In the following document, we set out the terms and conditions of booking with Nelson London Ventures Limited T/A NCL Tours. Please read these terms very carefully.
The first set of terms are the Agency Terms set out immediately below is the General Terms (which follow the Agency Terms) and the third is the Travel Providers' Booking Conditions (Booking Conditions).
The Booking Conditions are the terms of each individual provider who agrees to provide you travel arrangements.
Regulations 1992 ("Package Travel Regulations 1992") nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, Amended 2003 ("ATOL Regulations").
The choice of search path through the website has no impact on the availability or pricing of product.
Your booking is not confirmed until you receive a booking confirmation.
All bookings are purchased individually at their own individual price. The price charged in total for several bookings will always equal the total sum of the prices charged for each individual booking.
We have arranged ATOL protection for Flight-Plus Holidays (as defined below) booked through Nelson London Ventures Limited (t/a NCL Tours) and our ATOL number is 10895. A Flight-Plus Holiday is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire from separate Travel Providers and as separate bookings (as opposed a package holiday).
For bookings of Flight-Plus Holidays, your money is ATOL protected. This means that you will be able to take your holiday, or a suitable alternative holiday (at no extra cost), or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of one or more of your Travel Providers.
Please note that a Flight-Plus Holiday booking will cease to exist if you cancel a booking component of your holiday arrangement and as a consequence, the definition of a Flight-Plus Holiday, as detailed above, ceases to be met. This means that ATOL protection will then no longer apply to your holiday arrangements.
Nelson London Ventures Limited (t/a NCL Tours) is not a tour operator. This means that we do not arrange or create combinations of travel products. We simply facilitate your connection to those who provide or arrange travel products (whether singly or in combination) such as airlines, hoteliers, car hire companies, tour operators etc. Essentially, we are an advanced search engine through which you can actually book any product which you have decided you want as a result of the web searches carried out through us. Nelson London Venture Limited (t/a NCL Tours) strictly acts as an agent only (whether as agent of the Travel Providers or as your agent in respect of the airlines listed in Appendix 1) and we accept no responsibility or liability for any actual travel product or services booked or for the acts or omissions of those actually providing the travel product or services booked.
For the avoidance of any doubt, Nelson London Ventures Limited (t/a NCL Tours) operates a website www.ncltours.co.uk and has a call centre. All bookings are subject to these Agency Terms of Business, regardless of whether they are booked through the call centre or the website.
In addition to the General Terms which follow immediately, there are particular terms which apply to very specific types of travel arrangements, which you may wish to make through us.
If booking online, you are responsible for ensuring booking details are entered correctly. If you book via the call centre, all of your booking details will be read back to you. Once you have confirmed these details, we will proceed to confirm the booking with the Travel Provider. Please check that all names, dates and timings are correct on the receipt of all documents. Please advise us of any errors within two days of receipt of your documents by contacting Customer Support. Please note that we will not accept any responsibility for incorrect information if we are not informed within this timeframe. Any changes to these details will incur amendment fees as stated below in addition to any charges applied by the Travel Provider. Please ensure that the names given match those on the relevant passports.
The booking information that you provide to us will be passed on only to the relevant Travel Providers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities, such as customs or immigration if they require them 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 serious transnational crimes.
If you travel outside the European Economic Area ("EEA"), controls on data protection may not be as strong as the legal requirements in the United Kingdom.
If we are not authorised to pass this information to the relevant Travel Providers, whether in the EEA or not, we will be unable to arrange your booking. In making this booking, you consent to this information being passed on to the relevant parties.
Full details of our data protection policy are available upon request.
Card Verification is a charge made on select flight bookings to validate the payment card provided before the card is then used to complete your booking with the Travel Provider.
You are required to make full payment at the time of booking. If full payment is not receive, we will notify the Travel Provider who may cancel your booking and charge the cancellation fees set out in their Booking Conditions
It is important that you understand that payment at the time you are making your booking does not mean that your booking is confirmed. Your booking is only confirmed when we send you our email confirmation of booking. Because we are making live reservations with travel providers, we need to be safe in the knowledge that we have received an appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with the travel provider. In the unlikely event that a travel product becomes unavailable in the short time between your payment and us seeking to confirm your booking with the travel provider and we cannot obtain an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. You must also understand that this refund will only apply to the product which is unavailable and any other bookings will not be affected, that is, you will be committed to any other products which were booked for travel at the same time.
If you cancel or amend your booking, the Travel Provider may charge the cancellation or amendment charge shown in their Booking Conditions (which may be 100% of the cost of the travel arrangements) and in respect of accommodation bookings you must pay us the cancellation charge stated below.
