AWAVE TRAVEL Booking Terms & Conditions
1. Our Details
We are AWAVE Travel Ltd, a limited company incorporated in England trading as AWAVE TRAVEL LIMITED (company number 13019708) whose trading address is at AWAVE TRAVEL LIMITED, 128 City Road, London, United Kingdom, EC1V 2NX, and whose registered address is at AWAVE TRAVEL LIMITED, 128 City Road, London, United Kingdom, EC1V 2NX (‘we’, ‘us’, ‘our’).
AWAVE Travel Ltd are specialist surf travel advisors offering intermediary booking services to customers and our business operates out of the United Kingdom (UK). Our services are as advertised.
2. Application of These Booking Conditions
Your contract with AWAVE TRAVEL LIMITED is subject to these booking conditions. A contract will exist between AWAVE TRAVEL LIMITED and the booker for the booking of the specified accommodation/services with the specified supplier once you have paid your deposit (or such other fee as may be appropriate, for example where you are making a ‘late booking’) and ceases once we have issued you with a booking confirmation with the specified supplier.
If any part of our contract with you is found to be invalid or unenforceable, then the remainder of it will not be affected and will remain valid and enforceable.
Please note, that the electronic payment confirmation is not the booking confirmation.
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions and agree on behalf of everyone travelling in your party to be bound by them. All bookings must be made by a person aged eighteen years or over. Where your booking is for more than one person, the first-named person in your party aged eighteen years or over will be treated by us as the ‘lead name’ for your booking. The lead name will be responsible for making all payments due to us in accordance with our contract.
Once a booking has been made through our platform, you will receive a booking confirmation once the supplier has confirmed your booking.
Confirming a booking in our booking system will be treated by us as confirmation that you have read, understood and accepted these booking conditions. A booking will only be facilitated by AWAVE TRAVEL LIMITED with acceptance of these terms.
3. Law and Jurisdiction
This contract is governed by English Law and the exclusive jurisdiction of the English courts.
4. Data Protection
The protection of your personal information or data is very important to AWAVE Travel Ltd. In order to respond to an enquiry, process and fulfil your booking or send you a brochure or other promotional material, we need to collect personal data from you. We will only process your personal data in accordance with our Privacy Policy for or in connection with the purpose for which you have provided it (for example, arranging your trip) or as you have consented to our using it (for example, to send you marketing material) or as permitted by data-protection laws. Our Privacy Policy can be found here. Please read our Privacy Policy for full details. You and your personal data will be protected by the EU General Data Protection Regulation (which is otherwise known as GDPR) and the Data Protection Act 2018. We refer to this legislation as data protection laws. AWAVE Travel LTD is a data controller of your personal data. We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data, which is appropriate to the harm that might result. Your personal data will be retained by us for the period referred to in our Privacy Policy.
You may ask us what personal data of yours is being held or processed, for what purpose and to whom it may be or has been disclosed. You may also withdraw your consent to receiving marketing material or other communications from us at any time by unsubscribing to our e-mails or otherwise contacting us. Please also let us know if you believe the personal data we are holding is inaccurate, out of date or incomplete. You may contact us by e-mail at [email protected].
If you have any complaints about the way in which your personal data has been dealt with, please let us know by e-mail to [email protected]. We will investigate and respond to you as soon as we reasonably can. If you remain dissatisfied, you may complain to the Information Commissioner’s Office. For further details, see www.ico.org.uk.
5. Intermediary Services
AWAVE TRAVEL LIMITED operates a platform in which to provide intermediately booking services to supplier’s products. AWAVE Travel is not a tour operator and does not own or deliver any of the products or services listed. All suppliers are named with full details available and all supplier information fully disclosed to the client at the point of booking.
All bookings are made directly with the named Supplier. The Supplier holds full responsibility for the supply and provision of the booked accommodation or services.
AWAVE TRAVEL LIMITED does not accept any liability of any nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third-party Suppliers over whom we have no direct control. AWAVE TRAVEL LIMITED does not accept any liability or responsibility for any injury, loss or death caused by third-party Suppliers over whom we have no direct control.
6. Booking
To place a booking with us the lead guest must be at least 18 years of age. Where the person making the booking is different to the lead guest making the booking, the person making the booking may be held responsible for cancellation, non-arrival and damages as set out within.
