Booking Terms and Conditions

Download the PDF version of the Terms and Conditions

Your contract is with Her on a Hill referred to as “we” or “us” in this contract. A binding contract is only entered into when we issue a confirmation invoice.  By contacting us, and/or your travel agent, to make a booking you accept that you have the authority to bind all members of your party to these terms and conditions. It is essential that you check the travel details on the confirmation invoice and inform us immediately of any errors.

Her on a Hill is a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with ” The Package Travel and Linked Travel Arrangements Regulations 2018” all passengers booking with Her on a Hill are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Her on a Hill. This insurance has been arranged by Towergate Chapman Stevens through Zurich Insurance PLC.

A deposit of 25% of the total holiday price is required at the time of booking. We reserve the right to vary the deposit as appropriate and in accordance with the deposit required by our suppliers. The balance is due 10 weeks prior to departure for UK trips / 12 weeks for Europe and 16 weeks for long haul. If the booking is made less than the applicable 10/ 12/16 weeks before departure, the full amount is due within 7 days of booking. If any balance remains unpaid, travel documentation will not be issued and we reserve the right to treat your booking as cancelled and apply the cancellation charge set out below. Final travel documents will usually be sent out approximately 2 weeks before departure.

Payment must be in the currency of the invoice and you are responsible for bank charges. No charge is levied for payment by credit or debit card within the UK and Europe. Cards registered outside Europe are charged a 2% fee.  In some cases, quotations will be based on instant purchase, limited availability and full payment of the total holiday cost must be made at the time of booking. Full details will be given at the time of enquiry.

Whilst we make every effort to ensure that the information on our website and elsewhere is as accurate as possible, details are often published many months before your holiday takes place. We reserve the right to make changes to the website and elsewhere and any information they contain. You will be informed of any material changes before booking. We are only responsible for information contained within our own publications and websites. We are not responsible for third party information (tourist boards and hotels for example) contained in any other brochures or websites.


We will do our best to assist you in altering your arrangements after booking but cannot guarantee this will be possible. If alterations can be made you will be responsible for all extra charges and costs and we will charge a £25 administration fee per person plus any applicable charges levied by our suppliers. We also reserve the right to treat any amendment less than the applicable 10, 12 or 16  weeks prior to departure as a cancellation and apply the cancellation charges set out below.

All cancellations must be made in writing by the person who made the booking and are effective on the day we receive it. As we incur substantial costs and losses on a cancellation, we will apply the following cancellation charges:

Percentage of total holiday price charged according to number of weeks prior to departure:

More than 10 weeks for UK / 12 weeks for Europe /16 weeks for long haul: Forfeit deposit
Less than 10 weeks for UK / 12 weeks for Europe /16 weeks for long haul and up to 31 days: 50% of full holiday cost
4 weeks or less 100% of full holiday cost

The penalties are in addition to the non-refundable elements of the booking which have been contracted on your behalf.  If we are able to recover any of our losses from our suppliers, we will refund those to you subject to a £25 administration fee.


It is occasionally necessary for us to make changes to advertised products and services and we reserve the right to make such changes. In exceptional circumstances we may have to modify your holiday after booking. If the change is minor we will do our best to notify you in advance but are not obliged to do so and no compensation is payable. If the change is material (e.g. change of destination or a lower standard of accommodation), we will notify you as soon as practically possible and offer you the choice of accepting the alternative arrangements, arranging an alternative holiday with us or cancelling your holiday.

Whilst we hope we will never have to cancel your holiday this may occasionally happen and we reserve the right to do so.  Should it be necessary to cancel your holiday we will endeavour to offer you an alternative holiday or provide a full and prompt refund.

Compensation will not be payable in any cases where an amendment, change or cancellation is due to “force majeure”, being unusual or unforeseeable events or circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid. These include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial disputes, technical or maintenance problems with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, levels of water in rivers, acts of God, closure of airports, changes of schedules or operational decisions of transport providers.

Compensation is not payable if a holiday does not take place because a required minimum number of passengers to enable the holiday to take place has not been reached and you were informed of that requirement at the time of booking. We will refund any monies paid to us promptly. However, we will not pay for any additional expenses you may have incurred – e.g. travel tickets, etc

All prices advertised are per person based on sharing a twin room and are in pounds sterling unless otherwise shown and are subject to change, up or down, until the booking is concluded. After that, we will only increase the price in limited circumstances to reflect increases in transportation costs, dues, government approved taxes (including VAT), both in the UK and overseas, fees chargeable for services, Government action or exchange rate variation. If the surcharge would increase the cost of your holiday by 10% or more, you are entitled to cancel your holiday and receive a full refund. We will absorb, and you will not be charged, for any increase equivalent to up to 2% of the original price of your holiday.

We take care to ensure that all involved in the preparation and supply of your holiday maintain the highest standards. Please remember that the appropriate standards will be those prevalent in your destination which may not be the same as developed international standards.

If you have any complaint or problem whilst on holiday you must inform us, our guides or the supplier as soon as possible to give us the maximum opportunity to rectify it. Any unresolved complaints must be notified to us in writing within 30 days of your return.

All passports must have a validity of at least six months from your scheduled return date to the UK. You will generally need clear/clean pages for visas, as required, to be inserted. You should also ensure that all necessary visas, vaccinations and other health documents are in order. You must read all documentation that is supplied to you and ensure that all information contained within is correct. Failure to do so may incur amendment charges which are your responsibility.

Your holiday package with us does NOT include travel insurance and it is your responsibility to ensure you have adequate insurance cover. In accordance with normal industry practice, we will require you to have adequate travel insurance to provide accident and medical cover before your holiday departs. Such insurance should ideally be valid from the date of booking, be valid throughout the holiday duration and financially cover any probable loss through cancellation, amendment, accident or health related problems. You should ensure you are covered for all activities you are planning on your trip.

We are only responsible for excursions and activities sold by us and which form part of your holiday contract.

This contract is governed by English Law and is subject to the exclusive jurisdiction of the courts of England and Wales.

In order for us to process your booking we need to store and record your information, including data as supplied. This may include transfer of such information outside of the European Economic Area to parties involved in the arrangements of your holiday. Equally we use such information for updating our mailing lists and from time to time you may receive newsletters from us. Should you not wish to receive such literature you must advise us in writing. You can easily unsubscribe from all newsletters.


For your guidance, we suggest you visit the website of the Foreign Office on: or tel: 020 7821 4090 to check advice about your destination. The website is regularly updated and provides you with country-specific information, including advice on terrorism and general matters on health, visa requirements, vaccinations and safety.

In addition to these general booking conditions, specific relevant destination information may be contained within the booking information document you receive on confirmation of your booking.