Terms Of Service | Vibes Group UK | Good Vibes Only
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Vibes Group UK Terms And Conditions

1. Introduction

1.1. These terms and conditions, our privacy policy, and any other information we brought to your attention before we confirmed your booking, apply to your booking with Vibes Group UK Ltd, with registered office at 14 Cricklewood Lane, London NW2 1EX, United Kingdom (“we”, “us” or “our”). Please read them carefully and accept them in full prior to booking. In these terms and conditions, references to “you” or “your” includes the customer on the booking and all persons on whose behalf a booking is made or to any other person a booking is added or transferred. If you have any additional questions after reading these terms and conditions, please do not hesitate to contact our customer service staff, who will be happy to assist you.

1.2 We are merely acting as an agent or sub-agent of the service provider, except where we state the contrast of these terms and conditions. When you are making a booking on our platform, our service is only to receive and provide information about those travel services, and you will enter into a contract with the service provider of the travel service. Our conditions to you may vary depending upon which arrangements you book with us, and we set them out clearly at the end of this document.

2. Covid-19 And Entry Regulations

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

2.2 You may be required to undergo temperature checks, provide health information or certificates, wear personal protective equipment such as face masks and gloves and abide by social distancing requirements. There may also be other limitations on the number of persons who may use facilities or services at any particular time.

2.3 It is your responsibility to accept that certain Service Providers, ports, airports, border control or other third parties may need you and members of your party to perform certain health formalities. If you fail to meet these requirements or refuse to complete them, you may be denied boarding, exit, entry or the use of some other facility or service.

2.4 Some countries may impose quarantine or self-isolation measures upon travellers, whether in the place of destination or upon return. It is essential that you strongly familiarise yourself with the advice from your national authority for overseas travel before departing. In the UK, the Foreign and Commonwealth Office's latest advice for travel to other countries is available on the link below.https://www.gov.uk/browse/abroad/travel-abroad

2.5 Please note that we will issue no refunds for the fees you have paid for vaccination and quarantine requirements at your destination if those procedures are not carried out by the time you visit. (e.g., if you booked your holiday with us months prior to your actual departure date, and if, by the time you travel, COVID-19 regulations are lifted and you will not need to undergo quarantine requirements, no refunds will be issued).

2.6 In the circumstances where you advise us before travelling and the relevant Service Providers, or we decide that you are no longer able to travel because of the COVID-19 risk, then your booking will be handled as having been cancelled. Nevertheless, there will be options to explore with you whether you can postpone your booking to a later date.

2.7 While travelling, it is required that you acknowledge that Service Providers (or local laws and regulations or health and safety bodies) or we may require you to follow several measures intended to handle the risk of COVID-19. You may be obliged to self-isolate for some time, and you agree to comply with these requirements.

2.8 We have no accountability to you or any member of your party for any refunds, compensation, losses, costs, expenses, or damages you incur in conjunction with the matters specified above or if you are unable to travel. These are risks which you must protect against by purchasing comprehensive travel insurance.

2.9 You acknowledge that due to the impact of COVID-19, many hotels are closing on short notice or making adjustments to their facilities to ensure the safety of employees and travellers. Where a hotel closure affects your booking, we will arrange alternative accommodation for you to enable your holiday to continue.

3. Package Holiday

3.1 Many of the arrangements which we help you organise result into "Packages", as this word is defined in the Package Travel and Linked Travel Arrangements Regulations 2018 (“Package Travel Regulations”). A Package will exist if you are resident within the European Economic Area (EEA) and you book a combination of at least two of the following Travel Services in a single booking with us, where the arrangement covers a period of more than 24 hours or includes overnight accommodation.

  • Transport
  • Accommodation
  • Hire of motor vehicles
  • Other tourist services

In the case of where you are buying a mixture which involves 'other tourist services' and only one of (a), (b) or (c) above, then this will only be a Package if the 'other tourist services';

  • Are not necessary to (a), (b) or (c) above.
  • Are not bought after the start of the performance of (a), (b) or (c) above and
  • If unless it accounts for a vital proportion of the value of the Package, or otherwise serves an essential feature of the Package.

Meanwhile, once you book a Package, we will continuously be acting as an agent or sub-agent in the way described above. For this reason, you will still be entering into different contracts with the Service Provider(s) or principal supplier(s) of each specific Travel Service. This is regarded as a “Multi-Contract Package” in your ATOL Certificate.

Please understand that Packages on our site are not identical to conventional pre-packaged holidays where the Travel Services are customarily pre-selected by a tour operator or travel company. Through our booking platform, you will be responsible to select each Travel Service yourself. Together, your selections and contracts with the Service Providers form a Package.

3.2 Please understand that Packages on our site are not identical to conventional pre-packaged holidays where the Travel Services are customarily pre-selected by a tour operator or travel company. Through our booking platform, you will be responsible to select each Travel Service yourself. Together, your selections and contracts with the Service Providers form a Package.

However, because we help you organise the Package, the Package Travel Regulations (PTR) require us to assist you in specific situations, which we will do as outlined in these Terms and Conditions.

4. Booking And Payment

4.1 When making a booking with us, you must be over 18 years of age, and when placing an order for services with age restrictions, you certify that you and members of your party are of the appropriate age of purchase for those services.

4.2 When making a booking, all passenger details should be complete and accurate. If you believe that any detail on the booking summary is wrong, you must advise us immediately as it may not be possible to make changes later. You may incur charges to make changes that may harm your rights if we are not notified of any errors in any document immediately.

4.3 It is your responsibility to review all dates, names, and timings, are accurate on receipt of all documents and notify us of any errors immediately. We do not charge for any changes that occur to the documents; however, you will have to pay any charges made by the relevant service providers. Please ensure that the names provided are identical to the names on relevant passports.

4.4 We accept payment by debit/credit card (Visa, MasterCard, Maestro). We do not charge you a fee for using your card; however, your bank or card issuer may apply an additional foreign transaction fee for non-UK registered cards.

4.5 In some instances, we may be able to use vouchers/loyalty points issued to you by Service Providers towards payment of your booking. Cards and vouchers (where appropriate) accepted are subject to security and fraud checks. We, the travel company, reserve the right to reject/cancel your Travel Service(s) should your booking request fail any component of these checks.

4.6 Booking requests can take up to 72 hours to process. A booking is only confirmed when we send you a Booking Confirmation. On rare occasions, we will be unable to confirm a booking, for example if the payment fails. Any cost increases will need to be paid by you, as per your contract with each Service Provider.

4.7 At the time of booking, you will be required to pay a deposit or the full amount of your booking. You must pay the complete balance by the balance due date notified to you if you only pay a deposit.

4.8 We will attempt to take all payments automatically from the same credit/debit card used to pay the initial deposit. If you need to arrange for the remainder of the instalments to be collected from a different card, please notify us atcollections@vibesgroupuk.com

4.9 Payment options are subject to availability, and we reserve the right to end any such offers at any time without prior notice or explanation.

5. Prices And Pricing Errors

5.1 We strive to guarantee that all pricing and any additional information on our website are accurate. We and each Service Provider reserve the right to amend the advertised price at any time before confirmation.

5.2 In the circumstances where a pricing or other error is obvious, we may terminate the contract and refund you any sums you have paid us.

5.3 If the price of your package is increased, then you may;

  • Accept and pay for the price increase.
  • Reject the price increase and terminate your package depending on the service provider's terms and conditions
  • Refuse the price increase, cancel your package, and take an alternative one if we decide to offer this.

5.4 We will give you a justifiable period of time to make your decision, which will usually be 2 days from the notification of the price increase.

5.5 You will be entitled to a price reduction for your package booking corresponding to any decrease in the costs described above after you have booked out before the start of your package.

5.6 Please note that if there are any alterations in the prices due to factors such as fuel surcharge or other power sources, exchange rates, the amounts that you may have already paid us in advance as well as taxes or fees imposed by third parties might subject to change. This is because we hold your reservations at the time of booking and if any changes happen between the period you booked with us and the final payment, you have to pay any additional charges made by the relevant service providers for holding your reservation.

6. Payment Options

6.1 At the time of booking, you will be required to pay a deposit or the full amount of your booking. You must pay the complete balance by the Balance Due Date notified to you if you only pay a deposit.

6.2 We will attempt to take all payments automatically from the same credit/debit card used to pay the initial deposit. If you need to arrange for the remainder of the instalments to be collected from a different card, please notify us atcollections@vibesgroupuk.com.

6.3 There will be some circumstances where Service Providers will provide instalment plans and low deposit options for payment which can be used for your booking. The complete details will be presented, including payment dates, at the time of booking.

Low Deposits: The first low deposit is due per person and will be presented at the time of booking. After that, depending on the Travel Service(s) you have chosen, we will attempt to automatically take the pending second deposit from the same credit/debit card used to pay the initial deposit. You will be informed of the due date before booking. In the event of cancellation before the due date of the second deposit, you will remain liable for the total deposit amount (i.e., both the first and second deposit.

Pay Monthly: Should you decide on the monthly payment plan, after payment of the deposit, we will attempt to take the remaining balance in monthly instalments, with the final payment being taken on the date specified in your Booking Confirmation before your departure. In the event of cancellation after the second instalment, we/the Service Providers reserve the right to keep all payments made by you to date to cover administration charges.

6.4 Payment options are subject to availability, and we reserve the right to end any such offers at any time without prior notice or explanation.

7. Flights

7.1 While searching for and booking a flight, we will act as your booking agent on the criteria designated by you. On these terms, we shall arrange for you to enter into a contract directly with the airline and with us. Some airlines will use the payment information provided by you to book the flight seats you require on their behalf.

7.2 We accept no liability concerning any contract you enter into with the airline or their acts or omissions. Before requesting that we book your flight, you should read these attentively. You specifically agree to the conditions of this passage by making a booking for which we are acting as your agent.

7.3 Where applicable, monies paid to us for such flight services are held by us on your behalf until they are paid to the airline in question. Please note that payment by you to us does not constitute payment to the airline until we make that payment on your behalf, but if we collect monies from the airline on your behalf, their liability to pay that money to you is discharged.

7.4. Charter flights:When you book your charter flight through us, we act as agents for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider based upon their terms and conditions, a copy of which will be available to you prior to booking and is available on request.

7.5. IATA flights: We are appointed by some airlines as their agent through our accreditation with the International Air Transport Association (IATA). Where you book these flights through our platform, we will be acting as an agent for the relevant airline.

7.6. Operating Carrier Information:: 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 within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm. . In accordance with EU Regulations, we are required to advise you of the operating carrier(s) (or, if the operating carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the operating carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will notify you as soon as possible. Any change in the airline's identity, flight timings and/or aircraft type will not entitle you to cancel or change to other flight arrangements without paying charges, except where specified.

7.7 Flight times can change for several different reasons. It would be best if you always looked to reconfirm your flights 72 hours before departure to ensure that no changes to your flight schedule have occurred.

8. Flight Details

8.1 Please note details of airlines, flight numbers, and destination airport will be clearly shown on your E-ticket or/and confirmation invoice.

8.2 Please note that no airline can guarantee departure times, and these may change due to weather conditions, air traffic control restrictions or technical/operational problems.

8.3 Vibes Group UK is not liable for any change to a departure/arrival time previously shown on your confirmation. For this reason, you are required to reconfirm your flight departure time 72 hours before departure with the airline concerned and complete online check-in according to the applicable airline’s procedures.

8.4 Vibes Group UK is also unable to make any special arrangements for passengers if the flight is delayed as this is the sole responsibility of the carrying airline and/or their ground handling agent.

8.5 Unfortunately, we are unable to guarantee particular aircraft types or seat allocation. Flights described as “direct” will not necessarily be non–stop. If you book a return journey and do not use the outward flight without contacting the carrier immediately, the airline may cancel the return flight without a refund. All flight tickets must be used in sequence.

8.6 Most flight bookings are non-refundable, and any changes or cancellations are subject to fees. For more information, check the booking conditions of each airline. Please contact us if you need to make any changes or cancel your booking, as we are your booking agent.

9. Changes And Amendments To Flight Schedules

9.1 There are instances where airlines alter the schedules of their flights from time to time. This may happen either before you depart or while you are travelling. We strongly advise you to check your onward or return flight details at least 72hours before departure.

10. GDPR Statement

10.1 Vibes Group UK strive to be fully GDPR (General Data Protection Regulation) compliant and routinely review our data management policies. We have measures in place to protect the personal booking information held by us and passed on to the relevant Service Providers of your travel arrangements. These may include public authorities such as customs and immigration and security or credit card services.

10.2 We will only pass on your information to persons responsible for your travel arrangements - this may include sensitive information such as details of disabilities and dietary or religious requirements. If you travel outside the European Economic Area (EEA), controls on data protection may not be as strong as those within the EEA.

10.3 When making a booking, you consent to the relevant information being passed on as above. If you have any questions or concerns about any aspect of our policies regarding the capture and processing of your personal data, please refer to the complete Privacy Statement on our website: https://www.vibesgroupuk.com//privacy-policy

10.4 Alternatively, you may contact our Data Protection Officer via mail: The Data Protection Officer, Vibes Group UK. 14 Cricklewood Lane, London NW2 1EX, United Kingdom.

11. Final Travel Arrandements

11.1 Please make sure that all of your travel, passport, visa, and insurance documentation are in order and that you arrive at the airport in plenty of time to check-in. You may need to reconfirm your flight with the airline before leaving.

11.2 Don't hesitate to contact us at least 72 hours before your departure flight for more information. When reconfirming, make a note of any reference numbers or contact names. You may be denied permission to board the plane if you do not reconfirm, and you will not be eligible for a refund.

11.3 It is your responsibility to gather the necessary documents. For example: passports, visa for the final destination, transit visa for the transit destination, relevant additional paper works like passenger locator form for final and transit destinations. Visit the below website for further travel advice and entry requirements for different destinations: https://www.gov.uk/foreign-travel-advice

11.4 Prior to departing on a European holiday, you need have a completed and granted EHIC form.

12. Special Requests

12.1 Please notify us at the time of booking if you have any specific requests (such as food requirements, cribs, or room location). All requests of this kind will be forwarded to the supplier, but we cannot ensure that they will be fulfilled, and we will not be liable to you if they are not.

12.2 Kindly note that special requests are highlighted and are usually based on sharing beds in the room. If you require a separate bed, this must be requested at the point of the booking, as additional charges may apply for extra beds.

12.3 For special offer meal plans, “Kids Stay and Eat Free” refers to the board basis of the complete reservation. Where a booking is for Half Board, the child's meal plan will be half board. We strongly suggest you speak about this with your travel advisor or/and refer to your booking confirmation for more details. All our special offers are subject to terms and conditions which will be explained to you at the time of booking.

13. Medical Conditions, Pregnent Women, Unaccompanied Minors And Passengers With Reduced Mobility Travelling

13.1 In some cases, some destinations may not be suitable for those who use a wheelchair or lack mobility. If any member of your party has any medical condition or disability which may affect your booking, please notify us before you make your booking so that we can try to confirm the suitability of your chosen arrangements. Regrettably, if you do not advise us in full prior to making your booking, it may limit your rights under the Package Travel and Linked Travel Arrangements Regulations 2018. On occasions, some Service Providers may request the completion of a medical form or a letter from a GP confirming fitness to travel.

