CUSTOMER TERMS BETWEEN TURKS AND CAICOS EXPERIENCES AND CONSUMER

2.1
Who we are. We are Turks and Caicos Experiences, trading as Turks and Caicos Experiences from 1 Church Street, Henley on Thames, Oxfordshire, United Kingdom.

2.2
How to contact us. You can contact us by telephoning our customer service team on 0044 (0)7973 154 038 or by writing to us at info@turksandcaicosexperiences.com or by post to 1 Church Street, Henley on Thames, Oxfordshire, RG9 1SE, United Kingdom.

2.3
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your booking.

2.4
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3.1
We will send you an email confirming your booking, at which point a contract will come into existence between you and the Service Provider for the Services that you booked.

3.2
As well as these Terms, every booking will be subject to additional terms and conditions of the Service Provider that will include information about how you can cancel your booking and any rules and restrictions that may apply to the booking. At the point that you tick the box in the booking process to confirm your booking, you will have the opportunity to download these terms and those of the Service Provider as a PDF. Please make sure that you read those terms and conditions also.

4.1
Our Booking Platform is https://turksandcaicosexperiences.com.

4.2
We take reasonable care in providing our Booking Platform, but we can’t guarantee that everything on it is accurate (we get information from the Service Provider). To the extent permitted by law, we won’t be held responsible for any errors, any interruptions, or any missing information, though we will do everything we can to correct/fix them as soon as we can.

4.3
Our Booking Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc., and you are responsible for doing your own research before booking any of the Services.

4.4
We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the provision of the Services to you.

4.5
Unless otherwise indicated, you need to be at least 16 to use the Booking Platform.

5.1
Booking Accommodations.

a) You understand that a confirmed booking of an Accommodation (Accommodation Booking) is a limited license granted to you by the Service Provider to enter, occupy and use the Accommodation for the duration of your stay, during which time the Service provider (only where and to the extent permitted by applicable law) retains the right to re-enter the Accommodation, in accordance with your agreement with the Service Provider.

b) You agree to leave the Accommodation no later than the checkout time that the Service Provider specifies to you in the booking or such other time as mutually agreed upon between you and them. If you wish to stay longer than the agreed checkout time, you must contact the Service Provider to ask for an extension, which will be subject to availability and at the discretion of the Service Provider. If you stay past the agreed upon checkout time without the Service Provider’s consent (Overstay), you no longer have a license to stay in the Accommodation and the Service Provider is entitled to make you leave in a manner consistent with applicable law. In addition, you agree to pay, as requested by the Service Provider, for each twenty-four (24) hour period (or any portion thereof) that you Overstay, an additional nightly fee of up to two (2) times the average nightly Fee originally paid by you to cover the inconvenience suffered by the Service Provider, plus all applicable Fees, Taxes, and any legal expenses incurred by the Service Provider to make you leave (Overstay Fees). Overstay Fees for late checkouts on the checkout date that do not impact upcoming bookings may be limited to the additional costs incurred by the Service Provider as a result of such Overstay. If you Overstay at an Accommodation, you authorize us to charge you to collect Overstay Fees.

5.2
Booking Experiences and other services

a) You should carefully review the description of any experience of or other Service you intend to book to ensure you (and any additional guests you are booking for) meet any minimum age, proficiency, fitness or other requirements which the Service Provider has specified. It is up to you as to whether or not you choose to inform the Service Provider of any medical or physical conditions, or other circumstances that may impact your and any additional guest’s ability to participate in any experience or other Service. In addition, certain laws, like the minimum legal drinking age in the location of the experience or other Service, may also apply. You are responsible for identifying, understanding, and complying with all laws, rules and regulations that apply to your participation in an experience or other Service.

b) Before and during an experience of other Service you must at all times follow the Service Provider’s instructions.

c) You may not bring any additional individuals to an experience or other Service unless such an individual was added by you as an additional guest during the booking process on the Booking Platform.

5.3
Additional Guests

a) If you book a Service on behalf of additional guests, you are responsible for ensuring that every additional guest meets any requirements set by the Service Provider and is made aware of and agrees to these Terms and any terms and conditions, rules and restrictions set by the Service Provider.

b) If you are looking for an additional guest who is a minor, you represent and warrant that you are legally authorized to act on behalf of the minor. Minors may only participate in an experience or other Service if accompanied by an adult who is responsible for them.

5.4
You agree that certain experiences may carry inherent risk, and by participating in such Services, you choose to assume those risks voluntarily. For example, some experience may carry risk of illness, bodily injury, disability, or death, and you freely and willfully assume those risks by choosing to participate in those experiences. You assume full responsibility for the choices you make before, during and after your participation in an experience. If you are bringing a minor as an additional guest, you are solely responsible for the supervision of that minor throughout the duration of your experience.

5.5
What will happen if you do not give required information to us. We may need certain information from you when you make the booking. If so, this will have been stated in the booking form on the Booking Platform. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result to obtain this information from you. We will not be responsible for you not being able to complete your booking if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

5.6
You agree that you have had whatever opportunity you deem necessary to investigate the Services, laws, rules, or regulations that may be applicable to your booking and/or Services you are receiving and that you are not relying upon any statement of law or fact made by us relating to the Services you have booked.

6.1
If you wish to make a change to the booking you have made, you can do this through the Booking Platform or contact our customer service at info@turksandcaicosexperiences.com. We will let you know if the change is possible. If the change is possible, we will let you know about any changes to the price of the booking, the timing, or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.

7.1
As a guest, you are responsible for leaving the Accommodation (including any personal or other property located at the Accommodation) in the condition it was in when you arrived. You are responsible for your own acts and omissions and are also responsible for the acts and omissions of any individuals whom you invite to, or otherwise provide access to, the Accommodation, excluding the Service Provider (and the individuals the Service Provider invites to the Accommodation, if applicable).

7.2
If a Service Provider claims and provides evidence that you or anyone in your party have damaged an Accommodation or any personal or other property at an Accommodation (Damage Claim), the Service Provider can initially seek payment from you directly. If a Service Provider escalates a Damage Claim to us, you will be given an opportunity to respond. If you agree to pay the Service Provider, or we determine in our sole discretion that you are responsible for the Damage Claim, we will, after the end of your stay, collect an amount from you required to cover the Damage Claim. We also reserve the right to otherwise collect payment from you and pursue any remedies available to us in this regard in situations in which you are responsible for a Damage Claim.

7.3
You agree to cooperate with and assist us in good faith, and to provide us with such information and take such actions as may be reasonably requested by us, in connection with any Damage Claims or other complaints or claims relating to the Services.

9.1
Tell us you want to cancel your booking. To cancel your booking, please let us know by doing one of the following:

a) Phone or email. Call customer services on 0044 (0)7973 154 038 or email us at info@turksandcaicosexperiences.com. Please provide your name, home address, details of the booking and, where available, your phone number and email address.

b) Online. Complete the Contact Us form on the Booking Platform.

c) By post. Print off ‘Turks and Caicos Experiences, 1 Church Street, Henley-on-Thames, RG9 1SE, United Kingdom and post it to us.

10.1
If a Service Provider cancels a confirmed booking, you will receive a full refund of the Total Fees for such booking. In some instances, we may allow you to apply the refund to a new booking, in which case we will credit the amount against your new booking further to your instructions.

10.2
For experiences and other Services, if weather poses a safety risk or if it prevents a Service Provider from carrying out a Service that takes place primarily outdoors, Service Providers may cancel the Service. Service Providers may also cancel the Service if other conditions exist that would prevent the Service Provider from offering the Service safely.

11.1
In certain circumstances, we may decide, in our own discretion, that it is necessary to cancel a pending or confirmed booking and initiate corresponding refunds and pay-outs. This may be where we believe in good faith, while taking the legitimate interests of both parties into account, this is necessary to avoid significant harm to us, third parties or property, or for any of the other reasons set out in these Terms.

12.1
How to tell us about problems. If you have any questions or complaints, please contact us. You can telephone our customer service team at 0044 9)7973 154 038 or write to us at info@turksandcaicosexperiences.com or at Turks and Caicos Experiences, 1 Church Street, Henley-on-Thames, RG9 1SE, United Kingdom.

13.1
All applicable fees, including the Booking Fee, Security Deposit (if applicable), Service Fee and any applicable Taxes (collectively, Total Fees) will be presented to you before you confirm your booking. You agree to pay the Total Fees for any booking requested in connection with your Account.

13.2
When you must pay. The Service Provider will collect the Total Fees at the time of the booking request and upon the Service Provider’s confirmation. For certain bookings, you may be required to pay or have the option to pay in multiple instalments.

13.3
What to do if you think an invoice is wrong. If you think an invoice is wrong please contact the Service Provider promptly.

Where applicable, any refunds due to you will be made by the Service Provider as soon as possible.

15.1
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services.

15.2
We are not liable for business losses. We only supply the Booking Platform for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

16.1
How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

17.1
WHICH LAWS APPLY TO THIS CONTRACT AND WHERE YOU MAY BRING LEGAL PROCEEDINGS. THESE TERMS ARE GOVERNED BY ENGLISH LAW AND YOU CAN BRING LEGAL PROCEEDINGS IN RESPECT OF THE PRODUCTS IN THE ENGLISH COURTS.

17.2
Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use.

You can submit a complaint to CEDR via their website at www.cedr.com. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.