Booking & payment
- BOOKING AND PAYMENT
A1. YOUR RESERVATION
A.1.1 Bookings are taken on the basis that they are made by a Group Leader named on the booking. When you make a booking and pay your initial payment or deposit we will reserve your arrangements in accordance with these Booking Conditions. We may send you an acknowledgement of your booking via email/WhatsApp or verbally. Any such acknowledgement simply indicates that we are dealing with your booking request and is not a confirmation of it.
A.1.2 Please check your Booking Confirmation together with all other documents we send you, as soon as you receive them. Contact us immediately if any information which appears on the Booking Confirmation or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes further down the line. We regret we cannot accept any responsibility if we are not notified of any inaccuracies in any document within 24 hours of our sending it out. Whilst we will do our best to rectify any inaccuracies notified outside these time limits, you will be responsible for any costs and expenses involved in doing so.
A.1.3 Any agreement or booking is with the Group Leader as shown on the Booking Confirmation. Unless you advise us to the contrary we will assume that every member of your group is over 21 years of age. If this is not the case and some members of your party do not fall into this age category, please check with us that the events you book can accommodate the younger members of your party. If this is not checked prior to your booking and you encounter problems during your arrangements, we cannot be held liable.
A.1.4 The Group Leader is responsible for ensuring that other members of his/her party are aware of these Booking Conditions and that they consent to him/her acting on their behalf in dealings with us.
A.1.5 The Group Leader is responsible for the reservation and for ensuring that all monies due for a booking are collected and paid on time by the members of the group. The Group Leader assumes all responsibility to settle the balance of the package or activities for a confirmed booking before the final balance due date.
A2. OUR PRICE POLICY AND PAYMENT TERMS
A.2.1 We reserve the right to alter prices shown in any brochures or on any website and we will inform you of any price changes prior to the issue of our Booking Confirmation. Once our Booking Confirmation has been issued then, save in the case of manifest or system error, the price shown on the Booking Confirmation shall apply and no surcharges or other fees will be levied save where expressly provided for in these Booking Conditions.
A.2.2 When you make your booking the Group Leader is required to pay a non-refundable initial payment of at least £50 or such other figure that may be agreed during the sales process. During the sales process, the group leader will secure all the group places. Unless a different timescale for payment is confirmed by us the final balance of the total price of your arrangements must be for the group at least 40 days prior to the package commencing. It is the Group Leader’s responsibility to make sure that all payments are made by members of the group by the due date for payment.
If your package is due to commence within 40 days of your booking then the total price shall be payable at the time of booking and numbers will be confirmed at the point at which we accept your booking and receive payment.
Payments for your package can be paid via an agreed method of payment being card, PayPal online or cash on resort subject to a set date.
A.2.3 Payments made online or by phone will have no surcharges accept PayPal were we will require 4% to be added to all PayPal payment to cover the PayPal charge.
A.2.4 Save where these conditions otherwise expressly state all initial payments, part payments, payment instalments, treatment fees, theatre or show tickets, administration and service fees are non-refundable and non-transferable. If you opt to make a payment on behalf of another guest or guests in your group you agree the same.
A.2.5 Where your arrangements consist of a number of activities then discounts may be applied to the total price of the arrangements. Such discounts will only apply where all the activities are included and if you, or a member of the group, decide not to take up a particular activity then we reserve the right to alter the monies due for the remainder of the activities included within the original package.
A.2.6 All prices are inclusive of value added tax or similar sales tax.
Changes & Cancellation
- CHANGES AND CANCELLATION BY US
B1. IF WE CHANGE YOUR ARRANGEMENTS BEFORE DEPARTURE
B1.1 We hope and expect to be able to provide you with all the services we have confirmed to you in our Booking Confirmation. We plan arrangements in advance using our own and independent suppliers such as venues, hotels, activity suppliers etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a “Significant Change” we will endeavour to advise you as soon as reasonably possible. A Significant Change includes, purely by way of example, a significant change of booking destination.
B1.2 In the case of a Significant Change before your departure we will provide you with three alternatives:
B1.2.1 alternative arrangements of equivalent or of closely similar (‘like for like’) standard and price, if available, or
B1.2.2 alternative arrangements of a lower standard together with a refund of the difference in price; or
B1.2.3 cancel the particular arrangements effected with a full refund of all monies paid.
