Terms & Conditions

The following document, together with all information relating to your chosen holiday contained in our literature, form the basis of your contract with Contours Walking Holidays Ltd trading as Contours Walking Holidays. Please read them carefully as they set out our respective rights and obligations.

Contours Walking Holidays LTD is a registered company in England & Wales, our registration number is 04661126, with registered office Contours Walking Holidays, Unit 11, Via Gellia Mill, Via Gellia Road, Bonsall, Matlock, DE4 2AJ, United Kingdom.

We are registered with the Information Commissioner's Office in accordance with the Data Protection Act, our reference is A8271437, our data protection officer is Karen Simons (info@contours.co.uk).

1 Booking and payment

Please complete the online booking process via www.contours.co.uk. You can also book by telephone by calling + 44 (0) 1629 821900 (our office is open from Monday to Saturday 9:00 AM to 5:30 PM GMT). Alternatively, fill out a downloadable booking form and either email it to us at info@contours.co.uk or post it to Contours Walking Holidays, Unit 11, Via Gellia Mill, Via Gellia Road, Bonsall, Matlock, DE4 2AJ, United Kingdom with a deposit of £90 per person per holiday, or full payment if the booking is being made within six weeks of commencement of the holiday. Payments may be made by credit or debit card, cheque (made payable to 'Contours Walking Holidays') or BACs bank transfer.

Payments may be made by credit card (Mastercard, Visa or Amex), debit card (Maestro/Switch, Visa or JCB) or cheque (made payable to 'Contours Walking Holidays').

On receipt of your booking form and deposit, we will send you an acknowledgement of your booking and an invoice for the balance. The balance must reach us at least six weeks before the start of your holiday. The date on which the final balance of your holiday is due is shown on the invoice. If the balance is not paid in time we reserve the right to cancel your holiday, retain your deposit and apply a late payment fee of £40 per person to cover the extra administrative costs of rebooking your tour. Late Payment will also delay your tour pack.

Your tour pack will be sent to you approximately four weeks before the start of your holiday

2 If you change your booking

If you wish to make any changes to your booking prior to the due date for final payment, we will do our utmost to help, subject to an administrative charge of £40 per person. Alterations after this date will be treated as a cancellation of the original holiday and a new booking for a different holiday, and the charges set out in paragraph 3 will apply. Any alterations you wish to make to your booking must be notified to us in writing and be signed by the person who signed the booking form.

3 If you cancel your booking

Should you or any member of your party be forced to cancel your booking, you must do so in writing and this email/letter must be submitted by the person who submitted the booking form. The cancellation will take effect from the date that such written notice is received in this office. For a cancellation received more than 42 days before the start date of the holiday the deposit will be forfeit, whilst any other payment towards the cost of the holiday will be refunded. For later cancellations the deposit will be forfeit but any payment towards the holiday will be refunded less the following charges:

41 – 29 days before the start:                    50% of the total cost of the holiday
28 – 15 days before the start:                    75% of the total cost of the holiday

No refund can be given for a cancellation 14 or less days before the start of a holiday or whilst the holiday is in progress.

In addition to the above charges, it may be necessary to add single room supplements to other members of a party where member(s) of that party cancel, and reduce the group discount.

These cancellation fees are implemented in all cases, so we recommend that you are fully covered by a comprehensive travel insurance policy.

4 Groups

We offer discounts for groups of three or more walkers booking a holiday together. Details are available from this office. Group discounts do not apply to travel agent bookings or in conjunction with any special offers.

When making a group booking, the booking form must be signed by the person first named on the booking form (the group leader), accepting on behalf of all your party these booking conditions. The confirmation invoice and holiday pack for the group will be sent to the group leader. Any questions concerning the holiday from members of the group must be sent to us by the group leader only.

5 Website accuracy

The information given on our website and any other publications from Contours Walking Holidays, has been carefully checked and we believe that it is correct at the time of publication. We reserve the right to make changes and where they occur, they will be advised to you before the booking contract is concluded. The prices shown include VAT. Should VAT rise above 20% the prices shown may alter. If there are any changes to the published prices, these will be confirmed at the time of booking.

6 Changes or cancellation by us

Very occasionally we have to make changes to a holiday after a booking has been confirmed or cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations we must reserve the right to do so. If we have to cancel your holiday or make a significant change before departure (such as a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away or a change to the date of departure) we will tell you as soon as possible and you will have the choice of:

  • accepting the changed arrangements or
  • taking an alternative holiday (and where this is of a lower price we will refund the difference, but where the price is higher we may ask you to pay the difference) or
  • cancelling or accepting the cancellation and receiving a full refund of all monies paid.

Please note that the above options are not available where any change is a minor one (i.e. any change not included above). Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we have to cancel as a result of unusual and unforeseeable circumstances beyond our control or force majeure.

We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. No compensation will be payable 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.

7 Force majeure

We regret we cannot accept any 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 a result of force majeure. 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 include war or threat of war, riots, civil strife, terrorist activities, industrial disputes, fire, natural or nuclear disasters, adverse weather conditions and all similar events outside our control.

8 Our responsibility

We will accept responsibility if any death, personal injury, failure or deficiency of your holiday arrangements is caused by negligence or omissions by us, or our agents or suppliers. We will not be responsible for any injury, illness, death, loss, damage, expense, cost or other sum or claim of any description whatsoever which results from the fault of the person(s) affected or any member(s) of their party or results from an event or circumstance which we or the supplier of the service(s) in question could not have predicted or avoided even after taking all reasonable care. 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 on our website and we have not agreed to arrange them. The maximum liability for any damages other than for personal injury or illness will be limited to the price paid for the holiday.

9 Your responsibilities

It is your responsibility to ensure that you are physically fit, adequately experienced, suitably equipped for your holiday and aware of the risks involved in a walking holiday. Although Contours Walking Holidays will ensure the holiday is as safe as possible you must accept that the sole responsibility for your personal safety remains with you. In the interests of safety you must undertake to follow the advice in the guidebook or route notes provided, as well as that provided by anybody on our behalf, heed any warning or advisory notices encountered on your walk, follow the Country Code and act sensibly and prudently at all times.

10 Luggage Transfers

Contours Walking Holidays does not accept any liability for damage or loss to any item of luggage or its contents during transportation. It is your responsibility to ensure that your bags are safely packed and contain no valuable and/or fragile items such as laptops, tablets, cameras, mobile phones or glass. Your luggage and its contents must be protected by a suitable insurance policy.

Each bag being transported must not weigh more than 17kg (37 lbs). There must be no items attached to the outside of the bag. Our agents who move the luggage reserve the right to refuse overweight bags. Contours Walking Holidays does not accept any liability or costs or inconvenience that this refusal may incur.

For more information and advice about luggage transfers, click here.

11 Complaints and problems

In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must contact our office immediately and we will do our best to resolve the problem straight away. Should it not be possible to resolve your complaint immediately, you should write to us, giving full details, within 14 days of the holiday’s conclusion. Complaints received after this date can be very difficult to investigate.

12 Privacy

We treat your data with care and keep it as secure as is reasonably possible. We’ll never sell your personal details to another organisation, and we’ll always ask your consent before sending marketing emails. For further details see our privacy policy.

13 Jurisdiction

All matters arising from your contract with us are governed by English Law and are subject to the jurisdiction of the courts of England and Wales.

14 Travel Insurance

You should protect yourself, your equipment and luggage with a suitable holiday insurance policy. This insurance should also be arranged to cover non-returnable costs should you have to cancel your trip due to unexpected personal circumstances.

15 Consumer protection

In accordance with "The Package Travel, Package Holidays and Package Tours Regulations 1992" all passengers booking with Contours Walking Holidays Ltd are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Contours Walking Holidays Ltd.

Consumer aware: Your booking is insured by IPP Ltd and its panel of insurers. - This insurance is only valid for passengers who book and pay directly with/to Contours Walking Holidays Ltd. If you have booked and/or paid direct to a Travel Agent for a holiday with Contours Walking Holidays Ltd please request proof of how the booking is secured as this will not be covered by IPP Ltd in this instance.

This Insurance has been arranged by International Passenger Protection Limited and underwritten by Certain underwriters at Lloyd's. For further information please go to www.ipplondon.co.uk

16 Storing your data

We store and process your data based on the contract formed when you make your booking, and in line with the General Data Protection Rules (2018).

We securely process and store data in order to enable us to process your booking, fulfill the services we offer, send you your holiday details, and help us to contact you urgently if there are any problems. We also use your details to enable website functionality including bookings history, members area logins and to calculate loyalty discounts.

We retain your data only as long as is necessary to provide the aforementioned service and functionality. We will remove or redact personal data under the following circumstances…

  • You request erasure of your data, as is your right, by contacting our Data Protection Officer, Karen Simons (info@contours.co.uk).
  • The customer is deceased.
  • The customer hasn’t made a booking in the past 7 years.

16 About this document

This document was last updated 21st May 2018. We reserve the right to update this document without notice.