Parkdean Resorts UK Holiday Parks
British Travel Awards Winner 2020
Best UK Family Holiday CompanyBest UK Holiday Parks & Lodges Company

Touring and Camping Terms & Conditions

Important information and our booking terms andconditions for touring and camping holidays

Section A: All Bookings

This section applies to all touring and campingbookings you make with Parkdean Resorts UK Limited.

1. Who your agreement is with. When you book your holiday youragreement will be with Parkdean Resorts UK Limited (“Parkdean Resorts”, “we”,“us”, “our”). See the bottom of clause 43 for further details. Please read these termscarefully as they set out our respective rights and obligations. In these terms, references to "you" and "your"include the first named person on the booking and all persons on whose behalf a booking is made or any otherperson to whom a booking is added or transferred.

Our obligations to you will vary depending on the type of booking you make with us. Youcan make a booking for a pitch only or you can make a booking for a pitch, plus certain additions (a Packagebooking). Clause 46 gives more details. Where you make a Package booking, additional terms apply to yourbooking.

Section A contains the terms which apply to all bookings you make with us (both pitchonly and Package bookings) and Section B contains the additional terms which apply only when you make a Packagebooking with us, as well as a full explanation about which bookings are treated as Packages.

To book your break

2. The agreement. There will be a contract between you and Parkdean Resorts, when we send you a bookingconfirmation. These terms are part of your contract with us. The person making the booking accepts the contracton behalf of all members of your party and is responsible for making sure they accept the contract; and acceptsfinancial responsibility for payment of the booking on behalf of all members of the party. We can’t acceptbookings from anyone under the age of 18.

3. If you book more than 10 weeks ahead. When you book your holiday you will need to pay adeposit. The standard deposit to secure your booking is calculated based on the holiday value as set upbelow.

Total Holiday Price

Standard Deposit

Over £50

£50

If the price is less than £50, thefull balance is payable when booking your holiday

We may change these amounts from time to time. Where we do, the applicable amount willbe the one listed at the time our contract was formed. We sometimes offer adiscounted deposit in which case you may need to pay a top up deposit. Any top up deposit must be paid on thedate stated on your booking confirmation. The balance of your holiday must be paid 10 weeks before the start ofyour holiday. Details of any top up deposit and the balance payable will be in the booking confirmation. If youdo not pay a top up deposit or the balance for your holiday when it is due, we may treat your holiday ascancelled. Any cancellation will be subject to the cancellation terms set out in clause 37.

4. If you book less than 10 weeks ahead. You must pay the full amount of the holiday at thetime of booking. This amount includes the standard deposit, which will bedealt with in accordance with clause 37 in the event of a cancellation. Payment can be made online or by telephone.

5. Special offers. To claim any special offers, discounts and promotional codes please tell us when youbook prior to making a payment. If you don’t, we’re sorry we can’t honour these. Alldiscounts, special offers and promotional codes are subject to availability. Holiday vouchers issued by Parkdean Resorts are subject to additional terms andconditions - please refer to the communication issued with the voucher and/or the Parkdean Resorts website forfurther details.

6. Who’s in your party.When you book you need to give the names and ages of everyone in your party.Only those people named on your booking can occupy your pitch. Anyone notnamed on your booking may be asked to leave the park. In these circumstances no refund or compensation will begiven. You must bring ID with you as you may be asked for this on arrival or during your stay.

7. VISOR. We do not accept bookings from or allow anyone to stay on a holiday park who is or hasbeen listed on the Violent and Sex Offenders Register (or any register which supersedes this), or anyone who issubject to a Sexual Risk Order, Child Abduction Notice or any similar order, court proceedings or register. Bymaking a booking, you are confirming that no one in your party is or has been on any such register, subject toany such order or otherwise the subject of any such court proceedings. If we do cancel your booking under thisclause you will be subject to the cancellation terms set out in clause 37.

The price of your holiday and what it includes

8. Prices.

All prices are subject to change so could increase ordecrease. The most up to date prices for pitches are on our website. The price confirmed when you book is thefinal price and will not change unless you alter your booking*. All prices include VAT and insurance premium tax(where applicable) at the prevailing rate. Please note there is a maximum of 28 days permitted per touringbooking. Please contact us on 0344 335 3498 if you would like to enquire about a pitch for a longer period. Itmay be possible to select your pitch location for an additional charge – please call us on 0344 335 3498.

*Where you have booked a Package, additional terms apply. Please see clause 48 forfurther information.

9. Pets. Except for registered assistance dogs, there is a charge per week or part of a week perpet. There is a maximum of 2 pets per pitch. Dogs other than registered assistance dogs are not permitted innon-pet friendly pitches, and if you do wish to bring a registered assistance dog, supporting documentation toevidence that the dog is a registered assistance dog must be available for inspection prior to and during yourholiday. If you aren’t able to show this, you will be charged the pet fee.

10. Entertainment Passes.Entertainment passes are included for allholidaymakers named on the booking for all direct bookings. These provide access to the park’s facilitiesand entertainment.

What you need to know before you book

11. Guests with additional needs and requirements. Some pitches and parks may not be suitable forwheelchairs or people with mobility difficulties. If you or one of your party have any additional needs orrequirements please tell us about this before you book so we can try to ensure the pitch location and park aresuitable for you. We rely on the information you provide to allow us to anticipate and satisfy your needs, so ifanything changes you need to let us know. We will try to accommodate any special requirements but can’tguarantee this.

12. Groups. As our parks are family holiday parks, we do not allow “party” groupsincluding stag and hen parties. Family and friends who live at the same address or know each other or who traveltogether will be considered as making a group booking even if they have made separate bookings. Because of thefamily nature of our holiday parks there are additional restrictions on group bookings at certain timesincluding over the festive period and peak season so please call our sales centre to ask about these. Due to thepopularity of the festive period and peak season we may restrict bookings to past customers. Group bookings(whether made by 1 person or a number of people) for 5 or more pitches or where there are 20 or more people inthe party must be made through our sales centre. Contact details can be found on the ’Contact Us’section of our website. If this is not done we will cancel any bookings which are part of a group booking andthe cancellation terms in clause 37 shall apply. We’ll only accept group bookings if you tell us aboutthem and give us the names and addresses of everyone in your group before you book. The lead booker for a groupis responsible for the conduct of the other members of the group and for ensuring they comply with these termsand conditions. We may require the lead booker to provide a deposit as security in the event of any damage byany member of the group. If your behaviour is disruptive to other guests or unacceptable, you will be asked toleave the park and in this event no refund will be given.

13. Business and other organisations. Businesses and other organisations who wish to make bookings must do so by calling us using the details found on the‘Contact Us’ section of the website. If this is not done we will cancel any such bookings. We do notaccept bookings where we consider that this could impact on the holiday experience of other park guests, andwithout limitation reserve the right to refuse and/or cancel bookings made by football, rugby or other sportsteams (whether booked as a team, or by individuals, families or groups of friends in order to stay on park withother members of a team) and in this event no refund will be given.

14. Holiday use. As our parks are holiday parks we don’t accept bookings if you want to stay forwork or use the park as a base to travel to work or for residential use. All adults booked must appear on theelectoral roll at the address given when booking or provide other evidence of their permanent address such as autility bill if requested. You agree that if you fail to provide that evidence to us if requested before yourholiday starts or immediately if your holiday has already started, we will cancel your booking. If we do cancelyour booking under this clause you will be subject to the cancellation terms set out in clause 37.

15. Pets. Most dogs are welcome at our parks (except at touring pitches at Ruda). A maximum of twodogs are permitted per booking. Some breeds of dog, including those listed in the Dangerous Dog Act are notallowed so check with us when you book. Please enquire before you book whether other pets are allowed. We acceptregistered assistance dogs in all areas of our parks.

Please note, there are restrictions regarding when you can take your dogs onto beaches,as well as which parts of the beach you can take your dogs onto. Dogs are not allowed on the beach atRuda.

16. Isle of Wight ferry.If you book a holiday to the Isle of Wight, you will need to arrange your ownferry travel.

When you arrive

17. Numbers in your party.The total number in your party (including children and babies) must not exceedthe maximum capacity of the pitch advertised in this brochure or online. We may refuse holiday bookings forsingle occupancy.

18. Check-in times. Your pitch will be available from 2pm on your arrival day. If you think you may arriveafter 7pm please let us know. If your pitch is not occupied by 10am on the day after your arrival day and youhaven’t told us you will be arriving late, we will treat your booking as cancelled and may re-let thepitch.

When you're on holiday

19. Children. All children must be supervised by parents or another responsible adult throughout theholiday. Where we have children’s clubs, special programmes of events and other facilities for childrenthese are not childcare facilities and children remain the responsibility of their parents or guardians at alltimes and must be supervised accordingly. Please make sure you always know where your children are.

20. No smoking. It is against the law to smoke in buildings open to the public and we provide outdoorsmoking areas. E-cigarettes are not permitted in our facilities, entertainment complex, bar orrestaurants.