13.2. Pregnant women - Most airlines will not let you fly after week 37 of pregnancy or week 32 if you're pregnant with twins or more babies. They may request the completion of a medical form or a letter from a GP confirming fitness to travel. For more information, please visit: Travelling in pregnancy - NHS (www.nhs.uk)

13.3. Unaccompanied minors - Any passenger aged 5 to 18 travelling without an adult is considered an accompanied minor. Airlines frequently require additional documentation for children travelling unaccompanied, and therefore this must be informed to us ahead of time. We will not be held liable for any refusal to embark or delays due to a lack of required documents. Before booking, you should check the airline's policy on children travelling unaccompanied.

13.4. Passengers with reduced mobility - Travel rights for people with reduced mobility vary significantly depending on which airline is chosen and the flight's destination. Please let us know if you or anybody else in your party has reduced mobility before making a booking with us so that we can determine if the holiday package is appropriate for you.
For more information about how to assist special assistance and your rights in air travel please visit: https://www.caa.co.uk/Passengers/PRM/Passengers-with-disabilities-and-reduced-mobility/

14. Changes Or Cancellations By The Service Provider

14.1 We will notify you of any changes or cancellations as soon as reasonably possible. If the Service Provider provides alternative arrangements or a refund, you will need to let us know your choice within the time frame we specify. If you fail to do so, the Service Provider is entitled to assume you wish to accept the alternative option provided. We will not be held responsible for any changes or cancellations made to your arrangements by the Service Provider under your contract with them.

15. Amendments By You

15.1 Any amendments to your Travel Service will incur an administration charge per booking and any charges imposed by the Service Provider. No modifications can be made less than 5 working days prior to departure. These charges include but are not limited to:

  • Change of destination
  • Change of hotel
  • Change of name

15.2. In the event that you request to amend your booking, please click here to submit your request through

'Manage My Booking'

15.3 We, the travel agent, will not be able to make any changes to your booking with a Service Provider ourselves, nor will we be able to confirm if a Service Provider will make the amendments you have requested.

15.4 Amendments to your Travel Service can only be made in accordance with the terms and conditions of the Service Provider(s), which you shall receive at the time of booking. The Service Provider may charge amendment charges which may be as much as 100% of the cost of the Travel Service.

15.5 While booking your hotel room or service, you may be able to select special rates which are non-refundable, non-changeable and non-transferable. This indicates that no changes whatsoever, including names, dates, and duration, can be made from the time the booking is confirmed, and the only option available is to cancel.

15.6 All amendment charges are subject to change at any time. Please remember that amendments/revision fees are non-refundable and can only be queried by the lead passenger on the booking.

15.7 You should be aware that many Service Providers do not allow a free transfer and treat it as a cancellation and rebooking (at current prices), for which there is a 100% cancellation charge.

15.8 Some Service Providers may provide precedence to other customers for cancelled arrangements. We will do our best to secure a suitable alternative so that the Package can continue and be transferred to the new person. You will need to give us reasonable notice of this change, but 7 days or more before departure is considered reasonable.

16. Cancellation By You

16.1 You can revoke your booking at any time before departure upon payment of a cancellation/termination fee. By accepting these terms & conditions, you are providing authority for us to automatically charge the payment card used by you when obtaining the booking or any other card used in connection with this booking.

16.2 Please note that any cancellation will incite a cancellation processing fee, including any charges from the Service Provider(s).

Flight: Please note that the value of the flights is 100% non-refundable from the point of booking as well as baggage, insurance, etc.

Accommodation: The charge will depend on whether you have booked a refundable or a non-refundable product for cancellations. Cancellation charges will be described to you at the time of booking and modified from one Service Provider to another. Therefore, you must go through your Booking Confirmation and any documentation for details of your cancellation terms. Non-refundable products may have been paid in full at the time of booking, and no refunds are available in the event of cancellation.

Transfers: The value of transfers is 100% non-refundable from the point of booking.

16.3. Every request made to cancel must be submitted via

“Manage My Booking”
which is where you will be made aware of any cancellation charges, and you are obligated to agree to these charges in order to proceed with the cancellation.

16.4 If upon cancellation you would like to claim back the tax on your flight, please note that:

  • if you made a flight booking with a low cost or self-service airline, for example, EasyJet, Norwegian, TUI etc., we will contact the airline directly on your behalf to request the refund. We will refund any such amounts received by us from the airline following its receipt.
  • some low-cost airlines might require passengers to contact them directly regarding refunds. In this case, we will let you know so you can request the refund directly from them.
  • if you made a flight booking with one of the scheduled airlines, for example, British Airways, Virgin Atlantic, Emirates etc., or if we booked the flight for you on your behalf, we'd request a refund of the flight tax. Please contact us so that we can make this happen for you.

16.5 In the event of unavoidable and extraordinary circumstances, as described in clause “Unavoidable and Extraordinary Circumstances,” occurring at the place of destination or its immediate region, in addition to the cancellation rights set out above, you shall have the right to cancel your booking before the start of the Package without paying any cancellation charge. . If you cancel in these circumstances, we shall provide you with a full refund of any payments made concerning your booking, yet, you will not be entitled to compensation or any of the rights set out in clause 19 below.

16.6. We ask that you please visit the Foreign, Commonwealth & Development Office's (“FCDO”) website to review the latest travel advice about your holiday destination. https://www.gov.uk/foreign-travel-advice Please note that when deciding whether or not the cancellation rights described in the paragraph above have arisen, we consider the FCDO's advice.

