1. Our terms and conditions

You must read these terms and conditions and our privacy policy carefully before accepting them and making an application as they make up your agreement with us, together with our providers’ terms and conditions, the information on our website and all other communications that you receive from us in relation to the application. These terms and conditions apply to the application made by you to us. By making an application to us you are making a declaration that you accept these terms and conditions.

All holiday and day trip offers are subject to suitable funding becoming available. We do not guarantee that by submitting an application to us that we will be able to make the family an offer at any stage.

We may need to update our terms and conditions from time to time. You can find the latest version online on our website. If we make a significant change to our terms and conditions after you have made an application to us, then we will write to you to make you aware. You can withdraw your application at any stage subject to our cancellation terms.

Our providers deliver services that support the holiday or day trip that the family may be offered and use. This may include but is not limited to; travel agents who facilitate making a booking with an accommodation provider, accommodation providers, travel services, food voucher providers, fuel voucher providers, attraction providers or other facilities and activities in relation to the holiday or day trip. The providers will have additional terms and conditions that the family will accept when booking and using the services or products that they provide.

We do not accept any responsibility for the services or actions of the providers in connection with the application, holiday, or day trip.

You can find a copy of the providers terms and conditions on either:

• Communications that come from us or the providers as part of the application, holiday or day trip process that are sent to either you or the family.
• The booking confirmation.
• Any tickets or vouchers the family receives as part of the holiday or day trip.
• On the providers own websites.

 

2. Interpretation

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

Word or phrase	Definition
‘You’ and ‘Your’	The person representing the referring organisation that is making the application for the holiday or day trip, on behalf of the family going on the holiday or day trip.
‘We’, ‘Us’ and ‘Our’	The Family Holiday Charity, a registered charity in England and Wales (800262) and Scotland (SC048203). Registered Company Number 02301337. Our registered office is at Family Holiday Charity, Canopi, 82 Tanner Street, London SE1 3GN
‘We’ and ‘Both'	Us and you.
‘Agreement’	The contract that exists between us based on these terms and conditions, any other conditions we refer to on our website and anything else we agree or send to you in writing in relations to the holiday or day trip.
‘Referrer’	The individual representing their organisation that is applying for the holiday or day trip, on behalf of the family going on the holiday or day trip. Referrers must be registered with us and be from either a registered charity or statutory provided service.
‘Family’	The family that you as the referrer are supporting in a professional capacity and that you are making the application on behalf of.  This includes any support guests that travel with the family as part of the application on the holiday or day trip.
‘Provider’	The companies that are providing one or more parts of either facilitating the booking of, or the individual elements of the holiday or day trip experience such as the accommodation or transport service. This includes the providers that facilitate the distribution of food and fuel vouchers.

 

3. Your role as a referrer

As the referrer that is making the holiday or day trip application you are responsible for:

3.1 Ensuring that you are a registered referrer with us.

3.2 That you have explicit consent from your organisation to agree to these terms and conditions and to make an application for the family that your organisation is supporting.

3.3 That if the support that your organisation is providing the family that you are applying for changes at any point, or if you as an individual change role or leave the organisation that you represent, that you will inform us immediately.

3.4 That you will fulfil your duties as a referrer, these duties include:

 (i) Gathering consent from the family to share their personal information with us.

 (ii) Completing the application in full and to the best of your knowledge.

 (iii) Supporting the family in selecting and booking a holiday or day trip that is suitable and appropriate for them in every way.

 (iv) Supporting the family with planning and preparing for the holiday or day trip.

 (v) Supporting the family during the holiday or day trip and to settle back in when they return.

 (vi) Completing the referrer surveys.

 (vii) Supporting the family to complete the family surveys.

 (viii) Providing the family with support and advice if they choose to take part in research.

 (ix) Providing the family with support and advice if they choose to share their story.

 (x) Ensuring that the family have been informed and understand their obligations and all terms and conditions from us and our providers.

 

4. Throughout the process

4.1 The information that you provide when making the application to us must be correct. You must tell us if there are any changes as soon as possible after making the application, this includes up to and during the holiday or day trip.

4.2 It is your responsibility to ensure that you know all family members and support guests that you are including in the application or booking and that you know them well enough to be able to assess the safeguarding risks within the family.

