Please read these terms and conditions carefully. these conditions set out the terms and conditions of the contract between you and Thomas Cook (Mauritius) Holidays Limited, referred as TCMHL hereafter and show your and our contractual commitments to each other. These conditions apply when you book either a Package Holiday, a Flight + Hotel, a Flight only with TCMHL.
However, kindly note that we act as booking agents for the suppliers of the component parts of the holiday we organise, and as such, bookings for their services will form a direct contract between you and the relevant supplier and will be subject to that supplier’s standard terms and conditions.
Please take the time to read them carefully to ensure you fully understand them prior to booking a trip with us.
ACCURACY OF INFORMATION & ADVERTISED PRICES
Holiday Descriptions: The information on our website regarding any holiday packages can sometimes have changed by the time the you make your booking; for example, hotels might withdraw facilities due to maintenance or bad weather, building work might start, or some services/activities might not be available at the start or end of the holiday season. If we’re made aware of any significant changes, we include updates on our website and booking system so you’ll receive the latest information when you book. If, after you’ve booked, we’re told about significant building work or other noise likely to affect your enjoyment, or the withdrawal of any significant facility at your accommodation, we’ll tell you as soon as possible before you travel. Transfer times we give for travel between the airport and resort are approximate; the journey time to your chosen property may be longer than estimated.
Advertised Prices: All prices can change (up or down) at any time before a booking is made. Prices on our website are updated periodically. Mistakes or computer errors occasionally occur, so if any price on our website or booking system is obviously wrong, then any booking made based on that price won’t be valid, and we’ll be entitled to cancel it and give you a full refund, unless you want to pay the correct price.
Local Charges: Charges may be made in resort for certain facilities/activities such as watersports, sun loungers, sun umbrellas, safety deposit boxes, laundry services, mini bars, air conditioning, resort fees, city taxes, etc.
MAKING A BOOKING AND PAYING
Our website provide all the information you should need to choose the holiday that’s right for you. However, if you need any extra help or information, you should speak to your travel agent or contact our online customer via our website.
On Request Bookings: A Holiday or Single Component(flight only) booking isn’t confirmed until we issue a confirmation invoice. Some travel and accommodation arrangements are only available on an ‘on request’ basis and we can’t confirm these until we receive confirmation from our supplier. Any arrangements that are provisionally booked ‘on request’ are not confirmed or guaranteed and are subject to change (including price) until we receive confirmation from our supplier. This particularly applies when booking Holidays with flights on a scheduled airline a long time before departure, when seats haven’t yet been loaded onto reservations systems by the airline. It also applies to bookings attempted online which are not immediately confirmed by us by email confirmation.
The Lead Name & Their Responsibilities: Lead Name is referred as the person who instructs us to make the booking, who signs the booking form or who completes the booking online. He or she must be 18 years of age or over at the time of booking. The Lead Name is the person who is entering into the contract with us. By making a booking, the Lead Name is agreeing to these booking conditions. The Lead Name is the person responsible for paying the total booking price, including any subsequent cancellation or amendment charges that may be payable – even if any of the other people travelling on the booking fail to pay their share of the price. The Lead Name agrees to provide all those who are named as passengers on the booking with accurate and full information regarding the travel arrangements booked, including any changes made to those arrangements by us or the Lead Name, and confirms that all those named passengers, including any that may be added at a later date, agree to be named on the booking and agree to be bound by these booking conditions. When a booking has been confirmed by us, only the Lead Name can cancel or amend the booking. However, in the case of the death or serious illness of the Lead Name we’ll accept a written instruction to cancel or amend signed by another person named on the booking.
Paying For Your Booking:
At the time of booking your Holiday or Single Component you agree to pay us either: (i) a non-refundable deposit for Holiday bookings of 20 % per person or; (ii) a non-refundable deposit amount advised to you at the time of booking that is specific to the travel services that form part of your Holiday or Single Component. This might apply, for example, where your booking includes a flight or a hotel that requires full payment at the time the booking is confirmed, or; (iii) the full cost if it is required by the supplier of the travel arrangements Those options apply together with these booking conditions, and your payment obligations to us under these booking conditions apply whether or not you agree to different payment options at the time of booking.
PLEASE NOTE: IF YOU DO NOT PAY ON TIME, WE HAVE THE RIGHT TO CANCEL YOUR BOOKING AND TO RETAIN OR MAKE A CANCELLATION CHARGE IN ACCORDANCE WITH THESE BOOKING CONDITIONS.
