Booking Terms & Conditions

Destination Holidays is a trading name of Sunmaster Ltd.

These Booking Conditions and the section of this website will form the basis of your agreement with Sunmaster Limited (company registration number 02871028) whose registered office is situated at Glendale House, Glendale Business Park, Sandycroft, Nr Chester, CH5 2DL. They apply only to travel arrangements which you book with us in the UK and which we agree to make, provide or perform as applicable as part of our agreement with you. References in these Booking Conditions to “arrangements” mean such holiday arrangements.

Sunmaster acts as agent for tour operators including fully bonded ATOL holders. In the unlikely event of the insolvency of the tour operator, the CAA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid for advance flight bookings. For further information, visit the ATOL website at www.caa.co.uk.

1. MAKING YOUR BOOKING

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party, the terms of these booking conditions. The first named person on the booking will be the party leader and will be responsible for making all payments due to us.

Please note that telephone calls are recorded for training and monitoring purposes.

ONLINE BOOKINGS

By clicking to book holiday arrangements and entering your personal and payment details on our website, you are making us an offer to purchase the arrangements selected, if they are available. When we receive this offer, we will contact the supplier of the arrangements concerned. Each supplier will require a short period of time to check to see if your chosen arrangements are still available at the price quoted. We will not take any payment from you at this stage.

When you make an offer to us to purchase the arrangements selected if available, we will send you an email booking request summary. This is an acknowledgement that we have received your offer, and should the arrangements requested be available at the price quoted, a binding agreement will come into existence between us. If the arrangements are available but not at the price quoted, we will contact you by telephone or by email to give you the option to purchase the arrangements at the revised price. We will contact you via email and/or telephone to let you know that the arrangements have been booked and we will then process the payments referred to in clause 2 below. A binding agreement will come into existence between us when we allocate a tour operator booking reference number(s) to your booking.

Please note that each booking is treated separately on our online booking system. If larger groups want to be sure of sufficient availability for any flights / hotels they should contact our call centre. If two parts of the same group book online on two separate bookings and the holiday availability expires between the two bookings we regret therefore that we are unable to cancel the first booked holiday without applying cancellation charges as levied upon us by the tour operators.

NON ONLINE BOOKINGS

Alternatively to make a booking you can contact our call centre as featured on our website. These terms and conditions will apply. A binding agreement will come into existence between us when we provide you with your booking reference number.

Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. Please note, it may not be possible to make any changes without incurring an administration fee. Any changes will also be subject to any charges as per the tour operator/supplier terms and conditions.

2. PAYMENT

If your holiday is due to depart within ten weeks of bookings the payment is due in full at the time of booking via credit/debit card. If your holiday is due to depart outside a ten week period then we shall require a deposit from you at the time of booking via credit/debit card. The deposit will be confirmed at the time of booking.

Please note that in the event of cancellation this deposit is non-refundable.

For flight only and/or accommodation only bookings all monies that you pay to us for your arrangements will be held by us on your behalf until such time as they are paid to the supplier. For financial protection for packages please refer to paragraph 19 of these terms and conditions.

We provide security for the monies that you pay for the holidays booked with us. In the unlikely event of failure of our Company this money will still be available to suppliers.

Please note that if your flight booking is with a no-frills carrier then your credit/debit card will be debited directly by that carrier. The no-frills carrier booking will be itemised separately on your credit/debit card statement.

3. CHANGES OR ADDITIONS TO YOUR HOLIDAY

If you wish to change any part of your holiday arrangements after the booking reference number has been issued, we will do our utmost to make that change, however, we would like to advise you that it may not always be possible. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, it will be subject to an administration charge which will be notified to you at that time together with any costs or charges incurred or imposed by any of our suppliers. You should be aware that there may be extra charges applicable dependent on the change you make. No Frills Airlines and/or Chartered normally regard name changes after tickets have been issued as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge. Please note, it may not be possible to make changes within 28 days of your scheduled departure date without incurring 100% cancellation charges. We will however, do our utmost to accommodate your requested change or addition.

4. TRANSFERRAL OF BOOKINGS

If you are unable to travel, in certain circumstances which we consider reasonable we may allow you to transfer your booking to another party. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment /administration fee which will be notified to you at the time must be paid before the transfer can be effected.

5. INFORMATION ACCURACY

Please note, advertised information and prices may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of information and prices when published, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) at the time of booking.

All accommodation is categorised to give a general guide. The star ratings used on the website are as per the accommodation categorization as provided to us by the relevant supplier.

6. HOLIDAY INSURANCE

You MUST take out fully comprehensive travel insurance. It will normally cover you in the event of cancellation against loss of deposit or cancellation fees and for medical costs in the event of you becoming ill or having an accident whilst on holiday. There are some restrictions on insurance, for example pre-existing medical conditions and you should advise the insurance provider of these at the time the policy is taken out. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

7. BEHAVIOUR

If we or any other person in authority is of the reasonable opinion that you or any member of your party is behaving in such a way as to cause or be likely to cause danger or upset to any other person or damage to property, we will be entitled to terminate the holiday of the person(s) concerned. The person(s) concerned will be required to leave the accommodation or other service and we will have no further responsibility to them including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your time away. Payment must be paid direct at the time to the service supplier concerned failing which, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.

