Booking terms and conditions

Legal bits

Eurocamp Independent is a trading name of Greenbank Holidays Ltd, part of the Homair Vacances group. Your contract will be with Greenbank Holidays Ltd and any reference to ‘we’, ‘us’ and ‘our’ in these booking conditions is to Greenbank Holidays Ltd. The address for Greenbank Holidays Ltd is Chelford House, Gadbrook Park, Northwich, Cheshire CW9 7LN. Our telephone contact number is 01606 787677 66 and our email address is independent@eurocamp.co.uk. The following terms and conditions will apply to your contract with us and they are correct as the time this brochure was printed – for the most up to date terms and conditions please check our website. Your contract will be governed by English law and the English courts will have exclusive jurisdiction of any dispute. Greenbank Holidays Limited is an Appointed Representative of ITC Compliance Ltd which is authorised and regulated by the Financial Conduct Authority (FCA). Our obligation to you is to take reasonable skill and care in providing the travel services you have contracted with us for. If we arrange to provide you with accommodation only or some other travel service then our liability to you is limited to using reasonable skill and care in selecting the Supplier. If you have booked a package holiday within the meaning of The Package Travel Regulations 1992 then we are responsible for the proper performance of the package holiday contract.

Where we arrange a travel service on your behalf, for example provision of accommodation, we may do so as an Agent of you or the Supplier in which case your contract will be with the Supplier whose terms and Conditions will apply to your booking.

Information and prices

Your contract

Once you have paid a deposit or the full cost of your holiday, a contract will exist between us. Our contract is binding and you are confirming to us that you have the permission of those travelling with you, to agree to these terms and conditions. It is your responsibility to ensure that you and all members of your party are aware of and accept to be bound by our contract and the terms and conditions contained in it. We will issue an invoice confirming the main characteristics of your holiday. Please check your invoice carefully and contact us within 48 hours if you have any queries.

Full payment must be received by us at least 10 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).

PLEASE NOTE:

If your booking features a stay with an 'On Request' pitch type, it will be considered to be a provisional booking until such time as you have been contacted by our team to confirm the availability of the chosen pitch. In this circumstance, the contract will exist between us at the point at which the 'On Request' pitch is confirmed, or, in the case of the 'On Request' pitch being unavailable, at the point at which a suitable alternative to the original pitch has been accepted. In the event that the original 'On Request' pitch cannot be confirmed and that an alternative pitch/campsite is not accepted, no contract will exist and you will be entitled to a full refund of any monies paid.

Transport conditions and delays

We use independent transport operators and you are bound by their conditions of carriage. These are available on request or on the transport provider’s website or at terminal of departure. If we are notified of a significant delay or change of schedule by the travel operator, we will contact you where reasonably possible, before departure to inform you of this.

Pregnancy

If you are pregnant at time of travel it's imperative to check there are no restrictions with your choice of carrier. Most ferry operators allow carriage up to 32 weeks, however some routes will require a doctor's certificate.

Planning your journey

It is your responsibility to plan your journey and we will not offer a refund for unused accommodation or travel if insufficient time has been allowed for travelling.

Facilities

Sometimes facilities or travel services described in the brochure or booked by you may be withdrawn or not fully available for reasons over which we have no control. You agree and accept that some facilities may 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 may treat this as a significant change to your booking and the provisions below under “Changes made by us” will apply.

Special requests/needs

We will pass on any special requests but cannot guarantee that these will be fulfilled. Pitch allocation is entirely at the discretion of the campsite management. In some cases an extra charge may be payable to facilitate a special request. Any customer with restricted mobility, or particular care requirements must inform us at the time of booking. Whilst we will use reasonable endeavours to accommodate such needs, they cannot be guaranteed.

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 availability. All amendments will be subject to a £30 amendment fee 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 on site, the deposit of £5 per night will be lost. There will be an additional amount of £5 per night payable in respect of any new reservations. If you reduce the number of nights within 4 weeks of departure you will be required to pay for the original number of nights reserved.
• A change of date by more than 2 weeks will be treated as a cancellation of your original holiday.
• If you make a change whilst on holiday, you must pay for any additional costs for alternative accommodation, services which were not pre booked or for extra party members.

Cancellation by you

The lead member of your party must give notice to cancel in writing. The 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:

*excludes deposit paid, insurance premiums, amendment fees and any non refundable ferry deposits.

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 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 includes a change of destination where location and/or facilities offered significantly differ from those originally booked, lowering the standard of your accommodation where the stay was for 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 it is appropriate unless the cancellation was due to circumstances over which we had no control. The following are guidelines only in respect of the amount which we may pay:

*excludes insurance premiums and amendment fees. 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.

If changes are necessary after departure, we will reasonably endeavour to 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 except where extraordinary circumstances over which we have no control cause the cancellation or curtailment of your booking.

Changes for reasons beyond our control

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

Passports and visas

You are responsible for arranging, and must be in possession of, a valid passport and any visas required for the whole of your journey. Information about these matters is given in good faith but without responsibility on our part.

Holiday insurance

We offer comprehensive personal and motor vehicle insurance options in association with ERV. If you add the insurance we offer to your holiday booking, your Insurance Policy Document will be sent to you with your Holiday Invoice. The policy cover will start only when the premium is paid to us. You will not have the benefit of any cover until this payment is made. . You can choose to take out alternative insurance with another provider.

Help in the event of difficulty or with claims against third parties

If you book a holiday through Greenbank Holidays Ltd and you suffer loss or become stranded or ill, are injured or suffer some other difficulty as a result of an activity which is not part of your pre-booked holiday arrangements with us, we will try to provide reasonable help. This may include (at our sole discretion) providing up to 3 nights’ accommodation and/or 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 discretionary and the most we will pay is £500 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

Our obligation to you is to use reasonable skill and care in performing our contractual obligations. In accordance with these booking conditions we may accept responsibility if any of the services we agree to provide as part of our contract are not reasonably performed by us. Where you have purchased a package holiday from us in accordance with The Package Travel regulations 1992 we will also accept responsibility for the improper performance of our employees, agents, suppliers and sub-contractors, whilst performing services forming part of your contract with us and which you prove cause you loss or damage. Please note that standards at your holiday destinations may not be the same as those in the UK and our obligations to you are met so long as we and/or our Suppliers comply with the local standards in force at the time.

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 Suppliers of travel services 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, any pay you will be limited to that recoverable under the international convention which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention for international travel by air and 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 us 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 rules issued by the local management of your chosen destination or 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 and you may also be responsible for any loss or damage we incur.

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, You must collect your child(ren) from supervised activities at the appointed time.

Data protection and your privacy

Please read our Privacy Policy.

Your booking: In order to process your booking and to help us provide you with a more personal service we need to collect certain information from you, including (where applicable) name, address, age of party members, credit/debit card or other payment details, mobile phone numbers, email address and any other special requirements which may affect your arrangements. We take full responsibility for ensuring that proper security measures are in place to protect your information. We may need to pass some of this information on to the relevant suppliers of your travel arrangements such as transport companies, etc. Where necessary, such companies may be outside the European Economic Area (EEA).

In making this booking, you consent to the information being passed on to relevant organisations. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as requested by law. Under the 1988 Data Protection Act your data controller is: Greenbank Holidays Ltd. Under Data Protection legislation, we believe we can demonstrate that we have a Legitimate Interest in using your data for some marketing purposes but you always have a choice. Please check our Privacy Policy for more details on how you can opt-out of this use of your data, or you can opt out by clicking the unsubscribe link on the bottom of any email newsletter or alternatively, please Contact Us for us to arrange this for you. 

Data protection and your privacy

If you have a complaint

If you have any reason to complain, you must complain on the spot or as soon as possible to the relevant person (for example, the site management) who will do everything reasonably possible to resolve the problem. If the problem is not resolved, please call us on 0044 (0)1606 787 666.

Failure to take these steps and give us an opportunity to make things right at the time will significantly affect your ability to seek compensation later. If you are not satisfied with how your complaint was dealt with, please contact our Customer Relations Department within 28 days of returning home. To do this you can email  independent@eurocamp.co.uk or write to Eurocamp Independent, Chelford House, Gadbrook Park, Northwich, Cheshire CW9 7LN.

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. Details of this scheme are  available on request.

Greenbank Holidays Ltd is a Member of ABTA with membership number V2310. 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: 0203 117 0599 or www.abta.com

The above applies only to services supplied by Greenbank Holidays Ltd and does not apply to services featured in this brochure that are provided by any other company.

We are licensed in Ireland under the Transport (Tour Operators and Travel Agents) Act, 1982, by the Commission for Aviation Regulation (Licence No TA0156). No. 1160442. Publication date November 2015.