Terms and Conditions
Making Your Booking
Up to 30 days before departure, your booking is guaranteed once we have received it. Less than 30 days before departure we will need to check the holiday’s availability and will come back to you as soon as we can to confirm whether or not the holiday is still available.
Bookings made over 42 days before departure require a deposit of £200 per person by debit/ credit card or bank transfer.
On receipt of your deposit we will send to you by email a booking confirmation preliminary invoice showing the balance due and the date by which the balance must reach us.
The balance must be paid 6 weeks before your scheduled date of arrival (“arrival”) and we reserve the right to regard the booking as cancelled if the balance is not received by then. If this happens we will be entitled to retain any deposit paid and to charge you the relevant cancellation charges detailed below.
A reminder will be sent to you 2 weeks before the balance of your holiday payment is due.
All bookings made within 6 weeks of arrival must be paid for in full on booking and the contract between us comes into existence upon our receiving payment.The party leader is responsible to us for all payments.
Flights are not included in the holiday package as we believe that the introduction of low cost air fares means that our customers should have the opportunity to book their own flights at better prices.
We can assist by advising you of any known low cost opportunities. You may wish to book directly with the airline or an agent and we will give you every help to do so.
The contract for your flights will therefore be between you and the airline or agent rather than with us and will be governed by the terms of the particular airline or agent.
Your Financial Security
We are fully insured with International Passenger Protection Underwriters to protect your holiday payment and for your repatriation in the unlikely event of our insolvency.
We reserve the right to increase or decrease the prices shown on our website and in our advertising literature in line with changes to suppliers’ costs and you will be advised of any changes at the time of booking. After booking we may be forced to increase the price of your holiday due to exchange rate fluctuations, changes to government taxes or fees and the cost of fuel.
We will absorb increases of less than 2% and no increases will be made within 30 days of arrival.
If the increased cost of your holiday is more than 10% you may cancel your booking within 10 days of our notification of the increase to you and receive a full refund except for any insurance premiums or amendment charges.
If after the contract comes into effect you wish to change any details of the booking, a fee of £15 per person will be charged for each amendment plus any other suppliers’ charges.
If you wish to make an amendment within 8 weeks of arrival we reserve the right to treat this as a cancellation to which the cancellation charges below may apply and to treat your revised holiday as a new booking.
Cancellations must be in writing. The letter must be signed by the person who booked the holiday (“party leader”). Cancellation will apply from the date of receipt by us of your written cancellation notice. If we receive your cancellation notice more than 56 days before arrival only the deposit (and any applicable amendment charges or insurance premiums) will be retained. If less than 56 days the following cancellation charges will apply:
31-55 days before arrival 50% of total holiday cost
0-30 days before arrival 100% of total holiday cost
On cancellation within 3 days of receipt of the booking confirmation and Terms and Conditions under Clause 2(c) you will be entitled to be refunded 75% of the deposit payment. If the reason for cancellation is within the terms of your holiday insurance policy you may be able to recover the cancellation charges from the insurer.
If the cancellation is by part only of the party and we gave you a group discount we may cancel all or part of the discount.
If we make a significant change to your holiday e.g. change of accommodation we will let you know as soon as possible and you may then either accept any alternative offered to you or a full refund (excluding any amendment charge or insurance premiums).
We will not be liable for any alterations, delays or cancellations brought about by war, threats of war, riots, civil commotion, strikes, disasters, terrorist activities, bad weather, acts of any government or public authority, acts of God or other events outside our control except to refund any monies already paid in the event of cancellation (excluding any amendment charge or insurance premiums) less our reasonable expenses.
Whilst we take every care to properly perform our obligations under the contract and whilst we accept liability for death or personal injury due to the negligent performance of the services under this contract we will not be liable for any damage caused by failures which are the fault of yourself or anybody in your party; failures attributable to third parties unconnected with the provision of services under this contract which are unforeseeable or unavoidable; unusual and unforeseeable circumstances beyond our control or the control of our suppliers which could not have been avoided even if all due care had been exercised or an event which, even with all due care, could not have been foreseen or forestalled.
Except in the cases of personal injury or death caused by our negligence our liability will not exceed any limitations available under local laws or international conventions.
Even in cases where we (nor our agents or suppliers) cannot be found liable we will however endeavour to give prompt and reasonable assistance to you.
We endeavour to provide you with quality accommodation and services but should you have a complaint during your holiday you must contact us, our local representative or the hotel immediately so that prompt efforts can be made to rectify matters. You must not wait until your return.
If the problem cannot be rectified locally you must also write to us within 21 days of leaving the accommodation so that we may investigate the matter further.
If we cannot resolve your complaint within 21 days of receiving your letter you agree that the parties will attempt to settle it by mediation in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure ("the Model Procedure").
It is a condition of booking that you are adequately insured for your holiday. You should be protected against, without limitation, the cost of cancellation and repatriation in the event of accident or illness, medical expenses and other losses which you may suffer on holiday.
Except for personal injury or death caused by our negligence we cannot be liable for any losses which would have been covered by adequate insurance.
Please note that on some occasions certain facilities e.g. swimming pools and entertainment could be withdrawn due to maintenance work, weather conditions, lack of demand or other circumstances beyond our control. Electricity gas and water supplies can fail occasionally.
Passports and Visas
UK nationals require a full ten-year passport to travel. Your passport must be valid for the duration of your trip and please note that some countries require your passport to remain valid for at least 6 months beyond your arrival. Children under 16 must have their own passport unless they are included on their parents’. UK and EC member state passport holders do not require a visa to enter Spain or Portugal. It is your responsibility to comply with passport requirements and, if applicable, to acquire any necessary visas for your holiday. Further information can be acquired from the UK Passport Service on 0870 521 0410 or from its website at www.ukpa.gov.uk.
Please consult your GP before booking or travelling if you have any concerns about health requirements. You will also find useful information in the Department of Health leaflet “T6 – Health Advice for Travellers” or on their website on www.doh.gov.uk/traveladvice/.
Health and fitness
While our tours are generally not strenuous or very physically demanding, we do expect that guests be moderately fit and able to walk for several hours at a time. If you have any health concerns or physical limitations, please contact us to ascertain your suitability to a tour; we will happily furnish you with enough information for you or your doctor to help you make the right decision.
Living Lens’ group tours are typically limited to between 4 to 6 participants. Group travel requires a measure of consideration for, and tolerance of, fellow participants, and a courteous and fair manner is expected of all tour participants. This ensures the successful outcome of the tour, and a positive and memorable experience for all. To this end, we reserve the right to withdraw from the tour, at their own expense, any guests that negatively impact on the tour experience of their fellow participants.
The maximum number of people occupying the accommodation must not exceed the number of people specified on the booking form.
These terms and conditions shall be governed by and construed in accordance with English Laws and you agree to submit to the non-exclusive jurisdiction of the English Courts.