This page contains details on our terms and conditions. Please ensure that you have thoroughly read these terms prior to confirming a reservation. At Ola Holidays our aim is to be as informative and helpful as possible, our booking conditions are designed to be understandable and easy to read, however if you have any further questions then please contact our customer services team who will be happy to help you.

The use of this website (the "Site") and all travel services offered by us are booked subject to our terms of business, as set out below (the "Terms of Business"), and the terms and conditions of the actual supplier of your travel services (our "Suppliers"). You must ensure that you have read, understood and agree to them. If you have trouble accessing them or understanding them, please contact us before making your booking.

Use of this Web Site

You consent without qualification to the Terms of Business when you use the Site. If you disagree with any part of the Terms of Business, you may not use the Site in any way. The information on the Site is directed solely at those who access the Site from the United Kingdom mainland. Our business and the services we offer are governed by the applicable laws of England and Wales. No warranties and/or representations of any kind, express or implied, are given as to the compliance of the information shown on the Site, the services offered by us or our Suppliers, any information relating to such services and our business in any respect with any laws of any other country which do not, in any event, affect or apply to the same.

You agree to be bound by the following obligations:

• You must be 18 years of age or over and have legal capacity.
• You accept financial responsibility for all transactions made under your name or account.
• You warrant that any information you provide about yourself or anyone else shall be true and accurate.
• The Site must not be used for speculative, false or fraudulent bookings.
• The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.
• The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.
• We may change any aspect of the Site or its content, including the availability of any travel services, features, information, database or content at any time.
• The copyright in the material contained on the Site belongs to its licensors or us. The material may only be used for your own personal use for non-commercial purposes. As a condition of use of the Site, you agree to indemnify us, our officers, agents, suppliers and other partners from and against any and all liabilities, expenses (including legal fees) and damages arising out of claims resulting for (i) your use of the Site; (ii) any material you post to or transmit through the Site including claims for Intellectual Property Right infringement or defamation. The Site is provided on an 'as is' and 'as available' basis. We do not accept any liability in respect of your ability to access or use the Site at any time or for any interruption in that access or use or for any failure to complete any transaction. We do not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.
• We reserve the copyright and all proprietary rights in the Site and all content. The material contained within the Site is the property of Ola Holidays Limited or its affiliates unless identified as belonging to third parties. The name Ola Holidays and any other marks, logos and graphics displayed on the Site are trademarks of Ola Holidays Limited or its affiliates. Other company and product or service names displayed on the Site may be the trademarks of their respective owners. You are not granted any right or license to use any trademarks.

Agency Terms of Business

These are the terms on which we will make a booking for your travel or holiday requirements. We, Ola Holidays Limited, a company registered in a company registered in England and Wales under company number 5833037 trading as Key Trips and Key Transfers, will act as agent in booking your travel arrangements. [LH] When making your booking we will arrange for you to enter into a contract with the principal (tour operator/airline/cruise Company or other supplier) named on your receipt. For most bookings we act as agent for the principal but we act as your agent when making a booking with most no frills airlines. Details will be given at the time of booking. As an agent we accept no responsibility for the acts or omissions of the principal or for the services provided by the principal. The principal’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.

Privacy Policy

In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs/dietary requirements etc.

We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as your tour operator, airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.

Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not however, pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.)

You are entitled to a copy of your information held by us. If you would like to see this please ask us. [We may make a small charge for providing this to you].

Security Policy

Ola Holidays is committed to ensuring that the information you provide is secure. Any sensitive information that you provide is protected using SSL technology, which is the industry standard. This encrypts your personal information, including your credit card details so that it cannot be read as it is sent over the internet. Once your transaction is completed, your personal information is stored on a secure computer, so that it cannot be accessed across the internet.

Data Protection Policy

This site is operated by Ola Holidays Limited. Olaholidays.com is the data controller in respect of the personal information obtained from you in the course of your use of the site and/or making a booking.

We will require some personal information such as your:
a) name
b) e-mail address
c) postal address
d) telephone number
e) credit/debit card number and expiry date

We request this information from you on our order form. You must provide contact information - name/email address/postal address/telephone number - and financial information - credit/debit card number/expiry date. We use this contact information in order to reserve the required services, to send you details of that confirmation and if necessary to inform you of updates or changes to your travel plans. If we have trouble processing a request this contact information is used to get in touch with you. We would use your telephone number only if we needed to contact you urgently or if you had made a mistake entering your details. The financial information is used for billing purposes and to complete your orders.

We may also use your contact details to inform you of our products including special offers that we think may be of interest to you. We do not pass details of your personal information to third parties except as described below:

Sharing Information

Information is shared with a) any member of our group (as described below), b) our bank and c) involved third parties.
a) We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.
b) When paying by credit or by debit card we pass your card details to our bank for authorisation of the transaction and for payment.
c) We may disclose your information to booking agents and hotels who will use your information in the ways described above in this privacy statement. We will provide only the information necessary to ensure the successful fulfillment of your travel arrangements. You should be aware that the hotel may not be subject to data protection laws

Booking Details

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport.

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. 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 are traveling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes.

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 to the relevant suppliers, whether in the EEA or not, we will be unable to provide you’re booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.

Low Cost/”No Frills” Flights

When booking a “no frills” airline through our website you are entering into a contract directly with the airline concerned and you will be subject to their terms and conditions which you must refer to on the relevant airlines website. The airline will provide booking confirmation directly to you by e-mail and Ola Holidays will be unable to access or alter your booking. We will issue a confirmation invoice that details our charges for the use of this service.

Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay 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 their Terms and Conditions.

Cancellation and Amendment

Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the principal may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation or amendment charge stated below.

Changes or Cancellations by the Principal

We will inform you of any changes or cancellations as soon as reasonably possible. If the principal offers alternative arrangements 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 is entitled to assume you wish to receive a full refund. We accept no liability for any consequential losses arising from changes or cancellations made to your arrangements.

Special Requests

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 do not guarantee that they will be met and we will have no liability to you if they are not.

Insurance

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. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (eg. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

Accommodation Ratings and Standards

Accommodation ratings are displayed as provided by the principal supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. Ola Holidays cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

Safety standards in some countries may differ from those applicable in the United Kingdom. All properties comply with applicable health and safety regulations. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.

Number of Nights

The ‘No of Nights’ stated on our documentation refers to the number of nights accommodation booked. Please note: when travelling on flights departing the UK after midnight, your room will be reserved from the previous day. You must therefore, normally check out of your room by 12 noon on the day before a night flight home or on the departure for an evening flight.

Room Allocation

After registration, on arrival at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with your accommodation principal. Please note that local taxes and expenses will be payable to your accommodation principal in resort on check-out.

Accommodation Facilities

Please note where it is stated that hotels have facilities such as tennis courts, the hotel may make charges and equipment is not always provided. The periods of operation of air conditioning/central heating are at the discretion of the hotelier. The availability of children’s clubs and activities may depend on the number of children in residence and/or demand. In some properties children’s clubs and activities are run by specific tour operators and available only to their clients. Where satellite TV is provided, at least one English channel will normally be available.

Building Work

From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. Often we do receive advance notice of when it will begin, in which case you will be informed prior to making your booking or within a reasonable time of us being notified. If in any case you have not been informed, and we consider the work will have a significant effect on your stay, we will then review the option of partial or full refund.

Elderly/Disabled Clients

We are able to make enquiries of the principal about the suitability of arrangements for you and provide replies prior to booking. You must make all requests in advance before a booking is confirmed.

You indemnify us in the event of damage caused by you

Please be aware that the booking conditions of the principal will normally state that your stay can be terminated, with no refund, if the behavior of your party falls below an acceptable standard. Principals will also often require you to pay for any damage you cause to the accommodation in resort. 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 of your conduct.

Delivery of Documents

All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by First Class post. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to the charges stated below.

Passports, Visas and Health

We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the principal accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.

Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details.

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

Final Travel Arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

Complaints

Because the contract for your arrangements 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, details of which are below.

ABTA

We are a member of ABTA, membership number K8069. 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 at http://www.abta.com/heretohelp.shtml
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. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The Scheme deals 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 nine months of the date of your return from holiday.

Financial Protection

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 arrangements cannot 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. This protection is provided by way of a bond. For charter flights that are not with low-cost carriers, the bond will be held by the flight providers' Air Travel Organisers' licence, the name of which appears on your confirmation invoice. Please note that ATOL protection is not available for flights that are with low cost carriers, or when your payment is made direct to airlines. Click on the ATOL logo for more information. If the principal that you have chosen does not offer such protection we may be able to offer suitable insurance cover under the ABTA Protection Plan. Please ask for full details.

Law and Jurisdiction

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 Scots or Northern Irish law, as applicable.)

Our Service Charges

In certain circumstances we apply a service charge for the services we provide:

SERVICE	CHARGE
Cancellation or amendment	Principal’s charge + £25
Special requests after booking has been confirmed	Principal’s charge + £10
Credit card charge	3%
Arranging Passports and Visas	Passport/Visa fee + £30
Pre-booking airline seats after confirmed booking	Principal’s charge + £10
Tickets despatched by courier	Cost of courier + £10