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We are Limitless Travel Ltd (hereafter referred to as Limitless Travel) and these Terms and Conditions set out what you are legally entitled to expect from us when you purchase services through us.
Limitless Travel is a unique company in that we offer care and support services to individuals who wish to go on holiday. When purchasing a product or service you are purchasing a service designed to support your needs, or the needs of those you are booking for, and the terms and conditions of this are set out herein.
By making a booking with us, you are accepting these terms and conditions that apply to your booking and your arrangements. You also consent to our processing of personal information about you and other members of your party. Your contract with us is subject to the laws and jurisdiction of England and Wales.
A contract will exist between us once you have made your booking, made your first and we have issued you with our confirmation. Our contract with you is also subject to any suppliers’ terms and conditions of which you agree will be deemed incorporated in our contract. You should read these terms and conditions carefully. You should note in particular the content of 'our liability to you', which contains certain limitations and exclusions. If any part of Our Terms is found to be invalid or unenforceable, then the remainder of them will not be affected and will remain valid and enforceable.
When you make a booking, you guarantee that as the lead name, you have the authority to accept and do accept, on behalf of your party, the terms of these booking conditions and those of any suppliers. It is your responsibility to ensure that all of the details on your documents are correct and to bring to our attention any errors or discrepancies immediately. A contract will exist as soon as we issue your booking confirmation. When making a booking with Limitless Travel, it is your responsibility to provide as much information as possible regarding any assistance that you might need throughout the time you are being supported by us and when you travel with us. Please note that for bookings involving flights, passengers who cannot make their way to an emergency exit unaccompanied must not travel alone. It is your responsibility to ensure that you have someone to travel with who is capable of assisting you to an emergency exit on an aircraft.
After booking, we advise all guests to seek advice on recommended vaccinations and precautions from a health professional (either a GP, a practice nurse, a pharmacist or a travel health clinic) at least eight weeks prior to departure to ensure that they are fit for travel. Further travel health advice can be found on https://travelhealthpro.org.uk/countries and www.fitfortravel.scot.nhs.uk.
By booking with Limitless Travel, you agree for Limitless Travel to use photos taken on your tour for use in marketing and PR purposes unless otherwise discussed. If you do not wish for your photos to be used for these purposes, please advise Limitless Travel upon booking.
Care & Support Element Of Your Booking
When you purchase a service with Limitless Travel, the primary element of the service provided is constituted as our “care & support” services. This service begins from the moment your booking is confirmed and the first payment has been received.
Please note, all payments made to Limitless Travel and received by us are NON-REFUNDABLE as the service for these (aside from any travel element of your booking) will be fulfilled either before payment, at the time of payment, or immediately after payment. It is important you are aware of this before making any bookings. This will be confirmed with you as part of the Terms & Conditions read out at the booking stage. By verbally agreeing to these you will enter into a contract as bound by these full terms and conditions.
Limitless Travel is a unique provider of both care and travel services, elements of which are delivered by us at different stages in line with the payment plan agreed. All payments made are to cover the delivery of some or all of the following services - your care plan, your pre-holiday care support, your care consultation, your equipment audit, your home care review, ancillary support services, accommodation and transport. Additional services may be provided by Limitless Travel and these will be confirmed with you at the time of booking.
We strongly advise that guests take out adequate insurance with an independent provider for all bookings & services with Limitless Travel. If a guest cancels for any reason, including for health reasons, the above terms will apply, therefore all guests would be advised to contact their insurance provider in the first instance to ensure they are covered for any financial losses.
In cases where you are denied insurance and subsequently have to cancel due to ill health, Limitless Travel may consider exceptions to this policy. Proof of denied insurance and a doctors note evidencing the inability to travel would be a minimum requirement to consider any exception to this policy.
Payment Options
At Limitless Travel we offer payment options to suit our guests needs. Payment options available to you will be explained by our team at the time of booking and will be dependent on the level of care, support and assistance you require from Limitless Travel ahead of any planned travel arrangements. This will also depend on when your booking occurs and when you are in a position to confirm your chosen travel arrangements following our care consultation and support process.
