Refund, Cancellation and Amendment Policy

Introduction

This version of our refund, cancellation and amendment policy replaces all previous versions of the policy and features a number of changes from previous versions. All refunds, cancellations and amendments will be dealt with in line with this policy. When we refer to “you” or “your”, we mean the camper or member of our organisation.

Bookings for touring pitches

1. Advance booking deposits
We will charge you a deposit of 25 per cent of the total cost of a booking (with a minimum charge of £25) at the time you make your booking. If the total cost of the booking is less than £25, we will charge the full cost at the time you make the booking.

2. Cancelling your booking.
You cannot cancel your booking through the Club’s website. If you cancel the booking more than seven days before it is due to start, we will refund your deposit in full. You can cancel your booking through our Contact Centre or with the Site direct. If you cancel your booking, for any reason, seven days or less before it starts, we will not refund your deposit.

3. If you do not turn up (‘no shows’)
If you do not turn up at a site you have made a booking for by 11pm on the first day of the booking (without letting the site know more than seven days beforehand), we will treat you as having cancelled the booking and you will not be entitled to a refund of your deposit.
Note: If you believe that your arrival will be delayed beyond 8pm on any evening, it is important that you call the Site in order that the HSM can ensure there is someone available to greet you at the later hour.

4. Refunding camping fees on site.

If you arrive on the site and pay in full for the period you plan to stay, but you are not happy with any part of the site and want to leave within 24 hours of arriving, we will offer you a choice of one of the following:

A transfer to another of our sites, subject to pitch availability (except Damage Barton), so that you can continue your holiday elsewhere using the camping fees you have already paid but not used.

Or

A full refund of unused camping fees.

Note: If an overnight stay has been completed, either the fees for one night, or the minimum booking period, will be retained by the site and must apply. In these cases, the site must handle the matter direct.

5. If you decide to leave a site early
If you leave the site early for any reason (including the weather, unless we class the conditions as being too severe to camp), we will keep any unused fees and you will not be entitled to a refund.

6. Sites with unsuitable camping conditions
If adverse circumstances, for example flooding, result in the Club cancelling your booking at any time, a full refund of your deposit or unused camping fees will be made. If the site needs evacuating in an emergency situation and there is insufficient time to process a refund on site, you will be contacted as soon as possible after the evacuation in order for the refund to be arranged.

7. Making amendments (changes) to advance bookings
For seasonal sites that are only open during the holiday season, you can make any amendments to your booking either through the internet or the Contact Centre before the site opens, as long as more than seven days’ notice before the date your booking is due to start is given.

For sites that are open all year round (or once the seasonal sites are open), you can make amendments through the internet or the Contact Centre or by contacting the site direct, as long as more than seven days’ notice before the date your booking is due to start is given. If you want to make amendments seven days or less before your booking starts, you must contact the site direct. Whether it can meet your needs depends on site specific considerations, such as pitch availability. This applies only to making amendments to an existing booking. You cannot completely change the dates you booked, as this would constitute a ’cancellation’ with less than seven days’ notice, and any new dates as a completely separate booking.

Bookings for storage and seasonal pitches

You can find details of all available schemes in a separate leaflet enclosed with this brochure. We will charge you full fees for storage pitches at the time you make your booking. For a seasonal pitch, you can either pay in full at the time you make your booking or split the payment into two instalments.

Our Sites Department will initially handle bookings for storage and seasonal pitches. However, from a date in April each year (published on the application form), the sites themselves may take responsibility for handling the bookings, although any amendments, cancellations and refunds will go through our Headquarters team.

Cancelling storage or a seasonal pitch

If you cancel a booking for storage or a seasonal pitch giving more than 14 days’ notice before the start of the booking we will refund the fees you have paid, less an administration charge of £35. If you cancel your storage or seasonal pitch giving less than 14 days’ notice, or it is cancelled once the season is under way, a refund cannot be provided.

Self-catering bookings

The Sites Department at our Headquarters will manage all self-catering bookings. To make an advance booking for a self-catering property, you will need to pay a deposit of £100 per week at the time you make the booking. You will need to pay the rest of the balance 28 days before your booking begins.

Cancelling a booking for a self-catering property

To cancel your booking, you will need to give notice to The UK Sites Department at Club Headquarters. If we receive this notice 28 days or more before the date your booking starts, we will refund all the money you have paid, except the deposit. If we receive the notice less than 28 days before the date your booking starts, we will keep the deposit and charge you 50 per cent of the full amount for the accommodation. If we receive the notice less than seven days before the date your booking starts, we will be unable to offer a refund.

Making amendments to self-catering bookings

Our Headquarters will deal with any amendments you want to make to your booking for a self-catering property, including making changes to dates and locations. Whether we accept your amendments depends on which properties are available and when. You will also need to pay an administration fee of £10.

Security deposit

When you book a self-catering property, you will need to pay a security deposit of £100. As long as we do not have to replace or repair anything or do any extra cleaning during or as a result of your stay, we will refund the security deposit to you. If you cause any damage, we will keep the security deposit until we have carried out any repairs that are needed. If the repairs cost less than £100, we will refund the amount left over after taking off the repair costs. If the repairs cost more than £100, our Headquarters will give you an invoice to cover the extra costs.

Meet/Group bookings

You can get details of how to make a meet booking from our Sites Department. You will need to pay a £35 deposit for each meet booking you make. The Sites Department at our Headquarters will handle all deposit payments. When you arrive, the meet steward responsible for the booking will be responsible for ensuring that the balance of fees owing for the booking are paid to the Holiday Site Manager. If you need to cancel a meet, you must give our Headquarters notice, in writing, at least seven days before the date the meet starts to qualify for a refund. If you cancel less than seven days before you arrive, we will not refund your deposit.

Exceptions

Exceptions to The Camping and Caravanning Club’s standard refund and cancellation policy cannot be pursued or resolved directly with a site or by telephone, and there are no guarantees that any requests for special consideration outside the normal policy can be met. However, should you believe that there is a reason for an exception to be made to our standard refund and cancellation policy, the matter must be referred in writing to the UK Club Sites Department at Club Headquarters for individual consideration.

General

By making a booking, you agree that this refund, cancellation and amendment policy will apply to your booking.