Booking Conditions From date: 1 January 2021
Please read these booking conditions carefully as they, together with the specific information about your confirmed accommodation, form the basis of your contract with Vida Villas (Vida Travel Group Limited)
We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed.
3. MAKING A BOOKING AND PAYMENT:
When you have chosen your accommodation and you make a request to us to book it, you must pay a minimum non-refundable deposit of 30% of the full cost of the booking. In some cases, the accommodation provider may require a higher deposit. In these instances, you will be informed of this at the time of booking. If booking within 10 weeks of departure, you must pay the full cost of your booking when you book. When you pay for your accommodation by credit or debit card, no surcharge is payable except in the following circumstances:
Where either you or your payment service provider is located outside the European Economic Area (EEA);
Where you pay for your booking using a commercial debit or credit card. In these circumstances, we reserve the right to levy a 2.0% handling charge for each payment made by these means.
Travel documents will not be issued until your booking has been paid for in full.
Your booking is confirmed and a contract between us exists when we issue our confirmation invoice/email to you. We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion.
Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. If you have paid a deposit, the balance of the cost of your accommodation is due 10 weeks before departure. If it is not received in time we will cancel your booking and retain your deposit. The cost of your accommodation does not include any extra chargeable services that you may use whilst at the accommodation. These are payable direct to the accommodation provider.
4. YOUR RESPONSIBILITY FOR YOUR BOOKING:
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:-
He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
He/she consents to our use of information in accordance with our Privacy Notice;
He/she is over 18 years of age and where placing an order for services with age restrictions, declares that he/she and all members of the party are of the appropriate age to purchase those services;
He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
He/she notifies us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.
It is your responsibility to ensure that you are adequately insured. It is a requirement that you take out comprehensive insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation) in the event of accident or illness.
6. YOUR ACCOMMODATION:
This is reserved exclusively for the people named on your confirmation/invoice and no other persons are permitted to stay at the accommodation nor can you arrange for visitors to the property for the purpose of events like parties, celebrations or other large gatherings unless this has been agreed with us in writing and appropriate payments made (if applicable). Additional guests will be asked to vacate by us, accommodation supplier or other person in authority. You and all members of your party also agree not to use the property for any illegal or commercial purpose, including subletting it or otherwise allowing anyone to stay in it who we have not previously accepted on your confirmation/invoice. On departure you should leave the accommodation in a reasonably clean and tidy condition so that it can be prepared for the next customers. If additional cleaning has been necessary, a charge will be made locally or an invoice will be sent to you on your return to the UK or ROI. Please note that certain group bookings may only be accepted at selected villas.
7. IF YOU WANT TO CHANGE YOUR BOOKING:
If you wish to change your arrangements in any way after it has been confirmed, (for example your chosen departure date or accommodation) we will do our upmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing or email from the person who made the booking. Where we can meet a request, all changes will be subject to payment of an administration fee based on our increased costs as a result of applicable rate changes and any costs or charges incurred or imposed by any of our suppliers. The amount of the fee will be notified to you before you choose to proceed with any change. If you make a number of changes to the same booking, we will only make a reasonable overall charge. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable. Any changes you make within 10 weeks of your departure will be treated as a cancellation and the cancellation charges shown in the Clause 8 may apply.
8. IF YOU WANT TO CANCEL YOUR BOOKING:
Once your booking has been confirmed, to cancel the booking, the person making the booking must write to our Customer Support department. Our contact details are stated on your confirmation/invoice or you can email firstname.lastname@example.org. Cancellation takes effect on the date we receive your letter/email. If you cancel after we confirm your booking, you must compensate us for losses, as we incur costs from the moment you make the booking. The closer your cancellation is to the departure date, the less likely we are to recover the costs by re-selling the accommodation at the original price. Our cancellation charges therefore increase as the departure date approaches, and you must pay us the sums up to the maximum shown below. The cancellation charge detailed below is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling.
If you have to cancel for a reason covered by your insurance policy, you may be able to recover the cancellation charges. Claims must be made directly to the insurance company concerned. No refunds will be given for passengers not travelling or for unused services.
For all destinations and accommodation types, the following cancellation charges apply:
Date on which written notice of cancellation is received by us:
- More than 10 weeks (70+ days) prior to departure, loss of deposit, insurance premiums and amendment charges (if applicable).
- 69 – 43 days prior to departure, 50% of the cost of your booking or loss of deposit whichever is greater.
