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Terms & Conditions

Polonez Travel Limited Agent Terms and Conditions

Last updated: 22.08.2021

1. Contract

These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal or other supplier named on your receipt. As agents we accept no responsibility for the acts or omissions of the principal or supplier or for the services provided by them. The principal’s or supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking.

Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

2. Booking details

Once all details of the booking have been confirmed we will proceed to confirm the booking with the principal or supplier. It is your responsibility to check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. You must ensure that the names given are the same as in the relevant passport.

If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.

3. Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. 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 principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

4. Cancellation and amendment

Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the principal or supplier may charge the cancellation or amendment charge shown in their Terms and Conditions you must pay us the cancellation or amendment charge stated below.

5. Insurance

Many principals/suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the unexpected additional costs.

Further details will be provided at time of booking.

6. Delivery of documents

All documents that require to be posted will be sent to you by First Class post. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.

7. Passports, visas and health

We can provide only general information about the passport and visa requirements. Your passport, visa and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the principal or supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

We can provide only general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

8. Complaints

As the contract for your travel arrangements is between you and the principal or supplier, any queries or concerns relating to the travel arrangements should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal/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. If you wish to make a complaint when you return from your journey, write to the principal/supplier.

9. Service charges

In certain circumstances we apply a service charge for the services we provide.


Cancellation or amendment Principal’s charge + £15 per person

Special requests after booking has been confirmed Principal’s charge + £15 per person (min £15 per booking)

Credit card charge 3%

Collection of surcharges/additional taxes Principal’s charge +£15

Arranging Passports and Visas Passport/Visa fee + £30

Pre-booking airline seats after

confirmed booking Principal’s charge + £15 per person

Tickets despatched by courier Cost of courier + £15

Tickets despatched by insured delivery £15

International telephone/fax calls Cost of calls + £15

Tailor made itinerary planning £15 (deducted from confirmed booking)

Bookings under £300 in value £20