Financial Security Statement

The combination of travel services offered to you is a package within the meaning of the

Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit

from all rights applying to packages; D&H HARROD COACHES LTD will be fully responsible

for the proper performance of the package as a whole. Additionally, as required by law,

D&H HARROD COACHES LTD have protection in place to refund your payments and,

where transport is included in the package, to ensure your repatriation in the event that

they become insolvent. D&H HARROD COACHES LTD are members of the Bonded Coach

Holiday Scheme, overseen by The Association of Bonded Travel Organisers Trust Limited.

This is a government approved consumer protection scheme. This ensures that in relation to

the coach package holidays described in this brochure (or website) that a Bond, which may

be called upon in the unlikely event of the member’s Insolvency, protects the clients’ monies.

Clients are recommended to inspect the current membership certificate at our registered

office or alternatively go to https://www.abtot.com/bch-abtot-members-directory/ or

telephone 0207 065 5316 to confirm current membership. Your attention is also drawn

to the Bonded Coach Holiday Trading Charter that will apply

to these coach package holidays. Details of the Package

Travel and Linked Travel Arrangements Regulations 2018

can be found at The Package Travel and Linked Travel

Arrangements Regulations 2018 (legislation.gov.uk).

 

 

1. FINANCIAL PROTECTION

Your contract is with D&H Harrod (Coaches) Ltd”. When

you book a holiday with us, which does not include a flight,

the money you pay us for the booking will be protected by

Bonded Coach Holidays (BCH) and the Association of Bonded

Travel Organisers Trust Limited (ABTOT), this is a Government

approved consumer protection scheme. The scheme will also

ensure your repatriation in the event the company becomes

insolvent. Our Trading Charter and Booking Conditions set

out clearly and simply the responsibility we have to you and in

turn, you have with us, when a contract is made. Please see

the Consumer Guarantee at www.bch-uk.org. There is no

financial protection if you purchase just transport or

accommodation only from us. We fully comply with the

Package Travel and Linked Travel Arrangements Regulations

2018. The combination of travel services offered to you is a

package holiday within the meaning of the Regulations.

Therefore, you will benefit from all rights applying to package

holidays. “D&H Harrod Coaches Ltd” will be fully responsible

for the proper performance of the holiday and providing

assistance if you are in difficulty. Your key rights will be in the

details of the tour which will be provided prior to booking.

2. BOOKING AND PAYMENT

When a booking is made, the ‘lead name’ on the booking

guarantees that he or she is 18 or over and has the authority

and accepts on behalf of the party the terms of these booking

conditions and pays the deposit indicated in the brochure

and as confirmed in the pre-contract information. After we

receive your booking and all appropriate payments, if the

arrangements you wish to book are available, we will send you

or your booking agent a confirmation invoice within 14 days.

This confirmation will include any special requests we have

agreed. All monies paid to your booking agent are held by

them on your behalf until we issue our confirmation invoice,

thereafter your booking agent holds the money on our behalf.

A binding agreement will come into existence between us

when we dispatch this invoice to the 'lead name' or your

booking agent. Please check the confirmation carefully to

ensure all the information is correct. This contract is governed

by English Law, and the jurisdiction of the English Courts.

Single occupancy of rooms, when available, may be subject

to a supplementary charge and these will be shown in the

brochure. You can book by paying a deposit for each person

named on the booking, but our commitment is always

conditional upon the balance being paid as below.

Deposit £50 per person. The balance of the price of your

holiday must be paid at least 8 weeks before your departure.

If you book within our balance due period, you will need to

pay the total holiday cost at the time of booking. If the

balance is not paid in time, we reserve the right to cancel

your holiday, retain your deposit, and apply the cancellation

charges set out in the paragraph below. The date of

cancellation will normally be the date we receive your

written confirmation that you intend to cancel or 15 days

after the balance due date, whichever comes first.

Where optional items are purchased as part of the holiday,

these are payable on the balance due date except where

items, such as theatre tickets, have been specifically

purchased for you. In this case the cost will be payable at

a separate date notified to you and will not normally be

refunded unless we obtain a refund from the supplier we use.

