Action Outdoors Holidays Ltd – agency booking conditions
These Booking Conditions apply when you select booking arrangements via our web site or directly with a member of the Action Outdoors team and where Action Outdoors Holidays Ltd acts only as a booking agent on behalf of UCPA or third party supplier where they act as principal or as agents on behalf of a principal.
The relevant tour operator or supplier’s terms and conditions, which can be found at the bottom of this page, will form the basis of your contract with them, as well as any information supplied to you by us on their behalf.
References to ‘you’ and ‘your’ include the first named (lead passenger) on the booking and all persons on whose behalf a booking is made, and any person added to the booking. References to ‘we’, ‘us’ and ‘our’ refer to Action Outdoors Holidays Ltd. Any instruction we choose to accept to despatch documents, amend or cancel your booking must come from the first named (lead passenger) on the booking.
1. Your contract
These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with UCPA or other supplier(s) (e.g. tour operator/airline /accommodation company) named on your e-mail correspondence. We can book you a package holiday, in which case you will have one contract with UCPA, or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of UCPA or supplier(s) or for the services provided by them. UCPA’s or supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking with them, for example concerning fees for changes and cancellations of bookings etc. Please ask us for copies of these if you do not have them. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it. The Package Travel and Linked Travel Arrangements Regulations 2018 (PTR 2018) – all bookings made after 1st July 2018, will, where applicable (ie where travel options have been added to the base UCPA package), be considered as Linked Travel Arrangements (LTA).
2. Your financial protection
Your financial protection is provided through UCPA. Please refer to their terms and conditions for further information.
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. When you buy an ATOL protected air holiday package, and Action Outdoors Holidays Ltd is acting as an agent for a principal tour operator, the ATOL Certificate will show your protection as being supplied under their tour operator’s Air Travel Organiser’s Licence. If you are uncertain about what financial protection applies to the products and services you have selected, please contact us for further information.
3. Price and payment
a) We reserve the right to amend or discontinue any offers shown on our website, via the Action Outdoors Office and in printed material at any time and without prior notice. Pricing is subject to availability.
b) You will be advised of the current price of the arrangements that you wish to book before your contract is confirmed.
c) We endeavour to ensure that all pricing information provided by us is accurate. Should an error occur, either through our own fault or the fault of UCPA/supplier(s), we will contact those affected and reserve the right to cancel your booking with a full refund. If we do so within 48 hours from when your booking was confirmed then no compensation will be due.
d) When you make your booking you will be required to pay a deposit or make full payment for your booking at the time of booking, as stated at point of sale on our website or by a member of Action Outdoors staff. If full payment is not received by the balance due date we reserve the right to notify UCPA or supplier(s) and your booking may be cancelled. Cancellation charges will apply as per their terms and conditions, and in addition our administration charges also as detailed in section 5. Alternatively if an extension to your payment deadline is agreed by us, we reserve the right to charge a late payment fee of £20. In the event that we incur bank charges as result of a cheque which has been stopped or marked ‘Refer to Drawer’, we reserve the right to pass these charges on to you, together with an administration fee of £10 per transaction towards our costs.
e) If the deposit and or balance is not paid in time we reserve the right to charge a late payment fee of £20 and retain your deposit to cover cancellation charges imposed on to us by UCPA/supplier. You may also be subject to cancellation charges as detailed in section 5.
f) Many countries charge departure, tourism and city taxes that can only be paid locally. You accept that such charges may be in existence for your chosen destination and country of departure, and that it is your responsibility to have sufficient funds available to cover them. Such charges may be introduced after your booking is confirmed and can be subject to change. Such charges are not included in prices quoted on our website or via the Action Outdoors Office.
g) Payment is accepted by Delta, Switch/Maestro, MasterCard, Visa but not American Express. Debit cards are processed with no handling fee. Some credit cards (e.g. non-UK cards) will incur a handling fee of 2.5% calculated on the price of the transaction. Cards are accepted subject to security and fraud checks. Debit cards issued outside of the UK will be processed as credit cards. Your bank or card issuer may also apply a foreign transaction fee.
h) We act only as agent for UCPA and supplier(s) concerned, we reserve the right to pass on to you in full all additional costs and charges of whatever nature in accordance with their terms and conditions under which by confirming the booking you are contractually bound.
i) Any additional costs incurred after the final balance has been paid (e.g. admin fees or transfers that have been added) may be charged to the payment card used unless requested not to do so.
j) Any payments that remain outstanding from you for whatever reason after the due date(s) advised to you will be referred to our debt recovery specialists and will be subject to an initial surcharge of 15% of the total monies owing plus VAT to cover the collection costs incurred by this referral. Further charges and legal fees may be incurred by and will be your sole responsibility if the monies remain unpaid and all debts will be legally enforceable against you.
4. Your responsibility
It is your responsibility to make sure the information provided to us, such as names, dates of birth, contact details, passport and advanced passenger information is correct. You accept that any errors made by you when providing such information can result in additional charges being applied for corrections. We will not accept any liability whereby an error has been made in the provided information received from you which prevents you from travelling, results in refused entry, or additional charges being imposed by a third party in order to continue your journey or stay.
You may be asked to provide advanced passenger information (API), at point of sale or thereafter as detailed on your booking confirmation. You may be directed to provide this directly and electronically to the airline or to us within a certain time frame prior to your departure. Failure on your part to meet the required deadline may result in additional charges being imposed by the airline for collection of this information at check-in or may prohibit their acceptance of you for carriage.
It is your responsibility to reconfirm any flight or transfer arrangements while abroad. UCPA or supplier may have further conditions regarding your responsibility for the provision of information and actions required thereafter, and these will be detailed in their terms and conditions.
5. If you change your booking
If, after our confirmation email has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to request changes but it may not always be possible. Amendments can only be accepted in accordance with UCPA or supplier's terms and conditions. Any request for changes to be made must be in e-mail format from the person who made the booking to email@example.com. A confirmation e-mail will be sent when a member of the Action Outdoors team acknowledges receipt. If nothing heard, please contact the team on 0203 328 5443. You will be asked to pay an administration charge of £30 per amendment and any further cost we incur in making this alteration including charges imposed by our suppliers and or UCPA. 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. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements which we will advise of prior to processing your change.
6. If you cancel your booking
You may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received by e-mail to firstname.lastname@example.org. A confirmation e-mail will be sent when a member of the Action Outdoors team acknowledges receipt. If you don't hear back within 24 hours please contact the team on 0203 328 5443. We will then inform UCPA/the supplier as soon as possible. You will have to pay the applicable cancellation charges as outlined below.
Our cancellation policies vary depending on the type of holiday your have booked, the cancellation charges are as follows:
Individual UCPA Programs
More than 30 days prior to departure: Loss of deposit
Between 30 and 21 days: 25%
Between 20 and 15 days: 50%
Between 14 and 8 days: 75%
7 days or fewer or in the case of absence at departure without prior cancellation: 100%
UCPA Family Weeks
More than 60 days prior to departure: Loss of deposit
Between 60 and 31 days: 50%
31 days or fewer or in the case of absence at departure without prior cancellation: 100%
Specific UCPA Student Groups
More than 30 days prior to departure: Loss of deposit
Between 30 and 21 days: 30%
Between 20 and 15 days: 55%
Between 14 and 8 days: 80%
7 days or fewer or in the case of absence at departure without prior cancellation: 100%
Action Outdoors Adventure Programs
More than 60 days: Loss of deposit
Between 60 and 31 days: 50%
30 days or fewer or in the case of absence at departure without prior cancellation: 100%
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Upon request we can provide you with a cancellation invoice from UCPA/supplier.
The Snow Express coach may have additional cancellation charges (depending on cancellation date), please see the terms and conditions (link at the bottom of this page), or contact the office to find out more.
7. If UCPA/supplier changes or cancels your booking
If there is a change to or cancellation of your booking by UCPA/supplier we will pass on the new details to you (please see detail in the UCPA terms and conditions, linked to at the bottom of this page). As we are acting only as an agent, we cannot accept any liability for any changes or cancellations made.
Coach and transport bookings are made on the assumption that the coach will travel with full capacity. If the coach or transfer service has to run at reduced capacity we will contact you to let you know your options.
8. If you have a complaint
If you have a problem during your holiday, as we are acting only as agent, please inform the representative for UCPA/supplier in resort immediately. The staff at the centre will will endeavour to put things right for you. Please also see UCPA’s/supplier’s terms and conditions for further details regarding their complaints procedure as failing to follow them may affect the outcome of any complaint you lodge with them either upon return or while in resort. Should your complaint not be resolved to your satisfaction and you wish to contact UCPA/supplier upon return, please write to them directly. Contact details should be provided in the joining instruction e-mail sent to you prior to your departure. Such details can also be made available upon your request from us. If your complaint relates to Action Outdoors Holidays Ltd with regard to our involvement, acting as an agent only, you can send an e-mail to our Customer Relations Team at email@example.com giving your name, details of complaint and all other relevant information. We will acknowledge your complaint and will investigate the situation aiming to respond within 30 days.
9. Our liability to you
We act only as an agent for UCPA / agreed supplier, and their contractual obligations with regard to liability are detailed within their terms and conditions of contract. We accept no liability in relation to the arrangements themselves or for acts or omissions of UCPA and or supplier(s) concerned. However, in the event that we are found liable on any basis whatsoever in relation to your booking our maximum liability to you if we are found to have been at fault in relation to any service we provide as agent for UCPA and or supplier(s) is limited to FULL cost of the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.
10. Passport, visa, immigration and health requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel or gain entry because you have not complied with any passport, visa or immigration requirements, or with any specific information supplied by UCPA/supplier. We recommend you consult your GP or the Foreign Office regarding health requirements. If you are travelling within the EU, you may consider applying for a EHIC (European Health Insurance Card) which may entitle you to reduced or free emergency care. Requirements for entry and travel can change and we strongly recommend you check the current situation close to your departure date. Please also visit the foreign office website www.gov.uk/fco for further information.