16.7 The lead passenger (person who made and paid for the booking) for your party may only cancel your travel arrangements at any time. Written notification must be received by the person who made the booking via email; info@vibesgroupuk.com. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges.

17. Important Notice On Fcdo Advice Against All Or All But Essential Travel As A Result Of The Covid-19 Pandemic

17.1 The Foreign and Commonwealth Office (FCO) is advising UK travellers against all but essential travel to several destinations as a result of the COVID-19 pandemic. The FCO Advice is updated regularly and often at very short notice. It is possible that by the time you depart for your holiday, the FCO will advise against non-essential travel.

17.2 If FCO Advice applies to your holiday destination at the time of your departure, your Service Providers can still provide the Travel Services in the Package. The performance of your Package is not significantly affected. Your usual cancellation rights in the event of Unavoidable and Extraordinary Circumstances (as described above) will not apply.

17.3 We may disapply these cancellation charges if, at the time you made your booking, the FCO Advice did not apply to your holiday destination. In such cases, we may provide you with a refund for the hotel and transfer services. If the airline's cancellation policy includes a full/partial cash refund or a credit voucher, we will issue this to you as soon as we receive it from the airline.

17.4 There may be an instance where we offer you options for a cash refund, for example, a refund credit note or voucher, which allows you to travel on another date. Should we offer such options, they shall be offered additionally to your rights. We will let you know if you have these further options when we inform you about your cancellation arrangements.

18. Changes And Cancellations To Your Travel Service

18.1 We and the Service Providers reserve the right to make changes to your Travel Services at any time. Most changes are minor, and we will attempt to pass them on to you prior to your departure. Apart from providing such notification, we shall have no further liability for minor changes.

18.2 A minor change made prior to your departure could consist of the change of your outward or return flight by less than 12 hours, changes to carriers such as airlines, changes to aircraft or vehicle type, change of your accommodation to another of the same or better standard with the same main features and in the same resort destination or changes of services available at your accommodation.

18.3 Significant changes made before your departure could include a change of accommodation to a different area of the city, a change of accommodation to that of a lower standard/star rating for the whole or a significant part of the time you are on holiday, a change of your outward flight departure time (or the commencement of your other Travel Services) by more than 12 hours, or a change of UK departure airport, except between:

  • London Airports: Gatwick, Heathrow, Luton, Stansted, London city and Southend.
  • South Coast Airports: Southampton, Bournemouth, and Exeter.
  • Southwestern Airports: Cardiff and Bristol.
  • Midlands Airports: Birmingham, East Midlands, and Doncaster Sheffield.
  • Northern Airports: Liverpool, Manchester, Doncaster Sheffield, and Leeds Bradford.
  • Northeastern Airports: New Castle and Teesside.
  • Scottish Airports: Edinburgh, Glasgow, Prestwick, and Aberdeen.

18.4 In relation to Package bookings only, in the unlikely event that your Service Providers or we have to make a substantial change to your Package, we will tell you as soon as reasonably possible. You will then have the option to:

  • Accept the proposed change. If this results in a Package of lower quality or cost, you may be entitled to a price reduction according to clause 19 below;
  • Reject the proposed change, terminate your Package, and take a different one if we decide to offer this. If you decide to take a different Package, we will notify you of its impact on your booking price. If the alternative Package is of a lower quality or cost, you may be entitled to a price reduction in accordance with clause 19 below, or
  • We will give you a reasonable period of time to make your decision, which will depend upon the circumstances giving rise to the change. If we do not hear from you within this timeframe, we will send a reminder to you. This may include us terminating the Package and providing you with a refund.

18.5 You may be entitled to compensation due to our cancellation of your Package in accordance with clause 19 below, except where we are prevented from providing the Package because of Unavoidable and Extraordinary Circumstances, and we notify you of the cancellation without undue delay before the start of your Package.

18.6 Concerning cancellations made due to global travel disruption arising from the COVID-19 outbreak, we may offer you alternatives to a cash refund, such as a refund credit note or voucher, which will allow you to travel at another date. If we offer such options, they shall be offered in addition to your rights set out above. We will let you know if you have these additional options when we notify you about the cancellation of your Package.

19. Package Bookings: Price Reduction And Compensation For Damages

19.1 You will be eligible to receive suitable compensation from us for any damage you endure as a result of a failure except where the failure is:

  • Attributable to you;
  • Attributable to a third party unconnected with the provision of the Travel Services included in the Package and is unforeseeable or unavoidable; or
  • Due to Unavoidable and Extraordinary Circumstances.

19.2 We will not be liable to pay compensation if there are international conventions which limit the extent or conditions under which compensation would have to be paid by one of the Service Providers. These international conventions include (but are not limited to) the Montreal Convention in respect of travel by air (and all earlier related conventions), the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail (Convention concerning International Carriage by Rail (COTIF) of 9 May 1980), the Geneva Convention in respect of travel by road and the Paris Convention in respect of the provision of accommodation. We shall have the full benefit of any limitation of compensation contained in these conventions and any other international conventions that govern the travel arrangements that make up the Package.

19.3 Our liability shall be limited in accordance with the contractual conditions of the Service Providers that offer the transportation component of your Package Holiday, in the same way, that such limitations would apply directly to us.

19.4 Except in the circumstances involving death, injury, or disease caused by the Service Providers or us negligently, our liability to you in connection with your Package is limited to three times the cost of your Package.

