{"id":35,"date":"2022-03-16T04:40:23","date_gmt":"2022-03-16T04:40:23","guid":{"rendered":"https:\/\/wordpressmu-726438-2500603.cloudwaysapps.com\/travel-muni\/?page_id=35"},"modified":"2026-04-10T19:03:24","modified_gmt":"2026-04-10T19:03:24","slug":"terms-and-conditions","status":"publish","type":"page","link":"https:\/\/rootsmru.co.uk\/fr\/terms-and-conditions\/","title":{"rendered":"TERMS AND CONDITIONS"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"35\" class=\"elementor elementor-35\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c8bb6e4 e-flex e-con-boxed e-con e-parent\" data-id=\"c8bb6e4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fab0655 elementor-widget elementor-widget-image\" data-id=\"fab0655\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"2560\" height=\"444\" src=\"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-scaled.jpg\" class=\"attachment-full size-full wp-image-9493\" alt=\"\" srcset=\"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-scaled.jpg 2560w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-300x52.jpg 300w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-1024x178.jpg 1024w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-768x133.jpg 768w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-1536x267.jpg 1536w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-2048x355.jpg 2048w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-18x3.jpg 18w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-600x104.jpg 600w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-16fabd1 e-flex e-con-boxed e-con e-parent\" data-id=\"16fabd1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\r\n\t\t<div class=\"elementor-element elementor-element-43f4669 elementor-widget elementor-widget-text-editor\" data-id=\"43f4669\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><span style=\"color: #000000;\"><b>ROOTSMRU LTD\u00a0<\/b><\/span><\/p><p style=\"text-align: center;\"><span style=\"font-weight: 400; color: #000000;\">PTR 2018 COMPLAINT BOOKING TERMS &amp; CONDITIONS<\/span><\/p><p style=\"text-align: left;\"><span style=\"color: #000000;\"><b>TABLE OF CONTENT<\/b><\/span><\/p><p><span style=\"color: #000000;\"><b>DEFINITION<\/b>\u00a0<\/span><\/p><ol><li><span style=\"color: #000000;\"><b> INTRODUCTION &amp; SCOPE<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">1.1. SCOPE OF SERVICES (WHAT WE SELL)<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">1.2. LEGAL IDENTITY (COMPANY DETAILS)<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">1.3. ACCEPTANCE (CONFIRMATION OF AGREEMENT)<\/span>\u00a0<\/span><\/p><ol start=\"2\"><li><span style=\"color: #000000;\"><b> REGULATORY COMPLIANCE<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">2.1. PTR 2018<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">2.2. CONSUMER RIGHTS ACT 2015 AND CONSUMER CONTRACTS REGULATIONS 2013<\/span>\u00a0<\/span><\/p><ol start=\"3\"><li><span style=\"color: #000000;\"><b> PRE-CONTRACTUAL INFORMATION<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">3.1. DETAILED REQUIREMENTS<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">3.2. MINIMUM NUMBERS AND TOUR CANCELLATION<\/span>\u00a0<\/span><\/p><ol start=\"4\"><li><span style=\"color: #000000;\"><b> FINANCIAL PROTECTION<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">4.1 REPAYD &#8211; TRUST ACCOUNT<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">4.2. SUPPLIER FAILURE INSURANCE (SFI)<\/span>\u00a0<\/span><\/p><ol start=\"5\"><li><span style=\"color: #000000;\"><b> BOOKING &amp; PAYMENTS<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">5.1. BOOKING CONFIRMATION<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">5.2. PAYMENT TERMS<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">5.3. ACCURACY OF CUSTOMER INFORMATION<\/span>\u00a0<\/span><\/p><ol start=\"6\"><li><span style=\"color: #000000;\"><b> PRICING &amp; SURCHARGES<\/b> <b><\/b><\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">6.1. PERMITTED SURCHARGES<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">6.2. SURCHARGE DEADLINES AND TRAVELLER RIGHT<\/span>\u00a0<\/span><\/p><ol start=\"7\"><li><span style=\"color: #000000;\"><b> CHANGES TO THE BOOKING<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">7.1. MINOR CHANGES<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">7.2. SIGNIFICANT CHANGES<\/span>\u00a0<\/span><\/p><ol start=\"8\"><li><span style=\"color: #000000;\"><b> CANCELLATION RIGHTS<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">8.1. CANCELLATION BY TRAVELLER<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">8.2. CANCELLATION BY ROOTSMRU LTD<\/span>\u00a0<\/span><\/p><ol start=\"9\"><li><span style=\"color: #000000;\"><b> TRANSFER OF BOOKING (PTR REGULATION 10)<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">9.1. CONDITIONS OF TRANSFER<\/span>\u00a0<\/span><\/p><ol start=\"10\"><li><span style=\"color: #000000;\"><b> TRAVELLER RESPONSIBILITIES<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">10.1. DOCUMENTATION (PASSPORT AND FINANCIAL)<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">10.2. HEALTH, VISAS, AND ENTRY REQUIREMENTS<\/span>\u00a0<\/span><\/p><ol start=\"11\"><li><span style=\"color: #000000;\"><b> PERFORMANCE &amp; LIABILITY (PTR REGULATION 15)<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">11.1. SERVICE FAILURES AND DUTY TO REMEDY<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">11.2. EXCLUSIONS OF LIABILITY<\/span> <\/span><\/p><ol start=\"12\"><li><span style=\"color: #000000;\"><b> COMPLAINTS &amp; ASSISTANCE (PTR REGULATION 16)<\/b><b><\/b><\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">12.1. DURING TRAVEL (DUTY TO MITIGATE LOSS)<\/span><\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">12.2. AFTER TRAVEL (FORMAL COMPLAINT PROCEDURE)<\/span><\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">12.3. ESCALATION (ALTERNATIVE DISPUTE RESOLUTION &#8211; ADR)<\/span><\/span><\/p><ol start=\"13\"><li><span style=\"color: #000000;\"><b> DATA PROTECTION (ICO \/ UK GDPR)<\/b>\u00a0<\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">13.1. PURPOSE OF DATA USE<\/span>\u00a0<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">13.2. TRAVELLER DATA RIGHTS<\/span>\u00a0<\/span><\/p><ol start=\"14\"><li><span style=\"color: #000000;\"><b> GOVERNING LAW AND JURISDICTION<\/b><b><\/b><\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">14.1. JURISDICTION<\/span>\u00a0<\/span><\/p><h3><span style=\"color: #000000;\"><b>DEFINITION<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">For the purposes of these Booking Terms &amp; Conditions, the following definitions apply:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>&#8220;Lead Traveller&#8221;<\/b><span style=\"font-weight: 400;\"> (also referred to as &#8220;you&#8221; or &#8220;your&#8221;): The person who makes the booking on behalf of all persons named in the reservation. This individual is responsible for ensuring the accuracy of all information provided, making all payments due under the contract, and keeping other members of the party informed of booking details.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>&#8220;Package&#8221;<\/b><span style=\"font-weight: 400;\">: A pre-arranged combination of at least two different types of travel services (e.g., accommodation, tours, excursions, or ground transfers) sold or offered for sale by ROOTSMRU LTD at an inclusive price. This constitutes a &#8220;Package&#8221; under the Package Travel and Linked Travel Arrangements Regulations 2018 (PTR 2018).<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>&#8220;Force Majeure&#8221;<\/b><span style=\"font-weight: 400;\"> (referred to as &#8220;Unavoidable &amp; Extraordinary Circumstances&#8221;): Any event or situation beyond the control of ROOTSMRU LTD, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such events may include, but are not limited to, natural disasters, acts of god, war, terrorism, significant risks to human health (such as a pandemic), or industrial disputes.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>&#8220;ROOTSMRU LTD&#8221;<\/b><span style=\"font-weight: 400;\"> (referred to as &#8220;we,&#8221; &#8220;us,&#8221; or &#8220;our&#8221;): The UK-registered travel company (Company Number: 16844520) acting as the Package Organiser for your travel arrangements in Mauritius.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>&#8220;Confirmation Invoice&#8221;<\/b><span style=\"font-weight: 400;\">: The official, sequentially numbered document issued by us that signifies the formal acceptance of your booking and the creation of a legally binding contract.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>&#8220;Supplier&#8221;<\/b><span style=\"font-weight: 400;\">: Any third-party provider of travel services included in your booking, such as hotels, local tour operators, and ground transport companies in Mauritius.<\/span><\/span><\/li><\/ul><h3><span style=\"color: #000000;\"><b>1. INTRODUCTION &amp; SCOPE\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">These Booking Terms &amp; Conditions apply to all travel services sold or arranged by ROOTSMRU LTD, a UK\u2011registered travel company specialising in Mauritius travel.<\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">ROOTSMRU LTD operates under:<\/span><\/p><ul><li aria-level=\"1\"><span style=\"color: #000000;\"><b>\u00a0Financial Failure Insurance &#8211; Full insolvency protection via Repayd.\u00a0<\/b><\/span><\/li><\/ul><ul><li aria-level=\"1\"><span style=\"color: #000000;\"><b>\u00a0ICO Registration \u2013 Full UK GDPR compliance<\/b><\/span><\/li><\/ul><ul><li aria-level=\"1\"><span style=\"color: #000000;\"><b>\u00a0PTR 2018 \u2013 Full compliance (this document meets all requirements)<\/b><\/span><\/li><\/ul><p><span style=\"font-weight: 400; color: #000000;\">By booking with ROOTSMRU LTD, the traveller accepts these terms.<\/span><\/p><h3><span style=\"color: #000000;\"><b>1.1. SCOPE OF SERVICES (WHAT WE SELL)<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">The services provided by ROOTSMRU LTD under these Booking Terms &amp; 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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>1.2. LEGAL IDENTITY (COMPANY DETAILS)\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Company Name: ROOTSMRU LTD<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Company Number: 16844520<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Date of Incorporation: 10th November 2025<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Registered Office Address: Office 15664, 182-184 High Street North, East Ham, London, E6 2JA<\/span><\/li><\/ul><p><span style=\"font-weight: 400; color: #000000;\">The terms &#8220;we,&#8221; &#8220;us,&#8221; and &#8220;our&#8221; refer to ROOTSMRU LTD. The terms &#8220;you,&#8221; &#8220;your,&#8221; and &#8220;traveller&#8221; refer to the lead traveller and all persons on the booking.