General Terms and Conditions for Booking
The Services offered by Trovalia (as defined below) can only be used by Customers who have first read these General Terms and Conditions and accepted them unconditionally by clicking on the appropriate box provided for the purpose. It is not possible to proceed with the booking process without this acceptance. Customers undertake to fulfil the obligations contained within these terms and conditions. The agreement between Customers and Trovalia comes into force as soon as Trovalia provides written confirmation of a booking to Customers by email or is generated in the User's area of the client.
Customers should save and/or print a copy of these terms and conditions for future reference when making a booking.
Article 1. Definitions and scope
The following definitions have the same meaning whether they are singular or plural.
'Customer' means a customer who reserves and/or books one or more Services offered on the Website.
'Destination Service' means the offering of tickets to events or tourist attractions at travel destinations, such as concerts or guided tours.
'Trovalia' means Trovalia Group, S.L.
"Trovalia Group, S.L.", whose registered office is at Avenida Cortes Valencianas Nr 39 – 1º, postal code 46015 Valencia.Travel agency license number “CV-Mm1985-V granted by the Generalidad Valenciana. It is registered in the Mercantile Register of Valencia, Volume 10003, folio 49, page section 166702, with Tax identification code (CIF) B98759285.
'Flight-Plus' means a Service as defined in section 3.7 of these General Terms and Conditions.
'General Terms and Conditions' means these general terms and conditions for booking and use, as amended from time to time.
'Package Holiday' means a Service as defined in section 3.6 of these General Terms and Conditions.
'Rules and Restrictions' means the terms and conditions applicable to the Suppliers with whom the Customer has concluded a separate contract (such as airlines’ conditions of carriage, individual train operating companies’ terms and conditions plus the National Rail Conditions of Travel – any references to the National Rail Conditions of Carriage on the Website refers to the National Rail Conditions of Carriage).
'Service' means a service offered on the Website, such as the booking of transport services, accommodation services, car hire services, rail transport services, Destination Services, insurance and Flight-Plus bookings and package holidays.
'SilverRail' means SilverRail Technologies, Inc. whose registered office is at 300 Trade Center, Suite 5500, Woburn, MA 01801, trading as SilverRail whose registered address is C/O Clark Howes, 2 Minton Place, Victoria Road, Bicester OX26 6QB.
'Supplier' means a supplier of Services, such as an airline, hotel, tour operator (including Trovalia), car hire company, train operating company, insurance provider or Destination Service supplier.
'Website' means the www.trovalia.com website.
These General Terms and Conditions apply to offering and providing of the Services by Trovalia operates the Website which acts as an interface between the Customer and the various Suppliers offering the Services, including Trovalia.
These General Terms and Conditions are subject to the Suppliers' Rules and Restrictions which are made available to the Customer before any booking is completed and which the Customer also accepts at the moment that a booking is actually placed. It is the Customer's responsibility to familiarise himself/herself with the Suppliers' Rules and Restrictions and any third party booking service supplier’s terms and conditions. The Rules and Restrictions of Suppliers of air transport services are made available prior to making a booking and the specific terms of the relevant Supplier can be re-viewed here . The Rules and Restrictions of Suppliers of rail transport services are made available prior to making a booking, and the train operating companies’ terms and conditions can be found on their websites as listed here and the National Rail Conditions of Travel can be found here. In the case of the booking of rail tickets, these terms and conditions and the customer’s booking are also subject to the specific terms of Trovalia’s rail booking service supplier, SilverRail, which can be found here. Specific Accommodation Supplier Rules and Restrictions are provided prior to making a booking.
The General Terms and Conditions can be changed by Trovalia at any time without prior notice, although such changes will not apply to bookings that have already been accepted by Trovalia on behalf of the Supplier(s) concerned. It is therefore essential that the Customer reads, saves and/or prints a copy of the General Terms and Conditions at the time the booking is placed, in order to be aware of the provisions in force.
Article 2. Booking via the Website
2.1. The Customer's legal authority
The Customer is responsible for his / her activities on the Website (financially or otherwise), including the possible use of his / her user name and password. The Customer guarantees that the information entered by him / her on the Website in relation to him / her and, if applicable, his / her travelling companions is accurate.
Any use of the Website that is fraudulent or is in conflict with these General Terms and Conditions shall be reason for refusing the Customer access to the Services offered by Trovalia and the Suppliers or to the other functionalities of the Website.
2.2. Confirming and cancelling orders (Subject to Sections 3.4, 3.6 and 3.7 where applicable)
Confirmation of a booking, which includes the essential elements such as the description of the Service(s) booked and the price, will be sent to the Customer by e-mail. If the Customer does not receive a confirmation e-mail or is generated in the User's area of the client. within 24 hours of placing the booking, he / she should contact Customer Services at booking@ trovalia.com.
It is expressly agreed that the data stored in the information systems of Trovalia and / or its Suppliers shall constitute proof with respect to the bookings made by the Customer. Data stored in computers or electronic media are valid proof, and shall therefore be acceptable under the same conditions and with the same evidential value as a physical written document.
Cancellations can be made for flights by calling +44 (0)20 3608 7171.
For hotels, cancellations can be made online by clicking on the “manage my hotel” page or by calling +44 (0)20 3608 7171.
For rail, cancellations can be made online by clicking on “Manage Trips” and then “Itineraries” or by calling +44 (0)20 3608 7171.
All such requests will be dealt with on behalf of the Suppliers concerned. The Customer does not have an automatic right of cancellation unless such rights are provided by the individual Suppliers under their Rules and Restrictions (which are provided to the Customer prior to booking).
In the event of cancellation or partial cancellation of a booking by the Customer, charges may be imposed by the applicable Suppliers. Where a cancellation affects more than one person on the booking, any applicable cancellation charge will be applied in respect of each person on the booking.
A Fee may be imposed by the applicable Supplier in the event of a cancellation or change to a booking – please refer to the Rules and Restrictions notified in the booking process for more details.
If the Customer does not present himself / herself at the departure of the trip, refunds will only be due to the Customer in line with the Rules and Restrictions of the applicable Suppliers as notified in the booking process.
We reserve the right to cancel your booking if full payment is not received in a timely fashion.
2.2.3 Change of booking
If after making the booking the Customer wants to change the trip with respect to the date of travel, the destination, the place where the trip starts, the accommodation or the means of transport, the Customer should call +44 (0)20 3608 7171. A fee may be imposed by the applicable Supplier in the event of a change to a booking – please refer to the Rules and Restrictions notified in the booking process for more details. In the case of rail travel bookings, where a ticket is eligible for changes to be made, the Customer will be charged an administration fee of up to £10 per ticket per person for any changes made. Please note that a journey can be made up of more than one ticket.
In the event of a refund to the Customer after the above deductions, the relevant amounts will be transferred back by the party that took the original payment (such as Trovalia, a Supplier, or such other party as may appear on Customer's credit card or bank statement) to the payment card used to make the original booking. Any booking charges applied will not be eligible for reimbursement. Customers should note that refunds of (i) flight bookings may take up to 6 months; and (ii) rail bookings can take up to 9 weeks
2.2.5 Restricted Fares
Unless otherwise stated by the Customer, it is assumed that the Customer requires the least expensive Services. Such services (e.g. "economy class") may be provided without any possibility of modification or cancellation. In such cases, the Services cannot be provided in a different manner or at a different time or place to those contracted.
2.3. Travel documents
Except in relation to train tickets, the travel documents provided for a Service ordered through the Website will be sent to the e-mail address given by the Customer when making his / her reservation. For tickets for a rail booking the Customer can choose that these are (i) delivered to a Customer’s address in the UK (provided that there is sufficient time for delivery) or (ii) to be collected from a station (subject to the station’s opening hours).
In relation to ATOL Certificates, the Customer will receive an email including a secure click-though link to their ATOL Certificate shortly after booking payment has been completed. In the unlikely event that the Customer has not received the ATOL Certificate email within 48 hours of completing their booking payment the Customer should contact Trovalia on +44 (0)20 3608 7171 or email email@example.com.
Where a customer selected post as their delivery method for train tickets or for other services in the unlikely event that physical travel documents are required, these will be sent to the address given by the Customer when making his / her reservation. Travel documents can only be delivered to addresses in United Kingdom and will not be delivered to addresses in other countries. Trovalia reserves the right to charge a non-refundable fee which will be notified at the time of booking to post or courier travel documents to Customers.
Trovalia does not guarantee any delivery times, and will not be responsible for physical travel documents sent by post or courier not reaching the Customer before the departure date (whether due to failure by the delivery service chosen or otherwise). Customers should allow sufficient time for the chosen delivery method to ensure that they receive their physical travel documents in advance of their date of travel. Please bear this in mind when selecting a delivery method for train tickets. It is the Customer’s responsibility to ensure that the address they provide for postal or courier delivery of tickets is correct.
If the delivery of travel documents is impossible because of an error made by the Customer in providing his / her personal details, neither the Supplier nor Trovalia shall be liable.
Article 3. Specific Services
Trovalia operates the Website, which acts as an interface between the Customer and the Suppliers with respect to offering and supplying all Services.
The purpose of this Article is to provide details of the terms and conditions of use of the Services provided by the Suppliers for the Customer's information. These details are not exhaustive and do not replace the Suppliers' Rules and Restrictions. In the event of any conflict or inconsistency between the General Terms and Conditions and the Rules and Restrictions or any third party booking service supplier’s terms and conditions, the Rules and Restrictions or the third party booking service supplier’s terms and conditions will prevail. The Rules and Restrictions of Suppliers are made available prior to making a booking.
Except in the case of regulatory requirements to the contrary, these details do not give rise to any obligation or liability on the part of Trovalia
3.1. Air Transport Services
Air transport services may be offered separately or as part of a Flight-Plus (see Section 3.7) or package holiday and are subject to the Rules and Restrictions (including conditions of carriage, fare rules and restrictions) of the Supplier. The Rules and Restrictions may include restrictions on and/or charges for cancellation and changes. The Rules and Restrictions of Suppliers of air transport services are made available prior to making a booking and the specific terms of the relevant Supplier, can be requested from the customer directly to the supplier.
Any money paid to an authorised agent (for the purpose of the Air Travel Organisers Licensing Regulations 2012) of Trovalia in respect of a Flight-Plus or a Trovalia flight-inclusive Package Holiday is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent's obligation to pay it to Trovalia for so long as Trovalia do not fail financially. If Trovalia do fail financially, any money held at that time by the agent or subsequently accepted from the Customer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to Trovalia.
If Trovalia receives payment on behalf of the Supplier from the Customer for a booking of air transport services, Trovalia acts as agent of the Supplier of the relevant air transport services. This means the Customer's contract for the air transport services is between the customer and the Supplier of the relevant air transport services. The Rules and Restrictions of Suppliers of air transport services can be re-viewed here.
Prices and fees for some low-cost flights originating outside of the UK may be in another currency (e.g. EUR), which we will provide an estimate for in GBP. The actual amount charged by the low-cost carrier may slightly differ due to varying exchange rates applied by different card issuers. In addition, your statement may include a non-sterling transaction fee charged by your card issuer to process the transaction. Trovalia is not associated with these additional fees and will not be held liable for any fees relating to varying exchange rates and card issuer fees.
In accordance with EU regulations, details of air carriers that are subject to an operating ban within the European Community, can be consulted and requested by the customer directly from the supplier.
3.1.1. Air transport terms and conditions
The Customer is responsible for complying with the instructions of the airline and/or tour operator, in particular with respect to flight check-in times. In particular, the Customer acknowledges and agrees that:
Trovalia, has no control over the allocation of seats on any air transport, even if pre-booked with the airline, and does not guarantee that specific seats will be available on departure.
Trovalia, has no control over any indications of the hours spent flying which are provided by the Supplier of the relevant air transport and are given for guidance only and are subject to alteration and confirmation.
It is the Customer's responsibility to confirm his / her return flight in accordance with the requirements of the Supplier of the relevant air transport.
If Customer books a return journey and does not use the outward flight, the airline may cancel the return flight without refund. This also applies if the return flight is not taken and insofar as the travel is not taken at all. The Customer must use flight coupons in sequence.
In the case of special or charter flights, the name of the airline, the flight schedule, the aircraft type, the itinerary and possible intermediate stops are only given as an indication of the outward and return flights in the trip. In accordance with a Supplier's Rules and Restrictions, these flights, aircraft types and flight numbers can be subject to change, and can be moved by up to 24 hours, even after confirmation.
Additional charges may be imposed by some airlines for meals, luggage, preferred seat selection, etc. Trovalia is not responsible for such charges and information on charges shown on the Website are for information only and may be amended by airlines at any time.
The Customer must comply with all air transport Supplier's Rules and Restrictions on the carriage of pregnant women.
The Customer must comply with the air transport Supplier's Rules and Restrictions on the carriage of children and in particular that children older than 2 years on the return date must have a return ticket at a child fare for both the outbound and inbound flights. Customers who do not comply with this will not be eligible for a refund of any seat charges incurred during travel. Children under 2 years will not be allocated their own seat in the aircraft, unless a child fare has been booked for them. Unaccompanied children under 14 will only be carried in accordance with the air transport Supplier's Rules and Restrictions.
The Rules and Restrictions of Suppliers of air transport services are made available prior to making a booking and can be re-viewed here
For further guidance on preparing for a flight please refer to Trovalia's online Customer Support resources.
3.1.2 Combined one-way tickets
Trovalia may offer Customers the opportunity to book a combination of two one-way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines.
Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.
3.1.3. Administrative and / or health regulations
International Travel: you are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Trovalia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Health: Recommended inoculations for travel may change and you should consult your doctor for current recommendations before you depart. It is your responsibility to ensure that you meet all health entry requirements, obtain the recommended inoculations, take all recommended medication, and follow all medical advice in relation to your trip. Online medical advice for travellers can be found at the Department of Health's website currently located at http://www.doh.gov.uk. Otherwise, for medical advice regarding your journey, please contact your doctor.
Disinsection: Although not common, most countries reserve the right to disinsect aircraft if there is a perceived threat to public health, agriculture or environment. The World Health Organization and the International Civil Aviation Organization have approved the following disinsection procedures: (1) spray the aircraft cabin with an aerosolized insecticide while passengers are on board or (2) treat the aircraft's interior surfaces with a residual insecticide while passengers are not on board. For more information, see the UK Civil Aviation Authority website:
For UK citizens a valid 10-year passport is necessary for all holidays offered on the Website. Some overseas countries have an immigration requirement that a Customer's passport is valid for a minimum period after the Customer enters that country, typically 6 months. If a Customer's passport is in its final year of validity, the Customer is advised to confirm the requirements of the destination before making final travel plans. The name on the passport must match the name on the ticket, otherwise the Customer may not be able to travel and insurance may be invalid. If, after booking a holiday but before travelling, any member of the Customer's party changes their name, e.g. as a result of getting married, Customer must notify Customer Services by calling +34 960 452 089
British citizens are advised to consult the Identity and Passport Service for additional information on passport requirements. For information on visa requirements, Customers are advised to contact the embassy of the country they propose to visit. Non-British citizens are advised to consult their embassy or passport office for information and advice on visa and passport requirements required for the countries they propose to visit (and for return to United Kingdom).
Please note: It can often take some time to obtain a visa, so Customers are advised to apply in plenty of time. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Trovalia urges passengers to review any travel prohibitions, warnings, announcements and advisories issued by The Foreign and Commonwealth Office Travel Advice Unit prior to booking travel to international destinations. Information on conditions in various countries and the level of risk associated with travel to particular international destinations can be found from the following sources:
Foreign and Commonwealth Office Travel Advice Service on 0845 850 2829 (24hrs, 7 days a week) (BT - 4p per min. Other networks vary)
BY OFFERING TRAVEL PRODUCTS IN PARTICULAR INTERNATIONAL DESTINATIONS, TROVALIA DOES NOT REPRESENT OR WARRANT THAT TRAVEL TO SUCH AREAS IS ADVISABLE OR WITHOUT RISK.
All travellers wishing to enter or transit through the USA under the Visa Waiver Program (VWP) must apply for authorisation to travel using the Electronic System for Travel Authorisation (ESTA). Please allow sufficient time when making an ESTA application. It is recommended that such an application is made at least 72 hours before departure. For further information please visit the US Department of Homeland Security's website at https://esta.cbp.dhs.gov
A number of governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft. The data will be collected either at the airport when a Customer checks in or in some circumstances when the Customer makes his/her booking. Accordingly, the Customer is advised to allow extra time to check in for his/her flight.
3.1.4. Special fares
The flight routes offered may include special fares which offer the best price, but do not necessarily take the most direct route. Some itineraries require a change of aircraft en-route. A flight that is described as direct is one where there is no need to change aircraft during the journey, however, stops may be made en-route for re-fuelling or to let passengers on and/or off. Details of any stops will be given during the booking process and are clearly identified both on the Website and on a Customer's email confirmation.
Many, but not all, airlines provide special fares for children under 2 years and for pensioners. These discounts depend on the airline, the flight concerned, the availability of seats and the passenger's age.
Airmiles and vouchers from loyalty Programs may not be used when booking flights through the Website.
If the Customer has benefited from a discount, the associated special fares will be shown during the booking process before he / she confirms the reservation.
The Customer is reminded that an airlines' liability for death, personal injury and other damages is normally limited by national law, by an international air transport treaty, or by the airline's own Rules and Restrictions including their conditions of carriage.
3.1.6. Electronic ticket
An electronic ticket is a ticket with no physical form. When using this type of ticket, the Customer must go to the check-in desk of the airline concerned and show a valid travel document (passport, visa, identity card, etc.) in order to obtain his / her boarding card. The Customer must strictly observe the times for checking in.
3.1.7. No replacement passengers
Replacement passengers for flights may not be put forward.
3.1.8. Operating airlines
Customers are advised that in some cases flights booked with one airline may be operated by another airline – details of the operating airline, where different, are indicated on the Website. The operating airline will charge the Customer for the flight and will appear as the merchant on the Customer's credit card or bank statement. Payment may also be charged by other Suppliers for the Services booked however the total amount charged will not exceed the total price of the Services.
3.1.9. Denied Boarding Compensation
If an airline cancels or delays a flight, is unable to provide previously confirmed space, fails to stop at a Customer's stop-over or destination point, or causes a Customer to miss a connecting flight on which a Customer holds a reservation, the Customer may be entitled to certain remedies from the airline.
3.2. Accommodation Services
Accommodation may be offered separately or as part of a package holiday or Flight-Plus. The Services are subject to the Rules and Restrictions of the Suppliers offering the accommodation which will be made available before booking. The Rules and Restrictions may include restrictions on and/or charges for cancellation and/or changes imposed by the Suppliers.
Subject to section 3.2.6 and 3.2.7., any pre-paid "pay online now" hotel bookings and Trovalia Unpublished Rate hotel bookings will require that a Customer's credit card is charged for the full payment upon reservation. Other hotel bookings will require bank card or credit card details to secure the reservation and final payment will be settled directly with the hotel during the stay. Please refer to the details shown during the reservation process to confirm how and when payment will be made. Prices shown on the Website do not include any fees or charges for optional supplements, including minibar snacks or telephone calls.
If a Customer does not show for the first night of the reservation and plans to check-in for subsequent nights in the reservation, the Customer must confirm the reservation changes with Trovalia no later than the original date of check-in to prevent cancellation of the whole reservation. If the Customer does not confirm the reservation changes with Trovalia the whole reservation may be cancelled and refunds will only be due to the Customer in line with the Rules and Restrictions of the applicable Supplier as notified in the booking process.
Any Customer who does not cancel or change their reservation before the cancellation policy period applicable to the hotel which varies by hotel (usually 24 to 72 hours) prior to the date of arrival will be subject to the charges shown in the Rules and Restrictions for the hotel reservation; in case of not specifying it will be 100% of the total amount reserved. Customers should note that some hotels do not permit changes to or cancellations of reservations after they are made and these restrictions are shown in the Rules and Restrictions for the hotel reservation.
You may not book more than 8 rooms online for the same hotel/stay dates. If we determine that you have booked more than 8 rooms in total in separate reservations, we may cancel your reservations, and charge you a cancellation fee, if applicable. If you paid a non-refundable deposit, your deposit will be forfeited. If you wish to book 9 or more rooms, you must complete the group travel form online. One of our group travel specialists will research your request and contact you to complete your reservation. You may be asked to sign a written contract and/or pay a non-refundable deposit if required by the hotel.
3.2.1. Use of rooms
The Customer is reminded that, in general, rooms are only available from 14:00 and have to be vacated by 12:00; unless otherwise specified in the special conditions of the supplier, irrespective of the time of arrival or departure or the means of transport used.
Single rooms generally have one bed and a supplement is often payable for these rooms. Double rooms usually have either two single beds or one double bed.
The indication of the comfort level given to hotels in the descriptions on the Website corresponds to a classification based on local standards in that country, which can differ from standards in United Kingdom. This classification is provided only as an indication. Customers should be aware that standards can vary between hotels of the same class in different countries, and even in the same country. It is important to read carefully the individual hotel descriptions. Accommodation in all hotels, whatever the rating, is in standard rooms unless otherwise stated.
1 star: These have the lowest prices. The accommodation meets the minimum requirements for facilities and is in general clean and simple. Bathroom facilities are typically shared.
2 stars: Simple accommodation with a little more attention to style and ambiance, yet still for a low price. The facilities and the service are limited. A certain number of public rooms, a shop or, for example, a café could be included.
3 stars: For the traveller who wants a little more and appreciates service, quality, style and comfort. Also recommended for families. There typically is a restaurant serving breakfast at least and sometimes lunch and/or dinner too. Conference rooms and sometimes other facilities, such as a swimming pool or services for business travellers may be available.
4 stars: First-class accommodation for the more demanding guest. Attention has been paid to luxury, hospitality and service. A top-quality restaurant and a wealth of facilities can be expected at these reliable hotels. First-class accommodation for business travellers.
5 stars: Top-class accommodation that meets the highest requirements. These hotels offer impeccable personal service, tasteful and elegant facilities and all possible comfort. The best hotels in the world.
It is possible that, from time to time, for reasons (for example a hotel is overbooked due to connectivity issues with the hotel) for reasons of force majeure (for example a hotel is closed due to a hurricane) a hotel booking is cancelled or amended. Should such events occur, Trovalia will make all reasonable efforts to notify the Customer of this as soon as possible and where possible will offer alternative accommodation in a hotel in at least the same star classification with similar services. If this offer is not taken by the Customer, Trovalia will ensure that all monies paid in respect of the hotel booking are refunded. If appropriate, for example where a technical issue on the part of Trovalia has caused a booking to be cancelled or amended and such cancellation or amendment directly causes loss to the Customer, Trovalia will also pay reasonable compensation to the Customer.
It is possible that, from time to time particular activities offered by the Suppliers that are shown in the description of the accommodation on the Website are cancelled, for example as a result of weather conditions or other reasons beyond the Supplier's reasonable control, during out-of-season stays, or if the required number of participants for the activity is not achieved.
Where sightseeing is concerned, the sequence of the various tourist attractions is shown only as an indication. This can be changed by the Suppliers.
If meals are part of an accommodation package, the number of meals depends on the number of overnight stays. Full board normally includes breakfast, lunch and dinner. Half board normally includes breakfast and either lunch or dinner, depending on the package. Accommodation which includes main meals generally commence with dinner on the day of arrival at the hotel and terminate with breakfast (on half board) or lunch (on full board) on the day of departure. If one or more meals cannot be taken, no refunds will be made.
The Customer is reminded that, unless specified otherwise on the Website, drinks are not included with meals. If drinking water is not available, the Customer will bear the cost of buying it himself / herself.
Parents are advised to bring special food for their baby with them, as this is not always available locally.
The local authorities in certain countries may impose additional taxes (tourist tax, etc), which generally have to be paid locally. The Customer is exclusively responsible for paying such additional taxes. The amount of taxes can change between booking and stay dates. In the event that taxes have increased as at your stay date, you will be liable to pay taxes at the new higher rate.
