Terms and Conditions

Complete Orlando is a trading name of ATD Travel Services Ltd. All bookings are subject to availability at the time of reservation. All holidays sold are subject to the following terms and conditions. Please note we reserve the right to cancel or amend any bookings made directly on our website within 24-hrs of booking. Full refund will be given if the reservation is cancelled.

The Contract

The Contract

These booking conditions will form the contract between Complete Orlando and you, the client. When you ask for your booking to be confirmed and you pay a deposit (or pay in full if you are booking within 8 weeks of departure), this confirms that you are happy with the price and a contract will exist as soon as we issue you with a confirmation invoice. The 'lead name' on the booking guarantees that he or she has the authority to accept and does accept on behalf of the party the terms of these booking conditions. It is your responsibility to check this confirmation invoice, and to urgently advise us if there are any errors or omissions. It is your responsibility to ensure that all names are shown exactly as written in each passenger's passport. Complete Orlando accepts no responsibility for any problems arising from incomplete documentation or inaccurate information supplied.

Payment

Payment with a credit or debit card is required to make a reservation (we do not accept AMEX or Diners Club). If a booking is made 56 or more days before departure, the following deposits are required which are non-refundable:

- Full payment on all flights
- £75 per accommodation
- 20% of attraction tickets
- 10% of car rental
- Total premium for holiday insurance

The remaining balance due will be collected approximately eight weeks prior to departure. For reservations made less than 56 days before departure, full payment will be collected at time of booking. Upon receipt of payment, Complete Orlando will forward a confirmation invoice. Any fraudulent use of credit cards will be reported to the police. If we do not receive the balance by the due date we will treat the booking as cancelled by you and you agree to pay the cancellation charges as described in the Cancellations/Refunds section. Tickets and other documents will normally be forwarded approximately 14 days date of departure, if applicable.

Price Policy

All prices are quoted in £'s sterling. The prices quoted, shown on our website, and in supplementary promotional material, apply at the time however are subject to change without notice. The price of your holiday will be confirmed on booking. When you have booked your holiday and paid your deposit or the full amount if you book within eight weeks of departure, the price of your holiday as shown on your confirmation invoice is guaranteed unless you elect to change the confirmed booking. The only additional charges or reductions we can pass on to you are those which may result from Government action, increased transportation costs (including the costs of fuel) or taxes. Where the increase occurs within 30 days prior to your scheduled UK departure date or is not greater than 2% of the total cost of your holiday, we will not pass on any additional charges. The costs of all standard taxes are included in our prices. Due to the financial commitments being made by Complete Orlando we regret we are not able to make reductions in holiday prices once a holiday is booked and confirmed even if special offers become available. Special offers are for new bookings only.

Not Included:

• Airport transfers, unless specifically booked.
• Hotel parking charges (unless specified).
• Hotel extras and sundry items such as safes, mini-bars, etc.
• Visa fees, porterage, personal expenditure.
• The services of a local representative.
• Government action, increased transportation costs (including the cost of fuel or taxes, airport embarkation or disembarkation fees) and fluctuations in the exchange rate.
• Security charges introduced or increased after you have booked which affect transportation costs.
• Wherever we are constrained to increase the holiday price before the agreed date of departure, then you are entitled:
  - To take a substitute holiday of equivalent or superior quality if we are able to offer you such substitute.
  - To take a substitute holiday of lower quality if we are able to offer you one in which case we will return to you the difference in price; or
  - To have all the monies paid by you refunded.

Changes or Cancellations

Changes made by you to a confirmed booking

If you wish to change your booking after the confirmation invoice has been issued, the person who originally made & paid for the booking should contact us and we will try to meet the request. All changes are strictly subject to availability at the time of request. If we are able to make the change requested, a non-refundable administration fee of £75 per person per alteration is applicable, plus any increase which may affect the overall holiday price. Alteration of a booking within 8 weeks of departure date may incur additional costs. PLEASE NOTE: If amending flights at any time, these will be treated as cancelation and therefore full cancelation charges apply to the flights component of your booking. New tickets/ flights will be subject to availability and price change at time of re-booking.

Changes by you to a confirmed booking whilst abroad

We regret that no credit or refund is possible for any unused services provided in the cost of your holiday. If you decide to change your travel arrangements whilst abroad this is your own responsibility and Complete Orlando or the Company's Agents are not responsible for any extras or difficulties that may arise with onward travel as a result of such alterations. No credit or refund is possible for any lost, mislaid, stolen or destroyed documents which could be the subject of a claim on your own insurance.

Important notes:

We cannot be held responsible for any portion of your holiday that is not arranged by Complete Orlando. Should you need to change elements of your Complete Orlando arrangements, the relevant administration fee or cancellation charges will apply. Many suppliers do not permit us to change names or travel dates and impose full cancellation charges. We will pass these on to you in addition to our administration charge, where applicable. Some accommodation types, particularly self-catering and hotel rooms with reductions for 3+ people are priced according to the number of occupants. If fewer people travel than originally booked there will be extra charges to pay which will be advised to you when you make the changes.

Cancellations/ refunds

If you or any member of your party wishes to cancel your booking once a confirmation invoice has been issued, the person who made & paid for the booking must notify us in writing directly to Complete Orlando. The cancellation charges you will be required to pay will be calculated from the date we receive written notification. Please note we cannot refund deposits, amendment fees or insurance premiums. We strongly recommend that you take out full travel insurance, which includes cancellation cover. As we incur costs from the time you make your booking, you agree that if you cancel your booking, you will compensate us for our expenses and losses as per costs shown below. Our cancellation charges increase the closer to your confirmed departure date your written cancellation is received at our offices. This is because we may have to pre-pay our suppliers and there is also a reduced opportunity for us to re-sell your holiday as we near departure date.

All refunds are subject to return of all unused documents (airline tickets and vouchers). Insurance premiums are non-refundable along with all flight bookings. It is not possible to make refunds after departure from the UK for any services not used or for partially used car rental. These charges will always apply unless the Foreign Office specifically advises against travel to Florida.

Changes by the Company

On occasion it may be necessary to amend certain arrangements of your holiday, which we reserve the right to do at any time. If a major change occurs we will inform you as soon as possible. Major change is one that involves changing UK departure airport (except London Heathrow, Gatwick & Stansted, Glasgow & Edinburgh, Manchester & Birmingham, Newcastle &Durham Tees etc.), a difference of more than 12 hours in departure time from UK, and a change in resort or offering of a lower category hotel. In these cases you can (a) accept changed travel arrangements (b) purchase another Complete Orlando holiday (c) cancel your holiday. If (a) or (b) we pay compensation as below. If (c) we also refund all monies paid. Period before scheduled departure within which major change notified to you.

Once the change is confirmed no further claims for compensation or additional expenses will be accepted. In no case will we pay compensation or accept liability if change is due to force majeure; risk/ threat of war, industrial disputes, riot, civil strife, terrorist activity, natural/ nuclear disasters, fire or adverse weather conditions, technical problems to transport, changes imposed by flight rescheduling, closure or congestion of airports or ports, cancellations or changes of scheduled airlines and similar events beyond our control.

We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.

Very rarely, we may be forced by "force majeure" (see below) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.

If we Cancel your Holiday

We reserve the right in any circumstances to cancel your holiday. In this event we will inform you as soon as possible and offer you an alternative holiday of a comparable standard if available, or refund all monies paid. In no case, except for circumstances outside our control, will your holiday be cancelled less than 8 weeks before departure. Compensation will be payable as above.

General

Accommodation

All classifications of properties have, wherever possible, been taken from the 'Official Hotel Guide' or similar. We cannot accept responsibility for changes occurring after publication on our website. All properties are contracted on a 'Run of House' basis, which means you have a standard room from any part of the property unless otherwise advertised. Special accommodation requests, such as adjoining rooms, or twin beds are subject to hotel availability and cannot be guaranteed. We cannot accept any booking that is conditional upon special requests being met. Children and 3rd/ 4th adult prices are based on use of existing bedding. Rooms usually have one or two double beds, depending on room size. Rollaway beds are often available to ease sleeping arrangements and usually incur a supplementary charge payable locally to the hotel. It is essential that you confirm the full name and address of your selected property at time of booking. Please note that check-in times at most hotels are generally permitted after 3.00pm. On check in, a credit card may be required for incidentals. US hotels require at least one guest to be a minimum age of 21 years. Please advise us at the time of booking if no member of your party is at least 21 years of age. If you book accommodation and you do not meet the minimum check-in age, Complete Orlando will not be held responsible for any additional fees which you may incur due to this such as cancellation charges and/or amendment fees. Check-out time at most hotels is generally 11.00am. Parking charges (if applicable) are not included. Complete Orlando cannot be held responsible if a hotel withdraws any free facilities such as parking.

Advance Passenger Information (API)

All airlines are required by the US Government to collect API (Advance Passenger Information) for all passengers before travel to the US. Passengers who refuse to supply API will not be allowed entry to the US and therefore will not be accepted for travel at check-in. All airlines are bound by the UK data protection and privacy laws. It is your responsibility to provide the required information to the airline you are travelling with. Many airlines allow you to do this online. You will need the airlines PNR/ locator to be able to do this which will be on your confirmation invoice. The passport information required is as follows:

• Passport number
• Country which issued passport
• Passport expiry date
• Given names (as they appear on the passport)
• Last name
• Gender
• Date of birth
• Nationality
• Country of residence
• Destination address in the US including zip-code

Car Rental Requirements

Drivers must be at least 21 years of age and in a possession of a valid driver’s licence (not an International Driving Permit) and a major credit card. Drivers 21-24 years of age will be subject to a surcharge. Your car rental includes unlimited mileage, Collision Damage Waiver, Extended Protection, Sales Tax, State Tax and Airport Fees. Each day's rental is based on a 24-hour period, with additional hours used subject to surcharge. One-way rentals must be confirmed in advance and are subject to drop off fees locally. Cars may be reserved by category only and not by specific model. Similar or larger cars may be substituted. All car rentals are subject to the legal terms, conditions and pricing procedures the individual car rental company. In the event of subsequent enactment of any law in the United States, whether local, state or federal, which restricts or prohibits any of those terms, conditions or pricing procedures, the individual car rental company’s terms/ prices will be subject to adjustment to the extent necessary to compensate for such restriction or prohibition. You must return your car to the designated office by the time stated on your rental agreement to avoid further charges.

Car Rental Upgrades

Vehicle upgrades arranged locally at the relevant car rental station will be charged at a daily rate, which may be considerably higher than the upgrade fees if pre-booked. Any local fees will be printed on the Car Rental Agreement, which you should check carefully before leaving the depot. Complete Orlando will not be liable for additional costs incurred as result of client’s decision to upgrade/ change their vehicle locally.

Check-in & Check-out Procedure

Please note check-in and check-out times vary from hotel to hotel however in general, check-in time is 3pm and check-out time is 11am. If you do require a late check-out time, please speak to the hotel directly during your stay. Please note if you do not check-in to your hotel on the first day of your reservation, the hotel will treat this as a ‘No-show’ and you room will be cancelled. Of course, we appreicate that flights or other travel arrangements can be delayed or cancelled. If this is the case, please notify Complete Orlando as soon as you can so we can therefore update your hotel accordingly thus avoiding your room being cancelled.

Complete Orlando Liability

We accept responsibility if services which we are obliged to provide prove deficient or not of the standard advertised. For services provided by air carriers, our liability is limited in the manner provided by International Conventions. Complete Orlando accepts no responsibility for, and shall not be liable in respect of, loss or damage or changes caused by force majeure.

Conditions of Carriage

Your holiday may include international carriage by air and the terms and conditions of carriage of the airline apply which are themselves the subject of international agreements and which may limit or exclude liability.

Consumer Protection

The air holidays and flights in this website are ATOL Protected, since we hold an Air Travel Organiser’s License granted by the Civil Aviation Authority. Our ATOL number is ATOL 9720. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website atwww.atol.org.uk. Accommodation, attraction tickets & car only bookings are not covered under the ATOL scheme.

Currency

It can be difficult to exchange sterling in the USA however; most UK cash cards now work in the USA. Before you travel it’s a good idea to obtain some small denomination dollar bills for immediate expenses on arrival, such as freeway tolls and gratuities. We recommend that you carry at least one credit card such as American Express, Visa, MasterCard or Diners Club, as you will normally be asked for an imprint of your card on arrival at any hotel, to cover incidentals.

Customers outside of the UK

Complete Orlando hold contracts with major suppliers and for contractual reasons we regret that we are not permitted to sell to customers outside of the United Kingdom. Sorry for any inconvenience this may cause.

