Terms & Conditions Introduction
 
Please read our Terms and Conditions carefully. They apply to all users of our website and services and govern your relationship with “Us” or “PSO” (PSO Travel UK Ltd, registered in England under company number 09855072, at 2 Kings Terrace, Shortfield Common Road, Frensham, GU10 3DE) and “You” (the lead traveller and/or all persons named or added on a booking).
By accessing our website or making a booking, you confirm that you have read, understood, and agreed to be bound by these Terms and Conditions. If you do not agree, you may not use the website or make a booking with us.
PSO Travel UK Ltd is a “Service Provider” trading under the name PSO, PSO Travels or Polats Sports Organisations and organises “Travel Arrangement(s)” (accommodation, flights, transport, and other services as featured on our website) on your behalf. References to the “Supplier/Principal” means the third-party supplier of the Travel Arrangements including but not limited to accommodation providers, transfer providers, car rental companies, excursion providers and airlines. The terms and conditions of the third-party suppliers will also apply to your booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal's liability to you. Copies of the relevant Supplier/Principal(s) terms and conditions will be provided to you on request.
 
Financial Protection
PSO Travel UK Ltd is an independent travel agency and a member of the Travel Trust Association (TTA), offering 100% financial protection on all customer bookings. As part of this protection, flight-inclusive packages may be covered by the ATOL scheme. ATOL (Air Travel Organiser’s Licence) protects you if the travel company ceases trading while you are abroad or before your trip begins.
As a member of the Travel Trust Association (TTA), all customer payments are held in a designated trust account managed by an independent trustee. This ensures that your money is protected and available to pay for your travel arrangements. Additionally, in the event of our insolvency due to fraud or dishonesty, the TTA Guarantee will reimburse any financial loss up to £11,000 per passenger. For more details on the TTA Guarantee, please visit http://www.traveltrust.co.uk/guarantee.
We are also ATOL protected (Air Travel Organiser's Licence), which means when you buy an ATOL protected flight or flight inclusive package 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, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). 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, or the suppliers identified on your ATOL certificate, 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.
All the flights and flight-inclusive holidays on this website  are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk
Some of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. This brochure shows you the protection that applies in the case of each holiday and travel service offered. This website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk.
Please Note: Group flight bookings, due to technical limitations, are not covered by ATOL protection. However, individual flight bookings are ATOL protected. In the case that a booking does not fall under ATOL protection, the TTA still provides full financial protection for all other package elements except flights.
For more information on ATOL and financial protection, visit: [www.atol.org.uk/ATOLCertificates](http://www.atol.org.uk/ATOLCertificates)
Our affiliation with the Travel Trust Association (TTA) includes the provision of Standalone Supplier Failure Insurance (SSFI) and the TTA Guarantee, collectively ensuring a comprehensive level of financial protection for our clients, in line with some of the highest standards within the travel industry.
 
Booking
All bookings are subject to availability at the time of booking.
Be aware that you have entered into a legally binding agreement to purchase these Travel Arrangements/Services subject to the Supplier/Principal(s)’s terms and conditions when made a booking by paying your arrangements.
You will receive a confirmation receipt/invoice from us after making your payment, with details of your remaining payment plan if applicable. You are liable to pay the outstanding balance by the relevant payment date.
Please advise us immediately in the case of any error or amendments required (lead traveller acts as responsible person for the whole group under the same booking). Please also ensure that the traveller names given are the same as noted within their relevant passports. Please note that we are not liable if any of the information you have provided to us is missing or incorrect.
The lead traveller must be over 18 years. Travellers under 18 years of age will only be accepted with an accompanying adult.
 
Group Bookings
To be considered a group booking, a lead traveller must be designated to handle all booking requirements on behalf of the group. All standard booking terms apply. For bookings with multiple travellers, the lead traveller is responsible for all passengers in the booking.
 
Final Travel Information
Once your booking is confirmed and payment is received, you will receive a booking confirmation detailing your accommodation and payment summary.
Approximately 3 to 4 weeks before departure, we will send you a final information pack including useful tips about your destination, resort, weather, customs, and other helpful travel advice to ensure you are fully prepared for your trip.
Please review this information carefully and contact us if you have any questions or need further assistance. If you wish to extend your stay, we are happy to help with additional nights, flight bookings, or airport transfers.
 
Special Requests
Special requests in any form must be advised at the time of the booking. Although we do everything in our power, special requests will be noted but cannot be confirmed or guaranteed. PSO will, however, treat all requests with priority and make every reasonable effort to accommodate them.
 
Payments
A deposit is required for all bookings made more than 12 weeks before departure. This is typically £350 or 30% of the total amount. The balance is due 12 weeks before the departure date, unless otherwise stated. If you’ve received a discounted offer, full payment must be made at the time of booking.
In the event that flight tickets are purchased, they must be paid for immediately and are non-refundable. All deposit payments are also non-refundable and non-transferable.
Early booking discounts or special offers are only valid with payment of the full amount at the time of booking. Where cancellation occurs 84 days or more from the start date the deposit sum will be retained by Us. Where full payment has been made at the time of booking the ‘notional’ sum of the deposit to be retained in the event of cancellation will be £350.
If you choose to pay by monthly instalments, you have a legal duty to pay each instalment on the payment due date specified in your booking confirmation. Should we be unable to collect a payment from you on the date on which it is due, we will contact you to enable you to make payment or let us know immediately if you can’t pay in time and/or want to make changes to your payment date. We will make every effort to help with your payments. If you don’t contact us before the said date and we are unable to contact you or to collect payment within a reasonable timeframe, we reserve the right to cancel the whole booking with the same booking number without any notice or compensation. We reserve the right to hold the deposit and to invoice you for possible cancellation fees by the Supplier/Principal(s) or any additional loss.
 
Amendment or Cancellations by You
If you need to amend your booking, you must inform us in writing. Every minor amendment can result in an administration fee of £20. Major amendments are subject to the nature of the amendment and can result in a fee in accordance with the terms and conditions of the Supplier/Principal(s) of your Travel Arrangements. We will do our utmost to assist you and keep the costs as low as possible for you and will confirm the exact charges in each case.
If you need to cancel your Travel Arrangements, you must inform us in writing. A cancellation fee may apply according to the Supplier/Principal(s)’s terms and conditions. We will confirm the exact charges at the time of your cancellation. You may then have alternative options to choose from to cancel your booking without losing your deposit.
 
You may:
1. Re-book to another date
2. Receive a credit note for the full amount
3. Get refunded according to the cancellation rules mentioned below:
 
Cancellation Charges (before start date of holiday):
- 84 days or more before departure: Lose deposit
- 83 to 29 days before departure: 50% cancellation fee
- 28 to 15 days before departure: 90% cancellation fee
- 14 days or fewer (including no-shows/early departures):  100% cancellation fee
The “start date” is the first day of the whole period booked.
 
Amendment or Cancellations by Us
In the event we need to amend or cancel any of your booking arrangements, we will inform you immediately. We will do our utmost to provide alternative arrangements. We will liaise between you and the Supplier/Principal(s) to offer alternative travel arrangements but will have no further liability to you.
We may need to cancel your booking if we can’t reach the minimum number of participants or because of any unavoidable event over which we have no control, even where we have taken all necessary steps to avoid the event.
If we are able to offer you an alternative, you must confirm to us in writing that you choose to accept the offer.
In the case of cancellation, you may choose to:
- Join one of our trips on another date.
- Receive a credit note in the full amount.
- Receive a full refund within 15 working days.
 
We will do our best to inform you immediately in the event of minor changes and will amend your booking accordingly in such cases. However, compensation will not be provided.
 
Insurance
We strongly recommend adequate travel and/or sports insurance for oversea travel. Your policy should cover travel risks covering, but not limited to, cancellations of any part of the travel service, loss of baggage, loss, damage, death and illness and sport injuries (including all kind of extreme sport, diving and adventures) which covers medical treatments and expenses abroad. To be eligible to book a holiday with PSO, travellers MUST accept these risks and assume full responsibility for any loss, injury, theft, death or damage to them, their party, their family or their dependents arising in connection with their participation, or the participation of their family, on the holiday. It is the traveller’s responsibility to have their own insurance appropriate to their needs and the needs of their party, their family or dependents in respect of loss, accident, illness, injury, death, loss of money and damage. Please ensure you also take out an insurance policy to cover you and all members of your party against any Covid-19 issues and the cost of cancellation by you; any cost in relation to repatriation in the event of death, accident or illness; loss of material belongings and other possible expenses. PSO nor the Supplier/Principal(s) cannot be held responsible for any damage or loss if you travel without adequate insurance cover.
 
PSO may suggest an insurer; however, it is your responsibility to ensure the policy meets your requirements. PSO cannot be held liable for the terms of the insurance policy.
 
Force Majeure
PSO and/or all Supplier/Principal(s) cannot be held liable for any loss, delay, damage or expense arising from the travel arrangements, or make refunds in the event of any changes arising from force majeure such as war, threat of war, riots, civil unrest, strikes, natural disasters, fire, technical problems with transportation, airport closures, quarantine, epidemics, pandemics, weather conditions, government action, or other events beyond our control. However, we will take every step to notify you promptly and may offer alternative arrangements, depending on the nature of the force majeure.
 
