Our obligations to you may vary depending upon whether or not what you booked with us is a package or an individual holiday element and our differing obligations are set out below, in three separate sections.
Section A contains the conditions which will apply to ALL bookings, Section B those which will apply where you book a ‘package’. Section C contains the conditions which will apply when you book a non-package arrangement.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:-
a. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
c. He/she is over 18 years of age 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.
d. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking
To make a booking, you must complete the booking confirmation pages on our website. To confirm your reservation, you must pay the appropriate deposit (or full payment if booking within 12 weeks of departure), plus insurance premium if required as stated on the booking confirmation pages. Payment can be made using our online payment system, or alternatively you can request that one of our operations team contacts you to make payment over the telephone. All products on www.VillaPlus.com are not an offer by us but an invitation for you to make an offer to us and our suppliers. You make an offer when you submit your booking application online and we will send you a booking receipt. We are able to accept or reject any such offers on our own behalf or on behalf of our suppliers. If we are unable to accept your booking or there is any reason why we are unable to process your booking we shall return your payment immediately. If we do accept your offer we will then issue a confirmation invoice. A binding agreement will only come into existence between you and us when we issue and dispatch a confirmation invoice to the party leader. Until then we shall be under no liability to you whatsoever. Please note we accept no liability for any item/arrangement not confirmed on our invoice. If your confirmed arrangements include a flight, we will also issue you with an ATOL Certificate. Upon receipt, if you believe that any details on the ATOL Certificate or confirmation invoice or any other document are wrong you must advise us immediately as changes can not be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately.
The balance of the holiday price must be paid 12 weeks prior to departure or at the time of booking if within 12 weeks. 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 the cancellation charges set out in clause 2 below will become payable.
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.
If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing by recorded delivery, registered post, e-mail or fax. Your notice of cancellation will take effect when it is received at our offices. As we incur costs from the time we confirm your booking, we will levy the following cancellation charges:-
84 days or more loss of deposit
Between 83 days and 57 days 40% charge
Between 56 days and 36 days 60% charge
Between 35 days and 29 days 70% charge
Between 28 days and 22 days 80% charge
Between 21 days and 15 days 90% charge
Between 14 days and departure date 100% charge
(including no show at airport)
Cancellation charges are based on the total holiday costs. Insurance premiums and amendment charges are always non-refundable. Cancellation of certain transport arrangements, typically Scheduled or "no frills" airline seats can result in up to 100% cancellation charges regardless of the notice period given to us. We reserve the right to pass on these charges which will apply to the transport element of your Holiday.
Similarly, name changes (including initial changes) can be treated by suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If the supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of the transport element of your booking and you must also pay the administration charge listed in the section "amendments by you". Cancellation of individual passengers detailed on the booking form will, in addition to attracting
cancellation charges as detailed above, also mean the
re - invoicing of the remaining people still due to travel. The per person price of the remaining people will increase as we must always receive the same portion of the villa element of the holiday if part of your party cancels. Should your party choose a smaller villa, further administration charges may also be incurred.
Insurance premiums and amendment charges are non-refundable.
As a European legal requirement, passport details of all members of your party must be submitted to the Local Authorities in your holiday destination before you travel. This process is equivalent to a hotel check-in service. Once you provide this passport information to us, our local destination resort team will pass these details to the local authorities on your behalf.
This is a separate requirement to the Advanced Passenger Passport ( API ) information provided to your airline, as part of your check-in process. 30 days prior to departure, we will send you an email requesting your passport details. Failure to provide us with the passport details prior to departure may result in delays receiving your final travel documentation.
If, after the Company has dispatched written confirmation of your booking, you wish to alter any of the arrangements made, the Company will do its best to accommodate your wishes and a charge of £40.00 per person per change will be made, along with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. In addition, if you have booked a package and wish to add an extra person on accommodation only, then there will be an additional administration fee of £40.00 per person per week, which is non-refundable. Note: Certain travel arrangements may not be amended after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. A change of your holiday dates will be treated as a cancellation of your booking and the appropriate cancellation charges will apply.
We reserve the right to alter the prices of any of the holidays shown on our website.
Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking. The current total price of your holiday will be detailed on completion of the booking confirmation pages. We may also change the price of flight insurance, and the air travel security levy which tour operators and airlines have to charge. Please contact us to obtain the latest prices for holidays, flight insurance and the air travel security levy.
