These terms apply to all FIT sales of accommodation and destination services (“FIT Products”) made by Atemer for Hajj & Umrah  Services Co. to trade customers who have signed a Sales Agreement (“the Client”). These terms & conditions, together with the Sales Agreement, any Credit Agreement, the XML Booking Services Agreement (if applicable), any Booking confirmation and any special conditions linked to the FIT Product, shall form the entire agreement between ATEMER and the Client. By making a Booking, the Client acknowledges and accepts these terms & conditions, together with any appendices in these terms: “we", "us" and "our" mean ATEMER and "you", "your" and "yours" mean the Client;

“Bookings” means bookings or reservations for FIT Products;

“Other services” means non-hotel travel services, including but not limited to apartments, villas, sight-seeing, transfers, car hire, “Travel Cloud Suite” means the computer system operated by ATEMER, by which the Client (amongst others), can make Bookings either through the WBS or through an XML interface; “FIT Bookings” means bookings of 9 or fewer persons; “tariff” means the list of rates and prices charged by ATEMER from time to time for FIT Products; “traveller” means the person travelling, i.e. your client;

“WBS” means the ATEMER Wholesale Booking System which gives access to the Central Booking System.

 

 

1.1. Bookings may be made either (i) through the WBS; or (ii) if the Client is an XML Client, through the XML Interface, or the XML Call Centre Site as these terms are defined in the Client’s XML Booking Services Agreement. Bookings for suites and some other services can only be made by email. Telephone booking requests will not be accepted.

1.2. Each Booking request shall be treated as an offer to enter into a formal legally binding contract on these terms & conditions which will be deemed to have been accepted by us only when we have transmitted to you our confirmation of the reservation. It is your responsibility to read any documentation and special conditions accompanying the Booking and to ensure, in particular, that your staffs are aware of the points noted as being the specific responsibility of the Client.

1.3. Booking requests will be invoiced according to our tariff current at the time the booking is confirmed to you. We reserve the right to vary our tariff prices at any time on notice to you as a result of trade fairs, changes in government taxes or other matters outside our control such as currency fluctuations.

1.4. Changes to our tariff, price changes, trade fair periods, hotel name changes, hotel renovations and other important information will be sent to you via a weekly broadcast every Friday by email. You will be deemed to have received the broadcast unless you notify us that it was not received on the preceding week. It is your responsibility to keep ATEMER informed of a valid, central email address for receiving broadcast messages.

1.5. It may be necessary to apply tax related increases to existing bookings. Any increase in rates as a result of currency fluctuations shall only be made where the currency fluctuation exceeds 3%.

1.6. You may only use the ATEMER WBS and XML Interface for FIT sales (bookings of 9 or fewer persons) only. Booking requests for more than 9 people must be sent to our groups department by email. If you attempt to flout this rule by splitting groups to make them appear as FIT sales, hotels will be within their rights to levy charges for group cancellation or otherwise, for which you will be liable. We may cancel bookings you have added to our system, if they appear to us to be group bookings and not genuine FIT Bookings.

1.7. Bookings may be made only for bona fide reservations. We may cancel bookings when they appear to us to have been made with the intention to hold space.

1.8. ATEMER rates provided are for re-sale in your Territory only (as defined in your Sales Agreement). You are not permitted to actively market ATEMER rates via your own systems or any third party systems so that they can be viewed outside your Territory.

1.9. Bookings may be confirmed with a gross, commissionable rate. In such event, our confirmation will include details of the commission due to you.

1.10. You may add your trade clients or sub-agents as WBS users. You will be responsible for all Bookings made by such clients or sub-agents you add and all payments due on such Bookings.

1.11. Should it be necessary for you to send us a reminder or chaser it must be clearly marked as such to avoid a new Booking from being created.

1.12. It is your responsibility to ensure that all information supplied to ATEMER is accurate. You will pay any charges resulting from incorrect information being provided to ATEMER. The titles, spelling of names and child dates of birth must be supplied as they appear in the passport. Should the details in the confirmation not be correct you must advise ATEMER immediately.

 

 

2.1. You must provide travellers with their voucher which must indicate that the FIT Product is payable by Atemer for hajj & umrah Services (or another supplier if so advised in our confirmation) and must include the ATEMER or other supplier booking reference number.

