It is important that you read and understand the following booking conditions which form the basis of your contract with Lagrange (UK) Ltd (referred to in these conditions as Lagrange).
All arrangements made between Lagrange and you, the client, are subject to the following conditions. These booking conditions are in agreement with the Association of British Travel Agents.
Please note that it is your responsibility to read the booking conditions. By making a booking for you we presume that you have read, understood and agree to be bound by the booking conditions. If you would like further clarification on these conditions, please call us on 020 7371 6111.
At the time of booking, you must state the full names, exact number of persons in the party and age if under 18 (including infants) as all accommodation may not be furnished in the same way. If the number of persons on arrival exceeds the number booked, the Resort Manager or hotelier reserves the right to refuse admittance and you will be obliged to arrange your own accommodation. The maximum number of persons occupying the accommodation is strictly limited to that indicated in the accommodation description. In order to ensure that we can offer you the best possible service, please advise us at the time of the booking of any disabilities affecting you or any member of your party that might interfere with the ability to make use of the facilities we are offering. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English law, and the jurisdiction of the English courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
YOUR FINANCIAL PROTECTION
We provide security for the monies that you pay for the holidays booked from our website. We provide this security by way of a bond held by ABTA.
We are a member of ABTA, membership number V554X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
A deposit equal to 25% of the total holiday cost must be paid at the time of the booking (+ booking fee for accommodation only). Balance of payment is due 8 weeks prior to departure. If the booking is made less than 8 weeks prior to departure, the total cost of the holiday is payable immediately.
Failure to pay: delay in payment will result in the automatic cancellation of your holiday. Cancellation fees will be levied accordingly. A booking is not confirmed until a confirmation invoice is sent to you.
Lagrange must be advised at the time of booking of any special requests which will be communicated to the Resort Manager concerned. Requests for cots, TV and parking spaces (generally payable locally) are subject to availability. All special requests will be noted but cannot be guaranteed. Lagrange cannot be held responsible if any special request is not met.
We have done our best to ensure that all descriptions, information and prices are correct and accurate in accordance with the latest information available. Regrettably however, errors do occur, we will therefore confirm all details of your chosen holiday (including price) on our confirmation invoice.
Details provided on public facilities, entertainment, local services etc. have been supplied by local tourist offices. This information, together with your travel documents is intended as a guideline. If any changes occur in any of the services or activities included within this information, Lagrange cannot be held responsible. Some resorts, for legal reasons, do not have medical facilities. Although a residence may be open in low season, amenities, facilities and activities (shops, cinemas etc.) are not necessarily provided throughout the year and Lagrange cannot be held responsible for this. Hotel and residence descriptions are subject to variation. Our hotel descriptions are based on double rooms (singles are generally smaller and less well situated, triples are often double rooms with an extra bed). The descriptions of accommodation and furnishings have been compiled in good faith according to the information given by individual proprietors and their local agents. There may be slight variations in the sleeping arrangements where there are twin beds instead of bunks or a double bed. Sofa beds or pull-out beds may in a few cases make twin or single beds. Regarding bunk beds, please note that the upper bunk is not suitable for children under 6. Tourist classifications correspond to the regulations and practices of the host country. Accommodation generally has a kitchenette (small fridge, 2 electric rings) with basic kitchen utensils (which do not include kettle, mugs or toaster) and blankets and pillows. Any extra equipment (e.g. washing machine, oven etc.) will be specified in the description. Photographs are for illustration only : the client is not necessarily allocated the accommodation shown in the picture.
Our prices are calculated on the basis of known costs. Should you wish to know when these costs were calculated then please contact us. They are inclusive of VAT and reflect government taxes, currency and fuel costs at the date of calculation. We reserve the right to alter the prices of any of the holidays shown. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. It is the client's responsibility to assess the suitability of a holiday price before making a reservation. The published fixed amount for a holiday is a 'package price' incorporating our administration costs and profit margin. Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as embarkation or disembarkation fees at ports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Should the price of your holiday go down due the change mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. Unless otherwise specified, prices are as follows :
HOTEL: per person, based on double occupancy (2 adults sharing a room). Reductions for children apply when sharing a room with 2 paying adults.
SELF-CATERING: per unit. The occupation of accommodation is strictly limited to the number of people stated clearly in the accommodation description. A child or infant is considered as a person.
Special offers apply to accommodation cost only and not to Channel crossings or trains.
Reductions are always calculated on the cheapest week and apply only to any one unit of accommodation when it is occupied by the same party throughout the specified stay.
Our website has been compiled with great care, however errors in prices and dates may occur. Prices will be reconfirmed in writing on our confirmation/invoice. In this respect, date/price charts are not contractually binding.
You must immediately advise Lagrange of any cancellation and confirm it in writing. You must pay immediately and in full the following cancellation fees. Please note that our booking fee for accommodation only is not refundable :
Prior to date of arrival Cancellation fees:
- 57 or more days deposit
- 56-29 days 30%
- 28-15 days 50%
- 14-08 days 75%
- 07-00 days 100 % of total holiday cost.
Whatever the reason for your cancellation (strikes, bad weather, currency exchange regulations, accident, unemployment, death etc.) the above charges cannot be waived. If you curtail your holiday you will not be entitled to any refund.
For Ferry/Train cancellations, the following charges will apply (may be subject to variations) :
- SeaFrance, Brittany Ferries & Eurotunnel 42-0 days before sailing : £30 (+ any amendment fees)
- Condor Ferries 29-0 days before sailing: 25%
- Eurostar & TGV trains: Once booked, Eurostar & TGV tickets (e.g. travel to resort via Paris) are not usually refundable. Once issued, Eurostar tickets are not exchangeable. Refunds are not possible on unused tickets.
IF YOU CHANGE YOUR BOOKING
Lagrange shall do its best to satisfy your request for an alteration to a confirmed reservation. Any request for changes to be made must be in writing from the person who made the booking. We are entitled however to charge a minimum amendment fee of £30 per booking for each alteration (e.g. change of Channel crossing or en route stop-over arrangements, addition or cancellation of passengers travelling) and any further cost we incur in making this alteration. Where your request for an alteration involves a cancellation followed by a new reservation (e.g. change of accommodation, residence, resort, departure dates (e.g. 1 week later or earlier)), a minimum charge of £30 or cancellation fees will apply.
IF WE CHANGE OR CANCEL YOUR BOOKING
Occasionally, we may have to make changes to or cancel your travel arrangements and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. Examples of minor changes include changes of less than 12 hours to travel times, change of accommodation to another of the same standard.
If we are unable to provide the booked travel arrangements or have to make a major change to your holiday, we will inform you as soon as reasonably possible. You will have the choice of either a refund of all monies paid or accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).
In cases of major change and cancellation, except where this arises due to reasons of force majeure (war, riot, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions etc.), we will pay compensation as detailed below :
IF WE MAKE A MAJOR
CHANGE TO YOUR HOLIDAY
IF WE CANCEL YOUR HOLIDAY
and you do not accept alternative arrangements
Days before departure
within which notice of Cancellation
or major change is received
or notified to you
Amount you will receive from us
Amount you will receive from us
Refund of deposit only
Full refund of monies paid (+£30)
Full refund of monies paid (+£45)
Full refund of monies paid (+£60)
Full refund of monies paid (+£90)
PASSPORTS & VISAS
Citizens of EU member states do not normally need a visa to visit other EU member states. Any other nationality (outside the EU) should check visa requirements with the relevant country’s Embassy. If you are considering taking your pet on holiday, please contact us for further details.
All arrivals and departures must take place during the specified times stated for each residence on your travel documents, unless otherwise arranged. Arrivals are generally late afternoon, departures mid morning. Arrivals and departures outside normal reception hours may incur a supplement at certain residences. You must advise Lagrange and the on-site Resort Manager or Hotelier of your travel arrangements, should you not be able to arrive on the planned date. You must enquire about individual residences' precise reception opening hours. The on-site Resort Manager's telephone number is supplied with your travel documents and can also be given to you over the phone. To allow shorter waiting times upon arrival, you may not be shown to your accommodation. In the event of arrivals outside the specified reception hours stated in our travel documents or failure to adhere to your pre-arranged time of arrival without notifying Lagrange, neither the local Resort Manager, nor the Hotelier can be held responsible. No refund or compensation will be given for unused accommodation or services, or for overnight accommodation or services and additional expenses incurred. On arrival, the client must ensure his accommodation is of a satisfactory standard of cleanliness. Should this not be the case, the client must report immediately to the Resort Manager in order to rectify the problem. Any subsequent complaints concerning cleanliness will be invalid.
A breakage deposit is payable upon arrival for self-catering holidays which will be refunded to you either on departure (once an inventory check has been carried out) or sent to you by post within 28 days of your return. Cash and sometimes credit cards are accepted as forms of payment. You may not ask the Resort Manager to carry out your inventory check outside the arranged hours. It is your responsibility to arrange for the reimbursement of your deposit (e.g. by leaving your personal address and if necessary bank details with the Resort Manager). Similarly, it is the Resort Manager's responsibility to collect relevant charges, without the intervention of Lagrange, for damage to property or equipment, cleaning expenses, local taxes and, depending on the residence, charges for electricity, gas and water consumption. Disputes relating to any of the above must be settled between the interested parties and must not implicate Lagrange.
Lagrange or any supplier cannot be held responsible for any theft, loss or damage to personal belongings (car, luggage, cameras, skis, cash etc.). Objects or personal effects belonging to the holidaymaker are strictly his/her own responsibility.
Clients must respect hotel, residence or club regulations (parking regulations etc). Neither the travel agent, Resort Manager, hoteliers or Lagrange are responsible for interruption to your holiday due to circumstances of force majeure (e.g. war, threat of war, riot, terrorist activity etc) or for local disturbances beyond our control which we were not aware of eg : lack of electricity, gas or water supply due to strike, drought etc; absence of certain services such as lifts under repair, television breakdown, closure of shops, clubs, restaurants due to holiday, strike, low season etc; noise disturbances (holiday resorts are lively and therefore can be noisy), traffic levels (may be high at peak season), dogs in neighbouring accommodation, roadworks near your accommodation, nearby railways. Lagrange cannot be held responsible for any building/roadworks which may occur whilst this brochure is valid and no compensation will be justifiable for inconvenience beyond Lagrange’s control, bearing in mind that tourist regions are constantly under development and that you may be affected by this. If however Lagrange knows of any building/road works or any other local disturbances likely to affect your holiday, we will do our utmost to inform you prior to departure.
OUR LIABILITY TO YOU
The holidays featured on our website are sold on the basis of accommodation only with the option of calling us to add an inclusive package with Channel crossing and/or Train and/or en route stop-overs. In the unlikely event of the services described proving to be deficient or to fail, we will consider ourselves to be responsible, where the failures are due to the fault of Lagrange or our suppliers and this has affected your enjoyment of your holiday. Our liability in cases not involving death or personal injury is limited to three times the cost of your holiday. When the services in question consist of carriage by cross-Channel services (Sea France, Condor Ferries, Brittany Ferries, Eurotunnel, Eurostar), our liability in all cases will be limited in the manner provided by the relevant international convention e.g. the Athens Convention in respect of travel by sea and the Berne Convention in respect of travel by rail. These conditions form part of the general conditions governing the holiday and the client is deemed to accept them. A copy of the International Transport Convention and conditions of carriage are available on request from our office. As far as bookings including Transport are concerned, please note that whilst the Transport Company is only responsible for their services within the terms of their tickets, we are generally responsible for all aspects of your holiday. Please therefore address all correspondence to us as an agent for the transport companies and all suppliers within the holiday package, this includes any issues of travel delay. Correspondence will be passed on to the relevant carrier who will examine each case on its merits and compensate as appropriate.
We accept responsibility for death, injury or illness caused by negligent acts and/or omissions by our employees or agents together with our suppliers and sub-contractors, servants and/or agents of the same whilst acting within the scope of, or in the course of their employment. We will pay accordingly the clients such damages as might have been claimed in respect of death, illness or injury caused by negligence, as accepted under the English law, of their employees, agents or suppliers contracted or subcontracted by us to provide any part of the arrangements for your holiday. If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package travel arrangements or an excursion arranged through us, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs, benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you or any member of your party to £5,000. This is subject to our discretion.
Please note that it is the regulations and standards of the country you are visiting which apply to any services provided in that country and not those of the UK. The monitoring, enforcement and compliance with such regulations and standards is the responsibility of the local authorities and the supplier of the services concerned. Liability insurance requirements vary considerably from country to country, as does the responsibility placed on organisations by law. We would therefore advise that you take all reasonable precautions to protect yourself and your party whilst on holiday. In certain respects, safety standards in other countries may be lower than those of the UK. Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law.
Certain information may also be passed on to security or credit checking companies.
In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.
IF YOU HAVE A COMPLAINT
In accordance with the EU Directive on Package Holidays (5,4), the client must communicate any failure in the performance of the Contract as soon as possible. Any complaint about accommodation or any other service provided must be reported immediately to the Company's Resort Manager or hotelier and Lagrange who will try to rectify the problem, in order to avoid disruption to the entire stay. If the client is not satisfied, he must request written proof of services not provided or of low standards from the Resort Manager. This written proof must be endorsed by the supplier for the refund of any services not supplied. Without this written proof, we cannot guarantee that any complaint will result in a successful outcome. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Any complaint must be submitted in writing to Lagrange within 28 days of the end of the holiday, otherwise your right to claim under this contract might be affected. You must enclose all relevant documents and original certificates. We will acknowledge written complaints within 14 days, and attempt to provide a full response within 28 days. However, in certain cases, it may take longer.
Disputes arising out of, or in connection with, this contract which cannot be amicably settled may be referred to arbitration, if the customer so wishes, under a special Scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com). 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 in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement.