Terms & Conditions

0. Preamble

 

Please read the following Booking Conditions; on confirming a booking with us, you are deemed to have accepted these conditions.

1. Payments & Bonding

 

For bookings made more than ten weeks prior to the start date of the holiday a deposit of 30% of the booking cost is payable. The balance is due ten weeks prior to the start of the holiday.

For bookings made within ten weeks of the start date of the holiday, full payment is due at time of booking.
NB 1) We will not bank monies sent as payment for any booking until we are able to confirm that booking.
NB 2) Credit card payments carry a surcharge of 1.5%. Any extra costs over and above normal bank charges created by a client’s method of payment will be charged to the client.
A binding contract will come into force between us and you at the time we send you our confirmation invoice, and until then we shall be under no liability to you whatsoever.
Bonding 
As a member of the Association of Bonded Travel Organisers Trust Limited (ABTOT), Casas Cantabricas (ABTOT No. 5253) has provided a bond to meet the requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992.In the event of Casas Cantabricas’ insolvency, protection is provided for non-flight packages commencing in and returning to the UK and other non-flight packages excluding pre-arranged travel to and from your destination.  Please note that packages booked outside the UK are only protected when purchased directly with Casas Cantabricas.In the above circumstances, if you have not yet travelled you may claim a refund, or if you have already travelled, you may claim repatriation to the starting point of your non-flight package.

 

2. Holiday Prices and Surcharges

 

We reserve the right to change any of the prices, services or other particulars shown on our website at any time before entering into a contract with you. You should therefore check all details of your holiday including the price at the time of booking.
We will not make any currency surcharges on the costs of accommodation once booked, nor will we impose any surcharge less than 30 days before departure.
Surcharges may be imposed to cover increases in transportation costs, in accordance with the booking conditions of service providers and also where travel arrangements are affected by any government action. We will not impose any surcharge less than 30 days before departure. In addition, if surcharges become necessary before that time, we will absorb an amount up to the first 2% (excluding any amendment charges) of any surcharges that apply.
Should a surcharge mean paying more than 10% of the holiday price, you will be entitled to cancel your holiday with a full refund of all monies paid to us except for any amendment charges. Should you decide to cancel because of this, you must exercise your right to do so within 14 days of our invoice showing the surcharge.

 

3. Changes or Cancellations Made by you

 

If you wish to make changes or additions to your confirmed booking, you should notify us as soon as possible; we may make an amendment charge for such changes, and will charge for any travel booking changes in accordance with the charges made by the suppliers.
If you have to cancel your holiday, please telephone to notify us and follow your call with written confirmation of your cancellation. Please see cancellation charges below.
If you are unable to proceed with a confirmed booking, you may transfer the booking to another person who satisfies all applicable conditions. Additional costs arising from the transfer (an amendment fee of £50.00, and charges imposed by suppliers) will be charged to the original client.
– Cancellation Charges
(i) More than 56 days prior to the start of the holiday: the deposit paid on accommodation.
(ii) 56 to 28 days prior to the start of the holiday: 50% of accommodation costs
(iii) Less than 28 days: full accommodation costs
NB Any cancellation charges made by the suppliers of e.g. ferry travel, where applicable, will be added to the above charges.
It is your responsibility to take out adequate insurance cover for your holiday at the time of booking. In the event of cancellation we will supply you upon request with a cancellation invoice for any insurance claim.

 

4. Changes or Cancellations Made by us

 

While we are unlikely to have to do so, we reserve the right to make changes to your holiday arrangements after we have confirmed your booking; if we do have to do so, we will inform you as soon as is reasonably possible and will make suitable alternative arrangements. If it is a minor change, we will do our best to notify you, but we are under no obligation to do so or to pay you compensation. If it is a major change, or if we have to cancel your holiday before the departure date, we will try our utmost to make suitable alternative arrangements e.g. if the property you have booked becomes unavailable, we will try to find you suitable alternative accommodation. Should you decide that the changed arrangements are not suitable we will refund all monies paid. In addition, in appropriate cases, and on the assumption that the full balance has been paid, we will also pay you compensation on the following scale:
Within 14 days of departure £30.00 per person
Within 14 to 28 days of departure £20.00 per person
Within 28 to 56 days of departure £10.00 per person


5. Your Responsibilities to us

 

– Before your Holiday
At the time of booking you should inform us accurately of your party details, including number of people plus any special requirements.
You should let us know in reasonable time of any changes to your holiday plans eg number of people, planned arrival/departure dates and times, special requirements, made after your booking has been confirmed.
– On Holiday
It is your responsibility to take due care of your holiday accommodation, with its contents and amenities, booked through us Any damage or breakages should be reported to the hotel manager, or failing that to us, and you will be charged accordingly.
NB We reserve the right of ourselves, the tour operator, and any of our servants, agents or suppliers to exclude a client from the holiday if, at any point, in their opinion, the client’s behaviour is such that it has caused, is causing, or is likely to cause damage, distress or inconvenience to other guests, local residents, or property. If a client’s conduct affects our relations with any service provider, we may hold you liable for any costs or losses resulting.

 

6. Our Responsibility to you

Package Bookings

Except as set out below, we do not sell or offer for sale any “packages” or act as an “organiser” within the meaning of the Package Travel, Package Holidays and Package Tours Regulations 1992 (“the Regulations”) and the Regulations do not apply to any booking you may make.
A “package” will be created where you book one of our properties and at the same time also book your ferry or car hire through us. Where this happens, you will still have a contract with the individual service providers of the services which make up the package and in addition in accordance with the Regulations, you will have a contract with Casas Cantabricas for these services. NB No package will be created where you book one of our properties and at a later stage book add a ferry booking or car hire.
Where a package is created, additional or alternative terms will apply to your booking as set out in these following booking conditions.
We accept liability under Regulation 15(1) of the Package Travel, Package Holidays and Regulations, set out in sub-paragraph (i) below, the limitations set out in sub-paragraphs (ii) to (iv) below, and the condition precedent set out in sub-paragraph (v) below.
i) When you suffer any loss, damage, personal injury or death as a result of our failure to perform or improper performance of the holiday contract we shall be liable to pay you compensation, except where the cause of failure is not our fault or that of our servants, agents or suppliers, and is your own fault, or the actions of someone unconnected with your holiday arrangements, or due to unusual or unforeseeable or events which neither we nor our servants, agents or suppliers could have reasonably anticipated or reasonably avoided even with the exercise of due care.
ii) We are permitted to limit the amount compensation we will pay you in the event of a claim. Where any claim arises out of loss or damage suffered during the course of air travel, rail travel, sea travel, road travel or hotel accommodation, the amount you will receive will be limited in accordance with the provisions of any relevant International Conventions, namely the Warsaw Convention 1929 (including as amended by the Hague Protocol 1955), the Berne Convention 1961, the Athens Convention 1974, the Geneva Convention 1973 and the Paris Convention 1962.
iii) Under Regulation 15(4), we are entitled to limit the amount of compensation we will pay you in the event of a claim, where that claim concerns damage other than personal injury. We will do our best to assess the appropriate sums due to you in the circumstances of your particular claim at the time it is made.
iv) Any sums received by you from suppliers, such as from airlines or ferry companies, will be deducted from any sum paid to you as compensation by us. Further, if we pay you any compensation, you shall, if required by us in writing, assign to us any rights of action that you may have against any third party who was in any way responsible for the failure to perform or improper performance of the holiday contract.
v) It is a condition precedent of such acceptance of liability that you follow the procedures for the notification of complaints set out above.
vi) Other than as set out above in paragraphs (i) – (v), and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you in respect of any personal injury or death or in respect of any other damage which you suffer arising directly or indirectly from any aspect of any holiday arrangements booked with us.

– Force Majeure
Compensation will not be considered appropriate in cases where a major change has to be made as a result of force majeure.
Force majeure is unusual and unforeseeable circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid even with all due care, and examples of which are war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire or adverse weather conditions, level of water in rivers, or other similar events beyond our control.

 

7. Problems or Complaints During your Holiday

 

If a problem arises with or you feel that you have a justifiable complaint about the accommodation booked through us, we ask that if possible you first try to sort it out with the owner/manager. If this is not possible or does not resolve the issue, then you should phone our local representative or agent as soon as possible on (00 34) 881240033.
If you cannot contact our local representative/agent within a reasonable time, or if the response of that person or the relevant service provider is not satisfactory, then telephone our UK office 00 44 (0)1223 328721. You must give us reasonable time to try to help you.
If the problem is not satisfactorily resolved at the time, you should write to us within 14 days of your return from your holiday. Please note sub-paragraph (v) under Tour Operator’s Liability, and details of the AITO Independent Dispute Settlement Service, given below.
Unfortunately some problems such as those arising from the climate (water shortage, storm damage etc) are beyond the control of service providers/ourselves. Whilst we cannot be liable for these problems, we will do our best to help.
Travel Delay
If you suffer a transport delay at the outward or homeward point of departure, we will endeavour to offer what help we reasonably can. We will not be responsible for supplying any extra accommodation or refreshment; the relevant transport provider may do so.

 

8. Excursions, Local Activities and Special Requests

 

Please note that we do not provide excursions or activities. Our local representatives may, at your request, make arrangements for excursions or activities locally on your behalf. If they do so, the contract for the provision of the excursion/activity will be between you and the supplier of the excursion/activity and not between you and Casas Cantabricas. Therefore we have no liability whatsoever for anything which may go wrong on the excursion/activity.
We are pleased to try and help our clients with any special request that they may have, but cannot guarantee that we will be able to meet all such demands.

 

9. Law and Jurisdiction

 

Your contract with us and any matters arising from it shall be subject to English law and to the jurisdiction of the Courts of England and Wales.
Please Note:
– Insurance You must have adequate holiday insurance with an insurance agent of your own choice; this should be taken out at or before the time of booking. All EU citizens should also carry an EHIC card with them on holiday.
– Passports/Visas
British and other EU citizens require a full passport for travel to Spain. If you are from outside the EU, you will need to check on whether you need a visa. Spain is in the Schwengen group of countries. There are no health requirements.