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 email at firstname.lastname@example.org. 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. This contract is governed by English Law and we both Parties agree to submit to the exclusive jurisdiction of the English Courts at all times. 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.
1. YOUR FINANCIAL PROTECTION
Fello Travel Ltd hold Air Travel Organiser's Licence numbers 10298. We also only work with suppliers who are bonded members of IATA, ABTA and/or ATOL. This means your money will be refunded or if necessary you and your party repatriated if already overseas in the unlikely event of our insolvency whilst travelling with us. When you buy an ATOL protected flight or 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. Fello, 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). The Client agrees 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, the Client also agrees 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). As an ATOL certified agent 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. The Client agrees 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 nonprovision of the services, including any claim against Fello, the travel agent (or your credit card issuer where applicable). The Client also agrees 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.
2. YOUR AGREEMENT WITH US
Your contract with Fello shall come into existence when we issue
our confirmation invoice following confirmation of your booking to us. Our
invoice will be sent within 48 hours of bookings being made except in the
case of bookings made within 8 weeks of departure in which case late
booking conditions apply (see below). When making a booking with us the
Client agrees to pay a non-refundable deposit of 10% of your total booking
value (or £25 whichever is more) to guarantee availability of your
requirements. The Client further agrees to pay the full balance 8 weeks
before departure. In the case of late bookings, the Client agrees to pay the
full balance invoiced at the time of booking. If the deposit and/or the
balance are not paid in time Fello reserves the right to cancel your booking.
If the full balance is not paid in time we shall retain your deposit as per the
cancellation charges below.
3. PAYMENT, TICKETS AND DELIVERIES
Fello accepts Visa, MasterCard, American Express, Diners Club credit & charge cards, Switch and Delta debit cards and payment by cheque, BACS or Standing Order. A 2% charge is levied on corporate credit and charge card payments – a rate which may be amended from time to time. Cheques should be made payable to Fello. Clients, who are eligible, may also apply for a credit facility (see Section 5 below).
To take advantage of some special fares Fello may be required to issue tickets well before departure. The Client may incur cancellation charges of up to 100% of the flight cost if you have to cancel or make changes after tickets have been issued.
Once we have received payment in full, your travel documents will be forwarded to you. Please note all documentation is usually sent to your work email or postal address unless you request otherwise. In the event of late bookings, it may be necessary for your 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 made to you by us, and sometimes also by our suppliers (e.g. airlines), for special delivery and ticket on departure services.
Price Guarantee: the Client will be quoted a fare & taxes for the Client’s selected itinerary at the time of booking and advised of any special conditions including the date by which the booking must be confirmed to obtain this price. 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. 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 travel provider taxes & charges change after ticketing we will advise you as soon as possible of any extra payment required.
5. CREDIT FACILITIES
If eligible, the Client may make an application for a credit facility with Fello using the form available from our offices or by e-mail at email@example.com. We will assess your application and may seek references from third parties including credit reference agencies. We will inform you of our decision in writing including any special conditions we may require you to accept, such as your depositing with us a cash bond equivalent to approximately one month of your travel expenditure. No bookings can be made on account until we have agreed in writing your credit facility and you have accepted in writing any special conditions we require. In any case we reserve the right to decline any credit facility application without explanation. You may wish to provide an ‘up-front’ payment towards future travel arrangements we make for you. Similarly, in the event if you are eligible for a refund from a travel service provider, money can be returned to you, or with your consent, held by us for any future travel arrangements we make for you. Please note, that in either scenario, this money will not be held by us on trust for and on behalf of you and no interest will be payable to you.
Maintenance of any credit facility with us is conditional upon the Client’s acceptance & strict adherence to the following:
a) Each booking/transaction you make is invoiced separately at the time you confirm your booking;
b) All invoices except those for rail travel, foreign currency or travellers’ cheques must be paid within 14 calendar days of issue. Invoices for rail travel, foreign currency and traveller’s cheques must be paid immediately upon receipt of invoice;
c) All payments are made by cheque, cash, BACS or standing order; and
d) Refunds for travel services (where available and subject to the conditions
of your booking) that are cancelled or not used will only be issued 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.). 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 £25 fee per person 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.
If you do not pay the full balance due on your credit facility account within the timeframe detailed in clause 4b above, Fello reserves the right to take all necessary steps, including any or all the following actions, until we receive the full amount owed to us:
a) Charge interest on the overdue amount at 0.07% per day;
b) Suspend payment of further bookings using your credit facility;
c) Suspend all further bookings for you;
d) Suspend or cancel any Annual Service Agreement we may have; and
e) Refer your account to a third party for collection, upon which you will be liable for all costs, fees & expenses we incur in doing this.
At all times Fello reserves the right to withdraw any credit facility the Client may have, in which case all monies owed become immediately payable in full.
6. CHANGES MADE BY YOU
If, after your travel documentation and our confirmation invoice have been issued, the Client wishes to alter the travel arrangements in any way, Fello will do its best to help, but it may not always be possible. An amendment fee of £25 per person (excluding infants) will be charged in addition to any charges passed on our suppliers (e.g. airlines, hotels, etc.). All changes are subject to the booking conditions of the supplier for that particular booking, which are available to you upon request at the time of booking. Please note some bookings are not changeable. Please ask for detailed booking conditions if you are concerned about the possibility of needing to change yourbooking.
Please be aware that these costs normally increase the closer changes are made to the departure date and that certain travel arrangements (e.g. Apex Tickets) cannot be changed at all after confirmation
7. CANCELLATION BY YOU
The Client may cancel its travel arrangements at any time. Written notification from the lead person on the booking must be received at our offices. Since we incur costs in cancelling your travel arrangements you will be required to pay the applicable cancellation charges shown below in addition to any charges passed on by our suppliers (e.g. airlines, hotels, etc.). All refunds are subject to the booking conditions of the supplier for that particular booking, which are available to you upon request at the time of booking. Please note that some bookings are not refundable. Please ask for detailed booking conditions if you are concerned about the risk of cancellation.
For cancellation before tickets have been issued the £25 non-refundable deposit per person is forfeited and must be paid. For cancellation after tickets have been issued a £25 per person cancellation fee will be charged in addition to any charges passed on by our suppliers (e.g. airlines, hotels, etc.).
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.
8. CHANGES MADE BY US
It is extremely unlikely Fello will have to make changes to your travel arrangements. Regrettably amendments may sometimes be necessary, and errors occasionally occur. Upon receipt of your travel documents, the Client must check the details of the travel arrangements that have been made and notify us immediately of any errors. We reserve the right to make changes or correct errors at any time both before and after our 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 if there is time. 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 is 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 subject to international convention or general conditions of carriage.
A major change involves 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) 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 reasons of Force Majeure. If you choose we will pay you compensation on the scale set out below: