When you book travel arrangements with us you enter into a contract with us, we will send you a booking confirmation with your itinerary and invoice verifying details of your booking and the payment made. If the booking is made off-line with one of our sales consultants, we will send you the travel details by email first so that you can verify the details booked (including the dates, destination, passenger names; as per their passport; and cost of the holiday).
We are a reputable Travel & Tour company – Hidden Treasures Travel & Tours
You are any client of ours who books travel and/or holiday arrangements with us and who is named on the confirmation invoice as the principle contact
WHAT ARE PAYMENT TERMS AND PAYMENT METHOD?The person in whose name the booking is made acts on behalf of all other persons named and becomes responsible to us for all payments in respect of the booking. We usually request full payment of the holiday at the time of booking; in circumstances where full payment is not required a non-refundable deposit must be paid to secure the booking if agreed with our Consultants.
It must be noted that deposits do not guarantee the fare; they only guarantee the seat and deposits are non-refundable. Fares are subject to change, sometimes without advance notice: it is therefore in your own interest to finalise payment as soon as possible, as fares can only be guaranteed if full payment has been received. If you do not pay within the timeframe requested your flights / holidays will be automatically cancelled. Should we have to cancel your flights / holidays because you have failed to pay, you will be liable to pay us for any cancellation charges where applicable.
We humbly ask that kindly make payment via our secure payment gateway which is facilitated by ‘Verified by Visa’, ‘Master card Secure Code™’ and ‘Amex Safe Key’; if you have paid a deposit, the balance can be paid by an online payment link (sent to you by email), alternatively you can pay by cash or bank transfer into our company bank account or pay at our office in South London (cash or ‘chip and pin’ debit/credit card).
Reservation Bookings: If after making a reservation you wish to change your travel arrangements and your tickets have not been issued, we will do our utmost to meet this new instruction as long as they are received by us in writing and accompanied by an amendment fee. Please enquire for more details with your consultant. However note that prices are only guaranteed once full payment has been received and tickets / holiday vouchers have been issued.
Ticketed Bookings: Once tickets are issued, some travel arrangements cannot be changed and any alterations may incur a 100% cancellation charge, however some tickets are changeable whereby the airline /ticketing agents charge a date change fee and a fare difference may also be applicable. In addition to this an administration fee may also be applicable. For detailed fare rules, date change fee and cancellation charges, please check with your travel consultant.
Name Changes / Amendments: Once a booking has been made, alterations cannot be made to passenger names so it is your responsibility to book under the correct name(s) as they appear on your passport. Name changes are not permitted by most airlines; they will be treated as cancellations and will be subject to the cancellation charges set out below. However a few airlines do allow an amendment to misspelt names after paying an amendment fee but this is limited to only a few airlines.
CANCELLATION BY THE PASSENGER It should be noted that majority of the discounted tickets issued with scheduled airlines, low-cost carriers and ‘no-frills’ airlines, have a 100% cancellation charge; if this is not applicable to your booking then you may cancel your booking up to 48hrs prior to departure as long as it is communicated to us in writing. As this incurs administration costs, we will apply a cancellation charge; this is in addition to any booking fees / cancellation charges applied by the airline and their agents.
Cancellation charges on airline tickets are dependent on the fare type, this can vary from 25% to 100%; please check at the time of booking. If the reason for cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from them. Refunds take approximately 8 weeks to process from the time the tickets or relevant documents are sent to the airlines. Please note that if you have checked-in for your flight online; then the airline needs to be contacted to cancel the booking or else they will treat this as a No Show and cancellation charges will apply as per the No Show rule. Majority of the airlines treat a No Show as 100% cancellation charge and therefore the ticket is non-refundable and only some of the taxes will be refunded where a tax refund is applicable. Cancellation charges on flight and accommodation holiday bookings are subject to the main suppliers’ terms and conditions. In most cases, flights are 100% non-refundable (except taxes where applicable) and hotels vary dependent upon the cancellation notice period given and the season. Some accommodations have a 100% cancellation charge applicable, so please check the cancellation charges at the time of booking. All cancellations are subject to an administration fee.
SPECIAL REQUESTS & LUGGAGE ALLOWANCE In the event of Hidden Treasures making a request on your behalf, for specific a meal, seat location, extra leg-room, early check-in / late check-out and other request’s, it is to be noted that request to the service provider cannot be guaranteed and therefore we at Hidden Treasures cannot be held responsible if your request is not fulfilled. It is entirely up to the service provider to fulfil the request Hidden Treasures makes on your behalf. Please note that luggage allowance & luggage size can vary from one airline to another and it is your responsibility to check on the airlines website for their updated luggage policy including weight and size.
SPECIAL ASSISTANCE Should you require special assistance either for your flight or accommodation; such as wheelchair assistance or disable facilities, please request this at the time of booking and we will ensure that where possible your requests are met by the respective suppliers. In some instances we may be asked to provide medical certificates to the service providers, to ensure you are eligible to travel.
TRAVEL INSURANCE Travel Insurance is essential, it is extremely important to have adequate travel insurance when travelling abroad as, in an emergency; it can become very expensive to get medical and legal help if one is not covered by travel insurance. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your needs.
E-TICKETS Your tickets are Electronic Tickets (E-Tickets); these will be e-mailed to you; you will not be sent any tickets by post. You must take your Itinerary / booking confirmation along with any relevant travel documents with you to the airport. If you have not received your e-ticket details 72hrs prior to departure, please contact us immediately so that we can send you the appropriate documentation.
RECONFIRMATION OF FLIGHTS / ONLINE CHECK-IN Reconfirmation of all flights must be made directly with the airline at least 72 hours prior to departure outbound and inbound. You are required to check-in at least 3 hours prior to departure on long haul flights and 2 hours prior to departure on short haul flights at the departure airport, however most airlines now have an online check-in facility which usually opens 24hrs prior to departure. You can check-in online via the airlines’ website and will require either the Airline Reference Number or in some instances your E-Ticket number. Both of these numbers can be found on your Itinerary / E-Ticket document. Some of the ‘no-frills’ carriers do not allow check-in at the airport and require you to check-in online before going to the airport.
CREDIT CARD CHARGES Bookings where payments are made by credit card are liable for the following surcharges: 2.5% on Visa & Master Card, 4% on American Express and Diner’s Club. Debit cards issued in the UK have no surcharge, however debit cards issued outside of the UK will be processed as credit cards, and are subject to our credit card fees. Your bank or card issuer may also apply a foreign transaction fee.
FLIGHT PROGRAMME CHANGESAll prices, dates, times, routes and choice of airline are subject to alteration or cancellation, should Hidden Treasures find it necessary to effect any such alteration or cancellation, they will use their best endeavour to provide passengers with suitable alternatives. All holiday arrangements including flights and hotels are made by Hidden Treasures upon the express understanding that it acts as booking agent only. We have no liability whatsoever for any aspect of the arrangements and in particular no liability for any loss, personal injury or death however incurred, except where caused by our own proven negligence. Any claim suffered by a passenger or his property howsoever arising, shall be made directly to the carrier or primary supplier concerned. The liability of Hidden Treasures shall cease in any event if Hidden Treasures has exercised due diligence in acting as booking agent. Hidden Treasures will not be bound by any statement or representation unless it is in writing and signed by a duly authorised official or their office staff, and save as aforesaid, no representative employee or agent of Hidden Treasures is authorised to commit them to any liability or make any representation on their behalf whatsoever. Refunds will not be paid in the event of cancellations or changes made by us caused by circumstances amounting to Force Majeure including amongst others: war, threat of war, riots, civil strife, terrorism, industrial disputes and strikes, natural and other disasters, fire, technical problems with transport, adverse weather conditions, closure or congestion of airports and other events beyond our control.
VALIDITY OF TICKETS, FLIGHT TIMINGS AND SCHEDULED CARRIERS Return tickets are valid for the dates and routing specified thereon. No refunds will be made in respect of unused tickets other than as provided for herein. Flights, timings and schedules are subject to changes at the insistence of National Aviation Authorities or the carriers for operational or other reasons. Neither the company nor the Carrier concerned will accept liability for the flight cancellations, delays or diversions outside the company’s or the carrier’s control. Timings in itineraries or elsewhere are not guaranteed and do not form part of the contract. Air Carriers may substitute alternative aircraft and carriers, include or omit stops and neither the company nor the carrier accepts responsibility for making connections and / or delays. Refunds on cancellations; due to schedule changes; are subject to an administration fee.
TRAVEL DOCUMENTATION, VISAS, HEALTH REQUIREMENTS It is your responsibility to have valid travel documentation before you travel abroad. You will be liable for any cancellations or related expenses, which may be imposed on Hidden Treasures or the carrier as a result of your improper or incorrect documentation. Check the validity of your passport, as many countries require minimum 6 months validity beyond the date of return. Please check any visa requirements with the appropriate consulates as they vary from one to another. Ensure that you meet all immunization and medical requirements. Some countries may require vaccination certificates for entry.
CAR HIRE If you have booked a car hire, most suppliers will request a refundable deposit using your credit card at the time of collection. Please ensure you check the necessary requirements on the car hire voucher provided. Also, please check you have a full driving licence and are eligible to drive in the country concerned. For non-EU destinations an international licence may be required.
ACCOMMODATION (RATING AND STANDARDS) All accommodation ratings are provided by the relevant suppliers, these intend to give a guide to the services and facilities at the property selected, however it is to be noted that standards and ratings may differ between countries and between suppliers. It is your responsibility to verify the check-in and check-it times directly with the main supplier. Any local taxes and expenses will be payable to the main supplier upon check-out.
AIRPORT CHARGES AND DEPARTURE TAXES Action by UK or Overseas Governments and other Authorities including mandatory increases or new charges are not covered by the company’s price Guarantee. UK Air passenger duty and Airport departure taxes are included in our prices.
FINANCIAL PROTECTION We provide financial security for flight inclusive packages, Flight Plus bookings and ATOL protected flights by way of a bond held by the civil aviation authority under ATOL. When you buy an ATOL protected flight or a flight inclusive holiday 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. Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme but ATOL protection does not apply to all holiday and travel services on this website. For example where a confirmed airline ticket is issued immediately to the consumer in exchange for payment then this would constitute an Airline Ticket Agent sale and therefore not be covered by our ATOL as you already hold a valid travel document. 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 the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our ATOL page for further details.