We accept bookings subject to the following Terms and Conditions.
Contract and Booking
A 'Client' is all persons named on the booking form intending to travel with us. A 'Product' is any service sold by Holiday Factory LLC. All clients will be deemed to have read, understood and accepted all of our booking conditions. In order to confirm a booking the agent must have full payment of all payments due. A contract between the client and Holiday Factory LLC comes into existence once we have confirmed the booking in writing and issued a confirmation. The person signing the booking form (that incorporates these terms and conditions) warrants that they have full authority to do so on behalf of all persons whose name appears thereon and confirms that all such persons are fully aware of and understand these terms and conditions. The said contract, including all matters arising from it, is subject to Law and the exclusive jurisdiction of the UAE courts. No employees or representatives of Holiday Factory LLC have any right to alter, vary or waive any of these terms and conditions, nor to undertake any liability whatsoever on behalf of Holiday Factory LLC, unless authorized in writing and signed by the CEO of Holiday Factory LLC. Holiday Factory LLC reserves the right to decline any booking at their discretion without further explanation.
Name change amendments
At the time of making the booking, you must provide full correct names as they appear on your passport.Please note that airlines do not permit name changes on issued tickets. Holiday Factory LLC will not be held responsible for any charges that may incur for the incorrect submission of names. It is recommended that you submit a passport copy while submitting preferred travel dates for your vacation.
Payment and Pricing Policy
Your reservation request will be confirmed upon receipt of the full payment due at the time of booking. In these cases you will be notified at the time of booking. Although every effort will be made to confirm your request, please note that travel arrangements are not confirmed until you receive our written confirmation and Holiday Factory LLC reserves the right to make changes if required. Before a booking is confirmed, Holiday Factory LLC reserves the right to amend the price of the product due to any circumstances outside the control of Holiday Factory LLC such as but not limited to changes relating to governmental action, increases in transportation costs (including schedule airfares and the cost of fuel) changes in any dues, taxes or fees chargeable for services (including landing taxes or embarkation / disembarkation fees at airports), increases in admission fees and hotel rate adjustments / availability. Advertised prices are also subject to seasonal changes, exchange rates and may vary slightly. Payments can be made via Visa or MasterCard.
Tourism Dirham
For hotel accommodation in Dubai, please note that in order to comply with Dubai Government’s Council resolution No 2 of 2014, Hotels and Resorts in Dubai will be applying the “Tourism Dirham” structure effective March 31, 2014.
The “Tourism Dirham” will be applied and charged to guests upon check out by the hotel.
Green Tax Maldives
According to the new policy implemented by the Government of Maldives on 01. October, 2016, a Green Tax fee of USD 3, per person, per night for Hulumale Island Hotels and USD 6, per person, per night for all other resort islands hotels is payable directly to the hotel upon checkout.
Cancellation and Refund Process
Cancellation Request:
To initiate a cancellation, the primary passenger must notify Holiday Factory via email at info@holiday-factory.com. Provide your booking number and contact details.
Refund Calculation:
Upon receiving your cancellation request, we will calculate the refundable amount. This calculation will deduct any applicable cancellation charges or other relevant deductions.
Refund Issuance and Notification:
After deducting the cancellation charges and other deductions, if applicable, the remaining amount will be converted into a "Voucher" for future purchases. You will receive an email notification confirming the issue of this voucher. Cash refunds are not provided.
Refund Voucher Usage:
The Refund Voucher can be used towards any future purchases with Holiday Factory. To utilise this voucher, contact our Customer Services team, who will assist you with the booking process.
Expiration:
Please note that Refund Vouchers may have an expiration date of 2 Years or above. Be sure to refer to the email notification for information about the expiration date of your voucher.
Exceptions:
Non-Refundable Items/Services: Any packages with services partially utilised are not eligible for cancellation and refund.
