Agency Booking Conditions
Picniq Limited Agency Booking Conditions
Please Note: We act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any arrangements or other services you purchase in respect of your chosen attraction or event (“Attraction”), Package holiday (which may include an Attraction), or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any arrangements. For all bookings, your contract will be with the supplier of the Attraction in question (the “Supplier/Principal”).
All references to ‘Packages’ on our website, marketing material, confirmation documents or in these Agency Booking Conditions means Packages sold to UK customers as set out in the Package Travel and Linked Travel Arrangements 2018 (as amended) which are organised by third party Supplier/Principals, on whose behalf we act as an agent only. We will make it clear to you during the booking process, if you are booking a Package. We do not organise or sell Packages in our own name. Flight-inclusive Packages that UK customers book through us will be protected by the ATOL of the Supplier/Principal organising the Package.
Please read carefully as these Agency Booking Conditions set out our respective rights and obligations. By asking us to confirm your booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:
- has read these Agency Booking Conditions and agree to be bound by them;
- is over 18 years of age and resident in the United Kingdom, and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services; and
- accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
In these Agency Booking Conditions “you” and “your” means all persons included in the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Picniq Limited.
Making your purchase
Bookings are made through our website and secure payment is taken at the time of booking.
When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. tour operator/airline/cruise company/accommodation company) of the Attraction or Package, as specified on your confirmation invoice.As agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the services provided by them.
Your booking via us is subject to these Agency Booking Conditions and the specific booking conditions of the relevant Supplier/Principal you contract with and we advise you to read both carefully prior to booking. The Supplier/Principal’s booking conditions may limit and/or exclude the Supplier/Principal’s liability to you. Please ask us for copies of these booking conditions if you do not have them.
We are entitled, on behalf of the Supplier/Principal, to refuse any booking placed by you.
Full payment is required at the time of booking in accordance with the Supplier/Principal’s booking conditions. Attempted bookings made without payment, or where payment fails, will be cancelled and you will NOT receive a confirmation booking email.
Except where the Supplier/Principal tells you or their booking conditions state otherwise, all monies you pay to us for Attractions and Packages will be held by us as agent on behalf of the Supplier/Principal and forwarded on to the Supplier/Principal in accordance with our agreement with the Supplier/Principal.
Errors do sometimes occur. We therefore reserve the right to amend advertised prices at any time and reserve the right to correct errors in both advertised and confirmed prices. Please check the price of your confirmed ticket(s) at the time of booking.
Subject to the availability and receipt of payment, you will receive an email to the email address given at the time of booking, confirming your payment.
Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation of your booking and/or an ATOL Certificate (where you book a flight or a flight-inclusive Package) on their behalf and/or issue you with a ticket for an Attraction (“Ticket”).
The booking information that you provide to us will be passed on to the Supplier/Principal, therefore please check that all names, dates and timings are correct on the booking confirmation, the Ticket (where applicable) and any other document and advise us of any errors immediately.
If you do not receive a booking confirmation within 3 hours of payment, please contact us immediately. We do not take any responsibility should an email address be entered incorrectly at the time of booking. If incorrect email address details have been provided at the time of booking, we reserve the right to make a charge of £10 per person per amendment to amend this and resend the booking confirmation on behalf of the Supplier/Principal.
The booking information that you provide to us will be passed on only to the relevant Supplier/Principal of your Attraction or Package or other persons necessary for the provision of your Attraction or Package.
You will need to print your booking confirmation and your Ticket (where applicable) and take it with you to the Attraction as you will need to present this upon arrival to gain access.
If you have any special requests (for example dietary requirements), please let us know at the time of the booking. We will pass on all such requests to the Supplier/Principal, but we can’t guarantee that they will be met and we will have no liability to you if they are not. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Supplier/Principal is not confirmation that the request will be met.
Many Supplier/Principals require you to take out travel insurance as a condition of booking with them, in particular where you have booked a Package. 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. Please check the Supplier/Principal’s booking conditions for further information.
We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the Attraction or Package that you wish to book before you make your booking.
Changes and Cancellations by you
Please note: some of our Supplier/Principals do not allow changes and therefore some bookings are non-refundable and 100% cancellation fees shall apply from the point of booking. Please see the Supplier/Principal booking conditions or contact us directly for full information on the cancellation charges applicable to your booking.
Notwithstanding the note above, if you wish to make a change or cancel a booking then please let us know in writing. The amendment or cancellation request will take effect from the time we receive it. We will try to assist but we cannot guarantee that the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the booking conditions of the Supplier/Principal of the Attraction or Package. Please ensure that you have received written confirmation of any changes to your booking prior to travel. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which, as stated above, may be as much as 100% of the cost of the booking and will normally increase closer to the date of the visit to the Attraction or departure date for Packages).
In addition, we reserve the right to charge an administration fee of 10% of the value of the booking per person (reduced to £10 per person for bookings under £100) for any changes to bookings; cancellations and/or any refunds made by you.
We will notify you of the exact charges at the time of the change or cancellation.
Alterations and short notice cancellations by the Supplier/Principal
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your booking or to cancel it.
Should the Attraction be fully closed for any reason, the Supplier/Principals’ terms and conditions will apply and they may arrange a full refund of the cost of your Ticket or you may be given the chance to change the date of your visit. In this instance, we reserve the right to charge an administration/processing fee of 10% of the booking value per person (reduced to £10 per person for bookings under £100).
We will liaise between you and the Supplier/Principal in relation to any alternative dates offered by the Supplier/Principal for any booking but we will have no liability to you. In no circumstances will Picniq be held responsible for any expenses/loss of monies resulting from any closure, postponement, cancellation, delay or similar.
In event that a date change or Ticket extension is offered and you do not wish to accept it, they may be the opportunity to cancel your Ticket (subject to the Supplier/Principal’s own booking conditions). In this instance, an administration fee of 10% of the value of the booking per person (reduced to £10 per person for bookings under £100) will apply for any cancellations or partial refunds.
Injuries & Loss of Possessions
As your contract is with the Supplier/Principal and Picniq acts as agent only, Picniq accepts no responsibility should you or a member of your party suffer injury or loss of possessions (through theft or accidentally) whilst visiting an Attraction using tickets purchased thorough the Picniq Ticket Portal or whilst on your or Package holiday.
If you or any member of your party has any medical problem or disability which may affect your trip, please provide us with full details before we confirm your booking and we will pass them on to the Supplier/Principal.
Acting reasonably, if the Supplier/Principal is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking on the Supplier/Principal’s behalf or, if you did not give us full details at the time of booking, we will inform the Supplier/Principal who may cancel it and impose applicable cancellation charges, when we become aware of these details.
Should you have a problem or complaint about the ticketing or booking service we provide, you must raise this at the time with Picniq, via email ‐ email@example.com. This will enable most complaints to be handled in the shortest time possible. Picniq are unable to respond to complaints about the Attraction, Package arrangements or connected services or the Supplier/Principal.
Should you have any queries or concerns about the Attraction or Package, the Supplier/Principal and/or their services, this should be addressed to the Supplier/Principal. If you have a problem with the Attraction or Package, the Supplier/Principal and/or their services whilst you are at the Attraction or during your Package holiday, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to rectify your complaint and the amount of compensation you may be entitled to may therefore be excluded or extinguished as a result.
If you wish to complain when you return home, contact the Supplier/Principal, you will see their name and contact details in the confirmation we send you.
If you remain unsatisfied, you can inform us, via firstname.lastname@example.org as soon as possible and, in any event, within 28 days of the date of your visit to the Attraction or return from your Package holiday whereby we will endeavour to assist in our capacity as an agent by liaising with the Supplier/Principal on your behalf.
We are a Member of ABTA, membership number P7390. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes 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.
Website / advertising material accuracy
All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question and are intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Attraction, Package or any other services please contact us.
Our Liability to you
Our only contractual obligation to you is to take your booking in accordance with your instructions and provide you with a confirmation email and/or Ticket to enable you to gain entry/access to the Attraction or Package holiday in question. Your contract is with the Supplier/Principal and the Supplier/Principal’s booking conditions apply. As agent, we accept no responsibility for the actual provision of the travel arrangements, the Attraction, the Package or the Ticket. Our responsibilities are limited to making the booking in accordance with your instructions.
We accept no responsibility for any information about the Attraction or Package that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Supplier/Principal’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Supplier/Principal reserves the right to terminate your booking immediately with no further liability to you and remove you from the Attraction or Package. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the Supplier/Principal prior to departure from the Attraction or Package. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.
Packages: Where you make a Package holiday booking, your booking may be financially protected. As agent, Picniq does not financially protect Packages. Packages are financially protected by the Package organiser (which will be the Supplier/Principal) and we will provide you with the confirmation on behalf of the Supplier/Principal. If you are a UK customer and you buy an ATOL protected flight or flight-inclusive Package 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.
Attractions: Where you book an Attraction or receive a Ticket which is not part of a Package, your booking may be financially protected. Please see our Financial Protection section for Attraction only bookings, here, or contact us directly for more information.
Law and Jurisdiction
These Agency Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).