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Terms and Conditions

The Holiday Company is purely a travel and holiday assistance service that will work with you to create the right package holiday for your requirements. We will source experienced professionals to assist you to get the best out of your holiday and work hard to help you create some happy memories of your travels. We are not a substitute for social care and are not governed by the Care Standards or monitored by the Care Quality Commissioner.

We are only as good as the information you provide us with concerning your personal requirements. It is therefore essential that you and your care provider and/or advocate provide detailed information on our forms. Be as clear, factual and forthright as you can. We will maintain your privacy and confidentiality at all times and only inform the person that needs to know to enable you to get the service and resources you require.

However, Finca Supported Holidays would like to advise you that if there are any circumstances outside of its control between the original advertisement and your booking then we reserve the right to change your accommodation, to best suit your requirements, as and when necessary without notice.

We will endeavour to ensure that the accommodation is suited to your needs, within your price range and of the same initial quality.

Terms & Conditions – Your Holiday Contract

Your Holiday Contract is with Finca Supported Holidays Ltd, who are members of ABTA Y2634/ IPP and holds an ATOL license No. 9674.

Finca Supported Holidays Ltd is a UK company registered in England and Wales registration No: 6364426. The registered office address is 86, Preston Road, Standish Wigan Lancashire WN6 0HY – Vat No: 99304630

These terms and conditions will come into effect when we accept your booking and deposit payment. By booking with us you are deemed to have accepted these conditions.

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are 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.

The person booking the holiday is responsible for ensuring the accuracy of the personal details and any other information supplied in respect of you the customer on the booking and for passing on any information regarding the booking or any changes made in relation thereto.

Our holidays are suitable all year round for adults who have a disability/non- disabled/groups/organisations/ and lone travellers

We provide shared practical assistance/ supervision and prompts throughout the holiday period. We also offer 1-1 assistance for those customers who require additional support. Our holidays are unsuitable for adults who display physically challenging behaviours. In order to provide the best possible assistance, and to ensure we can match our holiday assistants to the needs of you our customers we require that the booking form and any other information regarding your general health must be completed in full and be a true reflection of you the customer. In the event that a third party is completing the booking and general health form on the customer’s behalf this must also be an up to date true reflection of the person named on the forms.

If, at any time between completing the booking and a general health form, and the customers holiday commencing some information has changed from the original information supplied, this information must be communicated in writing to Finca Supported Holidays Ltd .This applies to every holiday the customer is booked on.

Challenging Behaviour

In the event of you, the customer, developing or displaying physically challenging, threatening and/or disruptive behaviour we reserve the right to terminate your holiday and return you to your residence at your own expense. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any costs and expenses incurred as a result of your behaviour e.g.the cost of transportation, diverting an aircraft or ship to remove you.

What your holiday includes

The holiday package is inclusive of practical support and includes staff at departure airports, accompanied flights; Accommodation will normally be in a shared twin room. Single rooms are sometimes available for which there will be an extra charge, and should be requested at the time of booking. All hotels used are a minimum 3* fully inclusive packages unless stated on the individual destinations. Local daily activities. Photo Album
Our standard support provided is: 1 holiday assistant to a maximum of 3 clients; If additional support is required, to one,( one customer to one holiday assistant) then a further charge is applied at the time of booking., local day/ evening trips. Other trips and tours not included can be added and payment is paid in the resort. This cost is payable by you the customer.

Your holiday does not include:

The holiday package does not include personal spending money, snacks, drinks, meals ( off site), medical expenses, travel/cancellation insurance, transport to and from the designated airport, tips, postage, phone calls. It is advisable for customers to have money to spend at airports in case of delays or other unforeseen circumstances.

Travel Insurance

You must take out travel insurance for all holidays (both in the U.K. and abroad) suitable for your needs at the time of making your first payment. This should not be left until just before travelling as cancellation by the client for any reason is required to be covered. We cannot be held responsible for any costs you incur as a result of failing to do so. Personal travel insurance should be taken out for your own peace of mind and the insurance should cover you for a minimum of cancellation due to illness, any emergencies which arise while you are away and for loss or damage of personal possessions. Please read your policy details carefully when you receive them and bring them with you when you travel.

Documentation for Travel

Please note that you as the customer are responsible for ensuring that you have a valid passport and comply with any health requirements. Many Countries now require your passport to be valid for a period of 6 months from the date you return.. If you need to apply for a new passport or renew an existing passport you should apply at least 8 weeks before your holiday. For up-to-date requirements visit:

In most cases we will apply for any visa documentation that may be required.

Currently there are no visa requirements for British Citizens travelling to EU countries. Specific requirements can be confirmed with the relevant Embassies / Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

At this time UK residents do not require any vaccinations for travel within the EU. We strongly advise you to contact your GP / Nurse for the latest information on any destination.

