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.

Product Information

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

Vouchers cannot be used for travel periods that coincide with UAE Public / National holidays. The restricted travel period usually includes one to four days before and after the UAE Public Holidays. The exact dates for these holidays are officially announced by the UAE government.

Holiday Factory offers specially designed Public Holiday Packages available for travel during these periods. Details of these packages can be found on the Holiday Factory website.

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.

Fuel Surcharge

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.

Travel Insurance

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 Alliance 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.

Delays

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.

Travel Documentation

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.

Visa Rejection Shield

Visa denial protection is only available for approved customers and selected nationalities who have paid the defined Visa Rejection Shield fee per person. If a customer's visa application, despite having completed all documentation correctly and on time, is refused by the authorities for any reason, Holiday Factory will refund the full amount for the vacation package paid to the customer's credit card within 10 working days of the case being reviewed and approved. To receive the refund in case of rejection, the customer must do the following: send an email to Holiday Factory within 3 days of visa rejection. The customer shall attach the official rejection document from the government authority and all documents sent to the embassy. If the customer has already been refused a visa in the same country (or Schengen if it is the EU) or has been deported from that country, the Visa Shield does not apply. The Visa Rejection Shield fee paid for the Visa Shield is non-refundable. This offer is only valid for customers who have paid the Visa Rejection Shield fee in addition to the package price. For Greece-only packages, the fee of AED 300 per person is required. For Europe combo packages, the Visa Rejection Shield entails an additional charge of AED 900 per person.

When opting for the Visa Rejection Shield, individuals from specific countries are required to pay additional fees. The countries subject to these fees are: Afghanistan, Algeria, Bangladesh, Cameroon, Central African Republic, Chad, Congo (Brazzaville), Congo (Democratic Republic), Cote D'Ivoire, Djibouti, Eritrea, Ghana, Guinea, Guinea-Bissau, Haiti, Iran, Iraq, Libya, Mali, Mauritania, Myanmar, Nigeria, Pakistan, Palestinian Authority, Senegal, Somalia, Sri Lanka, Sudan, Syria, Uganda.
For Greece-only packages, an extra fee of AED 1,500 per person is required. For Europe combo packages, the Visa Rejection Shield entails an additional charge of AED 2,500 per person.

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.

Complaints

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.

Booking Forfeiture Policy

Booking or vouchers that are more than two years old and have not been utilized by the customer will be deemed forfeited.

No claims will be accepted, regardless of their current status or any verbal or written information provided to the customer.

After two years, all vouchers and bookings will expire in the international booking system without exceptions.