Terms and Conditions for Hospitality Line
Confirmation
Please note that only one voucher will be issued per booking, therefore your party must arrive together. Please note if the number of passengers shown on the voucher you present on the day exceeds the number you have booked with us, you will be charged for these additional passengers or they may be denied entry.
Cancellations/Amendments
Once a booking date is confirmed, it is only possible to cancel or change the date if our supplier agrees to the change. Please note that certain products cannot be refunded of transferred once booked. These include, but are not limited to Warner Bros Studio Tour, Mamma Mia The Party, The London Eye, Madame Tussauds, London Dungeon, Shrek’s Adventure, Warwick Castle, Bear Gyrlls, Brighton i360, Up at The O2, City Cruises products and the Big Bus Tour. If an amendment is possible it will be subject to a £20.00 admin fee. Where a date cannot be altered it will not be possible to issue a refund. In the unlikely event that our supplier needs to cancel the experience after you have booked a date, we will contact you. In this circumstance, Hospitality Line will not be held liable for the cost of lost insurance premiums, travel expenses, pre-booked accommodation costs or any other costs incurred.
Complaints
All complaints must be made in writing to Hospitality Line by the lead booker only, we are unable to respond to other members of the party. The lead booker must notify Hospitality Line in writing within 7 days of the event concerned. Failure to comply with this condition shall prohibit the booker from making any claim against Hospitality Line or our supplier at a later date, save for a claim relating to death or personal injury suffered due to negligence on the part of Hospitality Line or the supplier. Hospitality Line will endeavour to respond to all complaints within 28 days of receipt, unless otherwise specified.
General
Hospitality Line does not accept any liability nor will be liable for non completion of any service or any delays arising as a result of:-
- Strikes, riots or lockouts.
- Adverse weather conditions.
- Loss, damage or cancellation due to fire, flood of any other cause beyond its control.
International Passenger Protection
For UK Operators selling Packages in the UK only
In accordance with the UK Package Travel & Linked Travel Regulations 2018 all passengers booking with Hospitality Line Ltd are fully protected for the initial deposit and subsequently the balance of all monies received by us, including repatriation costs and arrangements, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Hospitality Line Ltd.
There is no requirement for Financial Protection of day trips or single elements, and none is provided.
Hospitality Line Ltd has taken out an insurance provided by International Passenger Protection Ltd (IPP) with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company. This insurance is only valid for passengers who book with Hospitality Line Ltd. This insurance does not cover the insolvency of agents, however, bookings through agents with Hospitality Line Ltd are covered in the event of the insolvency of Hospitality Line Ltd.
In the event of our insolvency please make contact as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator:
IPP Claims at Sedgwick
Telephone: +44 (0)345 266 1872
Email: Insolvency-claims@ipplondon.co.uk
or online at http://www.ipplondon.co.uk/claims.asp
These terms and conditions are governed by English Law and in the unlikely event of dispute, the parties shall submit to the exclusive jurisdiction of the English Courts.