Keycamp family camping holidays

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Booking conditions

Booking Conditions 2008

Contract
Brochure information and prices
Booking and paying for your holiday
Financial security
Transport conditions and delays
Planning your journey
Campsite facilities
Special requests
Equipment damage waiver
Changes made by you
Cancellation by you
Changes made by us
Changes for reasons beyond our control
Holiday insurance
Help with claims against third parties
Our liability to you
Liability of suppliers
Your responsibility
If you have a complaint

Contract

Keycamp Holidays is a trading name of Greenbank Holidays Ltd, part of Holidaybreak Plc. Your contract will be with Greenbank Holidays Limited and any reference to 'we', 'us' and 'our' in these booking conditions is to Greenbank Holidays Ltd. The address for Greenbank Holidays Ltd is Hartford Manor, Greenbank Lane, Northwich, Cheshire CW8 1HW. The following terms and conditions show our commitments to each other and form your contract with us. Your contract will be governed by English law.

Where we arrange travel arrangements for you the relevant operator’s terms and conditions will apply to your booking and a separate contract between you and the operator will be formed. Our contract will apply to the agency services we provide to you in arranging your flight or other travel arrangements however if there is any conflict between our contract and the operator’s terms, the operator’s terms will take priority.

Brochure Information and Prices

We publish brochures many months before you actually go on holiday and as far as we are aware, all information is correct at the time of printing. However, things may change after the brochure has been published. We reserve the right to increase or decrease our prices from time to time. We will inform you of the up to date price of your holiday before you book. If there are any other significant changes or we find any mistakes, we will advise you of the latest information at the time of booking or, if you have already booked, as soon as reasonably possible afterwards. If you book your holiday online, please check the website for the latest information on facilities and services offered at your chosen campsite before booking. Please see ‘Changes made by us’ below. If changes to transportation costs, taxes, dues or fees arise after you have booked but before you have paid for your holiday in full, we may pass on differences in cost, however we will absorb an increase of up to 2% of the cost of your holiday (excluding insurance premiums and amendment fees). If the price of your holiday increases by more than 10% you will be entitled to cancel your holiday with a full refund and compensation (refer to ‘Changes made by us’ below). We will not add any extra costs once you have paid for your holiday in full unless you make any alterations to your holiday (please refer to ‘Changes made by you’ below).

Booking and paying for your holiday

When you book your holiday, you will have to pay either the deposit, or, if it is 8 weeks or less before you go, the full cost of the holiday. You must be 18 or over at the time of booking and be present on the holiday for its entire duration. If you book by telephone, on the website, by email or facsimile you will be deemed to have read and accepted these terms and conditions and the general information pages contained in our brochure or on our website. We reserve the right to refuse any booking. Bookings are not transferable to another party. Once you have booked and paid a deposit, a contract will exist between us. Our contract is binding on you and all members of your party including children. It is your responsibility to ensure that you and all members of your party are aware of and accept the whole of our contract and the obligations contained in it. Our arrangements are effective from the date our contract is formed until the last member of the party has completed their holiday. We will issue an invoice confirming the holiday details and price. Please check all paperwork that we send you carefully and call us immediately if you have any queries. Full payment must be received by us at least 8 weeks before departure otherwise we will be entitled to cancel your holiday with loss of deposit.

A charge of 2% will be applied to all credit card transactions (a charge does not apply to debit / switch card transactions). Except for flight inclusive bookings, all monies you pay to an authorised travel agent will be held by the agent on your behalf until we issue an invoice, at which point, your agent will hold monies on our behalf. For flight inclusive bookings, all monies paid to such agents will be held on our behalf until they are paid to us or refunded to you.

Financial security

Greenbank Holidays Ltd hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (CAA) (ATOL number 9139). This means the air holidays in this brochure are ATOL protected. In the unlikely event of our insolvency, the CAA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk. Greenbank Holidays Ltd is a member of ABTA (ABTA no. V5658). For all holidays booked through Greenbank Holidays Ltd, ABTA will financially protect your holiday in the same way. For further information on the benefits and financial protection provided by ABTA, visit the ABTA website at www.abta.com.

Transport conditions and delays

You enter into a separate contract with the transport operators based on their conditions of carriage. These are available on request or at terminal of departure. If we are notified of a significant delay by the travel operator, we will contact you where reasonably possible before departure to inform you of this. If you incur additional expenses as a result, you may be able to recover these under the terms of your insurance policy, however it is your responsibility to check the extent and level of cover.

Planning your journey

It is your responsibility to plan your journey and, if taking a self-drive holiday, to provide a roadworthy vehicle. We will not offer a refund for unused accommodation or travel if insufficient time has been allowed for travelling or you have broken down.

Campsite facilities

Sometimes facilities described in the brochure may be withdrawn for reasons such as maintenance, bad weather or lack of demand at the discretion of the relevant campsite management team. Please note that many facilities are not available during low season. If we are aware in advance that a significant number of facilities normally available at the time of your stay will not be available we will treat this as a significant change to your booking and the provisions below under “Changes made by us” will apply.
Sometimes facilities described in the brochure may be withdrawn for reasons such as maintenance, bad weather or lack of demand at the discretion of the relevant campsite management team. Please note that many facilities are not available during low season. If we are aware in advance that a significant number of facilities normally available at the time of your stay will not be available we will treat this as a significant change to your booking and the provisions below under “Changes made by us” will apply. You must comply with all requirements notified and reasonable instructions given in respect of any aspect of your booking. This includes information supplied pre-holiday and whilst on holiday, in particular in respect of use of facilities and amenities provided at any time during your holiday.

Special requests/needs

Special requests must be indicated to us at the time of booking however are not guaranteed. In some cases an extra charge may be payable to facilitate a special request. Any customer with restricted mobility, particular care requirements or disabilities should discuss their requirements at the time of booking. Whilst we will use reasonable endeavours to accommodate such needs, they cannot be guaranteed unless we confirm this to you in writing.

Equipment damage waiver

We charge a non-refundable equipment damage waiver. This exempts you from paying a deposit on arrival to cover the cost of accidental damage to accommodation and equipment.

Changes made by you

If after our contract is formed you would like to make any amendments to your booking you can contact us to see if your request can be accommodated. However, please note that any amendment is subject to our acceptance. All amendments will be subject to a £25 amendment fee (or a £40 fee if you amend within 8 weeks before your holiday start date or during your holiday) plus any additional cost arising from the amendment you wish to make including costs of alternate accommodation, extra party members or additional services. There are also additional charges for specific amendments made at any time of the year, as detailed below:

• if, after our contract is formed, you reduce the number of nights in your chosen accommodation, you must still pay for the full duration.
• a change made within 10 weeks of departure, where you alter the holiday dates, shorten the holiday duration or cancel any hotel bookings, may incur cancellation charges as shown below.
• a change of date by more than 2 weeks will be treated as a cancellation of the original holiday.
• if you amend or cancel your travel arrangements or you lose your travel tickets, you must pay for any extra charges or cancellation fees levied by operators. This includes flight, motorail, Irish ferries and car hire bookings where, at the very least, you will lose the additional deposit paid.

Cancellation by you

You must give notice to cancel in writing signed by the lead member of your party. The effective date of cancellation will be the date we receive your written instruction. In this event a cancellation charge will become payable by you to cover our reasonable costs including any cancellation charges set by third party operators. In addition to retaining your deposit and any amendment charges you have paid, you must pay the charges shown below which may be recoverable by you under your travel insurance policy, depending on its terms:

Number of days before departure	Cancellation cost as % of total holiday cost*
More than 56 days	Loss of deposit
29-56 days	50%
22-28 days	70%
14-21 days	90%
Less than 14 days	100%

* excludes insurance premiums, amendment fees and flight costs that are not, in any event, refundable in the event of your cancellation.

Changes made by us

From time to time we may have to change your holiday arrangements and if so, we will notify you as soon as reasonably possible. If changes made before departure will have a significant effect on your holiday we will offer you the opportunity to decide whether you wish to:
a)withdraw from our contract without penalty receiving a full refund of all monies you have paid to us; or
b)accept the changed arrangements and continue with your booking; or
c)accept our offer of a substitute holiday (where possible) which is of equal or higher value than that which you have booked (which will be offered subject to you paying any price differential between the two holidays). We will refund any difference in price where the substitute holiday accepted is of lower value.
A significant change for the purpose of this clause includes a change of campsite where location and/or facilities offered significantly differ from those originally booked, lowering the standard of your accommodation where the stay was a minimum of 3 nights, a change of departure time by more than 12 hours or a cost increase of more than 10%. On rare occasions we may have to cancel your holiday.
In addition if we make a significant change before departure (unless the change is a result of circumstances listed under the heading 'Changes for reasons beyond our control') or have to cancel your holiday, we may pay compensation where we feel it appropriate.
The following are guidelines only in respect of the amount which we may pay.

Number of days between departure and notification of change	Compensation if you continue with your holiday (per party as total % of holiday cost*)	Compensation if you cancel (per party as total % of holiday cost*)
Over 56 days	Nil	Nil
29 - 56 days	10%	5%
22 - 28 days	12.5%	5%
14 - 21 days	15%	10%
less than 14 days	20%	10%
*Excludes insurance premiums,amendment fees and flight costs

If changes are necessary after departure, we will make alternative arrangements so that you can continue your holiday wherever possible or, if you do not wish to accept the changes, we will make arrangements for you to return home. If appropriate, we will pay compensation in line with the above.

Changes for reasons beyond our control

Some changes are necessary because of unusual and unforeseeable circumstances which neither we nor our suppliers could avoid, even with all due care. These circumstances include industrial disputes, closure or congestion of ports or airports, road blockades, unavoidable technical transport problems, war, civil unrest, terrorist activity, natural or nuclear disaster, epidemic or disease, adverse weather conditions or similar events. In these circumstances, you will not be entitled to compensation.

Holiday Insurance

We believe that comprehensive personal insurance is essential for a worry free holiday. For holidays booked direct, our recommended standard cover will be added to your booking unless you give details of any alternative cover (including policy number and name of your insurance provider) at the time of booking. Should you wish to amend this at a later stage, you will need to advise us of your new details either by telephone or in writing before our insurance commences. Insurance cover provided by us starts from the date you pay for your holiday in full or, in the case of bookings which include a confirmed flight, from when the insurance premium has been paid. If you take out alternative insurance you must provide us with details of your insurance by the time you have paid for your holiday in full. After this you cannot cancel the insurance or receive a refund of the premiums unless for reasons covered under ‘changes made by us’. If you request our insurance cover your Insurance Policy Document will be sent to you with your Holiday Invoice. Any duplicate Insurance Policy Documents issued will incur a charge.

Help with claims against third parties

If you book a holiday through Greenbank Holidays Ltd and you become ill, are injured or suffer death as a result of an activity which is not part of your pre-booked holiday arrangements, we will provide reasonable help. This may include helping to pay initial legal costs in taking action against the person responsible, as long as you ask for our help within 90 days of the incident in question. This help is not compulsory and the most we will pay is £5000 for each holiday booking. If your insurance policy covers any costs arising from an incident, or if you make a successful compensation claim against anyone involved in the incident, you must repay any amounts we have paid to help you. If you accept our help, you still retain any statutory rights which you may have to claim against us or a third party.

Our liability to you

We accept responsibility if any of the services we agree to provide as part of our contract are not of a reasonable standard. We also accept responsibility for the negligent acts of our employees, agents, suppliers and sub-contractors, whilst carrying out work on our behalf exclusively as part of your contract with us, including where death, injury or illness results. However, we will not accept responsibility for any circumstances listed under the heading ‘Changes for reasons beyond our control’ or failures which are either attributable to you or to a third party unconnected with our contract or for failures of any travel operators with whom you have a direct contract.

Where any claim or part of a claim 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 or any stay in a hotel which we agree to supply to you as part of our contract, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay 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 or hotel keeper concerned would have to pay under the international convention which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention as amended for international travel by air and/or for airlines with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability for national and international travel by air, the Athens convention for international travel by sea). 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. The sums payable for death, personal injury or loss/damage to belongings may be limited under these conventions and you may therefore wish to consider taking out extra insurance cover.

In all cases (other than death or personal injury), the most we will have to pay if we are found liable on any basis is twice the price the person affected paid for the holiday (excluding insurance premiums and cancellation charges) but this will not be payable in all cases.

Liability 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. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see above). Copies of these terms and conditions are available on request from ourselves or the supplier concerned.

Your responsibility

We want all our customers to have an enjoyable holiday but you must remember that you are responsible for your actions and the effect they may have on others. You must abide by campsite rules and transport operator regulations, take reasonable care of your accommodation and take precautions for your own safety. If we (or another person in authority) believe your actions could upset others or put them in danger, or damage property, we may end your holiday. This could mean you are prevented from using your accommodation or using the transport we have arranged. If this happens we will not pay compensation or meet any expenses you incur as a result. It may also mean that we will not accept a future booking from you.

Children's Supervision & Parental responsibility

You are responsible for the supervision of all members of your party under the age of 21. You must supervise your children and babies at all times unless a child is participating in any supervised activity. This is particularly important in all children’s play areas, in licensed areas, close to lakes and waterways, whilst cycling and in swimming pools, where specific ratios may apply. You must collect your child(ren) from supervised activities at the appointed time.

Data Protection and your Privacy

To process your booking and to ensure that your travel arrangements run smoothly we need to collect certain information from you. These details include, where applicable, name, address and age of party members, credit/debit card or other payment details, special requirements relating to disability or medical conditions and dietary/religious needs which may affect your arrangements.

We take full responsibility for ensuring the security of these details. We must pass on the information to the relevant suppliers of your travel arrangements such as ferry companies, airlines, hotels etc. Where necessary such companies may be outside the European Economic Area (EEA). In making your booking you consent to the appropriate information being passed on to the relevant organisations.

Information may also be provided to security or credit checking companies, public authorities (such as customs/immigration) if required by them by law.

Marketing

It is our policy not to trade your data with other organisations.

Your information will be kept on file and may be used to send you our brochure and details of future offers. We may also provide you with details of products and offers from other members of the Holidaybreak group.

If you do not wish to receive such information (which may be by post, email or telephone) please let us know by email at the following address:

dp@keycamp.com

Please specify which of the above methods of communication are not acceptable.

If you have a complaint
If you have any reason to complain, you must complain as soon as possible to the relevant person (for example, the courier) who will do everything reasonably possible to resolve the problem. If you are not satisfied with how your complaint was dealt with, please write to our Customer Relations Department within 28 days of returning home. If you fail to do so within this period, it may affect us investigating the points you raise fully and therefore affect the amount of compensation you are entitled to. The address to send your complaint to is: Customer Relations, Keycamp Holidays, Hartford Manor, Greenbank Lane, Northwich, Cheshire CW8 1HW.

We aim to resolve all complaints ourselves, but if this is not possible all complaints arising out of a holiday booked through Greenbank Holidays Ltd can be considered under a scheme devised by ABTA and administered by the Chartered Institute of Arbitrators. To take advantage of this scheme you must contact the Chartered Institute of Arbitrators within 9 months of returning from your holiday. It does not apply to claims over £25,000 in total or £5,000 per person, or to claims mainly about illness or injury. Alternatively, you can consider AITO’s Independent Dispute Settlement Service scheme. This scheme does not apply to claims of over £10,000 in total or £2,500 per person, or to claims mainly about illness or injury. Details of these schemes are available on request.

We are bonded in the Republic of Ireland under the Transport (Tour Operators and Travel Agents) Act 1982. Registered in England No. 1160442.