The payments will be set up in plan which ensures your final payment covers the cost of your holiday (accommodation / cruise cabin) as this will be the time payment is required to suppliers.
Example payment options are:
10% payment at time of booking
The remaining 90% is then split into equal payments per month, the last of which is taken up to 90 days prior to your departure (UK/short haul departures) or up to 120 days prior to departure (long haul and cruise departures).
25% payment at time of booking
The remaining 75% balance is then split into 3 equal payments, the last of which is taken up to 90 days prior to the tour departure (UK/short haul departures) or 120 days prior to departure (long haul and cruise departures).
40% payment at time of booking
The remaining 60% of the balance is then taken at a subsequent date up to 90 days prior to the tour departure (UK/short haul departures) or 120 days prior to departure (long haul and cruise departures).
Processing of Payments
After you have made your initial payment, we will automatically process the remaining payments on the date(s) specified in your invoice. Any balance owing for your travel elements must be paid to us no later than 30 days before your date of departure. If we do not receive the balance by this time, then we will treat the booking as cancelled by you.
We will take all payments automatically from the same credit/debit card used to pay the initial payment. If you need to arrange for the remaining payments to be collected from a different card, please notify us at support@limitlesstravel.org at least five working days before the due date to avoid payment being collected from the original card.
If we do not receive payment or there is an issue with collecting payment, you will receive an email or letter of notification, and have up to 10 working days for the balance to be settled, after which time we will consider your holiday cancelled and place(s) forfeit. In the event of cancellation after this payment is taken, please see the ‘Cancellations by You’ section below. Late payments which are processed 1-10 days after the balance due date will be subject to a late payment charge of £50 per transaction.
If the initial payment quoted is less than 10% (for example, promotional reductions such as £1 deposits), we will require payment of the remaining amount one month after the initial payment is made. In certain circumstances (depending on the nature of the booking) we will require a non-refundable deposit in excess of the usual 20%. On occasions, our suppliers require additional amounts up to full payment in advance (for example for Christmas bookings and where we are required to provide support over holiday periods). On these occasions we will require additional payment in advance.
On-Hold Bookings
In certain circumstances, for example when a tour is close to departing, you may request further availability with Limitless Travel for a room or tour. In these cases, you will be asked to provide a holder deposit to ensure that the operations team can confirm availability. Holder deposits are fully refundable should our suppliers not have availability following your request.
Once an on-hold booking has been confirmed with our suppliers, the salesperson responsible for your booking will email you to confirm your place on the tour. Following this confirmation, any outstanding balances due will be processed automatically from the card used to make your booking.
The prices quoted in our brochures, on our website or in our publicity and promotions are correct at the time of publication. In the event of any change in our prices to those stated we will notify you prior to accepting your booking. All of our prices are quoted in GBP £ Sterling.
(a) Holiday arrangements
We reserve the right to pass on any charges levied on us from time to time by our suppliers in respect of any other holiday arrangements made by us on your behalf:
Return transportation costs including luggage allowance as confirmed
Overseas transfers/transportation
Accommodation, meals
The services of a representative, tour guide or an appointed local agent, including a 24-hour emergency contact (except cruises)
All UK departure taxes, fees and passenger charges
Any applicable overseas port charges
Child discounts
Our holiday price does not normally include:
Visa fees, overseas airport departure charges payable locally, porterage, personal expenditure, hotel extras, fuel and extras for car hire
Taxes or compulsory charges introduced by Governments, regulatory bodies or airlines after you have booked
Security charges introduced or increased after you have booked relating to transportation costs
Holiday insurance
Flights
The price payable by you for your holiday and what this price includes will be confirmed to you by us at the time of booking and set out in our booking confirmation.