19.5 Apart from the foregoing, we disclaim all obligations for any claims, losses, expenditures, damages, or liability arising from your Package, except in circumstances of death, injury, or disease caused by our carelessness.

19.6 Unless the failure is attributable to you, for any period during which there is a failure, you will be entitled to a reasonable price reduction.

20. Our Service Charges

20.1. Applicable charges.
Admin fee - £50
*Please note that service charge, cancellation and amendment fees are non-refundable.

21. Our Responsibility For Your Booking

Non-package bookings
21.1 We accept no responsibility as an agent for the actual delivery of the Travel Service. Our responsibilities are limited to the booking service we provide. We pass on information in good faith if any faults in that information are beyond our control (e.g., because they are mainly due to the error/fault of the Service Provider).

21.2 We are not responsible for any damage or loss that is not predictable. Loss or damage is predictable if either it is obvious that it will happen or if, at the moment you entered the contract, both you and we recognised it might happen. We only source our services for domestic, non-commercial, and private use.

21.3 We also agree to take no responsibility for the conduct or actions of third parties connected to your accommodation, transfer, or flight, or for any facilities/services withdrawn as a result of their actions.

21.4 If we are liable to you in any way whatsoever, our all-out liability to you is limited to two times the cost of your affected Travel Services.

Package bookings.
21.5 We have a liability to you for the performance of the Travel Services included in your Package booking under the Package Travel Regulations, irrespective of the fact that such Travel Services have to be achieved by the Service Providers or the principal suppliers.

21.6 However, you must let us know instantly of any failure or unfitting performance of your Travel Service ("Failure"). This will allow us to resolve the Failure while you are on holiday. If we cannot do so, or if it is impossible to rectify the Failure immediately, you may resolve it yourself and request reimbursement from us.

21.7 Kindly note that the actions set out in clause 4 is required to manage the risks of COVID-19 as part of a standard safety management system. By making a booking with us, you agree that their existence shall not be considered as any form of Failure.

21.8 We will offer a suitable alternative arrangement with no cost to you for the continuation of the Package. Where possible, these alternative arrangements shall be of equal or higher quality than those specified in your booking. You will be entitled to a price reduction as described in clause 19 below, where they are of lower quality.

21.9 You may decide to continue with your Package or dismiss your booking without paying a termination fee. If your Package included carriage to the destination, we will also repatriate you with equal transport back to your place of departure. You may, where appropriate, be entitled to a price reduction and/or compensation in accordance with clause 19.

21.10 We will provide you with information on health services, local authorities and consular assistance. We do not charge for this assistance, while we reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or a member of your party or through your negligence or misconduct.

22. “No Shows”

22.1 A confirmed booking which is made for any travel service including flights, car hire, accommodation and packages but is not used, (for example, you fail to check-in for your flight /accommodation or collect your rental vehicle) refunds may not be offered, and cancellation charges of up to 100% may be applied by the relevant Service Provider.

22.2. A refund of the departure tax of your flight component may be refunded according to the airline policies.

23. Credit Cards

23.1 It is compulsory that you or a member of your party travel with a recognised credit card as some Travel Service providers may request you to pay a deposit (including, but not limited to, at hotel check-in/car hire collection, the level of deposit required will differ by Travel Service Provider).

23.2 Your Travel Service Provider may process an authorisation request to the relevant credit card provider and/or hold a sum on the applicable credit card to cover any monies payable at the end of your stay for this purpose (including, but not limited to, charges for room service, mini bar items, fuel deficit and city or other taxes).

23.3 The relevant credit card provider may charge a fee for international transactions and/or apply a foreign currency conversion fee. Please check with the relevant credit card provider for further information on the types of fees it charges.

24. Taxes/ Local Charges And Resort Fee

24.1 Including all departure/city taxes on your ticket/hotel is not always possible. In some cases, departure taxes/city taxes must be paid locally, and these are payable to the government of the country you are visiting and are non-refundable.

24.2 Certain countries/cities/airports/hotels impose additional taxes and charges such as departure, tourist or city tax, facility fees or compulsory resort fees. These additional fees are payable directly to your accommodation or local authorities and are for the maintenance of local facilities and services.

24.3 Your Service Providers or we cannot collect these taxes in advance. You are solely responsible for paying these taxes and charges locally prior to checking out at the hotel, and it is subjected to change by a declaration of relevant governments. Airport departure taxes (under various names) are included in most air tickets priced by airlines.

24.4 Nevertheless, some countries will charge an additional local tax when you depart the country. Unless otherwise mentioned, they are not included in your booking. Please enquire with us prior to booking for further clarifications. We are not liable to you for these taxes or charges, and they are not included in your booking.

25. Delivery Of Documents

25.1 All documents (e.g., invoices/tickets/insurance policies) will be sent to you by email after 72 working hours of completion of your booking. In some instances, it may take longer to issue certain tickets due to the booking conditions of your flight or other services. Our travel advisors will inform you of such instances, and your e-tickets will be sent to you as soon as the Service Provider issue them to us.

25.2 We may charge you documentation and admin/postal fee if you request your tickets via mail.

25.3 Once your travel documents leave our office, we will not be responsible for their loss unless such loss is due to our negligence. You may have to pay any charges made by Service Providers if tickets or other documents need to be reissued.