21. Pets. Dogs must be kept on a lead under the control of a responsible adult at all times andwear a collar with identity tag. You must clean up after your pet. Pets (other than registered assistance dogs)are only allowed in pet friendly areas of the facilities. We do not allow pets in play areas other than ourdesignated ‘Woof’ parks. If we think your pet is causing a nuisance or damage you will be requiredto remove it from the park.

22. Use of your pitch.  Only one tent/trailer tent/ touring caravan/ motorhome etc. is permitted per pitch (with the exception of one additional pup tent). We have the right to enter your accommodation in special circumstances and in emergencies.

23. Your personal possessions.You are responsible for your personal possessions on park and we aren’tresponsible for any loss or damage to these. If you leave personal possessions behind at the end of your holidaywe’ll try to return them but are not responsible for them.

24. Park facilities. For health and safety reasons some of our facilities and activities have age and/orheight restrictions. Children under the age of 8 must be supervised by an adult in the swimming pool and oneadult may not supervise more than two children under 8. At Ruda, Trecco Bay and Warmwell Holiday Parks allchildren under 4 must be supervised by an adult on a one-to-one basis. At busy times access to facilities may berestricted and a booking system may operate. We may have to close facilities (e.g. for health and safetyreasons, maintenance or reasons beyond our control) and we are not liable to compensate you if we do so.

25. Entertainment and facilities.You will be given passes which you will need to show to access facilities andentertainment. Any day visitors you have will need to buy day passes to access facilities and entertainment.Bookings made through some promotions may not include entertainment. When you give your party’s details atthe time of booking you apply for membership of the Parkdean Resorts Social and Bingo Club (where provided).Entertainment and use of facilities is subject to availability and capacity,and from time to time we may have to withdraw or change entertainment or close facilities. We are not liable toyou if we have to do so. You are not permitted to bring your own alcohol or other drinks into the entertainmentcomplex, bar or restaurants. Lighting and flash photography may be used during some of our entertainment.

26. Gambling restrictions.If any member of your party has self-excluded themselves from any othergambling premises, they must highlight this to the park management on arrival. We cannot accept any liabilityfor any losses incurred where a guest has not informed us of their self-exclusion.

27. The holiday park.Most of our parks are in rural locations so there may be areas of unevenground, unmade paths and limited lighting. Please take special care to avoid accidents. Some parks may also havelakes, ponds, and rivers so please make sure you know about these features and supervise childrenappropriately.

28. Your car and other vehicles.You should comply with speed limits, parking and traffic regulations on park.We try to provide parking next to or near your pitch but we can’t guarantee this, please ask at time ofbooking. Vehicles are brought into the holiday park at your risk and we are not responsible for loss or damageto these except where it is caused by our negligence or fault. Quad bikes, segways, hoverboards, electricscooters and similar, pickup and any commercial or working vehicles including large vans aren’t allowed onpark. Commercial vehicles will be turned away from the park and in thisevent no refund will be given. Please note we do not currently have afacility to charge hybrid cars. You are not permitted to charge your car using the electric hook up to thepitch.

29. Behaviour on park.Our parks are family holiday parks so please ensure your behaviour is notnoisy, offensive or likely to cause any harm or upset to other guests, staff or property at the holiday park,and is not otherwise inappropriate. If we feel your behaviour is illegal, offensive, disruptive or inappropriateor is disturbing other guests we will ask you to leave the holiday park and no refund will be given.

30. Filming and photography.We sometimes have TV and other companies filming or taking photographs on park.We will do all we can to ensure you are not disturbed by this. We can’t accept any responsibility or offerany financial award if you do appear in films or photographs. No photography is allowed in swimming pool areas.The use of drones is not permitted at any holiday park.

31. Entry. We reserve the right to refuse you and your party entry to our holiday parks, or to askyou and your party to leave our holiday parks, if you or any member of your party breaches any of our terms andconditions and you will not receive any refund. We also reserve the rightto refuse you and your party entry to our holiday parks, or to ask you and your party to leave our holidayparks, if you or any member of your party has previously been denied entry to or asked to leave any of ourholiday parks and in these circumstances you will not receive any refund.

When it’s time to leave

32. Departure time. You should leave your pitch by 10am on your departure date. It may be possible topurchase a half-day extension – please check with the team on park during your stay.

33. Leaving your pitch.At the end of your holiday please leave the pitch in a clean and tidycondition.

Can we help?

34. Feedback.

We want you to enjoy your holiday and create amazing memories, however, if you have anissue or want to talk about your experience, please tell us straight away so we can put things right.

Before you Travel: You cancontact our helpful Customer Support Team who will aim to resolve any issues within 48 hours. Details on how tocontact us can be found at https://www.parkdeanresorts.co.uk/contact-us/

During your Stay: Whilst on yourholiday, please let our Guest Experience Team know about any concerns you may have straight away. You will findtheir contact information in your Digital Welcome Pack, or please visit Reception.

Returning Home: If you remainunhappy after returning from your holiday, please submit your complaint within 14 days. Details on how tocontact us can be found at https://www.parkdeanresorts.co.uk/contact-us/

We ask for the opportunity to put things right during your stay. If the team are notnotified of any problems that you encounter, we reserve the right not to progress your complaint.

35. Alternative dispute resolution. If, despite our best efforts and having followedthe above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorilysettled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service.An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision tobring the matter to a close. A fee is payable by each party when an application for arbitration is submitted.Details of this scheme are available from The Travel Industry Arbitration Service, administered by DisputeSettlement Services Limited, 9 Savill Road, Lindfield, West Sussex, RH16 2NY. E-mail:[email protected]. This scheme cannot howeverdecide in cases where the sums claimed exceed £5,000 per person or £10,000 per booking or not solelyor mainly in respect of physical injury or illness or the consequences of such injury or illness, or solely ormainly in respect of a discrimination claim or any claim under the Equality Act.

If you need to make a change or cancel your booking

36. Alterations to your booking.Once there is a contract, if you need to make changes to your confirmedbooking, you must contact us as soon as possible using “Manage my Booking” online at https://www.parkdeanresorts.co.uk/login/, visiting the ‘Contact Us’ page of ourwebsite or using the contact details below. Whilst we will do our best toassist, we cannot always guarantee that we will be able to meet your requested change.

  1. Changes more than 4 weeks prior to the startdate. If we can accommodate your changerequest and it is received 4 weeks or more prior to your start date, there will be an amendment charge tocover our administration costs plus any change in price if applicable (e.g. if you change dates or holidaypark) which you will need to pay us. You should be aware that these costs could increase the closer to thedeparture date that changes are made and you should contact us as soon as possible. Where we are unable toassist you and you do not wish to proceed with the original booking we will treat this as a cancellation byyou and a cancellation fee may be payable in accordance with clause 38 below.
  2. Changes less than 4 weeks prior to the startdate. We do not accept any major changes(dates and parks) to bookings within 4 weeks to your start date. If your requested change can beaccommodated, your confirmed booking will be treated as cancelled in accordance with clause 38 and a newbooking made on the current pricing structure.
  3. Adding/removing extras.Holiday extras (such as fishing permits, priority arrivals, pets, etc.) can be added or removed, subject toavailability, any time, up until 24 hours prior to arrival date. Extras cancelled within 24hours of your arrival date will not be refunded.

Where you have booked a Package with us, additional terms apply. Please see clause 48for further information.

37. Cancelling your booking.If you decide to cancel your confirmed booking, please contact us as soon aspossible by calling us on 0344 335 3252. The date that you contact us is the date of the cancellation.

Should one or more member of your party cancel, it may increase the per person holidayprice of those remaining on the booking and you will be liable to pay this increase.

Because we incur costs in cancelling your booking, if you do not have cancellationcover protection, you will have to pay cancellation charges as follows:

Number of days prior to arrival thatcancellation notification is received

Cancellation Charge as a % of total holidayvalue

More than 70 days

Full standard depositplus administration fee

(if you have paid adiscounted deposit you will also need to pay an amount up to the standarddeposit)

70-57 days

60%

56-29 days

80%

28 days or less

100%

Where possible, we will deduct the cancellation charge(s) from any monies you havealready paid to us. Insurance premiums for holiday insurance, cover costs and administration fees arenon-refundable in any event.

If you have bought holiday cancellation cover you will be covered for more of thecancellation charges depending on when you cancel and the reasons for cancelling. Full details of our holidaycancellation cover are on our website.

Except where you have booked a Package, this clause 37 outlines the rights you have ifyou wish to cancel your booking.

Please note that there is no automatic statutory right of cancellation under theConsumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive2011/83/EU).

Where you have booked a Package with us, additional terms apply. Please see clause 48for further information.

Where you have booked a holiday using holiday vouchers, theterms and conditions on the holiday vouchers will apply in addition to these terms and conditions.

38. Cancellation by us.Very occasionally, we may have to cancel your booking. If we have to do so wewill tell you as soon as possible and you can choose either to have a full refund, or accept any alternativearrangements offered to you (we’ll give you a refund of the price difference if the alternative is lessexpensive than the one you booked). We will have no further liability to you for this*.

*Where you have booked a Package, additional terms apply. Please see clause 49 forfurther information.

