Essential booking conditions and important information
Terms and conditions
The following terms and conditions will apply to: (a) your use of our website; (b) our supply of products and services; and (c) our dealings with you. Al Fresco is a trading name of Al Fresco Holidays SAS, 1A Warth Business Park, Warth Road, Bury, Lancashire, UK, BL9 9NB. Registered Office: 570 Avenue du club Hippique, Immeuble le Derby, 13097 Aix-en-Provence, 2010 B 1989 RCS Aix-en-Provence. ATOL No. 10338. Normally when you book travel arrangements on this website your agreement is with Al Fresco Holidays SAS or we will make it clear if Al Fresco Holidays SAS is acting as an agent for another travel provider. Occasionally we may connect you to a website or a third party site. By entering, accessing or using our website in any way, you agree to comply with all of our terms and conditions. In addition, when you book any products from us, you will do so subject to the terms and conditions on this page, and as set out in the Al Fresco Booking Terms and Conditions and to such further terms and conditions as may be applied by another supplier of travel services depending on the type of arrangements you book (together, the "Conditions of Contract"). These Conditions of Contract constitute the entire agreement and understanding between you and Al Fresco Holidays SAS in relation to their subject matter. By proceeding with a booking, you acknowledge that you have read and understood all of the Conditions of Contract and agree to be bound by them. However, if you do not or cannot accept our Conditions of Contract in full, you must stop using our website immediately. These Conditions of Contract may vary from time to time. By browsing this website you accept that you are bound by the terms and conditions current at the time when you browse or book.
A: TERMS AND CONDITIONS - WEBSITE USE
This website has been designed for use within the United Kingdom. By accessing this website you are agreeing that the Courts of England will deal with any disputes which may arise between you and us, and that English law shall be the applicable law.
NON-COMMERCIAL USE ONLY
You may only use this website for your own personal use (which will at all times be reasonable and not abusive) or for purposes legitimately connected with purchasing our products and services.
You are not allowed to access, use or copy any material or information on this website for any commercial purpose or for any purposes which are unlawful. In particular, you are not allowed to copy (whether by printing off, storing on disk or in any other way), distribute (including distributing copies), alter or tamper with in any way or use any material contained in this website except that you may print off any individual page for your own personal use.
OWNERSHIP AND USE OF MATERIAL AND INFORMATION ON OUR WEBSITE
This website displays brands, trademarks and registered trademarks which are registered in the UK and/or other countries and which belong to us. Other product and company names mentioned on this website are proprietary to their respective owners. You are not licensed to use any of the marks on our website unless written permission is granted, and you may not meta tag any of these marks.
Unless otherwise stated, we own (or are licensed to use) the intellectual property rights in the content and information in this website, including (without limitation) all text, sound, photographs, images, logos, videos, 360° maps, podcasts, blogs, customer reviews, graphics, design, underlying source code and software. Subject to the "Non-Commercial Use Only" section above, material and information, either whole or in part, from this website may not be reproduced, copied, republished, downloaded, posted, broadcast or transmitted in any form or medium without our and/or the appropriate owner's prior written permission.
If you wish to include a link to our website, unless you have our written permission, you may only do so to our homepage.
This website contains links to external web sites. These links are provided so you can find out further information quickly and easily. Please note that we are not responsible for the content of these websites.
B: TERMS AND CONDITIONS - SUPPLY OF PRODUCTS AND SERVICES
See our Booking Terms and Conditions for the purchase of travel products and holidays from us.
Please note that Al Fresco Holidays SAS provides accommodation and transport from a wide range of accommodation providers and carriers including airlines, ships, railways and car rental companies. The provision of such travel arrangements will be subject to the terms and conditions of each supplier as part of your Conditions of Contract with us (either as agent for the supplier or as part of our holiday package as you will see in section 1 of the Booking Terms and Conditions. We cannot list all of the supplier's terms and conditions here but you will need to have read them carefully. The main companies that we do business with are listed below but due to the wide range of travel products that we provide, as agent as well as part of our holiday packages, there are many more. You will be able to find the conditions of carriage for these suppliers on their own web sites. If you are unable to do this then please contact us.
For the terms and conditions of Europcar please click here.
C: TERMS AND CONDITIONS - GENERAL
These terms and conditions do not affect your statutory rights.
To the maximum extent permitted by law, Al Fresco Holidays SAS disclaims all warranties, whether express or implied by statute, custom or usage relating to the information contained in this website and we shall not be liable for any losses or damages whatsoever, whether in contract, tort (including negligence), or otherwise arising from this website, or from any interruption or delay in accessing this website.
Changes to these terms and conditions
These terms and conditions may vary from time to time. By browsing this web site you are accepting you are bound by the terms and conditions current at the time when you browse.
Who we are
'We', 'us' and 'our' in Our Agreement means Al Fresco Holidays Ltd SAS, which is a member of the Homair Group of companies. Registered Office: 570 Avenue du club Hippique, Immeuble le Derby, 13097 Aix-en-Provence, 2010 B 1989 RCS Aix-en-Provence. Al Fresco is a trading name of Al Fresco Holidays Ltd SAS, 1A Warth Business Park, Warth Road, Bury, Lancashire, UK, BL9 9NB.
Our agreement with you
Our Agreement with you sets out what you are legally entitled to expect from us when you buy our travel services. Those travel services are as advertised by us but may also have restrictions set out in Our A-Z Guide which should also be read carefully. You should read All You Need to Know A-Z Guide and these terms and conditions carefully, before you book, to see how they affect your specific travel arrangements made by us.
1. Your Travel Booking
Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent
correspondence, including changes, amendments and cancellations. You must be 18 years old and possess
the legal capacity and authority to book as the lead name and travel on holidays with us and take up the
offers advertised by us if they are still available. You are responsible for ensuring the accuracy of the
personal details or any other information supplied in respect of yourself and any other person travelling on
the booking and for passing on any information regarding the booking or any changes made in relation
thereto, to all persons travelling on such booking, including but not limited to information on schedule
changes or copies of booking confirmations.
It is a condition of your booking with us that you and all other members of your party, including infants and
children, are adequately insured on holiday. Any person who is under 18 years old must be accompanied by an
adult on his or her journey.
You can book with us and take up the offers advertised by us if they are still available. There may be other
restrictions on some offers, but these are explained in the details of those offers. When you or (if you are
booking through a travel agent) your travel agent ask for your booking to be confirmed, we will confirm the
booking there and then, and set aside your chosen accommodation, holiday or transport for you. Next, we
will send you or your travel agent a Confirmation Invoice within 14 days. We may not be able to confirm
some of our ground arrangements straight away (e.g. hotel stopovers). In these instances we may issue a
Confirmation Invoice. However, a contract for arrangements that have not been confirmed on that invoice
will only be made when we have sent you written confirmation that those additional arrangements have been
completed. If there is any change to any of the details discussed at the time of booking, before the
Confirmation Invoice is issued, we will notify you promptly of any new or changed details, including a
change to the total price (if any). If any detail on the Confirmation Invoice is not correct tell us or your travel
agent immediately. If there is an obvious error on the Confirmation Invoice we reserve the right to correct it
as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if
your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not
acceptable then you will be entitled to a full refund.
Your contract will either be with us or with another supplier of travel services and this will depend on the type
of arrangements you book: Your contract will be with us if we arrange at least two or more of the following
services when the services are taken together and also either cover a period of more than 24 hours or include
overnight accommodation:- (a) transport; (b) accommodation; and (c) other tourist services not ancillary to
transport or accommodation which account for a significant part of the arrangements. But we will need to be
aware that you have made more than one arrangement with us. For all other arrangements, we are the
Booking Agent for a number of suppliers. Your contract will be with the supplier and we accept no
responsibility for their actions or omissions. Copies of the conditions of your contract with your supplier are
available on request from us and we recommend that you ask for them and read them before you book so that
you are aware of how they may affect your booking. Flight operators' terms and conditions are available on
their websites. We are the supplier's Booking Agent, the clauses set out below that refer to your booking as a
`holiday' will not apply to you.
When you buy an ATOL protected air package or flight from us you will receive a confirmation invoice from
us (via our authorised agent through which you booked) confirming your arrangements and your protection
under our Air Travel Organiser's Licence number 10338. In the unlikely event of our insolvency, the CAA will
ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an
advance booking. For further information visit the ATOL website at www.atol.org.uk.
The price of your holiday includes the amount of £1 per person as part of the ATOL Protection Contribution
(APC) we pay to the CAA.
Air Passenger Duty, which is payable by all passengers departing from UK airports, is included in the price of
your holiday. The price of your holiday will include the Air Passenger Duty for an economy seat.
2. The Price You Pay
All prices we advertise are accurate at the date published, but we reserve the right to change any of those
prices from time to time. Prices include a cost for fuel that was estimated at the time of printing our brochure; we reserve
the right to add a fuel supplement to holiday prices should this increase after publication of the current brochure
edition. Prices can go up or down. We will be able to tell you or your travel agent the up-to-date price of your
chosen travel arrangements and of any other services advertised by us before confirming your booking.
We reserve the right to increase the price of your holiday after you have booked but no later than 30 days
before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made. If
we are your Booking Agent (see section 1 above), then we, acting on behalf of your supplier, will pass on any
price increase in accordance with the conditions of the contract with your supplier.
For all other arrangements, after a Confirmation Invoice has been sent to you, any increase to your holiday
price will be as the result of changes in our costs of supplying your holiday resulting from transportation
charges, (fuel, airport charges, scheduled air fares and other transport charges which form part of our contract
with the transport provider), currency fluctuations and government action. An administration charge and any
relevant travel agent's commission is included within these amounts.
If the increase would be 2% or less of the holiday price shown on your Confirmation Invoice (excluding
insurance premiums and any amendment charges), we will absorb the changes in our costs described above
and will only pass on any increase above that level. If any change in our costs would cause a reduction in your
holiday price, we will not make refunds of amounts less than 2% of your holiday price (calculated as above),
but we will refund in full amounts exceeding such 2%, after deducting an administration charge of £1.
If the increase is more than 10% of the holiday price (calculated as above), then :-
1. You may cancel your holiday booking within 14 days of the Amendment Invoice date and receive a refund
of all monies paid to us except any amendment charges; we will only consider an appropriate refund of
insurance premium paid if you can show us that you are unable to transfer or re-use your policy; and
2. The increase will be considered a Major Change as described in section 4 below and, unless you choose to
cancel under paragraph 1 above, you will be entitled to the alternatives set out in section 4 for those
circumstances, but in either case you will receive compensation in accordance with section 4.
The price quoted on the last Amendment Invoice issued is guaranteed, unless you change your holiday
booking. Any increases in our costs which occur after the last Amendment Invoice has been sent will be
borne by us.
3. If we cancel your booking
Your contract with your suppliers may allow them to cancel bookings. Where this occurs, we will ensure that
you are promptly notified of any significant changes e.g. to airline flight or ferry times and routes, but accept
no liability for the changes or costs incurred which may result.
We aim to provide your holiday as booked. But if, for example, there are not enough people booked on your
holiday, or you do not pay the balance of the holiday or Our Accommodation price on time, we may cancel it.
We reserve the right to cancel your holiday in any circumstances but if we cancel your holiday you can either
have a refund or accept a replacement holiday from us of equivalent or closely similar standard and price (if
one is available). In either case, we will pay you compensation, using the scale shown below (unless we cancel your
holiday because you do not pay us the balance of the holiday price or because of one of the events listed in the
`Important note - events beyond our control') and we will always refund the difference in price if the
replacement holiday is of a lower standard and price. We will not cancel your holiday less than eight weeks
before you go, unless this is the result of one of the events in the 'Important note - events beyond our control'.
4. If we change your booking details
We hope that we will not have to make any change to your holiday or Our Accommodation but, because our
holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right
to do this at any time. We will let you or your travel agent know about any important changes when you book.
If you have already booked, we will let you know as soon as we can, if there is time before your departure.
Flight timings shown by us are for guidance only and may change. Your Confirmation Invoice will show the
latest planned timings. Your actual flight or ferry timings will be shown on your ticket (including any e ticket
itinerary), which you should check carefully as soon as you receive it.
Major changes to your holiday
Occasionally, we have to make major changes your transport or accommodation making up your holiday with us. If we tell you about any of these changes after we have confirmed your holiday booking, you may either:
- accept the new arrangements offered by us; or
- accept a replacement holiday from us of equivalent or closely similar standard and price, if one is available; or
- cancel your holiday with us and receive a full refund of all monies paid.
Either way, we will pay you compensation, using the Compensation table shown below, unless the change is for
reasons beyond our control (see the `Important Note - events beyond our control') and we will always refund
the difference in price if the replacement holiday is of a lower standard and price.
Major changes to your holiday for which we will always pay compensation, using the scale shown, may include
the following changes: a significant change of destination; a change in accommodation to that of a lower
category, a change in the time of your departure or return flight or ferry by more than 12 hours, a change of
UK departure airport or seaport (excluding changes between London airports, London, Ebbsfleet and Ashford
stations and between Dover/Folkestone ports) but see also `Important note - events beyond our control'.
These changes are only examples and there may be other significant changes which constitute major changes.
This standard payment will not affect your statutory or other legal rights. We will only make one payment
for each holiday booking. These compensation payments do not apply to special offer holidays. These scales are
based on how many days before your booked holidays departure we tell you of a major change. See also the
`Important note - events beyond our control'.
Period before departure
when a major change is notified Compensation payable per booking
More than 56 days Nil
29-55 days £40
15-28 days £60
8-14 days £80
0-7 days £100
If the change is not acceptable to you
If any major change indicated above is not acceptable to you, you can cancel your booking. In this case,
we will refund all the money you have paid us and will pay you compensation, as shown above,
depending on how many days before your holiday we tell you about this change. This standard payment
will not affect your statutory or other legal rights.
Important note - events beyond our control
Events beyond our control include: war, threat of war, riots, civil disturbances, terrorist activity, industrial
disputes, natural and nuclear disasters, fire, epidemics, health risks, technical problems with transport
including changes due to rescheduling or cancellation of flights by an airline or alteration of the airline
or aircraft type for reasons beyond our control or that of our suppliers; closed or congested airports or
ports, hurricanes and other actual or potential severe weather conditions, and any other similar events.
In February 2005 a new Europe-wide law relating to denied boarding, delays and cancellation of flights
came into force. This law grants new rights to passengers including circumstances the right to cancel
their flight and receive reimbursement of the cost of the flight from their airline. Full details of these
rights will be publicised at EU airports and will also be available from affected airlines. However, you
should note that reimbursement of the cost of a flight that forms part of your holiday is the
responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost
of your holiday from us.
5. What happens to holiday complaints
We can usually sort out any complaints you may have. But if we cannot agree, you can take the matter to an
arbitrator appointed by The Chartered Institute of Arbitrators. Details and application forms are available
from ABTA, 30 Park Street, London, SE1 9EQ.
The arbitrator will only deal with your complaint if it relates to a holiday and:
-you are claiming up to £5,000 for each person or £25,000 for each booking;
-you contact them within 9 months of the end of your holiday; and
-your complaint does not involve major physical injury or illness in excess of £1000.
This is a cheap and simple way of sorting out complaints and there are limits on the costs you might have to pay.
You do not have to appear in person, but can send documents to explain your complaint. If you would like
more details, please ask our Customer Service Department. If you prefer, you can take your complaint to the
County Court or another suitable court.
6. Your Financial Protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of insolvency. For package holidays this security is provided by a bond managed by ABTA.
All flight inclusive holidays are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. This lists what is financially protected and where you can get further information on what this means for you. It is essential that you take your ATOL Certificate on holiday with you.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate. In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which cases you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
For flight inclusive holidays money accepted by an authorised travel agent is held by that agent on behalf and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent¿s obligation to pay it to the ATOL holder for so long as the ATOL holder does not fail. In the unlikely event of our financial failure any money held at that time by the agent or subsequently accepted from you by the agent is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to the principal ATOL holder.
7. Our responsibility for your holiday
We will arrange for you to receive the services that make up the holiday that you choose and that we confirm.
These services will be provided either directly by us or through independent suppliers contracted by us.
We are responsible for making sure that each part of the holiday you book with us is provided to a reasonable
standard and as was advertised by us (or as changed and accepted by you). If any part of your holiday is not
provided as described and this spoils your holiday, we will pay you appropriate compensation (see the
`Important note - events beyond our control'). We have taken all reasonable care to make sure that all the
services which make up the holidays advertised by us are provided by efficient and reputable businesses.
These businesses should follow the local and national laws and regulations of the country where they are
provided. However, overseas safety standards are generally lower than in the UK, for example few hotels yet
meet EC fire safety recommendations even in Europe.
8. Personal Injury 1
Except where we are providing Our Accommodation, this section covers injury, illness or death while you are
using the holiday services that we have arranged for you. We have no direct control over the way our
suppliers provide their services but everyone employed or contracted by us or by our suppliers is expected to
carry out their duties properly. If they do not carry out their duties properly (or at all) and that fault results in
your injury, illness or death, we may make a payment to you. We will not make any payment if your injury,
illness or death was caused by an event or circumstances which the person who caused it could not have
predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your
illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would
receive under English law in an English court.
Note: We will make such payments for injury, illness or death on the basis that you are expected to accept that:
1. You must tell us and the supplier involved about your injury or illness while you are in the resort (see
section 13). You should also write to our Customer Services at the address given in our A-Z Guide about
your claim within three months of coming home from your holiday to allow us to investigate it properly.
Please include a letter about your injury or illness from your doctor if you can.
2. You should transfer to us any rights you have against the supplier or any other person.
3. You should co-operate fully with us if we or our insurers want to enforce those rights.
4. Any payments we make may be limited in accordance with international conventions.
We ask you to transfer your rights to us so that we can claim back from suppliers any payments we make to
you, plus any legal or other costs. We will not make a profit from this. If we get back from the supplier more
than we have paid you plus these costs, we will give the extra money to you.
8. Personal Injury 2
Except where we are providing Our Accommodation, this section covers damages, injury, illness or death
which is not connected with the arrangements made by us. If you or someone on your holiday booking is
injured, falls ill or dies while taking part in an activity which is not part of the holiday, or you need to incur
unpredictable extra expenses for which we are not liable (see `Important note - events beyond our control')
we will try to help if we can. For example, we can help by:
-providing translation services
-communicating with authorities and others in foreign resorts
-recommending foreign lawyers (if necessary)
-explaining the procedures you should follow
-telling you of any time limits
We will help everyone on your holiday booking up to a total cost to us of £5,000 as long as the following conditions are met:
1. You must ask us for help within three months of coming back from holiday.
2. You must make a claim under your travel insurance policy's legal expenses or other appropriate section. You must show us proof that your insurance company has received your claim and, if you get back the cost of legal or other expenses, you must repay us any money we have spent in helping you.
Your agreement with us
9. Your contract
By asking us or your travel agent to confirm your booking, you are accepting on behalf of all persons travelling
on this booking that the terms of this Agreement, which incorporate the information, restrictions and
obligations set out in our A-Z Guide, and the conditions of any terms and conditions of carriage - see
Conditions of Your Ticket below constitute the entire agreement between us with regard to your booking
and your travel arrangements. You also consent to our processing personal information about you and other
members of your party.Your contract with us is subject to the laws and jurisdiction of England and Wales.
You agree to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matter
arising under or in connection with your contract with us. You may however choose the law and jurisdiction
of Scotland or Northern Ireland if you are resident in either of these jurisdictions but not to any other law
10. Paying for your travel arrangements
You will be required to pay a deposit to us when you book unless this is within ten weeks of departure when
the full amount for the booking is payable. The deposit amount will be specified by us or your travel agent
when your booking is made. Please note your booking deposit may be increased or there may be a charge
payable for some accommodation, holidays or flight bookings where it is necessary to secure specific facilities
with full payment at the time of booking e.g. specific types of airline tickets.
Once confirmed, the booking deposit, additional charges paid and insurance premiums will not be refunded
in the event of cancellation except in the circumstances specified in Sections 2, 3 or 4 or as otherwise
required by law.
Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us.
You must pay the amount on the last Invoice issued by us, no later than ten weeks before you go on holiday.
If you don't, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge
up to 100% of the total on that last Invoice, in accordance with the scale in section 12.
If you pay money for your booking to a travel agent appointed by us, they will hold that money as our agent
from the time they receive it until they pay the money to us.
Telephone bookings may incur an additional charge, check at time of booking.
If payment for your booking is made by credit card or some debit cards a handling fee will apply, check fee at
time of booking.
11. If you change your booking
1. If you want to amend the details of your booking such as changing a name or an optional extra we will do
our best to help. An administration fee of £35 for changes made after 31.12.12 will be applied. Amendments
made within 70 days of departure will be charged at £50.
2. Should you wish to amend your accommodation, parc, departure date, duration or departure point then
please contact us to see if this is possible. If we can accommodate your changes, additional charges may apply
due to the commercial considerations of Al Fresco or any of our suppliers as a result.
3. The price of your new holiday arrangements will normally be based on the prices which apply on the day
you ask for the change. These prices may not be the same as when you originally booked. Special early
booking offers, free night promotions and reductions may not be carried over from when you originally booked.
4. Name change, and or departure details such as date and time changes are not always allowed by airlines
and other transport providers whenever they are made. Whilst we will do our best to change the details of
the booking, please bear in mind that most airlines and other transport providers treat name and departure
detail changes as a cancellation and charge accordingly. These charges will be passed on to you. Once tickets
have been issued, and sometimes even before they have been issued, any changes made to the ticket, including
names or initials, will result in you having to pay for the cancelled ticket and buy a new ticket at full cost.
5. If, within 70 days of departure, you want either to change to a different holiday or you wish to change your
departure date to a later date, you will have to pay cancellation charges (see section 12). If the change means
we must send you new tickets, we cannot give you any refund until we have received all your old travel
documents, including tickets.
6. Where we are providing Our Accommodation, and subject always to clause 11.3 above, if you are prevented
from taking the holiday you have booked, you may transfer your booking to another person, provided you
meet the following conditions:
- You must authorise us to make the transfer;
- The person to whom you transfer your holiday booking must comply with all the terms of the existing booking;
- That person must accept the transfer and the terms of Our Agreement;
- That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (and the premium cannot be refunded);
- We will also charge amendment fees in accordance with section 11.1 above. This will be added to the new Invoice issued to that person;
- You cannot transfer a holiday booking within 14 days of departure; and
- You will remain responsible for the payment of any balance on that new Invoice should that person fail to pay it.
12. If you cancel your booking
If you want to cancel your booking or part of it, you or your travel agent must advise us in writing at the
address given in our A-Z Guide. The letter must be signed by the lead name on the booking and once we
receive it you should expect to receive a cancellation invoice within 14 days. If you do not then please
contact us to ensure your letter has been received. To cover the cost of processing your cancellation and to
compensate us for the risk that we may not be able to resell your travel arrangements, we make a cancellation
charge on the scale shown below. The person who made the booking is responsible for paying this charge.
The size of the charge depends on when we receive your form or letter - the more notice you give, the less
we will charge.
Period before departure
within which written notice of
cancellation notice is received % of total Booking cost
70 days or more Deposit* and insurance
43-69 days 30%
29-42 days 50%
8-28 days 90%
0-7 days 100%
*Where the standard deposit is increased to secure specific facilities or an additional payment has been made
for transport tickets (see section 10 and 11.3 above) and these are non-refundable in whole or in part,
then the scale of charges shown will be calculated based on a % of the cost of all other arrangements and the
non-refundable charges will be added to that cancellation change to give the total charge. Our Accommodation
is non-refundable in whole or in part.
Please note that for certain travel arrangements e.g. many scheduled transport providers the cancellation
charge may be higher than those shown. In certain cases including for Our Accommodation a 100%
cancellation fee applies as soon as the booking is made and the ticket is issued. Please ask for full details
of cancellation charges at time of booking. Please check your holiday insurance policy.
13. If you have a complaint
If we are the Booking Agent, your contract with your supplier may have a complaints procedure to follow
(see Section 1).
If your contract is with us and you have a complaint about your holiday whilst away, you must immediately
notify a member of staff locally. If they are unable to resolve the problem immediately or a member of our
staff is not available, you must contact the UK office straight away by telephone/fax/email and we will
endeavour to assist. If you are still not satisfied on your return home, you must write to our Customer
Services at the address given in our A-Z Guide, within 28 days of returning from your holiday, so that it
can be investigated further. Please write your holiday reference number on your letter, and include
your daytime and evening telephone numbers. If your complaint relates to your mobile home, please
include the emplacement/unit number in your letter. If you do not give us the opportunity to resolve any
problem locally by reporting it to a member of staff then we may not be able to deal with any complaint
on your return.
