+971 4 701 4000
+971 56 300 0406
info@holiday-factory.com corporate@holiday-factory.com
Travel with clarity
Everything you need to know about bookings, travel documents, cancellations and your holiday with us—organized so it is easier to find.
Booking
Your official Travel Document is the valid confirmation—not the holiday voucher alone.
Check promptly
Check names, dates and destination details as soon as your Travel Document arrives.
Cancellation
Email info@holiday-factory.com with the booking reference. Other channels are not accepted.
By purchasing a holiday package from Holiday Factory, the customer enters into a contractual relationship with Holiday Factory Package Tour Operator LLC, Dubai, United Arab Emirates (hereinafter referred to as “Holiday Factory”), acting in its capacity as a tour operator. Upon payment for the holiday package, the customer confirms that they have read, understood, and accepted these General Terms and Conditions, as well as the specific terms and conditions contained in the applicable holiday voucher and/or Travel Document.
The customer authorizes Holiday Factory to arrange and book, on their behalf, the travel services specified in the holiday voucher and/or Travel Document. These services may include, but are not limited to, flights, accommodation, transfers, excursions, and other travel-related services provided by various service providers located both internationally and within the United Arab Emirates.
Holiday Factory acts in good faith when arranging and contracting such services on behalf of the customer. All travel services are provided by independent third-party service providers, each of whom is solely responsible for delivering the services in accordance with their own terms and conditions, applicable laws, and local regulations. By purchasing a holiday package, the customer acknowledges and accepts the terms and conditions of the respective service providers. Such terms may be available on the providers’ websites or may be requested from Holiday Factory prior to booking and payment.
For the purposes of this agreement, the term “Customer” includes all individuals listed by the lead passenger during the booking process who intend to travel. All such individuals shall be deemed to have read, understood, and accepted these General Terms and Conditions and the specific terms contained in the applicable holiday voucher and/or Travel Document.
Holiday Factory shall communicate exclusively with the Lead Passenger, who represents and warrants that they are authorized to act on behalf of all travellers included in the booking. The Lead Passenger further confirms that all travellers have read, understood, and accepted these General Terms and Conditions and the specific terms of the holiday package.
To confirm a booking, the customer must pay the full invoice amount. Holiday Factory reserves the right to reject any booking where payment is incomplete or only partially received. As the prices of certain travel services may fluctuate over time, any increase resulting from delayed or incomplete payment shall be borne solely by the customer.
This contractual relationship shall be governed by the laws of the United Arab Emirates, and any disputes arising therefrom shall be subject to the exclusive jurisdiction of the courts of Dubai.
Holiday Factory works with reputable and duly registered service providers in each destination, who are expected to operate in accordance with applicable local laws and regulations.
In the event that a service provider fails to deliver a service, delivers it only partially, or fails to meet the agreed standard, Holiday Factory will make reasonable efforts to assist the customer in obtaining the contracted service or, where feasible and commercially reasonable, arrange an alternative service provider. The customer expressly acknowledges and agrees that Holiday Factory shall not be liable for the acts, omissions, negligence, or failures of independent third-party service providers. Holiday Factory shall only be liable where it is proven that the failure to provide a booked and paid service resulted directly from negligence on the part of Holiday Factory or its employees.
Holiday Factory shall not be liable for any serious incident, including but not limited to injury, illness, death, loss, damage, or any other claim arising from services provided by third-party suppliers. In such cases, liability shall rest solely with the respective service provider, including but not limited to airlines, transport operators, hotels, or excursion providers.
No employee, agent, or representative of Holiday Factory has the authority to amend, vary, waive, or override any provision of these General Terms and Conditions, or to assume any liability on behalf of Holiday Factory, unless such amendment is made in writing, issued on official company letterhead, and signed by the General Manager or Chief Executive Officer of Holiday Factory. Any verbal or written statement that contradicts these Terms and Conditions shall be deemed invalid, and these General Terms and Conditions shall prevail.