8. BOOKING IF YOU ARE UNDER 18

It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case. Under no circumstances can we accept bookings from anyone who is under 16. At our discretion, we may accept a booking from someone who is 16 or 17 and not accompanied by an adult providing we have written confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, full cancellation charges will be payable.

9. IF YOU HAVE A COMPLAINT WHILE YOU ARE ON HOLIDAY

If you have cause for complaint whilst on holiday, you must bring it to the attention of the local Representative or Agent (if there is one) and the establishment of where you are staying who will do their best to rectify the situation and prevent your holiday being spoilt. If there is no local Representative or Agent, you must contact us on the Emergency Number as detailed on your accommodation voucher.

You should note that it is unreasonable to take no action whilst on holiday, but to then write a letter of complaint upon return. If you remain dissatisfied, you must write to us within 28 days of your return from holiday giving your booking reference, full details of your complaint and any supporting evidence. If you fail to follow this simple complaints procedure (in resort and on your return home), your right to any compensation you may otherwise have been entitled to may be affected or even lost as a result.

10. SPECIAL REQUESTS AND MEDICAL PROBLEMS

If you wish to make a special request, you must do so at the time of booking by informing the reservation person.. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.

If you or any member of your party has any medical problem or disability which may affect your chosen holiday arrangements, you must provide full details to the reservation person at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we become aware of these details. Cancellation charges will apply.

11. PASSPORTS, VISAS AND HEALTH REQUIREMENTS

British Citizens will need a full 10 year passport to travel to the destinations we feature and are generally required to have 6 months remaining on it after the date of return. Please note children including babies require their own passport.

Some destinations also require visas. We will be happy to advise you at the time of booking. Passengers with a non- British passport must check passport and visa requirements with the Embassy or Consulate of the countries to or through which you are intending to travel. Requirements may change and you must check the up to date position in good time before departure. For European holidays you should obtain a completed and issued EHIC (European Health Institute Certificate) prior to departure.

It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

You should take up-to-date health advice about the health precautions you will need to take prior to departure. Information on health is contained in the Department of Health’s leaflet (Health Advice for Travellers) which can be obtained by telephoning 0800 555 777. Further information can be obtained by visiting www.hpa.org.uk OR www.fco.gov.uk.

12. FORCE MAJEURE

In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss (as more fully described in clause 13(1) below) as a result of force majeure.

13. FINANCIAL PROTECTION

We provide security for the monies that you pay for the holidays booked with us. All money that you pay to Sunmaster Limited is paid into a client account. Money held in this account is held on behalf of any third parties. In the unlikely event of failure of our Company this money will still be available to suppliers.

14. PRICES

We reserve the right to make changes to and correct errors in the prices of both advertised and confirmed non-packaged arrangements prices at any time. You will be advised of the current price of the arrangements that you wish to book before your contract is confirmed.

15. TAXES

When you make your booking request we will tell you of the relevant taxes, supplements and charges which apply to your chosen flight. Taxes, supplements and charges can change even after you have made your booking. In the event, that taxes, supplements and/or charges increase after you have made your booking you will be liable to pay the increase. On the other hand if any taxes and/or charges decrease in price after you have made your booking, you can claim a refund of the difference. Please note such refund can not be given in respect of aviation fuel cost supplements.

There are also certain departure taxes or airport levies payable in certain territories and are payable locally. Please make sure you have sufficient funds to pay such taxes/ airport levies. Please note such taxes/ airport levies may not be shown on your booking confirmation.

16. CHANGES BY US TO A NON-PACKAGE BOOKING

We must reserve the right to make changes to and correct errors in holiday details as per the tour operator/supplier terms and conditions both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings in accordance with the tour operator/supplier terms and conditions.

If we are made aware of any changes to your booking by the tour operator/supplier then we shall endeavour to inform you as soon as possible of that change.

Most changes are minor but occasionally, we may have to make a “significant change”. Examples of “significant changes” include the following when made before departure; a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower official classification for the whole or a major part of your holiday, a change of UK departure point to one which is more inconvenient for you, a change of outward departure time or overall length of your holiday of twelve or more hours, the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period and, in the case of tours, a significant change of itinerary missing out one or more major destination substantially or altogether. Please refer to the relevant tour operator/supplier terms and conditions for confirmation.

17. OUR LIABILITY TO YOU

We have a duty to select the suppliers of your arrangements with reasonable skill and care. We have no liability to you for the actual provision of the arrangements, except in cases where it is proved that we have breached that duty and damage to you has been caused. We also have no liability in the following situations:

1. where the arrangements cannot be provided as booked due to circumstances beyond our control
2. where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
3. where you incur any loss or damage that relates to any business activity.
4. where any loss or damage relates to any services which do not form part of our contract with you.

If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of twice the cost of your arrangements. This limit does not apply to cases involving death or injury.

18. CANCELLATION BY YOU OF ACCOMMODATION ONLY BOOKING

If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. As we incur costs from the time we confirm your booking, we will levy the following cancellation charges. The percentage cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

Period before departure within which written notification of cancellation is received by us	Cancellation charge per person cancelling
43 days and above:	20% of accommodation value - minimum charge of £20
42-28 days:	50% of accommodation value
Less than 28 days:	100% of accommodation value

19. CANCELLATION BY YOU OF FLIGHT ONLY BOOKING

If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. The cancellation charges vary by operator and will be at least loss of deposit upto a maximum loss of 100% of the cost of your booking. Sunmaster may also charge an administration charge to process your request.