Booking terms and conditions

• FULLY refundable deposit - up to 21 days before your arrival date
• FREE amendments/cancellations - up to 21 full days before your arrival date
  
• Switch Club campsites without loss of deposit - anytime before arrival date (original dates must be maintained)
• Please read below for full T&Cs
  

These terms and conditions (“Booking Conditions”) apply when you book a touring or a camping pitch at one of our UK Club campsites - meaning those that we own or manage (a Club campsite) and, as explained below, also where you book multiple services in such a way so as to create a Package under the Package Travel and Linked Travel Arrangements Regulations 2018, as amended (the “PTRs”). 

These Booking Conditions incorporate the Club Site Rules, the Keeping Safe on a Club Site terms and any other document referred to within them or that we brought to your attention before confirming your booking, including our Privacy Policy, Website Terms of Use and Cookies Policy shall apply to each booking you make and shall form the basis of your contract with The Caravan Club Limited trading as The Caravan and Motorhome Club, a company registered in England with company no: 00646027 and registered office address of East Grinstead House, East Grinstead, West Sussex, RH19 1UA (“we” “us” and “our”). Please read them carefully as they set out our respective rights and obligations. References to "you" and "your" and “they” in these Booking Conditions mean all persons named on the booking (including anyone who is added or substituted at a later date) or any of them the contract between us for a booking (the contract). These booking conditions apply to both members and non-members of the Club.

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

1. they have read these Booking Conditions and has the authority to and does agree to be bound by them;
2. they consent to our use of personal data in accordance with our Privacy Policy and are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
3. they are over 18 years of age and where placing an order for services with age restrictions declares that they, and all members of the party are of the appropriate age to purchase those services;
4. they accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

If you accept these Booking Conditions, the Club Site Rules and the Keeping Safe on a Club Site, please tick the appropriate box as part of the Club site booking process via the website or Mobile app. When booking via our contact centre or directly with site staff you must accept these Booking Conditions as part of the booking process. If you refuse to accept these Booking Conditions when placing a booking on any of our booking channels, you will not be able to make a booking.

Club members may consult your UK Sites Directory & Handbook or call us on 01342 327 490 for more information relating to these Booking Conditions.

Please Note:

Our obligations to you will vary depending upon whether we act as a principal in a single service booking (i.e. a touring pitch or tent camping pitch only, whether member or non-member) or as a package organiser in the sale of a package (e.g. where you combine a touring pitch and/or tent camping pitch booking with a ferry or train booking either to The Continent or the Isle of Wight); our differing obligations are set out below, in three separate sections:

(A)   Section A contains the conditions which will apply to all bookings.

(B)  Section B contains the conditions which will apply where you make a single-service booking with us, where we are acting as Principal – most commonly this will be the case where you book a touring pitch or tent camping pitch only.

(C)   Section C contains the conditions which will apply when you make a booking with us where we act as the package organiser – most commonly this will be the case where you combine a booking of a touring pitch or tent camping pitch with a transport arrangement (such as a ferry or train booking either to the Continent or Isle of Wight).

SECTION A – APPLICABLE TO ALL BOOKINGS

1. Use of our website

Your use of our website is governed by our Website Terms of Use. Please take the time to read this, as it includes important terms which apply to you.

The images of our Club campsites on our website are for illustrative purposes only. Although we make every effort to present a true reflection of our Club campsites and their surroundings, there may have been changes to either since the images were taken.

You may view prices of pitches at our Club campsites and make bookings, subject to availability, for pitches at our Club campsites, through our website, our booking App or via our contact centre.

While we accept responsibility for statements and representations made by our duly authorised agents (for example, our site staff), variations to these Booking Conditions will only be valid when confirmed in writing by us.

2. How we use your personal information

We only use your personal information in accordance with our Privacy Policy and Cookies Policy. Please take the time to read these, as they include important terms which apply to you.

3. Booking and Paying for your Arrangements 

Members are encouraged to place a new booking via the Club website or mobile App, however you can also book via the contact centre on 01342 327490 or directly with each Club campsite. 

Non-members may also book via the Club website, mobile App or with the Club campsite directly (as the Club’s contact centre is a member service, only members may book via the contact centre).

Our booking process allows you to check and amend any errors before submitting your booking request to us. Please take the time to read and check your booking at each stage of the booking process. Please notify us of any errors in pricing or changes to your details that impact on your confirmed booking as soon as you become aware of them. You may amend your personal and booking details online. We cannot be held responsible if a change in your details means we can no longer accommodate you or your outfit at a Club site.

A booking, and binding contract, is made with us when you complete our booking process including payment by you of the applicable minimum required deposit and we issue you with a booking confirmation.  Upon receipt, if you believe that any details on the booking confirmation or any other document are wrong you must advise us immediately.  We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion.

A binding contract is also made when a booking and required payments take place at the campsite itself, for example when arriving at a campsite and placing a booking.

For bookings made on or before 8 June 2023, a deposit will be calculated for each individual campsite stay within a booking and will usually be 20% of the total value of each stay. There is a minimum deposit value of £25 per stay. However, if the total price of the stay is less than £25, then the total price will be paid as the deposit.

For bookings made after 9 June 2023, a deposit will be calculated for each individual campsite stay within a booking and will usually be 10% of the total value of each stay. There is a minimum deposit value of £20 per stay. However, if the total price of the stay is less than £20, then the total price will be paid as the deposit.

The balance of the price is due the evening before arrival (if you have selected automatic balance payments) or (if you have opted to pay upon arrival), on arrival at the Club campsite. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case we shall retain your deposit. You may choose to make all or part of the final balance payment contribution at any time via ‘manage my booking’ functionality on the Club website, mobile App or via the contact centre team.

Non-member supplement

A non-member supplement applies to a touring pitch only and is chargeable on a per night basis. To avoid this fee non-members are encouraged to join the Club and become a member either before or upon the arrival date.

Maximum stay durations

The maximum stay duration on Club campsites varies between 21 and 28 days. This information is made clear on each Club campsite website page. Plus, at the point of booking, availability will be limited within the calendar to reflect the maximum stay duration. You will be required to provide two days (nights) absence from an individual campsite between sequential stays where each stay extends to the maximum stay duration. 

However, you are freely able to move from one Club campsite to another on consecutive days and enjoy up to the maximum duration at each campsite (i.e. the two day absence period does not apply when moving from one campsite to another).

4. How to pay

At the time of your booking request, you will be asked to provide to us valid, up-to-date and complete credit and / or debit card details. We accept both MasterCard and Visa. Where you provide these details, you hereby authorise us to bill such credit and / or debit card at the time of the booking in respect of the applicable deposit, or balancing payments at the time of the automatic balance payment (see below). 

To pay the balance of your booking you can choose to pay upon arrival at our campsite, contact us before arrival to pay your deposit, or, the most convenient option for you is to select ‘automatic balance payment’. 

If you select automatic balance payment you allow us to securely store your card details so that we can automatically take the balance payment on the balance due date (typically the evening prior to your arrival date). If you choose to give us your card details to take your balance payment automatically, the following Consent Agreement applies to you:

• The Consent Agreement applies to the debit/credit card you provide when booking
• The agreement applies either until the end of your booking, or you notify us to cancel your booking.  
• The amount we will collect on the balance due date, will be advised to you at the time of booking (website, mobile App, and in the confirmation document you receive after making your booking)
• Your payment will normally be taken on your balance due date (typically, the evening prior to arrival), or just after your balance due date
• We may also use this card to collect any charges owed to us, including in the event you make any amendments (e.g. you extend your original booking and therefore have a greater balance to pay than your original booking).

When booking directly at one of our campsites in person you may pay using a credit or debit card, or cash. Cash can also be used to pay for any outstanding balance payment upon arrival at the campsite.  

The Club occasionally issues various discount vouchers such as Digital Vouchers. These can be used to offset the price either on arrival at a Club campsite or they can be used to make a booking however this can only be done by contacting and booking via our contact centre or directly with site staff. Where these are processed upon arrival at the campsite and you have already paid, then you will receive a full or part refund equivalent to the value of the voucher.

Any site night vouchers redeemed at a Club campsite for the price of your booking will automatically be allocated against the earliest night(s) of the booking and will not be refundable or replaced if not used for that booking.

 

5. Price of Club site pitches and Accuracy

Our published/advertised prices are valid only for the duration that those prices are published and are subject to change at our sole discretion. In the event that published prices change, the new published prices will apply to new bookings made and the old published prices will not apply to new bookings.

We make every effort to display prices on our website, mobile App and booking confirmation correctly. However occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances.

In extreme cases we may need to change the price charged at the time of your booking, after your booking has been confirmed. In such circumstances, the following may apply: (a) where the revised price is less than the price stated in the booking confirmation, we may charge the lower amount; (b) if the revised price is higher than the price stated in the booking confirmation, we will contact you as soon as possible to inform you of this change and provide you the option of continuing your booking at the revised price or cancelling your booking (if we are unable to contact you using the contact details you provided during the booking process, we will treat the booking as cancelled and notify you in writing).

The price of a booking includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your contract and the date of your stay, we will adjust the VAT you pay on any remaining payments.

 

6. Insurance

We strongly recommend that you obtain adequate travel insurance in respect of your booking with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

7. No Shows, late arrivals and Early Departures

No Shows and Late Arrivals

If you fail to arrive on your arrival day and fail to notify us during the arrival day (by 8pm), this will be treated as a ‘no-show’ cancellation of your entire stay by you and you will not be entitled to be refunded any element which has been paid, including the full deposit, any interim payments and / or the automatic balancing payment taken before arrival (if applicable). The non-member supplement (if applicable) will be retained as payment towards cancellation charges if the full stay balance has not been paid. Where the final balance was payable upon arrival, you remain liable in full for this payment. If you repeatedly no-show, you may have your membership status reviewed and possibly suspended.

