TERMS OF BUSINESS & BOOKING CONDITIONS

  These booking terms and conditions govern all bookings that you make with Demo.erpexpert UK Ltd ("we", "us" or "our"). References to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

Because you can book different combinations of travel arrangements or other services (“Arrangements”) through us, we use different terms to describe them:

When making your booking for a single element or a multi-contract package, we will arrange for you to enter into contracts with the airline, hotel, transfer, excursion, or car hire companies providing the service(s) detailed on your confirmation (referred to as ‘Service Providers’). We act as an agent for those Service Providers; their terms and conditions will apply to your booking. They are available upon request.

All travel arrangements sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept or reject that offer on behalf of those suppliers.

1. Booking and Payment

By making a booking with us (either in our office, online, or via telephone), you agree that you:

• Have read these Agency Terms & Conditions and agree to be bound by them;
• Consent to our use of your information in accordance with our Privacy Policy;
• Are over 18 years of age and resident in the United Kingdom;
• Declare that you and all members of your party are of the appropriate age to purchase services with age restrictions;
• Accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

All services offered are subject to availability. Fares are not guaranteed until they are ticketed. You must pay the relevant deposit specified at the time of booking. No contract will come into existence until we accept your booking, receive your deposit or full payment in cleared funds, and issue a confirmation invoice.

All services offered are subject to availability. Fares are not guaranteed until they are ticketed. You must pay the relevant deposit specified at the time of booking. No contract will come into existence until we accept your booking, receive your deposit or full payment in cleared funds, and issue a confirmation invoice.

The balance of the cost of your arrangements is due by the balance due date notified to you. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you, and the cancellation charges set out in clause 6 will apply.

Please check your confirmation carefully. Ensure that names match exactly as stated in the relevant passport. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made directly by us. All monies you pay to us for Arrangements will be held on behalf of the Service Provider and forwarded on in accordance with our agreement with them.

2. IATA Accreditation

We are an IATA accredited agent, number: 91276091. This means that we act as an airline ticket agent on behalf of a number of airlines. Where you book a flight-only from us, we will issue you with a confirmed ticket immediately upon receipt of payment. This ticket constitutes a contract of carriage between you and the airline directly and will be governed by the airline’s own cancellation charges, terms, and conditions of carriage.

3. Prices

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.

4. Insurance

You are strongly recommended to take out personal travel insurance for all members of your party. Some Service Providers require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs.

5. Special Requests

If you have any special requests (for example, dietary requirements, cots, or room location), please let us know at the time of booking. We will pass on all such requests to the Service Provider, but we cannot guarantee that they will be met and we will have no liability to you if they are not.

6. Changes and Cancellations by You

Any cancellation or amendment request must be sent to us in writing via email and will take effect at the time we receive it. Whilst we will try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can only be accepted in accordance with the booking conditions of the Service Provider of your Arrangements.

The Service Provider may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements). In addition, you must pay us an administration fee of £100 per person per booking .

7. Changes and Cancellations by Us

Non-Package Bookings

Where you have booked a single element, we will inform you as soon as reasonably possible if the Service Provider needs to make a significant change to your confirmed Arrangements or to cancel them. We will liaise between you and the Service Provider regarding alternative arrangements or refunds, but we will have no further liability to you. We reserve the right to charge an administration fee of £50 per member of your party where we process alternative arrangements and/or a refund with the Service Provider.

Package Bookings

We reserve the right to make changes or cancel your Arrangements at any time. If we make an insignificant change, we will make reasonable efforts to inform you, but we will have no liability to you. Examples of insignificant changes include:

• Alteration of outward/return flights by less than 12 hours
• Changes to aircraft type
• Change of accommodation to another of the same or higher standard
• Changes of carriers

If we have to make a significant change or cancel, we will tell you as soon as possible and offer you the choice of:

• Accepting the changed arrangements; or
• Having a refund of all monies paid; or
• Accepting an offer of alternative arrangements of a comparable or higher standard (at no extra cost); or
• Accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference.

You must notify us of your choice within 7 days of our offer. If you fail to respond to our follow-up, we will assume that you have chosen to accept the change or alternative arrangements.

In addition to a full refund, we will pay you compensation as detailed below if you do not accept the changed arrangements and cancel, or if we cancel your booking and no alternative arrangements are available:

If we become unable to provide a significant proportion of the arrangements after you have departed, we will, if possible, make alternative arrangements for you at no extra charge, and where those alternative arrangements are of a lower standard, provide an appropriate price reduction.

8. Our Responsibility for Your Booking

Non-Package Bookings

Your contract is with the Service Provider, and its booking conditions apply. We accept no responsibility for the actual provision of the Arrangements. Our responsibilities are limited to making the booking in accordance with your instructions.

In the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of our employees.

