Our Fair Trading Agreement – go to: Our promise to you - go to: Your contract with us

This Fair Trading Agreement sets out the responsibilities which we at SANDERS COACHES LTD have to you and which you have to us once a contract is made between us. Please take time to read this important information. The contract is made when you make a booking and we accept it with written confirmation on the terms set out in this brochure. When you sign your holiday booking form, you sign on behalf of yourself and the others named in your party that you have read, understood and accepted this agreement and the information provided. Your obligation is to pay the price of the holiday and be aware of your liabilities if you want to alter the holiday or cancel it. We have clearly stated our terms in this brochure. This Fair Trading Agreement applies to all holidays in this brochure and any other additional departures.

YOUR CONTRACT WITH SANDERS COACHES LTD
1. HOLIDAY DEPOSIT
When you book your holiday, you complete a booking form accepting the terms of this agreement and pay the relevant deposit. All money paid to your booking agent is held by them on your behalf until you receive our confirmation. The agent then holds the money on our behalf.
2. PAYING THE BALANCE
You must pay the balance of your holiday payment to Sanders Coaches Ltd Holidays at least 8 weeks before departure date. You pay in full on booking, if you book within the 8-week period. If you do not pay the balance in time, we reserve the right to cancel your holiday, retain your deposit and apply cancellation charges - see paragraph 4.
3. CHANGING YOUR BOOKING
If after you've received written confirmation from us, you want to either alter your departure date or change to another of our holidays before the eight week cutoff date, the person who made the original booking should write to our office or agents with the details. We will do all we can to make the changes, which will be subject to a £20 administration fee. Other alterations such as change of pick up point will be at our discretion.
4. HOLIDAY CANCELLATION
You or any member of your party can cancel your holiday at any time by writing to us. Because of administration costs we will keep your deposit and apply the cancellation charges as shown on page 27.
5. IF YOU HAVE A COMPLAINT
If you have a complaint, please report it as soon as possible to your driver/courier. He or she will then do their best to solve the problem as quickly as possible. If you are not satisfied with his or her efforts, please write with details of the nature of your complaint, within 28 days of the end of your holiday, to Sanders Coaches Ltd, Heath Drive, Hempstead Road Industrial Estate, Holt, Norfolk, NR25 6ER. Please quote your booking reference, tour number and dates and the name of your driver/courier.
6 STATUTORY AUTHORITIES
This brochure is issued subject to relevant Acts of Parliament and Government regulations. Sanders Coaches Ltd reserves the right to modify itineraries to conform with requests from competent authorities in the United Kingdom and other sovereign states through which tours run.
7. CONDITIONS OF CARRIAGE
When you travel on an aircraft, train or ship, the conditions of carriage of that carrier apply and are subject to national and international conditions which may limit or exclude liability. Your contract made under the terms of this Fair Trade Agreement is subject to English law and jurisdiction. Vehicles not owned by Sanders may operate some coach journeys, and the specification may differ to that in the brochure. The Public Services Vehicle (Conduct of Conductors and Passengers) regulations amended 1990, apply to all coaches on any UK holiday.
8. OTHER TERMS
a: Please note that it is not possible to bring a pet on one of our holidays with the exception of guide dogs in UK and Eire. Contact us in advance if you wish to have a guide dog with you.
b: Sanders Coaches Ltd operates a no smoking policy on its coaches.
c: Playing radios, personal stereos or cassettes on our coaches is not allowed.
Sanders Coaches Ltd reserves the unconditional right to refuse a booking or terminate a customer's holiday in the event of unreasonable conduct likely to cause damage, distress, danger or annoyance to other customers, employees, property and any third party. If your holiday is terminated as a result of unreasonable conduct, Sanders Coaches Ltd responsibility for your holiday ceases. Full cancellation charges will apply, and Sanders Coaches Ltd will be under no obligation for any refund, compensation or loss which you may incur.
9. HOLIDAY INSURANCE
Comprehensive insurance cover, as detailed in the brochure, is optional. It is recommended that our insurance or an independent scheme covers all customers.
10. PASSPORT
You will need a full British passport for all continental holidays. For passengers travelling through France, your passport must be valid for three months after your return. We advise that you allow at least 28 days for your application to be processed for a new passport or renewals. If you have any doubts about your status as a resident subject or you do not hold a full British passport, you must check with the embassies or consulates of the countries to be visited to confirm the passport or visa requirements in your circumstances. We cannot accept responsibility if passengers are not in possession of the correct passports and visas.
11. HEALTH
Most western European countries have a reciprocal health agreement. For this you must carry an El 11 form available from any Post Office.

