TERMS AND CONDITIONS
Our company details: we are Real Deal Holidays Limited, an English company RealDealHolidays.com is part of Real Deal Holidays Ltd, Companies House registered: Company number 10309891, of trading address- Kemp House, 169 City Road, London, United Kingdom, EC1V 2NX.
In these booking conditions, when we use the words “we” “us” or “our”, we mean Real Deal Holidays/RealDealHolidays.com Limited.
When we use “you” or “your”, we mean the person who made the booking with us (the ‘Lead Name’ or Lead Booked on your holiday).
Which Laws Apply To This Contract?
Your contract with us is subject to English law and the below terms and conditions on any purchase made with us. If you want to take legal action against us, you can only issue that legal action in a court in England or Wales, unless you live in Northern Ireland or Scotland, in which case the courts of Northern Ireland or Scotland (as appropriate), can deal with any disputes.
Our third party suppliers also have their own terms and conditions (“Suppliers’ Conditions”). They govern the services they provide to us and you’ll be bound by these, even if you have a purchase with us directly.
In the event of any conflict between a supplier’s terms and conditions and these booking conditions, the supplier’s term or condition will be enforced over ours, unless it is deemed under English law to be invalid or unenforceable, in which case the relevant term or condition in our booking conditions will prevail.
Some of our suppliers' conditions may limit or exclude their liability to you and, because they’ll apply to your contract with us, may also limit or exclude our liability to you. Suppliers’ terms and conditions are often subject to international conventions too, which limit their (and our) liability. You can get copies of the relevant supplier’s terms and conditions if you ask us.
Our ABTA/ATOL licensing compliance- RealDealHolidays.com acts as an agent in respect of all bookings made on our website therefore whilst we do not hold an ABTA or ATOL licence and we do make this clear on our disclaimer on our main site alongside numerous other parts of the site we do hold business insurance for public and professional liability as a travel agency to protect our customers.
We do also ensure all of our suppliers are ABTA and ATOL licensed with a good reputation within the industry, giving you full financial protection and/or the applicable protection scheme in their respected countries.
In line with UK ATOL Laws we do not sell, organise or create package holidays.
All flights sold on our site go to our ATOL partner's systems and all purchases are therefore made with a ATOL holder.
For all bookings, your contract will be with the applicable supplier principal of your chosen arrangements, and RealDealHolidays.com acts only as an agent on their behalf.
We do not create or organise package holidays again in line with ATOL law.
We do not sell flights directly ourselves in line with ATOL law.
All our deal section/recommended for you banner section ‘deals’ are available on our website as per the above terms and are organised by third party supplier principals on whose behalf we act as agent/affiliate/advertiser.
We are hoping in the future to purchase an ABTA/ATOL license as the business expands to give our consumers better choice, better value and better protection.
1. - Price Changes
After you’ve made a conﬁrmed booking for a purchase, there are limited circumstances in which the price of that purchase can increase which is because of the way the travel industry works, the price of single components may increase if the component supplier (e.g. hotel, car hire company, etc.) changes their prices.
In the case of bookings that change: there will be no change to the price within 30 days of your scheduled departure date/purchase date unless specified in our suppliers terms and conditions, but we can increase the price of your purchase at any time up to 30 days before the departure date unless specified otherwise in the supplier terms and conditions relevant to your booking.
If we need to do so because there’s been a change in the cost of providing your purchase that’s outside of our control, such as the cost of fuel, government taxes or fees, or exchange rates.
We’ll absorb always as a gesture of goodwill towards our customers the ﬁrst 1% of any necessary price increase, but if the increase in your booking price is more than 1%, you’ll have to pay the amount that exceeds 2% plus an administration fee (excluding any premiums and amendment charges you’ve paid for).
If this means you’ll have to pay an amount that’s more than 4% of your purchase price, you’ll have two choices, either:
1) you can accept a change to a different deal that we offer you. If the deal we offer is of equivalent or higher quality you won’t have to pay more, and if it’s of lower quality we’ll refund the difference in price; or
2) if we can’t offer an alternative, or if you don’t want to accept the alternative deal we offer, you can cancel and receive a full refund (except for any amendment charges you’ve paid). You need to decide on option 1) or 2) within 14 days of the date we notify you of the price increase.
We reserve the right if we are to suffer a loss in the above options to make you no offer but a refund minus supplier cancellations charges as per applicable with your supplier/booking.
Single Components Bookings such as Hotels: Price increases may occur any time prior to your purchase, if so you’ll have to pay any such increases in full.
