Frequently asked questions
Welcome to Guardian Unlimited Travel Auctions. Guardian Unlimited Travel Auctions has provided the following list of the
most frequently asked questions we receive from new Guardian Unlimited Travel Auctions users, and
the answers to those questions.
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About Guardian Unlimited Travel Auctions
Guardian Unlimited Travel Auctions is a service which allows you to bid at auction on holidays, flights, hotel bookings and other goods and services. It is operated in partnership with Truition, a company which specialises in internet auctions, and carries offers from a range of providers, including Thistle Hotels and Thomson holidays. Guardian Unlimited does not itself provide the goods or services: we just make it easy for you to get them at the best price. If you are interested in selling through this site, please refer to our information for advertisers
Who can use the site?
At present, auction laws in the UK mean that we can only make auction products available to UK residents. To bid on a listing, you must be a registered user, at least 18 years old and hold a valid credit card with sufficient funds. We will ask you for your credit card details on registration to ensure that you meet these requirements. Prices are given in pounds sterling, and payments must be made in pounds sterling. Prices advertised are inclusive of VAT where relevant. Some sellers charge additional booking fees - these will be clearly indicated in the auction listing details.
Can I look at the site without registering?
You can look at listings without registering. However, before bidding we will ask you to register and to provide valid credit card details. Once registered, you will be able to bid for items and create a watchlist to monitor your chosen auctions.
How do I bid?
Click on the "Bid now" link on any item. If you have not registered or logged in you will be asked to do so first. You will then be asked to set a maximum bid value. This is the maximum amount that you are currently prepared to bid for an item. The system will automatically make the smallest bid needed to win you the auction, up to your maximum bid value.
If another user has made a maximum bid value of the same amount, the auction will be won by the user who submitted their bid first.
For instance, if you enter a maximum bid amount of £200 in an auction for which the winning bid is currently £100, the system will submit your bid by adding the minimum increment (see below). Supposing the minimum increment was £10, your bid would be for £110, and if no one submitted a rival bid, this is the amount you would pay. If someone else bid £120, the system would increase your bid to £130, and so on until either the auction closed or someone submitted a bid which was higher than your maximum. As the system is also bidding on behalf of other users you may find that you can be outbid very quickly by someone who has set a high maximum bid.
What are minimum bid increments?
Sellers specify a minimum bid increment - this is usually £1 for low value items, or £10 for higher value items. In order to bid for an item you must exceed the current winning bid by the minimum bid increment.
Why do I get outbid so quickly?
If another bidder has set a maximum bid which is higher than yours, the system will repeatedly make the smallest bid necessary for them to win the auction - just as it does for you. Until you exceed their maximum you will be instantly outbid as the system bids on their behalf.
Is there a reserve price?
Many of our auctions have no reserve price. Those that do will say so in their listing details. If you submit a maximum bid which is less than the reserve, your bid will fail. As with other auctions, the system will submit the lowest bid, up to your maximum, which will win you the auction. For instance, if you set your maximum at £200, and the reserve price was £100, the system would automatically bid at £100 unless rival bids were made.
How will I know if I win?
You will get an email from the system notifying you that you have won the auction. The seller will then contact you within 48 hours to arrange for payment and to discuss the fulfilment of your order. You can also see which, if any, of your bids have been successful on the "Your bids" page - there is a link on every page once you are signed in.
What do the abbreviations mean?
Sellers provide the descriptions for their products and services, so the abbreviations are theirs. Common abbreviations include: FO - flights only, FB - full board, HB - half board, SC - self catering, nts - nights. Thomson Holidays also give some of their products a "T" rating from one to five - 2t being awarded to what Thomson believe is a "no-frills" product, up to 5t, which is more luxurious.
What is the "Buy it now" option?
Some products are offered for a "Buy it now" price. You cannot bid on these fixed-price products, but you can buy them at the indicated price. The seller will contact you with details of how to pay for your product within 48 hours.
What happens when an auction closes?
You get an email saying whether you have won or lost. If you have won, the seller will contact you for payment - if you have lost, better luck next time. You can see a history of auctions you have entered in your account details. If you wish to dispute the auction result, please contact the auction manager at userhelp@guardian.co.uk.
Why are some auctions still open past their closing date?
To make it fairer for all bidders, an auction is automatically extended for five minutes if a new bid is made in the last five minutes. This gives other bidders a last chance to bid again. From then on the auction will remain open until five minutes elapse with no new bids being made.
What are my responsibilities?
All bids are legally binding. You must check the details carefully. You must pay any booking fee or associated charge indicated in the auction listing. You must ensure that you have, where appropriate: travel insurance, a driving licence, a valid passport and visa, and any inoculations you will need.
Do I have to buy anything when I register?
No, you can use the site for any length of time without bidding or winning.
Can I have more than one account?
No, each user can have only one account.
How do I pay?
The seller will arrange payment when they contact you after you win an auction. Some sellers may take payment immediately, others may take payment at the end of your stay. You must have the means to pay at the point at which you win the auction.
Why do I need a credit card?
We take credit card details to ensure that you are a UK resident, over 18 and therefore eligible to bid. Credit card details are not stored. We will take a transaction for a small amount of money to check the card's validity, and refund it to you immediately. This will all be done on a secure server.
I'm registered with GU - why do I need to register again for auctions?
Our travel auction site is operated by a third party on our behalf. Because the requirements are different there is a separate registration system.
Is my bid binding?
Yes, your bid is legally binding. By placing a bid you have made a legal offer to the seller and you also agree that you may only retract a bid before the close of the relevant auction in exceptional circumstances, such as where the seller materially changes the offer after you place your bid, or where an obvious typographical error is made. You may only retract a bid, after it has been accepted by the seller, when in Guardian Newspapers Limited’s reasonable opinion you have made an obvious typographical error when placing a bid amount or quantity (for example when you have submitted 5000 instead of 500).
To retract a bid you must contact the Guardian Unlimited Travel Auction manager with your bid retraction request before the auction closes. You can contact us by emailing us userhelp@guardian.co.uk. You must include the item listing number and the reason for the retraction.
Bid retraction requests received by us without a valid explanation will not be processed. If we accept your bid retraction request, you may not place any new bid on that item.
Who am I buying from?
Holiday companies and suppliers of travel services submit products for sale on the site. You are buying directly from them; Guardian Unlimited and its partners take commission for hosting the auction, but do not themselves provide the services.
Who can I contact if I’m unhappy with the result of an auction?
Please contact userhelp@guardian.co.uk in the first instance if you have any questions about the auction site.
Who can I contact if I’m unhappy with the product that I have purchased through the site?
Once the seller has contacted you, your agreement is with the seller - any complaints or issues should be taken up with the seller's customer service department.
What does Guardian Unlimited do with my information?
Guardian Unlimited's partner Truition collects information about you and uses it in accordance with the GU privacy policy.
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