Foreign and Commonwealth Office or relevant authorities will be able to offer up-to-date travel information to help British Citizens make informed decisions about travelling abroad.

For more information contact:

Brochure Content

This brochure is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

All details are correct at the time of going to print. However, Holiday dates and prices are subject to change without notice. If we are required to make any changes for this reason we will inform you the customer who will have the option of cancelling the booking and have full payment reimbursed. Any information which is bullet- pointed are an indication of what may be included on the corresponding holiday, it is not a comprehensive list or an Itinerary. A confirmation letter together with a checklist, to enable you to make informed decisions (regards clothing, spends, personal effects, documents…) will be sent out 21 days prior to the holiday, along with all information regarding flights. However, flight times can sometimes be changed at short notice and are outside our control. In this event we will make every effort to contact our customers and advise of any changes.

How to Book your holiday with Finca Supported Holidays Ltd:

By telephone: 01257 422667 Provisional booking reservations may be made by telephone, but in all cases must be confirmed within 14 days by sending Finca Supported Holidays Ltd a fully completed/signed booking form and a deposit of £250.00 per person per week for holidays abroad. If choosing a holiday in the UK the deposit will be £100.00 per person per week

Full payment of the balance of the holiday is due 90 days prior to the commencement date of the holiday. If a deposit and / or balance is not paid on time it may result in cancelation of your travel arrangements. Deposits and balances are non-refundable. (Any late payments will incur a charge of £25.00)

Email: to request a booking and general health form.

On our web site: go to the home page tab across the top “booking form”.

Finca Supported Holidays Ltd will send you:

  • Booking form
  • General Health questionnaire.
  • Deposit amount required

When we receive the above Finca will send you an invoice detailing all costs including 1-1 additional support costs (if required).

All correspondence will be sent to you the customer unless you indicate on the booking form that this is to be sent to a third party.

Additional costs:

Designated airports may not be your local airports. If you wish to travel from your local airport and if this is an option – a charge for internal travel for Finca holiday assistants will be added to the cost of your holiday. (This may include train fares, hotel costs, refreshments /meal or any other travel costs associated with the journey that may be incurred).

Choices of hotel/Villa/Cottage packages are usually fully inclusive, however, in the event that these venues only offer half board/bed/ breakfast packages or bed/breakfast, the cost for both yourself and Finca holidays assistants meal(s) and soft drink must be met by you on a shared 3 customers to 1 holiday assistant ratio. Unless on 1-1 support.

If going off site and you are on a fully inclusive package a picnic box and refreshments will be ordered to prevent further costs.

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, and must be paid directly for yourself and Holiday Assistant on a shared 3-1 ratio unless on a 1-1 support. 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.

Meeting points:

For all holidays abroad you will be met at the designated departure airport in the UK, times and dates will be mailed out to you 21 days before your holiday departure date. It is the customers responsibility to ensure that they are at departure points in plenty of time, as although we would endeavour to wait as long as reasonably possible, we cannot be held responsible if we have to start the holiday without the guests due to their late arrival. (It is not our responsibility to get guests to and from the designated meeting points.) Assistance begins after a handover period between Carer/family and Finca Holiday Assistants at the designated meeting points.

UK Holidays: Meet at the venue, If transport is required to pick you up from your home or other designated meeting points this can be requested at the time of booking and additional charges will be added.


Luggage is deemed to be the responsibility of the guest, and we cannot accept any liability for damage how so ever caused. For this reason, we recommend that customers take out insurance cover.

Communication whilst on holiday

Finca staff enhances communications by uploading photographs and comments each day to our “Daily Update” page via our website. This is a useful tool which enables carers/ families/interested parties to be reassured that you are enjoying your break and they can follow your holiday experiences as they happen. In the event that any individual does not wish to be included on our daily updates page or on our website please identify this clearly on the booking form. Updates will still happen for other customers but without your image being shown.


Smoking is not allowed in any vehicle or accommodation, although there is usually a designated smoking area at most venues.

Any damage to property caused by customers whilst on holiday will be deemed their responsibility and not that of Finca Supported Holidays Ltd.

Safe keeping of personal belongings

We recommend that guests deposit the majority of their spending money, passports, EHIC and Insurance documents (or other valuables). in a designated safe or identified place once at the venue. This is a matter of choice for the customer but it is your responsibility to ensure safekeeping of personal belongings.

