Terms & Conditions - Fair trade Charter

The following Booking Conditions apply to clients travelling on inclusive package holidays, tours and excursions operated by Southern Holidays Limited. Your holiday will only be accepted by our company upon the express condition that all clients accept the following terms.

A. YOUR DEPOSIT
Your completed booking form, including all passengers names, must be signed and accompanied by a deposit of £25 per person plus your insurance premium. This is your only commitment until 4 weeks before your departure.
B. YOU PAY THE BALANCE
All balances must be paid at least 4 weeks before departure. The date for payment will be confirmed on your invoice. Payment must be made by this date to avoid cancellation. If you have any difficulties you must notify us immediately to safeguard your reservation. No further invoice will be sent.
C. CHANGES BY YOU
If after your booking has been accepted, you wish to make any alterations we shall do our best to satisfy your requirements, however, an alteration fee of £5 per person will be charged (unless this is to increase the booking) A change of holiday or departure date within 4 weeks of departure will incur a cancellation charge as set out in section
D, unless the new holiday departs on or before the original departure date, the normal charge of £5 per person will be made.
D. CANCELLATION
Expenditure is incurred from the time we receive your booking form. The deposit you pay is a sign of your willingness to use the travel accommodation that we have reserved on your behalf. If you wish to cancel you must do so in writing. The charges you incur will depend on the date we receive your cancellation it is in your own interest to give as much notice as possible as the following scale of charges will apply. Prior to 42 days of departure Deposit
42-29 days of departure 40%
28-15 days of departure 60%
14-7 days of departure 90% within 7 days of departure 100%
Percentages are the total cost of your holiday. Insurance premiums are not refundable—however your insurance policy covers cancellation for various reasons. You may be able to claim for any cancellation charges incurred.
E. PASSPORTS AND VISAS
All passengers must be in possession of a valid passport/VISAS—These are not required by holders of EU or British Passports. Holders of other passports must be in possession of a valid visa before departure. We cannot be held responsible for any delay or expenses incurred as a result of passengers’ travel documents not being in order.
F. HOTELS AND RESORTS
Whilst we make every effort to provide quality accommodation, we must point out that in most hotels, single rooms may seem inferior to other rooms and sometimes the private facilities are not en-suite. When booking a triple or family room, please bear in mind that this may be a twin room with extra beds added. In early or late season or on certain continental Bank Holidays not all of the facilities in the hotels and resorts may be available, swimming pools may not be in use, the resorts may be quieter and fewer shops and facilities open, bus and ferry services may not be as frequent as in the high season.
G. WE RESERVE YOUR HOLIDAY
On receipt of your booking form, deposit and insurance premium, we will allocate your chosen hotel to you. We will then send you a confirmation of the details. This also acts as an acceptance of the booking conditions in accordance with the terms of this agreement.
H. SPECIAL REQUESTS
Requests for adjoining rooms, high/low floors etc, are subject to availability in the resort and whilst we will obviously do everything in our power to ensure clients receive their requests. Please remember as we do not have direct control over actual accommodation allocations we cannot guarantee these requests. Alleged verbal confirmation of these requests at the “Time of Booking” etc, will be classified null and void without a confirmation guarantee in writing and signed by the company.
All bookings /reservations are accepted on this understanding.
I. COACHES PROVIDED
Whilst every effort is made to provide a coach with on board facilities we are obviously at the mercy of manufacturers, delivery dates, breakdown and acts of god, we must, therefore, reserve the right to provide you with a coach that does not have facilities for the journey. We trust that you understand the necessity for this clause and trust in all sincerity that we never have to implement it. No compensation will be given for lack of facilities, nor for coach facilities which may be out of order. Please accept that coaches do occasionally breakdown and require replacing as do certain on board facilities, and remember if you do travel for business or pleasure, by land, sea or air, delays can occur for any reason whatsoever and should be anticipated.
J. COACH SEATS, SMOKING AND ALCOHOL
During your journey, frequent comfort stops will be made. Last minute bookings are subject to availability. Your allocated seat numbers will be confirmed to you on your final travel documents, however if circumstances arise e.g. last minute substitution of a coach with a different seating configuration we therefore reserve the right to amend
your seat number this will obviously be kept to an absolute minimum. No alcohol is to be brought on board the coaches.
K. SPECIAL CARE FOR DISABLED PASSENGERS
The holidays in this brochure have been carefully planed to include as much of interest but inevitably some of the holidays include lengthy periods of travel and some walking on excursions. Additionally many of the hotels will have steps to contend with. It is important that such passengers enter the word disabled in block capitals in the Special Requirements on the booking form, together with a brief description of
their disability.
L. IF WE CANCEL YOUR HOLIDAY
It is necessary for there to be a minimum number of passengers in order to operate, therefore we may have to cancel your holiday and if this should occur we will return to you all the money you have paid to us, or offer you a suitable alternative. However unless you have failed to pay your holiday in full by the agreed date we guarantee not to cancel your holiday without giving notice as shown. Holiday involving 3 or more nights with overnight accommodation – 14 days notice. Holiday involving 1 or 2 nights with overnight accommodation - 7 days notice.
M. IF WE CHANGE YOUR HOLIDAY
It is unlikely that we will have to make any changes to your holiday, but we do plan the arrangements many months in advance, sometimes we may need to make changes, most of these are very minor and we will let you know about them wherever possible prior to departure.
N. OUR RESPONSIBILITY TO YOU
1) Southern Holidays Limited accept responsibility for making sure that all of the component parts of your holiday are as stated in this brochure and supplied to you at the star rating as defined by the Spanish Tourist Authority. If any part is not provided as per the brochure description, Southern Holidays will pay you appropriate compensation, unless it is due to circumstances beyond our control. This would include force majeure, war or threat of war, riot, civil strife, terrorist activities, industrial dispute, adverse weather conditions, fire and all similar events
outside of our control.
2) It is a condition of the acceptance of liability under these Booking Conditions that you notify us of any claim you and/or and member(s) of your party has in writing within 14 days of return from that holiday. If you have a complaint or claim - any person(s) to whom a payment is made (and their parent or guardian if that person is under 18 years of age) must assign to ourselves or our insurers any rights they may have to pursue any third party in connection with the complaint or claim. You must also provide ourselves and our insurers with all assistance we may reasonably require.
3) We trade in connection with Package Travel, Package Holidays and Package Tours Regulations 1992. Please note, we regret we cannot make any payment to you and or any member of your party if the person concerned is not entitled to one from us under these Regulations. 4) In all cases, our liabilities in respect of sea and road carriers are
limited within the applicable International Conventions (eg Athens Convention for travel by sea). 5) Please remember that some hotel amenities (eg, hotel lifts, swimming pools etc) require services and cleaning and may not therefore be available at all times. Some services may be affected by weather conditions and their availability is entirely at the discretion of the provider of the services. Entertainment (particularly live entertainment) provided by the hotel is frequently subject to demand and its nature and/or frequency may be varied if there is lack of demand or insufficient numbers staying in the hotel. Some excursion itineraries include the use
of ferries and other forms of transport which can be affected by inclement weather and may have to be cancelled or changed as a result. Whenever possible, a suitable alternative excursion will be offered. The published running times of services are estimates only and we will not be liable for any loss (however caused) arising from delay or failure to operate in accordance with published figures.
O. UNREASONABLE BEHAVIOUR
We reserve the right in the interests of all passengers to refuse admission or readmission to coaches and accommodation, if, in the opinion of our staff, hoteliers or contractors, a passenger’s behaviour, health, illegal smuggling, is likely to disturb the safety, comfort, well being or cause delay to other passengers. Southern Holidays Limited will not be held responsible for any expenses incurred by the client doing so.
P. COMPLAINTS
Should you have any reason for dissatisfaction during your holiday, the following procedure must be adopted. Apartments/Hotels Comments must be made to our Representative /Courier at the time and therefore enable the Hotelier/Agent to resolve your problem during the stay.
Travel/Excursions
Comments should be made to our Courier, Driver or Representative who will endeavour to be of assistance. If you should have reason to be dissatisfied at the end of your holiday, you should forward comments to the Managing Director, Southern Holidays Limited, within 14 days, who will not enter into correspondence outside this period, or if the above procedure has not been followed.
Q. SUPPLEMENTS
Southern Holidays Limited guarantee that the price of your holiday will not be subject to any surcharge except for those resulting from governmental action, including VAT.
Even in this case, Southern Holidays Limited will absorb an amount equivalent to 2% which excludes any insurance premium. This clause only applies through devaluation of the pound or increase in VAT or fuel oils. (The pound at time of publication is set at 1.40 euros = £1). Southern Holidays guarantee not to increase any price 30 days prior to departure date of your holidays. For further information please ask for
details.
R. TRAVEL INSURANCE
We are happy to recommend to you the following insurance that has been arranged for us by Global Travel Insurance Services Limited and which is underwritten by AXA Insurance UK plc. This insurance has been specifically designed so that it covers all of the holidays that we feature, protecting you in full if you have to cancel and providing you with the very best and most effective protection if you are unfortunate enough to require medical attention whilst away from home. Don’t take unnecessary risks by insuring your holiday anywhere else as we cannot accept any responsibility or provide assistance if problems arise as a result of inadequate cover. We are confident that this policy is best for you. A full policy wording will be sent to you with your confirmation of booking. Full details are also available upon request.
This insurance will automatically be included for you. If you do not wish to be included in this insurance, you must state this on the booking form and must provide us with details of your alternative insurance at the time of booking. This insurance is only available to persons who are permanently resident and domiciled in the UK and is valid for holidays between 01/01/2007 00:00:00 and 31/12/07 00:00:00. INSURANCE PRODUCT SUITABILITY This insurance is suitable for persons whose Demands and Needs are those of a traveller whose –
1. Individual round trip starts and finishes in the UK and is of no more than 4 months duration.
2. Age is 90 years or less and is a permanent resident of the United Kingdom.
As this description contains the Key features of the cover provided it constitutes provision of a statement of demands and needs. If you would like more information or are unsure of any details contained herein, you should ask Global Travel Insurance Services Limited for further advice.
SUMMARY OF COVER
Main policy limits only, please see the policy document for other limits that may apply.
Section Limit
Cancellation & Curtailment £3,000
Personal Accident £15,000
Medical & Other Expenses £3,000,000
Hospital Benefit £300
Personal Luggage, Money & Valuables £1,500
Loss of Passport £300
Travel Delay (a) £100 (b) £3,000
Missed Departure £500
Personal Liability £2,000,000
Legal Expenses £10,000
POLICY EXCESSES:
An excess of £50 applies to each and every claim each insured person under the Cancellation & Curtailment, Medical & Other Expenses and
Personal Luggage, Money & Valuables sections. Increased Excess for Pre-Existing Medical Conditions There is no need to advise us of your pre-existing health conditions. Provision for the acceptance of all pre-existing health conditions has
been made by the application of increased excesses in the event of claims arising.
For claims arising from the treatment of any pre-existing illness the excess is increased as follows: Under the Cancellation & Curtailment section - double the normal excess.
Under the Medical & Other Expenses section the excess is increased to £250.
EMERGENCY ASSISTANCE
There is a 24-hour emergency assistance service included in the policy so that any insured person may seek assistance in medical emergencies whilst on holiday. Full details are contained in the policy document.
MAIN HEALTH EXCLUSIONS
We will not pay for claims arising where you or any person upon whose health the trip depends
1. Are undergoing tests for the presence of a medical condition receiving or on a waiting list for or have knowledge of the need for treatment at
a hospital or nursing home.
2. Have received a terminal prognosis.
3. Suffer from any psychiatric disorder, anxiety state and/or depression suffered by you for which you have previously received treatment or have been diagnosed prior to the date of booking or of issue of the insurance.
4. Are expected to give birth before or within 14 weeks of date of return to the UK.
5. Are travelling against the advice of a Medical Practitioner or for the purpose of obtaining medical treatment abroad.
6. Suffer from a medical condition diagnosed or for which hospital treatment was received within 12 months prior to the date of booking.
INSURANCE PRODUCT DISCLOSURE
Cancellation Rights
The Insurer provides a Money Back Guarantee enabling you to cancel the insurance within 14 days of issue should the policy not meet your requirements. No refund of premium is provided for cancellations after this time.
Claims
Claims are handled by Towergate Chase Parkinson who act on behalf of the Insurers and not the customer in relation to any claim. The telephone number is 0870 906 3144.
Applicable Law
The law applicable to this insurance contract is English Law.
IMPORTANT NOTICE
We would like to draw to your attention certain important features of travel insurance policies in general as follows.
POLICY DOCUMENT: you should read the document carefully. It gives you full details of what is and what is not covered and the conditions of the cover. Cover will vary from policy to policy and Insurer to Insurer.
CONDITIONS, EXCLUSIONS & WARRANTIES: conditions and exclusions will apply to individual sections of your policy whilst general exclusions, conditions & warranties will apply to the whole of your policy.
HEALTH: your policy may contain restrictions regarding pre-existing medical problems concerning the health of the people travelling and of the people upon whose health the trip will depend. You are advised to read your policy carefully.
DANGEROUS SPORTS OR PASTIMES: if you are going to take part in dangerous sports or pastimes where there is a high risk of injury, check that your policy covers you.
PROPERTY CLAIMS: these claims are paid based on the value of the goods at the time you lose or damage them and not on a “new for old” or replacement cost basis.
POLICY LIMITS: most sections of your policy have limits on the amount the insurer will pay under that section. Some sections also include other specific limits, for example: for any one item or for valuables in total. You are advised to check your policy if you intend taking expensive items with you.
POLICY EXCESS: under most sections of the policy claims will be subject to an excess. This means that you will be responsible for paying the first part of the claim. The amount you have to pay is the excess.
REASONABLE CARE: you need to take all reasonable care to protect yourself and your property.
COMPLAINTS: your insurance policy will have in it a complaints procedure which tells you what steps you can take if you wish to make a complaint.
S. FINANCIAL SECURITY FULLY BONDED BY “BOND PLUS”
In accordance with the E.C. Directive on Package Holidays all clients booking with us are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from cancellation or curtailment of their travel arrangements due to our insolvency.
IMPORTANT NOTICE
PRE-EXISTING MEDICAL CONDITIONS MUST BE STATED WHEN
BOOKING IN ORDER FOR OUR INSURERS TO CONFIRM COVER
FOR YOUR HOLIDAY AND NO PERSONS TRAVELLING ARE AWARE
OF ANY CIRCUMSTANCES WHICH ARE LIKELY TO LEAD TO
CANCELLATION, ALTERATION OR PROLONGING OF THE HOLIDAY.
T. SPECIAL DIETS
If you require a special diet you must inform us at the time of booking with a copy of the diet. We will then check with the hotel(s) concerned to ascertain if they are able to comply with your requirements and this will be confirmed on your confirmation invoice if it is possible to comply with your requirements. Some hotels may make an additional charge for such a special diet in which case any extra costs incurred must be paid direct to the hotel(s) concerned by yourself before departure from the hotel.
U. OFFICIAL HOTEL STAR RATINGS
The star ratings shown are the official ratings of the country concerned, and may differ from normal British standards.
V. PASSENGERS’ RESPONSIBILITIES
Southern Holidays cannot be held responsible for leaving behind.