Delivery of Documents

Upon receipt of deposit or full payment, Complete Orlando will issue a booking confirmation/ invoice usually via email. Tickets and other documents will normally be forwarded approximately 14 days before date of departure, if applicable. It is important that you check your documents on receipt. Please notify Complete Orlando immediately if there are any errors or omissions. Complete Orlando will not be liable for any complications arising from inaccurate documentation. For late bookings, a discretionary fee of up to £25 may be charged.

Disabled Clients

We welcome all customers including those with disabilities and we endeavour to meet individual needs. However, in order to assist, we must be advised at time of booking of any disability and special requirements. Special facilities can be requested but may not be guaranteed. Sometimes, if it seems that we are unable to provide our usually high standard of service, we may suggest that a specialist operator is contacted.

Eligibility

Holiday packages are designed for holiday travellers (not convention or group travellers). If this holiday package is used for any reason other than leisure travel, some hotels may directly assess an additional surcharge during holiday, convention or special event time periods.

Electronic System for Travel Authorisation (ESTA)

As of 12 January it is now compulsory for all Visa Waiver Program (VWP) travellers to submit their information through the Electronic System for Travel Authorisation prior to departure. Information required through ESTA mirrors the data visitors already submit through the I-94W paper form currently filled out on the aircraft or upon arrival at a U.S. port of entry; however, this new system simplifies the process by allowing you to complete the form online prior to arrival. Please note it is your responsibility to complete this prior to departure from the UK. If you do not complete this form, you will not be allowed entry in the US. Please click here: https://esta.cbp.dhs.go

Flights and other services

You are reminded that Captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in-flight. The Captain or other authorised representatives of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your holiday contract will terminate immediately. Complete Orlando will have no further responsibility or liability to you. When you book holiday with Complete Orlando you accept responsibility for the proper conduct for yourself and your party whilst on holiday and at airports. If your actions or those of a member of your party cause damage to the accommodation in which you are staying or cause delay or diversion to any flight or other means of transportation, you agree to fully indemnify (i.e. compensate or reimburse) Complete Orlando against any claim (including legal costs) made against Complete Orlando by or behalf of the owners of such accommodation or the operator of such flights or other means of transportation.

Flight Delays

We will not accept liability, or pay compensation for (or consequence of) transatlantic/ domestic flight delays. The airline will assist by allocating you seats on the next available flight and where necessary provide overnight accommodation. For travel delay compensation please refer to your travel insurance policy.

Flight-only Bookings

Due to the nature of the airline market, we can no longer sell flight-only. All flights must be sold with the same length of accommodation. We reserve the right to cancel any bookings made online if the length of accommodation does not match the flights dates.

Holiday Insurance

You MUST have adequate holiday insurance cover suitable for your holiday and your particular needs and which provides cover for the cost of cancellation by you, a 24-hr emergency and repatriation service in the event of accident or illness, loss luggage, delay and curtailment cover plus loss of personal items and cash. Experience has taught us that the overwhelming majority of our clients either already have your-round policies or prefer taking out their own. Complete Orlando can not be held responsible for any liability, expenses or losses you may incur as a result of having inadequate holiday insurance. If you still require Holiday Insurance, please click here for a quote and to book.

Links to 3rd Party Websites

This site may contain hyper links to external websites owned and operated by third parties. Complete Orlando has no control over or association with such third party sites and no responsibility in relation to the accuracy or quality of the information contained within them.

Minimum Check-in Age

US hotels require at least one guest to be a minimum age of 21 years. Please advise us at the time of booking if no member of your party is at least 21 years of age. If you book accommodation and you do not meet the minimum check-in age, Complete Orlando will not be held responsible for any additional fees which you may incur due to this such as cancellation charges and/or amendment fees.

Misadventure

Should you or any member of your party suffer illness, personal injury or death through any misadventure arising out of an activity which does not form part of your holiday arrangements, we shall offer assistance such as we are able. Such assistance shall take the form of guidance and advice.