- 42 – 0 days prior to departure, 100% of the cost of your booking.
The cancellation charges above have been calculated as a genuine pre-estimate of the losses we would incur in the event you cancelled your booking within the stipulated time period.
For some villa bookings, if the conditions set out below are satisfied, you will be able to cancel your booking either at least 28 days or at least 60 days prior to the departure date without incurring any cancellation charges and you will receive a refund of the amount you have paid for your booking. The conditions that need to be satisfied in order for you to benefit from the free cancellations terms are as follows:
- The villa information page must have referred to the free cancellation terms at the time of your booking;
- The booking must be for a minimum of 3 nights;
- The booking must take place between 1 April 2021 and 31 December 2021;
- The booking must be for accommodation only.
If you cancel your booking less than 28 days or less than 60 days before departure date respectively, you will not be able to benefit from the free cancellation terms and the cancellation charges set out in clause 8 will apply instead.
10. IF WE CHANGE OR CANCEL YOUR BOOKING:
It is unlikely that we will have to make any changes to your confirmed arrangements or cancel them, however we do start planning arrangements many months in advance. Occasionally, we may have to make changes and correct errors on the website and other details both before and after bookings have been confirmed. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.
Changes: If we make a major change to your arrangements, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of accepting the change of accommodation, or you can take any alternative accommodation we are able to offer you (you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive), or a refund of the money you’ve paid to us. In some cases, we will also pay compensation (see below). These options don’t apply for minor changes. Examples of minor changes include, but are not limited to, change of accommodation to another of the same or higher standard, temporary withdrawal of facilities or seasonal unavailability of amenities.
Cancellation: We will not cancel your arrangements less than 10 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance. Unavoidable and extraordinary circumstances means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. If your booking is cancelled you can either have a refund of all monies paid or accept an offer of alternative accommodation of comparable standard and facilities from us, if available (we will refund any price difference if the alternative is of a lower value). Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts are not claimable from us. In some cases we will pay compensation (see below).
For both changes and cancellations, you must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again within the time period stipulated within our notice, we reserve the right to assume you accept the changed or alternative arrangements.
Compensation: If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure.
- If, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
- If we cancel your booking and no alternative arrangements are available.
Period before departure that a significant change is notified to you:
- 70 or more days prior to departure £0 per person
- 69 – 43 days prior to departure £10 per person
- 42 – 29 days prior to departure £20 per person
- 28 – 15 days prior to departure £30 per person
- 14 – 0 days prior to departure £40 per person
Compensation will not, however, be payable and no liability, beyond offering the above mentioned choices, can be accepted where:
- We are forced to make a change or cancel as a result force majeure (see clause 11)
- We have notified you at least 10 weeks before departure; or
- We cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time); or
- We make a minor change; or
- Where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; or
- Where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
11. FORCE MAJEURE:
We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.
12. OUR RESPONSIBILITY FOR YOUR BOOKING:
We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations:
- where the accommodation cannot be provided as booked due to circumstances beyond our control (see the note in clause 11)
- where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
- where you incur any loss or damage that relates to any business activity.
- where any loss or damage relates to any services which do not form part of our contract with you.
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your accommodation. This limit does not apply to cases involving death or injury.
13. COVID-19: LIMITATION OF LIABILITY:
We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.
Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
- If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:
- Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, as well any increase in cost imposed by other suppliers);
- Cancelling your holiday, in which case we will impose our standard cancellation charges as at the date of cancellation by you. You may be able to claim these costs back from your travel insurance.
- If this happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you.
- You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday or that portion of the holiday.
You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion providers, will need to comply with national and/or local guidelines and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.
14. DAMAGE TO PROPERTY:
Bookings are subject to payment of a refundable Damage/Security Deposit, which is applied to and payable at least 7 days prior to departure. This paid by credit or debit card and held in a separate holding account and refunded 7 to 14 days after the end of your holiday.
If you or any member of your party cause any damage to your accommodation or any item in it or on its premises, you and/or your party will be required to pay for the loss and/or damage caused and we will hold you and each member of your party jointly and individually responsible. Full payment for any damage or losses must be paid directly to the accommodation owner or other supplier prior to departure from the accommodation or an invoice in respect of it will be sent to you on your return to the UK or ROI. Where damage has been reported either by the accommodation provider or their representatives the Damage/Security Deposit will be retained by us or local supplier in part payment of the losses you cause. (See also clause 15).