Special Requests: If you have a special request for something that is not automatically part of your booking (e.g. quiet room, low floor room, vegan meal on the flight, etc), please make the request at the time of booking. We will pass your request on to the relevant supplier to ask if they can provide what you want. Special requests are not guaranteed to be met – even if we’ve made a note of your request on your invoice. That just means we’ve received the request and have passed it on to the supplier. We will not pay compensation for failing to meet a special request unless we’ve confirmed separately in writing to you that the request will be met. When you make a special request, you agree that any personal data you provide including sensitive personal data, has to be passed to the relevant supplier to fulfill that request, and you consent to this happening. Please see Data Protection Clause below for more information.
TCMHL is under no obligation to furnish a breakdown of the costs involved in a holiday.
TCMHL reserves the right to notify you of any increase in price before accepting your booking.
After a Confirmation Invoice has been issued, unless you choose to pay for your holiday in full at the time of booking, the price of your holiday is subject to the possibilities of surcharges in certain limited circumstances. However, a surcharge will only be levied to allow for variations in transportation cost, including cost of fuel, increase in normal published airfares, taxes or fees chargeable for services such as landing taxes at airports, the exchange rate applied to the particular package or if the government or regulatory body introduce an increase of taxes. Surcharges will be notified by a revised Confirmation Invoice sent to you.
Optionally, you may choose to pay for your holiday in full at the time of booking, in which case your holiday price will be fixed at the cost quoted by TCMHL at the time. To qualify for this benefit you should return the Confirmation Invoice to TCMHL with full payment to reach TCMHL within 7 days of the date printed on the Confirmation Invoice.
In the event that you need to cancel your tour, you must submit your cancellation request in writing. Charges will be calculated from the date we receive your written cancellation.
All payments for travel services that have not been provided to you will be refunded in accordance with following policy:
The cancellation fee will be imposed as shown below:
1. More than 45 days prior to departure: 10% of the full payment p.p* will be charged;
2. Between 45 and 15 days prior to departure: 20% of the full payment p.p* will be charged;
3. Between 14 and 7 days prior to departure: 50% of the full payment p.p* will be charged;
4. Between 6 and 0 days prior to departure: 100% of the full payment p.p* will be charged;
5. Additional cancellation fees, if applicable, imposed by the service providers (which may include but not be limited to banks or other payment platforms, airlines, cruises, hotels, railway companies, etc.) will be deducted from the money to be refunded.
*p.p: per person
Traveler substitutions are considered reservation cancellations and are subject to the above cancellation fees.
After the tour has commenced, we cannot refund any amount for unused services (including, without limitation, hotel accommodations, air or train tickets, meals, admission fees) due to your early departure, late arrival, or missed days on tours.
Please note: Some promotions have their own specific cancellation policy. Please refer to the specific cancellation rules attached to the promotions.
Airline Refund Procedures
a. Refund policies of the various airlines vary greatly. Tickets returned to TCMHL, will be presented to the relevant airline for assessment. Should a refund be authorised, such refund will be made to you, less any cancellation or administration charges.
b. Refunds may take up to 12 weeks to process although this time frame cannot be guaranteed by TCMHL.
a) A significant change to your travel arrangements would include a change in the departure date from Mauritius; where the flight times are changed by more than 12 hours or a change to a lower standard of accommodation to that which is booked. In these instances of significant changes to your travel arrangements TCMHL undertakes to advise you thereof as soon as reasonably possible before your departure date to obtain your further instructions in this regard.
b) All other changes are minor changes. A minor change can be made at any time and, if practicable, we will advise you of any such change prior to departure but we are not obliged to do so. Such minor changes may be made by TCMHL, in its discretion, who will not be responsible or liable for the payment of compensation to you as a result of such minor changes.
c) Every effort is made by TCMHL to adhere to confirmed itineraries; however, we reserve the right to make changes to your travel arrangements when it becomes necessary to do so.
d) Should any travel component be confirmed by TCMHL and this component is cancelled by the supplier for whatsoever reason, then in such instances TCMHL will accept no liability for the cancellation thereof.
e) Our partners reserve the right to cancel a tour prior to departure due to insufficient numbers or other unforeseen circumstances.
