The following Booking Conditions together with any other information found on this website, applicable to your holiday, will form the basis of your contract. Silver Key Travel is a trading name of Unwind Worldwide. Please read them carefully.
In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Silver Key Travel a trading name of Unwind Worldwide. References in these Booking Conditions to “arrangements” mean such holiday or travel arrangements. This website means “www.silverkeytravel.co.uk”.
The flights (excluding low cost flights and scheduled flights) shown on this site are ATOL protected by the Civil Aviation Authority. We act as agents for ATOL licensed tour operators. As a travel and booking agent we act only as an agent for the Principals actually providing the relevant services and with whom your contract will be made. We shall not be liable for any act or default on the part of such a Principal or its agents or servants. All holidays shown are subject to availability.
By making a booking, the first named person on the booking (the Lead Passenger) agrees on behalf of all persons detailed on the booking that he/she has read these terms and conditions and has the authority to and does agree to be bound by them. He/she must be authorised to make the booking, on the basis of these Booking Conditions, by all persons named on the booking, and their parent or guardian for all party members who are under 18 when the booking is made. The Lead Passenger is responsible for making all payments due to us. The Lead Passenger must be at least 18 when the booking is made.
If you or any member of your party have any disabilities, it is extremely important that we make the necessary arrangements to make your holiday go smoothly. We must therefore insist that you contact our offices on 0844 875 4010 before completing any reservation to ensure compatibility for the holiday that you chose.
A binding contract between us comes into existence when we despatch our confirmation invoice to the lead passenger. This confirmation invoice is typically sent out within one working day of an online booking request being received and credit/debit card payment being processed.
Unwind Worldwide reserves the right to withdraw from any contract in the case of obvious errors or inaccuracies regarding the products appearing on this website. If an error or inaccuracy is discovered with regards to the advertised price or availability we will contact you as soon as possible.
Unwind Worldwide acts at all times as a booking agent on behalf of the supplier(s) involved with your holiday booking. As a booking agent, the company’s role is to ensure that all travel components/services booked correspond with what has been agreed with you at the time of booking. In the case of those components/services deviating from what has been agreed due to the supplier(s’) inability to honour the contract, then Unwind Worldwide will open a communication dialogue between the relevant supplier(s) and the customer and will not be liable for any compensation claims. In this context, Unwind Worldwide cannot be held responsible for any changes imposed by the suppliers nor can be considered liable for any omissions/mistakes, unless the latter occur due to our negligence. Ultimately, the customer will enter into a trading relationship with Unwind Worldwide, which will be restricted solely to the above mentioned role of the company as a booking agent, as well as with the various suppliers involved who will have the responsibility to provide in full the services/products advertised at the time of booking.
We do not make any charges for payments by debit card. Payments by credit cards are subject to a 2% handling fee. American Express is 2.25%.
If a final balance is due on your booking this may have to be paid up to 16 weeks before departure. You will be notified of the exact date on which payment is due on your confirmation invoice. If the final balance is not paid on, or before, the due date then we reserve the right to cancel the reservation.
Cancellations and Amendments
Should you wish to amend or cancel your booking, instructions must be received in writing from the lead passenger by email or post. Charges may be levied by the Tour Operator or by your chosen supplier/s or both and us (please see below for Unwind Worldwide fees).
- Outside 10 weeks before departure – Loss of Deposit
- Within 10 weeks of departure – 100% cancellation charge
Low Cost and Scheduled Flights
Non-refundable from the time of booking and carries a 100% cancellation charge.
- Outside 5 Weeks of Departure – 20% or Loss of deposit, whichever is the greater
- Within 5 weeks of Departure – 50% cancellation charge
- Within 2 weeks of Departure – 100% cancellation charge
- Outside 4 weeks before departure – 25% cancellation charge
- Within 4 weeks of departure – 100% cancellation charge
- Non-refundable from the time of booking and carries a 100% cancellation charge.
- Outside 4 weeks before departure – Loss of Deposit
- Within 4 weeks of departure – 100% cancellation charge
- Name change: £15 per person + Airline/Hotel Charge
- Flight/Holiday/Hotel Change: £15 per amendment + Airline/Hotel Charge
- Delivery of documents by post: £5
For any cancellations or amendments please telephone us on 0844 875 4010. Please note that any incorrect information on any correspondence should be bought to our attention within 7 days of the isssue date.
