By making a booking, the first named person on the booking (the party leader) agrees on their own behalf and on behalf of any additional persons detailed on the booking that:
- he/she has read these terms and conditions and has the authority to and does agree to be bound by them;
- 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;
- he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Our obligations to you will vary depending upon whether we act as a Package Organiser in the sale of a package holiday, as a Principal in the sale of single-element bookings (such as accommodation only bookings) or as an agent to help you to arrange holiday products, such as ski packs; our differing obligations are set out below, in four separate sections: Section A contains the conditions which will apply to all bookings. Section B contains the conditions which will apply when you make a booking with us where we act as the package organiser. Section C contains the conditions which will apply where you make a single-element booking with us, where we are acting as Principal. Section D contains the conditions which apply to agency bookings.
THE POTENTIAL IMPACTS OF BREXIT ON YOUR HOLIDAY ARRANGEMENTS:
It is possible that between the time of you making your booking and travelling, elements of the product and services booked through us may be impacted by the UK ceasing to be a member state of the European Union (“Brexit”). It is important to note that we do not anticipate any impacts prior to 29th March 2019.
The introduction of new laws, or existing laws ceasing to apply, as a result of Brexit may restrict or prevent our ability to provide some elements of your booked arrangements. This could include a potential inability for us to rely on the freedom of movement of workers and, more specifically, the Posted Workers Directive to employ resort staff (namely Managers/Reps, Chalet Chefs/Hosts and Childcarers) in Europe. There is also the potential for British airlines to be unable operate flights into / out of the European Union and European airlines to be unable to operate into / out of the UK.
In the event of changes in the law due to Brexit preventing us from providing booked products and services we will endeavour to provide suitable alternative products and services. Should this prove impossible we will offer a partial refund for specific elements of your arrangements that we are unable to provide. Full details of the value attributed to at risk products and services are available on request.
Provided that we seek reasonable alternative products and services or reimburse any products or services that we are unable to provide, we shall have no further liability to you for non-delivery of booked arrangements as a result of Brexit.
It should also be noted that Brexit may also have an impact on your ability take part in your booked arrangements. This could include, but is not limited to, the need to acquire a visa to visit your destination country or the need to purchase additional insurance to meet your needs if the European Health Insurance scheme (EHIC) comes to an end. Any new obligations imposed on you as a result of Brexit are entirely your responsibility.
SECTION A – APPLICABLE TO ALL BOOKINGS
1. Making your booking
Bookings can be made by telephoning us on 01252 365 495. The payments referred to in clause 3 below must be paid at the time of booking. Once we have received your booking and all appropriate payments, we will, subject to availability, confirm your holiday by issuing a booking confirmation and invoice to the party leader; either directly from us or on behalf of the supplier as applicable.
If your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that agent) will issue you with an ATOL Certificate and a confirmation.
The confirmation invoice and ATOL Certificate will be sent by email unless you have requested a postal confirmation. The party leader is responsible for ensuring that all addresses (including email) and contact details given to us are correct. The party leader is also responsible for regularly checking emails at the email address given to us. Please check the confirmation letter, invoice and ATOL Certificate and any other document you receive from us carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation letter or invoice or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.
We do not accept any liability if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets). 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. If you wish to, you may contact us by e-mail for any of the reasons mentioned in these Booking Conditions (for example, to request an amendment) providing you do so to firstname.lastname@example.org.
Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
2. The contract
A binding contract between you and us (where we are the Principal or Package Organiser) or between you and the ski pack provider or other supplier (where we are acting as an agent) comes into existence when we dispatch our booking confirmation and invoice to the party leader.
We both agree that English Law (and no other) will apply to this contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only.
Because our holidays go on sale well in advance of the ski season, not all contracts for accommodation, flights and other travel services will have been finalised at the time of booking. If, when these contracts are finalised, there is any change to your holiday arrangements (where such arrangements are sold by us as Principal or as part of a Package) which we regard as significant, we will notify you of this in accordance with Section 8 of these Booking Conditions.
