Terms & Conditions

These Booking Conditions, together with any other written information we brought to your attention before your booking was confirmed, form the basis of your contract for booking services with Sunmaster Limited ('We', 'us' or 'our'). In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is transferred. A 'package' and 'lack of conformity' have the same meaning as in the Package Travel and Linked Travel Arrangements Regulations 2018 and 'arrangements' are all the holiday, tour and other arrangements detailed on your confirmation (including any additions or amendments).

Because you can book different combinations of travel arrangements with us, we use different terms to describe them. Where you book a single individual element from us (e.g. accommodation only or flight only), you have booked a 'single element'. Where you add more than one single element to your booking (for example a flight booking and a separate hotel booking), we call that a 'multi-contract package'; that is, you are entering into multiple contracts with multiple suppliers and we are facilitating those separate contracts with each respective supplier. A 'single contract package' is a combination of travel elements that have been combined by us or another travel company and sold under a single contract and at a single price as detailed on your confirmation. We sell two different types of single contract package: a 'Sunmaster single contract package' where we have combined the travel elements; and a 'third party single contract package' where another travel company has combined the elements.

These booking conditions and any agreement to which they apply are governed in all respects by English law. We both agree that English law (and no other) will apply to any dispute, claim or other matter which arises between us out of or in connection with your contract or booking. You may also choose to use the European Commission's Online Dispute Resolution Platform which can be accessed using the following link: https://ec.europa.eu/odr

You will receive information about the main characteristics of your arrangements before a binding agreement between you and us comes into existence. That information, these conditions, the booking conditions of any supplier(s) together with our Privacy Policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with us. Please read all information and terms carefully as they set out our respective rights and obligations. By making a booking, you agree to be bound by all such information and terms.

The key terms of our agreement are:-

Key terms

1. When you book a third party single contract package, a single element or multi-contract package, you will enter into a binding contract with the suppliers detailed on the confirmation we issue on their behalf. When you book a Sunmaster single contract package, you will enter into a contract with us. If you then cancel your arrangements, you will be required to pay cancellation charges. Initially this will be the deposit you paid to secure your arrangements, but after you've paid the balance of the price of them, these charges will increase up to 100% of the cost of them depending on how long before travel you cancel them;

2. You can make changes to your confirmed arrangements in certain circumstances. We will make a reasonable charge for processing these changes;

3. We or the supplier(s) may make changes to and cancel your confirmed arrangements but we or they will pay you compensation in certain circumstances if that happens;

4. We or the suppliers are responsible for making sure your confirmed arrangements are not performed negligently but there are some limits on and exceptions to this.

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 and those of the applicable Supplier(s). The first named person on the booking will be the party leader (“Lead Passenger”) and will be responsible for giving us accurate information about the members of your party and their requirements (including ensuring that the names given are the same as in the relevant passport) and making all payments due to us. The Lead Passenger is the only person who can make any amendments or changes to the booking and, due to Data Protection reasons; we will not be able to discuss any aspect of the booking with anyone other than the Lead Passenger.

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

If booking online you are responsible for ensuring booking details are correctly entered. By clicking to request 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(s) 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. Should you part complete a booking request for whatever reason such as technical difficulties our helpdesk may contact you to assist you in completing your request by phone or email.

When you make an offer to us to purchase the arrangements selected if available, we will send you an email detailing your 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 not available, or 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 new arrangements, or the existing arrangements at the revised price. Once the holiday arrangements have been agreed, we will then process the payments referred to in clause 6 below and book the agreed arrangements in accordance with your instructions.

Alternatively to make a booking you can contact our call centre as featured on our website. These terms and conditions, and those of the Supplier(s) will apply.

Once we have confirmed all arrangements with the Supplier(s) and confirmed this by email to you, our agreement with you for a Sunmaster single-contract package will become binding. In all other cases, your agreement with the applicable supplier(s) becomes binding when we have confirmed all arrangements with the Supplier(s) and we issue a confirmation on their behalf. Please note that each booking request is treated separately on our online booking request system. If larger groups want to be sure of sufficient availability for any flights ⁄ hotels they should call our call centre. If two parts of the same group request to book online on two separate requests and the holiday availability expires between the two bookings please note that you are likely to become liable for cancellation charges levied by the supplier(s) of the first booked arrangements.

Please check all details on the confirmation (or any other document issued) immediately on receipt. You must 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. Please refer to Section 3 "Travel Documentation" for further details.

CHANGES AND CANCELLATIONS BY YOU

If you wish to make any changes to your arrangements after they have been confirmed, including if you wish to cancel all or some of them, the Lead Passenger must inform us in writing as soon as possible by completing the contact form on the "Contact Us" page of our website. Your notice requesting a change or cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it.

