Website Usage: Terms and conditions
Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use. If you disagree with any part of these terms and conditions, please do not use our website.
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The term ‘Maan Travel and Tours Services ltd or ‘us’ or ‘we’ refers to the owner of the website whose registered office is 70 Cove Road,Farnborough,Hampshire,GU14 0EN whereas ”You” and ”Yours” refers to customers and any other person in your party. Our company registration number is 12255618 in England.
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The Terms & Conditions (“booking conditions”) below apply to all package holiday bookings made with Maan Travel and Tours.
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Please read the booking conditions carefully, as they form the basis of your package holiday contract with Maan Travels and Tours and set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them.
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Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated.
We hope your holiday will live up to what you desire, so it is very important that you choose the right arrangements for you. Our staff are always happy to advise and give you their professional opinion; however, it is essential that you also conduct your own independent research to ensure you are happy with the arrangements being made.
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Confirming your Holiday:
When you decide to confirm your holiday with us, please ensure that you cancel any other flights which may have been held for the same dates/airlines, by other Tour Operators/Travel Agents. Failure to do so may result in the airline subsequently cancelling the flights we have booked, with additional costs being incurred to re-book for which you would be liable to pay.
Your Contract:
You will receive standard information about your travel arrangements and details of their main characteristics before a binding agreement comes into existence. That information, these terms, where applicable the Travel Provider’s booking terms, our privacy policy and any other written information we brought to your attention before we confirmed your booking form the basis of your contracts in connection with the arrangements making up your booking. Please read all that information carefully as it sets out the scope of our and the Travel Provider’s agreements with you as well as our respective rights and obligations. By making a booking, you agree to be bound by all such information and terms and conditions.
Package Holidays contract:
Definition of Package: A package exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.
If you or any other member of your party decides to cancel your confirmed booking you (Lead Passenger) must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges shown below. The cancellation charge detailed is calculated on the basis of the total booking price payable by the person(s) cancelling, excluding insurance premiums and amendment charges as these are not refundable in the event of a cancellation :-
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Period before departure within which notice of cancellation is receive by us in writing via email & % of total booking price*
More than 84 days Loss of Deposit( Condition apply)
84-50 days 30% or deposit or if greater
49- 29 days 50%
28 days or less 100%
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*Bookings that include budget/Low Cost or Schedule Flights and some Cruise Companies and/or train tickets may incur different cancellation charges as a result of the cancellation charges imposed by these suppliers. In that event, our cancellation charges will be increased, if needed, to cover our liability for the additional cancellation charges imposed by these suppliers. Please inquire at the time of booking.
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**Where a low deposit has been paid at the time of cancellation you will be required to pay the remainder of the full deposit.
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Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.
If you or any member of your party wishes to do so, that person(s) may transfer their place to someone else providing we are notified not less than 7 days before departure, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Bookings of single – contract packages:
Bookings of Accommodation:
· Bookings cancelled more than 7 days before departure – £20 cancellation charge plus the provider charge if any applicable.
· Booking cancelled 7 days or less before departure – 100% of the booking value
If you make a new accommodation booking within 7 days having cancelled more than 7 days before departure we charge a £20 amendment fee.
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Bookings of Attraction Tickets:
For attraction tickets where either tickets or vouchers have been issued no refund can be processed until the tickets or vouchers have been returned to us undamaged and unused. Some attraction tickets are non-refundable.
Bookings of Transfers:
If you wish to cancel a transfer booking this will incur a cancellation fee of £10 or 20% of the total transfer booking value – whichever is greater. If you booked your transfer with accommodation and you wish to cancel all of your arrangements, then only the accommodation cancellation fee is due.
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Please note that once we have cancelled your booking, you will not be able to travel, even where we have collected the balance of the payments due from you and any cancellation fee.
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For other products the Travel Provider may charge the cancellation charge shown in their Booking Conditions.
Please note that if you choose to cancel your booking we will not refund you any administration fee(s).
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5 Our Service Charges
In certain circumstances we apply a service charge for the services we provide, in addition to any charge levied by the supplier:
SERVICE – CHARGE
Name Change – Supplier’s charge + £25 per booking
Date Change – Supplier’s charge + £25 per booking
Amendment – Supplier’s charge + £25 per booking
Late Booking Fee – Supplier’s charge + £10 per booking
Cancellation – Supplier’s charge + £25 per booking or value if lesser than that
Changes or Cancellation from Us
Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We will do our best to notify you or your travel agent of any changes as soon as reasonably possible if there is time before your departure, we will have no other liability to you. Examples of “minor changes” include the following when made before departure:
Any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type.
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A change of outward departure time or overall length of your holiday of twelve hours or less.
A change of accommodation to another of the same standard or classification.
Occasionally we may have to make a major change to your confirmed arrangements. ”Examples of “major changes” include the following, when made before departure:
A change of hotel accommodation area for the whole or a significant part of your time away.
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A change of hotel accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
A change of outward departure time or overall length of your arrangements of twelve or more hours.
A change of UK departure airport, as long as that change is not from one London airport to another London airport ( London airports are Heathrow, Gatwick, Stansted, Luton and London City’), or as long as that change is not from Glasgow to Edinburgh ( including Glasgow Prestwick).
If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you
the choice of:
(i) (for major changes) accepting the changed arrangements;
(ii) having a refund of all monies paid; or
(iii) accepting an offer of alternative travel arrangements of lower, equivalent or superior quality from us, if available (we will refund any price difference if the alternative is of a lower value).
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You must notify us of your choice within 72hrs of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements. If we make a major change or cancel, we will (subject to the exclusions noted below) also pay compensation as detailed below:
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Period before departure when a major change is notified – Compensation payable per full fare paying passenger (for children see below)*
More than 98 days £0.00
98-43 days £10.00
42-29 days £20.00
28-8 days £30.00
7-0 days £40.00
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*A child invoiced at a reduced rate will be paid credit/compensation on a pro rata basis of the adult rate.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
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We will not pay you compensation:
(i) in the event we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. When we refer to circumstances beyond our control we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, threat of war, airport closures, airspace closures (as well as other air traffic management decisions which may give rise to long or overnight delays or cancellations of one or more flights), epidemic, significant risks to human health such as the outbreak of a serious disease at the travel destination, natural or nuclear disaster, serious security problems such as terrorist activity, civil unrest or events arising out of political instability, industrial dispute or strikes, bad weather (actual or threatened), Foreign Office advising against travel to a particular destination and significant building work taking place outside of your accommodation (such as resort development).
(ii) if we make a minor change;
(iii) if we cancel as a result of your failure to make full payment on time;
(iv) where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you; or (v) if we cancel your arrangements because the minimum number of participants to run the arrangements has not been reached. (We will tell you if we have to cancel for this reason within the time periods set out in the first paragraph of this section 6.
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The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. Very rarely, we may be forced by “force majeure” (see Section C(9)) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.
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If you or any of your party have difficulties on your trip, we shall (at no charge to you unless the difficulty has arisen due to you or the other traveller or through your or their negligence) provide appropriate assistance including providing appropriate information on health services, local authorities and consular assistance and assist you with making distance communications and making alternative travel arrangements. If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make suitable alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will compensate you for the difference between the services to be supplied under the contract and those supplied. If it is impossible to make these arrangements, or you do not accept them for good reasons, we will, where appropriate, provide you with equivalent transport back to the place of departure or to another place to which you agree and will, if appropriate, compensate you. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notify us of these needs at least 48 hours before the start of your holiday.
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If You Cancel Your Booking Before Departure
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. Should one or more members of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase. Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows:
Period before departure in which you notify us Cancellation Charge*
More than 70 days Deposit only
70 – 43 days 50% of holiday cost
42 – 31 days 75% of holiday cost
30 days or less 100% of holiday cost
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Please note that insurance premiums and amendments charges are not refundable in any circumstances.
*Important Note: In some circumstances higher cancellation fees may be applied by certain product suppliers, for example (but not limited to) airlines, accommodation, rail or touring products. Should this be the case you will be notified of such fees before confirming your booking and these will apply in the event of a cancellation. These fees may be any amount up to 100% of the cost of the product. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
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Force Majeure
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
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Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
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Our responsibility for your booking
Your contract is with the supplier and its booking conditions apply. As agents, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
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Complaints
We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us . If the problem cannot be resolved and you wish to complain further, you must send a formal written notice of your complaint to us at our office within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.
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Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 24 for further details. You can also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
Your Behaviour
All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
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We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
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Passport, Visa and Immigration Requirements & Health Formalities
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/ or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.
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Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov. For European holidays you should obtain a completed and issued form EHIC prior to departure. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
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Delays, Missed Transport Arrangements and other Travel Information
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time). The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be dispatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know.
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Please note the existence of a “Community list” (available for inspection at https:// ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community. This brochure is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.
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Insurance
Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (eg. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.
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Financial Protection
All the Package holidays we sell come with protection for your money. If you buy a single travel service then this might not apply. Package holidays are protected by the package organiser and we will provide you with their confirmation. Our Flight-Plus holidays are ATOL protected.
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When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
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If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday with us, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018.
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Therefore, we will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.
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However, if you book any additional travel services during the same visit to or contact with us, the travel services will become part of a linked travel arrangement. In that case we have, as required by the Package Travel and Linked Travel Arrangements Regulations 2018, protection in place to refund your payments to us for services not performed because of our insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.
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We provide protection for your flight based travel services through our Air Travel Operators Licence.
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A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at
http://www.legislation.gov.uk/uksi/2018/634/contents/made
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Keep informed of current travel health news by visiting www.travelhealthpro.org.uk. The advice can change so check regularly for updates.
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