A deposit of £150 per person, along with the supplement applicable to any scheduled flights, rail tickets or other travel arrangements bought in from third party suppliers, must be made at the time of booking.
For bookings made within 10 weeks of the date your arrangements are due to commence, full payment is required at the time of booking. The balance of the holiday price must be received by us not less than 10 weeks before the date your arrangements are due to commence. This date will be specified on the confirmation letter/invoice. No reminders will be sent.
If all payments are not received in full and on time (including any surcharge where applicable), we (or, where we are acting as an agent, the supplier of your chosen arrangements) are entitled to assume that you wish to cancel your booking. In this case, we (or the supplier) will be entitled to keep all deposits paid or due at that date. If we (or the supplier) do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in these booking terms and conditions depending on the date we reasonably treat your booking as cancelled. We reserve the right to charge an administration fee of £75 for all balance payments paid more than five working days after the due date.
You may pay by cheque (UK bank or building society), Sterling banker’s draft, in cash (Sterling) at our offices or by most credit/charge/debit cards. A 2.0% handling fee will be levied on the balance or any other payments made by credit card. We are unable to accept American Express cards. If any cheque is dishonoured, we reserve the right to charge £15 to cover our administration costs.
We endeavour to ensure that all of the information and prices both on our website and in any advertising material that we issue are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the course or arrangements that you wish to book before your booking is confirmed.
It is a condition of booking either with Ski Famille Ltd or the supplier of your chosen arrangements (where we are acting as an agent) that you are adequately insured for your holiday. Our recommended policy can be accessed via this link http://retail.mpibrokers.com/skifamille and covers all, in our view, that is required for your ski holiday including piste closure. Your insurance must, as a minimum, provide cover as shown by our recommended policy. Details of this cover are shown on our website. No liability will be accepted for anyone travelling without proper insurance. The policy does not cover non-UK residents. Insurance policies specify the amounts covered in the event of any loss or damage and most do not cover mobile telephones or laptops and some may have exclusions for certain “extreme” sports. We suggest you check the limits of cover of your chosen policy. Ski Famille Ltd take no responsibility for any costs incurred by you for whatever reason, which would have been covered by our recommended travel insurance policy.
6. Special requests
If you have a special request, please advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed in writing by us, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request can be met (where it is possible to give this) if it is important to you.
7. Fitness to Travel and Medical Conditions
If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when we become aware of these details.
When you make a booking, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises. We (and our suppliers) expect all guests to have consideration for other people. If in our opinion or in the reasonable opinion of any other person in authority you or any member of your party behave in such a way as to cause or to be likely to cause distress, danger or annoyance to any third party (including other guests and staff) or damage to property, we reserve the right to terminate the holiday of the person concerned without notice. In this situation, our responsibilities towards that person (including any return transport arrangements) will immediately cease and we will not be responsible for meeting any costs or expenses they may incur as a result. We will not make any refunds or pay any compensation to the individual involved or to members of his/her party or associates wishing to curtail their holiday as a result.
9. Passport, visa and health requirements
British Citizens require a full ten year (five years for children) British passport for the holidays we offer. Details of the visa and health requirements for our holidays applicable to British citizens are shown under the ‘Useful Information’ section on our website.
If you or any member of your party is not a British citizen or holds a non British passport you must consult the relevant Embassy or Consulate for the passport and visa requirements applicable to you/that member of your party. A full British passport presently takes approximately 2 to 6 weeks to obtain. If you or any member of your party is 16 or over and hasn’t yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. Requirements may change and you should check the up-to-date position with the Passport Office/relevant Consulate/Embassy in good time before departure.
It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Information on health is contained in the Department of Health leaflet T7 (Health Advice for Travellers) available from the Department of Health by telephone on 0870 1555455 or via its website www.dh.gov.uk and from most Post Offices.