<\/span><\/p><h3><span style=\"color: #000000;\"><b>1.3. ACCEPTANCE (CONFIRMATION OF AGREEMENT)\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>2. REGULATORY COMPLIANCE<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>2.1. PTR 2018<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.\u00a0<\/span><\/p><h3><span style=\"color: #000000;\"><b>2.2. CONSUMER RIGHTS ACT 2015 AND CONSUMER CONTRACTS REGULATIONS 2013<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Provided with reasonable care and skill (meaning we select and manage our suppliers professionally).<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Fit for their stated purpose.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">As described in the pre-contractual information (itinerary, website, and brochures).<\/span><\/li><\/ul><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>3. PRE-CONTRACTUAL INFORMATION\u00a0<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">All details provided to the traveller before the contract is concluded are considered legally binding <\/span><b>pre-contractual information<\/b><span style=\"font-weight: 400;\">. This includes the itinerary, destination details, accommodation category, transport details, inclusions &amp; exclusions, total price &amp; 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 <\/span><b>Standard Information Form <\/b><span style=\"font-weight: 400;\">or equivalent format before you commit to the booking.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>3.1. DETAILED REQUIREMENTS<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Accommodation Category<\/b><span style=\"font-weight: 400;\"> refers to the <\/span><b>official or generally accepted industry star rating<\/b><span style=\"font-weight: 400;\"> (e.g., 4-star, 5-star) of the property. While we guarantee this rating, <\/span><b>actual room-specific features<\/b><span style=\"font-weight: 400;\"> (e.g., view, d\u00e9cor, bed type) may vary within that category and are subject to the hotel\u2019s allocation policies.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Transport Details<\/b><span style=\"font-weight: 400;\"> specify the type of transfer (e.g., shared coach, private car) and approximate duration.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Inclusions &amp; Exclusions<\/b><span style=\"font-weight: 400;\"> define precisely what the price covers (e.g., breakfast, entry fees) and what it does not (e.g., local tourist taxes, tips).<\/span><\/span><\/li><\/ul><p><span style=\"font-weight: 400; color: #000000;\">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<\/span><\/p><h3><span style=\"color: #000000;\"><b>3.2. MINIMUM NUMBERS AND TOUR CANCELLATION<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">Certain tours, excursions, or experiences may be dependent on reaching a minimum number of participants (the &#8220;Minimum Number&#8221;) 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.<\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">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:<\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">A full refund of the specific tour cost.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">An alternative tour or experience of comparable quality and price.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">An acceptable alternative arrangement with a reduction in price if the alternative is of a lower quality.<\/span><\/li><\/ol><p><span style=\"font-weight: 400; color: #000000;\">Failure to meet the Minimum Number does not affect the rest of your confirmed land arrangements (e.g., accommodation and transfers) in your booking.<\/span><\/p><h3><span style=\"color: #000000;\"><b>4. FINANCIAL PROTECTION\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">Financial protection is a mandatory legal requirement under the PTR 2018 and is central to our commitment to consumer trust.<\/span><\/p><h3><span style=\"color: #000000;\"><b>4.1 REPAYD &#8211; TRUST ACCOUNT\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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&#8217;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.\u00a0<\/span><\/p><h3><span style=\"color: #000000;\"><b>4.2. SUPPLIER FAILURE INSURANCE (SFI)<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">In addition to the financial protection provided by <\/span><b>Repayd<\/b><span style=\"font-weight: 400;\"> 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 <\/span><span style=\"font-weight: 400;\">during your travel. This SFI cover is distinct from the <\/span><b>Repayd<\/b><span style=\"font-weight: 400;\"> 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.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>5. BOOKING &amp; PAYMENTS\u00a0<\/b><\/span><\/h3><h3><span style=\"color: #000000;\"><b>5.1. BOOKING CONFIRMATION<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>5.2. PAYMENT TERMS<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>5.3. ACCURACY OF CUSTOMER INFORMATION<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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 &#8211; such as name changes or amendments to major travel dates &#8211; 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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>6. PRICING &amp; SURCHARGES\u00a0<\/b><\/span><\/h3><h3><span style=\"color: #000000;\"><b>6.1. PERMITTED SURCHARGES<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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:<\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Fuel cost changes<\/b><span style=\"font-weight: 400;\"> relating to the transport of passengers (though less relevant for land-only, this covers local transport\/transfers).