Booking conditions
Family Adventure Holidays (FAH) and FamilyAdventureHolidays.com are trading names of Class Tours Limited which is a UK registered and regulated company (Reg 06537480 Vat 971 9934 66) and its trading and registered office address is; 6-7 Lovers Walk, Brighton, BN1 6AH. Telephone; 01273 803030.
Please take time to read the following terms and conditions carefully. They are the basis of the contract between yourself and FAH.
A contract will exist between the customer (C) and FAH when the customer has paid a deposit. You will then automatically receive a confirmation/invoice. If you think anything is incorrect please contact us straight away. All correspondence will be with the Customer named on the confirmation invoice who accepts the following conditions on behalf of all participants. The contract is governed by English Law and any dispute will be dealt with under the exclusive jurisdiction of the courts of England and Wales. Any monies paid to an appointed agent (PayPal) will be held by the agent for FAH until they are paid over to FAH. Please note that we do not store credit card details nor do we share customer details with any 3rd parties.
Your final payment and travel tickets
The balance of your account is payable not later than 12 weeks before holiday commencement. If payment is not made by the due date, Family Adventure Holidays reserve the right to advise you of the cancellation of your holiday booking and make a cancellation charge at the appropriate rate. Full payment must accompany bookings made within 12 weeks of departure.
Your financial protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the holidays booked with Family Adventure Holidays. We provide this security by way of a bond held by ABTA under licence number Y0554.
Changing your booking or travel
If, after you have confirmed your booking, you wish to make any alterations, Family Adventure Holidays reserves the discretionary right to charge an administration fee of £25 per alteration. Any such amendment may be communicated to FAH in the first instance but must be confirmed in writing immediately thereafter. In order that all our overseas centre staff have the correct information, we cannot accept additions or alterations to travel arrangements within 7 days of the commencement of the holiday.
If we are forced to make changes Family Adventure Holidays will do its utmost to provide all of the arrangements that have been confirmed but must reserve the right to alter or cancel any activities, accommodation or other arrangements, if operational, weather or other considerations so dictate.
If we have to make a major change to your holiday, we will offer a suitable alternative if available, or 100% refund, if we are not able, in our opinion, to offer an alternative that is sufficiently comparable. Compensation will be paid as below if we have to make a major change to your holiday within 8 weeks of holiday commencement, unless the change is due to circumstances beyond our reasonable control, including but not limited to war, riot, civil commotion, act of God, industrial dispute, Government action, epidemic, disease, adverse weather or natural disaster.
56–29 days – 10% of holiday price
28–15 days – 15% of holiday price
14 days or less – 25% of holiday price
Cancelling your holiday or travel
If you find that you cannot take your FAH holiday and have to cancel, for whatever reason, your deposit will be forfeited to cover our costs. If we receive your written cancellation within 56 days of your holiday commencement date, higher cancellation charges will be made, as follows:
56 to 29 days prior to commencement – 30% of the total holiday price.
28 to 15 days prior to commencement – 45% of the total holiday price.
14 to 1 days prior to commencement – 100% of the total holiday price.
On or after the commencement date – 100% of the total holiday price.
The date of effective cancellation is calculated on the day of receipt of written advice in our Reservations Department.
Any complaints
If there is any problem with the holiday, we want to put this right for you as soon as possible. Please bring your concern or your complaint to the attention of your Group Leader/Centre Manager straightaway. If we have been unable to find a solution, you have 28 days from the end of your holiday to write to us to explain your grievance. FAH will acknowledge this straightaway and will reply in detail within 28 days of receipt.
If you are still unhappy, your complaint may be referred to arbitration under a special scheme arranged by the Association of British Travel Agents in conjunction with the Institute of Arbitrators. This scheme provides for a simple and inexpensive method of arbitration on documents alone, with restricted liability on a customer in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely or mainly in respect of physical injury or illness or the consequences of such injury or illness. The scheme can however deal with compensation claims involving minor injury or illness, subject to a limit of £1,000 per person. Application for arbitration must be made within 9 months of return from holiday. Further details can be supplied by ABTA on request. Their address is: 30 Park Street, London SE1 9EQ.
Our responsibility
Family Adventure Holidays accepts responsibility for those elements of the holiday arrangements which are under our direct control, and for the acts and/or omissions of our employees, agents, subcontractors and suppliers. Save as set out below, no liability is accepted for personal illness, injury or death.
We do accept responsibility for any personal illness, injury or death which results from the negligent (as the word is understood in the English Law) acts or omissions of any servant or agent, or any supplier, working on our behalf in the provision of services or facilities to you and whilst acting within the scope of their employment.
Please note, however, that we do not accept liability for any air or sea carriers whose individual conditions of carriage apply and are often subject to international agreements. We cannot be held responsible for the failure or inability of any equipment or computer programme to recognise or correctly interpret or process any date as the true or correct date, or to continue to function correctly beyond that date.
We cannot be held responsible for the loss of enjoyment or additional expenses due to delays or changes in any travel arrangements or other services which are caused by circumstances amounting to force majeure, such as, but not limited to war, riot, civil commotion, act of God, Government action, epidemic, disease, natural disaster, industrial dispute or adverse weather conditions. We can only be liable for the provision of special requests where we have confirmed their availability in writing.
Should you or any member of your party have the misfortune to suffer illness, injury or death during the period of your holiday, arising out of an activity which does not form part of the arrangements made by us, we shall, where appropriate, and subject to our reasonable discretion and prior agreement, give you and your family every help that we can by way of initial assistance, including initial legal costs associated there with, up to a maximum value of £5,000 per booking. You must request such assistance within 90 days from the date of the misadventure and in the event of there being a successful claim for costs against a third party or there being suitable insurance policies in force, the costs incurred by Family Adventure Holidays shall be recoverable from yourselves.
We shall not be liable in respect of any loss of profits, damage to goodwill or any type of special, indirect or consequential loss even if such loss was reasonably foreseeable or we have been advised of the possibility of you incurring the same. Subject to the above and excluding liability for death or personal injury, our liability shall be limited to £15,000 (pounds sterling) in respect to any one claim.
Your responsibility
It is the responsibility of the customer to advise FAH of any special dietary, medical or any other special needs of any person included in the booking. This should be communicated in writing or by telephone at the time of booking. This information will be reconfirmed to you in our documentation.
It is also the responsibility of the customer to fully advise FAH, when booking, and then follow this up in writing, of any illness, disabilities, social or behavioural problems that a youngster currently has, or has recently experienced, which might affect the youngster or other guests during the FAH holiday.
We reserve the right to exclude any person before or after holiday commencement if important personal details have not been fully declared and/or his/her behaviour is incompatible with the general enjoyment and wellbeing of others. Any costs involved in this would be entirely at the responsibility and expense of the Customer, to whom any costs for damage and other expenses incurred would also be charged.
Insurance suitable for all the activities you are due to take part in is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, adventurous activities you are due to take part in, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Family Adventure Holidays will not tolerate abusive behavior or bad language towards its staff. Should a client behave in an abusive or disruptive manner, the company reserves the right to terminate the contract between us. In such circumstances the client will have no further redress against the company in respect of any lost part of the holiday or additional expenses incurred.
Personal property
Your personal property, including baggage, is your own responsibility at all times, unless any loss or damage is due to our negligence or failure to carry out our responsibility. Please check insurance policy to see what personal items are covered and in what circumstances as this might influence what you bring with you.
Data Protection
The personal information requested at the time of booking and on subsequent proformas is held on computer and required to allow our employees, agents, sub-contractors and suppliers to provide the promised holiday to our normal high standards. By providing us with the information required for booking you are deemed to accept the above and to have gained consent from the parents of all members of your party to disclose their details to us. If you book with FAH or request a brochure, then you consent to receive future mailings and information from Family Adventure Holidays. If you do not wish to receive these mailings, please advise at the time of booking or alternatively write to Family Adventure Holidays.
Photography
We regularly take photographs and videos for promotional and training purposes, if you do not want your family to appear in these you must write to FAH Customer Service and inform FAH Staff on arrival at the centre.
ABTA
Family Adventure Holidays is a Member of ABTA with membership number Y0554. ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ Tel: 020 3117 0500 or www.abta.com