For holidays in the EU / EEA you should obtain an EHIC (European Health Insurance Card) prior to departure from the Department of Health (see leaflet T7 and the website www.dh.gov.uk). Health requirements and recommendations may change and you must check the up to date position in good time before departure.
It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
Where we are acting as agent, the contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst abroad, this must be reported to the supplier or their local representative or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to complain when you return home, write to the supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish – please contact us.
Where you have booked a Package holiday with us or a single-element booking where we are acting as Principal, and you have any queries or concerns, please inform us immediately by notifying our Resort Manager. By raising complaints early, they can often be dealt with quickly so the rest of the holiday can continue to your satisfaction. If you are still unhappy after your initial complaint, please ask to talk to the Operations Manager.
If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us 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 whilst in resort. 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.
Please note that we do not offer an Alternative Dispute Resolution service. 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 registering your complaint with us; it will not determine how your complaint should be resolved.
11. Force Majeure
We do not accept liability or pay any compensation where the performance or prompt performance of our contractual obligations under our contract with you is prevented or affected or you otherwise suffer any loss, damage or expense of any nature as a result of ‘force majeure’. In these booking conditions, ‘force majeure’ means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riots, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
Excursions or other tours that you may choose to book or pay for whilst you are in resort are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
13. 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.
14. Foreign office advice
The Foreign and Commonwealth Office publishes regularly updated travel information on its website https://www.gov.uk/knowbeforeyougo which you are recommended to consult before booking and in good time before departure.
15. Important Information about Flights
All flight arrangements are made under our own Air Travel Organiser’s Licence number 10863. When you travel by air, land or on water, the relevant carrier’s Conditions of Carriage will apply to your journey, some of which may limit liability. All land and air travel arrangements, airlines, aircraft types, timings, flights etc and arrival airports are provisional until confirmed with your tickets and may change after this due to circumstances beyond our control. Airlines and/or airports and other such authorities may make decisions resulting in delays, diversions or re-scheduling. Clearly this is not within our control and we cannot accept liability. In severe weather conditions or industrial action, we reserve the right to change airlines/aircraft and make any changes to your travel arrangements, to help us fulfil our obligation to get you to and from the resort or your UK departure airport. Any costs due to delays should be part of your travel delay insurance. For our inclusive charter flight your luggage allowance is 20 kgs per person. Ski and boot must be included in your allowance or ski carriage purchased separately. Luggage and sports equipment allowances vary for scheduled airlines and you will be given guidance at the point of booking. See (d) below.
(a) Flights: Pregnant women will be accepted without a medical certificate up to the end of the 27th week of pregnancy. A medical certificate will be required between 28 and 34 weeks of pregnancy. This must confirm the expected date of delivery and confirm fitness to fly. Expectant mothers will not be accepted after 34th week of pregnancy. In the case of a multiple pregnancy the pregnancy should not be beyond the 32nd week at the time of the return inbound flight. Children under 2 years of age on the return date of travel must sit on a parent’s lap and are not entitled to a luggage allowance or catering. Civil Aviation Authority regulations are as follows “A child of 2 years or older on date of return travel must have its own air seat, and will otherwise be denied boarding by the airline”. Such a child must be booked and priced for the holiday.
(b) Seating families together cannot be guaranteed in all cases, particularly if you arrive later than confirmed by us, although check-in staff will do their very best. Our charter flights are operated on a ‘Buy-on-Board’ basis for snacks and drinks, but we cannot guarantee that this service will always be available. Services available on scheduled flights will vary dependent on the carrier being used; please contact us if you require further details.
(c) If you require a seat on your flight for an infant (i.e. under 2 on the date of return travel) you will be charged the appropriate rate for a 2-4 year old.