When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the accommodation provider, a person in authority or us, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may occur as a result of your stay being terminated. Subject to clause 14, you and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the accommodation owner or other supplier prior to departure from the accommodation. If you fail to make the payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us
16. CHECK-IN AND CHECK-OUT:
The official time for entry into your accommodation is 16:00 local time. The cleaners have sole access to the accommodation until this time to prepare for your arrival, therefore, entry to the accommodation prior to this time will not be permitted. Check out time for all accommodation is 10:00 local time. Unfortunately, it is not possible to arrange for late check outs.
If you have a problem during your stay, please inform the accommodation provider and our local agent immediately, who will endeavour to put things right. Contact details are provided on your travel documents. You should also try to find a solution whilst you’re there. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us or by emailing Customer Support team at email@example.com giving your booking reference and all other relevant information. Please keep your letter/email concise and to the point. This will assist us to identify your concerns quickly and speed up our response to you. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please bear in mind that we are only liable to compensate you in line with these booking conditions – in particular, clause 12 above makes clear that our obligation is to choose the accommodation provider with reasonable skill and care.
ROI Customers only: It is unlikely that you will have a complaint that cannot be settled amicably between us. However, disputes to do with this contract which cannot be settled may (if you wish) be referred to Arbitration under the Arbitration Rules of the Chartered Institute of Arbitrators. If you choose to proceed to Arbitration under this scheme, you will find details at www.ciarb.ie.
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
18. SYSTEM ERRORS:
In rare cases, errors may occur when inputting prices into our reservations system(s) or website(s). We regret that any contract entered into on the basis of an inputting/systems error or erroneous price will be void. In the unlikely event that such a situation arises, you will be given the option to either pay the correct price or cancel with a full refund.
19. USE OF INFORMATION YOU GIVE US:
Please see our Privacy Notice which explains how we will process your personal data.
Booking Conditions Prior to date: 1st January 2021
Vida Travel Group Ltd, (which shall be referred to in these booking conditions as “Vida Villas”) is a company registered in England and Wales with the registered company number 08081483 and whose registered office address at Drake House, Gadbrook Way, Gadbrook Park, Northwich, Cheshire, CW9 7RA
References to “you” and “your” in these booking conditions means the Lead Contact (as defined below) and all persons named on your booking confirmation. “We”, “us” and “our” means Vida Villas.
Please read these Terms & Conditions carefully they contain important information, which form your holiday contract with Vida Travel Group Ltd.
Your contract is with Vida Travel Group Ltd of Drake House, Gadbrook Way, Gadbrook Park, Northwich, Cheshire, CW9 7RA, referred to as “Vida Villas” “we” or “us” in this contract. A binding contract is only entered into after you agree to the terms and conditions on the booking form and pay the deposit and we issue confirmation by return. By contacting us, and/or your travel agent, to make a booking you accept that you have the authority to bind all members of your party to these terms and conditions.
2. PAYMENT FOR YOUR HOLIDAY
A minimum none refundable deposit of 30% of the cost of your villa holiday is required at the time of booking. We reserve the right to vary the deposit as appropriate. The balance is due 8 weeks prior to departure. If the booking is made less than 8 weeks before departure, the full amount is due at the time of booking. If any balance remains unpaid, travel documentation will not be issued and we reserve the right to treat your booking as cancelled and apply the cancellation charge set out below in section 6. Final arrival and access documents will be sent to you approximately 2 weeks before departure by email.
Payment must be made in the currency of the invoice and you are responsible for any payment charges levied by your bank.
Balance payments should be made in sufficient time for cleared funds to reach our bank account by the due date. Payments made after the due date will be subject to a late payment fee of £10 per day, this will continue to accrue until 6 weeks before the start of your holiday, at this point we reserve the right to cancel all unpaid elements of the booking without further notice.
Whilst we make every effort to ensure that the information on our listing pages is as accurate as possible, listings can be imported from 3rd party agencies and occasionally errors can occur in listings which are outside of our control . We reserve the right to make changes to the listings and any information they contain. You will be informed of any material changes before booking. We are specifically not responsible for third party information (from tourist boards and hotels for example) contained in any other brochures or websites.
4. AMENDMENT AND CANCELLATION BY YOU
We will do our best to assist you in altering your arrangements after booking but cannot guarantee this will be possible. If alterations can be made you will be responsible for all extra charges and costs and we reserve the right to charge a £75 administration fee per person plus any applicable charges levied by our suppliers. We also reserve the right to treat any amendment less than ten weeks prior to departure as a cancellation and apply the cancellation charges set out below.
All cancellations must be made in writing by the person who made the booking, this will be the lead name on the confirmation invoice, and are effective on the day we receive this written confirmation of cancellation. As we incur substantial costs and losses on a cancellation, we will apply the following cancellation charges:
|Number of days prior to departure
when cancellation notice received
|Cancellation charge as percentage
of total holiday price
|more than 70 days
70 – 57 days
56 – 43 days
42 days or less
|loss of deposit
The penalties are in addition to the non-refundable elements of the booking (such as credit card fees and administration charges) that have been contracted on your behalf and notified to you.
Agents or third party organisations acting on our behalf are unable to amend or change the contract or terms and conditions within it.
5. AMENDMENT AND CANCELLATION BY US
It is occasionally necessary for us to make changes to advertised products and services and we reserve the right to make such changes. In exceptional circumstances we may have to modify your villa holiday after booking. If the change is minor we will do our best to notify you in advance but are not obliged to do so and no compensation is payable. If the change is material (for example, a change of arrival time by more than 1 day, change of destination or to a lower standard of accommodation), we will notify you as soon as practically possible and offer you the choice of (i) accepting the alternative arrangements or (ii) arranging an alternative holiday with us or (iii) cancelling your holiday. Whichever option you choose we will pay you compensation unless the change has been caused by force majeure.
|Days before departure||Compensation per person (excluding infants)|
|More than 43
(B) CHANGES DURING THE HOLIDAY
If we are unable to provide a significant proportion of your villa holiday whilst you are away, suitable alternative arrangements will be made for you at no extra cost to you, or, alternatively, you will be refunded for any part of the holiday not received. This does not apply to minor changes in your accommodation, itinerary or transportation.
(C) CANCELLATION BY US
Whilst we hope we will never have to cancel your holiday this does very occasionally happen and we reserve the right to do so. Should it be necessary to cancel your holiday we will endeavour to offer alternative arrangements of equivalent or similar standards, together with a price refund, if appropriate. Alternatively we will provide a full and prompt refund of all service purchased directly from us.
(D) FORCE MAJEURE
Compensation will not be payable in any cases where an amendment, change or cancellation is due to “force majeure”, being unusual or unforeseeable events or circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid. These include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial disputes, technical or maintenance problems with transport, machinery or equipment, power failure, water supply failure, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, levels of water in rivers, acts of God, closure of airports, changes of schedules or operational decisions of transport providers.
Unfortunately, rarely but from time to time thefts or break in occur at villas, in the event of this happening at your holiday villa and you not wishing to stay at the property any longer, Vida Villas will always endeavor to re-house guests in alternative accommodation. In the event no villa is available from our stock, we may be able to source alternative accommodation, however, any additional costs incurred will be chargeable to you.
(E) LOW BOOKINGS
Compensation is not payable if a holiday or tour does not take place because a required minimum number of passengers to enable the holiday or tour to take place has not been reached and you were informed of that requirement at the time of booking.
All prices advertised or quoted are per villa per week and are in pounds sterling unless otherwise shown and are subject to change, up or down, until the booking is concluded. After that, we will only increase the price in limited circumstances to reflect increases in government approved taxes (including VAT), both in the UK and overseas, fees chargeable for services, Government action or exchange rate variation. If the surcharge would increase the cost of your holiday by 10% or more, you may cancel your holiday and receive a full refund. We will absorb, and you will not be charged, for any increase equivalent to up to 2% of the original price of your holiday (excluding insurance premiums and amendment fees). No surcharges will be made within 30 days of departure. Prices in this brochure were calculated on the exchange rate of £1 = €1.15.
7. OUR RESPONSIBILITIES TO YOU
We take care to ensure that all parties involved in the preparation and supply of your holiday maintain the highest standards. Please remember that the appropriate standards will be those prevalent in your destination, which may not be the same as developed international standards..
(a) Should failure in your holiday arrangements relating to you or any member of your party being killed, injured or becoming ill during or as a result of, a service supplied by us or holiday arrangements organised by us our liability to pay compensation is limited in accordance with the liability of the 3rd party service provider under any international convention which governs such services.
(b) Our liability to you does not apply if you or any member of your group is at fault; if the failure is the fault of someone else not connected with providing the services which form part of our holiday contract with you; the failure is due to any unusual or unexpected circumstances beyond our control, which we could not have avoided even if we had used all care possible or the failure is due to any event which we or the supplier of any service could not help, expect or prevent.
(c) Any acceptance of liability is subject to you agreeing to assign to us your rights against any third party responsible for the events leading to your claim and to you affording us all necessary assistance in pursuing that claim.
If you have a problem during your holiday, please inform our resort representative/managing agent immediately who will endeavour to put things right. They are there to help and can often solve a problem and enhance your holiday enjoyment. If you feel your complaint is not resolved locally and you wish to take the matter further you must detail your complaint in writing within 28 days of completion of your holiday with us to our Customer Services Department at Vida Travel Group, Clearbrook House, Midford, Bath, Somerset, BA2 7DE, giving your booking reference and all other relevant information.
We are unable to accept any complaint or responsibility after this date has passed or consider any complaint relating to your accommodation, which has not been reported to our representative in resort. It is strongly suggested that you communicate any complaint to our representative without delay and complete a report whilst in resort.
If you fail to follow this procedure we will have been deprived of the opportunity to fully investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Compensation payments will only be considered where it is proven that any reported problem had a prolonged or major impact on the enjoyment of the holiday booked. It is not acceptable to make a serious complaint after you have left the property and when our local Representative and Vida Villas in the UK were not clearly made aware of the severity of your concerns. All complaints received will be investigated and responded to within 28 days of being received.
9. YOUR HOLIDAY ENVIRONMENT
We are unable to accept responsibility for any discomfort or inconvenience caused by the weather and climate conditions in your resort and will endeavour to resolve any situation caused as a result of adverse weather conditions promptly. In addition we ask you to consider the location of many of our villas where you may be aware of environmental noise including farm animals such as cockerels, dogs, goats and donkeys. In isolated cases small mice and rodents may also be seen in the natural environment surrounding your villa. During the summer months flies, ants and wasps are naturally occurring and we encourage you to follow basic food hygiene procedures including disposal of food waste including regularly placing rubbish in the bins located close to your villa. We do not accept responsibility or consider compensation for naturally occurring environmental conditions including resort and road noise.
10. BUILDING WORK
Building work in the general area adjoining our villas can occur during the season without prior notice to Vida Villas. We will always inform you of any building work we are aware of in advance of your holiday, if you become aware of building work during your holiday please report this to our representative. Such work is beyond the control of our local agents, owners, and ourselves, however, we will make every effort to have the work stopped if possible. Alternatively, if this is not possible we will offer you alternative accommodation, of the same or higher standard, strictly subject to availability. Unfortunately we do not receive advance notice when building works will begin, or in some cases recommence, where third parties over whom we have no control are carrying this out. Whilst we will always do our best to minimise any inconvenience or interruption to your holiday, we regret that this is a “Force Majeure” and we do not accept any liability or pay any compensation in respect of this.
11. AIR CONDITIONING AND ELECTRICAL APPLIANCES
Air-conditioning were stated in your villa description is provided for your convenience at no additional charge unless stated. A breakdown of the units can often occur where the units are operated for protracted periods of time and/or where doors and windows are left open. Air-conditioning is intended for use while you are present in the villa and doors and windows remain closed. In the event of a breakdown, a specialist engineer is often required. These third-party engineers often have a call out pattern which may take up to seven days before a visit can be arranged or essential parts are sourced. Vida Villas will not pay compensation due to the failure of any air-conditioning unit or electrical appliance. We will of course use our best endeavours to repair any malfunctioning equipment.
Air conditioning in certain properties may be operated on a timer basis if this is the case the timer will operate between the hours of 19.00 and 07.00 each day.
12. SWIMMING POOL AND UTILITIES
On infrequent occasions, there can be an interruption to water and electricity supplies and very rarely the use of swimming pool. Our local agent and suppliers will endeavour to resolve the problem within 24 hours or on the next working day. Please contact our local representative promptly if you experience loss of service.
The majority of our villas have private swimming pools which are not protected by fencing or alarms. Please note you and your party are responsible for all guests whilst staying at the property. Children should be supervised at all times when in the vicinity of the swimming pool and alcohol should be consumed responsibly to avoid accidents in and around the swimming pool, garden and villa.
