Terms and conditions
Please read the following information carefully
These terms and conditions ("Conditions") set out the terms of the agreement between Queen of Clubs S.A. acting as a wholesaler of services and you travel expert acting as a Travel Organizer or Principal in your country which buys either a package (as defined below) or a single supply.
Queen of Clubs is the trading name of Queen of Clubs S.A., a Swiss (Societe’ Anonyme) Corporation (CHE 229.933.913) whose registered office is at Via Porta 2 6830 Chiasso and is referred to in these Conditions as:
“You” meaning the Travel Organizer and “Traveler” meaning the end Consumer hence the end consumer of the service which has been contracted and booked by the Travel Organizer.
A contract will exist once you have made your booking with us, we have issued you with our booking confirmation and you have paid for the services booked and confirmed with us.
A Travel Expert who works for the Travel Organizer must produce all bookings and must be the primary point of contact whom we deal with. Where your booking is for more than one person, the first-named person in the party must be at least 18 years and will be treated by us as the 'lead name' for your booking.
The Travel Agent/Expert acts as a principal and will be responsible for making all payments regardless the method of settlement he/she wishes to use at the time of confirmation.
Before making a booking with us you should read these terms and conditions carefully as these will form the basis of the contract between you and us. If any part of these Conditions is invalid or unenforceable the remainder will not be affected and will remain valid and enforceable.
It is important that you accurately complete our booking form. All documents, notices and other information relating to your booking will be forwarded to you and you will be held responsible in forwarding this to your client (traveler) without failing to include any details.
We reserve the right to refuse to accept and/or not to proceed with any booking at any time in our sole discretion.
A 'package' is a pre-arranged combination of at least two supplies by you through us at an inclusive price where the combination of type of supply could be:
Passenger ground and private air Transport, Accommodation, Restaurant or catering, Admission to cultural event, Tailor made Tour or Customized Visit, Guide service and Special Assistances including but not limited to Airport greetings and any other personalized service that may not be mentioned in these terms.
Where the arrangements, which you make with us, do not amount to a package we act as a wholesaler that buys and resell services to a principal which aim is to make profit by reselling them to its client, the traveler.
Terms of Payment
You will be notified at the time of booking of the price of your package. Should you wish to confirm the proposal you will be required to pay a deposit of 20% which will not be refundable regardless the reason. By paying the initial deposit you will secure the availability for the services requested and the rates quoted are secured.
If the package includes special experiences such as private jet, helicopters, private visits behind closed doors, yacht charters, special entrances or tickets, this is subject to change based on the type of the products or services confirmed. This will be communicated at the point of quotation. Also villas, apartments and hotels, may require different terms of payments. We will advise accordingly at the point of quotation.
A trip is not considered as confirmed until the deposit has been received.
The final balance to pay will be due 30 days prior to travel.
Quotes and Prices
The prices quoted in our estimates or in our brochures are correct at the time of publication and are subject to change. The price for the service is the price we confirm to you at the time of the booking and it is valid for 24 hours unless differently specified
Quotes requested within 29 days may be more expensive and not mirroring the original proposal even if the services proposed are the same.
Requests made or confirmed within 48 hours or during the weekends will incurred in a 10% last minute booking fee
Amendments made after the final confirmation or later than 15 days from our final proposal incurred in a fee of € 150
Amendments made withing 7 days from the date of the arrival incurred in a fee of € 300
If you wish to cancel a confirmed booking, we require to send us written confirmation
Name and date changes are not always permitted for admissions or general tickets and will be treated as a cancellation and/or charge for the amendment, which will be passed on to you. Normally changes may result in having to pay for the cancelled ticket and pay for a replacement at full cost.
Where your customer or any member of his party is prevented from travelling for any reason the cost will not be refunded unless we wish to take any other decision
If you wish to make any other changes to the booking after we have sent confirmation, we will try but cannot promise to meet any request and it may be subject to the approval by our suppliers to us and payments of any additional costs.
Our cancellation or amendment charges will apply to compensate us for the cost of dealing with your booking and any other expenses and losses we may have:
When a service is amended
15 days or less prior to the first service booked an administration fee of € 150 will be applied
07 days or less prior to the first service booked an administration fee of € 300 will be applied
If a service is fully cancelled within 15 days the service cannot be refunded
We will not refund any deposit, administration fees or credit card fees relating to your booking if you cancel. Our cancellation charges may increase the nearer the cancellation is made to the start date of your first service as we may not be able to resell it without making significant price reductions or at all.
