Your holiday contract is with Stay In Madeira Islands.
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. You must be at least 21 years of age to make a booking with us. Your contract with Stay In Madeira Islands is made once one of the following steps have been completed: 1. A confirmation invoice has been issued to you. 2. When a booking is made within 12 weeks of departure on holiday, direct by telephone and paid by debit/credit card and we give you verbal confirmation. 3. If the booking is made on our website and you opt to pay at the time of booking, the time of the first payment. Your contract with us will be governed by English Law and is subject to the jurisdiction of the English Courts at all times.
Paying for your holiday
You must pay a deposit of 25% of the price of the cost of stay for the property you wish to book.
The balance of your holiday price must be paid at least twelve weeks before departure. Cheques can only be accepted if received more than thirteen weeks before departure. If you fail to pay in full twelve weeks before departure your holiday will be cancelled and you will lose your deposit and any premiums you may have paid. If you book within twelve weeks prior to departure this will be classed as a late booking and we must receive full payment by debit or credit card before we can confirm your booking.
When you pay for your holiday by credit/charge card, we reserve the right to levy a 1.5% handling charge for each payment made by these means (no charge for Maestro/ Delta transactions). Full details will not be issued until your holiday has been paid for.
Your holiday price
You will be advised of the current price of the holiday that you wish to book before your booking is confirmed.
Breakage deposits
A refundable charge of €25 per person will be payable locally to cover the cost of any breakages which occur during your stay up to the value of €100 per person.
Confirmation
Please check your confirmation invoice and all other documents you receive from us, immediately on receipt. You must contact us straightaway if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the holiday we have confirmed to you. If you cancel or alter your booking later on, you may have to pay an amendment charge. We reserve the right to refuse your booking. If we do this we will refund any money already paid to us.
If you change your booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen dates or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking.
If one of your party withdraws from the holiday, someone else can take their place providing they satisfy the conditions of the original booking, and you inform us in writing at least 14 days before departure, we will help you to make any other changes. The Party Leader must sign the letter, and we charge a £20.00 administration fee per person, as well as any charges imposed on us by hoteliers, airlines and other service providers. If you make a number of changes to the same booking, we will only make a reasonable overall charge.
If you cancel your holiday
To cancel the entire holiday or any component, the Party Leader must either write, fax or email our Reservations department. Our contact details are stated on your booking confirmation. Cancellation takes effect on the date we receive your letter. 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 standard price. Our cancellation charges therefore increase as the departure date approaches, as shown below. If you have to cancel for a reason covered by your insurance policy, you should be able to recover the cancellation charges. Claims must be made directly to the insurance company concerned. When only some members cancel in a group that has booked a holiday together, the charge will be based on the price of their holiday only. Remaining passengers in the group must pay any increased costs for the holiday, including the full accommondation cost.
The following cancellation charges apply:
More than 12 weeks prior to departure loss of deposit and insurance premium (if applicable).
84 – 43 days prior to departure 40% of the cost of your holiday or loss of deposit whichever is greater.
42 – 29 days prior to departure 50% of the cost of your holiday or loss of deposit whichever is greater.
28 – 22 days prior to departure 70% of the cost of your holiday.
21 – 15 days prior to departure 90% of the cost of your holiday.
14 – 0 days prior to departure 100% of the cost of your holiday.
If we change or cancel your holiday
It is unlikely that we will have to make any changes to your travel arrangements, 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. In the event of minor alterations, we will do our best to notify you before you travel. If a significant change or cancellation has to be made to your holiday arrangements we will notify you as soon as possible. You may then: a) accept the changed arrangements; b) take an alternative accommodation subject to availability. If the alternative is of a lower price than that originally booked the difference (if already paid by you) will be refunded. If the alternative is more expensive you will have to pay the difference; or c) cancel your booking completely, in which case we will refund you all monies paid by you except for administration fees for changes you have made and credit card charges.
Note: If the substituted holiday is of a lower price than the one originally booked, we will also refund the price difference. If the substitute holiday is of a higher price we will deduct the price difference from the compensation payable. Significant changes include: Change of time of departure or return by more than 12 hours; change of resort; change of accommodation to that of a lower category. Please note in our opinion an accommodation change in certain circumstances does not constitute a significant change.
Delays
We are unable to accept any liability for any delay to your flights, ferry crossings or other journey whether the delay or cancellation is caused by adverse weather conditions, the action of air traffic controllers, the action of port, airport authorities or governments, the rescheduling of times by the carrier, mechanical breakdown, strike or industrial action or otherwise. In such circumstances you may be able to make a claim under your insurance policy.
Your accommodation
This is reserved exclusively for the people named on the confirmation invoice and no other persons are permitted to stay at the accommodation unless this has been agreed with us in writing and appropriate payments made (if applicable) additional guests will be asked to vacate by representatives in the appropriate resorts, accommodation supplier or other person in authority. Should you or any member of your party be responsible for any breakages, loss or damage of any item of the property or 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. The charge will be covered by your breakage fee in the event of accidental damage only.
Special requests
If you have a special request that does not form part of the arrangements described on the website please inform us in writing. We will do our best to comply but cannot guarantee to do so and it will not form part of our contracted obligations. We regret that we are unable to advise prior to departure if special requests cannot be met.
Holiday insurance
Adequate holiday insurance is essential and we strongly recommend that you take out sufficient cover before your departure. We also highly recommend that any insurance purchased should have a 24-hour emergency telephone service in case of an emergency.
Local activities, facilities and excursions
Some facilities, activities and excursions could involve an element of risk. These activities, facilities and excursions are neither run nor controlled by us. If you wish to participate, purchase or make use of any optional activities, facilities or excursions that are not part of your pre booked holiday, we regret that we cannot accept liability in relation to these. The contract for the provision of that activity, facility or excursion will be between you and that provider. Usually these locally paid for activities, facilities and excursions will be subject to local law and jurisdiction. The discretion to partake in any such activities, facilities, or excursions is entirely at your own risk. You are responsible for taking sensible precautions for your own safety and for the safety of any children or family members for whom you are responsible. Please liaise with the supplier of the facility, activity or excursion for the Terms and Conditions of your activity, facility or excursion which will govern your contract.
If you have a complaint
If you have cause for complaint whilst on holiday or on your return, this must be brought to our attention immediately so that action can be taken at the time to rectify the problem. Should the local representative, property owner or management company be unable to resolve the matter, details of the complaint must be notified to Stay In Madeira Iaslands in writing within 28 days of the end of your holiday. Any claims received outside this period or these not reported on holiday cannot be considered as if you do not tell us about your complaint promptly, it may prove difficult to investigate or rectify your complaint.
Behaviour
At all times during your holiday, you are expected to have consideration for your fellow passengers and other third parties. If in the opinion of ourselves, any accommodation owner or other person in authority, you are or appear to be behaving in such a way as to cause, or to be likely to cause, danger, distress, annoyance or damage to property, either ourselves or the supplier concerned may terminate your holiday arrangements. In this situation, we will have no further liability to you and will not be responsible for meeting any expenses you incur as a result, making any refund or paying any compensation. In addition, you will be responsible for any expenses we incur as a result of your behaviour, such as breakages.
Passports, visas and health requirements
It is your responsibility to ensure you have a valid passport and visa (if applicable). The information given here is a guide only for British citizens whose passports were issued within the UK. Clients should check with their local passport office if in any doubt. Passport reminder: only full ten-year passports with a recommended six months validity on your return travel date are valid for travel overseas and children now require their own passports. If you need to obtain a new passport, this will normally take two weeks by post.
Should you require further information please contact the passport office on 0870 5210410 or visit their website at www.ukpa.gov.uk. (Uk Passengers Only)
Your airline may refuse travel if you do not have a valid passport, visa and entry permit (if applicable). We are not obliged to help you if you are refused travel. Your passport and travel documents must be intact: you may not be able to travel if they are damaged or have been tampered with. Passport, visa and health requirements are subject to change and it is your responsibility to check the up-to-date position in good time before departure.
Data protection policy
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any other requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your arrangements such as villa management companies/villa owners, transport companies etc. We will not, however, pass any information onto any person not responsible for part of your travel arrangements.
Promotional offers
From time to time we may promote special offers. Offers cannot be used in conjunction with any offer running at the same time and are subject to availability.
