ROOTSMRU LTD
PTR 2018 COMPLAINT BOOKING TERMS & CONDITIONS
TABLE OF CONTENT
DEFINITION
1.1. SCOPE OF SERVICES (WHAT WE SELL)
1.2. LEGAL IDENTITY (COMPANY DETAILS)
1.3. ACCEPTANCE (CONFIRMATION OF AGREEMENT)
2.1. PTR 2018
2.2. CONSUMER RIGHTS ACT 2015 AND CONSUMER CONTRACTS REGULATIONS 2013
3.1. DETAILED REQUIREMENTS
3.2. MINIMUM NUMBERS AND TOUR CANCELLATION
4.1 REPAYD – TRUST ACCOUNT
4.2. SUPPLIER FAILURE INSURANCE (SFI)
5.1. BOOKING CONFIRMATION
5.2. PAYMENT TERMS
5.3. ACCURACY OF CUSTOMER INFORMATION
6.1. PERMITTED SURCHARGES
6.2. SURCHARGE DEADLINES AND TRAVELLER RIGHT
7.1. MINOR CHANGES
7.2. SIGNIFICANT CHANGES
8.1. CANCELLATION BY TRAVELLER
8.2. CANCELLATION BY ROOTSMRU LTD
9.1. CONDITIONS OF TRANSFER
10.1. DOCUMENTATION (PASSPORT AND FINANCIAL)
10.2. HEALTH, VISAS, AND ENTRY REQUIREMENTS
11.1. SERVICE FAILURES AND DUTY TO REMEDY
11.2. EXCLUSIONS OF LIABILITY
12.1. DURING TRAVEL (DUTY TO MITIGATE LOSS)
12.2. AFTER TRAVEL (FORMAL COMPLAINT PROCEDURE)
12.3. ESCALATION (ALTERNATIVE DISPUTE RESOLUTION – ADR)
13.1. PURPOSE OF DATA USE
13.2. TRAVELLER DATA RIGHTS
14.1. JURISDICTION
For the purposes of these Booking Terms & Conditions, the following definitions apply:
These Booking Terms & Conditions apply to all travel services sold or arranged by ROOTSMRU LTD, a UK‑registered travel company specialising in Mauritius travel.
ROOTSMRU LTD operates under:
By booking with ROOTSMRU LTD, the traveller accepts these terms.
The services provided by ROOTSMRU LTD under these Booking Terms & Conditions primarily consist of land-based travel services in Mauritius. These services typically include, but are not limited to, pre-booked accommodation (hotels, resorts, villas), locally arranged tours and excursions (e.g., cultural, adventure, eco-tourism), and ground transfers(airport and inter-hotel). When two or more of these services are combined and sold together by ROOTSMRU LTD, they constitute a Package under the Package Travel and Linked Travel Arrangements Regulations 2018 (PTR 2018). Crucially, our service offering does not include international air travel (flights). The price paid to ROOTSMRU LTD covers only the services detailed in the final Booking Confirmation Invoice and does not include items listed as exclusions, such as travel insurance, or personal expenses.
ROOTSMRU LTD is a private company limited by shares, incorporated under the Companies Act 2006. The company is registered in England and Wales with its registered office situated therein. Our full legal details are as follows:
The terms “we,” “us,” and “our” refer to ROOTSMRU LTD. The terms “you,” “your,” and “traveller” refer to the lead traveller and all persons on the booking.
By finalising the booking and submitting payment (either deposit or full balance) to ROOTSMRU LTD, the lead traveller confirms that they have read, understood, and agreed to be bound by these Booking Terms and Conditions. The contract, formed upon our issuance of the Confirmation Invoice, signifies the unconditional acceptance of all clauses, including the payment schedule, cancellation charges and the mandatory requirement for adequate travel insurance. You further accept that the electronic nature of the booking process constitutes legally sufficient notice of all terms and conditions.
ROOTSMRU LTD is committed to operating with the highest levels of transparency and legal compliance in the UK travel industry. This section confirms our adherence to the principal regulations governing our contract with you. Compliance ensures that your booking is protected, your rights are safeguarded, and that we provide services with due skill and care. Our legal framework protects consumers in relation to financial security, unfair terms, and data privacy. The regulations we comply with include the Package Travel and Linked Travel Arrangements Regulations 2018 (PTR 2018), the Consumer Rights Act 2015, and the UK GDPR.
Compliance with the PTR 2018 is fundamental to our operation and provides significant assurance to you, the traveller. It means that when you purchase a Package of services from ROOTSMRU LTD (e.g., accommodation and a tour), we, as the Package Organiser, assume legal responsibility for the proper performance of all those services. This includes all components listed in your contract, such as the accommodation, tours, and transfers. Should there be a service failure while you are in Mauritius, we are responsible for remedying the service failure promptly. Furthermore, compliance with the PTR 2018 ensures you have mandatory financial protection for your payments against the insolvency of ROOTSMRU LTD.
Our commitment to compliance with the Consumer Rights Act 2015 ensures that all services we arrange, including the accommodation, tours, and transfers in Mauritius, must be:
Additionally, compliance with the Consumer Contracts Regulations 2013 ensures you receive clear and timely pre-contractual information about the services, price, and cancellation rights before the booking is made. This grants you certain statutory cancellation rights, particularly in the event of any material change before the contract is concluded.
All details provided to the traveller before the contract is concluded are considered legally binding pre-contractual information. This includes the itinerary, destination details, accommodation category, transport details, inclusions & exclusions, total price & payment schedule, health requirements, minimum numbers for tours, and cancellation terms. Under the PTR 2018, this information forms an integral part of your contract with ROOTSMRU LTD and establishes the expected standard of performance. This information may not be changed unless both ROOTSMRU LTD and the traveller explicitly agree to the alteration. We will ensure this information is provided clearly and accurately on the Standard Information Form or equivalent format before you commit to the booking.
We stress the importance of ensuring the accuracy of all information listed in your pre-contractual documents (Itinerary, Confirmation, and Standard Information Form). These elements define the core of the service we promise to deliver. For clarity:
Providing inaccurate information on your part (e.g., incorrect names or dates) may result in your booking being treated as a cancellation, leading to charges
Certain tours, excursions, or experiences may be dependent on reaching a minimum number of participants (the “Minimum Number”) to be financially or operationally viable. Where a Minimum Number applies, this will be clearly specified in the pre-contractual information provided to you for that specific activity.
If the Minimum Number is not met, ROOTSMRU LTD reserves the right to cancel the specific tour. You will be formally notified of any such cancellation no later than 21 days before the scheduled departure date of the tour. Should the tour be cancelled under these circumstances, you will be offered the following options:
Failure to meet the Minimum Number does not affect the rest of your confirmed land arrangements (e.g., accommodation and transfers) in your booking.
Financial protection is a mandatory legal requirement under the PTR 2018 and is central to our commitment to consumer trust.
All customer funds for your booking are held in a legally recognised Repayd Trust Account. This ensures that your money is ring-fenced and kept separate from ROOTSMRU LTD’s operating funds. Your payment is only released to our Mauritian suppliers when your travel service is due to be performed. This mechanism guarantees full consumer protection in the unlikely event of our financial failure.
In addition to the financial protection provided by Repayd Trust Account, ROOTSMRU LTD secures Supplier Failure Insurance (SFI). This policy provides a crucial secondary layer of security, acting as an insurance policy that protects customers if a supplier (such as a hotel, a tour operator, or a local transport company in Mauritius) becomes insolvent either before or during your travel. This SFI cover is distinct from the Repayd Trust Account, which protects you specifically against the insolvency of ROOTSMRU LTD. The SFI ensures that even if one of our direct third-party providers fails, your purchased services or prepaid funds are secured, maintaining the full financial protection required by the PTR 2018.
A booking becomes legally binding only when funds are deposited into the trust account and a Written Confirmation is officially issued by ROOTSMRU LTD. This written confirmation will be a sequentially numbered official document that clearly includes the final detailed itinerary, the total confirmed price, the payment schedule, and all pre-contractual information. We aim to issue this written confirmation to the lead traveller via email within 48 hours of funds being successfully deposited and cleared.
Payment terms are strict and adherence to the schedule is a material term of the contract. Deposits are non-refundable unless otherwise stated in the pre-contractual information. Final balances are due by the date specified on your Booking Confirmation Invoice. Failure to ensure the final balance is paid in full by the due date may result in the booking being cancelled by ROOTSMRU LTD. Where cancellation occurs due to non-payment, the booking will be subject to the applicable supplier cancellation charges and the scale of cancellation fees defined in this document.
The traveller must provide accurate personal information (names, dates of birth, passport details) for all members of the party at the time of booking. Amendment fees are levied because our Mauritian suppliers (including hotels, local tour operators, and insurance providers) treat significant changes to existing reservations – such as name changes or amendments to major travel dates – as equivalent to a cancellation and re-booking. This results in us incurring new administrative charges or forfeiture of supplier deposits. Any errors or changes requiring amendment after the Confirmation Invoice is issued will therefore incur the administration fees, plus any charges passed on by our suppliers.
The price of your confirmed booking is guaranteed and will not be subject to increase, except in the following three specific and legally permissible circumstances, as defined by the PTR 2018:
Should a surcharge be necessary, we will provide you with a detailed, itemised breakdown demonstrating the specific cost change and justifying the increase, including clear proof of the change from the relevant supplier or authority.
ROOTSMRU LTD reserves the right to impose a surcharge at any time up to 20 days before the departure date. We will not increase the price within 20 days of departure.
If the price increase is 8% or less of the total price, you are obliged to pay the increased amount.
If the price of your package increases by more than 8% of the total price, you have the right to choose one of the following options:
You must notify ROOTSMRU LTD of your choice within 7 days of receiving the surcharge notification. Failure to notify us within this period will be treated as an acceptance of the price increase.
This section clarifies the difference between changes and the rights of the traveller.
ROOTSMRU LTD reserves the right to make minor changes to your confirmed booking at any time. A minor change is defined as any alteration that does not significantly affect the essential character of the travel services purchased. Examples of minor changes include:
Minor changes do not grant you the right to cancel your booking without incurring the charges.
If we are forced to make a significant change to your confirmed booking, we will inform you as soon as possible. A significant change is defined as an alteration that fundamentally affects the holiday package, such as:
If a significant change occurs, you are entitled to choose one of the following options:
You must notify ROOTSMRU LTD of your decision within 7 days of being informed of the significant change.
This confirms the legal rights under PTR 2018.
The traveller has the right to cancel the booking at any time prior to departure, subject to the payment of cancellation fees. Such cancellation must be notified to ROOTSMRU LTD in writing by the lead traveller.
The applicable supplier cancellation fees will correspond to the sliding scale of charges defined in the pre-contractual disclosure and detailed on your Booking Confirmation Invoice. The quantum of the refund will correspond to the supplier policies and the notice period given.
Crucially, cancellation fees may be recoverable under the traveller’s mandatory travel insurance policy. It is the traveller’s responsibility to seek recovery of these fees directly from their insurance provider.
We may be forced to cancel your booking due to supplier insolvency (which is covered by SFI) , safety/security risks , operational issues , or because minimum numbers for a specific tour were not met.
If cancellation occurs due to minimum numbers not being met, the notice period will be specified in the pre-contractual information (as agreed, no later than 21 days before the tour’s scheduled departure).
In all cases of cancellation by ROOTSMRU LTD, the traveller is legally entitled to choose one of the following options:
This is a mandatory right afforded to you under the PTR 2018. The lead traveller may transfer the booking to another person (the transferee) who satisfies all conditions applicable to the original booking.
The right to transfer is subject to the following conditions:
Notice Period:
The transferor must give ROOTSMRU LTD notice in writing at least 7 days before the departure date.
Transferee Requirements:
The transferee must satisfy all the original booking requirements. This includes, but is not limited to, meeting any specific health, age, gender, or physical ability restrictions relevant to the tours or accommodation booked (e.g., same gender if a shared single-sex tour, or meeting minimum age requirements for specific activities).
Additional Costs:
The original traveller and the transferee are jointly and severally liable for paying the balance due and any reasonable additional costs incurred by ROOTSMRU LTD as a result of the transfer. These additional costs must be supported by evidence from our suppliers (e.g., a hotel’s confirmation of a specific name-change fee).
This clause confirms that the ultimate responsibility for personal travel compliance rests solely with the traveller. ROOTSMRU LTD provides general guidance but cannot be held responsible for personal documentation failures.
It is the traveller’s sole responsibility to ensure they possess a valid passport and any necessary national identity cards for the entire duration of their trip. We strongly advise that passports must be valid for a minimum of six months beyond the planned date of return from Mauritius, as this is a common international entry requirement. The traveller is also responsible for carrying sufficient funds and the appropriate banking instruments (credit cards, debit cards) accepted at the destination. We accept no liability if a traveller is refused boarding or entry due to failure to meet these documentation requirements.
The traveller must ensure they comply with all required visa, travel permit, health, and vaccination documentation for entry into Mauritius and any countries transited during the journey. These entry requirements are subject to frequent and immediate change by governmental authorities. Therefore, the traveller must check the official UK Government foreign travel advice (Foreign, Commonwealth & Development Office – FCDO) for Mauritius before booking and again immediately before travel. Failure to obtain the correct documentation or health certification will not be considered a valid reason for cancellation and will result in the forfeiture of all payments made.
As the Package Organiser, ROOTSMRU LTD is responsible for the proper performance of all travel services included in your confirmed booking.
We are responsible for Remedying service failures promptly if any of the booked travel services are not performed in accordance with the contract.
Our liability to you is limited under the following circumstances:
We are, however, responsible for providing appropriate assistance when the traveller is in difficulty.
ROOTSMRU LTD maintains a duty to provide assistance to the traveller while they are in difficulty and to manage complaints effectively and transparently.
If you encounter any problem or lack of conformity with the travel services while in Mauritius, you must take the following steps immediately to mitigate any potential loss:
Report to Supplier:
You must first report the issue to the local supplier (e.g., hotel management, tour guide, or local agent) directly to give them the opportunity to remedy the situation on the spot.
Contact ROOTSMRU LTD:
If the supplier cannot resolve the issue, you must contact our support line immediately to allow us to intervene. Our 24-hour emergency support line is: +44 20 34 32 00 64 or email us at info@rootsmru.co.uk .
Failure to report issues immediately to both the supplier and ROOTSMRU LTD may significantly affect your right to claim compensation after your return, as you have not given us a fair opportunity to resolve the problem during your trip.
If a complaint cannot be resolved during your trip, you must follow our formal procedure:
Written Submission: Complaints must be submitted in writing by the lead traveller, detailing the nature of the complaint, the dates, and the desired resolution.
Deadline: We must receive your written complaint within 28 days of your return to the UK/Europe.
Our Response: ROOTSMRU LTD commits to formally acknowledging your complaint promptly and providing a full, written response detailing our findings and resolution within 14 days of receipt.
If your complaint remains unresolved following our final written response, you have the right to seek resolution through an independent third-party mechanism:
ROOTSMRU LTD processes all personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This clause summarises our commitment; the full details are contained within our comprehensive Privacy Policy.
We will collect and process personal data (including special categories of personal data, such as dietary or medical information, where relevant) strictly for the following specific purposes:
We guarantee that your personal data will not be sold or shared with any third party for unsolicited marketing purposes.
As a data subject under the UK GDPR, you have fundamental rights regarding your personal data. These rights include, but are not limited to:
For full details on how to exercise these rights, including the contact information for our Data Protection Manager and details on our international data transfer safeguards, please refer directly to our comprehensive Privacy Policy.
This Contract, and any non-contractual disputes or claims arising out of or in connection with it or its subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales. By entering into this booking contract, you and we both agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Contract. This provides a known and stable legal framework for both ROOTSMRU LTD and the traveller.
