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Please find below our Terms and Conditions relating to all Bookings made through Frances Laurence, and for the use of our Website. Should you require a copy of these terms please contact us.
BOOKING CONDITIONS
Your holiday Contract
When you make a booking as Party Leader you guarantee that you have the authority to accept and do
accept on behalf of your party these terms and conditions. You must be at least 18 years old to make a
booking with us. Your contract with Frances Laurence is made once your booking has been confirmed. Your
contract with us will be governed by English Law and is subject to the exclusive jurisdiction of the English
Courts at all times.
Your personal details
Frances Laurence is not the owner of the villa booked and reserves the right to provide personal details of the Party Leader and party members at its sole discretion.
Paying for your holiday
The Booking deposit of 25% of the total holiday price must be paid to Frances Laurence before the holiday booking can be confirmed. The balance is payable no later than ten weeks prior to the Holiday start date. Cheques can only be accepted if received and cleared at least ten weeks before the Holiday start date. If the balance is not paid to Frances Laurence at least ten weeks before the Holiday start date, Frances Laurence reserves the right to cancel the holiday contract. In these circumstances, the Booking deposit will
not be refunded.
When you pay for your holiday by credit/debit/charge card, Frances Laurence reserves the right to levy a 5% handling charge for each payment made by these means when booking more than eight weeks in advance of travel. Booking confirmation will not be issued until your holiday has been paid for.
Late Booking
Bookings made less than ten weeks before the Holiday start date will be classed as a Late Booking. Late Bookings must be paid in full by bank transfer before confirmation can be issued by Frances Laurence.
Confirmation
Please check your confirmation invoice, final itinerary and all other documents you receive from us, immediately on receipt. You must contact us immediately if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the holiday we have confirmed to you. If you cancel or alter your booking later on, you may have to pay an amendment charge. We reserve the right to refuse your booking. If we do this we will refund any money already paid to us.
If you change your booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the Party Leader.
If one of your party withdraws from the holiday, someone else can take their place providing they satisfy the conditions of the original booking, and you inform us in writing at least 14 days before departure. The Party Leader must sign the letter.
If you cancel your holiday
To cancel the entire holiday, the Party Leader must write to us directly, by recorded delivery at the address on your booking confirmation. Cancellation takes effect on the date we receive your letter. If you cancel after we confirm your booking, you must compensate us for losses, as we incur costs from the moment you
make the booking. The closer your cancellation is to the departure date, the less likely we are to recover the costs by re-selling the holiday at the brochure price. Our cancellation charges therefore increase as the departure date approaches, as shown below.
If you have to cancel for a reason covered by your insurance policy, any losses must be claimed directly from the relevant insurance company. When only some members cancel in a group that has booked a holiday together, the charge will be based on the price of their holiday only. Remaining passengers in the group must pay any increased costs for the holiday.
The following cancellation charges apply:
More than 10 weeks prior to departure – deposit and insurance premium (if applicable)
70 – 43 days prior to departure 30% of the cost of your holiday or loss of deposit whichever is greater.
42 – 29 days prior to departure 50% of the cost of your holiday or loss of deposit whichever is greater.
28 – 22 days prior to departure 70% of the cost of your holiday
21 – 15 days prior to departure 90% of the cost of your holiday
14 – 0 days prior to departure 100% of the cost of your holiday
Your accommodation
This is reserved exclusively for the people named on the confirmation invoice and no other persons are permitted to stay at the accommodation unless this has been agreed with us in writing and appropriate payments made (if applicable). Should you or any member of your party be responsible for any breakages, loss or damage of any item of the property or additional cleaning has been necessary, a charge will be made locally or an invoice will be sent to you on your return to the UK. Frances Laurence reserves the right to deduct any charges from the Breakages deposit.
If your arrival will be delayed, you must contact the person whose details are given on our booking confirmation so that alternative arrangements can be made. If you fail to do so you may not be able to gain access to the Property. If you fail to arrive by midday on the day after the Arrival Date and you do not advise the contact of your anticipated late arrival we may treat the booking as having been cancelled by you Access to the property on your Arrival Date is from 1600 and you must vacate the property on your departure date by 1030 unless special arrangements have been made through Frances Laurence.
Holiday insurance
Holiday insurance is the sole responsibility of each individual party member. Frances Laurence accepts no liability for loss, damage, personal injury or the cost of medical or other treatment.
Our liability to you
Frances Laurence is not liable for loss, damage, injury or death caused by an event or circumstances beyond its reasonable control including, without limitation, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lockouts,
strikes or other labour disputes, or restraints or delays affecting carriers. Frances Laurence will not accept liability if illness, injury or death is the fault of the Party Leader or any party member.
Frances Laurence liability shall not in any event exceed the total holiday price.
Accuracy
All information contained within our website has been compiled from up-to date information, which we amend as frequently as possible with any changes. However there may be occasions when the advertised property is not as advertised, due to modification. Such situations may be due to local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this we will notify you as soon as possible, but we cannot be held liable for circumstances beyond our control. It is also important to remember that depending on the season, some restaurants, communal pools, water sports and water parks do not operate at all times.
Building Works
From time to time, building work and the associated noise is unavoidable. We do not control such work and we do not receive advance notification of when such work will commence. We will notify you as soon as we are made aware of any building work that may affect your holiday. However we will not offer compensation.
If you have a complaint
If you have cause for complaint whilst on holiday, this must be brought to the attention of the villa management company immediately so that action can be taken to rectify the problem. Unless there is a valid reason why you failed to report your complaint to the villa management company, Frances Laurence will not consider themselves to be liable for those complaints. Should the villa management company be unable to resolve the matter, details of the complaint must be notified to Frances Laurence in writing within 28 days of the end of your holiday. Notification of any complaints received outside this period cannot be considered. If you do not tell us about your complaint promptly, it may be difficult to investigate your complaint thoroughly.
Behaviour
Frances Laurence can end your holiday if your behaviour or that of any party member is likely in our opinion to cause distress, damage, danger to or to annoy our other customers, employees, accommodation or anyone else. In these circumstances Frances Laurence reserve the right to refuse to complete your holiday arrangements and will not be liable for any refund, compensation or any other costs you have to pay. Frances Laurence cannot accept responsibility for the behaviour of others in your accommodation. Adults must supervise children at all times.
Swimming Pool
Children must not use the swimming pool without adult supervision.
Pets/Animals
Unless otherwise advised, pets and animals are not permitted in the accommodation.
Access
The property owner and their representative must be permitted to enter the property at all reasonable times upon giving 24 hours notice to inspect the property or contents, carry out necessary repairs to the property or to take meter readings.
Breakages Deposit
Guests are requested to pay a returnable deposit of 20% of the holiday value unless specified differently. This deposit must be received at least two weeks prior to departure unless instructed to pay on arrival. This will be re-paid in full within at least 4 weeks of returning minus any deductions.
Accommodation Courtesy
While you are on holiday we ask that you respect the condition of the accommodation and ensure that standards are maintained. You are on holiday and are not expected to clean the accommodation but you are required to remove any stains and replace items damaged by party members
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WEBSITE TERMS OF USE
Statement & Security
Frances Laurence Limited (referred to in this Privacy Statement as "Frances Laurence") respects your privacy and is committed to protect the personal information that you share with us. Below is our privacy policy that applies to www.franceslaurence.com, and/or any Web site (referred to in this Privacy Statement as the "Site") owned, operated, licensed or controlled by Frances Laurence. This Site is intended for use by persons who are residents of the United Kingdom or Ireland and who are over 18 years of age. By using this Site or communicating via telephone or otherwise with Frances Laurence, you are accepting the practices
described in this Privacy Policy.
Information Collection
When you browse the Site and have not registered for any online service from Frances Laurence, you browse anonymously. Personal Information ("Personal Information" is defined as any information that identifies or can be used to identify, contact, or locate the person to whom such information pertains including, but not limited to, a first and last name, E-mail address, a home, postal or other physical address, or other contact information) is not collected as you browse. Frances Laurence does, however, use
"cookies," "client variables" and "session variables" to collect information about how the Site and server are used and to recognize you as a Frances Laurence online service user when you re-enter our Site. Information, such as the server your computer is logged onto, your browser type, and whether you entered the Site via a Web site or E-mail hyperlink, is collected and tracked in aggregate. This information is used for the purpose of measuring response rates to Web page and E-mail hyperlinks as well as overall Site activity and performance.
When you register for or request any Site service, you may be asked to provide us with Personal Information which is used to enhance your Site experience, expedite communications, allow you to receive electronic/postal mailings from Frances Laurence, or to be contacted as requested. Additionally, we may request your upcoming travel plans and the next destination you plan to visit which allows us to further personalize your Site and E-mail messages you may receive to meet your specific needs, as well as make Frances Laurence product improvements. We may also use this Personal Information in aggregate to generate market research reports.
IP Addresses
Frances Laurence collects the IP addresses used to access our Site and the dates and times of access. This information is used to analyze trends, administer the Site, track user's movement, and gather broad demographic information for aggregate use. IP addresses are not personally linked to identifiable information.
Registration for Online Products & Services
In order to provide you with a particular Site product or service, we may request that you voluntarily supply us with Personal Information for purposes such as correspondence, Site registration, submitting an application or booking request, placing an order, requesting product descriptions, or participating in Site
surveys and/or contests. If you are known to us as a registered user of a Frances Laurence Site, we may combine information about your use of Site products or services with certain other online and offline information we have about you as a Frances Laurence customer as well as information available from
external sources in order to customize your Site experience and present you with relevant online and offline communications.
