BOOKING CONDITIONS
Applicable to all bookings made from 27th May 2025 onwards.

Key points: You enter into a booking with us when we issue our Booking Confirmation. If you then cancel, there will be cancellation charges. Initially this may only be a deposit, but can go up to 100%. You can make changes to your booking in certain circumstances. We make a charge for this. We can change and cancel your booking. We are responsible to you for providing your holiday but there are legal limits. We are a member of ABTA and we provide protection for your money as set out in clause 2 below. Adequate and valid travel insurance is compulsory for all our travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed. Please read the full terms below for more information and for other important rights and obligations.

1. Our details

Your booking is with Exodus Travels Ltd (trading as Headwater Holidays), with registered number 1150160 and registered address at Platinum House, St Mark's Hill, Surbiton, KT6 4BH ("we", "us", the "Company" or "our").

2. Protecting your money

1. The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all rights applying to packages. We will be responsible for the proper performance of all the travel services included in the package. We provide full financial protection for our package holidays.
2. For flight-based holidays this is through our Air Travel Organiser's Licence number 2582 issued by the CAA of 45-59 Kingsway London WC2B 6TE (www.caa.co.uk). When you buy an ATOL protected flight or flight inclusive holiday from us 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. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren't 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 beyond the amounts specified in your Booking Confirmation (as defined in clause 3(a))). 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 the contract for your booking 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).
3. If we 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.
4. The price of any flight-inclusive holiday includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.
5. When you buy a package holiday that doesn't include a flight, protection is provided by way of a bond held by ABTA - The Travel Association 30 Park Street London SE1 9EQ. See www.abta.co.uk for further information.

3. Your holiday booking

1. A booking will exist as soon as we issue our booking confirmation (the "Booking Confirmation"). Your booking is made on the terms of these booking conditions. The person making the booking (the "Lead Name") must be 18 years old or over and when the Lead Name makes a booking they guarantee that they have the authority to accept and do accept on behalf of all passengers in your party the terms of these booking conditions. We may transfer your booking to another company in our group, but this will have no effect on your holiday arrangements.
2. Whether you book alone or as a group, we will only deal with the Lead Name in all subsequent correspondence, including changes, amendments and cancellations. The Lead Name is responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes and the Booking Confirmation (including, as applicable, any updated or amending copies of the Booking Confirmation).
3. When you receive the Booking Confirmation and your travel documents (however received) please check the details carefully and inform us immediately if anything is incorrect. Names on travel documents must exactly match those in your passports. Unless we are responsible for the mistake, we will not accept liability if an airline or other supplier refuses boarding, or your participation in any activities, because the name(s) shown in your passport differ from those on your ticket. If there is an obvious error on the Booking Confirmation, we reserve the right to correct it as soon as we become aware of it, but will do this within 7 days of issuing the Booking Confirmation or, if your departure is within 7 days, no later than 24 hours before you travel. Travel documents will be sent, emailed or uploaded to the Lead Name on the booking (to the Headwater app or the address given to us by the Lead Name at the time of booking) approximately 2-3 weeks before your departure, and will not be issued unless payment of the due balance has been received by us in full. It is the responsibility of the Lead Name to ensure that all travel documents are provided to all other passengers in the booking. The Company will not accept liability for any failure of the Lead Name to provide any travel documents and/or access to the Headwater app to any other passengers named in the booking.
4. We may not be able to confirm some of our ground arrangements straight away (e.g. bespoke accommodation, tours etc.). In these instances we may still issue you with a Booking Confirmation. However, a contract for arrangements that have not been confirmed on that Booking Confirmation will only be made when we have sent you written confirmation that those additional arrangements have been completed. If there is any change to any of the details discussed at the time of booking, before the Booking Confirmation is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any). If any detail on the Booking Confirmation is not correct you must tell us or your travel agent immediately.
5. For those holidays where an additional local payment is required this will be confirmed to you and specified on your Booking Confirmation. Note that all local payments remain your responsibility and are not included within the price of your holiday. Tourist taxes, resort fees or similar that are charged locally may be implemented or changed without prior warning. We do not accept responsibility for these costs, which must be paid by you and are not included within your holiday price.
6. All passengers are expected to satisfy themselves prior to booking with section 9 (Our Liability to You) and section 10 (Adventure Travel Warning), which covers the activities which you may participate in during your holiday ("Activity" or "Activities") which includes, but is not limited to, walking, cycling, canoeing and cross-country skiing.
7. It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Passenger Name Records (PNR) or Advanced Passenger Information, sometimes known as APIS. For the United Kingdom, it may be referred to as 'E-Borders'. The information you must provide will include, but shall not be limited to, full name - as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night's stay. You must provide this information to the airline between 6 months and 24 hours before departure.
8. All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. In the unlikely event of an administrative error leading to an incorrect price being displayed, we reserve the right to correct it (including after a booking has been confirmed). Offers are not combinable unless expressly stated and may be withdrawn at any time. All quotations are provisional until confirmed in writing on your Booking Confirmation. Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any supplements, upgrades or additional facilities which you have requested.
9. The price of your holiday will include Air Passenger Duty (APD) for an economy seat. If you upgrade to a premium cabin this will be included in the upgrade cost.
10. When the price per person is dependent on the number of people in the accommodation and/or participating in the holiday, and the number of people changes, the price will be recalculated based on the new party size. Any increase in price payable is not a cancellation charge.
11. No unaccompanied minors (those under 18 years of age) can be accepted however (a) minors aged between 3 - 17 years may accompany their parents or legal guardians on certain non-polar holidays provided this is agreed to by the Company at the time of booking. Minors between the ages of 8 and 17 (inclusive) may participate in holidays designated as "Polar holidays" provided they are accompanied by their parents or a legal guardian.
12. In some cases, the Company may require particular customers to purchase a single and/or solo supplement in order to travel. If this applies, you will be advised accordingly during the booking process.

4. Paying for Your Holiday and Insurance

1. When you make your booking for a holiday which is not a "Polar holiday" you must pay a deposit of at least 25% per person of your selected travel arrangements (minimum £400 per person or equivalent). However, certain bookings, which are bespoke or tailored to customers' individual needs may involve different payment terms. Those payment terms shall be notified to you when you are provided with your initial quotation and shall be specified on your Booking Confirmation. For any holiday which is a "Polar holiday" you must pay a deposit of at least 25% per person of your selected travel arrangements. If the deposit amount for a "Polar holiday" is less than £1,000 per person that is travelling on the booking then you will be required to pay a minimum payment of £1,000 per person that is travelling on the booking.
2. The balance of the price of your travel arrangements must be paid at least 90 days (150 days for "Polar holidays") before the departure date specified on your Booking Confirmation (unless separate payment terms are specified on your Booking Confirmation). In certain cases we may request full payment more than 90 days (or 150 days for "Polar holidays") before departure where, for example, airlines require full payment on booking. If the deposit and/or balance is not paid in time, we reserve the right to cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
3. You may be required to pay for any non-transferable and non-refundable items such as, without limitation, National Park entrance fees and permits, and in some cases for accommodation and services at peak times of travel or where accommodation and spaces are limited. You will be advised of all such charges due at the time of booking and before your booking is confirmed. You may also be required to pay for any non-transferable and non-refundable items, such as special air fares, tickets or entry permits and any other applicable supplements due, at the time of booking and they may be non-refundable in the event of cancellation.
4. Please note that we do not accept payment by Amex.
5. Adequate and valid travel insurance for your chosen itinerary is compulsory for all travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed. You are strongly advised to insure yourself against any possible risk that may occur and in particular to ensure that you have sufficient insurance in respect of dependent relatives and force majeure events. You are required to carry proof of insurance with you during your holiday.
6. You are responsible for ensuring that you are in possession of travel insurance for the entire duration of the holiday in respect of at least medical expenses, injury, death, repatriation, cancellation and curtailment, with cover/benefits equal to/greater than the insurance we recommend. If you make your own insurance arrangements you must ensure that there are no exclusion clauses which limit cover for the type of activities included, or the altitudes attained, in your holiday. We will not be responsible for costs you may incur as a result of not having valid or adequate travel insurance. It is the responsibility of all our customers to declare any material facts including known medical conditions to their insurers, as failure to do so may result in a claim being reduced or declined.
7. We strongly recommend that you make no travel arrangements to your point of departure, make any connecting travel that is non-refundable or non-changeable or incurs penalties or otherwise incur any costs in respect of visas or vaccinations until such time as your travel itinerary has been confirmed as explained to you at the time of booking. If you make such arrangements which you are then unable to use due to a change in your itinerary we shall not be liable to you for the cost of those arrangements.