3. BROCHURE ACCURACY

Although “D&H Harrod Coaches Ltd” make every effort to

ensure the accuracy of the brochure information and pricing,

regrettably errors do sometimes occur. You must therefore

ensure you check the price and all other details of your

holiday with us at the time of booking and when you receive

our confirmation invoice.

4. OUR PRICING POLICY

“D&H Harrod Coaches Ltd” endeavour to ensure that the

most up to date and correct prices are shown in our brochure.

Occasionally, an incorrect price may be shown, due to an

error. When we become aware of any such error, we will

endeavour to notify you at the time of booking (if we are then

aware of the mistake) or as soon as reasonably possible.

We reserve the right to cancel the booking if you do not wish

to accept the price which is applicable to the holiday. Local

Authorities in many towns and cities throughout Europe have

introduced new tourist taxes which must be paid directly to

the hotel by all guests in person. These taxes are not included

in our prices, but we’ll notify you when applicable.

Holiday prices include all travel, hotel accommodation and

meals as specified in the holiday description and VAT payable

in the UK where applicable. The price of the holiday will not

be subjected to any surcharges except those arising from

exchange rate changes, transportation including the price

of fuel, air & ferry operator fares and tolls, embarkation or

disembarkation fees at terminals, duties and taxes (including

the rate of VAT). Even in these cases we will absorb the

cost equivalent to cost of the first 2% of the holiday price.

Amounts more than this plus £1 administration fee and Travel

Agents commission will be surcharged to you. If this means

the total cost of the holiday increases by more than 8% then

you are entitled to cancel your holiday and receive a full

refund of all monies paid except any insurance premium

and amendment charges. We will communicate the options

with you either through email or letter, with a reminder if

necessary. If you exercise the right to cancel, we must

receive written notice within 20 days of the date of the

surcharge invoice.

5. IF YOU CHANGE YOUR BOOKING

If, after our confirmation has been issued, you wish to change

to another of our holidays or change departure date, we

will do our utmost to make the changes, but we cannot

guarantee to do so. However, notification must be received

in writing at our offices from the person who signed the

booking form, at least 8 weeks before departures. This

must be accompanied by a payment of £50 to cover our

administrative costs, plus costs we incur in making the

amendment. Alterations cannot be made within 4 weeks of

departure and any such request for an alteration will be

treated as a cancellation of the original booking and will be

subject to the cancellation charges set out in paragraph

below. Some arrangements cannot be changed without

paying a cancellation charge of up to 100% of the ticket cost.

6. TRANSFERRING YOUR BOOKING

You can transfer your booking to somebody else, but the

person must satisfy all the conditions of the holiday and you

must inform us either by letter or email no less than 7 days

before departure. This transfer will cost £50 plus reasonable

costs to make the transfer. You will remain responsible for

ensuring payment before the balance due date. This is in

addition to (and does not affect) the separate liability of the

transferee to us.

7. IF YOU NEED TO CANCEL YOUR HOLIDAY

You or any member of your party, may cancel your holiday

at any time provided the cancellation is made by the person

signing the booking form and is communicated to us in

writing via the office who made your original booking. You

must pay cancellation charges to cover our administration

costs and to compensate for the risk of us not reselling the

holiday. If the holiday is resold a refund will be made. Your

cancellation will take effect from the date on which we or our

agent receive your written confirmation of your cancellation.

You must also return any tickets or vouchers you have

received. A reduction in room occupancy may increase the

charges for the remaining passengers by the application of

supplements for low occupancy of rooms. Where bought in

supplies, such as ferries, hotel accommodation etc have

been bought in on your behalf, and where the terms and

conditions of the supplier are non-refundable, these products

will be charged to you at the full retail rate. If this applies, the

non-refundable items will be deducted from your holiday

costs and the following scale of charges will be applied to

the remainder:

You may cancel your holiday without paying any termination

fee before the start of the holiday, in the event of unavoidable

and extraordinary circumstances occurring at the place of

destination or its immediate vicinity, for instance, if there are

serious security problems at the destination which are likely

to affect the package.

8. ALTERATIONS TO YOUR HOLIDAY BY US

We hope that we will not have to make any change to your

holiday but, because our holidays are planned many months

in advance, we sometimes do need to make minor changes.

