Terms and Conditions
CORONA VIRUS UPDATE - 22/05/20
Please find our updated terms and conditions for any bookings affected by coronavirus below:
Booking Moves for Holidays 10th August 2020 Onwards:
Any customers who feel unable to travel in 2020, whether their holiday is scheduled to depart or postponed, can transfer their existing 2020 booking free of charge to any suitable holiday departing in 2020 or 2021. Affected customers can leave a message on 0800 069 8060 or email firstname.lastname@example.org to discuss our availability with a member of the team.
Balance Payments for 2020 Tours:
If customers pay a remaining balance, it will be held in a secure account. If the government's advice changes more than 30 days prior to departure and the trip can no longer go ahead, customers will be able to move their balance to another trip, take a travel credit towards another holiday until 2022, or be refunded their balance payment in full within 14 days. We are required to pay our suppliers for upcoming tours at the 30 day point, so if the government's advice changes after this, customers will either be able to move the balance to another trip or take a travel credit*.
* Please Note - We cannot always guarantee cash refunds within 14 days if there are less than 30 days prior to departure, as suppliers will have been paid. However, if customers request a refund we will work as hard as possible to arrange this. In the meantime customers will be issued with a refund credit note until a cash refund is available, and our team will be happy to discuss this process further at this stage.
Cancellations by Customers:
If a tour is still scheduled to depart, and concerned customers wish to cancel their place on their tour rather than transfer to a 2021 date or accept transferrable credit, cancellations will be subject to our standard terms and conditions regarding balances and non-refundable deposits, as below:
Amount to be Refunded:
More than 90 days prior to departure
No refund - Loss of non-refundable deposit only
90 - 60 days prior (following payment of the remaining balance)
25% of the balance paid (excluding non-refundable deposit)
60 – 0 days prior
0% of the total holiday cost
Please be advised that some refunds are taking longer than usual to be processed due to the current circumstances, so the current processing time will be advised when a refund request is received.
CORONA VIRUS UPDATE - 21/04/20
We appreciate the concern that the COVID-19 virus has caused and understand that for many of our customers, this may be an especially difficult time. This is why we have been calling our customers on tours departing before July to rearrange their travel where necessary, to ensure they can prioritise their health and still have a holiday to look forward to.
If you have not been contacted, this is because your tour is currently still scheduled to go ahead, however we will be in touch if anything changes regarding your booking.
We have the following guidelines for any customers with bookings for this year:
Tours Departing before 10th July:
• If you know what holiday you would like to move to, you will be able to transfer your booking to another tour in 2020 or 2021. All payments applied to the new booking will be non-refundable and any outstanding balances will be due 90 days prior to your new departure date.
• You can transfer any payments made towards your booking into non-refundable travel credits which will be valid for any tour and care packages until 2022. This allows you the flexibility to wait before committing to a new holiday.
If you have a booking departing before 10th July and would like to discuss the options available, please email email@example.com or call us on 0800 069 8060 and one of our team will be glad to help you find the best way forward.
If we are unable to get in touch or no agreement has been reached before your date of travel, we will automatically issue travel credits for any balance paid.
Tours Departing after 10th July:
We understand you may be concerned about your travel plans; however, we ask you not to contact us at present. Our staff are incredibly busy processing a high volume of customer requests and it is important for us to deal with earlier tours first. We are keeping up with the advice issued by industry bodies, the government and FCO and will be in touch should there be any changes to your holiday. In the current rapidly changing circumstances, it is very hard to predict the state of travel later in the year, so we appreciate your patience and cooperation as we seek clarity.
In accordance with government advice, The Limitless Travel team are currently working remotely to protect our staff and communities, so we are unable to send or receive any post at present. Please be patient with our operators as we adjust to this new arrangement and process your requests.
Please note, Limitless Travel is not able to issue cash refunds on balances paid for any tours currently booked with us. Please do not contact us to request refunds, as these will not be provided. Please refer to the above advice on the options available. If you have been issued with travel credits and do not wish to use them by the 31st July, please get in touch after this date to discuss other options. This is an unprecedented time for the travel industry, and we appreciate your support and understanding as we navigate this situation.
Our agreement with you
We are Limitless Travel Ltd (hereafter referred to as Limitless Travel) and Our Agreement with You sets out what you are legally entitled to expect from us and our suppliers (for whom we act as a booking agent) when you purchase travel services through us. Because we sell a variety of travel products, you should make sure you understand the terms and conditions which apply to your particular arrangements in addition to these general terms and conditions.
Your Agreement With Us
By finalising your arrangements with us, you are accepting the terms of this Agreement and conditions of any contract made with any supplier(s) that apply to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party. Your contract with us is subject to the laws and jurisdiction of England and Wales. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland instead.