a) TCMHL does not own or manage the aircraft, accommodation, restaurants and other facilities used in conjunction with the tours arranged. While TCMHL has exercised care in selecting providers of travel, accommodation, restaurants and other facilities, TCMHL have not had the opportunity to inspect and do not represent that such aircraft, accommodation, restaurants, and other facilities and services have been inspected.
b) TCMHL is not responsible if you or any member of your party suffer death, illness or injury as a result of any failure to perform or improper performance of any part of our contract with you where such failure is attributable to (i) the acts and/or omissions of any member of the party, or (ii) those of a third party not connected with the provision of your holiday, or (iii) an event which neither TCMHL or the service provider could have foreseen or prevented even with due care.
c) Should any member of your party suffer illness, injury or death through misadventure arising out of an activity, which does not form part of the holiday TCMHL has arranged for you TCMHL cannot accept liability. TCMHL will offer general assistance where appropriate.
d) TCMHL regret that no refund will be made on unused tickets where travel, sporting event or other types of ticket, unless a refund can be obtained from the carrier or provider.
a) It is strongly advised that all clients take out adequate insurance cover. TCMHL will not be responsible or liable if the client fails to take adequate insurance cover or at all. Should the insurers dispute their liability for any reason; the client will have recourse against the insurers only. Once the insurance has been confirmed and paid for, the client will be issued with a policy document of the insurer. It is a complex document, which must be READ BEFORE you initiate your travel so that you can address any queries you may have to the insurer PRIOR to your departure.
b) Each member of the party must have a valid passport, visas and all necessary documentation for the countries they are touring. TCMHL accept no responsibility for any delay or expense should your documents not be in order. Passports must be valid for 6 months after return to South Africa. Please check the requirements with your travel agent before travelling.
c) You are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your holiday. TCMHL cannot accept responsibility for clients missing flights as a result of late check-ins and no credit or refunds will be given if you fail to take up any component of your holiday. No credit of refunds will be given for lost, mislaid or destroyed travel documents.
d) By booking a holiday with TCMHL you undertake to behave in an orderly manner and not to disrupt the enjoyment of others on holiday with you nor to do anything to bring the reputation of TCMHL into disrepute. If you breach this clause your holiday will be terminated with immediate effect and TCMHL will have no further contractual obligation to you. TCMHL will be entitled to recover from the offending party and/or the person who signed the booking form compensation for any damage caused.
e) It is the responsibility of the person who signs the Booking Form to disclose any pre-existing medical conditions that members of their party may have.
f) All equipment and personal effects shall be all times and in all circumstances at the owner’s risk. TCMHL cannot accept responsibility for any loss or damage or delay to your luggage or effects.
In the event that you have any reason to complain, or experience any problems with your holiday whilst away, you must immediately inform the supplier of the services in question.
If you are still dissatisfied, you must notify TCMHL immediately to enable us to resolve the problem. Failure to give us the opportunity to resolve any problem at the time it occurs may result in either a reduction, or complete extinction, of any rights which you may have to claim compensation. Kindly refer to Complaint policy on our website.
If you remain dissatisfied, contact the Complaint Officer within 28 days of the unsatisfactory service, giving your booking reference and full details of your complaint on email: email@example.com
Whilst every effort will be made to resolve your complaint to your satisfaction, it is specifically recorded that TCMHL in no way accepts liability for any claim.
Unless you tell us not to do so, we will share your contact details with other Thomas Cook (Mauritius) Operations Co Ltd for marketing purposes. We may need to collect information from you (or the people travelling with you), that is sensitive personal data because it relates to a medical condition or dietary requirement. When you give us this information you agree to allow us to process this and pass this to our service providers where necessary to make the arrangements you require, such as airlines (to provide in-flight catering and any special requirements you have), a medical advisory service (to check fitness to fly) or our travel insurance provider if you purchase insurance from us.
If you’ve booked with us via our website, or if you’ve chosen for us to contact you by email, we’ll use the email address you’ve provided to send you your travel documentation. We’re entitled to assume that the email address you’ve 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 telephone as required by our booking conditions. If you wish to make a data subject access request for a copy of any personal data we hold on you, please write to:
Data Protection Officer
Ground Floor, Anglo-Mauritius Building
4, Intendance Street,
11328, Port Louis
Tel: 213 4141
Please head your letter/email with the words “Subject Access Request”.
TCMHL has made all reasonable efforts to check the accuracy of the information contained in our website. TCMHL cannot however accept any responsibility for any errors or omissions that may appear in this site.