Information Use
We may use Personal Information you have given us within our group of companies to, for example, provide a service, ensure proper booking, measure consumer interest in our various products and services and inform you about products and services. If you have provided your E-mail address to us or to a company we've partnered with to make their products and services available to you, we may send you E-mail. These E-mails may be based on Personal Information you provided in your initial transaction with us, in surveys both online and offline, from information that may indicate purchasing preferences and lifestyle, as well as available from external sources. These E-mails come directly from Frances Laurence. You can opt-out from receiving E-mail from Frances Laurence as described below in the section, "Declining E-mail." When we send you E-mail, we may use your E-mail address to identify information about your receipt of the E-mail, including whether the communication was opened, how many times it was viewed and whether you clicked on an embedded hyperlink to reach a particular product or service. This information is used to measure response rates to E-mail communications as well as enhance your Site experience.
Information you supply to us will be passed to our suppliers (such as airlines, hotels, transport companies) and agents only where necessary for the purposes of booking your holiday. This may include the transfer of information outside the EEA (European Economic Area).
Frances Laurence does not provide your Personal Information to our business partners. However, we may send you offers on behalf of our business partners. If you take advantage of an offer from an Frances Laurence business partner and become their customer, they may independently wish to send E-Mails to you. In this case, you will need to inform them separately if you wish to decline receiving future E-mails from them.
We may share Personal Information with law enforcement agencies in the event of a criminal investigation or suspected illegal activity.
Contests
When you enter a contest or other promotional feature on the Site, we may ask for your Personal Information so that we can administer the contest and notify winners. Participation in these contests is completely voluntary and you therefore have a choice whether or not to disclose the required information.
Online Surveys
We value opinions and comments from Frances Laurence customers, and you may have the opportunity to give us your feedback through Site surveys. In conducting these surveys, we may ask for your Personal Information so that we can appropriately identify you. Survey and Personal Information collected will be aggregated and used to make improvements to the Site and improve Frances Laurence products and services. Participation in these surveys is completely voluntary and you therefore have a choice whether or not to disclose the required information.
Message Boards
Users of Site Message Boards agree not to post any material which is knowingly false and/or defamatory, inaccurate, abusive, vulgar, hateful, harassing, obscene, profane, sexually oriented, threatening, invasive of any individual's privacy or otherwise in violation of any law. Users agree not to post any copyrighted
material unless they are the owners of the copyright. Users remain solely responsible for the content of their messages, and agree to indemnify and hold Frances Laurence harmless with respect to any claim based upon the transmission of their message(s). As a user of a Message Board, in the event of a complaint or legal action arising from any posted message, Frances Laurence reserves the right to reveal your identity (or any other information about you in our hands). Frances Laurence does not vouch for or warrant the
accuracy, completeness or usefulness of any message, and is not responsible for the contents of any message. The messages posted express the views of the author of the message and not necessarily the views of Frances Laurence. As a user of a Message Board: (a) you automatically grant to Frances Laurence
(or warrant that the owner thereof has granted to Frances Laurence), a nonexclusive, royalty-free license to use, modify, copy, distribute, transmit, publicly display, publicly perform, publish, adapt, create derivative works of, transfer or sell any such content, for any purpose whatsoever, including, without limitation, a commercial purpose, without any compensation to you; and (b) you agree that you will not publish, submit, or display such content to or on any other commercial travel-related web-site or on-line service without Frances Laurence’s prior written consent, which consent may be withheld by Frances Laurence in its discretion. Frances Laurence reserves the right to edit or delete messages prior to their appearance on the Site. Any user who feels that a posted message is objectionable is encouraged to contact Frances
Laurence immediately by E-mail at info@franceslaurence.com.
Declining Email
Frances Laurence provides customers with a means to decline receiving E-mail. At any time, you may request to discontinue receiving E-mail from Frances Laurence by following the opt-out instructionsm included within any Frances Laurence E-mail and informing us of your preference.
Children
This Site is not used to knowingly solicit Personal Information from or market to children under the age of 13. This Site is intended for use by persons who are over 18 years of age.
Customer Information
If you would like information about your account, you believe that Frances Laurence has not complied with this Privacy Policy with respect to your Personal Information, or you have other related inquiries or concerns, you may write to:
Frances Laurence
3 Hayley Croft
Duffield
Derbyshire
DE56 4HJ
England
In your letter, please describe in as much detail as possible the nature of your inquiry or the ways in which you believe that the Frances Laurence Privacy Policy has not been complied with. Frances Laurence will investigate your inquiry or concern promptly.
Linked Internet Sites
You should be aware that other Internet sites to which you link to from this Site may contain privacy provisions that differ from the provisions of our Privacy Statement. Frances Laurence is not responsible for the privacy practices or content of other such sites. We encourage Site users to be aware when they leave the Site and to read the privacy statements of each and every Web site that collects personally identifiable information. This Privacy Statement applies solely to information collected by this Site.
Security
Frances Laurence uses Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. The SSL encrypts, or translates, your order information into a highly indecipherable code, which is processed immediately. When you begin the transaction process, you will move into the secure area of our Site. A warning window may pop up to notify you that you are entering this "safe" area. Once you've entered, the page address (URL) will change from http to https, to let you know you are in a secure area. You will remain in this secure zone for the entire transaction process
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