Refund Policy
This is Independent Travel Agancy.
Your Money Matters to Us
We want every Break Holiday customer to feel confident when they book with us. Part of that confidence comes from knowing exactly where you stand if plans change — whether that’s your decision or ours.
This page explains our refund policy in plain, honest language. We’ve tried to cover every scenario we can think of, but if your situation isn’t covered here or something isn’t clear, just get in touch and we’ll talk it through with you directly.
1. Overview
Our refund policy depends on the type of booking you’ve made, the specific terms attached to it, and when any cancellation or change takes place. There is no single rule that applies to every booking — the travel industry is complicated, and what applies to a package holiday is different from what applies to a standalone flight or a hotel booked on a promotional rate.
What we can promise is this: we will always be transparent about the refund conditions that apply to your booking before you confirm it. If you’re ever unsure, ask us first.
2. Package Holiday Refunds
2a. If You Cancel Your Package Holiday
If you decide to cancel a confirmed package holiday, cancellation charges will apply. These charges reflect the costs we have already committed to on your behalf — deposits paid to airlines, hotels, and ground operators that are often non-recoverable.
The standard cancellation charge structure is as follows:
| Notice Given Before Departure | Cancellation Charge |
|---|---|
| More than 70 days | Deposit only |
| 43 – 70 days | 50% of total holiday cost |
| 29 – 42 days | 70% of total holiday cost |
| 15 – 28 days | 90% of total holiday cost |
| 14 days or fewer | 100% of total holiday cost |
Please note that in some cases — particularly where your package includes non-refundable flight fares or special promotional rates — the charge may be 100% from the moment of booking. We will always make this clear to you before you confirm.
Any refund due after deduction of applicable charges will be returned to you using your original payment method within 14 days of the cancellation being processed.
2b. If We Cancel Your Package Holiday
We take our obligations seriously and we will not cancel a confirmed package holiday without good reason. However, in certain circumstances — such as minimum number requirements not being met, or extraordinary events beyond our control — we may need to do so.
If we cancel your package holiday for reasons other than extraordinary circumstances:
We will give you as much notice as possible and never cancel within 28 days of departure unless the situation is genuinely unavoidable. We will offer you a full refund of everything you’ve paid to us, or an alternative holiday of equivalent or higher value at no extra cost to you. If the alternative we offer costs less than your original booking, we will refund the difference.
You’ll have 14 days to make your choice from the date we notify you.
2c. Significant Changes to Your Package
If we need to make a significant change to your confirmed package — such as a change in destination, a departure or return time shift of more than 12 hours, a change in departure airport, or a significant downgrade in accommodation standard — you will have the right to:
Accept the change and continue with your booking. Choose an alternative holiday of equivalent value (or pay/receive the difference if it’s a different price). Cancel your booking and receive a full refund.
We will notify you of any significant changes as soon as we become aware of them and give you a reasonable timeframe to make your decision. Minor changes — such as small adjustments to flight times or a room change within the same accommodation — do not qualify as significant changes and do not give rise to a refund entitlement.
3. Flight-Only Refunds
Where we have booked flights on your behalf as a standalone product (not as part of a package), the refund conditions are set by the airline and not by Break Holiday. Different airlines have very different policies and fare rules.
Non-refundable fares: Many budget and promotional airfares are entirely non-refundable once purchased. If you cancel a flight booked on a non-refundable fare, you will not receive a cash refund. In some cases, you may be able to recover government taxes and airport charges — we will assist you in claiming these where possible.
Flexible and refundable fares: Where you’ve booked a refundable fare, the airline’s own terms will govern how and when the refund is processed. We will submit the refund request on your behalf and pass the refund to you once received from the airline. Timelines vary significantly by airline but are typically between 4 and 12 weeks.
Flight cancellations by the airline: If your flight is cancelled by the airline, you are entitled under UK261/2004 regulations to a full refund of the ticket price, or re-routing to your destination at the earliest opportunity. We will assist you in pursuing this where we are able, though your claim is ultimately against the airline.
We will always advise you of the fare rules before you confirm a flight booking so there are no surprises.
4. Hotel and Accommodation-Only Refunds
Refund terms for standalone hotel bookings vary depending on the rate type booked:
Flexible rates: Most standard hotel bookings allow free cancellation up to a specified date before check-in — typically 24 to 72 hours, though this varies. If you cancel within this window, you will receive a full refund. We will confirm the specific cancellation deadline when you book.
Non-refundable rates: Some hotel rates — particularly discounted or advance-purchase prices — are non-refundable from the point of booking. These are clearly identified at the time of booking and offer a lower price in exchange for the flexibility. If you cancel a non-refundable rate, no refund will be issued.
No-show: If you fail to check in for a non-refundable booking or cancel after the deadline, the full booking cost will be charged and no refund will be given.
Where a hotel cancels your booking, we will work to arrange equivalent alternative accommodation or arrange a full refund on your behalf.
5. Transfers, Tours and Other Services
Refund terms for transfers, excursions, car hire, and other additional services are governed by the relevant supplier’s terms and conditions. We will provide you with the applicable terms before you confirm these additions.
As a general rule, services cancelled with less than 48 hours’ notice may not be refundable. We will advise you of the specific conditions that apply to your booking.
6. Cancellations Due to Extraordinary Circumstances
If your holiday is affected by events that are genuinely beyond anyone’s control — sometimes referred to as force majeure — the situation is handled differently depending on who initiates the cancellation.
Examples of extraordinary circumstances include: natural disasters, declared wars or serious security threats, outbreaks of disease significantly affecting the destination, government travel bans, or other events that make travel impossible or unsafe.
If we cancel your holiday due to extraordinary circumstances, you are entitled to a full refund. Compensation beyond the refund amount is not payable in these cases under the Package Travel and Linked Travel Arrangements Regulations 2018.
If you choose to cancel due to your own concerns about travelling to a destination — without a formal FCDO advisory against travel — standard cancellation charges will apply. We would always recommend speaking to us first in these situations, as there may be options available to you.
7. FCDO Travel Advisories
If the UK Foreign, Commonwealth & Development Office (FCDO) issues advice against all or all but essential travel to your destination before your departure date, you may be entitled to cancel your package holiday and receive a full refund, as this generally constitutes an extraordinary circumstance.
The situation for flight-only or accommodation-only bookings is less straightforward, as individual airline and hotel policies will apply. We will always advise you honestly on your options if this situation arises.
We strongly recommend monitoring FCDO travel advice for your destination in the lead-up to your departure at gov.uk.
8. Non-Refundable Bookings
Some bookings are non-refundable from the point of confirmation. This includes:
Flights booked on non-refundable fare classes. Hotels booked at non-refundable promotional rates. Certain tours, transfers, or experiences with strict no-refund policies. Bookings where the full cost has been committed to a supplier with no cancellation rights.
We will always clearly identify non-refundable elements before you confirm your booking. If you are unsure whether your booking is refundable, please ask us before you pay.
9. How to Request a Refund
If you need to cancel your booking or request a refund, please contact us as soon as possible. The sooner you let us know, the better — as cancellation charges often increase the closer to departure the cancellation is made.
To request a refund or cancellation, please contact us by:
Phone: +44 2038 662900
Email: info@breakholiday.co.uk
Please have your booking reference number ready and include the names of all passengers on the booking. We will confirm receipt of your cancellation request in writing and advise you of any charges that apply.
Cancellations are processed from the date we receive your written request — not from the date you first considered cancelling.
10. Refund Timelines
We process refunds as quickly as we can. Once a refund has been approved and processed from our end, please allow:
Credit or debit card payments: 5 to 10 working days to appear in your account, depending on your card provider.
Bank transfer payments: 3 to 7 working days once processed by us.
Airline or hotel refunds passed through to you: These depend on the supplier’s own timelines. Airlines in particular can take anywhere from 4 to 12 weeks. We will keep you updated and chase on your behalf where necessary.
If you haven’t received your refund within the timeframe above, please contact us and we’ll look into it straight away.
11. Amendments Instead of Cancellations
Before you cancel, it’s always worth considering whether an amendment might be a better option. Depending on your booking, it may be possible to:
Change your travel dates to a later period. Transfer the booking to another person. Upgrade or adjust your package to better suit your needs.
Amendment fees may apply, but these can sometimes be significantly lower than cancellation charges. Please speak to us before making a final decision to cancel — we’ll always explore your options with you honestly.
12. Travel Insurance
We cannot stress this enough — please take out travel insurance at the time of booking, not the night before you depart.
A good travel insurance policy can cover cancellation charges if you need to cancel for a covered reason, such as illness, bereavement, or redundancy. Without insurance, any cancellation charges that apply become your cost to bear.
We are not responsible for any loss you suffer as a result of not having appropriate travel insurance in place. Please check your policy carefully to make sure it covers your destination, the total value of your trip, and any activities you plan to do.
13. Financial Protection
For package holidays booked through Break Holiday, your money is financially protected in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018. This means that if we were unable to fulfil your holiday due to our insolvency, you would receive a full refund or, where travel has already begun, arrangements would be made for your return home.
Details of our financial protection will be provided at the time of booking.
14. Your Legal Rights
This refund policy does not affect your statutory rights as a consumer under UK law, including your rights under:
The Package Travel and Linked Travel Arrangements Regulations 2018. The Consumer Rights Act 2015. UK Regulation 261/2004 (flight passenger rights, retained in UK law post-Brexit).
If you believe we have not honoured your legal rights, please raise a complaint with us in the first instance. If you remain unhappy after we’ve responded, you may be able to refer the matter to an appropriate alternative dispute resolution (ADR) scheme or seek advice from Citizens Advice.
15. Changes to This Policy
We may update this Refund Policy from time to time, for example if regulations change or our booking processes evolve. Any changes will be published on this page with an updated date at the bottom. Changes will not apply retrospectively to bookings already confirmed.
16. Questions and Contact
If you have any questions about our refund policy — or if your situation doesn’t quite fit any of the scenarios described here — please just get in touch. We’d much rather talk things through with you and find a fair solution than leave you uncertain.
Phone: +44 2038 662900 Email: info@breakholiday.co.uk
Website: https://breakholiday.co.uk
Based in: United Kingdom