1. Why should I read this?
Because it is very important. This Trading Charter, together with the important Holiday Information, forms the basis of a legally binding contract between you (the person making the booking and everyone else named) and us (Cozy Tours LLP). If you take a few moments to study them you will see that they set out in simple terms what responsibilities we each have under the contract. Reading it now may help to avoid problems later.
2. How and when do I make this contract with you?
Whichever way you contact us the contract is made when your booking is entered on to our reservation system and we issue a confirmation of booking. We will send you the confirmation of your booking within 10 working days. Please check this very carefully to ensure all the information is correct and tell us immediately of any errors.
3. How is my holiday money protected?
In accordance with "The Package Travel, Package Tours Regulations 1992" all passengers booking tours involving hotels with Cozy Tours are fully insured for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Cozy Tours. Our insurance has been arranged by Towergate Chapman Stevens Ltd.
4. When do I have to pay and how much?
When you make your booking you must pay a deposit of £50 for every person named on the booking. If you book within the balance due date you must pay the total price of the
holiday at the time of booking. In other cases, you must pay the balance of the price of the holiday on or before the balance due date, which is normally six weeks before travel. If you do not, we may cancel your booking and you will have to pay the cancellation charges set out in section below.
5. Can you change the price of my holiday after you have issued the booking confirmation?
Yes we can, but only in very limited circumstances. The price of your holiday can be varied due to changes in:-
Transportation costs such as fuel and/or fuel tax, ferry operator fares and tolls.
Exchange rates applied to the particular holiday booked; or
Dues and taxes including changes in VAT or any other
government imposed charges.
In case of any small variation, Cozy Tours will absorb the price increase. For larger variations we will notify you of the increase, if the increase is more then 10% of the holiday you have the right to cancel it and receive a full refund of monies paid. Should you decide to cancel because of this you must exercise your right to do so within 14 days from issue date printed on the invoice. In addition to sterling we use the Euro in calculating our holiday prices at an exchange rate of £1 = 1.14 set on 10/10/10.
6. Can I change my holiday arrangements?
If you want to make any change to your booking, we will do our best to help but we cannot guarantee to make the change that you want. There maybe an additional charge for facilities requests. Any significant alteration after the balance due date will be treated as a cancellation of the original booking and will be subject to the cancellation charge detailed below. A significant alteration would include change to the number of people travelling.
7. Can I transfer my booking to someone else?
You can transfer your booking to someone else provided you give us reasonable notice. This person must be able to satisfy all the conditions for the holiday and a change cannot normally be made later than seven days for prior to departure. You will remain responsible for ensuring that the holiday is paid for by the balance due date.
8. How can I cancel my holiday?
You, or any member of your party, may cancel at any time provided that the cancellation is made by the person who signed the booking form and is communicated to us in writing via the office at which you made your original booking. You will have to pay cancellation charges set out in the scale below to cover our estimated loss resulting from cancellation. If you are insured against cancellation you may be able to recover the charges from your insurance Your cancellation will take effect from the date when we receive your written confirmation of your cancellation. You must also return any tickets or vouchers that you have received.
A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy or rooms.
Scale of Cancellation charges
Period before departure within which written cancellation of holiday price is received
More than 42 days Loss of deposit
42 - 28 days 30%
27 - 14 days 45%
7 - 13 days 60%
6 - 0 days 100%
9. What happens if you change my holiday?
The arrangements for your holiday will usually have been made many months in advance. All our tours may be subject to change. Any change will be in an effort to enhance the tour, if possible. We will always provide up to date information on the tour. Timings are all dependent on road conditions. Cozy Tours reserves the right to curtail, cancel or alter any tour if circumstances beyond its control render the advertised itinerary inoperable. In case of cancellation all monies paid will be returned to passengers, whereupon Cozy Tours shall be exempt from further liability.
10. What is included in the holiday price?
Holiday price include all coach travel, hotel accommodation and meals as specified in the holiday and hotel description and VAT where applicable. Morning coffee, afternoon tea and other refreshment are not included. Some hotels may make a small charge for porterage and tea and coffee served after dinner. Gratuities to hotel staff and driver/couriers are discretionary, entrance fees, guide fees and city sightseeing tours are not included in the holiday cost unless otherwise stated.
All coach travel is included except where it specifically states 'option' or as an extra on the tour for example rail trips, guided tours or entrance fees etc. Breakfast is defined as an 'English Breakfast' unless otherwise stated. Evening meals are generally three courses and usually be a choice of courses on the menu.
