Terms & Conditions
You enter into a booking with us when you provide the payment method for us to issue our confirmation invoice. If you then cancel, there will be cancellation charges. Initially this may only be a deposit, but can go up to 100%.
You can make changes to your booking in certain circumstances. We make a charge for this. We can change and cancel your booking. We’ll pay you compensation in certain circumstances.
We are responsible to you for providing your holiday but there are legal limits.
Voyage Travel Ltd. t/a French Leave Holidays are a Member of Travel Trust Association, number Q7067, for financial protections for non-flight packages and hold an ATOL licence for financial protection for flight inclusive packages, our ATOL number is 11497.
NB read the full terms below for more information and for other important rights and obligations.
Why should I read this?
The following booking conditions form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
In these booking conditions ‘we’, ‘us’, and ‘our’ means, depending on the context, French Leave Holidays. ‘You’ and ‘your’ means all persons named on the booking (including anyone who is added or substituted at a later stage) or any of them as the context requires.
These booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated.
YOUR PACKAGE HOLIDAY BOOKING IS WITH VOYAGE TRAVEL LTD. t/a FRENCH LEAVE HOLIDAYS
1 – OUR DETAILS
Our trading address is P.O. Box 452, Reigate, Surrey RH2 2GJ, our telephone number is 01737 452000 and email email@example.com.
Our registered office address is Goodman House, 13a West Street, Reigate, Surrey RH2 9BL. Our company registration number is 11446281.
2 -YOUR HOLIDAY BOOKING
A contract will exist as soon as you we issue our confirmation invoice. If you book your holiday via a travel agent a contract will exist once you ask the travel agent to confirm the booking on your behalf. This booking is made on the terms of these booking conditions. 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.
3 – PAYING FOR YOUR HOLIDAY
When you make your booking you must pay a deposit of a minimum of £250 per person. The deposit payable may vary according to destination and product. Please note that if your booking includes a flight the price of the flight will be payable in full at the time of booking and forms part of your deposit. The full balance of the price of your travel arrangements must be paid at least 12 weeks before your departure date. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
4 – IF YOU CANCEL YOUR HOLIDAY
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows (see also the exception below)
|Period before departure||Cancellation charge|
|More than 71 days||Deposit only|
|70-53 days||30% of holiday cost or deposit if more|
|52-36 days||50% of holiday cost or deposit if more|
|35-22 days||70% of holiday cost or deposit if more|
|21-15 days||90% of holiday cost or deposit if more|
|14 days or less||100% of holiday cost|
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
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. We will observe advice provided by the UK Foreign & Commonwealth Office.
5 – IF YOU CHANGE YOUR BOOKING
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge of £35, and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: 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.
You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.
6 – IF WE CANCEL YOUR BOOKING
We reserve the right to cancel your booking. We will not cancel less than 8 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance, or because the minimum number required for the package to go ahead hasn’t been reached. An unavoidable and extraordinary circumstance means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. The minimum number required will be provided to you with the holiday description, along with the time limit for us to tell you if the package has to be cancelled.
If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
In the event a refund is paid to you, we will:
|Period before departure in|
which we notify you
|Amount you will receive from us|
|More than 84 days||Nil|
|83 to 29 days||£10|
|28 to 14 days||£20|
|13 to 1 day or in resort||£30|
This does not exclude you from claiming more if you are entitled to do so
7 – IF WE CHANGE YOUR BOOKING
- (a) Changes to the price: We can change your holiday price after you’ve booked, only in certain circumstances:
Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates, mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 days of your departure.
We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and 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: 1) you must do so within the time period shown on your final invoice 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 note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
- (b) 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 insignificant, we will ensure that you are notified about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below.
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.
If you choose to accept a refund:
We will pay compensation as detailed below 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.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
|Period before departure in|
which we notify you
|Amount you will receive from us|
|More than 84 days||Nil|
|83 to 29 days||£10|
|28 to 14 days||£20|
|13 to 1 day or in resort||£30|
8 – OUR LIABILITY TO YOU
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to
a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and
b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention
in respect of the provision of accommodation, which limit the amount of and conditions 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 French Leave Holidays. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
NB this entire clause 8 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
9 – PROTECTING YOUR MONEY
1. Protection for our package holidays that include flights, by way our Air Travel Organiser’s Licence number 11497, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email firstname.lastname@example.org. When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
2. Protection for our package holidays that exclude flights, by way of a trust held by Travel Trust Association, 2 Crown Square, Woking, Surrey GU21 6HR www.traveltrust.co.uk
10 – TRAVEL TRUST ASSOCIATION
We are a member of Travel Trust Association, membership number Q7067.
The Travel Trust Association is a travel trade association. Members consist of travel agents, tour operators and travel organisers. The Travel Trust Association exists in order to protect you, the customer, with 100% financial protection and has been doing so for over 20 years. This means that every penny you pay to members is protected by the Travel Trust Association.
You can book your holiday secure in the knowledge that Travel Trust Association will protect you in the unlikely event of a member becoming insolvent.
Every Travel Trust Association member deposits your money into the Trust Account. A Trust Account is a bank account designated to hold the customer’s money. Your money remains in the Trust Account and is supervised by an appointed trustee who is either a banker, chartered or certified accountant or a solicitor. Both the Travel Trust Association members and the trustees are required to authorise payments from the trust account.