We reserve the right to do this at any time. We will let you or

your booking agent know about any important changes as

soon as possible, including the minimum number of

passengers required on the trip. If after booking, and before

departure, we make a major change to your holiday, you will

have the option of withdrawing from the holiday without

penalty or transferring to another holiday without any charge.

In either case, we will pay you compensation, according

to the scale set below. A major change includes the time of

your departure or return time by more than 12 hours, a

change in departure point, location of resort or type of hotel,

a change in cross channel travel, or specification of the coach.

If we tell you about any of these changes after we have

confirmed your holiday booking (other than force majeure),

you may either:

- accept the new arrangements offered by us; or

- accept a replacement holiday from us of equivalent or

similar standard and price (at the date of the change),

if we can offer you one; or

- cancel your holiday with us and receive a full refund of all

monies. Either way, we will pay you compensation, using

the Compensation table shown,

IMPORTANT NOTE. Compensation will not be payable

if the holiday is cancelled because the number of persons

booked is less than the number required, or for events

beyond our control, which include: war, threat of war, riots,

civil disturbances, terrorist activity and its consequences,

industrial disputes, natural and nuclear disasters, fire,

epidemics, health risks and pandemics, unavoidable and

unforeseeable technical problems with transport for reasons

beyond our control or that of our suppliers; hurricanes and

other actual or potential severe weather conditions and any

other similar events. You are also advised to check with

The Foreign and Commonwealth Office Advice Unit

regularly at www.fco.gov.uk/travel prior to travel.

All holidays operate if the minimum number of participants

is met. However, in no case will we cancel your holiday less

than 401 weeks before the scheduled departure date, except

where you have failed to pay the final balance or because of

force majeure (force majeure means an event which we or

the suppliers of the services in question could not foresee

or avoid and is therefore beyond our control).

9. OUR RESPONSIBILITY TO YOU

We accept responsibility for ensuring the holiday which you

book with us is supplied as described in our publicity material

and the services offered reach a reasonable standard and if

you are in difficulty, we will assist you. If any part of our

holiday contract is not provided as promised, you may

terminate the contract without paying a termination fee and

we will pay you appropriate compensation if this has affected

your enjoyment of your holiday. We will, however, not be

liable if there are any unforeseeable or unavoidable actions of

a third party not connected with our travel services, or there

were unavoidable or extraordinary circumstances, or the lack

of conformity is due to a traveller in the party.

We accept responsibility for the acts and/or omissions of our

employees, agents and suppliers except where they lead to

death, injury or illness. Our liability in all cases shall be limited

to a maximum of twice the value of the original holiday cost

(not including insurance premiums and amendment charges).

We accept responsibility for death, injury, or illness caused by

the negligent acts and/or omissions of our employees or

agents together with our suppliers and sub-contractors,

servants and/or agents of the same whilst acting within the

scope of, or during their employment in the provision of your

holiday. We will accordingly pay to our clients such damages

as might have been awarded in such circumstances under

English Law. In respect of carriage by air, sea, tunnel and rail

and the provision of accommodation our liability in all cases

will be limited in the manner provided by the relevant

international convention.

If we make any payment to you or any member of your

party for death or personal injury or illness, you will be asked

to assign to us or our insurers the rights you may have to act

against the person or organisation responsible for causing

the death, personal injury or illness. This clause does not

apply to any separate contracts that you may enter for

excursions or activities during or outside of your holiday.

If you or any member of your party suffer death, illness or

injury whilst overseas arising out of an activity which does

NOT form part of your holiday, we may offer guidance and

where legal action is contemplated and you want our

assistance, you must obtain our written consent prior to any

proceedings (We limit the cost of our assistance to you or

your party to £5,000 per party).

