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TERMS OF SERVICE This document sets out the standard booking terms and conditions of ‘The Luxè Week Ltd’, a company registered in the United Kingdom with the number 11526566 whose registered address is 40 Bloomsbury Way, Lower Ground Floor London, WC1A 2SE
Will the Booker please ensure you read this document in full before booking, and guests read this document before their departure. Important sections are underlined. Any references to ‘you’ are to you, the holidaymaker/booker, who has contracted with TLW either in your own right or on behalf of others.
THE NATURE OF THESE TERMS
As soon as the initial deposit payment is made, two things will occur:
1) the payment and receipt of the initial deposit by the Booker to TLW constitutes automatic acceptance of the Standard Terms and Conditions outlined in this document
2) a contract will automatically arise between the Booker and TLW, granting both parties respective duties and obligations under that contract. These terms and conditions will form the basis of the contract between the Booker, guests and TLW.
TLW reserves the right to make reasonable changes to these terms and conditions at any time where such changes are necessary (for instance, in the case of a change in the applicable laws or regulatory requirements). Such changes will take effect when the updated terms and conditions are uploaded to The Luxè Week website.
PASSPORTS AND VISAS
It is your responsibility to have valid travel documents. You must ensure that you have a valid passport and any necessary visas to enter any country you are visiting, including transit stops, prior to your departure.
TLW cannot help you to obtain the correct passports, visas, or other documentation that you might need to enjoy the booking made through TLW.
Unless agreed otherwise, your booking does not include: transport to and from your home country, coach transfers between the airport and the villa, or any other type of transport unless you have selected transfers from TLW’s website as an optional extra or it is clearly stated that ‘Airport Transfers’ are included in your package if applicable.
If this is the case and ‘Airport Transfers’ are included in your package you are required to send across your flight details to TLW by the required deadline. Failure to do so will void your right to the Airport Transfer and TLW will not accept any responsibility/liability for any loss or incident that may occur because of your failure.
We often need to combine airport transfer routes to and from the accommodation for passengers from arriving and departing flights on outbound and inbound journeys for the airport transfers. This means that you could experience additional waiting time for transfers on arrival at and return to the airport. In each instance we will do our best to keep waiting times to a minimum, but a waiting time of approximately two hours may be expected from the flight arrival time and the coach transfer departure. Similarly, in addition to the two-hour required check-in time, a waiting time of two hours may be experienced from arriving at the airport and the departure of your flight.
You must be aware that transfer(s), in particular, coaches may stop to allow the driver a break or to change drivers in order to comply with legal requirements relating to driving hours.
If we are unable to drop you directly at your accommodation (e.g. due to narrow roads) you will be dropped as close as reasonably possible.
TLW cannot guarantee that an officer, employee, agent or intern (‘TLW Representative’) will be on-board each individual airport coach transfer.
All guests onboard an airport transfer to the accommodation agree to be bound by the rules and regulations of travel and to follow the reasonable instructions of the driver at all times. Failure to comply with any relevant legislation (e.g. rules relating to the consumption of alcohol or smoking while travelling) or any reasonable request from either the driver or TLW Representative(s) will be treated as a breach of contract by the Guest(s) concerned. This may result in the holiday booking contract being terminated and/or the expulsion from the vehicle of the Guest(s).
Airport transfers are offered as a standalone option and are linked directly to published flight times. TLW will not, in any case, accept any responsibility for cancelled, delayed, rescheduled flight times or re-routed flights purchased through a third-party that affects the booked airport transfer. Should a booked flight be cancelled, delayed, have its flight times rescheduled or re-routed by the relevant airline, TLW cannot alter published airport transfer schedules in order to accommodate such changes since airport transfers provide transport for multiple inbound and outbound flights.
TLW will not monitor any changes to individual flight details. Should your flight be cancelled, delayed, rescheduled, or re-routed by the relevant airline after an airport transfer has been booked, it is the responsibility of the Guest(s) to inform TLW. Likewise, if flight details or transfer timings are entered incorrectly by the booker TLW shall not be liable for any direct or indirect loss or damage this causes.
It is the responsibility of the Booker to ensure adequate time is allowed for the transfer, traffic delays and airport formalities. TLW shall not be liable for any direct or indirect loss or damage resulting from missed flights or appointments.
When travelling by TLW organised airport transfer from the airport to the accommodation ou must be at your pick-up point at the departure time, final details of which including the location of the pick- up point, you will be notified beforehand.
In the event that the relevant airport transfer is cancelled by TLW, the Guests will be offered a full refund of the airport transfer cost only thereby allowing Guests to use this refund towards making their own travel arrangements to and from the destination.
Regardless of mode of transport delays can occur. By choosing to travel with TLW organised airport transfers you acknowledge that due to weather conditions, mechanical failure, traffic, an accident or some other reason, the likelihood of delay often cannot, even with all due care, be predicted or prevented. Accordingly, we cannot accept liability for any inconvenience or expenses you may incur as a result of such delays.