To secure any booking we require a deposit to be paid in advance, this deposit amount is to be at least 20% of the trip total. A booking is only to be considered confirmed once AWAVE TRAVEL LIMITED issues a formal booking confirmation. This will be made once the Supplier confirms the booking to AWAVE TRAVEL LIMITED.
AWAVE TRAVEL LIMITED does not operate any of the trips or services listed and your booking is made directly with the Supplier which will be noted in the Booking Confirmation.
Deposit payments must be ‘cleared funds’ before a booking can be confirmed. Deposits are only refundable under the conditions set out here within.
Payments can be made online / over the phone using debit/credit card as well as by digital bank transfer, cheque or cash deposit. Any charges raised against us by our banks for handling dishonoured cheque’s, bank transfers or any other payments, must be reimbursed by the lead guest within seven (7) days of any request to do so.
7. Payment
You will be notified at the time of booking of the price of your trip. What this price includes will be confirmed to you by us at the time of booking and set out in our booking confirmation. You will be required at the time of booking to pay us a non-refundable deposit, typically 20% of the quoted trip price and the full trip price of a booking is required to be made at least 60 days prior to departure. In certain circumstances (depending on the nature of the booking) we will require a non-refundable deposit in excess of the usual 20%.
On occasions, our suppliers require additional amounts up to full payment in advance (for example for Christmas bookings). On these occasions, we will require additional payment in advance. Unless you are making a late booking, the balance owing must be paid to us no later than 60 days before your date of departure. If we do not receive the balance by this time, then we will treat the booking as cancelled by you and you will be liable to pay our cancellation charges (see paragraph 8.3).
We accept cheques, bank transfers and credit or debit card. Credit and Debit cards will be charged at 3%. All travel documents will be issued electronically via email. Your trip price does not normally include:
- Visa fees, overseas airport departure charges payable locally, porterage, personal expenditure, hotel extras, fuel and extras for car hire.
- Taxes or compulsory charges introduced by governments, regulatory bodies or airlines after you have booked.
- Security charges introduced or increased after you have booked relating to transportation costs.
- Trip insurance
8. Changes or Cancellation by You
8.1. Changes by You
(a) Transfers
You may transfer your booking to any other person satisfying all the requirements relating to your trip notified to us by you in writing at least thirty days prior to your due date of departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer. We will charge an administration fee as set out in (c) below for arranging the transfer and other costs or additional fees may also arise, which you will have to agree to pay before the transfer can be made. All changes are subject to Supplier confirmation and we cannot always guarantee changes will be accepted by the Supplier.
(b) Other changes
If you wish to make any other change to your booking at any time after our booking confirmation has been issued, we will try but cannot promise to meet your request. We require your authority in writing before we can make any change. If a change is requested in relation to a group booking we require the authority in writing of the lead name before we can make the change.
(c) Administration fee
In each of the above circumstances, an administration charge will be payable of £50 per amendment. This charge is non-refundable.
8.2. Cancellations
If you wish, following the issue to you by us of our booking confirmation, to cancel your booking or any part of it relating to any person (in the case of a group booking), we will require your authority in writing, or in the case of a group booking, the authority in writing of the lead name to do so.
Our cancellation charges will apply (see the table ‘cancellation charges’ at paragraph 8.3 below). These are calculated with reference to the date on which we receive your authority in writing. We will not refund to you any deposits, administration charges, insurance premiums or any other fees or charges made by us and paid by you relating to your trip in the event of cancellation by you.
We incur costs from the time you make your booking and you agree that if you cancel your booking you will compensate us for our losses and expenses, as per the table below. Our cancellation charges increase the nearer the cancellation is made to your departure date as we may not be able to resell your trip without making significant price reductions, or at all.
We strongly recommend that you take out insurance cover for cancellation adequate to cover the value of your trip. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
8.3. Cancellation charges
Number of days left before your due date of departure when your authority in writing is received by us. Cancellation charge (expressed as a percentage of the total trip price):
60 days or more Deposit (or Deposits) only
60 days or less: 100%
Certain products may have different cancellation terms or due dates. These will be specified in the booking offer. Any payments made will be non-refundable after the set due date.
