European Escorted Tours Terms and Conditions - Conditions Of Contract
1. The Camping and Caravanning Club and what we do
We are The Camping and Caravanning Club Limited (“The Club”) of Greenfields House, Westwood Way, Coventry CV4 8JH. Our business is to make arrangements with suppliers (ferry operators, campsites, etc) under which they will provide the services which together comprise your holiday. A deposit of £250 or £500 is required for Escorted Tour holidays. Some companies may charge for the full amount of the ferry/Eurotunnel journey or flights and motorhome hire at the time of booking and this may not be refundable. The deposit will not be refunded in the event that you decide to cancel your booking. We also accept advance bookings for 2019 Escorted Tours with a refundable deposit of £125.
When you have made a booking, we will send you a booking confirmation invoice detailing all aspects of your booking and at that point a contract between you and us will arise. Please check that all your holiday and travel details in this confirmation invoice are correct and as advised at the time of booking. As soon as your booking confirmation is received it is your responsibility to check the details and call us within 48 hours if there are any errors so that we can rectify them. You may also make any amendments to your booking within 48 hours of receiving your confirmation invoice without incurring any amendment fee charges from us. Regrettably we cannot accept any responsibility for such errors, omissions or amendments after this time. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. The Camping and Caravanning Club respects your right to privacy and takes full responsibility for ensuring that proper security measures are in place to protect the information you supply. The Camping and Caravanning Club will not pass information on to any person not responsible for part of your travel arrangements.
2. Special requests
We will pass on to the supplier concerned any special requests which you have notified to us and which are detailed in your booking confirmation invoice but we cannot guarantee that your requests will be met and we accept no liability to you in respect thereof.
3. Payment terms
The total charge for the goods and services comprising your holiday will be clearly shown in your booking confirmation invoice. Please check that all your holiday and travel details in this confirmation invoice are correct and as advised at the time of booking. You may make any alterations/amendments to your booking within 2 days of receiving your confirmation invoice without incurring any amendment fee charges from us. We must receive the balance on your European holiday, which is shown as outstanding, not less than 12 weeks prior to your departure date. We will not issue a reminder. In the case of late bookings, where the departure date is less than 12 weeks away when we issue the Booking Confirmation, full payment must be made at the time of booking. A £20 fee will apply to any booking made by anyone who is not a Camping and Caravanning Club member.
If any surcharges become applicable (see condition 5) we will send you a revised invoice, to which the foregoing payment terms will apply. If we have not received the outstanding balance by the due date as specified above you will be deemed to have cancelled the holiday and will be liable to us for cancellation charges as described in condition 11. When paying by cheque please allow 7 clear banking days for the cheque to clear, cheques should be made payable to “The Camping and Caravanning Club”.
Mastercard, Visa and Maestro cards are accepted (sorry we are unable to accept Electron and American Express). Cheques are not accepted for non-refundable payments which are required by some transport carriers and some other products.
4. What does your holiday price include?
Your booking confirmation invoice will detail all the goods and services which we will agree to procure or arrange on your behalf. During your holiday you will inevitably incur additional expenditure in respect of other items.
- electricity, water and drainage at the pitch, where available and required (unless stated on the Booking Confirmation that these items are included in the holiday price);
- any other special requests which you have notified to us and which our suppliers are able to make available (unless stated on the Booking Confirmation invoice that these items are included in the holiday price);
- motorway tolls; food and other provisions; items of personal expenditure;
- Continental motoring insurance and personal travel and emergency medical insurance (save where we have agreed to arrange either or both of these policies on your behalf in which case they will be listed on the Booking Confirmation invoice as included in the holiday price).
5. Price changes
Changes in transportation costs, including the cost of fuel; dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports; taxes applying to campsite stays (including VAT and tourist tax and any other taxes); and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. 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 administration charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person together with an amount to cover agents’ commission. If this means paying more than 10% of the price of your 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 cancelling and receiving a full refund of all monies paid, except for any administration charges. We will provide a refund of insurance premiums paid if you can show that you are unable to transfer or re-use your policy. Should you decide to cancel for this reason, you must exercise your right to do so by written notice to us within 14 days of the issue date printed on your final invoice. Should the price of your holiday go down due to changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. 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.
6. Holiday cover
If you are not taking our personal insurance cover, please note that providing us with proof of alternative cover is a condition of booking. If you would like more information regarding our insurance you should telephone us on 024 7642 2024 particularly if you feel the holiday cover may not meet your needs. We reserve the right to cancel your booking if you do not have full insurance cover and any cancellation charges incurred as a result would be your liability.
Where you have asked us to arrange personal travel and/or motor breakdown insurance on your behalf the cover will be provided by Intana, a trading name of Collinson Insurance Services Ltd, under the terms and conditions set out in the holiday cover section of this brochure. All travel insurance premiums include Insurance Premium Tax at the prevailing rate. Your policy documentation will be sent to you together with your booking confirmation invoice at the time of booking. You may cancel your holiday cover within 14 days of receiving your policy documentation. We will refund your premium in full provided no claims have been made.
7. Changes to booking by customer
You may ask us to change one or more of the details of your holiday booking at any time. If we receive your request at least six weeks prior to your departure date we will attempt to accommodate your request, subject to availability. A minimum administration fee of £15 will be charged for any alteration which requires any of our suppliers to be issued with new instructions. (This does not apply to providing a change of vehicle registration number that you have previously advised us of.)
In the event that your transport or site charges change as a result of your alteration, both the appropriate administration fee and the changed transportation costs and site charges will be reflected in your revised confirmation invoice. If we receive your request less than 6 weeks prior to your departure date we will also try to accommodate your request.
In addition to the fee referred to above, where some component of the price of the holiday is dependent upon the number or characteristics of the persons in the party, any change to those numbers or characteristics will result in the price being recharged on the basis of the new party. In the event that we are unable to accommodate your revised requirements, we reserve the right to treat it as a cancellation and a new booking to which cancellation charges described in condition 11 apply. If, after departure from your home, you extend the duration of your stay on a site and this takes the nightly rate into a lower price band than the original booking, then no refund will be due.
8. Transfer of booking by customer
If you or any member of your party are prevented from proceeding with the holiday you may have it transferred to another person provided:
i we receive written notification of the transfer, full details of the transferor and transferee and payment of £15 to cover associated administrative costs at least 30 days before your departure date;
ii the transferee meets any conditions which were applicable to the holiday which you booked (e.g. regarding eligibility for price discounts); and
iii Our acceptance of the transfer means that both you, the transferor and the transferee will be jointly and severally liable to us for payment of any balance of the holiday price then outstanding and also for any supplement which our suppliers might impose as a result of the transfer.
9. Changes to the booking by The Club
We will notify you as soon as reasonably possible in the unlikely event that we have to make major changes to your holiday after the balance due date. A major change is one that involves changing your port of departure/arrival on either outward or return crossings, changing the time of your departure or return by more than 12 hours, changing your holiday campsite or substituting an alternative stopover which is more than 20km from your original choice or is of a lower official standard. In any of these circumstances you will have the option of:
i accepting the revised arrangement as notified to you;
ii purchasing another available holiday from us;
iii cancelling your holiday. If you decide to purchase another holiday which we offer to you or to cancel outright you must notify us of your decision within 14 days of the date printed on our letter which notified the change. If you choose to accept the revised arrangements or to accept an alternative holiday we will, where we are required to do so under the terms of the Regulations, pay you compensation.
If you choose to cancel outright we will refund all monies which you have paid to us and also (where appropriate under the Regulations – a copy of the Regulations is available from the Club’s European Travel Service), pay you compensation. Compensation payments do not apply where changes have been forced on us by reason of war or threat of war, riots, civil strife, terrorist act, industrial disputes, nuclear and natural disasters, adverse weather conditions, endemic health risks, unavoidable technical problems to transport or the closure or congestion of ports or similar events beyond our control. Where we are obliged to make major changes to your holiday after it has begun we shall use our best endeavours to provide you with alternative arrangements and, where we are required to do so under the Regulations, compensate you for the difference between the services originally agreed and the services actually provided. Where your holiday destination is outside the UK and where it is impossible for us to make alternative arrangements of reasonable standard we will arrange (if you wish) for you and your party to return as soon as possible to the UK. For all holidays involving ferry travel you are advised to check your homeward arrangements with the ferry operator 24 hours before the scheduled departure of your homeward sailing.
10. Cancellation of booking by The Club
We may cancel your holiday if you fail to pay the outstanding balance by the due date (see condition 3) and also in the circumstances stipulated in condition 9. We also reserve the right where necessary to cancel your holiday at any time prior to 12 weeks before your departure date. In this last case we will try to offer you an alternative holiday where this is practicable.
We will only cancel your holiday within 12 weeks of your departure date for reasons beyond our control such as those listed in condition 9.
If we cancel your holiday for reasons such as those listed in condition 9 our only liability to you will be to refund promptly all monies previously paid by you to us in respect of the holiday. If we cancel for reasons for which we are to blame we will, where required under the Regulations, pay you compensation.
11. Cancellation of booking by customer
You may cancel your holiday booking at any time. Cancellation may be in respect of all or merely one or more members of the party. We will only effect the cancellation upon written or verbal notice by the person who made the booking. We recommend that you make the cancellation by email or telephone. If you cancel by telephone, please ask for the name of the person you speak to. If you decide to cancel in writing, please obtain proof of delivery.
Our offices are closed on Saturdays, Sundays and Bank Holidays.
To compensate us for the risk that we might not be able to resell all or any part of the cancelled holiday we shall be entitled to impose a charge as shown below:
Escorted Tour bookings
The ‘price of holiday’ for these purposes does not include Holiday cover premiums; these will automatically be forfeited in the event of a cancellation. In the case of amended bookings, the above conditions will apply to the earliest date of either the original booking or the amended booking. Where applicable we shall deduct the cancellation charge from any balance previously paid by you in respect of the cancelled holiday and only refund the balance.
Cancellation charges regarding Escorted Tours operated in conjunction with our partner ACSI vary and are detailed on your confirmation invoice.
Cancellation charges for ferry or Eurotunnel bookings vary from company to company – details are available on request. No refund is obtainable for cancelled theme park tickets.
If the reason for the cancellation falls within the terms of your Holiday cover policy you may be able to recover the cancellation charge from the Holiday cover company.
12. Customer complaints and problems
If you have a complaint about any component of your holiday you should report that complaint immediately to your Club Tour Escorts. If you are unable to resolve the problem you should contact us using the telephone number which will be provided to you prior to departure and we will use our best endeavours to help you. In the case of campsite complaints, our experience is that such problems are often seen in better perspective after a night’s rest on site. We recommend that whenever possible, members should stay at least one night on site before attempting to change site. If a medical or other emergency arises during the holiday please follow the directions or recommendations set out in your Holiday cover policy. If the policy does not apply to the situation which has arisen you may contact us on the telephone number referred to above and we will try to help. 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.
13. Ferries, Eurotunnel and campsites: Important information
Before your departure we will give you precise details of the times at which you should arrive at the chosen port for your outward and homeward journeys (all ferry departure and arrival times are quoted in local time). Should you fail to do so and miss your sailing we shall have no liability to you. Please remember that the ferry operator is expecting you to travel in the vehicle which you have notified to us prior to the departure date. Should you fail to do so and the ferry operator or Eurotunnel refuse to allow you to sail or impose any additional charge we shall have no liability to you. Any special ferry company discounts published by the Club’s European Travel Service in this brochure or in any other subsequent Club publication will not apply to any shareholder prices in the ferry company concerned, nor can such discounts be applied to any inclusive holiday price quoted.
Members booking inclusive holidays must travel on the ferry crossing specifically related to the holiday. Any deviance from the crossing which forms part of the inclusive holiday may render the member liable to extra costs which will be charged by the ferry company at the full public tariff in force at the time and will not be the subject of any Club discounts.
The Club has made every effort to ensure that descriptions and all other information in this brochure is accurate and to ensure that information held on file is up-to-date and correct. However, members should be aware that circumstances may change and in particular that campsite managers reserve the right to withdraw or change site facilities at any time. Accordingly, we reserve the right to change any of the services and facilities or other information described or given in this brochure before you enter into a binding contract with us. We will notify you of these changes on your booking confirmation.
Members are subject to the conditions of carriage of the ferry companies and to the rules of each campsite which are available upon request from our office. Besides their contract with us, Members will have the benefits (and burdens) of the contracts between themselves and the ferry companies and the insurers.
