ABOUT TBG

CUSTOMER SERVICE
POLICIES

TBG Travel Guru is a trading name of Thebackgalley Ltd, registered in England and Wales No. 10969556. Registered Office: 14 Buckswood Drive, Gossops Green, Crawley, West Sussex, England, RH11 8HP.

Product links unrelated to TBG Travel Guru are provided on a non-advised basis. This means that only TBG Travel Guru Product advice is given or implied and other product advice on this website is not given or implied and you are solely responsible for deciding whether the product is suitable for your needs. If you are not sure which is the right product for you, you should seek advice.

By clicking a product link, you are departing from TBG Travel Guru, and we cannot be held responsible for the accuracy of the information contained within the linked site.

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Term & Conditions

​​Sorry! We know you don't have time for Terms & Conditions but ours are made out nice and simple so it shouldn't take you long to read.

 

Please read all these terms and conditions.

 

So we can accept your booking and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with. If you are not sure about anything, just WhatsApp us on +44203 318 3265. Alternatively, you can email us at info@thebackgalley.co.uk

 

Your use of this website and our intellectual property

 

We retain the right, without any obligation, to modify, update, withdraw or deny access to this website at any time and without notice. If the need arises, we may suspend access to this website or close it down indefinitely.

 

Unless otherwise stated we own the copyright and any other intellectual property rights in all material on this website and in our publications (or are licensed to use the same). Materials include, but are not limited to, the design, layout, look, appearance, graphics and documents on this website, as well as other content such as articles and other text.

 

Application

 

These Terms and Conditions will apply to the purchase of the services by you (the Customer or you). We are Thebackgalley Ltd whose trading name is Thebackgalley a company registered in England and Wales under number 10969556 whose registered office is at 14 Buckswood Drive, Gossops Green, Crawley, West Sussex, RH11 8HP with email address; telephone number 07491106101; (the Supplier or us or we).

 

These are the terms on which we sell all Services to you. By booking any of the Services, you agree to be bound by these Terms and Conditions. You can only purchase the Services and Goods from the Website if you are eligible to enter into a contract and are at least 18 years old and acting in good faith.

 

Our relationship with you as a supplier:

 

We are not a Travel Agent or Tour Operator or Sellers of Flights, Hotels, Transfers and in no way aim to compete with them. We are an advice service set up to help you find the best deals on all travel components and help you on an informative basis while you are Pre Trip, On your Trip and Post Trip.

 

We aim to act responsibly and if we feel you would be better suited to a Travel Agent / Tour Operator we will recommend them to you.

 

We are not legally responsible for your misuse of any information given by us. We are not responsible/liable for any companies recommended. If you start a contract with any companies recommended then our contract with you ends. 

 

Any complaints with companies recommended or mentioned are to be taken up with them directly and have nothing to do with us. 

 

We agree to recommend companies we trust and can help you if we agree too.

 

Interpretation

 

Consumer means an individual acting for purposes which are wholly or mainly outside his or her trade, business, craft or profession;

 

Contract means the legally-binding agreement between you and us for the supply of the Services;

 

Delivery Location means the Supplier's premises or other location where the Services are to be supplied, as set out in the Order;

 

Durable Medium means paper or email, or any other medium that allows information to be addressed personally to the recipient, enables the recipient to store the information in a way accessible for future reference for a period that is long enough for the purposes of the information, and allows the unchanged reproduction of the information stored;

 

Goods means any goods that we supply to you with the Services, of the number and description as set out in the Order;

 

Order means the Customer's order for the Services from the Supplier as submitted following the step by step process set out on the Website;

 

Privacy Policy means the terms which set out how we will deal with confidential and personal information received from you via the Website;

 

Services means the services advertised on the Website, including any Goods, of the number and description set out in the Order;

 

Website means our website on which the Services are advertised.

 

Services

 

The description of the Services and any Goods is as set out on the Website or other forms of advertisement. Any description is for illustrative purposes only.

 

In the case of Services advised to your special requirements, it is your responsibility to ensure that any information you provide is accurate for our advice to be of use.

 

All Services which appear on the Website are subject to availability.

 

We can make changes to the Services which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.

 

Website accuracy

 

Although Thebackgalley makes every effort to ensure the accuracy of the website information and pricing, regrettably errors do occasionally occur. You must therefore ensure you check the information given and all other details of your chosen arrangements with us at your consultation.

 

Customer responsibilities

 

You must co-operate with us in all matters relating to the Services, provide us and our authorised employees and representatives with access to all information required to perform the Services well and obtain any necessary licences and consents (unless otherwise agreed).

 

Failure to comply with the above is a Customer default which entitles us to suspend performance of the Services until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you by email.

 

Passports, visas, health requirements and travel documents

 

It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure and for ensuring that you meet any foreign entry requirements. A full and valid passport is required for destinations we feature (including children) and Visas (transit, business, tourist or otherwise) may be required for some destinations and depending on the passport you hold. Requirements may change and the length of time it is likely to take to obtain the appropriate passports and visas will vary. It is your responsibility to check the up to date position and you should make any applications for passports and/or visas in good time before your departure. Thebackgalley accepts no liability if you or any member of your party are refused entry into any country due to failure to hold the correct passport, visa and/or other travel documentation required by any airline, authority or country you are visiting or transiting through (whether or not you are required to leave the aircraft) including but not limited to a valid ESTA as referred to in the clause below

 

If you are a British citizen you are advised to contact HM Passport Office for up to date information on your passport requirements. If you or any member of your party is not a British Citizen or holds a non-British passport, you must check passport and visa requirements with your relevant Embassy, consulate or passport office for information on visa and passport requirements relevant to your Travel Arrangements and your return to the UK, and the consulate or Embassy in the destination(s) in which you are intending to travel, prior to booking. Thebackgalley has no special knowledge or expertise regarding foreign entry requirements or travel documents. We recommend that you review travel warnings, announcements, prohibitions and advisory notices issued by all relevant governments regularly prior to your departure. Some destinations may require a letter of authority if children are not accompanied by both legal guardians. Please check with the authorities in the relevant destination if this applies.

 

USA - Travel Authorisation (ESTA) 

It is mandatory for anyone travelling to or transferring through the US under the Visa Waiver Program, to obtain approval to travel no later than 72 hours prior to travel by completing an online process ESTA (Electronic System for Travel Authorisation) scheme. The cost of an ESTA is currently approximately $14 per person and can be obtained by visiting https://esta.cbp.dhs.gov or the Visit USA Website at www.visitusa.org.uk where further information on the scheme and the up to date fee can also be found. Once completed and approved, the ESTA application is valid for two years and allows multiple visits without the need to reapply. Failure to obtain an ESTA could result in the passenger being denied boarding by the airline.

 

Health Requirements

 

You should consult your doctor for current recommendations and information on inoculations or vaccinations before you depart relevant to the destination you will be visiting or transiting through during your trip. It is your responsibility to ensure that you are fit to travel and meet all health entry requirements, obtain recommended inoculations, vaccinations take all recommended medication and follow all medical advice before departure. For medical advice regarding all destinations you intend to visit or transit through during your trip you should consult your doctor and the Department of Health’s website in advance. We recommend that you take evidence of your up to date inoculations or vaccinations with you when travelling as it may be required for entry into a country or destination.  Thebackgalley shall not be liable if you are refused entry into any country or destination because you cannot show that you have received all required inoculations or vaccinations or because you do not satisfy the health requirements of any destination.

 

Travel to certain destinations may involve greater risk than others.  You are strongly recommended to review any travel warnings, prohibitions, announcements or advisories issued or updated by The Foreign and Commonwealth Office Travel Advice Unit prior to booking your international travel arrangements and regularly prior to departure.

 

Insurance

 

We consider adequate travel insurance to be essential and we strongly advise you and all members of your party to obtain it prior to departure for the full period of your trip booked. It is your responsibility to ensure that the insurance policy you purchase is suitable, covers your requirements (including but not limited to health requirements and car hire requirements) and is adequate for your particular needs and travel arrangements. Please read and take it with you on holiday.

 

 

 

Prohibitions on your use of this website

 

You may not use this website for any purpose that is unlawful or prohibited by these terms and conditions. In particular, but not exclusively you are prohibited from posting or transmitting to or from this website any material:

 

  • That is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience

  • For which you have not obtained all necessary licences and/or approvals

  • Which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the intellectual property rights of any third party, in any country in the world, or

  • Which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).

 

We shall fully cooperate with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of this section.

 

Personal information

 

We retain and use all information strictly under the Privacy Policy.

 

We may contact you by using e-mail or other electronic communication methods such as Telephone, WhatsApp, Facebook, Twitter and you expressly agree to this.

 

Basis of Sale

 

The description of the Services and on our website does not constitute a contractual offer to sell the Services. When an Order has been submitted on the Website, we can reject it for any reason, although we will try to tell you the reason without delay.

 

The Order process is set out on the Website. Each step allows you to check and amend any errors before submitting the Order. It is your responsibility to check that you have used the ordering process correctly.

 

A Contract will be formed for the Services ordered only when you receive an email from us confirming the booking. You must ensure that the Booking Form is complete and accurate and inform us immediately of any errors. We are not responsible for any inaccuracies in the Order placed by you. By placing a Booking you agree to us giving you confirmation of the Contract by means of an email with all information in it (ie the Booking Confirmation Reply). You will receive the Booking Confirmation within a reasonable time after making the Contract before the performance begins of any of the Services.

 

Any quotation or estimate of Fees (as defined below) is valid for a maximum period of 1 day from its date unless we expressly withdraw it at an earlier time.

 

No variation of the Contract, whether about the description of the Services, Fees or otherwise, can be made after it has been entered into unless the variation is agreed by the Customer and the Supplier in writing.

 

We intend that these Terms and Conditions apply only to a Contract entered into by you as a Consumer. If this is not the case, you must tell us, so that we can provide you with a different contract with terms which are more appropriate for you and which might, in some respects, be better for you, eg by giving you rights as a business.

 

Fees and Payment

 

The fees (Fees) for the Services or other charges is that set out on the Website at the date we accept the Order or such other price as we may agree in writing. Prices for Services may be calculated on a fixed price or on a standard daily rate basis.

 

As we have not opted into VAT, Fees and charges DO NOT include VAT at the rate applicable at the time of the Order.

 

You must pay by submitting your credit or debit card details with your Order and we can take payment immediately or otherwise we can set up a PayPal order with you.

 

Delivery

 

We will deliver the Services, within the agreed period or, failing any agreement:

 

a. in the case of Services, within a reasonable time; and

 

b. in the case of Goods, without undue delay and, in any event, not more than 1 day after the day on which the Contract is entered into. Unless agreed with you on a set time and day to deliver.

 

Other than in events beyond our control, if we do not deliver the Services on time, you can require us to reduce the Fees or charges by an appropriate amount (including the right to receive a refund for anything already paid above the reduced amount). The amount of the reduction can, where appropriate, be up to the full amount of the Fees or charges.

 

In any case, regardless of events beyond our control, if we do not deliver the Goods on time, you can (in addition to any other remedies) treat the Contract at an end if:

 

a. we have refused to deliver the Goods, or if delivery on time is essential, taking into account all the relevant circumstances at the time the Contract was made, or you said to us before the Contract was made that delivery on time was essential; or

 

b. after we have failed to deliver on time, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.

 

If you treat the Contract at an end, we will (in addition to other remedies) promptly return all payments made under the Contract.

 

Withdrawal and cancellation

 

You can withdraw the Booking by telling us before the Contract is made if you simply wish to change your mind and without giving us a reason, and without incurring any liability.

 

This is a distance contract (as defined below) which has the cancellation rights (Cancellation Rights) set out below.

 

Right to cancel

 

Subject as stated in these Terms and Conditions, you can cancel this contract within 1 hour before agreed time to make contact without giving any reason.

 

The cancellation period will expire after 1 hour from the agreed consultation on which you acquire.

 

To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision (eg a letter sent by post, fax or email). In any event, you must be able to show clear evidence of when the cancellation was made.

 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Commencement of Services in the cancellation period

 

We must not begin the supply of a service (being part of the Services) before the end of the cancellation period unless you have made an express request for the service.

 

Effects of cancellation in the cancellation period

 

Except as set out below, if you cancel this Contract within time, we will reimburse to you all payments received from you,

 

Payment for Services commenced during the cancellation period

 

Where a service is supplied (being part of the Service) before the end of the cancellation period in response to your express request to do so, you must pay an amount for the supply of the service for the period for which it is supplied, ending with the time when we are informed of your decision to cancel the Contract. This amount is in proportion to what has been supplied in comparison with the full coverage of the Contract. This amount is to be calculated based on the total price agreed in the Contract or, if the total price were to be excessive, on the basis of the market value of the service that has been supplied, calculated by comparing prices for equivalent services supplied by other traders. You will bear no cost for supply of that service, in full or in part, in this cancellation period if that service is not supplied in response to such a request.

 

Conformity

 

43. We will supply the Services with reasonable skill and care.

 

44. In relation to the Services, anything we say or write to you, or anything someone else says or writes to you on our behalf, about us or about the Services, is a term of the Contract (which we must comply with) if you take it into account when deciding to enter this Contract, or when making any decision about the Services after entering into this Contract. Anything you consider is subject to anything that qualified it and was said or written to you by us or on behalf of us on the same occasion, and any change to it that has been expressly agreed between us (before entering this Contract or later).

 

Duration, termination and suspension

 

The Contract continues as long as it takes us to perform the Services.

 

Either you or we may terminate the Contract or suspend the Services at any time by a written notice of termination or suspension to the other if that other:

 

a. commits a serious breach, or series of breaches resulting in a serious breach, of the Contract and the breach either cannot be fixed or is not fixed within 30 days of the written notice; or

 

b. is subject to any step towards its bankruptcy or liquidation.

 

On termination of the Contract for any reason, any of our respective remaining rights and liabilities will not be affected.

 

Complaints

 

You agree to make a complaint to us in the first instance and allow us to resolve any concerns within a timely manner. 

 

We have up to 28 days to respond to your complaint.

 

You should make your complaint by email to info@thebackgalley.co.uk

 

Successors and our sub-contractors

 

Either party can transfer the benefit of this Contract to someone else, and will remain liable to the other for its obligations under the Contract. The Supplier will be liable for the acts of any sub-contractors who it chooses to help perform its duties.

 

Circumstances beyond the control of either party

 

In the event of any failure by a party because of something beyond its reasonable control:

a. the party will advise the other party as soon as reasonably practicable; and

b. the party's obligations will be suspended so far as is reasonable, provided that that party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer's above rights relating to delivery (and the right to cancel below).

 

Excluding liability

 

The Supplier does not exclude liability for: (i) any fraudulent act or omission; or (ii) death or personal injury caused by negligence or breach of the Supplier's other legal obligations. Subject to this, we are not liable for (i) loss which was not reasonably foreseeable to both parties at the time when the Contract was made, or (ii) loss (eg loss of profit) to your business, trade, craft or profession which would not be suffered by a Consumer - because we believe you are not buying the Services wholly or mainly for your business, trade, craft or profession.

 

Governing law, jurisdiction and complaints

 

The Contract (including any non-contractual matters) is governed by the law of England and Wales.

 

Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland.

 

We try to avoid any dispute, so we deal with complaints as follows: If you are genuinely not happy with the service we have provided you may talk to us for a refund. If we feel it is a genuine case, we will provide a refund to you. If we feel we have provided a good service we can look to resolve this with you in other means or deny your request. You agree to act in good faith throughout.

 

Changes to Terms and Conditions

 

Thebackgalley may from time to time change, alter, adapt, add or remove portions of these Terms and Conditions but if it does so it will post any such changes on this Web Site.