(b) Group bookings and discounts
Some bookings or prices are dependent on the number of participants or occupants and if this applies to your holiday arrangements you will be notified by us at the time of booking. We reserve the right to make further charges where numbers fall below those required to qualify for the discount offered or price otherwise appropriate. We also reserve the right to cancel such a booking in the event that numbers fall below the required number at any time up to 30 days prior to your due date of departure.
Most airlines request that travellers book their flights directly when booking assistance, therefore this is not a service that Limitless Travel provides, and your holiday arrangements and price will not include flight costs. We recommend that travellers organise their own flights and make us aware of these details at least one month prior to departure so that we can organise transfers between the arrival airport and our resorts.
When booking flights, travellers should ask for assistance if required, and ensure that they confirm whether they will need electric wheelchair assistance and hold space, hold space for a manual wheelchair, or for any other equipment. They should ask to include extra luggage if required, in relation to the amount of hand luggage their airline offers as standard. Many airlines have restrictions on the size of wheelchairs that they can accommodate, so it is the traveller’s responsibility to check this prior to booking with Limitless Travel. Most airlines request that special assistance is requested no less than 48 hours in advance of flying, but we advise to make special assistance arrangements as soon as possible.
Limitless Travel will advise clients of our recommended team flight 3 months prior to the holiday unless otherwise confirmed – this will be the flight that our carers will be travelling on to provide extra assistance. Please note that flight cost, seats, luggage and equipment hold space is all subject to availability at the time travellers book. We check the availability to ensure that there is availability for bookings at least 3 months prior to departure. We advise that travellers book as soon as possible once these details are provided to ensure availability. If travellers require any additional support in booking, or requesting assistance with airline providers, they should contact Limitless as soon as possible. It is imperative that travellers make Limitless Travel aware as soon as they have booked their seats and assistance and advise on their seat number(s).
It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements.
Travel insurance is a vital part of your arrangements. Limitless Travel do not currently offer our own insurance policy for travellers, so we strongly recommend that you have taken out adequate insurance which covers you from the point of your booking and for the duration of your journey with an external insurance provider.
Financial Protection:
We provide financial protection when you buy a package holiday through Limitless Travel. We are a Member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct.
In the case of any alternative travel arrangements (such as accommodation only) this protection does not apply, nor does it apply to any care packages or equipment bought outside of the holiday package itself.
British Citizens should refer to the travel advice posted by the Foreign and Commonwealth Office at http://www.fco.gov.uk/ for all the countries you intend to visit. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged necessary vaccinations for your itinerary.
Many of the hotels used on Limitless Travel tours will only accept card payments, so it is imperative that all guests bring a valid payment card with them to cover any lunches/drinks not included in the Limitless Travel package on holiday. If guests arrive on tour with only cash, and their tour hotel is a cashless venue, it is the guest's responsibility to organise the provision of their card or alternative payment method.
We recommend that all guests have had at least their first COVID vaccine before coming onto our tours. However, if you are medically exempt, or do not wish to have the vaccine, this is not mandatory.
It is each guests' responsibility to ensure that they meet the vaccine or testing requirements of their holiday destination ahead of travel.
Inability to Travel:
If you are unwell in the run-up to your tour for any other reason you must contact us immediately if you are looking to cancel your holiday.
Please advise us on 0800 711 7232 or via our contact form at https://limitlesstravel.org/contact-us if this is the case.
If you are unable to travel due to illness, we will unfortunately need to cancel your booking and would recommend you contact your insurance provider for next steps. For more information on this, please see our 'Cancellations by You' section below.
All bookings with Limitless Travel are subject to a number of pre-departure care calls between the traveller and/or their care team and the Limitless Travel Care Co-ordinators to ensure guest safety throughout the holiday. When purchasing a servicing with Limitless Travel this covers a number of different care and support elements.
It is the guest’s responsibility to disclose full care requirements to our Head Office team on booking. If a guest fails to disclose their requirements, our care team may be unable to accommodate the care required, and in these circumstances Limitless Travel reserves the right to terminate the booking agreement with immediate effect. Limitless Travel will not be liable for any refunds or costs incurred in these circumstances.