Local Taxes and Charges
Any additional or newly imposed Government Taxes or charges are not included in your arrangements with Villa Plus and are payable locally.
Airline seat prices continually change and if there is any instance beyond our or our suppliers control, technical or otherwise, which causes a delay of confirmation through a third party supplier resulting in an increase of price you will be informed before we dispatch an invoice. You will have the option to either pay the increased price or, if this is not acceptable to you, obtain an immediate refund.
Important note: the information and prices shown on this website and in our brochure may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of publishing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.
All information in this website and our brochure has been compiled from up to date details and we have taken care to ensure that it is accurate. There may however be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this, then we will of course inform you as soon as possible, but we cannot be held liable in such circumstances. It is also important to remember that some facilities, such as shops, restaurants, communal pools, water sports and water parks etc may not operate at all times and may have closed.
It is not always possible to show photographs of pool tables and table tennis tables in our villas. Furniture and fittings may sometimes vary from brochure or website photographs. Please visit our website for latest photography and most up to date property information. If a particular facility offered in our villa is essential to the booking of your holiday, please ensure that we are made aware of this prior to you completing the booking confirmation pages. Please note that at all times, the information on our website supersedes that in our brochure.
Google Earth/Maps are to give you a further guide to the location of the villa. However, we cannot guarantee the definition of the location of your villa and it is subject to whatever Satellite image Google publishes. New and updated Satellite images are being uploaded by Google on a regular basis which sometimes results in the movement of our marker and please remember that the shot of your area may have been taken several years ago. The villa and the immediate area around your villa may have altered significantly. These views are for your reference only and we accept no responsibility for any inaccuracies.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of the holiday provided by 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 may provide information on operators of such excursions, but 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.
Any services, facilities, excursions or similar you choose to book and pay for whilst you are on holiday using the EuroStretcher programme are not part of the holiday provided by us. Payment is to the company providing the service, and your contract will be with them. We may provide information on such providers and you may gain extra benefit from using the scheme, but we are not responsible for the provision of the services.
Some resort facilities, such as shops, bars, restaurants, communal pools, water sports and water parks for example, may not operate at all times. We have no control over opening times and dates and accept no liability should any such facility be closed at any point during your stay.
From time to time, building work and its associated noise is unavoidable. We do not control such work, and we do not receive advance notice of when it will begin.Most minor refurbishments and/or maintenance work being carried out at other properties in the area would not affect your holiday, however, where we are aware of work taking place that may reasonably be considered as significant and likely to seriously impair the enjoyment of your holiday. we will notify you as soon as possible.
If we consider the work will have a significant effect on your holiday then you will be entitled to exercise the options shown in section B, for package holidays or section C for non-packages.
Should you have a problem on your holiday, it is a condition of booking with us that you must report it to our local Villa Representative and the supplier of the service(s) in question. Any verbal notification must be confirmed in writing as soon as possible.
Villa Plus and its agents must be given the opportunity to resolve any issues brought to our attention and allowances be made by you for any local conditions regarding the reasonable amount of time taken to rectify the problem.
Compensation payments will only be considered where it is proven that any reported problem had a prolonged or major significant impact on the enjoyment of the holiday booked. It is not acceptable to make a serious complaint after you have come home when our local Villa Representative and Villa Plus in the UK were not clearly made aware of the severity of your concerns. It is therefore extremely important that if you have a complaint that is seriously affecting your holiday enjoyment, you must make our local office and Villa Representative aware of your concerns as soon as possible.
If you wish to pursue your complaint on your return to the UK, then all complaints must be made in writing through the party leader, and no other members of the party, to Customer Services at Villa Plus in the UK within 14 days of your return home: Post-TravelComplaints@villaplus.com. Any claims made more than 90 days after your return date will not be considered. Except in respect of claims involving death and personal injury, failure to follow these procedures, communicated only through the party leader, will reduce or extinguish any rights you may have to claim compensation from us or any relevant supplier.
We are a Member of ABTA, membership number Y6093. 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. 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.
The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn't apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday.
For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.
Whilst you can select the available carrier(s) and flight times on the booking confirmation pages we cannot guarantee the carrier(s), aircraft type and flight timings which will be used in connection with your flight. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) or any change in the identity of the actual carrier(s) as soon as we become aware of this. The carrier(s), flight timings and types of aircraft are for information and guidance only and may be subject to alteration after we have entered in to agreement and issued an invoice. The latest timings will be shown on your tickets itinerary. You must accordingly check your tickets itinerary very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets and itinerary have been dispatched and we will contact you as soon as possible if this occurs. Any change in the identity of the carrier(s), flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges and will always be considered a 'minor change'. 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.