2 - Making A Booking and Paying
Our website provides all the information you should need to choose real deals..Surreal prices!
However, if you need any extra help or information, you should speak to our online customer help team via live chat or telephone or email.
On Request Bookings: A Holiday or Single Component booking isn’t confirmed until we issue a confirmation invoice.
Some travel and accommodation arrangements are only available on a ‘on request’ basis and we can’t confirm these until we receive confirmation from our supplier.
Any arrangements that are provisionally booked ‘on request’ are not confirmed or guaranteed and are subject to change (including price) until we receive confirmation from our supplier.
This particularly applies when booking from our deals section.
It also applies to bookings attempted online which are not immediately confirmed by us by email confirmation.
The Lead Name & Their Responsibilities: The person who instructs us to make the booking, who submits the online booking or who completes the booking by telephone is the 'Lead Name'. He or she must be 18 years of age or over at the time of booking (or 21 years in some cases as required by the supplier of services - you will be advised if this applies at the time of booking). Please note that any booking for someone under 18 (or 21 if applicable) is expressly subject to our ‘Age Policy’ (see below).
The Lead Name is the person who is entering into the contract with us. By making a booking, the Lead Name is agreeing to these booking conditions (which include the information in the Holiday Information page).
The Lead Name is the person responsible for paying the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable – even if any of the other people travelling on the booking fail to pay their share of the price.
The Lead Name agrees to provide all those who are named as passengers on the booking with accurate and full information regarding the travel arrangements booked, including any changes made to those arrangements by us or the Lead Name, and confirms that all those named passengers, including any that may be added at a later date, agree to be named on the booking and agree to be bound by these booking conditions. When we have confirmed a booking, only the Lead Name can cancel or amend the booking. However, in the case of the death or serious illness of the Lead Name we’ll accept a written instruction to cancel or amend signed by another person named on the booking subject to our supplier’s requirements.
Paying For Your Booking: At the time of booking any arrangement on our site, each arrangement ie: hotel and car hire will be purchased under seperate arrangements/contracts/bookings and you agree to pay us either:
• a immediate non-refundable security deposit which is deducted from your total booking price if paying via bank transfer to reserve your booking with our supplier.
•or the full cost if paying via credit card/debit card/PayPal -
If you fail to pay the full balance of your booking via bank transfer to us after 72 hours we will cancel your booking and keep any security deposit held.
In terms of flights sold on our site-
All Payments are made directly to our ATOL business partner's bank account via bank transfer and/or you will be sent a direct link to pay the ATOL holder directly via credit/debit card.
Please note -that your arrangement for flights will be subject to the ATOL holder's booking terms and conditions.
Special Requests: If you have a special request for something that is not automatically part of your booking (e.g. quiet room, low floor room, vegan meal on the flight, etc), please make the request at the time of booking.
We will pass your request on to the relevant supplier to ask if they can provide what you want. Special requests are not guaranteed to be met - even if we’ve made a note of your request on your invoice.
That just means we’ve received the request and have passed it on to the supplier. We will not pay compensation for failing to meet a special request unless we’ve confirmed separately in writing to you that the request will be met.
3 - Confirming your booking and contract with us
Once you’ve booked we’ll issue a confirmation invoice setting out the travel details and our price. A contract will exist between you and us when we issue the confirmation invoice. Please check the details on your confirmation invoice carefully. If you have any questions, or anything does not appear to be right, you must contact us, immediately. As mentioned above, pay particular attention to the date your final payment is due as we may cancel your Holiday / Single Component if you don’t make your final payment on time. If we do this we’ll keep your deposit. If we agree to extend the deadline for you to pay the final payment at your request, and you still fail to pay by the agreed new deadline, we’ll cancel the booking and you’ll be liable to pay cancellation charges subject to your bookings suppliers terms and conditions which on request we will provide you. We reserve the right at anytime to amend a price should our supplier and if any pricing is an error to cancel the booking so we suffer no financial loss, in any case you will receive a refund of any monies paid to us/our supplier.
4 - Age Policy
If you are under 16 (or 21 in some cases) at the time of booking and wish to travel without an adult accompanying you, we’ll only allow you to travel if you meet the following conditions in addition to any other specific conditions/restrictions advised at the time of booking as maybe applicable to our suppliers terms of your booking or shown on your confirmation invoice from us: • You will only be allowed to travel/stay in the accommodation if you can satisfy our supplier’s age policy (note, some suppliers refuse to accept groups of under 18’s and/or passengers aged below 21); • some of our suppliers have a minimum/maximum age range (e.g. 17-35, minimum age 21); • in some accommodation, under 18’s travelling without an adult are not allowed to stay on an all-inclusive board basis in a hotel; • we do not permit anyone under 16 to travel without an adult. • if you want to travel without being accompanied by an adult (aged 18 or over) and meet the above conditions, you must still provide written authority from your parent or legal guardian. Your parent/legal guardian must sign a written booking form and scan this to us with a sworn legal agreement that they are the legal guardian (telephone and online bookings cannot be made if you are under 18). Our staff may ask your parent/guardian to produce a copy of their passport showing their name and signature. Written permission from a parent/guardian cannot be accepted unless their signature can be checked. By signing the booking form, your parent/guardian will become the Lead Name even though they won’t be travelling, and will be the person who enters into the contract with us. Where we allow you to travel without being accompanied by an adult (aged 18 or over), you must take written authority from your parent/legal guardian with you as this may need to be given to the accommodation supplier. Failure to comply with the above conditions may result in your booking being cancelled at any point before or after your departure. If this happens, you will be liable for any costs incurred in finding/paying for alternative accommodation and/or transport home.
5. – Financial Protection
We make it clear on numerous occasions on our website that we are not licensed with either ABTA and ATOL protected and you receive protection from them through all of our suppliers who are bonded with them, therefore we abide by all ATOL licensing laws.
Our suppliers identified on your ATOL Certificate, will provide you with the travel services listed on the ATOL Certificate (or a suitable alternative).
Single Components: Please note, with the exception of flights in the unlikely event of our collapse/insolvency, any money you have paid is not protected by a scheme of financial protection. If this is important to you, we recommend you book obtain suitable travel insurance alongside your booking..
6 - Travel Insurance
Each person travelling on your booking must have adequate travel insurance cover suitable for the type of trip you’ve booked. In particular, you need cover for any emergencies such as illness or injury that might arise while you’re away and, for your own peace of mind, you should have cover in case you have to cancel your booking before travel. We cannot be held responsible for any costs you incur as a result of failing to take out adequate travel insurance.
7- Travel Documents and Health Advice
It’s your responsibility to make sure everyone travelling has valid travel documents (e.g. Passport, Visa) and has followed health advice. For up to date UK Government health & travel advice please visit www.fco.gov.uk, www.hpa.org.uk and www.nathnac.org and contact your GP. We can’t accept any liability for your failure to do this. If we or your carrier are fined because anyone on your booking didn’t have the correct documents/vaccinations, etc., you’ll have to reimburse us and maybe legally pursued should the need be required..
8 - Advance Passenger Information
To comply with UK and International regulations on Border Control and Aviation Security, before travel you must provide passport and certain other information, for each person travelling to the airline that is going to carry you (‘Advance Passenger Information’ or ‘API’). Please check your booking documents for details of how and when to submit this information or contact us as this may vary dependent on destination and also your supplier relevant to your booking. Failure to provide API by the deadlines stated (which may be several weeks before travel), could mean you can’t travel or, if the airline allows you to submit the information at the airport, you may be charged for this.
9 - If you want to cancel a booking
Only the Lead Name on the booking can ask us to cancel it or to remove any of the named passengers from it. You must put your instruction to cancel the booking or cancel off any passenger in writing and either give it to your Travel Agent or send it to our correspondence address as stated on our confirmation invoice. The cancellation charges vary from supplier to supplier and are dependent from the date we receive your cancellation instruction at our offices. In order to cover our expected losses from the cancellation there’s a set scale of charges which must be paid by you if you or anyone travelling with you cancels or you cancel any services or arrangements that form part of your booking with us. The charges are a percentage of the cost of the arrangements being cancelled. If any member of the booking cancels and you can’t fill that person's place, you may have to pay extra for your accommodation. For example, you may have to pay single or under-occupancy supplements. If you cancel, you must still pay any insurance premiums and amendment charges, which arose before the cancellation, and any deposits paid for any pre-booked items or services. Please ensure you understand what charges you’ll have to pay if you cancel your booking or cancel someone off it, and ask us before you book. Optional Extras: 'Optional Extras', means anything you choose to add to your booking that’s not already included in the price (such as flight extras, flight upgrades, car hire, weddings, park tickets, tours, excursions). If you cancel any Optional Extras for which there’s a cost, we’ll retain any deposit paid for the Optional Extra or we’ll apply cancellation charges dependent on supplier if you cancel the Optional Extra before/after your full Holiday cost has been paid. Changes or cancellation requests made for reasons such as ‘finding the booking cheaper’ are not valid once booked unless our supplier has a price guarantee, of which we will submit your claim to them and reimburse you where applicable and if not you will incur a cancellation charge, whilst we entail to give you the lowest price possible, we also have to corporate business and admin factors into bookings where applicable.
10 - Changes made before you travel
If you want to change your travel arrangements before you travel, we’ll try to help but we can’t guarantee it will always be possible, because changes are subject to availability at the time and to the supplier’s terms and conditions. If we can make the change you ask for, you’ll have to pay for any additional services, facilities, or other items you request at the price, which applies on the day the change, is made. We’ll also apply an amendment charge for each person on the booking and for each item you want to change. Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made. If the number of people in your accommodation changes, you may have to pay extra and may lose any free or reduced infant and child places or any free group places. Any change to your departure date, airport, transport, destination, accommodation, or length of holiday must apply to everyone on your booking.
12. Changes Made By Us Before You Travel
Sometimes we’ll have to make changes to your booking arrangements. Significant Changes: If any change will have a significant effect on your booking, we’ll tell you about it before you travel (if there is time). The sort of significant changes we’ll tell you about include some that our suppliers may make: • A change of UK departure airport (although a change between London airports including Gatwick, Heathrow, Stansted and Luton will not usually be considered significant). • A change to your destination. • a change of more than 12 hours to the time you leave the UK or your destination. • If we downgrade your accommodation by one full 'Tour Operator' rating, or, • if the swimming pool will not be available for an extended period during your Holiday and no alternative pool is available either at the property or nearby. If you don’t want to accept a significant change that we tell you about before you depart, we will, if we’re able to do so, offer you an alternative Holiday of equivalent or closely similar standard and price at no extra cost, or a less expensive Holiday, in which case we will refund the difference in price. If you don’t wish to take the alternative Holiday we offer you, you can choose another one of our Holidays and pay, or receive a refund of, any price difference. Alternatively, if you prefer, you can cancel your booking and receive a full refund of any money you’ve paid to us, except for any amendment charges, which arose before cancellation. Unless the change is as a result of circumstances listed in the paragraph below headed 'Changes Due To Circumstances Beyond our Control'. Other Changes: Any change, which is not deemed to be significant, as outlined above, will be classed as a minor change. We’ll try to tell you about a minor change before you travel but we won’t pay any compensation for a minor change. Aircraft Changes: The flights we offer are operated by a range of scheduled or charter airlines, using a range of aircraft. It may not be possible at the time of booking to specify the airline or type of aircraft. Two airlines may share the same services, so a flight may not be operated by the airline whose designated code is shown on your itinerary and travel documents. We’re required to inform you of the identity of the airline operating your flight. Any changes to the operating airline will be notified to you in all cases at check in or at the boarding gate. We reserve the right to change airlines or aircraft types at any time and any changes of this type are not a significant change. Changes Due To Circumstances Beyond Our Control: Except where we say differently elsewhere in these booking conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your Holiday or Single Component after booking, or we, or our suppliers, cannot supply your Holiday / Single Component, as we, or they, had agreed. When we refer to circumstances beyond our control we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, threat of war, airport closures, epidemic, natural or nuclear disaster, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened), Foreign Office advising against travel to a particular destination and significant building work taking place outside of your accommodation (such as resort development).
13- ‘Our Price Match Promise’ -The offer applies to all of our products.
The eligible product must be exactly the same in every respect, including being provided by the same airline, hotel etc with the same cancellation terms.
We reserve the right to ask for evidence of product availability and price before we accept your claim.
You must make your claim within 24 hours of making and paying for your booking with RealDealHolidays.com or 72 hours before making your purchase.
Successful claims will have the difference in price refunded to the payment card used or the price matched in a private invoice for you to purchase.
The following prices are excluded from the deal:
Prices that are part of a customer loyalty, members’ or loyalty reward scheme that is not available to the public.
When comparing prices, we consider only the total price of the products that have been booked, which may include mandatory costs such as airport access charges or foreign exchange fees.
Excursions include any sightseeing trips, events, tours, or similar, which you choose to go on in resort and which you pay for. Excursions can either be booked and/or paid for online ("Resort Booked Excursions") or pre-booked and paid for when you book single Components ("Pre-booked Excursions"). All excursions are arranged by third party suppliers and are subject to the paragraph "Suppliers' Conditions" at the start of these Booking Conditions and the paragraph “Our Liability to You For Your Holiday”. Subject to these paragraphs, we accept no responsibility for Pre- booked Excursions. Neither, Resort Booked Excursions do not form part of your Holiday and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992. We do not have any responsibility or liability whatsoever for anything that may go wrong on a Excursion it is our supplier. We, our representatives, employees or agents are acting as booking agents only for the relevant supplier of the Booked Excursion. The contract for any Booked Excursion you book is between you and the supplier of that excursion. It’s your responsibility to note carefully any conditions of contract contained in any excursion advertisement, booklets, ticket or receipt you’re given. For Resort Booked Excursions your excursion contract may be subject to the laws of the country in which you take the excursion and if you have a complaint about it, you may be required to bring any claim before the Courts of that country, rather than in the UK.
15 - Loss or Damage to Luggage/Items
As we act as an agent only we hold no legal liability or responsibility for any damage to luggage or items in travel. The amount of compensation we’ll pay for any loss of or damage to luggage is limited in accordance with the conventions law and we will simply file your claim with out supplier who will act accordingly. For claims for missing or damaged baggage you must follow the rules on your travel documents or included within the airline's conditions of carriage. Please note, you only have a limited amount of time within which to notify us or the airline and to make a claim. We won’t accept liability for high-value items because you should insure such items for the appropriate amount.
16- Customer Behaviour
We want all our customers to have an enjoyable, carefree holiday but you must remember that you are responsible for your actions and the effect they may have on others. If our supplier, or another person in authority, believe: • your actions could upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or could cause damage to property; or • you are unfit to travel; we may end your booking and terminate your contract. You and your travelling party will be prevented from using your booked accommodation, transport, and any other travel arrangements forming part of your booking and we will not be liable for any refund, compensation or any other costs you have to pay. Alternatively at our discretion, you may be allowed to continue with your booking but may have to comply with specific conditions. If your behaviour or the behaviour of any members of your travelling party causes any aircraft (or other transport) to be diverted we and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion. We cannot accept liability for the behaviour of other people staying at your accommodation or travelling on your flight, or for any facilities/services being withdrawn as a result of their actions. We’re not responsible, and we’ll have no liability, for accidents or injuries, loss or damage which may have been caused as a result of; (a) your inappropriate or irresponsible behaviour; (b) any broken glass/china or the like which you’ve broken and/or left in a way from which injury can result, or; (c), your judgment being impaired by alcohol or drugs.
17 – If you have a complaint..
We want all our customers to have an enjoyable time and we take customer service very seriously here at RealDealHolidays.com one of our main company vision statements and missions, is the customer and the customer being right. However, if you’re not satisfied please complain as soon as possible to the relevant person (for example, the accommodation management or transport supplier). If they can’t help, you must tell us via email/telephone or live chat, using any of the contact options we’ve given to you on your arrival or as shown on your travel documentation or our website. We’ll do everything reasonably possible to resolve your complaint whilst you’re on holiday. If you’re still not satisfied, ask the local Representative for a complaint case reference number. If you don’t have the services of a Representative or our Local Agent, or they’re not available, you must contact our Emergency Helpline (on the number shown on our website or you can email us) straight away for them to help resolve the problem. When you get back home, if you’re not satisfied please contact our Customer Relations team within 8 days of returning home via (email or letter) or phone us We’ll act as a liaison between you and the supplier, to try to assist in resolving the complaint. If we can’t help and you want to take matters further, you must contact the supplier directly. It’s difficult and sometimes impossible to properly investigate a complaint if we’re not told about it during the booking or once it’s over. Failure to follow the above procedures during your Holiday, and/or failure to complain within 8 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures during your Holiday, you or we could have taken steps to reduce any loss or damage suffered or could have entirely prevented it from being suffered.
18- Our Liability to you for your holiday.
We have a legal duty to use reasonable skill and care in providing the services and facilities that form any part of your booking arrangements, or in arranging for third party suppliers to provide those services and facilities, therefore we also try and ensure our customers are happy. We understand however that on rare occasions things do go wrong and when they do we are here to help. We will help as much as possible being a agent to our supplier should any issues arise. However our responsibility is to make arrangements for the provision of the components you book by relevant suppliers (such as hotel only, car hire only, etc.), but we do not have any responsibility for the operation of the component itself. We have no liability to you for any dissatisfaction, loss of enjoyment, loss, injury or damage, which results from your use of the Single Component unless we have negligently failed to select a normally competent supplier of the relevant component. In addition, we have no liability to you in any event for any consequential loss, which you may suffer in relation to any arrangements, which you book to coincide with the Single Component you’ve booked with us. In the event that we have any liability to you, our liability shall be limited in accordance with any applicable international convention.