Many Travel Providers require you to take out travel insurance as a condition of booking with them as detailed in their Booking Conditions. In any event, we strongly advise 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. If you have arranged your policy through us please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (eg. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.
Our transfer providers may provide a ‘taxi’ transfer with either a taxi, people carrier, or minibus type vehicle. If you have any specific requirements that may result from this, please advise us at least 48 hours before departure. Please note that shuttles are not able to make drops at private addresses (including villas) nor property management companies, or at hotels where the approach roads are inaccessible to coaches. Where the shuttle coach cannot stop directly outside the hotel due to accessibility issues, the drop-off will occur as near as possible to the hotel. Please be aware that there may be a wait for your shuttle at the airport since they run to a schedule.
All documents (including invoices / tickets / insurance policies) will be sent to you by First Class Post. 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, all related costs must be paid by you. You can elect for delivery by other means subject to payment of an additional charge.
Information about passport and visa requirements for your trip can be obtained from the Foreign Office 'Know Before you Go' website, here: https://www.gov.uk/knowbeforeyougo. Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant embassies and / or consulates. Neither we, nor the Travel Provider, 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. Some of our accommodation providers negotiate their low rates on the basis that residents of the country where the hotel stay is taking place, are not eligible to stay at that rate. In most circumstances, this does not apply to residents of EU countries staying in other EU countries. Problems seem to mainly occur, where non-EU passport holders are booked to stay in the country where the passport was issued (i.e. Turkish nationals in Turkey, or Egyptian nationals in Egypt). If you think this may affect your booking, please ask our Customer Service team to confirm whether your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult and may result in a additional charges being incurred or the cancellation of the booking. Occasionally, accommodation providers may ask that we contact you prior to the departure date to ask for the nationalities of the parties travelling. It is important that you contact our Customer Service team in this instance with this information in order to confirm that the rates are eligible for the parties travelling.
Please take special note that for all air travel within the United Kingdom, airlines require photographic identification of a specific type. Please ask us for full details.
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. Please check this in the correspondence received from your Travel Provider, including the Travel Provider’s Booking Conditions. You should take a note of any reference number or contact names when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
Sometimes your accommodation provider may need to make a change. If you have already booked we will let you know as soon as we can, if there is time before your departure. In the unlikely event that your accommodation provider has to make a major change or alteration to your booking, they will offer you the option of accepting the change or cancelling the booking and receiving a full refund of all monies paid to us in connection with the accommodation booking. A major change would include a change of hotel due to hotel closure or overbooking; a pricing error. This list is not exhaustive and there may be other examples of a major change.
We do not accept responsibility for any expenses or costs incurred by you as a result of the change and we do not accept responsibility for changes or cancellations that are due to unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action or accommodation ceasing to be available.
All bookings made, even if arranged at the same time, are separate and independent bookings. Where your Travel Provider initiates a change or cancellation to a booking, your ability to cancel or change any other bookings is not affected. For example, if your accommodation booking is changed or cancelled by your Travel Provider, the Booking Conditions of your flight booking (including cancellation charges) will still apply, and vice versa.
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, hotels and other products offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors. This is because the information which you are shown is being transmitted effectively live from the relevant travel provider’s IT system.
Notwithstanding the above, in cases where details other than price are materially incorrect we will offer you the choice of continuing with your booking or cancelling with a full refund of money paid on that booking only.
Where inaccuracies relate to the understatement of the price of a specific product you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on receipt of the additional payment which is necessary.
We pride ourselves on delivering the highest standard of customer service. However, if you have any dissatisfaction regarding your travel arrangements they should be reported to the relevant Travel Provider or their local supplier or agent immediately.
If the Travel Provider is unable to resolve your concern, please contact our customer services team who will try to assist you.
If you fail to follow this procedure, there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to also make a formal complaint upon your return home then these should addressed in writing to Customer Relations at Nelson London Ventures Limites (t/a NCL Tours), alternatively please call our Customer Support Department who will then email you a link to our complaints form.
If the matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arranged by ABTA www.abta.com.
For the avoidance of doubt, your booking is directly with the Travel Provider, other than where we are negligent in the provision of our services to you, Nelson London Ventures Limited (t/a NCL Tours) accepts no liability or responsibility for any complaint, loss, damage, expense or other claim in respect of any aspect of your bookings or travel arrangements.
Specifically, we will not be liable for any act or omission by any person not employed directly by us or under our immediate control and whilst we have chosen our Travel Providers with care we have no control over our Travel Providers and so cannot be held responsible for any action or omission of our Travel Providers or their servants, agents or employees.
Moreover, we cannot be held responsible for any loss, damage or expense incurred or suffered by you which results from strike, civil commotion, fire, flood, war, threat of war, terrorist activity, national or nuclear disaster, late delivery, adverse weather conditions any act of God and / or any other event which is outside of our reasonable control.