In the event of a delay due to mechanical failure or an accident, we will take reasonable care to remedy the problem or to arrange an alternative vehicle as soon as possible. We will make every effort to operate transfers of a high standard but cannot accept any liability whatsoever on the basis of an inferior vehicle being used as a relief or replacement or in cases of unavoidable and extraordinary circumstances (as defined above).
Whilst TLW takes every effort to ensure a high standard of service, transfer providers are third party suppliers and therefore TLW cannot be held accountable for any service failings on their part.
Luggage will be stored in the hold of the airport transfer and may not be accessible during the airport transfer journey.
It is the responsibility of each individual Guest to ensure the safe loading under instruction of the driver and unloading of their luggage on any transfer. TLW cannot accept any liability whatsoever for any luggage that was incorrectly loaded and subsequently damaged, or that was lost due to being left behind at the pick-up point.
Small hand luggage may be taken on board the transfer to carry toiletries, passports, money and other valuables. TLW cannot accept any liability whatsoever for any items left on board the transfer or for money and valuable items stored in the hold.
It is the responsibility of each individual Guest to claim their personal luggage from the hold upon arrival at the destination. TLW strongly advises you not to give permission to a third party to load or unload you
ACCOMMODATION SECURITY DEPOSIT
Upon arrival, the relevant accommodation provider or TLW may require a security deposit, if required this will be detailed to you before your trip in writing This security deposit is for the entire booking in a single lump sum to offset any charges, fees, fines or other amounts incurred by your Group during your holiday; it is up to you and your Group to determine how this sum will be paid. Payment can be made by credit or debit card and will be refunded (less any sums deducted) at the end of your trip.
Amounts may be deducted from the deposit where a member or members of a Group act in such a manner as to cause nuisance or distress or danger to themselves or to other Guests or to third parties, even where no financial loss has been incurred
Any and all accommodation security deposit payments, whether refundable or not, shall be strictly between you and the accommodation provider. TLW cannot accept liability for the return or loss of such monies. However, TLW representatives shall be entitled to recover the cost of any damage or loss that is attributable to your conduct and/or fault, if necessary, before the conclusion of your holiday and before your homebound transfer.
At check-in you may be required to sign the accommodation provider’s terms.
You agree not to damage any accommodation and to abide by any local laws, particularly in relation to noise.
You shall be liable in the first instance for any claims against the Group. You or your Group may be denied any return boarding of transport if you refuse to pay or to undertake a commitment to pay on your return home.
WHAT YOU CAN EXPECT FROM OUR ACCOMMODATION
If you have arrived at your accommodation (pre-arranged through us or otherwise) by car, or on a flight with an airport transfer not pre-arranged and booked through TLW, it is a condition of your booking that you notify TLW of your estimated arrival time in advance of departure. In the event you fail to notify us in advance we cannot guarantee that your accommodation will be open and/or available for check-in on your arrival.
Check-in is usually after 14:00 pm at the start of each trip, and check out of accommodation(s) is usually between 09:00 am and 11:00 am irrespective of your time of departure at the end of the trip. Not all accommodation will have 24- hour check-in facilities however some places may be able to provide facilities for interim storage of luggage. If you or any of your Group decide to use such facilities TLW will not accept any liability for lost or stolen luggage in any circumstance whatsoever. There may be specific times staff will be available at your accommodation and we cannot be responsible if you fail to obtain your keys before they leave or reception closes.
The use of some facilities in properties, in particular complexes, such as spa facilities, saunas, fitness facilities, and steam rooms may incur an extra charge. Where we have been informed of this it will be stated in the description at the time of booking however this is often charged by those running the property/complexes and we are not always informed. TLW will not accept any liability for any expenses you incur on extra facilities and if you require specific information, please ask us at the time of booking or ask at the time of check-in.
TLW cannot guarantee that any fitness facilities provide the same range or type of equipment as a purpose-built gym. Many properties have annexes which are sometimes in a separate building a short walk away. Please bear in mind that whilst many annexes provide access to the facilities of the property through which they are sold, rooms may not be of the same standard as the main property, and this is usually reflected in the price. The accommodation(s) used in the trip may not be in the same area or next to each other and we cannot guarantee that all members of a Group will be close to each other although we will take every reasonable step to accommodate all members of a Group together. The properties utilised are often privately owned and even in the same complex may vary in layout and size and in the actual furnishings they offer.
In most apartments a blanket, bed linen and pillows are provided for each bed but if you require specific information please ask us at the time of booking or ask at the time of check-in.
On arrival at your accommodation please check the inventory to ensure that furnishings are present and in working order. Anything missing or broken must be reported immediately or you may be charged for it. Please leave your accommodation(s) as clean as you found it. Some properties may require a returnable deposit on arrival – if this is the case you will be informed beforehand. Your deposit is held in case of extra cleaning, lost keys, damage charges, or incidentals and is refundable (minus any charges incurred after your property has been cleaned and inspected at the end of the week and/or your bill finalised) after you depart. The deposit can usually be paid by credit card and is returned to the same card. Not all properties will accept credit card payments and if you require specific information please check at the time of booking.
