DAY TRIP AND THEATRE SHOW CONDITIONS

 

Terms & Conditions and Important Notes

 

·             Your ticket is also a receipt for payment and acceptance by you and all other passengers travelling on this ticket of the terms and conditions stated below.

·             Tours and excursions operate subject to minimum numbers and occasionally we may be forced to cancel a departure if bookings fall short of the necessary target. If we do have to cancel you will be notified at least 48 hours in advance and offered a full credit, refund or an alternative tour.

·             If you cancel your booking more than 5 working days before departure we will refund the amount paid less £5.00 per person cancellation fee (maximum £20.00 per ticket). For cancellations within 5 working days no refund is due.  If your booking includes a charge for meals, theatre/show tickets, entrance fees etc., refunds will be subject to our recovering these costs.

·             All tickets must be paid for in full at the time of booking and in advance.  Drivers cannot accept direct payment.

·             It is a legal requirement for all passengers, including children and babies in baby/child seats or booster seats as appropriate, to wear seatbelts.

·             No animals other than guide dogs for the blind and assistance dogs are permitted on our vehicles.

·             No takeaway food may be consumed on the coach without prior approval or permission.

·             We operate a strict no smoking policy, including electronic cigarettes.

·             Your departure time is shown on your ticket. We cannot be held responsible for missed departures due to you being late or at the wrong location. If in doubt, please check.  If you wish to change your pick-up point, you must notify us in advance.

·             All wheelchairs, prams & child buggies must be pre-booked.

·             We reserve the right to adjust timings and seat/coach numbers, and shall contact you at the earliest opportunity in such circumstances.  We do recommend that you contact us 3 days before your departure to re-confirm your departure time. Arrival and departures times may be affected by traffic conditions. Marchants shall not be liable for any missed events or connecting transport arrangements if due to unforeseen circumstances such as heavy traffic, accidents, diversions, severe weather, etc.

·             No luggage is permitted on excursions except those involving accommodation booked by or on behalf of Marchants Coaches.

·             On trips to hypermarkets, weight restrictions apply to the coach and passengers may be restricted on the amount of goods that they can bring back. No restricted goods allowed.  It is also strictly forbidden to exceed the advisory Customs & Excise limits on alcohol and tobacco.

·             All passengers’ personal effects and property are carried at the owner’s risk.

·             Marchants shall not be held liable or responsible for consequential loss due to the curtailment, closure, cancellation, amendment or withdrawal of any display, event, show, exhibition or service advertised as part of the tour.

·             We reserve the right to refuse carriage to any person who, in the opinion of the driver, is under the influence of alcohol or drugs or whose behaviour, actions or demeanor may cause offence, disruption or distress to other passengers or the driver. No compensation or claim for loss is due to any such passenger refused carriage.

·             Drivers are not permitted to pick up or drop off passengers at points not listed on the itinerary or timetable.

 

 

 

HOLIDAY CONDITIONS

 

PLEASE READ CAREFULLY

Marchants Coaches Ltd undertakes to operate the tours in this brochure to the best of our ability and we accept responsibility for the arrangements of your holiday that are wholly in our control. However, we cannot accept liability for any alterations made necessary by any events or actions which are beyond our direct control. We make every effort to ensure that all arrangements for the holidays advertised are accurate and we aim only to deal with suppliers who are efficient and reputable. We do not have any direct control over the provisions of our suppliers’ services and do not accept any loss caused by the non-performance of these suppliers. We also reserve the right to change our printed itinerary should external factors enforce such action either prior to or during the holiday. Your signature on the booking form indicates that these conditions are acceptable to you. Similarly any published times which are given to you may be affected by situations beyond our control such as road maintenance and weather conditions and should only be used as a guideline.

 

BOOKINGS

To make a valid booking you must complete a booking form and pay the deposit. Where there is more than one member of a party to be included in a booking, the person signing the booking form shall be deemed to do so on the basis that he or she represents and acts as agent for all members of the party and as such accepts these booking conditions on behalf of each member of the party. Bookings will be confirmed by issuance of a confirmation invoice, which will show the balance due on your holiday and the due date of your balance. No further reminders will be sent and the balance must be paid to the office at which you made your original booking no later than 8 weeks prior to the departure date. If the balance is not paid by the due date, we reserve the right to cancel your booking and to retain any deposits paid. Ticket and luggage labels will be issued on payment of your final balance and these must be shown on boarding your coach. Your exact departure point and time will be specified on your ticket. Please notify the office at which you made your booking if you lose your tickets. If a booking is made within 8 weeks of departure the full amount is liable to be paid at the time of booking. We reserve the right to refuse any booking and to terminate a client's holiday in the event of them causing a nuisance, or his or her condition is offensive to other passengers, or they partake in unreasonable behaviour.

 

PRICE

We guarantee not to raise the price of a holiday unless there is a major cost increase beyond our control, e.g. an oil crisis with subsequent fuel increases, changes in the VAT rate, currency fluctuations etc. No surcharges will be made once the balance has been paid. In the unlikely event that we are obliged to make a surcharge, you will be given the option of continuing with your booking at the new price or cancelling your booking. If you decide to cancel we will refund all payments made to us in respect of your holiday.

 

CANCELLATION & BOOKING AMENDMENTS

If you wish to change your holiday choice after deposits have been paid but before final balance is due, an administration fee of £10 per person is payable. If you wish to cancel your holiday after having paid a deposit, this must be communicated in writing to us as soon as possible and you will be liable to the following scale of charges:

 

Prior to 56 days before departure - Deposit only.

28 to 56 days before departure - 30% of total holiday cost.

14 to 27 days before departure - 45% of total holiday cost.

7 to 13 days before departure - 60% of total holiday cost.

0 to 6 days before departure - 100% of total holiday cost.

 

 

The cancellation will date from the day that written notice is received at our office. Any cancellation charge is payable by the passenger to us and the passenger should then claim on their insurance policy for reimbursement if applicable.

 

In the event of cancellation by Marchants Coaches Ltd your money will be refunded in full and this shall be the limit of our liability. We aim never to cancel any tour and would only do so in exceptional circumstances or due to failure to reach minimum required numbers. If we are obliged to change your holiday in any way due to circumstances beyond our control, we will try to ensure that you are given early notification of a change and the reasons for such a change.

 

INSURANCE

Insurance is compulsory for our holidays to Europe and the Channel Islands. You must provide confirmation that you have arranged adequate insurance cover.

 

LUGGAGE & PERSONAL BELONGINGS

You are requested to take only one standard-sized suitcase per passenger. Marchants Coaches Ltd cannot be held responsible for luggage and personal belongings carried on vehicles.

 

PETS

We regret that no pets may be taken on our holidays.

 

SPECIAL REQUESTS

We will make every effort to comply with requests for special diets, low floor accommodation, etc and these should be notified to us in writing at the time of booking and detailed on the booking form. We cannot however accept any booking that is conditional upon guaranteeing special requests. A few of our featured hotels do not have lifts and may not be suitable for clients with mobility difficulties.

 

MEDICAL

If you are receiving medical treatment for any continuing illness you must inform the office when making your booking and include details on your booking form. This information may be helpful to your driver in the unfortunate event that you require medical attention whilst on holiday. Every effort is made to assist disabled people travelling on our holidays and notification to Marchants Coaches Ltd will enable us to serve you better. We cannot be held responsible for any difficulties encountered if we have not been given prior notification of any disability in writing. Please do not hesitate to ask if you wish to be advised on the suitability of any holiday that appears in this brochure.

 

COMPLAINTS

In the unlikely event that you have a complaint during a tour please inform the driver immediately. He will do his best to assist you, but please bear in mind that we have no direct control over hotels and other parties. If you wish to make further representations on your return please write to us within 28 days of your return date.

 

GENERAL

The Public Service Vehicle (Conduct of Drivers, Conductors and Passengers) Regulations 1936, as amended apply to all coaches throughout any holiday. When you travel on another form of transport during the course of your holiday (e.g. a ferry) then the conditions of carriage of that carrier will apply. These may limit or exclude any liability to you. Marchants Coaches Ltd shall in no circumstances be liable for any occurrence whatsoever suffered by any passenger which arises as a result of any breakdown, delay, change of route, accident or otherwise in the course of the holiday caused other than by negligence of Marchants Coaches Ltd, its servants or agents who are under direct control of the firm. With all arrangements made for hotel accommodation, excursion visits and use of road vehicles, trains or any other means of conveyance operated by person or bodies other than the firm, which are made by the firm, the firm will not be responsible for any loss, damage, injury, delay, or inconvenience however caused to or sustained by passengers in any such hotel, excursion visit, vehicle, train or any other means of conveyance.

 

 

 

IPP

1 IPP TOFI PS UK/1 2025

POLICY SUMMARY FOR PASSENGERS

PASSENGER PROTECTION POLICY FOR INSOLVENCY COVER IN RESPECT OF THE UK REGULATIONS 2018, DIRECTIVE (EU) 2015/2302 OR THE LOCAL APPLICABLE LAW IN THE COUNTRY OF RESIDENCE ON PACKAGE TRAVEL & LINKED TRAVEL ARRANGEMENTS

This Policy Summary is not a contract of insurance. It outlines the cover under the policy.

PARTIES INVOLVED

Policyholder: Marchants Coaches Ltd

Insured Person(s): The person(s) having made a payment or on whose behalf a payment has been made to the Policyholder for Package Travel or Linked Travel Arrangements. The Insured Person is the beneficiary under this policy, but they are not a contracting party under this policy.

The insurance cover provided under this policy has been arranged for the Policyholder by International Passenger Protection Ltd. Cover is provided by Liberty Mutual Insurance Europe SE UK Branch, as the insurer.

WHO IS THE INSURER?

This policy is underwritten by Liberty Mutual Insurance Europe SE through its United Kingdom branch.

Liberty Mutual Insurance Europe SE UK Branch is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registered number 829959). Liberty Mutual Insurance Europe SE UK Branch address is 20 Fenchurch Street, London, EC3M 3AW.

Liberty Mutual Insurance Europe SE trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. Registered office: 5-7 rue Léon Laval, L-3372 Leudelange, Grand Duchy of Luxembourg. Registered Number B232280 (Registre de Commerce et des Sociétés). Liberty Mutual Insurance Europe SE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company.

www.libertyspecialtymarkets.com

WHO IS THIS INSURANCE FOR?

If you have booked Package Travel Arrangements or Linked Travel Arrangements with the Policyholder then an insurance policy has been arranged by the Policyholder at their expense in the event of their insolvency. This insurance is for your benefit as the Insured Person(s). 2 IPP TOFI PS UK/1 2025

For the purposes of this policy, Package Travel Arrangements or Linked Travel Arrangements as defined in either the UK Regulations 2018, Directive (EU) 2015/2302 or the law applicable to the country of residence of the Policyholder on package travel and linked travel arrangements and booked through the Policyholder.

WHAT DOES THIS INSURANCE COVER?

If the Package Travel Arrangements or Linked Travel Arrangements booked through the Policyholder are cancelled or are cut short due to the Policyholder becoming insolvent or having an administrator appointed and being unable to provide agreed services, this insurance covers the Insured Person(s) for:

If Cancelled Before Departure:

Loss of either deposit(s) or the full price of the Package Travel Arrangements or Linked Travel Arrangements paid in advance to the Policyholder.

If Cancelled After Departure:

Following any Package Travel Arrangements or Linked Travel Arrangements being cut short:

1. the money back on any of the travel arrangements that cannot be provided; or

2. the continuation of the Package Travel or Linked Travel Arrangements, where we agree this is possible; and if the Package Travel or Linked Travel Arrangements includes transport of the Insured Person

3. the provision of assistance services and additional costs reasonably and necessarily incurred to enable the Insured Person to return to the original country of departure including, if necessary, the financing of accommodation prior to the Insured Person’s return.

WHAT IS NOT COVERED?

1. There is no cover under this policy for any claim or loss in anyway caused by or resulting from:

War

1.

1. war, invasions, acts of foreign enemies, hostilities or warlike operations (whether war

be declared or not), civil war, rebellion, revolution, insurrection, riot, civil commotion

assuming the proportions of or amounting to an uprising, military or usurped power,

confiscation or nationalisation or requisition or destruction of or damage to property by or under the order of any government or public or local authority,

1. any action taken in controlling, preventing or suppressing a) above.

Nuclear 3 IPP TOFI PS UK/1 2025

2.

(a) loss or destruction of or damage to any property whatsoever or any loss or expense whatsoever resulting or arising therefrom or any consequential loss

(b) any legal liability of whatsoever nature directly or indirectly caused by or contributed to by or arising from

(i) ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel

(ii) the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof.