In no circumstances shall we be liable for any economic loss, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of reputation, loss of anticipated savings arising out of the failure or delay in performing the services under these terms of business or otherwise in connection with these terms of business; or for any indirect, special or consequential loss or damage (howsoever arising).
In all cases the absolute aggregate maximum liability of Nelson London Ventures Limited (t/a NCL Tours) under or in connection with these terms of business (howsoever arising) shall be limited to the total price paid by the customer for the specific bookings related to any given complaint.
Nothing in these terms of business shall limit or exclude the liability of Nelson London Ventures Limited (t/a NCL Tours) for death or personal injury resulting from its negligence, fraud or fraudulent misrepresentation or from any other liability which cannot be excluded by law.Nothing in these terms of business shall limit or exclude the liability of Nelson London Ventures Limited (t/a NCL Tours) for death or personal injury resulting from its negligence, fraud or fraudulent misrepresentation or from any other liability which cannot be excluded by law.
Accommodation cancellation charges:
For bookings that are cancelled more than 3 days before departure, a £40 cancellation charge is incurred (or the value of the booking, if lower).
For bookings cancelled 3 days or less before departure, a cancellation charge equal to 100% of the booking value is incurred.
If you make a new accommodation booking within 30 days, having cancelled more than 3 days before departure, we will refund the charge. If you cancel 3 days or less before departure, please contact our Sales Team who can advise you as to whether any refund is applicable.
If your accommodation booking is with either Hoseasons or Interhome, the cancellation terms are those detailed in the Travel Provider's Booking Conditions.
For attraction tickets where either tickets or vouchers have been issued no refund can be processed until the tickets or vouchers have been returned to us undamaged and unused.
For other products the Travel Provider may charge the cancellation charge shown in their Booking Conditions.
For the avoidance of any doubt, you cancel your booking you must immediately pay any shortfall between payments made by you against that booking and the cancellation charge applied and in accepting these General Terms you give your authority for us to automatically charge the payment card used by you when securing the booking (or any other card used by you in connection with other bookings placed through NCL Tours) at that time.
We do not levy any charge to make an amendment to your booking.
Occasionally, Travel Providers may apply a charge. In that event, we will notify you of the charge which will need to be settled prior to processing an amendment request.
Your contract with Nelson London Ventures Limited (t/a NCL Tours) will be governed by English law and any related disputes will be dealt with in the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland as appropriate can deal with any disputes.
To ensure that your credit, debit or charge card is not being used without your consent, we will validate the 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. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity and that a credit check is not performed meaning that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.
Hotels offer the following different types of rates and payment patterns through Nelson London Ventures Ltd (t/a NCL Tours):
The payment pattern applicable to your booking will be clearly displayed prior to booking.
If any payment is not received on or in advance of the due date, we reserve the right to treat the booking as cancelled by you resulting in triggering any applicable cancellation charges as detailed above. For the avoidance of any doubt, the cancellation charges are wholly independent from the deposit arrangements on any given booking.
We will send a booking confirmation either immediately by automated email or by post within 10 working days of making your booking. Please check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later.
Vouchers will be sent by automated email or by post within 10 days of booking, subject to full payment being received by Nelson London Ventures Limited (t/a NCL Tours). The voucher will provide the address of your accommodation and a local office contact number. This should be handed in upon your arrival. Please take care of your voucher as failure to present it may result in your room being cancelled, or having to pay for your room again, or paying a higher price. No refunds for unused accommodation vouchers can be made, as they will be treated as cancellations.
Any discounts are usually based on children sharing with two full paying adults. The costing shown will automatically advise you should discounts apply to the property you have chosen. The Hotel will usually ask for child ages. In both hotels and apartments, any room or board supplements are usually payable at the adult rate.
Most accommodation is available on a nightly basis, although some accommodations require a minimum stay of 3 or even 7 nights. Our websites will identify these properties once a search has been made and highlight this information if deemed necessary.
We will happily approach Travel Providers to request accommodation, when not available from our wide range. We make no charge for this service.
Although we will endeavour to pass any reasonable request on to your Travel Provider, we are unable to guarantee that the request will be met.
Hotel and apartment prices displayed on our websites are based upon the information you supply, inclusive of all taxes, service charges and the meal arrangements specified below.
Local resort charges, or charges for cots, which are occasionally levied direct by the hotel, are not included in the price. Details of these can be obtained before you depart on request.
* Hotels may have varying levels of "All Inclusive" – please refer to the description attached to your chosen accommodation.