Passports and Visas - Your responsibility

Any passports, visas, health inoculations/ certificates, International Driving Licences and other travel documents required for your holiday must be obtained by you, whose responsibility it remains to ensure that these are all in order and to meet any additional costs incurred as a result of failure to comply with such requirements. We are not liable for any costs, delays or illness resulting from your failure to meet these requirements. All passengers, including children and babies, are required to hold their own valid 10 year British Citizens machine-readable passport. It will no longer be possible for children to travel to the USA on their parent’s passport. Your passport is machine-readable if the white strip at the bottom of the personal data page has 2 lines of print. If your passport does not have a white strip, or the white strip is blank, it is not machine-readable. Please check with the UK Passport Service on 0870 521 0410 or www.passport.gov.uk for further information. Passports must be valid for at least 90 days from date of entry. The majority of British machine-readable passports holders do not normally require a visa to visit the USA providing they will be in the USA no more than 90 days, hold a return ticket, do not have a criminal record and complete a Visa Waiver Form. Any passengers holding a British passport issued overseas, will be required to obtain a valid US entry visa. All passengers will be required to prove, upon arrival, that they have accommodation booked in the USA and have the full address of that, including the zip code. We provide this information on your documentation so do ensure you keep this to hand. Please note that any passengers who are denied entry as a result of incomplete documentation will not be eligible for a refund. We strongly recommend that you contact the US embassy for full details of the conditions of the Visa Waiver and/or entry requirements as exclusions apply. Tel: 0904 2450100 (calls are charged at £1.20 per minute) or visit www.usembassy.org.uk.

Problems whilst on holiday

In the unlikely event of encountering difficulties whilst on holiday in Orlando it is essential to take up the matter locally. Failure to contact the hotel staff, relevant supplier or the 24-hour emergency telephone number whilst in resort, may affect your rights under this contract. Should any problem remain unresolved please notify our Customer Relations Department in writing within 28 days of your return.

Product Descriptions & Free Offers

Complete Orlando strives to ensure accuracy of descriptions and information shown however we are not always able to control all the components of the holiday arrangements and it is possible that an advertised facility may be withdrawn or changed. We cannot be held responsible for changes to the content of advertised free offers and we are unable to accept liability for loss of an advertised facility or withdrawal of free offers. Also, please note that pictures only present a representation of the product.

Public Holidays

We are unable to accept liability for any alterations or withdrawal of facilities due to National or Public Holidays and suggest that you consult the relevant Tourist Board for further information.

Resort Fees

Many resort hotels impose a 'Resort Fee'. Wherever possible, we include these in our prices. Some, however, may be payable locally. Some hotels charge locally for energy fees or a mandatory daily charge for the use of local phone calls. If we have been advised in advance by the hotel, we will make a note of the local charge on the website.

Scheduled Airlines

Air transportation is by scheduled services of IATA airlines unless otherwise specified. All details are correct at time of being shown and are liable to change by airline or by direction of any government or competent authority at any time. Our confirmation invoice will detail the airline operator, origin/ destination airports and provisional timings of reserved flights. We are unable to specify aircraft type on our invoice. Information on aircraft type, flight routings and timings of designated flights are provided at time of booking and are subject to change. Changes to schedule or flight time will be advised but it is possible that further changes can occur. We strongly recommend that the relevant airline is contacted before your flight. We/ airlines reserve the right to substitute alternative aircraft and/ or airlines at any time. Should a major change occur after you receive your invoice you will have the right to cancel without penalty. See 'Changes by the Company' for further details.

Seasonal Changes

Many destinations have certain times of the year when things quieten down. Should a feature be considered by you to be crucial to your enjoyment of the holiday, it is essential that you declare your specific interest/ requirement at time of booking to enable us to verify, and confirm in writing, the availability of such a desired feature. It's sometimes possible to change things around after arrival, but please help us to fulfil your expectations by checking with us ahead of travel - not after your return.

Special Requests

If you have a special request for a facility or service not advertised e.g. adjoining rooms or airline seat requests, we shall pass it on to the relevant supplier but we cannot guarantee that it will be met and we shall have no liability to you if it is not.

Travel Advice

For government advice on your destination, see www.fco.gov.uk/knowbeforeyougo

Travel Insurance

We highly recommend the purchase of the Complete Orlando Travel Insurance protection plan. We have designed this travel protection plan with you in mind.

Weather

Florida is located in the warm Southeast of the USA and has the Atlantic Ocean on its East Coast and the tropical Gulf of Mexico on its West. Due to this location, Florida is prone to erratic changes in weather patterns. This part of the world is occasionally affected by hurricanes, particularly during the summer months between Jun-Oct. Should your arrangements be affected by a Hurricane, Complete Orlando will endeavour to assist and offer practical support, however such occurrences are ‘force majeure’ and we shall not be liable for any changes to your itinerary.