TERMS AND CONDITIONS
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adeo Travel Terms and Conditions
Before submitting adeo Travel's online booking confirmation form, please take a moment to read our terms and conditions of service provision. We have tried to keep them as clear and simple as possible but if you have any questions, please get in touch.
Your package, You and Us - defining some terms
(a) Throughout these terms and conditions we refer to your package. Your package is defined as all items, products and services that you book through adeo Travel and can include, but is not limited to, car rental, rail tickets, overnight accommodation, coach tours, mini-coach tours, transfers, attraction entry and/or entry passes, theatre tickets and other services.
(b) You / the client / the guest / the customer refers to you the customer who purchases the package and is recipient of the services and products provided by adeo Travel.
(c) We / Us refers to adeo Travel Ltd.
(a) An adeo Travel quotation outlines a package proposal. Unless otherwise stated, none of the reservations within your package are holding at quotation stage and are subject to availability up until the point of confirmation.
(b) The price of your quotation is valid for one week from date of issue after which time adeo Travel reserve the right to amend the price in line with exchange rate fluctuations and/or rate changes of services such as event ticket prices and/or accommodation rates.
(c) adeo Travel can provide quotations (and process payments) in either GBP£ or USD$ currency.
Confirming your package and payment
(a) In order to confirm your package as per your quotation, adeo Travel requires you to submit our online confirmation form and to supply us with your payment details (by telephone or via the secure payment section of our website).
(b) Once adeo Travel has received the submitted booking confirmation form and payment details we will proceed to confirm all reservations/segments as detailed in your package.
(c) adeo Travel accept deposit payment by Visa, Maestro and MasterCard. Further payments or balance payments can be made by debit card, credit card, bank transfer or cheque.
(d) Once all parts of your package are confirmed adeo Travel will process payment using the card details provided. If you confirm your booking more than 8 weeks prior to travel, adeo Travel will charge a non-refundable deposit of 20% of the package value. If you confirm within 8 weeks of travel, adeo Travel will usually request and process payment in full for your package at the time of confirmation. Once payment has been received by adeo Travel (either a 20% deposit or in full), we will issue a receipt via email and your package with us is deemed confirmed. Confirmed bookings are subject to adeo Travel cancellation and amendment policies as per sections 12 and 13 respectively.
(e) If any of parts of your trip have become unavailable by the time of confirmation, adeo Travel will offer a suitable alternative. We will always check that you are satisfied with any such alternatives before processing a payment and confirming your package.
(f) On packages where only a deposit has been paid at the time of confirmation, balance payment for the package is due at 8 weeks prior to travel (unless otherwise agreed). adeo Travel will always endeavour to advise and send reminders prior to payment deadlines but it remains the responsibility of you, the guest, to ensure that payments are received on time. adeo Travel reserve the right to cancel bookings (any deposit paid becoming forfeit) where payment is significantly overdue. adeo Travel will always contact you before such action is taken however late payment may cause delay in issuing of travel documents/tickets and expedited postage may be required which can incur an additional charge.
(g) All payments are accepted in the currency of your quotation. Once deposit payment has been received your rate of exchange is fixed and there is no change in your package cost.
Online booking confirmationform
(a) Please ensure that all information submitted in the online booking confirmation form is accurate and that passenger names are as per your personal identification or passport. Details submitted in the form will be used to make your reservations and may be printed on certain documentation, tickets/passes etc. In the event that name details need to be changed at a later stage resulting in the necessary re-issue of affected tickets/passes and/or reprinting/postage of documentation a cost penalty or re-issue fee may be incurred.
(b) Flight arrival information: it is not mandatory to provide us with your flight information however it is requested on our booking form and we do recommend that you advise us of your arrival and departure flight information at the time of booking or as soon thereafter as possible. Your flight information is passed on to meet & greet, transfer and/or car rental offices (as applicable) and in the event of your flight being delayed they will endeavour to accommodate the change in circumstance. Otherwise you may be considered a "no show" and your service reservation released. If you are leaving your home nation in advance of commencing your travel with adeo Travel, we still request that you provide your flight details so that we can ensure travel documents and other final arrangements are finalized prior to your departure.