26. Insurance

26.1 Adequate travel insurance is a requirement of your contract with the relevant provider or us, as the case may be. To protect yourself and your group against costs such as cancellation, help in the event of an accident or illness, loss of luggage and money, and other expenses, you must get travel insurance.

26.2 If your insurance has been issued, please review it carefully to confirm that all of the contents are right and that you have provided all required information (e.g., pre-existing medical conditions). Your insurance will be affected if you fail to report pertinent facts. We shall not be liable for any losses for which insurance protection would otherwise be available if you do not travel with proper insurance coverage.

26.3 Most insurances may not cover COVID-19 related medical conditions or losses incurred due to the same. We strongly recommend you inquire about your insurance needs before confirming and purchasing your insurance with us or any other service provider.

27. Unavoidable And Extraordinary Circumstances

27.1 Unless specified in these booking conditions, we will not be liable or compensate you if our duties to you are affected by events that the service provider is in issue, or we could not have avoided despite taking all reasonable precautions.

27.2 War, the threat of war, civil strife, terrorist activity and its implications or the danger of such action, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, weather conditions that makes it impossible to travel safely to the destination, and all other events beyond our or the supplier's control are examples of these events.

28. Complaints

28.1 As a strict condition of booking a holiday with us, you must obtain a written record of your complaint from the Service Provider or their representative at the time the issue arose. If you are unable to speak to the Service Providers whilst on holiday, you should contact our Travel Consultants. You may also email us at support@vibesgroupuk.com.

28.2 Please notify us of your complaint within 28 days of your return from vacation. If you do not do so, the Service Provider or we will have fewer opportunities to investigate and resolve your complaint. As a result, any compensation you may be entitled to may be reduced or eliminated.

28.3. If you expect to complain when you return home, please send a detailed complaint through our ‘Post Travel Query’ form in the My Holiday Details section of

Manage My Booking
,including your written report from the Service Provider or their representative or any additional documentation supporting your claim.

29. Alternate Dispute Resolution

29.1 Suppose we cannot resolve a dispute informally. In that case, we will discuss the most effective method of resolving the dispute, which may include mediation or arbitration, depending on the nature of the dispute.

29.2 You could also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of reporting your complaint with us. It will not determine how your complaint should be resolved.

30. Travel Advice, Passports, Visas And Health Requirements

30.1 We recommend you always look at the Foreign Travel Advice section of the Foreign, Commonwealth & Development Office (FCDO) website prior to booking and travelling abroad. Visit Foreign, Commonwealth & Development Office website to check your general visa, passport, health and safety information and other matters prior to booking.

30.2 You confirm that all members of your party are the UK or Irish residents and hold passports valid for at least 6 months after the duration of the Travel Service you chose to purchase. General information on visa, passport, and health requirements (where given and applicable) is given solely on this basis.

30.3 Some of our Service Providers offer their low rates on the basis that customers are residents in the UK and/or Ireland, and citizens of the country where the stay is taking place may not be eligible to stay at that particular rate. This does not apply to citizens of EU countries staying in other EU countries in most circumstances. However, issues may occur when customers are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey or Egyptian nationals in Egypt. We cannot be held responsible for any additional costs incurred due to these issues. Service Providers may ask that we contact you prior to the departure date to ask for evidence of the residency of the customers travelling. You must contact our Travel Consultants in this instance within the stated timeframe with this information. For further information about passports, go to https://www.gov.uk/browse/citizenship/passports

30.4. Transit visas: For transiting through a country with connecting flights, a transit visa is necessary in several countries. For the most up-to-date information on visa entrance requirements, visit the UK government's foreign travel website. https://www.gov.uk/foreign-travel-advice

30.5 An ESTA visa is required for all travel to and from the United States, as well as transiting the country; an ETA visa is required for all travel to and from Australia, as well as transiting the country. Please check if your flight has a path change that involves two different airports; it is your responsibility to arrange for a transfer to the relevant airport and, if necessary, a transit visa. Travel to the United States is subject to special rules, and all passengers must have their own machine-readable passports. Please check https://uk.usembassy.gov/

30.6 Prior to departing on a European holiday, you need have a completed and granted EHIC form.

30.7. * Please be aware that if you are a United States citizen, tourist travel to Cuba remains prohibited. To travel to Cuba, you must obtain a licence from the US Department of Treasury, or your travel must fall into one of the 12 categories of authorised travel.

30.8. 30.8 Please make sure to apply for Electronic Travel Authorisation (ETA) when travelling to Australia or Canada or travelling via Australia or Canada. For further information please contact us as we can assist in the application.

30.9 When travelling to New Zealand, a new travel requirement has been imposed for some visitors and transit passengers.Passengers must apply for The New Zealand electronic travel authority (NZeTA) before departure. Its approval can take upto 72 hours. It is important to note that valid documentation is required before boarding your flight to New Zealand. Passengers may be denied boarding if they do not hold a valid NZeTA for travel to New Zealand.
Please visit the New Zealand government website for more information: https://www.immigration.govt.nz/new-zealand-visas/apply-for-a-visa/about-visa/nzeta

31. Accommodation Ratings And Standards

31.1 After registering/checking in at your accommodation, you will be assigned a room. You must confirm the check-in and check-out times with the Service Provider directly. Please keep in mind that just because rooms are listed together on the same booking itinerary doesn't mean they'll be next to each other or otherwise close.