(d) Delays and Diversions/Flight Changes: If there is a delay which is within the control of the airline for example, a mechanical or technical fault you should contact the airline who should be able to assist with refreshments. If the flight is delayed due to reasons such as weather conditions (either in the UK or overseas), industrial action, natural disasters, closure or congestion of airports, etc we regret that neither we nor the airline will be liable to provide meals, refreshments or overnight accommodation. This cost should be covered by your travel insurance. Ski Famille do not offer compensation for inconvenience or loss of holiday time caused by flight delays, flight diversions or curtailment regardless of how caused. Similarly it is not possible to obtain refunds for any unused accommodation or facilities or for losses, costs and expenses of other travel/accommodation arrangements outside of the package resulting from flight changes, delays or diversions, which should be claimed on your own insurance policy. Very rarely we may be forced by, for example, adverse weather conditions or road closures (not necessarily in your chosen resort) to make alternative arrangements for your outward and/or return journey.
(e) Carriage of skis/snowboards:
- Charter Flights: Ski boots are carried as part of your luggage allowance. For carriage of skis and snowboards, please advise us at the time of booking your holiday if you need ski/snowboard carriage and the number of pairs of skis and snowboards you plan to carry. Pre-booked skis/snowboard carriage is £19 return per pair of skis however prices may change, the current price to be advised at the time of booking. Carriage of skis/snowboards at check-in at the airport without being shown as pre-booked on your confirmation invoice will not be guaranteed and, if carried, will carry a charge of £70 return per skis/snowboard and this is payable at the airport in cash before check-in. No liability is accepted by Ski Famille Ltd if you do not pre-book ski/snowboard carriage and the airline is unable to carry your equipment.
- Scheduled Flights: Arrangements vary by airline and you may be required to log in to the airline’s own systems in order to purchase ski carriage direct. You will be advised of the correct procedure at the time of booking.
(f) Transfers: Please see our brochure or website for transfer times. These are approximate and do not include refreshment/toilet stops. The transfer times may be affected by weather, traffic and road conditions as well as delays during school holidays. Some roads may be closed due to snow, ice, roadworks and/or for the risk of avalanches. We ask for your understanding if we need to alter the timings of your homeward transfer to enable extra time to get to the airport if we become aware of heavy snow forecasts and/or increased holiday traffic. Many coaches do have WCs, however they are not always available for use, for a variety of reasons. European coaches do not always have fitted seatbelts. On coaches infants under the age of 2 years on the return date of travel must sit on a parent’s lap. Coach companies will wherever possible try to drop you off directly outside your accommodation, but there may be times where, due to adverse weather conditions or circumstances beyond our control, this may not always be possible. We cannot accept liability for this and no compensation will be offered as a result of your having to walk some distance to your accommodation. At times there may be a wait for other flights to join your transfer to resort, and transfers may sometimes involve a change of vehicle en route. Your return transfer coach may also have guests from more than one flight and this may affect your departure time from resort. In the event of a flight diversion to an outbound flight for whatever reason, Ski Famille Ltd will endeavour to arrange coaches and staff to be at the alternative airport to meet you, but this cannot be guaranteed at short notice and we ask for your patience and understanding. If a diversion causes a delay at the arrival airport and/or a longer than advertised transfer to resort no liability will be accepted. Please note you are responsible for taking your luggage on and off the coaches at all times. If our staff help you in any way out of good faith you will still be responsible for your luggage at all times
(g) Independent Travel: You should plan to arrive at your accommodation after 2pm on arrival day and to leave by 10am on your day of departure. Parking spaces for self-drive guests are limited. Public parking in resort is always subject to availability and will normally incur a charge which you pay locally. If arranging your own flights it will not be possible to join our transfer coaches unless otherwise indicated at the time of booking. You should be aware that it can be extremely expensive to arrange transfers by taxi from your arrival airport to the resort. A reduction of £50 per adult will be offered for making your own travel arrangements (i.e. no element of your travel has been booked through Ski Famille).
16. Availability of advertised facilities
We are unable to accept responsibility for facilities outside our control, in any circumstances for example hot tubs may occasionally be out of service due to issues beyond our control, such as weekly servicing. We will not be liable for any compensation for loss of any such facility beyond our control.
We do have free wifi in all of our chalets, however being up in the mountains our wifi speed is generally slower than you will be used to at home. This means streaming etc can be difficult. Sending and receiving emails and messages is usually fine as well as internet browsing.
