01Who you are booking with
Your holiday is sold by Bella Route Travel ("we", "us", "our"). You can reach us at bellaroutetravel@protonmail.com or on WhatsApp at +44 7491 740045.
In these conditions, "you" means the person who makes the booking and everyone named on it. The person who makes the booking must be 18 or over, is responsible for paying for the whole booking, and confirms that they have the authority of everyone else named on it to accept these conditions on their behalf.
"Holiday" or "package" means the combination of travel services we confirm to you in writing, which will usually include flights, accommodation, meals as stated, and transfers.
02Making a booking
Enquiring costs nothing and commits you to nothing. When you enquire, we put together a proposed itinerary and a total price and send it to you in writing.
A booking only exists once we have confirmed it to you in writing and you have paid. Until you receive that written confirmation from us, no contract exists between us, whatever has been discussed by message, email or phone.
Before you pay, we will give you in writing: the itinerary, everything that is included and excluded, the total price with no hidden extras, and these booking conditions. Please check every detail carefully, particularly names, dates and airports, and tell us immediately if anything is wrong. Names must match the passport being used to travel.
When your itinerary is confirmed we send you a secure payment link. We will never ask you for your card details by message, email or phone, and we will never ask you to send money to a personal account. If you receive a request like that claiming to be from us, do not act on it and contact us on the number above.
03Prices and what is included
Prices are in pounds sterling and are quoted per person or per couple as stated on your confirmation. Prices shown on our website are starting prices for the arrangements described, and they depend on availability, travel dates, airport and party size. The price that applies to you is the one on your written confirmation.
Unless your confirmation says otherwise, your holiday price includes return flights, accommodation, the meals stated, and the airport transfers stated.
Unless stated, the price does not include: travel insurance, checked baggage beyond the airline's allowance, seat selection, meals and drinks other than those stated, excursions, tips, local tourist or city taxes payable at the accommodation, visas, vaccinations, or anything of a personal nature.
Once we have confirmed your booking and taken payment, the price of your holiday will not change. We will not pass on surcharges to you after that point.
04Paying for your holiday
Full payment is due at the time of booking. Your holiday is only confirmed and your dates are only held once payment has been received in full via the secure payment link we send you.
Because we buy your flights and accommodation from suppliers as soon as your booking is confirmed, we cannot hold arrangements without payment.
Package holidays and other travel services provided on a specific date are exempt from the 14-day right to cancel that applies to most online purchases under the Consumer Contracts Regulations 2013. If you cancel, the charges in section 07 apply. This does not affect your legal rights where we are at fault.
05Promotional prices and offers
From time to time we offer introductory prices, featured deals and promotional discounts. Unless we say otherwise in writing:
- Promotional and introductory prices are for new clients and are limited in number. They are subject to availability and may be withdrawn at any time before your booking is confirmed.
- Our £200 couple offer applies where you book and a second couple, being two additional paying adults, book and travel on the same dates as part of the same arrangement. The £200 is deducted from your own holiday price. It is applied once per booking, cannot be exchanged for cash, and is withdrawn if the second couple cancel.
- Offers and vouchers cannot be combined with each other unless we confirm otherwise in writing.
- Vouchers are transferable, valid for one use only, and are not refundable or exchangeable for cash.
- An offer applies only if it is reflected on the written confirmation you receive before paying. Discounts cannot be applied retrospectively.
06If you want to change your booking
If you want to change your holiday after it has been confirmed, contact us as soon as possible and we will do our best to help. We cannot promise that a change will be possible.
Where a change can be made, you will pay an amendment fee of £50 per person, plus any charge the airline, hotel or other supplier makes for the change, plus any difference in the price of the new arrangements. Airline tickets in particular are often non-changeable, and the cost of changing a name or a date can be as much as buying a new ticket.
Changes requested within 28 days of departure will normally be treated as a cancellation and rebooking, and the charges in section 07 will apply.
If a member of your party has to withdraw, you may be able to transfer the booking to someone else who meets all the conditions of the holiday, provided you give us reasonable notice. You will pay the amendment fee, any supplier charges, and remain responsible for the full price.
07If you cancel your holiday
You can cancel at any time. The cancellation must be sent to us in writing by the person who made the booking, and it takes effect on the day we receive it.
Because we commit your money to airlines and hotels as soon as you book, and because we cannot usually recover it, cancellation charges apply. These charges are our genuine pre-estimate of the loss we suffer when a booking is cancelled.
| Written notice we receive before departure | Charge |
|---|---|
| 70 days or more | £200 per person |
| 69 to 57 days | 30% of the price |
| 56 to 43 days | 50% of the price |
| 42 to 29 days | 70% of the price |
| 28 to 15 days | 90% of the price |
| 14 days or less | 100% of the price |
Any amount owed back to you will be refunded to the card used for payment within 14 days of the cancellation taking effect.
Where the reason for your cancellation is covered by your travel insurance, you may be able to reclaim these charges from your insurer. This is one of the main reasons we ask you to take out insurance as soon as you book.
