MyPGL
0333 321 2114
Booking terms and conditions
We are PGL Travel Limited (referred to in these terms as PGL or we/us/our) company number 01191534 and our registered office is Alton Court, Penyard Lane, Ross-On-Wye, Herefordshire, HR9 5GL.
Please take time to read the following terms and conditions carefully. They are the basis of the contract between yourself and PGL.
A contract will exist between us when we have taken your booking and required payment. You will then automatically receive a confirmation/invoice detailing exactly what has been booked. If you think anything is incorrect please contact us straight away. All correspondence will be with the person named on the confirmation invoice who accepts the following conditions on behalf of all participants. The contract between us is governed by English Law and any dispute will be dealt with under the exclusive jurisdiction of the courts of England and Wales. Any monies paid to an appointed agent will be held by the agent for PGL until they are paid over to PGL.
Deposits
Once we have checked availability we will take a non-refundable deposit paid by debit/credit card in order to secure your places.
Deposit due:
- £50pp for 2, 3 or 4 night UK breaks
- £65pp for French breaks, read more about our Paris and Disneyland Package.
Your final payment
The balance of your account is payable no later than 12 weeks before the commencement of your holiday. If payment is not made by the due date, we reserve the right to advise of your of the cancellation of your booking and make a cancellation charge at the appropriate rate. Full payment must accompany any bookings made within 12 weeks of departure.
Klarna
Where you pay using Klarna’s Pay in 30 days or Pay in 3, payments will be made in accordance with the agreed payment schedule. If you don't pay the full amount by the final due date, then you risk your booking being cancelled and the loss of your deposit. You may also be liable for any cancellation charge outlined later in these terms and/or Klarna’s late payment fee. For more detailed information please see our Klarna FAQs which can be found here.
Please note: Klarna's Pay in 3 / Pay in 30 are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.
Your financial protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for a Family Adventure holiday booked with PGL and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by ABTA.
This arrangement means your money will be refunded or you will be brought back to the UK (where your contracted arrangements include return travel to the UK) if already abroad in the unlikely event of our being unable to provide your holiday due to our insolvency.
Changing your booking or travel
If, after you have confirmed your booking, you wish to make any alterations, an administration charge as shown below will be made per amendment, unless you have purchased our AdventureFlex cover, where alternative fees can be found here. Any such amendment may be telephoned to PGL in the first instance but must be confirmed in writing or by emailing families@pgl.co.uk immediately thereafter with the appropriate amount enclosed. However, if a major amendment is requested less than 8 weeks prior to the starting date of the holiday, we reserve the right to treat your request as a cancellation and charge the appropriate cancellation fee as detailed below.
In order that all our staff have the correct information we cannot accept additions or alterations to travel arrangements within 3 days of the commencement of the holiday.
| Days prior to arrival | Amendment |
|---|---|
| 57+ days | £25 |
| 29-56 days | £50 |
| 15-28 days | £75 |
| 0-14 days | £100 |
Where you have paid using Klarna, once we have confirmed the changes, Klarna will update your payment(s) accordingly or refund any amounts due. Refund processing times may vary and depend on your bank.
If we are forced to make changes
PGL will do its utmost to provide all of the arrangements that have been confirmed, but must reserve the right to alter or cancel any activities, accommodation or other arrangements, including escorted travel, if operational, weather or other considerations so dictate.
If we have to make a major change to your holiday, we will offer a suitable alternative if available, or 100% refund, if we are not able, in our opinion, to offer an alternative that is sufficiently comparable. Compensation will be paid as below if we have to make a major change to your holiday within 8 weeks of holiday commencement.
- 56–29 days – 10% of holiday price
- 28–15 days – 15% of holiday price
- 14 days or less – 25% of holiday price
Compensation will not be paid for any losses where a change or cancellation is due to circumstances outside our control, including but not limited to changes in relevant laws and regulations, war, terrorism, civil unrest, industrial dispute, Government action, risks to human health such as serious disease, adverse weather or natural or nuclear disaster. We will we contact you as soon as possible to let you know and do what we can to reduce the impact. Where we are unable to provide a suitable alternative and so cancel your booking you will receive a 100% refund. If you paid using Klarna they will cancel any remaining payments and refund anything you’ve already paid to the card you used to make the payment.
The price of your holiday is subject to surcharge due to unforeseen increases in fuel costs, Government action such as increases in VAT or any other Government imposed increases or adverse currency exchange rate variations.
Even in this case, we will absorb an amount equivalent to 2% of the holiday price which excludes insurance premiums and any amendment charges. Only amounts in excess of this 2% will be surcharged but, where a surcharge is payable, there will be an administration charge of £1 together with an amount to cover agents’ commission where relevant.
If this means paying more than 10% of the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid except for any premium paid to us for holiday insurance and amendment charges. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the surcharge advice.
Any refund will be credited back to your original payment method. Where you have paid using Klarna, once we have confirmed the changes, Klarna will update your payment(s) accordingly or refund any amounts due. Refund processing times may vary and depend on your bank.
Cancelling your holiday or travel
In the event you have to cancel your PGL Family Adventures holiday, cancellation fees will apply, as follows as per our standard terms and conditions. If you have purchased our AdventureFlex cover you will be subject to alternative terms and conditions which can be found here.
Cancellation of Holidays:
| Days prior to arrival | Cancellation |
|---|---|
| 56+ days | Deposit retained |
| 29-55 days | Refund of 70% |
| 15-28 days | Refund of 55% |
| 0-14 days | No refund |
(*) Please note, if you pay the full balance at the time of booking these charges still apply, please refer to the deposits section for the deposit amounts.
Cancellation of additional extras:
Optional extras are refundable for holidays cancelled before the day of commencement
Coach/ferry travel costs are forfeited unless written cancellation is received more than 14 days prior to holiday commencement.
All cancellations need to be confirmed to us in writing as soon as possible by emailing families@pgl.co.uk. Please note that cancellation fees are calculated from the date on which we receive written communication and therefore we recommend that you contact us as soon as you are aware of the need to cancel the holiday. It may be possible (for a fee) to change the date or passengers on your booking as an alternative to a full cancellation, if you wish to get a quote or discuss your options please call us on 0333 321 2114.
Any refund will be credited back to your original payment method.
Where you have paid using Klarna, once we have confirmed the cancellation, Klarna will update your payment(s) accordingly or refund any amounts due. Refund processing times may vary and depend on your bank.
If you’re due a full refund , Klarna will cancel any remaining payments and refund anything you’ve already paid to the card you used to make the payment.
If you’re due a partial refund that’s more than the remaining balance on your order, Klarna will deduct the amount from the outstanding balance first and refund the difference to the card you used to pay off the purchase. If the partial refund is less than the remaining balance on your order, they will deduct the amount from the outstanding balance and spread the remaining balance evenly over the remaining payments.
Please note: AdventureFlex is not a substitute for travel insurance. We strongly recommend you purchase travel insurance in respect of your booking
Compliments, feedback and complaints
If there is any problem with the holiday, we want to hear about this as soon as possible. Any concerns should be brought to the attention of the Centre Manager/senior member of staff immediately and we will do our utmost to put things right for you.
If you have any feedback regarding any aspects of the holiday, prior, during or after the holiday then we would like to hear from you, if you wish to contact someone regarding any aspect of this then you can do the following:
Prior to the holiday:
If booking via our team at Head Office you will be sent an online questionnaire to gather your feedback, however, if you wish to speak to someone regarding your experience, then please call us on 0333 321 2114 and one of our Senior Team would be happy to speak with you.
During the holiday:
If your family are not happy with any aspect of the holiday we recommend that you immediately speak to your Group Leader or any member of PGL staff so we are able to help rectify the issues as soon as possible, alternatively you can speak with one of our team at Head Office and we can advise or assist you further.
After the holiday:
We want to hear all about your experience as we always use feedback to continuously monitor and improve our holidays and ensure we are delivering the highest levels of customer care and service. Once the holiday is over we will send you an online feedback form and ask for you to rate all aspects of the holiday and provide as much feedback as possible. Unfortunately due to the large volume of feedback forms that we receive we are unable to provide responses for these and therefore if you wish to raise a complaint in relation to the holiday we recommend that you email us at customerrelations@pgl.co.uk or write to us at PGL Travel Ltd, Alton Court, Penyard Lane, Ross on Wye HR9 5GL, with the details of your complaint/feedback.
Once we received your email, one of our Senior Team will take responsibility for responding to your feedback/complaint. We will carry out an investigation, including speaking with any key staff and requesting logs or evidence that provides clarity for the issues you have raised (if we need to find out more information from you we will contact you). Once we have gathered and reviewed all the information required to respond fully, we will do so by phone or in writing. We aim to reply thoroughly and promptly within a maximum of 28 working days of acknowledging your complaint, however, in some instances further time is necessary to be able to respond fully (but we will keep you informed of our progress if this is the case). In the meantime, if you wish to speak with a member of our Senior Team please call us on +44(0) 333 321 2114 and we would be happy to discuss any matters with you.
If you are still unhappy, your complaint may be referred to arbitration under a special scheme arranged by the Association of British Travel Agents in conjunction with Hunt ADR. ABTA offer a 2 stage process: Stage 1 is a less formal process. If you are unhappy with the outcome of Stage 1 you can continue to Arbitration under Stage 2.This scheme provides for a simple and inexpensive method of arbitration, The fee to apply for Arbitration is £150.
The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely or mainly in respect of physical injury or illness or the consequences of such injury or illness. The scheme can however deal with compensation claims involving minor injury or illness, subject to a limit of £1,000 per person. Application for arbitration must be made within 18 months of return from holiday or the intended return date. More information can be found at www.abta.com/help-and-complaints. Further details can be supplied by ABTA on request. Their address is: 30 Park Street, London SE1 9EQ.
Court Claims If you're not satisfied with the outcome, you can go to court. Wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims in the courts of the country you live in.
Our responsibility
PGL accepts responsibility for those elements of the holiday arrangements which are under our direct control, and for the acts and/or omissions of our employees, agents, sub-contractors and suppliers.
- Our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.
- Your legal rights as a consumer. For details please visit the Citizens Advice website www.citizensadvice.org.uk.
We will be responsible for any foreseeable losses that you may suffer as a result of our breach of these Terms or as a result of our negligence. Loss is foreseeable if it is an obvious consequence of the breach or negligence or if it is contemplated by you and us when the Contract is created.
We will not be responsible for any loss that is
- Unexpected – it was not obvious that it would happen and nothing you said to us before we accepted your booking meant we should have expected it (so, in the law, was unforeseeable);
- Caused by circumstances outside our control, as outlined above;
- Avoidable. Something you could have avoided by taking reasonable action;
- A business loss such as loss of profits or income or damage to goodwill
Please note, however, that we do not accept liability for any air or sea carriers whose individual conditions of carriage apply and are often subject to international agreements. We cannot be held responsible for the failure or inability of any equipment or computer programme to recognise or correctly interpret or process any date as the true or correct date, or to continue to function correctly beyond that date.
We can only be liable for the provision of special requests where we have confirmed their availability in writing.
Should you or any member of your party have the misfortune to suffer illness, injury or death during the period of your holiday, arising out of an activity which does not form part of the arrangements made by us, we shall, where appropriate, and subject to our reasonable discretion and prior agreement, give you and your family every help that we can by way of initial assistance, including initial legal costs associated there with, up to a maximum value of £5,000 per booking. You must request such assistance within 90 days from the date of the misadventure and in the event of there being a successful claim for costs against a third party or there being suitable insurance policies in force, the costs incurred by PGL shall be recoverable from yourselves.
Your responsibility
By making a booking, you (as the lead passenger) confirm that you’re over 18 and accept financial responsibility for payment of the booking.
It is the responsibility of the person making the booking to fully advise PGL of any disabilities, social or behavioural problems that a member of the party currently has, or has recently experienced, which might effect them or other guests during the holiday. We will be pleased to advise you whether we have the staff and facilities to provide an appropriate holiday in these circumstances, with particular reference to such considerations as access, successful participation and health and safety.
The person making the booking also accepts responsibility for advising PGL of dietary requirements and swimming ability of all members of the party.
We reserve the right to exclude any person after holiday commencement if his/her behaviour is incompatible with the general enjoyment and wellbeing of others. The person making the booking accepts responsibility for any repatriation costs incurred together with any additional costs incurred at centre.
For overseas holidays, please note that it is your responsibility to ensure that all members of the party are in possession of a 5 or 10 year passport with at least 6 months remaining before it expires, and a UK Global Health Insurance Card or a UK European Health Insurance Card. If you have an existing European Health Insurance Card you can continue to use it until it expires. You can obtain an EHIC on line at https://overseas-healthcare.nhsbsa.nhs.uk/get-healthcare-cover-travelling-abroad/start. For further information on the country to be visited, please check the Foreign and Commonwealth Office website https://www.gov.uk/foreign-travel-advice or visit ABTA's website www.abta.com.
ABTA
PGL Travel Ltd is a Member of ABTA with membership number V2683.
ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay on all trips that meet the definition of a package. For bookings to our overseas centres by coach, PGL Travel Ltd holds a bond with ABTA. This arrangement means your money will be refunded or you will be brought back to the UK (where your contracted arrangements include return travel to the UK) if already abroad in the unlikely event of us being unable to provide your holiday due to our insolvency.
For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact: ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or visit the ABTA website at www.abta.com.
Personal property
Your personal property, including baggage, is your own responsibility at all times, unless any loss or damage is due to our negligence or failure to carry out our responsibility. Please note that an adventure holiday is not an ideal place to bring mobile phones, expensive watches, jewellery or other precious items which may also not be covered by PGL insurance. Please ensure you have adequate insurance for any personal belongings you are bringing on your holiday.
Parking
We have ample parking on all our centres, however please note that parking is at your own risk and we cannot accept responsibility for any damages.
Data protection + privacy
The personal information requested at the time of booking and on subsequent proformas is held on computer and required to allow our employees, agents, sub-contractors and suppliers to provide the promised holiday to our normal high standards. By providing us with the information required for booking you are deemed to accept the above and to have gained consent from the parents of all members of your party to disclose their details to us and have made them aware of how we use and process their information. At time of booking or requesting a brochure, whichever is sooner you will be asked if you wish to receive future mailings from PGL. If you do not wish to receive these mailings, please advise at the time of booking or alternatively write to the PGL Marketing Department, Alton Court, Penyard Lane, Ross on Wye HR9 5GL or email: families@pgl.co.uk
Please click here for full details of our privacy policy.
Adult and child ratios on Family Adventures
Please note in order to place a reservation with PGL Family Adventures we require at least one child (5-18 years) and one adult (18+ years) on each booking. The accompanying adult is responsible for the child/children during your stay.