31.2 These requests are not guaranteed; nevertheless, you should check with the accommodation reception/front desk at the time of check-in or contact them at least 72 hours before check-in to make sure. If these requests are not approved, Vibes Group UK will not be held liable for any requests turned down.

32. Baggage Allowance

32.1 The amount of free baggage supplied to passengers varies significantly from airline to airline and route to route. The regular baggage allowance given by the airline is included in our rates. Your airline's booking rules will specify the allowance you are entitled to. Some airlines may enable you to add more luggage after you've made your reservation; this depends on the rules and restrictions of the specific airline you should consult.

32.2 When flying with an airline that charges for keeping luggage, it is not included or displayed in our headline costs. You will be given the option to purchase this extra service at the time of booking. Should you choose not to take any hold luggage on your trip, you will receive the standard hand luggage allowance as detailed in the airline booking conditions.

32.3 For further information, please refer to the airline booking conditions. Please note that baggage allowance for specific Visual Flight Rules, Promotional and Tour fares can differ. Please refer to your booking confirmation for your confirmed baggage allowance.

33. Room Allocation

33.1 After registration, you will be assigned a room when you arrive at your accommodation. You must confirm the check-in and check-out timings with your accommodation provider directly. Any local taxes and penalties must be paid to your hotel provider in advance at check-out.

33.2 We do not guarantee to fulfill your requests; however, we encourage you to check with the accommodation reception/front desk at the time of check-in or contact them at least 72 hours before check-in to be sure. If these requests are not accepted, Vibes Group UK will not be liable for such denied requests.

33.3 Some hotels have certain regulations that operates on a per-room basis. Please note that according to these regulations, you will not be permitted to use some hotel amenities such as restaurants, swimming pools, play areas etc.

34. Building Work

34.1 At a hotel, renovations and refurbishments and the noise they cause are unavoidable from time to time. If we become aware of such works, we will notify you before you make your reservation or within a reasonable time after we become aware of them.

35. Insolvency Protection

35.1 We provide complete financial protection for our flight-inclusive Package.

35.2 You will obtain an ATOL Certificate when you purchase an ATOL-protected flight or flight-inclusive package from us. This section explains what is financially covered, where you can receive further information, and who to contact if you need to file a claim.

35.3 In some cases, an alternative ATOL holder may provide you with the services you have bought or a suitable option (at no extra cost to you). You agree to pay any outstanding money to be paid by you under your contract to that alternative. In these cases, you will be entitled to claim under the ATOL scheme or your credit card issuer where applicable.

35.4 If we, or the suppliers named on your ATOL certificate, become insolvent, we will be unable to offer the services listed (or a suitable alternative, via another ATOL holder or otherwise). The Trustees of the Air Travel Trust may pay you (or provide you with a benefit) under the ATOL scheme in that case.

35.5 You agree that in exchange for such a payment or benefit, you will assign to those Trustees any and all claims you may have arising out of or related to the non-provision of services, including any claim against us, the travel agent (or your credit card issuer where applicable).

35.6 You further accept that any such claims may be allocated to another body if that other body has paid the ATOL scheme monies you have claimed.

35.7. Scheduled Airline Failure Insurance
We have taken out Scheduled Airline Failure Insurance, which provides our company with financial protection in the rare event of the insolvency of an airline/flight consolidator, which in turn protects you financially, giving you complete peace of mind.

36. Chargebacks And Claims Against Service Providers

36.1 Unless such rights have arisen under section 75 of the Consumer Credit Act 1974, you agree not to issue any chargebacks or otherwise dispute transactions with your payment card issuer against us (“Chargeback”). Rather, your rights to refunds and other claims shall be governed solely by these Terms and Conditions.

36.2 You agree that if you initiate a Chargeback (including under section 75) or make a demand for payment from a Service Provider (which may be satisfied by the payment of cash, issue of vouchers or as otherwise agreed between you and the Service Provider) we shall be entitled to take such steps as we consider reasonable to ensure that you are not paid twice for the same claim.

37. Brexit

37.1 For the purposes of these Terms and Conditions, “Force Majeure” means any event beyond our or the Service Provider’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

37.2 Certain Travel Services may be affected due to the United Kingdom’s decision to leave the European Union and the end of the transition period relating to Brexit. This can include unavailability of some flight routes, problems with access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through European Union Member States.

37.3 While we will monitor the situation, if we become aware of any bookings that will be affected by such measures, as all such measures are outside our control, we would treat any such changes as Force Majeure. We will endeavour to provide suitable alternative arrangements or refunds where possible, and we will not be liable to pay any compensation.

38. Entire Agreement

38.1 The Terms and Conditions set in the complete agreement and understanding between you and us in connection with your booking supersede any prior representations, agreements, conditions, negotiations, and undertakings made orally or in writing.

39. Law And Jurisdiction

39.1 The Terms & Conditions are governed by English law. Any dispute or issue arising from these Terms and Conditions must be resolved by the English and Welsh courts (unless you live in Scotland or Northern Ireland, bring proceedings to your local court under Scottish or Northern Irish law, as applicable).

These Terms & Conditions are applicable from 6 October 2020. Registered office address: 14 Cricklewood Lane, London NW2 1EX, United Kingdom.