A. AUTHENTIC HOLIDAYS' AGREEMENT WITH YOU

1. The Contract and Confirmation

i. The terms and conditions set out in this section together with your confirmation invoice comprise your agreement between Authentic Holidays Limited and all those listed on the booking on whose behalf the party leader is booking.
ii. Any monies paid to us are protected by a Bond/Insurance.
iii. We will accept your booking when you ask for the accommodation and/or tour booking to be confirmed. However, the contract is not made until the date shown on our confirmation invoice (subject to iv). It is only then that a contract exists.
iv. Although we would not anticipate any costing errors on the confirmation invoice, should there be an obviously incorrect price shown, we will issue a new invoice and not be bound by the price quoted on the incorrect invoice.
v. Any monies paid in order to action a request for additional accommodation, in particular within eight weeks of departure, constitutes a commitment to proceed with your booking if the request is confirmed and such monies are non refundable unless your request cannot be fulfilled.
vi. It is important that you check all the details shown on the confirmation invoice carefully to ensure they are correct as this forms the basis of the contract. Any discrepancies should be brought to our attention within seven days of issue otherwise the details shown on the confirmation invoice will be presumed to be correct.
vii. Please note that checking availability on the web-site or over the telephone does not constitute confirmation of the booking. It may take from several days, up to two weeks, from the booking reservation until confirmation takes place. Assuming that we are able to confirm your booking, we will send your confirmation invoice as soon as possible after receiving your booking. If you do not receive a confirmation invoice within two weeks, you should contact us directly to make sure that your booking has been made.
viii. If we are unable to confirm your booking, which happens occasionally, we will offer you alternative accommodation in which case you will be free to:
a. Accept the alternative accommodation offered by us, or
b. Purchase other accommodation at the current selling price from us, or
c. Accept a full refund of all monies paid
You must notify us of your choice within seven days of our offer to you. If you fail to do so we will assume that you have accepted the alternative offered. If you choose to accept the alternative holiday arrangements we will send your confirmation invoice as soon as possible after receiving your acceptance of the alternative arrangements. If you do not wish to proceed, we will refund all monies paid within fourteen days.
ix. We always do our best to ensure that our web-site and brochure are accurate and up-to-date. Photographs are intended to give an overall impression rather than factual details. Items that appear in the accommodation photographs may not be the same as those when you arrive as there may have been changes or items removed before your arrival. Prices and other items may also be different by the time you come to book or visit the property.

2. Holiday Price

i. We reserve the right to increase or decrease our prices at any time, though the price shown on your confirmation invoice will not be increased unless you amend the booking in any way after it is made. However, we guarantee that no surcharges will apply once you have made your booking.
ii. In addition to the details confirmed on the invoice the price of your holiday includes VAT.
iii. The prices quoted on the web-site and in the brochure are based in pounds sterling.
iv. We reserve the right to increase or decrease prices of villas and tours from time to time and to correct price errors at any time. Prices on the web-site can vary at any time. The price of your chosen holiday will be confirmed at the time of booking. Once the price of your holiday has been confirmed at the time of booking then, subject to the correction of errors, we will not change the price of your holiday.

3. Cancellations and Alterations by us

i. Due to the nature of travel arrangements and the fact that we plan holiday accommodation and tours many months in advance, it is sometimes necessary to make changes to the holidays described in the brochure / on the internet site. Therefore we must reserve the right to change travel arrangements after this contract has been entered into. Although your confirmation and subsequent invoices will show the latest details / route timings, these will not be confirmed until despatch of tickets and may change after this due to circumstances beyond our control. Usually only minor changes are made to arrangements which we are not obliged to advise and for which no compensation or refund is due. However, if major changes are made, as defined in the next paragraph, we will advise you as soon as we are in a position to do so and you have a number of options available to you subject to iv.
ii. Major changes: Cancellation of a holiday, change of accommodation to a lower category, change of area, change of tour.
iii. Minor changes - these include those not specified in paragraph (ii).
iv. If we alter your booking in any way that amounts to a major change as defined above, or if we cancel the original booking within 56 days of the scheduled departure you will be free to:
a. Accept the new holiday arrangements offered by us, or
b. Purchase another holiday from us at the advertised current selling price, or
c. Cancel your holiday with us altogether and receive a full refund of all monies paid.
You must notify us of your choice within 7 days of our offer of alternative holiday arrangements. If you fail to do so we will assume that you have chosen to accept the alternative holiday offered. Whichever option you choose you will not be entitled to compensation.
v. Please note - Compensation payments or refunds will also not be made where the changes are caused by situations under the heading 'force majeure' and similar events outside our control or where we cancel because you have failed to pay the balance of your holiday cost.
vi. Tours are dependent on minimum numbers. In the case of insufficient demand for a particular tour we reserve the right to consolidate or cancel the tour, though we will not do so within 56 days of departure. We will endeavour to offer the same tour on a different date, or an alternative holiday of a similar standard, or a refund of all monies paid.
vii. We reserve the right to vary the tour itineraries and programmes, and to provide alternative accommodation. Further, if there are insufficient numbers to justify coach provision a minibus may be provided. Such alterations will not be considered a major change and compensation will not be paid.

4. Changes to your holiday arrangement in resort

On rare occasions the accommodation we have reserved for you may not be available on your arrival owing to an incident or occurrence outside our control in respect of which we may not have been notified in time to advise you before your departure. If this occurs we will endeavour to provide an accommodation of equivalent standard in the same resort area. If we are unable to do so, and the only available accommodation is of a lower standard, we will refund the difference in price, subject to 3(iv) and (vi).

5. Our Liability to you

i. As a family owned private limited company, we offer financial security through a bond and insurance. We accept responsibility for the acts and omissions of our personnel while acting in the course of their employment. Although we do not control the day to day operation of our villa and apartment owners we do carefully vet the various properties for standards that are suitable. The final responsibility however, remains with the villa owners and local agents. We choose properties of the best standards in the local areas but please bear in mind that local standards may not be the same as in the UK and it is not always within our control to impose our own standards.
ii. We cannot be held liable to accept responsibility for death, bodily injury or illness caused on holiday. In terms of transport it is the responsibility of the customer to check with the chosen carrier as to liability.
iii. This company's liability in any action (excluding that for personal injury, illness or death) will be limited to the cost of your holiday. If due to adverse weather conditions or other circumstances beyond our control, pre-booked excursions or tours are not available during your holiday, our liability is limited to a refund of monies paid for such services.
iv. If, in the opinion of any person in authority such as an aircraft captain, accommodation owner or similar, you appear to be unfit to travel or because of anti-social behaviour are likely to cause a disturbance or damage property, we may terminate your holiday arrangements with us. We will not be liable to make alternative arrangements for other accommodation or repatriation nor will we cover any costs which you may incur nor make any refunds.

6. Resolving Complaints

It is always our aim to settle any complaints amicably. However, should this not be possible, any dispute arising out of, or in connection with, this contract may be referred to arbitration under a scheme administered by the Chartered Institute of Arbitrators. Any application for arbitration must be made within six months of the date of return from the holiday.

B. YOUR AGREEMENT WITH US

1. Booking Your Holiday and Understanding the Contract

i. When you wish to confirm a booking you must pay the deposit of £100 or 25%, whichever is the larger, of the accommodation cost. Once your holiday has been confirmed by us, the deposit will not be refunded except in circumstances set out in clause 3 (iv) above. If we do not receive the deposit, or full amount if within eight weeks of departure, within 2 days of the booking reservation, we will release your reservation and will not guarantee that your chosen holiday will subsequently be available.
ii. You are responsible for organising your own holiday insurance and must take adequate care that you are properly covered.
iii. If the booking takes place within eight weeks of departure then full payment is required for confirmation of the accommodation. Once this order and payment have taken place any monies are not refundable except in clause 3 (iv) above.
iv. Bookings for young persons will only be accepted if one member of the party is at least eighteen years of age and is the lead name on the booking.
v. If you wish to include any pre-bookable excursions as part of your holiday these should be requested at the time of your booking.
vi. Flights, Car Hire and Taxis are your responsibility to organise and information and links given on our web-site our to assist you in arranging your independent 'Authentic Holiday'. We accept no liability for these arrangements and you need to refer to the respective suppliers terms and conditions to ensure that you are satisfied that their offerings meet your needs.
vii. Upon receipt of our confirmation invoice, unless any discrepancies are brought to our attention (see1.(vi) - Authentic Holiday's Agreement With You), it will be deemed you are confirming your acceptance of these Booking Conditions and the Important Holiday Information on behalf of all persons included on the booking which forms the basis of the contract between us.
viii. Telephone quotes and web-site prices are all provided subject to confirmation.

2. Paying for Your Holiday

i. You must make payment to us of the balance shown on the final invoice sent to you at least eight weeks before departure, or if your booking is made within this period, you will have to pay the full amount immediately.
ii. If you do not pay in full by the date shown on the final invoice we reserve the right to cancel your booking if we so wish which will make you liable for cancellation charges as set out in the table shown in paragraph 5 of this section.
iii. If payment of your holiday is made by credit card a handling fee of 2% will be levied.

3. Making Amendments to your booking

If you wish to make any changes at all to your holiday booking, including name changes, once we have issued a confirmation invoice, but outside the cancellation period outlined in (5) we will do our best to help. However, we may not always be able to meet your request and have no obligation to do so. Where it is possible to meet your request, the total holiday cost will be recalculated in accordance with any new arrangements. We will charge you an amendment fee up to £25.

4. Transferring Your Booking

i. If you are prevented from travelling you may transfer your booking to another person or group, as long as you give us at least 21 days notice and the arrangements remain exactly the same as the original booking. You must also agree to pay any charges, or levy, we may incur to make this change. For the purpose of this contract we define "prevented" to be death, accident, illness, jury service or witness summons, or redundancy of yourself, travelling companion or close relative, etc.
ii. If you wish to transfer your booking to another Authentic Holiday accommodation thereby changing the arrangements completely this will be treated as a cancellation with loss of deposit and, if applicable, cancellation charges set out in paragraph 5, and it will be necessary to re-book another holiday.

5. Cancelling Your Booking

i. If you cancel your holiday the lead name on the booking must advise us in writing, by post or facsimile immediately. If you cancel you will be liable to pay the cancellation charges set out in the table below. Cancellation periods are calculated on the date of your cancellation being received by us at our offices at Authentic Holidays, 17 Hither Green Lane, Abbey Park, Redditch B98 9BN. Fax No: 0121-597-625. The term “Total Holiday Cost” in the table means the total holiday cost for all persons included on the booking and for all accommodation listed on the booking and shown on our invoice, if cancellation occurs prior to the scheduled date of departure.

Period before scheduled departure date when your cancellation notification is received
Cancellation charge expressed as % of Total Holiday Cost

ii. If one member of the party wishes to cancel this will mean that the accommodation booked will be under-occupied and result in the remainder having to pay the balance between them. In other words, the cost of accommodation is for the whole accommodation and not per person unless otherwise specified.
iii. If you cancel your holiday on the day of departure due to circumstances beyond our control, compensation or refunds will not be payable by ourselves and any such claims should be forwarded to your insurers. Should you decide to curtail your holiday arrangements, for whatever reason, no refunds will be payable for any unused nights accommodation.

6. Whilst on Holiday

i. It is not possible to make any changes to your accommodation whilst on holiday. If you leave the accommodation early, no compensation will be paid.
ii. The accommodation booked is only available for use by those persons on the booking unless otherwise agreed by us in writing.
iii. You are responsible for any damage caused to your holiday accommodation, except by persons not known to you or us and unconnected with the contract between us during your stay, and any charges levied by the owner/local agent in this respect must be paid locally by you. A deposit is payable locally and any damage, etc will be deducted from this with the remainder refunded at the time of departure. Should the damage exceed the deposit then you are liable to meet the full cost of the damage.
iv. In most instances, costs are levied locally by the owner/agent for use of services such as heating, hot water, bed linen changes, etc. These costs must be paid locally prior to departure/return.
v. Please remember that you are a guest at your holiday accommodation and the owner/agent may remove anyone whose behaviour is disruptive or affects the enjoyment of other guests, see paragraph 5(iv) in 'Authentic Holiday's Agreement With You' above.