2.2. You are solely responsible for vouchers issued by you. If a traveller cancels a booking you are responsible for the retrieval of any vouchers issued in conjunction with that cancelled booking.

 

 

3.1. When a booking, not made via the WBS or XML Interface, is cancelled at your request by ATEMER, we will send you a confirmation of cancellation. You must inform us if you do not receive this confirmation as failure to do so may result in us charging for a non-arrival.

3.2. We reserve the right to be indemnified by you in full against all loss, costs, damages, charges and expenses incurred by us as a result of any cancellation you have made.

 

 

4.1. You will pay the price shown on the Booking confirmation, which supersedes any rate shown elsewhere.

4.2. Our invoice may be issued to you electronically. We will invoice you for Bookings immediately after the commencement date of the FIT Product. Payment is due within the number of days specified in your Credit Agreement after the date of issue of our invoice and must be made in the quoted currency by banker’s draft or bank transfer to the relevant bank account specified in Appendix A. We do accept company cheques or credit cards as a form of payment.

4.3. We may, from time to time, raise invoices in a currency other than that shown in our tariff should it become impossible for us to obtain payment within 28 days of the banking of the draft or receipt of a bank transfer. Such invoices must be settled in the invoice currency and not the tariff currency.

4.4. All invoices are due and payable without discount, set-off or other claim you may have against us. If there is any item of dispute arising out of or in connection with any invoice, full details of the dispute must be made known to us in writing within 21 days of the date of issue of the disputed invoice(s).

4.4. All invoices are due and payable without discount, set-off or other claim you may have against us. If there is any item of dispute arising out of or in connection with any invoice, full details of the dispute must be made known to us in writing within 21 days of the date of issue of the disputed invoice(s).

4.5. If payment is not received upon the due date in accordance with these conditions, we reserve the right to:-

(a) Disconnect access to any of our electronic systems.

(b) Cease making reservations sent to us.

(c) Terminate with immediate effect any or all contracts with you at our discretion

(d) Demand prepayment for existing bookings as a condition of their not being cancelled

(e) Cancel any space being held on your behalf.

(f) charge interest on a daily basis at a rate of ten percent per annum calculated on the total amount of each outstanding invoice from the date of issue, until the date of payment (together with all costs (legal or otherwise) and expenses incurred by us or on our behalf in the collection of any overdue amount.

 

 

It is your responsibility to train your agents and to provide technical and operational support for them. We will not accept direct communication from your agents in any form and will immediately refer them back to you if this occurs. You will be fully responsible for the payment in full of all bookings your agents have made through the WBS.

 

 

Where practical, complaints should be reported to the hotel or service supplier on the spot. ATEMER will not be liable to you for a problem which could have been rectified during the travellers’ stay had the hotel or service supplier been made aware of it. In any event, ATEMER must be informed of all complaints within 28 days of the event giving rise to the complaint.

 

 

7.1. ATEMER will process, upon request and payment of a fee, visa or invitation letters for short stay tourism visas. Please advise us by email or fax that you will require a visa letter to be issued when creating a Booking, stating the Booking ID number. The fee is payable even if the Booking is later cancelled and regardless of the reason for the cancellation. If you make any changes after the letter has been issued, you will be charged for each additional letter.

7.2. Visa and invitation letters are issued on the understanding that travellers will stay in the hotel booked and return home after their trip. We reserve the right to refuse to provide such letters if it becomes apparent that they are being requested solely as a means of providing entry into a country for travellers.

 

 

If you:

8.1. Fail to pay any sum due under this agreement;

8.2. Breach any of your obligations and fail to cure such breach within 7 days of receiving notice from us specifying the breach;

8.3. go into compulsory or voluntary liquidation;

8.4. have an administrator appointed or a receiver, administrative receiver or manager is appointed over any part of your assets or business; or

8.5. Cease or threaten to cease your business

Then, without affecting our other rights under this agreement, we may terminate this agreement on immediate notice.

 

 

9.1. All information (including text and images) displayed on any site run by ATEMER or any of its affiliated companies remains the property of ATEMER or its affiliates. You may not copy any information of any sort from any ATEMER site without our permission.

9.2. The WBS is only available to bona fide ATEMER Clients and their authorized sub-agents. You may give access to the WBS to your sub-agents in your Territory using the system software but you are responsible for all Bookings, and the payment of all Bookings, made by your sub-agents. No software, or means of access to any ATEMER systems, may be passed to a third party, without the written permission of ATEMER other than for allowing the creation of sub-agents user profiles. Should you cease to be a client of ATEMER, your access to the WBS systems will automatically cease as will that of your sub-agents.

9.3. All our hotel information and reports are as accurate as possible however we shall not be liable in any way to you or to any third parties should any such information or reports prove to be incorrect or incomplete in any way.

9.4. In no circumstances may you disclose ATEMER's published rates or any information relating to them or these terms and conditions to anyone who is not a member/or employee of your agency. We reserve the right to cancel all reservations and terminate with immediate effect all contracts without notice to you, should you be in breach of this condition.

9.5. You may not use the ATEMER name or logo or any ATEMER trademarks or any merchandising without our prior written approval.

9.6. You shall not misrepresent your relationship with ATEMER in such a way that it could be construed that your business is in some way a part of ATEMER or its affiliated companies.

 

 

10.1. We act only as an intermediary in making arrangements for hotels, transportation or any other services. As such we are not liable for personal injury, illness, property damage or other loss of expense of any nature whatsoever arising directly or indirectly out of any actions of hotels, transportation company or other company or person providing or rendering services reserved through us.

10.2. From time to time a hotel will be unable to accept a confirmed Booking (a “book-out”). We will always do our best to avoid book-outs but where it happens we will seek to provide you with a suitable alternative. We are not able to guarantee in all cases that alternative accommodation booked will be of the same standard or in the same location.

10.3. We shall not be liable for and shall be indemnified by you in respect of any loss (direct, indirect or consequential) or third party claims (including any cancellation fees) suffered as a result of any incorrect or incomplete details in your booking.

10.4. ATEMER’s maximum liability to you for all claims (including negligence) arising under each Booking is limited to 200% of the charges due to be paid by you in respect of the Booking. This shall not apply to ATEMER’s liability for death or injury caused by its negligence.

 

 

11.1. All contracts between us will be governed by KUWAIT law. On receipt of your Booking request we shall imply your consent to the exclusive jurisdiction of the English courts in all matters regarding each contract except to the extent that we invoke the jurisdiction of the courts of any other country.

11.2. ATEMER shall not be liable to you due to its inability to fulfil the Booking by reason of any fire, earthquake, flood, substantial snowstorm, epidemic, explosion, strikes, riot, civil disturbance, war, act of God, any failure or delay of any transportation, power or communications system or any similar events which are beyond the control of ATEMER. In such event, ATEMER shall use its reasonable endeavours to provide alternative arrangements or refund any sums paid.

11.3. The failure by either party to exercise or delay in exercising a right or remedy under these terms and conditions shall not constitute a waiver of the right or remedy, or a waiver of any other rights or remedies.

11.4. All content in or on ATEMER’s Central Booking System (including pictures, designs, logos, text and other materials) are owned or controlled by or licensed to ATEMER. Copyright, trademarks and other intellectual property rights protect all content and unauthorized use of this content is prohibited.

11.5. All descriptions, representations, illustrations and other particulars supplied by ATEMER or contained in the Central Booking System are given for general information only and you agree that it is not entering into a Booking relying upon any such description or representation.

11.6. All notices shall be made in writing or sent by fax or email to the address of the other party last known to the sender. Any fax or email notice shall not be effective until the sender has received confirmation of a satisfactory receipt of successful transmission.

11.7. We reserve the right to change these Terms from time to time. We will inform you of such change by posting a notice on the WBS.

Part B: Special Terms for Hotel Bookings

 

 

12.1. We will always try your requested hotel first. If we cannot confirm it we will, whenever possible, confirm an alternative. It is your responsibility to cancel or amend such alternatives if you do not approve them. Failure to cancel an alternative that is not acceptable will result in non-arrival charges. We will only confirm an alternative if your requested hotel is not available. We will not confirm an alternative if you have told us you will only accept your requested hotel.

12.2. Special requests to hotels such as non-smoking, adjoining or interconnecting rooms will be passed on but cannot be guaranteed.

12.3. Disabled rooms usually have wheelchair access but do not necessarily include features for the seriously disabled.

12.4. If you ask us to book extra space on a confirmed booking but we cannot do so, we will cancel the rooms held and make a new booking for the full reservation at a new hotel, unless you tell us you will not accept another hotel. In this case we would reject the request for extra space.

12.5. When you wish to add nights to confirmed bookings, you must modify the original booking; do not book the extra nights as a new item.

12.6. Hotels are under renovation from time to time and will take all possible steps to limit disruption to their guests. If a hotel is carrying out renovations whilst a guest is resident, this will not entitle you to a refund.

12.7. If we specifically advise of renovation work, dates may be provided but these may be subject to change and we are not always notified. ATEMER will not be held accountable for complaints concerning renovations that extend beyond the date originally advised.

12.8. In most hotels the normal earliest check in time is 1400 hrs

12.9. We guarantee only the first night of a booking (unless otherwise advised at time of confirmation); hotels may release rooms if the traveller has not arrived by 0500hrs (local time) following the arrival date.

12.10. Triple and quad rooms may consist of twin or double bed/s plus extra bed, or two double beds. In some hotels, all triple rooms are doubles with an extra bed. Most hotels do not have one full size bed for each guest in their triple or quad rooms. If an extra bed is required, an additional charge may be applied which should be paid directly to the hotel.

12.11. Twins/doubles are defined by the number of occupants and not the type of bed i.e. if a twin is confirmed hotels may provide a double (with ONE bed) instead as both sleep 2 people. Passengers may request separate beds upon reservation, however, separate beds are not guaranteed. Triples and quads are not made up of single beds; they will generally contain two double beds. Most hotels cannot add additional beds to make a triple or quad but rollaway bed may be available for an additional charge.

12.12. Bookings must not be made with fictitious names to hold space. If you do not book with the correct name you may receive non-arrival charges.

12.13. In the event you make a double (duplicate) booking and wish to correct this, please ensure you flag a remark to ATEMER stating “Double booking, please make sure hotel holds booking ID.. (Providing the reference of the booking you wish to keep)”, before sending the cancellation to ATEMER. At the same time, you should also send the booking that you wish to keep with a remark stating “We have cancelled a double booking, please make sure that the hotel holds room(s) under this reference.” ATEMER will then reconfirm it with the hotel.

 

 

13.1. All quoted rates are per room (with private bath or shower unless shown as otherwise) and include breakfast (unless otherwise specified), service charges and government taxes. The applicable currency is displayed. Where different prices are charged for different days of the week, the days on which rates apply are shown against each rate period.

13.2. Trade fair prices shown in our tariff will supersede prices outside trade fair periods.

13.3. Certain periods (e.g., religious holidays, New Year, major sporting events and others) may attract higher prices. These are not strictly trade fairs but during these periods our rates may be close to or even above the published rates, and they should be treated in the same way as trade fair periods.

13.4. If the child supplement shows as N/A, bookings should be made for a triple room and will be charged at the full rate for three adults. Child supplements can only be added to the twin or double room rate to obtain the price for a room with two adults and one child. The supplements will apply to children between the ages of 5-12 years (unless a different age range is specified). Child supplements will not be available if the child’s age is not specified at the time of booking and we will charge for three adults in a triple room if this information is not supplied. Cots/cribs for babies are only suitable for those under 2 years. While cots may show as available at the time of booking, they are subject to availability upon check in.

13.5. Some hotels offer different rates (in singles for example) depending on the total number of rooms booked.

13.6. In some hotels no additional bedding is provided for a child where the child is either free or at a reduced price and breakfast may be charged for the child on departure. If a child requires a bed of their own you must request a triple and no child discount will apply.

13.7. We may notify you of changes to the tariffs of certain hotels from time to time.

13.8. We will not honor any rate you claim we have given to you over the telephone.

13.9. If a hotel levies a local telephone service charge (to allow travellers to make unlimited local calls from their room) it must be paid by the traveller when departing from the hotel.

13.10. Any promotions for free or discounted nights based on a minimum night stay do not apply during trade fair periods.

13.11. Some hotels have floating published rates that change daily. We will not pay refunds or accept as a reason for non-payment, that our rate was, on the day, close to or above the hotel’s published rate.

13.12. Most hotels require a major credit card to be provided upon check-in to cover incidentals. In the absence of a credit card, a cash deposit may be required. All extras incurred by travellers must be paid directly to the hotel before their departure; ATEMER will not be responsible for travellers’ personal hotel charges.

 

 

14.1. Hotels in will only accept guests under the age of 21 years if accompanied by an adult.

 

 

15.1. During some trade fairs our prices may be above hotels’ published rates. Should any trade fair dates change or new trade fair rates apply, we will notify you of such changes and invoice you at the revised rate for all future bookings.

15.2. Supplements charged by hotels during trade fair periods may be advised at the time of confirmation.

15.3. You may be given cancellation deadlines and we are unable to remind you of these. The responsibility for cancelling by the specified date will be yours. If you do not cancel in time you will be liable for full charges in accordance with these conditions.

15.4. Some hotels will not accept amendments to trade fair Bookings once confirmed. We will advise you of this before confirmation.

 

 

16.1. Unless you have advised us otherwise, we will invoice you for the number of nights stated on your voucher or on the hotel’s invoice to us (whichever is the greater) regardless of the number of nights actually used by the traveller. If the traveller departs early, some hotels, particularly, will charge for all nights booked, or a fixed charge in addition to the number of nights actually used. In order to avoid disputes about charges, you must ensure that the traveller obtains from the hotel a written confirmation of the departure date and time, if leaving before the confirmed departure date.

16.2. For some hotels the voucher must state that payment is by Atemer for hajj & umrah Services, where our confirmation indicates the handling agent’s name, together with the handling agent’s own reference number which will be in our confirmation.

16.3. If the reservation is for more than one room and if travellers have different names, all travelers’ names must be printed on the voucher. Names such as “TBA” or “X & Party” will not be accepted. If travellers are arriving at different times, they must each carry their own voucher. They may also be charged direct if the voucher does not carry the booking reference we have confirmed.

16.4. All hotels are advised that travellers may arrive without a voucher and that we will pay them based on our confirmation.

16.5. Notwithstanding 16.4 above, travellers may not be allowed to check-in without a voucher or may be charged directly if they fail to present a valid voucher.

 

 

17.1. Cancellations, outside high periods, must be received in the ATEMER office to which you send your requests via WBS 1 day prior to arrival. Some hotels require a longer period of cancellation than this to avoid charges. Such periods will be shown in the tariff (under special conditions) or on the Booking. In all cases the cancellation period indicated in the Booking will prevail.

17.2. Bookings made during high periods or special events cannot be cancelled or amended after they have been reconfirmed or after the cancellation deadline has passed without incurring cancellation charges.

17.3. If any part of a stay falls in a high period, the special conditions and related charges will be applied to all nights booked. For cancellations other than during high periods, we will charge a cancellation fee of a full night for non-arrival and/or late cancellation.

17.4. If your client or agent claims to have cancelled a Booking directly with a hotel, a minimum of one night’s charge will be levied if the hotel later charges ATEMER.

17.5. If we invoice you for a non-arrival but the hotel later confirms the traveller did stay we will raise a supplementary invoice for the additional nights which you must pay.

 

 

18.1. From time to time we may have promotions for free or discounted nights based on a minimum night stay. Occasionally the offer may stipulate that meals are not included in the offer. If meals are taken during the offer period they will be charged to the traveller by the hotel, usually on departure.

18.2. The type of breakfast included in the rates for each hotel is indicated by a letter code as follows:

A American

B Cold Buffet

C Continental

D English

E Hot Buffet

Continental - A cold breakfast usually served at the table. Minimum requirement is bread and jam with a hot drink. It may include ham, cheese or fruit

Cold Buffet - An extended continental breakfast but self-service. Usually contains items in continental breakfast plus cold drinks, cereal and salads.

Hot Buffet - As with the cold buffet but including additional hot food, minimum bacon and eggs.

American - Hot food, such as bacon and eggs served at the table.

The above information is given only as a guide and can vary considerably from hotel to hotel.

Part C: Special Terms for Destination Services

 

 

19.1. There may be an additional charge for hours outside normal service which will be confirmed at time of booking.

19.2. All information in the tariff is correct at the time of tariff issue.

19.3. Any such additional prices will be confirmed to you as a special condition at the time of our confirmation.

Private Transfers and Tailor-Made Sightseeing

21.1. All vehicles provided will be based on 1 piece of luggage per person. We must be advised if any travellers will have more than 1 piece each, as it may be necessary to arrange for a larger vehicle. If we are not so advised we will not be responsible for any additional charges should a larger vehicle be required.

21.2. Any transfer or guide supplement that may apply will be advised at the time of reservation.

21.3. If there is a delay (other than that caused by the supplier) which results in the service taking place in a supplement period as defined in the tariff, you will be liable to pay such additional supplement.

21.4. Transfers are planned taking into account normal local traffic conditions. In the event that conditions during the course of the transfer mean that a flight other connection is missed, ATEMER will accept no liability or responsibility for any additional costs the passengers may incur.

21.5. For services starting at an airport, the waiting time for the driver is 1 hour from the actual passenger arrival, unless otherwise stated. For services starting from other points there is no waiting time for the driver. Passengers must ensure they are waiting at the specified meeting point, as shown on their voucher, at least 5 minutes prior to the confirmed pick-up time.

21.6. If travelling with babies and infants it is the responsibility of travellers to ensure that they bring with them, as well as fit, the correct child /infant seat for use in the booked vehicle. Failure to do this could result in the service not taking place with no refund possible

 

 

22.1. When joining a transfer, the traveller must produce a valid voucher. Without this voucher, the supplier will refuse to allow the traveller to join the transfer.

22.2. For services beginning at airports, it is the traveller’s responsibility to check their voucher and follow the procedure set out in order to join their transfer.

22.3. Transfers are provided on the basis of one average sized suitcase and one piece of hand luggage per person. Should the travellers bring more luggage than this, they may be liable to a supplement to be paid directly to the transfer provider.

22.4. Should the traveller not be able to join their transfer at the start of a service, it is their responsibility to call the relevant telephone number as shown on the Extra Information sheet before making alternative arrangements.

22.5. For services beginning from accommodation, travellers should ensure that they are waiting at the appointed meeting point, as shown on the voucher, at least 5 minutes prior to your confirmed pick up time.

22.6. When advising details for the service travellers wish to book, it is their responsibility to ensure that all details sent to us are correct.

22.7. For services ending at airports, it is the traveller’s responsibility to ensure that enough time has been left to complete their transfer, leaving enough time to complete all check-in and customs procedures.

22.8. The durations of all transfers are representative of the driving time in average driving conditions. We take no responsibility for a flight being missed should the duration of the service exceed that which we display.

22.9. Suppliers of shared transfers reserve the right to ask any person to withdraw from any transfer if they deem their acts or conduct offensive or a nuisance to other passengers and there shall be no further liability.

22.10. Suppliers of shared transfers decline any responsibility for articles forgotten or lost in their vehicles.

22.11. Pick up times from hotels and duration of all transfers is approximate and may be subject to traffic conditions.

22.12. Where hotel pick-up is offered, suppliers will pick up from the majority of major hotels in the city, but not necessarily from all hotels.

22.13. If the supplier is unable to pick travellers up from your requested hotel, an alternative pick-up point will be suggested.

22.14. Suppliers of shared transfers reserve the right to alter or to cancel services at short or no notice for any reason.

22.15. Where it is necessary to cancel the transfer, travellers will be offered a full refund.

22.16. Tips are not included. These are at the traveller’s discretion.

22.17. Porterage is not included.

22.18. If the traveller has booked a return service, the traveller must always confirm their return travel on arrival to secure their place, as schedules may be subject to change without notice, or may be cancelled if travel coincides with a national holiday.

Scheduled Sightseeing Tours & Extended Tours

23.1. If the tour offers a hotel pick-up the traveller must call 24 hours in advance to request and confirm such a pick-up.

23.2. Some scheduled sightseeing or extended tours require a minimum number of passengers before proceeding. In the event that the minimum requirement has not been met the supplier may cancel any bookings. We will endeavour to advise you of any cancellations as soon as possible.

23.3. ATEMER reserve the right to alter itineraries or to cancel tours at short or no notice for any reason. Occasionally scheduled sightseeing and extended tours do not proceed for local reasons. In the event that it becomes necessary to cancel a tour, at least one of the following alternatives will be offered:

To continue with the requested tour but at an alternative time or date.

To change to a different tour.

 

 

23.4. ATEMER is not liable and will not offer compensation in the event that a scheduled sightseeing or extended tour does not proceed.

23.5. Tips are not included in any of the prices unless stated otherwise. They are at the discretion of the passenger.

23.6. Children travelling free may not be entitled to meals and must be carried on the lap of an accompanying adult if no seats are available.

23.7. ATEMER reserve the right to ask any person to withdraw from any tour if they deem their behaviour or conduct offensive or a nuisance to other passengers. Any refund will be made at the discretion of the tour supplier.

23.8. ATEMER is responsible for articles left in their vehicles.

23.9. Pick up times from hotels and duration of tours is approximate and may be subject to local traffic conditions.

23.10. Where a hotel pick up is offered, ATEMER will pick up passengers from the majority of the major hotels in the city, but not necessarily from all hotels. If ATEMER is unable to pick up from a requested hotel, an alternative pick up point will be suggested.

Cancellation of all Destination Services except accommodation and car hire

24.1. Should it be necessary for you to cancel a service which was not booked on-line you will receive an email from us to confirm your cancellation. If you do not receive such an email from us please resend your cancellation request. Cancelled bookings can be checked on-line only if they have been booked on-line.

24.2. In the event that charges are incurred for the cancellation, you will be advised in a separate message.

24.3. Unless otherwise stated, cancellation of Bookings must be received not less than 48 hours in advance and any cancellations received after this deadline will be charged in full. Other cancellation deadlines may be advised on-line or in our tariff for specific tours.

24.4. No refund will be made for any unused portions of the Booking.

 

 

25.1. Where such information is available, grading is according to the general standard of the accommodation. An official body does not always carry out this grading, and it is not equivalent to standard star ratings used for hotels. Grading should be regarded as a general guide only for information and they are not warranted or guaranteed by us.

Grade 1. Acceptable overall level of quality. Adequate provision of furniture, furnishings and fittings.

Grade 2. Good overall level of quality. Good overall standard of furnishings, service and guest care.

Grade 3. Good to very good level of quality. Good standard of maintenance and decoration. Ample space and good quality furniture.

Grade 4. Excellent overall level of quality. Very good care and attention to detail will be obvious throughout.

Grade 5. Exceptional overall level of quality. High levels of décor, fixtures and fittings, together with excellent standards of management efficiency and guest services. Excellent range of accessories and personal touches.

25.2. Any damage to any apartment or villa or to any of the property therein is the responsibility of the person who caused it and charges for such damage must be paid on departure.

25.3. Travelers must comply with any rules and regulations set by the accommodation provider.

25.4. The total number of people (including infants and children) using the accommodation must not exceed the maximum occupancy shown in our information; otherwise arriving guests may be refused access to the accommodation or charged an additional amount.

25.5. Travelers are likely to be asked to pay a deposit on arrival at the accommodation. It will normally be charged to a credit card, in order to cover supplementary charges that may be incurred during their stay.

25.6. Any plan of the layout of the accommodation we may supply is based on specifications supplied to us by the accommodation providers. The plan will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings and facilities may vary from those shown on the plan.

Cancellation and Amendment Conditions (Apartments and Villas)

26.1. Outside high period and Special Event Periods. For bookings which require a minimum night stay for each booking (usually but not exclusively either three nights, seven nights or multiples of seven nights) a charge amounting to not less than 25% of the value of the booking will be levied for cancellations made from the date of confirmation up to 3 days prior to the arrival date.

26.2. A minimum 1 night charge will be levied for cancellation of any apartment booking made from 3 days prior to arrival, up to and including the arrival date. Some apartments require a longer period of cancellation to avoid charges. Such periods will be shown in the tariff (under special conditions) and in the booking.

26.3. If the number of apartments booked is reduced this may be defined as a cancellation of each amended apartment and the cancellation policy may apply. We will always try to get any charges for such changes waived but we cannot guarantee to be able to do so.

26.4. No charge is made for amending the length of stay of a booking up to 3 days prior to the arrival date.

26.5. Charges might apply to amendments made within 3 days of arrival and these will be advised on a booking by booking basis.

 

 

27.1. Car bookings will be invoiced using the currency selected in the online shopping basket.

27.2. Where special cancellation conditions apply to any car hire reservation, you will be informed of the relevant conditions at the time of booking.

27.3. ATEMER is not an agent for any particular car hire company.

27.4. The voucher confirms that we have placed your reservation with the car hire company shown on the voucher, but it is not a rental agreement. Upon vehicle collection, the Traveller will be required to sign a rental agreement which will be subject to local laws, provided by the car hire company.

27.5. Please refer to the specific conditions of the car hire supplier shown on the site, which you will be asked to acknowledge before placing a booking. We also suggest you check the 'Driving Tips' shown on the site booking pages. The conditions of rental shown on this site are not exhaustive. Full conditions of rental will be contained within the car hire company's rental agreement

 

 

28.1. For reservations without special conditions, cancellation charges will be applied in relation to the notice period between notification of cancellation and the date the service is due to commence:

Notice period no Charges

0-24hrs 100% charges

More than 24 hours    No charges

28.2. No refund will be given for early return of the vehicle.

28.3. We are unable to make amendments to confirmed car hire bookings. If you need to change the reservation details, please cancel the existing booking and re-book with the new requirements.

 

 

29.1. Any amendment to any component part of a package Booking after it has been sold will result in that package booking becoming unpackaged, and any remaining individual component will subsequently become an individual Booking. If any package booking amendment results in a variation to the price originally invoiced, a new invoice will be issued for each new Booking.

29.2. Unless otherwise stated, cancellation of all package Bookings must be received not less than 72 hours in advance before travel and any cancellations received after this deadline will be charged in full. Other cancellation deadlines may be advised separately on-line or in our tariff for specific items.

29.3. For specific conditions on Hotels, Private transfers and tailor made Sightseeing, Shared transfers, scheduled sightseeing tours and extended tours, please see the relevant section within these conditions

29.4. These specific package conditions override other conditions regarding amendments and cancellation mentioned elsewhere for individual items, except that any Booking that was originally packaged and which becomes unpackaged will be subject to the standard Booking Terms.

 

 

30.1 The meet and assist service will normally begin when the Agent meets you and will normally end when the Agent leaves you. For services at the airports or pick-up location, it is the customer’s responsibility to ensure that they locate and wait for the Pearl Assist agent at the specified meeting point. The agent will call the customer if they cannot locate them. Failure to do so may be treated as a “no show” and no refund will be made.

30.2 It is the customer’s responsibility to advise Pearl Assist if the flight is changed to a different flight number and/or a new carrier.

30.3 It is the customer’s responsibility to declare in advance any Dangerous or Disallowed Goods that will be carried, and the agent will not be held responsible for any penalty, loss, damage, cost, claim or expense as a result of any breach of this requirement.

30.4 Flowers: Pearl Assist ensures all flowers provided and ordered by the customer will be fresh and meets the standards in terms of quality.

30.5 Fast track: Pearl Assist will provide the fast track service in the airports and that will be specified in the Meet & Assist specific pages. Pearl Assist will not be held liable if the immigration officers under any circumstance does not permit the agent to pass through the “Fast track” counters

 

 

31.0 If the Pearl Assist service is cancelled, a refund will be available as follows:

if the Cancellation is made more than 48 hours before the confirmed service time a 100% refund will apply

if the Cancellation is made between 48 and 24hours before the confirmed service time a 50% refund will be applied

if the Cancellation is made within 24 hours of the confirmed service time no refund will be applicable

31.1 Amendment can be done 2 hours prior to the service schedule and less than 2 hours will be considered as "No-Show".

31.2 No Shows or Service declined for whatever reason will be charged at 100%.

31.3 Any refund due to you will be paid within 30 days of the date on which you cancelled your booking.

31.4 In the event of disruption caused by natural phenomena including, but not limited to, volcanic activity and adverse weather conditions, our normal cancellation and refund terms will apply.

 

END