Booking Terms and Conditions

Legal bits

Eurocamp Holidays is a trading name of Greenbank Holidays Ltd , part of the European Camping 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, Rudheath Way, Northwich, Cheshire, CW9 7LN. Our telephone number is 01606 787878 and our email address is enquiries@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. 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 and Linked Travel Arrangements, 2018, 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.

Brochure information and prices

We publish brochures many months before you go on holiday and take reasonable care to ensure that all information is correct at the time of printing. However, things may change after the brochure has been published and you agree that we have the right to amend your contract to provide a suitable alternative where changes are necessary. We reserve the right to increase or decrease our prices from time to time, for example, due to changes in exchange rates, supplier’s prices or travel costs. We will inform you of the up-todate price of your holiday before you book where we reasonably can. 

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 8% you will be entitled to cancel your holiday with a full refund but no compensation will be payable by us (refer to ‘Changes made by us’ below).

If there are any other significant changes or we find any mistakes, we will advise you of this latest information at the time of booking or, if you have already booked, as soon as reasonably possible afterwards. Please check our website eurocamp.co.uk for the latest information on facilities and services offered at your chosen destination, and in your chosen accommodation, before booking.

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 on you and all members of your party whose authority you warrant you have in making the booking. 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, in your secure ‘my eurocamp’ log in area on our website, 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 12 weeks before departure otherwise we will be entitled to cancel your holiday with loss of deposit plus any insurance premiums, amendment fees, and travel costs that have been paid. We reserve the right to refuse to take a booking.

The Package Travel and Linked Travel Arrangements Regulations 2018 (PTLTA Regs)

A package holiday is generally a combination of two or more different types of travel services which are combined for the purpose of the same trip. A linked travel arrangement (LTA) are travel combinations that have looser commercial connections than that of a package holiday. This type of arrangement, where a trader has facilitated the combination of travel services, but where the ties between the
businesses concerned do not comply with the requirements of a package holiday that is sold or offered for sale. By virtue of the PTLTA Regs certain limited protection is now provided for LTA’s. If you want to know whether the travel arrangements being booked by You amount to a package holiday or a LTA, please speak to a member of our staff. The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here.

Financial security

For flight-based holidays this is through our Air Travel Organiser’s Licence number 9139 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. When you buy an ATOL protected flight or flight inclusive holiday from us 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. We will provide you with the services listed on the ATOL Certificate. In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the 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). If we 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 (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.

When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA – The Travel Association 30 Park Street London SE1 9EQ. Our ABTA number is V2310. For further information please visit the ABTA website at www.abta.com.

When you buy an accommodation only holiday, and then book a flight through a link we’ve recommended within 24 hours of your initial booking, you have booked ‘A linked travel arrangement’. A linked travel arrangement only has financial protection – and this is at a lower level than if you bought a package holiday. This protection only covers the insolvency of the company arranging the sale of the

services making up the linked travel arrangement and does not protect you from the failure of the companies actually supplying your travel arrangements, such as an airline.

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. Most airlines will usually advise against flying after 28 weeks, although some will allow carriage beyond this point up to as late as 36 weeks, as long as a GP's certificate has been issued. Please check when booking.

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 only be open in high season, which is generally July and August. 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

Special requests must be indicated to us at the time of booking, however, they cannot be guaranteed. 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 unless we confirm this to you and if we are not informed we will not be liable for any loss. Please check our website for the most up to date information on facilities important to you.

Equipment damage waiver

We charge 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. Group reservations of 6 holiday homes or more may be subject to additional waiver fee which will be discussed at the time of booking, if it applies to your parc or holiday home.

Your accommodation - cleaning

We clean accommodation after every single stay, so that when you arrive all you have to do is settle in and make yourself at home. To assist with this, we kindly request that accommodation is left as clean and tidy as you found it.

Accommodation deposit (Belvedere 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. Costs are likely to increase the closer to the departure date that changes are made. You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, provided that reasonable notice is given, at least 7 days before your departure. Both you and the new traveller will be responsible for paying all costs we incur in making the transfer. There are also additional charges for specific amendments made at any time of the year, as detailed below:

  • Once our contract is formed it may not be possible to reduce the number of nights in your chosen accommodation.
  • If you make a change within 12 weeks of departure, we will not refund any reduction in the holiday price.
  • A change of holiday dates made within 12 weeks of departure may require a cancellation of your original holiday and the booking of a new 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. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

Cancellation by you

The lead member of your party must give notice to cancel in writing. Please submit a cancellation form on our website, or by email to cancellations@eurocamp.co.uk. 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:

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 deposit paid, insurance premiums, amendment fees, train and flight costs and any non refundable ferry deposits.

You can cancel your booking without paying cancellation charges if the performance of your booked services, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.

If we cancel your booking

We reserve the right to cancel your booking. We will not cancel less than 2 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance. Unavoidable and extraordinary circumstances means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value). In the event a refund is paid to you, we will: 1. provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. 2. pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).

Period before departure in which we notify you*Amount you will receive from us
Over 84 daysNil
29 - 84 days5%
22 - 28 days5%
14 - 21 days8%
Less than 14 days10%

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

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. The following compensation scale is based on how many days before your departure date, we notify you of a major change:

Period before departure in which we notify you*Amount you will receive from us
Over 84 daysNil
29 - 84 days5%
22 - 28 days5%
14 - 21 days8%
Less than 14 days10%

*excludes insurance premiums, amendment fees and flight costs. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

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 or airports, 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, Visas 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.

Holiday insurance

We offer comprehensive personal and motor vehicle insurance options in association with ERV. If you add our insurance cover to your holiday booking, your Insurance Policy Document and Holiday Invoice will be provided for you in your secure ‘my eurocamp’ log in area on our website. 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. Should you wish to cancel your insurance with us, please refer to the cancellation section of your policy.

Our liability to you

You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:

a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and

b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions underwhich compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions. You can ask for copies of the travel service contractual terms, or the international conventions, from Eurocamp by emailing enquiries@eurocamp.co.uk. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

NB this entire clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

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 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 the Eurocamp Contact Promise (Privacy Policy). If you would like to receive a printed version please contact us to arrange this for you. The Privacy Policy helps you understand how Eurocamp may collect and use your personal data in detail. 

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 3rd parties, for example, suppliers of your travel and holiday arrangements such as airlines, hotels, transfer companies, postal companies, etc. These companies are all based within the European Union except for Serenova who will securely store your information in the European Union and the United States of America. In making this booking, you consent to the information being passed on to relevant organisations in their respective locations. 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 Data Protection legislation, we believe we can demonstrate that we have a Legitimate Interest in using your data for some marketing purposes, such as sending you the next season’s brochure, however, you always have a choice. Nevertheless, if you want to receive communications from us, for example our next season’s brochure, please specifically signify your consent to us using your personal data to send you such and similar marketing materials/communications, by clicking the “opt into receiving marketing communications”. Please check our Privacy Policy for more details on how you can, at any time, opt-out of our 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 to arrange this for you. Please note: if you do unsubscribe from promotional contacts, you will still receive essential calls, SMS text and email communications specifically relating to a booking you have with us.

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 courier or resort management) who will do everything reasonably possible to resolve the problem. If the problem is not resolved, please call us on 0044 (0)1606 787129. 

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 when you were on holiday, please complete and submit a Complaints Form on our website within 28 days of returning home. We are a Member of ABTA, membership number V2310. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. 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. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved. 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.

Law and jurisdiction

This booking is 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.

Publication date December 2018.