B2. IF WE CANCEL YOUR ARRANGEMENTS
B2.1 In the unlikely event we need to cancel your arrangements we will tell you as soon as possible. If we have to cancel your arrangements we will provide you with three alternatives:
B2.1.1 alternative arrangements of equivalent or of very closely similar standard and price, if available, or
B2.1.2 alternative arrangements of a lower standard together with a refund of the difference in price; or
B2.1.3 cancel the particular arrangements effected with a full refund of all monies paid.
B2.2 We regret that some packages shown on our website or in our brochures can only be operated if a sufficient number of people book onto the group booking. If there are insufficient numbers booked on your group, we have the right to cancel the arrangements in question or require an increase in the total payable by each person in the group. If we have to do so, we will tell you as soon as reasonably practicable and in any event prior to the package starting. Where we cancel for lack of numbers in accordance with this clause, no compensation or other amounts (for example, the return of monies paid or the cost of any connected travel arrangements you have made independently) will be payable.
C CHANGES AND CANCELLATION BY YOU
C1 IF YOU CHANGE YOUR BOOKING
C1.1 If you want to change your arrangements in any way you must inform us in writing, via email, as soon as possible. We will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and the booking conditions of suppliers.
C1.2 Where we can make a change, we will charge for any additional services, facilities, or other items changed, at the price which applies on the day the change is made. In addition, we will also apply an administration charge of £75 to change the date, time or location of the booking.
It is not possible to transfer your booking to a start date more than three months after your original package start date without incurring cancellation charges.
Cancellation charges may also apply as well as us retaining the monies already paid where changes are made after the date when final payment is due.
C1.3 Any discount or special offer you may have received at the time your original booking was made may be altered or reduced whenever changes are made if such discount or special offer has since been altered, reduced or withdrawn. Discounts agreed on a specific package price will only be applied to those group members participating in the full package.
C1.4 If you have paid supplements for accommodation and the number of people in your accommodation changes less than 40 days prior to the package start date, you may have to pay extra.
C1.5 You may not change arrangements chosen from our brochures or websites to special offer packages such as any featured in promotional publications, without incurring cancellation charges. Such a change would necessitate the cancellation of your existing arrangements (and be subject to our cancellation charge) and the re-booking of new arrangements at the price applying on the day the re-booking is made.
C1.6 Subject to availability persons may join your group less than 40 days prior to the start date but there will be an administrative fee of £30 per additional name, such fee being in addition to the package costs, which will be payable immediately.
C2 IF YOU CANCEL YOUR BOOKING
C2.1 The Group Leader has the right, as agent for the remaining members of the group, to cancel the arrangements for all members of the group. If you wish to cancel all or part of your booking, you may do so at any time up to 40 days prior to the start date of your package but you will lose all monies paid on the booking. Within 40 days of the start date if some or all of your party cancel their booking or we are entitled to treat your booking as cancelled in accordance with these Booking Conditions, we may also levy a cancellation. These charges are based on the estimated cost of cancelling your arrangements and the expenses and losses we are likely to suffer if we cannot resell the package.
C2.2 If you or anyone included within your booking is unable to attend for any reason, partial monies paid against the space will be retained and are non-transferable, but where possible, a new guest may be invited instead. The new guest must pay for their space in full. If a full place payment has been made against the original name, the terms of the contract have been met and it may be possible to transfer the place on the booking of the person(s) concerned to someone else/other people suggested by you and acceptable to us subject to the following:
C2.2.1 The Group Member in question must opt to cancel their booking confirming that they are happy for their funds to be transferred to a new guest. We must receive this notification at least 40 days before departure for a name change to be possible.
C2.2.2 If the change can be made, you, or the new guest, will be required to pay amendment fees as noted in Clause C1.7 together with any extra costs we incur or are asked to pay in order to make the change.
C2.2.3 Anyone who travels in place of anyone who was originally due to travel agrees to these Booking Conditions and any other requirements which apply to the booking. If the full cost of the travel arrangements should already have been paid when the change is requested, this must be paid before the change can be finalised.
C2.3 If any person on the booking cancels and you cannot fill that person’s place, you may have to pay additional supplements for your accommodation. For example, you may have to pay single or under-occupancy supplements.
