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Terms and conditions

Cancellations / Amendments / Refunds: It is very important that you are aware of the cancellation and administrative charges relating to your flight contract with Cloud 9 Travel. The situation regarding refunds, cancellations and amendments varies from airline to airline.


Following are the general conditions however charges related to your particular flight are listed on your flight itinerary. It is the responsibility of the customer to request the charges relating to your flight prior to confirming your booking with Cloud 9 Travel.


If you have to cancel your booking(s) for any reason whatsoever, the client who originally made the booking must inform us in writing.


If the cancellation of your booking is due to reasons beyond your control, you will still be bound by our cancellation or amendment charges and the fare rules listed on your flight itinerary.  We will not enter into any correspondence with the airline with regards to additional refund amounts.


Amendments to your flight whilst abroad, must be made with the local airline office of the country that you are in. Cloud 9 Travel cannot make any amendments to your flight once you have travelled on your outbound journey.


Please note: Cloud 9 Travel charges an administrative fee of £30 per ticket on top of any cancellation or amendment charges that apply to your booking. This fee will also be charged in cases of airport tax refunds with certain airlines when the fare is non refundable. Cancellations usually take between 8 and 12 weeks to process and any refunds due will be made to you after this period.


We shall not be held responsible for the non performance of any itinerary through causes beyond our control or when we are not notified of a problem at the stage when remedial action may be taken.


Deposits: Please note that fares are constantly changing and usually increasing with little notice. Any tickets which are fully paid for and already issued are not affected. It is therefore in your interest to finalise payment as soon as possible and even before any final payment date being advised to you. Cloud 9 Travel therefore reserve the right to charge you any increase in fare or tax before final payment has been made.


Please note that deposits are non refundable and confirmation documents will only be provided once full payment has been received.


Re-confirmation: Onward and return flights must be reconfirmed with the relevant airlines at least 72 hours prior to departure. Cloud 9 Travel accepts no responsibility for bookings cancelled due to non compliance with the particular airline’s rules or for any flight rescheduling en route.


Schedule changes: Airlines may make schedule changes from time to time. Cloud 9 Travel will not be held responsible for any schedule changes made by the airline; however we will try our utmost to inform you of any schedule changes.


Special requests: If you have any special requests you must ensure that this is communicated to us at the time of booking. Although we will endeavour to pass on any reasonable requests to the relevant supplier, we regret that we cannot guarantee that the request(s) will be complied with unless we have specifically confirmed this in writing. Confirmation that a request has been noted or passed onto a supplier is not confirmation that the request will be met. Unless and until specifically confirmed all requests are subject to availability.


Passport and visas: It is your responsibility to check your passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. You must ensure that you are in the possession of the correct travel documents. Please check the requirements at the time of booking and a good time before departure.


Health requirements: These are subject to change and passengers are reminded that they are responsible for complying with entry and health requirements of all countries they intend to visit. We cannot be held liable if an airline refuses to accept you or any member of your party due to any medical condition. This includes pregnancy.


Internal / Connecting flights: Cloud 9 Travel will not be held responsible for delays or cancellations of a flight which may affect any additional (internal or connecting) flights that may have been booked as part of a journey. This is irrespective of whether the booking has been made by Cloud 9 Travel or not.


Force Majeure: We regret we cannot accept liability or pay any compensation when the performance of our contractual obligations is prevented or affected by you or otherwise any damage or loss as a result of “force majeure”. In these booking conditions “force majeure” means any event which we or the supplier of the service(s) in question could not even with all due care, foresee or avoid. Such events may include threat of war, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and any other unforeseen circumstances classed as a force majeure.


Travel Insurance: All of the above charges if incurred involuntarily may be covered by insurance. Travel insurance is strongly recommended by Cloud 9 Travel and details can be provided on request.


Scheduled Airline Failure Insurance: Tickets purchased from Cloud 9 Travel are covered against scheduled airline failure insurance. Therefore in the unlikely event of the financial failure of the airline you will either:


1. Prior to departure – Be fully refunded for all monies paid


2. After departure – Be offered alternative onward or return flights to the UK. (Please contact our office if this should occur)



Hotel deposit: A deposit is required in order to confirm a reservation. The deposit amount is the value of one night’s stay or otherwise, if specifically mentioned at the time of reservation.


The balance or payment of a hotel is due at least 60 days prior to the date of travel.


Documentation & vouchers will not be released until the balance of payment has been received by Cloud 9 Travel. In the case of reservations made less than 60 days before the date of departure, full payment must be made prior to confirmation of the reservation.


If payment is not received by the due date, Cloud 9 Travel reserves the right to cancel the reservation and to apply cancellation charges as set out below.


The cost of the services booked is the amount shown on your confirmation invoice and is fully guaranteed and will not be subject to any surcharges. Government action or any changes in taxation is excluded from this guarantee. This guarantee is subject to the conditions of payment being adhered to.


Changes: If, once the reservation has been confirmed by Cloud 9 Travel; you wish to make any alterations to the reservation details e.g. change of name, date, services, duration etc. Cloud 9 Travel will do all it can to assist you. The person named on the confirmation invoice or voucher must send a written alteration request to Cloud 9 Travel at least 60 days before the departure date and it must be accompanied by a £40 administration fee per reservation. However, any alterations by you less than 60 days before the date of departure may be treated by Cloud 9 Travel as a cancellation and so are subject to the cancellation charges set out below.


Cancellations: If you wish to cancel your reservation, written notification must be given to Cloud 9 Travel by the person named on the confirmation invoice or voucher. The date of the cancellation will be the date that Cloud 9 Travel receives this written notice. In the event of cancellation by you, the following cancellation charges will apply or such sum as is charged by the supplier, if greater. This will be in addition to an administration fee of £40:


Period before departure within which cancellation notice is received Cancellation fee as a percentage of total cost

28 days or more Loss of deposit only

7 - 27 days 50% or deposit if greater

within 7 days 100%


NO REFUNDS are possible for booked services which are not used.


Liability: Whilst we always endeavour to perform or to secure the performance of all parts of the agreement fully, we cannot accept responsibility for, or offer compensation in respect of, circumstances where performance is prevented or affected or where we are forced to cancel, delay, curtail or otherwise make changes by reason of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions or other similar events beyond our control.




Transfers are non refundable. Waiting time is 1 hour after the actual arrival time. After this time the vehicle will be released. If your flight is delayed, the relevant driver will check your flight information and adjust the pick up time accordingly. If your pick up or drop off details change, please amend your booking immediately by using the contact numbers provided on your transfer vouchers. Porterage is not included.


Tips are not included in the transfer price, as these are at your discretion. If travelling with babies or infants you are responsible for bringing with you and fitting the correct baby/infant seat for use in the vehicle. Failure to do this could result in your service not taking place and no refund being provided. One piece of luggage is allowed per person. Additional hand luggage should be small enough to be carried on your lap during the transfer. Any costs incurred in transferring extra luggage are to be covered by you on the spot.

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