We accept bookings subject to the following Terms and Conditions.
Contract and Booking
A 'Client' is all persons named on the booking form intending to travel with us. A 'Product' is any service sold by Holiday Factory Premium. All clients will be deemed to have read, understood and accepted all of our booking conditions. In order to confirm a booking, the agent must have full payment of all payments due. A contract between the client and Holiday Factory Premium comes into existence once we have confirmed the booking in writing and issued a confirmation. The person signing the booking form (incorporating these terms and conditions) warrants that they have full authority to do so on behalf of all persons whose name appears thereon and confirms that all such persons are fully aware of and understand these terms and conditions. The said contract, including all matters arising from it, is subject to Law and the exclusive jurisdiction of the UAE courts. No employees or representatives of Holiday Factory Premium have any right to alter, vary or waive any of these terms and conditions nor to undertake any liability whatsoever on behalf of Holiday Factory Premium unless authorized in writing and signed by the CEO of Holiday Factory Premium. Holiday Factory Premium reserves the right to decline any booking at their discretion without further explanation.
Name change amendments
At the time of making the booking, you must provide full correct names as they appear on your passport. Please note that airlines do not permit name changes on issued tickets. Holiday Factory Premium will not be held responsible for any charges incurred for incorrect submission of names. It is recommended that you submit a passport copy while submitting preferred travel dates for your holiday.
Payment and Pricing Policy
Your reservation request will be confirmed upon receipt of the full payment due at the time of booking. Please note that travel arrangements are only confirmed once you receive our written confirmation. Although every effort will be made to confirm your request, Holiday Factory Premium reserves the right to make changes if required. Before a booking is confirmed, Holiday Factory Premium reserves the right to amend the price of the product due to any circumstances outside the control of Holiday Factory Premium, such as but not limited to changes relating to governmental action, increases in transportation costs (including schedule airfares and the cost of fuel), changes in any dues, taxes or fees chargeable for services (including landing taxes or embarkation/disembarkation fees at airports), increases in admission fees and hotel rate adjustments/availability. Advertised prices are also subject to seasonal changes and exchange rates and may vary slightly. Payments can be made via Visa or MasterCard.
For hotel accommodation in Dubai, please note that to comply with Dubai Government’s Council resolution No 2 of 2014, Hotels and Resorts in Dubai will apply the “Tourism Dirham” structure effective March 31, 2014. The “Tourism Dirham” will be applied and charged to guests upon check-in/check-out by the hotel.
Green Tax Maldives
According to the policy implemented by the Government of Maldives on 01 Oct 2016, a Green Tax fee of USD 3 per person/per night for Hulhumale island hotels and USD 6 per person/per night for all island resorts is payable directly to the hotel upon checkout.
Cancellations by Clients
Clients wishing to cancel must inform Holiday Factory Premium via email from the lead passenger. Cancellation will take effect on the date Holiday Factory Premium receives the request, and the refund process will take 3 to 6 months. No refund can be given for partially used services.
The following charges will apply:
1. Unredeemed vouchers
Unredeemed means travel dates not decided by the customer and not confirmed by Holiday Factory Premium. The said vouchers can be cancelled within the voucher validity with a cancellation fee of AED 250 per voucher.
Unredeemed vouchers cannot be utilized or refunded after the voucher's expiry date.
2. Confirmed bookings
These are all the bookings where travel documents were sent to the customer with the confirmed itinerary. Cancellation charges are calculated as per the table below.
Cancellation charges are calculated as per the table below.
|Request received:||Cancellation charges||Refundable amount:|
|>21 days before travel||30%||70% of the total package price|
|21-15 days before travel||50%||50% of the total package price|
|14-8 days before travel||70%||30% of the total package price|
|>7 days before travel||90%||10% of the total package price|
Should, in the unlikely event, the airlines discontinue a particular tour operator fare after the purchase of the Holiday Package, Holiday Factory Premium has the right to cancel the booking and refund the full amount paid back to the customer without paying any penalties or compensations to customer.
Amendments / Changes
Once a booking has been confirmed, any amendments must be requested by the lead passenger and confirmed by Holiday Factory Premium at least 21 days before the departure. The following charges will apply:
|Request received:||Amendment charges:|
|>21 days before travel||1000 AED/per person|
|<21 days before travel||amendments not possible|
No requested change can be guaranteed. If any number of the party is prevented from travelling due to death, injury, serious illness of the client, close relative or friend, redundancy or jury service, it might be possible to transfer the booking to another suitable person, change the departure date or a change to a tour of similar standard and cost provided that Holiday Factory Premium confirms written notice. If a refund is due to the client, the refund amount will be calculated according to the conditions mentioned and with consideration of evidence of exceptional circumstances. Holiday Factory Premium will not pay fees charged to the client by the client’s bank for processing the credited amount.
HOLIDAY FACTORY PREMIUM GIFT VOUCHERS
Customers can redeem their Gift voucher against any of the holiday packages offered. The amount of the gift card can be used for multiple bookings on the condition that all bookings are made on the same day.
Any unredeemed gift vouchers are non-refundable.
Holiday Factory Premium has published all product information in good faith, and Holiday Factory Premium will use its best endeavours to operate all products. Holiday Factory Premium reserves the right to change any of the facilities and services described in its website and publications and to substitute alternative arrangements of comparable monetary value without compensation and accepts no liability for loss of enjoyment resulting from any change.
Holiday Factory Premium reserves the right to change the listed hotel to a hotel of the same category of equal value and comfort if necessary. Hotels reserve the right to close facilities without prior notice for operational reasons.
UAE Public / National Holidays
Premium holiday vouchers do not apply for travel periods during UAE Public/National Holidays, officially announced by UAE Government. If you wish to travel during Public Holidays, please check our website for specific Public Holiday packages or contact our Call Center for a quotation.
Inclusions and Exclusions of package price
The price of any holiday booked includes only the items specified. It does not include items of a personal nature including, but not limited to, personal insurance, transport to your outbound airport unless specified, refreshments, telephone calls, laundry, gifts, meals and beverages unless specified, optional excursions, passport and visa fees, porterage, gratuities or taxes, unless otherwise specified, which shall be the responsibility of the client. Hotel check-in/check-out times are fixed, and there are no guarantees for early/late check-in/out unless paid for in advance by the client.
If the holiday package contains air transportation with an airline that has increased the flight ticket cost by imposing an additional fuel surcharge, Holiday Factory Premium reserves the right to request the fuel surcharge amount from the customer. The customer must pay the fuel surcharge only if the surcharge is announced after the Holiday Package has been purchased.
Our number one priority is keeping our customers safe and well while on holiday. Holiday Factory Premium provides complimentary travel insurance to all customers. The insurance certificate is from Allianz Insurance Company; it meets Schengen Countries' standards and covers emergency medical expenses, basic dental and lost passport expenses, and repatriation expenses.
Adequate travel insurance is mandatory for most countries to cover at least but not limited to emergency medical and repatriation expenses.
Holiday Factory Premium reserves the right to change the insurance provider at any time without any changes in the coverage offered.
Age limit: Travel Insurance policy is applicable for all Holiday Factory Clients under 65 years at the date policy was issued. (The insured person must be a resident of the GCC.)
Holiday Factory Premium product does not include any adventure and high-risk activities. We strongly recommend that all customers avoid activities that might jeopardize their health and safety. Holiday Factory Premium is not responsible for any injuries and damages caused to the customer from the time of booking for the entire trip duration. Holiday Factory Premium accepts no liability on the client's behalf where Holiday Factory Premium has provided a product of a reasonable standard. Clients are fully responsible for arranging their own additional travel insurance. Should the insurers dispute their liability for any reason, the client will have recourse against the insurers only.
Liability of Holiday Factory LLC
Holiday Factory Premium acts as the Tour Operator only on behalf of the suppliers and accordingly accepts no liability whatsoever for loss, damage, injury, accident, delay or any other irregularity arising whatsoever. By accepting these booking conditions, clients are aware of the risks inherent in their chosen travel, and clients undertake such risks of their own volition. Holiday Factory Premium accepts no liability for clients' damages where Holiday Factory Premium has fulfilled its duty of care to clients by providing products of a reasonable standard. Holiday Factory Premium has no direct control over the provision of services/facilities by the relevant suppliers. Hence, we do not accept liability for errors or omissions by the suppliers. Holiday Factory Premium accepts no liability if there has been no fault on the part of Holiday Factory Premium or its' suppliers and the reason for the claimed damages was either the client's fault or a result of unusual circumstances beyond the control of Holiday Factory Premium by force majeure and the consequences of which could not have been avoided even with all due care. In respect of carriage by air, sea and rail and the provision of accommodation, Holiday Factory Premium liability in the said cases will be limited in the manner provided by the relevant international conventions. Holiday Factory Premium accepts no liability if additional costs to the client are incurred through delay, accident or disruption of the product(s) beyond the control of Holiday Factory Premium by force majeure.
Holiday Factory Premium will not be liable for any delays before departure or during travel to any hotels/resorts brought about by airline technical difficulties, strikes, weather conditions or any other circumstances out of our control. Any expenses relating to these unscheduled extensions will be for the passengers' own account.
