Booking Conditions

Cazenove + Loyd Limited (“we,” “our” and “us”) is a company registered in England and Wales with company number 2702869 and has its registered office at 4/19, 4th Floor, 3 Shortlands, London, W6 8DA. 

Please read these booking conditions carefully before booking with us, ensuring you keep a copy with your travel documents. These booking conditions, together with our Privacy Policy, booking confirmation and other written information we have brought to your attention before we confirmed your booking, sets out the contract between you and Cazenove + Loyd Limited. In particular, they detail your and our contractual commitments to each other. 

By making a booking, the first named person (“Lead Client”) agrees on behalf of themselves, and all persons shown within the booking that they: 

  • have read, understood, and agreed to these booking conditions and have authority to and do agree to be bound by them. 
  • consent to our use of personal data in accordance with our Privacy Policy.  
  • are over 18 years of age. 
  • accept responsibility for payment of the booking on behalf of all persons shown within the booking confirmation. 

In these booking conditions, references to “you,” and “your” are to the Lead Client and all members included in their party.  

1. Booking, confirmation and payment

a) To secure a booking with us you must complete and sign our booking form, either online or a physical copy, accept the terms & conditions, and make the required deposit payment of 20% of the trip price plus any prepayments required by the suppliers on the ground or, in the case of bookings made within 12 weeks of departure, 100% of the trip price. In some cases, the deposit payable may be higher, but we will let you know this prior to booking with us. 

b) Peak date bookings (including, but not limited to, Christmas, New Year and Special Events): you will be required to pay for certain elements of your booking in full at the time of booking if they fall under this category. We will inform you if full payment is required at the time of booking. 

c) Except in cases of (i) Unavoidable and Extraordinary Circumstances (see definition below), (ii) where we make a significant change or (iii) where we cancel your trip (see further below), deposits paid by you and peak date bookings are non-refundable. 

d) A binding contract will come into existence between you and us when we issue and send you a written booking confirmation after you have completed the steps in paragraph 1(a) above.  

e) The balance of the price of your trip must be paid not later than 12 weeks prior to departure (unless otherwise specified). If the deposit and/or balance is not paid on time, we reserve the right to treat the booking as cancelled by you. If the balance is not paid on time, we will retain your deposit.  

f) Set Departure Booking conditions: set departure package bookings are booked well in advance of the intended departure date and are subject to a minimum number of participants. We reserve the right to cancel set departure package bookings if the minimum numbers have not been achieved by the date that is notified to you at the time of booking. Please refer to paragraph 4 below for further information   

2. Alterations by you

If, after we have issued our booking confirmation, you request a change in the dates or content of your trip itinerary we will do our best to make these changes, but unfortunately it may not always be possible. Any request for changes to be made must be made in writing by the Lead Client.  

Where we can make the changes requested by you, you may be asked to pay an administration charge plus any additional cost we incur in making any changes for you. Any applicable charges will be communicated at the time. 

Note: These additional costs may increase the closer to departure that your request is made and certain travel arrangements may not be changeable once the reservation has been made for you. This means that certain change requests (including, but not limited to, changes requested by you to peak date bookings) could attract a cancellation charge of up to 100% of the travel arrangement(s) being changed.  

You may transfer your trip booking to another person, provided: 

I) they satisfy all the conditions that apply to your booking and agree to be bound by these booking conditions and the terms of the contract between us and them.

II) you make your request to transfer in writing no later than 7 days before your departure date. 

Both you and the person you transfer your booking to will remain jointly and severally liable for (i) full payment of any balance due for your booking and (ii) all fees, charges, or other costs we incur in making the transfer, which will include the administration fee referred to in this paragraph 2. 

3. Cancellation by you

a) You or any person included in your booking may cancel your travel arrangements at any time. Cancellation instructions must be made in writing by the Lead Client and sent to the email address of the cazenove+loyd representative managing your booking, which can be found at the foot of any email they have sent you, or to the following email address: [email protected]. This will be effective on the day we acknowledge receipt of your request by reply.  

b) Unfortunately, we incur costs when cancelling your booking, which you will be required to pay in accordance with our cancellation charges set out below:  

 

Period in Which You notify us prior Your departure date: 

 

Applicable cancellation charge: 
Over 12 weeks  Loss of deposit 

 

Between 12-9 weeks  45% 

 

Between 8-4 weeks  80% 

 

Less than 4 weeks  100% 

 

Note 1: there may be exceptional circumstances where we are able to recover more from our suppliers when you request to cancel. This is not guaranteed, but if we are able to do this, we will pass this cost saving back to you.  

Note 2: You may be able to reclaim these cancellation charges from your travel insurance provider if the reason for your cancellation is covered under your travel insurance policy.  

c) You may cancel your package trip booking before departure without paying cancellation charges if the performance of your package booking or carriage to your destination is significantly affected by Unavoidable and Extraordinary Circumstances (see definition below). If you cancel for this reason, we will provide you with a full refund.  

Note 1: we will monitor the advice provided by the Foreign Commonwealth & Development Office (“FCDO”).  

Note 2: if you cancel due to a disinclination to travel and your package trip has not been significantly affected as outlined in paragraph 3(c) above, our standard cancellation charges in paragraph 3(b) will apply.  

Note 3: local lockdowns in the UK/where you live or quarantine restrictions in the UK/where you live that prevent or deter you from travelling will not be considered to be Unavoidable and Extraordinary Circumstances, since they do not prevent us from providing your package trip, as contracted. If you cancel due to these reasons, our standard cancellation charges in paragraph 3(b) will apply.  

d) For the purpose of these booking conditions, “Unavoidable and Extraordinary Circumstances” means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include, but are not limited to, war, acts of war, riots, civil disturbances,  acts of terrorism and its consequences, significant risks to human health such as the outbreak of serious disease/epidemic/pandemic at the travel destination or natural disasters such as floods, fire, earthquakes or weather conditions which make it impossible to travel safely to your destination.  

4. Changes or cancellations by us

Once your booking has been confirmed we will make every effort to provide you with your booked trip arrangements. Occasionally, it may be necessary to change or cancel the whole or part of your trip and we reserve the right to do so. We will notify you as soon as possible of any changes and/or cancellations made by us.  

 Changes by Us 

a) Price Changes: We are permitted to change the price of your confirmed trip if there are changes in the: 

I. price of the carriage of passengers (e.g., transportation) resulting from changes to the cost of fuel or other power sources. 

II. level of taxes or fees applicable to the trip imposed by third parties not directly involved in the performance of your trip, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or 

III. exchange rates relevant to your Package. 

We reserve the right to charge you for the amount of any increase in accordance with this paragraph 4(A). However, if this means that you have to pay an increase of more than 8% of the total price of your confirmed trip (excluding any insurance premiums and amendment charges) you will have the option of  

  • accepting the price increase and pay the requested amount.  
  • accepting a change to another trip if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality, you will be refunded the difference in price); or  
  • cancelling your booking and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements which do not form part of your Package trip. Should you decide to cancel for this reason, you must exercise your rights to do so within 14 days of the final invoice date.  

Should the price of your trip reduce due to the changes to cost mentioned above in this paragraph 4(A), we will refund the difference to you. However, please note that travel arrangements that are purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.  

There will be no change made to the price of your confirmed trip within 20 days of your departure nor will refunds be paid during this period.  

b) Insignificant Changes: if the change we make is insignificant, we will notify you of this. Examples of insignificant changes include (but are not limited to) a change of accommodation to one of the same or a higher standard, changes to your outbound/inbound flights by less than 12 hours, changes to aircraft type, changes to carriers/operators, a change of your UK departure airport between Heathrow, Gatwick, Stansted and Luton and alterations to your itinerary which do not materially affect your trip.  

c) Group Trips – exclusive elements & special guests: if a group trip includes time with a special guest speaker or guide who is, for no fault, no longer able to take part (for example due to illness), we will seek a suitable replacement. This is not to be considered a significant change as detailed below. Likewise, should an exclusive experience no longer be possible we will arrange an alternative and inform you as soon as reasonably possible. 

d) Significant Changes: if, before the start of your trip, we are constrained by circumstances beyond our control to significantly alter any of the main characteristics to your package trip, we will offer you the choice of either: 

I. accepting the changed arrangements.  

II. accepting an offer for an alternative trip of comparable standard from us, if available (we will refund you any price difference if the alternative is of a lower value); or  

III. cancelling your booking completely, in which case we will refund you with all monies paid by you.  

Note: the above options in sub-paragraphs 4(A)(d) i – iii are not available where a change by us is insignificant. 

