Terms & Conditions / Privacy Policy

Terms & Conditions:

Access to and use of any information on this website is conditional on your acceptance of these website use conditions. We recommend you read them carefully and print out and keep a copy of them for your future reference. If you do not wish to accept any part of them, you must not use our website.

As a condition of your use of this website, you warrant to us that you will not use it or any material or information on it for any purpose that is unlawful or prohibited by these conditions. You warrant that you are at least 18 years old and have the legal authority to use this website in accordance with these Conditions. You agree to be financially responsible for all charges, fees and other sums of whatever nature which arise out of your use of this website.

All content of this website (such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software) is our exclusive property or that of our content suppliers (if applicable) and is, unless specifically stated otherwise, protected by copyright or similar ownership rights. It is published by us and may not be reproduced other than by downloading and viewing on a single computer and/or printing a single hard copy, for private purposes only. It is not to be otherwise reproduced, transmitted, made available on a network or used to create derivative works without our prior written consent. All rights are reserved.

The trade marks, logos and service marks shown on our website, unless otherwise specified, are our intellectual property. No rights are granted to use any of them without our prior written consent.

Neither we, nor our suppliers, express or implied, as to the accuracy of the information contained on this Site. Neither we nor our suppliers make any warranties and/or representations as to the nature or standard or otherwise of any services offered on or through this Site.

Neither we, nor our suppliers accept liability for any indirect or consequential loss of any kind in contract, tort or otherwise arising out of:

  1. Your use of or reliance on any content available on or through this Site.

  2. Any failure to access or delay in accessing this Site.

  3. The performance or non-performance of any services by us or by our suppliers.

 

The information contained in this website is for general information purposes only. The information is provided by Sierra Retreats and whilst we endeavor to keep the information up-to-date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of or in connection with the use of this website.

Through this website you are able to link to other websites which are not under the control of Sierra Retreats. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, Sierra Retreats takes no responsibility for and will not be liable for the website being temporarily unavailable due to technical issues beyond our control.

Access to this website is conditional on your agreement that all information contained in it and all matters which arise between you and us will be governed by English law. Access is further conditional on your agreement that any dispute or matter which arises between you and us will be dealt with by the Courts of England and Wales only to the exclusion of the Courts of any other country.

If any exclusion(s) or limitation(s) contained in these Conditions is found, in whole or part, to be unlawful, void or for any other reason unenforceable for any purpose(s), that exclusion(s) or limitation(s) or the part(s) in question shall be deemed severable and omitted from these Conditions for that purpose / those purposes. Such omission shall not affect the validity, effectiveness or enforceability of the other provisions of these Conditions.

We may alter these terms and conditions at any time. If we do so, all subsequent use of our website will be governed by the newer version. You must check these terms and conditions regularly.

These Booking Conditions, together with our privacy policy any other written information we brought to your attention before we confirmed your booking, set out the details of your booking with Sierra Retreats - Sole trader registered to HMRC at: 2 Old Broughton Road, Melksham, Wiltshire, SN12 8BX (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.   

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that: 

  1. He/she has read these Booking Conditions and has the authority to and does agree to be bound by them;

  2. He/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);

  3. He/she is over 18 years of age and resident in the United Kingdom (if you are not a resident of the United Kingdom, you must advise us prior to booking) and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;

  4. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking. 

Our obligations to you will vary depending upon whether we act as a package organiser in the sale of a package holiday or as an agent to help you to arrange individual holiday products.

SECTION A – APPLICABLE TO ALL BOOKINGS INCLUDING PACKAGES

Booking:

When you make a booking, you confirm that you have the authority to accept and do accept these conditions on your behalf and on behalf of all members of your party and further, if you are making a booking for more than one person, that you are responsible for all payments due from each and every member of your party. It is your responsibility to ensure that any information which you give us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party. 

A contract will be provided for you to fill in and sign, you must return the contract and pay the relevant deposit within 48hrs (time frame can change depending on suppliers terms) to secure your booking. A booking confirmation will come into existence on behalf of ourselves or the supplier in question when we receive your deposit or full payment in cleared funds and contract signed and filled in.

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately, as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately. Please ensure that the names given are the same as in the relevant passport. 

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.

If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.

Payment and pricing:

You will be required to pay a deposit within 48hrs (time frame can change depending on suppliers terms) to secure your booking or make a full payment. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we may cancel your booking and charge a cancellation fee.

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen travel arrangements at the time of booking. We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays.
We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:

  1. the price of the carriage of passengers resulting from the cost of fuel or other power sources;

  2. the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes.

  3. the exchange rates relevant to the package. 

Such variations could include but are not limited cost changes which are part of our contracts with transport providers.

You will be charged for the amount of any increase in accordance with this clause. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £50 However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

Cutting your Package Holiday Short:

If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

Changes by You and Transfers of Bookings:

If you wish to change any part of your booking arrangements after our booking confirmation has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £50 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. 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. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable. 

Transfer of Booking

If you or any member of your party is prevented from travelling it may be possible to transfer your booking to another suitable person subject to the following conditions:

  1. that person is introduced by you and satisfies all the conditions applicable to the holidays;

  2. we are notified not less than 7 days before departure;

  3. you pay any outstanding balance payment, an amendment fee of £50 per person, as well as any additional fees, charges or other costs arising from the transfer; and

  4. the transferee agrees to these Booking Conditions and all other terms of the contract between us. 

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 28 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services. 

Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
 

If you Cancel:

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices or by email. In cases of notification via e-mail, your notice of cancellation will only take effect when it is acknowledged by us. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below. Should one or more members of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase. 

Period before departure within which notice of cancellation is received by us

Amount of cancellation charge

90 days or more - Loss of deposit

89 - 60 days - 50% of holiday cost

60 days or less - 100% of holiday cost

Please note that certain arrangements, may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements, in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charges from any monies you have already paid to us. 

Accuracy:

We endeavour to ensure that all of the information and prices both on our website and in our brochures are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed. 

Special Requests:

If you have any special requests (for example dietary requirements or room location), please let us know at the time of booking. Whilst every effort will be made by us (or the Supplier/Principal, where we are acting as the agent) to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met. 

Insurance:

Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available. 

Accommodation Ratings and Standards:

Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied. 

Safety standards in some countries may differ from those applicable in the United Kingdom. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information. 

Fitness to Travel, Medical Conditions, Disabilities and Pregnancy:

If you have any medical condition, disability or special requirements which may affect your holiday, please tell us before you confirm your booking, as we are able to make enquiries of the supplier about the suitability of arrangements for you and provide replies prior to booking. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. 

If you are pregnant, we highly recommended to seek medical advice prior to travel, at any stage of their pregnancy. 

Behaviour:

All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion, the opinion of the Supplier/Principal (where we are acting as an agent) or in the opinion of any hotel manager or any other person in authority, your behavior or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we / the Supplier/Principal reserve the right to terminate your booking immediately.

 In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behavior of other guests or individuals who have no connection with your booking arrangements or with us.

Occasionally, our suppliers may require you to pay an advance damage deposit when placing a booking or otherwise prior to your arrival in resort. Where an advance damage deposit applies, we will clearly advise you of this fact before you confirm your booking. Where applicable, the advance damage deposit will be returned to you in full, by the supplier, once your holiday has come to an end and the Supplier is satisfied that no damage has been caused to the property.

Delivery of Documents:

All documents (e.g. invoices/tickets) will be sent to you either via email or post. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to payment of the necessary charges. 

Passports, Visas and Health:

We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. 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 prior to travel. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. 

Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. 

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. 

Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.  

Final Travel Arrangements:

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for departures and pick ups. You should take a note of any reference number or contact name.

Complaints:

Where we are acting as agent, the contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. 

If you wish to complain when you return home, write to the supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact Customer Services. 

Where you have booked a package holiday with us, please inform the relevant supplier (e.g. your hotelier) immediately and by contacting us on the numbers listed on our website. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay and complete a report form whilst in resort. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. 

You can also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. 

Financial Protection:

When we are acting as an agent, many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. Please ask us about the protection that applies to your booking. 

In relation to package holidays sold by us, the Package Travel Regulations require us to provide security for the monies that you pay and for repatriation in the event of our insolvency. 

We will provide financial security for package holidays not including flights with............

Events Beyond Our Control:

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Events Beyond Our Control”. For the purposes of these Booking Conditions, Events Beyond Our Control means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include, but are not limited to war, warfare and acts of terrorism (or threat thereof) , civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier concerned’s control. 

Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports, etc. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Events Beyond Our Control, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation. 
Covid-19: We have been working closely with our hotels and chalets to be able to offer you flexible booking terms and Coronavirus protection. There is no set terms on a whole but many are now offering a refund or credit note if travel is not possible due to Covid-19. We can discuss these with you individually with regards to any of the properties and hotels in our portfolio. We are also following closely the general travel advice from the Foreign and Commonwealth Office and World Health Organisation as it evolves.

Law and Jurisdiction:

These terms and conditions are governed by English law and any dispute arising between the parties is subject to the exclusive jurisdiction of the courts of England and Wales (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable). 

Conditions of Suppliers:

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned. 

Excursions:

Excursions or other tours that you may choose to book or pay for whilst you are on the trip are not part of your contracted arrangements with 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. 

Data Protection and Privacy:

Please see our data protection and privacy policy for full information regarding the way in which we use and store your personal data. 

If We Change or Cancel Your Booking:

It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it.

If we have to make a 'significant' change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of accepting the changed arrangements or having a refund of all monies paid  or if available and where we offer one, accepting an offer of alternative travel arrangements of comparable standard from us, (we will refund any price difference if the alternative is of a lower value). You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again we will assume that you have chosen to accept the change or alternative booking arrangements. 

 We will not pay you compensation where we make a minor or a significant change or cancel. If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will offer you a discount on your next booking.

Whilst you are on holiday, you find yourself in difficulty for any reason we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and with distance communications and finding alternative travel arrangements. Where you require assistance that is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any Supplier/Principal or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

SECTION B: AGENCY BOOKINGS 

Your contract:

When making your booking we will arrange for you to enter into a contract with the supplier named on your receipt. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. 

Cancellation and Amendment:

Any cancellation or amendment request must be sent to us in writing, by email or post, and will take effect from the day we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the provider of your arrangements. The provider may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure). In addition we may ask you to pay an administration fee of £50 per person for any amendments. You will be notified of the exact charges at the time of amendment or cancellation and it is recommended that you contact us prior to amendment or cancellation in order to confirm the charges applicable. 

 

Changes or Cancellations by the Supplier:

We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them. 

Payment:

You will be required to pay a deposit within time of the suppliers terms to secure your booking or make a full payment. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. In this event we will also charge you an administration fee of £50.  Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned. 

Our responsibility for your booking:

Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability is determined by our liability insurance (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment. 

SECTION C: PACKAGE HOLIDAY BOOKINGS

Definition of Package:

Where your booking is for a Package holiday that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this Section B of our Booking Terms and Conditions. 

A “Package” exists if you book a combination of at least two different types of the following separate travel services, for the purpose of the same trip or holiday: 

  1. transport; or

  2. accommodation; or

  3. rental of cars, motor vehicles or motorcycles (in certain circumstances); and

  4. any other tourist service not intrinsically part of one of the above travel services,

MORE TO BE ADDED HERE AFTER RECEIVING OUR TOUR OPERATOR LICENSE TERMS........

Privacy Policy:

We receive, collect and store any information you enter on our website or provide us in any other way. When you use our contact or chat box on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons as stated in our privacy policy.  We may contact you by email, phone or mail unless requested otherwise.

Your privacy is very important to us. We will never misuse or sell your data to anyone. We ensure any data we hold is stored securely.

This privacy policy sets out how Sierra Retreats uses and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using our services or our website, then you can be assured that it will only be used in accordance with this privacy statement.

We reserve the right to change this privacy policy as deemed necessary from time to time or as required by law. Any changes will be immediately posted on this website and you are deemed to have accepted the terms of the privacy policy on first use of the website following the alterations. 

Sierra Retreats is a sole trader registered with HMRC by Joshua Todd. Any personal information provided to or gathered by us is controlled at our registered address 2 Old Broughton Road, Melksham, Wiltshire, SN12 8BX

Information that you provide to us when visiting on our website, completing an online enquiry form, an online or offline booking form, filling, subscribing to mailing lists, entering competitions, participating in market research and when contacting us both on and offline including:

  1.  Contact information including your name, address, phone number(s) and email.

  2. Demographic information such as preferences, interests, age and family information.

  3. Information relating to your holiday such as feedback questionnaires, reviews, image or video uploads, holiday enquiries and marketing requests.

  4. Information relating to quoting and booking a holiday including information relating to family and travel companion(s) such as names, emergency contacts and special assistance needs, such as any disability or medical or dietary restrictions (which may disclose your religious beliefs), passport information, dates of birth, insurance information, visa information, country of residence and nationality.

  5. We do not store financially sensitive information such as credit card numbers, bank details or security numbers.

  6. Information automatically received by us when you use the website, access our marketing information or contact us by email or phone including such as browsing and search history. We may also use industry standard software tools such as Google Analytics to measure and collect session information, time visiting specific pages, page interaction and repeat visits.

  7. The domain and IP address that your computer uses to connect to the internet; your computer, browser, operating system, internet connection, referral information, search terms and other standard information collected by default by tools such as Google Analytics.

  8. Telephone information including phone numbers, call duration and call recordings that we use for training and quality control.

  9. Third party information about you from other sources which we may add to our account information.

We collect such Non-personal and Personal Information to provide you with a better service for the following purposes:

  1. To provide and operate our Services.

  2. Internal record keeping, auditing and regulation purposes.

  3. We may use the information to improve our products and services.

  4. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

  5. We may use the information for marketing purposes to display adverts on our or other websites based upon your prior visits to our website, preferences and contact with us.

  6. We may use your information to contact you for market research purposes.

  7. We may use the information to personalise and customise the content of our website according to your interests.

  8. To provide our Users with ongoing customer assistance and technical support.

  9. To be able to contact our Visitors and Users with general or personalised service-related notices and promotional messages.

  10. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we may use to provide and improve our respective services. 

  11. To comply with any applicable laws and regulations.

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. Your data is stored on secure servers behind a firewall. 


All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

We may contact you to notify you to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

It's important to note that third-party services, such as Google Analytics or other applications offered through the Wix App Market, placing cookies or utilising other tracking technologies through Wix´s services, may have their own policies regarding how they collect and store information. As these are external services, such practices are not covered by the Wix Privacy Policy. 

A cookie is a small text file that is stored on your computer or other device when you visit a website. They are very widely used in order to make websites function properly, or more efficiently, as well as provide information to the owners of the site.

Cookies help us provide you with a better website. A cookie in no way gives us access to your computer or any personal information about you, other than the data you choose to share with us. We use cookies to collect information about your usage of our website. This helps us to give you the best possible user experience.

Third party vendors, including Google, may show Sierra Retreats adverts on sites on the internet and use cookies to serve adverts based on a user's prior visits to our website. Users may opt out of Google's use of cookies by visiting the Google advertising settings page.

By using our website, you imply consent to the use of cookies. However, if you do not consent to the use of cookies, please ensure that your browser or computer/device is set to reject or prompt before accepting third party cookies. 
We use cookies to improve your experience on our website, please visit www.allaboutcookies.org for further information on cookies. 

In order to respond to your holiday request, we may need to disclose some of your information to our partners including: travel companies such as hotels, chalet owners/operators, airlines, ground handlers, ski schools, childcare agencies, ski rental shops, restaurants and car hire companies.

We only pass on information that is required in order to fulfil the booking or enquiry, such as name and address to delivery companies.

In order to maintain and understand our data as accurately as possible to give you the best possible guest experience, we may occasionally use the services of external specialist companies for data cleaning and data analysis. Data is protected by a non-disclosure agreement and data is not stored after any work has been completed.

Please be aware that due to the nature of our business and of the internet, information and data you provide may be transferred outside the country where it is submitted to us. If you are submitting information or data from a country within the European Economic Area (EEA) it is possible that it may be transferred outside the EEA, where data privacy regulations may differ from within the EEA.

Advanced Passenger Information (API) is required by many countries prior to arrival (or departure). API information includes personal identity information such as name, passport details, visa information, nationality, transit and destination data. Transport companies are required to transmit this information by law and data entry is requested at the time of ticket issue. To comply with these regulations, we pass the relevant information to the transport companies who transmit the information to the relevant authorities.

We will not sell your personal information to third parties unless we are required by law to do so.

You may choose to restrict the collection or use of your personal information in the following ways:

  1. You may update and request details of any personal information which we hold about you by contacting our data protection officer at any time.

  2. You may unsubscribe using the links on our marketing emails or you may contact us to unsubscribe for any or all marketing activity by contacting our data protection officer.

  3. You may exercise your right to be forgotten by contacting the data protection officer.

  4. You have the right to ask for a copy of any personal data held by us by contacting the data protection officer. We aim to respond to any such requests within 30 days.

If you don’t want us to process your data anymore, please contact us at : info@sierraretreats.co.uk

Our website may contain links to other websites which we feel are relevant or of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. This privacy policy does not extend to your use of such websites.

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

You may not transfer any of your rights under this privacy policy to any other person. We may transfer our rights under this privacy policy where we reasonably believe your rights will not be affected.

If any court or competent authority finds that any provision of this privacy policy (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this privacy policy will not be affected.

Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.

This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.


If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at: info@sierraretreats.co.uk

By using this website, you accept this privacy policy. By providing your personal data, you consent to the use, processing, storing, transferring and disclosing of your information and data referred to in this policy statement for the purposes set out in this privacy policy statement.

Click the PDFs for further detailed information on Website Terms, Privacy Policy and cookies

© 2020 Sierra Retreats

United Kingdom Bespoke Luxury

 Tour Operator

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