Booking terms and conditions

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.

The balance of your account is payable not later than 12 weeks before camp commencement. If payment is not made by the due date, we reserve the right to advise you of the cancellation of your camp booking and make a cancellation charge at the appropriate rate. Full payment must accompany bookings made within 12 weeks of departure.

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 Specialist Adventure packages and packages by coach abroad, we provide this security by way of a bond held by ABTA. All other UK PGL trips are not package holidays and are exempt.

If, after you have confirmed your booking, you wish to make any alterations, an administration charge as listed below will be made per amend, unless you have purchased our AdventureFlex policy for which alternative fees can be found here. Any such amendment may be telephoned to PGL in the first instance but must be confirmed in writing 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 camp, 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 camp.

Standard Booking Terms and Conditions Amendment Fees
days prior to travel

• 56+ days prior to travel:  £25
• 29-55 days prior to travel: £50
• 15-28 days prior to travel: £75
• 0-14 days prior to travel: £100

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 camp, 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 camp within 8 weeks of camp commencement, unless the change is due to circumstances beyond our reasonable control, including but not limited to war, riot, civil commotion, act of God, industrial dispute, Government action, epidemic, disease, adverse weather or natural disaster.

• 56–29 days – 10% of holiday price
• 28–15 days – 15% of holiday price
• 14 days or less – 25% of holiday price

The price of your camp 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 camp 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 camp price, you will be entitled to cancel your camp with a full refund of all money paid except for any premium paid to us for camp 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.

In the event you have to cancel your PGL Kids’ Camp, cancellation fees will apply, as follows. If you have purchased our AdventureFlex cover alternative terms will apply which can be found here.

Cancellation of Camps: Standard Booking Terms and Conditions Cancellation Fees

• 57+ days prior to arrival: Deposit retained
• 29-56 days prior to arrival: Refund of 70%
• 15-28 days prior to arrival: Refund of 55%
• 0-14 days prior to arrival: 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:

• Travel costs are only refundable for cancellations received more than 7 days prior to camp commencement
• Optional extras such as bedding or camp kits are refundable for camps cancelled before the day of commencement

All cancellations need to be confirmed to us in writing as soon as possible by emailing [email protected]. 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 camp.

Any refund will be credited back to your original payment method.

Please note: AdventureFlex is not a substitute for travel insurance. We strongly recommend you purchase travel insurance in respect of your booking.

If you have any feedback regarding any aspects of the camp, prior during or after the camp then we would like to hear from you and we want to put this right for you as soon as possible. If you wish to contact someone regarding any aspect of this then you can do the following:

Prior to the camp:
If booking via our team at our Support Centre 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 camp:
If your child is not happy with any aspect of the camp we recommend that they immediately speak to their Group Leader or any member of PGL staff so we are able to help rectify the issues as soon as possible. If your child does not feel comfortable doing this then there is a discreet ‘chatter box’ system on centre which allows them to communicate their concerns in writing.  If you wish to speak to anyone regarding any concerns or issues during the camp we recommend that in the first instance you contact the centre directly and speak with one of the Guestcare Team, who can speak with your child or address any issues raised, alternatively you can speak with one of our team at our Support Centre and we can advise or assist you further.

After the camp:
We want to hear all about your experience as we always use feedback to continuously monitor and improve our camps and ensure we are delivering the highest levels of customer care and service. Once the camp is over we will send you an online feedback form for you as a parent and for each child that visited the centre and ask for you to rate all aspects of the camp 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 camp we recommend that you email our team at [email protected] 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 0333 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 the Institute of Arbitrators. This scheme provides for a simple and inexpensive method of arbitration on documents alone, with restricted liability on a customer in respect of costs. 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 9 months of return from holiday. Further details can be supplied by ABTA on request. Their address is: 30 Park Street, London SE1 9EQ.

If your complaint relates to an online booking, the EU Commission Online Dispute Resolution (ODR) platform is also available for you to submit your complaint here

PGL accepts responsibility for those elements of the camp arrangements which are under our direct control, and for the acts and/or omissions of our employees, agents, subcontractors and suppliers. Save as set out below, no liability is accepted for personal illness, injury or death.