The itinerary for your chosen holiday is summarised on the appropriate brochure page. To help you in planning your holiday, the excursions which are included in the price of your holiday are clearly shown. Minor changes to the brochure itinerary and the final itinerary will not entitle you to
compensation. Unless otherwise stated, excursions to cities and other major places of interest do not include guided tours or entrance fees to places of interest. Whilst you are on an included excursion, a guided boat cruise, train ride or entrance to an attraction may be offered as an optional activity at a reasonable charge.
11. How do I complain?
The tour driver on your holiday is there to deal with any queries or problems that you may encounter. If you have a problem during your holiday, you must inform them immediately.
Likewise if you encounter any problems within the hotel, you MUST inform the hotel staff to allow them to rectify the matter. In most cases these difficulties can be rectified on the spot and it is never possible to reverse hotel problems (ie room or food) after you have returned from your holiday.
Consequently, any such complaint cannot be investigated if no prior notice is made to our tour driver and no claim will be entertained under these circumstances. If they are unable to
resolve the problem to your satisfaction you should complete a Holiday Report Form which is available from your tour driver. If the matter cannot be put right on the spot, you must notify us in writing so that we are in receipt of your complaint within 14 days of the completion of your holiday and this must be sent to The Customer Relations Manager, Cozys, 661 Saunders Close, Green Lane, Letchworth, Herts, SG6 1PF and must quote your booking reference number and holiday destination. Failure to establish your complaint immediately in accordance with the above procedure may affect the outcome. Please note that we can only respond to one letter per booking and that comments written on our questionnaire forms are not classed as a formal complaint.
What happens to complaints?
All complaints that are received are thoroughly investigated. Sometimes these investigations can take time awaiting responses from our suppliers.
12. Passenger Behaviour
We want all our customers to have a happy and carefree holiday. But you must remember that you are responsible for your behaviour and the effect it may have on others. If you or any member of your party is abusive or disruptive or behaves in a way which, in our opinion, could cause damage or injury to others or affect their enjoyment of their holiday, or which could damage property, we have the right after reasonable consideration, to terminate your contract with us. If this happens we will have no further obligations or liability to you. If you damage, howsoever caused, Cozy Tours or our suppliers property you will be charged for repair or replacement. If you soil, howsoever, Cozy Tours or our suppliers property you will be charged reasonable costs for cleaning or replacement if the soiled item(s) can not be returned to their original condition by cleaning. The tour driver, representative, ship's captain, or authorised official of other means of transport is entitled to refuse you boarding if in their reasonable opinion you are unacceptably under the influence of drink or drugs or you are being violent or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges according to the scale shown here. If the refusal is during the holiday or on the return journey we have the right to terminate the contract and will have no further obligations or liability to you.
For the comfort and enjoyment of the rest of our passengers, you may not:-
Play a radio or personal stereos on a coach
Smoke at any time on our coach
Bring alcohol on the coach for the purpose of consumption.
NB: You are responsible for ensuring that you are at the correct pick-up point, on time, throughout the holiday. We would also ask you to consider other passengers and refrain from using mobile phones on the coach.
13. Infectious or Contagious Diseases
We reserve the right to refuse carriage to anyone who has an infectious or contagious illness. If you have suffered from such an illness within 14 days of departure you must obtain a letter from your GP confirming that you are not contagious or infections. We reserve the right to terminate your holiday as a result of such an illness. We will not offer any refund under either of the above circumstances however it may be that such a cancellation would be covered by your travel/holiday insurance.
14. Coach Travel
This will be provided by one of our award winning coaches. Featuring, full air suspension, adjustable arm rests, individual reading lights, double glazed windows, radio CD, DVD, air conditioning, curtains, reclining seats including seat belts, with excellent leg room. Cozys reserves the right to change the size of the coach dependant on numbers and operational reasons.
No Smoking Policy
By law we operate a strict no smoking policy on all our vehicles. We make frequent comfort stops.
We do not allow pets to be taken on our holidays. Registered Assistance Dogs will normally be accommodated on UK holidays only.
Can I book my seat?
Yes, requests for particular coach seats can be made on most coach holidays at the time of booking, and you will be told when you book. We cannot accept bookings which are conditional on the provision of specific seats. We will do everything possible to conform to the seating plans shown and to provide the seat numbers booked by customers; however, this may not always be possible. On occasions it may be necessary for us to reallocate seats, in which instance all customers will be notified. We do not allocate specific seats on coaches operating feeder services. A seating plan is held for each holiday and passengers can choose their seat. If your requested seat is not available we will offer the next available nearest seat unless otherwise requested. These seats are kept throughout the holiday except on feeder coaches. Please note that occasionally we use coaches with a different seat plan and the seat position may alter. Please note that in front of seats 1,2,3,4,25,26 there is a modesty board as the entrance/exit steps are located there and as a consequence there may be slight reduction in leg room
It is important that you ensure that the luggage labels provided by us are firmly attached to your luggage as this assists our staff and porters in identifying the luggage belonging to our customers. Please note that due to limited space for luggage we restrict luggage to one medium sized suitcase which should weigh no more than 20kg per person. You may also take a small bag with you on board the coach but this must be of a size suitable to be stored on the overhead luggage rack. When an overnight stop is part of a tour you may also bring a small overnight bag with you. You should tell the driver when your luggage is being loaded to ensure that this bag can easily be available at the over night hotel. Whilst this is convenient it should be noted that although the luggage lockers will remain locked we cannot accept any responsibility for loss or damage to belongings left on the coach overnight. We advise you to take all your personal belongings with you at overnight stops. If you exceed these luggage allowances we may at our discretion agree to carry the luggage if space and weight restrictions allow and the welfare of staff is not placed in jeopardy.
Any items of lost property found on our coach will be handed into our office as soon as possible. It is then available from there for collection. We cannot, however, accept responsibility for any item of lost property left on our coaches.
15. Heath & Safety on holiday
The Department of Health produce a leaflet "Health Advice for Travellers" which can be obtained from your GP. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a coach journey of more then 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctor's certificate confirming that you are fit to travel. During the journey we provide comfort stops as frequently as possible. During these stops you are encouraged to get off the coach and walk around. Exercise reduces and discomfort which may be caused by periods of immobility.
16. Pick up point, itineraries, travel documents and passport
You are responsible for ensuring that you are at the correct departure point, at the correct time, with the correct documents and we can not be held liable for any loss or expense suffered by you or your party because of an incorrect passport or late arrival at the departure point. If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of three months after your scheduled date of return. Non-UK citizens must seek passport and visa advice from the consulates of the countries you plan to visit prior to making a booking for one of our holidays. The name on the passport must match the name on the ticket. If someone in your party changes their name after the booking is made you must tell us immediately so that we can issue the ticket in the new name.
Approximately 10 days prior to departure we will send the lead named passenger all the necessary labels so that you receive them in good time for your holiday. Certain travel documents may have to be retained by us and your tour driver will issue them to you at the relevant time. If you lose a travel document after it has been issued to you we will require you to meet the direct cost charged by the carrier/supplier for the issue of a duplicate or replacement.
Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. Admission fees to buildings, grounds etc. are not included in the price of the holiday unless otherwise stated on the relevant brochure page. Refunds will not be made if a passenger does not wish to take advantage of any part of a holiday which is included in the price.
17. Medical arrangements European Health Insurance Card (EHIC)
On all holidays to the Republic of Ireland and any holiday where an excursion to a Member State of the EC is offered, included or optional, it is advisable to carry with you your EHIC card. Details for this are available from the Post Office or online and entitles you to free or reduced cost emergency state medical treatment in the EC.
18. Terminating your holiday
If you choose to terminate your holiday of your own volition for whatever reason, Cozy Tours LLP will not be liable for any additional expenses incurred and no refunds will be given for any part of the holiday not taken.
19. Travel delays
There are occasions when our coaches are delayed due to traffic congestion, ferry delays etc. We cannot accept liability for these delays, howsoever caused.
20. Mechanical failures
Whilst we go to great efforts to ensure that everything functions correctly to ensure smooth and enjoyable holiday, there are occasions when mechanical items fail, in the event of any such failure, Cozy Tours will attempt to minimise any inconvenience but we cannot be financially liable should such occur.
21. Special needs
Unfortunately, many hotels do not provide adequate facilities for guests with mobility problems or who suffer from other disabilities. Please notify us before you book if you or a member of your party has special needs or suffers from a disability.
We are keen to plan arrangements for your holiday so that special needs and requests can be accommodated as far as possible. If you will need assistance or special facilities in the hotel, or may have difficulties in taking part in excursions or boarding and travelling on the coach or other means of transport you must let us know in advance. Not all holidays in this brochure may be suitable for you. We want you to enjoy your holiday and will try to help you select an appropriate trip, for further information you should contact Cozy Tours.
Our Tour Driver likes to help and is happy to provide general assistance to our customers but cannot:
Undertake any action which may put their health, safety, welfare or the legal requirements for a break in duty at risk.
Act as (physical or social) carers for customers at departure, on the journey, on arrival or at any time during the holiday.
If you wish to take a mobility scooter or wheelchair on your holiday you must request this at the time of booking and carriage is at the discretion of the company. Any such
equipment must fold flat for storage or must be broken down into pieces of no more than 20kg and be assembled, dismantled and handled by the user or their companion. We recommend that you hire such equipment in resort to alleviate such problems.
