Terms & Conditions
1. Introduction
1.1 These Terms and Conditions ("Terms") set out the agreement between Remi Travel Ltd, trading as Remi ("we", "us", "our") and the customer ("you", "your") when booking travel services. By making a booking, you accept these Terms.
1.2 Remi is an independent travel agent of The JLT Group, PTS No. 6090. Where we arrange travel services as agent, your contract is with the relevant supplier or tour operator and that supplier’s booking conditions apply. Where a package is sold under JLT’s PTS and/or ATOL arrangements, the organiser and contracting entity will be identified in your booking confirmation and, where applicable, your ATOL Certificate. Remi will not be treated as the package organiser unless it is expressly identified as such in those documents and is legally authorised to act in that capacity.
The specific nature of our role (agent or principal) will usually be confirmed in your booking documentation. If you are unsure, please contact our support team before proceeding. Our responsibilities vary depending on this role and are detailed below.
1.3 No Remi travel consultant, agent or representative is authorised to make verbal promises, guarantees or amendments to these Terms or to your booking unless they are confirmed in writing by the relevant contracting party.
2. Booking
2.1 By booking, you confirm that:
You are over 18.
You have read and agree to these Terms.
You accept responsibility for all people listed on the booking.
2.2 By proceeding to make payment, you agree to the cancellation policy specified in the quote you accept. Check your information carefully and notify us immediately of any errors. It may not be possible to amend later, and changes may incur charges.
2.3 Ensure all names match passports or ID and that travel dates and details are correct. Any fees charged by suppliers for changes will be passed on to you, and we will not be liable for those fees.
3. Payment
3.1 Payments are made through a payment processing service provided by JLT Group. We are authorised to use this service as an independent travel agent of JLT Group, PTS No. 6090.
3.2 All accommodation-only bookings are made after full payment is made which is listed in the quote.
3.3 For package holidays and bookings other than accommodation-only bookings, a non-refundable deposit or full payment is required at the time of booking. Where only a deposit is paid, the remaining balance must be received by the due date specified on your confirmation document. Failure to pay the balance on time may result in the cancellation of your booking and the application of cancellation charges. All deposits, administrative fees, service charges are non-refundable unless otherwise expressly stated at the time of booking. We commit to suppliers and incur costs on your behalf immediately upon confirmation.
3.4 Pricing Errors and Omissions.
We reserve the right to correct obvious errors in both advertised and confirmed prices. If an obvious error is identified after booking, we will notify you as soon as possible and give you the option to pay the correct price or cancel for a full refund.
3.5 Chargeback Protection.
You agree not to initiate an unwarranted chargeback via your credit or debit card provider in respect of full payment, cancellation fees, or services properly rendered. If you initiate a chargeback prior to your date of travel, we reserve the right to treat this as a cancellation by you and immediately terminate your booking. Standard cancellation charges will apply. Should an unjustified chargeback be raised at any time, you will remain liable for the original booking cost plus any administrative, legal, or recovery costs incurred by us.
3.6 In case of Unsuccessful Booking.
Availability and prices may change until the booking is confirmed by us. If the travel product becomes unavailable to book after you make your full payment, you will receive a full refund. We will be available to track your refund and you will be informed.
4. Limitation of Liability.
For package holidays, our maximum liability to you (excluding personal injury, illness, or death caused by our negligence, for which liability is not limited) is limited to three times the price paid by or on behalf of the person(s) affected. We accept no liability for services that do not form part of our contracted arrangements, including any excursions or activities booked independently. Our liability is further subject to the limits imposed by applicable International Conventions, including the Montreal Convention in respect of flights.
5. Changing or Cancelling Your Booking
5.1 All cancellation or amendment requests must be made in writing by the lead passenger. Your notice takes effect from the date it is received in writing by us. Should you wish to cancel your booking after it has been confirmed by us, the cancellation policy agreed for the booking apply
5.1.1 Amendment Fees.
Changes to confirmed bookings are subject to an administration fee of £25 per person per change, in addition to any charges levied by the relevant supplier. Changes cannot be guaranteed, and where we are unable to make a requested change, the original booking will stand.
5.1.2 Standard Cancellation Charges (For Package Holodays Only).
Standard cancellation charges for package holidays are based on when written notice is received before departure. Accommodation-only and other arrangements may be subject to different charges, which will be confirmed at the time of booking. If written notice is received more than 70 days before departure, the cancellation charge is the loss of the deposit. If it is received between 70 and 29 days before departure, the cancellation charge is 50% of the total holiday cost, or the loss of the deposit if this is greater. If it is received between 28 and 15 days before departure, the cancellation charge is 75% of the total holiday cost, or the loss of the deposit if this is greater. If it is received 14 days or less before departure, the cancellation charge is 100% of the total holiday cost.
5.2 Supplier Cancellation Terms.
The cancellation charges shown above represent the minimum charges applicable. Where a supplier's own cancellation terms impose a higher charge (for example, where non-refundable payments have already been made to an airline, cruise line, hotel, or tour operator on your behalf), the actual cancellation charge will be the higher of the two amounts. We will always advise you of any supplier-specific cancellation terms at the time of booking, and these will be noted on your booking confirmation.
5.3 Ticketed Flights.
Flights are ticketed upon receipt of your balance payment in full. Once flights have been ticketed, the cost of those flights is immediately and wholly non-refundable by the airline and will be retained in full in the event of any subsequent cancellation by you, regardless of the date of cancellation. The total cancellation charge will be the higher of the standard cancellation charge shown in the table above and the actual non-refundable flight cost. You are strongly advised to ensure your travel insurance is in place before making your balance payment.
5.4 Cancellation Due to Extraordinary Circumstances.
You may cancel a package arrangement prior to its commencement without paying a cancellation charge if unavoidable and extraordinary circumstances (as described in Clause 13) are occurring at your destination and significantly affect the performance of the package.
5.5 FCDO Advice Changes.
If the Foreign, Commonwealth & Development Office (FCDO) advises against all but essential travel to your destination after you have booked, and this advice remains in place on your date of departure, you will be entitled to cancel your package holiday and receive a full refund.
6. Changes or Cancellations by Us or the Supplier
6.1 Supplier-Initiated Changes.
If a supplier amends or cancels your booking, we will inform you as soon as reasonably possible. Any alternatives or refunds offered by the supplier will be communicated to you, and you must respond within the timeframe specified. We are not liable for supplier-initiated changes unless we are acting as the package organiser.
6.2 Significant Changes by Us (Packages Only).
Where we are the package organiser and are required to make a significant change before departure (including a change of departure time by more than 12 hours, a significant downgrade in accommodation standard, or a material change to the itinerary), we will offer you the choice to: (i) accept the change; (ii) accept an alternative arrangement of comparable standard; or (iii) cancel and receive a full refund of all monies paid.
6.3 Price Adjustments (Packages Only).
We reserve the right to adjust the price of a package booking due to changes in transportation costs, taxes, fees, or exchange rates. If a price increase exceeds 8% of the total holiday cost, you may cancel and receive a full refund. If prices decrease, a refund will be made minus our reasonable administrative expenses.
7. Service Charges
All service charges that may apply to your booking will be included in the total cost shown in your quote. These may include, but are not limited to:
• The cost of Supplier Failure Insurance (SFI), which may not be detailed separately on your confirmation but is included in relevant bookings;
• The ATOL fee; and
• The standard booking service charge.
8. Complaints
If you experience any issues during your trip, you must report them immediately to us and to the relevant supplier so that steps can be taken to resolve the matter at the time. If the issue remains unresolved, you must submit a formal written complaint to us within 28 days of your return date. Failure to follow this procedure may affect our ability to investigate your complaint and could impact your rights. Unresolved disputes may be escalated through Protected Trust Services (PTS) or an appropriate Alternative Dispute Resolution (ADR) scheme.
9. Financial Protection
All bookings are financially protected under JLT’s membership of Protected Trust Services (PTS No. 6090). Your money is held in trust and is safeguarded in the event of our insolvency. For further information, visit www.protectedtrustservices.com/consumer.
For flight-inclusive packages where we act as the principal, your booking is additionally protected under JLT’s ATOL licence (ATOL No. 12564). You will receive an ATOL Certificate confirming the scope of your cover. Where we act as an agent, the relevant supplier's ATOL protection will apply and will be clearly identified in your booking documentation.
10. Package Holidays (“Packages”)
Where we act as the package organiser under the Package Travel and Linked Travel Arrangements Regulations 2018, we are responsible for ensuring all travel services are delivered as promised, even where they are performed by third-party suppliers. Packages may be transferred to another person, subject to an administration fee of £50–£100 and any applicable supplier charges, provided reasonable notice is given. We will provide appropriate assistance to travellers who experience difficulty during a package holiday.
