1. Our terms and conditions

Please read these terms and conditions and our privacy policy carefully before applying, as they form your agreement with us — along with our travel partners’ terms, website information, and any related communications. By submitting an application, you confirm that you accept these terms. 

All holiday and day trip offers depend on available funding or gifted breaks from our travel partners. Submitting an application does not guarantee an offer. 

We may update our terms and conditions from time to time. If a significant change affects your application, we’ll let you know, and you may withdraw at any time. 

Our travel partners provide services related to holidays and day trips — such as accommodation, travel, food or fuel off-set vouchers, and attractions — each with their own terms and conditions. These will be shared through booking confirmations, vouchers, or provider websites. 

We are not responsible for the actions or services of these providers. 

2. Interpretation

The follow definitions and rules of interpretation apply in relation to these terms and conditions:

1. Your role as a referrer

As the referrer, you are responsible for: 

• Ensuring you have your organisation’s consent to make an application and agree to these terms.
• Informing us immediately if your role or the family’s support changes.
• Fulfilling your duties, including:
• Gaining the family’s consent to share their information.
• Completing the application accurately and honestly.
• Supporting the family with planning, booking, and preparing for their holiday or day trip.
• Staying in contact with and supporting the family before, during, and after their trip.
• Completing referrer impact surveys and supporting families to ensure their surveys are completed.
• Advising families on research or story-sharing opportunities.
• Ensuring the family understands all terms and conditions from us and our partners. 

2. Throughout the process

• Information provided within the application must be accurate and we must be made aware if circumstances change.
• You must know all family members included in the application and assess any safeguarding risks.
• Any family members added at a later date must be approved by both you and us; unapproved additions may result in removal.
• Providers may refuse entry to anyone not listed on the booking.
• You are responsible for ensuring the timing and type of holiday or day trip are suitable for the family’s needs. 

3. Withdrawing the application

• Applications can be withdrawn at any time by phone (020 3117 0650) or via the digital withdrawal from within email correspondence from us.
• Withdrawal applies before a booking is made or vouchers redeemed.
• Families can reapply in future if still eligible. 

4. Amending a booking

• If the family’s circumstances change at any point, you or the family may contact us to request an amendment to the application or booking. We will always do our best to help, but amendments are not guaranteed and are subject to the conditions outlined below.
• All amendment requests will be reviewed against our usual application checks, eligibility criteria, and safeguarding requirements. We will discuss with you what changes are possible and explain if there are any that cannot be made.
• Our travel partners and providers also have their own amendment policies. In some cases, they may allow changes to booking type, date, or location if the request meets their specific terms and conditions. For the best chance of success, please contact us as soon as possible so we can liaise with both the provider and the family.
• If an amendment cannot be made and the family is no longer able to go ahead with the holiday or day trip, the booking will either be cancelled (see clause 5) or reallocated to another family. Any relevant cancellation terms relating to food or fuel vouchers will also apply.
• Where a family has tried to amend their holiday or day trip but it has not been possible and a cancellation occurs, we will let you know whether the family is eligible to reapply for an alternative opportunity in the future. 

5. Cancelling the booking

• If the family’s situation changes, or if your organisation is no longer able to support them, and either you or the family need to cancel the holiday or day trip after a booking has been made, or once travel services or vouchers have been used, this will be treated as a cancellation.
• In most cases, we cannot recover funds already paid to the provider for accommodation and train travel. Please be assured that neither the family nor your organisation will be charged for these costs. Where possible, we would encourage you to identify another eligible family you support who could take the place on the holiday.
• If food or fuel vouchers have already been issued to the family, it’s important that these are not activated or redeemed once the holiday or day trip has been cancelled. The referrer is responsible for ensuring the family understands this.
• If vouchers have already been activated or redeemed (either in full or in part), the referring organisation will need to reimburse Family Holiday Charity for the full value of those vouchers in full. Reimbursement must be made via BACS transfer within 14 days of the cancellation or the date the vouchers were redeemed.
• If a cancellation occurs, we will let you know whether the family is eligible to reapply for an alternative opportunity in the future. 

6. Amendment or Cancellation by the provider

• Providers may alter or cancel services due to unforeseen circumstances.
• We’ll work with you to find suitable alternatives but cannot offer compensation for changes or cancellations. 

