Agency Terms

Agency Terms of Business

UR TRAVELS’s Terms of Business


We set out below all the terms which apply to bookings which you ask us, UR TRAVELS Ltd. (“UR TRAVELS“), to process for your travel requirements.  You should study them carefully. You should also note that there are three different categories of terms of business.  The first is the Agency Terms set out immediately below, the second is the General Terms (which follow the Agency Terms) and the third is the Travel Providers’ Booking Conditions (Booking Conditions). The Booking Conditions are the terms of each individual provider who agrees to provide you with travel arrangements.

Agency Terms

1. When processing your booking we will arrange for you to enter into a contract with the provider of the travel related service including, among others, tour operators, hotels, accommodation providers, amusement parks and cruise companies (“Travel Provider”).

2. Importantly, your booking through us is subject to both these Agency Terms of Business (which define and explain our obligations to you and the role that we play) and the Booking Conditions, that is the specific booking conditions of the relevant Travel Providers which set out, amongst others, your rights in the event that something goes wrong with the travel related service you have booked.

3. In completing your booking with us you are accepting our Agency Terms, the General Terms and the Booking Conditions.

4. The choice of search path through the website has no impact on the availability or pricing of product.

5. Your booking is not confirmed until you receive a booking confirmation.

6. All bookings are purchased individually at their own individual price. The price charged in total for several bookings will always equal the simple sum of the prices charged for each individual booking.

7. We have arranged EUB protection for Flight-Plus Holidays (defined below) booked through UR TRAVELS   and our EUB number is 29345-KE-01/2015.  A Flight-Plus Holiday is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire from separate Travel Providers and as separate bookings (i.e. not a package holiday).

8.  On Flight-Plus Holiday bookings, your money is EUB protected meaning that you will be able to continue with your holiday or suitable alternative holiday (at no extra cost) or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of one or more of your Travel Providers.

9. In some cases, where we are insolvent, an alternative EUB 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 EUB holder will perform those obligations and you agree to pay any money outstanding from you to that alternativeEUB holder. However, where it will not be possible to appoint an alternative EUB holder, you will be entitled to make a claim under the EUB scheme (or your credit card issuer where applicable).

10. UR TRAVELS is a tour operator. This means that we do arrange and create combinations of travel products; we simply provide and arrange travel products (whether singly or in combination) such as hoteliers, car hire companies etc. UR TRAVELS  acts strictly as agent only (whether as agent of the Travel Providers and accepts no responsibility or liability for any actual travel product or services booked or for the acts or omissions of those actually providing the travel product or services booked.

11. For the avoidance of doubt, UR TRAVELS Ltd operates a website and has a call center. All bookings are subject to these Agency Terms of Business, regardless of whether they are booked through the call center or the website.

12. In addition to the General Terms which follow immediately, after them there are particular terms which apply to very specific types of travel arrangements which you may wish to book through us.

General terms of business

1. Lowest Prices Guaranteed

UR TRAVELS promises you the absolutely lowest prices available – each and every time.

If you book with us and then find your hotel or other booking on sale, and available, at a lower price on a comparable travel website, we will refund the difference to you.

To be comparable, we must be able to confirm that the competitor price is based on the same accommodation, for the same dates and board class and in the same currency as your UR TRAVELS booking.

The price to be matched must be generally available to book online and reserve immediately. Specifically the price should not be reduced by redemption of a voucher or loyalty scheme or group discount. We are also only able to price match bookings paid in full through UR TRAVELS , we cannot price match against ‘Pay at Hotel’ rates.

UR TRAVELS is proud to be an independent agent and does not sell package holidays. We cannot price match against tour operator package (where only one price is shown for flight and hotel) holidays. Each booking is a separate transaction, available separately at the same price. The price match guarantee applies to each individual booking.

Infrequently, competitor websites may display prices no longer available or otherwise incorrect and where we believe this could be the case we will check with the competitor / travel provider directly to make sure the price shown is accurate before refunding.

