Terms & Conditions

Polonez Travel Limited Agent Terms and Conditions

Last updated: 15.08.2017 (added/changed references to Foreign and Commonwealth Advice Office).

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

Touroperator T&C

Polonez Travel Limited Touroperator Terms and Conditions

Your contract with us

1.Your Booking

Your booking, once accepted and confirmed in writing to you, represents a contract between all persons named on the Personal Details booking page and/or on the Confirmation of Reservation, and Polonez Travel Limited - The Company. The contract is based on the information given to you during your visit in our office, by phone or on our website, and the terms laid out in the following Booking Conditions. If you made a credit card booking over the telephone, and are seeing these Conditions for the first time, you may cancel your reservation in writing up to seven days from the date of receipt of your Confirmation of Reservation, provided you have not commenced your travel. This clause does not apply if your booking was made within 10 weeks of travel.

This agreement is governed by English Law and jurisdiction is conferred on the English courts but not exclusively, so if you live elsewhere in the UK, where the courts of Scotland and Northern Ireland also have jurisdiction some points in law may differ.

2.Your Payment

Your Confirmation of Reservation includes an invoice showing the deposit paid and the final balance due. The outstanding amount must be paid by the due date. Should we not receive payment by this date we reserve the right to treat your booking as cancelled, in which case you could be liable to pay cancellation charges according to the scale set out in paragraph 4 below. Please note that 3% per transaction charge will be made for any final balances paid by credit card.

The person making the on-line booking does so on behalf of all persons named on it, and he/she becomes directly responsible to the Company for the payment of the total holiday price and if applicable, and where appropriate, for the cancellation charges and disbursements of any funds.

3. Your Alterations

If you want to change any of the details of your booking, we will always do our best to help. We will however make an amendment charge as a contribution to our administrative expenses and you will be asked to pay an administration charge of £20.00 and any further cost we incur in making this alteration. If an amendment involves a change of name or any other change is made to a booking involving travel by air, coach or hotel reservation or any other, we reserve the right to make additional charges.

All amendments must be notified to us in writing by the person who made the original booking.

You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

4. Your Cancellation

You or any member of your party may cancel your booking, or part of it, once it has been confirmed but the cancellation will only be valid if made in writing direct to the Company. If the cancellation results in a person travelling alone, a single room supplement is payable. The amount payable on cancellation depends upon when we receive your written instructions - the more notice you give, the less we will charge. The different periods before departure date within which written instructions are received by Polonez Travel Limited and the amounts of cancellation charge (shown as a percentage of the total holiday price) are as follows:

Cancellation Charge

prior to ”Balance Due” date* Deposit only

“Balance Due” date - 29 days 30% or deposit if greater

28 - 15 days 45% or deposit if greater

14 - 2 days 60%

Less than 48 hours in advance or after departure date 100%

If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these chargeson your own insurance.

* The “Balance Due” date is printed/shown on your “Confirmation of Booking & Invoice”.

5. Your Complaints

In the unlikely event that you have problems whilst on holiday, you must report the matter to the hotel or our representative immediately during your holiday. If the matter is not then satisfactorily resolved, you must complete a written report. You must then follow up any complaint in writing within fourteen days of your return, including a copy of the original report. We operate a strict code of conduct which also conforms to European regulations on travel and take any complaints received seriously. A failure to follow the procedure outlined will affect the outcome of the complaint. 

6. Your Travelling Conditions

Where as part of the holiday you have booked your travel by air, land or sea, such travel will be subject to the terms and conditions of carriage of the airline, shipping, rail or coach company providing the transport. In most cases, the conditions will limit the carrier's liability to you in accordance with international law. Should anyone be refused admission to the coach, ferry or flight, or to the destination country by the transport or government authority, then we are powerless to assist and cannot be held responsible. This includes any passenger who fails to advise us of any medical condition or disability. If you are prevented from travelling as a result, our responsibility for your holiday thereupon ceases. Full cancellation charges will apply and we will be under no obligation whatsoever for any refund, compensation or loss you may incur.

7. Immigration Requirements

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.

We recommend you visit the Foreign & Commonwealth Office website : for more information on immigration requirements for the country or countries you want to visit before you book your travel arrangements.

Our agreement/contract with you

We agree to carry you and your luggage on the journey permitted by your travel reservation and subject to General Terms and Conditions.

1. Our Confirmation Of Reservation

When we have received your booking form and deposit we will send you a Confirmation of Reservation which details exactly what is booked for you. From this moment Polonez Travel Limited has accepted your booking on the terms set out in this contract.

2. The price of your holiday

We reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.

Changes in transportation costs, including the cost of fuel, duties, taxes or fees chargeable for services and exchange rates, mean the type of your travel arrangement may change after you have booked.

However there will be no change within 30 days of your departure. We will absorb and we will not be charged for any increase equivalent to 2% of the price of your travel arrangement . You will be charged for the amount over and above that. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements you will have the option of accepting a change in your holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.

3. System errors

In the event of your on-line confirmation showing an incorrect price for your holiday, the price that will prevail is the price shown. Accordingly you may not seek to rely on system errors with a view to obtaining a holiday at less than the correct price, and any contract entered into upon a mistake, such as a wrong costing due to system errors, is not valid or binding.

4. Our Alternations

It is unlikely that we will have to make any changes to your booking or sale. Occasionally changes may be made. Most of these changes are minor and we will advise you at the earliest possible date. If a major change becomes necessary we will inform you as soon as is reasonably possible if there is time before your departure.

We will not be responsible if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.

