terms and conditions

TERMS & CONDITIONS - SERVICE

Please read these Terms and Conditions before you make your reservation. It is essential that you take time to read these terms of service (the “Terms”).

These Terms are important as they, together with your booking confirmation email (the “Booking Confirmation”), set out the legal terms on which accommodation bookings are made available to you through our Service. They also cover any interactions or communications you have with us through our Service.

Your use of our accommodation booking platform is conditioned upon your acceptance of these Terms. To book an accommodation booking, you must also accept these Terms. If you do not accept these Terms, then please do not use our Service or book an accommodation booking

We may change these Terms at any time and your future use of our Service following changes to these Terms is subject to you accepting those updated Terms. We recommend that you save or print a copy of these Terms.

In these Terms:

“we" “us” or “our” refer to CUG Travel Ltd T/a www.unlockedhotels.com

“unlocked hotels” refers to CUG Travel Ltd, a company incorporated and resident for all purposes in the United Kingdom, having its registered office at 15 Bexhill Road, Eastbourne, East Sussex, BN22 7JH, England UK.

“our Partners” refers to any affiliated, co-branded or linked website through which our Group of Companies provides content or service

“our Service” refers to the provision of our websites, apps and online tools

“accommodation Services” refers to the accommodation booking made available to you by the relevant Travel Provider(s) through our Service, such as stays at a property.

“accommodation Provider” refers to the travel supplier making available the accommodation booking to you through our Service

“you” refers to you, the traveller, using our Service or making a booking with our Service.

Please read these Terms carefully.

Section 1 Rules and Restrictions

As well as these Terms, other terms and conditions provided by accommodation Providers (such as a property’s terms and conditions) also apply to your booking (“Rules and Restrictions”). To make a booking, you must accept the Rules and Restrictions of the Travel Provider that you select (such as payment of due amounts, refundability, penalties, availability restrictions. The relevant Rules and Restrictions are provided to you before you make a booking and are incorporated by reference into these Terms.

If you violate a accommodation booking Rules and Restrictions, your booking may be cancelled and you may be denied access to the relevant accommodation booking. You may also lose any money paid for such booking and we or the accommodation booking may debit your account for any costs we or they incur as a result of such violation.

Section 2 Using our Service

Our rules

We provide our Service to help you find information about accommodation booking services and to assist you in booking those accommodation booking services. It is provided to you for no other purpose.

We aim to provide you with many accommodation booking options through our Service. Our Service does not present you with an exhaustive list of accommodation booking options that are available at a particular destination or in response to a particular search query.

You agree that:

• you will only use our Service for personal and non-commercial purposes
• you must be at least 18 years of age and have the legal authority to enter into contracts
• you will use our Service lawfully and in compliance with these Terms
• all information supplied by you is true, accurate, current and complete

• if you have an account with us, you will:
• safeguard your account information
• be responsible for any use of your account by you or others
• if you book on behalf of others:
• you will obtain their authorisation prior to acting on their behalf
• you will inform them about the terms that apply to the booking (including the Rules and Restrictions) and ensure that they agree to such terms
• you are responsible for paying any amounts due, for making any change/cancellation requests and for all other matters relating to the booking.

You also agree not to:

• make any false or fraudulent booking
• access, monitor or copy any content on our Service using any robot, spider, scraper or other automated means or any manual process
• violate the restrictions in any robot exclusion headers on our Service or bypass or circumvent other measures employed to prevent or limit access to our Service
• take any action that imposes, or may impose, an unreasonable or large load on our infrastructure
• deep link to any part of our Service
• “frame”, “mirror” or otherwise incorporate any part of our Service into any other website.

Access

We may, acting reasonably, deny anyone access to our Service at any time for any valid reason. We may also make improvements and changes to our Service at any time.

How we order your search results

There are many accommodation booking options available through our Service and we want to make your search results as relevant as possible. At the search results page you will see our default sort order, however you can select how to sort your results and also use filter options to prioritise results based on your chosen preferences, for example price, guest review score, or other criteria.

Section 3 Confirming a booking

Your Booking Confirmation includes the essential elements of your booking, such as the description of the accommodation booking Service(s) booked and the price.

We will send your Booking Confirmation and any relevant travel documents to the email address you provide when you book. If you do not receive your Booking Confirmation within 24 hours of making your booking, please contact us.

Section 4 Payment

Price

The price of the accommodation booking will be as displayed on our Service, except in cases of obvious error.

Prices for accommodation booking Services are dynamic and can change at any time. Price changes will not affect bookings already accepted, except in cases of obvious error. We display many accommodation booking services, and we try hard to ensure that the displayed price is accurate. We reserve the right to correct any pricing errors on our Service.

If there is an obvious error and you have made a booking, we will offer you the opportunity to keep your booking by paying the correct price or we will cancel your booking without penalty. We have no obligation to make available accommodation booking services to you at an incorrect (lower) price even after you have been sent a Booking Confirmation if the error should reasonably have been apparent to you.

Taxes

The prices displayed through our Service may include taxes or tax recovery charges. Such taxes or tax recovery charges may include amounts associated with value-added tax, goods and services tax, sales tax, occupancy tax and other taxes of a similar nature.

Taxes or tax recovery charges are generally calculated or estimated on the prices displayed through our Service before any discounts (including those funded by us), coupons and loyalty points that may be applicable to your booking, unless those discounts, coupons and loyalty points are considered as a reduction in price for the purposes of calculating or estimating taxes in the relevant jurisdiction for the booking.

In certain jurisdictions, you may be responsible for paying local taxes imposed by local tax authorities (such as city taxes or tourist taxes, etc.). Our Company or the accommodation provider may charge you such local taxes. Our company will notify you of any local taxes that will be payable by you before you complete your booking, where such taxes have been notified to our company by the accommodation provider.

The amount of local taxes can change between the booking date and stay date. If taxes have changed by your stay date, you may be liable to pay taxes at the higher rate.

Payment processing

When payment is made your card will be charged in two possible ways depending on you booking status and cancellation rights at the time of booking, see below A & B

A) If you are booking is for a non-refundable booking, we will take full non-refundable payment at the time of booking. In addition, if your booking is within 30 days of the check in date, we will take full non-refundable payment at the time of booking.

B) If your booking is for future dates and is marked and allows book now pay later “refundable”, we will take authorisation from your card to auto charge you the full Non- refundable payment 30 days before check in date. If the hotels policy is greater than 30 days you will have that timeline shown as part of the booking procedure, if higher than 30 days the full amount will be charged to your card in full on the date/increased days specified. (In the event that your card cannot be charged, we will contact you to ask for payment, this may take the form of a secure pay by link from our payment partner. If payment is not received by us within 7 days from the payment due date, your booking will be cancelled. If any deposit has been made that will be lost and not refundable. We cannot be held responsible for late payments and subsequent cancellations of accommodation bookings due to nonpayment. You must ensure that you have provided up to date contact details, also if your card details need to be changed, please contact info@cugtravel.co.uk prior to payment due date)

Our privacy policy provides information on how we use your payment and account information when you elect for us to store a credit or debit card or other payment method for future use.

Payment verification

You authorise the relevant company – our payment provider to:

• verify your payment method by obtaining a pre-authorisation, charging a nominal fee or through other verification means, and
• on verification, charge your payment method.

Fees charged by banks

Some banks and card issuers impose fees for international or cross-border transactions. For example, if you make a booking using a card issued in a different country from the Travel Provider’s location or you choose to transact in a currency that is different from the local currency of our Service, your card issuer may charge you an international or cross-border transaction fee.

Also, some banks and card issuers impose fees for currency conversion. For example, if you make a booking in a currency different to the currency of your credit card, your card issuer may convert the booking amount to the currency of your credit card and charge you a conversion fee.

If you have any questions about these fees or the exchange rate applied to your booking, please contact your bank or card issuer. Our company is not associated or responsible for any fees relating to varying exchange rates and card issuer fees.

Currency conversion

Any currency conversion rates displayed on our Service are based on public sources and current exchange rates, which may vary between the time a booking is made and the time of travel. Such rates are provided for information purposes only and, while we seek to provide information that is correct, our company does not guarantee the accuracy of such conversion rates because they are not within our control.

