Terms & conditions of the Zen & Flex guarantee

Here, you can find all the detailed conditions of the Zen & Flex guarantee in the form of a Q&A.

• How do I know if my booking is covered by the Zen & Flex guarantee?

   

All bookings confirmed for holidays to take place in 2021 will benefit from the Zen & Flex guarantee, free of charge, without the need to specifically request it.

• What are the conditions that trigger the Zen & Flex guarantee?

The Zen & Flex guarantee covers the inability to take advantage of a holiday for the "collective" reasons associated with the Covid-19 health crisis. Here are the cases covered by the guarantee:

• Your destination campsite is not accessible for reasons relating to COVID-19 on the dates of your holiday.
• You live in a region where travel restrictions associated with COVID-19 on the dates of your holiday prevent you from reaching your destination.
• The borders between your region of origin and your destination campsite are closed due to COVID-19 on the dates of your holiday.
• The region in which your campsite is located has imposed a mandatory requirement to self-isolate when you first arrive.

If you fulfil one of the conditions required to trigger the Zen & Flex guarantee, you can cancel your holiday right up to your day of arrival.

• What is the difference between the Zen & Flex guarantee and the Cancellation insurance that is offered? 

These two services are complementary. The Cancellation insurance, covers the cases associated with COVID-19 listed above. The cancellation insurance covers other, duly substantiated, personal or professional reasons that may oblige you to cancel / amend / interrupt your holiday.

• Am I covered by the Zen & Flex guarantee if I want to cancel my holiday for reasons of personal convenience?

For any cancellation for reasons of personal convenience (including change of planned holiday or cancellation of holiday dates), the Zen & Flex guarantee cannot be applied. By default, our General Rental Conditions will apply. If you have taken out cancellation insurance, it may claimed against if your reason for cancellation corresponds to one of the cases provided for in the contract.

• My circumstances match one of the cases covered by the Zen & Flex guarantee, how do I request a refund?

All requests must be made in writing (email or post) and must provide appropriate supporting documents (containment decision by the public authorities, etc…).

• What expenses are covered by the Zen & Flex Guarantee?

If you want to cancel your booking and you are requesting a credit note, the amount of this credit note will be equivalent to all the sums received by Homair Vacances, with the exclusion of the amount received from any cancellation insurance that you may have taken out.

If you want to cancel your booking and you are requesting a refund, the amount of this refund will be equivalent to all the sums received by Homair Vacances, less the administration fees and with the exclusion of the amount received from any cancellation insurance that you may have taken out.

If you wish to amend your booking (type of mobile home, holiday date or location) and the amount for the new holiday is greater than the sums already received by Homair Vacances, you will be required to pay the additional amount. If, on the other hand, the amount for the new holiday is less than the sums already received by Homair Vacances, you will be able to choose between a credit note or a refund of the excess amount.

If your booking had been paid, either in full or in part, using a credit note, please note that the credit note balance used cannot be refunded, but will rather be converted into another credit note.

• Will I be reimbursed through the Zen & Flex Guarantee if I cancel my stay because the conditions of access to certain activities and/or facilities of the campsite do not suit me (e.g: presenting a health pass, capacity)?

The Zen & Flex Guarantee covers the impossibility to enjoy a stay for "collective" reasons related to the public health crisis.

The creation of a health pass is a personal matter, subject to the individual organisation of each customer. Consequently, if the campsite's facilities and services are open and accessible, including on presentation of a sanitary pass, the collective Zen & Flex Guarantee cannot be applied.

If you wish to cancel your stay for personal reasons, our Terms and Conditions will apply.