The following terms and conditions (‘booking conditions’) form the basis of your contract with Jules Verne. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them. Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to ‘holiday’, ‘booking’, ‘contract’, ‘package’, ‘tour’ or ‘arrangements’ mean such holiday arrangements unless otherwise stated. In these booking conditions, ‘you’ and ‘your’ means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and ‘lead name’ means the person who makes the booking. ‘We’, ‘us’ and ‘our’ means Jules Verne.
The Booking Agreement
Any contract between you and us is subject to these Booking Conditions. The contract shall be governed by and construed in accordance with English law and is subject to the jurisdiction of the Courts of England and Wales. Alternatively it shall be governed by and construed in accordance with the law of Scotland or the law of Northern Ireland and shall be subject to the jurisdiction of the Courts of those countries respectively if you are domiciled there.
Your Financial Protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked and for your repatriation in the event of our insolvency.
We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 11234, Jules Verne Ltd). When you buy an ATOL protected flight or flight inclusive holiday* from us you will receive an ATOL Certificate.
This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information visit the ATOL website at www.atol.org.uk *The air inclusive holidays and flights we arrange are ATOL protected providing either the person who pays for the booking is present in the UK when the booking is made or the first leg of any flight or flights we arrange for you commences in the UK.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to 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).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
We are also a member of ABTA (ABTA Number V1661). When you buy a package holiday that does not include a flight, protection is provided by way of a bond held by ABTA The Travel Association. Please go to www.abta.com for a copy of the guide to ABTA’s scheme of Financial Protection.
If you book arrangements other than a flight or package holiday (e.g. accommodation only), the financial protection referred to above does not apply.
To Make a Booking
To make a booking please telephone us (020 7633 6700) at which time you will be asked to make the appropriate non-refundable deposit of between £250 to £450 per person or full payment (A higher, variable deposit may apply to certain programmes. Details will be advised at time of booking). On receipt of your deposit, we will send you a confirmation/invoice. It is important to check the details on the invoice when you receive it. If any details appear to be incorrect or incomplete, please contact us immediately as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 10 days of our sending it out (5 days for airline tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.
Out of Date Range Flight Upgrades
We will issue an invoice recording the arrangements reserved for you and will take a deposit. A contract between us will then come into existence on the basis that the price payable will be that applicable when the airline releases the seats and the timings and other flight details will be those confirmed at that time which may be different to those advised at the time of booking. When the airline seats become available to book we will tell you the price and other flight details and give you 7 days to tell us whether you wish to continue with the booking on the basis of the confirmed price and other details or cancel and receive a full refund. If you wish to continue with the booking, we will issue a revised invoice. In the event that flight seats do not become available, you will receive a full refund of your deposit. We will have no other liability and will not be responsible for refunding the cost of any services booked in conjunction with the flights.
The balance due must be paid to us at least 61 days before you travel (90 days before for any of our 'Great Journeys' tours). If this is not done then we reserve the right to treat your booking as cancelled by you and make cancellation charges. If you ask us not to cancel, promising to make payment but failing to do so, you must pay the cancellation charges depending on the date we reasonably treat your booking as cancelled. Your failure to pay the balance in these circumstances could result in cancellation charges of up to 100% of the final invoice. If you book 61 days or less before departure, then the full amount must be paid when you book.
To Change Your Booking
Change or addition to your booking:
Please note that it will not be possible to make changes within 28 days of your scheduled departure date. If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made by the person who made the original booking. We may ask you to put these in writing. If it is possible to make the change, it will be subject to an administration charge of £30 per person, and payment of any further costs incurred as a result of the change such as the cost of replacement visa, re-ticketing costs of scheduled transport, costs associated with changed group numbers. Scheduled airlines normally regard name changes as a cancellation and re booking, and any alteration may incur a 100% cancellation charge in respect of the air fare. If it is not possible for us to make changes for whatever reason, you have the choice of proceeding with the holiday as originally booked, or of cancelling and paying cancellation charges in accordance with the scale shown below. If any change can be made, you must check whether it will invalidate your visa or insurance cover, in which case it may be necessary to take out alternative, additional or new cover depending on the circumstances.
It is essential that the names of all passengers you give us at the time of booking are exactly the names (including forenames) that are shown on those persons’ passports. In many cases, and in order to guarantee your special airfare, tickets must be issued within two weeks of your date of booking and any subsequent changes, including changes to the spelling of names, amendments and cancellations, will incur costs up to the full value of the air ticket, regardless of the time period.
Name Changes (where you transfer your booking to another person):
Name changes will similarly incur the additional costs of changing the name on the air ticket plus all other alteration charges and additional fees equivalent to what it may cost us at the time. Changes may be made up to 7 days prior to departure if possible (if not then normal cancellation charges will apply). An administration charge will also be made of £50 per person for requests made more than 61days before departure, and £100 per person within 61 days before departure. In the case of lead name changes then the new lead passenger will be deemed to have accepted the full terms and conditions of the existing contract. If you request to change all the names on a booking, this will be considered as a cancellation and new booking and full cancellation charges will apply.
To Cancel Your Booking
Cancellation of Tours by Us
In the unlikely circumstances of cancellation of a tour or holiday by us we will offer you the choice of an alternative tour of equivalent quality (if available) or a tour of lower quality if you require it (if available) in which case we will refund to you the difference in price between the original booking and the tour of lower quality; or we will make you a prompt refund of any monies paid by you to us under the original booking.
Tours are based on a minimum number of passengers, generally a number under 8 but variable according to destination, in order to operate. Should this not be reached, or become unlikely to be reached, we reserve the right to continue to operate (with local guides instead of a tour manager if one has been advertised) or, up to 8 weeks prior to departure, to cancel this tour for all passengers including those booked under Independent Arrival. In these circumstances we would not be liable to pay you any compensation or make refunds for associated costs such as visas, independently booked regional or international flights, parking, airport hotels etc.
In the event that it is necessary for us to cancel or make a significant change to a tour in other circumstances, we will offer compensation to you, where appropriate, as detailed below. A change of flight time of less than 12 hours, airline (except where otherwise stated), type of aircraft (if advised) or destination airport, change of London airport, or changes of hotel to ones of similar price or category, will all be treated as minor changes.
Compensation amount per person for period prior to departure date when a cancellation or significant change is notified by us:
|Period prior to departure date||Compensation|
|More than 61 days||NIL|
|61 – 42 days||£20|
|41 - 15 days||£35|
|14 - 0 days||£50|
We are not liable to pay compensation to you where:
a) The package is cancelled because the number of persons who agree to take it is less than the minimum number of persons required as set out above and we have provided advice of the cancellation at least 61 days prior to the departure date of your tour or holiday, or
b) The package is cancelled by reason of unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised.
Changes to the Scheduled Programme
The tours scheduled in our brochure are planned many months in advance and sometimes changes may be necessary although we would normally expect to be able to provide you with the services confirmed by us in respect of your original booking.
The arrangements featured in our brochure are by their very nature complex with services from many different airlines, hotels and transportation companies. Due to demand for flights, hotels and accommodation and transportation over which we have no control, it is not always possible to guarantee flight or other transport departures, the aircraft type or other type of transportation, or accommodation. Flight or other transportation timings and carriers are stated to you for guidance only. Final details will be shown on your tickets or sent with your Joining Instructions, approximately two weeks prior to travel. We reserve the right to make changes. We will make every effort to provide as much advance notification as possible but we feel it is only fair to warn you of possible variations. Where these are significant you may be entitled to compensation as set out above.
Force Majeure Changes or Cancellation:
We may have to make changes to your tour or holiday in the event of force majeure and if we have to cancel or change your tour or holiday in any way because of this, we will not be liable to pay compensation to you. Force majeure is for example, circumstances where performance and/or prompt performance is prevented by war, threat of war, riot, civil disturbance, natural or nuclear disasters, industrial dispute (defined below), terrorist activity, fire, or adverse weather conditions. Industrial dispute is defined as a dispute between a person, other than ourselves, supplying services comprised in a package holiday and (a) his employee and/or (b) any other person whose services affect the performance of the package holiday, which we cannot reasonably be expected to overcome by substituting comparable alternative arrangements. Very rarely, we may be obliged by ‘force majeure’ to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
In accordance with EU regulations we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used on the relevant brochure pages and/or your holiday confirmation invoice. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check – in or at the boarding gate. Such a change is deemed to be a minor change.
All itineraries that involve the use of rail travel are subject to amendment according to the conditions of carriage of the railways board or other agency which governs rail travel in the country in which the railway journey is undertaken. Delays may occur depending on the priority given to the passage of the train upon which you are travelling because the train is required to give way to other railway traffic. In particular where the train is crossing a border between two countries, your attention is drawn to the section headed ‘Border Crossings’ below.
In some countries lengthy delays may be experienced at border crossings between two countries. Such delays are subject to the discretion of the national or local authorities regulating the border crossing. We cannot offer any accurate estimate of the length of such delay and if you require further information you should make your own enquiries.
River Boats and Cruises:
All itineraries that include river and coastal cruising are subject to amendment according to river or sea conditions at the time of travel which includes water levels (high and low), weather conditions such as fog and technical issues with locks, bridges and the vessels themselves. Where such variations affect the itinerary a replacement programme by land will be arranged. Most waterways are controlled by statutory authorities who can also impose restrictions without notice.
Accommodation Outside the UK:
The standard of accommodation, whether in hotels or on rail, ship or boat, will vary according to the standards available in the country in which the accommodation is being provided and should be judged by the standards of that country. In some countries the standards will be basic and not of the level associated with a conventional package holiday.
If you are in any doubt about the suitability to your own requirements of the facilities, transportation, accommodation or conditions prevailing in any country through which the tour passes, then you should make written enquiry with us as we cannot be held responsible for failure to meet your requirements if these are not made known to us. Whilst every effort will be made to meet reasonable requests, they cannot be guaranteed.
Hotel rooms are generally available between noon and 3pm for check-in and are to be vacated between 10am and noon irrespective of your arrival or departure times, details of which will be confirmed by your hotel. Hotels will generally make provision to secure your
luggage until rooms are available.
On occasion it may be possible to obtain day-rooms subject to availability and extra payment.
Any special request or requirement which is essential to your booking (such as specific dietary requirements, wheelchair assistance or special facilities for certain medical conditions) must be made known to us in writing before you book. We will contact our suppliers and the request will only become a term of your contract with us if we confirm in writing that the request can be met and your booking proceeds on that basis. We are also happy to pass on any other reasonable requests that you may have such as desired location of hotel rooms or airline seats or other requirements as to meals, but they cannot be guaranteed and will not form part of our contract. No compensation will be payable if such requests are not fulfilled.
Locally Booked Excursions/Activities
Whilst you are away you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by Voyages Jules Verne, and for whom we act only as an agent (if we make a booking for you). If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not form part of your package with Voyages Jules Verne. The contract may be subject to the excursion/activity provider’s terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. We accept no liability for any breach of contract or negligent act or omission of any excursion/activity provider. Some excursions/ activities may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should make direct inquiries with the local provider before deciding to buy and check that you are covered by your travel insurance policy. The same principle applies to any shop purchases in which you are involved, even where the shop is recommended by a local supplier or guide. We would therefore advise that you take care to establish exactly what you are buying and also take into account any difficulties that you might later find in returning faulty goods to the supplier.
If in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behavior is causing, or is likely to cause, danger, upset or damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen, no refund or compensation would be paid and we would have no further responsibility for your holiday arrangements including return travel.
Passports and Visas
It is your responsibility to ensure you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
Fitness to Travel, Disabilities, and Mobility
Overseas services are not covered by the Equality Act 2010, and facilities that are expected and required in the UK are not available in many of our destinations. If you have a disability or any issue with mobility you should be aware that our tours may involve significant distances, embarkations and disembarkations, visits to places that lack lifts or ramps, and areas of steep or rough terrain. Tours, or parts of tours, may be unsuitable for those with disabilities or restricted mobility. Our brochures and our website contain a guide on Fitness to Travel. Our tours are not normally manageable for those with walking difficulties. Please consider this issue as carefully as we have, ask for our advice, and do not undertake a tour that is unsuited to yourself or another member of your party. Whilst we are committed to making every reasonable adjustment to provide access to our tours for those affected, our escorts and guides are responsible for the progress of the tour and for the tour group as a whole so cannot be relied upon to provide individual support or assistance such as pushing wheelchairs or carrying bags. Should you or any of your party require a carer or assistance with mobility, then you accept responsibility for including a suitably qualified person in your booking.
In making your booking, you confirm that you and all of your party are fit to take this tour, and that you have declared to us any disability or special need which is likely to affect the progress of the tour or the delivery to other travellers. If we reasonably consider that we are unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, decline or cancel the reservation when we become aware of these details. You must also promptly advise us when any significant change in the condition or disability occurs or if any such medical condition or disability develops after your booking has been confirmed. If we consider at any time that the tour is unsuitable, we will try to provide alternative arrangements which overcome the issues and will offer them to you at an appropriate cost. Alternatively, we reserve the right to cancel the booking.
Should you or any of your party commence a tour without previously disclosing a disability or special need, and you are unable to take part in the activities or to keep to the daily schedule of the tour group, we reserve the right either to make whatever arrangements and engage whatever additional assistance we deem necessary for you to continue the tour, separately from the group if necessary, or else to make arrangements for your return to the UK without completing the tour. In either case you will be responsible for all additional costs.