After the final payment date set within the booking offer, cancellation charges would be 100%.
8.4 COVID Related Cancelations
Each supplier has individual cancellation policies relating to COVID-19 cancellations (not limited to, being unable to travel due to a positive COVID-19 test, border closures or quarantines).
The Suppliers COVID-19 cancellation policy will be communicated in the booking offer. By agreeing to these terms and conditions you agree to abide by any cancellation policy stipulated by the supplier. AWAVE TRAVEL LIMITED will be available to help communicate between the client and Supplier in the event of any issues arising from COVID-19.
9. Liability
AWAVE TRAVEL LIMITED does not accept any liability of any nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third-party providers over whom we have no direct control. Under circumstances where liability cannot be excluded, such liability is limited to the value of the commission received by AWAVE TRAVEL LIMITED. We do not accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense, inconvenience or loss of enjoyment caused directly or unavoidably indirectly or any other event which is beyond our control & which is not preventable by reasonable diligence on our part. Neither AWAVE TRAVEL LIMITED nor any of its representatives accept any responsibility for ocean or climatic conditions that do not match your expectations or are beyond your capabilities. All activities engaged in are solely at your own risk and of your own choice.
You can ask for copies of the travel service contractual terms from us by writing to AWAVE TRAVEL LIMITED House, 128 City Road, London, United Kingdom, EC1V 2NX.
NB this entire clause 9 does not apply to any separate contracts that you may enter into for excursions or activities whilst on the trip.
10. Your Responsibility
(a) It is your responsibility to ensure that you and everyone travelling with you have valid passports, appropriate visas and vaccinations. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Some countries require your passport to have two blank pages for a visa stamp.
(b) You are responsible for ensuring that any existing medical conditions or disabilities which may require assistance are declared to us before you book your trip or, if newly diagnosed, before your due date of departure so that we can pass these details on to our suppliers in good time. We are not in any circumstances liable if any carrier refuses you or any member of your party as a passenger as a result of any medical condition or disability. Women 28 weeks or more into pregnancy at the time of return travel must have a doctor’s certificate confirming that they are fit to travel (note airlines normally require certification at 32 weeks). We are not liable for any costs, delays or illness resulting from your failure to meet any requirements.
(c) You are responsible for your behaviour and that of your party. We and our suppliers reserve the right to refuse your booking or the right to board or the right to travel and to remove you and/or any member of your party from any transport, accommodation or any part of your trip if you or any member of your party is drunk or under the influence of drink or drugs; or are behaving violently, disruptively, dangerously or irresponsibly or in any manner whatsoever which presents a risk to you or others or is causing a nuisance or annoyance to others. No refund will be given, or compensation paid, and no costs or expenses for which you become liable or which are incurred by you will be made by us or be recoverable by you from us in such circumstances. You must fully cooperate with and follow any safety procedures and instructions given by any organisation which is running the activities which you do while on the trip. It is possible that such organisations will require you to sign a waiver form in respect of the activity being carried out.
11. Complaints
If you have a problem during your trip, you must inform the relevant supplier whose service is involved (e.g. your hotelier) and our local representative (or if they cannot be reached, please contact us on our 24-hour emergency number (+44 7999 136 116)), without undue delay, who will endeavour to put things right. If the problem cannot be resolved locally and you wish to complain, full details must be sent to us in writing to arrive within 28 days of your return giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint whilst on the trip, we will have been deprived of the opportunity to investigate and rectify it whilst you were on the trip and this may affect your rights under this booking. Please also see clause 5.
12. Travel Insurance
AWAVE TRAVEL LIMITED requires all travellers to have Travel Insurance. You must be fully insured for your trip and must make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include adequate cancellation insurance to the value of your trip, emergency evacuation and repatriation costs in respect of all of your activities. Please note that the travel insurance provided by some credit card providers often only offers the minimum coverage and, whoever your insurer is, you should always check for any exclusion of activities that you might be undertaking. In response to public concern, some insurers now offer specific insurance against cancellation, delay and abandonment due to volcanic ash disruption and COVID-19 cancellation. This can be taken out as an add-on to some travel insurance policies or as a stand-alone cover.