The construction of many of our buildings also means that the wifi is generally limited to the living room areas. We are continuously investing in routers and boosters to improve the service, but sometimes you may experience an intermittent service and this is beyond our control.
Where there is a fault or technical issue that impacts the availability of wifi no compensation will be paid. If top quality fast wifi is a must then please consider this before booking.
Your laptop or any other electrical equipment is your own responsibility at all times and must be covered on your own insurance; we accept no such liability for such equipment.
17. Resort Building Work
If we are made aware of any building works taking place that we feel will affect your enjoyment we will of course do our best to inform you. Obviously noise in built up areas is a fact of life now and we cannot be responsible for any noise in and around your chalet which is completely outside our control.
(a) Catering: Breakfast is available from 7.45 – 9.30 am and typically includes fruit juice, cereals, bread, croissants, jam etc, tea and coffee (milk will be UHT). Afternoon tea is usually cake, tea and coffee. Evening meals are served at approximately 8pm 6 nights a week (allowing one night off for staff). This will include an aperitif, 3-course meal, coffee and complimentary wine served at approximately 8pm. Children are served high tea at around 5.30pm. Please note adult dinner is an adult evening meal and children under 13 are not allowed at the dinner table.
(b) Special Diets or Meals: Vegetarian meals can be served however this must be reserved at the time of booking and not later than four weeks before departure. Other special diets, gluten, diary, wheat free can be provided – again this must be confirmed to us at the time of booking at a charge of £29 per person. All such dietary requirements or allergies must be confirmed at the time of booking or in writing not later than four weeks before departure. We need to confirm we will do all we can to help with special diets however we cannot be responsible for any issues arising from such diets.
(c) Extreme Food Allergy: We are unable to accept any responsibility for extreme allergies within a chalet environment or on your holiday in general.
(d) Exclusive Use/Under Occupying a Chalet: Should you wish to occupy a complete chalet for your family or group without filling all the beds (for example the chalet sleeps 12 and you only have 10 guests) there will be an under occupancy charge calculated on the following basis:
|Season||% off Adult price|
Infants in cots do not count towards occupancy levels. If there is a cancellation within your group and you cannot fill the space no refund will be given.
(e) Suitable Chalet Footwear: With the constant movement in and out of chalets please bring slippers for all the family leaving snowy/wet boots in the boot room.
(f) Balconies: We do not guarantee a specific view or aspect when advertising balconies even if a supplement is paid. The balconies will be shared or private.
(g) Staff/Cleaning/Hygiene: All our staff are trained in cleaning and hygiene during our intensive training course. Our catering staff are also trained in the same way. Our managers regularly check the cleanliness and hygiene of each chalet. If you are not happy please advise your Resort Manager immediately.
(h) No Smoking Zone: We adopt a strict no smoking policy in and around our chalets.
(i) TV’s/DVD’s: All our chalets offer TV’s and DVD players (not Sky) so please bring your own DVD’s. If TV’s/DVD’s become inoperable during your stay we cannot always obtain replacements. Therefore no guarantee is offered for this service and no compensation will be payable.
(j) Security: Our chalets do not have safes for guest’s valuables and generally chalets are not locked during the day or at night. It is also often the case bedrooms do not have locks on them. We cannot be held responsible for any damage, loss or theft for any valuables or item in the chalet. All your personal items are your responsibility.
19. Children’s Information
(a) All childcare and ski lessons must be booked at the time of your original reservation. Adding later may mean childcare or ski lessons are unavailable particularly in high season i.e. Christmas, New Year, Half Term and Easter. Any childcare arranged locally will be charged accordingly and will be higher than booking in advance in the UK. The ages you give to us should always be based on the actual age on or during the holiday you have booked. For example a child who has his or her 2nd birthday during the holiday requires a flight and coach seat and will be charged accordingly. Please note no refunds will be made should you not use any of the childcare. If there are any medical conditions relevant to your child or they need medication you must advise us at the time of booking. We accept no responsibility for any child with a pre-holiday condition and reserve the right to refuse the booking. Please note your children are your responsibility at all times except in our specific childcare or ski lessons.
