Booking Terms & Conditions

Booking Conditions

Eurocamp Holidays is a trading name of Greenbank Holidays Ltd, part of the Cox & Kings group. 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. Greenbank Holidays Limited is an Appointed Representative of ITC Compliance Limited which is authorised and regulated by the Financial Services Authority (FSA).

Where we make travel arrangements on your behalf 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 (including agency services) 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 destination 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). Where applicable, prices have been calculated using the exchange rate of 1.17 euros to the pound.

Booking and paying for your holiday

When you book your holiday, you will have to pay either the deposit, or, if it is 12 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 or the full cost of your holiday, 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 contact us immediately if you have any queries. Full payment must be received by us at least 12 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.

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 holidays on this website which include a flight are ATOL protected. We, or the suppliers identified on your ATOL Certificate, will provide you with the services you have bought (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). For flight inclusive bookings, all monies paid to any authorised travel agent of ours for your holiday with us will be held on behalf of and for the benefit of the Trustees of the Air Travel Trust subject to the travel agent’s obligation to pay such monies to us in accordance with our trading terms unless we fail. In the unlikely event of our financial failure, all monies then held by the travel agent or subsequently paid by you to the travel agent will be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation on the agent to pay such monies to us. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For further information, visit the ATOL website at www.atol.org.uk.

Greenbank Holidays Ltd is a member of ABTA (ABTA no V2310). This means the holidays on this website which do not include a flight are protected by ABTA. For further information on the benefits and financial protection provided by ABTA, visit the ABTA website at www.abta.com.

Transport Conditions and delays

We use independent transport operators and you are bound by 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.

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 local 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.

Equipment damage waiver

We offer 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.

Accommodation deposit (apartments only)

A deposit, to cover you for accidental damage to equipment, is payable to reception on arrival which is refundable on departure.

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 in your chosen accommodation, you must still pay for the full duration.

  • a change made within 12 weeks of departure, where you alter the holiday dates, shorten the holiday duration or amend/cancel any travel or hotel arrangements, 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 flights, 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 DepartureCancellation charge as % of total holiday cost*
More than 84 daysLoss of deposit
29 - 84 days50%
22 - 28 days70%
14 - 21 days90%
Less than 14 days100%

*excludes insurance premiums, amendment fees and flight costs that are not refundable in the event of 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 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 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 we feel it is appropriate. The following are guidelines only in respect of the amount which we may pay:

Number of days between
notification of change & departure*
Compensation if you continue
(per party as % of total holiday cost*)
Compensation if you cancel
(per party as % of total holiday cost*)
Over 56 daysNilNil
29 - 56 days10%5%
22 - 28 days12.5%5%
14 - 21 days15%10%
Less than 14 days20%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.

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

Sometimes the unexpected can happen and we believe that comprehensive personal insurance can increase peace of mind. We offer 3 comprehensive insurance options in association with ERV. If you request our insurance cover, your Insurance Policy Document will be sent to you with your Holiday Invoice. You may also take out alternative insurance with another provider. 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.

You have the right to cancel your policy within 14 days of the date of issue or receipt of the terms and conditions, whichever is the later. Provided you have not made, or intend to make, a claim we will refund to you any premium you have paid. If you have made or intend to make a claim you will not be entitled to any premium refund.

If you give notice in writing to us to cancel this policy outside of the 14 day cooling-off period such cancellation shall take effect on the date the notice is received or on the date specified in the notice, whichever is the latter. If you have not made a claim or intend to make a claim or sought assistance under the policy then you will be entitled to a pro-rata refund of premium in accordance with the remaining term of the policy.

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 (at our sole discretion) 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 any 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 rules issued by the local management of your chosen destination 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. It may also mean that we will not accept a future booking from you. If this happens we will not pay compensation or meet any expenses you incur as a result.

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

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 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 must pass the information on to the relevant suppliers of your travel arrangements such as airlinesm hotels, 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 passsed 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.

We may use your details to send you promotional newsletters and information via email and post from Eurocamp and other companies in the Cox & Kings group. If you would prefer not to receive such information, 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. Please note: if you do unsubscribe from promotional email newsletters, you may still receive essential email communications specifically relating to your account or any booking you have with us.

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 or resort management) 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 may be entitled to. The address to send your complaint to is: Customer Relations, Eurocamp, 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.

Greenbank Holidays Ltd is a Member of ABTA with membership number V5658. 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, 68-71 Newman Street, London, W1T 3AH Tel 020 7637 2444 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 bonded in the Republic of Ireland under the Transport (Tour Operators and Travel Agents) Act 1982. Registered in England No. 1160442. All information and prices are correct at the time of publication.

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