AWAVE TRAVEL Booking Terms & Conditions
1. Our Details
We are AWAVE Travel Ltd, a limited company incorporated in England trading as AWAVE TRAVEL LIMITED (company number 13019708) whose trading address is at AWAVE TRAVEL LIMITED, 128 City Road, London, United Kingdom, EC1V 2NX, and whose registered address is at AWAVE TRAVEL LIMITED, 128 City Road, London, United Kingdom, EC1V 2NX (‘we’, ‘us’, ‘our’).
AWAVE Travel Ltd are specialist surf travel advisors offering intermediary booking services to customers and our business operates out of the United Kingdom (UK). Our services are as advertised.
2. Application of These Booking Conditions
Your contract with AWAVE TRAVEL LIMITED is subject to these booking conditions. A contract will exist between AWAVE TRAVEL LIMITED and the booker for the booking of the specified accommodation/services with the specified supplier once you have paid your deposit (or such other fee as may be appropriate, for example where you are making a ‘late booking’) and ceases once we have issued you with a booking confirmation with the specified supplier.
If any part of our contract with you is found to be invalid or unenforceable, then the remainder of it will not be affected and will remain valid and enforceable.
Please note, that the electronic payment confirmation is not the booking confirmation.
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions and agree on behalf of everyone travelling in your party to be bound by them. All bookings must be made by a person aged eighteen years or over. Where your booking is for more than one person, the first-named person in your party aged eighteen years or over will be treated by us as the ‘lead name’ for your booking. The lead name will be responsible for making all payments due to us in accordance with our contract.
Once a booking has been made through our platform, you will receive a booking confirmation once the supplier has confirmed your booking.
Confirming a booking in our booking system will be treated by us as confirmation that you have read, understood and accepted these booking conditions. A booking will only be facilitated by AWAVE TRAVEL LIMITED with acceptance of these terms.
3. Law and Jurisdiction
This contract is governed by English Law and the exclusive jurisdiction of the English courts.
4. Data Protection
The protection of your personal information or data is very important to AWAVE Travel Ltd. In order to respond to an enquiry, process and fulfil your booking or send you a brochure or other promotional material, we need to collect personal data from you. We will only process your personal data in accordance with our Privacy Policy for or in connection with the purpose for which you have provided it (for example, arranging your trip) or as you have consented to our using it (for example, to send you marketing material) or as permitted by data-protection laws. Our Privacy Policy can be found here. Please read our Privacy Policy for full details. You and your personal data will be protected by the EU General Data Protection Regulation (which is otherwise known as GDPR) and the Data Protection Act 2018. We refer to this legislation as data protection laws. AWAVE Travel LTD is a data controller of your personal data. We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data, which is appropriate to the harm that might result. Your personal data will be retained by us for the period referred to in our Privacy Policy.
You may ask us what personal data of yours is being held or processed, for what purpose and to whom it may be or has been disclosed. You may also withdraw your consent to receiving marketing material or other communications from us at any time by unsubscribing to our e-mails or otherwise contacting us. Please also let us know if you believe the personal data we are holding is inaccurate, out of date or incomplete. You may contact us by e-mail at [email protected].
If you have any complaints about the way in which your personal data has been dealt with, please let us know by e-mail to [email protected]. We will investigate and respond to you as soon as we reasonably can. If you remain dissatisfied, you may complain to the Information Commissioner’s Office. For further details, see www.ico.org.uk.
5. Intermediary Services
AWAVE TRAVEL LIMITED operates a platform in which to provide intermediately booking services to supplier’s products. AWAVE Travel is not a tour operator and does not own or deliver any of the products or services listed. All suppliers are named with full details available and all supplier information fully disclosed to the client at the point of booking.
All bookings are made directly with the named Supplier. The Supplier holds full responsibility for the supply and provision of the booked accommodation or services.
AWAVE TRAVEL LIMITED does not accept any liability of any nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third-party Suppliers over whom we have no direct control. AWAVE TRAVEL LIMITED does not accept any liability or responsibility for any injury, loss or death caused by third-party Suppliers over whom we have no direct control.
6. Booking
To place a booking with us the lead guest must be at least 18 years of age. Where the person making the booking is different to the lead guest making the booking, the person making the booking may be held responsible for cancellation, non-arrival and damages as set out within.
