The following document, together with all information relating to your chosen holiday contained in our
literature, form the basis of your contract with Contours Walking Holidays Ltd trading as Contours
Cycling Holidays. Please read them carefully as they set out our respective rights and
Contours Walking Holidays LTD is a registered company in England & Wales, our registration number is
04661126, with registered office Contours Walking Holidays, Unit 11, Via Gellia Mill, Via Gellia Road,
Bonsall, Matlock, DE4 2AJ, United Kingdom.
We are registered with the Information Commissioner's Office in accordance with the Data Protection Act,
our reference is A8271437, our data protection officer is Karen Simons (firstname.lastname@example.org).
1 Booking and payment
Please complete the online booking process via www.contours.co.uk. You can also book by telephone by
calling + 44 (0) 1629 821900 (our office is open from Monday to Saturday 9:00 AM to 5:30 PM GMT).
Alternatively, fill out a downloadable booking form and either email it to us at email@example.com or
post it to Contours Walking Holidays, Unit 11, Via Gellia Mill, Via Gellia Road, Bonsall, Matlock, DE4
2AJ, United Kingdom with a deposit of £90 per person per holiday, or full payment if the booking
is being made within six weeks of commencement of the holiday. Payments may be made by credit or debit
card, cheque (made payable to 'Contours Walking Holidays') or BACs bank transfer.
Payments may be made by credit card (Mastercard, Visa or Amex), debit card (Maestro/Switch, Visa or JCB)
or cheque (made payable to 'Contours Walking Holidays').
On receipt of your booking form and deposit, we will send you an acknowledgement of your booking and an
invoice for the balance. The balance must reach us at least six weeks before the start of your holiday.
The date on which the final balance of your holiday is due is shown on the invoice. If the balance is
not paid in time we reserve the right to cancel your holiday, retain your deposit and apply a late
payment fee of £40 per person to cover the extra administrative costs of rebooking your tour. Late
Payment will also delay your tour pack.
Your tour pack will be sent to you approximately four weeks before the start of your holiday
2 If you change your booking
If you wish to make any changes to your booking prior to the due date for final payment, we will do our
utmost to help, subject to an administrative charge of £40 per person. Alterations after this date
will be treated as a cancellation of the original holiday and a new booking for a different holiday, and
the charges set out in paragraph 3 will apply. Any alterations you wish to make to your booking must be
notified to us in writing and be signed by the person who signed the booking form.
3 If you cancel your booking
Should you or any member of your party be forced to cancel your booking, you must do so in writing and
this email/letter must be submitted by the person who submitted the booking form. The cancellation will
take effect from the date that such written notice is received in this office. For a cancellation
received more than 42 days before the start date of the holiday the deposit will be forfeit, whilst any
other payment towards the cost of the holiday will be refunded. For later cancellations the deposit will
be forfeit but any payment towards the holiday will be refunded less the following charges:
41 – 29 days before the start:
50% of the total cost of the holiday
28 – 15 days before the start:
75% of the total cost of the holiday
No refund can be given for a cancellation 14 or less days before the start of a holiday or whilst the
holiday is in progress.
In addition to the above charges, it may be necessary to add single room supplements to other members of
a party where member(s) of that party cancel, and reduce the group discount.
These cancellation fees are implemented in all cases, so we recommend that you are fully covered by a
comprehensive travel insurance policy.
We offer discounts for groups of three or more walkers booking a holiday together. Details are available
from this office. Group discounts do not apply to travel agent bookings or in conjunction with any
When making a group booking, the booking form must be signed by the person first named on the booking
form (the group leader), accepting on behalf of all your party these booking conditions. The
confirmation invoice and holiday pack for the group will be sent to the group leader. Any questions
concerning the holiday from members of the group must be sent to us by the group leader only.
5 Website accuracy
The information given on our website and any other publications from Contours Walking Holidays, has been
carefully checked and we believe that it is correct at the time of publication. We reserve the right to
make changes and where they occur, they will be advised to you before the booking contract is concluded.
The prices shown include VAT. Should VAT rise above 20% the prices shown may alter. If there are any
changes to the published prices, these will be confirmed at the time of booking.
6 Changes or cancellation by us
Very occasionally we have to make changes to a holiday after a booking has been confirmed or cancel
confirmed bookings. Whilst we always endeavour to avoid changes and cancellations we must reserve the
right to do so. If we have to cancel your holiday or make a significant change before departure (such as
a change of accommodation to that of a lower official classification or standard for the whole or a
major part of the time you are away, a change of accommodation area for the whole or a major part of the
time you are away or a change to the date of departure) we will tell you as soon as possible and you
will have the choice of:
- accepting the changed arrangements or
- taking an alternative holiday (and where this is of a lower price we will refund the difference, but
where the price is higher we may ask you to pay the difference) or
- cancelling or accepting the cancellation and receiving a full refund of all monies paid.
Please note that the above options are not available where any change is a minor one (i.e. any change not
included above). Compensation will not be payable and no liability beyond offering the above mentioned
choices can be accepted where we have to cancel as a result of unusual and unforeseeable circumstances
beyond our control or force majeure.
We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or
cancellation. No compensation will be payable if we cancel as a result of your failure to comply with
any requirement of these booking conditions entitling us to cancel, such as paying on time.
7 Force majeure
We regret we cannot accept any liability or pay any compensation where the performance or prompt
performance of our contractual obligations is prevented or affected by, or you otherwise suffer any
damage or loss as a result of force majeure. Force majeure means any event which we, or the supplier of
the service(s) in question, could not, even with all due care, foresee or avoid. Such events include war
or threat of war, riots, civil strife, terrorist activities, industrial disputes, fire, natural or
nuclear disasters, adverse weather conditions and all similar events outside our control.
8 Our responsibility
We will accept responsibility if any death, personal injury, failure or deficiency of your holiday
arrangements is caused by negligence or omissions by us, or our agents or suppliers. We will not be
responsible for any injury, illness, death, loss, damage, expense, cost or other sum or claim of any
description whatsoever which results from the fault of the person(s) affected or any member(s) of their
party or results from an event or circumstance which we or the supplier of the service(s) in question
could not have predicted or avoided even after taking all reasonable care. We cannot accept
responsibility for any services which do not form part of our contract. This includes, for example, any
additional services or facilities which your hotel or any other supplier agrees to provide for you where
the services or facilities are not advertised on our website and we have not agreed to arrange them. The
maximum liability for any damages other than for personal injury or illness will be limited to the price
paid for the holiday.
9 Your responsibilities
It is your responsibility to ensure that you are physically fit, adequately experienced, suitably
equipped for your holiday and aware of the risks involved in a walking holiday. Although Contours
Walking Holidays will ensure the holiday is as safe as possible you must accept that the sole
responsibility for your personal safety remains with you. In the interests of safety you must undertake
to follow the advice in the guidebook or route notes provided, as well as that provided by anybody on
our behalf, heed any warning or advisory notices encountered on your walk, follow the Country Code and
act sensibly and prudently at all times.
10 Luggage Transfers
Contours Walking Holidays does not accept any liability for damage or loss to any item of luggage or its
contents during transportation. It is your responsibility to ensure that your bags are safely packed and
contain no valuable and/or fragile items such as laptops, tablets, cameras, mobile phones or glass. Your
luggage and its contents must be protected by a suitable insurance policy.
Each bag being transported must not weigh more than 17kg (37 lbs). There must be no items attached to the
outside of the bag. Our agents who move the luggage reserve the right to refuse overweight bags.
Contours Walking Holidays does not accept any liability or costs or inconvenience that this refusal may
For more information and advice about luggage transfers, click here.
11 Complaints and problems
In the unlikely event that you have any reason to complain or experience any problems with your holiday
whilst away, you must contact our office immediately and we will do our best to resolve the problem
straight away. Should it not be possible to resolve your complaint immediately, you should write to us,
giving full details, within 14 days of the holiday’s conclusion. Complaints received after this
date can be very difficult to investigate.
We treat your data with care and keep it as secure as is reasonably possible. We’ll never sell your
personal details to another organisation, and we’ll always ask your consent before sending
All matters arising from your contract with us are governed by English Law and are subject to the
jurisdiction of the courts of England and Wales.
14 Travel Insurance
You should protect yourself, your equipment and luggage with a suitable holiday insurance policy. This
insurance should also be arranged to cover non-returnable costs should you have to cancel your trip due
to unexpected personal circumstances.
15 Consumer protection
In accordance with "The Package Travel, Package Holidays and Package Tours Regulations 1992" all
passengers booking with Contours Walking Holidays Ltd are fully protected for the initial deposit and
subsequently the balance of all monies paid to us, including repatriation if required, arising from
cancellation or curtailment of your travel arrangements due to the insolvency of Contours Walking
Consumer aware: Your booking is insured by IPP Ltd and its panel of insurers. - This insurance is only
valid for passengers who book and pay directly with/to Contours Walking Holidays Ltd. If you have booked
and/or paid direct to a Travel Agent for a holiday with Contours Walking Holidays Ltd please request
proof of how the booking is secured as this will not be covered by IPP Ltd in this instance.
This Insurance has been arranged by International Passenger Protection Limited and underwritten by
Certain underwriters at Lloyd's. For further information please go to www.ipplondon.co.uk
16 Storing your data
We store and process your data based on the contract formed when you make your booking, and in line with
the General Data Protection Rules (2018).
We securely process and store data in order to enable us to process your booking, fulfill the services we
offer, send you your holiday details, and help us to contact you urgently if there are any problems. We
also use your details to enable website functionality including bookings history, members area logins
and to calculate loyalty discounts.
We retain your data only as long as is necessary to provide the aforementioned service and functionality.
We will remove or redact personal data under the following circumstances…
- You request erasure of your data, as is your right, by contacting our Data Protection Officer, Karen
- The customer is deceased.
- The customer hasn’t made a booking in the past 7 years.
17 About this document
This document was last updated 25th May 2018. We reserve the right to update this document without