(a) Any accommodation booked as part of your package will be booked as per the details on your accommodation voucher. Your voucher provides proof of pre-payment and entitles you to the services listed (usually room and breakfast). Anything not listed is not included and should be settled directly with the accommodation (e.g. bar tab, evening dinners where not prepaid, mini-bar, laundry services etc.). Your voucher booklet will also provide you with full contact details for all accommodations on your itinerary.
(b) Most hotels (and some B&Bs/guest houses) will request a credit card upon check in. This will not be used for payment of the services listed on your voucher but is taken in case of purchase of incidentals such as bar drinks, restaurant meals, laundry service etc.
(c) Check-in and check-out times vary by accommodation but is usually from 2pm in hotels and 3pm/4pm in B&Bs/guest houses (specific times will be listed on your accommodation voucher). If you are to check in late at a hotel, please call ahead to advise them (to ensure that they keep reception open for you). B&Bs and guest houses are family-run properties and therefore we would always recommend that you call ahead to advise of approximate arrival time to ensure that someone will be available upon your arrival. If you arrive at an accommodation prior to the check-in time they will generally allow you to check-in if the room is ready or, if possible, store luggage until the room becomes available. Any specific notes regarding check-in and check-out times/arrangements will be listed on your accommodation voucher.
(d) Child policy and charges varies between accommodations as does the age-range classification of a child (under 16 yrs in most establishment but under 12 yrs in others). When sharing with one adult a child would usually pay full adult price however discounted rates (or sometimes even free child places) can apply when a child shares with two paying adults. Where children stay free they may be required to pay for meals directly (including breakfast). Supplements may apply for addition of an extra bed / cot / crib for a child. Your voucher will always state what provisions are included. When travelling with children please ask your guide/agent for full details of the child policy of each accommodation in your itinerary. Please note that the number of family rooms available are limited in most hotels.
(e) Special accessibility rooms and rooms with disabled facilities rooms vary greatly between accommodations and most accommodations have limited availability of such rooms. Please note that many accommodations that adeo Travel work with are small traditional hotels and B&Bs and many do not have elevators / lifts. Please notify your adeo Travel agent at the time of booking if you have any special requirements and we can ensure that we confirm only suitable accommodation and services.
(f) It should be noted that accommodation ratings, terminology, services and provisions vary in Britain when compared with other nations. To ensure you understand fully what has been quoted and/or booked please refer to our Britain accommodation information page and/or ask your adeo Travel agent for further clarification.
(a) Where car rental is confirmed as part of a package you will be advised of the car rental provider's own terms and conditions. It is the responsibility of the client to advise adeo Travel if they are in breach of any of these conditions. For full car rental booking terms and conditions of adeo Travel suppliers please choose from the following: Arnold Clark, Enterprise, Europcar.
(b) To hire a vehicle in the UK you must be in possession of a valid driver's licence from your home nation (please check your licence is not due to expire within the rental period). In most cases your standard local driver's licence from your home nation will be acceptable to car rental companies to provide rental however if your licence is not in English language and/or if driving standard requirements vary considerably in the nation of your registered licence compared with the UK, you may be required to present an international driver's licence. This is not usually required by people travelling from the USA, Canada, Australia and within the European Union however if you have any doubts please check with your adeo Travel agent who can advise where to find further information.
(c) All car rental provided by adeo Travel (regardless of supplier) includes all mandatory insurances (3rd party insurance and collision damage waiver), unlimited mileage, roadside breakdown assistance and all taxes as standard - there are no hidden costs or taxes. However, most car rental companies will offer additional optional insurances (excess/deductible reduction or waiver) and/or additional services at the point of collection. If you take out these additional services you will be billed for them directly by the car rental company.
(d) All car rental companies will require a credit card imprint upon collection of the vehicle. This is to cover the insurance excess/deductible, and any additional services as taken. Overseas debit cards and cash deposits are now no longer accepted.
(e) Please note that adeo Travel will confirm vehicle class (i.e. mini, small, standard, large, MPV, automatic/manual transmission etc.) as per standard ACRISS car rental classifications. We can request a specific model but please note that such requests cannot be guaranteed.
(f) Car rental companies reserve the right to release/re-sell vehicles not collected within a fixed period of the booked collection time (which is stated on your car rental voucher). If you are running late for a vehicle collection, please contact the relevant rental office to advise them and they can hold the reservation. If you are late due to flight delay and cannot contact the rental company, your reservations will be held on condition that you have provided your flight details to adeo Travel in advance.
(g) Car rental companies reserve the right to charge the client's credit card for any legal fees or charges (such as speeding or parking tickets) incurred on a vehicle during the rental period. They are obliged by law to pay these charges and will usually charge an additional administration fee.
(a) Unless otherwise stated, all rail travel and tickets are booked through the Britrail system. Britrail tickets and passes offer special rates for international visitors to Britain and cannot be used by British residents.
(b) The ticket or pass details of your rail travel are detailed on your quotation and on your tickets. Most tickets and passes offer flexible travel (within the terms of each pass-type/ticket) and do not require pre-booked seat reservations. Please ensure that you understand the validity of the tickets and any restrictions of travel. If you have questions regarding how they accommodate travel on your specific itinerary please contact your adeo Travel agent.
(c) Britrail tickets and passes can be validated at any time within a period of six months from the start date printed on your quotation and/or ticket/pass. Passes must be validated on their first day of use which can be done at any rail-ticket desk or railway station throughout the UK. Once a pass has been validated they are active and valid for travel/use as per the terms of the pass-type/ticket.
(d) Britrail passes/tickets can be used only by the named passenger as printed on the ticket and are non-transferrable. Britrail products are therefore only valid when accompanied by photographic ID (such as your passport). For this reason please ensure that all names submitted via our online booking confirmation form match your relevant ID/passport (first name and last name) as names / spellings as submitted will be used to issue your rail tickets/passes. Change of name resulting in a requirement to re-issue a ticket or pass may incur a cost.
(e) Britrail tickets carry a cash value and adeo Travel cannot make refunds for lost or stolen tickets. Travel insurance will usually offer financial protection for such circumstances.
(f) Refunds cannot be made for unused rail tickets or unused days on rail passes.
(g) adeo Travel cannot be held responsible for railway schedule changes, train delays and cancellation of specific services.
(h) Any railway schedule information, timetables, route information and station service details provided by adeo Travel in advance of travel are done so in good faith but are subject to change due to local circumstances at the time of travel. adeo Travel cannot be held responsible for any such changes. Up to date information and schedules is available online, on railway station service/information boards, via local staff and by using the rail enquiries number as provided in your travel information pack. If you require further assistance you can contact adeo Travel office who will also have access to latest schedule change information during travel.
Ferry tickets and crossings
(a) adeo Travel will book and confirm ferry tickets as detailed on your quotation. Please note that ferry tickets are valid only for the crossing/service listed and are non-transferrable.
(b) adeo Travel cannot be held responsible for schedule changes or crossing cancellations resulting from unforeseen circumstances (such as poor weather conditions) however, we will always endeavour to make alternative arrangements wherever possible as required resulting from such schedule changes. If/where any additional expense is incurred, this will usually be covered by travel insurances.
Day tours, tickets and passes
(a) Day tour tickets, attraction entry tickets, sightseeing attraction passes and theatre tickets will be booked and confirmed as part of your vacation package as detailed in your quotation/itinerary.
(b) All venue and pick-up location information are provided on your tickets/vouchers/accompanying paperwork. Specifically for day tours, please ensure that you are at the meeting point in plenty of time so as to avoid missing a pick-up. Transport to a meeting point or venue is not included in your package unless otherwise stated.
(c) Tickets/vouchers are only valid for the service as per the time/dates printed on the ticket/voucher - adeo Travel cannot be held responsible for and cannot refund tickets for missed tours or events. If you know you are going to miss a tour please contact the operator (either directly or via adeo Travel) as soon as possible, we may be able to rearrange your trip. By contacting the operator to advise of a "no show" you also ensure that the tour is not delayed for other guests whilst the guide tries to locate missing passengers. In the event that a tour is cancelled or service withdrawn for reasons beyond our control adeo Travel will endeavour to rearrange for another departure, offer a suitable alternative or will provide a full refund on the ticket.
(d) For multi-day and/or multi-site attraction passes adeo Travel are unable to make refunds for outstanding/unused days on a pass and/or where individual attractions are closed. Any opening times and admission information provided by adeo Travel prior to travel is done so in good faith and we cannot be held responsible for local and short-notice changes to such admission conditions.
Meet & greet services and transfer bookings
(a) Where meet & greet services and transfers are booked as part of your vacation package we require you to provide us with your arrival/departure flight information as relevant (either via our booking confirmation form, by email or by forwarding us a copy of your flight e-ticket). In the event of flight delay the local provider and adeo Travel will endeavour to make alternative arrangements but where this is not possible we will not be able to make refunds for such services. Good travel insurance will usually provide financial loss cover as a result of flight delay.
Escorted tours (Coach tours and Small Group tours)
(a) Escorted tours are booked and confirmed for the departure date as detailed in your final itinerary/quotation. Most coach tours and Small Group tours offered by adeo Travel are operated by partner tour operators and include transport, accommodation, attraction entry, meals and the services of a tour-director or driver-guide as detailed in your itinerary and/or on the relevant page of our website. Anything not detailed is not included and would be payable extra (additional attraction admission, optional tours/visits, bar drinks etc.).
(b) Tour operators reserve the right to amend tour itineraries, accommodation and inclusions due to operational reasons prior to travel and/or due to unforeseen circumstances during travel. Where this occurs alternative arrangements will be made by the operator wherever possible. Itineraries featured on the adeo Travel website are done so in good faith and we cannot be held responsible for minor schedule changes made by the operator.
(c) Tour operators of escorted coach tours and Small Group tours reserve the right to withdraw scheduled tours due to operational and practical reasons and reasons beyond the control of the operator. Risk of tour withdrawal can be minimized by booking "preferred" or "guaranteed" departure dates, please ask your adeo Travel agent about such departures. In the rare event of withdrawal of a departure/tour by an operator adeo Travel will endeavour to offer a suitable alternative provided either by the same or an alternative operator, or will provide a full refund of all monies paid for that tour. Tour operators and/or adeo Travel cannot be held responsible for any expense incurred for change or cancellation of flight reservations and/or additional travel arrangements resulting from a withdrawn tour departure, however some operators may offer to contribute towards such amendment fees in order to accommodate guests on a suitable alternative tour. Any withdrawal of a departure/tour for operational reasons will always be done well in advance and clients will be advised as early as possible in order to maximise opportunity to make alternative arrangements.
(d) Due to available luggage space on escorted coach tours and Small Group tours most operators apply luggage restrictions (usually one standard sized suitcase and one item of carry-on luggage per person). Alternative arrangements should be made prior to departure to store any excess luggage for the duration of the tour. For specific luggage limits please check the terms and conditions of the relevant operator or ask your adeo Travel agent.
(e) It should be noted that when travelling on an escorted coach tour and/or Small Group tour you will be travelling as part of a tour group. Threatening, inappropriate or offensive behaviour towards other tour participants and/or the tour-director/guide or other staff is not acceptable and in extreme circumstances the operator reserves the right to refuse travel. In such cases no refund will be made for any unused services.
(f) All coach and Small Group tours are booked in their entirety and no discounts or refunds can be made if a guest/participant chooses to leave a tour early (either pre-planned or due to unforeseen circumstances). Although no discount can be provided, if you are planning to leave a tour early please advise us in advance so that we can notify the tour operator. If you are forced to leave a tour early due to unforeseen circumstances (such as illness) your travel insurance will usually be able to provide a refund of unused services.
(g) Other terms and conditions apply for specific operators. For further details of the operator conducting your specific tour please select from the following:
- Back Roads Touring Co.;
- Rabbies Tour;
- Trafalgar Tours; and,
- Insight Vacations.
Vacation package cancellation policy
(a) All cancellations must be made in writing (via email or traditional mail) to adeo Travel and are effective from the first business day (Monday - Friday) after receipt of the notification of cancellation. adeo Travel will send an email to confirm receipt of your cancellation notice. A package can be cancelled within seven days of confirmation and a full refund will be processed. For cancellations made more than seven days after booking please see below for applicable cancellation fees.
(b) When cancelling your entire vacation package the following Cancellation fees apply: Cancellation more than 8 weeks prior to travel: 20% cancellation fee (usually in the form of retention of your non-refundable deposit).* Cancellation between 8 and 2 weeks prior to travel: 50% cancellation fee.* Cancellation less than 2 weeks prior to travel: 100% cancellation fee.* * Please note that you can protect yourself against cancellation fees by purchasing suitable travel insurance. For further details on travel insurance please click here.
(c) Cancellation of individual Package Segments: adeo Travel will endeavour to waive cancellation fees and make full refunds wherever possible for cancellation of individual segments of a package which do not result in significant change to the nature and/or value of the entire package . Where a segment cancellation does result in a significant change to the package value the above cancellation penalties will apply.
(a) Your itinerary and quotation can be adapted and tweaked as much as required in the planning stage prior to booking in order to achieve your perfect package. Once a payment has been processed (either a deposit or payment in full), your package is deemed confirmed and any changes made to the package would fall under adeo Travel's amendments policy.
(b) Whilst we try to waive them wherever possible, especially for minor itinerary changes, adeo Travel reserves the right to apply an amendment fee to process any changes requested by the client, to a confirmed package. Our standard amendment fee is GBP£20/USD$30 per person per change.
(c) Amendment fees will be waived for amendments adding extra services to a package however we reserve the right to charge any additional shipping fees that may be incurred to ship new tickets/documentation (where a documents pack has already been shipped and/or e-tickets cannot be issued).
(d) adeo Travel reserve the right to charge extra fees (in addition to our standard amendment fees) to cover any amendment and/or cancellation charges applied by our suppliers resulting from a change requested by the client. Any such fees usually occur as a result of late amendments whereby the amendment results in the complete cancellation of a service and/or when the amendment requires the cancellation and rebooking of a service and/or the re-issue of tickets relating to that service (such as with rail passes and ferry tickets). adeo Travel will always endeavour to get these fees waived on behalf of the client wherever possible and will always advise the client in advance of any amendment fees to be incurred should they wish to proceed with an amendment.
(e) A change of name and/or transfer of services on a confirmed package from one passenger to another is considered an amendment and adeo Travel amendment fees would apply.
(a) It is a mandatory requirement of booking with adeo Travel that all guests have suitable travel/trip insurance to protect against unforeseen circumstances that might occur during your vacation. Most trip/travel insurance policies will cover for unforeseen eventualities including sickness, bereavement, trip interruption, flight delay, baggage loss etc. It is the sole responsibility of the client to ensure that you have adequate insurance coverage when you travel. Trip insurance can be purchased through any quality insurance provider and is also often available from your credit card provider or bank. We ask you to provide us with your insurance provider and policy number prior to travel so that we have it on file.
(a) Unless otherwise stated adeo Travel will send a physical travel documents pack (usually by recorded post) containing all relevant tickets, vouchers, confirmation paperwork and additional travel information where applicable. Unless otherwise stated, postal costs are included in your package price. It should be noted that we are based in the UK and customers should allow time for international shipments to reach their destination.
(b) Travel documents will be sent to your home address as submitted in your online booking confirmation form unless otherwise requested.
(c) We aim to have your travel documents with you between 6 and 4 weeks prior to the start of your travel plans with adeo Travel. If you do not receive your travel documents 4 week prior, please contact adeo Travel. If you depart your home nation a long time in advance of the start of travel arrangements provided by adeoTravel, please ensure that you advise us in advance and we can ensure that you receive your travel documents in plenty of time before your departure.
(d) Tickets and vouchers can only be issued once full and final package payment has been received by adeo Travel. Late balance payment on your vacation may therefore cause delayed shipment of your vacation documents.
(e) In the event of very late booking or when additional services are added to a package after shipment of your vacation documents we will endeavour to issue the relevant documents/tickets as an e-ticket or voucher however where this is not possible and we have to send a physical ticket, we reserve the right to charge additional postage costs for expedited mail or for courier service. At the consent of the client and where it is deemed more convenient we may be able to send such physical tickets to the client's first night accommodation for collection upon check-in.
(f) Upon receipt of your final travel documents, it is the responsibility of the guest to thoroughly check through the itinerary, tickets and vouchers including all dates, tour and car rental collection times, locations etc. It is important to ensure that all information is correct as booked. In the case of any discrepancy it is the responsibility of the guest to inform adeo Travel at the earliest possible opportunity in order that we have time to check the relevant reservation/s, make any amendments and re-issue any relevant documentation.
Withdrawal of services by a supplier
(a) In the rare event that an accommodation, tour provider or other third party supplier withdraws or is unable to provide their service as confirmed, adeo Travel will offer alternative arrangements for the guest. Where reasonable/acceptable alternative arrangements cannot be found, adeo Travel will refund in full all monies relating to that service. Where the withdrawn service constitutes a significant portion of the overall package (e.g. in the event of cancellation of an extended escorted tour departure) and where no suitable alternative can be provided adeo Travel will endeavour to refund the entire package price including any costs for additional service over and above the withdrawn service itself and will endeavour to waive any cancellation fees in such circumstances.
(a) In the event of trip delay caused by unforeseen circumstances (such as rail, ferry or flight delay or cancellation) adeo Travel will endeavour to make reasonable package/itinerary amendments to accommodate the new arrival time/date and wherever possible will waive amendment fees for itinerary changes caused as a result of such delays. adeo Travel will not, however, be in a position to reimburse for unused vacation segments as a result of such delays. Most travel insurance policies will offer financial protection against loss of parts of a package resulting from arrival transport delay.
Website pricing and currency
(a) All pricing and rates on the adeo Travel website are valid at the time of publishing however we reserve the right to alter or withdraw published prices at any time. Prices may change as a result of supplier price changes, changes to applicable rates of tax and exchange rate devaluation and revaluation.
(b) Package prices for tailor-made packages can vary considerably based on the component products which make up the package and a number of factors which affect the pricing of those products. Price of a particular product (accommodation, car rental, tour etc.) may vary subject to any number of factors including but not limited to: seasonality, weekday/weekend stays, public vacations, length of reservation, number of packaged items, demand and availability for relevant product etc. Our website "from" pricing is usually based on low or mid season rates (except where specified) however is not restricted to one particular departure date and you may well receive a quote lower than our "from" prices for your specific tour dependant on the above factors.
Eligibility for travel
a) It is the responsibility of the guest to ensure that they are in possession of all relevant documents for travel to Britain. This includes a valid passport (all nationalities) and valid travel visas where required (visas are not usually required for people travelling from within the EU, the USA, Canada and Australia). If you are unsure of visa requirements please check with your local relevant embassy and/or online at: http://www.ukba.homeoffice.gov.uk/visas-immigration/do-you-need-a-visa/
(b) Please note that application for a new passport or renewal of an existing passport can take several weeks and is subject to local passport office processes. Please ensure any such applications are made accurately and in plenty of time prior to travel to prevent delay of issue. adeo Travel are unable to refund cancellations due to delayed issue of travel documents such as passports.
(c) Your passport should be valid for a period of at least 6 months after the anticipated end of travel.
Supplier feedback, claims and complaints
(a) At adeo Travel we want you to enjoy your trip to its utmost and we strive, with our suppliers, to provide excellent levels of service, however if you encounter an issue or any reason for complaint before, during or after travel it is the responsibility of you, the guest, to highlight this immediately or at the first available opportunity. Where issues are encountered during travel the guest should first notify the relevant supplier to give them the opportunity to resolve the issue as they will be best placed to take immediate action. Where issues cannot be resolved directly with the supplier please contact adeo travel who can investigate further and seek to resolve the issue.
(b) adeo Travel will always seek to resolve any problem immediately to ensure continued enjoyment and customer satisfaction with your vacation. We are available on our office number during business hours and on your emergency contact number out-with working hours.
(c) Should you have cause to complain after your vacation please do so in writing (via email or traditional mail) no later than 28 days after the end of your vacation. This time-frame offers adeo Travel the best opportunity to investigate fully and come to a resolution. All complaints will be handled and responded to in full within 14 days.
(d) In the event that a dispute cannot be settled satisfactorily the client may apply to the TTA, of which adeo Travel is a member, who can provide an independent arbitration between agent and customer.
(a) All client contracts with adeo Travel are subject exclusively to, governed by and construed in accordance with the laws of England and Wales and are subject to the exclusive jurisdiction of the British courts.
Registered address and contact details
(a) adeo Travel is the trading name of adeo Travel Ltd. a Private Limited Company Registered in England and Wales with Company Number 08278458.
(b) We can be contacted at our offices in the UK at the following address: adeo Travel, The Maltings, East Tyndall Street, Cardiff, CF24 5EA. Visitors by appointment only.
(c) Should you have any problems during your vacation in Britain, please do not hesitate to contact adeo Travel on the following contact details:
- Email: email@example.com
- UK tel: 02921 660 747
- Web: www.adeotravel.com
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