Condor Breaks Booking Conditions

CONDOR BREAKS BOOKING CONDITIONS

YOUR PACKAGE HOLIDAY BOOKING IS WITH CONDOR BREAKS

1. Our details

Condor Breaks, also known as Condor Ferries Holidays Ltd, will provide your holiday. Our address is New Jetty Offices, White Rock, St Peter Port, Guernsey, GY1 2LL, and our registration number is 38992. Condor Breaks will handle your reservation, communications, and payments. We can be reached at 0345 609 1026 or via email at contactcentre@condorbreaks.com.

2. Your holiday booking

2.1 You can make a booking with Condor Breaks on the website or by calling the contact centre team. Bookings made through our contact centre will incur a £10 non-refundable booking fee.

2.2 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.

2.3 When you receive a booking confirmation invoice, a booking is created, and your contract is activated. This booking confirmation will include specific information about your Condor Breaks package holiday, as well as the total cost of your holiday. Please read all details carefully after receiving this email to ensure there are no errors; if you find any, please contact our Contact Centre immediately at 0345 609 1026. All communication will be conducted in English.

2.4 Once a booking is made the terms and conditions of these agreement and the conditions of carriage of Condor Ferries and the terms of your chosen hotel will apply. We are the package organiser, with responsibilities to you as set out in these Booking Conditions.

3. Paying for your holiday

When you make your booking, you must pay a non-refundable minimum deposit of 10%. Deposit amounts may differ depending on when you book, and we will inform you of the amount when you do. The balance on your travel arrangements must be paid at least six weeks before your departure date. On occasion, the balance may become due earlier for certain types of bookings. If this is the case, you will be informed when you make your booking. If the deposit and/or balance are not paid on time, we will cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit.

4. If you cancel your holiday

4.1 You have the right to cancel your travel plans at any time. Written notification from the person who made the booking is required and can be sent to us via email at contactcentre@condorbreaks.com or by letter to Condor Breaks, Condor House, New Harbour Road South, Poole BH15 4AJ. You will be charged the following cancellation fees.

4.2 If the reason for your cancellation is covered by the terms of your insurance policy, you may be able to reclaim these charges. It is strongly advised that you obtain travel insurance before booking a package holiday.

4.3 If one member of the party cancels, the booked accommodation may be underutilised, requiring the remaining passengers to pay any applicable supplements to retain the booking, such as changing a twin room to a single room. The person who cancels is still obligated to pay cancellation fees according to the scale below.

4.4 You can cancel your booking without paying cancellation charges if the performance of your package, 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 subject to any supplier cost incurred by us. We will observe advice provided by the UK Foreign & Commonwealth Office.

5. If you Change Your Booking

5.1 If you wish to change your travel arrangements after we have issued our confirmation invoice, for example, your accommodation, we will do our best to accommodate you, but this may not always be possible. Any changes must be made in writing by the person who made the booking, either by email to contactcentre@condorbreaks.com or by post to Condor Breaks, Condor House, New Harbour Road South, Poole BH15 5AJ. There will be a £25 administration fee per booking, in addition to any additional costs incurred as a result of this change. You should be aware that these costs may increase as your departure date approaches, so please contact us as soon as possible.

5.2 A 'change' is defined as a correction or improvement to an existing holiday. If you request major changes to your holiday (for example, changing dates of travel, substituting destinations, or any other changes that significantly alter the original holiday), this will be considered a cancellation, and charges will apply as per clause 4.1.

5.3 Certain travel arrangements may not be changeable after a booking has been made, and any change request may result in a cancellation charge of up to 100% of the arrangements.

5.4 You may transfer your booking to another person who meets all of the conditions that apply to this booking by giving us written notice as soon as possible – normally at least 7 days before departure. You and the new traveller are both responsible for covering all costs associated with the transfer. We'd like to inform you that, in some cases, the carrier or the accommodation provider may not allow name changes on bookings, so you may be unable to transfer your booking. In this case, your booking will be considered cancelled, and you will be required to pay the cancellation fees outlined in clause 4.1.

5.5 If you change your plans during your holiday, such as checking out of the hotel early, there will be no refund for unused accommodations or services. We will not be held liable for any losses or expenses incurred as a result of this.

6. If we cancel your booking

As we plan your holiday arrangements many months in advance, we may need to make changes or cancel your booking on occasion, and we reserve the right to do so at any time.

6.1 We will not cancel your holiday unless there are unavoidable and extraordinary circumstances, or if you fail to pay the final balance. Unavoidable and extraordinary circumstances refer to a situation beyond our control, the consequences of which could not have been avoided even if all reasonable precautions were taken. War, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, and unavoidable technical failure are examples of these. If your holiday is cancelled by us, you can either receive a full refund or accept an alternative holiday of comparable quality from us if one is available. If the alternative is less expensive, we will refund the difference in price.

6.2 If we make a major change to your holiday, we will notify you as soon as reasonably possible if there is still time before your departure. You will have the option of accepting or rejecting the change in arrangements. If your holiday has been majorly altered, you can either receive a full refund or accept an alternative holiday of comparable quality from us if one is available.

6.3 We will pay a compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances.

This does not exclude you from claiming more if you are entitled to do so.

7. If we change your booking

We reserve the right to make changes to any aspect of your booking as a condition of your booking. If the alteration is minor, we will notify you. Changes of less than 12 hours in outbound/return travel, ship types, and accommodations room types are examples of minor changes. Clause 6.2 and 6.3 will apply if we make a major change to your booking.

7.1 Changes to the price of your booking: We can change your holiday price after you’ve booked, only in certain circumstances listed below:

7.1.1 Changes in the price of passenger carriage caused by changes in the cost of fuel or other power sources, or the level of taxes or fees imposed by third parties, such as tourist taxes, embarkation or disembarkation fees at ports, mean that the price of your travel arrangements may change after you have booked. However, no changes will be made within 20 days of your departure.

7.1.2 We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% 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 (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel your holiday, you must do so within the time period shown on your final invoice.

7.1.3 Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please keep in mind that this does not include any price reductions due to promotional offers or additional benefits such as upgrades available after you've booked.

7.2 Changes other than the price: It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is minor, we will make sure you are notified. If we are forced to change any of the main characteristics of the travel services that comprise your package due to circumstances beyond our control, you will have the rights outlined below.

7.2.1 We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.

7.2.2 If you choose to accept a refund, you may also be entitled to claim a compensation as detailed in clause 6.3 except where the significant change is due to 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.

8. Your travel arrangements

Your travel arrangements will be provided exclusively by Condor Ferries and you will be subject to Condor Ferries conditions of carriage. It is our policy that once you have checked in you are the responsibility of the carrier. Transportation may be delayed due to inclement weather, technical issues, or force majeure. Except where this leads to a major change to contracted services, we will not be liable for any loss or expense incurred in such cases. Condor Ferries, as our exclusive travel provider, will assist and support you as needed during a travel delay.

9. Your accommodation at destination

Every effort is made to ensure that the accommodation descriptions we use are fair and accurate so that you can choose the best possible holiday to suit your own personal needs and preferences. However, if you arrive and discover that the accommodation reserved for you is not to your liking, we will make every effort to find a suitable alternative. Naturally, this is subject to availability, and any additional costs must be borne by you at the time of your request to change. Please keep in mind that this may be in addition to any cancellation fees imposed by the original accommodation booked, as well as any applicable administration fees.

10. Our liability to you

10.1 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 compensation. 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.

10.2 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. The Athens Convention in respect of travel by sea and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which 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 customer.relations@condorbreaks.com

10.3 Under passenger rights law you have rights in some circumstances to refunds and/or compensation from your ferry provider in cases of denied boarding, cancellation or delay to a service. Full details of your compensation will be available from the ferry provider’s website. 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 ferry operator or any other service provider will be deducted.

10.4 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.

10.5 This entire clause 10 does not apply to any separate contracts you may enter into while on holiday for excursions or activities that are not arranged and charged for by us.

11. Our Covid-19 limitation of liability

We recognise the ongoing global COVID-19 crisis and accept our obligations to follow any official guidance from governments or local authorities, both in the UK and while on holiday.

