Terms and Conditions | Paultons Breaks

Holiday Extras Shortbreaks Limited, Booking Conditions for Paultons Short Break hotel packages:

We want to offer you the best products and the best service. We aim to consistently exceed your expectations so that when you are booking with us, you can feel confident you're with the best team there is. This section aims to bring important points to your attention.

These booking conditions form the basis of your contract with Holiday Extras Shortbreaks Limited. The web site address www.paultonsbreaks.co.uk is used by Holiday Extras Shortbreaks Limited for the promotion of hotels with Paultons Park entrance tickets. In these booking conditions "We", "us" and "our" means Holiday Extras Shortbreaks Limited. "You" and "your" means all persons named on the booking, including anyone added or substituted at a later date.

All Paultons Short Breaks are booked and payable through Holiday Extras. Once your hotel package for Paultons Short Breaks has been confirmed we will accept responsibility for it in accordance with the following Booking Conditions as an 'organiser' under the Package Travel and Linked Travel Arrangements Regulations 2018.

2nd Park Day FREE:

2nd Park Day FREE is only available when the park is open on both days of your stay; you will always be informed regarding your package at the time of booking. Your 2nd day free is available on a consecutive day to your first day in the Park which can be selected at the time of booking. Your 2nd Park day is free (where applicable), but hotel costs can change from time to time based on demand and seasonality.

Redeeming your voucher:

Your voucher can be redeemed over the phone, please call our Guest Experience Team on 0800 630 0103 and we will be glad to assist you.

If your new booking is more expensive than your voucher value you will need to pay any additional costs in full at the time of booking.

Your voucher can be used as part payment towards any break, accommodation and room type, subject to availability.

Vouchers issued on or before 15th August 2021:

Your voucher can be redeemed online for stays up to and including the 23rd of December 2022.

Your voucher can be used as part payment towards any break, accommodation and room type, subject to availability.

If your new booking is more expensive than your voucher value you will need to pay any additional costs in full at the time of booking.

Once you've made a booking, any remaining balance will stay on your voucher for you to redeem on a future booking before 30th June 2022.

All vouchers must be redeemed by 30th June 2022.

Vouchers issued on or after 16th August 2021:

Your voucher must be redeemed within 6 months of issue date and will be non-refundable. (Your stay date does not have to be within the 6 month period).

Any remaining balance left on the voucher will expire after 6 months of the voucher being issued.

If booked up to and including 16th May 2022, then our book with confidence guarantee information is applicable.

1. Making your booking: Making your booking: The party leader must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.

All bookings must be made online via the website on the above address or via our Guest Experience Centre, or through one of our authorised travel agents. At the end of the booking process, you are asked to confirm that you have read and agree with our Booking Conditions. Your booking will be confirmed by a booking reference, we will reconfirm this to you and provide you confirmation by email.

For all bookings, your email voucher will serve as proof of payment for both the hotel and Paultons Park. You will need to exchange this confirmation email at Paultons Park at the Group Admission Kiosk. Please take the confirmation email with you.

Please check your Booking Confirmation carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation appears to be incorrect or incomplete as it may not be possible to make changes later.

2. Payment: Full payment is required at the time of booking. All monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until we issue our confirmation invoice. After that point, your agent will hold the monies on our behalf.

Please note: Paultons Breaks and Peppa Pig World Breaks uses the merchant ID 'hex*paultonsbreaks--' or 'HXPAYMENTS', and this will appear on your bank account statement once you have made your booking and payment has been taken from your account.

For all bookings your email voucher will serve as proof of payment for both the hotel and Paultons Park.

Identity verification search: We will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

3. Your contract: A binding contract between us comes into existence when we, or our Guest Experience Consultant / your travel agent gives you your booking reference. We will try to solve any disagreements quickly and efficiently. We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland or the Republic of Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales or the Republic of Ireland. If proceedings are brought in Scotland or Northern Ireland or the Republic of Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland/ the Republic of Ireland as applicable (but if you do not so choose, English law will apply).

The cost of your break: Holiday Extras is committed to providing the highest standards and the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances prices may go up. The price of your chosen package will be confirmed at the time of booking.

We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.

A total price of your chosen break will be given before you confirm your booking which you may accept or not.

All prices are for pre-booking and include VAT at the current rate of [vat]%.

4. Changes by you: Changes by you: Should you wish to make any changes to your confirmed break, you must notify us as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. All amendments must be made through Holiday Extras.

Any alteration requested within 36 hours of the date of ticket entrance to Paultons Park or within 36 hours of the hotel stay will be treated as a cancellation by you and you will have to pay the cancellation charges set out in clause 5.

Amendments or changes to your booking, including lead name, personal details, ticket entry date, and companion ticket refunds can be changed or requested up to 36 hours before your arrival date.

Please note that the resale of any official Paultons short breaks is not permitted and may result in the refusal of park entry and cancellation of the overall break.

5. Cancellation by you: Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Holiday Extras and are subject to the conditions and charges (based on the total booking cost) below.

When Cancelled: Cancellation Charge (% of total booking amount)

If you choose not to add on the Cancellation Protection, the following cancellation charges will apply:

Cancellation on arrival date, or non-arrival date

100% of the total booking value

Cancellation within 36 hours-3 days before arrival

75% of the total booking value

Cancellation within 4-14 days before arrival date

50% of the total booking value

Cancellation more than 14 days before arrival date

25% of the total booking value

Cancellation on date of booking (before 8pm. Unless your stay date is within 36 hours then 100% cancellation fees apply)

0% of the total booking value

Some of the suppliers that provide the services that you can book through Paultons Breaks have their own terms and conditions. We will notify you of these in the more information section prior to you booking with Paultons Breaks.

Cancellation Protection: If you pay our non-refundable Cancellation Protection or have booked an offer that includes FREE Cancellation Protection, this will protect you if you need to cancel your booking. Provided you cancel your Paultons Breaks booking at least 36 hours before the day of travel, our normal cancellation charge of up to 75% of the total booking amount will not apply. Please note that if you cancel a booking within 36 hours of the day of travel or afterwards you will be charged the full cost of your booking including the cost of the Cancellation Protection (if applicable).

6. Changes and cancellation by us: Occasionally, we have to make changes to and correct errors on web sites/brochures and other details both before and after bookings have been confirmed and cancel confirmed bookings and we must reserve the right to do so.

Occasionally, we have to make a "significant change". "Significant changes" include the following changes when made before departure;
- a change of accommodation to that of a lower official classification or standard.
- a change of accommodation area.

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:
(a) accepting the changed arrangements or,
(b) purchasing an alternative PAULTONS BREAK from us, of a similar standard to that originally booked if available. If the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will not ask you to pay any more.
(c) cancelling or accepting the cancellation in which case you will receive a refund minus the cost of any Cancellation Protection.

Please note, the above options are not available where any change made is a minor one.
If we have to make a significant change or cancel, we will pay you compensation (up to a maximum of £20 per person) where appropriate, subject to the following exceptions:

Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care.
No compensation will be payable and the above options will not be available 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).

In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options and, where applicable, compensation. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.

7. Force Majeure: Except where otherwise expressly stated in these booking conditions, we regret we cannot accept 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 more fully described in clause 9 (1) below) as a result of "force majeure".

In these Booking Conditions, "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 may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

8. Our Liability to you: We promise to make sure that all parts of the break we have agreed to arrange, perform or provide as part of our contract with you are arranged, performed or provided with reasonable skill and care. This means that subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted break arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
- the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
- the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or
- 'force majeure' as defined in clause 8.

(3) Please note, 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 in our brochure and we have not agreed to arrange them.
(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract will be used as the basis for deciding whether the services in question had been properly provided.
(5) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.
(6) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 12 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

9. Complaints and problems: In the unlikely event that you experience a problem whilst on your Short Break and need to raise a complaint please follow the below steps:

When you’re on your Short Break: if a problem or complaint arises whilst you're on your Short Break, please inform the supplier of the service(s) in question. Any verbal notification must be put in writing and given to the supplier as soon as possible.
Please note: We will not accept responsibility for any matter that you are aware of and do not bring to the attention of the hotel or Park during your break, thereby giving them an opportunity to rectify the issue.
If you remain dissatisfied, you must write to our Guest Support Team by visiting our Help Centre within 28 days of the end of the break you have purchased from us giving your booking reference and full details of your complaint.
For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.

10. Your Responsibilities: Bookings are accepted on the understanding that all persons travelling are normally in good health and able to fulfill the physical demands of a theme park break. It is your responsibility to ensure all members of the party are in possession of all necessary travel and health documents before departure. British Citizens do not require a passport or visa for the Paultons Short Breaks Hotel Package we offer. Irish citizens require a full Irish passport to enter the UK. A full Irish passport takes at least 5 weeks to obtain. If you or any member of your party is not a British Citizen or passport holder and are travelling from outside the UK please check passport and visa requirements with the Embassy or Consulate of the UK and any other countries through which you are intending to travel. We cannot accept any liability or associated costs if you are refused entry onto any transport or into the UK as a result of failure to carry correct documentation.

11. Conditions of suppliers: Many of the services which make up your break are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 9 (3)). Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.

12. Special requests and medical problems: If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

If you or any member of your party has any medical problem or disability which may affect your break, please tell us before you confirm your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

13. Financial security: For hotel packages with Paultons Park entrance tickets, we operate a trust account. This arrangement means your money will be refunded in the unlikely event of our being unable to provide your break due to our insolvency.

14. Call Monitoring and Recording: As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.

15. Directions: Please make sure you have directions to your hotel and the hotel's telephone number. Paultons Park is well signed from the M27, basic directions are also provided on your email voucher. Directions should be used in conjunction with an up to date road map.

16. Overnight parking: Parking for the night of your stay at the hotel is included in the price as and where indicated, otherwise a parking charge is payable directly to the hotel. Parking is always at the vehicle owner's risk. Hotels own car parks are unsecured unless otherwise stated.

17. Holiday Extras star ratings: All hotel star ratings in Holiday Extras literature are Holiday Extras own ratings and are based on the following:
Any official rating awarded to the hotel, for example: AA Stars, RAC Stars and ETB Crowns will be considered, but they would not translate directly into the equivalent number of Holiday Extras stars.

If a hotel does not hold an official rating, we evaluate it on a similar basis to most official scheme operators.

In both of the above cases, when giving our rating we also consider:

Feedback we have received from our customers.

Feedback from our own regular visits to the hotels, both on business & as customers.

Standard rooms: All rooms offer a private bathroom with a shower and in some cases a bath (unless otherwise stated).

Breakfast: Is not included unless otherwise stated. Where included, please check the earliest time it is available.

Leisure facilities: May be charged for and admission restricted for children.

Alarm calls: As hotels do not take responsibility for alarm calls we suggest you take a travel alarm.

18. Pre-authorisation at hotel: Please be aware that most hotels will ask you for a credit or debit card against which they can pre-authorise an amount in respect of any extras or other expenses charged to the room. The amount pre-authorised is at the discretion of the hotel and varies widely. In the event that any charges are payable, you will be free to pay for these either with the pre-authorised card or by any other acceptable means.

19. Paultons Park Conditions:
Paultons Park does not warrant:

The availability and/or quantity of any particular ride(s), device(s) or attraction(s) upon any visit to Paultons Park.

That access shall be given to any particular ride(s), device(s) or attraction(s) upon any visit to Paultons Park.

Exemption from any height or other restriction which may apply from time to time.

The opening and closing times of Paultons Park vary from time to time.

Queues do occur at certain times and access times to ride(s), device(s) and attraction(s) may vary.

Admission can be refused at the Management's discretion due to weather, technical, operational or other reasons, attractions, rides or facilities may be closed, altered, removed or unavailable at any time without prior notice.

Some attractions and rides have limited opening at certain times of year.

Children under the age of 12 MUST be accompanied by an adult aged 18 or over at all times.

No dogs or pets are admitted except for fully registered assistance dogs in a harness (proof of registration may be requested).

Extra charge for Go Karts and some coin-operated and seasonal amusements.

Children's height will be measured at Admissions (shoes must be worn).

20. Ticket Terms and Conditions:
Children's height will be measured at Admissions. Please note that if on arrival at the Park your child is over 1 metre but has been booked as under 1 metre you will be subject to pay the gate rate (shoes must be worn).

If you have any further queries regarding your Paultons Break, please contact us:
Holiday Extras Shortbreaks Limited

Newingreen

Hythe

Kent

CT21 4JF
Alternatively please visit our Help Centre for more information.

Paultons Breaks Terms and Conditions

Holiday Extras Shortbreaks Limited, Booking Conditions for Paultons Short Break hotel packages: