Please read our booking conditions carefully, as well as referring to the Information for Travellers pages.
Booking procedure – How to make a booking
When you initially contact us with your enquiry, we will discuss your requirements with you by phone or e-mail. This will include the number of people in your group, time and duration of your journey, places you wish to visit, international and internal flight arrangements, standard of accommodation, meals, services of local guides, any other special requests. We will then prepare a quotation.
Once the price is agreed, we will ask for a deposit of £150.00 per person and ask you complete our booking form. At this point your booking will become firm and a contract will be entered into. We will send you a confirmation invoice and the visa application information.
Final payment is due 6 weeks prior to departure. 3-4 weeks prior to departure, we will send you pre-tour information, final itinerary and internal flight and hotel confirmations.
(General note: when we take reservations for individual travellers, there is usually a shorter lead time, the above time scale may be considerably reduced. We have a good record of making arrangements in a relatively short time. We can accept bookings in UK sterling, US dollars or Euros)
To obtain visa support from our agent in China, we will ask you for the following information: the full names of all the people travelling, their date of birth, nationality, passport number and profession.
Your Financial Security
Benmo Ltd is a member of the Travel Trust Association. This is a trade body set up in 1993 to enable its membership to provide 100% security to their clients and to comply with relevant EU regulations. All members are bound by the TTA’s Code of Conduct.
For more information visit www.traveltrust.co.uk
Benmo Ltd also has an ATOL licence T7290, therefore if you buy flights or a flight inclusive package from us, you will be financially protected by the ATOL Scheme. 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. Please also see www.atol.org.uk/ATOLCertificate
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 area 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).
We will provide you with a detailed itinerary including the times and places of any intermediate stops en route to your destination, details of transport connections, your class of reservation (seat, cabin, compartment, berth etc) and numbers (where known). Prior to departure you will also be given the name, address and contact details of our local agents and emergency contact numbers, both in China and the UK.
What your tour price includes
As all our arrangements are bespoke, we discuss with you what services, meal plan, excursions etc you wish to include and then this is itemised when we confirm your itinerary to you.
It is essential that you take out a comprehensive travel and cancellation insurance before you travel and provide details of this to us.
For your convenience please visit www.holidayextras.co.uk/insurance for travel insurance provided by the Holiday Extras Ltd.
Revisions to the Agreed Price
When we have agreed the price of your arrangements, in the majority of cases, we do not need to make any changes, as our arrangements are tailor-made and are generally finalised and priced quite close to the date of departure. However in exceptional cases or where arrangements have been finalised more than 30 days before your departure, we may need to advise you of price revisions as a result of the following:-
Increases to transportation costs including cost of fuel
Increases to government dues taxes fees either in UK EU or China
Changes in exchange rates as between the Sterling, Euro, US Dollar and the Chinese Renminbi Yuan.
The revised price will only be calculated on the relevant portion of the arrangements.
We guarantee that no price changes will be made in the following circumstances:
Within 30 days of departure
In respect of variations which would produce an increase of less than 2% and in all cases the non-eligible variations shall be left out of account in the variation
Material Alterations to your Itinerary
If we are required to make any alterations to your itinerary :
- for any reason prior to the date on which balance of the price becomes due
- for reasons of Force Majeure at any time prior to departure
We will inform you in writing without delay, we will offer you an alternative which you may accept or you may cancel and receive a full refund of monies paid which will be sent within 14 clear days.
If changes to the itinerary are made (apart from reasons of force majeure) after full payment has been received, we will offer reasonable compensation.
If you change your booking
If after your confirmation invoice has been issued you wish to make any changes to your booking, please let us know and we will do our best to make the requested changes. If this is possible, we will make an amendment charge of £30.00. If there are specific additional costs incurred by our suppliers, eg a change of flight or hotel reservation, we will be obliged to pass these on in addition to the cancellation fee.
If you cancel your booking
You may cancel your booking at any time. Please notify us in writing and the date of notification will be effective from the date it is received in our offices. The following scale of cancellation charges will apply to cover the costs we have incurred:
|Up to 60 days
60-30 days prior to departure
30-15 days prior to departure
15-8 days prior to departure
7 days or less
|£150.00 (deposit only)
30% of total tour cost
50% of total tour cost
75% of total tour cost
100% of total tour cost
Important note – if the reason for your cancellation is covered by your insurance, you may be able to recover these charges under the terms of your policy.
Furthermore – please note that if the cancellation means that the number of people in your party changes, we may have to recalculate the price.
Visas & Passports
All UK, EU & US passport holders visiting China require a visa. You must hold a valid EU/UK passport with at least 6 months validity from the end of your proposed visit to China. We can assist in arranging your visa if you are based in the UK. As visa procedures and costs can and do change, we will provide detailed instructions when your booking is confirmed and it is time to apply for the visa. However the procedure is broadly as follows:-
We will send you a visa application form or ask you to download the correct form from the Chinese Visa web-site.
For small parties of less than 5 or if you are part of a larger group but arriving separately in China, individual visas are obtained and we will require your passports for a few days together with the completed application forms and photo. We also need to present flight confirmations and hotel accommodation confirmation.
The Chinese Embassy has recently opened a separate China Visa Application Service Centre in Holborn, where we will attend to obtain your visa. This has streamlined the application procedure to a certain extent and the cost of the CVASC administration fee and the visa fee will be added to your invoice. ‘For further information please visit the Visa Centre website at www.visaforchina.org
If you live overseas, it is easier to attend your nearest Chinese consular or visa administration office to obtain your visa, in which case we will provide the necessary information to help you obtain your visa.
For parties of 5 or more, we usually obtain a group visa, which is held by the tour leader. All information will be sent out with your confirmation invoice or at least 8 weeks prior to departure.
In exceptional cases, the Chinese Visa authorities may refuse to grant a visa, in which case, a full refund will be given.
It is your responsibility to ensure you have all the correct documentation with you when you travel.
We recommend you to consult your GP or local travel clinic for up-to-date information on health requirements. Visit www.masta-travel-health.com for information about travel clinics in your area or for an online health brief. MASTA stands for Medical Advisory Service for Travellers Abroad. The Foreign Office website is also useful www.fco.gov.uk/travel-and-living-abroad.
If you have asked us to make arrangements for a certain party size and then one of your party has to cancel, we may be obliged to re-calculate the tour cost.
Group arrangements are subject to a minimum of 15 full fare paying passengers. If the required number is not reached, we will write to you and offer an alternative programme.
Complaints and Correspondence
If there is an aspect of your travel arrangements about which you are unhappy, we hope that in the majority of cases, these may be resolved in situ to everyone’s satisfaction. If they are not satisfactorily resolved, please bring this to our attention in writing as soon as possible after your return. We will acknowledge receipt within 14 days. Within 28 days we will answer your letter fully or explain why we are unable to answer fully at this stage. In any event we will give a final answer no later that 56 days from receipt of your first letter.
Conciliation and Arbitration
In the event that we have been unable to agree on the outcome of your comments and complaint, the matter may be referred to the Travel Trust Association for their help and impartial guidance and if considered necessary the matter may be referred for arbitration under the Travel Industry Arbitration Service’s special scheme:
The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability of you – the client – in terms of costs.
The scheme does not apply to claims for an amount greater than £2500 per person or £10,000.00 per booking form or to claims which are solely or mainly in respect of physical injury or illness or the consequences of such injury or illness
Details of the scheme are available on request
If you – the client – indicate that you wish to refer an unresolved matter to arbitration, we will reply to the TTA within 21 days enclosing the necessary payment and documents and will comply with the terms of the Arbitration Scheme.