Holiday details

What is ATOL and what can it do for me?

We only work with tour operators who have an ATOL licence!

"ATOL" means an "Air Travel Organiser's Licence" granted by the Civil Aviation Authority (CAA). Firms selling air travel in the UK are required by law to hold ATOLS. ATOLs protect you from losing money, or being stranded abroad, when travel firms go bust.

Before any firm gets an ATOL, it has to lodge guarantees with the CAA: if it goes out of business, the CAA gives refunds to people who can't travel, and pays for people abroad to finish their holidays and fly home. This protection is included in the price of a holiday booked with an ATOL-holder. Please note ATOL Travel Protection extends primarily to customers who book and pay in the UK.

When you book you are required to pay a deposit of �130 per person (maybe higher at peak periods. You will be advised at time of booking) and the correct insurance premium. You are not required to make any further payments until 8 weeks before departure. At 8 weeks before departure you are required to pay the balance due in full. For holidays to be taken within 8 weeks of booking, the full amount is due, not a deposit. If you do not pay the full amount due, we reserve the right to treat your booking as cancelled. All monies paid by you to an approved travel agent for a holiday in this brochure is held at all times by him on our behalf. There is no contact between us until a written confirmation has been sent to you. All monies paid directly to Mosaic Holidays can be authorised to us immediately by giving details of a valid card or subsequently by cheque, which will have to be cleared before confirmation can be issued. The receipt of this amount will be deemed as your acceptance of the booking conditions, and after the payment has been made and cleared, a written confirmation containing the details of your holiday will be issued. There is no contract between us until payment has been made and a written confirmation issued, except for late bookings when a contract will exist when you or your agent asks for the holiday to be confirmed. You must check your confirmation carefully as soon as you receive it.For all payments made with a credit card, a percentage fee is levied on total charges.

3. IF YOU CHANGE YOUR BOOKING

If you want to change any details of your booking (e.g. transfer to a different comparable Mosaic Holidays� holiday, which must be taken within a reasonable time, departure date, airport, change or cancel a pre-departure special offer or excursion), we will do our best to effect this change. For this service, we charge an Amendment Fee of �100 per person plus any non-refundable costs arising from the contract terms of our suppliers. However, if the change occurs within 56 days of the departure, the cancellation charges shown in paragraph 4 will apply. When the price varies depending on the number of persons booked into the accommodation and you wish to change the number of persons, the price will be recharged on the basis of the new party size as shown in the price panel. Any increase in price per person payable as a result of a part cancellation is not a Cancellation Charge. A separate Cancellation Charge will be levied in respect of bookings cancelled in accordance with paragraph 4. A new confirmation invoice will be issued as appropriate, on which the Cancellation Charges will be shown.

4. IF YOU CANCEL YOUR HOLIDAY

5. TRANSFER OF BOOKING

If any member of your party is unable to travel as a result of injury, death or sickness of the passenger, close relative or friend, jury service or redundancy, you may transfer the booking to another suitable person, providing that notices is given in writing at least 35 days before departure and providing that the alternative passenger is acceptable to Mosaic Holidays. An administrative charge of �100 will be levied, plus any non-refundable costs arising from the contract terms of our suppliers. It should also be noted that many scheduled airlines will treat such transfers as cancellations and, as such, rebooking will depend on space availability in the designated class of travel at the time of the proposed transfer.

6. INSURANCE

Under the terms of this contract you are required to have suitable travel insurance either comparable or greater cover than that in the policy offered by Mosaic Holidays, then you must advise us of the details of your alternative policy including the name of the insurer and the policy number as soon as possible. The cost of medical treatment and repatriation in the event of serious accident or illness must be included. Clients in breach of this condition will be deemed to have indemnified the company for any consequential loss incurred by the company on their behalf and will be redeemable from you.

7. IF YOU HAVE A COMPLAINT

Should you have a complaint about any part of your holiday, you must immediately inform our agent/representative and the supplier e.g. the hotel outlining the nature of the complaint. Issues can most easily be dealt with as they arise, at your resort, when our agent/representative can see and understand the exact nature of any problems you have. In the unlikely event that matters cannot be resolved to your satisfaction in the resort, details of the complaint should be notified in writing to our office (quoting the number(s) of your Booking Reference(s) and your departure date) within 35 days of returning from the resort. Failure to comply with this directive may jeopardise your complaint

8. HOLIDAY PARTICIPATION

We reserve the right to decline to accept of retain any person as a client at any time, and we shall be under no liability for any extra costs incurred by such a person as a result of our doing so. Furthermore, in our absolute discretion we reserve the right to terminate without notice the holiday arrangements of any client whose behaviour is such that it is likely in our opinion to cause distress, damage, danger or annoyance to our customers, employees, agent�s property or third party. If you are prevented from travelling because, in the opinion of a person in authority, you appear to be unfit to travel or cause distress or discomfort to other passengers, then our responsibility for your holiday ceases. Full cancellation charges will apply. Mosaic Holidays has no control over the behaviour of other people visiting or staying in your resort accommodation.

9. YOUR ACCOMMODATION

Only the passengers shown on our Final Invoice have the right to use the accommodation provided. It is prohibited to assign, share or sublet the accommodation to any other persons.

