We’re On the Beach Limited, company number 3162982, and our registered office is 5 Adair Street, Manchester, England, M1 2NQ.
These Booking Conditions set out what we should expect from each other when you book a package holiday with us. They include our Holiday Handbook and we’ll use any personal data you provide in line with our Privacy Notice.
Save the snoozing for the sun loungers as we’ve kept these Booking Conditions as short as possible and added 🏝️ where our Holiday Handbook has more info.
Booking a package holiday means you have rights under the Package Travel and Linked Travel Arrangements Regulations 2018. 🏝️.
You must tell us if you or anyone travelling with you has a medical problem, disability or reduced mobility. If the supplier 🏝️ can’t accommodate your requirements, we won’t confirm the booking. If you tell us about any specific requirements after confirming your booking, we’ll inform the supplier, but they may cancel your booking and impose cancellation charges if they’re unable to accommodate.
The agreement for each booked service is between you and the supplier, but we maintain overall responsibility for your package holiday.
By making a booking, you (as the lead passenger) agree that you’re over 18, a resident of the UK, and accept financial responsibility for payment of the booking. You also agree, on behalf of yourself and everyone named on the booking, that all passengers have:
entered all of the information correctly;
complied with all relevant passport, visa, health, and immigration requirements; and
read and accept these Booking Conditions and the supplier’s terms and conditions.
All bookings are subject to availability. Once you’ve submitted a booking request, we'll send you a summary email. This is an acknowledgement we’ve received your booking request and isn’t confirmation of your booking. If your booking isn't available, we'll let you know as soon as possible. Once payment has been authorised, your bank or card issuer will ‘ring-fence’ the amount paid. If your booking request is not confirmed for any reason, it may take 3-5 working days for your money to be returned.
Your booking is only confirmed when we send you a booking confirmation email with a booking reference number (at which point you'll have a legally binding agreement with us and each supplier).
We take care to ensure the information and pricing we publish is accurate, however changes and errors may occur. If this happens, we can make changes at any time on our website before you’ve submitted a booking request. If we realise an error has occurred after you’ve submitted a booking request but before we’ve confirmed the booking, we’ll contact you and you can choose to accept the new price or cancel your booking request. Please check the price and details of your package when it is confirmed. If any price on our website is obviously wrong, any bookings based on that price won’t be valid, and we may cancel your booking and refund all monies paid.
If you have a SmartBook flight 🏝️ you agree:
to only use the card payment details we provide you with to make payment for the same flight, luggage and any additional extras (such as seats) you chose when you placed your order with us. You must let us know if you’re unable to book the same flight so that we can discuss your options. You'll be responsible for any costs involved in changing your booking if you book anything different to what you chose when you placed your order with us.
to let us know, through ‘My Bookings’, your flight reference number and the email address used to make your flight booking as soon as the airline has confirmed your booking
to contact us as soon as you become aware of any changes to your flight so we can make any required changes to the rest of your booking
that you won’t accept any changes to your flight booking with the airline until you have received confirmation from us that we have been able to accommodate the changes for the rest of your booking
that if the airline pay any refund for the flight direct to you, you’ll repay the full amount of the refund to us
that if you do not book the flights and provide us with confirmation of your flight reference number together with the email address used within 24 hours of receiving the card payment details, we will make the booking for you which will incur an additional fee of £8 per person per flight
If you book a different flight to the one you chose when you placed your booking with us, we won’t be liable for any costs, expenses, damages or other loss you incur as a result. For example, we will not be liable for the costs and losses you incur as a result of your accommodation or transfers not matching the flight booked. Alternatively, where elements of your holiday are changed or cancelled in order to match the new flight, our standard amendment and cancellation charges will apply.
Although we’ll provide you with payment details to book your flight, this doesn’t change or affect the payment method you chose when you placed your order with us or your payment obligations to us.
We offer 3 options to pay for your holiday:
1. in full (you must pay in full if you’re booking within 28 days of your departure date or booking a non-refundable hotel 🏝️);
Flexible Payments:
2. monthly payments; or
3. instalments.
If you’ve chosen to pay for your holiday through monthly payments or instalments under our low deposit scheme, you'll pay an initial non-refundable deposit at the time of booking, and we'll collect the remaining balance on the dates shown when you make your booking (you can also find these in your booking confirmation and in ‘My Bookings’). When you’ve paid your deposit and your booking is confirmed, you’re liable for any non-refundable costs (less any deposit you’ve paid). This may include the full cost of your flights.
Flexible payment charges
Fee | Additional Information | Amount |
|---|---|---|
Automatic payment collection fee | You’ll be charged a fee for any payment we take automatically. To avoid this fee, you can make a payment at any time before 8pm on the payment date. | Up to £5 |
Payment date change | You can move your payment date forward by up to 14 days (but not your final balance date). If you move your payment date, you’ll be charged this fee. Each payment date can only be changed once. | £10 (or £5 if you move the date via ‘My Bookings’) |
Insufficient funds fee | You’ll be charged a fee if you don’t have sufficient funds in your account when we try to take payment. | £20 which is added to the total balance of your booking (plus the automatic payment collection fee if a part payment is collected) |
Cancelling your flexible payment arrangement
If you want to cancel your flexible payment arrangement, you can:
pay the outstanding balance for your booking in full via the ‘Payments’ section in My Bookings on our website or by contacting our customer service department via live chat;
cancel your booking via the ‘Make Changes’ section in ‘My Bookings’ on our website; or
contact your bank to cancel our authority to collect the payments, although this won’t cancel your booking. Please contact us first before contacting your bank.
If you’re paying under a flexible payment arrangement, you’re legally obliged to pay each payment on the due date. Please ensure there are sufficient funds in your account when we take payment. If we’re unable to take payment in full, we’ll collect any available funds (which may include any overdraft facility) in your account up to the value of the amount owed, and you may incur an insufficient funds fee.
If the card used to make your booking fails or we’re unable to recover the full amount due and we hold other cards against your booking, we’ll also attempt to debit the outstanding amount from those cards.
If we have to cancel your booking for non-payment, all non-refundable charges will be due immediately. Please be aware that most flight bookings (including any in-flight extras booked through us) and any deposits paid under our flexible payment arrangements are non-refundable.
Holiday Checklist
You must complete your ‘Holiday Checklist’ at least 7 days before you travel. This will be available in ‘My Bookings’ on our website. We’ll email to let you know it’s ready for completion and send you reminders, so you don’t forget.
We really recommend you download our app, it’s the best way to prep for your holiday and includes all your booking information.
If you want to make changes to your booking
If your booking includes a Ryanair or a SmartBook flight, any change which impacts your flight time or holiday dates must be requested through ‘My Bookings’. We’ll confirm to you if we’re able to accommodate your request and you’ll then need to log into your account with your airline to make the requested changes. If a change doesn’t impact your flight time or holiday dates (e.g. adding bags, seats, change to name) then you must make the request through your account with your airline. Any changes will be subject to the fees applied by your airline (which could amount to the full price of the flight(s) depending on the change).
For all changes that don’t relate to a Ryanair or a SmartBook flight, you can request changes via ‘My Bookings’. Changes aren’t guaranteed and can only be accepted in accordance with the supplier’s terms and conditions (which may incur charges as much as 100% of the cost of the services and normally increase closer to the departure date).
Please check you have written confirmation of any changes to your booking before you travel. We may not be able to accommodate any changes to your booking if requested too close to your departure date.
The below table shows the fees you’ll pay to us for changing your booking (these fees are non-refundable). All charges below are in addition to any supplier charges.
Change | If requested more than 60 days before your holiday | If requested within 60 days of your holiday |
|---|---|---|
Adding in-flight extras (unless related to a Ryanair or SmartBook flight, where your request will be made directly with the airline and no fee will be applied by us) | £30 | £45 |
Change of hotel | £80 + any charges for cancelling original hotel + any cost of booking new hotel | £120 + any charges for cancelling original hotel + any cost of booking the new hotel |
Change board basis or room type | £40 | £60 |
Change of dates | £80 + any charges for cancelling original holiday + any cost of new holiday | £120 + any charges for cancelling original holiday + any cost of new holiday |
Change or amendment to name | £30pp | £45pp |
Add passengers | £50pp | £75pp |
Remove passengers | £30pp | £45pp |
£30pp | £45pp |
If you cancel your holiday
If you cancel your holiday, you must pay the following charges:
If you cancel more than 60 days before your holiday | If you cancel within 60 days of your holiday |
|---|---|
£50 per person + any supplier charges (which may be as much as 100% of the booked services) | £100 per person + any supplier charges (which may be as much as 100% of the booked services) |
If the card used to pay the cancellation charges fails and we hold other cards against your booking, we’ll also attempt to take payment from those cards.
You can see the total amount of any cancellation charges for your booking via ‘My Bookings’. You may be able to reclaim cancellation costs from your insurer if this is covered under your insurance policy.
If you’re cancelling because of events beyond your control 🏝️ which significantly affect the performance of your holiday or ability to travel to the destination, no cancellation charges will apply, and you’ll receive a refund but you won’t be entitled to any compensation. We’ll take travel advice issued by the government into consideration but their advice doesn’t automatically mean you can cancel due to an unavoidable and extraordinary circumstance.
If we or the supplier change your holiday
Suppliers may, at any time, make a change to your booking. There may be rare occasions on which we must make changes to your booking. Your rights will depend on whether the relevant change is a ‘Significant Change’ or ‘Insignificant Change’. 🏝️
If there is an Insignificant Change to your booking, we’ll update your booking automatically. If there is a Significant Change to your booking, you’ll have the option to accept the proposed changes, take an alternative package, or cancel the package with a full refund.
If we or the supplier cancels your booking
On very rare occasions, we or the supplier may cancel your booking, for example, if we can no longer provide the holiday itinerary you have booked. We’ll notify you as soon as reasonably possible if we or a supplier cancels your booking (unless your booking includes a Ryanair or a SmartBook flight in which case the airline will send you an email notification). We may offer you an alternative and let you know if there are any additional costs. If the alternative is of a lower quality or cost, you might be entitled to a price reduction. If we don’t offer you an alternative, or if you’d prefer, we’ll refund any payments made in full. When we cancel your booking, you agree that we may cancel any reservations with the suppliers and claim any refundable elements from them.
If your booking is cancelled, you may be entitled to compensation except where cancellation is due to your failure to pay or an event beyond our or the supplier’s control (see below) and you’re notified of the cancellation without undue delay before your departure date.
Events beyond anyone’s control
You won’t be entitled to compensation if our or the supplier’s obligations to you are affected by an event beyond our reasonable control. 🏝️
We want to make sure you have the most incredible holiday, but we know sometimes things can go wrong.
If you or anyone on your booking suffers an injury or illness, you must tell us and the supplier 🏝️ immediately.
If you have any other complaint, please tell the supplier right away so they can fix the issue and you can get on with enjoying the rest of your holiday. If your concern isn’t resolved after speaking to the supplier, please contact our in-resort team on +44 (0) 333 003 1934. If you don’t follow our complaints process, the amount of compensation you may be entitled to could be reduced.
If you or anyone named on the booking is disruptive, your booking may be cancelled without a refund and you and/or anyone named on the booking may be liable for any loss or damage caused. 🏝️
If things don’t go to plan and you’d like to complain, please chat to us here: Contact Us | After Your Holiday | On the Beach.
If you have returned from your holiday, please notify the team within 28 days of your return.
If we can’t resolve your issue, you can ask for the matter to be resolved by independent arbitration via Hunt ADR.
Our liability to you is set out in our Holiday Handbook. 🏝️
Our Booking Conditions are subject to English law and subject to the exclusive jurisdiction of the English and Welsh courts. You can choose to bring a claim in the courts of Scotland or Northern Ireland but only if you live there.
If you or anyone in your party has a claim for a refund, compensation or other loss/damage directly against a supplier, insurer or card issuer and we pay such sum to you, you agree that when we pay you, you will transfer your claim to us and we can make a claim either in our own name or on your behalf. Any request to us for a refund, must be made through ‘My Bookings’.
If you’ve purchased a flight-inclusive package, you’ll be financially protected by way of the ATOL scheme operated by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR. On the Beach Limited is an Accredited Body Member of On the Beach Travel Limited (ATOL number 11549).