It is your responsibility to ensure that you are aware of all recommended and required vaccination and health precautions in good time before departure, and to have any member of your party who may have doubts about their fitness consult with their own doctor.
Prices & Taxes
No Surcharge Guarantee – The price of your tour which we confirm to you at the time of booking, including any increases or reductions applied at that time, is fully guaranteed and is not subject to any surcharges, although changes to government taxes may be passed on to you.
Prices Do Not Includes – Travel Insurance, optional excursions, tipping, overseas airport taxes(unless indicated), any government or tourist taxes or compulsory charges introduced after publication of our brochure(s) and website.
Jules Verne's Responsibility
Feedback and Complaints Procedure
Your feedback is really important to us. At the end of your holiday you should receive a Jules Verne questionnaire to complete as we would like to know what you enjoyed about your tour and what we could improve.
If you have cause for complaint while you are on tour you must notify the Jules Verne Tour Manager, local representative, or local agent and give them the opportunity to help you there and then. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with later.
If a problem remains unresolved during your holiday, the lead passenger (the person who made the booking) should make a complaint in writing to Jules Verne within 28 days of the completion of the holiday. Please remember to quote your booking reference number and daytime telephone number. We will reply to you within 28 days of receipt of your letter, as laid down by the ABTA Tour Operator’s Code of Conduct.
We are a member of ABTA, membership number V1661. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct and we certainly hope that we can settle any holiday complaints amicably. However, should this prove not to be the case, you may refer any dispute relating to our contract to arbitration under a scheme arranged by ABTA which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability for you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person or £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences, although claims which include an element of minor injury or illness can be considered subject to a limit of £1,500 on the amount the arbitrator can award per person, in respect of this element. The application for arbitration and Statement of Claim must be received by ABTA within 18 months of the date of return from the holiday. Outside this time limit arbitration under the scheme may still be available if we agree, but the ABTA Code does not require such agreement. You must also have previously registered your complaint via ABTA to qualify for arbitration.
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description (hereinafter referred to as “claim”) which arises between us (except as set out below). We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the ABTA arbitration scheme (if the scheme is available for the claim in question and you wish to use it) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
Carriers and Other Suppliers
For portions of your itinerary involving air transport, cruising, or travel by coach, car, train, or ferry, you will be subject to the operational terms and conditions of the carrier and the regulations under which they operate. Airlines operate under international and (where appropriate) European conventions, treaties and regulations in regard to delay, cancellation, and denied boarding which have specific provisions regarding claims for compensation. Such claims, and those for loss or damage to your baggage, should be made directly to the airline. Although we will always use our best efforts to ensure that your tour is delivered as promised, we cannot be held responsible for delays, for necessary changes to your itinerary, or for other adverse occurrences or mishaps that are outside our control or could not have been foreseen or forestalled, and no compensation for such events or their consequences will be due from us. For any claims to be considered, you must communicate the failure locally to the supplier and to ourselves at the earliest opportunity.
Flights & Airlines
We reserve the right to amend the carrier, type of aircraft or timings on any of the itineraries. When you travel with an airline, scheduled or otherwise, the Conditions of Carriage of that airline apply. Some of these will limit or even exclude liability. These conditions are the subject of International Agreements between countries. We can normally advise you of the Conditions, or copies can be made available upon request.
Voluntary Denied Boarding:
On rare occasions passengers at the airport may be approached by the airline and offered, with appropriate compensation, a move to a later flight. If this is accepted you should be aware that as a result you may incur additional costs for separate transfer arrangements at your destination.
Flight timings are provided by airlines. They are subject to air traffic control restrictions, weather conditions, the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that the flights will depart at the time shown either in the brochure, on your invoice or on the tickets. The timings are estimates only. When booking connecting flights, rail or car parking or indeed any arrangements that rely on flight timings, you are strongly advised to allow for possible variations.
In the event of a flight being delayed, be it outward, onward or homeward, the relevant airline will make arrangements, dependent on the time of day and duration of the delay.
Where a flight is described as direct, this means that no change of aircraft is necessary. Stops may be made en route for re-fuelling or to pick up/set down passengers. We do not however provide details of such stops where applicable in our documentation.
Airline schedules are quoted as known at the time of going to press, but are subject to possible alterations. Details in respect of flight timings, duration of flights and points of stop-over en route will be sent with your confirmation invoice and with your final travel documents.
In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a ‘Community List’ which contains details of air carriers that are subject to an operating ban within the EU Community. The Community List is available for inspection via http://ec.europa.eu/transport/air-ban/list_en.htm
Brochure Descriptions & Prices
Unfortunately, it is inevitable that some of the prices and details contained within our brochures may have changed since the brochures were printed. We must reserve the right to make such changes. You will be informed about any changes to any of the relevant details within this brochure when you book and before you enter into a contract with us as part of our commitment to quality customer service.
Whilst we endeavor to ensure that the most up-to-date and correct prices are shown on our website and in our brochures, there may on occasion be an incorrect price shown, due to an unfortunate error. When we become aware of any such error, we will endeavor to notify you at the time of booking (if we are then aware of the mistake) or within 7 days of the time of booking, or as soon as reasonably possible. We must reserve the right to cancel the booking if you do not wish to accept the price which is actually applicable to the holiday, in which case you will be given the choice to amend your booking to an alternative holiday at the correct price.
We reserve the right to change any of the services or facilities or prices described in the brochure at any time before a contract is made between us. If there is any change we will tell you before you enter into a contract.
Website Descriptions & Prices
We rigorously check the information about accommodation, resorts, itineraries etc., to ensure it is correct to the best of our knowledge. Advertised web copy descriptions and facilities may change before and after you book. Please check the up to date position at the time of booking. Please bear in mind that hoteliers, restaurateurs, tour guides etc., may wish to maintain or improve their facilities, or even take a break themselves. Flight times, carriers and routes in the brochure are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year or other situations beyond our control etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.
The copyright in the material on this website rests with Jules Verne, its suppliers and its clients. Your access to it does not imply a licence to reproduce and/or distribute this information. This means that you cannot reproduce or distribute this information. This website is governed and construed in accordance with the Laws of England and is subject to the exclusive jurisdiction of the English Courts.
1. Important notice
1.1 This is the Privacy Notice of Jules Verne Ltd (company number 1661988) and whose registered office is at Kuoni House, Deepdene Avenue, Dorking, Surrey, RH5 4AZ. Where this Privacy Notice refers to “we”, “us” or “our”, it is referring to Jules Verne Ltd. This Privacy Notice sets out how we collect and process your personal data in relation to the brand known as Jules Verne. This Privacy Notice also provides certain information that is legally required and lists your rights in relation to your personal data. Please read this Privacy Notice to understand how we may use your personal data.
1.2 This Privacy Notice relates to personal information that identifies “you” meaning a customer or potential customer, individuals who browse our website or individuals outside our organisation with whom we interact. If you are an employee, contractor or otherwise engaged in work for us or applying to work for us, a separate privacy notice applies to you instead. This Privacy Notice is not intended for children and we do not knowingly collect personal data relating to children.
1.3 We refer to this information throughout this Privacy Notice as “personal data” and section 3 sets out further detail of what this includes.
1.4 This Privacy Notice may vary from time to time so please check it regularly. This policy was last updated on 18th May 2018.
2. How to contact us
2.1 Data controller and contact details
2.1.1 For the purposes of relevant data protection legislation, we are a controller of your personal data and as a controller we use the personal data we hold about you in accordance with this Privacy Notice.
2.1.2 If you wish to correct your personal data held by us or to opt out at any time from receiving marketing correspondence from us or to alter your marketing preferences please email firstname.lastname@example.org.
2.1.3 If you need to contact us in connection with our processing of your personal data, then our contact details are email@example.com.
2.2 Data Protection Officer
Our Data Protection Officer can be contacted at Jules Verne, 96 Great Suffolk Street, London, SE1 0BE, or by email at firstname.lastname@example.org.
3. Categories of personal data we collect
3.1 The categories of personal data about you that we may collect, use, store, share and transfer are:
3.1.1 Advertising Data. This includes personal data which relates to your advertising preferences, such as information about your preferences in receiving marketing materials from us and your communication preferences;
3.1.2 Information Technology Data. This includes personal data which relates to your use of our website, such as your internet protocol (IP) address, login data, traffic data, weblogs and other communication data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our website;
3.1.3 Individual Data. This includes personal data which relates to your identity, such as your first name, middle name, last name, username or similar identifier, marital status, title, date of birth, place of birth, passport number and gender;
3.1.4 Account and Profile Data. This includes personal data which relates to your profile on our website, such as your username and password, proposals and bookings made by you, your interests, preferences, feedback and survey responses;
3.1.5 Usage and Operational Data. This includes personal data which relates to your usage and operation of our website, such as information about how you use our website, products and services;
3.1.6 Enquiry and Sales Data. This includes personal data which relates to the transactions you have conducted with us, such as details about payments to and from you, details of subscriptions to our services or publications and other details of products and services you have purchased from us;
