Flexible Holiday Plan

Pinelodge Holiday Ltd Flexible Holiday Plan Terms and Conditions

Section 1:

The Flexible Holiday Plan (“FHP”) provides greater flexibility for amending or cancelling your booking. If you have not taken out the FHP, then the Standard Booking and Cancellation Terms and Conditions (“T&Cs”) shown in Table 1 apply.

Table 1:

 

Section 2:

Table 2 details the amendment and cancellation options that apply if you have taken out the FHP at the time of booking. The FHP terms vary depending on whether the amend or cancellation is used either with or without a ‘FHP qualifying reason’ as detailed in Section 4.

The terms of the amend or cancellation request and any subsequent refunds or charges is determined by the duration of the notice period from the arrival date and the reason for the amendment or cancellation request.

Table 2: 

 

Section 3:

How to use the FHP

To start processing the FHP we will require written confirmation by email of your intention to amend or cancel your holiday as soon as the circumstances arise. You will need to state whether you are using an FHP qualifying reason or another reason. We will respond in writing by email within 24 hours to confirm receipt and advise of the next steps.

Please note that written evidence from a professional expert e.g. medical professional, police, HM Forces etc substantiating your ‘FHP qualifying reason’ must be provided for all qualifying reasons or the terms of the FHP ‘without a qualifying reason’ will apply.

The FHP applies to the Lead Booker (you) or a party member as named and confirmed on the booking.


Section 4:

The FHP qualifying reasons cover the lead booker (you) or a party member, unless otherwise stated. The qualifying reasons that apply are:

  • Death of any party member, or their close family which includes a partner, child, grandchild, sibling, parent, grandparent, or anyone listed as next of kin on legal documentation. A death certificate is required as evidence.
  • Bodily injury, illness or hospitalisation of you or a party member, or their immediate family which includes partner, child, parent or anyone listed as next of kin on legal documentation provided. The cancellation or curtailment must be certified as medically necessary by a qualified medical practitioner with evidence provided.
  • Existing illnesses of you or a party member, or their immediate family which includes partner, child, parent or anyone listed as next of kin on legal documentation, provided that the condition has deteriorated since making the booking and the cancellation or curtailment is certified as medically necessary by a qualified medical practitioner with evidence provided.
  • Pregnancy related illnesses and childbirth for you or a party member, where the cancellation or curtailment is certified as medically necessary by a qualified medical practitioner with evidence provided.
  • Compulsory quarantine or travel being prevented by local, national or international government or health organisation.
  • Compulsory redundancy (notified to you or the party member after the booking was made).
  • Jury or witness service (in a court of law) during the booking period.
  • Unexpected posting by HM Forces or cancellation of leave by HM Police (unless the cost of the lost holiday is recoverable from another source).
  • Not being able to travel due to a Met Office red weather warning during the booking period covering travel routes between Derbyshire and the home address of the Lead Booker.
  • Police requiring the attendance of you or a party member, during the booking period. Supporting evidence from the Police must be provided.
  • Fire, storm, flood, subsidence or malicious damage rendering you or a party member’s home uninhabitable. Supporting evidence from the Insurance Company, Police or relevant Authority must be provided.

 

Please note the following do not constitute as FHP qualifying reasons:

Attempted suicide, deliberate self-injury, reckless behaviour, the effect of alcohol or drugs or any other reason which is not specifically referred to as a FHP qualifying reason.

Section 5:

Group Bookings

For multiple or group bookings where more than one accommodation is booked at the same time, a separate FHP should be taken out for each accommodation booked.

 

Section 6:

Amendments

When amending a holiday, either with or without the FHP, to a different arrival date and/or a different accommodation grade, the new holiday will be charged at the price valid on the date of making the amendment. If the price of the new holiday is higher, you will need to pay the difference in price, plus any applicable admin charges.  If the price of the new holiday is lower, we will refund the difference in price, minus any applicable admin charges. 

Under the Standard Booking and Cancellation Terms & Conditions, no amends are allowed within 6 weeks of your arrival date. ** Under the Standard Booking and Cancellation Terms & Conditions if you amend your original holiday 42 – 70 days before arrival then any amended holiday will always be bound by the cancellation T&Cs that apply at either 42 - 70 days before arrival or 0 - 42 days before arrival. 

Under the Flexible Holiday Plan (FHP) Booking and Cancellation Terms & Conditions you can amend your holiday up to the day of arrival, subject to the Terms & Conditions shown in Table 2.

If you amend your holiday less than 6 weeks before your arrival date, then your amended booking will not be covered by your previous FHP. The amended holiday will be bound by the Standard Booking and Cancellation Terms & Conditions unless you purchase a new FHP at the time of making the amendment.

Admin charges and terms apply for amends made within 4 weeks of the arrival date (Refer to Table 2).  

 

Section 7:

Curtailment

If from the arrival date of your holiday, any of the FHP qualifying reasons listed above force you to curtail your holiday and return home or vacate the accommodation earlier than your departure date, then once we receive satisfactory documentary evidence, we will give you a proportionate refund. (Refer to Table 2). You are required to check-out at Reception before departing and advise that you are curtailing your holiday. 

Section 8:

Terms of Refund

To receive a refund, you must provide us with the reason in writing. When using an FHP qualifying reason you will need to provide satisfactory documentary evidence from a professional expert. This must be provided at your own expense and within 3 months of the date of cancellation. We will endeavour to provide any refunds due within 30 days of receipt of evidence.

If you are unable to provide satisfactory documentary evidence from a professional expert for your FHP qualifying reason or you do not comply with any of the requirements of the FHP and you cancel or curtail your booking nevertheless, the terms of the FHP ‘without a qualifying reason’ will apply.

We reserve the right to cancel any holiday and retain funds where we believe evidence from a professional expert has been tampered with or produced fraudulently.  The decision of Pinelodge Holidays Ltd will be final.