Terms and Conditions

Ever After Holidays Ltd – Booking Terms & Conditions (DIRECT – 2025)

1. Your Holiday Contract

1.1 Your booking is made with Ever After Holidays Ltd under Hays Tour Operating Limited (“us”, “we”), and the following booking conditions form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read and agreed to these booking conditions. Ever After Holidays reserves the right to amend these terms and conditions at any time without prior notice.

1.2 In these booking conditions, “you” and “your” mean all persons named on the booking (including anyone who is added or substituted) or any one of them, as the context requires.

1.3 The person who makes the booking (the “lead passenger”) must be at least 18 years old and have the authority to agree to these booking conditions on behalf of all persons named on the booking.

2. Before You Book

2.1 Passport, Visa and Immigration Requirements
Your specific passport, visa, and other immigration requirements are your responsibility. You should confirm these with the relevant Embassies and/or Consulates. We do not accept responsibility if you are unable to travel because you have not complied with any passport, visa or immigration requirements.

2.2 Travel Advice
The Foreign, Commonwealth & Development Office (FCDO) issues essential travel advice on destinations, including information on passports, visas, health, safety, and security. See www.gov.uk/foreign-travel-advice. We do not accept responsibility if you cannot travel because you have not complied with the necessary requirements.

2.3 Health & Vaccinations
Contact your GP or a specialist vaccination centre for details of any health measures you need to take prior to departure. You must also take account of UK and overseas government guidelines. We do not accept responsibility if you cannot travel because you have not complied with these requirements.

2.4 Excursions and Activities Forming Part of Your Package
We offer various excursions and activities that can be booked as part of your holiday arrangements. These will be shown on your invoice. Some activities require participants to be in good health; by booking, you confirm that everyone taking part is fit to do so. You must follow all safety instructions. Excursions and activities may be subject to minimum numbers and can be cancelled at short notice. If this happens, we will refund all monies paid for the affected excursion or activity.

2.5 Excursions and Activities Not Forming Part of Your Package
Excursions or activities you do not book with us (including those we introduce you to while you are away) are not part of your package holiday with us. Your contract will be with the local operator, and we are not responsible for the provision of that excursion or activity or for anything that happens during it.

3. Booking and Paying for Your Holiday

3.1 Deposits
When you confirm a holiday booking, you must pay a deposit of £250 per person, or any higher deposit that applies to your holiday. Deposits are only refundable as set out in these booking conditions.
Some airlines (for example, British Airways) impose earlier ticketing deadlines, which can make your balance due date earlier than the usual 12 or 14 weeks before departure. We will advise you of this at the time of quotation.
Certain airlines, on specific airfares, may require full payment at the time of booking, and these fares may be non‑refundable and non‑transferable. We will advise you before confirming your booking if this applies.

3.1.1 Low Deposit Bookings
If you choose to pay a low deposit at the time of booking, you will be advised what the remaining deposit balance is and when it is due. If you fail to make payment on or before the due date, your holiday will be automatically cancelled and cannot be reinstated. You will have been sent a document at the time of booking setting out the low deposit terms and conditions, and by proceeding you confirm acceptance of those terms.

3.2 Final Balance Deadlines
Bookings made directly on our website or within 84 days (12 weeks) of departure require full payment at the time of booking. For bookings including a cruise, full payment is required if booked within 98 days (14 weeks) of departure. If the balance is due earlier than these periods (for example, due to an airline ticketing deadline), we will advise you at the time of booking and your invoice will reflect this.

3.3 Non‑Refundable Arrangements
Some travel arrangements must be paid in full at the time of booking and/or are non‑refundable if you cancel. We will inform you when you book if this applies. Please also see 6.3.

3.4 Non‑Payment
The balance must be received at least 84 days before departure (98 days for bookings including a cruise), unless an earlier date is advised (see 3.1–3.2). If full payment is not received on time, we reserve the right to treat your booking as cancelled and to retain your deposit. If you have promised payment and still fail to pay, the cancellation charges shown at 6.2 will apply based on the date we reasonably treat your booking as cancelled.

3.5 Price Errors
We reserve the right to cancel a booking made at an incorrect price. If this occurs, we will notify you as soon as reasonably possible. You may choose to accept the correct price, book an alternative holiday, or receive a full refund.

3.6 Booking Confirmation
A booking is not accepted until we issue an invoice. The date shown on the invoice is the booking date. Once the confirmation invoice has been sent, the contract between you and us is binding.

3.6.1 Price Guarantee
Once a deposit is paid, the holiday price is secured and guaranteed. While prices can fluctuate, the cost of your holiday is correct and agreed at the time of booking. If you re‑check your holiday with us or any other tour operator and the cost has decreased, you will not receive any difference back; equally, if the price increases after booking, you will not be charged any more. Prices are guaranteed and confirmed on the day of booking.

3.7 Changes Before Confirmation
Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease, correct errors in, advertised prices and to change any of the holiday details advertised. Any changes will be made known to you at the time of booking.

3.8 Checking Your Invoice
It is important to check the details on the invoice when received. If any details appear to be incorrect or incomplete, please contact us immediately as it may not be possible to make changes later. We cannot accept any liability if we are not notified of any inaccuracy in any document within 10 days of sending it out. We will do our best to rectify any mistake notified outside these time limits, but you must meet any costs involved in doing so. We may charge a fee for amendments.

3.9 Out‑of‑Date‑Range Flights; Pre‑Booking Seats & Early Ticketing
Out‑of‑Date‑Range Flights. Occasionally when a booking is made a long time before the departure date, flight details may not yet be available. If so, we will inform you at the time of booking. When timings and other flight details become available, we will inform you. We cannot guarantee flight times in advance. In some circumstances the airline may change; where a direct route was originally booked, the route will remain direct. If these flight details amount to a significant change (see 7.5), we will offer you the options set out at 7.8.
Pre‑Booking Seats & Early Ticketing. When you pre‑book seats, you enter into an agreement directly with the airline under its Advanced Seat Assignment Terms & Conditions. Ever After Holidays cannot be held responsible for airline changes to your seating, and we cannot guarantee that your preferred seats or upgrades will be available. Some airlines require your holiday balance to be paid in full and the flights to be ticketed before you can pre‑book seats or use loyalty rewards to secure them. If this applies:

• The full holiday package balance must be paid before ticketing.
• Once flights are ticketed early, different cancellation and amendment terms will apply. We will explain these to you verbally and confirm them by email. You must provide written confirmation that you understand and agree before we proceed.
• This requirement forms part of our contracts with airlines and cannot be changed or waived.
• We cannot be liable if the airline is unable to provide the specific seats or upgrades you request once flights are ticketed.
• All advance seat assignments are at the sole discretion of the airline and are not part of your holiday package.
  Under our Advanced Flight Guaranteed Pricing Policy, you will receive your airline locator for pre‑booking seats/printing E‑tickets between 300 and 84 days before your return date. We cannot specify an exact date, but we will provide the locator as soon as it is supplied to us.

3.10 Insurance
You must take out appropriate travel insurance which provides cover against loss of deposit or cancellation fees and against medical costs. Please read your policy details carefully and take them with you on holiday.

3.11 Advance Passenger Information
You must ensure Advance Passenger Information is submitted directly to your airline in advance of travel for all destinations.

3.12 Special Requests
We will endeavour to comply with reasonable special requests but cannot guarantee them and are not liable if they are not met. Where applicable, we will provide instructions to arrange assistance with airlines/airports; we cannot be held accountable for any failure by the airline to provide that assistance. If you need adapted or specific room types, we recommend booking those categories at the time of booking, as requests cannot be guaranteed. (For advanced seat assignments, the airline’s terms apply as in 3.9.)

3.13 Special Needs
We will endeavour to book an adapted room or stateroom where available and will advise you if this is guaranteed. Not all requests can be guaranteed and some hotels or cruise lines may charge a local supplement for adapted accommodation. We do not arrange airline special requirements (e.g., wheelchairs for boarding, oxygen tanks, or other medical assistance); customers must arrange these directly with the airline. Ever After Holidays is not liable for any damage, loss, or mishaps arising from the provision, non‑provision, or failure of such airline‑arranged services.

4. Your Financial Protection

4.1 We provide full financial protection for our package holidays.

4.2 For holidays which include a flight this is through our Air Travel Organiser’s Licence (ATOL) 10531, issued by the CAA, 45–59 Kingsway, London WC2B 6TE (www.caa.co.uk).

4.3 When you buy an ATOL‑protected 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.

4.4 We will provide 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 under your contract to that alternative ATOL holder. If it is not possible to appoint an alternative ATOL holder, you will be entitled to make a claim under the ATOL scheme (or with your credit card issuer where applicable).

4.5 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 you under the ATOL scheme. 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). Any such claims may be re‑assigned to another body if that body has paid sums you have claimed under the ATOL scheme.

4.6 When you buy a holiday which includes a flight, all money you pay to a travel agent is held by them on behalf of the Trustees of the Air Travel Trust, subject to their obligation to pay it to us so long as we do not fail. If we fail, any money held by the agent, or subsequently accepted from you by them, is and continues to be held on behalf of the Trustees without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies you pay to a travel agent are held by them on our behalf at all times.

4.7 When you buy a package holiday without a flight, protection is provided by way of a bond held by ABTA, 30 Park Street, London SE1 9EQ (www.abta.com).

5. If You Want to Change Your Holiday

5.1 If you wish to change any part of your holiday arrangements after the invoice has been issued (for example, your chosen departure date or accommodation), we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the lead passenger. If it is possible to make the change, it will be subject to an administration charge of £100 per person, plus any further costs we incur in making the alteration. These costs generally increase closer to departure. Administration charges are payable at the time of change and are non‑refundable. If you wish to remove accommodation or tickets from your booking, a cancellation charge will apply to the removed element where it is non‑refundable.
Amendments made within 98 days prior to departure are subject to cancellation charges as per Section 6.2.

5.2 Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. Scheduled airlines normally regard name changes as a cancellation and rebook; any alteration may therefore incur a 100% cancellation charge in respect of the airfare. We will advise you at point of request.

5.3 Some accommodation and transport is priced according to the number of people. If fewer people share, the cost per person may increase.

5.4 If you change your booking to a holiday of lower value and then cancel the holiday, we may levy cancellation charges based on the original higher value.

5.5 Transferring Bookings
A name change is not permitted on holidays packaged under ABTA Y6657 & Y6658; this would be at loss of deposit. You may transfer the booking to another person with a new deposit. An administration charge applies: £100 per person for transfer requests made more than 84 days before departure, and £200 per person within 84 days before departure, plus any further costs we incur. As most airlines do not permit name changes after tickets have been issued, these charges are likely to include the full cost of the flight. Both you and the new traveller are responsible for all costs incurred. Administration charges are payable at the time of change and are non‑refundable.

6. If You Cancel Your Holiday

6.1 If you or anyone on your holiday booking wishes to cancel the holiday, the lead passenger must notify us in writing (including by e‑mail). Any notification by telephone will take effect at the time given provided it is confirmed in writing by the lead passenger within 24 hours. No changes will be made until we have written confirmation.

6.2 Since we incur costs in cancelling your travel arrangements, cancellation charges apply. The amount depends on how long before departure you cancel and whether your holiday includes a cruise. “Deposit” means any amount paid or payable at the time of booking. Additional supplier charges may also apply and will be advised at the time of your cancellation request.

Cancellation charges if your holiday does not include a cruise

* or greater, subject to supplier cancellation fees.

Cancellation charges if your holiday includes a cruise

* or greater, subject to supplier cancellation fees.

6.3 Higher cancellation charges may apply in cases where we know that the costs to us of cancelling your travel arrangements will exceed the standard charges. If this is the case, we will advise you at the point of requesting cancellation of any element of the package.

6.4 Insurance premiums and amendment charges are not refundable in the event of cancellation.

6.5 You can cancel your booking without paying cancellation charges if the performance of your holiday, or travel to your destination, is significantly affected by unavoidable and extraordinary circumstances at your destination or in its immediate vicinity. We will observe advice provided by the FCDO.

7. If We Change or Cancel Your Holiday

7.1 Accuracy of Information
We rigorously check the information in our advertising to ensure that it is correct to the best of our knowledge at the time of issue. However, we cannot guarantee the accuracy of descriptions. Facilities may have changed from those advertised or be unavailable. Hoteliers and other suppliers may maintain or improve facilities or take a break. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. We will endeavour to advise you of any significant changes that we become aware of prior to your departure.

7.2 Building Works
Many hotels and resorts continue to develop, sometimes with little or no advance warning. While we have no control over such work, we will notify you as soon as possible if we are informed of works likely to seriously impair the enjoyment of your holiday. Alternative accommodation will only be offered if we have been notified that building works will have a significant impact on your stay.

7.3 Exclusive Escorted Departures
Provision of an Ever After Holidays staff escort on our advertised Exclusive Escorted Departures is subject to minimum passenger numbers. Should minimum numbers not be reached, your holiday will continue with local ground representation. If this is the case, we will notify you a minimum of four weeks prior to departure.

7.4 If We Change or Cancel Before Your Departure
We plan arrangements well in advance using independent suppliers (airlines, hotels, etc.) over whom we have no direct control. On occasion, changes do have to be made, and we reserve the right to change or cancel your holiday at any time. If we must make a significant change or cancel, we will tell you as soon as possible.

7.5 What Is a Significant Change?
A significant change includes a change of accommodation to one of a lower standard for the whole or a major part of your stay, a change of flight time of more than 12 hours, a change of UK departure airport (except between London airports), or a significant change of resort area.
Examples of insignificant changes include alteration of your flights by less than 12 hours, changes to aircraft type, carrier changes, change of accommodation to another of the same or higher standard, and changes to or retraction of board basis or offers by hotel suppliers out of our control. Local theme parks and entertainment sites can change operational procedures at any time; these are classed as insignificant changes.

7.6 We will only cancel your confirmed booking after you have made full payment where we are forced to do so by unavoidable and extraordinary circumstances (see 7.10) or if the minimum number of clients required for a particular arrangement is not reached.

7.7 If we cancel your holiday, you can choose either to have a refund of all monies paid or to accept an alternative holiday of comparable standard from us (we will refund any price difference if the alternative is of a lower value).

7.8 Your Options Following a Significant Change
Where there has been a significant change to your holiday, we will offer you the choice of:

• accepting the changed arrangements; or
• accepting alternative travel arrangements, if available (we will refund any price difference if the alternative is of a lower value); or
• cancelling, in which case you will receive a full refund.
  We will tell you the procedure for making your choice. Please read any notification carefully and respond promptly; if you do not respond within the timescale given, your booking may be cancelled.

7.9 Compensation for Significant Changes or Cancellation
If we must make a significant change or cancel, we will pay compensation as set out below, unless: (i) we are forced to do so by unavoidable and extraordinary circumstances (see 7.10); (ii) the minimum number of passengers necessary to operate your holiday has not been reached; or (iii) you have failed to comply with a significant requirement of these booking conditions (such as making payment on time).

No compensation is due for insignificant changes.

7.10 Unavoidable and Extraordinary Circumstances
We shall not be in breach of our contract nor liable for delay in performing, or failure to perform, any of our obligations if such delay or failure results from circumstances beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken, including but not limited to: actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics/pandemics, fire or unavoidable technical problems with transport.

8. On Holiday (Including Behaviour)

8.1 Flight Delays
When a delay occurs, airlines will try to make sure accommodation, refreshments or meals are provided when appropriate. Such arrangements are the responsibility of the airline. If you have taken out travel insurance, you may have cover against delays. You may also be entitled to delay compensation from the airline.

8.2 Cutting Your Holiday Short
If you return home early where a problem with the services provided does not reasonably justify it, we will not offer a refund for the part of your holiday not completed or be liable for any associated costs. Depending on the circumstances, your travel insurance may offer curtailment cover.

8.3 Behaviour Standards
If, in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing or is likely to cause danger or upset or persistently affect the enjoyment of others, or to cause damage to property, we reserve the right to terminate your holiday. Should this happen, no refund or compensation will be paid and we will have no further responsibility for your holiday arrangements (including any return travel).
In addition, we reserve the right to cancel your booking and issue a full refund before travel if there is a serious breakdown in communication whereby you are rude, aggressive, or uncooperative with our team. We will not tolerate unnecessary, abusive or hostile behaviour towards our staff. If your holiday is terminated under this clause, no further services will be provided and we will have no additional liability to you.

8.4 Damage
You will be responsible for all damage you cause to any vehicle, accommodation, or their contents during your holiday. These charges may need to be paid locally.

8.5 Additional Assistance
If you are in difficulty whilst on holiday and ask us to help, we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance, and helping you to find alternative arrangements and make any necessary phone calls/emails. You must pay any costs we incur if the difficulty is your fault.

8.6 Representative Services
Please note we do not have representative services available in all destinations and therefore you will not necessarily be met on arrival. Please refer to your travel documents which will provide the appropriate contact details should you need assistance (see section 10).

8.7 Airline Failure
In the unlikely event that the airline with which you are traveling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative.

8.8 Charges Payable Locally
In addition to your holiday price you may have to pay charges locally in resort, such as city taxes, resort fees and breakage/security deposits. Please ensure you have sufficient local currency available at your destination.

9. Our Liability to You

9.1 This clause sets out our entire financial liability (including liability for the acts or omissions of our employees, agents, and subcontractors) to you under or in connection with our contract.

9.2 We are responsible for the performance of the travel services included in your package travel contract, irrespective of whether those services are to be performed by other travel service providers (our suppliers). If any of the travel services are not performed in accordance with the package travel contract and we do not put that right, we may be liable to offer you compensation, but within the limits of the law and the terms of our contract with you (see section 10 regarding issues locally overseas and the procedure for assistance to rectify).

9.3 Nothing in these booking conditions shall limit or exclude our liability for:
9.3.1 death or personal injury resulting from negligence; or
9.3.2 fraud or fraudulent misrepresentation; or
9.3.3 breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
9.3.4 any other liability for which it would be illegal or unlawful for us to limit or exclude.

9.4 We shall not be liable to you, whether in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, for any damage, expense, cost or other sum or claim of any description whatsoever which results from:
9.4.1 your acts or omissions; or
9.4.2 unavoidable and extraordinary circumstances (see 7.10).

9.5 Without prejudice to clauses 9.3 and 9.4, our total liability arising under or in connection with our contract with you, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, shall be limited to a maximum of three times the cost of your travel arrangements.

9.6 Our liability will also be limited in accordance with and/or in an identical manner to:
9.6.1 the contractual terms of our suppliers (such as airlines, accommodation, or transport providers) that provide your travel arrangements. These terms are incorporated into this contract; and
9.6.2 any relevant international convention (for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation), which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having the benefit of any limitation of compensation contained in these or any conventions.
9.6.3 Copies of the transport companies’ contractual terms, or the international conventions, are available on request.

9.7 Under EU Regulation 261/2004 you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation, or delay to flights. Full details will be publicised at EU airports and available from airlines. However, reimbursement from the airline does not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline, or any other service provider, will be deducted.

9.8 If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

10. If You Have an Issue, Comment or Complaint

10.1 If you have a complaint about any of the services included in your holiday, please inform our local agent or notify the supplier of the service in question (e.g. hotelier). Your travel documents contain the relevant contact information. If your issue is not resolved locally, please contact us through our 24‑hour Emergency number +44 7956833343 and we will endeavour to put things right. If there is no answer, please send a text message and we will be in touch as soon as possible.

10.2 If you do not make your complaint known as soon as possible while on holiday, this will affect our ability to investigate and take remedial action and this may affect your rights under your contract with us.

10.3 If a problem remains unresolved during your holiday, you must make a complaint in writing to us within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number.

10.4 We are a Member of ABTA, membership number Y6657/Y6658. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

10.5 You can also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

11. Privacy Notice

11.1 We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website.

12. Governing Law

12.1 Your contract with us and any dispute or claim arising out of or in connection with it shall be governed by the law of England and Wales.

12.2 You and we irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non‑contractual disputes or claims) arising out of or in connection with the contract between us.

Additional Notices

• Ever After Holidays Ltd is part of the Hays Travel Independence Group.
• These terms apply to our own holidays booked under ABTA Y6657/Y6658.
• Any Package Holiday T&Cs booked under ABTA P8146 are available on request at the point of booking.
• Reminder on Seat Selection: When pre‑booking seats with any airline you are agreeing to the airline’s Advanced Seat Assignment Terms & Conditions. This is an agreement between you and the airline. Ever After Holidays cannot be held accountable for any amendments the airline makes to seating. Our contract with you is to provide everything as per your confirmation invoice.
• Guaranteed Pricing & Locators: When booking a holiday in advance of 11 months on our guaranteed pricing, we endeavour to provide your airline locator between 300 and 84 days before your return date (see 3.9). This will be emailed to you once received.