C2.4 If you do cancel, you must still pay any amendment charges, which arose before the cancellation, and any required monies towards any pre-booked items or services.
D CHANGES AND CANCELLATION CHARGES
The following sets out the sums payable to us or you in the event of Significant Changes or cancellation. These sums are not payable where we have to make a Significant Change or cancel your arrangements as a result of:-
(a) matters outside of our control when clause E shall apply or
(b) where your booking was accepted “subject to availability” or similar, and the arrangements are not available
Period before start date of package in which notice of cancellation or Significant Change is received:
More than 40 days
Amount you will receive from us if we make a Significant Change – Return of initial payment only
Amount you will receive from us if we cancel – Return of any paid monies only
Cancellation Charge if you cancel – Retention any paid monies
Between 40 days and 7 days
Amount you will receive from us if we make a Significant Change – Return of monies paid for arrangement affected by significant change
Amount you will receive from us if we cancel – Return of monies paid
Cancellation Charge if you cancel – 50% of total price for each person in the group who cancels owed and retention of any monies paid.
Less than 7 days
Amount you will receive from us if we make a Significant Change – Return of monies paid for arrangement affected by significant change
Amount you will receive from us if we cancel – Return of monies paid
Cancellation Charge if you cancel – 100% of total price calculated as by each person in the group who cancels owed and retention of any monies paid.
NOTE “total price” means the total price payable x by each person for the arrangements excluding any fees payable for any changes made by you to your booking
Limitation of our Liability to you
- LIMITATION OF OUR LIABILITY TO YOU
E1 We will not be liable where any failure in the performance of the contract / booking is due to:
E1.1 you; or
E1.2 a third party unconnected with the provision of the arrangements and where the failure is unforeseeable or unavoidable; or
E1.3 unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.
E2 Should you or any member of your group suffer illness, personal injury or death attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, we will offer you such advice, guidance and assistance as is reasonable in the circumstances.
E3 transfers booked as part of your package. Transfers are booked on behalf of the group, and as such, the transport provider’s insurance and conditions apply. We cannot accept any responsibility or liability whatsoever for traffic congestion, road accidents, adverse weather conditions, compliance with requests of the police, customs or other government officials and security services, or other matters outside our reasonable control and will not be liable for any inconvenience or loss incurred caused by a breakdown or unforeseen delay.
E4 Unless otherwise expressly indicated by us in writing, For any excursion or other tour that you book, We are not responsible for the provision of excursions suppliers or tour or for anything that happens during the course of its provision by the excursions suppliers/suppliers.
F YOUR RESPONSIBILITIES
F1. SPECIAL REQUESTS
If you have a special request, we will do our best to help, but we cannot guarantee it except as set out below. Please advise us of your request at the time of booking and make sure that we are given as much detail as possible. If your special request is vital to your arrangements, it must be specifically agreed with us before or at the time you book. We will comply with any special request which we have specifically agreed and confirmed in writing. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a special request on your Booking Confirmation or on the acknowledgement of your booking or any other documentation is not confirmation that the request will be met.
Unless and until specifically confirmed in writing all special requests are subject to availability. If any additional cost is applicable, it must be paid for immediately.
F2. YOUR DOCUMENTATION
F2.1 You are responsible for ensuring that you and all other persons included in your group satisfy all passport, visa, travel insurance and health certificate requirements and we accept no responsibility for any refusal of travel or entry into any destination or for any liabilities, losses, delays or expenses incurred through any irregularity in such documentation. If you have any queries with regard to documentation and insurance requirements you must raise them with us well in advance. This includes sufficient photo ID for venues requiring proof of age where we can accept no liability for refusal of entry, on this or any other grounds.
In the event we are asked to re-issue tickets that have been lost, destroyed or stolen and we agree to do so, any charges incurred as a result of this will be payable by you.
F3. HEALTH PRECAUTIONS
F3.1 Some of our packages involve strenuous activities. It is your responsibility to ensure that you and your group members have the levels of health and fitness required for any particularly strenuous activities.
F3.2 You must provide us with full details of any existing medical or physical problem (including unusual height or weight) or disability that may apply to any member of your group and which affect your arrangements (including, in particular, any accommodation requirements) at the time of booking. If in our reasonable opinion, your chosen arrangements are not suitable for the medical or physical problem or disability or you are not travelling with someone who can provide all assistance that may be required, we have the right to refuse to accept the booking or you may not be able to participate in certain events in which event we shall not be liable for any losses or compensation arising. If you do not give us full details of any medical or physical problem or disability at the time of booking, we can also cancel the booking when we find out the full details if in our reasonable opinion the arrangements are not suitable in the circumstances. If we cancel in this situation, monies paid towards the event will be non-refundable and cancellation charges must be paid by the person concerned.
F4.1 It is your responsibility to make sure you have suitable insurance in place prior to travel. We cannot be held responsible for any costs you incur as a result of failing to have suitable insurance in place prior to travel.
If you are unable to attend all or some aspect of your package for any reason outside of your control, and you have the appropriate cover in place, we will be happy to provide you with a Statement of Payments Received to support an insurance claim, but please note that we are unable to confirm or deny your participation in the event.
F4.2 If you participate in sports and activities whilst travelling, whether or not organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to ensure that such activities are covered by your insurance policy.
You must be responsible for the behaviour of yourself and your group, for the duration of the booking process and the event itself. We can refuse to accept you as a customer or refuse to continue dealing with you and/or any other member of your party by terminating your arrangements if behaviour is or is likely to be, in our reasonable opinion, or in the reasonable opinion of any accommodation supplier or other person in authority, disruptive, upsetting or dangerous to yourself or anyone else or if you or any member of your party have caused or are likely to cause damage to property. This includes but is not limited to the possession and consumption of illegal substances by any members of the group, which is strictly prohibited during all aspects of the itinerary.
We will not pay any refund, compensation or other sum whatsoever or any costs or expenses incurred by you if we have to terminate your arrangements due to such unacceptable behaviour. In this situation we will then have no further responsibility for you or any other member of your party (including any return travel arrangements) and reserve the right to pass the contact details of the group leader to the provider in location, in order that they can attempt to recoup any charges they deem to be due in relation to damages caused by you, in line with clause below.
Please be aware that if you have accommodation included in your package, you are likely to be charged a refundable security bond on arrival. It is at the discretion of the accommodation provider to decide upon reasonable deductions for any damage incurred directly by your group, during your stay.
F6. ACTIVITY TIMINGS AND LOCATIONS
Our itineraries and or confirmed booking confirmation via email, WhatsApp or other are designed for you to achieve maximum enjoyment from your arrangements. The general advice and timings provided must be adhered to at all times and failure to do so may result in your group being unable to participate in particular activities. We cannot be held liable should you fail to follow our advice or adhere to our planned timings. You are required to contact us immediately if any information which appears on the Provisional Itinerary and/or Final Itinerary, confirmation email, WhatsApp or other or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes further down the line.
Please note on occasion certain activities such as dance classes and cocktail making will not confirm the venue until around one week prior to the activity commencing and as a result your itinerary may be sent without the location and will be confirmed to you nearer to the date of the activity in question taking place.
Accommodation when booked will be priced on the initial number of guests in your group as you have confirmed. If this number of guests changes and we are able to make a change subject to the conditions here in these terms and condition the price will change.
F8. ACCOMMODATION AND ACTIVITY LOCATIONS
We define a “centrally located hotel” or similar as one approximately ten minutes’ drive or less from the respective city centre. We define an acceptable distance for an activity to be within one hour’s drive or less from the city centre. If the arrangements we are holding for you fall outside of this, you will be informed at the point of booking.
F9. REFUND POLICY
If we confirm that a refund is due for an aspect of your booking, we will endeavour to process this within 14 working days, wherever possible.
- IF YOU HAVE A COMPLAINT
G.1.1. If you have cause for complaint whilst on the package, you must bring it to the attention immediately of our reps and contact our our 24 hour emergency support number with details 0034683434996. They will do their best to rectify the situation. If your complaint is resolved locally, any formal refund or compensatory agreement made, including the provision of replacement arrangements to which you agree in location, will not be reconsidered or additionally compensated by us upon your return.
G1.2. If your complaint is not resolved locally, or you wish to make a formal complaint about the service you have received from us, please send your comments in writing within seven days of your return home, either via email to firstname.lastname@example.org or by post to JUST FK IT S.L. Calle Lepanto 22, Benidorm, Alicante, Spain 03503. Please give your booking reference and all other relevant information, keeping your account concise and to the point in order to assist us to quickly identify your concerns and speed up our response to you. Our customer services team will investigate the issues raised.