Alternative payment methods

We may partner with providers of alternative payment methods (such as consumer finance companies), to provide our travellers with alternative payment methods. Our company does not endorse or recommend any alternative payment provider or their products or services. Our company is not responsible for the content or the acts or omissions of any alternative payment provider. Your use of any such provider’s payment method is at your own risk and will be governed by such provider’s terms and policies.

Fraud

If a booking or account shows signs of fraud, abuse, association with a government-sanctioned person or entity, or other suspicious activity, we may request extra information from you. If we reasonably conclude that a booking or account is associated with fraud or suspicious activity, we may:

• cancel any bookings associated with your name, email address or account
• close any associated accounts, and
• take legal action, including to seek to hold you liable for any loss.

Please contact us about the cancellation of a booking or closing of an account.

Section 5 Cancelling or changing a booking

Cancellation or change by you

Cancellations or changes (with respect to the travel date, destination, place where the trip starts, property or means of transport) to a booking can be made by contacting us. You do not have an automatic right to cancel or change a booking unless allowed by the relevant accommodation provider under their Rules and Restrictions (which are provided to you before you make a booking).

Accommodation providers may charge you fees for cancelling (in full or part) or changing a booking. Such fees will be set out in the Rules and Restrictions. You agree to pay any charges that you incur. Please be aware that for changes, the price of your new arrangements will be based on the applicable price at the time you ask us to make the change. This price may not be the same as when you originally booked the accommodation Services. Prices tend to increase the closer to the departure date that the change is made.

Please read the relevant Rules and Restrictions, so you know which terms apply to your booking. For example:

• if you book a stay at a property and you do not cancel or change your booking before the relevant cancellation policy period, you may be subject to the cancellation or change charges as shown in the relevant Rules and Restrictions
• some properties do not permit cancellations of, or changes to, bookings after they are made
• if you make a Pay Later booking and you do not show up or cancel the booking, the property may impose a no-show or cancellation charge as shown in the relevant Rules and Restrictions and you will be charged the property's no-show or cancellation charge, and
• if you do not show up or fail to use some or all of the accommodation Services booked, refunds may only be due to you in line with the relevant Rules and Restrictions.
• It is standard practice for 100% of charges to be made for no shows or non-use of booked accommodation.

If you want to cancel or change any part of a booking and such cancellation or change is allowed by the relevant accommodation provider, then, in addition to any charges imposed by the accommodation Provider, we may also charge you an administration fee. If such an administration fee applies, it will be notified to you before you agree to proceed with the change/cancellation.

Other cancellation or change

We (and the relevant accommodation Provider) may cancel your booking if full payment for the booking, or any applicable cancellation/change charge or fee relating to a booking is not received when due.

For a variety of reasons (such as a property is overbooked due to connectivity issues or a property is closed due to a hurricane, etc.), it is possible that a booking may be cancelled or changed by the accommodation provider or us. If this happens, we will make reasonable efforts to notify you as soon as possible and offer alternative options/assistance where possible or a refund.

Refund

Any refunds will be transferred back to you to the payment method you used to make the original booking. Such refunds will be made by the party that took your original payment.

Section 6 Accommodation Service specific terms

This Section provides details of the terms relevant to the specific accommodation booking services provided by the accommodation provider. These details are not exhaustive and do not replace the relevant Rules and Restrictions, which are provided to you before you make a booking.

Each accommodation Service is subject to the relevant Rules and Restrictions of the accommodation Provider. Please also read this Section which will also apply to your booking as applicable. If there is any inconsistency between this Section and the relevant Rules and Restrictions, the relevant Rules and Restrictions prevail.

A. Stays

Our Service may provide you with the option to Pay Now or Pay Later. Room rates (including any applicable taxes and fees) are displayed to you through our Service under the Pay Now and Pay Later payment options. Please note that taxes and fees may vary depending on which payment option you choose. Tax rates and foreign exchange rates may change in the time between booking and your stay.

Pay Now

If you select the Pay Now payment option, the relevant company (as set out in Section 4 (Payment)) typically will charge the booking amount to your payment method on booking.

Pay Later

If you select the Pay Later payment option, the Travel Provider typically will charge your payment method in the local currency at the time of your stay or as otherwise notified to you during the booking process.