We will notify you of a significant change and you will be required to confirm your choice of one of the options available to you in sub-paragraphs 4(A)(c) i – iii within 7 days of being notified. If you do not confirm your choice within this period, we will contact you again to request your decision. If you fail to provide a response within a total of 14 days from our initial notification, we will cancel your booking and refund all payments made by or on your behalf. 

If you choose a refund under paragraph 4(A)(c) iii. above, we will pay you compensation as detailed in the compensation table below. Note: this right to compensation will not apply if the reason for the significant change to your package booking is due to Unavoidable and Extraordinary Circumstances. 

 

Cancellation by Us 

We will not cancel your booking less than 12 weeks before your trip start date unless it becomes necessary to cancel due to: 

I. Unavoidable and Extraordinary Circumstances. 

II. your failure to comply with any of the requirements of these booking conditions entitling us to cancel, such as your failure to pay the final balance; or 

III. because the minimum numbers required for set departure package bookings have not been met.  

 

Where we cancel due to the minimum numbers not being met under paragraph B iii. above, we will inform you by the deadline applicable to your booking duration, as follows: 

 

Booking Duration: 

 

Applicable notice: 
Trips lasting more than 6 days  no later than 20 days before departure  
Trips lasting between 2 and 6 days  no later than 7 days before departure  
Trips lasting less than 2 days  no less than 48 hours before departure 

 

If we cancel your booking, we will provide you with the choice of either:  

  • a full refund of recoverable monies* 
  • an alternative trip of comparable standard from us, if available (we will refund you any price difference if the alternative is of a lower value); or 
  • a deferment to a later departure if available. 

 *If you chose a refund under this option, we will pay you compensation as detailed in the compensation table below. Note: this right to compensation will not apply if the reason for us cancelling your package booking is due to any of the reasons provided in clauses 4(B)i. – iii. above.  

Note: the health and safety of our clients is of paramount importance to us. Should the Foreign, Commonwealth & Development Office advise against travel to a particular country, then we will of course act appropriately upon this and reserve the right to cancel your trip. Please note that compensation cannot be paid in such circumstances, but you will have the rights listed above. You can find information on the country you are visiting on the Foreign, Commonwealth & Development Office website at https://www.gov.uk/foreign-travel-advice. 

 

Compensation 

If we (i) make a significant change and you request a refund or (ii) cancel less than 8 weeks before departure, we will also pay you compensation as detailed in the table below:  

Period of notice we give to you before departure  Compensation to each full fare passenger 

 

79+ Days  £0 
78-43 Days  £10 
42-29 Days  £20 
28-15 Days  £30 
14-0 Days  £40 

Note: compensation is not payable under this paragraph 4(C) if the significant change or cancellation made by us is due to Unavoidable and Extraordinary Circumstances, your failure to pay the final balance when it falls due or where the minimum numbers have not been met. 

5. Prices

We reserve the right to alter the prices of any of the trips shown in our proposed itineraries before you book with us. You will be advised of the current price of the trip that you wish to book before your contract is confirmed. 

Unless otherwise stated, your trip price will include all the component parts of your trip as described within your confirmed itinerary.  

Note: travel insurance, excess baggage charges, tipping, any additional excursions, or activities not included in your package and any food or drink not specified as being part of your trip arrangements are not included in your trip price.  

6. Our liability

a) We accept liability to you in accordance with regulation 15 of the Package Travel and Linked Travel Arrangements Regulations of 2018 for the proper performance of our obligations under the contract irrespective of whether such obligations are to be performed by us or by other suppliers of services. 

b) You must notify us without undue delay of any failure to perform or improper performance of the travel services included in your package trip. If the travel services included in your package trip are not performed as contracted or are improperly performed by either us or our suppliers, you may be entitled to an appropriate price reduction and/or compensation under the Package Travel and Linked Travel Arrangement Regulations 2018.  

c) If we are unable to provide a significant proportion of the travel services included in your package trip, we will, where possible, make alternative arrangements for you at no extra charge for the continuation of your package (if this results in a lower quality we will refund you the difference in price). 

d) We will not be liable where a failure to perform or improper performance of the travel services making up your package trip is: 

  • attributable to you or another member of your group. 
  • due to unforeseeable or unavoidable failures attributable to third parties unconnected with the provision of the travel services included in your package trip; or 
  • Unavoidable and Extraordinary Circumstances.

Note: if you chose to cut short your trip once your trip has started and this is not due to our failure to perform or improper performance of the travel services making up your package, we will not be responsible for providing any refunds for any unused travel services. 

e) Notwithstanding paragraphs (a) – (d) above, our liability is limited as follows: 

  • except in cases of injury, death, or illness, to three times the cost of your trip price (excluding any insurance premiums or any of your trip arrangements not booked through us). 
  • in accordance with (or equal to): 
  • the contractual terms of the suppliers that provide the travel services in your package trip; and 
  • any applicable international convention including, but not limited to, the Montreal Convention, the Athens Convention, the Berne Convention and the Paris Convention which limit and govern the amount of compensation payable for death, personal injury, delay to passengers and loss, damage or delay to luggage and are all considered to be available to us. 
  • Copies of supplier contractual terms and/or the international conventions mentioned above are available upon request. Please email [email protected] for more information.  

f) Please note that we cannot guarantee the weather conditions during your package trip, nor can we guarantee the presence (or absence) of particular wildlife if your trip includes safari (for example). Additionally, severe drought conditions may lead to local authorities imposing restrictions on the use of water. Conversely unseasonal rains may make a particular location impassable. Every effort will be made to ensure that you are not subject to inconvenience due to any of the above. Except where a situation (i) leads to Unavoidable and Unavoidable Circumstances, (ii) means that we have to make significant changes to your package prior to departure or (iii) can be construed as improper performance or our failure to perform your package trip contract, we will have no responsibility to you. 

g) In certain circumstances, EU Regulation 2612/2004 will provide you with rights to refunds and/or compensation in circumstances where your flight is delayed, cancelled or if you are denied boarding. Full details will generally be available from your carrier where this regulation applies. Reimbursement in these cases will not mean that you are automatically entitled to a refund of your package trip from us. Your right to refund and/or compensation from us are set out in these booking conditions. Note: if you have received any payments from your carrier or any other supplier, the amount received by you will be deducted from any payments due to you from us.  

h) Where it is impossible to ensure your return as scheduled in your package trip contract due to Unavoidable and Extraordinary Circumstances, we shall provide you with the necessary accommodation for a period not exceeding 3 nights per person. Where possible, this accommodation shall be of comparable standard to the accommodation booked by you under the package. Note: the limit provided in this paragraph 6(h) does not apply to persons with reduced mobility (as defined by Article 2(a) of Regulation (EC) 1107/2006) and any person accompanying them, pregnant women and unaccompanied minors as well as persons in need of specific medical assistance, provided that you have notified us of their needs at least 48 hours prior to departure. 

7. Assistance

If you are in difficulty during the course of your package trip and ask us for help, we will offer you appropriate assistance without undue delay. Such assistance may include providing you with appropriate information on health services, local authorities, and consular assistance, assisting you to make distance communications and helping you to find alternative travel arrangements. You must pay any costs we incur if the difficulty is caused intentionally by you or as a result of your negligence. 

8. Your responsibilities

Passport, Visa, and Immigration 

a) It is your responsibility that passports (with at least 6 months validity beyond the date of your return), visas, inoculation certificates and other necessary travel documents are in order. You should confirm your specific requirements in this regard with the relevant Embassies and, where applicable, consulates. Note: requirements do change, so it is important that you keep up to date with these at all times prior to your departure.  

b) The latest travel advice can be obtained from the Foreign, Commonwealth & Development Office at: https://travelaware.campaign.gov.uk/,   

c) If you do not hold a British passport, including EU nationals, you should obtain up to date advice for your specific passport and visa requirements from the Embassy, High Commission or Consulate at your destination(s) and any countries that you may be travelling through.  

d) We do not accept any responsibility if you have not complied with your specific passport, visa, health, or immigration requirements (including if you are unable to travel or return as a result). You agree to reimburse us for any costs, fines or other losses incurred by us due to your failure to comply with any passport, visa, health, or immigration requirements.  

 

Checking in 

e) It is also your responsibility to check in for your flights by the correct time and to be in the right place at the right time for ground travel arrangements. We do not accept liability if you fail to do so, and no credits or refunds will be given for lost or mislaid air tickets or other travel documents. 

Disclaimers 

f) As between you and suppliers of accommodation, transport and other services which form part of your trip their conditions of business will apply which may mean that you will be required by such suppliers to sign liability waivers or other documentation for some potentially more hazardous activities such as ballooning, canoeing, walking and riding safaris and white-water rafting.   