3.2.6. Trovalia Unpublished Rate/Secret Saver hotels
When available, Trovalia may offer additional, discounted hotel booking options on the Website. These hotels, called Trovalia Unpublished Rate or "Secret Saver" hotels, are different from other hotels offered on the Website in several important ways. The name and exact address of the hotel are not shown until after payment has been made for the booking. All bookings are final and cannot be changed, refunded, exchanged, cancelled, or transferred to another party. Customer's credit card will be charged for the amount shown even if they do not use the booking. Room type will be determined by the hotel based on the number of guests provided at time of booking. All reservations are booked for stays in non-smoking rooms (subject to availability). Hotel room assignments are determined at check-in and upgrades are not available. The maximum number of Trovalia Secret Saver rooms that can be booked at one time is six. All Trovalia Unpublished Rate rooms will be booked under the same name, and the guest under whose name the reservation is made must be present at check-in. Trovalia Unpublished Rate hotels are not eligible for hotel reward or club programs. Upon check-in, guests must present a valid ID and credit card in their name (the amount of available credit required will vary by hotel). Debit cards may not be accepted.
3.2.7 PAY NOW ONLINE OR PAY LATER AT HOTEL:
With hotels, the Customer may be presented with the payment option to "pay online now" or "pay at hotel later". If the Customer selects the "pay online now" option, Trovalia will charge the amount to their credit card in British pounds sterling immediately. If the Customer selects "pay later at hotel", the hotel will charge the Customer's credit card in the local currency of the relevant hotel at the time of the Customer's stay. In addition to any other taxes and fees payable by the Customer as set out in these General Terms and Conditions, taxes and fees may vary depending on which payment option the Customer chooses. Please note that some hotels may require a deposit which may or may not be refundable (please see Suppliers Rules and Restrictions). Tax rates and foreign exchange rates could change in the time between booking and stay. Your credit card provider may also charge a foreign currency conversion fee. Trovalia vouchers may only be applied to "pay online now" bookings.
3.3. Car hire
Car hire services are offered separately or as part of a package holiday or Flight-Plus (see 3.7). These Services are subject to the Rules and Restrictions of the respective Supplier (car hire company).
3.3.1. Method of payment
The Customer making the booking must present a valid card in her/his name upon pick up. Debit cards are not accepted and the Customer must check which credit cards are accepted by the Supplier.
The Supplier may submit an authorisation request to the credit card company during the period of car hire by way of a deposit held by the Supplier. The Customer must therefore contact his / her credit card company to ensure the payment card limit is suitable for this purpose. Some larger car types require two credit cards.
If the Customer does not comply with the terms set out in this section 3.3.1, the Supplier may not make the vehicle available and the full price of car hire will be charged.
Additional charges may be payable locally such as refuelling, additional driver charges and young driver surcharge. The Customer acknowledges that in no event shall Trovalia and/or Suppliers including Trovalia Travel be liable for such additional charges as detailed or otherwise.
An excess amount may be applicable in the event of theft or damage to the hire car. This will vary depending on the Supplier and country of rental. Purchase of an optional additional coverage locally (called super CDW or super TP) will remove/reduce the excess applicable. The Customer acknowledges that in no event shall Trovalia and/or Suppliers including Trovalia Travel be liable for such excess or provision of additional coverage as detailed or otherwise.
Petrol is not usually included in the hire tariff. For the hire of vehicles in certain countries, certain Suppliers automatically add charges for filling the fuel tank when the vehicle is returned. In addition, certain Suppliers charge a supplement if snow tyres are used.
Unless agreed otherwise, the Customer must return the vehicle to the branch of the Supplier from which it was collected. If the Customer does not comply with this, the Suppliers may charge an additional surcharge.
Special equipment, such as child seats, can be requested, and will be payable directly to the Supplier upon pick up (if available).
3.3.3. Collection/use of the vehicle
Drivers must usually be aged between 21 and 75 although this can vary between Suppliers and from country to country. It is the Customer's responsibility to check this with the Supplier. Additional charges may also apply if any driver is aged below 25 or over 70.
All drivers must present a full valid driving licence in their name for the category of vehicle rented when taking delivery of the hire car. International rentals may have different driving licence requirements. An international driving licence is required if the drivers' licence is not in the roman alphabet. Additional documentation such as a passport or up to two forms of proof of name and address may also be required. Customers should check the Rules and Restrictions of the Supplier offering the car-hire for details of all applicable criteria for booking car-hire.
The Customer is reminded that some Suppliers do not permit the rented vehicle to be used outside the country in which it has been rented.
3.3.4. Cancellation of bookings/unused rental days
No refunds will be offered on bookings cancelled within 6 hours to pick up time or any unused rental days.
3.4. Rail transport services
Rail transport services are only offered separately and not as part of a package. Rail transport services are subject to the Rules and Restrictions (including conditions of carriage, fare rules and restrictions) of the Supplier. The Rules and Restrictions may include restrictions on and/or charges for cancellation and changes. The Rules and Restrictions of Suppliers of rail transport services are made available prior to making a booking, and the train operating companies’ terms and conditions can be found on their websites as listed here and the National Rail Conditions of Travel can be found here. In the case of the booking of rail tickets, these terms and conditions and the customer’s booking are also subject to the specific terms of Trovalia’s rail booking service supplier, SilverRail, which can be found here.
Trovalia acts merely as an intermediary for a booking of rail transport services. This means the Customer's contract for the rail transport services is between the customer and the Supplier of the relevant rail transport service, and that Trovalia is not responsible for any delays, cancellations or disruptions to your rail transport service.
3.4.1. Rail transport services terms and conditions
The Customer is responsible for complying with the instructions of the Suppliers of rail transport services, in particular with respect to train times. In particular, the Customer acknowledges and agrees that:
Trovalia has no control over the allocation of seats on any rail journey, even if pre-booked, and does not guarantee that any specific seats will be available on a journey.
Trovalia has no control over any indication of the journey times which are provided by the Supplier of the relevant rail transport service and are given for guidance only and are subject to alteration and confirmation.
The Customer must comply with the Supplier's Rules and Restrictions on the carriage of children. Unaccompanied children will travel subject to the rules of the relevant train operating company and it is the Customer’s responsibility to check the relevant train operating company’s policies.
The Customer making the booking must be at least 18 years old.
If the Customer cannot produce a valid ticket for their journey together with any relevant railcard, photo card or other required form of personal identification when requested by the staff of a train operating company, they will have to pay the appropriate fare on the train or have to pay a penalty fare or be reported for prosecution.
A train ticket may only be used by the Customer who bought the ticket, or by the person on whose behalf the Customer bought the ticket.
Although Trovalia will provide information about disruption to a journey (such as line closures and bus replacement services) prior to the Customer's booking to the extent that such information is made available to Trovalia by the relevant Supplier, the Customer should check with the Supplier whether there are any planned or unplanned disruptions prior to making a booking and commencing their journey.
The Rules and Restrictions of Suppliers of rail transport services are made available prior to making a booking, and the train operating companies’ terms and conditions can be found on their websites as listed here and the National Rail Conditions of Travel can be found here. In the case of the booking of rail tickets, these terms and conditions and the customer’s booking are also subject to the specific terms of Trovalia’s rail booking service supplier, SilverRail, which can be found here.
3.4.2. Combined one-way tickets
Trovalia may offer Customers the opportunity to book a combination of two single tickets instead of a return ticket. Combined single tickets may provide a greater choice of journeys, are often cheaper and can be combined with tickets from the same train operator or different train operators.
Unlike return tickets, each single ticket is subject to its own rules, restrictions, and fees. If one of these journeys is affected by a change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the tickets for other parts of their journey, the Customer will be responsible for any fees incurred for making changes to the unaffected journey.
3.4.3. Special fares
The journey routes offered may include special fares which offer the lowest price, but do not necessarily take the most direct route. Some itineraries require a change of train or station en-route and some itineraries require part of a journey to be taken via other modes of transport such as the London Underground, bus or taxi - bookings and tickets for which are not available through the Website and are the responsibility of the Customer. A journey that is described as direct is one where there is no need to change train or station during the journey, however, stops may be made en-route at stations to let passengers on and/or off. Details of any changes will be given during the booking process and are clearly identified both on the Website and as part of a Customer's email confirmation of their booking.
In the UK most, but not all, tickets for children under 16 years and for pensioners with a railcard are eligible for a discount. These discounts depend on the train operating company, the journey concerned, the availability of seats and the passenger's age.
Children under five years of age may travel free of charge with a passenger holding a ticket.
If the Customer has benefited from a discount, the associated special fares will be shown during the booking process before he / she confirms the reservation.
The liability of Suppliers’ of rail transport services or rail booking services is normally limited by national law, EU legislation or by their own Rules and Restrictions or terms and conditions.
The Liability Disclaimer sections of Trovalia’s booking service supplier, SilverRail, and conditions 42(c) & 50 of the National Rail Conditions of Travel, contain specific provisions in relation to liability limitations. We advise that you read these provisions. The specific terms of Trovalia’s booking service supplier, SilverRail, can be found here and the National Rail Conditions of Travel can be found here.
3.4.5. Prices and Fees
Prices are shown in GBP. Trovalia’s booking service supplier, SilverRail, will charge the Customer for the train ticket and “SilverRail-Trovalia” will appear on the Customer's credit card or bank statement. The amenities page on the rail Website specifies the amenities that may be included in the price or that may be available but subject to an additional charge.
Any Trovalia booking fee and the rail Suppliers’ payment processing and ticket delivery fees, which are identified to the Customer during the booking process, are non-refundable.
In the UK where a customer cancels their train ticket or they choose not to use a ticket to make all or part of their journey, they may be entitled to a refund (less any booking fees, ticket delivery fees, payment processing charges and an administrative charge of up to £10 per ticket per person – noting that one journey may be comprised of 1 or more tickets).
Please note that some tickets are not refundable, such as advance fares.
If the train ticket that a Customer has purchased can be cancelled, they will need to comply with the process for cancellation notified to the Customer. A refund may take between 5 to 7 business days where the tickets have not been printed (but may take longer depending on your bank), and up to 9 weeks where the tickets have already been printed. The Customer is responsible for the cost of returning any printed train tickets for cancelation or refund, and they must return the tickets no more than 28 days after its expiry..
Where Trovalia has reason to be believe that fraud is involved it will not be obliged to process a change, cancellation or refund that a Customer requests.
For rail, cancellations or changes can be made online by clicking on “Manage Trips” and then “Itineraries” or by calling +44 (0)20 3608 7171.
3.4.7. Refund and Compensation for Delays or Cancellations
In the UK where the Customer experiences delays or cancellations to their rail travel the Customer may be entitled to a refund or compensation.
Compensation is paid in accordance with the National Rail Conditions of Travel and the compensation arrangements of the train operating company that the Customer travelled on, and further information can be found on the National Rail Enquiries website here.
To claim a refund (less any booking fees, ticket delivery fees and payment processing charges) in the case of delay or cancelation, the Customer should cancel their ticket online by clicking on “Manage Trips” and then “Itineraries” or by calling +44 (0)20 3608 7171. In this case a claim for a refund must be made within 28 days of the expiry of the ticket.
3.4.8. Luggage, animals and cycles
The carriage of luggage, animals and cycles is subject to the Rules and Restrictions of the Supplier. In the UK a Customer will usually be permitted a single item of hand luggage and 2 items of larger luggage, with any additional or larger items being subject to an additional charge. UK train operating companies generally permit cycles to be conveyed in the train with exception of certain routes, times of day and/or days of the week, and some domestic animals may be permitted to travel with Customers. Further information on the carriage of cycles can be found on the National Rail Enquiries website here and further information on the carriage of luggage and animals can be found on the National Rail Enquiries website here.
In the UK if a Customer is disabled or has reduced mobility and they require assistance with their rail journey then they should contact the train operating company on which they will be travelling at least 24 hours before they are due to travel to request such assistance, and further information can be found on the National Rail Enquiries website here.
3.5. Destination Services
Destination Services may be offered separately or as part of a package holiday. These Services are subject to the Rules and Restrictions of the Suppliers offering the local activities and are not usually transferable, nor eligible for refunds or changes (unless cancelled by the Supplier).
It is possible that, occasionally, Services offered by the Suppliers that are shown in the description on the Website are cancelled for reasons such as weather conditions, or other reasons beyond the reasonable control of the Supplier , out-of-season stays, or if the required number of participants for the activity is not achieved. Customers are referred to the applicable Supplier's Rules and Restrictions in relation to refunds in such circumstances.
3.6. Package holidays
Package holidays are provided by Suppliers such as Trovalia Travel and are subject to the Rules and Restrictions of the providers of the holidays. Customers must read these Rules and Restrictions before booking.
A package holiday is a trip, for a single price, with a stay of longer than 24 hours (or including an overnight stay), in which at least two of the following three elements are offered.
- transport; - accommodation; - a tourist service that does not form part of the transport or accommodation, but is a significant part of the total price. The sale of package holidays is governed by the Package Travel, Package Holidays and Package Tours Regulations 1992. These provisions are supplemented by the following conditions.
Acceptance by the Supplier of reservations made by the Customer will depend on availability of the package holidays. Suppliers do not have to give reasons for refusing to accept a reservation.
Acceptance by the Supplier is formalised by sending a confirmation of reservation by e-mail within 24 hours of a booking being placed by the Customer. No amount will be charged to the Customer until the time of confirmation by the Supplier(s) of the availability of the service.
The trip descriptions on the Website specify the Services included in the price for each trip. Prices are shown in GBP.
The Customer should be aware that the local authorities in certain countries can impose additional taxes (tourist tax, etc), which have to be paid locally. The Customer is exclusively responsible for paying such additional taxes.
Unless expressly stated otherwise, prices do not include insurance, airline services, excess baggage charges, transport from the airport to the accommodation, visa and vaccination charges or any personal expenses (laundry, telephone, drinks, room service, tips, etc.), nor excursions or the use of sports facilities, nor any more general costs that are not expressly included in the confirmation of reservation.
The prices shown on the Website and Trovalia Mobile Application can be changed at any time without prior notice. Such changes do not apply to reservations already accepted, unless the changes were made more than 30 days before the intended departure date as a result of fluctuations in transportation costs, fuel costs, dues, taxes, fees such as landing taxes or embarkation/disembarkation fees at ports/airports and exchange rates. Supplier will absorb - and the Customer will not be charged for - any increase equivalent to 2% of the price of the total travel arrangements, excluding insurance premiums. The Customer will be charged for the amount over and above this. If this means the Customer has to pay an increase of more than 10% of the price of the total travel arrangements, the Customer will have the option of accepting an alternative holiday if Supplier is able to offer one (if this is of equivalent or higher quality the Customer will not have to pay more but if it is of lower quality the difference in price will be refunded), or cancelling and receiving a full refund of monies paid.
If Trovalia and/or Supplier becomes aware of or is notified of any fraud or illegal activity associated with the payment for the booking, the booking will be cancelled and the Customer shall be liable for all the expenses arising from such cancellation, without prejudice to any action that might be taken against him / her.
3.6.3. Cancellation and change by the Customer
Requests by the Customer for cancelling or changing a trip must be submitted by telephone by calling +44 (0)20 3608 7171 (Calls to this number cost the same as calls to local rate numbers) or online by accessing Itineraries section of the Website. Such requests will be dealt with on behalf of the Suppliers concerned.
In the event of cancellation of the package holiday booking by the Customer, Trovalia and Supplier can require compensation to cover the costs of the travel arrangements already made. In addition to this, a standard cancellation charge may be made by the Suppliers of each element of the package holiday in respect of each cancellation. Where a cancellation affects more than one person on the booking a cancellation charge will be applied in respect of each person on the booking.
If the Customer does not present himself / herself at the departure of the trip and/or fails to use some or all of the Services booked, refunds will only be awarded to the Customer in line with the Rules and Restrictions of the applicable Suppliers as notified in the booking process. The Rules and Restrictions of Suppliers of air transport services are made available prior to making a booking and can be re-viewed here. Specific Accommodation Supplier Rules and Restrictions are provided prior to making a booking.
