Booking Terms and Conditions
for trips in the UK
Your Contract will be with PGL TRAVEL LIMITED, Company number 01191534 of Alton Court, Penyard Lane, Ross-on-Wye, Herefordshire, HR9 5GL (“we”, “us“ or “ours”).
- Tel: 0333 321 2100
- Email: email@example.com
The following booking conditions, together with our privacy statement (www.pgl.co.uk/privacy) and any information that we send to you in regard to your booking, form the basis of your Contract with us (your “Contract”).
In these booking conditions, “you” and “your” means the lead name (and authorised representative of the school, where applicable) and all persons named on the booking (including anyone who is added or substituted at a later date) and any one of them, as applicable.
The lead name shall be responsible for the administration and correspondence in regard to the booking and warrants that they are the parent or legal guardian (where applicable) and/or otherwise have the authority to make the booking (and any amendments and/or cancellations) on behalf of all the persons named on the booking (or the school, where applicable). The lead name shall be liable for:
- the full payment of any Deposits and balances;
- the payment of any amendment fees or cancellation charges;
- confirming all group member details to us;
- passing on to all persons in the booking of any and all information issued by us including, without limitation, our booking confirmation and these booking conditions; and
- the conduct of the persons in the booking (see clauses 9 (Our Liability), 14 (Behaviour and 15 (Supervision)).
In making a booking with us, you are regarded as having read, understood and agreed to these booking conditions.
When you make your booking, you must pay the non-refundable deposits (and final balance payments) for each paying member of the party, as set out below:
|Initial Deposit||payable 4 weeks after booking|
|Passenger Confirmation Payment
(formerly "Interim Deposit")
|payable 12 weeks after the initial Deposit|
|Final Balance Payment||payable 8 weeks before your departure date|
Your booking is confirmed and a Contract between us exists when we issue a booking confirmation to you, on receipt of your Initial Deposit. Your provisional booking and booking confirmation will state when your Initial Deposit (if applicable), Passenger Confirmation Payment and Final Balance Payment is due.
Please check your confirmation invoice carefully and advise us immediately of any incorrect or incomplete information. It is also important to ensure you update us with any changes to your passenger numbers no later than 8 weeks after your Initial Deposit due date in order to take advantage of our flexible passenger cancellation terms, up to 20% of your total paying group size can be cancelled free of charge. After this point, a Passenger Confirmation Invoice will be issued and cancellation charges will apply for individual cancellations.
The sum of the Initial Deposit and the Passenger Confirmation Payment shall, collectively, be the “Deposits”. If you make a booking with us within 4 weeks of departure, the full balance will be payable at the time of making your booking.
If the Initial Deposit, Passenger Confirmation Payment or Final Balance payments are not paid on time, we reserve the right to cancel your travel arrangements and retain the Deposits.
Payment can be made by cheque (made payable to PGL Travel Limited), BACS transfer (Account Name: PGL Travel Limited, Sort Code: 15-10-00, Account Number 21552286) or by credit/debit card.
For school bookings, prices are valid for party members in full-time education, aged up to 18 years on the day the booking commences, unless otherwise specified. Accompanying adults over and above the free-place allowance may join the booking at a supplementary charge.
You, or any member of your group, may cancel your travel arrangements at any time. In the event of cancellation by a paying member more than 8 weeks before your course, the Initial Deposit and Passenger Confirmation Payment may be transferred to a substitute member. However, if this is not possible, then the Initial Deposit and Passenger Confirmation Payment will be retained by us. For cancellations made less than 8 weeks prior to your course, the payments made may be transferred to a substitute member, but we reserve the right to charge an administration fee of £25, plus any direct costs incurred. However, if a transfer is not possible, please write to us immediately giving full details.
If it is not possible to transfer the place to another suitable person, or a group member wishes to cancel without transferring their booking, then the cancellation charges set out below shall apply:
|Number of days PGL receives notification of cancellation||Cancellation charge (as % of total cost per paying group member – excluding any amendment fees)|
|56-29 days before your arrival date||60%|
|28-15 days before your arrival date||80%|
|14 days or less before your arrival date||100%|
If any cancellation brings the number in your group below the minimum number required to qualify for a particular price, then the total price payable for the booking will be adjusted accordingly based on the lower number of group members (which will result in an increase per paying passenger). Please note that cancellation charges may be reclaimed, via insurance, provided that the cancellation occurs within the terms of the policy.
If, after our booking confirmation has been issued, you wish to change your booking in any way, for example your arrival date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to your booking must be made in writing by the lead name and the effective date of any change shall be the date that written notification is received by us.
An administration charge of £25 will be charged for making the change, in addition to any costs and/or charges incurred by us in making the change. You should be aware that these costs could increase the closer you are to the departure date and you should therefore contact us as soon as possible.
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.
Occasionally we have to make changes or cancel your booking and we reserve the right to do so at any time. Most changes will be minor and will be advised at the earliest possible date. If we make a major change to your booking, we will inform you as soon as reasonably possible, if there is time before your arrival, and we will:
- offer you a suitable alternative accommodation, where we are able to offer you one (you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive);
- if we are not able to offer you a suitable alternative (at our sole and absolute discretion) we will refund the money you have paid to us.
We will not be liable for any loss, damage, costs or other expenses you may incur as a result of your booking being changed or cancelled, or in terms of any other arrangements you have made with other providers under separate Contracts.
Except where otherwise expressly stated in these booking conditions we will not be liable for any damage, loss, costs or other expenses incurred by you - or pay you compensation - where the performance or prompt performance of our Contractual obligations to you are prevented, or affected by – or you otherwise suffer any damage, loss or expense of any nature – as a result of unavoidable and extraordinary events (Force Majeure Events).
Force Majeure Events are events that neither we nor the suppliers of any service(s) in question could, even with all due care, foresee or avoid. Force Majeure Events include, without limitation, war (whether actual or threatened), civil unrest, riot, strife, terrorist activity and/or its consequences or the threat of such activity, health risks, infectious disease, epidemics and pandemics and government measures to combat such outbreaks, riot, the act of any government or other national or local authority or the act of any airport, port or river authorities, unforeseeable technical problems with transport, airport, port or airspace closure restriction or congestion; flight or other travel restrictions imposed by any government, regulatory authority or other third party; industrial dispute, sanctions, lock closure, natural or nuclear disaster, fire, flood, adverse weather conditions, volcanic eruption, chemical or biological disaster and all similar events outside our or the concerned supplier’s control.
You must inform us, without undue delay, of any issues in regard to your booking - please see clause 18 (Complaints) for how to make a complaint in destination.
We will not be liable or pay you compensation for any injury, illness, death, loss (for example loss of possessions or loss of enjoyment), damage, expense, cost or other claim of any nature or description that results from:
- the accommodation not being provided as booked due to circumstances beyond our control;
- where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you;
- the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party;
- the act(s) and/or omission(s) of a third party not connected with the provision of your booking;
- where you incur any loss or damage that relates to any business activity;
- any loss or damage that relates to any services which do not form part of our contract with you (including, without limitation, any additional services or facilities booked and arranged by you directly, including any activity, tour or excursion you purchase in destination from a third party; or any services that are not provided by us or our suppliers as part of your Contract that may include services provided near to where you are staying such as water sport providers, beach vendors, shops, massage and other spa therapies and sporting facilities).
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of the cost of your booking. This limit does not apply to cases involving death or personal injury. This maximum amount will only be payable when you have not received any benefit at all from your booking.
Any claim for loss of and/or damage to any luggage or personal possessions (including money), on any basis, must be made to your travel insurers in the first instance. In the event that we are found liable for any uninsured loss of and/or damage to any luggage or personal possessions (including money) on any basis, the maximum amount we will have to pay you in respect of these claims is £300 per person. Any payment is subject to your producing appropriate proof of the contents and value of the luggage or personal possessions concerned and demonstrating that you have taken proper care of your property.
In the event of a complaint the applicable laws and standards, together with our Contract, will be used as the basis for reviewing your complaint. If services in question were provided in accordance with the applicable laws and standards, the services will be treated as having been properly provided. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any applicable service provider or under any applicable convention for the complaint or claim in question.
You must provide our insurers and ourselves with all assistance we may reasonably require. You must also tell us and the supplier concerned (where applicable) about your claim or complaint. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with our insurers and us, if our insurers or us want to enforce any rights that are transferred. Any notification of a claim shall be strictly in accordance with the complaints procedure set out in these booking conditions.
Both you and us acknowledge the ongoing COVID-19 global crisis and accept our respective obligations to comply with any official guidance from governments or local authorities in the UK.
We will have no liability 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 circumstances:
- if you, or anyone in your booking, test positive for COVID-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have COVID-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. If you have to cancel your booking, we will impose our standard cancellation charges as at the date of cancellation by you. You may be able to claim these costs back from your travel insurance.
If this happens whilst you are at the accommodation, notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, the costs of return travel or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you.
- if you fail any tests, checks or other measures imposed by a supplier, government body or local authority or fail to submit for testing or assessment when requested to do so and, as such, you are denied access to the services or you are otherwise unable to proceed with the booking, or that portion of the booking.
You also acknowledge that either PGL or any suppliers providing activities or equipment, or facilities, including activity and excursion providers will need to comply with national and/or local guidance and requirements relating to COVID-19 and may have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks, social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation and limited entertainment and food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of your booking and all measures will be taken with the purpose of securing your safety and those around you.
Where your booking is for accommodation only or, after selecting and paying for your accommodation, you book additional travel services for your trip or holiday via us, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, we will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant service provider.
However, if you book any additional travel services during the same visit to our booking website, the travel services will become part of a linked travel arrangement. In that case we have, as required by the Package Travel and Linked Travel Arrangements Regulations 2018, protection in place to refund your payments for services not fully performed because of our insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.
We have taken out insolvency protection by way of a bond with ABTA under membership number V2683. You may contact ABTA or, where applicable, the competent authority (ABTA, 30 Park Street, London, SE1 9EQ Tel: 020 3117 0500 or www.abta.com) if the services are denied because of our insolvency. This insolvency protection does not cover Contracts with parties other than us, which can be performed despite our insolvency.
Excursions or evening entertainments that you may choose to independently book and pay for are not part of your booking with us. As such, your Contract for those bookings will be with the operator or provider of the excursion or evening entertainment. We shall not be liable for any loss, damage, cost or other expense incurred by you as a result of such bookings.
You must ensure that you keep informed of all travel advice, as well any health, vaccination or testing requirements that may be applicable before your arrival date. Information is available via the FCDO and NaTHNaC websites. Whilst we can provide general information in regard to your booking, it remains your responsibility to check the requirements before you travel and it is your responsibility to ensure that all the people in your booking are in possession of all necessary travel documentation (including, without limitation, vaccination certificates and any other required documentation), before your departure.
We cannot accept any liability if you are not in possession of the correct travel or other documentation and/or certifications.
We expect all guests to have consideration for other people. If, in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the booking of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not be liable or pay for any loss, damage, cost or other expense incurred as a result of the termination.
If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation concerned for the cost of the damage before the end of your stay (if the cost has been established by then) or as soon as it has been established (if later). You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation or any third party as a result.
The lead name and the other adults accompanying the group shall, at all times:
- act 'in loco parentis' for their group and, in particular, in regard to any minors in the group;
- ensure that the group are adequately supervised;
- ensure that the group takes into account their personal safety whilst in destination so as not to put themselves or others at unnecessary risk including, without limitation, ensuring that the group members:
- take care when out during the hours of darkness;
- do not go out alone;
- do not put themselves in risk situations;
- are not intoxicated or under the influence of any other substances and, in any event, shall not permit anyone under the age of 18 to consume alcohol;
- are aware of their behaviour and actions in the context of their surroundings;
- ensure that no members of the group smoke in any smoke-free places or behave in any other way which may cause a fire hazard;
- ensure that the group wears lap belts provided for any journeys by coach;
- ensure that the group or any members of the group do not break any laws.
Any special requests must be clearly notified to us in writing. We do our best to meet any special requests made by you and ensure that these are forwarded to the appropriate persons. We cannot guarantee, however, that special requests will be fulfilled and failure to do so does not constitute a breach of Contract with you. Special requests will only be held to form part of the Contract between you and us when they have been confirmed in writing to be guaranteed by us.
If members of your booking have additional requirements as a result of (without limitation) reduced mobility or a disability; or any special dietary or cultural requirements; please provide full details at the time of booking. You must also update us in the event that your circumstances change, in this regard, before you travel.
If you have a problem with any aspect of your booking course, please inform the accommodation centre manager as soon as possible who will endeavour to rectify the situation at the time. In the unlikely event of your compliant not being resolved, please follow this up within 28 days of your return home by writing to our Customer Relations Team via email (CustomerRelations@pgl.co.uk), giving your booking reference and all other relevant information. Please keep your email concise and to the point. This will assist us to identify your concerns quickly and speed up our response to you.
If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were at the accommodation and this may affect your rights under this Contract.
We are obliged to maintain a high standard of service to you under ABTA’s Code of Conduct which also offers a scheme for the resolution of disputes (approved by the Chartered Trading Standards Institute) in the unlikely event that we cannot resolve a complaint that you may have. Further information on the Code and ABTA’s assistance in resolving disputes can be found at www.abta.com
It is a condition of booking with us that you have adequate insurance in place for the duration of your stay from the time of booking. Please refer to your quote, provisional booking and/or booking confirmation which will detail whether insurance is included in the accommodation price. Please familiarise yourself with the cover provided, you must also provide a copy of the policy to each member of your group, accompanying staff and parents/guardians of the students (where applicable).
It is your responsibility to ensure that you have adequate insurance cover to protect you and your group against the need to cancel your tour and/or provide assistance if group members are injured or ill, and that the insurance cover you purchase is adequate for your needs.
These booking conditions may be varied by us at any time and at our sole discretion. Any new booking conditions will be published on our website and will have immediate effect.
Your booking is governed by English Law, and the jurisdiction of the English Courts.
Updated 24 February 2023.