11.1 Please keep in mind that we will not be liable for any refunds, compensation, costs, expenses, or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment) in the following situations: If you or any member of your booking party tests positive for Covid-19 and must quarantine for a period of time, or if you are notified or otherwise become aware that you have, or suspect you have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they have Covid-19) and must self-isolate for a period of time.

11.2 If this occurs within 14 days of your departure date, you must contact us immediately because you may be unable to travel. Where possible and subject to availability, we will provide you with the following options:

a. Postponing your holiday to a later date: We will notify you if the price changes as a result of the postponement. Please keep in mind that you may be required to pay full cancellation charges for some aspects of your holiday, such as the hotel, as well as any cost increases imposed by other suppliers.

b. Transferring your place: If not everyone on the booking is affected, you will be able to transfer your place on the holiday to another person of your choosing, subject to terms and availability. You will be charged an administration fee of £25 per booking, as well as any additional costs incurred as a result of this change. Please also see clause 5.4 for information on transferring your booking.

c. Cancelling your holiday: If you cancel your holiday, we will impose our standard cancellation fees, as stated in clause 4.1. You may be able to claim this back through your travel insurance, depending on your insurance policy. It is strongly advised that you obtain insurance at the time of booking because you are at risk as soon as your deposit is paid to us. We will not be liable for any losses or expenses incurred as a result of the impact of Covid-19 if you do not make appropriate insurance arrangements in a timely manner.

11.3 If this occurs while you are on holiday, please notify us as soon as possible, and we will provide whatever reasonable assistance we can in the circumstances. However, we will not be liable for any holiday cancellations, missed transportation arrangements, additional lodging required, or other associated costs incurred by you. You must ensure that you have travel insurance that covers these expenses.

11.4 If you fail any tests, checks, or other measures imposed by a supplier, ferry port, border control authority, or other government body or local authority, or if you fail to submit for testing or assessment when requested, and as a result, you are denied entry to board the ferry, entry to the destination, access to the services, or you are otherwise unable to proceed with the holiday, or that portion of it, we will not be liable for any holiday cancellations, missed transportation arrangements, additional lodging required, or other associated costs incurred by you. You must ensure that you have travel insurance that covers these expenses.

11.5 You also acknowledge that the suppliers who provide your holiday, such as ferries, hotels, and excursion providers, will be required to comply with national and/or local guidance and requirements relating to Covid-19, and that certain measures have been implemented as a result. We do not anticipate that these measures will have a significant impact on your enjoyment of the holiday, and all measures will be taken to ensure your safety and the safety of those around you. If the supplier closes certain facilities as a result of the impact of covid-19, you will not be entitled to compensation.

12. Protecting your money

We provide full financial protection for our package holidays by way of a bond held by ABTA – The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.com. You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.

13. ABTA

We are a Member of ABTA, membership number Y6737. 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.

14. If you have a complaint

If you have a complaint about any of the services included in your holiday, you must inform us by emailing contactcentre@condorbreaks.com or by dialling 0345 609 1026 during the hours of 09:00 to 17:00 or 01202 207262 during the hours 17:00 – 21:00 without undue delay and we will endeavour to put things right.

It is strongly advised that you communicate any complaint to the provider of the services in question as well as our Condor Breaks team as soon as possible as it will allow us and our provider to resolve your complaint without delay.

14.1 Complaints with travel provider: Your travel arrangements will be provided exclusively by Condor Ferries; our colleagues at Condor Ferries will make every effort to resolve your issue as soon as possible. If you are dissatisfied with your experience on Condor ferries, please notify a member of staff as soon as possible. If you are onboard, please contact the cabin manager.

14.2 Complaints with accommodation provider: Every effort is made to ensure that the accommodation descriptions we use are fair and accurate, so that you can choose the best possible holiday to suit your own personal needs and preferences. If, upon arrival, you discover that the accommodation or room type reserved for you is not to your liking, simply notify the accommodation provider. They will make every effort to resolve the problem as soon as possible. If you require additional assistance, please contact our in-destination support by dialling 0345 609 1026 during the hours of 09:00 to 17:00 or 01202 207262 during the hours 17:00 – 21:00 without undue delay and our colleagues will make every effort to resolve your issue.

