GO TICKETLESS FROM GO TRAVEL GROUP LIMITED
GENERAL BOOKING TERMS & CONDITIONS

Last Updated: 06-10-2024

• Introduction

1.1   These booking conditions, together with our privacy notice and any other written information we brought to your attention before we confirmed your order, apply to your orders with Go Ticketless, a trading name of Go Travel Group Limited 20-22 Wenlock Road, London N1 7GU UK and Go Travel Group’s affiliated travel partners Merlin Travel Group Ltd of Merlin House, Mossland Road, Glasgow, G52 4XZ (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these booking conditions 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. If you have any further questions after reading these booking conditions, please contact our customer services team who will be happy to help you.

1.2   When you make an order your contract (or contracts) will always be with the supplier(s) of the product your have purchased. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below.

• Orders

2.1   By making an order, you agree on behalf of all persons detailed on the purchase that you have read these booking conditions and agree to be bound by them and you are over 18 years of age.

2.2   When you make your order you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the order summary (or any other document) are wrong you must advise us immediately as it may not be possible to make changes later, you may incur charges to make changes and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

2.3   Please check that all names, dates, and timings are correct on receipt of all documents and advise us of any errors immediately. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. Please ensure that the names given are the same as in the relevant passport.

• Payment

3.1   You will be required to pay a deposit or make full payment for your booking at the time of booking, unless otherwise indicated on the product page. Where you only pay a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your order and charge the cancellation fees set out in their terms and conditions. Except where otherwise advised or stated in the order conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

• Your contract

4.1   When making your order we will arrange for you to enter into contracts with the suppliers named on your order summary. For most orders we act as a ticket agent for the supplier. The supplier’s terms and conditions will apply to your order and we advise you to read these carefully as they contain important information. They may limit or exclude the supplier’s liability to you, as well as in accordance with applicable International Conventions. Please ask us for copies of these if you do not have them. Until a component has been confirmed by the individual supplier, no contract has been formed.

• If You Want To Change or Cancel Your Order

5.1   Any cancellation or amendment request must be sent to us in writing by the named person on the order and will not take effect until received by us. If you cancel or amend your order the supplier may charge the cancellation or amendment charge shown in their terms and conditions (which may be 100% of the cost of the order arrangements). We may collect this on their behalf and you also must pay us any applicable administration charges.

5.2  Once your booking has been cancelled, you can expect to receive a cancellation invoice & refunded amount within 14 days. Cancellation documents will be uploaded to your contact us.

5.3   How much it costs to cancel your order varies depending on how much time there is before your product is due to begin. Our cancellation charges cover the cost of processing your cancellation and to compensate us for the risk that we may not be able to resell your travel arrangements. Each product page has information regarding cancellation periods.

Note: Products notified to the customer as non-refundable at time of purchasing are exempt from any cancellation rules and will remain non-refundable at anytime.

Please ask for details of cancellation charges when you book and check your insurance policy to see if you’d be covered for the cost of any cancellation charges.

Where a product has been made in a currency that is not GBP, a qualifying refund will be made in the currency to which the order was original agreed. Any fees applied by banking for processing a refund will be passed onto the customer and will not be the liability of Go Ticketless from Go Travel Group Limited.

• Changes or Cancellations by the Supplier.

6.1    We will inform you of any changes or cancellations made by our suppliers as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

• Our Service Charges

7.1   In certain circumstances we apply service charges which will be shown on your order confirmation as follows:

• “Service Charge” – a charge for the booking agency services we provide to you.

Please note that the term “Service Charge” does not refer to us putting together a package, this is our standard charges for the service of acting as ticketing agent. This may not apply to all orders.

• Our responsibility for your order

8.1   Your contract is with the supplier and its booking conditions apply. We accept no responsibility for the actual provision of the services ordered. Our responsibilities are limited to making the order in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your order (or the appropriate proportion of this if not everyone on the order 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 any of our employees whilst acting in the course of their employment.

• Complaints

9.1   The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

9.2   If you wish to complain when you return home, we will of course assist you with this if you wish – please contact our Customer Complaints Team.

• PTS – Financial Protected Orders

Via our affiliate partners, we are a Member of PTS (Protected Trust Services), membership number 5434. As such we maintain high standards of service and integrity. The money you pay us for your purchases are held in a PTS Trust Account, ensuring that you are fully financially protected.

• Special Requests

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

• Insurance

Adequate insurance is a condition of your contract with either us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance in the event of accident or illness; loss of baggage and money; and other expenses. If you fail to travel with adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

• Delivery of Documents

All documents (e.g. invoices/tickets/receipts) will be uploaded to your Unavoidable and Extraordinary Circumstances

10.1   Except where otherwise expressly stated in these order conditions we will not be liable or pay you compensation if our obligations to you are affected by any circumstances which we or the supplier of the service in question could not have avoided even if all reasonable measures had been taken. These circumstances can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, weather conditions, local or national travel restrictions which make it impossible to travel safely to the destination and all similar events outside our control or the control of the supplier concerned.

5) If you decide that you would like to confirm your order arrangements and make a payment prior to the final balance date you may do so via your customers@goticketless.co.uk