Terms of Service

Welcome to HiHolidays. By using our website www.hiholidays.co.uk ("Website") or making a booking through the Website, you agree to be bound by these Terms. Before proceeding with any booking, it is essential that you carefully review and understand these Terms and Conditions, as they define your legal rights and responsibilities regarding your reservation. If you do not agree to these Terms and Conditions, please refrain from making a booking with us.

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with HiHolidays Limited ("we" or "us"). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. If you have any further questions after reading these booking conditions then please contact our customer services team who will be happy to help you.

We act only as an agent – usually as the agent of suppliers of travel services and sometimes as your agent in booking directly with the hotel. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. Our obligations to you may vary depending upon which arrangements you book with us, we have set them out clearly below.

1. Your Contract

When making your booking we will arrange for you to enter into a contract with the applicable Service Provider of the Travel Arrangements, your booking with us is subject to these Terms and the specific terms and conditions of the relevant Service Provider(s) you contract with. The Service Provider’s terms and conditions may limit and/or exclude the Service Provider's liability to you. Copies of the relevant Service Provider(s) terms and conditions will be available to you prior to booking via our website and App (“Sites”) and are available upon your request to us.

Your booking is confirmed and a contract between you and the Service Provider will exist when we send you a booking confirmation email with a booking reference number. As an agent we accept no responsibility for the acts or omissions of the Service Provider or for the Travel Arrangements provided by the Service Provider, unless we have sold those Travel Arrangements in such a way as to create a Multi-Contract Package, in which case we will accept responsibility for those Travel Arrangements in accordance.

2. Multi-Contract Package Bookings

A “Multi-Contract Package” exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:

• transport.

• accommodation.

• the rental of cars.

• other tourist services.

When you book a Package, we will still be acting as an agent or sub-agent in the way described above and you will still be entering into separate contracts with the Service Provider(s) of each individual Travel Service. This is referred to as a “Multi-Contract Package” in your ATOL Certificate.

Please note that the Packages, which can be organised on our website, are not the same as traditional pre-packaged holidays where the Travel Services are usually pre-selected by a tour operator or travel company and are sold to you under a single contract. Through our booking platform, you will be able to select each Travel Service yourself and subsequently enter into a contract with each Service Provider. Together, your combined booking will form a Package if the criteria set out above is satisfied. You will know this is the case if you receive an ATOL Certificate stating that it is for a Multi-Contract Package.

As we help you organise the Package, the Package Travel Regulations require us to assist you in certain situations, which we will do as described in these Terms and Conditions.

3. Booking

By making a booking, you agree on behalf of all persons detailed on the booking that you have read these terms and conditions and agree to be bound by them; you consent to our use of information in accordance with our Privacy Policy; and you are over 18 years of age. When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately. Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. Please ensure that the names given are the same as in the relevant passport.

Booking requests can take up to 72 hours to process. A booking is only confirmed when we send you a Booking Confirmation with a valid booking reference number for each Travel Service. On rare occasions, we will be unable to confirm a booking, for example if the payment fails. In the unlikely event that this occurs, our team will attempt to rebook the affected Travel Service at the same price. If this is not possible, for example because the payment is blocked or there has been a change in the price or availability of the booking, we will contact you via telephone or email to discuss next steps. Unfortunately, there are times when the cost will have increased during this period of time. Any cost increases will need to be paid by you.

4. Travel Insurance

It is your responsibility to arrange adequate travel insurance to cover you and your party in respect of your booking. Your insurance should include cover against COVID-19 and other health related incidents which may affect or curtail your booking.

5. COVID - 19

We both acknowledge and agree that the COVID-19 pandemic has affected travel throughout the world and that we both have responsibilities to comply with various laws, regulations and guidance issued by governmental or regulatory authorities which seek to manage the risks caused by COVID-19. In the light of these risks, it is a condition of making your booking through us that you obtain travel insurance that includes cover against any COVID-19 issues or incidents which may affect your booking.

You acknowledge that laws, regulations and the Service Providers providing your holiday (such as airlines, hoteliers, transfer providers and other service providers) may require you and employees of your Service Providers to comply with various measures which have been introduced to manage the risk of COVID-19. These may include (without limitation) a requirement to undergo temperature checks, provide health information or certificates, wear personal protective equipment, such as face-masks and gloves, and abide by social distancing requirements. There may also be other limitations implemented, which may include (without limitation) limitations on the number of persons who may use facilities or services at any particular time, limitations on the availability of certain facilities and services (e.g. buffet and self-service restaurants may be replaced by a-la-carte; spas and pools, kids' clubs and entertainment may be closed), changes to the way the accommodation is set out or how its services are run, requirements to pre-book facilities and services, deployment of sanitisation measures and other hygiene requirements.