14.3 Unresolved Complaints: If your compliant is not resolved locally, please follow this up as soon as possible after your return home, ideally within 28 days by writing to our Customer Services Department at customer.relations@condorbreaks.com by giving your booking reference and all other relevant information. Please keep your email concise and to the point. If you fail to follow the requirement to report your complaint during your holiday, we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see clause 13 above on ABTA.

15. Additional Assistance

If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.

16. 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.

17. Excursions

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.

18. Price of your Holiday

We use a demand-based dynamic pricing model that occasionally includes special offers. The price of your holiday and what it includes will be communicated to you at the time of booking, and all details will be included in our booking confirmation. Your price will be fixed and will not fluctuate once your booking confirmation is issued. You do not receive a refund if the price of your holiday has decreased, and we do not charge you more if the price of your holiday has increased. Our special offers and promotions are only valid for new bookings and do not apply to existing bookings.

While on holiday or before you depart, you may book other holiday arrangements, perhaps through our supplier, that are not part of your holiday contract with us and are not included in the price of your holiday. We reserve the right to pass on any charges imposed on us by our suppliers in connection with any other holiday arrangements made on your behalf.

19. Website Content

We take reasonable care to ensure the accuracy of the information contained in our brochures and on our website. However, content is subject to change, often due to the actions of our suppliers (e.g. hotels, ferries, activity providers, etc.). We will endeavour to notify you of any change known to us and affecting your holiday prior to issuing you with our booking confirmation and after that, as soon as we are notified by our Suppliers. We do not generally use linking or framing. We are not responsible for the content, policies and services of any sites linked to or accessible via our website.

20. Insurance

You must be fully insured for your holiday and must make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include adequate cancellation insurance to the value of your holiday, emergency evacuation and repatriation costs in respect of all of your activities. Please note that the travel insurance provided by some credit card providers often only offers the minimum coverage and, whoever your insurer, you should always check for any exclusion of activities that you might be undertaking. In response to public concern, some insurers now offer specific insurance against cancellation, delay and abandonment due to volcanic ash disruption. This can be taken out as an add-on to some travel insurance policies or as stand-alone cover.

We strongly recommend you take out travel insurance for Jersey, Guernsey & France to cover you for healthcare costs or medical treatment. If you don’t have travel insurance in Jersey or Guernsey, you’ll need to pay for medical treatment. Insurance will also provide protection against delays, loss, or damage to personal effects, the cost of assistance including repatriation in the event of illness, accident, or death, vehicles and other property, vehicle breakdown insurance, and personal travel cover for cancellation of journeys for reasons beyond our control.

21. Data Protection

The protection of your personal information or data is extremely important to us. In order to respond to an enquiry, process and fulfil your booking or send you a brochure or other promotional material, we need to collect personal data from you. We will only process your personal data in accordance with our Privacy Policy for or in connection with the purpose for which you have provided it (for example, arranging your holiday) or as you have consented to our using it (for example, to send you marketing material) or as permitted by data protection laws. Our Privacy Policy can be found on our website. Please read our Privacy Policy for full details. You and your personal data will be protected by the EU General Data Protection Regulation (which is otherwise known as GDPR) and the Data Protection Act 2018. We refer to this legislation as data protection laws. Condor Breaks is a data controller of your personal data. We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data, which is appropriate to the harm that might result. Your personal data will be retained by us for the period referred to in our Privacy Policy.

You may ask us what personal data of yours is being held or processed, for what purpose and to whom it may be or has been disclosed. You may also withdraw your consent to receiving marketing material or other communications from us at any time by unsubscribing to our e-mails or otherwise contacting us. Please also let us know if you believe the personal data, we are holding is inaccurate, out of date or incomplete. You may contact us by e- mail customer.relations@condorbreaks.com, telephone 0345 609 1026 or post to Condor Breaks, Condor House, New Harbour Road, BH15 4AJ. If you have any complaint about the way in which your personal data has been dealt with, please let us know by e-mail to customer.relations@condorbreaks.com. We will investigate and respond to you as soon as we reasonably can.

22. Language

English is our default language and all support and customer communication will be provided in English only.

23. 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.