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. Reimbursement in such cases is the responsibility of the airline and will not entitle you to a refund of the price of your arrangements from us. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at http://www.caa.co.uk/passengers.
This website and our brochure is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.
Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be 2 years of age or under on the date of its return flight.
All flights are non-smoking.
We have no control over the time flights and other transport departs and cannot guarantee that they will depart at the time specified. In the event of a delay we are under no liability. You should contact the airline representative at the airport. Please take steps on your flight to minimise the possible effects of suffering from DVT (deep vein thrombosis). You travel at your own risk. Most airlines now charge extra for meals, as well as for pre-booked seats. Some airlines now charge extra per item of baggage.
We reserve the right in our absolute discretion to terminate your holiday or any holiday services if your behaviour is likely, in our opinion or that of our employees, Villa Representatives or suppliers, to cause distress, damage, annoyance or danger to our employees or to any third party, or their property. If you are prevented from travelling on an aeroplane because in the opinion of any person in authority at the airport, you appear for whatever reason unfit to travel, we have no further responsibility for your journey or your holiday, including any return flight. We will impose full cancellation charges and will not give any refunds. Furthermore, we will be under no obligation whatsoever to pay you compensation or cover any costs you may incur as a result of having to make alternative arrangements. We reserve the right to refuse any bookings that we think will be a nuisance to the owner.
Please note that many holiday resort destinations have local siesta or residential noise pollution level regulations in force, between set hours. Any uncivil activities or disruptive behaviour may result in further action.
You are required to either take out our travel insurance or to arrange a policy that provides similar or greater cover. If you take insurance with Villa Plus you will be sent a copy policy by post or e-mail or you will have agreed to download it from our website yourself. It is your responsibility to ensure receipt and to read it in order to accept or reject its terms and conditions. Villa Plus is an Appointed Representative of Travel Insurance Facilities Plc for the sale of Travel Insurance. Travel Insurance Facilities Plc is authorised and regulated by the Financial Conduct Authority, their Firm Reference Number is 306537.
Should you not take out our insurance it will automatically be assumed that you have taken out your own travel insurance policy from the moment that you have booked your holiday. It is your responsibility to do this. Please read your policy and take it with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. 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.
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
For more information about your chosen destination and for latest travel advice we recommend that you also refer to the Foreign and Commonwealth Office at https://www.gov.uk/foreign-travel-advice.
Holders of current UK and EU member states passports do not require visas to enter EU member states, nor are vaccinations required at the time of this publication. For all non EU passport holders you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. Requirements may change and you must check the up to date position in good time before departure. For European holidays you should obtain a completed and issued form EHIC prior to departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. 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 correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly. This includes not being able to travel due to a mislaid, damaged or lost passport.
Our villas may not be ideally suited for clients with disabilities although some are more suitable than others. If you have a disability and need specific answers to specific questions, we must be pre-advised of this in writing. Please contact our Travel Team on 01727 836686 When making a booking please ensure that you have selected the 'villa suitability check' option during the booking process and one of our Travel Team will contact you to discuss your specific requirements. On receipt of your invoice please check that we have included your requirements. We are unable to take any responsibility for the lack of suitable facilities without knowing your requirements. To help us help you, please ask for a copy of our Checklist for Disabled or less mobile clients. (See also clause 14 of our booking conditions).
If you wish to make a special request, you must do so prior to completing the booking confirmation pages or within a reasonable amount of time thereafter. We will try to pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. 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. Please note we accept no liability for any item/arrangement not confirmed on our invoice.
It may, on occasion, be possible to request an “Advance Booking”. On receipt of the applicable deposit we will “hold” the requested villa ahead of the general release of availability. We will then contact you (prior to the general release on our website) to confirm the total price of the holiday. If you accept our offer we will then issue a confirmation invoice. If you do not accept our offer, or if there is any reason why we are unable to process your booking, we shall return your deposit immediately. A binding agreement will only come into existence between you and us when we issue and dispatch a confirmation invoice to the party leader. Until then we shall be under no liability to you whatsoever.
It is the lead passengers responsibility to ensure that all passport information has been provided to Villa Plus. Once we have received these details, you will then have access to your Villa Plus documentation. Please ensure that all your travel documentation (such as boarding passes, car hire vouchers, insurance policy documents, directions to your villa etc) is in order. Please check this information carefully.
All telephone calls made or received by us may be recorded for training purposes.
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.,. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, significant risks to human health such as the outbreak of serious disease at the travel destination and all similar events outside our control 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, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control..
Please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
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.
Most bookings will incur a non-refundable charge called an Accidental Damage Waiver (ADW). This will be added to your confirmation invoice and is payable with your holiday balance. The ADW is used to cover accidental damage that may occur at the villa and is calculated dependent on departure date and the size of villa. This waiver has maximum limits for damage caused to any part of the property or its facilities but excludes negligence and vandalism. Please see below scale of applicable maximum limits of cover.
1-2 bedrooms - £800
3-4 bedrooms - £1200
5 bedrooms - £1500
6 or more bedrooms - £1800
For any accidental damage that exceeds the values set out above, we reserve the right to invoice you for immediate payment.
NB: Single-sex parties or parties under the age of 25 years are subject to a Security Deposit (instead of the ADW charge).
Some villas have a Security Deposit of £250.00 to £650.00 or more (instead of ADW), which is used to protect villa owners or local suppliers against any breakages, loss, damage, unpaid local charges, additional housekeeping and any other charges. Where applicable, the cost of the Security Deposit will be included on your confirmation invoice and payable with your holiday balance. This amount will be refunded to you within 4 weeks of your return date less any damage, losses, unpaid bills etc. In the event of substantial damage/abuse to a villa, you will have to leave and find alternative accommodation at your own cost. Should the Security Deposit prove inadequate to fully cover any costs that arise, then we reserve the right to invoice you for immediate payment.
All single sex and/or young parties will be charged a Security Deposit (for full details see Useful Information / Breakages - Villa Conditions on this website), which will be included on your confirmation invoice and is payable with your holiday balance. Villa owners require us to charge higher levels for single sex and/or young parties.
All the names of those persons staying at the villa overnight during the villa rental period must be given to the Company in the UK before departure and those names must match those included on the final confirmation invoice. Furthermore, your Villa Representative must be informed of any additional people staying at the villa overnight and you may have extra charges incurred. The number of people staying at the villa must not exceed the maximum number as shown on our website. Villa Plus will ask any person to leave the villa in a case of non-compliance.
Please note that our villas and holidays are provided for leisure and holiday purposes only. Sub-letting, sharing, assignment or reselling of our villas or holidays or otherwise using our villas or holidays for any commercial purpose (including, without limitation, for yoga or wellness retreats) is not permitted. Additionally, should any large gathering of people other than those noted on our invoice take place (e.g. a party or wedding reception) we must be informed about it at the time of booking. If we can accommodate this, you may be charged an extra cost for cleaning / maid service and a refundable security deposit may apply. We reserve the right to refuse your booking should we not be able to accommodate your request, or if the booking has already been confirmed, cancel the booking in which case our standard cancellation charges shall apply.
Our villas are let for holiday purposes only and commercial activities may only be carried out with our explicit written approval or a signed commercial agreement between you and us. Any arrangements made by you for any commercial activities and or/excursions, without our explicit written permission or a signed commercial agreement in place, will form no part of your contract with Villa Plus. Normal terms and conditions will apply and the service provided in resort will be no different to that received by any other Villa Plus client. Furthermore, Villa Plus reserves the right to terminate your booking, without liability, should we find out about any commercial use made of our holidays/villas without our permission.
Villa Plus, its suppliers and agents cannot be held liable for any consequence of holding any commercial activity, event, excursion or any other arrangement organised by you and not arranged by Villa Plus, our agents or suppliers. Any arrangements made by you (with or without our written approval) should be protected by you with adequate liability insurance and any other regulatory requirements or licenses.
The villas are booked for normal holiday use only and pets/animals are not allowed. Guide and assistance dogs are usually allowed, with the permission of the villa owner - please contact us before you confirm any booking.
For all information about swimming pools please refer to the 'Health & Safety' section of this website.
This section, in addition to Section A, applies to Package Holidays booked with us as Organiser.
Where your booking is for a package as defined below, we will act as “Package Organiser” and you will receive the rights and benefits under the Package and Travel Regulations 2018 (“PTRs”), as outlined in this Section B of these Booking Conditions.
A “package” exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:
provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.
IMPORTANT NOTE: Please note that where you have made a booking which consists of not more than one type of travel service as listed at (a) – (c) above, combined with one or more tourist services as listed at (d) above, this will not create a package where the tourist services:
- Do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
- Are selected and purchased after the performance of the transport, accommodation or car rental has started.
These bookings will be treated as “single component” or “non-package” bookings and will not be afforded the benefit of the rights under the PTRs.
The price of your travel arrangements has been calculated using exchange rates quoted in the "Financial Times Guide to World Currencies" on 2nd July 2015 in relation to the Euro, the Turkish Lira and the Croatian Kuna.
We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increase 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), 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 clause, 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 you may cancel your travel arrangements and receive a full refund of all monies paid, except for any amendment charges, insurance premiums and/or additional services or travel arrangements. 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 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 holiday go down due to the changes mentioned above, , then any refund due will be paid to you less an administrative fee of £10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due 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.
Because we begin planning the arrangements we offer many months in advance, we must reserve the right to make changes to and correct errors in holiday details both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings. However, we promise we will only cancel your confirmed booking 12 weeks or less before departure where you have failed to make full payment on time or as a result of circumstances outside our control/"force majeure" as defined above or in other unique circumstances which are also beyond our control.
Most changes are minor but occasionally, we may have to make a "significant change". Examples of "significant changes" include the following when made before departure; a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower classification for the whole or a major part of your holiday; 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 change of outward departure time or overall length of your holiday of twelve or more hours; and the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period
If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the following options:-
|(a)||(for significant changes) accepting the changed arrangements or|
|(b)||accepting an offer of alternative arrangements from us, of a comparable standard to those originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference);or|
Because we begin planning the arrangements we offer many months in advance, we must reserve the right to make changes to and correct errors in holiday details both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings.
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 alteration of your outward/return flight by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.
Most changes are insignificant but occasionally, we may have to make a "significant change". Examples of "significant changes" include the following when made before departure;
(a) a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower classification for the whole or a significant part of your time away;
(b) A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away
(c) A change of outward departure time or overall length of your arrangements by more than 12 hours
(d) a change of UK departure airport except between:
(e) A significant change to your itinerary, missing out one or more destination entirely
(f) The closure of the only or all advertised swimming pool(s) at your accommodation for a significant part of your time away
Cancellation: We will not cancel your travel arrangements less than 12 weeks before your departure date except for reasons for force majeure or failure by you to pay the final balance. We may cancel your holiday before this date.
If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the following options:
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.
Compensation: In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:
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:
The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation
1. Transfer of Booking
If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
a.that person is introduced by you and satisfies all the conditions applicable to the holiday;
b. we are notified not less than 7 days before departure;
c. you pay any outstanding balance payment, an amendment fee of [£50] per person transferring as well as any additional fees, charges or other costs arising from the transfer; and
d. the transferee agrees to these booking conditions and all other terms of the contract between us
You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 2 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.2. 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 vicin9ity 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 and Commonwealth office advises against travel to your destination or its immediate vicinity.
For the purposes of this clause “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes, or weather conditions which make it impossible to travel safely to the travel destination.
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an ‘organiser’ under the Package and Travel Regulations 2018 as set out below. ( or the Package Travel, Package Holidays and Package Tours Regulations 1992, if your booking with us was made prior to 1st July 2018 ). Subject to these booking conditions, if we or our suppliers perform or arrange your contracted holiday arrangements negligently, taking into consideration all relevant factors (for example 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 holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(c) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
(d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are 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 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.
(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.
(8) We accept no liability for intermittent failure of public supplies or utilities such as water or electricity over which we have no control, nor of sewage systems, plumbing or mechanical equipment in villas, but shall use our best endeavours to arrange prompt repairs where possible.
(9) Please note that we do not offer compensation resulting from activities of theft or accept any liabilities for such matters both in or around the villa or in the resort. In the event that you should lose any items of value whilst on holiday through theft or otherwise, you must report the facts immediately to the local police and obtain a written report. If a report is not obtained it will be difficult for you to pursue any claim with your insurance company.
(10) If you are ill or injured whilst on holiday, you must, in addition to reporting your illness to our Villa Representative, consult a local doctor and also consult your GP on return to the UK. Should you then wish to make a claim against us as a result of your illness or injury, you must provide us with details of both the local doctor whom you saw, and your GP, together with written authority for us to obtain a medical report from both of those doctors.
