Refund Policy

This Refund Policy explains when you are entitled to a refund, how it is calculated, and how to request one. It works alongside our Booking Conditions and Terms & Conditions, which take precedence on cancellation charges.

1. When a refund is due

• We or a supplier cancel your booking and cannot offer a suitable alternative.
• A major change is made to your holiday (see Booking Conditions, clause 4) and you choose not to travel.
• You cancel within a cooling-off period that applies to your specific product, where one is offered at checkout.
• We identify a genuine pricing or processing error and you no longer wish to proceed.
• A duplicate or unauthorised payment is confirmed as an error on our part.

Outside of these circumstances, cancellation by you is subject to the cancellation charges in our Booking Conditions, and any amount not covered by those charges (if any) is refunded; deposits and supplier-specific non-refundable amounts are not refunded.

2. How to request a refund

Refund requests must be made through our Contact Us page or by emailing our support team with your booking reference. We will confirm receipt within 2 business days and, once eligibility is confirmed, aim to process approved refunds within 14 business days to the original payment method. Where a supplier holds the funds directly (for example an airline or hotel), the timeframe may depend on that supplier's own processing time, and we will keep you updated.

3. Method of refund

Approved refunds are returned to the original card or payment method used for the booking wherever possible. We reserve the right to offer a credit note or rebooking option instead of a cash refund where this is permitted by the circumstances of the cancellation (for example, supplier-issued travel vouchers for cancellations caused by a force majeure event), and will explain the reason clearly if this applies to you.

4. Evidence used to assess a refund request

When we assess whether a refund is due, we review the original booking confirmation, the accepted Booking Conditions, payment records, any correspondence about the issue raised, and (where relevant) confirmation from the supplier of what happened. We keep this evidence on file for the life of the booking and for a reasonable period afterwards.

5. Relationship between refunds and chargebacks

If you believe you are entitled to a refund, please request it through the process above rather than through your bank. A chargeback filed for a situation already addressed by this policy — including a situation where a refund has already been correctly declined under our Booking Conditions, or where a refund has already been issued — is not an appropriate remedy, and we will contest it using the evidence described in clause 4 and in our Terms & Conditions, including recovery of any associated chargeback fee. This does not affect a refund you are genuinely owed: where our review confirms one is due, we will process it in line with this policy regardless of whether a dispute has also been raised.

6. Partial refunds

Where only part of a booking is affected (for example, one traveller cancelling from a multi-person booking, or one night of a multi-night stay), any refund due is calculated only against the affected portion, after applying the relevant cancellation charge to that portion.

7. Changes to this policy

We may update this Refund Policy from time to time; the version published at the time of your booking applies to that booking. Please check this page if you are unsure which version applies to you.