All villas with pools have a strict NO DIVING policy which must be adhered to by all guests.
Should an accident occur in and around your villa you MUST inform our local representative immediately
WIFI and International TV are provided for your use in many villas, we cannot, however accept any responsibility for poor reception or loss of connectivity due to the inconsistency of the service provider and on occasions the remote setting of the property/ies.
13. TERMINATION AND INDEMNITY
You must accept responsibility for the proper conduct of yourself and any members of your party whilst on holiday. In cases of serious misconduct including but not limited to excessive noise caused by your party, over occupancy (maximum occupancy will be shown on our website for the relevant property, misuse or abuse of the property and / or fixture or fittings within the property, we reserve the right to terminate your holiday or that of any member of your party. If we do so, we shall have no further responsibility or liability to you. If you or any member of your party wilfully, recklessly or negligently cause any damage to any accommodation, property or person, you agree to indemnify us against any loss suffered by us (including legal costs), arising from such damage.
14. SECURITY DEPOSIT
Some properties will incur a non-refundable charge of £10.00 per person. This charge, which is called an Accidental Damage Waiver (ADW) will be added to your confirmation invoice and is payable with your holiday balance. The ADW is used to cover accidental damage that may occur up to the value of £300.00 per property. This waiver excludes negligence and vandalism. For any accidental damage that exceeds the value of £300.00 per bedroom, we reserve the right to invoice you for immediate payment.
Most villa and larger apartment bookings we will ask for a refundable security deposit which will be of varying amounts subject to the property booked (between £250 and £2000), this fee is refundable upon your return from holiday subject to a breakages / additional cleaning inspection on departure, or deduction of any other loss or cost that may be incurred by the owner. If damage or loss caused by you or your party exceeds the security deposit then we reserve the right to charge you the full cost of any repairs / replacement or costs that are deemed necessary to rectify the damage or loss.
Your acceptance of these booking conditions makes it your responsibility for the proper conduct of yourself and any members of your party including care and respect of the villa accommodation, pool and gardens during your stay.
All of our villas are inspected by our local staff and/or owners or their representatives on arrival and departure of each guest and we ask you to leave the property in a similar the condition to which you found it on your arrival and report any damages or breakages caused during your stay.
15. PASSPORTS, VISAS AND OTHER ESSENTIAL DOCUMENTATION (Not applicable to accommodation only holidays)
It is your responsibility to ensure that all necessary passports are machine readable. You should also ensure that all necessary visas, international driving licences, vaccinations and other health documents are in order. All passports must have a validity of at least six months from your scheduled return date to the UK. You will generally need clear/clean pages for visas, as required, to be inserted. You must read all documentation that is supplied to you and ensure that all information contained within is correct. Failure to do so may incur amendment charges, which are your responsibility.
Some countries and airlines now require additional passenger information (API). We will inform you which countries and/or airlines require this information. This information is compulsory and is required by authorities. It is essential that all clients provide the API prior to travelling. Failure to provide this information may result in you being denied boarding for your flight. No refund will be permitted and any additional costs will be borne by the named clients.
16. EXCURSIONS AND ACTIVITIES
We are only responsible for excursions and activities sold by us, which form part of your holiday contract.
This contract is governed by English Law and is subject to the exclusive jurisdiction of the courts of England and Wales.
18. TRAVEL INSURANCE
Your villa holiday accommodation booking does NOT include travel insurance and it is your responsibility to ensure you have adequate insurance cover. In accordance with normal industry practice, we will require you to have adequate travel insurance to provide accident and medical cover before your holiday departs. Such insurance should be valid from the date of booking and throughout the holiday duration and financially cover any probable loss through cancellation, amendment, accident or health related problems. You should ensure you are covered for all activities you are planning on your trip.
19. DATA PROTECTION POLICY
In order for us to process your booking we need to store and record your information, including data as supplied. This may include transfer of such information outside of the European Economic Area to parties involved in the arrangements of your holiday. Equally we use such information for updating our mailing lists and from time to time you may receive travel related information from us or from other companies related to Vida Villas. Should you not wish to receive such literature you must advise us in writing.
20. UK FOREIGN OFFICE ADVICE ON OVERSEAS TRAVEL
It is now assumed that British citizens are at risk of terrorism attack, be it in the UK or when travelling overseas. History has shown us these attacks can either be spontaneous or premeditated. For your guidance we suggest you visit the website of the Foreign Office on: www.fco.gov.uk or tel: 0845 850 2829. The website is regularly updated and provides you with country-specific information, including advice on terrorism and general matters on health and safety.
21. ADDITIONAL INFORMATION
In addition to these general booking conditions, specific relevant destination information may be contained within the individual brochures and websites.
We do not accept pets in any of our properties, unless by prior arrangement.
Cleaning and linen changes may be carried out during your stay, generally there will be a clean and linen change halfway through if you have booked the accommodation for 14 nights. Properties that are booked direct with the owner using our brokerage service have their own cleaning and linen change schedules and this is arranged by the owners.
Standard arrival time is 16.00 on your arrival day and the departure time is 10.00, the property must be vacated by this time.
All our properties are designated non-smoking, smoking is permitted outside and on the terraces. An additional charge will be levied for cleaning and airing of villas if you have smoked inside of them.
Date: 15 June 2018
1. Who is responsible for managing my information?
Vida Travel Group Limited and all websites and brochures operated and/or produced in relation to it are owned and maintained by:
Vida Travel Group Limited, Drake House, Gadbrook Park, Northwich, Cheshire. CW9 7RA
This is our Privacy Notice and it explains how we collect, use, share and protect your personal data.
We are responsible for the collection and proper management of any personal information you submit. We will keep your personal details secure and use the information you provide consistently with applicable privacy and data protection laws and the terms of this Privacy Notice.
2. What information do we collect?
If you choose to make a booking through us or make queries about a potential booking we will collect details that you provide in relation to that booking or query. Information held is likely to include your name, contact details, payment details, date of birth, information about people travelling with you, information about your booking and any additional information we may need to help meet your specific requirements.
If you choose to let your holiday accommodation with us we will collect details such as your name, contact details, bank account details and details regarding the accommodation you wish to let.
3. Location and Time Data on our Mobile App
If you use the Vida Villas mobile application we may use GPS technology (or other similar technology) to determine the current location for any photograph you choose to share together with the date the photograph was taken. This will allow us to display a location map and location information so that others can benefit from your review. If you are happy for us to receive this information please ensure you have activated GPS in your device settings. If you do not want us to know the current location for the photo for the above purposes you should turn off the location services in your device settings and you will have the option to tell us the location in a manual text field. Please see also the full terms and conditions of the mobile application.
You can withdraw your consent to doing this at any time by changing your device settings.
4. How do we use your information?
The information you provide may be used in a number of ways, for example:
- to enable us to complete your booking (if you are booking a holiday);
- to enable us to advertise your holiday accommodation, transfer payments due to you and to provide related support services (if you are letting your holiday accommodation through us);
- to populate information in and share information through our mobile app (see 3 above)
- for statistical purposes when we evaluate our range of services;
- to personalise repeat visits to our websites;
- to tell you about other products and services we think may be of interest to you (see below);
- to manage customer service queries; and
- to help us to provide details or information you may have requested.
5. On what legal basis will we process your information?
We will always process your personal information on lawful grounds and in particular on the grounds set out below:-
Performance of a Contract
If you make a booking through us we will use the details that you give to provide that booking to you. This information is likely to include your name, date of birth, contact details, payment details, information about people travelling with you, information about your booking and any additional information we may need to help meet your specific requirements.
If you choose to let your holiday accommodation with us we collect details such as your name, contact details, bank account details and details regarding the accommodation you wish to let to perform our agreement(s) with you.
If you do not provide us with the information set out in this paragraph, then we may not be able to provide the booking or our letting services.
We may use your name and email contact details you have given us to tell you about our own products and services which we think may be of interest to you. You can ask us to stop doing so at any time.
We may use some of your personal information for statistical purposes when we evaluate our range of services.
We may share your email address with Google and/or Facebook or other web based advertising platforms (“Platforms”) , who act as data processors for them to use on our behalf in connection with the creation of marketing and promotion for us. This may include the Platforms using socio-demographic information about you to identify other people like you, with similar interests to present our marketing to. This socio-demographic information is not used for any other purpose nor shared with any other party. No information about other individuals identified from these Platforms is shared with us at any time.
The Platforms may also use your personal data to serve targeted advertising/content to you via their Platform. You can control what advertisements you receive via the privacy settings on the relevant platform
We may also share your contact details with our third party review administrator(s) who may contact you to ask for your comments on the accommodation and/or services that have been provided.