Application of these terms and conditions
These terms and conditions, together with the terms set out in the Booking Form and any further terms and conditions notified to you by us prior to your entering into a contract with us, including any terms and conditions in our brochures or on our website which are relevant to your booking and any other terms which we both otherwise agree will be binding on Limitless Travel Ltd and you once a contract is made between us (Our Terms). A contract will exist between us once you have made your booking with us, paid your deposit (or such other fee as may be appropriate, for example where you are making a 'late booking') and we have issued you with our booking confirmation. Our contract with you is also subject to any suppliers’ terms and conditions of which you agree will be deemed incorporated in our contract. You should read these terms and conditions carefully. You should note in particular the content of 'our liability to you', which contains certain limitations and exclusions. If any part of Our Terms is found to be invalid or unenforceable, then the remainder of them will not be affected and will remain valid and enforceable.
Your Booking with Limitless Travel Ltd
When you make a booking, you guarantee that as the lead name, you have the authority to accept and do accept, on behalf of your party, the terms of these booking conditions and those of any suppliers. It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies immediately. A contract will exist as soon as we issue our confirmation invoice. When making a booking with Limitless Travel, it is your responsibility to provide as much information as possible regarding any assistance that you might need throughout the trip. Please note that for bookings involving flights, passengers who cannot make their way to an emergency exit unaccompanied must not travel alone. It is your responsibility to ensure that you have someone to travel with who is capable of assisting you to an emergency exit on an aircraft.
Deposits & Payment
After you have paid your 20% deposit, we will automatically process the remaining balance due on the date specified in your Booking Confirmation, 90 days before your departure date.
We will take all payments automatically from the same credit/debit card used to pay the initial deposit. If you need to arrange for the remaining balance to be collected from a different card, please notify us at firstname.lastname@example.org at least five working days before the due date to avoid payment being collected from the original card.
If we do not receive payment or there is an issue with collecting payment, you will receive an email or letter of notification, and have up to 10 working days for the balance to be settled, after which time we will consider your holiday cancelled and place(s) forfeit. In the event of cancellation after this payment is taken, please see the ‘Cancellations by You’ section below.
If the deposit quoted is less than 20% (for example, promotional reductions to 10%), we will require payment of the remaining deposit amount a month after the initial deposit is made. In certain circumstances (depending on the nature of the booking) we will require a non-refundable deposit in excess of the usual 20%. On occasions, our suppliers require additional amounts up to full payment in advance (for example for Christmas bookings). On these occasions we will require additional payment in advance. Unless you are making a late booking, the balance owing must be paid to us no later than 60 days before your date of departure. If we do not receive the balance by this time, then we will treat the booking as cancelled by you.
Please note that payments via cheque or bank transfer may incur a charge of £10 per transaction.
The prices quoted in our brochures, on our website or in our publicity and promotions are correct at the time of publication. In the event of any change in our prices to those stated we will notify you prior to accepting your booking. All our prices are quoted in GBP £ Sterling.
(a) Holiday arrangements
We reserve the right to pass on any charges levied on us from time to time by our suppliers in respect of any other holiday arrangements made by us on your behalf:
- Return transportation costs including luggage allowance as confirmed
- Overseas transfers/transportation
- Accommodation, meals
- The services of a representative, tour guide or an appointed local agent, including a 24-hour emergency contact (except cruises)
- All UK departure taxes, fees and passenger charges
- Any applicable overseas port charges
- Child discounts
Our holiday price does not normally include:
- Visa fees, overseas airport departure charges payable locally, porterage, personal expenditure, hotel extras, fuel and extras for car hire
- Taxes or compulsory charges introduced by Governments, regulatory bodies or airlines after you have booked
- Security charges introduced or increased after you have booked relating to transportation costs
- Holiday insurance
The price payable by you for your holiday and what this price includes will be confirmed to you by us at the time of booking and set out in our booking confirmation.
(b) Group bookings and discounts
Some bookings or prices are dependent on the number of participants or occupants and if this applies to your holiday arrangements you will be notified by us at the time of booking. We reserve the right to make further charges where numbers fall below those required to qualify for the discount offered or price otherwise appropriate. We also reserve the right to cancel such a booking in the event that numbers fall below the required number at any time up to 30 days prior to your due date of departure.
Flight Booking Procedure
Please note that most airlines prefer travellers to book their flights directly when booking assistance, therefore this is not a service that Limitless Travel provide. We recommend that travellers organise their own flights and make us aware of these details so that we can organise transfers between the arrival airport and our resorts.
When booking flights, travellers should ask for assistance if required, and ensure that they confirm whether they will need electric wheelchair assistance and hold space, hold space for a manual wheelchair, or for any other equipment. They should ask to include extra luggage if required, in relation to the amount of hand luggage their airline offers as standard. Travellers should also note that many airlines have restrictions on the size of wheelchairs that they can accommodate, so it is their responsibility to make their airline aware of this prior to booking. Most airlines request that special assistance is requested not less than 48 hours in advance of flying, but advise to make special assistance arrangements as soon as possible.
Limitless Travel will advise clients of our recommended flight 3 months prior to the holiday – this will be the flight that our carers will also be travelling on to provide extra assistance. Please note that flight cost, seats, luggage and equipment hold space is all subject to availability at the time travellers book. We check the availability to ensure that there is availability for bookings at the time this 3 months to go email is sent. We advise that travellers book as soon as possible following this email to ensure availability. If travellers require any additional support in booking, or requesting assistance with airline providers, they should contact Limitless as soon as possible. It is imperative that travellers make Limitless Travel aware as soon as they have booked their seats and assistance and advise on their seat number(s).
Passport, Visa and Immigration Requirements
It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements.
Travel insurance is a vital part of your arrangements. We strongly recommend that you have taken out adequate insurance which covers you from the point of you booking and for the duration of your journey, with an external insurance provider.
Travel Advice and Vaccinations
British Citizens should refer to the travel advice posted by the Foreign and Commonwealth Office at http://www.fco.gov.uk/ for all the countries you intend to visit. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged necessary vaccinations for your itinerary.
Baggage allowances and policies differ depending on the holiday. If you require specific information about baggage allowances, or require further information, please contact us before you book.
All clients’ personal belongings are brought onto holidays at the owner’s risk, and Limitless Travel’s liability is limited to taking reasonable care in the handling of such items by its tour staff. In the interests of the health and safety of employees and agents, we ask clients to be thoughtful of the weight of their individual suitcases and it is possible that clients will be refused porterage facilities for suitcases which exceed a standard weight limit.
Care and Care Requirements
Limitless Travel's carer hours are from 7am - 11pm. Care includes washing, clothing, assistance with transferring, personal hygiene, and general assistance such as cutting up food, helping up kerbs, or the odd step. If you need care outside of these hours, or if your care needs involve assistance with anything else, you will need to bring a full-time assistant with you.
For all Limitless Travel tours, we offer the option to add a care package which will be tailored to your requirements at the point of booking. We have several care options available, which have been designed to ensure that each individual who books with Limitless Travel receives the appropriate pre-holiday support, and the highest quality care while on holiday with us.
We reserve the right to amend the care package assigned following qualification calls by our care managers prior to the tour going ahead. Any changes to your care needs must be advised prior to your tour, and any additional charges required for upgrading care packages will be the booker’s responsibility.
Full details on the care packages available can be found here: http://www.limitlesstravel.org/care/http://www.limitlesstravel.org/care/.
Cancellations and Changes
Changes by Us
If we make a significant change to your booking, we will inform you as soon as reasonably possible if there is time before your departure. These may include (but are not limited to) the following changes: a change in accommodation to that of a lower official category, a change of UK departure point, a change of supplier, a change in the time of your departure or return by more than 12 hours. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us, (we will refund any price difference if the alternative has a lower value), or cancelling your booked arrangements and receiving a full refund.
Cancellation by Us
We reserve the right to cancel departures if the number of clients wishing to travel is less than required for the tour to run. We will not normally cancel a holiday after payment of the balance becomes due (90 days before departure). If for any reason it is found necessary to do so, we will offer an equivalent tour at a later date. If this alternative is not acceptable, we will refund all monies paid, whereupon all liability on our part shall cease.
Cancellation by You
All deposits paid to Limitless Travel are non-refundable, regardless of the breakdown of the deposit paid. To cancel an order, Limitless Travel requires written acknowledgement from the person who has booked the holiday, and no further action will be taken until this is provided.
Cancellations made less than 90 days prior to departure will receive the following refunds:
More than 90 days prior to departure
Loss of deposit only
90 - 60 days prior (following payment of the remaining balance)
25% of the balance paid (excluding non-refundable deposit)
60 – 0 days prior
0% of the total holiday cost
If your remaining balance is not paid on or before the due date we reserve the right to treat your booking as cancelled, and you will be charges as per our cancellation charges in the table above.
