Please note that all bookings taken for breaks commencing between 9 December and 31 December and other major public and bank holiday periods are subject to a maximum group size of eight. Members of the same family and/or friends who are previously known to each other, or travelling together, or reside at the same address, will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made. If you or your guests fail to provide this information, we reserve the right to terminate the contract without recompense. Groups of nine or more persons should speak to our advisers on 0330 102 5296 and provide the full names and addresses of all party members, who will then contact the relevant director for approval. Butlin's reserves the right to terminate the contract of any guests found to be in breach of this requirement without notice, and would require the guests to leave the resort without refund of monies paid.

Please refer to Identification requirements and data protection section for more information.

Tots breaks:

• Our Tots breaks have been exclusively designed for our younger guests under the age of 5 years old. To ensure that the best possible experience can be had, we will not accept any booking for any party size or related group that does not have an under 5 on the booking.
• A contract will come into existence between you and Butlin's when:
• We tell you on the telephone, or online over the internet, that your booking is confirmed.
• We accept your deposit payment and issue written confirmation of your booking.

The contract binds you and all members of your party. The contract lasts until you and your party leave the resort. It is your responsibility to ensure that all members of your party accept the terms and conditions of reservation and the provisions contained in ‘Terms & Conditions’. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract and loss of the booking. You remain the lead guest and contact point for the booking; you must attend the break booked.

By submitting a booking, you are confirming that no member of your party has a criminal record, has entry on a criminal register or any record of any order indicating antisocial behaviour, violence, abuse, public disorder or criminal damage or any other form of anti-social behaviour If this term is breached Butlin's reserve the right, in its absolute discretion to cancel your group booking.

All part of the price:

Within our digital guide, Travel agent brochure and web site, reference to items as ‘all part of the price’ means they are included within the cost of the break.

Your reservation confirmed:

Your booking will only be confirmed once the deposit has been paid. When you receive your confirmation of booking, please telephone our Customer Care team on 0330 100 6656 or see your Travel Agent if any of the details contained in it are incorrect. With this confirmation will be statements of cover for your optional insurance (if purchased), and any other relevant information.

Late bookings:

For any Family breaks booked within 56 days prior to the holiday start date, full payment is required. For Arena breaks full payment is required 84 days prior to the holiday start date.

If the break is booked within 21 days prior to the start date, payment will need to be made by credit or debit card over the phone or at Butlin's.com and the card must be presented, along with a form of photo identification before room cards can be issued.

Group bookings:

Members of the same family and/or friends who are previously known to each other, or travelling together, or reside at the same address, will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made.

Butlin's is committed to ensuring a safe and secure environment for all its guests. The lead booker for any group booking will be required to agree to and sign a code of conduct on the behalf of the group and to provide credit card details, as security, in the event of any damage caused as a condition of entry.

Tesco voucher bookings:

Tesco Club card vouchers can be used to pay for all or part of your break (excluding dining and additional extras) at our best available rates. Breaks can only be booked by calling our team on 0330-1009327 and you must have ordered and received your tokens before booking. You must specify the amount of vouchers you intend to pay with at the time of booking. Vouchers can be used on new bookings only and if you cancel your break no refunds will be given for the vouchers. For full terms and condition please visit Butlin's.com/Tesco

Children on the booking:

Children remain the responsibility of parents or guardians at all times. Children aged eight years and under may not be left alone without full adult supervision. Services/facilities for children over five years old are not childcare facilities. Whilst every care is taken, Butlin's will not accept bookings for parties with more than six children under 15 years old per adult. At least one adult must occupy each unit of accommodation.

Pets:

Pets are not permitted in the main Butlin's resort. Assistance dogs are accepted by prior agreement. Caravan Owners who wish to bring their pet dog or cat should contact their chosen resort of Skegness or Minehead to make arrangements. Dogs and cats are restricted to the Caravan Owners section and are not allowed in the main Butlin's resort. Ask your resort which dog breeds are not permitted. Butlin's reserves the right to refuse any animal considered dangerous.

If you haven’t taken out Butlin’s Holiday Protection, we’re unable to issue a refund.

If you've taken out Holiday Protection (bookings made after 1st December 2018) or insurance (bookings made before 1st December 2018) please see details below.

Re-sale of a Butlin's break:

You are not allowed to re-sell our breaks. If you would like to enquire about becoming an agent for Butlin's, please ring our Customer Care department and ask for our Agency Sales Team. This will allow us to comply with the Tour Operators’ Margin Scheme under which we account for our VAT.

Re-sale of a Butlin's wristband:

You are not allowed to re-sell our wristbands. Anyone found to be offering the Re-sale of wristbands prior or during the break will lead to the booking being cancelled for both the individual involved and anyone associated to the booking, if identified whilst on resort you will be asked to leave, without a refund for any time missed on resort.

If you need to amend your booking:

If you wish to add more guests to a booking, or notify us of a change of a name on the booking, you will not be charged an administration fee, although additional costs for additional guests may apply dependant on the break type and size of the accommodation. Other changes to your booking will incur an administration fee of £20. Any change to the lead guest’s details is treated as a cancellation and subject to cancellation charges as outlined below. Part cancellations are subject to our normal cancellation charges (see ‘If you cancel your booking’). If you have Holiday Insurance (breaks booked before Dec 1st 2018) or Holiday Protection (breaks booked after Dec 1st 2018), you may be able to reclaim the charges.

If you need to make an amendment to a booking please call our Customer Care team on 0330 100 6665.

Date changes and resort transfers:

If you wish to change the date of your holiday or request a change of resort, you will be charged an amendment fee of £20, subject to availability. You will also incur additional charges if the cost of your holiday rises. The new break price will be based on the price the break would have been at the original time of booking. It should be noted that we cannot change dates from one calendar year to the next. If you wish to change your booking, please contact the Customer Care team on 0330 100 6665 Requests must be made in writing or by telephone by the lead name on the booking or their Travel Agent only. Date changes are not allowed for bookings where the holiday starts in less than 21 days. Changes made within 56 days of the start of a family break are treated as a cancellation and subject to cancellation charges (see ‘If you cancel your booking’).

If you cancel your booking:

It may be necessary to cancel your break due to illness, accident or change of circumstances. As soon as you know that you need to cancel, call the Customer Care team on 0330 100 6665 (calls charged at standard national rate) or see your Travel Agent.

Cancellation charges are calculated based on the start date of your break; in the event of this being amended, charges will apply to the earliest date whether this is the original or amended start date. Deposit payments are non-refundable and non-transferable in all circumstances. Any refunds due can only be made by the original payment method. Any refunds given in respect to payments made by credit/debit card will be repaid to the same card. Payments made with vouchers or credit notes will not be refunded.

If we change or cancel your booking

We aim to provide all the services, facilities and entertainment as described on our website. Should it be necessary for us to make a major change to your booking, or, in exceptional circumstances, to cancel your booking, we will advise you or your Travel Agent as soon as possible and provide the following options:

• A replacement break comparable to the one booked
• A replacement break together with the difference in price between the replacement holiday and the holiday booked
• A full refund

In addition to the above and provided it does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss.

Minor alterations:

Alterations such as the withdrawal of certain amenities, facilities, activities and entertainment, may be made by Butlin's for reasons beyond our control.

Limitations of liability

Butlin's accepts responsibility for those arrangements that are within its control but cannot accept liability for any injury, loss or damage suffered by you or any member of your party unless one of the following applies:

There was wilful default by us, our employees or agents, or

Death or personal injury was caused by the negligence of Butlin's, our employees or agents. For all claims other than death or personal injury which result from the non-performance or improper performance of our contract, we will pay reasonable compensation in all circumstances. Please notify any shortcomings or complaints to the Guest Services team at your resort immediately so that they can be remedied. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate.

Butlin's Holiday Protection

Applicable for guests who booked a break with Holiday Protection after 1st December 2018

What we offer:
When you're looking forward to a holiday, it can be disappointing to have to cancel because something has happened. That's why we offer Butlin's Holiday Protection. Knowing that your holiday booking is financially protected should you fall ill or lose your job is reassuring, and Butlin's Holiday Protection allows cancellation in the event that any members of your party are unable to travel due to redundancy, sickness, jury service or death. Butlin's Holiday Protection is only available when you book.
Protection for your break costs £19 for 1-4 nights, £24 for 5-10 nights and £40 for 11 nights or more.

Refunds:
If we refund you in line with the terms above, we'll return your money in the same way you made your original payment – back to the same payment card, for example. If you've used coupons or vouchers to pay for your holiday, we may be able to transfer them to another holiday with us. Unfortunately, we can't refund coupons or vouchers.

How to claim:

• Call us on 0330 100 6659 as soon as you can
• Send written proof of why you need to cancel, such as a doctor's certificate or court notification, by recorded delivery to Bourne Leisure Limited, 1 Park Lane, Hemel Hempstead, Hertfordshire, HP2 4YL, at least 48 hours before the start of your holiday
• We'll write to you to tell you whether we're able to give you some money back – and the amount
• We'll pay your refund to the card you used or send you a cheque

Changing or cancelling your plans:
We know that people's needs change – and we want to give you the best holiday we can. So if you decide to change your booking, we'll try our best to meet your needs. Unfortunately, what you want may cost more or may not be available. There's also a £20 admin fee for all changes.

Please bear in mind that changing your resort or your dates within 56 days before your holiday starts may count as a cancellation. We will always try to accommodate changes to your resort or holiday dates. But if this isn't possible and you don't want to keep to your original booking, this will count as a cancellation.

We always hope that you don't need to cancel your holiday booking. If you do, please call our team on 0330 100 6665 as soon as you know so that we can offer you alternative options.

If you have our Butlin's Holiday Protection and you are cancelling for sickness, redundancy, jury service or bereavement:
Two days (48 hours) or more - Full refund minus a cancellation charge of £50 per accommodation unit
Two days (47 hours, 59 minutes) or less - 30% refund of your total holiday cost

If you have Butlin's Holiday Protection and you are cancelling for any other reason:
56 days or more - Full refund minus a cancellation charge of £50 per accommodation unit and cost of Butlin's Holiday Protection
55-43 days - 70% refund minus a cancellation charge of £50 per accommodation unit and cost of Butlin's Holiday Protection
42-29 days - 50% refund minus a cancellation charge of £50 per accommodation unit and cost of Butlin's Holiday Protection
28-8 days - 10% refund minus a cancellation charge of £50 per accommodation unit and cost of Butlin's Holiday Protection
7 days or less - no refund

If we have to change your holiday:
We do everything we can to provide the great holidays we advertise in our brochure and on our website. But very occasionally we find we can no longer offer the holiday people have booked. If this happens to you, we'll get in touch and offer you one of three options:
1. A replacement holiday that's the same or even better than the one you booked
2. A replacement holiday that's less expensive than the one you booked (together with the price difference)
3. A full refund

Insurance

Applicable for guests who booked a break with insurance before 1st December 2018

Butlin's is a trading name of Bourne Leisure Limited who are authorised and regulated by the Financial Conduct Authority in respect of all insurance matters. If you wish to select an optional insurance policy through Butlin's, payment for our optional insurance policy must accompany your deposit payment on confirmation of booking, a 14 day cooling off period will apply to all purchases of our optional insurance policy via the telephone or online.

Please refer to the policy wording for full terms and conditions.

Please treat your accommodation with care and respect; it will be inspected at the end of your break by our housekeeping team. You will be held responsible for any damage caused during your stay. Damage to your accommodation may also result in the termination of the break with no compensation.

On departure, please leave your accommodation in a clean and tidy condition. Check your accommodation carefully prior to departure, as we do not accept liability for items left behind.

Pre-authorised deposit on arrival

We reserve the right to charge you during or after your stay for any loss or damage to our property. For party sizes of 10 or more, we may request a pre authorisation for payment upon your arrival at resort prior to check in for £100 per booking, this will be made via your debit or credit card. Your card will not be debited unless damages to your accommodation or that of our property are caused. The authorisation from your bank will last for up to 7 days and will impact the availability or access to the amount of funds authorised by your Bank or Building Society.

We reserve the right to enter accommodation at any time and for any reason, to ensure the safety and wellbeing of all of our guests.

Butlin's reserves the right to require that any guest be interviewed by us, on Butlin's premises, to enable us to look into instances of damage or nuisance to Butlin's property or guests. Any person who refuses an interview, without a reasonable excuse, will be treated as having terminated their contract. They and their party will then be asked to leave the resort immediately and refunds will not be given. We reserve the right of entry to our resorts, and the right to refuse entry to our resorts without notice.