Terms and conditions

Please read the following information carefully:

These terms and conditions ("Conditions") set out the terms of the agreement between Dream Escape and you for either a package (as defined below) or between you and the supplier in all other cases.

Dream Escape is the trading name of Dream Escape Ltd, a limited company incorporated in Scotland (3302390) whose registered office is at 10A, Great King Street, Edinburgh, EH3 6QL (for our office address please see Contact Us details below) and is referred to in these Conditions as 'we', 'us' or 'our'.

A contract will exist once you have made your booking with us, we have issued you with our booking confirmation and you have paid for your holiday.

All bookings must be made by a person who is 18 years of age or over. Where your booking is for more than one person, the first-named person in your party must be at least 18 years and will be treated by us as the 'lead name' for your booking. The lead name will be responsible for making all payments due under the contract and will be deemed to have the agreement of all the other members of the party to these Conditions.

Before making a booking with us you should read these terms and conditions carefully as these will form the basis of the contract between you and us. If any part of these Conditions is invalid or unenforceable the remainder will not be affected and will remain valid and enforceable. These Conditions and our contract will be governed by Scottish law.

It is important that you accurately complete our booking form. All documents, notices and other information relating to your holiday will be sent to the name and address provided.

We reserve the right to refuse to accept and/or not to proceed with any booking at any time in our sole discretion.

Packages

A 'package' is a pre-arranged combination of at least two of the following booked by you through us at an inclusive price where the combination lasts for a period of more than 24 hours or involves overnight accommodation:

  • Transport
  • Accommodation
  • Other tourist services not ancillary to transport or accommodation which form a significant part of the booking.

Where the arrangements which you make with us do not amount to a package we act as a booking agent only (see Other Bookings below).

All holidays are subject to availability.

Payment

You will be notified at the time of booking of the price of your holiday. You will be required to pay us the full holiday price when sending us the booking form. Payment may be made by cheque, credit or debit card and bank transfer. All payments by credit card will be subject to a 2.5% fee which will be added to the price of the holiday.

If you make a late booking and it is necessary to issue your documents on departure or send them to you by special delivery, there will be an additional charge of £25 per booking.

Price

The prices quoted in our brochure or in our publicity and promotions are correct at the time of publication and are subject to change. The price for the holiday is the price we confirm to you at the time of you booking the holiday.

Our holiday price does not normally include:

  • Visa fees
  • Overseas airport departure charges payable locally
  • Porterage and hotel extras.
  • Holiday insurance.

The price of your holiday may be subject to surcharges and we may pass on to you additional charges resulting from increased transportation costs (including the cost of fuel), dues, taxes, airport security charges, landing taxes or embarkation or disembarkation fees at ports and airports or adverse fluctuations in the exchange rate.

We will not pass on any such charges occurring within 30 days of the scheduled start of your holiday or which would result in an increase of less than 2% in the total cost of your holiday (excluding insurance premiums or amendment charges). If the increase is more than 2% we will still absorb this increase and this will not be retained from refunds.

If the price of the holiday increases by more than 10% you may cancel your holiday and obtain a full refund (except for any amendment charges or insurance premiums paid). If you wish to exercise this right you must do this in writing to us within 14 days of the date of our revised invoice.

Changes and cancellations by you

Where you or any member of your party is prevented from travelling for any reason we will transfer your booking to another person provided that they satisfy all the requirements relating to your holiday and provided that we are notified in writing at least 28 days before the start of your holiday.

If you wish to make any other changes to your booking after we have sent confirmation, we will try but cannot promise to meet any request and it may be subject to the approval by our suppliers and payments of any additional costs. Any request must be made in writing by the person who made the booking at least 14 days before the start of your holiday.

We will charge an administration fee of £30 per person where a request for a change is received by us 60 or more days prior to the start of your holiday and £50 per person if received less than 60 days prior to the start of your holiday. This charge is non-refundable.

Name and date changes are not always permitted by airlines and may be treated by them as a cancellation and/or charge for the amendment, which will be passed on to you. Once an airline ticket is issued changes may result in your having to pay for the cancelled ticket and pay for a replacement at full cost.

If you or any member of the party wish to cancel a confirmed booking we require the person who made the booking to send to us written confirmation.

Our cancellation charges will apply (see the table 'Cancellation Charges' below). To compensate us for the cost of dealing with your booking and any other expenses and losses we may have. We will not refund to you any administration fees or insurance premiums made to us relating to your holiday if you cancel. Our cancellation charges increase the nearer the cancellation is made to the start date of your holiday as we may not be able to resell your holiday without making significant price reductions or at all.

Important: Some suppliers may have different cancellation policies and these will be advised to you before booking and we will confirm these on your booking confirmation or at the time of cancellation.

Cancellation charges

Number of days left before your due date of departure when your authority in writing is received by us Cancellation charge (expressed as a percentage of the total holiday price)
60 days or more 25%
59 - 43 days 50%
31 - 42 days 75%
30 days or less 100%

Important: If transport tickets have been issued at the time of cancellation 100% cancellation fees will apply to this element.

Changes and cancellations by us

We will do our utmost to deliver the holiday which we have contracted to provide to you. As we put in place the arrangements necessary to enable us to offer our range of holidays many months in advance, we may occasionally have to make changes and reserve the right to do so at any time.

Most changes are minor but if they are major we will tell you before confirming you booking or, if you have already booked, as soon as we are able to prior to the date of your holiday. 'Major' changes include:

  • Significant increase in the price (see Price section above)
  • The UK departure airport (a change between the London airports of Heathrow, Gatwick, Stansted or Luton will not amount to a major change)
  • The city/resort/place of destination
  • Your accommodation (except on tours/safaris) to a lower star grading
  • The scheduled departure time from the UK or the duration of your holiday by more than 12 hours.

If we have to make a 'major' change you will have one of the following options:

  • To agree the changes and accept their impact (including any on price)
  • To transfer to another holiday offered by us (subject to availability) of equivalent or superior quality
  • To transfer to another holiday offered by us (subject to availability) of lower quality and receiving a refund for any difference in price
  • To cancel your holiday.

If you accept the changes the least compensation we will pay you is:

Number of days before due date of departure that notification of a major change or cancellation by us is received Compensation payable by us (per person named in our booking confirmation or transfer accepted by us)
59 - 43 days £10
42 - 29 days £25
28 - 15 days £45
14 - 8 days £60
7 - 0 days £75

If we cancel your holiday you will be entitled to a refund of all monies paid by you to us (including all deposits and administration charges).

Occasionally we have to make changes to your holiday once your holiday has started. We will endeavour to organise suitable alternative arrangements at no extra cost to you and may pay you an amount in compensation. If suitable alternative arrangements are not available or are unacceptable to you for good reason then we will endeavour to make arrangements for you and members of your party affected to return to your place of departure at no extra cost to you.

Important: Compensation payments do not apply where any change is due to circumstances outside of our reasonable control, including industrial action, war, threat of war, civil commotion, terrorism, airport closure, changes in schedules of airlines, adverse weather conditions affecting any airport, sea port or other transport link, flight delays, police or security alerts, natural or nuclear disaster and health risks.

Limitations of our liability to you

We accept responsibility for ensuring the proper performance of your holiday using reasonable care and skill but will not accept responsibility:

  • If you or any member of your party is at fault
  • If the failure is the fault of someone who is not concerned with our providing the holiday
  • Anything which is beyond our reasonable control (see definition above) or that of our suppliers or their agents
  • For the acts and/or omissions of our employees, agents, sub-contractors and suppliers who have acted outside our authority.

Our liability in all cases shall be limited to a maximum of 3 times the total cost of your holiday (including deposits and administration charges) excluding any personal injury suffered by you or of your party as a result of our failing to perform, or the improper performance, of the services involved in your holiday and is subject to the limitations below.

Our liability is limited in accordance with any limits or exclusions in accordance with any international convention which generally limits the liability of transport operators. These include the Montreal Convention (as amended) and European law, which limit the liability all carriers.

Unless we have expressly agreed to, we will not accept liability for any consequential or indirect losses arising from your holiday.

Our suppliers and local representatives are instructed not to act as our agents in booking any activities except for those booked directly through us. They do not act as our agents when offering such assistance and we do not accept any liability for these activities.

We do not accept responsibility if you or a member of your party suffers death, illness or injury during your holiday arising out of an activity which does not form part of your travel arrangements with us or as a result of an excursion arranged through us. We will, at our discretion, offer assistance up to a maximum of £5,000 provided we have confirmed that we are willing to provide assistance in writing. If you bring a successful action against a third party or you are covered by insurance for anything we provide assistance for, we will be able to recover from you the cost of any assistance we have given to you. If you are considering legal action against a third party and you would like our assistance, you must provide us with full details and obtain our consent before commencing of any proceedings.

Special requirements

If you have any special requirements (dietary or otherwise) you must inform us of these at the time of booking so that we can confirm if we can accommodate the request and pass these onto our suppliers. We cannot guarantee that we will be able to meet your requirements. We are not a specialist disabled holiday company but we will do our best to cater for any special requirements you may have