If you do not travel, or you cut your holiday short, or you do not use part of what has been booked, no refund is due.
08If we change or cancel your holiday
We plan holidays a long time in advance and occasionally have to make changes. Most are minor, and we will tell you as soon as we reasonably can.
Sometimes a change is significant. That means a change to the departure or return date, a change of resort area, a downgrade in the standard of your accommodation, or a change of departure airport other than between airports serving the same city. If we have to make a significant change, or we have to cancel your holiday, you can choose to:
- accept the changed arrangements;
- take an alternative holiday of an equivalent standard, if we can offer one, paying or being refunded the difference in price; or
- cancel and receive a full refund of everything you have paid us, within 14 days.
We will not pay compensation where the change or cancellation is caused by circumstances beyond our reasonable control. That includes war or the threat of war, civil unrest, terrorism, serious security risks, significant risks to human health such as an epidemic, natural disaster, fire, flood, adverse weather, air traffic control decisions, airport closures, strikes and other industrial action, and government or public authority action.
We may cancel your holiday if you do not pay in full, or if the minimum number of participants stated for a group departure is not reached, in which case we will tell you as far in advance as we can.
09Passports, visas and health
It is your responsibility to hold a valid passport and any visas or permits you need, and to meet the entry and health requirements of Italy and any country you travel through. We can point you in the right direction, but we cannot do this for you and we are not liable if you are refused boarding or entry.
Most UK passport holders travelling to Italy need a passport valid for at least three months after the date they intend to leave the EU, issued within the previous ten years. Requirements change, so please check the current UK Government travel advice for Italy before you book and again before you travel.
If you have a medical condition, reduced mobility, allergy or dietary requirement that could affect your holiday, tell us before you book so we can check whether the arrangements are suitable.
10Travel insurance
We strongly recommend that you take out travel insurance as soon as your booking is confirmed. It should cover cancellation and curtailment, medical expenses and repatriation, personal belongings, and any activities you plan to do.
Insurance taken out on the day you book is what protects you against the cancellation charges in section 07 if illness or another insured event stops you travelling. Insurance bought later will not cover anything you already knew about.
11Behaviour and your conduct
We want everyone to enjoy their holiday. If in our reasonable opinion, or that of an airline, hotel manager or other person in authority, your behaviour causes or is likely to cause danger, distress, damage or serious annoyance to others, we may end your holiday.
If that happens, our responsibility to you ends immediately, we will not pay any refund or compensation, and we will not meet any costs of your return home. You are responsible for any damage or loss you cause and must pay for it at the time.
12Special requests and accessibility
If you have a special request, tell us when you book and we will pass it to the hotel or airline. We cannot guarantee that a request will be met, and a request that has not been confirmed in writing by us does not form part of your contract.
If you have accessibility needs, please talk to us before booking so we can be honest with you about whether the accommodation, transfers and excursions are suitable.
13Financial protection
Where your holiday includes flights, the arrangements are made through our suppliers. We will tell you in writing, before you pay, exactly how your flights, accommodation and transfers are arranged and what financial protection applies to your booking.
If financial protection under the Package Travel and Linked Travel Arrangements Regulations 2018 or the ATOL scheme applies to your booking, we will confirm this and give you the relevant certificate. Please ask us if anything about this is unclear before you pay.
14Our responsibility to you
We will arrange your holiday with reasonable skill and care, and we accept responsibility if any part of it is not provided as described because of the fault of us or our suppliers.
We are not responsible where the failure is your own fault, the fault of an unconnected third party, or caused by unavoidable and extraordinary circumstances of the kind described in section 08.
Where an international convention applies, such as the Montreal Convention for air travel, our liability is limited in the way that convention allows. We do not limit or exclude our liability for death or personal injury caused by our negligence, or for fraud, or for anything else that cannot be limited by law.
We are not responsible for activities, excursions or services that you book independently while you are away and that do not form part of the package we confirmed to you.
15If something goes wrong
If there is a problem while you are away, please tell the hotel or supplier straight away and contact us at once on WhatsApp or by email. Most problems can be put right on the spot, and giving us the chance to fix it is important.
If the problem is not resolved, write to us within 28 days of coming home with your booking reference and full details. We will acknowledge your complaint within 14 days and give you a full reply within 28 days.
16Your personal data
We collect the personal data we need to arrange your holiday, such as names, contact details, dates of birth and passport details, and any health or dietary information you choose to give us. We use it to make your booking and pass it to the airlines, hotels and transfer companies involved, which may be outside the UK.
We keep your data only as long as we need it, we do not sell it, and we only send you marketing if you have asked us to. You can ask us to see, correct or delete your data at any time by emailing us.
17Law and jurisdiction
These conditions and your contract with us are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.
If any part of these conditions is found to be unenforceable, the rest continues to apply. Nothing in these conditions affects your statutory rights as a consumer.