We cannot guarantee specific property requests, especially for solo travellers or pairs, and whilst we will use every reasonable endeavour to comply with such requests this may not be possible in each case and cannot be guaranteed.
The itinerary, as provided to you may be affected by weather conditions (for example, boat trip might not be viable in adverse weather conditions for your own safety), major events or prior customer feedback to improve the experience. Whilst we will try our utmost to ensure the itinerary is followed as closely as possible, TLW cannot be held liable for any deviations in the itinerary.
Your itinerary may be subject to change at any time. As such TLW will accept no responsibility for any additional activities or bookings you have incurred at your own expense.
THIRD-PARTY EXPERIENCE OFFERING
From time to time you may engage in third party experience offerings. These offerings are independent from the services provided by TLW and are subject to payment of a fee directly to the third party offering the experience in question.
These offerings do not form part of the package offered to you by TLW. As such, TLW shall have no responsibility for the services provided nor liability for damage or loss caused by the provision of these services.
TLW cannot warrant nor guarantee that the third-party offerings shall operate on the scheduled date. Reasons for this may include force majeure events or capacity issues. In such circumstances, the service may be cancelled without notice. TLW shall have no liability for any loss of enjoyment nor associated damages that may arise out of or in respect of such services.
USE OF VEHICLES
When making your booking you may decide to rent throughout your stay or engage in a trip activity that utilises “Vehicles” such as but not limited to any motor vehicles (motorbikes, scooters, quad bikes, cars). In making such a booking you confirm that you and any member(s) of your group who may be partaking are currently in possession of a valid driving license that can be used in the destination of your event.
In this event, the Vehicle provider or TLW may require a security deposit. This security deposit is for the entire booking in a single lump sum to offset any charges, fees, fines or other amounts incurred by you or your Group during your holiday; it is up to you and your Group to determine how this sum will be paid. This will be refunded (less any sums deducted) at the end of your activity or trip and payment can be made by credit or debit card.
The holder of a valid driving licence accepts they may be required to drive the Vehicle from time to time, and as such should be prepared to do so at the point of booking on the event.
Drivers of Vehicles do so at their own risk and shall use the reasonable care and skill that would be expected of one entrusted with the safe transport of passengers in a personal capacity. This includes but is not limited to refraining from driving whilst under the influence of alcohol, drugs or any other substance that may impair your ability to safely and responsibly take charge of the Vehicle. The entire Group onboard the Vehicle is to take responsibility for ensuring that the designated driver complies with the requirements of this section. In doing so the passengers of the Vehicle shall assume a duty of care to the driver in the event the driver is under the influence of drugs and alcohol and shall prevent the driver from taking control of the vehicle.
TLW accepts no responsibility for any damage or loss caused by the driver whilst under the influence of drugs or alcohol where TLW was not aware of the situation. If made aware of such facts, TLW shall use its best endeavours to ensure the safety of the passengers and driver.
TLW accepts no responsibility for any damage or loss arising through the missing out of events or activities by the Group due to the driver being prevented from driving by reason of being under the influence of drugs and alcohol or otherwise being unfit to drive.
Conditions in all of our trip destinations can change unexpectedly. TLW reserves the right to change or alter the advertised programme and line up of all activities without prior notification or liability to refund in whole or in part.
Any additional option, aside from the core package offering, being purchased from TLW must be paid for in full prior to 14 days before your departure to ensure that your booking is fully paid and that the booking is valid.
We aim to ensure the prices of pre-booked items are cheaper than those in at your trip destination on arrival but we cannot guarantee this. Purchasing in advance, however, allows you to spread the cost of your holiday more effectively and also saves you time on your arrival. Any pre-booked items are sold separately and do not form any part of the Package Components. TLW acts as an agent for the suppliers of these items which do not form part of the package holiday provided by TLW. The relevant suppliers' terms and conditions shall apply in your transaction with the supplier and any purchase is subject to availability.
It is essential that your insurance covers you for hired equipment. Many hire shops offer top-up insurance and we suggest that you take this. Details of such top-up insurance will be displayed in the relevant shop and we suggest you carefully read the policy wording before purchasing any such top-up insurance. TLW will not be liable for any damage or theft of hired equipment and any such matter must be resolved between you and the relevant hire shop and the relevant insurance company.
Once you have booked your pre-booked item, no cancellation refunds or alterations can be accepted. Please note that we cannot refund any part of your pre-booked service should you not use all or part of what has been booked.
Upon arrival, you will be required to produce proof of identification. TLW operates a strict age policy. As such, TLW reserves the right to reject anyone on a booking at check-in should it be discovered you are in fact in violation of our age policy. In such circumstances you will not be refunded any sums paid, nor will TLW assume any responsibility for additional expenses incurred as a result of our refusal to allow you to participate.