7. Food and travel contributions

• Food and travel contributions aren’t always included as part of a holiday or day trip offer. If either (or both) are included, we’ll confirm this clearly in the communications you receive from us.
• Where food or travel contributions are provided, we’ll let you know the value and share any specific terms or conditions that apply.
• Food and fuel vouchers are sent directly to the family’s email address provided in the application. Please make sure the email address you include for the family is accurate and up to date. Referrers should not use their own email address as the family’s contact email.
• We can’t take responsibility for vouchers that fail to reach the family due to an incorrect email address or if the family cannot access their email account.
• Vouchers are usually emailed to families around seven days before travel. If the family hasn’t received them within 24 hours of this expected delivery date, please contact us straight away so we can help.
• If an incorrect email address is provided and the vouchers are redeemed by someone else, the referring organisation will need to reimburse us for the full value of those vouchers.
• Food and fuel vouchers are intended for use during the holiday or day trip. They remain valid for 30 days from the date of issue. After this time, any unused vouchers will expire and cannot be reissued. 

8. Travel insurance

• Families should be advised to arrange suitable travel insurance.
• Insurance costs are not covered by us.

9. Health and safety

• Families must follow all safety rules and advice provided by the holiday and travel providers.
• Families are responsible for their belongings; we accept no liability for loss or damage.

10. Damage and antisocial behaviour

• It is your responsibility to discuss damage and anti-social behaviour expectations ahead of the holiday or day trip with the family.
• If the family cause any damage or incur additional costs (e.g. extra cleaning) then the family will be liable to the provider for any costs or charges incurred.
• As per the providers own terms and conditions, the family may be excluded from using their accommodation or facilities if they cause excessive damage to the providers property or if they display anti-social behaviour. In these circumstances it will be the responsibility of the family to cover their own costs for alternative accommodation or transport needed to get them home because of this behaviour.   

11. Complaints

• Complaints about us should follow our Complaints Policy.
• Complaints about travel providers should go directly to them following their procedures.

12. Liability 

• We are not liable for any loss, injury, or damage arising from use of our or our providers’ services. 

13. Indemnity 

• You agree to indemnify us against any claims or losses resulting from breaches of these terms or misuse of our services.  

   

14. Using the family’s personal information 

When you apply for a holiday or day trip on behalf of a family, you will be required to share personal information about the family. It is your responsibility to ensure you have obtained the appropriate permission from all persons listed on the application or booking and that they have given explicit consent for their personal information to be shared with us and used as stated below and in accordance with our privacy policy. 

We will use the family’s personal information for the purpose of: 

 (i) Assessing and processing the application. 

 (ii) To share relevant information with our providers for the purpose of delivering the holiday or day trip. 

 (iii) To contact the family about the application, holiday, or day trip with related questions. 

 (iv) To send the family communications with important information regarding aspects of the application, holiday, or day trip. 

 (v) To contact the family with pre and post travel surveys to gather their impressions and thoughts on their holiday or day trip experience and the difference that it made to them. 

 (vi) To contact the family about taking part in research in relation to the holiday or day trip or their experiences in relation to accessing or taking part in tourism. 

 (vii) To contact the family about taking part in sharing their story. 

We will anonymise the information and data given when using it for statistical analysis, reporting to funders, and in our public impact reporting. 

Please see our privacy policy for further information about how we will use that information in relation to the application, holiday, or day trip. 

https://familyholidaycharity.org.uk/privacy-policy 

15. Force Majeure 

• Neither us or our providers can be held responsible or pay compensation for any delay or inability to perform its obligations under these terms and conditions as a result from events, circumstances or causes beyond its reasonable control. In all circumstances we and our providers will work with you the referrer to try to find a suitable alternative or resolution to any situations that may arise and that are within reasonable time parameters and without causing financial loss to us or our providers. 

16. Law, Courts, and Language 

• These Terms and Conditions are governed by and to be interpreted in accordance with English law. In the event of any dispute arising in relation to these Terms and Conditions in relation to applications made and the supply of any products or services by us, the English courts will have jurisdiction over the dispute. These Terms and our websites are provided in the English language only.