11. Flights
Where we act as your agent for standalone flight bookings, your contract is with the airline and their terms apply. We accept no liability for the flight itself. Where flights form part of a package sold by us as principal, we are responsible for the full package. Charter flights may be booked either as agent (in which case your contract is with the charter flight provider) or as part of a package sold by us (in which case the booking is covered under JLT’s ATOL protection). The applicable arrangement will be confirmed in your booking documentation.
12. Special Requests
Any special requests (including dietary requirements, room preferences, or accessibility needs) must be communicated at the time of booking. We will pass these on to the relevant supplier, but we cannot guarantee they will be met and their non-fulfilment does not constitute a breach of contract. If you or any member of your party has a medical condition, disability, or reduced mobility that may affect your holiday, you must provide full details before confirming your booking. We will advise on the suitability of your chosen arrangements and, where necessary, direct you to appropriate resources. We cannot be held responsible for issues arising from undisclosed medical conditions or special needs.
13. Unavoidable and Extraordinary Circumstances (Force Majeure)
We will not be liable or pay compensation if our contractual obligations are affected by unavoidable and extraordinary circumstances that neither we nor the relevant supplier could have anticipated or avoided. Such circumstances include, but are not limited to, warfare, acts of terrorism, significant risks to human health (including pandemics), natural disasters, severe weather, industrial action, and government or regulatory actions. In such cases, we will take all reasonable steps to minimise the impact on your arrangements.
14. Insurance
It is a condition of booking that you arrange adequate travel insurance for yourself and all members of your party. Your policy must, as a minimum, cover cancellation, medical expenses, and repatriation. We are not liable for any losses or costs that would have been covered by a suitable travel insurance policy. If you choose to travel without adequate insurance, we will not be responsible for any losses you suffer as a result.
15. Accommodation, Ratings and Local Charges
Accommodation ratings are provided by the supplier and may vary by country. We cannot guarantee their accuracy. Rooms are allocated on arrival and are subject to availability. Certain amenities, including air conditioning, local taxes, resort fees, and hotel-run services, may carry an additional charge payable locally. You will be advised of any known charges at the time of booking.
16. Building Work
Where we are notified of significant building or refurbishment works that may affect your stay, we will inform you prior to departure. If the works are considered to materially affect your holiday, we will seek appropriate remedies from the supplier. We do not have exclusive use of the properties we feature, and other guests, including corporate groups, may be present during your stay.
17. Delivery of Documents
We are not responsible for the loss of travel documents once they have been delivered to you, unless the loss is attributable to our negligence. Charges may apply for the reissuance of lost or damaged documents.
18. Passports, Visas & Health
You are solely responsible for ensuring that you and all members of your party hold valid passports, any required visas, and meet all health and entry requirements for your destination and any transit countries. Passports must generally be valid for at least 6 months beyond your return date. You must also ensure that all Advanced Passenger Information required by airlines is submitted accurately and on time. We are not liable for any costs, fines, penalties, or losses incurred as a result of your failure to hold the correct documentation or meet entry requirements. We strongly recommend checking the latest FCDO travel advice at www.gov.uk/foreign-travel-advice before booking and before travel.
19. Behaviour and Indemnity
You are expected to conduct yourself in an orderly and lawful manner throughout your trip. Suppliers reserve the right to terminate your booking or remove you from the property or transport without refund if your behaviour is deemed disruptive, threatening, or damaging. You will be liable for any damage caused to property. You agree to indemnify Remi Travel, The JLT Group and their respective agents, officers and representatives against claims, costs, losses or expenses arising from your conduct or that of any member of your party.
20. Final Travel Checks
You are responsible for checking all travel documents carefully before departure. Please reconfirm your flights directly with the airline at least 72 hours before departure, as flight times may change after your booking is confirmed. We are not liable for costs arising from schedule changes that have been communicated to you or your travel agent before departure.
21. Privacy Notice
We respect your privacy and are committed to protecting your personal data. Your information will be used to fulfil your booking and may be shared with suppliers, airlines, and relevant authorities as required. Our full Privacy Policy is available on our website.
22. Governing Law
These Terms and any dispute or claim arising out of or in connection with them are governed by English law. You agree that the courts of England and Wales have jurisdiction to settle any disputes. However, if you live in Scotland or Northern Ireland, you may choose to bring proceedings in your local courts under Scottish or Northern Irish law.