Agency Terms and Conditions


Except where otherwise specified, we The Villa GRP Ltd of Centre Point, Marshall Stevens Way, Trafford Park, Manchester, M17 1PP (“we”, “us”, “our”) act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any services or arrangements you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements.

For all arrangements, your contract will be with the supplier of the arrangements in question (“Supplier(s)”). When making your booking, we will arrange for you to enter into a contract with the applicable Supplier(s) of the arrangements. Your booking with us is subject to these Agency Terms and Conditions, and the specific booking conditions of the relevant Supplier(s) you contract with and you are advised to read both carefully prior to booking. The Supplier’s terms and conditions may limit and/or exclude the Supplier's liability to you.  Each Supplier’s terms and conditions will be stated on our website.

Please Note: You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012.

By making a booking with us, you agree that you:

a.    have read these Agency Terms and Conditions and agree to be bound by them;
b.    consent to our use of your information in accordance with our Privacy Policy;
c.    are over 18 years of age and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services; and
d.    accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

1.    Booking and Payment

In order to confirm your chosen arrangements, you must pay a deposit as required by the Supplier of the arrangements in question. As a guide, our Suppliers usually require a 30% deposit at the time of booking, however, please check on our website where you will see the exact deposit required to book your chosen arrangements. You will also be advised of the specific deposit applicable to your chosen arrangements during the booking process. If you are booking within 8 weeks of departure, full payment will be required by our Suppliers at the time of booking. Your booking is confirmed, and a contract between you and the Supplier will exist when we send you written confirmation on their behalf.

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. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received within 7 days of the balance due date, we will notify the Supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions.

Except where otherwise advised or stated in the booking conditions of the Supplier concerned, all monies you pay to us for arrangements will be held on behalf of the Supplier(s) concerned and forwarded on to the Supplier in accordance with our agreement with the Supplier.

Payments can be made securely by Visa, MasterCard or bank transfer. Card payments carry a 2.5% processing fee.

Please Note: For bookings made within 2 months of the booking start date, payment in full and by bank transfer is required. Payment by credit card may be accepted subject to clearance of our credit card fraud checks.
 
2.    Prices


We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.  You must check the price of your chosen arrangements at the time of booking.

3.    Insurance

You are strongly recommended to take out personal travel insurance for all members of your party. Some Suppliers require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.

4.    Special Requests

If you have any special requests (for example dietary requirements, cots etc.), please let us know at the time of booking. We will pass on all such requests to the Supplier, but we cannot guarantee that they will be met and we will have no liability to you if they are not.

5.    Changes and Cancellations by you

Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will take effect on the day we receive it. Proof of posting is not proof of receipt; therefore you are advised to also confirm all changes to our Customer Services Department by telephone. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met.

Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier of your arrangements. The cancellation charge ordinarily imposed by our Suppliers is 100% of the cost of the arrangements, however, if a different cancellation charge applies this will be advised to you before you confirm your booking.

6.    Changes and Cancellations by the Supplier

We will inform you as soon as reasonably possible if the Supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the Supplier in relation to any alternative arrangements offered by the Supplier but we will have no further liability to you. Please Note – our Suppliers issue full refunds in the event that they are required to cancel your arrangements.

7.    Our Responsibility for your Booking

Your contract is with the Supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

8.    Visa, Passport and Health Requirements

It is at all times your responsibility to ensure that you comply with all passport and visa requirements applicable to your booking. 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.

9.    Complaints

Because the contract for your arrangements is between you and the Supplier, any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the Supplier immediately. If you fail to follow this procedure there will be less opportunity for the Supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

If you wish to complain when you return home, you should write to the Supplier. You will see their name and contact details in any confirmation documents we send you.

If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.

Please note that we do not offer an alternative dispute resolution service.

10.    Security Deposits

A security deposit may be required by the Supplier to cover the cost of any damage to or breakages at the property. If a security deposit is required, it will be set out in the property details on our website or we will otherwise advise you in writing. The security deposit will either be required to be pre-paid or paid to the Supplier or their authorised representative upon arrival. The Supplier reserves the right to refuse entry to the property should the security deposit not be paid.

The cost of any agreed damage caused by you will be deducted from the security deposit, by the Supplier and the balance will be returned to you. If the security deposit paid by you is not sufficient to cover the cost of the damage, the Supplier is entitled to recover any additional costs from you.

If we are instructed on behalf of the Supplier to collect the security damages deposit in advance, the Supplier will authorise us to return all or part of the security deposit (minus any appropriate charges) within three weeks of departure. Delays may also arise whilst waiting for estimates for repair of damage (if applicable). We will endeavour to ensure all security deposits are returned, on behalf of the Supplier, within 75 days of departure.

Refunds will be made by either of the following methods: Refund to the card initially used to make the payment or by Bank transfer in GBP to a UK bank account. If payment is required by bank transfer internationally i.e. outside of the United Kingdom, then the cost of the international bank transfer fee of £20 GBP will be deducted from the payment amount.

If you pay the security damages deposit directly to the Supplier, then the Supplier will arrange to meet you on the day of your departure to check the property and thereafter to return to you the security deposit as required.

In the unlikely event that any dispute as to the amount of final charges to be deducted from the security deposit arises you must liaise with the Supplier directly to try and resolve the issue amicably together. Until such time as the dispute is resolved we will continue to hold the deposit monies as agent and will only release them or any part once the dispute has been amicably resolved and we receive written authority to release the agreed funds by the Supplier.

11.    Check-in and Checkout times

The check-in and check-out times imposed by our Suppliers are ordinarily as follows:

(a)    Check-in after 3pm on the day of arrival; and

(b)    Checkout by 11am on the day of departure.

If these times differ, it will be stated on our website and we will notify you in writing.

12.    Law and Jurisdiction

These Terms and Conditions are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with these Conditions will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

13.    Accommodation Ratings and Standards

All ratings are as provided by the relevant Supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between Suppliers. We cannot guarantee the accuracy of any ratings given.

14.    Documentation & Information

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier(s) in question are intended to present a general idea of the services provided by the Supplier(s) in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.