We can't guarantee that changes can be met, although we will do our best to assist. Since we and suppliers incur costs in cancelling or changing your arrangements, all such changes and cancellations will be subject to an administration fee of £100 per change as well as the charges below or as detailed in the supplier's booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure). Where we are unable to assist with making a requested change and you do not wish to proceed with the original booking, we will treat this as a cancellation by you.

Note: Certain arrangements, including most “Low Cost” or so called “No Frills” flights may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

For the avoidance of doubt, any cancellation charges levied are wholly independent from the deposit arrangements on any given booking and in the event that you cancel your booking you must immediately pay any shortfall between payments made by you against that booking and the cancellation charge applied, and in accepting these Booking Conditions you give your authority for us to automatically charge the payment card used by you when securing the booking (or any other card used by you in connection with other bookings placed through us) at that time.

You may cancel any package arrangements prior to their commencement (following the process outlined above) in the event that i) circumstances amounting to unavoidable and extraordinary circumstances (as set out in the clause bearing that title) are occurring at the place where your arrangements are due to be performed or its immediate vicinity and; ii) those circumstances make it impossible to travel safely to the travel destination; and iii) the performance of your arrangements will be significantly affected by those unavoidable and extraordinary circumstances. In the event that you may, you will receive a refund without undue delay of any payments made but this the maximum extent of our liability and we regret we cannot meet any other expenses or losses you may incur as a result. For third party single contract packages, please see the supplier's terms and conditions.

You acknowledge and agree that if the circumstances in question existed at the time you placed the booking, they will not be considered unavoidable or extraordinary, and accordingly you may not rely upon them should you choose to cancel your booked arrangements between the time you made the booking and the time of travel. All bookings cancelled in such circumstances will be subject to our standard cancellation charges (set out below). This would include (but is not limited to) cases where the FCDO advises against travel to your chosen destination due to Covid-19 infections in that destination at the time of travel, even if that advice was not in place at the time of booking. In those circumstances it is likely that your travel arrangements will still be operating and available to you. Should you wish to cancel, we will work with our suppliers to obtain a refund of your package travel arrangements. However, it may not be possible to provide a refund of all elements of your package where the booked arrangements are non-refundable.

If your arrangements are a package and if any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements, including an agreement to these booking conditions) providing we are notified in writing not less than seven days before departure and you pay an amendment fee and meet all costs and charges incurred by us and/or incurred or imposed by us or any of our suppliers. Both you and the person to whom you would like to transfer your arrangements shall be jointly and severally liable for the payment of any balance due and for any additional fees, charges or other costs arising from the transfer. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services. For third party single contract packages, please see the supplier's terms and conditions.

Cancellation charges in the event of cancellation by you

Bookings cancelled more than 14 days before departure – loss of all deposits paid (initial and subsequent deposit instalments if applicable) whether the outstanding deposit has been paid or not.

Booking cancelled 14 days or less before departure – 100% of the booking value.

IF WE OR THE SUPPLIER CHANGES OR CANCELS

Because we and suppliers plan your arrangements many months in advance, in some circumstances we and they must make changes to them and cancel them.

Changes and cancellations to multi-contract packages and Sunmaster single contract packages

Where we refer to a 'price reduction' in this clause and in 'Our Responsibilities', we mean that we will give you an appropriate reduction in the price you paid for the arrangements affected for any period during which there was lack of conformity, (unless that lack of conformity is attributable to you). Where we refer to 'compensation', we will pay you appropriate compensation without undue delay for any damage which you sustain as a result of any lack of conformity subject to the limitations and exclusions in section B of 'Our Responsibilities'.

Changes and cancellations to multi-contract packages and Sunmaster single contract packages before departure

Most changes will be insignificant and we and suppliers reserve the right to make them. We will have no responsibilities to you in respect of any insignificant changes. Examples of "insignificant changes" made before departure include, but are not limited to, the following:

• - A change of outward departure time or overall length of your arrangements of twelve hours or less.
• - A change of accommodation to another of the same standard or classification.

Occasionally we or suppliers may have to make a significant change to your confirmed arrangements and we and they reserve the right to do so. A significant change is one where we or a supplier significantly alters any essential element of your arrangements (other than the price) owing to circumstances beyond our or their control. Examples of "significant changes" made before departure include, but are not limited to, the following:

• - A change of accommodation area for the whole or a significant part of your time away.
• - A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
• - A change of outward departure time or overall length of your arrangements of twelve hours or more.
• - A significant change to your itinerary, missing out one or more destination entirely.
• - Where we or our supplier can no longer fulfil any special requirements that we have accepted and confirmed on our confirmation invoice and this will have a significant impact on your arrangements.
• - Where we increase the price of your arrangements by more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services).

If we or the supplier has to make a significant change or cancel before departure, we will inform you without undue delay and if there is time to do so before departure, we will offer you the choice of the following options:-

1. (for significant changes) agreeing to the changed arrangements,

2. accepting the cancellation or terminating the contract for the arrangements and receiving a refund (without undue delay) of all monies paid; or

3. accepting an offer of alternative arrangements of comparable standard from us, if available.

(In the event that any proposed change or alternative offered results in a reduction or increase in the price you have agreed to pay or an increase or decrease in the quality of arrangements we have agreed to provide, we will also notify you of any price reduction or additional amount due).

You must notify us of your choice within 7 days of our offer. If you fail to do so, we will contact you again, re-iterating the above choices and sums payable or refundable and if you again fail to respond within 7 days, we may terminate the contract and refund all payments made by you without undue delay.

Where you choose option ii) and where your arrangements are a package, we will where appropriate, pay you reasonable compensation, subject to the limitations and exclusions in section B of ‘Our Responsibilities'. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

We will not pay you compensation where:-

1. we make a significant change or cancel before you have paid the final balance of the cost of your arrangements;

2. we make a significant change or cancel as a result of unavoidable and extraordinary circumstances as set out in the clause bearing that title;

3. we cancel your arrangements no later than 20 days before they are due to start because the minimum number of participants to run them has not been reached.

We will not make a price reduction or pay you compensation; and the above options will not be available where:-

1. we make an insignificant change;

2. we cancel as a result of any failure by you (including a failure to make payment in accordance with these terms);

3. where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.

Changes and cancellations to multi-contract packages and Sunmaster single contract packages arrangements after departure

If we become unable to provide a significant proportion of your contract package arrangements after you have departed, we will try to offer you suitable alternative arrangements of, where possible, equivalent or higher quality than those specified in the contract. If the alternative arrangements we make are of a lower quality than those you originally booked, we will make a price reduction. Where our original agreement included return transport we will also provide you with equivalent transport back to your place of departure without undue delay or additional cost. You may reject the proposed alternative arrangements only if they are not comparable to what we originally promised to provide or if the price reduction we offer is inadequate. Where we are unable to make suitable alternative arrangements or you reject the proposed alternative arrangements in accordance with this clause, where appropriate and only where your arrangements are a single-contract or multi-contract package, we will pay you compensation subject to section B of ‘Our Responsibilities'.

Where we are unable to ensure your return from a package as agreed because of unavoidable and extraordinary circumstances which directly prevent you from returning to your point of departure, we will bear the cost of necessary accommodation if possible of equivalent category for a period not exceeding (a) 3 nights per traveller (exceptions apply in respect of persons with reduced mobility and people travelling with them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we have been notified of their particular needs at least 48 hours before the start of the package); or (b) where a different period is specified in any passenger rights legislation applicable to the relevant means of transport for your return, for the period specified in that legislation.

Changes to single element bookings and third party single contract packages

We will inform you as soon as reasonably possible if the supplier needs to make a significant change to your confirmed single element arrangements or to cancel them. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.

Changes to flights

Unfortunately, airlines may occasionally change the type of aircraft on a particular flight without advance warning. Flight timings and days of operation are subject to change and we will advise you of any significant change if and as soon as we are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. It is possible that flight times may be changed even after tickets have been dispatched - we will contact you as soon as possible if the supplier makes us aware of such changes.

We are not always in a position to confirm the airline or aircraft type which will be used in connection with any particular flight. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying any supplier(s) charges.

It may be necessary for you to reconfirm your flight with the airline. Please check this in the correspondence received from your flights supplier, including the supplier's Booking Conditions. You should take a note of any reference number or contact names when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you will not be entitled to receive any refund.

In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a "Community list" which contains details of air carriers that are subject to an operating ban with the EU Community. The Community list is available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en

TRAVEL DOCUMENTATION

Please check the travel documents we send to you and any other documentation you receive in relation to your booking as soon as you receive it. Please contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later. Your rights may be affected if we are not notified of any inaccuracy in any documentation (including tickets) within 3 days of it being provided to you. We will endeavour to rectify or arrange for the rectification of any errors notified to us outside these time limits but you will usually be responsible for any costs involved in doing so.

It is a condition of booking with us that you have a valid and working email address. All travel documentation will be issued electronically (except for some airline tickets). Should you request any documentation posting you will be charged a handling fee of £10 to cover administration costs and Royal Mail Special Delivery.

IDENTIFICATION CHECK

As part of our ongoing responsibility to help combat ID theft and financial crime, we may perform an electronic identity check as part of our booking process to ensure that you are who you say you are. Where an electronic identity check is carried out we use a third party to electronically verify these details. In order to do so we will send them your name, address, date of birth and telephone number. A record of the search may be retained and this information may be used in the future by other businesses who use the service for the same purpose and with whom you do business. This identity check does not include a credit application check. The third party that we use is fully aware of and compliant with its obligations under the Data Protection Act and will always act in accordance with its provisions.

PAYMENT

Except where our Low Deposit offers are available (see below), payment for flights is due in full at the time of booking via credit/debit card.

6A(i) – Low Deposit Scheme: Flights

We may, in our sole discretion, offer you the option to pay a low deposit in respect of certain bookings. Where this offer is available (as indicated next to the specific flight in your search results, or as advised by your agent), we will pay the relevant airline for the flight element of your travel arrangements in full, on your behalf, at the time of your booking. We will require a low deposit from you in the amount shown in the search results (or as advised by your agent) at the time of booking.

The balance of your flight cost will be due to us from you 28 days after booking unless you qualify for the staggered payment option outlined further below.

14 days prior to departure, the balance of your holiday cost will become due.

6A(ii) – Staggered Payment

Staggered payment options for flights will be available on qualifying bookings. We will advise you at the time of booking if your booking qualifies for a staggered payment.

An initial deposit of £49 per person will be payable on the day of booking.

50% of the remainder of the flight cost will be payable 28 days after booking. The remaining balance of your flight cost will be due 56 days after booking.

Irrespective of payment due dates for flights, 14 days prior to departure, the balance of your remaining holiday cost will become due.

Please note that our usual transaction fee of £4.95 will be payable on every payment you make under the low deposit scheme. This applies to each instalment and covers our processing and administration costs.

All flight balance payments will be taken automatically from the card used to pay the low deposit. If you wish to pay any balance payments using an alternative method, please contact us no less than 7 days prior to the payment due date. If we are contacted later than this date, we cannot guarantee that payment will not be taken or attempted from your original payment method. Please note that even if you cancel your arrangements within 28 days of booking, or 56 days for bookings that qualify for a staggered payment, the balance of your flight will be payable in full, as we have already paid this money to the airline on your behalf, plus any other cancellation fees that may be levied by the supplier(s) of your arrangements.

6B – Low Deposit Scheme: Accommodation

If a booking is made more than 14 days before the date of travel, some accommodation suppliers may accept payment of a deposit of 15% of the cost of the accommodation booking at the time of the booking, with the balance to be paid no later than 14 days before the date of travel. The amount of deposit will be confirmed at the time of booking. Note that most suppliers will not refund any deposit paid.

Occasionally, promotional deposits may be offered which are less than the standard deposit of 15%.

If not paid in full at the time of booking, we will confirm to you the date on which the balance of the cost of your arrangements falls due. Unless specifically instructed otherwise, we shall automatically charge the balance payment to the debit or credit card used to pay the deposit. If we do not receive your balance by the confirmed payment due date, the supplier(s) concerned may treat your booking as cancelled and apply a cancellation charge of up to 100% of the cost of the holiday arrangements in accordance with ‘Changes and Cancellations by you'..

We will contact you to remind you when your balance is due. If you are late in paying the balance due, we will send you a further reminder. If your balance remains unpaid 3 days following your payment due date, we will notify the supplier who may cancel the booking and the cancellation charges in Changes and Cancellations by you' will apply.

6C – All Bookings

Please note that a transaction fee will be charged for all payments to cover processing and administration costs. The fee is currently £4.95 per individual transaction. We regret we cannot accept payments in cash or cheque either via post or in person at our offices. All transaction fees are subject to change at any time.

Please note that local resort charges, which are not included in the cost of your booking, are occasionally levied directly by the hotel and are payable by you in resort.

Please note that the prices we advertise are based on bookings made by UK residents only. If you are not a UK Resident or UK passport holder, you may be liable upon check-in/check-out for additional charges. We will not be liable for any such additional charges.

If you are late in paying for the cost of your arrangements, we will attempt to contact you to discuss your payment options, and, if possible, agree an extension of time for you to make payment. Any agreement to extend the time for making payment will be at our discretion. Please note that a late payment fee of £12 will be payable to cover processing and administration costs and shall be added to the final balance amount to be taken automatically from the card used to pay the deposit, on the new agreed date, or via an alternative payment method, if specifically instructed to do so prior to the new agreed date.

If payment is not made as agreed, we reserve the right to cancel your booking and our usual cancellation fees in Changes and Cancellations by you' will apply.

Any money paid to us in respect of a booking including flights is held on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to our obligation to pay it to The Global Travel Group for as long as we do not fail financially. If we do fail financially, any money we hold at that time or subsequently accepted from the consumer, is and continues to be held for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to the Global Travel Group.

SPLIT FLIGHTS

Please note that where you book more than one flight (even where these flights have been selected by us to fit your holiday schedule), each flight constitutes a single element booking as defined in these conditions and is a separate arrangement between you and the relevant airline. It is not a package and the Booking Conditions of each supplier will apply. As such, any changes to one leg of your flight will not necessarily impact upon the other flight(s). For example, cancellation or amendment of a booking for one flight leg by either you or the airline has no impact on any other remaining bookings for other flight legs or other travel services, except that in the event that cancellation or amendment amounts to a significant change, then the provisions relating to significant changes in ‘If we or the supplier changes or cancels' will apply.

DELAY

We cannot accept liability for any delay which is due to unavoidable and extraordinary circumstances as set out in the clause bearing that title. A delay to or cancellation of your transport service does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your transport. However, you may be entitled to claim under the delay section of your travel insurance policy.

Under the Denied Boarding Regulation (EU 261/2004), if you have been denied boarding, your flight has been cancelled or it has been significantly delayed, it is the airline's duty to look after you. This means providing food, drinks, and some communications. If you are delayed overnight, this also means a hotel and travel to and from it. Full details of these rights will be publicised at EU airports and will also be available from airlines. We have no liability to you in these circumstances whatsoever and your claim for this assistance and any compensation must be made directly to the airline. Liability of an airline under EU 261/2004 will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment.

OPTIONAL EXTRAS

Some airlines operate on a 'no frills basis', therefore checked baggage, meals and refreshments are not automatically included in the cost of your arrangement(s) and may need to be added at extra cost at the time of booking or will be payable at the airport or onboard the aircraft. In addition other optional extras; including but not limited to pre-bookable seating, extra leg-room seating, airport parking or/and airport hotels are not automatically included in the cost of your arrangements. Please note that optional extras may incur additional charges if not added at the time of booking. Additional charges for cots may be applied by hotels directly. Please enquire at the time of booking for details of any optional extras. Please note that suppliers may not permit the cancellation of optional extras or provide a refund in respect of them once booked.

INFORMATION ACCURACY

Whilst every effort is made to ensure the accuracy of information and prices that appear on our website, regrettably errors do occasionally occur as we are reliant upon our supplier(s) to provide us with the most up-to-date prices. Please note that advertised information and prices may have changed by the time you come to book your holiday arrangements. You must therefore ensure that you check all details of your chosen holiday arrangements (including the price) at the time your booking is confirmed.

Where inaccuracies relate to the understatement of the price of a specific product, you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on payment to us of the additional payment which is necessary.

Please bear in mind that accommodation owners, restaurateurs, night club owners etc, may wish to maintain or improve their facilities, or even take a break themselves. Flight times and carriers are given for guidance only as there may be changes. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised. There may also from time to time be general refurbishment at these establishments. These are necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.

COMPLAINTS PROCEDURE

If you have cause for complaint whilst on holiday, you must immediately bring it to the attention of the management of the property or service. If after having done so, assistance is not forthcoming, or you are unable to resolve the problem, you must call the emergency number or UK helpline telephone number as detailed on your voucher. You should note that it is unreasonable to take no action whilst on holiday, but to then write a letter of complaint upon your return. If you remain dissatisfied, you must submit an official complaint via the feedback section of our website, (which can be found via the "Contact" pages), within 28 days of your return from holiday, giving your booking reference and full details of your complaint. 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.

ILLNESS ABROAD

We would always recommend that you drink bottled water and avoid ice in drinks. Be sure that food is properly cooked or properly chilled and that salads and unpeeled fruits have been thoroughly washed. If in doubt, do not eat it, and try not to over indulge. If you have any concerns regarding the food at your resort, please inform the accommodation provider straight away.

In the unlikely event that you or any member of your party is ill, please ensure that a doctor is seen locally and that you inform your accommodation provider during your stay. Please also contact us on 0344 493 00 09 in order that we can provide you with appropriate assistance. The health and safety of our customers is paramount to Sunmaster, and we will take up any complaints of illness or injury with the supplier to ensure we are only providing safe and enjoyable holidays to our customers.

PLEASE NOTE – Sunmaster is aware of the growing trend in bringing false sickness claims against tour operators. If we have reason to believe that your claim or complaint is false or exaggerated, we will work with the tour operator and the relevant authorities to take appropriate action. Customers bringing false allegations against a tour operator may face prosecution in the UK or abroad.

Please be aware that the majority of our Suppliers do not employ staff overseas and, in the main, the nature and type of holiday booked with Sunmaster do not include the services of what one may consider to be a conventional "Representative" service provided by the large traditional "Tour Operators"

In the event that your complaint remains unresolved following our complaints procedure, you may wish to refer the matter to the European Commission's Online Dispute Resolution Platform which can be accessed using the following link: https://ec.europa.eu/odr

BOOKING IF YOU ARE UNDER 18 YEARS OF AGE

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, it is likely that the supplier will impose full cancellation charges.

TRAVEL 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. Details of a policy suitable to cover your arrangements are available at https://sunmasterinsurance.co.uk

SPECIAL REQUESTS AND MEDICAL CONDITIONS

If you wish to make a special request, you must do so at the time of booking using the special requests section on the secure payment page. 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 constitute a breach of contract.

If you or any member of your party has any medical problem, disability or mobility issues which may affect your chosen holiday arrangements, you must provide us with full details at the time of booking. We will give you information about whether the arrangements you have chosen are generally suitable for persons with reduced mobility but if you or any member of your party has any precise medical problem or disability which may affect your chosen arrangements, please provide us with full details before we issue our confirmation. We will only provide precise information on the suitability of the arrangements taking into account your needs if you specifically request us to do so. 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, we may cancel the booking when we become aware of these details. Cancellation charges will apply. Please note that as we do not specialise in holidays for disabilities or mobility problems, we are unable to accept any liability if the chosen holiday arrangements prove to be unsuitable for your needs. You should therefore carry out your own thorough research as to the suitability of your chosen holiday arrangements prior to booking.

PASSPORTS AND VISAS

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 travel to Europe you should obtain a completed and issued form EHIC 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. The Foreign & Commonwealth Office has up-to-date advice on health and safety across the globe, as well as local laws, and passport and visa information. Please check https://travelaware.campaign.gov.uk/ regularly for updates ahead of travel, as the advice can change.

You should also note that certain European Countries now require your passport and⁄or visa number together with any other relevant details in advance of travel.

UNAVOIDABLE AND EXTRAORDINARY CIRCUMSTANCES:

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you a price reduction or compensation if our contractual obligations to you are affected by unavoidable and extraordinary circumstances beyond the control of the party who seeks to rely on them which we or the supplier(s) of the service(s) in question could not avoid even if all reasonable measures had been taken. 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 including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned's control.

Assistance to those travelling on a multi-contract package or Sunmaster single contract package in the event of difficulty or unavoidable and extraordinary circumstances

Where you have booked a multi-contract package or Sunmaster single contract package, we will provide appropriate assistance without undue delay in the event that you experience difficulty including where you are unable to return to your agreed point of departure because of unavoidable and extraordinary circumstances which directly prevent you from returning to your point of departure. Such assistance will extend to providing appropriate information on health services, local authorities and consular assistance; and helping you to make distance communications and to find alternative travel arrangements. We will charge a reasonable fee for such assistance if the difficulty is caused by you intentionally or as a result of your act or omission. In the event such assistance is needed please contact 0344 493 0009

OUR RESPONSIBILITIES:

A. Our responsibilities differ according to what you have booked:

In relation to bookings of Sunmaster single contract and multi-contract packages

We accept responsibility as an "organiser" under the Package Travel and Linked Travel Arrangements Regulations 2018. Subject to these booking conditions, if we fail to arrange or perform your package arrangements in accordance with our agreement, we will remedy any resulting lack of conformity. If that is impossible or entails disproportionate costs (taking into account the extent of the lack of conformity and the value of the arrangements affected), we will instead pay you compensation subject to clause B of this clause. Please note, it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

In relation to single element bookings or third party single contract packages

As booking agent we accept no responsibility for the acts or omissions of the supplier(s) or for the services provided by them. Your booking is directly with them. Other than where we are negligent in the provision of our booking services to you, we accept no liability or responsibility for any complaint, loss, damage, expense or other claim in respect of any aspect of your arrangements.

Please note in relation to all bookings: It is a condition of our acceptance of the responsibility above that you inform us and the supplier(s) concerned without undue delay of the lack of conformity you perceive; and allow us a reasonable period in which to remedy it. Please contact 0344 493 0009

B. Limitations and exclusions of responsibility

In these terms and conditions, our responsibilities are limited, and our duty to pay compensation is limited and excluded as follows:-

We will not be responsible, make a price reduction or pay you compensation for any lack of conformity, injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

(a) the act(s) and/or omission(s) of the person(s) affected;

(b) the act(s) and/or omission(s) of a third party unconnected with the provision of your arrangements and which were unforeseeable or unavoidable; or

(c) Unavoidable and extraordinary circumstances as set out in the clause bearing that title.

We will not be responsible, make a price reduction or pay compensation:-

a) for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you (including services you have arranged and paid for directly with an airline, such as additional luggage).

b) for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.

Any price reduction or compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-

(a) whether or not you have followed the complaints and notifications procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(b) the extent to which ours or our employees' or suppliers' negligence affected the overall enjoyment of your arrangements.

(c) deduction that we must make to take account of any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.

(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)

Luggage or personal possessions and money:

The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

Claims covered by an International Convention

When arranging transportation for you, we rely on the terms and conditions contained within any applicable International Conventions. The extent of or the conditions under which compensation is to be paid or liability accepted will in all cases be limited as if we were carriers under the appropriate Conventions, which include which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask us for copies of these Conventions.

Any other claims which don't involve injury, illness, death or damage caused by us or our suppliers intentionally or negligently; or other liability that can't be limited by law

The maximum amount we will have to pay you in respect of all such claims is three times (twice in the case of single elements or third party single contract packages) the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your arrangements.

YOUR BEHAVIOUR

If in our reasonable belief or opinion or in the reasonable belief or opinion of any person in authority, your behaviour is jeopardising the safety of aircraft, people or property therein or good order and discipline on board; or is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave your accommodation or other service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.

THE PRICE OF MULTI-CONTRACT PACKAGES AND SUNMASTER SINGLE-CONTRACT PACKAGES

The price of your confirmed multi-contract package or Sunmaster single contract package is subject to variations which occur solely as a direct consequence of changes in:-

(a) the price of the carriage of passengers resulting from the cost of fuel or other power sources; or

(b) the level of taxes or fees on your confirmed arrangements imposed by third parties not directly involved in the performance of the package, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or.

(c) the exchange rates relevant to the package.

If your arrangements are a multi-contract package or Sunmaster single contract package, and if that means that you have to pay an increase of more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services), we will offer you the options in clause 8. If prices go down as a result of the above factors, we will make a reflective refund, but we will also deduct our administrative expenses from what is owed to you and this may extinguish the value of the refund due. Also, note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on price due to contractual protections in place.

FINANCIAL PROTECTION FOR multi-contract packages or Sunmaster single contract packages

We provide full financial protection for our flight inclusive multi-contract package or Sunmaster single contract package holidays, by way of our membership of the Global Travel Group Ltd via their Air Travel Organiser's

Price variations will be calculated by applying the cost differential we experience as a result of the above factors. Prices may go up or down and we will notify you about any variation by sending you a calculation explaining the variation no less than 20 days before you are due to depart.

Licence number 3973, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email [email protected] When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren't able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to Customers who book and pay in the United Kingdom.

All of our flight prices also include a 50p charge per person as a contribution to the cost of flight protection insurance. This charge will be displayed along with the APC as “ATOL and Airline Protection" on your Holiday Summary page.

If you book arrangements other than a Flight-Inclusive multi-contract package or Sunmaster single contract package, your monies will not be financially protected by us but may be protected by the supplier of your arrangements.

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Important information regarding your Package Holiday rights

General Information

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations.

Therefore, you will benefit from all EU rights applying to packages. Sunmaster will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, Sunmaster has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.

Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018

• - Travellers will receive all essential information about the package before concluding the package travel contract.
• - There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
• - Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.
• - Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
• - The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
• - Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
• - Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
• - Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
• - If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
• - Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
• - The organiser has to provide assistance if the traveller is in difficulty.
• - If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Sunmaster has taken out insolvency protection with The Global Travel Group. Travellers may contact this entity or, where applicable, the competent authority (The Global Travel Group LTD, Glendale House, Glendale Business Park, Sandycroft, Deeside, CH5 2DL) if services are denied because of Sunmaster's insolvency.

Directive (EU) 2015/23/02 as transposed into national law can be found here.

The Package Travel and Linked Travel Arrangements Regulations 2018

More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found here

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This website is operated by Sunmaster Limited (company registration number 02871028) whose registered office is situated at;

Glendale House,
Glendale Business Park,
Sandycroft,
Nr Chester,
CH5 2DL.

The Website is designed for use within the UK and by accessing this Website you are agreeing that English law will be applicable to any disputes which may arise.

1. Alteration

   We and our partners reserve the right, at any time and without notice, to remove or cease to supply any product or service contained on this web site. In the event that such removal takes place we and our partners shall not be liable to you in any way whatsoever for such removal.

2. Applications for Products and Services

   Prices, and details, of products and services (and any offers) posted online are subject to change without notice. Offers of any kind may also be subject to certain terms and conditions. All products, services and offers are subject to availability and we and our partners give no guarantee with regard to this point. The provision for details of products and services or offers on this website are not, and should not be construed as an offer to sell or buy such products or services by the relevant company. The company (if applicable) advertising the products and services concerned may accept or reject your offer at its sole discretion.

3. Commercial use

   This website is for both commercial (e.g. travel agencies, airlines, car hire companies and hotel operators etc.) and non-commercial (personal) use only. The products and services contained on this web site may be supplied on a commercial basis on the basis that the commercial user clearly identifies all the Terms and Conditions upon which we trade to our customers and by using this site the commercial user warrants their client consents to the relevant Terms and Conditions in so far as that ‘client’ provides personal data which, by using this web site the commercial user consents to our processing such data in accordance with these Terms and Conditions and our Privacy⁄Security Policy.

   In the event that you use any of the products or services contained on this web site for commercial use, then we shall be entitled to charge you at our rates from time to time in force and previously notified to you in respect of such commercial use. However and for the avoidance of doubt, we are under no obligation to previously notify you in respect of such commercial use.

4. Use of Site

   You may only use this web site for personal use to make legitimate reservations or purchase of a holiday and⁄or products connected with that holiday. You shall not copy, use, tamper or alter any content of this web site and shall only print off pages for your own personal reference.

5. Copyright

   The copyright in the material contained in this web site belongs to us, our partners or our licensed source. For the purposes of a transaction any person may copy any part of this material for their personal use, subject to the following conditions:

   • the material may not be used for any commercial purposes;

   • the copies must retain any copyrights or other intellectual property notices contained in the original material;

   • the products and technology or processes described in this web site may be subject to other intellectual property rights reserved by us or other third parties (and no licence is granted in respect of those intellectual property rights);

   • images and logos on this web site are protected by copyright and may not be reproduced or appropriated in any manner without the written permission of their respective owner(s)

   It should be noted that all text, images, software, databases and programmes relating in anyway whatsoever (unless provided by a third party under contract) to this website are the Intellectual Property of Sunmaster.

   The images, logos and names on this web site identify us and our carefully selected partners. Nothing contained in this web site shall be deemed to confer on any person any licence or right on the part of the companies mentioned above or any third party with respect to any such image, logo or name.

6. Changes to Terms and Records of Agreements

   We and our partners reserve the right to change these terms and conditions at any time by posting changes on this web site. It is your responsibility to review the web site terms and conditions regularly to ensure you are aware of the same. Your use of this web site after a change has been posted will be deemed to signify your acceptance of the modified terms and conditions. We recommend that you print off and retain for your records a copy of these terms and conditions from time to time and a copy of any terms and conditions relating to any product or service which you apply for on–line, together with any related application and⁄or proposal form duly completed and submitted to us or our partners (and received by us or our partners). Any amendment to any terms and conditions must be agreed in writing by us or by the relevant company with whom you contract.

7. Disclaimers

   Whilst we have worked diligently to provide accurate and complete information, in no event will we be liable (whether in contract or tort, including negligence or breach of statutory duty or otherwise) for any losses sustained and arising out of or in connection with use of this web site including, without limitation, indirect or consequential losses, loss of profit, loss of data or special loss.

   We do not make claim that the information contained in this web site is accurate, comprehensive, verified or complete, and shall accept no liability for the accuracy or completeness of the information contained in the web site or for any reliance placed by any person or party (including but not limited to any third party) on the information contained herein. Furthermore and for the avoidance of doubt, should a manual input ‘pricing’ or ‘description’ error occur, we reserve the right to inform you, cancel your booking request for ‘nil’ cost and give you the option to re-book at the higher price or lower price (as dictated at the time).

   We do not warrant that the functions or materials accessible from or contained in this web site will be uninterrupted or error free, that defects will be corrected or that this web site or the server that makes it available are virus or bug free or represent the full functionality, accuracy or reliability of the materials. Furthermore, we declare and you accept that we cannot be held responsible for any acts, errors or omissions contained within this site.

8. Links to other Web Sites

   Certain (hypertext) links may lead you to web sites that are not under the control of us or our carefully selected partners. When you activate any of these links, you will leave our web site and we have no control over and will accept no responsibility or liability in respect of the material on any such other web site. By allowing links with third party web sites we do not intend to solicit business or offer any security to any person in any country, directly or indirectly.

9. Monitoring of Phone Calls⁄E-mails

   Entirely subject to our Privacy⁄Security Policy, telephone calls using the telephone numbers provided on this web site and email correspondence with us at the email addresses accessible through or discernible from this web site may be recorded or monitored. By using such communication methods you are consenting to the recording or monitoring of the same.

10. Product Terms and Conditions

    If you apply for any product or service detailed on this web site, these Terms and Conditions should be read in conjunction with any other terms and conditions which relate to any such product or service i.e. Booking Terms & Conditions (in particular those of our carefully selected partners e.g. airlines, car hire companies and hotel operators).

    In the event of any contradiction between these Terms and Conditions and the specific terms and conditions relating to such product or service, the latter shall prevail.

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If you'd like to read more on how and where we collect or how we use your personal data, please see our Privacy Notice.

In the Privacy Notice, you can also find out how to stop receiving marketing information.

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In order to enable you to keep browsing efficiently, we may use "session" cookies on this Website.

If you'd like to read more on how and where we use cookies and for what purpose, please see our Cookie Policy.

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For your convenience please find below links to our flight operators Terms and Conditions:

• Cosmos
• EasyJet
• Flybe
• First Choice
• Jet2
• Jewel in the Crown
• Monarch
• Norwegian
• Olympic
• Red Sea Holidays
• Ryanair
• Skytours
• Thomas Cook
• Thomson

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