In the rare event that Holiday Factory is unable to provide the booked holiday package after payment has been received due to service unavailability or any other reason beyond its control, Holiday Factory reserves the right to cancel the booking and provide a full refund of all amounts paid. In such circumstances, the customer shall not be entitled to any additional compensation, damages, or claims. Holiday Factory will notify the customer promptly should such a situation arise.
At the time of booking, the customer must provide complete and accurate passenger names exactly as they appear on the relevant passport.
Most airlines do not permit name changes after tickets have been issued. Accordingly, Holiday Factory shall not be liable for any costs, penalties, losses, denied boarding, or other consequences resulting from incorrect, incomplete, or inaccurate passenger information supplied by the customer.
The customer bears sole responsibility for ensuring that all names, dates of birth, passport details, and other personal information are entered correctly during the booking process, whether through the Holiday Factory website, the iGO reservation system, or any subsequent online forms, including Holiday Factory’s date request platform.
A booking shall be considered confirmed only upon receipt of full payment and the issuance of the official Holiday Factory Travel Document. A holiday voucher alone does not constitute a confirmed booking and does not entitle the customer to utilize any travel services.
The Travel Document, clearly identified as such, shall serve as the sole valid confirmation of the booking and will contain all relevant service details. Customers are required to review the Travel Document immediately upon receipt and notify Holiday Factory in writing within twenty-four (24) hours of any errors, discrepancies, or omissions, including but not limited to passenger names, travel dates, or destination details.
Failure to notify Holiday Factory within the specified period shall result in the customer being solely responsible for any costs, fees, penalties, or charges arising from subsequent amendments or corrections.
The Holiday Factory Travel Document, bearing a valid and unique booking reference number, is the primary document required to access and utilize all booked services, including flights, accommodation, transfers, and other travel arrangements.
Due to the use of group bookings, special fares, contracted allocations, or IT (Inclusive Tour) fares, individual airline Passenger Name Record (PNR) numbers are generally not disclosed to customers.
This practice is consistent with international tour operator standards, as a single airline PNR may contain multiple unrelated passengers. Disclosure of such PNRs could allow unauthorized access to booking information and enable changes to travel dates, flights, or services affecting other customers.
Accordingly, Holiday Factory issues its own Travel Documents with unique booking reference numbers, which are recognized and accepted by its contracted suppliers, including airlines, hotels, transport providers, and other travel service providers.
The customer bears sole responsibility for obtaining, maintaining, and carrying all required travel documentation, including but not limited to:
Holiday Factory shall not be liable for any loss, expense, delay, denied boarding, denied entry, deportation, or other consequence arising from the customer's failure to comply with applicable travel documentation requirements.
Unless otherwise specified by the relevant authorities, passports should generally remain valid for at least six (6) months beyond the intended travel date.
Customers holding UAE residence permits must ensure that both their residence visa and Emirates ID remain valid for the period required by the destination country.
Customers are solely responsible for verifying all entry, transit, and exit requirements applicable to their itinerary.
Holiday Factory employees, call centre agents, customer service representatives, and other personnel may provide visa, entry, or travel information in good faith based on information available at the time. However, such information is provided solely for general guidance purposes and in good faith and Holiday Factory is not taking any legal responsibility for the accuracy of this information given to the customer at a particular time. Holiday Factory explicitly ask the customer to verify all information received from Holiday Factory as the responsibility to comply with the entrance and Visa regulations are solely with the customer.
Holiday Factory on the company webpage is presenting the official links of the embassy or governments requesting the customer to verify all Visa and government entrance requirements directly on the official webpage of the respected government.
Holiday Factory is sending the travel documents to the customer with all booked services and additionally showing the customer official government links to verify the entry and Visa regulations before the travel. Holiday Factory request the customer if possible 14 days before travel to recheck thru the provided official government links the latest Visa and government regulations. Customer who does not follow this advice Holiday Factory is not taking any responsibility if customer will be denied travel by the authorities.
Customers must independently verify all travel requirements directly with:
Holiday Factory makes no representation or warranty regarding the accuracy, completeness, or continued validity of such information and shall not be liable for any losses, expenses, delays, visa refusals, denied boarding, denied entry, or other consequences arising from reliance upon information provided by Holiday Factory personnel.
