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BOOKING TERMS & CONDITIONS

These Booking Conditions, together with any other written information we brought to your attention before we confirmed your booking, apply to your booking with Serenity Miles Ltd, a company registered in England and Wales under company number 14091510, whose registered office address is at Registered address: 7 Bell Yard, London, , United Kingdom, WC2A 2JR trading as “Serenity Miles” (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking who is the legal entity and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. 

By making a booking, the first named person on the booking (the lead name) agrees on behalf of all persons detailed on the booking that:

  1. He/she has read these Booking Conditions and has the authority to and does agree to be bound by them;

  2. He/she agrees to provide accurate and full information to the remainder of the travelling party in relation to the booking, including any changes thereto;

  3. He/she consents to our use of information in accordance with our Privacy Policy;

  4. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;

  5. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

 

Our obligations to you will vary depending upon whether we act as a re-seller of a Package Holiday or as a Principal in the sale of single-element bookings (such as accommodation-only bookings or other travel services-only bookings); our differing obligations are set out below, in three separate sections:

 

Section A contains the conditions which will apply to all bookings.

Section B contains the conditions which will apply for package bookings, where we are acting as Intermediary.

Section C contains the conditions which will apply where you make a single-element booking with us, where we are acting as Principal.

Unless these Booking Conditions state otherwise, any reference to European Union law and/or International Conventions in these Booking Conditions, that is directly applicable or directly effective in the United Kingdom is a reference to how it applies in England and Wales.


SECTION A - APPLICABLE TO ALL BOOKINGS

 

1. Booking and Paying for Your Arrangements

Before you book please discuss your choice of destination, accommodation and transport with our specialists, to make sure that it will be suitable for you and the people you will be travelling with. Some travel and accommodation arrangements are only available on a request basis - where this is the case you will be advised at the time you make your enquiry and details of the arrangements on request will be shown on any documentation we issue. Any arrangements that we advise you are on request, are not confirmed or guaranteed and are subject to change until we receive confirmation from our supplier.

A booking is made with us when:

  1. You tell us that you would like to accept our written or verbal quotation;

  2. You pay us either a deposit or the full amount of your chosen arrangements, we will advise you at the time of booking as to whether full payment or a deposit is required (if you pay a deposit at the time of booking, we will inform you about deadlines for full payment), and

  3. We issue you with a booking confirmation.


We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion.

A binding contract will come into existence between you and us as soon as we have received your deposit and issued you with a booking confirmation.

Please Note: We accept payment via Visa, MasterCard and American Express. All credit and debit card payments are processed by Stripe. Additional fees apply.

Terms&conditions of Stripe: https://stripe.com/en-gb/ssa


2. Accuracy

We endeavour to ensure that all the information and prices both on our website and in any advertising material that we issue are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.

3. Insurance

We strongly recommend you to purchase a travel insurance. Please make sure that your insurance fully covers all your personal requirements including cancellation charges (including for reasons related to Covid-19), medical expenses and comprehensive medical cover, and repatriation in the event of accident or illness (you will need to be satisfied that your insurance policy specifically covers losses occurring, and expenses you may incur, as a result of Covid-19). If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

4. Special Requests

If you have a special request for anything that is not automatically part of the travel arrangements you book through us, please advise us when you book and we will pass this information on to the suppliers we work with. Our note of your request on your invoice/receipt confirms we have received it however, it does not guarantee that we, or the relevant supplier, can meet your request. We must emphasise that verbal confirmations of special requests cannot be taken as a guarantee that they will be met.

5. Cutting Your Holiday Short

If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

6. Fitness to Travel and Medical Conditions

We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor's certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

7. Behaviour

All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

8. Excursions

Excursions or other tours that you may choose to book or pay for prior to travel or whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

9. Passport, Visa and Immigration Requirements and Health Formalities

Please be aware, although we can provide general information, you will need to personally check and fulfil the passport and visa requirements applicable to your itinerary. You must check requirements for your specific circumstances with the relevant Embassies and/or Consulates at the earliest point possible, as visas can take a considerable amount of time to process. Requirements do change and you must check the up-to-date position in good time before departure.

It is important that you ensure your passport has a minimum of 6 months validity after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. Please note most countries now require 2-3 facing blank pages at the end of your passport. For travel within the EU our advice remains the same. For further information contact the Passport Office on 0300 222 0000 or visit www.gov.uk/browse/abroad/passports

Special conditions apply for travel to the USA, and all passengers must have the appropriate visa and individual machine-readable passports. Please check uk.usembassy.gov/visas. Up to date travel advice can be obtained from the Foreign Commonwealth Development office, visit www.gov.uk/foreign-travel-advice

Non-British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities. Health facilities, hygiene and disease risks vary worldwide.

