Terms & Conditions
Select Sites is a trading name of Greenbank Holidays Ltd, part of the Homair Vacances group. Any reference to ‘we’, ‘us’ and ‘our’ in these booking conditions is to Greenbank Holidays Ltd. The address for Greenbank Holidays Ltd is Hartford Manor, Greenbank Lane, Northwich, Cheshire CW8 1HW. The following terms and conditions show our commitments to each other and form your contract with us. Your contract will be governed by English law.
Where we arrange travel arrangements for you the relevant operator’s terms and conditions will apply to your booking and a separate contract between you and the operator will be formed. Our contract will apply to the agency services we provide to you in arranging your flight or other travel arrangements however if there is any conflict between our contract and the operator’s terms, the operator’s terms will take priority.
Brochure information and prices
We publish brochures many months before you actually go on holiday and as far as we are aware, all information is correct at the time of printing. However, things may change after the brochure has been published. If there are any significant changes or we find any mistakes, we will advise you of the latest information at the time of booking or, if you have already booked, as soon as reasonably possible afterwards. Please see ‘Changes made by us’ below. If changes to transportation costs, taxes, dues or fees arise before you have paid for your holiday in full, we may pass on differences in cost, however we will absorb an increase of up to 2% of the cost of your holiday (excluding insurance premiums and amendment fees). If the price of your holiday increases by more than 10% you will be entitled to cancel your holiday with a full refund and compensation (refer to ‘Changes made by us’ below). We will not add any extra costs once you have paid for your holiday in full unless you make any alterations to your holiday (please refer to ‘Changes made by you’ below).
Booking and paying for your holiday
When you book your holiday, you will have to pay either the deposit, or, if it is 10 weeks or less before you go, the full cost of the holiday. You must be 18 or over at the time of booking and be present on the holiday for its entire duration. We reserve the right to refuse any booking. Bookings are not transferable to another party. Once you have booked and paid a deposit, a contract will exist between us. Our contract is binding on you and all members of your party including children. It is your responsibility to ensure that you and all members of your party are aware of and accept the whole of our contract and the obligations contained in it. Our arrangements are effective from the date our contract is formed until the last member of the party has completed their holiday.
As soon as all your requirements have been confirmed we will issue an invoice showing the holiday details and price. Please check all paperwork that we send you carefully and call us immediately if you have any queries. If you wish to cancel your booking with return of your deposit, you must notify us within 7 days of the date upon which our contract is formed. However this does not apply to bookings confirmed within 8 weeks of departure or to extra deposits or similar payments made (including, without limitation, for motorail, Eurotunnel or Irish ferry bookings). Full payment must be received by us at least 10 weeks before departure otherwise we will be entitled to cancel your holiday with loss of deposit.
A charge of 2% will be applied to all credit card transactions over the value of £100 (a charge does not apply to debit / switch card transactions). Select Sites do not accept multiple credit card transactions against the same invoice.
Greenbank Holidays Ltd is a member of ABTA (ABTA no V2310). This means the holidays in this brochure are protected by ABTA. For further information on the benefits and financial protection provided by ABTA, visit the ABTA website at www.abta.com
Transport Conditions and delays
You enter into a separate contract with the transport operators based on their conditions of carriage. These are available on request or at terminal of departure. If we are notified of a significant delay by the travel operator, we will contact you where reasonably possible before departure to inform you of this. If you incur additional expenses as a result, you may be able to recover these under the terms of your insurance policy, however it is your responsibility to check the extent and level of cover.
Planning your journey
It is your responsibility to plan your journey and, if taking a self-drive holiday, to provide a roadworthy vehicle. We will not offer a refund for unused accommodation or travel if insufficient time has been allowed for travelling or you have broken down.
Sometimes facilities described in the brochure may be withdrawn for reasons such as maintenance, bad weather or lack of demand at the discretion of the Site owner. Please note that many facilities are not available during low season. If we are aware in advance that a significant number of facilities normally available at the time of your stay will not be available we will treat this as a significant change to your booking and the provisions below under “Changes made by us” will apply.
You must comply with all requirements notified and reasonable instructions given in respect of any aspect of your booking. This includes information supplied pre-holiday and whilst on holiday, in particular in respect of use of facilities and amenities provided at any time during your holiday.
Special requests / needs
We will pass on any special requests but cannot guarantee that these will be fulfilled. Pitch allocation is entirely at the discretion of the campsite management. In some cases an extra charge may be payable to facilitate a special request.
Any customer with restricted mobility, particular care requirements or disabilities should discuss their requirements at the time of booking. Whilst we will use reasonable endeavours to accommodate such needs, they cannot be guaranteed unless we confirm this to you in writing.