Prior to your check-out, we will conduct a full inspection of the property to ensure there is no damage. In a group booking (i.e. whole villa), the Booker and the individual who paid the deposit (unless they are the same person), must be present at check-out. In a scenario, where there is damage to the property the Booker/the individual who paid the deposit will be charged for any costs associated with the damage and be responsible for splitting this with his/her group if appropriate. They will not be in a position to argue any costs and will have to sign off on the damages in order to proceed with check-out.
In an accommodation share, where guests have been put together by TLW, the entire Group has to be present at check-out. Here every guest in the villa has a shared responsibility to ensure no damage is done to the property. In the event of damage to the property, any costs associated with fixing the damage will be equally split and charged to each guest. Guests will not be in a position to argue any costs and will have to sign off on the damages in order to proceed with check-out. TLW cannot accept liability for the return or loss of such monies.
Check-out will take place between 09:00 am and 11:00 am. TLW strongly advises for onward travel arrangements to be made after this time and cannot accept responsibility for any travel arrangements made before
PAYING FOR YOUR HOLIDAY
a) on making a booking you should provide TLW with the correct and required information by completing the online booking form via TLW website; any additional information such as special requests, disabilities or allergies should be emailed to firstname.lastname@example.org immediately after booking
b) your invoice/receipt will be sent to you via email;
c) your Invoice/Receipt will state the total holiday booking cost and if the instalment plan option has been selected then also the dates by when payments must be received by TLW (these costs and dates differ from event to event);
d) if the final balance is not received by the final balance due date then TLW may automatically treat this contract as cancelled;
e) if any money is paid by Guests then you i.e. as lead booker for a whole villa booking or room booking for 2 people, then you hold such money on trust until it is paid to TLW and are responsible for any monies owed or outstanding by those Guests. (No Group booking will be confirmed until all members constituting the Group have made their final payment and the Group, as a whole, has no outstanding balance due).
You will pay TLW the sum specified in the confirmation invoice.
The default invoice price is in USD($). If you choose to pay with GBP(£), CAD($), AUD($) or EUR (€) (or any other currency) the price listed may change depending on fluctuations in exchange rates including the internal exchange rate which TLW may apply in any future payment transactions. For this reason, you are advised to pay in USD($) if you do not wish to pay any price variations as a result of fluctuations in exchange rates, including the internal exchange rate which TLW may apply in any future payment transactions.
The payment instalment plan will vary depending on the event week or person. You will be advised of the specific payment plan for your booking prior to confirmation and receive instructions for your payment plan after your booking has been confirmed via email.
If you fail to pay an instalment by a payment due date TLW reserves the right to cancel the booking and you will not be entitled to a refund of any sums paid.
It is the guests’ responsibility to check the payment due dates and ensure that payments have been made in accordance with the payment instalment plan. Please note, that TLW reserves the right to automatically charge your original payment card for any instalments due and any delay in making a payment may result in your booking being cancelled by TLW without a refund. If you are likely to be unable to make a payment on time you must contact TLW as soon as possible to request an extension to the relevant payment due date. If such an extension is agreed upon, TLW will communicate this to you in writing.
If payments are not made from an account/card in your name, TLW reserves the right to request authorisation from the account holder.
Any promotions or discounts on packages offered by TLW, cannot be 'layered' or 'combined', unless stated otherwise by the Company or a Representative
Please see the information here https://www.theluxeweek.com/policies/refund-policy where you are using a Credit Voucher to pay for a booking.
CHANGES IN THE PRICE OF YOUR HOLIDAY
Any such changes will be communicated to you. TLW reserves the right to correct pricing errors after confirmation. In the unlikely event of a pricing error, we will notify you of the correct price and you will have the option to pay the correct price or cancel the booking with a full refund.
TLW can change your holiday price after you’ve booked in certain circumstances to reflect changes outside of our control e.g. but not limited to, the level of taxes or fees imposed by third parties including tourist taxes or exchange rates. However, there will be no change within 28 days before your departure.
We will absorb, and you will not be charged for, any increase up to an amount equal to 2% of the price of your travel arrangements, (excluding insurance premiums and any amendment charges). You will only be charged for any amount over that 2%. If this results in an increase equal to more than 8% of the price of your travel arrangements, you will have the option of changing to another holiday if we are able to offer one or cancelling and a Credit Voucher refund of any sums paid, except for any amendment charges.
If there is an error in room type, occupancy level or price, we reserve the right to amend the price or accommodation to a reasonable alternative.
VARIATION BY TLW
As TLW’s booking information is prepared well in advance, some minor aspects of your booking (e.g. but not limited to: minor itinerary amendments due to weather, major events or customer feedback) may have to change closer to the time of your holiday in order to make the booking work.
If major changes to your booking are needed, you will be notified as soon as is reasonably possible. In this instance you will be able (except where we are subject to unavoidable and extraordinary circumstances) to either:
a) cancel the booking and receive a Credit Voucher refund of all sums you have paid;
b) choose to accept the changes; or,
c) make an entirely new booking at your own cost.
