Terms & Conditions

1. INTRODUCTION

Your booking is made on the basis of these terms and conditions, including any other information we may provide to you prior to booking. Please read these terms and conditions carefully before entering into this contract. If there is anything you do not understand please contact us on 020 7650 3100 or by e- mail at contactus@fello.co.uk.

In these terms and conditions any reference to ‘you’ or ‘your party’ means all persons named on the booking including any persons added or substituted at a later date and/or the company, firm, entity or organisation you represent, collectively ‘the Client’. References to ‘we’ ‘us’ or ‘our’ are references to Fello Travel Ltd (FTL) trading as “Fello”, the ‘Parties’.

When you make a booking you guarantee that you have the authority to accept, and do accept on behalf of your party, these terms and conditions and that you consent to the provisions hereunder.

If any of the terms or part of the terms of these terms and conditions is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but shall not affect the validity and enforceability of the rest of these terms and conditions.

This contract is governed by English Law and both Parties agree to submit to the exclusive jurisdiction of the English Courts at all times. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

We reserve the right to alter, adapt or otherwise change these terms and conditions without notice or liability from time to time. Any such variations will be notified to You via our website at www.fello.co.uk and are also available from our offices.

2. BOOKING & PAYING FOR YOUR ARRANGEMENTS

In order to make a booking with us, we will provide you with a quote for your requested/desired travel arrangements. Once we receive your confirmation that you would like to proceed, and are in receipt of the relevant payment, we will issue the relevant tickets and/or confirmation (“Booking Confirmation”). Your contract with Fello shall come into existence when we issue that Booking Confirmation and your booking is paid.

You are responsible for providing us with all information reasonably required to provide the services and deal with your travel arrangements. You must ensure that all information is complete and accurate, and co-operate with us in all matters relating to your booking and the travel arrangements.

In some circumstances, your travel arrangements and/or booking may require adherence to certain supplier rules in order to proceed. If this is the case, we will confirm rules required either directly to you, or within the travel information provided to you, and may need to cancel or refuse any booking that does not meet the requisite booking requirements. See Clause 12 for more on this.

3. YOUR FINANCIAL PROTECTION (Leisure Package Rules)

Fello holds Air Travel Organiser's Licence (“ATOL”) number 10298 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk .

Many of the flights and flight inclusive services we provide are financially protected by the ATOL scheme. But ATOL protection does not apply to all travel services that we sell. ATOL protection extends primarily to customers who book and pay in the United Kingdom. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate, then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all parts of the trip are not listed on it, those parts not listed will not be ATOL protected. For more information about financial protection and/or the ATOL Certificate, please visit: www.atol.org.uk/atolcertificate.

When you buy an ATOL protected product from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount payable per person to the CAA as part of the ATOL Protection Contribution (APC). Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (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 to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

We provide full financial protection for our package holidays which don’t include flights, by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk You agree to accept that in the event of our insolvency, ABTA may arrange for the travel services you have booked to continue, or for a suitable alternative to be provided at the same cost of your original booking. You also agree to accept that in circumstances where the travel services supplier provides the services you have booked, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.

4. ACCURACY

We endeavour to ensure that all the information and prices are accurate, however occasionally changes and errors occur, and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.

By making a booking with us, you confirm your understanding and acceptance that we act solely as an agent on behalf of the relevant package organiser or travel service provider, including for packages we facilitate. As such, Fello and its directors, staff, and agents are not liable for the travel services themselves, except as expressly outlined in these Terms and/or the Package Travel Regulations.

If you choose to book any activity, excursion, or tour during your trip, your agreement will be with the operator of that service, and your legal rights will rest with them. We are not responsible for the delivery or outcome of such activities unless any issue arises from our own fault. Similarly, certain facilities available at or near your accommodation may be offered by third parties, for example, but not limited to, water activities, sunbeds, equipment rental, spas, or massages. Neither we nor the accommodation provider are responsible for those services.

4. OUR ROLE AS AGENT

When you contact us and we make a booking on your behalf, you acknowledge and agree that we will be acting as an agent only for the relevant airline, accommodation or other Travel Provider used, unless specifically informed otherwise as “organiser” under Package Regulations.

Our obligation to you and the specific Service(s) we provide is to (and you expressly authorise us to by accepting the provisions of this Agreement and the wider Contract) make travel bookings on your behalf and to arrange relevant contracts between you and Travel Providers. The Travel Provider, and not Fello, will, at all times, be responsible to you for the provision of the relevant direct travel Service(s). Any Services we provide to you in arranging your travel are collateral to our agency relationship with the Travel Provider and are separate to the actual provision of the travel services. Your legal recourse for the Services is always against the specific Travel Provider and, except to the extent a problem is caused by fault on our part, not against us. Specifically, if for any reason (excluding fault on our part), any Travel Provider is unable to provide the travel services for which you have contracted, your remedy lies against the Travel Provider and not with us.

If there is a problem during your travel, we strongly advise you to bring it to the attention of us and the relevant Travel Provider as soon as possible and complete any official complaint report/ documentation they may have available.

5. PRICES

Price Guarantee: You will be quoted a fare & taxes for your selected itinerary at the time of booking and advised of any special conditions, including (i) the date by which the booking must be confirmed to obtain this price, (ii) any Special Fares and rules/restrictions associated with such Special Fares, and/or (iii) any other information, rules or restrictions as determined by us or our suppliers. Only once you have confirmed your acceptance of the booking and all travel documentation has been issued will the invoice price of your fare be guaranteed (subject to any additional governmental or travel provider taxes or charges as reasonably required, including, but not limited to, out of hours' call charges, ticketing re-issues for changes and any applicable fare differences, add on products i.e. visa applications, VIP meet & greets, transfers, and associated service fees). If you confirm your booking later than the advised date your fare will be re-priced, and you will be advised accordingly.

Should any of the additional government or similar taxes & charges change after booking we will advise you as soon as possible of any extra payment required. Please note that these taxes and charges are unlikely to originate with us.

6. PAYMENT, TICKETS AND DELIVERIES

Payment Method: Fello accepts all major credit and debit cards and payment by bank transfer (BACS).

Any payment via bank transfer will only be valid upon receipt of cleared funds; proof of transfer will not constitute to payment being completed. Fello holds no responsibility or liability for delays in payment and only accepts cleared funds as proof of payment, cleared during UK Business Hours or, next business working day where applicable.

Corporate Cards: A charge is levied on corporate credit and charge card payments – the rate may be amended from time to time.

Deposit: When making an eligible booking, you may be able to pay a non-refundable deposit to guarantee availability of your requirements. You further agree to pay the full balance 8 weeks before departure or on the agreed date provided at quotation stage if sooner. (the final payment deadline).

Late Payment and Non-Payment: If any sums due to Fello are not paid on time Fello reserves the right to (at its sole discretion) (i) cancel your booking, (ii) suspend the ability to make any future bookings, and/or (iii) charge interest on the overdue amount.

In the event that your booking is cancelled due to non-payment, we will treat the booking as cancelled by you – see Clause 9.

Special Fares: We are often able to offer special lower rates and fares, where such rates are offered to Fello by our suppliers (“Special Fares”). These Special Fares are offered to us by our suppliers with certain restrictions, rules and on a non-refundable basis. To take advantage of Special Fares, Fello may therefore be required to issue tickets well before departure and you may incur cancellation charges of up to 100% of the cost if you have to cancel or make changes after tickets have been issued.

Travel Documents: Once we have received payment in full, your travel documents will be forwarded to you. Please note all documentation is usually sent to your stored email or postal address unless you request otherwise.

Late Bookings (within 8 weeks): In the event of Late Bookings: (a) You agree to pay the full balance invoiced at the time of booking, subject to booking conditions and (b) it may be necessary for any required physical travel documents to be sent to you by special delivery or issued on departure. This is usually the case for bookings made within 3 working days of your departure date. In these circumstances, we will give you our opinion as to the best way to get the necessary travel documentation to you but can accept no responsibility whatsoever for failure of your travel documentation to reach you in time. Please be aware that extra charges are payable by you (in respect of our costs, and any relevant supplier costs) for special delivery.

7. YOUR BEHAVIOUR

All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, harassment, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.

8. CHANGES MADE BY YOU

If, after your travel documentation and our Booking Confirmation have been issued, you wish to alter the travel arrangements in any way, please contact us and confirm this in writing as soon as possible. Fello retains the right to confirm change authorisations with the approved booker and/or lead passenger.

Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee per person (excluding infants) as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with Clause 9.

9. CANCELLATION BY YOU

You may cancel your travel arrangements at any time. Written notification from the lead person and/or authorised person on the booking must be received by us and acknowledged by our agents.

As we incur costs in arranging, and subsequently cancelling, your travel arrangements you will be required to pay any applicable cancellation charges.

Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. This will be detailed in your travel arrangement’s individual booking conditions- for example, but not limited to; “non-refundable” or “not permitted” regarding cancellation.

If the reason for your cancellation is covered under the terms of any insurance policy you hold, you may be able to reclaim these charges.

Leisure Bookings

This Clause 9 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 .For eligible packages with deposit & final balance structure:

Proximity to departure & Cancellation fee (per person)

8 weeks or more: Loss of deposit* including prepayments

8 weeks to 4 weeks: Above plus final payment & other non refundable elements

4 weeks to 14 days: Above plus/or 50% of total cost of holiday, whichever is greater

Within 14 days: 100% of total cost of travel

*the deposit amount will be set out on your booking confirmation.

Cancellation by You due to Unavoidable & Extraordinary Circumstances (leisure packages):

You may terminate the package travel contract applicable to your holiday at any time before the start of the package without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at the place of destination or its immediate vicinity which will significantly affect the performance of the package or carriage to your holiday destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. In order to rely on this clause you must be able to show that, based on the information available at the time of cancellation, there was no longer a reasonable possibility of your holiday going ahead (either at all or without being significantly affected).

For the purposes of this clause, “unavoidable and extraordinary circumstances” may include warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination, or natural disasters such as floods, earthquakes or weather conditions which significantly affect travel to the travel destination as agreed in the package travel contract.

10. REFUNDS

All refunds for travel services (where available, and subject to the conditions of your booking) that are cancelled or not used will only be issued to the original form of payment or in the form of a credit note as soon as the full amount due has been refunded to us by the relevant supplier (airline, hotelier, etc.).

In the event that there is a negative balance on your Credit Account (or any other credit facility), you agree that Fello may at any time use any refund received against any sums you owe to Fello, or against any negative balance on such Credit Account (or other such credit facility).

Since we have to pay suppliers whilst they process any available refund application, our invoice to you must be paid in accordance with these terms and conditions whilst we wait.

Please be aware that sometimes refunds are not available. Where refunds are available we charge a per person fee for this service.

All relevant travel documentation must be returned to our offices within 14 calendar days of your return for any refund application to be made. If you do not do so you will not be able to claim any available refund.

11. CHANGES MADE BY US

It is extremely unlikely Fello will have to make changes to your travel arrangements. Regrettably however, amendments may sometimes be necessary, and errors occasionally occur. Upon receipt of your travel documents, you must check the details of the travel arrangements that have been made and notify us immediately of any errors or issues.

We reserve the right to make changes or correct errors at any time both before and after we send you our Booking Confirmation. The clear majority of these changes will be minor, and we will do our best to try to advise you of these before you depart. Flight timings, aircraft types, and operators advertised may be subject to change for operational reasons and these are deemed to be minor changes. Your flight will be subject to international conventions and the conditions of carriage can be found on the airline’s website. Fello accepts no liability for any change or amendment required due to international convention or general conditions of carriage.

A major change can be many things, but for example might be a change of scheduled UK airport or destination airport (except where the change is between 2 airports serving the same destination) or a change of scheduled departure time by more than 12 hours. In these circumstances you have the following options:

a) (For Significant Changes) Accept the altered travel arrangements;

b) Accept alternative travel arrangements we may be able to offer; or

c) Cancel your travel arrangements with us without charge.

If you choose c) we will refund all your monies to you and if you choose we will pay compensation to you on the scale set out below. If you choose a) or b) we will refund any difference in cost of the new arrangements to you if the new cost is lower but if the new cost is higher than the original booking you will have to pay the difference, except where the change arises due to circumstances over which we have no control (“Force Majeure”).

If you choose we will pay you compensation on the scale set out below:

Hours or days before departure notice of change is given- Compensation per full fare paying passenger

0 - 48 hours: Option A or B: £50 Option C: £25

2 – 14 days: Option A or B: £20 Option C: £10

More than 14 days: N/A

Fello’s liability in all cases involving a major change or cancellation is limited to the options and compensation set out above.

Compensation is not payable if we have to make changes for unusual or unforeseeable circumstances, which we could not have avoided even with due care. Compensation will not be payable for changes or cancellation due to your failure to pay any balance or because of Force Majeure.

12. CANCELLATION BY US

It is extremely unlikely Fello will have to cancel your travel arrangements. However, we reserve the right to do so in any circumstances. Examples of instances where this may be necessary include Force Majeure; if you have not paid the final balance; or if the minimum number of customers required for a particular travel arrangement is not reached. If we are unable to provide the booked travel arrangements and we have received payment for the booking, you can either have a refund of all monies paid or (where available) accept an offer of alternative travel arrangements of comparable standard from us. In these circumstances, except for reasons of Force Majeure, if you wish we will pay compensation as per (and in accordance with) Clause 11, above.

13. TRAVEL INSURANCE

It is a requirement of booking with us that you have adequate travel insurance for all trips. Fello will in no circumstances be liable for any personal injuries or losses (including financial losses) suffered by you which are not directly as a result of any act and/or omission by Fello in making your travel arrangements.

14. ENTRY, PASSPORT, VISA & IMMIGRATION REQUIREMENTS, SAFETY & HEALTH FORMALITIES

We can only provide general information regarding entry, passport, visa, immigration requirements and safety and health formalities applicable to your itinerary. It is your responsibility to check such requirements (in good time before departure), in order to make your decisions to fulfil such requirements regarding your destination and/or the country(ies) through which you may be transiting through.

Such information which you may need to check includes (but is not limited to) passport requirements including the validity of your passport for the duration of your trip, whether your passport must be machine readable or which visas/waivers may be required for entry such as ESTA for USA travel, ETA for UK travel and/or ETIAS for EU travel.

You must check requirements for your own specific circumstances with the relevant bodies as applicable. We have provided a few useful resources below, though it is your responsibility to check and see if such a body would be relevant to yourself.

• the Foreign, Commonwealth and Development Office (“FCDO”, https://www.gov.uk/travelaware) (applicable to UK residents);

• UK Passport Office (0870 5210410 or https://www.gov.uk/browse/citizenship.

• Embassies, High Commission and/or Consulates;

• Your own doctor.

For UK residents booking European travel, you should obtain a UK Global Health Insurance Card (UK GHIC) prior to departure which may provide limited medical treatment in most EEA countries. However, such cover may be extremely limited and for emergency purposes only. Nevertheless, all passengers to any destination should obtain comprehensive medical insurance prior to departure, including cover for emergency medical treatment and associated costs.

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any entry, passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any entry passport, visa, immigration requirements or health formalities.

