Booking Information and Conditions for Real Family Holidays
Your contract for Real Family Holidays will be with Field Studies Council
(hereinafter referred to as FSC)
Booking
Bookings can be made through the Real Family Holidays website
www.real-family-holidays.org or by contacting the Centre of your choice (contact details available on the Real Family Holidays website) See the online booking process
If the dates and/or Centre that you choose are full and we are unable to offer you a suitable alternative we will enter your name on a waiting list and inform you if space becomes available.
Please note that we don't charge for under two year olds (age at the time of arriving on your holiday) but please let the location know the total size of your family. See our Frequently Asked Questions for more information about bringing babies/toddlers.
Deposits
Full payment is required to confirm bookings on holidays costing under £100 in total.
A deposit of £50 per person is required to confirm bookings on holidays costing £100 in total and above, unless the deposit amount will exceed the cost of the holiday in which case the full amount is payable on booking.
The deposit is accepted as a first instalment of the charge and is not refundable.
If a booking cannot be accepted, notification and refund of any deposit will be sent as soon as possible.
If you pay the full balance of the holiday at the time of booking the first £50 per person is classed as the deposit.
Balance of holiday payment
An invoice for any outstanding balance will be sent to you at least 5 weeks before the start of your holiday. The balance of payment is due at least 28 days before the start of your holiday. If payment is not received at this time, FSC reserve the right to cancel your reservation, in which case normal cancellation terms will apply. If you anticipate a delay in making your full payment please inform the Centre you are visiting.
Guests from Overseas
The balance due date for guests paying from overseas is 28 days before the start of your holiday. Guests from overseas should pay only in STERLING by one of the following methods:
a. By credit card – we accept most Visa, Mastercard and Switch cards
b. By STERLING draft from your bank which should be sent direct to us. Do not send drafts direct to our bank as they may arrive without a name making them impossible to identify.
c. Direct to our Giro account: number 556 2252
d. By Eurocheque
PLEASE NOTE:
1. In each case please include information about the holiday dates and centre booked.
2. For method ‘d’ a surcharge of up to £15 may be made at the centre to cover bank transfer charges.
3. Please do not pay in a foreign currency by personal cheque as this can result in delay and additional expense.
Amending bookings
If, after your booking has been confirmed, you wish to change the dates or location of your holiday we will make every effort to meet your requirements. Alterations made by you less than 28 days before the start of your holiday will be treated as a cancellation of the original date/location and a new booking for the different date/location. Cancellation charges (see below) may apply.
Cancellation
If it is necessary for you to cancel your booking, please inform the Centre in writing as soon as possible. Cancellation is effective from the date your letter is received at our offices and may be subject to cancellation charges as follows:
a. The deposit is automatically forfeit if the booking is cancelled by the customer for any reason
b. If cancellation is made less than 28 days before the start of the holiday, whether deliberately or by default, the balance of the holiday must be paid in full, a condition which is accepted when the booking is confirmed.
No refunds are available for bookings of less than £50.
Voucher codes
Voucher codes must be applied at the time of making your booking, they cannot be added at a later date.
Only one discount (voucher or other) can be applied per booking.
Other changes
Reductions cannot be made in respect of late arrival, early departure or absence during any period of the holiday.
Acceptance of bookings
FSC reserves the right to refuse any booking without stating a reason.
Travel and cancellation insurance
FSC has negotiated a blanket insurance policy with a leading insurer which offers reasonable comprehensive cover in respect of both cancellation and personal belongings, and also includes personal accident, legal liability and medical emergency/emergency travel expenses cover. This cover is automatically provided to all eligible FSC bookers at no extra cost. Details will be sent once you have booked.
If you are unsure if you are covered, or would like to arrange increased cover, do not hesitate to ask for advice from the Centre.
Other Information
Consumer Protection
As a member of the Association of Bonded Travel Organisers Trust Limited (ABTOT), FSC has provided a bond to meet the requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992.
In the event of 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 FSC. 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.
Amendments
The activities available are subject to amendment. FSC reserves the right to alter the free and paid for activities if and as circumstances dictate.
FSC cancels a holiday only after careful consideration, but reserves the right to do so if numbers booked have failed to meet a minimum requirement for the Centre or for other exceptional reasons. In this event, customers will be informed as soon as possible. They will be refunded any monies paid in respect of that holiday. FSC will not be liable for any additional cost or expense.
Late Availability
Call any FSC Centre direct for information on late availability. We will be happy to check if vacancies are available and process your booking as quickly as possible.
Travel
Centres can sometimes arrange for a minibus or a taxi service to meet particular trains if requested. Please ask the Centre for information. For those travelling by car, full location details will be forwarded well in advance.
Departure
Rooms must be vacated by 09.30 on the day of departure, unless special arrangements are made with the Centre.
Special Diets
All FSC Centres provide vegetarian options on request. Please let the Centre know if you have vegetarian or other special dietary requirements. Centres, where possible, will make all the necessary arrangements.
Guests with Disabilities
FSC welcomes disabled guests. Please check with each Centre on its suitability prior to booking. Our Centres in The Lake District, Highlands and Yorkshire Dales have purpose-built accommodation and facilities for people with wheelchairs.
Physical Fitness
Some activities may require a satisfactory state of health to take part. The Centre reserve the right to not allow participants to take part in a particular activity if they feel it is impossible or inadvisable to do so.
Smoking
FSC Centres are all non-smoking. Smoking is not permitted inside any of our buildings or in our minibuses.
Pets
We regret we do not have facilities for pets and therefore cannot normally accept them at our Centres. However, we are able to make special arrangements to accommodate guide dogs.
Customer Satisfaction
Complaints
In the unlikely event of cause for complaint you must notify the Head of Centre during your stay so that he or she may investigate and/or remedy the matter without delay. If the problem remains unresolved and you wish to write to us at Head Office after the holiday then this must be done within 14 days of your departure. We will investigate the grievance and reply at the earliest opportunity.
Liability
No responsibility can be accepted for any loss of or damage to guests’ property or motor vehicles, or for injury or loss sustained whilst travelling in such motor vehicles except where caused through the proven neglect of FSC. The safekeeping of guests’ property, including money and valuables, must remain the responsibility of guests unless items are specifically handed to FSC Centre management for safe custody and a receipt obtained. Parents or Guardians undertake to accept full responsibility for and supervision of their children at all times. FSC will not accept responsibility for any aspect of holidays, including services and facilities offered by an external supplier, or for any loss, damage or expense of the guest which is due to adverse weather conditions, industrial dispute or any other cause beyond the control of FSC.
Code of Conduct
Guests booking with FSC should be prepared to abide by our code of conduct with regard to safeguarding the natural environment and must also agree to follow the safety instructions of our tutors at all times during activities. Participants of actvities each have a legal responsibility to take all reasonable precautions to maintain their own safety and not to endanger other members of the group.
Our Service to You
FSC endeavours at all times to offer and provide a quality service and we will accept responsibility should our services prove deficient or not of a reasonable standard. We have tried to ensure that this website has all the information you need to book the right holiday. Should you have any queries, or special requirements not covered here, please contact the Centres directly, where our staff will be happy to help. Any comments on this website will be most welcome, as will any suggestions for improvement – please contact:
[email protected]
