Booking Terms and Conditions

Please read our terms and conditions carefully. These terms and conditions apply to the holidays and other travel services which we sell to you as an agent for the supplier of your booking.

For these bookings, you will be entering into a contract with the supplier(s) of the holiday or travel service(s) you have booked through us. Accordingly, in addition to these terms and conditions, the terms and conditions of the supplier will apply to your booking. You agree to be bound by these terms and conditions, as well as the terms and conditions of the supplier, including their cancellation and amendment policies.

CONTRACT: These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (e.g. tour operator/airline/accommodation company) named on your booking confirmation. We can book you a package holiday, in which case you will have one contract with the principal, or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the principal(s) or supplier(s) or for the services provided by them. The principal’s(s’) or supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. Our Terms of Business are 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 wish to do so. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.

MAKING YOUR BOOKING: To make a booking, the party leader must be at least 18 and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. The party leader confirms that he/she is so authorized and that all party members agree to be bound by these Booking Conditions. The party leader is responsible for making all payments due to us.

Once we have received your instructions to confirm your holiday and all appropriate payments, and subject to availability, we will send you the following:

An acknowledgement by email that your booking has been received by us. This acknowledgement, (even if it includes a booking reference) simply confirms that we have passed your booking request onto the Third Party(ies) in question and is not a confirmation of your booking (unless otherwise expressly stated).

The confirmation or acknowledgment (as applicable) and all other documentation will be sent to the party leader. Please check this carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation, acknowledgement or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 24 hours of you receiving it. We will have no responsibility for any errors in any documentation except where those errors were made by ourselves. Any acceptance of such responsibility will also be subject to the time limits set out in this clause for notifying us of any inaccuracy.

BOOKING DETAILS: When a booking is made all details will be sent to you via email. Once you have confirmed these details we will proceed to confirm the booking with the principal(s) or supplier(s). Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details are likely to incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.

PAYMENT: You will be required to pay a deposit or make full payment for your holiday when booking. Initial payments must be made by debit card, credit card or bank transfer. You must pay the full balance by the balance due date notified to you (which is never less than 12 weeks before travel).

If payments are not received on time, we will notify the principal(s) or supplier(s) who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Please note that these charges may be greater than the sums collected (particularly when a lower than normal deposit is charged) in which case we will seek to recover from you any monies due.

CANCELLATION: Any instruction to cancel must be sent to us in writing either by email to [email protected] or by post to Cancellations, VACATION RENTAL GROUP HOLDINGS LIMITED, Haylock House, Kettering Parkway, Kettering, NN15 6EY. If you cancel your booking the principal(s) or supplier(s) will charge the cancellation charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation charge of £25.00 per person in addition. The cancellation of your holiday may not take effect until we have received your written instruction and any monies due as a result of your intended cancellation. Please bear in mind that it could take us up to 24 hours to communicate any intention to cancel to the principal and therefore take this into account when calculating your cancellation costs.

COVID-19 CANCELLATIONS: For all cancellations the principal’s(s’) or supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. Please ask us for copies of these if you do not have them. Where Covid-19 terms are listed on the booking the following conditions also apply to any cancellations made under the Covid-19 terms ;

Official government statements must have been published to announce the relevant closures/restrictions. In the case of the UK it must be the whole country imposes a travel restriction rather than individual areas.

Your country of departure will be determined by the address used at the time of booking and this address will apply to all parties on the booking. We cannot consider part refunds or credit notes for individuals in the party who may be coming from different countries.

For Covid-19 related refunds, the 100% refund will only apply to payments made by bank transfer. For all card payments a full refund will be made less a 3% administration fee. This is due to the fees we have to pay to the credit card company.

Quarantine is defined as a period of more than 5 days in a specialist quarantine facility or quarantine hotel. The requirement to self isolate at home or at the property is not considered a valid reason to cancel your booking.

Covid-19 cancellation terms are valid up to the day before arrival. After this date there will be no refund or credit note should Covid-19 have any impact upon your booking.

We do not cover the costs of any Covid-19 tests that you may require to get into the country where your holiday or accommodation is located or the cost of any test needed on return to your own country.

If you cannot travel/gain entry to a country as you have declined or been unable to have a vaccination/double vaccination then the Covid-19 terms are not valid and no refund or credit note will be due.

It is a condition of our booking terms that you have valid travel insurance. We strongly recommend that you take travel insurance out at the time of booking that offers additional Coronavirus cover.

AMENDMENTS: We are happy to assist with any amendment to your travel plans that you may wish to make and where changes are permitted by the principal(s) or supplier(s). We may ask for your instruction and agreement in writing. (If you notify us by email you should receive an email within 24 hours; if you do not receive one, please contact us again.) We may in some cases charge an amendment fee of £25.00 per person. This will be charged in addition to any changes in fare, costs or fees applied by the principal(s) or supplier(s)..

CHANGES AND CANCELLATION BY THE PRINCIPAL/SUPPLIER: If there is a change to your booking we will pass on the new details to you together with any compensation that the principal(s) or supplier(s) may offer. As agent only for the principal(s) or supplier(s) we cannot accept any liability for any changes or cancellations made to these bookings.

We cannot accept liability where a change or cancellation of one third party arrangement may affect your ability to join other third party arrangements you may have booked, irrespective of whether VACATION RENTAL GROUP HOLDINGS LIMITED has acted as the booking agent or not.

THE COST OF YOUR HOLIDAY: As we only act as agent for the principal(s) or supplier(s) concerned, we reserve the right to pass on to you in full all additional costs and charges of whatever nature imposed by the principal(s) or supplier(s) in accordance with its own terms and conditions.

We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.

Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.

INSURANCE: Many principals/suppliers require you to take out travel insurance as a condition of booking with them. You must read carefully the principals/suppliers terms and conditions on the subject of insurance. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation, curtailment or disruption -; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.

FORCE MAJEURE: We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, outbreaks of disease, adverse weather conditions, fire and all similar events outside our control.

OUR LIABILITY TO YOU: In respect of any bookings we act only as an agent for the principal(s) or supplier(s) concerned. Your contract for your holiday is directly with the principal(s) or supplier(s) concerned. We accept no liability in relation to the holiday itself or for the acts or omissions of the principal(s) or supplier(s) concerned. The terms and conditions of the principal(s) or supplier(s) will apply to your contract.

However, in the event that we are found liable on any basis whatsoever our maximum liability to you if we are found to have been at fault in relation to any service we provide as agent for the principal(s) or supplier(s) concerned (as opposed to any service provided by the principal(s) or supplier(s) for whom we are not responsible) is limited to the commission we earn or are due to earn in respect of the booking in question.

FINANCIAL PROTECTION: All the holidays we sell come with protection for your money in the event of financial failure of the principal(s) or supplier(s). Package holidays are protected by the package organiser. When you book an ATOL protected flight or flight inclusive holiday you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. If you book a single travel service this protection might not apply, so please ask us for details of what protection is included.

DELIVERY OF DOCUMENTS: All documents will be emailed to the email address provided at the time of booking. Once documents leave our offices, either by post or by email, we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means (ie by post rather than email) subject to the charges stated below.

PASSPORTS, VISAS AND HEALTH: We can provide general information about the passport, visa and health requirements for your trip. Your specific passport and visa requirements, and other immigration and health requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa, immigration or health requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date. Most countries have specific health and vaccine requirements which you must comply with in order to enter the country. Health and vaccine requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

We want to ensure that the holiday that you are committing to is right for your specific needs. If you have any requirements that need passing on to the travel providers or if you require a level of assistance, please let us know as soon as possible.

TRAVEL ARRANGEMENTS: We cannot accept any responsibility for problems or delays with regard to your personal travel arrangements or for your failure to arrive at the property. Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive a refund. Please bear in mind any instructions on the documents issued, especially any instructions for picking up transfers during the course of your holiday.

COMPLAINTS: Because the contract(s) for your travel arrangements is between you and the principal(s) or supplier(s), any queries or concerns relating to the travel arrangements should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the principal/supplier.

You will see the name and address plus contact details of the principal/supplier in any confirmation documents we send you. We will of course assist you with this if you wish - please contact Customer Services. Any assistance provided in resolving a complaint in relation to any such booking is provided on a goodwill basis and in our capacity as agent.

SERVICE CHARGES: In certain circumstances we apply a service charge for the services we provide.

Cancellation fee: Principal's charge + £25 per person

Amendments after booking has been confirmed: Principal's + £25 per person

e-Documents (including invoices and tickets) dispatched by post: £10 per dispatch