On your arrival day, if you are delayed for any reason while on route and may therefore arrive after 8pm, please call the site during working hours. Site staff will advise whether the site has a late night arrivals area, and if you can be accommodated. Late night arrival areas should only be used if you have a booking for the same day, and with prior approval. The price of your stay will not be adjusted.

If you expect to arrive on a day or more later than the booked arrival date (e.g the day after for your scheduled arrival date) then please inform us and we will amend your booking accordingly (you will lose the deposit paid on unoccupied nights cancelled from your booking).

Early Departures

If you wish to make an early departure, we ask you to inform the site staff as soon as you become aware so that we can cancel the nights you wish to remove from your stay. This will enable us to make the pitch available to other visitors and it may reduce the Early Departure Charge (see below). 

In making an early departure, you will have to pay the early departure charges as follows:

Period of notice given to Site Staff	Early Departure Charge
A minimum of 3 days (nights) notice  (For example, where you tell us on Monday that you’re leaving on the forthcoming Thursday you have provided 3 nights notice: Monday, Tuesday & Wednesday).	We will refund your balancing payment element for all nights removed from the original duration of your stay and will retain the original deposit element for all nights removed)  – i.e. you will lose the deposit on all nights shortened from your stay.
Less than 3 days (nights) notice (For example, where you tell us on Monday that you’re leaving on the forthcoming Wednesday you have only provided 2 nights notice: Monday & Tuesday).	We will retain the full price (deposit and balance elements) for nights removed from your stay where those nights removed are within 3 days (nights) from when you notify us that you are departing early. If there are additional remaining nights removed from your stay which extend beyond 3 days (nights) from when you inform us then we will retain the deposit only for those nights and refund your balancing payment element for those nights  – ie you lose the full value for nights shortened from your stay where they are within 3 nights of you notifying us, and you lose the deposit only for remaining nights removed beyond the 3 nights from when you notify us.

8. If You Cancel Your Booking or Change (amend) Your Booking

If you wish to make a full cancellation or make any changes to your booking after our booking confirmation has been issued (such as increasing or decreasing the number of nights, increasing or decreasing the number of guests, switching pitch type or switching campsite), you may do so as soon as possible via our website or mobile App, or, if needed by calling our contact centre or site staff directly. 

You are encouraged to make changes to your booking more than 21 full days before your arrival date as this will avoid any applicable cancellation penalty charges as detailed below.

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, all changes will be subject to payment of additional costs if applicable. You should be aware that the fees charged to increase the number of nights could increase the closer to the arrival date that changes are made. Where you seek to increase the number of guests on an existing night booked, the price per additional guest will be the same as the price per guest on your original booking and confirmation invoice.

Whole and Part Cancellations: (i.e. ‘whole cancellations’ of your entire stay, and ‘part cancellations’ such as cancelling a night or some nights of your stay, but keeping remaining nights of your stay)

If you or any other member of your party decides to cancel all or any part (such as reducing the number of nights or reducing the number of guests) of your confirmed booking prior to your arrival date you must do this via our website or mobile App (or via our contact centre or site staff). 

If you or any other member of your party decides to cancel all or any part (such as reducing the number of nights or guests) of your confirmed booking on your arrival date you must do this either at the Club campsite or via our contact centre (you are unable to do this via our website or mobile App). We would recommend that you do this, otherwise you will be treated as a No-Show (see condition 7).

Your notice of cancellation will only take effect when it is received by us and will be effective from the date on which we receive it.

Should one or more guests cancel and you notify us more than 21 full days prior to your arrival date, in circumstances where this decreases the price of your booking, your balancing payment will be reduced accordingly. 

Should one or more guests cancel and you notify us within the time period equal to or less than 21 full days prior to your arrival date, then since we incur costs in cancelling all or part of your booking, you will pay a cancellation charge. The cancellation charge is the retention of part or all of your original deposit paid, calculated equal to the proportion of the deposit applicable to the element (i.e. night(s) and / or guest(s)) cancelled, as itemised on your booking confirmation. For example if your entire booking is cancelled, the Cancellation Charge is the entire deposit. 

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us (i.e. the cancellation charge is some or all of the retention of the deposit already paid by you). 

Further guidance:

• As soon as your arrival date falls within 21 full days, cancellation charges apply where you are cancelling all of your entire stay, where you are shortening your stay (by cancelling just some of your nights), and where you remove guests from your stay. 
  
  
• For example, if you cancel one night or more of your stay (i.e. make an amendment) within 21 days of arrival, you’ll lose the deposit value for those nights cancelled from your original booking (this is prorated using the value that each cancelled night represents of the total price of that stay - e.g. if you cancel the first night of a two night stay and the first night represents 40% of the total price of the stay, then you will lose 40% of the deposit paid).
  
  
• Therefore, if you amend your stay by ‘shifting the dates’ within 21 days of arrival, you will lose the deposit value for each night cancelled from your original booking, and you may be required to pay a new deposit for each new night added.
  
  
• Non-member supplements are fully refunded with all cancellations excluding no shows where full payment for the stay has not been made (section 7), however all other cancellation penalties apply. 

Cancellation charge summary:

Changes and cancellations are FREE when made more than 21 full days before your scheduled arrival date (there are no cancellation charges).

Cancellation charges do apply to any cancellation of any night, or all nights or removal of guests when the change amendment or cancellation occurs within a period equal to or less than 21 full days before your original arrival date.

Period before arrival date in which you notify us	Cancellation Charge
More than 21 full days	None
21 full days, or less	An amount equal to the proportion of the deposit applicable to the element (i.e. night(s) and / or guest(s)) cancelled, as itemised on your booking confirmation.  If the entire booking is cancelled the Cancellation Charge is the entire deposit.

Additional Changes

Switching pitch type:

You may switch the pitch type booked prior to arrival or upon arrival, subject to the availability of alternative pitch types. Where you switch pitch type more than 21 full days notice of the arrival date, if the price of the new pitch type is lower than the original pitch booked by you, your price will adjust and any balancing payment remaining on the booking will reduce. Where the price of the new pitch is higher you will be required to pay additional costs. Where you provide less than 21 full days notice you may switch to a cheaper pitch type but your price will not reduce; where you select a higher priced pitch you will be required to pay additional costs.

Switching Club campsite:

You may switch the Club campsite booked prior to arrival. Where you switch campsite booked more than 21 full days notice of the arrival date, you may do so by cancelling your original booking on our website or mobile App without penalty and placing a new booking at the new campsite (we will refund you the deposit on the original campsite booking and you will need to pay a new deposit for the new campsite booking). Alternatively you may call our contact centre who can process your change request.

Where you provide less than 21 full days' notice of your arrival date, we may be able to process your request to switch Club campsites in our contact centre only, providing the original booked dates (and therefore duration) remain unchanged and providing that you only switch from one of our Club campsites to another Club campsite (Affiliated campsites and Certificated Location campsites are excluded as these are not owned nor managed by the Club). Additional costs may apply. 

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 the paragraphs above. 

Want to change Club campsites whilst on holiday? If it’s for the same dates, that’s fine, you won't lose your deposit - you can do this with help from site staff only. For example, you can shorten your stay at the campsite you’re on, providing you book an alternative Club campsite for the same dates. You can also do the reverse - extend the stay at the campsite you’re on and shorten your stay at the campsite you were due to visit.

9. Complaints

We make every effort to ensure that your booked arrangements run smoothly but if you do have a problem during your stay, please inform the campsite manager immediately who will endeavour to put things right for you. 

If you wish to make a complaint please send notice of your complaint to us within 28 days of the end date of your stay via our ‘contact us’ page on our website (alternatively write to us at our head offices). Please keep communications concise and to the point and provide your booking reference to us so that we can investigate. This will assist us in quickly identifying your booking, addressing your concerns and speed up our response to you. Failure to follow the procedure set out in this condition may affect ours and any applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

10. Force Majeure

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination (including, without limitation, the ongoing effects of Covid-19), epidemics, pandemics or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.

11. Jurisdiction and Applicable Law

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

12. Notable guest restrictions

In order to maintain the security and safety at all of our campsites we request that every booking includes within the party of guests staying on the pitch/pitches a minimum of one responsible adult per booked pitch (aged 18 or over).

Additionally, we prohibit users who have been convicted of, or received a police caution for, a sexual offence (listed in Schedule 3 of the Sexual Offences Act 2003) and have been made subject to the notification requirements under the sexual offenders register or a Sexual Harm Prevention Order. If we are made aware that either yourself or a member of your party are subject to these provisions then we reserve the right to terminate your booking in advance or whilst on site during your stay, without refund.

SECTION B – SINGLE SERVICE BOOKINGS

This section applies to all single service bookings that you make with us (e.g. a touring pitch and/or tent camping pitch only booking) when we are acting in a Principal capacity. Please read this section in conjunction with Section A of these Booking Conditions.

13. If We Change or Cancel Your Booking

We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you (if you have paid any monies to us, at the time of cancellation). We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.

Very rarely, we may be forced by "force majeure" to change or terminate all or some of your arrangements after the commencement of your booked arrangements. If this situation does occur, we regret we will be unable to pay you compensation or meet any costs or expenses you incur as a result.

14. Our Responsibilities 

(1) Subject to the remainder of this condition, we have a duty to provide 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.

(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 condition:

(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 £25 per person in total because you are assumed 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 twice 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 condition 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 contract or where they are not advertised in our brochure. For example any excursion you book during your stay, or any service or facility which any other supplier agrees to provide for you.