Customers must carefully review all travel documents upon receipt and notify Holiday Factory in writing of any discrepancies within twenty-four (24) hours.
The package price includes only those services expressly stated in the Holiday Factory Travel Document, booking confirmation, or package description.
Unless expressly stated otherwise, the package price does not include:
Hotel check-in and check-out times are determined by international hospitality standards and the individual policies of each accommodation provider.
Early check-in and late check-out are not guaranteed unless specifically arranged, confirmed in writing, and paid for in advance.
Customers are responsible for complying with the check-in and check-out times established by the accommodation provider.
The safety and well-being of customers are important priorities for Holiday Factory.
Holiday Factory provides within the Holiday Package a travel insurance to eligible customers. Such insurance shall be issued by a UAE-licensed or internationally recognized insurance provider and shall generally provide coverage that meets or exceeds applicable Schengen visa requirements.
Coverage may include:
Travel insurance is mandatory for entry into many destinations and should, at a minimum, provide adequate coverage for emergency medical treatment and repatriation expenses.
Holiday Factory reserves the right to change or substitute the insurance provider at any time, provided that substantially equivalent coverage is maintained.
This Insurance coverage is generally available to:
Customers aged sixty-five (65) years and above are required to obtain travel insurance separately, either through Holiday Factory (where available) or through an independent licensed insurance provider.
Coverage shall become effective only upon payment of any applicable premium and issuance of a valid insurance policy.
Holiday Factory shall not be liable for any consequences arising from the absence, insufficiency, invalidity, or inadequacy of travel insurance, including but not limited to:
The standard Holiday Factory product does not include coverage for adventure sports, hazardous activities, or other high-risk activities unless specifically stated.
Customers participate in such activities entirely at their own risk.
Where Holiday Factory has arranged insurance of a reasonable standard, any dispute concerning insurance coverage, claims, benefits, or settlements shall be exclusively between the customer and the insurer.
The customer can upgrade his insurance to various higher value and additional services from Holiday Factory, or the customer can purchase additional insurance from other insurance companies.
Customers are responsible for ensuring that they are medically fit and capable of undertaking their chosen travel itinerary before making a booking.
Any pre-existing medical condition, illness, disability, mobility limitation, pregnancy-related condition, or other circumstance that may affect travel must be disclosed to Holiday Factory at the time of booking.
Where medically required, Holiday Factory may request a medical certificate from a licensed medical practitioner confirming the customer's fitness to travel.
Failure to disclose relevant medical information may result in:
In such circumstances, Holiday Factory shall not be liable for any resulting loss, expense, or disruption to the customer's travel arrangements.
Holiday Factory acts as a tour operator and intermediary arranging travel services provided by independent third-party suppliers.
Accordingly, Holiday Factory shall not be liable for any loss, damage, injury, illness, accident, death, delay, inconvenience, irregularity, or expense arising from the acts, omissions, negligence, insolvency, or failures of any third-party supplier.
Certain holiday packages may include activities involving a higher degree of risk than standard leisure travel. By purchasing and participating in such activities, customers acknowledge and voluntarily assume all associated risks.
Holiday Factory shall not be liable where it has exercised reasonable care and diligence in arranging the travel services.
Holiday Factory further excludes liability for any loss, damage, or expense resulting from:
Liability for transportation and accommodation services shall rest solely with the relevant supplier, including airlines, hotels, rail operators, cruise lines, transport companies, and other service providers.
Customers retain the right to pursue claims directly against the responsible supplier where applicable.
Holiday Factory shall not be liable for indirect, consequential, special, incidental, or punitive damages of any nature.
Customers must report any complaint, deficiency, disruption, or service-related issue immediately to:
Customers must provide Holiday Factory with a reasonable opportunity to investigate and, where possible, rectify the issue during the travel period.
Failure to report a complaint at the time the issue arises may prejudice Holiday Factory's ability to investigate the matter and may result in the forfeiture of any entitlement to compensation or other remedies.
Holiday Factory shall make reasonable efforts to assist customers in resolving complaints; however, responsibility for the provision of services remains with the relevant third-party supplier.
Any complaint submitted after completion of travel should be sent in writing within fourteen (14) days of the customer's return date and must include supporting evidence where available.
Customers agree to comply with all reasonable instructions issued by Holiday Factory representatives, tour guides, local agents, airlines, hotels, transport providers, and other suppliers involved in the provision of travel services.
Where, in the reasonable opinion of Holiday Factory or its representatives, a customer's health, behavior, conduct, intoxication, negligence, or actions are likely to:
Holiday Factory reserves the right to exclude such customer from part or all of the travel arrangements without prior notice and without liability for any refund, compensation, or alternative arrangements.
Where assistance is required due to illness, injury, misconduct, or other circumstances attributable to the customer, Holiday Factory may arrange reasonable assistance and recover all associated costs from the customer.
Customers are solely responsible for complying with all laws, regulations, customs, and entry requirements of the countries visited during their trip.
Holiday Factory shall not be liable for any fines, penalties, arrests, deportations, denied entry decisions, legal proceedings, or other consequences resulting from a customer's unlawful conduct or breach of local laws.
To initiate a cancellation, the Lead Passenger must submit a written request by email to info@holiday-factory.com. The request must include the booking reference number and valid contact details to enable processing.
While providing a reason for cancellation is appreciated, it is not mandatory.
Cancellation requests submitted by telephone, WhatsApp, social media platforms, live chat, or any other communication channel shall not be accepted. Only cancellation requests received via email shall be deemed valid and processed.
The effective cancellation date shall be the date on which the cancellation request is received by Holiday Factory via email (only info@holiday-factory.com).
Customers may cancel either:
Unredeemed Voucher Cancelation:
The applicable cancellation fee for an unredeemed voucher shall be determined in accordance with the specific terms and conditions of the respective voucher, which the customer reviewed and accepted prior to purchase. This cancelation fee is mentioned in the Voucher and is usually in the range of 100 AED to 300 AED per person. The exact amount is mentioned in the Voucher. The Voucher can only be cancelled during the validity of the Voucher which is also mentioned in each Voucher. After cancelling the Voucher and deducting the cancelation fee the remaining amount can be used as travel credit for any future booking for any Holiday Factory Packages. The Travel Credit is valid for 1 year. A cash refund is agreed to be excluded.
Confirmed Booking Cancelation:
A booking shall be deemed a Confirmed Booking if:
Once a booking becomes a Confirmed Booking, Holiday Factory will have committed to and/or purchased travel services, including but not limited to airline tickets, hotel accommodations, transfers, excursions, and other travel-related services from third-party suppliers.
The customer can cancel a confirmed booking at any time before travel without giving a proof of any specific reason for the cancelation.
Accordingly, if the customer submits a cancellation request of a confirmed Booking, Holiday Factory shall proceed with the cancellation of all associated services, subject to the applicable cancellation fees set out below.
Cancellation Fees for Confirmed Bookings:
| Cancellation request received before departure: | More than 30 days | Between 30-10 days | Between 9-3 days | Between 72hrs - 8 hrs |
|---|---|---|---|---|
| All packages | 50% of the package price | 60% of the package price | 70% of the package price | 95% of the package price |
Exceptions listed below:
| Packages with Wizz Air Airline & Royal Jordanian Airlines | 70% of the package price | 70% of the package price | 70% of the package price | 95% of the package price |
|---|---|---|---|---|
| Multi-City Europe Packages within the European Union (EU) regardless which airline which incl. minimum one additional flight or transport within the EU | 70% of the package price | 80% of the package price | 90% of the package price | 95% of the package price |
Holiday Factory reserves the right in very exceptional cases to charge higher cancellation fees where airlines, hotels, cruise operators, destination management companies, or other service providers impose stricter cancellation penalties. In such cases, the customer shall be responsible for the actual cancellation costs incurred by Holiday Factory.
Any refundable amounts shall be processed only after Holiday Factory has received the confirmation of the applicable refunds from the relevant suppliers. Processing times may vary depending on the policies and procedures of the respective service providers but is usually no longer than 1 month.
No refund shall be payable for unused services, missed flights, late arrivals, early departures, denied boarding, voluntary abandonment of travel arrangements, or services not utilized by the customer after travel has commenced. No refund shall be payable for cancelation received by E-Mail less than 8h prior start of travel.
All approved refunds shall be made using the original method of payment unless otherwise agreed in writing by Holiday Factory.
If the applicable cancellation fee calculated under these Terms and Conditions is less than AED 500 per person, a minimum cancellation fee of AED 500 per person shall apply to all holiday packages, regardless of the timing of the cancellation. This minimum cancellation fee shall not apply to infants under two (2) years of age at the time of travel.
Certain promotional, seasonal, special event, or exceptional holiday packages may be subject to higher cancellation charges. Where applicable, such cancellation fees shall be clearly disclosed in the specific terms and conditions of the relevant voucher or holiday package. For example, holiday packages during public holidays, peak travel periods, or special events may carry cancellation charges of up to ninety-five percent (95%) of the total package value.
Any remaining balance after deduction of applicable cancellation fees, supplier charges, administrative fees, and any other non-recoverable costs shall be issued to the customer in the form of a Credit Voucher. A confirmation email detailing the cancellation and issuance of the Credit Voucher shall be sent to the Lead Passenger.
It is agreed that Cash refunds will not be provided.
Credit Vouchers may be used toward future bookings with Holiday Factory.
Unless otherwise stated, a Credit Voucher must be redeemed in full in a single transaction and cannot be partially redeemed, split, exchanged for cash, transferred to another person, or combined with another Credit Voucher unless expressly approved by Holiday Factory in writing.
To redeem a Credit Voucher, the customer can choose any package from the Holiday Factory webpage. After choosing the new package the customer has to contact Holiday Factory Customer Services by phone, who will assist with the booking process.
The validity period of each voucher shall be clearly stated in the applicable voucher terms and conditions.
Unless otherwise specified:
All vouchers are automatically invalidated by the Holiday Factory iGO reservation system one (1) day after their expiration date.
Upon expiration, vouchers shall automatically become null and void and:
Certain holiday packages, promotional offers, airfare products, accommodation arrangements, and travel services may be specifically designated as Non-Refundable.
Where a package or service is identified as Non-Refundable, a cancellation fee of one hundred percent (100%) of the total booking value shall apply. Such conditions shall be clearly disclosed in the applicable voucher terms and conditions.
Where a holiday package has been fully or partially utilized, no cancellation, amendment, refund, credit, or reimbursement shall be available for any unused portion of the booked services.
An Unredeemed Voucher is a voucher for which no travel dates have been selected, requested, or confirmed.
Unredeemed Vouchers may be cancelled during their validity period, subject to a standard cancellation fee of AED 250 per voucher, unless a different cancellation fee is specified in the terms and conditions applicable to that voucher at the time of purchase.
Upon expiration, an Unredeemed Voucher automatically becomes void and:
Holiday packages designated as Public Holiday Offers, Peak Season Packages, Special Event Packages, or Fixed Departure Deals are subject to special cancellation conditions due to the higher supplier commitments associated with such products.
Unless otherwise expressly stated in the voucher terms and conditions:
A cancellation fee of ninety-five percent (95%) of the total package price shall apply where cancellation is requested more than twelve (12) hours prior to the scheduled departure time.
A cancellation fee of one hundred percent (100%) of the total package price shall apply where cancellation is requested less than twelve (12) hours prior to the scheduled departure time, rendering the booking fully non-refundable.
For cancellations requested within twenty-four (24) hours of departure, the customer must additionally notify Holiday Factory's Call Centre. Failure to provide such notification shall not affect the applicable cancellation charges.
In very exceptional circumstances beyond Holiday Factory’s reasonable control, including but not limited to situations where airlines withdraw, discontinue, or refuse tour operator fares, IT fares, group fares, contracted allocations, or similar arrangements after the purchase of a holiday package, Holiday Factory reserves the right to cancel the booking.
In such circumstances, Holiday Factory may, at its sole discretion:
Refund the full amount paid by the customer to the original method of payment.
Standard refund time is 1 month, and the amount will be credited on the same credit card used for the payment.
