Terms & Conditions (“Terms”)
Last updated: 1st August 2020
1. Payment Policy
3. Your Ace Working Holiday Package
4. 28 Day Package
5. Apartment Package
6. Behaviour Within the Accommodation
7. Inappropriate Behaviour
9. Welcome Pack
10. Events package
11. Summer Reunion Event
12. Travel Arrangements
13. Airport Transfer
14. Ace Working Holidays Team
15. Covid-19 Cover
17. Health Care & Insurance
19. Circumstances Beyond Our Control
20. Notification of changes
21. Visas and work permits
Please read these Terms and Conditions (“Terms”, “Terms and Conditions”) carefully before using the www.aceworkingholidays.com website and setting up a payment plan for any accommodation package (the “Service”) offered by Ace Working Holidays Ltd (“us”, “we”, or “our”).
Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all users of the Service.
By using the Service, you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.
By securing a place with Ace Working Holidays, a payment plan will be automatically generated to pay off your working holiday package. The first payment will be due one month from the date of you securing your place and each month thereafter, across a maximum of 8 months.
If this pay date is unsuitable for you, it is important that you let us know at the earliest opportunity to ensure that your payments are kept on track and that your place remains secured. To change your payment date, you must contact us no less than 72 hours before your payment is due. You can contact our Account Manager directly via Facebook or by emailing info@AceWorkingHolidays.com. Please note that it is your responsibility to ensure that any changes to the payment dates have been made by receiving written confirmation. If a payment has been processed and you did not receive confirmation that your pay date was changed we will be unable to offer any refund and the payment must remain on your account.
All packages must be paid for, no later than 2 weeks before your arrival date. Should you have an active application and there be an outstanding balance on your account within 14 days of your arrival, we will attempt to process the entire outstanding amount to ensure that payment is completed before your arrival.
If a payment is missed or fails for any reason, we will retry that payment every 3 days up to a maximum of 3 attempts. After which your booking with us will be cancelled and you may be charged an admin fee of £25 to reinstate your place.
If you need to change your arrival date, accommodation package or resort for any reason you can request this change via the amendments section on your Ace Working Holidays website dashboard for an admin to review. These changes are subject to availability & you will receive e-mail confirmation once your request has either been accepted or denied. We ask that any changes are requested no later than two months before your scheduled arrival date.
There is an admin fee of £25 per amendment which is in most cases added to your total package price but can in some cases be requested before an amendment can be accepted.
Please note that if the Amendment section is unavailable you may not be able to request a change and would need to arrive on the arrival date shown on your account Dashboard.
It’s essential to know exactly what it is you are paying for before securing your place with us as we cannot and will not take any responsibility for your lack of due diligence. We supply working holidays for Magaluf, Ibiza, Zante, Ayia Napa, Kavos, Zante, Malia & Tenerife.
We work carefully with trusted accommodation suppliers to provide you with accommodation that meets our standards and criteria.
In most cases you will be required to pay a deposit on arrival of between €50 & €150. This is usually refundable and you will have to give notice (typically 1-2weeks) to get the deposit back. This will also be explained in the arrivals group chat & again upon arrival during check-in.
On departing from the hotel/apartment please ensure your apartment is clean and in the condition that you found it when you arrived or your deposit may be affected. If there are major breakages or damage arising from your stay please understand that the accommodation provider is within their rights to withhold all/some of your deposit and may request additional payments to cover these costs.
Your room deposit will need to be reclaimed on the day you check out of the hotel/apartment. If you fail to do this it is highly likely it will result in the loss of your deposit.
Please ensure you pay your deposit to the landlord, Ace Working Holidays rep, or hotel reception ONLY and to no other person. We can take no responsibility for any rent or deposit paid to anyone else but the landlord, Ace Working Holidays rep, or a member of the hotel staff.
Bills such as WIFI, electricity and water are usually included, however in some resorts & certain accommodation there may be extra charges. This will be explained in the arrivals group chat and the online reps will make every effort to describe as accurately as possible if this is the case for your specific resort/accommodation when handling your queries. Additional services such as extra room keys (due to loss), gas bottles, air conditioning, laundry costs & personal expenses such as food, drinks etc. will also be an extra charge not included in the accommodation package.
