/Principals we could not arrange your booking. In making this booking, you consent to your information being passed on to the relevant parties.

The personal details you provide at the time of booking will be used in accordance with the Data Protection Privacy Policy shown on our websites. We will need to collect from you all information required by the airline to comply with its legal requirements. We may also ask you to provide us with additional information for security purposes to avoid fraudulent bookings.

  1. Your Behaviour: You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the Supplier/Principal(s) concerned. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. Supplier/Principals reserve the right at any time to terminate your arrangements due to your behaviour, where justified in their reasonable opinion. No refunds will be given. Furthermore, neither the Supplier/Principals nor we shall be under any obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your stay/transfer being terminated. You agree to indemnify us against any claims (including legal costs) made against us or on behalf of the owner of any such property or accommodation. Finally you are also liable to make a reimbursement to the Supplier/Principal for any damage caused, before the end of your stay.

The Supplier/Principal reserves the right to terminate (before or after departure) your booking or that of any member of your party due to your or their misconduct, within their reasonable opinion.

  1. Force Majeure: Neither we nor any Supplier/Principal accepts any responsibility for, and shall not be liable in respect of, loss or damage or changes or cancellation caused by "force majeure" events i.e. circumstances outside our / the Supplier/Principal’s control, including but not limited to (whether actual or threatened) war, riots, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions.
  1. Errors and Omissions: We will do our best to correct errors and omissions as quickly as practicable after being notified of them. However there may be times when obvious errors occur. For example, very occasionally this may result in a price, product or other service detail description being incorrect. In such cases we reserve the right to cancel the booking or offer a reasonable alternative.
  1. Excursions: We do not sell excursions or organise activities. We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. We do not have any responsibility or liability whatsoever for anything which may go wrong on a resort booked excursion and cannot accept any liability on any basis in relation to such activities or excursions.
  1. Assignment: You may not transfer any of your rights or obligations under these booking conditions without our prior written consent. We may transfer any of our rights or obligations under these terms and conditions without your prior written consent.
  1. Law and Jurisdiction: Your contract(s) with the Supplier/Principal(s) will be subject to the law referred to in the Supplier/Principal (’s) terms and conditions. Any dispute, claim or other matter which arises between you and any Supplier/Principal must also be dealt with in accordance with those terms and conditions. In the event that any dispute, claim or other matter of any description arises between you and us acting in our capacity as agent (“claim”), English law will apply (except as set out below). Any such claim must be dealt with by the courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland or the Republic of Ireland. In this case, proceedings must either be brought in the courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland or the Republic of Ireland, you may choose to have your claim governed by the law of Scotland/Northern Ireland/the Republic of Ireland as applicable (but if you do not so choose, English law will apply).

Additional Terms for Accommodation Bookings

(A) Hotel Ratings

The hotel ratings featured in our advertising and on our website are the Supplier/Principal's own ratings and are based on official tourist board ratings. The rating standards applied may vary from country to country and between Supplier/Principals.

(B) Hotel Standards

The hotels featured in our advertising and on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.

(C) Pricing

Some Supplier/Principal’s charge different rates for different nationalities staying at their hotel, particularly if you are a citizen of the country in which you wish to stay. Please note this does not affect UK or Irish citizens and in most circumstances does not apply to other EU residents travelling to a country within the EU where they are not a citizen. Problems typically occur where passport holders travel to the country where their passport was issued. If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult.

Included in the price is:

The accommodation as confirmed to you, plus the board basis you have chosen and paid for.

  • Self Catering: No meals, however, the room will have kitchen facilities.
  • Room Only: No meals and no kitchen facilities.
  • Bed & Breakfast: Continental Breakfast only unless otherwise stated.
  • Half Board: Breakfast and Evening meal - no drinks.
  • Full Board: Breakfast, Lunch and Evening meal - no drinks.
  • All Inclusive Board Types: These vary significantly by Supplier/Principal. The guide below is indicative only. Individual hotels and third party supplier interpretations of the board options below may differ.

Included

All Inclusive (Standard)

All Inclusive Lite

All Inclusive Bronze

All Inclusive Silver

All Inclusive Gold

Breakfast

Yes

Yes

Yes

Yes

Yes

Lunch

Yes

Yes

Yes

Yes

Yes

Dinner

Yes

Yes

Yes

Yes

Yes

Snacks

Yes

No

Yes

Yes

Yes

Local Alcohol

Yes

Yes With Meals

Yes Between 10.30 - 23.00

Yes Between    10.30 - 23.00

Yes

Local Soft Drinks

Yes

Yes With Meals

Yes Between 10.30 - 23.00

Yes Between 10.30 - 23.00

Yes

Branded Drinks

No

No

No

No

Yes

Activities

No

No

No

Yes (see Hotel description for included activities)

Yes (see Hotel description for included activities)

VAT is included in the cost of all accommodation to countries within the EU.