 

Excursions 

Excursions or other tours that you may choose to book or pay for either: 

I. separately to your package trip arrangements; or  

II. whilst you are on trip 

will not form part of your package trip provided by us and your contract for these will be with the operator of the excursion or tour and not with us. We will not be responsible for the provision of these excursions or tours or for anything that happens during the provision of these by the excursion or tour operator.  

 

Complaints 

h) If you have a complaint during your trip, you must inform the relevant supplier (e.g., your hotelier) and your guide without undue delay who will endeavor to put things right.  

i) If your complaint cannot be resolved locally, please follow this up within 30 days of your return home by writing the cazenove+loyd representative that has dealt with your trip giving your booking reference and all other relevant information. It is your responsibility to communicate any complaint to the supplier of the services as well as to your guide without delay and complete a report whilst in situ. If you fail to follow this simple procedure, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in that moment, and this may affect your rights under this contract. 

j) In accordance with the Alternative Dispute Resolutions for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (“The ADR Directive”) we advise that Cazenove + Loyd Limited does not utilize the services of an approved Dispute Resolution Service for the purposes of complaints. 

 

Children 

k) You are responsible for the conduct of any children travelling with you and for their compliance with the conditions set out in these booking conditions and in particular those contained in paragraph 9 (Behaviour). 

 Safety and Country Standards 

l) Safety Standards: Safety standards can and do vary from one country to another and may not reach the same level as can be found in the UK, although we do request that all the properties which we feature comply with the appropriate, local safety standards. We therefore advise you to take all reasonable precautions whilst on trip. 

m) Country Standards: Where applicable, we detail the official ratings given to the accommodation we feature. These ratings are based on the official ratings of each accommodation and can vary significantly between countries.  

9. Behaviour

It is a condition of your contract with us that you act with reasonable prudence and circumspection whilst on trip and that you comply with all health and safety requirements of guides, camps and the like.  

We reserve the right to terminate the trip arrangements of any person (which may include you and all members of your group where appropriate) whose Behaviour is such that it is likely, in our reasonable opinion or that of any hotel manager, airline pilot, tour leader, our agents, representatives or any other person in authority, to: 

  • cause distress, danger, damage, injury (or death), or annoyance to any person (including other clients, staff and any third party) or property; or 
  • breach any applicable local laws. 

 Should this happen, full cancellation charges will apply, and we will have no responsibility whatsoever for any expenses or costs (including legal expenses and costs) incurred by you (including, but not limited to any return travel) or to compensate you for any loss incurred. You will also be responsible for paying any loss, compensation and/or damage that is a result of your behaviour.

We reserve the right to claim any loss, damage, compensation, costs, and expenses (including legal costs and expenses) (“Loss”) incurred by us as a result of your behaviour from you and you agree to indemnify us for any such Loss incurred.   

10. Tours – General fitness requirements, medical conditions and disabilities

Due to the physical nature of some of the tours, trips, and itineraries which we offer, we regret that they are not all suitable for persons with reduced mobility, disabilities and/or medical conditions and a reasonable level of fitness is required. 

If you have a medical condition or a disability that may affect your participation in a tour or trip, you must provide us with full details of any special requirements you may have prior to booking with us, or as soon as you become aware of these if they arise after you have booked with us (but no later than 48 hours before your departure date). This includes confirming to us if you need to take medical equipment on trip with you so that we can determine with our suppliers whether it can be carried safely. 

If you are in any doubt as to the suitability of a tour and require further information regarding a tour/itinerary, please contact us. We are happy to provide you with further information, taking into consideration your specific requirements, to help you to determine if it is suitable for you. 

We reserve the right to not accept your booking if after taking into consideration your specific requirements, condition and/or disability, we reasonably believe that your chosen tour/activities are not suitable for you. We also reserve the right to cancel a tour and apply our standard cancellation charges (as set out in paragraph 3 above) if: 

I. we subsequently become aware of any medical condition or disability that you have not made us aware of which make the tour/trip not suitable for your specific requirements; or 

II. you notify us of a new, or changes to your existing, medical condition/disability which in our reasonable opinion means that the tour/trip is no longer suitable for you. 

If we cancel due to any of the reasons contained in sub-paragraphs 10 i – ii above, we will not be liable for any costs or expenses that you incur.  