Some other important information

39. Brochure and website accuracy. We have taken all care to make sure our brochureis correct at time of launch, and that our website is up to date. However, we can’t accept responsibilityfor any errors or the results of these. Photographs of pitches are examples only and views may vary. We are notresponsible to you for unforeseen events or matters over which we have no control.

40. Our responsibility for loss or damage suffered by you.

  1. We are responsible to you for foreseeable loss anddamage caused by us. If we fail to complywith these terms, we are responsible for loss or damage you suffer that is a foreseeable result of ourbreaking this contract or our failing to use reasonable care and skill, but we are not responsible for anyloss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it willhappen or if, at the time the contract was made, both we and you knew it might happen, for example, if youdiscussed it with us when you booked your holiday.
  2. Our responsibility for any foreseeable loss ordamage suffered by you which is caused by us is limitedto the cost of your holiday (less any insurance premium), except in the case of death or personalinjury. We don’t operate the local attractions which are not on the park or act as an agent for these,and so we are not liable for any damage or loss you may suffer when buying tickets or visiting theattraction. We are only responsible to you for the services we have agreed to provide to you, as included onyour booking confirmation. We will not accept responsibility for services or facilities which do not formpart of our agreement or where they are not advertised in our brochure or website. Your statutory rights arenot affected by anything in these terms and conditions.
  3. We do not exclude or limit in any way ourliability to you where it would be unlawful to do so.This includes liability for death or personal injury caused by our negligence or the negligence ofour employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legalrights in relation to the services we’ve agreed to provide to you.
  4. We will not be responsible or pay you compensation for any loss or damagesuffered by you if it results from:
    1. the acts and/or omissions of the person affected; or
    2. the acts and/or omissions of a third party unconnected with the provision ofthe services we’ve agreed to provide to you; or
    3. Events Beyond our Control (see clause 42).
  5. You must notify us of any complaint orclaim you have in accordance with thecomplaints procedure set out in clause 34.
  6. We are not liable for businesslosses. We only supply the products fordomestic and private use. If you use the products for any commercial, business or re-sale purpose we willhave no liability to you for any loss of profit, loss of business, business interruption, or loss ofbusiness opportunity.

Where you have booked a Package, additional terms apply. Please see clause 51 forfurther information.

41. Events beyond our control.Except where otherwise expressly stated in these terms, we are not responsiblefor events beyond our control. This means any event beyond our or our suppliers’ control, the consequencesof which could not have been avoided even if all reasonable measures had been taken. Examples include war andacts of terrorism (and threat of these), civil war, significant risks to human health such as the outbreak ofserious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditionswhich make it impossible to travel safely to the travel destination or remain at the travel destination, the actof any government or other national or local authority including port or river authorities, industrial disputeand labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster,unavoidable technical problems with transport and all similar events outside our or our supplier’scontrol.

42. Keeping safe the information you have given us. The information you give us in connection withyour booking is held by Parkdean Resorts (as a data controller) in accordance with the Data Protection Act 2018and the EU General Data Protection Regulation 2016 (as applicable). We use this information to help us toprovide and improve our service to you and to provide you with information about our holidays and holiday homes.We may disclose this information to companies in the Parkdean Resorts group[**] and to our agents, contractors,insurers and insurance brokers and their advisers, and to others if we are legally required to do so, or wherewe believe it is necessary to protect our or another person’s rights, property or safety. Where you makean enquiry or purchase with us, we will process your data for marketing purposes. If you do not want us to sendmarketing information about our holidays or holiday homes please contact us using the telephone number oraddress below. Alternatively, you can email us at [email protected]. We use CCTV cameras at some locations at ourholiday parks for crime prevention and safety reasons and telephone calls may be recorded for training andmonitoring purposes. You should ensure other members in your party know about the information you provide andhow we use it and agree to it. For further information on how we process your personal data please see ourprivacy policy at www.parkdeanresorts.co.uk/privacy-policy.

[**] Parkdean Resorts Limited, GB Holiday Parks Limited, Park Resorts Limited, ManorPark Holiday Park Limited, Southview Leisure Park Limited, South Lakeland Parks Limited, Lake District LeisurePursuits Limited, Parkdean Holiday Parks Limited, Upperbay Limited, Parkdean Caravan Parks Limited, SouthernessHoliday Village Limited, Weststar Holidays Limited and Vauxhall Holiday Park Limited.

43. Which laws apply to this contract and where you may bring legalproceedings. These termsare governed by English law and you can bring legal proceedings in respect of the contract in the Englishcourts. If you live in Scotland you can bring legal proceedings in respect of the contract in either theScottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect ofthe contract in either the Northern Irish or the English courts.

44. Changes to terms.Parkdean Resorts may change these terms from time to time. If we do so then wewill notify you by email and posting the new terms on our website.

