Last updated 01 July 2025
Welcome to Holiwise! These Terms and Conditions (hereinafter referred to as "Terms") govern the use of our website and services. By accessing or using the Holiwise platform (the "Site") to book hotel accommodations, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our services.
Holiwise Ltd. ("Holiwise", "we", "us", or "our") operates an online platform that allows users to search for, book, and manage hotel accommodations from suppliers around the world.
Holiwise provides an online platform where you can view, compare, and book hotel rooms ("Services"). The contract you enter into for any bookings is between you and the hotel provider. Holiwise acts as an intermediary, facilitating your hotel bookings and providing information about available accommodations.
You agree to:
By using the Site, you confirm that you are at least 18 years old and have the legal authority to enter into binding contracts. You agree to take full responsibility for all activities on your account.
When you make a booking via Holiwise, you enter into a direct contract with the hotel or accommodation provider. Holiwise acts as an intermediary between you and the accommodation provider and transmits the booking details to the hotel.
Upon completing a booking, you will receive a booking confirmation email containing your reservation details. It is your responsibility to verify the accuracy of this information and notify us immediately if any errors are detected.
Any special requests (such as room preferences, accessibility needs, etc.) will be passed on to the hotel, but Holiwise cannot guarantee that these will be accommodated by the hotel.
The prices for hotel rooms displayed on Holiwise are set by the hotel providers and are subject to change. All payments are processed securely through our payment partners.
We accept multiple payment methods including credit cards, debit cards, and other local payment solutions. Full payment is typically required at the time of booking unless specified otherwise.
Holiwise uses PCI-compliant payment processors to ensure your payment information is secure. We do not store your full payment card details.
The cancellation and modification policies for each hotel are determined by the hotel provider. These policies will be provided during the booking process and in your confirmation email.
Changes to your booking (e.g., date or room type) are subject to the hotel's availability and modification policies. Additional charges may apply.
If you are eligible for a refund, it will be processed according to the original method of payment. Refunds may take several business days depending on your payment provider and bank.
Holiwise reserves the right to review and take action if a pattern of cancellations is identified that appears to be malicious, abusive, or intended to exploit our payment systems. This includes, but is not limited to, repetitive cancellations made with no intention of completing a stay, or any actions designed to manipulate pricing or availability.
In such cases, Holiwise may deduct reasonable costs incurred, including payment processing fees, foreign exchange (FX) fees, and administrative costs. These deductions will not exceed the actual costs incurred by Holiwise. You will be notified prior to any deductions, and you will have 7 days to provide a response or dispute the categorization of the cancellation.
If a refund is granted, Holiwise reserves the right to return the payment minus any FX and processing fees incurred as a result of the booking and subsequent cancellation.
Should you disagree with the decision, you have the right to appeal in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Appeals must be submitted in writing within 14 days of the notification of the deduction.
Any actions taken under this clause will be in compliance with applicable UK consumer protection laws, ensuring fairness and transparency. Please refer to Section 12 for further details on governing law and dispute resolution.
The hotel is responsible for ensuring that the accommodation services comply with local laws and that the facilities match the description provided on the Site. Holiwise does not guarantee the quality or suitability of the hotel facilities.
Holiwise acts solely as an intermediary and does not assume liability for:
Holiwise makes no warranties regarding the accuracy or completeness of information on the Site, nor does it guarantee that the Site will be free of technical errors, viruses, or disruptions.
Force Majeure: Holiwise is not liable for delays, cancellations, or disruptions due to events beyond our control, including natural disasters, strikes, or government regulations.
We take fraud prevention seriously. Holiwise reserves the right to cancel any booking that appears to be fraudulent or violates our terms of use. Any suspicious activity may result in account suspension or legal action.
Your use of the Site is governed by our Privacy Policy, which outlines how we collect, store, and protect your personal information.
All content on the Holiwise Site, including text, images, logos, and software, is owned or licensed by Holiwise. You are not permitted to use or distribute any content from the Site for commercial purposes without our prior written consent.
These Terms, including any disputes or claims arising from their enforcement or interpretation, are governed by the laws of the United Kingdom, including the Consumer Rights Act 2015and Unfair Terms in Consumer Contracts Regulations 1999. Should any part of these Terms be found to be unenforceable, the remaining provisions will remain in full force and effect.
Holiwise reserves the right to modify these Terms at any time. If we make any material changes, we will notify you by email or through a prominent notice on the Site. Your continued use of the Site following such changes constitutes your acceptance of the updated Terms.
If you have any questions about these Terms or your bookings, please contact us at:
Holiwise Ltd249 Cranbrook Road, Ilford, IG1 4TG, United KingdomEmail: contact@holiwise.comPhone: +447759676374
Your package holiday booking is with Holiwise Ltd.
Company name: Holiwise Ltd
Address: 249 Cranbrook Road, Ilford, IG1 4TG, United Kingdom
Telephone number: +447759676374
Email address: contact@holiwise.com
A booking will exist as soon as we issue our confirmation invoice. This booking is made on the terms of these booking conditions. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions.
When making your booking for your package holiday we will arrange for you to enter into contracts with the principal(s) or other supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) that are providing your travel services, named on your confirmation(s), for whom we act as agent. We are the package organiser, with responsibilities to you as set out in these Booking Conditions.
When you make your booking you must pay a deposit of 100% of the holiday cost per person. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received via email, call or at our offices. You will receive a refund based on the cancellation policies at the time of purchase.
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances occurring at your destination. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign, Commonwealth and Development Office.
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
Note: 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.
You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.
We reserve the right to cancel your booking. We will not cancel less than 1 week before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance. Unavoidable and extraordinary circumstances means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. The minimum number required will be provided to you with the holiday description, along with the time limit for us to tell you if the package has to be cancelled.
If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
In the event a refund is paid to you, we will:
This does not exclude you from claiming more if you are entitled to do so.
(a) Changes to the price
We can change your holiday price after you've booked, only in certain circumstances: Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 days of your departure.
If your holiday cost has increased due to the above, we will contact you and ask you to make payment to us. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time period shown on your final invoice 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy.
Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
(b) Changes other than the price
It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.
If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure in which we notify you
Amount you will receive from us
More than 56 days
£0
29-55 days
£5
15-28 days
£10
0-14 days
£20
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
You can ask for copies of the travel service contractual terms, or the international conventions, from contact@holiwise.com. Under passenger rights law 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 relevant airports and available from airlines. However, reimbursement in such cases will 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.
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.
NB this entire clause 8 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
We provide financial protection for our package holidays by way of a bond held by ABTA - The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.com. You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA's Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.
We are a Member of ABTA, membership number Y6864. 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.
Some of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. This website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk
If you have a complaint about any of the services included in your holiday, you must inform our resort representative+447759676374 / contact@holiwise.com without undue delay who will endeavour to put things right. If it is not resolved locally, please follow this up as soon as possible after your return home, ideally within 28 days by writing to our Customer Services Department at contact@holiwise.com giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint in resort we will have been deprived of the of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see clause 10 above on ABTA.
If you're 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 any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
All monies you pay to the travel agent are held by him on our behalf at all times.
This booking is governed by English Law, and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.
When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.