<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Taxes or fees<\/b><span style=\"font-weight: 400;\"> imposed by third parties, such as tourist taxes, landing taxes, embarkation or disembarkation fees at ports or airports.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Exchange rate fluctuations<\/b><span style=\"font-weight: 400;\"> relevant to the booking.<\/span><\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">Should a surcharge be necessary, we will provide you with a detailed, <\/span><b>itemised breakdown<\/b><span style=\"font-weight: 400;\"> demonstrating the specific cost change and justifying the increase, including clear proof of the change from the relevant supplier or authority.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>6.2. SURCHARGE DEADLINES AND TRAVELLER RIGHT<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">ROOTSMRU LTD reserves the right to impose a surcharge at any time up to <\/span><b>20 days<\/b><span style=\"font-weight: 400;\"> before the departure date. We will not increase the price within 20 days of departure.<\/span><\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">If the price increase is <\/span><b>8% or less<\/b><span style=\"font-weight: 400;\"> of the total price, you are obliged to pay the increased amount.<\/span><\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">If the price of your package increases by <\/span><b>more than 8%<\/b><span style=\"font-weight: 400;\"> of the total price, you have the right to choose one of the following options:<\/span><\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Accept the price change<\/b><span style=\"font-weight: 400;\">.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Take an alternative package<\/b><span style=\"font-weight: 400;\"> of equivalent or higher value (if available), or a reduced-value alternative with an appropriate price reduction.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Receive a full refund<\/b><span style=\"font-weight: 400;\"> of all monies paid to us.<\/span><\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">You must notify ROOTSMRU LTD of your choice <\/span><b>within 7 days<\/b><span style=\"font-weight: 400;\"> of receiving the surcharge notification. Failure to notify us within this period will be treated as an acceptance of the price increase.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>7. CHANGES TO THE BOOKING\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">This section clarifies the difference between changes and the rights of the traveller.<\/span><\/p><h3><span style=\"color: #000000;\"><b>7.1. MINOR CHANGES<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">ROOTSMRU LTD reserves the right to make minor changes to your confirmed booking at any time. A <\/span><b>minor change<\/b><span style=\"font-weight: 400;\"> is defined as any alteration that does not significantly affect the essential character of the travel services purchased. Examples of minor changes include:<\/span><\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">A slight change in timings.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Minor changes to accommodation to a similar standard, such as a different wing or a change in room view within the same category.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">A change in the local tour meeting point or route due to local events.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">The closure of a specific restaurant or amenity at your hotel, necessitating an alternative of a similar standard.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">Minor changes do <\/span><b>not<\/b><span style=\"font-weight: 400;\"> grant you the right to cancel your booking without incurring the charges.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>7.2. SIGNIFICANT CHANGES<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">If we are forced to make a <\/span><b>significant change<\/b><span style=\"font-weight: 400;\"> to your confirmed booking, we will inform you as soon as possible. A <\/span><b>significant change<\/b><span style=\"font-weight: 400;\"> is defined as an alteration that fundamentally affects the holiday package, such as:<\/span><\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">A change of destination.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">A change in accommodation resulting in a significant downgrade to a lower category.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">An excessive schedule change to a tour exceeding 12 hours from the originally scheduled time.<\/span><\/li><\/ul><p><span style=\"font-weight: 400; color: #000000;\">If a significant change occurs, you are entitled to choose one of the following options:<\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Accept the change<\/b><span style=\"font-weight: 400;\"> and the revised contract.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>A replacement trip<\/b><span style=\"font-weight: 400;\"> of equal or higher value (if available).<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>A reduced-value alternative<\/b><span style=\"font-weight: 400;\"> with an appropriate price reduction.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>A full refund<\/b><span style=\"font-weight: 400;\"> of all monies paid.<\/span><\/span><\/li><\/ol><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">You must notify ROOTSMRU LTD of your decision within <\/span><b>7 days<\/b><span style=\"font-weight: 400;\"> of being informed of the significant change.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>8. CANCELLATION RIGHTS\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">This confirms the legal rights under PTR 2018.<\/span><\/p><h3><span style=\"color: #000000;\"><b>8.1. CANCELLATION BY TRAVELLER<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">The applicable <\/span><b>supplier cancellation fees<\/b><span style=\"font-weight: 400;\"> will correspond to the <\/span><b>sliding scale of charges<\/b><span style=\"font-weight: 400;\"> 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.<\/span><\/span><\/p><p><span style=\"color: #000000;\"><b>Crucially, cancellation fees may be recoverable under the traveller&#8217;s mandatory travel insurance policy<\/b><span style=\"font-weight: 400;\">. It is the traveller&#8217;s responsibility to seek recovery of these fees directly from their insurance provider.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>8.2. CANCELLATION BY ROOTSMRU LTD<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">We may be forced to cancel your booking due to <\/span><b>supplier insolvency<\/b><span style=\"font-weight: 400;\"> (which is covered by SFI) , safety\/security risks , operational issues , or because <\/span><b>minimum numbers for a specific tour were not met<\/b><span style=\"font-weight: 400;\">.<\/span><\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">If cancellation occurs due to minimum numbers not being met, the notice period will be specified in the pre-contractual information (as agreed, <\/span><b>no later than 21 days before the tour&#8217;s scheduled departure<\/b><span style=\"font-weight: 400;\">).<\/span><\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">In all cases of cancellation by ROOTSMRU LTD, the traveller is legally entitled to choose one of the following options:<\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>A full refund<\/b><span style=\"font-weight: 400;\"> of all monies paid for the cancelled services.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Acceptable alternative arrangements<\/b><span style=\"font-weight: 400;\"> of equivalent or superior quality<\/span><\/span><\/li><\/ol><h3><span style=\"color: #000000;\"><b>9. TRANSFER OF BOOKING (PTR REGULATION 10)<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">This is a <\/span><b>mandatory right<\/b><span style=\"font-weight: 400;\"> afforded to you under the PTR 2018. The lead traveller may transfer the booking to another person (the <\/span><b>transferee<\/b><span style=\"font-weight: 400;\">) who satisfies all conditions applicable to the original booking.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>9.1. CONDITIONS OF TRANSFER<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">The right to transfer is subject to the following conditions:<\/span><\/p><p><span style=\"color: #000000;\"><b>Notice Period:<\/b><\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">The transferor must give ROOTSMRU LTD notice in writing at least 7 days before the departure date.<\/span><\/p><p><span style=\"color: #000000;\"><b>Transferee Requirements:<\/b><\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">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).<\/span><\/p><p><span style=\"color: #000000;\"><b>Additional Costs:<\/b><\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">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&#8217;s confirmation of a specific name-change fee).<\/span><\/p><h3><span style=\"color: #000000;\"><b>10. TRAVELLER RESPONSIBILITIES\u00a0<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>10.1. DOCUMENTATION (PASSPORT AND FINANCIAL)<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">It is the traveller\u2019s 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.<\/span><\/p><p>\u00a0<\/p><h3><span style=\"color: #000000;\"><b>10.2. HEALTH, VISAS, AND ENTRY REQUIREMENTS<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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 &amp; Development Office \u2013 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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>11. PERFORMANCE &amp; LIABILITY (PTR REGULATION 15)<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">As the Package Organiser, ROOTSMRU LTD is responsible for the proper performance of all travel services included in your confirmed booking.<\/span><\/p><h3><span style=\"color: #000000;\"><b>11.1. SERVICE FAILURES AND DUTY TO REMEDY<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">We are responsible for Remedying service failures promptly if any of the booked travel services are not performed in accordance with the contract.<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Duty to Remedy: If a service failure occurs while you are in Mauritius, you must notify us immediately so we can take action. We will remedy the lack of conformity unless it is impossible or entails disproportionate costs.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Essential Service Failure: If an essential part of the package cannot be provided (e.g., a hotel becomes unusable due to damage or overbooking), we must offer a suitable alternative of equivalent or higher quality at no extra cost to you. If the alternative offered is of lower quality, you will be entitled to an appropriate price reduction.<\/span><\/li><\/ul><h3><span style=\"color: #000000;\"><b>11.2. EXCLUSIONS OF LIABILITY<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">Our liability to you is limited under the following circumstances:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Traveller Negligence: We are not liable for any losses or damages caused by the traveller&#8217;s negligence or actions.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Unavoidable &amp; Extraordinary Circumstances (Force Majeure): We are not liable for non-performance of the package due to events that are unavoidable and extraordinary (e.g., natural disasters, war, security risks), the consequences of which could not have been avoided even if all reasonable measures had been taken.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Unrelated Losses: We are not liable for Losses not related to the provision of travel services. This includes indirect or consequential losses such as loss of profits, loss of anticipated savings, emotional distress, or loss of opportunity, which are considered excluded from our liability under this contract.<\/span><\/li><\/ul><p><span style=\"font-weight: 400; color: #000000;\">We are, however, responsible for providing appropriate assistance when the traveller is in difficulty.<\/span><\/p><h3><span style=\"color: #000000;\"><b>12. COMPLAINTS &amp; ASSISTANCE (PTR REGULATION 16)<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">ROOTSMRU LTD maintains a duty to provide assistance to the traveller while they are in difficulty and to manage complaints effectively and transparently.<\/span><\/p><h3><span style=\"color: #000000;\"><b>12.1. DURING TRAVEL (DUTY TO MITIGATE LOSS)<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">If you encounter any problem or lack of conformity with the travel services while in Mauritius, you <\/span><b>must<\/b><span style=\"font-weight: 400;\"> take the following steps immediately to mitigate any potential loss:<\/span><\/span><\/p><p><span style=\"color: #000000;\"><b>Report to Supplier:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><p><span style=\"color: #000000;\"><b>Contact ROOTSMRU LTD:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/span><\/p><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">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 <\/span><a style=\"color: #000000;\" href=\"mailto:info@rootsmru.co.uk\"><span style=\"font-weight: 400;\">info@rootsmru.co.uk<\/span><\/a><span style=\"font-weight: 400;\"> .<\/span><\/span><\/p><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p><h3><span style=\"color: #000000;\"><b>12.2. AFTER TRAVEL (FORMAL COMPLAINT PROCEDURE)<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">If a complaint cannot be resolved during your trip, you must follow our formal procedure:<\/span><\/p><p><span style=\"color: #000000;\"><b>Written Submission:<\/b><span style=\"font-weight: 400;\"> Complaints must be submitted in writing by the lead traveller, detailing the nature of the complaint, the dates, and the desired resolution.<\/span><\/span><\/p><p><span style=\"color: #000000;\"><b>Deadline:<\/b><span style=\"font-weight: 400;\"> We must receive your written complaint <\/span><b>within 28 days of your return<\/b><span style=\"font-weight: 400;\"> to the UK\/Europe.<\/span><\/span><\/p><p><span style=\"color: #000000;\"><b>Our Response:<\/b><span style=\"font-weight: 400;\"> ROOTSMRU LTD commits to formally acknowledging your complaint promptly and providing a full, written response detailing our findings and resolution within <\/span><b>14 days<\/b><span style=\"font-weight: 400;\"> of receipt.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>12.3. ESCALATION (ALTERNATIVE DISPUTE RESOLUTION &#8211; ADR)<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">If your complaint remains unresolved following our final written response, you have the right to seek resolution through an independent third-party mechanism:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">ADR Bodies: You may also escalate the complaint through other officially recognised ADR (Alternative Dispute Resolution) bodies relevant to the UK travel industry.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #000000;\">Legal Action: Escalation through mediation and ADR is available as final arbitration steps before resorting to formal legal action through the UK Small Claims Court.<\/span><\/li><\/ul><h3><span style=\"color: #000000;\"><b>13. DATA PROTECTION (ICO \/ UK GDPR)<\/b><\/span><\/h3><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">ROOTSMRU LTD processes all personal data in accordance with the <\/span><b>UK General Data Protection Regulation (UK GDPR)<\/b><span style=\"font-weight: 400;\"> and the <\/span><b>Data Protection Act 2018<\/b><span style=\"font-weight: 400;\">. This clause summarises our commitment; the full details are contained within our comprehensive <\/span><b>Politique de confidentialit\u00e9<\/b><span style=\"font-weight: 400;\">.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>13.1. PURPOSE OF DATA USE<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Booking Administration:<\/b><span style=\"font-weight: 400;\"> To process your booking, manage payments, issue documentation, and communicate essential information about your trip.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Supplier Arrangements:<\/b><span style=\"font-weight: 400;\"> To securely transfer the necessary details (names, dates, special requests) to our Mauritian suppliers (hotels, tour operators, and ground handlers) to facilitate the delivery of the services you have purchased.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><b>Compliance Requirements:<\/b><span style=\"font-weight: 400;\"> To meet our legal obligations relating to financial protection, tax reporting, and regulatory compliance (e.g., PTR 2018).<\/span><\/span><\/li><\/ul><p><span style=\"color: #000000;\"><b>We guarantee that your personal data will not be sold or shared with any third party for unsolicited marketing purposes.<\/b><\/span><\/p><h3><span style=\"color: #000000;\"><b>13.2. TRAVELLER DATA RIGHTS<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">As a data subject under the UK GDPR, you have fundamental rights regarding your personal data. These rights include, but are not limited to:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">The right to <\/span><b>access<\/b><span style=\"font-weight: 400;\"> the data we hold about you.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">The right to request <\/span><b>erasure<\/b><span style=\"font-weight: 400;\"> (the &#8216;right to be forgotten&#8217;).<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">The right to request <\/span><b>correction<\/b><span style=\"font-weight: 400;\"> of inaccurate data.<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">The right to <\/span><b>data portability<\/b><span style=\"font-weight: 400;\"> (receiving your data in a structured, commonly used format).<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">The right to request <\/span><b>restriction<\/b><span style=\"font-weight: 400;\"> of processing.<\/span><\/span><\/li><\/ul><p><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">For full details on how to exercise these rights, including the contact information for our <\/span><b>Data Protection Manager <\/b><span style=\"font-weight: 400;\">and details on our international data transfer safeguards, please refer directly to our comprehensive <\/span><b>Politique de confidentialit\u00e9<\/b><span style=\"font-weight: 400;\">.<\/span><\/span><\/p><h3><span style=\"color: #000000;\"><b>14. GOVERNING LAW AND JURISDICTION<\/b><\/span><\/h3><h3><span style=\"color: #000000;\"><b>14.1. JURISDICTION<\/b><\/span><\/h3><p><span style=\"font-weight: 400; color: #000000;\">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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-233c9a5 elementor-widget elementor-widget-image\" data-id=\"233c9a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"2560\" height=\"444\" src=\"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-scaled.jpg\" class=\"attachment-full size-full wp-image-9494\" alt=\"\" srcset=\"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-scaled.jpg 2560w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-300x52.jpg 300w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-1024x178.jpg 1024w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-768x133.jpg 768w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-1536x267.jpg 1536w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-2048x355.jpg 2048w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-18x3.jpg 18w, https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/2-600x104.jpg 600w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>ROOTSMRU LTD\u00a0 PTR 2018 COMPLAINT BOOKING TERMS &amp; CONDITIONS TABLE OF CONTENT DEFINITION\u00a0 INTRODUCTION &amp; SCOPE\u00a0 1.1. SCOPE OF SERVICES (WHAT WE SELL)\u00a0 1.2. LEGAL IDENTITY (COMPANY DETAILS)\u00a0 1.3. ACCEPTANCE (CONFIRMATION OF AGREEMENT)\u00a0 REGULATORY COMPLIANCE\u00a0 2.1. PTR 2018\u00a0 2.2. CONSUMER RIGHTS ACT 2015 AND CONSUMER CONTRACTS REGULATIONS 2013\u00a0 PRE-CONTRACTUAL INFORMATION\u00a0 3.1. DETAILED REQUIREMENTS\u00a0 3.2. MINIMUM\u2026<\/p>","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_eb_attr":"","footnotes":""},"class_list":["post-35","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>TERMS AND CONDITIONS - ROOTSMRU LTD<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/rootsmru.co.uk\/fr\/terms-and-conditions\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"TERMS AND CONDITIONS - ROOTSMRU LTD\" \/>\n<meta property=\"og:description\" content=\"ROOTSMRU LTD\u00a0 PTR 2018 COMPLAINT BOOKING TERMS &amp; CONDITIONS TABLE OF CONTENT DEFINITION\u00a0 INTRODUCTION &amp; SCOPE\u00a0 1.1. SCOPE OF SERVICES (WHAT WE SELL)\u00a0 1.2. LEGAL IDENTITY (COMPANY DETAILS)\u00a0 1.3. ACCEPTANCE (CONFIRMATION OF AGREEMENT)\u00a0 REGULATORY COMPLIANCE\u00a0 2.1. PTR 2018\u00a0 2.2. CONSUMER RIGHTS ACT 2015 AND CONSUMER CONTRACTS REGULATIONS 2013\u00a0 PRE-CONTRACTUAL INFORMATION\u00a0 3.1. DETAILED REQUIREMENTS\u00a0 3.2. MINIMUM\u2026\" \/>\n<meta property=\"og:url\" content=\"https:\/\/rootsmru.co.uk\/fr\/terms-and-conditions\/\" \/>\n<meta property=\"og:site_name\" content=\"ROOTSMRU LTD\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-10T19:03:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"444\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"19 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/\",\"url\":\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/\",\"name\":\"TERMS AND CONDITIONS - ROOTSMRU LTD\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/rootsmru.co.uk\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/1-scaled.jpg\",\"datePublished\":\"2022-03-16T04:40:23+00:00\",\"dateModified\":\"2026-04-10T19:03:24+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/#primaryimage\",\"url\":\"https:\\\/\\\/rootsmru.co.uk\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/1-scaled.jpg\",\"contentUrl\":\"https:\\\/\\\/rootsmru.co.uk\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/1-scaled.jpg\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/terms-and-conditions\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/rootsmru.co.uk\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"TERMS AND CONDITIONS\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/#website\",\"url\":\"https:\\\/\\\/rootsmru.co.uk\\\/\",\"name\":\"ROOTSMRU LTD\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/rootsmru.co.uk\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/#organization\",\"name\":\"ROOTSMRU LTD\",\"url\":\"https:\\\/\\\/rootsmru.co.uk\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/rootsmru.co.uk\\\/wp-content\\\/uploads\\\/2025\\\/11\\\/ROOTS-logo-templates-3-1-e1763250282543.png\",\"contentUrl\":\"https:\\\/\\\/rootsmru.co.uk\\\/wp-content\\\/uploads\\\/2025\\\/11\\\/ROOTS-logo-templates-3-1-e1763250282543.png\",\"width\":55,\"height\":55,\"caption\":\"ROOTSMRU LTD\"},\"image\":{\"@id\":\"https:\\\/\\\/rootsmru.co.uk\\\/#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"TERMS AND CONDITIONS - ROOTSMRU LTD","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/rootsmru.co.uk\/fr\/terms-and-conditions\/","og_locale":"fr_FR","og_type":"article","og_title":"TERMS AND CONDITIONS - ROOTSMRU LTD","og_description":"ROOTSMRU LTD\u00a0 PTR 2018 COMPLAINT BOOKING TERMS &amp; CONDITIONS TABLE OF CONTENT DEFINITION\u00a0 INTRODUCTION &amp; SCOPE\u00a0 1.1. SCOPE OF SERVICES (WHAT WE SELL)\u00a0 1.2. LEGAL IDENTITY (COMPANY DETAILS)\u00a0 1.3. ACCEPTANCE (CONFIRMATION OF AGREEMENT)\u00a0 REGULATORY COMPLIANCE\u00a0 2.1. PTR 2018\u00a0 2.2. CONSUMER RIGHTS ACT 2015 AND CONSUMER CONTRACTS REGULATIONS 2013\u00a0 PRE-CONTRACTUAL INFORMATION\u00a0 3.1. DETAILED REQUIREMENTS\u00a0 3.2. MINIMUM\u2026","og_url":"https:\/\/rootsmru.co.uk\/fr\/terms-and-conditions\/","og_site_name":"ROOTSMRU LTD","article_modified_time":"2026-04-10T19:03:24+00:00","og_image":[{"width":2560,"height":444,"url":"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-scaled.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Dur\u00e9e de lecture estim\u00e9e":"19 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/rootsmru.co.uk\/terms-and-conditions\/","url":"https:\/\/rootsmru.co.uk\/terms-and-conditions\/","name":"TERMS AND CONDITIONS - ROOTSMRU LTD","isPartOf":{"@id":"https:\/\/rootsmru.co.uk\/#website"},"primaryImageOfPage":{"@id":"https:\/\/rootsmru.co.uk\/terms-and-conditions\/#primaryimage"},"image":{"@id":"https:\/\/rootsmru.co.uk\/terms-and-conditions\/#primaryimage"},"thumbnailUrl":"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-scaled.jpg","datePublished":"2022-03-16T04:40:23+00:00","dateModified":"2026-04-10T19:03:24+00:00","breadcrumb":{"@id":"https:\/\/rootsmru.co.uk\/terms-and-conditions\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/rootsmru.co.uk\/terms-and-conditions\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/rootsmru.co.uk\/terms-and-conditions\/#primaryimage","url":"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-scaled.jpg","contentUrl":"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2026\/04\/1-scaled.jpg"},{"@type":"BreadcrumbList","@id":"https:\/\/rootsmru.co.uk\/terms-and-conditions\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/rootsmru.co.uk\/"},{"@type":"ListItem","position":2,"name":"TERMS AND CONDITIONS"}]},{"@type":"WebSite","@id":"https:\/\/rootsmru.co.uk\/#website","url":"https:\/\/rootsmru.co.uk\/","name":"ROOTSMRU LTD","description":"","publisher":{"@id":"https:\/\/rootsmru.co.uk\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/rootsmru.co.uk\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/rootsmru.co.uk\/#organization","name":"ROOTSMRU LTD","url":"https:\/\/rootsmru.co.uk\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/rootsmru.co.uk\/#\/schema\/logo\/image\/","url":"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2025\/11\/ROOTS-logo-templates-3-1-e1763250282543.png","contentUrl":"https:\/\/rootsmru.co.uk\/wp-content\/uploads\/2025\/11\/ROOTS-logo-templates-3-1-e1763250282543.png","width":55,"height":55,"caption":"ROOTSMRU LTD"},"image":{"@id":"https:\/\/rootsmru.co.uk\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/pages\/35","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/comments?post=35"}],"version-history":[{"count":12,"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/pages\/35\/revisions"}],"predecessor-version":[{"id":9507,"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/pages\/35\/revisions\/9507"}],"wp:attachment":[{"href":"https:\/\/rootsmru.co.uk\/fr\/wp-json\/wp\/v2\/media?parent=35"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}