You must inform TLW of your decision within 3 working days of being informed of the changes made to your booking. If no action is taken TLW will constitute your silence as automatic acceptance of the changes. Where TLW is subject to unavoidable and extraordinary circumstances, (being a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such circumstances include but are not limited to, dangerous weather conditions, pandemic, epidemic fire, natural disaster, industrial actions, war, riots, and natural disasters), your rights under these terms and conditions may be different as TLW will follow any applicable legislative or regulatory advice which may allow TLW to postpone refunds, to offer refund credits and, in some circumstances, to withhold refunds.
There is a possibility that the holiday you select when booking may not be available. Should this be the case, TLW shall notify you as soon as possible. TLW reserves the right to either cancel your booking or offer you a replacement holiday and the following will apply:
a) if TLW offers a more expensive replacement, which contains all the same facilities as the holiday you chose on booking, this shall be considered an upgrade.
b) if you are upgraded, TLW reserves the right to downgrade you to a holiday of the same quality as that which you originally booked if the upgrade offer becomes unavailable. Should this happen, TLW guarantees that you will receive the same (or better) quality and type of holiday that you originally booked.
VARIATION BY YOU
If you would like to change any aspect of your booking, you must inform TLW as soon as is reasonably possible in writing i.e., via email to email@example.com. You will be responsible for any additional costs incurred in catering for the changes requested.
Please note that TLW may not be able to cater to all changes you might wish to make. All changes will be subject to availability and will be made at TLW’s discretion.
Changes of dates will be treated as cancellations and charges may be applied. However, in the event that a more expensive booking is subsequently made, the usual cancellation fee shall be waived and an administration fee equal to 10% of the original booking cost may be levied in its place.
CHANGE OF CUSTOMER
TLW reserves the right to apply a $100 administration fee in the event you request any change to be made to your booking. The administration fee shall apply per change requested
When requesting a change of customer, you must confirm that the new guest has read and agreed to these Terms.
Any and all items of transport, accommodation, and/or tourist services not ancillary to the transport or accommodation which are core components of your holiday booking (‘Package Component’) shall only be made available to the persons named on your Invoice and/or other relevant documentation and are non- refundable. TLW reserves the right to treat your holiday booking as cancelled and render it subject to cancellation charges in the event you sell, attempt to sell, or otherwise transfer any Package Component to a third party without TLW’s prior written consent.
Although we will endeavour to pass any reasonable requests on to our relevant suppliers we regret that we cannot promise that any requests will be complied with unless TLW have specifically confirmed this in writing to you.
Confirmation that a special request has been noted or passed on to the supplier, or the inclusion of the special request on your Invoice or any other documentation, is not confirmation that the request will be met.
Special requests should be treated as unavailable unless and until specifically confirmed and are subject to availability.
Special requests do not form part of our contractual agreement and we will have no liability if they are not met.
PHYSICAL FITNESS AND DISABILITY
Some trip activities may be physically demanding. If you or any member of your Group has any medical problem or disability which may affect any component of the holiday booking of that person, you must notify TLW of this medical problem or disability prior to making your booking so that we can advise you on the suitability of the chosen holiday. You must give us full details (if any) in writing i.e., via email to firstname.lastname@example.org either prior or after making your booking. If we in our absolute discretion feel unable to properly accommodate the particular needs of the person concerned we reserve the right to decline to accept, cancel or amend the booking.
DISABLED CUSTOMERS AND CUSTOMERS WITH SPECIAL REQUIREMENTS
It is important that you tell us about any special needs and requirements so that suitable arrangements can be made. TLW cannot be held responsible if you fail to tell us about special needs/requirements that may impact upon your holiday. As such, we will not compensate you in these circumstances. If you need support or advice prior to booking, please contact us prior to booking using the contact details available on our website (as detailed above).
If you have a medical condition, mobility problem or a disability which may affect your holiday, we may require a doctor’s certificate or other documentation relating to such condition, problem or disability. Please provide us with full details of any such condition, problem or disability in writing at the time of booking.
REFUNDS, CANCELLATIONS AND BOOKING CHANGES
Any payment made towards booking your place on a Luxè Week is non-refundable by TLW. Although circumstances change, any payment received from you is immediately used to secure your space in the villa and other activities you will participate in during the Luxè Week.
These financial obligations mean that TLW is unfortunately unable to offer a refund in any circumstance.
Should your circumstances change and you have no choice but to cancel your booking, you must inform TLW in writing as soon as possible. Your booking will not be cancelled until TLW receives your notice of cancellation in writing i.e., via email to email@example.com. Your cancellation will not be confirmed until you have received confirmation in writing from us.
To make any changes to your booking, email firstname.lastname@example.org. TLW reserves the right to charge an admin fee of $100 to make any adjustments to a booking.
The following is applicable to all ongoing and upcoming Luxè Week Trips:
Any tickets purchased will be fully refundable for a 24-hour period after the initial purchase date. Any cancellations made after the 24-hour cancellation period will no longer be eligible for a refund or Credit Voucher for the total value of any payments made. If there is a difference in costs i.e., an increase in price between the original trip or date(s) selected by the customer and the new chosen trip or date(s), then TLW reserves the right to charge the customer for this difference in price to make the change. Conversely, if the new trip or date(s) is cheaper than the original trip or date(s) that was booked by the customer, they will lose out on the difference paid and TLW reserves the right to retain those funds in order to successfully make the change. This applies to all trips.