To secure any booking we require a deposit to be paid in advance, this deposit amount is to be at least 20% of the trip total. A booking is only to be considered confirmed once AWAVE TRAVEL LIMITED issues a formal booking confirmation. This will be made once the Supplier confirms the booking to AWAVE TRAVEL LIMITED.
AWAVE TRAVEL LIMITED does not operate any of the trips or services listed and your booking is made directly with the Supplier which will be noted in the Booking Confirmation.
Deposit payments must be ‘cleared funds’ before a booking can be confirmed. Deposits are only refundable under the conditions set out here within.
Payments can be made online / over the phone using debit/credit card as well as by digital bank transfer, cheque or cash deposit. Any charges raised against us by our banks for handling dishonoured cheque’s, bank transfers or any other payments, must be reimbursed by the lead guest within seven (7) days of any request to do so.
7. Payment
You will be notified at the time of booking of the price of your trip. What this price includes will be confirmed to you by us at the time of booking and set out in our booking confirmation. You will be required at the time of booking to pay us a non-refundable deposit, typically 20% of the quoted trip price and the full trip price of a booking is required to be made at least 60 days prior to departure. In certain circumstances (depending on the nature of the booking) we will require a non-refundable deposit in excess of the usual 20%.
On occasions, our suppliers require additional amounts up to full payment in advance (for example for Christmas bookings). On these occasions, we will require additional payment in advance. Unless you are making a late booking, the balance owing must be paid to us no later than 60 days before your date of departure. If we do not receive the balance by this time, then we will treat the booking as cancelled by you and you will be liable to pay our cancellation charges (see paragraph 8.3).
We accept cheques, bank transfers and credit or debit card. Credit and Debit cards will be charged at 3%. All travel documents will be issued electronically via email. Your trip price does not normally include:
- Visa fees, overseas airport departure charges payable locally, porterage, personal expenditure, hotel extras, fuel and extras for car hire.
- Taxes or compulsory charges introduced by governments, regulatory bodies or airlines after you have booked.
- Security charges introduced or increased after you have booked relating to transportation costs.
- Trip insurance
8. Changes or Cancellation by You
8.1. Changes by You
(a) Transfers
You may transfer your booking to any other person satisfying all the requirements relating to your trip notified to us by you in writing at least thirty days prior to your due date of departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer. We will charge an administration fee as set out in (c) below for arranging the transfer and other costs or additional fees may also arise, which you will have to agree to pay before the transfer can be made. All changes are subject to Supplier confirmation and we cannot always guarantee changes will be accepted by the Supplier.
(b) Other changes
If you wish to make any other change to your booking at any time after our booking confirmation has been issued, we will try but cannot promise to meet your request. We require your authority in writing before we can make any change. If a change is requested in relation to a group booking we require the authority in writing of the lead name before we can make the change.
(c) Administration fee
In each of the above circumstances, an administration charge will be payable of £50 per amendment. This charge is non-refundable.
8.2. Cancellations
If you wish, following the issue to you by us of our booking confirmation, to cancel your booking or any part of it relating to any person (in the case of a group booking), we will require your authority in writing, or in the case of a group booking, the authority in writing of the lead name to do so.
Our cancellation charges will apply (see the table ‘cancellation charges’ at paragraph 8.3 below). These are calculated with reference to the date on which we receive your authority in writing. We will not refund to you any deposits, administration charges, insurance premiums or any other fees or charges made by us and paid by you relating to your trip in the event of cancellation by you.
We incur costs from the time you make your booking and you agree that if you cancel your booking you will compensate us for our losses and expenses, as per the table below. Our cancellation charges increase the nearer the cancellation is made to your departure date as we may not be able to resell your trip without making significant price reductions, or at all.
We strongly recommend that you take out insurance cover for cancellation adequate to cover the value of your trip. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
8.3. Cancellation charges
Number of days left before your due date of departure when your authority in writing is received by us. Cancellation charge (expressed as a percentage of the total trip price):
60 days or more Deposit (or Deposits) only
60 days or less: 100%
Certain products may have different cancellation terms or due dates. These will be specified in the booking offer. Any payments made will be non-refundable after the set due date.