1. There is no cover under this policy for any:

Indirect Losses

1. Travel arrangements not forming part of package travel arrangements or linked travel arrangements.

Prior known circumstances

1. Loss when the date of financial failure of the policyholder is before the start of the policy period.

Prior recovery

1. Claim where the insured person(s) has already received reimbursement of their net ascertained financial loss.

Travel Intermediaries

1. Financial loss a travel intermediary sustains in relation to any insolvency of a Policyholder whilst acting on behalf of an Insured Person.

For the purpose of this policy, examples of a travel intermediary are travel agents, booking agents, or any agent that participates in the sale and/or brokerage of travel and tourism-related products and services.

HOW TO MAKE A CLAIM

Notify Sedgwick Claims Management Services as soon as possible, quoting the name of the Policyholder and the reference TOFI UK/1 2025 and giving full details of what has happened by one of the following methods:

1. Online claims reporting: www.ipplondon.co.uk/claims.asp

Using the online form captures the key details we need to handle the claim as quickly as possible.

1. Telephone: +44 (0)345 266 1872

4 IPP TOFI PS UK/1 2025

�

1. Email: ippclaims@uk.sedgwick.com

1. IPP Claims at Sedgwick

14-16 Park Place

Cardiff

CF10 3DQ

If the Insured Person is abroad at the time and does not wish to make their own arrangements to get back to their country of departure then we will provide services to assist with their return to their country of departure.

What You Must Do During A Claim

The Insured Persons and their representatives must:

1. co-operate fully with us and any other person or persons authorised by us in the investigation, adjustment and/or settlement of any claim notified to us. That includes providing any other information we may require, including all documentation that we request to assist in the claim, for example invoices and receipts.

1. take all reasonable care to limit any loss.

1. not do anything either before or after a loss that limits, restricts or waives our legal rights without our prior written permission. For example, the Insured Person must not enter into any contract that limits, restricts, waives or otherwise impairs their right to recover from anyone who may be liable to them for a loss that is otherwise covered by this insurance.

Our Rights During A Claim

1. We may, at our discretion:

• take full responsibility for conducting, defending or settling any claim in the Insured Persons’ names; and

• take any action we consider necessary to enforce the Insured Persons’ rights or our rights under this insurance.

1. Where legally permitted under the law applying to this policy, we are entitled to request that any loss incurred by the Insured Person that may be covered by this policy is requested from either:

1. the Insured Person’s payment card issuer; or

2. from any other existing insurance policy the Insured Person holds that may provide cover for such loss.

If part payment for any loss incurred is received by the Insured Person from either their payment card issuer or under any other existing insurance policy they hold, this policy will apply in excess of that part payment. 5 IPP TOFI PS UK/1 2025

If the Insured Person’s recovery claim from either their payment card issuer or any other existing insurance policy they hold is unsuccessful, either in whole or in part, we will deal with the claim in line with the terms, conditions, exclusions and limits under this policy.

Fraudulent Claims

If the Insured Person makes a fraudulent claim under this insurance:

(a) the claim will not be paid; and

(b) the Insured Person may need to return any sums paid to them in respect of the claim; and

(c) by notice to the Insured Person, this insurance may be treated as having been terminated with effect from the time of the fraudulent act.

If this insurance is terminated under clause 1. (c) above:

(a) there will be no cover or potential cover in respect of a relevant event occurring after the time of the fraudulent act. A relevant event is whatever gives rise to cover or may give rise to cover under this insurance (such as the occurrence of a loss, the making of a claim, or the notification of a potential claim); and

(b) all premiums paid will be retained.

This condition will only apply to the insured person(s) who made or attempted to make a fraudulent claim under this insurance.

HOW TO MAKE A COMPLAINT

Liberty Mutual Insurance Europe SE aims to provide a high-quality service to all its customers. If you feel dissatisfied or if you have any questions about your contract or the handling of a claim, then in the first instance you should contact International Passenger Protection Ltd.

If you are still not satisfied with the service you have received and wish to make a complaint you may do so in writing or verbally quoting the policy and/or claim number using the contact details below: Compliance Officer Liberty Mutual Insurance Europe SE 20 Fenchurch Street London EC3M 3AW Tel: +44 (0) 20 3758 0840 Email: complaints@libertyglobalgroup.com

or

Compliance Officer Liberty Mutual Insurance Europe SE 5-7 rue Léon Laval L-3372 Leudelange Grand Duchy of Luxembourg Tel: +352 28 99 13 00 Email: complaints@libertyglobalgroup.com

 

If after making a complaint you are still not satisfied you may be entitled to refer the dispute to an independent organisation.