5. Our cancellations

We reserve the right in any circumstances (including failure to reach sufficient numberof clients) to cancel your booking and in this event we will try to you return all money you have through us or will offer you an alternative, available of comparable standard. Occasionally, we may also have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date.

6. Our Responsibility for your Tour

(a) We have no direct control over services provided to you by independent suppliers. Also we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.

(b) We do not accept responsibility if you or any person named on the booking form suffers bodily injury, illness or death due to the negligent acts and/or omissions. This is covered by your own Travel Insurance.

(c) We take the safety and security of our clients extremely seriously. If the Foreign & Commonwealth Office advises that people should not visit a particular country, then we would act on this. However, we are sure you appreciate from press and television coverage that the political, economic and social conditions in many countries are not as stable as we are used to. Sadly crimes against both people and their property are a fact of life the world over, and when in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive camera equipment etc. Travellers have the same responsibility for their personal safety and that of their possessions, as they do at home.

As situations in countries can change rapidly, we would suggest you may wish to visit the Foreign & Commonwealth Office website at : or see their Twitter updates or their Facebook page for more up to date information and advice regarding safety before booking your travel arrangements.

Polonez Travel Limited operates to many parts of the world, some of which do not conform to British health and safety standards. We request that all our hotels comply with the local regulations applicable in their country for health and safety but we cannot guarantee that these meet British standards.

7. Travel Insurance

Because of the importance of having adequate insurance cover we make it a condition of booking on all foreign travel that you are covered by your own insurance policy. Should you fail to supply us with the name of your insurance company at the time of your booking you will require you to sign a disclaimer.

8. Financial Protection & Repatriation


We provide full financial protection for our package holidays. For flight-based holidays this is through our Air Travel Organiser’s Licence number 9563. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at

We will provide you with the services you have bought (or a suitable alternative). In some cases, where we aren’t able do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

(b) ABTA

We are a Member of ABTA, membership number L6690, Y2189. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn’t apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on

Important information

· The booking form

Providing clear, correct information when making your booking is essential, for it is from this information that we make your reservation and our contract with you. The person to whom all correspondence, invoices and joining instructions are to be sent, should be entered as the first name on the Personal Details booking page. It is also their address and telephone number(s) that should be shown and it must be they who accept these Terms and Conditions before completing an on-line booking. Other names are required by airlines, hoteliers etc., so please be accurate. For foreign travel it is essential that these names match those on the passports. If any member of your party, e.g. newlyweds, changes their name between booking this holiday and travelling, it is important to enter the details for the date of travel on the Personal Details booking page so that we can issue the tickets in the new name. If there is no time to amend the passport the marriage certificate should be carried in the passport. We need to know the number of children under 2, and those between the ages of 2 and 16 who may qualify for a discount if they are sharing a room with 2 adults where a specific child price is not shown. We do not accept bookings from any unaccompanied passengers under the age of 18.

· Foreign Travel Advice

We recommend you visit the Foreign & Commonwealth Office website : for more information on security, visa and immigration requirements for the country or countries you want to visit before you book your travel arrangements.

· Delays

Occasionally flights and coaches may be delayed due to circumstances beyond our control. In such cases we will do our utmost to help you and keep you fully informed.

Special Requests

There are of course only a limited number of front seats on coaches, low floor rooms in hotels etc. We cannot guarantee to meet all requests but will do our best to oblige.


You will receive your final Itinerary and Journey Instructions five to seven days prior to departure, provided all payments have been made.

Flight Information

All prices are based on air travel in economy class. We reserve the right to substitute an alternative airline if required to do so for reasons beyond our control.

Important Note about Flight timings

The departures are based upon flights which are especially arranged by Polonez Travel Limited, and exact times have not been confirmed. Final timings will be confirmed to you with your Joining Instruction approximately 2 weeks prior to departure.

Fitness to Travel

We strive to give all our customers full care and attention, but we do need to know at the time of booking if there are any special needs or requirements. It is particularly important that we are advised of any disabilities and also if you intend to bring any specialist equipment such as a wheelchair with you. If you have suffered from a serious medical condition recently, then you should consult with your Doctor about your fitness to travel.


Unless otherwise stated the price applies to each of 2 people sharing a room. The majority of rooms are twin-bedded, Double beds can be requested but not guaranteed. Most hotels have single rooms and a supplement is usually charged. The third and fourth bed in triple and four bedded rooms are usually only suitable for children. It is standard practice for rooms to be vacated by 12 noon. Where your departure is later, it may be possible to keep the room longer ask for assistance hotel reception and advice of any extra charge that would be made. Should you have special requests such as adjoining rooms, high or low floor, make your request on the Booking Form. The hotel cannot guarantee to meet all requests but will at all times do their best to oblige. Please note that at the beginning and at the end of the summer season, certain facilities advertised at hotels may not be available. Items such as outdoor swimming pools, for example, are subject to weather conditions and it will be the decision of each individual hotelier as to when these facilities are available.

Holiday Extras not booked with Polonez Travel

We cannot be held responsible for compensation in respect of any extras which are booked (eg travel insurance, currency, theatre tickets) with a third party. Make sure that your travel insurance would cover so you can receive a full refund in this circumstance.

Our Complaints Procedure

You have the right to complain to us about our service if we are the principle.
In this case, you must submit a formal complaint by written letter with copies of all relevant documentation and a return address where we can contact you. We reserve the right to respond within 2 working weeks upon receiving your complaint. We have in the past normally agreed  amicable settlements of the few complaints we have received.