15. EVENTS BEYOND OUR CONTROL (“FORCE MAJEURE”)

We define Force Majeure to be including but not limited to - war or the threat thereof, riots, civil unrest, industrial disputes, terrorist acts and their consequences, outbreaks of plague, epidemics, pandemics, infectious diseases or any other public health emergencies (including quarantines or related restrictions), natural or man-made disasters (such as volcanic ash clouds or hurricanes), nuclear incidents, fires, severe or disruptive weather conditions (including actual or forecast snow and fog), airport or port closures or congestion, unavoidable technical issues with transport, unexpected changes to transport schedules, delays or cancellations, national or international travel bans, updates to travel or health advisories, quarantine requirements, changes to immigration, labour, or free movement regulations, rescheduling of flights, ships or other transport, amendments to applicable laws, and government actions such as border closures or evacuation orders, as well as comparable events.

16. OUR LIABILITY TO YOU

Individual Bookings

We ensure that we only work with reputable Travel Providers. However, we are not a direct provider of travel services and have no control over, or liability for, the Travel Providers we use.

We are responsible for ensuring that we manage your booking with reasonable skill and care and, accordingly, our liability to you (except for fraud, or death or personal injury caused by our negligence) will be limited to supplying the relevant Service again or paying the cost of having the relevant Service supplied again.

Our liability will at all times be limited to the extent that any relevant international convention(s).

In no event do we accept any liability in contract, tort or otherwise, for any injury, damage, loss, delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party service providers (including Travel Providers) over whom we have no direct control. Furthermore, we do not accept any liability in contract, tort or otherwise, for any injury, damage, loss, delay, additional expense or inconvenience caused directly or indirectly by force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part.

We also do not accept any liability in contract, tort or otherwise, for consequential loss (meaning indirect loss, loss of revenue, loss of reputation, loss of profits, loss of actual or anticipated savings, lost opportunities, including opportunities to enter into arrangements with third parties or loss or damage in connection with claims against you by third parties) howsoever caused in connection with your travel arrangements.

Leisure Package Bookings

(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of the travel services specifically included in your package, as set out in your confirmation invoice and the information we provided to you regarding the services prior to booking. Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your confirmation invoice and the information we provided to you regarding the services prior to booking.

(2) We will not be responsible or pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers.

(3) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

(a) the acts and/or omissions of the person affected; or

(b) the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or

(4) We limit the amount of compensation we may have to pay you if we are found liable under this clause to:

(a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.

(b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

(5) Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services set out in the confirmation invoice and the information we provided to you regarding the services prior to booking and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation in respect of any claim for damages or compensation whatsoever will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions 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.

(6) It is a condition of our acceptance of liability under this condition that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(7) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(8) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:

(a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you;

(b) related to any business;

(9) We will not accept responsibility for services or facilities which do not form part of our agreement. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

(10) Where it is impossible for you to return to your departure point as per the agreed return date of your holiday, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” may include warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point. It is a condition of the acceptance of liability that you notify us of any claim in accordance with the conditions relating to complaints. Where any payment is made to you or any members of your party that person must assign to us or our insurers any rights they may have to pursue any third party. They must furthermore agree to fully co-operate should our insurers or Fello wish to enforce those rights.

17. CONDITIONS OF SUPPLIERS

Many of the services which make up your itinerary are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

18. SPECIAL REQUESTS & NEEDS

We are not a specialist disabled travel company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your booking, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

Any other special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been contractually confirmed by us. We do not accept bookings that are conditional upon any special request being met.

19. EMERGENCY ASSISTANCE

When booking with Fello, you will have access to 24/7 emergency phone support wherever you are in the world. During UK business hours, your booking agent/team will be able to assist you, outside of this our specialist team will be on hand.

Please find the phone number on your travel documentation to ensure you reach the correct team. This is a non-premium UK landline phone number however international calling costs charged by your phone provider may be incurred to you the client.

20. OUR DATA PROTECTION POLICY

Calls may be recorded or monitored for training & quality purposes. To process your booking and ensure that your travel plans run smoothly Fello may use the information you provide such as name, address, any special needs, etc. We must pass the information to the relevant suppliers of your travel arrangements such as airlines, hotels, etc.