14. Conduct While Travelling
We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour
is disruptive or affects other travellers or is threatening or abusive towards our staff or agents in the UK or
resort, on the telephone, in writing or in person. If the Captain of your flight, ferry or any of our resort
staff believes that you could be disruptive or that you are suffering from a contagious disease, they can also
refuse to let you proceed with your travel arrangements or restrict your movements onboard or disembark
you from a ship or aircraft. If you are disruptive this means you are not allowed to board the flight or ferry
outbound from the UK, we will treat your booking as cancelled by you from that moment, and you will
have to pay full cancellation charges (see section 12). If this occurs overseas then you will become
responsible for your own return home and any other members of your group who cannot or will not travel
without you. If you are refused carriage because of your disruptive behaviour, or you are under the
influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to
other airlines for their information. This in turn may make it difficult for you to book other airline tickets.
In any of these circumstances no refunds or compensation will be paid to you and we may make a claim
against you for any costs and expenses incurred as a result of your behaviour e.g. the cost of diverting an
aircraft or ship to remove you. Criminal proceedings may also be instigated.
15. Your accommodation
Any accommodation/mobile home we arrange for you must only be used by those people named on your
Confirmation Invoice (or on any Amendment Invoice issued). You are not allowed to share the
accommodation/mobile home or let anyone else stay there. You are responsible for the cost of any non
accidental damage caused to your accommodation/mobile home or its contents during your stay, except
damage caused by persons not known to you. These charges must be met by you and may have to be paid
locally. See Equipment Damage Waiver information in our A-Z Guide.
16. The conditions of your ticket
When you travel by air or by sea, your journey may be subject to certain international conventions such
as the Warsaw Convention, Montreal Convention or Athens Convention. You agree that the transport
company's own `Conditions of Carriage' will apply to you on that journey. When arranging this
transportation for you, we rely on the terms and conditions contained within these international conventions
and those `Conditions of Carriage'. You acknowledge that all of these terms and conditions form part of
your contract with us as well as with the transport company. You can ask us or the travel agent booking
your holiday to provide you with a copy of any of the conditions applicable to your journey. We will tell
you the identity of your air carrier when you book with us and if it is not known at that time or
subsequently changes we will inform you as soon as possible and no later than at check-in for your flight.
17. Contacting you
If you book via our website or have opted in other circumstances for us to contact you via e-mail, we will
communicate with you using the e-mail address you have provided. For example, to provide your
e-confirmation, e-ticket, e-cancellation, etc. We will assume that your e-mail address is correct and that
you understand the risks associated with using this form of communication. Please note that you may still
have to contact us via our call centre or in writing as required in our terms and conditions.
1. Travel arrangements
(i) All land, sea and air travel arrangements, timings and routings are provisional until confirmed with your
travel documentation and may change after this due to circumstances beyond our control. (ii) Operational
decisions may be taken by carriers, airports and/or port authorities and other competent authorities, resulting
in delays, diversions or re-scheduling. When such situations occur this is not within our control and we
cannot accept liability for them.
2. Special requests
We will always pass on any special requests and try to meet them but cannot guarantee to do so. Any special
requests or requirements which you may have such as special facilities or certain medical conditions or any
other requirement which is important to you should be made directly in writing to us before you book.
If you require the fulfilment of your request to be a condition of your contract with us, we will have accepted
only it if we write to you to confirm that your request can be fulfilled. Otherwise any such requests cannot
be guaranteed by us or our suppliers, nor be included as part of your holiday contract. We will note such
requests on your confirmation invoice, but this cannot be taken as an indication that fulfilment of your request
has been guaranteed.
3. Administration charge
We reserve the right to levy an administration charge in certain circumstances such as returning lost property,
special ticket despatch, extra administration relating to late bookings made within 7 days of departure, etc.
This charge is usually £35 per booking but may be higher to cover special ticket despatch costs.
This charge does not relate to any amendments made to your booking as outlined under Your Agreement
with Us (3) and (4).
(i) This contract is governed by English Law and the jurisdiction of the English Courts. You may however
choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. (ii) No employee
or representative of this company has the authority orally to vary these terms and conditions or the
information within this website or company literature or to enter into verbal agreements with customers
of this company.
5. Conditions and prices
The prices and conditions on this website apply to this website and are valid from December 2012. Prices are correct at the time of publishing but may vary and our current selling prices will be shown on our reservations system/website and advised at the point of enquiry on telephone bookings. Any further brochure issues will supersede these conditions and prices, as well as any information contained in the resort pages.