Special offers are subject to availability.

What's not included in your booking:

The basic accommodation cost does not include:

  • Transfers between airport and accommodation.
  • Excursions and other personal expenditure, unless otherwise stated within the offer on the website.
  • Additional charges for rooms, meals or under-occupancy in apartments that are not stated to be included in your booking.
  • Charges that accommodation establishments or apartments may make for facilities such as cots, air conditioning, parking, minibus services, sun beds, sauna, tennis courts and equipment, porters, internet access, safety deposit boxes etc.
  • Deposits requested on arrival by some accommodation establishments.
  • Certain countries have a local tax, known as 'occupation tax', 'tourist tax', ‘City tax' or ‘resort tax', which must be paid directly by you at your accommodation or at the airport.

(D) Our price promise

We offer a lowest price guarantee on hotel bookings.

If you make a hotel booking through us and then find a lower price on the internet site of another CAR bonded Irish based travel agency then, subject to these terms and conditions, we will refund you the difference.

Should you have a valid claim, please login to My Account and create a Support Request.

Claims must be made within 24 hours of booking and must include the following information

  • Your booking reference with us (Itinerary number)
  • Name of hotel
  • Arrival date
  • Name of other website and price quoted
  • Link to the other website showing the different rate or a screenshot of the site

Please note we must be able to verify the alternative rate is both available and immediately bookable online with another CAR Bonded Irish based online agency. If the Support Request fails to contain any of the above information, it may lead to a delay in processing your refund application.

If the same room type in the same hotel for the same date is found at a lower price on another CAR bonded Irish based travel agency website your claim will then be investigated and if applicable we will issue you with a refund. In order to claim a refund of the difference between the price agreed with Alpharooms and the lower price the following conditions must be satisfied:

  • The booking must have been made online.
  • The claim must be based on a like for like comparison of the same type of room, occupancy and party composition (mix of adults and children) in the same hotel, including the same services as those offered by Alpharooms (e.g. inclusive of service charges, taxes and breakfast, credit card fees) and be for the same dates as you have actually booked.
  • The accommodation at the lower price must be available immediately for purchase by an online customer. "On Request" rooms are excluded.
  • The accommodation at the lower price must not be a special offer price, discounted due to frequent flyer mileage credits, a promotional price or part of a package.
  • The accommodation at the lower price must be offered in the same currency as that of the booking with Alpharooms
  • Alpharooms must verify the claim to our reasonable satisfaction. This includes being able to verify the alternative rate is both available and bookable online through another CAR Bonded Irish based travel agency.
  • Exclusions: The following bookings are excluded from this price promise
    • Bookings made via our call centre.
    • Bookings made within 96 hours of departure.
    • Direct payment bookings, where you pay the hotel and not Alpharooms for your accommodation booking.
    • Bookings made during fair and exhibition periods.
    • Bookings involving more than 3 rooms.
  • Refunds must be claimed within 24 hours of the time of booking.
  • Only one refund claim can be made per person per month
  • The refund claim must be submitted as a Support Request in the My Accountsection of our website under the heading “I want to take advantage of the price promise”. Any request sent by other means will not be accepted.

We will review your request and contact you via e-mail within 2 business days. If you are eligible for a refund we will credit the payment method used to make the booking. If your booking has not been paid in full, then the refund will be deducted from your outstanding balance. 

As an alternative to refunding you the difference between the price agreed with Alpharooms and the lower price we may, at our sole discretion, cancel your booking and refund you in full.

  • Child Ages

Different hotels specify different maximum ages for passengers to be classed as children, though the most common maximum child age is 12. If you are travelling with children, you will be asked to enter the ages of the children travelling with you. The age(s) you enter must be the ages at the time of travel, up to and including the day of departure.

  • Number of Nights

The number of nights stated in the price online refers to the number of nights the accommodation has been reserved for you. Some flights may be night flights; when you arrive in resort your accommodation will only be available if you have reserved it for that night.

  • Check in/check out times

These will vary by property and Supplier/Principal; but the following is a guide:

  • Check in: from 3pm
  • Check out: by 11am

Late check outs may be possible but must be agreed directly with the Supplier/Principal. An additional charge will normally apply.

Additional Terms for Flight Bookings

  • In flight meals

The prices that we advertise do not include in-flight meals.

  • Baggage allowances and charges

All airlines have a standard baggage allowance which is included in their prices. Allowances differ significantly from airline to airline. The allowance you are entitled to is set out in the booking conditions of your airline. Where you require an extra luggage allowance this will have to be added to the booking and paid for.

Some airlines consider hold baggage to be an optional extra. When you are booking with an airline that does make a charge for luggage it is not included or displayed in our head line prices and the option to add this extra facility will be offered to you after we have received your order request. Please note that all hold luggage charges are dependent on the price charged to us by the airline in question. The luggage allowance will be dictated by the airline in question and can again vary. Should you choose not to take any hold baggage on your trip then you will receive the standard hand baggage allowance as detailed in the airlines booking conditions. This will normally be between 5 and 10kg. Bags must be no larger than the dimensions allowed by the airline in question for carry on luggage. For further information please refer to the airline booking conditions.

Please note where flight extras are added at the time of booking they cannot be removed, cancelled or refunded.

  • Online check in

Please note that an increasing number of airlines require you to check in online. Where applicable your booking documentation includes instructions regarding the online check in procedure. Failure to check in online will result in check in fees at the airport which you will be liable to pay for.

  • Changes to Flight times by the Supplier/Principal

Flight operators may occasionally change their flight times. If required by the flight operators booking conditions you must confirm your flight times prior to departure on both your outward and return journeys. Please check this in the correspondence received from your Supplier/Principal, including the Supplier/Principal’s Booking Conditions. You should 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 aircraft and you are unlikely to receive any refund.

We cannot accept responsibility in the event that you miss your flight if you do not confirm your flight times when required to do so.

  • Fees and charges

You may be charged a flight transaction fee on top of the price of the flight. If applicable, this charge will be identified during the booking process. If your flight is cancelled by the airline the transaction fee will not be refunded.

There may also be an additional fee levied by your airline depending on your method of payment.

Additional Terms for Transfer Bookings

  • Drop off and Collection

Please note the Supplier/Principal of any transfer booking will always aim to drop and/or collect you as close to your accommodation as possible. In some instances it may not always be possible for the vehicle to take you onto the premises due to circumstances outside of the Supplier/Principal's control.

  • Transfers Standards

The transfers featured in our advertising and on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.

  • Luggage Allowance

Standard Luggage Allowance

  • The standard luggage allowance is one piece of hand luggage and one standard suitcase/holdall (less than 23kg) per person.
  • On a Shuttle Service there is no additional charge for pushchairs and manual fold-down wheelchairs or for small sports equipment such as tennis rackets.
  • On a Private Transfer, if you are bringing pushchairs or fold-down wheelchairs, please book a vehicle large enough to ensure you and your belongings can all travel in comfort and safety, for example if four people are travelling with luggage and a pushchair, please book a vehicle for five or more people.

Excess Luggage

  • On a Shuttle Service sports equipment, such as ski or golf bags, surf boards or bicycles, is classed as excess luggage and is normally chargeable. Please check with us before booking.
  • On a Private Transfer, if you bring large suitcases or other excess luggage (including pushchairs and/or wheelchairs) that cannot fit inside the vehicle, you may be asked to pay for a second vehicle.
  • Late Arrivals

The Supplier/Principal will always endeavour to make sure that your transfer service is provided, even when flights are delayed, or affected by circumstances outside of your control.

However, please be aware that it is your responsibility to make the Supplier/Principal aware of any delays; it is not always possible to predict and/ or obtain information with regard to such instances. As a result neither we nor the Supplier/Principal accepts responsibility for missed transfer services due to delayed, postponed, or other problems affecting flights.

In the event a return flight is missed owing to a delay with the transfer service which is out of the Supplier/Principal’s control, they will not be responsible for any additional costs incurred nor will compensation be due.

  • Your Responsibilities

Neither we nor the Supplier/Principal accept responsibility for transfer services not received as a result of incorrect information provided by you at the time of booking.

The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party.

If you are prevented from travelling because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other passengers, the Supplier/Principal’s responsibility for your transfer will cease. In these circumstances full cancellation charges will apply and no refund will be given. Furthermore, the Supplier/Principal shall be under no obligation to pay compensation or meet any costs or expenses you may incur as a result of the service being terminated.

When you book a transfer service through us you accept responsibility for any damage to the transfer vehicle caused by you or a member of your party and you are liable to reimburse the Supplier/Principal before you return home. You also agree to indemnify us against any claims (including legal costs) made against us or on behalf of the Supplier/Principal.

Additional Terms for Car Hire Bookings

  • General

Please note that the rental of the vehicle will be subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the Supplier/Principal which supplies the vehicle. You should satisfy yourself that you understand (and agree) to its booking conditions, as you will be subject to, and must comply with these conditions, and the local law.

We cannot accept liability for any charges incurred on documentation signed for and accepted locally. We strongly recommend that, prior to signing the car hire company's local rental agreement, you ensure that the details on this agreement match those details on your car rental voucher. Any additional purchases accepted to your credit card after the rental agreement has been signed will be your own financial responsibility.

We will not be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, off road driving or driving without due care and attention. You accept responsibility in respect of such claims. This list is not exclusive.

  • Pricing

Included in the standard rental rate is:

  • Mandatory insurances. These vary from country to country. Please check the Supplier/Principal’s booking conditions to ensure that the mandatory cover is adequate for your needs. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
  • Airport surcharges, with the exception of Israel.
  • Bail bonds (where needed).
  • All taxes on pre purchased items (except Australia where taxes are paid locally by law).

What's not included?

  • Non-mandatory insurances. Please review the Supplier/Principal’s booking conditions and advise us of any additional insurance cover that you require. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
  • Fuel (please see also the deposits section below).
  • Garaging, tolls, congestion charges, parking and traffic fines.
  • Additional driver charges where applicable - please check online or with our reservations department at the time of booking. These charges are payable locally.
  • Out of hour’s charges.
  • Optional extras.
  • One-way rental charges where applicable.
  • Delivery and collection charges where applicable.
  • Young drivers charges where applicable.
  • Licence fees in Barbados and Jersey.
  • All taxes on items purchased locally

Mileage allowances

These vary significantly from location to location. Please check the Supplier/Principal’s booking conditions for details of the mileage allowances included for your booking.

  • Tax

Any charges payable locally are subject to local taxes at the prevailing rate in that country.

  • Flight information

For airport pick-ups, it is essential that you provide the correct flight number and arrival time, before departure. This can be done either online or by phone.

If this is not available at the time of booking, please ensure that provide us with this information at least 7 days prior to departure. No responsibility can be accepted or compensation allowed for a failed rental due to the late provision of this information.

  • Out of hours charges

In most locations flights will be met and cars supplied outside of normal working hours. However, there may be an additional charge for this service payable locally. You will be notified of any additional charges within 48 hours after you give us your flight information. In the event that a flight is delayed, causing the car pick-up to fall outside normal working hours, the additional charge will be made locally, where the out of hours service is available.

Neither we nor the Supplier/Principal can accept no further responsibility where there is no out of hour’s facility available and it is therefore recommended that you take independent travel insurance to cover this eventuality.

  • Period of rental

The duration of your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher, the price of which will be confirmed at the time of booking and is calculated on the basis of 24-hour units. If you wish to extend the rental period after collection of the car, or if you return the car later than stated on your voucher, you will be charged locally at the local daily rate, which may be higher than our rates. No refunds are payable on cars returned early.

  • Special requests

Child seats: these are mandatory in most countries and must be requested at the time of booking. If requested and confirmed at least 7 days prior to departure these will be guaranteed. Although instructions will be provided you will be required to fit the child seat yourself. For older children, it is recommended that you take your own booster seats.

Roof racks and ski racks: these are available in some locations and should be specially requested at the time of booking. There is usually a charge for them which is payable locally. No guarantee can normally be made regarding their availability unless a specific package is purchased.

Delivery and collection must be booked by phone.

  • Driver’s age

If you are under 25 years old please inform our reservations staff at the time of booking. Age restrictions may apply in certain destinations, and in some cases there may be a young driver charge payable locally.

  • Driving licence

Drivers must hold and produce at car rental collection a full national driving licence from their country of residence, valid for at least one year. (In some cases an International driving permit maybe required, please check the important information at the time of booking)

Drivers holding a photo card British or Irish driving licence must also present the paper endorsement sheet that was issued with the licence.

In certain locations and for some car types, drivers must have held a full licence for a minimum of 2 years.

It is the driver's responsibility to ensure that he/she has the appropriate driving licence.

You must inform us of any endorsements on the driver's licence as we may be unable to process your booking, on behalf of the Supplier/Principal.

No refunds will be given for rentals rejected due to non-production of a driving licence or non-disclosed endorsements.

Faxed or photocopied licences are not acceptable.

  • Rental documents

The rental voucher must be presented when picking up your rental car. We cannot be held responsible for rentals rejected if a voucher is not presented.

You should retain your rental documents and related receipts for a minimum of 28 days after returning home.

  • Deposits

When you collect your car you will be required to leave a deposit with the Supplier/Principal to cover the collision damage waiver excess, theft waiver excess (where applicable) and fuel. To do so, a valid credit card in the name of the lead driver, must be produced.

Deposits vary from destination to destination.

Cash deposits are rarely accepted.

Where a deposit for fuel is payable, it will usually be refunded if the car is returned with a full tank. If the tank is not returned full, the car hire company will charge for fuel at its prevailing rate. They may also levy a refuelling charge. Please check the fuel policy when you pick up your car.

Deposits against damage are required in some countries. A major credit card can be used for this purpose.

  • Provision of cars

The Supplier/Principal can refuse to provide a car to any customer who is, in their opinion, unfit to drive or does not meet eligibility requirements. In such circumstances your contract with the Supplier/Principal will terminate immediately, and we will have no further liability to you, and no refund will be due.

  • Number of passengers

Rental cars are insured for a maximum number of passengers. We cannot accept responsibility if the vehicle is not large enough to fit all passengers and luggage on arrival if details were not supplied at the time of booking. In the interest of safety this maximum number must not be exceeded and if exceeded the insurance will be invalidated.

  • Driving restrictions

Restrictions are applicable when crossing country and state borders. Please consult our reservations department at the time of booking as to whether border crossing is permitted and what, if any, charges apply.

  • Insurance

Collision Damage Waiver ("CDW")

Your car rental agreement with the Supplier/Principal will normally include CDW which waives, in most circumstances (see exclusions below), your liability to pay for any damage caused to the vehicle during the period of hire, subject only to the payment by you of a charge, referred to as an "excess" (unless you are advised that this is not applicable at the time of booking). Your liability for the damage will be limited to the cost of the excess. CDW is subject to certain exclusions which include, without limit, when damage is caused to windows/windscreens, wheels and tyres, the underside or roof of the car or where the vehicle is driven off-road or on un-tarmacked roads, without due care and attention, negligently or where the driver is under the influence of alcohol or other drugs. Your liability to pay for the damage will therefore not be waived in these circumstances and you may be liable for the full cost.

Damage Excess Waiver (“DEW”)

If you would like to waive your liability to pay the CDW excess referred to above, then you can purchase a DEW product. However, please be aware that even with this product you will still have to compensate the relevant Supplier/Principal for damage which falls within one of the exclusions identified above. DEW is not available in relation to prestige cars.

On all bookings you will be required to leave a deposit to the value of any CDW excess you may be required to pay if the vehicle is damaged during the period of hire (see the paragraphs dealing with CDW above). If the vehicle is damaged, the deposit will be retained and treated as payment of the excess. If, however, you have purchased a DEW product, your liability to pay the excess will be waived and you may reclaim it, subject to the terms and conditions, by filling in an accident report form (supplied by the Supplier/Principal) and sending a copy of it to us. Your liability to pay for damage to the vehicle will therefore be limited to the cost of the daily rate you pay for CDW and DEW.

Theft Waiver (also known as Theft Protection)

This provides coverage for theft or attempted theft, of the vehicle up to the full value of the vehicle and any loss that the car hire company may incur. You are responsible for the excess of each claim, which you will be required to pay as part of the overall excess deposit (unless you are advised that this is not applicable at the time of booking). Your loss will be limited provided the vehicle is used and its keys returned in accordance with the terms and conditions of the rental agreement. In the event that keys are lost or damaged, you will be liable for the reasonable costs of obtaining a replacement, and further costs if directly related to the theft of the car.

  • Car type/suitability

The Supplier/Principal will be unable to guarantee a particular make, model or fuel type of car. The car shown on your voucher is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost).

If you have booked a prestige car, the specific car booked is guaranteed.

If it becomes impossible to provide your booked car due to breakdown or an accident, a similar or upgraded car will be provided by the Supplier/Principal.

If you are dissatisfied in any way with the standard of your booked car, you must advise the Supplier/Principal immediately in writing within 28 days of your return. Failure to do so may result in any claims not being accepted or settled by the Supplier/Principal.

  • Mechanical difficulties/accidents

In the event of any mechanical difficulties or accidents involving your car, it is important that details are reported to the car hire company within 24 hours.

In the event of an accident you must also complete an accident report form by the end of the rental period.