If you are in any doubt, please consult your medical adviser before departure. We, and those retained by us to supervise activities, retain the discretion at any time to decline to allow you to participate in any activity if we reasonably believe that in the interests of your health, you should not do so and in such circumstances, we shall not be liable for any losses or compensation arising.   

11. Insurance

It is a condition of contract that all members of your party have comprehensive, travel insurance in place from the date you make your booking. This should cover you and all members of your party against the cost of: 

I. cancellation by you/them.  

II. assistance, including repatriation, in the event of accident or illness or death.  

III. loss of or damage to baggage/equipment; and 

IV. loss of money and other expenses.  

We cannot accept any responsibility if you fail to take out comprehensive travel insurance and you agree to indemnify us for any Loss incurred by us due to your failure to take out adequate travel insurance.  

Note 1: we cannot advise you on insurance issues and suitable policies, but we can recommend a suitable insurance broker whose details are available upon request. 

12. Financial protection

We provide full financial protection for our package trips. 

For our flight inclusive packages, we provide full financial protection through our Air Travel Organiser’s licence number 3208. This is issued by the Civil Aviation Authority Gatwick Airport South, West Sussex, RH6 0YR, UK who can be contacted by telephone on 0333 103 6350 or by e-mail on [email protected] 

When you buy an ATOL protected flight or flight inclusive trip 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.

We 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 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. 

13. Data protection

In order to process your booking and to make sure that your trip arrangements run smoothly, the data that you provide us with when you make your booking (including sensitive data, data relating to minors, your name, passport details, address and dietary requirements) will be passed to our suppliers. Our suppliers include, but are not limited to, accommodation providers, airlines/carriers, transfer companies and any other organisations for the purpose of ensuring the provision of your trip arrangements. Your data may also be provided to credit checking companies and public authorities such as customs and immigration if required by them, or as required by law. If we are unable to share your data as outlined in this paragraph 13, it will not be possible for your tour/trip to be arranged.  

Where your trip is outside the European Economic Area (ELEA), controls on data protection in your destination country may not be as strong as they are in the UK. However, we will not pass your data on to any person who is not responsible for part of your trip arrangements.  

We will handle your personal data in accordance with the terms of our Privacy Policy, which forms part of these booking conditions, at all times. Please refer to this for further information. 

You are entitled to a copy of your information held by us and if you would like to see this, please ask us. In certain circumstances you may be asked to pay a fee for this, but this will only be requested where permitted under applicable data protection laws.  

14. Law and jurisdiction

Your contract with us is governed by English law and is subject to the exclusive jurisdiction of the courts of England and Wales. However, if you live in Northern Ireland or Scotland, you may choose the jurisdiction of Northern Ireland or Scotland.

15. COVID-19 and similar contagions

Whilst efforts are being made across the world by local governments, authorities and health authorities to minimise the spread of COVID-19, there remains a risk that you, or any member of your booking, may be exposed to and/or contract this virus (or similar contagion) at any time before, during or after your intended trip if you come into contact with an infected person(s). We are working with our suppliers to ensure that they have implemented systems to follow local guidance/measures and have response strategies in place to offer the best available protection for our customers. The level of measures in place may differ by country/area and may not necessarily be as strict as those in place in the UK. Irrespective of measures being taken, due to the nature of this virus (and contagions of a similar nature) it is not possible to completely eradicate the risk of contracting it. 

It is important that you are aware of these risks before you book with us, so that you can proactively decide whether a particular trip/destination is suitable for you/your party. We recommend that you consider the FCDO’s latest travel advice https://www.gov.uk/foreign-travel-advice and the infection rates at your intended destination(s) before making your booking. We also recommend that you discuss any health concerns/conditions that you or any member of your party may have with your GP before booking with us.  

If you choose to accept these risks, please ensure that your travel insurance covers the costs of medical treatment, trip curtailment, repatriation, and associated costs. We will not be responsible if you subsequently contract COVID-19 (or similar contagion) during your package trip and you are unable to prove that this was contracted due to our negligence.  

Symptoms before/during Travel 

It is a condition of your booking with us that you declare within 14 days before departure if you: 

  • start to show symptoms of COVID-19 (or other similar contagion) or have a confirmed case.  
  • have been exposed to someone with symptoms of, or confirmed to have, COVID-19 (or similar contagion); and/or  
  • are notified by the UK’s Track and Trace (or equivalent) that you need to self-isolate. 