As part of the care and support service, guests may be asked to provide our Care Co-ordinators with additional documentation (e.g. medical records or existing care plans). Failure to provide the team with these documents will impact our ability to make accurate care plans, deliver the correct care support and any future services will be terminated. In these cases, the booking would be subject to our standard cancellation terms and conditions. This is to ensure the safety of our staff as our care team will be unable to assist guests if we are not fully aware of their conditions. Limitless Travel also reserves the right to cancel any bookings where care calls are unable to be completed due to a lack of communication from guests.
For all Limitless Travel services, we offer the option to add additional care packages which will be tailored to your requirements at the point of booking. We have several care options available, which have been designed to ensure that each individual who books with Limitless Travel receives the appropriate pre-holiday support, and the highest quality care while on holiday with us.
We reserve the right to amend the care package assigned following qualification calls by our care managers prior to the tour going ahead. Any changes to your care needs must be advised prior to your tour, and any additional charges required for upgrading care packages will be the booker’s responsibility.
Full details on the care packages available can be found here: Care
At the point of booking, all guests are required to inform Limitless Travel of any condition, including any Disability or assistance required with medical equipment/supplies and care. It is the guest’s responsibility to ensure that their care and mobility information is correct at the point of departure so that Limitless Travel can safely attend to guest needs during their holiday.
In order to ensure the safety of all travellers, all guests will be scheduled for a care call at the point of booking where a qualified member of our Head Office care team will discuss each guest’s mobility requirements in detail. If the Limitless Travel team are unable to complete a care call with guests within one month of their booking being made, Limitless Travel and its suppliers can refuse to accept a booking or to allow the guest to embark on their holiday, and the booking will be cancelled in line with Limitless Travel’s standard Terms and Conditions.
If a guest’s circumstances change between the date of booking their holiday and the start of their trip, to the point that the guest will require further assistance, the guest is obliged to advise Limitless Travel as soon as possible to ensure there is time to make an informed decision on assessing their care package or holiday suitability. If this information is not provided to Limitless Travel within one month of departure, Limitless Travel reserves the right to cancel the guest’s booking in line with our standard Terms and Conditions, and we would recommend that the guest seeks reimbursement through their insurance provider.
All guests are entitled to bring one piece of mobility equipment on a Limitless Travel tour, and at the point of booking, all guests are required to inform Limitless Travel of any equipment they will be bringing on holiday. It is the guest’s responsibility to ensure that their mobility equipment information is correct at the point of departure so that Limitless Travel can safely attend to guest needs during their holiday.
If a guest needs to bring more than one piece of equipment, this must be advised at the point of sale to ensure that Limitless Travel can make suitable arrangements with suppliers around availability. If a guest brings undeclared mobility aids onto a Limitless Travel tour, Limitless Travel reserve the right to deny boarding and the holiday will be treated as cancelled in line with our standard terms and conditions.
If a guest’s circumstances change between the date of booking their holiday and the start of their trip to the point that the guest will require further assistance, the guest is obliged to advise Limitless Travel as soon as possible to ensure there is time to make an informed decision on whether any additional equipment can be brought on the chosen tour.
If there is a chance that a guest may require a piece of equipment due to potential changes then it is strongly advised this is declared at the time of booking. If a guest’s circumstances change and additional equipment is required which is declared at a later date this may prevent the guest from being able to travel.
For Cruise holidays any undeclared equipment, in particular undeclared mobility aids, will lead to a denial of boarding by the cruise provider which Limitless Travel bears no responsibility or liability for. If a guest brings undeclared equipment and mobility aids which lead to a denial of boarding by the cruise provider they will not be entitled to any compensation by Limitless Travel.