CLAIMING A REFUND
In order to successfully claim a Refund, Credit Voucher or Trip/Date change, cancellations must be made within the 24-hour cancellation period of the initial purchase date for applicable trips. Any cancellation(s) made after these timeframes will not be applicable for a full refund, credit voucher or trip/date change.
If a customer has no choice but to cancel, they will lose any sums paid alongside their spot on the trip and also not be entitled to a trip/date change or Credit Voucher for future trips.
Refunds shall be made to the payment card used for the original payment within 30 days after the cancellation has been confirmed.
CREDIT VOUCHERS AND REQUESTING A TRIP/DATE CHANGE
Guests who are eligible for Credit Voucher(s) will receive their voucher immediately via email once their cancellation has been confirmed. The value of the Credit Voucher will be the total sum of any monies paid by the guest for their trip. If the guest opted to use a payment plan, then the Credit Voucher will also include the remaining balance of their payment plan. This will have to be paid off once they have confirmed a new week/trip to join and Luxè Week has approved the new week/trip change.
If a customer has no choice but to request trip or date change, these changes will remain under the discretion of The Luxè Week. Your change will not be confirmed until you have received confirmation in writing from us.
In order to redeem the voucher or request a trip/date change, guests must email email@example.com with the new week/trip they would like to join and the change will only be valid once you have received confirmation in writing from us.
Please note that if TLW has approved the joining of a new week/trip, due to seasonal price differences trip costs may change. Due to this, if a guest opts to join a new week or trip where package prices are higher than their original trip plan, they will have to pay the difference in order to join the trip.
TLW reserves the right to refuse entry into a week or trip if there are no longer any spaces available on that week. Additionally, any requests for trip/date changes made less than 60 days prior to the original travel date, will not be considered and will not be eligible for a credit voucher nor a trip/date change, resulting in a non-refundable ticket.
CANCELLATION BY US
TLW will strive to avoid cancellations, however, sometimes they are unavoidable and TLW will reserve the right to do so when it sees fit. In this event, TLW will notify you of any cancellations as soon as possible before departure and you will have the choice to:
1) accept the cancellation and altered arrangements,
2) book alternative arrangements from TLW of a similar standard to the original booking if available
TLW does not sell or organise travel insurance. It is a condition of your booking that all Guests must travel with a fully comprehensive travel insurance. Every Luxè Week traveller must ensure that they are protected under their own valid travel insurance policy, or in the case of group bookings, are covered by the travel insurance of the lead booker before going on holiday.
You should make sure that these insurance policies cover adventurous activities such as surfing or snorkelling. It is your responsibility to ensure that any purchased insurance cover is adequate for your particular needs and the needs of your Group if you are booking insurance on behalf of other Guests. Please read the policy carefully to ensure it complies with this requirement and covers all of the activities that you are going to be participating in.
It is also your responsibility to obtain additional cover if appropriate in line with any terms and conditions stated in any insurance policy you purchase, and to bring all necessary documentation with you on holiday. We strongly recommend your insurance covers cancellation, medical charges, personal liability and loss of personal property.
TLW accepts no liability to those who travel without travel insurance in breach of this clause. Should you or any members of your Group fail to purchase travel insurance as required by this section, you agree to release TLW from all possible liabilities and consequences in respect of any matters arising that otherwise would be covered and agree to indemnify and hold harmless TLW for any costs that would have been covered by the suggested policy. This means that you must pay for or reimburse us in respect of any costs arising from your failure to purchase a policy of comparable cover to that suggested.
YOUR BEHAVIOUR AND RESPONSIBILITIES
As soon as your online booking form has been submitted to us, you agree to accept responsibility for the good conduct of yourself on the trip, or if you’re the lead booker for your Group, then the good conduct of the behaviour of the Group as a whole. Without prejudice to the generality of the foregoing, there will be no tolerance for any Guest smoking within the accommodation, or on board any public or private transport, or in any way causes a fire hazard or contravenes the local anti-smoking laws.
If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services to which your booking relates, while on holiday your behaviour or the behaviour of your Group poses a danger to you or those around you, causes or is likely to cause damage to people or our property, the property of our suppliers or the property of third parties, breaches any local law, is abusive or threatening in any way, causes or is likely to cause a public nuisance or you do not follow the instructions or orders of any TLW representative, TLW reserves the right to immediately cancel your booking without paying you any refund or incidental travel costs whatsoever. This means, among other things, that:
a) you may be required to leave any accommodation you have booked at any time during your booking (and you will be solely responsible for making your own travel arrangements. We will not be held liable to you for any expenses incurred by you after our contract with you has ceased); and/or
b) we reserve the right, in our absolute discretion, to ban you from any future TLW event.
