Policy, terms and conditions

Go Provence Supported Holidays Terms and Conditions 2018


In the text hereafter, the term ‘client’ means the person taking the holiday or the person or organisation that undertakes to make the booking on their behalf and is thereby deemed to be their representative.


The person signing the booking form is held contractually liable for the booking. The booking of a holiday and completion of the booking form implies acceptance of these conditions:


The Client must complete a questionnaire in full and return it with a deposit of £800 of the full cost of the holiday on confirmation of reservation.


Full payment of the balance is due 60 days prior to the holiday commencement. Failure to pay may result in your holiday being cancelled without a refund. For holidays booked less than 60 before holiday departure date, please contact Ian at Go Provence for details on how to pay.


For all foreign holidays, comprehensive travel insurance is essential in addition to the recommended EHIC European Health Insurance Card.


Most holidays require a minimum number of people to make them viable. Should we fail to achieve the minimum numbers required for the client’s holiday, or any event in our opinion renders the holiday unsafe, we reserve the right either to return the client’s monies without further compensation, or offer the client an alternative holiday. We would normally try to give the client a month’s notice in such an event


The Client’s holiday package is inclusive of support and supervision, providing always that we are informed of the true nature of the client’s support requirements and given a reasonable amount of information regarding their needs, which must include any details of behavioural disorders, and any behaviour which might prove unacceptable to members of the public. Failure to disclose information that requires additional care needs may result in the termination of your holiday with no entitlement to a refund and the client will be charged for their journey home. On receipt of the booking form, we will review each client’s needs and we may levy an extra charge if we deem it necessary. It is imperative that the booking form is completed fully as this constitutes the care plan for each client.


The package includes full board, which will, on most days, include a picnic or sandwich meal.


Accommodation will normally be in a shared room (usually 2 or 3 to a room)

Holidays begin at the venue, or at an airport, port or train station as notified. It is the client’s responsibility to ensure that they are at the departure point or venue in plenty of time, and although we would always endeavour to wait as long as we can for those who arrive late, we cannot be held responsible if we have to begin the holiday without the client due to their late arrival.

In the event of clients travelling from their homes unsupported and they arrive late at the airport, missing the group rendezvous point and time It is possible that clients can be supported by airport staff/cabin crew to either:

  • Meet up with the rest of the group in departure lounge or on the plane.
  • Or if they have missed the flight due to lateness, they can be supported to take the next flight to the destination where they will be met by a Go Provence member of Staff at the destination airport.
  • Or, arrangements must be put in place for holiday maker to be supported onto a coach or train, or into a taxi to travel back to the holiday maker’s home.


Please ensure that if clients are travelling to the airport unsupported that a plan is in place in case they miss the group meeting time.  This must be shared with Go Provence Supported Holidays.


For the return journey, it is also the client’s responsibility to ensure that they are met on time at the venue or arrivals point (airport, port or train station) as staff will then need to leave to attend to the new group of clients waiting for them.


Not included in the package are, personal items of expenditure such as cards, gifts, confectionary, etc., transport to and from home to the meeting point or venue, medical expenses, postage, telephone calls, anything not specifically included and notified to the client in writing as part of the package are excluded and for which cost the client is personally liable. The client must ensure that they have sufficient monies to meet these needs. We also do not include in our costs personal travel insurance, or cancellation insurance or taxes as may be levied by governments (excepting airport tax notified to us at the time of booking the flights) or tips.


We will endeavour to send details of travel times, meeting points, clothes lists and other information in good time for the client’s holiday, however, we must advise the client that flight times, etc. can change at short notice and are outside of our control. In this event we would make every effort reasonable to contact the client and advise the client of the change.


The client is responsible for ensuring that they have a valid passport.


If requested we will arrange for the safe keeping of such items and some amounts of currency provided it is understood that we will not be held liable for their loss or damage and that these items are insured.


Luggage space is often limited, so we request that clients only bring one item of hold luggage, usually up to 20kg, with them, and 1 small hand luggage. Wheelchairs and personal aids, or large items of luggage must be advised to us in writing, before the commencement of the holiday.


Any insulin pens, epileptic VNS magnets, pacemakers, prosthetic limbs must be declared for flight purposes and airport security.


If a client wishes to stay a further week with us on holiday, arrangement can be made, after consultation with their support network and subject to availability.


If you are sharing a room it will be with someone of the same sex.


Smoking is not allowed in any vehicle or accommodation. Smoking is permitted in the garden of the accommodation.


All clients will have the opportunity to have their clothes washed by staff during their holiday.


We reserve the right to use photographs and videos of clients during their holiday for the purposes of publicity.


We sometimes have a dog present during the holiday.


We conduct a full health and safety talk at the beginning of each holiday.


We reserve the right to refuse to serving alcohol to clients or refuse to have them served alcohol when outside of the Go Provence accommodation.


These terms and conditions apply to all clients and support workers who book holidays with Go Provence Supported Holidays Ltd.