SECTION C: PACKAGE BOOKINGS

This section only applies to Packages booked with us, where we are acting as the Package Organiser (please see condition 15 for further details of when this will be the case). Please read this section in conjunction with Section A of these Booking Conditions. 

15. Definition of Package

Where your booking is for a Package 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 Regulations 2018, as amended (“PTRs”), as outlined in this Section C of these Booking Conditions.

A “Package” exists if you book a combination of two of the following separate travel services:

(a)   Transport e.g. a ferry crossing or Eurotunnel such as to Isle of Wight or the Continent;

(b)   Accommodation e.g. a touring pitch or tent camping pitch;

(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 from a single visit to our contact centre, website, mobile App and selected by you before you agree to pay; are offered, sold or charged at an inclusive or total price; advertised or sold under the term package, or purchased from separate traders through linked online booking process where:

1. your name, payment details and email address are transmitted from the trader with whom the first contract is concluded to another trader or traders, and 
2. a contract with the latter trader or traders is concluded at the latest 24 hours after the confirmation of the booking of the first travel service. 

An example of where this will be the case is where you make a booking of a UK touring pitch and/or tent camping pitch and a Ferry or Train journey together. 

16. Pricing Surcharges

The prices stated in our brochures and on our website are exclusively available only when booking in advance with us. Our prices were calculated on the basis of then known costs and exchange rates.

Where you have booked a Package we reserve the right to amend the price of unconfirmed bookings at any time and correct errors in the prices of confirmed bookings. We also reserve the right to increase the price of confirmed bookings 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 booking imposed by third parties not directly involved in the performance of the booking, 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 cost changes which are part of our contracts with transport providers.

However, if this means that you have to pay an increase of more than 8% of the price of your confirmed booking (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another booking if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality 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.

Should the price of your booking go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £20. 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 to contractual and other protection in place.

There will be no change made to the price of your confirmed booking within 20 days of your departure nor will refunds be paid during this period.

17. Transfers of Booking

If you have booked a Package (as detailed in condition 15) and 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:

1. that person is introduced by you and satisfies all the conditions applicable to the booking;
2. we are notified not less than 7 days before departure;
3. you pay any outstanding balance payment, an amendment fee of £20 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
4. 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 condition 8 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Important Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

18. Cancellation by You due to Unavoidable & Extraordinary Circumstances         

If you have booked a Package (as detailed in condition 15), you have the right to cancel your confirmed booking 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 your stay 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 Development Office advises against travel to your destination or its immediate vicinity. For the purposes of this condition, “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.

19. If We Change or Cancel your Package Booking

Changes: If we make an insignificant change to your booking, 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 insignificant changes include the following when made before departure and where applicable: any change in the advertised identity of the carrier(s), Eurotunnel / ferry timings, and/or ferry type; a change of outward departure time or overall length of your trip of twelve hours or less; a change of touring pitch or tent camping pitch to another of the same standard or classification.

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 change of touring pitch or tent camping pitch for the whole or a major part of the time you are away, a change of outward departure time or overall length of time you are away of twelve or more hours, or a change of UK departure point to one which is more inconvenient for you.

Cancellation: If we have to make a significant change or cancel your booking, 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.

Insurance If we cancel or make a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. 

Compensation In addition to a full refund of all monies paid by you, we will pay you reasonable compensation, 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.

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

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

(a)   where we make an insignificant change;

(b)   where we make a significant change or cancel your arrangements more than 56 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;

(f) where we are forced to cancel or change your arrangements due to Force Majeure (see condition 10).

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.

20. Our Responsibilities

(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “Organiser” under the PTRs, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your confirmation invoice.

(2) We will not be responsible or pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers. 

(3) 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) Force Majeure (as defined in condition 10).

(4) We limit the amount of compensation we may have to pay you if we are found liable under this condition:

(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:

1. 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) and The Berne/Cotif Convention (with respect to rail travel. You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or 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.
2. ii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the relevant supplier for the complaint or claim in question.

1. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services set out in the confirmation invoice and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package holiday 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 in respect of any claim for damages or compensation whatsoever 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 holiday. 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

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

(7) 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.

(8) 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.

(9) We will not accept responsibility for services or facilities which do not form part of our contract or where they are not advertised on our website or in our brochure. For example any excursion you book during your stay, or any service or facility which your site or any other supplier agrees to provide for you. 

(10) 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 stay. For the purposes of this condition, “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.

21. Insolvency Protection for Packages

We provide full financial protection for our package holidays by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk.

You agree to accept that in the event of our insolvency, ABTA may arrange for the travel services you have booked to continue, or for a suitable alternative to be provided at the same cost of your original booking. You also agree to accept that in circumstances where the travel services supplier provides the services you have booked, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.

22. Prompt Assistance

If, during your stay, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. 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 arrangements or other such assistance you require. Any 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 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.

Essential information

Touring on the Continent offers the chance to go where you please and take your ‘home from home’ with you. The sites that are included in our programme are visited and hand-picked by us to ensure they are suitable for our members and meet local regulations. As the sites are not owned or run by the Club, you may find that they might differ from what you are used to on a UK Caravan and Motorhome Club site. The information in this section should help you to gain an idea of what to expect when touring abroad.

 

What’s included in your campsite booking?

• Your site booking price per night includes one outfit, two adults and electrical hook-up.  Many sites include electricity but some charge for individual usage and in these cases this cost must be paid directly to the site.  
• If more than two adults are travelling there will be additional charges and this will be applied at the time of booking.  

 

What’s not included in your campsite booking?

• Your ferry/LeShuttle crossing or insurance policy.
• Tourist tax, eco tax, rubbish tax and registration fees. These costs must be paid directly to the campsite on arrival.
• The cost of any extra services, such as water and drainage connection, unless the confirmed pitch explicitly shows these as included. 
• Any additional cars, tents or awnings on site. These must be paid directly to the site on arrival.
• Any site fees for your pet.
• Any supplement charged by the campsite to confirm a special request such as a specific pitch number or next to another party.
• Any additional amperage other than what is already stated as included. Any upgrade or difference must be paid directly to the site.
• The cost of Wi-Fi.
• The use of certain facilities such as tennis, spa and bike hire etc (where applicable).

 

Site requests

If we have no availability at a particular site and you ask us to request additional space, this will be considered as a firm booking and we will take a 20% deposit or full payment if less than 10 weeks before travel. No site bookings will be requested or confirmed unless/until the above payment is received. 

 

Overseas site night vouchers

The Club’s Overseas Site Night Voucher scheme offers flexible touring across our European campsite network throughout the whole year. Each voucher includes up to two adults, your outfit on a standard pitch and it is valid for use in 2 calendar years. Please note that in the low season one voucher entitles you to a one night stay. If you choose to use the vouchers in the high season, you will have to hand over two vouchers for a one night stay.

For more information visit our website for the up to date list of participating campsites:  www.caravanclub.co.uk/overseas-holidays/special-offers/overseas-site-night-vouchers/ 

Booking Terms and Conditions

These booking conditions, together with our privacy policy, essential information, booking information, the advice and information section and any other written information we have brought to your attention before we confirmed your booking, set out the details of your booking with The Caravan Club Limited, Registered Office: East Grinstead House, East Grinstead, RH19 1UA, England (“we”, “us” or “the Caravan and Motorhome Club”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions, “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:

1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
2. He/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
3. He/she is over 18 years of age and resident in the United Kingdom (if you are not a resident of the United Kingdom, you must advise us prior to booking) and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
4. He/she accepts 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 and as an Agent. 

Our obligations to you will vary depending upon whether we act as a package organiser in the sale of a package holiday (please see condition 19 for further details of where this will be the case) or as a booking agent to help you to arrange holiday products sold by a third party tour operator/supplier (“Supplier/Principal”) (i.e. ferry operators and LeShuttle and campsite operators). 

Our differing obligations are set out below, in three separate sections:

(A) Section A contains the conditions which will apply to all bookings you make with us.

(B) Section B contains the conditions which will apply when you make a package booking with us where we act as the package organiser.

(C) Section C contains the conditions which apply to agency bookings. 

SECTION A – APPLICABLE TO ALL BOOKINGS

 

1. Making A Booking

When we receive your booking and all appropriate payments, we will, subject to availability, confirm your booking by issuing a confirmation invoice, either directly from us or on behalf of the supplier as applicable. 

 

A binding contract between you and the transport / campsite operator or other supplier (where we are acting as an agent), or between you and us (where we are the Organiser of a Package holiday) comes into existence when we dispatch the booking confirmation to the party leader.

 

This confirmation invoice will be sent to the party leader. Please check this invoice carefully as soon as you receive it. You must contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. 

 

We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 7 days of our sending it out. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.

 

All documents (e.g. confirmation documents/holiday packs) will be sent to you by post or email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to the charges.

 

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.

 

2. Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Alternatively, where you have booked a package or accommodation only arrangement with us, you will be subject to our cancellation charges as set out in Sections B and C below.

 

To confirm your booking or site request, you must pay a deposit at the time of booking. The deposit will ordinarily be 20% of each campsite booking or 25% of each ferry booking. However, some ferry operators and LeShuttle may require a higher deposit at the time of booking or may require full payment if you are booking more than ten weeks before departure. You will be advised of the exact amount payable at the time of booking.

 

When accepting any booking within ten weeks of the departure date we reserve the right to ask you to pay the full cost of your booking. 

 

To pay the balance of your booking, you can either contact us to make the payment before or on the balance due date, or you can choose to allow us to securely store your card details so that we can automatically take the balance payment on the balance due date.

If you choose to give us your card details to take your balance payment automatically, the following Consent Agreement will apply to you:

1. The Consent Agreement applies to the debit/credit card you are providing at the time of booking
2. This agreement applies until the end of your booking, or you notify us to cancel your booking.  Please read the cancellation terms in clauses 22 to 25 and 38
3. The amount we will collect on the balance due date, will be advised to you on the confirmation document you receive after making your booking
4. Your payment will be taken on or just after your balance due date
5. We may also use this card to collect any one off charges owed to us, including for any amendments

We accept the following methods of payment: Visa/MasterCard debit or credit card authorisation.

NB: No confirmations or other documentation will be forwarded until all invoiced balances have been paid.

 

We reserve the right to charge a £20 Contact Centre booking fee for any bookings made via our Contact Centre if the same holiday booking could have been made using our online booking system.

 

We reserve the right to charge a non-refundable Late Booking Fee of £15 for any request to book a campsite stay within 3 days of arrival during July and August. 

 

We reserve the right to charge a £75 campsite only fee for any Long Stay Winter Sun hosted holiday booking that does not also include a ferry or Eurotunnel crossing.

 

3. Accuracy

We endeavour to ensure that the campsite descriptions, holiday information and prices both on our website and in our brochures is up to date at the time of going to press but it is possible (for example) for a campsite to change ownership or for certain facilities or services at the campsite to be altered and we therefore must emphasise that the contents of our brochure/website represent the detail available at the time of publication.

 

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.

 

The prices in the brochure and on our website only apply if a site booking is made in advance, through our Contact Centre or website. Bookings not made in advance will be subject to the public prices payable directly to the site.

 

4. Special requests

If you have any special requests (for example pitch location), please let us know at the time of booking. We will pass on all such requests to the supplier/representatives but we do not guarantee that they will be met and we will have no liability to you if they are not. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.

 

5. Insurance

Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Failure to disclose relevant information may affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

 

6. Ratings & Standards

All the ‘star’ and category ratings given in our brochures or on our website are those granted to the campsites by the authorities of the countries in which they are located. These are not grades awarded by our personnel and in no way represent comparisons with our own sites in the UK.

 

We also publish member ratings for the campsites that we promote. Please note that such ratings are simply an amalgamation of the reviews that we have received for the applicable campsite from our members and do not present ratings that we have set or imposed ourselves. We have no control over such ratings or the reviews provided by our members and no warranty is given or implied in respect of the same.

 

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. Please note that as a general rule, the requirements and standards of the country you visit will not be the same as the UK and may sometimes be lower.

 

7. Behaviour

Please be aware that the booking conditions of the supplier will normally state that your holiday arrangements can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation or services in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

 

In order to maintain the security and safety at all of our sites we prohibit users who have been convicted of, or received a police caution for, a sexual offence (listed in Schedule 3 of the Sexual Offences Act 2003) and have been made subject to the notification requirements under the sexual offenders register or a Sexual Harm Prevention Order. If we are made aware that either yourself or a member of your party are subject to these provisions then we reserve the right to terminate your booking in advance or whilst on site during your stay, without a refund.

 

8. Entry, Passport, Visa and Immigration & Health Formalities

It is your responsibility to check and fulfil the entry, passport, visa, health and immigration requirements applicable to your itinerary. If you or any member of your party is 16 or over and haven’t yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your arrangements. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

 

Most countries now require passports to be valid for at least 3 or 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0300 222 0000 or visit https://www.gov.uk/browse/citizenship/passports. 

For European travel you should obtain a UK Global Health Insurance Card (UK GHIC) prior to departure unless you are able to rely upon an existing European Health Insurance Card (EHIC). For travel to Switzerland there are different rules for using your UK GHIC or EHIC and if travelling in Norway, Iceland and Liechtenstein, UK GHIC and EHIC can not be used for medical treatment. Passengers to these destinations should obtain comprehensive medical insurance prior to departure, including cover for emergency medical treatment and associated costs. 

Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office, visit https://www.gov.uk/travelaware.  

 

Non British passport holders, including other EU nationals, should obtain up to date advice on entry, passport, visa, health and immigration requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling, 

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any entry, 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 entry passport, visa, immigration requirements or health formalities. 

 

Please note: The impacts of Brexit may change your visa, ticket and health requirements. Third country nationals may require an airport transit visa when passing through EU Member States. There is the potential for disruption at borders when travelling between the UK and EU Member States and you should allow sufficient time for this when planning any onward travel. You should check any impacts of Brexit on your travel, in advance of your departure, to ensure that you fulfil the requirements post-Brexit, including any passport validity requirements. You can find UK Government information from the Foreign,Commonwealth and Development Office here: 

https://www.gov.uk/foreign-travel-advice 

 

9. Force Majeure

Except where otherwise expressly stated in these booking conditions we (or the Supplier/Principal, where we are acting as an agent) will not be liable or pay you compensation if our contractual obligations to you are affected by Force Majeure. For the purposes of these Booking Conditions, Force Majeure means any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. 

Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination (including but not limited to Covid-19 or future strains of Covid-19 and the ongoing effects of Covid-19), epidemic, pandemic, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our control or the control of the supplier concerned.

 

10. Law & Jurisdiction

These terms and conditions are governed by English law and we both agree that any dispute arising between the parties is subject to the exclusive jurisdiction of the courts of England and Wales (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

 

11. Conditions Of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. 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.

 

12. Data Protection and Privacy

We may use your details in order to send you information about other products and services provided by the Caravan and Motorhome Club, or to carry out research. We may contact you by letter, telephone or email. Telephone calls to the Club may be monitored or recorded for training purposes only. Please be reassured that we will not make your personal details available to any organisation or person outside of the Club to use for their own marketing purposes. If you would prefer not to receive any further information or participate in research, simply tell us when you next call or write to us.

Please see our data protection and privacy policy www.caravanclub.co.uk/privacy-policy/ for full information regarding the way in which we use and store your personal data.

 

13. Overseas Sites Special Offers

Only one offer can be applied per booking and it can only be applied once; unless otherwise stated. The offer will only be applied if you have the required booking conditions such as booking the minimum number of nights within the offer period. 

 

The offer will be applied automatically to your booking where possible. The Caravan and Motorhome Club reserves the right to withdraw these offers at any time. Any amendments made to bookings with special offers may be subject to the standard prices.

 

14. Services

Unless otherwise stated in the campsite or holiday description, all members must settle any bills directly with the relevant site administration. This could include, but is not limited to, any bills for water or sewage connections, tourist tax, registration fees, Eco tax, rubbish tax and pet charges.

 

15. Your Property

You must pay all due care and attention to your personal belongings. We cannot accept any liability if they are lost or damaged. Unattended caravans or any other vehicles and their contents are the sole responsibility of their operators.

 

16. Child Prices

The age at which child prices come into operation varies according to the supplier. All age definitions relate to the age of that person on the date of departure from home.

 

17. Campsite Facilities & Activities

Our brochures and website describe the facilities and activities normally available at each campsite during the main part of the season, which is commonly national holidays and school holidays specific to the countries advertised in our brochures and on our website. Please note that facilities and services are generally available depending on the number of people participating. These services will not be offered if there are insufficient numbers. 

 

At many sites not all facilities and activities will be operating during the early and late season (e.g. as a result of lack of demand, weather conditions, maintenance and repair etc.) and we cannot be held liable for non-provision of any service. In some cases only a bare minimum of facilities and no activities will be open during the low season.

 

18. Advance Booking Service

The minimum period which may be accepted for any booking with the Advance Booking Service is one night unless otherwise stated at the time of booking. There is no restriction on the maximum number of nights or sites which may be booked but members making such a booking must stay at the site on all nights they have booked. 

 

We reserve the right to charge a non-refundable Late Booking Fee of £15 for any request to book a campsite stay within 3 days of arrival during July and August. 

 

High and low season periods vary for each site and full details are available on request.

 

SECTION B: PACKAGE HOLIDAY BOOKINGS

This section only applies to Package Holidays booked with us as Organiser (please see condition 19 for further details of when this will be the case). Please read this section in conjunction with Section A of these Booking Conditions.   

 

19. Definition Of Package

Where your booking is for a Package Holiday 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 Regulations 2018 (“PTRs”), as outlined in this Section B of these Booking Terms and Conditions.

 

A “Package Holiday” exists if you book a combination of at least two of the following separate travel services for the purpose of the same trip or holiday:

(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 from a single visit to our contact centre or website and selected by you before you agree to pay; or are offered, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term. 

 

20. Pricing Of Packages 

The prices stated in our brochures and on our website are exclusively available only when booking in advance with the Caravan and Motorhome Club.

 

Our prices were calculated on the basis of then known costs and exchange rates. We reserve the right to increase or decrease the prices of unsold arrangements at any time. We also reserve the right to make changes to and correct errors in advertised prices at any time before your arrangements are confirmed. The price of your chosen arrangements will be confirmed at the time of booking.

 

Once the price of your chosen arrangements has been confirmed at the time of booking, then, subject to the correction of errors, we will only increase or decrease the price 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  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), ferry cost changes, 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.

 

You will be charged for the amount of any increase in accordance with this condition. 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 equivalent or higher quality you will not have to pay more but if it is of lower quality 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 £20. 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 to 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.

 

Please Note: Many transport operators are now using ‘Flexible Pricing’. This effectively means that prices can and do vary on a daily basis for the same arrangements.

 

Consequently, where we give a quotation for a particular journey, this is only valid at the time of quoting. Any booking made at a later time may be at a different rate. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. Please note, changes and errors occasionally occur. You must check the price of your chosen arrangements at the time of booking.

 

21. 21. Cutting Your Package Holiday 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 holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and 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.

 

22. Changes By You & Transfers Of Bookings

If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing or by telephone as soon as possible. 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, all changes will be subject to payment of an administration fee of £20 per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. 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. 

 

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.

 

Transfers Of Bookings:

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

1. that person is introduced by you and satisfies all the conditions applicable to the holiday;
2. we are notified not less than 7 days before departure;
3. you pay any outstanding balance payment, an amendment fee of £20 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
4. 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 condition 23 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

 

Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

 

23. If You Cancel Before Departure

If you or any member of your party decides to cancel your confirmed booking you must notify us in writing or by telephone. Your notice of cancellation will only take effect when it is received by us at our offices and will be effective from the date on which we receive it. 

 

As we and our suppliers incur costs from the time we confirm your booking, the following charges will apply: If cancellation is received prior to or on Balance Due Date, your deposit will be retained. Except in the case where a non-refundable fare has been booked, when the entire fare amount will be retained. If cancellation is received after Balance Due Date, then your deposit will be retained, together with all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result.

 

Claims may be made on the Red Pennant Service (if purchased by you) if the reason for the cancellation is covered (see Red Pennant policy wording). 

 

Where any cancellation reduces the duration of stay or number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly. 

 

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.

 

24. Cancellation By You Due To Unavoidable & Extraordinary Circumstances

You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday 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 Commonwealth and Development Office advises against travel to your destination or its immediate vicinity. For the purposes of this condition, “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 condition 24 outlines the rights you have if you wish to cancel your Package booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

 

25. If We Make A Change Or Cancel Your Package Holiday

We start planning the arrangements that we offer many months in advance. Occasionally, we have to make changes to and correct errors in our brochure and other details both before and after bookings have been confirmed, and can cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. However, we will only cancel your confirmed arrangements after the date the balance of the cost of your holiday is due where you have failed to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time), where we are forced to do so as a result of Force Majeure as defined in condition 9, or where minimum numbers for any tour or other arrangement as advertised in our brochure or on our website, are not reached by 10 weeks prior to the date of departure.

 

Changes: If we make an insignificant 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 “insignificant changes” include the following when made before departure: any change in the advertised identity of the carrier(s), LeShuttle / ferry timings, and/or ferry type; a change of outward departure time or overall length of your holiday of twelve hours or less; a change of accommodation to another of the same standard or classification. 

 

Occasionally, we may have to make a “significant change” to your holiday. “Significant changes” include the following changes when made before departure; a change of accommodation area for the whole or a major part of the time you are away, a change of outward departure time or overall length of time you are away of twelve or more hours, or a change of UK departure point to one which is more inconvenient for you.

 

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:

1. For significant changes accepting the changed arrangements or
2. accepting an offer of alternative arrangements from us, of a similar or higher standard, if

 available (at no extra cost); or

1. 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; or

1. Cancelling or accepting the cancellation in which case you will receive a full and prompt

 refund of all monies you have paid to us.

 

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.

In addition to a full refund of all monies paid by you, we will pay you reasonable compensation, in the following circumstances:

-   If, where we make a significant change, you do not accept the changed arrangements

and cancel your booking;

-   If we cancel your booking and no alternative arrangements are available.

 

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

-   where we make an insignificant change;

-   where we make a significant change or cancel your arrangements more than 70 days

before departure;

-   where we make a significant change and you accept those changed arrangements or you

accept an offer of alternative travel arrangements;

-   where we have to cancel your arrangements as a result of your failure to make full

payment on time;

-   where the change or cancellation by us arises out of alterations to the confirmed booking

requested by you;

-   where we are forced to cancel or change your arrangements due to Force Majeure (see

condition 9).

 

If we become unable to provide a significant proportion of the services 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.

 

26. Our Responsibilities To You In Respect Of Package Holidays

• 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 amended as set out below and as such, we are responsible for the proper provision of the travel services specifically included in your Package, as set out in your confirmation invoice, brochure, website and the information we provided to you regarding the services prior to booking. Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your confirmation invoice, brochure, website and the information we provided to you regarding the services prior to booking. 

• We will not be responsible nor pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers.

• 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:

• the acts and/or omissions of the person affected; or

• 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 

• Force Majeure (as defined in condition 9).

• We limit the amount of compensation we may have to pay you if we are found liable under this condition:

• 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. 

• 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. 

• Claims in respect of international travel by air, sea and rail, or any stay in a hotel: 

• Where applicable, the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions such as The Athens Convention (with respect to sea travel) and The Berne/Cotif Convention (with respect to rail travel). You can ask for copies of this Convention from our offices.  Please contact us. In addition, you agree that the operating carrier or 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. 

• Where applicable, 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.

• Where applicable, 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.

• Subject to these Booking Terms & Conditions, if we or our suppliers negligently perform or arrange those services set out in the confirmation invoice, brochure, website and the information we provided to you regarding the services prior to booking and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Package travel arrangements 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 Terms & Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your trip. 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.

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

• 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. 

• Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: 

• 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 

• relate to any business:

• indirect or consequential loss of any kind.

• We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website or in any printed material we may produce. 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.  

• 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 trip. For the purposes of this condition, “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.

 

27. Delays

We do not offer flights and we are not responsible for any flight you may otherwise book. In the event that you make such a booking with another supplier, please read those terms and conditions carefully. 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. Contact your airlines or the third party you made a flight booking with for more information.

 

If you or any member of your party misses your 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 transport supplier concerned immediately. 

 

Please note, where you have booked transportation separately and delays etc. affect the booking made through us, this does not give the customer the right to claim a refund for any nights missed nor amend their booking with us. 

 

Reimbursement in such cases is the responsibility of your transport arrangement and will not automatically entitle you to a refund of your holiday price from us. A delay or cancellation to your transport arrangement does not automatically entitle you to cancel any other part of your itinerary with us even where those have been made in conjunction with your flight. 

 

28. Insolvency Protection For Packages 

We provide full financial protection for our package holidays by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk.

 

You agree to accept that in the event of our insolvency, ABTA may arrange for the travel services you have booked to continue, or for a suitable alternative to be provided at the same cost of your original booking. You also agree to accept that in circumstances where the travel services supplier provides the services you have booked, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid. 

 

29. Insurance

As noted in condition 5 of these Terms and Conditions, it is a condition of booking with us that you have adequate travel insurance in place. For some Package holiday bookings where we act as Organiser, if you do not take our own Red Pennant Holiday insurance we may require you to provide details of your alternative insurance cover, the benefits of which must be at least as good as those offered by Red Pennant. Where you are asked to provide such details, we will not check the suitability of the policy and it will remain your responsibility to ensure your chosen insurance policy is adequate for your needs. Details of the policy we offer are shown in our brochures and on our website,www.caravanclub.co.uk/insurance/overseas-holiday-insurance/  Premiums must be paid as soon as possible as cover will not be effective until we receive all applicable premiums in full. Please read your policy details carefully and take them with you on your break. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. When purchasing insurance, either by way of our own Red Pennant Holiday insurance or your own personal policy, please ensure that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

 

30. Location Of Pitches

We cannot guarantee that members will be allocated pitches all together in the same area of the campsite. However, campsite operators will be requested to arrange this wherever possible.

 

31. The Caravan Code

Members are required to adhere to and abide by The Caravan Code as set out in the Caravan and Motorhome Club’s UK Sites Directory and Handbook. Parents have responsibility for their children at all times unless placed in the care of a duly authorised person. Particular care should be taken on sites with lakes, swimming pools and children’s playgrounds.

 

32. Unused Or Additional Nights

No refunds can be made for any nights not spent at campsites booked in the holiday itinerary. Where members want to stay extra nights, please contact us and we will attempt to extend your booking, subject to payment by you of any additional charges that may apply.

 

Members are responsible for paying any campsite fees in respect of night halts which are not included in a booking itinerary.

 

33. Holidays Including Ferry or LeShuttle Travel

Members must travel out and back on the ferries/LeShuttle at the times booked by us. Members who travel with any other ferry operator and/or at a different time than the booked sailing will be liable for the full cost of the alternative arrangement.

 

If an outbound ferry or LeShuttle crossing is not used then the inbound will automatically be cancelled by the ferry operator or LeShuttle. 

 

No reduction in prices can be granted to shareholders of the ferry companies utilised. Any ferry offers published in Club publications, or on our website, may be restricted by booking type, date, etc.

 

34. Prompt Assistance for Packages 

If, whilst you are on holiday, 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 sub-contractors, 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.

 

35. Complaints 

Where you have booked a package holiday with us, please inform the relevant supplier immediately and contact us at our Travel Service Department at East Grinstead on 01342 316 101 during office hours or on 01342 336 606 in cases of emergency. 

 

If your complaint is not resolved locally, please follow this up, ideally within 28 days of your return home, by writing to our Travel Service Department giving your booking reference and all other relevant information. 

 

It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

 

36. ABTA

We are a Member of ABTA, membership number Y6697. 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. 

 

SECTION C: AGENCY BOOKINGS

This section applies to bookings we make for you when acting as Agent. Please read this section in conjunction with Section A of these Booking Conditions.   

 

37. Your Contract With Supplier/Principal 

Where we act as Agent, we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. ferry operators and LeShuttle and campsite operators) of your chosen travel arrangements, as named on your booking confirmation. 

 

As an Agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. 

 

The supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.

 

38. Cancellation & Amendment By You

Any cancellation or amendment request must be communicated to us via telephone or sent to us in writing and will take effect from the day we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests. 

 

Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure).

 

In addition an administration fee of £20 per change will be payable for any amendments. You will be notified of the exact charges payable at the time of amendment or cancellation and it is recommended that you contact us prior to amendment or cancellation in order to confirm the charges applicable. 

 

39. Ferry refund vouchers

Some ferry operators may give travel vouchers for their services instead of cash refunds under certain circumstances if you cancel a booking. 

Please note that we can only accept these vouchers/credit notes against new bookings if the original cancelled booking was made via the Caravan and Motorhome Club. 

 

40. Changes Or Cancellations By The Supplier/Principal

We will inform you of any changes or cancellations made by the Supplier/Principal as soon as reasonably possible. If the Supplier/Principal offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

 

41. Our Responsibility For Your Booking

Your contract is with the Supplier/Principal and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission earned in relation to your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

 

42. Complaints 

Because the contract for your travel arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them. You will see the name and address plus contact details on our website www.camc.com/overseas. If you have a problem with your travel arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you require assistance liaising with the supplier, please contact the Club and we will be happy to mediate.

 

If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you. 

 

If you wish to complain about any service we have provided to you as Agent (i.e. our booking service) then please contact us directly.

 

43. ABTA

We are a Member of ABTA, membership number P8216 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.

 

44. Financial Protection

Package holidays which we sell to you where we act as an agent, will be protected by the financial protection organised by the package organiser (which will be the Supplier/Principal), as set out in their booking terms and conditions.

Booking Terms and Conditions

These booking conditions, together with our privacy policy, essential information, booking information, the advice and information section and any other written information we have brought to your attention before we confirmed your booking, set out the details of your booking with The Caravan Club Limited, trading as the Caravan and Motorhome Club, Registered Office: East Grinstead House, East Grinstead, RH19 1UA, England (“we”, “us” or “The Caravan and Motorhome Club”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions, “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:

1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
2. He/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
3. He/she is over 18 years of age and resident in the United Kingdom (if you are not a resident of the United Kingdom, you must advise us prior to booking) and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
4. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

 

Our obligations to you are as a package organiser in the sale of a package holiday.

SECTION A – APPLICABLE TO ALL BOOKINGS

1. Making A Booking

When we receive your booking and all appropriate payments, we will (subject to availability), confirm your booking by issuing a confirmation invoice. 

A binding contract between you and us comes into existence when we dispatch the booking confirmation to the party leader. Please check this invoice carefully as soon as you receive it. You must contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. 

We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 7 days of our sending it out. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.

All documents (e.g. confirmation documents/holiday packs) will be sent to you by post or e-mail. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to the charges.

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.

2. Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we may cancel your booking and charge the cancellation fees set out below.

To confirm your booking, you must pay a deposit at the time of booking. The deposit will ordinarily be £150 per outfit. However, some ferry operators and Eurotunnel may require a higher deposit at the time of booking or may require full payment if you are booking more than ten weeks before departure. You will be advised of the exact amount payable at the time of booking.

Full payment of the balance must be received by the ‘Balance Due’ date shown on your booking confirmation, which will be 10 weeks before your departure date. If full payment is not received by the balance due date, we may cancel your booking and charge the cancellation fees set out below.

When accepting any booking within ten weeks of the departure date we reserve the right to ask you to pay the full cost of your booking at the time of making the booking. 

To pay the balance of your holiday you can either contact us to make the payment shortly before or on the balance due date or you can choose to allow us to securely store your card details so that we can automatically take the balance payment on the balance due date. 

If you chose to give us your card details to use to take your balance payment automatically the following Consent Agreement will apply to you:

• The Consent Agreement applies to the debit/credit card you are providing at the time of booking your European Tour
• This agreement applies until your balance payment is taken or you notify us to cancel your booking. You can read the cancelation terms in clauses 20 & 21 of these terms and conditions
• The amount we will collect on the balance due date will be advised to you on the confirmation document you receive after making your booking
• Your payment will be taken on or just after your balance due date 
• We might also use this card to collect any one-off charges owed to us.    

We accept the following methods of payment: Visa/MasterCard debit or credit card authorisation.

NB: No confirmations or other documentation will be forwarded until all invoiced balances have been paid.

3. Accuracy

We endeavour to ensure that the tour descriptions, holiday information and prices both on our website and in our brochures is up to date at the time of going to press but it is possible (for example) for a campsite to change hands or for certain facilities or services at the campsites to be altered and we therefore must emphasise that the contents of our brochure/website represent the detail available at the time of publication.

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.

4. Special requests

If you have any special requests (for example pitch location), please let us know at the time of booking. We will pass on all such requests to the supplier/representatives but we do not guarantee that they will be met and we will have no liability to you if they are not. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.

5. Insurance

Adequate travel insurance is a condition of your contract with us. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Failure to disclose relevant information may affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

For some Package holiday bookings where we act as Organiser, if you do not take our own Red Pennant Holiday insurance we may require you to provide details of your alternative insurance cover, the benefits of which must be at least as good as those offered by Red Pennant. Where you are asked to provide such details, we will not check the suitability of the policy and it will remain your responsibility to ensure your chosen insurance policy is adequate for your needs. Details of the policy we offer are shown in our brochures and on our website,www.caravanclub.co.uk/insurance/overseas-holiday-insurance  Premiums must be paid as soon as possible as cover will not be effective until we receive all applicable premiums in full. Please read your policy details carefully and take them with you on your break. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. When purchasing insurance, either by way of our own Red Pennant Holiday insurance or your own personal policy, please ensure that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

6. Ratings & Standards

All the ‘star’ and category ratings given in our brochures or on our website are those granted to the campsites by the authorities of the countries in which they are located. These are not grades awarded by our personnel and in no way represent comparisons with our own sites in the UK.

We also publish member ratings for the campsites that we promote. Please note that such ratings are simply an amalgamation of the reviews that we have received for the applicable campsite from our members and do not present ratings that we have set or imposed ourselves. We have no control over such ratings or the reviews provided by our members and no warranty is given or implied in respect of the same.

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. Please note that as a general rule, the requirements and standards of the country you visit will not be the same as the UK and may sometimes be lower.

7. Behaviour

Please be aware that the booking conditions of the supplier will normally state that your holiday arrangements can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation or services in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

In order to maintain the security and safety at all of our sites we prohibit users who have been convicted of, or received a police caution for, a sexual offence (listed in Schedule 3 of the Sexual Offences Act 2003) and have been made subject to the notification requirements under the sexual offenders register or a Sexual Harm Prevention Order. If we are made aware that either yourself or a member of your party are subject to these provisions then we reserve the right to terminate your booking in advance or whilst on site during your stay, without a refund.

8. Entry, Passport, Visa and Immigration & Health Formalities

It is your responsibility to check and fulfil the entry, passport, visa, health and immigration requirements applicable to your itinerary. If you or any member of your party is 16 or over and haven’t yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your arrangements but preferably as far in advance as possible. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

Most countries now require passports to be valid for at least 3 or 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports. 

For European travel you should obtain a UK Global Health Insurance Card (UK GHIC) prior to departure unless you are able to rely upon an existing European Health Insurance Card (EHIC). For travel to Switzerland there are different rules for using your UK GHIC or EHIC and if travelling in Norway, Iceland and Liechtenstein, UK GHIC and EHIC can not be used for medical treatment. Passengers to these destinations should obtain comprehensive medical insurance prior to departure, including cover for emergency medical treatment and associated costs. 

Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office, visit https://www.gov.uk/travelaware.  

Non British passport holders, including other EU nationals, should obtain up to date advice on entry, passport, visa, health and immigration requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling, 

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any entry, 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 entry passport, visa, immigration requirements or health formalities. 

Please note: The impacts of Brexit may change your visa, ticket and health requirements. Third-country nationals may require an airport transit visa when passing through EU Member States. There is the potential for disruption at borders when travelling between the UK and EU Member States and you should allow sufficient time for this when planning any onward travel. You should check any impacts of Brexit on your travel, in advance of your departure, to ensure that you fulfil the requirements post-Brexit, including any passport validity requirements. You can find UK Government information from the Foreign, Commonwealth and Development Office here: 

https://www.gov.uk/foreign-travel-advice 

9. Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. 

Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination (including but not limited to Covid-19 or future strains of Covid-19 and the ongoing effects of Covid-19), epidemic, pandemic, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our control or the control of the supplier concerned.

10. Law & Jurisdiction

These terms and conditions are governed by English law and we both agree that any dispute arising between the parties is subject to the exclusive jurisdiction of the courts of England and Wales (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

11. Conditions Of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. 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.

12. Data protection and privacy

We may use your details in order to send you information about other products and services provided by the Caravan and Motorhome Club, or to carry out research. We may contact you by letter, telephone or email. Telephone calls to the Club may be monitored or recorded for training purposes only. Please be reassured that we will not make your personal details available to any organisation or person outside of the Club to use for their own marketing purposes. If you would prefer not to receive any further information or participate in research, simply tell us when you next call or write to us.

Please see our data protection and privacy policy www.caravanclub.co.uk/privacy-policy/ for full information regarding the way in which we use and store your personal data.

13. Services

Unless otherwise stated in the campsite or tour description, all members must settle any bills directly with the relevant site administration. This could include, but is not limited to, any bills for water or sewage connections, tourist tax, registration fees, Eco tax, rubbish tax and pet charges.

14. Your Property

You must pay all due care and attention to your personal belongings. We cannot accept any liability if they are lost or damaged. Unattended caravans, motorhomes or any other vehicles and their contents are the sole responsibility of their operators.

15. Campsite Facilities & Activities

Our brochures and website describe the facilities and activities normally available at each campsite during the main part of the season, which is commonly national holidays and school holidays specific to the countries advertised in our brochures and on our website. Please note that facilities and services are generally available depending on the number of people participating. These services will not be offered if there are insufficient numbers. 

At many sites not all facilities and activities will be operating during the early and late season (e.g. as a result of lack of demand, weather conditions, maintenance and repair etc.) and we cannot be held liable for non-provision of any service. In some cases only a bare minimum of facilities and no activities will be open during the low season.

16. Definition Of Package

Where your booking is for a Package Holiday 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 Regulations 2018 (“PTRs”) as amended, as outlined in these Booking Terms and Conditions.

A “Package Holiday” exists if you book a combination of at least two of the following separate travel services for the purpose of the same trip or holiday:

(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 from a single visit to our contact centre or website and selected by you before you agree to pay; or are offered, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term. 

17. Pricing Of Packages 

The prices stated in our brochures and on our website are exclusively available only when booking in advance with the Caravan and Motorhome Club.

Our prices were calculated on the basis of then known costs and exchange rates. We reserve the right to increase or decrease the prices of unsold arrangements at any time. We also reserve the right to make changes to and correct errors in advertised prices at any time before your arrangements are confirmed. The price of your chosen arrangements will be confirmed at the time of booking.

Once the price of your chosen arrangements has been confirmed at the time of booking, then, subject to the correction of errors, we will only increase or decrease the price 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  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 ferry cost changes 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.

You will be charged for the amount of any increase in accordance with this condition. 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 equivalent or higher quality you will not have to pay more but if it is of lower quality 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 £20. 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 to 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.

Please Note: Many transport operators are now using ‘Flexible Pricing’. This effectively means that prices can and do vary on a daily basis for the same arrangements.

Consequently, where we give a quotation for a particular journey, this is only valid at the time of quoting. Any booking made at a later time may be at a different rate. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. Please note, changes and errors occasionally occur. You must check the price of your chosen arrangements at the time of booking.

18. Cutting Your Package Holiday 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 holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and 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.

19. Changes By You & Transfers Of Bookings

If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing or by telephone as soon as possible. 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, all changes will be subject to payment of an administration fee of £20 per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. 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. 

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.

Transfers Of Bookings:

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

1. that person is introduced by you and satisfies all the conditions applicable to the holiday;
2. we are notified not less than 7 days before departure;
3. you pay any outstanding balance payment, an amendment fee of £20 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
4. 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 condition 20 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

20. If You Cancel Before Departure

If you or any member of your party decides to cancel your confirmed booking you must notify us in writing or by telephone. Your notice of cancellation will only take effect when it is received by us at our offices and will be effective from the date on which we receive it. 

As we and our suppliers incur costs from the time we confirm your booking, the following charges will apply: If cancellation is received prior to or on Balance Due Date, your deposit will be retained. Except in the case where a non-refundable fare has been booked, when the entire fare amount will be retained. If cancellation is received after Balance Due Date, then the cancellation charges set out in the table below will apply. In the event that only one element of a confirmed booking is cancelled a £20 cancellation charge will be applied to your booking together with all costs and charges as detailed above.

 

Period	Cancellation Charge
More than 70 days (Balance due date) before departure	Deposit Only
70-31 days before departure	Deposit + 20% of the total Tour price
16-30 days before departure	Deposit + 40% of the total Tour price
8-15 days before departure	Deposit + 65% of the total Tour price
1-7 days before departure or after departure	100% of the total Tour price

 

Claims may be made on the Red Pennant Service (if purchased by you) if the reason for the cancellation is covered (see Red Pennant policy wording). 

Where any cancellation reduces the duration of stay or number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly. 

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.

21. Cancellation By You Due To Unavoidable & Extraordinary Circumstances

You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday 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 Commonwealth and Development Office advises against travel to your destination or its immediate vicinity. For the purposes of this condition, “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 condition 21 outlines the rights you have if you wish to cancel your Package booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

22. If We Make A Change Or Cancel Your Package Holiday

We start planning the arrangements that we offer many months in advance. Occasionally, we have to make changes to and correct errors in our brochure and other details both before and after bookings have been confirmed, and can cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. However, we will only cancel your confirmed arrangements after the date the balance of the cost of your holiday is due where you have failed to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time), where we are forced to do so as a result of Force Majeure as defined in condition 9, or where minimum numbers for any tour or other arrangement as advertised in our brochure or on our website, are not reached by 10 weeks prior to the date of departure.

Changes: If we make an insignificant 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 “insignificant changes” include the following when made before departure: any change in the advertised identity of the carrier(s), Eurotunnel / ferry timings, and/or ferry type; a change of outward departure time or overall length of your holiday of twelve hours or less; a change of accommodation to another of the same standard or classification. 

Occasionally, we may have to make a “significant change” to your holiday. “Significant changes” include the following changes when made before departure; a change of accommodation area for the whole or a major part of the time you are away, a change of outward departure time or overall length of time you are away of twelve or more hours, or a change of UK departure point to one which is more inconvenient for you.

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:

(a)       For significant changes accepting the changed arrangements or

(b)       accepting an offer of alternative arrangements from us, of a similar or higher standard, if

 available (at no extra cost); or

(c)       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; or

(d)       Cancelling or accepting the cancellation in which case you will receive a full and prompt

 refund of all monies you have paid to us.

 

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.

In addition to a full refund of all monies paid by you, we will pay you reasonable compensation, in the following circumstances:

-   If, where we make a significant change, you do not accept the changed arrangements

and cancel your booking;

-   If we cancel your booking and no alternative arrangements are available.

 

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

-   where we make an insignificant change;

-   where we make a significant change or cancel your arrangements more than 70 days

before departure;

-   where we make a significant change and you accept those changed arrangements or you

accept an offer of alternative travel arrangements;

-   where we have to cancel your arrangements as a result of your failure to make full

payment on time;

-   where the change or cancellation by us arises out of alterations to the confirmed booking

requested by you;

-   where we are forced to cancel or change your arrangements due to Force Majeure (see condition 9).

If we become unable to provide a significant proportion of the services 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.

23. Our Responsibilities To You In Respect Of Package Holidays

• 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 amended as set out below and as such, we are responsible for the proper provision of the travel services specifically included in your Package, as set out in your confirmation invoice, brochure, website and the information we provided to you regarding the services prior to booking. Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your confirmation invoice, brochure, website and the information we provided to you regarding the services prior to booking. 

• We will not be responsible nor pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers.

• 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:

• the acts and/or omissions of the person affected; or

• 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 

• Force Majeure (as defined in condition 9).

• We limit the amount of compensation we may have to pay you if we are found liable under this condition:

• 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. 

• 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. 

• Claims in respect of international travel by air, sea and rail, or any stay in a hotel: 

• Where applicable, the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions such as The Athens Convention (with respect to sea travel) and The Berne/Cotif Convention (with respect to rail travel). You can ask for copies of this Convention from our offices.  Please contact us. In addition, you agree that the operating carrier or 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. 

• Where applicable, 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.

• Where applicable, 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.

• Subject to these Booking Terms & Conditions, if we or our suppliers negligently perform or arrange those services set out in the confirmation invoice, brochure, website and the information we provided to you regarding the services prior to booking and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Package travel arrangements 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 Terms & Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your trip. 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.

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

• 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. 

• Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: 

• 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 

• relate to any business:

• indirect or consequential loss of any kind.

• We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website or in any printed material we may produce. 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.  
• 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 trip. For the purposes of this condition, “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. Delays

We do not offer flights and we are not responsible for any flight you may otherwise book. In the event that you make such a booking with another supplier, please read those terms and conditions carefully. 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. Contact your airlines or the third party you made a flight booking with for more information.

If you or any member of your party misses your 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 transport supplier concerned immediately. 

Please note, where you have booked transportation separately and delays etc. affect the booking made through us, this does not give the customer the right to claim a refund for any nights missed nor amend their booking with us. 

Reimbursement in such cases is the responsibility of your transport arrangement and will not automatically entitle you to a refund of your holiday price from us. A delay or cancellation to your transport arrangement does not automatically entitle you to cancel any other part of your itinerary with us even where those have been made in conjunction with your flight. 

25. Insolvency Protection For Packages 

We provide full financial protection for our package holidays by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk.

You agree to accept that in the event of our insolvency, ABTA may arrange for the travel services you have booked to continue, or for a suitable alternative to be provided at the same cost of your original booking. You also agree to accept that in circumstances where the travel services supplier provides the services you have booked, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid. 

26. Location Of Pitches

We cannot guarantee that members will be allocated pitches all together in the same area of the campsite. However, campsite operators will be requested to arrange this wherever possible.

27. The Caravan Code

Members are required to adhere to and abide by The Caravan Code as set out in the Caravan and Motorhome Club’s UK Sites Directory and Handbook. Parents have responsibility for their children at all times unless placed in the care of a duly authorised person. Particular care should be taken on sites with lakes, swimming pools and children’s playgrounds.

28. Unused Or Additional Nights

No refunds can be made for any nights not spent at campsites booked in the holiday itinerary. Where members want to stay extra nights, please contact us and we will attempt to extend your booking, subject to payment by you of any additional charges that may apply.

Members are responsible for paying any campsite fees in respect of night halts which are not included in a booking itinerary.

29. Holidays Including Ferry or Eurotunnel Travel

Members must travel out and back on the ferries/Eurotunnel at the times booked by us. Members who travel with any other ferry operator and/or at a different time than the booked sailing will be liable for the full cost of the alternative arrangement.

If an outbound ferry or Eurotunnel crossing is not used then the inbound will automatically be cancelled by the ferry operator or Eurotunnel. 