As Unwind Worldwide act as booking agents for the individual elements of your holiday and as customers are required to agree to the Terms & Conditions of the relevant supplier at the time of booking, we are therefore not defined as the ‘Principal’ within ABTA’s Code of Conduct, section 3.
Any changes or amendments to your flight times which are received less than 24 hours before departure may affect you if you have booked airport transfers as there may not be enough time for the transfer supplier to contact their local agent in resort. Any out-of-pocket travel expenses incurred as a result may need to be claimed through your Travel Insurance policy.
We recommend that all passengers are adequately insured before travelling abroad. Insurance is usually a prerequisite for most tour operators, who reserve the right to deny travel when proof of insurance cannot be provided.
Flight times shown are provisional and may be subject to change, as per the tour operators’ or airlines’ booking conditions. For flight only bookings, please reconfirm your flight times 48 hours prior to departure as per the tour operator’s/airline’s instructions. This applies to both your outbound and inbound journey, as changes to flight times may occur while you are abroad.
Tickets and Travel Documents
Tickets are generally issued by the tour operator between ten and fourteen days prior to departure, however they still reserve the right to issue documents at the airport. Please contact us one week prior to your departure if you have not received any travel documents.
We, Hays Travel Ltd trading as Unwind Worldwide, will act as an agent in the booking of your accommodation. These terms of business set out the basis on which we arrange your accommodation, acting as an agent. Your contract will be with the accommodation provider/owner (referred to from now on as the principal) and their booking conditions will apply. We advise you to obtain and read these. Please ask us for a copy if you do not have one. As an agent, we accept no responsibility for the provision of the accommodation by the principal with whom you have a contract. All accommodation that we provide, or that is sold through us is not an offer by us to sell any accommodation, but an invitation to you to make an offer to the principals of the accommodation. We are free to accept that offer on behalf of those principals or to reject it.
We reserve the right to alter any of the advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed.
When you have chosen your accommodation and you make a request to us to book it, you must pay the full cost of the booking in full if you are booking within 14 weeks of your arrival date, or a deposit if it is outside 14 weeks before departure. Your booking is confirmed and a contract between you and the principal will exist when you have seen the confirmation booking screen and received a confirmation email confirming the booking. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the principal who may cancel your booking and charge the cancellation fees set out in the booking conditions. Payments by credit card will attract a credit card charge of 2% (American Express 2.25%) and are non-refundable if you cancel your booking or it is cancelled by the Principal.
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party these terms of business. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.
In some instances, specific special requests should be communicated with us prior to booking, if those request/needs will have a bearing on the customers decision to actually stay in a specific hotel. If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the principal, but we can’t guarantee that they will be met and we will have no liability to you if they are not.
Many principals require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.
Any cancellation or amendment request must be sent to us in writing, by email, and will take effect on the day we receive this during the hours of 9am to 5.30pm. The principal may charge the cancellation or amendment charge shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements) and in addition you must pay us the cancellation or amendment charge stated below.
- Outside 5 Weeks of Departure – 20% or Loss of deposit, whichever the greater
- Within 5 weeks of Departure – 50% cancellation charge
- Within 2 weeks of Departure – 100% cancellation charge
With regard to changes and cancellations made by the principal, we will inform you as soon as reasonably possible. If the principal offers alternative accommodation or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the principal will assume that you have accepted the change.
Your contract is with the principal and its booking conditions apply. As an agent, we accept no responsibility for the provision of the accommodation by the principal. Our responsibilities are limited to making the booking in line with your instructions. We also do not accept responsibility for any information about the accommodation that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
Please be aware that the booking conditions of the principal will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Principals will also often require you to pay for any damage you cause to the accommodation. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the principal or any third party as a result.
Because the contract for your accommodation is between you and the principal, any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the principal or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the principal. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish – please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA Member then it can be referred to the arbitration scheme arranged by ABTA, see clause 12.
We are a Member of ABTA, membership number L8569. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found on ABTA’s website www.abta.com The arbitration scheme is administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by IDRS within 13 months of the date of your return from holiday.
The booking information that you provide to us will be passed on only to the relevant principal or other persons necessary for the provision of your accommodation. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information on as above, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.