4.3 For safeguarding purposes if a person is to be added to the application, holiday, or day trip at any stage, then this must be approved by both you and us. It is your responsibility to ensure that the family are aware that they are not permitted to add people to applications or bookings without your approval so that an assessment of any safeguarding implications can be made. We reserve the right to remove persons that have been added at any stage of the process that have not had the correct permissions obtained.

4.4 If the family arrive on the holiday or day trip with persons that are not on the booking confirmation, then the providers reserve the right to decline entry or remove them from site.

4.5 It is your responsibility to assess the individual needs of the family and to make the relevant assessment as to whether this is the appropriate time for the family to have a holiday or day trip. You must continue to assess the family’s situation throughout the period of booking, pre-travel and during the holiday or day trip to ensure that it remains appropriate for the family to travel and so that you can provide them with suitable support.

4.6 It is your responsibility to ensure that the family is booked onto a holiday or day trip that is appropriate for their needs in every way. You should work with the family and relevant provider to ensure that all appropriate information is shared and that a suitable holiday or day trip is booked.

 

5. Restrictions in funding

5.1 The funding we receive often has restrictions that are included in the terms of use sent to us when we receive the funding. We are bound by these restrictions and must ensure that the funding is spent in line with these restrictions. This often means that holidays or day trips will have additional terms and conditions that are then applied to them, such as a date that the family must travel by or restrictions on where the family can travel to. You will be made aware of these restrictions in the communications that are sent to you. It is your responsibility to ensure that the family is made aware of these additional restrictions, and they adhere to them when booking the holiday or day trip.

5.2 We cannot be held responsible for any amendment or cancellation costs, loss of funds or loss of holiday or day trip in relation to bookings that have had to be cancelled or amended because of the holiday or day trip that is booked and that does not meet the funding restrictions that were specified in the communications from us. 

 

6. Withdrawing the application

6.1 If the family’s circumstances or the support that your organisation is providing the family changes at any point and either you or the family, no longer wish to continue with the application then you or the family can contact us to withdraw the application.

6.2 You or the family can withdraw the application at any time by calling us to let us know on 020 3117 0650 during our opening hours that are listed on our website or by completing the digital application withdrawal form that is sent out in communications from us.  

6.3 Withdrawing an application can be used if the family has either, not yet been offered a holiday or day trip or if they have been offered a holiday or day trip but have not yet made a booking with our providers, used any of the travel services or redeemed the food and fuel vouchers that may have been offered to them. 

6.4 Providing the family still meet our eligibility criteria then you will be able to reapply for them again in the future by submitting a new application.

 

7. Amending a booking

7.1 If the family’s circumstances have changed at any point and either you or the family, need to request an amendment to the application or booking then you or the family can contact us to make an amendment request. All amendments are subject to the amendment terms listed below and are not guaranteed.

7.2 You or the family can request an amendment to the application or booking at any time by calling us to let us know on 020 3117 0650 during our opening hours that are listed on our website.  

7.3 Amendments to applications and bookings will be subject to our normal application checks, eligibility criteria and safeguarding rules. We will discuss with you at the time what amendments are possible and what amendments cannot be made if applicable. We reserve the right to decline an amendment request without providing reason or justification at any stage.

7.4 Amendments to bookings are not always possible due to the terms of the funding that was used to pay for the holiday or day trip. Funding that we receive that is used to pay for the holiday or day trip sometimes has restrictions that must be adhered to. The specific terms and conditions that apply to that funding will determine if a holiday or day trip can be amended. This can sometimes be in relation to things such as a holiday or day trip type, date, or location.

7.5 The providers that we use also have their own amendment terms and conditions. In certain circumstances, they will allow a booking to be amended to an alternative type, date, or location if the amendment request falls within the amendment terms and conditions. Please contact us as soon as possible if you or the family would like to make an amendment so that we can work with you, the family, and the provider to see if this is possible.  

7.6 If it is not possible to amend the holiday or day trip and the family is no longer able to attend, then the holiday or day trip will either be cancelled as per clause 8, or the holiday or day trip will be redistributed to an alternative family. Cancellation terms in relation to food and fuel vouchers will apply, see clause 8.

7.7 In the circumstances where a family has tried to amend the holiday or day trip and it has not been possible to do so, then we will notify you at the time if the family is eligible to apply again for an alternative holiday or day trip in the future.

 

8. Cancelling the booking

8.1 If the family’s circumstances or the support that your organisation will be giving the family has changed and you or the family need to cancel the holiday or day trip, but a booking has already been made, or the travel services used or the food and fuel vouchers redeemed, then this is classed as a cancellation.

