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Terms and Conditions - Holidays








Financial Security Statement


The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018.  Therefore, you will benefit from all rights applying to packages; Roadmark Travel Limited will be fully responsible for the proper performance of the package as a whole.


Additionally, as required by law, Roadmark Travel Limited have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that they become insolvent.  Roadmark Travel Limited are members of the Bonded Coach Holiday Group, overseen by The Association of Bonded Travel Organisers Trust Limited.  This is a government approved consumer protection scheme.  This ensures that in relation to the coach package holidays described in this brochure (or website) that a Bond, which may be called upon in the unlikely event of the members Insolvency, protects the clients’ monies.  Clients are recommended to inspect the current membership certificate at our registered office or alternatively go to  or telephone 0207 065 5311 to confirm current membership.


Your attention is also drawn to the Bonded Coach Holiday Group Trading Charter that will apply to these coach package holidays.


Details of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at The Package Travel and Linked Travel Arrangements Regulations 2018 (





1. Financial Protection


Your contract is with Roadmark Travel Limited of 4 Mill Parade, Storrington, Pulborough, West Sussex RH20 4NF. When you book a holiday with us, which does not include a flight, the money you pay us for the booking will be protected by Bonded Coach Holidays (BCH) and the Association of Bonded Travel Organisers Trust Limited (ABTOT), this is a Government approved consumer protection scheme. The scheme will also ensure your repatriation in the event the company becomes insolvent. Our Trading Charter and Booking Conditions set out clearly and simply the responsibility we have to you and in turn, you have with us, when a contract is made. Please see the Consumer Guarantee at  There is no financial protection if you purchase just transport or accommodation-only from us. We fully comply with the Package Travel and Linked Travel Arrangements Regulations 2018. The combination of travel services offered to you is a package holiday within the  meaning of the Regulations. Therefore, you will benefit from all rights applying to package holidays. Roadmark Travel Ltd will be fully responsible for the proper performance of the holiday and providing assistance if you are in difficulty. Your key rights will be in the details of the tour which will be provided prior to booking.


2. Booking and Payment


When a booking is made, the 'lead name' on the booking guarantees that he or she is 18 or over and has the authority and accepts on behalf of the party the terms of these booking conditions and pays the deposit indicated in the brochure and as confirmed in the pre-contract information. After we receive your booking and all appropriate payments, if the arrangements you wish to book are available, we will send you or your booking agent a confirmation invoice within 14 days. This confirmation will include any special requests we have agreed. All monies paid to your booking agent are held by them on your behalf until we issue our confirmation invoice, thereafter your booking agent holds the money on our behalf. A binding agreement will come into existence between us when we dispatch this invoice to the 'lead name' or your booking agent. Please check the confirmation carefully to ensure all the information is correct.  This contract is governed by English Law, and the jurisdiction of the English Courts.    


Single occupancy of rooms, when available, may be subject to a supplementary charge and these will be shown in the brochure. You can book by paying a deposit for each person named on the booking, but our commitment is always conditional upon the balance being paid as below.


Deposit as detailed in the description/price details of each holiday.

The balance of the price of your holiday must be paid at least 8 weeks before your departure. If you book within our balance due period, you will need to pay the total holiday cost at the time of booking. If the balance is not paid in time, we reserve the right to cancel your holiday, retain your deposit, and apply the cancellation charges set out in the paragraph below. The date of cancellation will normally be the date we receive your written confirmation that you intend to cancel or 15 days after the balance due date, whichever comes first.

Where optional items are purchased as part of the holiday, these are payable on the balance due date except where items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date notified to you and will not normally be refunded unless we obtain a refund from the supplier we use.


3. Brochure Accuracy


Although Roadmark Travel Ltd make every effort to ensure the accuracy of the brochure information and pricing, regrettably errors do sometimes occur. You must therefore ensure you check the price and all other details of your holiday with us at the time of booking and when you receive our confirmation invoice.


4. Our Pricing Policy   


Roadmark Travel Ltd endeavour to ensure that the most up to date and correct prices are shown in our brochure. Occasionally, an incorrect price may be shown, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible. We reserve the right to cancel the booking if you do not wish to accept the price which is applicable to the holiday. Local Authorities in many towns and cities throughout Europe have introduced new tourist taxes which must be paid directly to the hotel by all guests in person. These taxes are not included in our prices, but we will notify you when applicable.     


Holiday prices include all travel, hotel accommodation and meals as specified in the holiday description and VAT payable in the UK where applicable. The price of the holiday will not be subjected to any surcharges except those arising from exchange rate changes, transportation including the price of fuel, air & ferry operator fares and tolls, embarkation or disembarkation fees at terminals, duties and taxes (including the rate of VAT). Even in these cases we will absorb the cost equivalent to cost of the first 2% of the holiday price.  Amounts more than this plus £1 administration fee and Travel Agents commission will be surcharged to you. If this means the total cost of the holiday increases by more than 8% then you are entitled to cancel your holiday and receive a full refund of all monies paid except any insurance premium and amendment charges. We will communicate the options with you either through email or letter, with a reminder if necessary. If you exercise the right to cancel, we must receive written notice within 20 days of the date of the surcharge invoice. The currency exchange rate used in the holiday costings are based on rates as at 1st October 2022.


5. If you change your booking


If, after our confirmation has been issued, you wish to change to another of our holidays or change departure date, we will do our utmost to make the changes, but we cannot guarantee to do so. However, notification must be received in writing at our offices from the person who signed the booking form, at least 6 weeks before departures. This must be accompanied by a payment of £40 to cover our administrative costs, plus costs we incur in making the amendment. Alterations cannot be made within 4 weeks of departure and any such request for an alteration will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out in paragraph below. Some arrangements cannot be changed without paying a cancellation charge of up to 100% of the ticket cost.


6. Transferring your booking


You can transfer your booking to somebody else, but the person must satisfy all the conditions of the holiday and you must inform us either by letter or email no less than 7 days before departure. This transfer will cost £30 plus reasonable costs to make the transfer. You will remain responsible for ensuring payment before the balance due date. This is in addition to (and does not affect) the separate liability of the transferee to us.


7. If you need to cancel your holiday


You or any member of your party, may cancel your holiday at any time provided the cancellation is made by the person signing the booking form and is communicated to us in writing via the office who made your original booking. You must pay cancellation charges to cover our administration costs and to compensate for the risk of us not reselling the holiday. If the holiday is resold a refund will be made. Your cancellation will take effect from the date on which we or our agent receive your written confirmation of your cancellation. You must also return any tickets or vouchers you have received. A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy of rooms. Where bought in supplies, such as ferries, hotel accommodation etc have been bought in on your behalf, and where the terms and conditions of the supplier are non-refundable, these products will be charged to you at the full retail rate. If this applies, the non-refundable items will be deducted from your holiday costs and the following scale of charges will be applied to the remainder:


Period before departure within which                Cancellation Charge (including deposit)

written cancellation is received                           as a percentage of the total package cost


Prior to 42 days                                                        Loss of deposit (& insurance premium if applicable)

29 – 42 days                                                             30%

15 - 28 days                                                              45%

8 – 14 days                                                               60%

0 – 7 days                                                                 100%

Departure day or later (including

Voluntary termination whilst on holiday)                 100%


You may cancel your holiday without paying any termination fee before the start of the holiday, in the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity, for instance, if there are serious security problems at the destination which are likely to affect the package.


8. Alterations to your holiday by us


We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make minor changes. We reserve the right to do this at any time. We will let you or your booking agent know about any important changes as soon as possible, including the minimum number of passengers required on the trip. If after booking, and before departure, we make a major change to your holiday, you will have the option of withdrawing from the holiday without penalty or transferring to another holiday without any charge. In either case, we will pay you compensation, according to the scale set below. A major change includes the time of your departure or return time by more than 12 hours, a change in departure point, location of resort or type of hotel, a change in cross channel travel, or specification of the coach. If we tell you about any of these changes after we have confirmed your holiday booking (other than force majeure), you may either: 

- accept the new arrangements offered by us; or 

- accept a replacement holiday from us of equivalent or similar standard and price (at the date of the change), if we can offer you one; or

- cancel your holiday with us and receive a full refund of all monies.

Either way, we will pay you compensation, using the Compensation table shown,


Point before departure when a significant            Amount per person

change is notified to you


More than 42 days                                                                 NIL

28 - 42 days                                                                            £10

14 - 27 days                                                                            £15

7 – 13 days                                                                             £20

1 – 6 days                                                                               £25


These rates are reduced by 50% if the package is of 3 days duration or less


IMPORTANT NOTE Compensation will not be payable if the holiday is cancelled because the number of persons booked is less than the number required, or for events beyond our control, which include: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; hurricanes and other actual or potential severe weather conditions and any other similar events. You are also advised to check with The Foreign and Commonwealth Office Advice Unit regularly at prior to travel.


All holidays operate if the minimum number of participants is met. However, in no case will we cancel your holiday less than 6 weeks before the scheduled departure date, except where you have failed to pay the final balance or because of force majeure (force majeure means an event which we or the suppliers of the services in question could not foresee or avoid and is therefore beyond our control).


9. Our responsibility to you


We accept responsibility for ensuring the holiday which you book with us is supplied as described in our publicity material and the services offered reach a reasonable standard and if you are in difficulty, we will assist you. If any part of our holiday contract is not provided as promised, you may terminate the contract without paying a termination fee and we will pay you appropriate compensation if this has affected your enjoyment of your holiday. We will, however, not be liable if there are any unforeseeable or unavoidable actions of a third party not connected with our travel services, or there were unavoidable or extraordinary circumstances, or the lack of conformity is due to a traveller in the party. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of twice the value of the original holiday cost (not including insurance premiums and amendment charges). We accept responsibility for death, injury, or illness caused by the negligent acts and/or omissions of our employees or agents together with our suppliers and sub-contractors, servants and/or agents of the same whilst acting within the scope of, or during their employment in the provision of your holiday. We will accordingly pay to our clients such damages as might have been awarded in such circumstances under English Law. In respect of carriage by air, sea, tunnel and rail and the provision of accommodation our liability in all cases will be limited in the manner provided by the relevant international convention.                                                                                              

 If we make any payment to you or any member of your party for death or personal injury or illness, you will be asked to assign to us or our insurers the rights you may have to act against the person or organisation responsible for causing the death, personal injury or illness. This clause does not apply to any separate contracts that you may enter for excursions or activities during or outside of your holiday. If you or any member of your party suffer death, illness or injury whilst overseas arising out of an activity which does NOT form part of your holiday, we may offer guidance and where legal action is contemplated and you want our assistance, you must obtain our written consent prior to any proceedings (We limit the cost of our assistance to you or your party to £5,000 per party)



10. If you have a complaint


If you have a problem during your holiday, please inform your Tour Manager, your driver or the relevant supplier/resort representative immediately who will endeavour to put things right. If your complaint cannot be completely resolved locally, you must complete a Holiday Report Form which can be obtained by your driver or local representative, which you should keep. Our contact number, for unresolved complaints will be our office number on 01903 741233 (open in office hours) If you remain dissatisfied please follow this up within 14 days of your return home by writing to “Operator Name” giving your original booking reference number and all other relevant information, including the reference of the Holiday Report Form. It is therefore a condition of this contract that you communicate any problem to the supplier of the services in question AND to our representative whilst in resort and obtain a written report form. If you fail to follow this simple procedure, we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the problem. Should you wish to pursue the complaint further, BCH ABTOT have an Alternative Dispute Resolution scheme and full details are available from them. Please contact them at ABTOT 117 Houndsditch London EC3A 7BT.


11. Our Coaches


We will always use our reasonable endeavours to provide a coach to the specification in our brochure or advert but reserve the right to substitute an alternative vehicle should there be unforeseen circumstances. There is a seating plan but, in some cases, operational reasons may require a coach with a different configuration. We reserve the right to alter a coach seating plan and allocate seats other than those booked. Single passengers may be required to share a double seat with other single passengers. When your booking is confirmed, you will be offered the best seats that are available at that time. If you feel that you require two seats, then these must be booked and paid for in advance, at the time of booking.  If you fail to do this and it transpires that the seat allocated to you is insufficient for your needs and there is no alternative seating available, then you will be refused access to the coach and any payments made will be liable to forfeiture.

Specific seats will not be allocated on coaches operating a feeder service between joining points and main holiday departure points or on coaches that carry out transfers between airports, seaports etc.


12. Hotel Facilities


Some hotel facilities and entertainment may be withdrawn for routine maintenance or be subject to seasonal availability and provision of the facilities cannot be guaranteed. Single occupancy of rooms may be subject to a supplementary charge.


 13.Health and Safety

In some foreign countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. There may be countries that we visit that have special medical requirements for tourists. These regulations are subject to change and our clients are responsible for complying with entry and current health requirements. If you are not sure of the health requirements for the country you are visiting, you are advised to check with your own GP before travelling. You are also advised to refer to the Department of Health leaflet “Health Advice for Travellers”.

Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period. If you are planning to undertake a journey of more than three hours, you should consult your doctor, if you have ever had DVT, pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, stroke, and heart or lung disease or If you have had major surgery in the past three months.

We reserve the right to refuse any booking in the absence of a doctor’s certificate confirming that you are fit to travel. Where we provide comfort stops you are encouraged to walk around. Exercise reduces any discomfort, which may be caused by periods of immobility.

NO SMOKING is allowed on our coaches (including E-Cigarettes) and we do not allow pets or any other animals, although we accommodate registered assistance dogs, but not on overseas holidays.


14. Travel documents, itineraries, pick-up points and passports

For all Continental holidays, you will require a full 10-year British Passport (machine readable) valid for a further 6 months after your holiday. If you do not hold a full British Passport or have any doubts about your status as a resident British subject, you must check with the Embassies or Consulates of the Countries to be visited to confirm the Passport or visa requirements when you book. We cannot accept responsibility if passengers are not in possession of the correct travel documents. For full details on passport requirements, please contact ‘the identity and passport service’ on 0300 222 0000 (”

You are responsible for ensuring you are at the correct departure point, at the correct time and with the correct documents. Roadmark Travel Ltd reserve the right to modify itineraries to conform with requests from competent authorities both within the UK and abroad.

Excursions which are included in the cost of your booking are detailed on the brochure page and refunds will not be made for excursions not taken. Optional excursions booked and paid for in resort do not form part of your booking. Admission fees to buildings may not be included in the price of the holiday, please check.


15. Special Requests


All special needs and requests, if agreed, should be entered on the booking form and be included in the confirmation of the holiday. These cannot be guaranteed except where confirmed as part of our holiday commitment to you and are detailed on your holiday booking confirmation. We are keen to ensure that we plan the arrangements for your holiday so that special needs and requests can be accommodated as far as possible. If you will need assistance or may be unable to fully enjoy all aspects of your holiday you must tell us in advance so that we can maximise your enjoyment of the holiday. We will need to know if you will need special facilities in the hotel, taking part in the excursions or have difficulty boarding and travelling on the coach or other means of transport. Before booking your holiday, you should be sure that you and your party are both physically and mentally capable of completing the itinerary. If you need advice or further information either you or your booking agent should contact Roadmark Travel Ltd. If you will require a special diet please tell us at the time of booking, or as soon as you are medically advised, together with a copy of the diet.


16. Passengers with disabilities

We want everyone to enjoy our travel arrangements. We are happy to advise and assist you in choosing a suitable holiday. But, as some of the accommodation and resorts featured may not cater for even minor disabilities, it is important that, when booking, you advise us of any disability, specific need or complex need you may have and any special requirements that will make sure the holiday is suitable. If a passenger requires personal assistance (for example, assistance with feeding, dressing, toileting, mobilising) then this passenger must travel with an able-bodied companion or carer and written confirmation that such assistance will be provided for the entirety of the holiday is required at the time of booking. Coach drivers/Tour Managers are unable to provide such assistance.



You must tell us if you have an existing medical condition, disability or complex need that may affect your holiday or other group members’ enjoyment of it before you book your holiday. We reserve the right to request a doctor’s certificate confirming the passenger is fit to travel. If, in our reasonable opinion, your chosen holiday is not suitable for your medical condition or disability, we reserve the right to refuse your booking. You are responsible for bringing with you the proper clothing and equipment, which we advise you about in our printed trip information. We want you to enjoy your holiday and will help you select an appropriate trip.


17. Passenger Behaviour


We want all our customers to have a happy and carefree holiday. You are responsible for your behaviour and hygiene and the effect it may have on others. If you or any other member of your party is abusive, disruptive or behaves in a way that could cause damage or injury to others or affect their enjoyment of their holiday or which could damage property, we have the right to terminate your contract with us and we will have no further liability or obligation to you. The coach driver/representative, ship's captain, or authorised official is entitled to refuse you boarding if in their reasonable opinion you are unacceptably under the influence of drink or drugs or you are being violent or disruptive. If you are refused boarding on the outward journey, we will regard it as a cancellation by you and we will apply cancellation charges. If on your return journey, we have the right to terminate the contract with you. We also request that mobile telephones are not used on the coach.


18. Travel Insurance

It is a condition of booking a holiday with Roadmark Travel that all persons travelling are covered by personal travel insurance for the trip. We have arranged travel insurance with Wrightsure Services (Hampshire) Ltd which is outlined below. You may use an alternative insurer, but you must advise us. The insurance should cover medical and repatriation costs, personal injury, loss of baggage and cancellation charges. If you do not have adequate insurance and require our assistance during your holiday, we reserve the right to reclaim from you any medical repatriation or other expenses which we may incur on your behalf which would otherwise have been met by insurers. You must advise us if you use an alternative insurer, the policy number and 24-hour contact number.


19. Luggage


Please restrict your luggage to a suitcase weighing no more than 20kg per person. We cannot accept responsibility for loss or damage to luggage unless through our negligence. Please do not leave valuable items in your suitcase when left on the coach. Whilst you can bring a lightweight folding walker or wheelchair, we are not able to carry battery powered mobility scooters or wheelchairs.



20. General Data Protection Regulations


We comply with the GDPR 2018 Regulations, our data controller is Roadmark Travel Ltd and our data protection policy can be found at or you can request a copy from Roadmark Travel Ltd, 4 Mill Parade, Mill Lane, Storrington, Pulborough, West Sussex RH20 4NF


21. Emergency Contact


Our emergency contact details are


Tel: 01903 741233




These conditions are valid from 1st November 2022 and replace any earlier versions.




DAY EXCURSIONS – Terms & Conditions


Admissions - Included where stated. Where reduced prices are offered to members of The National Trust or English Heritage, current membership cards must be taken on the day and shown at the request of the venue staff. Failure to bring your card may result in you having to pay the full admission cost on the day.


Alcohol – Is not permitted to be consumed inside the coach.


Amendments / Cancellations -  You may cancel a day trip, or change to another, provided the request is made no later than 5 working days prior to the departure date, subject to payment of a £10.00 administration fee. You will be refunded in full in the form of a cheque, refund to the payment card used to pay for the trip, or bank transfer.

We are unable to refund the costs of any admissions/events where tickets have been booked in advance unless we are able to resell seat(s) and the associated admission or event costs. 


Animals – Are not permitted on any of our coaches except for assistance dogs for UK trips only.


Booking – All bookings are held provisionally until payment is received. Unless stated otherwise full payment is required for day trips.


Brochure / Web site accuracy - The information in the brochure and on our website is believed to be accurate at the time of going to press and may be subject to alterations.


Children's fares - Apply between the ages of 3 and 16. All children must be accompanied by an adult. Children under 3 and not occupying a seat may travel free seated on the lap of an adult.


Cancellation by Roadmark Travel – We rarely cancel any of our advertised trips, but in the event of failing to achieve minimum numbers we reserve the right to cancel or amend the departure date and will do so at least 14 days prior. You will be refunded in full in the form of a cheque, refund to the payment card used to pay for the trip, or credit note.


Delays – We allow sufficient time in our schedule to arrive in good time for events, including shows and concerts or boat and train departures. We are not liable for any compensation should the coach be delayed for any unforeseen eventualities and our liability is restricted to returning you to your point of departure.


Departure Times on Departure – The pick-up point and times shown on your travel ticket are planned departure times and we would ask that you are at the pick-up point at least 5 minutes prior to this to allow time for boarding.  We regret that we are unable to wait for latecomers.


Departure Times on Return – Departure times and locations from the destination will be clearly advised upon arrival. Should you fail to board the coach at the time advised we will not accept any responsibility for return travel arrangements or costs.


Disabilities - We welcome all customers including those with disabilities and/or mobility problems. Wherever possible, we will accommodate people with disabilities, although we are limited in the assistance we can provide. Please notify us of any disability at the time of enquiry or booking. In you are in any doubt about the suitability of a trip please speak to our office.

Please note if we have not been advised of wheelchairs, walking aids etc., we have the right to refuse to carry them. We regret that we are unable to carry mobility scooters.


Food Allergies - Where the excursion includes food or drink we will, providing you advise us at least 14 days prior, advise the food and drink provider of any allergies/specific dietary requirements you may have. We are unable to guarantee that all requirements can be met and, in the event of us being informed that they cannot be provided, will advise you accordingly. In all cases in the case of allergies it is up to the individual to check before consuming any food or drink. 


Lost property – We ask that you take care of your personal property and ensure that you take all items with you at the end of an excursion. We will endeavour to take all lost property to our offices for collection within 2 working days of it being left on our coaches, however  at certain times, due to operational reasons, this may not be possible. All lost property should be claimed and collected from our office within four weeks, after which we reserve the right to dispose of it.

Perishable goods cannot be held for longer than 48 hours.


Luggage and Personal Effects - Are carried at the owners’ risk. Please ensure that any item carried in the hold is clearly labelled.


Passports/Visas – Please ensure that you bring a valid passport and, if required, the necessary visa for travel outside the UK. We cannot be held responsible if you are denied travel due to lack of the appropriate documentation.


Radios, personal stereos and other audio devices may be used on the coach provided that they are used with personal headphones and with consideration for other passengers.


Non-essential use of mobile phones is prohibited.


Seating – Seat numbers are advised at the time of booking and printed on booking confirmations. Copies of our coach seating plans can be found in our brochures. Seat belts are required by law to be worn at all times, whilst on the coach.


Senior Citizen concessions - Apply to those over the age of 65.


Setting down - We normally set down in reverse order to the pick-ups but may, from time to time,  set down in the same order as picking up.


Smoking - Is prohibited on our coaches. This includes the use of electronic cigarettes.


Times – We are able to provide approximate arrival times at destinations and on return journeys, however these are subject to traffic conditions and may vary.


Unreasonable conduct - We reserve the right to refuse boarding to or to terminate the travel of a passenger if, in the opinion of the driver, they have or are likely to put at risk or unreasonably impede or cause discomfort to any other person travelling, the driver, other employee of Roadmark Travel or one of its agents (including guides). If you are prevented from travelling or continuing your excursion by such a termination our responsibility for you thereupon ceases. Full cancellation charges will apply and we will be under no obligation for any refund, compensation or loss which you may incur.





Roadmark Travel Ltd
4 Mill Parade, Mill Lane, Storrington, PULBOROUGH, RH20 4NF
Tel No: 01903 741233   E-mail:
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