Cancellation and Refunds
1) If We Change Your Holiday
It is unlikely that we will have to amend your booking. Occasionally changes may be made which we reserve the right to do at any time. Most of these changes are minor and we will advise you at the earliest possible date. Flight timings and carriers set out in our publicity material are subject to change and all details given to you are for guidance only. Confirmed details will be as shown on your ticket. It is your responsibility to check all details on both the confirmation invoices and flight tickets for errors or anomalies.
Material Changes
Should a material change become necessary we will inform you as soon as reasonably possible. You may decide whether or not to accept the change although you must let us know by return. A material change is one made to your travel arrangements before departure involving change of departure or arrival airport (other than between airports within the same city airport system), outward or return flights being rescheduled by more than 12 hours. If we or our suppliers alter the airline, aircraft type operating your flight or routing this is not a material change and we will be under no obligation to notify you of any such change in advance. If you do not wish to accept a material change we will give you a full refund.
Accommodation
As we do not control the day to day management of your accommodation, it is possible that we may be advised that the reserved accommodation may not be suitable or available to you upon arrival in the resort. If this happens, we will make sure to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available then we will refund the difference of the brochure/web price between the accommodation booked and that available.
Important Note
We are not responsible for changes which arise as a result of situations outside of our control such as technical or maintenance problems with means of transportation, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, war or threat of war, civil strife, industrial disputes, natural disasters, bad weather or terrorist activity.
Late Bookings
Bookings received within 15 working days of departure constitute a late booking and may result in the booked accommodation being unavailable and a comparable substitute being provided. Right Holidays will always endeavour to inform you of any change prior to departure but reserve the right to inform you upon arrival at your destination airport.
2) If We Cancel Your Holiday
We reserve the right in any circumstance to cancel your holiday. If we have to cancel your holiday (other than for late or non-payment by you) we will offer you either (i) an alternative holiday of comparable type, though if the alternative offered is at additional cost, the difference will be payable by you and any `No Surcharge Guarantee` on the original booking will not apply or (ii) a full refund of all monies paid, in either case being the only recompense which will be due to you. We reserve the right at any time to terminate your holiday arrangements if any client or third party causes discomfort, disturbance, danger or annoyance to any other client or third party. We reserve the same right if any client seems unfit to travel due to the misuse of drugs or intoxicating liquor, or causes damage to property other than their own. Also if any client sublets, shares or changes his accommodation with anyone other than those shown on the booking form. In such cases our responsibility for the holiday including any return flight will cease. Full cancellation charges will then apply and no refund will be given. Furthermore we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of terminating your holiday in accordance with this provision.
3) If you change your travel arrangements
If you find it necessary to change your booking to another holiday or if you wish to amend your booking, we will make a minimum charge of £50.00 per person, plus any charges applicable by the airlines your flights are booked through and/or the accommodation supplier, for each change made. Any alterations to your travel arrangements notified by you less than ten weeks before departure date will be treated as a cancellation of your original booking. The new arrangements including name changes will be regarded as an entirely new booking. In each of the above a revised invoice will be sent showing the new details and as appropriate the amendment charges and any additional charges. Please note that all changes must be confirmed in writing by the lead passenger a minimum of 10 weeks prior to departure. Thereafter, except as provided by applicable law, cancellation charges, as outlined below, apply. If all names on a booking need to be changed, cancellation charges, as outlined below, apply as at least one name from an original booking must remain. It is not possible to amend from one season to another; cancellation charges, as outlined below, apply.
Some types of accommodation are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your holiday cost based on the new number of people travelling. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and is not covered by your travel insurance.
It is important that you check to make sure that the names, initials and titles on the confirmation and/or ATOL invoices match those in the corresponding passports otherwise the passengers concerned may not be permitted to travel and any applicable insurance will not be effective. Any errors concerning the booking must be notified to Right Holidays within 48 hours of the receipt of Confirmation Invoice. No responsibility will be accepted for costs arising from non notification of booking errors within this time limit.
Should you wish to change accommodation in the resort, a fee of £30 per booking, 3 days cancellation fee of the accommodation being vacated plus any additional costs will be chargeable prior to the move being facilitated. Travel costs between properties will be your own responsibility. Flight amendments in resort may be possible subject to availability. However, charter flights are non-exchangeable or cancellable. New flights may be purchased but existing flights will be forfeited and no refund made.
4) If you cancel your travel arrangements
If you wish to cancel a confirmed booking this must be done in writing by the lead passenger and/or the passenger who booked the holiday on behalf of the party. These instructions should be supplied to our administration department. We recommend that letters of cancellation are sent by recorded delivery post as none delivery may result in additional cancellation costs. Cancellation takes effect from the date we receive such a letter or fax or email. Proof of delivery does not constitute proof of receipt. Cancellation charges will be calculated as set out in the table below, and we will notify you by way of an invoice within two weeks of receipt of your cancellation.
Period before Scheduled Departure Date that Notice of Cancellation is Received Cancellation Charge as a % of the total holiday price (excluding insurance premiums & card charges).
Additional Charges
If you cancel your holiday:
More than 85 days before departure
Deposit Only + Additional charges levied by the ATOL flight provider and hotel supplier
70 - 84 Days
70% + Additional charges levied by the ATOL flight provider and hotel supplier
57 - 69 Days
80% + Additional charges levied by the ATOL flight provider and hotel supplier
1 - 56 Days
100%
Please note that if you have to cancel for reasons covered by your travel insurance policy, you will be able to reclaim your cancellation charges. Cancellation charges exclude the insurance premium which is not refundable.
•No-frills (low cost) or scheduled airline flight bookings are non-refundable and cancellation will result in the loss of all monies paid.
If additional monies are due to us at the time of cancellation we reserve the right to collect the remainder of the monies due when you confirm your cancellation from the card used to pay the initial deposit. If this card fails and we hold other cards against your order we will also attempt to debit the outstanding amounts from these cards. If we cannot debit the increased cost to cancel your order the booking may remain active and you will be liable for the full remaining balance. or we may choose to pursue claims in court if the claims relate solely to the collection of any debts you owe to us.
Any errors must be notified to Right Holidays within 48 hours of receipt of your confirmation invoice. Failure to do so will result in the aforementioned charges being levied without exception.
5) Force Majeure
We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.
6) If you have a reason for complaint
Any complaints arising from your holiday that are in our direct sphere of control should be notified to your resort representative or the Right Holidays appointed resort agent who will do whatever he/she can to help there and then, and also to the accommodation owner or supplier of the service in question so that remedial action can be taken without delay. If the matter cannot be resolved whilst in resort you should obtain a report form from your representative or local agent. Most complaints are of a minor nature which can be dealt with in resort. It is essential that you give us the opportunity to help you by letting our representative know quickly if you have any complaints. Should you fail to follow this simple procedure we cannot accept responsibility as we would have been deprived of the opportunity to investigate and rectify any problem. Should the matter remain unresolved to your satisfaction a Customer Service Report Form (CSR) must be completed in resort and signed by the locally appointed agent, representative or Area Manager or an email sent to legal@rightholidays.co.uk. Later claims or complaints cannot be accepted without a completed CSR or email. Should you feel that a complaint has not been dealt with to your satisfaction please write to the Customer Relations Department, Right Holidays Ltd, 175 Stoke Newington Road London N16 8BP within 28 days of your return date quoting your booking reference, date of departure, and most important enclose your copy of the report form. Failure to comply with these conditions will result in nullifying any and all claims arising from the holiday. No claims for expenses will be considered without appropriate receipts or invoices. We hope to ensure that we can come to an amicable agreement.