10. IF YOU HAVE A COMPLAINT

If you have a problem during your holiday, please inform

your Tour Manager, your driver or the relevant supplier/resort

representative immediately who will endeavour to put things

right. If your complaint cannot be completely resolved locally,

you must complete a Holiday Report Form which can be

obtained by your driver or local representative, which you

should keep. Our contact number, for unresolved complaints

will be our office number on 01366 381111 (Open in office

hours) If you remain dissatisfied please follow this up within

14 days of your return home by writing to “Operator Name”

giving your original booking reference number and all other

relevant information, including the reference of the Holiday

Report Form. It is therefore a condition of this contract that

you communicate any problem to the supplier of the services

in question AND to our representative whilst in resort and

obtain a written report form. If you fail to follow this simple

procedure, we cannot accept responsibility as we have been

deprived of the opportunity to investigate and rectify the

problem. Should you wish to pursue the complaint further,

BCH ABTOT have an Alternative Dispute Resolution scheme

and full details are available from them. Please contact them

at ABTOT 117 Houndsditch London EC3A 7BT.

11. OUR COACHES

We will always use our reasonable endeavours to provide

a coach to the specification in our brochure or advert but

reserve the right to substitute an alternative vehicle should

there be unforeseen circumstances. There is a seating plan

but, in some cases, operational reasons may require a coach

with a different configuration. We reserve the right to alter a

coach seating plan and allocate seats other than those

booked. Single passengers may be required to share a

double seat with other single passengers. When your

booking is confirmed, you will be offered the best seats that

are available at that time. If you feel that you require two

seats, then these must be booked and paid for in advance,

at the time of booking. If you fail to do this and it transpires

that the seat allocated to you is insufficient for your needs

and there is no alternative seating available, then you will

be refused access to the coach and any payments made

will be liable to forfeiture.

Specific seats will not be allocated on coaches operating a

feeder service between joining points and main holiday

departure points or on coaches that carry out transfers

between airports, seaports etc.

12. HOTEL FACILITIES

Some hotel facilities and entertainment may be withdrawn

for routine maintenance or be subject to seasonal availability

and provision of the facilities cannot be guaranteed. Single

occupancy of rooms may be subject to a supplementary

charge.

13. HEALTH AND SAFETY

In some foreign countries, standards of infrastructure, safety

and hygiene may be lower than those to which we are

accustomed in the UK. You should therefore exercise greater

care for your own protection. There may be countries that

we visit that have special medical requirements for tourists.

These regulations are subject to change and our clients are

responsible for complying with entry and current health

requirements. If you are not sure of the health requirements

for the country you are visiting, you are advised to check with

your GP before travelling. You are also advised to refer to the

Department of Health leaflet “Health Advice for Travellers”.

Some people may be at risk from discomfort or deep vein

thrombosis (DVT) if they remain immobile on a journey for a

long period. If you are planning to undertake a journey of

more than three hours, you should consult your doctor, if you

have ever had DVT, pulmonary embolism, a family history of

clotting conditions, cancer or treatment for cancer, stroke,

and heart or lung disease or If you have had major surgery

in the past three months.

We reserve the right to refuse any booking in the absence

of a doctor’s certificate confirming that you are fit to travel.

Where we provide comfort stops you are encouraged to

walk around. Exercise reduces any discomfort, which may

be caused by periods of immobility.

NO SMOKING is allowed on our coaches (including

E-Cigarettes) and we do not allow pets or any other animals,

although we accommodate registered assistance dogs,

not on overseas holidays.

14. TRAVEL DOCUMENTS, ITINERARIES, PICK-UP

POINTS AND PASSPORTS

For all Continental holidays, you will require a full 10-year

British Passport (machine readable) valid for a further 6

months after your holiday. If you do not hold a full British

Passport or have any doubts about your status as a resident

British subject, you must check with the Embassies or

Consulates of the Countries to be visited to confirm the

Passport or visa requirements when you book. We cannot

accept responsibility if passengers are not in possession of

the correct travel documents. For full details on passport

requirements, please contact ‘the identity and passport

service’ on 0300 222 0000 (www.direct.gov.uk).

You are responsible for ensuring you are at the correct

departure point, at the correct time and with the correct

documents.

“D&H Harrod Coaches Ltd“ reserve the right to modify

itineraries to conform with requests from competent

authorities both within the UK and abroad.

Excursions which are included in the cost of your booking

are detailed on the brochure page and refunds will not be

made for excursions not taken. Optional excursions booked

and paid for in resort do not form part of your booking.

Admission fees to buildings may not be included in the

price of the holiday, please check.