8.2 You or the family can cancel the booking at any time by calling us to let us know on 020 3117 0650 during our opening hours that are listed on our website.

8.3 Where accommodation and travel services must be cancelled, we will work with the relevant provider in relation to the terms and conditions that apply to cancelling the holiday or day trip. In most cases we are unable to recoup funds that have been paid from the provider. We will not charge the family or the referring organisation for the accommodation costs or travel services for train or bus in relation to the cancellation.  

8.4 Where a holiday or day trip has been cancelled, and food or fuel vouchers have already been sent to the family, then it is the responsibility of the referrer to ensure that the family do not redeem the vouchers at any stage.

8.5 In the circumstances where a family has already redeemed the food or fuel vouchers (even if they have not spent them with a retailer) or then go onto then redeem the vouchers before they expire (up to 30 days after the date they were sent to the family) then it is solely the responsibility of the referring organisation to re-imburse us the full value of the food and fuel vouchers that were issued to the family. All payments must be transferred to us via BACS from the referring organisation within 14 days of the cancellation of the holiday or day trip or of the vouchers being redeemed.

8.6 In the circumstances where a family has had to cancel the holiday or day trip, then we will notify you at the time if the family is eligible to apply again for a holiday or day trip in the future.

 

9. Amendment or Cancellation by the provider

9.1 Wherever possible the providers we work with will do their best to provide the services as described on our or their website, in the communications sent to you or the family, and in the booking confirmations. However, on occasions due to unforeseen circumstances, the provider may need to make an amendment to those services or cancel them.

9.2 In these circumstances the provider will do their best to arrange a suitable alternative that falls within the restrictions of the funding for the family. In some circumstances where a suitable alternative cannot be found then the offer for the holiday or day trip will be withdrawn. Subject to availability and the family’s eligibility, we will notify you at the time if the family is eligible to apply again for an alternative holiday or day trip.

9.3 We cannot be held responsible for amendments or cancellations made by the provider and will not pay any compensation for amendments, cancellations, loss of funds or loss to the family or referring organisation because of these amendments or cancellations.

 

10. Food and travel contributions

10.1 Food and travel contributions are not always included as part of a holiday or day trip offer. If one or both contributions are included in the offer, then you will be notified in the relevant communications from us.

10.2 When food and travel contributions are included in the offer, then you will be informed of what the value is and any additional terms and conditions that apply.

10.3 Food and travel contributions are emailed directly to the family’s email address provided by you within the holiday application. You must ensure that a correct and up to date email address for the family is provided at the point of application. You should not use your own email address as the listed contact email address for the family in the application.

10.4 We cannot be held responsible for food or fuel vouchers that do not reach the family due to incorrect email addresses being provided or the family not having the correct access to the relevant email account.

10.5 Food and fuel vouchers are emailed to the family in advance of the holiday or day trip. We must be notified with 24 hours of the expected date of delivery (usually 7 days before the family travels) if the food or fuel vouchers have not been received by the family.

10.6 We will not reimburse any funds for food or fuel or issue vouchers where we have not been notified in advance of the following: additional family members that have been added to a booking, or where a family did not receive vouchers as expected.

10.7 In the event of an incorrect email address being provided by the referrer for the family and the food or fuel voucher being used by the recipient of the in-correct email address, then it is the responsibility of the referring organisation to reimburse us for the full cost of the vouchers.

10.8 Food and Fuel vouchers are for use while on holiday or the day trip. Vouchers will remain live for 30 days from the date that they are issued. If a family has not claimed and used their vouchers within this timeframe then the vouchers will be withdrawn and will not be re-issued.

 

11. Travel insurance

11.1 It is your responsibility to ensure that the family are made aware of the value and importance of having travel insurance. We recommend that adequate insurance is in place for the family that covers them for the holiday or day trip and all elements related to it.

11.2 We do not cover the costs of travel insurance as part of our offer to the family.  

11.3 It is the responsibility of the referring organisation to determine if insurance is required for the referring organisation’s role in the use of our and our providers services and all activities associated with it.

 

12. Keeping safe and healthy while on the holiday or day trip

12.1 Holiday providers do everything that they can to ensure that everyone is safe while using the accommodation, on site facilities and within their legal responsibilities and regulatory compliance. It is important that the family is made aware of the following:

 (i) The providers terms and conditions and all relevant information provided on the providers website or in communications from them in relation to the family’s holiday or day trip.

 (ii) Any information, advice and rules that apply to keeping safe while on the holiday or day trip that may be available in advance or provided while on the holiday or day trip. These are often available either as part of the providers terms and conditions, in communications sent by them, on the providers website, in welcome packs or displayed around the accommodation, facilities or on transport services.

12.2 You must advise the family of where and how they will learn about health and safety in relation to the holiday or day trip, any relevant information and advice about staying safe and healthy while on holiday or the day trip and their obligation to follow these rules and advice.

12.3 It is the responsibility of the family to ensure personal belongings are safe during the holiday or day trip. If the family chooses to bring any items of value on the holiday or the day trip, then it is the family’s responsibility to ensure that adequate insurance is in place. We cannot accept any liability for loss or damage to any of the family’s belongings.

 

13. Damage and antisocial behaviour

13.1 It is your responsibility to discuss damage and anti-social behaviour expectations ahead of the holiday or day trip with the family.

13.2 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.

13.3 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.  

 

14. Complaints

14.1 If you or the family wish to make a complaint directly to us about the service that you have received from us, then this must be done by following our complaints policy that can be found on our website:

Complaints Policy | Family Holiday Charity

14.2 If you or the family wish to complain about one of the providers, for things such as the accommodation or service received while on the holiday or day trip, then you or the family must complain directly to the provider in line with their complaint’s procedures. The providers individual complaints procedures can be found on the providers websites or in the booking confirmations and documentations that are sent directly to the family as part of the process.

 

15. General provisions

15.1 Nothing in these terms and conditions is intended to, or shall be deemed to, establish any partnership between us and you as the referring organisation, constitute either us or you to be the agent of another, each other, or authorise any, either us or you to make or enter into any commitments for or on behalf of each other.

15.2 These terms and conditions apply individually to each separate application made by the referrer on behalf of each family that they apply for. No two applications can be or should be considered as linked unless specifically specified otherwise in writing and agreed by both us and you.

15.3 It is the responsibility of the referrer to ensure that they have adequate time and resources to support the family throughout the entire process of applying for the holiday or day trip, the period of time leading up to the holiday or day trip, during the holiday or day trip and for a period of approximately 1 month following the holiday or day trip in which time the post travel survey information is collected.

15.4 It is the responsibility of the referrer to ensure that the family surveys are submitted.

15.5 The pre-travel survey must be filled in before the family departs for their holiday or day trip. The post travel survey must be completed within 1 month of the holiday or day trip.

15.6 The family and you as the referrer will be sent a further 6-month and 12-month post-holiday survey to complete. Due to the time frame that lapses between the holiday and the 6-month and 12-month post travel surveys, these surveys are considered optional.

 

16. Liability

Neither we nor any other party involved in creating, producing, or delivering the holiday or day trip will be liable for any incidental, special, exemplary or consequential damages, including lost profits, loss of data or loss of goodwill, service interruption, computer damage or system failure or the cost of substitute products or services, or for any damages for personal or bodily injury or emotional distress to referrers or the family arising out of or in connection with:

 (i) These terms and conditions.

 (ii) From the use of or inability to use our or our providers services, the holiday or day trip.

 (iii) From any communications or interactions that result from your or the family’s use of our or our providers services, the holiday or day trip.

 (iv) In no event will we aggregate liability arising out of or in connection with these terms and conditions, for the use of our or our providers services in relation to the holiday or day trip.

 

17. Indemnity

You agree to release, defend (at our option), indemnify, and hold us and our officers, directors, employees, agents, and providers, harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with:

 (i) Your breach of these terms and conditions.

 (ii) Your improper use of our or our providers services.

 (iii) Your interaction or involvement in the support of the family and the family’s individual members as listed in the application.

 (iv) Any members of the family that travel on the holiday, participate in any activities, or attend a day trip, including without limitation any injuries, losses, theft, or damages (whether compensatory, direct, incidental, consequential or otherwise) of any kind arising in connection with or because of such interaction, stay, participation or use.

 (v) Your responsibility to ensure that you have obtained the correct and appropriate permissions from all persons listed on the application to share their personal information with us for use as specified in clause 18.

 (vi) Your breach of any laws, regulations, or third-party rights.

 

18. 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://www.familyholidaycharity.org.uk/privacypolicy/

 

19. 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.

 

20. 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.