It is the clients' responsibility to possess a valid passport, visa permits, all necessary travel documents, vaccinations, preventative medicines and other medical certificates that may be needed to travel. Holiday Factory Premium is not liable for damages arising from changes in regulations or laws to the necessary travel document requirements. Holiday Factory Premium gives information about these matters in good faith but without liability. Travellers must check all details provided on their travel documentation are correct upon receipt. Customers should contact the Holiday Factory Premium immediately if there are any inaccuracies. All passengers are personally responsible for ensuring they possess the correct and necessary documentation and visas before departure.
Passport and Visas
The client is responsible for obtaining correct, current and valid passports and entry permits where required. Holiday Factory Premium will not be liable for any consequence arising from the customer failing to ensure they have complied with such requirements.
The International standard requirement is six months of passport validity and a UAE residence visa validity during the travel period.
Customers are fully responsible for carrying proper travel documentation. The client must ensure that all travel documents are valid and complete and check the entry requirements for their upcoming trip before the travel.
Health and Conduct
All clients are expected to satisfy themselves before booking that they are fit and able to complete the itinerary of their chosen tour as described in the brochure. Any clients with pre-existing medical conditions or illnesses must declare the true nature of such conditions at the time of booking and make arrangements for the provision of any medication or other treatment that may be required during the tour. Such a client is required to provide a medical statement from a General Practitioner to confirm they are fit to travel. Failure to make such disclosure will constitute a breach of these booking conditions and relieve Holiday Factory Premium from any obligations and liability.
Client Exclusion and Local Law
Clients agree to accept the authority and decisions of Holiday Factory Premium and its supplier’s employees and representatives whilst on tour. If, in the opinion of such persons, the health or conduct of a client before or after the departure appears likely to endanger the safe, comfortable or happy progress of the tour, the client may be excluded from all or part of the tour without prior notice or any liability on the part of Holiday Factory Premium. In the case of a client’s ill health, Holiday Factory Premium may make such arrangements as it sees fit and recovers the costs thereof from the client. Passengers agree to comply with the laws and regulations of the countries they travel to. Holiday Factory Premium shall not be liable for clients who commit illegal or unlawful acts whilst on tour.
FORCE MAJEURE & EXTRAORDINARY EVENTS
Holiday Factory Premium reserves the right to cancel any confirmed booking under any circumstances. However, Holiday Factory Premium will not cancel a guaranteed departure booking except in the unusual circumstances of force majeure, defined here as war, the threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, pandemic, epidemic, adverse weather conditions, flight cancellation or any other external circumstances beyond the control of Holiday Factory Premium. Compensation is not available if Holiday Factory Premium is forced to cancel or in any way change a tour due to force majeure where Holiday Factory Premium is unable to provide the tour for the given cost. Suppose the World Health Organization (WHO) declares a pandemic or an international public health emergency, the UAE government declares an epidemic or a pandemic, or the UAE government advises residents to avoid travelling abroad; it is agreed that this event is beyond the control of Holiday Factory Premium.
If the passenger cancels an unredeemed voucher after the announcement of any of the events mentioned above, the cancellation fee will be 25% of the purchase price, regardless of any cancellation fee under normal circumstances. In this case, the cancellation/refund process will take 12 months. The customer will have the option to request to extend his voucher free of charge for a period after the pandemic/official advice/health emergency and Holiday Factory Premium approve the request. If Holiday Factory Premium has already issued the travel documents (flights & hotels are already booked) and subsequently, the flights have been cancelled by the airline or the government for the reasons mentioned above, it is agreed that Holiday Factory Premium can cancel the whole package and the customer will be refunded up to 60% of the unused services only after the refund confirmation of the airlines, hotels and other service providers. The cancellation/refund process will take 12 months.
The customer will have the right, instead of the refund, to request rebooking of the same (unused) services, free of charge, to a later date in the future, when the force majeure event or the pandemic/epidemic/official advice/health emergency is no longer declared. If the cancellation of services in the circumstances mentioned above happens during the customer's travel, it is determined that Holiday Factory Premium is not liable to refund or compensate the customer in any way, as this event is considered out of the control of Holiday Factory Premium.
In all cases of cancellations during the events mentioned above, the cancellation process will take 12 months. All refunds due to a force majeure event will be processed by Holiday Factory Premium within 12 months of when the supplier (airline, hotel & others) processes the refund to Holiday Factory Premium. If a supplier declares bankruptcy or insolvency, the amount of this service will not be refunded to the customer.
If the client has a complaint about the product or services, the client must raise the complaint immediately with a Holiday Factory Premium employee or legal representative so that Holiday Factory Premium can use its best endeavours to rectify the problem. Holiday Factory Premium cannot rectify a concern it is unaware of. Failure to complain immediately will extinguish or at least reduce Holiday Factory Premium’s liability to pay compensation. Although every effort will be made to resolve a complaint to the customer’s satisfaction, it is specifically recorded that Holiday Factory Premium in no way accepts liability for any claim.
* Holiday Factory Premium is a brand of Holiday Factory LLC.