15. SPECIAL REqUESTS

All special needs and requests, if agreed, should be entered

on the booking form and be included in the confirmation of

the holiday. These cannot be guaranteed except where

confirmed as part of our holiday commitment to you and are

detailed on your holiday booking confirmation. We are keen

to ensure that we plan the arrangements for your holiday so

that special needs and requests can be accommodated as

far as possible. If you will need assistance or may be unable

to fully enjoy all aspects of your holiday you must tell us in

advance so that we can maximise your enjoyment of the

holiday. We will need to know if you will need special facilities

in the hotel, taking part in the excursions or have difficulty

boarding and travelling on the coach or other means of

transport. Before booking your holiday, you should be sure

that you and your party are both physically and mentally

capable of completing the itinerary. If you need advice or

further information either you or your booking agent should

contact “01366 381111”. If you will require a special diet

please tell us at the time of booking, or as soon as you are

medically advised, together with a copy of the diet.

16. PASSENGERS WITH DISABILITIES

We want everyone to enjoy our travel arrangements. We are

happy to advise and assist you in choosing a suitable holiday.

But, as some of the accommodation and resorts featured may

not cater for even minor disabilities, it is important that, when

booking, you advise us of any disability, specific need or

complex need you may have and any special requirements

that will make sure the holiday is suitable. If a passenger

requires personal assistance (for example, assistance with

feeding, dressing, toileting, mobilising) then this passenger

must travel with an able-bodied companion or carer and

written confirmation that such assistance will be provided for

the entirety of the holiday is required at the time of booking.

Coach drivers/Tour Managers are unable to provide such

assistance.

IMPORTANT. You must tell us if you have an existing medical

condition, disability or complex need that may affect your

holiday or other group members’ enjoyment of it before you

book your holiday. We reserve the right to request a doctor’s

certificate confirming the passenger is fit to travel. If, in our

reasonable opinion, your chosen holiday is not suitable for

your medical condition or disability, we reserve the right to

refuse your booking. You are responsible for bringing with

you the proper clothing and equipment, which we advise you

about in our printed trip information. We want you to enjoy

your holiday and will help you select an appropriate trip.

17. PASSENGER BEHAVIOUR

We want all our customers to have a happy and carefree

holiday. You are responsible for your behaviour and hygiene

and the effect it may have on others. If you or any other

member of your party is abusive, disruptive or behaves in a

way that could cause damage or injury to others or affect their

enjoyment of their holiday or which could damage property,

we have the right to terminate your contract with us and we

will have no further liability or obligation to you. The coach

driver/representative, ship’s captain, or authorised official is

entitled to refuse you boarding if in their reasonable opinion

you are unacceptably under the influence of drink or drugs or

you are being violent or disruptive. If you are refused boarding

on the outward journey, we will regard it as a cancellation by

you and we will apply cancellation charges. If on your return

journey, we have the right to terminate the contract with you.

We request that mobile telephones are not used on the coach.

18. TRAVEL INSURANCE

We strongly advise that you take out personal travel

insurance for the trip. If you do not have adequate insurance

and require our assistance during your holiday, we reserve

the right to reclaim from you any medical repatriation or

other expenses which we may incur on your behalf which

would otherwise have been met by insurers. You must

advise us if you use an alternative insurer, the policy number

and 24-hour contact number.

19. LUGGAGE

Please restrict your luggage to a suitcase weighing no more

than 20 kgs per person. We cannot accept responsibility for

loss or damage to luggage unless through our negligence.

Please do not leave valuable items in your suitcase when left

on the coach. Please contact us for our policy on mobility

scooters.

20. GENERAL DATA PROTECTION REGULATIONS

We comply with the GDPR 2018 Regulations, our data

controller is D&H Harrod Coaches Ltd and our data

protection policy can be found at www.harrodscoaches.co.uk

or you can request a copy from Bexwell Aerodrome

Downham Market PE38 9LT

21. EMERGENCY CONTACT

Our emergency contact details are Tel: 07754 500895

Email: anne @harrodscoaches.co.uk

PUBLICATION DATE:

This brochure was designed and printed in the UK by

Group Two Associates on 1st November 2024.