(b) Nannies/Nursery: All in your own chalet. All of our nannies have professional qualifications and are assisted by staff with child care experience. The number of children is strictly limited. We do not encourage or accept parents, family members or friends being involved with ad hoc supervision due to various regulatory factors.
(c) Children’s Ski Lessons/Clubs: We will take children to and from ski lessons and include lunch if required. Suitable ski clothing, ski jacket and ski trousers, goggles, gloves, hat and après boots are required to attend such lessons.
20. Snow Conditions
All our resorts are selected due to a very good snow record and or have access to a larger, higher ski area. Obviously we cannot guarantee snow or piste/lifts closure however combined with our recommended ski insurance which includes piste closure cover due to lack of snow (see clause 5) we believe this gives some peace of mind. Clearly snow conditions change rapidly and will not be accepted as a valid reason to cancel your booking with us. However if snow conditions are poor and the ski school and/or ski lift company decide you are unable to ski we will help to transport you to another ski area and your insurance will need to cover any extra costs you may incur.
SECTION B: PACKAGE HOLIDAY BOOKINGS
This section only applies to Package Holidays booked with us as Organiser. Please read this section in conjunction with Section A of these Booking Conditions.
21. Definition of Package
A “Package Holiday” exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package. Where you have booked a Package Holiday with us, we will accept responsibility for it in accordance with these Booking Conditions as an “Organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018.
22. The cost of your holiday arrangements
We reserve the right to increase or decrease and correct errors in the prices of unsold arrangements at any time before your booking is confirmed. We will advise you of the applicable price at the time of booking, under occupancy charges may apply (see clause 18 (d)) if you are not utilising all beds in a room or chalet. The FREE child places and discounts advertised in our brochure and online are strictly limited and can be withdrawn at any time. Free places apply always to the youngest child in that room, and are restricted to one per two full-paying adult guests.
The price of your travel arrangements has been calculated using exchange rates calculated on an ongoing basis in relation to the following currencies: Sterling (£), Euros (€) and US dollars ($).
Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price due to variations in:
- transportation costs, including the cost of fuel; or
- dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or
- the exchange rates used to calculate your arrangements.
Such variations could include but are not limited to cost changes which are part of our contracts with transport providers.
Even in the above cases, only if the amount of any increase in our costs exceeds 2% of the total cost of your holiday (excluding any amendment charges) will we levy a surcharge. If any surcharge means that you have to pay an increase greater than 10% of the cost of your holiday (excluding any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges) or alternatively purchase another holiday from us as referred to in clause 25 “Changes by us”. You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to choose option (b) or (c) as set out in clause 25 below. If you do not tell us that you wish to choose either of these options within this period of time, we are entitled to assume that you do not wish to do so and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later. Should the price of your arrangements go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. Please note that arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection in place
We promise not to levy a surcharge within 60 days of departure. No refund will be payable during this period either.
23. Changes by you to your Package Holiday
Should you wish to make any changes to your arrangements after they have been confirmed, you must advise us in writing. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where the change can be made you must pay our amendment fee of £10 per person together with all costs or charges incurred or imposed by any supplier before the change can be made. Please note: A change of outward and/or return date of holiday will be treated as cancellation and re-booking. The cancellation charges set out in Clause 24 will apply.
Usually you may transfer your booking to someone else introduced by you providing you notify us not less than two weeks before the date your arrangements are due to commence. However to ensure we treat past clients fairly, we often keep a waiting list for places. If a waiting list exists for the week covered by your booking, you will not be able to transfer it to a person of your choice. Instead, the places will be offered to the next person on the list. Where you are able to transfer your booking the above charges must be paid before the transfer can be made. Any overdue balance payment must also be received. Any name changes at the point of departure (i.e. airport or on arrival in resort if making your own travel arrangements) will be charged at £150 per person. Name changes may not be possible on scheduled flights.