22. Special requests
If you have a special request, we will do our best to help but, save as set out below, we cannot guarantee that it will be fulfilled. Please inform us of your request before you make your booking and ensure that you provide as much detail as possible. If fulfilment of your special request is vital to your holiday, it must be specifically agreed with us before or at time when you make your booking. We will comply with any special request which has been specifically agreed. General confirmation that a special request has been noted or passed on to our supplier is not confirmation that your request will be met. All special requests are subject to availability unless and until they are specifically confirmed by us and the word 'guaranteed' appears next to the item on your confirmation. If fulfilment of your special request incurs and additional costs, we will either invoice this prior to your departure or inform you that it will have to be paid locally.
If your special request relates to special diet, please tell us before booking or as soon as you are medically advised and send us a copy of the diet. We will contact the hotel or hotels on your holiday but please note that some hotels may not have facilities to cope with special diets and we cannot be held liable for their failure to do so unless we have specifically confirmed to you that a special diet will be catered for. Where we think that a hotel is unlikely to be able to cope with a special diet we will tell you prior to issuing a booking confirmation so that you can exercise your right to cancel.
Single occupancy of rooms when available may be subject to a supplementary charge and this will be shown on the brochure page.
Some of our hotels arrange additional entertainment. Where this is part of the holiday details are given on the respective brochure page. Where it is not specified it may still be available but is at the discretion of the hotel and is not guaranteed. It may be withdrawn for a lack of demand or for operational reasons.
23. Suppliers Facilities
Suppliers facilities such as at hotels, at attractions etc have been described in good faith but we cannot guarantee that a given facility will be available at any given time. Images of hotels used in the brochure are often provided by the supplier and are used to show a representation of the hotel. Hotels often have different styles and size rooms and so the room you are allocated may not be as shown. Also please note that occasionally extra items not normally included (but usually available for an extra charge) such as wine or dressing gowns etc may be used to enhance the image.
24. Do I need travel insurance?
We strongly recommend that you are adequately insured for any of our holidays. Prior to departure we will request that you provide to us details of your insurers, your policy number and the emergency contact number stated on your policy.
From 1st January 2009, the sale of travel insurance connected to holiday or related travel will be regulated by the Financial Services Authority. As we do not hold the necessary authorisation, we are no longer able to offer or advise on travel insurance related matters after this date. Please find attached / enclosed a leaflet from our preferred Insurance Brokers which will give you information on how to purchase Travel Insurance from them. Towergate Chapman Stevens are Travel Insurance Specialists in the Coaching Industry.
25. Statutory authorities
This brochure is issued subject to applicable Acts of Parliament and Government Regulations and the company reserves the right to modify itineraries to conform to requests from the competent authorities in the United Kingdom and any other sovereign state through which the tour will operate.
26. Data Protection Act
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as names, address, any special needs/dietary requirements etc.
We take full responsibility for ensuring that proper measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as hotels, transport companies etc. The information may also be supplied to security checking companies, public authorities such as customs/immigration if required by them, or as required by law.
27. Errors and omissions
Although every effort has been made to ensure the accuracy of the information in this brochure at the time of printing we cannot accept responsibility for any errors or omissions.
28. Day Trips
Bookings must be made in advance.
Payment required at time of booking by cash / cheque or Credit/debit card
No payment on the day of travel.
Prices do not include admission charges unless otherwise stated
Child Fares unless otherwise stated, the words "child and children" wherever they appear, applies to person(s) less than 16 years of age at time of travel. Under no circumstances will children under the age of 16 be carried unless accompanied by an adult (someone over the age of 18). Any child requiring a car seat must be provided for by the parents.
Senior Citizens unless otherwise stated the words "Senior Citizens or OAP" refers to persons over 60 years of age at the time of travel.
Company Cancellation Cozy Tours reserves the right to cancel any daytrip with less than 20 passengers. This excludes daytrips to Calais where Cozy Tours reserves the right to cancel if less than 30 passengers. Cozy Tours guarantees to refund all money paid in advance for any daytrips which is cancelled by Cozy Tours.
Passenger Cancellations received 14 days or more prior to travel will qualify for a refund of 80% of the fare paid. Notification received less than 14 days will only qualify for a 50% refund. Under no circumstances will cancellations be accepted on the day of travel. If the fair paid includes any admissions charges, any refund paid will only apply to the coach fare portion of payment.
Cozy Tours does not hold itself responsible for any loss, damage, delay, injury or any other misadventure arising from any cause whatsoever.
Cozy Tours reserves the right to refuse a booking.
All Details and prices are correct at time of going to press.
Cozy Tours reserve the right to change prices without notice
This brochure was published in the United Kingdom by Cozy Tours LLP, 661 Saunders Close, Green Lane, Letchworth, Herts, SG6 1PF