The customer acknowledges and agrees that such remedies shall constitute Holiday Factory’s sole right and that no additional compensation, consequential damages, claims, penalties, or reimbursements shall be payable.
Once a booking has been confirmed, any request for amendments, modifications, or date changes must be submitted by the Lead Passenger and shall be subject to Holiday Factory’s approval.
All amendment requests must be received no later than seventy-two (72) hours prior to the scheduled departure time.
Approval of any amendment is subject to availability and may result in additional charges, including but not limited to:
Holiday Factory does not guarantee that any amendment request can be accommodated.
The amendment fees applicable to date changes are set out below. In addition to the amendment fee, any applicable fare increases, supplier charges, taxes, surcharges, or other costs resulting from the requested change shall be payable by the customer and will be communicated at the time the amendment request is processed.
| Airline | Amendment fees |
|---|---|
| All packages with Fly Dubai | 200 AED per person per flight sector |
| All packages with Air Arabia | 400 AED per person |
| Royal Jordanian Single Destination Package | 300 AED per person |
| Royal Jordanian Multi-destination package | 400 AED per person per flight sector |
| Air Baltic Single Destination | 450 AED per person |
| Air Baltic Multi-City | 1800 AED per person |
| Air Seychelles Single Destination | 450 AED per person |
| Air Seychelles Multi - City Destination | 800 AED per person |
| All other airlines | 650 AED per person |
Holiday Factory will also accommodate customer date change requests which are received less than (72) hours prior to the scheduled departure time. This request will be executed if the services are available and will be charged to the customer on the actual cost at the time changing the services.
Gift Vouchers may be used toward the purchase of any eligible holiday package offered by Holiday Factory and shall remain valid for twelve (12) months from the date of purchase unless otherwise specified.
Each Gift Voucher may be redeemed for one (1) booking only and may not be split across multiple bookings. Any unused balance remaining after redemption shall be automatically forfeited and shall not be available for future use, refund, or credit.
Gift Vouchers are:
To use a Gift Voucher the customer has always to select a travel date either thru the Holiday Factory Booking engine (IDA) or select a Voucher, but a date request must be executed at the same time
Holiday Factory reserves the right to verify ownership and identity the name prior to voucher redemption. Trading or selling of Gift Vouchers is not permitted.
All product descriptions, itineraries, pricing, photographs, promotional materials, and other information are published in good faith and are believed to be accurate at the time of publication.
Holiday Factory shall use reasonable efforts to provide the services substantially as advertised. However, due to operational requirements, supplier decisions, or circumstances beyond its reasonable control, Holiday Factory reserves the right at any time to:
Such changes shall not constitute a breach of contract and shall not entitle the customer to compensation, provided that the overall value and standard of the holiday package remain substantially equivalent.
Holiday Factory shall not be liable for any loss of enjoyment, disappointment, inconvenience, or indirect loss resulting from such changes.
Standard holiday vouchers are generally not valid for travel during designated peak travel periods, including but not limited to:
Restricted travel periods typically include one (1) to seven (7) days before and after officially declared UAE public holidays. Exact blackout dates shall be determined by Holiday Factory based on operational requirements, supplier availability, and market demand.
Holiday Factory may offer specially designated holiday packages for travel during such restricted periods. The applicable terms, pricing, and availability shall be published on the official Holiday Factory website or communicated at the time of booking.
Holiday Factory shall not be liable for delays occurring before or during travel, including delays caused by:
Any additional expenses arising from such delays, including accommodation, meals, transportation, communication costs, or other incidental expenses, shall be the sole responsibility of the customer unless otherwise provided by the responsible carrier or service provider.
Holiday Factory reserves the right, in exceptional circumstances beyond its reasonable control, to adjust the price of a holiday package. Such circumstances may include, but are not limited to, governmental actions, political unrest, armed conflict, war, terrorism, significant increases in transportation costs (including fuel and airfare costs), changes in taxes, duties, governmental fees, airport charges, hotel taxes, embarkation or disembarkation fees, and adjustments to hotel rates or attraction admission fees.