3.1.7 Audio Data. This includes personal data which is gathered using recording systems at our locations.
3.1.8 Market Research Data. This includes personal data which is gathered for the purposes of market research, such as price comparison information;
3.1.9 Health Data. This includes personal data which is gathered for health and safety purposes including any accident report or claim log or any information you provide about allergies or other medical conditions during the booking process or in one of our locations;
1.1.10 Communication Data. This includes personal data which relates to a method of communication such as your billing address, delivery address, email address and telephone numbers
3.2 We may also create Personal Data about you, for example, if you contact us by telephone to make a complaint, for example about our services or goods, then we may make a written record of key details of the conversation so that we can take steps to address the complaint.
3.3 We also obtain and use certain aggregated data such as statistical or demographic data for any purpose (“Aggregated Data”). Aggregated Data may be derived from your personal data but does not directly or indirectly reveal your identity. For example, we may aggregate your Operation Data to calculate the percentage of users accessing a specific feature on our website. However, if we re-combine or re-connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Notice.
3.4 In addition, we may obtain certain special categories of your data (“Special Categories of Data”), and this Privacy Notice specifically sets out how we may process these types of personal data. The Special Categories of Data are: (i) personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership; and (ii) the processing of genetic data, biometric data for the purposes of uniquely identifying a natural person, data concerning health or data concerning a natural person’s sex life or sexual orientation.
3.5 We do not collect any information about Criminal convictions and Offences.
4. The sources from which we obtain your personal data
4.1 We obtain your personal data from the following sources:
4.1.1 Directly from you, either in person (at our locations or otherwise), via our website, via email or by telephone. This could include personal data which you provide when you:
(a) request a brochure;
(b) book an appointment;
(c) contacting our Personal Travel Experts or Customer Service Team;
(d) apply for our products or services, including where you sign up;
(e) browse our website;
(f) subscribe to our service or publications;
(g) request marketing to be sent to you;
(h) enter into a competition or promotion;
(i) completing a survey from us;
(j) saving a proposal;
(k) entering details at an event.
4.1.2 Automated technologies, such as call recording, cookies, server logs and other similar technologies.
4.1.3 Third parties, such as:
(a) analytics providers;
(b) advertising networks;
(c) search information providers;
(d) providers of technical, payment and delivery services;
(e) data brokers or aggregators;
(g) Kuoni stores.
5. How we use your personal data & our basis for using it
5.1 Where we are relying on a basis other than consent
We may rely on one or more of the following legal bases when processing your personal data. We have set out below the purposes for which we may process your personal data:
For managing your booking we will use information provided by you to deliver our products and services. This includes booking holidays, tours, transportation, car hire and the issuing of tickets. This would be on the basis of performing our contractual obligations to you.
To make suggestions and recommendation to you about our products and services that may be of interest to you and for determining the and measuring the effectiveness of promotional campaigns and advertising then this would be on the basis of our legitimate interest in making sure our marketing is relevant to you or on the basis of consent where you have requested it.
To deal with your enquiries, to send you information you have requested or to provide you with important-real time information about our products and service you have ordered from us (e.g. a change of time or location due to unforeseen circumstances) then this would be on the basis of legitimate interest to provide you with customer service.
For the development, delivery and improvement of our products and services, marketing, customer relationships and experiences this this would be on the basis of legitimate interest in the provision of products and services to our customers.
Where you have submitted a job application we may for a reasonable period of time keep your details on file for future reference should a suitable position subsequently become available and we may send you information about job opportunities. This would be on the basis of legitimate interest to recruit new employees or contractors.
To help us develop our website to be more useful to you, for identifying usage trends and for internal purposes of research, analysis, testing, monitoring, customer communication, risk management and administrative purposes. This would be on the legitimate interest of in defining types of customer for our products and services, to keep our website updated and relevant and to inform our marketing strategy.
To ensure the security and to protect our rights or property (including our website) then this would be on the basis of legitimate interest in provision of administration and IT services, network security, to prevent fraud and in the context of business reorganisation or group restructuring exercise.
To be able to comply with our legal obligations where your information is required for any legal means, then this would be on the basis of legitimate interest to comply with a legal obligation.
