European Bike Express Fair Trading Guarantee and Booking Conditions
We appreciate that your holiday is important to you. Before you make your choice, we want you to know that you will get a fair deal with our company - after all, it is in our own interest for you to be satisfied and book with us again. When you make a booking with European Bike Express and we accept it, a contract is legally made - with obligations and rights on your side and ours, as set down below.
There is no "small print" in this leaflet but please read this Fair Trading Guarantee and the information regarding your holiday as this forms the basis of our contract with each other.
1. Booking your holiday.
You should either book online at www.bike-express.co.uk or contact our reservations department either by phone or e-mail to check that the holiday which you require is available. If you book via the office then your completed booking form and deposit must then be sent to us, to reach us no later than seven days after your reservation was made. If you book your holiday within eight weeks of the departure date, the booking form must be accompanied by full payment for the holiday. Upon receipt of the above we will issue a confirmation invoice, at which time your deposit/full payment becomes non-refundable except in circumstances detailed elsewhere in these conditions.
2. Paying the balance of your holiday.
You must pay the balance of your holiday to us at least eight weeks prior to departure WITHOUT ANY FURTHER REMINDER. If you fail to pay these monies by the due date we reserve the right to cancel your holiday booking and you may be liable for cancellation charges as detailed under the section "If you cancel your booking". If you have booked online, you can pay your final balance or any payment online. Just log in and go to "View my bookings". Any tours for which a balance is outstanding will have the option to "Make Payment" against them. The View option will take you to your booking summary so you can see how much has been paid and how much remains to be paid. You should then select the "Make Payment" option, which will then take you directly to the Payment screen. You can then choose to pay the balance or a partial payment and enter the amount that you would like to pay.
You may also pay the balance via BACS to HSBC Bank plc, Sort code: 40-31-08, Account: 61500309. PLEASE NOTE THAT THERE WILL BE 1% CHARGE FOR ANY PAYMENTS MADE BY USING A CASH TRANSFER. Cheques are no longer accepted.
Please note American Express credit cards carry a 2.0% surcharge, all other credit cards carry a 1.05% on every payment to cover the cost of the transaction with the bank. Debit cards will incur a charge of 0.4% surcharge.
3. If you change your booking.
If after booking your holiday, you wish to transfer to a different holiday, departure date (only possible to change dates within the current timetable) or pick up/ destination on the booking, we shall do our best to meet your requirements - subject to availability. Any changes must be made in writing and an administration charge of £10 per person after the invoice and £20 per person after the tickets have been issued will be applied. There is a maximum charge of £40 per booking. A change of name will incur a charge of £40 per person. (NOTE: A change of departure date will be considered as a cancellation and charged accordingly).
4. If you cancel your booking.
You will appreciate that European Bike Express will have incurred expenses in connection with your holiday as soon as your booking form has been received and accepted. If you are forced to cancel your holiday, a charge will therefore be made. The amount of the charge will depend upon the time at which notice of cancellation is received by us at our office.
The scale of cancellation charges which will apply is set out below, expressed as a percentage of the total holiday cost. If cancellation is made more than 56 days before intended departure only your deposit will be forfeited.
56-29 days before intended departure: 30%
28-15 days before intended departure: 60%
14-1 days before intended departure: 100%
If at the last minute you decide not to go on holiday and we are not notified the 100% cancellation charge applies. A valid cancellation can be made only in writing by the person who signed the booking form. The date of cancellation will be the day on which we receive the written notification. If you are forced to cancel your holiday, remember that you may be able to make a claim having taken out holiday insurance (with the premium paid) if the cancellation falls within the terms of the insurance cover. It is not possible to change dates outside of the current timetable.
NB Proof of posting of cancellations will be required in case of dispute.
5. If we change your booking.
Whilst European Bike Express will at all times endeavour to satisfy customer's requirements, nevertheless because of changing circumstances European Bike Express reserves the right to make alterations to any booking made. European Bike Express will of course inform you as soon as possible in writing the nature of the change. In this case European Bike Express will offer you the alternative of accepting services or accommodation of a similar or better standard to those originally booked (if available) or a full refund of monies paid. European Bike Express will not cancel any holiday later than 30 days prior to the departure date except when events occur beyond European Bike Express' control (see booking condition no 6) or if the holiday payment has not been made in full.
6. Events beyond European Bike Express' control.
If certain events outside European Bike Express' control (being force majeure comprising [but not limited to] war or threat of war, terrorist activity, political unrest, riots, civil strife, natural disasters, technical problems or accidents involving cross Channel ferries or other transport, fire, bad weather, coach crew illness or any other event outside the control of European Bike Express) occur before your departure date then European Bike Express may be forced to cancel or substantially alter your holiday arrangements. In such circumstances should you decline to accept the alternative offered then European Bike Express may retain all reasonable expenses incurred in connection with the holiday booking. Should such events occur after the departure then every possible effort will be made to allow the holiday to run its course before the decision to discontinue is taken.
7. Our responsibilities.
European Bike Express cannot be held responsible for, nor will it offer any refunds for delays or changes in the holiday itinerary which may result at any time due to adverse weather conditions, road closures, traffic delays, civil disturbances, industrial action or any other reasons beyond European Bike Express' control. European Bike Express also cannot accept responsibility for missed onward travel arrangements as a result of any delay caused by reasons beyond our control which may occur on the return to the UK. European Bike Express will endeavour to correct as soon as notified any omissions or actions which may occur on our coaches, at Hotel Marian Platja in Spain or on a Channel crossing described in our brochure, brought about by personnel not employed by ourselves and whom we have no control over.
8. If you have a complaint.
We do our best to give you a successful and enjoyable holiday, but even the best laid plans can go wrong. If you have a complaint about any service European Bike Express provides, please report this to our office where a representative will take whatever steps are necessary to resolve the matter. Please follow this up within 7 days with a written statement stating clearly your booking reference number, departure date and full details of the complaint. We will not consider any claims received outside this period.
9. Your Passport.
You will not be allowed to board the coach in the UK without a valid passport. If you hold a valid British Passport issued in the UK, you do not need a visa or permit to travel to any of the countries featured in this Brochure. Other nationalities should check with our office to be given information on passports/ visas required for the destination described in the main holiday brochure. It is your responsibility to ensure that you have a valid passport and any visas if necessary for the countries to which you are journeying. European Bike Express cannot be liable for any expenses incurred if you do not ensure that your travel documents are in order.
10. Boarding your Coach.
With all pick up points it is your responsibility to meet the coach at the pick up point shown on your holiday and travel tickets. You must be at the pick up point 30 minutes before the scheduled departure time. European Bike Express cannot be held responsible for any passenger's failure to meet the coach for any reason whatsoever. Please see main holiday brochure for a description of pick up locations. As with international lines, it is accepted that the coach may be earlier or later than the scheduled time, but in case of adverse traffic conditions, it may be more than 30 minutes late. Obviously we do our best to avoid this. Please note too that all arrival times are approximate; European Bike Express cannot be held responsible for any expense incurred due to delays beyond their control.
11. Your Bicycle.
European Bike Express insurance covers the carriage of bikes up to a maximum of £1500 per bike and cannot accept responsibility for claims in excess of this. If the value of the bike exceeds this amount, extra insurance cover will be required. Any damage done to your bike must be brought to the attention of the coach crew when it is unloaded from the coach/trailer. Any claims made after this cannot be accepted.
12. Replacement Coach and Trailer
With the coach tow hitches and trailers operated by European Bike Express being unique the likelihood of finding a replacement at short notice is remote. With this in mind we back up our programme by keeping a spare coach and trailer which can be despatched in the unlikely event of a major breakdown i.e. where a repair will take longer than sending our back up coach. This worst case scenario has never had to be implemented. The vehicles are thoroughly prepared and checked before each trip with the emphasis being on preventative maintenance.
13. Fuel and Currency Surcharge
European Bike Express guarantees not to operate a surcharge unless the crude oil price or value of the euro exceeds the parameters set out in our pricing schedule. We guarantee that any surcharge will not be more than 10% of your holiday cost and will only be applied if absolutely necessary.
14. Financial Failure Insurance for Fixed Based Holidays.
PTB LTD t/as European Bike Express are a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with ''The Package Travel, Package Tours Regulations 1992'' all passengers booking with PTB LTD t/as European Bike Express are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of PTB LTD t/as European Bike Express. This insurance has been arranged by Towergate Chapmans Stevens through HCCI International Insurance Company Plc.
Policy exclusions: This policy will not cover any monies paid for Travel Insurance or any claim relating to Air Flights. Please ensure the Company you have booked with has the appropriate CAA / ATOL Bonds in place.
SECTION 2 - FOR RAB RIDERS AND BIKE TRANSPORT
European Bike Express appreciate that your transfer/transport service is important to you. Before you make your choice, we want you to know that you will get a fair deal with our company - after all, it is in our own interest as we would like you to be satisfied and book with us again. When you make a booking with European Bike Express and we accept it, a contract is legally made with obligations and rights on your side and ours, as set down below.
There is no "small print" in this statement but please read this Fair Trading Guarantee and the information regarding your transfer/transport as this forms the basis of our contract with each other.
1. Booking your rider transfer/Bike Transfer/Bike Boxes & Bike Bags Transportation
Bookings can only be made online via our European Bike Express website at www.bike-express.co.uk. Upon receipt of your booking and payment we will issue a confirmation invoice by email, at which time your full payment becomes non-refundable.
Please note American Express credit cards carry a 2.5% surcharge, all other credit cards carry a 1.05% on every payment to cover the cost of the transaction with the bank. Debit cards will incur a charge of 1.05% surcharge from the 1st May 2016.
2. If you change your booking
Any alterations to your booking are subject to a charge of £5 per person. Any change to your booking needs to be sent by email direct to European Bike Express at email@example.com Name changes are not allowed.
3. If you cancel your booking
Your cancellation must be confirmed in writing but we do not offer a refund should you cancel.
4. Events beyond European Bike Express' control
If certain events outside European Bike Express' control (being force majeure comprising [but not limited to] war or threat of war, terrorist activity, political unrest, riots, civil strife, natural disasters, closure of airports, technical problems or accidents involving other transport, fire, bad weather or any other event (outside the control of European Bike Express) occur before your departure date then European Bike Express may be forced to cancel or substantially alter your transfer arrangements. In such circumstances, should you decline to accept the alternative offered, then European Bike Express has the right to retain all reasonable expenses incurred in connection with your booking.
5. Our responsibilities
European Bike Express cannot be held responsible for, nor will it offer any refunds for delays or changes in the transfer itinerary which may result at any time due to adverse weather conditions, road closures, traffic delays, civil disturbances, industrial action or any other reasons beyond European Bike Express' control.
6. If you have a complaint
We do our best to offer a successful and enjoyable service but even the best laid plans can go wrong. If you have a complaint about any service European Bike Express provides, please report this immediately to Paul Martin at the Base Camp or at our European Bike Express office where we will take whatever steps are necessary to resolve the matter. Please follow this up within 7 days of completion of RAB, giving details of the incident with a written statement, or email stating clearly your booking reference number, booking details and full details of the complaint. Emails should be sent to: firstname.lastname@example.org and all written statements should be sent to European Bike Express, The Yard, 3 Newfield Lane, South Cave, HU15 2JW. We will not consider any claims received outside this period. Please ensure that all correspondence is carried out directly with European Bike Express.
7. Boarding your coach transfer vehicle or meeting your bike transportation.
It is your responsibility to meet your vehicle for rider transport or the bike transfer vehicle at the point and time shown on your booking confirmation. John O'Groats Rider Transport - please note that it is necessary to check in no later than 15 minutes prior to your booked departure. Should you be unable to achieve this please be assured that you will be allocated a seat through a standby procedure on a first come first served basis. European Bike Express cannot be held responsible for any passenger's failure to do so. Bikes and Bike Bags/Bike Boxes not collected from our transfer vehicles post-RAB will be returned to our
8. Your bike
European Bike Express insurance covers the carriage of bikes up to a maximum of £1500 per bike for damage or theft whilst in transit and on our vehicles and cannot accept responsibility for claims in excess of this value. If the value of your bike exceeds this amount, extra insurance cover will be required and should be taken out by you. Any damage to your bike must be reported immediately when you collect your bike. Any claims made after this cannot be accepted.
9. Luggage Allowance
You can either take a suitcase, holdall or a rucksack up to a maximum of 15kg. THIS IS ON OUR RIDER TRANSFER ONLY NOT BIKE TRANSPORT OR BIKE/BOX TRANSPORTATION.