Terms and Conditions

TLC Worldwide Travel Ltd Terms and Conditions

 

LEGAL INFORMATION

Website owned by:

TLC Worldwide Travel Ltd

54 Baker Street

London

W1U 7BU

Company Registration Number 13047019

Malaysian Foreign Branch Number:

 

Website hosted by:

Vibe Systems Ltd.

Falcon House

Primett Road,

Stevenage,

SG1 3EE

Company Registration Number 09513624

 

GENERAL CONDITIONS

Except where otherwise specified, we, TLC Worldwide Travel Limited, a company registered in England with company number 13047019 and registered as a Foreign Company in Malaysia with company number 202302000026 (995875-D) and registered office address of Watson House 1st Floor, 54 Baker Street, London, United Kingdom, W1U 7BU trading as ‘Travel Credits’, act only as a travel credit redemption platform agent in respect of all bookings we take and/or make with your travel credits on your (“you” or “your” or “the user”) behalf.

TLC Worldwide Travel Limited (hereinafter referred to as “TLC” or the “Agency” or “we” or “our” or “us”) is the owner of this website known as ‘Travel Credits’, and these Terms and Conditions, together with the Privacy Policy, Cookies Policy and the Data Protection Policy, are the legal framework that governs the use of this website (www.travelcredits.com). TLC reserves the right to amend and/or update all or any part of these Terms and Conditions at any time without notice to you. The updated version of these Terms and Conditions will be posted on our website with the revised effective date. We recommend that you  check our website for any updates regularly/ before using our services.

We accept no liability in relation to any contract you enter into or for any hotel stays, travel arrangements or other services you purchase (hereinafter referred to as “Arrangements”) or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any Arrangements. For all Arrangements, your contract will be entered with the supplier or provider of the Arrangements in question (hereinafter referred to as the “Supplier/Principal”) as appears on your booking confirmation email.

By instructing us to make a booking of the Arrangements, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:

  1. has read, understood and agreed to be bound by these Terms and Conditions, and any amendments, revision and/or updates thereof;
  2. consents to our use of his/her/their personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data/ sensitive personal data (such as information on health conditions or disabilities and dietary requirements);
  3. is over 18 years of age and resident in Malaysia and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services; and
  4. accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

 

If you do not agree with the above, please refrain from using our website and services.

  1. Our Role

When you make your booking, as a travel credits redemption platform, we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. hotel) of the Arrangements, as specified on your confirmation invoice.

As we are instructed to book the Arrangements on your behalf, we accept no responsibility for the acts or omissions of the Supplier/Principal or for their services and/or any Arrangements. Your booking with us is subject to these Terms and Conditions and the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s booking conditions may limit and/or exclude the Supplier/Principal's liability to you. Please ask us for copies of these if you do not have them.

Your booking is confirmed and a contract between you and the Supplier/Principal exists when we send you a booking confirmation on their behalf.

For the avoidance of doubt, we are a travel credit redemption platform providing the services of travel credit redemption and related services only. We do not provide any assistance beyond facilitating your redemption of travel credits and arranging for you to enter into a contract with the applicable Supplier/ Principal via taking your instruction to book the Arrangements with any travel credits that you have redeemed. We are not providing any type of travel agency services nor any other incidental services thereto.

 

2. Booking site - conditions of use

‘Travel Credits’ is an online booking platform at (www.travelcredits.com) which facilitates the users’ redemption of travel credits for the booking of Arrangements.

Users can redeem a Travel Credit by entering (i) a unique booking code (hereinafter the referred to as “Promotional Code”) and (ii) a pin number distributed after valid participation in one of the promotional campaigns organised by TLC (hereinafter the referred to as "Promotional Campaign”).

The Promotional Code, combined with a pin number is exchangeable for Travel Credit usable against a booking at a chosen participating venue/ hotel when booked via (www.travelcredits.com).

Access to this website is not permitted to persons under the age of 18.

The use of this online platform by any user deems automatic acceptance of these Terms and  Conditions.  

Bookings with travel credits redeemed on Travel Credits can only be made on this website (www.travelcredits.com) via the completion of the online booking form. Any booking made directly with the hotel will not be honoured nor reimbursed by TLC.

The list of participating hotels featured on this website remains subject to change, promotional availability and possible modifications.

The user is solely responsible for providing true and accurate personal data in the process of registering and redeeming the Promotional Code with travel credits.

TLC reserves full rights and prerogative to exclude or terminate the services offered on this website to you without any compensation and without prejudice to TLC’s right to pursue legal action and/or other actions that may be appropriate in law, in the event that any of the following occurs:-

  1. you fail to comply with any of these Terms and Conditions;
  2. you provide false personal data;
  3. you make or attempt to make fraudulent use of the platform;
  4. you use the platform in illegal manners or for unauthorised purposes;
  5. you use temporary and/or anonymous e-mail addresses.

TLC is not responsible if the user has not received the booking confirmation email from TLC due to incorrect personal data provided.

TLC will handle the personal data of the users in accordance with the Privacy Policy.

By continue accessing and using the services on the platform, the user agrees that he/she shall not:-

  1. introduce or disseminate on this website data programs that cause or may cause damage to the computer systems of this website, of the access provider, of its suppliers or of third-party users of the Internet network;
  2. carry out illegal or criminal activities or activities that infringe any regulation of the applicable legal system;
  3. reproduce, duplicate, or sell any content of this website;
  4. impersonate other users by using their Promotional Codes to enjoy the various services and/or content offered by this website. TLC reserves the right to require users to provide further verification of their entitlement to participate in the Promotional Campaign/ to redeem travel credits. 

If the user violates or breaches any of the Terms and Conditions outlined here or any other regulation of the applicable legal system and causes damage to TLC, the user shall be solely responsible for any legal consequences resulting from the aforesaid breaches, including but not limited to any claim, fine or sanction that may be imposed on TLC.

 

3 . Promotional code - conditions of use 

The Promotional Code will have a period of validity that will be defined in the specific terms and conditions of each Promotional Campaign.

The Promotional Code is nominative and will allow access to the platform as many times as necessary, during its period of validity only. No extension request will be accepted by TLC.

 

4. Booking

The booking process will be as follows:

  • A monetary value (i.e. the travel credit redeemed with the Promotional Code and the relevant pin number) will be shown in the user’s account appropriate for the Promotional Campaign. All or part of the travel credits will be applied to the total value of the hotel stay [OR Arrangements***] selected.
  • In the event that only part of the balance travel credits can be applied to the total value of the hotel stay [OR Arrangements***], the user will be required to pay the remaining balance. If the travel credits are sufficient to pay the total value of the hotel stay [OR Arrangements***], the user will not be required to make further payment.
  • Once the user has selected the hotel [OR Arrangements***] of his/her choice and made a booking, all booking details will be displayed on the booking webpage of our website and he/she must confirm the booking details.
  • Once the booking details have been confirmed by the user, we will proceed to submit the booking to the applicable Supplier/Principal and the user will automatically receive a booking confirmation email with the relevant details of the venue he/she has booked.
  • Please check that all names, dates, timings and other details in relation to the Arrangements are correct on receipt of all documents and advise us of any errors immediately. In the instance of international travel, please ensure that the name(s) stated in the documents are the same as in the relevant passport(s).

Please note that the booking information that you provide to us will be passed on only to the relevant Supplier/Principal of your Arrangements or other persons necessary for the provision of your Arrangements, save and except that the information may be provided to public authorities such as customs or immigration departments/officers if so required by them, or as required by law. This applies to any special category (sensitive) information that you provide to us such as details of any disabilities, dietary and/or religious requirements.

Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area (EEA), controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking.

Therefore in making a booking with us, you consent to this information being passed on to the relevant persons/authorities, if so required.

Full details of our Data Protection Policy are available upon request.

 

5. Payment

In order to book your chosen Arrangements, you must pay in full the price of the Arrangements as required by the applicable Supplier/Principal of the Arrangements. Payment can be made through (i) the monetary value (travel credits) in your Travel Credits account, and/or (ii) a combination of (i) and an accepted payment card.

Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for the Arrangements will be held by us on behalf of the Supplier/Principal and will be forwarded on to the Supplier/Principal in accordance with our agreement with the Supplier/Principal.

 

6. Prices

We reserve the right to amend advertised prices for any Arrangements at any time. We also reserve the right to rectify any errors in both advertised and confirmed prices.

Special note: changes and errors in the prices published on the website sometimes occur.  You must check the price of your chosen Arrangements at the time of booking. We shall not be liable to you for any inconvenience, loss or damages incurred due to any changes and/or errors occur.

In some instances, you may incur additional payment charges from your bank or currency conversion charges from our base currency, GBP, to your local currency.

 

7. Hotel loyalty programs

If you are a member of any hotel and travel loyalty program provided by the applicable Supplier/Principal, please note that your hotel and travel loyalty program benefits may not apply when you book hotel stay(s) / Arrangements through the Travel Credits platform.

It is your responsibility to check with the hotel [OR the applicable Supplier/Principal***] prior to your booking whether you will receive the relevant hotel and travel loyalty program benefits when you make booking through us (i.e. Travel Credits platform) and not directly with the hotel/ Supplier/Principal.

We are not able to facilitate any inclusion of hotel and travel loyalty program benefits for your booking in the event that your online booking through us is not eligible for the benefits based on the terms and conditions of the applicable Supplier/Principal.

 

8. Insurance

Many Supplier/Principals require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.

As a travel credit redemption platform, we do not provide any insurance policy subscription services nor recommend any specific insurance policy. Any and all subscription to any insurance policy shall be solely at your own discretion and action.

By using our services, you agree that any decision to subscribe to any insurance policies is made entirely on your own and you acknowledge that we shall not be held responsible for any loss, damages, claims or disputes arising from or related to insurance coverage or its absence during your stay and/or travels.

 

9. Special requests

If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking by emailing (customerservice_my@travelcredits.com). We will pass on all such requests to the Supplier/Principal which facilitates your travel arrangements.

However, we cannot guarantee that your requests will be fulfilled by the Supplier/Principal. We shall not be liable for any loss, damages, inconvenience or dissatisfaction caused if any request is not fulfilled or does not meet your expectation.

Alternatively, you may communicate/discuss any special requests directly with the Supplier/Principal.

 

10. Changes and Cancellations by you

Any request for booking cancellation or amendment to your booking must be sent to us in writing, by email to (customerservice_my@travelcredits.com). Your request will take effect upon your receipt of the written confirmation from our customer service team in respect of any changes to your booking.

Please note that all our customer service team operates from 09:00 to 15:00 (Malaysian Time) on weekdays (Monday to Friday) only, excluding public holidays [in Malaysia] (“Office Hours”). Any request received outside the Office Hours shall be deemed received on the next working day.

Please ensure that you have received written confirmation of any changes to your booking prior to travel.

Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will fulfil such requests. Amendments and cancellations to your booking can only be accepted in accordance with the specific terms and conditions of the Supplier/Principal of your Arrangements. We shall not be responsible for any loss, damages, claims or dispute arose if any requests are not fulfilled.

The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure).

Please note: some Supplier/Principals do not allow for amendments and therefore full cancellation charges will apply.

If the users choose not to travel and do not make any arrangements to change or cancel the booking, this will be classified as a ‘no show’. In this event, the users will lose their right to their hotel stay. Such users will not be able to rebook another stay lose access to their Travel Credits credit. The said users will have no right for any substitute offer, no compensation of any kind or cash equivalent by TLC.

 

11. Changes and Cancellations by the Supplier/Principal

We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change or cancellation to your confirmed Arrangements. In such cases, we will act as a liaison between you and the Supplier/Principal to discuss any alternative arrangements that may be offered by the Supplier/Principal.

Please note that our role is limited to facilitating the communication between you and the Supplier/Principal. While we aim to provide you with our best support, we shall not be liable for any claims, damages, or losses arising from any such communications,  changes or cancellations made by the Supplier/Principal and/or by you.

 

12. Our responsibility for your booking

Your contract for the Arrangements is solely with the applicable Supplier/Principal and its booking conditions apply. As a platform agent facilitating the redemption of travel credits, we accept no responsibility for the actual provision of the Arrangements. Our responsibilities are limited to facilitating your redemption of travel credits and submitting your booking to the applicable Supplier/Principal in accordance with your instructions. We accept no responsibility for any information about the Arrangements provided to us by the Supplier/Principal that we pass on to you in good faith.

However, in the event that we are found liable to you on any basis whatsoever, to the extent permitted by applicable laws, our maximum liability owed to you shall be limited to twice the cost of our earnings/fees on your booking based on our agreement with the Supplier/Principal  (“Maximum Liability”) (or the appropriate proportion of the aforesaid Maximum Liability if we are severally liable or if not everyone on the booking is affected).

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

 

13. Visa, passport and health requirements

Please note that any specific passport and visa requirements as well as other immigration requirements are under your responsibility. You should confirm these requirements directly with the relevant Embassies and/or Consulates. Neither we nor the Supplier/Principal accept any responsibility if you are unable to travel due to non-compliance with any passport, visa or immigration requirements.

Please note that these requirements may change between the time of your booking and your departure. Most countries now require passports to remain valid for a minimum of six (6) months after your return date.

We suggest you to consult with your healthcare provider in respect of any health-related formalities/requirements that may be necessary for your stay and/or travel, taking into account your individual specific circumstances (if any).

It is advisable that you gather information about local issues and conditions at overseas destinations prior to your stay and/or travel. Travel advice can be obtained from various sources including but not limited to local government authorities, consular offices in the region and the official website of your country’s Foreign Office. TLC makes no representations nor provide assurance as to the safety, conditions or other issues that may exist at any destination.

 

14. Complaints

If you wish to make any complaint about any services that we have provided to you (i.e. our booking services), please contact our customer service team directly at (customerservice_my@travelcredits.com).

Because the contract for the Arrangements is between you and the Supplier/Principal, any queries or concerns about your Arrangements should be addressed directly to them.

In the event that you encounter any issues or concerns with regards to your Arrangements during your stay/whilst utilising the services, you should immediately contact or report the same to the applicable Supplier/Principal. Any delay in reporting your issues or concerns to the Supplier/Principal may limit their ability to investigate and rectify the situation in a timely manner. As such, the amount of compensation that you may be entitled to (if any) may be reduced or extinguished altogether.

If you wish to make any complaint about the Arrangements when you return home, please write directly to the Supplier/Principal. You can reach them with their name and contact details provided in any booking confirmation documents that we sent to you via email.

We can assist you with this / [the lodgement of complaint to the Supplier/Principal] if you wish - please contact our customer service team.

 

15. Delivery of documents

All documents (e.g. booking confirmations / invoices) will be sent to you by email. Please ensure that you provide your accurate email address at the time of your booking.

If you require us to reissue any tickets or other documents, please email to our customer service team at (customerservice_my@travelcredits.com) and quote your username and the name of the Promotional Campaign. Please check your email regularly to ensure prompt receipt of any relevant communications from us.

TLC shall not be responsible for any loss incurred as a result of any email delivery failures (irrespective of the reason for such failures).

 

16. Accommodation Ratings and Standards

All ratings published on the booking platform are provided by the relevant Supplier/Principal. The ratings are intended to provide you a guidance as to the services and facilities that you may expect from your accommodation/Arrangements. The standards and ratings may vary between countries, as well as between Suppliers/Principals. We cannot guarantee the accuracy of any ratings published and we shall not be liable for any misrepresentation or any loss incurred due to any inaccuracy in the ratings.

 

17. Documentation & Information 

All descriptions and content published on our website or otherwise issued by us via email are done so on behalf of the Supplier/Principal. The descriptions and content are intended to present a general idea of the services provided by the Supplier/Principal [OR the Arrangements].

Please note that we are unable to include all details of the Arrangements / services provided on our website. All services [OR Arrangements] shown are subject to availability. If you require any further details in respect of any Arrangements or any other services please contact us [/ our customer service team at (customerservice_my@travelcredits.com)].

It is expressly agreed that the data stored in the information systems of the Travel Credits website, or in its partners’ database shall constitute proof with respect to the bookings made by the user. Data stored in computers or electronic media are valid proof and shall therefore be acceptable under the same conditions and with the same evidential value as a physical written document.

 

18. Responsibility

The user shall be responsible for all information and documents provided by us or by the relevant Supplier/Principal once he/she received the same. TLC accepts no responsibility for any loss, theft or damage to the information and/or documents which renders them unusable or illegible. The user will not be entitled to any replacement of the said information and/or documents.

As a travel credit redemption platform without providing any stay and/or travel arrangements, insofar as permitted by law, neither TLC, its agents or distributors will in any circumstances be responsible for or liable to compensate the user or other bearer or accept any liability for any personal loss, damage or injury that occurred or might have occur at the hotel/ in relation to the Arrangements.

TLC cannot guarantee the quality and/or availability of the services [OR Arrangements] offered by the hotels [OR the Supplier/Principal] and therefore cannot be held liable for any personal loss or damage resulting from such circumstances.

Please note that the above does not affect your statutory rights under the applicable laws and regulations.

 

19. Intellectual and industrial property

All rights, title and interest in and to all intellectual property rights including but not limited to copyrights, trademarks, patents, service marks, trade secrets, know-how, ideas, designs, trade and business names, domain names and any other rights (whether registered or unregistered) arising out of or in connection with the Travel Credits platform, including the contents of this website, such as texts, photographs, graphics, images, icons, technology, software, links and other audio-visual or sound contents, as well as its graphic design and source codes (“Intellectual Property”), shall solely belong to TLC or of authorized third parties only. None of these Intellectual Property rights can be transferred to the user whatsoever. The user shall not reproduce, distribute, modify, reverse engineer or create derivative works based on the Intellectual Property whatsoever without the prior consent of TLC.

 

20. Law and Jurisdiction

These Terms and Conditions are governed by and construed in the laws of English. The parties hereby agree that any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable). 

This booking site is administered by TLC Worldwide Travel Ltd, 54 Watson House, Baker Street, London, W1U 7BU. All correspondence regarding this offer should be directed to this address marked as “Travel Credits”.