These terms were last updated on 1 April 2022.

45. How to contact us.If you need to contact us please visit theContact Us page of our website, call our team on 0330 1234 850 or write tous at Parkdean Resorts, 2nd Floor, One Gosforth Park Way, Gosforth Business Park, Newcastle upon Tyne, NE128ET.

Section B: ADDITIONAL TERMS APPLICABLE TO PACKAGEBOOKINGS

These additional terms apply where you book a Package with, as defined below. Pleaseread this section in conjunction with Section A.

46. Definition of a Package.Where your booking is for a Package holiday that we have organised, as definedbelow, we will act as a “Package Organiser” and you will receive the rights and benefits under thePackage Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this SectionB.

A “Package holiday” exists where you make a booking which includes acombination of pitch or tourist services which are not part of the pitch, such as a concert ticket, booked atthe same time for the purpose of the same holiday.

IMPORTANT NOTE: Please note that where you have made a booking which consists of apitch combined with one or more tourist services such as a concert ticket, this will not create a Package wherethe tourist service(s):

  • do not account for 25% of the value of the combination and are not advertised as,and do not otherwise represent, an essential feature of the package; or
  • are selected and purchased after the performance of the pitch has started.

These bookings will be treated as a pitch only booking and will not be afforded thebenefit of the rights under the PTRs. Please see Section A for the terms applicable to these bookings.

47. Transferring your Package Holiday

If you or any member of your party is prevented from travelling, that person(s) maytransfer their place to someone else, subject to the following conditions:

  1. that person is introduced by you and satisfies all the conditions applicable tothe booking;
  2. we are notified not less than 7 days before departure;
  3. you pay any outstanding balance payment, an amendment fee of £40 per persontransferring, as well as any additional fees, charges or other costs arising from the transfer; and
  4. that person agrees to these terms and all other terms and conditions of thecontract between us.

Both you and the person you’re transferring the holiday to remain liable to usfor payment of all sums. If you are unable to find a replacement, you will have to cancel your booking andcancellation charges as set out in clause 38 will apply in order to cover our estimated costs. Otherwise, norefunds will be given for passengers not travelling or for unused services.

48. If you cancel your Package Holiday

If you have booked a Package with us, you have the right to cancel your confirmedPackage before departure without paying a cancellation charge in the event of “unavoidable andextraordinary circumstances” occurring at your holiday destination or its immediate vicinity andsignificantly affecting the performance of the Package or significantly affecting transport to the destination.In these circumstances, we shall provide you with a full refund of holiday amount but we will not be liable topay you any compensation. For the purpose of this clause 48, “unavoidable and extraordinarycircumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak ofserious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditionswhich make it impossible to travel safely to the travel destination. Please note that your right to cancel inthese circumstances will only apply where the Government or Foreign and Commonwealth Office advises againsttravel to your destination or its immediate vicinity.

49. If we change or cancel your Package Holiday

As we plan your holiday arrangements many months in advance we may occasionally have tomake changes or cancel your booking and we reserve the right to do so at any time.

Changes: If we make a minor change to your holiday, we will make reasonable efforts toinform you as soon as reasonably possible if there is time before your departure but we will have no liabilityto you. Examples of minor changes include alteration of your outward/return date by less than 12 hours, changeof accommodation to another of the same or higher standard.

Occasionally we may have to make a significant change to your confirmed arrangements.Examples of “significant changes” include the following, when made before departure:

  1. A change of pitch area for the whole or a significant part of your time away.
  2. A change of pitch to that of a lower standard or classification for the whole or asignificant part of your time away.
  3. A change of outward departure time or overall length of your arrangements by morethan 12 hours.

Cancellation: We will not cancel your Package less than 10 weeks before your departuredate except for reasons of Events Beyond our Control or failure by you to pay the final balance.

If we have to make a significant change or cancel, we will tell you as soon as possibleand if there is time to do so before departure, we will offer you the choice of:

  1. (for significant changes) accepting the changed arrangements; or
  2. having a refund of all monies paid; or
  3. if available and where we offer one, accepting an offer of an alternative holiday(we will refund any price difference if the alternative is of a lower value).

You must notify us of your choice within 7 days of our offer. If we do not hear fromyou within 7 days, we will contact you again. If you fail to respond again, we will assume that you have chosento accept the change or alternative booking arrangements.

Compensation. In addition to a full refund of all monies paid by you, we will pay youreasonable compensation, in the following circumstances:

  1. If, where we make a significant change, you do not accept the changed arrangementsand cancel your booking;
  2. If we cancel your booking and no alternative arrangements are available and/or wedo not offer one.

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

*IMPORTANT NOTE: We will not pay you compensation in the followingcircumstances:

  1. where we make a minor change;
  2. where we make a significant change or cancel your arrangements more than 10 weeksbefore departure;
  3. where we make a significant change and you accept those changed arrangements oryou accept an offer of alternative travel arrangements;
  4. where we have to cancel your arrangements as a result of your failure to make fullpayment on time;
  5. where the change or cancellation by us arises out of alterations to the confirmedbooking requested by you;
  6. where we are forced to cancel or change your arrangements due to Events Beyond ourControl (see clause 42).

If we become unable to provide a significant proportion of your holiday after you havedeparted, we will, if possible, make alternative arrangements for you at no extra charge and where thosealternative arrangements are of a lower standard, provide you with an appropriate price reduction.

50. Our Responsibility for your Package Holiday

  1. We will accept responsibility for your Package holiday as an“organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set outbelow and as such, we are responsible for the proper provision of all travel services included in yourPackage, as set out in your confirmation invoice. Subject to these terms, if we or our suppliers negligentlyperform or provide those travel services and we don’t remedy or resolve your complaint within areasonable period of time, and this has affected the enjoyment of your Package you may be entitled to anappropriate price reduction or compensation or both. You must inform us without undue delay of anyfailure to perform or improper performance of the travel services included in your Package. Thelevel of any such price reduction or compensation will be calculated taking into consideration all relevantfactors such as but not limited to: following the complaints procedure as described in these terms and theextent to which ours or our employees’ or suppliers’ negligence affected the overall enjoymentof your holiday. Please note that it is your responsibility to show that we or our supplier(s) have beennegligent if you wish to make a claim against us.
  2. We limit the amount of compensation we may have to pay you if we are found liableunder this clause:
    1. Loss of and/or damage to any luggage or personal possessions and money: themaximum amount we will have to pay you in respect of these claims is an amount equivalent to the excesson your insurance policy which applies to this type of loss per person in total because you are assumedto have adequate insurance in place to cover any losses of this kind.
    2. Claims not falling under (a) above and which don’t involve injury,illness or death: the maximum amount we will have to pay you in respect of these claims is up to threetimes the price paid by or on behalf of the person(s) affected in total. This maximum amount will onlybe payable where everything has gone wrong and you or your party has not received any benefit at allfrom your booking.
    3. Claims in respect of travelling arrangements:
      1. You agree that the operating carrier or transport company's own'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you,we rely on the terms and conditions contained within those 'Conditions of Carriage'. You acknowledgethat all of the terms and conditions contained in those 'Conditions of Carriage' form part of yourcontract with us, as well as with the transport company and that those 'Conditions of Carriage'shall be deemed to be included by reference into this contract.
      2. When making any payment, we are entitled to deduct any money which youhave received or are entitled to receive from the transport provider for the complaint or claim inquestion.
  3. Where any payment is made, the person(s) receiving it (and their parent orguardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue anythird party and must provide ourselves and our insurers with all assistance we may reasonably require.
  4. Where it is impossible for you to return to your departure point as per the agreedreturn date of your Package, due to “unavoidable and extraordinary circumstances”, we shallprovide you with any necessary accommodation (where possible, of a comparable standard) for a period of upto three nights per person. Please note that the 3 night cap does not apply to persons with reducedmobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance,provided we have been notified of these particular needs at least 48 hours before the start of your Package.For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare,acts of terrorism, significant risks to human health such as the outbreak of serious disease at the traveldestination or natural disasters such as floods, earthquakes or weather conditions which make it impossibleto travel safely back to your departure point.

51. Insolvency Protection for Package Holidays. The Association of Bonded Travel Organisers TrustLimited (ABTOT) provides financial protection under The Package Travel and Linked Travel ArrangementsRegulations 2018 for Parkdean Resorts UK Limited, membership number 5431, and, in the event of our insolvency,protection is provided for non-flight packages.

ABTOT

ABTOT cover provides for a refund in the event you have not yet travelled orrepatriation if transportation was included in your package. Please note that bookings made outside the UK areonly protected by ABTOT when purchased directly with Parkdean Resorts UK Limited.

In the unlikely event that you require assistance whilst travelling due to ourfinancial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of anABTOT protected travel company.

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here:https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents

52. Prompt assistance for Package Holidays

If, whilst you are on holiday you find yourself in difficulty for any reason, we willoffer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you withappropriate information on health services and local authorities and finding alternative travel arrangements.Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we willnot be liable for the costs of any alternative travel arrangements or other such assistance you require. Anysupplier may however pay for or provide refreshments and/or appropriate accommodation and you should contactthem directly. Subject to these terms, we will not be liable for any costs, fees or charges you incur in theabove circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements.Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty iscaused intentionally by you or a member of your party, or otherwise through your or your party’snegligence.

