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 of the method of settlement he/she wishes to use at the time of confirmation.
Before 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 crucial 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 for delivering this to your client (traveller) without failing to include any details.
We reserve the right to refuse to accept or not to proceed with any booking at any time at our sole discretion.
A 'package' is a pre-arranged combination of at least two services by you through us at an inclusive price where the combination of the type of service could be:
Passenger ground and private air Transport, Accommodation, Restaurant or catering, Admission to cultural events, Tailor-made tours or Customized visits, 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 whose aim is to make a profit by reselling them to its client, the traveller.
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 50%. By paying the initial deposit, you will secure the availability of the services requested, and the rates quoted are confirmed. 20% of which will not be refundable regardless of the reason.
If the package includes special experiences or services such as private jets, helicopters, private visits behind closed doors, yacht charters, special entrances, or tickets, the deposit amount is subject to change based on the type of products or services confirmed. This will be communicated at the point of quotation. Also, villas, apartments, and hotels will require different terms of payment because we follow set conditions by those suppliers. We will advise accordingly at the point of quotation.
The payment should be made by Credit Card or by International Bank Transfer.
A trip or a ticket is not considered as confirmed until the deposit has been received.
The final balance to pay will be due 60 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, or less may be more expensive and not mirroring the original proposal even if the services proposed are the same.
Rates are in EURO unless differently specified and inclusive of tax at the current government rate.
Admissions are intended per person and, once confirmed, are always not refundable.
Should our drivers or guides exceed any pre-booked hours, products, or items, then additional fees may apply.
There will be a 50% increment for tours and car services taking place on public holidays : 1st May, 24th, 25th & 31st December and 1st January, Easter day or any particular daye advised at time of the enquiry.
Requests made or confirmed within 48 hours or during the weekends will incur a 25% last-minute booking fee.
Amendments made after the final confirmation or later than 15 days from our final proposal incur a fee of £ 200 for each modification.
Amendments made within seven days from the date of the arrival incurred in a fee of £ 500 for each amendment.
All cancellations must be advised in writing and followed by a call if it is made after 17.00 GMT time. Cancellations are effective on the day they are received by the Company. Once your itinerary is confirmed, we make commitments to third parties, and we cannot always refund or cancel any amounts payable by you if you choose to cancel all or any part of the itinerary.
If an itinerary is cancelled, 20% penalty will always be not refundable
Name and date changes are not always permitted for admissions or general tickets and will be treated as a cancellation and charge for the amendment, which you will be liable for. Usually, changes may result in having to pay for the cancelled ticket and pay for a replacement at full cost.
Any ticket or attraction purchased for any event or entrance which has been confirmed at the time of booking must be pre-paid in full and cannot be cancelled nor refunded.
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 50% deposit required to confirm the rest of the booking.
Tours and experiences:
- When a tour or an itinerary is cancelled, 20% of the deposit is never refundable
- There will be a 25% cancellation charge if you cancel more than 60 days before the beginning of the tour.
- There will be a 40% cancellation charge if you cancel between 59 to 30 days before the beginning of the tour.
- There will be an 80% cancellation charge if you cancel between 29 to 15 days before the beginning of the tour.
- If the tour is cancelled less than 15 days before the day of the tour, the charge is 100%
Cancellation charge is expressed as a percentage of the total tour price
If the booking is cancelled less than 24 hours from the pickup time, the charge is 100%
There will be a 50% cancellation charge if the booking is cancelled between 24 to 48 hours from the pickup time.
There will be a 20% cancellation charge if you cancel more than 48 hours from the pickup time.
If the passenger does not appear at the time and place designated as the pickup point within 90 minutes, the amount paid will be non-refundable.
If the passenger fails to contact our office when they are unable to locate their chauffeur, the amount paid will be non-refundable.
For airport arrivals within your booking quote, we include 60 minutes waiting time for Commercial Flight only. After this period waiting time is charged at £ 20.00 every 10 minutes.
Please kindly note that we do not accept cancellations after 17.00 GMT time for services taking place the following day until 12.00.
If a personal service such as bodyguard, fixer or greeter is cancelled less than seven days before the service date, a 100% cancellation charge will apply.
When a service is amended
15 days or less prior to the first service booked, an administration fee of £ 250 will be applied.
07 days or less prior to the first service booked, an administration fee of £ 500 will be applied.
If a service is fully cancelled within 30 days, the service cannot be refunded.
Where your customer or any member of his party is prevented from travelling for any reason, the cost will not be refunded.
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.
For some services, we may have different cancellation policies, these will be advised to you before booking, and we will confirm these on your booking confirmation, at the time of confirmation and on the invoice. A note will also appear in the proforma / 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.
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.
Tickets and Events
Queen of Clubs is not the issuer nor the original seller, and its aim and business are to browse in the markets, always through checked and trustworthy suppliers, in order to find the best available options that match the client's need.
Sometimes 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 tickets holders or resellers, 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.
The 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 raise a complaint 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 a 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 to 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 event 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 the discretion of the hospitality organizer's decision. In case the local government authorized the organizer to give credit vouchers instead of a 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 is 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 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 or even days in advance, we may occasionally have to make changes and reserve the right to do so at any time.
Examples are: Greeters & Driver changes or cancellations due to flight delays or cancellations, type of vehicles, yacht, jet model, hotel suite type, guide, Museums, restaurant or clubs 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. In the instance of greeters & drivers though, this is always scheduled the night before and in case of delays, modifications will alter the services and could possibly be cancelled by our partners without notice.
For any flight disruptions, if the flight is delayed more than 1 hour, please note that drivers & greeters are subject to change or may be cancelled due to staffing. Additional fees apply for delays after 1 hour for both drivers & greeters.
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, seaport 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 customer:
- We accept responsibility for ensuring the proper performance of the booking using reasonable care and skill but will not accept responsibility:
- If a member of the traveller'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 or omissions of our agents, sub-contractors and suppliers who have acted outside our authority
Our total liability shall not exceed the total sum we have charged for the booking (including deposits and administration charges), excluding any personal injury suffered by the traveller or of his party as a result of our failure to perform, or the improper performance, of the services involved in the 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 of 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 traveller or a member of his party suffers death, illness or injury during his holiday arising out of an activity that 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 traveller 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 traveller 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 any proceedings.
Special requirements. If you have any special needs, 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.
Behaviour: Travelers are responsible for their behaviour and any members of the party. Our suppliers and we reserve the right to refuse boarding a private jet, a boat or a car, to travel and to remove you or any member of the party from any transport, accommodation or part of holiday if any of the members 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 travellers 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 travellers 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 traveller 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 us as soon as possible. If the traveller 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 traveller 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. traveller mobile number, date of birth, credit card, photos or any other sensitive information. You consent to this traveller 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, please notify us at any time.
We do not store in our CRM system 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, either is made via an agent or a travel expert, you and your client, "the traveller," 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 of 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
+41 916 900 010
Company Reg CHE 229.933.913
Vat (Iva) CHE 229.933.913 iva
Chiasso 14th of April 2023