Deposit

Some Travel Providers require a payment card or cash deposit at check-in to cover extra expenses incurred during your stay. Such deposit is not related to any payment received by the relevant company (as set out in Section 4 (Payment)) for your booking.

First night no-show

If you do not show for the first night of your stay booking, but plan to check in for the subsequent nights, please confirm this with us before the original check-in date. If you do not confirm this, then your whole booking may be cancelled. Refunds for no-shows will only be due to you in line with the relevant Rules and Restrictions of the property.

Group bookings

You may not book more than 8 rooms through our Service for the same property for the same stay dates. If you book more than 8 rooms in separate bookings, we may cancel your bookings. We may also charge you a cancellation fee and if you paid a non-refundable deposit, such deposit may be forfeited. If you want to book more than 8 rooms, then please contact us. You may be asked to sign a written contract or pay a non-refundable deposit.

Ratings

Ratings shown through our Service indicate what you might expect from properties displaying that rating level, including (where applicable) through local and national star rating organisations. These may differ from standards in your own country. Site displayed ratings do not represent or promise any feature or amenity. Additional information is available in the “Overview” or “Amenities” section of the property details page. These guidelines are subject to change, and our company and our Partners cannot guarantee the accuracy of any specific rating displayed from time to time through our Service.

Meals

If meals are part of your stay booking, the number of meals included depends on the number of nights of your stay. Full board normally includes breakfast, lunch, and dinner. Half board normally includes breakfast and either lunch or dinner – in many cases breakfast & dinner. No refunds will be available if one or more meals are not consumed.

Section 7 International travel

International travel

Although most travel occurs without incident, travel to certain destinations may involve more risk than others. You must review any travel warnings/advice, etc. issued by the relevant governments before you book international travel. You should also monitor such travel warnings/advice during travel and before your return journey to help avoid and minimise any potential disruptions. You may find information about the level of risk associated with travel to particular international destinations from the following source: https://www.gov.uk/foreign-travel-advice.

Health

Recommended inoculations/vaccinations may change at any time. You should consult your doctor on current recommendations before you depart. You are responsible for ensuring you:

• meet all health entry requirements
• receive the recommended inoculations/vaccinations
• take all recommended medication, and
• follow all medical advice in relation to your travel.

Online medical advice for travellers can be found at NaTHNaC - Country List (travelhealthpro.org.uk). Otherwise, for medical advice regarding your journey, please contact your doctor.

Passport and visa

You must consult the relevant Embassy or Consulate for passport and visa information. Requirements may change so check for up-to-date information before booking and departure and allow sufficient time for all relevant applications.

Our Company is not liable if you are refused entry onto a flight or cruise ship or into any country, due to your conduct, including your failure to carry the correct and adequate travel documents required by any accommodation travel Provider, authority or country (including countries you are transiting through). This includes all stops made by an aircraft or a cruise ship, even if you do not leave the aircraft or airport or cruise ship.

Passport: You are required to have a valid passport in the country of issue for all holidays offered through our Service.

Some overseas countries have an immigration requirement that your passport is valid for a minimum period after you enter that country, typically 6 months. If your passport is in its final year of validity, you must confirm the requirements of the destination before making final travel plans.

The name on the passport must match the name on the ticket, otherwise you may not be able to travel, and insurance may be invalid. If, after booking accommodation Service but before travelling, any member of your party changes their name (for example, as a result of getting married, etc.), you must notify us.

Please visit https://www.gov.uk/government/organisations/hm-passport-office for more information regarding passports.

Visa: For information on visa requirements, you are advised to contact the Embassy or Consulate of the country you propose to visit, as well as the Embassy or Consulate of the country you wish to return to, if you are not a citizen of that country.

Several governments are introducing new requirements for airlines to provide personal information about all travellers on their aircraft. The data will be collected either at the airport when you check in or in some circumstances when you make your booking. Please contact the relevant airline you are travelling with if you have any questions about this.

Our company does not represent or warrant that travel to international destinations is advisable or without risk and is not liable for damages or losses that may result from travel to such destinations.

Section 8 Liability

Liability for the Accommodation Services

The Providers make the accommodation Services available to you.

Where CUG Travel Ltd is the accommodation Provider, then to the maximum extent permitted by law and subject to the exceptions and limitations in these Terms or the relevant Rules and

Restrictions, CUG Travel Ltd will only be liable to you for direct damages that were:

• reasonably foreseeable by both you and CUG Travel Ltd
• actually, suffered or incurred by you, and
• directly attributable to the actions of CUG Travel Ltd in providing the accommodation booking Services, and in the event of any liability of CUG Travel ltd in respect of the accommodation booking services, such liability will not exceed, in total, the cost paid by you to CUG Travel Ltd for the accommodation booking service in question.

Our liability

We own and operate our accommodation booking service and the accommodation booking providers provide the accommodation booking Services to you.

To the maximum extent permitted by law, we and our Partners will not be liable for:

• any such accommodation booking Services that the accommodation Providers make available to you
• for the acts, errors, omissions, representations, warranties, or negligence of any such accommodation Providers, or
• for any personal injuries, death, property damage or other damages or expenses resulting from the above.

The accommodation Providers provide us with information describing the accommodation Services. This information includes accommodation Service details, photos, rates and the relevant Rules and Restrictions, etc. We display this information through our accommodation booking Service. The accommodation booking Providers are responsible for ensuring that such information is accurate,complete and up to date. Our company and our Partners will not be liable for any inaccuracies in such information, unless and only if we directly caused such inaccuracies (and this also includes property ratings which are intended as guidance only and may not be an official rating). Our Company and our Partners make no guarantees about the availability of specific accommodation Services.

Photos and illustrations on our accommodation Service are provided as a guide to show you the level and type of accommodation only.

To the maximum extent permitted by law, except as expressly set out in these Terms:

• all information, software, or accommodation Services displayed through our Service are provided without any warranty or condition of any kind. This includes, but is not limited to, any implied warranties and conditions of satisfactory quality, merchantability, fitness for a particular purpose, title, or non-infringement, and
• our company and our Partners disclaim all such warranties and conditions.

The display of accommodation Services through our Service is not an endorsement or recommendation of such accommodation Services by our company or our Partners. Our company and our Partners disclaim, to the maximum extent permitted by law, all warranties and conditions that our Service, its servers or any email sent from us or our Partners are free of viruses or other harmful components.

To the maximum extent permitted by law and subject to the limitations in these Terms, neither our company nor our Partners will be liable for any direct, indirect, punitive, special, incidental or consequential losses or damages arising from:

• the accommodation booking Services,
• the use of our Service,
• any delay or inability to use our Service, or
• your use of links from our Service,

whether based in negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if our company and our Partners have been advised of the possibility of such damages.

In respect of liability for our obligations under these Terms, or if we are found liable for any loss or damage under these Terms, then, to the maximum extent permitted by law, we shall only be liable to you for direct damages that were:

• reasonably foreseeable by both you and us,
• actually, suffered or incurred by you, and
• directly attributable to our actions,

and in the event of our liability, such liability will in no event exceed, in the total, the greater of (a) the cost paid by you for the accommodation Services in question or (b) one-hundred pounds sterling (£100.00) or the equivalent in local currency.

This limitation of liability reflects the allocation of risk between you and us. The limitations specified in this Section will survive and apply even if any limited remedy specified in these Terms is found to have failed its essential purpose. The limitations of liability provided in these Terms inure to the benefit of our company and our Partners.

Every instance of force majeure, including the interruption of means of communication or a strike by airlines, properties or air traffic controllers, will lead to the suspension of the obligations in these Terms that are affected by the force majeure event. In such a case the party affected by the force majeure event will not be liable as a result of the inability to meet such obligations.

Consumers have certain statutory rights. The exclusions and limitations contained in these Terms apply only to the extent permitted by law. Nothing in these Terms shall be deemed to limit or exclude our liability for fraud or personal injury or death (resulting from our negligence).

Indemnity

You agree to defend and indemnify our company and our Partners and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature (“Losses”), including but not limited to, reasonable legal and accounting fees, brought by third parties as a result of:

• your breach of these Terms or the documents referenced in them
• your violation of any law or the rights of a third-party, or
• your use of our Service, to the extent that such Losses are not directly caused by the actions of our company or our Partners (as applicable).

Excursions, Trips, Events, Vehicle Hire, Dangerous Sports, all water sports, Skiing, Para gliding - kiting, parachutes, Jeep Safaris, Moped / Scooter Hire, buggy – 4-wheel drive hire, transfers, car hire, Boat trips, trips to a different country to the one booked.

– all bookable services outside of the remit of providing a lodging / accommodation booking, will be deemed as outside of this agreement. Whether or not booked via the accommodation provider or a third external provider. Our company cannot be held responsible or liable for such activities or bookings. It is your responsibility to check your own travel insurance for the relevant cover and insurance. Also, to check the insurance cover of the provider to ensure they have the correct cover in place to protect you. You must be aware that many of these activities are not covered under your accommodation booking with our company, and not via your standard holiday insurance.

Section 14 Contact us and complaints

Traveller support and the handling of complaints

We are here to help you with any queries or complaints you have in relation to your booking.

Following a problem with your booked accommodation Service, if you raise a complaint or are entitled to compensation by the accommodation Provider, then we will assist you and the accommodation Provider to try to resolve the problem.

For queries or complaints whilst you are away, please contact us.

Loss, theft or damage

Complaints about loss of, theft of, or damage to, luggage, clothing or personal belongings that were not under your control whilst you are away should be addressed to the relevant accommodation Provider (such as the property or the accommodation etc.).

Whilst away

Please raise any issues you have whilst you are away (or as soon as possible after) to:

1. directly to the reception, management owner, proprietor
2. the relevant accommodation Provider whilst at your accommodation.

This will enable measures to be taken to resolve the issue and try to limit the damage suffered by you. If you do not raise any issues whilst you are away, this may deprive us and the accommodation Provider the opportunity to investigate and rectify your issue whilst you are away. This may affect your rights under these Terms, including reducing any compensation due, potentially to zero.

After travel

For complaints made after travel, please contact us. You are encouraged to raise any complaints within 30 days after travel.

Hard copy

Hard copy complaints should be sent to either:

• the accommodation Provider providing the accommodation Service, at the address provided in their Rules and Restrictions; or
• to us, at the address below:
• 15 Bexhill Road, Eastbourne, East Sussex, BN22 7JH (with a copy to: info@cugtravel.co.uk)

Section 15 General

Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. You consent to the exclusive jurisdiction and venue of the English courts in all disputes (including non-contractual disputes or claims) arising out of or relating to the use of our Service or these Terms. However, you may choose the law and jurisdiction of Scotland or Northern Ireland if that is where you reside. Use of our Service is unauthorised in any jurisdiction that does not give effect to all provisions of these Terms including, without limitation, this paragraph.

Insurance

Unless otherwise stated, prices displayed do not include travel insurance. You are advised to take out insurance that covers the consequences of certain cases of cancellation and certain risks (such as the cost of repatriation in the event of an accident or illness). You are responsible for ensuring that any insurance policy taken out adequately covers your requirements. You may be shown certain travel insurance products. If so, details of the insurance provider, relevant key information and terms and conditions will be shown on our Service.

Failure to invoke

Our failure or delay to enforce any provision of these Terms does not waive our right to enforce the same or any other provision(s) of these Terms in the future.

Unenforceable provisions

If any provision (or part provision) of these Terms is found by a court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision (or part provision) shall, if required, be deemed not to form part of these Terms with you. In such a case, the validity and enforceability of the other provisions shall not be affected.

Entire agreement

These Terms constitute the entire agreement between you and us with respect to our Service. They supersede all prior or contemporaneous communications (whether electronic, oral, or written) between you and us about our Service.

Assignment

We may, and you may not, assign, subcontract or delegate rights, duties or obligations under these Terms.

Third-party rights

Save as expressly stated in these Terms we do not intend any part of these Terms to be enforceable by any person who is not a party to these Terms. No third-party's consent shall be required for the waiver, variation or termination of any part of these Terms. These Terms do not give rise to any rights under any applicable laws or regulations in relation to rights of third parties to enforce any part of these Terms.

Survival of obligations

Any provision of these Terms, which expressly, or by its nature, imposes obligations beyond the expiration, or termination of these Terms, shall survive such expiration or termination.