Terms & Conditions

Travelling Abroad

We appreciate travelling abroad is a big deal! We’ve taken every possible step to put you as the customer first, but please do have a good read through our Terms & Conditions set out below to make sure you are comfortable before you book a trip with us.

If your trip includes 2 components, sold within the same Package (for example Accommodation & Tennis) then your trip is fully protected through the Package Travel Regulations, which you can read more about here.

If your trip only includes 1 component (for example Accommodation Only) then your trip will not be protected through the Package Travel Regulations.

The Travel Trust Association exists in order to protect you, the customer, with 100 percent financial protection and has been doing so for over fifteen years. This means that every penny that you pay to a member of the TTA is protected by the Travel Trust Association. 
You can read more about the TTA here.

If your holiday is due to take place within 12 weeks of making the booking - We require payment in full for your holiday.

If your holiday is due to take place at a date beyond 12 Weeks of the Booking - We will require a 35% Deposit & the 65% Balancing Payment 12 weeks before the start date of the holiday.

Age to Make a Booking - The minimum age required to make a booking with Active Away Ltd is 18 years old.

Single Occupancy - The Single Occupancy Supplement should be added to the cost of your booking if you will be staying in a room on your own. Unfortunately, Single Occupancy Supplements are a feature of all the hotels used by Active Away Ltd for its holidays. The Basic Price (Per Person Price) is based on 2 people sharing a room (you must therefore add your Single Occupancy Supplement to the Basic Price if you are a Single Traveller.

When a booking is made, we make the necessary reservation and your deposit is accepted as part payment of the agreed total cost of the holiday booking in your name, and is credited to your account.

A contract exists between Active Away and you as soon as you have received a confirmation invoice. This is normally immediately after you have confirmed your booking.

We shall not be liable if any of the information you have provided to us is incorrect.
A final confirmation including your accommodation, together with all other relevant details will be sent out to you two to three weeks prior to departure. Please check these again very carefully. However, if there are any changes to your holiday, we will make every effort to ensure you are informed before this stage.

1. Tennis Clinic & UK Event Date Changes

My clinic start date is 30+ days from today - In this case, we will charge a £5pp admin fee for changing your booking.

My clinic start date is 7-30 days from today - In this case, we will charge an admin fee of £15pp.

My clinic start date is 0-7 days from today - We are not able to offer changes in the 7 days before a clinic. This is due to us confirming the coaching team, courts and the inability to resell your space. If you can find a replacement, we are able to do a name change. If you can't find a replacement you will unfortunately lose the amount you've paid.

2. Tennis Clinic & UK Event Name Changes

Name Change - Name changes for UK events are free of charge.

3. Tennis Holiday & Overseas Trip Date Changes

My holiday start date is 85+ days from today 

- I'm adding extra nights to my trip. There is no admin fee involved, however you may have to pay the Bespoke Transfer Cost.

- I want to change to a completely different holiday. - There is a £50pp charge to change your trip to a different holiday.

My holiday start date is 0-85 days from today - Unfortunately we are not able to change your holiday in this period and this would result in a loss of deposit. 

4. Tennis Holiday & Overseas Trip Name Changes

Name Change - Name changes for overseas events are dependant on the hotel and are on a case by case basis. Name changes are chargeable at £15pp.

- There are some instances where we may have an early booking offer with the hotel and changing a name may result in losing this early booking discount. In this case you would lose any discount or be charged an additional £100pp.
- Some hotels do not allow name changes.

5. Cooling Off Period

We do not offer a cooling off period, apart from our Calendar Launch. In this case any overseas booking more than 250 days in advance can be changed without penalty due to flights not being released yet. 

6. Other Eventualities

Injury - For overseas trips, Travel Insurance should be your port of call. For UK events, please see the date change section above.

Discount - We reserve the right to remove any discount from a booking invoice once a change has been made. 

Credit Notes - In some instances a change will result in a credit note if the upcoming calendar has not yet been released.

7. How do I make a change?

Contact Us Form - Please use the Contact Us Form here and provide as much information as possible.

Balance Payments are due 12 weeks before the start date of your holiday.
A reminder will be sent to you in advance of this deadline. If the full balance is not paid by the said date, we reserve the right to cancel the booking without notice, retain the deposit and seek reimbursement for any additional loss we have incurred.

We act only as an agent or sub-agent in respect of all bookings we take and/or make on your behalf including but not limited to flights, hotels, and transfers (“Travel Service”). When making your booking, our service is only to arrange for you to enter into a contract with the individual provider of the Travel Service in question (the “Service Provider“), and to agree payment terms between you and that Service Provider. We act as the agent of the Service Provider, except where we state to the contrary in these Terms and Conditions. The Service Provider will either be the principal supplier of the Travel Service, and therefore the party supplying the Travel Service to you (for example the hotel), or the agent of the principal. When the Service Provider is acting as an agent, its role will be to enter you into a contract with the principal supplier of the Travel Service. The terms and conditions of the Service Provider will also apply to your booking.

You or any member of your party may cancel your booking, or part of it once it has been confirmed, but the instructions will only be valid in writing. Your written instructions should be emailed to us here.

To compensate us for the expense of processing your booking and for the risk that we may not be able to re-sell the holiday, we charge a cancellation fee on the scale shown below. The amount payable depends on when we receive your written instructions. Subject to the nature of the cancellation, you may be able to claim against your holiday insurance.