Limitless Travel's carer hours are from 7am - 11pm. Care includes washing, clothing, assistance with transferring, personal hygiene, and general assistance such as cutting up food, helping up kerbs, or the odd step. If you need care outside of these hours, or if your care needs involve assistance with anything else, you will need to bring a full-time assistant with you.
Medication Assistance:
Limitless Travel carers are trained to assist with the provision of prescribed medications which are not invasive in nature. Any guests who require this service from the Limitless Travel team (unless already booked onto another of our care packages) must book onto our Medication Administration package and provide Limitless Travel with full details of their medication at the point of their care call via the provided medication transfer form.
Before joining the tour, the Limitless Travel care team must have a full handover for all guests who require medication administration assistance. Any medication brought on tour must be clearly labelled in a dossette box, and prescription details must be brought alongside this. If these requirements are not met, Limitless Travel reserves the right to refuse medication assistance for the guest, and this may involve the guest not being able to embark the coach / flight for their own safety and wellbeing.
Any guests requiring more specialised medical assistance (e.g. assistance involving suppositories or injections such as insulin) will be responsible for organising a District Nurse to visit them on tour to assist with this. Any visits must be organised so as not to disrupt the itinerary of the tour, so any guests requiring this should advise Limitless Travel at the earliest opportunity to receive more exact excursion timings.
Limitless Travel are not responsible for the medication administration of guests on group support packages, as the care team can only provide support for guests who have booked a Limitless Travel care package prior to the holiday. For any guests who will be managing their own medication administration on tour, it is the guest's responsibility to bring a sufficient amount of medication for the full duration of the tour. Should a guest on a group support package arrive on tour with incorrect/insufficient medication, the guest will be responsible for sourcing adequate medication whilst on holiday. In these circumstances, Limitless Travel reserves the right to remove this guest from the tour, and will not be responsible for any additional costs involved in sourcing this medication on behalf of the guest.
Equipment:
Limitless Travel works with national equipment suppliers to order any equipment you need for your holiday. Limitless Travel is not responsible for any damages incurred using the equipment. Any equipment that is damaged due to a fault of the guest will need to be paid for directly to the equipment supplier by the guest.
Any issues with supplied equipment on tour (e.g. missing equipment, incorrect equipment) must be raised with the Limitless Travel representative in-resort as soon as possible to rectify the situation. The Limitless Travel Head Office team will then investigate any issues raised and resolve the issue as soon as possible during the holiday.
If any equipment requirements were not disclosed ahead of the tour, the guest is responsible for covering any additional costs incurred for same-day provision of alternative equipment from the equipment supplier, and these payments must be received before Limitless Travel can confirm any changes to our order.
The board basis of Limitless Travel holidays can vary, and this will be discussed with guests upon booking to clarify any additional funds which might be required for the holiday.
It is the guest's responsibility to ensure that they have enough money with them on tour to cover any sundry expenses outside of the included board basis.
Limitless Travel are not liable to transfer funds to guests to cover sundry expenses, and in cases where a guest does not have the ability to cover the costs required to continue on the tour, this may result in the termination of the holiday.
Baggage allowances and policies differ depending on the holiday. If you require specific information about baggage allowances, please contact us before you book.
All clients’ personal belongings are brought onto the holiday at the owner’s risk, and Limitless Travel’s liability is limited to taking reasonable care in the handling of such items by its tour team. In the interests of the health and safety of employees and agents, we ask clients to be thoughtful of the weight of their individual suitcases and it is possible that clients will be refused porterage facilities for suitcases which exceed a standard weight limit.
Should a guest’s luggage or equipment go missing during or post-tour, Limitless Travel will conduct an investigation into the cause of this issue. Following investigation, Limitless Travel will work with our suppliers to courier this back to the affected guest at the earliest opportunity. If personal belongings are missing due to the owner’s neglect, the guest will be responsible for recovering any costs incurred to return their belongings.
If we make a change to your booking, we will inform you as soon as reasonably possible if there is time before your departure. These may include (but are not limited to) the following changes: a change in accommodation to that of the same category, a change of UK departure point, a change of supplier, a change of excursion choices, or a change in the time of your departure or return by more than 5 hours. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us (we will refund any price difference if the alternative has a lower value), or cancelling your booked arrangements in line with our standard booking terms. In some exceptional cases, we may change your accommodation to that of a lower star rating. In these cases, we will contact you directly and offer compensation as appropriate.
We reserve the right to cancel departures if the number of clients wishing to travel is less than required for the tour to run. We will not normally cancel a holiday after payment of the balance becomes due (90 days before departure as standard) unless there has been an unforeseen change e.g. the FCO advising against all travel to a destination less than 90 days prior to departure. If for any reason it is found necessary to do so, we will offer the chance to transfer the holiday to an equivalent holiday at a later date at no extra charge, or to convert the value of your tour into travel credits for use against a future tour.
Limitless Travel reserve the right to reduce the standard 90 day cancellation terms to 14-30 days prior to the tour departing at their discretion and in exceptional circumstances. In these cases, all affected guests will be contacted via phone and email to advise of their options regarding alternative travel arrangements.
If you are already participating in a Limitless Travel tour, and voluntarily decide to leave the tour early due to reasons outside of our control, Limitless Travel will not be responsible for providing a refund or compensation for any costs incurred on your part.
If you wish to change or amend any part of your booking after you have received your booking confirmation, you must inform us as soon as possible. Whilst we will do our best to assist, we cannot guarantee that we will always be able to meet your requests.
Where we can meet the requests, all changes will be subject to payment of an administration fee of £50 per person per change, as well as any applicable rate changes or extra costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that any of these costs could increase the closer to your departure date that changes are made, and that you should contact us in the earliest instance to avoid an increase in charges.
Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable. If you are prevented from travelling, it may be possible to transfer your booking to another suitable person provided that written notice is given. An administration fee of £50 per person per change will be charged in these circumstances. is given. An administration fee of £50 per person per change will be charged in these circumstances.
If you are prevented from travelling, you may be able to transfer your place to someone else (introduced by you and satisfying all the conditions applicable to arrangements) provided:
a) you contact us as soon as possible and provide us with the name of the replacement passengers and who they will be replacing from the original booking. We can only transfer customers up to 30 days before departure, subject to availability;
b) you pay an amendment fee of £50 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and;
c) the transferee agrees to these Booking Conditions and all other terms of the contract between us.
If there are any payments outstanding for the applicable booking when the transfer is requested these must also be paid before the transfer can be made. You and the transferee remain jointly and severally liable for the payment of all sums. If you are unable to find a replacement, cancellation charges as set out herein will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Please note that replacement customers will be accepted subject to our assessment of a completed care questionnaire, and that if our Care Manager deems the replacement customer to require any mobility equipment and/or care packages above the original booking requirements, an additional charge will be incurred for these products and services. If the original customer paid for mobility equipment and/or care packages, it may not always be possible to refund the costs if no longer required by the replacement customer if these have already been booked by Limitless Travel.
Compensation will not apply if a significant change is made for reasons beyond our control. These include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, changes due to cancellation by a supplier; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar event.
In the event that any of the above situations occur and your trip cannot proceed as a result, then you will be issued with a travel credit for the full value of your trip to be used on a future date.
Please ensure that you have given your contact email address to Limitless Travel Ltd and that you regularly check for messages before you leave. Limitless Travel Ltd has no control over changes made by suppliers and accepts no liability for costs which may arise as a result of such changes.
We have taken all reasonable care to make sure that all the services that make up the arrangements made by Limitless Travel are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided. However, please be aware that overseas safety standards may be lower than in the UK. We will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual or unforeseeable circumstances 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, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
If any damage is caused to hotel or resort property whilst you are away on a Limitless Travel holiday, this must be rectified in line with the policy of your hotel/resort, and you will be responsible for the payment of any charges incurred prior to departure.
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotel) or your Limitless Travel representatives in resort immediately. Should they be unable to resolve the matter, please contact Limitless Travel Ltd in the UK, either via the person with whom you made your arrangements, or through . If you fail to contact Limitless Travel Ltd, we will not be permitted the opportunity to investigate your complaint and rectify any error whilst you are away, and this may affect your rights under this contract.
Should a customer wish to make a complaint regarding services provided by Limitless Travel, this must be notified in writing via our contact form https://limitlesstravel.org/contact-us. All complaints will be acknowledged within 3 working days of receipt, and Limitless Travel are committed to resolving all complaints within 30 days following investigation. Complaints can only be investigated within 14 days of the tour returning.
ABTA’s approved Alternative Dispute Resolution (ADR) scheme
We are a Member of ABTA, membership number Y6777. 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.
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
Limitless Travel staff should be able to complete their duties without harassment or disruptive behaviour from clients. Should a client behave in an abusive or disruptive manner, Limitless Travel and its staff reserve the right, after consideration and warning, to terminate the contract with this client. In such circumstances, the client will have no further reimbursement from the company in respect of any lost part of the holiday or additional expenses incurred.
Limitless Travel Ltd’s general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge an administration fee should you make a request for such documents to be sent as hard copy.
We observe the requirements of the Data Protection Act 1998 (the Act) in respect of all personal data held by us at any time. We will not use any personal data relating to you which we hold at any time for any purpose other than in connection with your booking. We do not share financial details with any third parties. We will not pass on personal data save where this is necessary in connection with the performance by us of our contract with you or as otherwise authorised by you. If you wish to find out more about the personal data we hold relating to you or have any query about data protection, please contact our data controller at Customer Relations, Limitless Travel, Custard Factory, Gibb St, Birmingham, B9 4AA. We have notified the Information Commissioner. In order to find out more about our notification and the requirements of the Act you should visit the site of the Information Commissioner at ico.org.uk.
We take reasonable care to ensure the accuracy of the information contained in our brochures and on our website. However, content is subject to change, often due to the actions of our suppliers (e.g. airlines, hotels, activity providers etc). We will endeavour to notify you of any change known to us and affecting your holiday prior to issuing you with our booking confirmation and after that, as soon as we are notified by our Suppliers. We do not generally use linking or framing. We are not responsible for the content, policies and services of any sites linked to or accessible via our website.
At Limitless Travel Ltd we understand that how we collect, use, disclose and protect your information is important to you. This Privacy Policy sets out the types of personal information we receive and collect when you use our services, how we collect it, and what we do with it, as well as some of the steps we take to safeguard information. We have appointed a Privacy Officer to ensure that any personal information you provide to us will only be collected, used and disclosed in accordance with this Privacy Policy. We hope this will help you make an informed decision about sharing personal information with us. In all your dealings with us you must ensure that others you represent are aware of the content of our Privacy Policy and consent to your acting on their behalf.
This Privacy Policy may be updated from time to time. You are responsible for reviewing this Privacy Policy periodically and informing yourself of any changes to this Privacy Policy.
For any cruise bookings, it is your responsibility to have the below:
1. A valid passport, with at least 6 months validity
2. Valid cruise specific travel insurance, including £2 million of medical expenses, and evacuation cover.
3. Proof of covid vaccination
4. Equipment booked through Mobility at Sea (0800 328 1699) for all Southampton departures, and Horizon Mobility (0800 111 6232) for all Newcastle, and Liverpool departures. It is the guests responsibility to ensure that adequate equipment has been arranged. If a guest does not hire out the agreed equipment, Limitless Travel reserves the right to refuse assistance with care in line with our Health and Safety policy.
5. A valid credit or debit card
6. Where possible we will disembark at ports, and you will be able to wander around the port with our care team. Should you wish to book accessible excursion this will be your responsibility. Please note our care team will not be able to accompany you on any organised excursion, unless you on a full 1-1 care package. You will be required to pay for the carer's excursion in addition to yours. As Limitless Travel are not involved in the organisation of any cruise liner excursions, and we will not take any responsibility for the organisation or coordination of these events.
7. If there is a medical emergency whereby a guest needs to be air lifted from the ship, Limitless Travel staff will not be able to accompany the guest. We would recommend that you contact your travel insurance provider at the earliest opportunity to update them.
8. All guests taking prescribed medication must fill out the "Medicine Transfer form" and send this to Limitless Travel prior to departure. This will be sent out to you following your care call in the lead up to your cruise. Anyone travelling with medications and/or syringes should carry a prescription with them. All medications should be kept in their labelled dispensing bottles or packages. If the medications are “controlled” or injectable drugs it is also advisable to carry a doctor's letter and inform our care team of any controlled drugs or syringes during the care call.
9. In order to travel on a P&O cruise, it is mandatory for all guests to complete an On Boards Needs form. Mobility equipment information (such as wheelchair make, model and dimensions) alongside additional requirements (including sharps and clinical waste disposal) must be communicated to the Limitless Travel care at the earliest opportunity.
Failure to provide the team with all necessary information for the guest traveling may result in the cancellation of the booking. This is also the case if the above information has not been communicated with the Limitless Tavel in time for the cruise line to make adequate arrangements for the booking.
*Limitless Travel takes no responsibility should we be unable to confirm booking details with the cruise line due to us not receiving the above information. Limitless Travel also takes no responsibility should a guest be refused boarding on their departure date due to not having the above in place. The booking will be subject to Limitless Travel standard cancellation terms and conditions in these circumstances.
10. Where to meet our carers – our carers will be at the port in the departures area. They will be wearing a navy blue t shirt with a Limitless label. You will receive the direct number of the Senior Carer who will be on your cruise in your one week to go email
11. All bookings are booked on full board basis in line with the cruise liner conditions. Any purchases outside of the basic full board package will be at an additional expense to the guest
12. Our door-to-door service is provided by trusted accessible transport providers. You will receive details on your pickup timings, along with contact information for your door-to-door provider, one month prior to your departure via email. All door-to-door transport is shared across local guests, to ensure a smooth departure day for all. It is imperative that all guests are ready at least 20 minutes prior to their pickup to ensure no delays for other passengers.
13. If guests are not ready at their designated pickup time, the door-to-door service reserves the right to continue their journey and ensure that the other guests arrive at the port in time. We are unable to provide alternative transport should you miss your designated door-to-door service, and in these circumstances it is your responsibility to organise alternative transport along with any further costs incurred.
14. Our door-to-door service providers are not trained in healthcare, and will be unable to assist with any personal care needs during your journey to the port. There may not be time for designated stops along the way, aside from emergencies, so please ensure you are comfortable ahead of your departure, as journey times may be up to 3-4 hours. If you have booked a Limitless Travel care package, your support from our team begins upon arrival at the port.
15. Complaints - Any complaints relating to the cruise liner experience must be dealt with directly with the cruise operator during your holiday.
Any complaints regarding the level of support or service provided by Limitless Travel must be dealt with via Limitless Travel's Customer Experience team, using our dedicated complaints form.
16. Last minute changes to advertised cruise itineraries may be made by our cruise providers in certain circumstances (e.g. due to inclement weather conditions). In these cases, the changes by our cruise providers are made in the interest of passenger safety, and this may mean that the ports guests are due to visit may change. This may result in accessible ports being unavailable, and the alternative being a tender port. Where possible, Limitless Travel will advise guests in advance of these changes, however any changes made to the itinerary whilst on the ship are outside of our control.
17. As part of their cruise booking, guests agree that Limitless Travel will share their information (including addresses and mobility details) with our transport and cruise providers to ensure a seamless holiday experience. If you do not wish to share this information, please contact us immediately so that we can discuss your options.
These terms and conditions are current and correct at time of reading, however are subject to change. For the terms and conditions that apply to a specific booking, please see your booking confirmation email.