OUR PROMISE TO YOU
1. WE RESERVE YOUR HOLIDAY
We send you a confirmation/invoice, within three weeks of receiving your signed booking form. This forms the contract between us.
2. HOLIDAY PRICE
Our price includes coach travel, hotel accommodation and meals as specified in your holiday description and VAT at the current rate. Morning coffee, afternoon tea and other refreshments are not included. Some hotels may make a small charge for porterage and tea and coffee served at dinner. Gratuities for drivers, couriers and hotel staff are at your discretion.
3. IF WE CHANGE YOUR HOLIDAY
Arrangements for holidays in this brochure are made many months in advance, and sometimes changes are unavoidable. Most of these changes are likely to be minor, and we or our representatives will keep you informed. However, we will notify you of changes as soon as possible if a significant element of the contract has to be altered e.g. price, location or resort, quality of main hotel (not including single overnight hotels on touring holidays), or tour itinerary changes involving a destination being eliminated. In these circumstances you will be offered the following options:
a: To accept the changes to the contract.
b: To take a substitute holiday of equivalent or superior quality if we are able to offer you one, and to pay us the difference (if any) between the price of the original holiday and the substitute.
c: To take a substitute holiday of a lower quality, if we are able to offer you one, and to receive from us the difference in price between the original and the new holiday.
d: To have repaid to you all money paid under this contract. IN FORCE MAJEURE situations we may have to make alternative transport arrangements without any notice. This could mean travel to and from your resort by road, sea or air. Compensation cannot be paid for any changes caused by Force Majeure. Customers can refuse the alternative transport but will then be responsible for their travel arrangements and any additional payments. FORCE MAJEURE means circumstances where fulfilment and or prompt fulfilment of the contract is prevented by adverse weather, natural or nuclear disaster, fire, war or threat of war, riot or civil strife, terrorist activity and industrial dispute.
4. IF WE CANCEL YOUR HOLIDAY
We often need a minimum number of passengers to operate a tour. We may have to cancel a tour if this number is not reached by balance due date. If your holiday is cancelled in these circumstances, we will return all money paid to us within 10 days.
However we will not cancel your holiday as follows:
a: Immediately prior to departure date unless you have not paid for your holiday in full.
b: After eight weeks continental, four weeks UK, except as a result of events that are beyond our control e.g. Force Majeure (see paragraph 3), or technical problems to transport, mechanical failure or closure of ports and airports. If we have to cancel your holiday at any time, Sanders Coaches Ltd is only liable for any money you may have paid at the time of cancellation.
5. WHAT HAPPENS TO COMPLAINTS?
All complaints are thoroughly investigated and we keep customers informed of progress. Sometimes investigations can take time as we wait for responses from hoteliers. We can normally agree an amicable settlement for the few genuine complaints we receive.
6. OUR RESPONSIBILITY TO YOU
We accept responsibility for ensuring that all elements of your holiday as described in this brochure are supplied to a reasonable standard, including optional excursions purchased through our employees or agents. If any element is not supplied as advertised, we will pay reasonable compensation, unless failure to supply was due to circumstances beyond our control (see paragraphs 3 and 4).
7. ADDITIONAL INFORMATION
a: Please remember that some hotel facilities require maintenance and cleaning e.g. lifts and swimming pools, and may not be available at all times. Some services may also be affected by the weather.
b: Entertainment at hotels is often provided subject to demand.
c: Some excursions use ferries and other forms of transport which may be cancelled due to bad weather. Suitable alternatives will be provided whenever possible. All excursions are subject to change, either date or destination, due to weather or other prevailing circumstances.
d: Published running times of services are estimates and we will not be liable for any loss (however caused) arising from delay or failure to operate services according to published timetables.
e: For all claims other than death or personal injury which result from non-performance or improper performance of the contract by us, our liability to each claimant is limited to the total cost of the holiday per person.