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.
24. Cancellation by you
Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below. These charges are calculated from the date written notice of the cancellation is received by us and are shown as a percentage of the total price payable (excluding any amendment charges which are non refundable in the event of your cancellation).
|Period before departure within which notice of Cancellation by you is received||Cancellation charge|
|70 days or more||Deposit (including any travel supplements)|
|28-69 days||60% of holiday cost|
|22-27 days||80% of holiday cost|
|0-21 days||100% of holiday cost|
|Departure date||100% of holiday cost|
|No show||100% of holiday cost|
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. (See clause 5). Where any cancellation reduces the 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. See clause 23 “Changes by you” if any member(s) of your party are prevented from travelling.
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.
25. Changes by us to your Package Holiday
We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in brochure and other details both before and after bookings have been confirmed and cancel confirmed bookings.
Changes: If we make a minor change to your holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include change of accommodation to another of the same or higher standard.
Occasionally we may have to make a major change to your confirmed arrangements. ”Examples of “major changes” include the following, when made before departure:
- A change of accommodation area for the whole or a significant part of your time away.
- A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
- A change of outward departure time or overall length of your arrangements of twelve or more hours.
- A change of UK departure airport, as long as that change is not from one London airport to another London airport. London airports are Heathrow, Gatwick, Stansted, Luton and London City.
- A significant change to your itinerary, missing out one or more destination entirely.
Cancellation: We will not cancel your travel arrangements less than 56 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your arrangements before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached.
If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
- (for major changes) accepting the changed arrangements;
- having a refund of all monies paid; or
- accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).
You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements.
Compensation: If we cancel or make a major change less than 56 days before departure, we will pay compensation as detailed below. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
|Period before departure within which notice of Cancellation or major change is notified to you||Compensation payable per person booking|
|More than 57 days||Nil|
|14 days or less||£30|
IMPORTANT NOTE: We will not pay you compensation in the following circumstances:
- where we make a minor change;
- where we make a major change or cancel your arrangements more than 56 days before departure;
- 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 clause 11).
Please note: where arrangements with a higher price than the original arrangements booked is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if arrangements are offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you.
If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.
26. Our Responsibilities to You in respect of Package Holidays
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018 as set out below. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your tour. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
- the act(s) and/or omission(s) of the person(s) affected
- or the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; or
- 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
- an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(3) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any skiing activity arranged by any other supplier who agrees to provide for you services or facilities we have not specifically arranged. Please also see clause 12 “Excursions, activities and general area information”. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.
(5) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are 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 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 air, sea and rail, or any stay in a hotel
i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the 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.
ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, 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.
iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(6) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description which: (1) 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 (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.
(7) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 10. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
27. Delays, Missed Transport Arrangements and other Travel Information
If you or any member of your party miss your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
We cannot accept liability for any delay which is due to any of the reasons set out in clause 11 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).
The carrier(s), flight timings and types of aircraft shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know.
Please note the existence of a “Community list” (available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban with the EU Community.
Our website and advertising material is our responsibility. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.
The Package Travel and Linked Travel Arrangements Regulations 2018 provide that in the event that you experience difficulty on the occurrence of circumstances described in clauses 26 (5) (a) (b) (c) or (d) of these booking conditions, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any 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 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.
28. Financial Protection
We provide financial security for flight inclusive Packages, Flight Plus bookings and ATOL protected flights. We do this by way of a bond held in favour of the Civil Aviation Authority under ATOL number 10863. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to Customers who book and pay in the United Kingdom.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme, or your credit card issuer (where applicable).
If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Where you book a Package with us that does not include a flight, the Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package holiday booked from us and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by ABTOT (number 5141).
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Ski Famille, and in the event of their insolvency, protection is provided for the following:
1. non-flight packages and
2. flight inclusive packages that commence outside of the EU, which are sold to customers outside of the EU*.