A site reservation is valid from 1500 on the chosen day of arrival until midday on the day of departure unless stated otherwise in our brochure description or other documentation which we issue to you. If you are for any reason unable to reach the site on the booked arrival day you must inform either the Club’s European Travel Service or the site directly to avoid automatic cancellation. Some sites close between 1200 and 1500. Most sites operate a curfew after 2200. You will not be allowed onto the camping area between or after these times. Any early departure (before 0700) should be notified to the site management in good time. We will not be liable for any problems which you may encounter through failure to adhere to these times and formalities. If you wish to prolong or curtail your stay at your chosen campsite after your holiday has begun please contact the Club’s European Travel Service, your Rally Stewards or the site management as appropriate. They are not obliged to accommodate your request. Any extra fees due in such cases must be paid directly to the site management. Refunds in the event of curtailment or extra nights you may have booked pre or post tour are within the discretion of the site management. No refund is due if you curtail your tour, as per condition 10.
Any star ratings afforded to a campsite are a matter between the campsite and its own national or regional regulatory body. Members should remember that a campsite which may appeal to an individual during the low season may change in character with the advent of the high season when all amenities may be under the strain of a large influx of people. It is also often the case that some facilities are only available in high season, and with tours largely taking place outside high season, some of the campsites facilities may not be available. Please remember that any ferry or rail tickets which we obtain for you are valid only for the sailings or train journeys specifically indicated on the tickets. If you wish to prolong or curtail your holiday it will be your responsibility to arrange an alternative homeward sailing and/or train journey via the Club’s European Travel Service or the supplier concerned. This condition shall be without prejudice to the provisions of condition 10. The Club will not be responsible for refreshments/meals and overnight accommodation as a result of a delay experienced at the outward or homeward ports of departure. We strongly recommend that the appropriate Club’s European Travel Service Holiday cover is taken out to cover such eventualities.
14. Our responsibility for your holiday
We accept responsibility for the acts and omissions of our employees, agents and suppliers (provided of course that such acts or omissions are within the scope of or in the course of their employment or duties) and we will, where required under the Regulations, compensate you in the event that the holiday which we are contractually obliged to provide to you is not of a reasonable standard. However, we limit our liability to you in accordance with the following provisions:
i We accept no liability where the failures which occur in the performance of the contract
a) are the fault of yourself, some other member of your party or some third party unconnected with the provision of the services contracted for;
are due to unusual or unforeseen circumstances beyond the control of the Club, its agents or suppliers and which could not have been avoided even if all due care had been exercised or to an event which the Club, its agents or suppliers could not, even with all due care, have foreseen or forestalled
ii we limit our liability to you in accordance with the provisions of the 1974 Athens Convention on carriage by sea; the 1962 Paris Convention on the liability of hotel keepers and the 1961 Berne Convention on carriage by rail;
iii where we are liable to pay compensation this will be subject to a maximum amount equivalent to twice the cost of your holiday and directly attributable expenses.
This maximum applies when you have derived no enjoyment whatsoever from your holiday. In other circumstances we will pay you such lower sum as is reasonable, taking into account all the circumstances, in particular the extent to which your holiday was affected. This limitation shall not apply where the failure in performance of the contract has resulted in death or personal injury. Where the cause of failure in the performance of the contract is the acts or omissions of our agents or suppliers, our acceptance of liability is subject to you and your party members assigning to us your rights against them and giving us your co-operation in any legal action which we may take against them.
15. Passport, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package 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 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.
17. Brochure prices
All prices quoted in this brochure were correct at the time of publication (November 2017). However, it is possible that by the time you come to book, the cost of your holiday may have increased or decreased, e.g. because an excursion has to be altered. Where this occurs the new prices will be clearly indicated in the Booking Confirmation invoice. Prices in this brochure have been calculated on the exchange rate shown below:
Euro (€) Euro 1.12
18. Governing law
All matters arising from this contract shall be governed by English law and the jurisdiction of the English courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.
19. Personal Data
The protection of personal privacy is an important concern to The Camping and Caravanning Club. Any personal data collected will be treated in accordance with current data protection legislation.