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Terms & conditions

The dull but important stuff.

As a tour operator we have to have terms and conditions, these protect us as well as you. If we didn't have them we wouldn't be acting professionally, so it's important and beneficial all round. It should give you confidence in our professionalism and also your protection.

The following terms and conditions are pretty standard. Read them all thoroughly, but in particular you should be aware of (1) cancellation charges apply, so only book for definite attendees and (2) you've got your own responsibilities in keeping sober at the right times (eg no booze before activities), arriving and departing on time and acting properly (ie don't abuse or mistreat the hospitality - otherwise programmes will be automatically cancelled). Other than that they are as you might expect so please have a read through.

For anything you book with us, you agree to the following terms and conditions; all bookings are bound by these: "StagWeb" a division of Groupia Limited (of 30 to 32 Westgate Buildings, Bath, BA1 1EF or any other address Groupia Limited may reside) incorporating StagWeb UK, StagWeb Ireland, GoHen, GoGroups, Teams on Tour & Company Away Days hereinafter referred to as "Groupia", (Groupia Limited company registration number 04368234).
"Client" - the person that has signed the booking form on behalf of the booking party who in the case of the Client Area (see section 15) may also be referred to as “Organiser”. References to and the obligations of the Client apply to all group members / guests of the booking party.
"Booking Party" - only those persons included on the signed Client booking and received at the time of booking, including the "Client".
"Supplier" - the recognised contracted party used to fulfil an activity, venue or service of the Program.
"Agenda" - a list of suggested activities, accommodation and or other associated services, together with relevant pricing details.
"Program" - the selected activities and or entertainment and or accommodation and or transport services and or guide services as detailed in the Agenda that are included by the Client in the booking and subsequently reconfirmed in the "Booking Confirmation" provided by Groupia.
"Contract" - the agreed Program as detailed in the Booking Confirmation (aka receipt).
Groupia reserves the right, at any time before a contract as hereinafter defined is accepted or deemed to be accepted by the Client, to withdraw or change these conditions. The conditions herein are accepted by the Client to the exclusion of any previous terms and conditions, written or otherwise.
In respect of any timely alterations to the above please check on booking that the guidance above details the latest terms & conditions. We want you to be safe, informed, prepared and aware of your responsibilities when it comes to group travel - if anything is unclear or you would like to talk through the above please contact us on 01225 474200.

1. Making a Booking

(i). Upon request Groupia will supply to the Client an Agenda in order to make selections for their preferred Program. (ii). The Client must pay a non-refundable deposit to confirm their commitment to pay for the intended Program. (iii). The Contract is made when Groupia confirms the Booking Confirmation with details of the agreed Program and when the deposit receipt is issued (iv). The Client must check carefully to ensure that Booking Confirmation matches what was booked. (v) Please note also that a Booking Confirmation may be rejected and treated as cancelled if payment is not forthcoming as per agreed payment schedule, see term 3 Payment below.

2. Pricing

(i). The price of the Program is as detailed in the Booking Confirmation. Groupia reserves the right to change the price of the Program at any time prior to the issuing of the Booking Confirmation. (ii). The Client accepts that pricing and availability may expire over time. (iii) All monies referred to are in pounds sterling and inclusive of any taxes or additional charges unless otherwise stated. (iv). Holiday and or personal insurance is not included in the price of the Program unless otherwise stated. (v). Flights are not included in the price of the Program unless otherwise stated. (vi) Unless otherwise stated on the Agenda the payment does not include the cost of drinks, food, admission, parking charges, porterage charges, fees, corkage charges, contributions and / or any other items that are not directly referred to on the Booking Confirmation. (vii). Suppliers of the services and activities of the Program may require the Client or members of the booking party to leave a credit card imprint and / or details on checking in, or alternatively to provide a breakage/damage/security/behaviour deposit. These amounts are refunded locally if there is no damage, breakage or misbehaviour or justifiable reason to retain deposit. Groupia takes no responsibility for any security/damage deposits, it is a separate local agreement between the Client and the supplier(s) (viii). Credit card payments to Groupia will carry a 2% surcharge, debit card payments carry no charge, unless paying by instalments where a 50p charge will be applied per transaction.