We provide financial security for flight inclusive Packages. We do this by way of our Air Travel Organisers License number 2323 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, Telephone 0333 103 6350 email: firstname.lastname@example.org. When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are 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 (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.
Book with Confidence. We are members of ABTA. We provide financial security for holidays not including flights by way of a bond held by ABTA Ltd, The Travel Association, 30 Park Street, London SE1 9EQ, www.abta.co.uk
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 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 up 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.
This section, in addition to Section A, applies to non-package arrangements booked with us, such as a villa-only booking. Please note that Section B does not apply to non-package bookings.
You may decide to purchase individual elements or a collection of individual elements from us, for example a villa-only booking, or a villa plus car hire. Where you decide to make a booking made up of more than one type of individual element, the price charged in total for the booking will always equal the prices charged separately for each individual element. All individual elements are available to be purchased separately at the same price as they are when booked together. This means that a booking consisting of multiple individual elements does not constitute a Package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992, OR for any bookings made with us on or after 1st July 2018, the Package and Travel Regulations 2018, unless any separate service element booked directly through Villa Plus at the same time, has a cost that is equal to, or greater than 25% of the villa only accommodation cost.
It is unlikely that we will have to make any changes to your holiday, but we do plan the arrangements many months in advance. We therefore reserve the right to change the particulars and prices shown in these web pages and in our printed brochure, in which case we will tell you before confirming your booking. Occasionally changes may have to be made after a confirmation invoice has been issued, and we reserve the right to make changes at any time. If there is a significant change to your arrangements (i.e. a change of resort or a change to a lower or higher standard of accommodation) we will inform you as soon as reasonably possible if there is time before departure and will offer you alternative accommodation. Where this is cheaper we will refund the difference but where it is more expensive you will have to pay the difference, or cancel your arrangements and receive a full refund, but no compensation will be offered.
If, before departure, there is an insignificant change, we will do our best to inform you in advance although we are under no obligation to do so, nor are we obliged to pay compensation.
(1) We have a duty to select the suppliers of your arrangements with reasonable skill and care. We have no liability to you for the actual provision of the arrangements, 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.
We also have no liability in the following situations:
(i) where the arrangements cannot be provided as booked due to 'force majeure' /circumstances beyond our control.
(ii) where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
(iii) where you incur any loss or damage that relates to any business activity or loss of opportunity.
(iv) where any loss or damage relates to any services which do not form part of our contract with you.
(2) We limit the maximum amount we may have to pay you for any claims you may make against us. For all claims which do not involve death or personal injury, the maximum amount we will have to pay you if we are found liable to you on any basis is the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your arrangements.
(3) We accept no liability for intermittent failure of public supplies or utilities such as water or electricity over which we have no control, nor of sewage systems, plumbing or mechanical equipment in villas, but shall use our best endeavours to arrange prompt repairs where possible.
(4) Please note that we do not offer compensation resulting from activities of theft or accept any liabilities for such matters both in or around the villa or in the resort.
In the event that you should lose any items of value whilst on holiday, through theft or otherwise, you must report the facts immediately to the local police and obtain a written report. If a report is not obtained it will be difficult for you to pursue any claim with your insurance company.
(5) If you are ill or injured whilst on holiday, you must, in addition to reporting your illness to our Villa Representative, consult a local doctor and also consult your GP on return to the UK. Should you then wish to make a claim against us as a result of your illness or injury, you must provide us with details of both the local doctor whom you saw, and your GP, together with written authority for us to obtain a medical report from both of those doctors.
(6)Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier, the maximum amount of compensation we will have to pay to you will be limited. The most we will have to pay to you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Montreal Convention for international travel by air, the Athens convention for international travel by sea). Where a carrier would not be obliged to make any payment to you for any reason under the applicable International Convention or Regulation in respect of a claim or part of a claim, we will not be obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request. In any circumstances in which the 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; any sums you receive from the carrier will be deducted from any amount due from ourselves.
(7) If you choose to issue court proceedings against us (subject to your compliance with our complaints procedure), then you must do so within two years of your return home. If we accept any liability or are adjudged to have for a claim that you make, you must assign to us any rights that you may have against any of our servants, agents or suppliers who are in any way responsible for the failure of your holiday or any death or personal injury you may suffer, you must also co-operate with us in any claim. Other than that set out above and as detailed elsewhere in these booking conditions we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your holiday.