If you have caused or cause damage, then TLW reserves the right to withhold access to any particular Package Component until you fully indemnify or reimburse TLW in respect of the damage caused. If you have caused damage whilst on your holiday, you agree that you will be responsible for your own transport and accommodation including any alternative arrangements for those Guests who will not travel without you. In any of these circumstances:
a) TLW will not make any refunds or pay you any compensation whatsoever, and;
b) TLW reserves the right to make a claim against you and/or instigate criminal proceedings if your behaviour has resulted in additional costs to us.
Please note that if you or your Group are rude and unpleasant to our staff at any point before or after you have made a booking with us then we reserve the right to take action against you including cancelling your booking and withholding such part of any refund as shall properly reflect the impact of your behaviour.
If any particular Package Component supplier(s) considers you or any of your Group to be disruptive, they can refuse to allow you to proceed with that particular Package Component.
The nature of some of the activities you may choose to participate in during your holiday may involve a degree of personal risk. You accept by purchasing a holiday from TLW, your purchase is solely and fully at your own risk and accept that you are responsible for your own actions. With accepting these terms and conditions you also accept full responsibility for any damage, loss or expense caused by you or any person in your Group as the Lead Booker
TLW acknowledges that guests may wish to consume alcohol. You must, however, do so responsibly and TLW accepts no liability to you for any injury, loss or damage you suffer as a result of your judgment being impaired wholly or partly by alcohol or drugs.
TLW operates a zero-tolerance drug policy. If you are found in possession of illegal substances, TLW reserves the right to cancel your booking without paying you a refund. This means (among other things) that you could be made to leave the accommodation you have booked at any time during your booking. TLW reserves the right to inform the relevant law enforcement authorities as we see fit.
You are solely responsible for your personal possessions and property; it is your sole and full responsibility to look after your personal belongings. Where you lose any item of your personal possessions, whilst we do everything possible to locate lost property we cannot guarantee to do so, nor can we guarantee to be able to arrange for your property to be returned. You should email bookings @theluxeweek.com with any queries relating to lost property. In the event that we are able to locate lost property and arrange for its return, all costs incurred as a result of doing so must be paid to us in advance along with an administration fee of $50. TLW reserves the right to increase the administration charge for the return of lost property for bulky items with special dispatch costs. TLW accepts no liability and cannot be held responsible for the safety of your personal possessions and any lost property in any circumstance whatsoever as it is your personal responsibility to look after your belongings.
When you book arrangements with TLW or an 'affiliated Partner', even though we act as an undisclosed agent for suppliers we voluntarily accept that this is a "package" falling within the Package Travel and Linked Travel Arrangements 2018 (‘the Package Travel Regulations’) for all bookings made within the European Economic Area (EEA). We will voluntarily extend our obligations to you to those which exist under the Package Travel Regulations to increase your protection and security.
TLW accepts responsibility for ensuring that services offered and carried out are of a standard reasonably expected by a person skilled in offering and carrying out such services. We will use reasonable care and skill to perform our contractual obligations to you according to the laws and regulations of the country where your holiday takes place.
TLW will take reasonable care to ensure that reputable suppliers and businesses provide the services that make up your holiday. These organisations follow local and national regulations and laws of the country in which they operate. You agree that overseas safety standards or the standard of any component of your package holiday booking may differ from those in your home country and in some instances may not meet the standards you are accustomed to at home.
Our obligations, and those of our suppliers, in respect of reasonable care will be complied with in accordance with local law or, in the absence of this, local custom. Compliance with any applicable regulatory requirements will constitute proper performance on the part of TLW in the discharge of its duties and obligations under these terms and conditions.
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in your package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both.
TLW will not be liable where any failure to perform or improper performance of the travel services is due to:
a) you or another member of your party; or
b) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or
c) unavoidable and extraordinary circumstances (see definition above).
Our liability is, in all cases save for death or personal injury, limited to 3 times the price of the holiday booked. Our liability will also be limited in accordance with and/or in an identical manner to:
a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking. Please contact us for copies; and
b) Any relevant international convention, for example, the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any other applicable conventions. Any sum received by you from suppliers will be deducted from any sum paid to you as compensation by us.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances (see definition above), we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of 3 nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
TLW will not be liable for the compensation of any lost flights or reimbursement of flight costs.
Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier to which any international convention or regulation applies, the maximum amount of compensation TLW will have to pay you will be limited in accordance with any relevant international convention or regulations.
You are obliged to assist TLW in recovering from any third party any sum that may compensate us for any sums we pay to you. In particular, you are obliged to assign to us any rights that you may have against any other person whose acts or omissions have caused or contributed to our liability to you. You must also provide us with all the assistance we may reasonably require.
TLW and those associated with it are not responsible for organising activities, excursions etc. on-site. Such activities will not form part of your package arrangements. If you suffer illness or injury whilst overseas arising out of an activity that does not form part of the contractual package arrangements, we are not responsible for the provision of the excursion or activity or for anything that happens during the course of its provision by the operator.
Other than as is detailed in these Terms, we shall have no legal liability whatsoever to you for any loss or damage which you suffer arising directly or indirectly from any aspect of your package.
Where the holiday arrangements you have purchased from us do not constitute a package, our liability to you is limited to using reasonable care and skill in selecting the relevant service provider or supplier. We will not be responsible for improper performance of any obligation to be performed by them and your claim must be directed to them.
DEALING WITH PROBLEMS AND COMPLAINTS
TLW maintains the highest standards. If you are unhappy with any element of a booking or trip made through TLW, you must address your complaints to a member of TLW’s staff as well as the supplier at the earliest possible opportunity. We will then attempt to find an appropriate solution. Please allow us a reasonable opportunity to rectify the problems you are experiencing. Many complaints can be rectified on the spot or will be referred to a more senior member of staff. Failure to register any complaint at this time is likely to affect your right to compensation.
To register your complaint or if you are dissatisfied with how your complaint was addressed, please contact us via email firstname.lastname@example.org or via the other appropriate channels outlined on our website.
The risk of any trip activities being adversely affected by weather conditions has to be accepted. Where transport is arranged to other accommodations the costs will be paid locally by you. TLW will not be liable for any loss, delay or costs connected with or arising out of adverse weather conditions, including but not limited to blocked roads and airline delays. If, as a result of unavoidable and extraordinary circumstances (as defined above), you miss your return flight and further accommodation is required, TLW will not be responsible for this cost. We strongly recommend you take insurance which subject to the policy wording may cover these instances.
If due to unavoidable and extraordinary circumstances (as defined above), including adverse weather conditions or circumstances, pre-booked activities, facilities, excursions or tours are not available, we will have no liability in respect of this whatsoever. TLW will not issue refunds in respect of unused portions of the holiday, for example but not limited to, journeys, transfers, car hires, empty accommodation. TLW Representatives are not authorised to promise or make payments to or vary these Terms.
TLW maintains a strict COVID-19 Policy for the protection of our guests, our staff and the public. The following terms apply to your booking regarding COVID19.
Depending on the trip destination country, all guests will be required to demonstrate their vaccination or testing status on arrival at TLW check-in according to local laws. The requirements for attending TLW will be updated regularly on TLW website and communicated to guests in advance by email.
Guest(s) who are found to have fake COVID-19 documents at TLW check-in will not be permitted to join the event and will not be eligible for a refund.
Guest(s) may be required to undergo rapid lateral flow testing at TLW check-in as an extra precaution. This will be conducted at no additional cost to you.
Guest(s) who test positive at check-in or during the event with a rapid flow COVID test will be offered the opportunity to take a PCR test. This will be at your own expense, TLW will recommend a suitable testing centre. While awaiting results of the PCR test the guests will be expected to self-isolate and not attend any TLW events. If the PCR test is negative you will be able to re-join TLW events. ·
Guest(s) who chose not to take a PCR test after testing positive on a lateral flow test will not be permitted to re-join TLW events and will not be eligible for a refund.
If you test positive on a TLW event you will no longer be permitted to attend TLW events and will be required to self-isolate as per the rules of the destination country. This will be a minimum of 10 days and will be at the guest expense. You will no longer be able to stay within TLW accommodation and you will not be eligible for a refund of credit for lost days on the event.
TLW may collect still and video images of you during the course of your holiday for advertising and promotional purposes. By booking through TLW you agree that such images may be collected and used by TLW however TLW sees fit including commercial use and sale of the images. The images may be cropped, altered, combined or otherwise edited. You also agree that TLW will retain ownership of all rights in connection with such images.
TLW reserves the right to assign, grant, transfer or otherwise give to a third party the rights and ownership in such images collected. This shall extend but shall not be limited to employees, independent contractors and other entities or persons that are authorised by TLW to capture content for any authorised purpose, whether for commercial or personal use.
If you do not wish to be on camera or video this should be brought to the attention of TLW by sending an email to email@example.com no later than 5 days before the commencement of your trip. This should include the name and contact details of the person who does not wish to be photographed or videoed along with your booking number and contact details.
By booking through TLW, you agree that any still and video images you capture during the course of your holiday will be used for personal purposes only. Unless you obtain written permission by TLW, you agree and guarantee that you will not under any circumstance use any content captured under this clause for any commercial purposes whatsoever; this does not prevent you from using content captured under this clause for your own personal uses and across your personal social media channels. Where you breach this clause, TLW reserves the right to enforce removal of this content.
PROMOTIONS & GIVEAWAYS
TLW and any associated group company reserves the right to use the event for any promotional or marketing purposes.
When TLW uses the event for such promotional or marketing purposes TLW will be the sole owner in the content and all associated rights to it. As such, the Booker will have no claim to any such proceeds nor to any moral rights that may be associated with the production or distribution of the content.
All promotions, incentives and giveaways are non-transferable and have no monetary value. It is at the discretion of TLW to award these as part of its marketing campaigns and they are subject to specific terms and conditions.