Excluding a Participant from Our Service
We reserve the right to reject any applicant from participating in our services without prior notice. Additionally, we reserve the right to exclude any participant from our services without being held responsible for any costs incurred, including return arrangements. Reasons for exclusion can include, but are not limited to, breaking the rules of the travelling group, causing distress to group members, delaying group activities, damaging property of group members or Supplier/Principal(s), misbehaviour, being under the influence of drugs or alcohol, and displaying racist or sexist behaviour. PSO is not responsible for an individual’s behaviour and will not accept any liability for loss or damage caused by any participant to others.
Travellers are responsible for informing us of any medical, drug, or alcohol-related conditions prior to departure. PSO cannot be held responsible for consequences arising from unreported or misrepresented information.
 
Advertising Materials
Our advertising materials such as brochures, catalogues, flyers, and social media posts are based on information available at the time of publication. Occasionally, some information may change after publication. Where such changes are necessary, we will endeavour to update our website description and reservations system as soon as possible and notify you promptly.
By participating in our holidays, you acknowledge and agree that PSO may capture photographs or video footage during activities, group sessions, or events for marketing and promotional purposes. This may include both individual and group imagery. If you do not wish to appear in any such materials, it is your responsibility to notify us in writing prior to your trip. In the absence of such notification, PSO accepts no liability for the use of your image or likeness in marketing content.
 
Coaching Programme & Coaches
You will receive coaching from a qualified professional, which may include an LTA-licensed or internationally accredited tennis coach, an IPTPA-certified or equivalently recognised pickleball coach, or an LTA-accredited or internationally certified padel coach. Coaching schedules and assigned coaches are subject to change due to unforeseen circumstances. PSO will make every effort to provide a suitable and qualified alternative.
Please note that coaches and supporting staff are contracted professionals and not employees of PSO Travel. Any personal matters or grievances should be addressed directly with the individual concerned. However, PSO will be happy to assist by providing contact details where appropriate.
Participation in our coaching programme is only permitted for guests who book their package directly with PSO Travel. We are unable to accommodate participants who stay at the resort but book outside our package.
 
Sport Activities
As most sporting activities are conducted outdoors, there is a possibility that sessions may be cancelled due to adverse weather conditions. While PSO and/or the Supplier/Principal(s) will make every reasonable effort to provide suitable alternatives or reschedule such activities, no guarantees can be made. PSO and/or the Supplier/Principal(s) cannot be held liable for any cancellations resulting from weather-related disruptions.
All participants should be aware of and accept the potential for cancellations or schedule changes due to weather or safety concerns. PSO and/or the Supplier/Principal(s) also reserve the right to cancel or modify any sporting activity due to health and safety considerations, regardless of the cause.

Excursions
In the event you want to attend an excursion, PSO may liaise with the Supplier/Principal(s) on your behalf. For all excursions, events or any other services booked on your holiday, your contract will be with the Supplier/Principal(s) and not with “PSO”. PSO cannot be held responsible of the quality or any complaints of the service.
If you book an excursion while on holiday, PSO will liaise with the Supplier/Principal on your behalf. However, any contract for excursions, events, or external services is between you and the third-party provider. PSO assumes no responsibility for the quality, outcomes, consequences or any complaints arising from the service provided by the third party.
 
Travel Documents
We can assist you with general information about passport and visa requirements for your trip, but it is your responsibility to check and fulfil the passport, visa, health and immigration requirements of the country you are planning to visit for your own specific circumstances. You should confirm these with the relevant Embassies and/or Consulates in good time before departure, as these may change from time to time.
Neither we nor any Supplier/Principal(s) accept any responsibility if you cannot travel or if any delays or expenses incurred because you have failed to comply with any passport, visa or immigration requirements.
Most countries now require passports to be valid for at least 6 months after your return date, so check your passport’s expiry date. You should make sure to have enough empty pages for stamps. If you are not a British passport holder you should also check whether you need a visa.
 
Health & Safety Overseas
Health and safety standards abroad may differ from those in the UK. We strongly encourage all customers to take personal responsibility for their safety by reviewing destination-specific travel guidance available at [www.gov.uk](https://www.gov.uk/foreign-travel-advice), and by taking appropriate precautions throughout their stay.
 
Complaints
Whilst we strive to ensure that you are happy and satisfied with our services, there may be some occasions whereby you are dissatisfied with us or our services. To give us the opportunity to correct the matter, please immediately report any concerns to us in the first instance in order that we may attempt to rectify them immediately. We can then attempt to resolve the problem ourselves or by contact with the Supplier/Principal(s). You can report any such concern by contacting your host whilst on holiday, or in writing by emailing info@polats.co.uk. If you fail to follow this procedure and to notify us of any issues as they arise, you will not be entitled to compensation.
 
If we can’t help with the problem or if you remain unsatisfied, you can complain to the same email address no later than 28 days after your date of return, whereby we will endeavour to assist in our capacity as an agent by liaising with the Supplier/Principal(s) on your behalf.
We cannot accept any liability for any claim received outside this period.