We do accept responsibility for any personal illness, injury or death which results from the negligent (as the word is understood in the English Law) acts or omissions of any servant or agent, or any supplier, working on our behalf in the provision of services or facilities to you and whilst acting within the scope of their employment.

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 cannot be held responsible for the loss of enjoyment or additional expenses due to delays or changes in any travel arrangements or other services which are caused by circumstances amounting to force majeure, such as, but not limited to war, riot, civil commotion, act of God, Government action, epidemic, disease, natural disaster, industrial dispute or adverse weather conditions. 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 camp, 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.

We shall not be liable in respect of any loss of profits, damage to goodwill or any type of special, indirect or consequential loss even if such loss was reasonably foreseeable or we have been advised of the possibility of you incurring the same. Subject to the above, and excluding liability for death or personal injury, our liability shall be limited to £15,000 (pounds sterling) in respect to any one claim.

Responsibility of the booker: 

It is the responsibility of the person making the booking to: 

• Provide correctly, all mandatory information required at initial point of booking.  
• Provide additional mandatory information about their child/ children as required by PGL, prior to their child/ children attending the booked holiday. This will be via the Essential Guest Information Form that will be provided once initial booking has been made. 
• Provide the required contact details for other legal parents/guardians responsible for other children travelling on their booking. This can be provided after the initial booking is but is required in order for us to collect mandatory information from them about their child/ children separately, to comply with data protection (GDPR) and safeguarding responsibilities. 

Responsibility of each legal parent/guardian of children travelling with us 

To comply with our safeguarding and data protection (GDPR) requirements it is the responsibility of each legal parent/guardian separately to fully advise PGL of required information including, any illness, disability, social, dietary, medical or behavioural additional needs that their child/ children currently has, or has recently experienced, which might affect their child/ children or other guests during the PGL camp. This will be provided via the Essential Guest Information form, provided to each legal parent/guardian after initial booking (using the email contact information provided to us by the individual making the initial booking). This information will be reconfirmed to you in our documentation. (All children participating in water sports must be able to meet PGL’s swimming requirements as detailed on our FAQs page.) 

We may also request additional written confirmation confirming the suitability of the camp for your child with particular reference to such considerations as social compatibility, physical access, successful participation and health and safety. We will naturally treat any personal information sensitively and respect confidentiality. We are committed to making our camps as accessible to as many guests as possible, however, very occasionally we may not be able to provide the service required and will refund any deposit paid. 

Whilst we rarely have to, we reserve the right to exclude any child before or after camp commencement if important personal details or mandatory information have not been provided or fully declared and/or his/her behaviour is incompatible with the general enjoyment and wellbeing of others. In these circumstances, collection and any costs for damage or other expenses (if applicable) would be entirely at the responsibility and expense of the legal parent/guardian of the child/children concerned. We regret that in the instance of curtailment due to behaviour we are unable to provide a refund for any unused portion of your Kids’ Adventure Camp.

Inappropriate behaviour not in line with our behaviour policy, may include (but is not limited to):

• Under-age buying and consumption of alcohol 
• Leaving the site unless accompanied by a PGL member of staff 
• Suspected involvement with illegal drugs 
• Smoking and using E-cigarettes or Vaporisers (even if parents/guardians are willing to give their permission)
• Entering accommodation used by the opposite sex 
• Theft or illegal activities 
• Threatening behaviour, bullying, offensive or insulting language to other guests, PGL staff or any other person resident on centre 
• Anti-social behaviour affecting other guest’s enjoyment of their holiday 
• Leaving rooms during the night without a legitimate reason 
• Deliberately tampering with safety systems (e.g. CCTV, Fire Alarms) 
• Misuse of mobile devices 
• Sharing or viewing inappropriate material or abuse of social or other media 
• Damaging other guests property 

At PGL we also believe in second chances and know that many children do recognise the impact of their behaviour. We will therefore reconsider new bookings for previously excluded children, 12 months after their previous booking date. 

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 Kids’ Adventure Camp is not the place to bring mobile phones, expensive watches, jewellery, photographic equipment or other precious items.

We strongly recommend that all guests purchase their own travel insurance.

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. At time of booking or requesting a brochure, whichever is sooner you will be asked if you wish to receive future mailings from PGL and/or carefully selected third parties. 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.

Please click here for details of our privacy policy.

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. 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 www.abta.com