No reduction in prices can be granted to shareholders of the ferry companies utilised. Any ferry offers published in Club publications, or on our website, may be restricted by booking type, date, etc.

30. Prompt Assistance for Packages 

If, whilst you are on holiday, 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 sub-contractors, 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.

31. Complaints 

Where you have booked a package holiday with us, please inform the relevant supplier immediately and contact us at our European Tours Department at East Grinstead on 01342 316 101 during office hours or on 01342 336 606 in cases of emergency. 

If your complaint is not resolved locally, please follow this up, ideally within 28 days of your return home, by writing to our European Tours Department giving your booking reference and all other relevant information. 

It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

32. ABTA

We are a Member of ABTA, membership number Y6697. 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. 

Schedule 3

Part 1: General

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore you will benefit from all EU rights applying to the packages. We, The Caravan Club Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, we have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.

PART 2: Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018

• Travellers will receive all essential information about the package before concluding the package travel contract.
• There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
• Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
• Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
• The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
• Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
• Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
• Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
• If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
• Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
• The organiser has to provide assistance if the traveller is in difficulty.
• If the organiser becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. The Caravan Club Limited has taken out insolvency protection via The Caravan Club Holiday Trust Fund. Travellers may contact this entity or, where applicable, the competent authority if services are denied because of The Caravan Club Limited’s insolvency.

Part 3: The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here:

https://www.legislation.gov.uk/uksi/2018/634/contents/made

Please read these terms carefully together with the Caravan and Motorhome Club booking terms and conditions. The lead name on the booking agrees to accept these additional terms on behalf of all customers named on your booking.

1. Lowest price guarantee

Here at The Caravan and Motorhome Club we believe that we cannot be beaten on price, when it comes to overseas sites, caravan, motorhome or campervan Le Shuttle (Eurotunnel) or ferry crossings that we are able to offer in our network. You will not find these overseas sites and services cheaper elsewhere; because, if you can find a cheaper overseas site, caravan, motorhome or campervan Le Shuttle (Eurotunnel) or ferry crossing price elsewhere, we will provide our lowest price guarantee and match that cheaper price for you, subject to the following terms and conditions.

2. Qualifying for the lowest price guarantee

To qualify for our lowest price guarantee you will need to, before we have confirmed your booking, provide us with documented proof (e.g. a screen shot) that the identical overseas site, Le Shuttle (Eurotunnel) or ferry crossing is available for less elsewhere, by calling our contact centre on 01342 488 102.

Provided the requirements set out in the remainder of these terms and conditions are met, we guarantee to match the price of the overseas site, Le Shuttle (Eurotunnel) or ferry crossing in question.

Under no circumstances will we be obliged to price match after your provisional reservation is confirmed and we have issued you with a written confirmation.

3. Conditions applying to the lowest price guarantee

The lowest price guarantee applies only to ‘like for like’ sales, in other words any lower price that you obtain must be for an identical (i.e. party size, dates, duration and other such features) product immediately available to book on one site, and the product must be priced accurately (in other words, where we will not apply the lowest price guarantee where the lower price is obviously an error). The lower price must also be for an advanced booking and must be a price that is available to the general public (the lowest price guarantee will not apply to any prices or special offers made available to a closed group or to members of a particular organisation).

In relation to the booking of Le Shuttle (Eurotunnel) and ferry crossings, the lowest price guarantee will only apply to prices which include or otherwise allow for the carriage of either a caravan (along with a car), a motorhome or a campervan on board the train or ferry. The lowest price guarantee will not apply to (and will not operate so as to beat the price of) any ‘car only’ prices, or any other prices that do not provide for the carriage of a caravan (along with a car), a motorhome or a campervan, that are available elsewhere.

The person responsible for making the booking (lead name) must make the claim.

The lower price that you are asking us to match must include any handling charges, booking fees, credit card fees and such like.

The price you are asking us to match must be in pounds sterling. If you have found a price which is quoted in euros and which, once converted, appears to be a lower price, please contact us.

The lowest price guarantee will not automatically apply to prices quoted in euros however we may, at our sole discretion, agree to extend the lowest price guarantee on a case by case basis to cover a lower price quoted in euros, if we consider it appropriate to do so in all the circumstances.

We will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by our customer services team.

If the price you have found abides by all of the above, simply contact us on 01342 488 102 or email europeanholidays@camc.com. 

4. General

If there is any reason to believe that there has been a breach of these lowest price guarantee – terms and conditions, we may, at our sole discretion, reserve the right to exclude you from participating in the lowest price guarantee.

The Caravan and Motorhome Club reserves the right to hold void, suspend, cancel, or amend the lowest price guarantee where it becomes necessary to do so.

These lowest price guarantee – terms and conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

 

Except where otherwise specified for all Worldwide Holidays, we, The Caravan Club Limited, a company registered in England with company number 00646027 and registered office address of East Grinstead House, East Grinstead, West Sussex, RH19 1UA trading as The Caravan and Motorhome Club act only as a representative in respect of marketing and promoting the holidays and introducing you to the Supplier/Principal.

We accept no liability in relation to any contract you enter into or for any travel arrangements or other services you purchase (“Arrangements”) or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any arrangements.  For all Arrangements, your contract will be with the supplier of the arrangements in question (the “Supplier/Principal”).

All references to Worldwide Holidays ‘packages’ and ‘package holidays’ on this website, marketing material or in these Terms & Conditions means packages organised by third party Supplier/Principals on whose behalf we promote the holidays. All flight-inclusive Worldwide Holidays packages you book will be protected by the ATOL of the Supplier/Principal organising the package.

Holidays to New Zealand, Australia and Southern Africa are organised by Alan Rogers Travel Ltd t/a/ Caravan and Motorhome Holidays Worldwide whose registered office is East Grinstead House, East Grinstead, RH19 1UA, England and whose ABTA membership numbers are P7119 & Y6434 and ATOL No. 11309 (“Supplier/Principal”).

Holidays to Canada and the USA are organised by Bon Voyage Travel & Tours Limited whose registered office is 16-18 Bellevue Road, Southampton, SO15 2AY, England and whose ABTA membership numbers are 17213 & V6171 and ATOL No. 2931(“Supplier/Principal”).

We act as a promoter of the holidays on behalf of Alan Rogers Travel Ltd and Bon Voyage Travel & Tours Ltd and will introduce you directly to these Supplier/Principals for you to make your booking directly with them.

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

1. read these Terms & Conditions and agree to be bound by them;
2. consents to our use of personal data in accordance with our Privacy Policy  which has full information regarding the way in which we use and store your personal data and can be found at https://www.caravanclub.co.uk/privacy-policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements); and
3. is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;
4. accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking

 

1.         Contract

When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. the tour operator) of the Arrangements, as specified on your confirmation invoice. As the promoter of the holidays we accept no responsibility for the acts or omissions of the Supplier/Principal or for the services provided by them. Your booking is subject to these Terms and Conditions and the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s booking conditions may limit and/or exclude the Supplier/Principal's liability to you. Please ask the Supplier/Principal for copies of these if you do not have them.

Your booking is confirmed and a contract between you and the Supplier/Principal will exist when they send you confirmation.

2.         Booking

Please check that all names, dates and timings are correct on receipt of all documents and advise the Supplier/Principal of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant Supplier/Principal of your Arrangements or other persons necessary for the provision of your Arrangements.

3.         Payment

In order to book your chosen Arrangements, you must pay a deposit as required by the Supplier/Principal of the Arrangements (or full payment if booking within 14 weeks of departure or as requested by the Supplier/Principal). You must also pay all applicable insurance premiums and booking fees.

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, the Supplier/Principal may cancel your booking and charge the cancellation fees set out in their booking conditions.

4.         Prices

We reserve the right to amend advertised prices at any time.  We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.  You must check the price of your chosen Arrangements at the time of booking.

5.         Insurance

Many Supplier/Principals require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

6.         Special Requests

If you have any special requests (for example dietary requirements, cots or room location), please let the Supplier/Principal know at the time of booking. We can't guarantee that they will be met and we will have no liability to you if they are not.

7.         Changes and Cancellations by you

Any cancellation or amendment request must be sent to the Supplier/Principal in accordance with their booking terms and conditions. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your Arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure).

Please note: some Supplier/Principals do not allow changes and therefore full cancellation charges will apply.

8.         Changes and Cancellations by the Supplier/Principal

The Supplier/Principal will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Arrangements or to cancel them. We have no liability to you in these circumstances.  

9.         Our Responsibility for your Booking

Your contract is with the Supplier/Principal and its booking conditions apply. As promoter of the holidays, we accept no responsibility for the actual provision of the Arrangements. We accept no responsibility for any information about the Arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

10.      Visa, Passport and Health Requirements

The Supplier/Principal can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the Supplier/Principal accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask the Supplier/Principal for full details. They can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

11.      Complaints

Because the contract for your Arrangements is between you and the Supplier/Principal, any queries or concerns about your Arrangements should be addressed to them. If you have a problem with your Arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you.

We will of course assist you with this if you wish - please contact us.

You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

If you wish to complain about any service we have provided to you then please contact us directly.

12.      Law and Jurisdiction

These Terms & Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable). 

13.      Final Travel Arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

14. Accommodation Ratings and Standards

All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.

15. Documentation & Information 

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question and are intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Arrangements or any other services please contact us.

16.      Financial Protection

All the package holidays sold by the Supplier/Principal come with protection for your money. If you buy a single travel service then this might not apply. Package holidays are protected by the package organiser (which will be the Supplier/Principal) and they will provide you with their confirmation. When you buy an ATOL protected flight or flight inclusive holiday from them you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.