General Terms & Conditions

Holidays booked through Orlando1st operating as a retail Travel Agency are governed by these conditions and our Website Notice Legal Terms & Conditions

Please read them carefully. Should you require any clarification of these Terms and Conditions, please ask your Sales Consultant at the time of booking.

1) Your Contract

a) Your holiday arrangements are booked through Sunshine Cruise Holidays Ltd, trading as Orlando 1st. Our registered office is at Building Two, Aviator Park, Station Road, Addlestone, Surrey, KT15 2PG. and our registered company number is 03931005. We are retail members of the Travel Trade Association (TTA), membership number R7942. We act as a booking agent for suppliers of cruises,flights, holiday accommodation and other services. Please read these booking conditions carefully as you will be bound by them.

b) Your contract is with the suppliers of the services and your booking is subject to the supplier’s terms and conditions. As we are acting as agents, or sub-agents, for these suppliers we accept no liability for any failure in the services or any loss of any nature suffered by you as a consequence of using the services.

c) You agree to submit to the jurisdiction of the English Courts in any matters that fall within the scope of the agency responsibility of Sunshine Cruise Holidays Ltd.

d) When you make a booking you confirm that you have the authority to accept and do accept, on behalf of your party, the terms and conditions set out below. A booking can only be made by a person aged 18 years or over.

2)Supplier Conditions

a) Please note that all bookings are subject to the supplier’s conditions of booking which can be found on the supplier’s websites or obtained on request from our office. These contain limitations and exclusions of liability to any person who travels with them. They should be read carefully as you are bound by them. We will ask you at time of booking to confirm your agreement to these terms.

b) Any accommodation and amenities are as described in the supplier’s brochures or on their websites and therefore any changes made are subject to their booking conditions.

c) The suppliers reserve the right to change itineraries and details. All flight timings are provisional and could be subject to change by the supplier. We will endeavour to inform you of such changes, but do not accept any responsibility for such changes.

3)Making Your Payment

a) You will need to pay a deposit, as required by your contracted supplier(s), plus any booking fees and insurance premiums at the time of booking and the balance of your holiday must, unless otherwise advised, be paid at least 12 weeks prior to departure. For late bookings i.e. normally within 12 weeks of departure or where the supplier requires full payment you will be asked for a higher deposit or the full payment at time of booking  [A Late booking fee may be added if required by the supplier of your travel arrangements]

b) All travel arrangements are subject to availability at the time the booking is made. Your booking will be confirmed once initial payment has been received and a confirmation has been sent via mail,email or our internet booking system. You are reminded that should you choose to cancel or amend your booking, you will be liable for any additional administration fees levied by both the supplier(s) and Sunshine Cruise Holidays Ltd (see 8 below).

c) The person making the initial booking guarantees payment to Sunshine Cruise Holidays Ltd of the total amount due on behalf and with the consent of all other persons who are party to the booking.

d) All payments must be made in pounds sterling and all cheques must be drawn on a UK bank and made payable to Sunshine Cruise Holidays Ltd. MasterCard and Visa credit card payments are subject to a card fee surcharge of 2% of the value of transaction. Payment by American Express is subject to a card fee of 4%.There is currently no charge for payment by Delta or Switch debit card issued by a UK bank. We reserve the right to change these surcharges should our card processors increase or decrease their charges to us or if VAT becomes payable on these charges.

4)Prices and Accuracy of Promotional Material

a) All information contained in any of our promotional material, e.g. brochures, advertisements, mail shots, websites and e-shots, is based on information available at the time of publication. Every effort is made to keep our websites up to date but tour operators are continually updating their information so we cannot guarantee that our websites reflect the latest changes. We cannot include all the information relevant to the tour operator’s holidays being promoted so it is important that you read their current brochure or visit their website for further details. We reserve the right to change any information before your booking is confirmed and the amended information will then form part of your contract with us. Whilst every effort is made to ensure the accuracy and prices at the time of printing, regrettably errors do occasionally occur. We reserve the right to correct errors prior to confirming your booking.

b) Gratuities may vary from operators. Sunshine Cruise Holidays Ltd will try to advise of operators gratuities policy but can not be held responsible for any third party compulsory charges. For up to date information on gratuities please refer to relevant operator's latest brochure or website.

c) If an additional discount is given by Sunshine Cruise Holidays Ltd it is generally based on the Suppliers selling price. Subsequent changes to your booking e.g. a part cancellation or use by you of a Tour Operators voucher to part pay a booking may affect the amount of discount we give you.

5)Your Tickets

a) Tickets and travel documents are normally supplied 7 to 10 days prior to departure. If you do not receive your tickets 7 days before departure please contact us using the contact details provided below. Please check your travel documents carefully upon receipt, and advise us immediately of any error. If you have any further queries, please contact our Customer Services Dept on 0161 877 8559 or e-mail us at customer.services@orlando1st.co.uk

6)Travel Insurance

a) It is a condition of booking with every supplier that you must have adequate travel insurance to ensure that you are adequately covered against unexpected cancellation charges prior to departure and events occurring during your holiday.

b) If you make alternative insurance arrangements, we reserve the right to view details of your insurance cover (insurer and policy number), as we may have to pass this information on to the suppliers. It is your responsibility to ensure that you are adequately insured throughout your holiday.

7) Special Requests

a) Special Requests such as (but not limited to) assigned seat number requests, special meal requests or rooming requests will be passed on to the relevant supplier but cannot be guaranteed by Sunshine Cruise Holidays Ltd.

8) If You Cancel

a) Your booking can be cancelled subject to payment of the cancellation charges which will be levied by the suppliers. The level of cancellation charge payable is dependent upon how far in advance of the departure date you cancel your booking. Please see the relevant supplier’s terms and conditions for details of these charges. All cancellations must be made in writing by the lead name in your party to:-
Customer Services
Sunshine Cruise Holidays Ltd
209-215 Broadway
Pacific Quays
Salford
Manchester M50 2UE
United Kingdom

b) You should also be aware that in some cases, airlines and other suppliers treat any changes made as a cancellation and you may be asked to pay up to 100% of the ticket cost should you wish to make any changes after your booking has been confirmed.

For guidance only, typical cancellation charges are likely to be as follows:

c) (please note the date of the cancellation will be taken as the day we receive the cancellation in writing as opposed to any telephone contact):

1.      Cancel more than 84 days before departure – loss of deposit;

2.      Cancel between 84 and 30 days before departure – loss of 50% of total cost;

3.      Cancel less than 30 days before departure – loss of 100% of total cost.

d) Any cancellation charges may be recoverable through your travel insurance. Please check your insurance policy for more information.

e) If you wish to amend your booking this may be possible but will be subject to the policies of the suppliers of your travel arrangements. Any additional costs including any administration fees charged by the suppliers and by Sunshine Cruise Holidays Ltd will need to be paid before any change is confirmed. Please note that some suppliers will treat amendments as a cancellation of the original booking and charges will apply as detailed above.

9)Alterations to Your Booking by the Supplier

a) Unfortunately, we cannot control or prevent changes implemented by our suppliers. Should a change occur we will endeavor to minimise the inconvenience you may experience. We cannot however offer any compensation. Again, please refer to the booking conditions of the Supplier.

10) If You Have a Complaint

a) If you have a complaint regarding any part of your booking, please contact the supplier of the service in question at the earliest opportunity. Any complaint letters sent to us on your return will be directed to the relevant supplier responsible for providing your booked arrangements.

b) Should you have a complaint about any aspect of the service provided by Sunshine Cruise Holidays Ltd please write to our customer services department within 28 days of returning to the UK who will in turn investigate your complaint.

11)Data Protection

a) For the purpose of the Data Protection Act 1998 we, Sunshine Cruise Holidays Ltd, are a data controller. In order to process your booking, we need to collect personal details from you. These will include, where applicable, the names and addresses of party’s members, credit/debit card or other payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen booking and any dietary restrictions which may disclose your religious beliefs. If we need any other personal details, we will tell you before we obtain them from you. In order to process your order we will share your information with the airline, hotel, car rental agency, or other involved third party or supplier. We will provide only the personally identifiable information necessary to ensure the successful fulfillment of your travel arrangements. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.

b) We have appropriate measures in place to protect the personal details you give us. Where your travel arrangements are to take place outside the European Economic Area, (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not however pass any information on to any company and/or organisation not responsible for providing any part of your travel arrangements. Where you provide us with personal details relating to any special requirements and/or details of any illnesses, disabilities or religious requirements, you consent to this information being passed onto any organisation or companies responsible for any part of your travel arrangements whether in the EEA or not. If we cannot pass this information to the relevant suppliers, we cannot process your booking.

c) We are entitled to assume you do not object to our doing any of the things mentioned above unless you tell us otherwise in writing. You are generally entitled to ask us (by letter or e-mail) which details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. In limited circumstances we are entitled to refuse your request. Except where expressly permitted by the Data Protection Act 1998, we will only deal with the personal details you give us as set out above unless you agree otherwise. For example, if we wish to use any of your personal details for marketing purposes, we will tell you this when we ask for your details and give you the opportunity to say no if you do not want us to do so.

12)Our Liability to You

a) We act only as an agent for the ultimate service provider concerned and your contract for your holiday arrangement is directly with the service provider. We accept no liability in relation to the service itself or for the acts or omissions of the service provider concerned. Please note that all bookings are also subject to the Supplier’s conditions of booking. These contain limitations and exclusions of liability to any person who travels with them.

b) Sunshine Cruise Holidays Ltd is not a tour operator and there will not be a Sunshine Cruise Holidays Ltd representative on location. We would advise you to contact the relevant supplier, e.g. tour operator, directly should any problem or complaint arise, ensuring that you take the contact numbers with you when you travel.

c) When booking with Sunshine Cruise Holidays Ltd your flights and accommodation, or any other services you may choose to book with us, are unrelated to each other and are likely to be arranged and provided by different suppliers. We will notify you at time of booking or before travel of the suppliers providing your chosen holiday arrangements.

13)Passport, Visa & Immigration Requirements

Your specific passport, visa and health requirements and compliance with other immigration regulations are your responsibility and you should confirm these with the relevant embassies and/or consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, health or immigration requirements. Information on current travel requirements and restrictions can currently be found by visiting http://www.fco.gov.uk/knowbeforeyougo.

14) ATOL

The Package Travel, Package Holiday and Package Tours regulations 1992 require us to provide security for the monies that you pay for the package holidays booked through our company and your repatriation in the event of our insolvency. We provide this security by way of a bond held by the Civil Aviation Authority. Our ATOL number is ATOL 6777. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad, and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk.