Terms & Conditions

Due to the bespoke nature of the services we offer, bookings are considered individually, and we cannot provide an automated service.

TERMS & CONDITIONS APPLY

YOUR HOLIDAY CONTRACT

This document sets out the terms and conditions of the contract between you and Psychagogia Sensory Integration Holidays Limited, trading as Sensory Traveller. Please read these terms and conditions along with our “Holiday Information” found on our website as these apply when you book any of our products. These terms and conditions will come into effect once we notify you in writing of your holiday booking and your deposit payment has been received.

Psychagogia Sensory Integration Holidays Limited is a travel and holiday service that aims to assist you by working with you to create the right packaged holiday for your requirements and preferences. Our interdisciplinary team of experts aims to assist you to get the best out of your holiday. We are not governed by the Care Standards or monitored by the Care Quality Commissioner; thus, we are not a substitute for social care.

Our service is only as good as the information you provide us with concerning your personal requirements and preferences. Therefore, it is essential that you or your care provider provide detailed, clear and factual information on our forms. We take great care to maintain your privacy and confidentiality at all times. Your information will only be available to our team of staff in order to enable you to get the service and resources you require.

BOOKING CONDITIONS

The terms “we”, “us” and “our” in these conditions mean Psychagogia Sensory Integration Holidays Limited (Registered in England and Wales; Reg. no. 9417266; Reg. Address: 10 Victoria Road South, Southsea, Hampshire, England PO5 2DA). Your contract will be governed by English law and any disputes will be dealt with in the courts of England and Wales unless if you live in Northern Ireland or Scotland, in which case the courts of Northern Ireland or Scotland (as appropriate), can deal with any disputes.

• Holiday destinations
• Transportation
• Accommodation & Meals
• Leisure activities
• Self-growth activities
• Additional support
• Other customised services and/or special activities

We reserve the right to alter the prices of any holidays shown on our website. You will be advised of the current price of the holiday you wish to book before your contract is confirmed. Any changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change as prices are not guaranteed until we take payment and confirm the booking.

DEPOSITS: Following your enquiry, a member of our team will advise you how much deposit is required (This is not applicable for bookings that are departing within 12 weeks). Once you have chosen your holiday, our expert consultant will go through the important information relating to your chosen holiday. You will be able to discuss any additions you might like to make to your holiday and note any special requests you may have.

Following your conversation with our team member, they will send you your holiday itinerary, activities and experiences itineraries, as well as details about our Terms & Conditions and how to make a payment.

Your booking is only confirmed upon receipt of a deposit or full payment if it is within 12 weeks of departure.

Deposits are non-refundable and are required to secure your holidays. By accepting your travel itinerary, you confirm that you have read and understood all the information regarding your holiday and that you accept our terms and conditions.

FINAL BALANCE: Once we receive your deposit, we will send you an invoice that must be paid in full 12 weeks before your holiday. For late bookings, made within the 12 weeks period prior to the start of a holiday, we are not able to accept a deposit and therefore the balance must be paid in full at the time of your booking. Failure to settle the final balance will result in your holiday being cancelled and the loss of your deposit.

PAYMENTS: All payments made by cheque should be made payable to “Psychagogia Sensory Integration Holidays Limited” 14 weeks prior to departure. If you would like to pay by debit/credit card or direct bank transfer, please call us.

“We do not store credit card details nor do we share financial details with any 3rd parties”.

AMENDMENTS: If you do need to amend your booking or make and changes after we have confirmed, you will need to advise us in writing and charges may apply.

CANCELLATIONS: Should you wish to cancel your holiday with us, you must notify us directly in writing as soon as possible. Once we have received written confirmation, we will inform you about the cancellation charges that will apply to you.

You might want to consider purchasing a holiday insurance to cover such possible events.

If you do not pay the balance of the holiday cost on time, we reserve the right to cancel your booking. We reserve the right to cancel your holiday in any circumstance, as for example in the event that the minimum number of passengers has not been reached, but if we do so you will receive a full refund or we will offer you the option of an alternative holiday of corresponding value, subject to availability. In the event that we are forced to cancel or change your holiday as a result of unusual or unforeseen situations outside our control, we will not be liable to pay any compensation. These events might include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity (Force Majeure).

TRAVEL INSURANCE: We do not provide travel insurance cover. It is your responsibility to obtain fully comprehensive travel cover whether you are travelling abroad or within the UK. We will require a copy of your insurance 30 days prior to the commencement of your holiday or in the event of a late booking you will be required to provide a copy of your insurance with your booking form. Please ensure that you have read and fully understand the conditions of the policy paying particular attention to any stipulations regarding pre-existing medical conditions.

PRIOR TO YOUR HOLIDAY: A confirmation letter together with a checklist and general information about your chosen destination will be sent to you 21 days prior to the start of your holiday. This is designed to help you make informed decisions regarding clothing, spends, personal effects, documents as well as providing you with information regarding flights. However, flight times can sometimes be changed at short notice and are outside our control. In this event, we will make every effort to contact each guest and advise of any changes.

ACCOMMODATION: Daily laundry is not included in the room price. Be advised that hotels charge for this facility and this cost has to be met by guests themselves. Furthermore, the holiday package does not include personal spending money, snacks, drinks, meals off-site (unless if otherwise stated), medical expenses, cancellation insurance, tips, postage or phone calls. It is advisable for guests to have money to spend at airports in case of delays or other unforeseen circumstances.

SELF-GROWTH & LEISURE ACTIVITIES: Any Self-Growth and Leisure Activities booked through Sensory Traveller as part of your holiday package will be treated in the same manner as your accommodation. Your deposit is to be paid upon booking and the balance to be paid by 12 weeks prior or in full if booking within the 12 weeks before departure. Alterations and cancellations cannot be made within 4 weeks prior to your holiday. If making alterations within the 12 weeks before departure these changes will need to be confirmed by activity leaders. If cancelling within 12 weeks before departure but before 4 weeks of departure any costs incurred by the activity leaders for expenses will need to be covered.

EXCURSIONS: Excursions or other tours or activities that you may choose to book or pay for whilst you are on holiday are optional activities and these are not part of your package holiday provided by us, therefore these are outside of our risk management or control. For any excursion or other tour or activity that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. Sensory Traveller Holidays, the operator, cannot be held liable for any loss, damage or injury which may occur directly or indirectly as a result of your participation in optional activities. Any monies must be paid directly to the activity or excursion supplier by you, the passenger. Therefore, any contract for any optional activities you choose to book will be between you and the supplier. Sensory Traveller Holidays will not be party to this. We, however, strongly advise you to check that your travel insurance policy covers you for participation in any optional activities.

MEDICATION: We do not take responsibility for our customer’s medication. However, some of our accommodation providers offer an option to provide a fully qualified nurse on site upon request at an extra cost. This should be stated at the point of application and you will be requested to complete a “Medical Form”.

SPECIFIC AIDS AND ADAPTATIONS: Guests who require specific aids and adaptations (including incontinence aids/mattress protectors, and any other specialist equipment) are requested to bring these items with them when possible. If we are provided with a formal request for the hire or location of such equipment, then we can facilitate this on an individual’s behalf. The costs of such provision will be your personal responsibility and must be met by you, the holidaymaker. This has to be paid at the time of booking.

LOST OR STOLEN PROPERTY: We take no responsibility for any loss, theft or damage to customer property, but we make every effort to ensure the safety of our customers’ property. For this reason, we recommend that guests take out insurance cover. We recommend that guests deposit the majority of their spending money, passports and insurance documents (or other valuables) in a designated safe or identified place once at the venue. This is a matter of choice for the guests, but it is their responsibility to ensure the safekeeping of personal belongings.

CHALLENGING BEHAVIOUR: We have the policy to complete an Individual Travel Profile for each guest prior to travelling in order to provide the best possible support tailored to your needs. We ask you to be honest with your answers and provide as much detail as possible – all information is kept confidential and is only used for your benefit. We always respect your decision to withhold any information, but we cannot be held responsible for any events that arise due to information being withheld by guests. However, we reserve the right to withdraw a placement or amend scheduled events should an individual displays behaviour that pose a risk to the health and safety of staff, other guests or themselves. This includes antisocial, disruptive, abusive or violent behaviour. In the event that a guest is asked to leave the holiday due to the aforementioned reasons, he or she must meet any costs incurred. Please remember that you are held to account in the law(s) of the country you are a guest in and as such are responsible for your own behaviour. Our holiday assistants can provide guidance on local customs and will include it in your checklist information especially on long-haul trips. Any damage caused by guests whilst on holiday will be deemed their responsibility and not that of Psychagogia Sensory Integration Holidays Limited.

TERMINATION OF HOLIDAY: We reserve the right to terminate a customer’s holiday for medical or behavioural reasons. In this extreme event the customer is required to pay full transportation and staff costs or to arrange their own transportation.

DIETARY REQUIREMENTS: If you require a special diet or have a food allergy or intolerance you must advise us of this when booking by completing our “Dietary Requirements Form”. If you have specific dietary needs a menu must be provided, together with any food items that are not likely to be readily available at the holiday resort. We will advise the provider of meals of any specific dietary needs or allergies and where possible these will be catered for. If they are unable to cater for your dietary or allergy needs, then we will advise you of this. Once we have been provided with this information, we will create a specialized menu plan that you will be able to review and change if needed before travelling. We cannot always guarantee requests as this will always be at the discretion of the accommodation.

TRANSFER SERVICE: We can provide a Pick-Up service upon request at an extra cost. Unless otherwise stated, our holiday packages do not include this service. However, if you request a Pick-Up service, you must ensure that you arrive on time at the designated location. If you think that you might be arriving late, you must contact the designated person to inform them. A name and phone number will be provided to you with the pick-up information. We cannot be liable for any loss or expense incurred due to your failure to arrive at the designated pick-up point at the allocated time. If you miss your pre-arranged pick-up, we will do our best to support you if possible, by arranging alternative transport at your expense.

DOCUMENTATION: After confirming your booking you will receive confirmation; tickets are usually available 14 days before travel. In some cases, your confirmation will be classed as your travel ticket.

MEETING POINTS: This section will only apply for organised group travel, designated departure points, times and dates will be mailed to you 14 days before departure. It is the client’s responsibility to ensure they are at the correct meeting points in plenty of time and it is not our responsibility to get guests to and from the designated meeting points.

PACKING AND LUGGAGE: It is important that all guests travel with the appropriate amounts of necessary types of clothing, footwear and outdoor wear, toiletries, medication and so on. This includes personal hygiene items including towels for outdoors activities such as swimming at the sea or the swimming pool.

INJURY, ILLNESS, DEATH OR CONSEQUENT LOSSES: We will not be liable for any injury, illness, death or consequent losses suffered by you or any member of your party unless you are able to prove that such injury or illness was caused by lack of reasonable care or skill on the part of ourselves or the holiday provider, and the performance of our obligations under our contract with you as set out in the terms and conditions of your booking.

COMPLAINTS: We hope that you do not feel the need to complain but if you do have any concerns while on holiday please speak to a member of our team and we will do our best to resolve this. If on return from your holiday you are still not happy you should forward your concerns within 28 days in writing to:

Sensory Traveller

S18 Enterprise@Lincoln

Rope Walk

Lincoln

LN6 7DQ