Booking Conditions

YOUR FINANCIAL PROTECTION – Your holiday

and your money are fully protected when you book with Newmarket Holidays. In line with the EC Directive on Package Travel, Newmarket Holidays, offers complete financial protection for all customers through our ABTA and ATOL bonds. BOOKING – Providing clear, correct information when making your booking is essential, for it is from this information that we make your reservation and our contract with you. The person to whom all correspondence, invoices and joining instructions are to be sent, should be entered as the first name. It is also their address and telephone number(s) that should be shown and it must be they who accept these Terms and Conditions before completing a booking. Other names are required by airlines, insurance companies, hoteliers etc., so please be accurate. For foreign holidays it is essential that these names match those on the passports. If any member of your party, e.g. newlyweds, changes their name between booking this holiday and travelling, it is important to provide these details so that we can issue the tickets in the new name. If there is not time to amend the passport the marriage certificate should be carried in the passport. We need to know the number of children under the age of two, and those between the ages of two and 16 who may qualify for a 10% discount if they are sharing a room with two adults where a specific child price is not shown. We do not accept bookings from any unaccompanied passengers under the age of 18. In order to travel aboard the ships, it is a requirement that passengers read and sign, or in the case of web bookings acknowledge that they have read, the Booking Conditions, which cover the detailed terms and conditions under which bookings are accepted. It is the passenger’s responsibility to ensure all the ship’s manifest information, including, but not limited to, full names, dates of birth, passport details, travel insurance and medical declarations are provided to the company in a timely manner. Failure to provide such information and assigned acknowledgement of our Booking Conditions could result in a delay in boarding at Embarkation or, in extreme circumstances, the permissions to board being refused. YOUR ITINERARY – We endeavour to follow the itinerary advertised in the brochure, although please note, due to water levels on the river and circumstances beyond our control, we may need to change the order in which the itinerary is operated, our ports of call, or our dayto-day activities. On the rare occasion this happens, the International Host will keep you fully informed. BROCHURE DETAILS – All information in this brochure was correct at the time of going to print and any errors are unintentional. The availability of some services, facilities and attractions may vary due to circumstances outside of our control, such as poor weather conditions and a change in water levels on the river, lack of demand and technical problems. We cannot predict these occurrences in advance and do not accept liability if attractions are not open or available, although we will do our best to provide alternatives. DELAYS – Occasionally, flights, the ship and trains may be delayed due to circumstances beyond our control. In such cases, we will do our utmost to help you and keep you fully informed. In the event of extended overnight delays, depending upon circumstances, we will endeavour to provide accommodation. In the case of a major delay to your homeward journey, we shall endeavour to delay the departure from the ship.

Please read carefully

We want you to enjoy every minute of your A-ROSA cruise, and we’ll do our very best to try to ensure that it lives up to your expectations. We believe that our more than 30 years of tour operating experience, together with the reputation we have for quality and value, should give you the confidence to book with us. To give you further peace of mind, we accept your booking on the basis of our Terms and Conditions, which are designed to clarify the contractual obligations between us. Please spend some time reading them carefully, and please feel free to contact us should anything be unclear.

Your Contract With Us

1 YOUR BOOKING - Your booking, once accepted and confirmed in writing to you, represents a contract between all persons named on the Booking and Newmarket Holidays Ltd (The Company). When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. The contract is based on the information given in the brochure and the terms laid out in the following Booking Conditions. This agreement is governed by English Law and jurisdiction is conferred on the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply). We do not accept bookings from any unaccompanied passengers under the age of 18. 2 YOUR PAYMENT - Your Confirmation of Reservation includes an invoice showing the deposit paid and the final balance due. The outstanding amount must be paid by the due date. Should we not receive payment by this date we shall cancel your travel arrangements, in which case you could be liable to pay cancellation charges according to the scale set out in ‘Your Cancellations’ below. N.B. 1: The person making the booking with us does so in accordance with these Terms and Conditions and with the understanding that the information they provide is a requirement of the contract between us. He/ she becomes directly responsible to the Company for the payment of the total holiday price and if applicable, and where appropriate, for the cancellation charges and disbursements of any funds. The person making the booking does so on behalf of all persons named on it, and is responsible for ensuring that all the Personal Data provided is accurate and for ensuring that all persons named on the booking are aware of these Terms and Conditions and consent to the person making the booking acting on their behalf in relation to this booking. 3 YOUR ALTERATIONS - If you want to change any of the details of your booking, we will always do our best to help. We will however make amendments charges of £50 per person as a contribution to our administrative expenses, any applicable rate changes, any costs incurred by us or imposed on us by any of our suppliers. We also reserve the right to make additional charges to cover in full any costs imposed on us by our suppliers. Only one amendment per booking can be made and 90 days or less before departure changes may not be approved. Charges must be paid when the amendment is requested and are non-refundable should you later decide to cancel. All amendments must be notified to us in writing, by telephone or by email by the person who made the original booking. Only one change of name is permitted per booking. N.B. 2: If an amendment involves a change of name, insurance premiums are not transferable. Where any change is made to a booking involving travel by air, we reserve the right to make additional charges to cover in full any costs charged to us by our suppliers. 4 YOUR CANCELLATION - You may cancel your

booking or part of it once it has been confirmed but the cancellation will only be valid if made in writing direct to the Company or by telephone to our Customer Service team and having answered the security questions. If the cancellation results in a person travelling alone, a single room supplement is payable. The amount payable on cancellation depends upon when we receive your written instructions - the more notice you give, the less we will charge. The different periods before departure date within which written instructions are received by Newmarket Holidays Ltd. and the amounts of cancellation charged in each period (shown as a percentage of the total holiday price excluding insurance premium which is not refundable) are as follows: 90 days or more before departure Loss of deposit 71 - 89 days 30% of total price (or deposit if greater) 50 - 70 days 50% of total price (or deposit if greater) 29-49 days 75% of total price (or deposit if greater) 28 days or less 100% of total price N.B. 3: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges. You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, w e will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office. Dates of your holiday may be changed, prior to the due date of the balance, only once and this will incur a fee. Further alteration of dates cannot be accommodated and will result in the cancellation of your holiday. 5 YOUR COMPLAINTS - In the unlikely event that you have problems whilst on holiday, you MUST report the matter to the on-board Passenger Services Officer IMMEDIATELY. If the matter is not then satisfactorily resolved, you must complete a written report (form available). You must then follow up any complaint in writing within twenty-eight of your return, including a copy of the original report form. If you fail to follow the requirement to report your complaint on board we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this contract. We operate a strict code of conduct which also conforms to European regulations on package travel and take any complaints received seriously. However, in order to be fair to all concerned, complaints will be considered only where the above procedure has been followed. 6 YOUR TRAVELLING CONDITIONS - Where

as part of the holiday you have booked your travel by air, land or sea, such travel will be subject to the terms and conditions of carriage of the airline, shipping, rail or coach company providing the transport. In most cases, the conditions will limit the carrier’s liability to you in accordance with international law. Should anyone be refused admission to the coach or ship, or to the destination country by the transport or government authority, then we are powerless to assist and cannot be held responsible. This includes any passenger who fails to advise us of any medical condition or disability. If you are prevented from travelling as a result, our responsibility for your holiday thereupon ceases. Full cancellation charges will apply and we will be under no obligation whatsoever for any refund, compensation or loss you may incur. Copies of the relevant parts of the Terms and Conditions are available on request.

HOLIDAY EXTRAS NOT BOOKED WITH

NEWMARKET - We cannot be held responsible for compensation in respect of any extras which are booked (e.g. travel insurance, transport including but not limited to flights and rail, currency, theatre tickets) with a third party, if we subsequently cancel your holiday for whatever reason. If you book your travel insurance with us, you would receive a full refund in this circumstance.

Our Contract With You

1 OUR CONFIRMATION OF RESERVATION

- When we have received your booking and deposit we will send you a Confirmation of Reservation which details exactly what is booked for you. From this moment Newmarket Holidays Ltd has accepted your booking on the terms set out in this Contract.

2 THE CRUISE PRICE - Once you have booked, we guarantee to not change the price of your holiday with us. SYSTEM ERRORS - We try hard to ensure that advertised prices are up to date, and reflect the price you will pay when you book. However, prices can change and errors can occasionally occur. We reserve the right to change and correct advertised prices at any time before your booking is confirmed. In the event of your Confirmation of Reservation showing an incorrect price for your holiday, the price that will prevail is the price confirmed to us by the cruise operator, as we act as a travel agent for these bookings. Accordingly you may not seek to rely on system errors with a view to obtaining a holiday at less than the correct price, and any contract entered into upon a mistake, such as a wrong costing due to system errors, is not valid or binding. 3 DATA PROTECTION – In order to confirm and process your booking, we need to collect Personal Data for all the people named on the booking. We reserve the right to process, store and share any and all of the information we collect with our suppliers as we deem necessary to fulfil the contract between us and to comply with national and international law.To find out more about how we use and protect your Personal Data, please visit www.newmarketholidays.co.uk/privacy 4 OUR ALTERATIONS - It is unlikely that we will have to make any changes to your holiday but we do plan your holiday arrangements many months in advance. Occasionally changes may be made, which we reserve the right to do at any time. Most of these changes are insignificant and we will advise you at the earliest possible date. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation/cabin to another of the same or higher standard, changes of carriers, cancellation of an optional excursion. A significant change is one that we make to your holiday arrangements before departure that involves changing your resort area, or time of departure or return by more than twelve hours, or offering accommodation/cabin with a lower official classification than that advertised (except the latter in the case of en route tour hotels). If a significant change becomes necessary we will inform you as soon as is reasonably possible if there is time before your departure. When a significant change occurs you will have the choice of either accepting the change of arrangements, purchasing another available holiday from us (we will refund any price difference if alternative is of lower value), or cancelling your holiday and receiving a full refund of

all monies paid (we will also provide a full refund of your travel insurance premiums if you purchased insurance from us). When a significant change occurs, provided it does not arise from circumstances amounting to force majeure (see below), we will pay compensation as detailed below, based on how far ahead of departure the change is advised: Charge 15 - 28 days £10, 0 - 14 days £25 N.B. 4: We will not pay you compensation where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport. 5 OUR CANCELLATIONS - We reserve the right

to cancel your holiday and in this event we will return to you all money you have paid to us or will offer you an alternative, available holiday to purchase of comparable standard. In no case, except for reasons of war etc, (see N.B. 4, above) will your holiday be cancelled after the date when your final balance becomes due. 6 OUR COMPLAINTS PROCEDURE - Newmarket

Holidays Ltd is a Member of ABTA with membership number V7812. ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to y ou by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. We can normally agree an amicable settlement of the few complaints we receive. However, if we cannot agree, disputes arising out of, or in connection with this Contract may (if the customer so wishes) be referred to ABTA. Go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa. eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved. Redress under this Scheme requires written notice requesting arbitration to be made within nine months of scheduled date of return from the holiday. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/ or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday. N.B. 5: This entire clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday. 7 OUR RESPONSIBILITY FOR YOUR HOLIDAY

- (a) Although we have no direct control over services provided to you by independent suppliers we accept responsibility for the reasonable standard of the holiday which you book. If any part is not provided as promised, we will pay you appropriate compensation if this has affected the enjoyment of your holiday. (b) We accept responsibility if you or any person named on the booking suffers bodily injury, illness or death due to the negligent acts and/or omissions of: (i) our employees or agents; or (ii) our suppliers or sub-contractors, servants or agents whilst acting within the scope or in the course of their employment to provide any service or arrangement forming part of the holiday that you have booked with us save that we do not accept responsibility for any air or sea carriers whose liabilities are limited by the relevant International Conventions. Any such claims will be subject to and dealt with in accordance with English Law, and will be subject to the jurisdiction of the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply). (c) We shall give you assistance in the event that you suffer illness, personal injury or death during the period of your holiday overseas arising out of an activity which does not form part either of the holiday arrangement with us or an excursion offered through us. This assistance will include advice and guidance and, at our discretion and where appropriate, financial assistance subject to our spending a maximum amount in this regard on behalf of yourself and any other person named on the booking of £5,000 in total. (d) In the event of a claim under this clause against us by you or any person named on the booking we reserve the right to claim in your place against the person or corporation responsible for the act, default or omission giving rise to the claim and you hereby agree to assign to us all your rights under this clause and we will be subrogated to those rights and you hereby agree to assist us fully in the event that we enforce the rights which have been assigned to us or to which we are subrogated. (e) We take the safety and security of our clients extremely seriously. If the Foreign Office advises that people should not visit a particular country, then we would act on this. However, we are sure you appreciate from press and television coverage that the political, economic and social conditions in many countries are not as stable as we are used to. Sadly crimes against both people and their property are a fact of life the world over, and when in a foreign county it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive camera equipment etc. Travellers have the same responsibility for their personal safety and that of their possessions, as they do at home. As situations in countries can change rapidly, we would suggest you may wish to visit the Foreign Office Travel Advice website at www.gov.uk/foreign-travel-advice for up to date information and advice regarding safety BEFORE BOOKING YOUR HOLIDAY. Newmarket Holidays Ltd operate to many parts of the world, some of which do not conform to British health and safety standards. We request that all our hotels comply with the local regulations applicable in their country for health and safety but we cannot guarantee that these meet British standards.

8 TRAVEL INSURANCE - Because of the

importance of having adequate insurance cover we make it a condition of booking on all foreign holidays that you are covered by an insurance policy that it provides health cover including cover for pre-existing medical conditions. If you elect not to take our insurance, you will be required to provide us with the alternative cover you have in place, including the name of the insurer, policy number and most importantly the phone number of the insurer’s Emergency Assistance service. You agree to indemnify Newmarket Holidays Ltd. for any costs that arise which would otherwise have been met had Newmarket Holidays Ltd insurance been taken. Please note that, if you take out our insurance, certain claims will be subject to an excess charge and that your insurance premium will be dependent on your date of birth. We have no liability for any loss or damage to luggage inflight or in transit. Any claims of this nature should be referred directly to your insurer.

9 FINANCIAL PROTECTION & REPATRIATION

- In line with the EC Directive on package travel, Newmarket Holidays Ltd offers complete financial protection for all customers. Newmarket Holidays Ltd is a fully-bonded member of ABTA - The Association of British Travel Agents (membership number V7812), ensuring both your financial protection and high standards of professionalism and reliability. Therefore you can book and travel with Newmarket Holidays Ltd in total confidence that your money and your holiday are safe. In the unlikely event of the company failing while you are abroad, the ABTA bond will be used to repatriate you. When you buy an ATOL protected flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative).In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). 10 PASSPORT, VISA, IMMIGRATION AND

HEALTH REQUIREMENTS - It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your Doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. You must notify us regarding next of kin details and any other important information we request before you travel. A full 10 year British passport is required for all of our holidays, and your passport must be valid for a full 6 months following your date of return to the UK. If you do not hold a valid 10 year British passport, please note it can take up to twelve weeks to obtain a new one. 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 the Embassy or Consulate of the country(ies) to or through which you are intending to travel. You must ensure you have the correct travel documents in your possession before departure, failing which you will be liable for any costs, which you or we may incur as a result. Please note that, very occasionally, a last minute change may entail entering an additional country. Please note children must now have their own passport. For all passport enquiries contact the UK Passport Agency on 08705 210 410 or www.homeoffice. gov.uk/agenciespublic-bodies/ips

Important Information

SUPPLIERS’ CONDITIONS - Many of the services

which make up your holiday are provided by independent suppliers. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions and particularly the Terms and Conditions of Carriage at Sea of the carrier providing your Cruise are available on request from ourselves. FITNESS TO TRAVEL - We strive to give all our customers full care and attention, but we do need to know at the time of booking if there are any special needs or requirements. It is particularly important that we are advised of any disabilities and also if you intend to bring any specialist equipment such as a wheelchair with you. Please make sure that you send in full details, quoting your Booking Reference, as soon as you receive your booking confirmation. These will be acknowledged on your Confirmation of Reservation. If you have suffered from a serious medical condition recently, then you should consult with your Doctor about your fitness to travel. Please note wheelchairs and scooters cannot be used on board or at tender ports. SPECIAL REQUESTS - We endeavour to comply with any special request you may have by passing them through to the ship; however, we cannot guarantee that all requests will be met, since they may be outside our control.

ITINERARY - You will receive your final Itinerary and Journey Instructions approximately 10-14 days prior to departure, provided all payments have been made.

European river cruising, your way!

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Book online: www.newmarketholidays.co.uk Call us on: 0330 160 8100 To request a free brochure call 0330 160 7766 or visit www.newmarketholidays.co.uk/brochures

C136500 – 1st Edition – April 2020 F