3. Payment

(i). The price of the Program and the basis on which it is calculated is contained in the Booking Confirmation. (ii). The Client accepts responsibility for paying for all members of the booking party. (iii). The Deposit (which is non transferable unless otherwise agreed in writing) as detailed in the Booking Confirmation is payable on booking, the Program remains unconfirmed until the appropriate deposit is received in full; the remaining balance payment is payable a minimum of 6 weeks prior to the commencement of the Program or by such date as is specified in the Booking Confirmation. (iv). Groupia requires full balance payment for any flight inclusive package a minimum of 12 weeks in advance of the departure date. Flight Inclusive packages with some airline carriers will require full payment on booking. (v) In the case of Bookings made less than 6 weeks prior to the commencement of the Program the total amount is payable upon booking. (vi). If the Client and/or guests opt to make payments via the Instalments method, all instalments payments are non-refundable and non-transferable regardless of circumstance. It's ultimately the Client's responsibility to ensure all party members are aware of this. (vii). Failure to make payment on the due dates will entitle Groupia to cancel the Contract without penalty and to treat such failure as a cancellation by the Client, in which case cancellation charges will apply from the date the payment became due. (viii). Groupia reserves the right not to provide the Program or any part thereof until it has received sufficient funds from the Client. Groupia will not be liable for any matters arising out of delay in payment by the Client.

4. Alterations or Changes to the Program by Groupia

(i). The Program is based on current schedules and service details and consequently may require minor changes to be made. Wherever possible Groupia will notify the Client of any such changes before commencement of the Program. A minor change will be deemed to be any change which, taking into account the information given by the Client to Groupia at the time of booking, Groupia or Supplier could not reasonably expect to have a significant effect on the confirmed Program. In the event of minor changes no compensation is payable nor do such changes entitle the Client to cancel the Program or request an alternative Program. (ii). In the event that there are significant changes to or cancellation of the Program prior to the commencement date of the Program, Groupia will as soon as is reasonably practical notify the Client. In these circumstances the Client may accept the change and if applicable a refund of the difference in price between the price of the Program purchased and that of the substitute Program. In the case where the changed Program is inferior to the one booked, the Client may cancel the Program and receive a full refund (which will be in full and final settlement of all claims including loss of enjoyment). Groupia where possible will offer an alternative Program (from the range of available services offered by Groupia). (iii). Significant changes to the Program will include the following: • A change of accommodation to that of a significantly lower standard for the whole or a major part of the Program • The cancellation of a significant activity or service forming part of the Program • A substantial change to the price contained in the Booking Confirmation. (iv). In the event of changes to the Program after it has been agreed, Groupia will provide the Client with an alternative of the same or higher standard in the same or a similar area. The Client will have no right to cancel the Program if Groupia have offered the client a suitable alternative. (v). In the event of loss or damage suffered by the booking party or changes to or cancellation of the whole or part of the Program due to reasons of unusual or unforeseeable circumstances beyond Groupia's or the Suppliers' control, compensation will NOT be payable. By way of example because of safety risks, adverse weather conditions, war, riots, civil strife or terrorist activity, industrial disputes, utility blackouts, cyber warfare, natural or nuclear disasters, fire, flood, shortage of water, epidemics, health scares, medical emergency or necessity, unavoidable and or technical problems with transport or equipment, airport closures, and similar events beyond our control. (vi). No compensation is payable if the Program is cancelled in whole or part due to an insufficient number of people required to make available the activity or service forming part of the Program. For the avoidance of doubt unless otherwise agreed in writing the minimum number required will be the same as per the Client's booking confirmation. (vii). Cancellation or changes may be made at any time when safety conditions are, in Groupia's or its Suppliers' discretion, compromised. If cancellations occur in such circumstances Groupia or its Suppliers will make every effort to reschedule in line with Client requirements.