Where an airline imposes a fuel surcharge or increases fares after a booking has been confirmed, particularly as a result of substantial fluctuations in fuel prices caused by political, economic, or military developments, the customer shall be responsible for paying the applicable surcharge.
The Lead Passenger shall remain responsible for all additional charges arising under the booking, regardless of who originally made or paid for the reservation. This provision shall also apply to bookings made using promotional, complimentary, discounted, or third party issued vouchers, including but not limited to vouchers issued by retail partners, banks, corporate partners, or other organizations affiliated with Holiday Factory.
If, during such exceptional circumstances, the customer refuses to pay the applicable fuel surcharge or any other mandatory surcharge, Holiday Factory shall be entitled to cancel the booking and/or all associated services and vouchers. In such cases, no refund, compensation, damages, or alternative services shall be due or payable to the customer.
Certain destinations impose mandatory government taxes, environmental levies, tourism fees, or accommodation taxes that must be paid directly by the customer to the hotel or accommodation provider, either upon check-in or check-out. Such charges are determined by local authorities and are not controlled by Holiday Factory.
Where applicable, these taxes or levies will be indicated in the Holiday Voucher and/or Travel Document. The customer acknowledges and agrees that payment of such charges is their sole responsibility.
The Maldives Green Tax is a mandatory environmental levy charged per person, per night and payable directly to the accommodation provider.
Applicable Rates:
USD 12 per person per night for resorts, integrated resorts, resort hotels, large hotels (50 rooms or more), properties located on uninhabited islands, tourist vessels, and large guesthouses.
USD 6 per person per night for hotels and guesthouses with 50 rooms or fewer located on inhabited islands.
Exemption:
Children under two (2) years of age at the time of check-in.
The Tourism Environmental Sustainability Levy is charged per person, per night and is payable directly to the accommodation provider.
Applicable Rates:
Between USD 6 and USD 8 per person per night, depending on the size and classification of the accommodation.
Exemption:
Children under two (2) years of age at the time of check-in.
Other destinations may impose similar taxes, environmental levies, tourism fees, or government charges. Where known at the time of booking, such charges will be clearly indicated in the Holiday Voucher and/or Travel Document. However, customers acknowledge that local authorities may introduce or amend such taxes without prior notice. Any such charges remain the sole responsibility of the customer and must be settled directly with the relevant accommodation provider or authority.
A mandatory tourist tax applies to foreign guests and is charged per person, per night to be paid in the hotel.
Applicable Rates:
Between 3 to 5 USD per person per night, depending on the size and classification of the accommodation.
The Visa Rejection Shield is available only to eligible customers and eligible nationalities who have purchased and paid the applicable Visa Rejection Shield fee in full.
Where a visa application is refused by the relevant embassy, consulate, or immigration authority despite the timely submission of complete and accurate documentation, Holiday Factory shall issue a Credit Voucher equal to the total amount paid for the holiday package.
The Credit Voucher shall remain valid for twenty-four (24) months from the date of issuance.
Eligible claims shall generally be processed within ten (10) working days following receipt of all required supporting documentation.
To qualify for compensation under the Visa Rejection Shield, the customer must notify Holiday Factory by email within three (3) calendar days of receiving the official visa refusal decision and provide:
The Visa Rejection Shield shall not apply where:
The Visa Rejection Shield fee is strictly non-refundable and applies only where specifically purchased as an optional add-on.
Single-destination European packages: AED 990 per person
Two-country European combination packages: AED 1,890 per person
Multi-country European packages: AED 2,890 per person
Holiday Factory reserves the right to amend the Visa Rejection Shield fee structure at any time for future bookings.
For customers holding passports from certain nationalities that may be subject to enhanced visa scrutiny, increased supplier requirements, or additional administrative processing, Holiday Factory reserves the right to apply an additional surcharge.
Such nationalities may include, but are not limited to:
Afghanistan, Algeria, Bangladesh, Cameroon, Central African Republic, Chad, Republic of the Congo, Democratic Republic of the Congo, Côte d’Ivoire, Djibouti, Eritrea, Ghana, Guinea, Guinea-Bissau, Haiti, Iran, Iraq, Libya, Mali, Mauritania, Myanmar, Nigeria, Pakistan, Palestinian Territories, Senegal, Somalia, Sri Lanka, Sudan, Syria, and Uganda.