You also acknowledge that certain Service Providers, ports, airports, border control or other third parties may require you and members of your party to undertake certain health formalities (including, without limitation, obtaining COVID-19 PCR tests which satisfy their set criteria and completing requisite travel passes or forms in the prescribed format) or satisfy other requirements aimed at managing the COVID-19 risk as a condition to you traveling, departing, entering or residing in a particular place or utilising certain services you may have booked. You agree that it is your obligation to obtain details of these requirements ahead of your travel departure date and ensure you and all members of your party comply with and satisfy these requirements in full. If you fail to meet these requirements, or refuse to complete them, you may be denied boarding, exit, entry or the use of some other facility or service that forms part of your booking. We shall not be liable to you for any refunds or compensation in relation to such matters.

You also acknowledge that certain countries may impose quarantine or self-isolation measures upon travellers, whether in the place of destination or upon return and that such requirements are subject to change, and may be imposed on short notice.

You agree to notify us immediately if you test positive for COVID-19 at any time after you make your booking with us, if you consider that you may have COVID-19 symptoms or if you become aware that you may have come into close contact with someone who has tested positive for COVID-19 or who may have COVID-19 symptoms. We may share this information with the relevant Service Providers for your booking (or any other organisations, in line with any legal requirements) in accordance with the terms of our privacy policy.

If you notify us before travelling, and we (or the relevant Service Providers) conclude that you are no longer able to travel because of the COVID-19 risk, then your booking will be treated as having been cancelled by you and our standard cancellation charges will apply. We will, however, explore with you whether it is possible for you to postpone your booking to a later date, which may incur further charges and is subject to your Service Providers’ terms and conditions. It might also be possible for you to transfer your booking to another person, subject to the terms of transfer set out in these Terms and Conditions and in your Service Providers’ terms and conditions.

If you notify us during travel, you acknowledge that we or your Service Providers (or local laws and regulations or health and safety bodies) may require you to follow certain measures designed to manage the risk of COVID-19 and your Service Providers may refuse to provide you with the relevant service(s). You may, for instance, be required to self-isolate for a period of time. You agree to comply with these requirements. In this instance, we will provide you with such reasonable assistance as we are able to in the circumstances. However, we will not be responsible for meeting any costs incurred by you or for refunding or compensating you for the curtailment of your holiday, cancelled or rebooked transportation, additional accommodation or other associated costs you incur in connection with the same.

We both agree that the measures set out above are a necessary part of keeping you, other travellers, employees and the public safe on holiday. You are making your booking in full knowledge that such measures are likely to be a part of your holiday and do not amount to minor or significant changes to your booking, nor do they amount to any Failure (as defined in paragraph 12).

We shall have no liability to you or any member of your party for any refunds, compensation, losses, costs, expenses or damages you incur in connection with the matters described above or if you or any member of your party are unable to travel or make use of all or part of your booking because of these matters. These are risks that you must protect against through obtaining comprehensive travel insurance.

6. Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned. We do not make any charges for payments by debit card or credit cards.

Taxes: The local authorities in certain countries may impose additional taxes (tourist tax, etc), which have to be paid locally (e.g. at the hotel). You are exclusively responsible for paying such additional taxes.

7. Refunds

Before completing your booking you will be able to see the cancellation policy of the hotel booking you are making, if you make a booking which is non-refundable, then no refund can be given if you choose to cancel. If you make a booking and cancel before the free cancellation date then no money will be charged for the booking, if a deposit amount has been paid then no refund will be given for the deposit.

Refund Payment: In case of any refund payable to you in accordance with these Terms, you will receive the monies back on the most recent debit/credit card you used to pay for the Travel Arrangements. If that card has expired or been cancelled and the refund is unsuccessful, then please contact our customer service department. All refunds paid to you will be processed within 30 days.

8. Cancellation & Amendments

Any cancellation or amendment request must be sent to us in an email or by telephone and will not take effect until received by us. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements). We may collect this on their behalf and you also must pay us any applicable administration charges.

9. Changes or cancellation by supplier(s)

We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

10. Passports, Visas & Health

We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.

11. Behaviour

Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

12. Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our control or the control of the supplier concerned.

13. Complaints

The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. We will of course assist you with this if you wish - please contact Customer Services.

14. Marketing

By signing up as a customer, You will automatically be added onto our mailing list on registration. Opt out anytime.

15. Intellectual Property

The content and design of the Website, including any trademarks or logos, are the property of HiHolidays Limited or its licensors and are protected by copyright and other intellectual property laws. You may not copy, reproduce, modify, distribute or display any of the content of the Website without our prior written permission.

16. Changes To Our Booking Terms & Conditions

We may change, amend, modify, and update these Terms from time to time. You can see when these Terms were last updated by checking the “last updated” date displayed at the top of this Booking Terms and Conditions.