5. Alterations or Changes made by the Client

(i). If the Client wishes to make any alteration to the Program or wishes to cancel the Program, the Client must notify Groupia in writing as soon as is reasonably practical. (ii). The cancellation charges set below apply if the Program is cancelled by the Client but cancellation will only be effective from the date that written notification of cancellation is received by Groupia. (iii). Cancellation charges. Number of days prior to commencement of the Program Amount Payable > More than 42 days = Deposit only : 42 to 35 days = 50% (of total) : Less than 35 days = 100% (of total). (iv). Variations in cancellation charges may apply in non-standard / exceptional circumstances for example with bookings that include the pre-purchase of tickets, specialist personnel, venues and accommodation including self catering. The Client will be advised of any variations in standard cancellation terms at the time of booking. (v). We strongly recommend that Clients provide accurate details and insure against cancellation where possible. (vi). Prior to when cancellation terms will be applied (ie more than 42 days in advance) if the Client wants to change the Program or the numbers or members of the booking party after the Booking Confirmation has been issued, then in each separate instance there is an administration fee of £10.00 payable together with any additional charges or costs imposed by Groupia or its Suppliers. In the event of certain major changes to the Program or the numbers of the booking party or the dates of the planned Program, this request may be treated as a cancellation of the initial booking and the booking of a new Program, this includes reducing the booking from the original full package, to any of the additional package options created for the Client. In such cases cancellation charges may be incurred. Groupia will advise the Client upon receiving request/s to make amendments if this is the case. (vii). If the booking party arrives at any part of the Program with an increased number of persons to those detailed on the booking form, Groupia’s responsibility to the booking party and or the Program will no longer apply. In this instance Groupia and or its Suppliers also reserve the right to cancel or considered cancelled the Program in part or as a whole. If the Supplier continues with the Program independently, unless otherwise agreed in writing the booking party may also be immediately charged any additional costs / expenses at full premium rates with an additional £75 administration fee per guest, notwithstanding Groupia’s responsibility to the Booking Party will no longer apply. Failure to pay on the day may result in full payment plus an additional £100 administration charge plus any costs in recovering payment. If payment is not forthcoming within 7 days, the Client accepts Groupia, on behalf of its Suppliers, may charge outstanding monies against credit card details given at the time of booking. If outstanding payment cannot be taken for any reason interest will be charged at a rate of 24.9% APR on any money owed and recovery through the small claims court may follow. (viii). Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. (xi). At the company’s discretion a ‘Deposit Guarantee’ maybe be offered if a client formally cancels a programme in writing outside of the pre mentioned cancellation periods. Please note the offer of the guarantee must be made in writing by Groupia Ltd. In this instance the original deposit paid by the client (excluding any additional or individual guest deposits) will be held open for 12 months (less any expenses e.g. processing costs) and may be used to book another Groupia weekend within that time period, subject to availability. Standard conditions will apply. The new booking must match at least the criteria of the original booking i.e. a full, 2 night weekend for 10+ guests. The company reserves the right to limit this guarantee. This 'Deposit Guarantee' would not apply to activity only programmes.

6. International Travel, Passport, Visa and Health Formalities

(i). Information and guidance on health is contained in the Department of Health leaflet T7 EHIC Pack (European Health Insurance Card Pack) available from the local Department of Health office and most main Post Offices. For European Programs the Client and all members of the booking party are advised to obtain a European Health Insurance Card (EHIC, EHIC forms and pre-addressed envelope are available from most central Post Offices) prior to departure. (ii). It is the responsibility of the Client to ensure that all the members of the booking party are in possession of necessary insurance, visas, travel and health documents / equipment / prescriptions (including inoculations and medicine if necessary) before departure. All costs incurred in obtaining such documentation and or applications must be paid by the Client. (iii). It is the responsibility of the Client to ensure that the destination is appropriate for any member of the party with genuine health, disability or cultural concerns. (iv). Groupia will not be held responsible in the event of the Client and or any member of the booking party contravening any international laws, entry requirements, customs, regulations and cultural etiquette. We recommend that all visitors to foreign destinations familiarise themselves with protocol and culture in advance of their visit. (v). If Groupia or its Suppliers suffer as a result of any member of the booking party failing to have the correct travel documents or observe appropriate protocol, the Client is liable to pay such fine and any additional costs therein associated. (vi). As well as any particular research of their own the Client is advised to check the information and contact details contained on the Groupia website under the heading “International Advice”. (vii). Groupia will not be liable in any capacity for the failure of the Client or any members of the booking party to prepare appropriately and suitably for international travel.