We take full responsibility for ensuring that proper security measures are in place to protect your information. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them or as required by law.

The implementation of the General Data Protection Regulation ensures stricter rules for processing personal data. Details of how Fello processes personal data, and the rights available to you are set out in our Privacy Policy (which is available on our website: https://fello.co.uk/privacy-policy) and, where relevant to our contract with you, our Data Protection Addendum (DPA), which is available upon request. The clauses of the DPA are incorporated into this contract.

You are entitled to a copy of your information held by us. If you would like to see this, please get in touch.

21. IF YOU HAVE A COMPLAINT

If you have a problem during your travel programme, Fello strongly advises you to bring it to the attention of the relevant supplier (e.g. hotelier, airline) as soon as possible and complete any official complaint report/ documentation they may have available. Failure to do so it may jeopardise your rights to make a claim afterwards. Most complaints however, can be resolved quickly & efficiently by speaking to the relevant supplier at the time. If you are unable to resolve your complaint locally, please do let us know in writing within 28 calendar days of your return either by writing to our Customer Services Manager at Fello Travel Ltd, 422 Landmark Cannon Place, 78 Cannon Street, London, EC4N 6HL or by e- mail to contactus@fello.co.uk.

Please include your booking reference, a copy of any complaint report/document you have previously completed (whether sent to us or one of our suppliers), and all other relevant information.

We hope that any complaint you may have can be settled amicably between us. However, disputes arising out of, or in connection with this contract which cannot be settled amicably, may (if you wish) be referred to Arbitration under a special scheme, which is arranged by ABTA, but is administered quite independently by Hunt ADR. The scheme provides for a simple and inexpensive method of Arbitration on documents alone, with restricted liability on you in respect of costs.

Claims under the Scheme cannot be made for more than a total of £25,000, limited to £5,000 per person. Where a claim for personal injury/sickness is made the limit on the amount claimed is £1,500.00 per person. PLEASE NOTE: the personal injury/sickness element cannot be most of the claim unless the ABTA member agrees to this at the Pre Action stage (Stage 1).

If you choose to proceed to Arbitration under this scheme, you must send a written notice of your decision to ABTA within 18 months after your scheduled date of return. Full details of the scheme are available from ABTA (See the ABTA’s website for contact details).

22. ADVANCE PASSENGER INFORMATION

A number of Governments are introducing new requirements for our suppliers to provide personal information about all travellers to the Authorities prior to travellers arriving at the destination. The data will be collected either at the time of or after a booking is made. Where we collect this data, we will treat it in accordance with our Privacy Policy.

23. COOKIE POLICY

This policy applies to our use of “cookies” in connection with this website

Protecting our customers is at the heart of everything we do at Fello and protecting your information is no exception. We use cookies on our Website to help make your visits more effective so we'd like to explain more about how and why we use them. By continuing to browse our Websites without adjusting your browser settings to block cookies (more about this below ‘Accept or Block Cookies), you are agreeing to our use of cookies.

What are cookies?

A Cookie is a small text file that can be stored by your browser on the device you use to access internet and allows the browser to pass small amounts of information to help you efficiently browse our website and how you interact with our webpages to improve your experience.

We will never share any personal information about you with any third parties and the cookies used maintain your anonymity.

For example:

Cookie Analytics: Google Analytics _gat _gid

Detail: Provides information on how you navigate our website and we use this information to improve the performance of our website and the information presented to users

Expiry: Session

Cookie Analytics: Google Analytics _ga

Detail: Provides information on how you navigate our website and we use this information to improve the performance of our website and the information presented to users

Expiry: 2 years

How to reject and delete cookies

Should you wish to reject or block the use of cookies, you can do so at any time, usually by clicking ‘Help’ on your browser. Cookies are specific to individual browsers so if you use more than one browser, you will need to delete cookies on each browser. Please be aware though that by rejecting cookies you may not receive the optimum website experience.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org