Here is how to claim:

The person who placed the booking through UR TRAVELS  should make the claim by emailing us at [email protected] within 24 hours of making a booking, putting the words ‘price match’ in the subject line and enclosing evidence of the lower price, for example a screen shot.

Why do I only get 24 hours?

Our advanced IT systems are all live and the pricing across the vast range of product is moving every second. We are promising you the best price when you book…not that an airline (or other provider) won’t make it cheaper a week later!

We reserve the right to refuse any claim where we are unable to verify the claim to our satisfaction, in accordance with the above points.

2. Booking details

If booking online you are responsible for ensuring booking details are correctly entered. If booking via the call center all booking details will be read back to you, once you have confirmed these details we will proceed to confirm the booking with the Travel Provider. Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors within two days of receipt of your documents by contacting our Customer Support department. Please note that we will not accept any responsibility for incorrect information if we are not informed within this time frame. Any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Travel Provider. Please ensure that the names given are the same as in the relevant passport.

The booking information that you provide to us will be passed on only to the relevant Travel Providers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.

Full details of our data protection policy are available upon request.

Card Verification is a charge made on select flight bookings to validate the payment card provided before the card is then used to complete your booking with the Travel Provider.

3. Payment

You will be required to pay a deposit or make full payment at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Travel Provider who may cancel your booking and charge the cancellation fees set out in their Booking Conditions.

Occasionally accommodation bookings can be secured by payment of a small deposit.

It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed. Your booking is only confirmed when we send you our email confirmation of booking. Because we are making live reservations with travel providers we have to have the security that we have appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with the travel provider. If unexpectedly in the short time between your payment and us seeking to confirm your booking with the travel provider the travel product has become unavailable and we cannot obtain an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. You must also understand that this refund will only apply to the product which is unavailable and any other bookings will not be affected, that is, you will be committed to any other products which were booked for travel at the same time.

4. Cancellation and Amendment

If you cancel or amend your booking the Travel Provider may charge the cancellation or amendment charge shown in their Booking Conditions (which may be 100% of the cost of the travel arrangements) and in respect of accommodation bookings you must pay us the cancellation charge stated below.

5.  Insurance

Many Travel Providers require you to take out travel insurance as a condition of booking with them as detailed in their Booking Conditions. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If you have arranged your policy through us please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (eg. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

6. Transfers

We provide private cars or minibus type vehicle. If you have any specific requirements that may result from this, please advise us at least 48 hours before departure. Please note that shuttles are not able to make drops at private addresses (including villas) nor property management companies, or at hotels where the approach roads are inaccessible to coaches. Where the shuttle coach cannot stop directly outside the hotel due to accessibility issues, the drop-off will occur as near as possible to the hotel. Please be aware that there may be a wait for your shuttle at the airport since they run to a schedule.

7.  Delivery of documents

All documents (including invoices / tickets / insurance policies) will be sent to you by first class post. Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all related costs must be paid by you. You can elect for delivery by other means subject to payment of an additional charge.

8. Passports, Visas and Health

Information about passport and visa requirements for your trip can be obtained from the Foreign Office in your country. Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant embassies and / or consulates. Neither we, nor the Travel Provider, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.

Some of our accommodation providers negotiate their low rates on the basis that residents of the country where the hotel stay is taking place, are not eligible to stay at that rate. In most circumstances, this does not apply to residents of EU countries staying in other EU countries. Problems seem to mainly occur, where non-EU passport holders are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey, or Egyptian nationals in Egypt. If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult and may result in additional charges being incurred or the cancellation of the booking. Occasionally accommodation providers may ask that we contact you prior to the departure date to ask for the nationalities of the parties travelling. It is important that you contact our Customer Service team in this instance with this information in order to confirm that the rates are eligible for the parties travelling.

9. Final travel arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport.

10. Alterations by your Travel Provider

10.1 Flights

It may be necessary to reconfirm your flight with the airline. Please check this in the correspondence received from your Travel Provider, including the Travel Provider’s Booking Conditions. You should take a note of any reference number or contact names when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

10.2 Accommodation

Sometimes your accommodation provider may need to make a change. If you have already booked we will let you know as soon as we can, if there is time before your departure.