Local police should also be notified in the case of accidents and a signed police report obtained.

Full details of third parties should also be obtained.

The Supplier/Principal must give authority to repair or replace a vehicle. Their name and contact details are shown on your voucher and rental agreement.

You should retain copies of all rental documentation in the event an insurance company is involved.

Your insurance cover may be invalidated if this procedure is not followed correctly and this may prejudice any claim for compensation.

A check-in form must be signed on return of the vehicle. Failure to do so may delay the investigation of disputes regarding damage excess charges.

Additional Terms for Airport Parking and Port Parking

  • Directions and parking procedures

When using airport parking please make sure you have directions to your car park, the car park telephone number, and details of the entry and exit procedures for the car park. Directions are included on the customer confirmations. Directions and maps serve as a guide only. We recommend you use them in conjunction with an up-to-date road atlas. Your voucher is only valid in the car park you have booked. Should you park elsewhere you will be charged locally and neither we nor the Supplier/Principal will reimburse you.

  • Car park entry/exit procedures

Entry and exit procedures vary at each car park. Please see the information on your confirmation. If you are charged again by the car park because you do not follow the correct entry or exit procedures or present your confirmation voucher you may not be able to obtain a refund.

  • Airport transfers

24-hour transfers to and from the airport are included in the price, unless the airport is within walking distance or not operational 24 hours. Please make sure you have the transfer schedule for your car park and that the times of operation suit your requirements. Transfer times stated on our web site relate to the time it takes to travel from the car park to the airport terminal. All transfer times stated are provided by the Supplier/Principals. Airparks' transfer times are based on calculations made by Google Maps™ (taken November 2010). We always advise you to leave plenty of time in case of unforeseen traffic delays.

  • Minimum stays

Minimum stays and charges apply at some car parks. If you wish to stay for fewer days then you may, but the cost of the minimum duration is payable. This is made clear during the booking process where applicable. Daily prices may vary according to the date and length of stay. Stays of fewer than eight days may attract a higher daily rate.

  • Car keys

In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so.

  • Special needs parking

Where disabled facilities are provided, please ensure these are suitable for your individual needs.

  • Insurance

All parking is subject to the terms and conditions of the individual car park these are available on request from the car park. Ensure no valuables are left in the vehicle, as the Supplier/Principal will not accept liability. Parking is always at the vehicle owner's risk. Where security features are described there is no warranty as to their effectiveness.

  • High-sided or unusually wide vehicles

Not all car parks can accommodate high-sided or large vehicles due to their own policies or height restrictions. If the car park can accommodate larger vehicles then there may be an extra charge. Please check with us before booking.

  • Meet and Greet parking

If you have booked Meet and Greet parking, (where you are met at the terminal by a driver who takes your car away to secured storage for you), you may need to reconfirm your booking direct with the parking operator prior to your date of travel, giving your booking reference. Please check you’re booking confirmation for details. Supplements may be charged for service outside normal hours and on all public and bank holidays, payable directly to the parking operator.

Additional Terms for Attraction Bookings

  • Alterations by your Supplier/Principal

In the unlikely event that your arrangements are significantly amended, cancelled or cannot be confirmed by the Supplier/Principal before commencement and there is time to do so, they will inform you and offer you the choice of the following options: (1) accept the change (for significant changes) or (2) purchase alternative comparable arrangements from the Supplier/Principal or (3) cancel your booking in which case you will receive a full refund of all monies that you have paid for your attraction ticket arrangements. The options set out above represent the full extent of the Supplier/Principal's liability to you in the event of a significant change or cancellation of your arrangements. Please note neither the Supplier/Principal nor we are responsible for any additional costs incurred as a result of this, nor will they be obliged to pay compensation.

  • Alterations and Cancellations by you

Following an amendment, an amended voucher (where applicable) will be issued to you. The original voucher will then become invalid and should be destroyed. No refunds will be payable if the original voucher and not the reissued one is redeemed at the attraction concerned. If you have been paid a refund in respect of an amendment and you subsequently manage to use the original voucher you will be responsible for paying that refund back to the Supplier/Principal via ourselves.

If you cancel your booking but then somehow manage to redeem the original voucher you will be responsible for reimbursing the Supplier/Principal, via ourselves, for the full cost of the voucher.

  • Your Responsibilities

The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party. If you are prevented from using an attraction because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other customers, the Supplier/Principal’s responsibility for your attraction ticket will cease. Full charges will apply and the Supplier/Principal will be under no obligation to provide a refund, compensation, or any further assistance.