Cancellation Charges (before start date of holiday)

  • More than 84 Days – Lose Deposit
  • 83-49 Days – Lose 50% or Deposit if greater
  • 48-29 Days – Lose 75% or Deposit if greater
  • 28-15 Days – Lose 90% or Deposit if greater
  • 14 Days or Less – Lose 100% (Including ‘no show’ or leaving early.)

Cancellation of individual Passengers Within a Party

In addition to the above cancellation charges, this may also involve re-invoicing of the remaining passengers at our list prices for the new party size. 

Cancellation of 2 Separate Parties Sharing a Room

In this example we have 'Sally' & 'Lucy' sharing a Twin Room. 'Sally' cancels her holiday. 'Lucy' would then be liable to pay any Single Occupancy Supplement.

We plan the arrangements for our holidays many months in advance and though it is unlikely that we will have to make any changes to confirmed arrangements it does occasionally happen.

We reserve the right to make such changes at any time. Most changes are of a minor nature and we will advise you as soon as possible before your departure. 

Major Changes

  • Change of Hotel
  • Change of Destination
  • Change of Dates by more than 24 Hours
  • Not enough people on the holiday to make it viable.

In the case of any of the above major changes you will have the below 4 options:

  1. Accept the Arrangements (confirmation in writing will be required, and once the change has been accepted you cannot then change your mind).
  2. Rebook onto one of our other trips.
  3. Receive a Credit Note for the full amount of your holiday.
  4. Receive a Full Refund.

Minor Changes

  • Change of Board Basis (compensation will be provided for any downgrade)
  • Change of Holiday Host
  • Change of Tennis Court Surface
  • Change to Airport Transfer

For minor changes, no compensation will be provided, however we will inform you at the earliest opportunity.


If we are force to cancel your holiday, we will provide you with the below options:

  1. Provide Alternative Arrangements (confirmation in writing will be required, and once the new holiday has been accepted you cannot then change your mind).
  2. Rebook onto one of our other trips.
  3. Receive a Credit Note for the full amount of your holiday.
  4. Receive a Full Refund.

We reserve the right at our absolute discretion to terminate without notice the holiday arrangements of any customer whose behaviour is such that it is likely in our opinion to cause distress, damage, danger or annoyance to our customers, employees, property, or to any third party. Should any passenger be prevented from travelling, because in the opinion of any person in authority, they appear to be unfit to travel, or likely to cause disturbance to other passengers, then our responsibility for their holiday thereupon ceases. Full cancellation charges will apply and we will be under no obligation whatsoever to provide a refund or compensation for costs which may be incurred. Active Away has no control over the behaviour of persons staying at, or visiting, your holiday accommodation and is not responsible for any withdrawal, or impairment of facilities, or other loss of damage caused by them.

Please check that your passport is valid for the entire duration of your holiday with the appropriate Embassy. A standard British Passport is required, valid for at least 6 months beyond your planned return date. If you are not a British passport holder you may require a visa – please check before booking your holiday. All passports, visa, travel insurance, health certificate requirements and foreign advice are your responsibility. Active Away Ltd accept no responsibility for any delay or expenses incurred through any irregularity in your documents.

It is imperative that you are adequately insured for overseas holidays, ensuring your policy particularly covers medical expenses & emergency treatment. This, amongst other benefits, will provide cover in the event of cancellations or curtailment due to injury. Injuries do occur from time to time in sport and we do not want our clients to lose out financially because of them.

At certain times during the year it is necessary for maintenance to take place on Golf courses, Tennis Courts, Squash courts, Bowls and other facilities on the Resorts. We cannot be held responsible for any maintenance or emergency work that may be necessary to any of these facilities at the time of your visit. Neither can we be held responsible for any building improvements or renovation on the Resorts in the vicinity of your accommodation.

Limited rainfall and climatic fluctuations can often affect the supply of water and electricity, which may result in cuts – these are usually of a short duration and you are asked to be tolerant. In hot climates please be prepared to encounter the indigenous environmental conditions, e.g. insects. The water supplies in our resorts may be suitable for consumption, but we recommend bottled water for drinking.

You will appreciate that many people and companies, over whom Active Away has no control, are involved in the planning and provisions of your holiday. Active Away Ltd has taken all reasonable steps to ensure that the supplier of services provided are of an acceptable standard. We will accept responsibility for the proven negligent acts and/or omissions of our employees and agents whilst acting within the scope of or arising as a result of death, bodily injury or illness to you or any member of your party. However please note: Liability will only be accepted if you can prove that the death, injury or illness was caused by the negligence of Active Away Ltd, its servants or agents. No Liability can be accepted for any negligent acts or omissions of air or sea carriers, whose responsibilities are governed by international convention, which may limit or exclude liability. We cannot accept any liability for loss, damage or expense resulting from war or terrorist activities threatened or actual, civil unrest, closure of airports, industrial action threatened or actual or any event outside our control where such events delay, extend or compel a change in holiday arrangements. We shall not be responsible in the event that any named host coach is not available as a consequence of injury, illness or any other reason beyond our control.

In the unlikely event of there being something not to your liking whilst you are on a holiday that is in our direct control, you must report it immediately to your host. Unless there is a valid reason why you fail to report your complaint to us then we will not consider ourselves to be liable in respect of complaints, which were not registered. If the matter cannot be rectified immediately, details of your complaint should be submitted via email to us here no later than 28 days after your date of return, in writing. We will not accept liability in respect of claims received outside this period.

We do not accept any responsibility in the event of inclement weather to the Sports programmes, which may need to be rearranged. Every effort will be made to make up lost hours but this cannot be guaranteed. Our Clients freely accept the risk that weather conditions may affect in whole or part the number of hours to be provided. Our r