7. Groupia's Responsibility

(i). Groupia will use all reasonable care in the selection and use of Suppliers of services and activities forming part of the agreed Program. (ii). Groupia accepts responsibility for claims by the Client where Groupia fails to provide the proper performance of the services forming part of the confirmed Program. Except in cases involving death, injury or illness our liability shall be limited to 2 times the net cost of the element of the Program found to be deficient plus all reasonable local transport costs pertaining to that element of the Program only (which will be in full and final settlement of all claims including loss of enjoyment). In the case of any local transport costs claims all receipts will be required. (iii) Our liability will also be limited in accordance with and/or in an identical manner to (a) the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and (b) any relevant international convention for example the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. (iii). In the case of a confirmed Program to which the provisions of the Package Travel, Package Holidays, and Package Tour Regulations 1992 ("Package Regulations") do not apply Groupia will accept liability for personal injury claims arising as a direct result of the proven negligence of its direct contracted staff (providing they were acting in the course of their employment relative to the booked Program only). (iv). In cases where the Package Regulations apply to the confirmed Program, Groupia accepts liability for the proven negligence of its staff and Suppliers (whilst in the course of their employment or contract) in providing the services or activities that form part of the confirmed Program. (v). Groupia does not accept liability in the following circumstances: • If the Client or any member of the booking party are at fault, which will include any losses or damage attributable to or resulting from a failure on the part of any booking party member to abide by these terms and conditions. • Any failure by any booking party member to observe safety instructions and Program guidelines. • Any failure by any booking party member to observe schedules and advised timekeeping. • If any failure is the fault of someone else not connected with providing services, which make up the agreed Program. • Any change in the Program as instructed directly to any Suppliers or Services by the Client post confirmation without Groupia’s written acknowledgement of change, including change in numbers, format or details of the booking party. • Any unusual or unexpected circumstances beyond the control of Groupia or its Suppliers even if they had used all due care, could not foresee or forestall. • Any event, which Groupia or its Suppliers even with all due care, could not foresee or forestall. • Any instance of inappropriate behaviour on the part of the Client or any member of the booking party including but not limited to legal transgression, insobriety, violent conduct, recklessness, deliberate intent, the breaking of rules and regulations and rudeness. (vi). Any travel, activities, accommodation and other services are carried out subject to the Supplier's conditions of carriage, supply or contract which will be notified to the Client if they depart significantly from standard industry practice or upon the Client's request. If Groupia or any Supplier can exclude or limit liability under any international convention or foreign law Groupia and or its Suppliers will rely on that exclusion or limitation. (vii). Where the cause of loss, damage or injury is due to Groupia's Suppliers, sub-contractors, servants and/or agents, Groupia's acceptance of liability is subject to assignment to it of the claimant's rights against the former and to the claimants co-operating with Groupia in any legal action it may take to enforce any right of subrogation or by way of any third party proceedings. (viii). Sharing of limit - should Groupia agree in writing to admit liability to more than one party, the limit on our liability will be shared between them and it is up to those parties how they share it. (ix). Proportionality - if we are liable to you under the agreement and another person or party would be liable to you in respect of the same loss (save for your contractual arrangements with them), then (1) the compensation payable by us to you in respect of that loss will be reduced (2) the reduction will take into account the extent of the responsibility of that other person / party for the loss and (3) in determining the extent of the responsibility of that person for the loss, no account will be taken of (a) any limit or exclusion placed on the amount that person / party will pay or (b) any shortfall in recovery from that person / party (for whatever reason). (x). Groupia will offer such help as is reasonable in the circumstances to the booking party if any member suffers difficulties whilst participating in the Program.


We are a Member of ABTA, (membership number W7797). We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn’t apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.


Groupia Ltd is ATOL protected (ATOL Number 11011). When you buy an ATOL protected flight inclusive package from Groupia you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. (i). Groupia, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither Groupia nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). (ii). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

10. Client Responsibilities (which include all confirmed members of the Booking Party)

(i). To ensure that all terms and conditions are clear and members of the booking party are informed about these terms and conditions and the booking confirmation/Program details. (ii). To be responsible for the group and the accuracy of information supplied. Where you consist of more than one party an act or omission of one party will be regarded as an act or omission of all. (iii). The Client must inform Groupia in writing of any special requests (for example, special facilities for disabled people, dietary requirements, allergies, medical conditions) which it or any of the booking party have so that Groupia is able to make arrangements, as far as reasonably possible, to cater for them. (iv). Some of the activities provided by Groupia as part of Program require an element of physical activity on the part of the booking party. The Client will ensure that all members of the booking party are over 18 years of age, physically able to take part in the Program, suffer no disabilities or conditions that may impair, restrict or endanger their involvement or that of other members of the booking party's involvement in the Program. If the Client has any doubts or concerns regarding any member of the booking party's participation in the Program these issues must be raised in writing at the time of booking, (for example age, pregnancy, asthma, high blood pressure, heart conditions, vertigo). (v). To review and recommend the necessary provision of travel and health insurances to all members of the booking party. It is important to note that certain activities contained within the Program may be excluded from the terms of certain travel, medical and life insurances. It is therefore the responsibility of the Client to communicate and ensure that adequate insurance cover is provided for the booking party (individually or collectively) to cover likely eventualities whilst partaking in the Program. (vi). To agree and progress with all payment timetables as set out above and in the Booking Confirmation. (vii). To ensure that all members of the booking party comply with all activity/element timetables of the Program. Failure to keep to the timetables may result in either discontinuation of the event/activity or cancellation of the Program; in either event Groupia will not be liable for any refund, compensation or any other costs that may be incurred. (viii). To ensure that all members of the booking party act at all times in a safe, responsible and courteous manner; comply with all safety procedures (for the avoidance of doubt this includes an appropriate level of sobriety); listen and be present at all safety and information briefings relevant to the Program's activities; make supervisors, representatives or any person in authority immediately aware of any personnel, equipment or site deficiencies or concerns; dress and/or equip themselves suitably for any event or activity as advised by Groupia and or its Suppliers (failing which as is deemed appropriate or suitable in the circumstances), and observe and obey all laws, guidance, advisements, requests (including the signing of any disclaimer) and conditions of use of any Supplier, including accommodation and entertainment venues. (ix). Following the supply of Client contact details, including e-mail, VIP area access and postal address, Groupia’s e-mails and outbound communications will be deemed to be received and Groupia can not be held responsible for the failure of the Client to check / read / communicate their received information. (x). Your obligations - the Program’s performance depends on you performing your obligations under the agreement. Groupia are not liable for any loss arising from you not fulfilling your obligations.

11. Behaviour

(i). Groupia by itself or its Suppliers reserve the right to cancel or may end the Program at any stage, with no liability of reimbursement, if the behaviour of the booking party or that of any person associated with the booking party is likely in the opinion of Groupia or its Suppliers to cause distress, damage, danger to or to annoy and or offend other customers, guests, employees, property, other members of the booking party or anyone else. (ii). Rude and aggressive behaviour towards any Groupia employee or supplier will not be tolerated and may result in package cancellation. (iii). If the booking party is found to be behaving in a way that results in affecting the standard performance and or presentation of Groupia’s Suppliers and enjoyment / experience of other guests, groups may be required to leave the premises - if this is the case the Program may be immediately terminated and the Client will immediately forfeit all costs and any right to compensation, whether or not the Program has been completed, and may be liable for any compensation sought by Groupia and or its Suppliers. (iv). If the booking party is prevented from travelling because any person in authority reasonably believes any member of the booking party appears to be unfit to travel or likely to cause discomfort to or disturb other passengers, Groupia will not be liable to complete the Program arrangements, and will not be liable for any refund, compensation or any other costs incurred by the booking party. (v). Groupia cannot accept liability for the behaviour of others in your accommodation / venues and /or taking part in any activity and /or event, associated and or in the same environment forming part of the Program, or if any facilities or services are removed as a result of their action. (vi). The Client on behalf of the group accepts that in most instances members of the booking party will be required to sign agreement forms and or provide an additional services, damage and or behaviour deposit/bond/guarantee. Any costs (including damage) that remain unsettled after booking party departure will automatically be charged against the deposit/bond/guarantee. In the case of insufficient deposit/bond/guarantee the Client will be pursued for recovery of the full amount and any expenses incurred, including time and administration, in pursuing recovery. In the instances of any damage or payment obligations Groupia may forward all Client details to any relevant Supplier for direct contact. (vii). Failure of the booking party to quickly and fully settle outstanding expenses may result in criminal charges being brought against the booking party by the Supplier and or Groupia, and or any external organisation for the purpose of pursuing these damages. (viii). If the booking party behave in such a way resulting in a Supplier's relationship with Groupia being terminated, Clients will be pursued for compensation by Groupia for a minimum of £3000 per supplier.