5. If You Cancel Your Holiday

1. You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the Lead Name or your travel agent must be received at our offices or received by email at the following address admin@headwater.com. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows:

Period before a departure when notice of cancellation is received	Percentage of total booking price   payable on cancellation
More than (and including) 91 days before departure	Loss of deposit and non-refundable costs such as (for example) flights and other elements of the holiday which the Company notifies you are non-refundable at the time of booking.
Between 90 and 46 days before departure (inclusive)	50% of the total holiday cost or the total non-refundable costs incurred by the Company (whichever is higher)
Between 45 and 31 days before departure (inclusive)	75% of the total holiday cost or the total non-refundable costs incurred by the Company (whichever is higher)
30 days or less before departure (or failure to join the holiday after departure)	100% of holiday cost



2. Certain trips may involve different cancellation charges. You shall be notified of this at the time of booking.
3. Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. As stated, certain travel arrangements are non-refundable and are subject to higher cancellation charges and could incur a cancellation charge of up to 100% of that part of the arrangements from the moment the booking is confirmed.
4. You can cancel your booking without paying cancellation charges if the performance of your package is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe and act in accordance with advice provided by the UK Foreign & Commonwealth & Development Office (FCDO).
5. For the purposes of these booking conditions "unavoidable and extraordinary circumstances" are events that neither we nor the suppliers of any service(s) in question could, even with all due care, foresee or avoid and include, without limitation; war (whether actual or threatened), civil unrest, riot, strife, terrorist activity and/or its consequences or the threat of such activity, infectious disease, epidemics and pandemics and government measures to combat such outbreaks, riot, the act of any government or other national or local authority or the act of any airport, port or river authorities, unforeseeable technical problems with transport, airport, port or airspace closure restriction or congestion; flight or other travel restrictions imposed by any government, regulatory authority or other third party; industrial dispute, sanctions, natural or nuclear disaster, fire, flood, adverse weather conditions, volcanic eruption, chemical or biological disaster and all similar events outside our or the concerned supplier's control.

6. If You Change Your Booking

1. If, after our Booking Confirmation has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the Lead Name or your travel agent. You will be asked to pay an administration charge of £50 per person, and any costs that we incur in making any possible alterations (including those charged by third party suppliers who provide the component parts of your booking). You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of those arrangements.
2. You can transfer your booking to another person, who satisfies all of the conditions that apply to the booking, by giving us notice in writing at least 7 days before departure provided that the new lead passenger accepts the transfer and these booking conditions. Both you and the new traveller are responsible for paying all of the costs we incur in making the transfer. Certain airlines and other transport providers treat changes as a cancellation and charge accordingly. This may be up to 100% of the cost for that part of the arrangement. Where applicable these charges will be passed on to you.

7. If we cancel your booking

1. We reserve the right to cancel your booking. We will not cancel less than 4 weeks before the departure date specified in your Booking Confirmation, except for unavoidable and extraordinary circumstances (as defined in clause 5), or failure by you to pay the deposit and/or final balance (or any other amounts that become payable in respect of your booking), or because the minimum number required for a guided holiday to go ahead hasn't been reached. The minimum number required will be notified to you at the time of booking. If the minimum number had been reached but we experience late cancellations by other participants which means that the minimum number is no longer met, we reserve the right to cancel a holiday up to, and including, 20 days before the departure date as specified on your Booking Confirmation.
2. If your booking is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we are able to offer one (we will refund any price difference if the alternative is of a lower value).
3. In the event a refund is paid to you, we will pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (as defined in clause 5). Where notified before the balance date, no compensation will be paid. Where notified between the balance due date and 14 days before departure date (inclusive), £20 will be paid to you. Where notified between 13 days and the date of departure (inclusive), £30 will be paid to you. Any children not paying the full adult fare will receive 50% of these amounts. This does not preclude you claiming more if you are legally entitled to do so.

8. If we change your booking

• Changes to the price

1. We can change your holiday price after you've booked, only in certain circumstances such as where there are changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports, or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 days of your departure.
2. If any change in the price of your booking results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid. Should you decide to cancel you must do so within the time period notified to you.
3. Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that travel arrangements are not always purchased in local currency.
   
   Changes other than the price
4. It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include (without limitation) alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, and/or changes of carriers.
5. If we are forced by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below:
   
   1. We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.
   2. If you choose to accept a refund we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances (as defined in clause 5). Where notified before the balance date, no compensation will be paid. Where notified between the balance due date and 14 days before departure date (inclusive), £20 will be paid to you. Where notified between 13 days and the date of departure (inclusive), £30 will be paid to you. Any children not paying the full adult fare will receive 50% of these amounts. The compensation that we offer does not exclude you from claiming more if you are legally entitled to do so.

9. Our Liability to You

1. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with these booking conditions, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to (i) you or another member of your party; (ii) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or (iii) unavoidable and extraordinary circumstances (as defined in clause 5).
2. Our liability to you, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to the following:
   
   1. You agree that any transport company's (or other supplier's) own 'Conditions of Carriage' will apply to you on any journey by road, rail, sea or air. When arranging this transportation for you, we rely on the terms and conditions contained within those 'Conditions of Carriage'. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey. The airline's terms and conditions are available on request. We will tell you the identity of the air carrier when you book with us and if it is not known at that time or subsequently changes we will inform you as soon as possible and no later than at check-in for your flight; and
   2. Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions.
3. We want to bring to your attention the existence of a "Community list" which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en. We are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of confirmation. Where we are only able to inform you of the likely carrier(s) at the time of confirmation, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. You can ask for copies of these booking conditions, or the international conventions, from our registered office by writing to us at our registered office at Platinum House, St Marks Hill, Surbiton, KT6 4BH. For flights departing from the EU then under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is as set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.
4. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will support you in accordance with the applicable provisions of the Package Travel and Linked Travel Arrangements Regulations 2018 and/or ABTA membership Code of Conduct.

10. Adventure Travel Warning

1. We may operate holidays in regions where standards of accommodation, transport, safety, hygiene, medical facilities and other infrastructure may, at times, be lower than those you normally expect. Your booking is accepted on the understanding that you realise the hazards involved in this kind of holiday, including injury, disease, loss or damage to property, inconvenience and discomfort. The whole philosophy of this type of travel is one that allows alternatives and a substantial degree of on-trip flexibility. The outline itineraries, activities and routes given for each holiday must therefore be taken as an indication of what each holiday may accomplish, and not as a contractual obligation on our part. Changes in itinerary, activity or route may be caused by local political conditions, flight cancellations, mechanical breakdown, weather, route conditions, border restrictions, change of accommodation, sickness, or other unforeseeable circumstances.. Please note that the timings of air, sea, road or rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or failure of passengers to check in on time.
2. If you are travelling on a land only basis or on a self-guided holiday, the Company's responsibility commences with the start of the first service listed on your Booking Confirmation. If you are joining a holiday locally (i.e. not starting from the UK) our responsibility does not commence until the appointed time, we shall not be responsible for any additional expenses incurred by you to meet up with the group. If the group arrival is delayed to the local joining point we will provide you with the same room and board basis as will be provided to the group. If the delay is for more than 24 hours we will provide you with the same services and itinerary that were detailed on your confirmation to enable you to continue with your holiday, although you may, at your discretion, remain at the local joining point for the arrival of the group.
3. Please be assured that our service providers will always do the utmost to ensure your safety and well-being when on holiday. On certain holidays our local service providers may on day 1 of the holiday ask you to sign an 'Acceptance of Risk' form prior to accepting your participation on the holiday. Where this is the case you will be notified of this at the time you place your booking and you may request a copy of the applicable form by contacting us.
4. Standards of, for example, safety, hygiene and quality vary throughout the transport and destinations that your holiday may involve. Sometimes these standards will be lower than those which would be expected in the UK. The suppliers of the services and facilities included in your holiday should comply with local standards where they are provided. Note: this entire clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday for which liability rests with the excursion provider and not us.
5. All passengers are expected to satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen holiday as described on our website or any other holiday documentation which is made available by us. By booking a holiday with us you acknowledge that this is an active holiday which may test your physical ability and may consist of strenuous and demanding activities. You are therefore responsible for ensuring you are aware of the nature of the associated activities and physical requirements before you book. By confirming your booking you acknowledge that you have the appropriate levels of ability, fitness and good health to safely participate in the holiday. Your personal safety is of paramount importance to us and therefore it is imperative that you advise us at the time of booking of any condition, medical or otherwise, that might affect your or other people's enjoyment of the trip. This should include, but not be limited to, any special dietary requirements (including, for example, allergies) and any reduced mobility affecting you or members of your booking. Please contact us by email at admin@headwater.com to discuss any such requirements.
6. You should exercise caution at all times when engaging in any Activities during your holiday. Some routes take place on uneven, rough and potentially slippery terrain along public paths, byways and roads and may involve dangerous external factors such as (without limitation) inclement weather, traffic, animals, cliffs, inclines, rockslides, falling debris or other dangerous features. You must adhere to all safety advice given by the Company and/or the applicable leaders or guides who are providing any of the Activities, and accept that these hazards are involved on this type of holiday.
7. In the event that we have provided a difficulty rating for any of our holidays, these are indicative only and are intended to give you an indication of the level of activity or participation to be expected, and you should not undertake any Activities which you do not feel comfortable or capable of doing so.
8. It is strongly advised that, for any Activities that may take place outdoors, you should wear suitable equipment and appropriate waterproof clothing and have a good awareness of the weather conditions ahead of and during all Activities. You are responsible for assessing your own risk and safety and the suitability of any personal equipment used during the participation of the Activity.
9. We may provide advice on setting up, the use of, and how to secure equipment via your holiday information and/or briefing. All customers are expected to satisfy themselves that they are familiar with all the information provided in person, by telephone or by written instruction prior to the commencement of the Activity.
10. We are not able to offer any advice as to the suitability of any of the Activities for any dogs, or any other pets or animals whatsoever ("Pets") who may accompany you during any of the Activities. In the event that you take any Pets on any of the Activities with you then they shall remain your sole responsibility and we cannot accept any liability for any accident or injuries that any Pets may sustain or incur during any Activities.
11. The routes provided to enable you to carry out any Activities on any applications or other media are the intellectual property of Headwater Holidays. As such, you are not permitted to add any routes provided to any public access route sharing platform, nor share privately or publicly with a view to replicate the holiday provided nor use any such intellectual property rights in any other way without the prior written consent of Headwater Holidays.
12. In several countries cycling helmets are a legal requirement. We strongly recommended the wearing of a helmet for all cycling activities and not wearing a helmet may affect the validity of your insurance. For cycle activities you agree to bring your own cycle helmet(s) and accept that the Company will not facilitate the rental of cycle helmets for strict health and safety reasons. If you do rent a helmet for this holiday independently, the Company accepts no responsibility or liability in respect of that rental and the agreement for the helmet rental shall be between you and the third party supplier.

11. ABTA

We are a Member of ABTA, membership number Y0751. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.co.uk or contacting ABTA at 30 Park Street London SE1 9EQ.

12. Complaints and Assistance

If you have a complaint about any of the services included in your holiday and/or need assistance whilst away, you must inform the local office or your tour leader and our Customer Services team on +44 (0) 1606 720033 or using CustomerServices@headwater.com without undue delay who will endeavour to put things right.

If it is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at CustomerServices@headwater.com or to our Customer Services at Headwater Holidays, Unit 1, Theatre Court, London Road, Northwich, Cheshire, CW9 5HB, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint in resort we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see clause 11 above on ABTA. We shall respond as soon as reasonably possible to any complaints or issues but this may take up to 28 days in some circumstances, which is in compliance with ABTA's Code of Conduct.

13. Additional assistance

If you're in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.

14. Passport, Visa, Health, Travel and Immigration Requirements

Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

Please note that for some trips we need to request special permits, and as such we will require your passport details prior to accepting your booking. Furthermore, if you renew your passport after you have booked, you may be required to take your old passport with you to maintain the validity of the permit.

We are able to advise on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least 2 months prior to travel for the latest health requirements, recommendations for your destination and any costs. You should check this information at least 2 months before departure and again within 14 days of travel. Notwithstanding this, such health requirements remain your responsibility to check and monitor at all times prior to departure and during your holiday. Where you do not check and/or requirements change and you either are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements. Clients with existing medical problems, pregnant women and anyone who has recently visited other countries should check requirements with their general practitioner.

When assessing whether holidays will operate we use information from our local offices in conjunction with advice from the UK Foreign, Commonwealth & Development Office (FCDO) and other relevant government bodies. It is your responsibility to acquaint yourself with the travel advice provided by these government bodies. For more information, please visit our Travel Safety Advice page www.headwater.com/travel-advice and the government websites at travelaware.campaign.gov.uk and www.gov.uk/foreign-travel-advice for your destination country.

Laws and customs of the country/ies you visit can be very different to those in the UK. Be aware of your actions to ensure that they do not offend, especially if you intend to visit religious areas. There may be serious penalties for doing something that might not be illegal or may otherwise be tolerated in the UK. It is your responsibility to familiarise yourself with, and respect local laws and customs, and you are strongly advised to check with the appropriate embassy, consulate or British and Commonwealth Office or www.gov.uk/foreign-travel-advice for further information regarding local laws and customs of the country/ies you plan to visit.

15. Conduct

We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or agents in the UK or resort in any risk or danger, on the telephone, in writing or in person.

Wherever seatbelts are available we require you to wear them for your own and fellow passengers safety, even where it may not be a legal requirement.

On an active holiday it is necessary that you abide by the authority of the leader, who represents the Company, or any supplier providing any of the activities of the holiday. If you commit any illegal act when on the holiday or if in our reasonable opinion or the reasonable opinion of the leader or another person in authority your behaviour is disruptive, threatening or abusive, causes unnecessary inconvenience, impacts on others clients' enjoyment of the holiday or is causing or likely to cause damage to property, danger, distress or upset, disturbance or annoyance to others or puts any other traveller or our staff in any risk or danger, on the telephone, in writing or in person, we may terminate your travel arrangements without any liability on our part.

By confirming your booking you accept that the Company's guides or leaders or any third party suppliers may prevent you from participating in any part of a tour should they have concerns about (a) your ability to safely partake in an activity or (b) your physical ability to complete an activity in the required timescale. In the event that such a decision is taken and is deemed to be necessary, we will reasonably endeavour to make alternative arrangements, but we will not be liable to provide any refunds for missed activities and you may be liable for additional costs incurred.

If the Captain of your flight or cruise ship, or any other third party supplier, or any of our resort staff or agents believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements, restrict your movements on board, disembark you from a ship or aircraft, or remove you from your accommodation or excursion.

If you are disruptive and prevented from boarding your outbound flight from the departure destination, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see section 5). If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. We will not be liable for any refund, or compensation or any costs or expenses you incur.

If you are refused carriage because of your behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you.

As a result of improper use of equipment, or failure to properly secure equipment, or your behaviour during any stage of your holiday including on an aircraft, transfer, in any accommodation, cruise, activity or excursion, we reserve the right to make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result, including but not limited to (i) cleaning, repairing or replacing property lost, damaged or destroyed by you, (ii) compensating any passenger, crew, staff or agent affected by your actions and (iii) diverting the aircraft or cruise for the purpose of removing you. Criminal proceedings may also be instigated.

For the purposes of this section reference to "you" or "your" includes any other person in your party.

16. Data Protection

We will use and process your data in accordance with our privacy policy which be found here www.headwater.com/privacy-policy

17. Excursions

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. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

18. Travel Agents

All monies you pay to the travel agent for flight inclusive product are held by the travel agent on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent's obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies you pay to the travel agent are held by the travel agent on our behalf at all times.

19. Law and jurisdiction

This booking is governed by English Law, and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.

Booked between 05 May 2022 and 26 May 2025 inclusive. Click here to view Booking Conditions

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