Toorsy.com – Terms of Business
We set out below all the Terms of Business which apply to bookings which you ask us, Toorsy.com, registered in the UK, 20-22 Wenlock Road, London, England, N1 7GU , to process for your travel requirements. You should read them carefully.
These Terms of Business apply to bookings of individual travel components, Flight-plus and Packages.
You should also note that there are four different categories of terms of business. The first is A- Agency Terms set out immediately below, the second is B – Terms as applicable to the sale of Packages, the third is C – General Terms and the fourth is the Travel Providers’ Booking Conditions (Booking Conditions). The Booking Conditions are the terms of each individual provider who agrees to provide you with travel arrangements.
Arrangements : means a single travel component, Flight-plus arrangement or Package holiday.
Flight-plus arrangements : 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 (i.e. not a package holiday).
Package Holiday ; means a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty four hours or includes overnight accommodation:- (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the Package.
Single travel component : means a booking in respect of accommodation only, flight only or any other booking in respect of a single travel component. All single travel components do not form part of a Flight-plus or Package Holiday arrangement.
The type of the arrangement you have entered into will be stated on the booking confirmation and any ATOL certificates issued for holiday bookings, the capacity in which we act differs depending upon the Arrangements and will be stated on the booking confirmation.
A: Agency Terms – applicable for all bookings except Packages
1. When processing your booking we will arrange for you to enter into a contract with the provider of the travel related service including, among others, tour operators, airlines, hotels, accommodation providers, amusement parks and cruise companies (“Travel Provider”).
2. If your booking is with an airline listed in Appendix 1 you are the principal and you are authorising us to act as your agent in arranging that booking. In all other cases (other than Attractions – please see separate section), we are acting as the Travel Provider’s agent in arranging your booking and the Travel Provider is the principal, or the agent to the principal. Where we are acting as your agent in arranging your booking, by acceptance of these Terms of Business you are giving us your authority to liaise with the Travel Provider direct on your behalf.
3. Importantly, your booking through us is subject to both these Terms of Business (which define and explain our obligations to you and the role that we play) and the Booking Conditions, that is the specific booking conditions of the relevant Travel Providers which set out, amongst others, your rights in the event that something goes wrong with the travel related service you have booked.
4. In completing your booking with us you are accepting our Agency Terms, the General Terms and the Booking Conditions.
5. You may decide to make one or more booking with us at the same time. Please note that, irrespective of the various products you book, for example a flight booking or a hotel booking, each booking is a separate booking and your bookings, even though they may be linked to the same dates of travel, do not constitute a package as defined in the Package Travel, Package Holidays and Package Travel Regulations 1992 (“Package Travel Regulations 1992”) nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, Amended 2003 (“ATOL Regulations”).
6. In order to offer you the best possible choice and value you may be offered the option to select an inbound flight from a Flight Provider different to that providing the outbound flight or vice versa (“Mix and Match” flight bookings).
6.1 Each flight leg is booked as a separate booking with the Travel Provider and is subject to both these Terms of Business and the Booking Conditions of the relevant Travel Provider.
6.2 Cancellation or amendment of a booking for one flight leg by either you or by the Travel Provider has no impact on any other remaining bookings for other flight legs or for other products.
7. The choice of search path through the website has no impact on the availability or pricing of product.
8. Your booking is not confirmed until you receive a booking confirmation.
9. All bookings are purchased individually at their own individual price. The price charged in total for several bookings will always equal the simple sum of the prices charged for each individual booking.
10. We have arranged ATOL protection for Flight-Plus Holidays (defined above) booked through Toorsy.com
11. On Flight-Plus Holiday bookings, your money is ATOL protected meaning that you will be able to continue with your holiday or 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.
12. In some cases, where we are insolvent, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding from you to that alternative ATOL holder. However, where it will not be possible to appoint an alternative ATOL holder, you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
13. 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.
14. In respect of Arrangements other than Packages (see below) Toorsy.com 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 do 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 Travel Researchers through which you can actually book any product which you have decided you want as a result of the searches carried out through us. Toorsy.com acts strictly as agent only (whether as agent of the Travel Providers or as your agent in respect of the airlines listed in Appendix 1) and accepts 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.
15. For the avoidance of doubt, Toorsy.com operates a website www.toorsy.com/uk and has a call centre. All bookings are subject to these Terms of Business, regardless of whether they are booked through the call centre or the website.
16. In addition to the General Terms which follow below, after them there are particular terms which apply to very specific types of travel Arrangements which you may wish to book through us.
B- Terms applicable to the sale of Packages
1. We will accept responsibility for the Package Holiday Arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992. Subject to these Terms of Business, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Terms of Business and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
2. Your booking is not confirmed until you receive a booking confirmation.
3. In completing your booking with us you are accepting our Terms applicable to the sale of Packages and the General Terms.
4. Once your booking is confirmed you have entered into a legally binding contract with us for the Arrangements.
4. We have arranged ATOL protection for Package Holidays (defined above) booked through Toorsy.com
C- General Terms of Business
1. Lowest Prices Guaranteed
Toorsy.com promises you the absolutely lowest prices available – each and every time.
If you book with us and then find your flight, hotel or other booking or Package on sale, and available, at a lower price on a comparable travel website, we will refund the difference to you.
To be comparable, we must be able to confirm that the competitor price is based on the same flight or accommodation, for the same dates and board class and in the same currency as your Toorsy.com booking.
It obviously has to be a precise match; for example, several companies now operate both a charter flight airline and a no frills airline and we cannot price match from one to the other.
The type of Arrangement must be identical, so for example a Flight-plus Arrangement cannot be matched against a Package and vice versa. For Flight-plus Arrangements each booking is a separate transaction, available separately at the same price. The price match guarantee applies to each individual booking.
The price to be matched must be generally available to book online and reserve immediately. Specifically the price should not be reduced by redemption of a voucher or loyalty scheme or group discount. We are also only able to price match bookings paid in full through Toorsy.com, we cannot price match against ‘Pay at Hotel’ rates. Similarly the cancellation terms of the booking must be similar, for example we cannot match a non-refundable room type against a refundable room type.
Infrequently, competitor websites may display prices no longer available or otherwise incorrect and where we believe this could be the case we will check with the competitor / travel provider directly to make sure the price shown is accurate before refunding.
Here is how to claim:
The person who placed the booking through Toorsy.com should make the claim by emailing us at info [a] toorsy.com within 24 hours of making a booking, putting the words ‘price match’ in the subject line and enclosing evidence of the lower price, for example a screen shot.
Why do I only get 24 hours?
Our advanced IT systems are all live and the pricing across the vast range of product is moving every second. We are promising you the best price when you book…not that an airline (or other provider) won’t make it cheaper a week later!
We reserve the right to refuse any claim where we are unable to verify the claim to our satisfaction, in accordance with the above points.
2 Booking details
If booking online you are responsible for ensuring booking details are correctly entered. If booking via the call centre all 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 receipt of all documents and advise us of any errors within two days of receipt of your documents by contacting our Customer Support department. 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 the amendment fees stated below in addition to any charges applied by the Travel Provider. Please ensure that the names given are the same as in the relevant passport.
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 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 (“EEA”), controls on data protection may not be as strong as the legal requirements in the United Kingdom.
If we were not authorised to pass this information to the relevant Travel Providers, whether in the EEA or not, we would 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 will be required to pay a deposit or make full payment at the time of booking. Where you only pay a deposit 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 Travel Provider and you will be liable for any cancellation fees as set out in this agreement.
All payments made by cheque/card or Bank Transfer should be made payable to ‘Toorsy Trust Account’.
3A – Low Deposit Scheme
We may, in our sole discretion, offer you the option to pay a low deposit in respect of certain bookings. This will be indicated next to the specific flight, hotel or Arrangements in your search results, or as advised by your agent.
i. Where this offer is available on your flights, we will pay the relevant airline for the flight element of your travel Arrangements, in full, on your behalf, at the time of your booking. We will require a low deposit from you in the amount shown in the search results (or as advised by your agent) at the time of booking. A second deposit will be due to us 28 days from the date the booking was made, which comprises the balance of your flight cost and your APC (Atol Protection Contribution) of £2.50pp.
Please note that even if you cancel your Arrangements within 28 days of booking, the balance of your flight will be payable in full, as we have already paid this money to the airline on your behalf.
ii. A £1 deposit scheme is available for some accommodation bookings made 21 days or more prior to departure. Rooms where this option is available will be indicated in your search results or by your agent when you check availability. The remaining balance on these rooms is due to us 14 days prior to departure. The £1 deposit itself is non-refundable and therefore would not be reimbursed should you decide to cancel your booking.
iii. In respect of Package Holidays only, the amount of the low deposit will be shown on the payment page along with details of any further deposit due 28 days after the booking was made.
Please note that even if you cancel your Arrangements within 28 days of booking, the second deposit balance of your package will be payable in full immediately plus the administration charge detailed below.
Please note that the usual card payment fees (please see below) will be payable on every payment you make under the low deposit scheme.
All balance payments will be taken automatically from the card originally used to make the booking. If you wish to pay any balance payments using an alternative method, please contact us no less than 7 days prior to the payment due date. If we are contacted later than this date, we cannot guarantee that payment will not be taken or attempted from your original payment method. If a payment fails, we will attempt to contact you to take payment via an alternative method, however, if we are unable to do so, we reserve the right to cancel your booking and our usual cancellation fees will apply.
If you cancel any accommodation booking or Package Holiday booking you will also be required to pay a £40 Per Person cancellation fee to cover our administration costs, and any other cancellation fees that may be levied by the supplier(s) of your Arrangements. Both of your first and second deposits are non-refundable. Please note that once we have cancelled your booking, you will not be able to travel, even where we have collected the balance of the payments due from you and any cancellation fee.
3B – All Bookings
It is important that you understand that payment at the time you are making your booking does not in itself 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 have to have the security that we have appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with the travel provider. If unexpectedly in the short time between your payment and us seeking to confirm your booking with the travel provider the travel product has become unavailable 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.
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 or speedy shuttle at the airport, since they run to a schedule.
5.1 Transfer Descriptions
Shuttle Transfer – A shared transfer with a maximum waiting time of 1 hour and multiple stops to your accommodation.
Speedy Shuttle Transfer – A shared transfer with a reduced number of stops (typically 1-5) to your accommodation.
Private/Minibus/Sedan/Luxury/Coach Transfer – A transfer direct to your accommodation.
6 Delivery of documents
All physical 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.
7 Passports, Visas and Health
Information about passport and visa requirements for your trip can be obtained from the Foreign Office ‘Know Before you Go’ website, here: https://travelaware.campaign.gov.uk/ 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. For example, 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 your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult and may result in 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.
8 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.
9 Alterations by your Travel Provider
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.
Please note that a flight described as “direct” will not necessarily be non-stop. The flight may touch down (for example, to refuel, or to allow further passengers to embark) while still utilising the same flight number.
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.
Most changes are minor. Occasionally the travel provider needs to make a major change, 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. Change of accommodation to another of the same or higher standard does not constitute being a major change.
In the unlikely event that the travel provider has to make a major change or alteration to your booking, they will offer you :
a) the option of accepting the change;
b) purchasing alternative Arrangements of a similar standard to those originally booked if available (if the alternative is less expensive than the original Arrangements the difference will be refunded to you, but if more expensive you will be asked to pay the difference); or
c) if we are unable to offer you a suitable alternative cancelling the booking and receiving a full refund of all monies paid to us in connection with the impacted booking.
Please note that unless sold as a Package Holiday each travel component is a separate booking and a change impacting on one component does not have any impact on any other component you have booked through us which remains valid.
9.3 In respect of Package Holidays only
If we have to make a significant change or cancel after the date you have to pay the balance of the cost of your Arrangements, we will (as a minimum where compensation is due), subject to the following exceptions pay you the compensation payments set out in the table below depending on the circumstances and when the significant change or cancellation is notified to you and provided we have received full payment. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or where we cancel more than 8 weeks before departure because an insufficient number of people have booked your chosen Arrangements.
Period before departure a significant change or cancellation is notified to you
Compensation per person (excluding infants)
14 days or more
14 days or less
In relation to Package Holidays only, if we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative Arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.
No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these Terms of Business entitling us to cancel (such as paying on time) or where any change is a minor one.
Very rarely, we may be forced by “force majeure” (see clause 9.4) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result.
9.4 General and Force Majeure
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.
Unless the Arrangement is a Package Holiday 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.
10 Website accuracy
We endeavour to ensure that the details of all products, including prices, displayed on our websites are accurate. However, given the high volume of flights, 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 but 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 Toorsy.com, 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, you may wish to refer the matter to the European Commission’s Online Dispute Resolution Platform which can be accessed using the following link: http://ec.europa.eu/odr.
12 Limitation of liability
For the avoidance of doubt, except in respect of Package Holidays, your booking is directly with the Travel Provider. Other than where we are negligent in the provision of our services to you, Toorsy.com 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 in respect of non-Package Holiday bookings.
Specifically, for all non-Package Holiday bookings, 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.
In respect of all bookings 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 Toorsy.com 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 Toorsy.com for death or personal injury resulting from its negligence, fraud or fraudulent misrepresentation or from any other liability which cannot be excluded by law.
13 Cancellation, amendment and other service charges
Accommodation cancellation charges:
· Bookings cancelled more than 30 days before departure – £40 per person cancellation charge (or the value of the booking if lower)
· Booking cancelled 30 days or less before departure – 100% of the booking value
If you make a new accommodation booking within 31 days having cancelled more than 30 days before departure we will refund the charge.
If you cancelled 30 days or less before departure please contact our Sales Team who can advise if any refund is applicable.
For Package Holiday bookings:
Bookings cancelled more than 30 days before departure – loss of all deposits paid (initial and second deposit if applicable) plus £40 per person cancellation charge
· Booking cancelled 30 days or less before departure – 100% of the booking value
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. Some attraction tickets are non-refundable.
For other products the Travel Provider may charge the cancellation charge shown in their Booking Conditions.
For the avoidance of doubt, any cancellation charges levied are wholly independent from the deposit arrangements on any given booking and in the event that 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 Toorsy.com) at that time.
We levy £20 per person charge to make an amendment to your booking including in respect of the addition of some airline baggage as detailed below or in relation to Package Holiday bookings.
Baggage in respect of Easyjet and Monarch bookings can generally be added online via logging onto Manage Booking. Adding baggage for these airlines via the call centre will incur an administration fee of £10 per person.
Occasionally Travel Providers may apply a charge, in the event that they do we will notify you of the charge which will need to be settled prior to processing an amendment request.
If You Change Your Package Booking:
We’ll charge amendment fees to change a name on a booking; these will be added to the new invoice. If the lead passenger is changed, a new lead passenger has to be nominated and they will be responsible for payment of any balance due on that new invoice.
If we are able to make changes to your booking we will charge an ‘Amendment Fee’ of £50.00 per booking plus any charges applied by the service providers.
Please bear in mind that certain airlines and other transport providers treat changes as a cancellation and charge accordingly, up to 100% of the cost for that part of the arrangement. Where applicable these charges will be passed on to you.
When changing your holiday details, the price of your new travel arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.
Some arrangements cannot be removed once they have been added to your booking. Certain extras, such as excursions, theme park tickets may be non-refundable. We will make this clear when you book those arrangements, please check with us if you are unsure at the time of booking.
If you choose to cancel your booking we will not refund you any Administration Fee(s).
Your contract with Toorsy.com 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.
15 Credit Card Fraud Protection
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. 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, that a credit check is not performed and 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.
16 Accommodation bookings
16.1 Payment on booking
Hotels offer the following different types of rates and payment patterns through Toorsy.com.
1. Standard – 20% deposit on booking with the balance payable 12 weeks prior to check-in
2. Promotional – Super low £1 deposit on booking with the balance payable 21 days prior to check-in
3. Discounted non-refundable – rates only offered as 100% payable on booking / non-refundable and non-changeable
4. Pay Hotel – hotel will charge your payment card in local currency for the amount due before or during your stay
The payment pattern applicable to your booking will be clearly shown 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.
16.2 Booking confirmation
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.
16.3 Accommodation vouchers
Vouchers will be sent by automated email or by post within 10 days of booking, subject to full payment being received by Toorsy.com. 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.
16.4 Child Discounts
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.
16.6 Requests for accommodation
We will happily approach Travel Providers to request accommodation, when not available from our wide range. We make no charge for this service.
16.7 Special requests
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.
16.8 What is included in the price?
Hotel and apartment prices shown our websites are shown, based upon the information you supply, inclusive of all taxes, service charges and the meal arrangements specified below.
Not included are local resort charges, or charges for cots, which are occasionally levied direct by the hotel, details of which can be obtained before you depart on request.
· RO – Room only – no meals
· SC – Self-Catering – no meals, but cooking facilities are provided
· BB – Bed & Breakfast – continental breakfast
· HB – Half Board – continental breakfast and dinner
· FB – Full Board – continental breakfast, lunch and dinner
· AI – All Inclusive – continental breakfast, lunch, dinner and local branded beverages and soft drinks*
* Hotels may have varying levels of “All Inclusive” – please refer to the description listed under your chosen accommodation.
16.9 Room configurations
When more than two people share a room the hotel may specify that this is based on the room’s ‘existing bedding’ and not provide an additional bed as standard, although rollaway beds can often be booked at an additional charge/
16.10 Gala Meals
Gala meals are provided at many hotels at Christmas and New Year and payment for them is usually compulsory. When you make your reservation with us, the cost of any compulsory gala meals is NOT included in the price unless this is specifically confirmed when you book.
16.11 Star ratings
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 accommodation 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. Also, 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.
16.12 Self catering inventory deposits
In some self-catering properties you will be required to leave an inventory deposit when you arrive, which will be returned to you at the end of your stay, less the cost of any losses or damage incurred.
16.13 Overseas accommodation
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:
· Check in: 3pm
· Check out: 11am
Rooms may be kept on later, to be agreed with the property direct, for an extra charge.
16.14 Website accuracy
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. Room images are presented for information only and the actual room may differ.
17 Airline bookings with specific airlines listed in Appendix 1
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 service
In these cases we will search the relevant airline database, and then, if you choose to buy, will purchase the flight seats on your behalf directly from the airline.
Our Terms of Business and the Supplier Terms of the airline will apply to your booking. The Supplier Terms will be deemed to be incorporated into this contract.
18 Attraction tickets
In general Toorsy.com trades either as an agent for the provider or the consumer as detailed in our Agency and General Terms. Exceptionally, in respect of some attraction tickets Toorsy.com trades as a reseller for the attraction provider.
However, regardless of whether Toorsy.com 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 Toorsy.com 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, and will not be affected by price increases imposed by our Travel Providers or caused by currency fluctuations. There is an exception in the case of excursions, please see below.
18.2 Price match
We will match the price of any other Florida attraction ticket you can find on the web (ABTA licensed UK sites only), where alternative ticket supplier is offering exactly the same service (immediate dispatch, as opposed to just before departure) and hard tickets as opposed to vouchers.
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 be able to be replaced. Toorsy.com accepts no responsibility for, and is not liable for, any loss or damage which may be caused by late delivery, provided that Toorsy.com. can demonstrate that date of postage was not the decisive factor.
18.4 Discovery cove tickets
All Discovery Cove tickets are non-changeable and non-refundable.
18.5 Accuracy of website and prices
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.
19 Fuel surcharge
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.
20. User generated content
As part of our service Toorsy.com offers its customers the opportunity to review their accommodation once they have returned. Reviews are hosted on the Toorsy.com websites and may be featured in emails or other marketing material. The reviews will typically feature the customer’s first name and location (e.g. Katherine from Peacehaven).
20.1 Your privacy
Toorsy.com will only publish the reviewer’s first name and location. All other personal information and booking details will remain private.
In submitting a review you grant Toorsy.com a perpetual, irrevocable and royalty-free license to reproduce the content (or an excerpt thereof) in future communications.
20.2 Review content
Whilst Toorsy.com encourages customers to share their experiences, we will not publish reviews that:
· include offensive language or offend in any way
· personally name individuals
· promote other businesses
· are not a review of the accommodation but instead describe other elements of the booking process or holiday.
When submitting reviews you agree to:
· submit an honest opinion of your travel experience
· not to include any advertising or spam
· not to include any misleading or incorrect information
· Monarch Airlines
· Wizz Air
· Aer Lingus