After the final payment date set within the booking offer, cancellation charges would be 100%.
8.4 COVID Related Cancelations
Each supplier has individual cancellation policies relating to COVID-19 cancellations (not limited to, being unable to travel due to a positive COVID-19 test, border closures or quarantines).
The Suppliers COVID-19 cancellation policy will be communicated in the booking offer. By agreeing to these terms and conditions you agree to abide by any cancellation policy stipulated by the supplier. AWAVE TRAVEL LIMITED will be available to help communicate between the client and Supplier in the event of any issues arising from COVID-19.
9. Liability
AWAVE TRAVEL LIMITED does not accept any liability of any nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third-party providers over whom we have no direct control. Under circumstances where liability cannot be excluded, such liability is limited to the value of the commission received by AWAVE TRAVEL LIMITED. We do not accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense, inconvenience or loss of enjoyment caused directly or unavoidably indirectly or any other event which is beyond our control & which is not preventable by reasonable diligence on our part. Neither AWAVE TRAVEL LIMITED nor any of its representatives accept any responsibility for ocean or climatic conditions that do not match your expectations or are beyond your capabilities. All activities engaged in are solely at your own risk and of your own choice.
You can ask for copies of the travel service contractual terms from us by writing to AWAVE TRAVEL LIMITED House, 128 City Road, London, United Kingdom, EC1V 2NX.
NB this entire clause 9 does not apply to any separate contracts that you may enter into for excursions or activities whilst on the trip.
10. Your Responsibility
(a) It is your responsibility to ensure that you and everyone travelling with you have valid passports, appropriate visas and vaccinations. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Some countries require your passport to have two blank pages for a visa stamp.
(b) You are responsible for ensuring that any existing medical conditions or disabilities which may require assistance are declared to us before you book your trip or, if newly diagnosed, before your due date of departure so that we can pass these details on to our suppliers in good time. We are not in any circumstances liable if any carrier refuses you or any member of your party as a passenger as a result of any medical condition or disability. Women 28 weeks or more into pregnancy at the time of return travel must have a doctor’s certificate confirming that they are fit to travel (note airlines normally require certification at 32 weeks). We are not liable for any costs, delays or illness resulting from your failure to meet any requirements.
(c) You are responsible for your behaviour and that of your party. We and our suppliers reserve the right to refuse your booking or the right to board or the right to travel and to remove you and/or any member of your party from any transport, accommodation or any part of your trip if you or any member of your party is drunk or under the influence of drink or drugs; or are behaving violently, disruptively, dangerously or irresponsibly or in any manner whatsoever which presents a risk to you or others or is causing a nuisance or annoyance to others. No refund will be given, or compensation paid, and no costs or expenses for which you become liable or which are incurred by you will be made by us or be recoverable by you from us in such circumstances. You must fully cooperate with and follow any safety procedures and instructions given by any organisation which is running the activities which you do while on the trip. It is possible that such organisations will require you to sign a waiver form in respect of the activity being carried out.
11. Complaints
If you have a problem during your trip, you must inform the relevant supplier whose service is involved (e.g. your hotelier) and our local representative (or if they cannot be reached, please contact us on our 24-hour emergency number (+44 7999 136 116)), without undue delay, who will endeavour to put things right. If the problem cannot be resolved locally and you wish to complain, full details must be sent to us in writing to arrive within 28 days of your return giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint whilst on the trip, we will have been deprived of the opportunity to investigate and rectify it whilst you were on the trip and this may affect your rights under this booking. Please also see clause 5.
12. Travel Insurance
AWAVE TRAVEL LIMITED requires all travellers to have Travel Insurance. You must be fully insured for your trip and must make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include adequate cancellation insurance to the value of your trip, emergency evacuation and repatriation costs in respect of all of your activities. Please note that the travel insurance provided by some credit card providers often only offers the minimum coverage and, whoever your insurer is, you should always check for any exclusion of activities that you might be undertaking. In response to public concern, some insurers now offer specific insurance against cancellation, delay and abandonment due to volcanic ash disruption and COVID-19 cancellation. This can be taken out as an add-on to some travel insurance policies or as a stand-alone cover.