Terms & Conditions

Terms & Conditions

Please read these booking conditions carefully. These conditions set out our obligations to you and your commitment to us when you book a package with us and forms the basis of our contract with you. Where in these conditions we refer to “we” “Orchid” or “the Company” this means Orchid City and Spa.

Except where expressly stated in these booking conditions these conditions apply only to holiday arrangements which you book with us in the UK and which we agree to provide or perform (as applicable) as part of our contract with you. All references in these conditions to “holiday” “package” “activity” and “arrangements” means such holiday arrangements.

Reservations and Payment
To confirm your package we require a non-refundable deposit to be paid on booking, the amount of which will be confirmed before you book, an average would be a minimum deposit of one person’s package price. This booking deposit is non-refundable. We reserve the right to change package prices at any time up until booking confirmation has been made. Full payment for the package is required 56 days before date of travel. If a booking is made less than 56 days before the date of travel, then payment is required in full at the time of booking.

Financial Protection
In accordance with the Package Travel Regulations Orchid is required to provide security for passengers’ holiday payments prior to and up to the completion of the Package Holiday guarding against the event of financial failure of The Company. Orchid satisfies this legal obligation by insuring all customer payments through the International Passenger Protection (“IPP”) scheme which is backed by some of the world’s leading Insurers and Re-insurers whose combined assets exceed £100 billion. Please note this is NOT TRAVEL INSURANCE and will not cover you in the event of you cancelling, see section below entitled Travel Insurance for additional details.
In addition to IPP, Orchid operates a separate client account into which all customers’ monies are deposited.

Travel Insurance
Travel insurance is not included in your holiday cost. It is strongly recommended that insurance be taken out to protect you and your group against cancellation charges, loss or damage of personal effects, ill health and medical expenses and any other unforeseen insurable events. To find travel insurance providers please use a search engine entering the term “Travel Insurance” for details of many different providers.

It is recommended that you take out insurance covering cancellation. Having accepted your booking, should it become necessary to cancel your reservation 56 days or more prior to departure date, your deposits only shall be forfeited. Thereafter you forfeit 100% of monies paid to Orchid excepting any security deposits which will be refunded in full. Refunds will not be made once the holiday has commenced, nor will any refund be available in respect of any activities, accommodation, services or other items included which are not utilised.

Refundable Security Deposit
Depending on the hotel we reserve the right to ask for a refundable security deposit of £200. This is to cover any breakages or additional charges which may be liable after your stay though please be assured that we do not charge for small breakages e.g. a plate or a glass, and therefore 19 out of 20 security deposits are refunded in full. If required, your security deposit is payable with the balance of your weekend and is refunded on the Tuesday or Wednesday following your weekend. Payment of your security deposit is preferred by card as it can then easily be refunded back on to your card.

Tour and Holiday Prices
All prices quoted by Orchid are in UK Pounds Sterling and are inclusive of all holiday preparation and marketing costs. The Company reserves the right to alter costs without notice however Orchid guarantees all prices upon receipt of a deposit payment.

Any amendments requested by you, once your balance has been paid and holiday plan sent out, will incur a minimum charge of £25 per group to cover administration and communication costs. Amendments may not be made less than two weeks prior to the date of travel.

Amendments or Cancellations Made By Orchid
You will be notified at the time of booking of any known changes in the package as shown on the web site in respect of accommodation, activities or price and you are under no obligation to continue with your booking should these prove unsuitable. We reserve the right to change travel arrangements once a reservation has been confirmed due to safety, adverse weather or any operational reason whatsoever and will notify you as soon as it is reasonably possible. Please note that compensation will not be payable if we are forced to cancel or in any way change your holiday as a result of war, or threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, technical problems affecting transport or any similar events beyond our control nor will we be liable for flight delays or changes to your holiday for health or safety reasons.

Accommodation and Meals
Holiday prices are based on using the accommodation as detailed in the website, brochures and holiday plans. Meals are excluded from the price of the holiday unless specifically stated on your holiday plan.

All of our suppliers have the right to refuse you access to any of the products and services detailed in your holiday plan including accommodation if they believe you or any of your group is not fit to participate in the activity or if they believe the behaviour of the person or persons involved is inappropriate.

Smoking inside any of the hotels or vehicles or at any of the activity venues is forbidden unless you get approval to do so whilst you are there in which case this is an agreement between yourselves and the supplier and Acacia accepts no liability whatsoever for any claims resulting from smoking. A reminder that a total ban on smoking in any place of employment i.e. bars and restaurants is already in place in the United Kingdom and Ireland.

Incidental Expenses
Items of a personal nature, such as tipping, optional extras, wine & beverages, etc., are not included in the holiday costs, unless specifically detailed in your holiday plan, and are your own responsibility.

Air Travel
No International or Domestic air travel is included in the cost of any of the packages or brochures featured on the web site, brochures or holiday plans (unless stated).

Passport & Visas
Should you or any of your group require to hold a passport or visa to take part in one of our holidays please note it is the responsibility of the traveller to hold the above travel documents and make sure that they correct and sufficient to allow their participation.

Health and Fitness
All passengers must warrant that they are reasonably fit and healthy to participate in the activities and holidays. Passengers requiring medical and physical assistance must be accompanied by a companion. Orchid or its agents cannot provide this service.

In the unlikely event that a problem occurs during your holiday, then it is important that you immediately inform the provider of the service. If that is not sufficient to resolve the matter, please contact the office of Orchid in normal hours. If your complaint cannot be resolved satisfactorily at that time, you must write to our office within 30 days of the end of your holiday supplying all the relevant details.

Website Responsibility
The website is the sole responsibility of Orchid who will exercise all possible diligence in matters within their control relating to travel arrangements, accommodation and all the other services featured in any of our holidays.

Data Protection
Please see our separate privacy policy for details of how we use and safeguard your information, which is shown on our website.

Making Payments
Payments can be made by cheque, bank transfer or by credit or debit card via our payment link.

Many thanks for reading our Terms & Conditions,

The Orchid City & Spa Team

More details on the ‘How to book‘ and frequently asked questions can be found here.

Updated 10/12/19