Booking terms and conditions

Legal bits

Canvas Holidays is part of the European Camping Group, alongside brands Homair, Roan, Eurocamp & Tohapi. These Booking Conditions, together with our Privacy Policy and, where your holiday is booked via our website, our Website Terms of Use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Greenbank Holidays Limited a company registered in England with company number 01160442 and registered office address of Chelford House, Rudheath Way, Rudheath, Northwich, Cheshire, England, CW9 7LN (“we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. Cheshire, England, CW9 7LN (“we”, “us”, “our”).

Definitions:
‘Parties’ include but not limited to all persons, companies and legal entities privy to these terms and conditions.
‘Adequate Travel Insurance’ is defined as a satisfactory or acceptable level of insurance compatible with, and completely covering, the type of trip or holiday booked for its entire period.
‘Good time’ is defined as being as soon as reasonably possible and promptly.

In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

• you have read these Booking Conditions and have the authority to and does agree to be bound by them;

• you consent to our use of personal data in accordance with our Privacy Policy and are authorised on behalf of all personsnamed on the booking to disclose their personal details to us, including where applicable special categories of data (such asinformation on health conditions or disabilities and dietary requirements);

• you are over 21 years of age and where placing an order for services with age restrictions declares that you and all members ofthe party are of the appropriate age to purchase those services;

• you accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Please Note: We act in the following capacities, as a Package Organiser in the sale of a Package Holiday (please see Section B, clause 18 for further details) and as a Principal in the sale of a ‘single service’ booking (i.e. an accommodation only booking).

This means that your contract will always be with us but our contractual obligations to you will vary depending upon whether you book a Package Holiday with us or whether you make a single service booking. We have tried to set our differing obligations out below as clearly as possible.

• Section A contains the conditions that will apply to all bookings you make with us;

• Section B contains the conditions which will apply when you make a booking with us where we act as the Package Organiser;

• Section C contains the conditions which will apply where you make an accommodation only booking with us, where we are acting as Principal; and

• Section D contains the conditions which will apply to you where you book travel arrangements in such a way as to create alinked travel arrangement (this is where you would book accommodation only with us and then add flights via a third party link,for example, Skyscanner).

Our ABTA membership number is V2310 and our membership means any money you pay to us for your package holiday is protected if our company ceased trading. If you book and pay for accommodation only with us, this insolvency financial protection does not apply.

Section A - Applicable to all bookings

1. Booking and Paying for Your Arrangements

A booking is made with us when you pay us a deposit or full payment and confirmation of your holiday is issued. Full payment is due 10 weeks (70 days) before departure. We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation detailing all aspects of your booking. This will be provided to you by email and in My Canvas. Upon receipt, if you believe that any details on the booking confirmation or any other documentation are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of us sending it out. If we do not receive the balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in either Section B or Section C below, as applicable, will become payable.

2. Accuracy of Advertising Material

We endeavour to ensure that the descriptions, information and prices both on our website and in our advertising material are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. Where we have made an error in our pricing, we will contact you to confirm the error and explain what happens next. Any bookings confirmed on the basis of a mistake will be void. If you are willing to pay an additional sum due for the holiday we will process your payment and your holiday will proceed as planned, unfortunately if you are not willing to pay the additional sum due, your holiday will be cancelled, and you will receive a full refund. You will not be entitled to compensation.

You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking. For the most up to date information about your campsite please read the ‘important information’ section for the campsite on our website. Whilst every effort is made to ensure the accuracy of such information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking.

3. Travel Insurance

‘Adequate’ travel insurance, as defined above, is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses arising, in respect of which insurance cover would otherwise have been available.

4. Pricing

We operate a fluid pricing approach and reserve the right to amend the price of unsold holidays at any time. We may also correct errors in the prices of confirmed holidays. The price of your holiday is agreed when your booking is confirmed.

We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:

(i) the price of the carriage of passengers resulting from the cost of fuel or other power sources;

(ii) The level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and

(iii) the exchange rates relevant to the package.

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of lower price you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due on contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.

5. Payment of local taxes

At most destinations tourists are required to pay a local tax and/ or eco tax amount per person per day. The charges vary by country and by parc. We try to give an approximate cost on the parc pages of our website. These charges are usually to be paid locally, although, to stop this delaying your check in on parc, we will provide you with the ability to pay it before your holiday in My Eurocamp via our Advanced Check in (some parcs are excluded from the pre paying solution; for these you have to pay locally). We will email you approximately 2 weeks before your holiday to tell you how to complete our Advanced Check in.

6. Events Beyond Our Control

Except where otherwise expressly stated in these Booking Conditions, we cannot accept liability for refunds, or pay any compensation if our contractual obligations to you are affected by Events Beyond Our Control. For the purposes of these Booking Conditions, Events Beyond Our Control 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 Brexit, 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, a pandemic or epidemic, 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, flight restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel, and all similar events outside our or the supplier(s) concerned’s control.

7. Pre bookable pitches

On most of our parcs, and subject to availability, we are able to offer a pre bookable pitch service. There is a fee for this service, which varies by date and/or parc and/or type of service you wish to use. We offer this chargeable pitch booking service for side by side pitches (both bookings pay the fee), specific pitch locations or area locations. If, for unforeseen reasons, we cannot deliver your pitch booking, we will refund you the charge you paid but will not offer compensation We can no longer take special requests for preferred pitch locations. Any customer with restricted mobility, or particular care requirements must inform us at the time of booking. Whilst we will use reasonable endeavours to accommodate such needs, they cannot be guaranteed unless we confirm this to you.

8. Cutting Your Trip Short

If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your booking and return home early in circumstances where you have no reasonable cause for complaint about the standard of the travel services provided we will not offer you any refund for that part of your holiday not completed or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

9. Accommodation Ratings and Standards

Accommodation ratings are displayed as provided by the relevant supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation or other travel arrangements. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

10. Your Responsibilities

Conduct:

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 campsite management 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 park or camp 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. 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.

Taking care of our accommodation

We take pride in the accommodation we make available to our customers and we ask that you kindly look after it and treat it as your own home whilst it’s in your hands. To support this we ask you to perform specific tasks before you vacate your accommodation. In addition to this our teams inspect every accommodation after each check-out to make sure all our accommodation is clean and sanitary for the next arrival. Upon arrival, if you think your accommodation needs more preparation, please inform our team on campsite immediately.

All details of the required check-out tasks can be found here page and in My Canvas once you have booked your holiday:

Approximately 2 weeks before your holiday starts, we will invite you to complete your Advanced Check in. Doing this speeds up your arrival on parc. During Advanced Check in you will be asked to pay for your local tax charges to save you paying when you arrive on parc. In addition, you will be asked to validate a payment card with a €1 charge , should we need to process a penalty charge after your stay. At the end of your stay we can retain : - 70€ penalty if the cleaning included check out tasks are not completed - 150€ penalty if the check out tasks and final cleaning are not completed - Up to 1000€ in case of damages (except where Damage Waiver has been purchased.

Note: a few of our parcs operate different check out requirements which may mean you need to leave a deposit directly with them upon arrival. If this affects your holiday we will bring it to your attention.

For peace of mind, you also have the option of paying a £15 non-refundable Damage Waiver which covers you in the event of any damage to your accommodation up to the value of £1,000. Group reservations of 6 holiday homes or more may be subject to an additional waiver fee which will be discussed at the time of booking, if it applies to your campsite or holiday home.

You are not permitted to charge an electric vehicle at your accommodation. Should you do this, our teams on the campsite will enter your accommodation to disconnect the charging vehicle.

11. Passport, Visa and Immigration Requirements & Health Formalities

It is your responsibility to check and fulfil all requirements applicable to your holiday for every person on your booking. Examples include passport, visa, health, immigration, any relevant vaccine and/or testing, to comply with entry requirements and any localised passes to access public spaces and services, for all countries you will be leaving and arriving into throughout your trip, up to and including your date of departure and arrival. 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, as defined above, before departure. Most countries now require passports to be valid for a period of time after your return date. You should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit: gov.uk/browse/abroad/passports. For European itineraries you should obtain a completed and issued form GHIC prior to departure. Up to date travel advice can be obtained from the Foreign, Commonwealth & Development Office, visit: travelaware.campaign.gov.uk. 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/countries 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.

Please note that in certain circumstances (including but not limited to in the event of any epidemic or pandemic), entry restrictions can be imposed at a destination with little or no notice and which may affect your ability to travel to or enter the destination. You must ensure you have sufficient travel insurance,as defined above, to cover any losses you incur as a result, including cancellation charges, as we will not be liable to you for any losses you incur in these circumstances.

12. Excursions

Please note that we do not provide or arrange excursions other than those listed in your itinerary and forming part of the arrangements booked and paid for in the UK. Our local representatives or guides may put you in touch with local organisers of excursions if you request but we can have no liability for such excursions, as your contract for such excursions will be with a local company providing the services and not with us.

13. Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. For up-to-date travel advice from the UK government, visit gov.uk/foreign-travel-advice and travelaware.campaign.gov.uk. We recommend that you consult these websites before booking in order to make an informed decision about your chosen destination, and again before departure.

14. Conditions of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. These suppliers provide these services in accordance with their own terms and conditions which will form part of your contract. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

15. Law and Jurisdiction

Your contract with us and all matters arising out of it are governed by English law. We both agree that any dispute, claim or other matter which arises out of or in connection with this contract or your itinerary, will be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings may be brought in the Courts of your home country. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract governed by the law of Scotland/Northern Ireland as applicable. If you do not so choose, English law will apply.

16. ABTA

We are a Member of ABTA, membership number V2310. Our membership means any money you pay for your package holiday is protected if our company ceased trading. If you book accommodation only this insolvency financial protection does not apply. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

17. Issues

If you have an issue, you must raise the issue on the spot, or as soon as possible to the relevant person (for example, the Canvas Rep or resort management) who will do everything reasonably possible to resolve the problem. If the issue is not resolved, please call us on 0044 (0)1606 787129, Monday – Friday between 9am and 5pm. 

Failure to take these steps and give us an opportunity to make things right at the time will result in you having no recourse at all against our company. If you are not satisfied with how your issue was dealt with when you were on holiday, please complete and submit a Complaints Form on our website within 28 days of returning home. The above applies only to services supplied by Canvas Holidays, a trading name of Greenbank Holidays Ltd and does not apply to services featured on our website or in this brochure that are provided by any other company. Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 15 for further details. You can also access the European Commission Online Dispute Resolution (ODR platform at https://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your issue should be resolved.

Section B - Package holiday bookings

This section only applies to Package Itineraries booked with us, where we are acting as the Package Organiser (please see clause 20 for further details of when this will be the case). Please read this section in conjunction with Section A of these Booking Conditions.

18. Definition of a Package

Where your booking is for a Package itinerary that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulation 2018 (“PTRs”), as outlined in this Section B of these Booking Terms and Conditions. A “Package itinerary” exists if you book a combination of two of the following separate travel services: (a) transport; (b) accommodation; (c) rental of cars, motor vehicles or motorcycles (in certain circumstances); (d) any other tourist service not intrinsically part of one of the above travel services; provided that those separate travel services are purchased together at the same time and are selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.

Important note: Please note that:
a. where you have booked a Package that lasts for less than 24 hours and which does not include overnight accommodation; or 

b. where you have made a booking which consists of not more than one type of the travel services listed at (a) - (c) above (eg accommodation), combined with one or more tourist services (as listed at (d) above), this will not create a Package where the tourist services:

- do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or 

- are selected and purchased after the performance of the transport, accommodation or car rental has started. 

These bookings will be treated as “Single Service” bookings and will not be afforded the benefit of the rights under the PTRs, please see Section C of these Booking Terms and Conditions for the terms applicable to such arrangements.

19. If You Change or Transfer your Package Holiday

If you wish to change any part of your booking after our confirmation invoice has been issued, you can contact us to see if your request can be accommodated. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request we will do so without an amendment fee, unless the change is made after you’ve paid for your holiday when a £30 per booking amendment fee applies, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. There are also additional terms or specific amendments made at any time of the year, as detailed below:

• Once our contract is formed it may not be possible to reduce the number of nights in your chosen accommodation

• If you make a change within 10 weeks of departure we will not refund any reduction in holiday price and will charge an amendment fee.

• If you amend or cancel your travel arrangements you must pay for any extra charges or cancellation fees levied by Operators. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

• Once you’ve paid for your holiday, changing to a later date will be treated as a cancellation.

• If you change your booking the new holiday price is always calculated based on todays selling price.

• Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with clause 20.

Transfers of Package Booking: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

a. that person is introduced by you and satisfies all the conditions applicable to the itinerary;

b. we are notified not less than 7 days before departure;

c. you pay any outstanding balance payment, amendment fees may apply, as well as any costs and charges arising from the transfer; and

d. the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums.

If you are unable to find a replacement, cancellation charges as set out in clause 20 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

20. If You Cancel Your Package Holiday

20.1 If you or any other member of your party decides to cancel your confirmed booking you must notify us by email or our cancellation form. 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. The person to notify us of any cancellation must be the lead name on the booking Should one or more member 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 date within which written notification is received at our offices

• More than 70 days prior to departure: Loss of deposit

• 29 - 70 days prior to departure: 60% of the total holiday cost

• 1 -28 days prior to departure: 90% of the total holiday cost

• Expected day of arrival: 100% of the total holiday cost

*excludes deposit paid, insurance premiums, amendment fees and any non refundable travel costs eg, ferry and flight costs.

Important 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. Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.

20.2 Cancellation by You due to Unavoidable & Extraordinary Circumstances:

You have the right to cancel your confirmed package before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your destination or its immediate vicinity and significantly affecting the performance of the package or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity, and only where you are due to travel to the affected destination imminently. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, 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.This clause 20 outlines the rights you have if you wish to cancel your booking.

Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

21. If We Change or Cancel your Package Holiday

As we plan your arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.

*Please note that in the event we have to postpone your trip due to Events Beyond our Control, your original departure date shall apply for the purposes of calculating any cancellation charges in accordance with this clause 20.

21.1 Changes
If we make a minor change to your holiday, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include alteration of your outward/ return date by less than 12 hours, change of accommodation to another of the same or higher standard, or non-availability of a small number of facilities or activities, which do not form a major part of the holiday. Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:

(a) A change of accommodation / area for the whole or a significant part of your time away. (b) A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away. (c) A change of outward departure time or overall length of your arrangements by more than 12 hours. (d) A change of UK departure airport except between: I. The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend II. The South Coast airports: Southampton, Bournemouth and Exeter III. The South Western airports: Cardiff and Bristol IV. The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield V. The Northern airports: Liverpool, Manchester and Leeds Bradford VI. The North Eastern airports: Newcastle and Teesside VII. The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen (e) A significant change to your itinerary, missing out one or more destination entirely.

21.2 Cancellation
We will not cancel your travel arrangements less than 60 days before your departure date, except for Events Beyond Our Control or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached. If we have to make a significant 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 significant changes) accepting the changed arrangements; or 

(ii) having a refund of all monies paid; or 

(iii) accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost); or 

(iv) If available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements, or the Refund Credit Note, as applicable.

21.3 Compensation
In addition to a full refund of all monies paid by you, we will pay you compensation as detailed in the table below, in the following circumstances:

(a) If, where we make a significant change, you do not accept the changed arrangements and cancel your booking;

(b) If we cancel your booking and no alternative arrangements are available and/or we do not offer one. 

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure in which the package is cancelled

• Over 70 days prior to departure: Nil

• 70 - 29 days prior to departure: 5% of the holiday cost

• 28 - 11 days prior to departure: 8% of the holiday cost

• Less than 10 days prior to departure: 10% of the holiday cost

* IMPORTANT NOTE: We will not pay you compensation in the following circumstances:

(a) where we make a minor change;

(b) where we make a significant change or cancel your arrangements more than 60 days before departure;

(c) where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements;

(d) where we have to cancel your arrangements as a result of your failure to make full payment on time;

(e) where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; or

(f) where we are forced to cancel or change your arrangements due to Events Beyond Our Control (see clause 5). 

If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

22. Insolvency Protection

We are a Member of ABTA, membership number V2310. We provide full financial protection for our package holidays which don’t include flights, by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.com. If you book accommodation only with us this insolvency protection does not apply.

23. Our Responsibility for your Package Holiday

(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as amended from time to time. As such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your itinerary. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: (a) the acts and/or omissions of the person affected; or (b) the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or (c) Events Beyond Our Control (as defined above). 

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause: (a)Loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind. (b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking. (c) Claims in respect of international travel by sea and rail, or any stay in a hotel: i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging 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 the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.. ii) In any circumstances in which a carrier is liable to you by virtue of EC 261/2004 (denied boarding and flight disruption), any liability we may have to you under our In any circumstances in which a carrier is liable to you by virtue of EC 261/2004 (denied boarding and flight disruption), any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. 

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. 

(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. 

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; (b) which relate to any business; or (c) which relate to indirect or consequential loss of any kind.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure or on our website. For example any excursion you book whilst away, or any service or facility which your hotel, park, or any other supplier agrees to provide for you.

(8) Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your itinerary. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, 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 back to your departure point.

24. Prompt Assistance for Package Holidays

If, whilst you are taking part in your itinerary, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or subcontractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

25. 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. You may 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 publicised 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 5 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 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 flight booking. You should check your flight booking very carefully to ensure you have the correct flight times. 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.

Section C - Single service bookings

This section applies to all single service bookings that you make with us (e.g. an accommodation only booking) where your contract is with us. Please read this section in conjunction with Section A of these Booking Conditions. Note: single service bookings do not offer financial insolvency protection through our ABTA bonding but this does not affect your rights to our cancellation, amendment and refund policies.

26. If You Change or Cancel Your Single Service Booking

Changes:

If, after confirmation, you wish to change your booking in any way, we will endeavour to make these changes if they are possible. Where we can meet a request we will do so without an amendment fee, unless the change is made after you’ve paid for your holiday when a £30 per booking amendment fee applies, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. There are also additional terms or specific amendments made at any time of the year, as detailed below:

• Once our contract is formed it may not be possible to reduce the number of nights in your chosen accommodation.

• Once you’ve paid for your holiday, changing to a later date will be treated as a cancellation.

• If you change your booking the new holiday price is always calculated based on todaysselling price.

• If you make a change within 10 weeks of departure we will not refund any reduction in holiday price and will charge anamendment fee.

Note: Certain single service arrangements may not be changeable after confirmation and any alteration may result in a cancellation charge of 100%.

Cancellations:

If you or any other member of your party decides to cancel your confirmed booking you must notify us by email or our cancellation form. 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. The person to notify us of any cancellation must be the lead name on the booking. Should one or more member 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:

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us. This clause 26 outlines the rights you have if you wish to cancel your single service booking.

Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

Period before departure date within which written notification is received at our offices

• More than 70 days prior to departure: Loss of deposit

• 29 - 70 days prior to departure: 60% of the total holiday cost

• 1 -28 days prior to departure: 90% of the total holiday cost

• Expected day of arrival: 100% of the total holiday cost

* excludes deposit paid, insurance premiums and amendment fees

27. If We Change or Cancel Your Single Service Booking

If we have to significantly change or cancel your confirmed booking due to Events Beyond Our Control (see clause 5), we regret to inform you that we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result, except and to the extent we manage to recover any such monies from our suppliers.

You are required to purchase travel insurance which provides cover for your costs where we have to cancel your booking in these circumstances. Where we are required to significantly change or cancel your booking for any reason which is within our reasonable control and where we cannot provide you with a suitable alternative, a full refund of all monies paid will be made to you. However, we will have no further liability to you and we cannot meet any expenses or losses that you may incur as a result of any such change or cancellation.

28. Our Responsibilities for your Single Service Booking

(1) Subject to the remainder of this clause 28, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents. 

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: (a) the act(s) and/or omission(s) of the person(s) affected; or (b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or (c) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or (d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled. 

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause: (a) loss of and/or damage to any luggage or personal possessions and money, The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind. (b) Claims not falling under (a) above and which don’t involve injury, illness or death. The maximum amount we will have to pay you in respect of these claims is three times the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking. 

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. (5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. 

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business. 

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

Section D - Linked travel arrangements

This section only applies to linked travel arrangements you book with us.

29. What is a Linked Travel Arrangement?

A “linked travel arrangement” will be created when you purchase at least two different types of travel services for the purpose of the same trip or holiday and which do not create a Package, if: (a) on the occasion of a single visit to our website or during a single phone call with us you separately select, book and pay for each travel service; or (b) if after you have made a booking, we send you targeted advertising that results in you purchasing a separate travel service, from another company, and that purchase is concluded at the latest 24 hours after the confirmation of your booking of the first travel service with us. Most commonly, therefore, it will be the case that a linked travel arrangement will be created where you purchase a separate travel service from another company, within 24 hours after the confirmation of your booking of the first travel service with us; provided that this second booking is a result of our targeted advertising (for example, by receiving an email from us including a link to further travel arrangements).

When we send you advertising in this way, we will inform you that there is a possibility of a linked travel arrangement being created.

30. Our Obligations for Linked Travel Arrangements

Where you separately book a second travel arrangement in the circumstances set out in clause 29 above, creating a linked travel arrangement, you will be contracting with the Supplier/Principal of your chosen travel arrangements directly and that Supplier/ Principal will be fully responsible for the proper performance of your travel arrangements. It is also important to note that where you purchase a linked travel arrangement, you will not benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, we will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant Supplier/Principal. However, if you book travel arrangements in such a way as to create a linked travel arrangement, we will be required to provide a limited form of financial protection for the travel arrangements purchased. In this regard 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 fully performed because of our insolvency and (where necessary and applicable) for your repatriation. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider. More information regarding our financial protection for linked travel arrangements can be found in the information that we will provide to you during the booking process. However, if you book travel arrangements in such a way as to create a linked travel arrangement, we will be required to provide a limited form of financial protection for the travel arrangements purchased. In this regard 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 fully performed because of our insolvency and (where necessary and applicable) for your repatriation. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider. More information regarding our financial protection for linked travel arrangements can be found in the information that we will provide to you during the booking process.

Publication date: 19th March 2025