Data Protection

Brightwater Holidays will only share your data with companies within our group, or with the RHS if you are booking on an RHS Garden Holiday. If you do not wish to be contacted or to share your details please let us know at the time of booking.

Booking form and payments

Your completed booking must be made with the appropriate deposit and the premiums for any insurance if required. If you choose to take our insurance we would ask that you read all sections of the policy document fully. There is a 14 day cooling off period in which you can return the policy for a full refund if it does not meet with your requirements. The person making the booking warrants that he/she has the authority of all other persons included in the holiday to make the booking on their behalf and confirms that everyone is fit enough to participate in the tour. Upon receipt of your booking we will reserve your holiday, if available, and send a confirmation/invoice which will advise you of the balance due.

YOU MUST PAY THE BALANCE IN FULL EIGHT WEEKS PRIOR TO DEPARTURE UNLESS OTHERWISE STIPULATED.
VISA/MASTERCARD/BARCLAYCARD/SWITCH/DELTA/MAESTRO/ VISA DEBIT are accepted for deposits with no surcharge. Balance paid by credit card will be subject to a 2.5% administration charge. Balances may be paid by debit card, cheque or bank transfer without surcharge.

If you cancel your holiday

In the event of a member of your party wishing to cancel their holiday, we must be advised in writing by the person who made the booking. In order to compensate our expenditure we charge a cancellation fee as a percentage of the holiday price, according to the following scale:

More than 56 days’ notice: Deposit only
31 – 56 days: 50%
15 – 30 days: 95%
0 – 14 days: 100%

The cancellation charges will apply from the day we receive written confirmation. You may make a claim on your Holiday Insurance if the reason for the cancellation falls within the terms of the insurance policy.

Complaints

In the unlikely event that you have a complaint please inform your tour guide immediately so that action can be taken on the spot. If the matter cannot be resolved complaints should be submitted in writing to us within 20 days of your return from holiday. We cannot accept liability for claims reaching our office more than 20 days after the conclusion of the holiday concerned.

Passports

A full passport is essential for travel to all destinations outside of the UK. All passports should have at least three months left to run from the date of return to the UK, although some countries require you to have up to eight months validity on your passport. It is the responsibility of travellers with non-EU passports to obtain the necessary visas, documentation etc. for all overseas holidays.

If we change your holiday

It is unlikely that we have to make any changes to your holiday, but we do plan the arrangements many months in advance. Sometimes we do need to make changes which we reserve the right to do at any time. Most changes are minor, but where they are significant you will be informed as soon as is reasonably possible. Please note pick-up points are subject to minimum numbers and will be confirmed when we send out joining instructions.

If you change your holiday

If, after we have accepted your booking, you wish to change details of that booking, we will make every effort to satisfy your requirements, although this cannot be guaranteed. When a request has been met, an amendment fee of £35 per person will be charged and a revised invoice will then be issued.

If we cancel your holiday

We reserve the right in any circumstance to cancel your holiday. In the unlikely event of this being necessary we will offer you an alternative available holiday or a full refund of all monies paid. A minimum of 20 passengers is required to operate a tour with a Brightwater Holidays representative.

The price of your holiday

It is our policy to calculate holiday costs at prices which include any increase planned by hoteliers, transport companies or other suppliers known at the time.
We are proud to offer a no surcharge guarantee. If the cost of your holiday increases for any reason, including governmental action, airline surcharges or fuel or currency fluctuation we will not pass on these costs to you.

Our responsibility to you

Brightwater Holidays will accept responsibility for the proven negligent acts and omissions of: employees or agents and suppliers, sub-contractors, servants and/or agents of the same whilst acting within the scope of or in the course of their employment in respect of claims arising as a result of death, bodily injury or illness caused to the lead passenger and/or any other named persons on the booking.

Brightwater Holidays do not accept responsibility or liability to any person for loss of baggage, money or other property whatsoever. Brightwater Holidays do not accept liability for any loss or additional expenses caused by delay or interruption to travel services through weather conditions (such as fog), civil disturbance, strikes, wars, floods, sickness or any circumstances amounting to Force Majeure.

While there are no age limits or health requirements on our holidays, please note that for certain destinations, for example the smaller Scottish islands and some botanical tours, a good degree of mobility is required to get the most out of the holiday, for example getting in and out of boats, ascending steps and standing for a degree of time.

Insurance

It is a condition of booking that you have adequate insurance protection for all overseas holidays and we strongly recommend insurance cover for all other holidays.

We strongly advise you to take out Brightwater Holidays’ recommended travel insurance.

Financial protection

Flight inclusive tours: we hold an Air Travel Organiser’s License issued by the CAA (ATOL No. 4498) which provides for your protection in the event of Brightwater’s insolvency. The price of your air holiday packages includes the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under the Package Travel, Package Holidays and Package Tours Regulations 1992 for Brightwater Holidays, and in the event of their insolvency, protection is provided for the following:
1. non-flight packages commencing in and returning to the UK;
2. non-flight packages commencing and returning to a country other than the UK.
1 and 2 provides for a refund in the event you have not yet travelled while clause 1 provides for repatriation. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Brightwater Holidays.

Promotional Material

Brightwater Holidays reserves the right to use any photographs, images or video taken on a holiday or holiday-related occasion by its employees, or forwarded by any person on the holiday or connected to the holiday, in its brochure, on its website, in its social media marketing activities or for use in any other relevant promotional material.

“The tour was a great success and all the arrangements turned out very well. Christopher Bailes looked after us extremely well and took us on the most wonderful visits.”
Stafford Garden Society