Many of the principals that we act for offer protection for your monies. This means that, if in the unlikely event of their insolvency your accommodation can’t be provided, you will receive your money back or, if your stay has started, arrangements will be made for you to be able to continue as planned. If the principal that you have chosen doesn’t offer such protection we may be able to offer suitable insurance cover under the ABTA Protection Plan. Please ask for full details.
These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable.)
No room specifics such as a balcony or terrace, view type (eg sea/land) can be guaranteed unless otherwise specifically stated in the room type description.
You may find that if you’re travelling outside of peak holiday periods, i.e. low season, some facilities both in your hotel and resort may not be available and any entertainment provided may be more low-key. Hoteliers may also remove facilities at certain times due to low demand and/or low occupancy levels, without notification.
Rooms sleeping up to 4 people: some hotels have rooms that sleep up to 4 people. Room layout may consist of up to 4 separate beds or a combination of double, twin, camp bed, sofa beds or rollaway beds. In some hotels, 3rd and 4th beds may only be suitable for a child. Rooms for up to 4 persons may not be any larger than twin or double rooms so space is likely to be limited.
Please note Egyptian and Tunisian passport holders must be legally married in order to share a double room in a hotel in Egypt or Tunisia respectively. It is illegal to book a room for a foreign national and an Egyptian or Tunisian unless they are married. Please check with the relevant Consulate for more information. Therefore the hotels will not accept such reservations on check-in. If there is availability, 2 single rooms will be provided at additional cost to the clients. This law does not apply to holders of non-Egyptian passports.
If incoming flights are delayed, resulting in a later than expected hotel check-in, please advise either the hotel or the accommodation supplier using the numbers shown on the accommodation voucher as the accommodation may otherwise be released.
Please note that no refund can be claimed if guests stay at the accommodation for a shorter period than that for which they have booked.
Payment for incidental extras (e.g. mini bars, telephone charges, etc.) must be made directly to hotel before you check out. Any local and/or city taxes due must be paid to the hotel directly and are not included in the booking.
Passports, visas and health
All passengers must have a 10-year British Citizen passport (5 year for children). Please note that some countries require that your passport is valid for a minimum period after the return date to the UK (typically 6 months). If your passport is in its final year of validity, then you must check with the embassy of the country you are visiting, otherwise travel may be denied. It is your responsibility to ensure that you meet any visa, passport or inoculation requirements of the country you plan to visit. Failure to do so may result in being refused to travel, which will in turn void any claims against your insurance cover.
For more information on the subject, you may wish to obtain a copy of the “Health Advice for Travellers” (T6) guide, which can be requested by calling 0800 555 777. Up to date travel advice can also be obtained from the Foreign & Commonwealth Office on 0207 238 4503 or on their website: www.fco.gov.uk.
We hope your travel arrangements run as smoothly as possible and that you will enjoy your holiday. However, if you have a complaint while you are in the resort, you must report it immediately to the local representative of the supplier or to the accommodation management. If the problem cannot be resolved on the spot you should make a written complaint to the supplier’s representative in the resort and report the matter in writing within 14 days of returning to the UK. Please note that you should allow 35 days for a response so that all issues raised can be concluded and resolved.
If you incur any out of pocket expenses when in resort, you must obtain and keep any receipts detailing each cost. Failure to send in receipts as part of a complaint may waiver your right to claim back any monies owed.
Booking Confirmation Email
If you do not receive a booking confirmation email from us within 48 hours you must let us know as failure to do so may lead to missed emails about your booking which we cannot be held responsible for. It is your responsibility at all times to ensure that your email address remains active.
Changes to your email address and personal details
If your email address changes or any other personal detail changes you must advise us immediately. You must let us know if you do not receive our acknowledgment of your email address change or any other personal detail change within 48 hours.
We will not make compensation payments for any cancellation/changes caused as a result ‘force majeure’. Force Majeure means any inability by us to perform our contractual obligations resulting from any cause or reason whatsoever beyond our reasonable control. This includes, but is not limited, to acts of war (whether war is declared or not), the threat of war, riots, civil disturbances, industrial disputes, terrorist activity, natural disasters, fire, inclement weather, technical problems to transport, airline failure, closure or disruption to airspace or airport.