The above are done on the basis that they are in the legitimate interest of our company.
We may ask your consent to use your name, SMS , phone number(s) and postal address to tell you about our own products and services which we think may be of interest to you.
We may also ask your consent to share your name and contact details with selected third parties companies so that they can tell you about their products and services.
If you agree, we may also pass on your information, in certain cases, for the purposes of conducting a credit check.
You can withdraw your consent at any time.
We may also disclose your personal data without your permission to the extent that we are required to do so by law or regulation.
6. Who will you share my information with?
We may share your information with:
- other members of our Group and their service providers (see also section 7 below);
- owners of or agents for villas, apartments and townhouses (if you are making a holiday accommodation booking);
- individuals who may be renting accommodation from you (if you are a holiday accommodation owner or advertiser);
- credit/debit card companies;
- our preferred insurance provider(s) (if you purchase the personal travel insurance policy we offer); and
- other third parties who we may need to work with to deliver services or fulfil travel plans on your behalf, for example, resorts, management companies, owner’s associations, airlines, ferry companies, car hire companies and other suppliers;
- Platforms as set out in 5 above;
- Other users of our Mobile App as set out in 3 above; and
- Other third parties with your consent as set out in 5 above.
We may also disclose your personal data without your permission in connection with any legal proceedings or prospective legal proceedings, and in order to establish, exercise or defend our legal rights
7. How do you manage my information?
We may from time to time appoint other third party service providers, to help us manage efficient systems within the business.
We will only transfer your information to service providers who help manage our systems, or overseas, where we are satisfied that this is lawful and that adequate levels of protection are in place to protect the integrity and security of any information being processed and compliance with applicable privacy laws.
If we transfer your personal data to the USA then we will always use a lawful method to do so which may be either the “Privacy Shield” Programme or an agreement in a form approved by the UK Government.
8. Updating Your Details?
If you would like to change any of your preferences relating to the way in which we may use your information for direct marketing, then please update your user preferences or send an email to firstname.lastname@example.org or contact us at Vida Travel Group Limited, Drake House, Gadbrook Park, Northwich, Cheshire. CW9 7RA.
9. How long will we hold your information for?
We have a system of retention periods in place to ensure that your information is only stored whilst it is required for the relevant purposes or to meet legal requirements. Where your information is no longer required, we will ensure it is disposed of or deleted in a secure manner.
10. Your rights
You have the right to ask us at any time:-
- to confirm whether we hold any of your personal data;
- to send you a copy of any personal data that we hold about you;
- to correct any inaccuracies in your personal data and to add relevant details where the personal data we hold is incomplete;
- to delete (to the extent possible) any of your personal data, where we are required by law to do so;
- to stop processing your personal data, where we are required by law to do so;
- to let you have a portable copy of the personal data we hold about you, where we are required by law to do so;
- to stop processing any of your personal data that we process on the basis of our legitimate interests; and
- to stop sending you marketing material. However please note that we may continue to send you service related (i.e. non-marketing) communications, such as email updates
Where we have reached a decision that affects you by processing your personal data automatically then you have the right to speak to someone to discuss that decision.
Where we process your personal data on the basis that you have given us your consent to do so then you may contact us at any time to withdraw your consent
If you wish to exercise any of these rights, or wish to object to our use of your personal information, please write to us at the address given below.
Data Protection Co-ordinator, Vida Travel Group Limited, Drake House, Gadbrook Park, Northwich, Cheshire. CW9 7RA
Or by email to: email@example.com
11. Does the notice apply to linked websites?
Our websites may contain links to other websites. This privacy notice only applies to this website so when you link to other websites you should read their own privacy policies.
12. When do you monitor telephone calls?
We may from time to time record telephone calls you have with our staff for training purposes and to improve the quality of our service.
13. How do we update this privacy notice?
We keep our privacy notice under regular review and we will place any updates on our webpage.
14. Who can I contact if I have queries about this privacy notice?
You can also contact us directly if you have any questions about our privacy notice or information we hold about you.
Please write to us at the address given below.
Data Protection Co-ordinator, Vida Travel Group Limited, Drake House, Gadbrook Park, Northwich, Cheshire. CW9 7RA Or by email to:firstname.lastname@example.org
If you are dissatisfied with our handling of any complaint you also have the right to raise concerns at any time with The UK Information Commissioner: https://ico.org.uk