Booking Terms and Conditions

Definitions

“We”, “us” and “our” mean Hedley Travel Ltd trading as The Luxury Holiday Company. “Service Provider” means an airline, cruise line, tour operator, accommodation provider, transport provider or another third party supplying part of the travel arrangements.

Service and agency role

The Luxury Holiday Company arranges and coordinates travel services supplied by Service Providers. We act as an agent in arranging these services, and the relevant Service Provider terms also apply to your booking.

If a booking is processed through Helloworld Travel Westgate, applicable Helloworld booking terms may also apply. Any such terms will be identified or provided as part of the booking process.

We will exercise reasonable care and skill in arranging and coordinating the travel services requested.

Nothing in these terms limits any rights or remedies available under New Zealand law, including the Consumer Guarantees Act 1993.

Service providers and responsibility

Service Providers are responsible for delivering their own services. Their terms, operational decisions and applicable local laws may affect your booking. The Luxury Holiday Company is not responsible for the acts, omissions, operational decisions or defaults of Service Providers.

This does not exclude liability for Hedley Travel Ltd's own failure to exercise reasonable care and skill in arranging and coordinating travel services.

Events outside reasonable control

We are not responsible for disruptions caused by circumstances outside reasonable control, including but not limited to:

• Severe weather or natural disasters
• Government action, border restrictions or quarantine requirements
• War, civil disturbance, terrorism or threat of terrorism
• Strikes, industrial action or labour disputes
• Transport disruption, cancellation or delay
• Supplier failure, overbooking or operational change
• Other circumstances that could not reasonably have been foreseen or avoided

We will provide reasonable assistance where possible, but outcomes may depend on Service Provider terms and your travel insurance.

Prices

Quotations are based on information, exchange rates, taxes and supplier prices available at the time. Prices and availability are not final until confirmed by the relevant Service Provider and required payment has been received.

If a Service Provider imposes a price change after a quotation is given, we will communicate this to you before any additional amount is collected.

Anything not expressly included in the quotation, such as meals, transfers, excursions, travel insurance, visa fees, tipping or personal expenses, remains the traveller's responsibility unless otherwise agreed.

Payments and deposits

Deposits, payment deadlines and accepted payment methods will be explained to you before you commit to a booking. Some Service Providers require additional deposits or booking fees, which will be disclosed as part of the booking process.

Any card, agency or payment fee charged by us will be disclosed before the payment is made.

Documentation

Travel documentation will be supplied when available after the required payments and information have been received. It is your responsibility to review all documentation promptly and to let us know if anything appears incorrect or incomplete.

Cancellations and amendments

Cancellation and amendment fees vary depending on the Service Provider, the timing of the change and the type of travel arranged. Service Provider conditions determine whether a refund is available.

Any separate agency fee charged by us for additional cancellation, amendment or refund-processing work will be disclosed before it is incurred.

Supplier refunds may take time and remain subject to supplier approval and processing. We will pass on any refund received from a Service Provider once it is received by us.

Problem solving

If you experience a problem with a Service Provider while travelling, you should raise the issue with the relevant Service Provider directly where practical, as they are responsible for delivering the service. You should also contact your travel adviser at The Luxury Holiday Company for assistance and guidance.

We will use reasonable efforts to assist, but we cannot guarantee that every issue can be resolved to your satisfaction, particularly when it arises from circumstances outside our control or from a Service Provider's operational decisions.

Passports, visas and entry requirements

Travellers are responsible for ensuring they hold valid passports, visas, entry permissions and any other required travel authorities for their itinerary. Requirements depend on your nationality, destination, transit points and individual circumstances.

Passport validity requirements vary by destination and should be checked with official authorities. We do not guarantee a specific validity period such as six months for every destination.

It is your responsibility to confirm all entry, transit and re-entry requirements well before departure.

Medical and health requirements

Travellers are responsible for checking vaccination, medication and health-entry requirements for their destinations and should seek appropriate medical advice from a qualified health professional. We do not provide medical advice.

Frequent-flyer programmes

Membership details may be added to bookings where supported by the Service Provider. Points, status credits and benefits are controlled by the relevant programme and cannot be guaranteed by us. Your travel adviser can advise what is normally possible.

Special requests

Reasonable special requests may be passed to Service Providers, but they cannot be guaranteed unless confirmed by the relevant supplier. Confirmation of a special request will be included in your booking documentation where applicable.

Travel insurance

We strongly recommend that you take out comprehensive travel insurance from the time the first payment is made. Travel insurance can cover cancellation, medical expenses, lost baggage and other risks.

Policy terms, exclusions, limits and eligibility are controlled by the insurer. We do not describe specific coverage as guaranteed. The traveller remains responsible for selecting suitable cover and understanding the policy terms.

Governing law

The arrangement services provided by Hedley Travel Ltd trading as The Luxury Holiday Company and these Booking Terms and Conditions are governed by New Zealand law. Disputes involving overseas Service Providers may also be affected by their terms and applicable laws.

Contact

Hedley Travel Ltd trading as The Luxury Holiday Company

carolyn@lhc.co.nz

09 416 1799

027 294 7744