You must also follow the health guidance in place at that time, which may include, but is not limited to, a requirement for you and anyone you have been in contact with to self-isolate. If you are unable to travel because (i) you have to self-isolate or (ii) because of restrictions or other controls that are in place and local to you, and this means that you have to cancel, we regret that you will be subject to our standard cancellation fees contained in paragraph 3 (b) above.  

 

It is a further condition of your booking with us that you declare without undue delay during your trip if you start to display symptoms of or have a confirmed case of COVID-19 (or similar contagion). You will also be required to confirm details of anyone that you have been in contact with during your trip without undue delay.  

You agree to adhere to any reasonable requests in respect of hygiene and to comply with all quarantine and other measures (including, but not limited to, wearing protective masks) that are in place at all times. You, and anyone you have been in contact with, may be required to self-isolate. 

Where any of the above in this paragraph 15 occurs whilst you are on trip, we will not be responsible for any associated costs that you may incur, including (but not limited to) those relating to additional accommodation, curtailment and missed transport/carriage except where we have been negligent. However, we will provide such reasonable assistance as we can. 

You agree to indemnify us for any costs, expenses (including legal costs and expenses), damages and compensation that we become liable to pay as a result of you (or any member of your party): 

  • intentionally travelling with symptoms of, or a confirmed case of, COVID-19 (or similar contagion). 
  • ignoring any restrictions in place against travel when you have been exposed to someone with symptoms of, or with a confirmed case of, COVID-19 (or similar contagion). 
  • withholding your symptoms, or a confirmed case of, COVID-19 (or similar contagion) whilst on trip. 
  • failing to disclose the details of anyone you have been in contact with during your trip if you become unwell. 
  • omitting to tell us that you have been contacted by the UK’s Trace and Trace system (or equivalent) and have been identified as a person that needs to self-isolate. 
  • not following any measures/restrictions/quarantine requirements that are in place; and/or 
  • contracting COVID-19 (or similar contagion) (except where this is due to our negligence). 

Changes to Facilities/Itineraries 

The effects of COVID-19 (or other similar contagion or associated restrictions, events, and government/public authority actions) may mean that travel to/from your destination as well as certain services and facilities at destination may be affected and/or different to those normally expected, sometimes with little or no advanced notice. Examples of this include, but are not limited to:  

  • quarantine restrictions introduced in the UK or abroad. 
  • requirements to wear protective clothing such as face masks. 
  • disruption of travel, such as inability to board carriage due to you presenting symptoms of illness, changes to facilities at airports/ports/terminals, short notice change of carriers/flights and changes/adjustments to transfers that you may have arranged. 
  • restriction or closure of accommodation facilities and services including, but not limited to, where this is due to social distancing requirements or similar (e.g. closure of buffet functions, gyms and other communal areas, restricted numbers for events/classes made available by your accommodation provider), lower levels of staff present, changes to menus/products usually made available due to a shortage of suppliers/the non-availability of products and the introduction of having to book meals and other services in advance 
  • closure of your chosen accommodation due to an outbreak of COVID-19 (or similar contagion) 
  • restriction or closure of local facilities e.g., beaches, parks, water parks, local attractions etc. 
  • being required to adhere to social distancing requirements and limiting contact to persons within your booking.  

It therefore may be necessary for us to make changes to your trip/itinerary either before your departure or during your trip with little or no notice in these circumstances. We reserve the right to deviate from your original trip/itinerary or to make changes to the same where it is necessary to do so to ensure your safety. Except where these changes amount to a significant change, we will not have any liability to you.  

TERMS AND CONDITIONS – TRAVEL GIFT CARD

Please read the following terms and conditions carefully before purchasing, redeeming, or using the travel gift card (“Voucher”). By purchasing, redeeming, or using the Voucher, you agree to be bound by these terms and conditions.

1. Voucher Redemption and Usage:

1.1. The Voucher can be redeemed for eligible travel services offered by cazenove+loyd.

1.2. The Voucher can only be used for new bookings and cannot be applied retroactively.

1.3. The Voucher is non-transferable and can only be used by the recipient whose name is mentioned on the Voucher.

1.4. The Voucher cannot be combined with any other promotional offers, discounts, or vouchers, unless explicitly stated.

1.5. The Voucher may only be used once and any remaining balance will not be refunded or credited to the user.

2. Booking and Travel Restrictions:

2.1. All bookings made using the Voucher are subject to availability and our booking terms and conditions.

2.2. The Voucher may have expiration dates. It is the responsibility of the recipient to utilise the Voucher before the expiry date.