Adaptations/medical aids

Customers who require specific aids and adaptations (including incontinence aids/mattress protectors, stand aids, shower chairs and any other specialist equipment) are requested to bring these items with them. If Finca is provided with a formal request for the hire or location of such equipment then the Holiday Company can facilitate this on an individual’s behalf. The costs of such provision will be your personal responsibility and must be met by you, the customer. This has to be paid at the time of booking


All medication must be provided in dossett boxes or blister packs (unless liquid). MARR sheets are to be included. (We are all fully trained in MDS system of assisting guests with their oral medication but we do not have a medical background. Finca staff cannot assist with any invasive treatments but can advise and support guests to access medical treatment.

Paperwork systems

All paperwork used throughout the holiday i.e. risk assessments, health and safety records, financial recording sheets, accident /incident reports are completed to British standards. (Please note we only use our own paperwork systems not that of the individuals). In line with the principles of reducing environmental waste Finca is moving towards a paperless system of recording, starting with the “Holiday Summaries” which have been replaced by the “Daily Updates”.

Finca Supported Holidays Ltd has full public liability and Medical Malpractice Insurances.

Holiday Price

We reserve the right to alter the prices of any holiday’s shown in our brochure. You will be advised of the current price of the holiday you wish to book before your contract is confirmed.
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person. If this means that you have to pay an increase of more than 10% 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 (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. 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 you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. 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

If we cancel your holidays:

Holidays are based on an economic minimum number of passengers which is usually four ( 4) If you do not pay the balance of the holiday cost on time we reserve the right to cancel your booking. We reserve the right to cancel your holiday in any circumstance, but if we do so you can either have a refund or accept a replacement holiday of corresponding value from us, subject to availability.

We will not be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of unusual or unforeseen situations outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity. (Force Majeure)

If You Cancel Your Holiday:

Should you wish to cancel your holiday with us you should notify us directly in writing as soon as possible. The scale of cancellation charges detailed is according to the number of days prior to departure that written confirmation is received by us.

Prior to Departure date: Cancellation Charge:
90 days or more Loss of deposit
89 -60 days 50% of total holiday cost
59-30 days 70% of total holiday cost
29-15 days 90% of total holiday cost
14-0 days 100% of total holiday cost


We do not accept responsibility for our failure to perform the contract for the package holiday or for the improper performance of the contract, as such failure is due neither to any fault on our part nor to that of our employees, agents, sub-contractors or suppliers if it is:

  • Attributable to you the client, or is attributable to a third party unconnected with the provision of the services for and is unforeseeable or unavoidable.
  • Unusual and unforeseeable circumstances beyond the control of Finca Supported Holidays Ltd, the consequences of which could not have been avoided even if all due care had been exercised.
  • An event which Finca Supported Holidays Ltd, our employees, agents, suppliers and subcontractors could not, even with all due care, have foreseen or forestalled.

Our liability shall be limited in accordance with the international conventions which govern such services and conditions of carriage of the carrier.


Your Financial Protection

We provide full financial protection for our package holidays that include flights, by way of our Air Travel Organiser’s License Number 9674. 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 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). 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 your contract 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).

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.

We are a Member of ABTA, membership number Y2634 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 to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on

IPP (International Passenger Protection) – Non Flight Packages

In accordance with “The Package Travel, Package Holidays and Package Tours Regulations1992” all passengers booking with Finca Supported Holidays are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required (this insurance will not cover repatriation to the country of origin for the passengers outside of the EU), arising from cancellation or curtailment of your travel arrangements due to the insolvency of Finca Supported Holidays

There is no requirement for Financial Protection of day trips, and none is provided. This insurance is only valid for packages booked that DO NOT include flights.

Consumer aware: Your booking is insured by IPP Ltd and its panel of insurers. – This insurance is only valid for passengers who book and pay directly with/to Finca Supported Holidays. For further information please go to

This Insurance has been arranged by International Passenger Protection Limited and underwritten by Insurers who are members of the Association of British Insurers & Lloyds Syndicates.


Download Claims Form from

Any occurrence which may give rise to a claim should be advised within 14 days to:

International Passenger Protection Limited:

Claims Office

IPP House
22-26 Station Road
West Wickham
United Kingdom
Telephone: +44(0)20 8776 3752
Fax: +44 (0)20 8776 3751

In order to deal promptly with any claim hereunder it is essential that you retain all bills, receipts and other documents relating to your travel arrangements.



In the unlikely event that you have any reason to complain or experience any problems with your holiday, please write in first instance to:
Sue Carr – Director at Finca Supported Holidays Ltd 86 Preston Road, Standish, Wigan, WN6 0HY within 28 days of your return.

If you would like any further information, please visit our web site or alternatively contact Sue direct on 01257 422667

Our Contact Details are:

Finca Supported Holidays Ltd:
86 Preston Road
Tel. 01257 422667
E mail:

Company Registered in England & Wales Registration No. 6364426.