10. YOUR TICKET'S CONDITIONS

When you travel with an air or sea carrier, you accept that their Conditions of Carriage apply, some of which limit or exclude liability. These conditions are often the subject of international agreements between countries (The Warsaw convention 1927, as amended, and the Montreal Convention 1999 and E.C. regulation 2027-1997). Copies of the Conditions which apply to your air or

sea travel are available for inspection at the travel agent where you book your holiday, or copies can be obtained from Mosaic Holidays. It is your responsibility to acquire the required travel and health documents for your destination (e.g. visas, passports and vaccination certificates). Mosaic Holidays cannot be held liable in any way for any failure to do so. If an element of your holiday is a schedules airfare, please note that the tickets are printed within a set period prior to the date of departure. Once such tickets are printed , the tickets have no refund value whatsoever. Additionally, the airline may refuse to issue replacement tickets and new additional tickets may have to be purchased by you.

Mosaic Holidays' commitment to you

1. PROVISION OF YOUR HOLIDAY

We will arrange for the provision of the services to you which form part of the holiday as confirmed to you. We cannot accept responsibility for verbal price quotes or description. These services will be supplied either by independently contracted suppliers or by ourselves. We allocate your chosen holiday to you when you or your travel agent asks for your holiday to be confirmed. All holidays advertised are subject to availability.

2. PRICING POLICY

The prices quoted in this brochure are per person and based on 2 adults sharing a twin room/double room and are for guidance only. Mosaic Holidays has the right to increase or reduce prices at any time, however, once the price is confirmed at time of booking in writing on a confirmation invoice and deposit taken, it is fully guaranteed.

3. IF WE MAKE CHANGES TO YOUR HOLIDAY

Important Note:
Compensation payments do not apply to changes caused by any force majeure, health risks, reason of war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural and nuclear disasters, fire, technical problems to transport, closure or congestion of airports or ports, cancellations or changes of schedules by airlines and similar events beyond our control.

4. IF WE CANCEL YOUR HOLIDAY

We reserve the right to cancel your holiday in any circumstance. Should this happen, we will offer you an alternative available holiday, of a comparable standard, for you to purchase or refund to you all money paid to us. Please note that it is advisable to leave UK departure point travel arrangements until your final travel documents are received. Your holiday should not be cancelled less than 8 weeks before the scheduled departure date, except for reasons of war, etc (see important note above). Please note that all holidays and excursions operated by Mosaic Holidays can only operate on a �minimum number� basis. If the minimum number is not achieved, we shall inform you not later than 8 weeks prior to the date of departure. In the event that minimum numbers are not achieved, we reserve the right to cancel your holiday/excursion providing we notify you 8 weeks prior to departure (no notification will be given for excursions). The provisions in clause 4 will then apply. No compensation will be payable if the cancellation is more than 8 weeks before departure, nor for consequential losses in these circumstances..

5. WHAT HAPPENS TO COMPLAINTS

Disputes arising out of, or relating to this contract which cannot be resolved may (if the customer wishes) be referred to arbitration under a special scheme. This scheme is administered independently by the Chartered Institute of Arbitrators. It provides a straightforward and inexpensive procedure for arbitration on documents solely with restricted liability of the customer in relation to costs. The Scheme is not applicable to claims involving costs over �5,000 per person, nor total claims over �15,000 per booking. It does not apply to claims that are mainly or wholly in relation to physical injury or sickness or the result of such conditions. The rules of the Scheme dictate that the application for arbitration must be lodged within nine months of the date of return from the holiday. Under certain conditions, arbitration may still be given outside this period.

6. OUR RESPONSIBILITY FOR YOUR HOLIDAY

We accept responsibility for ensuring that all component parts of your holiday, which are pre-booked and pre-paid in the U.K., are supplied to you as confirmed by us on your confirmation invoice, and services offered reach a reasonable standard. If any significant part is not supplied, we will pay you a suitable compensation if this has affected the enjoyment of your holiday (see clause 3 above). We have taken all reasonable and proper steps to ensure that proper arrangements have been made for all our holidays. Also that the suppliers of the various services provided to you as part of your holiday are efficient, safe and reputable and comply with the local and national laws and regulations of the country in which they provide those services. However, we do not have direct control over the provision of services to clients by suppliers, and we cannot be held responsible or liable for death, injury or illness caused to clients, unless through negligence of our employees, agents, subcontractors and suppliers and their staff whilst acting within the scope of their employment. Responsibility in respect of air and cruise carriers are at all times subject to their Conditions of Carriage (see point 10 above). Note: Due to our commitment to staff training we sometimes record telephone conversations.

7. PERSONAL INJURY (unconnected with arrangements made by us)

Although we cannot accept responsibility for clients who, by misadventure, suffer illness, personal injury or death during the period of their holiday arising out of an activity which does not form part of the foreign inclusive holiday or excursions booked through the company, general assistance will be offered to clients to a maximum of �5,000 per booking. In addition, should there be a successful claim for costs against a third party or there being suitable insurance policy/ies in force, costs actually incurred by the tour operator shall be recoverable from the clients.

8. LATE BOOKINGS

We recommend that you place your booking as early as possible, but understand that some clients may have no choice but to book late. More often than not the Company can accept bookings up to a week before departure, when the full cost must be paid at the time of booking. Clients making late bookings should first check that they can comply with all Visa, passport and medical requirements. We reserve the right to pass on reasonable late booking charges for bookings made within 15 days of travel (i.e. 14 days or less). Late savers /special offers we reserve our right to utilise non-advertised properties.

9. ENFORCEMENT

If any part of these conditions is found to be invalid or un-enforceable, the remainder of the terms will still be valid.

YOUR FINANCIAL SECURITY

We have arranged a bond with the Civil Aviation Authority for holidays and travel arrangements in this brochure and we hold Air Organisers Licence (ATOL) number 5236. This means in the unlikely event of insolvency before or during your holiday, you will be returned to the UK (if you are abroad) or, if your holiday has not yet started, the money, which you have paid to us, will be returned to you in full.

For further information visit ATOL website at www.atol.org.com