In the unlikely event that your accommodation provider has to make a major change or alteration to your booking, they will offer you the option of accepting the change or cancelling the booking and receiving a full refund of all monies paid to us in connection with the accommodation booking.

A major change would include a change of hotel due to hotel closure or overbooking; a pricing error. This list is not exhaustive and there may be other examples of a major change.

10.3 General

We do not accept responsibility for any expenses or costs incurred by you as a result of the change and we do not accept responsibility for changes or cancellations that are due to unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action or accommodation ceasing to be available.

All bookings made, even if arranged at the same time, are separate and independent bookings. Where your Travel Provider initiates a change or cancellation to a booking, your ability to cancel or change any other bookings is not affected. For example, if your accommodation booking is changed or cancelled by your Travel Provider, the Booking Conditions of your flight booking (including cancellation charges) will still apply, and vice versa.

11 Website accuracy

We endeavor to ensure that the details of all products, including prices, displayed on our websites are accurate. However, given the high volume of  hotels and other products offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors. This is because the information which you are shown is being transmitted effectively live from the relevant travel provider’s IT system.

Notwithstanding the above, in cases where details other than price are materially incorrect we will offer you the choice of continuing with your booking or cancelling with a full refund of money paid on that booking only.

Where inaccuracies relate to the understatement of the price of a specific product you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on receipt of the additional payment which is necessary.


12 Complaints

We pride ourselves on delivering the highest standard of customer service but if you have any dissatisfaction regarding your travel arrangements they should be reported to the relevant Travel Provider or their local supplier or agent immediately.

If the Travel Provider is unable to resolve your concern please contact our customer services team who will try to assist you immediately.

If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

If you wish to also make a formal complaint upon your return home then these should addressed in writing to Customer Relations at UR TRAVELS  Ltd, alternatively please call our Customer Support Department who will then email you a link to our complaints form..

If the matter cannot be resolved and it involves us or another MUISZ member then it can be referred to the arbitration scheme arranged by MUISZ

13 Limitation of liability

For the avoidance of doubt, your booking is directly with the Travel Provider. Other than where we are negligent in the provision of our services to you, UR TRAVELS accepts no liability or responsibility for any complaint, loss, damage, expense or other claim in respect of any aspect of your bookings or travel arrangements.

Specifically, we will not be liable for any act or omission by any person not employed directly by us or under our immediate control and whilst we have chosen our Travel Providers with care we have no control over our Travel Providers and so cannot be held responsible for any action or omission of our Travel Providers or their servants, agents or employees.

Moreover, we cannot be held responsible for any loss, damage or expense incurred or suffered by you which results from strike, civil commotion, fire, flood, war, threat of war, terrorist activity, national or nuclear disaster, late delivery, adverse weather conditions any act of God and / or any other event which is outside of our reasonable control.

In no circumstances shall we be liable for any economic loss, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of reputation, loss of anticipated savings arising out of the failure or delay in performing the services under these terms of business or otherwise in connection with these terms of business; or for any indirect, special or consequential loss or damage (howsoever arising).

In all cases the absolute aggregate maximum liability of UR TRAVELS under or in connection with these terms of business (howsoever arising) shall be limited to the total price paid by the customer for the specific bookings related to any given complaint.

Nothing in these terms of business shall limit or exclude the liability of UR TRAVELS for death or personal injury resulting from its negligence, fraud or fraudulent misrepresentation or from any other liability which cannot be excluded by law.

14. Cancellation, amendment and other service charges

14.1  Cancellation

Accommodation cancellation charges:

  • Booking cancelled more than 3 days before departure – €40 cancellation charge (or the value of the booking if lower)
  • Booking cancelled 3 days or less before departure – 100% of the booking value

If you make a new accommodation booking within 30 days having cancelled more than 3 days before departure we will refund the charge. If you cancelled 3 days or less before departure please contact our Sales Team who can advise if any refund is applicable.

For attraction tickets where either tickets or vouchers have been issued no refund can be processed until the tickets or vouchers have been returned to us undamaged and unused.

For other products the Travel Provider may charge the cancellation charge shown in their Booking Conditions.

For the avoidance of doubt, any cancellation charges levied are wholly independent from the deposit arrangements on any given booking and in the event that you cancel your booking you must immediately pay any shortfall between payments made by you against that booking and the cancellation charge applied and in accepting these General Terms you give your authority for us to automatically charge the payment card used by you when securing the booking (or any other card used by you in connection with other bookings placed through UR TRAVELS ) at that time.

14.2 Amendments

We do not levy any charge to make an amendment to your booking.

Occasionally Travel Providers may apply a charge, in the event that they do we will notify you of the charge which will need to be settled prior to processing an amendment request.

15. Jurisdiction

Your contract with UR TRAVELS  Ltd will be governed by Hungarian law and any related disputes will be dealt with in the courts of Hungary.

16. Credit Card Fraud Protection

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

17. Accommodation bookings

17.1 Payment on booking

Hotels offer the following different types of rates and payment patterns through UR TRAVELS .

  1. Standard – 20% deposit on booking with the balance payable 12 weeks prior to check-in
  2. Promotional – Super low  deposit on booking with the balance payable 21 days prior to check-in
  3. Discounted non-refundable – rates only offered as 100% payable on booking / non-refundable
  4. Pay At Hotel – rates only offered as pay on check-in at the hotel (only cash payment is accepted)

The payment pattern applicable to your booking will be clearly shown prior to booking.

If any payment is not received on or in advance of the due date, we reserve the right to treat the booking as cancelled by you resulting in triggering any applicable cancellation charges as detailed above.  For the avoidance of any doubt, the cancellation charges are wholly independent from the deposit arrangements on any given booking.

17.2 Booking confirmation

We will send a booking confirmation either immediately by automated email or by post within 10 working days of making your booking. Please check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later.

17.3 Accommodation vouchers

Vouchers will be sent by automated email or by post within 10 days of booking, subject to full payment being received by UR TRAVELS. The voucher will provide the address of your accommodation and a local office contact number. This should be handed in upon your arrival. Please take care of your voucher as failure to present it may result in your room being cancelled, or having to pay for your room again, or paying a higher price. No refunds for unused accommodation vouchers can be made, as they will be treated as cancellations.

17.4 Child Discounts

Any discounts are usually based on children sharing with two full paying adults. The costing shown will automatically advise you should discounts apply to the property you have chosen. The Hotel will usually ask for child ages. In both hotels and apartments, any room or board supplements are usually payable at the adult rate.

17.5 Duration

Most accommodation is available on a nightly basis, although some accommodations require a minimum stay of 3 or even 7 nights. Our websites will identify these properties once a search has been made and highlight this information if deemed necessary.

17.6 Requests for accommodation

We will happily approach Travel Providers to request accommodation, when not available from our wide range. We make no charge for this service.

17.7 Special requests

Although we will endeavor to pass any reasonable request on to your Travel Provider, we are unable to guarantee that the request will be met.

17.8 What is included in the price?

Hotel and apartment prices shown our websites are shown, based upon the information you supply, inclusive of all taxes, service charges and the meal arrangements specified below.

Not included are local resort charges, or charges for cots, which are occasionally levied direct by the hotel, details of which can be obtained before you depart on request.

  • RO – Room only – no meals
  • SC – Self-Catering – no meals, but cooking facilities are provided
  • BB – Bed & Breakfast – continental breakfast
  • HB – Half Board – continental breakfast and dinner
  • FB – Full Board – continental breakfast, lunch and dinner
  • AI – All Inclusive – continental breakfast, lunch, dinner and local branded beverages and soft drinks*

* Hotels may have varying levels of “All Inclusive” – please refer to the description listed under your chosen accommodation.

17.9 Gala Meals

Gala meals are provided at many hotels at Christmas and New Year and payment for them is usually compulsory. When you make your reservation with us, the cost of any compulsory gala meals is NOT included in the price unless this is specifically confirmed when you book.

17.10 Star ratings

Star Ratings are used to symbolise the overall quality and level of standards of each accommodation type.   The star ratings are based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. They range from 1 star, where you can expect simple accommodation with limited facilities, to 5 star accommodation which is likely to have a full range of facilities of the highest standards. There is no uniform and consistent method of star ratings and as such they can vary significantly by country, and often within countries. Also, not all countries have rating systems. As an agent we take the average rating of all the sources we have for the property.  If we are provided an official rating we will endeavor to include that within the accommodation description.

17.11 Self catering inventory deposits

In some self-catering properties you will be required to leave an inventory deposit when you arrive, which will be returned to you at the end of your stay, less the cost of any losses or damage incurred.

17.12 Overseas accommodation

Overseas accommodation is usually subject to a tourist tax which will be payable locally. Check in / check out times vary by property but as a rule, please use this guide:

  • Check in: 2pm
  • Check out: 11am

Rooms may be kept on later, to be agreed with the property direct, for an extra charge.

17.13 Website accuracy

We take reasonable care to ensure that the information published about each hotel, villa, or apartment is accurate. Facilities and amenities in accommodation may be temporarily unavailable for operational reasons. Where this happens we will do our best to advise you as soon as possible. We cannot accept liability for errors or omissions in the descriptions.

18 Attraction tickets

In general UR TRAVELS trades either as an agent for the provider or the consumer as detailed in our Agency and General Terms.  Exceptionally, in respect of some attraction tickets only UR TRAVELS trades as a reseller for the attraction provider.

However, regardless of whether UR TRAVELS is trading as an agent or reseller we must stress that we do not own, control or have any influence over any of the Attractions featured on our website. We must further stress that we do not at any point make any enquiries with the providers of the Attractions about the quality or safety of the Attraction. We rely entirely upon the material supplied to us by the providers of the Attractions and we do not check that material. It is up to you to make your own enquiries about the quality and / or safety of the Attractions. We do not have, and we do not accept, any legal liability of any sort to you for anything which might go wrong with any Attraction which you booked through us.

In the event of any mishap, incident or other event prompting a claim relating to an attraction that claim should be directed directly to the provider of the Attraction and not UR TRAVELS  whose contractual liabilities are in all cases limited to those of a booking agent responsible only for accurately relaying the booking requests as submitted by you.

18.1 Prices

The price advised to you at the time of booking is the final price, once the booking is confirmed, and will not be affected by price increases imposed by our Travel Providers or caused by currency fluctuations. There is an exception in the case of excursions, please see below.
18.2  Tickets

On receipt of full payment we will issue a confirmation of booking. Tickets will be sent by Royal Mail Recorded Delivery within 7-10 working days of a booking. We do not charge for this method of delivery. You will receive the actual tickets and not vouchers (except for Discovery Cove and excursions where vouchers are supplied). It is your responsibility to take care of any tickets issued as these may not be able to be replaced. UR TRAVELS Ltd. accepts no responsibility for, and is not liable for, any loss or damage which may be caused by late delivery, provided that UR TRAVELS Ltd. can demonstrate that date of postage was not the decisive factor.

18.3 Accuracy of website and prices

Every reasonable effort has been made to ensure that descriptions and prices are accurate at the time of publishing. All statements made by us are in the honest belief that those facts and opinions given are correct. However, subsequent changes, which are beyond our control, may occur. You must, therefore, ensure you check all details of your chosen Theme Park, Attraction, Show, Entertainment, Restaurant, Sporting Event or Tour at the time of booking. Any material changes will be advised to customers as soon as they become known to us. Please note all duration times given are approximate.

We have no control over the Theme Parks / Attractions / Entertainments / Shows / Restaurants / Sporting Events / Tours and all details and descriptions in relation thereto are for guidance only. We accept no liability for any inaccuracy in the information pertaining to the above activities contained on our websites, such information may be altered at any time without prior notice and we also reserve the right to alter, amend or cancel any of the arrangements for the activities detailed above as shown on our websites.