5.2 In addition, we may lawfully process Special Categories of Data in certain ways. We set these out below along with the legal bases on which we process these Special Categories of Data:
5.2.1 There may be a requirement for us to collect sensitive data which could include health information (such as special assistance, any dietary preferences or determining your fitness to fly). Information about your religion may also be collected (such as a meal indicating a particular religion e.g. halal or kosher). We will always attempt to minimise the amount of sensitive personal data collected and unless there is a specific lawful reason (e.g. an emergency situation) then we will request consent for collection.
6. Who receives your personal data
6.1 We may disclose your personal data to:
6.1.1 our third party suppliers or sub-contractors who may process data on our behalf to enable us to provide you with our services. Any such disclosure will only be so that we can process your personal data for the purposes set out in this Privacy Notice;
6.1.2 our group companies and affiliates or third party data processers who may process data on our behalf to enable us to carry out our usual business practices. Any such disclosure will only be so that we can process your personal data for the purposes set out in this Privacy Notice;
6.1.3 HMRC, legal and other regulators or authorities, including those who request your personal data or to report any potential or actual breach of applicable law or regulation;
6.1.4 external professional advisers such as accountants, bankers, insurances, auditors and lawyers;
6.1.5 law enforcement agencies, courts, immigration authorities, customs and excise authorities or other relevant party, to the extent necessary for the establishment, exercise or defence of legal rights;
6.1.6 third parties where necessary for the purposes of prevention, investigation, detection or prosecution of criminal offences or the execution of criminal penalties;
6.1.7 third parties which are considering or have decided to buy some or all of our assets or shares, merge with us or to whom we may transfer our business (including in the event of a reorganisation, dissolution or liquidation);
6.1.8 third parties operating plugins or content (such as Facebook, Twitter, Instagram) on our website which you choose to interact with.
7. Personal data about other people which you provide to us
7.1 If you provide personal data to us about someone else you must ensure that you are entitled to disclose that personal data to us and that, without our taking any further steps, we may collect, use and disclose that personal data as described in this Privacy Notice.
7.2 You must ensure the individual concerned is aware of the various matters detailed in this Privacy Notice, as those matters relate to that individual, including our identity, how to contact us, the way in which we collect and use personal data and our personal data disclosure practices, that individual's right to obtain access to the personal data and make complaints about the handling of the personal data, and the consequences if the personal data is not provided.
8. Accuracy of your personal information
8.1 It is important that the personal data we hold about you is accurate and current and we take all reasonable precautions to ensure that this is the case but we do not undertake to check or verify the accuracy of personal data provided by you. Please keep us informed if your personal data changes during your relationship with us either by logging onto your account on the website or by contacting us. We will not be responsible for any losses arising from any inaccurate, inauthentic, deficient or incomplete personal data that you provide to us.
9. International transfers of personal data
9.1 It is possible that personal data we collect from you may be transferred, stored and/or processed outside the European Economic Area.
9.2 In connection with such transfers:
9.2.1 the relevant safeguard in place is the standard data protection contractual clauses between us and the recipient and a copy can be obtained by contacting us using the contact details set out in section 2;
9.2.2 this is made on the basis of an adequacy decision, namely:
(a) the Privacy Shield for transfers to the US; or
(b) the European Commission has decided that the relevant non-EU country ensures an adequate level of protection.
10. How long we will store your personal data for
10.1 We will store your personal data for 7 years. We keep the length of time that we hold your personal data for under review. These reviews take place annually.
11. Contractual or statutory requirements on you to provide personal data
11.1 In certain circumstances the provision of personal data by you is a requirement:
11.1.1 to comply with the law or a contract; or
11.1.2 necessary to enter into a contract.
11.2 You are required to provide personal data which is necessary to comply with the law and the consequences of failing to provide your personal data are the inability for us to fulfill your product or service request.
11.3 It is your choice as to whether you provide us with your personal data necessary to enter into a contract or as part of a contractual requirement. If you do not provide your personal data then the consequences of failing to provide your personal data are that we may not be able to perform to the level you expect under our contract with you. An example of this would be where we are unable to provide you with certain products or services as we do not have your full details, or where we cannot perform our contract with you at all because we rely on the personal data you provide in order to do so. Please see our terms and conditions for further details.
12. Your rights in relation to your personal data
12.1 Subject to applicable law including relevant data protection laws, in addition to your ability to withdraw any consent you have given to our processing your personal data (see section 5.2.3), you may have a number of rights in connection with the processing of your personal data, including:
12.1.1 the right to request access to your personal data that we process or control;
12.1.2 the right to request rectification of any inaccuracies in your personal data or, taking into account the purposes of our processing, to request that incomplete data is completed;
12.1.3 the right to request, on legitimate grounds as specified in law:
(a) erasure of your personal data that we process or control; or
(b) restriction of processing of your personal data that we process or control;
12.1.4 the right to object, on legitimate grounds as specified in law, to the processing of your personal data;
12.1.5 the right to receive your personal data in a structured, commonly used and machine-readable format and to have your personal data transferred to another controller, to the extent applicable in law; and
12.1.6 the right to lodge complaints regarding the processing of your personal data with the Information Commissioner’s Office or other relevant supervisory body. Please see https://ico.org.uk/concerns/ for how to do this.
If you would like to exercise any of the rights set out above, please contact us using the contact details set out in section 2.
13. Links to other websites
Please note that no attempts are made to identify individual users, store personal information and cookies cannot harm your computer.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can modify your browser setting to decline cookies if you prefer. Please see information about how to do this below, however, this may prevent you from taking full advantage of the website.
What is a cookie?
A cookie is a simple, tiny text file that is stored on a web browser when you visit a website that is incapable of performing any tasks or functions. When you revisit a web page, your browser checks to see if any cookies that are stored on your computer are valid ones for the page you are visiting. If they are, the information contained within them is sent back to that webserver.
Are cookies dangerous?
No. Cookies are small pieces of text. It is not a program, cannot be used as a virus or access your hard drive, and no other website can use it. Your browser will only share information in the cookie from the website that provided it.
Modern browsers allow users to set their own limitations to the number of cookies saved on their hard drives. To learn more about cookies, visit www.allaboutcookies.org
Cookies let us identify the device you are using and how you use our website – but not you personally. They are essential for many features of our website to work, help us identify and resolve errors, monitor web traffic and identify which pages are being used to help us analyse data and improve our site. We only use this information for statistical analysis purposes and they in no way give us any information about you.
Our cookies’ key features allow you to:
Jules Verne has good relationships with a small number of carefully selected suppliers who may also set cookies on behalf of us in order to improve our website and deliver information and offers that are relevant to you. If you would like more information about the cookies used by these suppliers, please see below.
How to modify your browser settings to decline cookies
HOW TO CHANGE COOKIE SETTINGS ON A PC
HOW TO CHANGE COOKIE SETTINGS ON A MAC
The cookies Jules Verne use
'Performance' cookies collect information about how you use our website, such as which pages you visit and if you experience any errors. Performance cookies don't collect any information that could identify you – all the information collected is anonymous and is only used to help us improve how our website works, understand what interests you and measure how effective our advertising is.
We use performance cookies to:
Cookies we have defined as 'performance' cookies will NOT be used to:
|Infinity||Infinity tracks the channels used by customers when contacting us by implementing unique telephone numbers. Data collected includes telephone number, the domain from which you access our site, type of browser, operating system, URLs you visited and from where and when you visited.
The information provided is not shared with a third party.
Adalyser tags are used to measure the response to TV advertising.
|Google Analytics||Google Analytics evaluates your activity on our website and tracks information, including the domain from which you access our site, type of browser, operating system, URLs you visited and from where and when you visited.||_utmz
'Functionality' cookies are used to help you use the Jules Verne website, provide services and remember settings to improve your visit.
We use 'functionality' cookies to:
Cookies defined as 'functionality' will not be used to:
Here is a list of the cookies we have defined as 'functionality'.
|Jules Verne||In order to request brochures by post, Jules Verne requires the use of a cookie. Where personal information is stored, this is confidential to Jules Verne and is not shared with a third party.||gRequestList||
'Targeting' cookies are linked to services provided by third parties, such as 'Like' buttons and 'Share' buttons. The third party provides these services in return for recognising that you have visited our website.
We use 'targeting' cookies to:
Here is a list of the cookies we have defined as 'targeting'
|Doubleclick||Doubleclick 'Spotlight Tags' are used to measure the effectiveness of online marketing campaigns, so we can bring our customers the most relevant offers possible and limit the number of times a given advert is shown to you||
|MediaIQ||MediaIQ floodlight pixels used to measure the effectiveness of online marketing campaigns, so we can bring our customers the most relevant offers possible and limit the number of times a given advert is shown to you||
|Facebook tags are used to bring our customers the most relevant offers possible and limit the number of times a given advert is shown to you||
|Adwords||Adwords is used to bring our customers the most relevant offers when searching online||
|Bing||Bing is used to bring our customers the most relevant offers when searching online||
We offer a share page widget on all of our web pages for social networks.
This allows you to easily share tours or travel related information that you are interested in with your friends, family and social networks.
96 Great Suffolk Street