Your contractual agreement is with Old Havana Ltd., trading as San Cristobal UK
which is an independent Tour Operator, registered as a limited company in England
and Wales; number: 4704300 at Palladium House, 1 - 4 Argyll Street, London W1F 7LD
and will only accept bookings subject to the following conditions,
Old Havana Ltd; will make every reasonable effort to supply the services requested.
However, it is must be emphasized such services carry a possibility that accommodation,
transport schedules etc., may be subject to changes beyond our control and can arise
at short notice and accordingly, it is a condition of any booking with us that this
When you make a booking you guarantee that you are over 18 years and have the authority
to accept these terms and conditions, including on behalf of your party. Try to
check the documentation carefully to confirm that it is materially the same as you
This contract is made on the terms of these conditions which are governed by English
Law and the jurisdiction of the English Courts.
Booking Terms and Conditions
ATOL - Your Financial Protection
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
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.
Secure your Booking
Prior to making the reservation, a standard deposit of £250 per person is required.
However, when making an "accommodation only" booking, 50% of the total amount will
Any additional deposit paid by you is subject to the same cancellation conditions
as the standard deposit.
In the case where the airline policy states that tickets have to be issued within
72 hours or 14 days of reservations being made, we reserve the right to request
an increase in the amount of the deposit payable. You will be informed of this at
the time of the enquiry. Once tickets have been issued the airline policy is that
they are non-refundable.
Clients making a booking by telephone or email will be considered to have read the
Old Havana Ltd., reserves the right to refuse any booking at their discretion, without
providing a reason.
Payment for Services
Your deposit will be held towards the full cost of the service. The balance must
be received by us no later than 10 weeks prior to the departure date. In the case
of holidays booked less than 10 weeks before departure the full cost must be received
by us within 7 days of sending the written confirmation invoice.
In the case of non-payment of the outstanding balance by the due date, we reserve
the right to cancel your booking and retain the deposit to cover the costs we will have incurred.
Payments can be made by debit card, credit card, cheque or bank transfer.
If payment is made by credit or debit card, Barclaycard retain the funds for 30 days and as we incur
additional costs charged to us by them, a 4% surcharge equating to same will be passed on to you.
Payment is in UK "sterling" pounds unless otherwise stated, you will. charged in the currency of your card.
If your booking is made via our website, unless otherwise agreed, your card will not be
debited until all services have been confirmed. Your card statement will show that
money was paid to San Cristobal UK.
We do not store credit card details nor do we share customer details with any 3rd parties.
Price for Services
The cost of services may be subject to surcharges on items such as: governmental
action, currency fluctuation, aircraft fuel cost increases, airport taxes and changes
in scheduled airfares.
If you change the booking
If you wish to change your travel arrangements in any way after our confirmation
invoice has been issued, for example, the departure date or accommodation, we will
attempt to make these changes but it may not be possible. Any request must be confirmed
in writing from the person who made the booking, whom will be required to pay an
administration fee of £30.00, plus any additional cost we incur in making this change.
Please note: Specific travel arrangements, for example our contracted air
fares may not be changeable after a reservation has been made. Any such changes
could incur a cancellation charge of up to 100% of that component of the reservation.
We will not be held liable or pay any compensation where the performance of our
contractual agreement is prohibited by Force Majeure. Force Majeure is when, an
event which we or our agents cannot foresee or avoid. Such situations may include
war, civil strike, industrial dispute, terrorist activity, natural or nuclear disaster,
fire, adverse weather conditions and technical problems with transport.
If you cancel the Booking
You or any other member of your party may cancel the arrangements at any time, only if written confirmation from the person who made the reservation is received by us.
As we will incur costs in cancelling the arrangements, a cancellation charge will be applicable to be paid by you as set out below. The charge will be calculated according to the date when we receive a written confirmation of the cancellation. The charges are based upon a part of the total cost of the holiday, as per our invoice excluding non-refundable air tickets already issued, air taxes and visas, as follows:
No. of Days Before Departure
More than 56 days
Between 56 and 42 days
Between 41 and 28 days
Between 27 and 15 days
Less than 14 days
If the cause for your cancellation is covered under the terms of your insurance policy, you should be able to recover these charges.
If we change or cancel our services
It is unlikely that we will have to make any changes to your booked arrangements.
However, we do reserve the right at any time to make these changes which may include
flights, accommodation, transport or services. These changes are usually insignificant
(e.g. a flight time change of less than 12 hours, change of accommodation etc),
but if not, we will advise you as soon as possible before your departure.
We also reserve the right in any situation to cancel some arrangements. For example,
if the minimum number of customers required for a particular travel arrangement
is not reached. Though, we will endeavor to inform you of any changes in advance
to your departure date, except for reasons of force majeure or failure by you to
pay the balance. If we are unable to provide you with the agreed package, you can
either have a refund of all monies paid or accept an offer of alternative travel
arrangements of similar standard from us; if available. We will reimburse any price
difference if the alternative is of a lower value.
We are under no obligation to offer any compensation through issues which are out
of our control.
Passports and Visas
Passport, Visa and any other immigration requirements are your responsibility and
you should confirm these with the relevant embassies and/or consulates. All passports
should be valid for at least six months after the date of your return. We will provide
assistance and advice in acquiring visas and permission to enter countries to the
best of our knowledge but we cannot in any situation be held liable if you or members
of your party are not granted a visa or are declined entry into any country. We
will not accept any responsibility or reimburse any money in cases where you are
unable to travel because of an invalid or misplaced visa or passport.
If you have a problem whilst you are abroad, please notify our local representative
immediately who will endeavor to rectify same. If your complaint is not resolved
locally, please follow this up within 14 days of completion of our services, by
writing to us. Please keep your letter brief and to the point, as this will assist
us to identify your concerns and speed up our reply to you. If you do not follow
this procedure, we will unable to look into and resolve your complaint, which may
affect your rights under this contract.
It is now compulsory to carry adequate travel and medical insurance as soon as you
have confirmed the booking to Cuba. We do not sell such insurance.
If the services are not properly carried out by us or our suppliers, excluding Airlines,
such that this has affected your enjoyment we will pay you suitable compensation.
However, we will not be liable where any failure in the performance of the contract
is due to: you a member of your party; or a third party unrelated with the provision
of the travel arrangements and where the failure is unforeseeable or unavoidable;
or due to unusual situations beyond our control, the consequences of which could
not have been avoided even if all due care had been exercised; or an event which
we or our suppliers, even with all due care, could not foresee or forestall.
Our liability shall be limited to a maximum of the cost of your travel arrangements.
Under EU law you may have rights in some circumstances to refunds and/or compensation
from your airline in cases of denied boarding, cancellation or delay to flights.
Please note that in cases of delays any compensation depends entirely up to the
airline. Also reimbursement in such cases is the responsibility of the airline and
will not automatically entitle you to a refund of your holiday cost from us.
If your airline does not comply with these rules you should complain to the Air
Transport Users' Council on +44 (0) 20 7240 6061 www.auc.org.uk
Bedding arrangements (twin beds, double beds and the like) are requested to Hotels
on your behalf, but can only be guaranteed by the Hotels themselves at the time
of check in, depending on availability. We will not be liable if Hotels are unable
to provide the specific arrangements requested
When booking budget Hotels, we recommend that you check dedicated websites for reports
on standard of services and location to ensure satisfaction with your choice. Budget
Hotels are generally very basic and we will only book them for you if you ask for
such. We, therefore, do not accept any liability for complaints regarding location
or quality of their services as we were following your request.