Star Ratings are used to symbolise the overall quality and level of standards of each accommodation type. The star ratings are based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. They range from 1 star, where you can expect simple accommodation with limited facilities, to 5 star accommodations which is likely to have a full range of facilities of the highest standards. There is no uniform and consistent method of star ratings and as such they can vary significantly by country, and often within countries. Furthermore, not all countries have rating systems. As an agent we take the average rating of all the sources we have for the property. If we are provided an official rating we will endeavour to include that within the accommodation description.
Overseas accommodation is usually subject to a tourist tax which will be payable locally. Check in / check out times vary by property but as a rule, please use this guide:
We take reasonable care to ensure that the information published about each hotel, villa, or apartment is accurate. Facilities and amenities in accommodation may be temporarily unavailable for operational reasons. Where this happens we will do our best to advise you as soon as possible. We cannot accept liability for errors or omissions in the descriptions.
The service we provide for you in respect of a booking directly with the specific airlines listed in Appendix 1 is a different service to that we provide for the sale of other airline tickets. These special terms apply to that services.
In these cases, we will search the relevant airline database for tickets. If you choose to go through with the purchase, we will purchase the flight seats on your behalf directly from the airline.
Our Agency & General Terms, as well as the Supplier Terms of the airline will apply to your booking. The Supplier Terms will be deemed to be incorporated into this contract.
Generally, Nelson London Ventures Limited (t/a NCL Tours) trades either as an agent for the provider or the consumer as detailed in our Agency and General Terms. With the exception of some attraction tickets, Nelson London Ventures Limited (t/a NCL Tours) trades as a reseller for the attraction provider.
However, regardless of whether Nelson London Ventures Limited (t/a NCL Tours) is trading as an agent or reseller we must stress that we do not own, control or have any influence over any of the Attractions featured on our website. We must further stress that we do not at any point make any enquiries with the providers of the Attractions about the quality or safety of the Attraction. We rely entirely upon the material supplied to us by the providers of the Attractions and we do not check that material. It is up to you to make your own enquiries about the quality and / or safety of the Attractions. We do not have, and we do not accept, any legal liability of any sort to you for anything which might go wrong with any Attraction which you booked through us.
In the event of any mishap, incident or other event prompting a claim relating to an attraction that claim should be directed directly to the provider of the Attraction and not Nelson London Ventures Limited (t/a NCL Tours) whose contractual liabilities are in all cases limited to those of a booking agent responsible only for accurately relaying the booking requests as submitted by you.
The price advised to you at the time of booking is the final price. Once the booking is confirmed, it will not be affected by price increases imposed by our Travel Providers or caused by currency fluctuations.
On receipt of full payment we will issue a confirmation of booking. Tickets will be sent by Royal Mail Recorded Delivery within 7-10 working days of a booking. We do not charge for this method of delivery. You will receive the actual tickets and not vouchers (except for Discovery Cove and excursions where vouchers are supplied). It is your responsibility to take care of any tickets issued as these may not replaceable. Nelson London Ventures Limited (t/a NCL Tours) accepts no responsibility for, and is not liable for, any loss or damage which may be caused by late delivery, provided that Nelson London Ventures Limited (t/a NCL Tours) can demonstrate that date of postage was not the decisive factor.
All Discovery Cove tickets are non-changeable and non-refundable.
Every reasonable effort has been made to ensure that descriptions and prices are accurate at the time of publishing. All statements made by us are in the honest belief that those facts and opinions given are correct. However, subsequent changes, which are beyond our control, may occur. You must, therefore, ensure you check all details of your chosen Theme Park, Attraction, Show, Entertainment, Restaurant, Sporting Event or Tour at the time of booking. Any material changes will be advised to customers as soon as they become known to us. Please note all duration times given are approximate.
We have no control over the Theme Parks / Attractions / Entertainments / Shows / Restaurants / Sporting Events / Tours and all details and descriptions in relation thereto are for guidance only. We accept no liability for any inaccuracy in the information pertaining to the above activities contained on our websites, such information may be altered at any time without prior notice and we also reserve the right to alter, amend or cancel any of the arrangements for the activities detailed above as shown on our websites.
Our excursion Travel Providers may impose a fuel surcharge of up to 7.5%, which we will advise you about as soon as we are informed. You will then have the option of paying the surcharge, or cancelling the booking and receiving a full refund.
If anyone is late for an inbound or outbound journey on one of our guided coach tours, the coach will depart on time. There will be no refund.
If a customer misses the coach, they are welcome to rejoin the group at a subsequent destination, providing they make their own way there.
The schedule is subject to change. We are not responsible for any traffic or road problems that may arise and cause unexpected delays.
The only services included in the package are the ones listed in our brochure. If you want anything to be added on, this can be arranged for a supplementary fee.