Booking Conditions

These booking conditions apply to any booking you make with us, so you should read them carefully.

1. Legal Identity - UNPACKAGED is the trading name of UNPACKAGED HOLIDAYS LIMITED (The Company), registered in England number 2439664 at 10, The Wharf, Bridge Street, Birmingham B1 2JS (VAT registration number 487 2979 76). These booking conditions and the general information set out further below form the basis of your contract with the Company. This contract shall be governed in all respects by English law and shall be subject to the exclusive jurisdiction of the English Courts.

2. Booking Confirmation - No contract shall exist between the Company and you until you receive a confirmation invoice, issued by the Company and we receive full payment for the total value of the booking. The party leader must be at least 18 years of age, and 21 years if staying in the USA, as some hoteliers will not accept reservations where all members of the party are below this age.

3. Prices - We reserve the right to change prices from time to time, and to correct any errors in our prices. Prices are shown on our website and can go up or down. We guarantee that the price quoted on your booking confirmation will not change unless you make an amendment to the booking details.

4. Payment Terms - Full payment is required at the time of booking and if payment is not received, the Company has the right to cancel your booking.

5. Amendment By You- Any change by you prior to 42 days, which necessitates a new invoice being raised, will incur an amendment fee of £10. Changes within 42 days of departure may incur cancellation charges.

6. Cancellation By You - If you cancel your booking or part of it, you will be liable to pay the following cancellation fees, which are based upon the number of days before departure that Unpackaged receives your notification of cancellation: more than 7 days - 25% or £50 per person, whichever is the greater; within 7 days - 100%.

7. Alterations By Seligo - In the unlikely event that we have to alter or amend any of your arrangements, you will be offered a refund on the following scale: more than 56 days - nil, less than 56 days - 10% of the cost of the accommodation. If we have to cancel your arrangements, we will refund to you the price you have paid for your accommodation, plus the compensation set out in this scale.

8. Our Responsibility And Liability To You - (1) We promise to use reasonable skill and care in selecting the suppliers who will supply the accommodation you book with us. Providing we have done so we will have no responsibility for the provision of the actual accommodation itself or for the acts or omissions of the supplier(s) concerned or any of its employees, agents, suppliers or subcontractors. Please note it is your responsibility to show that all reasonable skill and care has not been used if you wish to make a claim against us.

(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: -

- the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or

the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or

'force majeure' as defined in clause 9 below.

Please note: subclauses 8(3)-(8) are all subject to subclause 8(1) above.

(3) Please note, we cannot accept responsibility for any services which do not form part of our contract. In addition, regardless of any wording used by us on our website, or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

(4) The promises we make to you about the services we have agreed to arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly arranged or provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.

(5) As set out in these booking conditions we limit the maximum amount we may have to pay you for any claims you may make against us.

For all claims which do not involve death or personal injury or luggage, if we are found liable to you on any basis the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under this clause. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

(7) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees. Additionally we cannot accept liability for any business losses.

(8)You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 11 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

9. Behaviour - When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the stay of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation concerned. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

10. Force Majeure - We regret that the Company cannot accept responsibility or pay any compensation where the performance or prompt performances of our contractual obligations is prevented or affected by reason of circumstances amounting to "force majeure". Circumstances amounting to "force majeure" include any event which the Company or the supplier of the service in question could not, even with all the due care, foresee or avoid such as war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action and all similar events beyond the Company's control.

11. Complaints - If you have a problem during your holiday, please inform the hotelier immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at 10, The Wharf, Bridge Street, Birmingham B1 2JS, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.
It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay and complete a report form whilst in resort. 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.

12. Insurance - We consider adequate travel insurance (which covers at the least the cost of cancellation, and the cost of assistance, including repatriation in the event of accident or illness) to be essential. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check insurance policies.

13. Accuracy of information on our website - To the best of our knowledge the information on our website is correct. However there may be occasions when the accommodation details or descriptions change. The Company is unable to accept liability for any inaccuracy.

14. Passports, Visas and Health Requirements - Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the arrangements you chose to purchase. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.

General Information

Confirmation Invoices - We will send a confirmation invoice to you within 5 working days of making your booking. Please check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later.

Accommodation Vouchers - Vouchers will be sent 7 to 14 days before travel, subject to full payment being received by Unpackaged. The voucher will provide the address of your accommodation and should be handed in upon your arrival. Please take care of your voucher as failure to present it may result in your room being cancelled, or having to pay for your room again, or paying a higher price. No refunds for unused accommodation vouchers can be made, as they will be treated as cancellations.

The Unpackaged Price Match - If you find a lower price within 7 days of making your booking for the same accommodation in the same room type, for the same dates, we will match it. Our price match applies to bookings made with any other independent UK hotel reservation service. Promotional or special offers do not apply, nor do rates provided by hotels direct. All we need from you is a fax providing details of the lower price offered, so that we can verify the conditions are the same as those offered by Unpackaged.

What Is Included In Your Price - Hotel prices are per person based upon 2 people sharing a twin room, inclusive of all taxes, service charges and the meal arrangements specified below. Apartment prices are per unit, except where otherwise stated.

RO - Room Only - no meals
SC - Self-Catering - no meals, but cooking facilities are provided
BB - Bed & Breakfast - continental breakfast
HB - Half Board - continental breakfast and dinner
FB - Full Board - continental breakfast, lunch and dinner
AI - All Inclusive - continental breakfast, lunch, dinner and local branded beverages and soft drinks.

Gala Meals – are provided at many hotels at Christmas and New Year and are usually compulsory. When you make your reservation with us, we will advise you of the price of any compulsory gala meals.

Child Discounts - In hotels, child prices are based upon children sharing a room with two adults. The age range, for which child prices are applicable, is also shown. In apartments, where prices are per unit, there is no discount for children, unless otherwise stated. In both hotels and apartments, any room or board supplements are payable at the adult rate.

Fairs And Conventions - There are occasions when destinations host conventions and special events, and prices may well be higher at these times. If any prices do vary, our computer system will be updated so that you will know the correct price at the time of booking.

Holiday Duration - Most accommodation is available on a nightly basis, although some accommodations require a minimum stay of 3 or, even, 7 nights.

Requests For Accommodation - Unpackaged will happily request our overseas offices to obtain accommodation, when not available from our wide range. We make no charge for this service. Please contact our UK-based Call Centre (0800 090 1021) for any requests.

Group Bookings – Bookings for groups of 20 or more must be made with our UK-based Call Centre (0800 090 1021), as some hoteliers will not accept groups, especially for all-male or all-female parties. Further, our Call Centre will be able to advise you where we can offer or apply for a group discount.

Special Requests - Although we will endeavour to pass any reasonable request on to your hotelier or other supplier, we regret that we are unable to guarantee we will always be able to comply with the request. Confirmation that we have passed a request to a supplier on your confirmation invoice or any other documentation does not necessarily mean that the request will be provided.

Self Catering Inventory Deposits - In some self-catering properties you will be required to leave an inventory deposit when you arrive, which will be returned to you at the end of your stay, less the cost of any losses or damage incurred.

Self-Catering Extras In France - For those guests staying in one of our French self-catering residences, there are a number of other extras to be aware of:
* You will be required to pay a local tourist tax (approx 1 Euro per person per day).
* You will be required to leave an inventory deposit when you arrive, which will be returned to you when you leave less the cost of any losses or damage incurred during your stay.
* Linen and towels are not always included and can be subject to a charge.
* It is common for the cost of a full clean at the end of the stay to be charged.
* Regular cleaning and maid service is not included.

Taxi Transfers – Unpackaged can arrange competitively priced transfers to your accommodation from airports all over the world. Our website has further information.

Help Line - Unpackaged does not provide overseas representatives, as we believe that today's independent traveller finds them unnecessary. But help, if needed, is only a phone call away. We will provide you with the telephone number and address of our specially appointed local agent, who will be available during normal office hours between Monday and Friday. We will also provide you with the telephone number of our UK-based Duty Office, which is open 24 hours per day.