Changes by You
If you wish to change or amend any part of your booking after you have received your booking confirmation, you must inform us as soon as possible. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requests. Where we can meet the requests, all changes will be subject to payment of an administration fee of £50 per person per change, as well as any applicable rate changes or extra costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that any of these costs could increase the closer to your departure date that changes are made, and that you should contact us in the earliest instance to avoid an increase in charges. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable. If you are prevented from travelling, it may be possible to transfer your booking to another suitable person provided that written notice is given. An administration fee of £50 per person per change will be charged.
Transfer of Booking
If you are prevented from travelling, you may be able to transfer your place to someone else (introduced by you and satisfying all the conditions applicable to arrangements) provided:
a) you contact us as soon as possible and provide us with the name of the replacement passengers and who they will be replacing from the original booking. We can only transfer customers up to 30 days before departure, subject to availability;
b) you pay an amendment fee of £50 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and;
c) the transferee agrees to these Booking Conditions and all other terms of the contract between us.
If there are any payments outstanding for the applicable booking when the transfer is requested these must also be paid before the transfer can be made. You and the transferee remain jointly and severally liable for the payment of all sums. If you are unable to find a replacement, cancellation charges as set out herein will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services. Please note that replacement customers will be accepted subject to our assessment of a completed care questionnaire, and that if our Care Manager deems the replacement customer to require any mobility equipment and/or care packages, an additional charge will be incurred for these products and services. If the original customer paid for mobility equipment and/or care packages, it may not always be possible to refund the costs if no longer required by the replacement customer.
Important note - changes beyond our control
Compensation will not apply if a significant change is made for reasons beyond our control. These include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, changes due to cancellation by a supplier; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar event.
In the event that any of the above situations occur and your trip cannot proceed as a result, then you will be issued with a travel credit for the full value of your trip to be used on a future date.
Please ensure that you have given your contact email address to Limitless Travel Ltd and that you regularly check for messages before you leave. Limitless Travel Ltd has no control over changes made by suppliers and accepts no liability for costs which may arise as a result of such changes.
Our Responsibility For Your Arrangements
We have taken all reasonable care to make sure that all the services that make up the arrangements made by Limitless Travel are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided. However, please be aware that overseas safety standards may be lower than in the UK. We will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
Problems During Your Holiday
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotel) or your Limitless Travel representatives in resort immediately. Should they be unable to resolve the matter, please contact Limitless Travel Ltd in the UK, either via the person with whom you made your arrangements, or through www.limitlesstravel.org. If you fail to contact Limitless Travel Ltd, we will not be permitted the opportunity to investigate your complaint and rectify any error whilst you are away, and this may affect your rights under this contract.
Limitless Travel staff should be able to complete their duties without harassment or disruptive behaviour from clients. Should a client behave in an abusive or disruptive manner, Limitless Travel and its staff reserve the right, after consideration and warning, to terminate the contract with this client. In such circumstances, the client will have no further reimbursement from the company in respect of any lost part of the holiday or additional expenses incurred.
Communications and Data
Limitless Travel Ltd’s general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge an administration fee should you make a request for such documents to be sent as hard copy.
We observe the requirements of the Data Protection Act 1998 (the Act) in respect of all personal data held by us at any time. We will not use any personal data relating to you which we hold at any time for any purpose other than in connection with your booking. We do not store credit card details, nor do we share financial details with any third parties. We will not pass on personal data save where this is necessary in connection with the performance by us of our contract with you or as otherwise authorised by you. If you wish to find out more about the personal data we hold relating to you or have any query about data protection, please contact our data controller at Customer Relations, Limitless Travel, iCentrum, Holt St, Aston, Birmingham, B7 4BP. We have notified the Information Commissioner. In order to find out more about our notification and the requirements of the Act you should visit the site of the Information Commissioner at ico.org.uk.
Brochure and website contents
We take reasonable care to ensure the accuracy of the information contained in our brochures and on our website. However, content is subject to change, often due to the actions of our suppliers (eg. airlines, hotels, activity providers, car hire companies etc). We will endeavour to notify you of any change known to us and affecting your holiday prior to issuing you with our booking confirmation and after that, as soon as we are notified by our Suppliers. We do not generally use linking or framing. We are not responsible for the content, policies and services of any sites linked to or accessible via our website.
|Discount Code||Discount||Dates Redeemable|
|LIMITLESS100||£100 off all holidays||Valid until 01/12/2019|
|BENIDORM100||£100 tours to Benidorm||Valid until 05/07/2019|
|LANZ100||£100 off tours to Lanzarote||Valid until 31/07/2019|
|MARTYN100||£100 off tours to Tenerife||Valid until 01/12/2019|
|SUMMER SALE||£75 off all tours||Valid until 1/08/2019|
*Only one discount code can be used at a time