Terms & Conditions

Last Updated on 22 April 2021

Agreement between Customer(s) and Rivaro Travel Ltd.

User agreement between the user (User, you) and Rivaro Travel (Rivaro Travel is a trading name of Rivaro Travel Ltd.). Please read these terms and conditions of use (Terms and Conditions) before using www.rivarotravel.com website (Site) and making any booking.

You consent to the Terms and Conditions when you use the Site, without qualification. If you disagree with any part of the Terms and Conditions, you may not use the Site in any way or make a booking.

All correspondence regarding customer service or your booking should be sent via e-mail to info@rivarotravel.com and/or via post to 36 Cleveland, Bradville, Milton Keynes, Buckinghamshire, MK13 7BA, United Kingdom.

1. Your Contract

Your contract will be with Rivaro Travel Ltd. For your financial security Rivaro Travel Ltd. only operates with ATOL & ABTA protected suppliers. When booking travel arrangements our contract with you begins when we tell you your booking is confirmed either by telephone, fax, or e-mail. Once the contract is made, we are responsible for providing the travel arrangements you have booked, and you are responsible to pay for them. In parties of two or more people the person who makes the booking, by signing the booking form or otherwise contracting as telephone order with us, accepts responsibility for making payments to us for all members of the party.

If the suppliers are identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

2. Your Financial Protection

Any payments made by you for the flights, hotels or packaged holiday are ATOL Protected by the Civil Aviation Authority through our Suppliers. Please note that Rivaro Travel Ltd. does not hold its own ATOL and/or ABTA license. Rivaro Travel Ltd. acts as an agent on behalf of its Suppliers to sell Flights, Hotels and Packaged Holidays.

3. Payments

Full payment for all products including promotional and offer fares based on foreign currency are required at the time of booking regardless of the product arrangements being confirmed. In the event that the Rivaro Travel and/or its Supplier are unable to obtain confirmation and cannot offer an alternative, a refund will be issued. Rivaro Travel will not accept responsibility for cash sent through the post. Rivaro Travel reserves the right to pass on any charges relating to returned cheques and credit card charge backs. Taxes and fuel surcharges do fluctuate, and all bookings are subject to additional charges as these are consolidated contract fares with special conditions. You will be advised if additional payments are due. Payment can be made by all major Credit & Debit Cards with the exception of American Express. Rivaro Travel does not levy any transactions fees for payments made by Debit or Credit Cards. You will be notified of the relevant charges prior to issue of a confirmation invoice. If your travel documents are being paid for with a third-party credit or debit card, we will require written authorisation to be provided by the cardholder. We would also like to draw your attention to the purchase of products by credit or debit cards where payment does not take place in person. In accordance with mail order regulations, all documents will be posted to the billing address of the credit or debit cardholder and not the address of the passenger (unless they are one and the same). We will endeavour to send out travel documents 14 days prior to departure by first class post at client’s own risk. Special, Recorded or Registered post can be arranged at an additional charge. Rivaro Travel will not accept responsibility for documents mislaid or lost by the Royal Mail.

4. Deposits

At the time of booking, you must pay a deposit, the amount of which varies from £100 per person up to the total holiday cost, depending on the type of booking, and pay any balance of the cost of the holiday no later than 14 weeks before departure. If you book inside 14 weeks of departure full payment is required at time of booking. If you do not make the required payments your booking will be cancelled. If you have paid a deposit and fail to pay the balance on time you will lose your deposit and you booking will be cancelled. Fares are not guaranteed until full payment has been received.

Balance - You need to pay the balance by the due date. It is very important that you pay your balance when due because failure to do so may lead to the cancellation of your holiday/flights/hotels and still leave you liable to pay cancellation charges. Where an extra "booking charge" applies it will be advised at the time of booking. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by our suppliers.

5. Amendments & Cancellations

5.1 Air Reservations
Many scheduled and most discounted airfares, carry amendment and cancellation fees sometimes up to 100%. It is important that all customers’ check the fare rules prior to confirming their reservations detailed under the fare quote. Click through for further details on full fare notes. Amendments and cancellations cannot be processed until the original tickets have been returned. Refunds are processed as quickly as possible. Generally, totally unused tickets can be processed by Rivaro Travel within 14 working days but may then take between 12-14 weeks to appear on your credit card statement. In the meantime, many card issuers will allow the item to be placed in dispute to avoid interest charges. Rivaro Travel accepts no liability for interest charges incurred for outstanding refunds. For scheduled air fares, an administration fee of £90 per ticket will be applied to all amendments and cancellations in addition to the airline's standard fees. Partially unused tickets may have to be returned to the issuing airline to calculate the refund due (if any) which normally takes 6-12 weeks to process. In some isolated cases this can take up to 12 months (e.g. COVID-19 Pandemic). Tickets issued for discounted air fares are subject to an administration fee of £50 in addition to the charges applied by the airline.

5.2 Hotel Reservations
All hotel reservations made through Rivaro Travel are guaranteed for late arrival. Hotels have varying cancellation policies and most of the hotels are non-refundable. Ask our travel experts for more information.

6. Alterations by Rivaro Travel

Rivaro Travel makes every effort to ensure that published descriptions are correct, it does not own or operate airlines and other suppliers and thus cannot control or prevent any changes from happening. Therefore, Rivaro Travel reserves the right to change the description of any flight and/or ground service before you book, in which case you will be told before a confirmation invoice is issued. Under no obligation to do so, Rivaro Travel will endeavour to notify all changes before departure if it is practicable to do so. No compensation is payable by Rivaro Travel in such cases. Should a schedule change occur to your itinerary after full balance/ticket issue, on either the outbound or return flights the relevant supplier’s decision will be final and Rivaro Travel amendment charges may apply.

7. Cancellation by Rivaro Travel

7.1 Holiday Arrangements Excluding Packages
In the unlikely event that a booking has to be cancelled a full and prompt refund will be made of the total amount paid to Rivaro Travel and/or its Suppliers, less any amendment fees. Rivaro Travel will not provide compensation for any cancellation made by itself or its Suppliers.

7.2 Packages
Rivaro Travel reserves the right to withdraw or cancel the service on offer. If the booking is cancelled before departure for any reason other than non-payment by you, then you will be offered the choice of purchasing another arrangement from Rivaro Travel or its Suppliers. Any price differences will payable/refundable as applicable, or of receiving a full refund of the total amount paid to Rivaro Travel (except any amendment fees). In addition, unless the cancellation has been caused by "force majeure" or "low bookings" (defined in Clause 6 below) compensation will be paid on the scale set out in Clause 4 above. Rivaro Travel will never cancel a package within 30 days of departure except for reasons of "force majeure" (check below).

8. Force Majeure/Low Bookings

8.1 Force Majeure
Includes war, threat of war, riot, civil disobedience or strife, industrial dispute, terrorist activity, natural or industrial disaster, fire, adverse weather conditions, level of water in rivers, technical or maintenance problems with transfer, unforeseen operational decisions of air carriers such as changes of schedule, or any unforeseeable or unavoidable event beyond our control.

8.2 Low Bookings
Is where the number of persons who have booked a particular arrangement is less than the minimum required to make it viable.

9. Pricing Policy

All fares and other information displayed on our website are subject to availability. Once a confirmation invoice has been issued the price shown on that invoice may only vary as outlined below or if you amend your booking (see Clause 3). (a) Holiday arrangements excluding packages: While every effort is made to avoid surcharges, the right is reserved to pass on any cost increase levied by the suppliers. (b) "Packages": Prices may only be changed to reflect government action, increase in transportation costs (e.g. airfares and cost of fuel), changes in dues and taxes (including VAT) or fees payable for services (e.g. landing taxes or embarkation/disembarkation fees at ports and airports) or to reflect fluctuations in exchange rates. In all cases Rivaro Travel will absorb an amount equivalent to 2% of the invoice price (excluding amendment charges). Only amounts in excess of the 2% will be passed to you.

10. Passport / Visas / Health / Insurance

Compulsory passport, visa, health, and insurance information for the journey must be obtained by yourselves. It is your responsibility to comply with the information provided and to any loss that may arise due to failure to comply. Rivaro Travel does not hold responsibility for ensuring the entry requirements for customers are met. You may check your travel visa requirements by visiting the Home Office and Foreign Commonwealth & Development Office website which contains the most up-to-date information on visa, passport, health, and further travel advise for British national travellers.

UK Home Office

UK Foreign Commonwealth & Development Office

11. Suppliers' Conditions

Please note that, as between you and any of the suppliers whose services form part of your booking, the suppliers' standard terms and conditions will apply. This is particularly important as Rivaro Travel acts only as a booking agent between you and the relevant suppliers. The suppliers' standard conditions may limit or exclude liability, often in accordance with international conventions. Copies of these conditions may be requested in writing, but up to 28 days must be allowed for delivery. Rivaro Travel strictly operates with ATOL & ABTA protected suppliers only.

12. Rights

Please note that a flight described as "direct" will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements, and the requirement for passengers to check in on time. Rivaro Travel is not liable if there is any change to a departure/ arrival time previously given to you or shown on your ticket. It is for this reason that all customers are advised to reconfirm their flights, with the airline, 72 hours prior to departure. Rivaro Travel is also unable to make any special arrangements for you if you are delayed; these matters are in the sole discretion of the airline concerned. Your ticket is your document of travel and the information on the ticket is deemed correct unless you advise Rivaro Travel within 72 hours of receipt.

13. Special Requests

If you have any special requests, these will be passed on to the relevant supplier but cannot be guaranteed by Rivaro Travel.

14. Departure Taxes

It is not always possible to include all departure taxes on your ticket. In some cases departure taxes must be paid locally and these are payable to the Government of the country departed and are non-refundable.

15. Delivery of Your Booking

The following applies to all products or services booked via our Site:

15.1 E-tickets
During the booking process, we issue you with e-tickets. Please note that airlines have their own rules and regulations with regard to e-ticketing. Rivaro Travel cannot be held responsible for non-compliance with these rules and regulations and strongly recommends that you check these details with your airline in advance of travel. Rivaro Travel send e-tickets and booking confirmation via postal services, but the cost of this service will be included in your final booking invoice. Rivaro Travel will not accept responsibility for documents mislaid or lost by the Royal Mail.

16. Queries and Complaints relating to your Booking

Please contact our customer services team, if you have any other enquiries or complaints relating to your booking prior to departure.

If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel prior to your return.

If you have any other enquiries or complaints relating to your booking during your stay, please contact our customer services team on your return and no later than 30 days after it is giving your booking reference and all other relevant information. If we or any of our Travel Supplier's require further information you must supply that promptly in writing. This simple procedure must be followed as we and our Travel Supplier's need to be able to investigate the problem and, where possible, rectify it quickly. In relation to Flight + Hotel Packages your failure to comply with this procedure could result in Rivaro Travel or its suppliers being unable to accept responsibility.

17. APIS

All airlines are required to collect Advance Passenger Information from passengers before travel to or from the USA and certain other countries. You agree to supply this information to Rivaro Travel and consent to Rivaro Travel passing this information to the airlines who may onward disclose it to foreign authorities. If you do not supply Advance Passenger Information, you may be refused entry to these countries. It is also important that the information is accurate so that you do not have any delay when you pass through Immigration on arrival in these countries. The information you will be asked to provide will depend on the country you are visiting but will include passport information, city and country of residence and destination address if travelling to the USA (for all travellers on your booking).

If you are travelling to a country that requires Advance Passenger information, Rivaro Travel will ask you to fill out this information on the confirmation page after you have completed your booking. If you do not have the information to hand, Rivaro Travel will send you an email confirmation containing a link where you can enter the information manually at any time before your departure. Failure to comply with this could result in you being denied boarding and Rivaro Travel will not be held responsible.

18. Customer Behaviour

It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to others or which risks damage to property belonging to others (including but not limited to drunkenness, air rage) whilst on your holiday or using a service/product. It is also the responsibility of the traveller to be at the airport at least 3 hours prior to the departure of his/her time of departure of flight. If your behaviour is inappropriate and/or causes offence, or damage to others, or risks damage to property belonging to others, we and/or our Travel Suppliers (e.g. airline staff) may cancel you booking, in which case we and our Travel Supplier's responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur as a result of such termination.

19. Use of the Site

The Site is provided on an 'as is' and 'as available' basis. Rivaro Travel does not accept any liability in respect of your ability to access or use the site at any time or any interruption in that access or use or any failure to complete any transaction. Rivaro Travel does not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.

20. Information on the Site

Rivaro Travel offers all of the general information on the Site for purposes of guidance only. Please note that Rivaro Travel may at any time change any aspect of the Site or its content, including the availability of any suppliers, features, information, database, or content. You need to check with the relevant Travel Supplier, destination, embassy, or tourist office to confirm the guidance is up to date. In particular, with respect to passports, visas, and vaccination requirements, Rivaro Travel does not guarantee that the information is always up to date and it is your responsibility to ensure that you understand and comply with all relevant passport, visa, vaccination, COVID-19 testing, and COVID-19 self-isolation requirements. Rivaro Travel does not guarantee that information on the Site (including without limitation prices, descriptions, or dates) is free from errors or omissions, but we will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been brought to our attention. By way of example, the majority of hotel and other accommodation descriptions are fed directly to our Site by the Travel Supplier.

21. User Obligations

You agree to be bound by the following obligations, including without limitation:

  • You accept financial responsibility for all transactions made under your name or account.
  • You must be 18 years of age or over and have legal capacity.
  • You warrant that all information you provide about yourself or members of your household and/or parties shall be true and accurate.
  • The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.
  • The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed, or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.

22. Denial of Access

Rivaro Travel reserves the right to deny access to the Site at any time without notice.

23. Links to Third Party Web Sites

The Site may contain hyperlinks to external web sites owned and operated by third parties. Rivaro Travel has no control over or association with such third-party sites and no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Any and all contents on these external web sites do not reflect products, services or information provided by Rivaro Travel. You should direct any concerns regarding any external link to the site administrator or webmaster of such site.

24. Copyright and Trademarks

The copyright and all proprietary rights in the Site and all content are reserved by Rivaro Travel. The material contained within the Site is the property of Rivaro Travel or its affiliates unless identified as belonging to third parties. The name Rivaro Travel and any other marks, logos and graphics of Rivaro Travel displayed on the Site are registered trademarks of Rivaro Travel or its affiliates. Other company and product or service names displayed on the Site may be the trademarks of their respective owners.

You are not granted any right or license to use any trademarks.

25. Privacy Policy

Please read separate Privacy Policy page.

26. ATOL

The air holidays shown are ATOL Protected by the Civil Aviation Authority, and we act as agents for licensed tour operators; the relevant ATOL number is displayed with each holiday shown. The flight bookings we make are also ATOL Protected, except when tickets for scheduled flights are sent to you within 24 hours of payment being accepted, or where your payment is made direct to airlines. ATOL Protection extends primarily to customers who book and pay in the United Kingdom. If your booking is ATOL protected, this will be clearly stated in your confirmation email. Visit www.atol.org.uk if you want to know more. Please note that Rivaro Travel is not an ATOL Protected agent.

27. Changes to Terms and Conditions

Rivaro Travel reserves the right to change or update the Terms and Conditions relating to use of the Site from time to time without prior notice to Users. The current version of the Terms and Conditions will be displayed within the Site from the date on which any changes come into effect. Continued use of the Site following any changes to the Terms and Conditions shall constitute your acceptance of such changes.

28. Governing Law

This User Agreement is between you and Rivaro Travel and is governed by the laws of England and Wales.

The Site is offered to you by Rivaro Travel, whose registered office is at 36 Cleveland, Bradville, Milton Keynes, Buckinghamshire, MK13 7BA, United Kingdom. Please note that this is also the address you should use for all correspondence regarding customer service.