Terms and conditions of business

These Terms and Conditions (“Terms”) set out the basis upon which Rhythm & Routes (“we”, “us”, “our”), a company registered in England, acts as an agent or sub-agent in the sale of travel arrangements. By instructing us to make a booking, you (“you”, “your”, “the client”) agree to be bound by these Terms.

Except where otherwise stated, we act solely as an agent in relation to all bookings we accept and/or make on your behalf. We arrange for you to enter into a contract with the principal supplier(s) of the travel services named on your confirmation documents, such as airlines, accommodation providers, tour operators, cruise companies, transfer providers and other travel service suppliers.

The supplier’s own Terms and Conditions will apply to your booking and form part of your contract with them. You must read these carefully. Copies are available upon request.

We may, from time to time, assemble combinations of travel services as an agent on behalf of multiple suppliers. In such cases, these Terms must be read alongside any applicable Package Holiday Booking Conditions and the Terms and Conditions of the relevant suppliers.

These Terms are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the English courts, unless you are resident in Scotland or Northern Ireland and choose the law and jurisdiction of those countries.

1. Making a Booking and Payment

By making a booking, you confirm that you have the legal authority to accept these Terms on behalf of all persons named on the booking.

To confirm your chosen arrangements, you must pay the required deposit (or full payment, where required by the supplier). You must also pay any applicable insurance premiums and service charges.

Your booking is confirmed when we issue a confirmation invoice on behalf of the supplier. You must check all details immediately and inform us of any inaccuracies. Names must match exactly as stated in each traveller’s passport.

We accept no responsibility for errors in documentation unless the error is made by us.

Any amendments requested after confirmation may incur charges imposed by the supplier.

The personal data you provide will be passed to suppliers and relevant authorities, including customs, immigration, security and credit-checking bodies, where required. Sensitive data (including medical information) will be transmitted only where necessary. If we cannot transmit your data to suppliers, your booking cannot be fulfilled.

Payment of the balance must be received by the date shown on your confirmation. If payment is not received within seven days of the due date, a Late Payment Fee of £30 will be added. If full payment is not received, the supplier may cancel your arrangements and apply their cancellation charges.

All funds paid to us are held on behalf of suppliers in accordance with our obligations as agent.

2. Accuracy of Prices

We reserve the right to amend advertised prices at any time and correct errors in both advertised and confirmed prices. You must check the price of your arrangements at the time of booking. Suppliers may impose surcharges in accordance with their own terms.

3. Travel Insurance

Most suppliers require adequate travel insurance as a condition of booking. We strongly recommend that all clients obtain comprehensive travel insurance covering cancellation, medical expenses, repatriation, personal liability and loss of belongings.

If we issue your insurance policy, you must check it immediately for accuracy. Failure to disclose relevant information may invalidate your cover.

4. Special Requests

Special requests (such as dietary needs, room location or cots) must be made at the time of booking. We will pass these requests to suppliers but cannot guarantee fulfilment. Failure of a supplier to meet a request does not constitute a breach of contract.

5. Changes and Cancellations by You

All amendment or cancellation requests must be made by the lead passenger in writing and take effect from the date received by us.

We will assist where possible, but all changes and cancellations are governed by the supplier’s Terms and Conditions. Suppliers may impose amendment fees or cancellation charges up to 100% of the booking value.

Scheduled airlines often prohibit changes once tickets are issued. Low-cost airlines generally impose 100% cancellation charges immediately.

6. Changes and Cancellations by Suppliers

If a supplier needs to make a significant change or cancel your booking, we will inform you as soon as reasonably possible. We will act as intermediary between you and the supplier but accept no further liability.

7. Our Responsibility

As agent, our responsibility is limited to making the booking in accordance with your instructions. We are not responsible for the actual provision of travel services.

We accept no liability for information provided to you in good faith based on supplier materials.

If we are found liable for any reason, our maximum liability shall not exceed twice the value of our service fees, except in cases of death or personal injury arising from our negligence.

8. Financial Protection

Package holidays sold by us and organised by third-party tour operators are protected by the operator’s financial protection arrangements.

Where a booking includes flights, you will receive an ATOL Certificate identifying the protected elements.

A booking of a single travel service does not constitute a package.

Linked Travel Arrangements:
If you book an additional travel service within 24 hours of receiving confirmation of your first booking, a Linked Travel Arrangement may arise. In such cases, we have insolvency protection in place, but this covers only payments made directly to us and does not protect you if the supplier becomes insolvent.

9. Passport, Visa and Health Requirements

You are responsible for ensuring that you hold valid passports, visas, entry permits and comply with all health requirements for your destination. Requirements may change after booking, and you must check the latest guidance before travel.

We accept no liability if you cannot travel due to non-compliance with entry or health rules.

10. Accommodation Ratings and Descriptions

Accommodation ratings are provided by suppliers and may vary between countries and suppliers. All descriptions and information are intended as a general guide. All facilities and services are subject to availability.

11. Complaints

As your contract is with the supplier, any issues must be reported to the supplier or their local representative immediately so they have an opportunity to remedy the problem.

Failure to follow this procedure may reduce or extinguish your right to compensation.

If you remain dissatisfied, you must submit a written complaint to us after your return.

12. Final Travel Arrangements

You must check all travel documents immediately. You must arrive at the airport or port in good time. Some airlines require reconfirmation of flights; failure to do so may result in denied boarding.

13. Delivery of Documents

Documents such as tickets and insurance policies are posted using Royal Mail unless otherwise specified. We are not responsible for loss once items have left our office, unless such loss arises due to our negligence. Costs of reissue lie with you.

14. Protected Trust Services

We are members of Protected Trust Services (membership number: 6416).
Client funds are held in a secure, ring-fenced HSBC trust account managed by independent trustees. You may verify our membership directly with PTS.