Terms and Conditions
Company Name: Journey Africa
Company Number: 16420210
Registered Address: 1 Tyrell Close, Stanford in the Vale, SN7 8EY
Except where otherwise specified, your contract is with Journey Africa Ltd, a company registered in the United Kingdom. This contract comes into existence once you pay your deposit invoice. By making a booking, you agree to pay for the travel arrangements, and we agree to provide the services detailed in the confirmed itinerary. If we are unable to confirm your booking, we will return your payment promptly.
1. Booking and Payment – A non-refundable deposit (confirmed at booking) is required upon booking and 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, this may result in cancellation of your booking.
2. Insurance – Journey Africa require you to take out travel insurance as a condition of booking with us 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.
3. Special requests – If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. Whilst we will endeavor to meet all reasonable requests, we cannot guarantee that they will be met and we will have no liability to you if they are not.
4. Changes and Cancellations by you
If you need to make any changes, or to cancel your booking, this must be done immediately, in writing. Proof of posting is not proof of receipt, therefore you are advised to also confirm all changes by telephone. We will do our best to accommodate any amendments, and reserve the right to charge an administration charge, plus any additional costs.
Cancellation charges will apply. From the date of deposit, the deposit is non-refundable. From final balance date to 32 days prior to departure, 50 % of remaining holiday cost (plus deposit). Any payments made to airlines or hotels will also be retained. From 31 day prior to departure, the full payment is non-refundable. We will do our outmost to assist with any travel insurance claims on your behalf, if necessary.
There may be circumstances when these conditions do not apply (they could be stricter or more flexible) and we will advise this on a case by case basis.
5. Changes and Cancellations by us. We reserve the right to make minor changes to your itinerary. We will inform you as soon as reasonably possible if we need to make major changes to your itinerary. If we have to cancel or make significant changes, then you may choose to (a) accept a full refund (b) accept an alternative of a comparable or higher standard (c) accept an alternative of a lower quality with a price reduction.
6. Our responsibility for your booking. Our responsibility is to ensure that the holiday arrangements you book with us are supplied as described, and the services supplies reach a suitable standard. However we are not liable for those things our side of our control such as force majeure; loss, damage or theft of personal belongings; any changes or cancellations from a third party.
7. Financial Protection. When you buy an ATOL protected flight or flight inclusive package 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.
Journey Africa, 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 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 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 are also members of Protected Trust Services. Payments are held in a secure and ring fenced HSBC trust account that is managed by external trustees. You can verify our membership by contacting PTS directly (Journey Africa Ltd – Membership Number 6311).
8. Passport, visa and health requirements. We can provide general information about the passport and visa requirements for your trip. 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 supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances in good time before your departure.
9. Final Travel Arrangements Please ensure that all your travel, passport, visa and insurance documents are in order and where applicable you arrive in plenty of time for checking in at the port or airport.
10. Complaints. If you have a problem whilst on holiday, this must be reported to the relevant supplier and our representative immediately. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to us. You will see our name and contact details in any confirmation documents we send you.