126.96.36.199 Effects of Cancellation
Please note that packages are subject to the Rules and Restrictions of the Supplier and separate cancellation charges imposed by the Supplier may apply.
188.8.131.52 Change of booking
If after making the booking a Customer wants to change the trip with respect to the date of travel, the destination, the place where the trip starts, the accommodation or the means of transport, the Customer should call +44 (0)20 3608 7171 or access the Itineraries section of the Website. A fee may be imposed by the applicable Suppliers in the event of a change to a booking – please refer to the Rules and Restrictions notified in the booking process for more details.
184.108.40.206 Replacement of Participant
A registered participant in a trip can be replaced by a third party if Trovalia is informed of this at least 15 days before the start of a trip. However, Trovalia can object to the change of traveller if the traveller does not comply with the Supplier's Rules and Restrictions or their participation is in conflict with legal regulations. If a replacement person enters into the contract, then the Customer, together with that replacement person, are jointly and severally responsible for the cost of the trip and any additional costs (including administration fee) arising from the inclusion of the third party and including any cost to Trovalia for making the change.
3.6.4 Cancellation and change by Trovalia Travel
Trovalia Travel will inform Customers immediately of changes or differences to their travel arrangements. Changes or differences to the travel contract that become necessary after the contract has been concluded and are not brought about by Trovalia Travel in bad faith are permitted insofar as the changes or differences are not significant and they do not affect the overall character of the trip booked. Flight time information cannot be considered binding. The same rights apply to the altered arrangements as applied in respect of the original arrangements.
220.127.116.11 Price Changes
If the time between booking and the agreed date of travel is greater than 30 days, Trovalia Travel retains the right to change the prices agreed at the time of booking to reflect increases or decreases in transport costs (including fuel costs); payments for dues, taxes, fees such as landing taxes or embarkation or disembarkation fees at ports/airports; and change to the applicable exchange rates if the increase or decrease per person or per seat has an effect on the cost of the trip. Trovalia Travel will absorb - and Customers will not be charged for - any increase of up to 2% of the price of the total travel arrangements, excluding insurance premiums and any amendment charges. Customers will be charged for the amount over and above this. If this means the Customer has to pay an increase of more than 10% of the price of the travel arrangements, the Customer will have the option of accepting an alternative holiday if Trovalia Travel are able to offer one (if this is of equivalent or superior quality the Customer will not have to pay more but if it is of lower quality the difference in price will be refunded), or cancelling and receiving a full refund of monies paid. Should the price of the holiday decrease by more than 2% of the holiday cost due to the changes mentioned above the Customer will receive any refund due.
There will be no price changes within 30 days of the date of travel.
18.104.22.168 Significant changes
In the case of a significant change to their trip, Customers have the right to cancel the travel contract and receive a refund of all monies paid, to take a replacement package of equivalent or superior quality at no additional cost to them (if Trovalia Travel are able to offer them such a trip) or to take a replacement package of lower quality (again if Trovalia Travel are able to offer them such a trip) in which case Trovalia Travel will refund Customers the difference between the cost of their original package and their replacement package. Customers must exercise their rights as detailed in section 22.214.171.124 and 126.96.36.199 as soon as possible after Trovalia Travel have informed them of a price increase or other significant change to their trip.
In the event that a significant change occurs, Trovalia Travel will pay the Customer compensation as shown in the compensation table below, unless the change is as a result of situations outside Trovalia Travel's control which neither Trovalia and/or the Suppliers could foresee or forestall even with all due care. Trovalia Travel considers the following to be examples of significant changes to the Customer's holiday and will pay compensation dependant on the time before their departure that Trovalia Travel notifies the Customer about the change:
Change of accommodation to a hotel in the same area;
Change of flight departure time by more than 12 hours;
Change of departure airport to an airport in a different city;
Change in the length of the holiday;
Change of departure date
Price increase of more than 10%.
In the event of more than one significant change to the Customer's holiday Trovalia Travel will only pay compensation in respect of a single change per full fare paying adult.
3.6.5 Changes by Trovalia Travel: during travel
If, after the Customers' departure, a significant part of their pre-booked holiday arrangements cannot be provided, Customers will be offered a suitable alternative if possible at no additional cost to them. If it is not possible to offer Customers a suitable alternative or Customers do not accept the alternative arrangements for good reason, Trovalia Travel will return Customers to the place of their departure or to another location to which they agree. If appropriate, Trovalia Travel will also pay compensation to Customers. The amount of compensation will be reasonable, taking account all the circumstances.
3.6.6 Supplier Rules and Restrictions
Trovalia Travel works with Suppliers of travel products such as airlines and hotels, but does not control these Suppliers. The Services are subject to the Rules and Restrictions of the Suppliers offering the travel products. The Rules and Restrictions of Suppliers of air transport services and accommodation services are made available prior to making a booking.
3.6.7 Events beyond the parties' reasonable control
If an unforeseen event which could not have been avoided if all due care had been exercised impedes implementation of the trip to a major extent, endangers it or interferes with it, then either party can terminate the contract. Where Trovalia Travel is the party affected by such an event, Trovalia Travel will provide Customers with prompt assistance and take the necessary measures to bring Customers back to the place where their package started. Any additional costs of the return transport will be covered by Trovalia Travel. Where Customers are the party affected by such an event, Trovalia Travel will not be obliged to refund them any sum for services which have not yet been performed. Customers will also be responsible for paying any additional costs associated with getting back to the place where their package began.
3.6.8 Issues During Travel
188.8.131.52 Redress and obligation to co-operate
If the trip is not implemented in accordance with the contract, the Customer can ask for redress during the trip. The Customer's co-operation is requested here. Customers should do everything reasonable to resolve the fault. Customers should avoid damage where possible, or at least try to limit it as far as possible. Customers should report deficiencies in the trip. If the trip documents do not refer to a local representative, please contact Trovalia Travel directly to report any problems. Quote in any case the trip number, the destination and the dates of travel.
Customer Service tel: +44 (0)20 3608 7171 e-mail: firstname.lastname@example.org
Lines open: from Monday to Friday 08.00am - 08.00pm
Trovalia Travel, or any relevant local representative, will use prompt efforts to find appropriate solutions to any reported problems.
Except as provided in the Package Travel, Package Holidays and Package Tours Regulations 1992, Trovalia Travel will not be responsible for any issues arising as a result of circumstances that cannot be attributed to Trovalia Travel.
3.6.9 Trovalia Travel's Liability
Own performance. As a careful business, Trovalia Travel is responsible for:
preparation of the trip;
careful selection and monitoring of Suppliers;
accuracy of description of travel offerings displayed on the Website (insofar as Trovalia Travel have not reported a change in the specifications before concluding the contract or where such changes are agreed with the Customer after the contract is concluded. Trovalia Travel is not responsible for information not published by us, including information published in local, hotel or other brochures;
implementation of the travel contract.
Work for and by third parties. Unless required by The Package Travel, Package Holidays and Package Tours Regulations 1992 or other mandatory legal requirements, Trovalia Travel is not responsible for shortcomings in arrangements brokered by parties other than Trovalia Travel.
3.6.10 Limitation of Liability
Contractual limitation of liability.
Trovalia Travel does not limit its liability for (i) loss caused by its fraud or fraudulent misrepresentation (ii) loss arising from death or personal injury caused by its negligence; or (iii) any other loss that may not be excluded or limited by applicable law. Otherwise Trovalia Travel shall be liable only for losses which arise directly: (a) from its breach of a legal duty of care; or (b) are a result of its breach of these General Terms and Conditions, and that liability is at all times limited to a sum equivalent to three times the cost of the relevant travel product.
Limitation of third party liability
Claims against Trovalia Travel for compensation are limited or excluded insofar as international treaties or other legal regulations that limit or exclude liability apply to the arrangements to be provided. Liability for air transport is governed by the applicable stipulations of international treaties including Warsaw, Montreal and The Hague Convention. These treaties limit the liability of the air carriers for death or causing physical injury (in respect of non-EU airlines only) as well as for the loss of or damage to baggage. Liability in the case of carriage by ship is also governed by the relevant legal or treaty stipulations.
3.6.11 Lapsing of Liability and Limitation Complaints Period
Claims based on implementation of the trip not being in accordance with the contract should be submitted within 30 days of the contractually-scheduled end of the trip. In that case, contact email@example.com or call our service number +44 (0)20 3608 7171. Claims should be made in writing, in Customer's own interest. The limitation period begins on the day on which the trip should end, based on the contract.
3.7. Flight-Plus bookings
'Flight-Plus' means a request to book a flight out of the UK, or a flight into the UK where the Customer departs from the UK by another means and then on the same day, the day before or the day after the Customer requests to book the flight, the Customer also requests to book either living accommodation or self-drive car hire through Trovalia which takes place outside the UK and is supplied under or in connection with the flight (i.e. as part of the same holiday). In all cases the Services must cover a period of more than twenty four hours or include overnight living accommodation in order to be a Flight-Plus. If in connection with the flight, the Customer also books any other tourist services which are not ancillary to flight or living accommodation and which account for a significant proportion of the Flight-Plus, they will also form part of the Flight-Plus.
A Flight-Plus will also exist where on the same day, the day before or the day after the Customer has requested to book: a) a non flight-inclusive Package, the Customer requests to book a flight out of the UK, or a flight into the UK where the Customer departs from the UK by another means or : b) a flight-inclusive Package, the Customer requests to book accommodation or self-drive car hire outside the UK. (See section 3.6.) A flight which begins and ends in the UK (i.e. domestic flight) will not form part of a Flight-Plus. A Flight-Plus will cease to exist and this clause will not apply if the Customer cancels any component of the Flight-Plus; and as a consequence of that cancellation, the requirements set out above for a Flight-Plus are no longer satisfied. Where the Customer requests to book a Flight-Plus, Trovalia will be a Flight-Plus Arranger in accordance with the definitions set out in Regulation 25 of The Civil Aviation (Air Travel Organisers' Licensing) Regulations 2012.
3.7.1 Changes and Cancellations in the event of insolvency
The failure or insolvency of a provider will have the meaning prescribed in Regulation 23 of the Air Travel Organisers Licensing Regulations 2012.
If, before the Customer's intended departure on a Flight-Plus Trovalia become aware that any part of the Flight-Plus will not be provided because of the insolvency of any Supplier concerned with the provision of the arrangements making up a Flight-Plus, Trovalia will provide the Customer with suitable alternative arrangements at no extra cost. If it is not reasonably possible to make such arrangements, Trovalia will give the Customer a full refund of all monies paid to Trovalia in respect of the Flight-Plus.
If, after the Customer's intended departure on a Flight-Plus Trovalia become aware that the flight arrangements will not be provided because of the insolvency of any Supplier concerned with the provision of the flight accommodation making up the Flight-Plus Trovalia will provide the Customer with suitable alternative transport back to the place of departure or to another return point to which you have agreed.
If, after the Customer's intended departure on a Flight-Plus Trovalia become aware that the Customer's living accommodation or self-drive car hire will not be provided because of the insolvency of any Supplier concerned with the provision of the living accommodation or self-drive car hire making up the Flight-Plus, Trovalia will provide the Customer with suitable alternative living accommodation or self-drive car hire at no extra cost. If it is not reasonably possible to make such arrangements, Trovalia will give the Customer a full refund of all monies paid to Trovalia in respect of all unused flight accommodation, living accommodation, self-drive car hire and other tourist services forming part of the Flight-Plus.
Where suitable alternative arrangements are provided as set out in clauses 3.1.11 b-d above, Trovalia will where appropriate, pay the Customer reasonable compensation, to include any incidental expenses reasonably incurred by you and evidenced by receipts. Compensation will not be payable if living accommodation or self drive car hire is offered by Trovalia us and accepted by you with a higher price than that originally booked and is supplied in the same location as originally booked where no additional payment is made by the Customer.
Trovalia, or the Suppliers identified on the Customer's ATOL Certificate, will provide the Customer with the Services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither Trovalia nor the Supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide the Customer with the Services they have bought or a suitable alternative (at no extra cost to the Customer). The Customer agrees to accept that in those circumstances the alternative ATOL holder will perform those obligations and the Customer agrees to pay any money outstanding to be paid by the Customer under their contract to that alternative ATOL holder. However, the Customer also agrees that in some cases it will not be possible to appoint an alternative ATOL holder, in which case the Customer will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
Article 4. General
4.1. Travel Destinations
Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Trovalia advises Customers to review any travel prohibitions, warnings, announcements and advisories issued by The Foreign and Commonwealth Travel Advice Unit and displayed on their website: www.fco.gov.uk/travel prior to booking travel to international destinations
By offering travel to particular international destinations, Trovalia does not represent or warrant that travel to such destinations is advisable or without risk, and is not liable for damages or losses that may occur from travel to such destinations.
The price of the Services will be as quoted on the Website from time to time, except in cases of obvious error. Prices are liable to change at any time, but changes will not affect bookings already accepted except as stated in section 3.6.2 above. Trovalia may in some cases levy a booking fee in relation to some flight transactions made on the Customer's behalf. The Customer will be notified of all applicable charges at the time of booking. Despite Trovalia, Inc's best efforts, some of the Services listed on the Website may be incorrectly priced. TROVALIA EXPRESSLY RESERVES THE RIGHT TO CORRECT ANY PRICING ERRORS ON OUR WEBSITE AND/OR ON RESERVATIONS MADE UNDER AN INCORRECT PRICE. IN SUCH EVENT, IF AVAILABLE, WE WILL OFFER YOU THE OPPORTUNITY TO KEEP YOUR RESERVATION AT THE CORRECT PRICE OR WE WILL CANCEL YOUR RESERVATION WITHOUT PENALTY. Trovalia is under no obligation to provide Services to a Customer at an incorrect (lower) price, even after Customers have been sent confirmation of their booking.
4.3. How Our Sort Order is Determined
Travelers have many options to help them find the perfect hotel, flight, car rental or activity. The “sort” settings allow travelers to order search results to their preference, whether based on price, verified review score, or other criteria. The “filter” settings also allow travelers to include or exclude various options to suit their travel needs. If no options are selected, we will show a range of relevant options in the search results, based on the criteria outlined below:
Lodging: Our default sort order reflects the relevance of properties to your search criteria, as we want to make sure you are able to quickly and easily find the offer that is right for you. We measure relevance by taking into account factors like a property’s location, its review scores, the popularity of the property (measured by how many travelers on our sites make bookings at that property), the quality of the content provided by the property, and the competitiveness of the property’s rates and availability, all relative to other properties meeting your chosen search criteria. The compensation which a property pays us for bookings made through our sites is also a factor for the relative ranking of properties with similar offers, based on the relevance factors described above. On our non-default sorts (e.g., by price or by star rating), properties with similar results will be ordered based on the factors above.
Flights: Our default sort order is based on lowest price. In cases where two flights have the same price, the shorter flight is listed first.
Car Rental: Our default sort order is primarily driven by price, but we may consider other relevant factors such as popularity, customer reviews, convenience of pickup location, and car type or category.
Rail: Our default sort order is based on departure time and then lowest price.
Activities: Our default sort order is manually curated by Trovalia’s destination managers familiar with each market, taking into account such factors as price, popularity, distance from hotel options, and traveler feedback.
Vacation Packages: When combining several different travel products into a vacation package, we use the criteria outlined above to determine the sort order for each product.
Additionally, we continually optimize our service to provide the best experience to travelers. Accordingly, we may test different default sort order algorithms from time to time.
4.4. Photographs and illustrations
Trovalia does its utmost to provide photographs and illustrations that give the Customer a depiction of the Services offered. The purpose of these photographs and illustrations is to show the Customer the level of accommodation and the degree of comfort, and they must not be considered to be making any representation that exceeds this purpose.
The prices on the Website do not include travel insurance. The Customer is therefore advised to take out insurance that covers the consequences of certain cases of cancellation and that also provides cover for certain special risks such as the cost of repatriation in the event of an accident or illness. It is the Customer's responsibility to ensure any insurance policy taken out is adequate to cover their requirements.
