Why Terms & Conditions
Terms and conditions are a necessary protection for you the consumer and us the
company you are using.
What they do is lay out how we will work together and how you and your holiday
are protected by us. It also lays out the responsibilities of the company to you
and, equally important, your responsibilities to the company.
The pain of the terms and conditions is that they are there because people do
not trust each other based upon the unhappy experiences over the years between
companies (not all of whom behave admirably) and their customers (who sometimes
do not behave well for any number of reasons).
This means that we have to lay out what our terms and conditions are for us as
well as for you. However, we sincerely hope that any problems can be sorted out
quickly via a phone call and a few emails where necessary and that our experience
that everybody really wants an easy time will continue to be borne out.
Happy travels…………
- Our Responsibilities
1.1 Who we are
When you purchase a service from us, you are contracting with Chilli Pepper
Tours S.L. registered in Malaga, Spain. Company Number: B92870237.
We have committed to being a company that trades fairly, does not hide charges
from clients and makes every effort to make sure that you have an enjoyable
time.
We stand by what we offer and want to assure you that we are on hand to assist
you if you need any help.
1.2 Data Protection
This is really quite simple (despite all of the rules and regulations in force
in different countries).
When you enter personal information on our site, or provide us with it in
other ways, we will need to use it to complete bookings with our suppliers.
We will also retain the data and may use it to send you information about
future offers.
We do not and will not provide information outside of this unless we are
required to do so by law.
What does this mean? We have some pretty sensitive data about you and we
handle it with the same level of importance that we apply to the same data
about ourselves!
1.3 Accuracy of Information
Data
We have made every effort to ensure that the data on our site is accurate,
but we do reserve the right to update information if it needs to be corrected.
If this happens, we will make every effort to inform you before you go on
your holiday.
If you happen to see a mistake, please let us know
Photographs
With photographs of hotels, the rooms are generally not the ones that you
end up staying in (although it does actually happen according to our MD!).
The pictures are marketing tools and are there to give you an idea of the
style and quality of the hotel and do not form a part of any contract between
us.
Pictures of golf courses are always taken when the course is looking its
best (or from angles we find interesting) and may not reflect the actual
condition of the course when you play it for any number of reasons. Again,
these photographs do not form a part of any contract between us.
Pictures of other services follow the same line of thinking and wording.
They are a marketing tool aimed at giving you, the customer, a feel for
the quality of the service that will be provided and do not form a part
of any contract between us.
If there is a mistake or the quality is completely different please let
us know by emailing us at customerservices@chillipeppertours.com
1.4 Our Liability
Where you have booked a service through Chilli Pepper Tours S.L., we assume
a liability for providing the best service that we can. However, should
you have a complaint about any service you have contracted through us you
need to make sure that you have informed the service provider and ourselves
in writing within one calendar month of the event, giving all of the necessary
relevant details that will enable us to follow up on the complaint.
A couple of important points need to be made here:
1. It is up to you to make a judgemental decision as to the safety of any
service being provided at the point of the service being provided. Different
countries have their own laws and regulations in place and if the service
meets those requirements, you need to make sure that they also meet yours.
It is no good telling us afterwards that you thought it was a bit strange
but didn’t want to say anything at the time.
2. Force Majeure. This is always the catch all for things, but it does cover
things that we cannot foresee. We cannot accept responsibility for any injury,
illness, death, loss, damage, expense, costs or claim of any description
which is a result of war or threat of war, riots, civil strife, terrorist
activity, industrial disputes, natural and nuclear disasters, fire, epidemic
or health risk, technical problems due to transport closure or congestion
of airports or ports and similar events beyond our control
Contact us at customerservices@chillipeppertours.com
for further information or to notify us of any complaint.
1.5 Prices and Surcharge
All prices on this site are correct at the time they are published, however
we reserve the right to change prices and to correct errors at any time.
You will be advised of any changes at the time of booking. Once you have
booked your holiday we reserve the right to surcharge for cost increases
due to Government action, fuel, overflying charges, scheduled fares, airport
charges and security charges. If the increase in the total cost is greater
than 10% of your holiday price you will have the right to cancel (within
14 days of receiving surcharge notification), in which case we will refund
in full all monies paid to us except insurance premiums and any amendment
charges. If payment for your holiday is made by credit card a handling fee
of 1.5% will be levied.
Should you decide to cancel because of an increase greater than 10%, you
must exercise your right to do so within 14 days from the date printed on
the notification to you. We reserve the right to increase prices at any
time prior to departure.
1.6 The Price of your Holiday
All prices are quoted in EUROS because that is the currency we work in.
We have endeavoured to provide you with the best price and will always try
to avoid passing any currency hedging allocations to. The prices on the
site may change before you make your booking. The final price will be confirmed
to you when you make your reservation and before you pay.
1.7 Swimming Pools and Other Facilities
Where swimming pools, golf courses or other facilities are referred to as
being available for use they are totally subject to the discretion of the
local management providing that facility.
Facilities offered tend to be conditional upon:
1. seasonality (often mid June to mid September depending on region)
2. favourable prevailing weather conditions as judged by the local owner,
agent or hotelier
3. temporary or unavoidable closure necessitated by: the owners/hoteliers
essential maintenance programme, accident, damage or malfunction of equipment,
and in the case of swimming pools: compliance with any water conservation
regulations imposed in times of drought, damage or malfunction of the mains
water supply.
The above are understood to be a result of force majeure and not to reflect
on our failure to deliver an advertised facility.
1.8 Delays
We regret we are not in a position to offer you any assistance in the event
of travel delays at your outward or homeward point of departure. In the
event of delay, the provision of refreshments is dependent on the individual
operator's policy. We do not book flights and cannot accept liability for
any delay due to personal arrangements made for travel.
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You to Us
At the time you complete your purchase of a service from us, you are deemed
to have understood and accepted all of the terms and conditions laid out
in this document.
2.1 Making the Booking
You confirm that you are aged 18 or over and that you have the authority
of all members within your group to accept all the terms of the booking
You also confirm that you have advised us of any special requests or medical
and physical conditions that may materially affect our ability to provide
a suitable service. You confirm that these have been provided in writing
and that changes to this may cause cancellation charges to be incurred if
necessary.
2.2 Payment
We try to keep this as simple as possible..
If you are booking less than 30 days before using the service, you must
pay 100% of the costs upon confirmation of all parts booked.
Where the service is booked more than 30 days before using the service,
you must pay a deposit of 100Euros. You will then pay the remainder 30 days
before the date of the first service booked.
For all bookings where full payment is not received according to this schedule,
we reserve the right to cancel the booking and retain funds received (of
course we will discuss it with you!!). At the very least there will be cancellation
charges that need to be covered, but we always try to keep these as low
as possible.
2.3 Documentation
Travel Documents
It is your responsibility to ensure that you, and all people in your party,
have current and acceptable travel documentation (acceptable means that
it does not look like the dog chewed it to death and that it does not look
like it has been tampered with).
It is your responsibility to ensure that where visas are required, all of
your party have the necessary and correct current visas with their travel
documentation.
It is your responsibility for ensuring that all of your party remember to
bring their documents with them (a bit important, this one!)
We cannot and will not take any responsibility or liability in circumstances
where you do not have the required documentation or that it is refused..
(It is a good idea to make sure that you have photocopies of your travel
documents stored in a different place to your actual documents)
We recommend that if you have the option to obtain a Machine Readable Passport
in your country, that you obtain one. It makes everything a lot easier –
especially getting into the USA.
Identity Documents
Where your country issues identity documentation, it is your responsibility
to ensure that all of your party have current and acceptable identity documents
(acceptable means the same as above)
It is your responsibility for ensuring that all of your party remember to
bring their documents with them (a bit important, this one!)
We cannot and will not take any responsibility or liability in circumstances
where you do not have the required documentation or that it is refused..
Insurance Documents
We recommend that all or our clients ensure that they have medical insurance
that is sufficient to cover all eventualities should you become ill.
If you are from a country that is a member of the EU, make sure that you
have applied for any documentation necessary to allow you to make use of
the reciprocal medical services available within member countries.
(It is a good idea to make sure that you have photocopies of your insurance
documents stored in a different place to your actual documents)
Drivers License.
DON’T forget this, especially if you are intending to rent a car or
other form of transport
If you have a British License it is a good idea to have the photo version
of this as it helps to serve as another form of ID (rather than carrying
your passport around all the time). NB – DON’T forget the paper
part as well!
We cannot and will not take any responsibility or liability in circumstances
where you do not have the required documentation or that it is refused..
Vaccination documentation.
Some countries have specific vaccination requirements, and you may need
to have the certificate with you in order to enter the country
We cannot and will not take any responsibility or liability in circumstances
where you do not have the required documentation or that it is refused..
2.4 Problems On the Holiday
Where there is a problem with any service provided, you undertake to inform
the service provider immediately of the problem (we would advise that you
do this politely as it generally means that they will help you sort it out
if they can. Screaming and shouting and generally getting worked up will
pretty much put you to the back of any queue for assistance – counting
to 10 really does work in stressful situations!). Get in touch with us if
you still don’t get it resolved and we will see what we can do.
You have an obligation to exercise all possible care of the accommodation
that you are staying in. This means that you need to leave it clean, to
respect local laws and any regulations in force. It also means that you
should not have more people staying in accommodation than you have informed
us of, or above the limits stated for the accommodation. Any serious abuse
of the accommodation, its contents or staff working at the place of accommodation
may make you liable to immediate eviction without recourse to compensation.
2.5 If you have a Complaint
In the unlikely event you have cause for complaint whilst abroad, about
the accommodation or about any other element of your holiday, you must refer
it immediately to the management responsible for the service or item concerned
and also notify us as soon as possible. If the problem is not resolved to
your satisfaction within 48 hours, get in touch with us by phone. Depending
on the nature of your complaint, we will try to solve your problem as quickly
as possible. It is unreasonable for you to take little or no action whilst
on holiday and wait until you return to complain, and you must take reasonable
steps to minimise the consequences of the problem. Any complaint must also
be followed by written confirmation of all the details, with any supporting
evidence, within one calendar month of your return from holiday. We will
not accept liability in respect of claims that we receive after that date.
2.6 Behaviour
Should anyone be refused admission to the flight or to the destination country
by the airline or government authority than we are powerless to assist and
cannot be held responsible. Any passengers considered to be unacceptably
under the influence of alcohol or drugs may be denied boarding to the aircraft
or entry into the country. In these circumstances we shall consider the
client as having given notice of cancellation and be under no liability
for any costs or charges incurred as a result of our doing so.
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Methods of Payment
We accept the following credit/debit cards: Visa, MasterCard, Switch, Delta
and Connect. All payments made by credit card carry a 1.5% handling charge,
however there is no handling charge for payments paid by debit card.
Bank Transfers are also accepted. There is a bank charge for all transfers
that will need to be added to the payment and you will be advised of this
at the time of booking. Please allow 5 working days for the transfer to
be completed.
3.1 What to Pay and When
If you are booking less than 30 days before using the service, you must
pay 100% of the costs upon confirmation of all parts booked.
Where the service is booked more than 30 days before using the service,
you must pay a deposit of 100Euros. You will then pay the remainder 30 days
before the date of the first service booked.
For all bookings where full payment is not received according to this schedule,
we reserve the right to cancel the booking and retain funds received (of
course we will discuss it with you!!). At the very least there will be cancellation
charges that need to be covered, but we always try to keep these as low
as possible.
Charges for items such as hotel bar bills and damages are not covered by
us and you are solely responsible for meeting these costs in full.
3.2 Changes to your Booking
If you change something
Whilst we would like life to be simple, it seldom is, and sometimes you
will need to make changes to your plans.
If you add something to your plan, we will quite happily do this subject
to the payment terms and conditions stated above.
If you want to change something such as the hotel, golf course, car hire
start time or location, we will need to make a charge.
Our current fee for a simple change (one person, one item) is 15 Euros.
This is a non-refundable charge.
If there is a variation in the cost (for example the new golf course or
hotel is more expensive) we will charge you accordingly. The same goes the
other way (of course!) and if we can get a reduction, we will pass this
on to you (see, it does pay to read the terms and conditions doesn’t
it!)
If the supplier makes a charge, we will advise you before we make the change
so that you understand the nature of the charge that will be incurred. We
will not add any commssion to these types of charges.
Changes within one calendar month of the start date of the service will
be considered as a complete loss and no refund will be available.
**Changes within one calendar month will result in
the loss of 100% of the cost of that service**
If we change something
It does happen….it is a real pain…….but it does happen.
In the event that we need to change something that you have booked, we will
advise you as soon as we can (pretty much straight away).
We will normally know well in advance what is happening as we have to confirm
your booking with the service provider. However, where things happen (force
majeure being an example), we will assist in the replanning of your holiday
without adding and charges for the change over and above ones that are charged
to us by suppliers.
It has been known for hotels to change the type of accommodation and for
golf courses to change tee-times (at the last minute of course) and if that
happens we will endeavour to assist you in discussing and resolving any
problems.
Cancelling your Booking
There will always be a reason for cancelling your booking with us and we
will always try to understand what that reason is. However, we will probably
have incurred charges in relation to your booking and will need to resolve
a number of things.
All of this means that there will be charges involved in cancelling. The
scale of cancellation charges that will be made by Chilli Pepper Tours is
stated in the following table:
| Less than 7 days |
100% |
| 8-30 days |
50% |
| More than 31 days |
Loss of deposit |
The charges above apply to total holiday price excluding any insurance
premiums, amendment charges or charges for goods sold and dispatched. The
conditions of your travel insurance policy may allow a refund claim.
** If any members of your party cancel, but the others
still wish to travel, it may be necessary to re-calculate the cost per person
based on the new party size as the accommodation will now be under-occupied.
This may result in an increased amount per person payable to secure the
original booking.**
Where the cancellation is as a result of changes made by Chilli Pepper
Tours and we have been unable to arrange an acceptable alternative we will
make a one off payment of compensation in addition to the refund of monies
paid less any charges for changes previously made. The compensation payment
is stated in the following table:
| Less than 7 days |
50 Euros |
| 8-30 days |
35 Euros |
| 31-45 days |
20 Euros |
| More than 46 days |
Nil |
Compensation payments do not apply to any changes caused by force majeure
(war, threat of war, riots, civil disturbances, terrorist activity, and
industrial disputes, natural and nuclear disasters, fire, health risks,
technical problems, closure or congestion of airports or ports, cancellation
or changes by scheduled airlines, hurricanes and other actual potential
weather conditions, and other such events outside of our control).
3.4 INSURANCE
We consider adequate travel insurance to be essential. We do offer travel
insurance through our website, but as we are always seeking the best deals,
if you cannot see the product, contact one of our agents who will be pleased
to assist you. If you decide not to purchase this insurance, or it is unavailable,
you must ensure that any alternative policy you purchase covers as a minimum
the cost of cancellation by you, or, if you have taken an overseas break
the cost of assistance including repatriation, in the event of an accident
or illness. Please note that not all insurance policies intended for travel
overseas are adequate to cover you for the breaks we feature. It is your
responsibility to ensure that the insurance cover you purchase is adequate
for your particular needs. We do not check insurance policies. Please read
your policy details carefully and take them with you on your break.
3.5 PERSONAL INJURY UNCONNECTED WITH YOUR BOOKED TRAVEL
ARRANGEMENTS
If you, or any member of your party, suffer death, illness or injury whilst
overseas arising out of an activity which does not form part of your package
travel arrangements or an excursion arranged through us, we shall at our
discretion, offer advice, guidance and assistance.
Where these are organised by persons/companies unconnected with us, even
when sold through a representative or supplier, we have no liability for
these
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Technical Stuff
Use of Tools, Cookies and links to Other Sites.
If our contact and dealing with you is via our website(s), we may use “cookies”.
Cookies allow us to identify your computer but not you personally. You can
set your web browser to refuse cookies. However, you may not be able to
enjoy all the facilities or book via our website if you do so.
We collect information relating to customer trends and patterns and use
cookies and software tools to measure site usage and related information.
If you are making a purchase, we may also use cookies to keep track of the
transaction from one web page to another.
Our website(s) may contain links to other sites not controlled by us. We
are not responsible for the actions, content or the privacy policies of
those websites. It is your responsibility to check the status of these sites.
Monitoring
To ensure that we carry out your instructions accurately, to help improve
our service and in the interest of security, we may monitor and/or record:
(1) your telephone calls; (2) customer activities using CCTV recording equipment
in and around our premises; and (3) customer transactions and activities
on our website. All recordings are and shall remain our sole property.
Security Statement
We have taken all reasonable steps to have in place appropriate security
measures to protect your information.
Changes to this Policy
Any changes to this Policy will be posted on our website.
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