The cancellation charges are specified below:
1. Unredeemed vouchers
Vouchers that remain unredeemed (where travel dates have not been decided by the customer and not confirmed by Holiday Factory LLC) can be cancelled within their validity period, with a cancellation fee of AED 250 per voucher, unless an alternative amount was indicated at the time of purchase.
Unredeemed vouchers cannot be utilized or refunded once they reach their expiration date, which is defined in the voucher as the date of travel validity.
2. Confirmed bookings
Confirmed bookings refer to instances where travel documents have been sent to the customer, or the customer has requested Holiday Factory to issue travel documents for specific travel dates.
The cancellation charges for confirmed bookings are calculated based on the table below:
| Cancellation request received prior to departure: | More than 30 days | Between 30-10 days | Between 9-3 days | Between 72-8 hours |
| All packages | 30% of the package price | 50% 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 |
The minimum cancellation fee for all packages is AED 500 per person (not applicable for infants).
Public Holidays and Fixed Departure Deals
All Public Holidays and Fixed Departure Deals are subject to cancellation policies. If a cancellation request is received more than 2 days before the scheduled travel date, a cancellation charge of 90% of the package price will be applied. For cancellation requests received less than 2 days before the scheduled departure, a cancellation charge of 100% of the package price applies, rendering it non-refundable.
Should, in the unlikely event, the airlines discontinue a particular tour operator fare after the purchase of the Holiday Package Holiday Factory has the right to cancel the booking and refund the full paid Package price to the customer without paying any penalties to the customer.
Amendments / Changes
Once a booking has been confirmed, any amendments must be requested by the lead passenger and confirmed by Holiday Factory no later than three days before departure. The following charges will apply:
| Airline | Amendment fees |
| All packages with FlyDubai | 200 AED per person per flight sector |
| All packages with Air Arabia | 400 AED per person |
| Wizz Air - Single-destination package | 500 AED per person |
| Wizz Air – Multi-destination package | 500 AED per person per flight sector |
| Royal Jordanian Single destination Package | 300 AED per person |
| Royal Jordanian Multi-destination package | 400 AED per person per flight sector |
| All other airlines | 650 AED per person |
An additional fare difference fee may apply, depending on the airline. Date change requests cannot be guaranteed and will depend on flight availability. Holiday Factory LLC will not pay fees charged to the Client by the Client’s bank for processing the payment.
Internal flights and trains are non-refundable and non-changeable. Once booked, no modifications or cancellations can be made, requiring new tickets to be purchased.
Once hotel reservations have been confirmed, Holiday Factory LLC reserves the right to substitute hotels listed with others of a similar category. Hotels reserve the right to close facilities due to operational reasons without prior notice.
HOLIDAY FACTORY GIFT VOUCHERS
Gift Vouchers can be used towards any holiday deals, and each voucher remains valid for 12 months from the purchase date. A gift voucher can only be utilised once to create a single booking with Holiday Factory. Gift Vouchers are non-refundable, non-redeemable for cash, and cannot be used to purchase another gift voucher.
Product Information
All product information has been published by Holiday Factory LLC in good faith and Holiday Factory LLC will use its best endeavors to operate all products. Holiday Factory LLC reserves the right to change any of the facilities and services described in its website and publications and to substitute alternative arrangements of comparable monetary value without compensation and accepts no liability for loss of enjoyment resulting from any change. Holiday Factory reserves its rights to change selected hotel to the same category accommodation, due to any extraordinary circumstances.
UAE Public / National Holidays
Vouchers cannot be used for travel periods that coincide with UAE Public / National holidays. The restricted travel period usually includes one to four days before and after the UAE Public Holidays. The exact dates for these holidays are officially announced by the UAE government.
Holiday Factory offers specially designed Public Holiday Packages available for travel during these periods. Details of these packages can be found on the Holiday Factory website.
Inclusions and Exclusions of package price
The price of any holiday booked includes only the items specified. It does not include items of a personal nature including, but not limited to, personal insurance, transport to your outbound airport unless specified, refreshments, telephone calls, laundry, gifts, meals and beverages unless specified, optional excursions, passport and visa fees, porterage, gratuities or taxes, unless otherwise specified, which shall in each and every case be the responsibility of the client. Hotel check-in/check-out times are fixed and there are no guarantees for early/late check-in/out unless paid for by the client.
Fuel Surcharge
If the Holiday package contains an Air transportation with the Airline who has increased the cost of the flight ticket by imposing an additional Fuel surcharge , Holiday Factory reserves the right to request the fuel surcharge amount from the customer. Customer will pay fuel surcharge amount only if the surcharge is announced after the Holiday Package have been purchased.
Travel Insurance
Keeping our customers safe and well while on holidays is our number one priority. Holiday Factory LLC provides complimentary Travel Insurance to all Customers. The insurance certificate is from Alliance Insurance Company , it meets Schengen Counties standard and covers emergency medical , repatriation expenses , basic dental expenses and lost passport expenses.
Adequate Travel insurance is mandatory for most Countries, to cover at least but not limited to emergency medical and repatriation expenses.
Holiday Factory reserves the right to change the insurance provider at any given point in time without any changes in the coverage offered.
Age limit: Travel Insurance policy is applicable for all HF clients (The insured person must be a resident of the GCC) aged less than 65 years at the date policy was issued.
Holiday Factory product does not include any adventure and high-risk activities. We strongly recommend to all customers to avoid activities that might jeopardize their health and safety. Holiday Factory does not hold any responsibility for any injuries and damages caused to customer from the time of booking for the full duration of the Product . Holiday Factory LLC accepts no liability on the client's behalf where Holiday Factory LLC has provided a product of a reasonable standard. Clients are fully responsible for arranging their own additional travel insurance. Should the insurers dispute their liability for any reason, the client will have recourse against the insurers only.
Liability of Holiday Factory LLC
Holiday Factory acts as the Tour Operator only on behalf of the suppliers and accordingly accepts no liability whatsoever for loss, damage, injury, accident, delay or any other irregularity arising whatsoever. Holiday Factory LLC products and in particular adventure activities contain an element of risk to the personal safety of the client that other package holidays may not contain. By accepting these booking conditions clients are aware of the risks inherent in their chosen travel and clients undertake such risks at their own volition. Holiday Factory LLC accepts no liability of client's damages where Holiday Factory LLC has fulfilled its duty of care to clients by providing products of a reasonable standard. Holiday Factory LLC has no direct control over the provision of services / facilities by the relevant suppliers and hence we do not accept liability for errors or omissions by the suppliers. Holiday Factory LLC accepts no liability if there has been no fault on the part of Holiday Factory LLC or its' suppliers and the reason for the claimed damages were either the client's fault or a result of unusual circumstances beyond the control of Holiday Factory LLC by force majeure and the consequences of which could not have been avoided even with all due care. In respect of carriage by air, sea and rail and the provision of accommodation, Holiday Factory LLC’s liability in the said cases will be limited in the manner provided by the relevant international conventions. Holiday Factory LLC accepts no liability if additional costs to the client are incurred through delay, accident or disruption of the product(s) beyond the control of Holiday Factory LLC by force majeure.
Delays
Holiday Factory will not be liable for any delays prior to departure or during travel to any hotels / resorts brought about by airline technical difficulties, strikes, weather conditions or any other circumstances out of our control. Any expenses relating to these unscheduled extensions will be for the passengers' own account.
Travel Documentation
It is the responsibility of the clients to be in possession of a valid passport, visa permits, all necessary travel documents, vaccinations, preventative medicines and other medical certificates that may be needed to travel. Holiday Factory LLC is not liable for damages arising from changes in regulations or laws to the necessary travel document requirements. Information about these matters is given in good faith by Holiday Factory LLC but without liability. It is important that you check all details provided on your travel documentation are correct upon receipt. If there are any inaccuracies, please contact the Holiday Factory LLC immediately. All passengers are personally responsible for ensuring they are in possession of the correct and necessary documentation and visas prior to departure.
Passport and Visas
It is the client’s responsibility to obtain correct, current and valid passports and re-entry permits where required. Holiday Factory LLC will not be liable for any consequence of any nature arising from the customer failing to ensure he / she has complied with such requirements.
International standard requirements applicable, following are typical travel documents required to travel: 6 months validity of passport and UAE residence visa upon travel period.
Customers are fully responsible to carry proper travel documentation (make sure that all travel documents are valid and complete and check the entry requirements for your upcoming trip before you travel).
Visa Rejection Shield
Visa denial protection is only available for approved customers and selected nationalities who have paid the defined Visa Rejection Shield fee per person. If a customer's visa application, despite having completed all documentation correctly and on time, is refused by the authorities for any reason, Holiday Factory will refund the full amount for the vacation package paid to the customer's credit card within 10 working days of the case being reviewed and approved. To receive the refund in case of rejection, the customer must do the following: send an email to Holiday Factory within 3 days of visa rejection. The customer shall attach the official rejection document from the government authority and all documents sent to the embassy. If the customer has already been refused a visa in the same country (or Schengen if it is the EU) or has been deported from that country, the Visa Shield does not apply. The Visa Rejection Shield fee paid for the Visa Shield is non-refundable. This offer is only valid for customers who have paid the Visa Rejection Shield fee in addition to the package price. For Greece-only packages, the fee of AED 300 per person is required. For Europe combo packages, the Visa Rejection Shield entails an additional charge of AED 900 per person.
When opting for the Visa Rejection Shield, individuals from specific countries are required to pay additional fees. The countries subject to these fees are: Afghanistan, Algeria, Bangladesh, Cameroon, Central African Republic, Chad, Congo (Brazzaville), Congo (Democratic Republic), Cote D'Ivoire, Djibouti, Eritrea, Ghana, Guinea, Guinea-Bissau, Haiti, Iran, Iraq, Libya, Mali, Mauritania, Myanmar, Nigeria, Pakistan, Palestinian Authority, Senegal, Somalia, Sri Lanka, Sudan, Syria, Uganda.
For Greece-only packages, an extra fee of AED 1,500 per person is required. For Europe combo packages, the Visa Rejection Shield entails an additional charge of AED 2,500 per person.
Health and Conduct
All Clients are expected to satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen tour as described in the brochure. Any clients with pre-existing medical conditions or illness must declare the true nature of such conditions at the time of booking, and make arrangements for the provision of any medication or other treatment that may be required during the tour. Such a client is required to provide a medical statement from a General Practitioner to confirm they are fit to travel. Failure to make such disclosure will constitute a breach of these booking conditions and relieve Holiday Factory LLC from any obligations and liability.
Client Exclusion and Local Law
Clients agree to accept the authority and decisions of Holiday Factory LLC's and its supplier's employees and representatives whilst on tour. If in the opinion of such persons, the health or conduct of a client before or after the departure appears likely to endanger the safe, comfortable or happy progress of the tour, the client may be excluded from all or part of the tour without prior notice or any liability on the part of Holiday Factory LLC. In the case of a client’s ill health, Holiday Factory LLC may make such arrangements as it sees fit and recovers the costs thereof from the client. Passengers agree to comply with the laws and regulations of the countries they travel to. Holiday Factory LLC shall not be liable for any clients who commit illegal or unlawful acts whilst on tour.