7. Any Problems

Any complaints should be brought to the attention of Authentic Holidays Limited in the UK as soon as possible. We will make every effort to achieve a satisfactory solution. Should this not be possible it is important to formally register your complaint within 28 days of your return, quoting your booking reference number. Upon receipt of your letter we will acknowledge it within 7 days, investigate the points raised and reply within 28 days or, if this is not possible, send you an interim letter advising you of our progress.

C. GENERAL CONDITIONS

1. Travel Arrangements

i. All travel arrangements are your responsibility. Authentic Holidays only arrange the accommodation at the destination as well as any associated tours that we promote on our web-site or in our brochures. We aim to make your 'independent authentic holiday' as easy as possible to organise by putting 'links' to the appropriate air travel, car hire and other associated sites accessible through our web-site. In addition, we furnish relevant information and tips to make the organisation of the holiday as seemless as possible. We are not however, liable for ensuring that all elements of your holiday are chosen correctly since this is the responsibility of the independent traveller.
ii. When you travel by air, land or on water, the relevant carrier's 'Conditions of Carriage' will apply to your journey. You are therefore advised to independently take out the relevant insurance.

2. Flight Delays

Airlines do not offer compensation for inconvenience or loss of holiday time caused by flight delays. Similarly, it is not possible to obtain refunds for any unused accommodation or facilities in the event of an extended delay.

3. Special Requests

We will always pass on any special requests and try to meet them but cannot guarantee to do so. However, please note that special requests do not form part of our contractual agreement and we will have no liability if they are not met (see Important Information).

4. Administration Charge

We reserve the right to levy an administration charge in certain circumstances to cover any additional costs incurred by us, such as contacting suppliers to check availability or special requests, returning lost property, special ticket despatch, extra administration relating to late bookings within 7 days of departure, etc. This charge is usually up to £25 per booking, but may be higher to cover special ticket despatch costs. This charge does not relate to any amendments made to your booking as outlined under Your Agreement (3) or (4).

5. Jurisdiction

i. This contract is governed by the law of England and Wales and exclusive jurisdiction is conferred on the English and Welsh Courts.
ii. No employee or representative of this company has the authority orally to vary these terms and conditions or the information contained on the web-site, or in the brochures, or company literature, or to enter into verbal agreements with customers of this company.

D. IMPORTANT INFORMATION

1. Your Holiday Price Includes

Accommodation and facilities as confirmed. This includes crockery and utensils, etc, unless otherwise stated.

Agreed tours as confirmed

2. What is not included

All forms of Air, Sea and Land travel

Holiday Insurance; which is compulsory and you must organise

All transfers to and from airports, etc

Car Hire

Meals and Extras

Gas, electricity and water (unless otherwise stated)

Change of Bed linen (unless otherwise stated)

Refundable deposits charged by owners and local agents. These are usually paid locally to cover breakages, damage or telephone charges.

Costs incurred due to damage caused to property by Authentic Holiday guests.

3. Web-site and Brochure Description

All information published on the web-site and in the brochure concerning areas, locations, villa's, facilities and other services has been compiled as accurately as possible. However, there may be times when services or facilities are unavailable or limited, particularly in low season. Such situations may be dictated by local circumstances, unsuitable weather conditions, lack of demand, necessity for maintenance or redecoration, local licensing regulations or government fuel saving legislation. We cannot accept responsibility for any such problems which are outside of our control.

4. Your Accommodation

Double beds often consist of two single mattresses within a double frame or two singles linked together with a double sheet. Double rooms can be smaller than a room with twin beds. Unless specifically stated, a 3-bedded room is a double or twin with an extra bed in it and this may be of a folding type. Sometimes there is a sofa bed in the lounge or another room which acts as the bed for some members of the party.

5. Rooms with a view

When we describe a room or villa as having a sea, or other view, this may not offer an uninterrupted view and may be partially obscured by trees or other buildings. We aim to give the best possible descriptions that accurately take into account both the ambience of the surroundings as well as the practical features.

