Terms & Conditions

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Our role as your agent

We act as a travel agent. When you book, we arrange for you to enter into a contract with the tour operator, airline,
hotel, Umrah operator, event or hospitality provider, or other supplier named on your confirmation (“the supplier”). Your
contract for the travel arrangements is with that supplier, not with us.

The supplier’s own terms and conditions apply to your booking. They include important information about payments,
changes, cancellations and liability. We will send you a copy, or you can ask us for one at any time.

Where you book a package, the supplier is the organiser and is responsible under the Package Travel and Linked
Travel Arrangements Regulations 2018 for providing all the services in it.

If you book one travel service and then make a separate booking for another service for the same trip, the second
booking is not a package and you will not have package rights across both. We will only confirm one single travel service
in any one booking period.

As agent, we are not responsible for the acts or omissions of suppliers or for the services they provide. We will
always help you deal with them if something goes wrong.

Financial protection

All package holidays we sell are financially protected by the package organiser. We will give you the organiser’s
confirmation of that protection.

When you buy an ATOL-protected flight or flight-inclusive holiday, you will receive an ATOL Certificate from the ATOL
holder. It lists what is financially protected, where to find information on what this means for you, and who to contact if
things go wrong. If you do not receive an ATOL Certificate, the booking is not ATOL protected. See
caa.co.uk/atolcertificate for more information.

Single services, such as a hotel or a flight on its own, may not be financially protected. Ask us before you book and
we will tell you what protection applies.

Through InteleTravel UK’s ABTA membership, you have the benefit of ABTA’s assistance and Code of Conduct. Find
out more at abta.com.

3. Quotes and booking

Prices on our website, social media and in quotes are a guide. They are only confirmed when the supplier accepts
your booking.

Before we book, we will read back or send you all the details. Once you confirm them, we will make the booking with
the supplier.

Please check all names, dates and times on your confirmation and documents as soon as you receive them, and tell
us of any error straight away. Names must match passports exactly; corrections may incur charges.

The person making the booking must be 18 or over and is responsible for payment and for passing booking
information to everyone in the party.

Payment

You will need to pay either a deposit or the full price when you book, as required by the supplier. If you pay a deposit,
the balance must be paid by the due date we give you.

If the balance is not paid on time, we will tell the supplier, who may cancel your booking and apply the cancellation
charges in their terms.

All payments are made by debit or credit card through InteleTravel UK’s secure payment system.

We will never ask you to pay in cash, by cheque made out to an individual, into a personal bank account or by
PayPal. If anyone asks you to pay this way, do not pay. Contact InteleTravel at CustomerServiceUK@InteleTravel.com.

Prices and surcharges

Prices and any later price changes are set by the supplier under their terms. For packages, the organiser can only increase the price in limited cases (such as fuel costs, taxes or exchange rates). It cannot increase it within 20 days of departure. If an increase is more than 8% of the package price, you can cancel for a full refund.

Changes and cancellations by you

Any request to change or cancel your booking must be made to us in writing (email or WhatsApp message is fine). It
takes effect when we receive it.

The supplier may charge the change or cancellation fees in their terms. These can be up to 100% of the cost,
especially close to departure. Flights, Umrah visas and event tickets are often non-refundable once issued.

Our own service charges also apply (section 7).

If unavoidable and extraordinary circumstances at your destination significantly affect a package before departure,
you may be entitled to cancel without a charge under the organiser’s terms and the Regulations.

Our service charges

We will always tell you about any service charge before carrying out the service.

Service	Charge
Cancellation or amendment	Supplier’s charge + £25 per person
Special requests after booking is confirmed	Supplier’s charge + £25 per person (minimum £50 per booking)
Collecting supplier surcharges or extra taxes	Supplier’s charge + £15
Airline ticket service fee	Airline’s fee + £10 per ticket
Arranging passports and visas	Official fee + any external agency fee
Pre-booking airline seats after booking	Supplier’s charge only
Tickets sent by courier	Courier cost + £10
Tickets sent by insured delivery	£25

Changes and cancellations by the supplier

If the supplier changes or cancels your booking, your rights are set out in their terms and, for packages, in the Regulations. We will tell you as soon as we hear and help you choose between the options the supplier offers.

Passports, visas and health

We can give general information about passport, visa and health requirements. You are responsible for meeting them
and should check with the relevant embassy and gov.uk/foreign-travel-advice. Most countries require passports to be
valid for at least 6 months after your return. Requirements can change between booking and travel.

Neither we nor the supplier are responsible if you cannot travel because you do not have the right documents.

Ask your doctor about vaccinations and health precautions, and see travelhealthpro.org.uk.

Umrah bookings

Umrah visas, Nusuk permits and access to Makkah and Madinah are controlled by the Saudi authorities. Rules,
permitted dates, age limits and mahram requirements can change at short notice. We will help with applications but
cannot guarantee approval.

If a visa or permit is refused for reasons outside our control, the supplier’s cancellation charges apply and visa fees
are non-refundable.

Hotel distances from the Haram are supplied by the hotel and are approximate. Ramadan and peak-season
bookings may carry special terms, which we will explain before you book.

You must follow the laws and customs of the Kingdom of Saudi Arabia while there.

To use any of these rights, email info@thetravelops.co.uk. We will respond within one month. There is normally no
charge.

Event and hospitality tickets

We only source event and football hospitality tickets through official, authorised channels. The terms of the event
organiser, club or venue apply, and you must follow them.

Tickets are non-refundable unless the organiser offers a refund. If an event is cancelled, we will pass on any refund
we receive. Rescheduled events follow the organiser’s rules.

Kick-off times, seats, line-ups and hospitality menus can change and are outside our control. Organisers may
require photo ID matching the ticket holder’s name, and tickets may not be resold or transferred unless the organiser
allows it.

Travel insurance

Many suppliers require travel insurance as a condition of booking. In any case, we strongly advise a policy that covers cancellation, medical expenses, repatriation, and loss of baggage and money. Not disclosing relevant information to your insurer may affect your cover.

Special requests

We will pass special requests (such as adjoining rooms, halal dining, prayer facilities or dietary needs) to the supplier. They are not guaranteed unless the supplier confirms them in writing.

Documents and final arrangements

We will send documents by email where possible. Posted documents go by first-class post; we are not responsible for
loss in the post unless caused by our negligence. Make sure your travel, passport, visa and insurance documents are in
order and arrive at the airport in good time.

Complaints

If you have a problem during your trip, report it straight away to the supplier or their local representative, and let us
know on +44 7484 677490 (call or WhatsApp). If you don’t report it at the time, the supplier may reduce or refuse
compensation.

If you want to complain after you return, write to the supplier using the details on your confirmation. We will gladly
help you; contact us at info@thetravelops.co.uk and copy CustomerServiceUK@InteleTravel.com.

If a complaint involving us or another ABTA member cannot be resolved, you can use ABTA’s dispute resolution
scheme, approved by the Chartered Trading Standards Institute. Contact ABTA, 30 Park Street, London SE1 9EQ, 020
3117 0500, abta.com.

Complaints

Our liability

We are responsible for making your booking with reasonable care and in line with your instructions. We are not responsible for the services provided by suppliers. Nothing in these terms excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law.

Your personal data

We use your personal data as set out in our Privacy Policy. To make your booking, we pass your details to InteleTravel UK, the supplier and, where required, public authorities such as immigration and customs.

Law and jurisdiction

These terms are governed by English law and the jurisdiction of the English courts. If you live in Scotland or Northern Ireland, you may choose the law and courts of that country instead.