Booking terms and conditions

We are PGL Travel Limited (referred to in these terms as PGL or we/us/our) company number 01191534 and our registered office is Alton Court, Penyard Lane, Ross-On-Wye, Herefordshire, HR9 5GL.

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. 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.

Where you pay using Klarna’s Pay in 30 days or Pay in 3, payments will be made in accordance with the agreed payment schedule. If you don’t pay the full amount by the final due date, then you risk your booking being cancelled and the loss of your deposit. You may also be liable for any cancellation charge outlined later in these terms and/or Klarna’s late payment fee. For more detailed information please see our Klarna FAQs which can be found here.

Please note: Klarna’s Pay in 3 / Pay in 30 are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. T&Cs apply.

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

Where you have paid using Klarna, once we have confirmed the changes, Klarna will update your payment(s) accordingly or refund any amounts due. Refund processing times may vary and depend on your bank.

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.

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

Compensation will not be paid for any losses where a change or cancellation is due to circumstances outside our control, including but not limited to changes in relevant laws and regulations, war, terrorism, civil unrest, industrial dispute, Government action, risks to human health such as serious disease, adverse weather or natural or nuclear disaster. We will we contact you as soon as possible to let you know and do what we can to reduce the impact. Where we are unable to provide a suitable alternative and so cancel your booking you will receive a 100% refund. If you paid using Klarna they will cancel any remaining payments and refund anything you’ve already paid to the card you used to make the payment.

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. Where you have paid using Klarna, once we have confirmed the changes, Klarna will update your payment(s) accordingly or refund any amounts due. Refund processing times may vary and depend on your bank.

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.

Where you have paid using Klarna, once we have confirmed the cancellation, Klarna will update your payment(s) accordingly or refund any amounts due. Refund processing times may vary and depend on your bank.
If you’re due a full refund , Klarna will cancel any remaining payments and refund anything you’ve already paid to the card you used to make the payment.
If you’re due a partial refund that’s more than the remaining balance on your order, Klarna will deduct the amount from the outstanding balance first and refund the difference to the card you used to pay off the purchase. If the partial refund is less than the remaining balance on your order, they will deduct the amount from the outstanding balance and spread the remaining balance evenly over the remaining payments.

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

ABTA arbitration
If you are still unhappy, your complaint may be referred to arbitration under a special scheme arranged by the Association of British Travel Agents (ABTA) in conjunction with the Hunt ADR. ABTA offer a 2 stage process: Stage 1 is a less formal process. If you are unhappy with the outcome of Stage 1 you can continue to Arbitration under Stage 2. This scheme provides for a simple and inexpensive method of arbitration. The fee to apply for Arbitration is £150. 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.

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 £1,000 500 per person. Application for arbitration must be made within 18 months of return from holiday or the intended return date. More information can be found at www.abta.com/help-and-complaints. Further details can be supplied by ABTA on request. Their address is: 30 Park Street, London SE1 9EQ.

Court Claims If you’re not satisfied with the outcome, you can go to court. Wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims in the courts of the country you live in.

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.

We are also responsible for and nothing in these Terms seeks to exclude or limit:

• Our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.
• Your legal rights as a consumer. For details please visit the Citizens Advice website www.citizensadvice.org.uk.

We will be responsible for any foreseeable losses that you may suffer as a result of our breach of these Terms or as a result of our negligence. Loss is foreseeable if it is an obvious consequence of the breach or negligence or if it is contemplated by you and us when the Contract is created.
We will not be responsible for any loss that is:

• Unexpected – it was not obvious that it would happen and nothing you said to us before we accepted your booking meant we should have expected it (so, in the law, was unforeseeable);
• Caused by circumstances outside our control, as outlined above;
• Avoidable. Something you could have avoided by taking reasonable action;
• A business loss such as loss of profits or income or damage to goodwill

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 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.

Responsibility of the booker: 

By making a booking, you (as the lead passenger) confirm that you’re over 18 and accept financial responsibility for payment of the booking.

It is your responsibility 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 (UK GDPR) and safeguarding responsibilities. 

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

To comply with our safeguarding and data protection (UK 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 and have made them aware of how we use and process their information. 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