Any applicable surcharge shall be clearly communicated to the customer prior to confirmation of the booking.
In addition, a surcharge of AED 500 per person shall apply to single travellers, defined as customers making an individual booking without sharing accommodation with another traveller under the same reservation.
Holiday Factory reserves the right to amend the list of applicable nationalities and surcharge amounts at any time for future bookings.
During official public holiday periods and other designated peak travel periods, an additional surcharge of AED 500 per person shall apply to the Visa Rejection Shield across all package categories.
For bookings traveling during such periods, eligibility under the Visa Rejection Shield shall require the customer to notify Holiday Factory of any visa refusal no later than ten (10) calendar days prior to the scheduled departure date.
Notification must be provided through both:
Failure to comply with these notification requirements may result in the rejection of the Visa Rejection Shield claim.
Holiday packages, vouchers, or promotional travel products provided through retailers, banks, loyalty programs, corporate partners, marketing campaigns, competitions, or other promotional channels shall be governed by these General Terms and Conditions unless expressly stated otherwise.
Customers receiving such complimentary or promotional holiday packages shall be subject to the same rights, obligations, restrictions, cancellation policies, amendment fees, and booking procedures applicable to paying customers.
Any special benefits, inclusions, limitations, exclusions, or conditions applicable to the promotional package shall be set out exclusively in the official Holiday Factory voucher, Travel Document, or accompanying promotional terms and conditions.
In the event of any inconsistency between these General Terms and Conditions and the specific terms of the promotional voucher, the specific promotional voucher terms shall prevail only to the extent of the inconsistency.
Holiday Factory respects the customer's right to share genuine feedback. However, all content published or shared on social media, review platforms, websites, messaging apps, or other public digital channels must comply with UAE laws.
Publishing defamatory, insulting, false, or misleading statements about Holiday Factory, our employees, or partners is strictly prohibited. Customers may only post reviews or complaints regarding services that were directly included as part of their purchased package. Holiday Factory cannot be held responsible for third-party failures outside of our direct control. For example, if an airline delays or cancels a flight, this is beyond Holiday Factory’s control; publicly blaming or defaming Holiday Factory on social media for such third-party issues constitutes a violation under the UAE Cybercrime Law.
Under the UAE Cybercrime Law, online defamation or insult is a serious offense that carries severe penalties, including imprisonment and fines between AED 250,000 to AED 500,000. Holiday Factory reserves the right to take legal action against any content that violates UAE law or unlawfully damages the reputation, rights, or interests of the company, staff, or business partners.
Holiday Factory reserves the right to cancel, modify, postpone, suspend, or amend any booking where reasonably necessary due to force majeure or extraordinary circumstances beyond its control.
Confirmed departures shall not be cancelled except where such circumstances make the provision of services impossible, unsafe, illegal, or commercially impracticable.
For the purposes of these Terms and Conditions, Force Majeure includes, but is not limited to:
Where a pandemic, epidemic, or public health emergency is declared by the World Health Organization (WHO) or a competent governmental authority, such circumstances shall automatically constitute Force Majeure.
Holiday Factory shall not be liable for any compensation, damages, consequential losses, or additional expenses arising from Force Majeure events.
For unredeemed vouchers cancelled due to Force Majeure:
A cancellation fee equal to twenty-five percent (25%) of the amount paid shall apply, regardless of the standard cancellation policy.
Refund processing may take up to twelve (12) months from the date of approval.
Where travel services have already been booked and suppliers subsequently cancel such services due to Force Majeure:
Where cancellation, interruption, or curtailment occurs after travel has commenced, Holiday Factory shall not be liable for refunds, compensation, or consequential damages.
All refunds under this section are strictly conditional upon receipt of reimbursement from the relevant suppliers and may require up to twelve (12) months to process.
In the event of supplier insolvency, liquidation, administration, bankruptcy, or similar financial failure, Holiday Factory shall not be liable for any unrecovered amounts.
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