* Please note that flight inclusive packages that commence within the EU but outside of the UK will continue to be covered by ABTOT until the renewal of Ski Famille’s ATOL number 10863 in September 2018 in accordance with the transition period authorised by the Civil Aviation Authority.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Ski Famille.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access the The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
SECTION C: PRINCIPAL BOOKINGS
This section applies to all single element bookings (i.e. accommodation only bookings) where your contract is with Ski Famille Limited. You’ll know whether your contract is with us as it will be specified on your confirmation invoice. Please read this section in conjunction with Section A of these Booking Conditions.
29. Changes Made by You
If you wish to change any part of your booked arrangements after our confirmation invoice has been issued, you must inform us in writing 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 £10 per person 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 (see below).
Please note: Certain arrangements may not be amended, even to change a name, after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
30. If You Cancel Your Booking
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use recorded delivery. Cancellation charges for the arrangements will be as follows:
|Period before departure within which notice of Cancellation by you is received||Amount of cancellation charge|
|70 days or more||Deposit (including any travel supplements)|
|26-69 days||60% of cost of booking|
|22-27 days||80% of cost of booking|
|0-21 days||100% of cost of booking|
|Departure date||100% of cost of booking|
|No show||100% of cost of booking|
31. 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. 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” (see clause 11) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
32. Our Responsibilities
(1) Subject to the remainder of this clause, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-
(a) the act(s) and/or omission(s) of the person(s) affected; or
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(c) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
(d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is £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 clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.
(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
SECTION D: AGENCY BOOKINGS
This section applies to bookings we make for you when acting as agent, for instance in the sale of Ski Packs. Please read this section in conjunction with Section A of these Booking Conditions.
33. Your Contract
When making your booking we will arrange for you to enter into a contract with the supplier (“Supplier/Principal”) named on your booking confirmation. As an agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the services provided by the Supplier/Principal. The Supplier/Principal’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.
34. Ski Pack Information
All information in our brochure and on our website has been provided by the Supplier/Principal and we do not accept any liability for any errors on the part of the Supplier/Principal.
35. Booking a Ski Pack
When we, on behalf of the Supplier/Principal, issue a written confirmation to you this signifies that the Supplier/Principal has entered into a contract with you, which is subject to these Booking Conditions (and the Supplier/Principal’s terms and conditions. We will take payment from you on behalf of the Supplier/Principal. Supplier/Principal has the right to refuse any booking prior to or following the issue of your written confirmation, even if monies have been paid and banked. Where they do so, they will endeavour to offer you an alternative service. Where the alternative is acceptable, the monies you have already paid will then be credited towards the cost.
We will provide your written confirmation either by post or by email, as you have requested. As soon as your confirmation is received, you should check the details carefully. If anything is not correct you must tell us. We reserve the right to charge an amendment fee to administer or correct any error by you or where you fail to notify us of any error within 14 days of receipt.
If the balance is not received by the due date, we will inform the Supplier/Principal who will be entitled to treat your booking as cancelled by you and cancellation charges will be payable in accordance with the typical cancellation fees set out below.
36. Cancellation and Amendment
Any cancellation or amendment request must be sent to us in writing, by email, fax or post, 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. 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).
In addition we may ask you to pay an administration fee of £10 per person for any amendments. You will be notified of the exact charges 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.
37. 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/Principal 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/Principal under your contract with them.
The cancellation charges imposed by the Supplier/Principal’s vary depending on the number of days before your arrival date that notification of the cancellation is received by us in writing and are determined by the Supplier/Principal you have booked with. The fees set out below are the typical fees stipulated by the Supplier/Principal’s we feature however, they are only provided on an indicative basis, the actual cancellation fees that apply will be advised to you at the time of booking:
|Period before departure within which notice of Cancellation by you is received||Amount of cancellation charge|
|26-69 days||60% of cost of booking|
|22-27 days||80% of cost of booking|
|0-21 days||100% of cost of booking|
38. 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.