The Financial Ombudsman Service is a free and impartial service, who may be contacted at:

 

Exchange Tower

Harbour Exchange 6 IPP TOFI PS UK/1 2025

London

E14 9SR

Tel: 0800 023 4567

Website: www.financial-ombudsman.org.uk

To confirm whether you are eligible to ask the Financial Ombudsman Service to review the complaint find out more at www.financial-ombudsman.org.uk

 

as Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, all insureds and policyholders are also entitled to refer the dispute to any of the following dispute resolution bodies in Luxembourg: Commissariat aux Assurances, 7, boulevard Joseph II L-1840 Luxembourg Tel: (+352) 22 69 11 - 1 Email: caa@caa.lu www.caa.lu

or

Médiateur en Assurances ACA, 12, rue Erasme L-1468 Luxembourg Tel: (+352) 44 21 44 1 Email: mediateur@aca.lu www.ulc.lu/fr/organes/detail.asp?T=2&D=descr&ID=6

or

 

Service national du Médiateur de la consummation

6, rue du Palais de Justice Luxembourg, 1841

Tel: (+352) 46 13 11

Email: info@mediateurconsommation.lu

www.mediateurconsommation.lu/

 

USEFUL INFORMATION

Privacy Notice

How Liberty Specialty Markets Uses Your Personal Data

Liberty Specialty Markets takes the protection of your personal data seriously and is committed to protecting your privacy. There are a number of different companies within our group. The specific company within Liberty Specialty Markets which acts as the "data controller" of your personal data will be the organisation providing the policy as set out in the documentation that is provided to you.

If you are unsure you can also contact us at any time by e-mailing us at dataprotectionofficer@libertyglobalgroup.com or by post at Data Protection Officer, Liberty Specialty Markets, 20 Fenchurch Street, London EC3M 3AW, UK. Where you provide us or your agent or broker with details about other people, you must provide this notice to them.

In order for us to deliver our insurance services, deal with any claims or complaints that might arise and prevent and detect fraud, we need to collect and process personal data. The type of personal data that we collect will depend on our relationship with you: for example, as a policyholder, third party claimant or witness to an incident. Your information will also be used for business and management activities such as financial management and analysis. This may involve sharing your information with, and obtaining information about you from, our group companies and third parties such as brokers, credit reference agencies, reinsurers, claims handlers and loss adjusters, professional advisors, our regulators or fraud prevention agencies. We also collect personal data about our suppliers and business partners (such as brokers) for the purposes of business management and relationship development.

Please see the full privacy notice available at www.libertyspecialtymarkets.com/privacy-cookies for further information on how your personal data is used and the rights that you have in relation to the personal data we hold about you. Please contact us using the details above if you wish to see the privacy notice in hard copy.

Sanctions Suspension Notice

No benefit will be provided under this insurance to the extent of providing cover, payment of any claim or the provision of any benefit where doing so would breach any sanction, prohibition or restriction imposed by law or regulation. Such suspension shall continue until such time as the insurer would no longer be exposed to any such sanction, prohibition, or restriction.

Financial Services Compensation Scheme

Liberty Mutual Insurance Europe SE UK Branch , as insurers under this policy, are covered by the Financial Services Compensation Scheme (FSCS). The Insured Person may be entitled to compensation from FSCS if Liberty Mutual Insurance Europe SE UK Branch are unable to meet their obligations to the Insured Person under this insurance.

If the Insured Person is entitled to compensation from FSCS, the level and extent of compensation will depend on the nature of this insurance. Further information about FSCS is available on their website: www.fscs.org.uk or the Insured Person can write to them at PO Box 300, Mitcheldean, GL17 1DY.

GLOBAL TRAVEL INSOLVENCY PROTECTION

International Passenger Protection Limited is authorised and regulated by the Financial Conduct Authority under firm reference number 311958. International Passenger Protection Limited is registered in England and Wales No. 02498563, with its registered offices at: 22-26 Station Road, West Wickham, Kent, BR4 0PR. International Passenger Protection (Malta) Ltd (C 97281) is an enrolled insurance broker under the Insurance Distribution Act (Cap 487) of the laws of Malta to carry on business of insurance broking and is licensed and regulated by the Malta Financial Services Authority. Products are co-manufactured by Liberty Mutual Insurance Europe SE (LMIE) and International Passenger Protection (Malta) Ltd (IPPM). LMIE provides the cover and IPPM distributes the product.