FORCE MAJEURE & EXTRAORDINARY EVENTS
Holiday Factory reserves the right to cancel any confirmed booking in any circumstances, however, Holiday Factory will not cancel a guaranteed departure booking except in the unusual circumstances of force majeure, defined here as war, the threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, pandemic, epidemic, adverse weather conditions, flight cancellation or any other external circumstances beyond the control of Holiday Factory. Compensation is not available if Holiday Factory is forced to cancel or in any way change a tour due to force majeure where Holiday Factory is unable to provide the tour for the same cost. In the case, the World Health Organization (WHO) declares a pandemic or an international public health emergency or the UAE government declares an epidemic or a pandemic or a UAE government official advice residents to avoid traveling abroad it is agreed, that this event is beyond the control of Holiday Factory.
If after the announcement of any of the above-described events the passenger cancels an unredeemed voucher the cancellation fee will be 25% regardless of any cancellation fee under normal circumstances. The cancellation process/refund process, in this case, will be 12 months. The customer will have the option to request to extend his voucher free of charge for a period after the pandemic/official advice/health emergency and Holiday Factory will approve the request. If Holiday Factory has already issued the travel documents (Flight & Hotel are already booked) and after that, the flights have been canceled by the airline or the government for the above-mentioned reasons it is agreed that Holiday Factory can cancel the whole package and the customer will be refunded up to 60% of the unused services only after the refund confirmation of the Airlines, Hotels and other service providers. The cancellation process/refund process will be 12 months.
The customer will have the right to request with Holiday Factory instead of the refund to rebook the same (unused) services, free of charge, to a date where the customer wants to travel in the future, and the force majeure event or the pandemic/epidemic/official advice/health emergency is no longer declared. In the event that the cancellation of services in the above-described event will happen during the travel of the customer, it is agreed that Holiday Factory is not liable to refund or compensate the customer in any way as this event is considered to be out of the control of Holiday Factory. Regardless of who cancels during the above-mentioned events all refund cases will take 12 months.
All refunds which are due during or because of a Force Majeure event will be processed by Holiday Factory in 12 months to the customer only once the supplier (Airline, Hotel & others) will process the refund to Holiday Factory. If a supplier (Airlines Hotel & others) declares bankruptcy or insolvency then the amount of this service will not be refunded to the customer.
Complaints
In the event, the Client has a complaint about any of the product arrangements the client must raise the complaint immediately with a Holiday Factory LLC employee or legal representative so that Holiday Factory LLC can use its best endeavors to rectify the problem. Holiday Factory LLC cannot rectify a problem it is unaware of. Failure to complain immediately will extinguish or at least reduce Holiday Factory LLC's liability to pay compensation. Although every effort will be made to resolve a complaint to the customer’s satisfaction, it is specifically recorded that Holiday Factory LLC in no way accepts liability for any claim.
Booking Forfeiture Policy
Booking or vouchers that are more than two years old and have not been utilized by the customer will be deemed forfeited.
No claims will be accepted, regardless of their current status or any verbal or written information provided to the customer.
After two years, all vouchers and bookings will expire in the international booking system without exceptions.
FAB Cashback Credit Card - Free Holiday Package
Validity
Travel from 1st August 2024 to 31st July 2025.
Passenger Details
Free Holiday Package includes travel for one passenger. One additional passenger and one infant can be added to the same booking with an additional payment.
Hotel Upgrade
Customers can enjoy upgrade to a 5-star hotel category by paying an additional fee during the booking process.
Travel Dates
Customers can choose their travel dates after redeeming their voucher through the date selection form received via email. Travel dates are guaranteed with a flexibility of +/- 2 days.
High Season
Free Holiday Packages can be utilized for high season travel with an additional supplement fee. These packages are not valid for travel during Public holiday period.
Cancellation Policy
Holiday package vouchers for FAB bookings are non-cancellable and non-refundable. No cash refunds or credits apply to these or any additional packages purchased in the same booking.
Amendments
Any amendments to confirmed bookings will follow the standard policy of Holiday Factory.
Voucher Expiry
Vouchers will expire on 31st December 2024. Unredeemed vouchers will be automatically canceled without a refund.