In addition to being held in trust, you also have a financial guarantee from the Travel Trust Association. TTA will guarantee the financial obligation of its members up to a maximum any one passenger of £11,000. So if you paid £2,000 we guarantee we will reimburse the loss of the £2,000 where it is not available for you from the Trust Account.
Therefore, the Trust Account plus the guarantee will ensure that all the money which you have paid is safely protected and available to reimburse the money paid. When you make a booking, you will be supplied with a guarantee certificate.
Should the TTA member become insolvent, in most instances your money will still be held within the TTA member’s Trust Account by the designated Trustee, and available to pay for your holiday. If because of fraud or dishonesty the money is not there, then the guarantee is available to reimburse your loss. In some cases your holiday may continue as the providers or suppliers have already been paid. Where you have only paid a deposit and still have an outstanding balance, your holiday may be unaffected and by paying the balance, your holiday will continue as planned. Where possible, attempts will be made to ensure that you can carry on with your original holiday arrangements.
11 – COMPLAINTS
If you have a complaint about any of the services included in your holiday in the first instance you must inform us by telephone on 01737 452000 or by email at email@example.com without undue delay to enable us to endeavour to put things right.
If it is not resolved, please follow this up within 28 days of your return home by writing to our Customer Services Department at French Leave Holidays, P.O. Box 452, Reigate, Surrey RH2 2GJ giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint whilst on holiday we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking.
12 – 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.
13 – PASSPORT, VISA AND IMMIGRATION REQUIREMENTS AND DRIVING REGULATIONS
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.
It is your responsibility to ensure that if you travel in your own vehicle to France that you comply with local regulations, carry all required documents and other items and ensure that your vehicle is fully insured and has breakdown cover. A useful link to use for the latest requirements is https://www.theaa.com/european-breakdown-cover/driving-in-europe/country-by-country/france-and-monaco
14 – 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, unless it is included in your package and confirmed on your invoice. 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
15 – TRAVEL AGENTS
All monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
16 – INSURANCE
Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
17 – WHERE YOU HAVE BOOKED A CRUISE
The safety of all passengers is of paramount importance to both ourselves and the third-party cruise operator, hence all passengers warrant that they are fit to travel by sea (and if applicable by air) and that their conduct or condition will not impair the safety or convenience of the vessel or aircraft and the other passengers, and that they can be carried safely in accordance with applicable safety requirements established by International EU or national law.
Where you have booked a cruise, in addition to the obligations imposed by this clause you are asked to provide full details at the time of booking if you are unwell, infirm, disabled or have reduced mobility. You are asked to provide full details at the time of booking:
- if you require a special disabled cabin, since there is a limited number of these available and since the third-party cruise operator would like to, wherever possible, accommodate the passenger so that you are comfortable and safe for the duration of the cruise.
- if you have any special seating requirements.
- if you need to bring any medical equipment on board.
- if you need to bring a recognised assistance dog on board the vessel. Please note that assistance dogs are subject to national regulations.
Where you have booked a cruise, the third-party cruise operator has the right to require you to produce medical certificates supporting your fitness to travel. Any passenger with a condition that may affect fitness to travel taking into account the vessel’s itinerary must submit a doctor’s certificate prior to booking.
Where the third-party cruise operator considers strictly necessary for the safety and comfort of the passenger and in order for the passenger to fully enjoy the cruise, it may require a disabled person or persons with reduced mobility to be accompanied by another person who is capable of providing the assistance required by the disabled person or person with reduced mobility. This requirement will be based entirely on the cruise company assessing the need of the passenger on grounds of safety and may vary from vessel to vessel and/or itinerary to itinerary. Passengers confined to a wheelchair are asked to kindly furnish their own standard size collapsible wheelchair and must also be accompanied by a travelling passenger fit and able to assist them.
If you have any particular conditions, disability or reduced mobility which require personal care or supervision then such personal care or supervision must be organized by you and at your expense. The vessel is unable to provide respite services, one-to-one personal care or supervision or any other form of care for physical or psychiatric or other conditions.
Pregnant women are requested to seek medical advice before travelling; at any stage of their pregnancy they must obtain a medical certificate from a doctor confirming their fitness to travel on board the vessel taking into account the specific itinerary.
The third-party cruise operator cruise company will not have on board any of the cruise vessels adequate medical facilities for childbirth. The third-party cruise operator may not accept a booking or carry any passenger who will be 24 weeks pregnant or more by the end of the cruise.
The third-party cruise operator expressly reserves the right to refuse boarding rights to any passenger who appears to be in any advanced state of pregnancy and shall have no liability in respect of such refusal.
If it appears to the Master or the ship’s Doctor that a passenger is for any reason unfit to travel, likely to endanger safety, or likely to be refused permission to land at any port or likely to render the third-party cruise operator liable for maintenance, support or repatriation, then the Master shall have the right to refuse to embark the passenger at any port or disembark the passenger at any port or transfer the passenger to another berth or cabin.
18 – ACTIVITIES
Activity holidays such as boating, walking, cycling and golf incur additional terms and conditions which will be advised to you at the time of booking and will accompany your booking confirmation.
19 – YOUR BEHAVIOUR
All of our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to accommodation provider or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
20 – FORCE MAJEURE
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
21 – 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.