Changes made by you
If after our contract is formed you would like to make any amendments to your booking you can contact us to see if your request can be accommodated. However, please note that any amendment is subject to our acceptance. All amendments will be subject to a £25 amendment fee (or a £40 fee if you amend within 10 weeks before your holiday start date or during your holiday) plus any additional cost arising from the amendment you wish to make. There are also additional charges for specific amendments made at any time of the year, as detailed below:
• If, after our contract is formed, you reduce the number of nights on site, the deposit of £5 per night will be lost. There will be an additional amount of £5 per night payable in respect of any new reservations. If you reduce the number of nights within 4 weeks of departure you will be required to pay for the original nights reserved.
• A change made within 10 weeks of departure, where you alter the holiday dates, shorten the holiday duration or cancel any hotel bookings, may incur cancellation charges as shown below.
• A change of date by more than 2 weeks will be treated as a cancellation of the original holiday.
• If you make a change whilst on holiday, you must pay any additional costs for alternate accommodation, services which were not pre-booked or for extra party members.
• If you amend or cancel your travel arrangements or you lose your travel tickets, you must pay for any extra charges or cancellation fees levied by operators. This includes flight, motorail, Irish ferries where, at the very least, you will lose the additional deposit paid.
Cancellation by you
You must give notice to cancel in writing signed by the lead member of your party. The effective date of cancellation will be the date we receive your written instruction. In this event a cancellation charge will become payable by you to cover our reasonable costs including any cancellation charges set by third party operators. In addition to retaining your deposit and any amendment charges you have paid, you must pay the charges shown below which may be recoverable by you under your travel insurance policy, depending on its terms:
Number of Cancellation charge
days before as % of total
departure holiday cost*
More than 56 days Loss of deposit
29 - 56 days 50%
22 - 28 days 70%
14 - 21 days 90%
Less than 14 days 100%
* excludes insurance premiums, amendment fees and travel costs that are not refundable in the event of cancellation.
Changes made by us
From time to time we may have to change your holiday arrangements and if so, we will notify you as soon as reasonably possible. If changes made before departure will have a significant effect on your holiday we will offer you the opportunity to decide whether you wish to:
(a) withdraw from our contract without penalty receiving a full refund of all monies you have paid to us; or
(b) accept the changed arrangements and continue with your booking; or
(c) accept our offer of a substitute holiday (where possible) which is of equal or higher value than that which you booked (which will be offered subject to you paying any price differential between the two holidays). We will refund any difference in price where the substitute holiday accepted is of lower value.
A significant change for the purpose of this clause includes a change of campsite where location and/or facilities offered significantly differ from those originally booked, where the stay was for a minimum of 3 nights, a change of departure time by more than 12 hours or a cost increase of more than 10%. On rare occasions we may have to cancel your holiday.
In addition, if we make a significant change before departure (unless the change is a result of circumstances listed under the heading ‘Changes for reasons beyond our control’) or have to cancel your holiday, we may pay compensation where we feel it is appropriate. The following are guidelines only in respect of the amount which we may pay:
Number of days Compensation if you Cancellation if
between notification continue you cancel
of change & departure
Over 56 days Nil Nil
29 - 56 days 10% 5%
22 - 28 days 12.5% 5%
14 - 21 days 15% 10%
Less than 14 days 20% 10%
* excludes insurance premiums, amendment fees and travel costs.
If changes are necessary after departure, we will make alternative arrangements so that you can continue your holiday wherever possible or, if you do not wish to accept the changes, we will make arrangements for you to return home. If appropriate, we will pay compensation in line with the above.
Changes for reasons beyond our control
Some changes are necessary because of unusual and unforeseeable circumstances which neither we nor our suppliers could avoid, even with all due care. These circumstances include industrial disputes, closure or congestion of ports or airports, road blockades, unavoidable technical transport problems, war, civil unrest, terrorist activity, natural or nuclear disaster, epidemic or disease, adverse weather conditions or similar events. In these circumstances, you will not be entitled to compensation.
Greenbank Holidays Limited T/A Select Sites is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.
Insurance cover provided by us starts from the date you pay for your holiday in full. If you take out alternative insurance you must provide us with details of your insurance by the time you have paid for your holiday in full. After you have paid for your holiday in full you cannot receive a refund of the premiums, unless it is for reasons covered under 'changes made by us'. If you purchase insurance through us, your Insurance Policy Document will be sent to you with your Holiday Invoice. Any duplicate Insurance Policy Documents issued will incur a charge. You can only cancel the insurance we offer if it is within 14 days of the date of issue or receipt of the terms and conditions, whichever is later.
Help with claims against third parties
If you book a holiday through Greenbank Holidays Ltd and you become ill, are injured or suffer death as a result of an activity which is not part of your pre-booked holiday arrangements, we will provide reasonable help. This may include helping to pay initial legal costs in taking action against the person responsible, as long as you ask for our help within 90 days of the incident in question. This help is not compulsory and the most we will pay is £5000 for each holiday booking. If your insurance policy covers any costs arising from an incident, or if you make a successful compensation claim against anyone involved in the incident, you must repay any amounts we have paid to help you. If you accept our help, you still retain any statutory rights which you may have to claim against us or a third party.
Our liability to you
We accept responsibility if any of the services we agree to provide as part of our contract are not of a reasonable standard. We also accept responsibility for the negligent acts of our employees, agents, suppliers and sub-contractors, whilst carrying out work on our behalf exclusively as part of your contract with us, including where death, injury or illness results. However, we will not accept responsibility for any circumstances listed under the heading ‘Changes for reasons beyond our control’ or failures which are either attributable to you or to a third party unconnected with our contract or for failures of any travel operators with whom you have a direct contract.
Where any claim or part of a claim concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any, sea, rail or road carrier or any stay in a hotel which we agree to supply to you as part of our contract, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention which applies to the travel arrangements or hotel stay in question (for example, the Athens convention for international travel by sea). When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. The sums payable for death, personal injury or loss/damage to belongings may be limited under these conventions and you may therefore wish to consider taking out extra insurance cover.
In all cases (other than death or personal injury), the most we will have to pay if we are found liable on any basis is twice the price the person affected paid for the holiday (excluding insurance premiums and cancellation charges) but this will not be payable in all cases.
Liability of suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see above). Copies of these terms and conditions are available on request from ourselves or the supplier concerned.
We want all our customers to have an enjoyable holiday but you must remember that you are responsible for your actions and the effect they may have on others. You must abide by campsite rules and transport operator regulations, take reasonable care of your accommodation and take precautions for your own safety. If we (or another person in authority) believe your actions could upset others or put them in danger, or damage property, we may end your holiday. This could mean you are prevented from using your accommodation or using the transport we have arranged. If this happens we will not pay compensation or meet any expenses you incur as a result.
Children’s supervision & parental responsibility
You are responsible for the supervision of all members of your party under the age of 21. You must supervise your children and babies at all times unless a child is participating in any supervised activity. This is particularly important in all children’s play areas, in licensed areas, close to lakes and waterways, whilst cycling and in swimming pools, where specific ratios may apply. You must collect your child(ren) from supervised activities at the appointed time.
In making a booking you agree to abide by the site regulations as they apply during your stay and to accept the jurisdiction of the site management. We cannot be responsible if customers are ejected from or refused entry to pre-booked pitches/accommodation due to infringement of regulations, offensive or illegal behaviour or the contraction of a contagious or infectious disease or illness. You must also accept that the provision of site services and facilities may be restricted outside July and August or in the case of adverse weather conditions. Any negotiations concerning pitches are between the customer and the site management. We cannot be held responsible if you suffer damage as a consequence of failing to take reasonable precautions for your own safety and that of members of your party.
If you have a complaint
Should you have a problem or complaint, please see the site management or representative of the supplier of the service who will normally be able to sort it out immediately. If the problem cannot be resolved to your satisfaction please telephone us on 01606 787666 during office hours. We always try to resolve problems immediately wherever possible. However, if you are still not satisfied, please write to us with details of your complaint within 28 days of returning home. If you fail to do so within this period, it may affect us investigating the points you raise fully and therefore affect the amount of compensation you are entitled to. The address to send your complaint to is: Customer Services, Select Sites, Hartford Manor, Greenbank Lane, Northwich, Cheshire CW8 1HW.
We aim to resolve all complaints ourselves, but if this is not possible all complaints arising out of a holiday booked through Greenbank Holidays Ltd can be considered under a scheme devised by ABTA and administered by the Chartered Institute of Arbitrators. To take advantage of this scheme you must contact the Chartered Institute of Arbitrators within 9 months of returning from your holiday. It does not apply to claims over £25,000 in total or £5,000 per person, or to claims mainly about illness or injury.
We are bonded in the Republic of Ireland under the Transport (Tour Operators and Travel Agents) Act 1982.
In order to process your booking we need to collect certain information from you. These details include, where applicable names and addresses of party members, credit/debit card or other payment details, special requirements relating to disability or medical conditions which may affect your arrangements. We take full responsibility for ensuring the security of these details. We must pass on the information to the relevant suppliers of your travel arrangements such as ferry companies, campsites, hotels etc. Where necessary such companies may be outside the European Economic Area (EEA). In making a booking you consent to this information being passed on to the relevant organisations. Your information will be kept on file and may be used to send you details of future offers and brochures. We may also provide your details to selected third parties for similar purposes. If you do not wish to receive such information please let us know as soon as possible. You are entitled to a copy of your information held by us. We may make a small charge for providing this to you. Under the 1998 Data Protection Act your data controller is Greenbank Holidays Ltd.
Registered in England No. 1160442. Publication date November 2012.