Package Bookings

• We accept responsibility for the arrangements we agree to provide or arrange for you as an "organiser" under the Package Travel and Linked Travel Arrangements Regulations 2018. You must inform us without undue delay of any failure to perform or improper performance.
• We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost, or other claim resulting from:
  • The act(s) and/or omission(s) of the person(s) affected;
  • The act(s) and/or omission(s) of an unconnected third party which were unforeseeable or unavoidable; or
  • Force Majeure (as defined in clause 15).
• Liability Limits:
  • Luggage/possessions/money: Limited to an amount equivalent to the excess on your insurance policy per person in total, as you are required to have adequate insurance.
  • Other non-injury claims: Limited to a maximum of three times the price paid by or on behalf of the person(s) affected in total.
  • International travel/hotel stays: Limited as if we were carriers under appropriate International Conventions (Warsaw/Montreal Convention for air; Athens Convention for sea; Berne/Cotif Convention for rail; Paris Convention for hotels).
• It is a condition of our acceptance of liability that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in clause 10.
• Where any payment is made, the person(s) receiving it must assign to ourselves or our insurers any rights they may have to pursue any third party.
• If it is impossible for you to return to your departure point due to “unavoidable and extraordinary circumstances”, we shall provide you with necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. The 3-night cap does not apply to persons with reduced mobility, pregnant women, unaccompanied minors, or persons needing specific medical assistance, provided we were notified at least 48 hours before the start of your holiday.

9. Visa, Passport and Health Requirements

You are responsible for checking all passport, visa, and health requirements and ensuring your travel documents are in order. We accept no liability if you are refused entry onto a flight or into any country due to failure on your part to carry the correct documentation.

Unless you tell us otherwise, we assume all members of your party are British citizens who hold a full British passport valid for at least 6 months from the end of the duration of your Arrangements. Requirements may change; check the up-to-date position with the Passport Office, appropriate embassy, or your doctor. Special conditions apply for travel to the USA (machine-readable passports and ESTA required) and South Africa (parents travelling with children under 18 must show the child's original full birth certificate).

For the latest travel advice from the Foreign, Commonwealth & Development Office (FCDO), visit www.gov.uk/foreign-travel-advice.

10. Complaints

Any queries, concerns, or difficulties while on holiday must be reported to the Service Provider or their local representative immediately. You must, as a strict condition of your booking, obtain a written record of your complaint from the Service Provider at the time the issue arose. If you are unable to speak to them in resort, contact our customer services team directly.

If you wish to complain when you return home, please send a detailed complaint including your written report from the Service Provider and supporting evidence to our designated complaints email address within 28 days of your return. Complaints received outside of 28 days may lead to the rejection of your complaint entirely.

11. Law and Jurisdiction

These terms are governed by English law, and the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local courts).

12. Accommodation Ratings and Standards

All ratings are provided by the relevant Service Provider as a general guide. Standards and ratings vary between countries and providers. We cannot guarantee the accuracy of any ratings given.

13. Documentation & Information

Descriptions and content issued by us on behalf of Service Providers are intended to present a general idea of the services. All services shown are subject to availability.

14. Your Financial Protection

When you buy an ATOL protected flight or flight-inclusive holiday from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you, and who to contact if things go wrong.

We, or the providers identified on your ATOL Certificate, will provide you with the services listed (or a suitable alternative). In cases of insolvency, an alternative ATOL holder may provide these services at no extra cost to you, and you agree to pay any outstanding money under your contract to that alternative ATOL holder. If an alternative provider cannot be appointed, you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

15. Force Majeure

We will not pay you any compensation and will not be held responsible if we have to cancel, change, or amend your travel arrangements due to unusual or unforeseeable circumstances beyond our control. These include, but are not limited to: war, threat of war, civil unrest, industrial disputes, terrorism, natural disasters, nuclear disasters, fire, adverse weather conditions, pandemics and epidemics, unavoidable technical problems with transport, closure or congestion of airports or ports, and all similar events outside our or the supplier's control.

16. Umrah Bookings

Nationals from eligible countries specified by the Saudi Government can apply for a tourist visa. For such applications, we charge a visa application fee per passport which is strictly non-refundable . The visa application can be rejected without reason by the Saudi Authorities, for which we hold no liability.

• Passport Validity: Your passport must be valid for at least 6 months from your date of entry to the Kingdom of Saudi Arabia. We require 1 x passport-sized photograph.
• Minors:All under 18s require an adult companion.
• Non-Eligible Nationals: If the applicant is not a national of a country eligible for the Saudi Tourism Visa, we can apply for an Umrah visa. The applicant must be a resident of the United Kingdom and provide proof of UK residency status/Indefinite Leave to Remain.
• Dependents: If applying via the Saudi Consulate in London for dependents, the process typically takes 2 weeks from receipt of passports. Marriage or birth certificates and a utility/council tax bill are required.
• Health Regulations: Visa applicants must comply with all up-to-date health regulations mandated by the Saudi Authorities. You must complete any required online health or visitor registrations (such as the 'Muqeem' platform) prior to entering the Kingdom of Saudi Arabia. We are not responsible for downloading, completing, or verifying these forms.
• Mobile Applications: All applicants must possess a suitable smartphone to download and activate the required Saudi government applications (such as Tawakkalna and Nusuk/Eatmarna) upon clearing Saudi immigration. We are not responsible for the operation, activation, or availability of these applications.
• Permits: To perform Umrah or pray in the Rawdah section of The Holy Prophet’s Masjid, permits must be acquired by you using the official applications. Booking slots are strictly subject to availability, and we make no guarantee regarding the number of visits or permits you will secure.
• COVID-19 & General Illness: We are not responsible for your health and incur no liability for any additional costs you may incur due to any illness, including COVID-19. If you test positive and are unable to take your return flight, we are in no way liable for costs related to changing travel plans, flight amendments, or the extension of your stay.