With both accommodation packages mentioned below it is important to respect the other housemates and the household as a whole and failure to follow the apartment rules set out in the arrivals group chat can result in eviction without deposit.
Where possible the rep and/or landlord will give verbal/written warnings before considering eviction however in certain circumstances deemed unacceptable or dangerous such as but not limited to serious damage, theft, fighting or general anti-social behaviour the rep/landlord can and will exercise his right to immediately evict the individual.
Due to the limited number of 28 Day Package spaces and the fact these are paid for in advance it can be more difficult to find alternative accommodation for any individual that finds themselves falling out with their housemates. We suggest respecting the others you live with to maintain a healthy & friendly atmosphere within the accommodation as this will greatly increase the chances of all the housemates staying the full duration and enjoying the experience.
It is your responsibility to find further accommodation after the 28 days however the reps in the resort will do everything they can to assist and help you find something before your 28 days are up, providing you let them know well in advance (preferably in writing) that you plan to stay on after the 28days.
With this package, you will move straight into a worker’s apartment with other workers. Where possible we try to keep all Ace Workers together however those arriving July & after may be placed in accommodation with other workers if there isn’t availability with Ace Workers. We also try to consolidate the earlier arrivals to make space for the new arrivals to share together as they are in a different stage of their working holidays and in our experience, this is the best practice. This of course isn’t always possible as it’s reliant on available spaces and it isn’t always possible for all new arrivals to share together or to go into an empty apartment. It is therefore worth remembering that you may be asked to move or may have other workers move into empty spaces in your apartment as part of this consolidating process & we ask that you cooperate in order to make this job easier for the rep. You may be asked to bring your apartment up to a satisfactory living standard if it isn’t already as we can’t move a new arrival into another individual’s mess. This of course sometimes cannot be avoided due to the fact that we are dealing with young individuals often still learning basic domestic practices. Failure to co-operate during this consolidating process may result in charges for a cleaner & in extreme cases eviction without deposit.
Each hotel/apartment is now obligated to give you a full list of rules and what is deemed unacceptable from guests on arrival. We do not want you to feel like you are back at school but a certain level of respect and behaviour is expected. Obviously, it’s difficult to predict how strict the hotel management/landlord will be with noise levels after dark and bringing other guests back who are not residing in the hotel/apartment. We always recommend you ask your rep on arrival as to what noise levels and certain ‘no-noes’ are set in place at the hotel/apartment. Many hotels will have several hundred other guests staying in the hotel at the same time as you so if you persistently break these rules, they can exercise the right to have you evicted from the hotel permanently. We can accept no responsibility for this, nor will they be held responsible for supplying your alternative accommodation at their expense.
The ongoing relations with our hoteliers, contractors, suppliers, and most importantly our Ace Workers is of the utmost importance to us. In this instance, if we find the behaviour of any individual or group is causing offense, danger, damage or distress and damaging our reputation and the enjoyment and safety of other guests we reserve the right at all times to cancel or terminate the booking and in severe cases, this will result in eviction. If this situation arises, our responsibility and ultimately our contract to those at fault will be terminated with immediate effect. The company will be under no obligation to cover expenses incurred and will not consider or accept any claims for compensation, refunds, deposits, or reimbursements of any lost hotel or apartment accommodation.
With the Apartment Package there is also an 8 week minimum stay due to the fact that this is a long-term package. If you move out before 8 weeks you will lose your deposit. If you don’t think you will be staying a minimum of 8 weeks, we recommend you book the 28 Day Package as that is the short-term package & there is no minimum stay. After the initial 8 weeks if you decide to leave you must give 2 weeks’ notice in writing to the landlord, find someone to take your place in the accommodation & the apartment must be in the same condition as it was when you moved in. If for any reason you can’t find someone to take your place in the accommodation you will be entitled to half the deposit back but the apartment must be the same condition it was when you moved in & you must still give 2 weeks’ notice in writing to the landlord (this applies to both 28 Day Package & Apartment Package).
Inside your Ace Working Holidays welcome pack, you will find your Ace Working Holidays T-shirt & Ace Workers discount wristband. Your Ace Working Holidays welcome pack will be sent out in the post when £69 or more of the total package price has been paid off. The welcome packs are dispatched from the UK in batches usually within 7 days of the previous batch. Therefore, it may take up to 14 days to arrive. We can’t be held responsible for undelivered welcome packs however we endeavour to resend at our discretion any packs we believe could have been lost in transit. We do not currently deliver outside of UK. Anyone booking from a country outside of the UK should contact a rep to arrange for their welcome pack to be made available on arrival in the resort. If in the unlikely event that there is any item(s) missing from the welcome pack or once delivered any item(s) are later lost or damaged, they too will be made available to collect in the resort.
Our first priority is for you all to settle into the resort, let your hair down, and absorb everything that your working holiday in the sun has to offer. We cannot stress the importance of you all feeling comfortable in your new surroundings and making new friends that will quickly turn to family when you arrive. This is why we always organize different events and meetups. We try to plan around the arrival dates a host of activities such as beach rounders, bar crawls, pool parties and boat parties however different events work better at the start of the summer and some when the resorts get busier so you may not get to do all the events.
The reps in each resort will use their knowledge and connections to put together the best events package for the best price and offer it to all new arrivals in the arrivals chat. Whilst we always endeavour to make these events free, some small costs to cover areas such as all-inclusive bars and meals are not included in the price and will be subject to availability at the rep’s discretion. These are however on a non-profit basis and we promise to keep these down to the bare minimum. You will always be advised of any costs prior to the event so there are no nasty hidden extras to be concerned over. These events packages are of course optional and you can simply refuse if you just want to do your own thing or want to secure work before spending money on events etc.
Even as government regulations are gradually lifted in the coming weeks, many public events may still be negatively affected by COVID-19.
Before postponing, rescheduling or cancelling an event because of COVID-19, all parties should promptly analyse their rights and obligations under relevant material agreements.
In the event that The Big Summer Reunion is unable to go ahead as planned the ticket purchaser will have the right, within 12 months of the originally scheduled event, to attend the rescheduled event or to exchange the ticket for a comparable ticket to a similar event.
Due to circumstances beyond our control relating to Covid-19 restrictions, event tickets are strictly non-refundable.
Flights are obviously a huge part of your travel plan. We are not liable for any travel arrangements or cost for your flight to your summer resort. We will not be held liable for any changes/delays or cancellations for your flights. The flight company with which you booked should be contacted as your contract is with them. We will do everything we can to assist you in this instance and help rearrange your airport transfer into resort.
Flights home and transfers back to the airport are also not our responsibility. Again, we will assist in helping you book a flight if needed and can help arrange travel to the airport but this is not paid for by us as a company and you should budget your final weeks in resort accordingly to allow for return flights and transfers.
You will be responsible for organizing your own transfers to the resort, however, our online reps will be available to assist you if required. Along with the other new workers you will be given clear instructions in the arrivals group chat on how to find your rep at the meeting point on arrival. Your rep will then welcome you all into the resort and explain the plan for the night ahead before taking you all to your accommodation to check-in. In the unlikely event that something comes up that prevents your rep from being at the scheduled meeting point, you may be asked to wait patiently whilst we make alternative arrangements.
Ace Working holidays prides itself on having the best reps in the business. From those at the end of the phone dealing with any inquiries, you may have to our friendly, committed, and enthusiastic reps in resort guiding you through your summer! We are always on hand to assist in any way we can, but to provide this service and monitor that we are reaching the peak of our training we will often record phone calls between our team and yourselves as part of our ongoing training.
To ensure that our members are protected, in the event their arrival date is cancelled due to government-imposed Covid-19 related travel restrictions we have introduced Covid Cover.
All our working holiday accommodation packages for the 2021 or 2022 season booked/reserved in January 2021 will benefit from Covid Cover as standard & at no extra cost.
Should your arrival date be confirmed as cancelled by our accommodation provider(s) you will receive a credit note for the full balance paid towards your existing working holiday. This can be redeemed against a new working holiday package for the same or following season (subject to availability).