For some supplies we may have different cancellation policies, these will be advised to you before booking and we will confirm these on your booking confirmation and at the time of confirmation. A note will also appear in the pro-forma / invoice in the specific estimate line of the service so that it can be clearly seen. It is your responsibility to carefully read your proforma and its specific cancellation policies with a particular service
Any ticket or attraction purchased for any event or entrance which have been confirmed at the time of booking, must be pre-paid in full and cannot be cancelled.
Full 100% fees will apply to these elements, if cancelled, always and regardless of the reason.
A full pre-payment is required at the time of the confirmation of any ticket and this will not reflect as part of the calculation of the 20% deposit required to confirm the rest of the booking
Please note that there may be supplemental charges based on the dates and seasons chosen for revised travel. These revised trips will also be subject to the standard Terms & Conditions.
Any trip that is postponed from issues relating to Covid-19 , including closure of borders, governmental travel advisories, cancellation of international or domestic flights and not being able to offer the trip, can be rescheduled up until December 31st 2022 without penalty.
Tickets and Events
Queen of Clubs is not the issuer, nor the original seller and its aim and business is to browse in the markets, always trough checked and trustworthy suppliers, in order to find the best available options that match the client’s need.
Sometime invitations, tickets or hospitality packages purchased are not commercial offerings and so not available through retail channels and are sold at prices obtained directly from suppliers, which may include service charges reflecting costs and efforts in obtaining the invitations therefore prices are not set by Queen of Clubs but are subject to market conditions and demand and can be much more expensive regardless the face value of the ticket.
Client accepts that the value of an unfindable ticket can be much higher than its face value and, if accepted, for no reason Client can rise a complain about it by comparing other options which have been found in the market in a different period
Queen of Clubs aim is to ensure that package benefits remain available to the Client at all times. If any of the benefits become unavailable, Queen of Clubs will make good faith efforts to see that prior commitments are honoured but shall not be responsible for any actions of third parties, third party suppliers or events beyond Queen of Clubs physical control. If entrance with procured invitation to the event is denied to the Client at no fault of the Client, a full refund will be issued to the Client within 14 days.
Queen of Clubs will not be held liable for a venue’s failure or postponements and cannot be held responsible for venue’s inability to hold an event by accident, acts of God, riots, strikes, labour difficulties, epidemics, pandemics any act of any public authority or any other cause, similar or dissimilar, beyond venue’s or Queen of Clubs control. If the event is cancelled by the venue, Queen of Clubs will have to act with the reimbursement according with the rules of the venue and for no reason will be able to act differently and offer a higher compensation rather than what the venue decides to offer.
In case a hospitality package is purchased and the even is cancelled, the refund may only include the face value of the ticket and a different refund may be given for the cost of the package at discretion of the hospitality organizer’s decision. In case the local government authorized the organizer to give credit vouchers instead of refund, the client must accept this decision which goes beyond our influence or control.
Queen of Clubs will only be liable to deliver the package described in the invoice / pro-forma sent with the confirmation. Queen of Clubs will not be held responsible for inaccuracies in this information if the client is unable to attend the event for any reason.
Deliveries - Tickets
The client accepts that tickets purchased for any event, regardless of purchase date, can be delivered until the day before the event and only in the city where the event takes place. Exceptionally, tickets could be delivered in a different city if the client arrives a few days before but will be handed directly to the client or to the hotel's concierge but only together with a note which must be signed upon the delivery. After that moment it will be only the responsibility of the client to collect the tickets at the agreed place.
Deliveries to private addresses are allowed only if a 24/7 Concierge exists and signature required. Deliveries can only happen in the same country where the event takes place. Shipments in other countries can only be made if the client agrees, by signing a letter, that Queen of Clubs is not be responsible for any loss, regardless of the reason.
Queen of Clubs shall have no liability to the Client for any loss, damage, costs, expenses or other claims for compensation arising from requests or instructions supplied by the Client which are incomplete, incorrect or inaccurate or arising from their late arrival or non-arrival, or any other fault of the Client
Changes and cancellations by us
We will do our utmost to deliver the services which we have contracted to provide to you. As we put in place the arrangements necessary to enable us to offer our range of services months in advance, we may occasionally have to make changes and reserve the right to do so at any time.
Example type of vehicles, yacht, jet model, hotel suite type, guide, restaurant or club which might be closed without notice, etc..
Most changes are minor, but we will always tell you before confirming the booking or, if you have already booked, as soon as we are able to prior to the date of the first service with us.
Compensation payments do not apply where any change is due to circumstances outside of our reasonable control, including industrial action, war, threat of war, civil commotion, terrorism, airport closure, changes in schedules of airlines, adverse weather conditions affecting any airport, sea port or other transport link, flight delays, police or security alerts, natural or nuclear disaster and health risks.
Limitations of our liability to you, Travel Agent our costumer:
We accept responsibility for ensuring the proper performance of the booking using reasonable care and skill but will not accept responsibility:
If member of the traveler’s party is at fault
If the failure is the fault of someone who is not concerned with our providing the service
Anything, which is beyond our reasonable control (see definition above)
For the acts and/or omissions of our agents, sub-contractors and suppliers who have acted outside our authority
Our total liability shall not exceed the total sum paid we have charged for the booking (including deposits and administration charges) excluding any personal injury suffered by the traveler or of his party as a result of our failing to perform, or the improper performance, of the services involved in experience and is subject to the limitations below.
Our liability is limited in accordance with any limits or exclusions in accordance with any international convention, which generally limits the liability of transport operators. These include the Montreal Convention (as amended) and European law, which limit the liability all carriers. Unless we have expressly agreed to, we will not accept liability for any consequential or indirect losses arising from your holiday.
Our suppliers and local representatives are instructed not to act as our agents in booking any activities except for those booked directly through us. They do not act as our agents when offering such assistance and we do not accept any liability for these activities.
We do not accept responsibility if the traveler or a member of his party suffers death, illness or injury during his holiday arising out of an activity which does not form part of the travel arrangements with us or as a result of an excursion arranged through us. We will, at our discretion, offer assistance up to a maximum of €5,000 provided we have confirmed that we are willing to provide assistance in writing. If the traveler brings a successful action against a third party or he is covered by insurance for anything we provide assistance for, we will be able to recover from him the cost of any assistance we have given to him. If you or the traveler are considering legal action against a third party and you would like our assistance, you must provide us with full details and obtain our consent before commencing of any proceedings.
Special requirements. If you have any special requirements you must inform us of these at the time of booking so that we can confirm if we can accommodate the request and pass these onto our suppliers. We cannot guarantee that we will be able to meet the requirements. We are not a specialist disabled holiday company, but we will do our best to cater for any special requirements you may have
Behavior: Travelers are responsible for their behavior and any members of the party. We and our suppliers reserve the right to refuse boarding a private jet, a boat or a car, to travel and to remove you and/or any member of the party from any transport, accommodation or part of holiday if any of the member of the party is drunk; under the influence of drink or drugs; is reasonably believed to be in possession of unlawful drugs; are behaving violently, disruptively, dangerously or irresponsibly; act in a manner which presents a risk or is causing a nuisance or annoyance to others. No refunds will be made, no compensation paid, and no costs or expenses incurred by you reimbursed or recoverable from us in any of the above circumstances
Insurance: None of the activities included in any of our tours can be deemed to be of a hazardous nature. If travelers make their own insurance arrangement, we advise that you check the policy to confirm that it covers all the activities booked.
While on holiday if travelers choose to take part in an activity, which was not booked with us, we will not accept any liability for any losses including death or injury. It is essential that you ensure that the traveler and the party are covered under the terms of your own travel insurance.
If you feel that any part of the booking arrangements is not provided as we promised, you should notify ourselves as soon as possible. If the traveler is unable to resolve any dispute before the return from his holiday you must provide us with written details within 30 days of his return. Any delays in advising us can make it difficult for us to investigate the complaint fully.
We will not use any personal data relating to the traveler which we hold at any time for any purpose other than in connection with your booking. We will not pass on such data to third parties except where necessary unless authorized by you, i.e. traveler mobile number, date of birth, credit card, photos or any other sensitive information. You consent to this traveler information being supplied to our suppliers (including hotels, airlines, restaurants insurers and transport companies and any necessary public authorities). This information may include information about any disabilities, dietary requirements or your religion and may be transferred abroad.
We may use your data to notify you of our services, offers and promotions from time to time and if you do not wish us to receive this information you please notify us at any time.
We do not store in our crm system (BeConcierge) any credit card
If you wish to find out more about the personal data we hold about you we can supply a copy of this
By making a booking with us, eighter is made via an agent or a travel expert, you and your client , “the traveler” accept in full the above Terms & Conditions
This contract shall be governed by Swiss Law and shall be subject to the sole jurisdiction of the Swiss Courts regardless where the online payment gateway was based at the time of the charge and the merchant number used to perform the payment transaction
If you wish or need to contact us then please write to
Queen of Clubs S.A
Via Porta 2, 6830 Chiasso CH
T. +41 916 900 010
Company Reg CHE 229.933.913
Vat (Iva) CHE 229.933.913 iva
Chiasso, September 2020