12. Insurance & Disclaimers

(i). Groupia considers it essential that all members of the booking party have adequate insurance. Please note that it is the Client's express responsibility to ensure that cover matches the booking party's requirements. On the Client's acceptance and confirmation of their Program, Groupia are entitled to assume that the Client is fully aware of their responsibility and their insurance policy (and those of the booking party) fully, adequately and appropriately covers all the activities, accommodation, travel, services and events within and associated to the Program. The Client should provide details (insurer and policy number) on the Booking Form. In the event that the Client fails to provide the details of insurance Groupia are entitled to assume that the Client is comfortable with their responsibilities, aware of the implications of insurance cover and fully satisfied with their own arrangements. (ii). Due to the nature of extreme activities, variable international protocol and standards, occasionally members of the booking party may be required to acknowledge and agree to local Disclaimers (which may include health disclosures) prior to proceeding with elements of their Program, these Disclaimers serve to highlight the risks associated with the activity in question; on acknowledgement of the Disclaimer members of the booking party will consciously proceed fully aware of the safety, security, comfort and insurance implications of that activity. Members of the booking party will be responsible for appreciating whether or not their personal insurance cover is appropriate. (iii). Given an onsite review of any previously unseen Disclaimer (and thereafter relative consideration of the activity, environment, premises, personnel, safety, etc), if any member of the booking party elects not to proceed Groupia will reimburse that member to the value of the individual net cost expense of that element of the Program, provided the member obtains written confirmation of non-procedure from the Supplier which must be forwarded in writing to Groupia within 14 days. (iv). Whilst Groupia will provide as much advance information as reasonably possible, Groupia will defer to the protection of any Disclaimers. Should any assistance be required post Disclaimer, Groupia will endeavour to assist in support solutions, the level of support may be limited to the local services and levels of compensation will be relative to the local delivery of the Program.

13. Complaints

(i). If there are any complaints about the Program these must be communicated immediately to Groupia or its Suppliers (eg your hotelier) who will endeavour to put things right to avoid it spoiling any part of the Program. It is strongly recommended that you communicate any complaint directly to the supplier of the services as well as to our representative, in the case of Groupia by telephone during stated offices hours Mon-Fri to +44 (0)1225 474200 or out of hours to +44 (0)7590-296246 or any other support number supplied, without delay and complete a report form whilst in resort / on location. Please be aware if you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort / on location and this may affect your rights under this contract. For the absence of doubt any failure to so report such complaints immediately is likely to be deemed to be a failure on the part of the booking party to mitigate its losses and Groupia will not consider itself liable for those complaints. (ii). If the matter is still not resolved after completion of the Program then the Client must write to Groupia within 28 days of completion of the Program giving full details, including submission of a written report / assessment specifying any perceived failure at the place where the Program is supplied and any accompanying documentary evidence and thereafter writing to our Customer Services Department at Groupia Ltd, 30 - 32 Westgate Buildings, Bath, BA1 1EF giving your booking reference and all other relevant information. Please keep your letter concise and to the point. Client accepts a 28 day period for satisfactory negotiation of any disputes prior to proceeding with and or advising any external representation. (iii). Mediation - if a dispute arises the parties will attempt to resolve it by discussion, negotiation and mediation (which may include ABTA - please refer to clause 8 above) prior to commencing legal proceedings. (iv). We would respectfully request any written communications to be sent by recorded post.

14. General

(i). The Client recognises that Groupia is an independent contractor and not the servant of the Client. (ii). Oral advice & draft deliverables - you may only rely on our final written deliverables and not on oral advice or draft deliverables. If you wish to rely on something we have said to you, please let us know so that we can prepare a written deliverable on which you can rely. (iii). If any of these terms or conditions are unenforceable for any reason, but would be enforceable if some of its wording were deleted or amended, it shall apply with such deletions or amendments as are necessary to make it enforceable. (iv). No amendment or variation to the contract or conditions shall be effective unless in writing and signed by or on behalf of both parties. (v). No claims against individuals - should you have cause to, unless otherwise agreed in writing you agree to bring any claim (including one in negligence) in connection with the Program only against Groupia Ltd and not against any individual within Groupia. (vi). The Program and any contract between the Client and Groupia and any dispute arising from it, whether contractual or non contractual, will be construed and governed by English law and be subject to the jurisdiction of the English courts, you may however, choose the law and jurisdiction of Scotland or Northern Ireland if you were residentially based there at the time of booking and wish to do so. (vii). Entire agreement - The Contract forms the entire agreement between the parties in relation to the services. It replaces any earlier agreements, representations or discussions. No party is liable to pay any other party (whether for negligence or otherwise) for a representation that is not in the agreement. (viii). Rights of third parties - a person or representative who is not party to the agreement has no rights under the Contracts (Rights of Third Parties) Act 1999 (as may be amended) to enforce any terms of the agreement.

15. Additional Self-catering Terms

(i). Deposit / Payment is non-refundable in any circumstances, so please only book if you are absolutely sure. (ii). The Client will be responsible for all damages / breakages and these must be reported immediately and any associated bill must be paid within 7 days. (iii). If additional cleaning is required after vacating the premises the Client will be required to pay for that cleaning within 7 days. If the Client fails to pay you will be charged a minimum of £10 for everyday the cleaning bill remains unpaid. (iv). If the state of or damage to the property is to such an extent that the property cannot be let the Client will have to cover the cost of lost bookings. If necessary the Client will also have to cover the cost of alternate accommodation for guests that would have been staying in the property.

16. Online Client Area Terms and Conditions

(i). Organiser - Event Deposit - The option to pay a variable non-refundable event deposit is given to all organisers in order to validate a booking with us, the event deposit amount (which serves as confirmation of the event) will be notified to the organiser at the time of booking. The time limit in which you have to pay the full balance of your event is variable and will be notified to you at the time of booking. (ii). Guests - Individual Deposits - In addition to the organiser, guests and or additional group members are also given the option to pay a variable non-refundable deposit (eg £20 per person) to validate their own place on the event within 14 days of the initial event deposit. (iii). If the Client and/or guests opt to make payments via the Instalments method, all instalments payments are non-refundable and non-transferable regardless of circumstance. (iv). Guest Management - It is the organiser’s responsibility to ensure that guests are aware of their payment requirements. (v). Balance Payments - Please note balance payments for all guests / group members including the organiser are required a minimum of 42* days in advance of the first date of their event, and 84* days in advance of departure for a flight inclusive package. Failure to pay the outstanding balance will result in automatic cancellation of the guest’s place and their deposit is forfeited. (*Variations may apply and will be advised in writing at the time of booking.) (vi). Cancellations - Please note we reserve the right to cancel your event and retain your deposit if you fail to pay the full balance by the date notified to you at the time of booking. (vii). Group Size Implications - Please note that should the group not meet the minimum group size required to run the event then it may be treated as cancelled. (So make sure you reach minimum numbers or if you are struggling cancel at least 35 days in advance). (viii).
Late Bookings of flight inclusive package (84 days or less) - In the case of late bookings, ie within 12 weeks / 84 days of the check-in date of the event, full balance will be required for the whole event and no deposit arrangements will be applicable. (ix). Card Charges & Validation - No charges apply for debit cards, unless paying by instalments where a 50p charge will be applied per transaction. Credit cards carry a 2% charge. Validation of the card payments is only recognised when the money is cleared into our account. (x). Customer Service - If any of the above is unclear or you wish to discuss further please do not hesitate to contact us on 01225 474200.

17. Standard Special Offer Terms

In the absence of and unless otherwise stated the following terms automatically apply to all special offers - not valid with any other offer, one offer per group only, no cash alternative, full weekends only (min 2 nights, 1 activity), groups must remain above 12 guests, all offers subject to availability, offers cannot be applied retrospectively ie offers apply to future bookings only, offer applied post clearance of balance payment, standard terms apply. Groupia reserves the right to vary offer terms at any time.
Special offers & competition prizes exclude activities and packages within in the platinum section.

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