If you reside in a country/region and due to local travel restrictions you are unable to attend your arrival, you will also be eligible to receive a credit note.
Please note: Covid Cover applies only where it would be impossible for you to arrive on your scheduled arrival date. We will not be held accountable if you choose not to travel where the option is available. The option to offer a credit note is at the discretion of Ace Working Holidays.
If for any reason you are no longer able to attend or you decide you no longer want to it is important to let one of the reps know as soon as conveniently possible. If you have paid £69 or more of the total package price you may have the option to carry your place over to the following summer along with any funds paid after the initial £69. The decision to allow your place to be carried over will be at our discretion and any such requests MUST be made at least 3 months before your arrival date.
Please note that due to commitments to our accommodation partners we cannot offer any refunds on payments made towards your package once the terms and conditions have been accepted, except in cases where a mistake has been made on our part or for duplicate payments.
A booking cancellation can be made at any time via the website Dashboard under the My Package section by clicking “Cancel My Place” and following the instructions.
If you have secured your place and decide to cancel for any reason you will be liable for a cancellation fee of up to £69, this cancellation fee can be charged to your account at any time after the cancellation request without prior notice.
This fee goes some way to cover admin and rep costs and if you have paid off £69 or more of your total package price you will not be liable to pay any cancellation fee.
It is absolutely essential you take this out before you come away with Ace Working Holidays. Cheap travel and health insurance can be found from as little as £50 from comparison websites and is offered by many banks as part of their “pay monthly accounts”. Anybody from a European member state is afforded some cover by their European Health Insurance Card (EHIC) although we would still advise booking separate travel insurance. Ace Working Holidays will not be held liable for any costs incurred for medical expenses resulting in an accident, illness, or injury sustained during your trip. Please ensure you have adequate cover.
As a company, it is our job to help you organize interviews and work trials and we do this by working with the bars and clubs & event companies to put together recruitment days. However, in return we need you to approach these trials on time, presentably, with enthusiasm & without the need for a rep to accompany you. Just the same as you would when attending a job interview/ trial back home. We have been building good working relationships with managers in resort for many years & for this reason, they often come to us when looking for staff, but if you turn up thinking working abroad is one big holiday then it’s highly unlikely you will get the position or keep that position for very long. Our experience has helped over ninety percent of our members find a job and we find that the remaining ten percent didn’t get work because they approached it with the wrong attitude.
So, show some dedication and the right attitude and you will be fine. We cannot guarantee you will get every job you apply for or express an interest in, as you need to have the right characteristics, willingness to learn, and social set to land certain roles, but we trust your judgment that by applying to work abroad you have these attributes in abundance.
We are unable to help you with regard to any employment issues once you have accepted a job. Any complaints regarding your employer, fellow workers, or workplace should be taken up with your employer. Any complaints including those regarding being mistreated, wages payment complaints, unfair dismissal, and harassment complaints should be taken up with your employer or an employment lawyer. The reps are there to offer guidance and advice but it is down to the individual and their employer to resolve any disputes. Therefore, complaints about the workplace will not be taken further by us and you will be told to seek independent legal advice, for which we can assist if necessary.
As per our terms and conditions we will not pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if we have to change your package after booking, or we, or our suppliers, cannot supply your package, or you suffer any loss or damage of any description, as a result of circumstances beyond our control. When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include but are not limited to, war, terrorist activity, civil unrest, health crisis’, industrial dispute, bad weather (actual or threatened) and significant building work outside your accommodation, which is not known to us in advance of your departure date and building work from a third party (such as resort development).
You understand that if the authorities or council decide to close the club, bar or venue where you work that we cannot be held responsible for the council or authorities’ decision.
21. Visas and work permits
If you are an EU national and/or hold a passport issued in an EU country you will likely not need to concern yourself with a work permit/visa however we would always advise you to check this prior to travel. If you are not an EU national you may not have the right to work and you could be required to obtain a working permit or visa rather than a tourist visa. Where possible we will assist and advise you however ultimately you are responsible for obtaining the appropriate documents and we cannot be held responsible if you are unable to work due to not having the correct documentation.