11. Special requests and medical assistance
Special requests should be made to us at time of booking. We will endeavour to pass on any reasonable requests to UCPA/supplier but we cannot guarantee that requests will be met.
If you or a party member has a medical problem or disability which may affect your chosen holiday, you must give full details at time of booking. If we or UCPA/supplier reasonably feel unable to properly accommodate the particular requirements we will not be able to confirm the booking and we or UCPA/supplier reserve the right to cancel any arrangements made should we be made aware of such details at a later time.
12. Accommodation, descriptions, reviews, star ratings and routings
There is no standard method of rating accommodation across the world. However, many countries have differing official and unofficial ways of assessing properties and some do not rate them at all. For the sake of simplicity we show all these different ratings 'as stars'. In most situations the stars represent UCPA's or accommodation suppliers rating, based on their view of the accommodation, and this may differ from any official or unofficial rating.
Descriptions and images on this website are provided electronically by our suppliers and are their view of the product at the time the information was supplied to us. Images are used for illustrative purposes only. Occasionally, particularly during low season when occupancy levels may be low, facilities may become unavailable without warning. While we nor UCPA/supplier can accept liability for such changes, we will endeavour to notify you prior to departure should we be made aware and sufficient time allows.
Room types: Our prices are based on accommodation in a multi shared room unless a twin room is specifically selected. The number of beds in a room is dependent on resort and the type of bed may be either a bunk bed or purpose built bed. Twin rooms offer two single beds. There are very limited double beds available and only at select resorts. Please contact the Action Outdoors office after your booking to confirm that a double bed is requested and a note will be made on your booking. No guarantee can be given that a double bed will be provided.
UCPA / suppliers check-in and check-out times: These vary and are not related to your flight arrival or departure time. Most centres have a standard check-in time of 18:00 on the day of arrival and a standard check-out time of 14:00 on the day of departure.
It is a condition of your booking through us on behalf of UCPA/supplier that you have adequate insurance cover. Such insurance should ensure that you are properly covered against unexpected cancellation charges, medical costs that might be incurred while you're away, loss of money, or belongings, or personal liability claims. Please note that the cover offered by most credit card companies is rarely adequate. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
14. Supplier Terms and Conditions
UCPA Terms and Conditions
We at Action Outdoors Ltd. understand the importance of your online security and privacy. We take this issue very seriously and we are committed to safeguarding your personal information. We are legally obliged to use your information in line with all laws regarding personal information including the 1998 Data Protection Act.
What information do we collect?
We do not require any personal information (information capable of identifying you as an individual) from you to visit the majority of pages on our site. We do require you to supply personal information for certain actions on the site such as making a booking or filing in our ‘contact us’ form - we will always inform you of any information which we require. Information may include the following:
- Your full name
- Email address
- Postal address
- Telephone number
- Date of birth
All payment information is handled by Wirecard Ltd our secure payment provider. Wirecard Ltd. is authorised and regulated by the Financial Services Authority.
Cookies and Other Web Technologies
We automatically collect some limited information such as your web browser or referring site in order to collate statistical (non-personal) information. Our goal in collecting this information is to understand how customers use our site and improve the user experience.
For certain actions such as booking a holiday we will use a temporary cookie file to assist in the smooth running of the booking process. We do not leave any permanent cookie files on your computer.
Action Outdoors Ltd. contains links to third party sites. These websites have their own privacy and cookie policies which is in no way controlled or related to Action Outdoors Ltd.
How is your information stored?
We use the latest technological and security measures to ensure the safety of your personal information. Any credit/debit card or payment information is stored with Voice Commerce Ltd. our secure payment provider. Voice Commerce Ltd. is authorised and regulated by the Financial Services Authority.
How do we use your information?
Action Outdoors Ltd will use your information in the following ways:
- To fulfil your order for products or services offered via the website
- To contact you if there are any issues or errors in fulfilling your order
- To notify you of any changes which may affect your order
- To send any follow up information in relation to your booking
- To respond to any queries raised in the contact us form
- To invite you to engage with us on social platforms
- If you have made a booking with us in the past we may send you our newsletter which contains our latest news, offers and competitions. We usually send this once per month during the winter season – you may opt out at any time
- To improve your onsite experience: Automatically collected information such as your referring site is used to help us improve the user experience. We are constantly looking for ways to improve the site to make finding and booking your perfect holiday an intuitive and enjoyable experience.
Who do we share your information with and why?
We will NEVER sell or rent your personal information to third parties. We do share your personal information with our direct partners who we know and trust in the following situations:
- If you book a holiday with us we will share your booking information with the relevant supplier e.g. UCPA
- If you book transport arrangements with us we will share your booking information with the relevant supplier e.g. Snow Express
All our partner companies are closely vetted to ensure they share and maintain the same privacy values and standards as Action Outdoors Ltd.
We may also disclose personal information to third parties such as official bodies and professional advisers where we believe it necessary to:
- Comply with relevant laws and regulations
- To enforce our customer terms and conditions or other contractual agreements
- To protect the property and other rights of Action Outdoors Ltd, its customers and others
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