Our Fair Trading Pledge

Your contract is with Leisure Estates International Ltd. trading as White Mountains.

Your Holiday Contract

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of you and all members of your party the terms of these booking conditions. A contract will exist on the date of issue of our Holiday Statement. Telephone or website quotes are subject to written confirmation by our Holiday Statement. If there is an obvious error on the Holiday Statement we reserve the right to correct it, as soon as we become aware of it, but we will do this within 7 days of issuing the Holiday Statement, or if departure is within 7 days, no later than 24 hours before departure. If any of the changes are not acceptable then you will be sent a full refund. Advance payment is required where a request for flight seats or accommodation is made on your behalf, and such payment constitutes a commitment to proceed with the booking if your request is confirmed. Such payment is non refundable (including cancellation) unless your request cannot be fulfilled. It is essential that you, and where applicable your travel agent, check all details shown on your Holiday Statement for accuracy as this forms the basis of your contract. In the event of any discrepancy, please contact us or your Travel Agent immediately. For all flights with scheduled airlines or No Frills carriers the conditions of carriage and the appropriate fare conditions apply. This contract is made on the terms of these booking conditions and general information which are 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 wish.

Brochure & Website Accuracy

Our programme is planned many months in advance and whilst every effort is made to ensure the accuracy of our brochure and website, inevitably prices and information may change and errors can be made. You must ensure that you check all details of your chosen holiday including the price with us at the time of booking. We reserve the right to make changes to information and prices within our brochure or website and will advise you of changes fundamental to the contract when you book or when they are known to us. If any facility detailed in our brochure or website is essential to the enjoyment of your holiday you must advise us at the time of booking and in writing of the �Special Requests� At times certain advertised facilities, including mountain resorts, may not be in operation and we may have no prior notification of the same.

Your Financial Protection

We are a member of ABTA, and also hold ATOL number 5806 issued by the Civil Aviation Authority, which provide for your protection in the unlikely event of our insolvency.

Your Holiday Price

We reserve the right to raise or lower our prices at any time prior to booking. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. When you make your booking you must pay a deposit of �100 per person (including infants). The balance of the price of your travel arrangements must be paid at least 10 weeks before your departure date. If you book within 10 weeks of departure date or on certain holidays where it is necessary to secure specific facilities, you must pay the total price of the holiday at the time of booking. If the deposit and/or balance is not paid in time, we reserve the right to cancel your travel arrangements and apply the cancellation charges set out within these Booking Conditions. Any monies paid to a travel agent are held by him on our behalf at all times. Balance payments made by credit card will be subject to prevailing credit card charges, which at the time of going to press were 1.95% (Visa and Mastercard) or 2.5% (Amex). Commercial credit cards are charged at a higher rate.

The price of your travel arrangements was calculated using exchange rates quoted in the Financial Times �Guide to World Currencies�

The price of your travel arrangements can be varied due to changes in: transportation costs e.g. fuel, scheduled airfares and any other airline surcharges which are part of the contract between airlines (and their agents) and the tour operator / organiser, Government action such as increases in VAT or any other Government imposed increases, currency in relation to adverse exchange rate variations. In the case of any small variation, an amount equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges, will be absorbed or retained. For larger variations this 2% will still be absorbed for increases but not retained from refunds. However, 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 or other protection in place. In either case there will be an administration charge of �1.00 per person together with an amount to cover agents� commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you may cancel your travel arrangements with a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the Holiday Statement. Whether you cancel or not you will also be entitled, on the terms set out in respect of significant changes, to accept an offer of alternative travel arrangements from us, if we are able to do so, and compensation as set out below.

In exceptional circumstances, charges may be imposed on us by government, other authorities or third parties which are of a type not normally applicable to our operations, but which have the effect of increasing the cost of your transportation (for example, but not limited to insurance premium supplements or additional security costs triggered by terrorism). In such circumstances, we require you to pay all such charges attributable.

Alterations by You

If, after our Holiday Statement has been issued, you wish to change your travel arrangements in any way, we will do our utmost to make these changes, but it may not always be possible and certain changes may be treated as a cancellation (at the applicable charges set out in these booking conditions) and rebooking. Alterations cannot be made within 10 weeks of departure and any such request for an alteration will be treated as a cancellation and will be subject to cancellation charges. 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 a minimum administration charge of �25 per person, 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. Certain travel arrangements cannot be changed after a reservation has been made and any alteration request will incur a 100% cancellation charge. Where it is possible to meet your request the total holiday cost will be recalculated in accordance with any new arrangements taking into account under occupancy supplements, flight supplements, any applicable cancellation fees or other extra charges payable and a new Holiday Statement issued.

Cancellation by You

You, or any member of your party, may cancel your travel arrangements at any time. Cancellation takes effect from the date we receive in our offices written notification (we recommend that you send your letter by Recorded Delivery) from the person who made the booking or your travel agent on your behalf. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges shown in the chart below. In addition certain suppliers apply 100% cancellation charges earlier than 56 days prior to departure. In those cases if you cancel you will be responsible for 100% of those elements of your holiday and in addition you will be responsible for the charges below which will be levied on the remaining holiday costs. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. The term �Total holiday cost� in the table means the total cost payable by the person(s) cancelling. Cancellation charges exclude any amendments fees levied and insurance premiums paid which are not refundable.

Period of notification before Departure date when your cancellation notification is received in writing.	Cancellation Charge expressed as a % of total holiday cost.
56 days or more 42-55 days 31-41 days 15-30 days 14 days or less	Deposit 50% 70% 90% 100%

If any member(s) of your party cancel and the remaining person(s) travelling occupy the original accommodation booked, then in addition to the cancellation charge payable by the person(s) cancelling, an under occupancy charge may be payable by those still travelling.

Cancellation and Alteration by us

Alterations to our holidays are very rare and are normally due to amendments to travel schedules imposed by the airlines. Flight timings shown are given for guidance only and may change. However, we must reserve the right to make changes to brochure and holiday details at any time due to circumstances out of our control or for technical reasons, and in exceptional circumstances, cancel your holiday. Where we have to make a change or cancel your holiday we will immediately contact you or your travel agent with details. When we make a significant change e.g. a change in flight times which would reduce your holiday duration by 12 hours or more, a change to your U.K airport (except as between Gatwick and Heathrow) or a change in your accommodation to a lower standard or if total cancellation is necessary, we will offer you the choice of:

1. Accepting the new arrangements of a comparable standard offered by us or
2. Purchasing a different holiday subject to availability (and paying or receiving a refund in respect of any price difference) or
3. Cancelling your holiday and receiving a full refund of all monies paid to us.

For a significant change or cancellation we will in addition pay you compensation as detailed below, subject to the following exceptions. We will only make one payment for each full fare paying adult on the booking. Any children not paying the full adult fare will receive 50% of these amounts. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where the change or cancellation is made as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care, which includes �force majeure� as defined below.

Period of notification before Departure date.	Compensation per adult (pro rata for children at reduced rate)
56 days or more 42-55 days 29-41 days 22-28 days 8-21 days 7 days or less	Nil �10 �20 �30 �40 �50

No compensation is payable for minor changes and in all cases our liability is limited to offering the above-mentioned choices and, where applicable these minimum compensation payments. Neither is compensation payable where we make a significant change or cancel more than 10 weeks before departure. We regret we cannot meet any costs or expenses you may incur as a result.

Force Majeure We regret we cannot accept any liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by �force majeure�. In these Booking Conditions, �force majeure� means any event which we or the supplier of the service(s) in question could not, even with all due care foresee or avoid. Such circumstances may include war or threat of war, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, technical problems with transport and all similar events outside our control.

Our Liability to You

We accept responsibility for ensuring that your travel arrangements, which you book with us, are supplied as described in this brochure or website or as changed and accepted by you. If any parts of your travel arrangements are not provided as promised, we will pay you appropriate compensation if this has reasonably affected the enjoyment of your travel arrangements. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of twice the costs of your travel arrangements.

We accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents, suppliers and sub-contractors, whilst acting within the scope of, or in the course of their employment in the provision of your travel arrangements. We will accordingly pay to you such damages as might have been awarded in such circumstances under English Law.

We do not accept responsibility where (a) the fault was yours, another member of your party or someone unconnected with the services we have provided (b) there was no fault on the part of ourselves, our agents or suppliers (c) the fault was due to unusual or unforeseen circumstances e.g. force majeure which with every due care we could not foresee or forestall. Sports, water sports and winter sports organised and arranged independently of ourselves are participated in at the individuals own risk.

If due to adverse weather conditions or other circumstances beyond our control, pre-booked ski / snowboard packages, excursions or tours are not available during your holiday, our liability is limited to a refund of monies paid for such services.

We accept no liability for intermittent failures of public services or utilities over which we have no control, nor of sewerage systems, plumbing or mechanical equipment in accommodation but shall use our best endeavours to arrange prompt repairs.

In respect of travel by air, sea and rail, and the provision of accommodation our liability will be limited in the manner provided by the relevant international convention e.g. Warsaw, Montreal or Athens Conventions. You can ask for copies of these international conventions from our offices at 1 The Point, Rockingham Road, Market Harborough, LE16 7QU. You agree that the transport company�s own �Conditions of Carriage� will apply to you on that journey. When arranging the transportation for you, we will rely on the terms and conditions contained within these international conventions and those �Conditions of Carriage�. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. Under EU Law you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights, full details of which will be publicised at EU airports and are available from airlines. Please note reimbursement is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. If your airline does not comply with these rules you should complain to the Air Transport Users Council, Tel: 020 7240 6061.

Whilst on holiday

In booking holiday arrangements with us you accept responsibility for the proper conduct of yourself and your party whilst on holiday. If in the opinion of any person in authority such as an aircraft captain, accommodation owner or other agent or supplier you appear to be unfit to travel or because of anti-social behaviour are likely to cause a disturbance to other passengers or damage to property we may terminate your holiday arrangements with us. We will not be liable to make alternative arrangements for other accommodation, transfer or repatriation nor will we cover any costs, which you may incur or make any refunds. If your actions or those of any member of your party cause damage to property or person(s) or cause delay or diversion to any flight or other means of transportation you agree to fully indemnify us against any claims (including legal costs) made against us in respect of the same.

The accommodation booked is only for the use of the persons shown on the booking form or Holiday Statement. Sub-letting, sharing, assignment, use for commercial purposes or the movement of furniture, fixtures or fittings is not permitted. The maximum occupancy for each accommodation must not be exceeded. You are responsible for any damage caused to your holiday accommodation, except by persons not known to you or us and unconnected with the contract between us, during your stay and any charges levied by the owner in this respect must be met by you and paid locally.

If after departure we are unable to provide a significant proportion of the contracted services, we will do our best to make suitable alternative arrangements. If we cannot do so or you refuse these for good reasons, we will arrange to transport you to the point our contracted services commenced as soon as we reasonably can.

Personal Injury Unconnected With Your Booked Travel Arrangements

If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your travel arrangements or an excursion arranged through us, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs, benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you or any member of your party to �5,000.

Conditions of Carriage & Rental

The Contractual terms of the companies that provide elements of your travel arrangements will apply to this contract. These may contain terms which affect your rights to compensation. You may ask for copies of the relevant conditions of carriage or rental from our offices.

This brochure or website is our responsibility, as your travel provider. It is not produced on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.

What Happens To Complaints

If you have a problem during your holiday, please inform the relevant suppliers or agents immediately who will endeavour to put things right. If your complaint cannot be completely resolved locally, you must formally register your complaint at the time with the relevant suppliers or agents. In all cases, it is essential that you write within 28 days of the last date on which your holiday arrangements were provided, to the Head of Customer Relations of White Mountains at their Head Office address giving your original booking reference number, all other relevant information and the full details of your complaint. It is therefore a condition of this contract that you communicate any problem and any continuance of any problem immediately, to the relevant suppliers or agents at the time. If you fail to follow this simple procedure this may affect our ability to investigate complaints and may impact on the way your complaint is dealt with, as we have been deprived of the opportunity to investigate and rectify the problem.

Disputes which cannot be settled amicably may be referred to arbitration under a scheme arranged by ABTA but operated by the Chartered Institute of Arbitrators. This provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs.

The scheme does not apply to (i) claims for an amount greater then �5000 per person or �25000 per booking form (ii) claims solely in respect of physical injury or illness, although it does apply to claims including an element of personal injury or illness limited to �1000 per person. Application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within 9 months of the date of return from holiday. Either party has the right to have the arbitrator�s decision reviewed. Details of the scheme can be provided on request.

Passports, Visas & Licences

It is the responsibility of the passengers to ensure that they are carrying the correct and necessary passports, visas and other documents to travel to and drive in the relevant countries. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.