Terms & Conditions

These Terms & Conditions ("Terms") form a legally binding agreement between you ("you", "the customer", "the cardholder") and Travelopedia Ltd, trading as Groovy Holidays ("we", "us", "our", "the Company"), registered at 7 Mackenzie Street, Second Floor, Slough, SL1 1XQ, and govern your use of this website and any booking, quote, payment or communication made through it. By browsing this site, requesting a quote, making a payment or confirming a booking, you confirm that you have read, understood and accepted these Terms in full, together with our Booking Conditions, Refund Policy, Privacy Policy and ATOL Protection notice. Nothing in these Terms limits or excludes any statutory right you hold as a consumer under the Consumer Rights Act 2015, the Package Travel and Linked Travel Arrangements Regulations 2018, or any other applicable UK legislation.

1. Who we are and our role

Groovy Holidays is an online travel agent operated by Travelopedia Ltd, registered at 7 Mackenzie Street, Second Floor, Slough, SL1 1XQ and holding ATOL number 11087. Depending on what you book, we act either as an agent arranging services on behalf of a third-party supplier (airline, hotelier, tour operator, cruise line, transfer provider) or, where we combine two or more travel services into a single package, as the organiser of that package under the Package Travel and Linked Travel Arrangements Regulations 2018. The specific capacity in which we act is confirmed on your booking confirmation and invoice.

2. Payment authorisation and cardholder responsibility

When you submit payment details for a booking, you confirm and warrant that:

• you are the authorised holder of the card or payment method used, or have the account holder's express permission to use it;
• you have reviewed the order summary, itinerary, dates, traveller names and total price before authorising payment;
• you understand and accept the cancellation charges, deposit terms and non-refundable elements set out in our Booking Conditions before the payment is taken;
• the descriptor that will appear on your bank or card statement may show as "Travelopedia Ltd" rather than "Groovy Holidays", and will be confirmed at checkout and in your confirmation email, so that the charge is recognisable when reconciling your statement; and
• your payment authorisation covers the full price of the booking, including any balance payments, amendment fees or supplier-imposed surcharges you separately agree to during the life of the booking.

We record the date, time, IP address, device information and confirmation timestamp of every payment authorisation, together with a copy of the itinerary and Terms presented to you at the point of sale. This information is retained for the purpose of verifying transactions, preventing fraud, and — where necessary — responding to a payment dispute (see clause 4).

3. Before you contact your bank: our complaints process

We want to resolve any problem with your booking directly and quickly, without the delay, cost and uncertainty of a card dispute. If you are unhappy with a charge, a cancellation, a change to your holiday or anything else relating to your booking, you agree to raise it with our Customer Support team first, using the contact details on our Contact Us page, before contacting your card issuer or bank to initiate a chargeback, dispute or reversal.

We aim to acknowledge every complaint within 2 business days and to provide a substantive response, resolution or explanation within 14 calendar days. Where your complaint concerns a third-party supplier (an airline, hotel or tour operator), we may require additional time to obtain information from that supplier, and we will keep you updated on progress.

Going directly to your bank without giving us the opportunity to investigate and respond does not entitle you to a faster or more favourable outcome — it simply means the first evidence your bank or card scheme sees may be incomplete. We treat a chargeback filed before our complaints process has been exhausted as a matter we will actively and fully contest (see clause 4), without prejudice to any refund you may still be separately entitled to under our Refund Policy or applicable law.

4. Chargebacks and payment disputes

A chargeback is a reversal of a card payment initiated through your bank rather than through us, and is intended by the card schemes (Visa, Mastercard, Amex and others) to address fraud and genuine merchant error — not as an alternative to a refund policy, a cancellation charge, or a service you have already received or used. Where a booking has been delivered in line with the confirmation you received, our published Terms and our Booking Conditions, a chargeback is not an appropriate remedy and we will treat it as such.

Where a chargeback or payment dispute is raised on a transaction that we consider valid, we will:

• submit representment evidence to the card issuer, which may include your booking confirmation, signed or accepted Terms, IP address and device data captured at checkout, itinerary and service confirmation, delivery/usage evidence (e.g. check-in, flight usage, e-ticket redemption), prior correspondence, and refund policy acknowledgment;
• apply a chargeback administration fee to cover the investigation and representment costs we incur, currently £35 per disputed transaction, plus any fee charged to us by our payment processor or acquiring bank in relation to that dispute;
• suspend or cancel any unused portion of a booking connected to the disputed payment while the dispute is investigated, to prevent services being consumed without payment; and
• where a chargeback is upheld by the card scheme but we consider it to have been made in bad faith, without merit, or in breach of these Terms, pursue recovery of the disputed amount, the chargeback fee and reasonable collection or legal costs through invoicing, a debt collection agency, or the small claims court.

Repeated or unfounded chargebacks, or a chargeback raised without first contacting us as required by clause 3, may result in your account being suspended, future bookings being declined, and the matter being reported to fraud-prevention and card-scheme databases used across the travel industry.

None of the above prevents you from raising a genuine dispute where we have made an error, failed to deliver a service you paid for, or where you are otherwise entitled to a refund under law or under our own policies — in those cases we will resolve the matter directly and a chargeback should not be necessary.

5. Pricing, availability and errors

Prices are shown in GBP and are correct at the time of display but may change before you complete payment due to currency movements, supplier repricing or availability changes. Where an obvious pricing or description error is identified before or shortly after booking, we reserve the right to correct it, notify you, and offer a full refund of any payment made if you no longer wish to proceed at the corrected price.

6. Website use and acceptable conduct

You agree not to misuse this website, including by attempting to make fraudulent bookings, using a payment card that is not your own without authorisation, scraping or copying our content, or interfering with the site's operation or security. We may suspend or terminate access for any account or booking associated with suspected fraud or misuse pending investigation.

7. Limitation of liability

Where we act as agent, our liability is limited to losses arising from our own negligence in arranging your booking; the relevant supplier remains responsible for the travel service itself. Where we act as package organiser, our liability is governed by the Package Travel and Linked Travel Arrangements Regulations 2018. Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded by law.

8. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Both you and we agree that, before pursuing any formal dispute resolution (including a payment scheme chargeback, court proceedings, or ADR scheme complaint), the complaints process in clause 3 will first be followed. Subject to that, the courts of England and Wales have exclusive jurisdiction over any dispute arising from these Terms, save that if you are a consumer resident elsewhere in the UK you may also bring proceedings in your local courts.

9. Changes to these Terms

We may update these Terms from time to time to reflect changes in our services or the law. The version in force at the time you make a booking will apply to that booking. Material changes will be highlighted on this page with an updated revision date.

10. Contact

Questions about these Terms should be sent to our team via the Contact Us page before any payment dispute is raised with your bank.