Privacy policy

1. Introduction

When we package your holiday for you we act as agents of Hays Tour Operating Limited (ATOL 10531). Your contract will be with Hays Tour Operating Limited and the act of making a booking indicates to us that the first named person on the booking agrees to accept all responsibility for the information they provide to us and agrees that:-

• He/She has read these terms and conditions and has the authority to be bound by them,
• He/She gives consent for us to use this information in accordance with our Privacy Policy,
• The lead named person is over 18 years of age and resides in the United Kingdom (if you are based outside of the UK, you should please contact us before making a booking). Certain Cruise Lines have age restrictions for adults travelling and also a minimum child age limit so please check with us before booking to ensure that all members of your party are of the appropriate age to purchase the services required for your holiday.

2. Children Under the Age of 13

Your booking with us becomes effective when you have paid a non-refundable deposit and any applicable insurance premiums, booking fees and we have issued your confirmation invoice. Please check your confirmation carefully when you receive it and advise us, within 24 hours if you think anything is wrong since the confirmation invoice details what we have agreed to provide. Please note: it will be assumed that the lead name on the confirmation invoice has accepted these booking conditions on behalf of all the passengers included on the confirmation invoice. Fees may be applied for corrections if we are not notified promptly.

Cruise Operators accept pregnant passengers up to approximately 24 to 26 weeks gestation on your return journey date. This will vary according to the cruise line as they have limited medical facilities on board ship. Please check with us prior to booking so that our sales consultant may check with the relevant cruise line. You should carry a letter on holiday with you from your midwife or Doctor to confirm that the pregnancy is not high risk and that mother and baby are fit to travel. The letter should also confirm the estimated delivery date and that an ultrasound scan has been performed. If you are pregnant and this was not known at the time of booking, and you find that you will be past the maximum date before you travel, Cruise Nation will do their utmost to obtain a refund or part refund, however, we cannot accept any liability if this cannot be arranged as a result of the ticket terms and conditions of our suppliers.

3. Information We Collect About You and How We Collect It

Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. When entering, departing or visiting multiple countries, you should ensure you meet the requirements for all countries involved in your package holiday.

As changes can be made to passport, visa, immigration and health requirements between your booking date and your departure date, it is important and your responsibility to regularly check for any changes to requirements. Cruise Nation do not accept any responsibility if you cannot travel because you have not complied with or are able to meet, the relevant passport, visa, immigration & health requirements.

4. Information You Provide to Us

A non-refundable deposit, to be advised per passenger and any applicable insurance premiums must be paid at the time of booking. Under certain circumstances a larger deposit may be required which will be advised to you at the time of booking. These circumstances include, but are not limited to, holidays which include a cruise arrangement or flights on charter, Low Cost or scheduled airlines where the applicable air fare or cabin upgrade requires an additional deposit. Even when a larger deposit is not required for a holiday including a cruise arrangement please note that a cruise cancellation may be levied in addition to the cancellation charge on the other elements of the holiday.

5. Information We Collect Through Automatic Data Collection Technologies

The holiday balance payment that is due and shown on your confirmation invoice, must be received by us before or on 16 weeks before your date of departure. If you make a booking less than 16 weeks before the departure date, then full payment of the holiday costs and any applicable insurance premiums or booking fees must be made at the time of booking. Please note that late bookings may also incur a late booking fee of which you will be advised at the time of booking. If payment is not received within these timescales then we may cancel the booking and apply appropriate cancellation charges. Please note that any applicable insurance premiums or booking fees are not refundable and are excluded from any calculation of cancellation charges. Failure to pay your balance on time will incur a penalty charge on the following scale.

6. How We Use Your Information

Travel documents will not be released until full payment has been received by us and your API (Advanced Passenger Information) has been completed online. Wherever possible your tickets will be provided in good time prior to your date of travel but if this is not possible then arrangements will be made for their collection at your point of departure.

7. Disclosure of Your Information

The price of your holiday is as shown on your confirmation invoice but we reserve the right to alter that price of your holiday where changes occur in exchange rates or transportation costs including the cost of fuel, dues, taxes such as landing or security taxes or embarkation or disembarkation fees at ports and airports.

We will absorb and you will not be charged for any increase up to the equivalent of 2% of the holiday price excluding insurance premiums, amendment and part cancellation charges. You will be charged for the amount over and above that plus an administration fee of £1.00 per person. If this means that you have to pay an increase of more than 10% of the holiday price you will have the option of either cancelling the holiday and receiving a full refund of all monies paid except for amendments and part cancellation charges or booking fees, or accepting a change to another holiday. If we are able to offer one equivalent quality you will not be required to pay any more but if it is of lower quality you will be refunded the price difference. If you decide to cancel your holiday then you must exercise your right to do so within 14 days from the issue date of your surcharge invoice.

8. Choices About How We Use and Disclose Your Information

We will endeavour to pass on requests, e.g. flight seat location, special meals or hotel room location made to us at the time of booking and at least 30 days prior to departure. We regret that such requests cannot be guaranteed and therefore compensation claims will not be considered if your request is not honoured.

9. Accessing and Correcting Your Information

We start to incur costs and liability to suppliers for your holiday from the time your booking is confirmed. So if you cancel your holiday we make a charge to reflect these costs and liabilities. These supplier liabilities include but are not confined to cancellation charges levied by airlines, other transportation companies, hotels, cruise lines and attraction suppliers. The nearer the cancellation is to your departure date then the greater the cancellation charges will be. Please note your cancellation can only be accepted if it is in writing from the lead name on the booking. Cancellation will be effective from the date it is received. Please note that in the event of cancellation by you no insurance premium or booking fee will be refunded. Please note that a cancellation made within 35 days incurs a 100% cancellation fee.

Please note that certain arrangements that have formed a part of your holiday package may not be changed once they have been confirmed and therefore any alteration or cancellation will result in a loss of 100% of that cost. We always recommend that Travel Insurance is taken out immediately after you make a booking. If the reason for you cancelling your holiday is covered under your insurance policy, you may be able to make a claim and so should refer to your policy schedule for further information.

10. Data Security

Any change you wish to make to your confirmed accommodation booking i.e. Hotel or cabin, must be submitted in writing by the person shown as the lead name on our booking confirmation. Full details should be received by our Customer Services team no later than 16 weeks before your departure date and be accompanied by payment of the applicable amendment fees. We will do our utmost to assist, however, we cannot guarantee that your wishes can be met. All changes are subject to an administration fee of £25 per change per person in addition to any changes to the fare that will be quoted to you at the time. For example, a change to a hotel may cost £25 per person plus any difference in the room rate. Likewise, a change to a cabin would cost £25 pp plus any difference in cabin cost.

Please be aware that costs do increase the closer to your departure date that changes are made and availability cannot be guaranteed at previously advertised offer rates. If we are unable to assist you with a change and you decide that you do not wish to continue with your original booking, this will then be treated as a cancellation and cancellation fees will be payable.