H1. CHANGES DUE TO CIRCUMSTANCES BEYOND OUR CONTROL
We will not be liable to pay any compensation if we are forced to cancel or in any way change your arrangements as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity.
H2. DATA PROTECTION
Information about you and members of your party, including your names, contact details and any special needs, disabilities or dietary requirements is collected by us when you request information or make a booking with us. We will ensure that all such data is stored securely and in accordance with UK data protection legislation. We may disclose this information to our service providers (who may be located outside the UK/EEA) for the purpose of providing you with your arrangements. Only information necessary for this purpose will be disclosed to them. Where email addresses have been provided for your group, we will send them transactional communications, such as payment reminders and receipts. We will contact you, as group leader for the booking, with any necessary information relating to your booking, via email, phone, WhatsApp or SMS.
H2.1. By booking with us in the role of group leader, you agree to your name and email address being shared with any guests (‘group members’) that you choose to invite as members of your group the sole purpose of them being able to communicate with you about the booking, for which you assume responsibility.
- ONLINE BOOKINGS
I1.1 We will confirm your booking by way of a booking confirmation by email, phone or WhatsApp, which we aim to provide wherever possible, within 24 business hours for bookings made Monday to Friday, and 48 business hours for bookings made Saturdays, Sundays and public holidays.
I1.2 Activity dates and start times will be allocated to you by us, unless you have requested a specific date and/or start time in writing, via the ‘notes’ field, when placing your payment. Please note that some activities have a pre-assigned start time, which will be made apparent to you when selecting the activity.
We will aim to secure the selected activities for your requested dates and times, however due to external demand, this may not always be possible. Confirmation of the dates and times we have been able to secure for you will be outlined in your booking confirmation. If your specified dates and times are unavailable, We will aim to secure the closest possible alternative. If it is deemed necessary, We will contact you with any significant date and time changes before securing the arrangements with the supplier(s).
Accommodation room types and rates are not guaranteed until your we can confirm these with the supplier(s) directly, so on rare occasions, room types and rates may change, and we will contact you as soon as possible to inform you of the amended details. If these do not suit your group’s requirements, we will look to amend your accommodation reservation subject to availability and requote your package price accordingly.
I1.3 A binding contract comes into existence only when we send a booking confirmation to you via Email, Phone, WhatsApp or othertype of social media messenger. Any prior acknowledgement of your booking simply indicates that we are dealing with your booking request and does not constitute confirmation of it.
You must check your booking confirmation carefully and contact us immediately if any information appears to be incorrect or incomplete, as it may not be possible to make changes further down the line.
We regret that we cannot accept any responsibility if we are not notified of any inaccuracies in your booking confirmation or any document we may send you, within 24 business hours of our sending it out. If you do not contact us within this timeframe, we will make the fair assumption that you are happy to proceed with your booking as detailed. Whilst we will do our best to rectify any inaccuracies highlighted outside of this timeframe, you will be responsible for any costs incurred from such rectifications.
I2. Changes and alterations immediately after placing your booking
I2.1 If your desired accommodation is not available, we will look to secure you a reservation at a premises which we deem to be a ‘like for like’ alternative, that is, of a similar standard and price. If this alternative does not suit your group’s requirements, we will look to amend your accommodation reservation subject to availability and requote your package price accordingly.
I2.2 If your selected activity/activities are not available, then your booking will be processed without the affected activity/activities, or with an alternative which we deem to be a ‘like for like’ alternative of a similar standard and price.
Should we be unable to offer you what we deem to be a suitable activity alternative we will look to:
- secure alternative arrangements of a lower standard together with a reduction in package price of the difference in price and a refund of any overpayments towards this element of the package; or
- remove the arrangements affected from the package with a reduction in package price for the difference in price and a refund of all monies paid towards this element of the package
I2.3 If we are unable to fulfil all elements of your requested package we will look to:
- offer alternative arrangements which we deem to be a ‘like for like’ alternative of a similar standard and price; or
- offer alternative arrangements of a lower standard together with a reduction in package price for the difference in price and a refund of any overpayments towards this element of the package; or
- cancel the booking with a refund of all monies paid