SECTION C: ADDITIONAL TERMS APPLICABLE TO DIRECTDEBITS

This section only applies to bookings that are beingpaid by direct debit.

53. Paying by directdebit. When you choose to pay by direct debit,you’re agreeing to pay for your holiday in monthly instalments by setting up a direct debit payment plan.This option may not be available on all holidays. The details you provide in relation to the direct debitpayment plan, including the bank account details, must be those of the person making the booking.

54. Payment dates. Where youchoose to pay by direct debit, the timeframes for paying the balance of yourholiday may vary from those set out in clauses 3 and 4, provided that all direct debits instalments arecollected successfully. You will be able to choose a monthly payment date from the options we make available toyou. A payment schedule will be sent to you confirming the dates your direct debit instalments will becollected.

55. Paying a deposit You maybe required to pay a deposit when you book your holiday. This deposit must bepaid at the time you book your holiday and cannot form part of your direct debit payment plan.

56. Changes to yourbooking If you want to make any change to your holidaybooking that results in additional charges or fees, these charges or fees must be paid at the time and cannot beincluded in your direct debit payment plan unless otherwise agreed by us.

57. Changes to your directdebit Once your direct debit payment plan has been setup, it may not be possible for you to make any changes to it without cancelling it and setting up a new directdebit payment plan. If your direct debit is cancelled, clause 59 will apply.

58. Where we are unable to collect your directdebit We will attempt to collect your direct debitinstalments on the dates shown in the payment schedule sent to you. If we can’t collect payment for anyreason, we reserve the right to cancel your direct debit payment plan. We will let you know if we have beenunable to collect a direct debit instalment and also if your direct debit payment plan has been cancelled. Whereyour direct debit payment plan is cancelled for any reason, the balance of your holiday must still be paid inaccordance with clause 60.

59. Cancelling your directdebit If you want to cancel your direct debit paymentplan, you must give us at least five (5) working days’ notice. A working day is a day other a Saturday,Sunday or public holiday in England. Any direct debits instalments that are scheduled to be collected duringthis five (5) working day notice period will still be collected from your bank account. Where your direct debitpayment plan is cancelled for any reason, the balance of your holiday must still be paid in accordance withclause 60.

60. Paying the balance of yourholiday

Where your direct debit plan is cancelled more than 10 weeksbefore the start of your holiday:

  1. if you have only paid a discounted deposit, you will need topay the difference between the discounted deposit and the standard deposit (as detailed in clause 3) withinseven (7) days of your direct debit plan being cancelled and the final balance of your holiday must be paid10 weeks before the start of your holiday;
  2. if you have paid more than the standard deposit (as detailed inclause 3), the final balance of your holiday must be paid 10 weeks before the start of your holiday.

Where your direct debit plan is cancelled less than 10 weeksbefore the start of your holiday you must pay the full balance of your holiday within seven (7) days of yourdirect debit plan being cancelled.

Any failure to make a payment in accordance with this clause61 may result in your holiday booking being cancelled and cancellation charges being applied as detailed inclause 37.

61. Withdrawal of direct debitscheme We reserve the right to withdraw or change thedirect debit payment scheme at any time.

62. Direct DebitGuarantee Payments you make are covered by the DirectDebit Guarantee. If you receive a refund you are not entitled to, you must pay it back to us when we or ourdirect debit processor ask you to.

63. Direct Debit Provider The direct debit scheme is administered on our behalf by Eazy Collect Services Limited.Eazy Collect Services Limited is authorised and regulated by the Financial Conduct Authority for the provisionof payment services (registration number 730815).

64. Processing your data Allthe data collected through the direct debit payment processing system is mandatoryto allow such processing and/or confirm such payment processing is in accordance with our direct debitprocessor’s policies and with applicable law. Without such information, the processing cannot be carriedout. The information to be collected, stored, processed, and/or transferred for direct debit payments mayinclude (as applicable): name, e-mail address, address, bank account number and sort code, and joint accountholder’s name.

65. Questions? If you have anyquestions about your direct debit instalments, you might find the answeryou’re looking for on our website. For further information please contact us via the ‘ContactUs’ tab on our website, or using the details below.

How to contact us. If you need to contact us ourdetails are set out in clause 45.

Parkdean Resorts UK Limited registered in England and Walesregistered number 5729719, VAT number 741848416. Registered Office: One Gosforth Park Way, Gosforth BusinessPark, Newcastle upon Tyne, NE12 8ET