Your holiday booking is only made when The Dolphin and Whale Connection has issued a confirmation invoice. This takes place after we have received a completed and signed booking form, you have read the full terms and conditions, completed health declarations and sent payment of the relevant deposit.
An initial deposit of £250 per person is required together with the signed and completed Booking Form. If your booking is made less than 8 weeks prior to departure the full amount is payable. Holiday balances are payable by BACS or cheque. Cheques should be made payable to the Dolphin and Whale Connection.
Our holiday prices include all direct costs to suppliers activity providers and local guide services. These prices also include the administrative and service fees which are integrated into the total cost of the holiday. Any additional components of the holiday may appear as “bolt on “ items which may also include administrative service fees.
Cancellations by you
You may cancel your holiday at any time, provided that the cancellation is confirmed in writing by the person signing the booking form. The following scale will apply to cover administration charges and pre-payments for accommodation and boat charter undertaken by us:
Period before departure
• More than 70 days – Loss of deposit
• Between 69 to 43 days – 50% of the holiday cost
• Less than 42 days – 100% of the holiday cost
Our responsibility for your Holiday
We accept responsibility for ensuring that all component parts of your holiday are supplied to you as confirmed by us to you in travel details and that the services offered are a reasonable standard. If there is anything which you consider needs repairing or changing, or is not to your satisfaction, please notify us immediately and we will ensure the hotel responds to remedy the situation within 24hours.
If your holiday gets disrupted due to force majeur or airline disruption we will do everything we can to work around this. We will try to ofer you a replacement boat trip at a different time or organise alternative transfer arangements. This will be subject to availability. However The Dolphin and Whale Connection and our suppliers are not responsible for refunds or making alternative plans in these circumstances and compensation should be sought from your insurers.
During the course of your holiday, if weather or sea conditions mean you are unable to go to sea on a pre-booked trip with us you will be offered a sea trip on another day or a land based tour instead (of equivalent monetary value). If we are unable to reschedule or rebook another trip (either sea or a land based alternative) you will receive a refund of the money you paid for your sea based tour.
We do not offer refunds if you choose not to go out on a trip offered on your schedule. We also do not offer refunds if weather conditions have meant you were unable to go out to sea on scheduled occasions and there was no opportunity to provide replacement trips during your stay with us.
Replacement Trips and Refunds
We schedule trips early in the week to ensure you get out early and benefit from calm seas. However, if any trips are cancelled due to weather disruption, you will be offered a replacement trip on a day later in the week when the sea conditions are better. At the beginning of the week, the forecast will indicate best days. We suggest you also take the opportunity to do some land tours if you cannot go out to sea. It is rare to not get an opportunity to go out to sea during the 7 days, but in this unlikely event you will be offered a replacement land tour to be exchanged for your lost trips to sea. If you decline this offer, this is your responsibility and no refunds will be generated.
If you have pre booked land tours and a land tour becomes a replacement trip, then this cost will become a replacement trip and you will not be charged.
Because of the nature of our holidays it is not possible to include all information concerning holiday details in our brochure. All arrangements for your holiday will be included in your confirmation invoice and you will be sent full terms and conditions to sign and send back to us.
Because of the physical nature of our holidays it is an essential condition of your booking that there is adequate holiday insurance in place for each member of your party, to our reasonable satisfaction and in accordance with our recommended levels of cover. We will ask you to let us have written evidence of the insurance at least eight weeks prior to the commencement of the holiday ( or at the time of booking if made less than eight weeks before commencement) and we reserve the right to terminate any holiday if adequate insurance cover is not in place by then.
If you have any complaint you should make it known at the earliest opportunity to our local representative. You will be asked to complete a complaint form which, must be signed and returned and you will be given a copy. If the representative is unable to resolve the problem to your satisfaction you should contact our head office as soon as possible. If at the end of your holiday you feel that your complaint has not been properly dealt with you must first notify us in writing within 15 days of your scheduled date of return and we will do our best to resolve the problem.
The Dolphin & Whale Connection Ltd is a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with ”The Package Travel, Package Tours Regulations 1992” all passengers booking with The Dolphin & Whale Connection Ltd are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of The Dolphin & Whale Connection Ltd. This insurance has been arranged by Towergate Chapman Stevens through Zurich Insurance PLC. Confirmation of our policy can be viewed here.
In the unlikely event of Insolvency, you must Inform Towergate Chapman Stevens immediately on +44 (0) 1932 334140 or by email at firstname.lastname@example.org . Please ensure you retain the booking confirmation form as evidence of cover and value.
Policy exclusions: This policy will not cover any monies paid for Travel Insurance or any claim relating to Air Flights. Please ensure the Company you have booked with has the appropriate CAA / ATOL Bonds in place.
Health and Emergencies
Because our holidays involve travel in small boats in the open sea as well as swimming with dolphins the holidays can be physically strenuous. It is therefore vital and a condition of your booking that that you truthfully complete a medical declaration in respect of the health of each member of your party to enable us to give guidance on the advisability of taking any particular holiday or our supervision and making special arrangements for their safety and comfort while they are on holiday.If the sea conditions are too rough we will advise against entering the water or even going out on the boats. This decision is also made by the skipper and his word is final. If there are any changes to the health of any member of your party between the date of the health declaration and departure you must inform us immediately.We have the right to advise against participation in any of the activities if we consider your physical state to be unsuitable at any time during the holiday. This includes hangovers, sudden symptoms and in any way that you seem to be unwell. If you fail to comply or fail to fully inform us of the medical condition of any person we reserve the right to terminate the booking or holiday of that person without compensation.
Visas and Passports
No special requirements apply to persons travelling to the Azores on full British Passports; however, if this does not apply to you or any member of your party you must inform us.