Your Responsibilities

  • Visa, passports and vaccinations - It is your responsibility to ensure that you and all persons travelling with you have valid passports, appropriate visas and vaccinations. Women 28 weeks or more into pregnancy on the date of the return travel must have a doctor's certificate confirming that they are fit to travel (note suppliers normally require certification at 32 weeks). We are not liable for any costs, delays or illness resulting from your failure to meet these requirements.
  • Medical - You are responsible for ensuring that we are advised of any existing medical conditions or disabilities which may require assistance before you book your holiday or, if newly diagnosed, before the date your holiday starts so that we can pass these details on to our suppliers in good time. We will not be liable if any carrier refuses to accept you or any member of your party as a passenger as a result of any medical condition or disability.
  • Behaviour - You are responsible for your behaviour and any members of your party. We and our suppliers reserve the right to refuse boarding or travel and to remove you and/or any member of your party from any transport, accommodation or part of holiday if you or any member of your party is drunk; under the influence of drink or drugs; is reasonably believed to be in possession of unlawful drugs; are behaving violently, disruptively, dangerously or irresponsibly; act in a manner which presents a risk or is causing a nuisance or annoyance to others. No refunds will be made, no compensation paid and no costs or expenses incurred by you reimbursed or recoverable from us in any of the above circumstances.
  • Insurance - You must be insured You are required to have insurance cover either organised through us or with another insurer offering at least the equivalent cover before we will accept your booking. None of the activities included in any of our tours can be deemed to be of a hazardous nature, i.e. of the type normally excluded from any travel insurance cover. If you make your own insurance arrangement we advise that you check the policy to confirm that it covers all the activities booked. While on holiday if you choose to take part in an activity which was not booked with us we will not accept any liability for any losses including death or injury. It is essential that you ensure that you and your party are covered under the terms of your own travel insurance.

Passports and Visas

All United Kingdom citizens over the age of 16 require a 10 year passport and if under 16 years a 5 year passport and these must be valid for at least 6 months after the date of you return from holiday. You should allow at least 6 weeks to obtain a passport and you may be required to attend an interview in order to obtain this.

A visa may also be required and this information is provided in our brochure for individual countries or we will provide information to United Kingdom citizens in writing before a booking is confirmed. Visa requirements are subject to change at short notice and you should check the latest requirements yourself before your holiday. It will be your responsibility to obtain the relevant Visa. If visiting more than one country you may require multiple visas.

If you are a national of another country you should check with your embassy of high commission.

Health Advice

Some countries require compulsory vaccinations against certain diseases (including anti-malarial precautions) and these are set out in our brochure or we will advise you in writing before we confirm your booking. You should check the requirements yourself before travelling to ensure there has been no change. Other countries have recommended inoculations. You should check with your GP or local clinic prior to travelling and any inoculation or course of medication may have to be taken some weeks before to travel to be effective.

Flights

  • We have no control over the allocation of seats even if these have been pre-booked
  • Some airlines have partner airlines and the flight may be on a plane operated by a different carrier than appears on the booking confirmation
  • Airline schedules can change on short notice and we will try to advise you of this where we have prior notice
  • Any flight delays are the sole responsibility of the airline concerned
  • Direct flights do not involve a plane change but may involve refuelling stops en route
  • If your flight is cancelled, delayed or you are denied boarding while your are travelling in the EU or by an EU carrier you may have rights under EU law to claim compensation.

Brochure accuracy

We make every effort to ensure the accuracy of the information in our brochures or supplied to you. However, since printing details may change and certain facilities may not be available outside the peak season, meal plans may alter or certain facilities may not be available due to maintenance. We will tell you about any changes that we know about before we confirm your booking to you.

Complaints

If you feel that any part of your holiday arrangements is not provided as we promised, you should notify the airline (if relevant), our supplier and/or our appointed local representative (if we have one) or ourselves as soon as possible. If we are unable to resolve any dispute before you return from your holiday you must provide us with written details within 30 days of your return. Any delays in advising us can make it difficult for us to investigate the complaint fully.

Other bookings

Where we do not provide you with a package holiday (as defined above) and you book and pay for services separately at different times we only as a booking agent for the suppliers (for example airlines, hotels, insurance, car rental agencies) and your contract will be directly with the supplier. We have no responsibility for the services provided and take no liability for the booking (including death or personal injury).

The relevant service provider’s terms and conditions will apply to the booking and these will be available on request. If you have any difficulties you should contact the supplier directly although, if you are unable to contact the supplier, we will try to assist you in whatever way we can.

Data protection

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 will not pass on such data to third parties except where necessary to provide you with your holiday unless authorised by you. You consent to this information being supplied to our suppliers (including hotels, airlines, insurers and transport companies and any necessary public authorities). This information may include information about any disabilities, dietary requirements or your religion and may be transferred abroad.

We may use your data to notify you of our services, offers and promotions from time to time and if you do not wish us to receive this information you please tick the box on our booking form or notify us at any time.

If you wish to find out more about the personal data we hold about you we can supply a copy of this for a small charge.

Contact us

If you wish or need to contact us then please write to Dream Escape Limited, 23 Mitchell Street, Edinburgh, EH6 7BD, e-mail us at info@dreamescape.co.uk or call on +44 (0)845 260 1085