The risks covered by these policies, as well as the cost and the amount of cover, are shown on the Website only for the purpose of illustration. In the event that a policy is bought, the insurer will send the policy to the Customer. Claims must be submitted directly to the insurance company in accordance with the terms and conditions of the policy.
For the sale of travel insurance Trovalia Inc. is an Appointed Representative of AWP Assistance (UK) Limited trading as Allianz Global Assistance which is authorised and regulated by the Financial Conduct Authority (FCA). AWP Assistance (UK) Limited's FCA registration number is 311909. FCA authorisation can be checked on the Financial Services register at www.fsa.gov.uk/register/
The insurance contract is subject to terms and conditions, which are accessible during the booking process. Customers can contact AWP Assistance at 0871 200 0194 or email at firstname.lastname@example.org
Non-UK residents may not be eligible to take out insurance cover offered on the Website. Please check AWP’s terms and conditions for details of eligibility.
4.6 Your Financial Protection
When a Customer buys an ATOL protected flight inclusive holiday package or a Flight-Plus on the Website the Customer will receive an ATOL Certificate. This lists the flight, accommodation car hire and/or other services that are financially protected, where the Customer can get information on what this means for the Customer and who to contact if things go wrong.
Trovalia has the following arrangements in place to ensure the security of money paid over by Customers and to arrange for their repatriation (where applicable) in the event of Trovalia's insolvency: Flight inclusive holiday packages and Flight-Plus bookings created by Customers on the Website are protected by the Civil Aviation Authority (under ATOL number 5788). Not all Services offered by Trovalia and/or other Suppliers will be protected by the ATOL Scheme. ATOL protection extends primarily to Customers who book and pay in the United Kingdom. For further information, visit the CAA website.
Any bookings which include Eurostar-inclusive package holiday bookings are insured through International Passenger Protection Limited with Lloyd's Syndicates. This insurance is only valid for Customers who book Eurostar-inclusive packages through the Website and departing from the UK. This insurance has been arranged by International Passenger Protection Limited and underwritten by Lloyd's Syndicates. For further information, visit the IPP website.
Article 5. Financial conditions and payment procedures
5.1 Local taxes and Payments
Unless specified otherwise in the Rules and Restrictions, the prices of the Services shown on the Website are expressed in GBP, excluding local taxes imposed by the authorities in some countries.
The price of Services booked on the Website or by telephone must be paid either to (i) Trovalia or TPX which will accept such payments on behalf of the Suppliers, and/or (ii) directly to the Suppliers. Payment may be charged by more than one party (as will be shown on the Customer's bank or credit card statement) however the total amount charged will not exceed the total price of the Services.
The Customer shall provide the details of his/her payment card and the Supplier or Trovalia will often have to verify: (i) the validity of the payment card (through a charge of a nominal value that is either refunded within a few days or deducted from the final payment due to the Supplier) and, (ii) the availability of funds on the payment card (to be confirmed by the bank issuing the Customer's credit card).
The reservation of any pre-paid "pay online now" hotel bookings and Trovalia Special Fare products and Trovalia Packages for destinations within the European Union is covered by the regulations for travel agents and tour operators, as set down in Articles 306-310 of the EU Principal VAT Directive [2006/112/EC]. The Supplier Trovalia Travel is located in the United States of America, as a result of which no VAT will be charged on services provided by Trovalia Travel.
5.2. Tax Recovery Charge
Except as provided below with respect to tax obligations on the amounts we retain for our services, neither Trovalia nor Trovalia Travel collect taxes for remittance to applicable taxing authorities. The tax recovery charges on prepaid "pay online now" hotel transactions are a recovery of the estimated transaction taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc.) that Trovalia Travel pays to the hotel for taxes due on the rental of the room. The hotel invoices Trovalia Travel for tax amounts. The hotels are responsible for remitting applicable taxes to the applicable taxing jurisdictions. Neither Trovalia nor Trovalia Travel act as co-vendors with the hotel with whom our customers book or reserve their travel arrangements. Taxability and the appropriate tax rate vary greatly by location. The actual tax amounts paid by Trovalia Travel to the hotels may vary from the tax recovery charge amounts, depending upon the rates, taxability, etc. in effect at the time of the actual use of the hotel by our customers. In addition to the above, in certain jurisdictions, sales, use and/or local hotel occupancy taxes may be imposed on the amounts that Trovalia Travel charges for its services. The actual tax amounts on our services, if any, may vary depending on the rates in effect at the time of your hotel stay.
For pre paid "pay on line now" bookings, the Supplier's New York State and New York City tax registration certificates and numbers are provided below.
New York State Tax Registration:
New York sales taxes and New York City occupancy taxes, where applicable, are due on your hotel room stay. For pre-paid "pay online now" hotel bookings, the Supplier's New York sales tax vendor registration number is 880392667 and its New York City hotel occupancy tax registration number is 033960. Please click here for additional information:
Please click here for additional information:
Article 6. Customer Service and the handling of complaints
Queries or requests for information or complaints during a trip should be sent to email@example.com or a Customer can call on +44 (0)20 3608 7171.
Complaints made post travel should be sent by email to firstname.lastname@example.org, which will receive complaints on behalf of the Suppliers. For ease of resolution Customers are encouraged to bring their complaints within 30 days of the end of a trip.
Any hard copy complaints should be directed either to the individual Supplier providing the Service using the address provided in their Rules and Restrictions or to Trovalia. Hard copies of complaints can be sent to:
Trovalia Group, S.L.
Avenida Cortes Valencianas Nr 39- 1º
Customers are encouraged to raise any issues they experience during their trip via the number above (or as soon as reasonably practicable), or to the carrier if the dispute arose during the outward or return journey, so that measures can be taken to resolve the problem and in order to limit the damage suffered by the Customer.
Complaints about loss of, theft of or damage to luggage, clothing or personal belongings that were not under the Customer's control during the stay should be addressed to the airline or hotel.
The European Commission’s Online Dispute Resolution Platform is available at http://ec.europa.eu/odr
Article 7. Trovalia's Liability
The Customer accepts that where Trovalia acts as an interface between the Customer and the Suppliers, Trovalia will under no circumstances be held liable with respect to Services the Customer has booked with one or more Suppliers. Trovalia is not liable if and insofar as the Customer is able to claim for damages under an insurance policy such as travel and/or holiday cancellation insurance.
The information displayed on this Website has been provided by the respective Suppliers, and Trovalia does not accept any liability for any inaccuracies. Customers must ensure that they verify all information given before booking.
Customers should note that all hotel ratings shown are intended as guidance only and may not be an official rating or be in line with UK classification. Trovalia does not accept any liability in relation to the ratings shown.
Article 8. Disclaimer
Except as expressly set out in these General Terms and Conditions, all the information contained in this Website is provided without any warranty (either express or implied) or implied term of any kind, including but not limited to any implied warranties or implied terms of satisfactory quality, fitness for a particular purpose or non-infringement. All such implied terms and warranties are excluded. By accessing this Website, the Customer agrees that Trovalia will not be liable for any direct, indirect or consequential loss arising from the use of the Website, any delay or inability to use the Website, or from the Customer's use of links from the Website. The exclusions and limitations contained in this clause apply only to the extent permitted by law.
Article 9. Applicable Law
These General Terms and Conditions are governed by the laws of England and Wales. The Customer agrees that the English Courts shall have jurisdiction to hear and determine any dispute arising from the interpretation of these terms. However the Customer may choose the law and jurisdiction of Scotland or Northern Ireland if that is where the Customer resides.
Article 10. Final Provisions
If Trovalia does not invoke one of the provisions of the General Terms and Conditions at any one moment, this must not be interpreted as a cession of the right to invoke it at a later date.
If any provision of these General Terms and Conditions (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part provision shall, to the extent required, be deemed not to form part of this agreement with the Customer and the validity and enforceability of the other provisions shall not be affected.
Every instance of force majeure, including the interruption of means of communication or a strike by carriers, hoteliers or air traffic controllers, will lead to the suspension of the obligations in these General Terms and Conditions that are affected by the force majeure event and the party affected by the force majeure event shall not be liable as a result of the inability to meet such obligations.
These General Terms and Conditions come into force on 15/10/2015