Specialists in Orlando villa holidays

Terms and Conditions

  1. Accommodation Terms & Conditions
  2. Attraction Tickets Terms & Conditions
  3. Pool Heating Terms & Conditions
  4. Sat Nav Rental Terms & Conditions
  5. Reserve Booking Terms & Conditions
  6. Mobility Scooter Hire Terms & Conditions
  7. Car Hire Terms & Conditions

1. Accommodation Terms & Conditions

These terms and Conditions ("Agreement") are entered into between the Party Leader (hereinafter referred to as the "Client" and also has "you" or "your") and Debbie's Villas (hereinafter referred to as the "Service provider" and also as "we", "our" or "us"). Client and Service provider shall hereinafter collectively be referred to as the "Parties" and individually as the "Party".

All correspondence and documents are sent to the party leader, who is responsible for all payments on the booking, for ensuring that party members are kept informed of booking details and for any cancellation charges. The party leader must be at least 18 years of age at the time of placing the booking.

Please check the confirmation and any other documents carefully, immediately on receipt. You must notify us within 7 days of issue if any details are incorrect.

A contract between the service provider and the Party Leader will come into existence when both a deposit has been paid (or full payment within 8 weeks of departure) and we have dispatched our confirmation invoice.

A deposit of £100 or 20% of the total rental cost, whichever is greater, is payable immediately. If you book within 8 weeks of departure the full amount is due at the time of booking. Your deposit is non-refundable in the event of cancellation and other conditions may also apply. These will be advised at time of booking. The balance of your holiday cost is due not less than 8 weeks prior to departure, as shown on the confirmation invoice. If all payments are not made by the due date, we reserve the right to treat your holiday as cancelled by you and a charge of up to 100% of the final invoice total may be levied.

We reserve the right to increase/decrease the prices of properties advertised at any time. As our properties are located in different countries, we have to deal in the local currency - therefore we convert this into GBP using the current exchange rate. The cost of your chosen accommodation will be confirmed at time of booking. Once your reservation has been confirmed any future increases in costs will not be applied to your booking.

Should you amend the booking after it has been confirmed, we reserve the right to increase the costs to those currently advertised.

Our homes are located in residential areas. Parties that exceed the number of people allowed in each home are forbidden.

Check-in time is strictly 4pm and check-out time is strictly 10am. Anything outside of these times must be confirmed in writing prior to arrival and a fee may be payable. Entering the property earlier, or staying beyond the agreed check-out time, is not allowed and the local Management Companies could call law-enforcement agencies to assist them if you disregard these times.

On your arrival, it is in your party's interests to check the property for damages and breakages. If any damages or breakages are found please take photographic evidence and notify the Management Company. After occupying the villa for 24 hours you will be liable for any damages or breakages. The property will be checked immediately after guest departure. Should any breakage or damage occur during your stay, you must notify the Management Company immediately. Should the cost of repair or replacement be your responsibility, the Management Company will advise you and will expect the costs to be settled during your stay. We will be notified in this event.

If you change your holiday arrangements we will do our best to help you, but you must first send a written request to do so. Any changes made become effective when we have given you written confirmation. An administration fee will be chargeable immediately.

If you wish to cancel your holiday, you must notify us in writing. Cancellation will become effective from the date it is received at our reservations office. A cancellation notice will be issued as soon as possible. Cancellations made after the deposit has been paid, but before the balance is due, will result in the loss of the deposit. Cancellations made after the balance has been paid and with less then 8 weeks to go before the start of the holiday will result in the loss of all monies paid.

Parents must supervise children at all times, particularly in the pool area, and when accessing the villa via an uncarpeted area. Glassware at the poolside is prohibited. It is an unseen danger to you and others.

Occasionally we have to make changes to, and correct errors on, our website and other details, both before & after bookings have been confirmed and to cancel confirmed bookings. Whilst we always try to avoid changes & cancellations, we reserve the right to do so.

Most changes are minor. Occasionally, we have to make a major change. Within the holiday industry, property owners can occasionally change management companies or decide to sell their property, which may cause it to be unavailable. This is totally unavoidable and an industry-wide problem. Although this is a rare occurrence, if it does happen we will act swiftly in order to remedy the situation. If we do have to make a major change to your booking, we will tell you as soon as possible and you will then have the following options: A. accepting the changed arrangements as offered by us, or B. cancelling, in which case you will receive a full refund of all monies you have paid to us. You must tell us which option you wish to take within 2 days of our offer of the alternate accommodation. If after 2 days, you have not contacted our reservation office we will book a replacement property for you.