You should take health advice about your specific needs as early as possible. Sources of information include; www.gov.uk/government/organisations/foreign-commonwealth-development-officehttps://travelaware.campaign.gov.uk/ww.hpa.org.ukwww.nathnac.org your General Practitioner or a specialist clinic. Please note you are strongly advised against scuba diving for 24-hours before travelling by air. Whilst many Western European and North American destinations currently have no compulsory inoculation requirements, advice about destinations can change. Clients travelling to worldwide destinations are recommended to seek advice from the sources mentioned above and, where recommended, obtain vaccinations or tablets for protection against, for example: Malaria, Hepatitis A, Polio and Typhoid. Biting insects (including mosquitoes) are common in many countries, and they can spread disease (e.g., dengue fever, malaria). Insect repellents, especially those containing DEET, can be useful in helping to prevent bites. You can also reduce the risk of bites by wearing clothes that cover your skin, including your arms and legs, especially during the evening and at night. In some cases, treatments for malaria should begin well in advance of travel. Please note that any passenger travelling between South Africa and either Zambia, Tanzania or Kenya (in either direction) will be required to have a yellow fever vaccination certificate with them. Please be aware that this also applies to transit passengers between these destinations, irrespective of the time period in transit. A yellow fever vaccination needs to be done no less than 10 days prior to travelling. We would also like to draw your attention to DVT (deep vein thrombosis) and ask that for further details you consult with your doctor before travelling.  

10. Complaints

We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g., your hotelier) immediately who will endeavour to put things right. If this does not solve the problem, please telephone us on +44 746 786 2353 reversing the costs of the call, or call our 24-hour helpline as detailed in your itinerary. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office within 28 days of the end of your stay, giving your booking reference and all other relevant information. The address to send correspondence to is: Serenity Miles Ltd, 7 Bell Yard, London, United Kingdom, WC2A 2JR. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier's ability to investigate your complaint, and will affect your rights under this contract.

11. Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “unavoidable and extraordinary circumstances”, meaning any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, epidemics and pandemics (including the ongoing effects of Covid-19) or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our or the supplier(s) concerned’s control.

 

12. Data Protection


By making a booking with us, you agree we may use and disclose the information you provide for the following purposes: to enable us to process your booking (which will include passing your information to third party suppliers, such as hoteliers and transportation providers, and may involve sending your information to countries that do not have an equal level of privacy legislation to that in the UK); for improving customer service; for the detection and prevention of fraud or other crime (which may include providing your information to organisations such as banks and credit card companies); for compliance with legal requirements (which will include passing your information to public authorities such as customs and immigration) and for marketing contact by means of post or telephone to provide you with offers, products and services. Telephone calls to/from ourselves may be recorded for training and quality purposes and for preventing/detecting crime. If you have specified that we contact you via e-mail, we will communicate with you using the e-mail address you have provided to supply you with your travel documentation. We are entitled to assume that the e-mail address you have provided is correct and that you understand and accept the risks associated with using this form of communication. Please note that you may still need to contact us by post or via one of our specialists as required by our booking conditions. If you wish to access a copy of any personal data, we hold on you, please write to: Director, Serenity Miles Ltd, 7 Bell Yard, London, WC2A 2JR. If you wish to opt out of receiving marketing communications from us, please advise one of our specialists or make the appropriate opt out choices on our website.

13. Conditions of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

14. Law and Jurisdiction

These Booking conditions are governed by English law and any dispute arising between the parties is subject to the exclusive jurisdiction of the courts of England and Wales (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).


SECTION B – PACKAGE BOOKINGS, WHERE WE ARE ACTING AS INTERMEDIARY

 

15. Package bookings, where we are acting as Intermediary.

 

For package bookings in which Serenity Miles Ltd acts as an agent, the terms and conditions of those third parties shall also apply to your booking and you should read these carefully as they may limit or exclude their liability to you. Please ask us for copies of these terms and conditions if you do not have them.


SECTION C - SINGLE ELEMENT BOOKINGS

This section applies to all single element bookings (i.e., accommodation-only bookings) where your contract is with us. Please read this section in conjunction with Section A of these Booking Conditions.

16. Pricing

Price increases may occur any time prior to departure you will be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you have paid, we will endeavour to provide details to you.

17. Changes Made by You

If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable (see below).

Please note: Certain arrangements may not be amended, even to change a name, after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

18. If You Cancel Your Booking

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received by us by email reservations@serenitymiles.com and will be effective from the date on which we receive it. We recommend that you save our confirmation of receiving of your email. Cancellation charges for the arrangements will be according to the Terms & Conditions by the supplier.

Please note: Certain arrangements, once confirmed, may incur a cancellation charge of up to 100% of that part of the arrangements, when cancelled.

19. If We Change or Cancel Your Booking

We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
Very rarely, we may be forced by "force majeure" to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to pay you compensation or meet any costs or expenses you incur as a result.

20. Our Responsibilities

Subject to the remainder of this clause, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

(1) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  1. the act(s) and/or omission(s) of the person(s) affected; or

  2. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or

  3. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or

  4. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

(2) We limit the amount of compensation we may have to pay you if we are found liable under this clause:

  1. loss of and/or damage to any luggage or personal possessions and money
    The maximum amount we will have to pay you in respect of these claims is £25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

  2. Claims not falling under (a) above and which don't involve injury, illness or death
    The maximum amount we will have to pay you in respect of these claims is the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.

(3) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(4) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(5) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.

(6) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure or web page. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

Let's Work Together

We are proud to be a partner with main hotel chains, like Marriott International, IHG, Relais&Chateaux, Design Hotels, Iberostar, RIU, Melia International, Four Seasons, Mandarin Oriental etc. 

If you have any questions or requests, please don't hesitate to ask: reservations@serenitymiles.com

+44 746 786 23 53

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