6. Satellite TV

Where we mention that a villa or apartment has satellite TV, we can make no guarantee of the channels you can watch. Usually not more than one English channel is available.

7. Air Conditioning and Heating

Some of the apartments and villas have air conditioning, or central heating, as mentioned in our descriptions. The period and hours of operation are at the owner's discretion but usually apply from July to August for air conditioning and November to March for central heating. Heating and Hot Water is normally charged locally.

8. Swimming Pools

Where an apartment or villa has a swimming pool, the period when the pool is available is at the owner's discretion, and may also be affected by weather conditions. As they operate outside our control, we cannot guarantee their availability.

9. Supplements

The supplements quoted under the villa or apartment descriptions for various facilities are paid locally unless otherwise stated. Sometimes it is necessary to order these facilities in advance. It is therefore important to check the web-site or brochure details carefully.

10. Villa Breakage and Deposits

A breakage and facility deposit is usually payable locally to the owner or agent to protect against possible damage and any relevant phone charges where a villa has a telephone for guests' usage. Where applicable this is detailed under the villa description. Deposits are payable by cash in local currency or negotiable in Pounds or travellers cheques subject to the owner or local agent.

11. Villas

Villas and apartments are cleaned before your arrival but not during your stay (unless otherwise stated). The Villas/Apartments are normally available on the day of your arrival during the afternoon. On the day of departure you should vacate the property by 11am or as stated for the specific property.

12. Local Conditions

When travelling abroad we must accept that things will be different from the UK. Safety standards are those imposed by the laws and regulations of the country where the services in question are provided which could be less, or even more, stringent than those in the UK. The monitoring and enforcement of such regulations is a matter for the authorities of that country and the local supplier of the services concerned. Cots supplied abroad conform to local safety standards, but it remains your responsibility to check that they meet with your infant's requirements.

13. Building Development

Authentic Holidays take pride in offering villas and apartments that are part of the local Italian surroundings and create an atmosphere of living locally. Most of the accommodation offered is owned by local Italian families and is independent from the resort and package types of holiday. Nevertheless, resort development or building work may be in progress nearby. This work could occur without any warning to us. Whenever we are made aware of such work, and if in our view such building work is sufficiently close to your accommodation to cause disturbance and materially affect your holiday enjoyment, we will advise you where possible.

14. Special Needs

We are happy to advise and assist elderly, special needs or disabled customers. However, some properties may lack even the simplest facilities such as wheelchair ramps, lifts, etc. Therefore we must be provided with full written details of any disability or special requirements before booking to ascertain whether the holiday of your choice is suitable. Failure to advise us prior to booking may result in the termination of the holiday arrangements with us, for which we would not be liable to make alternative arrangements, or to make refunds or pay compensation.

15. Passport and Visas

It is your responsibility to be in possession of a full ten year passport and any necessary visas. Under 16's who are not already included on their parents' passport are required to have their own passport. A visa is not necessary for British passport holders. Holders of non-EU and EEA passports and non-British citizens are strongly advised to check with the relevant consulate whether a visa is required, and with British Immigration for re-entry into the UK. The name on the ticket must match the name on the passport and newly-weds must bring proof of name change. A charge may be applicable if it is necessary to reissue tickets.

16. Your Health Abroad

Health facilities, hygiene and disease risks vary considerably. You should take health advice about specific needs as early as possible. Sources of information include the Department of Health free leaflet Health Advice for Travellers (available from 0800 555 777), your General Practitioner or a specialist travel clinic. At the time of publication, no inoculations are required for travellers to Italy from the UK. The Department of Health leaflet T5 gives general health information for travellers inside the EU and is obtainable fro Post Offices.

17. The Foreign and Commonwealth Advice Unit

This unit may have issued advice about your holiday destination. You are advised to check this on Ceefax p 470 onwards or on the web at www.fco.gov.uk/. Alternatively you can contact the ABTA Information Department on 0901 201 5050 (calls cot 50 p per minute).

18. Data Protection

From time to time we may provide you with the opportunity to receive offers from reputable companies. Should you prefer not to receive this please indicate at the time of booking.