3. Voucher Value and Limitations:

3.1. The value of the Voucher is as stated on the Voucher itself and cannot be exchanged for cash or other forms of payment.

3.2. The Voucher is valid only for the specified travel services and cannot be used for additional purchases.

3.3. If the cost of the travel services booked exceeds the value of the Voucher, the recipient will be responsible for paying the remaining amount.

4. Modifications and Termination:

4.1. cazenove+loyd reserves the right to modify, suspend, or terminate the Voucher program, terms, and conditions at any time without prior notice.

4.2. In the event of termination, any unused Vouchers will be considered null and void.

By purchasing, redeeming, or using the travel gift voucher, you acknowledge that you have read, understood, and agreed to abide by these terms and conditions.

Terms and Conditions for Seasonal Campaign:

These Terms and Conditions (“Terms”) apply to the seasonal campaign incentives (“Incentives”) provided by Cazenove+Loyd Limited (“we,” “us,” or “our”). By participating in any of the Incentives, you agree to be bound by these Terms and our booking Terms and Conditions. Please read them carefully.

 

Incentive Details

Flight Credit Incentive for new clients:

  • Eligibility: This offer is available for bookings made between 16th November – 22 December 2023, for travel commencing in December 2023.
  • Benefit: £500/$600 flight credit per 2 persons. If travelling solo the incentive is £250/$300 flight credit. Minimum Spend: £5,000/$6,000 per person.

Wellness or Spa Credit Incentive for new clients: 

  • Eligibility: This offer is available for bookings made between 20th November – 31 January 2024, for travel between January and June 2024.
  • Benefit: £500/$600 wellness or spa credit per 2 persons. If travelling solo the incentive is £250/$300 flight credit. Minimum Spend: £5,000/ $6,000 per person.

Family Holiday Contribution Incentive for new clients:

  • Eligibility: This offer is available for bookings made between 20th November – 29 February 2024, for travel between February and June 2024.
  • Benefit: £500/$600 family holiday contribution. Minimum Spend: £10,000/$12,000 per booking.

Incentive for existing clients, without an existing booking:

  • Eligibility: This offer is available for new bookings made between 20th November – 22nd December 2023, for travel departing before 30 June 2024. 
  • Benefit: £500/$600 flight credit per 2 persons. If travelling solo the incentive is £250/$300 flight credit. Minimum Spend: £5,000/$6,000 per person.

Incentive for existing clients, with an existing booking yet to depart:

  • Eligibility: This offer is available for new bookings made between 20th November – 30 June 2025, for travel departing before 30 June 2025. 
  • Benefit: £500/$600 flight credit per 2 persons. If travelling solo the incentive is £250/$300 flight credit. Minimum Spend: £5,000/$6,000 per person.

General Terms

Eligibility: All Incentives are not applicable on a small group trip bookings. All Incentives are subject to eligibility criteria, including but not limited to booking dates, travel periods, and minimum spend requirements. Please refer to the specific details of each Incentive.

Booking Process: To avail of any Incentive, bookings must be made through cazenove+loyd and must meet the specified criteria, subject to availability.

Promotion Period: The Incentives are valid only during the promotion periods mentioned for each Incentive.

Credit Redemption: Flight credits, wellness or spa credits, and family holiday contributions are non-transferable and can only be used in conjunction with the respective Incentive for future bookings. Multiple incentives cannot be used on a single booking, a strict one Incentive per booking applies. 

Minimum Spend Requirement: The minimum spend requirement must be met per person or booking value to qualify for any Incentive. The spend is calculated based on the total cost of the booking.

Cancellation and Refund: In the event of cancellation, any credits received under the Incentive will be forfeited.

Modification: We reserve the right to modify or terminate any Incentive, or these Terms, at any time without prior notice. Modifications to the Incentive or Terms would not apply to pre-existing bookings.

General Booking Terms: All bookings are subject to our standard terms and conditions, which are available above.

Dispute Resolution: Any disputes arising out of or in connection with the Incentive or these Terms shall be resolved through negotiations between the parties. By participating in the Incentive, you acknowledge and agree to these Terms. Please contact your Destination Expert for any inquiries or clarifications regarding the Incentives.