Who we are
"We", "us" and "our" in Our Agreement means Cocohol, which is a
private limited company. Registered in
Pillaveedu, Nettayam, Kachani PO, Trivandrum
Our Agreement with You
Our Agreement with you is designed to protect your interests; it means you'll always get a fair deal when you book your holiday with Cocohol.
Your holiday booking
You can book the holidays and take up the offers advertised in website and brochure if they are still available. There may be other restrictions on some offers, but these are explained in the details of those offers. You will have to pay your deposit when you make the booking. By doing this, we are accepting the booking on the terms of this Agreement. If you book for a group then you accept the terms of this Agreement on behalf of the group. Next, we will send you a holiday Invoice to check the details of your holiday booking. If you are booking for a group, you are ultimately responsible for paying the holiday Invoice even though, by booking on behalf of the group, you are representing that each group member accepts that they are bound by this Agreement. If any detail on the Holiday Invoice is not correct, please inform us immediately.
Your holiday price
All prices in this brochure are accurate at the website/brochure launch date, but we reserve the right to change any of those prices from time to time. Prices can go up or down. Your Holiday Advisor will be able to tell you the up-to-date price of your chosen holiday and of any other services advertised in the website/brochure before confirming your booking. You would have to only pay the price indicated at this point of time in our brochure even if there are changes that comes up at later point of time.
If we change your holiday
We hope that we will not have to make any change to your holiday because your holidays are planned many months in advance. We sometimes do need to make changes in case of unforeseen circumstances. We reserve the right to do this at any time. We will let you know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your departure.
If we tell you about any of these changes after we have confirmed your booking, you can either accept these new arrangements or accept a replacement holiday from us of equivalent or closely similar standard and price, if one is available. We would take recommendation from you about the revised date of travel and try to accommodate for a revised holiday. If not, We would refund the amount paid by you less the administrative cost incurred in booking hotels and other facilities.
If we cancel your holiday
Our aim is to provide your holiday as booked. But if, for example, there is strike or non-availability due to unforeseen circumstance, we may cancel it. We reserve the right to cancel your holiday in any circumstances. If we cancel your holiday, you can either have a refund or accept a replacement holiday from us of equivalent or closely similar standard and price, (if one is available) starting from date of your suggestion. We would refund the full amount paid by in case we cancel the booking.
Changes from named accommodation for hotels and properties
We reserve the right to change to accommodation from the named one in the initial confirmation to a new one. Cocohol at regular intervals monitors the services offered by the hotels and other properties based on customer feedback. This would result in change of properties from the initial agreed one. We would always try to accommodate in a similar class of property as initially planned. If the class of hotel is better than the initially booked hotel/property, Cocohol reserves the right to change you for the same. If the hotel standard is less than initially booked property, Cocohol would pay you back the difference amount.
Changes to your flights
Cocohol at this point does not take responsibility for flights of customers. In the case of change in the flight schedule from the initial one, you need to inform us sufficiently in advance. We would try to accommodate the change as far as possible. Cocohol reserve the right to disapprove of the revised date of travel is there are issues in re-confirming the hotels/properties and transport facilities. In case of availability Cocohol would change an administrative fee of 100 USD for each of the package. You also have to pay the amount incurred as difference from the initial price for any hotel accommodation and travel charges.
Important note - events beyond our control
Events beyond our control include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, technical problems with transport beyond our control or that of our suppliers, closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events. In these case Cocohol does not hold responsibility of cancellation of holiday packages.
Our responsibility for your holiday
We will arrange for you to receive the services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or by independent suppliers contracted by us.
We are responsible for making sure that each part of the holiday you book with us is provided to a reasonable standard and as described. If any part of your holiday is not provided as described and this spoils your holiday, we will pay you appropriate amount. This is subject to the complaints under consideration. We reserve the right to disapprove of any claims based on the nature of complaint.
We have taken all reasonable care to make sure that all the services which make up the holidays advertised by us, or which form excursions available from our representatives, are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided.
Paying for your holiday
Further to information on the availability of a given tour package the tour can be booked, if it is being booked 3 months prior to the date of travel, 25% of the total cost needs to be paid through one of the following options.
- Credit Card
We accept MAESTRO VISA MASTERCARD
- Demand Draft
We would acknowledge receipt of the payment by e-mail/ mail. The tour package is confirmed only after receipt of the amount. You would be provided with a unique tour id for the specific package along with a detailed tour itinerary, checklist of essential things and other relevant details.
The final 75% of the payment need to be made at least 8 weeks (2 months) prior to the date of travel.
The package is deemed as accepted by COCOHOL only on receiving the full amount of the tour package. If the package is booked less than 2 months prior to the date of travel, 100% of the payment needs to be made outright. Confirmation of the payment and a detailed itinerary would then be sent by e-mail.
The accommodation we arrange for you must only be used by those people named on your Holiday Invoice (or on any Final Invoice issued). You are not allowed to share the accommodation or let anyone else stay there.
If you change your booking
If you want to change any details of your booking (such as changing to a different hotel or changing your departure date or airport) or to cancel an optional extra you have booked, we will do our best to help. Unless we agree otherwise when you book your holiday, the first person named on the booking must tell us about any changes which need to be made. We charge an 'amendment fee' for each person named on the booking and for each detail of the booking which you change. If you make the change more than 12 Weeks before departure, the fee will be 50 USD per Package. If you make the change within 12 weeks of departure, the amendment fee will be 75 USD.
The price of your new holiday arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you booked your holiday.
Some types of accommodation (such as apartments, or hotel rooms with reductions for three adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your holiday cost based on the new number of people going. If fewer people share the accommodation, then the cost for them may go up.
If you are unable to take the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions:
- You must sign an amendment/cancellation form authorizing us to make the transfer.
- The person to whom you transfer your booking must comply with all terms of the existing booking.
- That person must sign a booking form accepting the transfer and the terms of Our Agreement.
- We will charge a fee of 50 USD per person if the transfer is more than 12 Weeks before departure or 75 USD per person if the transfer is within 12 Weeks (but more than 14 days) of departure to cover the costs of processing your transfer. This will be added to the new Holiday Invoice issued to that person.
- You will remain responsible for the payment of any balance on that new Holiday Invoice (or any Final Invoice issued) should that person fail to pay it;
- You cannot transfer a booking within 14 days of departure date.
Please note: Name change, and or departure time changes are not always allowed by the airline. Whilst we will do our best to change the details of the booking, please bear in mind that most scheduled airlines treat name changes as a cancellation and charge accordingly. These charges will be passed on to you. Once tickets have been issued, and sometimes even before they have been issued, any changes made to the ticket, including names or initials, will result in your having to pay for the cancelled ticket and buy a new ticket at full cost. Please check with your travel agent regarding the same.
If you cancel your holiday
If you wish to cancel the tour package, we need to be informed at least 3 weeks prior to scheduled day of travel. If 100% of the amount is paid 70% of the amount will be reimbursed through the following payment option.
- Credit Card
- Direct Bank transfer
You receive the amount within one month from the date cancellation. If you make the cancellation two months in advance of the date of travel, you will reimbursed 50% of the initial (25%) of the payment made for the tour package.
In all cases cancellation would have to be informed through E-mail/mail. The person who made the booking must inform us about the cancellation.
The full amount cannot be reimbursed due to the operational cost incurred by Cocohol and for the initial payments made to hotels and other agencies for initiating the tour package.
If you have a complaint
If you have a complaint about your holiday, please tell your Local representative immediately. They have the power to deal fully with your complaint. It is always easier to sort things out on the spot, when your Local representative can see and understand the exact nature of the problem. If they cannot sort things out, they will ask you to record details of the problem on a 'holiday report' form and will give you a copy of the form. You must also report the problem to the supplier of the service you are complaining about.
If your complaint was not sorted out abroad, you must then follow it up by writing our address or e-mailing us within 28 days of returning from your holiday. Please write your holiday reference number and the number of your holiday report form on your letter, and include your daytime and evening telephone numbers. Please submit any complaint within 28 days to allow it to be investigated properly.
We will respond to all complaints within 48 hours of receipt of the complaint.
We reserve the right to refuse to accept you as a customer or continue dealing with you if your behavior is disruptive or affects other holiday makers or is threatening or abusive towards our staff or resort, on the telephone, in writing or in person. In such circumstances no refunds or compensation will be paid to you.
When you purchase a tour package please remember that, in addition to these terms, you will be subject to the terms and conditions of the third party supplier, such a supplier could include a tour operator. Please contact us about who will be able to provide those terms and conditions to you.
Any visa, passport and inoculation requirements are your responsibility and failure to obtain the relevant documentation is not the responsibility of Cocohol.