In the unlikely event that you have a complaint whilst on holiday, you must immediately inform the Management Company. (Details of which will be given to you in the final confirmation letter once the final balance has been received.) This gives us the opportunity to put thing right for you straight away. If you are not completely satisfied with the solution offered or provided, you should immediately put your complaint in writing to us. We will endeavour to resolve the matter quickly and amicably for you.

However, if you make a complaint to us after your stay in the property has ended and you have not previously highlighted the issues to us or the Management Company when in the property, we will unfortunately not be able to deal with your complaint as 1) you have not given us the opportunity to rectify matters during your stay 2) It will be very difficult to corroborate your complaint as new customers may already be in the property.

Guests and their party are recommended to take out adequate travel insurance. We, the owner of the property themselves and the Management Company cannot be held responsible for any accidents, theft, illness, injury (including animal or insect bites) or damages that may occur to the guest or their party. It is the guest's responsibility to protect the property and its contents against damages, theft or loss, as well as their own property. All such incidents should be reported to the local Management Company immediately so a record can be kept.

In the event you do suffer injury or illness whilst on holiday unconnected with arrangements made by us, we will endeavour to offer help and guidance and any assistance we can, provided you contact the Management Company responsible for the property.

If, in the opinion of any person in authority you appear to be unfit or are likely to cause disturbance or damage to the rental property, we reserve the right to terminate your holiday arrangements with us. We also reserve the right to cancel any booking made under false pretences, for groups exceeding the maximum occupancy of the villa or for other legal reasons.

Florida is a rapidly expanding growth State and therefore construction may occur in or around the development in which your home is located. We have no control over this, and accept no liability for any inconvenience or disturbance that may be caused by such construction. We will not be liable to make alternative arrangements for accommodation nor will we cover any costs you incur or make any refunds.

We cannot and do not accept responsibility for any cancellation, alteration, or amendment to your booking brought about by way of: riot, civil strife, industrial dispute, natural and nuclear disaster, fire, adverse weather conditions, technical problems, closure or congestion of airports, cancellations or changes of schedules by airlines and similar events beyond our control.

We are a member of ABTA which means you have the benefit of ABTA's assistance and code of conduct. Any product you book with us is covered by ABTA's scheme of financial protection. You can find out more from ABTA's website https://www.abta.com.

By placing a reservation with us, you are deemed to have accepted our terms and conditions.

All contracts with us are made subject to the terms of these booking conditions and are governed by English laws and the exclusive jurisdiction of the English Courts.

Terms and conditions are correct at time of booking, but are subject to change without notice.

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2. Attraction Tickets Terms & Conditions

These terms and Conditions ("Agreement") are entered into between the Party Leader (hereinafter referred to as the "Client" and also has "you" or "your") and Debbie's Villas (hereinafter referred to as the "Service provider" and also as "we", "our" or "us"). Client and Service provider shall hereinafter collectively be referred to as the "Parties" and individually as the "Party".

We have no control over the experiences/attractions/tours that we feature either online or in printed material. All details and descriptions published by us are for guidance only. We endeavour to ensure that all information and prices on our website and printed material are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances.

Pricing:

The prices quoted on our website and in our printed material are correct at that time, but sometimes it is necessary to change these without notice. The price of your tickets will be confirmed at the time of booking. Once you have paid for your tickets in full or paid a deposit on a booking, we will not increase the price of your tickets. Persons ordering tickets must be over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.

Confirmation:

Once a payment has been made for your tickets we will issue a confirmation of booking. It is your responsibility to check this confirmation, and to urgently advise us if there are any errors or omissions. We will not accept liability for any matter arising as a result of such error or omission if you fail to do so. Alteration or cancellation of the booking by you once a confirmation of booking has been issued will be subject to the charges outlined in the 'if you change or cancel your booking' section below.

If you change or cancel your booking:

If you wish to change or cancel your booking after the confirmation has been sent you should contact us immediately and we will try to meet the request. If we are able to make the change requested, a non-refundable administration fee will be payable, 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 these costs might be more expensive the closer to the date that arrangements are to take place so you should contact us as soon as possible.

If you wish to cancel your ticket order with us more than 8 weeks prior to your arrival date then any money you have paid, except the deposit, will be returned to you, less any administration fees or costs charged by the supplier. Ticket orders cancelled within 8 weeks of arrival date will result in the loss of all monies paid. All bookings for Discovery Cove are subject to 100% cancellation fees once we have confirmed the booking to you. There can be no refunds or amendments (for example from Swim to Non Swim) or cancellations unless there has been an error by us.

If we change or cancel your booking:

On occasion it may be necessary to amend certain arrangements or cancel them (for example, certain tours and experiences require a minimum number of participants before the tour/experience can take place and if this number is not reached the arrangements will be cancelled). We reserve the right to amend or cancel arrangements at any time. If we have to make a major change or cancel your arrangements, we will tell you as soon as possible and if there is time to do so before the arrangements are due to start, we will offer you the choice of accepting the changed arrangements, having a refund of all monies paid in respect of the changed or cancelled element or accepting an offer of alternative arrangements. You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative arrangements.

The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of any change or cancellation. The above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time or where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.

Force Majeure:

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned's control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.

Our Commitment:

We have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers with reasonable care and skill, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

Our only obligations to you in relation to bookings we make for tickets or vouchers to enable entrance/access to particular attractions or theme parks (other than those which are expressly set out in these conditions) are to take your booking in accordance with your instructions and provide you with a ticket or voucher to enable entry/access to the arrangement(s) in question. We cannot accept any liability for the provision of the arrangements themselves which are provided by the suppliers of those arrangements or for the acts or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors. The terms and conditions of the supplier concerned will apply to the arrangement(s) in question. Copies of those terms and conditions are available on request.

Liability:

We will not be responsible:-

(i) where the arrangements cannot be provided or cannot be provided as described due to circumstances beyond ours or the applicable supplier's control;

(ii) where you incur any loss or damage that relates to any business activity; or which could not have been foreseen at the time you made your booking in the light of the information you gave to us at the time of booking;

(iii) for any information about the arrangements that we pass on to you in good faith;

In the event that we are found liable to you under these terms, our maximum liability to you is limited to the cost of the attraction ticket (or the appropriate proportion of this if not everyone in your party is affected).

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Conditions of Suppliers:

The services which make up your booking are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

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3. Pool Heating Terms & Conditions

These terms and Conditions ("Agreement") are entered into between the Party Leader (hereinafter referred to as the "Client" and also has "you" or "your") and Debbie's Villas (hereinafter referred to as the "Service provider" and also as "we", "our" or "us"). Client and Service provider shall hereinafter collectively be referred to as the "Parties" and individually as the "Party".

The pool heaters will not heat the pool to 'bath' temperature, but will take the chill out of the water. Very often during the cooler months of the year the pool may still feel 'fresh' but it will not be icy cold.

Pool heaters maintain a water temperature of about 10°F above the actual air temperature, with a maximum of approximately 85°F. An 80°F water temperature will still feel 'fresh' when the outside temperature is in the high eighties. The majority of pool heaters operate for 12 hours each day at the same time as the pool pump is running. They do not operate 24 hours per day. For this reason the pool will feel a little cooler first thing in the morning and will take some time to reach its maximum heat.

Under normal weather conditions the temperature will be around 75°F. However, when the outside temperature drops below 55°F the heater will automatically switch itself off to prevent overheating through constant use. As soon as the temperature rises above 55°F the heater will resume. This does mean, however, that the pool will not be as warm as usual. As this is completely beyond our control and the pool heater mechanism is working to constantly check the outside temperature, a refund will not be given under these circumstances.

Some pools have blankets which are giant bubble wrap covers. In order for the pools to maintain their heat when not in use the blanket must be placed bubble-side down on the surface of the pool.

Guests are not permitted to touch the pool heater controls and in doing so will forfeit any payment made. Any problems should be reported immediately to the local management company.

Pool heating complaints and requests for refunds must be made during the holiday. This is purely because we have no way of validating any claim that the water wasn’t hot enough or that the heater wasn’t working. If you feel it isn’t working during your stay then report it immediately so that the local management company can look into this so that you can fully enjoy the pool – or get it turned off so that you can get a refund for unused days.

Please note that if you book pool heating directly with the management company (i.e. you pay them for this service), we are unable to deal with any pool heating complaints you may have as you would need to contact the management company directly for this.

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4. Sat Nav Rental Terms & Conditions

These terms and Conditions ("Agreement") are entered into between the Party Leader (hereinafter referred to as the "Client" and also has "you" or "your") and Debbie's Villas (hereinafter referred to as the "Service provider" and also as "we", "our" or "us"). Client and Service provider shall hereinafter collectively be referred to as the "Parties" and individually as the "Party".

We use Royal Mail Special Delivery to deliver your Sat Nav. A prepaid return envelope will be included. In the event of Royal Mail strike action alternative postal arrangements will be made. Sat Nav bookings will only be accepted from UK customers.

All equipment is the responsibility of the renter. You are responsible for the return and safety of the equipment. This means you are financially responsible for the equipment in the event of loss or damage of the unit and/or any components.

All Sat Navs are loaded with the latest available USA maps from the manufacturer. Sometimes customers have downloaded updates, we cannot be held responsible for the accuracy of these maps.

Unless contacted immediately it is assumed the Sat Nav was delivered in working order and all items included.

The Sat Nav unit should be returned within five working days of your return to the UK. This is to ensure our next customer receives the Sat Nav in time for their holiday. Failure to return the Sat Nav on time may lead to a late payment fee of £25 per week or part of.

By placing an order to hire our Sat Nav unit you are agreeing to the terms and conditions laid out.

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5. Reserve Booking Terms & Conditions

These terms and Conditions ("Agreement") are entered into between the Party Leader (hereinafter referred to as the "Client" and also has "you" or "your") and Debbie's Villas (hereinafter referred to as the "Service provider" and also as "we", "our" or "us"). Client and Service provider shall hereinafter collectively be referred to as the "Parties" and individually as the "Party".

The villa you have selected will be held on our system for you for a maximum of 24 hours.

Should you wish to proceed with this booking then you can do so by following the link in the booking email we have automatically sent you. This will take you through to the payment stage where we require 20% of the cost or £100, whichever is greater.

Should the start date of your booking be within 8 weeks, the whole amount is payable now.

If you have changed your dates, or no longer require this villa, then you can automatically release the dates and cancel the booking by following the links provided in the booking email as well.

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6. Mobility Scooter Hire Terms & Conditions

These terms and Conditions ("Agreement") are entered into between the Party Leader (hereinafter referred to as the "Client" and also has "you" or "your") and Debbie's Villas (hereinafter referred to as the "Service provider" and also as "we", "our" or "us"). Client and Service provider shall hereinafter collectively be referred to as the "Parties" and individually as the "Party".

Mobility scooter hire can be added to your booking as an optional extra at any time. No additional licence or insurance is required to use a mobility scooter during your holiday, but you are responsible for any damage or injury to yourself, other people, property, vehicles or the mobility scooter itself, no matter how it was caused. Your property breakage insurance does not cover any costs associated with damage or injury caused as a result of using the scooter.

The mobility scooter will be checked, the battery will be charged and it will be in your holiday accommodation prior to your arrival. The mobility scooter dismantles into several pieces for ease of travel. The battery is removable and chargeable (overnight is usually advised so you are ready to head off the next day). You will be given full operating instructions and the contact details of a local representative should you require any assistance. The weight limit is 23 stone (322lbs/146kg)

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7. Car Hire Terms & Conditions

These terms and Conditions ("Agreement") are entered into between the Party Leader (hereinafter referred to as the "Client" and also has "you" or "your") and Debbie's Villas (hereinafter referred to as the "Service provider" and also as "we", "our" or "us"). Client and Service provider shall hereinafter collectively be referred to as the "Parties" and individually as the "Party".

When you collect your car, you will also be required to enter into a contract with the individual car rental supplier which contains your responsibilities in relation to the rental vehicle. You should satisfy yourself that you understand and agree to those terms and conditions before you accept your car, as you will be legally bound to the supplier under that contract. *A copy of the standard Rental Agreement used by the supplier in the country where you are hiring your vehicle can be supplied to you before you make your booking if you should request it.

Our Prices

Our car rental prices are correct at the time of publishing on our website. Prices shown are for the group of car (see below) and requested rental period. We reserve the right to alter any of our advertised prices at any time before your contract is confirmed. You will be advised of the current rental price together with the cost of each optional extra that you choose, before your contract is confirmed. (Note that where seasonal rates apply, the rate will be the rate applicable on the date of collection, even if the period of hire extends into another season, unless otherwise advised.)

What is included

Our prices include unlimited mileage (excluding certain types of vehicles in some locations advised at the time of booking as per our website), collision damage waiver, third party insurance cover (including supplementary liability insurance in the USA, unless requested otherwise), theft protection insurance, any airport surcharges and all applicable government and/or state imposed taxes (plus bail bond in Spain).

What is excluded

All charges and taxes payable directly to the car rental supplier on collection of your vehicle and which include, without limitation, fuel, special request items (such as roof racks and child/baby seats), any additional drivers and/or young driver surcharges, and any local charges for delivery and collection out of hours or one way airport fees, as these vary according to the location of the collection point. We will advise you of additional charges and taxes when you make your booking;

Making a booking and payment

Bookings may be made online or by calling our Reservations department or online. You must pay a deposit at the time of booking, with the balance of the total price for your car rental, including any optional extras, being due to us 8 weeks before the scheduled vehicle collection date. Bookings made 8 weeks or less before the collection date must be paid in full at the time of booking. If we do not receive your balance by the due date, we may cancel your booking and keep your deposit.

Your booking is confirmed and a contract between us exists when we issue our confirmation invoice, provided that you have made the booking payment due to us. Please check your invoice carefully and report any incorrect or incomplete information to us immediately.

You must ensure that the lead driver name is the same as shown on your driving licence and that the age is correct at time of vehicle pick up

Payments must be made by bank transfer or debit/credit card. Payments for bookings online are made via our secure payment site.

Your responsibility for your booking:

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required, and for receiving the confirmation and keeping your party informed.

You must advise us of your age and the ages of any additional drivers when making your booking. Minimum and maximum age limits vary according to the terms of the local car rental supplier. These will be cleary displayed on our website for each car and supplier. Usually drivers must be 21 years or over with at least 12 months’ minimum driving experience and in some countries there is an additional surcharge payable locally for drivers under 25 years.

Drivers must hold and produce on the collection of their rental car an original full and clean driving licence from their country of residence for at least one year (some car rental companies may require up to 3 years depending on the vehicle type). No photocopies are accepted. In some cases an international driving permit may be required. A car rental supplier may refuse to rent a car to a person with endorsements on their licence or who, in their opinion, is unfit to drive or does not meet eligibility requirements. No refunds will be given for rentals rejected due to non-production of a driving licence or non-disclosed endorsements.

Your rental car

All rental cars that we arrange with our suppliers are subject to availability. Cars are classified in groups based on the specifications of the car (e.g. “Ford Fiesta or similar”) and so when you make a booking with us, we may arrange the supply of a different make, model or fuel type to the car shown on your booking, as long as the vehicle has a similar size and specification.

At the time of collection the renter (lead driver) is required to sign a contract/rental agreement with the local car rental company. Please ensure you have read this contract fully and have checked with the supplier if you are unsure of any details. Once signed, the renter accepts the terms and conditions of the company and we have no liability under that agreement.

The rental vehicle has been booked based on the information given by you at the time of booking. If you decide to upgrade locally you are liable for all upgrade charges. Please ensure that you read all documentation thoroughly before signing.

Additional items such as baby/child seats, roof racks, ski racks, snow chains, satellite navigation and consoles, are subject to availability and cannot be guaranteed at any time. In most cases a small charge will be made and may be subject to local taxes and surcharges. This is payable to the supplier on collection of the car.

Amendments to your booking

After our confirmation has been issued, any requests for changes must be sent to us in writing by the person who made the booking. We will do our best to try to arrange your requested changes with the supplier; however, we cannot guarantee that we will be able to make the changes requested as they will be applicable at the time of change. We don’t charge amendment fees outside of 72 hours before collection, after this time the booking will be classed as a cancellation and rebook. Please note some suppliers do not allow amendments and ask you to cancel and rebook, if this is the case we will advise you and the new advertised price will be applicable but we will try and assist where we can.

Cancellations by you

If you want to cancel your booking at any time before the car hire commencement date, the person that made the booking must send an email to us quoting your booking reference. Your cancellation will take effect from the time we receive your communication. All cancellations will result in the loss of the deposit paid or, if cancelled after the balance has been paid, but before 72 hours of the vehicle collection time, 50% of the rental cost, plus an admin fee of £25, will be forfeited.

We will have no liability to provide a refund if the supplier does not provide the rental car to you because you fail to produce the necessary documents on collection, if you don’t have a credit card or are refused a rental due to the fact they have a DNR in place or if you return the car before the agreed drop-off date. Please note if you don’t arrive to collect your car no refund will be made and the rental will be charged at 100% fee. If in the case you are delayed you need to contact us immediately and we will endeavour to assist but can’t guarantee the car will be held.

Changes or cancellations by us

We reserve the right to change or cancel your booking.

If we make a change to your booking, other than as a result of circumstances beyond our control (as defined below), and you don’t want to accept it, you can take any alternative car rental we are able to offer you (in which case you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive) or you can take a refund of the money you’ve paid to us. This does not apply where the change is not material.

Examples of non-material changes include, but are not limited to, change of car to a similar size or specification. We will not be liable for any change that results from circumstances beyond our control.

If we have to cancel your booking, other than as a result of circumstances beyond our control again, we may be able to offer you an alternative. If you accept it, you would pay the difference if it was advertised at a higher price than your original car rental, or receive a refund if it was advertised at a lower price. Or we will simply refund the monies you have paid us for your car rental if you don’t wish to accept the offered vehicle.

We will not be responsible to pay any compensation following a change or cancellation by us. Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts or the cost of securing alternative car hire are not claimable from us.

Our responsibility for your booking

We have a duty to use reasonable skill and care in selecting car rental suppliers to provide your car hire and in making your car rental arrangements with those suppliers. We will be liable to you if we have breached those duties. Therefore, provided we have selected your car rental supplier with reasonable skill and care, we have no liability to you arising out of the car rental itself or any acts or omissions of the supplier or others.

Without limitation to the above, we have no liability in the following situations:

  • where the car rental cannot be provided as booked due to circumstances outside our control
  • where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you
  • where you incur any loss or damage that relates to any business activity; and where any loss or damage relates to any services that do not form part of our contract with you

Examples of non-material changes include, but are not limited to, change of car to a similar size or specification. We will not be liable for any change that results from circumstances beyond our control.

If we have to cancel your booking, other than as a result of circumstances beyond our control again, we may be able to offer you an alternative. If you accept it, you would pay the difference if it was advertised at a higher price than your original car rental, or receive a refund if it was advertised at a lower price. Or we will simply refund the monies you have paid us for your car rental.

Your responsibilities

Without limiting any of your responsibilities under any other section of these booking conditions, the following are your responsibilities under your contract with us:

If you are collecting your car at the airport, you must provide us with the correct outbound flight number and estimated arrival time when making your booking. If not possible at the time of booking, please ensure this information is provided to our Reservations team more than 7 days before your car collection date. If we are not supplied with the correct flight information in good time and as a result, the car rental supplier does not have a car for your collection at the time specified in your booking, neither we nor the supplier has any liability to you. Note that if your flight is delayed you may incur additional charges to the supplier for waiting time.

When picking up your rental car, you must present your original rental voucher and your full valid driving licence (as detailed under Eligibility). Failure to present the correct documentation may result in the supplier refusing to supply the vehicle to you. No refund will be given in these circumstances.

You must pay the car rental supplier any charges and taxes not included in the car rental price on collection of your vehicle, as well as any deposit for fuel or excess required. We advise that ALL named drivers carry a valid credit card. If you have taken out SuperMax insurance or any other insurance to waive your excess, it is your responsibility to notify this to the car rental supplier on collection of your vehicle. We are not responsible for any deposit or other payment you make to the car rental supplier in relation to the excess.

You must not exceed the permitted maximum of passengers for the car. Insurances may be invalidated if passengers exceed the permitted maximum.

You must check with the car rental supplier on collection, the arrangements regarding fuel. Cars are usually supplied with a full tank of fuel and this is charged for at the time of collection. We are not liable for the arrangements regarding fuel.

You must conduct a thorough check of the condition of the car before accepting it and you must note any scratches or dents on the supplier’s car rental contract.

Where deposits are required to be made with the car rental supplier, a major credit card is usually required for these purposes. The credit card holder should be the main driver otherwise additional charges may apply.

If driving across different countries, states or provinces please check that this is permitted by the supplier before doing so and note that this may be charged for. Failure to obtain prior permission may result in the renter’s insurance policy being void and the renter may then be subject to all charges personally.

In the U.S.A. if you drive through an ORT (Open Road Tolling) lane you will not be given the option to pay for the toll but will automatically activate the E Toll pass in your vehicle. You may then be charged by the car rental supplier for the amount of each toll, administration fee, fines and/or penalties, please check this in the terms and conditions of your booking with your chosen car rental supplier.

Upon collection of your vehicle and during the hire, if you are dissatisfied in any way with the standard of the vehicle, you must report this to the rental supplier immediately and to us in writing within 14 days of your return.

In case of breakdown or mechanical difficulties, you must immediately call the car hire company, whose telephone number will appear on the rental agreement. Authority to obtain repairs or replacement cars must be given by the local car hire company. If you are involved in an accident in the hire car, the local police and the car hire company must be informed, even if there is no damage excess. You must keep copies of any relevant documentation you are asked to complete.

You are responsible for any parking fines, toll charges, tow away charges or impounding fees incurred by you. Please note that this rule also applies to airport waiting areas and cars must be redelivered to points as instructed at time of collection.

Complaints

Any problem that arises during your car rental period should be raised with the car rental supplier or with us immediately who will endeavour to put things right. In the event of a problem with your car hire booking that cannot be resolved locally with the car rental company please contact us. You should also try to find a solution before the end of the car rental period. If the problem is not resolved locally, please follow this up within 14 days after the end of the car hire period by writing to us. If you fail to follow this simple procedure, we will have been deprived of the opportunity to investigate and rectify your complaint during the car hire period and this may affect your rights under this contract.

Any dispute or claim arising out of this contract that can’t be settled between us can be referred by you to the ABTA arbitration scheme or to a court. We agree that the courts of England and Wales have jurisdiction and that English law applies (unless you live in Scotland or Northern Ireland in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

If a court or tribunal applies any law other than English law, we shall (in respect of all exclusions and limitations of liability) be entitled to the maximum protection allowed by that law including statutory protection of limitation as to the amount of damages recoverable.

Summary of insurances

The following is a general summary of the insurances typically included in the car rental contract with your car rental supplier. The precise terms of the insurances vary according to the car rental supplier.

Third Party Insurance

Third party insurance covers damage to the property of a third party caused by your vehicle. Please refer to the suppliers Rental Agreements for details on any applicable excesses

Collision Damage Waiver

Collision Damage Waiver waives your liability to pay for any damage caused to the vehicle during the period of hire, subject to the exclusions listed below. Your liability is waived subject to you paying a charge, referred to as an “excess”, which limits your liability to the cost of the excess only. In some instances, an excess will not apply and you will be advised of this at the time of making your booking.

Exclusions include:

  • When damage is caused to windows/windscreen, interior, wheels, tyres, underside or roof of the car
  • Where any rental vehicle has been driven off-road, on un-tarmacked roads, without due care and attention or negligently
  • Where the driver is under the influence of alcohol or drugs
  • Where the driver(s) is not named on the rental agreement
  • When damage is caused by the rental vehicle being towed away by any unauthorised third party

Where an exclusion applies, your liability to pay for any damage will not be waived and you may be liable for the full cost up to and exceeding the excess.

Theft Protection insurance

Theft Protection (sometimes known as Theft Waiver) provides coverage for the theft or damage resulting from attempted theft of the vehicle, its parts and accessories up to their full value, and any loss that your car rental supplier may incur. You are responsible for the excess of the claim - this may cover single or multiple parts of the vehicle which are damaged at the same time. Where damage is caused to the vehicle on separate occasions, each incident will be considered as a separate claim,which you will be required to pay as part of the overall excess deposit (unless you are advised that this is not applicable at the time of making your booking). Once the rental vehicle is in your possession, your loss will be limited provided the keys are returned in accordance with the terms and conditions of your rental contract with the supplier.

Exclusions include:

Where the keys are lost, damaged or stolen, you will be liable for the reasonable costs of obtaining replacement keys which will be in addition to any excess deposit paid. further costs exceeding the excess will apply if the loss, damage or theft of the keys is directly related to the theft of the vehicle. These costs will be defined by the supplier.

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